Customer Reviews for U-Haul de Montréal-Nord - déménagement

Rating:

3.0

Trailer right Light didn’t work. Employee told his machine said it did. Tried another trailer while he is serving other people. I did 3 back and forth in the store to try adapters. No one helped. Finally I had to ask for another trailer, wait for another person to approve. I left the store an hour after I arrived… because of a faulty light on a trailer. I should have to pay for my rental

Rating:

5.0

the employee was extremely friendly and helpful. MERCI

Rating:

1.0

Reservation #83367202 Hi, I would like to submit a complaint regarding my experience at the U-Haul Montreal North location at 10100 Pie-IX Boulevard. I arrived at the location without a reservation and spoke with a representative at the counter. I explained that I was hoping to rent a trailer, but I was immediately told that nothing was available without a reservation because all of the equipment had already been rented. The reason I had not made a reservation beforehand was that my wallet had been stolen two days earlier, and my credit cards had been cancelled. At the time, I only had access to a debit card. While at the location, I checked U-Haul's website and was able to proceed through the reservation process far enough to see that four trailers appeared to be available at that location. However, the online reservation process required a credit card, which I did not have available. I therefore got back in line and spoke with another representative at the counter. He explained that he was unable to assist me with the rental and suggested that I call U-Haul to try to make the reservation by phone. I called U-Haul while waiting in line again. When I reached the counter for the third time, I spoke again with the first representative. He repeated that he could not assist me without a reservation because everything was already rented. I explained that the U-Haul website was showing four trailers as available and asked whether he could go through the rental process with me at the counter. At that point, his response became dismissive. He told me, in substance, that I did not know what was available because I could not see the system he was using. I explained that I had rented from U-Haul on several previous occasions and was simply asking him to check whether one of the trailers shown online could be rented to me in person. Unfortunately, the conversation became increasingly confrontational. I felt that the representative was speaking to me in a rude and unprofessional manner. I asked for his name because I wanted to file a complaint, but he declined to provide it. I acknowledge that, out of frustration, I also made a comment questioning whether he was unwilling or unable to assist me, which did not help the situation. Following that exchange, the representative raised his voice and began speaking in Creole with colleagues and other customers in the store. I was unable to understand what was being said, but the overall interaction made me uncomfortable. While this was happening, I was still waiting to speak with a U-Haul representative by phone. When I finally reached someone, the representative I spoke with was very helpful. I explained the situation to her, and she was able to make the reservation for me without any issue, using the same U-Haul reservation system available to the representative at the store. This was particularly frustrating given that I had repeatedly been told in person that nothing could be done and that no trailers were available. Once the reservation had been completed over the phone, I then had to get in line at the store for a fourth time. Only after reaching the counter again with the reservation in place was I finally able to complete the process and get the trailer. I also noticed that several other customers who entered the store while I was there appeared to be told that equipment was unavailable without a reservation. Given the discrepancy between what I was being told in person, the availability shown on U-Haul's website, and the fact that the phone representative was ultimately able to make the reservation without difficulty, I thought U-Haul would want to be made aware of the situation. All in all, the process took more than an hour and a half before I was finally able to leave with a trailer. In my previous experiences renting from U-Haul, the process has sometimes taken as little as 15 minutes. I understand that wait times and circumstances can vary, but in this case much of the delay resulted from having to wait in line four separate times, contact U-Haul by phone, and resolve conflicting information about equipment availability and the reservation process. I do not know the representative's name because he declined to provide it. For identification purposes, he was approximately six feet tall, had a beard and a shaved head. I can also provide the approximate date and time of my visit if that would help identify the employee involved. I would appreciate it if this incident could be reviewed, particularly the customer service I received, the amount of time required to complete what has normally been a straightforward rental process, and the discrepancy between what I was repeatedly told at the store and what both U-Haul's website and telephone representative were able to provide. Thank you for your attention to this matter. Best regards,

Rating:

