DO NOT rent with Universal Truck Rental
TORONTO -- I tried to rent a truck for Easter weekend 2013. It was a terrible experience. The previous renter did not leave the keys in the truck, as explained in every possible communication with the company. I arrived to pick up my truck at 9 am, and found there were no keys. This is not the company's fault, but no one at the company was working on a Saturday (somehow), so I had to call the emergency line. It took the emergency line over 2 hours to get a hold of someone to come with another set of keys, and by the time I had tracked down a Uhaul van in another city to rent. Because we were basically 3 hours behind schedule, we did not make it to the Goodwill location where we were dropping off our vanful of stuff in time, and had to call my uncle to store it at his place.
The fun really started when I contacted the company, explained what happened, and asked them to credit me a truck for a couple of hours so I could move the stuff I dropped off at my uncle's. They waived the rental fee but still charged me for kilometers and insurance. When I got the bill they had charged me an additional 75 dollars because my dad (who moved the items in the truck, since I had moved to another city)apparently had not refilled the truck (which the manager, whom he talked to when he picked up and dropped off the truck, did not explain to him).
My dad went 22 kilometers, and he says the needle hadn't even moved from when he picked it up and dropped it off. When I called to complain, reminding them that the only reason I had needed the truck the second time was because of the debacle the first time, they refused to waive either the admin fee or the fuel charge.
They were unbelievably unhelpful, and I cannot stress enough to NOT rent from this company. It was by far the worst moving experience and customer service experience I have ever had the displeasure of being a part of. DO NOT RENT FROM HERE.