Customer Reviews for U-Haul Moving & Storage of Etobicoke

Rating:

4.0

The floor has some kind of oils residue in the trailer. Good thing I also rented blankets to also put down. A hot pressure wash would have cleaned it up.

Rating:

5.0

Check in process was long considering I had already checked in online, seemed like duplication. The lady at the desk told me I could return the truck anytime before closing, but then on return day I got a call at 10:38am saying I was late and had to pay for an extra day. Seems unfair and a bit disorganized.

Rating:

5.0

Staff were extremely helpful on both pick up and drop off.

Rating:

5.0

Great experience very quick and efficient

Rating:

1.0

Needs more staff. Was only 1 employee to help 5 customers. I waited in line for 45 minutes until I was helped. After I paid, they sent me to the back to wait to get my trailer connected and I didn't get helped for another 15 minutes. When I returned the trailer, I waited in the back for another 20 minutes before I was helped. They don't allow you to connect and disconnect yourself, so you have to wait for the staff. At least they were somewhat friendly.

Rating:

3.0

At times it is VERY congested and difficult to get to my unit.

Rating:

4.0

Lower your prices for mileage !!!

Rating:

3.0

The staff and trucks at this location are good. The size of the location and tights spaces for driving in and about will test your driving skills.

Rating:

4.0

more counter staff at check in

Rating:

5.0

Only concern was that I had to pick up my truck at much further location that it it was originally booked for.

Rating:

3.0

Clean yes, inviting. I say too busy to feel inviting but we understand it was the time of month.

Rating:

2.0

Get more space to park and move the trucks

Rating:

5.0

Friendly staff

Rating:

5.0

Thanks for an easy ,fast and convenient service .Really helpful!

Rating:

3.0

Customer car parking they wouldn't let me park my car inside I had to find a parking somewhere else well I'm using your rental and long lineup ( car parking and longer wait time for customers service) ***

Rating:

1.0

Understaffed, issues with website and payment, though, my cards were all fine when used elsewhere. Being required to leave another phone number was ridiculous and embarrassing, as everyone was dead or away on vacation. I had to ask a stranger in line if I could use their number. The staff forgot I returned the vehicle and called 4-6 hours later. I was asked to fold the moving blankets, which leads me to believe they are not laundered... which raises some.serious questions about ethics and cleanliness. They did not have adequate equipment for my needs, despite attempting to book online and being redirected to uhaul agent who called - zero dollies and zero furniture dollies - which is embarrassing for the size of this location. They do not accept after hours vehicle returns despite what uhaul states online, and they offer zero customer parking in an area where there is no legal parking nearby - telling people to park at IKEA is not a smart or ethical practice, not is it legal unless there is a written agreement between the companies. All-round, uninterested to continuing with uhaul after this experience - we will find a competitor for our next needs.

Rating:

5.0

Your app sucks. I took a dozen pictures as requested when I picked up the van and none registered. So it wouldn’t let me complete the process

Rating:

2.0

My rental was cancelled and could not get an equivalent. Asked for straps to compensate for change from closed unit to open unit. Person who informed me of the change said this was fine but did not pass this along to pickup who refused to provide them

Rating:

1.0

It was too busy, there was literally a traffic jam on the road, people were screaming on each other. I have put extra gas in the truck and there is no accountability for it , I tried calling the U-Haul where nobody was picking the phone for 2 hours. If there is less gas on the trcuk then U-Haul would charge you a bomb but if you leave more gas approx 70 dollars then there is no accountability

Rating:

5.0

It was the first time using the app to checkin and take photos, check out etc. Was a bit confusing at first but if I rented again I would find it very easy.

Rating:

1.0

I’m a first time customer and had quite the high hopes from a corporate body like U-Haul, but was unfortunately left feeling a little overwhelmed by the whole experience. I had to do it on the app online else a ‘mandatory’ collision/ damage coverage charge of just under $20 would be levied. I was not explained the gas refilling bit. I was allegedly given a 7/8 tank of gas but ended up returning lot more because the gauge was too slow to move. When I went up to the desk, I was quite un-empathetically interrupted and told “sorry! No refund”. That is okay but could someone please care to explain the couple of bits that are crucial and apply to literally each customer. Lastly, the kilometer reading and the fuel gauge reading was inaccurately noted.

