Horrible customer service overall
Lisa M.
Customer Reviews for Express Rental And Supplies
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Poor service, All the representative was representative was interested in was talking on his cell phone not taking the company phone calls. I would find new staff immediately. The office was not near the yard making it a logistical nightmare. The first piece of equipment I went to pick up was broken resulting in an 1 and a half hour delay to my schedule. My time is billed at 150 per hour. This rental cost me at least $500 in equipment and time lost. Worst U-Haul I've ever dealt with.
Carl R.I thought it was a bit strange that everything was done outside, and the store front was locked up. There was a gentleman that returned after 20 minutes and was unable to find the staff member for help.
Cindy J.This was the worst experience and stressful experience of my life and we have rented U-Haul for a lifetime of moves but next time I will not consider U-Haul I initially had a time 8 am to get a good start on the day got a call to confirm excellent than the day before 830 pm got a call that I had to move locations to innisfil and no longer at my time it's now 9 am son lost an hour great hit what can you do I agreed than I drove to the location to them not even being there and 5 minutes after my pickup time U-Haul calls me and says well they don't have a truck for you sorry now you have to drive back to barrie to Anne steeet they have what you need ! So now it's 940 I got to Anne st well that's just the truck location NOT the office location I am so frustrated at this point I call the number and he's like oh we are not actually there that's just where we put the trucks he texted me the address I went there and now by the time I left and got all the things it's 1012 and that's the worst experience I have ever had and quite the unorganized mess I will be leaving a gooogle review I am so upset 280 $ rental and like a tank of gas trying to pick the thing up I will say tho the final pick up location was very nice as I was super upset I had purchased supplies from the first location I was not going to go to 4 locations later to pick up my mattress cover and things so that money is out the window as I'm not chasing down the 17 emails to find out how to get a refund for the supplies I never got to pick up because the location changed so many times
Todd C.See less booking procedure and U-haul Rep both contacted me by phone promptly to arrange & confirm booking. The Rep at the store was prompt, efficient, courteous and friendly. The trailer was in good condition and mechanically sound. Towed without any issues whatsoever and more than met my needs to move an expensive cabinet. Drop off and check out was easy. I couldn't have asked for a smoother or more streamlined process or experience. The only thing U-Haul didn't provide was an extra pair of hands to help me load and unload the furniture. ;-) It was nice to have the transportation part of the day managed without even a single issue. My appreciation to the Staff of this outlet.
Robert F.The truck was all muddy inside I showed the tenant and sent him a video but was still charged a 15$ cleaning fee I am not impressed about that
Steve L.Trailer was in good shape, good tires, lights all worked, pick up and drop off was smooth. Everything went as it should.
WARD E.Why did I not get an email or text after returning truck
David C.No functional brake lights, left turn signal or running lights (only right turn signals worked). I pull a trailer every single day, problem isn't my truck according to my portable tester. I don't have time to fix rental equipment, I just dropped the trailer back off after checking connections for 2hours.
Lawrence F.Great personal relation
Michael L.They should advise that the address given is the pickup yard but not the address of the business office which is around the corner. Thankfully another customer was at the pickup yard and explained this to us. Otherwise everything went well. Always concerned about leaving the trailer in an open yard without checking out at the end of rental but that is what is done here.
John B.We travelled exactly 3 miles in our rental truck and were charged $31.04 for a fuel charge. We rent quite often from U-Haul and I have to be honest pick up and return never are easy. There are always complications. This location was actually better than some, for pick up but the fuel charge was crazy!
PETERJ B.Good customer service, great location for trucks and parking.
Lynn B.I didn't know that I needed a 2" ball and the 2 5/16th inch ball had a huge nut holding it on and I found I didn't have the pipe wrench I needed to remove it. This lead to a 1.5 hour waste of time which could have been avoided if we had been warned in advance or if the location we used had one on hand for their customers to borrow.. Once I was able to purchase a wrench and return to the pick-up location, I was able to remove and replace the ball in a matter of minutes, Also, there should have been a reminder that a flat four-prong plug was needed for the trailer lights. Fortunately I already had one from a previous U-Haul rental, but that could have led to another problem for other customers.
David B.Best uhaul location that I have dealt with.
Ceirion H.Better maintenance on the trucks! The cube van I had, the front brakes were shot, everytime you had to hit the brakes, it would vibrate you like crazy!
Donald S.Trying to get an receipt is ridiculous. Have waited 3 days, left a message and still no receipt. Said they had emailed it the day we returned the van. Of course it has been put through on the VISA.
Rod R.I dropped off after hours.
