Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
If I wanted to be verbally harassed and called multiple times from this U-Haul I'd choose this place! I have never dealt with such incompetent managers in my life until I rented a truck here. 1/10 would not bother renting from U-Haul again unless I fancied some verbal abuse that day
Tereible service very rude front desk
Poor customer seevice , i call to complain something the one who talk to me said i have nothing to do for you The other one hang ip the phone on me I will never deal with this company again
Notify the customer before you cancel their reservation.
Staff was efficient and knowledgeable
Nothing to improve.
Quick and efficient just the way I like it.
My reservation was changed twice after what I initially booked and it ruined my plans for my move day just 2 days before moving. Would not recommend uhaul to a friend and will consider other options next time I rent.
Everything was perfect
Our reservation was started in PortColbourne..a week before as we were told to do..I called on Friday to confirm..the guy said he didn't have a truck ..call HO..so we did. PJ answered and was very curt..I should read the contract..ii didn't have a contract.just a piece of paper..he said OH..went on a diatribe about we can do this or that..so we asked for a supervisor ..she was no more helpful and said the truck we required will be in Hamilton at 5pm..to go to pick it up was an hour and a half drive 1 way. when we expected to be done long before that...got a phone call sat at 730am..and said we could pick it up at 10am..so we had to rearrange everything again to get this truck..got the truck got loaded and unloaded..truck ran well..
fast and excellent service good clean truck no problems thank you so much
Truck bed was not clean.old food parts left in it. No washer fluid in the truck
Waited 1:15 minutes for my rental van. My booking was for 8:00. The person(s) that had the van prior to my booking did not return it on time. Vito, at the Upper Wellington location was awesome. He helped me to find another rental and things worked out, to a point. I was resigned to taking a taxi to the Rymal and Upper Ottawa office to actually obtain my vehicle. I collected the vehicle at ~ 10:00 (2 hrs late) The taxi bill was paid by Uhaul. I am not sure why this happened but I would appreciate it if you would look into it. Thank you for your attention to this matter. Steve Payne
The counter person/woman at 8.30 am did her job ok, but not very friendly, no enthusiasm in her dealing with me. or smile in her voice. Just cut and dry. I have had friendlier customer service.
the trailer was swept but very dirty - dusty. From time to time are these washed. there was no hand sanitizer available in office. Should have touchless tap available for payments. To their credit staff was very helpful and courteous. Trailer had newer tires and appeared otherwise well maintained.
I was told the day before pickup that I needed to drive to another city to pick up my Uhaul. On top of that, on the day of pickup I arrived at the location and was told that there was NO TRUCK THERE FOR ME. I had a $50,000.00 music video shoot relying on that truck and needed to pick up the equipment THAT DAY, and was told three hours before the shoot that you guys weren't going to live up to the promise on your end. I will never use Uhaul again.
Excellent reception, courteous, friendly and organized. Very pleased with my experience.
Truck was extremely dirty. Under normal circumstances it would have been unacceptable but with covid going on this is so much worse. Nothing had even been wiped down at all, or even an attempt made. Also the after hours drop off option is great and going through the steps would have been ok except the app crashed constantly and I had to redo pages of it again and again when adding photos.
My reservation was cancelled by uhaul the moment I picked it up. I completely wasted the day. Had to travel to get another smaller truck. Not sure what happened Very disappointing
I was told I had a full tank when I picked up. It wasn't full. I returned at same level I picked up and was charged extra for it not being "full" I paid $440 including taxes and insurance for 1 week but quoted $1931 for 1 month ...doesn't make sense because $440 x4 is less than $1931.
Friendly and supportive staff. Clean equipment. Easy process to book.
Thanks for all !!!
Super friendly. Quick and easy pickup and return.
Drop off site experience was great. Online tools to reserve & pay for boxes is a waste of time - boxes were not available (sold to another customer) when we went to pickup.