Rating:

3.0

Service vehicles before renting them out. My truck had a tire pressure/tire monitoring system error message come on upon ignition and the staff told me not to worry about it. Also, rent trucks that are readily accessible for customers to drive off quickly instead of assigning a truck that is parked in the last spot with 5 trucks parked in front of it.

Rating:

3.0

Lack of customer parking is not convenient.

Rating:

1.0

I did not use this service and I need a call back asap 3343997887

Rating:

1.0

The employees are so incredibly slow. Even when more and more customers are lining up, they still don’t open more cashiers even though there are employees available doing other work on the computers. It is completely unacceptable.

Rating:

2.0

Extremely slow service. Constant queue. The rental process is tedious and outdated.

Rating:

1.0

Unfortunately, I did not have a good experience at this location. I am constantly moving things around for my family and friends, and I always rent vans and trucks at this location. This time, I needed to store some items, so I decided to rent a small unit online while I was renting the truck. In-store, they offer a free month of rent, but that was not showing online. When I went to the store, I spoke with the receptionist and asked how to get that promotion, but she said she could not help. She said I should try to write an email to the management and request a refund for the unit I paid online. I sent two emails, and neither was ever replied to; I was ignored. Another bad experience is the long wait to speak with a receptionist when you arrive in the store. Poor customer service as they do not acknowledge you or even look at you until it's your turn. I felt lost and unwelcome; we were doing them a favor by renting their vehicles. The parking lot is crowded with their trucks and vans, leaving a very narrow area for you to access your storage door. You need to be a "ten-star" driver to get to your storage and leave the area with no scratches or damage to your car. The U-Hall employees suggested we park in the BBQ store neighbors' parking lot (which, if I were the neighbor, I would be very mad about it) or at IKEA. We told them we needed 40 minutes to drive home and return to leave one of our cars at home, but they said their parking lot is just for employees, and they don't have parking for customers; no exceptions at all. It will be hard to change my opinion, but at least I am sharing my experience so you can decide if this was an odd situation or if that's how they are in general with their clients.

Rating:

3.0

inform in advance when changing location of pick up.

Rating:

3.0

Location was very busy in the morning with only one person on staff to service. Truck was damaged I over paid for gas not knowing

Rating:

5.0

Just keep the good customer service and reduce the km price . It’s killing .

Rating:

2.0

Truck was in reasonable cleanliness. Somehow extras like packing blankets etc were added onto the booking without my knowledge. Luckily I was able to reject them when I picked up the truck. Check in process was a nightmare. Long line up with only one person on the counter. They now have a policy that they need a second emergency contact number which they require you to call to confirm, then they call to reconfirm. A ridiculous requirement that I've never seen at a vehicle rental agency before. The truck had less fuel than they reported. They text you a link to check out the truck which didn't work so back in the lineup I went. For these reasons I'm giving UHaul a pass going forward. There is better service from the competition.

Rating:

5.0

Everyone at this location is professional. I compliment them all as many customers are in a bit of a panic!

Rating:

5.0

The app didn’t work uploading the truck pictures. But the staff at this location are great and super helpful! Usually uHaul staff are super unfriendly but this location rocks!

Rating:

2.0

You really need to look at having more than one person on the desk in a Saturday. It was very busy in there and people were angry in line. If I have reserved a truck for 8am, I should be walking in and obtaining my key and walking out. Yet, I was in the same lineup as people who hadn’t reserved?? You should have a second person handling “reservations” to move things along quicker. Also, don’t agree with this policy you have of contacting an “emergency “ person as back up to verify it’s me picking up the truck??? I have provided my license and credit card… that should be sufficient, just like at a car rental place. I felt like I was a 16 year old kid renting a car for the first time. You really need to review these processes as they are not sufficient and don’t work. On a positive note, I did speak with the gentleman who cleans your trucks and he did an AWESOME job in the cab and the back… spotless!

Rating:

3.0

More employees working the front desk, wait time was horrible

Rating:

5.0

Thank you!

