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Ronald M
Customer Reviews for Thomaston Self Storage LLC
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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.
Easy in and out! Pick-up/drop-off was after office hours, reservation, and the entire process was done through the U-haul App. This locations has a lot of signage to guide you as well! The only thing I had struggled with - as of August 2023 - the key box #1 lock was stuck (first opened only for about quarter of an inch), took about 5-7 minutes to get it to fully open and obtain the key.
Evgenia PGreat customer service
Mohammad RShould email or text a copy of bill.
James CWindshield was nasty
Jane ATina at Thomaston Self Storage was a pleasure to work with. She was extremely helpful & accommodating. Though, U-Haul was horrible to deal with. I had trouble with the app so Tina directed me to someone at U-Haul to assist and the rep was very rude and unhelpful.
Kathy Wphone app to check in did not work---frustrating and forced a schedule change.
Roy WPerson that runs pick up location did not tell me I could not get a AAA rebate. She did not tell me I drop off location would be closed. She did not tell me that my drop off location was not available on the U-Haul app. Drop off location did not have a dropbox for the keys.
robert MThere's always a smile
David AThe cab of the vehicle smelled like an old dog but there was no place to note this, the price of mileage was extremely high, the check engine light was on, and the wait for the code for the key was extremely long.
Mauricia OA great experience, staff worked with me during a stressful move, can't thank them enough
David ALocation was closed at the time.
steven bGreat service
guy lI LOVE the ability to do everything by phone. Although it took a little while to get a rep to vet my credentials and get me through it, the fact that I can rent a vehicle literally any time day or night - just with my phone - is fantastic. The convenience is unparalleled. Also, I've rented some real crap in my days - U-Haul got that reputation here in CT anyway. However, this vehicle was in fine working order and easy to drive. Would do again in a heartbeat. Well done, U-Haul.
Michael CTina was very helpful and professional ! She took the time to make sure I was all set and I truly apprciated her assistance!
Justin Hthis location did not set up my pick up so i had to pick up from the waterbury location. when dropping off, there was no sign about the location being closed for the holiday/limited hours, i.e. difficult to contact and not knowledgeable about my reservation.
Sara CThis was my first time using uhaul and I had to call corporate because no one at the location would help. Took me 2 hours to get my uhaul. After this I probably won't be using uhaul again.
Jhade BNothing, the service was impeccable.
Jousha SI didn't need to be told by one of the workers that I had to be careful using their rental truck ( 9 foot cargo van ) because it was new and the owners don't want to see any scratches on it. I've been driving heavy truck for 41 years ( accident free ) and had my own semi, I don't need to be told how to drive or to be careful with equipment. Probably will keep me from renting there again.
Robert CTIna was awesome!
Nathalie JDisappointed when the text came the day before pick up date and we found out that the uhaul location was 17 miles away, especially since I made it clear I don't want to drive far to get the rental. Other than that the truck and staff on both ends were fine.
James MGreat service from Tina would rent from Thomaston any day or time she was fantastic thank you pattie kibbitt
Patricia KThank you so much for being kind, helpful, and able to answer all my questions! This move was challenging for me and you were the most accommodating!!
Michelle PThe woman at this location was very helpful with all of my questions. She explained the different drop off location, something I wish the other location would gave told me. I am hoping, as the woman told me, I should be able to get the difference back on my card. Uhaul should NOT have so many different rules. I need to rent another moving truck for this weekend and I was told if I get a touch that is an in town I can ONLY have it for a day, whereas if I needed, as I do, for the weekend, I can't bring it back to the same location! RIDICULOUS!!!
brenda sWhen I arrived, the outside lockbox contained the wrong keys to the truck I rented online.
William BThe woman behind the counter was friendly and polite and knew her stuff. Lovely to deal with.
Guy SThe air conditioning on the truck did not work.
Daniela LThe truck leaked and a lot of items were damaged.
Jessica Cthe drop off location was great, but changing my drop off location an hour after i picked up the truck was not great.
