Only thing I noticed was there was no wiper fluid, but everything else was great
MARTEL BCustomer Reviews for U-Haul Moving & Storage of Orleans
Testimonials From Recent Customers
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I have tried other places but can't compare to you guys keep up the good work
SEAN WThe fee for going a few KM over what we said should not be so high!! We went 5 km over and paid an extra $45 - THAT DOUBLED OUR BILL!!!
CONRAD KThe truck we were given was initially hard to find in the lot as there was no one around to guide me in regards to the number to look for. The truck had moisture dripping from the roof inside, which we did not notice until we had loaded boxes of books and a mattress inside, as well as some wood furniture. We had to cover everything with a tarp to keep it dry on the trip, and our King foam mattress suffered from condensation build-up, which we are still trying to dry out 2 days later. I think the truck had been sitting with snow on the roof, and staff had not checked the inside prior to renting it to us. Otherwise staff were very friendly and efficient with the pick-up overall.
SUSAN PNada
TAREK HI spent 1 hour to get a key of a truck i booked earlier online. The main issue was the payment mathod, all my credits cards ( visa and MC) were refused for no real reason ( the agent told me the computer reason ) then i had to pay with checking account ! Please fix this issue !
INNOCENT NVery Happy Customer
Pierre T | Overall ExperienceHad issues trying to break my lock, because. I lost my keys - uhaul depends on only 1 man to do this job, wouldve been nice if any staff could Had issues with my access card, couldnt use washroom
YANIKI H | Overall ExperienceWe picked up a truck that was supposed to be 1/4 full of gas just as we were supposed to bring it back 1/4 full. It wasn't. It costed 15$ to bring it at 1/4 to begin with. We took. A picture of that gas pump and nothing was done for us at the rental counter. Yo
J LQuick and efficient service!
MICHAEL NWe have to wait for one hour plus because the back doors were jammed for first 2 trucks they offered us. And the truck was covered with dirt. I travelled 25 kms but was charged for 25 miles
JASPREET BWhen we pulled out the ramp there was a lot of broken glass. We also weren't told to wait for our dollies so we did not have them. Other than that though everything went very smoothly.
Rachel DDon't charge extra amounts on fuel without check the lecture, that was stupid, but the guy there was nice that's all.
GIBRAN GStaff very friendly and knowledgeable
JOSEPH OHave the vehicle accessible. It was pre-booked but the vehicle I was assigned had four other vehicles blocking it. I was reassigned another but it took another 15 mins to redo the paperwork. Please have the vehicle ready so I don't have to search for it in the lot.
PAUL HStaff, utmost co-operative. Thank you.
EDMUND B | First ImpressionsEasy process.. and trucks are good. Your app sucks though. Crashed a few times Will use your service again on wednesday. Thank you to the uhaul team at the innes location!
Kenneth CWas very pleased overall. Love the fact of driving in. Unloading, and loading out of the weather. .. way better prices than Diamond Storage.... Maybe you guys should consider more Self storage places.... Give diamond a run for the money. .lol. I would recommend this place....
CAROLE M | Overall ExperienceIt took them one hour before they found the keys. That is not ok when people are waiting to help you to move
Richard LAt pickup Jennifer was professional and handle everythinggreay. Gracias
YVES DReception guys are strange. It feels like they are forced to work. They guy was talking to me and browsing his phone at the same time. So embarrassing. Except from that the truck was clean and tidy. The blankets not so clean but do the job. Gracias.
Monsef OOverall this place is generally smooth. Staff are helpful and friendly, I never have to wait and returns are straightforward. Despite a ton of snow and ice in the motorcycle trailer, the exterior staff member was helpful in clearing as much snow off the trailer. I'll be back. Thanks
JALIL AGreat and efficient service
FRANCIS K | First ImpressionsThe online pick-up process is frustrating. I didn't like being forced to download an app
Eric LThe van was dirty from outside and garbage and tools are inside the van. Not acceptable.
FADI JIt took the third vehicle before I got a truck that could be used. There were two staff members there that did not care about working and the language used by one was totally unacceptable.
