The trailer I rented obviously was NOT inspected for working order as the roll-up door would not roll up after I returned to my place of use. User be ware! Do not take for granted that you are renting a fully operational piece of equipment! YOU need to inspect it before leaving the lot.
CIndy HCustomer Reviews for U-Haul Moving & Trailer Hitch Center of Lancaster
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.
The equipment was clean but had hole in gas tank. I did receive a credit for returning with under a quarter tank 9f gas so that was fair, but I don't think the equipment is checked properly. The staff , Denise in particular, was wonderful. She helped to rectify the price I would be charged. I was given completely wrong info about price when I called the uhaul 800 number to get a quote.. Instead of being charged the 200. I was originally quoted, I was charged 400. I was told the milage was included, it wasn't.
Olivia AThis is the second time that I have rented a u-hail truck and had a rear tire blowout. Both of these events have lead to many wasted hours awaiting u-hauls service people to come change a tire. I like u-haul for their price, ease of use, locations, and overall value but I will seriously consider alternatives next time I am looking for a truck or trailer.
Jeffrey SDid not appreciate that U-Haul changed my pickup location without asking our preference. But everything else about the rental experience went smoothly.
Christi BVery accommodating, always has the equipment we need
david nThe man who helped us was just great! Very personable and very helpful—he’s a great employee. With that said, this place needs more than two people working on Saturday. There were at least six people in line, with the phone ringing off the hook, and the two employees scrambling to hook up equipment, and handle customers. Bottom line: get more help.
Michael OIt's always a pleasure to deal with people at this location.
Enoc OGreat above and beyond helpful…arrived right at closing time after filling with fuel and app needed to drop off on line wouldn’t load. They stopped to take care of us as they literally leaving for the night and everything went through with no extra charges. Wonderful customer service!
Karen SWas open on a Saturday and had my vehicle that I had reserved.
David FYour employees at this location although clearly short staffed work hard and were very professional and courteous. You should take good care of them.
Jason ZI reserved a 10ft truck. Got a email I had to go to a different pickup location because they didn’t have the truck I reserved. I Was supposed to use mobile check in but had issues with the app. Customer service rep was not in a hurry to get me registered. Then was charged $110 more than was quoted when I made my reservation. Truck got terrible gas mileage and engine sounded rough.
Rodney SStaff your locations better. The employees working there are great but are clearly not treated well by management. Two employees working a busy Saturday morning is not enough.
Daniel HVery helpful staff
Thomas AThe lady working there is great! She is overworked due to no other staffing but she still manages to be nice and helpful and goes as fast as she can.
Douglas SThe seal for the dolly was already broken when I opened the truck. To avoid any complications, I just paid the extra $15. Pretty disappointed that I had to pay extra for a service that I didn't use. Also, if the seal wasn't broken, and I had to leave it there, then the dolly would have taken up valuable floor space for packing. Pretty annoyed all around. Feels like whoever did this is not thinking of the best customer experience, and just adding an annoyance to make a quick buck.
Steven BThe bed of the truck had a weird smell and white residue all over the back. Not sure what the previous renter had used it for
Matthew HTruck did have a leak near moms attic on the right
Matthew HI wish they had explained that i could not change the rental without a large penalty because the trailers belong to them. Will never accept a trailer from a location again that i cannot modify the reservation with
Matthew WOverhead rear door was VERY hard to open, and loading ramp was difficult to move in and out. Both needed tension adjustment and/or lubrication. Otherwise, rental was fine!
Bernadette MStaff was smart and good
Michael OClean the inside better…by the cup holders. Would like to see more technology applies to the trucks…blind spot assist, backup cameras, etc to help with safety.
Jason RI rent a motorcycle trailer from this location. Equipment is always clean and user-friendly. Very professional and friendly employees. Would recommend 👌 👍
GERALD FEasy rental great service
rick hThe trailers parked along Main St need to be moved a little in from the curb bc it is very hard to see approaching traffic to be able to pull out onto Main St leaving the parking lot.
Carol HNot a criticism but a shout out: to Johnny, who was friendly and thoughtful and kind, a real asset to your company.
PAUL BThe Lady that worked with me was awesome!!!!
Jenifer KDenise was super helpful. I had issues checking the trailer in after hours Sunday night. She responded to my email at 8:30 pm and took care of it!! Can't thank her enough for that. :) An Auto Transport trailer maintenance checklist would be a good thing. We hooked up the trailer and found out a tail light wasn't working. An employee attempted to repair it but after about 30 minutes he suggested we take a different trailer. We disconnected trailer #1 and hooked up to trailer #2. On the way home we noticed the side marker light on the fender was out. The light was pushed in to the rubber surround and not lit. We repaired the light at home. We checked the air pressure on all 4 tires and found 1 tire to be 26 psi. We added air. The tire lost 12 psi overnight. We added more air and packed a compressor for the trip. It lost another 5 psi during travel and stabilized at that point.
dianne rVery good service with this location.
