I had to pay to have the uhaul boxes moved 90% of the way to my new home. To have it moved the additional 10% and have it dropped off at my driveway (which is the whole point of uhaul boxes), I had to pay almost the same amount as before. So I had to pay about double what I was expecting to. The staff was friendly and helpful but the system itself is broken and I won't be doing this again. Also way too many furniture pads
alan H.Customer Reviews for U-Haul Moving & Storage of West Springfield
Testimonials From Recent Customers
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It is not location, it is the logistics. The Drivérs are great. They are your positive
Christy S.The online reservation system is a pain in the neck. It's much faster to call the location. I entered Westfield 01085 as the pickup location (which is minutes from my house and the location I regularly use), and missed the fact that your system changed it to West Springfield. I also hate having to skip over all those upsell pages. There should be a quick one-page way to order a truck for customers who are already registered. If I want extras, you should have a product page and let me add them to the cart - you shouldn't force me to page through multiple upsell pages to complete the transaction.
David F.Very good experience. Caitlyn got we set up to go in no time and was very nice and personable. She went through my rental and got the trailer hooked up for me. The return was also very easy. The young woman who helped me took the trailer off the hitch and got me on my way in no time.
RICHARD R.I went to this location and Jack, who is the manager, helped me out with deciding which size of the vehicles I would need for my event and helped get me registered as well. Very courteous and helpful.
KIMBERLY S.There was no paper receipt at the time of return AND I have yet to receive and E-mail receipt of my final billing.
JAMES M.Lady behind counter very rude!
RAMON O.Pickup process was very efficient. Agent was friendly and helpful. Return process was quick and smooth.
MARK U.Truck ran great! I was able to get all my belongings in and moved within one day! ¡Gracias!
MICHAEL M.I really enjoy the assistance that was given to me when the wrong trailer was rented they fix the problem ASAP thank you guys.
LUIS L.I requested a truck in a specific location, and was told it could possibly be at a different one depending on who had the size I needed. I never was called about my truck, so I called the evening before to find out it was to be picked up in a different county, an hour away. I had hired movers thru moving helpers with uhaul. Because of this distance I paid movers to sit in my driveway and wait for me. I was told with attitude that a district manager called me 24 hrs before pickup of the location change. When I said I never received any call from uhaul the girl insisted someone else at my home must have take the call. I assured her I lived alone and the number they had was my personal cell. She was rude, and I was out 180.00 I had to pay the movers extra time, and the stress and chaos was horrible, and uhaul said there was nothing they could or would do to compensate. Will never use them again. Truck had 1/4 tank of gas, no windshield washer fluid in it at all. Poor customer service and maintenance.
NORA P.The woman who helped me was extremely helpful and friendly. She explained how my storage unit works and how to get in. I will be doing all my storage and rental truck business with u-haul
Paige J. | First ImpressionsFantastic facility! Great management!!!
Kirsten R. | First ImpressionsAlways check to be sure a trailer has a plate on it and prevent any unpleasant surprise.
RICHARD ALBERT R.Trailer gate lock needed repair
RICHARD C.Install a second grab bar on back of van for getting in and out of van
KENNETH R.THIS WAS THE WORST EXPERIENCE OF MY LIFE! THEY WAY YOUR STAFF TREATED MY HUSBAND AND I IS REPREHENSIBLE. THE AG HAS BEEN NOTIFIED GT READY TO PULL CALLS-LOL.
Brian G.Friendly and knowledge. Thank you
THERESE N.Service was excellent. Truck however had check engine light on the whole time and engine sounded in need of repair
DIANE S.Nothing comes to mind. The customer service was simply Outstanding.
BRIAN B.Weekly rates
HUEL F.I will use the service again if i need to in the future...
Iris F. | Overall ExperienceThank you awesome experience...
