Customer Reviews for Hartleys Auto Service Inc
(U-Haul Neighborhood Dealer)

1,008 reviews

3830 US Rte 11   Cortland, NY 13045

(607) 758-3985

Location Hours

  • Mon-Fri: 8 am - 5:30 pm
  • Sat: 9 am - 1 pm
  • Sun: Closed

Services at this Location:

Contact Us

(607) 758-3985

3830 US Rte 11
Cortland, NY 13045

Services at this Location:

Location Hours

  • Mon-Fri: 8 am - 5:30 pm
  • Sat: 9 am - 1 pm
  • Sun: Closed
  • Free towing inspection
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
3.0

I was dismayed to fill the tank after using the van with four and a half gallons of gas, I drove less that forty miles. I think there was not a full tank when I picked it up.

PAMELAR D. 
Rating:
5.0

Customer did not leave a comment.

leyda C. 
Rating:
5.0

The Hartley's location in Cortland, NY has great customer service. The truck I reserved had not come in, but I was upgraded to a bigger truck plus given a discount for the inconvenience. Super happy I went to this location. The front desk person was very responsive. Thanks!

LORRAINE L. 
Rating:
5.0

Customer did not leave a comment.

Joseph D. 
Rating:
4.0

Please have return instructions posted for after-hours returns of equipment. Only afterhours return of a truck was listed.

Stephen F. 
Rating:
5.0

Customer did not leave a comment.

Joseph C. 
Rating:
3.0

The return process was confusing at best. When we arrived to drop off the trailer there was no one there, just a sign on the door that they were closed for the week (found out later it was COVID related). It was only after we went to check it in online that we found out that there were a bunch of online procedures that needed to be followed. These should be posted clearly so people know what they are. Also, not everyone has a smart phone to be able to check in with a QR code and a camera.

Cindy W. 
Rating:
5.0

The truck was old and not maintained. The brake light and abs light would come on and start dinging. Very annoying to drive like that.

DEREKW B. 
Rating:
1.0

Customer did not leave a comment.

Talitha P. 
Rating:
5.0

The self check in and return was convenient because I was able to do this after the location's normal hours. It took some effort to learn the process the first time but most of the directions we clear and easy to follow.

Steven D. 
Rating:
3.0

Customer did not leave a comment.

Barry M. 
Rating:
5.0

Smooth experience.

Benjamin W. 
Rating:
4.0

Make sure when reservations are made. Equipment is available. I had to drive 100 miles from my home to get the truck and 50 miles in the other direction to get auto transport. I asked for extra time as I waisted 9 hours running around to get equipment. I was told no but could have extra miles. Court land uhaul rep were the ones who gave the extra days not uhaul themselves. Took four days to finally locate a truck. Reservations were made a month in advance. Since they had to split the orde they tried to charge more for transport because it was not combined. Uhaul did reimburse. As we have to make several trips over a months time and no guarantee of having the equipment I got discussed and instead of renting equipment for anywhere from $9000-12000 I went and bought a truck and trailer. Even though I may have to make extra trips between NY and Texas. At least I know I have the equipment to do it with and at the end have something to show for the money spent.

NEWELL T. 
Rating:
3.0

Customer did not leave a comment.

Dawn M. 
Rating:
3.0

Customer did not leave a comment.

Janet S. 
Rating:
1.0

I was scheduled for a 9 AM pick-up. I arrived at 11:30 and there was no truck available. I was not contacted or regarding the fact that my confirmed truck was not there. I had to call repeatedly to get updates. A truck from Syracuse should have been brought down for me. I picked up the truck 8 and 1/2 later than scheduled. Unacceptable!

Margaret D. 
Rating:
4.0

Customer did not leave a comment.

JACOBRAY K. 
Rating:
5.0

Customer did not leave a comment.

gary K. 
Rating:
5.0

Customer did not leave a comment.

Edward F. 
Rating:
5.0

I cannot think of anything.

Alfred P. 
Rating:
5.0

There is nothing to improve the customer service was good the vehicle was in good condition I got good gas mileage and the rates were affordable and appropriate I would recommend this location without any hesitation.

CR V. 
Rating:
5.0

Customer did not leave a comment.

CHRISTIANS H. 
Rating:
1.0

Don't send the truck on the road with a smooth rear tire and the wires showing...they changed our pick up point and never notified us...could NOT talk to anyone at 1800 go uhaul..absolutely HORRIBLE EXPERIENCE...put in a complaint...still haven't heard from anyone...I KNOW UHAUL IS SO BUSY?????

