service was great too
RICHARD V.Customer Reviews for U-Haul Moving & Storage of Ottawa
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Keep up with good job
sasa M.Very pleasant owner/manager, kids outside knew what they were doing, no unnecessary time wasting paperwork, all quick, easy and friendly...it was either drive three carloads an hour each direction x6, or $20 for a trailer. Fantastic.
Joshua B.Get a parking space for regular customers!
Mario R. B.Your online system and call center agents were all terrible, and we spoke to five of them! We booked what we wanted online, for the date, site, and time we wanted, and people kept calling us to change it to something else because you couldn't accommodate our request. We still didn't get what we wanted, and had to drive across town. The first caller told us there was nothing she could offer us and tried to make us rent a truck, we canceled the reservation. We made a new reservation. The second caller couldn't even figure out what kind of equipment we wanted and ended up telling us she couldn't help us. The third one told us you'd call us on Saturday to confirm the reservation but they didn't think they had what we wanted, so we could wait and figure it out the day before. Sucky, but fine. The fourth one called the next day and said they'd give us a size up from what we wanted, but we had to pick it up at the opposite side of town at 8:30 in the morning. We asked for other options and she said that was all they had. We got to the pick-up center for 8:30 and it doesn't open until 9:00 am, so we had to just hang out and were late for what we needed because no one would help us (obviously, since they weren't open - not their fault that some idiot at your call center booked a time that wasn't an option). The last person was the only person I actually called, to complain about the fact that you had done this to us, and he just said he'd transfer us to the booking agent who could look for a similar rental at another location. Why would we do that??? By the time you guys dawdled your thumbs and sent us across town again, the site would be open. I'm annoyed and thoroughly miffed at your organization, not looking to switch my reservation again. Overall, thoroughly unimpressed with the backend of your organization and their inability to clearly communicate with customers about what they needed, and what arrangements were being made. We got none of the things we wanted from this reservation, it was a complete hassle, and if you had any decently priced competitors, we would never use u-haul again. But you don't have anyone who even compares to your prices, so I am glad this rental didn't cost us a fortune, it was just a lot of inconvenience. The site itself was lovely, the staff were friendly and helpful, and I have zero complaints about the location, but goodness gracious!, retrain your phone people, they suck.
Eden W.I would only recommend U-Haul installation to people that drive ICE vehicles. Everyone I interacted with at this location was friendly and professional. That being said, they were not able to finish the installation job because of a lack of knowledge of electric vehicles. The hitch was installed but I now have to take my car to the dealership and pay them to install the wiring. Train your employees on EVs!
Amy M.The guy at the desk was elderly man and wasn't helpful with my simple questions of types of payments ie visa or debit or cash the other man was of colour and was on his phone the entire time in the office, the man outside of colour as well was on a personal phone call trying to set up a payment plan of unpaid bills, and was not helpful didn't help me hook up didn't help me check lights or anything!
kayla K.Love this location rental ready no hiccups, John and staff in yard, excellent, Bert Flanagan
Bert F.The Coventry Road U-Haul location was everything I would expect U-Haul to be. They were quick, efficient and professional. Return was a breeze.
WILLEM B.nothing
IAN A.So easy to book and to finalize the registration (advance registration is super) and customer representative are excellent. They provide friendly, no stress and efficient services. Returning of equipment was just as easy and rapid. Staff are great at what they do, friendly and efficient. Thanks.
Jocelyn L.When you return the truck after business hours، this location will take advantage of customers for $ 20 to $30 dollars Although I had filled up enough gas، they charged me $29 again I drove 30 KM, I used about 4 litres of gasoline. I put 10 L gas before returning .‌ I called them several times they are not returning extra charge
syamand K.Truck inside light (back)wasn't working we have to use our flash light to work was night.
Mario B.In and out in a very short time Perfect!
Charles O.Great location and easy to use for truck drop-off.
Natalie E.Thank you to the ottawa team.Once again top notch. Best regards David
David T.excellent service
Mahinda L.The van I was given had a dead battery and because we received it at closing time, we were stuck in the freezing cold trying to figure out how to make it work. We eventually found an employee Max who was very helpful and was able to jumpstart it for us. Although when we got home to begin packing, the battery had died once again and we had to call towing services to replace the battery. Customer service was amazing. It just sucks because we all took a night off work only to have a working truck over 3 hours after we were supposed to. Overall a very terrible and draining experience. At least we ended up with a working van though
Francois D.The inside of the trailer was clean. The outside of the trailer was very dirty. The staff was friendly and helpful.
