U-Haul Moving & Storage of Ottawa

The agent spent ~5-10 seconds looking for (on the keyboard) and then typing each character in my rental contract . None of staff was very familiar with rental software. I had to spell out simple words like "gold" and explain VW was the same as Volkswagen. As others have said be very, very patient. Not the place to rent if you are easily frustrated. I've rented motorcycle trailers and moving trailers from these guys a few times because they are the only people who rent them. Staff that are present are usually not that adept at their jobs and staff rotation is frequent. Plan on spending half an hour to sign out a trailer or truck if there is no wait, longer if there is one. They have every vehicle and trailer possible to rent but no one working there who is adept or knowledgeable of the reservation or rental process. This place desperately needs a manager to sort things out and get staff operating efficiently.
7 years ago (09-12-2017)

Your wait lines are too long. Your facilities are a disastrous mess of storage junk. You should renovate the interior so that you have a couple of nice desks at the front of the building and a large storage in the back on the store that clients don't see. Not to mention that you called me 3 days later asking where the trailer was, when I had returned it a few hours after renting it in the first place. Very unprofessional crew over there. Clearly they are making money, they should re-invest and hire more staff.
7 years ago (05-03-2018)

Showed up on the day of our move for a reserved truck. We were told they didn't have any in the size we reserved but were waiting for a late drop off. The rep who assisted as IN, he was VERY unprofessional swearing many times and placing blame on other customers as well as other employees. He had no intention to resolve the problem while placing more inconviences onto us. For example having to call a contact to see if they will be a contact for our account, because of the new system. However though my drivers licence information wasn't needed because that was on file.
7 years ago (25-02-2018)

This is a larger location but the service is terribly slow. As a customer I feel put out by the standoffishness of the staff while you are waiting. Not a smile or hello or be with you shortly. In the end it is Uhaul though and you get what you pay for. I really only come here because it is in all ways cheap. Ordering online does not help the experience. Staff that helped were fabulous added stars.
7 years ago (27-01-2018)

I booked a hitch installation online at this location, using their online scheduling. I had 8 available time slots to choose from, so chose 10am. I travelled SIX hours by myself with a baby to get into town for this hitch install, only to be left a voicemail when I was five hours into my trip that they were overbooked and bumping me two weeks. Tried for three days to reach anyone at this location, left messages, and nobody has called me back. I need this hitch. I travelled all this way at my own time and expense with a baby, and now what? Completely unreliable location and terrible customer service as they have received my messages, so know the situation, and refuse to call me back. This is not my first time using this location for a hitch installation or trailer rental, but will be my last. UPDATE: the Manager emailed me a few days later telling me the online system was to make a "request" for appointments, not actual appointments. I responded that that was unacceptable way of handling things, and my payment was made at the time, so we had a contract. Finally someone from the store called me (assistant manager) apologized profusely, and promised to work me in on a suitable date that I could come back. Finally a decent, understanding person to speak with! The day of my new appointment, they were an hour late starting as the installer was late (what else could go wrong?) Once the installer arrived, he did a good job. In summary, I would say this location has some serious issues. I did in a follow-up visit meet the future manager of the new location opening in Orleans and he was super nice and helpful (went above and beyond to help me). Once they can offer hitch installations there, maybe this location can catch up to demand and get their act together.
7 years ago (14-10-2017)