Customer Reviews for U-Haul Moving & Storage of Downtown Waterbury

1,126 reviews

560 Bank St   Waterbury, CT 06708
(Across from the Waterbury Home Depot)

(203) 754-6100

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 11/25/2021: 7:00 am - 3:00 pm

Services at this Location:

Contact Us

(203) 754-6100

560 Bank St
Waterbury, CT 06708
(Across from the Waterbury Home Depot)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 11/25/2021: 7:00 am - 3:00 pm
  • 24 hour customer return

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.

Overall Rating:

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Rating:
3.0

I had storage for 2.5 years, almost the whole time I paid every month on time even the first year of the pandemic, the last couple of months I was late and harassed by email, text & call & by my secondary person on account, I also know other people whom had storage that had been late every month and there last payment wasn’t paid for 3 months and you gave her option to pick up her belongings without payment. I was a valued customer and I was decent to this company and feel I was definitely cheated and harassed. And on day of completed move out I asked for a detailed bill dummy of my whole account and was told I couldn’t get one and you don’t do that. Well I believe that’s a bad business and bad customer service. I pray for you all and this business for other valued customers. Unless I get a detailed bill of my account or some rebate of refund I wouldn’t recommend this business to anybody or anyone. I did contact someone that worked before I moved out and the day I moved out. No help or assistance

Nicole M.  |  Overall Experience 
Rating:
5.0

This location had 1 hand truck available which I desperately needed. Glad they had at least 1 to rent. They were very helpful.

SAUL R. 
Rating:
5.0

Customer did not leave a comment.

Tondrea W.  |  Overall Experience 
Rating:
4.0

Have more counter help.

JOSEPH G. 
Rating:
1.0

I have been waiting on a call from the GM I rebted 4 trucks in 1 week and had nothing but issues. The last truck I got was dirty when I picked it up. I laid out cardboard on the floor of the truck. After I sweeped it myself so my stuff wouldn't get damage or dirty and I was charge 60 bucks for cleaning???? . This is ridiculous and I need the GM to call me 203 871 9177 AS I HAVE BEEN WAITING 1 WEEK FOR A CALL BACK !!!!

STAN G. 
Rating:
5.0

Very clean and accommodating

JOSEPH S. 
Rating:
5.0

No comments at this time

TERESA G. 
Rating:
5.0

Great customer service and very clean store and trucks

Joseph S. 
Rating:
3.0

I had to jump through hoops for my free months rent and was unable to access storage unit for almost 2 weeks then charged late fee and never refunded late fee then when I tried to get in it still had red lock on unit. Loading and unloading sucks when you have several trucks being retrurned parked in front so it makes it very hard to load and unload. Late fee the day after unit is due in think is ridiculous. I would not recommend this place to anyone and will never use this facility again. This was 3rd time using but never again.

Christina W.  |  Overall Experience 
Rating:
5.0

Nothing that I can point out Excellent staff and respectful

TOMAS M. 
Rating:
5.0

Customer did not leave a comment.

Gabriel T. 
Rating:
5.0

Customer did not leave a comment.

Carl M. 
Rating:
5.0

Customer did not leave a comment.

RAFAEL R. 
Rating:
5.0

No issues. We had a smooth pick up and drop off.

LEVITICUS G. 
Rating:
5.0

Customer did not leave a comment.

JEAN C. 
Rating:
5.0

Shay went above and beyond for me. Even though her day was crazy she made my move in easy .. You're blessed to have her

Karyl S.  |  First Impressions 
Rating:
1.0

Plans were changed the night before and I was told that the requested truck size wasn't available near me. Very disappointed with that.

DAVID SAMY B. 
Rating:
4.0

Your online process isn't that great meaning you make a reservation get a number but it doesn't say pay for it to guarantee. So a person who walks in takes it. I went through this twice, once with sister relocating they did have a unit for her but found one. It was explained to me after one I reserved for myself was gone. I paid for a 10x10 but what stinks is I lost a week, I wasn't moving until a week later but to not lose space I had to do the move in and pay and the date couldn't be change. Other than that the staff and customer service great.

RUTHIE B. 
Rating:
1.0

The uhaul app was problematic but, it at least, finally worked this time. The van keys were not left in the lockbox so the uhaul app working was pointless. We then had to wait 2 hours for the location to open to be able to rent the van. Plus then waiting in line for another 40 min. Our schedule was set back over 3 hours because uhaul failed to put the keys in the lockbox. Your customer service representative was very pleasant & helpful.

