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Wendy CCustomer Reviews for U-Haul Moving & Storage at Plainfield Ave
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.
There was a sticky substance all over the inside, a womans fake eyelash stuck to the dashboard & you could hardly see out the driver window because it was so caked in some gross substance. We were given the vehicle with a below empty tank of gas & had to go to a gas station immediately to even get started, slight inconvenience, but not a big deal. We were told we'd receive a $30 credit for the inconvenience (I spent $50 on gas just to give me 1/4 tank), upon returning they originally did not want to give the credit, but a gentleman working nearby said to go ahead & do it. Wasn't a horrible experience, but also wasn't the best. We'll be back.
ELIZABETH ARepeat of the above: I usually have nothing but great things to say about U-Haul and have used U-Haul many times for moving, daily tasks, and for years of storage. In fact, I've even thought about trying to open or buy a U-Haul franchise before. I think it is a great brand and service, so I was especially disappointed in my experience and the fact that no one offered as much as an apology let alone any compensation for my experience. I should say, this is really NOT about the Grand Rapids facility. My concerns this time are about the whole U-Haul system. I just can't figure out where to give that feedback, so here it is... This time was not really as good. The person checking us in at the Augusta location was great. The person checking us out in Grand Rapids, was good and empathetic, but didn't/couldn't resolve my concerns. What is a customer left to do? It feels like U-Haul at a national level has some responsibility, but I can't figure it out. The 26' truck came with cruise control installed at the steering wheel. This was important because I have a bad right knee and was going to need to drive two days from Maine to Michigan. I didn't ask about or use the cruise control until I was in Massachusetts because the nature of the roads in Maine and the size of the truck didn't make that necessary or appropriate. However, when I hit 495 around Boston, I tried to turn on the cruise control... It didn't work! I called the national U-Haul number roadside service. They transferred me to someone else and someone else and no one knew what to do or whether the vehicle even had cruise control... which was right there on the steering wheel in front of me. So, I called the Augusta U-Haul and was told by a young guy who answered that he didn't know anything about it and recommended I call the bigger U-Haul in Brunswick. I called them and they also couldn't help me. They transferred me to the Regional something or other who said she was basically an admin next door to the Brunswick shop, and couldn't tell me anything. She was very pleasant and put me on hold several times to try to find answers or someone else who could answer for me. Eventually she told me to divert to the Lowell, MA U-Haul, which is owned by U-Haul and could sort out the issue since they had mechanics. She would let the store know I was coming and what needed to be addressed. I went 20 mi RT out of my way through city streets to get there. They said they hadn't heard from anyone about anything and didn't have a mechanic. They also had no answers. They again were very pleasant and even tried to reach former mechanics to find out more about what to do. The question on everyone's mind was, does this truck have cruise control or not? Or does it have it and its not activated somehow? No one seemed to have any definitive answers or any path toward figuring it out. Hard to say what the answer to that question really is even now. As a customer it was an expectation set by the very presence of the system on the steering wheel. It was also quite befuddling that people at U-Haul weren't sure of whether it existed - while I pointed right at it and no one could say if it was an issue of activation or not. It was overall quite problematic and frustrating. I went on the road having spent a lot of time on the phone with several U-Haul staff and no resolution. The last half a day or so, I was driving with my left leg crossed over to the accelerator and brake because my right knee couldn't take it any longer. A couple days after arriving in Michigan, I had lunch with my brother who had just done a move and had two vehicles from U-Haul, both with cruise control installed and both worked. I really do think that U-Haul owes me some compensation and an explanation. If I may share a couple other things: I originally thought of using PODS because I needed to get things out of one house, but stay nearby to work on the house to get it on the market, and then move the items to Michigan and keep them aside while I made preparations of the house in Michigan. (I realize U-Haul offers a free month of storage, but no one wants to empty and reload a 26' truck!) In any case, I called the U-Haul facility in Brunswick and asked about keeping a truck beyond the normal 5 days allotted for my move from ME to MI. I asked about keeping the truck extra days and the associated costs. They said it would go to additional daily rates - 39.95, I believe was the rate. So I did the math and figured out that if I rented the U-Haul 26' truck, loaded it over a course of days, kept it in my driveway (under my homeowner's insurance and my vigilance) while I cleaned and did some chores on the house before putting it on the market, and then drove to Michigan, parked in my driveway (again under my homeowners insurance and my own vigilance) while I made room and prepared some areas of the house to move it, all over a period of 30 days (similar to the PODS allowable time), I would ultimately have double the cubic feet of capacity and the same timeline, for the same cost. Also, I was leery of putting my belongings in a PODS unit where they take it away and I can't see how things are treated, what the security situation is etc. And I prefer U-Haul, so this made the choice for me. Unfortunately, what was never said to me was that the insurances I paid for would be added to that daily rate - even though those insurances are largely roadway type insurances. So, I had a big financial surprise at the end of my rental. Disappointing. I guess I should have figured this out somehow, but it would have been nice to have this clarified as I tried to calculate my comparison pricing. Thank you for reading this long bit of feedback.
Todd GThe ladies (Stacy/?) that work here are amazing and probably kept me from having a nervous breakdown over my move. Impeccable customer service - 5 stars, will recommend to everyone I know.
Haley KBoth people I interacted with were outstanding!
Jeff MGreat check in experience. Front desk gal kept her cool with a long line of people. She was efficient and gave great customer service.
beth fCrystal was the worker who helped me and she was above and beyond AMAZING! She truly made my experience worth always come back to the Plainfield location! 2 years ago I was a customer here but did not have an amazing experience as I did today with Crystal! She deserves a raise for her spectacular customer service!!