EDWARDLEE B. 
Rating:
2.0

They did not have any moving pads to fulfill my order of 30 of them. The lady admitted that they didn't even look at my order prior to my arrival and that was their standard practice. Additionally, the lady was rude about the whole situation and didn't seem to care about what I ordered online - she basically said what I did online didn't matter as if they were not accountable to that order. Not a good representation for the U-Haul brand and the opposite of my experiences at a number of other U-Haul locations.

Vincent L. 
Rating:
5.0

Customer did not leave a comment.

Tomasz S. 
Rating:
5.0

Customer did not leave a comment.

COLLEENM N. 
Rating:
3.0

I was not happy with the knowledge of the customer service staff at location and at 1-800-Go-Uhaul. I explained my situation to the representative at location and they said I needed to call 1-800Go-Uhaul. When I did she said she would notate my file and I could call in and they would take care of it.. But they had no Redford of me called and wouldn't do anything. I have always used U-Haul for my moving needs. I am highly disappointed. Cliff Bottorff

Clifford B. 
Rating:
3.0

There were rusty nails in the cupholder of the Uhaul when I picked it up (after hours via remote pick-up). A more thorough cleaning would have been great.

Amy F. 
Rating:
5.0

Hartley's is top notch in my book.. they are all so helpful and have the answers to almost any questions you may have. Thank you again for the excellent customer service and attention to detail.

SHAWNEDWARD H. 
Rating:
4.0

Customer did not leave a comment.

Kyle H. 
Rating:
4.0

The only issue was the lack of a barcode at the key drop box so I can check the trailer/truck in when I'm done. I called their service department and left a message. They promptly check it in so I would not get overcharged. Thanks Hartley's!!!!

Stephen D. 
Rating:
5.0

Customer did not leave a comment.

RICHARDKEVIN J. 
Rating:
1.0

Harvey's in Cortland, NY or, was it U-Haul in general, did not honor my reservation. U-Haul Regional gave me a $50 credit for which I am grateful, but that was not all. After making a reservation over the phone with U-Haul Region of Syracuse for 8:00 AM, the night before my reserved rental date, I received an email that the truck would not be available. When I called Harvey's, they said the Truck had been rented at 10:00 pm the prior evening for 24 hours and would not be available until 10:00 am on 6/11/21 when my reservation was for 8:00 am and made three weeks in advance. How U-Haul (whether local or regional, neither of which took responsibility and blaming the other) could make a reservation overriding an existing reservation is inconceivable to me if they only have the one pickup truck to rent. Then after getting a 12:00 noon pickup rescheduled and renting the truck for a full 24 hours to be returned on 6/12/21 at noon, I received an email at 5:30 pm on 6/11/21 saying that my truck was due back in at 8:00pm the same evening, even though it was rented through the next morning. When I called Harvey's they claimed no responsibility, and indicated that my rental was good for the full 24 hours and due in on noon, 6/12/21. After hanging up, suddenly I got an additional charge on my AMEX card. When I called back, they claimed no knowledge of that charge. What is going on with U-Haul. This is absolutely wrong and troubling. Upon return of the truck on 6/12/21 and asking the attendant at Harvey's about this, they claimed it was all U-Haul double booking the use of the truck, and U-Haul adding charges after only 8 hours of intended usage on a 24 hour rental contract. What? Give me a break! This is unacceptable! I have rented for some 15 years, twice a year, and never had this kind of service, or lack thereof. It is disgusting!

William K. 
Rating:
5.0

The staff was very knowledgeable and awesome. I will definitely recommend this location and I will return as well. Thank You

SHAWNEDWARD H. 
Rating:
3.0

No bar code at location Van was clean but did have a vibration in the front end

john M. 
Rating:
5.0

Customer did not leave a comment.

Randy F. 
Rating:
5.0

Customer did not leave a comment.

Stephen D. 
Rating:
5.0

Customer did not leave a comment.

Jay H. 
Rating:
5.0

These guys are super friendly and helpful!

Ariana E. 
Rating:
5.0

Customer did not leave a comment.

EDWARDJOSEPH R. 
Rating:
5.0

Customer did not leave a comment.

Monica G. 
Rating:
3.0

Customer did not leave a comment.

dAN S. 
Rating:
5.0

Customer did not leave a comment.

