Customer Reviews for U-Haul Moving & Storage of West Springfield

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.

Testimonials from recent customers of U-Haul Moving & Storage of West Springfield

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Tariq M. on

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Fast efficient friendly staff.

Katie F. on

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bruce b. on

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Patricia L. on

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elise r. on

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Porche N. on

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shiva n. on

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(:

kayla p. on

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Had our U-box for 3 days without contacting us and when we contacted them they never returned our call. Uhaul headquarters also kept telling us the box was going to a location that is closed in Chicopee or telling us they were not sure where our box was or where it was going. Because of this we ended up spending more money to self-deliver our ubox. At the location they only had one person working and trying to help numerous people. Will never do service with Uhaul again

John D. on

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Rory M. on

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Trucks should be better maintained and newer, my truck had 71,000 miles and had bad brakes!

Jose A. on

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Very disappointed that a worker let someone fraudulently charge my card

nick b. on

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The pick up spot was fine, she was very helpful and nice. Truck was clean and well maintained. I don’t like how they make you fill the truck up with gas though. That price should have been in the estimate.

Rayan A. on

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The overall experience was good but it would’ve been ideal for the staff to have more privileges within the system like editing reservations. I had 2 storage units combined because the one I reserved wasn’t available but then I managed to fit everything into one and the representative didn’t have the privileges needed to remove the second unit that I didn’t end up using forcing me to call into the site multiple times to confirm that the manager adjusted my profile.

Jeffrey H. on

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Took a little longer than it should have at pickup due to prior customer not returning on time. Had to take a smaller truck, but overall a good experience.

charlene h. on

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Brian D. on

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It was a good experience over all. One problem I did have was that I clicked on call to confirm . The next day went by and no one called. I remember there being a guarantee that they would. Other then that I had no problems.

howard j. on

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I rented an auto trailer for one day. The charge was $ 75.00. All went well and I returned the trailer at 6:30 pm. They failed to check it in for 3 days and sent me another bill for 235.00. I went back and confirmed with Deritza munoz that it came back the same day. She removed the 235.00 and charged me the proper amt of 75.00. 3 days later a new charge of 150.77 appeared. I went back again and the salesperson could not find where the charge came from. He told me to call the main number. I waited on hold for over an hour. The support person was polite but could not find out where the charge came from. She gave me an incident number of 1817419. I waited 3 days then called Arnoldo Felix. I have now called him 3 days in a row and have not heard back. I have told my credit card company to remove the charge. This is bad service on a great product

ashley A. on

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Have the proper equipment that was reserved

Brian C. on

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I am very disappointed with U-Haul, not this location. I made an online confirmed reservation for a 9ft van, with pick up and return locations, and even went to WSpfld location to verify everything a few days before the scheduled pick up date and was assured everything is all set. But, when I went to get it, they gave me a different larger truck, and drop off location. They couldn't even look up my original U-Haul online confirmation. This caused me to have change the routes I could drive this truck on to Philadelphia, and incur more tolls and time. My overall experience was very frustrating, and very negative. Very discouraging.

witold b. on

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Even though told it was full, Truck was definately not full when I picked it up given it took 6 gallons for 60 miles of driving a pickup truck. Being forced to pay for insurance coverage when my credit card covered moving vehicle insurance also frustrating.

Jackeline D. on

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Great Customer Service

Tim A. on

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I would recommend this location for pick-up of drop-off without hesitation. The representative was responsive, knowledgeable, and friendly. I was in and out in a matter of a few minutes.

ZOBEIDA D. on

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Melissa G. on

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charles h. on

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christina r. on

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Jennifer H. on

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miriam s. on

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Michael L. on

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Tiffany L. on

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Alicia S. on

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My equipment was not ready or on time. I was charged for furniture blankets that I never received.

Clemente M. on

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heriberto a. on

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Adam G. on

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David S. on

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Carrie G. on

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When I did have contact with the people at this office they were very friendly and helpful, however I tried calling them three separate days and was on hold for over 10 minutes each time without anyone ever picking up the phone. I recommend that you have a voicemail option if no one is available.

david d. on

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Anthony Y. on

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JEFF J. on

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I honestly have no complaints. I was pretty impressed by the West Springfield, MA location.

GARRETT K. on

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Instead of getting a truck half full of gas and returning it half full why not start with a full tank of gas and return it full.

Sarah W. on

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Teresa T. on

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Orazio D. on

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Molly K. on

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We had a 9:00am appointment and we arrived a bit prior to the opening (at 9) to ensure we would be first in line. No staff was on site, so we called the 1-800 number and asked for them to contact a store manager and see what was going on. There ultimately were 7 different groups waiting for their rentals before someone showed up at 10:05am. Once he was ready to let us into the building at 10:10, he told us that the person who was supposed to be there at 9 didn’t show up (obviously) but that he was the manager. He then told us that there wasn’t a truck there for us. This is after our reservation was bumped to this location (not our chosen or preferred location), and there was no truck for us there. He then assured us that he could get us a truck at a nearby UHaul location. Once we arrived, that Uhaul location had no record of our reservation at all. In the future, it’s always ideal to actually have staff arrive for when the location opens, and if there are so many people with reservations on a Sunday of a long weekend, maybe it’s a good idea to have more than one person working. Ultimately, we were very frustrated and upset with our experience here. A simple apology for our trouble and inconvenience could’ve gone a long way, but no one seemed to be concerned that we were waiting on them for over an hour because of their staffing issues.

Darren P. on

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I reserved the truck in Northampton well in advance; having to make a 40-mile round trip to actually get it was an annoying inconvenience, especially when I only got a 25-mile allowance for having to do so and no time allowance at all.

Jeffrey L. on

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Comment regards the self-check-in process, not the site itself. Self-check-in is essentially meaningless if it's more work & time to check in yourself than to go to the counter to do it. Finding the vehicle on my own, and having to go to the counter for the key anyway defeats the purpose of taking pics when you return it of the location it was left at, and then having to go inside anyway. I would think there must be some automated way of getting the keys-- perhaps wifi enabled locks with the keys left in a lockbox or something.

Patrick S. on

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Robert W B. on

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2 of staff were playing loud demonic sounding recording from a smart phone for each other, which was very disturbing. Otherwise all was excellent.

