Customer Reviews for U-Haul of Burlington
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.
Testimonials from recent customers of U-Haul of Burlington
Long wait time to check in, perhaps more staff needed on peak time weekends. Staff was very courteous and helpful.
Quentin took great care of me at the Riverside Ave. Location in Burlington, VT. He was kind and helpful while his manager was useless. I look forward to working with Quentin again because he has a terrific way with customer service. The truck had a squeaky belt, BTW.
the GM was unknowable in the way things are ran and I pulled away with two trailers because he failed to see a second trailer hanging on the first. I returned the trailer and had no place to pull in the equipment return so I tried to pull through the parking lot to turn around and was yelled at by one of the workers, then he complained about being in the wrong lane and I should've stayed put.( if I stayed I would've blocked oncoming traffic with the trailer) just poor experience overall
Quentin was exceptional. My reservation had been changed 3x to accommodate college move in weekend. He made sure I got the truck I needed and apolgized accordingly. Great customer service!
The contract was well explained. Personnel was courteous & helpful. I was happy with the rental.
Very god experience, would definitely recommend this UHaul location to others. Only comment I have about this site is that you need a larger facility. Yard is packed and potentially dangerous and inefficient.
I had a terrible experience getting my equipment. I will switch my loyalty to Ryder.
I would say the only issue I had wad not being able to pick up the uhaul in my town where there are several locations. I was not discounted for the 36 miles both ways that I had to travel to get the truck where I needed it.
Very friendly and cheerful staff. Quick check-in and drop-off. Very efficient.
Customer Service could improve for sure. We have always used U-haul. We will probably stop using U-haul after the past two weekends we have rented a trailer. We did both requests online as it is easier. The lack of ability to define your location and time is a problem. This does not work well for people that are moving. They are on a schedule. They have certain requirements to meet.
We asked for pickup at Rent -A - Wreck and we get sent to Riverside Ave. This again makes it more time consuming. If I wanted to pick up my rental at Riverside, I would have selectedt Riverside.....
This last rental we wanted to have it at 8am on saturday. We recieved an email back that it was at Riverside Ave and we would not be able to pick up until 3pm. this did not work for us. As we lost the entire day of moving.
We called to reschedule a pick up for Sunday. The rep booked us for 8am for a store that opened at 9am. We got there to pick up the rental and the Sales rep would not alowus to pick up until 9 when they opened. Again this was another lost hour of moving for us. We would have stayed home packing and getting ready for the trailer if we had of known.
When I called Customer Service it was again a waste of my time. They passed me over to scheduling which as well didn't open until 9am so I got voicemail. When I called back it was a terrible experience with a person supposed to be the Manager on call, that had her headset bleeping in and out and I got every other word she said. Basically she didn't give a care if I was upset or not. She defined it was a mishap deal with it. Which is terrible response for a customer service rep to define to a customer.
Sorry would have been a better answer. We need to book at large truck to move into our new home, which we have already deciced that we will not use U-haul. I will pay the extra money to have quality service and respect of my time.
Lost customer for bad business.
The equipement worked well. The customer service was good and very helpful. There is required insurance that isn't included in the rental price quotes which is not nice. They always seem to have understaffed service counters with abused employees and irritated customers. I had a fine experience
It wasn't all their fault but my experience was terrible and I will never recommend to anyone to use Uhaul.
Very kind and thoughtful people. The entire operation was professional and smooth.
Service was slow and inefficient - waited at least 30 minutes to be waited on, and everyone seemed unhappy.
Very difficult to talk to them by phone. I was unable to locate the drop box for the key return, I assumed they had a spare because I was dropping off at the same location and only given one key. I still do not know if I was to leave the key in the ignition and will not do business with uhaul again. Budget is much easier to work with.
Leon is amazing. Very friendly and always professional. I use this location many times a summer and I always receive a smile and great attitude from Leon. He makes working with Uhaul a pleasure and I am grateful for his courteous manner and helpful hand.
Leon Lee wasveryhelpful, took time to figure outa wire problem and helped us figure out what was needed.
The staff was friendly, helpful, I had to change my reservation last minute, and they worked with me to get me the equipment I needed.
Very nice people, helpful, knowledgeable and quick.
Seemed like a busy UHaul location but I was greeted within a reasonable timeframe. Friendly staff.
Where to begin.....
1) The wrong card was charged for the rental even though I personally made the reservation and asked a rep at the location which card would be charged. My colleague (who picked up the truck) was incorrectly charged for the rental and incurred hundreds of dollars in overdraft fees because of the error.
2) Despite being asked to perform one, the location staff did not do a walk around when the truck was picked up.
3) The equipment was faulty and the bumper fell off while driving on the interstate.
4) The truck was filthy and had not been cleaned on the inside or outside.
5) When the location was called to address all of these issues, we never heard back. A week later, after having placed a formal complaint with Uhaul, they called finally called us.
The worst part is..............not the first time something like this has happened at this location. I rent a lot of trucks and will never use this location again!
