Customer Reviews for U-Haul Moving & Storage of South Keene

Rating:

1.0

My experience having a hitch installed was unfortunately a very frustrating one. Mistakes happen, and people are human. However, the overall functioning of this location on this particular day was quite flawed. The communication among staff members was poor, as was the communication with me the customer. The location seemed to be understaffed and unable to handle the business of the day. I first ran into issues when I called the Marlboro St. location, which is where I had my previous hitch installed a few years ago. I explained that I wanted a hitch installed to tow a trailer and received a quote but was told I needed to call the Winchester St location to schedule the install, which is where that takes place now. I did call, and received a different quote from the person I talked to, who said the original quote was incorrect because it didn't include wiring, which I needed to tow a trailer. I scheduled the install and was informed I had to drop off my car, that there was no waiting room facilities, and that there was no guaranteed end time other than 7:00pm closing time. First of all, this is very inconvenient, and is not particularly attractive to customers. However, I planned for this and brought my bike so I could leave the car for the day. I dropped off the car at 8:15am and signed a paper stating what I was purchasing. I checked it over and noticed the quote was yet again different from the quote I had received before, but it was less, and it had everything I thought I needed, so I assumed maybe there was just some price fluctuation. I asked for a ball park time of completion so I could plan my day, and the manager told me it would be 3:30pm at the latest because she wanted to give plenty of extra time in case things got busy. At 3:00pm I called to check in. The car was not finished yet. I had remembered I needed a ball drop, which the original quote included but the paper I signed in the morning was missing it. The manager I was talking to said I couldn't tow a trailer since I was only getting the hitch and not a wiring package. The manager pulled up my account and told me that my appointment did not include wiring and it was not on the paper I had signed. I regret to say I lost my temper at this point since I could not figure out why my installation did not include a wiring installation as I had asked for every time I talked to someone at U-Haul and that I had verified was on the paper I signed in the morning. Eventually, the manager realized she was looking at someone else's account - she had not verified who she was talking to when I called. So, it turned out, I was getting the wiring after all, but my car was still not done. Someone would call me when it was finished. At 4:00pm my husband got a voice mail saying the hitch install was finished. He had to message me to see if I had been called also - I hadn't. The wrong number was stored under my name. This should have been verified at drop off. I arrived at U-Haul at 5:00pm. There was absolutely no one in the store or at the desk, and it took about 5 minutes for someone to come to assist me. I stated I was there to pick up my car with the hitch installed. The employee looked very sheepish and said he was sorry but he hadn't seen that there was a hitch listed on the order and that he had just started working on it. No one had called back to say that the car wasn't in fact done - I just showed up and found out when I got there. I asked him what had been done, and he said the wiring was done so far. He could install the hitch in about 30 minutes. There were several other customers in line at this point, and he had to help them since he was the only person in the entire store. The manager was no longer there. He started working on the hitch at 5:15pm and was not finished until 6:15pm. I stood there waiting in the store for an hour, since there was no seating. Finally, I thanked him, paid, and left. The lack of communication between staff members, inaccurate records, lack of communication with me the customer, and a seeming lack of care that this was a very frustrating experience for me, the customer have definitely soured my view of this U-Haul location. I will do everything in my power to avoid having to do business with them again. I feel my experience entitles me to a partial refund as an act of good faith and consolation.

Rating:

5.0

I highly recommend this location -- excellent customer service.

Rating:

5.0

Outstanding customer service. I was helped at once and was done in ten minutes.

Rating:

5.0

The manager was so helpful and friendly. She’s great !!!

Rating:

5.0

Location was very clean and accommodating. I can’t remember the lady’s name I spoke to, but it said “owner” on her badge. She was very friendly and even let me drop the trailer off after hours without an additional surcharge. This particular trailer was pretty beat up compared to others I’ve rented recently, but towed well and did its job just fine.

Rating:

4.0

I worked with Matthew on picking up a trailer and he was excellent! Spoke with the manager and Heather during the drop off and they were both great to deal with also! Highly recommend this location to rent a trailer.

Rating:

5.0

Nothing

Rating:

5.0

Very happy with everything! The lady who helped me was very nice!

Rating:

5.0

Not much. Everything went well and the staff at this location was excellent.

Rating:

5.0

Heather is amazing

Rating:

5.0

Everything is running very well excellent customer service couldn’t be more pleased

Rating:

5.0

Ashley went above and beyond, highest praise!!

Rating:

1.0

Literally the worst moving experience I've ever had. Box arrived late at my pick-up destination, then the trailer broke so I couldn't take it home that day. I had to pay for and reschedule my movers. The origin destination guaranteed me that my box would still arrive at the original date despite equipment failure. My box was 7 days late. The final destination didn't reach out once to update me on my box arrival. When I reached out to UHaul, I was told that no one could track my box or give me any updates since it was the weekend and those teams don't work on the weekends (the weekends is when most moves happen so how UHaul isn't staffed appropriately is beyond me). I was promised multiple callbacks which I did not receive. When my box finally arrived, I was told it would be brought to my local uhaul, when I showed up with movers, the box was not there. The box was let out at an open warehouse location without me being told. I called the manager who didn't answer my phone call and all I got was a text saying "I forgot to tell you". The worst moving experience I've ever had.

Rating:

1.0

My u-haul boxes were delivered to the wrong address; Keene instead of Lebanon, and the dispatcher was very unhelpful. I ended up contact the corporate office to resolve this issue. As of today7/28 the 2 boxes are still sitting in my apartment complex parking lot even though they were contractually scheduled to be picked up on 7/26. We have again tried to resolve this with the dispatcher who kept insisting the boxes would be picked up on 7/26, but she could not narrow the time other than some time between 9 am and 10 pm. That alone had me doubting they even had us on the schedule. Terrible service!

Rating:

2.0

I requested and confirmed a delivery for a Thursday. One day before, I called to confirm again and they said they would deliver it on Friday. On Friday morning, I was told that they didn't have my shipping container on the truck. 20 minutes later, it was in my driveway. It seemed as if nobody truly knew what was going on with my pod most of the time.