Customer Reviews for U-Haul Moving & Storage of Kanata

Rating:

1.0

Not good

Rating:

1.0

Why do I do the check in if I have to go in the front and fucking redo it !! Waste of time

Rating:

5.0

Charging more to drive and drop off at another location is a little crazy if you ask me. Ex. Ottawa to BC $1200, Ottawa to Bc with return (renting for 15 days) $200. The idea of U-Haul I thought was to help move. If I’m leaving a place I don’t want to drive back to return an item.

Rating:

4.0

n/a

Rating:

5.0

Brand new location, clean, spacious, and lots of trucks.

Rating:

4.0

The truck was in the wrong spot and did not match where it was shown to be on the map. It made for a frustrating pick up experience

Rating:

5.0

Great location, very clean (new facility), lots of parking for your cars.

Rating:

5.0

Owner or person working the counter was friendly and provided excellent service. There were many trucks and trailers on-site and the hours made everything very convenient. Previous comments about trucks being at a different location are not factual, or not now. It may have applied when the location first opened, but now there is storage, trucks, trailers, and all amenities available.

Rating:

3.0

customer service skills are lacking, experience was slow and slightly painful. staff seemed annoyed they had to work to help us.

Rating:

1.0

Staff at 30 Frank Nighbor Kanata location did not prepare Truck for pickup. It was not parked on the lot, not cleaned up (grease on floor of back, transferred to belongings in transit), did not have requested appliance dolley ready, and the rental order wasn't done properly in first place: were given insufficient mileage for a one-way rental return, resulting in 35$ of extra charges. How is it uhaul didnt check to see how far we were driving before deciding an insufficient number was acceptable? Staff at Frank Nighbor Kanata need some help.

Rating:

4.0

I would recommend more available employees as waiting times can get lengthy when lines start forming. A line of 4 people can be a 30m wait or more…. Not employees fault, rental process takes time and they should have at least 3 people there to take care of customers

Rating:

5.0

Thank you for all the coordination and timely notifications!

Rating:

5.0

I rented a motorcycle trailer, but the trailer's ramp was not long enough so on a perfectly level ground my motorcycle didn't have enough clearance to get it into the trailer, so I had to use a nearby lawn with incline which allowed me to roll the bike from the lawn to the trailer. Please find some kind of solution to this - either provide additional ramps to extend the build in ones OR at least notify your customer about possible clearance issues which may damage the bike.

Rating:

5.0

Great location that always exceeds my expectations

Rating:

5.0

App did not work for pickup had to go inside. Then I was given keys to a truck that was sandwiched in the middle of their whole fleet. Besides that it was the perfect rental.

Rating:

3.0

Staff didn't pay enough attention to the details and charged th

Rating:

5.0

The person I dealt with was excellent and provided wonderful customer service. Will definitively go back the next time I need a covered trailer or moving truck.

Rating:

5.0

We had an excellent service. Thank you so much!!

Rating:

5.0

Love the new look. Lots of room. Friendly efficient staff.

Rating:

5.0

A small smile can go a long way. The older gentleman at the check-in counter could be a bit more welcoming; a warmer approach would really enhance the experience.

Rating:

2.0

U-Haul needs to be much more transparent with their fees. The van was advertised as being only $19.95/day but did not easily disclose the insanely high mileage/km fees. I was told that I could return the vehicle a little later and then had to negotiate to not be charged for an extra day. In addition, the eco fee charged was not disclosed and I was charged double from what should have been charged, in addition to the taxes added to the km fee, rental fee, and eco fee. Fortunately, I was able to negotiate a better rate. Lastly, the terms and conditions were not disclosed at the time of booking or when the vehicle was picked up, and the explanation was that I was sent an email AFTER picking up the vehicle. That is not how contract law works. All terms and conditions are supposed to be disclosed when signing, NOT AFTERWARD. This is a very untrustworthy, unscrupulous, and deceptive company. Very unprofessional.

Rating:

1.0

After dropping off I have received an invoice with some additional charges without explanation, and email recommended for questions is not excepting new emails(got error sending it there), so I can't ask a question. What is that charge for?

