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.
The inside of the drivers cab was very dirty. It needed to be clean. We all need to do our part during the pandemic to break the curve. Please clean and disenfect or instruct the the renters to clean up after themselves post signs on the dashboard..do your part
This was effortless. Reserving on line, uploading my license info, Pick up and drop off. So quick and easy!
Windex the windshield better
The in person experience was smooth. But the website and app were useless. Twice it allowed me to reserve equipment at another location that didn't actually have the equipment. And then the Uhaul app did not allow me to check in online. Had to go inside facility to check-in in person.
When you have a first responder come in don't treat him or her as a second class citizen. Due to being late returning the rental product . With the reason if the lateness of being on a fire call. Then stating there will be a $50.00 extra charge and in fact the charge is $54.06. However there was 1 gentleman there that tried to make the experience better by being understanding and I would like thank him for his professionalism. That gentleman was the guy In the cowboy hat.
Did rental online was confusing I thought you did not have to go inside to pickup vehicle. Went to drop off vehicle no body was outside to check vehicle in I had to walk in again
I made a reservation that was transferred to 359 rte 211 but I never received a call. I had to go to the original location before I was told that it's been transferred to 211.
The employees & Boss are all amazing. My experience was great. No hassle, smooth...
The service was great. I was in and out and the men attached and detached the trailer for me. I needed a part for my truck, he had, charged my card in file and I was in my way. Thanks for such great service.
I picked up the rental in the morning on Sunday. An extra staff member in the early AM on weekends would be beneficial - the line was to the door and took over 30 minutes. Otherwise the staff I encountered on check in and end of day were excellent (very friendly and courteous)
Thas fast easy to getting return easy 24 hrs
Have more closer location.
Staff always friendly & helpful. Facility clean, well maintained & well lit. Highly recommend.
I must this has been by far the most friendliest, professional place to rent from. From the front desk staff all the way to management here. This store should be an example of how you treat your customers and what Great customer Service should be like. Thank you so much for all your help. Sincerely, Jessica Fuertes
The staff is super helpful. Amanda in particular was incredible to work with. Our stuff stayed in great condition in this facility.
Everything went well. Only problem was it was difficult to get ahold of anyone! You sit on hold for 10-15 minutes each time you call. Otherwise they were all very helpful.
Easy pick up, easy drop off. The truck has an error message that shows up: "Front right truck tire is low." We tried putting air in it but the alert kept showing up. No issue there though, we rode 180 miles with no issues.
The process of trying to rent a trailer one way from Middletown NY to Chicago was absolutely horrible. If U-Haul had a competitor we would have not rented from U-Haul. The day prior to picking up a trailer that had been reserved the week before, we were told to choose between driving to Connecticut, New Jersey, or Pennsylvania to obtain the trailer. This was not only unacceptable, it was impossible given our work schedules and the need to move a family member. We were then required to find storage for the trailer in Chicago, and then drag it empty back to New York. DRAGGING AN EMPTY, BUCKING, RATTLY TRAILER 770 MILES TO JUST RETURN IT TO NEW YORK WAS UNPLEASANT AND COSTLY.
Easy
Great service picking up and returning
Back of truck is fine but Cupholders have been very filthy.
Please note on the truck cab if it was cleaned for Coronavirus. There was no indication leading us to keep our masks on the entire time we were in the cab. Very inconvenient.
I have no recommendations as the staff at this location are efficient and friendly. I rent from this location regularly and I am always happy with the level of service that this staff provides. Keep up the excellent work!
What can you do to improve for the next customers! You don't have to do nothing, everything was just fine
The truck was not clean and the steering wheel was sticky Cleanliness is important during COVID-19 The outside was splattered w dead bugs and the bed had garbage in it
I rented a truck from the U-Haul location in Middletown NY 10940. I This had to have been the best customer service I have received in the past 15 years. Young respect tall gentlemen i think his name was “ JIMMY “is absolutely the best! If I had a company of any kind, I would definitely attempt to hire him away from U-Haul! He is professional, courteous and knowledgeable of the U-Haul products. I have rented U-Haul trucks several times throughout my adult life and this was definitely the best experience I have ever had with the company and entire U-Haul experience. I would highly recommend the Middletown NY location!!
