Customer Reviews for U-Haul Moving & Storage of Lancaster

Rating:

5.0

Everything was fine. Keep up the good work.

Rating:

3.0

Well I selected check in with the agent at the service desk, and when I got there he insisted I do it digitally on my phone. There were atleast three people behind the counter, two of which were shopping on the internet. I was rather annoyed. Although the man "could help" he said against company policy. I said why is there even the option to do online check in or service desk with an agent. He did not have a good answer. He did only the tasks, that I was stuck on. He did not even show us where the truck was, "down there some where". We had to wonder around and find it. I was so annoyed. I expected better. Then we stopped for gas, and darn battery was dead. We had to have it jumped each time we stopped. We will rent from Penske next time. This was not a good experience.

Rating:

5.0

Instruction on Tow/Haul light.

Rating:

5.0

Great facility, great staff. As someone that relocated from Philadelphia, the amount of space and layout of the facility is extraordinary!

Rating:

5.0

Easy peasy from beginning to end. Will definitely use the Landisville PA location again.

Rating:

3.0

The right side ramp didn't latch so when I tried to load the vehicle the ramp spun out and the real wheel got locked behind the trailer. Took an hour and a half using jacks, wood blocks, etc, to get things straightened out. The left ramp locked fine. If one works, they both should . Would have easily made it back by 4:30 if things would work correctly. As it was, I was a few minutes late which, it appears, I got charged extra for.

Rating:

5.0

I had called in the day before with a quick question and the guy who helped me went ahead and set up my appointment and gave me piece of mind for timeframe. The woman who actually installed my hitch was absolutely wonderful! She was really friendly, knowledgeable, and answered all of my questions. She even got done my install early.

Rating:

5.0

Good

Rating:

5.0

All good no issues.

Rating:

3.0

Not sure if it's location or all uhaul's, the app is awful for reservations. I used it a few times and was never able to complete. The service staff are very dismissive and help with an attitude that I should be grateful they are willing to help. Not rude, but not friendly. I find the prices high and service just adequate.

Rating:

5.0

This was my second time moving multiple u-boxes cross country. It has been a great experience and I highly recommend.

Rating:

5.0

No comments. Clean with easy pickup and drop off.

Rating:

5.0

I originally reserved my U-Haul at S'More Space Storage in Landisville, but when I arrived for pick-up at 8am there was a handwritten sign on the door stating that they would not be opening until 10:45am. No one bothered to contact me to alert me in advance. I went to U-Haul Moving & Storage of Lancaster and they were able to transfer my reservation to their facility, provide me with my desired equipment, and extend my reservation return time. Tawnia was my customer service representative at the facility and she was particularly kind and helpful.

Rating:

5.0

Quick and easy. Helpful staff.

Rating:

5.0

Bien todo

Rating:

3.0

I purposely selected that I wanted to check in on the counter with a person rather than doing it online. When I arrived I was informed that that location didn’t offer counter check in. I literally had to have an employee working with me to do the online check in because my phone wouldn’t permit the website to access location information, etc rather than them just using the system themselves to check me in. If I’d have known that this location only allowed online check in, I’d have done that in advance vs spending 15 minutes fighting with the system when I arrived.

Rating:

5.0

Very friendly and helpful staff. She hooked up the auto trailer with ease. Unfortunately, one of the four tires was mostly bald and had a lot of steel belts showing- never would pass a Pennsylvania in m auto inspection, but I guess that's why they don't register their vehicles in our state.

Rating:

5.0

Everyone I dealt with was kind, courteous and professional and the equipment was A1.

Rating:

5.0

I appreciate the team at u haul,they were very nice.I only have one complaint and that was I did not have any extra hooks to use under my car so I had to use my own because the chain was to short to rap around the frame of my car.

Rating:

5.0

nothing

Rating:

5.0

The employee that assisted us during the pick up and the drop off was absolutely the best thank you

Rating:

5.0

Great full service facility and excellent staff.

Rating:

5.0

Quick in-and-out service.

Rating:

5.0

Great service. Although email notifications can be confusing at times with conflicting information.

Rating:

5.0

We were totally pleased with the entire experience of using U-Haul for our recent move.

Rating:

5.0

I don't remember the name of the girl I talked to, she was really helpful with what I needed for the move I was making. Thank you again.

Rating:

3.0

I wouldn’t recommend U-Haul in general to a friend based on my overall experience. My reservation was mysteriously cancelled the evening we went to pick up the truck and customer service said the best they could do was pick up the following morning (when we were supposed to be moving) and a much bigger truck than we needed. When we went to pick up the truck, we were told that the customer service rep could have just had us pick up there the same night. Because the truck was so big and we were driving it in a city we were unable to love some things due to the truck not fitting down streets.

