Customer Reviews for U-Haul Moving & Storage of Ottawa

Rating:

3.0

I reserved the furniture trolley and it was not available for me when I picked up the truck. I was not please. Also, the engine light was on in the truck, so that was scary

Rating:

4.0

We had a bit of trouble locating the keys for our truck but otherwise everything went pretty well and the customer service were efficient :) I hired "Pete's moving" services through uHaul and their service was impeccable!!! Very grateful to them :)

Rating:

1.0

Not at all satisfied with U-haul. I do not understand why I had to pay extra for gas that I did not use. I was told to fill it up 3 quarters as indicated on the sheet and upon entering the U-haul it was only half way. I was very busy moving and shouldn't have to worry about going back to address the issue. By the time we were finished U-haul was closed and I ended up filling the tank three quarters in order to avoid any extra fees. Ridiculous that I had to pay for fuel that I did not use. Will be using another company next time.

Rating:

2.0

I waited 45 minutes in line to pick up a reservation and 1 hour in line to return. there was 2 service agents at the counter then 1 agent left. have more agents at the service counter during peak times. the vehicle reeked of cannibis.

Rating:

4.0

Waiting Time was little long. But every employees was kindly and very professionnal.

Rating:

3.0

The actual installation was great, price was competitive and staff polite, however I had to wait over 2 hours PAST my scheduled appointment before they took me in. Did not like being kept waiting over 3.5 hours from drop off to pick up

Rating:

1.0

Location has rude staff, terrible maintenance, and overall will drive customers away

Rating:

3.0

It took three visits to get it right. Each time took twice as long as estimated and unfortunately the person serving me had terrible BO. Terrible!

Rating:

3.0

Rude staff.

Rating:

5.0

If possible to have a friendly and bilingual staff, it will be great. Anyway thanks for your service

Rating:

1.0

Your “convenient “ phone pickup asked me for a passport and one other verification like a person who could conveniently vouch for how I was at that moment. I ended up waiting in a line up for thirty minutes and late for the appointment I rented your van for. If you were going to need two other pieces of verification when I tried to pick it up you should have made that clear

Rating:

4.0

I had a hard time trying to book the only equipment needed which was the Appliance dolly. The only options seen on the web site were for trucks and trailers.

Rating:

5.0

The staff and management are amazing professional and friendly. Well done. Antonios

Rating:

3.0

Make sure the equipment reserved in advance is in good order and is actually there. The first truck that was provided to me had the engine light on and had to be replaced by another one. This should have been detected before. I reserved 24 moving blanket and an appliance dolly. They only had 4 blankets and no appliance dolly. We had to go to another U-Haul ,location to get those.

Rating:

5.0

Rented a pick up truck, arrive for pickup - no truck, got a cargo van. All good.

Rating:

5.0

Fast friendly check in and efficient and helpful staff in the yard to help getting all hooked up.

Rating:

1.0

My storage room was and is infested with Mice, I brought it to the attention of management in winter and no one did anything about it, I was out of the Province and was advised to come in the spring. I lost everything I owned! Whrn I arrived at the location the Regional Manager or General manager just looked at me and said, "if you dont have insurance I don't know what to tell you." And she walked away from me like I didn't matter to her! As I persisted, she said you can try and put in a claim but I doubt anything will come of it, again a shrug and walk away!! She handled this poorly with no compassion or care in the world. All my children's gifts and baby stuff destroyed! I will NEVER recommend this location and will for sure be putting this on BLAST with photos everywhere so no one else experiencs this! SIDE NOTE: Mir the manager of the location did show compassion but his hands were tied because she (the RM or GM) is higher up in the company than him and he could only follow her lead on the matter, which was to shrug her shoulders and not care. Approximately 4 years of paying for storage and it ends with a health hazard like Mice and zero help! So, HOW DO YOU THINK YOU CAN IMPROVE HERE!?

Rating:

3.0

It would be lovely if people at the front desk could work and process customers a bit faster, and not answer phone calls before finishing the job of the current customer.

Rating:

3.0

Very nice people but poor service. Need to keep appointments and time. My original appointment was canceled, then I had to follow up to get another one when I didn't hear back from them 2 weeks later. On day of appointment, it was 2 hours late before they got to me - so I had to rush to get there before they closed to pick up my car. Work was competently done.