Greg L.First time using them! It was easy and great price! 👍👍
Tammy T.Very happy
BRIAN R.The cargo area was very dirty and smelled of manure, making use of the truck an unpleasant experience
Edward P.Very happy with the service. The gentleman working there was friendly, helpful and professional.
John M.The electronic check in process was exhausting. So much time wasted battling with GPS locator differences. Something to be said for a live person at check in. The equipment had a smell such that we needed to drive with windows down to breathe properly although it looked clean enough. Also, multiple warnings on the electronic notifications showing that oil change and tire service were due. Those were on from previous not newly showing on our drive, so should have been completed prior to renting out again. Not well maintained and not good service.
Carla K.Have Anne st. Location manned
Stephen C.It's perfect, easy lot to pickup from, good pricing, nice staff
Kyle H.Dolly was perfect. Last time I was able to rent one in Orillia. It was inconvenient for me to have to pick it up in Barrie.
eric Z.We dropped the trailer earlier than expected and they didn't confirm that they received it. We called and no one called back
Caroline M.They were closed which is understandable. The yard was big and clean. I dropped the truck off no issues and knew where the drop box was for the key. Everything went smooth at this location.
Matt L.I'm a short Woman, put cushions in cab to sit on while driving.
Anne W.I was told the trailer was ready to go just hook up and go. The trailer had no plate on it the trailer had no inspection done on it and the trailer had non-functioning lights. Had an appointment for 12:45 ended up leaving around 2:00 after arguing with the u-haul people that refused to come until after I finally lost it on them. No one shows you how to hook up a trailer no one shows you anything. Probably one of the worst rental experiences I've ever had and I think u-haul should address this location because they do not care about the equipment or how they are returned or how the proper MTO standard States for lights and licensing. I'm confused how a trailer that is yep ready to go that has no lights and is missing a trailer is legal in Ontario? Definitely going to mention this to the MTO hotline
Craig M.Best U haul in Barrie.....the guy is always very professional and helpful,.Always a pleasure doing business there!!!!!
JOHN C.i rented a trailer had to go and clean it out had no wires for the lights......rented it for 1 hours my bill was 28.00 dollars i said you cant just charge me for half a day ......i went to essa rd rented from them last wed they charged me 16 dollars so i will never use the place on ann st again....
wallace R.The service provider needs to be on site and not have people waiting for them to return to the store
Trevor W.Equipment was good price was good but customer service was bad tried to get it the day before but no one was there and when I called no answer and no voicemail
Adrian V.Good: Prompt, polite, clean trailer. Improve: I didn't understand why I would have to contest the condition of the trailer at the time of pick-up. Obviously the trailer has been well used, should the pictures not already indicate that?
Derek T.The manager or owner helped me check out and return the truck. Was very helpful
Bethany B.Easy pickup and drop off. Truck was clean other than the front cup holder section in the middle. No issues.
CHRIS N.Trailer was dirty inside when picked up. No moving blankets, I had to wait outside as the store was not open for 9am. And trailer had no working running lights. Asked for a contact regarding this and got no call
Melissa J.It was the middle of a weekday. Nobody there to accept the return. Had to travel past three other Uhaul places that couldn't accept the return of the dolly.
Ian B.Inside had garbage from a previous user, but vehicles served its purpose
MEGAN S.Back rear passenger brake light did not work. Turn signal right did not work at back. Wiper was broke dro er.
George M.I returned the 26 ft truck, car dolly, furniture dolly and 24 furniture pads a day early. I swept the truck and folded the pads. The next day I received an email saying that I had been charged a $25 cleaning fee. I called the location immediately and was told that it wasn't a cleaning fee, that it was a fee for leaving the car dolly hooked up to the truck. I explained I picked it up that way and that there was no instruction provided to me to do that. Furthermore, it is not written anywhere in the contract. The man I spoke to didn't want to deal with it, tried to argue it and directed me to call the main Uhaul number, and they would take care of it. Good thing I took pictures of everything. I ended up dealing with an amazing customer service person named April, who got me to email the pictures to her. She refunded the $25 back to me, in under 15 mins. Uhaul, lose the guy at 10 Anne St. Barrie! He was terrible!!!
Luke A.I would like to have talked to a person rather than on the phone. Returning equipment electronically is very confusing for seniors who are challenged with technology
George C.I called 3 different times to customer service and got 3 different answers with regards to where to pick up the truck using the self check in . That process is not well laid out and if I had not of called directly to the store, I would have gone to the wrong place. I booked to pick up in Newmarket and had to go to Barrie which was inconvenient especially when you have your moving plans in place already. MIT from the Anne st location was very helpful though.
Alison F.Could not get my truck after hours because the code given to me would not work for me to get my key from the lock box and online chat was of no assistance nor was phone representative.
DANIEL O.