Staff was helpful, but was also managing a laundromat. My biggest complaint is the extensive use of the u-haul app in the checkout process. This would be much more efficiently done by a u-haul staff member.Ellery A.
Customer Reviews for Providence Investment Holdings LLC
(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.
It would have been easier getting help from a human being. The drop off mobile process was tedious and seems overpriced having to pay $1.00/mile plus the gas I used. I also don't know why I was charged for a two day rental when I only needed it for one day. Still cheaper than movers, but not happy with the process and how expensive it is.Trevor B.
The signage for this location is not at all clear, nor is it obvious where the returned trucks should be parked. I initially parked directly behind another truck, as it seemed the only available spot. Apparently, it was the wrong place as the rather angry man who came out to redirect me made clear. His directions as to where I should park were unclear as well, resulting in another scolding. He directed me to park in a spot that seemed more like a dumping ground for construction debris, with very rutted gravel. Would definitely not advise anyone to select this as the return location.Erik B.
The drop-off location was part of a laundromat. The drop-box for the key was in an obvious spot, however it blends in with the surroundings very well which makes it a little difficult to spot. Making this spot more obvious would be helpful. Also if you could note that you don't need to go inside the laundromat that would be helpful as well.Benjamin C.
There was no customer service whatsoever. When I struggled for one-half hour to check-in via App, the proprietor at the location would not help by checking me in. The location itself is confusing and is difficult to access. The lockbox is difficult to access. It took 10-minutes to unlock the lock box. It is mounted too high and the lock itself is finicky. When I returned the truck, I used the App, and dropped the key into the box. Thereafter, the proprietor stuck his head out the door to ask me if I had cleaned the truck. This question was already asked via the App. It felt harassing and infantilizing for the proprietor to watch me return the truck via App and then ask this patronizing question after I had completed the truck return.WILDA W.
When we went to pick up the truck, the gentleman checking us out chastised us because we were 45 minutes beyond our estimated pickup time. We explained we had encountered traffic and his reply was "well, you'll be lucky if your truck hasn't been rented".... He then made it sound like he was doing us a favor to rent us the truck (because we were LATE). Next, we encountered an issue with the online check-in (couldn't upload a license picture) and he made us feel like we were inferior somehow for not able to upload a picture?! Didn't offer a work-around or any other help, just watch us try over and over until the website finally took it. We finally get out to the truck and have to clear all the snow off it and chisel the ice off the back before we could open the door. Why wasn't that done in advance of our arrival? Overall not good customer service.Julie S.
Attendant was rude. Charged me $10 cleaning fee when the truck was clean and swept prior to drop off. Was charged $10.00 equipment damage fee when Dolly was never even used or removed from truck. Blankets used were all folded neatly and placed in back of truck. Have requested $20 refunded but have not heard back.Stewart H.
Customer did not leave a comment.James H.
Not only was the man rude, he spoke to me like I was an idiot, he charged me for gas and a cleaning fee even though it wasn't dirty and I put more gas in it then when I took it!Krystal S.
Was charged additional charges even though the gas was above where it was when I picked it up and was swept clean when we dropped it off.Terry W.
Customer did not leave a comment.Alicia R.
This was the worst UHaul rental experience ever! First, there was terrible customer service, difficult sign in and out process having to stand outside building with very little lighting at night. My 6 hour, 15' rental truck ($24.95) that we fueled before turning in, ended up being over $200! Terrible! I do not recommend renting here. I feel duped because there was not human interaction. Do not use this place! I would not have rented this truck had I known the price they would sneak out of me! Shady!KATHY D.
Customer did not leave a comment.John D.
Customer did not leave a comment.David G.
Customer did not leave a comment.WILLIAM B.
Customer service at this location was great -Christopher K.
It was unclear where to park the truck and attendant let me know in a rude way, yelled that I was coming to the wrong location and that it might cost more. I almost drove away but decided to pay extra if necessary as my son and dog were waiting for me. Turns out it was fine to drop there and he didn't need to give me the added stress. Very curt and not very friendly. Wouldn't recommend this location do business with.Marjorie R.
The operator here was very unpleasant to deal with. He's threatening to charge me for him to sweep the truck because he (wrongly) believes I had not swept it out. I have a photo of it clean. He was literally wiping his hand on the bed of the truck and when he felt sand/dust he told me he's charging extra. Waiting for someone from uhaul to return my call. I will not pay extra fees for him to sweep it out again.ALLAN S.