Rating:

2.0

Uhaul needs some major customer service improvement

Rating:

3.0

Too expensive and a hassle that you cannot park for car there when renting a truck

Rating:

5.0

Great price and excellent quality equipment.

Rating:

5.0

no comments

Rating:

1.0

bad customer service, rude, unhelpful

Rating:

3.0

Vehicle had a "lose" front end. Was reported to management.

Rating:

5.0

The fellow I dealt with was awesome. He was very helpful and kind. The only bad thing about my rental was the truck was so dirty inside and out. Even a beer can rolled out from the back of the seat. The truck has not seen a bath in a long while. Other then that which was minor everything was wonderful. Thank you for helping me out.

Rating:

2.0

The location is filthy. There was 1 ‘new' person on the service desk and a line of 20 people - took over an hour to pick up a reserved trailer. I will do my best to go to any other location in the future.

Rating:

4.0

At the Coventry location, they always have vehicles available, no matter what I needed. Staff is helpful. The only negative point is that there's no customer parking on site, I have to park at the mall across the street. Thank you, keep up the good job!

Rating:

5.0

We appreciate the quick and reliable service with well maintained trailer

Rating:

5.0

At 10:00 am on a Monday morning there was a bit of a lineup as 2 people were processing the outgoing rentals.

Rating:

4.0

Have online pickup for trailers. I shouldn't have to line up when I provided all the info online already.

Rating:

4.0

To have one more employee at the service desk instead of only one so the waiting time not long

Rating:

2.0

The guy behind the counter wearing glasses was so mean to me and bossy. He might be the manager or owner cause he was always commanding on other employees. He is a db and does not have any customer service. He doesn't treat his employees with respect neither nice. When i came to return the trailer, he was outside so i asked him where should i drop it and he replied "everyone has a job , wait for the guy outside" . So i waited outside and another came in and he was nice to me and helped me drop it.

Rating:

1.0

First we were given a truck that was blocked between two other ones so we had to wait for that to be moved. Then when we finally got it out, the gear shift wouldn't work properly and we had to wait for a new truck. They finally called us back into the office to get signed up for a third truck! It took us an hour to pick up the truck. Then when we came to drop it off later that night, the front part of the lot by the parking lot entrance was completely blocked by trucks so we couldn't even turn in to drop it off. Such poor planning. Will not be going back to uHaul for my next move.

Rating:

5.0

I had to switch locations to the full U-Haul service center in Ottawa on 383 Coventry road because the place that I originally reserved the truck from, W.O. Stinson and Son Ltd. / U-Haul Rentals located at 1627 Cyrville Rd, Gloucester, ON K1B 3L7, refused to release my rented truck because I didn't have the U-Haul App on my FLIP phone. The guy wouldn't help me at all and treated me like I was trying to steal a truck from him. I had to go outside and get the 1-800 U-Haul number printed the truck to figure out what to do about getting the truck. The guy could have at lease given me the U-Haul number. I lost an hour and half dealing with this mess. If it were not for the quality of service at the full U-Haul service center, I was never going to use U-Haul!! W.O. Stinson and Son Ltd. / U-Haul Rentals location gets a COMPLETE FAIL!!! I will never use them again!!!

Rating:

3.0

The first truck I was offered for the move was in poor condition - the seats were torn and the brake pedal was very spongy. Half the moving blankets that we rented were wet and smelled moldy - rendering them unusable. The second truck was not placed in a location that was difficult to exit - at the end of a long corridor between two rows of trucks, where the clearance was very tight/mirrors touching as we passed the parked vehicles.

Rating:

1.0

The Senses a place of business you think they will be a little more courteous to their clients. It is very rude when I dropped off the. van And I just asked some simple questions and you just came back at me just disrespectful.

Rating:

5.0

Smooth from lining up to handoff of vehicle. Two young workers were super efficient.

Rating:

5.0

The experience was excellent, quick, polite and not expensive. I will recommend U-Haul to all my friends and family.

Rating:

4.0

Make the process quicker. Clean the equipment before handing them over to the customers.

