Customer Reviews for Sponge Brothers
(U-Haul Neighborhood Dealer)

Rating:

2.0

They did not have the Dollie’s I needed, and either did a. Local U-Haul center. They said it was first come first serve. Then I was told that fee for the Dollie’s would be credited.It was not at that time.

Rating:

5.0

You're fine. You're the only Southern CT location that had the type of trailer I needed just before the holidays

Rating:

5.0

Iv'e used a half dozen U-Haul locations, and this is the first location that wasn't a dedicated U-Haul business. It was easy, quick, and had no issues. Staff was wonderfully helpful as well. My only comment would be that, due to the traffic pattern, confusing parking, and lack of signage, I'd suggest having a large sign indicating where to park and which building to enter. I feared blocking the car wash and was not sure of which driveway to enter, having to re-enter traffic and do multiple U-turns to figure out where to go, making me several minutes late. A large sign or even a note in the U-Haul confirmation text message could serve to clarify where to park (to the left of the party store next door, behind the guardrail). Otherwise, this was a wonderful experience and will use again.

Rating:

5.0

Employees were helpful and courteous.

Rating:

3.0

I asked for a receipt for my truck, I had to leave me apartment due to a flood. All of my belongings are in storage. They told me I had to go home and print the email. I have not received an email 24 hrs later or a text message except for this one

Rating:

3.0

This place was disorganized. It took more than 30 minutes to drop it off. Uhaul is their side job. They are operation as carwash & a car repair shop.

Rating:

5.0

Very friendly staff

Rating:

3.0

I would not recommend this location due to the service I received. As I was checking in, there was little verbalization about what was going on when I was checking in. The employee did not fully explain what he was doing and left me in silence. I feel like I was second guessed because of my age. I saw this due to the fact my ID was checked even again after it would give back to me to put it my wallet, and due to the fact I was asked how old I was about ID had already been checked. I understand these questions could have been for any number of informational needs, but this is how it came off to me. When it got to the mileage, the employee questioned me about my estimated mileage. I told him the mileage I put down was based off my own directions AND supported by the mileage estimator on the U-Haul website. He asked for my locations and I told him the specific addresses and mentioned it would only be one trip. He replied, “oh that’s way more than 5 miles”. I did not appreciate not being listened too. When I got the truck rental, it was at 1/2 tank of gas. Upon getting my copy of the contract a few minutes later. I saw he changed the estimated mileage from 5 miles to 20 miles. That was 4 time more than my original mileage. Upon returning the truck rental, I had to search for an employee. I found an employee and told him I’d like to check out and close my reservation. His name was Marty. He told me that I could just hand him the keys and that he would close everything out. I told him that his co worker had overcharged me for mileages and I asked if we could both go back to the desk and look everything over. He told me there was no need and that a dispute can be handle with the credit card company. Upon having my final receipt sent to me, I saw I was charged for 31 miles. I see on the receipt it has the start and end number of the odometer, but I drove no more than 6 miles during the time of my rental. I would like a refund as I was overcharged on my mileage. I went from 300 Boston Post Road, West Haven, CT to 168 Bull Hill Ln West Haven, CT to 79 Boston Post Road, Orange, CT

Rating:

1.0

Provide reasonable customer service, provide a paper receipt at time of pickup, explain refueling procedures, bring van to front of building and go over damage with customer, and confirm starting mileage as well as ending mileage. Also take a look at the reviews posted online about Sponge bros neighborhood retail location. They are exactly as stated that is the type of service I received at this location! A company with a nationwide presence and a recognizable name such as U haul should provide a higher standard of customer service!

Rating:

5.0

Good but truck not clean

Rating:

1.0

I wouldn’t recommend U-Haul to anyone. This is the second horrible experience. Last time, they didn’t have my truck absujsbkr the day I had planned to move. This time I needed to pickup before hours, and they keg box wouldn’t open. With all the technology out there available with Amazon lockers etc. uhaul is using an ancient padlock that’s rusty and difficult to open. Give me a break.

Rating:

2.0

I was told 2 different locations to pick up my truck and it still wasn’t available. My reservation was for 8am and I couldn’t get my truck until 10am.

Rating:

2.0

The employee who assisted us today had a nasty attitude and there was four bullets left inside the vehicle that I rented so it wasn't cleaned out. She didn't properly do a job because if that was the case she would have removed those before we took possession of the vehicle.