DERRICK B.Sell me that trailer
MICHAEL C.Went to spfld first, went thru all paperwork told them we were keeping it til April 12, they couldn't figure out how to put it on 2 separate credit cards so did til the 30th and said we could pay rest when we got back. Then lights wouldn't work. Didn't have another trailer so we had to go to w.spfld. and went thru everything again. But now we can't use the credit card because it takes days for refunds to hit a credit card so had to use a different one, and because they should of did a void instead now I wasn't able to use that card for almost 2 weeks. Then on the 30th I get a call from Joe about the return and we told him we were not coming back from our trip til the 12th and he asked why does it say the 30th and I told him and that they said we could pay when we got back, and he was upset, and short with us and hung up. Next day I see $566 charge on my debit card which I did not approve. He should of explained and said we had to pay and I would of use a different card. Then a girl called and we were on our way back from FL. And I told her we would be there in the morning cuz they would be closed by the time we got there. So she charged my card for another day. Didn't say she was or that we could still drop off because when we got there next morning there was a sign 24/7 drop off. The u haul leaked and got my stuff all wet. I think spfld. Should of went and got us another u-haul instead of us doing all the paperwork twice, holding up my money, and driving to other places and didn't get to start packing up till past noon and was there at 9am. They should of also checked everything to make sure it was in working condition before we picked it up. Also, I think it's terrible that you would charge 3times the amount for a 3 day one way than having us keep it for a month and have to return it. And I had to find a place to store it for the month. Was told $1800 for a one way 3 day to Fl. Or 29.95 a day. We were down there for 3 weeks plus a week for down and back. People I told we're shocked. I'm glad that I will never need another u-haul. This is the story I will be telling. And your guy Joe needs more customer service help.
RONALD R.I found it extremely expensive to do the small move I was doing. I will go out of my way to borrow someone's van next time.
THOMAS M.Continue the great service & knowledgeable staff.
DANNY H.Excellent service and availability is always great
GEORGE K.I appreciate the reminder calls, I would always forget to pay my rent! The staff was very pleasant and helpful!!
denesha c. | Overall ExperienceCustomer service has always been excellent at this location in West Springfield MA. I highly recommend doing business at this facility.
CHERYL B.UHaul Picked up the loaded container 1 day late and pushed their committed delivery date by 1 day. This new date was not convenient for us anymore. I tried to speak to someone but they either hang up on me or put me through another person who had no clue of my previous conversation. Took me 1h1/2 with no change. We had to find a way to sleep in the new condo with no furniture. The container arrived even 2 days later than committed.
Bruno D.Awesome service checking on and out very professional staff I was very impressed they couldn't be and nicer or better great job
ROBERT N.truck was filthy!!! steering wheel was sticky. NO COVID PROTOCOL. My pick up location was changed on the da before not convenient. would never use uhaul again!!!
ANDREW V.Manager Joe in West Springfield, MA is excelllent!
Tom H.The initial phone call to get rates and availability put me on hold for 40 minutes I finally hung up and drove to the ,location.. The mileage cost quoted verbally did not match what the quote stated and any attempt to discuss this was dismissed. One would assume that vehicles are checked out prior to renting. The first truck had a mirror that rotated freely 360 degrees and was not drive able. . The second truck had a fuel gauge that read incorrectly, causing me to fill it up with the gauge indicating 3/4 when in fact it was full.This cost mean unnecessary 6 gallons of fuel. Again, attempt to discuss was dismissed. Your company needs to be more customer centric with personnel not so dismissive holding the corporate line. Good personnel doing their job,poor corporate policies.Take it or leave it attitude.
DAVID P.My rep was amazing! She was there to rent the truck and when I dropped it off. Handling multiple customers efficiently and was so helpful. I always use this location no matter where I live.
MIRANDA M.Little slow returning and picking up all and all not bad!
PATRICK N.I was so disappointed, well furious may be the better word for the complete lack of communication within UHaul organization in regards to my pod rental. From Florida to West Springfield was a complete shit show basically! Left hand had no idea what right hand was doing. Hidden charges, complete incompetence. No one seemed to know how things worked. Those at Uhaul stores said one thing, over the phone I received conflicting answers about everything. Do not rent a Pod!! Rent a truck, safer bet!!
