Customer Reviews for U-Haul Moving & Storage of Lancaster

Rating:

5.0

The upload (of pictures) on the app was extremely glitchy and not smooth. The order of operations to reconnoiter the vehicle was kind of silly - walking back and forth to retrieve the key after going out to identify the car - could be more efficient. Overall, however, I was very satisfied.

Rating:

5.0

Super helpful in Lancaster

Rating:

5.0

The truck had not been swept out well. There was sand in the back that needed to be swept behind the passenger seat and in the door area.

Rating:

4.0

Let me start by saying they require that you check your truck out by a mobile application, which sucks. I had already checked in, submitted my license, and done everything necessary and when I got to the location it required I do it all again. And then wouldn’t accept my information and I fooled around with it for 30 minutes trying to have the application approved my pick up, but it never did and would not and I therefore had to go inside to talk to a very confident woman who walked me through the checkout process. Without her, it probably would’ve cost me an hour of time. I also found out that they pulled the old switcheroo and changed my drop off location from 3 miles away to 15 miles away, which took me an hour to get to because it was all windy back roads and I could only go 20 miles an hour. So the whole thing cost me an hour and a half, and they pulled the switcheroo on my drop off location which I didn’t find out about until the day before my vehicle equipment check out. This is all bullshit and is almost like a bait and switch process and I despised it. I will likely never rent from U-Haul again for these very reasons and I would suggest no one else rents from them because doing this bait and switch and then having all the trouble with the app and having to waste an hour and a half of my time to check my truck into a location, much further away was inconvenient, unprofessional and lost me as a customer. Goodbye U-Haul, I’m sure a whole bunch of other people feel the same way I do.

Rating:

5.0

Outstanding service with excellent equipment.

Rating:

1.0

The guy was there very bad

Rating:

5.0

Nothing. Service was beyond excellent. Employees went above and beyond expectations. Will definately use this location in the future!

Rating:

5.0

This location is new. The owner is an exceptional human being. As well, I'd like to recognize my experience on Monday morning at 7AM, November 10, 2025..Right out of the gate, as soon as they opened, the attendant was warm, patient, kind and thorough. However, on Thursday, November 14, 2025, upon return of the equipment, the attendant, who barked she was the manager right off the bat at 7AM didn't fit in with the rest of the crew. Her behavior was uncalled for, her demeanor was less than customer service like. An error was made by Uhaul, on the outgoing gas level. I mentioned I had a picture and I'd email it when I got home. I returned the van with the 3/4 tank I was given. She ultimately credited it, yet her words and mannerisms aren't that of management. I mentioned on my way out, I may be looking for a part time job. She dismissed me without consideration, as I believe because I held her to a higher standard of communication, she didn't like it. As long as you deal with the owner, and the attendant with the black curly hair this location is golden.

Rating:

5.0

very helpful and friendly customer service

Rating:

5.0

Generally speaking, everything worked out great,. The only point of confusion was about where the truck would be located. The app said where it would be, and it was in another spot. It was prepared properly, though.

Rating:

5.0

Maybe make the online check in a little less pushy for add ons. I believe I was asked a total of 3 times if i wanted this or that. It became redundant and frustrating.

Rating:

5.0

Awesome friendly service! Will definitely rent here again compared to other local locations. Thanks!

Rating:

2.0

I got a call to change my location of pick-up even though I had reserved a truck over a month ago. I picked up while open but still had to do the app sign out. The mirrors on the on the truck are not adjustable so I couldn't use the passenger one at all. When I went to the lot to pick it up, it was parked directly between 2 other truck mirrors to mirror so taking pictures before moving it was useless for the sides. Drop off was great. The guy at the counter who helped me and was also there at the drop off and was super nice.

Rating:

5.0

Very greasy. Black hands EVERY time I opened trailer.

Rating:

5.0

We dropped off after hours but there was an employee there and I needed to ask a question and he was very friendly and helpful. Ease of return after hours was amazing! Thank you for always helping us have a positive moving experience.

Rating:

5.0

Staff were very friendly and helpful.

