The manager was very nice and professional.DAVID S.
Customer Reviews for Orange Innovation Center
(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.
I reserved a truck from this location via their website several days early, the following day after receiving confirmation I was informed that I would have to pick up the vehicle at another location several towns away due to this location not having my requested vehicle, I was also informed at that time I could drop off at this location. So I picked the vehicle up and made the initial payment of $55, when I dropped the vehicle off I noticed that this location in fact had the vehicle I requested on site, and due to the snow encircling it was obvious it had been there the whole time. The office wasn't open and the return app didn't work so I dropped the key in the drop box and left the truck swept out and full of gas. To my surprise I noticed that I was charged $90+ the following day, with no receipt or justification for the charge, even after a follow up call with a request for a receipt. Mind you I drove close to 20 miles to pick the vehicle up, and nearly 20 miles back to where I needed its use, which was approximately 5 miles from this location. I did all this while they had the requested vehicle sitting in their yard, then I'm unnecessarily charged $90+ for what I assume to be for extra mileage over the allotted 30 miles. If this is how customers are treated I would never refer this company, or uhaul for that matter, to anyone!!Eric C.
Dropped the truck off a day early and got charged $40 for having it an extra day... complete bs. Will never use Uhaul again if this isn't worked out.Jessee C.
Customer did not leave a comment.Rick K.
Customer did not leave a comment.Sue E.
Customer did not leave a comment.luis D.
Would never know this was a uhaul vendor. In some random factory looking building with 20 suites in it and the smallest uhaul print sign. And went in to drop the keys off after finding just TWO other rigs on the property the worker just took the keys and didn't go over the truck at all or look at gas. NOTHING.Robert W.
HI, excellent local service. however, your web site functions poorly. I had flexible equipment needs but was unwilling to drive very far to pick up a vehicle. Unfortunately, no matter what options I chose, your site continued to direct me toward a site that was far away, rather than letting me know what equipment options are available at the location closest to my home. I suspect this is a program algorithm problem that could be easily fixed. Otherwise, you'll continue to frustrate customers like myself who will seek other options. thanksGALEN N.
Customer did not leave a comment.David L.
Very professional, easy drop off. Highly recommend this location.John G.
Customer did not leave a comment.DAVID S.
Excellent,Very nice people..William W.
Customer did not leave a comment.Mathew R.
Nice to have that company great serviceAnnette N.
My original reservation was with the location on Federal Street in Greenfield, but the size truck I reserved wasn't due back until 6 pm. I'm not sure why the system would allow a double booking of a truck. So, this can be improved, as I had to drive a total of an hour out of my way. The service at the Greenfield location was non-existent, and never offered any solutions so I had to find a new truck by calling the 800 number. My experience with the 800 number (once I got through ( it was a long wait time to talk to someone), was excellent, as well as, my experience at the Orange location.Paul H.
Customer did not leave a comment.MARK B.
My comments are about location in Westfield Ma. I reserved the trailer two weeks prior to date for pickup. I was never informed that that would not be my pickup location. The day before scheduled pick up I was informed that the location would be in Orange MA. That location was 1 hour and 30 minutes from my location. When I questioned the caller their response was less than helpful basically stated that I could cancel if not happy. Of course I had prepaid for the use of the trailer. Customer service in the Holyoke MA was rude to say the least. No one cared that this inconvenience would cause a 3 hour trip that affected the plans for our trip as well as fuel cost and the risk of driving an empty trailer an extended distance. My question is why when there were multiple locations ( Chicopee, West Springfield as well as Westfield) within reasonable driving distance that we were forced to drive to a location that far away. I will not recommend rental from Uhaul trailer to anyone.Robert B.
Awkward pick. Other people were there having trouble as well. Took to long time. Had to jump through hoops to use the phone and do the pickup. Be prepared to give additiona numbers and call the people with those numbers. Calls come in as a state, not idendified. They already had my number and my sons. But need to put in two more numbers. Thankfully my sister picked up, only was identified as Arizona. She almost didn't pick it up and I didn't call here because she was with me. She doesn't know anyone in Arizona. Getting key from the lock box after the intestive cell phone process was easy. They gave us a code. We punched in and it opens. But I don't think I would ever do this type of pickup again. Very bad process. Also, the people that were there when we got there, even after our long process were still there fuming as we let. I turly felt sorry for them.David D.
Had to do 24/7 Share online to return truck and tow dollie. Location wasn't open.Patricia F.
Staff was great!Hakim R.
Customer did not leave a comment.Janice N.
I have been over-billed by 100 miles. I have not heard back from the rental center yet. They owe my credit card a refund.Mark F.
All goodJanice N.
Customer did not leave a comment.Susan M.
Customer did not leave a comment.Samuel L.
Verifing took longer than I expected but overall pleased with serviceMegan C.
Customer did not leave a comment.michael G.
Customer did not leave a comment.Debbie L.
Customer did not leave a comment.Brandy P.
Customer did not leave a comment.Cindy R.
Customer did not leave a comment.TAMARA K.
Michelle in the office made the entire process easy and I would highly recommend this uhaul location to everyone.Julie M.
Customer did not leave a comment.JAMES S.
Customer did not leave a comment.Jim S.
Customer did not leave a comment.Emily N.