Brad C.When I picked up the rental, I noticed that the gas was only at 1/8 but on the paperwork it was supposed to be at 1/4. Before leaving the lot I talked to the man that had showed me where the truck was. He marked the contract saying it should be at 1/8 and told me that he would change it in the system. When I dropped of the rental, I had made sure that there was slightly more than 1/8. The man that was receiving the drop off first did not know how to read the gauge and kept saying it was at 1/16. I had to explain to him numerous times how the gauge works and that it was over 1/8. He then charged me because the man in the morning never changed the amount in the system so it said I was supposed to drop it off at 1/4. We went back and forth about this, and at the end he said my only option was for him to charge me, and then for me to come back in the next day when the boss was in to get my refund. VERY unhappy. I then went inside and the guy told me at the desk that I could have just received the refund now if the guy outside hadn't put it through yet, but he did. Now I have to waste my time to go back in to talk to the boss to get a refund. Definitely feel scammed. I will not be using this location again even though it is the most convenient for me.
Kas M.Be more available for clients. They literally made me go hunt for my vehicle on the lot and do the pre inspection by myself. When I went back inside to tell them about a dent on the side, they asked me if I did it. I literally had not entered the vehicle yet. I don't understand why you would ask the client to do your job for you. (locate the vehicle on the lot, do the pre trip inspection)
Michelle P.The trucks front plastic bumper was loose. It kept on slipping off. It requires 2 screws to fix this. The guy checking the truck I was aware of this and said it was not my fault. Suggest better maintenance!
Peter B.Maybe next time, provide a truck which was clean. There were 20 clean trucks in the lot, but I was assigned a dirty truck. Worker tried to wash the back windows but the water hose was frozen. We had to wash the truck ourselves hen we got home because we could not see out the windows.
Elio M.Staff at Coventry road location, John, and young lady Sandeep not sure of her name. Both professionals, polite, pleasant, Bert Flanagan
Bert F.I wish you offered the ability to extend the storage unit for a week or two, not needing a full month again.
ERIC F. | Overall ExperienceThe person at the desk helped me tremdously by casually asking what my plan was with the trailer and pointing out that it would not fit my requirement. We proceeded to change the rental making the trip a breeze.
Georges B.I have rented from many UHAUL locations and the outfitter at Coventry is BY FAR the best. The staff are knowledgable, professional and kind. The vehicles are cleaned and well maintained. I will never use another UHAUL location again.
Grant W.Make the online booking app more efficient
David M.Very friendly staff. Thank you.
Elizabeth B.Just keep training your employees and doing your best Thanks
John O.all is great!
Daryle H.When I rented the vehicle the fuel gauge did not show full and I mentioned this to the staff and made a photo. When I returned it I filled it up to the full but the gauge did not show full just as in the beginning. After the return they charged me for refueling. I emailed them to complain but they did nothing. This is not the way to do business. I won't recommend this site to anyone.
Evgeny K.Was not directed to the car once the keys were provided or given a walk around to check for damages. Plenty of snow on the car when we got there, no wiper in the cargo van. Had to read the steps to return without guidance on after hours protocol.
Aytin W.Clearly explain what fuel level the truck needs to be returned with.
Terrence J.This the second time i had business with this u haul facility exept the saff member Max ...other i had to deal with were horrible it feel like government office or its like a corber store. The owner have very bad attitude...
Nimal S. | Overall ExperienceVery helpful employes and manager
SERKAN S.All good. Thank you
BOZHIDAR D.It's all good
francis S.Your online check in suuuuuuucks. I ended up waiting in line instead after waiting 20 min.
Adrian B.What is the point of booking a trolley when you don't guarantee it being there.
Mizuki I.i find it ends up being quite expensive for a four hr, not as bad over a day or so. staff was friendly and helpful especially the men working outside giving out and taking in the vehicles. the location looks spruced up, was impressed that finally it looks great and feels good to go inside not junky. a great improvement. thanks
MAUREEN B.Great service all the way through the process with the four people I met including your two outside helpers. Look forward to renting again
Donald P.Excellent communication and installation
David T.Excellent friendly service!