The lady who helped me was not pleasant and was rude. Gave the wrong key to the van . I got a smaller van . Then no trucks available. Then the van we did get the gas gauge is broken because it didn't move I did not know how much gas I used. Then the “ must do a oil change “ light was on. I've been using you guys every time I have to move and never had a problem. The two best workers you do have is a tall guy, he is always pleasant and helpful. Your second is the woman with the short short hair. Sorry I don't know their names.
Decontamination with a certificate of decontamination thank you
The Middletown U-Haul is very nice with good people. We also rent a unit here, all top notch. CORPORATE / ONLINE U-Haul is not good. We moved our daughter 10-18-20 and our reservation (29516554) was canceled at 5pm on the NIGHT BEFORE. The reason was the place we reserved at was closed. How was this possible? It was lucky Middletown U-Haul (A GREAT PLACE) had a truck for us at all. You need to get the program correct ONLINE. You should NOT be able to rent on a day that a business is closed!!
The staff at the counter couldn't have been nicer .they were pleasant and it was 7:30 am .and my return was hassle free .I would recommend this u haul location to anyone .
Interior was dirty. Inside of windshield was filthy.
Everything went smooth. Onlly gave you 4 stars because the rep charged me the tow insurance even though I declined it. I didn't realize it until I was already driving away and it was only 8 bucks so I didn't bother. But it turned a 15 dollar trailer rental into 28!
They where mad good!
Rented here a few times over the past couple of months and never an issue. Friendly and helpful staff too.
Don't have any
For starters; 1. Teach your hook up technicians how to not break the rain cover off a customers hitch plug. 2. Teach your assistant managers to make contact with the customer before they go inbetween the trailer and the large SUV to look at the damage that the hook up technician did, especially when the engine is running and the customer is in the driver seat putting directions into a phone. 3. If your assistant manager is stupid enough to get in the blind spot of a vehicle and it starts to pull off, the correct thing to say is not "Yo Yo you stupid mother fucker". It is something like, "Sir, I am sorry that I did something stupid and could have caused you to kill me" 4. If all of that does not happen, maybe when the customer tells the assistant manager, "My name is not YO YO, and do not talk to me like that", the assistant manager should not continue to call the customer a "stupid mother fucker, a mother fucking piece of shit, and similar names". 5. That assistant manager should not then huff out his chest and clench fists while taking a step toward the vehicle. You never do know who has studied enough martial arts to make sure that the aggressive assistant manager who was lucky enough to survive the first stupid thing has his luck run out. Could it have played out that way if I had gotten out of the truck to see what he had done, by the way, he had unplugged my trailer lights, so I drove 100 miles with them unhooked, had I been in a wreck, you would have owned that. I never touched the plug until that point, your hook up girl did. 6. Maybe if the actual manager saw this, he should not write a report to Uhaul stating that "an altercation" took place. When a business insults its customers enough that they finally do call the foul mouth employee by the very same names that employee called the customer, it is not "an altercation". It is an unappreciative business that believes in assaulting its customers. Just a suggestion, while there are some Uhaul places that are decent, as a general rule, Uhaul is not known for good customer service from the company, so while that sort of behavior would be grounds for termination by most managers, given that it was just "an altercation", I fully expect this guy to make manager. Should he attack a customer in the future, and I hear about it, guess who will be a witness to the fact that Uhaul knew he is potentially violent? Should he get killed next time, and there is a lawsuit, you, his employer never gave him the training to know how to not go in places that will get him killed, this actually is sounding like a breakdown in training company wide. I do wonder if any employees of Uhaul have been similarly hurt, maybe there is negligence on the part of the employer? I expect that you will pay for the part that your girl broke.
