Customer Reviews for Kings Nail Salon
(U-Haul Neighborhood Dealer)

Rating:

5.0

Was nice and easy pick and drop off

Rating:

5.0

Good location and service.

Rating:

3.0

Since it was my first time renting a truck, I opted for the "Counter Service" (in-store pickup) option, which was listed as taking place at King Nails & Spa. However, upon arriving at King Nails & Spa, I was told to call a number provided on a counter. No one answered the first time I called, but I managed to reach someone on a subsequent attempt. Instead of the in-person assistance I expected from a "Counter Service/In-Store Pickup" option, I received support over the phone; the person tried to guide me through the process of retrieving the truck keys myself—a task that proved to be quite difficult. As for the truck itself, I had no issues; it was clean and performed well. The return process presented the same problem: I had to call again, and I was given instructions on how to submit photos of the truck’s condition—a process that was, once again, not easy. My question is: why offer two pickup methods—one via the app and another labeled "Counter Service/In-Store Pickup"—if the latter is actually just a phone call, with no one present on-site to assist you?

Rating:

4.0

The cab area was dirty and sticky in the cup holders

Rating:

5.0

Always good

Rating:

3.0

Followed the instructions to drop off. App states to lock all the doors before we leave and staff says dont lock all the doors and saying different instructions. Make sure to fix step by step from app guidelines.

Rating:

