**Formal Complaint – Reservation Changed Without Notice and Paid Equipment Not Provided** I booked a 15' U-Haul truck with a dolly and moving blankets at **ABs Supermarket, 43 Oxford St W, London, ON N6H 1R5**. Without prior notice, consultation, or my consent, my reservation was moved to **Markus Mini Mart, 477 Dundas St, London, ON N6B 1W4**. This location was significantly less suitable, and the customer service experience there was very poor. More importantly, when I picked up the truck, **the dolly and moving blankets that I had paid for were not provided**. I only discovered this after arriving at **U-Haul Moving & Storage of Western Fair, 745 York St, London, ON N5W 2S6**. I spoke with a manager at the U-Haul location, but unfortunately the assistance provided was very limited and the issue was not properly resolved. I then returned to Markus Mini Mart to request a refund for the dolly and blankets that I had paid for but never received, and to seek appropriate compensation for the inconvenience and disruption caused by U-Haul's handling of my reservation. Again, the issue was not resolved. The employee at Markus Mini Mart also acknowledged that there were ongoing problems with their U-Haul system and indicated that they were considering ending their partnership with U-Haul. This entire experience caused unnecessary stress, additional travel, and significant inconvenience during an already time-sensitive move. I paid for specific services and equipment that were not provided, and my pickup location was changed without my agreement. **I am requesting:** 1. A full refund for the dolly and moving blankets that I paid for but did not receive. 2. Appropriate compensation for the inconvenience and additional time/travel caused by the reservation change and failure to provide the equipment. 3. An explanation as to why my confirmed pickup location was changed without prior notice or my consent. 4. Confirmation of what U-Haul will do to prevent this type of situation from happening to other customers. I would appreciate a prompt resolution and reimbursement of the amounts I paid for services and equipment that were not provided.
Eduardo M
Markus Mini Mart
(U-Haul Neighborhood Dealer)
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There were 10 crack heads doing the ‘bend’ . I also had to ask a drug dealer to move out of the way of the required pictures as he was dealing around the vehicle . The best part was the cab was open and I had to step over human feeces to climb into the driver seat. Not a good/safe experience
Dean FPls call me not happy with UHaul, thanks.
Sean JIn all fairness, the feedback I'm about to give is more about the Clarke Road location and the horrible manager Fatima that we dealt with, however all of this could've been avoided if at this Markus mini mart location - if they had told me when they called the day prior that there was a change requiring us to pick up the truck at an alternate location but this was not told to us. As such, we wasted time and gas money going to the Clarke Road location, only to have the Manager Fatima treat us horribly when my partner started to escalate, she escalated even higher than he did, instead of using de-escalation techniques. I tried to keep my cool until eventually I lost it on her too as she kept interrupting me to repeat explanations, instead of focusing on the mistake that was outside of our control and focus on how to fix it. She just gave attitude even though I told her we've been living a hell for 5 months due to flooding in her home and she gave a sarcastic empathy statement and then refused to help because of my partner's attitude, even though I sent him way. It wasn't until I went outside, cried like a baby and went back in and told her that because of what we go through, I think about suicide every day and pleaded for her in tears that we just need help to resolve this and she begrudgingly helped but not at first without trying to repeat explain that it was our fault for not realizing that pick up location is only a preference and I just asked her to stop talking and please focus on fixing things because we were already late to pick up what we needed with the truck and she was just causing more damage. I regret our actions, however I suspect that if she doesn't change her approach, she will continue to impact your business in a negative way, as I will think twice about ever renting from U-Haul again. The other employee in the building was nice and the one who was originally trying to help us Fatima just making jab comments while assisting another customer. I'm sure that employee felt awful but couldn't speak up against her manager also. Later when we got to Home Depot to pick up the product we needed for repairs and got good customer service there, the employee who heard my story told me he was surprised as what he knew from U-Haul was if they don't have the truck at a U-Haul location and they make you go to a 3rd party to pick it up, then they are supposed to offer $50 off the price for the inconvenience, but if so, Fatima never mentioned anything like that.
Jeremy BThe truck must be cleaned prior to delivery to the next customer. The cabin interior was found to be in an unsatisfactory condition.
Ali S