Customer Reviews for U-Haul Moving & Storage of Kanata

Rating:

5.0

Helpful

Rating:

5.0

U-Haul Traffic section did a good job in finding the right size truck and accommodating a change in timing for pick-up.

Rating:

5.0

Staff is knowledgeable and very helpful

Rating:

5.0

Easiest pick-up and drop-off I ever had in a u-haul. Location is great with plenty of room to maneuver bigger trucks. Super clean and well maintained.

Rating:

5.0

Very good service.

Rating:

5.0

Have some system to let the customer know you see them and are coming outside. You pull up and are not sure when someone will come outside, they may be busy serving other customers.

Rating:

2.0

The trailer itself was fine, but there were significant issues with the tires: - One of the four tires didn’t match the others in model, load rating, and pressure. It was also underinflated and showed uneven wear, suggesting it had been run flat. - Another tire had a puncture, forcing me to stop and re-inflate it three times a day. Halfway through the trip, I had to stop and purchase a spare wheel after realizing how poorly maintained the tires were. While I did make it from ON to AB, I had expected U-Haul to provide a properly inspected trailer—especially knowing I would be driving the entire distance from ON to AB.

Rating:

5.0

Excellent, all very kind.

Rating:

1.0

Dear U-Haul Customer Service, I’m writing to share my recent experience with your location at 30 Frank Nighbor Pl, which unfortunately was disappointing and stressful during an already difficult moving process. On July 25th at 8:15 AM, I visited the branch to reserve a truck. Unfortunately, the representative on site did not provide any assistance in helping me choose the right vehicle for my needs. Although I clearly requested a two-day rental, he only reserved the truck for one day. When I pointed this out, I was told, “It’s not a problem — if you want to keep the truck longer, just give us a call and we’ll arrange it.” I also asked for help with the U-Haul app and how to adjust the pickup time using the software. Unfortunately, the representative was unfamiliar with the app, so I had to install it and figure it out on my own. The second issue happened on Friday, August 1st, around 6:00 AM at the time of pickup. Since I wasn’t familiar with the 15-foot truck, I asked one of your staff for help with how to release the parking brake. Sadly, the employee responded in a very rude and unprofessional manner. Without greeting or any respectful interaction, he angrily walked over to the truck, released the brake, and walked away with a mocking look. This was extremely upsetting — especially on a moving day, which already comes with enough stress. Both of these incidents involved the same middle-aged staff member at this branch. Unfortunately, I didn’t get his name, but I’m confident you can identify him through the staff schedule on those dates. In addition to these issues, I also noticed a general lack of familiarity among staff with the U-Haul app and the pickup process through the software. During both of my in-person visits, I received no guidance when I asked questions. I was simply told, “You’ll get the key code by text the night before,” even though I needed to be on-site to complete the check-out process through the app. Overall, this was not a good experience. Alongside the stress of moving, I also had to worry about whether the rental process would go smoothly — and unfortunately, it didn’t. I hope you will take this feedback seriously and take appropriate action to improve service at this location. Thanks,

Rating:

1.0

When we arrived to drop the trailer off during Buisness hours around 1130 there was only one employee inside no one around to direct where to drop the trailer off. When i went to the building was told someone was out there and would help no one was outside just the one guy inside who had to leave his desk and the store unattended this added to the bad experience this was as you guys are a massive corporation and could definitely do better this all felt like child's play no one knows what going on

Rating:

5.0

The staff were all very friendly and helpful, which was very appreciated after a long road trip to move our belongings! In particular, the manager, Mir, made us feel very welcome and was very helpful with all our questions. The facilities are very clean and brightly lit. Small things made a difference during our unloading, like the availability of water fountains when we got thirsty. We also loved the fact that there was a spot to donate your good condition empty boxes for reuse by others at the facility, and designated areas to dispose of garbage or recycle cardboard (from boxes that were beyond reuse). We also liked that we could return our U-Haul truck at the same facility as where we unloaded our belongings.

Rating:

3.0

Pickup was slow and not enough staff on duty. There were probably 10 people waiting and only 1 person trained on the computer. Drop off was a breeze because I did self checkout.

Rating:

5.0

The check in and pick up process was incredibly smooth and easy. The gentleman at the desk was amazing and very friendly. 10/10 service!!

Rating:

5.0

Efficient and effective service

Rating:

5.0

No one was around at the return parking area. As I was headed toward the office a gentleman asked if I needed assistance, I said I was returning my rental, he took the keys and said OK, that’s it. Didn’t check gas level or cleanliness, I thought that was a bit strange.

Rating:

5.0

The staff in ottawa was so polite.

