Customer Reviews for Shawarma Palace
(U-Haul Neighborhood Dealer)

Rating:

5.0

I really love UHaul services. Very affordable and friendly staffs

Rating:

3.0

You do need to Improve the location very close from me

Rating:

1.0

Almost scammed km

Rating:

2.0

Our experience with U-Haul themselves was great. We used them twice in the last month and they always had fantastic customer service. However, this pickup location was a terrible experience. We were supposed to pick up the truck at 7:30 am and they did not make arrangements to leave us the key. We had to wait until 9:00 when they opened to get the key which delayed our move when we had our whole family organized and waiting on us. Also, it says “Shawarma Palace” but I did not see any “Shawarma Palace” signs there. We figured it was there because of all the UHaul trucks in the lot but we had to look for a sketchy back door with a sign on it. Also they squeeze so many trucks into the lot that I saw someone back one truck up into another and bump it multiple times. Not sure if this is bad for the truck but the truck behind actually moved around from being bumped hard enough. In the end, UHaul made things right but the staff at this location are irresponsible and I wouldn’t recommend them.

Rating:

1.0

It took more than one hour to get the booked truck from the yard. The truck was smelling worse than a garbage truck, we even used masks while moving. After returning truck, they charged us a cleaning fee!!

Rating:

5.0

I experienced no issues with renting.

Rating:

1.0

The most terrible experience I’ve had with U-Haul (I’ve never had a poor experience with them). The owner Bahaa is absolutely disrespectful. I have dealt with this issue diplomatically by reporting it to U-Haul and I am in talks with the Area Field Manager to review this location. I sincerely hope U-Haul shuts this location down for its customer. The location, the vans, the garbage in the parking lots, the miscommunication, disrespect, customer service, employees; it is all a total scam and I hope no one has to deal with what I dealt with at this location and hope U-Haul will take action.

Rating:

2.0

Overall, my experience with the truck and this location was rather poor. The truck itself was in very bad shape! It was rusted all over, the parking brake release was literally hanging loose. There was definitely something wrong with the engine because even when I took my foot off the gas, the engine would keep revving and if I braked then, there would be a very loud grinding sound from the engine. The location itself was also not great and felt like a scrapyard. However, the service itself was very good, both from the location and from U-haul, via their helpline. While returning the truck, I locked the keys in the truck and the helpline got me a towing company to come help. And even though it was at 10pm, they showed up in 45 mins and unlocked it for me in ~10 mins.

Rating:

5.0

I had no issues with the rental truck pleasant experience and will tell friends and family excellent customer support too thank you

Rating:

3.0

The online app was horrible to use and not simple as advertised. First the verification took way too long and none of my credit cards worked even though I tried a Mastercard and a visa from separate banks. No other option was available. I ended up having to find a person at the location that processed my reservation. If they weren’t there, I would have not been able to use the app what so ever. This isn’t even a complicated reservation but it was extremely difficult. And the app also wipes all the information if you temporarily exit to see another screen of the app. Frustrating experience.

Rating:

1.0

Pickup on Sept 27 took an extra hour due to a disorganized handover by the U-Haul team, while I was on a strict deadline to move out and hand keys to new tenants. The truck itself was clean, but the wasted hour caused real problems for my move. Staff was new and the manager was not accomodsting, they need to be ready at the confirmed reservation time.

Rating:

1.0

I guess the supervisor or something like that acted like he was the boss. They are asking to take pictures without having a space, so I moved the truck forward to take pictures and a car came and even if they had a lot of space to pass, this person took the truck and went backwards saying “you can go, we don’t have a truck for you”, I had to apologize otherwise I couldn’t do my moving. Just one suggestion, don’t play with someone else nerves because you might find people in their wrong day!!! I won’t suggest that location to ANYONE!!

Rating:

2.0

The worst overall experience I had

Rating:

5.0

Good service 👍

Rating:

1.0

Absolutely ridiculous company. The problem was not Shawarma Palace. Initially my reservation was not prepared at another location. I was directed to Shawarma palace. The truck that I was supposed to take had a flat tire and no dollies or blankets. I had to wait for the location to open which derailed my appointment with movers and my elevator reservation. The customer service rep at UHaul said they would process a discount/refund claim, but nothing ever came of it. My suggestion: verify that reservations are prepared by locations.

Rating:

1.0

Unfortunately I received the truck in very poor condition. It was dirty and smelled. The tank received was less than a quarter filled. Also there was no easy place to park

Rating:

4.0

My blankets I ordered were missing.

Rating:

1.0

I booked with U-Haul because it had a large depot near me. The pick up location was 40 minutes away which was not convenient at all The worker at the pick up location was excellent and very helpful and there was no issue with Shawarma Palace.

Rating:

5.0

Excellent service, fast and efficient.

Rating:

1.0

There was no lock or key in the lock box that I was assigned spoke to someone at head office, and we went through the vehicle and then found the key in the back cargo area of the van over an hour of my time wasted looking for the key that was supposed to be in the lock box and when I went to start the van, the engine light was on, during the time that I needed the van I felt very uncomfortable with that light on, so I returned it earlier than I was supposed to. I then called a friend of mine to finish doing what I needed to do. I was not very happy. I also returned it with more fuel than I had received it with.