James R. on

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LISA K. on

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Panos A. on

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Poor rating because I was supposed to pick up the truck at 7am before location opened using my cell phone. Manager on duty the day before never assigned the equipment to the order. Phone number given for 24 hour assistance was never answered. Furniture 2-wheeler was not available even though it was ordered ahead of time.

Patricia C. on

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I was impressed when they discounted the cost of replacement gasoline. I was told the tank was full and I needed to return it full. I drove it no more than 20 miles and it took 4.5 gallons to fill the tank. I appreciated their honesty.

paul r. on

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First time using, great place and great people

margerit b. on

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Jill F. on

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Patrick S. on

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RICHARD H. on

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Although rating this location high, their customer service over the phone is poor. I forgot an item at the curb while moving out of a storage unit. Two calls were made to try and locate the item with no return response as promised. All they had to do was walk a few feet to confirm the item was there. But, they were too "busy" to put me on hold and take a look.

jose r. on

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William F. on

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Helpful staff, good location, equipment in good shape, nice facility.

Christopher S. on

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Keep the lines to a minimum. General manager was excellent, went the extra mile.

Marian S. on

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Everything was great at this location. People were very polite and helpful.

DENNIS B. on

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great location

LEE T. on

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RUSLAN A. on

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I’m so glad for this company we were moved from Massachusetts to Florida Jacksonville would know any issue we were rent a small truck and trailer for car. And we are so happy to be in use in this company we recommend it to other people to use to U-Haul . And price was good to .

Patricia F. on

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donald p. on

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Excellent equipment & service. Thanks!

eric r. on

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matthew h. on

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James P. on

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Matt I. on

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david k. on

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JONATHON G. on

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Jeremy L. on

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evan r. on

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sherrie d. on

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Barbara C. on

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Steven W. on

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Tina F. on

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NICKOLAUS H. on

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Excellent service from pickup and coordination to return. Would recommend to friends!

William M. on

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Long wait for initial rental purchase

Regina R. on

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Seneca P. on

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wonderful experience very pleased staff were very professional, courteous and polite please find a way to acknowledge them through this surevy Thank you

fernando p. on

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Excellent costumer service

demetrieus o. on

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zbigniew w. on

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Not the one in Westfield was that over.. the one and West Springfield was good and helpful.. you need to improve the one in Westfield

Sharna P. on

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matthew m. on

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Steven W. on

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john c. on

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kaitlyn m. on

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THOMAS B. on

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scott b. on

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no improvements, quick accurate service. thanks

Reynaldo C. on

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Sherri D. on

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we had a pod delivered to our house, no issues whatsoever between the drop off and pick up. Very pleased,

stan b. on

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frances b. on

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Great experience, from the moment the general manager scheduled the reservation to the time I picked up the rental.

Steven David M. on

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Diane H. on

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SCOTT R. on

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The customer service was very good. I was hesitant to do everything online so I called to set everything up and was very please with the woman who helped me. The gentleman who helped me the next day in the store was great too. Thanks a lot, great to see people still working hard.

Mark E. on

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The door on the trailer was hard to open and close

kim m. on

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Excellent service thank you

Ebisail R. on

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Michael L. on

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Robert D. on

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I stood in line for 50 minutes before I finally was taken care of to pick up the vehicle. There was only one person taking care of customers. Could not believe that such a big location only had one person to take care of customers. Like I said I had to wait 50 minutes in line and I already had the vehicle reserved via online. Unbelievable .

scott l. on

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Omar K. on

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great work guys

christina r. on

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MARC S. on

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Need more employees on as the one kid was overwhelmed with customers. He did his best but people shouldn’t wait over half hour to just return a vehicle because of lack of counter help

Guy L. on

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luis h. on

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Kierstan S. on

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nigel M. on

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jonathan c. on

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raymond w. on

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Speedy and friend my service.

gerald h. on

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Reservations made a mistake on the reservation. A slim white man was accommodating however the manager a short spanish man told me that they were doing me a favor by giving me any size vehicle. After doing 4 extra trips, he rewarded/insulted me with a $15 discount. Not a person I'd have to represent my company.

Katie M. on

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Mark B. on

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Very polite and helpful agent. Computer system did not show drop off location nearest my home. So I called and changed it to Devoes when I arrived.

Daniel F. on

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eric m. on

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Probably one of the worst renting experiences I’ve ever had. Customer service horrible all around especially when u call into customer service. I’ll never use uhaul again

Gary W. on

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I was in a bit of a hurry and the associate I dealt with bumbled around a bit. He couldn't get the agreement to go through without charging me the insurance which I did not want. He finally did put everything in a second time and it worked. Other than that everything was good. The drop-off was a breeze.

Richard H. on

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Not much employees were friendly professional and polite

Carolyn G. on

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Jeannot B. on

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Great, friendly customer service

John B. on

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Shaun L. on

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Rep just walked in and took care of me 2nd in line right away. Great job!

Norman T. on

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The service was very good from the getting the keys to returning the truck every person carried themselves as professional and knew what they were doing.

marilyn h. on

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john c. on

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CRISTIAN w. on

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NATHAN H. on

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Paul F. on

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Jason P. on

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Overall, I was very happy with the experience, but they almost forgot to give me my moving blankets (I had to ask for them). They then thew an armfull of them into the trailer for me as I was driving off. The blankets were not bagged as they have been when I've rented them in the past, and manuy of them were dirty. I didn't notice it until I got to my destination and had finished unpacking, but I found that I was only given nine blankets, not a full dozen. It didn't matter because I had enough for what I was moving, but it was a bit annoying to discover.

FRANKLIN F. on

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Rosalia l. on

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MICHAEL S. on

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Bruce B. on

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Tara C. on

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It was quick

Diana r. on

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Please double check that the vehicle has heat n the defrost works. I took off and had to turn around n swap vehicles. Staff was very friendly.

