Ordered a Ubox to move with, instructed them leave it in front of the garage door. They instead blocked the front door with it, making it difficult for my disabled grandfather to get in and out of the house. They not only refused to move it but when we said we would complain to corporate, Josh H. Laughed and said we would just get transferred back to him. Zero customer service and zero accountability even for the disabled.

Avoid at all cost. Ran far away. Reserved a hitch for my vehicle before Memorial Day. Was told by Caitlyn if it was in stock it would be a week two weeks if not. After three weeks I called and they told me that didnt know where it was. Call two more weeks with the same answer (now 5 weeks). I finally located the part they said they couldnt find and drove 3.5 hour round trip to the get the part and deliver it to this location. Was told I would be the first hitch put on the next day. After not hearing anything by 1 p.m. I drove the location. No one in the lobby...wandered around the garage to see my car up on ramps and a guy was working on it. Never said anything, never acknowledged me and when I asked I said are you just starting and he said yes...Asked him if this was the first one he did today and started laughing. Not hardly. Asked why mine wasnt first as promised and he said no one told him. Went back into the lobby, still no one there....after 15 minutes a portly guy says oh...didnt know you were out here. Asked him why my car wasnt first....he said he had no clue there was just a pile of keys and he gave them to the installer. Finally, 20 minutes after entering, Caitlyn walked in and even though was in the day before AND she made the initial order had no clue who I was and unloaded on her about how was in there yesterday and she told me I would be first in line for the hitch.....no answer, walks away. 10 minutes later says they are done...paid and then the installer comes in an throws me the keys....still no eye contact or a care. Look at ALL the rest of these reviews.....it tells the same story over and over. Poorly run and they do not care about you.

I don’t have to go into details of how unprofessional this store is. Down to the incompetent manager Ryan. Just read all the other reviews and stay away from this location!

Have been charging us to store our ubox and now when we want it delivered our town which they picked up the ubox from is now outside of thier delivery area

I received good service from the gentleman who rented us the truck. 2 days later I returned the truck at 6:55pm when they closed at 7:00pm. A woman came out and told me they were closed and they couldnt return the truck tonight. I could drop the keys in the return box and they would charge me 20 dollars or I could check it in online by myself. I purposely brought the truck back during store hours for the convenience of them doing this for me. I shouldnt have do more work because the workers are to lazy to do thier job 5 minutes before they close. Very disappointing especially because I had boxes to return as well. Now I have to take another trip to the uhaul store because they were closed. I hope someone talks to this location and contacts me.

My Ubox got dropped off after I got 2 calls from them saying they had a shortage of drivers—- So, I agreed to reschedule . They picked up the loaded box and took it to West Springfield Massachusetts. Then, they wouldn’t take my new address or schedule my drop off until the Manager spoke with me-I was assured he would call today!!!I never got a call! Go figure!?!So, now, I wait. I did call about 5PM and spoke with a very nice man at West Springfield, who said he was not the general Manager but a contractor ( ps- UHAUL, you need more people like this contractor working for you)….How long will it take to get my UBOX scheduled?Twice, in trying to get through, I was asked if I would recommend UHAUL…. I politely said ‘ THAT WOULD DEPEND ON IF I EVER SEE MY BELONGINGS AGAIN AND HOW LONG I NEED TO WAIT ———Sure don’t want anyone going through what I’ve been through moving across America—-.

No one answers the phone. The trailers and u-boxes were broken or needed repair. Check the trailer yourself for safety, the forklift operator was very inexperienced.

First that she was supposedly I was overbooked double booked whatever after I already reserved my unit.Second I was told the first month is free then I was charged for the first month so thats a lieAnd third supposedly theres access until 10:00 p.m. well I drove 40 minutes to get there and you cant get in so thats a lie too

