Customer Reviews for U-Haul Moving & Storage of Ottawa

Évaluation :

3

More confirmation from u haul towing as addresses were wrong and we waited 6 hours for help

Évaluation :

5

Good service

Évaluation :

1

For the second time I went to pick up a hitch, the hitch was ordered three weeks ago. The first time was the wrong hitch, we reordered, it was no big deal, the gentleman at the counter was super helpful. Today I go back for the one that was ordered, I asked to look at it first and I was told I needed to pay before opening the taped up and damaged box. I did and when we opened it, the wrong hitch was in the box. I got my refund and a lot of attitude from the person at the desk. After dealing with him, I did not want to wait around and reorder, this is beyond frustrating and the customer service was absolutely awful.

Évaluation :

2

Lots of damage to trailer. 1/2 trailer lights didnt work. Trailer itself full of mud on the outside. Staff didnt not help with the un hitching

Évaluation :

5

It would be easier to estimate fuel consumption if the vehicle was full of fuel on pick up.

Évaluation :

3

Our U-Haul was stolen with all our very sentimental and expensive belongings and we were very surprised that 2024 a U-Haul rental does not have a GPS and this has put our family in a very depressing and untrusting state of mind especially from a business as well established as U-Haul... Hopefully can be corrected in some sort of miraculous way... 

Évaluation :

2

The customer service was very passive, and self service style. The truck was not as clean as I would have expected, having a fair bit of dust and sediment in the back and the cab was full of dog hair from a long haired white dog and smelled of cigarette smoke. Even after I cleaned the cab after my use there was still a lot of dog hair that persisted.

Évaluation :

5

Nothing. Everything was very smooth. Professional service and high quality equipment. Thank you sincerely!

Évaluation :

5

Staff were great, thx

Évaluation :

4

Very helpful service , quick, incident free drop-off

Évaluation :

4

Give back the difference between the amount paid and the real amount to be paid I was charged with 81 $ knowing instead of 69$.

Évaluation :

5

Better Instructions on what to do with dropped off dolly.

Évaluation :

1

Equipment I booked was unavailable. Had to take a smaller truck. Took more trips and cost me $200 more. Want a refund for the daily booking fees

Évaluation :

3

it's just that sometimes we would have prefered to use the storage after 7 PM! but overall really good thank you

Évaluation :

4

Personnel were efficient and professional.

Évaluation :

3

The vehicle was a US truck, the kms on the odometer were very hard to read and maintain a proper speed. I'm not used to miles and found that difficult…. The transmission was also very rough and very slow to move into 2nd and 3rd gear..

Évaluation :

1

The wait was way too long to get served

Évaluation :

2

The personnel that directed our truck to the drop off lane was rude, getting annoyed at us for driving into the wrong lane by accident. The other attendant that processed our charges was fine, but charged us for gas despite us bringing the vehicle back at the same level of gas we received it at.

Évaluation :

5

Experience was easy.

Évaluation :

4

No issues with the drop off

Évaluation :

5

Nothing particularly

Évaluation :

2

More expensive then was advertised... guy just closed my bill at $265 without telling me where all the extra costs came from and charged my credit card without my consent then dismissed me and walked away. Very unprofessional. Will be using home depot next time.

Évaluation :

5

The service from John who has booked the installation and the mechanic Harpinder Brar who has done the job have both exceed our expectations. They were both extremely polite, helpful, knowledgeable and convivial. Fabulous service !!!

Évaluation :

4

The truck was covered in dry mud and dust. The interior was clean.

Évaluation :

5

gold star management, helpful and professional staff thank you UHaul

Évaluation :

3

I rented a 10 foot truck and an auto transport, and was told the location for pickup was on Coventry Road. On the day of pickup, we had to drive to Orleans to pick up the auto transport. This of course cost me more mileage and more gas to have to go out of our way to pick up the auto transport. I'm not sure why we would not be reimbursed for this, considering it was someone else's error in not returning the auto-transport to the correct location. Also, the auto-transport ramps are very far apart for a small car, making it quite risky when attempting to load my car onto the auto-transport. Finally, there needs to be a better way to adjust the side view mirrors. It is impossible for the driver to set the passenger side mirror while in the drive seat, since it is a manual process. Even the manual movement of the mirror did not work. None of this is the issue of this specific location, but rather of UHaul overall.

