Customer Reviews for Airport General Store
(U-Haul Neighborhood Dealer)

158 reviews

4105 Loch Lomond Rd   Saint John, NB E2N1C5

(506) 693-9703

Location Hours

  • Mon-Sun: 8 am - 8 pm

Services at this Location:

Contact Us

(506) 693-9703

4105 Loch Lomond Rd
Saint John, NB E2N1C5

Services at this Location:

Location Hours

  • Mon-Sun: 8 am - 8 pm

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.

Overall Rating:

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Rating:
5.0

Customer did not leave a comment.

Norma J. 
Rating:
5.0

My experience with U-Haul head office itself at the beginning was the worst I've ever had the last person I talked to however was absolutely amazing the gentlemen now the guy that I dealt with at all tomorrow location where I picked up the U-Haul went above and beyond his job entitlement he was absolutely amazing

Elizabeth G. 
Rating:
5.0

Minor issue. Taken care of by location.

Nick T. 
Rating:
3.0

The movers that I ordered with your company did not show, I'd like to be refunded for the movers.

Jana B. 
Rating:
5.0

First time using this location! Service was wonderful! Staff was quick, efficient and most important friendly! All my dealing with uhaul have been positive except one. I had changed to this location from the millidgeville service center which I had used previously many, many times because the guys were great! The woman who works there now is extremely abrupt, rude, defensive and overcharged me for the gas she pumped herself.

JOANNE MARIE H. 
Rating:
3.0

The store and staff were easy to deal with. However, the truck we picked up was not clean and had zero gas. I was disappointed that this added extra work to an already busy day. When we arrived home and opened the truck, we were greeted with a massive cloud of fruit flies and a repulsive odor. My partner and I spent nearly an hour cleaning the U-Haul. It smelled as if the previous renters has used it to haul hot garbage. There were mystery liquids all over the floor and walls, along with a buzzing nest of fruit flies in the mom's attic. The state of the truck was disgusting. Had we not already been been on a tight schedule with hired movers on route, we would have returned the truck. Instead we had to spend extra time cleaning it to ensure the mystery liquids and awful smell wouldn't ruin our belongings. This whole fiasco could have been avoided had the truck actually been inspected properly before we picked it up.

Mike M. 
Rating:
1.0

Customer did not leave a comment.

kris G. 
Rating:
1.0

It wasnt full of gas but said it was. I put gas in and they tried to charge me for the whole amount.

anna A. 
Rating:
5.0

The truck made weird noises but otherwise it worked well.

Melana I. 
Rating:
2.0

Disappointing experience ever! From the reservation which was reserved over a month ahead but still caused us in displacing our pick up location in all other places until the return of the vehicle and even charged us for the fuel because of the wrong paperwork that they gave us (which is not our fault), were awful.

Jessie O. 
Rating:
5.0

Customer did not leave a comment.

Judy M. 
Rating:
5.0

Customer did not leave a comment.

Thomas G B. 
Rating:
1.0

Online check-in was completed but did not seem to matter; Most of the equipment I reserved was not available, the truck was dirty inside, the pick-up location was changed the day beforehand so I had to go out of my way. Not enough fuel included so I had to spend $200 filling the truck and the vehicle itself was not very efficient.

Lauren Marie M. 
Rating:
3.0

Customer did not leave a comment.

Kelly M. 
Rating:
5.0

Customer did not leave a comment.

Stephen R. 
Rating:
5.0

Smell of smoke inside the truck was strong

Navid G. 
Rating:
5.0

Excellent

Glen L. 
Rating:
1.0

I was returning the U-Haul and was first in line and was told to move to the side and wait till everyone behind me was helped first. I waited for 20 min to be helped even though I was first in line. Not satisfied with the customer service was very rude.

Brandyn Michael C. 
Rating:
5.0

We reserved a truck closer to our location to cut down on our mileage. But got reassigned to a pickup and drop off that was an additional 10km each way that we needed to pay for. Staff were friendly and transaction went well.

Derek V. 
Rating:
3.0

demanded all money up front other places just tskes a deposit

ann S. 
Rating:
5.0

Customer did not leave a comment.

Sarah B. 
Rating:
1.0

Clean the trucks the back was full of blood and raw meat

Wayne L. 
Rating:
3.0

The only issue I have with this location is that it was a half hour from my final destination when there was a location literally down the street from my house. This location was easy to access and find I just wish that my originally chosen drop off location was kept.

Jessica R. 
Rating:
4.0

Our reservation was switched twice without telling us before hand which added multiple hours to our trip

Stefan P. 
Rating:
5.0

Customer did not leave a comment.

Carol T. 
Rating:
5.0

the only thing I would suggest is putting jacks on the pole so you dont need three people to hook it on the truck.

