Moving Truck Rental in Aurora, ON at U-Haul Moving & Storage of Wellington Lanes

Customer Service at this location needs serious attention. On my 2 visits to this location the U-Haul representatives were using Facebook and cell phones instead of paying attention to customers. U-Haul representatives just went on about there job and provided no input to me on how the process works during check out. I was just standing in the store wondering what was going on, do I need to go with you? Will this take long? The check out process took over 30 minutes and I ended up walking away in the end as the older gentleman was quite rude and I had no time for his attitude. I didn't receive my electronic receipt for several hours as U-Haul representatives couldn't close my rental deal as they couldn't figure out how to successfully obtain the odometer reading.

Nothing. Speedy, friendly staff, clean vehicle ready to go. Moving supplies are a little high priced though at all U-Haul sites.

I made a self-pick up reservation but when I arrived to that location it was closed and there was no key for me. It was Friday night. I had no other option. They send me to other location which was 30km far from first location. It's funny! I called costumer service and also got that location before the reservation day to make sure everything is Ok but it happened. That was my worst experience ever to rent a car. Pour costumer service. I never recommend this company to others.

Booked truck 2 months in advance. Didnt get the truck i ordered. show up to get truck and uhaul was closed. Supposed to open at 7am. 9am doors locked. Lights off. 5 or 6 people standing around outside waiting. Called head office they had no idea what was going on. Finally at 11am i get my truck. Had to get trailer as well as truck. Hook up trailer and the lights dont work on the truck side. Had to get another vehicle to get trailer. Put me 3 hours behind schedule. Highly recommend not using this location. Use Newmarket if you can.

Everything was a bad experience from beginning to end started off with making a reservation with head office and she give me the wrong quote then she finally agree to honour her price. Van was not full of fuel as said on the paper and I had to call traffic for the rate they promise because it wasn't in the notes. Van smells like horse or farm. Waited so long to pick up my cargo van the Day of and returning as well.. needs more worker or faster services. I went in early before returning the van to make sure the rate and talk about the gas fuel before I have to bring my 3 babies to go return the van.. turns out I still have to wait and asked to see the picture twice which I showed him when I was there earlier.. I was losing my patients. Made me so stress just to went out a cargo van , I must of called and spoke to so many different head office, customer services and traffic people" I don't remember having to go thru this in the past.

I made a reservation to rent a motorcycle trailer on the phone, booked the pick up for 11:30am, but of course when I got there the man couldn't figure it out where should I drop off the trailer even tho I told him I had set up on the phone to drop it off in Toronto East York. So either the front desk man or the lady who made my reservation on the phone made a dirty mistake. There was only one man working at front desk and several costumers walking in. meanwhile i noticed that he was taking to long to figure it out my trailler, people keep coming in and he keeps serving them and leaving me behind. I had an appointment at noon 15min drive from that Uhaul location, I left that place at 1:45pm!!!! It took him a long time. Now let me tell you about how sexist he was. Male individuals walked in the office asking for trailers as well, Uhaul employee would tell them where to go to hook up the trailler and they could and on the way back they would do the paper work, guys were in and out, 10 minites. But not me I had to wait for his incompetency. After he finally finished I had the trailler all set up on my Jeep I was ready to go, than he came out to check my lights? And the chains ?!? Why didn't he checked the several other guys lights and chains? The pavement worker out even mention one of the guys left with a trailer missing the safety pin on the hitch !!!! I almost lost a $500 dollar deposit, and I got over an hour and a half late, and I was treated very much different that the other guys.

nice people

The place is super clean and well organized. The cargo van is super clean too. Well maintained!

I can give this location 3 stars only because I received conflicting information from the U Haul main line and personnel at the actual drop off location. When I made arrangements with U haul I was advised that I can drop the trailer after regular hours. However when I received a call from the drop off location I was told otherwise. On a good note the drop off location is open on Sunday.

Thank you so much.

Good Service, Good Value

Becky runs an excellent operation I have used this location exclusively for over 15 years and have spent thousands . Well spent . Thank you!!

Staff was very friendly when I dropped off the trailer. They pointed to the location for me to drop off the trailer. I prefer locations that are full service (I.e they disconnect the trailer).

We were hoping to reserve an enclosed trailer and there were none available in York Region. Head office did attempt to locate some in areas opposite to our destination. It might be prudent for your company to have more of those trailer types available at all locations. A good solution to this situation may be to offer customers a one way trip for the return price not a premium charge. Otherwise customer service was very good.

too much gas charge for client i should check the odometer before i start

The truck rented should have had a proper service. It did not run well on the highway. The fuel line or plugs were dirty and caused the truck to stutter and be unreliable up any incline or need for acceleration

why was no backup plan in use when power goes out You should printout a list for the next day pick-up so customers don't have to wait for power. It cost me 1 hour extra for the movers which I would like to get reinbrusted. please call me to discuss at 416-274-1429

I was charged for pads but wasn't given them.

This is one of the worst customer service experience I've ever had. We booked a 20ft truck on July 6 for two days for July 29-30. Well I received a phone saying they don't have a 20ft truck only a 17ft, which I would live with but then tell me I can only pick it up at 530pm on Saturday night. Now I have lost most of the day because I don't have a truck. So far I'm not getting the truck I want or the time I want but fine I'll just move later in the day sunday. I go to the store pick up and the CS experience just continues to get worst, the lady working the desk was rude and not friendly. She then proceeds to tell that I need to return the truck by 9am the next morning. Which I try to ask why don't I have the truck for two days like I booked online and she just said cause someone else is renting it sunday. I asked to see if there was another truck somewhere available, which she look's for 2 seconds and says one is available about an hour away and that's it. At no point did she apologize for this situation or act in a helping manner. She then said "so what are you doing" at this point we felt like we are being held hostage because we had no choice but to rent this truck for 14 hours and move everything because we needed to leave the rental house by sunday night. I felt like this was a scam they know people need to move out by the end of the month and give them no choice but to take this "overnight rental" and make extra money instead of their trucks siting in the parking lot. I will never use uhaul again and I will actively tell people how bad this experiences was and strongly discourage them to not use your company ever.

I was in need of a trailer, did a reservation, but there was a mix up, the gentleman at the desk help me and after talking to him it was better to rent a van anyway, after that it was very quick!

I will be sending an email today. I felt that the gas gauge wasn't accurate at all when I got the vehicle. I was asked to return t miscellaneous cars and some rental vans. he vehicle at 9 am as there wasn't any parking for it as the parking was full of cars and the gate would be locked up after they were closed. When I was exciting I noticed there was lots of parking for the rental vehicles outside inside the gate and wasn't sure why they wouldn't leave the parking for rental return? It didn't matter because when I returned and the office was closed, all of the gates were wide open and even the side passenger gate was open. I could have parked inside but was scared to as it should have been locked and I didn't have a code to get out if anything changed. I took plenty of pictures which I will forward onto uhaul. All in all a not very friendly and weird experience.

Love uhaul in Aurora. Always great service and always a great experience. Looking forward to my next visit

provide parking for customers' own vehicle during rental period.

Explain the different price structure based on mileage.

Horrible customer service. Truck not ready terrible experience