Transactions over a phone are both frustrating and stressful. The owner was helpful but it was still frustrating. I would recommend people go to another agent where they can do things in person.Mary H.
Customer Reviews for Orillia Moving 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.
At the time of my rental, this location was found to be closed and unstaffed and is by Uhaul App only however there is no clear signage saying that. With help from the Uhaul customer service line I was able to get the truck I needed. If I was aware I needed to make my reservation through the App in advance it would have saved me an hour of frustration while I figured out how to make a reservation for the first time.Jay B.
Not having in person service and having to take tons of pictures, late at night, after spending all day moving was quite frustrating.Andrew M.
Open the store. Mobile pick up was a nightmare - time consuming, incorrect instructions, had to speak to THREE customer service reps to finally pick up the truck. Returning was similar. Time consuming. We pay for the rental. UHaul should do the work. Open the store.Karen G.
Check-in on line was fine until the person called with the code for the key box. There were 4 boxes and not one key inside any of them. The 4th box had the key to open the return box and all the keys were in there. The vehicles were parked under pine trees so there was sap all over the windshield There was no windshield washer fluid in the vehicle so I had to buy some Then I discovered a screw in the tire so had to return it and pick up the other one in the lot, more key locating, more sap in windshield and AGAIN no windshield washer fluid in this one so I had to buy another bottle. Super frustrating. I was told by the driving centre who has many people bring uhauls in for higher level licences that the U-Haul in Orillia are horribly maintained and there are many issues with their locationsJohn M.
Customer did not leave a comment.Elizabeth W.
Idk why I had to pay before and after pickup both charges over $71Jasmine F.
Charged unexpected moneySebin D.
There was no windshield washer fluid in the vehicle. Had to put in our own. Was given code to incorrect box, which resulted in stress and panic thinking wouldn't get a van. Best part was lovely person on phone who helped find the correct codes for the box that had the right key in it. Took over 30 min from arrival to get van on the road. Air conditioning did not cool the vehicle. Gas was not even close to full. Would recommend always going to a location where there are people there.Lisa W.
When booking from your central website, no one indicated there was no store front.. no person to deal with. There were only combination locked boxes that had the keys inside. Lucky I asked for the local number for that site and was able to proceed. That should have been told to us from the onset.Bruce B.
Customer did not leave a comment.benjamin L.
Local representative in Orillia did not answer calls during hours of operation which is only from 9 am to 1:30 pm. I could not leave a message. There is no office and no one there to assist during office hours. I was charged a â€œsafe towâ€ when I didn't want it. My pickup location was changed after i had guaranteed reservation. Still waiting for my $50 dollar credit for pick up location changed. Tailer was excellent and worked well.Michael N.
Gross and sketchy drop off! No actually store closed and boarded up. Call some dude on a private cell who doesn't answer as a buisness just a â€œya, what's up!â€ Then you're supposed to just drop the uhaul in an abandoned strip mall plazaâ€¦â€around backâ€. Do not go or let your female children go to this area alone.Shawn K.
Book was easy, but it went downhill from there, and to top it off I was overcharged. The worst experience ever!Kenneth B.
All was good. Many thanks.Thomas S.
Just like all other comment, this place is in an abandon plaza. No one there to serve you. Before I book, I call u-Haul to confirm someone will be there on my pickup date. The rep called the local dealer and confirmed that he will be there during office hour. But no show again. Only lockboxes are there and a phone # to call. I called to let him know which trailer I picked up and I had to hook up myself. When I return next day, no show again, not even answer my phone call and mailbox was full, I can't even leave message to let him know I dropped off. If you have a choice, I would suggest to stay away from this location.LOUIS A.
This was an unattended and u secured parking lot in a run down neighborhood. I was charged for an extra day's rental despite the fact that I returned the trailer less than I day after I picked it up. So far this location has not responded to my requests to reimburse me for the unjustified extra day that I was charged.Ken J.
Customer did not leave a comment.Dr John B.
Easy pick up. No wasting of time waiting for your turn. I will definitely use this location again for my next move..steve K.
Customer did not leave a comment.Harvey R.
Customer did not leave a comment.Thomas S.
Customer did not leave a comment.Charlie L.
Unusual site, since we only talked by phone, nobody on site. But even easier and quickerBernard B.
The service was pitiful. I was grossly overcharged and when I complained I was given a rebate but I am still short. He refuses to give me the original invoice. I have since told 3 people of my experience and warned them away from this guy. I deal with a lot of people who are moving. He charged a late-return fee notwithstanding that it was not returned late.DEAN E.
Customer did not leave a comment.Stewart P.
