Customer Reviews for U-Haul Moving & Storage of Hartford-Brainard

Rating:

5.0

staff was helpful and in positive spirits - take care of them, they are your lifeblood

Rating:

2.0

You only had 1 person manning the counter doing his best to wait on as many people as he could at one time. In my opinion that is employee abuse! If you can't support your staff you should not be running a business!

Rating:

5.0

Outstanding customer service from Jason and Maria! Went above and beyond to get my hitch installed, Thank you!

Rating:

1.0

nothing but trouble right from the beginning. It has been a nightmare. I picked up two ubox is the same day pack them and return them the same day. This was an August 15. One of my boxes just arrived two days ago. After multiple visits to the Brainerd Road location in Hartford and phone calls that no one answered my second ubox was not shipped with the first one. I have been informed that my second box will be delivered on September 24.

Rating:

5.0

Had a great experience. The lady that helped us reserve the truck was so nice, and friendly. And the guy that took the van when we dropped it off was very nice and quick. I was on my way in a less than a minute. Very fast service, thank you!! Will come back again

Rating:

5.0

The staff was very helpful and quick to set up my storage unit. I would recommend them.

Rating:

5.0

Great fast service

Rating:

5.0

staff were amazing and engaging. helped me in no time. clean store. the only issue is the uhaul app kept freezing and unresponsive when I was time to return truck

Rating:

5.0

The people at this location were very helpful and made things easier.

Rating:

1.0

Get a whole new staff and managers. Noone knows what the flip they are doing. Very poor maintenance of the truck and facility. Those people are LAZYYYYY!!!!!

Rating:

3.0

Some of the employees were super unprofessional when speaking to customers, often using slang to complete sentences.

Rating:

2.0

When we moved our stuff out of the unit after three months, there were German roaches in the unit and the surrounding area. No staff were aware of this. Poor management and pest company.

Rating:

5.0

No problems reserving, returning or anything. Thank you

Rating:

5.0

The first time I rented a truck I did not have the right equipment for it like the dollies in hand and that's with a reservation. This time I didn't make a reservation and I got everything I needed. I guess things work out in mysterious ways.

Rating:

3.0

Drop off location was changed from my original booking without my knowledge and without an update until I found out online myself.

Rating:

5.0

The rate advertised and prebooked must be the same!

Rating:

5.0

Thank you for your service

Rating:

5.0

The ubox made moving easy. Allowed me to move cross country easily.

Rating:

4.0

Not have an online check in if any kind work it was fucking stupid especially since it didn't want to submit. If you want to do something like that make an app and make sure it works

Rating:

1.0

Didn't have the truck that I had reserved over a month ago. Took almost 2 hours to try to fix the problem and ended up having to rent 2 small trucks instead of the one I reserved costing me more money. Staff didn't know how to handle the problem and made me wait around until they could call someone to tell them how to handle the mistake they made.

Rating:

4.0

I would recommend this location with some concerns. I was sent out for a five hour rental in a van that had almost no oil! A low oil message came on after only about 20 miles of driving. When I checked the oil, the dipstick was dry. I purchased a quart and put it in and have been told that I will be reimbursed. On a positive note, the staff was very friendly and helpful when I returned with the van even though they had just closed.

Rating:

4.0

It was impossible to get through to the location where I ordered the boxes. The night before we were supposed to pick up the boxes, the scheduler called to inform us that the Manchester location did not handle the shipping boxes. Experience poor.

Rating:

5.0

Excellent staff! Excellent service

Rating:

1.0

Have equipment in good working order

Rating:

5.0

Very helpful and efficient service

Rating:

5.0

Helpf

Rating:

4.0

I wasn't aware of the hidden fees that would be applied after I was told by management that I could drop the van off later.

Rating:

1.0

First of all, I did not see a single employee was wearing a mask at this location, which is not safe considering the raging delta variant of COVID-19. Then, the employee who helped us gave us the wrong truck. When we noticed that the odometer didn't match the self-reporting link, he just blamed it on the "idiots" who used it before us and said they had it on the wrong trip (i.e. trip A vs. trip B) and sent us on our way. We didn't realize it was the wrong truck till hours later. Because of that, we were unable to self-return the UHaul and had to run all around the Bronx trying to find a place that would take the truck. You can't change return locations without talking to a representative from UHaul on the phone about it first, but we couldn't get a hold of anyone and all our calls dropped because it was after 7pm. These business hours are unacceptable when a 24-hr self-return option is offered. There should be someone available to answer the national UHaul line 24 hours a day when there are people out there returning trucks after business hours! I then had to face the dilemma of parking my UHaul in New York City overnight, which was not easy. The next morning, I went to the return location and was unable to complete the return because I had the wrong truck, so I called this Hartford UHaul location to get it sorted out. Shout out to Maria (I think that was her name!) for fixing everything so quickly and sticking up for me! She even scolded her coworker who gave us the wrong truck and didn't back down. :) She was awesome, helped us out so much, and was so kind. Because of her help, I was able to return the truck. While Maria was amazing, I had a poor experience overall.

