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

Rating:

1.0

Our truck broke down and Uhaul is refusing to pay us back

Rating:

5.0

Service was good.

Rating:

5.0

Thank you

Rating:

4.0

Short staff, long delays for rental

Rating:

3.0

Meet no one I just dropped off at night when I couldn’t drive with the RV anymore

Rating:

5.0

This was also not my first experience at this location. A staff member came out and greeted us when we pulled up. She was friendly, efficient and helpful.

Rating:

1.0

I had a reservation for a 15 foot truck at 9:00 am on Saturday August 9th at the St. Jaucques location. I got a call on Friday, from a U-Haul representative to let me know that the reservation had been move to 10:00 am on August 9th. I showed up at 9:30 and was served at 10:15 by a representative who informed me that there was no truck available, and that the only ones that were, are for out of town trips. I asked him if he could ask management to give me an out of town truck, and after maknig a call to some one in charge, I was informend that it was not possible to give me an out of town truck . Conclusion, it is more improtrant for UHAUL to rent out of town truck to make more revenue on mileage than to keep a commitment to a client. TO ADD INSULT TO INJURY: the representative claimed to have called me that day to let me know there was a truck available available at 9 and that he gave it to someone else since I was late. This was a lie. I did not receive a call on Saturday. He then suggested that I go to another location and rent another truck there, and started serving other clients. I am sure you hear this all the time. What struck me was there was only one employee on a Saturday shift, who was poorly trained to handle a situation like this, and was arrogant and beligerent. I had to call for a ride to go to another location, wait another 30 minutes to get served, only to be told that they did not want to rent me a truck since my drivers licence had expired. When I challenged the representative, he told me that the computer did not allow him to proceed since my license was expired and that I had to present a valid liscense. I told him my permit was valid, but he said the compter system would not let him proceed. In Quebec, a driver is issued a licence that can be renewed without issuing a card. Luckily, I had renewed my permit on a Bank App that showed payment for a permit renewal with the same permit number on the driver permit I presented to your employee. Imagne the bumbfounded look on his face when I presented him with evidence that was irrefutable. Somehow, he was able to overide you computer system and lease me a truck. Something he could have done without wasting my time and lying about your computer system overides. Speaking of time, I had hired people to help in the move, that were paid for time spent sitting arround doing nothing while I was dealing with your employees. The level of employee comitment at U Haul is incredbly poor. But I suspect you know this already and probably have high turnover. How do you guys make any profit ? Oh, yes, your oganization overbooks, your employee lie and deny instead of taking ownership of a situation. And then you have the audacity to ask if I would recommend your services !!! I am completely dissatisfied with the UHAUL experience. What an absolute clown show !

Rating:

5.0

However I was dissatisfied with the attendant who put,wrong mileage on the documents ***313 instead of ***315 to overcharge me! And the gasoline cost was 14$ yet I drove the vehicle for a round trip of precisely 3 miles or 4km! Too bad

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:

4.0

When returning the trailer, I followed the signs to return equipment. It lead to a narrower lane behind the main building. An attendant informed me that the trailers are left at the side. I had to back up the trailer to get to the drop off area. Not being used to backing up with a trailer hitch, it was difficult. Maybe there should be signs directing trailer hitches to the proper area.

Rating:

3.0

I really you need 3 staff members present during the morning rush so that wait times are reduced to process paper work, do checks of the trucks and obtain dollies and blankets etc... it took about an hour for me to leave the lot and this was the case last time as well.

