Customer Reviews for Ultramar Gas
(U-Haul Neighborhood Dealer)

182 reviews

245 S Edgeware Rd   Saint Thomas, ON N5P4C4

(519) 637-0280

Location Hours

  • Mon-Fri: 6:30 am - 9:30 pm
  • Sat-Sun: 7:30 am - 9:30 pm

Services at this Location:

Contact Us

(519) 637-0280

245 S Edgeware Rd
Saint Thomas, ON N5P4C4

Services at this Location:

Location Hours

  • Mon-Fri: 6:30 am - 9:30 pm
  • Sat-Sun: 7:30 am - 9:30 pm
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
1.0

Sweep out the truck if the previous renter leaves it dirty. Include the right equipment as requested on the order. If someone chooses to pick up the truck using the app, they shouldn't have to enter the store at all. I've done an after hours pickup using the app before and never had to see anyone.

Steven K. 
Rating:
5.0

Great service from the staff.

JAMESCHARLES S. 
Rating:
4.0

The trucks should be fueled 100% and required to be filled on return. Instead of the free fuel I left for you. Fuel is very expensive and added an unneeded expense to an already stressful situation. Mike

MICHAELH I. 
Rating:
5.0

Customer did not leave a comment.

JOHNT S. 
Rating:
1.0

Customer did not leave a comment.

Shelby S. 
Rating:
5.0

Park trucks so customers are able to move them out with ease.

William F. 
Rating:
5.0

Very good customer service

Sue A. 
Rating:
5.0

Very satisfied. This Ultramar location does a great job with the services they provide, and they were efficient, kind and courteous. Thank you!

Paula R. 
Rating:
5.0

Security/ use tag was not replaced on the dolly cart. I was not billed for it either. Excellent customer service from representatives. Thanks once again U-Haul

EVERETT W. 
Rating:
5.0

Customer did not leave a comment.

BRYANJ C. 
Rating:
3.0

Was not impressed the truck I was renting got stuck in the parking lot due to the snow that fell a few days earlier had not been cleared away.

Jason B. 
Rating:
5.0

Friendly staff. Truck was perfect.9

Lawrence M. 
Rating:
5.0

Customer did not leave a comment.

JOSEPHW M. 
Rating:
3.0

raddled in under carriage, did not look covid19 cleaned

JACK L. 
Rating:
1.0

They should make sure that the truck is cleaned.out and proper mileage recorded as I was charged for 30km a never once did I use the 30km I did a rental for.in town moving so there is no way I used 30km the employee was very rude and ingornet I will never ever use them again I will go.to.London to do a rental through uhual

SARAH H. 
Rating:
5.0

Truck smelled strongly of cigarette smoke was dirty and there was garbage under the seats. Truck bed needed to be swept before we used it.

TERRENCE C. 
Rating:
3.0

Truck was not cleaned before pickup. Dirty masks were left inside, driver window was left open, roll up door springs and cables were broken, rear RR tire was low air pressure.

Elizabeth M. 
Rating:
3.0

Provide better customer service, clean vehicles and competent staff. The employee registered us with the incorrect vehicle. At the end of the day he called us at home to return to the depot to move the vehicle because he was unable to do so.

LAWRENCE R. 
Rating:
2.0

Paid $12 more than the estimate while driving 15 km less than the estimate. Noticed later the milage was charged differently than the estimate. Not pro reated after the 1st 50 KM.

DAVIDANDREW M. 
Rating:
5.0

Quick and easy pick up and drop off. Vehicle was clean and in good shape. Friendly service.

OWENA L. 
Rating:
1.0

When I went in to get the key, the website said to skip the line and let the uhaul representative know I was there for the key. I waited in line, and when it was my turn I showed him the screen and said I was there for the key. He put me to the side and helped every person who had come in, and was continuing to come in, behind me. After the 4th person I mentioned I needed to go and required the key and he told me his priority was the petrol business and I would have to wait. It was fairly frustrating as I was already behind schedule by 30 min due to my original reservation not being met at a different location.

Peter S. 
Rating:
1.0

The guy who helped me was very rude and unprofessional

Justin M. 
Rating:
5.0

Clean the truck before renting it out. In the back, there were cigarette butts, dirty socks and garbage.