Rating:

1.0

Was not my first choice of location. When I picked up my equipment, location did not have moving blankets and the amount I reserved. They told me to go to the main U-Haul store down the road. When I went to that store the clerk was shocked that I was given no paperwork regarding the truck, rectified it and supplied me with moving blankets. When I went back to spongebros to inspect the 15 foot truck I rented, it looked old with numerous non-marked scratches around the truck and an odometer reading of 148k miles (50k over what was on the paperwork), and dirty interior of cab. I spoke with a sponge Bros representative, who gave me two options return the truck now and not be charged anything, or call corporate and have them fix the mileage in the system. Ultimately when I made it to the end of my one way trip, it was discovered the sponge Bros gave me the wrong truck! Adding to the headache of getting my U-Haul. DO NOT GO TO THEM, GO TO THE MAIN UHAUL DOWN THE ROAD.

Rating:

4.0

Rather difficult to find entrance for pick up/drop off. Need better directional signs.

Rating:

1.0

Explain the drop off process to employ the location so they can better assist customers. Also, install cameras for time stamp purposes of staff overcharging clients and not willing to assist with fixing their corrections. Overall, partnership with this specific location should be terminated due to dishonesty and poor service.

Rating:

2.0

I've rented trucks from Penske - you drop off the key record information on a note and it all goes int eh drop box - you use an app that did not recognize my order number - I called your 800 number for assistance and they want me to watch another video on my phone inthe dark inthe rain. Like a fool I did - and still your app did not recognoze my prder number - An absolutley AWFUL experiance

Rating:

1.0

They were very disorganized made me wait over 20 mins picking and dropping off. They did not mentioned terms and conditions such as fueling the truck back. When inspecting the truck they took over a half an hour just to tell me nothing is wrong. A manager was telling me to tell other customers that the service girl was going to take a while to let others know like I work there. It was a nightmare and never dealt was such unprofessionalism. It was my first time renting a truck a was told no terms or conditions

Rating:

1.0

I have returned my uhaul and still have not gotten my $56.11 back on my credit card which was a hold. I paid with my debit card when I returned the uhaul and the money came out. But I have not received my money back on my credit card yet. It’s still pending and has been 12 days! Very disappointed. Called the car wash that’s a dealer for uhaul they were no help. Called uhaul they were no help. Called my bank also no help because of uhaul not putting the return through. Very disappointed.

Rating:

1.0

We were not able to pick up the car despite being guaranteed a reservation. On arrival, they key code provided did not open the lock. Two days later, we received a a $300 charge for a car we weren’t able to use. Not all Uhaul dealers are bad but this one has turned into a horrific headache.

Rating:

1.0

Pick up process was hectic and attentive was not helpful

Rating:

3.0

The app based check in took an hour to complete making me late to start my move. The need of an "alternate contact" to be called to verify is an unacceptable requirement.

Rating:

3.0

Took forever. Other times it took 5-10 minutes...i was the 30 minutes just to get a vehicle. They are too busy doing their other business to run a uhaul rental also.

Rating:

1.0

I've been using U-haul for years and this is the only time it wasn't a decent or good experience. Very unprofessional. Send someone in undercover so you can really see whats going on there. I will not use this location again, and after that visit I probably won't even use U-haul again.

Rating:

2.0

The Uhauls weren't easy to get to. I needed to go into the Farmer's Market parking lot to get access to the trucks. I used the Uhaul app to get my truck and it took 5 minutes to find where the key lockers were. There were no signs, so I have to walk around the entire building. I wouldn't recommend this place. I'm surprised and a little disappointed that an actual Uhaul location was two minutes down the road, but this place was recommended instead.

Rating:

5.0

Simple, clean, no hassle rental.

Rating:

1.0

the appointment was for 7:30 , they did not show until 8:15, the tank was not full, they did not have the blankets requested on the order. i called customer service to ask for refund, they offered 50.00. meanwhile it cost me hundreds because of U-hauls inefficiencies', let alone my personal time wasted.

Rating:

4.0

Let them rent closer to an hour away from their desired location.

Rating:

2.0

I had a self checkout but the lady at Sponge Brothers was extremely unfriendly and very unhelpful when I did ask a few questions to clarify. I would not select this location again and I do not think they represent the U-Haul brand in the correct way.

Rating:

1.0

Service person at the desk was not wearing her mask properly(nose not covered)the rest of the staff were not wearing masks at all, including the person who hooked up my trailer. Person who hooked up my trailer was not familiar with how the hitch worked. When I arrived the system was down, which caused unnecessary delays. The front desk clerk was also generally rude and unpleasant. Terrible place, and unsafe. I won’t go there again.

