Customer Reviews for U-Haul of Burlington

Rating:

4.0

Had to make several changes in pickup time, but each time on the phone, personnel were pleasant and helpful. Pick up and drop off were quick and easy. Personnel at the facility were knowledgeable, professional and helpful.

Rating:

5.0

Great experience. There were two super nice guys at customer service. Easy online check-in and instantaneous check out.

Rating:

5.0

I couldn’t have asked for a better experience with U-Haul. They accommodated my every need. The guys were amazing and went above and beyond thank you so much made my day just so much easier.

Rating:

1.0

My reservation was cancelled the day before becuase the trailer I reserved wasn’t available. I booked a different trailer and then that was cancelled becuase I showed up 2 hours after the pickup time I selected. I booked the trailer for the full day so I have no idea why my reservation would be cancelled and don’t see anywhere that says you have to pickup with Lin a certain window of the selected time. The employee continued to argue with me about this but luckily there were other trailers still available anyways so it worked out ok.

Rating:

3.0

Communication was poor and confusing. Did not feel like our question were being answered throughout the process. Were not able to even complete the verification process because of the wrong vehicle and staff were not helpful in ensuring everything was accurate.

Rating:

3.0

The person I rented from appeared to be annoyed and was dismissive and borderline rude to me throughout our interaction. I do not have a phone, and he initially said that without me uploading a photo of my license he couldn't rent to me; apparently the facility does not have a way to do that, which seems ridiculous if that's something they require. Eventually he said I could enter two contacts with phone numbers (which does what?). Then when we went to the truck it had a regular dolly, when I had reserved a furniture dolly. He said they had no furniture dollys to rent, even though I had reserved one. The same thing happened last time I rented a truck at this location. When I asked about that, he said they don't rent them because they get stolen or painted or damaged. When I asked why I was able to reserve one if they are never available, he said something like you can reserve one but you only get one if there's one with the truck. If they don't rent them they shouldn't allow reserving them. Then he switched trucks on me for some reason, which meant that the mileage and gas gauge were different than on the printout. Fortunately when I returned the truck the person who helped me was very helpful and confirmed my mileage, there would be no gas charge, and that the dolly had been removed from the charges, and told me what the final amount would be. Last time I did not have this conversation and was overcharged for gas (which the national office was able to remove).

Rating:

5.0

Plenty of trucks. Met my needs. Staff was efficient and helpful.

Rating:

5.0

This location is hands down best U-Haul store. Staff are friendly & take care of you like family. Williston location needs some serious help, it may be newer but it does NOT compare to other stores in the area.

Rating:

5.0

Your staff member Ivan Rodriguez was Excellent...a real pleasure to work with. He was knowledgeable courteous and willing to help. Thanks to *van

Rating:

5.0

The customer service agent was very rude at pick up. The truck was extremely old and the brakes did not work well. Heat was pumping out the truck even though the air was off. Would not recommend that truck for a long distance travel, thankfully we weren’t going that far. Smooth pickup and drop off of the truck though.

Rating:

3.0

The personnel were friendly and helpful and offered resolution when none of the equipment I ordered months ago was actually available.. U-Haul Corporate services on the other hand was terrible with ordered equipment not being available, complete lack of communication, terrible online services, and no avenues for resolution.

Rating:

3.0

Not happy with the how the mileage and quote took place. I would not have done this if I would have known about this upfront. Very disappointed and won't be back.

Rating:

5.0

Staff were very helpful getting my trailer set up.

Rating:

4.0

Except after I left the location, I noticed that the cup holders had not been cleaned, including what appeared to be clipped finger nails.

Rating:

4.0

The equipment we were picking up wasn’t ready to be used. (Blown out tail light)

Rating:

5.0

The staff were super helpful both at pick up and return.

Rating:

5.0

Great people! Very friendly and helpful. Will be using this location again…

Rating:

5.0

Trailer is not big enough for 06 dodge ram 1500 quad cab

Rating:

1.0

Driver's side door didn't open from inside. Had to roll down the window. Safety hazard. We were told it was fine, legal to rent it in that condition, and to deal with it. Extremely rude employee with anger issues. Inside the cab the wheel was sticky. Low on gas. We were told there wasn't time to clean it, and again to deal with it. Low air tire pressure sensor showed low air. Was told that was normal and it always showed that. I was charged twice. Still waiting for that to get cleared up. Never again. Terrible service. Terrible vehicle condition

Rating:

5.0

- The armrest between the two front seats seemed to be stuck in the "up" position. - I was not aware of the $75 cleaning fee. It would've been nice to know about that ahead of time.

Rating:

5.0

Thanks

Rating:

4.0

Staff is always friendly and helpful! The truck had an issue with the driver seat not adjusting properly and the rear view camera was missing.

Rating:

5.0

this location is has a very polite well trained staff and is much easier and faster to rent from compared to the Williston location

Rating:

5.0

Nothing at all. Staff was very helpful, pleasant and knowledgeable. The price for the rental was very reasonable. Will definitely use this location again! Thank you.

Rating:

5.0

Ivan was terrific-- personable, easy to work with. He stood out as really good at his job.

Rating:

1.0

The return process is overly cumbersome and onerous

Rating:

4.0

Ivan was super nice to us. Very understanding of our situation and treated us with respect. Very professional. Thank you for making the experience better.

Rating:

4.0

Very helpful and friendly employees

Rating:

5.0

More customer parking.

Rating:

5.0

Smooth! Everything was fast and punctual . I believe his name was Ivan, he was great and always very helpful 👍 Thank you guys

Rating:

1.0

Better customer survives. Make sure U-Haul is not damaged.

Rating:

5.0

Friendly staff. Easy pick up. Our movers were absolutely great. Highly recommend

Rating:

3.0

friendliness, kindness.