Jamie S. 
Rating:
3.0

I didn't notice when I picked up the auto hauler that one of the tires was shot. The cords were showing through on one of the tires. The rachets were in need of attention as well as they did not work easily.

john K. 
Rating:
5.0

Customer did not leave a comment.

Michael H. 
Rating:
5.0

Customer did not leave a comment.

TAMMY T. 
Rating:
1.0

Had to go back to get the packing blankets, they also were not understanding about us needing to have the trailer returned prior to the blankets and that the system wouldn't allow us to return one without the other. Our booking was until the next day and we left the trailer in the original parking lot in order to have it under video surveillance. We also are not able to store it anywhere else and the vehicle used to tow it had to be returned. The blankets were still in use. This meant the trailer was left before the blankets and official drop-off and honestly, if it is good enough for them to store it for weeks, it should be good enough for one night.

Matthew D. 
Rating:
5.0

Customer did not leave a comment.

Lynn O. 
Rating:
5.0

Customer did not leave a comment.

Michaela T. 
Rating:
1.0

The back of the uhaul was muddy and dirty, and the fuel level was reported incorrectly. The size of uhaul we wanted was not available and they also changed the pick-up location, resulting in additional travel and km's used.

Justine H. 
Rating:
5.0

Very prompt and courteous service.

Roger T. 
Rating:
3.0

The back of the truck needs to be mopped out, it was very dusty as well. The Dimmer switch on the signal light switch did not work, so Bright lights were N/A for my whole trip, both ways. I notified the dealer about the switch upon my return.

ALLAN F. 
Rating:
5.0

Customer did not leave a comment.

Mark R. 
Rating:
4.0

The location and the staff that helped us was excellent but my overall experience with uhaul was not. Your website doesn't work properly. I had to change my reservation and had to call in to do that. When I called they told me that my reservation was canceled and then while making the changes I requested they changed my drop off location from Concord, Ontario to Concord in Ottawa. Also I was required to leave a deposit and now I'm told that I am not getting back my deposit even though I brought back the truck two days earlier than required. On these points alone I would not recommend uhaul in the future.

Ioanna N. 
Rating:
5.0

Truck was there for pick up and ready to go. Needed the truck one day longer then ordered, one phone call and solved. Good service.

ART H. 
Rating:
5.0

Customer did not leave a comment.

James K. 
Rating:
4.0

Customer did not leave a comment.

Tammy L. 
Rating:
4.0

Customer did not leave a comment.

John Z. 
Rating:
3.0

Customer did not leave a comment.

Kathy P. 
Rating:
5.0

Customer did not leave a comment.

Eric C. 
Rating:
2.0

It would be nice if there is someone that can help with install the trailer. I tried my best and prayed that I did it right.

Melissa D. 
Rating:
1.0

This was quite possibly the most frustrating experience that we have had in years. The vehicle we rented was at the Millennium Drive location in Quispamsis however the online check in said our reservation was 'expired' when we were there at the time of our chosen pick up. We called the 'after hours' on call person who did not answer. We left messages... they didn't call back. We called the 800 number and spoke to several different people who told us to see the local agent. The business was closed that day so we then had to rebook 25 kms away from our home and pay mileage to pick it up, not to mention the movers that we had to pay out of pocket for an extra two hours while we sorted this disaster out. We were given a 50 dollar credit an a reduced rate on mileage however this did not even start to cover our extra expenses. We ended up at the Loch Lomond location to pick up our rental and the gas was significantly lower than it showed on the document but it wasn't worth the fight at the end.... the worst part is that the 50 dollar credit we were given never showed up on our visa. Very disappointing. I know that UHaul is capable of better service....... I'd appreciate a call to further discuss.

James B. 
Rating:
5.0

This location was very good and the woman completing the transaction was excellent. The Uhaul computer system that was used is complete garbage. She made 3 attempts to finalize the rental with the computer locking up at the same stage. Finally she called Uhaul directly to complete. The agent apologized for my extended wait. She was great.

Scott L. 
Rating:
2.0

I had no idea the bill would be $170 for 3 hours.... I own a tuck and could have made a couple trips and saved a ton. Also the truck smelled like urine or something strong in the back and the steering wheel was peeling and it was pretty gross. I had thought when I called the nice lady said it was 29.99 plus your gas for 24 hours. Apparently in 3 hours I put 55 miles on the thing... I don't know. Gave me an uneasy feeling and wasn't a good exchange in my opinion.

Gareth B. 
Rating:
2.0

Location out of the way and different from the one I booked ahead online. U-haul truck was dirty in the back and the cab smelt like cigarette smoke. Staff was friendly though!

Elizabeth E. 
Rating:
3.0

I asked the person working in the store where the key drop was and he said to give him the key. After completing the return process ( pictures etc) I saw the key drop on the side of the building. I wasn't sure what to do so I left it in the key box as the instructions said to do. I'm not sure he knew where the key box was located as he seemed to question what I was asking for.

lisa J. 
Rating:
5.0

Transaction was easy. Booking was smooth and all went well. We will certainly use UHaul again in the future.

