I went to visit Toronto for a week during Christmas a few months ago. I had planned ahead very well and purchased my car rental from Universal Rent a Car through carrentals.com. I would not recommend using carrentals.com either. I was quoted a very good price online, something like 11 dollars per day and I purchased insurance already online through carrentals.com also. The website really made it seem that universal was located at the airport, but I couldn't find it and to my surprise it was located about 20 or more minutes away in Missasauga at the Stage West Hotel. I had to wait almost 45 minutes outside in the cold snow for the driver to pick me up and the van he was using looked a bit scary. It did not have any logo on it and I am a woman alone. The driver was inappropiate telling me of his excapades with girls and bragging bout how many women come on to him. Once we arrived at this dinky hotel the guy at the counter was abrasive and talking super fast and didnt even make eye contact and he was screaming at other customers on the phone. I thought that I had already paid for everything possible but they told me that they needed to hold 500 dollars on my credit card which I gave them but i didt really have that money to let them hold on to. Then they said I needed to pay these crazy fees for insurance which came out to close to 200 dollars for the week. They told me that I had only paid for comprehensive not liability online. I was peeved at this point but I understood. then they told me that I had booked the rental for 12:00 noon but I came at 2:00. They charged me some crazy fees for being 2 hours late. I didnt book the car for 12. They told me that the car I rented was gone so I need to pay for a larger one also. They ran and re-ran my debit card so many times that my bank locked it becasue I am in a foreign country and they rudely told me that I was out of money, which I was not. This whole ordeal was costing me almost 1000 to rent a car for 5 stinkin days. I was basically stranded and was afraid of what to do Christmas week so I went along with it and did not complain but I was giving them evil looks. Finally when he goes to give me my huge full size car which I really didnt want because I'm not familiar with driving in snow it had beer cans in it, snow in it and he pops the hood and starts mantaining it right there in front of me. It has half a tank of gas and he tells me to just keep my eye on it and return it with that same exact amount and I wont get charged. I felt like crying cause I felt used. Then when get in the car I discover that the driver has left to pick up more victims from the airport with all my luggage still in his van. I waited well over 40 minutes for my stuff to return and in that time I heard the manager yelling at at least 3 more customers. He actually yelled at them mostly bout charges. I was afraid at getting even more victimized so I decided to cancel as soon as my luggage returned and after alot of rudeness I was able to cancel but had to pay about 175 CAN. The guy started yelling at the driver about my case and they mostly ignored me and I was left to fend for myself very far from downtown Toronto where I was staying. The cab ride was 65 CAN, and with my credit card having so many transactions I could not spend anymore money that day. Stay far away from these guys. While I was at the Stage West hotel trying to make arrangments for my ride I was told that my story is very common with those guys. I delt with 2 younger Indian guys and the business is family and friend owned so no complaint matters.

Universal Rent-A-Car
5400 Dixie Road
Mississauga

I made this car rental reservation through www.carrental.com. The reservation was through 'Universal Rent-A-Car'.

This company has absolutely horrendous customer service. The people working at this establishment exhibit no professional behavior.
First, I was left standing in the cold when I reached the Toronto airport because of their lack of directions. Then the person picking me up blamed me for my in competence in following directions.
Second, the person refused to show me my option of cars, and threatened me if I did not like the car he was offering, I could cancel the reservation and pay the one day charge which was a part of the reservation.
Third, I got a flat tire on the second day of the rental, which resulted in me changing the tire and paying for the $200 tire as well, because the owner of this rental company claimed that it was my responsibility and probably my fault.

I have never had such an awful customer service experience. I am very surprised to see this establishment still in business, especially since there are a lot of online complaints this company for matters ranging from fraudulent charges to unacceptable service. I would have pursued litigation against them if I lived in Toronto.

I am a retired person living on Canadian Security payments. I am at a loss to know whom I should turn to when I am cheated by this Car rental company. If you are unable to resolve this please advise as to where I should turn for help. I give my story below.

Rental Agreement C. with Universal Rent A Car.

Arranged by CarRentals.com.

On the morning of 18th February I rented a car through Carrentals.com website to go to the airport that evening. The car was picked up from Universal Rent A Car, situated on 5400 Dixie Road, Mississauga. The agreement was that on return we would be dropped off at the airport. I, my spouse and another couple used it for the transport to the airport in the evening. As we had to report at the airport at 4.30pm, I arrived with another passenger at 5400 Dixie Road at about 4.30pm to return the car. We stayed there for a long time to be attended to. However the person in charge was on the phone for nearly half an hour. Saying that we will be late to the airport, one of the junior officers came over to clear our vehicle. He, along with both of us went around the vehicle and did a vehicle check up. Then he checked inside of the vehicle and the odeometer. Then he asked both of us to hop in and that he would drop us off at the airport. At that time we asked for a receipt for the vehicle return. He said that his boss was busy on the phone and it was getting delayed to go to the airport. He said that it would be sent in the mail. I trusted his words and left for the airport to fly out of Canada.

We returned to Toronto late on the 26th evening. On checking the messages on the answering machine the following day I found a message from Universal Rent A Car. It was to say that there was a damage on the windshield and that the cost of the repairs would be recovered from the Visa Card. I wish to state that there were no windshield damages on the car when I returned it, or was any pointed out to me at that time. The rental company now maintains that there was a windshield damage on the car and that this was pointed out. However, I still maintain that there were no windshield damages on the car and also if it was pointed out at the time of taking delivery why should he leave a message later on on my answering machine.

I also took this up with Carrentals.com and it merely forwarded my email to Universal Rent A Car and replied to await for a reply from Universal Rent A Car. The rental charges for the day was only $25.71cts, but the rental company had charged $282.00 on the Visa Card. I give my 'phone no. in case you wish to contact. It is. I also give the 'phone no. of Universal Rent A Car and it is.

Thanking You,
N.Sivarama.