Customer did not leave a comment.David B.
Customer did not leave a comment.Margaret M.
It was an unsettling experience because there was nobody onsite when I picked up the trailer and there was nobody onsite when I dropped off the trailer.Brad F.
No answer when we called several times. Went to pick up at store, called again no answer. Texted,finally got a call. Got a text late to check the truck, as we were all ready on the road. Only 1/4 approx. Tank of gas and engine light was on ... ps called the week before and on answer! went to uhaul in Orrillia, your web site said was open till 8:00pm and no one there . We decided to rent from Re free, this man was helpfully and accommodating . Got back to Renfrew and a text told us to drop the truck off in Mansfield Quebec 45 minutes 57km away Not impressed!ROBERT T.
Customer did not leave a comment.Frank H.
Customer did not leave a comment.Guilherme B.
Inspect trailer before someone rents it... had to re wire trailer lights because they were snapped and cost me $40, delayed my trip an hour. Got them working before my trip but this should have been inspected and repaired prior to my rental.Michael C.
Drop and go, no one there and it's behind a vacant strip mall.Frank H.
service was terrible. couldn't get ahold of the dealer. lights didn't work properly. but couldn't get any help because renter didn't answer his phone or have room on his answering service. ended up having to keep the trailer an extra day so i didn't have to drive at night. not impressed at all.Mark W.
No signage, no office. Just a parking lot behind a semi abandoned building. Thanks to all the 1-star reviews, at least I knew what to expect. Just dropping off a trailer so no big deal.Brad W.
Customer did not leave a comment.Sara T.
Need a copy of invoice Reg ColeREG C.
Have proper customer service to greet clients and get them set up properly. I had originally booked a 26' truck to be notified 2 days before my move that it wasn't available but I would have to drive more than 30 minutes to get a truck that was available. I was not offered any additional trailers to make up for the lost space. When I arrived at the destination after driving 30 minutes, was informed that there was a 26' truck available another 45 minutes away but it was a self-serve location. Arriving at this location, another woman was trying to start the only 26' truck on the lot. When I finally spoke to someone, they told me that they drove a couple of hours to get the truck to this location specifically for me, yet I was never notified of this. I was extremely angry as after all of this driving.... my friend had drove from this location to my house 45 minutes away to drive me 30 minutes and then all the way back round trip. NOT ACCEPTABLE but a company that commends themselves on being professional.Cynthia H.
Wipe off vehicles of snow and shovel around truck as well had a foot of snow to walk through to get in truck and all around the truck as well as on the windshield and hood. Back tailgate raise was frozen to deck had to use hot water to thaw to get open. Other then that it was goodSTEVE H.
Totally disappointing will go back to enterprise for all my rental needs.Ryan P.
Customer did not leave a comment.Kerry W.
The address stated 10 western drive is not a uhaul rep. The office if there is one is in Barrie 45 km south of this address. Everything was done on your app. Or I had to call his # . I could not understand his English at all over the phone. I had to call him to ask for the invoice. If the office was at the pick up area all this would of been a lot easier. Another 37.83 was added to my visa I called to ask about it all I could understand is check your visa in 2 days what is this all about The invoice is for 68.82 I should not be billed for anything else.JEFF M.
$140 plus gas, to have a truck for 2 hours??? I did a local dump run. Thats it. Next time Ill just drive to the dump 4 times in my car and save 100$ It will take about as long, with all the BS that is put on the customer. 25 minute in a cold parking lot looking for this location in an empty strip mall. No signs, just a van parked in a hidden parking lot. The app would not scan my license, and lock box was a nightmare. Person on phone was helpful, but why would i pay you, when i lost an hour doing all the work for you?? Terrible service. Over priced. not only will i never support this business again. I will be actively warning people to avoid you at all costs. Truly makes me ill, working that hard and losing that much of my time, to pay you that insane fee. ShamefulDarryl H.
The person did not even show up. The address 10 Western Ave is not his business just a number of a mini mall that is basically abandoned. Trailers are in the parking lot and not even fenced in. I could have backed up and stole the trailer. Had to call Uhaul main office directly to get in contact with person and they told me he was 12 minutes away. An hour later we called Uhaul again and said he was still not there. While on phone with Uhaul main office, the guy called and said he was in Barrie and had no intention of showing up. He stated to hook it up myself and send him a picture. I hung up since he was useless and dealt with the main office who were on hold to get the paper work done and more instruction on hookup. The main office people were awesome. At the end of the day I had to shovel the trailer out of the snow bank to hook the trailer up myself. The guy at 10 western Ave should be fired and Uhaul should not have him as their franchise site. The other two Uhaul locations in Orillia were professional and I should have insisted we pick up there. I will never deal with this location again and I will advise all my contacts the same. Brutal.bob D.