I reserved my truck online. I received confirmation email and texts about when and where to pick it up. Prior to pick up I called this location a dozen time to see if I could come a little earlier than the noon time stated in the text. Every time I called I got a busy signal. When I got to the uhaul location they said they did not have the truck I had reserved and it was clear there was no coordination that happens between uhaul online and at least this location. Fraustrating!
I found all the staff members to be customer focused and friendly. I would have preferred to have a smoke-free cab. Additionally, I found the lack of adequate customer parking at the uhaul center to be challenging. I wish I had some advance notice that I might not have been able to leave my car at the uhaul location while I used the rental truck.
specially when a customer calls half a hour to reserve a truck
Make sure the order is not confused with another truck, I had a massive confusion and a lot of frustration with returning my particular truck even after dropping it off in excellent condition and full of gas. The communication was very poor and it should be addressed so it DOES NOT happen to possible future clients. it was a simple mix up I am sure, however, it was all the same a pain to deal with since it was across state lines.
First, coordinate what the call center people say when selling to the customer with the pick up location. Customers have every right to expect the same deal at the pickup location they were told they would get either online or from the call center.
Second, there were two people at the pickup location counter. One named Quentin and I do not know the other one's name as he was not wearing his name tag. The one without the name tag should be either terminated immediately or put through an intensive training on how to work with customers. He was irritating from the beginning. When we shifted to Quentin, things were much better. Quentin has people skills.
The location and the vehicles were fine. It is the people that determine how a customer feels about U-Haul though.
I reserved a 26 foot U-Haul and confirmed tat it would be in Burlington VT 36 hours before my trip. 12 hours before my pickup time U-Haul called my and informed me they would not have the U-Haul at that destination and on top of my 4 hour drive to Burlington I would have to drive a 3 hour round trip to pick up the U-Haul. They said they didn't care about my drive and I would just have to deal with it. Poor service, Poor customer service, and poor management. I would suggest going with budget trucks.
The paperwork was not for point to point drop off like I registered on line. The people agreed with my description of the truck and offered some compensation, but have not seen any. (Blank truck of all UHaul logo's with for sale sign in cab, soft brakes, cracked windshield, useless windshield wipers, left tail lights non functioning, filthy sticky steering wheel) I received a call 2 days later asking if I returned the truck and where? This was my worst experience ever renting a truck.
Leon the guy behind the desk was more in a hurry to get home than he was to help me. I explained to him that I didn't think 129 miles was enough to cover where I had to go . He said you would give me 10% on the overage for mileage. I was over 17 miles because they txt me and said I had too bring it to Valley Falls which was 16 miles from my home. When I had a drop off right in the town I live in. Therefor over 1 mile instead of 17. There for I possibly would have been over a couple miles. but like I said I told him he didn't allow me enough miles to begin with. The woman on the phone that the girl talked to from Valley Falls was not very cooperative at all. Not happy with this part of my experience at all. Got charged almost $8 extra anyway even though I told Leon I thought he didn't have enough miles down. If someone wants to discuss this more in detail please call me @ 518 573 5237. Not happy at all.
Employees are obviously unhappy and annoyed easily.
Overall experience was great. Loved the new truck. Location is good but yard space is awful. It's a busy location and there are so many trucks and trailers that a customer can't park, can't get out of a space when you finally do get a spot.
The guy behind the counter was rude, appeared to act like having to deal with customers was an inconvenience.
It was obvious that all of the trucks were rented too close to actually give each customer what they reserved. I reserved a 17' truck and was told that I am actually only getting a 10'. It took two round trips and cost an extra $80 in mileage. I realize it is the
"end of the month" but uhaul should plan for that accordingly, and not make it the customers problem.
When I opened the uhaul it was full of concrete dust and hard cement. The staff never checked to see if it was clean when it was returned nor did they check when I rented the trailer. I had to clean out the trailer and mop out the dirt before I could use it .
I had an after hours drop off time and they never informed me of what I needed to do with the key or the truck. Might want to be more thorough in the process of explaining details, regardless of if it is the last half hour of an employee's shift.
The equipment and personnel were great. I felt they took an interest in me and my needs. I'll be back.
My experience with the customer service was excellent this time around. However, the building itself is in a bad location for moving large trucks in and out of, especially with any kind of traffic. It desperately needs to be moved. The truck was perfectly clean but the transmission definitely needs service as it kept shifting abruptly and harshly, not like the other same size U-Hauls I've driven.
Check in was slow, store opened 10 minutes late. Return was amazing, guy was polite and super fast and efficient. Tried to return boxes the next day without a recipt and could only get credit,after waiting 15 minutes for someone to help me. Not good policy at all.
Agents could have been a little more friendly and personable otherwise rental process went smoothly
Moving is stressful as is. It seems uhauk enjoys making this process as hard as possible. You set everything up on the website thinking you'll get everything where you need but alas the u box location you need is full and they decide to send you 2 hours away to fill your boxes. This wouldn't be the end of the world except for the fact they charge .79 cents a mile. So I made 2 trips and was charged hundreds extra for something I had 0 control over. Basically got baited and switched. I can almost guarantee I'll move again... but it won't be with uhaul. The clerk at best was unsympathetic towards this u e
Unethical business practice.
