Customer Reviews for U-Haul Moving & Storage of New Britain

2,357 reviews

900 W Main St   New Britain, CT 06053
(Rt 372 & Slater Rd)

(860) 224-0899

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Office Hours

  • Mon-Sun: 24 hours

Services at this Location:

Contact Us

(860) 224-0899

900 W Main St
New Britain, CT 06053
(Rt 372 & Slater Rd)

Services at this Location:

Office Hours

  • Mon-Sun: 24 hours

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.

Overall Rating:

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Rating:
4.0

Ok. Haven’t used the service in over 24 years or more.

PATRICIA TOMBERLIN-HIGHTOWER  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Michael Sinclair  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Melony Stephens  |  Overall Experience 
Rating:
4.0

Shontel and staff were extremely nice and helpful .They were wonderful .

Robert Schectman  |  Overall Experience 
Rating:
1.0

Customer did not leave a comment.

Zivanelle Rivera  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

James Cassell  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Maria Burgio  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

HECTOR LOPEZ  |  First Impressions 
Rating:
2.0

I just got out of the hospital again I was told to make a payment on my unit before 22 but I got a phone call that since I was sick they would work with me and give me til the 27th. I just got out of the hospital today and call they can’t find my name on a unit. The 27th is next week and I just now able to call since I’ve been out of the hospital. Please have someone contact me all my belongings are in this unit. Unbelievable

Charlene Dozier  |  Overall Experience 
Rating:
5.0

I thank you for the storage and the help was great and I would definitely let people know how the storage was great

Lourdes Fernandez  |  Overall Experience 
Rating:
3.0

I attempted to move in to the storage unit that I rented last night 8/18 around 830PM. However, the in-building customer service was only open until 7PM. On the door there was a key pad to allow access until 10PM, which was awesome. Yet, nowhere in my confirmation paperwork, nor in my account online, did it provide me with an access code. I had to turn around, and unfortunately I wasted the trip I made to the storage unit.

Gabrielle Rohn  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

lisa curtin  |  Overall Experience 
Rating:
5.0

The customer service rep that I spoke to on the phone was very nice and kind to me and I received great service with U-Haul and the storage and I will highly recommend it

Wendy Saed  |  Overall Experience 
Rating:
4.0

Customer service can be much better if there is someone able to answer telephone calls. The manager has no problem correcting mistakes which is a extra plus for me.

Chris Glover  |  Overall Experience 
Rating:
2.0

I’d like to start by saying it is close to impossible to contact this facility. They do not answer their phone calls. 2 years ago I was told plastic wrapped couches weren’t safe to put in this storage but other valuables were. Mold, along with some other substance that grew mixed with dust, damaged more than most of my belongings. Nothing was salvageable. Important books & journals were destroyed. I constantly moved the storage’s mouse traps because they’re huge and covering the walkways. Access to the storage complex was also constantly an issue. They didn’t have access cards for over a year so I’d have to drive to a seperate location -granted it was down one road, but it was so FAR down the road that the other facility is located in another town- every single time I needed access. Sometimes I’d have to drive back twice whether it was cause the person they’d send to let me in wouldn’t show up, or the temporary card they gave me still wouldn’t let me in. Either way it was all just a pain & constant waste of time & gas. I also MUST add, Jess (front desk) & Dylan (storage) did try to help as much as possible during this experience. They are sweet people who maintain the property well.

Charia Shorter  |  Overall Experience 
Rating:
3.0

The unit they reserved for me, already had a lock on it, the top units you have to get to with a roll ladder, very unsafe to move into..

monserrate capasso  |  First Impressions 
Rating:
1.0

First of all, we tried multiple times to do a self-move in online and couldn’t complete the reservation. No where online does it say that the office at this location is closed, and you have to go 3 miles down the road to another location to actually meet with staff members. We go, complete the reservation, and get the access card. Return to the facility, card doesn’t work. Called the office up the road and told we have to come back, nothing can be done over the phone or virtually (like set up an access code). Go back, our super nice staff member tries her best to assign new cards but some error on her end comes up that no one can figure out. Coworker says to assign two cards, which seems go through on her end, and she also gives us two access codes in addition to the two cards to try. Go back up the road to the facility, nothing works…again. Fed up, we returned everything to the office, canceled our reservation, and booked with Life Storage. Don’t even bother with the New Britain location.

