Customer Reviews for U-Haul de Montréal-Ouest - déménagement et entreposage

Rating:

5.0

grreat service

Rating:

5.0

Ça fait longtemps que je vais à cette endroit et c’est la première fois que je suis reçu avec sourire courtoisie et dévouement.meme que j’étais rendu à l’extérieur pour m’en aller car je n’avais rien trouver et la personne responsable est sorti pour me suggérer la solution et enfin faire ma location. Merci

Rating:

5.0

Lady who helped me was great!

Rating:

5.0

Nice and cool

Rating:

5.0

The mánager was extremely helpful

Rating:

2.0

To respect the booking time

Rating:

1.0

They did not have the truck I ordered, had to switch to a smaller one. The items I ordered were not prepared as. well. Terrible to be honest. Would never use U haul in Canada again.

Rating:

1.0

Give proper pricing. Price is always WAY MORE after bringing back van.

Rating:

5.0

Très occupé un samedi PM, mais la personne à l'accueil était très efficace et très sympathique (2 mai 2026). Je louerai là à nouveau si nécessaire sans hésitation.

Rating:

1.0

The customer service was poor; people were sighing whenever they were asked questions. The Interac machine wasn’t working. It smelled like weed in the store. The trailer was all dented and dirty.

Rating:

5.0

The manager, Azziz and staff were incredibly helpful. They made sure we had proper equipment and helped with hook up.

Rating:

5.0

Very polite

Rating:

1.0

I have a very bad complaint about the service I received during my reservation 24949949. This happened on April 25th, 2026 at 8101 Boul Montreal-Toronto Rte Montreal, QC H4X1N1. I can send pics. First of all, when they asked me where I wanted to drop off the truck, I asked them which branch was closest to the house I was moving to. I was trying to give themthe address and they so rudely started hemming and ha-ing. The older woman, I am guessing is the supervisor barked, "YOU KNOW WE HAVE OTHER CUSTOMERS HERE". But they were so kind before I paid. I told them I wanted to find out which one was the closest to me and they were 100% unwilling to assist me in this matter. Finally, they said, you can decide later. Which was a total lie because I was emailed the address I had to deliver it to. This address 18, rue st. Louis gatineau is 18.6 km away from my house. I find out that there was a closer branch, 3636 Innes Rd Ottawa, ON K1C1T1 which is 7.9kmaway from my house. in fact there are other branches I could have dropped it off at: 383 Coventry Rd Ottawa, ON K1K2C5 6.9km away from my house AND 1057 Cyrville Rd Gloucester, ON K1J7S3 This one is the closest at 4.3km away I want to be reimbursed for the extra 3.6km I SHOULDN'T have driven to get to the farther branch. 7.9 - 4.3km = 3.6km Secondly, my contract said the gas tank at the beginning of my voyage was 1/2 full. I left it at more than half full 5/8ths full. I want to be reimbursed for that extra gas. Please see second attachment. Thirdly, when I was picking up the truck, the not-so-helpful people at uhaul said I can find the truck "up on the hill". I spent 25 minutes looking for that truck, waiting to get the attention of the attendant who served two more clients AFTER I told him the truck was NOT on the hill. He barked at me like I was stupid and pointed to the screen saying, "this is the number of the truck, just like on your contract." He could have even told me that when he first handed me the contract. You want to know where I found the truck though? BEHIND THE BUILDING. NOT "up on the hill" like they said. I want to be reimbursed for the time I wasted searching for the truck AND the rude behaviour I was treated to. What a HORRIBLE HORRIBLE experience.

Rating:

2.0

The service in this U-HAUL branch has suddenly dropped from 5 stars to 2 stars at this location [1] in less than a year! The service is still okay, but the overall cleanliness of the place is 3 out of 5, and the trucks is 2 out of 5. One example is renting a truck while the dolly was loose, and when I went back to tell the employee, he gave me the green plastic strip to wrap and block it to its hock, so I can do it myself! I like to continue working with you, but I don’t want this place to get worse. I hope [1] 8101 Bd Montréal-Toronto, Montréal, QC H4X 1N1

Rating:

3.0

Improve your booking system and rest assure that everyone gets there desired vehicle as per the booking

Rating:

5.0

keep up the good work

Rating:

5.0

When I returned my U-Haul on April 25, 2026, there were two staff members present. One of them (Ahmed N.) took my keys, and I asked for a receipt. He told me my credit card would be charged and that I would receive it by email, so I asked if he could at least provide me with the total cost at the time of return. He refused and said I would have to wait two days, which I found unreasonable given that I had just handed over my credit card. When I asked again, his attitude became dismissive and passive-aggressive; he responded, “You can wait for a few hours standing in front of me and I’ll give it when I want to,” before turning to help another customer. Fortunately, the second staff member recognized the situation and provided me with the receipt within five minutes, but the overall interaction was unnecessarily frustrating and unprofessional.

