Customer Reviews for U-Haul Moving & Storage of Innes Road

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.

Testimonials from recent customers of U-Haul Moving & Storage of Innes Road

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Mathieu V. on

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Customer did not leave a comment.

KEVIN M. on

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(1) Need more staff to deal with even the smallest crowds (2) Need clear upfront FAQ on extra insurance. Didn't get it simply out of principle. Just feels (and is) a money scam.

Christian C. on

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In May I reserved a 20 foot truck for our move of June 29th. We got to the U-Haul location on Innes (Ottawa) 30 mins early, as required by the company and started the self-pickup process using the U-Haul app. Immediately, the app said that a piece of equipment was unavailable and that I had to go inside. Thinking that the dolly that I had reserved was probably missing, we waited 40 mins in line. I then showed my reservation to the person at the counter and he told me that my truck was unavailable... that there simply was no truck despite my booking: "They" had overbooked them. Confused, I asked for clarification, asking what was the point of making a reservation if no equipment was available. At that point, the staff became aggressive and one guy raised his voice, telling me to leave if I wasn't happy. I then asked whether I should have confirmed the reservation the day before. They answered that they could have told me a week in advance that the truck was overbooked. When I asked why then they hadn't tried to inform me of the situation by calling or emailing, they just got more aggressive. Clearly, they wanted to get us on site so they could sell us the next best thing. We were dupped. We had no other choice but to rent a van which made our move four times longer. There was never any appology. They simply did not care. I have never seen such poor customer service. This franchisee is a shame to that company. U-Haul should know how poorly they treat people. Please save yourself the pain and go elsewhere.

Pierre D. on

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Your reservation system is too complicated.

Yves L. on

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Very bad customers service...wait 30 minutes to be served with nobody ahead of me.

Hubert v. on

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I took way too long to get served. The whole gas up to 11/16 th is a joke. It is next to impossible to gas up to the same location. You need to go back to returning the gas tank full by each client. Your existing gas up policy is profit motivated not customer friendly.

Patricia K. on

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Cleaner cab.

AMANDA P. on

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The online reservation / pick up and return is a disaster and it takes forever . It also charged me 400,000$ because it’s not user friendly . There’s a zillion questions and steps . Worst online reservation system ever .

Jong-In B. on

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Nothing against the pickup location, but terrible experience with U-Haul schedule and customer service. I got sent to a location much further than the first assigned location. This increased my bill because it added 30kms to mileage. As for customer service, I got hung up while waiting for a call transfer from one customer service agent to another, when I called to have a schedule issue resolved. Overall, I wasn't impressed at all with UHaul, and will not recommend it to anyone.

Kevin K. on

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They have charged me for 2 days when I only had the van for 4.5 hours. Tried to contact the centre but always being put on hold for long periods. Sent an email and still no reply. I will be cancelling the whole transacting from my credit card provider

nathalie c. on

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Customer did not leave a comment.

Scott C. on

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Nothing much, the wait was a bit long but that was a customers fault for being clueless

Wes R. on

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Fill up the truck with gas before turning it over to the customer

ERIC F. on

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Stood around in the store for 10 minutes before any employee acknowledged me. I just needed to pick up the keys but 4 employees ignored me completely until I had to interrupt one to ask for me keys. Was not impressed by the service in this location. Was there at 8:10am on July 11. Camera would show me standing there and no one acknowledging me.

James W. on

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Customer did not leave a comment.

Ian M. on

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Great service :-)

Peter K. on

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First experience with U-Haul. Have nothing to compare it to.

Enrico D. on

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I had booked a 10 foot truck but was given a 15 foot which was way more than I needed. I was not made aware of this when I checked in, only when I went out did I realize it was not what I asked for. The truck dripped oil all over my driveway, and it ended up costing me more in gas. The camera system to register dents did not function, I had to ask for the paper version and no one seem to care about it. I did not feel that this interaction was dealt in a professional manner.

Mustafa A. on

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Great service

Joseph B. on

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Customer did not leave a comment.

jason a. on

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Service was slow. Staff not well trained. Truck was dirty from previous client.

