Lady at pick up desk doesn’t have customer service skills at all. Very mean. When I dropped key the same day. I asked her if I can get receipt. She meanly she’s “nope”. “We email you”. Before I even finish my next question. She said “just drop key on basket. We check tomollow! I wouldn’t recommend this location at all. Even with stranger.
JUDITH S
Aucomm Car Rental
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Thornhill, ON L4J7Y1
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Customer Reviews
- 4.0 Average Customer Rating
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Not nice to customers. never explain anything. Not checking the truck at the spot. Just delivered the key while sitting on the chair.
JIN SHad an issue with a broken spot mirror. Fortunately I had, upon on the agent's recommendation I had taken CDW insurance. The matter was dealt with in an expedited and satisfactory manner. Many thanks.
WAYNE SSubject: Complaint – Rude Manager and Poor Service at U-Haul Thornhill (100 Steeles Ave W Unit 15A) To U-Haul Customer Service / Head Office, I’m writing to report a negative experience at your location at 100 Steeles Ave W, Unit 15A, Thornhill, ON L4J 7Y1, mainly due to the behavior of the branch manager. She was rude, dismissive, and made no real effort to help fix an issue that came from how my reservation was handled. After this happened, I checked the Google reviews for this branch and saw many similar complaints about rude staff and a “not our problem” attitude. Combined with the feedback emails I keep getting from U-Haul, it feels like head office knows there is a problem at this location but hasn’t taken effective action. Two days before my move, I went into this branch in person and booked a truck and a dolly. I clearly said I needed the dolly for heavy items, and it was added to my reservation. No one told me that dollies are “first come, first served” or that they are not actually guaranteed, even when reserved. Early on the morning of my move, I stopped by the branch and confirmed my reservation. There were dollies visible on site. While the manager was reviewing my booking and talking with me, she still didn’t say anything about the dolly possibly not being available later or my reservation being uncertain. Later that same day, when I came back to pick up my order, I was suddenly told there was no dolly, that tools are “first come, first served,” and that the branch was not responsible. This was the first time anyone had mentioned this policy, despite my in-person booking specifically to avoid last-minute surprises on moving day. The manager’s attitude was the worst part. She was blunt and rude, didn’t apologize, and showed no concern about how this affected my move. She didn’t try to call another location, didn’t check for alternatives, and didn’t offer any practical help. Her only response was that they were “not responsible,” and the conversation basically ended there. As a customer who booked ahead, in person, this felt completely unfair and disrespectful. Because of this, my reservation was not honoured the way it was presented to me, the equipment policy was never explained when I made my decision to rent from U-Haul, and I was left with extra stress and difficulty on an already stressful day. I’m asking U-Haul to review the manager’s conduct and the way this branch is being run, to ensure that any “not guaranteed” equipment policies are clearly explained at the time of booking (especially for in-person reservations), and to actually address the ongoing negative feedback that is clearly visible in the public reviews. I would appreciate a reply letting me know what steps will be taken in response to this complaint. Sincerely, Alireza alirezaheshmaty@yahoo.com
ALIREZA HI will definitely reach out for a full refund. The truck does not start properly. I was stuck in the middle of nowhere and had to call my husband to come and help. again in the gas station i was stuck for more than 15-20 minutes because the truck didn't start. the ignition has a major problem. this is not the service i ever recieved in the past
Katayoun T