Richard OThe online information about what trucks are available at locations is incorrect. Online I had booked a pickup truck for the Thomaston location. It was confirmed by email and with the first phone call, only the truck was never there and was actually in Waterbury Ct. It was only due to the excellent service at the Thomaston Ct location that I chose to continue with a UHAUL rental.
Amanda MNothing needs to be improved.. Thank you.
Leonard EMy only complaint is that the truck had a quarter tank of gas in it. I only drove a short distance before a warning indicator came on saying that I had less than 50 miles until gas was needed.... however, they only charged me for a 15 foot truck and I was able to rent a 20-foot truck. Overall my experience was positive it just would have been helpful if there was more gas in the truck.
MICHAEL HExcellent Customer Service
Dante CVery friendly service, always willing to help out and explains everything in details. Great price for any size job and trucks are maintained well.
Lisa BTina was great the truck was perfect for my needs couldn’t be happier
George CI have no suggestions. Every employee I spoke with, both in person and over the phone; we're absolutely wonderful. I was completely satisfied with everything.
Samantha LNot much. The entire experience was easy and couldn't have worked out better. Having a brand new van was even better, knowing that it would be reliable and fuel efficient. Both Tina and Colleen were very helpful and knowledgeable. I will come back to this location again for a U-Haul rental.
Dominic VThe van drove nicely and very roomy. Plenty of places to tie down furniture. Easy rental process and drop off. Price was excellent!
Lisa BNo improvement necessary!
Emily UStaff are outstanding; organized, attention to detail, great communication and truly customer service driven.
Wendy NThe mobile pickup/drop-off thing is garbage. Not nearly as convenient as it is made out to be. Until you can stream line this process you should do away with it. The rush to modernize Could actually hurt your relivence. Until it’s as easy as Uber. Don’t bother. Colleen at this location, however could not have been more accommodating, assistive or pleasant. She was timely, and helpful; walked me through the steps and had me on my way in less time than it took the page to load while waiting for the mobile option to present itself. Kudos to good old fashioned customer service.
Anthony GWhen you don’t have a van or truck way to get the item moved from one location to the next,renting a van from U-Haul is it very affordable option .
kathy cI didn't receive the email to pick up the renal and customer service was quite rude
Meghan EThey did not have the right dolly that I ordered
Keith GThe attendant was extremely helpful and friendly. I don't see a need at this location to make any improvements. They were great.
JIM MGet a computer system that works. The agent tried 5 times to complete my rental and finally had to call someone to complete it for her. (computer program issue). I was there about a half hour just to rent a van.
Valerie JReturning the van was easy with accomodating staff. This location is excellent.
Anthony CHave access to more pickup trucks at more locations.
Dave MThe move was fine until we ended up at the Thomaston location, in which the office was empty and locked despite arriving during operating hours. There weren't any signs posted either about the staff being out and returning. Also, Uhaul mixed up our paperwork and an office in California charged us 3500 from our checking account, which is money that we critically need to COMPLETE OUR MOVING PROCESS and it hasn't been returned to us yet even after a few days. This is extremely concerning, and an inconvenience like this makes us never want to utilize Uhaul's services again, especially since they commited a logistical error and haven't fixed it after the holiday despite remedying it being a,"priority." Feel free to contact Leah, our contact on this case asap at +1 203-795-1371 about this. We really need our money back. Seriously.
Caleb LAll went smoothly and stress free. Keep it up!
Winifred HGreat service
Edward LInitial order of my truck had my name spelled wrong, address was incorrect and wrong size truck was ordered. It was corrected promptly. Tina was a pleasure to conduct business with
John SI wasn't informed in person as to the time the Uhaul needed to be returned. I was told the 3rd. I assumed this meant business hours on the 3rd. Evidently we returned it late that day, and we would have returned it the day before if we were aware.
Jessica NYou have the wrong email for one!!! You sent me all of this customers personal info because you can't get an Emil correct?? Maybe you need some education.
Laura J