Customer Reviews for Ultramar Gas Station

Vehicle was filthy. Looked like it had gone through the mud inside and out. Really not acceptable but we needed it so we used it anyway.

When I returned my cargo van after hours, he did not tell me I could verify my return myself instead of paying 20$ for the convenience fee. Thankfully I did my research and was able to verify my return myself online. Overall good place to pick up though

The whole experience went very well. When picking up the vehichle the gentleman was very pleasant and made the process easy. Dropping off the vehicle was effortless. I will be using this location for rental in the future for sure. Thank you for the great service.

Rude and not willing to help..there was vehicles parked in front of the trailer and the staff told me to go find the person and ask them to move

The U-Haul coordinator at this location did not speak English well. I apologized several times but could hardly understand him.

The truck was extremely dirty upon pickup. Not even suitable for a regular days drive let alone a pandemic

No one wanted to come out to check the vehicle with me prior to pickup, thought it was weird. The van was nice though it would've been great to get the more modern European inspired Ford one.

Despite having conducted an online check in, all the se questions were asked again on arrival.

1-800 reservation experience was great, as well as the customer service at this location( prince of Wales)

Please get you locations online under control. I ordered a truck from a ONLINE U-Haul at 6571 Bank St, Metcalfe, ON K0A 2P0. Only to be redirected 25 mins away to Russel ON without my knowledge. I got a conformation call, but it wasn't pointed out that it was in Russel and NOT from the bank street location. I had to scramble and call U-Haul and get the location changed after I was already driving in the complete opposite direction of the move toward Russel. I rent quite often from U-Haul and this was a huge disappointment. Cost me time, effort and created a lot of stress for myself and my wife. The person who used to own that Bank st location called me and apologized that U-Haul had not taken down his location because he left U-Haul OVER A MONTH before and I was NOT the 1st person to go through this trouble. Please get your act together, this is big deal.

Excellent and friendly service!

Location was a bit of a dump. Interior of the vehicle hadn't been cleaned before I took it and smelled of cigarettes. But the vehicle was satisfactory for what I needed it for.

I have been to this location twice this summer and they are the nicest people! Great service, explained everything clearly, patient with my questions, and made an otherwise stressful day a little bit better.

Owner was adamant that the U-Haul business closes at 6pm and requested that I be there no later than 5:45pm, leaving multiple voice mails for pickup and return, even after I acknowledged the times. A little annoying and inconvenient especially after requesting a pickup/dropoff time of 7pm. Van was a completely covered in mud on the exterior. Cargo hold was not cleaned inside from previous renter, which apparently returned 30 minutes before I picked it up. Hence it as not wiped down inside with any disinfectant. When I inquired about the cleanliness, the owner seemed dumbfounded and could not provide an answer. I've rented from several other U-Haul locations, and this location has to be the most unprofessional. If have to rent here recommend using online check-out and check-in service. It worked really well.

Truck could have been cleaner.

Excellent customer service

Overall, you provided a decent service

The driver side mirror on truck was broken off by a former user and was taped back on. It was not properly aligned and unadjustable, making it awkward to see behind without straining neck in a strange way to see accurately. No other available vehicle to swap for. Should be fixed. Customer service person was super kind and friendly.

The email said we have the uhaul (26') from 630am to 630pm. We show up at 630am and they say they aren't open and we can't have the truck until 830am since it isn't even ready. Then we go to get the uhaul and are told we can only have it until 430pm? Wtf? But if we take the 20 footer can have it all night. We tookhe 20 footer and the side mirror is taped on (serilus safety issue), the AC was not working and making loud noises. Horrible experience and end up getting charged an additional 20$ on top of what they already charged my credit card for? Never. Again.

Easy check in, trailer was there and easily accessible. Return was quick and painless. Will try and rent from this location again.

I am a semi regular client at this location. Always courteous service. Never any issues.

Excellent service, and they were extremely nice at this location! Fast and efficient.

the inside of the cab was not clean - I wiped everything down with Lysol, also the key. The inside of the box needed febreze - was sort of smelly It was a convenient location though.

Excellent service.

your online system was an epic fail.

The dash/cup holder area of the truck I rented was very dirty, like something had been spilled and not cleaned. The seats as well were sticky, like something had been spilled on them and not cleaned. We ended up using Lysol spray on it after picking it up and before bringing it back. There were dirty wipes left in the cupholder.

20” Uhaul Drivers side mirror was held up by duck tape.

I rented a dolley but was told that they didn't have one, they actually didn't have one since March. It would be nice to update the system so on booking or online check in I would know and can accommodate. The lock on the truck was rusted and very hard to open.

Improve driver side mirror

Had problems signing out the trailer, computer/terminal issues. When dealing with me answered the phone twice, delaying my departure.

My vehicle was cancelled 3 hours before I was supposed to pick it up at a different location. I was phoned and said it wasn't returned and they didn't have a replacement vehicle. In the future it would be much better for uhaul head office to phone and inform me with the closest replacement vehicle options

the 2 employees were apparently husband and wife and they were fighting in front of me instead of serving me. The lady had hard time with the computer and it took forever to hey my truck (40 minutes). Very slow and unprofessional!!!

