Customer Reviews for U-Haul Moving & Trailer Hitch Center of Lancaster

Rating:

5.0

Tayla almost always has a lot of people to wait on but she treats each customer with kindness. She knows what she needs to do and gets it done very quickly so the lines go down quickly and people are on their way quickly. I always have a great experience at UHaul and when Tayla is working, things run even smoother.

Rating:

1.0

This location was awful for customer service. Upon arriving for my 12pm pick up, I found that the truck was surrounded by 6 or so inches of snow while other trucks were more available. I alerted stand in the building and was met with them asking very confused and snippily "what do you mean....it is surrounded by snow?" I explained again that the truck had a lot of snow around it. They asked if I could get it out and I said I didnt think so and that id feel uncomfortable doing so. The rep just stared at me but then said someone would come and look. I had a shovel in my car so I began to dig. Another rep dug a little too but then just took the keys and drove the truck out of the snow. He didn't say anything to me and came across very angry. I then noticed the truck was missing the dolly rental I had asked for. So I went inside and there was no one available so I waited 10 minutes. When someone returned they asked what I needed and I told them. She told me to just take the one by the door. When I brought the truck back to the drop off lane at 658pm (prior to them being closed at 8pm) I waited for someone to come out to the drop-off lane area. After 10 min, I decided to just do the return via app. As soon as I finished and turned the truck off, the rep from earlier came out, didnt say a word and took the dolly out. When I went to put the key in the drop box, he intercepted me and did not say anything so I said "oh I can give you the key?" And he took it. And got in the truck and turned it on. This process was drawn out, with me spending until nearly 1pm instead of getting the truck at 12pm, and same for evening drop off. I fueled the truck more than the level of what I got it at but there was no recognition in my costs for that. Ive had decent experiences with Uhaul in the past but this was not one of them.

Rating:

5.0

Tayla was outstanding! She was very helpful and got us in the perfect vehicle. The store was also very well stocked with moving supplies. I will definitely recommend.

Rating:

4.0

I was there for 5 minutes seemed good

Rating:

5.0

I would include that the truck comes with a hand truck if you want to use it. I ordered one because it wasn’t clear there was a hand truck in the back, so we had to have it removed from the invoice.

Rating:

5.0

Great experience. Easy to reserve and do all the booking on the app. There was excellent communication between U-Haul and us with texts as well as email. Truck Was clean and ready to go. Very pleased with the whole process start to finish

Rating:

2.0

It wasn’t the location or the people, but the whole U-Haul process was obnoxious. I filled out ALL of my information online, along with my payment information only to get there and to be told I had to download the app and redo everything only this time on the app. My truck wouldn’t be released without me downloading the app and redoing the whole entire process. Then I had to go around the truck and take my own pictures of any damage that was previously there so I wouldn’t be charged. It took half an hour for me to pick up my truck even though it should have been a 5 minute experience. Genuinely so frustrating

Rating:

5.0

The receptionist and other staff were great. I appreciated the added patience and ease especially since the weather was bad in the morning. I know it was a rough day with UHAUL outage, but the receptionist was still in a pleasant and personable mood. It really helped when I was moving that day and had a lot to do. She was super helpful.

Rating:

2.0

The staff was friendly but I was charged twice for a rental and one of the charges has not been refunded. Many times then trucks i get have worn breaks or issues with the engine like lurching foward when stopped at a light

Rating:

5.0

The app would not confirm the rental. Fortunately Harley was still on site and was able to confirm the reservation and actually escorted of to the vehicle in the lot.

Rating:

5.0

The manager Talia ? was wonderful to work with and made the whole process very easy!

Rating:

2.0

Customer service is horrible. Unfriendly. Made me feel like I was bothering them. The girl with the lip ring was not very courteous. I had to go into the store to get her to check in my truck return. It's not the first time I have experienced this at that location.

Rating:

5.0

Fast. Easy . Good price . No complaints

Rating:

5.0

The staff was the best part of the experience. When I picked up, a young woman greeted me at the desk and explained to me with kindness and a smile where the truck was located. When I dropped off the gentleman greeted me with the option to take care of my drop off details so I didn't have to go inside and check out. He was kind and compassionate. If I had a business, I'd try to steal these two employees from you. Pay them well!!!

Rating:

5.0

The on-site manager was courteous, knowledgeable, and efficient. She did a great job and made our rental process easy. Thanks!

Rating:

5.0

Not much. The experience was very good. Thanks.

Rating:

4.0

The upper left hand of the driver door doesn’t close entirely and allows me to see daylight and creates a lot of road noise and air in the cabin

Rating:

1.0

Waiting for phone call back from General Manager regarding a fraudulent fuel charge on my invoice.

Rating:

5.0

Truck was pretty gross, but service and people were great. Not very clean, extremely loud vehicle, terrible to drive!

Rating:

5.0

Employees are friendly and helpful at this location.

Rating:

2.0

Not helpful at all

Rating:

1.0

Bad attitude from the guy who checked me out, moved slowly, very nonchalant, took me to a truck covered in ice, I was terrified to drive it since there was so much ice I was afraid it would fly off and hurt someone. I could barely clean the windshield off myself. The staff said I had to clean the ice off myself, which the amount of ice on the windshield was insane. I asked the staff if he at least had an ice scraper and he just said “nah”. Didn’t show care for safety whatsoever. Then as we are driving and the ice is melting, there’s water from the ice leaking into my niece who was sitting on the passenger side from right above where the glass on the windshield ended. I’m disgusted and frustrated. This move was already way more expensive than I even anticipated, nobody explained what costs to expect or what they’d mean I spent every last penny I had on this uhaul, and I don’t even understand what some of the charges are on my invoice. I would like someone to reach out to me ASAP.