ALAIN GVery pleased with this facility and the staff. Clean, secure and well lit common areas. Especially liked the drive-in area allowing items to be kept dry while arriving to or leaving the storage facility. Will use again if the need arises in the future. Gracias
Lora D | Overall ExperienceOne of the tire was bad. Got flat not long after we left the premises. However, we had good service for a replacement. Gracias.
Nathalie BWould be nice to be able to hook up inside the facility.
ROBIN Lgas was indicated at half but wasn't. so when I filled it to the same amount and indicated why...they charged me anyways. even though I disputed the gas from the beginning. never even got a reply. next time I'm renting from home depot...it's like ten bucks they overcharged but it was fraudulently charged. it's theft.
Robin BTruck was not well maintained as the check engine light was on and the truck did not run smoothly and sometimes had to worry what will happen if the truck died on the road. Upon return of the truck, the employees were chatting and joking on the inside the store and had to go in to call there attention
STEVE OOnline process was ridiculously complicated!! I've never been asked for other contact info such as friends or family for a vehicle rental. You sent a weblink to complete by phone on location but it doesn't work so had to download app…. It was such a hassel that I likely will avoid u haul going forward.
Lawrence CYour staff could be more friendly and show they actually care. I've gone to the Innes location 2 times now, each time the staff are miserable and unwilling to actually help. You have to sort of demand to be acknowledged for them to even bother trying. It's really annoying. I picked up a van and they didn't have it defrosted or clean. They expected me to go find it in the parking lot without any help and were really slow for me to check in to get it, which made the time I had to use it less than the amount I wanted.
Samantha WI ordered 2 packs of furniture blankets. I was late and anxious at pick up and didn't realize that I was to get the blankets myself. I thought that the blankets were in the truck as ordered. However, I am realizing that I could use that storage unit promo for renting the truck. ...
WILLIAM SEverything was great. Check out and check in process were very easy. Trick size required was available. No issues. Thank you.
JAMES MWell…we have winter here in eastern Ontario…so, it would be nice to have a snow brush/scraper in the van, especially when the client is expected to remove a covering of snow before driving the vehicle…other than that, things are good…
DAVID JThe payment machine often falters and needs to reboot. Takes up a lot of time. Not the first time it happens to me when processing the payments.
ERIC TFriendly staff and clean storage I like that I can excess to my unit any time and is secure
SHAHRNAZ B | First ImpressionsYour app for check in sucks. Three tries to upload my license and I gave up. First truck assigned was jammed amid other trucks. Second truck assigned had low tire pressure alert. Third truck was fine. Staff were very friendly and helpful though
Chris W4 days into a new month & I have to pay for a full month. Not asking for a day by day basis refund, but at least go by "half a month" maybe. Not too happy about that. Very friendly service though.
MICHAEL R | Overall ExperienceDespite booking the drop off location months in advance, I got a call the day before the drop off asking me to leave the vehicle at another location because it was more convenient for u-haul. After a frustrating conversation I ended up returning the truck to where I had originally planned.
James EThank you for the friendly service. Always clean. Always secure.
MARIE PGood business
DENIS BYour 24/7 mobile service is awful. Doesn't work, doesn't loads, takes forever. The person working when I picked up wasn't helpful when issues arised - they seemed lazy. The return guy was helpful when your app didn't work. You put the work of renting back on the customers that your employees should provide. It was extremely frustrating.
Jacqueline Elights didntn workroom first trailer. garbage in second. Gary was very helpful and knowledgeable.
PAUL HI was surprised at how easy it was to rent a vehicle (9' cargo van) these days. In the past, I have waited in a cue to pick a vehicle, but this time I was in and out short of 10 minutes. Everything you need to know about a vehicle rental is well explained on their website, but it is explained again by an agent when you pick up your rental. Upon return, you park at the drop of station, the vehicle is quickly checked and you are on your way. All this, is if you have not exceeded the pre-agreement rental contract. Well done U-Haul.
DAVID HEverything was great! Clean facilities, professional staff. It would be nice though if one can pay up to the day that you leave instead of having to pay the whole month. But apart from that, all was very well arranged, both when arranging help during the move, renting the truck, and having the storage for over a year.
