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.
Lubricate the overhead door on the trailer. It was very hard to move up and down
David L.
Rating:
5.0
One of the u-haul guys was super friendly. One of the guys who is
heavy weight was not friendly at all. Everyone should be friendly
when you work at a business.
Mike C.
Rating:
5.0
Customer did not leave a comment.
James S.
Rating:
5.0
Customer did not leave a comment.
Juan C.
Rating:
4.0
I was told the insurance was mandatory. I have personal coverage for rental vehicle coverage and was not afforded the option of declining insurance coverage. I rent a lot of vehicles for business and always have the option. Was the service representative correct in refusing the insurance waiver option?
Cesare C.
Rating:
3.0
Customer did not leave a comment.
Ashleighanne S.
Rating:
4.0
Truck was dirty when picked up
Lucas S.
Rating:
5.0
Customer did not leave a comment.
Bahri Q.
Rating:
3.0
Well, I was surprised when I went to pick up the truck that I had to go thru a whole check in procedure. I thought that was the purpose of the advanced check in application on the web. It seemed like a duplication of the work and more time spent getting the truck?
Daniel V.
Rating:
5.0
Customer did not leave a comment.
Everette M.
Rating:
3.0
Customer did not leave a comment.
Paul D.
Rating:
5.0
Customer did not leave a comment.
CARLA G.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Larry B.
Rating:
3.0
Customer did not leave a comment.
Christopher H.
Rating:
5.0
Customer did not leave a comment.
Steven P.
Rating:
5.0
Customer did not leave a comment.
Christine C.
Rating:
3.0
Maintain vehicles better, especially steering.
David H.
Rating:
4.0
Having adequate staff on hand to assist customers.
One person on hand is not enough to accommodate multiple drop off and pickups.
Peggy O.
Rating:
5.0
Dropping off a trailer was super easy - a quick inspection and I was on my way.
JAMESADAM S.
Rating:
4.0
Customer did not leave a comment.
Colton S.
Rating:
3.0
Truck was dirty inside and out someone befor was sick in the cab. I cleaned up the mess with Lysol. Then the price seems high
ART S.
Rating:
4.0
Thx for an easy rental
Matthew K.
Rating:
5.0
Customer did not leave a comment.
Stephen T.
Rating:
5.0
Customer did not leave a comment.
Laura R.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Robert S.
Rating:
4.0
The uhaul truck needed cleaning in the interior of the cab/truck and smelled of cigarette smoke. The steering wheel was very loose and the brakes were very touchy.
Denise C.
Rating:
5.0
I first went to the Rome store, only one staff long line and the lot was full of trucks, after waiting in line for 50min I was told that no trucks was available. I left leaving g a long line of unhappy customers.
David W.
Rating:
5.0
Returned trailer on a Saturday around 5:30 pm. No one in line ahead of me. Return went smoothly and quickly.
Walter F.
Rating:
5.0
Your staff at this location is the best, very helpful, and friendly.
Mike B.
Rating:
3.0
Customer did not leave a comment.
Sophanny S.
Rating:
5.0
Customer did not leave a comment.
Fedor P.
Rating:
5.0
Customer did not leave a comment.
Bethany A.
Rating:
3.0
Customer did not leave a comment.
KERRYM E.
Rating:
5.0
Customer did not leave a comment.
Annette S.
Rating:
5.0
Great experience! Would highly recommend to others. Thank You!
Richard P.
Rating:
4.0
Customer did not leave a comment.
Donald B.
Rating:
1.0
The guy at the counter seemed rather rude. Apparently the mileage rate was increased. There was no mention of that when I rented the van. The van was NOT clean when I got it. Not real pleased with this location.
Douglas S.
Rating:
5.0
Customer did not leave a comment.
Dale L.
Rating:
5.0
Customer did not leave a comment.
Travis O.
Rating:
5.0
Customer did not leave a comment.
David W.
Rating:
5.0
Customer did not leave a comment.
Emmanuel A.