Rating:

5.0

Need to fix the reservation software so it does not take the sales person 45 minutes to copy over and manually enter my order

Rating:

2.0

The check-in process was very difficult to complete and the directions were not clear. I spend over 45 minutes navigating the site and speaking with a remote representative to pick up the truck. Jermaine was very helpful and stepped in to help us with drop off.

Rating:

5.0

I am very satisfied with the service delivered. Both of the staff members I worked with were very courteous and professional in our interactions.

Rating:

1.0

Our 6 boxes were accidentally canceled to the destination. We were not informed of this. I called to see where our stuff was on the day it was supposed to be delivered and was told about the cancellation. What a sh%# show.

Rating:

5.0

Everything was great!!

Rating:

2.0

My reservation was switched to a mobile pickup. This turned into a lot more unexpected work on my part. I prefer working with people not entering data, l and photographs onto an app. Please consider using people not an app for customer service.

Rating:

5.0

The uhaul app is a little ambiguous when locating my truck and keys. This was my first time using this, however, so learning curve was in effect. Overall great idea!

Rating:

5.0

Maybe a little more concern about the trailer leak. The people we spoke to seemed to feel that the trailer we brought down was someone else's issue.

Rating:

5.0

Should mention to customer that there are used vehicles/equipment on sale on your site.

Rating:

3.0

I realize that check-in is digital, but me and the other customer there at the time felt like the employee wanted nothing to do with us. Felt like being tossed in the deep end.

Rating:

4.0

One of the few RV storage facilities with overhead cover and electrical hook-ups to keep batteries charged. Easy to book my spot and equally as easy to move out after I sold my travel trailer. Decent price for what you get when compared with the few similar storage facilities in the area.

Rating:

2.0

Not a thing!!!

Rating:

5.0

The process was so easy. I went in person to make the reservation. My son moved and this was a last minute reservation. Everyone was professional and friendly. I would highly recommend this location.

Rating:

5.0

large, clean facility. Staff was very helpful. Conveniently located to us.

Rating:

5.0

Easy and convenient very helpful

Rating:

5.0

Friendly staff

Rating:

4.0

Have a real programmer make your app!! It didn't work when I picked the truck up - so I had to have someone at the counter do it. Even if it had worked I would not have had the pads I ask for!! When I dropped the truck off nothing worked! And it was not just me two other people had same problems!! So I locked it up and left

Rating:

4.0

Why am I checking myself in while I’m at the location? You pay someone to stand there and watch me do their job. I’m done with U-Haul and will be seeking out a competitor for my needs.

Rating:

2.0

Went the wrong way trying to find the right truck. Would have been helpful if he mentioned it’s to the right or left. Paid for a dozen mattress pads, didn’t have any in them. When I asked he said pull up I’ll bring them out, got tired of waiting went in and was no where to be seen. Had less than a quarter tank of gas which I did get a credit. When I filled it I put to much in ended up returning it with more than half a tank. Would have been awesome if I would have gotten reimbursed for returning it with a lot more gas than it came with. Overall probably one of the worst experiences this time with U-Haul. The truck was there but definitely not ready with no furniture pads and no gas (even though there’s a gas station across the street would have been nice to atleast have half a tank).

Rating:

5.0

I liked everything. Actually it was quite a quest to rent my track for the first time from the app but in the future I will use it easily! Good improvement I think.

Rating:

5.0

Great Professional Service.

Rating:

5.0

great truck and storage area

Rating:

5.0

I closed my storage account just yesterday and one of your associates was so helpful when realized I only had a limited amount of time left before my account auto renewed so with his knowledge I was able to get the job done. I will be using U-Haul for all my future hauling and storage needs.

Rating:

5.0

Everything was perfect

Rating:

5.0

As soon as I opened the door the smell of cigarette smoke was overwhelming. I'm an ex smoker but my nephew who was w/me is a smoker & he was surprised by it. It could be solved very quickly & as way by just spraying the cab w/the original FEBREZE.

