U-Haul Moving & Storage of Britannia

VERY BAD CUSTOMER SERVICE. The guy who was there yesterday at November 29th 2023 around 1100AM DOES NOT care to help customers and get them situated.

Called about a truck and seeing if they can check their system to see if another place has it, the person Steven was short, rude and had a condenseding tone. Not helpful at all. Called a second place that were able to actually check through the city and were able to get me a booking with a nice alternative at a different U-Haul

Picking up the truck went smooth until I received it and realized it was dirty and had to dispose of the pervious users materials myself such as old used coffee ups and trays. While Covid is still going around, yuck. The truck I received worked fine I had moving help from a family member I was able to deliver my items back to the location safely. Regardless I was promised a free storage unit for a month. I had informed the employee I might not make it back in time they said that was fine due to the self check in and drop off option on your mobile device. When I had arrived I had confirmed what I was told over the phone they could not help me and mad me feel very bad. Ruined my entire day. When I went to book the storage unit there was no applicable discount for the month and nobody was there to help. I wouldn’t have even needed it that long anyways. I ended up paying for for mileage because I had to arrange for my items to be dropped else where. Would not recommend this uhaul location or any other to ABSOLUTELY ANYONE. I will never be using this service ever again in my entire lifetime.

One of the worst storage places I’ve encountered! Sign a contract, only to have the cost raised not even two months later. Not how you do business. And all the extra fees are outrageous! My daughter took her stuff out because of the fees and how the “owner” treated her. 100% would NOT recommend.

The manager Melanie is very friendly and polite and answered all my questions! The staff are really friendly as well.

I had the most service-oriented experience I have ever had from a company at this Queensview U-Haul location. They were compassionate, kind and very helpful and informative. Noah went above & beyond in ensuring I got everything I needed, even after I forgot a purchase there, and was extremely helpful, friendly, and jovial. A very trustworthy presence and I wish him well. Melanie, the manager, was exceptionally accommodating for my last minute needs, and helped me figure out moving equipment I would need without overselling anything, which is rare these days.
U-Haul should be proud of the top notch service provided by both Melanie, and Noah, and I can tell they both just love to help people. They've restored my faith in humanity and I will always appreciate this positive experience. Thank you.

3 star because the young man at the counter was truly trying to help even though technology was not working very well.
But I cannot give 5 star because after all the issues with computer then a woman came out and eventually tells me that the issue is because they had double booked the truck. But that was only said after I left to get cash for it. Not very good business on her part.

Staff were amazing and super nice, but Uhaul needs to get their computer system in order. Took 20 mins to load a transaction and resulted in the card system crashing. Only option was cash payment. Apparently their system gets overloaded every month as Uhaul gets busy around the 1st and the company is too cheap to update their system. So crazy.

Very helpful. We had an issue with the mobile checking, so the location helped us out. Very friendly and willing to work with us.

Fast and friendly service. Pick-up and drop off was a breeze. Really enjoyed the self-check/walk-around done online. Was really easy. I've used U-Haul before, but this is by far the best experience I've ever had.

Overall, the experience was fine
The van was in good shape.
But the manager might use a bit of softer tone while talking to people.

Mains garage location is the better one in my experience.

The worst place in the country the worst service I had a storage from them and I left a table top and they wanna charge me 550$ for disposable and before I rented a truck from them and I took over 10 days to get refund and the staff so rude with the manager and even the head office when I called them couldn’t help out they said the storage unit should be cleaned

Godd place and great costumer service. I will definitely recommend and go back to this place in the future.

The rep told me a different price when reserving the vehicle. But got charged more. I told them to listen to the recorded call but the manager never paid attention to that part.
Not impressed at all!

The worst experience I have ever had with a delivery company. I reserved the nearest location to my place to prevent extra millage charges but after two days they changed the pickup location to somewhere 35 km away from my home! And after I asked them about this inconvenience, they told me that we decide about the pickup locations and times not you! And without any apology they told me you can cancel your reservation and we cant do anything for you. If you want to change the location, date, time etc.so why you have a website and let your customer to arrange their need? It is unbelievable that I have just five days to relocate and I do not have any reserved van at the moment, this is so bad for this company. They are not professional. I will request from another companies from now on.