Rating:

5.0

The guys working there were very personable and professional and the transaction was efficient and easy. A positive experience and I will rent from them again.

Rating:

1.0

So first we got there for a 830 am pick up to be told they had no truck for us the best they could do is have one at 5pm, with that said we now wanted a deal which the manager granted us so we were to pay 50 for the rental and no mileage when they gave us the receipt it said $.35 per mile I brought it to their attention that we should not be being charged mileage and they said we weren’t. They had to put something down on the paper. It made no sense to me but he insisted that it was Correct. After returning the truck today we were charged a 100 so mileage Was charged

Rating:

4.0

Long wait times for someone to be free to assist. Very kind and friendly staff.

Rating:

5.0

Needed a dolly for a few days. These guys were great.

Rating:

5.0

Very helpful counter person

Rating:

5.0

The customer service was sincerely helpful and friendly. I decided to leave a review simply because I was impressed.

Rating:

5.0

Thanks for having actual people answer the phone.

Rating:

5.0

Chris did an outstanding job! I had a huge move, and a lot of work to do, so I really needed things to go smooth. Chris helped make the process fast and easy. He helped make sure I had everything I needed prior to leaving, and was clear on what to expect. I ended up needing to rent a second truck when all my stuff wouldn’t fit in the first. He took care of the whole process with the second truck. Even though I had confused some of the online booking stuff on my end, he fixed it quickly and patiently. This error I made could have been a nightmare issue on a already stressful day but Chris made it stress free. I greatly appreciate the help I received and will definitely recommend this U-haul location to anyone looking for a truck rental. Thank you so much!

Rating:

4.0

Quick and easy drop off

Rating:

2.0

It’s hard to say about a recommendation. Overall, the experience was pretty good. My biggest issue was that the fuel was inaccurately marked on my paperwork at the time of pick up so when I returned it (still with more that was in it when I received it) I was charged for fuel. I reached out to the email I was given to report any issues twice to discuss this and never heard back.

Rating:

5.0

Great service!

Rating:

1.0

How can it be a good business model to penalize customers for returning equipment early (after hours) with a $20 fee? I do not use the mobile app, I had tried in the past it it was horrible. I was told I could scan the QR code at the drop box. I dropped the keys into the drop box and scanned the QR code to go to the website. It took me a few minutes on the website, very bad design, to find the check-out. Once there it told me to take a live photo of the dash. I had already dropped the keys in the drop box and could not take a live photo. I had taken a photo of the dash before dropping the key but thew website would not let me upload that photo. The Burlington store would not give me a refund. Poor business policy, poor app, poor website and poor customer service. I will not return to this store.

Rating:

5.0

Chris at Burlington was incredibly easy to work with and very helpful. I changed my reservation over the phone and it took 2 seconds! I was so shocked when he said "ok, you're all set" because things are usually more complicated at other places. All people on the phone were super great as well. I believe we were charged for 2 dozen pads when we only had 6 (1/2 dozen). But no worries.

Rating:

5.0

Courteous and professional service. Burlington VT location, great help from Chris and Ryan. Equipment was in excellent shape, return was seamless. All in all a very good experience.

Rating:

5.0

Excellent and quick service. Helpful employees and great access. Convenient location with easy parking.

Rating:

5.0

The Riverside Ave crew are very friendly and courteous folks, unlike another nearby UHaul location.

Rating:

5.0

Everyone was quite helpful and speedy both picking up and dropping off.

Rating:

3.0

Inside of store is usually dirty. Parking lot could use a clean up. The gentleman on the phone to double check I was on my way, was very courteous and friendly. His phone service was perfect. The gentleman that hooked up the trailer for us was excellent with friendliness, courtesy and customer service.

Rating:

3.0

I would recommend, but with a recommendation....call the location the day before! I reserved in one location, and Uhaul changed it to a location 11-ish miles away, not too bad. This new location was a LARGE Uhaul center and storage units. All of the employees were excellent, the guy I dropped off to was the best and should get a raise for working a Sunday and in this heat. When I arrived to this large Uhaul, had a wait a while, and then found out the trailer was NOT there. The guy called the other location and they had one more of the larger trailer I needed. I rushed over there, the ORIGINAL location, and they got me all squared away. I then left in a hurry, and forgot my furniture pads. Those were refunded, but just sucked not having them and not being able to return to get them. Other than the nightmare logistics situation, the rental is fine I guess...

Rating:

5.0

Returning the truck after hours was confusing and we are worried we didn't do it right, but did our best with the instructions provided.

Rating:

5.0

Good crew of people, very helpful and organized.

Rating:

5.0

The Manager Chris was a great guy. Super empathetic and helpful. Thanks Chris! Id recommend him and will in the future to any and everyone!

Rating:

5.0

The young man that serviced me was excellent. He went out of his way to ensure I knew all of the safety concerns.

Rating:

3.0

Counter person seemed stressed/angry that he was the only one working until 9 and there was a lot to do. Totally understandable so not putting him in that situation may help with customer service that wasn't very friendly.

Rating:

5.0

The site itself is too crowded and no room to drive around

Rating:

1.0

I couldn’t make any call with them. Didn’t receive any call from them.

Rating:

5.0

Helped me out with a billing issue, made it easy

Rating:

5.0

All folks i encountered were very informative and helpful. They seem extremely organized and aware of what is going on in their store. Matt was a pleasure to work with.

Rating:

3.0

Matthew makes the store! He goes above and beyond - whatever shortcomings they suffer - he always resolved the issue with good communication and follow through! So in that way he pulls company up

Rating:

5.0

Everything went smoothly and everyone was very easy to work with and kind. Thank you!