Quick and easy pick up and drop off
My 26' truck was not available at the agreed upon time and was told to me 5 minutes AFTER my pick up time. The parking lot is a disaster and had trailer parts all over the place which was a hazard. The customer parking is limited and my car could barely get out of the lot after being blocked in by the row of U-Haul trucks that customers return in the entrance lane.
As a first time user of U-Haul, I was very impressed!!
We have rented a couple of u haul trailer recently because we are moving. Any location or person that I have spoken to over the phone has been very helpful and friendly. We will definitely use u haul again.
Internet reservations are great and saves you time
Great service. Nice & friendly people
You need to change the address for this location because the GPS took us a different way and to the wrong location when dropping the truck off causing us to use extra miles.
Staff should wear masks
Getting ahold on the location on the phone was difficult, but when I showed up in person the whole transaction was far easier than I had anticipated. Booking online, picking up, using, and returning was smooth. I'd certainly use this service again.
Got me in and out in a very timely manner, with my reservation, equipment worked perfectly.
The Middletown location was very good but the national chain itself was not satisfactory. We had a reservation about 3 weeks in advance for a close location and a one way truck and was told the day before they did not have that available. We were supposed to get a truck on Saturday and ended up getting a round trip one on Sunday because of a cancellation. Was not happy with the first person we dealt with at the main office. She was not too concerned about the fact that our move had been planned for that weekend for weeks in advance. Made it very stressful.
Besides the truck having over 100k miles there is no cruise control and no power windows. Also the AC only blows on the windshield so eventually the cab gets cool but by then the window is fogged up so you have to use the windshield wipers as if it were raining hard. The truck sounds not only sounds like it's going to explode bc it's soooo damn loud but it starts to shake when going 65. The only reason I took it bc I didn't notice not having cruise and I had already placed my belongings in the truck.
Fast friendly service. Excellent equipment and convenient hours.
The only thing I saw a problem with was that the area where you pick up and drop off rentals is behind the parking spaces for customers. I saw two people get blocked in by vehicles that were parked behind them while the customers went inside. It might be a good idea to put a sign or monitor it with a camera or something. I wasn't there very long and saw it happen twice.
They made it so convenient to rent, and the staff was so talkative and Helpful Thank You!
Everyone was great
The storage unit was clean, easy to access, safe and secure, the staff was very helpful and professional. The carts were always available for my use and the door and elevator are large enough to accommodate 4 carts at once! I recommend this facility to anyone looking for a good storage facility.
staff member who I worked with on 7/31 was not friendly or helpful and was pretty rude. staff member i spoke with on 8/1 was nice and helpful
Thanks for a great experience. The staff were really helpful and I am grateful. The guy who installs the trailer hitches is excellent. Its amazing how many cars they could put a hitch on. I have used this uhaul facility extensively overall I had a great experience.
Expensive as compared to others places, kept raising the price during our stay. NEVER answers their phone in the years we we’re there if we had a question . Bathroom there was hardly ever cleaned. Always had Accumulated Discarded Furniture or items at the Exit doorway or previous dumpster . Big Fire Hazard.
I just wish that the store clerk was wearing a mask as required by NYS Governor’s’ Executive Order.
Thank you a John and Jim he was the tall guy whom helped with trailer. Everyone was welcoming and friendly. John thank you for assisting me in a smooth transition. Thank you, Jessica Fuertes
I would have appreciated if I was told that access was until 10pm. I moved a lot of things to the truck and when I go to store them I was denied access. I was very disappointed.
Would use this location again if needed,
The call center needs training. They didn’t have the correct information and were pushy about making a reservation. She kept asking me for my credit card number and wouldn’t listen to my questions. The manager at the facility was great. He knew his business and was very accommodating.
The pricing is way too high. Most people utilize storage units do to housing and/or financial issues. These prices are hard to maintain
Thank you for everything .☺
My space was very useful and convenient
My time there was carefree of my property ever being in danger
Great staff and building
she was pleasant , nice and explain everything great. She made you feel welcome.
great
We were very satisfied with our unit. We had it for 9 months with no problems. Carol was the first person we dealt with. She was very polite and courteous and knowledgeable. We would highly recomm
Clean clean clean. Three years later when I opened my boxes I could have put everything in its place without cleaning. But of course I didn’t.
