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.Charia S. | Overall Experience
Customer Reviews for U-Haul Moving & Storage of New Britain
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.
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..monserrate c. | First Impressions
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.Iain B. | Overall Experience
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 youbrynn b. | Overall Experience
Customer did not leave a comment.Chris G. | First Impressions
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.Karyl S. | Online Move In
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!Serina D. | Online Move In
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.Ralph N. | Overall Experience
Customer did not leave a comment.LUIS C. | Overall Experience
It smells so bad inside and there isno help available if you run in to any isdues...Sharada T. | Overall Experience
Customer did not leave a comment.ALFRED M. | Overall Experience
Customer did not leave a comment.Wendy S. | First Impressions
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.Matthew T. | Overall Experience
Customer did not leave a comment.evelyn c. | Overall Experience
Customer did not leave a comment.John G. | Online Move In
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 horribleJose A. | First Impressions
Customer did not leave a comment.Ralph N. | First Impressions
Customer did not leave a comment.Margie S. | Overall Experience
Customer did not leave a comment.Joselito M.
Customer did not leave a comment.Meraris B.
Customer did not leave a comment.Terry H.
Customer did not leave a comment.Eric S.
Customer did not leave a comment.Latasha D.
Customer did not leave a comment.Paul R.
Customer did not leave a comment.Marcella J.
Customer did not leave a comment.Kiara N.
Charged me over 200.00 for a 29.99 rental with 16 miles made sure there was more gas in the truck then started with. No communication about any deposits or additional fees know I have to wait 72 hours for a general manager to contact me. I will never rent from this place again.Danielle M.
Customer did not leave a comment.Andre Z.
Customer did not leave a comment.ARKADIUSZ O.
Customer did not leave a comment.Robert W.
Better Customer service, the guy that attended to me was rather unprofessional and lack basic customer relationship. A little twist to the policy of refueling after paying for mileage should be reconsidered that i see as double charges.Vincent U.
It would be nice if mileage less than 50 miles was free. I did 19 miles and payed 11dollars wow.Jose N.
Customer did not leave a comment.Bianca C.
Truck was very old and out of alignment.Abdelhadi J.
Customer did not leave a comment.Jennifer S.
Customer did not leave a comment.Fausto R.
I needed to pick up the van after store hours. Despite downloading the phone app and discussing the procedure with phone help before going to the pickup site, I was unable to complete the rental paperwork and approval. This was despite an over one hour of wait time for and with phone help by a well informed and persistent customer service agent. I returned the following morning and quickly did the paper work and left with the van. The first problem was a typo misspelling of my last name by the in store agent. The second problem was the use of my home number instead of the cell number on the reservation by the individual who made the reservation at the store. He used the information in the computer and never asked for confirmation. No print out leaves one with no confirmation of the information. The phone app recycled repeatedly to a screen declaring I had no reservation and phone support was unable to complete the check in and we agreed to quit after trying multiple times for 30-40 minutes. I suggest that to help avoid this scenario in the future all reservations require a paper or email confirmation process.Todd G.
They charge me $25 cleaning for no reason because I did clean the truckAbderrahim L.
More parking spacesAnna M.
The Wiper did not work properly. It was scary and unsafe to drive in highway whilst it was raining.Vikram S.
Great customer service! Oneal was excellent!Mark K.
Great jobMichael H.
Customer did not leave a comment.Kevin N.
Check engine light was on. And miles on paper were not accurate to what truck said. It was more milesDanielle M.
Customer did not leave a comment.Russell B.
Customer did not leave a comment.Kwame D.
communication between employeesAlexandra B.
check engine light was on, fuel return policy was hard to match gallons out vs in after I partially filled up the tank before return; overall great truck for local movingTodd K.
employees that served me were very polite, knowledgeable and attentive.Daniel O.
Youre too expensive.Leah M.
Customer did not leave a comment.Craig D.
Customer did not leave a comment.Gabriela C.
Where are the hazard lights on the uhaul?? Had to park in the street due to Sunday church services blocking all parking, but had no hazard lights.Kayla G.
The gas tank was full which the paper was wrong whent i return the van i.ask is everything okey the guy said yes then he charge 25.00/ for cleaning which its was wrong i claim my 25.00and they said sorry but we have to remove and send the van for cleaning and then they were laughing this was wrong from 46.00/ i end paying almost 77.00./can some one returnd my 25.00 thanksEvelyn D.
Customer did not leave a comment.Fred L.
Customer did not leave a comment.Wilfred C.
Oneal was very professional and a pleasure to work with. The staff was quick and responsive. Great job!Mark K.
Customer did not leave a comment.Ernest L.
Customer did not leave a comment.Joanne J.
Great customer service!ASIA S.
Customer did not leave a comment.Kathryn D.
The people who worked with me were friendly and polite. A no stress environment to be sure. Unfortunately, the trailer was dirty, with a greasy black substance on the door and in the corners. Fortunately, it did not affect my use, but it would have been a disaster if carrying furniture or household goods.Vicki M.
The drop off was also smooth a took only a matter of 10 minutesMike M.
Nothing. Your customer service rep was friendly, knowledgeable and accommodating, the truck was efficiently running and I encountered no issues. Thank you for your servicesJean K.
Customer did not leave a comment.Tru H.
Customer did not leave a comment.GABRIELA C.
Customer did not leave a comment.Bianca S.
I've rented from this location twice - both times there was a long wait to get to a customer service rep. The reps were great, and it may just be bad timing on our part - we have to wait while the person in front of us is taken care of, but both times the waits have been about 15-20 mins.Mary-Eleanor Q.
Everyone was very helpful n nicelydia M.
Customer did not leave a comment.Claudio B.