Rating:

4.0

Never explained that I would be getting an extra charge for returning trailer an hour late which I did not know was an hour late from the email from u-haul or the pick up location.

Rating:

5.0

I rent trailers from this location all the time and the customer service is always excellent, however there was an issue with the trailer I rented. Upon returning the trailer, the employee noticed that one of the tires was almost completely bald on one side of the tire. Fortunately I did not have any issues on my trip and the tire held up until I returned the trailer. If this tire would have blown, this could have been a huge problem for me with regards to safety. I never have had an issue before, but now I will be checking all the tires to ensure they are in proper operating order before I drive off the lot. I would expect the tires to be an item that gets checked at every uhaul location since I know that these trailers get picked up and dropped off at multiple locations all the time. I am a huge supporter of uhaul and recommend people to rent trailers from uhaul all the time. I know things get overlooked sometimes but this needs to be addressed so that this doesn't happen again to someone else because the next customer might not be as lucky as I was.

Rating:

5.0

Go U-Haul!

Rating:

1.0

I had a very pleasant experience with everyone I dealt with onsite, and I want to make it clear that my concerns are not with the staff or the customer service I received. My frustration is with U-Haul’s policy regarding storage unit locks. I find it difficult to understand why customers are required to purchase and use a specific U-Haul-approved lock, particularly when U-Haul also requires customers to obtain their own insurance and limits its liability for the contents of the unit. What is even more frustrating is that, despite there being an additional available location on the door for another lock, I am not permitted to use a second lock of my own choosing for additional security. From a customer’s perspective, these policies seem contradictory. U-Haul does not want to assume liability for the customer’s belongings, yet at the same time dictates both the type of lock that can be used and prevents customers from adding an additional layer of security at their own expense. I have no issue complying with reasonable security requirements, but preventing a customer from supplementing the required lock with an additional lock of their choosing seems unnecessary and unreasonable. This policy should be reconsidered

Rating:

5.0

Personnel were friendly and helpful. Location and equipment were clean and well maintained. I would definitely use and recommend this location.

Rating:

5.0

Great service provided by Wesley; he is not only extremely helpful, he knows the system. You are very fortunate to have his caliber on your staff!!

Rating:

3.0

Verify gas is where you think it is before customer drives off the lot it should not be my responsibility to prove you guys messed up. Also the air conditioning did not work. Not a big deal for small town driving but if I had a 2 hour drive I would have been upset.

Rating:

5.0

Staff was super helpful and polite. Made all of our needs feel like a non bother and minimal. Made every step super easy.

Rating:

5.0

Great customer service and helpful staff.

Rating:

5.0

It's all good. Very good service.

Rating:

1.0

I reserved the truck by phone. I got a call two days before my rental to confirm the pick up location. No one ever mentioned having to do everything on my phone the day I picked it up. The woman at the pick up location was not helpful at all and just kept telling me it was all online.

Rating:

1.0

Upon receiving my reservation confirmation (I reserved online), a follow up email was sent to me by U-Haul requiring me to download the app and use it. It stated I had to use the app to rent the truck and that interacting with a person was not an option provided. Upon arriving to pick up my rental truck instructions on the app did not make sense. I needed to go to the customer counter for assistance. I shared the conflict in instructions to the U-Haul employee and was told 'This is what happens when technology is used to replace employees. I should expect this type of service more and more. We only have two people at the counter.' Also, I had ordered 12 packing blankets which were not in the truck. The lot attendant directed me to pull to the service door containing the supplies. He further instructed that once I pull up he would open the back and throw them in so I can be on my way. Once I arrived at the destination I was moving from, I learned that he had loaded a hand truck (which I did not reserve or need) and had not loaded the moving blankets.

Rating:

5.0

Nothing I can think of. Good experience overall.

Rating:

5.0

Had an opportunity to work with several members of the staff, and everyone was great. Very helpful and patient with my many questions and requests.

Rating:

5.0

Incredible customer service! Dropped off the trailer in the middle of a down pour. Staff came out unhooked the trailer and took great care of us. I cant say enough how nice the man was.

Rating:

5.0

Your staff was wonderful!

Rating:

3.0

The pick up location was moved. I received a text message stating I'd receive an extra 25 miles. The extra mileage was not reflected at drop off and I was charged an additional fee for a mileage overage.