The staff at this Uhaul facility were excellent.
My highest accolades to your employee, Carol Clay, who works at the Rt 211E , Middletown, NY UHAUL center. She went above and beyond helping me get a unit quickly. She is a valuable employee!!
I had a storage unit here before. As last time, John, Jimmy, Carol & Bill all treated me professionally & exepiditiously - hope to be here for awhile.
Good storage nice kind people
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The staff was friendly and knowledgeable. They answered all my questions and allowed me to tour the facility.
Staff in the office were extremely helpful. The storage facility is very very clean and conveniently located.
your movers and services were great thanks
My experience with U-Haul was very good I will recommend this to anybody thank you for helping me taking care of my belongings
Great guys thanx
Everything worked out well
The staff was super helpful and nice, a real pleasure to deal with. The facility was spotless and easy to use. Even with winter and snow, access was never an issue. The parking lot was always clear.
It was a pleasure doing business with Uhaul . I would highly recommend it to my family and friends. Uhaul always delivers excellent service .
This was a smooth and easy transaction. Keep up the good work!😊
Impeccable service
Bit dusty in actual unit. Not too bad. Upon entering doors the stack of boxes prevent you from seeing counter. TX was the same. Is that a policy? Seems unwelcoming and is confusing.
great service
We were happy with the facility and the personnel. We used u-haul trailers making our move up from Ga. once in Oct. again at the beginning of Dec. and Dec. 12. Do we qualify for multiple discounts?
Very Helpful Employees And Very Accomodating Service When I Needed It... Thank You U-Haul!!!
It would have been more convenient to have a dumpster outside that didn’t require paying a fee to use. I was told that it was taken away because people were not paying to use it.
Couple issues- I had an employee tell me that the unit I needed cost less and I had 24 access (both false), there wasn't a garbage on my move out day, the alarm went off when opening after sign in.
The Uhaul team was very attentive to my needs and supplied all the information necessary for a smooth move.
Staff person Carol was especially helpful. Would like it if you had rentals for shorter periods if time -- only used 1/3 of monthly rental. Thank you!
The facility is very well lit, but the access is not as secure as it should be. Once someone opens the door, it opens and shuts too readily. Anyone who doesn't belong there could easily get in.
Very polite and helpful
the manager/ delivery person Melissa was very nice very professional and very helpful
Beautiful service the staff was friendly and loving very understanding I will recommend this service to anyone who's not ready to depart from their personal belongings , it feels like a home away from
on Wednesday 09/26/2018 I went into the office at 7am to close my storage unit since I no longer needed it, and return my lock. The woman in the office was extremely rude and nasty.
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Ok
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Very helpful customer service! My reservation was dealt with in a timely and easy manner. Thank you!
our experience with u-haul was wonderful, beginning with calling the 800# thru returning the truck, personable and helpful!!!!
Did not have the storage room I reserved but gave me two rooms for free so it made up for it I guess and the lady was real nice took the time to show us around
Excellent, clean, safe, convenient!!!
Staff was very helpful, kind, and professional.one girl there Amanda answered all my questions kindly and took time to help me at the end of the day.
Extremely clean, secure, accessible. Staff was always available and pleasant. We trusted this facility to store our late father's possessions for two years and it did not disappoint us. Thank you.
My family and i had a great experience with U-haul of Middletown everything was smooth from the truck rental to the Storage unit. I definitely would recommend them for all your moving needs.
We rented the storage unit for over 1yr and we were very impressed .
This was the worst experience I ever had with uhaul. Staff was rude and unaccomodating. At every turn, your staff, including Melissa and your flatbed operator tried to make your company’s issue mine.
I really enjoyed my storage unit. It was the additional fees added that drove me away for 5X5 unit. I was paying 75 & this month would be 85. It was the tipping point. Now I pay 60 in my new place
Good customer service
