To whom it may concern, My name is Kate and I recently booked a Uhaul for May 1st. Order number # 25535284 I had a very bad experience at almost every interaction with staff and your service and I wanted to email this so that these complaints could be addressed and rectified. I booked the truck through your service on 19th April and confirmed a pick up location in my neighbourhood in downtown Toronto. Over a week later, on the 27th April I received an email notifying me that my pickup location was amended to Scarborough, with no warning or discussion with me. On the email there was a message saying ' if this does not work please call or reply at" and provides a broken link. I tried multiple devices and browsers and all gave an error that the link was not working. Can you please confirm why this was issued in a customer email. It seems really bad faith on your company's side to change a location and offer no real way for a client to communicate through the means they booked your service. I tried to contact you via phone, again wasting my time due to your flawed service and called your help line 1800-468-4285 where I was left on hold for 45 minutes, your messaging had advised the hold time was twenty minutes however I hung on. The customer service agent was highly unprofessional. They offered no assistance only to recommend I change the size of the truck I rented to be in with a chance of getting a closer location, with no guarantee this would even be the case. The agents attitude was rude and began sighing down the phone. I find this unacceptable treatment. Your company makes its clients jump through hoops to even have the chance to speak with someone and to be met with an agent who was unprofessional and so unhelpful was really disappointing. I would recommend that this call is reviewed as I am sure all calls are recorded for quality assurance. On my second phone call, I spoke to another agent who advised me that nothing could be done and that the first of the month is a busy date so the only real solution would be to change my booking for another date. While this being a busy date is understandable I booked the service in good faith for a local pickup in downtown Toronto. I took that day off work, booked elevators in both buildings and arranged help. Changing my date was not a realistic or fair option. I booked for the date and you accepted this booking. It is unacceptable to take my booking and money and then to switch up the agreement. Ultimately I had to rent a friend's car to drive to Scarborough to pick up the truck. As you charge by mileage this clearly puts me at a distinct financial disadvantage already and I want a refund of the mileage pro rata to what it would have been if you had honoured my original booking. If your company was honest in the beginning I would have made alternative arrangements rather than being left to the last minute with no options. Further to this when I did pick up the truck, I asked the agent in the office what I needed to do when returning the truck. I was advised that when I dropped back the truck I simply had to fill the gas to where it was when I got it, fold the blankets in the back, park the truck in the spot I got it from and drop the keys in the lockbox. I completed this as instructed by your agent. I have since learned that I was also required to take pictures of the clean truck and of the milage. I was never made aware of this. Another customer actually told me as she dropped hers off. The site only allows you to upload photos there and then and I have a photo of the milage that I took for myself but couldn't upload it. I was charged extra for the cleaning fee, on a truck that was returned perfectly cleaned. I request that I am refunded this fee as I was not advised of the need to take additional pictures. I cleaned the truck and folded the blankets and completed my end of the agreement as much as was in my knowledge. I have been really disappointed by your company and feel as though you really don't care about your customers or the experience they have using your services. Every interaction I had was very negative except for the young employee who offered to help carry out the blankets at pick up and you have left so much of the work on me due to your broken links and disengaged staff. I respectfully ask to be refunded for the extra milage and cleaning fee for this truly terrible experience. I am not typically one to complain but this made moving day extra stressful for me and I would be very unlikely to recommend your services to anybody again in the future. Trusting you will make this right, Yours sincerely KateKate R.
Trailer Rental & Towing in Scarborough, ON at AL AMAAN Supermarket
(Distribuidor de U-Haul del vecindario)
Scarborough, ON M1S3A7
(McCowen Rd one block north on Sheppard)
Services at this Location:
- Lun. - sáb.: 10 a. m. - 6 p. m.
- Dom.: 10 a. m. - 2 p. m.
- 5/13/2021: cerrado
- Devolución del cliente 24 horas
Alquileres locales para mudanzas de ida o en la ciudad en Scarborough, ON M1S3A7
U-Haul tiene la mayor selección del área de camiones y remolques para mudanzas de ida y en la ciudad. U-Haul ofrece un proceso de mudanza fácil al alquilar un camión o remolque, entre los cuales se incluyen: remolques de carga y cerrados, remolques utilitarios, remolques para auto y remolques para motocicletas. Combina tus esfuerzos de mudanza al alquilar un camión y un remolque de U-Haul hoy.
Additional Services at this Location
Comentarios de clientes
- 3.0 Average Customer Rating
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The Rental smelled like the Vehicle transported live chickens and they shit a lot and the Van was not properly cleaned. My clothes was left with the Stench as well as the Couch I Transported. I was charged for Gas which I put in the Vehicle to more than I received it. When I dropped off the Vehicle no one checked it and was told to just park it and they would email me the bill . There was only one person at the Front desk and he was attending to a Customer so I guess he didn't want to get up to check or ever park the Vehicle so since he didn't check the Gas level when I returned the Vehicle he simply billed me on the mileage used which was very low . That vehicle needs fumigating as I had to cope with the Stench through my journey. Totally Disgustingandrew T.
The truck I had requested (which was guaranteed) was not available so I was given a larger truck which I did not need. The cabin was also extremely dirty and it was clear that it had not been cleaned prior to me renting it. The dolly I required was also sold out so I was given an appliance dolly, the gentleman advised that I would be charged the $7 instead of $10 but my receipt said otherwise.Nathaniel-Joshua W.
The person at the desk can be more involved and interactive . It helps to engage with the customerstushar R.
changed the reservation last day. changed the drop off location. when questioned about the same, the response was i am not gonna give truck, go get it from some other location; keep waiting to talk to customer care. Extremely rude staff.Ravneet J.
No proper guidance was given about returning the equipment, equipment was in a really bad condition from inside.HUSSAIN KAIZER P.
At no fault to him the equipment is on a first come first serve basis. It be nice if I was notified prior the item was not available.Michael D.
The service persons are indifferent and slow. The inside of the truck was not swept. Radio doesn't work.Shigong Y.
Got the trailer with some wood and a bunch of nails in it. Returned it and was charged for a cleaning feePeter P.
Rear right light on trailer was out. Guy who rented it told me all lights were working. find it hard to believe it suddenly burned out in 10 minutes.Graeme S.
unexplained additiona charges on the day following the rental. No reason provided by staff at the facility, told to contact customer service.Sydney A.
Great customer servicesugirtharan M.
Maybe a quick wipe down with some cleaning wipes, otherwise no complaints, it was fast, easy and contactless. Trucks were fine, no problems whatsoever. Will definitely be coming to this location again, it's closer than warden location and you guys have trailers too! ThanksFarzad A.
Great service and follow up... Friendly staff.Brad S.
Not the cleanest of Uhauls , but the fella who worked there was very nice.Reece W.
The building was dirty and smelled.Andrew B.
Give a full tank of gasJAWAHIRLALL S.
I was charged 3days for a 2day rental ðŸ‘ŽðŸ‘ŽðŸ‘ŽMarco L.
Good serviceMIRSKY S.
Overcharged me for fuel. I even took a picture of the mileage and gas tank when I returned it and they still overcharge me for $25. I've sent email and called to get my credit back. But no reply.Eric C.
Good serviceThejus M.
GreatChi Fung Gideon L.
Great customer service.JAMESD B.
The 6' x 12" Trailer that I had rented came with a 5' ramp The rear gate supports were only 5ft wide I could not load my 5-1/2' garden tractor TOTAL WASTE OF TIME You need to advise customers of this shortfallPaul S.
Best place for U-Haul rental never had any issues.AZIM K.