1.0

*please note this complaint is about U HAUL* not any of the staff at the pickup or drop off locations in either Whitby or Nanaimo Annika is amazing to deal with and someone needs to give that girl a) a massive raise for all the b.s. she deals with or b) 6 months off paid. What should have been a carefully planned relocation has turned into an expensive, exhausting, and entirely avoidable ordeal. Between October 6 and October 10, we experienced repeated equipment failures, multiple days of lost travel time, potentially dangerous electrical issues, an improperly managed trailer replacement, and hours of unnecessary phone calls and waiting. At every stage, we have been left to deal with the consequences of problems that U-Haul should have prevented or resolved promptly. I have requested refunds of our rental charges, reimbursement or fair compensation for additional expenses and losses caused by these failures, and written confirmation that we will not be charged late-return fees resulting from delays outside our control. And have heard NOTHING. ****** Other than from one helpful lovely being Annika at the drop off location in Nanaimo. Shout out to her for being nothing but friendly, efficient, amazing and helpful. ****** The following is a detailed timeline of our experience. October 6 – Flat Tire on an Empty Trailer We experienced a flat tire on the empty trailer, forcing us to stay an additional night in Bowmanville rather than depart Clarington that afternoon as planned. Our move was delayed before we had even properly begun. This was the first instance in a series of equipment-related problems that would ultimately cost us days of travel time and additional expenses. October 8 – First Trailer Light Failure The trailer lights stopped working, forcing us to stop travelling for the night at least five hours earlier than planned. A fuse was replaced, and we lost valuable travel time while attempting to resolve the issue. At that point, we reasonably expected the problem had been addressed and that we could continue our journey safely. Unfortunately, that was not the case. October 9 – ABS Warning Lights, Electrical Problems, and Further Delays We got up early in an attempt to recover some of the time already lost. Instead, we were confronted with ABS brake warning lights, a towing package that would not activate, and a service warning. This resulted in another three-hour delay while a different fuse was replaced. By this point, the repeated problems were seriously undermining our ability to rely on the equipment we had rented for a cross-country journey. The cumulative disruption was already having significant financial and personal consequences: • We were at risk of being unable to retrieve our vehicle from the airport within the planned timeframe, resulting in additional parking charges and potential fines. (Added up to almost $200 we found out later when we finally got home). • We were being forced to spend the long weekend in Vancouver, precisely what we had planned our departure around to avoid. • My partner was unable to return to work as scheduled and stood to lose a long weekend of work paid at time-and-a-half. This was income we were relying on to help cover the substantial cost of our move. • Our trailer return would be delayed through no fault of our own. • Our cat's scheduled appointment to have stitches removed would be missed or delayed. These were real financial consequences and disruptions to important commitments, not merely inconvenience or frustration over a minor mechanical issue. October 9 – Second Trailer Light Failure, Unsafe Wiring, and Fire Hazard Concerns On October 9, we experienced a second trailer-light failure in a single day. We were only two hours into a day in which we had planned to travel approximately 12 hours when the Ministry of Transportation of Ontario (MTO) alerted us to the issue. Fortunately, we avoided a ticket, but we were once again forced to stop travelling. We were directed to Turbos Enterprise, a service provider who was finally able to provide competent mechanical assistance and who was excellent to deal with. Their assessment, however, was extremely concerning: the trailer was unsafe to tow. My partner is an electrician and was shown the faulty wiring firsthand. The wiring presented a serious safety concern, including overheating and melting that created a potential fire hazard. The fuse had now blown for the second time. This was no longer an isolated electrical inconvenience. The repeated failures were consistent with an underlying wiring problem that had not been properly resolved. Despite these circumstances, U-Haul refused to accept that replacing the fuse was merely a temporary measure to get us to a safe location, rather than a proper repair. We had been sent across Canada towing equipment that the service provider assessed as unsafe to tow. This raises serious concerns about the condition of the equipment supplied to us, the adequacy of the troubleshooting process, and the response to an issue with clear safety implications. Replacing a fuse without addressing the underlying fault is not an acceptable solution when customers are relying on that equipment to travel across the country. We spent more than six hours dealing with this latest incident instead of travelling through the next two provinces as planned. This came after we had already lost three days due to repeated equipment failures and the resulting delays. After considerable effort and frustration, we finally fought to have the trailer replaced. We were told the original trailer would be picked up by 9:00 p.m. We got up early the following morning, determined to recover as much lost time as possible, only to discover that the trailer was still attached to the U-Haul truck and had not been collected. We waited. More than 12 hours had passed since we were told the trailer would be picked up. We were told someone would call us back “in a few minutes.” More than an hour later, we had received no call and no resolution. Once again, our travel plans were at the mercy of U-Haul's failure to follow through on its commitments. We were left waiting, unable to move forward as planned, after already enduring multiple days of preventable delays. October 10 – Replacement Trailer Mix-Up and Another Forced Overnight Stop On October 10, we arrived at the designated location to obtain our replacement trailer, only to be told that the trailer in the lot was not for us. We spent another hour and a half on the phone trying to resolve the situation. Vanessa was helpful during this process, and I want to acknowledge her efforts. Anyone who has had to deal with customers experiencing even a fraction of what we have experienced can appreciate how difficult those conversations must be. However, one helpful employee does not excuse the larger failure in U-Haul's handling of this situation. We were ultimately told to take the trailer, despite having been informed by the employee at the location that morning that it had been set aside for someone else. We were told the license plate number and trailer number were included in our contract, leaving us caught between conflicting instructions from U-Haul and its location staff. After hours of frustration and phone calls, we