Shannon P. on

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Reservation line said the location had cargo vans. Reserved one. Arrived at location and there was none.

amy d. on

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first off I started off by reserving a truck at your bosroad springfield for 11 a.m. and the woman on the phone said I could come in and pick it up after 11 so when I arrived to your store as i'll call it I arrived at 11:15 a.m. and was told when I checked in that one I was fifteen minutes late and they gave my truck away well it wasn't my fault that there was traffic and two come on really fifteen minutes and you give the truck away so now I call over to your west springfield locataion and askfor a 15' truck and I reserve it for 12:15 p.m. I get there and the girl gives us the keys and say it's in row I in the parking lot we go to row I and there was nothing there it took fifteen minutes to find it no where near where she claimed it was and then we find out it was a 10' truck to top it all off so now I have to go back in to the facility to get this all straightened out which took almost another hour because both people that were at the counter decided to both go outside on a coffee break and cell phone break and no one was at the counter now meantime we're burning daylight I have a 90 minute drive one way to get to my destination where I'm getting my stuff to move back to springfield and my driver really doesn't drive well in the dark and I only have the truck reserved for 6 hours and we wanted to be back while it was still daylight and we would have had boston road not given my truck away and made me go driving around for another place to get a truck which wasted two hours of my moving time so then now we come back from Framingham to unload the truck in the dark because of the boston road fiasco and we return the truck close to 8 p.m. now and I get charged a late fee for returning the truck late personally I think bhecause they gave my truck away at boston road that I shouldn't really be charged for the situation because everyone I dealt with that day basically said not my problem and were rude to me in person not so much on the phone but in person so you really want my rating on your service and my my experience this is what I thought of the experience with U-Haul it sucked and next time I need to move i'll use Penske or budget or even mayflower some one better than U-Haul because clearly no one knows what they are doing in the stores they couldn't even book the right truck in west springfield for heaven's sake the lot was practically empty as it was and you have the audacity to charge me for the mistakes

Patrice W. on

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richard l. on

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Kenneth G. on

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Excellent staff. Good experience. Very helpful.

Rick S. on

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This was the third time my pick up location was changed. Very frustrating.

Peter B. on

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Maryanne C. on

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I was given a vehicle on empty for gas and the vehicle was not fuctioning properly. the shift was sticky and did not want to shift. the cargo part of the vehicle was leaking so of course the day i rented the vehicle it was raining and some of my stuff got damp. hopefully, nothing was damaged. the vehicle was also shuddering and making noise and i was worried i break down on the highway. then to make matters worse i tried to drop the lemon vehicle off at another uhaul location but of course they didnt take it, because it said on my contract i be dropping it off at the uhaul location i picked it up at which i didnt know because no one told me on the day i picked it up that had to be done. im glad i didnt go very far since im not familar with this area. i probably should have read the contract more thoroughly. i have huge doubts if i will rent from uhaul or recommend uhaul to anyone.

derek m. on

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IVAN G. on

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Put something to refresh the interior

Christina D. on

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Jeanna M. on

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The General Manager was great. Personable, efficient and genuinely enjoys his job. Thanks for the great service today.

Kate C. on

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worst customer service i've received in my entire life. Would NEVER use UHaul or recommend it again. BAD from start to finish.

Brendon L. on

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Claudio B. on

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Move reception counter to immediate area of custumers main entrance.

Joseph K. on

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I really appreciated the suggestion to convert my reservation to make the pick-up and drop-off location the same location. It ended up saving me $70. You have earned my business.

Lisa R. on

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All excellent!

jeffrey g. on

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The Staff are helpfull and nice.

KAREN G. on

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Excellent, friendly, and speedy service both getting and returning the truck....as always.

Donald H. on

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PAVEL T. on

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JODI LYN M. on

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angel l. on

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Armand P. on

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Original schedule determined parts were not ordered. Parts ordered and tried to reschedule for the following week, despite being told when it arrived "we will get you right in". It took 3 hours to complete the project while I waited. What good is an appointment if to just drop off the vehicle, they knew I had to wait. I live almost an hour from the location. I won't use them again..

jeffrey g. on

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The previous person that rented the truck was smoker and made complete mess of the interior of the truck. I am allergic to cigarette smoke and had difficulty using the truck and had to have the window open. The days I rented it was bitterly cold. I do want to stress on the people that work there are professional and pleasant to work with.

Peter G. on

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Mike D. on

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Shaun A. on

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The rear door on my 20 foot truck was frozen shut with ice. It took me 10 minutes in 10 degree weather to chisel it opened. That should not have happened. The windshield of the truck was cracked all the way across horizontally near the bottom. And the snow on the windshield had barely been cleaned off. It was almost unsafe to drive. I had a reservation so they knew I was coming so I dont understand why I was given the truck in that condition.

john f. on

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All great, but a few undisclosed charges.

Markus K. on

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the gm and staff are rude.

Anthony S. on

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Josh v. on

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friendly and efficient staff. Could use better signage (drop-off mostly).

Merari B. on

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Excellent customer (counter) service!!

Charles H. on

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A courteous and professional staff made me feel confident of not only the rental vehicle but also out of the storage facility. I would highly recommend them

JEFFREY G. on

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helen k. on

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charles h. on

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sarabjit c. on

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Lindsey E. on

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Richard D. on

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Nothing wonderful people very helpful

Daniel P. on

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Sending customers out with gas less than full and expecting it to be returned the same is difficult and not the best system for the customer. Is it the best for UHaul yes!!!! I sent my truck back with $15 more in gas and was screwed!

Bryan S. on

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Great customer service. So friendly. I always pick this place even if its slightly out of the way.

jeffrey g. on

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The staff are pleasant and helpful. I will rent again.

brenda r. on

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CRISTINE D. on

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Young man was incredibly helpful, polite and knowledge able.

