Terrible service. It was raining out. They gave the key to ho find yhr van. After wandering around in the rain for 10 min.l Unbeknownst to me the van was locked up inside. Also, the staff when speaking to eachother only spoke Spanish. It is extremely rude in customer service to speak a different language for extended periods of time amongst eachother. I would never recommend this place ever. I will actually go out of my way to tell everyone I know about hiw horrible this was.
Peter A.Customer Reviews for U-Haul Moving & Storage of Hartford-Brainard
Testimonials From Recent Customers
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I had an out of state registered truck and almost didn't make it to my destination. I work in the auto and fleet repair field so I started diagnosing the concern while driving. I had various intermittent noises for the last 10-12 miles. About 2 miles from my destination the squealing noise became constant and I wasn't sure I would make it. As I pulled into the driveway the ABS light came on and the brake pedal went 1/2 way to the floor. A quick visual turned up the RF brake caliper was hitting on the rim. It appears the last person to replace the front brakes(look fairly new) didn't bother to clean ona inspect the wheel bearings or didn't adjust them properly during reassembly. The bearings failed in the right front and the truck needed to be towed.Luckily I was done with the truck. Overall this was an OK experience but could have been much worse.
Steven W.Personable staff at this location. Signage could be improved to include the word "vehicle" instead of just sating "equipment" for the return.
Philip P.Marie is Great, I will use this facility again,
Michael W. | Expérience généraleThey had an inaccurate gas gauge mark, so I took a photo of the actual gas gauge mark after starting the vehicle so I could show it to them when I returned with the vehicle. When I returned that's when they told me I was to do this on a link sent to me. No one told me before, they left it up to me to know that I should check my text. Not everyone gonna check their text like that, especially when they in hurry. the gas gauge was at half and their records showed 3 quarters. They said they would still charge me for the gas because they won't accept the picture I took.
MARK M.Very helpful
JOHN F. | Premières impressionsRepair your trucks. This truck was all over the road and hard to steer. Truck has driveline or rear ended problem because vibration above 60mph. Even though I brought back with same gas that I left with(picture before departure shows this) they still charged me for two gallons of gas.
jose T.Same as above
Ann C.Good experience with staff & facility
ANDREW R. | Premières impressionsMaria the best gud services
MARISOL S. | Premières impressionsGracias por su servicio muy buena
ANTONIO F. | Expérience généraleThe only improvement I can think of is making the wait time at the counter shorter. Otherwise, it was a great experience.
Sunita B.The computer and CC machine was in the fritz, but the lady at the desk was very professional and helpful
Agapito Z.I wasn't very happy about driving to Meriden to get 15' truck then to Hartford to get dolly then drive back to Waterbury. Should U-Haul deliver the vehicle and dolly to my location. I was given 70 extra miles. I had to burn 7 gallons of fuel. $ 32 out of my pocket to do your job.
Gregory M.1. Train reps to have more pleasant attitude even if it's 8am or if they are ending their shifts. 2. Signage needs to be more clear. Instructions say to park at equipment return during open hours and wait for someone but no one came so I returned using QR code and key drop. After a long day of lifting furniture it would have been nice if there was actual staff to assist. The vehicle needs alignment and ignition only starts if steering wheel is wiggled and shaken aggressively.
MELISSA J.Your employee Rico was amazing but I got overcharged because your app wouldn't let me share my location twice
Jamie H.Reservation was made online for 9:30am. My son got there 9:20 and truck nowhere to be found. They didn't know where truck was. My son finely got the truck at 10:20 and they didn't change the time and was told to return truck at 12pm. I called customer service and he change time and told me and text me saying pick up 10:20 and return at 2. Upon returning truck, I got charge for an extra one day and a whole bunch of stupid fees. After being on hold for 40 mins I was credited 47 dollars. I will never rent from them again nor refer anyone there
Magdalena D.Great customer service and service. I will recommend
Maribel Q. | Expérience généraleEasy drop off, keep up the good work!
STACY H.Very efficient!
John A.No suggestions for improvement. Staff very knowledgeable and helpful.
Janice L.Luis Alvarez was an extremely great associate. He assisted me with all of my needs in renting a uhaul and storage unit,and answered all of my questions or concerns
Gabriel S. | Premières impressionsI would have been better with everything if the windshield on the inside was clean I could not see out of the windshield very well disappointed with that and that only
Mark L.The staff was terrific. We needed to make some changes to accommodate hitching up to my vehicle. They knew exactly what to do got us out quickly.