Francois C. on

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Customer did not leave a comment.

Lise M. on

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I waited 1 hour with a reservation. The staff were not efficient, the computer program was bugging all the time. Then I waited again at the rental vehicle. You need more staff!

Pierre B. on

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Customer did not leave a comment.

Timothy N. on

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My reserved truck was not there when I went to pick it up. Thankfully the customer service rep was able to give me a larger truck for the same price. Kudos to that rep for saving our move!

Joseph V. on

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The customer service was subpar. My initial pickup of the vehicle took 1 hour. Upon returning the vehicle, I stood in line for 1.5 hrs. When I picked up the vehicle the truck had 3/4 gas in the tank, however, when I returned the vehicle they tried to charge me for 7/8 tank. My wife ended up paying, however, given the very poor service and their misdocumentation of the gas, I am requesting a refund for the amount of $42.80. I most definitely will not be renting from this location again and will be sure to pass this along to friends and family.

robert l. on

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Micheal was extremely in setting everything up for me ,,, mu ubox was ready and waiting for me,,excellent service and great communication would recommend it to anybody,, clean place and excellent manager,,

Honza P. on

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Waited 45 mins in line even though I checked with the online check in feature. Had no appliance dollys even though when I called the night before I was assured there were some there.

heather g. on

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Customer did not leave a comment.

Christopher K. on

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Carolyn L. on

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A huge thank you to Michael Perseo who went above and beyond to help us out with a situation from another location.

roberta k. on

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Customer did not leave a comment.

Joanna C. on

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jean L. on

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Not cheat customers with the km. The kid wrote the km of the van from his desk and it was not the actual km on the van. The van was not delivered with a full tank. They took the van for a wash before delivering it to me and want to charge me the km and gas to do so. Very dishonest practice. They refused to adjust the cost to the right amount on my credit card. 8$ too much that assures I will never return to U-Haul

olivier c. on

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Customer did not leave a comment.

samuel c. on

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This location was the slowest U-Haul location I have been. The staff is slow. The process is slow. And everything that have to be done with the cellphone makes is painful. I use to be able to rent a U-Haul within 10 minutes and I had to spend 1h15 in the store.

dennis s. on

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nothing

Christopher D. on

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Stop advertising that you will take debit if you won't actually do it. Also try to have your managers not yelling at customers over simple matters

william b. on

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Slow, took a lot of time checking in and out, I was enrolled in assisting in making sure all lights etc. were in order, I was on hold for 8 minutes. I was bothered by your milage charge, over a $1 a kilometer was a surprise and I feel a bit of false advertising. I think you have work to do in all aspects of client service, the people were nice that I interacted with, just not enough or the systems let them down as well as me

Marc T. on

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Easy at all stages. Thank you

Stephen W. on

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There was a significant wait to sign it out. I waited 45 minutes to get served. It would be better to have more staff during busy periods.

Michel L. on

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The service is always professional and reasonably quick compared to other retailers I have used in the past. They also provide sound advice on the best methods to use and avoid delays and difficulties.

Thompson A. on

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Truck drove fairly well, but shocks were no good at all. Expected for a truck above 130 000 miles.

Paul B. on

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The phone pickup locator did not work despite all smartphone settings being turned on and everything seemingly in order. Had to complete rental in store which saw us having to wait in line for about an hour. Thankfully, the staff was very friendly and helpful so no other issues. Would be nice to have some kind of check ahead of time to verify whether or not specific smartphones are compatible with the lot pickup feature.

Steve W. on

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Would need to speak to someone over the phone...

KEN S. on

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Person swearing over the radio and one of the sales team was rude to a customer.

igor p. on

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Booked the truck for 9pm pick up online. When I got there the store was closed. It closes at 8 PM apparently that's what the stuff told me and their online booking system sucks that said.

Richard T. on

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Customer did not leave a comment.

Josée C. on

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Pierre J. on

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Wait times way way too long, staff disorganized to point of chaos. Worst UHaul ever visited.

