Courteous and professional reception
David S
L&S Food Corp
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Ottawa, ON K0A1L0
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- 4.5 Average Customer Rating
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Dear U-Haul Customer Service, I am writing to formally complain about my recent truck rental experience, which caused significant inconvenience, unexpected expenses, and physical strain on my moving day. I also request a refund for the charges that resulted directly from these issues. When I made my reservation, I intentionally selected a pickup location that was only 2 km from my home to minimize mileage charges. My reservation was also advertised as a Guaranteed Pickup, so I planned my entire move based on that commitment. However, at around 8:00 PM on the evening before my move, I received both a text message and an email informing me that my pickup location had been changed to 245 Westbrook St. This new location was approximately 28–30 km away, requiring me to drive about 30 minutes to pick up the truck. Because of this last-minute change by U-Haul, I had to drive an additional 30 km to the pickup location and another 30 km back, resulting in approximately 60 km of extra mileage that I would never have incurred had my original reservation been honored. To make matters worse, when I arrived at the new location, the owner/agent arrived approximately 10 minutes late to open the location and provide the truck. This delay caused me to lose valuable time during a carefully scheduled move. As a result, my elevator booking at my building was affected. I lost precious moving time and had to complete the last 30 minutes of my move using the stairs instead of the elevator. Carrying heavy furniture up and down the stairs caused significant physical strain and resulted in back pain. In addition, I informed the agent that I would return the truck and equipment between 7:30 PM and 8:00 PM. Despite this, I was later charged twice for the truck, as if I had rented or used it for two separate bookings. I do not understand why I was billed twice, and I request that this error be investigated immediately and the duplicate charge refunded. I was also charged for mileage that was far higher than I had anticipated. A substantial portion of those mileage charges resulted solely from U-Haul's decision to change my pickup location at the last minute. Those additional mileage charges were not my fault and should not have been passed on to me. I would also like to report an issue regarding the purchase of packing tape at the pickup location. The agent had tapes available for sale, and I wanted to purchase one. When I asked to pay using my credit card through the U-Haul payment terminal, the agent instructed me to send an Interac e-Transfer instead. I later realized that the tape was not a U-Haul-branded product but a local brand. Furthermore, I was charged $20 for a roll of tape, even though comparable U-Haul-branded tape typically sells for around $4–$5. The product had no price marked on it, and there was no visible price list. I believe this was inappropriate and should also be investigated. Given these circumstances, I respectfully request the following: A refund of the duplicate truck rental charge. A refund for the approximately 60 km of additional mileage that I incurred solely because U-Haul changed my guaranteed pickup location at the last minute. A review of the overcharged mileage on my rental. An investigation into the tape sale and the payment method requested by the agent. Appropriate compensation for the inconvenience, wasted time, physical hardship, and failure to honor my Guaranteed Pickup reservation. I chose U-Haul because I trusted the Guaranteed Pickup promise and organized my moving day around that commitment. Unfortunately, the last-minute location change, the pickup delay, the duplicate charges, the excessive mileage costs, and the issues at the pickup location resulted in a very disappointing experience. I would appreciate a prompt review of my complaint and a fair resolution. I look forward to your response.
Harshit ASuper Tom is the best
Andrew BReplace this location by another one
Zouheir Esend them to tom at ls rental. great experience with Tom. very informative and knowlegeable.
Gordon B