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

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

GOOD

Rating:

1.0

I would like to say that this was my worst experience with U-Haul. Over the years I have used U-Haul often. On January 15, 2025 I rented a U-Haul truck to drive some furniture to Toronto. It was snowing and the roads were messy. I realized immediately that that the windshield spray was not working. Furthermore a low air tire warning started flashing. I pulled over to fill the tire and clean the windshield. This happened four times on my way to Toronto. I was so upset I returned the truck early because the tire kept going flat even though I had had more furniture to move. When I returned the car I wanted to complain and actually get a credit but the number I was given had no customer service.. they were trying to send me a medical device. I would like to speak to someone.

Rating:

2.0

Don't charge extra fees for no reason, don't rent damaged equipment (had 3 hits on a van), there was less gas and more km on the van, and were not able to put the photos to prove it, when bringing equipment back there was 3/4 of gas, workers marked less. Location full of water, not really able to walk and not make your shoes wet

Rating:

4.0

The floor of the trailer was a bit dirty and there was a VERY STRONG smell when I opened the back door of the trailer. I thought at first that it was the smell of gaz. But I concluded it was the smell of a strong disinfectant. Still not sure what it was.

Rating:

5.0

L'endroit qu'ils m'avaient indiqué pour rendre le camion n'existait pas ; j'ai dû enquêter et aller ailleurs.

Rating:

5.0

Très bon service je recommande. Service Rapide

Rating:

5.0

Mr. Khalid is a very knowledgeable, polite and respectful person, very satisfied with his explanation not only over the phone also in person.

Rating:

3.0

I have a complaint. I arrived at the agreed time for my truck (7 a.m.) and when I tried to pick it up on the app, it told me that there was no vehicle assigned to my reservation. I had to wait two hours until the store opened to get the truck. The store never prepared my keys the day before. I am very unhappy about this!

Rating:

1.0

That experience with U-Haul l being the last one. I will never rant again on U-Haul, I will cancel my account and make sure never reserve again from you guys. First of all, you did all your publicity about when we can pick it up somewhere and drop it somewhere else. When you learn then you have to come bring back the trailer. It's a trailer. It's not like a big things. It's only a trailer. Then you have to bring it back to the place where you rent it and you don't have it or close where I was and I have to do on the 26th of December because the 25th naturally everything was closed. You have to bring it back on the 26th. Spend 50 bucks of fuel plus my time then I lose. On top of that I have to pay another day of rental because everything is closed on the 25th. That's never going to happen again. Never going to answer anything at U-Haul at all.

Rating:

5.0

Thank you to Khalid who I watched handle a prior client who was giving him a hard time. Khalid handled this client in a very professional way. He also took care of me better than I ever would have expected. Thank you Khalid

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:

5.0

Accueil, services, réception 5☆

Rating:

5.0

safe was helpful and polite

Rating:

2.0

Les employés m’ont forcer à prendre une assurance supplémentaire pour la location d’une fourgonnette en soulignant qu’elle était obligatoire, alors que j’avais refusé d’y souscrire lors de ma réservation. J’ai du m’obstiner longuement avec des employés au ton méprisant pour que cette assurance ne me soit pas facturée.

Rating:

5.0

I have noticed a big change in customer support and staff performance way to go Uhaul team

Rating:

5.0

UHAUL SERVICE IS PERFECT AND THANKS FOR EVERYTHING

Rating:

1.0

When I received the truck, it was completely out of fuel. I had reserved the vehicle ahead of time, and when I arrived, I was obliged to take the truck in that condition because there were no other available options. I was given a $30 discount as compensation for the inconvenience of having to fill it up myself. However, the $30 wasn’t a real discount I simply spent that amount to make the truck usable in the first place. For this reason, I believe I should be further compensated for essentially doing you a favor by refueling the truck, and being late with my appointment for that

Rating:

5.0

Good service thanks

Rating:

5.0

Très bon service et équipement propre et en bon état :) merci!

Rating:

1.0

The teller was rude to me from the moment I walked in. After being unhelpful, we got into an argument, he refused to give me the keys, and he cancelled the reservation in front of me. He then came to my face and threatened to fight me. I email the manager, Julie Lescard, but she never replied to my email.

Rating:

3.0

When I arrived, no one was at the counter, so I started the self check-in process, and the information was not available when the personel arrived on the computer, so we started the whole process over, then the man quickly asked if I wanted to keep the insurance. I asked "Do you mean I don't want to pay for it? If so yes", so who tells me an amount significantly larger than what I had gotten on the website as I was tapping my card, and I ask why, he starts going through the contract, and I ask why he is charging me for insurance if I chose not to on the website? We had to go over the whole process again. Asking if one wants to keep the insurance is not clear at all, ask if one wants it. The fuel on the contract was saying 5/8, when if fact it was 9/16, and there were some unmarked vehicle damages that I made sure to inform the crew about.