Rating:

5.0

customer service people are very professional and friendly. Very pleasant experience.

Rating:

2.0

Dear U-Haul Support Team, I am writing to express my deep dissatisfaction with my recent rental experience, which not only disrupted my entire schedule but also caused significant inconvenience and financial strain. I specifically reserved a truck of a certain size for Friday, ensuring availability and confirming all details in advance. However, on Saturday, I was unexpectedly informed that the truck I had booked was no longer available—even though it was still listed as available on your website. As a result, I had to rebook over the phone with one of your agents, who unfortunately forgot to adjust the pickup method. This led to over 1.5 hours of wasted time dealing with support just to access the truck. To make matters worse, I was ultimately provided with a vehicle 2.5 times smaller than I originally reserved. Because of this, I had to make multiple trips, putting far more effort into loading and unloading than planned. The smaller truck also forced me to drive longer distances, increasing both mileage and fuel costs—especially since the vehicle was in poor condition and consumed an excessive amount of gas. This experience completely disrupted my schedule on a holiday weekend (Canada Day) when I had carefully planned everything in advance. Instead of spending time with family and enjoying the day, I spent it dealing with avoidable problems. I am willing to pay for the service I used, but I strongly believe I should not be charged the full amount for a booking that did not meet even the basic expectations. I ask that you review my case and offer a fair resolution, as this situation was caused entirely by system and staff errors on your end.

Rating:

5.0

Have a sufficiant supply of dollies.

Rating:

5.0

This is my favorite location of my U-Haul needs. While there are other U-Haul locations closer to where I live, the level of service here makes it well worth the drive.

Rating:

4.0

Not clean where to drop off the trailer. Prefer some immediate acknowledgment that I had dropped it off. But overall it was quick and easy.

Rating:

5.0

Customer service was exceptional, professional, and friendly. Trailer was operational, and seemed to be free from damage. The tires on the trailer were not inflated to the correct pressure, all were at different PSI, recommended/max was 65PSI, they read 73, 60, 67, and 18. 18 PSI is low enough that when loaded the tire could have failed, which at best would have meant a delay, and at worst could have led to an accident.

Rating:

5.0

Please do not put rental lorry and a bag in the truck if the customer has not requested it. Both the things use up crucial space that customer needs. It was really annoying for me with all the space needed.

Rating:

5.0

Dropped off after hours so no personnel were on-site.

Rating:

5.0

Friendly staff, easy rental experience

Rating:

5.0

Maria is very competent

Rating:

5.0

Friendly service

Rating:

5.0

Great new U-Haul location. Great staff. Great service. This will be my default location for U-Haul requirements from now on.

Rating:

5.0

Great service, truck was ready and clean. No issues with the truck or picking it up. Highly recommend this location!

Rating:

5.0

I moved from Moncton to Ottawa and everyone I have dealt with has been absolutely awesome. Thank you.

Rating:

5.0

Much much much better experience in Ottawa. Nothing bad to say, great facility well maintained.

Rating:

5.0

Excellent!

Rating:

1.0

My experience was utterly horrible. Originally reserved mid April for a cube truck for may 31-june 1. Get a call the day prior that the cube truck is not available…only cargo vans. Why reserve something almost 1.5 months in advance? We go to pick up the cargo van the following morning at 8:30 only to be told that the reservation was cancelled because we were there a little late. Not to mention that we waited in line for 50min waiting for our canceled truck. Also, the location of pickup was about 25min further away than the original pickup location. Once we were told that the reservation was cancelled, the attendant managed to find us another cargo van an hour away at the other side of Ottawa. We wait in-line at the kanata location for about 35 minutes. I provide my name to the attendant who proceeds to tell me that there is no reservation under my name. I then provide my reservation number. He said that I gave him the wrong last name…really???? So to sum up No cube truck. Reservation cancelled. Needed to pick up at a further location completely away from where we were moving. Extra trips due to size of truck. Horrible experience. I haven’t learned my lesson from my previous rental experience with U-Haul . Hopefully I’ve learned my lesson this time.