Rating:

1.0

The gas tank at the time of pick up was 321 miles to empty, we filled the tank till 327 at the time of drop off, but they charged us extra

Rating:

5.0

Service is good

Rating:

1.0

Soyez patient. Plus d’une heure d’attente pour juste récupérer notre réservation. On m’a demandé plus de papier qu’à l’aéroport, c’est limite si on nous demande notre casier judiciaire. Puis pour rendre le véhicule, on nous indique une file sans nous mentionner de sortir du véhicule. J’ai attendu comme un con 1h derrière sans aucune excuse. Je suis habitué uhaul mais alors celui là je le déconseillerais à tout mes amis

Rating:

5.0

I rent trailer many times, like this last time I've never seen. The trailer i rented was super quiet no noisy while i pull it and even when i put a car on it. Ratchet strap was oiled easy to use the handle to tight the strap around the wheels. This is the best i rented since first time.

Rating:

2.0

The wait time was ridiculously long. There was only one person working the counter during a busy time (the first of the month around noon….).

Rating:

5.0

Be less excellent)!. Booked for a week and thought that all period will covered, but in fact come 3 hours later and my booking was cancelled because of not show up)) crazy 🤪 excellent service

Rating:

2.0

J'ai été obligé d'acheter une assurance une fois à la succursale alors qu'au moment de faire la réservation sur le site web, elle ne l'était pas et lorsque j'ai essayé de contacté U-Haul pour prolonger ma réservation pour ne pas avoir de frais de retard, ce qu'on m'avait dit de faire, personne ne m'a répondu et j'ai dû payer des frais de retard. C'était très décevant.

Rating:

4.0

…

Rating:

5.0

Great young staff at the counter always willing to help. Thanks to a wonderful team. Keep up the good work ,as customers we will keep coming.

Rating:

1.0

En premier U-Haul m’a donné une réservation à 7h00 et à la dernière minute j’ai appris que ce centre n’ouvrait pas avant 10h00 on m’a donc envoyé à une autre centre et celui était fermé pour deux semaines et finalement on m’a redirigé vers un troisième centre . Le bordel total et tout ça avec des attentes de 45 minutes au téléphone pour savoir ce qui arrive. La pire expérience avec une entreprise de location. Jamais je vais faire affaire encore avec U-Haul Si U-Haul était le moindrement professionnel il me rembourserait une partie de la location mais je ne compte pas trop sur ça

Rating:

3.0

There was a problem opening the back door. Also your policies regarding excess kilometers are expensive and not very clear from the start. The issues with the back door not being able to open should compensate for the additional you charged me.

Rating:

3.0

Charged me for fuel even after bringing back to the same level!

Rating:

1.0

Fire the manager. Incompetent. Multiple mistakes and errors. Contract shows a different truck than what I had. Millage wrong. Gas level wrong Day charged wrong. Total charge wrong. They lost the truck I returned and kept calling for the truck. I am upset .totally not satisfied. Call me at 514 265-3700 to tell you all the mistakes she did. Manager not professional INCOMPETENT

Rating:

1.0

The guy claimed that I returned the truck dirty. I explained to him that it was in the same condition as when I got it earlier that day. He offered no further explanation and told me I had to pay a $25 cleaning fee.

Rating:

5.0

Excellent customer services by employees, well explained the conditions etc, thanks for your generosity.

Rating:

5.0

very professional and courteous.

Rating:

5.0

reduce rates plz

Rating:

1.0

This time the deduction was more than 100 Canadian dollars more than expected. I don't understand it. I will never come here again. I often rent cars and I will calculate the price in advance. This time it was too much more. It's terrible.

Rating:

5.0

I’m another satisfied customer. Thanks Team.

Rating:

5.0

Staff processed my request ion a timely fashion which I appreciated very much. Thanks team

Rating:

5.0

I rented a brand new van with 2500 km on the odometer.

Rating:

4.0

Helpful employees and easy to rent equipment

Rating:

1.0

the recepit was not right please help

Rating:

2.0

I asked how long I was allowed to keep the equipment, was told 24 hours, and was then asked what time I thought I would return it and I indicated after about 19 hours or 1PM. They then tried to extract a second day of rental fees out of me because of that sly question. If I didn't resist they would have happily taken a second days fees. Terrible predatory tactic.