Iain Bacorn  |  Overall Experience 
Rating:
1.0

hi, picked up the key around 7 pm. the storage unit we were given was described as "down the road". it was 4 miles away. we were not told the storage unit would be on the 2nd floor in which you would need a ladder to get to it. this is completely unacceptable. we had large heavy furniture. we obviously did not want this - and we tried calling the office - in which we had picked up the keys from. office was still open and no one answered the phone to help us. we called multiple times. showed back up to return the key and cancel the unit and no one had a reason as to why they didn't answer the phone. no other solutions were presented. we were left with our uhaul truck still full, no storage unit and a lot of frustration. please fix your phone and uhaul staff (in office and on the hotline) should be more informative as to what you are getting for services. thank you

brynn bickford  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Chris Glover  |  First Impressions 
Rating:
1.0

I have had nothing but a nightmare. The hand truck was not in my truck. I had to borrow a car ..pay for gas and drive 25 to and from the facility to retrieve the hand truck. After loading my truck for hours. I drive to the unit to find that it was a stacked unit and i would have to use a rolling stairs to access my unit and try to load furniture up the stairs into the unit. It was impossible as it was just me and my daughter. So we could not use the unit. And were forced to drive back to my home (25more miles) I called the mgr and received a text msg after explain the situation ..not a phone call. He seemed confused because his response to me was totally not what i was telling him. Then i had drive 25 miles back to my apt in torrington . And contact customer service who found me a unit in Waterbury ..but i was unable to move due to that facility being close for the day. Drive with my daughter in her car. More gas..to retrieve my car that was sitting in plainville . because i was going to leave the truck there after unloading it in the unit in New Britain. Which i could not do. Now at 6 am today i have to drive to waterbury..unload my truck ..run to make my appointment to replace my tires on my car. Then drive the truck to plainville.then drive back to Torrington and drop of my daughter because i have to drive to NY for family matters. This situation has delayed me stressed me . At the very least i should be allowed to leave the truck in the waterbury facility and someone from the plainville facility can pick it up.and i should not be charge for addition time with the truck or miles.

Karyl Schott  |  Online Move In 
Rating:
1.0

Who put floating units in a storage place then gets told if I want to put my tool box in I have to carry it up step or pay another 70$ extra for a different unit! Unbelievable love to see one of your workers lift a heavy tool box into a floating unit! Then if there’s a issue at this storage place you have to go to a different location to get help cause no one work there!

Serina Daley  |  Online Move In 
Rating:
4.0

Looked like someone tried to break into it once so I put a second lock on then I was locked out until the office opened up again. Tim was very helpful.

Ralph Nordgren  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

LUIS CENTENO  |  Overall Experience 
Rating:
1.0

It smells so bad inside and there isno help available if you run in to any isdues...

Sharada Turaga  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

ALFRED MESSENGER  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Wendy Saed  |  First Impressions 
Rating:
2.0

I had difficulties getting into my storage unit with my card not working…one day I was denied access at around 1am even though it says I have 24/7 access in my contract…lastly, I had difficulties closing my storage unit even though I followed the closing process correctly I was still having late charges sent to me.

Matthew Tyrell  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

evelyn cordero  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

John Greenspan  |  Online Move In 
Rating:
1.0

Horrible service and was having problem with my personal truck they having me back and foward to others locations and they didn’t give me my free month… Never again…. They wasn’t helpful and the customer service horrible

Jose Alicea Otero  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Ralph Nordgren  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Margie Soto  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Joselito Merced 
Rating:
5.0

Customer did not leave a comment.

Meraris Beltran 
Rating:
5.0

Customer did not leave a comment.

Terry Herring 
Rating:
4.0

Customer did not leave a comment.

Eric Schaffer 
Rating:
4.0

Customer did not leave a comment.

Latasha Davis 
Rating:
5.0

Customer did not leave a comment.

Paul Rescsanski 
Rating:
4.0

I have to say I REALLY appreciate this location working with me because my last move I decided to accept the month free offer simply because my move at the time was in chaos, but then a month stretched into 6 and as someone who lives under the popular statistics of unemployment (guess you’d call me “underemployed?) I can’t afford rent plus the cost of 3 storage units! So thank you so much for your flexibility. But, that said, the facility has exposed asbestos-lined pipes where the asbestos has peeled off partially being exposed and smelled like rat poison.

Rebecca Stone  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Marcella Jackson 
Rating:
5.0

Customer did not leave a comment.

Kiara Negron 
Rating:
1.0

Charged me over 200.00 for a 29.99 rental with 16 miles made sure there was more gas in the truck then started with. No communication about any deposits or additional fees know I have to wait 72 hours for a general manager to contact me. I will never rent from this place again.

Danielle Mcnally 
Rating:
1.0

Customer did not leave a comment.

