What a HORRIBLE experience. My husband rented a trailer, he was told he could drop off after hours as long as it was within the 24 hours. No one indicated an additional charge as it would have been dropped off well BEFORE the 24 HOUR limit. Only to end up charging him an additional $20. When he called to ask why he was charged and what could be done the STORE MANAGER, nothing will be done you won't get the money back, and ignorantly kept stating that it was in the contract for after hour drop offs that aren't checked in and left IN THE DROP OFF AREA. My husband runs a business and rents from them multiple times in a year. After arguing with my husband, raising her voice, over speaking and cutting my husband off during the call, she replied with i'm not going to play this he said she said or what was or wasn't said, I know my staff didn't mess up so NO you will not get the refund. Read your contract. Well did you read your contract? you must not have read the contract. you can check it in person the next time you rent from us, my husband replied well I won't be renting with you again, she replied well, good. My husband then asked if she actually thought speaking to customers in that manner and tone was acceptable especially for a manager, she replied umm yep I do. The tone of voice, ignorance, lack of customer service or respect was despicable. I'm SO glad these calls are recorded and once we get ahold of a regional manager, we will have the call pulled. I cannot fathom a manager training others with this kind of customer service and having that be the temperament of a location. I am BAFFLED this lady even has a job, by far the absolute most horrific experience. Why would any company have a drop off area and then fraudulently charge customers more money for using the drop off.

The manager and customer service here is terrible. We reserved a 20ft truck a month in advance. 2 hours before picking up the truck, we received a call that they did not have that size available. We explained we have movers and elevators booked, so the pick up time for the truck was very important. They gave us 2 15ft trucks instead. I was fine with this however they expect us to pay double the price for gas and km even though they are the ones who couldn’t provide us the truck we reserved in the first place. We picked up the trucks and there was broken glass in it and one truck didn’t have a key to lock the back. When I brought this to their attention they said it had to be us because the people before us did not report broken glass. As well, that not all the trucks have locks, it’s the luck of the draw if you get one. The manager was VERY unprofessional and provided no customer service. The whole conversation she seemed uninterested and used a condescending voice. I’m shocked she is the manager. I highly recommend you do not use this location. UPDATE: Corporate office is fantastic! I made a complaint about the service received and being over charged. They provided stellar customer service and is happily willing to correct the bill. They are also taking my complaint about the terrible management of that location seriously.

An okay experience. The issue I had was I needed a rental early in the morning so i scheduled pick up for 7 am. I even entered the online check in information to expedite the process. I was there five minutes before opening but the employee didn't show up until about 7.35. Not a huge deal, but there should be better responsibility on the behalf of the employee. Also I am prompted to give the rating I did because I had a few concerns and questions in regards to billings and it seemed the employee was getting very frustrated and annoyed by the fact I was asking. I got the feeling he wanted me to shut up pay and go... work is needed in the customer service department. There was also an older gentleman working there who seemed to be just a worker (where I got the feeling the person I dealt primarily with was maybe management)? Anyways the older man was far more polite and helpful. I was also like to mention that the older worker was there on time but had to sit in his car and wait for the other employee who had the keys to let him in. Up until that point I assumed he was a customer too waiting. Aside from this, equipment was in very good shape. Clean and mechanically sound. Things like tire pressure were up kept as well. No issue with their equipment.

I would never recommend anyone to go to this U-Haul location and 2827 Eglinton Ave E. I booked a 15foot truck got the confirmation and the day of my move, they called me and stated that they don’t have any truck for me because the Person that booked the truck was supposed to tell me that they don’t have the truck that it was already rented out. I think that they rented out the truck that morning and didn’t realize that the truck was already booked. Then they told me that they will cancel a 10foot truck from someone else to give me and I said that’s not fair. So they told me that there is another location I can get a truck from and to get there for exactly 9am. Now I went to the other location at 2827 Eglinton Ave E and was there for 9am and the store is still closed. I called the number on the door and the person that picked up the phone told me that the guy is in the bus, who is supposed to open the store and To wait for 15 minutes. I waited and no one showed up, I called customer service and they told me that the owner of the store is coming if I can wait 10min. I wanted 15 minutes already now another 10minutes.

Sometimes you just need to speak up. Yesterday I got it in my head that I needed a hitch so I called the 800 number for U-Haul. I didn't catch her name but she spent all the time with me I needed and made me an appointment with a quote. She told me that the quote is the most I will need to spend so there would be no surprises. The appointment was for the very next day. This morning I was running late and worried that I was going to miss my time slot so I called the location and got Victoria. Professional and sweet all the way, telling me it was fine and I even had to call twice because of traffic and got the same response each time. She was absolutely lovely. When I got there they handed me to Justice who looked everything over, told me what to expect and completed the job in record time for less than the quote, a lot less. I couldn't be happier with this group of professional people. If only everything turned out just like this.... thank you so much guys

Let me tell you, the staff at the Kingston Road went above and beyond to help. I have a new truck with factory wire harness but never used it before until now. On arrival, we could not get the trailer lights to work. The problem was with my truck, no power, they had the tools to test. The staff Googled the factory harness location, disassembled the lower rear cover and discovered the dealer did not plug in one of the harness connectors. He plugged it in, reassembled, had power and saved my day. Needless to say I was happy to buy the place a round of coffee's. Great service, thank-you. To the other review that found the "lady" unprofessional. These people work hard in a regular job staring at 7:00am on a Saturday. The guy that fixed my problem had green dyed hair! At first I was like whoa, but sure enough, they know what they are doing, very nice. Could have had a beer with the guy. Never judge a book by the cover.