Daniel P. on

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Customer did not leave a comment.

serge l. on

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Make people aware when they are reserving a truck that its not a 24 hour rental. More staff means less line ups. 1 hour wait time in a line up

Maurice C. on

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Not randomly cancel my reservation.

bill p. on

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Customer did not leave a comment.

Al L. on

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The service is extremely slow. The attendants were most preoccupied with personnal phone calls than the client.

Zachery l. on

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The steering wheel need to be fix on the truck I had, when drive straight the airbag and horn part block the speedometer.

alli b. on

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Very unfriendly staff. Cold and unwelcoming. Client service is part of their job... that includes smiling! And saying hello or acknowledging every client that walks through the door even if you're with a customer, say hi, I will be with you shortly... sorry for the wait, etc. And just because you said it once... say it again if they are waiting more than 5 mins. It will go a long way. Corporate made cuts to staff... you know towards the end of the month it's busy... why would you only schedule 2 guys on the weekend?!?!?! You knew this long before. It's not like you just decided to get into the rental business!!!! It's all about saving money and clients get the short end of the shit stick. Just because I don't have another choice... doesn't give you the right to provide shitty client service. Everyone in this location is unhappy. Why?! You are paying them to see there and part of their job is to provide client service. Would not recommend any of your locations because your bottom line is all about $$$$$

Frank A. on

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Customer did not leave a comment.

TOM F. on

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When returning the vehicle -- no one was outside to receive the trailer and close the order. Seemed like general confusion due to lack of staff.

erick k. on

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All staff, without exception, must be patient and helpful with all guests.

Philip A. on

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Self serve pickup and return with mobile device are awesome! Avoided the traditional 30-60 minute wait for pickup and was easy to do...

Joshua T. on

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The truck we recieved started leaking fluid from the front brakes. I don't know if it was leading at the yard but it was very obvious when the truck was parked for the load up. After being on hold for 30 min, we were told that a mobile crew is "on the way." Though noone showed up, 45 minutes later we recieved a call from U-Haul saying the truck wasn't fit for driving and told us to drive to Coventry to pick up a new truck. When we arrived at Coventry and talked to a sales rep, they did not know we were coming! A great thanks to this sales rep because he resolved the issue quickly and efficiently. Granted my personal circumstance do not factor into service provide to me, but my daughter was born a mere hour before the start of the move. I lost alot of time with my fiancee and daugther in the hospital because of poor communication and having been provided a truck that was not in good repair. I would also like to note that I spent almost an hour on hold on the phone across two calls.

Maher B. on

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Had to wait forever everytime I was there! Everything is slow, the computer system, the lineup... I will never go back there.

Pierre D. on

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You need more staff....service extrêmement slow on sunday.

alli b. on

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Customer service is terrible. On a busy weekend, you knew it will be, you staff 2 emp at the desk! I waited 1 hr & 40 mins to talk to someone. All to save $ from a Corp position! Terrible client servi

jaimes q. on

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I was suppose to have a truck rental from 9am-1pm. I was not served until 9:55am but still had to bring the truck back for 1pm. I was rushed to move, this has caused me to do several trips after with my car to complete my move.

Ronn B. on

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It took me 1.5 hours to pick up the van. The computer they are using is quite slow so the process to check-in took some time.

Robert v. on

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One thing I’m extremely disappointed in is the amount of stuff that must be done by the consumer . The express check in , the self inspection and the online return . I absolutely refuse to use self check outs at retail outlets as they take away employment opportunities for individuals . I understand keeping overhead down and efficiencies but I would rather wait a bit longer and pay a bit more to have people employed. It’s better for the economy . With this being said when we returned the unit just after closing we along with others at the drop off were unable to either understand or utilize the online drop off . We spoke with employees who were still on site and they instructed us to just leave it and they would deal with it in the morning which they did . I have always enjoyed my past experiences with U-haul but because of the above mentioned move to the self check systems I will probably utilize another rental company moving forward in my effort to get people working .

Shanice I. on

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It was quick and easy to get everything sorted. Would recommend using them anytime

Stephen C. on

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Understaffed. Short of equipment. My guaranteed trailer was not onsite. I had to wait for a return to arrive. I booked a much closer location but was sent to this one instead.