Andre Zevallos 
Rating:
5.0

Customer did not leave a comment.

ARKADIUSZ OPYRCHAL 
Rating:
3.0

Customer did not leave a comment.

Robert Worobel 
Rating:
3.0

Better Customer service, the guy that attended to me was rather unprofessional and lack basic customer relationship. A little twist to the policy of refueling after paying for mileage should be reconsidered that i see as double charges.

Vincent Uwukhor 
Rating:
4.0

It would be nice if mileage less than 50 miles was free. I did 19 miles and payed 11dollars wow.

Jose Nunez 
Rating:
3.0

Customer did not leave a comment.

Bianca Chalk 
Rating:
2.0

Truck was very old and out of alignment.

Abdelhadi Jebli 
Rating:
5.0

Customer did not leave a comment.

Jennifer SANTAGO 
Rating:
1.0

Customer did not leave a comment.

Fausto Rodriguez 
Rating:
4.0

I needed to pick up the van after store hours. Despite downloading the phone app and discussing the procedure with phone help before going to the pickup site, I was unable to complete the rental paperwork and approval. This was despite an over one hour of wait time for and with phone help by a well informed and persistent customer service agent. I returned the following morning and quickly did the paper work and left with the van. The first problem was a typo misspelling of my last name by the in store agent. The second problem was the use of my home number instead of the cell number on the reservation by the individual who made the reservation at the store. He used the information in the computer and never asked for confirmation. No print out leaves one with no confirmation of the information. The phone app recycled repeatedly to a screen declaring I had no reservation and phone support was unable to complete the check in and we agreed to quit after trying multiple times for 30-40 minutes. I suggest that to help avoid this scenario in the future all reservations require a paper or email confirmation process.

Todd Gladstone 
Rating:
3.0

They charge me $25 cleaning for no reason because I did clean the truck

Abderrahim Labkouk 
Rating:
4.0

More parking spaces

Anna Morrison 
Rating:
2.0

The Wiper did not work properly. It was scary and unsafe to drive in highway whilst it was raining.

Vikram Sukumaran 
Rating:
5.0

Great customer service! Oneal was excellent!

Mark Kozon 
Rating:
5.0

Great job

Michael Huguley 
Rating:
4.0

Customer did not leave a comment.

Kevin Norwood 
Rating:
3.0

Check engine light was on. And miles on paper were not accurate to what truck said. It was more miles

Danielle Mcnally 
Rating:
5.0

Customer did not leave a comment.

Russell Bard 
Rating:
5.0

Customer did not leave a comment.

Kwame Delandro 
Rating:
3.0

communication between employees

Alexandra Bustos 
Rating:
5.0

check engine light was on, fuel return policy was hard to match gallons out vs in after I partially filled up the tank before return; overall great truck for local moving

Todd Kratzer 
Rating:
5.0

employees that served me were very polite, knowledgeable and attentive.

Daniel Oconnell 
Rating:
1.0

Youre too expensive.

Leah Miller 
Rating:
5.0

Customer did not leave a comment.

Craig Diangelo 
Rating:
1.0

Customer did not leave a comment.

Gabriela Castaneda 
Rating:
4.0

Where are the hazard lights on the uhaul?? Had to park in the street due to Sunday church services blocking all parking, but had no hazard lights.

Kayla Geer 
Rating:
2.0

The gas tank was full which the paper was wrong whent i return the van i.ask is everything okey the guy said yes then he charge 25.00/ for cleaning which its was wrong i claim my 25.00and they said sorry but we have to remove and send the van for cleaning and then they were laughing this was wrong from 46.00/ i end paying almost 77.00./can some one returnd my 25.00 thanks

Evelyn Deleon 
Rating:
5.0

Customer did not leave a comment.

Fred Louis 
Rating:
4.0

Customer did not leave a comment.

Wilfred Colon 
Rating:
5.0

Oneal was very professional and a pleasure to work with. The staff was quick and responsive. Great job!

Mark Kozon 
Rating:
4.0

Customer did not leave a comment.

Ernest Lipka 
Rating:
5.0

Customer did not leave a comment.

Joanne Joyner 
Rating:
5.0

Great customer service!

ASIA Soto 
Rating:
5.0

Customer did not leave a comment.

Kathryn Darling 
Rating:
3.0

The people who worked with me were friendly and polite. A no stress environment to be sure. Unfortunately, the trailer was dirty, with a greasy black substance on the door and in the corners. Fortunately, it did not affect my use, but it would have been a disaster if carrying furniture or household goods.