This location and staff were helpful and lovely getting my auto transport attached. Not the locations fault the company is terrible. Don't rent with U haul! They called the day before my move with no available trucks (reserved 2 weeks in advance) and changed my one way trip to a return trip removing my auto transport to a new location without my consent and only acknowledged when I called in and had screenshots of my previous arrangement. After spending 2 hour on the phone, ended up driving over an hour away in peak dt traffic to pick up a much larger truck which they forgot to add furniture pads to but charged me anyways with a half a tank of gas. Most staff are great, the company is terrible I will not rent through U haul again and will be warning all my coworkers of my experience as they are also moving soon to return to the office.

I ordered everything online, paid online, all good. Received confirmation email, and a follow-up telephone call from a very polite staff member. There was a slight delay, for delivery of parts, which can be expected. They called me in advance to let me know, and setup the new date. No problem, very polite. Vehicle drop-off was easy, very polite and friendly staff. Pick-up was easy, and they did a fantastic job. The hitch looks amazing, and I would highly recommend this place to others. We are very happy we chose this place. I love my car, and I want it to be functional and look good...they made it look awesome, exactly what I was looking for.

Do not rent from this location. They are horrible customer service they do not no how to communicate with there customers. Rent from a alternative location if u don't want the stress while working or moving. I am a frequent renter and this was my final last draw with this location. Besides that they never have the correct gas listed and they constantly call you and expect you to answer every call while driving ( common sense u legally can't answer while operating a vehicle in canada) if u miss a single call they leave bad remarks on your file. Horrible bunch of kids working there that are power tripping with adults.

I always have the most amazing experience with this Uhual location. Everytime I go there I get the most amazing service, even when they are busy! The employees are always there to help answer any of my questions when I go in or call! They made moving family from Kingston to Toronto super easy. The manager was very accommodating when we were looking for the right truck to rent and professional! He should definitely be promoted! I would 10/10 recommend going here for any moving or storage needs. It is definitely one of the best Uhuals i have been to and will be back again. Great job guys!

If you book anything with this location, double and triple check the quotation sheet that they give you, even if you specifically give them an exact date and talk about it for some time. If you don't, they will likely waste your time because they couldn't click the right date. Unbelievable to take a half day off only for them to tell me that they booked it for the following week. Nice, U-Haul, thanks for nothing. Now you've lost all my business for my imminent move and I'll find someone else who will install my trailer hitch.

It is wonderful service that can used for shifting heavy items or shifting apartments or so. It felt so convenient service at an affordable charge. The only problem was that the fuel type of the vehicle is not mentioned anywhere or I couldn’t find it for refuelling the vehicle. And getting connected with Uhaul felt very hard to solve such a simple query. Putting up sticker in the petrol cap could solve this problem and help customers. Overall, my experience was great with Uhaul and thank you for providing such good service.

I am very impressed with the service. To make a long story short, I had made an appointment at a U-Haul and the appointment was rescheduled without letting me know and they weren't planning to have the part I needed for when it was rescheduled for (there seems to be good reason that most U-Hauls have awful reviews). At this U-Haul, Justin went out of his way to get a part and give me an installation date soon after receiving it. He also made sure to be in touch with me to let me know the status while I was waiting.

We booked a truck weeks beforehand and when we showed up the truck wasnt there. The guys behind the counter tried to help out as much as they could but rhe problem ultimately came down to the tight booking schedules and leaving no margin for error or anyone running late. Then we were informed that typically they wait until the customer is atleast 1 hour laye before attempting to make contact to figure out whats going on. The customer service was decent but overall not a very pleasant or professional experience

Started out at the Twin Rivers location as it was closer to home. Reseverd my trailer there first but arrived to find out it wasn't there. Not even a sorry but instead you go figure it out yourself. Spoke with customer service on the phone who directed my to the Kingston Rd location. The two csr's at the location were amazing, they were the only two to even mention the $50.00 reservation gaurantee. They were helpful, polite and accommadating. This will be my go to location.

Booked a trailer two weeks in advance by calling the location directly. Three days before my move, used "express check-in" to further confirm the order. 30 minutes after that, call center called and said trailer was not available, it was booked by someone else. This has happened to me before. Do not believe that because you "reserve" something it will be available when you show up. And their "$50 guarantee" on reservations. They don't honour it. Bad service.