Rating:

3.0

Satisfied the customer Make them understand everything Ensure the truck was good serviced

Rating:

5.0

Staff was extremely friendly. Really appreciated my interactions both when renting and when returning.

Rating:

3.0

Clearly specify exactly where the pick up will take place. I had arrived to the pick up location address and was sent to another lot. Everything was in French, when I prefer receiving important information in English.

Rating:

5.0

The man that helps me install the trailer was really helpfull. I likes the fact I could let the trailer at the same spot after the open hours.

Rating:

5.0

There is- big issue the parking place for costumer s is talent by u-haul trucks it’s always like this o retend 4 times t open trailers On the past 2 months IV been tentons a este house in Laval since 2022 this place in Laval it’s perfect I gave theme 10 stars **********

Rating:

1.0

I had a very frustrating experience with my reservation. It was changed to a different location without prior notice, which I was willing to accept since it was nearby. However, when I arrived, I had to wait over 40 minutes because only one employee was working. After the long wait, I was informed that the utility dolly I had reserved was not available. I was told I could go to my original location to pick one up, which defeated the purpose of changing my reservation in the first place. On top of that, I had already paid in advance for a mattress cover, but I was told it was only available at the original location as well. Despite having many in stock at the current location, they refused to provide one and instead asked me to go pick it up elsewhere. Overall, the experience was disorganized, inconvenient, and extremely disappointing.

Rating:

5.0

Your costumer service was good in general but only one person was working to serve a lot of customers at a time which generated a long line for waiting. You could increase your staff

Rating:

1.0

Wait time was 1.5 hours.

Rating:

2.0

Le matériel que j’ai commandé n’était pas dans le camion et celui-ci était presque vide en essence. Cela m’a mis en retard dans mon horaire comme je devais aller gazer de façon imminente. Au retour, on m’a appelé pour réclamer le matériel absent, une chance que le personnel a accepté d’entendre ma plainte et ne m’a pas chargé celui-ci. Je déménageais et j’aurais nécessité le matériel réservé…

Rating:

2.0

Location was sketchy. I failed to verify initial gas level and only noticed after keys were returned and on site employees were unable to help. Accessible by bus.

Rating:

1.0

The staff at that location are unprofessional and not helpful. In fact, not just me but another person that was there believes they main person (had kid with him) was so intoxicated on drugs he should not have been working.

Rating:

1.0

Drop off location is pensacola fl

Rating:

5.0

Nothing every thing was great

Rating:

1.0

Originally we were supposed to pick up the truck at 8am but they forgot to leave the key in the lockbox and when we asked for help to the staff that was there they responded with a terrible attitude saying they can’t help because and it’s not their job duty until they start working at 9. After waiting for whole hour until they were ready, they didn’t have any of our rented equipment available at the location and then lied that the blankets were already loaded in the truck when in reality they weren’t and I had to go to another location to look for all the equipment. Overall it was a really frustrating experience and the staff had a really bad attitude and weren’t helpful at all. My original reservation was at another location and got called last minute to change to this one because it was the only one that was supposed to have all the equipment that we needed.

Rating:

1.0

The employees told us that the new policy for van rentals is to show proof of prior insurance or else you must pay for insurance with U-Haul. I don't know who carries around "proof of insurance" with them, but it seems like you're just trying to force people to pay an extra $20 per rental. I was told that the van we rented had 1/8 of a tank of gas in it and that we were obligated to fill it up to 1/4 when we were done, and that we would receive a credit of $22.50. When I got in the van, it was just above empty, and after putting $20 of gas in, it was just below 1/4 tank. I drove for exactly 6 km locally (I needed the van to move some bulky furniture), returned it, was told I would get the credit back, and then got my invoice by email later that day with NO credit applied.

Rating:

1.0

I did the online check in FOR NO REASON since they asked all the questions again once i arrived at the location. I was also forced to take the insurances when it isn’t written anywhere you have to do so. Unprofessional and inefficient.

Rating:

1.0

Your costume service is really unacceptable poor and terrible . First I’ve hired you guys to make my moving and I’ve made clear that would need the dolly to make it. And I got there at U-Haul Lasalle you couldn’t provided that to me and because of that I had to go to another place to actually rent that that was U-Haul Lachine, I’ve spend more miles to that and you guys charged me for your mistake I want my money back.

