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 truck needs engine tweeks. It has very bad pick up. When we tried to go 50 MPH we could smell the engine. Felt unsafe so it took us longer then it should have to get this job done.
Same as you did with me. By the way I left my eyeglasses and my phone charger in van it was dark and didn't realize it until I needed the charger
The staff member that took care of us was not vocally professional at some points. The unit was not clean and same staff member seen this but walked away with no explanation. I took a picture of unit before we put put our belongings in it for documentation.our s
I had selected contactless. It didn't work out. The phone support was clueless. I ended up just walking in. The guys at the location were great. Friendly, helpful, and quick. Guys inside: 10/10. Lady on phone: 1/10.
I believe I was overcharged for the 2nd day for a matter of 1.5 hrs.for $40.00
I had the reservation at a different location and suddenly it was switched. This location was further away than I would have liked.
Nothing. It was great! Tracey was really helpful.
Unfortunately the system (website) indicated that we could rent the 10' truck from Edison, NJ but we were called the day before our rental and told that the system made an error. This forced us to go further out of our way to pick up the truck. According to the agent who called us to inform us of the change, she was going to credit us $140 for the error that the system made and our inconvenience, but that did not happen.
Staffer who processed my payment didn't wear a mask. Multiple customers inside didn't have masks on either. Unacceptable.
Not over charge and include the equipment i paid for. I haven't received a refund for that.
Have your call center employees retrained. Gave me a quote on phone which was not honered at pick up. Not very happy at all. She should be fired or suspended.
You guys need to aloud non-profit to paid 25cent for mileages'.
The manager went out of his way to get me a trailer since the one I reserved was not returned and broke down.
No improvements. I just wanted to mention the exceptional service we received from the rep at this location. When we discovered the headlights on the truck assigned to us were inaccessible, he immediately worked on finding us a new truck as soon as possible. Within 30 minutes, we had a new truck and made accommodations for the wait.
I could not pick up from a location i chose. One of the staff member had no mask on in door.
A smile goes a long way and although the service was excellent/courteous, it would be nice to see a smiling face enjoying the work they do. Times have been rough for all of us but just that little gesture will make it a beautiful day for all. Together we can overcome anything
The white male skinny manager told me he would help me next Even asked for name and reservation instead he comes back and asks who is next and skips 2 people ahead of me in line. The 10†had a nail before it was picked up by me was not inspected before, what if I had a flat on the road? Unprofessional, trashy rude uneducated staff.
the experience was so good I can't think of anything
Nice, professional staff. Would recomnend it to anyone who needs to rent a truck.
I have used many Uhaul Locations, this was very accurate and cost effective. I would use them again in the future.
Nothing. I had a great expensive today.
As a repeat customer once again the expert associates at uhaul processed and delivered the product that I needed for my transportation needs seamlessly.
No need improvement this location is awesome they were very nice and very pleasant
Nothing smooth and on time
Store manger Vincent and team members onsite and corporate offices ..sorry didnt get their names... were great to resolve VIP gift certificate issue ... Thank you great and another great experience...i will be renting from Trenton site future Thank you Steven Munoz
Customer service center almost made the entire experience a horror. This site actually fixed the error. U haul needs a customer friends website.
The check out attendant was rude . but the check in attendant was excellent
Excellent
Everyone was very helpful and pleasant to deal with. Not sure how can improve. Just keep it up.
I dropped off the one way rental at this location. I wanted to confirm the pricing as I was supposed to be charge for any miles over my specified miles. Only one individual at the desk and one person checking in vehicles. Service was very slow. Took almost 45 mins just to check in the rental and receive a receipt.
Flat rate for the day instead of per mileage
There's always a bit of a wait to get a truck or return it because so many people need them on the weekends. Maybe more than 2 staff members on Sat/Sun would be helpful.
Have more 26 ft trucks available
Continue what you are doing...My transaction was a smooth one...Thank You
On September 3rd I booked a 20 ft truck with a pick up location in my home town of Moorestown, NJ. I showed up on September 26th at 7am and was told they had no trucks available. They couldn't explain why. They found a 15 ft truck 30 minutes away in Trenton, NJ. Appears this happened because corporate accounts like Fedx, UPS and Amazon accounts had priority.
Clarity on cost: charged one more day and that was not clear Vehicle clean Not customer centric - just asked help to understand details on the truck and was taken as a “burdenâ€
Never called to let us know that the uhaul was ready for pick up
excellent service by U-Haul and Brunswick Ave location staff...
Do better with pickup locations. Selected Bordentown, NJ and confirmation came back for Cinnaminson, NJ - 20 miles away. The Trenton location I ended up using was 5 miles away, but I had to make 4 long phone calls to make that happen.
Trenton was great. The Avis location at the Princeton airport was horrible. Made my location for 12pm on Saturday, they never bothered to tell us they close at 12pm; no phone call, email, heads up. So when I arrived at 12:15pm they called me a “no show.†When I call to find out why the door was locked they said “you are late.†Moving day and this is how we treat customers? Fortunately there was another truck available in Trenton.
I will never recommend uhual again sent me an hour away from my home to pick up the truck and another hour to pick up the transport. Spent 2500 with your company you guys couldn't make sure that we could pick them up from the same place or even close to each other since we were driving to Florida. Called and spoke to several people weeks before the trip and notes were put in my account. Why would you guys make us drive like this when we were doing a 15 hour ride to Florida. I called and spoke with a manager and she was absolutely rude. I am putting this on a review for U-Haul. Transport didn't work properly. We had to purchase our own to hold the car. Transmission on truck is going horrible horrible horrible.