Mathew G. on

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Staff was friendly enough. Operations need a lot of work. It took way too long to pick up and drop off our truck. This location often doesn’t have trucks for people when they come to pick them up, as per their reservations. It’s really weird how bad uhaul service is. The staff seem to be trying but have no support at all from corporate. The company really needs to start giving a shit about their employees and customers.

Johanne l. on

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Customer did not leave a comment.

Paul M. on

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The individual people working there were very nice and helpful. However, we arrived at 9 o’clock, there were 4-5 groups in front of us in line and we didn’t get to the counter until 9:45. When the guy at the counter radioed the guy outside telling him to pull our truck around he said the truck wasn’t there. For about 20 minutes we we’re being told that there wasn’t a truck for us (despite reserving weeks ago and getting a confirmation) and that we were going to have to use a cargo van instead which would mean making multiple trips. In the end, they did find a truck for us but the whole process was very painful and we didn’t end up leaving until 10:15 which really threw us off schedule.

denis h. on

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Not advertise at $19.95 when there’s so much to add on and not known... gas + mileage + insurance + ...

J A. on

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Took to long in line. Almost an hour

JEAN PAUL M. on

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To not making customer to pay 150$ for old domages did by another customer. This location charged me 150$ for old scratch did by another customer long time ago.

Sami M. on

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Was accused of damaging vehicle which was falsehood.

Don B. on

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Tires were bald and I had to notice this and request a different truck. Also my reservation was changed at the last minute even though I reserved a month in advance. I was not at all happy

R-Andre C. on

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I would not recommend Uhaul because it is over priced and works on false advertising. My bill says $19.95 plus .95 per mile yet you charged me $15.00 insurance that I did not agree to and I only used approximately 10.00 worth of gas yet, to fill it cost $20.00. I feel extremely taken advantage of and won't use your service again.

dennis s. on

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no problem anywhere it was a pleasure to deal with u haul thank you

Shanice I. on

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Customer did not leave a comment.

Roger C. on

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Customer did not leave a comment.

Kim C. on

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Eric took care of my return rental quickly and efficiently. I would definitely deal with this location again.

Matthew T. on

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Waited over one hour in line. The line was not overly long. Staff was very unprofessional and electronic equipment was unreliable and malfunctioned several times.

Francois B. on

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My customer experience at this location on Innes in Ottawa is poor. The staff do not offer professional service and do not appear to care or like their jobs. Most I’ve dealt with were not friendly and service is extremely slow. A pick up or delivery can take over an hour easily. I have rented several trucks at this location and got a similar experience every time. I would not recommend this location. I am currently looking for another company to rent from in my area. U-Haul on Inness has a great variety of trucks but offered me a poor customer service experience so far.

Peter S. on

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Customer did not leave a comment.

Francois C. on

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Customer did not leave a comment.

joseaph paul syl b. on

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Both at pick up and drop off, the doors were opened past the Open time (7am) 725am on pick up someone showed up and 705am at drop off, then we wait until they unlock and get settled in. if a business says they open at 7, it should be ready to operate at 7! the staff was very unprofessional. It doesn't look to good for a new business location in orleans. i wonder how the service will be for the storage units.... not too convinced

ANDREW B. on

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The in-office staff were extremely helpful and professional. Initially, I tried to book this service with the National U-Haul call service and it was not helpful; staff had no information on the sites or the stock and only wanted my billing information. When I explained the appointment time and need for pick-up they referred me to the regional office managment at a Quebec number. I never did get through and I ended up cancelling the service booked because I had no confidence it was actually set up as requested. I ended up driving to the other side of the city through rush hour traffic to the Innes Road site to get service and to understand what could and could not be done. The young lady at the desk was especially helpful. I will never contact the call centre again. I used it several years ago and there were problems with pick-up and I was asking questions to try to avoid this again. In the end, it is not a reliable service for the customer and it wastes time. My recommendation would be that if there are time constraints do not use the call in service. I don't mean to be harsh, but this called confirmed my experiences several years ago were standard service and not a glitch.

