U-Haul Moving & Storage of Stamford

Reviews 3

MU

Murali Krishnan

To start, the location has to get better about servicing their vehicles and their service. The location, U-Haul Corporate and Road side service provided some of the worst service I have received in my life. I had the fuel fail on me in the middle of the high way where the vehicle shut down with cars and trucks whizzing at 70 mph + around me. The truck put my myself and my family in jeopardy and I was amazed at how little they cared about my well being and felt that a 20% discount on a failed truck was enough value for the danger that they put me in. After almost 10+ hours of phone calls where the whole company is so disconnected and mismanaged where the right hand does not know what the left is doing. They felt that they would rather save themselves a few hundred dollars even after they put me at risk. I urge any and all customers to explore other options besides uhaul and I promise you do not go based on value since your life and that of your family is worth paying the extra dollars or even professional movers. This location has the worst management and I can guarantee you it will take over 10+ calls before you actually get a manager at the location - before you rent from here put that to the test. If that is not the testament of failed service I can assure you it only gets worse from there. The manager Jose Sanchez (if you get him on the phone) will tell you all that you would need to here including "I cant believe you are being so polite and understanding through all of this, I would not handle it this way if it happened to me". Dont be fooled by that and find a better rental company to ensure that your move goes well. So here is a little more detail to give you a snapshot on a part of my experience Welcome to a company that does not know what a BRAND means. So after carefully maneuvering my vehicle after it shut it down in the middle of a highway I call Emergency Road Side assistance. After going through over 6-7 reps who could not even locate my whereabouts. Here is the kicker, I tell the rep I could send her my geographic location coordinates and she said that she had no way to received it (email anyone??). So they finally put me in touch with a towing company that was 40 miles away from my location (side note - I was 27 miles to downtown boston). I had one guy who showed up 2.5 hrs into it and diagnosed the vehicle and said that it was a faulty fuel pump. So he leaves and goes on to say that he had no one who could help and that someone would get in touch to tow the vehicle. After about three additional hours on the side of the highway I finally get towed. That experience was an essay in itself and since I am commenting on the roadside assistance I will keep focus on that. So as I was talking to road side assistance they kept putting me through to customer service to help - both parties faulted each other on what the next steps were and in essence left me high and dry. I also had reps empathize with my situation by even suggesting a full refund. However, even after I told the team that assesses refunds to listen to the recorded calls and even named some of the reps she (Rebekah Gaye) blatantly lied to me (since she said that she heard 30 mins of my calls when I spent over an hour with the person that I referenced) and said that they heard no such thing. I am challenging them to play the calls for me and share the audio but obviously they have no response. Feel free to contact me for any details. Please do yourself a favor.

ED

Edward Parr

I have rented a storage unit at this U-Haul location for several years. The door to the unit has always been askew and difficult to open, although because I could open it, I let it go. Several months ago (summer 2013), my wife let me know she needed to get into the unit, but she could not open it. Therefore, I asked the staff at the location if it could be repaired. The staff person said they would take care of it. In late November, I returned to the unit and the door had not been repaired. I asked the staff person on duty (Samuel) and he explained he had no record of my request. He explained that I would need to be present for the repair to be done. I had no time that day, so I asked if the following Saturday (Dec 7) would work. He felt it probably would. He was very polite and helpful. On Dec 7, I tried calling to find out if it could be done, and when I should show up. The woman who answered put me on hold while she consulted the manager. After about 10min of waiting, I was cut off. I made several calls back, each time reaching the service center (not the Stamford location). The first time, the fellow said he would send them a messgae to call me. After 15min without a call back I called again. This time I was given a "wrong" cell phone number for the manager. The 3rd time, I was transferred twice, ultimately to speak with a woman in the storage department of U-Haul. She tried her best to help me, calling and messaging them while I was on the line, but ultimately she could not reach them either. She finally assured me that she would continue to follow up with them to ensure they called me back. She is another one of the few U-Haul employees who deserves credit in this debacle. As I write this, it is now more than 3 hours since I originally called, and still nothing. I cannot help but feel this location is being poorly managed, and I could not in good conscience recommend to anyone that they consider renting storage at this site. FOLLOW UP - the manager contacted me a few days later, and I did one month free for my trouble, so... I upgraded it by one star

JO

Jonathan Tunik

Equipment (cargo van) was for the most part in good condition, although the shocks were shot and it bounced around so much that I had trouble hitting the right buttons on the radio. Main complaint was dishonesty of the people at the desk. Heather cheerfully pointed out the scale on the contract which tells you how many gallons of gas you need to add to get it back to the level it was when you rented it (since you get gouged if it is under, but no reimbursement if it is over). This seemed like a very nice convenience, except it turned out that the scale is inaccurate: it indicated that I needed to add 30% more gas than was really necessary. The worst thing is that when I complained about this when I returned the vehicle, the very helpful young man who checked me in said he was aware of this and had spoken to the manager about it several times but to no avail. The other woman at the desk when I returned it also seemed to know about it, but said there is "nothing they could do" since the form is created by U-Haul, not by their local shop. Even if that is true, if they know about this, they should warn the customer, not cheerfully act as though everything is peachy. In law, knowing complicity with fraud is the same as committing fraud. On the plus side, there were no (other) surprises in the charges.

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