I 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 H
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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Customer Reviews
- 4.0 Average Customer Rating
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Really great customer service from the man at the front desk!!
Amber PGreat service.
Leonard BWe arrived and got into truck. There was no walk around the vehicle with the UHaul person. When starting the vehicle we told the U-Haul person the tire light was on. He looked at tire and said we were fine. It needed 20 lbs of air to get it inflated after 1 hour of driving. There was no windshield wiper fluid, so we had to buy some. The inside of truck was dirty and we had to sweep it out.
ROBERT HExcellent customer service!
MICHELE J