Michel W | Overall ExperienceService was so slow the admin guy seems obliged to be at work, the yard guy signed me out before hocking up my trailer then realized that I am just picking up, the trailer door itself was so hard to open and when I tried it and told him he after I hardly open a quarter of it , he said it's okay you will manage , I've been in back pain since , unit #8484K needs door maintenance, shouldn't be rented out to people in such ondition , I dropped it off after 4 hours an 55 minutes, left a sticky note at the door about my time out, called next morning at7 am to tell them , a customer service rep I am sure from somewhere in USA hardly cab hear her voice took all info and told me I will get an email ,never happened called again at 3,30 and the guy who answered couldn't hear what he was saying , finally managed to finish with him to get an email with my final receipt , I am a regular user of uhaul I rent a trailer every 2nd weekend during camping season , Uhaul never been like that before, I am surprised honestly, this time experience was shocking to me , sorry
SHAWKI MI rented equipment from hertz before, in less than 10 minutes, you are out the door. At U-Haul, it's a nightmare: you wait almost an hour in line and minimum 30 minutes in front of the clerk. In my case answering the same question over and over again. The service is extremely slow. Same thing in the yard the equipment wasn't ready it took me another 30 minutes to get hooked up to go because of the malfunction Causing delays. U-Haul have to do a better job of speeding the process for the consumer it's borderline ridiculous how extremely slow the experience is. And that's not the employees fault. to me it's the system in place. I know this isn't going to do anything because it's been like that for decades but there you have it.
SEYI MThe place was extremely busy, first of the month is always busy. We all had a long wait. At least 20 customers at 8:30 am. Your agents were very patient and working hard.
MARY BThere was nobody at the physical location when we arrived and after going through an hour with customer service to try to get the app to work to pick up our truck we came to realize that the lock box that we were assigned contained no key and wasn't locked. Customer service was unable to help us and we thought we had no truck. Finally after about an hour and employee of the location showed up and was able to open another lock box which contained our key. All in all this was a terrible experience and we wasted over an hour of our time and came close to not getting a truck at all. I guess in the end we were lucky because we did but it sure didn't feel that way.
Catherine SThe app is really not user friendly. It took 35 minutes to get approved to take the truck
Carol WThe U-Haul website and app don't work well because I had a hard time booking and paying for moving help (more than 7 attempts) in the end I had to pay via my wife's credit card, and so far it's still on my credit card and I've missed out on cheaper moving help. No way to contact Mooving Help
ERIC WI received a rental that had a left driver side flat tire and I rented 12 moving blankets and they were not in the equipment. When I received my final bill I was charged for the moving blankets. I'd like a refund for those blankets I never received.
BRIAN BAlways long wait times to get anything, the employees are not always friendly. And the staff running to the door at 6:58pm, to make sure that the client who is returning the truck for 7:00pm does not bother you, just before the end of your shift… that was very frustrating.
MICHAEL FSuper helpful staff helped make things seamless and stress-free. Very excellent crew at that location and highly recommend.
Michael F | Overall ExperienceScammed the gas consumption for 12 km as using one bar of gas.
PATRICIA PTruck smelled like weed. Cabin filters need replacing.
Ben CThe driver's side door wouldn't close properly and the transmission wouldn't go past second gear. This vehicle should not have been used.
MAURICE AHorrendous customer service, two people who clearly hate their customers. No idea what a reservation is. Running out of dollys, at a uhaul, despite RESERVING one - the answer to this wasn't an apology, or any attempt at a solution. It was "I'm going to remove this from your reservation because we've run out." Meanwhile, 5 were for sale right next to me. Never, ever, ever using this again.
RYAN CVery helpful technician, extremely knowledgeable answering specific questions, greatly appreciated assistance.
ROBERT GThe complete process was so easy and the truck was in excellent condition.
Catherine NHonestly, I couldn't have asked for better service. I left Ottawa about 6 months ago with no other option than having to store my belonging. And never even once have I had to worry about it. I stopped by a few month after on a short visit, and everything was still intact. Same as when came time to move out 路♂️
Patrick L | Overall ExperienceYour personnel could use training. First of all, the guy told me that he can't print my invoice. He promises to send it by mail. When he fails to send it, I go back the next day, and a different (and pleasant) individual prints the invoice on the spot; in other words the first guy lied by telling me he was unable to print. SEcondly, the first guy never disclosed to me that I was supposed to provide fuel for the vehicle. He told me that I would be paying for each kilometre, but he never mentioned a fuel charge. Very deceiving.