Benjamin C. 
Rating:
5.0

The folks at Hartley U-Haul could not have been nicer or more helpful. Moving is not a fun experience generally and they made their part of our day easy and pleasant. They were very helpful, we found additional items there that we needed, and the vehicle was clean and well maintained. Would rent from them again happily!

Sandra R. 
Rating:
3.0

I just dropped off my equipment. Everything went smooth

Alissa K. 
Rating:
5.0

Customer did not leave a comment.

Ian D. 
Rating:
5.0

I think the truck needed mechanical attention, but the over all experience was great, and the location and staff are great

William H. 
Rating:
5.0

Best Customer Service, very friendly staff.

ELIAS C. 
Rating:
3.0

Customer did not leave a comment.

NORMAN JR L. 
Rating:
5.0

Customer did not leave a comment.

gerald A. 
Rating:
5.0

Customer did not leave a comment.

APRILMARIE W. 
Rating:
5.0

The whole process was very easy and the workers were friendly and nice to work with.

Tracy C. 
Rating:
5.0

The service was amazing at this location. However, the website let me book in one location way closer to my house only to receive a call after I got the reservation that the trailer is actually located much much farther away. This was a huge inconvenience both for pickup and return and defeats the low price with gas cost. The website says trailers are available in locations that they are not. Please fix this.

Rachel G. 
Rating:
2.0

They let someone else use the motorcycle trailer even tho rented it out. The trailer we got had no working left signal or break light. It was lit up tho however. The license plate light was also hanging. On top of that it caused a lot of unnecessary stress loading and uploading and not to mention it just being in a regular trailer and having my item bounce around not in a wheel notch.

kEN E. 
Rating:
5.0

Customer did not leave a comment.

Paul P. 
Rating:
5.0

Customer did not leave a comment.

MICHAELW F. 
Rating:
5.0

Have the rental ready to roll when at pick up site after on line sign up is complete.

Mark F. 
Rating:
4.0

Customer did not leave a comment.

SHELBYARLENE M. 
Rating:
1.0

Make sure the vehicle has insurance on before you rent it out to a customer so we don't get pulled over by the police. that's what happened to me

WALTER C V. 
Rating:
5.0

Customer did not leave a comment.

SUSAN M. 
Rating:
5.0

Customer did not leave a comment.

SIERRAG S. 
Rating:
5.0

Customer did not leave a comment.

MICHAEL M. 
Rating:
5.0

Very responsive and polite staff. Check in guy very polite.

Paul P. 
Rating:
5.0

Customer did not leave a comment.

Makayla S. 
Rating:
5.0

Excellent service. The young ladies at the desk are extremely cordial and professional! I rent here often and their helpfulness is why I choose Hartley's over several local options.

Edward G. 
Rating:
3.0

Customer did not leave a comment.

Destin S. 
Rating:
3.0

#1 I had to walk across a busy road to get to the truck. Wrong wrong wrong. #2 The truck was stuck in the snow and I could not get out. Wasted a half an hour of my time and had to be pulled out. Wrong wrong wrong What has happened to U-Haul's customer service.

AMYL C. 
Rating:
5.0

None

ANDREWS D. 
Rating:
5.0

Customer did not leave a comment.

Megan L. 
Rating:
5.0

Customer did not leave a comment.

BILLY J SR P. 
Rating:
3.0

When I reserved a truck I reserved a 15 foot truck but because there was not one brought to the location I had to settle for a 10 foot truck and there were a couple 15 foot trucks there and it made my move inconvenient. I also found out at 7:00 on the morning of the move so I had to adjust my plans on the fly because of U-Haul's mistake.

Keith M. 
Rating:
1.0

1. Truck was not available in Ithaca so we had to drive to Cortland on Sunday morning. 2. No one was at the Cortland location and I was not told that I had to use the UHaul website to get the keys to the truck. 3. Once we finally got the truck, there were no blankets and no dolly. 4. We had to drive to a different location to get the blankets and dolly. 5. The truck doesn't always start - there seems to be a problem with the interlock between the shifter and the key. I often had to try for several minutes to start the truck by moving the shift lever out of park and back into park.

Stewart M. 
Rating:
5.0

I wish a manual came with the truck but otherwise, everything was great. Thanks.

Holly S. 
Rating:
5.0

friendly folks, good and reasonably fast service.

