The staff when I picked up the vehicle were amazing and super friendly. It was a very pleasant experience. However, we ran into some issues and were not going to make the drop-off time, and when I called the location, all I was told is "It has to be back." I felt as though I wasn't being listened to, as it was going to be impossible to drop it off in time. I was able to drop it off only 15min late, and the store had closed, but had given me zero information on how to now turn it in late. I then spent the next 30-45min in the lot trying to figure out how to do it, and was finally able to find a link. I feel there has to be a procedure in place when something happens and a dropoff isn't going to make it in time.TRISTAN C.
Customer Reviews for Fairfield Self Storage
(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.
Customer did not leave a comment.Jeffrey F.
Customer did not leave a comment.RODNEY O.
Unscrupulous to say the least. Last weekend I signed up for 10 foot box truck returned it to East quogue at a facility called mustafa's Auto Repair and they have the nerve to charge me $27 after I spent $15 of gas money at that same location to fill up the truck I don't know why you charge me but I will absolutely report thisMICHAEL O.
The 2 ladies working there were so nice & helpful. They explained everything clearly & made it very easy. They noticed a key was left in the cup holder & they called the next day to ask if was ours which was very thoughtful. Overall great experience!Douglas P.
May actual bill was 65.62, yet you debited my bank account for 71.43. When I brought this to the attention of your associated at the Fairfield location, she stated the the refund would be forthcoming in a number of days. No specific time. I stated that if my account was charged the 71.43 that there would be an issue. In a snide and demeaning manner she stated "For 5.81?". I said that this was my money not U-Hauls. She then commenced to hang up on me. Should I inform my bank not to let this debit go through?SUSAN S.
Customer did not leave a comment.Nick F.
Navigating website is a nightmare for on-line rentals. Wait time for help was over 30 minutes. Took 3 1/2 hours to get truck out of lot. Finally found another number - that group was very helpful. Truck was clean but clearly on it's last legsPAMELA G.
Customer did not leave a comment.Rama G.
Customer did not leave a comment.STEPHEN Y.
The A/C does not work at all on a sweltering hot day when there's heavy loading and unloading going on; and the van hesitates when trying to accelerate, then suddenly speeds up. Very scary and unsafe. Time to give this van some serious maintenance.DIANE F.
Jennifer has always been very helpful, kind and courtesy. Thank You Jenn for all your help. Angela M GrassoANGELA G.
Customer did not leave a comment.TRACY K.
The two woman there were not public friendly. The trailer brake and blinker lights and brake assist did not work. When I reported it, they did not seem to care. When I said it was dangerous and needed to be fixed, the only acknowledgement was, "We'll look into it." Very inefficient personel.LEONARDO F.
Clean the trucks after use. Charge fees for smoking in vehicle.Beth T.
Customer did not leave a comment.THOMAS S.
Nothing, All good. Easy to use Cell phone pick up and drop off.Gregg Z.
Customer did not leave a comment.FERNANDO S.
Customer did not leave a comment.Emam S.
Customer did not leave a comment.Robert C.
The women in the office were very friendly and helpful. The van was nice and clean and in great shape. I like the after hours on-line check-out. You might want to change hours of operation on website. It says that office closes at 4pm.James R.
The inside of the truck was filthy. The pickup experience was terrible. I was led to believe that I could easily pick the truck up with the web site. I wasted about a half hour waiting because I couldn't get verified. I had already sent my license but had to do that again. It asked me for addl ID which I didn't have, the addl. contact route didn't work. It was a terrible experience. I would only use UHaul as a last resort in the future.Chris M.
Customer did not leave a comment.Andrew S.
Customer did not leave a comment.SHANE E.
Customer did not leave a comment.SERGIO D.
Returned the van after hours. Did not have my phone so tried to do the return when I got home but the location would not have been correct. Spoke to someone last night in home office and explained the situation. I was told it was recorded as returned at 7:15. But I should call location today to confirm. When I did I was told that I was to have charged the $20. So we are clear I WAS NEVER TOLD THAT IF I DID NOT USE THE TEXT LINK TO RETURN THE VAN I WOULD BE CHARGES $20. THAT IS UNACCEPTABLE!!JEFFREY M.
