Customer Care at Discount Car and Truck Rentals

The good: One of the few locations in Toronto open on a Sunday. The moving truck worked as advertised. The persons I dealt with in person were generally cordial. The driver assisted me in navigating the van out of the parking lot. The unpleasant: When making a reservation, the person I spoke to on the phone assured me I was able to do a same-day night drop off. This was important because it means I would not be in a rush, and I could leave Toronto on Sunday night, which was my plan. I could make my own schedule. When I arrived at the pick up location, there were clear signs saying "NO NIGHT DROP OFF". By the time I had arrived for my reservation (11am), it was too late in the day to find a rental van from another company, so I was stuck with Discount. I asked the person if I could do a night drop off at another location. She said yes but it would be "at least $50." She did not give me any other information, like the nearest location or exact cost of a drop off elsewhere. I was given the impression it would be an inconvenience for her to find that info for me. The interior of the van had not been cleaned. There was more dirt than I would find acceptable. During the move, we called Discount on the phone to find some information on where we could do a night drop off, even if it cost extra. The person on the phone now said the van must be returned to the store it was rented from, and only during open hours. This meant I would have to stay an extra night in Toronto and process the van on Monday morning. I work out of town, and had to miss a significant amount of time just to deal with this. Because of the conflicting information I recieved from three seperate Discount employees, I was not able to use the van for my intended purpose. I lost the mileage discount available on a same-day return (approx. $42), I have to now rent another van to finish moving ($xx) and I lost more than a half day's work ($xxx) because I was now stuck in Toronto on Monday morning to return the van. Discount's disorganization and misinformation has cost me hundreds of dollars, on top of the cost of the rental vehicle.

Waiting time in this branch is Killing me, there are always 4 or 5 people in the line and your staff need around 15 minutes to take care of each customer, you should have separate people to check in the customer and another one for inspecting the car and ..

Over all great, however in one rental they charged extra post key return with out my consultation and says due to less charge we are charging now. So for only once disappointed.

The inside of our truck was extremely dirty and muddy. Had to convince them to clean it. He wasn't happy about it.

I've reserved a 7-seater mini-van, and upon pick up, I was told that they dont have any mini-vans, but I was given a Yukon instead. I wish they would've told me that no mini-vans were available prior to my pick up or even booking.