Nothing. Keep up the good work. ThanksPAUL B.
So bad that I had to wait 35 minutes in line. There was only one girl taking care of all the customers !. She was very polite and nice.julio P.
Very good serviceMiguel C.
Customer did not leave a comment.Bertrand B.
I honestly had no complaints at all. I believe it was Oneil was the name of the person who took care of me and he was amazing with his customer service, definitely satisfied with his great attitude.Denise G.
Customer did not leave a comment.BARRY H.
There was only one person working and I have to wait for long time. The location need a least one more person.Victor C.
Staff did not properly inform me about the rental rules for the weekend. I thought i was renting a truck for 24 hours and when returning in on time before the 24 hour period I was charged an extra day. I have been renting uhauls for years an this is the first i ever heard that a weekend rental is not for 24hrs. Will not be renting from this location again.Christina B.
The representative was awesome, she was very helpful. She treat us very well.Laykelin T.
Customer did not leave a comment.Joe G.
I dropped the truck off on the same day (Sunday) and was told by the representative who was working alone that since my card was on file I did not have to wait and I was all set. I received a call today (Wednesday) that started off kind of rude from a representative asking when will I be returning the truck. After I explained that it was already returned and when and who was there all of a sudden the tone of the call changed and he suddenly could see that it was indeed returned. Your associates need to do what they say they're doing Or maybe have more than one person workingMichelle H.
Customer did not leave a comment.Joan G.
Quick and easy!Karl S.
Manager seemed trained on procedures but inadequate to managing the trailer connection due to her light weight size and trailer weight. Her customer service skills need significant improvement.Frank F.
Customer did not leave a comment.Christopher C.
They had a great selection of candy ;)Justin J.
I think overall my experience was average no issuesLaurie S.
Customer did not leave a comment.David N.
Customer did not leave a comment.anthony P.
Customer did not leave a comment.Marilyn B.
Friendly staffNayda B.
Good serviceJennifer C.
It was so quick and easy to get the trailer. I had never used to u-haul location before but definitely will be using it again and recommending to friends.Adam L.
Customer did not leave a comment.Kristyn B.
Customer did not leave a comment.carlos A.
Bed customer service, i supposed to be picked up my uhaul track at 4: 30 pm i didnt gat it unril 5 : 45 pm Never againHicham E.
Customer did not leave a comment.Scott C.
Customer did not leave a comment.edna A.
It was honorable! wrong truck, wring time, the truck made strange noises. The wait time was long and I was unable to return my unope3ned items which I had a receipt for even though the day before i was told I could. I have used U-Haul for several other times. It hs never been this bad. Horrible experience with U-Haul. Great mover though.Larissa G.
Customer did not leave a comment.Jessenia R.
Went to the New Britain location for the first time to rent a 10' truck. When my boyfriend and I arrived at our reservation time, there were two young women working and trying to resolve a customer issue but were having trouble finding the customer's reservation. They were very disorganized and were taking a long time with no sense of urgency. When we were finally asked if we had a reservation in which we said yes, we were told that their computer system is having problems so they can't look up the reservation. They recommend we go on their website and self check in. We had no trouble trying to do so, but couldn't find on the site where to self check in. When we asked the front desk staff how do it, the first time we asked we were completely ignored because the girls working were too busy talking to each other. Then when we asked a second time , they stated that they don't know and said I should ask a random customer in the store because he just did it. At that point, my boyfriend had to change his tone and asked them to just look it up in the system, which supposedly they weren't able to do before but now figured out a way to do it. Horrible customer service. The only plus was that the U-Haul we got was clean. We decided to return the vehicle using their self service so we wouldn't have to deal with them again.Joshua R.
Todavia estoy esperando que me devuelvan mi dinero, no vale la prna entregar a tiempo y aun hechando de mas gasolina que la que tenia el truck cuando lo alquile aun asi me cobraron y no me devolvieron.Magdalena R.
I was greeted by the general manager Evan who was super helpful and attentive! I ended up having some difficulties later in my rental process and he handled everything with care and professionalism! Without his help I would've had a very bad review/ overall experience with this company and the rest of its customer service.Cassandra W.
Customer did not leave a comment.Donald B.
Quick and easySarah B.
Customer did not leave a comment.Robert D.
The person that was working on sept 20 at 6 pm , his other co worker female very unprofessionalEmilia C.
Customer did not leave a comment.david B.
Customer did not leave a comment.Angel R.
What a SCAM !!!!! I got charged $1.00 environmental fee (whatever the hell that's for) Next - Vehicle recovery cost fee - $2.00. I picked up the truck at this location and returned it to the same location. Where did you have to recover the truck from ???? I only moved a few large appliances and wood furniture. I left NO DEBRiS OR TRASH within the truck because there was NONE but yet I was charged $25.00 for a cleaning charge. This was my first time dealing with U-Haul and I guarantee this will be my LAST TIME. Thanks for the rip-off.Robert Z.
Staff took forever to get me checked in. I could care less about the employees date the night before and how her stomach is killing her from being hungover. Appliance dolly was so filthy I couldn't even use it to move the furniture I needed to. You should offer pre paid fuel as well. Truck worked out for what I needed it for, only reason why I would recommend is for the reasonable price.Teresa L.
Professional friendly efficient I will recommend friends and family to use the New Britain Connecticut Uhaul anytimeWilson T.
Angel and Yari wher excellent customer service reps. They made me feel comfortable. Both are warm and welcoming. Give these two a raise. You need more employees like them.Angel R.
Representatives should not be at work gossiping and taking up real customers time. Very unprofessionalBrigid G.
Really a crappy dealing.John R.
Customer did not leave a comment.Samuel S.
Customer did not leave a comment.Marcin K.
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