Customer Reviews for U-Haul Moving & Storage of New Britain
24/7 Rentals  |  U-Haul Truck Share 24/7^© Location

Rating:

5.0

Management and the staff were extremely helpful with everything and worked well with us. We are extremely happy about their services. Thank you

Rating:

2.0

I had a customer service representative at your plainville location get very disrespectful ruined my experience and I had co start issues with getting access to my storage

Rating:

4.0

They should still have at least 1 staff member located at the New Britain facility...too many people have storage units at this location and yet there are no staff members available for this location..you have to go to Plainville..if something happens there is no staff to go to...

Rating:

5.0

Ms Pam was very helpful

Rating:

4.0

I must say I'm well pleased with the service the service was good everybody treats me with respect and the building is well maintained thank you for everything actually appreciate doing business with U-Haul storage

Rating:

1.0

Gave me a busted door where the lock doesn’t fit, then decided to lock it with TWO smaller locks and left no note or number since my unit wasn’t(COULDN’T BE) locked overnight and didn’t even leave a number to call someone to help me with it and no one’s working there because they don’t care. Now I’m getting the same treatment as someone that didn’t pay for something that’s literally U Haul’s fault. They’re punishing me for THEM being a bad company and not fixing their doors and now I can’t get into my stuff. First I was worried about my stuff being stolen and now I can’t even take it out. Horrible experience. Disgusting.

Rating:

5.0

Awesome customer service

Rating:

5.0

The U-Haul associates were very professional and I appreciated their time 100

Rating:

4.0

Inside storage unit dark,staff helpful seems understaff and if you call long wait before serving helping others first

Rating:

4.0

Had to go back because code didn’t work,used pin,didn’t work.still no solution.feel uncomfortable that my code won’t work

Rating:

1.0

We did not use the storage unit… took one look and left to rent one elsewhere..

Rating:

4.0

Ok. Haven’t used the service in over 24 years or more.

Rating:

4.0

Shontel and staff were extremely nice and helpful .They were wonderful .

Rating:

2.0

I just got out of the hospital again I was told to make a payment on my unit before 22 but I got a phone call that since I was sick they would work with me and give me til the 27th. I just got out of the hospital today and call they can’t find my name on a unit. The 27th is next week and I just now able to call since I’ve been out of the hospital. Please have someone contact me all my belongings are in this unit. Unbelievable

Rating:

5.0

I thank you for the storage and the help was great and I would definitely let people know how the storage was great

Rating:

3.0

I attempted to move in to the storage unit that I rented last night 8/18 around 830PM. However, the in-building customer service was only open until 7PM. On the door there was a key pad to allow access until 10PM, which was awesome. Yet, nowhere in my confirmation paperwork, nor in my account online, did it provide me with an access code. I had to turn around, and unfortunately I wasted the trip I made to the storage unit.

Rating:

5.0

The customer service rep that I spoke to on the phone was very nice and kind to me and I received great service with U-Haul and the storage and I will highly recommend it

Rating:

4.0

Customer service can be much better if there is someone able to answer telephone calls. The manager has no problem correcting mistakes which is a extra plus for me.

Rating:

2.0

I’d like to start by saying it is close to impossible to contact this facility. They do not answer their phone calls. 2 years ago I was told plastic wrapped couches weren’t safe to put in this storage but other valuables were. Mold, along with some other substance that grew mixed with dust, damaged more than most of my belongings. Nothing was salvageable. Important books & journals were destroyed. I constantly moved the storage’s mouse traps because they’re huge and covering the walkways. Access to the storage complex was also constantly an issue. They didn’t have access cards for over a year so I’d have to drive to a seperate location -granted it was down one road, but it was so FAR down the road that the other facility is located in another town- every single time I needed access. Sometimes I’d have to drive back twice whether it was cause the person they’d send to let me in wouldn’t show up, or the temporary card they gave me still wouldn’t let me in. Either way it was all just a pain & constant waste of time & gas. I also MUST add, Jess (front desk) & Dylan (storage) did try to help as much as possible during this experience. They are sweet people who maintain the property well.

Rating:

3.0

The unit they reserved for me, already had a lock on it, the top units you have to get to with a roll ladder, very unsafe to move into..