No issues on drop off, fast and easy
First time I called was told none of pick ups had hitches. Good thing I called back and was told of course they do and we rented one. Brand new truck (awesome), old rusted hitch, had trouble getting pop up camper off the ball. Very crowded location (lots of rental trucks).
I booked the van for 9:00am online and the confirmation email I received stated that it would not be available until 4:30pm. This was a huge inconvenience to me, maybe the ability to check the time before finalizing a sale should be an option.
This was a nightmare experience.
The dates were wrong, the location for pick up was wrong - MULTIPLE TIMES!It cost me 3 times the amount to do this because of the problems with UHAUL.
The truck was dangerous and should not be on the road. The brakes kept locking up and the transmission was slipping. On top of that there was a very rude employee inside. I will never use a uhaul again.
The location is old, but well-located. The vehicle I rented was almost new - and perfect for the job. No complaints.
Van was brand new. Staff were articulate and helpful. Only drawback is the teeny, tiny parking lot. It was packed when we tried to return the van. This was the only stressful/unpleasant part of the rental.
The people were great. When I went there there were able to help like all the people there at one time. Very efficient. Very nice
The price for an appliance-moving hand truck was incredibly reasonable. Saved our backs.
There was no on site parking. After moving all day and was exhausted, but I had to walk a half a mile to get to my car. AND no one mentioned it during the initial process so I didn't know I should have someone come with me.
The sales person Quinton was extremely helpful,polite and efficient,
People working when I picked the truck up were very rude! When I dropped the vehicle off they were very rude again. They acted like they hate their job, not professional at all!
The gentleman who took my return was incredible. He seemed to be by himself and about 4 people showed up with returns at once. There was no room on the lot and he had to play musical vehicles to get every return in and out. It was 85 and humid and he hustled all over the place and got each return out in a flash. He kept a smile on his face all the while. I hope you pay that man well!
Kevin and Crystal were excellent!
Close out the credit card invoice in person when the customer returns a rental vehicle. This allows the customer to address any small discrepancies at that time. I was billed for a few extra miles (I checked and recorded the odometer at pickup and return) which was the only blot on an otherwise perfect rental experience. It's hard to dispute something like that when the receipt is received by email and the small amount (~$4) not worth the drive back to the UHaul store. to dispute. All the personnel were professional and friendly at pickup and return.
Nothing. Staff was great. Equipment was a little old, but, in very good condition.
I would recommend to revise the locations you provide on your website. I went to drop off the truck to one of the locations your site provided at
3436 Roosevelt Hwy
It turns out they are not even an Uhaul place anymore. It really messed up my trip, I had to drive 40+ minutes to the next location. The person in the Colchester location which is a gas station said there's always people there trying to drop off uhaul trucks there and uhaul hasn't correct the error. They stop being an uhaul place for over a year!!
I was tossed around to 3 different p/up locations. Quoted a price then raised. Told I could use my credit card then hours before departure told no. Kevin Holcumb wrote me a rotten e-mail. I was so stressed out 9 hours total on phone,.Never again!!
You have almost no customer parking, very crowded and inaccessible (customer parking spaces wee filled with rental equipment).
But your process was very, very streamlined. When I brought that truck back I was greeted outside and on my way in about a minute. I can see that this pocation has improved greatly from about 5 years ago (all except the crowding).
Was a great experience. Only think you could improve on is maybe coffe and donuts! Thanks for your help
The place is understaffed, it took me 30 mins to get someone to come and do the checkout. No one was there to help remove the hook on my car. The whole experience was terrible and I would not wish the same to any other customer.
First, the truck was not swept out, and the floor at the drivers seat seemed to be cleaned with armorall, it was dangerously slippery.
Also, the rental agent told me that if I had the truck back by 7pm the next day, I would only be charged one day. Guess what, I was charged two. When I called I was told that was policy and I'd be contacted by Keith the manager, no call from Keith!
I understand your policy but when your employee makes an arrangement, you have to stand by it!! I will be reporting this to the credit bureau, not that it will most likely do any good, but a crook is a crook!
The staff was well organized and prepared. For as busy as they were they took the time to explain and set up the trailer I rented in a very professional manner.
The only reason I rated the location average is because there is no safe drop yard and available storage. I would expect more space at a Uhaul like facility. The nearest availability for storage and drop yard space was 60 miles away in Rutland. Other than that, the young man who helped me drop the trailer stayed after hours so he could help...
Extremely efficient and easy to return
Service was great given the circumstances. Truck was 4 hours late and delayed packing and ultimately the trip. Truck was very dirty. Also received a flat tire.
Let customers leave a name and number option for call back in the morning.