Rating:

1.0

The trailer was not in a good mechanical condition. It broke down on the highway. The axle/suspension was not in order. I had to pull over, call assistance. It took 4.5 hours to get another trailer. At first, this trailer should have been offered for rental. Very bad moments,

Rating:

3.0

The drop box for the keys are difficult to notice at night (three of us looked for it for like 30 minutes) and doesn’t represent the image that the app shows you to look for.

Rating:

3.0

The employee who helped to book my reservation at the counter was very rude and impatient. He should not address clients without further training or supervision.

Rating:

3.0

Non seulement on m'a envoyé à un autre endroit pour en avoir un malgré que j' avais déjà une réservation ailleurs, on m'a envoyé à une autre adresse plus loin pour le rapporter. On m'a offert un crédit de 50$ mais sur place(Thetford mines), ils m'ont chargé un autre 30$ sans me dire pourquoi. C'est à deux heures de route aller retour de chez moi. Je ne louerai plus jamais chez vous. J' espère avoir plus que 50$ pour dédommagement car en réalité c'est seulement 20$. Ridicule

Rating:

1.0

Long delays before getting a vehicule, altought Im a frequent client with my business, I did ask for a a recent truck, and was brush off '' all our trucks are inspected and in good standing '' we hade to change threee time to get something that was decent ( broken mirror, broken door, wrong keys. hunt the truck in the yard) this is for individual not comercial unfortunalty

Rating:

5.0

All is good and perfect

Rating:

2.0

Three employees seemed disinterested in assisting me. I suggested we do a walkthrough and the young man seemed like I was pulling teeth. After we did the walkthrough he saw a small splash of wetness/snow on the drivers floor mat and tried to charge me with a cleaning fee which I declined."Ouups, frais de nettoyage ici". There's snow on the ground from November to April in Montreal and normal wear and tear should be expected. This was not a puddle of water or mud. In the end it worked out but the audacity to suggest I pay more was preposterous. It left me disappointed.

Rating:

1.0

I scheduled my pick up for Friday night and they forgot to leave my keys out so I could only get it the next morning which wasted my time and delayed my move. Super inconvenient.

Rating:

3.0

Très mauvais accueil

Rating:

1.0

Everything needs to be improved, communication, delay when you get the U-Haul, customer service, efficiency. Overall experience was pretty poor

Rating:

3.0

I wouldn’t recommend using this location. I chose the app option for a quick pickup, but it wasn’t quick at all. I couldn’t even get the truck off the U-Haul parking lot because it was stuck on ice. An employee was very helpful and tried to assist, but we couldn’t get it out. I was eventually given another truck. Unfortunately, the replacement truck wasn’t properly cleared of snow, and snow was flying off it while I was driving on the highway, which felt unsafe. The engine warning light was on in both trucks I was given. During my wait, I also saw two other customers return trucks due to their own mechanical or vehicle issues. The staff were polite and tried their best, but the vehicle condition and pickup experience were disappointing.

Rating:

4.0

Smooth pickup process for my winter move, I really appreciated our rental agent who made sure my extra add ons like the dolly and safety blankets made it into the truck, while I'm temporarily walking on a crutch. Very grateful.

Rating:

4.0

Nothing. Staff were helpful and responsive, the equipment was well maintained, and the contract was explained clearly. They did great!

Rating:

4.0

The car was not good, doesn’t have enough power to drive propery

Rating:

2.0

I needed a 20' van with a lock for the storage access as is supposed to be present. One van did not have a lock so we asked for another which was stuck in a snowbank because the differential was free-spinning one wheel. We asked for one that we could actually drive and the employee who served us was quite unpleasant about having to go try to get another van. Eventually we took the one with with no lock and found out own because the employee kept insisting that we would have to buy a lock and that he could not provide one from the stock that is for sale at the front of the store. One of the worst customer service experiences I have ever had at this otherwise fine location that I have rented from previously.

Rating:

2.0

I left the key with an attendant and told him where the truck was 11hours before the truck was due . Why did I get a call telling me I’m late?

Rating:

4.0

The trailer was really dirty on the outside

Rating:

3.0

Je suis un fidèle client de U-Haul depuis plusieurs années (location d’équipement 2 à 3 fois par année) et, de façon générale, je suis très satisfait du service à la clientèle ainsi que de la qualité des équipements. C’est d’ailleurs pourquoi je n’hésite pas à recommander votre entreprise. Lors de ma dernière location, l’expérience a toutefois été différente de ce à quoi je suis habitué. L’agent au service à la clientèle offrait peu d’indications sur la marche à suivre et l’accueil manquait de chaleur et de professionnalisme. Pour un nouveau client, cette situation pourrait être déroutante. Je tiens néanmoins à préciser que je considère toujours U-Haul comme une entreprise de choix. Je suis confiant qu’il s’agissait possiblement d’un concours de circonstances et que cet employé offre habituellement un meilleur service. Je crois également que votre organisation saura lui offrir l’encadrement et le soutien nécessaires afin de maintenir les standards élevés auxquels vos clients sont habitués.

