Very Disappointing Experience – Poor Customer Service We have rented vehicles from the U-Haul location in Downtown Kitchener many times and have never had any issues. Unfortunately, because there were no vehicles available there, we had to use this location for the first time, and we deeply regret that decision. We returned the vehicle two hours late and were charged for an entire additional day. At the Downtown Kitchener location, we had returned vehicles late on several occasions without ever being charged an extra full day. We politely explained our situation and asked for some understanding, but the staff member refused to listen. Instead, we were met with rude, aggressive, and even threatening behaviour. This was completely unacceptable and extremely disappointing. Customer satisfaction clearly did not seem to be a priority at this location.Based on our experience, it felt as though collecting additional fees was more important than treating customers with respect. I understand that companies have policies regarding late returns, but there is absolutely no excuse for rude or intimidating customer service. I would strongly recommend avoiding this location. We will certainly not be renting from here again.
VEDAT U
Hasty Market
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Kitchener, ON N2M2K5
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- 3.0 Average Customer Rating
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How U-Haul Reviews WorkSketchy location - lots of vagrants outside, and I felt unsafe. worker was covered in tattoos and 'forgot' to uploade the picture showing we were full for gas and almost cost us 50$ had to chase the issue to get a refund
MONICA OAlthough I gave them my full name, they mixed me up with another customer. They told me I reserved a 15' truck though I showed them my reservation was for a 10' truck. They did not have the rental equipment I reserved. Included equipment I did not reserve or want. After finally signing the agreement for the 15' truck, as I was about to pull out, they ran out and told me I haf the wrong truck and was meant to have a 10' truck. I had to go in and do the whole process over again. They again tried to add equipment I didnt need. The transmission in the truck was cluncky and did not always shift. The windshied was covered in dust and there was no washer fluid. To box was not cleaned from the previous renter. Worst experience with uhaul I have ever had.
John BNothing
jOHN gVery good service
WIN T