U-Haul Moving & Storage of Arrow Hart 1 Cressey Road, Brunswick, ME 04011

"Easy to order online then pick up. The sales rep was very helpful."

"I rented a 6' x 12' Utility Trailer with a Ramp from the U-Haul in Brunswick on Cressy Road. Daniel couldn't have made it a more pleasant experience. His knowledge and expertise swiftly hooked up my truck with the trailer and I was on my way. The trailer was in excellent condition and was an asset to get the job done. Highly recommended U-Haul location. Say "hi" to Daniel for me."

"The absolute worst customer service experience I have ever had in my life. I tried to order a hitch to be installed on my SUV. In summer 2022 I had found the only local U Haul at the 47 Western Ave, Augusta, ME 04330 had my all the parts and made an appointment online with the call center. When I got to the location and handed my keys over I was told it would take all day. The 3 hour waiting time if you stay with your car is apparently not a reality. I did not drop my car off, I was waiting the 3 hours for it, and could not wait 8 plus hours for them to complete the work so I left. The young lady working there offered no apology or care in the world. To be honest didn't even say good bye or anything for that matter. Given that it was months later August of 2023 I figure lets try again, give U Haul a second chance as I understand things happen. Around August 11th 2023 I went to the 1 Cressey Rd, Brunswick location to order a hitch and parts for my SUV. I dealt with the manager of the location, older gentleman. On August 15th I receive an email form U Haul stating my appointment is for August 25th at 9am. When I arrived on the 25th I was told that they did not have the wiring parts and that the email I was sent was just a corporate generated email that automatically goes out and does not indicate if the location can actually do the work or has the parts. September 1st I call Cressey RD U Haul and am told by the manger (older gentleman name escapes me) that he would look for my wiring and call me right back. He did not and I gave them yet more time. September 8th I call back again and get the same manager and this time I am told ( with a little urgency in his voice) I will check my mail and call you back in and I quote "5 minutes". After waiting 1.5 hours I drove to Cressey Rd U Haul and find he is sitting in a chair alone with no customer. I asked about my wiring and at this point tells me he has nothing and the wiring had been back ordered, meaning not coming in. Apparently when parts are back ordered no one from corporate tells the stores and you wait till they arrive or you keep asking about it for them to figure it out. Once the manager realized this he explained he ordered parts to be delivered from TX overnight, this was early Friday September 8th afternoon TX time. So Monday or Tuesday September 11th or 12th they would arrive and he would get me in immediately for install. He also showed me his backroom full or hitches and parts that are being sent all over, to show me how busy he was I assume. As of today September 15th 2023 at 9:30am I have not received a call or email from anyone from U Haul. I did however call numerous times yesterday Sept 14th to inquire as to what is going on with my wiring that should have been there for days. My first call went to the national call center, I was told yeah the parts are not in. I then called Cressey Rd until I got an answer. First time a person picked up and put me on hold, 10 minutes later I hung up. The next time they answered at 1 Cressey Rd the person that answered said may I put you on hold to which I said, no last time you did the call was never picked up. To late they already put me on hold, 10 minutes and I hung up again. I know that to U Haul and Cressey Rd U Haul my time is worth nothing but to me it is. As to the employees I dealt with. The manager was not unpleasant but more robotic. You are a number and that is all. The person who answered the phone that left me on hold twice, shows there true colors and lack of customer service. They are either both a product of the U Haul environment or just lack any service skills in there general life as a whole. In summary, I tried twice to give U Haul my money. Twice they dropped the ball in such a horrendous way that it shows the customer service and true customer value to this company is dead and long forgotten. I will use a local company that will actually get the work done in a timely manner and appreciate me as a customer and actually have some customer service. Would had given 0 stars if I could."

"Great service! Went in for a tow hitch adapter and equipment. Knowledgeable, helpful service. Thank you."

"Terrible experience. I wish we had another choice but had to get a job done so we prayed to God, bit our tongue, and put up with the most incompetent, inconsiderate, and unprofessional experience in any business setting in my life. An employee named Dante I had to walk away from, step outside, and compose myself before returning to the front desk. If you can go somewhere else."