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July 2024 by Larissa Allen
I use this location for rentals at least once a month for my work. The equipment is always clean and ready, and the staff is top-notch!
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June 2024 by Emmanuel Juwah
The staff at the U-Haul Auburn location on Center Street needs to be taught customer service skills. They always look so mean and unfriendly. I rented a truck and a dolly, which were returned in just about 2–3 hours. The dolly and key were handed over to the representatives. Just as I left, I received a notification alert that I was charged $121.59 after being charged $59.
I arrived home and called the U-Haul customer service team, who mentioned that in addition to the extra fees I was charged for gas and mileage, and a $87.40 for a missing dolly. I was so surprised and couldn’t believe how unprofessional and unattentive the Auburn ME customer rep was. I hung up the call and drove down to the location in person. I got to U-Haul and asked why I was charged for a missing doll, but despite that, the dolly was returned.
I requested they check the CCTV footage, as I was sure I handed it over to the rep handling the service.
He did a refund and mentioned the funds should be in my account in a few days. He was very unapologetic for his error, and when he spoke with his colleague, he blamed it on the system. I was only refunded $80 and was short of $7.40.
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May 2024 by Jay
To start with, I have had nothing but good experiences with this location in the past. However, this time when I called about getting a tow package installed, I was told that they would need to order a part. That's to be expected. But when I called yesterday, my call was forwarded to the central office and I was told that the part had arrived at the Auburn location on Monday, two days ago and that I had an appointment for 7am today. The Auburn location had my cell number and had already communicated with me when I originally spoke with them, so I knew they had the right number. The only reason I knew of the appointment was my own initiative. When I walked in at 6:58, I was told that I had to wait outside for the next two minutes. When I was allowed inside again, I was told that it was a drop off only store. This was never told to me at any time. When I told them that I had been told I had a 7am appointment, the guy told me that they couldn't even start on it for several hours.
I have always enjoyed U-Haul in the past and will continue to work with them. But never again with the Auburn location.
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April 2024 by Kalidor Shungu
It was good.
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April 2024 by Philip Jean
Poor customer service. Vehicle was filthy and smelled of smoke.
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March 2024 by Craig M.
I have used this location for at least 2-3 moves and not always by choice. When I reserved my rental online, I always tend to use the small businesses who are closer to me, but they always get switched to the Auburn location which adds at least another 10 miles to the travel distance with a truck rental. I swear, my contract changes 3-4 times from reservation till drop off. I get text message after text message telling me to call them as something is not working with my reservation. This is despite requesting a 24/7 option where you can pick up by mobile and drop off by mobile. In my most recent rental, I asked to pickup in Turner, ME, and drop off in Turner, ME. Within minutes of my reservation they text me saying they can't guarantee truck availability and I will be switched to the Auburn location which is 12.6 additional miles from my original pickup. Then I get there and begin my mobile checkin. Took my self portrait, scanned my license and then it asks me to verify who I am by providing a lease document, passport or some other stuff. I got frustrated and went inside. The guy who helped me was friendly and knowledgeable. He quickly recognized I wanted the Turner area and he offered for a one-way rental and I could drop off there. I get the rental, photograph it and I am on my way. They texted me several time asking me to verify I had the right truck by taking a picture of the truck and the license plate. I don't have time for that. They then text me later saying there is a change in my reservation and I need to call them. I call them right before I am about to return the rental and I sit on hold for 10 minutes. Their convenience of 24/7 mobile checkin/checkout takes 3 times as long as it take for a human being to do it. Plus I don't need to get 10 texts asking me to verify everything while I am doing a rental. If you don't trust me, since you handed me the keys, don't rent to me or bother me while I am trying to do my move.
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March 2024 by Mike H
Terrible customer service,incompetent untrained staff,broke bolt putting on a simple hitch then quit install had me retrieve because they didn't have tools to get shorn bolt out unprofessional don't go to auburn maine location horrible experience
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November 2023 by Crystal Burgess
Yes u Been with them going on 6 years now and it's been a great experience they been awesome to deal n work ith as well n definitely like working with them ...
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September 2023 by Paul Meyer
I’ve seen a lot of bad reviews, and I only rented a truck and car carrier today (for a trip cross country), so I don’t know how I’ll feel when the Adventure is over. But the experience today was stellar. Jake was the guy I dealt with, but interacted with other staff and all were great.Jake knew all the answers to my questions, and gave me lots of tips on using the car carrier. He was great to deal with, and I left very happy.People you deal with at any business are what creates a good or bad experience. Jake and his crew made it a good one.
