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POOJA M | First ImpressionsSelf Storage Units in Toronto, ON, M6N4Y7
U-Haul Moving & Storage of Stockyards District
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- 4.0 Average Customer Rating
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Dear U-Haul Customer Service, I am writing to dispute the additional charges applied to Contract No. 74680300 and request reimbursement for costs that resulted from circumstances entirely outside of my control. This rental was part of my move from Montreal to Toronto. I reserved a storage unit at your 355 Weston Road, Toronto facility because it was also the designated truck return location on my reservation. My intention was to unload my belongings directly into storage and return the truck at the same location. 1. Last-minute pickup location change Approximately 24 hours before my scheduled pickup, I received a phone call advising that my pickup location had been changed from U-Haul Centre-Ville to U-Haul de Lachine. Because the new location was much farther from my home, I had to take an Uber. During that call, your representative acknowledged the inconvenience and told me that I would receive $50 because of the location change. However, that amount was never reflected in my final invoice. 2. Unable to unload the truck on the evening before the scheduled return On August 3 at approximately 7:10 PM, I arrived at 355 Weston Road intending to unload the remaining items into my storage unit. However, the sliding glass entrance designated for truck access to the loading dock was already locked, making it impossible to unload my belongings from the truck into my storage unit. At no point during my storage reservation or truck rental was I informed that the truck loading entrance operated on different hours than the published storage access hours. Based on the information provided to me, I reasonably expected to have access until 10:00 PM. Because I was unable to unload the truck, I had no choice but to leave with the remaining load and return again the following morning, resulting in unnecessary additional driving and fuel consumption. 3. Last-minute return location change One day before my scheduled return, I received another phone call advising that 355 Weston Road could no longer accept my truck due to a lack of available space. I specifically requested that the new return location be sent to me by text message or email. Despite this request, I never received any written confirmation. 4. Arrival before the contractual return deadline According to my rental agreement, my scheduled return time was August 4 at 8:45 AM. I arrived at 355 Weston Road at approximately 7:50 AM, well before my scheduled return time, to unload the remaining items. Once again, the sliding glass entrance designated for truck access to the loading dock was locked. I had to wait until an employee unlocked it, causing another unnecessary delay. After unloading my belongings, I went to the U-Haul office before my scheduled return time to return the truck. Instead, I was instructed to drive to another location, and the new address was simply written on a piece of paper. 5. No staff at the replacement return location When I arrived at 115 McCormack Street, Unit 8, there were no U-Haul employees on site. I had to ask neighbouring businesses for assistance before locating a phone number posted outside the building. Only after calling that number was I instructed where to park the truck and where to leave the keys. As a result of these circumstances, the truck was finally returned at approximately 9:15 AM. I arrived at the original contracted return location before my scheduled return time and followed every instruction provided by U-Haul. Any delay in completing the return resulted entirely from circumstances beyond my control and from operational decisions made by U-Haul. Requested Resolution The additional rental day charge, additional coverage charge, and fuel charge were incurred solely because of circumstances created by U-Haul, including the last-minute pickup and return location changes, the inability to access the truck loading entrance, and being redirected to another return location. I respectfully request: Reimbursement of the $50 that I was told I would receive because my pickup location was changed. Reimbursement of the additional rental day charge. Reimbursement of the additional coverage charge. Reimbursement of the fuel charge that resulted from the unnecessary additional travel caused by U-Haul's operational decisions, together with all applicable taxes. I also request that you review the call recordings and reservation notes associated with my rental, as they should confirm both location changes and that I was informed I would receive $50 because of the pickup location change. Thank you for your time and consideration. I look forward to your response and a fair resolution. Sincerely,
Amir E | Online Move InThe two reps working on the evening of Thursday, July 24th at the 355 Weston rd location could not have been better. There were some small technical issues with the key code system that delayed my move in, they willingly stayed past close in order to ensure I had access to the loading dock to make my move-in easier. 12/10 customer experience. Thanks to those guy for making my life easier after a 10 hour drive .
Matthew S | First ImpressionsAll staff were amazing !!! Great asset to Uhaul
CHELSEY P | Overall ExperienceI adavised them I would have a U-Haul van full of boxes and was told a 5x7 would fit everything. It definitely did not fit everything I immediately advised the person working there. The keypad was not working on the door close to the elevator I had to go back twice to advise them the. They Tod me to use another door. They said the lock would be in the unit it was not so we had to walk back over to get the lock. It also looked like someone was living in his storage unit..
Anna D | Online Move InGuy working the front desk who assisted me, purching my rental and close out my account was helpful and friendly.
Owen S | Overall ExperienceWas a painful 45 min wait at counter, just to get my licker number & code. Then alarms going off in building every 2 minutes. Seemed like unorganized chaos there! Staff were on personal calls while people lined up to the doors. Gave very little info, had to figure out most ourselves, as employees didn't seem to know how to do anything. Lastly, was told I was getting a unit on the ground floor, which is what I signed up for, and was put in the basement. All around not good, but have come to expect this from the company. If there was a cheaper and closer option, would have literally went with ANY other company, for truck rentals AND storage. Lucky to get 2 stars here honestly.
DANA A | First ImpressionsExcellent from start to finish!
Darlene V | Overall ExperienceStaff was amazing and super accommodating The building itself is fairly clean and maintained Only critique is the carts to get your things to the storage lockers could be better, a couple bigger sizes there was only one with a handle and divider
Angel C | First ImpressionsFirst I called to reserve the storage , was on the phone with a man to help me , he took my credit card information and confirmed that it was reserved. He then told me my computer has a glitch and that the information was not save , I gave the card details again he confirmed again the storage unit and U-Haul as been booked I took the van pick up close to the storage location for easy transition he confirmed BOTH addresses one for van pick up one for storage. When I arrived at the van pick up , customer service person confirmed the storage was reserved and it’s on the second floor. When I arrived at the self storage it’s closed . I had to access from outside but no success because nothing was ever booked and it was already after 8pm and the van had to be dropped off at 9pm . I was panicking how will I get the things inside and unload by 9pm . I called customer service to help me. The person seems they didn’t know what they are doing , she wants to book storage aces for next day and I explained the situation I’m there now need help now . She mentioned after I can do it only , I said can you please help me she send all conformation and credit card details given she booked it. I was able to access finally at around 9:47 pm. I worked really hard to packed over 10 boxes of heavy things , I have back pain , the can drop off time was at 9pm. No way I could make it back . I finished at 11:20pm backing everything. This small error messed up everything. My experience was terrible. Will I do again , sure not online in person I believe if every had went well it would be good.please look into this
Sadeky T | Online Move InThe Personal working at the facility are very friendly and they really gives you good information
Ivonne G | First ImpressionsThe staff were very friendly and accommodating. They keep the facility clean and well maintained. Thank you.
Ulysses R | Overall ExperienceNo further comment, my experience was excellent.
FERDINAND G | Overall ExperiencePerdí, 3 cajas con cosas de cocina incluyendo efectos eléctricos como freidora, cáuselas y sartén eléctrico y más, por aver varios camiones trasladando sus cosas y el salón estaba lleno, y EL ELEVADOR no era suficiente, mui pequeño, No Hay Elevador de carga más amplio,
Cabanas H | Overall Experience