Customer Reviews for Stratford Esso
(U-Haul Neighborhood Dealer)

Évaluation :

5

The Uhaul may need some servicing, the rpm’s got very high before the gear would change

Évaluation :

2

I ended up paying $120. I used the truck for 1 hr you advertised for $19,95 I would have used awork truck instead

Évaluation :

5

The pick up and drop off went very smoothly. Very great advice from the pick up person.

Évaluation :

5

The service was excellent. Since I had booked online it took approximately 5 minutes to get keys and sign for truck, and returning the truck was approximately the same time. In oast, in other cities, I have spent up to 45 minutes for receiving of keys! This was seamless. I would highly recommend ESSO St location for U-Haul rental.

Évaluation :

5

Staff were friendly, knowledgeable and efficient

Évaluation :

3

I rented a panel van to move a large item within town. I have used this particular location before and was previously able to complete the rental process in person. This time, I had to upload pictures of my driver's license through my phone to verify my identity. There was zero information provided to me about how this potentially sensitive personal information will be stored, secured and managed. I really hated finding out at the last minute that I had to go through this exercise - when the person working at the store could have easily validated my identity without my having to upload anything. To be clear - the truck I rented was fine, the person who helped me was not responsible for the policy etc. My problem is with U-Haul requiring the transfer of personal information without any assurances or communication about their responsibility to safeguard customer information. For this reason - I will NEVER use U-Haul again.

Évaluation :

4

I had reserved 6 blankets but the Stratford location did not have any to give me. We did make do without them but it was frustrating not to have the things I had reserved there for me.

Évaluation :

2

Dirty blankets, not too friendly

Évaluation :

4

Staff was very prompt and I had good customer service. A cleaning of the vehicle would be useful, inside and out. So much dust on interior windows it was difficult at night to see. Windshield washer fluid ran out the second day of the reservation, no dash sensor to show that it was low or out. Merci.

Évaluation :

5

The young lady that served me on Friday was exceptional. She was very knowledgeable and pleasant to deal with. She is a shining example of good customer service. The return was easy and billing was prompt.

Évaluation :

3

I had a little trouble with the app, but the customer service agents were very helpful and had me on my way with relative ease.

Évaluation :

5

All went very well.

Évaluation :

5

Nothing as far as I'm concerned. It was a pleasure to deal with this location. The personnel, equipment, the supplies and cleanliness were superb. Merci

Évaluation :

3

I was charged an extra amount from a separate location. my credit card was hacked from this location.

Évaluation :

4

Pickup location friendly and accommodating.

Évaluation :

1

Clean and make sure your trucks are clean and empty in the back before sending them out. Check the gas. Train staff the importance of this. I ended up with a disgusting truck filled with garbage and I won't go into detail it was horrible and gut wrenching. Yes it was nice that you gave me $100 off but I lost 2 hours of my day and wasnt able to take a mattress i had in my garage to the dump because they closed by the time i finally got a truck from you, I had a van reserved when I got there however was told it wasn't available.... I paid for gas in 2 trucks as i had put gas in the first truck as it had no gas in it and then got billed for gas in the second truck! Terrible, just terrible.

Évaluation :

5

Great experience .

Évaluation :

3

Insurance seems rip 16 per day I thought was for rental period,they had van when I needed it so you deal with it.van wasn't cleaned or refueled from prior rental. But would still rent again if needed

Évaluation :

5

Exceptional service from the personnel at the location. The truck was clean and in good condition.

Évaluation :

3

They told us over the phone that we couldn't drop off to them, even though the London location said we could. We had to go online and prebook dropping it off, and even then the employee seemed unsure about the drop off.

Évaluation :

3

Your app is terrible I had to call 6 people to get my reservation to even show up on it. I showed up to get my truck and the app would not work. I reserved for 7:30am and the lady at Esso said she didn't have access to the site until 8am. I got charged for blankets and a dolly that were not included in my truck. I talked the sales rep at Esso and she said she would reverse the charges for those as they were not told to put those in the truck. I never did receive an email stating the charges were dropped like she said would happen. I honestly would never use uhaul again and would not recommend it to anyone I know.

Évaluation :

5

Since I was completely satisfied with everything, there is nothing that I could suggest to improve the rental experience.

Évaluation :

5

Your website was a little hard to work as there was glitches with us on line and for the store clerk. Other than that everything was good Thanks

Évaluation :

4

-Gear shift lever broken. -Damage on passenger side not pointed out. -charged for fuel even though had more fuel in truck then when picked up. I have photos.

Évaluation :

4

Kelsey was great in setting things up and being most helpful and efficient in the checking in and checking out of the rental vehicle.