Jean-Marie B. on

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Customer did not leave a comment.

Pierre J. on

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Worst customer service ever. Manager out of control and yelling at his employees. Not renting here again.

Pierre J. on

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Horrible service, manager yelling at employees just trying to do their jobs, store opened 20 mins late, way too long wait time, never renting here again.

Matt C. on

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Customer did not leave a comment.

Michael B. on

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I waited in line for 2 hours to pick up a vehicle that I had reserved. This is unacceptable. Moving is stressful enough without having to worry about whether the help you have will wait around 2 hours on a Saturday. There were no apologies offered and it seemed like they knew we had no choice but to wait as we would not be able to get a truck elsewhere. Maybe having enough staff on a Saturday that falls on the 15th would be a good idea. I will pay more and go elsewhere next time.

Jean Marc P. on

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Did the express check in but still had to wait 2hrs in line to be asked the same information i put in online, once at the counter. Online return is not straight foward

Murat Arda S. on

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Focus on making waiting times shorter - we waited for 1.5 hours When booking is guaranteed, ensure client gets what they want - we were told we were lucky we are getting what we reserved Hire more employees in peak season - only one person was multi tasking Ensure General Manager provides exceptional client experience - General Manager was grumpy and did not bother to reassure clients, looked like was working forcefully and does not appear fit for the role Overall, I will ensure myself and my friends never use this location ever again, my previous uhaul experiences were pleasant except this one.

Andrew F. on

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Customer did not leave a comment.

Peter C. on

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Waited in line 90 minutes to pick up my truck ... this process needs improvement. The staff were excellent despite this systemic issue.

CYNTHIA H. on

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I don’t like the fact that there is minimal contact with employees. They send you a picture of the truckZ No one comes out to walk around the truck or even take you to it or bring it over. If this is how all locations operate now, I would leave my comments as is. If many still have a more personal approach, then I would definitely lower my review.

Gilles R. on

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Nice place. Owner should supply rain suits for employess ?? Cheap ???

Andrew G. on

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Nothing. Installer fast and very personable

Denis R. on

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Timeline for installation of a hitch at Innes Road in Orleans was unacceptable. More than 24 hours to get the job done.

madeleine s. on

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Fantastic service also

ray b. on

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Customer did not leave a comment.

sylvain m. on

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Better the interaction between customers and staff. Even if you're a supervisor; have the respect to acknowledge the presence of the customer and let them know " I'll be with you in a few minutes, just taking action on this online request." Not just be there at the desk, and button pushing without acknowledgement. Thank you.

David M. on

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This is the worst service I have ever experienced in my life. They are so slow at check-in and not very friendly. I had a reservation for a 5x9 trailer when I get there they finished the contract I paid by CC than go out to hook it up they cant find it. They do not have it on the lot as I guess it was in for service. I have contractors waiting on the job site for me to come back and now after I reserved the trailer took time off work and paid for the trailer they don't have one. Very frustrating the GM told me this is always like this and complain to the IT department not him. Unreal horrible service.

ryan c. on

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My overall experience working with U-Haul was terrible right from the get go. My appointment kept getting rescheduled without my knowledge, the installation took over 5 hours instead of the 2-2.5 hours that was promised, etc. I asked to speak to the General Manager (Mike) to voice my frustration and was told he was too busy to talk to me and to not expect "anything" if I did speak to him (deals or discounts). I did end up asking for a price adjustment for something and was told it was not possible to change the price for anything, when I could clearly see on the screen the field where the price could be modified. Brutal experience. Fingers-crossed the hitch was even installed properly... :-/

Richard B. on

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I thought the vehicle was full of unreported scratches and that it should be looked after much better so clients wouldn’t have to waste their time taking so many pictures, so much that I couldn’t download anymore on your site

Michel L. on

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Having someone walk out to the vehicle with me to make sure everything is alright would have been nice. I was given keys to the wrong vehicle so the odometer reading was wrong and I had to return to the showroom. Help ajusting the manual mirrors would be appreciated. I was charged an extra day but this was rectified over the phone no problem.

marc l. on

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Customer did not leave a comment.

rosie w. on

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I had good experience everything went well.