Arnold B.Great customer service. Ty
PETER W.Gentleman who helped at desk with paperwork was knowledgable and friendly. Great guy. Man outside hooked up trailer was very attentive. Great service.
Pat P.Thank you Maria!
Christopher P. | Expérience généraleAll good, smooth process 💥💥👌🏽
Bert W.Maria has the patience of a saint. Always crazy busy but never rude or curt. Always pleasant while multi-tasking. Great Manager. The woman deserves a big raise! 5 Stars for Maria!! The unit prices could be lower, but good value for your dollar if you have expensive things in your unit. Not so great if you just need extra space for your junk /stuff. That constant buzz noise was most irritating if you had to stay in your unit for a while. Overall, good experience. Thanks so much.
Robin W. | Expérience généraleHORRIBLE EXPERIENCE SUMES IT UP ALL.
Sophia S. | Expérience généraleVery pleasant interaction with the staff at the pick up/drop off store. They made it quick and simple for me. Job well done!
izahir K.The manager Maria came to the store to help me get access to my afterhour truck pickup because the customer service messed up the order not once but TWICE. I called to double check the keys would be left in the box. I start work at 3AM. Maria came 3 hours after closing to help me get my truck. If that isn't service, I don't know what is.
GALVYDASMYKOLAS K.There were some issues with the van: the back door had been jimmied and so it didn't close properly and the tires were not properly inflated so I was a bit stressed by the ongoing messages I got about low tire pressure BUT the people at the counter and on the lot were ALL so pleasant and delightful to work with that I intend to make this my regular UHaul spot from now on. Maria was warm and friendly and super helpful. Even though I had no reservation and they were very busy and booked, she found a van for me that I could take immediately, and she explained all the fees and specials very clearly so that I was able to make informed decisions every step of the way. I had gone to a different UHaul earlier in the morning, but I will only go to the Brainard Road one from now on because it felt like I was being helped by friends.
Cie P.S.O.
NAVEED M.I think your doing great.
Clayvern F.Very friendly staff. Made the rental process easy.
Todd F.Everything was Great
Marlin P. | Expérience généraleVery friendly. Women who did my paperwork is extremely helpful and knows how to get it done. Upon return gentleman came rite out to unhook and was knowledgable.
Pat P.I was originally scheduled to pick up at another location. When the time approached, they notified me 6 hours before that the truck I wanted was not available at their location, so they referred me to pick up at Brainard Road. Everything worked out great.
Carl A.We paid you for delivery 5 Ubox ．You just sent 4 to．One of them broken ．You did nothing ．let me rent a truck and unload whole things from the Ubox ．Your service is too badï¼
lu Y.The lift gate was very hard to close and open. The driver side mirror was cracked/broken before I used it. The wait time at the front desk was exceedingly long and unacceptable.
Peter R.customer service was very slow
Mr. O.The office was very slow, I waited in line over 30 mins to have to GM bark at me that I'm an hour late. I was 15-20 minutes late. She was eating and taking calls not explaining anything to me. Employees are walking in and out of the back room only two registers open. I would not recommend anyone to go here or use this uhaul
Charles P.I called UHaul Customer Service to schedule a pick-up of my box. Uhaul incorrectly reserved a new UBox for me and then held my box hostage demanding payment for a box I did not want/need/order. They were rude to my moving help and caused a 2-hour delay.
Laura W.This was my 1st time renting Au haul truck and from my experience from this place it's really great
Ken L.Marie is a excellent manager! She is very accommodating, friendly and professional. The facility was very clean and orderly. The owner is very lucky to have such a caring and enthusiastic manager. I would highly recommend this facility for your storage needs. Thanks Maria! You're the best!
TOM R. | Expérience généraleBest people in Hartford
CHRIS A. | Premières impressionsThere always is a wait and other than Maria who is excellent staff seems confused and disinterested The storage area is spotless and secure Location is excellent
STUART J.Always great service at this location. Staff is excellent and caring!
Frank C.Except for driving to 3 locations and not getting the vehicle I requested, it was good. Online system misleading regarding booking if they do not have the vehicles and you drive to 3 locations a credit should be issued.
