I would like to make a complaint regarding the Regent location. I booked at 26 foot truck for 2pm and already prepaid on July 31 2025. I was 20 min late they told me they canceled the reservation. I than asked if it was available they said yes than told me it was a cargo van that I booked. I said no i have the confirmation and emails. I booked a 26 foot truck so that I would use less kilometers. So he than said he only had the cargo available. He ended up finding me a 10 foot truck at the Arlington location. Which I had no choice but to use. I asked the guy if I can drop off that truck to any location in the city he said yes. Than someone had called me and I asked again if I can drop off at any location they said yes. Than niw I’m be billed $270 for a dropping it off at a location. Where in any of the contracts does it say I would be charged that outrageous amount. So I paid for two different trucks and now being charged for dropping it off at a different location. 84892660 Is my reservation number.
Shannon C
Blueline Auto Centre Ltd
(U-Haul Neighborhood Dealer)
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Back end of a garage. No office to sign anything. Trucks are kept in a separate lot - short distance but was more of a used car lot.
Laurena HI am dissatisfied with the recent rental pickup experience at your Arlington location. The process was highly inconvenient and poorly managed, resulting in significant frustration and wasted time. I initially requested the Dufferin location but was redirected to Arlington due to the truck having Arizona plates. While I understand logistical considerations, this change caused unnecessary inconvenience. On Friday, I arrived at 5:40 PM (within the stated operating hours of 10 AM–6 PM), but the office was locked. Despite calling the provided number, I was instructed to use mobile pickup, which failed due to my temporary driver’s license. Customer care then directed me to visit another location for verification—an unreasonable request given my valid passport and temporary license. Despite multiple calls to customer service, I received no viable solution until a manager finally advised returning the next morning. However, upon arriving Saturday at 10:30 AM (again within operating hours), no staff was present. The representative who eventually answered the phone insisted on mobile pickup, refusing to assist in person until I escalated the issue again. The staff member’s remark (*“Are you the guy who came yesterday complaining?”*) was dismissive and unprofessional. Additionally, despite handling modifications to the reservation earlier, your team suddenly refused to speak to me without my girlfriend on the line, further delaying resolution. This experience fell far below the standard of service I expected from U-Haul.
Navdeep SWas given a vehicle with a broken gas tank.
Robin BCourteous and professional.
ADEAYOMI A