Stephen D. 
Rating:
4.0

The return process to connect to the "location' didn't work to our cell phone(s) and we weren't able to bypass this feature. Maybe have a button that I would have to check and confirm that I confirm that I am at the correct location. I knew I was at the correct location for an after hours drop off but didn't want to get charged $20 for an improper drop off fee.

MEGAN H. 
Rating:
5.0

Customer did not leave a comment.

Thereso S. 
Rating:
5.0

Customer did not leave a comment.

LAWRENCE T. 
Rating:
5.0

Customer did not leave a comment.

Dereck L. 
Rating:
1.0

I booked my 24 HR Uhaul rental on line for my local dealer. Rep called and insisted I go to Waterbury to pick up my truck and the 16 mile round trip would be credited to my account. OK...Without my knowledge Waterbury changed my rental to a 7 hour rental When I argued that it was a 24 hour rental they insisted that National rep was wrong and this is the way its done! Wait, local tells national what to do? We could not finish our move and now have to wait for my friends to be available again and rent another truck. IT WON'T BE A UHAUL

ROBERT N. 
Rating:
5.0

Nothing, needs more people early for counter. Not just 1. He did good but feel bad that there was only 1, taking care customers

WILFREDO V. 
Rating:
5.0

Customer did not leave a comment.

Keith R. 
Rating:
5.0

Customer did not leave a comment.

David F. 
Rating:
5.0

Customer did not leave a comment.

Andrea G.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

MARY H. 
Rating:
5.0

Customer did not leave a comment.

SHARON D. 
Rating:
5.0

No comments.

NAOMI V. 
Rating:
5.0

I was satisfied with the treatment I received. For me that branch is perfect.

JOSE R. 
Rating:
5.0

Alexis , the manager was great. Always professional and helpful. She was truly customer friendly!

joseph M.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

ALEX RICARDO A. 
Rating:
3.0

Reservation was for 7am and employee did not arrive until 735am. I needed to be home by 8 to remove furniture due to an appt. Very unprofessional to arrive late when customers are on a time limit.

ISNERY T. 
Rating:
5.0

General manager Rob was extremely friendly and helpful.

MICHAEL N. 
Rating:
5.0

Customer did not leave a comment.

WILLIAMH JR C. 
Rating:
5.0

Customer did not leave a comment.

JONATHAN G. 
Rating:
4.0

Customer did not leave a comment.

CLIVEL C. 
Rating:
5.0

Customer did not leave a comment.

MIGUELELIAS G. 
Rating:
5.0

Customer did not leave a comment.

CRAIG J. 
Rating:
3.0

Customer did not leave a comment.

EDWIN S. 
Rating:
5.0

Customer did not leave a comment.

RICARDO D. 
Rating:
4.0

The customer service was excellent and helpful. I rented two 10 x 15 for a year. In the beginning the facility was clean. In the past 4 - 5 months, it has not been cleaned. Bathrooms have no paper towels and recently no hand soap. It is in a great location., so I would recommend the place if the two concerns are addressed.

Herminio G.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

NELSON F. 
Rating:
5.0

Customer did not leave a comment.

anthony T. 
Rating:
5.0

More transparency on actual costs would be helpful. The location is top notch with wonderful staff.

AMI S. 
Rating:
5.0

Rob even helped me load up 20 reusable moving boxes in my little car! Everyone in the store was super helpful and kind. I'd totally recommend this location!

Vungelia D. 
Rating:
5.0

Thank you 😊 all is well.

JEROMEALPHONSOE B. 
Rating:
4.0

Customer did not leave a comment.

Molly C.  |  Online Move In 
Rating:
5.0

Rob is a very nice guy extremely helpful !! all the staff at this location are great but i only know Robs name!! awesome people very clean place!! they go above and beyond!! to help ! thank you

OTIS D.  |  Overall Experience 
Rating:
5.0

Nothing Great Service and Friendly Staff!!!!

RICKY H. 
Rating:
1.0

My husband and brother moved everything out and upon waiting on a rental truck there was nothing available but a cargo van. When looking at the van the van had a very bad smell. I asked for Another van, when she replied there is nothing left. Also I had to go 1 way 30 minutes away and it was a big inconvenience having to go to another location to pick up another truck and return back there. When giving me the truck the truck barely had any gas. Took more time for me to leave the facility then actually going there getting my things out and going about my way. Horrible experience I wasn’t happy at all.

idania r.  |  Overall Experience 
Rating:
5.0

Shay and Rob are absolutely awesome!!!!