Andrew Z. on

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julius d. on

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Your personnel (both were women) at pick-up and drop-off were very capable, very good and very nice. Julius

Bob R. on

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DON H. on

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The truck was dirty inside and out. Food particles in the drink holder, bed had metal pieces and broken zip ties in the bed of the truck and the inside smelled like smoke. Very lazy employee that doesn't do their job. Regular customer but NO MORE

CHRISTOPHER R. on

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In my opinion U-Haul is the absolute worst. I made a reservation for a 26 foot truck or we can advance in Auburn Massachusetts to be picked up. The day of I was instructed pick it up at Sturbridge Massachusetts they intern told me that the truck was not there and I had to drive to Springfield which was an hour out of my way so I went to Springfield while in route they Rented my truck so when I got to Springfield mass the truck wasn't there they intern sent me to West Springfield another 30 minutes out of my way so you tell me what kind of experiences this is bullshit. When I called customer Service I talked to Erica who is the absolute worst customer service representative anybody could ever hire did absolutely nothing for me was cocky and very arrogant and didn't care for my concerns at all in fact I'm pretty sure she's responsible for me running all over to get the truck so this is how my day went I drove six hours from Pennsylvania to Massachusetts to pick up a truck that wasn't there at 4 o'clock I didn't actually pick the truck up until 730. I had to leave my pick up truck there because the place was going to close so I drove all the way back to Oxford which is an hour and 30 minutes from my location drop the truck off got a ride back to pick up my pick up truck and drove back again . And what compensation that I get from U-Haul absolutely nothing which is what you'll get from me from now on I will never ever ever ever ever rent from U-Haul again and I will be spreading the word on Facebook and to all my friends about the bad experience I had with U-Haul Thanks for nothing

ramsey n. on

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Ratchets too rusty

Stanley Z. on

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Staff helped me call a cab after dropoff, and alerted me when the cab arrived. Most helpful.

Konstantin S. on

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Friendly Staff

hung h. on

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Patrice W. on

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Jeffrey L. on

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Maybe a bell on the door? I arrived very early for the pickup, and the agent who checked me out had no real way to know I was there while he was off attending to other duties.

Mathew N. on

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I had not heard anything from the office prior to delivery day which was confirmed via email. When i called the office Jackie tried to tell me they couldnt deliver on the day i needed because "she was in VT". Thats not acceptable. I told her she needed to deliver on the day needed, left a message to have her call me to confirm delivery and never got a call back.

CHARLES R. on

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Every person I dealt with was very nice and helpful in making my pick up and drop off really easy. Kudos to the staff !!

CARMEN S. H. on

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Excellent attention and fast... I recommend uhaul for everyone....

Donna F. on

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Dennis C. on

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Need. More sales people. Longer than expected wait to check out 4people ahead of me took a while only 1 person working at register. Other than that. Excellent Service

Steven R. on

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DIANA R. on

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Alagappan M. on

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Brian D. on

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STEPHEN F. on

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GM and retailer service rep were quite helpful

Dennis W. on

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The clerk that checked us out did not accompany us to the vehicle to inspect it or to ensure we didn't have any questions as we got started. We did find one damage to the vehicle that was not marked with your cute circle-X and I had to go inside to get the clerk to point it out to him. He didn't have any of the circle-x stickers and said he would note it when he got back inside. I don't know if he did although when we returned it no mention of the damage was made.

ALAN B. on

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Uhaul website scheduling is horrible. I have had multiple experiences where I schedule pickup at one location and get assigned to another. Then when I tried to change it the website didn't work. When I called to get it changed the 4 different people I was transferred to were nonchalant and one was downright rude. And none of them could help. When I changed the drop off location I was charged twice what I normally pay. I'm letting all my friends know how horrible the whole Uhaul experience is every chance I get.

Greg W. on

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The covered box trailer I rented was old and very worn. The door latch opened on the road twice. the hitch was worn and could not be made tight to my receiver. The drop off experience was very poor. I dropped the trailer off after hours and did as I was instructed. I left my contract in the drop box which was so full that contracts were sticking out the top. I got a call the next day asking why I had not returned the trailer and eventually it took me 2 days and several phone calls to establish that they had actually checked the trailer back in. I would not use the West Springfield MA location again!

rosario m. on

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john k. on

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robert r. on

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In contrast, U-Haul services (policies and personnel) in Springfield MA are the WORST !!! This West Springfield location provided top-rated service in all respects, including personnel courtesy, professionalism, product knowledge and overall helpfulness.

John S. on

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Robert M. on

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Thank you.

Jason C. on

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My service provider was excellent. A hard worker. Unfortunately, I don't recall his name. Younger caucasion gentleman.

Brian L. on

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William M. on

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lori b. on

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Todd H. on

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Michael J. on

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When you make a reservation, you get vehicle you request at location you request especially since it was done a week in advance a planning could have been done. I did not get my vehicle I reserved and was shuffled through 4 or 5 locations before I finally picked up my truck not happy with Uhaul's overall reservation system, might not recommend to friend. Seems all locations work independently and can not team up to help serve customer

Ashley L. on

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N/A

Louis D. on

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The needs to know more about the moving helper program so they can better inform the customer about the service

Thomas L. on

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Michael M. on

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I sympathize with the one employee working at the location. One person can only do so much. The truck I received was in poor shape and with over 100,000 miles I can understand why. It had a warning light on for a new oil filter according to the location manager who siad he had added 4 quarts of oil already and it needed a new filter, but it was OK to go. The truck has a front end problem and needs something. Maybe a front end alignment, shocks, etc. It vibrated so much I could not tell if traffic next to me was in the lane next to me or the second lane over. It also lacked power and certainly consumed fuel. I was not going up significant hills and your fuel consumption meter was frequently in the red zone for much of the trip.

Eric M. on

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I had to wonder around the yard seeking assistance, even then staff acted as if I was imposing

Joshyan R. on

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Anthony L. on

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Cherilyn S. on

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There don’t seem to be enough employees at this location. For both van rental pick-up and return I walked into an empty office. In the morning, there were 5 customers waiting before me and no one had seen signs of an employee. Eventually it became apparent that there were 2, but it took me over half an hour to pick up a vehicle even though I had done the pre-check in online the day before. Returning also took longer than necessary because I had to search around for an employee, who seemed to be working both the outside lot and service desk alone. This was all on a Saturday (9:30am and 5pm), which are times that I suspect there are many rentals for in-town moves and the location should be well staffed. The vehicle was acceptably “clean” for a cargo vessel, but it smelled like stale cigarrette and dirty vehicle. Would I recommend to a friend? Well, I suppose this UHaul location’s services aren’t worse than other locations, but in a modern world of Zipcars and express check-in/ check-out for rental vehicles, it really feels like UHaul hasn’t kept up with the times.