Rating:
5.0
Customer did not leave a comment.
RUBENANTONIO A.
Rating:
4.0
Customer did not leave a comment.
Gregory P.
|
Overall Experience
Rating:
5.0
Thanks it worked perfectly.
James H.
|
Online Move In
Rating:
5.0
I wish you went into detail on how the dolly chains work. As a first time user I was a bit confused.
Daniel Y.
Rating:
5.0
Customer did not leave a comment.
Charles D.
Rating:
5.0
Customer did not leave a comment.
Lorena H.
Rating:
3.0
The pick up truck smelled. I called to make the reservation and told them I needed to tow a trailer. Once I got there I was told that the hitch wouldn't accommodate the size I had so a $30 rental turned into $70+ quick. If I had known I would had gone a different route. It wasn't the fault of the store but the person I spoke to when I made the reservation. I definitely was not happy especially since I only had to go 8 miles.
ANYA B.
Rating:
1.0
The man there is rude and his customer service SKILLS SUCK . Would never recommend this place to anyone someone at another place actually warned me about the man there but it was close to my
House so I used it WILL NEVER USE AGAIN
Laurie S.
Rating:
4.0
Customer did not leave a comment.
Michael H.
Rating:
5.0
Ray was awesome ,great person to deal with. Nice job will be back for more rentals...
Alan S.
Rating:
5.0
Brian was knowledgeable, fast, and efficient. Highly recommend this location. Well done, thank you.
Eric S.
Rating:
5.0
Customer did not leave a comment.
Leon P.
Rating:
3.0
Customer did not leave a comment.
John H.
|
Overall Experience
Rating:
1.0
Manager took care of me had no mask on was coughing rude overall he is the reason I will not be returning .on top of that I just looked and saw he over charged me because of a review I wrote
Chris J.
Rating:
5.0
Really professional, thanks
Jose A.
|
Overall Experience
Rating:
1.0
Waiting to get service was expected yet more lengthy than warranted. Several UHaul employees walked past me while standing in the store to be helped. Not one of them acknowledged my existence. No hello, no welcome, no someone will be right with you. Rude in my book.
And no thank you after checking in. Amazing.
David F.
Rating:
4.0
Have employees wear masks inside the business location. There were 3 employees inside- 2 with no masks at all and the 3rd coughing and wheezing with his nose hanging out. There is a mask mandate in New York State and your business was not in compliance.
Rebecca M.
Rating:
5.0
Great
Salim S.
Rating:
5.0
I'm more than pleased with the service I received
Musco M.
Rating:
3.0
The truck spelled of old mildew. Pickup truck was not clean on the inside. Dust and dirt on floors and dashboard.
The attendant cashing people out chugged a monster energy drink in front of the customer ahead of us, then burped continuously during our transaction with no mask on. Thankful for the plastic barrier.
Jeremy R.
Rating:
5.0
Customer did not leave a comment.
Soumbay K.
Rating:
5.0
Customer did not leave a comment.
Dominick P.
|
First Impressions
Rating:
3.0
App and browser both failed when taking pictures and I had to call and email support the pictures.
Joseph R.
Rating:
5.0
I'm a repeat customer. Great place, caring staff! Would highly recommend to any one needed this type of service
John D.
Rating:
5.0
The clerks are always friendly and helpful. I'ma long time customer and always recommend your location
Maurice S.
Rating:
3.0
Very dirty inside and out. Knob broken on radio. Good customer service.
Paul D.
Rating:
4.0
No improvements of any significance are needed ...keep up the good work and fine customer service.
Leonard P.
Rating:
5.0
Customer did not leave a comment.
Andrew C.
Rating:
5.0
Customer did not leave a comment.
Richard W.
Rating:
5.0
Superb service
Everett T.
Rating:
5.0
Customer did not leave a comment.
Sherry G.
Rating:
5.0
Customer did not leave a comment.
William S.
Rating:
5.0
Customer did not leave a comment.
Vanessa E.
