Pick up was a nightmare. I’m also shocked I was charged 23$ or whatever for miles driven, even though I just paid to fill the gas tank up? Would love an explanation on that.
Leo F
Customer Reviews for Bridge Road Auto
(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.
Originally I had my 6x12 trailer reserved and received notification a pick up date and time and the location of s willow st Manchester nh. Hours before pickup time u haul notified me the trailer was not returned to Manchester nh but to Salisbury Mass. I told them that’s not my problem it is yours. Why can’t Manchester go to Salisbury to bring it back to Manchester? I was told there was no 6x12 trailers in NH. This problem became my problem. This added 2 additional hours, tolls both ways ( 1 with double axle trailer) and fuel. U haul offered $50 for my troubles. Honestly it was costing me a total of $175 which wasn’t a heck of a lot of money. To top it off, when I contacted Salisbury to confirm they had the trailer, I finalized my payment with them. That’s when I learned I needed to pay Mass.sales tax. When I went to pick up the trailer no one there could provide me a drop off in NYC. Worker there contacted the person in charge and she stated that the original pick up location should have sorted this out. I told her because Manchester sent me here you are the new pickup agent and I said she now has that responsibility. She did end up providing me with a drop off location in NYC. I received notification of the drop off location. Then hooking up the trailer I utilized the ap u haul provided me to take pictures etc of the trailer the ap stated it held timed out or something to that effect. By this time I was so pissed off. The next day I received a notification from the drop off location that they could not accept this size trailer at their location. So wasted more time on hold trying to find another place to drop off. Then I received another notification along the way my contract had not been completed and to avoid a $20 fee blah blah blah. I am still waiting for the manager at u haul in Manchester to contact me to resolve this issue as $50 is certainly a drop in the bucket at this point. The entire experience with u haul has been disappointing. From the ap. To the holds on the phone from being bounced around from customer service to various places. I just can’t understand after discussing with several CUSTOMER SERVICE people, this matter couldn’t be resolved. A typical corporation. Money first. Customer service last!
Patrick MThe people were barely helpful and a little rude. I wasn't given a locoing pin required to keep the trailer safely on the tow ball.
Ryan HI would say the same for many U-Haul locations. The front desk people could look, sound, friendlier. Other than that, they all seem to know what they are doing.
Ronald AThe lady was friendly and helpful . Would go there next time I need a truck
DANA DGood service. Amanda was very helpful
James NExceeded my expectations
James NThe people in the office were very nice and patient.
LYN BClosed at 2pm on a Saturday. Difficulty parking for larger trucks
william wThis pick up location was given as my only option WHILE I was on the road to pick up at the original location. It was extremely inconvenient to add more miles (on a holiday weekend with considerable traffic!) to pick up a vehicle that got far worse fuel mileage and was far larger than I had booked. The people at this pick up location were perfectly fine. It was the fact that it became my only option at the last minute that infuriates me.
MARK BNo idea.
MICHAEL MImmediately after departing location “Low washer fluid” and tyre pressure warnings came up. Left rear was very low and both front tyres over pressured. Inflated rear tyre before loading. Otherwise, van was clean and well maintained. Good service at location.
ROBERT NParking to drop off the trailer was next to impossible because it was so tight and filled with stuff.
VICTORIA DRental facility is a crammed autobody shop that has no signage, if it wasn't for the Uhaul truck parked on the side i wouldn't have found it. I put 14 miles on the van yet was charged for using 3 gallons of gas. Pretty sure a 9' van gets more than 5 miles to the gallon?
JOHN HWas an after hours drop off. Very easy and convenient
CHRISTINE DThe U-Haul was covered in snow and ice with nothing to remove it. I went on the highway and snow and ice started flying off the top which is illegal but since this is a box truck you can’t see it.
CRAIG Cpoor parking, used app which took too long for both pick up and return, was charged for 100 miles at $1.39/ mile when I estimated 60 miles and actual miles 76. there was no place to enter this info. no one to resolve payment issues and was told by the mechanic at this location that he doesn’t work for U-haul and that i would have to just pay and follow up with U-haul next week to get a credit.
Maura AI am a returning customer having rented 3 trucks in the last 3 months for a big primary residence move. Truck was great. All were one way rentals and for the first 2 I dropped tricks off in Warren Maine. A great operation. The last truck i picked up in Salisbury Mass -- Amanda was great. Dropped off at 1 Cressey Rd in Brunswick. I should not my original rez had me picking the truck up Fri 4th and dropping off Sunday 13th. I called to change pick up to Thurs 3rd and I thought that was it. On Sat 12th I received a call from Brunswick Uhaul angry that I had not returned the truck. I said I had a return on Sun. He told me I was wrong. I realized what happened and explained the agent must have pulled i the whole reservation. He then began scolding me that I should know the terms of a standard one-way rental -- as if this is endemic knowledge that has been passed down through generations. I apologizes and said I still needed the truck for 20 more hours and he hung up on me. When I returned the truck, I was charged an extra $40 rental - ok - and the check in guy Ronnie was great. No idea who this Dan guy was but he is an angry man, with zero tolerance for deviation from the reality of his universe and should not be in a customer facing position of any kind.