I am a businessman. I have owned several businesses for 20 plus years. . As I entered the U-Haul business located at 380 Union Street, West Springfield, MA, I had the unfortunate experience of encountering a grandiloquent, anomalist, who appeared florid! Indubitably, there was some sort of malady as he was shaking uncontrollably. His demeanor from my entry was rancorous and supercilious.I have been a repeat customer of U-Haul for 16+ years. I have never had one problem until Jack Slater came along! I have never in 20 years of being in business been treated so disrespectfully and unconviviality as I was with Jack Slater.I am a very perspicacious individual and immediately sensed something was off kilter.My salutation to Jack Slater was apropes; Hello, how are you? His reply....whats up? Mind you, this is the first greeting between the business and customer! A bit lax in terms of Frontline customer service! However, showing my pencity for equanimity I proceeded to ask Jack Slater if they had a car dolly avaliable? Before I could finish my sentence he screamed I dont have one! So I politely asked Jack Slater if he could please locate one for me? He screamed at me Dont try to tell me how to do my job! He proceeded with his rancorous behavior and screamed at me to get out! He said he was calling the police. I again tried to ask Jack Slater if he could locate the dolly for me? He continued to scream at which time I exited the store. I was met in the parking lot by local police officers whom were very helpful and explained that he had the right to refuse service even in the event that I was perfectly satisfied. He LIED to police officers stating that I threatened him! At NO point in time did I threaten him! Please review security cameras!You have just made a unproficuous decision!In customer service the customer is always right!Jack Slater is detrimental to the U-Haul business, it was my observation hat he was under the influence of something. He obviously has a diminished capacity andShould not ever be first in line to greet customers! It may behoove you to excogitate an additional resource, so that U-Haul may have an auspicious chance to rise above the level of eneverating, grandiloquent, censure that Jack Slater purports as the Employee of U-Haul.It is very disturbing that even as I reached out to the corporate office, my experience was ignored!U-Haul, you leave a multitude of unprofessional and unacceptable experiences....but alas, I has a multitude of businesses and the wonderful art of social media to bear the importance of customer service and how ones business can suffer if word should filter into the community about how someone was treated.A very dissatisfied customer!Ali ELP.s. Jack Slater you are a callous and pompous jerk, you should retire if you have no better manners!CC...U-haul corporate office,BBB

Terrible experience. I reserved the truck a day before and payed through the mobile app. When I got there today to pick up the truck, they had me waiting for approval for like 20 minutes. A male worker helped me and we had to do the whole process again. The mobile rental was useless. When I was returning the truck at 7:03 pm there was 2 workers inside the store, a lady and a guy and they just stood inside the store looking at me and wouldnt help us. My phone was dead so I couldnt return the truck through mobile. I didnt know what to do. When a guy comes out like 20 minutes later, he didnt want to help me, he just said he was tired and just wants to go home and left on hes car. I had to call customer service using someone elses phone to ask for help. The customer service hold was very long. The U-Haul truck rental workers here are rude and lazy. Very poor customer service. The lady and the guy that closed today, were super rude. I wont be coming here again.

Great staff very helpful

The GM says he will not refill Blue Rhino propane tanks, regardless of the fact that theyve been recertified.

I had a terrible experience in Chicopee, but here, it was much better! Alison helped me out and she was perfect. She knew what she was talking about, was quick, and hooked the trailer up to the hitch for me, showing me what to do. The reason for three stars is her coworker, forget his name, was awful. Couldnt process a return to save his life and it took a half an hour to say he couldnt do it so now I have a product i dont need. He kept me waiting in my truck for fifteen minutes while trying to find my van trailer when it was there the entire time. Never communicated with Alison to get it for us, which was the reason for the wait. But thanks to Alisons pleasant attitude, everything went great in the end. If shes not a manager, she should be!

Horrible experience the manager was rude and denied me my rental after it was confirmed online he took it off line for repair without informing me or paying me the failure to provide rental fees. Go anywhere but hear

Accident due to negligence!!!A trailer with a Non adjustable 2 catch was loaded into a 1 7/8 ball. Trailer came undone damaging my vehicle. I called uhaul roadside assistance to pickup the trailer the day of accident. Towing company decided to load trailer into a flatbed, they couldnt believe the mistake. Insurance rep that works for uhaul denies my claim due to a statement made by employee. Employee claims it was loaded correctly, even though he admitted the mistake to me on a recorded line. The trailer was not safe for transport per towing company that was sent by uhaul to investigate, they loaded and returned the trailer for me. I have pictures, recordings and witnesses. Instead of admitting their mistake, they lied to the rep handeling my claim. Looking for a lawayer to fix this problem.