Rating:
5.0
Customer did not leave a comment.
Hailey E.
Rating:
5.0
Customer did not leave a comment.
Herbert H.
Rating:
5.0
Nothing great job.
Michael M.
Rating:
5.0
Give the Gentleman Who works behind the desk a raise. He was charming funny and clearly explain to me the terms of the contract. One of the best employees I've ever met at a U-Haul!
Carlene M.
Rating:
1.0
You FUCKED me on GAS It had 3/4 tank when I picked it up and when I brought it back. The paperwork is WRONG, I should have checked it. Ray Cousins marked it had a FULL TANK. In fact it was 3/4. He didn't check the truck just assumed it had a full tank. I went 193 miles and Paid 86.74 in gas. I'm disputing this bill. On my way in I bought Gas at Cliffs for 55.29 I have the receipt. I'm pissed off. Normally I'm treaded well. I rent their often and the guys know me.
Robert D.
Rating:
5.0
Neither of the store employees were wearing masks either time I was in the store and they were not mandating any of the other customers who did not have a mask to place them on.
One of the employees kept coughing as well and did not even cover his mouth when he did cough.
Completely unacceptable.
I am filing a complaint with Oneida County and NYS Health Departments as well.
James M.
Rating:
1.0
Customer did not leave a comment.
Nicholas A.
Rating:
4.0
a second person.
apparently when pulled in to return vehicle, there was one
customer inside.
three more customers entered the building. aparantley being only one employee working the desk. He rented them their vehicles before coming out side to complete my return. In my mind I should not have had to wait in the truck while rentals were completed. So it should be first come first served, or a second employee to take care of returns.
Edwin F.
Rating:
5.0
Keep up the good work!
John M.
Rating:
5.0
No issues.
Frank P.
Rating:
3.0
The inside of the truck was dusty and had glue residue on the dash from previous mounting of who-knows-what. Smelled clean, but had dust and dirt all over the dash and the cup holders/doors etc. The truck got the job done, yes, but when they stress how clean you need to leave it when returning the vehicle, I expected better, especially during these times. I also used the truck for just over 24 hours, and notified them that I would need it from 5:30pm that day until 9pm the next day when I made the booking. They told me it was no problem, but to return it no later than 9pm because someone else needed it. Ok, fine, no problem. Well they charged me two full days of renting (without telling me that was was they were doing) because it was over the 24 hours.... I understand, however, if I paid for 48 hours, then don't tell me I have to have it back after 28 because someone else needs it... and maybe inform your customer that you're doing that because when I dropped it off, there was no one to dispute the charge....
Kaylyn S.
Rating:
2.0
treat customers with respect
Faith B.
Rating:
5.0
Yes clean But the steering wheel was way off to go straight the whereas sideways,Jowell Raymond called and told Uhaul she was told no its Fine.For going almost500 miles No It Was Not Fine!!!
Richard R.
Rating:
3.0
Customer did not leave a comment.
Samantha L.
Rating:
4.0
Recent? This was 9 months ago!
Jane S.
Rating:
4.0
Customer did not leave a comment.
Andrew T.
Rating:
5.0
Quick and friendly service. Equipment worked great, no issues.
Scott R.
Rating:
5.0
Customer did not leave a comment.
Raymond N.
Rating:
1.0
The military veteran that I reserved the truck through a few days before was wonderful. When I arrived to pick up the truck, the person who checked it out was the rudest person I have ever seen in a public facing position. My brother and other people in the store commented as well. Will not use them again if they allow this type of behavior from their employees
Paul H.
Rating:
3.0
I never received my final receipt of the charges when I rented.
Jim M.
Rating:
4.0
The van was sort of clean, there was not debris in it, but it was obvious it had not been wiped down in a long time. I know this because I wiped the cab with disinfectant wipes and the grime and dust was VERY apparent, had to use 2x as many wipes as expected. This was just in high touch places like the door handles, cup holders, brake, and steering wheel areas. I would hope that U-Haul wipes down the trucks between uses during this pandemic? Or recommends that users do themselves?