Rating:

5.0

La pratique de UHAUL de proposer une réduction en cas d'ajout de carburant est non seulement trompeuse et malhonnête car au final la réduction est inférieur au prix du litre de carburant. Le client paie donc pour son temps à aller carburer ainsi que de son argent.

Rating:

2.0

Service was great, equipment was great, but the clerk that served me, and this is awkward, had a very noticeable body odor. While it didn’t affect the actual transaction it was unlleasant

Rating:

2.0

Really long waiting time. I understand the system can be down but there were only six people ahead of me and I waited 1.5 hours. No explanation from the service agents, just waiting. When I mentioned I was supposed to get the truck much earlier, the agent then told me it’s better if I don’t book at the end of the month because that’s the busy time, however most people don’t have a choice but to move house (as in my case) at the end / beginning of the month. I didn’t get the U-Haul until 2 hours after the time I reserved. It would have been nicer if the agents acknowledged the long waiting time. The truck was fine though!

Rating:

5.0

My original reservation was for the location on St-Jacques but they could not honour my reservation and sent me to this location. They did not transfer my reservation so contract had to be made from scratch. Staff was very understanding and did an excellent job. Will go here first next time even though it is further from my house.

Rating:

2.0

I needed to wait almost 1 hour in line just to get to the counter. Then I finally get the keys, go to the vehicle, only to not be able to get it out of the snow, as it was stuck, and realize the bottom of the front bumper had one side hanging off, which the clerk getting the truck out of the snow took a photo of. The clerk at the front was quite impatient given the workload, although if that is the case, they should get additional staff and not treat clients in that fashion!

Rating:

5.0

Very friendly and accommodating staff

Rating:

1.0

The pick up location was changed at last minute to an other location 45 km from there and i had to argue with the customer service représentative to have the location i had reserved for. I did my reservation 1 week prior to that. For the return, I had choose a drop location wich was also changed at last minute. When I sent to pick up the truck, the was a long waiting Line and the employees dermes to be very overwelmed. The problem is NOT with the employés but with the computer platform they use. It froze at any information they would enter. Even if I had entered ALL my information in the app when I did my reservation, they did not have it when I came to pick up wich délayed the service they offertes a lot. They did their best and were working very hard to please everybody but the company tools that they are given really not help them work

Rating:

2.0

I reserved the truck for 10:30. We had you wait because there was no truck available because they were stuck in snow? The tank was empty when I got it and i filled it with more when i returned it and I've gotten no refund. I got no refund for the kilometers or time. I booked it from 10:30-4:30 but i got the truck only at 12pm and i returned it at 3:30. Overall, not a good experience

Rating:

5.0

For pick up point, everything are ok

Rating:

5.0

Great / excellent service, impeccable work ethic

Rating:

5.0

A cause du traffic aux heures de pointe, à éviter le secteur sinon très facilement accessible Personnel très courtois et serviable

Rating:

4.0

I have had some type of locker at this facility for about 10 years. I have seen a lot of staff go through this location. Most staff have been polite, helpful and provided good service. I find the present team very good, they were nice, kind, helpful, and we're doing their very best with the tools and knowledge they had. Several people went out of their way to be helpful and assist me in moving out, arranging u boxes etc... They are greatly appreciated. The manager in particular Yousra went out of her way to help above and beyond on several occasions. There has been some improvement overall in the areas that have been lacking in the past, but there is still need for better support for the staff to be able to do their jobs better. 1. It is still very difficult to reach an actual person at the office, and speak with someone if you have an actual concern that is relevant to that location. I know the staff are vety busy, and it is difficult to respond at times, but leaving messages also rarely results in a response. It took over 1 year to have an issue resolved that included compensation from insurance due to damage from an air conditioner leaking inside my locker. I was pleased with the quick and immediate response from the employee on duty when it was discovered and it happened, but the follow up to place the insurance claim and be compensated took over a year, with no one at the store knowing anything about the process, and great difficulty in connecting with management to get it remedied. I am glad it was finally completed but it took far too many " lost calls" in the process. 2. The high turnover of staff has been problematic from the start. Employees often only being there long enough for a long term storage renter to learn their name to be changed again. Each new staff member having to learn the process at the customer's expense. I am hoping that this present crew will be around for a while they seem.very good. 3. Please make sure your employees are given the proper knowledge of how the U Box system works, how customer's can communicate with UHaul when the packing is complete, be able to explain the process to clients. Everyone went out of their way to help but unfortunately they were not sure of what the answers were to my questions and after I was waiting on hold for 45 min. , they helped the best they could, which was much appreciated. There needs to be a more effective and easier way to communicate with management and other UHaul departments. 4. Although I do understand the reasoning behind the limited access hours to the indoor storage facility, I was very disappointed that this had been changed. I had originally paid extra to have extended access to the indoor facility which made things much easier to access my locker during evenings and holidays. Now that this service is no longer available, I found it more challenging to complete my tasks within the alloted time.