Ernest R. 
Rating:
3.0

Customer did not leave a comment.

patty A. 
Rating:
2.0

Customer did not leave a comment.

Stephen M. 
Rating:
4.0

The location was great. . The only problem was the closer location to where I needed was closed when the website said it was open and as a result cost me double the rental amount because of high mileage fees and extra fuel. What happened to the free mileage you used to get ... especially helped when doing a quick job when you don't have a truck to bring something home.... and don't want to pay the high delivery charge too. .... I believe lots of business has been lost because of this. ... u can't rent a small truck for 20 bucks and use it for an hour... now it costs 60 to 80....

Robert B. 
Rating:
1.0

They told me to bring it back with the same amount of gas then told me to put in extra gas when I arrived only to be told that I put in extra , worst customer service I've received in my lifetime , wouldn't recommend this site to anyone

CATHY T. 
Rating:
5.0

Good staff and easy to deal with.

scott S. 
Rating:
1.0

Very rude

TAMARA R. 
Rating:
1.0

My father and I had to spend time shoveling around the trailer and pushing the snow off of it with our hands, then once hauled out of the spot it was frozen into we spent time in the freezing cold trying to unthaw the knotted straps in order to ensure they were in working order before we took the trailer home to load our vehicle. It was freezing cold and we had to use screwdrivers that luckily my Dad had in his truck to pry on the straps and undo the tight, frozen knots. Once home we had to shovel off the ramps and jump up and down on the thick ice buildup in order to break it up to remove it before we could load the vehicle safely. We returned the trailer same day in much better condition than when we took it, and when I complained of the poor condition on pickup I was not offered any sort of apology or rate discount for the trouble. I will absolutely not rent from U-Haul again if this is what I can expect.

SHARA M. 
Rating:
5.0

Customer did not leave a comment.

JOHN W. 
Rating:
1.0

This location was an absolute nightmare to deal with. I orginally was booked at a different location for a pick up truck, but when I went to pick up the equipment there was no truck reserved, and the location was closed. The only location that was open was the airport general store, with a 26 foot truck... the truck didn't come full, we had to argue with the employee to fill the tank to at least a quarter so we didn't need to guess when refilling, as it was between a 1/4 and 1/8... I've never picked up a truck that didn't come full. They asked for my credit card again that was already on file, I had to call a uhaul rep to walk them through completing the reservation.... we were there for over an hour trying to pick up this truck, worst experience I've ever had.

Meghan W. 
Rating:
2.0

The rental process at this location is not good. It is treated as a side bar and took a long time to complete, 30 minutes. They also did very little to help with the hook-up. Basically they said the trailer is in the back, the number on it is ######, see you tomorrow. The only reason I would rent from them again is that they are much closer than anybody else.

john K. 
Rating:
2.0

We were overall all dissatisfied. Long waits on phone trying to make a change to reservation... did not receive any free miles - was promised 283 free mile's in original contract. Need a rep to call to straighten it out. My cell us 506543741

Christie R. 
Rating:
5.0

Customer did not leave a comment.

Derrick S. 
Rating:
1.0

Customer did not leave a comment.

John N. 
Rating:
4.0

As you already should know. Darryl needs training in understanding contracts. If it stipulates "Insurance Declined" then it's simply not insured...

ERIC C. 
Rating:
5.0

Customer did not leave a comment.

Leslie L. 
Rating:
3.0

The staff member was far to busy with regular customers to help me - so the wait time became ridiculous. She also misinformed me regarding "in town" v "different city drop off" location when I made my initial reservation. She couldn't complete any of my paperwork without her calling HQ and then giving me the phone.

Cheryl B. 
Rating:
3.0

It took almost an hour to get the paperwork done and checked out. If you're looking to quickly get in and out DO NOT use this location

sherily P. 
Rating:
3.0

Customer did not leave a comment.

Ricky A. 
Rating:
5.0

The usual Irving standard service

John Douglas A. 
Rating:
1.0

The trailer wiring harness had a short which fried my towing controller on my car.

Kyle G. 
Rating:
1.0

It Took me almost 2 hours to pick up a utility trailer. Employee at this location was not familiar with the process. I showed up at 9:00 and after the first 40 minutes of errors on the system, he thought he had it resolved so I asked to change my pickup time to 10:00 tomorrow instead of the original 9:00. He then told me to come back in 20 minutes to pick up the trailer at 10:00!!! After a brief discussion, I opted to sit in my truck for 20 minutes. I returned at 10:00 and he started doing paperwork again and received more error codes on the computer!! I "finally" was about to leave with the trailer at 10:55 and he informed me that I had to have it back on or before the 10:00 drop-off time tomorrow. I argued that I was paying for 24 hrs and because I had been waiting another hour past 10 AM (2 hrs total), I would drop it off tomorrow at 11:00. He would not agree to this so I left with the trailer and called the owner. The owner was reasonable to deal with and apologized for the situation. He advised me that I could drop the trailer off at 12:00 or 1:00. Even though the owner was nice & resolved my issue, I will never go back to this location again.

