Reservation #23493655 was made on 06/13/2022 On Thursday, August 11th, I received a voice message and email that U-Haul has changed the pick up location from Burlington VT to St Johnsbury VT, 80 miles away. I attempted many return phone calls (only to be put on hold) and responded to both the email and the website as soon as I could. The Bad â€" U-Haul's business model of changing the reservation at the last minute without my approval. This is an extremely “customer unfriendly†process. The online reservation pick up location as “preferredâ€, not a guarantee is extremely poor. If I needed equipment in St Johnsbury, I would have requested a St Johnsbury location. The individual who I final spoke with on the phone. He really needs some “people skill†training. I do not like being accused of creating the issue because I did not immediately answer the phone when U-Haul tried to contact me. The Good â€" The two individuals that I worked with at U-Haul of Burlington. They were a great assist. Karna, the customer assistance that helped with the after hour drop off because the online app could not resolve the contract.
Mark R.Customer Reviews for U-Haul of Burlington
Testimonials From Recent Customers
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Walking alone two lots over to retrieve the truck was not something I was accustomed to when picking up a rental. No review with me regarding the pick-up for a visual look-over together. must be a COVID restriction thing ...not sure. If it is, an explanation would have been sufficient.
MARIA V.Gracias
lee B.Super easy. Nice people. Thanks!!!
Mary C.Front desk staff extremely helpful in helping me plan and schedule a few extra days on my local rental.
Peter L.The manager was very helpful and my 4 year old son loved the cardboard u-haul truck piggy bank he got!
Adam S.Great staff. Fast and helpful.
AJ R.Guys at Riverside are great! Thanks for making it so easy and convenient!
Justin M.Easy return
MICHAEL T.Good place and a good strong vehicle to use for the week we had it for. John
John V.Ensure that s/he receives and understand the approve/dispute system. Its good, but mine was sent to my landline and I only found out about it by accident.
Robert S.After experience at Jeffersonville in which the truck we reserved was unready, team at this location was very helpful and got us a different truck that worked out better than the original
James V.Service was outstanding !!
Rick H.as i was not allowed to hook up the trailer myself, i waited about 15 minutes for the attended to hook it up for me there was an issue with the trailer regarding the right directional light and he said it was with my car he brought out a continuity tester and check the connections after which my cruise control light started flashing and my check engine light came on. not at all happy with uhual and yhus episode will motivate me to step up my search for a trailer to buy so i dont have to rent again!!
Donald S.Dangerous tow attachment, almost caused issues later on. Employee was texting the whole time and staring at his phone screen.
SPENCER M.The Moving Help description of "load/unload" is highly misleading as it does not cover both addresses.
Cindy D.Very friendly and efficient staff at this location. Truck came to us on empty but we received more than full credit to leave it at 1/4 full and it basically paid for our rental. The only issue and not their fault was that the reservation system had us picking it up in Williston vs Burlington but I was made aware of it via phone call…their online system what not caught up. It would have been nice to be able to leave it it Williston where our storage units were but we had to drive back down to Burlington after a long day. Otherwise it's easy to reserve and pick up
Darlene C.Nathanial is the best! I have worked with multiple Uhaul locations and he is an all star!
TheNature C.I did not know I would be charged $25 for a "cleaning fee." This is an unfair added hidden cost. All that was needed was a quick sweep of the back--1 minute.
John C.Riverside store was great and helpful but U-Haul main core phone system was horrible!!
Carey K.Not sure I would recomend. I ordered pads that were not provided. Final billing had nickel and dime charges not understood (exc. from fine print.. Overall not a great experience.
Mark J.The location is great and the truck was fine, but the after hours return process is ridiculous. Having to submit multiple pictures for proof, including the parking lot. When I tried to add a second picture to the odometer/gas gauge, it failed and I had to start over. Then the odometer entry kept disappearing. It took over a half hour of my time when I was very tired, when it used to take but a few minutes. That's on you, uhaul.com.
James B.Needs more help at the reservation counter. Only one person there. Very busy location. Otherwise, everything was fine.
lee B.This location and the team here are great. My overall U-Haul experience sucked. We had reserved a 15' truck over a month ago. The day before our rental, they called to let us know it was not available at the location we chose. Instead, we were meant to pick it up 90 minutes away, from a location that was closed on Sunday, where there is no reliable cell service to use the app for pick up. So we had to drive to Burlington from Montpelier and rent a panel van. We then had to make 2 round trips of over an hour to move our stuff. Awful experience. Again - nothing to do with the efficient and friendly team here. Just U-Haul in general.
James W.24/7 truck share is great, but the different levels of certainty you'll get the vehicle you reserved is unforgivable. Seems like a terrible practice. Nice people at this location!
Paul P.Excellent service. Perfect install. This is my 2nd hutch install on 2 different cars. Both times, highly satisfied!
Jane S.You might LIST "out of state one way rental charges for customers to see. I was stuck and needed to rent a one-way 5x8 covered trailer, thought I was getting a great price, but then again "LISTED PRICES VERY MISLEADING". Probably will not be a return customer, may invest on owning my own covered 5x8.
gary C.I don't think you can. The man that helped us was super knowledgeable and friendly. The trailer was in perfect condition. It was fast and easy.