Rating:

5.0

The attendants were excellent, great customer service. Facility was great and easy

Rating:

1.0

I chose the option to check-in with an actual person on the site. When my husband and I arrived we found a very unpleasant associate in the office who said that it was not an option and we needed to figure out how to check-in and get our truck ourselves. She was very unhelpful which added to an already overwhelming task of dealing with simply picking up our truck to move. What happened to real associates being present and helpful to get it going smoothly? This was the most chaotic experience I've ever had. Bring back real life associates or pay us for having to check-in and check-out. Ridiculous.

Rating:

5.0

Employee was attentive and listened to my minor issues.

Rating:

5.0

Very good service

Rating:

1.0

The service was very slow and we had to reenter all the information we just entered on the website. The trailer light was not working on the passenger side. The manager did not know how to install a new light. My husband had to do it.

Rating:

5.0

Friendly and prompt service. Clean and well maintained equiptment.

Rating:

5.0

The staff was very nice and helpful 👍

Rating:

4.0

I only was missing the furniture dolly and I called customer service and told them and still we got charged for it. My only thing was that!

Rating:

5.0

Friendly, efficient staff makes a big difference

Rating:

2.0

Consistent problems with the gate, made it very difficult for me to access my belongings, particularly on weekends when the manager was not there. I made several attempts to get in and to no avail.

Rating:

3.0

The employees need to be more involved with the customers. My experience I was having issues with the app and asked for help. It seemed like I was bothering the employees. They kept telling me to use the app to get my truck rental and I told them I was having issues checking in. They did help reluctantly. I didn't like the fact that the employees didn't seem very friendly and helpful. It's like I was bothering them to pick up my truck rental and the same thing happened when I was returning my truck rental. And at each time I had to go find an employee for assistance. I would of given a very high score because the location was perfect and the equipment was clean, but the customer service was poor.

Rating:

2.0

When we first arrived to pick up the trailer, the lady was very rude and didnt check over anything to make sure it all worked, any previous damage to the trailer, ect. In returning the trailer my husband was told he could not return it early( it was booked until Wednesday, we returned on Tuesday before 6pm) and that a refund was for the extra day wasnt "what they did"..... unfortunately we had to ask for the manager.... the owner came out and was nicer and gave us the refund with no issues. I hope this employee or employees were made an example out of. I normally go to the one on state st. East petersburg, their service has ALWAYS been kind, Courteous, and always check to make sure things are safe, but unfortunately they didnt not have the trailer we needed for the time we needed. In Hope's of this review I hope the owner can find some kind employees that aren't rude.

Rating:

4.0

I dropped the truck off Sunday the 31st at Cozy Cove but no one there and I was charged for an extra day. Not happy about that

Rating:

5.0

All good

Rating:

5.0

Good

Rating:

1.0

What a poor management for a beautiful facility. Fire the people who work there on Saturday, August 30.

Rating:

5.0

The Lady there the Blonde one was very helpful getting me what I needed I think people helping people instead of all the automation with the iPhones is a better way of going about renting these trucks regards, Richard Blanchard

Rating:

3.0

The gas was at HALF when I entered vehicle, not above as stated. The sales rep didn't go over the vehicle with us at all. N usually they do a walk around like at a car rental. The app is very difficult to use. Ty

Rating:

5.0

Excellent people work in that location

Rating:

4.0

The girl that check me in and the equipment did a good job but appeared to be by herself and could have used some help.

Rating:

5.0

Easy move in. Very pleasant, helpful staff.

Rating:

5.0

Awesome

Rating:

5.0

Thanks To The Crew at 1985 State Road👍🏽 Very Satisfied of the U-Haul service thank you

Rating:

5.0

Everyone makes mistakes. A little confusion on bill and unit but seems to have been corrected. Folks were doing the best as a surge of loll customer signed

Rating:

2.0

First off the u-haul app is terrible. It tool well over 20 minutes to get the app to work properly, wouldn't accept drivers license initially, unwarranted confirmation time once ti finally accepted and the customer service was non-existence. Unhelpful when app did not work, seemed bothered to actually do a little work. No way to manually override the app to complete the rental..had we not arrived 30 minutes early, we would have been late for the scheduled furniture pick up.