The rental truck was perfect however the auto trailer was another story. There was marked damage on it and at several times during the 1500mi trip the ratchet straps came loose at one point so loose they became reached. Luckily we had personal ratchet straps we were able to secure the vehicle with however we would still have to pull over to check the trailer every time we hit a large bump in the road. In addition i was told i could not run my card as a debit card (my purchase limit was 10k for debit) and i had to run it as credit which the limit was not high enough so i had to call my bank. They released the limit and a 1500.00 charge went through. Because of this charge i was told it would have to be refunded and i would have to wait until it got credited to my account. This lead to a very heated discussion with the sales rep which was not his fault that the software and transaction processing method was set up for him to fail in these types of situations. Needless to say this is the 2nd time we have rented with Uhaul and had extreme difficulties dealing with what is normally a basic issue.
Another uhaul place didn't have the truck I had reserved, but luckily this uhaul location had what I needed and let me keep the vehicle for 24 hours, which the original location would not let me do. It really worked out better that I went through this one!
Garage personnel were smoking during my interactions with them - agent who met me at the vehicle was courteous and efficient and professional
Very quick and easy! Thank you!
Two men working outside when I checked in and out were SO helpful. However,man and woman working inside at the front desk were always rude, unhelpful, and unwilling to answer my questions.
Line was very long on the day I went in. They probably need more assistance, and should try to process things a little quicker. Some seemed much slower than others in finishing with each customer.
I ordered a 24 foot truck (3 bedroom house) from U-Haul online 2 weeks before I needed it. I received a confirmation email. The day before I was scheduled to pick up the vehicle, I checked in with the local office to confirm and I was told they only had a 15 foot truck available. I was never called or alerted in person. As a result I needed to make multiple trips, which cost me double in moving labor and double in the mileage that U-Haul charges. There was no effort on the part of U-Haul to defray any of those costs. U-Haul's lack of customer service ended up costing me about $400 and a great deal of headache. Thanks for that.
Super nice guy at the providence spot, he must LOVE coffee. I think you could have a small pamplet with simple driving suggestions for noobies - make wide turns, double check your mirrors, etc. Hit me up if you need a graphic designer!
There should be a sign on the road showing where to return truck.
Great vehicle, and great staff!
Make it clearer what constitutes clean/have the person check the back.
Staff were helpful advising me on how to fix problem with my b hitch.
The reservation process was a joke. Any good company that lets you reserve a truck or any type of equipment online should know at that time if the equipment is available. Uhaul either needs to ditch their website or fix it.
They uncoupled the trailer and I was gone in 10 minutes. Later that day they emailed me a receipt. Excellent service!!! Maybe you should send someone up from Hyannis to learn from folks who know that customer service is the key to success.
Have honest employees working the counter. I reserved a uhaul online from 0800 on June 26th to 0800 onJune 27thth. The man at the counter insisted I only reserved the truck from 0800 until 1600 because that is the average time it takes to move. The employee became unprofessional and aggressive, then once I pushed back and stated my original reservation he later admitted one of the employees changed my reservation. Nice job uhaul. Way to have employees with honesty and integrity.
One tire on the trailer was bald of tread in spots.
Tension between the personnel in the office checkout tables was uncomfortable to be around and spilled over into a rude attitude from my checkout attendant.
Pre-registration via a phone call to the office was excellent.
Customer service was horrible. Worst experience ever!!
People were wonderful; service was wonderful - thank you
After a 10hr ride in late June at 90-95 degrees in a uHaul truck without working A/C, and after a rain leak in Mom's attic marred a carefully packed table's finish I would say there was some room for improvement of the equipment. Sometime around getting bags of ice to keep the cats from dying from the heat, I reflected back upon the ease of my prior move with a rental from Penske. Good news was that the uHaul's lower truck deck was easier to load, the the link to moving help was very helpful. Unfortunately, I will not use the company again due to the equipment issues.
I came 15 minutes early to pick up my rental - happily as I had to wait 45 minutes to receive it and a very long line formed behind me. The Internet was acting up and the employees did not seem equipped to cope successfully with the situation. They faced the situation with calm, but seemed so passive and at the mercy of the machine. Couldn't there be an alternate, manual way of preparing the contract in the case of an Internet failure? Seems to me this might be included in the Guarantee - 45 minutes is a long time when other people are waiting for you to arrive so they can load . ..
I didn't know how to release the parking brake and had to call to get help. I wish I had been told how to do this before I set out.
The employees were inattentive to customers waiting in front of them - never made eye contact. When the small parking area was filled with Uhaul equipment they left no place for customers to park. Manager lost his temper with a customer who was trying to park in in back of the facility. Rude, rude, rude
The truck bucked all the time, feeling like it wanted to shift but couldnt-the tow was off. Felt like either the transmission was going or the tires had broken belts. Barely got it to 50mph on the interstate. Upon returning advised them I had put 5.08 gallons of gas since it was not full and was not quite down to 3/4-the indicator said at 3/.4 to put in 5.5 gallons, then I find they charge me over 9.00 for more gas I only drove 34 miles, I know it gets bad mileage but think it is more than 5 miles per gallon..I told them that the gauge did not move, so thought there was also an issue with that as well as the transmission. Showed him the receipt..I have rented a number of trucks through the williston road/.rent a wreck location and had much better experiences than this one. I do not feel I should have to pay for any more fuel for sure.