left with the expectation that the matter had been sorted out. Instead, we were once again forced to stop travelling for the day because of U-Haul's mishandling of the replacement. Over the following six hours, U-Haul attempted to resolve the situation, only for us to discover that someone else had picked up the trailer we had been instructed to take. U-Haul's proposed solution was for us to drive to another location in Manitoba, more than two hours away, to collect a different trailer. After days of equipment failures, a potentially dangerous wiring issue, repeated delays, and broken commitments, U-Haul expected us to spend even more time driving out of our way to correct a problem caused by its own handling of the replacement. We had already driven approximately 1.5 hours to the location. We had absolutely no confidence that this proposed solution would work without creating yet another problem. We were left with little choice but to halt our travel plans and obtain another hotel room. Approximately 10 hours later, following several more phone calls back and forth, a new trailer was finally dropped off to us. This entire episode was an unacceptable waste of time and resources. We had done everything reasonably expected of customers renting equipment for a cross-country move, yet we were repeatedly required to chase answers, coordinate solutions, and absorb the consequences of U-Haul's failures. We also had to add more than 140 kilometres to the vehicle that should have been transported on the trailer in order to collect the replacement. This additional driving was unnecessary and directly related to the replacement arrangements. The fact that a replacement trailer was eventually delivered does not undo the hours lost, the additional mileage, the cost of accommodation, or the disruption to our journey. The Broader Pattern of Negligence and Unacceptable Service At every stage, we have been forced to spend our own time chasing solutions to problems that should never have occurred in the first place. We did not rent equipment expecting to troubleshoot repeated mechanical failures, manage potentially dangerous wiring issues, negotiate for a replacement trailer, or repeatedly chase customer service for basic assistance. The pattern is impossible to ignore: • A flat tire delayed our departure. • Repeated electrical and warning-light issues forced us to stop travelling and lose additional hours. • The trailer experienced a second lighting failure in a single day, with wiring subsequently assessed as unsafe to tow and showing signs of overheating and melting. • The replacement trailer was not collected as promised. • The replacement arrangements were mishandled, and we were directed to a trailer that had been allocated to someone else. • We were then offered a solution requiring more than two hours of additional driving to another location in Manitoba. • We ultimately lost further travel time, incurred additional accommodation costs, and drove more than 140 unnecessary kilometres because of the replacement arrangements. This has been an exhausting, expensive, and deeply disappointing experience. We chose U-Haul expecting a company capable of providing safe, roadworthy equipment and reliable support for a cross-country move. Instead, we have experienced repeated equipment failures, significant disruption, unacceptable communication, and a complete lack of urgency in resolving the problems. A cross-country move is not a short local trip. Customers should reasonably be able to expect that equipment rented for this purpose is properly maintained, safe for its intended use, and fit for the journey. The repeated failures we experienced within days raise serious questions about the equipment provided and the adequacy of the response when those failures occurred. The time we lost cannot be recovered. The additional expenses, lost income, and missed commitments are not hypothetical inconveniences; they are consequences of the repeated problems we were forced to manage. We have several friends planning to move across Canada to British Columbia to join us. Based on this experience, we will be strongly advising them to choose a reputable alternative to U-Haul. We would never knowingly recommend that someone else endure the same experience we have had. Requested Resolution Given the seriousness and cumulative impact of these failures, I am requesting the following: 1. A minimum 50% refund of our rental charges. This is a reasonable minimum request in light of the repeated equipment failures, substantial loss of travel time, unsafe towing concerns, mishandled replacement arrangements, and significant disruption to our cross-country move. 2. Written confirmation that no late-return charges will be applied. Any delay in returning the trailer or other rented equipment that results from these failures and the time required to resolve them is beyond our control. We will not accept additional rental charges for delays caused by U-Haul's equipment failures or replacement arrangements. 3. Reimbursement or fair compensation for additional expenses. This includes reasonable additional hotel and accommodation costs, airport parking expenses, additional travel costs, and other documented out-of-pocket expenses directly resulting from the delays. 4. A review of compensation for lost wages and other documented losses. My partner's lost work at time-and-a-half pay and the other commitments disrupted by these delays should be considered as part of a fair resolution. We reserve the right to pursue recovery of losses that are reasonably attributable to these failures. 5. A formal review of the equipment failures and customer service handling. I expect U-Haul to investigate the repeated trailer-light failures, the condition of the wiring, the assessment that the trailer was unsafe to tow, and the mishandling of the replacement trailer. I also expect an explanation of how these issues occurred and what steps will be taken to prevent other customers from experiencing the same problems. Required Response and Next Steps I expect this complaint to be reviewed by someone with the authority to approve meaningful compensation, rather than being dismissed as a routine service complaint or referred back to the same customer service process that has already failed to resolve these issues adequately. Please provide a substantive written response outlining U-Haul's proposed resolution within five business days of receiving this complaint. I expect that response to address each of the requested remedies individually. A generic apology or an offer that fails to account for the scale of the disruption will not adequately resolve this matter. If U-Haul is unwilling to provide a reasonable resolution, I will consider escalating the complaint through the appropriate consumer protection channels and pursuing the available legal options to recover the financial losses arising from this experience. We have already lost valuable time, incurred additional expenses, and endured unnecessary stress during a major life transition. I expect U-Haul to take responsibility for the consequences of the equipment failures and service breakdowns rather than leaving us to absorb the full cost of a situation we did not create.