Edwin BThey don't open until 8 AM which was a disappointment and to make matters worse, the person who starts at 8 AM did not show up and was not there when I departed at 8:20. Fortunately, the guys in the adjacent body shop had the cell phone of the person who starts work at 9 AM and she released the trailer to me by pulling over to the side of the road and access UHaul systems. Also, fortunately, I am 6'2" 220 lbs and in shape, because I had to pull the trailer out of the grassy area by myself and attach it. I've used trailers multiple times before so I knew what I was doing. Others in this situation may have not known. No phone call or email later in the day apologizing for their poor customer service. This franchise does not represent the UHaul brand well, quite the opposite.
Steve MI reserved the 20' truck 2 weeks in advance. My original reservation was for 730am at a different location. The day before pick up, they told me they had to change locations bc they didn't have the 20'. I called the new location bc they don't open til 8 and they said someone will be there for my 730 pick up. Nobody got there til 750, she was very rude and upset she had to be there "early." I would definitely not recommend this location. My original location was 10 mins from this one. They should've drove the truck I needed there.
MATTHEW SThankyou.
robin gYou have to cross route 1 to get to the trucks which isn't ideal.
Mark STruck reeked of cigarette smoke the entire time I had it
Eugene SThey were very accommodating. I rented a van but needed a truck and they had one that was only available for 3 hours, I needed it for 1 so I was able to get my job done since they worked with me.
john pBetter signage in the truck storage lot. You pull into the lot where the trucks are located and it's across route 1 from where the pick-up desk is located. Better signage in that lot and at the rental office would be a good idea.
KEVIN KThe woman who helped me - Amanda? - was great.
Matthew MGreat customer service
JOE SService (staff competent and helpful) was great. Equipment was old and pretty beat up. It worked and was mechanically functional but both trucks I have rented from this location were over 100,000 miles and showed it.
George SFirst time renting a 10' box. It was high mileage (105k) and showing it's age. The driver and passenger doors are hard to latch. Clunks into low gear when decelerating. I missed cruise control.
CLIFFORD GI don't like the Ram van at all. It's awkward to drive, the controls are strange, and it guzzles gas.
CLIFFORD GUnclear instructions about where the vehicle would be (was across the street from the 128 Bridge St location), as well as confusion about the location of the key (instructons stated black box #2 but there was not a black box #2 near where vehicle was stored; there was a uhaul/orange colored keybox #2 at the 128 Bridge St location, which was not where the vehicle was stored). The keybox itself was difficult to open. The location where the vehicle was stored was extremely messy visually, broken fences, litter and trash all over the place. The dolly was not inside the vehicle like ordered. The odometer was extremely difficult to access, it only displayed trip durations by default with no clear instructions on how to get the overall odometer mileage to display (which was required to take a picture of during vehicle return).
James SBest UHAUL experience I have ever had.
Michael WIts not broken...therefore it does not need to be fixed
David CFree beer!
DANIEL ECustomer service from Amanda made all the difference! She was so efficient and knowledgeable as well as delightfully friendly.
Kathleen IThe van was not cleaned prior to my use is was disgusting. Rotten banana peels, garbage, dirt, debris, glass and grim. I want a refund. Andy [redacted]
Andrew LBridge Road Auto is just the best UHaul location with friendly, quick service.
CLIFFORD GOverall it went fairly smoothly. No real complaints. The only one I might have is the billing was a bit vague. But once I spoke with Amanda she emailed me a detailed breakdown and then it all was clear to me. They probably should have given me a printout of the billing details when I returned the truck. So thinking about it, I will up my rating to above average.
DONALD MWind screen washing fluid was empty
Noreen MThe office was not open as advertised and according to one of the workers there it typically opens 15 minutes late.
Peter LThe attendant was really helpful in getting me in and out quickly.
Kathrine LEvery at the Salisbury and the Wilmington location was super efficient knew what they where talking about, and were super friendly I’am 100% going to be coming back to rent more trailers thank you -
Shayne MI reserved a vehicle and when I arrived I was told another customer had reserved it for after hours. Had to rent a larger truck at the larger truck rate.
Paul MLittle tight backing up truck in lot for folks not used to driving trucks.
Jeff GHorrible experience e overall; Equipment not available at preferred location drove 30÷ miles out of my way promised a free day never happened truck was dirty less than half tank of gas no blankets as requested. Original drop-off was wrong number could not get in touch. But one good thing was Matthew who helped me on Saturday afternoon found a drop-off location and the drop off location were equally as wonderful but that's because I had to clean the truck actually had food spills and trash all over the cab. Really not a good experience
Dennis OThey were very friendly and got me on the road quickly
john pPlease have furniture dollys in usable condition.
Maureen G