Rating:

1.0

They tell their customers to park at IKEA because they have 100,000 vans and taken up all their parking spots. They will also refuse to rent until they harass a friend/family by phone to confirm they're a real emergency contact. Run by garbage people.

Rating:

5.0

Long line up

Rating:

1.0

Horrible experience. I reserved a 26' truck only to realize once there that the truck was too big. I opted for the 20' instead. After looking at the new receipt, I relalized that I was being charged the same rate. When I inquired, I was told that I would be refunded the difference once I returned the truck to the drop-off location. When I dropped the truck off, I was told that that was not how the system works and the lady at the drop-off locating advised that she could only process what was in the system inputted in from the pick up location. I was charged for something I didn't even use. Further, the truck needed to be dropped off at 7:30pm. I got there at 7:33pm and was charged $40 late fee. Thankfully, the phone reps at Customer Service are competent individuals and confimed that what happened to me wasn't right. I was refunded all the BS add on charges and difference from the 26' to 20' truck. Make sure you keep all your paper work cause some of these franchises will rip you off if youre not paying attention.

Rating:

2.0

Very slow service. Only one person at desk but 3 people walking around. Not senior or accessibility friendly. After I couldn’t find my truck, I asked someone to bring it forward for me

Rating:

1.0

waited so long on rental reservation and renturn... had to go by to reservein person as online system wouldn't allow booking, then the location doesn't answer their phone. drop off - I was waiting by road, by store, in store, in back for almost an hour. Had to help a guy move other trailers around to make room, no one to help other that one guy at the end, even though the store working kept pointing to people on the monitor. Then phoned me after speaking with me multiple times in person asking me when I was going to be back with the trailer - and I am sitting waiting in the driveway?! Never, never, again. And will tell all who will listen. Never.

Rating:

1.0

I got overcharged for rental by one more day, I returned it on time

Rating:

1.0

Its the first time that i have been request for an emergency contact . And the employe request to call live and called live . no one of my contactS was answering . We lost a good 17 minutes. That was not appropriates . Plus its for just in case of emergency …. Dont worries , i dont need to steal anyone trailer . Its been a very unappropriated experience to this location and NEVER, i will be back there and refer anyone for that location ever .

Rating:

1.0

The price I was quoted on the phone was not accurate by a long shot ! No parking available at all ever on site . I was told to park across the street at Ikea! How can this company tell me to use another businesses parking facilities , seems unethical. No one brings the truck to the front for you and the whole process takes far to long even after providing information on the phone before arriving to their location on the Queensway. Final insult … a whole huge uhaul lot next door with huge paved yard could be used to offer clients parking while going through the booking process. yet it sits empty . They clearly don’t care about their customers or neighbouring businesses . I was frustrated for hours after interacting with them.

Rating:

5.0

Super easy and convenient. Fair pricing.

Rating:

1.0

Mandatory CDW was not disclosed until I arrived to pick up the keys. Policy was not posted nor printed anywhere on the premise. Brochures on the counter stated CDW is optional. Vehicle smelled of cigarette smoke.

Rating:

5.0

More customer service at the front desk.

Rating:

2.0

cannot pick up or drop off outside of 7am-7pm

Rating:

2.0

They did not give me the deposit back when I came but said they did.I had to return the next day in person and wait for 30 minutes to get my deposit back.

Rating:

1.0

It’s very narrow. Makes getting the equipment difficult. But it is convenient in terms of location

Rating:

4.0

The lady at the front desk was not friendly, she was rude, not polite, she speaks very slurred. The location and the equipment was ok.

Rating:

1.0

There was only one person working and huge line up of people. The van smelled of horse.

Rating:

3.0

Customer service and communication/assistance was lacking. Continual reference to the app and frequent comments of 'its on the app' rather than providing support to the customer was not helpful. Expectations for the customer to be well versed and fully understanding of the U-Haul app make the experience much more difficult than it needs to be. Unless you know the app/platform well, the process to rent a vehicle is not very user friendly and there are a lot of hoops to jump through before getting your vehicle.

Rating:

5.0

For the first time user like me I would advise that you get your registration done within the office hour.

