We were given a deal for pickup location by the U-Haul. When I picked it up the charge was more then the rep told me. When I dropped it off there was another charge. You are definitely a swindler.
John H
Customer Reviews for Roy Equipment Rental
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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I got charged $62 more than I should, Now I am trying to get my money back, worst experience with u -haul.
Malkit SMy contract No. 24510400. Very bad experience with U-Haul, no people come out to solve the problem. I return the truck on Dec 21 before 12:00 pm, and return the key in person at this store, However this store check me out on Dec 22 after 2:00 pm. so as to charge me $63,28 for one more extra day rent. I called the store 613-686-3912, he told me call U-Haul customer service, I called customer service, she told me call Paul Parker 343-780-2029, I called Paul, he do not answer the call.
XINFENG ZSketchy and very uninviting. Small parking lot and nowhere to park the trucks.
lacelle sThe location was dirty and had no idea I was coming and still took my personal information very uncomfortable situation
Natasha TIt would be great if the website kept track of who has what equipment...i needed an appliance dolly..assumed there was one where I rented from to find out they dont have any so this made my move more difficult
Jaimie Hthe shop was closed that day but spoke to the gentleman the next day and every thing was done properly,
Paulette GGreat service other then the manager not being (on site) you need to call and wait for him. Truck was maintained other then a broken headlamp and snow covered
jordan jFking terrible
Aidan GReserved a 10 foot truck and was forced to take a 20 foot. They charged us extra instead of honouring the price of the the 10 foot. This is unacceptable! Not the best experience:(
Dave PThe vehicle wasn't there at the time of rental. I needed to wait 2 hours. The renter changed the contract, advising me to return it there, when in fact it was a one way rental. I had to call UHaul Traffic to get it fixed. On 2 Sep, I got a call from the guy who stated he was going to charge me $200 and called me an asshole.
Rob HAverage service
Patrick RThere computer did not work , they told me that uhaul did not have got support to them. So I had to use my phone data to do the transaction when I picked up the trailer. Besides that they were friendly and helpful. They did help me hooked the trailer.
Mario LThe manager was extremely nice and very helpful. We arrived to p/u the truck and was on our way within 10 minutes. Great service!!
GARY REquipment ready to go & great service.
David ZVery quick service.
gerhard wThis location is not good to drop any vehicle because of them i had to pay $45 because they put the timing wrong on my return even i returned before time
Ramandeep KI'm very impress with the place higher I'm not we are a food bank our truck broke we rent a van all that a clue month ago...but higher told us to change to a bigger truck they needed the van...we took the other we have no noise but it's the van we rented first.
CCSFoodBank CI had to go a 110 km out of my way, because the truck I did have in Cornwall, got cancel less 15 hrs for pick up then ,. The operator told me I was gonna get a 120 km free because of the mess up . Didn't receive it got changed my km which was was under and have picture to prove . Sent $ 150 in fuel where it was only going to cost me $40 tops . The experience twas horrible was truck shouldn't even be on the road shaked badly and top it all off ac didn't work .bad enough that you're moving and you have to deal with this. I am not close to being a happy customer at all.
norman dWhen I got there the vehicle had the wrong mileage and the wrong fuel level has marked and not so clean .
Philip RThe best u haul experience I've had this location was fantastic to deal with.
Julian MI was in and out quickly and service was good.
bryan kThe truck I had reserved was not avalai le, custumer service not reachable. Lost a day trting to get someone to help. I had to go get another an hour ans a half from my home. Was supposed to drop off in Rouyn Noranda but when in Rouyn-Noranda the U-Haul location was closed and could not return the truck. Had to wait on line for 15 min to find out I had to bring the Truck to New Liskeard. 1:45 from Rouyn-Noranda. When arrived in New Liskeard the return adresse was now changed to Kirkland Lake, another hour further .....on top on this I was charged extra mileage. The truck was very dirty inside and the blankets also. Extreamely bad..bad...service et the experience ever.
MarieFrance BHad the wrong advice from a U-Haul representative. This end up by being charged 280$ without explanation or authorization .