Lorraine S.Très professionnel
Romuald Peguy S.The interior of the cargo box was clean and smelt pleasant. But the cleaner was still wet on the floor. I had to park on an incline at an apartment loading area. I almost slipped on the floor.
Brian M.I rented my vehicle le from Gatineau, not Ottawa. Really disappointed that I had to drive 60km out of my way to pick up my truck after reserving it 3 weeks in advance.
Shannon O.So, this location was very very patient with me. I was a scattered mess because my aunt had died and my mother was dying and I just wasn't in the best shape. They dealt with my confusion over pricing and tried to explain things... It's not their fault that the phone line gave me incorrect information leading to me trying to figure out where the disconnect was... They even stayed late to help me get on the road and I sincerely appreciate their help. I said no to equipment being clean and maintained because it was a one way trip and I could only take that one specific car transport trailer. The employee had to bang on it in multiple places with a hammer to load my car... Then the drop off location tried to say there was damage to the trailer. My husband simply said it was there previously and they left it at that.
Christina M.Thanks for the good serves and friendly serves
HIKMAT R.I came to rent a van and I was in a hurry, the staff gave me a van but they didn't check the gas level correctly, vecause I was in a hurry I took the van without checking the gas level, I only drove less then 18km and even put in 6 liters of gas in it, but when I came to return, the staff told me that there's lots of gas missing and that they'll charge me $30 for it, I explained my situation and that it's not even possible to spend so much gas on just 18km, but they said that they can't help me with this situation and they'll have to charge me, this was the worst experience I've had with uhaul
NOAM G.It was a great experience l had with the customer service
Olusola A.I received the vehicle with an almost empty tank. I had a really short trip so I did not refuel it. Got charged extra for not refueling. Ridiculous
Tolga O.The reason I put no to equipment being clean and well maintained... The truck was fine, but the guy loading the trailer had to bang places with a hammer to make it work, tons of dirt falling from it. When we returned the trailer the employee at the drop off location was trying to claim there was damage to it...
Christina M.Thank you
Veronica S.The manager at this location and staff were very good with Customer Service. Check in was prompt.
David B.Trailer was completely covered in ice a snow upon pick up. Questioned the employeee hooking me up why I couldn't take a clean one? His response - “ I don't really give a sh!t, this is the one you are getting.†In the end I got my job done!
Wayne M.We weren't able to do the online pick up and tried for an hour. First the system didn't accept our profile picture but didn't let us take another one. Then, the system didn't accept our contact reference. We were chatting with someone live who end up not responding to us. We had to call and waited for 20min to have someone online who wasn't able to help us. We had to wait for the shop to open. We were such in a rush that we didn't check if the gas indication was accurate. It wasn't. We ended up paying 40 dollars ourselves for gas, then U-haul charged us an extra 20. For 80 kms. Very disappointed in the total experience. Next time we'll rent a truck thru movers, which would be cheaper and more practical
Alvaro T.If you'd have parking spots for customers that want to leave their cars for a couple of hours, it would be fine
CHIDOZIE A.I made an appt for 9am. I arrived at 8:30am, and the price was wildly over my quote, like $180 over. Turns out that time from my actual pickup to my proposed drop off time was now more than 24 hours, so you were gonna charge me for an entire day extra rental. Not acceptable. Staff figured out the issue and helped me understand it and not be overtime.
Rob E.Clean and easy to access.
JULIE L. | First ImpressionsI went in and stated that I was renting the unit for only a month and I vacated the unit on time. They sent me an update by email on the 15th of the month that I rented and I sent them a update on the 31st stating that I had vacated as I promised. I also told the worker who was outside I had vacated. There was no procedure given and as we buy or own locks there is no reason to return to the facility especially since we were communicating by email and they're completely understaffed and poor customer service inside this facility. They state they ignore the emails and again no notification that they ignore the emails and donnot reply. I also called in to the facility as well. This is illegal and predatory as I am a handicap and this facility should be fined and people arrested especially if they are doing this to other disabled and elderly people.
Kweku K. | Overall ExperienceThe storage area is velnerable to flooding as experience as shown. Better measure are needed to prevent floodings.