Rating:

4.0

U-Haul has to overhaul their system . It’s incredible slow to rent a truck. It feel like it’s 1990 If I rent often , save my info . Don’t request drivers licence pictures all the time

Rating:

2.0

Unprofessional employee , throwing keys across the room , not paying attention to the customer , talking with eachother during my transaction. Wasn't told where to drop off the truck on my way back soni left it where i picked it up and i was given attitude by another employee . Lack of training or customer service . Wouldn't want my Business to be operated that way.

Rating:

5.0

It was a cleaning truck and good service just take time to respond but they are very busy maybe they need people who helped them. During the end of months.

Rating:

5.0

Very nice truck

Rating:

3.0

Pickup was ok. But return was a pain in the ass

Rating:

5.0

Everything if perfect

Rating:

3.0

I wished to have the dolly and moving blankets removed to fee up space, but u-haul staff told me this was not permitted. These items take space that I do not with to loose and can if I not have them removed next time, I will consider my options against other rental services

Rating:

2.0

Since the online system blocks reservations that happen within 24hrs I went to the UHaul location to make a reservation in person. I was told that was not possible. I was very flexible in my demands, any trailer at least 8f x 4f or larger. With a one way travel, however I could return the trailer to the same location if that helped the rental. I was told "That's not how it works" I found the tone to be very condescending. That corporate approval was needed. While this may or may not be true I understood Uhaul to be "Your moving and storage resource". Which I believe was confused that day in question. There were numerous trailers that met my specifications that were available to rent. I did in the end convince the sales associate to rent me a trailer but I was told this was a special accommodation again what is the confusion? Doesn't Uhaul rent trailers? I was also coerced into taking the insurance as a thank you for the "rental permission". I was literally preparing to purchase a personal trailer to alleviate myself from this painful experience.

Rating:

3.0

The service was good (especially compared to the rue Norman location), but there were some issues: I found screws on the ground in the trailer compound and in the vehicle drop-off area, so I am guessing it is possible there are more; this could cause a tire puncture and flat for customers and/or employees. The trailer I rented had a flat tire; the employee did his best to inflate it but the equipment he had was faulty and the tire pressure gauge was broken. When I got the trailer home I checked it myself; it was at 34psi, where it is supposed to be 65. I had to spend time inflating it properly myself.

Rating:

4.0

make sure you have a minimum of 1/4 tank of gas for client to depart with. We had to make a stop immediately for gas as the "miles to empty" reading was 6 miles... Not the most convenient thing, but the team was conciliatory even if we had to make the stop to fill up.

Rating:

3.0

I had 2 reservations . The reservation I picked up at 5:45pm the customer agent was not interested in working and the experience was very blah . He was using his headphone and when the other agent got his attention it looked like he was Angry that he had to get off the phone and serve a customer technically HIS JOB .. people like that shouldn’t be in customer service . The other 3 people that I had an interaction with were great . 2 young men in the morning reservation and the lady that tried to get the other colleges attention .

Rating:

5.0

Drop off went well, clean and relatively efficient. Signage could have been better as to where to bring the truck. They have “equipment return” signs but given you rent a bunch of stuff, does that include all trucks too?

Rating:

1.0

La qualité de deux remorque était très mauvais. J' ai étais obligé de prendre un camionette pour 90$ a place de 30$ pour la remorque. Je vais éviter de faire affaire avec vous dans le future

Rating:

5.0

First Time taking the services. The information was clear and easy to drop off the car. Thank you

Rating:

5.0

Excellent professional service with friendly staff. Rented van was clean and functioned perfectly. Highly satisfied.

Rating:

5.0

I am happy with the location and the fee, and I hope that in the future you will offer special discounts for loyal customers. Thank you.

Rating:

5.0

Youssra is very efficient

Rating:

3.0

When a customer calls, even if it is within 20 minutes of closing, do not put them on hold until after the location closes, thereby losing their call. It is not fair to the customer who has an issue that needs to be resolved.

Rating:

1.0

They charge me over 30$ next day when went to drop off location i talk to one of the guys there i told him to check the truck before I leave she told me its ok drop off key here than i did,next day they charged

Rating:

4.0

One of the tire was beyond used, the thread limit markers were worn out.

Rating:

5.0

I had a problem with my connector. The person who helped me sold me an extension cable and gave me some tools to splice it in and I managed to get on my way instead of having to cancel my trip. Great service!

Rating:

5.0

Easy process and courteous staff !

Rating:

4.0

Happy customer

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!