Rating:

1.0

When I arrived the guys said the one I booked online wasn’t available for another hour. I had to be the one to come up with the idea of using a larger vehicle. Unprofessional. Unorganized. Unprepared.

Rating:

5.0

The team were great and made the pickup and dropoff process very smooth.

Rating:

1.0

We were instructed to take photos of all sides of the cargo van, however we should ALSO have been told to take a photo of the gas gauge! My son, Bodie Deacon, noticed the gauge was sitting almost on the “full” line before he drove the van, just under that line in fact. So when he arrived in St. Catharines (one way), he filled the tank up to that exact line and returned the vehicle. Sadly, he was charged $30 for apparently not “filling up the tank”. That is absolute nonsense and incredibly poor customer relations. You gouged a customer who was simply acting in good faith. I can’t imagine using or ever recommending U-Haul if these are your business practises. Signed, Andie

Rating:

3.0

I ordered a plastic cover for couch and mattress, but they were at another location and couldn’t be picked up.

Rating:

1.0

This location is a dump. Drop off in an unlit back alley with zero staff present. The parking lot is gravel and nobody is there to help you when you arrive. Have to log in to the app and do everything yourself. Would never use this location again. Should be taken off the list of locations. It’s a shawarma restaurant not a U-Haul depot. Completely disappointed by the drop off experience.

Rating:

1.0

Was redirected to this location after my reservation elsewhere didn’t have the truck I had reserved, only for this location to also not have it but failed to mention it until I got there. Additionally when I arrived, they were preoccupied in an argument with another customer who was also mislead about their reservation

Rating:

1.0

I reserved and booked for a 10’ truck and when I arrived they mentioned they don’t have any and it was booked by mistake and after 45 minutes waiting they gave me a smaller car which made us to do the moving in three rounds and it ruined all of our planning, I booked the elevator for three hours and because of this I needed to renegotiate with the building to extend the moving window. couple of my friends were supposed to help us and they had other plans and they finally decided to change their plan and stay with us to help us doing the movement which was supposed to be done in 1 round.

Rating:

3.0

It was fine.

Rating:

3.0

There were two crack pipes in the glove box and my 13 year old daughter found them. It was awful. But you guys refunded everything so all is okay.

Rating:

1.0

Dont close office before closing hours; dont provide a different kind of truck from the one that was ordered; dont charge for fuel when truck was returned properly refueled

Rating:

5.0

They did mess up my order twice and then gave me the wrong vehicle. Brutally was resolved I'm happy.

Rating:

3.0

Insufficient supply of accessories. No lift trucks available.

Rating:

4.0

Quick pick up and drop off service. Even faster with the app. Vehicle was good condition and clean.

Rating:

5.0

Easy pick up process and very helpful staff.

Rating:

3.0

The place was a bit difficult to find, but the person on site was very friendly, very helpful and overall a great experience because of him

Rating:

5.0

Easy process. They had all different size trucks available and they had the one I needed reserved for me. Many times I’ve gone to other locations and reserved a truck and they didn’t have the one I reserved when I showed up. This location was seamless and great people and customer service

Rating:

4.0

At pick up time, there was no one at the counter. I called the two phone numbers provided and no one picked up:

Rating:

5.0

⭐⭐⭐⭐⭐ I would like to share my honest feedback about my experience. Last weekend was one of the most challenging moving weekends I’ve ever had. I had reserved a 26’ U-Haul truck, but when the day arrived, the truck was no longer available at my pickup location and had been moved to the opposite side of Toronto. Finding another truck was extremely difficult because there was virtually no availability anywhere. My reservation was scheduled for 1:15 PM. Although I arrived around 1:30 PM, we then had to wait 1 hour and 42 minutes because there was no employee available at the location to assist customers. By the time we were finally able to leave with the first truck, it was almost 4:00 PM, and my son and I still had to return to pick up the second truck. What should have been a simple pickup became a long, exhausting, and very stressful afternoon. Throughout all these challenges, Hector , Chris and Jack were absolutely outstanding. They were patient, professional, compassionate, and determined to find a solution. They stayed on the phone with us, explored every possible option, and never stopped trying to help. At one point, another customer even offered to exchange trucks with us because the larger truck wasn’t suitable for their needs. Rather than helping make that reasonable solution happen, the employee at the location showed very little willingness to assist. Thankfully, Jack and Hector stayed involved, guided us through every step, and ultimately made everything work. Thanks to their dedication, we were able to secure two U-Haul trucks and successfully complete our move. Jack, in particular, truly became our angel that day. His commitment to customer service went far beyond what anyone could expect. While Jack deserve my highest recommendation, I believe the customer service at this location needs significant improvement. Great customer service is about being present, communicating effectively, and genuinely trying to help customers solve problems—especially during stressful situations like moving. The location itself is convenient, and the equipment was clean and well maintained. However, without Jack and Hector, I honestly don’t believe our move would have happened that day. Thank you, Jack ,Chris and Hector, for your professionalism, patience, and dedication. You turned an incredibly stressful experience into a successful one, and my family and I will always be grateful.

