Checking out rental was lacking my attention. Wasn't interested in my complaint with condition of pads(wet) and missing two out of 6 pads.Jeffrey C.
Customer Reviews for U-Haul of Northampton
Northampton, MA 01060
(I-91 Exit 21)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane pay at pump
- Propane exchange
- 24 hour customer return
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Customer did not leave a comment.Stephen T.
Excellent experience!Michael B.
The employee I spoke to at drop off was very friendly, and took care of the drop-off process for me rather than having me complete it on my phone, and I really appreciated him for that.Jessica F.
Fire the manager for his poor additude toward customers, expecially ones that are loyal uhaul, with a history of renting and with reservations.Gary M.
I have a lot of issues with how my uhaul rental went. I'm not the person to know or be brave enough to ask for a discount but I wished I could because I sure believe I deserve one. Firstly - the day I rented my uhaul van the computer system was down. The employees said it was ok to still rent to me by taking down my info on paper. They promised to call me to confirm as soon as the system came back online to let me know they ran my credit card, and verify that they shredded my card number and DL number. THEY DID NOT DO THIS. I was left in the dark. I called many many times and spent at least 2 hours on hold. When someone would finally answer it was unclear whether I was speaking with Uhaul of northhampton or a corporate office. Nor was anyone ever helpful or clear about what was going on. secondly The final total on my receipt was TWICE AS EXPENSIVE as I was told it would be. This is extremely upsetting. I was told directly on the phone upon extending my rental that the final cost would be around 560 dollars. This was perfectly within my finances. HOWEVER the total was nearly 1100 dollars! This is completely unexpected and NOT within my means. Additionally the person working when I returned the van was standoffish enough that I wasn't able to manage to ask about clarifying any of this. I chose uhaul primarily for the price point but I am extremely displeased with my experience and the cost was not at the pricepoint I expected. If there isn't any resolution on this I'm very very unlikely to go with Uhaul again. I wanted to like uhaul as an option but it was kind of a nightmare. I also found my mover assistance through uhaul (I chose the one with the best reviews) and they did an absolutely terrible job, whilst pandering for a five star review before they were even done. They will be receiving a 1 star review. They left after 1 hour despite that I payed for 2 hours. And I was shocked by how they "packed" the van. I had to REPACK everything so that I could finish what they didn't pack and so that my fragile items wouldn't have been destroyed driving. I assumed I could trust who uhaul suggested but that was a major mistake. I don't have the time to be upset about this shit, but this whole process was very hellish.Gabriel H.
Vans should be checked for full gas before the customer drives off. I didn't check the gas gauge until i went to the Northampton Walmart parking lot. which is right across the street for the U-Haul. I noticed the gauge was under the Full line. I drove the van around 65 miles and had to pay for 7 gallons of gas which cost me $20 dollars to really fill it Full.Robert P.
The guy was efficient and professional but a little curt.JANET R.
The Fuel was on E when i picked up the truck i had to put in 15.00 to do what i needed to for my move. So you guys made out.Todd S.
Customer did not leave a comment.Todd K.
Drop off location was excellent. I would 100% use them again. Well trained, very helpful and just very pleasant to interact with. Northampton location was fantasticAidan B.
Customer did not leave a comment.Ashley B.
Nice staff quick in and outSteve S.
The cabin of the vehicle was not adequately clean, especially given the Covid situation. But what is especially irksome is not this location - it is corporate behavior. I have already previously responded to a feedback request and I gave negative feedback and posed a question and have gotten zero reply from U-Haul. If you want feedback either take it at the depots or respond to your damn electronic feedback sites. I am super disappointed in the corporate attention because it asks for feedback then ignores it.David P.
Customer did not leave a comment.Barry M.
Customer did not leave a comment.Kevin N.
Customer did not leave a comment.allyson Y.
Sales person was very efficient and professional, and explained rental and insurance options clearly.Warren M.
Customer did not leave a comment.Jonah G.
Customer did not leave a comment.PETER P.
Customer reps were excellent. Very friendly and helpful.Seweryn K.
The mobile app didn't work. It didn't recognize me as being in the correct location. Otherwise, service was pretty quick and efficient and check in was easySETH W.
The man who helped us, I cannot remember his name, went above and beyond. Give him a bonus!Robert C.
