This is my first U-Haul experience and will be my only U-Haul experience. My initial reservation was at the Joe's Garage pickup location in Owen Sound. I arrived early to my appointment and was met with a locked door, and when I called the location a worker inside answered the phone, greeted me, and then hung up in the middle of my sentence. After fighting with the U-Haul online registration portal, calling the help line, and being transferred to 3 different agents, I was finally able to locate the rented truck and received the code to open the key lock box, and the worker had never put the truck key in the box! So, the customer rep had to make me a new reservation at this Owen Sound location across town. After I had dropped off the truck at a location in London, I received an email from U-Haul claiming I owed them an additional $596 for various charges and fees. It took 2 different phone calls across 2 days to sort out what they were trying to pull, and it was because they had never provided me with a contract so I was unaware of the limits for mileage and date/drop off times. They also tried to charge me $96 for "missing" blankets that were never given to me because I had reserved them with my initial rental, and then had to change locations and the missing contract was never updated. There was also a huge fee for going over the mileage limit, which was inevitable because the mileage they provided didn't even cover one way of the drive, and if they had ever provided me with a contract we could have changed it beforehand instead of having to fight off a near $300 overcharge. There was also a gas refilling bill, and an extra charge for returning the truck 2 hours later than what they had written into the ghost contract, so I was charged for another day on top of everything else. Most of the customer service workers I spoke to were perfectly nice and professional (except for that first phone call), but the clear lack of accountability, organization, and frankly scummy added on fees has completely put me off U-haul forever. I will rent a truck from a stranger in a parking lot before I ever go to U-haul for business again.
Morgan B
Hasty Market
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in London, ON N5Y2N5
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- 3.0 Average Customer Rating
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No receipt, no info for deposit
LUIS CThe billing is outrageous
HOPE OIt took too long to get the Uhaul truck keys, Whereas the reservation was already done a day before. The person dealing with the UHaul did not showed the truck condition. He even did not bother to show the odometer KM. Due to the non-recording of odometer reading, we were charged for more 4 km. He did not even show the truck storage cabin that it is clean or dirty. The driver side door handle was broken, we told the dealing person about the broken handle but he did not bother about it. We have to get into the driving seat from the other side (passenger side) door. The bad part was that we just used it for moving some small furniture to another place. When we returned the truck, the owner insisted my son to clean the truck floor while there was nothing dropped on the floor by us. I told the owner that your employee should have to open the back door and showed us that truck floor is clean and you should make sure that it is clean when return the truck. Overall, no serious and active staff is handling Uhaul truck renting services at this location.
WAJAHAT CCharged 88$ for 25 minutes ride
PRABIN A