1.0

Hi, I would like to submit a complaint regarding my experience at the U-Haul Montreal North location at 10100 Pie-IX Boulevard. I arrived at the location without a reservation and spoke with a representative at the counter. I explained that I was hoping to rent a trailer, but I was immediately told that nothing was available without a reservation because all of the equipment had already been rented. The reason I had not made a reservation beforehand was that my wallet had been stolen two days earlier, and my credit cards had been cancelled. At the time, I only had access to a debit card. While at the location, I checked U-Haul's website and was able to proceed through the reservation process far enough to see that four trailers appeared to be available at that location. However, the online reservation process required a credit card, which I did not have available. I therefore got back in line and spoke with another representative at the counter. He explained that he was unable to assist me with the rental and suggested that I call U-Haul to try to make the reservation by phone. I called U-Haul while waiting in line again. When I reached the counter for the third time, I spoke again with the first representative. He repeated that he could not assist me without a reservation because everything was already rented. I explained that the U-Haul website was showing four trailers as available and asked whether he could go through the rental process with me at the counter. At that point, his response became dismissive. He told me, in substance, that I did not know what was available because I could not see the system he was using. I explained that I had rented from U-Haul on several previous occasions and was simply asking him to check whether one of the trailers shown online could be rented to me in person. Unfortunately, the conversation became increasingly confrontational. I felt that the representative was speaking to me in a rude and unprofessional manner. I asked for his name because I wanted to file a complaint, but he declined to provide it. I acknowledge that, out of frustration, I also made a comment questioning whether he was unwilling or unable to assist me, which did not help the situation. Following that exchange, the representative raised his voice and began speaking in Creole with colleagues and other customers in the store. I was unable to understand what was being said, but the overall interaction made me uncomfortable. While this was happening, I was still waiting to speak with a U-Haul representative by phone. When I finally reached someone, the representative I spoke with was very helpful. I explained the situation to her, and she was able to make the reservation for me without any issue, using the same U-Haul reservation system available to the representative at the store. This was particularly frustrating given that I had repeatedly been told in person that nothing could be done and that no trailers were available. Once the reservation had been completed over the phone, I then had to get in line at the store for a fourth time. Only after reaching the counter again with the reservation in place was I finally able to complete the process and get the trailer. I also noticed that several other customers who entered the store while I was there appeared to be told that equipment was unavailable without a reservation. Given the discrepancy between what I was being told in person, the availability shown on U-Haul's website, and the fact that the phone representative was ultimately able to make the reservation without difficulty, I thought U-Haul would want to be made aware of the situation. All in all, the process took more than an hour and a half before I was finally able to leave with a trailer. In my previous experiences renting from U-Haul, the process has sometimes taken as little as 15 minutes. I understand that wait times and circumstances can vary, but in this case much of the delay resulted from having to wait in line four separate times, contact U-Haul by phone, and resolve conflicting information about equipment availability and the reservation process. I do not know the representative's name because he declined to provide it. For identification purposes, he was approximately six feet tall, had a beard and a shaved head. I can also provide the approximate date and time of my visit if that would help identify the employee involved. I would appreciate it if this incident could be reviewed, particularly the customer service I received, the amount of time required to complete what has normally been a straightforward rental process, and the discrepancy between what I was repeatedly told at the store and what both U-Haul's website and telephone representative were able to provide. Thank you for your attention to this matter. Best regards, P.-Morand

Rating:

5.0

First time using Uhaul and the only thing was the time on the line. Besides that, amazing service.

Rating:

5.0

Try to low the waiting Time on Saturday morning.

Rating:

4.0

More employees to serve faster and more efficiently

Rating:

5.0

Service professionnel et courtois merci beaucoup pour votrre excellent service

Rating:

1.0

The person at counter is to preoccupied with his earbuds either listening to someone on the phone or his damn music that could not hear me properly and asked me to repeat my phone number 4 times because he kept getting it wrong because he has one earbud in his ear it got to be annoying ..so he did not like I got annoyed told him to take out the earbuds. He decided to leave the counter and flush me to his colleague because he felt I was being rude masking him to listen to the client with his full attention ....and simply left me there with the contract not even properly opened .

