Customer Reviews for Blue Mountain Group Inc
(Concessionnaire U-Haul dans le voisinage)

Évaluation :

5

Always have great service here. Friendly and very helpful. Will always use this location unless they don't have the equipment that day. The manager is always friendly and helpful.

Évaluation :

5

Always had great service at this location. Will continue renting from this location as long as they have the trailers I need.

Évaluation :

2

The trailer i rented was too heavy for me to remove from my hitch. I ended up injuring my back doing so. It would be nice to have a manual tongue jack on the trailer. I rented the 6x12

Évaluation :

5

clean equipment, very well service

Évaluation :

5

Perfect

Évaluation :

5

Very nice customer service and convenient process.

Évaluation :

3

The location seems a little sketchy. Hard to tell what kind of business is there. The person I dealt with was kind and helpful

Évaluation :

5

Really nice, friendly, professional, and super easy make business with him

Évaluation :

4

Fix the right fender.

Évaluation :

5

Everyone I have interacted with at U-Haul has been great. Pickup and drop off were easy and straightforward. The problem I had with the van was quickly addressed by corporate. My main concern was the condition of the vehicle at pickup. It was so filthy that I had to spend 30 minutes cleaning it out of trash, dirt, Kleenexes, screws, soda bottles.

Évaluation :

1

Not having old moving blankets infested with maggots in the back, would be a good place to start. Secondly, actually answering the phone when customers are trying to contact you, or even returning a voice mail would be the next step. I assume a refund is our of the question, but an acknowledgement of the customer and apology may have gone a long way (since this didn't happen, I'll never know).

Évaluation :

5

These Guys are the best and I would refer them to anyone who would ever need to rent a truck or need need a move or moving equipment . This place almost always has trucks available when you need them !

Évaluation :

2

The parking lot needs a paved road and not rocks and craters.

Évaluation :

5

Very quick and efficient check in.

Évaluation :

5

very good experience with this uhaul location definitely use it again

Évaluation :

1

I have just received my charges and I am being charged for 364 miles and additional gas. I did less than 4 hours, 47 miles and added gas exactly to the initial capacity. This is unacceptable (will fight this and I have all the evidences - odeometer before/after etc. Also how would I do 364 miles in less than 4 hours!) and I do not believe this is a mistake. You should not allow this place to run a UHaul business. It is a terrible reflection on your company and I am questioning using your company in the future (I typically use a different UHaul location but they did not have any availability; still unbelievable that you allow such places. Will try other companies after this experience).

Évaluation :

