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July 2024 by Jazz Click
Rental equipment was not ready with the vehicle. I had to wait until the customer service counter was open to get my pads, Dolly, etc. Self-service doesn't seem to be possible at this location. I would recommend to not plan on picking anything up outside of business hours.
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June 2024 by Sean McKenna
Staff is extremely rude and unhelpful, especially the manager. The first day I arrived to check in for my online reserved storage unit the manager accused me of trying to steal the unit I reserved before asking any questions and gave alot of attitude. Also, I was reserved a truck that was never available and had to pay extra money for a bigger truck last minute and was lied to about getting free storage with the truck upgrade because they will not let me use the free month after the fact. Bunch of con artists
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June 2024 by Ms. Mekia
Pros: Carlos & Jordan both deserves a ten-star rating on their customer service skills and professionalism.
Cons: When I was checking in, I was advised that I needed to take a selfie (mind you, the only thing I was advised to rent a truck was that I needed to bring my drivers license and credit card). I expressed my reasoning for not wanting to take a selfie or have my picture taken (as we live in a world with A.I, scams, face recognization for passwords, domestic abuse victims, etc.) They have a black apple phone and I asked several of times where is this phone linked to and where is this picture going. Madeline S "General Manager" was extremely rude. She interrupted the conversation and concerns I was having with the rep who was asking me for the photo.
Not once did Madeline address my concerns, she yelled this is how they do it and it has to be done. Mind you the requirements on the wall does not include a selfie or photo (nor what I was advised at the time of making my reservation). I asked her to print out this requirement so I could read it and she refused.
I don't understand how a general manager would not ease a customer's concern. I called corporate and customer service while I was at the uhaul in Plainville and was advised that I had the option of uploading the photo thru my personal phone (Madeline did not make me aware of this option).
She was belittling, rude, on a power trip, yelled and kept throwing around her title.
I advised her as someone who works in corporate with corporate law and customer's rights, it should be your first priority to ease a customers concerns and addresses their needs. Not sure who is running Uhaul, however seeing the overwhelming 1 star reviews for this location, there needs to be a revaluation and extensive training. I've been with Uhaul for over well 15 years and have never been treated so poorly. I never had issues at the Uhaul in New Britain or when Tim ran the Uhaul in Plainville. Needless to say, I won't be returning!
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May 2024 by Marney Pollack
We’ve rented several trucks in the past few months to help with a variety of events and this U-Haul has been perfect! Trucks always available, clean and well-functioning, and courteous staff. In particular, Kaleb has helped us with most of our rentals and he has consistently been kind and incredibly helpful! Highly recommend!
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April 2024 by BRIAN LANGLOIS
Best U-Haul around town. Best customer service and willing to help you. I will use them again. Thank you !!!
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April 2024 by Pete O
The gentleman at the customer service desk tonight was sweet and accommodating. He deserves a raise!
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April 2024 by A H
They never answer the phone. You go there and they are all just sitting around ignoring the phones.
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March 2024 by Elle Rose
There were some concerns with customer service, but the Madeline, the store manager worked overtime to make sure I was taken care of. She ensures great customer care! I will definitely return to this store when I have moving needs.
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February 2024 by jack tine III
What a joke call get put on hold for 15 minutes for one question terrible place should get a new staff very poorly ran !
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January 2024 by G WALKER
Went to get a propane fill up this evening. Parked at propane station and rang the bells they have there to get propane service. Waited 10 minutes, nobody came. I went inside to ask and had to wait while 1 cashier was doing a reservation which takes 5-10 minutes, 3 more people in front of me in line so I was not about to wait 20-30 more minutes to ask for propane, then once filled go back in to pay and wait all over again. I asked the employee outside who was cleaning returned truck if he can get someone over there and he was no help. Getting a simple propane fill up should not be a 30-60 minute ordeal. Needless to say I left without ever getting propane. Why have the "ring bell for service" sign and buttons if your just going to ignore them???? I deffinatly will not be going back to this place for anything. I hope the manager comes up with a better system for refills, otherwise get rid of it. Plainville deserves better service then this!
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November 2023 by Nicole Grant
Was wrongfully charged for extra miles that I did not drive. Drove 70 miles round trip, but was charged for 174 miles. How does that even make sense when i only rented the truck for a few hours??? This place is a scam and employees are horrible and rude. I recommend everyone go elsewhere for their moving needs.
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November 2023 by Robin Barbosa
Told it was an “in-town” rental and was forced to drive an extra 22 miles to return the equipment despite being parked outside of another U-Haul facility. Attempted to overcharge me for fuel, stating the tank was 3/4 full forcing me to submit proof and now I have to wait for a refund. Harassed on property causing me and my family to be scared for our lives and police were needed to resolve the incident. An absolutely horrendous experience go, save yourself the trouble and go somewhere else.
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November 2023 by Robin B.
Told it was an "in-town" rental and was forced to drive an extra 22 miles to return the equipment despite being parked outside of another U-Haul facility. Attempted to overcharge me for fuel, stating the tank was 3/4 full forcing me to submit proof and now I have to wait several days for a refund. Harassed on property during equipment return causing me and my family to be scared for our lives and the police were needed to resolve the incident. This was an absolutely horrendous experience, save yourself the trouble and go somewhere else.
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September 2023 by Celia S.
They need to hire more people. Wait around for hours trying to rent vehicle. Would not recommend
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September 2023 by Kelsey Mende
I am frankly amazed how much it cost to use a simple moving van for less than 4 hours. I was blown away by all the hidden fees I had to pay. I understand the base rate is essentially $20 plus miles. I drove 16 miles at a rate of $0.49 an hour. So all together logically the price should be around $28, so imagine my surprise when I get my final bill and it is $58.49, I got slapped with hidden fees and taxes for an additional $30 plus an extra charge for $7.88 for gas even though I returned it at the same gas level as I had received it. So my question for U-Haul is this: Are you always going to continue with these disgusting fees or will you be more transparent in the future?
