Never rent an unsafe vehicle to anyone! Take the time to verify that the vehicles are safe!!! Educate your employees to handle situations like this when a complaint is brought to their attention. Train your employees on procedures and policies. Make sure they are on the same page and telling your customers the same thing on both ends. This was totally unacceptable!
Karol B
Customer Reviews for Upper Valley Plow & Trailer Sales & Service
(U-Haul Neighborhood Dealer)
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.
The people at this location were great! When I called to say the 888 # had said that they were full and couldn't take my drop off they said, no bring it down and we'll take it. I didn't get any sleep for 2 nights before worrying about having to drop off the truck half a state away and I didn't have time to do it - I work! My husband is 78 and I am 67 and this put a lot of stress on us for the whole move, wondering how we were going to do it. The people at this location saved the day and should get an award - the service people at the 888# flunk! If they would have called the location to check it would have saved us 2 days of worry and I don't think I should be charged the $20 for dropping it at the original location I chose!
Linda VThe self-pick up was a fiasco, given the Uhaul app and website were down and or not functioning. We called customer service and was put through to Self-Pick up help, and was hung up on when trying to explain that it was taking at least 15 minutes to progress through the application, which was not working. This meant we had to call back and put on hold for another long wait time, until we got an agent that was willing to help us. The overall experience was terrible and we were put way behind schedule. Much of this information should be available to complete BEFORE going to get the rental, so that so much time isn't wasted at time of pick-up. We had to call again to get help with the return as your app/website still wasn't working, and every agent we spoke to confirmed there were problems with those products that day. We had a great experience with the Uhaul pod, but will never use this service again, after being hung up on in a very stressful situation.
Reid VThe people there were very helpful.
lane cWe were provided two older plywood boxes and one clearly had holes/cracks. That box had mice and in transit our cardboard boxes were chewed into and possessions soiled.
Joanmarie DSpoke with staff only to be sure of where to park the unit. Very nice and pleasant.
Anthony WThe 10 ft truck has no space behind the seats, making it extremely uncomfortable for anyone over 6 ft tall.
rolf MEverything worked out very well. Mark was helpful and pleasant and answered all our questions. I would definitely recommend this business. Very pleased with how things went.
Colleen WI had requested and paid for a dolly but theirs was broken. They lent to us and my husband fixed it enough to use. If we had heavier things that could have been a problem.
Patrick CNothing
LISA FI choose this location because the owners are a pleasure to do business with !!!!
Tina BMy UBoxes arrived 96 minutes after the 10am-12pm window. I had movers scheduled from 12-2 and they were kind enough to stay. They also unloaded all three boxes in just over 1 hour. They saved the day. The office was less than willing to help until I reached Nancy who filed the Objection / Case file action. If she didn't take the time to put this in, I would have been out more money and not been heard by anyone.
Kimberly PWe believe that we were overcharged in White River Jct, VT when we returned the Uhaul. We were told if we returned it early we would not be charged the full amount, and that we would only be charged for two days instead of four. We busted our butts off to get it unloaded the same day we arrived back and returned it as soon as they opened Monday morning. We were told that it should have been only two days, but they didn't know how to fix it. Not happy!!!!!!
james cWe showed up ten minutes before closing on Friday of Labor Day weekend and the guy who rented us the truck had us laughing so hard while we were there, best customer experience I have had in a long time.. I will definitely be going back for my rental needs !!
Tina BA professional establishment managed by pros.
James MNothing clean and well organized. Right next to a beautiful river!
William FI would not recommend the 24/7 check in. It was not clear how the process would work. Asking for a passport is stupid. Who carries their passport to pick up a u-haul truck? Also, I am self employed. there is not employer to confirm my identity. So U haul confirmed with three separate people and told them that they had their number in case I did not return the truck. Really? Ultimately, a strong signal is needed-but we did not have so that limited the pick up process. It took me 40 minutes for something that should have taken 5. Everything that could not work for me didnt. Very odd pick up process. I would rather get an email/text the night before with the lock box code and U haul drop the confirmation process. They have a valid credit card. I doubt that if I did not return the rental and Uhaul went after any of the three people U haul called to confirm my idenity - that any conviction would stand up in court. I was happy to drop off my rental two days early. Other than the pick up process, all went well.
andrea MUhaul was covered in 14 inches of snow and I had to clear it and shovel out a path to get it out. Almost didn't get it out. Not happy about that.
Michael GWe struggled with the drop off location. One version of my check-in had accepted UHaul Moving and Storage of Middletown as my drop off location, but we tried to assign Portland Citgo. I finally read my text messages to solve it. These guys were exasperated with me by the time I left. I tried to show them respect when leaving.
James NThis was the first time that I have ever dropped a truck off at this location. It was dark when I got there so couldn't really see too much. Just parked the truck, dropped the keys in the box and left with my daughter who met me there. Location was easy to find.
Teresa HThe location had poor cell service, so do online reservations ahead of time
jesse ethe location that I dropped off had a new guy working there also but after trying to deal with uhaul on the phone and got transferred to some messages that tried to sell me something over and over, he found a number for traffic to finally change the drop off to the same location as car carrier and I really am confused on why the guy from Leominster couldn't do that. when I called him.
mark cThe gentleman at the drop off location was very helpful. the only issue was that the address that was given to me was a couple of miles away from the actual office.
Stephen LEveryone was super helpful, only issue was one of the items reserved (utility cart) was not available.
Scott W