Évaluation :

2

Staff onsite when I picked up the van was less than friendly. When I dropped it off she did not want to have a look at the van or check the mileage, which I found odd. I was told "I will check it on my own when i have the time". Found out 3 hours later that she had not "checked" the van back in. I received a call from I believe the site manager asking where the van was. I explained I had returned it hours ago. Told this woman that I did not receive a final invoice and was assured I would relieve one in 15-20 minutes. We are over a week since I reserved the van and I STILL HAVE NO IDEA WHERE MY INOVOICE IS OR AN EXPLANATION OF THE CHARGES. This has been one of the most frustrating experiences I haver had, and I WOULD NOT rent a vehicle from this site, let alone from UHAUL again. The level of service and lack of follow up is deeply frustrating. I am shocked by the whole ordeal.

Évaluation :

3

The entire U-Haul online system was down when I went to pick up my rental. The woman doing the check-in was pleasant and did her best to take down all the information from my, make photocopies of my license, sign the waiver for protection, etc. However, they didn't have any of the old manual paperwork like they used to do before the whole online system was introduced. This meant it took almost 15 minutes just to get everything figured out and finally getting the keys to the vehicle. The cargo van I got was newer and was all in metric (km and litres) which was nice to see and it functioned really well. However, it did have the message of "oil change needed soon" and there was no mention of that when I picked up the van and they seemed shocked when I dropped it off when I mentioned that to them. When I went to return the van, a different woman was running the front and she had NO CLUE how to do a return without the computer. They even had a regional manager there at the time that had his little tablet that said he'd try. He was able to look up my name and verify that yes I should have a rental but couldn't return anything. He said he'd look after it. Unfortunately, when I got my final bill, they didn't even look at the paperwork that was filled out at the start and charged me for things that I declined when I picked it up. Not only that, I had contacted customer service when the system came back up and I got an email with my contract that showed the coverage included and they said they would put a note on my file to ensure it wasn't charged. Alas, it still happened. This meant having to contact customer service and get things reversed, taking even more time out of my weekend plans. It would have been less of a headache for me to drive back to the store and do the self check-in even though I had actually returned the van almost 3 hours after I got the first email from UHaul. I'm sure it would have been better on a day everything was working but why the staff are not trained how to deal with a system outage and have paper copies is beyond me. I was lucky that I documented EVERYTHING and was able to plead my case to UHaul to have charges reversed. If I didn't, I'm not sure what would have happened. Overall, the cargo van worked great and I got everything I needed moved, but the hassle of the pick-up and drop-off and then subsequent customer service contacts twice really left a bad taste in my mouth. I will most likely look elsewhere the next time I need to rent a moving vehicle.

Évaluation :

4

This review only asks about the actual location? Whereas it's the operational procedures and corporate regulations that should be reviewed! REMOVE the mandatory online-only method of checking in and return to a more customer focused, human connected and trust based process. Not all of us use or appreciate cell phones for this purpose. Also, I like a criminal going through the checkout process… every step of it made the assumption that I would be a delinquent, dishonest and even dangerous customer. Corporations should return to a more people focussed approach as opposed to living in fear of loss or litigation. Someone needs to be a leader in this shift!

Évaluation :

3

I specifically signed up for the 24/7 service and got confirmation that I did. And the location did not set up my reservation for it despite being equipped to do so. When I called the support UHaul was unable to help at all. Luckily the gas station attendant did a great job and was able to get it signed out for me. However it put me about 40 minutes behind on a day with a tight schedule.

Évaluation :

5

Kelsey is excellent

Évaluation :

5

Have Windshield washer fluid in the vehicles

Évaluation :

5

Kelsey is amazing.

Évaluation :

4

Kelsey in your Stratford location was very helpful and informative thank you for such good service

Évaluation :

5

I didn't really like that an image of my DL is in your database now. It is an important number to keep private.

Évaluation :

1

They did not have the keys for the cargo van I was assigned.The employee at the location could not help and said call customer service which took a half hour to get a new assigned van.I was late picking up my new couch due to it.Guarantee my butt.

Évaluation :

2

It took me an hour to pick up my rental setting me back on my move out. The system wasn't working at the store, my and the app and website wouldn't let me check in to pick up my rental. Then I call to get help and it takes me 30 minutes to get over to someone. Just very frustrating on an already stressful day. Then all I am offered for my time is a $20 gift card off my next rental. Definitely lacklustre customer service to say the least.

Évaluation :

5

The staff were very polite and extremely helpful.

Évaluation :

5

Change the way you do your web stuff because it told me one price would be paying up front and then charged more when picked up truck. Also didn't say anything about a credit card for a cargo van until went to pick it up. So had to rent something more expensive because didn't have credit card just a debit visa which I think is better then a credit card

Évaluation :

5

The staff were friendly and efficient. We reserved a dolly but they had none. That was extremely disappointing!

Évaluation :

5

staff were courteus and informed, only thing I would suggest is that when using a vehicle from the U.S. if you are renting it in Canada to explain that charges are calculated in miles, not kilometers. This would avoid confusion about costs.