Marylin BAlrwady have recommended you
Pam MThe customer service was excellent!! We were guided through the entire process by someone who demonstrated great knowledge and care.
Elizabeth GI did the off hours dropoff. Pretty easy process. Worked well for me. I wish there were larger signs for where to return the trucks as it was difficult to see coming down Plainfield.
Melissa ENo issues
Trey LFast service with a smile. Thank you
JUAN TI have considered buying a car trailer. For the cost of UHaul rental and my infrequent need, rental is the only way to go. Let UHaul worry about tires, wheel bearings, lighting, etc
mac mNice employees, simple in and out, thanks.
kevin wStaff was awesome! UNBELIEVABLE CUSTOMER SERVICE!!
EDDIE WDespite being very busy on a Saturday morning pick-up, staff was very friendly and helpful.
Michael eWas very easy to drop off.
Scott MAlways have a great experience there
JOSEPH BCustomer service was great and the employees were working were hard to keep up with the very heavy flow of customers.
Robert OThe movers were great!!
Naome IVery good service
Shlomo BMy favorite spot in town to rent Uhaul
RYAN GEasy-peasy.
Brenda R$80 for a pickup rental for 1/2 day with 50 miles seems excessive but the service from this location was very good.
Diane HGreat service, knowledge, and assistance with setting up the trailer for rental, given other options and roadside assistance were very valuable! THANKS
David Sno surprises. There is far less interface at the drop off vs. the pickup. But again, no issues
mac mService was great! Trailer was dirty.
Brent CThis location is very helpful and quick to take care of their customers.
Travis NMake sure the U-Haul trailers themselves are totally cleaned out. Mine had grass clippings in it. I swept it out prior to full use, but still. Not quite what I would’ve expected
John NCrystal made it more than just getting a rental. It was enjoyable and personable! Take care of her because she takes great care of her customers.
Tom B100 percent excellent customer service!!
Cindy DFriendly staff. Well-stocked inventory. Have never had an issue when making a reservation.
Michael ePeople at this location were especially friendly and helpful. Thank you for a great experience!
Jeffrey WHelpful staff
Kim SWhen I saw the long line I wasn’t sure this would be a good experience. The staff however worked quickly, efficiently, and professionally even while dealing with a customer’s problem. Great service!
Kenneth KBoth administrators I dealt with were extremely professional, and competent.
RONALD PMark was a big help. Thanks Mark!!
John WExcellent Service & extremely competitive prices 👏
Gary BYour staff is friendly and helpful
JOHN CExcellent service at this location. The check out and check in process were fast and easy. Will definelty recommend this location to anyone who needs U-Haul services. Thanks again
Samuel SGood location and easy to pickup. However, the past 2 times that we have rented a vehicle from there, it has smelled like cigarettes inside the vehicle. We have to drive with the windows down because it's that bad.
Brooke TGood experience. Great staff. I was disappointed that I had to pay a mileage fee AND buy gas! Should be one or the other. Not both.
Mike MEfficient, professional pickup and drop off.
JOHN VGreat location , Great staff , helpful and friendly
MICHAEL A | Overall ExperienceMy apologies, but I dropped the keys in the box before completing the drop off for the trailer, so I did not see the prompt to disconnect the trailer.
Thomas SI love using this location for moving needs. They have always been great. They were again this time. Thanks
ALAN JWant to recognize Crystal , she provided excellent customer support. She was professional, knowledgable and could clearly communicate specifics regarding U-Haul product use. My overall experience was great!
Duane MStaff the location in a manner that better allows in-store and telephone customers to be served appropriately. While sheer volume will cause juggling of customers at times, having only one person solely responsible for dealing with customers is a tactic that will backfire in the long run.
BRIAN PFast and efficient. Best rental experience I have ever had.
thomas YI think you could use more help at this location. It seemed like there was only one person working to take care of all the customers.
Pamela LThe truck had food crumbs and dirt on the seat and sticky from spilled soda. Once I started driving I knew why so much. Spilled soda. The truck bounces violently for nearly the entire trip. Sometimes to a point it was physically painful
John KGreat and friendly service
david jTue only location I'll use!
BRAD PGood job. I like U-Haul on Plainfield, it always serves me well
John KNothing on the trailer, but check to make sure the phone charging outlet is working.
David RCargo area returned dirty. Mobile checkin failed. Well prepared staff
Timothy AThe guy in duty was very friendly. Explained everything well. Fast quick and easy. 5 stars.
QUENTEL Rhad a smokers smell, that was hard to travel with.
EDWARD SNothing
ROBERT LNothing. Brandon is awesome!
LARRY LVery helpful and nice people.
CHRISTOPHER PPlainfield staff always helpful and friendly
MICHAEL A | Overall ExperienceMonthly payments for storage are outrageous
Ezequiel T | First ImpressionsClean & easy to get to. Very helpful & kind employees!
Sara T | Overall ExperienceNice
David S | First ImpressionsPlainfield UHaul is the place to go for all your moving needs. The staff is helpful, accommodating and fun.
Angela A | First ImpressionsThe manager at the Plainfield location was very nice and helpful. I would do business with her anytime. A plus for customer service.
KIM D | Online Move InCrystal and Stacy were very knowledgeable and friendly. I felt valued as a customer. I will be back to this location and recommend this location to friends and family.
Rick S | First Impressions