ROBERT RThe trailer wasn't clean, there were many small stones in it from a previous rental. It wasn't a big deal, just explaining why I ticked no to the clean box.
SCOTT HStaff went above and beyond
WILLIAM GWhen I loaded the trailer I noticed that one tire was flat with only 10 lbs of pressure and the lights intermittently worked with the 7 to 4 adapter I purchased from your store. I had to stop at Canadian Tire to purchase another adapter which corrected the issue.
Jules LAll staffs are customer focused. The guy completed return is very friendly.
MD ZÀ 24/7 access would be appreciated.
MICHAEL F | First ImpressionsThe storage facility was an excellent choice. We purchase boxes that have handles in them that made are moving task a lot easier to move around. I thank you U-Haul for providing storage during a very difficult time as we required a place to store my children's father's belongings after his passing.. I would recommend U-Haul storage and will recommend to anyone and share my experience. Thank you, sincerely, Darlene Cameron Innes Road location, Orleans, Ontario, Canada
darlene c | Overall ExperienceVery clean and safe environment that makes you feel secure about where your stuff are.
Jennifer K | Overall ExperienceI love the fact that I can drive in and unload. That makes it so helpful
Adele J | First ImpressionsVery satisfied with my storage rental. My complaints with Uhaul have been more about the trucks and vans. Gracias
NELSON L | Overall ExperienceService here was great ! Super helpful! Really nice people too ! Will use this service again ! Thank you for your help !
CHELSEA T | First ImpressionsI've called many times and you guys never picked up ! Never had a call back. I never received my 100 dollars deposit from my first move and was charged the full price for the storage for 6 days of use the last month which is ridiculous!!! Never again !!!
NAHOMIE S | Overall ExperienceAll went well except on exiting the Storage Building, I typed in my access code to turn the storage bin alarm back on. It said, "Acess granted, Peter", as if I was coming into the builidng, not leaving.
Peter B | Overall ExperienceI had a great experience with this U-Haul Storage. The facility was clean, secure, and easy to access, making the process stress-free. The staff was helpful and efficient, ensuring everything went smoothly from start to finish.
MD I | Overall ExperienceGreat staff. Price is good. I will recommend U-Haul to people and let them know your services
Grant H | First ImpressionsLiana Pianta was pretty aggressive. NOT IMPRESSED!
Nancy L | Overall ExperienceMy only complaint was simply that storage was far too expensive.
Bryant M | Overall ExperienceGreat team and service! It's the first U-Haul location I've ever been able to reach by phone. Great facility too!
EMMANUEL R | Overall ExperienceMy only issue was when I would call for anything I would be put on hold for sometimes up to 45 mins at a time. The last time I called regarding payment of my unit, it took me 3 days of calling up to 3 or 4 times a day to get a hold of somebody.
Jesse S | Overall ExperienceThird time I rent!
tammy f | Overall Experiencethank you,i was very pleased
Mary A | Overall Experiencelong wait times and staff are not able to accommodate any services to the client
GEOFFREY R | Overall ExperienceNice company would recommend
Njumbe A | First ImpressionsI had to have my lock cut because I forgot my key in Montreal. The $50 fee charged for that was ridiculous.
Nathan F | Overall ExperienceWorst slowest service of any business in the world. Took half hour even after standing in the line for 15 minutes to get the storage locker completed. Pathetic. Computers system is antique and the card machine is from the 1970s
RAYYAN K | Overall ExperienceStaff was very friendly helpful and help with smile.
Zubair A | First ImpressionsGracias.
Stephan C | Online Move InWhen it's time to deal with reception. Staff really slow
eric n | Overall ExperienceProfessional , efficient, and, friendly staff. Answered all my questions well. A pleasure to deal with! ¡Gracias!
PETER W | First ImpressionsThe rep I went to see to close out my account was not helpful or friendly at all and did not want to help. He said oh we haven't received your payment but infact it was paid and I showed him my CC statement then he was like oh yes you did then he was like did you take a pic of the storage after it being moved out? I said no and he was like oh we have to send someone now. Also I wanted to take over my dad's storage as he moved out he said I couldn't do it now come back.