Rating:

2.0

I booked mobile pickup but you didn't process it that way, so I had to wait til office opened. Then, truck you assigned me was not in pickup spot I was told, but after 20 minutes of searching I found it buried among other parked trucks. Had to spend another 10 minutes getting assigned new truck. Also, all the reminder emails and texts, no less than 4 each, are annoying.

Rating:

5.0

Exelente and fast service.

Rating:

4.0

Great location. Easy to get to.

Rating:

5.0

It was extremely convenient.

Rating:

1.0

I booked the U haul way ahead in time and got a price of 120$ + tax and somehow when i went today for pickup the price went up to 200$ + tax. The employee was not able to bring back my original promised price and had to get the vehicle as my moving was planned. I ended up paying total of 245$ instead of initial price of 150-160$. Highly under trained staff at the location

Rating:

3.0

I parked my self at designated point of drop (it said wait in equipment some will be there to assist you). Completed my drop-off procedure but no one came to check and assist, eventually when u-haul application confirmed you completed return, I moved on.

Rating:

3.0

App did not work properly. I had to wait a long time in line to pick up the vehicle.

Rating:

2.0

I’ve used this location many times. Usually there is a wait. Today was exceptional. The rep working wasn’t helpful at all, she in fact forced me to check in myself. Despite being in front of her. While I did this she played on her cell phone I asked her a couple questions and her responses were not even in line with the question because she wasn’t paying attention. I questioned this process given I had just been to the location a week ago to rent a van. The rep assisted and it was a quick transaction. She said it’s a new process that has to happen. However while i struggled she went to help someone else by checking them in. She was rude, unhelpful, and given such I would not recommend this location to anyone.

Rating:

5.0

I found the app cumbersome. The staff were great.

Rating:

3.0

The brake pedal was very soft (I have rented several of these before), and the tire pressure was all over the place.

Rating:

1.0

We had a very big issue with Ayushi Tanya. She was very rude and gave unnecessary rebuttals and remarks to my fiancé. She then disrespected me after i clearly stated that my emergency contact was my fiancé and referring back to me not by my name that was on the license she had but as “your boyfriend or whatever”. I come to this location often and i’ve never been treated like this. I’ll be taking my business elsewhere.

Rating:

2.0

The trucks parked in the driveway all the time and snow removals was just wrong .so many trucks and no room to plow . I had to use my own snow blower to clean snow. When calling the store I would be put on hold and never talked to any one person . The one red bearded guy was the best And the tall Indian guy was also very helpful . Management needs help

Rating:

1.0

I had rented the storage unit for 12 years and have paid well over $20,000 over the years for my unit. I paid for an entire for months rent on May 1 which was over $220, and upon move out on May 8, I was informed that there would be no prorated rebate for the month. That’s just bad service given the amount of time that I had rented the unit for. There was also a dead rat in my unit and my door has remained broken for a few years despite complaints to have it repaired. The staff at this location are also impolite, unfriendly, and seem to move painfully slow.

Rating:

5.0

I had problems in the past with storage as Access Storage made me have to get rid of some of my most valuable possessions. That experience was the reason why I was skeptical about using any storage units. My time with U-Haul was a little longer then expected but I would recommend them to anyone looking for storage.

Rating:

5.0

Shout out to the front desk staff!! Great service.

Rating:

5.0

Always great helpful friendly service!

Rating:

4.0

Very tight at certain time. Staff is wonderful but people returning equipment park anywhere and block you in

Rating:

3.0

My suggestion is for this location to allow ample space and access to Units. It was very difficult to navigate through to access my unit as the trucks and vans were always blocking my access. I would like to see improvements with truck parking

Rating:

5.0

All staff is very helpful guide very properly

Rating:

3.0

Did not start off as a good experience. Was told by agent at this location that they did not have a rental space available even though I had a confirmed reservation and move in date. This was frustrating and scary. She explained that a reservation is only best efforts and she had no spaces. After much pleading (by me) she found a unit that was just being vacated and got it ready for me within 30 minutes. U-Haul, please make your App reservation experience more clear. It is actually a waiting list where you might get lucky like I did.