I booked a truck at 9:30am and return the same day at 5pm. The truck was advertised 39.99 per day. When i booked it initially i thought i will be done early so most likely will need it for few hours. Unfortunately it took me longer than i thought and called the office and said i would like to keep the truck until tomorrow since I have 24 hours. They said that the truck is not available 24 hours so you need to bring it back before they close 5pm because that particular truck needs to be somewhere else. I brought the truck back and grabbed another truck and they charged me again. I should not be charged twice for the same day. Yes it was my mistake for not realizing my timing but at least don't charge me twice its just not ethical. Have a great day.
The staff are nice, and mind there own business. That’s all I was in need of, and they provided that to me well.
Truck was dirty inside back. Truck was Loud and noisy. Inside and out Still haven't received my receipt which was promised to be emailed to me when I returned truck
Thanks my experience was great!!
It took me 50 minutes to get my keys after using online check in I only had the truck for 5 hours and when I asked for an extension of an hour I was told that if the truck was booked there was nothing they could do Was not happy with this
Two problems. Problem 1- My rental pick up location was switched by uhaul to another pick-up location which was very inconvenient and made me late. Note- There was not much notice given. Problem 2- Your covered trailer does not have a tongue jack and its ridiculous for you to expect customers to have lift and hitch the trailer by hand!
My whole experience was a nightmare. My original booking was at Upper Wellington, but then got sent to Rymal. The customer service was the worst I have ever experienced with UHaul in my whole 20 years of using UHaul. It cost me $75 in taxi fare that I was not expecting to pay. There was supposed to be a discount for me, and by the time I got back to UHaul the manager was gone, and the 2 young boys wouldn't help me with the discount at all. They told me it was up to Upper Wellington to fix that for me. I told them their manager said she would do it, and their reply was, "Well then you're going to have to call back Friday for that. The experience left me in a severe panic attack since I have Agoraphobia. None of the workers at either location cared that I was in extreme distress. I have another truck booked for Sunday but will be cancelling that booking. I have a storage unit at the Ryaml & Upper Ottawa location, and as soon as I can find another storage unit I will be removing my belongings. I won't tell you why I think they treated me as they did, but it was the worst experience I've ever dealt with. I had booked my truck online weeks in advance for 24 hours. When I arrived, I was informed that my truck wasn't available. Never once did Upper Wellington call the customer and demand they bring the truck back. They just allowed the customer to keep the truck and sent me to Rymal and Upper Ottawa. When I tried explaining that I have Agoraphobia, and cannot handle being out alone, the gut behind the counter said, well if you can't get to Rymal then you just don't get a truck." However, the customer they were dealing with, got the exact same deal that I had booked weeks in advance. And to be honest with you, I think they gave him my truck, and just passed the buck, These are franchised establishments, so nothing is going to happen. I will just be an unsatisfied customer, who will now have to pay extra for movers unless I can deal with the Cooperate store on Barton. Now those people, know how to treat their customers and run a smooth operation. A move that should have cost me less than $100, ended up costing me almost $200 and not one employee of UHaul cared about my distress, or financial woes from their mess up!!! Never again will I use a franchise store of UHaul's. The sad thing is, UHaul won't care either. This review probably won't be posted, and of course, unless I do the leg work to get this rectified, no one from UHaul will care!!! And in the future should I be forced to use UHaul again, the customer service will be 10 tens worse. They don't care, because they know we need them they don't need us. Sincerely, One totally disgusted customer
It was perfect
We reserved a storage unit online at 3:30 and were onsite at 4:15, all while the boys managing the place were dealing with a Sunday-night-end-of-the-month rush staring down a 5:00 closing time ... and he still was patient and professional with us and our first timer questions. Got us setup in no time, took us to the other end of the property to show us the unit with tips and suggestions along the way. All over a great courtesy to us in our last minute planning rush. Well done!!
Not a fair question due to Covid, but it took too long to get to the counter
The whole rental process was easy and efficient. The truck was easy to drive. There needs to be a sign on Rymal Road directing customers to the Upper Ottawa St. entrance. Overall, really good.