The representative was not friendly with me at all and was quite rude when I was returning the vehicle. I'll be switching to hertz

The service team was unable to find my reservation, they were uncomfortable looking at the proof on my phone via the mobile app, there were no additional instructions given for the return. Additionally, I have been charged $89/day rather than the $19.99/day stated by UHaul and I am receiving no reply to my questions. I have been instructed to reach out to 849005_AFM@uhaul.com and have done so multiple times with no answer. I will not be recommending UHaul as a whole, not just this location if I cannot have this payment situation rectified.

Staff are well trained, courteous and efficient. Winston Spratt (Manotick, Ontario)

Both the pick-up ans the return went smoothly and were quick. Very convenient to have thé depot at a service station.

The representative very rude

For someone who is not used to pulling a trailer it would be better if the trailer was not parked on a hill by the entrance to the gas station and that it didn't need to be put back on that hill upon return. I had to block the entrance to the parking lot while hooking up the trailer (which I have not done before so it took a bit of time), and even more difficult to put it back in the dark (there is a hydro pole with tether wires in the ground next to the spot it needed to go back in, on a hill, which make it extra tricky).

N/a

Friendly staff!

The poor guys can't talk properly when wearing a mask, while they are already behind a lexan screen...Do one or the other - not both for craps sake...Just redundantly dumb - even according to the Province....Very frustrating (and uselss for the, and Me...

Have a clean truck ready for your paying customer as promised. Be sure not to give them a truck that needs major servicing. Truck kept wanting to stall out even at 80kmh Not road worthy(mechanically) by any means

Vehicle was extraordinarily dirty: Looked like it had been just used to haul loads of dirt and gravel with no clean-up after the fact. Steering wheel was sticky. Warning about an oil change being required. And the rear left signal light was blown out. Vehicles have to be better maintained. You ruin the incentive for honest people to treat the equipment with respect when you rent them out in such a condition.

During times of COVID, vehicles (steering wheels,seat belts, drive stick, door handles) should all be wiped down to increase protection

Easy experience. Not sure if truck had been wiped down with sanitizers but ovetall it was clean.

Nothing - everything went smooth as butter. Fast and efficient service.

The correct truck was not available and no one gave us notice. We arrived and we had to take a truck over twice the size. We were forced to take a larger truck and told we would receive a discount. Which we did not. The truck was unclean. It was filthy inside and in the back. Definitely no covid precautions being taken. There was food containers and water bottles in teh truck with liquids dumped everywhere. The back of the truck was full of potting soil and empty bags. The truck stalled several times on the drive and was jerking so bad it was scary. Overall the worst rental experience I have ever had.

The truck inside was dusty and dirty. Other than that, customer service was good

It was evident that the cab of the truck had not been cleaned. There was a water bottle left on under the seat and a moving blanket on the passenger seat. Based on this evidence, I am concerned that the high touch surfaces had not been wiped.

Nothing. The rental experience was excellent from beginning to end.

I was extremely upset and actually pissed off because of the very rude way I was treated by the staff who gave me the trailer around 4:30 pm on Friday 12. He is the guy who was at the cashier desk and looked Chinese. I told him it was the first time to connect a trailer to my car and asked him to help me with that. He refused in a rude and mean way. More to his rudeness, he asked the other staff working in the gas station changing garbage bags not to help me connecting the trailer and shouted at him saying “Don't help him”. I was really pissed off by that guy. I do not know his name. He looked Asian most likely Chinese. The other guy who was changing the garbage pins in the station looked cocasian and in fact he came with me, gave me directions how to connect the trailer and was way nicer with me than the guy standing at the cashier desk. Please, I am requesting exploration of this very bad treatment I received and give me a response. Regards! Moustafa Eid 6135832221

It would be better to be able to pick up the truck outside normal business hours.

The truck wasn't sanitized and the gas tank was almost empty. The clerk at the counter was rude.

No blankets were available for our move at this location.

Excellent service

Online pick up is simple, easy to use, the directions are great. Picture uploading is a great idea and I loved that. The truck was beat up and tired, AC didn't work on the drive home so that was a bummer. Truck was shaking quite a bit when I stopped for fuel, kinda sketchy but I still drove it. I'll use another location next time as this one is a real Karen to back into.

The vehicle was filthy inside and out (both cab and bed). I was extremely disappointed with the vehicle particularly due to covid concerns. There was simply no cleaning or sanitation done whatsoever. Even with no covid concerns, I would still have been disappointed in the state of the vehicle. Secondly, I opted to go with no-contact pick up of the vehicle which is misleading because I still had to go in to the store and pick up the keys from the agent inside. What is the purpose of a no-contact pickup if I have to talk to someone anyways. it was a good idea but horrible execution on U-Haul's part. Very very disappointed in U-Haul in general and will likely take my business elsewhere in the future.

I was not given a tour of the equipment or even shown which trailer I should take. The paperwork was done and that was it. I was ok as I had used trailers before but it might be good to at least have the Uhaul person ensure the trailer is hooked up properly. In additon, for COVID precautions, the building is very cramped and busy and felt very unsafe. I think that it would be good for the customers to wait outside, have the uHaul person come out pick up the paperwork and do all of the computer work without the customer having to stand inside the building. THis keeps both the customer and the employee safer.

very smooth transaction

very easy - rent and return process was seamless. - thanks!