Customer Reviews for U-Haul Moving & Storage of Kanata

Rating:

1.0

I am writing to formally express my dissatisfaction with the service I received on October 28th, 2025 at your U-Hau Moving & Storage of Kanata (30 Frank Nighbor Place) when collecting my pre-booked vehicle. Despite having reserved the car two days in advance, upon arrival and completion of payment, the staff member handled my driver’s license and transaction with indifference. I was handed a set of keys and instructed to locate the vehicle myself in the parking area. It took me nearly 10 minutes to find the assigned car, which was parked deep inside the lot, requiring additional vehicles to be moved before I could access it. When I returned to the counter to report the issue, my concerns were met with complete disregard—no acknowledgment, no apology, and no sense of urgency. Another colleague was eventually asked to move the obstructing vehicles, but I was still required to maneuver and retrieve the car myself. Throughout this process, the individual who appeared to be the senior staff (a lady) was observed casually walking around with her coffee, engaging in unrelated conversations, and treating the matter with no importance whatsoever. As a customer who planned ahead with a confirmed reservation, I reasonably expected the vehicle to be prepared and positioned conveniently near the customer centre for immediate departure upon completion of formalities—not to be left searching the lot like a scavenger hunt. Paying for a service should not entail such frustration and inconvenience. I trust you will treat this feedback seriously and take appropriate steps to improve staff training, accountability, and operational efficiency to prevent similar experiences for future customers. I look forward to your prompt response and explanation of any remedial actions. Sincerely,
 Sheung-Fung Lee Contract No. 96148696

Rating:

5.0

Please provide a designated place for the truck key after the customer has finished.

Rating:

2.0

The check-in process is agonizingly slow. It takes 15 minutes in front of an agent to rent. I entered information in the app (towing vehicle, emergency contact), and they ask/confirm with me anyway. I looked the agent in the eye and told him so, and then told him to stop wasting my time. I enter my credit card information in the booking, and I still need to get out the card and tap. And before I even get to do this, there is a line-up of 3 customers in front of me. When I pick something up, and I have already provided all of the information, I expect to be in and out in 2 minutes. Just tell me which trailer I'm getting, and let me go. Returns, on the other hand, are good. Click on the app, take four pictures, and leave it in the lot.

Rating:

5.0

nothing. The customer service rep who handled my rental pick up was very friendly & efficient

Rating:

5.0

Overall, I was satisfied with the rental of my vehicle. Thre comments: The kilometer price was a bit high for the distance I travelled. I would have been nice if some free kilometers were given or if the rate was reduced for after 100 kms... longer trips. The vehicle was a bit noisy, engine wise... Lastly, the vehicle seemed to be set for auto 'tow'... I had to manually disengage this feature... had to call the location to find out how to do this.

Rating:

5.0

Another staff person early on in the day would help move people through faster but overall fine.

Rating:

5.0

The rental process went smoothly, with the staff being helpful and friendly, and I would rent trailers from this location going forward.

Rating:

5.0

I had a great experience renting 20' truck from this location. Great service, beautiful facility. The best in Ottawa / Kanata area. I recommend it. A+++++

Rating:

5.0

Staff is very good and polite in explaining.

Rating:

5.0

Brand new location with everything you need (and lots of it). Will use this location again.

Rating:

4.0

Excellent customer service when checking in and checking out. However, the inside and outside of the front windshield were very dirty. I would consider it a driving hazard. Returning back to Kanata from downtown Ottawa I had to drive into the sun making it difficult to see through the window. Luckily I had a paper towel to clean some of the inside window but it was still dirty.

Rating:

5.0

Confirm that the equipment is in good condition. We had a loose passenger mirror and had to return to get fixed. The maintenance (oil) was showing at 1% left which was worrysome for a drive to Toronto but overall very friendly staff

Rating:

2.0

I could not understand what the attendants said. If your attendants cant speak english why have them deal with customers? I had a two day rental yet returned the trailer at 24-1/2 hours. I see they reported the return several hours later. I did ask for a return receipt in paper at that time. I gave up due to language issue. I did ask for a credit for the day I did not use. I guess the attendant did not understand that either. I will not rent from this location again. Not happy

Rating:

2.0

The manager was an arrogant, incompetent man who shouldn’t be in charge of a location.