SEANR D. 
Rating:
5.0

Actually go and sanitize the vehicle before handing the keys over. Nobody went to look at it once it got dropped off.

Oscar L. 
Rating:
4.0

Customer did not leave a comment.

CARL C. 
Rating:
4.0

Everything went well

Norman M. 
Rating:
2.0

First of all the Cargo Van I had asked for did not show up in time for 9:am pickup. Got the bigger one for the same price, no problem here. I was disappointed with the upkeep of the vehicle, not clean as it should have been in our covid times. Front window dirty, steering wheel felt sticky overall interior clean very poor. will not rent again from U-Haul.

Eberhard S. 
Rating:
5.0

very pleasant and professional experience-keep up the good work!

PAULINEA K. 
Rating:
5.0

Staff were charming, demonstrated a good sense of humor. Thank you very much!

David U. 
Rating:
1.0

Vehicle requested was mysteriously unavailable. Only employee was too busy selling lottery tickets and smokes to deal with the issue of the “lost” truck. Very unprofessional.

Wayne H. 
Rating:
1.0

Customer did not leave a comment.

LARRY T. 
Rating:
5.0

Customer did not leave a comment.

Amanda S. 
Rating:
3.0

This experience was better but only because of the time and day (9 p.m. Sunday night). The staff made it very clear that other customs are always their priority and uhaul customers have to wait.

Andrew G. 
Rating:
3.0

Could have been cleaner. And faster. It's not very fair to customers when you have to wait 20 minutes while they take care of gas customers because there is only 1 worker.

THOMASCHARLES M. 
Rating:
5.0

Customer did not leave a comment.

RANDOLPHR W. 
Rating:
1.0

1. I booked online and RESERVED a 15' truck. 2. I printed the 15' truck reservation and brought to the location on Oct.2/2020. 3. The staff member of the Ultramar Gas station said that the online reservation stated we had booked a 26' truck. He initially did not acknowledge my printed reservation that I showed him, insisting that the computer system was telling him we had been reserved a 26' truck. That is incorrect and I have proof (including time/date screen shots) of booking a 15' truck, in addition to the printed 15' truck reservation. He had stated that the existing 15' truck was available, yet already booked for someone else. 4. We did NOT want a 26' truck, as that size truck would not even fit in the either the moving from, or moving to address driveways. 5. He suggested we call UHAUL and complain to get the issue sorted out. That is NOT my job - that is his(Your job). 6. Thus, he finally called on our behalf and gave us the 15' truck that was there. ----------------------------- You obviously have ONLINE reservation problems and need to pass this information along to your IT department. You also have training problems, as the employee at the Pick Up location took quite awhile to get the issue sorted out, with an over reliance on faulty online booking information. I will be passing this information along where I see fit. Very unprofessional and frankly a big waste of time.

Michael P. 
Rating:
3.0

The van rented was filthy and moving a loveseat and chair got very dirty moving. Should of been cleaned and deodorized as it stunk bad. Also this rental was set up online to be a remote pickup by my son with my wife setting this up. The location insisted on a credit card be used even though a credit card was used in setting up online and she had to drive in from London to bring her credit card in for them to use. What's the point in setting a rental up online if they make it so difficult to make the pickup.

Mackenzie P. 
Rating:
5.0

Customer did not leave a comment.

CLAYTONA M. 
Rating:
5.0

Customer did not leave a comment.

Fred N. 
Rating:
3.0

Very busy for one person to do gas and truck rental.

Henry D. 
Rating:
1.0

I've never been so disrespected in my life. For them to make me feel that low for trying to get a uhaul is unreal

KEYAHANNE MARIE B. 
Rating:
5.0

lower the cost per mile

Dan J. 
Rating:
3.0

Have one person help the gas customers and another to process the U-haul customer.

Michael C. 
Rating:
2.0

I placed an order for a truck, moving blankets and a furniture dolly. Open arrival there were no blankets or furniture dolly. The tv was so loud, I could barely hear counter person. while waiting for the dolly, an employee opened a back door and left a utility dolly there. It was of no use to me so i had to walk around and return it. Then I had to phone around and drive, ($.89 per km) to another location to pick up the blankets. When I returned the truck, the counter person offered a refund for the unused dolly, with the tv still blaring in the background. I'm too old and, post moving day, too cranky to deal with that nonsense.