David P. on

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NATHAN D. on

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Harold B. on

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yen s. on

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Jeffrey C. on

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michelle p. on

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The mileage recorded was incorrect, the gas was at one quarter of a tank. We ended up paying more than anticipated and even for gas for 11 miles total. This was not resolved to my satisfaction and I will not go to this location in the future.

william t. on

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Brian M. on

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ALBERTO M. on

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chandra r. on

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Helpful

Danielle A. on

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robert w. on

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terry g. on

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Somarie R. on

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Amazing team, friendly and great location

maureen k. on

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BEST customer service, very satisfied with the West Springfield U-Haul. It was a very smooth transaction, especially with the stress of moving.

Rosa J. on

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Very polite staff and quick service

Charlene H. on

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Kevin Z. on

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Best, most efficient and helpful customer service I've ever had at a Uhaul establishment- this branch does it right.

Bob R. on

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Find more helpful people like the girl who checked out the trailer I rented.

Colin T. on

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The guy did not greet us, was rude and did not explain truck. He went thru the tow dolly really fast and didn't even show us how it worked. This was not the location I chose to pick up and would have liked the one I chose. The truck was older and sounded like it.

ROSA J. on

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Barry J. on

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I will never rent a uhaul ever again

Raymond H. on

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The truck had broken mirror. Staff was very rude and not accommodating at all. I was charged for mattress pads I never received. The staff did not want to be bothered with the return. Said to leave it and he will bill us later. Very lacking in customer service.

JENNIFER B. on

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Bert A. on

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I experienced many problems, none of which reflect on the staff of the U-Haul agents, all of whom were very helpful. The problems were caused by systemic errors in the U-Haul system. The system requires delivery drivers to contact by phone the phone number listed on the contract. I live in CA and arranged for delivery of an empty U-Box in MA. I provided my only phone info, a land line in CA. The delivery driver in MA could not contact me in CA since I was in MA to load the U-Box. The contract did not alert me to this issue. I assumed that since I had contracted for delivery the box would be delivered. Only after many hours of phone tag with the MA agent and the driver was I able to get delivery of the box at the very end of the agreed date. The delivery of the loaded U-Box in CA had similar problems compounded by the fact that the U-Haul agent's phone was continuously busy and I could only get the answering service. Also the driver did not have a phone. Again many hours were wasted in phone tag. Then there is the issue of the contract dates. The initial contract e-mail I received guaranteed an arrival date at the CA agent of Sept. 18, 2017. ( have the e-mail to verify this). The U-box should have been delivered to my home address on Sept. 19. It was not delivered until Sept. 29, 10 days after the guaranteed delivery date. This also caused an additional months rent on the U-Box. All in all, I am extremely dissatisfied with your service.

Jay R. on

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I do not want to receieve further e-mails unless vitally important because I am trying to pack to put things in your facility. Thx for co-operation

Barbara K. on

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everything went well, I was happy with service and rental

Elinor J. on

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Kenneth H. on

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None that I can see. ??. From start to finish great service ??

KEVIN D. on

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James was helpful and knowledgeable. Process was quick and easy

Danielle A. on

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Excellent service

William E. on

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Excellent customer service...thank you

ELIZABETH S. on

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Irene T. on

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Would not recommend Uboxes. Week late on delivery. Can`t track boxes other than in transit. Didn`t receive credit for late delivery.

PAUL V. on

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I called customer service to make a trailer reservation and literally spoke to the 2 worst people in my entire life. The first was "Debbie" and she just acted like she knew exactly what trailer I was trying to get and just wanted my card info to get the sale. I asked if my info from my last rental was saved in there and she said yes, then asked for my card info immediately to make the reservation. Then she sent me to dispatch... The woman on the other line told me there was only 3 trailers like that in the whole state. Mind you I was only looking for a 4x9 or 5x9 "motorcycle trailer" the most basic one you have. I told her I've seen the trailer I need at every U Haul and she goes "NO, NO YOU HAVEN'T." So then I was like "trust me she must've reserved the wrong type of trailer then" then she said I had to go to Manchester, CT to get it which I wasn't going to do. So I drove to the West Springfield location just up the road from me and Anthony was GREAT. He knew exactly what trailer I needed for the job I was doing and got it all set for me quickly and professionally. You need more people like him. The 2 on the phone would be FIRED if I was their boss. Fix your phone line customer service

Seth P. on

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Great experience renting a 26' truck for an in-town move. Fast transaction and informative staff. Would recommend for any moving needs. Store also has any moving supply you could think of.

ABDULLAH M. on

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AURELIO L. on

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peter s. on

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Nothing really. Your employee, Jackie, who was my contact and delivery driver is a jewel. Good communication skills, good follow-through, and a killer fork-lift driver!

Sarabjit c. on

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Very good service staff is excellent

SHADY F. on

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jonathan s. on

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Tony and Daritza displayed excellent customer service. I was pleased with my experience at this location and will chose to come back in the future. Thank you!

Mike G. on

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Made a reservation days in advance to pick up a filthy truck nearly empty on gas. No tags in place for the pads and dolly in the back and a difference of an 1/8th of a tank between the paperwork and what was actually in it. Once in the truck all I could smell was old cigarettes. Under the seats were empty drinks, an empty cigarette pack and spilled liquid stuck to the floor. There was ash and filth all over the dash. Once I began loading I realized the green tags were not in place. The back of the truck was not swept at all and it too had dried liquid spilled on the floor. I did use the pads but as I was packing I noticed a foul odor emanating from them. I understand it's an old vehicle with 130k on it but the service stickers were stamped last august 2016. I would say that vehicle definitely has something loose in the front end. What is the point of a reservation if they're not cleaning and gassing up their vehicles anyway. I point out my issues to the "General manager" upon my return and he starts arguing with me using inappropriate language, tells me he marked the paperwork at a 16th tank of gas when the piece of paper in my hand clearly reads a 1/4 and says those service stickers fall off the side of the truck. When I ask him to escalate my concerns to customer service he insists I'm be an "irate customer" and calls the police on me. What did I do to deserve to be treated like an inferior person to him. Who is he to treat your customers like garbage?

Dennis L. on

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We hope it gets pickup onsept.11,2017,keep up the good work.

Michael C. on

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Staff was unresponsive to our requests and never returned calls.

cristian r. on

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Jeffrey M. on

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Horrific service to have them delivered. I recommend against using the u boxes, and have trouble understanding how something marketed as being a convenient moving option could be so difficult.