Rating:

1.0

Area was blocked by trucks but I was unable to get a cargo van. Then I spoke with customer rep and she gave me 10' truck but didn't shared that it will cost more 30 cents than cargo van i.e 0.89. She also offered me $50 inconvenience fees but when i received bill it didn't reflected in bill and some mistakes in bill calculations also.I brought up yesterday to uhaul customer representative and she documented it. I m waiting for the correct bill and refund now. This is my so far recent experience with uhaul.

Rating:

5.0

Amazing service ! Thank you so much for everything!

Rating:

5.0

We rented two cargo vans in a week. The first one was hard to get started on. Only one young woman on duty, she spent at least 10-15 minutes helping her look for a box. 3 people waiting for assistance to receive their vehicle. The young woman looking for the right box eventually left Uhaul with her young child, having not purchased anything. One of the waiting customers left the establishment. Very frustrating experience. First rule of a business; Training your new staff, Yolande Desjardins

Rating:

1.0

Super bad service at that location

Rating:

3.0

the person at the counter at the pickup location needs some customer service courses.

Rating:

1.0

Staff was good. But charges on the invoice are straight up false. Will be filling a complaint.

Rating:

5.0

All good

Rating:

4.0

I called the location a couple times but was put on hold and had to hang up because it took too long.

Rating:

2.0

No customer parking is very tricky, it required much more personal car usage to pick up and return the truck.

Rating:

4.0

One of the safety chains was missing.

Rating:

5.0

Even though it was an extremely busy day, the process went relatively quickly, and the staff out in the drop off area were polite, courteous and helpful. The way some customers were acting, I felt terrible for the guys, and I'm not sure I would have been as nice and understanding as they were. For that they deserve acknowledgement for being as professional as they were under the circumstances.

Rating:

5.0

Easy fast and affordable,,, highly recommend UHaul!

Rating:

5.0

Online pickup very smooth

Rating:

5.0

all good.

Rating:

2.0

Pickup took a very long time due to the fact that there was only 1 employee at the counter during the busiest moving week of the year (May 1). The line was 8-10 customers long. The employees outside were helpful in finding our truck, however it was parked in a very tight spot and difficult to get out without hitting other trucks or cement barriers.

Rating:

1.0

Absolutely awful customer service — and no maintenance of the grounds what so ever. If anything they made it EVEN HARDER to get to the locker. From not snow plowing after major snow falls, parking rental trucks in front of the entrances and making it nearly impossible to enter the locker area. At one point an employee even had THEIR PERSONAL CAR parked at the only exit of the locker area. Because of the way the entrance to the lockers is set up I hit my truck twice on the side wall. When I first signed up for the locker it took them THREE DAYS because the locker “had a lock on it” even though it was supposed to be empty. They never answered the phone to help me with my issue so I had to repeatedly call — while being obviously hung up on — until someone finally decided to answer in an annoyed voice. Absolutely ridiculous set up and staff is so excruciatingly unhelpful and rude. I could not recommend this location any less than I do.

Rating:

4.0

Everything was excellent except during flood.

Rating:

4.0

price is too high.

Rating:

1.0

Unit leaked causing damage to belongings

Rating:

1.0

The one employee was wicked! Thanks a whole bunch Max !! 🤘🏾He did everything in his power to fix everything that uhaul messed up for us. But the manager and the system it self… … fail! -_- But it is what it is. We are still using the storage , only thing is ,it was a headache getting to this point.

Rating:

5.0

After a rough first few minutes, the staff rose to the occasion and made it a good experience.

Rating:

2.0

Units are in terrible condition. Same price but Rand new st dymon

Rating:

3.0

I would not recommend that anyone use the internal units at this facility. My unit flooded three times in the 10 months I had the unit. And in the very heavy rains the water went all the way through the facility. I ended up putting all my stuff up on risers and planned to get out as soon as I could. Having said that, the staff were always helpful and contacted us as soon as it happened.

Rating:

5.0

The staff was so helpful even with the system going down they were able to get me a unit and assist me with purchasing a lock

Rating:

5.0

John was polite and supportive

Rating:

4.0

Staff are very helpful. Our storage unit was frozen shut and a staff member was able to open it for us.