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September 2023 by Nicki Dansereau
U-Haul Auburn makes up their own prices and on top of that "customer service" seems to be a foreign concept to the females on staff (all the male employees have been good to deal with).From August 22, 2023 to September 1, 2023 I rented a cargo van with an estimated use of 200 miles on the first day. I called every day to have it extended for an additional 24 hours. The first two days it cost $65 extra, each subsequent day thereafter was only $35. We thought it was weird the rates were different but it was affordable so didn't question anything.Fast forward to September 12, 2023 I rent a cargo van again for the same estimated 200 miles only this time when I called to extend my rental they said it was $112. When I asked for an explanation she gave a rough breakdown of cost and said "I think there's a late fee." OK, well, is there? Isn't. I asked why it was so much compared to last time and she was unable to give me a reason so I requested to speak with someone else about it.From the moment she answered the phone a woman I can only assume was the MoD gave me major attitude. She began talking to me like I was a child saying my estimated mileage and vehicle were probably different and they had to charge me for a whole additional day which is less than the fee I was charged yesterday. I explained to her that I rented the same vehicle with the same estimated mileage so why am I being charged so much for the second day? Again in her surly tone she read the charge break down to me lightning fast then had to add, as my employee already told you. I said to her "Yes, she did read me the breakdown however she couldn't answer my question which is why is the cost so much more? Also, I'd appreciate it if you dispensed with the attitude." Then she said "So I need to charge this amount to the card or I'm going to being the recovery process." This time I said to her "I don't know why you're being so rude all I'm asking nicely is for you to do your job and explain to me why the cost is significantly more than it was last time." This exchange went on for a while longer before she finally said something about how the prices are randomly generated by the computer and can vary, as you were already told. I was so sick of her condescending superiority complex. I told her that her employee did NOT in fact tell me that at all and if she had my question would have been resolved. Without waiting for me to say yes or no she said your cards been charged you have it until 7pm. Click. She hung up on me.I have them no reason at all to speak to me that way. I wasn't angry about the charge, I simply wanted an explanation as to the reason for the difference. Speaking to me as such was completely unnecessary.
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September 2023 by Lauren Austin
I never leave negative reviews but I think my entire experience warrants one. Let’s start with the fact that I’ve always wanted a trailer hitch for my Subaru so we can tow our camper. I get a gift card for my birthday from my father paying for a hitch install for me! So happy. I call to make a reservation and whoever I spoke to put me down for Saturday at 10:30 at the Auburn ME location. I get a call a week before my appt day from someone at that location named Ariel. She proceeds to tell me that they don’t make appts on Saturday and their technician is only M-F until 2:30pm. I’m sorry, who in the world is available during those times? And why would the gentleman go ahead and book me for that date and time if it’s not an option for this location? She states that it’s just a “holding spot” for me until the location reaches out and makes you another appt. REALLY? Now I’m fuming because those available hours are outrageous but whatever, if I want it bad enough then I will job through hoops to drop my car off the night before and pick it up after work the next day. Day off appt: they call me 3.5 hours after my appt time that was scheduled to tell me they cannot do the hitch install on my car because my exhaust is too rusted to lower. Ok, this is a bummer but I do get it, I want it to be installed on a fresh and clean undercar so no accidents happen. I spend $600 the following week to get a new exhaust, then remake the appt and jump through hoops again to get my car dropped off the night before. Thank goodness, no scary phone calls, just one from Ariel saying my car is finished and to come pick up whenever. End of the work day has come for me and I go get dropped off by my husband to get my car. I’m calm, thankful and excited to have my car back. I pay with my gift card and the remaining balance on my debit card. I get into my car and…….start it up and….. instant rattle. Constant rattle. LOUD rattle. I pull away thinking it was a fluke and hope it would go away. Every bump, every acceleration the rattle gets louder! I’m exhausted guys and I’m just super super bummed with this entire experience. You are telling me that massive rattle from my exhaustyou lowered and put right up against the hitch install didn’t happen when you were pulling it out of the shop? I’m disappointed beyond belief. I tried to call and call again while driving to get someone to explain and no answer. I had a screaming baby in the car so I had to go home to feed him but I really hope someone reads this and realizes that this could have gone better and smoother. I hope I hear back from you all to fix this rattle and my view on this company and experience.
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September 2023 by Nadiatorrey
went to get a hitch on my car. they couldn’t press a button to open my hood. they made be walk 20 mins cause 2 grown men can’t figure out how to press a button for 1 second. then they thought i just wouldn’t need a ball for the hitch or something and didn’t give me one. now i have to go somewhere else. employees are mentally retarded
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September 2023 by Shawn S
You guys knowingly rented out a truck with severely bald tires. I lost control on the highway and slid across 2 lanes of traffic in a 26 foot vehicle.When I brought the vehicle back and pointed it out, the guy just said "yeah we need a better maintenance schedule"Unbelievable
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July 2023 by Glen Holmes
Great customer service
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May 2023 by Ethan Dumont
If I could give a zero star review I would. Worst customer service you'll ever receive. Use anyone possible!