Customer did not leave a comment.Angela P.
Van was not clean, immediately needed gas, and did not have a snow brush.Kevin G.
Nothing. It was an easy comfortable time saving rental. Much appreciation to the gentleman that rented to me👌👍GARRY G.
Customer did not leave a comment.Angele H.
We rented for pickup in Barrie a long time before date. We got a call 2 days before saying 4x8 trailer not available but had 5x8 which fine. But could not get in Barrie and had go to Orillia. It was thanksgiving weekend , Sunday and they assured me place was open. On way there got a call to just take one of trailers and call them with the one we took. Which I did but in Peterborough were told we took wrong one and legally could have been arrested for stealing if stopped. To improve would be to have someone there or warn customers of process.Carol H.
There is not even a store front at this location, tried calling the number with no answer. There were several other people also trying to pickup as well and were very disappointed. Also the price was more than what I was quoted. This experience was an absolute joke!!!!!Joseph B.
Can't understand the contact person. His voice mailbox always full. Not a good experienceMike S.
Customer did not leave a comment.John P.
Guys. Guys..... Pick up location was a back alley, non descript industrial neighbourhood parking lot with nobody, or store front around. If we gotta search our phone to call a guy, random dude..? Most bizzare transaction ever I've ever been part off.Matt M.
Customer did not leave a comment.dan G.
This location is in a derelict strip mall. I would not recommend to anyone.Brian D.
For customers who aren't able to use or don't have a phone with a data plan this was very frustrating.Richard S.
Even though we rushed there during the scheduled pick up time no one was at the site. A phone call was the only contact for the process. It was difficult to know you were in the correct location as signage was not very visible and a mere posted piece of paper displayed the number to call. There should be a person on site to assist in the hook up process. The person on the phone was not very friendly and took a long time to reply to the photo text allowing us to leave the property. Luckily a neighbouring merchant was able to assist. I was told this experience happens all the time.Andy S.
Location was an abandoned office requiring remote comms to sign out trailer.Alan T.
Customer did not leave a comment.Keith K.
Customer did not leave a comment.Kyle H.
Customer did not leave a comment.Adam B.
No one was at the location for pick up during listed business hours. Trailer was not cleaned or swept inside. Trailer was not sealed against rain as listed and our items had water damage.Scott M.
This was garbage, no one was there, there was no help. I had to get strangers to help me hook up the trailer and then he wouldn't let me leave until I paid an additional $58.50 in "taxes".Sarah N.
You can fire the manager. I arrived at the pick up location at 12pm and the trailer was missing a tire! After calling him 67 times in a row with no answer, I got a hold of Uhaul service who arranged for the tire to get fixed. Finally got a hold of the manager who assured me he would contact me when it was finished. At 7pm I gave up and drove back to the location, the tire was fixed and the manager still wouldn't answer his phone. So I hooked up to it and was about to drive away when he comes wheeling into the parking lot, accusing me of stealing the trailer! He'd been watching me on the cameras and didn't bother to call me or drive to the location. I'll never use your company again or recommend you to anyone, and I sincerely hope the manager of the Orillia location gets fired. Thanks U-Haul, you SUCK!ISAAC R.
No one was there...it was an abandoned parking lot behind a mall. Dog poop all around. The man kept sending me texts and pictures of how to hook it up myself. I was then instructed to send the pictures back to him when I did and my license plate number. When I arrived at the drop off location they were concerned about how I was told to hook up the trailer. I am hoping that someone can call me about this experience.Jill M.
Business is supposed to start at 9 am. I got there 9:15 and the staff already left for the day. He did help me over the phone. But if you haven't towed a trailer before I would not recommend an over-the-phone walk-throughLeo L.
Customer did not leave a comment.Jason L.
Customer did not leave a comment.Jason L.
We made an appointment but no one was there. There is no actual office, apparently the guy just works off his phone. Took over half an hour to reach him, total wait time over 45 minutes. Terrible service with no apology. Called head office to complain, they did nothing but offer that some area supervisor would call. Never called.Jack I.
Customer service was outstanding. Will be renting from this location again.cassandra N.
This has been the worst uhaul experience we have ever had!!!!! We have used uhaul 8 times and this was by far the most horrible experience we have ever hadJessica M.
The only issue was no one on site. but excellent Customer Service, I just don't see how you need to improve. I was very pleased with the lady that helped me on the phone.jason D.
