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.
Staffing at this location is HORRIBLE ! ! ! With the exception of Tim and Mike, the rest are clueless. Also your web site sucks. I can hardly wait for the second half (delivery to final destination) of this experience. Thanks, John
Very professional. Explained everything much better than the Tolland location where I picked up the truck from.
I rented this uhaul service for the first time ever instead of a local place I normally use. I was given a price for the time frame I was going to be using the truck and I am not paying nearly double for the rental. I will NEVER use uhaul again after this. I thought it was going to be good choice and I then am charged more than if I just stayed with my local business from before. I move in March and this is not going to be a choice of mine and I promise I will make sure to pass this news of bullshit service to all my peers. The cashier tells a customer one thing and then I get something completely different from the company bill. Uhaul is a damn joke.
The truck was brought back early and the gas wasn't where initially said it was going to be And I was told that my charges would be adjusted to reflect that were there?
The trucked smelled like smoke to the point of having to have the windows down in the middle of winter. The return process took almost a half hour to complete. There was one worker in the store helping and he seemed overwhelmed.
Nothing everybody was courteous and professional.
Is fine
Drop off was pleasant and fast
unprofessional experience ,never credited my return for the appliance straps I asked for a handtruck was not in truck rusty door hard to open hurt my back
Get the reservation! The line of people awaiting a last minute rental was huge. I felt like royalty marching past them. The only issue I had was trying to do the mobile check-in which I could not do because my phone was not set up to share my location. I ended up leaving the key on the seat and hoping for the best.
I want to thank the lady that took care of me at the register. She was very helpful and friendly. She was amazing.
Rusty rear door was very hard to open and close requested a hand truck didn't get get one also kids in charge unprofessional demeanor not very helpful and to expensive
I just have A problem with your app to check the truck back in it doesn't seem to work on my phone I don't know if it's me or my phone or your app But I can never check in a truck after hours
Everything went very well for us from pick up to return. Very pleased with this particular experience.
Your doing a great job at this location. I'll be sure to user this location again. Your associate Rob is a great help. Thank you
Nothing everything was great
Nothing your service is great
Check the back of trucks to make sure thwy are clean
Not much. Even had someone come out and clear off the snow from the van.
Great customer service and easy really satisfy with service
Everybody I talk to and I mean everybody that I talk to the Plainville location was very friendly very courteous explained everything in detail and my bill came out to exactly right to the penny what they said it was gonna cost no hidden charges new overruns no late sleight-of-hand they did a great job great job
Wonderful to be inside! Drive in and out of weather. Well lit facility.
the worst experience ever my order was screwed up from start to finish and on top of that I was badly injured when the door of the Ubox slammed on my arm because it did not have the proper doors and was not on level ground,
Super personnel , willing to help
Exceptional service and professional staff.
Tim St. Pierre and his team were wonderful. Very helpful, professional, and friendly. The customer service area was clean and inviting. They did everything to make the U-Haul experience a success and hassle free. They deserve 6 stars. Wow they were good..
They were incredibly accommodating and understanding when my move got delayed and let me keep my boxes longer.
Good crew you have there
Give a detail explanation on how to return trucks on line.
Work around with people needs but over all is a great place
Not a thing. I would go out of my way to utilize that location because it is so good.
The 15 foot truck I rented had a lock on the back with no key. After loading the truck at night I realized this so I had to run out at night and buy a lock. The truck was also given to me with a 1/4 tank of gas. When I went back the next day to return I complained and your employee was giving me a hard time. The manager did give me a $10 discount.
I forget the gentleman that helped me but after the stress of moving and all the hard work that goes into it. He not only made it easy and pleasant, he made it affordable and and convenient. Ty you and your team for all you've done for my family and i.