Austin had me out the door and in my truck in less than 5 minutes! He explained everything clearly, pulled the truck out for me and fixed a missing light cover in the back. Outstanding service!Micah W.
Customer did not leave a comment.Hilary B.
Customer did not leave a comment.Michelle V.
It was very disconcerting that your employee was using their personal phone to take pictures of my license. It was also really weird that your employee had to see my phone ring. What's up with that? I'm very unhappy about both those policies. I've been doing business with your company for decades 10+ years with the same number. Not even sure what seeing the phone ring gets you besides irritated customers. What if I forgot my phone? I drove 30 minutes for the pick-up would your employee refused to rent to me? Definitely looking for someone else to do business with.Tyler B.
I had an incident with the spring on the driver's door being so strong that it pulled the door out of my hands when I was opening it and went into a neighboring truck such that now I am dealing with an accident report. My suggestion would be that the springs be adjusted to not be so strong or that you attach rubber bumbers on the doors so that in the event that they go into another behicle they don't cause damage that will end up costing a lot of money.Susanna W.
Both pick up and drop off were with friendly and helpful personnelJohn C.
My service and experience in 4/1/21 was excellent. Thank you to both the woman I spoke to on the phone and the man who hooked up the trailer and kindly and professionally handled my pick up and return.DESIREE B.
Attendant at equipment return was not wearing mask. Attendant at pick up was. No issues on pickup end.Kevin D.
Customer did not leave a comment.Lizmary C.
The employee who helped me with my paperwork and hitching up the trailer (Austin) was incredibly rude and dismissive. Someone double booked the trailer and he immediately tried to bully me into returning it 17 hours earlier than my reservation. When it came time to hitch the trailer to my vehicle he was very much in a rush the entire time and was walking away before I could even finish looking at the trailer for damage/function. When I noticed a rest clearance light and mention it to Austin he turned around as if I was bothering him. Only to tell me that he sees this trailer everyday and would know if there was something wrong with it and then walked away again. So my options were either not move like I was planning or take a defective trailer that doesn't meet standards set by the law. My experience dropping it off was very pleasant, there was a very nice lady that helped me and finished my paperwork. Because of Austin I will never return to this location and I will never recommend anyone to either, I'll recommend they stay far far away. I have rented several u-hauls in the past and this has been by far the worst experience.Adam M.
Such wonderful and friendly staff. So accommodatingDonna S.
Customer did not leave a comment.Nicholas H.
Customer did not leave a comment.Ashley T.
Customer did not leave a comment.Olivia M.
Very friendly, helpful staffSHELDON M.
Customer did not leave a comment.Corey T.
Customer did not leave a comment.Adina F.
Website was very cranky for me, but folks on the ground at Northampton were stellar!Frederick P.
getting ahold of someone on the phone took a very long time. Otherwise it was a very pleasant experience. It was helpful when the guy put the trailer on my vehicle for me and took it off when I returned.Mary F.
General manager Austin was extraordinarily rude throughout the check-in processâ€” I have worked in customer service before and know it can be hard, so I always go out of my way to be extra kind to people in his position. Unfortunately he was determined to be condescending, rude, unhelpful, and mean. My final amount was significantly more than I had been quoted, and when I politely asked about this, he told me I â€œwasn't understandingâ€ and convinced me that I was the problem. At the end of our interaction, I checked the paperwork, and I noticed he made a mistake and charged me 11 extra days instead of one, and then threw an actual adult tantrum when I asked him to correct it. Tried to convince me it would be more â€œhundreds or thousands of dollars more expensiveâ€ if he corrected it, that I would be glad I had the extra days, and kept yelling that I â€œwasn't understanding!â€ Finally got on the phone with the National line and with their help, got him to correct it. And sure enough it was the cost I had originally been quoted. Honestly, would rather drive 5 hours to pick up equipment than go to this location again.Margot R.
My last visit was the best of all of my previous visits. The main issues have been with the reservation process. Over the years it has often been the reason for delays. This time it was pretty good, but the upload of license wouldn't work on my computer. I was able to complete via my mobile and the text link.MARC L.
Convenience and quality service !Gerald D.
Customer did not leave a comment.Christina F.
Top notch.David D.
Customer did not leave a comment.Jomyra C.