Susan G.Rey, the CSR was polite and professional. He went beyond the normal service to accommodate my needs. Merci
nazario F.I arrived for my reservation at 7am. The facility was supposed to open at 7am. I waited 1 hour for the facility to open. When it opened, I was told that I should have just checked in online.
Gerald S.We dealt with Maria whom good not have more professional and kind ! We could not been happier dealing with such a kind caring individual to even go out of her way to off help so my wife and hope she is recognized for being so professional and knowledgeable. Thank you James Ryan
Ryan J. | Premières impressionsI spent $700+ to rent a 5x8 trailer one way from Hartford CT to League City, TX. When dropping off the trailer I heard the sales guy quote $140 from Maryland to League City. I figured one of the amounts was wrong. I asked the sales guy and he said the prices were automatically generated and there was nothing he could do. The trip from Hartford is only 17 % further than Maryland, so maybe the cost should be $163 rather than $140. Not sure if it is because of driving through NYC, but I was required to take the additional $70 insurance so that should cover any perceived additional risk. Anyways, I just feel like I wad robbed.
Robert V.Staff was poorly trained and recalcitrant, gave poor information and lied.
BRENDA M.Please respond to the customer calls, I tried reaching out several times after my delivery was delayed for 3 days. I didn't hear back or there was a wait time of 50 minutes every time I called.
shashi P.Poor customer service
David C.Great team!!!
Ram A.Try changing my return location by calling the customer service number and it wasn't very helpful, it should be a little easier but it's good service. It's not a complaint, just a suggestion Thanks
MARCOS R.awesome service very friendly highly recommend
David K.Make sure trucks are in proper working condition, due to maintenance needed , we wasted an hour of our time with our reservation Poor online service to return vehicles
Annalisa O.Quick return process. They saw me arrive and met me outside and I was done in just a few minutes. Personnel amical
Sarah S.The confirmation e-mail said I needed to pickup in Hartford but it had me "pre-check in" and when I went to the website and confirmed everything it said location was Manchester, I went to Manchester figuring the website would be correct and they told me I needed to go to Hartford. Aside from that confusion everything went fine!
Steven W.Great location and truck was ready but price I was given on internet was significantly different than price given at location. No manager on site to help out. Called uhaul customer service and the confirmed price I was given. After 2 calls and the person at the desk starting over again the correct price was obtained. I initially they wanted us to put deposit on almost double the price. Very frustrating. Return process was simple. Not sure why we had an issue with pricing which was very frustrating but glad it worked out.
John C.Update photos of vehicle. Discrepancies over actual. Engine light on. Driver visor broken and not useable. Fuel short.
Mark F.Better communication when doing online check in. It took me about 45 minutes to get the vehicle because it was behind locked gates. I went back and forth at 3 times.
Megan K.NO GAS IN VEHICLE - NONE !!!!! HTERE WERE FOUR OTHER TRUCKS THERE SO WHY DID i GET THE EMPTY ONE. WHEN I BROUGH THE TRUCK BACK THERE WAS ONE COUPLE IN FRONT OF ME BEING ATTENDED TO. AFTER WAITING FOR 20 MINUTES A WHITE MAN CAME IN BEHIND ME AND THE WORKER AT UHAUL LOOKED PAST ME AND ASKED THE WHITE GUY IF HE COULD HELP HIM. WHEN I COMPLAINED UHAUL SAID "I RECOGNIZED HIM NOT YOUO." FUCK THAT RACIST.
Terence B.Everything is very easy
Rolando E.May have been a little under staffed but when I was able to get help they were efficient, fast and pleasant.
Tara C.everything was great . The Manager Maria was very helpful and very professional.
Nelson M.The staff is lovely
Yolonda G.I felt horrible for the guy behind the counter. This store was very busy when I went to go rent a truck and he was alone trying to juggle 3 lines by himself and trying to get help with irritated customers. The only reason I'm giving 3 stars is because there needs to be at least 1 other person working there on Sunday with him. I don't know if someone had called out or what, but he needs more help. He never complained. Kept apologizing. It wasn't his fault. He deserves a raise for going above and beyond the call of duty.
Chantal W.No improvements needed from my perspective.
Thomas C.Great People great people in this location
RASHEED C. | Premières impressionsThe Staff was friendly and helpful with my experience. The storage facility was very clean.
Mark C. | Premières impressionsMaria at your Hartford Brainard Rd. Location is excellent as well as all of her staff. They are very understanding, courteous and friendly. This uhaul is the only one inuse out of all locations in Hartford. Will always be a customer.
