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
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!
Customer service is always lacking; the rental process is not streamlined.
Store was well-stocked with helpful packing material. Staff very knowledgeable.
The rental process could definitely be smoother. There were a lot of people there and a long wait to get the truck. The salesman was pushing us to purchase the insurance and told us that they don't deal with insurance companies so if anything happened, we need to pay in full. That comment alone would encourage me to rent from somewhere else.
Make it so our own insurance covers an accident with a U-Haul
keep up the great customer service :)
I thought the store was great and the customer service was excellent.
Though .59 a mile was no deal with the distance I went. I can get a cheaper rate at Enterprise.
Worker told me van I rented was only a year old to try to get me to buy insurance when I was only using it to move a couch and returning it in 2 hours and I am an excellent driver and have driven more expensive cars like a BMW.
There should be clearer signs, visible from both sides of Riverside Dr., indicating which entrance customers should use to return equipment.
This was my first time using a trailer... I had to buy a ball, pin, and wiring, and get set up. They were knowledgeable, patient, and encouraging. I had a wonderful experience! Even though they were under construction, I still has excellent service from the owner, his wife, and two other employees while I visited for wiring installation and then trailer pick up. I'm so glad that I drove out of my way to work with this location!
The only thing that was a real pain was the place is unders construction and they didn't have a good set up to help customers while the place is a mess.
Easy to pick up, helpful staff. Thanks!
Location is small but fairly well organised
Really friendly and efficient service. Low cost, convenient!
Mr Alger was incredibly helpful, even for being understaffed
They lied to us about the equipment and fee. Only admitted it when we got the police involved. I would never recommend U-Haul to anyone and will spread the word as much as possible how terrible this company is. It is the single worse experience I have ever had with a company. I hate liars!!!!
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
The van smelled like someone had burned a tire in the back of it, so I bought an air freshener for the rear view mirror, but otherwise it was a clean and well-maintained vehicle. Suited my needs and I thank you for providing it.
This location seems to do it all well and with efficiency. Plenty of vehicles in stock any time I've needed one.
I was a little weary about renting from this place because of reviews I saw online. I'm happy I did any way because I had a perfect experience. The van drove very well and was clean. The staff got me in and out quickly and were flexible and friendly.
Very tight quarters need a bigger space. Staff was good I liked the on line check in.
Top notch equipment,great service,and fair prices!
The highlight of my experience was the ease of returning the truck and equipment. William did an excelllent job explaining the payment process to me, treating me kindly and with respect. He exemplified the term "customer service" and was very professional. If he isn't the manager he should be as each employee could benefit from his skill. Overall, thank you Uhaul and William.
got me what I needed when I need it.
I have rented from U-Haul of Burlington many times and have always gotten the equipment I needed with no hassles or surprises. With this rental, however, the cab of the truck was fairly dirty with a sticky console and road salt/gravel all over the floor. Not a huge deal, but not the first-rate service I've come to expect from this location.
We were not sure where to park since we came after hours. More instructions would be helpful.
Auto hauler trailer worked great
The only minor irritation was the sun visor on the drivers side is missing the clip to hold it up against the roof. Other than that everything was great!
Truck was plenty big and rode good too.
I rented a Van. It was clean for the most part on the inside, but the outside was quite dirty. I used the van for 3 day in a Laundry Service.. Every time I touched any of the doors, I had to use gloves, so as to NOT transfer the dirt to the CLEAN clothes I was transporting. So, rather than transfer the dirt to the clothes, I had to keep putting on & taking off my gloves, and put gloves in my pocket, making my jacket dirty. This is my only complaint. Staff was friendly and responsive, although I did not mention the dirt issue upon payment of my $122.09 bill. I understand that it is winter in Vermont, but I had reserved the van a week prior, and would have appreciated starting out with a clean vehicle.
Rental agent not very freindly,asked 2 times to repeat he got mad,
Justin was very polite and professional and efficient! Great experience. Thank you!!
We scheduled pick up and after hearing about all WE needed to do to return the truck in top form...we walked out to find a bone chilling cold truck with an ice covered windshield, having to sit and wait for the truck to warm up and the windshield to clear. Seems to me they could have started the truck and defrosted the windshield so it was ready and safe to drive....at the least, scrape the windshield.
Really rude man received my truck. Signs said pull up here in front of doors that say do not block. No big deal but I was actually chastised about it. And worst parking lot. Needs new place. hope I never need a truck again!
It is the only location in burlington so I would need too recommend them. For the location I believe they probably do the best job they can.
My experience with uhaul was great and they were very prompt on inspecting vehicle when I returned. Thank you and ur rates are very responsible too.
Glad i got a refund, but trucks should be better maintained. Fucking thing almost killed me and my friend on rte 89.
You should rent tire chains with your vehicles and require drug screening on your employees
Great experience! Well run establishment and very friendly service.
I wish U-Haul would make a policy that the vehicles are smoke-free and non smoking. We are required to return them as clean as when we rent them, and I always do.
But the experience while driving them is disgusting, as they wreak of cigarette smoke most times. I'd rather drive a dirty vehicle over one that makes you need to open windows because or the wreak of cigarettes.
We went 11 miles, gas to fill the tank before returning the truck was $9.01 at $2.30 a gallon. I don't believe the tank was full when I picked up the truck. The clerk couldn't adjust the bill...I think I'm owed a refund for gas at least!
Professional, courteous and quick in and out. Great experience!
The staff were very courteous and accommodating.
The people at the location were very friendly and helpful. I was a little disappointed with having to pick up in a location other than what I specified. I had to drive an extra 10 miles each way to get the truck. It was explained that when reserving from the website they pick the location with the equipment. I should have read the fine print closer
I've used this location many times over the past 15 years and I have to say it so much better organized and check-in and check out are so smooth compared to the last time I rented a truck (it's been close to two years). I'm very impressed with the changes and how great this location is.
Easy transaction. Truck was ready to go, and staff very helpful. Would use them again.
It was freezing! -13 with windchill and no one went outside with me to do walk around. I turned on the truck to get it warming and accidentally locked it as I was climbing out. There was no spare or lock kit on site to unlock the locked running truck. They rented me another one bc it was going to possibly take an hour for someone to come unlock it. I went outside by myself again to do the walk around, and this time I didn't start the truck. I did the walk around the wrong vehicle. didn't realize it until I went out and unlocked the truck and the one that unlocked wasn't the one I had walked around. A little bit more guidance would have been helpful. I had to take the Rent This Truck cardboard out of the window and scrape it myself f-- there was no scraper. I was pretty grumpy, but thank you for not charging me for the lockout!
Don't send me 30+miles from my selected location and then charge me for the extra distance there and back!
You owe me for 60 miles x $0.99 that I didn't need for the move.
Always get great service at Uhaul of Burlington. They have what I need, they explain everything and get you going without delay.
The clerk was extremely helpful, and explained things well.
Be more understanding and friendly with customers. The way the rates are charged is a ripoff.
more counter help when people are waiting
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.