Mark S. 
Rating:
5.0

Customer did not leave a comment.

JAMES T. 
Rating:
3.0

Be quicker at letting people know where they will be picking up the vehicle,otherwise it was a very positive experience.

rose B. 
Rating:
3.0

Customer did not leave a comment.

Jean-Yves C. 
Rating:
5.0

Customer did not leave a comment.

Kelsey D. 
Rating:
2.0

Got there at 8:00am when I was suppose to have the equipment rented. Women working behind the counter was not properly trained and I never left till 9:00am when she finally figured out what she was doing. I missed my appointment with the car I was buying and missed out on a deal and wasted my money on the car hauler.

Matthew L. 
Rating:
4.0

Customer did not leave a comment.

Carla J. 
Rating:
2.0

The attendant at the store was alone and had not been properly trained and experienced on using Uhaul system. The truck was clearly poorly maintained. The steering loose and was making noise. Transmission blew mid trip

Douglas F. 
Rating:
4.0

Customer did not leave a comment.

PATTI H. 
Rating:
3.0

The employee was not trained and I spent 45 mins waiting for him while he was being talked through the process. I also had a difficult time lifting the trailer into my ball. I would like a jack for a trailer that size. Over all service was fine

Miles M. 
Rating:
5.0

Customer did not leave a comment.

Wendy W. 
Rating:
2.0

I was told by the manager at the pick up location in Antigonish that I could drop off the trailer at any depot in Saint-John the lady was very arrogant and told me that she couldn't accommodate me as her Depot was not the one assigned on the invoice. After a lengthy discussion after an extremely long day she finally agreed to accept the U haul. There was no help or directions to remove or place the unit. Unfortunately a reception such as this took away from our experience with U haul.

Michel R. 
Rating:
5.0

Customer did not leave a comment.

ART D. 
Rating:
3.0

Maintenance - The representative did not come out of the store and do a walk around and check the trailer lights. I had to go back in and advise them of a right rear running light not working. It would also be good to advise the client what to do for after hours drop off and how the u-haul drop-off verification through a smart phone can be done after hours. I looked at my e-mail after I returned home and saw that I should be at the drop off to use the phone location services to sign off on the drop location.

Kevin T. 
Rating:
1.0

Do not know how to use the computer for renting the equipment. Took 2 hours to get one trailer. It's a big NO for me ever again.

Nicholas B. 
Rating:
5.0

Nothing - everything was great

Touch Of S. 
Rating:
3.0

Customer did not leave a comment.

Vanessa M. 
Rating:
4.0

Customer did not leave a comment.

kevin H. 
Rating:
5.0

The U-Haul was immaculate, they were professional and courteous, would def recommend them for future rentals!

Lesley H. 
Rating:
4.0

Customer did not leave a comment.

lewarence D. 
Rating:
5.0

Make your pricing more reasonable.

Kristy M. 
Rating:
4.0

Customer did not leave a comment.

Darrell M. 
Rating:
1.0

Had to argue 45 minutes with both clerk and owner about whether or not odometer was in miles or km. They tried charging me $85 more than what my charges should have been. Can only imagine how many poor people have been ripped off

m. C. 
Rating:
1.0

Rented my truck out(had booked for almost a week) after I had even called a few hours before pick up to confirm my truck was ready worst experience of my life ...I WILL NEVER COUNT ON UHAUL AGAIN AND WILL TAKE MY BUSINESS ELSEWHERE DEFINITELY NEVER RECOMMEND UHAUL

Jeremy M. 
Rating:
5.0

the associate was happy to see us a day early. no issues with return.

Darrin B. 
Rating:
1.0

Had to go to a different location than was originally booked. When at the new location all equipment I had reserved was not there, I was still charged for the equipment even though it wasn't available as promised. When trying to call UHaul to speak about the issues I was put on hold numerous times and never once spoke to an actual representative. Extremely poor customer service and logistics, would not recommend UHaul to others after that experience.

Christopher J. 
Rating:
3.0

Staff was friendly. Process was fast.

Phillip R. 
Rating:
5.0

We were finished with the truck before our next day early morning drop off so we took it back the afternoon before and Hassel free service. Was not an issue at all to drop off early.

RONALD AND ELAIN P. 
Rating:
5.0

Customer did not leave a comment.

Chantal R. 
Rating:
3.0

Customer did not leave a comment.

Kerry K. 
No reviews have been submitted for this location.

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