Rating:

4.0

Access to the storage units could be improved

Rating:

1.0

The only upside is that it was included with my previous truck rental. It was awkward to get to and felt trashier than an episode of storage wars.

Rating:

4.0

My only comment is that when i initially arrived i was told that even though i had reserved a unit that didn't guarantee that they had one. Not too reassuring especially since i came from Guelph under the impression that i had a unit. Luckly the facility had one available.

Rating:

2.0

Wet leaky storage containers. Hopefully our storage items survive the experience.

Rating:

2.0

1- The door was really hard to close and lock, lots of rust. 2- Water infiltration : 3 boxes were soaked and mold had built up inside - nothing really damaged since it was dishes boxes 3- Accessing the storage was complicated and not convenient : pick-up the key inside only during office hours, trucks parked in front of storage (most of the time it was not possible to backup to load and download)

Rating:

1.0

Unprofessional stuff. Ruined my move into a new home. Picked up truck at 6:30pm explained I'm going to furniture store to get sofa and I'm coming back to get my stuff from the storage and I specifically asked if I'm ok to access the storage after 7pm closing time and I was told that's fine. On my big surprise I couldn't access the storage cuz they put a second lock that I didn't have a key for. Had to turn around and leave plus send home friends that came to help. Next morning I asked manager Ben again why is this happening. His answer was there's no access to the storage after 7pm....the evening before he said opposite. So dear u haul you lost me as a customer forever.

Rating:

1.0

Staff had trouble providing the basis information on locker services. It was difficult to be sure that first month was free. Manager was not helpful and not very friendly.

Rating:

5.0

Good communication and helpful

Rating:

3.0

Staff are uninformed, slow and not very friendly.

Rating:

1.0

Terrible office and access hours, could not move in the first day I arrived because they close at 7pm not allowing anyone who works a job to get there in time. I arrived at 630pm and was told there was not enough time to unload before closing, so I had to put an additional 30Km on the rental truck to come back the following day. When I did check in on the 2nd attempt I was forced to buy a lock from U-Haul any way to get more money I guess,

Rating:

5.0

Pour moi tout était correct propre et bien entretenue et le personnel était vraiment sympa. je recommande vivement.

Rating:

2.0

The staff at the desk made fun of three customers (as they interacted with them at the desk, he was verbally just rude and it was absolutely unbelievable. He tried this with me as I went to the counter and I told him clearly that wasn’t going to happen. Was a terrible customer experience

Rating:

1.0

We did not move into the facility and found storage elsewhere. The staff member at the desk was the most horrific example of “customer service “ I have ever seen. He was mocking other customers while I was in line waiting, he was rude, he was just generally the worst example of retail interaction we have ever seen. We cancelled everything and left.

Rating:

1.0

Charges is too much and they are not considerate

Rating:

5.0

Everyone was really helpful at the front desk and those working outside! They went above and beyond which I was moving my stuff out of the storage unit.

Rating:

5.0

Excellent job!

Rating:

1.0

I will never recommend Uhaul Storage to anyone and have reported you to the Better Business Bureau and have thoroughly detailed the fraudulent business pertaining to your insurance coverage. I have been told this is not an isolated incident and that this is entrenched in how Uhaul conducts themselves. I am the Director of Communications for a $15 Billion CPG company and will also be reaching out to my national media contacts across Canada to share my story in hopes that I can save someone else from renting through Uhaul and save them from thousands of dollars in damages, too. On top of not properly maintaining the drainage system at the facility, Uhaul does nothing to mitigate vermin and instead just traps the ones they find, does not dispose of their carcasses, and does not care that they run rampant across the storage facility. Just an absolutely horrendous experience from start to finish.

Rating:

1.0

The experience was awful, I couldn't get to store my stuff for two days. I had to keep the truck in a parking for 2 additional days then go to another storage company. You have a great truck rental service, I was expecting similar with the storage service.

Rating:

1.0

Moving out was very stressful given the fact that the parking lot was a mess. To make matters worse my brother and I were asked to push some uhaul units out of the way by hand in the rain. Lineup inside was really long and nif moving. I would never use uhaul ever again. I have friends that have stored with Dymon storage and they are extremely happy with everything across the board. I truly wish I would have had a much better experience.