ROBERT H. 
Rating:
5.0

The touch screen was broken and unresponsive during the initial sign up process and could not pay by debit or credit.

MICHAELANDREW E. 
Rating:
2.0

Have the whole rental available

Jeffrey C. 
Rating:
5.0

Good service and good attention from the personal who attended me

Adriana G. 
Rating:
4.0

Customer did not leave a comment.

John R. 
Rating:
2.0

Better communication. We we picked up the truck due to unforeseen situation at the original reserved location, they were not willing to release the truck unless we bring back to the same location even though I had sated the return location is elsewhere closer to me. When I took the truck to return, they refused to receive the truck stating my return location is elsewhere. When mentioned they asked me to bring the truck back to them, the person in charge at the time said he cannot take the responsibility for what person released to us said and I had to take the truck all the way back to where I had reserved to return. It was a highly unprofessional how they handled the situation.

Sanjee P. 
Rating:
1.0

Had to go to a second location to get the truck I rented. They then acted as though I was late for my reservation and were going to give me less time for the rental. I then had to move another truck (while on my paid time) in order to get my truck out. The worker couldn't drive. I also don't agree with having to pay mileage and gas. Truck isn't full when you get it so you have to guess the amount of gas to put back

Catherine E. 
Rating:
3.0

at Ultramar today I was treated as a non-customer. I was forced to wait something like 45 minutes for pickup and the same for returning the vehicle. Every other customer was made priority over me. I was set aside every time someone walked in. The man says, "our policy is to help customers first". I asked, "Am I not a customer too?" but he just apoligzed and continued helping everyone else instead. I will not return nor will I recommend this location. I was extremely patient and kind but this is not acceptable treatment of any client or customer.

Andrew G. 
Rating:
5.0

Customer did not leave a comment.

cheryl S. 
Rating:
5.0

Customer did not leave a comment.

Tiffany R. 
Rating:
5.0

Staff was very friendly, professional and efficient.

JOSEPHS K. 
Rating:
5.0

Customer did not leave a comment.

Marilyn A. 
Rating:
5.0

Great experience renting a truck from here, fast and friendly service. Would definitely rent from here again.

Megan F. 
Rating:
3.0

They require a photo (good luck to you if you don't have a smartphone) of the odometer and replenished fuel gauge in one picture upon completion of your rental.

Steve A. 
Rating:
4.0

Customer did not leave a comment.

David N. 
Rating:
4.0

Customer did not leave a comment.

Maurice H. 
Rating:
3.0

Truck floors were covered in mud, as was the cargo box. Wiper blades were ripped and flapping against the windshield. It took an hour waiting in the store to pick up the truck. Did everything online and it seemed like the only information the service center had was my name and phone number. Asked for our license twice even tho we did everything online and added pictures. I can see verification of the license, but he had to type everything in. It took forever, was very unorganized and inconvenient. Only thing that made it tolerable is the guy was super nice!

MARK A. 
Rating:
5.0

No . Excellent U-Haul center

charles W. 
Rating:
1.0

Service at Ultramar was fine when the truck was picked up and horrendous when the truck was dropped off. The 'gentleman' tried to charge an additional substantial amount which had already been paid. It required a phone call to the 1-800 number and the customer service rep was excellent in resolving the issue. I DO NOT recommend the Ultramar location.

MIchele D. 
Rating:
4.0

Customer did not leave a comment.

Melissa K. 
Rating:
4.0

Customer did not leave a comment.

TIMOTHY B. 
Rating:
5.0

Customer did not leave a comment.

dan T. 
Rating:
4.0

great service

CATALIN MIHAIL M. 
Rating:
5.0

Customer did not leave a comment.

