Universal Truck Rental Has Poor Customer Service
Moving Truck Rental
KITCHENER -- My first impressions of this company were great! I had excellent customer service and felt that I had received a good deal. I was looking for a one way truck from Halifax to Toronto and it seemed like I would be saving a lot of money.
I then received an email saying that I had been "upgraded" to the larger truck for free. I told them that I did not feel comfortable driving a larger vehicle and they told me that I would "have to wait" for them to hear from another customer before telling me if the smaller truck (that I CONFIRMED the reservation for) was still available. It ended up working out that I got the smaller truck.
When I arrived to pick up the rental truck at Maritime Fleet Centre (they use another company's parking lot) in Dartmouth, the staff said I was "lucky" because they are "normally already closed by 4:30pm on Fridays." My scheduled pick up time was 4:30pm. They also informed me that they were not surprised by the fact that Universal Truck Rental company would have made an appointment during closed hours. Needless to say, this was not a good start to what I thought would be a simple/easy process.
The gas tank was not full when I picked the truck up and the driver's cabin was dirty. There was garbage left behind by the last driver. There was a chocolate milk bottle, a muffin wrapper and crumbs everywhere, an empty pop bottle and used napkins. The washer fluid was also completely empty.
The visor on the driver's side of the truck was broken and borderline dangerous. The clip is broken off. It sagged down into the driver's line of sight. This vehicle is not safe for anyone to be driving.
Also, I was charged $60 for "not filling the tank fully". I was then told that there would be an admin fee to see a scanned copy of the receipt showing that they added gas to the tank. Prior to dropping the truck off, I filled the tank to the point where gas spit out at me and onto the side of the truck. They do not do the inspection while you are there-- take a photo of the dash before you leave the truck with them. The mileage on these trucks are horrible. It cost me $600 in gas for 1840 kms.
Lastly, I am very disappointed with the customer service overall. I asked Shauna for a senior manager's name/contact information and was denied because she could " not give out that information." I called the Mississauga office and they provided me with Steve Baty's name and number, no problem or questions asked.
Needless to say, this was a horrible experience. I would pay the extra cash and go with a company that doesn't have an average rating of 1 star... You get what you pay for!