Great location it's been here for quite some time. All of the vehicles that we have had from them have been in good working order and condition. When I was there today all three of the staff members were all very polite and helpful. The details and agreements were explained to me and my pickup of the rental truck went very smoothly. Thank you to all the staff there and I will definitely be making use of your services again.

I was totally dissatisfied the way the total process went. The person (a lady, who is some manager) who I talked to over a phone was simply rude. She has zero customer service, she told me that if you don't want to drop off at the same location, just cancel it. People in the store were very polite and provided very good customer service but at the end of the day, I had to pay more than what was promised.

The girl at the location was very friendly even though she was overwhelmed by the long lineup, because she was training someone at the same time. It was the same thing when I went to drop off the key. The guy was trying to multitask while training the same individual who was being trained in the morning. Would suggest they have 2 people working while training the 3rd person.

I had my hitch installed this morning by Adam and I can’t say enough about his work ethic and professionalism! He went above and beyond and excelled all expectations! In addition, Victoria and Charlize were very welcoming and provided excellent customer service. I would highly recommend U-Haul Kingston Road for all your needs!

I actually had such a great experience with the staff here. Staff were courteous and everything went smoothly! Only problem was my hitch I needed wasn't available so I had to wait a week, but the promised they would call me as soon as they received it and they did just that. Installed the same day of the call!

We had read so many good reviews about their customer service and were not the least bit disappointed. They went above and beyond to install a hitch on our van. It was a little out of the way for us but we will certainly make the trip again should we need their services. This U-Haul store was exceptional!

These guys are life savers. I really needed to move some stuff at the last minute and they were really hear for me. They have a great location. I got a great van quickly for a great price and they were really nice to do business with as well. I recommend this location if you require moving services.

Told 4 to 7 pm pick up time. Booking was cancelled due to 2 hour minimum when arriving at 605pm. 20foot no longer available took 15 foot. Next day was told another family needs truck and they can't take a 5 foot difference. Don't care about extra charges service sucked.

Yesterday I attended this location regarding some warranty work on my vehicle. The staff went beyond standards by tackling what turned out to be a challenge. Not only persevered but ensured no future problems. Thank you for outstanding service and commitment.

Extremely friendly staff, wonderfully exceptional customer care, and service. My van was beautifully detailed, and well maintained, as far as i could tell. Ran into no problems while driving. The 26 footer handled great and it was an overall great experience.

Well.... I made a reservation for a trailer pickup first 7:30 am pickup. I got there 10 minutes early.. there was NOBODY there, doors locked. The sign on the door said open at 7 am, not that day. I stupidly waited until 8:45 then left.... oh man...

This is honestly one of the most friendly and helpful uhaul locations in the city. I rent uhaul quite a bit for business and Hailey, Victoria, and Joey have always had the best customer service. Highly recommended and thank you for all your help!

Started with one truck but quickly needed a second one. This company was quick to get us the second. We also hired the Uhaul movers and they were great. Best help we could of asked for. Now the people just need to offload in a different town.

The people we friendly. Everything was easy to do...except their app. So don't bother with that. It seems like a great idea, but it would not save the pictures to prove there was no damages to the truck. On purpose maybe?

The general manager was so calm, respectful, professional and easy to deal with. His customer service skills are through the roof and he is extremely helpful and welcoming! I recommend this location all day everyday!

Happy with my experience. Process was smooth and hassle free. My suggestion : Keep some extra van for urgent situation people those do not have reservation. You may charge extra to the client for urgent services.

We have used this U-Haul location ever since we moved here a few years ago. Always have appropriate trucks available, always fast and efficient service, always excellent customer service.

They never answer their phone. Some staff are very helpful, but there are one or two of them who have zero customer service skills. Use another location if you can.

My experience was quick and efficient. Everything I needed was in stock and available for my transport. The vehicle was clean, well maintained and ready to go.

Came to get a hitch installed. Adam and his team are super knowledgeable and helpful. Made it super easy for me. 5 stars for Adam :)

Good service. but careful about clips on dashboard.better take a photo before take out vehicle..it will good for you..

They're great, super friendly . Whatever you need, they get for ya. What more can you ask for in life, heaven?

Been going there for years, friendly service and always has what I’m looking for.

The staff needs to make sure the track are clean before they give it to customers

Locations team were excellent and made transaction super simple and easy.

Good selection, friendly staff. Prices a bit high. Good quality trucks.

Always an easy and smooth experience at this location …

I love u-haul the customer service is great. Adam is the best

The vehicle can be a bit cleaner, but the staff are great!

The entire experience was fantastic. Thank you very much.

The place is very organized. Service is very friendly.

Friendly and prompt staff support. Will come again!

Very clean and well maintain no issues at all.

Friendly Staff Great Choice of Vehicle