Truck was unavailable when reserved.
The Sunday morning clerk (from receipt) Austin Hamlin was incredibly rude and barely accommodating. He basically called me a liar and that I had not selected the option of 8:00am on the internet when booking my truck because the store doesn't open until 9:00am. Not only did I book that option time on the uhaul website I also booked for a different location that I found later to not be open on Sundays. I'd like to see the website provide only the approximate times, locations, and truck availability. The other truck maintainer, Quentin I believe, was very friendly and negotiable and obviously new his coworker had a horrible attitude. I've also had rude employees in the past at this location.
UHaul changed my pick-up location an hour before I was due to arrive (on an airplane), requiring me to pay for a second taxi to the new location. The first location was apologetic and helpful. This second location did not acknowledge the inconvenience nor was it willing to help me with driving directions needed due to the change. The truck was not clean (trash in cab, dirty windshield) but operated well.
Generally, dear UHaul, please don't overbook--and give customers more notice when changes need to be made.
They serviced us after hours and we are very greatful! Thank you!
The guys were very helpful. I would definitely use this location again.
Kevin Holcomb is bad news for uhaul. I've rented from this location probably 6 times in the past with smooth sailing but this last time I was greeted by Kevin Holcomb yelling at me, then condescendingly asking me how long I had lived in burlington. He felt I should know that the businesses on his street have two drive ways. After returning the truck I received an emailed receipt with a surprise, a $25 cleaning charge billed by, guess it...Kevin Holcomb. Truck was clean when I returned it, I've never received that charge before, and I won't again since I'll be renting from Penske.
A little difficult to get into as they have so many trucks. Had to park next door at the gas station. Staff was excellent.
I returned the trailer i rented at 9:30 am whitch was an hour and a half early. They did not process the paper work until 1:30 and i got charged for an exta day. Not happy about that.
Provide guidance for night-time equipment drop-off at the location.
If you send an email confirming that a unit is available for loading and on that date the unit is not there you should have notified the customer ahead of time, especially when the customer has boxes and boxes ready for loading, and should offer some help or compensation, instead of the cold-shoulder, the run-around, and a general total lack of concern. That would be good customer service, if not just plain civilized behavior. All stages of interaction with U-Haul was utterly unhelpful, demoralizing, and thoroughly sub-par, from the local franchise to corporate. I had a neutral attitude towards U-Haul before. Now I thoroughly despise U-Haul and will avoid it all cost.
The manager at the desk was a little pushy on the insurance. Otherwise everything was really good. Good vehicule. Also I extended the lease twice, and the personnel over the phone were nice.
There is no reason to own a pick up truck or trailer when it is so easy and inexpensive to rent a Uhaul truck. I had a truck full of yard waste today that I took to the land fill. I rented the truck the night before, picked it up at 8 AM and returned it by 1PM. They emailed me the receipt and that was it. I drove my car there and left it parked up the hill off Prospect St..while I used the truck. Seriously it doesn't get much easier.
The facilty is small and has two driveway entereances. The return driveway is on the farside of the building. A sign at the nearside (north) would be helpful.
The young gentleman who assisted with the trailer was very pleasant (Mr Stubbs?). The gentleman behind the counter was rude and was not customer service oriented
contract with neighboring businesses to use their parking lot for customers. If I parked at Dunkin Donuts, I would been attracted to go in and purchase something from them. It could be a win-win for you both.
The vehicles tires were unbalanced and the vehicle shook violently at speeds below 55mph. Considering my trip took eight hours each way at speeds well below this threshold I did not think the vehicle was in good shape.
A walk thru of the truck and where everything is would be helpful.
Larger, better marked parking lot. It's difficult to tell where to drop off your van or truck once you're done.
There was nowhere for me to park, communication was unclear about where/when to pick up truck
Not enough parking spaces and the area is too congested
Expand the entrance-way for the trucks maybe? Several people arrived at once and couldn't get in very easily.
Van had 94000 miles and had a leak that was a minor inconvenience. As a repeat customer, I would like to think a newer and better conditioned vehicle would be made available. If I were moving furniture, the leak may have been a problem....I wasn't and so it was a minor inconvenience.
Drop off was a mess...looked like everyone who rented came back at the same time. No opportunity to discuss equipment with personnel.
Everything was great. Customer service was excellent.
Great job on an incredibly busy day for Burlington.
Nothing! It was great in every way from the quality of the vehicle to the service when I picked it up and when I returned it. I'd definitely use this location again.
QUIT FUCKING EVERYTHING UP
Called to confirm it but no one told me I would have had to have it back by two the big woman at the counter was really rude and really did not want to do her job at all worst experience ever will never go to a uhaul store again
The staff at this place could not care less about you, every question is an inconvenience and they shrug and roll their eyes constantly. They clearly hate their jobs and it shows on their faces and with their attitudes. Due to their lack of customer service U-haul will never get my business again
I was told that the gas tank would be at 1/2 full when I got in the van. It was under a 1/2. I returned it with the amount that was in it at pick-up. Store was closed when I got back and was unable to talk to anyone about it.