Rating:

4.0

Everyone is super nice and helpful but there is often such a long wait for pick-up. There needs to be another workstation at peak hours.

Rating:

3.0

While the service was great, the trailer amazing quality but inside was dirty. As well access to this location is difficult Once again the staff were incredible especially considering it’s moving week

Rating:

1.0

Had to wait in line for 3 hours was late starting my move.

Rating:

4.0

During this period of construction, I would recommend doing few adjustments so customers can access the facility after normal office hours.

Rating:

2.0

No staff .. waited over 1h to pick up

Rating:

5.0

Rien service parfait pour moi.

Rating:

5.0

J’ai eu une annulation la veille par contre j’ai du aller à 35 min de chez ma fille au départ j’avais réservé à 8 minutes Pas le fun

Rating:

5.0

J’ai très apprécié

Rating:

4.0

The trailer that was rented to me had non-working markers on the left side. For which I was stopped by a police officer and received a verbal warning

Rating:

5.0

Nothing I was very satisfied. Thanks to a wonderful and very knowledgeable employee name Ray Golding and the comportant manager Miss Bouchaara.

Rating:

1.0

Terrible service.. my problem is with the employee that works the day shift weekdays named "Alexandre Viel". I feel discriminated against and even that racism might be involved because of the exaggerated treatment I recieved. In my small opinion anyone displaying discriminatory behavior of any kind should be immediately let go. Tell me how I was charged $125 for a dirty 20 ft that wasn't even dirty to begin with. I moved furniture.. mattresses and dressers.. not a dirty dusty demo job. If you actually check Mr. Viel's history you'll see numerous complaints made against this individual. I personally know employees at that facility and "they" were the ones that assisted me in returning the vehicle and putting it back in rotation for rental. This unfair charge seems really personal and I won't stand for it.. I don't deserve to be rippled off because of people's indescretional ignorance. U Haul will have to provide adequate proof for this ridiculous bill.. and really start addressing the issue of "employees that get written up". Take it serious. If people are complaining about racism then U Haul has an obligation to adress the issue..

Rating:

1.0

Took extremely long to get served. About one hour. The truck was ready but the breaks were vibrating at higher speed (above 70KM).

Rating:

1.0

J'ai réservé 1 mois d'avance pour au final me faire appelé la veille a 16h00 pour me dire qu'il n'y plus aucun camion disponible il a fallu que je me justifi plus une heure pour réussir a trouvé un camion pour au final réussir à trouver un camion a 1h00 de chez moi mais si je n'aurai pas réussi à me battre pour trouver je n'aurai que reçu en échange 50$ mais je reste pris sans camion moins de 24h avant mon déménagement très décevant

Rating:

5.0

I wait for about 1h45 become system was down... I hade to change my water tanks and couldn't wait for another day... For system down -1 for the service from the team 5/5!

Rating:

2.0

The size of the trailer I made a reservation for wasn’t available when I checked in.

Rating:

1.0

I will never use uhaul again, you dont change someones confirmed 8am reservation to 4:30pm 3 days before they pickup. once its reserved, its reserved, sort your shit out uhaul. absolutely disgusted with your lack of tiem management and organization. if you dont have the truck when i need it, dont take my money, idiots!

Rating:

5.0

I would be careful ordering from another location and being sent to this one. I called the other store around the corner for a trailer to go one way to Niagara Falls. I confirmed with the rep multiple times that I was doing this. She didn’t have any trailers at her location sent me to this one. I mentioned it again at this location and gave my Niagara Falls drivers license. The original clerk mentioned to me to have it back at any U-Haul by 9. I said that’s impossible because I want be back into falls by 10pm. I attempted to drop off the trailer by 9 in the morning to find out the bill is a thousand dollars. After a week of dealing with multiple people from U-Haul I had to drive the trailer back to Montreal. Although Martin at this location was excellent to deal with. I would recommend only dealing with him and confirming exactly what you want and are getting

Rating:

1.0

Worst service ever !!!

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!