Rating:

5.0

Super cool and helpful staff

Rating:

5.0

Maria was excellent, always a pleasure to work with you. Thank you for always being kind.

Rating:

4.0

I had reserved a truck in Windsor Locks weeks before our move, but the day of the rental they told me that they did not have a truck, so I had to drive through rush hour traffic in Hartford to pick it up.

Rating:

4.0

Its was great, only concern is the location since it seems some weird characters like to hang around there.

Rating:

5.0

This people make us feel like a family. The all was amazing. The general manager Maria she was not only a managers she became part of our life. Work with people like this make us more comfortable and confident in everything we need from ur company. Thanks for hire people like this . Thanks Maria and staff U are all amazing.

Rating:

4.0

Forgot my dolly and charged me for pads. But manager took care of it.

Rating:

5.0

My move went very well and I was very impressed by the workers that were chosen.

Rating:

5.0

Excellent customer service.

Rating:

5.0

My only issue was the suspension was so bad... But like honestly everything worked great and I got what I needed so <(￣︶￣)> Also the person with black and purple hair at your Manchester location is the bomb for helping us out.

Rating:

2.0

When I Came In To Rent Another Uhaul There Was Only 1 Person At The Desk & 4 Other People In The Back Being Loud & Chatting It Up & There Were People Waiting. Also The Manager In Charge Had 4 People Hold On The Line ! Very Unprofessional !

Rating:

5.0

Very helpful staff in figuring out the mistake made at the Brighton pick-up location and ensuring I would not be charged extra for that mistake.

Rating:

5.0

Sometimes only the manager is on seat. Needs more hands on weekends.

Rating:

5.0

Staff at this branch was excellent as they were courteous, knowledgeable, and responsive. Spacious and clean facility. Truck was clean and no-smelly. Everything was great! The only comment on the system (not on this branch) was about the online check-in. I did online check-in providing pictures of my driver's license, but at the site, the system was asking me to upload it again. So, I had to go to the counter to check-in in-person.

Rating:

2.0

It took 4 hours to install a hitch and a wire harness

Rating:

5.0

Employees was very helpful and professional. The only issue is that the computer would freeze up sometimes, which is beyond the employees control.. so may upgrade computers an or internet service. Other than that I was pleased with my service an would definitely recommend this location.

Rating:

5.0

We are very happy with the current team members and collaborative efforts. I cannot think of any improvements at this time. Maria and her team are exceptional!

Rating:

5.0

we went to Hartford dropped the Manchester truck and rented an additional new truck . The Hartford service center personnel were all extremely helpful-- I went there my self later in the afternoon to thank both Stephany Melendez and Maria Melendez who arraigned a credit for the first truck - We will be using the Hartford Location from now on

Rating:

3.0

Not change the loading date on the scheduled day to load the Ubox

Rating:

3.0

I wasn't able to check in online. Going into the store became a 30 minute ordeal because of some error in the computer system. It cut into my rental time and made for a stressful day. A horrible experience overall, but not the fault of the location.

Rating:

3.0

Had reservations for a 17' truck then could not get it was given a 15. Mirrors were frozen in wrong position

Rating:

5.0

Thank you Maria and crew!

Rating:

5.0

Excellent service, I will recommend you guys to obtain a few more those Dolly flat cart for spare, incase there's more costumers on the place they can use them.

Rating:

5.0

My main concern is being overcharged there they did give me back $35 after I brought it to their attention

Rating:

5.0

Best UHAUL location. The team goes above and beyond for their customers and takes care of the equipment.