Rating:

2.0

Le camion est propre. Le frein était très mou! Camion réserve pour 9h30 mais récupérer a 11h30 environ ... Une file d attente interminable... inadmissible

Rating:

2.0

Waited 45 minutes to pick up trailer . Only 2 agents working and many customers In Line to pick up rentals for 9 am.

Rating:

5.0

Un employé ce n'est pas suffisant.

Rating:

2.0

J'ai roulé sur l'autoroute. Un vieux camion avec un rétroviseur qui ne fonctionne pas

Rating:

3.0

Be more kind with clients, more welcoming i stead of giving impression of "i dont care", avoid using cellphone for personnal use and scrolling...

Rating:

5.0

Hospitality friendly fast. Everything in a professional way

Rating:

1.0

Attendant did not acknowledge me when I arrived. Grabbed my keys after I said HELLOOO and he disappeared. Horrible service.

Rating:

1.0

One of the worst experience with uhaul,.... I Had a reservation for a lock box pick up at 8am on sunday august 8th at St-Michel U-Haul (3637 Boul Crémazie E, Montréal). i did arrive at 7h45 am but they didnt put the key in the lockbox so i called the support line and they did transfer me to another U-Haul 3.5km further... (7k total + time (please send a credit for the km). When i arrived there, the lockbox wasnt working... the app wasnt able to give me the code. I waited 30min for the store to open and get the truck. I lost abvout 1h45 with the movers (200$). When i came back to drop the truck, they had a confusion about my reservation and i waited 45min... One of the worst service if seen in a while. I hope you can give me back the money for wasted time, added km and fuel. Contact Number : 76949998 Name :

Rating:

3.0

Le service est lent et c’est un peu trop chèr.

Rating:

2.0

Long wait time even with a reservation, very limited information given , truck had low pressure in one tire . When I dropped off the vehicle I was mistakenly charged for gas , so I had to wait another 30 minutes before they corected the mistake. Will never go back to this location and would not recommend to anyone .

Rating:

3.0

It took more than 30 minutes to get the truck, because the unit had only one person available to help everyone. The truck had a whole at the upper-front-left corner, a piece of furniture that was there was soaked when I got to the destination. I informed this problem when I returned the truck at the Etobicoke location

Rating:

2.0

Les employees prendre jamais soin de client. Pendant tout la journée reste au téléphone en règlent ses problèmes personnels. Tu comprends pas il parle avec toi ou avec sa femme au téléphone. 4 fois passer louer un camion, et 4 fois même histoire avec 0 service. Si jai un autre solution de compagnie, 100% je choisi pas uhal cette succursale

Rating:

2.0

Understaffed, extremely long waiting period to talk to staff simply to obtain the Truck key, even after doing online Truck Share. Putting 2 stars because the staff present was doing their best.

Rating:

1.0

The services is way too long and the store is short staffed. Add more employee's and a dedicated line for people with online reservations. Waited more than an 1hrs to get the truck....

Rating:

2.0

J’avais rendez-vous à 9h00 pour la récupération de la remorque. J’ai attendu debout pendent 1h30 en file pour que ce soit mon tour. Je suis parti à 11h00 avec la remorque. Le commis m’a dit qu’il viendrait m’aider à attacher la remorque et il n’est jamais venu. J’ai donc du déplacer la remorque avec mes mains et l’ai attelé moi-même. En plus un des commis s’est mis à crier après les clients de déplacer leur véhicule qui bloquait le chemin. Un client s’est chicané avec le commis. Le retour de la remorque s’est quand même bien passé. La chaussée du stationnement est sale et il y a beaucoup de débris sur le sol. J’avais peur de percer un pneu. Il n’y a pas de stationnement client.