Parviz A. 
Rating:
1.0

What should have been $138 turned into $206. I was charged for 2 days worth of rental fees and insurance on the truck when we only had the truck for 3 hours. Was also charged $27 for a cleaning fee. The girl that answered the phone at Hartleys was not helpful and told us the truck was dirty when we dropped it back off. Told us to call uHaul cause they couldn't issue a refund anyway. So I called uHaul and they said a photo was sent of a dirty cup holder (the reason for the $27 cleaning fee) that was dirty when we picked up the truck to begin with. Luckily uHaul saw through the bull and issued us a refund. Get your uHaul from somewhere else.

Jacob P. 
Rating:
5.0

Customer did not leave a comment.

CRISTHIANMIGUEL A. 
Rating:
5.0

Customer did not leave a comment.

JOHNW R. 
Rating:
2.0

Two people wearing a mask... myself and another customer... two girls behind the counter one helping me and one that hung up on a customer instead of helping them with the issue they were having online...

BRIANH C. 
Rating:
4.0

Customer did not leave a comment.

George O. 
Rating:
5.0

Excellent experience. We were in a hurry and the staff was quick, helpful and efficient.

REBECCA W. 
Rating:
5.0

Customer did not leave a comment.

Reid F. 
Rating:
1.0

1. No one wore masks. 2. They did not have the amount of furniture pads we requested 3. We had to go back and get the furniture pads they DID have because they did not leave them in the truck and did not give them to us before we left. 4. Truck was across the road AND had heavy trailers in front of it we had to move on our OWN. 5. Despite all of this, they had the guts to charge us the $25 cleaning fee...no other location has every charged us. Fuel was on 3/4, they claim it was less and charged us.

Zachary B. 
Rating:
3.0

Customer did not leave a comment.

Alan B. 
Rating:
5.0

Customer did not leave a comment.

Isis A. 
Rating:
5.0

Customer did not leave a comment.

Amber C. 
Rating:
3.0

Make sure that the light in the back of the truck works. Make sure that what a customer has ordered is available when truck is picked up.

BRIANMICHAEL C. 
Rating:
4.0

Customer did not leave a comment.

KIMBERLYBONNIE B. 
Rating:
1.0

Customer did not leave a comment.

Kayla M. 
Rating:
3.0

Support us military family I was disappointed that we as military wasn't given a military discount so as your customer service told me we don't give discount so I won't be using u-haul again and I will let my military brothers know that your company doesn't support us Eddie Fields First Class Petty Officer USN

EDDIERAY F. 
Rating:
1.0

They didn't have the truck I️ reserved, so they told me they would give me another one at the same price but it ended up being more than $100 dollars more. She also told me I️ had 24 hours on the rental but when I️ brought It back, U-Haul charged me for two days. I️ checked The box that states that I️ didnt Agree but nobody has contacted me. Overall very unsatisfied with U-Haul.

Jamie M. 
Rating:
2.0

The rental was not ready for a 24/7 pickup as promised at time of booking. Truck ramp was very difficult to pull out and to put back in. After filling the gas to the same level as it was at at time of rental, I was billed for fuel that was not needed as it was filled to the level it was at time of pickup.

MARTINJ L. 
Rating:
5.0

Nothing. It was an easy pick up and return.😉

MICHAEL K. 
Rating:
1.0

Was 3 hour late geting it

Frank H. 
Rating:
4.0

I made reservation for pickup Ithaca NY. Day before got a call saying pickup location was changed to Cortland NY. 1hour plus round trip. Had to change appointments around drive time. Was not happy since I received a confirmation that pickup location was confirmed for Ithaca. Trailer also had broken corner where was dented on left front. Could see daylight through. Had to duct tape up to keep water out.

Randy P. 
Rating:
3.0

I was told my invoices cecwoukd be emailed.bi still haven't received an invoice and it's $100 more than contracted.

JOHNVINCENT R. 
Rating:
5.0

The people were great. Truck was well taken care of.

RANDI D. 
Rating:
4.0

Customer did not leave a comment.

mark B. 
Rating:
5.0

Customer did not leave a comment.

JOHNW T. 
Rating:
4.0

Customer did not leave a comment.

Karen K. 
Rating:
1.0

Truck was dirty when I got into it, truck wasn't even on the lot when I got there to pick it up, the mileage on the truck was wrong on my paperwork then what it said in the truck, when I left with the truck there was 5/8 of gas in it, when I dropped it off there was 3/4 of gas in it and the truck was cleaned inside and out so the truck was cleaner when I was done using it than it was when I picked it up.... I will never rent a Uhaul truck from there ever again and I don't think I will ever rent a Uhaul truck period

JOSETTELYNN B. 
No reviews have been submitted for this location.

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