GIOVANNI D. 
Rating:
5.0

Easy, no surprises. Everything worked fine

CHRISTOPHER W. 
Rating:
5.0

Customer did not leave a comment.

MARIA P. 
Rating:
5.0

Manger and employees were very nice and courteous. Felt welcomed!

MILDRED M. 
Rating:
1.0

The customer service guy didn't explain anything the right way then it was a complete mess hopefully I didn't get over charged

SANDRA R. 
Rating:
5.0

Customer did not leave a comment.

JULIO H. 
Rating:
4.0

Customer did not leave a comment.

Tiasha R.  |  Overall Experience 
Rating:
5.0

Uhaul bank st is the best.

JOSEPH O. 
Rating:
5.0

Customer did not leave a comment.

KENNETH L. 
Rating:
4.0

Customer did not leave a comment.

TOM B.  |  Overall Experience 
Rating:
5.0

You’re so sweet to customers I like love your loving carring support to clients I wish you the best

Sylvia L.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

cruz o.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

GEORGE O. 
Rating:
4.0

Work on waiting times...perhaps hire a person to manage the lot on busier days so the person who checks in and out does not have to leave their post

angela H. 
Rating:
3.0

JUST NEED TO WORK ON COMMUNICATION WITH PAYMENT. ONLY CREDIT CARD , NO DEBIT OR CASH.

CHRISTOPHER W. 
Rating:
5.0

Customer did not leave a comment.

SHERRIE R. 
Rating:
5.0

Customer did not leave a comment.

KENNETH L. 
Rating:
5.0

Great experience

MICHELLE L. 
Rating:
5.0

Young Mature and Professional staff. I was well informed of their policies and felt they had my concerns met. Particularly a young man named Rob, made sure I was comfortable and not rushed.

MARIBEL G. 
Rating:
5.0

Customer did not leave a comment.

ANDREW D. 
Rating:
5.0

Everyone Was very courteous everything went smoothly. Thank you

THERESA M. 
Rating:
4.0

The return check in was slow. the customer service people were having trouble with the computer system. When it was finally my turn the rep started to process my return and then took a customer phone call. He was on the call for at least 5 minutes. To my way of thinking: the caller goes on hold and the customer in front of you takes priority.

MARK H. 
Rating:
5.0

Customer did not leave a comment.

NICOLE M. 
Rating:
5.0

Customer did not leave a comment.

JAMES B. 
Rating:
1.0

I was got by surprise with a lot of hidden fees very disappointed, should be previously informed about those fees.

Ahmad K. 
Rating:
5.0

Customer did not leave a comment.

David C. 
Rating:
2.0

Customer did not leave a comment.

JEANNIE C. 
Rating:
5.0

Customer did not leave a comment.

RUSSELL W. 
Rating:
5.0

Perfect!

MICHELLE L. 
Rating:
5.0

Air freshners in the vehicles.

SHERRIE R. 
Rating:
5.0

Customer did not leave a comment.

FRANCISCA U. 
Rating:
5.0

Customer did not leave a comment.

DALE W. 
Rating:
5.0

Wonderful and helpful staff! Chase is the best!!!!

KARA K. 
Rating:
5.0

We’re. Good

Bajram B.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

JOHN V. 
Rating:
5.0

Everything went great, the staff at this location is phenomenal and the location is super clean. The manager is awesome as well!!!

PEDRO V. 
Rating:
5.0

Customer did not leave a comment.

adrianna l.  |  Overall Experience 
Rating:
5.0

Knowledgeable, helpful and friendly staff and the manager is amazing!

Pedro V.  |  First Impressions 
Rating:
5.0

Staff Alexa and Shay are a pleasure to work with

GIUSEPPE D. 
Rating:
4.0

Customer did not leave a comment.

ROBERT N. 
Rating:
5.0

I do not like having the truck not fully loaded with full. When moving time is of the essence, and to have to fuel immediately is not good for me.

DAVID L. 
Rating:
5.0

Customer did not leave a comment.

cindy j.  |  First Impressions 
Rating:
5.0

The Waterbury uhaul facility is by far the best uhaul location we have used. We frequently rent trucks for our job and have used a few different locations (all of which have been good) but the Waterbury location has a great manager (I think her name is Alexis) as well as the best staff who always go above & beyond.

Nicole G.  |  Overall Experience 
Rating:
5.0

The staff and management at the Waterbury location are by far the best!! They always go above & beyond! We have used a few different locations for truck rentals for our work and all have been good but the Waterbury location on Bank Street always exceeds our expectations. Keep up the good work!!