Rebecca M.
Rating:
5.0
Last minute I needed a pickup truck and they made the process painless and snag free!
ROSARIO B.
Rating:
5.0
Your purpose built motorcycle trailers are awesome, and rented at a very reasonable price. Saved me from the annoyance of having to borrow or rent a truck to transport my new motorcycle home (200 mile round trip). Super easy to load and tow. Highly recommend these trailers for anyone needing to transport a motorcycle.
Todd J.
Rating:
5.0
The manager, Brian, was extremely helpful, courteous, and easy to contact.
I found dealing with the National U-Haul phone line very frustrating and horrible but got excellent assistance by speaking directly to Brian.
Olivia H.
|
Overall Experience
Rating:
1.0
Customer did not leave a comment.
Tracy R.
|
Overall Experience
Rating:
3.0
Counter service should pay more attention to what the pay customer is asking for because I got charge for something I didnt ask for or didnt use thank you
Tracy R.
Rating:
5.0
Customer did not leave a comment.
JONATHANA S.
Rating:
5.0
Customer did not leave a comment.
anthony m.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Brian L.
Rating:
5.0
Customer did not leave a comment.
Denise H.
Rating:
5.0
Customer did not leave a comment.
Vladimir B.
Rating:
5.0
The guys at the counter were great. It did not take long to get me hooked up and on my way. BUT, when I got home and opened the trailer doors it smelled like cow manure! It was clean inside but smelled really bad. So I'm sticking my house furniture in this trailer, I had no other option due to time constraints. Then I was half way into my three hour journey and I noticed one of the tires had a big gash in it and by the looks of the warn tire that it had been there awhile. I could see the inner tube of the tire but I'm not sure that they are tubed tires?? I made it to my destination ok but was constantly watching the tire waiting for it to go flat. I told the lady at the drop off site there was a big gash in the tire. She was going to make a note.
Jerry Z.
Rating:
5.0
everything was great!!!!
Gaetano L.
Rating:
4.0
Pricing,started at 39.95 and ending up over 80.00.
donna L.
Rating:
4.0
Customer did not leave a comment.
Sarah K.
|
First Impressions
Rating:
5.0
Very easy to work with. I had to bring some furniture from PA to settle an estate and store it for a few months. I hired a truck and movers through U haul it was a smooth trip with no problems.
William Q.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Frank R.
|
Overall Experience
Rating:
3.0
The facility is very nice. The workers were knowledgeable and friendly. The online sign up was easy. The gated system is difficult. Our access code only worked twice and the card only works sometimes. I don’t like that once you are in there is no way out without the card. I get trying to monitor coming and going but it is scary to not be able to get out quickly as needed. Also, the card thinks we are checking in when we are checking out and vice versa. The machine to check you out the display is broken. We have a hard time driving out. We either have to go off the pavement to the grass or if you go the other way we have to do a several point turn to line up with the exit gate.
Chad L.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Nicole H.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Matthew G.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Rebecca W.
|
Online Move In
Rating:
4.0
Customer did not leave a comment.
Scott G.
|
Overall Experience
Rating:
5.0
I was impressed with the helpfulness of the staff and was happy that even in very severe rain my possessions stayed safe and dry.
Jeanette C.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Cheryl T.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Katrinka D.
|
First Impressions
Rating:
5.0
Great service great outside units just wondering one thing is there 24 hour access to the units outside
Manuel C.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Aleksandr b.
|
Overall Experience
Rating:
1.0
The manager at the Utica branch on Lomond Road - Brian - absolutely ruined our experience. We've had a very stressful time having to move abruptly due to a delay in our house closing from Covid-19. Therefore we rented multiple trucks (4) and also 2 storage units. All - in - all we've spent A LOT of money at the location over the past 2 months. We dealt with Brian a couple of the times and he always had an attitude and was not friendly. One of the times - we had to get into the office (which was difficult due to work hours) and we popped in real quick 10 minutes before closing. We just had a simple question and Brian, legitamately yelled and was upset because they were about to close. He made us feel bad for stopping in and bothering him so close to close. We apologized for it being so close to 7pm, and his reply was an eyeroll while saying, "yeah whatever." We immediately rented a truck / trailer from another company and emptied our storage units. We will not be back - which is such a shame because we've got A LOT more moving to do over the next few months. Very disappointed.