Rating:

1.0

Units leaked from basic weather, and it got infested with mice and they didn't do anything about it; more than 50% of my unit was destroyed

Rating:

5.0

Extra Super Services. I Love your company.

Rating:

5.0

HASSLE FREE!!!

Rating:

4.0

Although we had quite a wait one of the visits we found staff to be very accommodating. Perhaps more employees on the front line would be good. Returning of equipment was easy, storage unit v. useful.

Rating:

5.0

Very patient, knowledgeable and professional staff. The move-in experience was especially seamless! I highly recommend.

Rating:

2.0

Donald is the only staff member I’ve encountered who is friendly and helpful. The rest of the staff are rude, condescending and messed up my payment info 2x. lot is a mess, just like the bill system

Rating:

3.0

Really appreciated the free month with my one way purchase! It made all the difference in getting settled in without tripping over our stuff. We would hesitate to use UHaul again.

Rating:

4.0

Staff very obliging.

Rating:

5.0

Benjamin and Donald were great. Ben went out of his way to be really helpful and without his help I would have struggled. All the staff was friendly and helpful

Rating:

4.0

There was one older gentleman working there who just seemed to be angry and yelling at everyone. In person and on the phone. other staff were all great. But this one guy - miserable.

Rating:

5.0

We were handled professionally and quickly. Would definitely recommend.

Rating:

5.0

NONE

Rating:

4.0

Reserved a dolly for my move then was informed that they rented it out to somebody else. Was told they are rented first-come-first-served, regardless of reservation, which utterly defeats the purpose.

Rating:

2.0

They ran out of ice melt and the place was so piled full of snow my unit was hazardous to access. The outside guys were kind, moving 4 trailers so we could get my truck a little closer. rough day.

Rating:

5.0

Thank you We are now done with your services.

Rating:

4.0

The experience of storing items at this Uhaul went very well. The staff member seemed to know his stuff, and was very efficient.

Rating:

1.0

Ordered a 26' truck more than a week in advance and was offered a 15' with a small trailer add on. Cancelled order and went with Penske. Never use or want to hear from you people again

Rating:

1.0

Forced to take a large storage after reserving a small, credit card was not billed and was forced to pay a late fee even though the office staff messed up. Staff are not friendly. Not using again

Rating:

2.0

I had reserved my storage online and when I came in person the reservation was non existing. Then it took longer for them to get me another storage. Now my storage has water in it. Expensive not happy

Rating:

3.0

Seem staff do not love their job

Rating:

4.0

We had a very good experience at this location. The young gentleman that assisted us showed us a two different storage rooms and was very efficient with the paperwork. He explained the process well.

Rating:

4.0

I didn’t like the fact that they were rats in the facility and my things had rat feces. Other than that staff was amazing and very helpful.

Rating:

5.0

Pleasant,Efficient,

Rating:

5.0

Service and staff were great the only drawback is how busy the end of month was, there were too many clients for the amount of staff but they were friendly and courteous.

Rating:

4.0

I enjoyed my experience at U-Haul. The storage unit kep my things dry and clean. My storage was in the basement so it wasn’t always practical to get into the storage unit sometimes the clerk was busy

Rating:

3.0

Please update your point of sale card readers to accept chips. Using machines that only swipe cards triggers fraud alerts for TD Bank since most Canadian businesses use swipe-only card readers.

Rating:

1.0

thiefs

Rating:

1.0

I am appalled by what's happened to my personal belongings at this storage facility. 75% of my items (most valuable!) were bitten into and damaged by mice urine and feces. Missing basic pest control!

Rating:

1.0

Upon calling to confirm receipt of my storage, I was told that my confirmed storage unit was given to someone else but to throw more salt in the wound, there was no more units at all & told "oh well"

Rating:

1.0

I was told by your call centre that a unit was reserved and would be waiting for me at this location - I arrived and staff said there were no available units. It was stressful / shouldn't have occured

Rating:

2.0

The storage unit leaked rain water and several of our belongings got wet. One day over the phone staff mistakenly advised that they had no record of our information.

Rating:

2.0

the storage was very dirty and there were mice in the location, I lost one pillow eaten by a mouse.