Richard DGet Apple Pay. Had to pull out my physical card and use it. Plus the chip reader wasn’t working so your employee had to manually enter the information. But she was awesome.
Edward YKeep doing what you're doing.
Marv ZVery Efficient.
Michael TNothing
Timothy PI have not yet received my email receipt post drop off .
Peter MYeah, the staff acted a little, entitled, not friendly at all. There was one young girl in there that acted more professional than most of the older employees, male or female.
Nelson LThe process was simple and easy when the app was working; it is very slow and lags frequently making it difficult to be efficient.
Emily Cneeded break and steering adjustment. Difficult to drive and maintain "in-lane" driving with the high wind weather situation as a result of the steering/breaking repair/adjustment needed. .
denise cThe digital experience needs improvement. 1) I was not able to scan my driver's license at pickup. It took me and the Uhaul rep multiple tries to get it to work. I spent 30 minutes trying to return my trailer on Sunday. :( 2) The app could not verify my location. I tried 6 times. 3) After multiple attempts, the app asked me if I was having a problem verifying my location. When I clicked on that button, it instructed me to "Scan the barcode to verify my location". I looked all around the building for a barcode to scan and could not find one. Those instructions are horrible! Please make it more clear how to scan the barcode that the app is referring to. 4) I called today to report my trailer as being returned. Someone had already returned it but they never contacted me. I wasted 40 minutes trying to pickup and return my trailer due to technical issues. EXTREMELY FRUSTRATING :(
John FThe drop off location was convenient to where we lived for drop off. The drive-through drop off tent was efficient and personnel were friendly. It was quick, and cost was great too.
Jill WExcellent service quick and easy in and out.
john mWhen you rent a uhaul, keep to your word or provide reimbursement for inconvenience for the renter. I added an additional 1/2 hour to my already busy/stressful day. No one seemed to care about the inconvenience. I paid for a service that was subpar. Disappointed in many ways.
Kurt MWhen I picked the truck up it had the check engine light on. Had to jump truck 3 times
Seria ZOnly traveled 62 miles and truck required 25 gallons of gas. That is less than 3 MPG. Not happy with that
Michael HThe customer who gave me the truck was very unprofessional. I’ve been working with U-Haul as a moving company for 5 years I haven't seen a customer service with this much rudeness and disrespect. Everything I ask for.
Mena Mvery user friendly!
Joseph VHappy to find a location with convenient hours on a Saturday for my last minute rental. Customer in front of me was not adhering to the U-haul policies, which irritated the U-haul rep. After a dispute in the checkout area, the customer left and it was my turn to be assisted. The U-haul reps attitude flowed over into our transaction, even after I asked him to not take it out on me. The remainder of the transaction was cold and I wasn't even informed where my rental vehicle was located. After walking around in the lot clicking the key fob I was able to locate my rental. As I was about to depart with the rental van, the Uhaul rep finally came out and apologized for his behavior. It would've been nice if this took place earlier on, instead of when I was pulling out of the parking lot - 15-20 minutes later. The woman at the return lane was very helpful and polite.
Dj HThe customer service and equipment are always great, but the lines are so long every time I rent equipment. This location seems very understaffed.
Eric MLocation was understaffed for the level of demand. Process itself was easy once someone was able to help me, and staff was helpful once they were available, but I waited at least a half hour for help. Van smelled terribly of cigarette smoke and had pet hair all over the seats. It worked fine, just very unpleasant to drive with that smell.
Barbara VOther than not being able to ever upload my DL (my 4th experience I will continue to rent UHaal when the need arises.
Deborah WI would not recommend none of my friends and family there to that location because of one older man doesn’t like to deal with Hispanic people who don’t speak English even if they have a translator he is rude as hell I seen him handle a white man perfectly fine and as soon as the Hispanic people were next he was rude smh
Williiam TYou got a good system going there. Keep up the great work 👍
Miguel SMake sure the car dolly be available for the 24 horas
Jose DQuick, clean, competent install. 3rd time I have used my local U-Haul store to install a hitch. No problems, no hassles! What more can I say? i could do it myself, but it's not worth my time. They do it every day. They do a more thorough job than i would!
Vilnis BEverything it’s perfect nothing to improve
angel gAlthough one of my uboxes were damaged from the forklift, the staff was friendly and efficient
susan B | Overall ExperienceLewis is the best customer representative you will ever have the pleasure of working with. He is a multi-tasked and has really exceptional people skills. He deserves a big pat on the back.
ray g | Overall Experience