Nicole G. 
Rating:
4.0

The mileage was off by 1 mile from what it said on our paperwork...Not a big deal but... The gas tank was not full when we picked it up. It was only at 3/4 of a tank. The tire pressure light was telling us the tire pressure was low they whole time we had the vehicle. The staff was very kind but the truck itself was in rough shape.

JEFFREY R. 
Rating:
5.0

Both employees behind the counter were very friendly,fast and helpful.

John A. 
Rating:
5.0

Customer service always on point well always use this location and recommend

GREGORIA C. 
Rating:
1.0

This is the third time coming to a location in Waterbury and this is the second time we were charged for gas fees when we filled up and the issue was never resolved. I will never use uhaul again!!!!

MARVIN R. 
Rating:
5.0

Customer service was great. They were friendly and ready and able to help. Didn't wait long at all. Walked in walked out with the truck. Same thing coming back. Will always come to this location for what I need.

GREGORIA C. 
Rating:
5.0

I signed up for remote check-in, but someone had to put key in lock box the night before. This was not done

ALLAN B. 
Rating:
5.0

Excelent costumer service.

EVELYN R. 
Rating:
5.0

Very good service

JAMES S. 
Rating:
5.0

Customer did not leave a comment.

Jodi A. 
Rating:
5.0

Customer did not leave a comment.

Margaret A. 
Rating:
5.0

The staff is amazing at this facility. I was very pleased. The only thing I would improve is the online check in experience.

JOSEPH P. 
Rating:
5.0

Counter reps were extremely helpfull

Davud L. 
Rating:
5.0

Customer did not leave a comment.

Joseph K. 
Rating:
4.0

Customer did not leave a comment.

MIGUELELIAS G. 
Rating:
2.0

When I checked out, the mileage was off by 30 miles. They fixed that. When I returned the truck they charged me for 10 gallons of gas for 27 miles. The gas gage was exactly where it was when I checked out. They would have charged me extra for mileage, if I hadn't caught it. They charged me extra for gas because I chose to trust them to be honest and get an e-receipt. My mistake. I will not go to this Waterbury location again.

MARK O. 
Rating:
5.0

Was originally supposed to drop off in New Milford. Rep inquired if the truck was needed for another renter to ensure no problems with my desire to drop off in Waterbury. Great service!

Aaron R. 
Rating:
5.0

Customer did not leave a comment.

Anthony L. 
Rating:
5.0

I cannot remember the name of the person who helped me at the bank street location 05/26 around 3pm but she was most helpful and really showed me how much Uhaul cares about customer service. Answered all my questions showed me everything and went above and beyond all my expectations.

Robert D.  |  First Impressions 
Rating:
5.0

Customer service was great speedy and very polite

BRUCE B. 
Rating:
5.0

Customer did not leave a comment.

Nikea D.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

ATTILIO D. 
Rating:
5.0

Customer did not leave a comment.

ORLANDO R. 
Rating:
2.0

When I picked up my truck at 1:08p, I estimated my return time to be noon the next day & asked if there would be a problems is I was late..." no issue for a few minutes'. I returned the truck clean and more gas than when I picked it up but it was 12:58 (clearly a 24 hr rental).so I was a few minutes late but the clerk wanted to charge me a late fee of $100 over a "supposed missed booking" saying is was "policy" but there were nothing in writing anywhere (I call BS) because there were other sizable tracks available further the attendant would not put the mgr on a conference call when she tried calling her mgr whom she was talking to for 10 minutes. I ws realistic on my time estimates and would have added a buffer if I felt there was an issue but I felt like this was a shake down for an extra $100 with no documentation of advertisement for being a few minutes late. Note my total rental with mileage was ($250+)

PAUL P. 
Rating:
5.0

The manager Alexis is amazing, friendly, professional, accommodating and extremely personable with everyone including her staff

MALISA B. 
Rating:
4.0

Customer did not leave a comment.

Jeanne D.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Mark P.  |  Overall Experience 
Rating:
5.0

Well,although my time at store was shore but the experience was excellent and I hope your guys will keep it up amid the tough time we are in

walvin g.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

daishaly g.  |  Overall Experience 
Rating:
5.0

Alexis and shay(I can't remember that's her name), they both are very respectful, helpful, explained everything very well, and every time I go to my storage unit both are working hard. Thank you to the both young lady for the wonderful experience. Keep up the good work! Please give them a raise; they deserve it. Th

Gloria G.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

REENA P.  |  First Impressions 
Rating:
5.0

Thank you it was a very great experience

Phoenix L.  |  Overall Experience 
Rating:
5.0

My only problem is you can’t reach anyone anymore I was able to just call that location before but now you can’t actually speak to anyone on the phone which really was frustrating because each time I called I had to wait 20 minutes or more to just get someone on the phone

Kathleen M.  |  Overall Experience 
Rating:
5.0

It was a great, efficient, professional experience. Intake representative made it so.

royal q.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

David T.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Faith C.  |  First Impressions 
Rating:
5.0

very well-run; efficient, courteous and helpful staff...