Ashley Z.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Justin L.
|
First Impressions
Rating:
5.0
The bonus of having a free month with my van rental made it a tremendous value for the dollar and I have already recommended your services to friends. Your staff was always friendly and helpful. Accessing my unit was easy and convenient.
Linda F.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Linda F.
|
First Impressions
Rating:
1.0
Items stolen from lockers. Insecure. Gates broken for months at a time cameras useless.
KAREN W.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Scott G.
|
First Impressions
Rating:
1.0
The storage unit itself is nice, however the customer service was very poor. Both gentleman we dealt with in Utica were complaining of their days. We were just trying to get our storage unit.
Vanessa J.
|
First Impressions
Rating:
5.0
Brian Blair was an excellent Facility Manager. When he took over the Utica Lomond Ave. Facility things really Improved. Because of Mr. Blair I would be happy to recommend the Utica U-Haul to anyone.
Robert S.
|
Overall Experience
Rating:
5.0
The manager and staff were polite, professional and extremely helpful!
Philip O.
|
Overall Experience
Rating:
1.0
Many mice were coming from my boxes with a lot of damage to my belongings. There animals ate the boxes with many holes noted and damages to the clothes. The smell is horrific. I had to pay 3 people
Pierre H.
|
Overall Experience
Rating:
5.0
N/a
Jennifer D.
|
Overall Experience
Rating:
5.0
Brian and Ray are great!
Remember them when you’re looking to promote from within; they both deserve it!
Fantastic Customer Service!
Barbara B.
|
Overall Experience
Rating:
5.0
Great service
Jack O.
|
Overall Experience
Rating:
1.0
I am the wrong Karen Purdy.
I emailed to say I was the wrong person and now you have sold her stuff without contacting her and I feel really bad. I tried phoning but emails still came to me.
Karen P.
|
Overall Experience
Rating:
5.0
Very knowledgeable, friendly, and efficient
Rebecca M.
|
First Impressions
Rating:
5.0
The manager Brian was very helpful and knowledgeable.
Robert R.
|
Overall Experience
Rating:
3.0
We got off to a really horrible start. My references were contacted despite the fact that my payments were up to date. I received some really horrible communications from corporate.
MARY H.
|
Overall Experience
Rating:
5.0
wonderful experience..professional ,easy and fast..Brian was great in every way..thank you
Lucille L.
|
First Impressions
Rating:
5.0
The owner is great. Very knowledgeable and fast.
Nelson O.
|
First Impressions
Rating:
4.0
Good
Laura R.
|
Overall Experience
Rating:
5.0
No comment
jeffrey j.
|
Overall Experience
Rating:
1.0
I would first like to commend Brooklyn in Allentown PA for her excellent service and her competency in assisting me. The other 11 were lacking product knowledge and kept transferring me.
Valerie T.
|
First Impressions
Rating:
2.0
We found mouse droppings in a lot of our furniture. We also came back home with mouses inside our belongings. Horrible experience.
Massiel R.
|
Overall Experience
Rating:
5.0
Great service
Bethany S.
|
Overall Experience
Rating:
5.0
Brian handled my storage unit rental efficiently and provided exceptional customer service.
Linda S.
|
First Impressions
Rating:
5.0
Staff was very professional and helpful
Robert R.
|
First Impressions
Rating:
5.0
Brian and all the employees were extremely helpful and personable. It was a great experience. Thanks to all at Uhaul in Utica, NY for all your help.
Debra P.
|
Overall Experience
Rating:
5.0
It went really smoothly.