Rating:

1.0

Only 4 staff out of all staff good in the last 4 years. Very bad customer service currently. Most employees treat customers like trash and should be monitored at all times. Storage units rusted out in terrible condition compared to all other facilities used.

Rating:

5.0

Perfecto

Rating:

1.0

They Never answered the phone you can call them every hours of the day for 24 hours and still won’t pick the phone or they will put you on hold for hours and forget about you the Manager she’s they worst very rude she was screaming on the phone to a customer so loud that I can here it in the text room so unprofessional I had most of my stuff destroyed because the storage was full of rat or mouse and ate my stuff and pooped everywhere

Rating:

5.0

Only downfall is if you are in the storage area after hours of business.. rental customers are ignorant and block off only access to leave the property.

Rating:

4.0

Vans are parked in the isles where the storage units are creating issues with other customers moving to their storage space.

Rating:

1.0

Changing someone’s lock without telling them is sneaky and insane, who knows what goes on and this sketchy place

Rating:

1.0

Never more! I'm really upset.

Rating:

5.0

Best price in town

Rating:

5.0

Excellent experience, thank you!

Rating:

2.0

I booked a 10 x 10 storage unit and when I arrived there was only a 5 x 10 available.

Rating:

2.0

No comments

Rating:

1.0

I was not told I had to move out during office hours. Quite the opposite. I was told I could come any time day or night. I then had to empty my unit a day late due to your office being closed. Causing another months charge to be due on my account. Unacceptable. Your staff attempted to charge me $209 for 18 hours of storage that I would not have even needed had I been able to move out the day prior. I sorted this out with your staff in person and yet, your automated system has attempted to charge the credit card several times since moving out. Furthermore the reservation for the truck we attempted to rent was canceled several times. We also rented a covered trailer which got a flat tire. We waited in a parking lot for 4 hours for repair and then were not initially offered a free day of use with the trailer. As though we should have to pay rental fees for damaged equipment that wasted a full day of our move?! My storage was included in an out of town truck rental and it was very difficult just to get the unit to begin with. None of your staff seem well trained and must not be compensated well because their attitude is quite demure even when being spoken to kindly and with patience. My experience with Uhaul has been REPEATEDLY deplorable. May I suggest you train you staff adequately and pay them better.

Rating:

5.0

The price for a 10/10 is still a little high for outside storage that’s all over all I enjoy the visit .

Rating:

2.0

They don't need to call and scare customers that I have charges when I in fact moved out of storage unit.

Rating:

2.0

This is a disgrace of a location for U-Haul. I've rented trucks from U-Haul for numerous moves at different locations and have never had an issue. Yet, this storage U-Haul location is awful. The management and staff are impossible to communicate with because they never answer their phones and the staff are not properly trained. I was charged twice for a lock I bought for my locker and they refused to assist and refund me in the matter. I also was told by the staff when I first got to the facility that they would have to see if they had storage available, when I already reserved my storage unit online (stating it was available). Fortunately they had one unit left but it took them an hour to figure out how to assist me. They took my credit card information as they said they would make automatic monthly payments on my card for my unit. However a month later I'm getting calls stating I'm late with paying. Why did they take my credit card information? Is that being used by an employee? Such an awful experience. I would not recommend. The only reason I gave this location a "2 stars" is because the actual storage units suffice to store your items. Honestly a self-serve storage locker facility would probably be better. Renter beware.

Rating:

4.0

Phone holding time is too long. It is too long to get the answer. Please increase your phone operator.

Rating:

5.0

VERY friendly and sweet girl at the counter at the Queensway location!

Rating:

5.0

Care free storage. 7years no problems!.

Rating:

4.0

Hi - the picture on the website does not match the storage units. I wanted a drive up but you have trucks parked down the middle of every aisle making it extremely difficult to get my car in and impossible to back up into it. It was difficult to find anyone to ask for help. I did eventually and he was very nice but it was extremely confusion and instructions didn't match what i had to do.

Rating:

5.0

We did have an issue with the refund but your staff was able to address it to our satisfaction. Thanks.

Rating:

3.0

Disappointment with the check out as I have yet to receive confirmation . Returned to facility to receive paperwork unable to provide me with or reimbursed any amount since I was only in storage for 7 days prior to move out .