Rating:

4.0

We pointed out that the muffler was hanging lower than other trucks on the same lot, rusty, looked like if you had load in back, it might touch ground. My son was taking it one way to Virginia, 14 hours with all of my late Mom's furniture. We addressed it first with young representative but when he spoke to supervisor about switching it out, he must have been told a load, cuz he came back and t R iwd to then convince me it would be ok. Owner probably wanted to get rid of the older truck but it was not fair to us. My Mom had just passed and the last thing I needed to worry about was an accident happening with my son

Rating:

4.0

Excessive pickup time. Uhaul did not put the pre-ordered blankets in the truck and I had to go back and get them

Rating:

5.0

I very much appreciated the quiet volume of voice the agents use when dealing with customers. They were not announcing each customers details to the entire room. Every person we dealt with was very respectful and I saw the employees being very respectful to each other. The building and vehicle were clean.

Rating:

5.0

I had to go back in and ask for the rental blankets. They were not in the truck. I had rented two dozen, they were brought out quickly after I returned to ask. It’s a small thing though. Overall was easy.

Rating:

2.0

I believe it is unreasonable to restrict customers from returning trucks at their most convenient location.

Rating:

4.0

When you guys say it came with a full gas tank make sure it’s actually full. Because when I filled it to full, it was actually 10$ more in the tank then when I received it. Other than that it went very well. Thank you.

Rating:

5.0

Not sure where to go when checking in and out. Maybe better signage?

Rating:

5.0

All these gentleman are professionals. We all get along well. The staff in the USA are incredible. This specific location in Kanata is so efficient. No other location can do it as well as these gentleman !!! I am a life long client of U-Haul. This location is excellent !!! Great job !!!

Rating:

1.0

The first guy I interacted with barely spoke and when he did, it was very difficult to understand (slurred, mumbled and broken english). He had significant difficulty comprehending. I asked for a small open trailer numerous times. He then tried giving me a van. I then corrected him again and asked for a small open trailer and told him no roof and you pull it behind the vehicle. He then said 4x8. So i said okay. Finally get out there its an closed trailer. Told him I want an open trailer and pointed to the exact trailer I needed. Im all for hiring anybody but if they cant effectively communicate please put them in a position where communication is not key. I don't know how long I was there but it was definitly too long. Finally an older guy came and took over and got me what I needed. The trailer was in really good condition compared to other uhaul locations I have been to. If you rent online you probably wont have an issue. But avoid in person renting.

Rating:

5.0

Nothing to add.

Rating:

1.0

Waited 45 minutes for my rental car. Both service representative working very slowly with no care to acknowledge any delay. Extremely frustrating experience.

Rating:

5.0

Excellent service, maybe trucks might need more maintenance, but nothing that can prevent to be used.

Rating:

5.0

The staff were so incredibly helpful and kind.

Rating:

5.0

Greeted me at the gate. Friendly, efficient, and had me on my way in no time with online checkout.

Rating:

5.0

Very slick rental pick up and drop off procedures.

Rating:

4.0

The location was clean, spacious and had all the extras you need for moving. The young person who served me was not very clear about the process and where the truck was located on the lot, but otherwise a good experience.

Rating:

5.0

General Manager and Staff Member very professional and nice people. Exquisite facility. Thank you for 1 month free storage. B Shalla Kanata

Rating:

5.0

Excellent service, amazing General Manager and great and beautiful location/storage.

Rating:

5.0

Easy. Like app

Rating:

5.0

The trucks should be rented out with a full tank, no exceptions it just makes it easier to return with a full tank.