Rating:

1.0

Terrible customer service and overall experience. I will not repeat from this location. Quite frankly may just purchase a small enclosed trailer to not have to deal with uhaul again as I only have large trailers for my pickups and will need a small one for the family SUV during vacations, hockey tournaments etc. The experience while I had the trailer was good, everything and anything before and after was not acceptable. It's actually over a week now since my complaint and no one has reached out as promised either.

Rating:

5.0

First class customer service and equipment

Rating:

3.0

Have correct gas level on paperwork when pickup, as had to request it to be corrected & was told would be done and confirmed but never rec'd confirmation. We were only ones there and told to go look for truck & trailer worker did not help initially. When 2 of us were looking (lots of trucks) & couldn't find it fast enough, worker was annoyed and finally guided is to it. Then was annoyed I didn't get backing up to trailer 1st try. Geez, we were the only customer!

Rating:

5.0

Someone greeted us right when we arrived and showed us where to leave the trailer and helped unhook it. There was a line-up inside but we used the app check-out process which was quick and easy. Whole process was a breeze.

Rating:

5.0

Very easy drop off. Lots of space to drive.

Rating:

4.0

The AC at the engine does not working. I booked 20 however I got the 26 with is not convenient.

Rating:

1.0

The general manger, Mir Wardak at this Kanata location should be replaced by a more professional and competent individual. I would give 0 stars and a F for customer service and satisfaction!! My wife and I were greeted with disrespect and disgrace whilst speaking to one of the other employees about possibly renting a storage unit at this location. We initially came in a week prior to find out about the units and noticed that the sign in the example units within the store had different prices for the same unit. Upon asking why there were two different prices, none of the staff were able to answer. The manager overhearing our conversation even seemed to be alarmed to why I was asking a question and proceeded to belittle me. I then proceeded to tell my wife to leave the premises and we would book online so we wouldn’t have to deal with that person. We thanked them for their time and left calmly. We then booked online a unit that was listed as the last unit. Fast forward to this weekend of the scheduled move in. We were met by Josh again, the same employee we dealt with the week before. My wife and I were the only customers in the store and Josh was happy to assist us. I proceeded to produce my reservation on the U-Haul app but for some reason Josh was unable to find it but apparently he did not realize that it was for a storage unit. There were a handful of customers behind us now at this point, and the manager kept hovering over Josh to move him along hastily to attend to other customers. We found this extremely disturbing and disgusting especially the way he spoke to his own employee in front of us. Josh ended up making so many mistakes as he also seemed to be deeply disturbed by this man. On the final contract he printed and assigned the wrong unit number. The email address was incorrect on the contract. Then their Point of Sale machine was not capturing the transaction properly and looking back at my transaction history I saw that I was charged three times but the on the customer said of the POS it was saying payment not captured. This is another issue all by itself and I will follow up with the banking institution that correct charges were placed in the coming week. We were finally able to get a storage unit one that I didn’t even book because in the U-haul app it says one is pending for move in and one is active. We also rented a 10’ truck for the day and left the premises. We proceeded to load up the truck at our residence and came back to the U-Haul location in Kanata. On the drive back I noticed the parking brake light kept flashing intermittently but was fully disengaged, which is very unusual and dangerous. I drove into the parking and went over to customer service to verify the storage location and to verify where we should unload etc. I was met by a different employee at this time and I was the only customer in the store. He happily escorted me to his Point of Sale machine and then upon overhearing our conversation the manager quickly made his way over to us and told the other employee that he will handle it. I greeted him again and I told him that I wanted to verify our unit before we began moving stuff in and to verify where we should be unloading. Upon realizing the mistake Josh made in assigning the unit he made a comment saying ”This is what happens when you take too long with a customer.”Of course this a nonsensical statement especially to a customer and his unprofessionalism showed through and through and after he rushed his own employee through the transaction. He then warned me that if I put my stuff in the wrong unit the lock would be cut and my things would be removed. I verified the unit again and proceeded to go back to the truck to enter the bay for unloading. My wife and I were the only ones in this section unloading and after I made a few trips. I saw another truck enter the other bay. An older gentleman proceeded to ask me if I worked there because he doesn’t know where his unit was. I said no but I will still help you find your unit. Which I did and then went back to my truck to finish unloading. After I took out the last few boxes I ensured the truck was locked and went back to take the boxes to the unit. The manager then came up to us whilst we were packing the last few things into the storage unit from the dolly to tell us that our truck has nothing in it?and to move it and that there were other customers waiting to use the bay. I proceeded to put the last few boxes quickly into my unit and go back to the truck only to realize that all the other bays were empty and no one was waiting. I returned the truck back into its location and cleaned it and left it better than when we had initially rented it. I proceeded to give the keys to a different employee at customer service and he asked if had any issues and if I put gas. I mentioned the intermittent flashing parking break light and that I did in fact fill up gas to which he said he did not need a receipt as proof and I left.

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

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

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.