Rating:

1.0

Les employés sont très impolis et ce n'est pas la première fois. Ils arrivent en retard et me font payé l'essence malgré j'en ai mis plus. Je ne sais pourquoi ils sont engagés pour ce travail s'ils ne respectent pas les clients

Rating:

4.0

Il n’y a pas assez d’espace cad trop de véhicules

Rating:

5.0

# update some of old trucks

Rating:

1.0

Do not promise customers a vehicle that you don’t actually have or that you might no longer have available. Customers should not have to wait an hour and a half for a reservation they made in advance. Also, make sure the vehicle is safe to drive — having a broken mirror or a mirror that makes it impossible to properly see other lanes and blind spots is unacceptable. Overall, the experience was very disappointing and could have been handled much better.

Rating:

2.0

Only 2 staff members on site for a very busy day. Long line up to get truck. Online app was bugging and did not work properly.

Rating:

4.0

There was a 100$ payment if it was on debit, which i didn't understand at all, beside that it was good

Rating:

5.0

Peut importe

Rating:

5.0

Super service

Rating:

1.0

Employés completement innutile et lâche.

Rating:

1.0

Contract 77940525 — U-Haul broke the deal and made me pay for it I signed a contract. U-Haul decided it didn't matter. I reserved a truck and paid for 2 hours of Moving Help for my move. Everything was planned around that contract — the pickup location, the timing, the people helping me, the whole day. Two days before the move, U-Haul moved my pickup location to a branch twice the distance from the one written on my contract. No phone call, no explanation no compensation. Just a notice telling me my problem is now my problem. I took the bus, because I didn't have much money after paying close to 1000$ did the distance anyway, because what else was I going to do two days out. I arrived to find 12 people ahead of me and staff moving like the clock didn't exist. Nobody acknowledged the line. Nobody opened a second counter. Nobody seemed to understand that every single person standing there had a truck booked, a schedule, and a day falling apart in real time. I stood there watching my move die one minute at a time and there was absolutely nothing I could do about it. By the time I got my keys, I had lost a full hour of the help I paid for. One of my two hours — gone. Not late. Gone. I paid for two hours of labour and received one, then finished loading the truck alone, exhausted, on a day that was already stressful enough. Let me be clear about what happened here: U-Haul unilaterally changed a signed contract, and I absorbed 100% of the cost. The extra kilometres, the extra fuel, the wasted hour of paid labour, the physical work I paid specifically to not have to do myself. Every dollar of that failure landed on me. Not one dollar landed on U-Haul. That is what makes me angry. Not the wait. The arrogance. The assumption that a customer's contract is a suggestion and a customer's time is free. What I want: Refund of the unused hour of Moving Help Reimbursement for the additional distance caused by your location change A written explanation of why a signed contract was changed without my consent Contract 77940525.

Rating:

1.0

Waited an hour because they didn’t have the keys to the truck we rented online the day before.

Rating:

2.0

Longue attente afin de récupérer l’équipement. Les deux personnes en place sont débordées. Malgré tout, ces deux personnes semblent calmes et dévoués.

Rating:

2.0

We spent more than an hour waiting to be served at customer service because of issues with your connection system. During this time, there was no seating or other accommodation for clients, so we had to stand the entire wait. It was tiring and very disappointing.

Rating:

4.0

Clarify the fuel gauge experience, I was given a meter with 16 lines and had to estimate the fuel to put back as the meter in the truck has 5 lines... I obviously put too much to be safe but very bad system. Should be full to start and then fulled before returning it...

Rating:

1.0

This was a horrible experience and I would not recommend this location to anyone. The staff was very unorganized and wasted more time talking to each other and on their phones than serving customers. The drop off was an absolute nightmare. It took 40 mins to complete something of 2 minutes. I brought the car back with probably a millimetre off of quarter tank and I was told that it had to be exactly at a quarter tank if not I was going to be charged service fees. This was absolutely embarrassing and ridiculous from a customer service standpoint. I literally had to get back in the car in a rain storm to make up a few dollars of gas. You guys owed me a reimbursement and this could have been adjusted on the bill but no I had to go out of my way for freaking 5$. I suggest you guy provide all vehicles with a full tank of gas to leave out any discrepancies. You guys are a 13$ B company, and you should be ashamed of this experience.

