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January 2024 by Monique S.
The customer service from assistant manager Travis was ATROCIOUS! His demeanor was nasty. Also I went on 3 different occasions as he told me that I needed credit card, then told me I needed $100 deposit for using cash card and on the last time he said he could not take cash card. I'm thinking he was being Racist because I got a friend to go and she had NO issue using cash card and she didn't even need a deposit!!!! How can he be an assistant manager with that kind of customer service
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August 2023 by Ava S.
RESERVATIONS ARE NOT ACTUALLY HOLDING A VEHICLE OR ACCURATE TO AVAILABILITY OF A VEHICLE. Made a reservation a month in advance. Got a text message one hour before pick up saying that my pickup time and vehicle had changed. Called, got told that they don't have any availability. Why would I bother making a reservation if they don't hold it? They had no options for me, and didn't even apologize- said that lots of people are moving this time of year and that I should call back for updated availability. Way to make a very stressful day 100x more stressful.
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September 2022 by Katelin H.
I rented a truck last year. I drove the truck no more than 3 miles. My friend accidentally packed the key but since it could not be found, I had to have a new key made which did not work with the codes they gave me. I asked them to come get the truck. I had it for nearly a month. I finally received a message they will be coming to get it but it was a week later when they finally did. I was charged for the entire time. Then they claimed I DAMAGED THE TRUCK trying to go through a space too small for it. I can't wait to learn how this could have happened driving on Prospect to Maple to St. Paul St when I take them to court. The mileage was not changed on my bill still saying 3 miles so they are going to have to prove this in court with something other than pictures. Likely they did it while towing it. This company RIPS people off. They did it to another customer in 2020. BE CAREFUL. If you get the insurance, you should have no problem. I did not. Fortunately I have copies of the texts and emails. This is FRAUD and illegal.
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August 2022 by Leila A.
I got a hitch out on my car. They walked me though the best option for my car. They were fast and professional. While I waited several other customers came in for various reasons and the owner went above and beyond for each one. This is the place to go for your U-Haul needs and recommendations!
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May 2022 by Morgan B.
I made a reservation with them 2 months ago and then they moved my reservation to a Uhaul an HOUR away from the original pickup location. They did no notify me about this change. Then when I tried to call them they never answered. Horrible service. Horrible Uhaul. They should not be allowed to run that business.
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May 2021 by Emma N.
Working with Uhaul was overall a frustrating experience and would recommend going with another pods company if doing a big move. However, Nathan in Burlington was very helpful. Thanks Nathan ! UPDATE: Uhaul added a completely irrelevant charge of $1,000 after our move was completed. We have not been refunded and it's 2 weeks later. Nobody has called us back from customer service or the physical store, despite multiple attempts. We already paid over $1,000 just to have our Uboxes delivered and moved inside, which was a completely drawn out hassle to begin with, and now this? Just crazy. Spend the extra money to use literally ANY other moving company. I promise it's worth it. Can't afford it? Well all your stuff, it would be better than this situation.
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December 2020 by Brittney A.
During a pandemic where almost 300,000 US citizens have lost their lives to COVID-19, neither of the men working the front desk wore masks at all while servicing us. It was very uncomfortable and unsettling. Additionally the truck provided to us was extremely dirty on the inside, clearly indicating that they are not being sanitized between customers. I'm overall very unsatisfied with the experience.
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November 2020 by Andrew F.
I never go out of my way to write a review, but this was the worst experience I've ever had at a business. The service was incredibly rude. The line was ridiculously long and moved really slow. They said there were damages but I barely drove it 15 miles and I know for a fact that nothing happened to the uhaul. I will never go to this location again and I will be trying other moving services in the future. Honestly avoid this location like the plague.
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December 2019 by Rodger G.
Would be great for if you didn't park Your tailors in the handicap parking. Customer service is important
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May 2019 by Griffen F.
We moved last weekend and the folks over on Riverside U-Haul made it a breeze. We reserved our truck online over breakfast and by 12:30pm we were loading the truck with all of our furniture. Rented the truck for 4 hours but the move took us 4.5 but the guy behind the counter waved off the additional half-hour!! Really amazing experience and both the pickup/drop off was fast and easy. Don't look forward to moving, but huge thanks to U-Haul Burlington for making it easy and straightforward!