Customer did not leave a comment.Charles P.
Customer did not leave a comment.Michele H.
The vehicle needs to be usable.Dhaval T.
Staff is courteous, efficient and helpful.ROBERT I.
Customer did not leave a comment.Jeffrey C.
Customer did not leave a comment.AKIRA O.
Customer did not leave a comment.Rene P.
Easy check out serviceDamani H.
Customer did not leave a comment.Charles G.
Customer did not leave a comment.CHRISTOPH G.
Customer did not leave a comment.RICHARD B.
Customer did not leave a comment.Thomas W.
Everything was great! The people who signed me up were very friendly and helpful! The van was in great shape! I would definitely recommend this location and would use again! Thanks for the great service!HARRY D.
Customer did not leave a comment.RICARDO S.
The manager who finished my paperwork wasn't wearing a face mask during the COVID 19 pandemic. Even as customers came in she would not respect the rules clearly in display to wear a mask. Her employees did in the same area as her but not her. She made zero attempt. She needs training and possible disciplinary action. Definitely not good customer service if you can't put a mask on during a pandemicMATTHEW G.
Agent was very helpful and congenial. He made the experience a pleasurable one.DAVID M.
Van was to be picked up at 7am, before office hours. No key was left in the lock box.Gregg Z.
The team at the Fairfield location are wonderful. Friendly, and helpful. Thank youANA A.
Customer did not leave a comment.Cihat Y.
Customer did not leave a comment.Vince D.
One out 3 people I interacted with had terrible customer serves and did not wear a mask indoors.Keith B.
Customer did not leave a comment.Robert I.
The blankets were all over the floor and wet when I picked up the truck. They had no dollies, which I ordered.Daniela R.
Customer did not leave a comment.ROBERT I.
Make a training video of this location. Inside office area - IMMACULATE and Organized. Van - Immaculate with a full tank of gas (so much better for your customers). Most importantly - the two ladies working inside were efficient, friendly and kind. My experience is rated 100% POSITIVE!! THANK YOU!Alan S.
Truck handled the road poorly. it was stressful driving the 15' truck as the steering was too loose and did not give you a confident feeling that you had control over the vehicle. Would not rent this type of truck again. Customer Reps at the center were very good!James K.
Customer did not leave a comment.HELEN P.
Customer service rep Jessica was very helpful, knowledgeable and helped me with an issue on mileage. I was very satisfied with my first use of U-Haul Scott HarrisSCOTT H.
Customer did not leave a comment.David S.
Customer did not leave a comment.Frank T.
Customer did not leave a comment.Beth T.
Customer did not leave a comment.Beth T.
Customer did not leave a comment.Jonathan M.
It took over 45 minutes to check in & receive my keys. I called the uHaul 800 number & was put on hold for a half hour. I rented the truck for 4 hours starting at 9:00 am. I did not receive my keys till 9:25 but was told that my 4 hours started at 9:00. Very poor service at location, by your cell phone checking & by your 800 help line. I will never use UHaul again.Louis D.
I was short 1 mile. So I think that I could use an extra mile next time it's calculatedANDREW L.
Customer did not leave a comment.EDWARD O.
The van was VERY dirty insideFatima F.
great customer service price was right only issue the truck needs service couple times almost stalledAlfred P.
Customer did not leave a comment.Francesca C.
Customer did not leave a comment.Brittany Z.
Customer did not leave a comment.Benjamin B.
Customer did not leave a comment.Kendal H.
$ 1.99 a mile is way to much compared to Penske .99 cents a mile. ThanksALEXANDER E.
Have more employees like Jessica on staff. Very helpful.DEBRA G.
Customer did not leave a comment.ANDREWROSS M.
The staff can be more friendly when a customer calls or comes in for pick up or drop offKaled D.
When I originally rented the truck, on-line, I ordered 24 furniture pads and a furniture dolly. Two days before I picked up the truck, I was informed that I would not be getting the furniture pads or the dolly. I had to use sheets and blankets from my bed and go and find a dolly to rent. Very disappointing. The people at Fairfield Self Storage were great, they get Five Stars, UHaul gets one star. If you don't have these items don't offer them during the rental process and definitely don't wait till two days before my move to inform me that I won't be getting them, moving is stressful enough. Again, Fairfield Self Storage-5 stars UHaul-1starPAUL M.
