Customer Reviews for Ultramar Midland
(U-Haul Neighborhood Dealer)

Évaluation :

1

Cleaning the truck - it was disgusting, making sure everything is in good working condition - the mirror moves and made the drive incredibly unsafe. Maintaining the lot so the trucks are actually accessible and ready to go. Arguing with customers that they can't have the truck they reserved because it snowed is unacceptable. Handing a shovel to someone so they can dig the truck out of 4 feet of snow is unacceptable. Charging for salt so the truck can be able to leave the lot is unacceptable. Answering the phone would also be beneficial.

Évaluation :

3

There's no U-Haul signage on the property, it's part of a Gas station business, but during a snow storm with 5' banks of snow and at night time, we could not see the other trucks at the back of the gas station. Went by a couple of time.

Évaluation :

2

Representative was also running the gas station, busy. Was not clear that we needed the odometer reading when we were first in the store. Had to wait for him to serve another customer and then he told us, we had to walk all the way out back to get a picture of it. Then the picture was in Km and the original was in miles, we had to wait again. He also questioned how much gas we put in even though we followed the gas return instructions. Would have been much easier if we had received the truck full and just filled it up. More waiting while he called the UHaul people to make sure it was ok.

Évaluation :

2

Broken wiper blade. Covered in snow, had to get brush from my car and spend about 15 minutes clearing and scraping windows. Over charged my mileage charge, as rep unable to input proper data on invoice.

Évaluation :

2

I was over charged for gas but I did not dispute it. And I was not accompanied by anyone to the vehicle to make sure I understood the app etc. And I called the location to ask a question amd no one answered. There is no way I would spend over 20 dollars in gas goijg 14 miles. I'm very upset and I will not use uhaul again . I was made to wait while he served about 15 people who came in after I did. I was left there to wait. They need more then one person working

Évaluation :

3

Poor setup No where to park truck

Évaluation :

3

No snow tires on the U-Haul truck. I barely made it out of the parking lot. It's reckless and negligent to not provide snow tires in very snowy Canadian winter areas

Évaluation :

1

First let's start off with me ordering equipment and it not being there not getting a call from uhaul to confirm reservation nor a call letting me know that the items I rented were not available the truck was dirty and fabric were tossed in the back of the truck. Customer service guy used vulgar language and not to mention gave us a truck that was literally empty and literally told me he was to busy to put gas in there. Not to mention he inputted my paying method incorrectly paid via debit and be out cash so when I dropped my truck off the poor lady was having issues refunding me my payment due to his negligence.

Évaluation :

3

Have every truck start and end with a full tank of gas. Trying to return it close to and not less than the random amount it has. The store was busy and there was only one guy working. It took 1 hr to complete the pick up

Évaluation :

4

All went well. Small confusion on price agreement but that was quickly rectified. The employee was very pleasant and helpful despite how busy she was.

Évaluation :

1

Terrible customer service and poor management! I reserved a truck well in advance for 3 PM, but when I arrived, I was told it had been rented out to someone else and wasn't back yet. The person I dealt with was incredibly rude and dismissive, telling me to call head office to find another truck at a different location. I had reserved a 15' and he was trying to offer me a 10. When I asked him to call the person who had the truck to find out when it would be back, he refused, saying I booked online and not with him. He eventually contacted them and said about 30-40 mins. Frustrated, I went home and called head office to see what could be done. They offered me a $50 credit and called the location to confirm when the truck would be back. Head office informed me it would return at 4 PM, so I asked them to have the person at the location call me when it was ready. That call never came. By 5 PM, I decided to drive back to the rental place, and there was the truck, sitting there with no notification. To make things worse, the order I placed for a dozen blankets was short-there were only 4 available-and the appliance dolly I reserved was unavailable, leaving me with just a small, regular dolly. Moving is stressful enough, but this company's incompetence made it infinitely worse. Avoid this place at all costs if you want a reliable and professional experience!