U-Haul's scheduling system is a pain (they don't clearly tell you if what/where you reserved is even available until a day or two before pickup), but the staff at this location were nice and helpful and did the best they can.

My worst experience with uhaul was with this location! Not friendly attitude and you will pay extra for a reason defenitly

I am a new customer of Britannia U-Haul. I needed a moving van this fall and storage locker this winter. Working with both Melanie and Caroline was a great experience, on top of the services provided. They are very courteous, knowledgeable (options, prices, flexibility), patient and personable with a genuine interest in making the moving and storage experience comfortable and efficient. I had shopped around and found that other companies were set up like a call centre where I fell through the cracks. Britannia U-Haul has that friendly neighbourhood feel with experienced staff, and that is much needed from many businesses these days.

My reservation at another location didnt have everything I reserved. Luckily, this location was near by so I stopped in and they were able to help by renting me the missing items. The girls were super friendly! Wish my reservation was with them to begin with!

Well maintained, clean and sanitized storage, was moving from out of town, reserved a 10X10 storage space at the last minute over the website and was greeted with a super smooth and simple check-in process. Kudos to Melanie and her team.

This was not a very fun experience for my girlfriend and I. We needed the truck for about 4 days.

We rented a Uhaul for an in town move. When we called a couple days to make sure all was in place and it turns out that the pickup date was incorrect. Also turns out that they set it up as a "one way" out of town move for 7 days. When we turned the truck in they also attempted to gouge us for gas at $30 for an eighth of a tank.but "did us a favor" and knocked it down for $15. Yes.gas gouging is still a thing in a first world country.

To fix all of this, my g/f was on the phone all the time with these clowns.always on hold, only to be transferred to another department only to be put on hold again!

We will not be using Uhaul for any future moves.

Excellent service Good experience in full relocation! From renting a track, renting a warehouse and then renting a track again! Everything went well and comfortable! High quality service by a team of professionals, from regular staff and managers with a flexible customer relationship spirit! Especially active and attentive Melanie and kind and caring Carolyn! Everything was great and awesome than great! Great customer service U-Hall will be my first and last choice!

Cons:
1) reserving a locker ahead of the move in date doesnt mean you have a locker reserved. I was told that " it does not matter". This was the case atleast when I moved in on Aug 31st (a busy day at uhaul).
2) Overall the system seems unorganized and I had a follow up issue with the storage locker I got. The issue was apparently rare though.

Pros:
1) They managed to hook me up with a big locker at short notice
2) First month is free
3) Move in and move out process is relatively simple

Booked a uhaul for my move. Said I would pick it up at 7am, but was slightly delayed, which was no problem. Uhaul even called to confirm I was still renting the truck. Service was excellent. Timely, and without issues. Would definitely rent from uhaul again.

This is a fantastic location in terms of staff, the manager here is absolutely amazing. Melanie has picked great staff to work for her and she herself goes above and beyond for her clients. I rented a one day rental here, and it was a breeze. I also had a storage unit, from another long distance one way that she helped me set up and gave me the best option possible. Her other staff were all so friendly and they always checked to make sure everyone was okay. Melanie definitely deserves Manager of the Year.

The staff are very friendly and helpful here. It's always a pleasant experience to work with them.

Unfortunately, the parking lot is pretty tight to be moving the big heavy trucks around. I always have a hard time getting them out of the lot. I wonder if a redesign might help.

I was charged crazily on the fuel charges on the contract: 90574966.i was just wondering how i would have consumed 17$ worth of Fuel for just 8 Miles on the odometer.
Unfortunately i did not take a picture of the Fuel level neither while i rented the equipment, nor i returned it as it was my first time renting. So i can not prove my concern.i know that it might not make a difference to you guys even if i feel bad about the way i was charged, but this a big lesson learnt for me. Will never use Uhaul again n will inform my friends too about this.

