Do not cancel someone’s reservation because you can want to leave 2 hours early. Ask if they want the protection plan or the fuel plan before they are getting charged double the amount they payed online for it because the retailer canceled it. Give the customer a printout of the total when they ask question why it’s double the price. Not say “ oh we just charge extra”
KAYLANA M
Customer Reviews for Horseheads Rental Center LLC
(U-Haul Neighborhood Dealer)
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.
Such a nice, quick experience. The owner was so considerate and kind.
CHELSEA SFrank is always very polite, professional, honest and fair. If he is unable to accommodate a service that day, he will call around and make sure the needs of the customer are met. I will return to Old Ithaca Rd for rentals in the future!
joseph sFront of UhAul was dirty and the radio didn’t work well kept shutting off
carmen fExcellent pickup location employee was very helpful and knowledgeable.
JOHNATHAN ROffer 1/2 day rental
Daniel SOffer 1/2 day rental pricing
Daniel SVery good customer service. Quick check out, very friendly
Timothy cWhen I first requested a trailer, I was given a different location. Friday Morning at 8:48, I got a call from the location confirming my pick-up time - Painted Post. At 8:45, I got a confirmation text from that location - Painted Post. Then at 9:14 I got a second confirmation text for the second location - Horseheads. The plan was to return the trailer to the Horseheads location, so I thought it was confirming that. As that was a busy morning, I did not notice that the location of the pick-up had changed. This being a vacation day for me, I did not see the email that was sent saying that there was an update to my order. This was for the Horseheads location and a bigger trailer. Long story short, I went to Painted Post to get my trailer and the attendant did not have my trailer. This is when I learned that there was an upgrade to the other location. So, I had to drive back to Horseheads to get my trailer, so overall I spent more time and gas to go back and forth for my trailer. And with the upgrade came a higher trailer that is less fuel efficient. So, with the upgrade in trailer size and the change in location, I likely had an additional $20 worth of fuel for this upgrade that was not communicated very well. I got a call from Painted Post, so that is where I went. Then things got changes and did not receive a phone call of the change. The trailer was fine other than the height. I liked the loading ramp as well. Thanks! Karl
Karl ZNo improvements needed
Daniel SFranks was helpful and the location was very convenient.
GEOFFREY MNothing. The service was top notch
Daniel SVery friendly and personable owner!
James HI have rented numerous times from Frank. Always excellent customer service.
Robert BThe tow dolly had frayed metal in the security cable connectors, resulting in punctures to my skin. The only reason I gave average was that the customer service person was friendly and helpful.
Queenester TThe truck was clean, had a half tank of fuel, and the guys always do their best to help us out. the trucks air conditioning didn't work, the truck felt like it had a bad tire we stopped a couple times to check because whether it was loaded or empty it shook very bad. we used it for 500 miles, and it was so uncomfortable. i apologize for the negative comments but without giving the feedback you wouldn't know to look at it. any questions call the number on file.
ken wVery very helpful and friendly. Did a thorough job hooking up the trailer and checking lights.
DOUGLAS RVery good to work with Frank.
Edward SFrank did an amazing job! Haven’t received customer service like this in a long while 5 star!! Rental was clean and ready to go. Thank you Frank.
Richard SEasy-peesy return. Quick drop off.
Jerry ZFrank was very professional and the equipment was newer and well taken care of. He was prompt and professional while picking up and dropping off. Thank you!
MARCUS PSuoer friendly and very courteous. Easy in and out with large parking area to take and return equipment from.
John ZI always rent from this location. Exceptional service always!
Michael MThe location itself was convenient, and I opted to get my truck contactless via the app. The store was closed when I got there, which wasn’t an issue. The truck I had should have been serviced because I had an issue with the wipers. They would turn off but not go down with the hand controls. I had to switch them off with the hand control and then physically get out of the truck and push them down. There was a note on my key that stated “ key is sticky wiggle to start”. I didn’t like the idea of a sticky ignition but I had no other option. I opted for 3 dolly’s in total and while checking out my truck, the app had prompted the dollys should be in the cargo area. Upon inspection of the truck the dollys were not there but I somehow still got charged for them. I have an ongoing dispute with U-Haul corporate for the charges. The truck had less than a quarter tank of gas, and when I returned the truck but had a quarter tank of not a touch more worth of gas. I was not credited for over fueling the vehicle. Though I cannot confirm if crediting back for over fueling is possible. The latch on the truck was also a pain to get open but after a few attempts I got the hang of it. The latch was a bit rusty and could use some lubricant. Overall the experience was okay, but I wouldn’t necessarily say U-Haul would be my first choice. For the last minute reservations I had I was just thankful to have a truck to begin with.
Colton ENothing. Keep doing what you are doing.
Ken SEasier to go in store rather than try mobile app.
Sharon NMy experience was Exemplary!! It was a last minute need for me and they were so accommodating.. not only that but they were so helpful and friendly from pick up to return.. I will Always choose Uhaul on Old Ithaca Rd !!
susan FExcellent customer service. Helpful and removed all the stress. Thank you
Glen LEverything was fine. Ready when I picked trailer up very friendly and knowledgeable.
Thomas DThe U-haul app needs improvement. It kept kicking me out and making me restart the truck checkout process. It reset once enough that I never entered the milage or gas tank level but said I had it rented. I had to call customer service to get them to send me a link and do it there. The same thing happened when I was trying to check in. The app kept loading a grey screen and wouldn't let me proceed with check in.
Justin FCheck tire condition, air pressure oil levels before giving a customer a vehicle for out of state travel.
Daniel LI got charged way more than I was supposed to. I declined all insurance. When I addressed it they said that it would be corrected when I dropped the truck off and that he had a new regional manager that he has tried to call but was unable to get a hold of. I find this is fraud. I declined something, got a price, and was charged way more. When dropping the truck off the manager told me that he would not be responsible for refunding me the mistake.
Misti SService was excellent, road construction was going on which made it more difficult to enter and exit the business.
Daniel LExcellent customer service
Karen WThis guy was absolutely excellent. However, the elmira heights location on the miracle mile is a joke and all of those ppl over there should have reviews done. They are rude, crude, and unhelpful.
Thomas SMaybe provide a jack with the 6x12 trailers so they are easier to remove.
Steve BFrank always has the equipment I reserved, it is always ready when I get there, and he ensures everything is safely connected, I understand my responsibilities, and gets me on my way in a timely manner. You couldn't ask for more.
Robert BWonderful, friendly, and helpful people! Love going there!
Darlene WI wasn't able to use my cellphone to properly turn in the rental vehicle likely due to weak cell phone reception...
Robert KThe web site was not working well, so it took over a half hour to try to register and I ended up going inside anyway. It made me late for my movers.
Darlene WGreat service very helpful
Michael TFrank goes above and beyond expectations to ensure you get what you need.
ROBERTDEAN BThe gentleman I worked with was fantastic. Very friendly and helpful. I got to the store about 30 minutes after my pick up time so he helped me get checked in and what not.
Teri LInstructions on how to connect trailer if there is no one there to do it! Took us a while to figure it out and it was sleeting:(
JACOB AYour prices are too high!!!
BRYANCHARLES BTruck availability. I couldn’t get the truck I needed then the truck I got didn’t come with a ramp. The lady on the phone was pushy with her insurances. Accept no as an answer and move on please. I’d rather you tell me hey the truck your getting doesn’t have a ramp.
Andrew KJust want to thank Frank for helping my out on my my needed moving trailer....he went above and beyond to help me find the right size I needed.....Thanks
MICHAELJOSEPH J