François RThe owner at Russell location was amazing for helping me for the location I did pick it up was not ligit I went above and beyond to help to make sure everything was done properly thank you
paul lEverything was good thanks Marco
lea dEverything was excellent , nothing to improve ! Keep on the good work !
louis lThe cargo van was rented for the local food bank. A small discount would have been nice.
CCSFoodBank CCustomer service was pleasant, he was very informative.
Denise GNot charge so much, I use the dolly for about 1 hour and a half and I got charged $71, when I believe on the website it says $45.
sue fNot happy seriously 89 cents per km... Or 1,43 per mile..... Your trucks make more than i do per mile hauling real stuff with tractor trailers. Plus to pay for fuel in a pig of a truck. 139 miles 115$ casselman to ottawa ottawa to cornwall back to casselman 404$ total absolutely dumb. I will be spreading the word
Adam EBest experience ever with Uhaul
Linda WFantastic service!
Chantal GTHE ONY SAVING GRACE OF DEALING YOU UHAUL WAS MICHEAL IN CASSELEMAN
Debbie LStaff nice and friendly
Richard GThese trailers should have cranks to raise and lower off the vehicle when loaded.
James MI am writing to let you know about the terrible experience I had this past weekend with UHaul. I initially called several weeks ago to rent a 10 foot truck one way from Ottawa, ON to St. Catharines, ON. At that time, your representative informed me that there was not a truck available at the location in Ottawa that I requested. She then told me that there may not be one available at all for the date I requested (Sunday April 18th) but we said we could be flexible if need be and also pick it up on Saturday. She informed me that we would definitely get a truck but there may be some minor changes, such as location (which we said was fine even if we had to drive a bit to get it). She also said that we may need to take a 15 foot truck as that may be the only size available. At that time, I confirmed that it would be at the same cost as the quote for the 10 foot truck and your representative said that it would be. She then also stated that a representative would call me 2 days ahead of the rental to confirm details with me, but assured me we would have a truck available in Ottawa. On Friday, I did receive a phone call but there were, again, problems and changes. She then stated that now we would have to drive a truck from St. Catharines. I said that with such short notice, that did not work for us as we planned to be in Ottawa on Saturday. But since we had travel plans, hotels booked, plans to move my daughter out of her apartment, etc. I noted that since we were now desperate for any truck, we were stuck with the new plan although it was extremely inconvenient and not what we were promised. After discussion with my family, we realized that was not going to work so I attempted to call back the number from Nepean, but could not get through. I attempted to speak with someone at 1800Uhaul but was on hold for an extended time. Meanwhile, the representative from Nepean called through to say that her manager wouldn't allow the plan she first presented and now they did have a truck close to Ottawa (a 35 minute drive in Casselman, ON) but that it was now a 20 foot truck. Again, we were stuck, so agreed to the newest variation only out of desperation. We had, at the time of reservation, ordered six moving pads and were assured they would be in the truck. Literally on our way to get the truck Sunday morning, we were called by the Casselman representative to say there were no pads. As you can imagine, not very helpful when trying to pack up her belongings, since we had planned on having them. Upon arrival in Casselman, as an F-class licensed driver, I did a complete inspection of the vehicle. When attempting to complete the online check-in as requested by UHaul, I continued to receive an 'Error' message, despite several attempts. Just by chance we thought of taking a picture of mileage and gas levels. And as you will see later, this saved me $56. The level was between 1/4 and 1/2. Upon arrival in St. Catharines, less than 12 hours later, we returned the vehicle to the previously agreed on drop off location on Welland Avenue. Again, upon trying to complete the online drop off as requested by UHaul, I continued to receive an 'Error' message multiple times. We then took another picture of the mileage and gas levels, which were almost identical. We parked in an empty spot and dropped the keys in the drop box. I received on my Mastercard account an amount pending for $350, which seemed oddly high to me, considering the rate I was initially quoted, as well as an additional charge of $56. I decided to go to the Welland Avenue UHaul to clarify these issues, as well as to ensure that the truck was correctly processed and returned. The local representative informed me that the Casselman location had marked the gas level as 1/2. Again, luckily, I had taken a picture and I was asked to 'prove it' by not only showing him the photos but also to email them to his manager Sam Hussey, as in his words, he needed back up in case he was audited' and 'he didn't want to get