Mobile checking in and returning is a major drawback as it takes forever. A human being to interact is preferable.
John S
Migson Public Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Toronto, ON M4E2E1
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- 3.5 Average Customer Rating
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Dear UHaul, I am writing to formally lodge a complaint regarding the severe disruption and financial loss I experienced due to U-Haul’s failure to honor my confirmed reservation. This incident caused significant financial damages, undue stress, and completely derailed my move, which I organized in reliance on U-Haul’s commitments. Summary of Issues: Truck not provided as reserved: Upon arriving at the location on 28 June 2025, I was informed there was no truck available despite my confirmed reservation. The employee advised me to simply “give up,” leaving me with no viable alternative at that location. I observed at least three other parties similarly affected. Missed elevator reservation leading to parking ticket: Because the truck was unavailable at the reserved time, I missed my pre-booked elevator slot at my building. This forced me to leave the truck parked on the street, resulting in a $65 parking ticket. Unfulfilled equipment rental: I also reserved three moving equipment items, none of which were provided. However, I was still charged for these items. Additional hardship: Due to this failure, I endured significant stress, required medical attention at a hospital, and was unable to complete my move on schedule, incurring further disruption and costs. Requested Resolution: Given the extent of these failures and the direct financial impact on me, I am formally requesting the following: A full refund of all charges related to this failed reservation, including the truck and unprovided equipment. Reimbursement for the $65 parking ticket incurred solely due to the missed elevator slot caused by U-Haul’s service failure. A written explanation detailing how this breakdown occurred and assurance that U-Haul will address this serious lapse in service. I must emphasize that the standard $50 “reservation guarantee” is wholly insufficient in this case. I relied in good faith on U-Haul’s reservation system to coordinate time-sensitive aspects of my move, including building elevator scheduling, which directly led to the parking citation and compounded costs. Next Steps: Please confirm receipt of this message and provide a timeline for resolution. If this matter is not addressed promptly and to my satisfaction within 7 business days, I will be compelled to: Initiate a chargeback through my credit card issuer for services paid but not rendered. File a formal complaint with the Better Business Bureau and applicable consumer protection authorities. Consider pursuing recovery through small claims court. I trust U-Haul values its customers and will act swiftly to resolve this matter in a fair and professional manner. I look forward to your prompt reply. Sincerely, Alireza Ghahramani Fateme Pourghasem
Alireza GThe condition of the Car is good, but the container was a little bit dirty. I rent 1 Utility Dolly (Hand truck) and 1 Furniture Dolly, but I just got the Utility Dolly and the bill still charged 7 *2 dollars.
Kin MThe cargo area of the small cube I rented smelled like someone spilled gas and the floor was a bit dirty so I lined it with plastic and moving blankets.
Rod WYour auto check in process is painful. Customer gets to do all the work, that your staff use to do. I have to take all these pictures and data entry and more pictures and an app that I'm pretty sure is tracking me.... On and on and then the app doesn't scan the back of my driver's license and won't accept a picture and then it doesn't display the access code and two calls to support and a chat text... All to get my rental. PAINFUL process.
Phil M