Customer did not leave a comment.Jacob R.
Customer did not leave a comment.Glendon B.
Customer did not leave a comment.John W.
We asked for a dolly, then when we picked up the truck and were asked to confirm if we wanted a dolly, we said 'no' - got charged for the dolly anyway. Guess that was our bad. Check the dashboard and behind the seats before you check the truck back in, as there was stuff there that wasn't ours and I have a feeling we would've been charged for that, too!Lauria C.
It took me almost one hour on the parking lot to figure out how to return my trailer after hours - even I created a new account with new email and pwd your system did not let me login to this account to sign out my trailer.Gerhard G.
Customer did not leave a comment.Lawrence Z.
The drop off lot was in front of the building. Drop off was accessed from the main street. The building was accessed down a one-way street. So, without knowing that the trailer should be dropped in the lot, I had to backtrack against the one-way street to get back out to the main street.THOMAS Z.
No signage, utility dolly and blankets not in truck. Good thing location was open confusing process at this locationWilliam H.
Customer did not leave a comment.Charles C.
Customer did not leave a comment.John S.
The guy closed an hour and a half early and was EXTREMELY rude to me on the phone, then charges me a cleaning fee when I left the truck spotless. Ridiculous and piss poor customer service.Jacob C.
Pave the lot where trucks and trailers are located so level and not muddy.Judy B.
Although it was a little difficult to find and sometimes you need to wait for the owner, he was nice and is doing a good job with this small U-Haul site.Diane D.
The location is not staffed with a U-Haul knowledgeable person. It is a laundromat staffed by a laundry attendant. The U-Haul app for returns did not function well and the person at the laundromat could not provide guidance. Ultimately, I called the 1-800 number and had my return record annotated to note the incompleteness of the app transaction.RH JR P.
Customer did not leave a comment.TaTanisha R.
The person who checked in the vehicle claimed that I delivered the truck late despite the fact that I left his facility, where nobody was present, at 8:58 for a 9am drop off. I asked numerous times if he had any video evidence of this with a time stamp. Despite my wife and I both looking at clocks when I dropped off (unfortunately, neither of us thought to take a picture of a clock with me walking out of the building) the attendant insisted I was at least 15 minutes late, without actually telling me what time it was that he claims I dropped off the truck. I will be disputing this charge with Visa since this is a fraudulent charge. I have never had an incident like this with a rental vehicle. I will be telling friends and coworkers about this incident and location.ZONKER W.
Customer did not leave a comment.Patrick L.
The employee at the location came out while I was completing the online check in and was giving me a hard time telling me I couldn't just make a reservation. I had to explain several times that the company made the reservation after my original reservation at a different location was not available. I was also told I had to park my personal vehicle off site so they had room for their inventory, however when I returned the truck there were several other personal vehicles parked on site. They did not include the furniture dolly that I had reserved either.Leigh Ann F.
The guy who runs this place is awful. He was the least helpful person I've ever met and in fact made me feel like I was inconveniencing him for just being there. I was stressing trying to park the auto transport because he said it had to be in this one exact spot and refused to help me park it there, so my sister and I spent 15 minutes trying to back up and steer the thing around, but ended up having to manually drag a pile of branches out of the way so I could whip around front ways and park it that way. Mind you, the owner was literally yelling at us to "just park it" and gave no other helpful words of advice or, god forbid, just offer to park it for us. Then when I returned the truck, he was FOLDING CLOTHES and told he was "too busy" to help me check in the truck and proceeded to harass me about making sure it was clean. Then he said "just check it in online, that's what most people do, I can't help you right now" VERBATIM. So I did that. Worst experience ever with U-Haul, makes me never want to rent from U-Haul again to be honest. I can't believe U-Haul approved this guy.Natalie J.
The guy who runs this place is awful. He is unhelpful and unfriendly. He makes you feel like you, as a customer, are a terrible inconvenience to him. It might be he's juggling too much, he is running a laundromat as well, but it's unacceptable. I can't believe he's been approved to run a U-Haul business.Natalie J.
Customer did not leave a comment.DAVID M.
Customer did not leave a comment.Arica J.
The equipment was just what we needed. I was surprised to get charged for two days as we returned the equipment two hours after we expected, not the next day.Benjamin B.