Truck was dirty
The service was fantastic! I walked in 5 minutes before closing time and the gentleman named Robert had me out of there in the truck in no time. I especially appreciated the speed of getting the rental since I only had 15 minutes to make it to Costco before they closed. The truck was very clean and in great operating condition. The return process after hours was super easy and the price also was very reasonable! I rented from this location before when I moved my older daughter to college and I will again in August when I will be moving my younger daughter into college apartment. I am very satisfied with the service I received!
However, at this same location I rented a 26 foot truck and car trailer back in November. After filling the truck with our stuff, I went to get the trailer and found that the electrical on the truck was not working so couldn't pull a trailer. The manager offered another truck!!!!! When I refused, they didn't know what to do. I suggested that they give us a second truck for free. They said they couldn't do that, so I paid for a second truck and then, they said they would reimburse me $200 and that I could get that when I dropped off the truck in another location. When I dropped off the truck, the people there knew nothing of the promises of reimbursement, I had to spend another hour and a half on the phone to get the promise realized. I lost hours of my life on the mistakes of your systems. The workers in general were kind, but the manager at this place is horrible and doesn't care about his customers. Your systems need to be reviewed and changed. I think you are the best I the business but you lack good systems.
I love the 24 hr access to the unit.
Didn't have my DL in hand misplaced it while moving at home I only had a picture of it and the lady that took care of me accepted it.. Who ever you are I thank you tons got everything done fast and easy :)
Reservation and registration on line made pick up quick and painless. Return was equally as smooth. Staff was professionl.
Mike was awesome! Quickly took my info, cleaned the truck and had me on my way!
Fast service, and frendly
Process of renting anything is extremely extensive. every time i go in there, the lines and turnover is long. There always seems to be an issue "with the system". Employee training needs to be overhauled. When i need to go there i get the same feeling as going to the DMV. Kinda painful
Speedy helpful service, equipment safe and in good shape. No need to buy a trailer, location is convenient and staff is friendly. See you next time!
Even though I did not complete the self-return properly, the manager and his crew were exceptionally kind and helpful. I liked the convenience of registering online before picking up my rental truck. This was my first experience renting a vehicle from UHaul; I would absolutely recommend this location to everyone!
Mike was great with booking the truck. Seamless experience overall.
Nice price
The rental had the low air tire indicator on. I informed the personnel.
Keep up the good work.
It would be nice if someone can help you unload or load the items from the truck...
Service is great 👠I am very happy and will definitely do it again 👠Thank you
At Pickup and drop off staff were very attentive and friendly. Did what I had to do...a pleasant experience.
Continue the good service
My stuff in the storage was damaged by rats. I also had insurance and I emailed them with a photo of the damages. No action is taken. I'm very disappointed.
This is not towards the location but to UHaul policy overall. I think charges should be considered when customer has to get rental at a distant location do to availability. I did not have any locations in my town and had to travel to New Britain for a rental even though I was doing an in town move. Because of this I incurred a lot of mileage charges. Also wanted to return the truck at a different location that might have been closer but could not do this online.
I was surprised to find them open and staffed on a Sunday afternoon.
great customer service
Nothing. The entire process was easy. I love the cleanliness of the facility as well as the truck.
Was a great experience but i would repeat my review from last years rental. You guys ask our arrival time yet trucks are not warmed up,running,or even near pickup area. Should be like rental car comps and have trucks running and ready to jump in
Everyone was extremely friendly, helpful, and made everything a great experience. I would go out of my way to rent from this location again!
Amazing staff and facilities. Never had any issues whatsoever. Just don't need storage unit any longer. If I ever do need one again, I will surely come back! Keep up the great work.
Uncomfortable experience since representative did not wear a mask. Since the CDC recommendations were not followed this greatly affected this review. Otherwise would have been a much better experience.
Thank you for allowing us to rent at Pinnacle Rock! This past year I never experienced a problem except for the second month I signed up for auto pay and it wasn’t done properly causing my unit to be tagged and locked out. I had to call the main office and speak to someone more experienced who knew how to set it up. The facility was always clean and the indoor drive in ability was great especially in bad weather. People were always friendly and helpful! I’ll certainly recommend UHaul at PinnacleRock!