Évaluation :

3

The truck was fully covered by snow. I ordered furniture blankets, it wasn't in the truck

Évaluation :

4

Location was great. Actual uhaul reservations etc was beyond disappointing. I reserved a month ago. For 8am. We did not get til almost 4pm that day and had to move in the dark all night with children to be able to finish on time. Highly disappointed

Évaluation :

5

Working just great at this location.

Évaluation :

3

I would rate high but i asked for a bigger truck and uhaul said they only have small truck when i got there there were like 4 bigger trucks so i had to make more trips back and forth but anyway biggest problem was there was no dolly in truck and they charged me for dolly

Évaluation :

1

I ordered a 15 foot truck and got a 10 foot truck! Overall not a good place or experience! Would not recommend

Évaluation :

5

Thank you for helping us make our trip from Ontario to BC amazing. The truck and vehicle trailer was incredible and had no issues. The service putting this in place was outstanding and so helpful.

Évaluation :

1

Baffled by the bill

Évaluation :

4

Check-in process was slow - but staff were very friendly and the equipment was exactly why I needed.

Évaluation :

4

The lights were not working (right turn signal) store operator cut & taped the wires together and it worked for me. The trailer worked as expected & we'll be renting again as we're renovating the cottage and materials are too large for the pick up truck.

Évaluation :

5

Excellent service…worked very hard to accommodate my needs, pleasant!

Évaluation :

1

I booked my reservation online which claimed to be a "guaranteed reservation". When I attended the location to get the U-Haul, I was advised they did not have a truck for me. I originally booked a 15 foot truck because of the nature of what I was moving. The person at the desk seemed very frustrated as he said that this happens all the time. There happened to be a 10 foot truck available, so I booked that. This resulted in 2 extra moves with the truck, which was super frustrating. I contacted customer support because when I booked the truck, it said it was guaranteed or they would refund $50.00. That is currently in the works, but there was no consideration for the fact that I had to pay for 3 extra hours with my movers and extra gas and mileage due to the extra trips. So at the end of the day, this truck cost WAY more than it would have, if I had the original 15 foot truck. I asked the customer service representative to cover the cost of the move and they declined. Unfortunately, this is widely known with U-Haul and why many people are switching to private moving companies rather than risking not having a truck for their move. U-Haul you need to do better.

Évaluation :

3

I have been overcharged for use. I rented furniture pads and a utility dolly and neither came with the rental. I was charged for them anyways. I was also overcharged by 50 miles, despite my communication with U-Haul to rectify this on my payment.

Évaluation :

3

Had ordered a U-Haul in Orillia 10 ft got a call that there wasn’t one send me to Midland my gas hour drive and gave me a 15 ft truck which I didn’t need that big and it was dirty inside from previous rental cost me more money and time not happy with the overall situation since May I have rented 5 U hauls lack of customer service through out this company

Évaluation :

5

Operator was very quick despite serving other customers for their store. Great time

Évaluation :

1

extra fees at delivery

Évaluation :

1

Horrible customer service at this location. I will not be using it again.

Évaluation :

5

The inside of the truck was very dirty with saw dust and dirt

Évaluation :

1

The overall U-Haul experience was absolutely terrible. My guaranteed reservation did not have the equipment available at our pick up location . Spent an hour on the phone then had to drive an hour each way to get the equipment . Put us behind schedule 3 hours on moving day … very stressful and inconvenient. Added unexpected costs with fuel to pick up equipment . Will never use U-Haul again . Absolutely brutal !

Évaluation :

3

When I reserved, they phoned to delay my pickup by 1,5 hours. I phoned on pickup day to see if I could get it even a little early. No answer. No callback Moved first load by pickup truck instead. Pick up 1,5 hour late. Was told trailer was there all morning and I could have picked it up but would now have to bring it back 4 hours early (not get 24 hours even from original pickup time) as they had booked it for somebody else. Not very impressive

Évaluation :

2

My pick up location got changed and I had to drive an hour and a half to pick it up instead of 25 min.

Évaluation :

4

A jack to lift the tongue off the hitch should have been provided for the young lad who disconnected.

