Self check-in is difficult for the non-tech personTimothy H.
Customer Reviews for Thirty Pines Self Storage
(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 average rating was because the people who dealt with the issues when I tried to pick up the rental van were doing their best and the condition of the van was good. However, what really drags this rating down is due to when I showed up for pick up the van. The customer service rep (who was kind and really trying) was not able to access U-Haul's site on the computer, so after several attempts he tried on the mobile device, got to the last screen for check in, could see I had done everything, but even after he scanned my license in, I had to try to resubmit it using my phone because the site was not recognizing that all the information was already there. I was beginning to get nervous about all the times my identification was being scanned and sent over a site that was not working properly. It didn't go through, The customer service agent, had to call another person, who reviewed all his attempts and then tried to call someone to straighten out the situation. After 45 minutes of trying to get signed in they let me take the vehicle and agreed to adjust the rental time so that I would actually have it to use for the 4 hours I had reserved it. By the time I returned the van, they had been able to get through and email the contract to me. However my bank account showed the estimated fee was charged (when the paperwork said it would not be), then the charge was taken away. The actual charged showed up but it was duplicated so that it currently is being charged twice! I am waiting to see if it straightens out by the beginning of the week, otherwise I will need to call my credit card. U-Haul needs to spend some money to upgrade and get it's online systems working properly and reliably for both customers and the locations that offer U-Haul's service. This was my first time with Uhaul and I am unsure if I would give this another try or use someone else. Waiting to see how much of a hassle it is to make sure the charges are correctly executed.Sheri S.
I did not know that I had to return the vehicle refilled - that was not in the online information. I was told that as I took the vehicle. I had assumed that the per mile cost accounted for refilling gas. So, it ended up costing me about $30 more than I had planned - still less than the alternative, but not as good as I had thought it would be.Terri F.
Customer did not leave a comment.Wendy B.
Customer did not leave a comment.William P.
The following comments are not a reflection of the person who assisted us as he was good at his job but works for a company that could care less about the people they serve. We were made to pay and additional $23 for extra miles but we didn't drive extra, the quote from Uhaul was incorrect. We told uhaul we had to go from one place to another and they wouldn't make an allowance for us having to drive the truck an additional amount of miles to bring it to the closest drop off point. You literally made us pay more to bring it to you. We left the rig with more gas than we started with and there is nothing you do to compensate the customer for that. Again, my comments do not reflect the work ethic of the agents in the pick up/drop off points - simply the way the company policy of bait and switch. Never again Uhaul, never again. The price of the Uhaul went from the price we were given online at the time of the reservation $167 to $220 when we got there to pick up the truck, plus $23 for "extra miles".Connors L.
Customer did not leave a comment.Rebekah C.
This had nothing to do with the person who was working there that day - she was very helpful and trying to make the best out of a hard situation. This review is more directed towards how the company appeared to be set up with their processes. I had a time set to pick up my Uhaul van at 9am. I got there right on time and there was another couple ahead of me who were scheduled for the same time slot (which doesn't seem to make sense), then there were a lot of issues with them being able to get the computer software to work to allow the Uhaul to be rented out. I understand that things happen, and again, please know the employee that was there was great, I just wanted it on the record that you might want to look into the process/software.rebecca H.
Customer did not leave a comment.erin S.
Customer did not leave a comment.karen E.
Customer did not leave a comment.Edward F.
24 /7 pick up was a nightmare and it took about 1 :30 minutes to navigate , i was on hold for about 20 minutes after inputting my license about 8 times ! Not this locations fault at all ! the drop off to Lindsey on return of the Van was such a pleasant exchange she should be a very prized employee she was delightful and incredibly helpful and pleasant to work with!Deborah E.
Polite staff.THOMAS C.
The person at the drop off location closed a half hour before their posted closing time which I had called and confirmed prior. I was able to get a hold of them via phone while they were still on the premise and they told me to call U-Haul rather than access the U-Haul app where I could have updated my debit card information and mileage log. It wasn't until after I left the drop off location and called U-Haul that I was informed I could do all this on the U-Haul app.Tim D.