Vicki Moroski 
Rating:
5.0

The drop off was also smooth a took only a matter of 10 minutes

Mike Mayer 
Rating:
4.0

Nothing. Your customer service rep was friendly, knowledgeable and accommodating, the truck was efficiently running and I encountered no issues. Thank you for your services

Jean Karotkin 
Rating:
4.0

Customer did not leave a comment.

Tru Hoang 
Rating:
4.0

Customer did not leave a comment.

GABRIELA Castaneda 
Rating:
5.0

None

John Babin 
Rating:
5.0

Customer did not leave a comment.

Bianca Sandoval 
Rating:
3.0

I've rented from this location twice - both times there was a long wait to get to a customer service rep. The reps were great, and it may just be bad timing on our part - we have to wait while the person in front of us is taken care of, but both times the waits have been about 15-20 mins.

Mary-Eleanor Quinn 
Rating:
5.0

Everyone was very helpful n nice

lydia morrison 
Rating:
5.0

Customer did not leave a comment.

Claudio Brino 
Rating:
5.0

Nothing. Keep up the good work. Thanks

PAUL BAYLOCK 
Rating:
3.0

So bad that I had to wait 35 minutes in line. There was only one girl taking care of all the customers !. She was very polite and nice.

julio pabon 
Rating:
5.0

Very good service

Miguel Colon 
Rating:
3.0

Customer did not leave a comment.

Bertrand Bard 
Rating:
5.0

I honestly had no complaints at all. I believe it was Oneil was the name of the person who took care of me and he was amazing with his customer service, definitely satisfied with his great attitude.

Denise Garcia 
Rating:
5.0

Customer did not leave a comment.

BARRY HARSIP 
Rating:
2.0

There was only one person working and I have to wait for long time. The location need a least one more person.

Victor Campos 
Rating:
3.0

Staff did not properly inform me about the rental rules for the weekend. I thought i was renting a truck for 24 hours and when returning in on time before the 24 hour period I was charged an extra day. I have been renting uhauls for years an this is the first i ever heard that a weekend rental is not for 24hrs. Will not be renting from this location again.

Christina Burnett 
Rating:
4.0

The representative was awesome, she was very helpful. She treat us very well.

Laykelin Torres 
Rating:
5.0

Customer did not leave a comment.

Joe Gonzalez 
Rating:
2.0

I dropped the truck off on the same day (Sunday) and was told by the representative who was working alone that since my card was on file I did not have to wait and I was all set. I received a call today (Wednesday) that started off kind of rude from a representative asking when will I be returning the truck. After I explained that it was already returned and when and who was there all of a sudden the tone of the call changed and he suddenly could see that it was indeed returned. Your associates need to do what they say they’re doing Or maybe have more than one person working

Michelle Homar 
Rating:
5.0

Customer did not leave a comment.

Joan Grace 
Rating:
5.0

Quick and easy!

Karl Schiessl 
Rating:
1.0

Manager seemed trained on procedures but inadequate to managing the trailer connection due to her light weight size and trailer weight. Her customer service skills need significant improvement.

Frank Fuss 
Rating:
4.0

Customer did not leave a comment.

Christopher Carriere 
Rating:
5.0

They had a great selection of candy ;)

Justin Jarvis 
Rating:
3.0

I think overall my experience was average no issues

Laurie Squires 
Rating:
5.0

Customer did not leave a comment.

David Nelson 
Rating:
5.0

Customer did not leave a comment.

anthony palmeri 
Rating:
5.0

Customer did not leave a comment.

Marilyn Baron 
Rating:
5.0

Friendly staff

Nayda Belliard 
Rating:
5.0

Good service

Jennifer Cintron 
Rating:
5.0

It was so quick and easy to get the trailer. I had never used to u-haul location before but definitely will be using it again and recommending to friends.

Adam Lang 
Rating:
4.0

Customer did not leave a comment.

Kristyn Bacot 
Rating:
5.0

Customer did not leave a comment.

carlos aponte 
Rating:
1.0

Bed customer service, i supposed to be picked up my uhaul track at 4: 30 pm i didnt gat it unril 5 : 45 pm Never again

Hicham Essaqui 
Rating:
5.0

Customer did not leave a comment.

Scott Caswell 
Rating:
5.0

Customer did not leave a comment.

edna almodovar 
Rating:
1.0

It was honorable! wrong truck, wring time, the truck made strange noises. The wait time was long and I was unable to return my unope3ned items which I had a receipt for even though the day before i was told I could. I have used U-Haul for several other times. It hs never been this bad. Horrible experience with U-Haul. Great mover though.