Karen M.The Uhaul was not ready when we arrived to pick it up. Also my card on file wasn't charge instead my driver was told I didn't have a card on file and he was charged for it.
CHAD R.I live in Springfield mass but union st west springfield is my store. From renta to moving stuff they got everything. Thanks uhaul. For very good services and attention to the customers.
VICTOR J.The uhaul in west springfield was fantastic! They were super easy to work with. No problems from my perspective.
Micah L.I felt that the amount of calls could be limited. WAY too many calls recieved. I used UPack a month prior and their business model and online dashboard was much more up to date and seamless. Only recieved 2 calls from beginning to end. Also Upack's actual container blows yours out of the water. I received my flimsy UBOX screwed shut and bolted closed. This created a huge inconvenience since I did not have tools on hand. Also it just shows how flimsy the UBOX is that you had to screw it shut in order for it to not fall apart in transit. My other issue was that not one of your employees who I encountered ever wore a mask. Yet you asked the me 4 times regarding my exposure to covid when you aren't even following basic covid business guidelines. Overall it was not a good experience. All the phone calls added so much extra work and stress during the move. I would definitely not recommend UBOX to anyone ever. You guys should really take a look at what Upack does. It is just such better service and quality for the same price. Only reason I didn't use them this time was being they do not do short distance moves.
Jorge P.Very pleasant experience from start to finish!
Peter C.Reserved a piece of equipment at one location, arrived on time and was told they didn't have it and I would have to go to another location to use the 2nd locations equipment. Springfield was the second location and the folks there were great. I have had multiple bad experiences at the Westfield location. 50$ reservation guarantee huh? yeah right
TRAE J.That rental are to be full tank pickup and return full pickup just don't want any Surprises thank you have a nice day
ANGEL C.Nothing. It was great!
MIKHAIL K.Unable to utilize the online check in tool to expedite check in. Used inside to check in and no one was present for 10 minutes. Agent was professional and quickly helped me check in and be on my way. Average rating was given for wait time. Overall good experience
GREGORY D.Your after hours check-in is horrible. I scanned the app that then needed a number from my email. I went home and looked it up which then required me to return to the location to scan a bar code that did not exist. Just do a key drop!!!!
W P.Mike is an excellent employee. He was extremely helpful, very friendly and professional and an asset to Uhaul!!! Great experience!!!
THOMAS ANTHONY E.I rented the vehicle last Saturday and when I returned the vehicle, I was told that I would receive a receipt via email. I have not received that receipt.
MICHAEL S.I reserved a week after a pick up truck with a car trailer when I went to pick it up it wasn't available
LUIS A.Very good experience. Only thing they could do would be to have more staff to assist customers. Overall a very good experience.
RICHARD S.Nothing Joe is great over west Springfield union Street Massachusetts..
LOUIS F.n
Randall T.Quick and easy process. No need to change anything.
Melissa R.Joe was always very helpful.
Suzanne M. | Overall Experiencei ike the facility and have never had an issue there so i keep coming back when i need a storage unit.
JEFF J. | First ImpressionsMerry Christmas Thank you
Ana M. | Overall ExperienceJoe the manager was extremely helpful and very attentive to our needs.
Tom S. | Overall ExperienceJoe Wardrop at the Union Street, West Springfield, facility has been extremely helpful each time I have visited. Joe was patient, understanding and went out of his way to assist me with the many questions I asked. He has a pleasant demeanor, knowledgeable about the facility and was very respectful. I have not moved into the storage facility as yet, but looking forward to it. Thank you, Joe, for your assistance. I very much appreciated working with you!
barbara s. | First ImpressionsWhen i opened my account for storage your staff was rude and unhelpful. At closure of my account your staff was very friendly and helpful.
michael f. | Overall ExperienceThe only reason I didn't give an "excellent" rating was your credit for unused month policy. I paid for the full month of October on 10/2 and emptied the unit on October 11 but was told there was no partial month credit for the unused 3 weeks. That was disappointing. Everything other than that was just about perfect. Great job all.
