Customer Reviews for U-Haul Moving & Storage of Ottawa

Rating:

4.0

This location was good, but the 110bentley ave location was closed when I went on time for my reservation, called uhaul and they sent to another location near the airport which was also closed, when I called yet another time I was finally sent to the Coventry location which was open, although i ended up getting my truck 2h late, drove all over Ottawa, and spent over 40mins on hold with uhaul. Over very poor experience.

Rating:

3.0

Pick up process is too lengthy. I will try the app next time

Rating:

1.0

Filthy trucks

Rating:

5.0

Provide a full tank of gas.

Rating:

2.0

- had ordered blankets but they were not in the truck. - online checkin was difficult and full of glitches.

Rating:

1.0

This location appears to be incredibly understaffed. I booked my cargo van on a Thursday, to be picked up on Tuesday, and then spent the next four days trying to call the location. I had a question that the website nor the live chat could answer, in fact they told me to call. I was put on hold each time for up to and over an hour, once I made it through, but then the line was immediately hung up. On Monday, I found a google review that noted that only one employee manned the front desk, and they waited over two hours to get their vehicle. As a result, I arrived on Tuesday a few minutes after 7 for my 8:30 pick up, and it still took 45 minutes to reach the front of the line. The gentleman who helped me was very friendly, but by the time I left with the keys there were at least 15 people behind me. Had I showed up for 8:30, I absolutely would not have gotten the keys in time. The other employees seemed very frustrated when they spoke to us and other customers; the person who handled our return was pretty rude to us and others. It isn't intuitive where to return the vans, and those who did it incorrectly were snapped at. A lot of this seems like easy fixes: more signage in the parking lot directing the customers, and more employees inside to help customers. I don't feel like this is the fault of the employees at this location, rather management/corporate. Avoid if possible.

Rating:

5.0

The only thing that I think that you should improve is the speed of the check-in and delivery. I was at the store 10 min prior to the time I have scheduled, but it took forever to get attended and get the contract ready, almost 1 hour. I am not complaining on the attendents, I am talking about the process itself. You could also install totens where we can self-serve ourselvs.

Rating:

2.0

I had to wait 45 minutes in line Saturday Morning, to get the keys to my vehicle. This is Unsat. I had (as the 20 people in line) reservations and U-Haul should have had more staff on hand right at 8am when they opened...

Rating:

3.0

From 8:00am to around 8:30am, there was only one employee to serve clients…the lineup was kind of crazy…was there at 8:00 and came out with the truck past 9:15am…I found it unnaceptable. Maybe should have more employees at opening.

Rating:

5.0

Equipment straps should be checked more thoroughly.

Rating:

1.0

Staffs were rude, didn't care about anything it's like they seated in their living room watching TV. One didn't know what he was talking about and gave conflicting information. The other one telling me someone may have made a mistake told me the wrong information like it's my problem. I don't work for U-haul if they made a mistake you need to fix it and get the client what told to them instead of arguing and talking over clients. If people in the states are booking your appointment they need to be fully informed on how your location works. Gave one price hot charge 3 times more and horrible customer service on top of it. I will never EVER EVER USED U-Haul again and yes I will post this on the web everyday for the next months

Rating:

4.0

There was a bit of a wait as only one person capable of checking out the vehicles but otherwise knowledgeable and helpful. Obviously knew and liked his job...

Rating:

3.0

there needs to be more than 1 person taking check ins in the morning. There was almost an hour wait to check in.

Rating:

3.0

I had a dolly reserved but when arrived was told there weren't any. Made my move a lot more difficult. Very long wait time to return vehicle. All trucks must have been requested to be back at the same time. It was pandemonium to return the vehicle. Customer service could be a little more engaging. I felt I was an inconvenience making their busy day worse. Very frank and curt service. Not ‘bad' but I was made to think U was a bother.

Rating:

4.0

The wait time on Saturday mornings is quite long. Today I waited about an hour to get to the front desk. If you could please make sure that enough employees are available to deal with busy times it would be great. Thank you.

Rating:

3.0

The U-Haul self serve phone experience is not intuitive and clear . 20$ after hour service fee for no reason . Will not be using self serve service in the future

Rating:

3.0

Online checkin process did not apply to trailers. Customer service rep was very slow and waited 20 minutes to get my already done up contract.

Rating:

2.0

Van was filthy outside, and the pick up took well over 35-45 minutes. Unreal

Rating:

5.0

Great service!

Rating:

4.0

Overall this place was good. A bit crowded especially to back up and park a trailer. But staff was great. Would recommend.

Rating:

2.0

The lineup is too long 8 people and only 1 at the counter for checkout.

Rating:

1.0

I was happy with the office staff and the equipment, but the "Yard person", Micky, was so unhelpful, I will use another location for future rentals. I returned a trailer on Monday morning, and it was busy. But that is no excuse for the lack of consideration. Micky directed me to drive forward along the the single lane available, and instead of uncoupling the trailer and pushing it by hand, he insisted that I back it up, threading it through a maze of trucks and trailers. I protested that I was a retired business man not a professional trucker, and was very stressed trying to back up in tight quarters, with causing damage. I finally stopped and told Micky I couldn't go any further in reverse. He THEN uncoupled the trailer and pushed it back another 30 feet or so. I can reverse a trailer, with reasonable room to manoevre but the yard was an obstacle course and there has to be a better way. I will not be using this location again.