A lady walked in with no mask. She got mad a the worker then asked for money . She also asked me for money. When i said i didn't have money she acted like she had a gun and was going to shoot me. The workers called the police and made her leave to store my 14 year old son was upset and scared.
When I paid for the truck, the representative made it as though I'd paid all of my fees. The total paid had less miles than what I was quoted for but I paid for more. I do not understand this breakdown & I noted this when I returned the truck. No service associate has yet to reach out to me about it. I simply received a bill
U-Haul is no longer America's moving company. Your corporate positions are on reservations and availability are ridiculous. If you can't guarantee a location then don't have a "reservation system". Calling the day before and offering the reserved truck miles away from the desired location is insulting. Then giving me a miles credit to make up for the difference???? I DON'T DRIVE FOR YOU GUYS!!!! Pay your own damn drivers. The regional manager working at the Trenton, NJ location was a gentleman and concerned not just for my happiness but for your brand. As committed as I suspect he is to you, I don't believe he can same your image.
Lower the mileage rate, truck drivers don't even make $1.99 per mile.....!
Over the week prior to my moving day, I got Emails from UHAUL indicating 3 different pickup locations. That is atrocious customer service. The day of my rental I closed on a house. I booked the pickup time for 9 am. I figure I would head over after signing the paperwork. When I arrived at the rental location he told me the truck was at another location but they cancelled my reservation via email because I was too late. If I book a truck for 24 hours, what difference does it make if I am an hour later than 9am to pick it up! I was then referred to a 3rd location OUT OF STATE!!! To top it all off I got the truck and the gas tank was empty! The guy told me he'd give me $11 credit. I was in the heart of Trenton, NJ. I'd pay triple that to not have to negotiate a metropolitan gas station in a 26' truck. I had just bought my first home and UHAUL made the day very stressful. I booked 2 weeks in advance and did online check-in...all just to avoid all this. The main problem is that I don't think any of the MANY issues I experienced were due to an employee dropping the ball or being lazy. They seem like systemic flaws that probably happen again & again due to logistical flaws in their process. This whole experience was awful!!!
Excellent
Durvan was amazing!
The young man who helped me was excellent. He was relatively new on the job but took the initiative to help me and walk me through the process. This happened at the Brunswick Ave. location in Trenton on Sunday, Aug. 30.
Friendly, professional and getting the job done!
staff went above the call.
The General Manager is superb. Always looking around to greet the next customer, make things work, seems unflapped and thoroughly professional even when there's heavy traffic and the desk. Well set up for social distancing. All around, excellent man.
The staff was excellent I never had a problem with my storage I would definitely use it again if necessary thanks for your service. their Trenton NJ office and main st in Hartford CT office their staff is great they should be honored.
Excellent
I love this facility they go way beyond! I am a elderly women who collects items qnd redistribute to the poor they are so sweet to me
I had mice in my unit and there were poop droppings everywhere in my clothes on my furniture on dishes. Just disgusting. I reported this issues twice. I have pictures or all my stuff. I wasn’t pleased with at all. Even though the unit was outside they should’ve done something about this to ensure my stuff was protected. Especially since I paid insurance every month.
The Uhaul crew was very accommodating. Until...my belongings were in the storage unit a year and my belongs were EXTREMELY destroyed/damaged by rodents. They nested,eaten paperwork, boxes mice droppings and pee stains EVERYWHERE in my unit. All I was asked by the crew "do I have insurance"? It was horrible and loss of my belongings experience. 😞
I reserved a storage unit 2 weeks ahead and they gave it away giving me a small unit that i couldnt even fit my furniture now i lost out on furniture for my kids and i they didn't seem to care and wasnt too polite
Good
Won’t ever use uhual again!
Courteous and efficient. One fellow agreed to attach the lock as we had an appointment to get to. I have the card and one key. He has the other. Could you please mail that key to me: Mona McCormack.
Your service. Very good customer services waas excellent with a very warm welcome.don't online to longe.
Ahmed is the best!
The staff was great and very helpful on both sites from pick up and delivery.
Can customer be given the opportunity to participate in a prize or draw einning event every month?
The general manager of U-Haul Trenton was really helpful and knowledgeable. He is also friendly and warm-heart. He went beyond to help me resolve the trailer issue by switching to a van.
Reps are nice and willing to help!
U-haul equipment always blocking your unit when you go to access your things.
Professional service
I didn't use the Brunswick Ave location. I am not using any storage there either. HYANNIS locatio couldn't find Buxton's Storage on Ferry Road, Ewing, 08618. Had to correct by calling UHAUL.
Could better understand U-Box.
Good service
Prompt and flexible service. Thanks!
Wrong info/staff re:1month free rental/storage w/ 1way truck rental meant my being charged for 1month storage(almost $100);said didn’t matter if storage was at end/start facility/ok if 1-2days early
The manager never got back to me in timely manners regarding my storage unit when i lost my key to lock. Due to poor customer service and inconvenient hours unable to move out of storage in time. FEES
Staff was helpful. Storage unit leaked and damaged some belongings. Large garbage pile next to the unit.
Great men of character who were able assistants.
Great customer service experience.
I am very satisfied with the customers service and assistance. I would definitely recommend someone to uhaul Trenton Nj