Tom c. | Overall ExperienceNo nonsense approach to helping customers
GREGORY H. | Overall ExperienceCuster service was excellent! The facility is very well kept. Clean! Everyone is friendly. The Uhaul store is well stocked with all the items you need to pack.
Cheryl B. | Overall ExperienceExtremely helpful at the West springfield Ma. facility. Jack was very helpful during my check in service for the truck. He was able to find me a solution for my storage. He was very professional. I truly was distraught over my situation but he resolved all my concerns. I highly recommend anyone looking to rent a Uhaul and/or storage issues go to West Springfield!!!!!
Cheryl B. | First ImpressionsThanks uhaul for making life easier through theses hard time and God bless all the worker who continue to work through these hard times May God bless them and their families amen thank you uhaul♥️👍
peter r. | First ImpressionsReserved a unit with the impression that i had 24/7 access After i signed the contract and paid my fee the employee brought me to the unit.. once he opened the unit the alarm went off and then told me that they dont have any cards. i was not given a code to use either. i was also told they were open until 8, when i showed up at 7:05 the employees watched me walk up to the door and left in their cars.
SEAN A. | First ImpressionsGreat staff very helpful. Lines move fast
James C. | Overall ExperienceVery clean and nice.
Karla M. | First ImpressionsManager and his assistant were extremely professional and courteous. ¡Gracias!
Corey L. | Overall ExperienceWonderful service. Good deal👍👍
Jose M. | First ImpressionsGreat experience
Natalie P. | Overall ExperienceOur only issue is that we moved out of the unit 12 days before the end of the month and the rent was not prorated. Like every other place, including the Post office issued a refund. UHaul should too.
ronald S. | Overall ExperienceA great facility. I will use your services again.
David B. | Overall ExperienceNo further comments
cynthia d. | First ImpressionsAwesome customer service
Denise V. | First ImpressionsCheck-in process was very rushed and disorganized. Also, I was going to be charged for a lock twice. Would not recommend.
Shaun F. | First ImpressionsThe manager was very helpful, courteous and took the time to walk me through all the features of my storage unit
kent d. | First ImpressionsI was very impressed with the manager Joe. He was so kind, capable and helpful.
Caroline M. | First ImpressionsJoe was very patient and helpful!
Katy B. | First Impressionsmanager and employees very courteous and helpful..
Jay R. | First ImpressionsBueno
changmin j. | Overall Experienceif i needed a storage unit again i'd definitely go back to that Uhaul. big thanks to Jonathan Hernandez who helped me close out my unit. super helpful and very nice.
JEFF J. | Overall ExperienceDidn't go to the site - had items delivered. Very good job.
David M. | Overall ExperienceGet your stuff together. I asked for a truck with a ramp. Get to the house to move, no ramp on the truck! Made moving very very very hard. Not enough space to explain everything else you did wrong.
David D. | First ImpressionsVery clean, easy to access storage units and well lighted.
steve d. | Overall ExperienceThe staff at this Uhaul is exceptional and deserve special recognition. They are knowledgeable and courteous as expected, but what makes them exceptional is their kindness. The facility is very clean.
karen r. | Overall ExperienceAfter 6-8 months of renting a 10X10 unit I downgraded to a 5X10 unit which costs $89.99.But after a couple more months I was charged $104.99 for the unit before Ins and not sure why? Never told WHY?
john n. | Overall ExperienceThe staff person who checked me out today and whom I interacted with on another occasion previously was excellent customer service and very friendly and professional
NICOLE O. | Overall ExperienceGreat service.
luz c. | First ImpressionsJoe the manager was excellent to work with and very customer focused.
Chris S. | Overall ExperienceGreat!
