I rented a truck from this U-Haul location and had a terrible experience. When I returned the truck, the person working there suddenly claimed there were scratches on the vehicle that weren’t there when I picked it up. I asked him to show me the check-out photos taken before my rental, but he had no pictures to prove any prior condition. I strongly advise anyone renting from this location to take thorough photos and videos of the vehicle before and after your rental, and be cautious dealing with this individual. This experience has made me seriously reconsider using U-Haul in the future.
BILAL A
Nirmaa Silk
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Scarborough, ON M1K2S2
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Badri NI am writing this with utmost dissatisfaction regarding the experience I had with U-Haul between yesterday and today. I booked a U-Haul vehicle in advance, selecting a location and specifically choosing in-person pickup. However, at 6:43 p.m. yesterday, I received a call from someone informing me that the vehicle I booked was no longer available. He offered me another vehicle at a different location and asked if I was okay with that. I agreed only because I had no better alternative. What I did not agree to—and was never even asked about—was switching to an online pickup system. This change was made without my permission. I have never liked your online pickup system. It involves too many steps. When a human being is there, the process is much quicker and simpler—I don’t have to go through multiple screens or upload photos and re-enter information that I already submitted earlier. Today, when I arrived at the new location, I wasted valuable time looking for a staff member because I was not informed that this was an online pickup. Nobody told me about this change. This was the first major disappointment. At 1:50 p.m. today in Toronto, I called customer support and spoke with a lady whose name I do not know. She was extremely rude, lacked any sympathy or empathy, and disconnected the call while I was still speaking. She was not interested in helping me at all. She wanted me to keep listening to her rather than actually listening to my concerns. Because of her behavior, I was unable to complete the pickup and was left stranded. I am clearly stating that I want this agent removed from her job. She is not fit for any customer-facing role. I called again at 2:00 p.m. and spoke to another agent named Bradey. I asked him to file a complaint on my behalf about the previous agent. He said he was unable to do that and that only a supervisor could. That is a very poor policy. Frontline agents should have the ability to record formal complaints when customers request it. I told him I had no interest in speaking with a supervisor, because that would have made it the *fourth person* I’d need to explain everything to—starting from the agent who called me yesterday. It was already well past my scheduled pickup time, and I could not afford to waste even more time repeating myself yet again. It made no sense to keep escalating the issue when it should have been resolved by the first person I spoke with. When I asked Bradey for the spelling of his name, he was hesitant to give it. I had to insist before he told me. I strongly disliked that attitude. If a customer requests an agent’s name for accountability, the agent should provide it clearly and without resistance. To make things worse, Bradey was giving me instructions that did not match the screen on my phone. He mentioned a button that didn’t exist. Then he told me to log out and log back in. I clearly told him that logging out would bring me back to the same screen and that it was not a helpful suggestion. Eventually, I found the correct option by clicking a different button—something he failed to guide me toward. This shows your agents are not properly trained to navigate your own app interface, especially on mobile. Then he told me to go find a vehicle with license plate DC 2846 Y, which simply did not exist among the parked vehicles. Why would your system or your staff point me to a vehicle that isn’t even there? After more delays, he gave me a second plate number, and I finally found the correct vehicle. He then informed me that the keys would be located at the back of the vehicle. I searched continuously at the back, thoroughly checking multiple times, but no keys were there. I told him that, and only after my failed attempts did he advise me to check inside the physical store. This instruction should have been given right away. I then went to the store and finally found the key in slot one. This wasted even more of my time and added to my frustration. If agents are going to guide customers remotely, they must provide accurate and complete instructions from the start. During the online check-in process, I was asked several questions that I had already answered when I made the original booking—whether I wanted collision damage waiver, SafeMove, roadside protection, and even to provide my credit card information again. Why did I have to go through all of this again, just because the location was changed? This is not acceptable. It is your system’s failure, not mine. Then I was forced to take four photos of the vehicle before I could proceed. I was still on the phone with Bradey at that time. I requested him to remove that requirement as I was already running 40 minutes behind schedule. He could not help with that either. Again, your agents should have the ability to skip or disable certain steps in the process if a customer requests it and if there is a valid reason—especially in time-sensitive situations like moving. And even after all that—at the very end—when I clicked to view my receipt online, it opened in such tiny font that I could barely read anything. This is not an issue with my phone, as I do not keep my device on small font settings. I know how to zoom in, and I tried, but your system still did not allow me to zoom enough to read it clearly. This is a failure in how your receipt display system is designed. It’s frustrating to go through a bad experience and then not even be able to properly view the final receipt. To summarize: * My pickup method was changed without my consent. * I was left searching for someone at the location, completely unaware it was an online pickup. * I received no help from a rude customer service agent who ended the call while I was speaking. * I clearly want her removed from her job. * I was given wrong instructions about your app and wrong vehicle details. * I had to repeat steps I already completed in the original booking. * I was delayed due to your system and policies, not due to any mistake on my part. * I was forced through unnecessary steps even after asking to skip them due to urgency. * I was misled about the location of the vehicle keys, which caused more wasted time. * The agent was hesitant to share his name when asked, which I found unacceptable. * I could not even properly read the receipt due to extremely small fonts and an unresponsive zoom feature. This entire experience was a disaster and a complete failure on U-Haul’s part. You cost me time, energy, and caused unnecessary stress on a day that was already difficult—our moving day. I will never use U-Haul again. If I were in your position, I would issue a full refund and remove the employees involved in creating such a terrible experience. I expect a proper explanation, a full apology, confirmation that these two agents have been removed from their positions, and an immediate refund for this failed service. My email address: zarif.mah92@gmail.com
ZARIF MVery good! The van we used was given as advertised and in excellent condition. No issues whatsoever, awesome experience.
Michael RNothing to do with the location . But overall completely dissatisfied with u haul and service for free rental storage , truck and on phone service . Truck was dirty , the outlet didn’t work . Horrible experience. Will never use U-Haul ever again
JEET A