Évaluation :

5

Provide parking

Évaluation :

5

One of my best experiences with this u-haul thank you Soo much

Évaluation :

5

Great people and recommend t on anybody

Évaluation :

1

I feel the rip me off the mileage

Évaluation :

5

Quick easy and reliable equipment

Évaluation :

3

They should be a faster way to grab and go, especially after the online recheck in. I had covid and called in advance. There was no protocol for this leaving me no option but to go in and wait in line. I did wear a mask but the hand sanitizer dispenser was only available once at a counter and it was empty. I did not want to spread this and I hope I did not. Even so, covid or not, I am on file. I rent a car tow trailer often and this should be a more streamlined process.

Évaluation :

1

I was overcharged. Given wrong rate. Then had issues being reimbursed for the km that were not used. Bill should have been $57 I was charged $156.

Évaluation :

5

Keep up the great work at this location.

Évaluation :

5

service was great too

Évaluation :

5

Keep up with good job

Évaluation :

5

Very pleasant owner/manager, kids outside knew what they were doing, no unnecessary time wasting paperwork, all quick, easy and friendly...it was either drive three carloads an hour each direction x6, or $20 for a trailer. Fantastic.

Évaluation :

5

Get a parking space for regular customers!

Évaluation :

5

Your online system and call center agents were all terrible, and we spoke to five of them! We booked what we wanted online, for the date, site, and time we wanted, and people kept calling us to change it to something else because you couldn't accommodate our request. We still didn't get what we wanted, and had to drive across town. The first caller told us there was nothing she could offer us and tried to make us rent a truck, we canceled the reservation. We made a new reservation. The second caller couldn't even figure out what kind of equipment we wanted and ended up telling us she couldn't help us. The third one told us you'd call us on Saturday to confirm the reservation but they didn't think they had what we wanted, so we could wait and figure it out the day before. Sucky, but fine. The fourth one called the next day and said they'd give us a size up from what we wanted, but we had to pick it up at the opposite side of town at 8:30 in the morning. We asked for other options and she said that was all they had. We got to the pick-up center for 8:30 and it doesn't open until 9:00 am, so we had to just hang out and were late for what we needed because no one would help us (obviously, since they weren't open - not their fault that some idiot at your call center booked a time that wasn't an option). The last person was the only person I actually called, to complain about the fact that you had done this to us, and he just said he'd transfer us to the booking agent who could look for a similar rental at another location. Why would we do that??? By the time you guys dawdled your thumbs and sent us across town again, the site would be open. I'm annoyed and thoroughly miffed at your organization, not looking to switch my reservation again. Overall, thoroughly unimpressed with the backend of your organization and their inability to clearly communicate with customers about what they needed, and what arrangements were being made. We got none of the things we wanted from this reservation, it was a complete hassle, and if you had any decently priced competitors, we would never use u-haul again. But you don't have anyone who even compares to your prices, so I am glad this rental didn't cost us a fortune, it was just a lot of inconvenience. The site itself was lovely, the staff were friendly and helpful, and I have zero complaints about the location, but goodness gracious!, retrain your phone people, they suck.

Évaluation :

3

I would only recommend U-Haul installation to people that drive ICE vehicles. Everyone I interacted with at this location was friendly and professional. That being said, they were not able to finish the installation job because of a lack of knowledge of electric vehicles. The hitch was installed but I now have to take my car to the dealership and pay them to install the wiring. Train your employees on EVs!

Évaluation :

1

The guy at the desk was elderly man and wasn’t helpful with my simple questions of types of payments ie visa or debit or cash the other man was of colour and was on his phone the entire time in the office, the man outside of colour as well was on a personal phone call trying to set up a payment plan of unpaid bills, and was not helpful didn’t help me hook up didn’t help me check lights or anything!

Évaluation :

5

Love this location rental ready no hiccups, John and staff in yard, excellent, Bert Flanagan

Évaluation :

5

The Coventry Road U-Haul location was everything I would expect U-Haul to be. They were quick, efficient and professional. Return was a breeze.

Évaluation :

5

nothing

Évaluation :

5

So easy to book and to finalize the registration (advance registration is super) and customer representative are excellent. They provide friendly, no stress and efficient services. Returning of equipment was just as easy and rapid. Staff are great at what they do, friendly and efficient. Merci.

Évaluation :

2

When you return the truck after business hours، this location will take advantage of customers for $ 20 to $30 dollars Although I had filled up enough gas، they charged me $29 again I drove 30 KM, I used about 4 litres of gasoline. I put 10 L gas before returning .‌ I called them several times they are not returning extra charge

Évaluation :

5

Truck inside light (back)wasn't working we have to use our flash light to work was night.

Évaluation :

5

In and out in a very short time Perfect!