1

I don't usually write reviews except for particularly good or bad customer experiences. This review falls into the category of a particularly bad customer experience. I chose to take the time to write this to give UHaul a chance to fix the systemic and personnel issues that lead to such an abysmal customer experience and to request from UHaul compensation for my wasted time, effort and stress. At a minimum, I would like the reinstatement of the two 50 $credits cancelled at the West Springfield office and the additional credit of 50 $indicated for rental to me of a trailer in unsafe condition by the West Springfield office. Please see events outlined below for this calendar year 2021. Mon Jul 19 Visited Herndon, VA UHaul office to ensure my car and towing setup was suitable for towing a 4' x 8' cargo trailer. I asked the representative to inspect my setup accordingly. He looked at my car out the window of the office and said it was fine. I explained I was driving over 400 miles and wanted to be sure. He again said it was fine. A disappointing and inadequate “inspection”. Wed Jul 21 Rented a 4' x 8' cargo trailer online from UHaul.com for 65 $one way from Northampton, MA to Herndon, VA for Sun Aug 1 â€" Tue Aug 3. Received email confirmation. This part of the process went well. Order #20084947 Sat Jul 24 Drove 400+ miles Virginia to Massachusetts in my car with my trailer hitch to help my parents downsize. Thu, Jul 29 Late afternoon received call from UHaul with equipment pickup in North Adams, MA, over 2 hours round trip drive from my requested location. When I expressed concern over this, I was told that was the best that could be done. I reluctantly agreed to a noon pickup time in North Adams. Evening received confirmation email confirming my pickup time and location and stating I was getting a Utility Van. Having rented a trailer, I was concerned there was a mistake. Fri, Jul 30 10:38am Called UHaul customer service, on hold for 20 minutes. Representative checked my reservation and confirmed trailer not a van and explained the trailers used to be called vans and the language in the email confirmation had not been updated. 11:10am Called North Adams office to double-check they had a trailer available, not a van. Left a message on voicemail to please call back with confirmation. 12:26pm With no return call, called North Adams office again. Representative answered and told me the 4' x 8' trailer was not returned there as expected and he did not have the equipment for me to take on Saturday. He said someone should have notified me. He told me to call 888-463-8207 to find out my new (3rd) pickup location. 2:50pm Called 888-463-8207 for new pickup location. Waited through 3 cycles of the line ringing and “All representatives are busy…” before someone answered. She apologized for the trailer not being available and said, “It's been happening a lot to other customers.” Put on hold to “locate a trailer”. New (3rd) pickup location now Winstead, CT, about a 3 hour round-trip from original pickup location. Rep said that was the best she could do but that I could call back the next morning and something better might be available. Reluctantly agreed to 3pm pickup in Winstead, CT and planned to call back in the morning. Sat, Jul 31 (Scheduled pickup day) 9:20am Called 888-463-8207 again to request a 4' x 8' trailer closer to my original pickup location. Indicated I made reservation well in advance on July 21st. The representative was unsympathetic. He did not put me on hold to check on anything but just told me he was not able to do anything. Despite several polite requests for other options, he continued to tell me there was nothing he could do to help. Later morning called again to try to get a closer pickup location, but the estimated hold time was about half an hour so I did not wait on hold. Drove less than 30 minutes one-way to UHaul in Northampton where original trailer pickup was scheduled to talk to someone in person. The manager did not have a trailer available but was very sympathetic and helpful. He was able to locate a last-minute cancellation in West Springfield, MA. He said he had to make a new reservation (80868297) for my new (4th) pickup location and would cancel my prior reservation. Drove about 30 minutes one-way to West Springfield UHaul location to pickup trailer. Arrived about 11am at West Springfield UHaul. When it got to payment, rep said we had 100 $credit (I indicated this was for problems with the rental so far). She called over her manager who said we shouldn't have a credit and told her to make a new reservation as a walk-in. The original rental price was honored, but my adjustments were not. Third rental order #80875865. The trailer the West Springfield rep wanted to hook up was extremely old and dilapidated. I asked about using the newer 4' x 8' cargo trailer next to it and was told the newer one was for local rentals only. I expressed concern about the overall poor condition of the trailer, particularly the tires and rusty wheels, but the rep dismissed my concerns and assured me the trailer had been inspected and was fine. She proceeded to hook up the trailer to my car and test the lights. On the way back, the trailer made extremely loud rattling noises. After a short while I pulled over and tightened the knob on the trailer so it seated more