Anna N. on

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Be more organized and have everything ready on time. The staff didn’t seem to want to be working that day.

Youssef A. on

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The process was a bit slow picking up the rental as well as the return. 40min and 20min.

joshua L. on

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Need more staff at the front counter.

Troy M. on

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Making sure 6x12 trailers are working. If not remove them from inventory permanently.

Bogdan K. on

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I was very impressed by a staff member who helped me book a trailer for the next day while staff were waiting in the parking lot for the fire department to check on a fire alarm that occurred in the building. By the time the fire truck arrived Brandon had booked my trailer reservation for the following day. Well done !

mike m. on

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We were quoted 40 cents a KM when we went in yesterday and reserved the truck, We were told in store we didn't need a credit card and today a different story, 29 cents more than quoted per KM. The first truck wouldnt start. The truck I recieved got a flat tire. Obviously poorly maintained. Worst service Will not be returning.

Sandra M. on

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I tried to return the truck later on a Saturday evening but found that I could not use the online return process. When I returned on Sunday morning however; the lot associate was very helpful and quick in processing my return. Certainly a better experience on returning the truck than picking it up.

chris k. on

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Customer did not leave a comment.

monique v. on

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Although I got the first month free, 2 of those weeks I was not able to access because of the shut down. If it wasn’t for the exceptional service frm your manager Mike, I would change storage company.

Pierre D. on

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Customer did not leave a comment.

Diane O. on

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Customer did not leave a comment.

Antony L. on

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Don't know how other U-Haul outlets are set up - but there should definitely be 2 service counters, one for those who have pre-booked everything and just need to sign & pay etc, and another for people who ask 'well, I don't know, would I need that many boxes, or could I maybe store the things here and it might be cheaper in the long run, or maybe I could just rent the truck for longer and keep the stuff in there for a few days,,,,etc". These 2 people should not be in the same queue.

scott l. on

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Second time in six months. Still horrible grouchy customer service.

Roxanne B. on

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I went to the location a month before to reserve a moving truck. I received confirmation of this by email with a reference number. When I got there to pick up my truck they didn’t have any inventory. I was stuck with a smaller truck which took double the time, double the gas and double the mileage fee. I will not recommend uhaul

Wayne P. on

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Answer your phone and be more empathetic to your customers situations and problems with your services. Adapting an "it's not my problem" attitude is terrible customer service.

sandra w. on

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Wait times are TERRIBLE. You know the first of each month is going to be busy. You need more than two customer service reps inside and one in the lot doing returns! This isn’t the workers’ fault, it’s management. Unbelievably slow.

James C. on

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Unorganized. Wasn't very busy for a Sunday but the still have trouble managing the line, costumers , and trucks. Truck was fairly clean and drop off went a lot faster.

Maurice R. on

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Customer did not leave a comment.

J.Rene A. on

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Stop dealing with the neighbourhood dealer in Gatineau. He confirmed rental online, could hardly speak French or English, confirmed pick up/return at his place by phone, and then had to pick up/ return in Orleans. What a screw up...

Francine C. on

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Staff at counter are friendly but you need a better system as wait times are long and if problems arise we wait even longer

Michael H. on

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trailer that I had reserved was not there the day of pick up, alternate trailer did not have working lights, 3rd trailer did not have a ramp as requested but I needed something so I took it. Unfortunately the process took over an hour to check out, so not a super experience.

nwamaka m. on

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VERY VERY POOR customer service, super slow. They male no effort to help, had to find stuff myself. Worst customer service I have seen in years!

Abdi M. on

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Customer did not leave a comment.

Tommy A. on

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Customer did not leave a comment.

Jim C. on

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Service was terrible, wait in line for 2 hours 1/2 people was furious yelling in the store unbelievable never again.