Debra E.Incredible service.
Scott T.Always quick and easy. Nice staff. Nate is great!
Jacob D.The person who I picked up the keys from first tried to charge me twice for the protection package even though I paid for it online. He didn't even deny that I already paid for it. He also didn't tell me that I would be getting a text asking for approval of the equipment, so the link expired and I had to call the helpline. However, the employee I dropped the van off to was very nice and helpful! As was the person in the helpline!
Erin D.Deliver and pick up at my house!
James B.Brad was very helpful with a last minute rental!
GORDON S.Great experience. We were able to get exactly what we needed and we appreciated the billing being made clear
Sarah P.Excellent customer service!
Amy L.Small team there seems overworked, although trying hard to keep up - add staff!
JOSEPH P.I rented a 20 ft van and a car trailer from this location. I did a walk around and I didn't see any damage. When I got it home and started packing, I saw a bubble on one of the tires sidewalls. When roadside assistance came, he said one of the tires was blown out and completely shredded. I ended up contacting the location and was only offered an extra days rental, which I told them I wouldn't be needing. The manager never called me back and I haven't been compensated for the inconvenience of have a vehicle rented to me that wasn't road worthy.
Panagiotis K.I have no suggestions. It was all done quickly and efficiently and in great spirits!
George K.It was super easy and quick to get our truck and return it using the app!
John O.The interaction with the salesperson could be better. Person mumbled when talking (I am not deaf), showed me the wrong vehicle, by merely pointing to it. Did not give me paperwork at time of pick up, did not walk around truck with me prior to taking it to view existing damage.
john B.There was serious confusion about availability of the size truck I wanted to rent. After 77 years in business, I would think your company would have better sights on what is and isn't available at any given time. Also, don't make 1 way rental an option if it isn't! I was told I had to return the truck empty at $1.09 per mile, costing me over $50!
Paul C.Ninguno
harlod S.I reserved a 15' truck and was provided with a 10' van. This made my move very difficult, requiring multiple trips and fighting to fit larger items such as my California king bed.
Michael L.Truck interior dirty. Staff tried to charge me $150 for a dent which was obviously old. I was told by the staff they personally placed the stickers on the truck themselves that very morning. I demanded to see pics and bill from previous customer and the previous customers were charged for the exact same dent!!! I will share my experience
brian C.I had reserved a 6x12 trailer but that trailer was not available for me to rent due to a brake issue with the trailer. The only alternative offered to me was a 5x8 trailer which was ok but it required me to make more trips. Other than that the experience went well and the replacement trailer was fine.
DAVID R.Brad Jones was an incredibly helpful and knowledgeable.
alden D.Personnel were very personable, especially owner Nathaniel. I found comments about congestion and difficult access unfounded. All the trucks were carefully maintained and arranged intelligently. A nice experience.
Robin M.Gracias
lee B.I got not expensive and more comfortable to use whatever you decide and when ever great services
chhetri D.Great service and People are Helpful
Yel S.The van was filthy. Animal hair was all over the seats to the point I needed to get Benadryl for the reaction I had to the hair.
Doris N.No complaints, check in and return very efficient
JR H.As always, great service, friendly staff.
Christopher H.Ok- second question is relative it is a u-haul you are renting this had 159000+ plus and was still going :)- the reason for the excellent rating was the guy who helped - - enjoyed working for U-Haul and you could tell had the system down easy in easy out -
Jeffrey T.Rear sliding door on van was not repaired so that the door open alarm was still alarming continuously even though door was fully closed. Was only informed of this after I signed my paperwork. otherwise fine a polite and respectful.
Justin H.Not tie up my money on two cards because the person waiting on me don't know what he's doing. Over charging me to start with. Then saying my card was declined because the person the day before put a hold on my card for the truck so when I went to pay for the truck the money that was on hold for it did not come up or the guy doing it did not know how to do his job to get the money on hold for the truck so I had to use a nother card witch I was over charged 56.00 dollars and change now I'm waiting for the 56.00 dollars to be it back on my card plus I'm waiting for the 87.20 to be put back on my card from the day before. So no I'm not very happy with the service I received and I'm still waiting to get the 143.20 the I was over charged and the money that was on hold for the truck to begin with. Plus what it cost to rent the truck so would you recommend your friend's
DONALD C.Helped me out with a billing issue, made it easy
Jeffrey C. | Overall ExperienceAll folks i encountered were very informative and helpful. They seem extremely organized and aware of what is going on in their store. Matt was a pleasure to work with.
David T. | Overall ExperienceMatthew makes the store! He goes above and beyond - whatever shortcomings they suffer - he always resolved the issue with good communication and follow through! So in that way he pulls company up
abena s. | Overall ExperienceEverything went smoothly and everyone was very easy to work with and kind. ¡Gracias!
Katie B. | Overall ExperienceCloses a bit early in Sunday. Most people have that day off and would like to get things done then.
Michael D. | Overall Experience