Rating:

1.0

You charged me because for an empty truck and didn’t refund me when I overfilled your stupid truck

Rating:

4.0

Very tight space to get trailer for pick up and return.

Rating:

5.0

Nothing.... Everything was fast and easy. Pick up and drop off.

Rating:

5.0

I was redirected to a second location from my original contact and the trailer had a flat tire i followed the gentleman to a third location to pick up my trailer but he was very helpful.

Rating:

5.0

Great again.

Rating:

5.0

No need to improve, the gentleman were super nice and extremely efficient

Rating:

5.0

All good at pick up.

Rating:

5.0

Easy drop off.

Rating:

5.0

Good place to rent.

Rating:

5.0

Very professional!

Rating:

4.0

All was good

Rating:

5.0

Nice and big, big parking lot.

Rating:

2.0

Phantom mileage charges, bullshit fuel level claims, changes to pickup and return locations that I never agreed to...fuck off. Suck my dick, U-Haul.

Rating:

5.0

Was good, easy.

Rating:

5.0

I loved the pickup process, the associate helped me well. Truck was great. Where as the drop off was after hours so I used the app. The Uhaul app is terrible. After clicking pictures and locking the truck, I discovered the drop off procedure didn't complete. I had to redo this again, opening the truck, bunch of pictures again, lock, and then app said drop off not complete. Terrible experience with the uhaul app. Wasted more than an hour just to return. It wasn't until the help desk associate redirecting to the website , I got to complete the return.

Rating:

5.0

Good place and good service

Rating:

2.0

VERY hard to find the drop off box and to know where to park van!! PS the drop off location on my online agreement and the one on my written contract were different. Going to the online designated location, the manager wasn’t certain what to do. Called someone. We waited. Then, we’re told to go a third (different) location. We decided to go to the one ON the written contract and dropped it off at 1121 Dundas St East in Whitby. That took extra time, gas, mileage … and concern. Please try to get it synched up in the future. Can’t answer re the facility as we dropped of after 4:00 pm. Place was closed. Just a drop off box and- so I put “yes”!!

Rating:

5.0

Go into Kims Nails Salon if you need a phone number to speak to someone. Beyond easy mobile online contract/sign-up. Super friendly with extreme ease upon pick up and return! We will rent from you again!! Thank you so much!

Rating:

5.0

Toy hauler is the best, jay talked me into the toy hauler but no disappointment.

Rating:

4.0

No one on-site to greet me. Needed to call a number, and wait for the person to come.

Rating:

5.0

Jay was super nice and helpful, made our job easier will definitely recommend to our friends and family.

Rating:

5.0

They're very helpful easy to rent from this location

Rating:

3.0

No one is there to help you, I was constantly calling for 30min to someone eventually completed the return. next time for sure I will work with a physical store rather than a parking lot and someone on phone!

Rating:

1.0

The initial pick up process was a mess. Customer service had to relocate me to a new vehicle

Rating:

1.0

I’ve rented U-Hauls before and this time way very disappointing. The car was left unlocked with somebody’s ice coffee left inside. I requested dolly’s and moving pads and when I opened the truck they were not there. The people at kings nails were beyond unhelpful and I had to call a number and wait nearly 20 minutes to leave with just the dolly. Waiting on a refund for the rest of the equipment considering it wasn’t in the truck and what I did end up getting I had to go into some dump and get it myself

Rating:

4.0

The vehicle itself was clean enough but floor mats could have used a vacuum. Passenger seat belt took a few triesto engage. Staff on phone were very helpful.

Rating:

2.0

6x12 trailer vibrated and bucked very uncomfortably from 35-50kmh. Kings Nail Salon representative forged my signature on the rental contract.

Rating:

5.0

The checkin and checkout, as well as the mileage + gas is something which makes it too expensive for a short drive. So I wouldn’t recommend for short distance usage and I will not be using it henceforth

Rating:

5.0

Rep was friendly, easy transaction. Truck worked well! Thank you! 🙂

Rating:

5.0

Good Service. Thank you.

Rating:

5.0

Nothing ! From my experience !