KAWSER H | Overall ExperienceStaff very friendly and helpful, even when really busy
mark F | First ImpressionsI have good and bad reviews about my experience! Building A - Cons: The storage facility was not always secured. We would arrive to the storage later in the evening (8-9pm) and the doors were unlocked. The automatic doors would be open (wouldn't need a code to enter) and people were just walking in and out. Most days there was extreme debris and garbage on the main floor near the entrance and on the loading dock. There would be shattered glass, nails, garbages etc. The floors were quite dirty. The bathroom was always a mess (or out of service). I understand it is a very busy area, and many people are moving; however it's very disappointing to walk over garbage and debris with furniture and household items. Pros: The actual storage unit was nice and secured and temperature controlled. I always had access to my unit. I felt my items were safe since there is an alarm and camera system in place! The storage facility had good lightning and the lights would come on upon entering. Con: The alarm would go off almost everytime we went to the storage facility. I'm not sure if clients didn't provide their code, but it would go off constantly. Once it was time to move out, I completed the online move out request and never heard back from the staff. After 3 days, I had to call the U-Haul customer service number. They said someone would get back to my shortly. Which they didn't; I received an automatic email saying I moved out. There is a miss of communication between the office and clients. Overall, I am happy about the actual unit but the storage facility needs improvement. It seems that the newer building (B) is a little cleaner and more maintained.
Stephanie M | Overall ExperienceHonestly I coulldn't beleive how well organized, clean and efficient their facility is. I regretted ever using another company and now will have to move my other things in storage to this facility as it is 100% better.
VIKI A | First ImpressionsGreat service! Fast and friendly and the rates are affordable. The facility is clean and large. Definitely recommend uhaul over Dymon
Jesse S | First ImpressionsPerfect location for us and glad we can access it at any time
Melinda D | First ImpressionsI have rented 4 trucks and now have 4 storage units with you guys do to a move and a situation I'm going though. Waiting 2 hours for a storage unit to be provided to me and not honoring the free storage following a 1 way truck costing me over $400 in my situation very frustrating none the less I got a unit after already have 2 other units. Knowing I have 24hr access (or so I thought) I went to grab food prior to unloading the uhaul and when I returned to unload my access code was denied. Leaving me to now rush back to unload a 26 foot truck with my wife and 3 kids under 5 instead of with the help I had arranged. Everything is always done slowly and even when reserving and setting things up on the phone nothing is ever ready, nothing is every accurate always given different info in person then on the phone. I have used uhaul ALOT over the many many times I've moved. I will be definitely be looking for other options during future needs of these services. As for the questions in this survey the way they are asked. Helpful not at all. Friendly sure, but slow and move at the pase of a sloth.
JOZEF G | First ImpressionsOur experience at Uhaul in Orleans was very disappointing. I do understand that the person I dealt with was new, but it was as if I was bothering him when I was asking questions about acquiring a storage unit with lots of sighs. On July 15th, we rented a 26ft uhaul truck in Carp. We received an email stating that we qualify for one month free storage. I was proactive and called to reserve the uhaul storage, which for some reason was all the way in Olreans. Once I received my confirmation of reservation by email, I made my way down to Orleans Uhaul to claim my locker. The customer service rep was new and was not interested to help. Lots of sighs like I was bothering him. He someone could not find my reservation, even though I had my confirmation. He ended up getting help from his coworker to complete my file, to get all the way to the end and tells me I cant access it that day and will only have access in 24 hrs. We had already had the truck since Monday and this was Wednesday, July 17th. That meant we needed to keep the truck for two whole days before being able to access the storage and unload our belongings. After speaking with the GM of the Orleans location, Liana Pianta, she assured me that the 24hr policy I was told does not exist and to come back the next day. I did and was able to get my info at end of day. She assured me that we would be reimbursed for the extra days we needed to keep the truck due to their error. We were charged $567.24. Once we received the storage, which we followed the instructions on what kind of storage we should get for a 4 bedroom home, we were faced with another problem. Our unit was only able to fit half of our things, leading us to unload the rest of our belongings in someones garage. To make matters more stressful, the truck did not fit in the garage due to the garage doors not built to be accessible for Uhauls 26ft trucks. Huge issue for people who move their personal belongings all the way to the 3rd floor to the back having to leave our truck downstairs with public access to anyone…not too comforting. 1) Wasted time/days, truck rental fees for extra two days over a 24hr policy that does not exist. 2) Truck doesnt fit inside the garage 3) Incurred more KM's than we should have! This move was beyond stressful for nothing due to these issues we faced. We are requesting to be reimbursed for two days of rental $285.04 and KM's wasted from Carp (245 Westbrook rd) to Orléans Uhaul (3636 Innes Road) a total of 43 KM both ways for a total of 86 KMs, back on the card on my file.