I am BEYOND upset! First I specifically called (Was on hold for 20 minutes) to inform the company that I was having a storage unit delivered to a house I am in the process of buying. I told them that I do not live here yet so I could not wait the 2 hour window for the delivery but I could be there in 10 minutes if they called me. It’s 90 degrees out, I was not going to sit in my car for 2 hours. I was assured that the drivers NEVER deliver without calling first. I said are you sure because the current owner wants it in a certain place and NOT in the driveway. They said they will absolutely call me before the deliver it. Well I got an irate message from the owners agent because they delivered the unit IN THE DRIVEWAY and they NEVER called me. When I called back (on hold another 20 minutes) I was told they could schedule to move it in a day or two. When I said that was not acceptable I was told I would be transferred to the scheduling manager. The scheduling manager then told the rep I was talking to the he would call me in an hour😳 WTH! Like I have all day with nothing to do!! Then for icing on the cake, the storage that they delivered is supposed to be for 1 1/2 rooms or a studio apartment, it’s ridiculously tiny!🤦‍♀️ Renter beware!!! Make sure you take the day off and get the bigger one! IMG_4794.jpeg

Nice they were open on a Sunday to rent. The rental experience though was poor. Went to the counter inside. The lady that waited on me never got off her stool, took my information, Hands me the keys and thats it. I had to ask where is the truck? How do I return it tonight? Ect.... answers were short and curt, like I was bothering her. Never reviewed the truck with me for damage as is normally done for a rental. Truck was pretty banged up on the outside but ran well.

Terrible service booked 2 appointments to install my trailer and both were not in the system and waste of time very unprofessional and the employees didnt even want to work. Dont waste your money or time there.

I’ve always had positive experiences with Uhaul. I start with this because my recent experience, which consisted of shipping two Uboxes from West Springfield, Massachusetts to St. Paul, Minnesota, was exceptionally disappointing and resulted in increased distress for both my fiancé and I during our recent move. There were four central reasons why I would give Uboxes (and Uhaul) a whopping two thumbs down: A) They moved my original guaranteed arrival date without informing me, B) they forgot to ship one of my boxes from Massachusetts, and C) I did not experience their customer service as service, but just the opposite – it seemed as each interaction I had created more problems for me to resolve, and D) It has been more than a week and I have not received an update from Uhaul on how they intend to respond to the lack of service they provided my fiancé and I throughout our move.At this point, it is my understanding that I will maybe receive a partial refund for the lack of service and increased distress we received. Though I have been told that “Jessica A” (someone I’ve never been in contact with) is “working on it,” it has been four days and I haven’t received an update. As of 6/29/20, the full charge remains on my credit card. I understand that the COVID pandemic has created a difficult landscape for businesses and everyone in general and I understand that mistakes and “glitches” happen. I also understand that no one individual working for Uhaul has ill-intentions nor intended to treat me or my situation with disrespect, a general lack of empathy, care, or urgency. What I do NOT understand is how Uhaul as a corporate system can put their employees in such a position to provide such dreadful service. From this process it was unusually clear how impossible Uhaul system makes it for employees to do their jobs and treat customers with any kind of respect or sense of service. Through my experiences with the Uboxes, I felt neglected as a Uhaul customer. If the glitches happened and I was treated with kindness, compassion and/or felt cared for as a customer – I wouldn’t have taken the time to write this review, and quite honestly, I would probably use Uhaul again. However, given what has happened (or, in other words, what hasn’t happened), I do not intend to use Uhaul again.If you work for Uhaul and would like to resolve this situation, the West Springfield location has my contact info. I invite you to contact me directly.Sincerely,Phil I.

Waited 45 minutes to get a simple propoain tank filled got zero attention and left

This place is terrible. Waited forever for the truck. When I was done they never emailed me a receipt like they said they would. Ive called them twice and they are evasive and say theyll get back to me but they never do. Dont rent from them. Very unhelpful, disorganized and dismissive.

TERRIBLE customer service!! although that seems to be a company-wide issue as every location in the area as well as their call center suffer from this problem, the customer service is absolutely disgusting. They fail to even do the simple functions of their own job routinely, give inconsistent answers from one employee to the next, and even just simply dont do the tasks you ask them to do 3x in one interaction, even ones which add revenue to their own billing such as adding options to your account. When you show up to correct it, make sure youre there PLENTY before they close because they will LITERALLY tell you to leave if its 4:59 closing at 5 rather than help you after their customer being helped and fix their mistake. They are total trash, and dont deserve to remain employed.