Lisa h. on

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Confirmed truck rental was broken down at 8:30 am and no one called (by 5 pm) to let us know, waited over two hours while they tried to fix the truck and took no accountability for any of it. Waited 45 mins in like to be served. Manager was ignorant and blamed everyone else accept their mistake. I would NEVER recommend this service to anyone. In fact, I will make sure everyone knows how bad our experience was. Completely unprofessional, unpleasant and unacceptable!!!!

Abdul Shakoor N. on

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Customer did not leave a comment.

Gary P. on

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The price for milage 1.11$ was way too high I thought you had a good deal 19.95 per a day I had the truck for 1/2 hr drove17 miles and the cost was over 42$ twice the price you showed for 1/2 hr I will think twice about renting again

john g. on

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Nothing.

Sean S. on

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Customer did not leave a comment.

Kevin B. on

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Customer did not leave a comment.

Mark C. on

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Customer did not leave a comment.

Melih E. on

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Customer did not leave a comment.

Joe M. on

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It not do much this location but uhaul as a whole!!! There was a large line and only 1 person serving. We waited over 1 hr. I reserved on-line. And was told to go there. When there told yo go to this location. They could not find my reserve in the system. Didn't have the trailer i needed set me up with the wrong trailer. Cuz it all they had. We barely were able yo work with it. But the return was great the lady that helped us was great.

Don B. on

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There should be a 1/2 day charge. I returned a covered trailer for 2 days & 2 hours after the time I picked it up & got charged 3 full days. I told them not to rent it til the next day as I paid for it but he said it goes back in the system to rent.

andre d. on

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Customer did not leave a comment.

Marie-Pier A. on

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Everything was perfect except for the waiting time at the desk in the morning, even though I had already reserved the truck. If there can't be more sales representatives, at least write it somewhere that we should be expecting a long waiting time in line.

Grace W. on

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Have more than one staff working the desk on a Saturday morning. Have staff working that are trained on the systems. Have staff explain billing and drop off process at pickup. Have staff that are well mannered and polite. Help customers first instead of mopping out multiple trucks before acknowledging them.

Guy G. on

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-Location itself was correct. -But no one was there and I do not have data on my phone. Luckily my wife was with me for pickup and she has data on her phone. I suggest that drop-off location have wifi-available. Could even give the password in the drop-off text-message.

sylvain m. on

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Have pre made extension cables for the trailer hookup light kits, to reduce wait time when getting a trailer.

CHARLES G. on

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Went to uhaul 2 days in a row to rent storage unit, and to rent trailer.. both times had to wait 45 min to be served with only 2 or 3 customers ahead of me. and by the time i was done my registration, it was over an hour before i could get started. Uhaul needs to review how to make the lineup a better flow!

Peter B. on

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Customer did not leave a comment.

Jean T. on

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Faster counter experience please. You guys MUST know to bring in extra staff when you have several reservations already booked. 45 minutes is way too long to languish in the lineup waiting for the vehicle. Some people who don’t even have a reservation and are served before those who do ?! The rest is pretty good.

Michel T. on

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Great experience, went above and beyond to accommodate my times due to house closing changes.

Sandra J. on

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Customer did not leave a comment.

Judith B. on

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Terrible services , overcharged , disrespectful staff , understaffed , waited 2 hours for pick up

jeannette H. on

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Customer did not leave a comment.

Daniel F. on

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- Had to wait over a hour to pickup the truck , not well organize at all too receive customers - Been overcharged on my bill as per my estimate and all options were met and in time , will have to go back and see why and to be refunded !!

bill w. on

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keep up the good work!

Carson G. on

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Get better organized. The staff didn’t seem to know what they were doing. It took 30 mins for the pick up of our truck and there was not a line up of people. This should not have happened

Doug B. on

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A minor point but on booking the vehicle. the customer should be told that they will need to supply the name of someone to be an emergency contact. Having to find someone home to meet this need wasted about 20 minutes during the checkin.

Ethan V. on

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Tried the mobile pickup. Web app was great. The keys for the wrong vehicle were in the locker. The process for picking up a rented dolley was not clear.