Madeleine Samant D. | Overall ExperienceVery good thanks!!!
Jennifer G. | Overall ExperienceEveryone was pleasant and very helpful. I interacted with 3 different staff members to include the manager and they were all great. Thanks!!
Tim G. | First ImpressionsEverything and everyone are great. But the doors to storage opened before I swiped my card allowing anyone into the facility. Swiping the card should open the doors making it more secure.
Karen G. | Overall ExperienceI am very dissatisfied with the email receipts that have been sent. I am unable to print them. They either don't print or they are the size of a postage stamp.
Joy B. | First ImpressionsNo comment.
phillip e. | Overall ExperienceJackie was awesome! She helped me tremendously.
emily t. | Overall ExperienceMy storage unit got flooded every time it rained, I kept all my belongings at this location while I found a place for my family and a lot of my belongings were ruined. Unexpected for this brand.
Rayan A. | Overall ExperienceMy only problem with the experience was trying to get in contact with someone in order to have my U-Box pucked up. There should better communication with the actual location.
Christopher R. | Overall ExperienceJackie is amazing and was very helpful!
Laura H. | Overall Experiencegreat
Joanne R. | Overall ExperienceUHaul makes it hard to get a full UBox back. (1) By 11am day before delivery still no time estimate, so cd not schedule movers. (2) No sameday pickup; storage units won't let it stay overnight.
Elise M. | Overall ExperienceI NEVER MOVED OUT someone removed me from the computer and I had to spend nearly 45 mins to check back in due to an employees ERROR.Ive rented here for 8 months now but my rent went UP with NO REASON
john n. | Overall ExperienceCan't say enough nice things about the staff at this facility. They went WELL above and beyond for me. Sincerely appreciate the way they conduct business! Look no further, use these guys!
Elaine G. | Overall ExperienceThe staff were very helpful and this is a great UHaul facility.
Kaylie M. | Overall ExperienceNice our vehicle had a back-up camera! And it was super clean inside! ¡Gracias!
patrica M. | ReservaciónI didn't use the facility. I had two U-Boxes delivered/picked up at my location. There were hiccups, later solved, for delivery and pickup. For the latter, the driver never called to check on time.
Matteo L. | Overall Experiencepaid my monthly rent on time . Zero balances always. BUT received "late " notices, liens and bin padlocked .. I rate West Springfield staff and facility perfect - your Arizona HQ totally incompetent
Jay R. | Overall ExperienceAll went well with my move from St. Louis. I had problems with delivery. People didn't get back to me when I was told they would.
Jacqueline B. | Overall ExperienceI spent more time resolving issues with paperwork and records than any where I have ever been to. The people either were not trained or knowledgeable.The doors were never secure.
Mikkel T. | Overall ExperienceYou sent this email to the wrong person so you get very poor response
brenda m. | ReservaciónThank you! I have been recomending you guys to everyone I know.
Rosalia l. | Overall ExperienceI was really depressed when I reached at uhaul 380 union street I was there before closing but they did not open my storage account there and told me to wait for the next day becouse they were tired
Muhammad S. | Reservacióneverything went perfect!
Chrisitna G. | Overall ExperienceThe facility was in a convenient place for me. It was clean and I had no problems. The reason I ended my storage contract was due to recent charge raise.
Patricia M. | Overall ExperienceWhen I arrived they reported that they did not have a reservation for me which confused me.
Laila C. | Overall ExperienceI never received notification that my UBox was delivered to the site. I had guaranteed delivery on 05/26, and spent a month trying to track my box down. I found it MYSELF 06/20.
Nicole M. | Overall ExperienceThe facility was clean, well-lit and secure. Staff friendly and helpful. Payment of the monthly fees was also very easy. I would definitely rent space again from this U-Haul location.
bethanne c. | Overall Experiencewe had a pod delivered to our house, no issues whatsoever between the drop off and pick up. Very pleased,
Sherri D. | Overall Experience