Reserved a truck from another state, I placed belongings in a storage because its was only convenient to drop off things in storage as well as truck. I get to this location where I reserved storage area. They tell me I did not get the fist free month it has to be the second month. So why is uhaul advertising a free month, if you rent a trailer or truck? Secondly storage areas are fairly small, not many sizes to choose from. I ended up ordering a small one 5*5 to end up with one with plenty of extra space 10*8 all because I couldnt fit my bed in. Although after all this woman employee was patient enough with us o exchange our unit to the correct one.

Great location and great staff! Weve rented numerous times for both personal and business from this location. The staff is super friendly and gets us in and out quickly! The after hours drop off is super quick and hassle free.

I RENTED A PICKUP. I HAD NO ISSUES I USED IT FOR ABOUT AN HOUR AND 6 MILES. I BROUGHT BACK THE TRUCK RIGHT AWAY BUT FORGOT TO LEAVE KEYS. LATER ON THAT DAY WHILE I WAS IN THE HOSPITAL I REALIZED THAT I STILL HAD THEM I CALLED TO TELL THEM THAT I WAS GOING TO BE 10 MINUTES LATE AND THEY CLOSED AT 7:00 PM. I DROPPED THE KEYS OFF AT 7:08 NO PROBLEM UNTIL I SEE THEY BILLED ME $100 EXTRA SO I GO BACK TO SEE ABOUT GETTING MY $100 BACK THEY SAY I HIT SOMETHING AND THERE WAS A SCRATCH ON THE BUMPER! I TELL THEM IT COULD NOT BE ME I USED IT FOR AN HOUR AND DIDNT EVEN PARK NEAR ANY CARS. I AM SO IRATE RIGHT NOW! I AM ADVISING YOU NOT TO USE THE U HAUL STORE LOCATED AT 380 UNION ST WEST SPRINGFIELD MASSACHUSETTS 01089!!

What a nightmare. I tried to order a hitch for my car. They charged me and gave me a confirmation number. It has just magically disappeared in their system. Ive been charged on my card and am told sorry its not in their system. Customer service is horrible. I was transferred to 4 different people. No one seems to know whats going on in that company? So now I have no hitch, a charge on my card which Im going to have fight with my credit card company and another 45 minutes wasted making calls.

Chicopee UHaul really disappointed me with the service I received. I ended up being sent to West Springfield for my auto transport and truck which I was suppose to get in Chicopee until I was told last minute it wasn’t available although I reserved it two days previously. Chris did his best to make my day better and get me on the road ASAP although I was an hour and a half late. The only downfall to this location on first glance is the wait time is long if it’s busy, more than two guys at the desks will probably be a big improvement. Other than that I will be back at this location for any future needs with UHaul.

I rented a 20 truck to move my entire apartment to another location. I had alot more in my apartment than I thought I had. I needed the truck for as much as three extra days over what I originally rented for, so I called this location to have them extend it on Thursday (it was due back Friday, Nov 1st at 10am). Instead of giving me till Sunday or possibly Monday in a worse case scenario, they went ahead and extended it a full month, all the way until Dec 1st. Nothing was once mentioned to me that they temporarily take the funds for the duration from your bank account to hold until the truck is returned, and the guy on the phone didnt tell me he would be extending it all the way until Dec 1st regardless.. In no way, shape or form did I ask them for a full month extension. I only found out how long it was extended for when I looked at the uhaul app. I had asked him outright on the phone if I would have to pay for time not used, he said no. Turns out that they actually charged me $1721.78 for the entire month rental, leaving me with $8 in my account after I brought the truck back (on Saturday night). It is now Wednesday and I still dont have my funds. I have been unable to eat since then, and Im a big guy with a big appetite. I want every cent of my money back, plus additional for pain and suffering due to their negligence. I plan on sending some letters to these guys.

