Our truck pickup was scheduled for 4:00 PM on Saturday. Due to an unforeseen emergency, we were delayed and informed the pickup location that we would arrive at approximately 5:02 PM. During a phone call, the representative advised that the office would close at 5:00 PM. We explained the situation and requested a brief accommodation of just a couple of minutes. Despite our request, we were told that this would not be possible. We arrived at the location at 5:01 PM, only to find that the office had already closed and no one was present. As a result, we were unable to collect the truck and were forced to wait until Sunday morning at 9:30 AM to complete the pickup. This inconvenience caused significant disruption to our moving plans and resulted in additional transportation costs, including three separate Uber trips that would not otherwise have been necessary. To make matters worse, we were subsequently charged for two full rental days, despite not being able to pick up the truck until Sunday morning at approximately 9:30 AM and returning it the following day at 10:00 AM. The actual rental period was approximately 1 day and 30 minutes, yet we were billed for two full days. Given that the delayed pickup was caused by the location's refusal to accommodate a one-minute delay and the office being closed upon our arrival, we believe this charge is unreasonable and should be adjusted accordingly. We were also charged a $25 cleaning fee, which we strongly dispute. The truck was not clean when we received it, and we returned it in substantially the same condition. Charging customers for cleanliness standards that were not met upon delivery is both unfair and unacceptable. Overall, this experience fell well below the level of service we expected from U-Haul.
Walid Y
Boxes And Wheels
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Toronto, ON M4M2X1
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Customer Reviews
- 4.0 Average Customer Rating
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just maitain your service like this
AM CEverything was good except that my 10 foot van had multiple warnings flash when I first turned on the ignition (Stabiltrak and Traction Control and ABS and some kind of trailer warning). There seemed to be nothing wrong with the truck though as it worked normally. And I wasn't charged any extra for damage. I took photos of the warning lights before leaving the lot just in case.
Michael SNo wind shield washer fluid and a dirty windshield
ROBERT SDirty office. Dirty truck cab and windows (inside and outside). Old worn out wiper blades that did nothing.
Donald R