When I arrived to drop off the equipment, Chris (that is the name that he provided) said he didn't have time to check me in. He said he would get to it later. So I had to check the equipment in online. I turned the equipment almost 2 days early but was the charges were not adjusted.RONALD L.
This site was also not a dedicated U-Haul site but a laundromat, which was a bit disorienting. The guy minding the shop tried to be as helpful as he could, but he was busy with his main job while I was trying to figure out what to do to check in the truck. I haven't rented a U-Haul in decades, so these sites that do double duty as U-Haul sites were an unexpected complication.Pauline A.
Customer did not leave a comment.JILL N.
Customer did not leave a comment.Michael O.
My 7:30 Self Check In truck pick up turned into a disaster when the UHaul app told me the reservation had been converted to a manual check in, and the location did not open until 10am. Fortunatly, the laundromat that shares the space opened at 8am and the manager was extremely kind and competent in getting me checked in. The only glitch was that I had ordered 30 furniture pads and there were only two in stock. **Finally, does UHaul really not know until the day before the rental that the vehicle reserved months prior is not available at the rental location of choice?Jeffrey M.
Customer did not leave a comment.James R.
Customer did not leave a comment.Maria G.
Customer did not leave a comment.Marissa K.
Customer did not leave a comment.Gregory B.
Very nice man running the place, held our truck when we were running really late. Would definitely use this location again! :)Linda L.
I waited too longTyler M.
The person was helpful and nice.Ernest T.
The turn signal didn't work and This location offered no resource to fix the problem. I took the trailer anyways cause I need to drive out of state that day. There was Are you haul shop a couple of miles away in Burlington that help me get my Lighting harness to work but that was a separate problem in the trailer. Turns out a wire was broken on the trailer but I didn't notice that until later.richard B.
Customer did not leave a comment.sybil L.
Customer did not leave a comment.Emily R.
Picked up auto transport, apparently an old one and took 90 minutes as they weren't sure how it went on. A U-haul rep stopped by to help, but he only increased anxiety by again commenting how old the equipment was and admitted he wasn't sure how it attached because, â€œI haven't put something like this on for over a yearâ€.Kathleen U.
I was very confused about the drop off process. I received a text in the morning with instructions for self drop off at this location, however, location services would not work on the app when I got there. I was told by the employee who was there to go to a different location a few miles away. They turned me away and sent me back to this location. That was a bit of a hassle. It was a busy moving day in a college town where it seems for the few busy days a year it might be wise to set up a temporary satellite location for equipment drop off. Both Winooski and Burlington have very small parking lots and it was really hectic. One of the employees we dealt with was very curt, but he was likely very stressed out about the process because there just simply wasn't enough space. I find it hard to believe this doesn't happen every single year and I think it would behoove Uhaul to make this a better process for families who have no choice but to move their kids on this particular day.Heidi G.
Customer did not leave a comment.Patricia E.
Customer did not leave a comment.Zachary L.
Customer did not leave a comment.STANLEY C.
Dropped trailer off with no assistance. Business was marked but drop off point was not identified, just a vacant lot.Dennis S.
I have never walked in somewhere and been treated like a pariah. This man was rude and unprofessional. He was more worried about folding his clothes then inspecting the trailer. Then going to charge me a cleaning fee when the trailer was brought back in the same condition we got it. Then he has the audacity to call me and be rude again since he charged my card and it didn't work for him. Luckily I have protection on my account or I would have been charged an overdraft fee. Charges should be authorized by the card holder before they are charged. I will not be using uhaul anymore for this reason. I would never recommend this location to anyone.Nichole W.
We weren't told that the back needed to be swept out, just our trash removed. The truck we received looked the same as we dropped it off and we were told it was â€œdirtyâ€. They did allow me to sweep it myself rather than pay a $25 fee, but there were maybe 3 leaves in the back and items from previous moves, not ours. He told us when we sign the truck and leave that's what we are also agreeing to, but we were never told to look inside.Geoffrey S.
The agent was very rude. The location was difficult to maneuver, and the agent yelled at me for parking in the UHAUL parking lot, though the UHAUL truck needed to be parked in a different lot -- this information was not marked and not explained. This type of treatment, happening from my second experience with UHAUL, makes me not want to use UHAUL ever again, nor will I recommend UHAUL.TRAVISW A.
Customer did not leave a comment.Pierre H.
We didn't anyone to help us out. we just drop off the truck.Patricio M.
very helpfulJesel M.
Customer did not leave a comment.Anita L.