Rating:

5.0

Access codes didn’t work and could only access my space during business hours

Rating:

5.0

Very straightforward and smooth check in process

Rating:

5.0

The customer service was wonderful, always a big smile from them, and the truck was ready and clean as they promised:)

Rating:

4.0

An attendant approached me when I came back to drop off the rental van and wasn’t very helpful. He hovered awkwardly while I completed the steps in the app and insisted on taking the van which would have been helpful if I wasn’t concerned with completed the designated steps on the app. Instead it came across as nagging as I had brought the van to my car to put my things back into it and he stopped me from parking the van back where i originally picked it up from.

Rating:

5.0

We have rented many Uhauls over the years and by far this was the best service we have received. The General Manager and his team went above and beyond to ensure we were taken care of when our reservation was adjusted by the company. They are knowledgeable and patient and offered incredible customer service. We have to travel a bit out of our way to use this particular outlet but will keep booking through them because the customer care is so good.

Rating:

5.0

Friendly, professional, helpful, clean I will deffinitly keep on coming back. I will recomend it to everyone I know

Rating:

1.0

My deposit money for almost a week is not refunded

Rating:

5.0

Excellent customer service at pick up location and drop off. No fuss!

Rating:

4.0

Staff were knowledgeable and helpful.

Rating:

5.0

Nothing to improve. The pick-up of the 6 x 12 UHAUL trailer went smoothly. No issues to report.

Rating:

1.0

Pick up was a nightmare I was running a few minutes late. called to let them know I was running late but was enroute, Arrived 7.57pm but he was locking up and said to use the app TWO hrs of the app and customer care and I still did not have a truck I went back the next morning and was successful NOt impressed also the truck had bad brake rotors

Rating:

5.0

Outstanding personal service; friendly, knowledgeable and very customer oriented ☺️

Rating:

5.0

All Good!

Rating:

4.0

Make my receipt for my rental "zoomable", so I can read it (numbers are too small) and not have to print it.

Rating:

1.0

I was charged fuel charge eventhough I brought the vehicle back at the same fuel level that was given to me. The contract showed a higher fuel level than what actually was in the vehicle. I did point this out to the employee and he assured me that I wont be charged for this. I took a picture of before and after that shows that I returned the vehicle at the exact same fuel level but yet I was charged extra fuel charge. I will never be coming back to this location ever and I will be spreading the words so others won't fall scam to your despicable fuel charge.

Rating:

2.0

The entire handle was rusted. The tires needed their system monitor checked. Overall, it was a bad experience with the equipment. Rusted handles are a liability if someone cuts their hand on them. I expected more from UHaul and will consider using other moving services in the future.

Rating:

5.0

nothing, everything was professional, quick and efficient

Rating:

5.0

Employee came out into the lot and directed us where to park the trailer and offered to unhook the trailer for us. Whole interaction took less than 5 minutes which was great as we were in a rush.

Rating:

5.0

Fast, efficient friendly service. Vehicle was in great condition. Highly recommend this location.

Rating:

3.0

The manager at 30 Frank Nighbor pl in kanata ontario double charged me and was very rude and mean to customers and not listening at all . This needs to be reviewed by upper management

Rating:

5.0

Drop off went smoothly … no problems

Rating:

5.0

Ok

Rating:

5.0

Helpful

Rating:

5.0

U-Haul Traffic section did a good job in finding the right size truck and accommodating a change in timing for pick-up.

Rating:

5.0

Staff is knowledgeable and very helpful

Rating:

5.0

The staff were all very friendly and helpful, which was very appreciated after a long road trip to move our belongings! In particular, the manager, Mir, made us feel very welcome and was very helpful with all our questions. The facilities are very clean and brightly lit. Small things made a difference during our unloading, like the availability of water fountains when we got thirsty. We also loved the fact that there was a spot to donate your good condition empty boxes for reuse by others at the facility, and designated areas to dispose of garbage or recycle cardboard (from boxes that were beyond reuse). We also liked that we could return our U-Haul truck at the same facility as where we unloaded our belongings.