Karen Z. 
Rating:
4.0

Easiest rental of a car or truck ive ever had and that was under a quarantine as well

James R. 
Rating:
3.0

Nothing with the location but uhaul in general Ordered a truck for 7am .. have a text message confirming. 7am .. looked up my order the night before and it said 9am .. called uhaul and they said someone would be there to meet me at 8:30 and no one showed up till 9:07 .. horrible as I had movers waiting for over an hour .. I will never use uhaul again

Brittany D. 
Rating:
5.0

Customer did not leave a comment.

kevin M. 
Rating:
5.0

YOUR MOBILE APP DOES NOT WORK

Henry P. 
Rating:
4.0

Customer did not leave a comment.

Linda G. 
Rating:
5.0

Customer did not leave a comment.

Molly B. 
Rating:
5.0

Need more time on online sites for pickup inspections and drop off.. as I'm a bit slow trying to enter things. The vehicle was great, easy loading, perfect for the job( move) . With the Covid-19 pandemic i was surprized that I could even get a moving truck.. I ThankYou

john B. 
Rating:
1.0

Customer service at this particular location was extremely poor.

richardo O. 
Rating:
5.0

Customer did not leave a comment.

John J. 
Rating:
5.0

Customer did not leave a comment.

Darryl P. 
Rating:
1.0

Arrived at the location as per contract. I went inside to speak to the gentlemen as I thought perhaps I needed to sjgn off on the truck. He told me we could not leave the truck there even though I told him my contract said that I was at the right location. He said he had no room even though we had parked the truck in a big area amongst the other trucks. He directed us to the other st.thomas location. I asked him if they would say the same thing and make us return back to the original location. He asurred us that would not happen. I Upon arrival there we were told that he is always sending people to them when he is not supposed to and instructed us to again go to the original location, leave the truck, put key and lock in dropoff box and leave. At this point after a very tiring day, we begrudgingly did this. The clerk came out and said we could absolutely not leave it there. He proceeded to get on the phone to the company as did I, to see what we could do, something I dont think I should have had to. He got off the phone and said to leave the key with him, not in the key box and he would look into it. I felt this should have never happened in the first place . It was very frustrating for me and the people who had offered to help with my move.

Adriana M. 
Rating:
3.0

Customer did not leave a comment.

Scott S. 
Rating:
5.0

Customer did not leave a comment.

Glen B. 
Rating:
5.0

Customer did not leave a comment.

Glen B. 
Rating:
5.0

Customer did not leave a comment.

remo V. 
Rating:
5.0

Customer did not leave a comment.

Feng C. 
Rating:
5.0

I had a smooth online pick up and drop off. It was a great location and the truck was great.

Karen W. 
Rating:
3.0

Customer did not leave a comment.

THOMAS F. 
Rating:
5.0

Customer did not leave a comment.

Marie L. 
Rating:
5.0

Customer did not leave a comment.

Denny B. 
Rating:
4.0

Customer did not leave a comment.

Bryan C. 
Rating:
4.0

Customer did not leave a comment.

Ka Yee I. 
Rating:
5.0

Fantastic customer service; pick up and drop off was easy and quick.

kevin B. 
Rating:
5.0

The owners are very nice and helpful.

Pamela C. 
Rating:
4.0

Check In/Out was quick and simple, if not for interruptions. The process itself was good, but having the same person trying to do rentals while the gas and store customers were wanting to be served was challenging for the attendant. The location of the depot is ideal, and easy to access with plenty of parking. Pretty good experience overall, with the suggested improvement mentioned above.

Ron M. 
Rating:
1.0

Attendant was very rude

Steven W. 
Rating:
4.0

Customer did not leave a comment.

Tina K. 
Rating:
4.0

Customer did not leave a comment.

MIHAI N. 
Rating:
4.0

Customer did not leave a comment.

reijo P. 
Rating:
5.0

Nothing... Good service.

Orville W. 
Rating:
2.0

The truck was there and ready but I had included 2 dozen pads, was told they only had 1 dozen available, and then there was none in the truck when I got home, yet still charged for 2 dozen. When I tried calling their phone it went straight to voicemail, which was full so I couldn't even leave a message. Luckily the Petro Canada in Tillsonburg was able to help! They were awesome!!!

Tim J. 
Rating:
2.0

Don't change peoples location and time the day before.

Darryl N. 
Rating:
3.0

Good experience. No problems.

Mark H. 
No reviews have been submitted for this location.

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