A big thank you to Caroline? She went to great lengths to solve an issue with another location and came up with a brilliant solution which saved the day. We are most appreciative of her help.

Staff is very nice and friendly, also voided multiple late fees as I was un able to presses payment but Ran into multiple problems tho and uhaul didnt show appreciation or accepted to give a refund.uhaul does not accept Visa debit and is not set up to accept payment from your online banking because they dont provide you account number. They do accept e cheques, credit card but if you forget to keep money in your account you wont have an option to stop the echeque by your phone in bank app (I think.never used e cheques before). This was the only thing I find was annoying odd times there system would accept Visa debit. I would not ever recommend renting a storage here. Have found multiple cockroaches in boxes and vacated a week after last payment to my account. If you go with dymond storage they refund you back your money for the days you aren't using the storage but uhaul has more strict policies and if I had known I would of never rented here. Even though I notified the facilities manger's supervisor they told me theres no refund what so ever and the fact I encountered pesticides is the first time they have heard of it and that the storage facility has NEVER had such an issue. They offered to call in a exterminator but at this point I decided to take my stuff out and store it in my outside shes for the winter. Hope other ppl do not come across a disgusting and utterly disappointing issue like I have.

These people are scam artists. There is a 15$ fee for insurance in driving their vehicle. However, if you are able to get your insurance company to provide insurance for their vehicle, then the 15$ is not required. Initially, I got a paper slip from my insurance that confirmed they will cover me.
However, they said it wasn't sufficient and they still charged me 15$ saying the money will be returned back if we can get our insurance to contact them and confirm they will cover the vehicle. We went to our insurance company, they called and emailed them indicating that they will cover for me. However, they never responded to any of the email or calls. They ignored me when I went over to talk to them and pretended that the conversation never happened. It wasted my time and they are a bunch of liars who only care about getting money. They literally stole my money and time and pretended it never happened.

Nicely organised, well served and easy to get rentals with accurate billing, I recommend if in need of a Uhaul as they hold many truck and lots of sizes

We booked our truck few weeks in advance and once we arrived at the uhaul for pick up out truck was ready to go. Staff were friendly and we had no issues dripping it off.

Booked a truck online one week before moving and I received email confirmation. Picked up the truck from this location and dropped it off on time. The staff was friendly and price was reasonable.

Poorly run Buisness. Booked my Truck a week in advance received a confirmation that the 17” truck was ordered at this location. Later received an email stating that it’s a 15ft at this location followed by a text at the same time saying a 17ft in Gatineau. Called and the person at the phone was useless and had no sympathy. All she could say is all we have ever is 10ft trucks. I said as a customer online your location showed you have one as did my confirmation. I will never do business with this location again. I highly recommend you avoid as well. If I could give 0 stars I would!

Junk. I reserved a truck. The emailed confirmation told me to go to this location. I got there, they did no, is at another location down the road. I went there. The dealer tells me he didn't have any trucks available. I went back to the original location and had to listen to them yell at the dealer of the other store for giving my truck to a walk-in rather than to a client with a reservation. Didn't care for him being lecturer, i just wanted to resolve getting a truck. The only truck available was half the size of what i reserved so it made for more trips and forth to load and unload a large move. Not thrilled

I called to process a payment days before the rent on my storage unit was due, it was not processed, and I was charged late fees.
Service is slow (it took 40 minutes to set up my account, nearly an hour on the phone to sort out mischarged late fees) with little communication between departments/ customer service reps. Calls are redirected between departments and because of the poor communication/ documentation of communication it is difficult to get things done in a smooth efficient or accurate manner. I was told I would be called back by the manager and never was.

On the plus side: the storage units are well kept and clean.

Edit: When calling I believe your call goes through a general customer service line that isn't connected to the location you are dealing with. And from the sounds of it each location may have different policies, which makes doing anything over the phone exceptionally difficult. "I don't know, " was the answer I received to most of my questions. In order to speak with the Britannia location I could not call directly, instead I was told I would receive a call back. I did not receive a call back.

The loading bay area is a complete disaster. If more than one truck is being unloaded its very difficult to move.