The staff at the Breezehill location were excellent. However, my booking was made with the Coventry location but a few days before pickup I received a call from an agent who advised me that my booking had been moved as no trucks of my selected type were available at Coventry. I found it strange that a booking could be completed without the required equipment being available. Further, the agent asked when I intended to collect the truck. I told him around noon. That elicited no informative response from the agent. It was only at about 10:40 that my wife happened to check the website for Breezehill and learned that it closes at 11:00. Thankfully Han, who spoke with me when I called the location, assured us that someone would still be there to serve us. Please note that we made an approx 480 km trip to collect this one-way rental to move our daughter home at the end of her schooling. This lack of clarity added unnecessary stress to the expedition.
J-REID J
Capital Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Ottawa, ON K1Y2H6
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- 4.0 Average Customer Rating
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The UHaul app is a complete and utter disaster at both pickup and dropoff. It glitches out and forces you to redo steps over again multiple times, and wouldn't upload the required pictures at dropoff. We ended up having to call and talk to an actual person who was very helpful and able to sort things out for us. Highly recommend avoiding using the app if possible.
Benjamin SWent above and beyond the call of duty. Uncle Al, and the younger Chinese man, all were more than friendly. They helped me move the items. This is something I would never have thought would happen. These people deserve a BIG raise. They do more for customer comfort and cost. I will be recommending this location to EVERYONE. Thanks again , your help was more than appreciated.
Paul RI am writing to express my deep disappointment regarding the experience I recently had with one of your locations during what was already a very stressful moving process. The day before my scheduled move, I personally visited the location and reserved a truck along with two dollies that I specifically needed in order to complete my move. At the time of reservation, the dollies were physically present at the location, and I clearly emphasized how important they were for my moving arrangements. The representative acknowledged this and proceeded with the reservation. However, when I returned the following morning to pick up the truck, I was suddenly informed that no dollies were available. I explained that I had personally attended the day before, confirmed the availability, and specifically arranged my entire move based on that understanding. I fully understand that certain accessories may not be guaranteed due to availability issues. That is not the core of my frustration. What I expected was at least a minimum level of professionalism, accountability, or even basic courtesy in handling the situation. Unfortunately, instead of attempting to help or de-escalate the issue, two individuals at the location — one of whom appeared to be either the manager or possibly the business owner — responded in an extremely aggressive and hostile manner. Rather than offering any solution or even a simple apology, they raised their voices, behaved in a confrontational way, and ultimately cancelled my reservation altogether. To make matters worse, they even refused to provide the truck that I had already reserved. As a result, I was forced to spend additional money on Uber transportation to reach another U-Haul location, losing a significant amount of time during a very time-sensitive moving day. This alone cost me approximately $40, not including the unnecessary stress and delays caused by the situation. To be completely honest, I do not truly expect this message to change anything. Experiences like this often leave customers feeling that feedback mechanisms exist more as a formality than as a genuine effort to improve customer service. When customers have limited alternatives, some businesses unfortunately begin acting as though accountability no longer matters. If customers truly had equal and convenient alternatives, no representative would feel comfortable treating people in such a disrespectful and humiliating manner. I am genuinely disappointed by this experience and deeply regret having gone through it during an already difficult moving situation.
MEHDI HReally great customer service from the man at the front desk!!
Amber P