Rahul K. on

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Hi, I scheduled the ubox on Sep 3 10:00 AM but due to long weekend holiday it got moved to Sep 5th 5:00 PM. The Uhaul west springfield Manager was helpful to help me out the next day on the move.

kirsten l. on

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The service i experienced in person was excellent. The experience i had on the phone with Uhaul ( not the location) was so terrible. I will not be using Uhaul for any moving services and would not recommend them to anyone.

Derrick G. on

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The guy that me was great did a great job was a lot of help

Pamela C. on

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Daritza and Jeffery were both very knowledgeable and helpful.

Charles K. on

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What an awful company and terrible business model. I will never use this company again nor recommend them then to anyone!

ORLANDO P. on

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I had to wait 45 minutes to get service and around the Chicopee Memorial Drive location I made reservation I wait an hour nobody came open the store the store supposed to be open at 7 and I waited to 7:45 now the employee showed up to open I got transferred to the U-Haul on Union Street

Benjamin M. on

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I just want to say thank you. This experience exceeded my expectations. Both gentleman who checked me in/out were professional and quick. Truck worked great and it's nice to say uhaul was one of the easier parts of our move. Again, thanks and I would recommend you to anyone who asked.

Joseph P. on

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Staff was great, especially at dropoff.

Ana L. on

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Even though I pulled up as they were closing I received courteous help

joe s. on

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EMMAH W. on

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pat t. on

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John C. on

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Jackie, the delivery person, was wonderful to work with. Thanks!

BRYAN C. on

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Thank you. The process was quick and easy and Jeff made it simple

Will P. on

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Excellent customer service, I will recommend this location to anyone who's moving.??

Jonathan C. on

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The agent was the rudest. I kept trying to ask a question about pricing ad he was just a bully and acted like it didn't matter. Got charged an extra 37$ because he didn't explain things to me like I asked. I'll be filing a claim trough the better business beareua. Would never recommend this place due to it.

William S. on

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lisa h. on

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JEANNOT B. on

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Usually really good. Jeff is always great but he wasn't there when we returned vehicle - one person on duty with NINE customers in line. Took nearly an hour to check out.

William W. on

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Everything was excellent. We initially went to Westfield Locatuin on Springfield Rd. Was told there was nothing except a pick up truck. Was not very helpful at all. I called UHaul and was told we could get a 10 foot truck at the West Spfld site. The woman on the phone was very nice and accomadated our needs. We will go to West Spfld in the future. The staff at Westfield wasn't any help at all. They did tre commend us calling another site. I did that i my own.

Daniel W. on

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Christopher S. on

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always more staffing if possible.

Jonathan B. on

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I was told I could waive insurance on phone...when I got there I was forced to pay because I didnt have copy of policy, never told I needed this!!!

Kimberly K. on

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I ordered at 6pm on Friday, the boxes were at my house by 10am the next day. It was such a great, easy experience. I couldn`t even get other companies to give me a quote that quickly. Thanks U-Box!

SHARON M. on

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Tobi B. on

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I had originally called and spoke with a representative at your Northampton, Mass. location and reserved a car trailer to be picked up the following morning at 7:30. Unfortunately when we arrived, we were informed that they did not have a trailer for us to rent and then the representative called the West Springfield location and they were able to accommodate our needs. This unexpected situation made our day much longer than it needed to be and could have been avoided if the person I spoke with would have just told me that they did not have the trailer I needed. They did contact the other locations to see if they had what I needed but at the expensive of additional running around. The gentleman at the West Springfield location was kind enough to give me a discount on my rental for my inconvenience which I sincerely appreciated.

Stephen W. on

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They gave me a truck with 5/8 of a tank

THOMAS N. on

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No suggestions. Staff was great, trailer worked perfectly. Thanks.

Kevin B. on

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John L. on

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There was a 20 minute wait upon arrival; three other customers in front of us, and only one employee to process paperwork and get everyone moving. Another person behind the counter would have moved things along nicely.

lucia a. on

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The West Springfield staff is the best! I felt very comfortable with everything, from the trucks to the storage to their prompt care when I had a flat.I`ll recommend them to everyone.

Michael C. on

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Poor customer service. No communication on scheduled window. Our requested pick-up date was NOT honored and changed the day before delivery. No follow-up on numerous calls.

Stephanie L. on

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There was a failure to answer the phone, I was on hold for 15 minutes, and only one person could handle the boxes. This made is impossible to get my items early.

virginia d. on

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You can have a professional person at the counter and have our truck waiting per our reservation.

Patrick D. on

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Daritza and the entire staff at Union street exceeded our expectations!! Daritza was efficient in processing our paperwork!

danilelle b. on

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I have never had so many issues with a company than when I used uhaul ubox twice for moving cross country. I will now tell all of my friends and family to avoid it like the plague.

Crystal L. on

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the receptionist was not warm or friendly. she was not helpful, and i arrived to pick up the trailer at 1055, the appointment was for 11, she said nothing and changed the return time to 1030 the following morning without notifying me at all. i would have waited the 5 minutes to check it out had i known. just not very professional nor did it encourage my return.

Tom D. on

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I am profoundly disappointed in the customer service I received from Uhaul. Headches, delays, frustrations from start to finish. I would never recommend this company to friends or family.

KESHAB S. on

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Ur really good but dicreace or keep low milage is too high thank goodness

Eileen S. on

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BELKY R. on

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Veronica S. on

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I made a reservation online about two hours before I needed the equipment. When I arrived at the location I was told the reservation couldn't be honored because the vehicle was in the shop. There was no walk through our review of the vehicle before I was given the keys, after signing a contract, which I thought was customary to avoid fraudulent charges. Although I was given a comparable vehicle, I was overcharged by almost $40 and was told, unless I could have the associate fix it himself, I'd have to wait 3 business days for the general manager to review the contract and make a determination. I managed to have the associate try to fix it only to find that I was charged yet again on another receipt that was emailed. I hope they honor their word that I will be refunded in full for the whole situation. Pleasant individuals but less than mediocre service.

Caitlin D. on

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Great and convenient drop off procedure!

christa b. on

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Nothing, the whole experience was great!