Great experience. Nothing to improve.Sabina H.
Customer did not leave a comment.Bailey K.
I was routed to this location by the UHaul call center. The person at the location (without a mask!) refused to accept the truck, started shouting at me, and did not want to hear what I had to say. Extremely unpleasant experience! Then I see $45 of unnecessary fees - after hours?!? I dropped it off at 8:40am before my 8:45am scheduled return. Cleaning fee?! The inside and cabin were as clean as I had found it.KOUSTUBH P.
First truck was boxed in. Waited on hold on 3 different phones for more than 40 minutes each to speak with someone. She kindly had us move our pickup location, and due to the delay I had to extend my reservation a day.Hannah S.
We cleaned the open trailer and he charged us staying it was dirty, even though it wasn't. Also poor signage.Mark H.
Excellent customer service. Very professional and informative. There are no improvements required.Tina H.
Customer did not leave a comment.Anita L.
Customer did not leave a comment.Glenn G.
Customer did not leave a comment.Patrick G.
the man refused to give me his name. He wasn't wearing a mask even though Vermont law required him to do so while inside and he leisurely put on his mask as I approached him. He refused to sign anything confirming i had returned the truck and he wouldn't let me come out with him during the inspection. He was rude and testy.Susan T.
Customer did not leave a comment.Elizabeth C.
Worse experience ever will never be getting a truck from them againMontell K.
This guy needs some customer service skills.Dallas B.
Customer did not leave a comment.Milton S.
don't tell customers the truck yo ordered would be ready at the Noyes location to find that it wasn't there inconveniencing me and my ride to have to go to another location (Winooski). Also, inform people that supplies are only available at the Riverside Drive location so I had to travel to yet a third location to pick up boxes!! This experience cost me approximately two and a half additional hours!!! Not a good first experience with UHaul. Perhaps my last.Roger L.
The convenience of being able to pick up a truck on a Sunday afternoon was awesome. On the other hand, it was the only truck there. The employee acted as if he was letting me borrow his most prized possession. I don't know if he generally deals with idiots or not, given the location I would not be surprised. But this guy BERATED me before and after about the cleanliness of the truck, as if I gave him the indication I was a dirty person. We moved a new couch with it, still in the wrapping. Overall the service was handy but your boy could stand to learn a lesson or 10 in customer service.kyle W.
The man I spoke with on the phone at the location was borderline rude and lecturing. The truck served its purpose well.Marc N.
Best uhaul service in Vermont. Closest location to the interstate and plenty of parking. Dog friendly. This is the ideal uhaul experience. KudosRobert L.
Customer did not leave a comment.WILLIAM R.
Hard to locate.Nancy M.
Better sign for entrance.timothy R.
Customer did not leave a comment.Wade C.
Make the online check in process clearer. I did not know I should submit my photos of my ID and headshot early.Lauren G.
Online check-in took a long time (hours) to send text messages with necessary codes, eventually had to go to counter to get keys. Codes arrived via text while I was already loading! This was NOT the fault of the location.MICHAEL I.
There was an issue with the U-Haul application on the tablet where the final acceptance button on the payment screen loaded partially off screen so we weren't unable to proceed past that point.Bryce Y.
The owner is very rude and I was disrespected by this man that ran it. I will never rent u-Haul again because of this experiencejohn M.
Customer did not leave a comment.Elijah R.
Customer did not leave a comment.Lydia J.
$19.95/day....what a joke! It cost me $61.85 for 5 hrs., 29 miles....truth in advertising might be a principal you look into!Joe R.
The person who rented me the U-haul was rude to me when I picked it up and dropped it off. When I dropped the truck off he told me he almost towed my car that was parked in his parking lot and said, â€œpeople normally park at Winooski school.â€ I asked him why he didn't mention this to me when I picked up the truck and he said â€œI don't know, you just walked in.â€ Parking spots were labeled for customer use, and as a customer buying a truck from this man I did not appreciate being treated that way. I dropped the truck off 4 hours earlier than I said, with a full tank of gas, truck empty, there was very minimal shreds of grass in the back, which he instructed us to sweep in front of him so we did not get a cleaning fee. Overall very dissatisfied with the customer service and how I was treated as a responsible U haul customer. I will never recommend or rent a truck from this location again.Chelsea B.
Train people about customer service and how to inform people with the correct information. Also let people know within 24 hours if something isn't right with the reservation's being made.Kenneth L.