Dear U-Haul Customer Service, I am writing to formally complain about the unacceptable experience I had with my recent U-Haul rental on May 23, 2026, involving a 10-foot truck and a reserved dolly. At the time of booking, I specifically requested and reserved a dolly along with the truck. However, upon arriving at the 1036 Burnhamthorpe Road East, Mississauga, Ontario, we were informed that the dolly was not available. Unfortunately, the staff did not make any meaningful effort to assist us or provide an immediate solution. As a result, we were forced to travel at 1060 Britannia Rd E, Mississauga, Ontario, losing more than 40 minutes in the middle of a severe storm simply to obtain equipment that had already been reserved. Regrettably, the problems did not end there. When we arrived at the Britannia location, the representative provided us with the 10-foot truck but failed to give us the dolly. We only realized this once we had arrived at the moving location, forcing us to return once again to the rental office. This resulted in approximately 25 minutes driving back to pick up the dolly and another 25 minutes returning to the moving site. Overall, we lost close to two hours due entirely to poor coordination, lack of communication, and negligence by U-Haul staff. Additionally, the truck provided to us was not in acceptable condition. The cabin was visibly dirty and appeared not to have been cleaned before being rented to us. There were used napkins, bags, and Tim Hortons coffee cups left inside the cabin, which created the impression that the vehicle had not been properly inspected or prepared for a new customer. We have video evidence documenting the condition of the cabin at the time the vehicle was delivered to us. Even more concerning, the dashboard displayed a tire sensor warning. We immediately reported this to the representative, who dismissed our concerns and advised that there was no issue. Nevertheless, being asked to drive a loaded moving truck while a tire warning indicator was displayed caused significant stress and concern regarding our safety, especially considering the additional weight of our belongings. We also have photographs documenting the tire sensor warning displayed on the dashboard. The consequences of these delays were significant. Due to the considerable amount of time lost as a direct result of these issues, the moving elevator reserved at our apartment building could only be used for one hour instead of the three hours originally scheduled and approved. Because of this reduced access time, we were forced to urgently arrange for two additional people to assist with moving our belongings from the apartment to the truck and handling the heavy furniture and boxes. This created additional and unexpected expenses that we should not have incurred. These costs were a direct consequence of the delays and service failures associated with this rental experience. The combination of repeated delays, poor customer service, missing reserved equipment, additional labour costs, and concerns about the vehicle's condition turned what should have been a straightforward move into an unnecessarily stressful, costly, and frustrating experience. Given the significant inconvenience, lost time, additional driving, unexpected expenses, and distress caused by these service failures, I respectfully request that U-Haul review this matter and provide appropriate compensation. We are prepared to provide the supporting video and photographic evidence upon request. I have been a customer expecting reliable service and was disappointed by the lack of professionalism and accountability shown during this rental experience. I trust that U-Haul will take this complaint seriously and respond accordingly. I look forward to your prompt response. Sincerely,
AMELIA P
Gandhi Landscaping Equipments Inc
(U-Haul Neighborhood Dealer)
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