If I could give ZERO stars, I would. I booked a van through U-Haul for self-pickup at Ace Rental Car in Thornhill, expecting a smooth and efficient process. What I got instead was a complete disaster. I arrived at 10:00 AM sharp, only to find out through the app that “some piece of equipment was not assigned to the vehicle” and I had to call customer service. I spent over 25 minutes on hold before finally speaking to someone who casually told me that the store “forgot” to set up the vehicle for self-pickup. Seriously? That level of incompetence is beyond unacceptable. As a result, I was forced to drive to a different location, completely throwing off my tightly scheduled moving day. I had reserved an elevator for a specific time slot, and thanks to U-Haul’s careless error, I missed it, delaying everything and causing unnecessary stress, cost, and inconvenience. My entire moving plan fell apart. To make things worse, when I finally got to the new location, the van they gave me was disgusting. It was full of garbage, food wrappers, spilled drinks, an absolute mess from the previous customer. It smelled awful and was clearly never cleaned. I even left a comment during the pick-up process because it was that bad. It felt like I was being punished for their mistake. And let’s not forget the extra distance I was forced to drive, at least 20 additional kilometers that I now have to pay for, all because U-Haul failed to do their job properly. That’s not just inconvenient, it’s completely unfair and unethical. This experience was beyond frustrating!!
Armin H
SKN Auto Repair
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in North York, ON M3J3H4
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Customer Reviews
- 3.0 Average Customer Rating
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Loreta OWould not recommend this my friends who have standards of cleanliness. Location and service was fine- The truck smelled of wet dog. We had to drive to Waterloo and my husband had to open the window and stop a few times because he thought he was going to throw up. Then we noticed where the smell was coming from. There was dog food all over the back of the truck. The seats in the front were also filthy. Make sure you wrap the stuff you are transporting
rina tInform customer that truck pick up would be done by phone (no person at location). However Alex was very helpful over the phone for me to do it on my phone. Thanks Alex
lilly dIt took one hour to get the keys because of a clerical error on the part of uhaul staff. We thus needed assistance and it took many minutes to access a uhaul operator and then many minutes on the telephone. When I expressed that this had impacted our day they apologized but no sincere effort to make it better. The truck was VERY dirty inside.
Shayla G