Really frustrating experience upon returning the cargo can for a one week contract I returned it after approximately 6.25 days, as I no longer required it. I was informed that because I didn't have it for the full seven days, I was now being charged for the daily rate, rather than the seven day contract I had signed up for. I had great difficulty processing what I suggest is very poor business practice and customer satisfaction. The whole computer system was also malfunctioning when I returned the van, which just compounded this frustrating experience. I am a contractor, and have rented equipment from a variety of rental establishments, and have never encountered what I consider a rediculous contractual commitment. I would have thought that , because I returned it before it was due, it would allow u haul to have an additional .75 day to rent out the vehicle to another individual. I have already emailed the u haul head office yesterday with my concern, and have received no response. I have already told my situation to a variety of individuals, and can assure you that I will (warn) other individuals about this business practice, which may be legal, but in my view, totally unethical and lousy customer service. Unless I receive some compensation for the extra charges, as well as a written explanation as to your business practice, I can assure you that I will not be making use of your services again, and will continue to share my experience with other people I encounter, to make them aware of this business practice.
I was very please with the gentleman that contacted me to give me a gate code to return the equipment after hrs. I contacted uhaul's answering service before my return time to tell them I wasn't going to make the 7PM return time. The system was down and they could not give me a code. I was happy that the gentleman from the depot contacted me so I could return the equipment after hrs. Thank you
Service wasn't that great. Closed early without any warning, made me pay for gas after I already put gas in it.
Truck was fine, staff were courteous and helpful.
good people
Not dependable with times and schedule for truck being available
Charg an extra day to pick it up at 5 pm. And tell me I can't pick it up at 7 because they close at 7. So I either pay an extre day or I couldn't have the trailer for 6 am when my move starts. That trailer wasn't moving . Either way it was booked for me. Thievery.
Female staff r not good in customer service. Thanks
The front desk clerk was very rude
I had rented a van and had only used it and returned it in a 3 hour duration and traveling a total of 20km Extra fees are excessive with regards to advertised pricing.
I was disappointed that I was not able to pick up my truck until the location opened (my reservation was for 8am and the location did not open until 9am). This affected my moving plans and would have preferred to know this ahead of time so I could make adjustments.
Customer service was horrendous. I was moved from pick up location to pick up location numerous times and when I finally got a destination I was told I would get a discounted rate for the extra miles and did not get that discount. The truck I ordered was to have a 20' box and it only measured 16'! When we told by the rep (Very rudely) it's not their problem U-Haul as a company says they are 20'! Then again at drop off we returned purchased unused boxes still in the original delivery packaging with proof of receipt and I was not refunded for them! This company is appalling and any chance I get I will be relaying all of this information to anyone who needs a rental truck. Shame on you Uhaul!
Hard to locate behind a storage building and only had three parking spaces. Indoors was small and hard to socially distant. Only one out of two were wearing masks.
My family was pleased with our recent experience with U-Haul and would definitely recommend your staff expertise and your equipment Thank You
Have any requested equipment available and in the truck when the customer gets there.
My original reservation was for the location at Barton and Nash. If I was given the change to review this location I would have given it zero stars. I reserved a closed trailer and when I went to pick it up, the lights were not working. They had another closed trailer at this location and it too required maintenance. So no trailer was available for me for my reservation. Luckily an open trailer was available at the Rymal Road location so I took it. I really needed a closed one but I had no choice. I don't understand why the Barton and Nash location is not doing maintenance on their equipment. I could have been stranded with out a trailer . Poor customer focus.
Great storage facility!
Could be a bit easy on prices
Customer service was great
Thanks
Love the experience.. no issues.
Didn't have my storage locker they didn't put it on reservation when I called on March 18 I got there yesterday and they had to give me a bigger locker wasn't happy
Staff are amazing
Water damage on my stuff.
Brenda and staff are great, very helpful Thank you
Try billing your customer by the week and days, not just the month. Give they the option.
We had a very good experience and the staff accommodated our needs. We just noticed when we moved in the floor had some stains on it, appearing to be a leak from the storage unit beside us (#354).
i believe the young lady's name was brenda who help me, she was very friendly and walked me step by step through the process. two thumbs up brenda...keep up the good work michele lipsit
For a first time user, they were so patient in answering all my questions and offering options to better serve my move. First time yes, but definitely not my last. Thank you U-Haul Rymal/U.Ottawa.