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April 2019 by Chris S.
U-Haul does not guarantee your rental even if you book 2 months in advance! This whole business model is terrible. I booked a 15 foot box truck from this location 2 months in advance for what was to be a three day rental in May. I started to receive phone calls from this location three weeks prior to my pick up telling me that my three day reservation was no longer possible and that the longest I could rent my 15 foot box truck for was eight hours total during this three day span. They were sorry and could not allow the three day rental as they were expected to be busy that week. Are you kidding me!! What company takes away an existing reservation??? Even if you do your due diligence and book 2 months in advance they can still swindle you out of your rental?? Upon receiving the first call regarding them canceling my reservation I was forwarded to four people in their corporate office and finally I fought and kept the 15 foot box truck for the three day period I needed it. However one week prior to pick up I got the same call from the same annoying associate telling me that the three day reservation was not possible and that I could only have the truck for eight total hours in the three days and needed to pick the eight hours I wanted it. This is maddening. The district manager I was told made the decision to only allow these trucks to be rented eight hours at a time. I went online and cancelled my reservation and went to Penske. I recommend all people go to Penske as U-Haul is the worst business I've ever worked with.
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November 2018 by Ela Z.
We rented a truck for a day. Everything went smoothly. We were very impressed with the customer service. Before our arrival we got a call from customer service asking us if we wanted to reschedule due to bad weather and the fact that the truck was 2 wheel drive on all season tires. What a service!!
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May 2018 by Becky S.
We made a reservation for a trailer around two weeks ago with the Burlington uhaul location, expecting to pick it up this morning. We were told that we would be picking it up from either the Burlington location or Williston or Winooski. On Friday they called us to say that the trailer had to be picked up from the Rutland instead. That is a two hour drive from Burlington, making us drive an extra four hours just to get the trailer before even starting out trip. The man at the Burlington store was extremely rude on the phone, calling me "sweetheart" and talking down to me when I expressed disappointment and frustration about having to go to Rutland when I was told I wouldn't have to go that far. Also, if they told us that there were trailers in Rutland on Friday, that was plenty of time for uhaul to get the trailer to Burlington for us like they originally said. Poorly managed store, extremely frustrated with the lack of understanding customer service. Added basically an entire extra day to my move because of this. **Update: We called corporate Uhaul about this situation and they said they would compensate us and a manager would be calling us back either Monday or Tuesday. It's now Wednesday afternoon and we haven't heard anything....just a shame
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July 2017 by Cindy M.
I ordered 4 U Boxes to be delivered to my home on Thursday July 13th and they were to pick up the boxes on Saturday July 15th. I received a call on Monday July 10th from Uhaul in Springfield Mass, were the boxes were being delivered from, stating that they would not be able to pick up the boxes until Monday the 17th of July. I stated to them that I was closing on my house on this day and that I would have to check with the new owners to see if it was ok to leave the boxes in the driveway until they could be picked up. Fortunatley they were okay with this. I then received a call on Wednesday at 400pm, the day before the boxes were to be delivered, from Uhaul in Springfield Mass again stating that the truck broke down and they would not be able to deliver the U Boxes to my house until the following week. I told them I would not own my house after Monday the 17th and that I had to move my furniture out of the house. They said I had a couple of options, 1. I could pick up the boxes myself if I had a hitch on my car, which I don't. (Really, I would have to drive to Springfield Mass from Fairfax Vermont to pick these up?)! NOT AN OPTION. 2. I could rent one of their trucks with a hitch and pick them up for the low cost of $19.95 a day plus mileage. ( Are you kidding me? They were going to charge me for a rental plus mileage and my time to go get these?) AGAIN, NOT AN OPTION!!! I cancelled my reservation and fortunately was able to get a rental truck from Penske. I will never do business again with Uhaul!!!!
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August 2016 by Matthew R.
Just wanted to send out a hearty thanks to Mr. Strausser! Her was super helpful and was able to give me an awesome deal! If you need anything from this store, he is super friendly and will be able to help you out. Definitely recommend Mr. Strausser for any and all moving needs.