securely to the hitch and reconnected one of the safety chains which had come unhooked and was dragging on the ground. This helped some, but as someone with experience pulling small trailers, this noise was clearly excessive. Upon returning to where we were staying, I was able to confirm the trailer required a 2” ball on the hitch and I had a 1 7/8” ball. I replaced the smaller ball with a 2” ball and the trailer was quieter and more secure on the hitch. This was a significant safety issue overlooked by 2 UHaul representatives, first the representative in Herndon who looked at my car out the window and then the representative in West Springfield who hooked up the trailer. Later that day we received a call from the North Adams UHaul office wondering why we hadn't picked up our trailer there as scheduled. We told them we found one closer and that the reservation for the pickup in North Adams should have been cancelled by the Northampton agent. Sun Aug 1 In preparation for the trip, I checked the tire pressure on the trailer tires. While doing so I noticed a bubble in the aged sidewall of one of the tires and signs of chronic over inflation. The tread down the center of the tire was noticeably shallower than the tread along the sides. I tried calling UHaul in Northampton but got routed to the main UHaul number and the estimated wait time was nearly 30 minutes so I again drove over to Northampton to attempt to get the tire issue resolved. The Northampton UHaul representative looked at the trailer and tires and said it should not have gone out in that condition. She agreed the tire with the bubble was unsafe. She said she would contact the West Springfield office to have them issue a 50 $credit since they rented out the trailer in unsafe condition. The Northampton representative said she did not have tires there and to call UHaul's Roadside Assistance to get the tire replaced. She was professional, sympathetic and helpful. We drove back home to call and wait there. 10:54am Called 800-468-4285 and chose roadside assistance option. Near the end of a 35 minute hold time, decided to try roadside assistance via the UHaul web site. If I had been on the road the web option would not have been as easy or might not have been possible at all. Submitted a request on the UHaul site for roadside assistance at 11:25am and received an error page. Had to log into reservation again to confirm request for roadside assistance did go through. Checked Progress Tracker page periodically, but no updates appeared. I received no phone calls nor notifications. 1:42pm Third party tow truck arrived over 2 hours after filing for roadside assistance online. Tow truck driver said UHaul told him to bring the wrong size tires and he didn't have the correct tires with him for my rented trailer. He agreed to go get the proper tires for the trailer and bring them back ASAP as per my request. 2:54pm, roughly 5 hours after beginning to get the tire issue resolved, the tow truck returned and the very professional and efficient team replaced both tires and rims with good ones. They indicated they had properly inflated the tires. When I opened the door to the trailer, light came in through rivet holes in the front. Since I was transporting furniture and other items that would be damaged by water, I then spent roughly an hour caulking various holes and cracks in the trailer to prevent damage to my belongings during transport in case of rain and/or wet roads. While caulking the trailer I noticed a few additional items of concern: 1) Inspection sticker stating the trailer had passed inspection in 2007, about 14 years ago. 2) 45mph speed limit sticker on the back painted over. The trailer had another sticker indicating a speed limit of 55mph on the fender. Mon Aug 2 Drove from Massachusetts to Virginia with trailer in tow. Tue Aug 3 Cleaned and returned trailer to Sterling UHaul site as assigned in final reservation. The place looked like a junkyard with a bumpy gravel surface and abandoned vehicles. The UHaul representative came outside and asked me to back the trailer into a spot. He said he'd send me a confirmation of return via email and went inside. I parked and detached the trailer and he came out and handed me a paper confirming I'd returned the trailer. I began to point out some of the issues with the trailer that should be addressed for the sake of future customers and he dismissed me saying, “I already closed out your contract,” and went back inside. In summary, this 65 $trailer rental took 3 separate orders, 4 different pickup locations, hours of hold time, 10 UHaul customer service calls, hours and miles of driving to UHaul locations 5 times (including 1 pickup and 1 dropoff), 1 roadside assistance prior to departure and a great deal of effort and stress. The primary problem appears to be the UHaul system as many of the representatives I dealt with were professional and did the best they could within a broken system. Two of my vacation days with family were largely taken up due to these challenges with my UHaul rental. I was promised a paltry 150 $of adjustments and I've received none. Without action being taken to fix systemic problems and compensate me appropriately, I won't rent from UHaul again and will tell friends, family and associates why they shouldn't either. I look forward to your response.