Rating:

4.0

As a senior citizen i thought I was done moving stuff but my daughter needed my help again. I went to the new facility on State rd, and was impressed with the location. i needed help loading the app and the staff was helpful me so the checkin and checkout was easy.

Rating:

5.0

I found everything very acceptable.

Rating:

2.0

They did not properly show me how to access my storage unit, and when I opened it up the alarm went off .

Rating:

1.0

Rented an rv unit that supposedly had 20 amp power. Choose this location so I could keep an AC unit running. After relocating here and plugging in, I had no power. It was then that I noticed a sticker on the electric box that said the power was timed and only available for a battery tender. So I went to office and asked the front desk guy about this and it was news to him. Was never communicated in their pricing sheet or verbally. Manager wasn’t onsite so I sent her a email - no response. Front desk guy got snarky with me because I was upset and he thought I was “bullying” him. No apology, no recognition of the issue or inconvenience this caused me. Terrible communication and experience. I’m stuck looking for new location to store my RV.

Rating:

5.0

Good👍👍👍

Rating:

4.0

I used the mobile pickup option, and the only part that I did not like or I found confusing was … the prompts asked me to go out to find my truck by using row letters. I found the truck easily, it was a good walk as my truck was the first in line. The next prompt asked me to scan the mailbox to get my key. The mailbox was attached to the building and I had to walk all the way back to get the key. Switch the two prompts so you get your key while you are at the building when you arrive. Other than that everything else was very easy.

Rating:

1.0

A knowledgeable and horrible

Rating:

5.0

Jermaine C was awesome! Knowledgeable, helpful, and friendly! Great customer service, I will recommend renting a truck or storage from this location to friends based on my experience. Thank you.

Rating:

5.0

The guy who was checking the uhaul was not friendly he was also the same person who answered the phone when I had questions prior to arriving. The gentleman who checked me out, noticed that he wasn’t being helpful to me, so he told me to come down to his station, and he was very professional and helpful and gave me a good understanding of my new Storage

Rating:

1.0

Rented an rv unit that supposedly had 20 amp power. Choose this location so I could keep refrigerator and heat running. After relocating here and plugging in, we had no power so went to office and was informed that power was on a timer and would only run 2 hrs per day. Was never communicated before and when I told the manager that her answer was I should have known that. Terrible communication. Don’t advertise electricity if you really don’t provide it! Now I’m stuck looking for new location to store our rv.

Rating:

4.0

The gate to the parking lot is broken and I'm concerned. The main reason we chose uhaul to store our RV was because of the security. Now we have our RV park in an insecure lot.

Rating:

2.0

First I kept getting messages about needing to pay my account/late fees- I kept checking the app where my balance was zero and when I finally called the facility they said they didn’t know why I was getting those. When I arrived to move in, there was a tractor trailer blocking the main entrance and all but 1 of the drive in spots, which fortunately the person in that spot was almost done. So it turned out okay for me but I’m not impressed that the facility would allow blocking all other customers from easy access in order to accommodate a moving company. There were rat/fly traps left in my unit, so now I’m worried about my belongings.

Rating:

5.0

Tawnia was very helpful during in assisting with the unit selection, how the scan in/out process works and getting familiar with the facility.

Rating:

5.0

This is a great example of the perfect storage unit rental. Great location and easy to access.

Rating:

5.0

It is nice

Rating:

5.0

I had a van rental & unit rental. It took about 45 mins to check-in for both. Just be prepared. After first time, should be very easy to access.

Rating:

5.0

Ashton was amazing! She is very knowledgeable and helpful!

Rating:

5.0

One of the few efficient and reliable companies out there - thank-yoo

Rating:

2.0

I ordered a 5x5x12 storage unit which any ordinary person would think is 12' deep, not 12' tall like a silo. I had to switch immediately. The person who helped me meant well but was new and not trained at all. He caused me to lose almost an hour of my time. This location needs to train its new employees better.

Rating:

5.0

Denise and everyone were helpful and patient and professional. I appreciated all they did to make the move in smooth and easy.