Rating:

5.0

Maria and her team provide excellent service, exceeding expectations. Continued blessings and thank you very much! :)

Rating:

1.0

I had to drive 45 miles from my home and where I needed to load the truck in order to get to this rental location. Obviously, I then needed to drive 45 miles back home for a total of 90 miles and used gas just to get to the starting point. U-Haul likes to point to their disclaimer that you are not guaranteed a truck at a particular location, but beware that a location may be as far as an hour away (or perhaps more), and they do not care about the inconvenience. Nobody could even muster a heartfelt apology. The supervisor wasn't even professional enough to return my call directly and passed it off to an employee. Just be forewarned about what you might face. If you have a tight schedule on moving day or do not have the means to travel that far to get a truck, you might want to consider other options.

Rating:

5.0

The customer service system that you have in place for voice mail, causes tremendous customer stress, and for your employees as well. I am talking about specifically your main customer telephone service that calls rollover too. The average wait time is about 15 minutes, but that is not the issue. The huge problem is that your customer service rep, and they are very nice and very helpful, they twice set up an appointment for me (Tuesday in West Hartford, and Thursday in Hartford at 7:00 a.m.) and those times were wrong. In West Hartford, they did not have the installer at the location, and they didn't have the electrical wiring for the hitch. In Hartford, your main customer service rep had me going to Hartford at 7:00, but they didn't take me in until 8:20. And this appt. was set up by one of your managers who said she had spoken with the location. You can see the records under 860.966.0162, Aldo Pantano. You need to take steps to eliminate giving out wrong appointment information, and need to know the location availability before you tell a customer to go there. I went through a lot of trouble, getting up at 5:30 to get to the location at 7:00, only to be told nothing could be done on Tuesday, and sit around and wait 90 minutes on Thursday. I wasted a lot of gas and time, not to mention the frustration working with an org. that seems incompetent. The manager and staff in Hartford on Brainard Road were excellent all around. Kudos to them! To make up for the trouble I went through, please refund me at least a $50 credit through my charge card. It's the least you can do. You have a lot of good people working for you, but the system you have set up is not reliable.

Rating:

2.0

As a former employee, my tenure started out amazing; my coworkers seemed friendly, and everything was going smoothly. As time progressed, I was gender profiled, and blamed for essentially everything. I started noticing that money was being taken from drawers, and the manager was not fulfilling her job duties correctly. Only when her boss was around, did she assume the role of a manager. Most of her duties she left to her employees. Upon departure, I went to clear out my storage unit a few weeks later, and noticed that my access key card was deactivated; the alarm sounded when I opened my unit. They [employees at brainard road uhaul location] are petty, and fake, so I’m ecstatic that I am longer at that location.

Rating:

5.0

No tengo nada que decir todo muy biem

Rating:

4.0

The online return didn't work

Rating:

3.0

They were self-involved and talking with a friend off the street, acknowledged I was there then continued to talk to the friend about cars for several minutes. I also returned my truck a day early and asked when I would get my credit and was told "Don't worry, you'll see it eventually" I have yet to see that credit.

Rating:

5.0

On a Monday, wait until after 10AM. they are checking in all of the returns from the weekend.

Rating:

5.0

Nothing it all very good costumer service A+

Rating:

5.0

Love the staff. The are crazy in a very good way. They really make my time there very pleasant. I totally will recommend this facility beach a 100%. Thanks guys. Jose and Francisco

Rating:

1.0

I have rented u-hauls before with good results but this time it was a bad one. Pick up area in Hartford was changed but ok. When I got to fl. It was totally disorganized , no drop area, no one wanted the trailer and no free 1 mo. Storage area. Waiting times were long and no one seem to care. This company can not operate like this and survive.

Rating:

5.0

Make someone available to answer your phones have the calls rerouted to a main location wish someone can answer the phone I was on hold 30 minutes and still no one answered the phone

Rating:

5.0

Both stores - Framingham and Hartford, were very well organized and run! In and out seamlessly. Coupled with my on-line experience and a solid truck, looks like U-Haul has upped its game! My go-to source for self-moving.

Rating:

4.0

I asked for a handtruck but it was not with the truck when I opened the back. I asked for a refund for the handtruck and was told it was refunded. Since I didn't have my reading glasses I couldn't see that the rental fee for the handtruck was not refunded. So now I have to make a special trip to get my refund. The staff needs to improve customer service.

Rating:

5.0

Better communication with the Moving Help service I ordered would have been helpful, as they were told a different date to deliver my U-Boxes upon arrival than was in the U-Haul system. Thank you!

Rating:

4.0

Interior windshield was dirty. Gas level was inaccurate and required correction on my check-in. Otherwise a good experience with staff, and a smooth ride in a new truck.