Évaluation :

1

My pickup was scheduled for Saturday at noon. No one was there and the trailer I was renting was blocked in by U-Haul trucks and trailers. Then on Sunday, I get a call from them asking if I got the trailer, I said yes after alot of work getting it out, I did. The person on the line just laughed at me and hung up. On Monday I get a receipt for the trailer with insurance, which I did not choose or need, and the receipt times were completely wrong. This facility is a scam and I will not be using them again.

Évaluation :

4

I didn't notice it when checking in but I found an empty beer bottle and another drink left in the cab of the truck. The back wasn't filthy but it wasn't thoroughly clrean. The worker was friendly and helpful so that's a plus.

Évaluation :

5

Great service. Thank you.

Évaluation :

2

Truck was dirty and smelled. Filled with garbage from previous renter. Gas tank was empty.

Évaluation :

5

always have good experience with uhaul

Évaluation :

2

The service was great, the truck was in good condition, and the reservation process went smoothly. But this location is awful. It's very difficult to drive the truck in this cramped parking lot, especially for inexperienced truck drivers. There is no organization of parked trucks and vehicles are parked every which way. And the "parking" spots out front look like they are for our cars, but we were told not to park here.

Évaluation :

4

The fella there was very helpful and courteous. No issue at all.....he helped me get set up and on my way.

Évaluation :

3

The driver side window didn't roll all the way up but otherwise the process was very smooth

Évaluation :

5

Akbar did a great job handling our rental pickup and was very helpful when I dropped it off Sunday evening. Thank you Akbar!

Évaluation :

5

This men at this location are so awesome and will always recommend them

Évaluation :

5

this is a very convenient location rented a uhaul from here, quick and easy.

Évaluation :

2

Very hard to get in and out of as well as a poorly maintained lot with many potholes. Also seemed to be half U-Haul and half junk yard.

Évaluation :

5

Excellent Customer service

Évaluation :

5

Bluemontin people are awesome and Excellent Service and will always work with them and recommend others to this location as well

Évaluation :

4

The self return/drop off process via your website was a bit tedious but the location was easy to find and the lot was easy to park in. The key drop off was easy to use too. This was a pretty easy process.

Évaluation :

1

This was the worst and most stressful experience I've ever had. When I picked up the van it was on E! with the light on the check engine light came on it smelled terrible. When I returned it they stated that I had driven over 1000 miles when I had only driven 20. It was near impossible to actually get someone from U-Haul on the phone and then they say will call you back it's been over two weeks and I still haven't gotten a call back . I do not think I will ever use U-Haul again

Évaluation :

2

This place was a junk yard and not easy to find or find a place to park a 20ft box truck on its pebble parking lot. The person who helped me was nice but others floating around the junk yard was a little unnerving.

Évaluation :

2

Have someone on site when picking up truck. Mileage shown on app did not agree with odometer, had to take several pictures and make calls to agent before I could leave site. Ignition key was finicky, didn't turn easily thought I was going to get stranded.

Évaluation :

1

Demand that the agency properly prepare the vehicle , cleanliness was a disgrace , although he met us with a mask and gloves the vehicle was not cleaned and ready to go ! Windshield was so full of bugs visibility was terrible I had to proceed immediately to a gas station to scrub the window , the interior was dirty not ready for a 2300 mile trip. ! No explanation of the vehicle was given. Only to discover later that this was a wrong choice for cross country travel. , no cruise control , seating was cramped Under powered ! Probably great for short in city hauling.

Évaluation :

5

love this cascades location, equipment is ready on time nice and clean, gentlemen works there are great, hopefully your parking lot gets better quickly, good luck

Évaluation :

5

i think they are fixing their parking lot, but overall experience was good at this location

Évaluation :

2

We were told we could pick up our order early but the owner was not there when we arrived and we had to wait until he drove to the site. The truck did not have the dolly we requested which meant we had to go buy our own. I would not recommend this location because of lack of preparation of the owner.

Évaluation :

1

Ensure you take a photo of mileage before and after use. I was overcharged for more than double the mileage. Tried calling to resolve the issue multiple times with no response. Very disappointed.

Évaluation :

1

Would not recommend this place. The parking lot was a dump and full of huge pot holes which jolted my car and the trailer when moving slowly to leave. Also the trailer had a lot of small trash in it - rotten tie down straps that had not been removed, lots of loose nails, and gravel inside the trailer. Really it looked like I was at a junk yard.

Évaluation :

1

I dropped off the tow dolly after only using it for about 2hrs. I got there to drop it off 10 minutes before closing time and he was already gone. I had to call the number and let him know I was dropping off the tow dolly. He asked for the equipment number so he could check it in and email me my receipt. Well 9am the next morning I still had no receipt. So I called there again and no answer which was surprising as they were to open at 9am. So I called back at 950am finally the guy said he had just got there. It wasnt until then that they checked in the equipment and finally sent my receipt. Not recommended.

Évaluation :

3

Put some gas in the tank ,had less than eighth tank . Clean the van once in a while. Change the oil when the oil life monitor comes on.