Harry G.  |  Overall Experience 
Rating:
5.0

Staff was knowledgeable, attentive and helpful.

donato g.  |  Overall Experience 
Rating:
4.0

Although I understand the card access for security it sometime was inconvenient as you went up and down the elevator.

Orlando O.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Ilana S.  |  Overall Experience 
Rating:
5.0

But they didnt returned my 12 days that the storage was not in use.

JACQUELINE T.  |  Overall Experience 
Rating:
4.0

Length of time to open unit took a long time. Also the original unit was already in use so had to spend more time to fix it. (computer glich)

cindy b.  |  First Impressions 
Rating:
3.0

There was a problem getting me access. The card keys didn't work. When I called the day of my move they said I didn't have a reservation when I had gone in person to make one. When I was given a storage unit and went to start unloading, the unit had a lock on it. I had to go back down to get another unit on a different floor. I ended up having to pay the movers an hour extra for all the delays.

Mae C.  |  First Impressions 
Rating:
5.0

The problem you’re expensive because manpower is not enough thats why they take many hours and the customer is the one going to spend a lot of money can’t you increase yr manpower please

Sylvia L.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

daniel v.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Anthony L.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

david j.  |  First Impressions 
Rating:
5.0

Clean building. Staff very friendly. Kudos to UHaul at Bank Street location.

Paul D.  |  First Impressions 
Rating:
3.0

You have to keep swiping to operate the elevator and there's only 2 elevators which alternate operation.you can't use one until the other one is not in use.

Yvonne G.  |  First Impressions 
Rating:
5.0

Check-in staff was efficient and friendly

ROBERT R.  |  First Impressions 
Rating:
5.0

The only negative issue was the time it took for your computer system to process our purchase of packing materials.

Cynthia S.  |  First Impressions 
Rating:
2.0

While the staff was very nice and apologetic, I had a few issues with the service. I want to start by saying the woman working with us was new, so this is not her problem, but it was managements. Primarily I want to start off by saying NO ONE was wearing masks which is not okay right now. That was my primary issue because that’s a safety/health issue and i am at risk. This move was not optional and i expected Ubaul to comply with health & safety directiom put forth by the CDC. In addition, the manager was walking around the store getting really close to me and walking around the store while the woman helping us (clearly new to Uhaul) was struggling. Our check in process took 55 minutes which was frustrating for many reasons. I missed my move out slot in NYC and because of that, I lost my reserved parking spot for my building. Everything we moved had to be carried around the block to where we were able to find a spot. I do however appreciate that they let us keep the van until the next morning. Everyone was nice and apologetic it is just frustrating that the process took so long and that the staff was not respectful enough to understand that everyone else coming in and out of the building was wearing a mask. There are glass shields at the register (which frankly is not enough) but I had plenty of interactions with employees away from that desk.

Debbie R.  |  First Impressions 
Rating:
5.0

The manager and staff off Uhaul site is amazing, and also the staff, they are very professional and respectful, they treat their customers like family, they are patients and

edak e.  |  First Impressions 
Rating:
5.0

The facility was clean and well-maintained. The staff was extremely helpful and mostly cheerful. All in all, it was a very easy move-in for a full three-bedroom house's worth of furniture and boxes.

deborah k.  |  First Impressions 
Rating:
5.0

Staff was friendly, courteous and helpful. The process was smooth and easy!!!

joseph M.  |  First Impressions 
Rating:
4.0

Excellent customer service

Selwyn S.  |  First Impressions 
Rating:
5.0

It’s excelente

alondra c.  |  First Impressions 
Rating:
5.0

I experienced excellent customer service with Alexis, who is the General Manager, as well as with other staff members.

Barbara K.  |  First Impressions 
Rating:
5.0

Very nice & helpful associates. Moving from the southern state of Georgia where you don’t meet a stranger Ms Rivera made me feel right at home. My belongings are safe.

Felicia R.  |  First Impressions 
Rating:
5.0

Very nice staff

johnathan m.  |  First Impressions 
No reviews have been submitted for this location.

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