Rating:

5.0

Usually use U-Haul east Petersburg This location better, cleaner and staff more professional and efficient and friendlier

Rating:

5.0

thanks

Rating:

4.0

They made me stand in the rental office and use the app on my phone to complete the rental instead of completing it for me. As a 65 year old man who is technically challenged I found this procedure cumbersome. The dolly and blankets you attach to the interior of the truck are in the way all day long. Other than these two items everything went well and I thought it was a good value.

Rating:

5.0

All great

Rating:

1.0

This location was very confusing. There was a note on the door saying all pick ups are done via the mobile app. Despite me already pre-registering by sharing my drivers license, I still had to go through the process all over again. It was difficult to find the truck without asking someone for help. This process needs people to check you in and guide you. I am a tech savvy person and I even struggled with the process…it took me 45 minutes to pick up the truck when, in the past, has taken me 5 with a clerk’s assistance.

Rating:

5.0

I don't think there's anything you could do.Very well, run.Place very knowledgeable people

Rating:

4.0

Great , I was so impressed with the shop and all you have to offer Love the security You guys can get really busy out there !!

Rating:

5.0

Prompt, kind, and efficient service, with the least hassle I've ever had at a U-Haul location in 20 years of being a customer.

Rating:

5.0

This place was fast, clean and well staffed. Frankly unlike other locations local to me. Will return to this location if I need to rent a truck or trailer again.

Rating:

5.0

Easy, quick, super expensive if you’re traveling out of state. But the team, vehicles, atmosphere, location is 5stars. Price is what it is. No stress, hiccups or issues.

Rating:

3.0

Email sent me to the wrong pick up destination....luckily it was only a few miles away from the pick up destination....then the registration was using my wifes contact number even though I registered my cell phone as contact...only took agent a few minutes to fix....

Rating:

2.0

Staff here is horrible always had an attitude. My auto pay never worked properly.

Rating:

2.0

I would like to speak to management. My comfort email sent us to one address and when we got there, they said the email was incorrect and we had to spend money to get to a different location to pick up the U-Haul. The u-haul was NOT clean. It had food remnants and crusted dried liquid from random drinks in the cup holders. There were also used dental floss pics sitting around.

Rating:

5.0

Great service 5 star

Rating:

5.0

My first time using this location. It is now my go to rental location.(sorry East PetersburgL

Rating:

5.0

Staff was helpful and professional during both move in and move out. Thank you!

Rating:

5.0

Fice star excellent service

Rating:

5.0

The best experience I’ve had had with storage you guys were excellent and I would definitely recommend you guys to anyone

Rating:

2.0

RV storage says it has power but only has power 2 hours a day. That was not communicated until after renting the space. Thought I was paying for a space with power.

Rating:

5.0

Jermaine was very helpful, thanks so much!

Rating:

5.0

Great facility! Definitely recommend.

Rating:

5.0

Although my circumstances changed, the facility and staff were professional, courteous, and helpful.

Rating:

5.0

Excellent team, service & facility !

Rating:

5.0

I love this facility. Super nice

Rating:

5.0

My agent Chris did an excellent job with the rental process . Also the facility is amazingly clean and crisp

Rating:

5.0

Great staff very friendly and helpful i will be storing my rv there again next winter

Rating:

5.0

They professionalism is above and beyond, I'm very pleased with them,.

Rating:

5.0

Jermaine is the GOAT. He was amazing and super helpful with the process. I had a complicated transaction which was a first for him and he handled it very well. Because of him I would highly recommend this Uhaul to anyone and everyone.

Rating:

5.0

The entire onsite staff was friendly from when we first called for pricing to when we showed up in person!

Rating:

5.0

Your staff was very helpful and knowledgeable

Rating:

5.0

Very helpful manager, with a professionally run, first-rate facility. Highly recommend.

Rating:

5.0

Very friendly & knowledgeable staff.. Thank You !!

Rating:

5.0

Very professional staff!

Rating:

4.0

Good communication

Rating:

5.0

Clean facility. Professional service

Rating:

5.0

Denise and her team are professional, well organized, and extremely helpful.

Rating:

5.0

Very helpful staff

Rating:

5.0

I Fernando I recommend this u haul facility any time:: no complaints the staff are really very very nice n very helpful n understanding yes I definitely recommend I give it a 100 per stent

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:

5.0

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

Rating:

5.0

Easy and convenient very helpful

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

The staff was very nice and helpful 👍

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:

5.0

All good

Rating:

5.0

Easy move in. Very pleasant, helpful staff.

Rating:

5.0

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

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

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.