I use Uhaul services a fair bit. I have not had any issues. They have been fair and provide good support.
It was most impressive how well everything went and less expensive than I thought it would be. I am one happy customer and I will definitely rent from U Haul again.
Horrible customer service , and the manager ( Brenda) Was useless. She did not try to help me when I called. We still need help 289-801-6544 Still waiting for someone to stop by with spare key
There was ice on the pavement everywhere. It was unsafe to load the car
The rep was very helpful and pleasant to deal with!
The manager on site was not customer oriented.
Facilities were very clean and adequate. Customer service on the other hand was very poor. Had dealings with Brenda Cayuga and she was very rude and unprofessional.
All was acceptable. I did wait for service upon return but once served all was well. Thank you.
Staff was very helpful and courteous, I had no problems in my dealings with u-haul and would certainly use them again.
Upper Ottawa & Rymal location is the best facility I’ve had the pleasure to use. Easy access. Clean. Staff friendly and helpful.
Worked for me for what I needed
The floors in the storage facility are very rough. The elevator is small and slow. Parking makes it difficult to access the card reader and gate.
The staff were friendly and helpful. The facility was very clean and secure.
All my expectations were met.
Thank you.. it was an awesome experience and I will definitely use U-Haul again if the need arises.
Staff helpful and pleasant. Locker clean. Would recommend speaking directly to staff at location rather than going through U Haul corporate for more accurate and personal service.
excellent staff and always were available to help whenever needed. facilities were well maintained and well lighted in the evening hours. We will always use U Haul for any of our storage or moving
Always willing to help with any concerns or questions you have .
Excellent customer service thank you.
Awesome
Reasonably Secure , why have 24 hour access and no light inside My door was froze shut a couple times with a foot of snow in front Snow melted, soaked all my box’s Shovel snow away from exit swipe
Over the years I did experience some problems with dampness, but these conditions improved.
Loved the atmosphere and everything about it. But buying a uhaul lock was the only down side experience. Other than that amazing staff.
Vacated my storage locker then received a bill the following month.
Had no problems, staff was helpful
Great staff and service.
fantastic service!
.
no comment the services was good!
Does the insurance cover pests? nope. $1400 sofa....destroyed. $1100 loveseat....destroyed $1200 mattress...destroyed $900 refridgerator....destroyed Mouse pee and poop destroyed everything thanks
Everyone was super helpful, helped us choose exactly what we needed and explained everything to us clearly. I couldn't be happier with the service!
The entire time I use the storage I had problem , I ask for 24hr access was told I have it but the agent forgot to activate the service, no customer service
A3esome service
No brantford ON facility
Very nice people
The truck was dirty. I swept it out before moving my stuff and twice afterwards. There was a warning label inside the box that a $25 cleaning fee would apply if it wasn’t swept out... not impressed.
I found the staff to be very polite and helpful at all times. The locker was clean and easily accessible. If I ever need to use this facility again I will.
I really enjoyed this storage facility the staff are always friendly
Awesome customer service
Mice ate their way into some of our boxes and ruined a lot of items.
The facility was well maintained and clean..the staff almost useless, management always grumpy. Convenient place, just don't ask staff anything.. they won't help.
I use uhaul always for moving and storage etc.
Gentelmen that I talked to on the phone, and then ended up coming in person so he could show what unit looked was a great help nicest person I talked to get a quick quote on the phone very inviting.
Thank u
Very good and helpful staff.
2 tvs were stolen from the storage☹
Great service!!
friendly and organised
The only disappointment was that I did not get a credit back when not using the facility for the full time I paid for. I had to move my stuff 20 days before the end of the second month.
Brenda, Victor, Phil and all staff are consistently safe, courteous, kind and professional. This is the service all U-Haul employees can be measured by, as they are true assets to your company.
Great
Very clean and secure facility. Will recommend to friends and family!
fantastic service
Well maintained facility with good access and clean, dry storage area.
Thank you for looking after my belongings. If I ever need to have a storage unit again I will certainly choose U-Haul. I highly recommend your storage units. Thank you again. Sincerely Kathy