Austin was outstanding. I had a credit I was trying to use but there was a problem applying it when I arrived even though I had entered it on my online reservation. He assured me he would straighten it out the next morning which he did and left me a voice mail message to that effect. He communicates very clearly and follows through. He exemplifies great customer service which is very rare these days. Thanks Austin!Douglas L.
At this end they seemed to go "by the book" and did what they had to. The person I spoke to was fair and listened and patiently (sort of) explained things to address my concerns. However, his "bedside" manner was a bit gruff and did not make me feel like my call was welcomed. He was not friendly at all and I experienced this same thing more than 20 years ago, when I first used Uhaul's services. Maybe Uhaul needs to train their employees on customer service, as employees at the NYC location also made things very difficult by not communicating all the information we needed, at both ends. I deal with people all the time in my work, and I have had to participate in trainings about customer service and remaining professional in communications.NOAH P.
There was a huge chunk of ice overhanging the roof of the truck when we picked up - the truck also had large chunks of ice on the wipers and base of windshield we had to clean. customer service was very poor.Scott M.
Customer did not leave a comment.Vincent M.
Went above the call of duty to find lost keysDAVID J.
Customer service person was not friendly at all. Seemed annoyed that he had to explain things.Jill S.
Experience at the location was excellent. People working there were personable, professional and responsive. When I had to change my reservation over the phone in the morning, the operator was also excellent. Personable, knowledgeable and responsive. Overall excellent experience.ELLEN D.
Customer did not leave a comment.JOSHUA S.
HOnestly, it was just about perfectJames K.
The manager charged me $100 for two dents that were nearly invisible to the naked eye. I did not cause the dents and they could have been caused by a small pebble on the highway seeing as I could barley see them. When I attempted to negotiate with the manager he became aggressive and told me that he would get an estimator if I did not pay the $100 and I would get charged way more. My advise would be to train employees on customer service and not become aggressive towards customers.Shane P.
Customer did not leave a comment.James P.
Fast and efficient. Easy pick up.Kristie K.
Austin was competent, but abrupt and rude when we arrived. The link to check in via phone wasn't working, so we went inside. I started to explain and he interrupted, "Just tell your name." I gave him my name and started to say something. He interrupted me again and said, "All I need is your name." I wasn't trying to tell him my life story, but a better approach would have been to say, "I'm so sorry you are having this problem. Just give me your name and I will get you on your was as soon as possible." A little customer service training would be helpful. We have used this U-Haul location numerous times since 2016 and everyone else has been competent, helpful with any questions, and most of all, polite.PAMELA M.
Friendly and helpful staff. Clean truck.Kristen S.
You need to hire another employee. One person was answering the phones, moving the vehicles, working the front desk, finalizing the contracts, and inspecting the returned vehicles. In time I was there, I saw him assist seven customers, myself included, basically by himself. Give that guy a raise, and hire him some help. He deserves 5 stars. The business does not.Christopher N.
The person I dropped the truck back off to was super nice. very thankful for his patience and manners! Thanks!Kathryn R.
The truck was clean and ready to go. The general manager at this location on king st in northampton ma on the other hand was a complete a$$hole. Only recommend dealing with this prick if no other u-haul is close byMatthew M.
Customer did not leave a comment.Christopher N.
The original 26ft truck we were supposed to rent wouldn't start he could only give us a 15 ft truck but did give us a discount for the inconvenience.Suzanne W.
Customer did not leave a comment.LEAH S.
Customer did not leave a comment.Bill S.
Please do a run through of the truck so customer knows where gas cap , window adjustment works etc. I couldn't figure out how to use the key they gave me . It had a button which made the key pop out as a knife does. Not anything g I'd seen before or would have known.Rita D.
The product was fine as was the price. My only trouble was with the service person I dealt with. Made me feel like I was stupid for asking the questions I had, although one should expect a customer to have questions and should answer them patiently. He technically performed his job but not with a good customer service approach at all, in my view.Steven Z.
Customer did not leave a comment.Helene T.
The manager was very passive aggressive. He seemed angry at me before I said a word. I would ask basic questions and he would respond in a way that made me feel like I was stupid. It was as if my very presence oppressed him and every time I said something was a burden. If he wasn't the manager I would have complained to the manager. He did his job efficiently and well, and it could have just been a bad day, but it felt gross.Daniel D.
Customer did not leave a comment.Douglas W.
Customer did not leave a comment.Tyler B.
Austin, the General Manager, was terrific! He was patient and helpful!Frederic B.