Évaluation :

1

It was a really bad experience. Truck wasn't available at the place it was guaranteed to be at so I had to go to another location. That location was under construction and hard to get vehicle access, which then took me 30 minutes to get the app loaded. Truck was on empty. I then got charged $950+ for a 95 mile trip. Which I was somewhat refunded for but I'm still overpaying for the trip which I'm still dealing with....so yes its been a terrible experience. Mark

Évaluation :

1

Better customer service, lady at the desk was rude and not welcoming, then her reservation system wasn't working at that location. Lost some precious time having to call the call centre to figure out the matter. Then the tow ball wasn't the right size to tow my trailer and I had to bring the truck back and returned within the hour. Every light was on the dashboard of this truck and it's scary to even drive it.

Évaluation :

5

Have one way rental!

Évaluation :

5

I have rented from this location many times. The ladies at this location are wonderful. Very helpful, very professional, friendly.. That's the main reason I use this location As far as the shape of the trucks, that's a gamble. I don't blame the ladies for that because i'm not sure it's their fault.. I'm not sure where the responsibility lies as these trucks are run all over Canada and the States.. On this occasion the truck was filthy on the inside but fine on the outside. The back was fine, no issues.. The driver door had to be slammed shut in order to latch properly.. The truck was in need of some TLC.. It ran fine and did the job just fine so all good there..

Évaluation :

5

The manager at this location is great to deal with.

Évaluation :

5

KEEP UP THE GOOD WORK AND SERVICE

Évaluation :

5

Quick check in - correct and clean vehicle - friendly staff.... always a good experience at this location.

Évaluation :

3

Had booked a 26 ft weeks ago, 3 days before I'm to pick up I'm told truck was unavailable. I could only have a 15 ft. I had 20 ft long material in my storage area that needed to go to new shop, couldn't move it with this truck, will now have to get another truck or trailer to move it safely. They wasted alot of time. They offered another 26ft but it was over an hr away. So it would have been 2 hrs wasted just in travel time plus paying a crew to work overtime to get the job done.

Évaluation :

3

The poor girl at the rental, your system is not user friendly it took her a long time to get everything processed. The truck is not fuel efficient ,I went 13miles and had to put $15 in for gas, then $19,95 turned into $45 for 13 miles. A little gouging don't you think.

Évaluation :

5

Worker at the Esso station was incredible. She has to continue to multi task as people would also be coming in for gas payment or to buy cigarettes or food. She was one of the most efficient workers I have ever encountered, yet always polite and smiling with no matter what was being thrown her way.

Évaluation :

5

Equipment was ready to go. Very efficient & friendly staff.

Évaluation :

3

The electronic system you have in place for customers to use when they pick up a vehicle is TERRIBLE AND DOESN'T WORK! I tried 2 phones to get my driver's license scanned and neither worked. The staff had to use their phones. It's a joke, hire some real software designers and while you're at it consider those who don't have a smart phone.

Évaluation :

1

Fridge cart was not available at pickup. Per our agreement. Other then that it was a good experience!

Évaluation :

3

The ABS light came on instantly after driving away, I was also charged for the $15 coverage which I opted out of and didn't realize until I was emailed the receipt. Poor customer service at this location, very unsatisfied.

Évaluation :

4

Have additional staff on duty to assist with rental check-in and returns. The one staff member on duty had to go back and forth with serving me and walk in customers.

Évaluation :

1

I have rented UHaul many times in the past and have always had exceptional service. The service by Uhaul was exceptional. However, this specific location was very disappointing. The attendant was very rude, angry, disrespectful and dishonest when I went to pick up the truck. He complained about having to take Uhaul orders and was very disrespectful to me as a customer and to Uhaul as a company. I will recommend Uhaul to friends but would never recommend this specific location as my experience was very uncomfortable.

Évaluation :

3

Charged me for Safe Coverage which I had declines when I booked it.

Évaluation :

1

I booked my reservation at my local UHaul provider, they took my booking and when I received a confirmation I was informed I had to pick up my Uhaul IN A COMPLETELY DIFFERENT CITY!!!! NO ONE EXPLAINED TO ME WHEN I MADE MY BOOKING THAT I WOULD HAVE TO DRIVE TO ANOTHER CITY TO PICK UP MY RENTAL! THAT IS THE WORST CUSTOMERS SERVICE I HAVE EXPERIENCED IN YEARS AND I SELL/SERVICE THE RETAIL INDUSTY! I WILL NOT RECOMMEND UHAUL TO ANYONE. I SUGGEST WHEN YOU ALLOW A BUSINESS TO ACT A UHAUL AUTHORIZED DEALER THAT THEY HAVE THE RENTALS ON HAND TO PICK UP WHEN THEY PLACE THE ORDER

Évaluation :

1

I attempted to confirm the order by phone the day prior to the scheduled pick-up, but the advertised number was not attended nor was the voice mail set up on that number. The equipment we reserved was not at the site. We requested to revise the order to what was available. The attendant fumbled about attempting to revise the order. That took 1/2 hour. My personal information (Driver's License and Credit Card) was entered into both the U-haul order entry as well as into the attendant's personal cell phone. The truck was not clean. I had to clean it prior to loading my belongings. I returned the vehicle completely swept and clean.