Rating:

3.0

We had snow/ice the evening before pickup. The van was not cleared off when we arrived. We had to wait 15-20 minutes for the defrosted to work and then I had to de-ice the van myself.

Rating:

5.0

It's great having a dedicated UHaul location nearby anytime I need any serious moving around.

Rating:

3.0

You can allow people just to go to the desk to get their uhaul rather than making everyone do everything on the app.

Rating:

5.0

Staff does a great job.

Rating:

3.0

Truck was not easily accessible, had to have another truck moved to get it out. There was only a 1/4 tank of gas and needed to get gas before we could load it up and start our drive. Ended up returning it with more gas than I used because I received it with little gas.

Rating:

3.0

Would have been nice to get a “tour” of the cargo van before departing. Took a while to find the gas cap when refueling.

Rating:

5.0

A great place to rent a pickup truck.

Rating:

2.0

I just got my final receipt. Returned the truck at 2:30. Associate asked me if it was ok to email the receipt, I said that would be fine. He waited over a half our which was 10 minutes over my rental time so he tacked on a 2nd day rental charge. This was after I called less than 24hrs before I was due to pick up my equipment from another location and was told well you can go to another which is further away, they are the only ones who have the equipment you requested. That was fine but now to not only have to pay the extra miles at over a dollar a mile I have to pay an extra $20+ just because an Associate waited close to a half hour to close out the truck is unacceptable.

Rating:

2.0

We ordered furniture pads for our move and they were not in the truck

Rating:

2.0

We have been renting from this location for years. The personnel in the morning were helpful, but the overall app experience was dreadful. The boxes for the keys are mounted too high to be able to access them comfortably and the letters are hard to read on the combination locks. The cargo van was dirty inside at pickup. When the van was returned, the attendent that checked us in was smoking the whole time, it was gross.

Rating:

2.0

Scheduled a Saturday morning pickup for 8:00 AM. Arrived at 7:45 AM, was 4th person in line. Only 1 U-haul employee working. Person he was checking in war renting a trailer. He said: "I'll hook it up for you". He goes outside, after approx 15 minutes comes back into showroom, announces he is going to be tied up for a while due to issues with the trailer hookup. Leaves for another 15 minutes and finally comes back in and starts checking people out. Upon returning the U-haul truck around 11:AM, again, only 1 person working and I was 3rd vehicle in line to be checked in. Need more that 1 employee working on a Saturday morning who is expected to do everything. He was doing the best he could and this review should not reflect on him, but instead management.

Rating:

5.0

All went seamlessly without incident. Professional and courteous customer service

Rating:

5.0

Quick and easy pickup. Thanks

Rating:

5.0

This was the cleanest truck I have ever rented. I saw the guy wiping down a truck that just came in, and they are very thorough. As for UHaul generally, the app has issues and checking in is not that easy. But they understaff their locations, so it's better than having to go through the whole process when there's only one person who is running around doing everything.

Rating:

5.0

More counter help

Rating:

5.0

The online check-in process was really onerous and time consuming.

Rating:

5.0

All good thx

Rating:

5.0

I did not go into the office. I was only in the drop off lane and the uhaul employees were very respectful, informative and helpful.

Rating:

1.0

Check in experience was awful. The app sucks. Go back to human beings checking you in

Rating:

5.0

Nothing

Rating:

4.0

Helpful staff.

Rating:

3.0

This was not our originally reserved location nor the confirmed location the day before with uhaul. We drove to our reserved location to find out that we were being redirected to another location. Drove an hour out of the way to pick up the trailer. Get there to find out that our ball hitch was too big and we're required to buy a new hitch receiver with the correct ball size so we could leave. This would have been nice to know prior to getting there. The lady who helped us was very nice and helpful but unfortunately good customer service from her wasn't enough to change my poor experience with uhaul.

Rating:

3.0

From the moment I showed up to the facility to try to do the mobile check-in and got contacted by your customer service line and spoke to a very rude unfriendly person to only one person being at the counter and it’s saying that I can skip the line, but I couldn’t to the second person coming to the counter and being like you should’ve skipped the line and being very sarcastic to returning the vehicle and having all the difficulties with way too many steps, I would say that this would be the last time that I’m gonna be ever using a U-Haul and be looking at other routes and options

Rating:

2.0

Check engine light on. Previous user’s trash under middle seat. App did not work to submit pictures and complete checkout. Provide truck that is clean and does not have check enging light on. Fix app.

Rating:

5.0

Very convenient location with easy entrance and exit. Fast check in and return process. Well stocked store with all your packing and storage needs. Will definitely use this location again.

Rating:

3.0

Trailer had ties and some other items that we had to clean out. Had to wait a few minutes for manager to finish smoking before we were served. Manager appeared angry about us and another vehicle parking out front.

Rating:

5.0

Great staff and excellent equipment. Thanks.

Rating:

4.0

Although one of my uboxes were damaged from the forklift, the staff was friendly and efficient