Nikki M. | Premières impressionsThe facility was impeccable! Very well-maintained! Front office staff was helpful and extremely courteous.
YVETTE L. | Premières impressionsOur storage area the roll up door needs maintenance. Poor slide lock terrible. Barely could raise the roll up. Locker L 10. Bad news the fences have all have been compromised. Not good. Awful. Dawn was very helpful. SiteManager.
dayne d. | Expérience généraleUhaul does a wonderful job with the storage facility. Maria at Brainard Rd in Hartford is knowledgeable and helpful.
Denise G. | Expérience généraleMaria helped us on three different occasions. She was so wonderful to me. I'm so grateful for my time there. It made our move across the country so much easier. Everything was perfect. We are forever grateful. Thank you Maria!
LAURA KHRISTINE P. | Expérience généraleNice place
PAUL T. | Premières impressionsProblem with the latch whenever opening or closing... mice infestation at Manchester facility. Not been replaced 0r paid all my fund's lost lashflambiyant649@gmail.com...860 804-5646...Lash flamboyant..
Lash F. | Expérience généraleThe staff there is absolutely second to none great service
CARLOS M. | Premières impressionsMaria melendez is a very wonderful and helpful lady.
Jencih M. | Expérience généraleThe website stated when paying for the unit online the storage unit would be ready for use after I pay I could skip the counter and go straight to the unit. NOT TRUE! I went to the facility put in my code number it said denied access not checked in. Online website doesn't state you have to first check in with the employee at the front desk before opening the storage unit door. Tried to open the storage unit door then the alarm goes off. Very disappointed now which it doesn't state that if you try to open the unit without checking in the alarm would go off. Scared me half to death please update your online website because it's inaccurate.
Denise J. | Online Move InI have to admit that u haul storage facility on Brainard Road was above my expectations as far as cleanliness and feeling my belongings were safe, after hearing of other u haul storage facilities horror stories from people (Bridgeport) I thought I would never store my belongings at a u haul facility. In the past I have rented from competitors facility (Extra Space) and vowed never to rent from others. By my surprise I was pleased the only problem I was not pleased with was I was not allowed to move out my unit and be charged a pro rated fee and u haul would not waive the late fee I did ask on several occasions, as you would want to please your customers and have them recommend using u haul to others. I'm not allowed to leave the field blank when asked if I would recommend u haul to others if asked my experience with u haul I'm unsure of my recommendation. Also Maria and I didn't get off to a good start and I understand people have personal issues going on outside of work as she was crying and speaking to another customer regarding some personal issue as I was waiting patiently to check into my unit about 45 minutes.
deidre s. | Expérience généraleIve lived in Htfd, and NY, and in a CT farm house with mice. So i get it, cockroaches, mice, rats..It was stressfull enough storing what items i had left, i wasn't 5ft in facility and saw numerous dead roaches.. Yea for them being dead, however that plus all the rat traps..was not good !! The front desk people were awesome, they made a horrific day, just a bit better!!!
kimberly f. | Premières impressionsIn and out quick, facility set up nicely to get around quick without obstacles.
Tony R. | Premières impressionsVery friendly Manager, and i’m very polite.
Rosa L. | Online Move InI also had a very good experience on my service maría Melendez was very friendly polite and understanding. Will rent again in the future. Thanks for all the hard work
Luz C. | Expérience généraleNice and friendly staff and service!!! Thanks ☺️
Carmen R. | Expérience généraleExcellent and very good and friendly staff Thank you
Carmen R. | Premières impressionsThe staff was very helpful and quick to set up my storage unit. Je les recommande.
MARGARET M. | Premières impressionsThe people at this location were very helpful and made things easier.
Sondra T. | Expérience généraleWhen we moved our stuff out of the unit after three months, there were German roaches in the unit and the surrounding area. No staff were aware of this. Poor management and pest company.
COLIN L. | Expérience généraleThank you for your service
lorraine i. | Premières impressionsExcellent staff! Excellent service
JHENNEL F. | Premières impressionsMaria was excellent, always a pleasure to work with you. Thank you for always being kind.
Dalian D. | Premières impressionsIts was great, only concern is the location since it seems some weird characters like to hang around there.
Vinet M. | Expérience généraleThis people make us feel like a family. The all was amazing. The general manager Maria she was not only a managers she became part of our life. Work with people like this make us more comfortable and confident in everything we need from ur company. Thanks for hire people like this . Thanks Maria and staff U are all amazing.