Rating:

5.0

Great staff, glad to be a customer.

Rating:

2.0

The staff was completely unhelpful and didn’t seem to know what they were doing. Trying to speak to someone there to get help is virtually impossible holding on the phone for over an hour. Tried canceling online and although I received a confirmation it I was still harassed with calls and emails telling me I was behind in payment. Someone please help this location out with some proper customer service training 🙏🏼

Rating:

5.0

Excellent

Rating:

1.0

Mouse poop in the storage unit, no communication with staff, difficult to speak to someone and even if you did, they rarely followed through with what they said they would. It was a terrible experience. I will never recommend Uhaul again.

Rating:

3.0

It's nearly impossible to speak to someone on the phone unless you have extreme patience. 9 times out of 10, I was on hold so long that it transferred me to the U.S.A. Also, the locks are very hard to open after a few months, took nearly 1 hr to open a few times. It's a good thing I didn't go in it often.

Rating:

1.0

My experience with the storage option at 1472 The Queensway was among the worst customer experiences I’ve ever had. I was offered a free first month as I usually am with my reservations, given the fact that I have a corporate account. When I took the offer the sales associate confirmed this with me at the time the first month would be free and proceeded to process the transaction. Only after I was all moved in called me to tell me that there had been a mistake. They subsequently threatened to “cut the lock if I did not return to the store and dispose of all my items.” They had called me after hours to tell me this! The store closed at 7:00pm on Wednesday and they called me at 7:45pm after I had already gotten to my house and returned the truck! Completely inappropriate on behalf of U-Haul especially consider I spend thousands of dollars every month renting equipment from this company and this exact location! They then proceeded to steal a total of $271.49 from me by charging my account without authorization! What kind of organization does that! I am taking further action and will consider strongly closing my account with U-Haul at the end of the month after I’ve fulfilled all my business obligations.

Rating:

2.0

Trying to get a hold of someone to close my contract was an awful process. The general manager did not respond to any of my emails and I could not get through by phone. Uhaul should not have an online move out portal if I you’re just going to make customers go in to the facility in person. The whole process made me not want to use uhaul again as it caused a ton of unnecessary stress.

Rating:

5.0

A very easy, good experience. Very helpful staff at this location. A little more details up front on how to work the self-check out would Have made it slightly easier - but does not deflect from good service.

Rating:

4.0

Your service and prices are good.What I dont like is the lineups and if I rent a vehicle the extra $20 charge.

Rating:

5.0

Very fast and helpful

Rating:

4.0

Easy access and location to move goods in and out of the facility. Storage space is well insulated and clean. Would recommend or use again.

Rating:

1.0

Extremely upset with my experience at the Queensway In Etobicoke location. Long story.

Rating:

4.0

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Rating:

4.0

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Rating:

5.0

Very professional

Rating:

5.0

.

Rating:

5.0

Nice people

Rating:

5.0

It was an excellent experience having storage with uhaul.

Rating:

5.0

friendly staff

Rating:

2.0

The manager is friendly, but I am super disappointed about being mislead about a promo by someone on the phone, I also double confirmed that there was a note on my file, but there wasn't

Rating:

5.0

Staffs are very helpful.

Rating:

3.0

After checking out of the locker I still received bills from the for a month- it took several emails and calls to get it fixed!

Rating:

5.0

I had very good experience with U-Haul. The clerk who helped us was very nice and professional.

Rating:

4.0

Had the pricing just been a little bit better, and a bit more staffing on busy days I would have given it an excellent rating. The staff are generally good - wait times were excessive on occasion.

Rating:

1.0

I’ve already filed a complaint with customer service. Hopefully the manager will be in contact soon .

Rating:

1.0

Today was my second visit to U-Haul since yesterday the person that booked my room booked one in a completely different city. No apologies today for wasting my time to rebook .

Rating:

5.0

Staff was very friendly and knowledgeable

Rating:

5.0

Quick, professional, friendly service.

Rating:

1.0

The staff truly incompetent. Obtaining initial access took very long because staff didn't know how to use their system. Keys were given to anyone who asked, pointless security. Now boycotting U-Haul.