Évaluation :

5

Great location and easy to use for truck drop-off.

Évaluation :

5

Thank you to the ottawa team.Once again top notch. Best regards David

Évaluation :

5

excellent service

Évaluation :

2

The van I was given had a dead battery and because we received it at closing time, we were stuck in the freezing cold trying to figure out how to make it work. We eventually found an employee Max who was very helpful and was able to jumpstart it for us. Although when we got home to begin packing, the battery had died once again and we had to call towing services to replace the battery. Customer service was amazing. It just sucks because we all took a night off work only to have a working truck over 3 hours after we were supposed to. Overall a very terrible and draining experience. At least we ended up with a working van though

Évaluation :

4

The inside of the trailer was clean. The outside of the trailer was very dirty. The staff was friendly and helpful.

Évaluation :

1

When I picked up the rental, I noticed that the gas was only at 1/8 but on the paperwork it was supposed to be at 1/4. Before leaving the lot I talked to the man that had showed me where the truck was. He marked the contract saying it should be at 1/8 and told me that he would change it in the system. When I dropped of the rental, I had made sure that there was slightly more than 1/8. The man that was receiving the drop off first did not know how to read the gauge and kept saying it was at 1/16. I had to explain to him numerous times how the gauge works and that it was over 1/8. He then charged me because the man in the morning never changed the amount in the system so it said I was supposed to drop it off at 1/4. We went back and forth about this, and at the end he said my only option was for him to charge me, and then for me to come back in the next day when the boss was in to get my refund. VERY unhappy. I then went inside and the guy told me at the desk that I could have just received the refund now if the guy outside hadn't put it through yet, but he did. Now I have to waste my time to go back in to talk to the boss to get a refund. Definitely feel scammed. I will not be using this location again even though it is the most convenient for me.

Évaluation :

2

Be more available for clients. They literally made me go hunt for my vehicle on the lot and do the pre inspection by myself. When I went back inside to tell them about a dent on the side, they asked me if I did it. I literally had not entered the vehicle yet. I don't understand why you would ask the client to do your job for you. (locate the vehicle on the lot, do the pre trip inspection)

Évaluation :

3

I wish you offered the ability to extend the storage unit for a week or two, not needing a full month again.

Évaluation :

1

This the second time i had business with this u haul facility exept the saff member Max ...other i had to deal with were horrible it feel like government office or its like a corber store. The owner have very bad attitude...

Évaluation :

4

Clean and easy to access.

Évaluation :

1

I went in and stated that I was renting the unit for only a month and I vacated the unit on time. They sent me an update by email on the 15th of the month that I rented and I sent them a update on the 31st stating that I had vacated as I promised. I also told the worker who was outside I had vacated. There was no procedure given and as we buy or own locks there is no reason to return to the facility especially since we were communicating by email and they're completely understaffed and poor customer service inside this facility. They state they ignore the emails and again no notification that they ignore the emails and donnot reply. I also called in to the facility as well. This is illegal and predatory as I am a handicap and this facility should be fined and people arrested especially if they are doing this to other disabled and elderly people.

Évaluation :

4

The storage area is velnerable to flooding as experience as shown. Better measure are needed to prevent floodings.

Évaluation :

1

Absolutely awful customer service - and no maintenance of the grounds what so ever. If anything they made it EVEN HARDER to get to the locker. From not snow plowing after major snow falls, parking rental trucks in front of the entrances and making it nearly impossible to enter the locker area. At one point an employee even had THEIR PERSONAL CAR parked at the only exit of the locker area. Because of the way the entrance to the lockers is set up I hit my truck twice on the side wall. When I first signed up for the locker it took them THREE DAYS because the locker "had a lock on it" even though it was supposed to be empty. They never answered the phone to help me with my issue so I had to repeatedly call - while being obviously hung up on - until someone finally decided to answer in an annoyed voice. Absolutely ridiculous set up and staff is so excruciatingly unhelpful and rude. I could not recommend this location any less than I do.

Évaluation :

4

Everything was excellent except during flood.

Évaluation :

4

price is too high.

Évaluation :

1

Unit leaked causing damage to belongings

Évaluation :

1

The one employee was wicked! Thanks a whole bunch Max !! 落He did everything in his power to fix everything that uhaul messed up for us. But the manager and the system it self… … fail! -_- But it is what it is. We are still using the storage , only thing is ,it was a headache getting to this point.

Évaluation :

5

After a rough first few minutes, the staff rose to the occasion and made it a good experience.