DENIS R. | Overall ExperienceAbsolutely 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.
Sara C. | Overall ExperienceEverything was excellent except during flood.
Isaac A. | Overall Experienceprice is too high.
Carl W. | Overall ExperienceUnit leaked causing damage to belongings
Patrice B. | Overall ExperienceThe 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.
Rose-Rebecca A. | First ImpressionsAfter a rough first few minutes, the staff rose to the occasion and made it a good experience.
DOUG W. | First ImpressionsUnits are in terrible condition. Same price but Rand new st dymon
Kerry H. | Overall ExperienceI 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.
Pat L. | Overall ExperienceThe 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
joshua c. | First ImpressionsJohn was polite and supportive
Christopher C. | Overall ExperienceStaff are very helpful. Our storage unit was frozen shut and a staff member was able to open it for us.
Juliette M. | First ImpressionsAccess to the storage units could be improved
Jim B. | Overall ExperienceThe 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.
shawn c. | Overall ExperienceMy 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.
christopher B. | Overall ExperienceWet leaky storage containers. Hopefully our storage items survive the experience.
James W. | First Impressions1- 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)
Julie C. | Overall ExperienceUnprofessional 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.
sasa m. | Overall ExperienceStaff 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.
Karine L. | Overall ExperienceGood communication and helpful
Regent D. | First ImpressionsStaff are uninformed, slow and not very friendly.
Pearson F. | Overall ExperienceTerrible 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,
Eric H. | First ImpressionsPour moi tout était correct propre et bien entretenue et le personnel était vraiment sympa. je recommande vivement.
Astrid M. | Overall ExperienceThe 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
Shawna P. | First ImpressionsWe 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.
Shawna P. | Overall ExperienceCharges is too much and they are not considerate
Taiwo O. | Overall ExperienceEveryone 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.
Duaa A. | Overall ExperienceExcellent job!
CLARENCE B. | Overall ExperienceI 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.
Jennifer W. | Overall ExperienceThe 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.
Adamou S. | Overall ExperienceMoving 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.
Ali R. | Overall ExperienceUnits 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
john S. | Overall ExperienceExtra Super Services. I Love your company.
Israel B. | First ImpressionsHASSLE FREE!!!
Winifred O. | Overall ExperienceAlthough 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.
Candice P. | Overall ExperienceVery patient, knowledgeable and professional staff. The move-in experience was especially seamless! I highly recommend.
Winifred O. | First ImpressionsDonald 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
Meghan W. | Overall ExperienceReally 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.
Patricia P. | Overall ExperienceStaff very obliging.
Jane W. | Overall ExperienceBenjamin 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
lee m. | Overall ExperienceThere 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.
Valerie L. | Overall ExperienceWe were handled professionally and quickly. Would definitely recommend.
Valerie L. | First ImpressionsNONE
MICHEL O. | Overall ExperienceReserved 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.
Ric L. | Overall ExperienceThey 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.
Kirsten L. | First ImpressionsThank you We are now done with your services.
carlos v. | Overall ExperienceThe experience of storing items at this Uhaul went very well. The staff member seemed to know his stuff, and was very efficient.
Samantha F. | Overall ExperienceOrdered 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
Dominic M. | ReservationForced 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
aaron l. | Overall ExperienceI 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
Claudine B. | ReservationSeem staff do not love their job
Alia A. | Overall ExperienceWe 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.
Samantha F. | ReservationI 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.
nicole m. | Overall ExperiencePleasant,Efficient,
Elizabeth D. | ReservationService 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.
dan l. | Overall ExperienceI 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
linda r. | Overall ExperiencePlease 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.
MATT N. | Reservationthiefs
Elsie M. | Overall ExperienceI 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!
MARKESSIE B. | Overall ExperienceUpon 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"
Kelsey C. | ReservationI 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
Kevin D. | ReservationThe 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.
Charles C. | Overall Experiencethe storage was very dirty and there were mice in the location, I lost one pillow eaten by a mouse.
Roberto A. | Overall ExperienceDO NOT RENT A STORAGE LOCKER FROM THIS PLACE. Tamrat Meherete cannot get it through her head that my storage contract ended the 4th of April 2018. I keep getting threats for payment. Duh.contract over
raewyne b. | Overall Experience