Rating:

1.0

First of all, we tried multiple times to do a self-move in online and couldn’t complete the reservation. No where online does it say that the office at this location is closed, and you have to go 3 miles down the road to another location to actually meet with staff members. We go, complete the reservation, and get the access card. Return to the facility, card doesn’t work. Called the office up the road and told we have to come back, nothing can be done over the phone or virtually (like set up an access code). Go back, our super nice staff member tries her best to assign new cards but some error on her end comes up that no one can figure out. Coworker says to assign two cards, which seems go through on her end, and she also gives us two access codes in addition to the two cards to try. Go back up the road to the facility, nothing works…again. Fed up, we returned everything to the office, canceled our reservation, and booked with Life Storage. Don’t even bother with the New Britain location.

Rating:

1.0

hi, picked up the key around 7 pm. the storage unit we were given was described as "down the road". it was 4 miles away. we were not told the storage unit would be on the 2nd floor in which you would need a ladder to get to it. this is completely unacceptable. we had large heavy furniture. we obviously did not want this - and we tried calling the office - in which we had picked up the keys from. office was still open and no one answered the phone to help us. we called multiple times. showed back up to return the key and cancel the unit and no one had a reason as to why they didn't answer the phone. no other solutions were presented. we were left with our uhaul truck still full, no storage unit and a lot of frustration. please fix your phone and uhaul staff (in office and on the hotline) should be more informative as to what you are getting for services. thank you

Rating:

1.0

I have had nothing but a nightmare. The hand truck was not in my truck. I had to borrow a car ..pay for gas and drive 25 to and from the facility to retrieve the hand truck. After loading my truck for hours. I drive to the unit to find that it was a stacked unit and i would have to use a rolling stairs to access my unit and try to load furniture up the stairs into the unit. It was impossible as it was just me and my daughter. So we could not use the unit. And were forced to drive back to my home (25more miles) I called the mgr and received a text msg after explain the situation ..not a phone call. He seemed confused because his response to me was totally not what i was telling him. Then i had drive 25 miles back to my apt in torrington . And contact customer service who found me a unit in Waterbury ..but i was unable to move due to that facility being close for the day. Drive with my daughter in her car. More gas..to retrieve my car that was sitting in plainville . because i was going to leave the truck there after unloading it in the unit in New Britain. Which i could not do. Now at 6 am today i have to drive to waterbury..unload my truck ..run to make my appointment to replace my tires on my car. Then drive the truck to plainville.then drive back to Torrington and drop of my daughter because i have to drive to NY for family matters. This situation has delayed me stressed me . At the very least i should be allowed to leave the truck in the waterbury facility and someone from the plainville facility can pick it up.and i should not be charge for addition time with the truck or miles.

Rating:

1.0

Who put floating units in a storage place then gets told if I want to put my tool box in I have to carry it up step or pay another 70$ extra for a different unit! Unbelievable love to see one of your workers lift a heavy tool box into a floating unit! Then if there’s a issue at this storage place you have to go to a different location to get help cause no one work there!

Rating:

4.0

Looked like someone tried to break into it once so I put a second lock on then I was locked out until the office opened up again. Tim was very helpful.

Rating:

1.0

It smells so bad inside and there isno help available if you run in to any isdues...

Rating:

2.0

I had difficulties getting into my storage unit with my card not working…one day I was denied access at around 1am even though it says I have 24/7 access in my contract…lastly, I had difficulties closing my storage unit even though I followed the closing process correctly I was still having late charges sent to me.

Rating:

1.0

Horrible service and was having problem with my personal truck they having me back and foward to others locations and they didn’t give me my free month… Never again…. They wasn’t helpful and the customer service horrible

Rating:

4.0

I have to say I REALLY appreciate this location working with me because my last move I decided to accept the month free offer simply because my move at the time was in chaos, but then a month stretched into 6 and as someone who lives under the popular statistics of unemployment (guess you’d call me “underemployed?) I can’t afford rent plus the cost of 3 storage units! So thank you so much for your flexibility. But, that said, the facility has exposed asbestos-lined pipes where the asbestos has peeled off partially being exposed and smelled like rat poison.

Rating:

5.0

U guys r the best thank u 4 everything

Rating:

5.0

Good

Rating:

1.0

Staff was rude and argumentative. Staff had extremely inappropriate conversations on front of customers. Staff was not helpful, made errors, and did not do things in a timely manner.

Rating:

5.0

Customer service was definitely outstanding and helpful.

Rating:

1.0

Charged two times for being late when they never had my info they say to let me know the bill was due.. I feel I was almost a victim so I moved my stuff.