Rating:

5.0

This was my first experience using Uhaul. The Uhaul manager Lou was very polite, responsive and friendly! Any questions Or confusion I had, he assisted me right away! He was very professional and I wI’ll recommend this location to anyone! Thanks for making my first experience a pleasant one!

Rating:

5.0

The customer service was excellent.

Rating:

5.0

Where can I find the definition for all the three additional costs associated with the rental beyond the rental charge, insurance and mileage? I assume they are mandates. The improvement can be to explain the additional charges upfront so customers are aware of the true cost of rental before the sign. Otherwise everything was great.

Rating:

3.0

The check-in process took over an hour because the systems were running slowly. The employees of Sponge Brothers were nice, but couldn't help us at all. We also purchased 2 queen-size mattress protectors in-advance, they were not on the truck. We had to go to a different U-Haul location, wait on line, to get the protectors.

Rating:

3.0

Lower your gas fee

Rating:

2.0

Very time consuming to check out vehicle - even after I had done the registration online.

Rating:

1.0

I am sad to say that I was disappointed with my experience with U-Haul. My pick-up location was not the location I had requested. And while I understand this is not guaranteed, I had to drive about 30 mins out of the way when there was a location 3 blocks from my house. This also does not take into consideration the traffic on that specific day due to a local sporting event. I then arrive at the U-Haul in said town to wait in line for 45 mins at one of your locations to find out I was at the wrong location. Do you not take reservations into consideration when staffing your stores? I was Reallocated to a independent Contractor, 2 mins away. Why would you have two pick up locations so close to another? I then Was charged more then quoted including insurance coverage that I was never offered but charged for. At this point I was late and did not have time to sit there and question my bill. The trailer was in poor condition. One of the tires looked like it could pop at anytime and the rim was rusted. Overall, I was very dissatisfied.

Rating:

3.0

My reservation indicated that I was to go to the Uhaul location to pick up the truck. When I arrived (and after waiting on line for 10 minutes), I was told that I had to go to Sponge Brothers - which they did not tell me was a car wash so I passed it. Why didn't the reservation indicate I should pick up at Sponge brothers? The truck was immaculately clean.

Rating:

4.0

the young lady who works at the front desk should change her attitude

Rating:

5.0

uhaul as a company is from 1 to 10 a 1at best I your company will be my last resort and you can call me and will be happy let you know it was not fun dealing with your 1800 group 2038873520

Rating:

5.0

More comfortable trucks

Rating:

5.0

Nothing. Stacy was so nice and helpful! EXCELLENT customer service!!

Rating:

5.0

Make it clear whether they do or do not have dollies, hand trucks, blankets, etc. As for the truck itself, they did an excellent job. In and out quickly. Explained all charges. Good people.

Rating:

5.0

The people of SpongeBob are very accommodating very nice to deal with I rented from them before and I will continue in the future and highly recommend them

Rating:

2.0

Computer system was down and they didn't even know if the trailer was at their location or not. Then they charged me for a second time, after I told them that I already paid in full and even made me fill out the paperwork again. Very frustrating

Rating:

5.0

Nice lady.

Rating:

1.0

DropBox system and UHaul App did not work, the pickup location was closed (it was not the one I had requested and when UHaulo switched me to it I was assured I would be able to pick up the truck without difficulty. The UHaul phone numbers / menu system I called did not connect me to anyone who could help -- I was fortunate to find a 24/7 UHaul dealer down the road who offered to help -- they put me in touch with the regional dispatcher who gave me the coes over the phone tp get me into the lockbox. I was half an hour late starting my move as a result. Next time I move I will shop around other rental companies.

Rating:

5.0

Nice people to deal with very accomodating

Rating:

1.0

The systems failed at the locations and we were kept waiting for 1+ hour and we lost our moving time slot. Also they charged me for 2 days since they could not allot me for one day.

Rating:

2.0

Gas gauge was on empty when truck was picked up. When I dropped of the truck I was told I should have received a voucher for fuel. This was not the pick up location I made the reservation for. I was relocated 30 minutes from original location. This added time, fuel, miles and aggravation to a long heavy move. The below average rating is more for uhaul than for the particular location.

Rating:

4.0

While we were there there were customers complaining about your service and there was no resolve in sight as the manager said no one was available to help as they can only do but so much.

Rating:

5.0

Overall Perfect Thanks For Your Service