They were super busy and needed more personnel on, but did a great job
I was treated horrible! This was one of the worst experiences I have ever had. My reservation was not what I was promised and the owner Kevin yelled at me and told me that it wasn't his fault and there was nothing he could do!
Good experience. Professional, organised even in the busiest month of year.
Quick and efficient. In and out in no time
Cleaning chemical was strong. I needed to keep window open all day.
Very speedy and polite service. Everything was easy and efficient. Will definitely use this location again!
The lot setup at this location is a challenge to say the least. I picked up here which is out of town for me, so I went a day ahead to complete the pre towing check. Only to have to complete it again when I picked up from the same rep. They assigned me a pickup time which I could not make and they agreed to change on the phone. When I arrived it took three customer reps to get me on my way. They were disorganized and less than courteous. Did I mention the trailer they assigned me had no license plate? And they refused to change it. Said it would be fine. It came from Ohio like that. I had to drive 4 states with no license plate. Good thing I did not get pulled over. Not one rep showed me how to use the ramps, or hookup, or drop off the trailer. Although we know how, not everyone renting a trailer for the first time ever does. I was less than pleased and will never be back to a Uhaul site.
Everyone at the Riverside U-Haul was very helpful. They were very fast and efficient and our U-Boxes were already set up and ready to go when we arrived the morning of our moving day.
The chains were not put on high enough and I had to pull over to adjust as it was causing sparks. That was a terrifying experience, but overall good service.
Easy drop off professional staff
Even in the midst of student move-out weekend, they did an amazing job of keeping us all moving and getting our vehicles on time. Very impressed with the excellent staff at this location!
The vehicle was fairly clean but did smell of smoke and the steering wheel and arm rests were sticky.
I would be a great customer, I was very happy with the service I received.Have a wonderful day.
very easy and pleasant service -- van was spotless - great reviews
I was overcharged for my rental. I was charged twice. Plus, the van was not fully filled with gas when I picked it up. I didn't notice until we had started driving. I left a note when I returned the car, that I should be credited for the gas I had to put in. I not only did not get a response but I was charged 2 x for the rental. Please FIX and contact me to let me know you have fixed this.
unfriendly guy at counter, no customer parking had to park about 1 mile away from location and walk to
When returning, the truck was clean ( cab and storage area)
but got charged $25 for a cleaning fee. This is totally
unwarrented . Will not return to this Uhaul location.
Reserved u box and was told they didn't have any. I reserved the van and box in March. The manager said it didn't matter. He yelled at me on the phone on the day of the rental and said a reservation isn't a guarantee. How ridiculous.
Been around for along time very friendly and helpful
The Riverside Avenue Burlington VT location is slow ... not enough computer terminals to check people in or out. They have one terminal usually only available even though 3 people there. And update there site on the Web there is no Pine Street location
Excellent service. Clear instructions. Staff seem helpful and caring.
Always have a good experience at this location.
The trailer that I reserved, which was confirm by an employee in-person only a few days before I came to pick up, was NOT the trailer style that was entered into your computers. Instead of admitting or trying to acknowledge the mistake made on the part of UHaul employee, the Asst. Mgr. who greeted me at time of pick-up angrily blamed me for the mix-up. He was wrong to do that and his attitude was intolerant. He had no patience or understanding. He was not supportive or kind. During our encounter I told him so and suggested that because of his terrible attitude, I was considering not returning to do future business with the location. Perhaps his role as Asst. Mgr. should be reviewed if he cannot adopt a different approach to customer support as an ambassador of the company.
The trailer I wanted had not be rented to another person so the reservation was changed and I left with the trailer I expected. However, I was lucky and all my plans for the day which included working with other people could have instantly dissolved had the correct trailer not been available.
A few days earlier, when I stopped by to make the reservation, I complimented the employees for how much the site had changed and the improvements in appearance, logistics, booking and customer service. Generally speaking, that is still true, but the praise I offered has been diminished by this single encounter with an individual who did not represent himself or the company in a positive manner.
Attendant indicated that there would be a long wait for drop-off accounting; that an email summary would be sent. The email arrived shortly thereafter. I did notice a discrepancy in miles allowed. The figure that I received upon pickup was 196. However, since I wasn't charged for the overage, I guess it didn't matter. Thank you for everything.
Check in time is a disaster. The help at the counter was dead slow and spent most of their time on the phone instead of helping customers trying to pick up.
Parking is almost impossible.
The actual fuel gauge in the truck is much smaller and lacks the detail that prints out on the contract, and it is difficult to compare and try to get back to the same level upon return.
People at pick up were very friendly and nice location has zero parking and is very hard to move around yard full of trucks no extra room.
Excellent and fast service
Great service, very professional in my book. Motorcycle trailer worked perfectly!
When changing drop off policy, should let people know when they pick up equipment. Not just on return. Rented many times there and try to help especially when there is one person working and helping other people. Does not help after the cat is out of the bag.