Rating:

5.0

The online check in thing was perfect. Great experience. Thanks again.

Rating:

3.0

Did the online check-in to avoid long wait time but still had to wait 20 minutes. Should have an express line for customers who checked in online prior to arrival and line for in-person check-in. Staff outside very helpful and friendly.

Rating:

4.0

The customer assistant inside the center was not really helpful. However, the one who helped me outside to hitch the trailer was super nice and helpful.

Rating:

4.0

I ordered a dolly and it was not in the truck. Please refund for that.

Rating:

5.0

Super easy drop off

Rating:

2.0

Try a different location. Long lineups. Feels disorganized and no ability to skip the line through thier app which they have posters for.

Rating:

2.0

The location is pretty small for the amount of trucks and trailers. The mobile pickup is an absolute disaster and delayed me 45 minutes as the log-in process was not seamless at all. I had provided my license information already and I'm not sure why they asked for it again. The people on site could not help and nearly gave my rental away to somebody else. The truck was great and the return was fine with the guy on the yard working quickly.

Rating:

3.0

Very little fuel in my vehicle. Cost to fill vehicle exceeded credit provided, even though reimbursement rate was $1.65/litre in contract (cost of fuel significantly less). Also refusal to credit for vehicle return despite being under mileage and returning early.

Rating:

2.0

The lineup to pick up the keys was very slow-moving and a number of customers were invited to cut ahead in line.

Rating:

3.0

I didn't get a detailed receipt,

Rating:

3.0

The truck wasn't very clean was really the only issue. Other than that, everything else was fine.

Rating:

2.0

Manager was very unprofessional and very rude.

Rating:

2.0

When on the phone make sure you tell the truth. Not tell someone only 20$ for one more day then off a 100$ deposit give them back 38$ after they paid 95$ in gas and tell them they didn't put gas in at all even though they have a receipt for 97$ and change

Rating:

2.0

The check in process is very burdensome to the customer. Customer completes the reservation online, must repeat the process at the location, must provide a contact (this is a privacy infringement), then when you complete all of that you have to personally check the van and complete all checks online. The whole point of going to the location versus online check in is to NOT have to do this. No parking on site (advised to park at Starbucks). The most positive part of the transaction was the return which was quick, personable and professional.

Rating:

3.0

When I dropped off the truck the guy was a bit rude, wasn't very friendly. Turned on the music inside of the truck while getting mileage and other information for the check out procedure, and ignoring me the customer completely.

Rating:

2.0

There is ALWAYS an unacceptable wait time, in my opinion, while both picking up and dropping off a rental unit. It just happens to be the closest location to me.

Rating:

4.0

Staff is pleasant

Rating:

1.0

Topped up gas and brought uhaul back and was still charged for gas. Rude staff and lots of extra charges.. don't recommend.

Rating:

1.0

We rented 2 trucks and both times was a horrible experience. Staff is very unprofessional and the store smells horribly of body odour! One staff member was too busy talking to people behind me to even explain anything! I will never use uhaul again

Rating:

3.0

Not enough staff for the last day of the month. Long lineup to register and wait time for product. Staff was great.

Rating:

4.0

The line at the counter could be speeded up.

Rating:

5.0

Fast and easy to pick up or drop off . Thanks

Rating:

5.0

The guy who was washing the trucks outside help us alot!

Rating:

4.0

The ramp on your motorcycle trailers is too short which causes the underside of the cycle to scrape. We had to use scrap wood to extend the ramp and reduce the angle. Other than that, a good experience.

Rating:

1.0

First of my location that I chose weeks prior become unavailable 3 days before my move which made me drive from province to province to pick up my truck when I got to the location and completed the online check in when I went to my truck the manager told me that wasn't mine and it was given to a client that checked in before me with him in the store! Even though I completed mine and had the truck # so what was supposed to an easy check in during COVID was a nightmare of me having to wait for over a hour for another truck and having to go inside the store multiple times! What the point of safe online check in. And you advise me 3 days before that my location isn't available with 2 rentals. When I was on the phone with uhaul and asked to speak to a manger I was denied for he is on a leave which leads me to wonder why a huge multi million dollar business can't hire a replacement??? Terrible service!

Rating:

2.0

Our experience in reserving the truck was horrible. Aside waiting for an agent to answer for about 30mins, the agent was very rude and dismissive and only started listening to what we had to say after threatening to speak to a manger.

Rating:

1.0

The company did not have the truck I ordered. They only allowed me to have it for 24 hours when I has rented it for 48 hours. They offered a smaller truck which did not work for what I was trying to do. The service was incredibly slow and unfriendly. I would recommend another location or company. Enterprise for instance has been much better to deal with.

Rating:

3.0

Don't try buying a hitch from them useless

Rating:

3.0

Require more staff for pick up and return. Should improve the Return location entrance.

Rating:

5.0

Both the pickup and drop off were easy and smooth, and the social distancing was well handled. Honestly, my only concern is the prehistoric credit card system that must be 15 years old, or more. It's time UHaul (or maybe it's just this location) joins the tap-and-go generation.

Rating:

4.0

The only thing was the wait to get the truck. Quite long we waited an hour but or else it was amazing service !

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!