My rating of poor is not specifically for the location but rather for the extremely poor customer service. Last week I rented a truck from U‑Haul and had a very disappointing experience. Less than 24 hours before my scheduled pickup, I was notified (after 7 p.m.) that the truck would not be available at the location I had booked. I was first told that another customer was going to keep the truck longer and then I was told that there must have been a glitch in the computer system at the time I booked, so it felt as if the representative was being disingenuous. I was told my reservation was moved to a different location (1140 Burnhamthorpe Rd W) which was farther away, and which meant additional mileage charges. When I asked whether I would be reimbursed for the extra distance, given that the change was not my fault, the representative told me she could not do that and then hung up on me. Because of the late notice and the fact that most competitors were already closed, I was unable to secure a truck elsewhere despite trying. On the day of pickup, I arrived at the new location only to be told that the furniture dolly I had reserved was not available. This was extremely frustrating, especially after the previous issues and because I needed the dolly to move heavy furniture. I was told I could try another location, but I did not have the time due to a confirmed pickup deadline before the business closed for the weekend. As a result, loading and unloading the furniture was very difficult and caused unnecessary stress and physical strain. Given the multiple inconveniences, last‑minute changes, and lack of support, I feel U‑Haul should have offered some form of compensation or acknowledgment for the disruption and hardship their actions caused. The representative on the phone was completely dismissive and showed no concern for the impact this had on me. I also suspect she deliberately neglected to tell me that the furniture dolly I had reserved was unavailable.
Maria W
The Ups Store 422
(U-Haul Neighborhood Dealer)
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- 3.0 Average Customer Rating
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The overnight drop off is a nightmare. No drop box. No directions as to how the keys should be left. Staff at the next for original pick up took my DL and CC, registered me and gave me the keys. No singing. No hard copy. Just an email that i got later about particulars. I went through the process of doing the after hour online drop off. The last step was to leave the keys to the car in the drop off box. There is no drop off box located around where the trucks are parked nor is there any at the location where I received the keys which was the UPS store. I waited for a callback from U-Haul customer service for over an hour When speaking to the first customer service person, they told me they could not find it anywhere on their map and that they would call the store manager. They said the store manager did not pick up their call but they left a message for them. Then they sent me to roadside assistance who were unable to help me and sent me back to customer service. A second customer service agent spoke to me with the same results of not knowing where to leave the keys to the car. She again got a manager to call the manager of the U-Haul location. By this time I have been waiting outside of U-Haul just over 2 hours. I was then given a call by Jamal who I believe is the manager of that store who told me the best thing to do is to leave the key under the front driver seat because he himself does not know where the drop off box would be. No apologies. No explanation. No courtesy. This process has been not only frustrating but incredibly unprofessional. So as instructed by the manager Jamal I had to leave keys in the vehicle overnight at the location at 1140 Burnhamthorpe Unit 137 in Mississauga.
Brendon Mlocation is just a stone throw away from my place, and very please of the customer services provided.
carlos sworst experience ever the server was down, I got my Uhaul late and no proper customer service at all at this location it was like a self server
ROHAN DThe fuel indicador was broken. It is always stuck to 1/4, so you actually don’t know how full or empty the tank really is. I’ve filled up the tank and it was still showing 1/4. Please fix this asap
RENAN B