I have rented from here in the past - pick up wait times can be long. I was also told there was no customer parking which was frustrating because I had to park several blocks away. The drop off was smooth and efficient and Quentin provided outstanding service!
Girl at counter acted as if we were a inconvenience to her day!! As cold as ice!!
There was a booking error with my U-box reservation. Your staff went above and beyond the call of duty to make it right! I highly recommend the staff in Burlington!
almost no instruction on how to load and secure the car on the trailer,same with unsecuring the car. wasted a lot of valuable time. also fender flip down on trailer was not explained, so I had to crawl out of the care window and fell and injured arm. not fun.
Very nice! They compensated for our pick-up experience and when we explained, the gentlemen was very pleasant. We were concerned about being charged for things out of our control, but they worked with us and listened.
service was great, equipment well maintained and the employees did a great job
very busy. could have used more help
Computer system seemed unreliable, slow. Lead to issues with the charges that were taken care of by this very capable and helpful staff, but it tainted an otherwise very good experience, and took time away from all involved.
Vehicle was dirty on out side and in side had bad farm smell but overall ran good vehicles should be washed before rentals and freshened up.
The equipment was in good shape -- clean and perfectly functional. The transaction went smoothly, as well. The people I dealt with in the store, with one exception, were ill mannered, gruff, rude, and snippy. From the phone call I made to confirm the reservation, to the service I received at the counter when picking up the vehicle, to the employee who conducted the closing transaction when I returned the vehicle, the employees were a poor representation of the customer service I'm sure U-haul aspires to give. Interestingly, the one employee in the transaction who was knowledgeable, polite, efficient, and pleasant was probably the lowest man on the totem poll. The black gentleman with the pleated hair (sorry I didn't get his name) who tended to details at the return of the vehicle was a delight. His colleagues should strive to emulate his traits.
Having to park at Dunkin Donuts across the street on a very busy road is not acceptable. The UHaul location did not have enough parking.
The entire experience was frustrating. The franchise was very busy and seemingly understaffed. I had to wait for two phone calls taken by the manager and the other person was moving back and forth from the counter taking care of something else. Finally I was checked out and then the van I was assigned to was taken by another employee for reasons not explained. I had to go back to the counter and re-do the rental agreement with new numbers, had to swipe my credit card again, etc. At this point my wait time was nearly 20 minutes. Then I left with a van that did not have the furniture dolly I'd leased on board - was this my responsibility or was I to assume that the person handing me the keys was also handing me my rental? I discovered this when I reached my destination and went to load - under a time limit, and aware that as I left the building there were no fewer than 10 people in the lines waiting for their rentals, I decided to do without.
When I returned the van, I was subjected to a safety check. New Policy? training someone at my expense? I don't know, but again I explained that time was burning and I was tightly scheduled, and the poor man had to continue to go through high beams - etc. It was now 2;30 p.m. and I'd had the van for 2.5 hours of daylight. Exasperating etc. The idea that the safety equipment check was something to do on the customer's time, when there was no indication of damage or compromise to the van - was ridiculous and a real low point for the Uhaul experience. Selfish policy . I understand if I have to show proof of the vehicle's condition if there is reason to suspect, but this was just maddeningly STUPID and at MY EXPENSE after a less than stellar experience to begin with - no furniture trolley, two contracts drawn up because of an error or miscommunication between employees, etc. Hard to "recommend" the recommendattion would be for the van itself, not the players or "systems" in this time consuming activity on a hot and busy day.
The woman who took my scribbled note about the missing dolly and my request that I not be charged, did adjust my credit card receipt for which I am very relieved.
don`t tell someone they need to arrive at the scheduled pickup time and then make them wait and hour while you prepare the box. there was a scheduled time for a reason.
I see great improvements in this location since my last visit!
Nothing, the experience was great and efficient. 10/10.
UHaul should make arrangements to move trucks to locations where the trucks are reserved.
The 20 ft trucks are really good. I will rent again.
The folks and the truck were great. When I asked if I could keep the truck a few extra days, because I was loading it myself, couldn't afford movers, so I was trying to do it before or after work everyday, I was not told that the insurance was a daily thing, I ended up paying for insurance everyday that the truck was in my driveway while I tried to fill it up without help. So I spent a whole lot of money on insurance for days when your truck just sat in my yard. I believe it should have been made clear to me that I would have to pay insurance for every day. I would have made a different choice if I had known. And, I have to move my stuff again in a couple of weeks, but I believe your folks should make people know just what they are signing up for. Thanks, anyway.
Nothing, the fella here was also prompt, friendly and extremely helpful. Keep up the great customer service UHAUL!
I was charged for 3 months of storage that I never signed for, did not authorize. My card was charged 3 times...just discovered I was only refunded for 2 of 3 charges and will have to contact again
HAD SOME PROBLEMS WITH THE BILLING, A COMPUTER GLITCH. ALL RESOLVED NOW.
My U-box is missing and so far very little has been done to find it.