Drop off site, no clear indication on how to return , no phone number to help, took me 20-30 to figure it outPhilippe A.
Customer did not leave a comment.Laurence M.
She was great.Andreja M.
I would rather pickup at a place with staff and not have to do online pickup.Gordon S.
I had to sweep out all the sand that was left in the trailer. Also no one at location to see upon picking up and the note on the door stating a phone number no one answers when you call or text as stated.Steven M.
Customer did not leave a comment.TIM H.
Customer did not leave a comment.Dean W.
Initiallly when my contract was e-mailed to me, it was sent to the wrong e-mail address. Had to call the person who took care of the rentals numerous times to straighten things out. The name on my rental contract showed up as my 2 year old son's name. When I contacted the person responsible for this locatiron who was and from what I've read on the reviews is never on-site on this location, he told me not to worry about it. I have no idea how my 2 year old son's name got in the system, I booked the trailer myself via my uHaul account on uhaul.com which has my name on it and no mention of my son's. Also, this is the first of about a dozen of uHaul trailer rentals, where the trailer had all kinds of debris in it when I was picking it up. I mentioned this when picking it up through the online check-in process. Before returning the trailer, I swept all of the debris that was in the trailer before I rented it, in attempt to avoid any cleaning charges. Needless to say, it does not appear that this trailer was checked for cleanliness before being made available for rent.Walden K.
Customer did not leave a comment.John B.
Customer did not leave a comment.KERRYE W.
Customer did not leave a comment.vicki M.
None, Tim and staff great !RICHARDJ B.
Customer did not leave a comment.victoria M.
Customer did not leave a comment.Randy B.
Great serviceCory M.
The pick up was fine but the van was left without any windshield washer fluid. I hit the highway and quickly couldn't see because of the driving conditions and weather. I stopped at the first service station to fill up the fluid, but I couldn't see anything for awhile on a major highway and it was a big safety issue. The fluid should be checked or filled regularly by the dealer.SEANP M.
Horrible personal to deal with. Never got back to me about extra charges.Phuong D.
Customer did not leave a comment.Jenny O.
Have an actual U-Haul employee on site. There was no walk-thru, explanation or even a U-Haul office. Had I needed a trailer hitch, dolly or any extras there was nobody present to provide any assistance. The U-Haul truck pickup location was in an abandoned strip mall parking lot. The whole experience seemed very sketchy and unprofessional.Dion B.
I'm 70 and found it a bit confusing.JOSEPH F.
I was screwed around for 3 hours . A waste of a day and patience.DEREK D.
Customer did not leave a comment.William Thomas L.
Love the ease of phone pick up. Had to call to set the right permissions on my phone, but it was a quick fix.STEVEN B.
Customer did not leave a comment.DONALD G.
The staff were not on site, But extremely helpful and very nice and clear on the phone. Very clear directions and straightforward service.DAVE C.
I think it was a good friendly place the gentleman and the lady on phone was nice. they helped me a lot cause u sure did not know what I was doing lol. Mr. Sam and Ms. Yulanda I hope I got the names right, but they were friendly and very helpfully thank you.Natalie B.
We had a 9:00 am reservation and arrived at 8:55 a.m.. The doors for this location were locked and whoever is supposed to be working there did not answer the door or their phone when we and U-Haul staff tried to reach him. When we finally did reach him at 10:15 on his personal cell that a U-Hall rep gave us, he was rude and shouted at me and said he had been there since 8:00 a.m. which was a complete lie. He then took our credit card information OVER THE PHONE and refused to give us the code for the lockbox until we were sitting in front of the lock box. We had driven to another U-Haul in Orillia after waiting an hour for the employee to arrive had to rush back and finally we got the key at 10:40 a.m.. The employee / owner was unapologetic and rude and claimed he didn't have to go in and we were supposed to register online. We explained the system wasn't working and we were only able to send our drivers licence but the online sign in was rejecting our password. We explained he should have been on site in the office in case this happened and sitting at home was not an option. The truck had a foot of snow on it and we had to clean it off and warm it up for 5 minutes before we could pull out!! We were very late for where we had to be with the truck and this ruined the flow of our entire day. We will never recommend U-Haul or use U-Haul again. That franchisee should have his privilege's taken away as he clearly thinks this is free money and all he has to do is sit at home and collect a U-Haul pay cheque. How embarrassing to U-Haul!ROBERT R.
Again....signage from where the GPS takes you does not really show you where the location is at. You pull into a big parking lot and it too is tucked in the back...not easily visible but once you look around a bit you can find it, but only if there are no other U-Haul trailers visible then it would be harder to locate..Jim L.