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January 2024 by Fiona Mejico
The experience that I had at this uhaul was pretty disappointing and frustrating. I had a situation where I couldn’t unlock my storage unit lock due to it being frozen. I was met with solutions that I could do but no help from them in any way. After driving back and forth from the storage unit to this location (especially because they never answer the phone) for help for 2 days straight, I had to contact and pay for my own locksmith to remove a lock that I had bought at this location. Pretty disappointed and frustrated by the lack of help to a pretty common issue.
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November 2023 by Josh Rugg
No one is ever here. Nothing is set up correctly. Nothing works. I don't believe it's even the employees fault, uhaul/ the owner is setting them up for failure big time!Understaffed undermanned, underappreciated. Whole situation is screwed.
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September 2023 by Will Smith
Always had great service here. This truck provided had a bad transamission, slipping and hesitating first gear. Not good for a moving truck. Vehicles need to be checked better. Very poor performance driving this vehicle. One time incident. Check your vehicle before leaving, I will take part of the blame!
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September 2023 by Neko Nerf
Would rate lower if could. Very rude
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June 2023 by Carmen H.
I had an appointment today at 12noon, made it two weeks ago. My appointment was to have a tow package added to my XC90 Volvo. I arrived early to find that they fit NOT have my equipment and that the person who usually installed was. OFF today. Jason, who was there argued with his cohort that he in fact was NOT certified to instal my package. He furthermore said CORPORATE keeps sending us customers knowing that we can NOT do them. I had made an appointment 1.5 hours away, taken an entire day off to accommodate my need for the upcoming weekend. I went to my car, called Uhaul, spoke with Laurie or Lori. She confirmed my appointment, said she had had problems with the Elm Street in the past. Offered me the choice of a refund or to take my PARTS to another installer. WTF. I NEED this for THIS weekend. Laurie, or Lori shave me a complaint telephone number to call, along with ext#3. THEY tried selling me an alert, I've fallen and can't get up necklace. I hung up and tried several times again, got a message this number does not work in your area. Hung up and redialed uhaul. Got Laurie, or Lori again although she claimed it was a different Laurie or Lori. She vaguely knows who I was and got me over to Parker, complaint department. She said they don't give out phone numbers for complaints, funny story so far? Soooooo I called motor supply, very kind, couldn't help me. Called VIP, ha! He asked, was this the Elm St location you had problems with? HA YES!!!!! Not the first time he had heard complaints. Corporate Uhaul said my parts were har the Elm st location so I tried to retrieve them. Jason said, uh, NO! They never arrived. Beyond pissed. They better do right. Wasted an ENTIRE DAY. Time ain't cheap. So disappointed. Weekend spoiled.
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May 2023 by Corey E
Would not bother calling this location, recommend going to Augusta or try somewhere else, called once to order hitch since didn’t have in stock, never heard back after two weeks called back, said needed to order it even tho told me that before and seems like never was ordered, after second call never heard back after another week so went to Augusta instead. First call at Augusta location had hitch in stock and made appointment, hitch installed and happy with the service
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May 2023 by Emily Cyr
I had a appointment scheduled for today to get a trailer hitch installed. I had it scheduled for a week prior. I call today to check the price and the kid on the phone informs me that the technician who does the hitches is not there. So having a entire freaking week to call me and let me know that they needed to reschedule the appointment. Very unprofessional.
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November 2022 by mashilla harrison
I had a appointment and From the beginning the man working could not find my reservation for a tow dolly to put on my rv. My husband had just talked to him the prior day and I gave him the confirmation number which I also did and he still couldn’t figure it out. After a while he had to call his manager and found us. while he Hooked up the dolly to the rv he had to call his manager multiple times and said he didn’t know what he was doing. He wouldn’t even help with getting our car on. We also watched his family record as i had a panic attack. Once it was on and we tried to take off we noticed the tire on the dolly wouldn’t turn and our car was sliding off so we asked him to take it off and try again. we needed him to help us and he just took the straps off, nothing else not even the chains and because the car was slipping, and half off we couldn’t safely take it off the dolly without damaging my car. He then went into the store, locked the doors and went home. He knew we live in our rv with animals as well and left us stranded. I contacted customer service and they put me on with the roadside assistance which I didn’t end up needing because I had a friend come help who works for a towing business. But when I was on the phone with roadside assistance she was snippy with me and chuckled, I hung up. I was left stranded with no help and my car was also dented. This is insane I have never had to deal with someone so confident in damaging things and not knowing what to do. You should be ashamed of yourself charging people almost $500 for people who are not even trained to do anything..
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November 2022 by Robert Wright
They never answer the PHONE outside of that not bad people and always willing to work with me
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October 2021 by Breanna Garringer
Rented a 26’ truck for our move and purchased a hitch. Ended up not needing the hitch and the return was super smooth. Reserving the truck was also smooth sailing and they were super accommodating to us changing our pick up time. (twice!) Melissa was an absolute dream to work with. She knows her job like the back of her hand and provided fast, friendly service to me on three different occasions. She was very thorough on explaining all the ins and outs of our rental agreement and giving a run down on the operation of the truck. 10/10 recommend this location and ask for Melissa!
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September 2021 by Antonia Smith
Apparently at this local U-Haul the customer is ALWAYS WRONG! We actually thought that the U-HAUL BRAND meant all locations. Nope, so don't count on them honoring the U-Haul customer service line when booking work either. The service is not courteous and not about the customer. I strongly recommend avoiding this location!
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September 2021 by ROBB KEEVER
The owner was rude and nasty, to the point I wanted to slap her right in the face. Will never spend money here again. Maine quality period.
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August 2021 by Kevin DuMont
I recently rented a small trailer for a family trip in order to keep our belongings dry during our travels, when I showed up to pick up the trailer my online reservation was somehow dated for an entire month later and was to be picked up at a location that was 1 hour further south of where I reside than I had planned for. The gentleman who helped me out was knowledgeable of the UHAUL system and was able to change my rental to the day I had planned for. He also changed it to the location I had planned for and just like that I was on my way. Upon returning the rental I was 15 minutes late and was fully prepared to pay for another day’s rental, and more concerned that I had messed up someone else’s plans than I was the extra money I was expecting to pay. The girl who received my return simply stated ,” Oh, you not that late” and continued to charge me for only my original rental agreement. That was so impressive to me to see the kind of small town treatment that normally doesn’t spill over into big business like UHAUL…. I understand that late charges are one way companies like UHAUL make money and I don’t disagree with it at all, but I just wanted to acknowledge the kindness I was shown and thought that the Elm St. UHAUL Waterville, Me. Deserved an great review!
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May 2021 by Back yard builds
Upon my arrival the employee working gave me the nastiest Attitude I’ve experienced in Waterville she didn’t care to help solve my problem or apologize for the inconvenience she instead told me “she couldn’t help me” terrible customer service .....5/6/21
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September 2020 by Dale W
I have always had the best experience at this location & people who work here. The people are always friendly and eager to help.In my experience, these are good folks and very trustworthy. There might be some corporate policies or guidelines that keep their hands somewhat tied, but have always found the folks that work here to be very good people.They had my reservation ready to go, as reserved. I drove a 20’ truck and car-hauler more than 3000 miles, without any worries or issues. Great value, from my experience.