The woman at the desk who assisted me was very helpful and did a great job. I originally booked a Budget rental locally and they cancelled without even a call. She saved the day!TREVOR D.
Customer did not leave a comment.Gregory B.
Customer did not leave a comment.STEVEN G.
Customer did not leave a comment.THERESA G.
Although I had reserved (and paid for) the truck in advance to pick up at 8am near my home, I was forced to pick up at this location (a 30-minute drive from my home). U-Haul texted me the location change at 8:15am when I was already at the location I had booked and the agent there told me they did not have my reserved equipment. You want to improve service for the next customer? How about having reserved and PAID-FOR equipment available when and where it was reserved??Dianne S.
Professional staff - courteous, efficient and helpful.ROY R.
The app was neither fast nor easy to use. I had to do all the check in work and if something went wrong the was noone there to assist. So instead of providing service you make the customer do it all under the guise of easy. It took an hour to check in. The server was slow as was your web page. More cost less service.Glen R.
1) I had to figure out myself to download app 2) I rented the van on my computer and the password they gave me did not carry over to my phone . I had to change password. 3) was not able to get into lock box..4was given no instruction on the van..5) was not sent e mail need or given instruction on how to return...6 I have rented many vehicles this WAS MY WORST EXPERIENCE EVER!!!!!!JOSEPH M.
Customer did not leave a comment.Emily R.
Tell your customers verbally that if they do not drop the van off via text or by app (still not sure) they will be charged $21. Apparently it's in the contract. I've no doubt you make a lot of money adding all those fees up.peter M.
Horrible miserable experience. The woman at the location had her young son with her running around and screaming. Wouldn't have been a problem if she then tried to cheat me out of money after the fact and then lied about it. Got a credit for the money she tried to steal from me and then boom - another charge on my card. FraudulentJudah G.
Great truck, great rental experienceStephen B.
Customer did not leave a comment.Shaylah T.
Customer did not leave a comment.Robert G.
Customer did not leave a comment.TIANA S.
The facility and staff were fine but the online experience was not. I ordered 12 blankets which were critical to moving furniture and arrived to find that the site did not have any blankets available even though I had pre-ordered the blankets days before!!! We were forced to drive to Totowa to pick up the blankets and create a whole new rental agreement for them. While we were permitted to bring the truck back after hours, the blankets had to be back a full two hours before we were ready and it took three phone calls and about a half an hour of my day during a stressful move in order to get someone to agree that perhaps we could bring them in an hour late without being charged. To add insult to injury, we were charged $1 per mile for the extra driving to return the blankets!! And a further insult was that when we returned the truck and tried to use the text check in, it did not work!!! I had to sit in the truck and wait on the phone for a half an hour to speak to a representative at U-Haul in order to check the truck in so as to avoid a $20 fee for the on-site folks to check me in the next day. It seems a little suspicious that the text "did not work" and it was after hours so the customer would have been tempted to pay the $20 fee...overall, I'm not happy with U-Haul and would always look for another option the next time I have to do moving myself.Gwen V.
Customer did not leave a comment.Joanne S.
Customer did not leave a comment.Jonathan G.
Customer did not leave a comment.Roy W.
Very clean facility! Very courteous staff!Janet M.
I am not satisfied with the amount of money it costDimitra Z.
Uhaul changed my dropoff location via text message in the middle of my rental period with no explanation and only provided an address, not the actual name of the new drop location. When I called to inquire they were very friendly and helpful, but it seemed very strange to have my dropoff location randomly changed.Amanda H.
Cargo area wasn't clean/ swept. Oil change due now maintenance warning light went on every time i turned the ignition on. Also high beam headlights turned on autinatically when driving under bridges and in tunnels when selector was on Auto, i had to turn them off. That's the van with bellow 9000 miles on it. I do like the location though, clean and orginized office and personal is professional and friendly. i would recommend this place to my friends and will do business again.Sergey B.
Customer did not leave a comment.Madeleine K.
I was very happy with the service! Thank you!!! A+Louis J.
Everything was great but the check in online features takes way longer than actually checking in personRenan L.