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LEONARD GCustomer Reviews for U-Haul Moving & Storage of Kanata
Testimonials From Recent Customers
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.
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.
CHE VVery easy drop off. Lots of space to drive.
ROSANNE BThe AC at the engine does not working. I booked 20 however I got the 26 with is not convenient.
Fatima EThe 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.
Adrian R | First ImpressionsNot good
OYEWOLE TWhy do I do the check in if I have to go in the front and fucking redo it !! Waste of time
Jimmy JCharging 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) $200. The idea of U-Haul I thought was to help move. If I’m leaving a place I don’t want to drive back to return an item.
BRANDI Gn/a
BOUHI KBrand new location, clean, spacious, and lots of trucks.
YINGDI WThe truck was in the wrong spot and did not match where it was shown to be on the map. It made for a frustrating pick up experience
Steven LGreat location, very clean (new facility), lots of parking for your cars.
STEWART WOwner or person working the counter was friendly and provided excellent service. There were many trucks and trailers on-site and the hours made everything very convenient. Previous comments about trucks being at a different location are not factual, or not now. It may have applied when the location first opened, but now there is storage, trucks, trailers, and all amenities available.
DARWYN Kcustomer service skills are lacking, experience was slow and slightly painful. staff seemed annoyed they had to work to help us.
DAVID SStaff at 30 Frank Nighbor Kanata location did not prepare Truck for pickup. It was not parked on the lot, not cleaned up (grease on floor of back, transferred to belongings in transit), did not have requested appliance dolley ready, and the rental order wasn't done properly in first place: were given insufficient mileage for a one-way rental return, resulting in 35$ 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.
ANDREW GI 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
RYAN SThank you for all the coordination and timely notifications!
Aurora DI 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.
YURY KGreat location that always exceeds my expectations
Perry MApp 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.
BRADLEY CStaff didn't pay enough attention to the details and charged th
YONIS AThe 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.
LUC SWe had an excellent service. Thank you so much!!
MARIA D | Overall ExperienceLove the new look. Lots of room. Friendly efficient staff.
Terry KA 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.
Al GU-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.
RICHARD GAfter 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?
yevheni kcustomer service people are very professional and friendly. Very pleasant experience.
GAOYAO TDear 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.
Danylo SHave a sufficiant supply of dollies.
PAUL JThis 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.
PERRY MNot clean where to drop off the trailer. Prefer some immediate acknowledgment that I had dropped it off. But overall it was quick and easy.
Ryan KCustomer 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.
ARLEN PPlease 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.
Taranvir SDropped off after hours so no personnel were on-site.
Mark MFriendly staff, easy rental experience
S PMaria is very competent
RONALD D | Overall ExperienceFriendly service
NEIL MGreat new U-Haul location. Great staff. Great service. This will be my default location for U-Haul requirements from now on.
PERRY MGreat service, truck was ready and clean. No issues with the truck or picking it up. Highly recommend this location!
PAUL CI moved from Moncton to Ottawa and everyone I have dealt with has been absolutely awesome. Thank you.
NALAN S | First ImpressionsMuch much much better experience in Ottawa. Nothing bad to say, great facility well maintained.
MYLES DExcellent!
BRIAN BMy 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.
JASON VThe customer sales representatives were incredibly helpful and ensured that all my rental needs were met.
RAMASHAN MIt 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.
Peterson P | First ImpressionsGood staff at this location.
Paul W | First ImpressionsA light in the unit would have been helpful.
pat r | Overall Experiencewhen 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.
MARK MThe staff is very helpful. The location is nicely organized.
gilles BMade 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
ETHAN AThe women working at this location during my drop off did not have good customer services skills and came across very rude.
Cyenna LThe gentleman who was there at pick up was very helpful. Great experience all around.
ELIZABETH MI 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.
Kathryn NTerrible customer service
Jeff LThe 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.
BRANDON AHire more than one person to help customers.
MIRCEA AExcellent customer service!
MONICA TNo improvements are required. Excellent customer service!
LARRY LManager is very attentive, helpful and customer focused.
TERENCE SGreat location, great selection. Manager on duty was very courteous and helpful. Will definitely use these services again.
GUY LI 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.
MELISSA TRatchets 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.
JASON MGreat service from Maria and Cameron . Very polite
LISA SThis 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.
Leo E