Christopher B. on

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The shifting of the onus for vehicle inspection to the customer is absolutely unacceptable. It should not be incumbent upon customers to inspect and note damage on your products. I will never rent from, or do business with U-Haul again. This is absolutely a ridiculous move that shows how little U-Haul thinks of their customers. I'm not employed by U-Haul and I didn't get a discount on my product for the services I rendered to you by doing your employees job for you. Inspect your own vehicles and provide an actual service instead of a key pick-up/drop off and I'll consider going back. Until then, Discount is looking pretty good.

Dennis P. on

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Customer did not leave a comment.

Gern A. on

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Actually, everything went smoothly. I was stuck in traffic, so I called ahead to let U-HAUL know, stopped and bought coffee for the morning crew, arrived, checked in, and handed over my keys. The installation went smoothly. The lad who installed the hitch, even let me know about a hole in my exhaust. This is great customer service. A great experience. Thank you

Terence M. on

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I was not impressed that I was charged an extra day for about 1/2 hour late returning the rental.

Michel M. on

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Customer did not leave a comment.

Paul B. on

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Customer did not leave a comment.

tom w. on

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When somone reserves a truck and is told were and when to pick it up, does quick check in, then still stands in line for over an hour to be told there is no truck and nothing they can do really messes up someones day. Then get sent to two more locations to be told there is nothing available after they were told there was is the most exyremely unprofessional experience I have ever had. The yellow sticker on the windshield showed the truck is being rented out illegaly as it was over a month past its yearly safety. Will do my best to pass on to all not to use U-Haul services and try someone else. -10 rating can not even put a poor rating as it was worse than poor. Once again looks like I have to give 1 star although the company does not deserve it!!!!!!

Tree C. on

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Excellent service on a very busy day! Many thanks for all your help.

Catherine H. on

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It was a very busy day and there were not enough employees to assist the customers causing major delays. The reservation system is archaic and unreliable. I hope I never need to use U-haul again.

sarah a. on

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This experience was the most pathetic showing of a major company I have ever seen. We reserved 10’ truck in advance, confirmed it was there to be told only 26’ truck available and we had to pay more

Denis V. on

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Excellent team. Paul’s exceptional customer service directed us to this location! Well done sir

kathy c. on

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I have absolutely nothing bad to say about my move into the new U-Haul facility. The truck rental was smooth and the onsite staff went above and beyond to help me unload my belongings.

christine n. on

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Very good service and very easy acces to storage unit. Beautiful faility and I was able to find everything for moving. Thank you Michael and staff

Samantha H. on

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N

Denis S. on

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Not satesfied at all.

David D. on

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Fantastic experience during a difficult time. Mike, the manager made my uhaul experience a very good one. He really cares which shows. I would absolutely recommend. Thank you Mike!

sharon B. on

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I am still waiting for the credit for a charge for storage that was taken from my Mastercard after I vacated the unit.

kevin d. on

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Michael was very helpful

Hank R. on

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The facility is under renovation so it is difficult to rate it properly but it is the best it can be considering,

Richard J. on

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Initially I thought we were going to have a problem getting our pods loaded for delivery but the attendant went above and beyond to get a forklift operator in to load the trailer. Great service.

Steve L. on

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We had our U-Boxes shipped from Vancouver to the Innes Road location. Michael was very professional and helpful. We confidently recommend you to consider this location for your moving&storage needs.

Francois T. on

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- Made me drive all over the city to pick up trailers and UBoxes at different locations because they were not at the locations Where I reserved them. - Charged me $800 for 4 extra days of storage.

Ronald C. on

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experience from start to finish was unpleasant. Reserved unavailable at promised time. Waited 1.5 hrs to access box on move day. Billing issue unresolved, met in person, sent e-mails, phone left mesg

suzanne p. on

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Very helpful staff, let us used a dolly several times which was very handy.

Taryn A. on

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Excellent service. Contents were intact when we picked up. No issues.

Nathan L. on

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Uhaul is the worst experience I’ve ever had. Will never be using them again. The innes centre was fine and the people there probably the only ones in the whole company that don’t completely suck.

Nathan D. on

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Pricing on website is not honest. Service is extremely slow.