Rating:

2.0

They charged me for an extra day when I returned the same day. Also charged a cleaning fee when the truck was nasty to begin with

Rating:

5.0

It was a quick and easy check in with a simple phone call. The truck was running fantastic although there was some body damage from someone else. The gentleman who takes care of this location is fantastic! My friend forgot her prescription glasses in the truck. The truck was gone the next day, so I contacted the gentleman who is in charge and he tracked down her glasses for her!

Rating:

2.0

Honour your commitment, Do not cancel without customer knowledge Super unprofessional Sent me to three different locations and refused to accommodate anything. Poor customer service spent over 1 hour on hold with no resolution. Still charged me 95$ for a trailer rental. Honestly worst experience I’ve ever had dealing with uhaul. I’ll save up and buy my own trailer to avoid dealing with these corrupt thieves

Rating:

5.0

Toy hauler is the game changer for moving your toys.

Rating:

5.0

Very reliable

Rating:

5.0

Great customer service

Rating:

3.0

There is no one on site to help with questions, instead it’s just a sign with a phone number to contact a uhaul employee.

Rating:

5.0

Jay was very helpful, i’ll give 10/10

Rating:

5.0

Great customer service by attendant who helped me out would recommend to family and friends

Rating:

5.0

The service was great

Rating:

1.0

Picked up a trailer at 4:00 Friday afternoon for agreed upon 24 hours for $79. I asked the owner if it was possible to return Monday morning for the same rate as I work 2 minutes away and live a hour away . We agreed that if another reservation came in I would bring the trailer back sooner . Returned the trailer at 5:00 am Monday morning as agreed and was charged for 3 days rental. No recourse from the owner of this location. Will not go back and will let everyone I know not to deal there .

Rating:

5.0

Excellent service

Rating:

5.0

I think the instructions for what do do when first on-site at this location, particularly for first time customers, would have been helpful in order to set expectations. The salon is simply a front retail location, where all they do is point people to call the number to reach the location manager directly. These instructions, along with perhaps a map of the strip plaza and where to direct customers to the location where the trucks are parked would have been helpful to send in advance.

Rating:

2.0

Didn’t have the equipment ready and available as requested. The app wouldn’t accept my photos? The owner was rude, the gas tank was very low as the owner claims people steal gas from him. I ordered 2 dolly’s and an appliance dolly and they were not in the truck. Only one of each was available. There was garbage all over the location, the truck was parked on a huge hill and so to take photos you basically had to reach the train tracks or move the truck to the middle of the lot.

Rating:

5.0

Super easy to pick up a truck from this location if you use the app.

Rating:

1.0

Was suposed to drop off at Moneoe Auto. They were completely useless. Neither clerk wanted to help us. Told us they wouldnt take the truck back brvsise they had no parking but you could see there was soace and they just wanted to close up snd not desl with us. They just sent us to a different location with no interest in our concerns . Terrible.

Rating:

5.0

All an all was all good

Rating:

5.0

Very good service thank you

Rating:

1.0

No present customer service person. It’s literally in a nail salon.

Rating:

1.0

Charge per km was misrepresented, instructions for pick up/drop off were extremely unclear and I lost an hour of my rental time trying to figure it out. The app was poor and failed to load causing me to repeat steps over and over (e.g., taking photos of the vehicle multiple times due to failure to upload). At drop off, the app never uploaded the photos and when we called the service rep said oh well. Upon drop off, we put the padlock on backwards and forgot to get our odometer photo. When calling the service line, they said there would be a representative inside to help. There was not. I was told to call another number and this person was not in the area and essentially told me that the issue was my problem and questioned how I could have possibly put the lock on backwards (meanwhile it is nearly identical on both sides). My $29 truck rental cost $240 for 3hrs of use. I will not be using this service again.

Rating:

2.0

Customer service was so-so... Not great!

Rating:

1.0

Lack of communication and transparency regarding pricing

Rating:

5.0

The mobile pick-up was a bit confusing as the code wasn’t working. Thank god Jay was there to assist us. We were able to quickly pick up the truck right after his help. Having someone there like Jay to assist with pick up and drop off really helps. I was late bringing the truck back and I feel really bad that Jay got in trouble for my mishap. Moving is very stressful and I appreciate that Jay was so understanding and kind.