Rating:

5.0

We reserved a pickup truck and tow dolly by phone and raced to make it to the Brainard Rd. location within minutes from closing time. Maria quickly checked us in. Chris had the truck ready with the tow dolly safely attached and set us on our way with the friendliest, high-spirited customer service. Many thanks Maria and Chris, for taking extra time after closing to help us!

Rating:

5.0

Pleasant and helpful. Although the cab of the truck had an odd odor.

Rating:

1.0

The manager of this location should be fired. She is trying to scam me to make it look like she gets more business than she does. There also appears to be illegal activities happening at this location. Maria Melendez offered no help and she told me that I have to pay for her mistake which I will not. I had to cancel my credit card because I know you will try to charge me again. Also Susan, whoever I talked to on Monday is a disgraceful customer service representative. She constantly cut me off, she was completely rude, and yelled “we will not refund you ANYTHING” before she connected me to Maria ‘Stephanie' Melendez which Melendez then told me I am financially responsible for her mistake. I will be contacting law enforcement and a lawyer if this is not resolved in a timely manner.

Rating:

4.0

There was a delay due to a scheduling issue for another customer which resulted in a long line of people to be serviced I was at beginning of line and it still took me about 15/20 minutes to be serviced. Others would have been more impacted. The person that helped my was excellent and very personable and knowledgeable.

Rating:

5.0

The front tires on the truck I rented were bald on the inside edges and the truck did not track straight at all. It was difficult to keep in a straight line, requiring constant adjustments, not really a great experience. I understand these trucks are used hard every day, but this seemed excessive. As far as cleanliness, the truck was spotless, nothing amiss inside or out, so I can't fault the crew who does the checkin and checkout, but mechanically, needs some attention.

Rating:

2.0

Pulled up to the location where the signs said to wait in your vehicle for someone to help. No one was in the 'booth' to assist and no one came out in the 5 minutes I waited there. I went inside where I was largely ignored until finally someone seemed to realize I wasn't going to just leave and asked me what I needed. I told them I was doing an equipment return at which point i was told to wait outside. It was all eventually resolved but they were unable to print a receipt for me

Rating:

5.0

Thank you for your excellent customer service. Continue doing what you do with a smile and open to assisting customers!

Rating:

5.0

The staff was polite and friendly

Rating:

5.0

Pleasure to work with the UHaul Team

Rating:

5.0

Thank you Maria and team members!

Rating:

5.0

These people helped me a lot. They were all so nice and worked with my situation after a very negative Uhaul driving experience and incorrect storage size on the part of people answering the phones at customer service. I would definitely recommend this Brainard Rd location. High quality customer service.

Rating:

5.0

Maria muy amable y muy cooperadora en todo momento. Exelente empleada

Rating:

2.0

The service was terrible, they lied about the free month, I never got it even though I rented the truck. I would not recommend uhaul to anyone that I know.

Rating:

5.0

The staff was very friendly and helpful.They were very knowlegable of their job.

Rating:

5.0

Maria was very polite and helpful believe she is the manager

Rating:

5.0

Great location and prices are reasonable

Rating:

1.0

Incompetent is the best single word to describe this company. We made reservations a month in advance for a 20' truck, and a tow dolly. The day of the reservation comes up and our equipment is not in the correct location. It was changed without our notice or prior warning to a location over a half hour away. This majorly affected our move with no compensation, and it was too late to get another company. We also reserved a storage unit at the area where drop-off of equipment would occur, and they tried to change our drop off no less than three different times. Truck in one place. Dolly in another. Storage in a third. It took more than 5 calls before things were in order. When we arrived at the storage\drop off facility, I was told they "may have" a unit for me. I asked why they made reservations for units they didn't have, and was not given an answer. They ultimately had a unit for us, however we will not be using u-haul in the future because they are utterly inept from the top down, especially for their prices which are downright extortion for the nonsense they put you through for the privilege of using their equipment.