Évaluation :

5

Not a thing. The whole process was seamless and easy to do.great experience

Évaluation :

2

No assistance provided to disconnect trailer

Évaluation :

4

All good!

Évaluation :

5

Your reservation guaranteed is a bad joke. I wish you were more truthful about if vehicles are available instead of letting people scurry around at the last minute to get the type of vehicle asked for during the reservation. The gas station were I picked up my rentals his a great place with super nice people. Your inner office employees are scripted and extremely unhelpful with helping customers out. I hope I never have to use U-Haul again.

Évaluation :

5

Have the truck that was ordered. Ordering a 26ft truck and getting a 15ft & trailer is not the same. Had to do multiple trips. If it's booked almost a month previous it should be available, not not a call more than 24hrs notice would be nice

Évaluation :

1

The price for one way travel was double the price for the same unit going to the same locations in opposite direction. Was not impressed

Évaluation :

1

The truck you gave me initially was out of its inspection date and never should have been given to me

Évaluation :

5

Excellent service!

Évaluation :

2

The check engine light was on when I picked up truck. The attendant gave me the U Haul number and said call them if you break down. She checked the oil and said it was fine. The bed of the truck was filthy and had to be swept out prior to loading items.

Évaluation :

5

Truck was not full of fuel when we picked it up but clerk took a pic so we didn’t have to return it full.

Évaluation :

1

The guy that helped me was very rude. I tried to explain the tires where almost bald. I was pulled over by OPP. This location for haul rentals unfortunately does mot take care of equipment or have good customer service. Avoid this location

Évaluation :

5

The man we dealt with at the location was amazing. However, I will never go with U-Haul again due to never knowing where the truck will be located. Moving is stressful enough without having to worry about driving to another town. The "I don't give a …. " attitude from the caller from U-Haul is horrible.

Évaluation :

1

Reserved thr truck 2-3 months before my move in Brampton. The Truck was not available. In fact the only available truck was a 3 hour drive north which I had to do in order to move. Which also meant a 4 hour drive back and my 1st 1/2 tank of gas wasted. Not only wad it 3 miles north, the truck was not cleaned. There was garbage in tha back which I had to spend w0 minutes there cleaning myself. Why? Because the "Helper" was in the uhaul office l. Smoking Crack. Finally when he came out to assist ( pipe in hand) he sae me sweeping and abruptly walked away. Then on top of all that. Our truck leaked during a bit of rainy weather on our journey and soaked our year old mattress which at this point we are unsure if any damage will be permanent. I have used Uhaul for 3 moves before, withiut issue. but this time....it wasn't just a simple error it was a comedy of them, to the degree that I mostly likely never trust Uhaul enough to ise them again.

Évaluation :

3

The drop-off location was very convenient to our final destination, which was very helpful. This was a gas station and the person working wasn't interested in my return nor did he offer to help me park the trailer in the assigned tight spot or disconnect the trailer from our truck. He did loan me a pair of pliers. This Ultramar gas station did has decent supply of trucks and trailers, so probably a reasonable rental location if in the area.

Évaluation :

1

The equipment is great, no issue; the host/owner/serve-man… whatever hie is… needs to get some basic manner in check !!!

Évaluation :

5

Very helpful and on top of it.

Évaluation :

3

Rented the trailer but wasn’t given connection for light they didn’t disclose it till you sign that it’s purchase only and it’s to short for the length needed had to drive from location to my home to get an extension they didn’t care about it

Évaluation :

4

Maybe find a way to reduce the weight of the trailer. A trailer this size should be lighter.

Évaluation :

2

The person in the store was very rude

Évaluation :

5

employee each day was excellent. nice new ck\lean vehicle

Évaluation :

4

The parking lot was very muddy but the store was clean and the young man was very helpful so overall a great experience.

Évaluation :

3

Move location or ensure an agent dedicated to your business, not operating a busy Convenience/ Gas Bar

Évaluation :

5

Great service & Price