I WAS TO EMPTY MY STORAGE UNIT. I WAS THERE AND HAD HELP THAT I PAID TO ASSIST ME. THE STAFF DID NOT HAVE "KEY" TO UNLOCK THE UNIT. I WAITED OVER 1 HOUR. I PLANNED ON RETURNING THE FOLLOWING WEEKEND TO MOVE. THEY AGREED. I RETURNED THE FOLLOWING WEEKEND AND THEY HAD AUCTIONED ALL OF MY BELONGINGS!!! VERY UNPROFESSIONAL. NO COMMUNICATION AMONGST STAFF. TERRIBLE CUSTOMER SERVICE
The time I rented everything was fine until there was a rodent problem. Had mice feces in tool box drawers and every flat surface I had down to the floor. Spoke with site manager, took forever just to put bait stations outside. I'm still cleaning drops of feces in my tool boxes.
After calling for one week straight I wasn’t able to speak with someone so I drove there one day prior to my storage rental, they said they had no internet so couldn’t help me, went back the day of getting my storage that I had reserved only to find out they didn’t have the one I rented and need it. I cancelled my rental and left after the lady said there was nothing she can do. Very very poor costumer service and non helpful employees. It’s really a shame
Very easy process - love the free month with truck rental!
Charged for a full month when I cancelled on first day of my new contract month. Staff indicated no prorated refunds
They need maintenance clean area even on bathrooms never found a product hand clean and the storage never clean the floor and the rear door need fixed and maintenance at all make noise after that need light the place even that room too
NOT ONE EMPLOYEE AWORE A MASK! THEY WORKED CLOSELY SIDE BY SIDE AND WERE OSE TO CUSTOMERS
only issue was internet went down in the middle of my storage rental transaction so delayed me by about 15 minutes but that was ok
Great people - they new i was stuck in Europe with the Covid Virus and said not to worry about the late charges for paying and said I could pay when I got back. Finally had my dad take my things. Just a great and friendly team at UHAUL - highly recomended!
Pinnacle Rock is an excellent full service uhaul center. I found the storage access very convenient, clean, and well maintained. I would highly recommend Pinnacle Rock to anyone looking for storage or to move.
Stephanie was very helpful knowledgeable and kind. She was able to answer all the questions I had and got me what I needed. I feel like she went above and beyond. Thank you Stephanie
Refund my unused rental days service is poor
Nicest storage facility I have used.
Helpful customer service. Tim, Cassandra and Dillon are so awesome.
The people in Plainville were great. No complaints. But my experience with UHaul the company was abhorrent. Twice I was charged a late fee because my credit card was declined - 3 days after the automatic charge date. Was I contacted to resolve the problem? No, I was just slapped with a late charge. My credit card, btw, was lost the first time and hacked the second. And I also reserved a truck about 6 months ago to help my son move his apartment. When I showed up at 8am Sat to pick it up, I was told the computers have been down for a day and he couldn't rent me a truck until they came back up. I had a 6 hour window to use the freight elevators to move my son, and now, no truck. They also told me they would call me the minute the computers came back up - they never called me. Uhaul's customer service just plain sucks.
Very nice modern set up, liked the location and the easy access. Everyone is very professional and made accommodations easy and simple. Excellent usage of the Old General Electric Facility. Scot
The reason that I answered "No" to number 5 is because the facility had a fairly substantial roof leak that affected our unit and contents. While the staff did get a new unit for us nearby, we had to move all the contents ourselves, which kind of rubbed me the wrong way. Overall, the facility was generally clean, and the staff was normally helpful.
Mike was very efficient and helpful. Keep him.
6/5/20 Need a hitch install on a Subarue? Not yet installed no call back no e-mail no text I had an appointment set up for 6/9/20 no on call me to tell me the hitch was not received. I wasted time a trip there and a ride to work not happy with that. I rented a storage but I can’t take anything there because of no hitch please help!!!!!!!!