Rating:

1.0

The general manger, Mir Wardak at this Kanata location should be replaced by a more professional and competent individual. I would give 0 stars and a F for customer service and satisfaction!! My wife and I were greeted with disrespect and disgrace whilst speaking to one of the other employees about possibly renting a storage unit at this location. We initially came in a week prior to find out about the units and noticed that the sign in the example units within the store had different prices for the same unit. Upon asking why there were two different prices, none of the staff were able to answer. The manager overhearing our conversation even seemed to be alarmed to why I was asking a question and proceeded to belittle me. I then proceeded to tell my wife to leave the premises and we would book online so we wouldn’t have to deal with that person. We thanked them for their time and left calmly. We then booked online a unit that was listed as the last unit. Fast forward to this weekend of the scheduled move in. We were met by Josh again, the same employee we dealt with the week before. My wife and I were the only customers in the store and Josh was happy to assist us. I proceeded to produce my reservation on the U-Haul app but for some reason Josh was unable to find it but apparently he did not realize that it was for a storage unit. There were a handful of customers behind us now at this point, and the manager kept hovering over Josh to move him along hastily to attend to other customers. We found this extremely disturbing and disgusting especially the way he spoke to his own employee in front of us. Josh ended up making so many mistakes as he also seemed to be deeply disturbed by this man. On the final contract he printed and assigned the wrong unit number. The email address was incorrect on the contract. Then their Point of Sale machine was not capturing the transaction properly and looking back at my transaction history I saw that I was charged three times but the on the customer said of the POS it was saying payment not captured. This is another issue all by itself and I will follow up with the banking institution that correct charges were placed in the coming week. We were finally able to get a storage unit one that I didn’t even book because in the U-haul app it says one is pending for move in and one is active. We also rented a 10’ truck for the day and left the premises. We proceeded to load up the truck at our residence and came back to the U-Haul location in Kanata. On the drive back I noticed the parking brake light kept flashing intermittently but was fully disengaged, which is very unusual and dangerous. I drove into the parking and went over to customer service to verify the storage location and to verify where we should unload etc. I was met by a different employee at this time and I was the only customer in the store. He happily escorted me to his Point of Sale machine and then upon overhearing our conversation the manager quickly made his way over to us and told the other employee that he will handle it. I greeted him again and I told him that I wanted to verify our unit before we began moving stuff in and to verify where we should be unloading. Upon realizing the mistake Josh made in assigning the unit he made a comment saying ”This is what happens when you take too long with a customer.”Of course this a nonsensical statement especially to a customer and his unprofessionalism showed through and through and after he rushed his own employee through the transaction. He then warned me that if I put my stuff in the wrong unit the lock would be cut and my things would be removed. I verified the unit again and proceeded to go back to the truck to enter the bay for unloading. My wife and I were the only ones in this section unloading and after I made a few trips. I saw another truck enter the other bay. An older gentleman proceeded to ask me if I worked there because he doesn’t know where his unit was. I said no but I will still help you find your unit. Which I did and then went back to my truck to finish unloading. After I took out the last few boxes I ensured the truck was locked and went back to take the boxes to the unit. The manager then came up to us whilst we were packing the last few things into the storage unit from the dolly to tell us that our truck has nothing in it?and to move it and that there were other customers waiting to use the bay. I proceeded to put the last few boxes quickly into my unit and go back to the truck only to realize that all the other bays were empty and no one was waiting. I returned the truck back into its location and cleaned it and left it better than when we had initially rented it. I proceeded to give the keys to a different employee at customer service and he asked if had any issues and if I put gas. I mentioned the intermittent flashing parking break light and that I did in fact fill up gas to which he said he did not need a receipt as proof and I left.

Rating:

5.0

We had an excellent service. Thank you so much!!

Rating:

5.0

Maria is very competent

Rating:

5.0

I moved from Moncton to Ottawa and everyone I have dealt with has been absolutely awesome. Thank you.

Rating:

4.0

It is the first time I rent a place of storage but the experience is over the top thanks to the courtesy and efficiency of the staff. I highly recommend U-Haul storage to safely store your belongings.

Rating:

5.0

Good staff at this location.