Larissa Gangloff 
Rating:
5.0

Customer did not leave a comment.

Jessenia Rosario 
Rating:
2.0

Went to the New Britain location for the first time to rent a 10' truck. When my boyfriend and I arrived at our reservation time, there were two young women working and trying to resolve a customer issue but were having trouble finding the customer's reservation. They were very disorganized and were taking a long time with no sense of urgency. When we were finally asked if we had a reservation in which we said yes, we were told that their computer system is having problems so they can't look up the reservation. They recommend we go on their website and self check in. We had no trouble trying to do so, but couldn't find on the site where to self check in. When we asked the front desk staff how do it, the first time we asked we were completely ignored because the girls working were too busy talking to each other. Then when we asked a second time , they stated that they don't know and said I should ask a random customer in the store because he just did it. At that point, my boyfriend had to change his tone and asked them to just look it up in the system, which supposedly they weren't able to do before but now figured out a way to do it. Horrible customer service. The only plus was that the U-Haul we got was clean. We decided to return the vehicle using their self service so we wouldn't have to deal with them again.

Joshua Rivera 
Rating:
2.0

Todavia estoy esperando que me devuelvan mi dinero, no vale la prna entregar a tiempo y aun hechando de mas gasolina que la que tenia el truck cuando lo alquile aun asi me cobraron y no me devolvieron.

Magdalena Rosario 
Rating:
5.0

I was greeted by the general manager Evan who was super helpful and attentive! I ended up having some difficulties later in my rental process and he handled everything with care and professionalism! Without his help I would’ve had a very bad review/ overall experience with this company and the rest of its customer service.

Cassandra White 
Rating:
3.0

Customer did not leave a comment.

Donald Brooks 
Rating:
5.0

Quick and easy

Sarah Breton 
Rating:
3.0

Customer did not leave a comment.

Robert DeBiase 
Rating:
1.0

The person that was working on sept 20 at 6 pm , his other co worker female very unprofessional

Emilia Cosme 
Rating:
5.0

Customer did not leave a comment.

david behnke 
Rating:
5.0

Customer did not leave a comment.

Angel Ramos 
Rating:
3.0

What a SCAM !!!!! I got charged $1.00 environmental fee (whatever the hell that's for) Next - Vehicle recovery cost fee - $2.00. I picked up the truck at this location and returned it to the same location. Where did you have to recover the truck from ???? I only moved a few large appliances and wood furniture. I left NO DEBRiS OR TRASH within the truck because there was NONE but yet I was charged $25.00 for a cleaning charge. This was my first time dealing with U-Haul and I guarantee this will be my LAST TIME. Thanks for the rip-off.

Robert Zapor 
Rating:
3.0

Staff took forever to get me checked in. I could care less about the employees date the night before and how her stomach is killing her from being hungover. Appliance dolly was so filthy I couldn’t even use it to move the furniture I needed to. You should offer pre paid fuel as well. Truck worked out for what I needed it for, only reason why I would recommend is for the reasonable price.

Teresa London 
Rating:
5.0

U guys r the best thank u 4 everything

Alvina Douglas  |  Overall Experience 
Rating:
5.0

Professional friendly efficient I will recommend friends and family to use the New Britain Connecticut Uhaul anytime

Wilson Tirado 
Rating:
4.0

Angel and Yari wher excellent customer service reps. They made me feel comfortable. Both are warm and welcoming. Give these two a raise. You need more employees like them.

Angel Rivera 
Rating:
4.0

Representatives should not be at work gossiping and taking up real customers time. Very unprofessional

Brigid Gilhooly 
Rating:
1.0

Really a crappy dealing.

John Rizzuto 
Rating:
4.0

Customer did not leave a comment.

Samuel Stoddard 
Rating:
5.0

Customer did not leave a comment.

Marcin Konarski 
Rating:
5.0

Good

julio pacheco  |  Overall Experience 
Rating:
1.0

Staff was rude and argumentative. Staff had extremely inappropriate conversations on front of customers. Staff was not helpful, made errors, and did not do things in a timely manner.

Marlene DeJesus  |  Overall Experience 
Rating:
5.0

Customer service was definitely outstanding and helpful.

shayla livingston  |  First Impressions 
Rating:
1.0

Charged two times for being late when they never had my info they say to let me know the bill was due.. I feel I was almost a victim so I moved my stuff.

Douglass Howard  |  Overall Experience 
Rating:
5.0

Thank you for going out of your way in finding the right storage space.

JENNIE PALIANI  |  Overall Experience 
No reviews have been submitted for this location.

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