Antonielly M. on

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jongil l. on

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Excellent service!

Jodi Lyn M. on

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The clerk could have been a bit more friendly and welcoming. She seemed annoyed, or bored... But overall I have always had a good experience at thos location.

Michael S. on

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I made my resavation at the Chicopee MA store and wanted to pick up the unit there becuse it's close to my home. When I called I was told I would have to go to west Springfield to pick it up. Person on phone gave me a story about how someone made the reservation before me. I made it a week before. I also payed for an extra day and returned it and didn't use the extra day with no refund.I also purchased the hutch at this store. After spending almost 500 dollars with your company I would expect to receive what I ordered and able to pick up where I wanted and not go out of my way which cost me time and money. The girl in west Springfield did her job good. If you don't have the item at the store then you as a company should notify the customer and make arrangements to satisfy them. I was NEVER NOTIFY.

linda l. on

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Brian C. on

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Follow up with your customers!

John N. on

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First the gas was 1/4 tank off from what the contract said had in the truck. Then I paid for a hand truck and I get to my house and open the back and there's no hand truck. Lastly, and the most frustrating is I was charged for 220 miles of use when I only drove 90 miles max including picking up the truck and dropping it off which made it double the amount I was billed.

Kendra S. on

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I was charged for an extra day, I have tried to call uhaul customer service but have been on hold for a long time.

Jerry M. on

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In the past I have rented from the Westfield facility, not knowing how much more rental equipment West Springfield has. West Springfield is so much better and the service was great. In the future I will be going to West Springfield. Thanks.

Leh Sheng T. on

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My contract number is 28161075, and my name is Leh Sheng Tang. I reserved a U Haul cargo van online on Monday, July 17. But I received phone calls twice on Monday afternoon and Tuesday noon to pick up the rental at two different locations. When I called back to those locations to confirm, no one was able to tell me what was going on. One location (Birnie, Springfield, MA) even told me that he was not in front of a computer, and he was not able to confirm anything. But worst of all was when I finally went to pick up the car in West Springfield, MA, the process took a much longer time. When it finally got to the front of line in West Springfield MA, twice during the process, the computer was down, and we had to wait for the computer to recover. I also had to reenter the information and swipe my credit card several times. Since I had already arranged people to help loading, I was not to able to wait indefinitely. I asked for some compensation for the time wasted, he (Jeffrey) denied it. I asked to speak to the manager, he (Jeffrey) said he was the manager there and told me to talk to the branch manager when I returned to rental. Also during the process of entering information, he told me that according to his computer screen, I had to return the car to Indiana, PA. I told him that I was moving to Philadelphia and I had already entered online when I reserved the car to return it in Philadelphia. Indiana is at least one hundred miles away from Philadelphia. It is ridiculous to ask me to return the car so far away. (The final document printed was correct. But that manager insisted I had to pick a location in Indiana during the process.) Anyway, the process was not pleasant.

carol c. on

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IMPROVE YOUR WEB SITE AND CUSTOMER SERVICE PHONE REPS.

LUIS E. on

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DEREK B. on

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Hire somebody who cares about his job and at least makes an attempt to show good customer service. It was very obvious that the site manager just didn't want to be bothered with customer issues or even make an attempt to at least be courteous.

Victor C. on

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Mitchell D. on

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MEGAN P. on

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I'm sure this location is just fine. The issue was that we were told we had the uhaul for 24 hours and made sure to return it within that time frame only to find out that the fine print does not actually allow for 24 hours which resulted in an additional days charge which we did not even need. We felt mislead and upon calling to discuss the billing issue was told nothing could be done.

Harold A. on

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Julie R. on

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We rented a motorcycle trailer. It was Fast, Easy and affordable.

Daniel J. on

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Digna F. on

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DAVID C. on

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I called the location on my way there & was told a 10' truck was available. When I arrived 5 minutes later, it was not. I was told the rep I spoke to on the phone was a central number & was not at the location. I was told a 10' was never available. I had to rent a 20' truck instead when this size was not needed. If I had more time, I would have gone to a different location. Any way you can improve the communication & location inventory would be much appreciated. All staff were great.

Joe C. on

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Kellen D. on

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Anthony was great!!! I`ll be recommending him to many people with storage needs!

HERB H. on

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RAFAEL D. on

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marck s. on

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Emily T. on

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I have had an absolutely horrible experience with Uhaul. Their customer service at the store and beyond has been abysmal. Promises go unkept, no one will return a call. Over a week after I rented a truck for five hours I am still having to make phone call after phone call after phone call to try to get a major issue regarding a charge made to my credit card resolved. STILL NO RESOLUTION, NO HELP. HORRIBLE EXPERIENCE.

Nancy C. on

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No manager on site on a Saturday when most people move. Had to wait over an hour. Counter person claimed he was there at 6am. somehow never got around to logging in vehicles.

James C. on

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Customer did not leave a comment.

Ashley T. on

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Exelent work

Michael P. on

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Need more counter help on a busy weekend. Great people and they were working hard!

Nancy L. on

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Very pleasant; easy to access- I would recommend this company

KAREN M. on

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When checking out the truck we were not given a walkaround by the clerk. There was damage to the truck that we did not notice until the next day and I came back to the rental dealer to point out the damage and let them know we did not do the damage.

paul b. on

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Customer did not leave a comment.

Joseph P. on

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The only saving grace from this experience was the customer service rep who helped us when we got there. We had made a reservation online but when we went to pick it up, there WAS NO TRUCK available for us. We originally requested the Westfield U-Haul location (since that's where we were moving) but we were never told that it was West Springfield. Tried to call Westfield, but got transferred to a corporate rep who knew NOTHING and told me I was all set for my 5pm pickup in WEST SPRINGFIELD... and then we went there and there was NO TRUCK. I'm baffled by the whole thing. At least the rep in West Springfield did everything he could to get us a truck even though it was more than we needed and came with a stipulation (had to have it back by noon the following day even though it was supposed to be a 24 hour rental). I will not be using U-Haul in the future or recommending them to anyone else.

bruce r. on

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Its all good.

mary m. on

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Customer did not leave a comment.

mary m. on

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The truck I was scheduled to rent was checked out due to the amount of time spent searching for my U box, and I then had to rent a huge U haul instead.