Alex M.
|
First Impressions
Rating:
5.0
Only 1 card key given
DONNA A.
|
Overall Experience
Rating:
5.0
Both the service rep and the gentleman who inspected my rental return were very busy but they handled my business with the utmost courtesy and professionalism.
Timothy D.
|
First Impressions
Rating:
5.0
They was very nice and helpful
sandra l.
|
Overall Experience
Rating:
5.0
Overall great experience
Tina O.
|
Overall Experience
Rating:
5.0
The owner is really involved and give you everything you need to enjoy your experience.
Xavier K.
|
Overall Experience
Rating:
5.0
Wonderful,hardworking staff.
Anita S.
|
Overall Experience
Rating:
5.0
They were wonderful to work with and they were understanding to what I was going through. Thank you!
todd m.
|
Overall Experience
Rating:
5.0
Staff was very helpful —during the bitter cold weather when the lock on my trailer froze they immediately assisted to remedy the problem
CARLO G.
|
Overall Experience
Rating:
5.0
The manager, Brian, was extremely knowledgeable, friendly and helpful.
Robert B.
|
Overall Experience
Rating:
5.0
Excellent customer service.
Frank S.
|
Overall Experience
Rating:
4.0
Friendly staff, storage unit was clean.
Craig B.
|
First Impressions
Rating:
1.0
Brian refused to issue a prorated refund for the additional week I had secured the unit for. All of my items were damp and some were even wet and the insulation in the ceiling was ripped.
Douglas H.
|
Overall Experience
Rating:
5.0
Great experience with storage. Brian, the manager, was very helpful!!
Thank you!
Taylor M.
|
Overall Experience
Rating:
5.0
Everyone I had the pleasure of dealing with was professional and determined to get me on my way.
Michael K.
|
Overall Experience
Rating:
5.0
Great customer service. Kind and helpful.
Chistopher M.
|
Overall Experience
Rating:
1.0
They should be cleaner since the storage when I went to take out my furniture had urine and mouse nests in my belongings and damage I had to throw things I would not recommend it to anyone
Zuleika B.
|
Overall Experience
Rating:
5.0
.
Nicholas F.
|
Reservation
Rating:
1.0
The owner/ general manager was extremely rude, and this is not the first time I’ve experienced this or heard of him being rude, Brian Blair is his name.
Ryan M.
|
Reservation
Rating:
5.0
Owner was friendly, patient and thorough. Great experience.
Xavier K.
|
Reservation
Rating:
5.0
The main gate was broken at the time, so the facility was not secure.
Customer service was great!!
MARK S.
|
Overall Experience
Rating:
5.0
Everything was great,uhaul good condition,customer service was excellent thank you Brian.
Debbie S.
|
Reservation
Rating:
5.0
staff were very helpful and facility and vehicles were clean.
Shari D.
|
Overall Experience
Rating:
5.0
Awesome great service
Ken B.
|
Reservation
Rating:
5.0
they were good
BETTY T.
|
Reservation
Rating:
5.0
great customer service. Everything was ready for me as scheduled. I would return and use them again
MARK S.
|
Reservation
Rating:
5.0
The only problem I had was when I moved out I notified the call center but the message evidently didn’t get to the facility since they sent me a notice that the rent was past due.
Stephen H.
|
Overall Experience
Rating:
5.0
Hello the first person I talk to was very nice , however when I called to change my dates, the lady that I talk to was very rude she even laughed @ me cause I was unsure about the date until I looked
Kimberly W.
|
Reservation
Rating:
4.0
Brian Blair and Angel and Jarod and Will were always very helpful. They're a truly asset to your company and to the Utica facility.
Paul s.
|
Overall Experience
Rating:
3.0
Very happy with all service from them
michelle H.
|
Reservation
Rating:
1.0
My unit had mouse feces all over my storage totes.The associate at the desk said he couldn’t help me,he said I’d have to wait for his helper to help me.He then decided he could help me.