Customer Reviews for U-Haul Moving & Storage of Ottawa

Rating:

3.0

Under staffed! We waited over an hour to check in and at one point there was over 20 people in line. One gentleman at the desk and one grabbing the trucks.

Rating:

5.0

?

Rating:

4.0

The wipers needed replacing and we moved on a rainy day. Other than that everything was good.

Rating:

1.0

The online check in system did not allow me a contactless pick up, which is the assumption I had reserved under given the current third wave. Instead I had to wait 45 mins inside the building with 20+ other people which I was actively trying to avoid. No discount was offered. I added someone to the booking online, including his license number, yet when he returned the truck he was interrogated for not being allowed to drive, for bringing the truck back late which he did not do as he arrived well before time but got to the counter after 4pm. He was made to feel very uncomfortable. He had to wait an hour in line with many people for a reason that is not clear. I had paid already and my credit card was on file. I'm unsure if the trouble he was given was also related to the fact that he is a young black man returning the van after it was rented by a white woman. This whole experience was very off-putting.

Rating:

3.0

The line-up was an hour long. Don't see the point of the online check in when you still have to get in line to get your reserved equipment. U-Haul has the online technology, it just needs to be used properly.

Rating:

3.0

It took 40 minutes just to get the keys, I only booked for 2 hours and we were super pressed for time because it took so long.

Rating:

5.0

good crew and very helpful. Thanks again.

Rating:

5.0

Nothing ,,all is ok , the best place to rent what kind of u-hall you need . Thanks

Rating:

3.0

The Uhaul.com website sucks. I tried to do the afterhours return and the app would never get past the verify my location page (and yes location service was on in my phone). I tried for over 45 mins, 3 different web browsers, multiple log in attempts, multiple calls to help line would ring several times and then hag up on me. Got so frustrated I parked the truck locked it and dropped the keys in the drop box (as i live 30+ km from the location). I am now waiting for the extra charge for the check in. Called the next day multiple times but unable to talk to a person as it was always too busy. Another customer was also having issues doing the afterhours check in but got his done in 15 min.

Rating:

1.0

Rude and unprofessional desk employee. I will never go there again

Rating:

5.0

The truck smelled like dirty feet. Otherwise the service and experience were seamless

Rating:

4.0

More inside staff

Rating:

5.0

Everything went very smoothly and quickly and staff were very friendly and helpful. I can't think of anything which would have improved our experience.

Rating:

2.0

There was confusion between the rate and KMs I was quoted over the phone and what was presented at vehicle pick up. How the refuel gauge is represented is not the same in the vehicle vs. the Equipment Contract. This led to confusion and me being charged a refuel fee. The steering wheel was sticky, suggesting it hadn't been cleaned. The steering was also not very responsive. The wheel could be turned 2-3 inches in either direction with no response from the vehicle. This feedback is meant to be constructive. On a positive note, both service agents I spoke to were kind, polite and very helpful.

Rating:

5.0

Uhaul ‘s software client interface needs to be updated and made more user friendly. Also, too much upselling when booking a trailer.

Rating:

4.0

I selected the contactless pickup option, however, after completing the steps, it was forcing me to go inside to get the key and not use a lockbox. This defeats the whole purpose of using contactless, particularly when covid cases are out of control right now and people are immunocompromised. Also, very disappointed with the masking of some employees. Some were not wearing their masks properly - this makes it dangerous for me and others.

Rating:

4.0

The gas Gauge level was not accurate. As soon as I left the lot with rental it was near 1/4 less and felt I needed to gas up in the middle of my rental time.

Rating:

1.0

Poor customer service don't have any experience

Rating:

5.0

I have always encountered friendly and helpful staff. Keep up the good work!

Rating:

4.0

Fast friendly service at counter and Phil was very helpful and attentive

Rating:

1.0

Dont rent from this location, staff are friendly, but over worked...massive lineup!! Credit to the staff who work in terrible conditions...should have double the staff!!!. Second time renting from this location..same situation last time...

Rating:

3.0

Took 75 minutes to get through the registration process.

Rating:

5.0

The staff at the service desk at this location are very friendly and helpful, but my van was not clean. Specifically in the front cab where the driver sits

Rating:

5.0

Excellent service

Rating:

5.0

fast n friendly service. no hassle rental.

Rating:

1.0

Extremely slow! no one knows what is happening at any given moment. Absolutely no communication between anyone in the store, except for the store manager (I think she was the manager). She was helpful, but the rest of the people have no clue...

Rating:

5.0

Cab smelled of cigarettes; inside windshield was dirty, looked like coffee splatter; no windshield washer fluid.