Tim was great in handling our storage needs.
Thank you for the help!
Problem i had with uhaul in plainville ct was when you call they dont answer the phone, and the calls get forward to corporate and it gets annoying trying to reach the store to settle a issue corporate cant handle and when you leave a message eith corporate you never i mean never get a call back
always pleasant and friendly...
The staff had always been helpful. I never had any problems with pinnacle rock uhaul storage or its staff. I paid in a timely fashion but am certain they would work with anyone who might have to be late with a payment.
Love that its indoor drive in!
Everyone was always helpful
The young lady at the desk was very professional, well informed, polite, and friendly. An excellent representative for your company !
Great experience. Would highly recommend this facility.
Great facility, leadership and staff
Friendly and helpful staff
Very friendly service, only downfall is that I had to remind them to send me a list of what you can and cannot store. Other than that oversight, my experience was great.
Wonderful experience!
The location is great, right by the highway, secure, & well lit but our first unit had a water leak happen above it, I never received first month promo for booking a truck, & no one answers the phone.
I have never been at a UHaul facility with such amazing staff. They were all so helpful, kind, welcoming and friendly it was an excellent experience and would highly recommend them!
Excellent service
The staff could not have been more courteous and friendly while using this storage unit. We greatly appreciate the services of U-Haul Pinnacle Rock.
Great facility and awesome staff
Absolute best facility I’ve ever rented this is my third place they repurposed the original G.E. Building I think it’s a fantastic idea....
We were assigned a Electric Motorhome home space that the electricity never worked several attempts to fix did not work we asked for a different space it was not granted the space next to us was empty
Very satisfied!
A special thanks to Will Cintas great customer service and he is truly a professional the Uhaul can be proud of..
Went to move into the spot I reserved 3 weeks ago, a plow that the facility uses was in my spot, was told to move into another spot and now I have to pay $10 extra a month
Uhh the girl who helped me is nice.......
your staff is excellent
None
Excellent customer service
Very nice people and very clean safe place to use for temporary space.
I meet with two different associates during my two visits and found both very knowledgeable and helpful. The only suggestion I would make is that I feel your organization should provide a veteran dis.
This UHAUL facility is top notch. Very clean, spotless, well maintained and safe. Staff is helpful and friendly. I had an indoor unit and it was easy drive in and load/unload and drive out.
Everyone made my move seem less, from getting boxes, renting truck and storage space!!! Very friendly , helpful and professional. Thank you, Mayra Garcia
The woman I dealt with made everything very easy.
Joseph Gregory went above and beyond with OUTSTANDING customer service !!!!! Thank you Joe !!!!
People was nice
Need more than just 2 carts to move items. Need more than just one open flat cart. If they are being used by another customer, you’re completely inconvenienced and unable to do anything.
Everyone was very nice. A lock was left on our storafge unit but they found us another one. :-)
Everyone was very helpful and the storage unit was perfect!
Excelletn customer service
Be back in a few months... Love everything about the facility
I got an email saying I was being charged a late fee even though I have autopay. I emailed, called twice, & eventually got an answering service who said they would ask the manager to call me. No resp
Jess was great to deal with. Very nice & professional.
Will and Rick were amazing! We had a stressful day and had to love our 5th wheel into storage unplanned. They went above and beyond to accommodate us. We always choose uhaul plainville for our moving.
Na
The staff was friendly and professional and took the time to answer any of our questions about our storage needs. The outside storage units were easily accessible and secure.Will Cintas was great!
The pod was delivered and picked up on time as promised. Delivery and pickup drivers were bot professional and pleasant. Must wrap and pack well. Nothing was damaged or marked (1,300 miles).
The inside RV storage was great.
Great facility and very big! Great place to store my camper under cover for the winter! Worked oput perfect!
The person who delivered my ubox was professional, flexible, timely, and great with communication. Would totally use the service again, just for her!