Rating:

1.0

I had a storage for 2 months and in those an associate “ accidentally “ put a lock noted with non payment so I was denied access to my storage when in fact I didn’t miss a payment . I had actually went to the storage 3 days after my payment and that’s when I notice the lock . I had to call to speak with the manager Maria . Maria informed me the lock would be removed and she would be able to help me with a discount including giving me 24 access and waive my insurance fee for the associates mistake . I was in a rush and had to go To work I could not wait for them to remove it . I left came back 3 days later and the lock and note was still there ! I then went to the office and spoke with Maria and again she informed me the lock would be removed it took them over a half an hour . The lock was removed and I was able to move out without a problem. Being that I had already paid for the storage 2 days prior to moving out , I left the lock on with nothing inside the storage . When I made my payment in store , I insisted on the discount promised to me which Maria forgot about . Now once again I was supposed to be granted the 24 hour access fee along with my insurance fee being waived . Now the days before my payment it due for the next month I went to removed my lock and when I get there after business hour I’m denied access . I called the managers number listed more than 3 times & no one even got back to me . I then received email stating I owed a payment . I called over 3 different days to have everything cleared up but once in contact with the manager everything was settled .

Rating:

5.0

Maria was excellent and helped me out thoroughly. Thank you!

Rating:

5.0

Maria was wonderful and very helpful when helping me try and get the right size unit.

Rating:

5.0

Maria exelente empleada

Rating:

4.0

Maria was very kind and she got me what I needed She is truly an asset to Uhaul!

Rating:

1.0

False information and false advertisement when I got there they didn't have what I needed I made my reservation in a month's advance and then within 2 weeks contacted the office even though had to wait more than 30 minutes before someone answered the phone to confirm that my reservation was secure. They said it was all set. When I got there the space was not available and it was a disaster.

Rating:

5.0

Maria went above all expectations, great service and help, Many Thanks!

Rating:

5.0

Maria is a very friendly person

Rating:

3.0

The service was ok just one of your moving guys were rude they called my neighbor a nasty b

Rating:

5.0

Maria Was sooo amazing. I am in between apartments and was very overwhelmed with how to make the next move literally. She made the whole process very easy. Maria listened to my concerns and help me to get a storage unit. She then helped me to schedule a moving truck for the end of the month. I am truly grateful I walked in when I did. Thanks Maria.

Rating:

1.0

Website says 15x10 units are available. They do not exist

Rating:

5.0

Very good work!

Rating:

5.0

Only comments I could say is just have the place open longer and more rentals. And maybe 24/7 indoor storage

Rating:

4.0

🤝

Rating:

5.0

The lady that attend me was really helpful and her service was excellent and I want to thank her for her great assistance and understanding my situation.

Rating:

5.0

Muy buem servicio gracias al personal.

Rating:

5.0

I had the assistance of a beautiful woman named Maria who was great in helping me get my storage unit.

Rating:

5.0

Looking forward to renting again thanks

Rating:

5.0

Friendly and great customer service while following the CDC guidelines.

Rating:

5.0

Gracias

Rating:

5.0

La senora Maria Melendez fue muy amable y me ayudo mucho con las preguntas que yo tenia acerca del almacen, mi esposo y yo salimis del lugar super satisfecho.

Rating:

5.0

Manuel was very quick and thorough and knowledgeable. No surprises. I was in and out much more quickly than I'd expected.

Rating:

5.0

Very friendly staff and fast service

Rating:

5.0

The girl who waited on me in the store was friendly and knowledgeable. She was able to answer any of the questions I had. There was a small problem with accessing the inside unit but she stayed very patient and resolved the issue with a smile

Rating:

5.0

Manny was terrific - very helpful, and provided great customer service.

Rating:

5.0

Manager María was very professional and friendly, great customer service. Thank you !

Rating:

4.0

The staff did not give me a map to facilty. My storage unit was difficult to find. Had to call for assistance. a staff member came to help, and he had difficulty finding it, but eventually we did. I would recomend that the map have the unit highlighted, with a highlighted route on the map to make the unit easy to find. thank you

Rating:

5.0

Thank u so much for your service, we need it the truck for the whole day instead for a few hours... We will bring the truck today because went last night and the storage was closed sorry for the inconveniences.. Luz and Antonio Flores..

Rating:

5.0

Maria the General Manager was great. Very helpful and very professional ❤️

Rating:

5.0

Maria is amazing and so sweet and helpful. Jose was clear on entry protocol and storage Use.

Rating:

5.0

I would recommend this U-Haul. I was very please with everything the stuff was very nice and welcoming.

Rating:

5.0

It was my fifth time going to the U-Haul please just because when I rented my storage my Jeske wouldn’t fit since The storage is so high from the ground! They need to really consider putting at least a ramp on all the storages outside I had to cancel more than four times

Rating:

5.0

Grate

Rating:

2.0

The truck and storage unit are great. You staff at the desk were so limited. Either the young man was brand new or had never had training. I was there for over an hour trying to rent my truck and unit