JOSE A P. | Expérience généraleWhen I Came In To Rent Another Uhaul There Was Only 1 Person At The Desk & 4 Other People In The Back Being Loud & Chatting It Up & There Were People Waiting. Also The Manager In Charge Had 4 People Hold On The Line ! Very Unprofessional !
Jayda C. | Expérience généraleThank you Maria and crew!
Ada M. | Expérience généraleMaria and her team provide excellent service, exceeding expectations. Continued blessings and thank you very much! :)
Marlyn M. | Expérience généraleAs a former employee, my tenure started out amazing; my coworkers seemed friendly, and everything was going smoothly. As time progressed, I was gender profiled, and blamed for essentially everything. I started noticing that money was being taken from drawers, and the manager was not fulfilling her job duties correctly. Only when her boss was around, did she assume the role of a manager. Most of her duties she left to her employees. Upon departure, I went to clear out my storage unit a few weeks later, and noticed that my access key card was deactivated; the alarm sounded when I opened my unit. They [employees at brainard road uhaul location] are petty, and fake, so I'm ecstatic that I am longer at that location.
Timothy B. | Expérience généraleNo tengo nada que decir todo muy biem
Jahaira L. | Expérience généraleLove the staff. The are crazy in a very good way. They really make my time there very pleasant. I totally will recommend this facility beach a 100 %. Thanks guys. Jose and Francisco
JOSE A P. | Premières impressionsThank you Maria and team members!
Ada M. | Expérience généraleThese people helped me a lot. They were all so nice and worked with my situation after a very negative Uhaul driving experience and incorrect storage size on the part of people answering the phones at customer service. I would definitely recommend this Brainard Rd location. High quality customer service.
Sondra T. | Premières impressionsMaria muy amable y muy cooperadora en todo momento. Exelente empleada
Maritza R. | Expérience généraleThe service was terrible, they lied about the free month, I never got it even though I rented the truck. I would not recommend uhaul to anyone that I know.
Donna S. | Online Move InThe staff was very friendly and helpful.They were very knowlegable of their job.
Rosale F. | Premières impressionsMaria was very polite and helpful believe she is the manager
Jose O. | Expérience généraleGreat location and prices are reasonable
Deshawn J. | Premières impressionsIncompetent is the best single word to describe this company. We made reservations a month in advance for a 20' truck, and a tow dolly. The day of the reservation comes up and our equipment is not in the correct location. It was changed without our notice or prior warning to a location over a half hour away. This majorly affected our move with no compensation, and it was too late to get another company. We also reserved a storage unit at the area where drop-off of equipment would occur, and they tried to change our drop off no less than three different times. Truck in one place. Dolly in another. Storage in a third. It took more than 5 calls before things were in order. When we arrived at the storage\drop off facility, I was told they "may have" a unit for me. I asked why they made reservations for units they didn't have, and was not given an answer. They ultimately had a unit for us, however we will not be using u-haul in the future because they are utterly inept from the top down, especially for their prices which are downright extortion for the nonsense they put you through for the privilege of using their equipment.
COLIN L. | Premières impressionsI had a storage for 2 months and in those an associate " accidentally " put a lock noted with non payment so I was denied access to my storage when in fact I didn't miss a payment . I had actually went to the storage 3 days after my payment and that's when I notice the lock . I had to call to speak with the manager Maria . Maria informed me the lock would be removed and she would be able to help me with a discount including giving me 24 access and waive my insurance fee for the associates mistake . I was in a rush and had to go To work I could not wait for them to remove it . I left came back 3 days later and the lock and note was still there ! I then went to the office and spoke with Maria and again she informed me the lock would be removed it took them over a half an hour . The lock was removed and I was able to move out without a problem. Being that I had already paid for the storage 2 days prior to moving out , I left the lock on with nothing inside the storage . When I made my payment in store , I insisted on the discount promised to me which Maria forgot about . Now once again I was supposed to be granted the 24 hour access fee along with my insurance fee being waived . Now the days before my payment it due for the next month I went to removed my lock and when I get there after business hour I'm denied access . I called the managers number listed more than 3 times & no one even got back to me . I then received email stating I owed a payment . I called over 3 different days to have everything cleared up but once in contact with the manager everything was settled .
Madelyn R. | Expérience générale