This is my first negative experience with this location, and unfortunately, it will be my last. The rental truck provided was neither roadworthy nor clean. I have photo and video documentation. The front of the vehicle was damaged, and the front light was held in place with tape. A staff member prohibited me from parking in designated areas and repeatedly suggested I park my personal vehicle in the muddy area adjacent to the U-Haul trucks, despite there being ample parking available in front of and around the store at 7 AM. My vehicle's wheel well was filled with mud afterward, showing how soft the ground was. The staff member dismissed my concerns, saying they were of no importance. Tire tracks from my vehicle could be seen where I tried to free it from the mud onto firmer ground. The experience was very disappointing, even after speaking with the owner, who was contacted by staff and persuaded me not to use the regular parking lot. Upon returning the truck, I saw other vehicles parked in front of the store, yet I was told not to park there. I have photo evidence of this. I felt I was treated unfairly. I raised my concerns with U-Haul customer service. They directed me to the location director, with whom I shared my feedback. The director was courteous, attentive, and receptive. Interestingly, I am a regular customer, and during the week, the staff usually provide excellent service. My treatment during this incident was different. I was told that the staff member on duty was working the weekend shift and might not be familiar with proper procedures. I also gave U-Haul suggestions for improvement. The owner or local manager, contacted by phone, listened briefly but sided with the staff, despite not being on-site. It appeared the staff gave him incorrect information. They also failed to comment on previous instances of my parking in the lot during past rentals. I suggest posting clear notices with parking instructions to improve transparency. They criticized me for not bringing help to move my vehicle, even though I had no support and had completed similar short, same-day rentals without issue. I recorded the entire experience for documentation. During vehicle pickup, the attendant left the truck behind a locked fence and instructed me to go into the lot and back it out from another side. I requested that the fence be opened, but this was not done without repeated asking. It seemed the employee was unwilling to assist. They had another truck in good condition, but did not give it to me; instead, they offered a vehicle that was not roadworthy, which was disappointing. If renting from this location, it’s wise to thoroughly inspect the vehicle, including taking photos or videos for safety and as evidence. Regrettably, I will avoid this location in the future due to these issues.
Chika M
Ace Country & Garden Depot
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Almonte, ON K0A1A0
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Customer Reviews
- 4.5 Average Customer Rating
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I had to clean out the back .. it had about an inch and half of sand and dirt. I was 10 min late dropping off even though we didn’t start till 45 mins later. So I was stil in the 8 hour period and was charged an extra $80!?
Chelsea TBack passenger light wouldn’t go out. Rear passenger turning signal didn’t work. Only complaint I had
Deb SThe process was fast and easy in and out. Location was convenient and staff was friendly. Made our move less stressful. Would recommend and use this location again in the future. Thank you!
Lucie CHad the van warmed up and ready to go. Great customer service…. Representative was well spoken and polite.
JOHN L