Customer did not leave a comment.Janet E.
Customer did not leave a comment.Patrice Z.
I requested and paid for an appliance dolly and furniture pads and wasn't given either. The facility was set up in a frustrating way. The key box was far from the truck. A lot of going back and forth for keys, confirming the truck. Confirming the fuel and mileage etc. enough already. Put them close together. The site itself was a little confusing as well and should be streamlined.Melissa T.
Customer did not leave a comment.Theresa W.
Late night key drop offJennifer B.
Courteous staff.Sharon R.
Continue using Thirty Pines to rent the Van.Donald S.
More outside lights around this location! Some signs showing the U haul office!Shawn G.
I had a 1:30 reservation. Was there at 1:20. Did the online check-in, which took 25 minutes, but the place wasn't open. When they finally did get there at 2:15, there were no apologies, only 'I get to take a lunch.' She never came out knowing we were waiting, she just flipped the sign over to Open. Thankfully I was paying attention. Waiting for 45 minutes and no apologies just attitude, isn't how to conduct business. I had people standing around waiting to help move. This was the absolute worst service I've experienced.Melissa R.
Customer did not leave a comment.Olivia R.
Customer did not leave a comment.james M.
Truck was ready, idling, warmed up when I arrived.Jon M.
Rented truck for 19 miles. Returned when business was closed. Charged for gas $11.00. I returned with video proof of gas gage starting and ending point. Also receipt for gas purchased. The manager understood and contacted headquarters while I stood there. Was told I would get a refund. No refund posted to my account . Its been a month.Robert T.
Customer did not leave a comment.David W.
Customer did not leave a comment.MAURICE D.
No one was present at the time of pick-up. Also the app would not allow me to self check out the trailer I had booked. I called the location 3 times on different days and no one ever answered. Not even a U-Haul voicemail. The line would go dead after 5 rings. Very poor.jared C.
The young woman at the 30 Pines location in Concord NH was very knowledgeable and helpful. However, the young woman in Concord NH seemed to be a bit inflexible and gave me incorrect information. I have used UHAUL many times in the past and can will continue in the future. Thank you for your assistance in my mini arduous moves.DENISE B.
Staff was very friendly and helpful. I would give 10 stars if I could. Best experience with uHaul so far.Andrew S.
Had to drop off rental after hours due to holiday. Called staff to explain situation and they were responsive and helpful. Had to wait for most of the day to recieve receipt for mileage and fuel use. Was also charged for a broken reverse light was broken when picking up vehicle. Staff at location was unable to help with situation. Waiting to contact corporate about situationjordan S.
Customer did not leave a comment.KENNETH B.
Charged for fuel even though tank was at the same level as when picked up. Tried to call numerous times to resolve and phone was never answered, over the course of several hours. Charged extra for mileage even though we were asked to change our drop-off location to a further location. Our first bad experience with U-Haul, unfortunately.Bridget B.
We rented a truck from the Fisherville Road, Concord NH location for several days. We picked it up there and we were returning back to them. The person we dealt with was very nice and gave us an extra day to return it which happened to be on a Sunday when they are closed. On Saturday we received a voice mail saying it was due back that afternoon. On Sunday we received two more calls stating it needed to be returned. I believe these calls came from another U-Haul in the same town but not the Fisherville Road U-Haul we were returning it to. I would recommend renting from the Fisherville Road U-Haul.Micheal S.
Customer did not leave a comment.Philip G.
Customer did not leave a comment.Hannah H.
Customer did not leave a comment.NELSON O.
I was taken aback by the verification process before I could get my keys. I didn't know I needed that info, so I was lucky my reference person picked up the call so I could rent the truck. This is something that should be communicated before I had arrived so I could let the person know to expect a call, or to bring another form of verification. The person I spoke to on the 24/7 help line was very helpful and kind, and let me know what she needed to do to approve me so that I could get the keys.Laura B.
Customer did not leave a comment.ROMEO V.
Customer did not leave a comment.Charlie B.
Customer did not leave a comment.paul I.
Our local Uhaul was extremely helpful and caring of our situation. Couldn't be more grateful!BRANDI P.