Rating:

5.0

The issues I had was the initial rental set up on the phone. Wai times for an agent were very long, I was disconnected on one occasion after waiting some time to get through. I spent some time trying to get through (left voicemail) to the Rockland Ontario location only to find out they were not in business. I had a very good experience at the Coventry Road Ottawa location service inside and outside was very good.

Rating:

5.0

I never received an email receipt. The amount that it cost was unclear and I am not sure what my total charge is. If you could email receipts that would be very helpful!

Rating:

5.0

Ottawa the Best Uhaul ever!

Rating:

5.0

maybe have more staff at the checkout counter, it was a bit of a bottleneck

Rating:

1.0

When I originally booked my reservation everything was fine. I got to the pick up location and there was no truck available. I had to call customer service and was on a wait for an hour. I was relocated to pick up a truck from uhaul from the Coventry location which helped us out. It was disappointing as I booked a truck 3 weeks before my move date.

Rating:

1.0

I booked a vehicle online and when I showed up to pick up the truck, they said that they never rent that kind of vehicle. So I wasted my time driving to the first location, then on the phone with u-haul, then driving to the new location, then waiting in a long line up there before getting the truck, putting me way behind schedule.

Rating:

5.0

Very friendly, very efficient.

Rating:

4.0

Our truck was in great condition and had no problems. However, I added some furniture pads for $10.00 that was not in the truck. Paid for it anyway to avoid hassle. Still good customer service though. Check in/check out, contact info, billing info and driver details were done through a smart phone with pictures and only had to go inside to get the keys. Was very convenient.

Rating:

4.0

The website was not working when I returned my equipment after hours. Then I got charged the $20 fee for not returning the vehicle on the website. Obviously this is disappointing. The problem was I wasn't able to choose the location I was returning the vehicle to. I turned location services on several times but eventually had to give up.

Rating:

3.0

Wet seats

Rating:

3.0

I shouldn't have to wait in line inside when I've already registered on line. Let me go straight to the guy in the yard. This consistently adds 15 minutes to my pickup time.

Rating:

3.0

Use smarter customer service agent

Rating:

5.0

Nothing was happy with the service I received. Thank you!

Rating:

5.0

Please also send my receipt on my email I.e. nasserminallah@gmail.com. Thanks

Rating:

2.0

Being the end of the month it was understandably very very busy. There was one person working the check out counter and it took almost 45 minutes to pick up a trailer. Another staff person working the counter would have complemented the long line up of frustrated customers. When booking my reservation I explained to the agent I needed a trailer to move a kind size bed. I was told a 6'x12' cargo trailer would be sufficient. When picking up our trailer the staff person informed us the cargo trailer wasn't sufficient and changed us into an open trailer. It would have been more frustration if the employee doing our pick up didn't inform us of the trailer reserved was the wrong one and recommended to rent the proper equipment.

Rating:

2.0

The workers were rude and not clear, the lines were horrendously long and the guy at the front was just chatting. They talked to the other clients like they were stupid. Just overall not super friendly. Not a great experience.

Rating:

5.0

They were fast at check-in and all equipment was clean

Rating:

1.0

The issue isn't so much with the service, but with the website and information provided. Two things: 1) When you select "preferred location" you don't get an e-mail later that says "Actually, you can't have that location. You're going to this different one." It was entirely happenstance that this location happened to call me to verify something, and mentioned the location. Why give me the option if it's not actually a thing that's going to happen? Why not specifically send an e-mail the day before the rental that says "PREFERRED LOCATION NOT AVAILABLE" or something? So I wouldn't recommend this location, because it's not the location that would in any way be convenient for me. And yet there I went. 2) Showing up, giving my emergency contact information first thing in the morning, should be enough. Telling me at the counter "Oh, we actually have to call them to verify them" is problematic, as they were sleeping with a do not disurb system on their phone. So instead, got another friend (who is not my partner) who happened to be awake. In no way is this actually useful, or someone who can act as my emergency contact. This step doesn't seem super useful, and it's unclear why it's actually needed. So, to be clear: Service at the location was lovely. The counter service was prompt and friendly, equipment was hooked up quickly, and return was super easy. It's the arbitrary corporate constraints that made the morning a lot more stressful than it needed to be.

Rating:

5.0

Great customer service

Rating:

5.0

great costumer service

Rating:

5.0

Thank you John for the amazing friendly , accurate communication while making arrangements to have a trailer hitch ++ on my vehicle . Bilingual service is also very appreciated !

Rating:

5.0

good job

Rating:

5.0

The person who installed the trailer on my car was friendly.

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.