Thank you to the staff for everything they did for us
Good experience
Will was great. Clearly explained everything, and walked me through each step.
Great service given! Very friendly, efficient and professional.
Felt real comfortable leaving our RV for the winter, secure and dry. Guys are always helpful, easy access.
your location was great. the az location was very difficult I tried to obtain insurance for the move never did get it. the middletown location ???
My storage was closed without my knoledge and when I called no one seemed to have an answer why. I still 24 hours later have not recieved a call back.
everyone was so courteous and friendly and very helpful. it is a pleasure dealing with this facility.
Very good experience
Staff is very helpful and accommodating to your needs. Very clean and secure facility. Would highly recommend.
The staff was very accommodating. Great group of guys. The facility was very clean. I would definitely use them again.
I was happy with the facility and would use again if needed.
Helpful staff
Great, quick and easy service. Thank you!
Overall experience was excellent. There was a couple of times they appeared to be under staffed, especially at peak times. Paul the manager was great to deal with and always had answered my questions.
The place is nice. Customer service was peculiar and invasive. I wasn't allowed to view inside the unit. He claimed the alarm would go off. He kept pressing for alt phone numbers I didn't have.
Nothing at this time.
Indoor facility seems pretty secure. Outdoor area has a gap in its fenced in area. Staff friendly and helpful for the most part. Manager fell short on a couple different occasions not following up.
Called to have UBoxes picked up and they said Friday, did not come until Thursday to get them and then charged me for it. Checked no boxes as I did not got to the facility, had boxes delivered to me.
Everyone was extremely helpful throughout the process.
Polite staff and great facility that meets our needs to a T.
Made inside RV storage reservations. Then drove up a month before move in and they showed us the inside spot where the RV would be. Then on move in date they said we did not have inside storage. UGGG
Great experience. Employees were very helpful and the woman that closed out m storage unit was very nice.
We were unable to rent the correct size unit. As a result, we spent more money utilyzing 3 smaller units than one adequate unit or even two. That is unfortunate. Otherwise our experience was all
I did't not enter this facility, however, I did use them to rent (3) U-Boxes for storage at my home. The boxes were clean and kept out all outdoor elements. They dropped and picked up conveniently.
The manager was very helpful on the second day trying to get a second storage unit.
Ok
Excellent service every single time, love the facility and most of all the staff that always goes above and beyond to make sure that all my needs are met.
The employees are very courteous and helpful. The facilities are clean. I would recommend U-Haul to my friends and family.
The call center rep failed to reserve the correct storage space. Upon inquiring at the Plainville, location the rep could not locate the reservation and really did not care either way!!!!
Non coment
The only complaint I have is that they dont give you money back if u pay for the month but dont use it til the end of the month. So I lost out on a good chunk of money.
CustcServ not so great. Prior to moving my items out, I called 3 times to downsize my unit. I never received a call back. 3 times and spoke to women (who answered phone) and not one call back!
I had bad experience dealing with uhaul in Plainville,CT
I hope somebody from u-Haul will read this.Terrible experience. Boxes was late 12 days from original schedule. At certain point the boxes were lost; nobody from U-haul knew where to find it. Same....
very good
The staff, security, cleanliness, and overall storage facility was state of the art.
Very accommodating and understanding. Communication was also very professional. You do not see great customer service like this anymore. Thank you
I rented a UBOX they delivered ok, picked it up to move to the new location ok but when it was time to pick up the empty box it became a problem. They are still charging me rent too.
Due to the pollen that got in the outdoor unit, my medical equipment had to be sent out and cleaned. Which costs more than the unit.
My reservation time was moved which created a huge problem for me. I will never use or recommend Uhal again.
Comfortable & clean
I never went to office. Conducted every thing over the phone. Had no problems. Everyone was excellent.
Very pleased with the experience.
Thank you for a safe place to keep are camper at . I will be back in the fall THank you Ronnie Therrien