Both of the associates that I interacted with were incredibly helpful and professional and efficient. They are what earned the 5 star review.Benson H.
Our 15' truck was extremely dirty, with ashes all over the center console and even a cigar wrapper still in one of the cup holders there. The floor was covered in salt, the interior smelled like smoke, and the seatbelt was caked with a brown residue of sweat, dirt, and who knows what. It clearly had not been cleaned even minimally, and was in terrible condition. There was a huge hole in the driver's side seat cushion. The rear door hinges were rusty and someone had tried to lubricate them with WD-40, which in the meantime had leaked down the sides of the compartment, staining the wooden tie bars and floor and making the whole thing smell like oil.Benjamin M.
Customer did not leave a comment.ERIK D.
Robert was very helpful.Deborah S.
He could have been more personable and happier to be working. Seemed like he was working just for the money. Sad.JULIE P.
Customer did not leave a comment.James P.
Customer did not leave a comment.john N.
The truck ran fine, the check in process was smooth. The check engine light came on partway into the drive. The latch on the rear liftgate did not stay closed even though I had closed securely. I had to use my belt to hold it close. We were close to losing things out the back as we were driving on the freeway and someone had to wave us down. At the end of the day when I dropped off the truck I had a surprise charge of $25 to clean it because the guy said I had â€œFilled the dumpsterâ€ which was already mostly for before I got there. Given all my household, I would like the $25 â€œcleaning feeâ€œ refunded. It was totally a surprise fee, not stated anywhere on the grounds or in the contract. Overall, I would worry the next time I have to rent U-Haul. I also think the price per mile is exorbitant.Peter E.
Customer did not leave a comment.Joy M.
Excellent help and service at the Northampton location. ThanksPhilip G.
Customer did not leave a comment.Aethena E.
Customer did not leave a comment.Jason N.
Terrible customer service - bad attitudeDavid P.
This drop-off was one of the easiest I've ever done. Incredibly quick and the gentleman that helped me was very friendly and helpful. My one negative comment would be that there needs to be clear signage for the entrance/exit. The driveway is one way but that wasn't clear and I ended up going into the exit even after specifically looking to see where to go. This location is on a very busy street so trying to reverse back out and going into the correct entrance, especially with a 26' truck, can be dangerous. Otherwise this was great. ThanksDANIEL M.
While waiting for my ride home after dropping off the truck, I noticed that the power conduit for the big U-Haul sign at this location has some exposed wiring. Someone should fix that before it becomes hazardous.Scott M.
Customer did not leave a comment.William T.
Nothing. Austin is amazing!!!John H.
I was very pleased with the van and UHaul personal. They were prompt and courteous throughout the process. I highly recommend them for anyone who needs to rent a van.Carla C.
For whatever reason the agent decided to make a new reservation for us and I'm not exactly sure why he didn't make the reservation identical to the original reservation i.e. with all the supplies we had in our reservation... well he did not make the reservation exactly the way we had it and as a result we had no supplies and it was very difficult almost impossible to move our stuff. So much so that I can't complete it I'm just bringing the truck back. It was a huge inconvenience and I will not use this U-Haul ever again.Glenn C.
The truck we rented it was smells stinky. We rented the moving lifting and we was double checked it in the truck when we returned, both of my kids saw my husband put it in the truck too, he called after we left and says the lifting is missing, we ask to talk to the manager and the guy calling me back was the same guy with very angry sound, he said he is manager there is no rented lifting in the truck you have pay for $90. I will definitely not going use this company again. NOT RECOMMEND!!!!!Yong X.
Very positive experience. However, I received an email notice to check in but did not see it until I had loaded and driven 3/4 of the way to my destination.By that time my notice to the check in link had expired and I could only call to verify equipment condition. I tried to call during a bathroom break but was on hold for over 10 minutes. With little day light to spare, I decided to call when I arrived. Still was on hold for over 10 minutes. Perhaps if I had been told to check for a text soon after I received the rental, it would have avoided the long phone wait later. No issues with the vehicle. Seats were much more comfortable than I imagined. Even without a rear view mirror, I felt well able to see the cars around me with those large double mirrors. And the back up mirror was helpful. We circled the vehicle and Michelle applied some X stickers to pre-existing bumper damage so that I would not be held responsible.Leslie P.
Customer did not leave a comment.Loren S.
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