To Whom It May Concern, I am writing to formally complain about a highly unsatisfactory experience I had when attempting to rent a truck from U-Haul on [Date of rental, e.g., July 2, 2025]. I had a confirmed reservation for a truck pick-up at 3:00 PM. Based on this reservation, I had also specifically reserved elevator access at both my previous and new residential buildings for moving purposes. However, at approximately 2:30 PM on the day of my move, I was informed by your dealer that the reserved truck was not available. This last-minute notification caused significant distress and a substantial delay to my moving schedule. After an hour-long delay, I was eventually able to rent a larger truck, which unfortunately came with a higher rental rate than my original reservation. This situation created immense inconvenience, disrupted my pre-arranged moving plans, and resulted in unforeseen additional expenses. It is deeply concerning that a confirmed reservation for a crucial piece of equipment like a moving truck can be unilaterally canceled so close to the pick-up time, seemingly without a guaranteed replacement. I would like to understand why reservations are accepted if the availability of the vehicle is not assured. This incident severely impacted my move and reflects poorly on U-Haul's reservation system and customer service. I request a full explanation for this issue and an appropriate resolution for the inconvenience and additional costs incurred due to U-Haul's inability to fulfill my confirmed reservation.
Mohsen J
Leslie Convenience
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Richmond Hill, ON L4B4C4
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A Tiny convenience store with the nicest owner. Best U-Haul experience I have had in years. 5 Stars. Thank you to the owner
STEVEN SGood
MOHAMED TService was great. Quick and easy, nothing to improve as everything is great.
Kevin HI found out this location only when I try to order online, otherwise I don’t know this location exists. A sign at the front of the plaza will definitely attract more customers
Pak W