Rating:

2.0

They gave me a flat tire. I also admit it was my mistake that I didn’t inspect the tires properly before leaving. However, they knew very well that I was traveling all the way to Toronto, yet they still rented me a truck with the engine light on. The truck was very poorly maintained. I understand that some wear and tear is expected with rental vehicles, but I never expected this level of service from U-Haul. I paid $900 for the rental and another $300 for gas, all while constantly worrying that the truck might break down in the middle of the highway. I also forgot to mention that the front tire had to be replaced by the roadside assistance technician because we discovered it was cut and was not in a safe condition to drive.

Rating:

1.0

Slow service , Lack of service when taken care of Paid in advance to avoid waiting Waiting over 1hr to get the truck, told the guy it’a already paid , didn’t help me out , Then getting to the counter , says oh ya you paid … Terrible 0/10

Rating:

5.0

The guys work there is super the are very helpful....very professional i will recommend this to everyone

Rating:

5.0

ENTRETIEN DE VOS ÉQUIPEMENTS REVOIR VOS PRIX

Rating:

4.0

Très bon service ont n’a répondu à mes questions merci pour le service

Rating:

3.0

App is not that good. Reserved in store and there was supposed to be no issues. Morning of the move comes and of course now there is issue. They state to need to know my employer and such.At least customer service was available. Truck had a cracked mirror.

Rating:

3.0

THE EMPLOYEE CAN USE SOME HELP, I HAD A RESERVATION FOR 2 PM, AND I GOT OUT AT ALMOST 3PM...THEY'RE WAS A LINEUP OF CUSTOMERS

Rating:

5.0

No idea, everything was perfect for me, the trailer and the customer services.

Rating:

4.0

Just OK. Site needs to be cleaned up. Good customer service, but waiting time was above expectations...

Rating:

1.0

Worst expérience Ever.

Rating:

5.0

Have more people working there

Rating:

3.0

I got the truck and it was dirty, but I couldn't take pictures on the app because ''I topped the maximum uploads'' which is stupid, and I had to click ''the truck is clean yes''. I didn't have the time to go back inside because I had the truck only for 4 hours. Inside the store, it smelled very highly like poop and the line was interminable, the app said ''skip the line and show this page to the salesperson he will give you the key'' I got so many dirty looks by skipping the line, they should have a clear line for app registering. At least he was swift to give me the key and I was on my way. When I brought back the truck (on time) the store was closed and the app wasn't functionning, I had to call and wait in line for 3 hours (!!!!) to be sure I wouldn't get charged for extra time. So much stress that could've been avoided on this critical day.

Rating:

2.0

J'ai attendu 1h30 avant de recevoir mon équipement. Quand j'ai enfin reçu mon contrat de location, la remorque n'était pas la. Il a fallu que je retourne au comptoir pour changer de remorque. Heureusement, le personnel était gentil.

Rating:

1.0

Clean your equipment, have enough employees at your locations especially during summer when lots of people move...

Rating:

2.0

Malgré la préinscription, j’ai attendu 45 minutes pour avoir mon camion. Manque de personnel à l’ouverture, système d’ordinateur super lent et j’ai du répéter toutes les informations que j’avais déjà donné. C'est la deuxième mauvaise expérience en moins d’un an. Je vais considérer une autre entreprise la prochaine fois que j’aurai besoin d’un camion.

Rating:

2.0

I had an appointment, but despite my appointment, I had to wait an hour to get my truck. The air conditioning in the truck doesn't work and the right mirror couldn't be adjusted to my liking. I found leftover food in the driver's cabin.

Rating:

1.0

No online check in for easy fast. Big line no communication only waiting about 1 hour and then I get a dirty truck.

Rating:

2.0

Fix the trucks , transmission,broken rh mirror I had a 8:30 pick up and I got it at 10:00 One guy serving