Évaluation :

2

Units are in terrible condition. Same price but Rand new st dymon

Évaluation :

3

I would not recommend that anyone use the internal units at this facility. My unit flooded three times in the 10 months I had the unit. And in the very heavy rains the water went all the way through the facility. I ended up putting all my stuff up on risers and planned to get out as soon as I could. Having said that, the staff were always helpful and contacted us as soon as it happened.

Évaluation :

5

The staff was so helpful even with the system going down they were able to get me a unit and assist me with purchasing a lock

Évaluation :

5

John was polite and supportive

Évaluation :

4

Staff are very helpful. Our storage unit was frozen shut and a staff member was able to open it for us.

Évaluation :

4

Access to the storage units could be improved

Évaluation :

1

The only upside is that it was included with my previous truck rental. It was awkward to get to and felt trashier than an episode of storage wars.

Évaluation :

4

My only comment is that when i initially arrived i was told that even though i had reserved a unit that didn't guarantee that they had one. Not too reassuring especially since i came from Guelph under the impression that i had a unit. Luckly the facility had one available.

Évaluation :

2

Wet leaky storage containers. Hopefully our storage items survive the experience.

Évaluation :

2

1- The door was really hard to close and lock, lots of rust. 2- Water infiltration : 3 boxes were soaked and mold had built up inside - nothing really damaged since it was dishes boxes 3- Accessing the storage was complicated and not convenient : pick-up the key inside only during office hours, trucks parked in front of storage (most of the time it was not possible to backup to load and download)

Évaluation :

1

Unprofessional stuff. Ruined my move into a new home. Picked up truck at 6:30pm explained I'm going to furniture store to get sofa and I'm coming back to get my stuff from the storage and I specifically asked if I'm ok to access the storage after 7pm closing time and I was told that's fine. On my big surprise I couldn't access the storage cuz they put a second lock that I didn't have a key for. Had to turn around and leave plus send home friends that came to help. Next morning I asked manager Ben again why is this happening. His answer was there's no access to the storage after 7pm....the evening before he said opposite. So dear u haul you lost me as a customer forever.

Évaluation :

1

Staff had trouble providing the basis information on locker services. It was difficult to be sure that first month was free. Manager was not helpful and not very friendly.

Évaluation :

5

Good communication and helpful

Évaluation :

3

Staff are uninformed, slow and not very friendly.

Évaluation :

1

Terrible office and access hours, could not move in the first day I arrived because they close at 7pm not allowing anyone who works a job to get there in time. I arrived at 630pm and was told there was not enough time to unload before closing, so I had to put an additional 30Km on the rental truck to come back the following day. When I did check in on the 2nd attempt I was forced to buy a lock from U-Haul any way to get more money I guess,

Évaluation :

5

Pour moi tout était correct propre et bien entretenue et le personnel était vraiment sympa. je recommande vivement.

Évaluation :

2

The staff at the desk made fun of three customers (as they interacted with them at the desk, he was verbally just rude and it was absolutely unbelievable. He tried this with me as I went to the counter and I told him clearly that wasn't going to happen. Was a terrible customer experience

Évaluation :

1

We did not move into the facility and found storage elsewhere. The staff member at the desk was the most horrific example of "customer service " I have ever seen. He was mocking other customers while I was in line waiting, he was rude, he was just generally the worst example of retail interaction we have ever seen. We cancelled everything and left.

Évaluation :

1

Charges is too much and they are not considerate

Évaluation :

5

Everyone was really helpful at the front desk and those working outside! They went above and beyond which I was moving my stuff out of the storage unit.

Évaluation :

5

Excellent job!

Évaluation :

1

I will never recommend Uhaul Storage to anyone and have reported you to the Better Business Bureau and have thoroughly detailed the fraudulent business pertaining to your insurance coverage. I have been told this is not an isolated incident and that this is entrenched in how Uhaul conducts themselves. I am the Director of Communications for a $15 Billion CPG company and will also be reaching out to my national media contacts across Canada to share my story in hopes that I can save someone else from renting through Uhaul and save them from thousands of dollars in damages, too. On top of not properly maintaining the drainage system at the facility, Uhaul does nothing to mitigate vermin and instead just traps the ones they find, does not dispose of their carcasses, and does not care that they run rampant across the storage facility. Just an absolutely horrendous experience from start to finish.

Évaluation :

1

The experience was awful, I couldn't get to store my stuff for two days. I had to keep the truck in a parking for 2 additional days then go to another storage company. You have a great truck rental service, I was expecting similar with the storage service.