Rating:

5.0

The customer sales representatives were incredibly helpful and ensured that all my rental needs were met.

Rating:

4.0

It is the first time I rent a place of storage but the experience is over the top thanks to the courtesy and efficiency of the staff. I highly recommend U-Haul storage to safely store your belongings.

Rating:

5.0

Good staff at this location.

Rating:

5.0

A light in the unit would have been helpful.

Rating:

3.0

when i reserved my rental truck i was never told about 30 minute pickup window for reservation. so when i arrive 30 minutes later my reservation had been cancelled even though the Kanata location called my cell which i then told them i 1 was 10 minutes away. i locked key in truck at drop off location in Hawkesbury and they did not have a master key to unlock the truck. i then tried contating someone at uhaul and was always transferred to a call waiting status for at least 60 to 90 minutes total as i called back numerous times to try and reach a person. poor customer service via phone.

Rating:

5.0

The staff is very helpful. The location is nicely organized.

Rating:

1.0

Made me drive 2 hours and 40 minutes in extra time to my trip. Offered me a $50 discount for it on the phone and didn’t give it to me when I paid. I’ll make sure to never move with u haul again after this

Rating:

3.0

The women working at this location during my drop off did not have good customer services skills and came across very rude.

Rating:

5.0

The gentleman who was there at pick up was very helpful. Great experience all around.

Rating:

5.0

I would like to give a lower star rating because there was an issue with the computer Internet connection that took about an hour until my rental was processed. However, the staff are excellent and I don't want to have a lower star rating reflect upon them.

Rating:

3.0

Terrible customer service

Rating:

5.0

The truck leaked water from the rain inside and soaked a lot of my stuff including a couch and mattress along with a lot more. When trying to get any help with this nobody was able to support. I was offered to have a new truck brought to me at 9pm so we could off load an almost full truck and reload it how ridiculous! My couch is def ruined and I have to wait until Monday at 9am to speak to the claims dept. The regional manager was notified to call me that never happened either.

Rating:

4.0

Hire more than one person to help customers.

Rating:

5.0

Excellent customer service!

Rating:

5.0

No improvements are required. Excellent customer service!

Rating:

4.0

Manager is very attentive, helpful and customer focused.

Rating:

5.0

Great location, great selection. Manager on duty was very courteous and helpful. Will definitely use these services again.

Rating:

3.0

I was told that I couldn't drop this trailer off in Renfrew but had to return it to this site. It was a little inconvenient and I'm not sure why I couldn't drop it off at another location. I've been allowed to in the past.

Rating:

5.0

Ratchets for wheel straps very stiff from corrosion. I recommend lubricating strap ratchets on all vehicle transport trailers. Other than that very satisfied with the U-Haul experience.

Rating:

5.0

Great service from Maria and Cameron . Very polite

Rating:

5.0

This location is awesome. They had clearly marked parking spots with spacious approach lanes which made it very easy to drop-off the trailer. Unlike the difficulties experienced at another location with very cramped space, where I had to back up my car with the trailer hooked to it, this location was absolutely delightful. We dropped off the Trailer after office hours. The Drop-off Mobile app was a bit jittery and took a few tries to complete the drop-off process.

Rating:

3.0

The guy was extremely rude. There was no acknowledgment of us being there other than helping us park. He was teaching someone else on how to receive the trailer and was mad when we were taking photos as required by the app when returning the trailer. I specifically told the guy i am taking photos and if he could move and did not even listen to me telling him that, than was mad because there was a photo of him like the photos are in the app. Even if he didnt hear me, if he acknowledged our presence maybe he would have realized I was taking the photos. After a long day of moving, I think the last thing you need is a bad customer service from someone.

Rating:

5.0

Pick up was seamless. Attendant was busy with a customer but brilliantly multitasked and helped us both at once as there are forms customers need to fill out.

Rating:

4.0

reserved trailer months in advance from an Ottawa location. Received a call 2 days before pick-up that I would now have to pick up in Kanata (50 minutes away).

Rating:

5.0

Amazing service and friendly staff!!!