Boxes were never ready at scheduled time for pick up. I called multiple times to try to avoid this issue and things still we`re not ready. Waiting times were outrageous.
Kevin at Burlington UHaul was extremely helpful - our only concern with the UBox would be that there were not straps available inside to secure our items. Thank you! Deb Weber
People at Burlington uhaul were knowledgeable and helpful, going the extra mile to help.
William at U-Haul Burlington has been very kind and helpful over the last couple of years for all my u-haul needs. He is extremely knowledgeable and he deserves a pat on the back.
All the folks were very helpfull Thanks for all your help
I`m very pleased with the experience. Everything worked very well. The staff at both the Maryland location and in Burlington were very helpful and attentive.
Nick and his staff were very professional and came on time with the Ubox delivery.
Staff on both ends of the moving transaction were superb!
It was a good experience. Thank you.
Horrible experience, never again. Very late in delivery, staff was not knowledgeable in the service. Not a mean staff, but lacking experience in uBox service.
1. No delivery available, website said it was.
2. 3 weeks in transit, still not at location Vt to NC
3. No communication
Sorry UHaul but u really let my family down.
In general very helpful. Trailer for u-box was not available when promised, but alternate solution was provided.
Box was not shipped even though facility said it was. Box arrived damaged latch fell off door. Not the fault of Burl location, but can`t reach corporate ubox. Was told they`d call they never did.
The staff could not answer any questions, I spent hours on the phone for customs paperwork and had to change my date due to incompetent staff. Very poor experience
Very helpful, answered all of my questions and took extra time to explain everything to me. Thank you!
U-Box was pulled out of storage 2 days before the scheduled pick up date and sat in the weather. Staff had a difficult time locating it when I arrived to off load it.
Uhaul never shipped by box until I spent 3 days trying to find out where it was and no one seemed to know how to help. I demanding a full refund
Support by store itself was very good. Telephone support by central phone service was poor. Reservations were made on 2 different occasions with vehicles actually not available
Moving day in a college town can be a stressful day - but this was not the case, our storage unit out and available to us with no delays. Renting a u-box was perfect to store large items short term.
I was scheduled to pick up my equipment at 9:00 a.m. and wasn`t able to until 11:00 a.m.
The staff at the Burlington uhaul are the most dysfunctional, unintelligent people I have ever met. I could never get a straight answer from anyone about any of my questions.
Never got to speak with anyone. Lied to. Overcharged. Calls never returned.An awful experience. I will be contacting my credit card co.
It shipped a week after I was told it would, only after I reached out to confirm. I tried to get a hold of someone to track my ubox but no one could tell me where it was and it arrived four days late.
i notified that we were to be there friday on wednesday. we arrived and had to wait nearly 1 1/2 hours to get access to the u-boxes Someone loading a box should not be tying up the warehouse.
Staff was knowledgable and attentive.
Box was picked up 1 week late, arrived just as late. Customer service was very porr when trying to find out when my box was to arrive.
Late shorthanded Box backwards-could not open.Waited hrs for pickup turn return.Not picked up Sun- called Monday- someone came late Wed.Gen Manager said will reverse delivery fee-very happy with that.
THe boxes are small, making packing them with larger furniture difficult. THe staff was amazingly helpful, Rian True was fantastic.
Harassing late notices though paid in full. No record of confirmed reservation. Damaged box/contents.
We were absolutely appalled to find that Uhaul is not set up to take pre-scheduled third party payments. A national moving company never does employer-sponsored moves. REALLY!?!??
It has taken too long and they got mixed with my box which caused the delay
Facility provided good service, but I had a hard time getting anyone to give me a straight answer about how the process works, but that was mostly when I called customer service
Didn`t call to verify drop off, I called 3 times before getting thru. Didn`t come to get boxes when scheduled, they didn`t call. I called mult times until geting rude manager
Received boxes SUPER fast. Thank you.
My wife shouldn`t have to carry big boxes herself. No one offered to help her. GM was rude and interrupting.
Staff was rude and very unhelpful. They seemed lazy because the manager wasn`t onsite and refused to bring my U-Box out from storage because they were too busy.
Quick, friendly service. Very helpful.
My overall experience is great. This is my first time using U-box service and it definitely met my expectation. I look forward to the arrival of my goods in the destination!
Our representative, Ryan, at the Riverside Ave UHaul in Burlington VT has been terrific. Other reps have not been very helpful. Also, the UBox is poorly constructed. It`s a rip-off.
hard to get ahold of anyone helpful
I will not be using you again
not worth paying 1220 to feel nervous about if all my things will be delivered to the right place and ontime.
The workers were creepy, stole my cell number and texted me.
Plus, I was charged for a month twice.
Awful expereince. I will NOT be using your services again.
Overall i was happy with experience especially because u-haul rectified a problem I had with the location the box was dropped off at.
The company needs to be more upfront about the delivery and rental charges.
Manager at facility was helpful given our situation
Can`t offer suggestions/ type more than this/ this box wont let me
Andy was great! He was very flexible and helpful regarding delivery and pick-up of the Ubox.