Évaluation :

1

Moving out was very stressful given the fact that the parking lot was a mess. To make matters worse my brother and I were asked to push some uhaul units out of the way by hand in the rain. Lineup inside was really long and nif moving. I would never use uhaul ever again. I have friends that have stored with Dymon storage and they are extremely happy with everything across the board. I truly wish I would have had a much better experience.

Évaluation :

1

Units leaked from basic weather, and it got infested with mice and they didn't do anything about it; more than 50 % of my unit was destroyed

Évaluation :

5

Extra Super Services. I Love your company.

Évaluation :

5

HASSLE FREE!!!

Évaluation :

4

Although we had quite a wait one of the visits we found staff to be very accommodating. Perhaps more employees on the front line would be good. Returning of equipment was easy, storage unit v. useful.

Évaluation :

5

Very patient, knowledgeable and professional staff. The move-in experience was especially seamless! I highly recommend.

Évaluation :

2

Donald is the only staff member I've encountered who is friendly and helpful. The rest of the staff are rude, condescending and messed up my payment info 2x. lot is a mess, just like the bill system

Évaluation :

3

Really appreciated the free month with my one way purchase! It made all the difference in getting settled in without tripping over our stuff. We would hesitate to use UHaul again.

Évaluation :

4

Staff very obliging.

Évaluation :

5

Benjamin and Donald were great. Ben went out of his way to be really helpful and without his help I would have struggled. All the staff was friendly and helpful

Évaluation :

4

There was one older gentleman working there who just seemed to be angry and yelling at everyone. In person and on the phone. other staff were all great. But this one guy - miserable.

Évaluation :

5

We were handled professionally and quickly. Would definitely recommend.

Évaluation :

5

AUCUNE

Évaluation :

4

Reserved a dolly for my move then was informed that they rented it out to somebody else. Was told they are rented first-come-first-served, regardless of reservation, which utterly defeats the purpose.

Évaluation :

2

They ran out of ice melt and the place was so piled full of snow my unit was hazardous to access. The outside guys were kind, moving 4 trailers so we could get my truck a little closer. rough day.

Évaluation :

5

Thank you We are now done with your services.

Évaluation :

4

The experience of storing items at this Uhaul went very well. The staff member seemed to know his stuff, and was very efficient.

Évaluation :

1

Ordered a 26' truck more than a week in advance and was offered a 15' with a small trailer add on. Cancelled order and went with Penske. Never use or want to hear from you people again

Évaluation :

1

Forced to take a large storage after reserving a small, credit card was not billed and was forced to pay a late fee even though the office staff messed up. Staff are not friendly. Not using again

Évaluation :

2

I had reserved my storage online and when I came in person the reservation was non existing. Then it took longer for them to get me another storage. Now my storage has water in it. Expensive not happy

Évaluation :

3

Seem staff do not love their job

Évaluation :

4

We had a very good experience at this location. The young gentleman that assisted us showed us a two different storage rooms and was very efficient with the paperwork. He explained the process well.

Évaluation :

4

I didn't like the fact that they were rats in the facility and my things had rat feces. Other than that staff was amazing and very helpful.

Évaluation :

5

Pleasant,Efficient,

Évaluation :

5

Service and staff were great the only drawback is how busy the end of month was, there were too many clients for the amount of staff but they were friendly and courteous.

Évaluation :

4

I enjoyed my experience at U-Haul. The storage unit kep my things dry and clean. My storage was in the basement so it wasn't always practical to get into the storage unit sometimes the clerk was busy

Évaluation :

3

Please update your point of sale card readers to accept chips. Using machines that only swipe cards triggers fraud alerts for TD Bank since most Canadian businesses use swipe-only card readers.

Évaluation :

1

thiefs

Évaluation :

1

I am appalled by what's happened to my personal belongings at this storage facility. 75 % of my items (most valuable!) were bitten into and damaged by mice urine and feces. Missing basic pest control!

Évaluation :

1

Upon calling to confirm receipt of my storage, I was told that my confirmed storage unit was given to someone else but to throw more salt in the wound, there was no more units at all & told "oh well"

Évaluation :

1

I was told by your call centre that a unit was reserved and would be waiting for me at this location - I arrived and staff said there were no available units. It was stressful / shouldn't have occured

Évaluation :

2

The storage unit leaked rain water and several of our belongings got wet. One day over the phone staff mistakenly advised that they had no record of our information.

Évaluation :

2

the storage was very dirty and there were mice in the location, I lost one pillow eaten by a mouse.