Traceyann B. on

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Nothing, This was the first Uhaul place that actually let's you do everything online and through yor smartphone once you get there. It was amazing, fast and I would definitely go again to this location and tell everyone I know about their service!

Wayzaro M. on

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Lighter dollies

mike t. on

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Customer did not leave a comment.

Luz P. on

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I didn't see anything to improve. I was well taken care of. Customer service attendee was very polite and pleasant to talk too.

Shannon T. on

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I'm really sick of the constant emails. I don't need 5 emails from uhaul in 24 hours.

clifford h. on

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The service was excellent. The vehicle we rented was great and the storage environment felt secure and comfortable. would have preferred more light in the storage unit.

Mary F. on

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I`m surprised by all the room in that one box!

Michael D. on

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Ms. Jackie was extremely pleasant and friendly employee. She is a wonderful person and a asset to U-Haul.

Michael D. on

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Ms. Jackie was very courteous and extremely helpful is our U-Box delivery.

korin h. on

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I was very pleased with the services and the information about the services and instructions were detailed and clear.

Paul T. on

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Tiffany did a fantastic job under tough circumstances foul weather, slippery conditions

Steven S. on

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The staff is helpful and willing to work with you if need be.

Michael G. on

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Delivered on time, but wish the boxes came in larger sizes.

shane c. on

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I was not told I needed insurance. The guy did not know how to imput my commercial ins in the Uhaul System. The guy was talking over and kept repeating the same thing.

Wayne N. on

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best uhaul location i have ever used.

Lamont T. on

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Very professional and knowing that your belongings will be secured 24 hours plus the cleanness which I`m very big on..

norman g. on

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You should have top bottom door latches not secure enough. Tie downs on the wall are to few and far between. Should be some high a d low also. Otherwise okay.

Ellyn P. on

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The woman who delivered and picked up the boxes was professional and very courteous. She was a great ambassador for your company.

KATHRYN B. on

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Often when I arrived in the store I could not locate an employee. I had to walk around for several minutes before finding someone. Frustrating for just a quick supply run.

joe h. on

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The service was excellent and everything was done in a timely manner.

MARY ANN L. on

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The facility was very well maintained and was easy to access and the customer service was excellent.

Ramesh A. on

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Everything went well except that the pickup was a few hours later than expected.

SUSAN L. on

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I would NOT recommend hiring the Uhaul movers. One man was very diligent, capable, and worked hard. The other man was pretty useless and occupied his time with doing as little as possible.

Kristie S. on

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You lost our boxes for 3 days. 3 people said they would call back and didn`t. Another 4 days to track down the customer service rep. She was rude and 2 hours late for the delivery. Complete disaster.

MARGARITA S. on

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I would definitely recommend U-Haul to my friends. I can`t recall the name of the young man who assisted me, but he was very nice and professional. Thank you!!!

Cassandra L. on

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ATROCIOUS! Jacqueline Stanley should not have a job after what she put us through. I will never use U-Haul again.

KATIE B. on

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Great experience! Thank you all very much.

Ron L. on

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very good

DOUGLAS F. on

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Cleanest Storage facility I`ve ever seen. The manager Chris was very helpful and I`m glad I chose this location over the other options.

ROBERT J. on

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This place is luxury! Other facilities are run-down compared to this place. And, this facility seems far more secure.

lynn m. on

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Our driver,Jacquie, was extremely competent and gave us wonderful service! We give her 5 stars!

EUGENE H. on

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Chris was very helpful.

JUSTIN S. on

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Upon closing my unit I asked for a yearly statement, he said he`s got it, while cutting me off while giving me the wrong paper. He took my email said he would email today but didn`t.

laura p. on

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delivered and picked up right on time. box was easy to load, no stress...excellent

WILLY C. on

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Thumbs up

KENDRA C. on

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This company loves to advertise promotions on their website and then find loopholes to not allow customers to take advantage of those promotions. Very frustrating as a customer.

JOANNA N. on

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Great experience

MARK B. on

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Excellent all around. Return customer. One of the nicest facilities around.

JUSTIN S. on

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Manny was great and the place was extremely clean! My unit in Rocky Hill CT though a different company doesn`t charge and if they had climate controlled units I would have just went there instead.

JD B. on

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I am going to tell my fellow Vet`s never to use U-Hall due to U-Hall lying and refusing to returning money!!!!!

RYAN D. on

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Outstanding customer service from the second I walked in the door.

BRETT K. on

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Good

WILLAIM E. on

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Very helpful staff…easy to set up rental of a truck storage unit.

JAMES P. on

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I worked at UHAUL in Springfield, MA years ago, so I noticed everything about this new facility. It is perfect! GM Chris Rivera is doing a great job.

PRECIOUS D. on

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Chris was very patient with me he is the best person to work with in me moving explained everything to me. Thank you very much Chris for your helping me in my move.

deyane h. on

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Very good

PRECIOUS D. on

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Chris was wonderful and helpful.

Jason P. on

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Waited three hours at location while the employee tried to take a payment and give us my boxes.

Jason P. on

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This experiance was a nightmare, nobody knew how to take my $3500 payment. Arrived at 9am per staff but the boxes were not ready for unpacking until almost 1pm.

ANGEL L. on

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We arrived late to get our unit and he stayed open an extra 15 minutes to allow us to unload everything. Really nice guy.

hassan k. on

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Thanks

Sreenivas A. on

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staff is very helpful

rich m. on

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Chris is better than amazing.

Sreenivas A. on

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Movinghelp Staff are excellent

KEILLY R. on

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ok

KATHLEEN R. on

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Poor service and the store needs more help i would never recommend any of my friends or family the rates are to high and the trucks need alot of work altogether i spent over $250.

hassan k. on

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The best experience I have ever had.. I took me 2 month to reserve.. thanks

MANOJ S. on

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Staff was good and competent and no hassles except few extra mins spent in entry into system. Chris help was excellent.

michael e. on

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Fast and courteous

Angel L. on

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Excellent

MICHAEL H. on

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Everything was good.

JULIA B. on

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Horrible customer service at the Springfield store. The store would not return my calls and delivered my boxes late. I will never use U Haul again!