in trouble' for processing the refund. We emailed the photos and were promised a refund. I then addressed the moving pads refund and he said there were no charges on the account for that cost. I then asked to have a copy of the itemized bill with all the details so I could see how the total of $350 was arrived at. He was not able to provide me with that. As the store was filling up with people, in clear violation of local Covid regulations (at one point I counted 12 people in the small area and not one store employee asked anybody to wait outside) I decided to leave and continue this by phone. After calling and waiting on hold for 40 minutes, I reached a representative that listened to my issues and did send me an itemized final bill, which included a $1 fee for moving pads. I said that although it was only one dollar, I never got any pads. I then explained the issue of the truck sizes and pricing and he said that he needed to forward this to another department and someone would need to listen to all the phone conversations to prove that I was given a rate for a 10 foot truck. When asked, he told me that the cost of a one-way rental for a 10 foot truck was $175. (I was charged $229 for a 20 foot truck that I never wanted but was forced, by circumstances, to take). A representative called today to inform me of what had been determined. I was busy at the time, and asked if he could call me back in one hour. He refused, saying it would only take a second. He then went on to say that the original price quoted was for a round trip from St. Catharines and the current contract was different. Pardon my language, but NO SHIT. It was different because UHaul changed it several times, up to and including while driving to pick the truck up Sunday morning. As I was busy, as I first told him, I was unable to engage in this conversation with him. Hence, I am at the point of writing this novel to you to put everything down in writing so there is no more confusion. I asked for a 10 foot truck one-way from Ottawa to St.Catharines. I drove and used it for less than 12 hours. In addition to the $350 that it cost me, plus additional gas costs for the truck twice the length I requested (My total gas charges were $198.), I have almost put more time into attempting to resolve this issue with your company than I actually did, driving your truck. And to top it all off, not one single employee ever sympathized, apologized, or even attempted to offer some sort of explanation of why this was such an ordeal. Your customer service sucks. Period. You may not honour your original price quote, you may not ever apologize, you may not ever try to make this right for the terrible experience you provided me, you may not even care... But I want my dollar back. Extremely frustrated and disappointed, Jackie Wilks
Jackie WGreat customer service, very accommodating friendly staff. I will be recommending this location to anyone who needs a rental nearby :)
Johanne LThey charge me on my card two days of rental but i only had one day of rent. I go to location they said call 1-800 number so i did over one hundred times no one answer the phone even I was in line for over two hours this looks like a scam it's not customer service
MASOUD TGreat staff! Came in on a Sunday which is their day off to give me the truck.
CHRISTOPHER MLouis G. helped us and we had an excellent service.
SIBOMANA HNothing very good clientle
Eric VThe truck was not clean when I picked it up. I threw out 5 mask's, receipts, random wrapers and napkins, and a jug of ice tea from previous renters. The bed of the pickup had random junk leftover from others as well. Coffee spills were all over the seats and floor. I felt the need to sanitise most serfaces that I figured would be standard practice these days. I returned it cleaned inside and out in better condition then I picked it up.
Leland MWorse place to get a uhaul. Dirty trucks and I had to put air in the front tires. The transmission wouldn't change gears then bang in gear. And to top it off I ask the ladie on the phone what I oh but got a email stating I oh 5x that amount. Lol at the end of the day uhaul is way to expensive and I think I'd just rent from Home Depot. They have amazing rental prices.
Joey RMarco provided excellent service and advice. He is very knowledgeable and an asset to U-Haul. He made it a wonderful experience.
Denis D100 %excellent experience
Rolando LRoy Equipment Rental went out of their way to make sure I had a trailer available for my rental period. great to deal with. highly recommended/
Michael BStop changing pick up location still upset you sent me 40 minutes out of my way to pickup a 5by8 trailer
Carlo FThe truck was nice and not looking too old or shaken up, just the office where to pick the truck could have a part office a bit more setup for that but cant complaint it was what I needed and it did the job
Joel PMarco was very friendly and did not create any problems. Vehicle was in very good condition and I was able to tow my trailer without any problems. We did a walk around inspection and I was on my way in no time. If I need a pickup truck I will definitely go back there as long as there is one available.
marc b