Rating:

4.0

⭐⭐⭐⭐⭐ I would like to share my honest feedback about my experience. Last weekend was one of the most challenging moving weekends I’ve ever had. I had reserved a 26’ U-Haul truck, but when the day arrived, the truck was no longer available at my pickup location and had been moved to the opposite side of Toronto. Finding another truck was extremely difficult because there was virtually no availability anywhere. My reservation was scheduled for 1:15 PM. Although I arrived around 1:30 PM, we then had to wait 1 hour and 42 minutes because there was no employee available at the location to assist customers. By the time we were finally able to leave with the first truck, it was almost 4:00 PM, and my son and I still had to return to pick up the second truck. What should have been a simple pickup became a long, exhausting, and very stressful afternoon. Throughout all these challenges, Hector and Jack were absolutely outstanding. They were patient, professional, compassionate, and determined to find a solution. They stayed on the phone with us, explored every possible option, and never stopped trying to help. At one point, another customer even offered to give out their truck to us because the larger truck wasn’t suitable for their needs. Rather than helping make that reasonable solution happen, the employee at the location showed very little willingness to assist. Thankfully, Jack stayed involved, guided us through every step, and ultimately made everything work. Thanks to their dedication, we were able to secure two U-Haul trucks and successfully complete our move. Jack, in particular, truly became our angel that day. His commitment to customer service went far beyond what anyone could expect. While Jack and Hector deserve my highest recommendation, I believe the customer service at this location needs significant improvement. Great customer service is about being present, communicating effectively, and genuinely trying to help customers solve problems—especially during stressful situations like moving. The location itself is convenient, and the equipment was clean and well maintained. However, without Jack and Hector, I honestly don’t believe our move would have happened that day. Thank you, Jack and Hector, for your professionalism, patience, and dedication. You turned an incredibly stressful experience into a successful one, and my family and I will always be grateful.

Rating:

2.0

When I picked up the truck, it was at the line between empty and a quarter tank. I told him that was not very cool and he said oh it’s OK. It’s only yours. I took the truck home. We packed the truck. We drove it to storage and as we were driving, I filled up the truck with $100 of gas then people were telling me I have a leak. Everybody was stopping my truck and saying I have a leak gasoline or oil and we had just passed the location. I rented it from so we went there we told him the problem he didn’t seem to care. We told him we have to go to storage to empty part of the truck and we will come back for the solution. As we left, we called him to talk about the issue and we realized it was gasoline so we told him that and basically he said I can’t help you and hung up on us. We called customer service and finally got a little bit of help so they brought a different truck we had to repack that truck I had to sleep over in Toronto until the following day. I’m pretty sure the guy knew that the gas was leaking and that’s why it wasn’t full. Overall very bad did not go well. I would like my $105 back that I put in for the gas and apparently they’re gonna give us $400 back for unloading and reloading the truck and also they said we could have $30 vouchers for food which we got. Thank you very much.

Rating:

2.0

It's a weird shed/office with no windows staffed by a very good and helpful employee. I felt bad that he had to work in such a place.

Rating:

1.0

I had to wait over an hour after my reserved time to receive a truck. My reserved truck was changed very shortly before without my knowledge or approval. The worker was trying, but clearly not trained well enough to deal with what was happening.

Rating:

5.0

Great service!

Rating:

1.0

Key was not found. Truck was left dirty and on empty.

Rating:

1.0

Provide the truck with at least half of fuel tank, do the minimum maintenance of equipment the right mirror of the truck was loose and with the vibration on the road it was moving all over the place it is not safe

Rating:

1.0

My experience was absolutly terrible. I did pick up after hours through the app. I prebooked a u-haul the morning of and inputed all my information as well as my credit card details. I was to pick up the u-haul at 7:30pm. Once I arrived the App kept putting my through a loop of inputting my information (which it already had). The live agent was little help, they said I need to get to the payment page which would not show up on the app for me and they made me go through the whole process multiple times (through the app and online site). I told them that they have my payment info and to just use it or let me pay over the phone and they wouldn't. The app is ridiculous. I ended up picking up the u-haul at 8:30pm and was an hour late to pick up my furniture. Also the keys were not where the app said they would be. Fix your app.

Rating:

5.0

Good customer service. Was easy to understand my part even though I am not teck savvy. Will definitely use this service again.

Rating:

2.0

very annoying we were charged a $20 after hours drop off fee when vehicle was dropped off within the 24 hr window.

Rating:

5.0

Best customer care

Rating:

5.0

Very good.

Rating:

5.0

The person incharge very friendly and helpful

Rating:

3.0

I had a good experience with the rental overall. Truck was good, checking it out and returning was easy. The parking location where the trucks were looked a bit shabby though.

Rating:

5.0

Good tires, clean truck. Everything was in good order, rates were good. Grateful for a happy experience!