I had absolutely no issues with U-Haul at the Orange Innovation Center. They were professional, booked my reservation for June 7th, and accommodated me with the size vehicle (15 ft) that suited my purpose. Everything was all set until I responded to voicemail messages (602-606-5431) from Phoenix, AZ on 5/31/20. From that point on, right up to June 7th (the day of my move), my reservations got all messed up. I had to go through the whole process that I had completed with OIC all over again. I thought everything was good to go with OIC after getting off the phone with Phoenix, only to get a call from a U-Haul in Holyoke, MA the next morning telling that I had to pick up my truck rental at a U-Haul dealer in Gardner, MA. I was told by the Holyoke U-Haul dealer that OIC was closed on Sunday. I told them that the dealer representative would come into her store to finalize the paperwork and to give me the keys on Sunday morning on June 7th. I called OIC right after I got off the phone with Holyoke U-Haul and left a message with her explaining what happened and asked her to find out what was going on with my reservation? She got back to me to let me know that my reservation for pick up on June 7th at the OIC had been corrected and was confirmed! Of course, I was relieved to hear she corrected the mix up! I was sent an email requesting me to complete the On-line Checkin which I did on June 3rd. Provided my driver's license info and other information. The only discrepancy was the time of pick-up (10:00 am rather than my requested time of 9:00 am). I thought everything had been confirmed for June 7th, printed a copy of my reservation, and was good to go. Until the afternoon of June 6th when I arrived home from work to find a voicemail message from OIC stating that she had nothing confirming my reservation in her system for Sunday (June 7th). She didn't if I had cancelled my reservation or what. I left a message telling that I completed the Online Checkin and everything had all the correct information with the exception of the pickup time (10:00 am vs 9:00 am). I told her that I didn't understand why she wouldn't have the same information? I called OIC early Sunday morning (7:45 am) and left another message to have her call me. She finally called me back to tell me that she would be at OIC at 9:30 waiting for my arrival for 10:00 am. When I arrived, she had the truck ready to go as she greeted me me outside upon my arrival. We moved the furniture for my friend in Orange to her new residence in Webster, MA dropped of the trunk at the North Oxford U-Haul at 7:10 pm. My major complaint concerns all the hands in the pot when it came to my reservation. I couldn't believe how messed up my reservation became!!! Let OIC do their job!!! Everything was fine until (I am assuming) U-Haul corporate in Phoenix, AZ got involved and screwed everything up!!! Then I get a call from Holyoke U-Haul telling me I have to go to Gardner, MA U-Haul. Why couldn't Gardner U-HauWilliam M.
Customer did not leave a comment.scott S.
Very helpful, clean and easy to get tooPamela L.
Had the truck ready in the parking lot - was really a pleasure to deal with getting the rental details finalized with driver's license and paperwork. Would certainly recommend that location!Elizabeth S.
Michelle the Manager at the Orange MA location provided the absolute best customer experience and we truly appreciate how she went above and beyond from the beginning of the process all the way through. She must be commended all the way to the top because these days it is hard to come by above average customer service experiences and Michelle is one of those people that will always stand out to us. You not only have a 5 star employee. You have a gem. Thank you! Vicki C Kenny H.Kenneth H.
Better communication is needed, and more help. The reservation system is cumbersome, contradictory, and confusing. Staff is not very helpful.David B.
I really do not know. The sales rep was very kind and thorough with the whole process.PEARSON S.
Customer did not leave a comment.Stacie B.
The passenger mirror wouldn't stay set - the passenger had to stick their arm out and adjust it every 10 to 15 minutes as every bump made it move out. The windshield was dirty and my drive back was into the sun. This made it very difficult. I put not applicable because if these issues aren't reported, how would you know.Derrick E.
I had filled the gas tank before returning the truck. On my online return slip it was listed at 3/4 of a tank which is what I picked it up on. Disappointed that I was not given credit for being a nice guy. I didn't want any money in return, just being noticed for doing extra would have been nice.Thomas L.
Customer did not leave a comment.James K.
Couldn't come down stairs to inspect the truck on return because she was counting coins. Charged me $200 for Cleaning yet I cleaned. she parks her trucks in mud after she charges people for cleaning the cab.. worst dealershipwilliam W.
Customer did not leave a comment.Brian S.
Customer did not leave a comment.Chyanne S.
Customer did not leave a comment.Michael W.
Very glad to have discovered this location. UHAUL representative managing location could not have been more helpful.Samuel F.
Customer did not leave a comment.Carson T.
The manager was very professional and informative.Shannon M.
Michelle your receptionist was very pleasant and explained everything for me to understand from picking up and dropping off the U-Haul. She went through the policy procedures, etc. I would highly recommend family and friends to use this company,.......Kathy MaynardKathy M.
Customer did not leave a comment.Cheryl H.
Outstanding service!! Michelle is an amazing asset to your company.Douglas G.
Michelle was amazing! Very professional, yet made me feel so at ease. Took care of everything and made this process so easy and comfortable. Definitely an asset to your company. So, there is nothing that can be improved with the experience I had with Michelle.Jason B.
Extremely friendly staff! Very welcoming and informativejes M.
Customer did not leave a comment.Darren A.
Be open on weekends.John F.
I have texted and left phone messages requesting information about on site storage areas and I have not received any callbacks or return messages.Larry S.
After hours extremely convenientTrina W.
Friendly and helpful staff. Lots of equipment so odds are they have what you needThomas L.
Customer did not leave a comment.Josh C.
Michelle at orange innovation center u-haul went above and beyond to make this reservation happen, especially after main office canceled our reservation and changed to Gardner u-haul we weren't too happy about that Michele made our original reservation work she's the only reason we stuck with u-haul!Micheal B.
Customer did not leave a comment.Roland M.
Phone communication could be better. But yes it's hard with only one person in the office.Kevin C.
Customer did not leave a comment.Douglas G.
Customer did not leave a comment.DAVID W.
Outstanding place easy location so excited it being in orange mass very professional and helpful friendly staff 5 starsLoren S.
Customer did not leave a comment.Ken D.
Need some signage that is viewable from the road.sean R.