Rating:

5.0

J’ai très apprécié

Rating:

5.0

Professional, courteous, friendly.

Rating:

5.0

Pas des commentaires

Rating:

3.0

there was the one instance where the strap on the door snapped off and hit me in the face and scratched my glasses. I brought it to the office and spoke to the clerk. He took my information and said someone would get back to me and the strap would be repaired right away. I never received any communication nor was the strap repaired. then I received a letter that the rates were going up.

Rating:

5.0

Good service thank you

Rating:

5.0

Good °Service

Rating:

4.0

My experience with U-Haul was very satisfactory, the staff had been very respectful and helpful. I would certainly recommend U-Haul storage to anyone.

Rating:

3.0

my storage door was broken for months and was never fixed…. the employees said they had escalated the case to the person that needed to fix it and never got a response … I could never lift it myself so i always had to bring someone with me

Rating:

4.0

Excellent service, great location, locker easily accessible. My only negative comment is a few items (upholstered chair, blankets) were in terrible condition as they were completely covered in rat poop, obviously ruining them. If not for that, would have been 5 stars

Rating:

4.0

It would be important to advise ppl in advance when you decide to raise the fee.

Rating:

5.0

Daniel was friendly and very helpful. A great experience.

Rating:

4.0

Il y avait des excréments de souris dans mon unité.

Rating:

5.0

Very clean, very good service. Easy access.

Rating:

5.0

Great experience

Rating:

5.0

Très pro! Je suis très satisfait! Grand merci!

Rating:

2.0

Le personnel a été courtois, poli et les lieux sont beaux, propres et sécuraires. Cependant je suis extrêmement insatisfait du système de réservations. J'ai réservé un entrepôt 7pi x 14pi il y a 5 semaines et j'ai obtenu confirmation. Le jour d'emménager, on me dit que tout ce qu'il reste est un 5pi x 5pi. Il n'y a même pas la moitié de mes choses qui peut fitter à l'intérieur et ça me met évidemment dans le trouble. On ne m'a offert aucun autre dédommagement autre que de mettre mon nom sur une liste au cas où quelque chose se libérerait éventuellement...

Rating:

3.0

Evaluation based upon procedure and not upon the service. Service was excellent. Rental Process is cumbersome and too long especially if one's movers are waiting for the registration to be completed since the movers are being paid by the hour. This is not the fault of the staff but of the procedure. Perhaps most of the information can be gathered during reservation. (Booking)

Rating:

3.0

Your website indicated that our unit was sufficient for our 3.5 appartment. It was absolutely not sufficient and when I inquired about renting another space i was told there were none available. As it is we have had to split the apartment storage which is not the best solution! The staff knowing this problem did not suggest any other solutions, offer to call up other locations for us, or make any accommodations. In addition the sign in procedure is very strange, using one keypad to log in and then another to open the door to the rental spaces. I'm not sure I could manage that trick again and it didn't even work the first time I tried it.

Rating:

3.0

Wish the staff could have been more accommodating. There were many services that neighboring Uhaul's were offering that my Uhaul did not permit me. In addition, phone calls were not returned when inquires were placed.

Rating:

4.0

Great service great helpful staff

Rating:

1.0

This was the worst service I have experienced. Due to the character limit here I will have to write your head office.

Rating:

5.0

Excellent

Rating:

5.0

Very satisfied-and courtepus and helpful personnel

Rating:

5.0

Highly recommended

Rating:

5.0

Thank you for your wonderful service!

Rating:

5.0

Excellent service from the manager

Rating:

4.0

There were a few hiccups with the automated billing. Twice (over 2.5 years) they sent out erroneous late payment e-mails. Quickly resolved, and more aggravation than anything else.

Rating:

5.0

All good, thanks!