Évaluation :

5

very well managed, equipment was ready to go

Évaluation :

1

This location is very run down. The road on the property to the pickup lot is dirt and badly potholed. The clerk carried on a conversation on the phone while I waited for 10 min. Then he walked me to the parking lot where two trailers sat side by side and pointed. I asked which one and he just said “Take one”. He started to walk away but I noticed both were blocked by another trailer so I called him back to move it, which he did. Then I waited 10 min for someone to hook up the trailer, but no one showed up so I went back in the office and got him to come back out to hook me up. I returned after hours and almost couldn't unhook the heavy trailer. He had no trailer dolly readily available for customers like other locations. I will avoid this location if at all possible. Very poor customer service, run down office and dirt lot. Really very poorly represent the UHaul company. I've used 4 UHaul locations this year renting 7 trucks and trailers and it was hands down the worst.

Évaluation :

1

Upon arrival the door to the office was locked. We called the number on the door which went straight to voicemail. It wasn't until another person in the yard noticed we were waiting (10 minutes) that they flagged the representative to come over to help. There was no formal check in or inspection of the van prior to us leaving. The van has less than a quarter tank of gas in it and the guy just told us to return it with the same amount. The van was also parked so close to another van that my husband needed to climb in through the passenger seat in order to drive off.

Évaluation :

1

The dude behind the counter was nice enough but the truck was dirty, I needed to stop for gas at the first station I could, and the moving blankets were just piled up in the back. I spent 30 minutes cleaning up the back and sweeping it out before I could begin loading it.

Évaluation :

5

Great U-Haul location. I would recommend to anyone

Évaluation :

1

The truck was filthy and was not cleaned at all! There was food bags in the front cabin and the back had used blankets inside. Also, I used 20 miles and was charge for 80 miles on a local move. The checkout and checkin done add up and i've been trying to get someone to tell me what's going on!!

Évaluation :

4

I was charged for coverage I declined

Évaluation :

1

Horrible customer service please check how your vendors provide service & represent your name

Évaluation :

3

The staff were awesome, but the facility was a bit unexpected.

Évaluation :

4

The only issue I had was that the guy who was supposed to check me in was a few minutes late so we had to wait for him. Not a big deal though and very understandable since we did schedule our pick up fairly early in the morning.

Évaluation :

3

Truck was dirty with ashes in the ash tray and trash in the cab. There was no real paper work and no walk around conducted or evidence of prior damage provided.

Évaluation :

5

overall i had a very good experience at this location very helpful staff

Évaluation :

5

excellent service

Évaluation :

3

Sterling facility had deep potholes coming into the place, and the back lot was similar to a junk yard. Associate was excellent though. My main issue: I received a call 1 day into my 4 day rental from another U-haul location. They wanted me to return the trailer that day for another client, and texted me the different location for return (saying I could return after hours). I returned the trailer on day 2 to the location in my contract since I didn't see a U-haul at the address I was texted. I did some extra driving, wasted time, and returned the trailer 2 days early. I should get a break on my cost due to this outrageous incident!!! Please help.

Évaluation :

1

This location was totally unlike the uhual location i'm used to using (Columbia Pike, Arlington Virginia). I've had no problems in the past with uhual, but my experience on Saturday, May 8, 2021. The van was dirty; a red mud that the van next to it had also. I realized that the location is near a lot of construction and may have been rented in the past by people with such equipment, but i had to move a fabric-covered couch and there was no available coverings or drop cloths i could buy or rent from this location.

Évaluation :

4

The people were professional. The location was convenient, and the equipment was easy to rent.

Évaluation :

3

The inside of the trailer had mud. There was no agent on site.

Évaluation :

3

I scheduled and drove to the pick up location 45715 Old Ox Rd, Sterling, VA 20166. There was a van on the lot and I was told the reservation was moved to 21615 Cascades Pkwy because of no van inventory. Once at 21615 Cascades Pkwy, I was met in the parking lot by the location operator, in the very van I had just seen at 45715 Old Ox Rd. I was misled and made to drive out of the way only to pick of the van I just saw on the original reservation lot. The location operator at 21615 Cascades Pkwy was excellent and took very good care of me in lieu of the circumstances. The van from 45715 Old Ox Rd was VERY dirty and looked like it hadn't been cleaned in weeks.