STEPHANIE D | First ImpressionsFacility was clean, well lit and very secure.
ANDREW W | Overall ExperienceJust sent a email over the confusion that I am ending my rental of unit 3191. I was in on July 11th ibthink to pay my monthly bill and I just heard a voicemail to remove my locks....but I didn't give any headway that I was ending my rental agreement. I will still need said unit monthly till November.
Brian M | Overall ExperienceThe facility was very impressive. When we moved in it was quickly done, given the spacious traffic routes, use of carts, big elevators, wide aisles and responsive automatic doors. It was clean and efficiently functioning with water fountain and washroom for patrons. Our items came out of the room as clean as they went in and we felt very secure they would be clean and safe while stored. Online auto payment was great and in office staff were very helpful and friendly, more to their credit as some customers are not. Situations with customer issues I observed were handled very well.
GLORIA Y | Overall ExperiencePrice is very expensive. Restroom frequently had overflowing trash, and broken soap dispensor. Outdoor card reader frequently offline after rain.
BRADLEY M | Overall ExperienceThe started my booking on the wrong day. I went in to reserve a storage and the processes it as starting immediately and said I had to pay that day. I am now Pauling for storage time I do not need !!!
Joanne M | First ImpressionsI had zero issues. My furniture was stored there for nearly four years, and came out in the same condition as it went in. I was impressed by the cleanliness and management. Would definitely return, and would recommend this to others. ¡Gracias!
Mary W | Overall ExperienceMy first truck rental and storage experience was positive and satisfied my needs. A subsequent (second) truck rental and storage contract a month later was disappointing as I was informed by the agent, after rhe fact, that I did not qualify for the one month free storage promotion associated with the second truck rental a month later. The policy concerning this promotion was not made clear at the time of online booking and the agent was not willing to even reconsider an adjustment due to the clarity over the policy . It left a bad taste in an otherwise positive experience. It is therefore a cautious "average" recommendation
Richard G | Overall ExperienceThe storage place was nice and clean and most important the people working there were very nice, friendly and helpful. For being my first time it was a very good experience. Gracias
MONICA P | Overall ExperienceVery helpful staff; clean and well-maintained units!
Sarah C | First ImpressionsNeed more improvement in all categories especially in customer and pricing methods.
adnan m | First ImpressionsSuper clean and well maintained facility with a helpful team.
ANDREW C | Overall ExperienceEasy access to the storages, and the little cars on the entrance helps a Lot to move in and out , making the job easy. Parking lot big for leave our car when we working on the storage! Completely satisfied!!
Carlos V | Overall ExperienceExcellent efficient service and extremely reliable. ¡Gracias!
Michel A | Overall ExperienceThe lady at reception was very kind, helpful and patient and considering that it is my first time renting a storage facility it was nice to find somebody like her to explain everything very clearly. I also found a couple of people outside who work for the company who were quite helpful.
MONICA P | First ImpressionsThe perfect interim solution for moving and storage. You can store an amazing amount of stuff in a 10 x 10 locker!
LORRAINE D | Overall ExperienceI enjoyed using my storage unit and found it to be very secure to storing my things..The app is very easy to use and when i had an issue,calling they were always helpful...When the time comes I would use again to store my things...
Antonio D | Overall Experienceacces to storage should be 24/7 because when mooving we need to be able to access storage at late hours.
Ridha G | Overall ExperienceThe access to Storage Faility is limited until 10pm , the day I move from Kingstn to Ottawa almost I get locked inside the Facility and afterhours the help was only by phone no in site. Thankyou
Tomas R | First ImpressionsExcellent service, friendly staff. Lockers are clean and safe.
Nathan F | First Impressions