What my review reflects in the in person experience more than the Uhaul itself. I completed everything online and confirmed on the phone the night before. Arriving in person, I had to submit all of my information again. I arrived late but the process took about 10-15 minutes longer than I planned on. When I asked about the return time, I was told that there was no flexibility unless I paid more for it. That everything is done through Uhaul and they just rent the vehicles. There just was a total lack of care for the costumer and what seemed like complete apathy for the Uhaul experience. When I went out to the Uhaul itself, the windshield was covered with ice. I expected the vehicle prepared or at least to be provided with an ice scrapper. The gas started with just over a 1/4 tank, which makes it challenging to refill to the proper amount. When we returned it, it was a different person. This is fine and he was nice, but again, another person who didn't know much about the Uhaul product. I raised a few issues with the experience but he didn't know how to address it. He called the manager (Who I spoke to that morning). We spoke. He told me about another charge due to mileage and I had questions. I was simply advised to call Uhual. When I went home, the charges were correct. Yet the front facing staff either didn't know, didn't know how to explain the process, or didn't care. Even if Uhaul manages the background things and the front facing staff delivers, this disconnect makes for a poor guest experience that reflects on Uhual and in this case, Norwood Ultramar. To fix this experience in the future - empower your front facing staff who are actually renting the vehicles to have more say and ability to correct the experience, and explain things with information and empathy to the situation and the person. - prepare the vehicles. It's Canada and the winter. They knew when we were arriving for pick up- so have the vehicle prepared and the person renting can just head out. At minimum, include an ice scraper. If there's such a strict return time, there should be a level of care to have the vehicle ready to go. - start the vehicle with a full tank of gas. This was a location that is primarily a gas station. I shared parts of this with the manager and the front desk person. I do hope other guests have a more positive experience. I do appreciate there is a location in Norwood.
Michael P
Norwood Ultramar
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Norwood, ON K0L2V0
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great service close to home
Anthony MAll good
Kennth MUhaul website sucks, got lied to about my total cost.
Jamie HI am waiting still to resolve fuel charge. I returned with proper amount of gas. Was not told to deposit key in drop box. Was called 4 days later asked if I still had truck. I picked up and returned the same day. Account was not closed. Date of return was wrong. I hope someone return my call about fuel charges. Otherwise I would never recommend uhaul.
LEANNE C