Save Yourself The Hassle, Don't Book Universal Truck Rental
This company is terrible. Moving is a difficult enough experience on its own, DO NOT make your life more difficult by utilizing universal truck rental. The list of problems we had with them was long....
First off, the cargo area of the truck leaked. We drove from Calgary to Vancouver island and obviously there was some rain along the way. When we arrived, our mattress and box spring were soaked (we had to trash them and get a new one), along with some other boxes (luckily most of our stuff was in watertight bins) because the one whole side of the truck leaked. When I complained about this to Shauna in customer service and asked if they would offer any compensation for our damaged goods, she advised me it was our responsibility to insure our belongings. I understand that the company is not responsible for our goods (if they get stolen or we get in an accident, or if something falls and breaks), but this damage was directly due to their truck leaking, and they don't seem to care, I don't even think she reported the fact that the truck leaks so that the company would fix it for the next client. So be careful.
They also wouldn't let us drop the truck off on Vancouver Island, as they said they had too many trucks on the island, so we had to pay for the ferry and drive it all the way back to Vancouver after our move. They are so anal about the gas being full to the brim, that they actually advise you to keep filling after the auto shut off at the gas tank so that you can see the fuel at the base of the neck (this is actually a safety issue...those auto shut offs exist for a reason, to prevent gas spills at the pump and it is irresponsible for the company to be advising people to do that.) I wanted to fuel up as close as I could to the drop off location, so I called the location to find out the closest fuel station that could accommodate our large truck (because the nearest one could not) and they weren't even able to give that info.
The pick up location in Edmonton was very difficult to find and the map the company gave us was not accurate.
There is no one there when you pick up or drop off the truck and the keys are in it and you have to trust that someone completed a proper damage report of the truck before you take it (but they don't leave a copy for you in the truck). When we picked up our truck it was dirty, the key to the cab doors was broken (so we were never able to lock the cab of the truck which was inconvenient when we stopped for the night), and there was a good sized chip in the windshield. The chip was so obvious we were certain it would have been recorded in the inspection and thought nothing of it. (of course we had no copy of the inspection and no human contact so we had no way of knowing). But of course, a week after dropping off the truck, my deposit had not been returned and I had not been contacted by the company. It took me several days and 4 unreturned voice messages until I finally got in touch with someone who advised they were holding my deposit due to the chip in the windshield...turns out it was NOT on the inspection report!! Big surprise!
Needless to say I was frustrated at this point given we had thrown out a perfectly good bed due to their leaking truck, had spent hundreds of dollars getting the truck back over the ferry and they were now trying to hold back my money for a chip in the windshield that THEY failed to report. I told Shauna how useless their pick up/drop off and inspection process is if we don't get to see it at the time of pick up and questioned whether any of the reports (pick up or drop off) mentioned a key broken in half and in the cup holder...she advised they did not. Clearly their inspection is not quite as thorough as they claim. She basically just cut me off and told me she would close the investigation and I would get my deposit back as soon as she realized that I was going to pursue the issue further.
So I did eventually get my deposit back, but the way it was handled was questionable at best. Be very wary of dealing with this company. They don't give a damn about you or your belongings. I have dealt with U-haul several times in the past and my experiences were far superior (the only reason we didn't use U-haul was because we booked too late and they didn't have any trucks available).