This was our second atrocious experience with UHAUL. Last year we booked a UHAUL and the day before we were contacted and told that there were no trucks available anywhere in the area. This year we booked weeks ahead of time and called to confirm that they would have a truck available the morning we had requested. 36 hours prior to our reservation they called us and told us that the location of pick up had changed and now the truck would not be available til 2pm, originally scheduled for 9am. Then 15 minutes before our 2pm pickup, we were literally minutes away from arriving, they called and said they would not have a truck available until 5:30pm. 15 minutes before our pickup they called us to tell us this! And we were scheduled to move to a different state, hours away that day. And contacting another UHAUL in the area to see if they have any trucks was nearly impossible. After sitting on hold for more than 20 minutes with a couple different dealers in the area we ended up having to give up and go to a different company to rent a truck. I will never even bother trying to rent a UHAUL again after these two experiences.

The worst customer service. So unprofessional . Can not fix any simple issue. They do not deserve even 1 star. Could be a better service for the money i pay every month.

Spoke to so called General Manager of this location, very unprofessional, very rude and he tried to make every excuse to charge me extra $95 on my bill after I dropped off vehicle. Point is if they are already charging us for blanket and always have it rewashed what is point in asking customer to have it folded, again he tried to enforce rule just on this location, nowhere else it happened before. I will be speaking someone in their home office.

I made a reservation for 9am for a 17ft truck. I got there and was told that they dont have any but that he (the gm) would call and find out when theyd get trucks. I waited a full hour without any truck. I didnt want to inconvenience my friends anymore than I already was so I had to upgrade to a more expensive truck. Dont worry, he charged me full price the upgrade. Thanks Jeff!

CHARGED TWICE! So I call upset(not yelling) and the lady states manager is not here today but i can help. I state how they charged me twice. Then she says but you didnt put gas in.(Which I put 5 bucks in) I told the lady i went 4 miles. Then she states I used the dolly. No I did not. Then she says, Ok well you need to talk to my manger because your getting yelling. I said im so glad they record these phone calls. Not once did i yell. And good customer service is Im sorry this happen to you. I dont know why they charged you twice. Let me look into this. Maybe you need a class. Just saying. I will be going to penske or home depot from now on!

Awesome folks 👏always willing to help 💯Yabets aka JP here Chris was my manager in 2015🙏

Dont bother. I was stuck on the side of a road for 7 hours because they failed to properly maintain their vehicles. The fuel pump stopped working and i was 40 minutes from my destination. I had to wait for 3 different tow trucks because someone dropped the ball and failed to inform the drives that the load theyd be towing was full of cargo. 11am to 7pm. 8 hours total. I made the mistake of being reasonable 4 hours into the ordeal and said i was okay with 50% refund. Oh foolish me. After 3 additional hours on the road side they wont refund me in full. Go to a differnet company i had to spend 3 houra being transferred from person to person to finally get to corporate.

The best one yet the storage available is awesome happy to use them again anytime.

Dont reserve a truck its a waist of time they say its guaranteed but its not I reserved 2 weeks in advance and I get a call the night before talking bout i gotta go to Holyoke to get a truck cuz they wont have one after I talked to them in the morning and everything was supposedly all set SMFH

Had a hitch installed, giving them 5 stars because they took me in on time and the work was finished very fast. No other experience with them other then the hitch.

Great customer service nice and clean

I have rented trucks here 3 times and the last one has been horrible. Too slow attending people, many computer glitches, forgetting to charge for asked services, unkempt promises, employees with attitudes when arriving, and other small things I dont remember.

Very friendly staff, only one person working behind the counter so checking in was slow, but the staff was friendly and helpful. I rented a trailer and they helped me hook it up and ensured everything was correct and working before I pulled away.

Easy and convenient to get rental vehicles if youre moving.

The staff are friendly and helpful. Will rent again from there.

I rented to car trailer from them. First I had to wait an hour just to get it since they were understaffed. Then the fender fell off the trailer just over 7 miles away. Then spent 45 mins waiting for road side assistance. When I went to return it the guy doing the inspection had no clue what the fender was. No wonder the thing fell off the guy doing the I election has zero idea about trailers or what to look for.

Great staff members 👍. In and out clean and fast. Thank you

Big space, safe, cleaning and first month free like

I used a Ubox move from west spring field to Jersey city.the Manager helped me a lot.But due to labor day long weekend the timing needed to be changed.

No propane even though signs are everywhere said other wise.

Great customer service.

Great service

Horrible horrible customer service !!!!

Good place

I rent a truck