Customer Reviews for U-Haul of Chelsea

Rating:

3.0

Everything is now complete via the app.

Rating:

3.0

Despite having an app set up to automate a lot of the process, this site actually requires a lot of ‘customised’, human-dependent process. It is not a pick-up and go as the app step by step would have you believe. Three human touch points to rent the van, another to return it (when it says you just have to park it, take photos and drop the keys into a box). Instead you have to drive it into the garage itself so took up another 5-10mins of my time and petrol.

Rating:

2.0

All of our publicly available pricing and the entire checkout workflow neglects to mention the facility fee, which only shows up on the bill at the end. This is somewhere between dishonest, immoral, and illegal. What would it take for you to operate in a more honest and transparent manner?

Rating:

1.0

The mirror was broken. Also they didn't have the equipment I ordered, then they gave me something else and when I returned it I was charged for missing equipment. I am very unhappy with the service.

Rating:

5.0

Everything was to my liking. Courteous, attentive, and prompt service . From customer service.

Rating:

3.0

Everything was great except that I shoudl have been given the fan with atleast 50% fuel, Also the early check in process did absolutely nothing if i had to re dk the entire thing again upon picking up my rental which i was on time for, This caused my to be late and bit a chunk out of my rental time out. besides that all was good

Rating:

5.0

Just wanted to say the gentleman that helped me when I picked up the van at the front desk needs 10 stars crossed the board if it is possible

Rating:

1.0

I picked up the truck with pretty much an empty tank. In Manhattan, it's hard to drive across the city to a gas station so was extremely frustrated to see this. That's very unacceptable from any rental agency and I would've expected better from UHaul.

Rating:

1.0

Customer service, it took forever for the three gentlemen behind the counter to rent us a truck, and i was the only one there, very little help from them as we the people who does not rent often don't really know the process

Rating:

1.0

Do not let anyone reserve a truck with a return to the same location, if the return time is after closing and the location doesn't have after hours drop off. I requested a vehicle from 12-8. For some reason after I paid the email only said from 12-6. Regardless, the location closed at 5pm. And now, I am stuck with the truck for an additional 12 hours. And I have to go out of my way to bring it back Monday 7am. All this could've been avoided if there was a system in place for the website or app, preventing costumers from selecting a time of drop off which is unavailable at the store or if the 2 people at the store (who were aware of the the time and location of the drop off) had notified me I wouldn't be able to complete the process.

Rating:

5.0

Outstanding service and shop.

Rating:

1.0

TOTAL GARBAGE FROM A TO Z. SERVICE WAS TOTAL TRASH AND THEY CHARGED DOUBLE FOR THE WHOLE THING THROUGH A TOTAL RAPE/DUPE COMBO. IM ABOUT TO DESTROY THIS LOCATION ON YELP. NEVER AGAIN

Rating:

1.0

This is regarding an unacceptable and deeply troubling customer service experience we endured at your Manhattan location during a recent rental with U-Haul on March 8, 2025. The treatment we received was not only unprofessional and disrespectful, but bordered on discriminatory behavior, which is both unethical and legally concerning. At the time of rental, we encountered severe issues with who we found out the General Manager of the location (U-Haul of Chelsea) who demonstrated a lack of basic courtesy, professionalism, and competence. We felt blatantly disrespected and insulted during the interaction, and the conduct of your representatives left us feeling discriminated against. No customer should ever be made to feel this way, especially when engaging in a standard business transaction. Following this distressing encounter, we promptly filed a formal complaint through the proper channels, expecting that U-Haul would take the matter seriously. Unfortunately, our claim was ignored. We had to make multiple follow-up attempts just to receive acknowledgment. This lack of accountability and follow-through is entirely unacceptable for a company of your stature. To make matters worse, our final interaction with Julissa, who identified herself as an Executive Assistant at the Manhattan location, on April 21, 2025 via phone call only escalated the issue. Rather than offering any form of resolution or professionalism, Julissa was dismissive and exacerbated an already negative experience with her hostile demeanor and lack of empathy. This entire experience reflects a severe breakdown in customer service standards and internal communication. It is evident that your customer service representatives, particularly at the Manhattan branch, are in urgent need of comprehensive training in professional conduct, sensitivity, and respectful engagement. As paying customers, we expected a basic level of professionalism and respect. What we received was discriminatory, negligent, and utterly disappointing.

Rating:

5.0

Pesos behind the counter was very helpful!

Rating:

2.0

Told me I didn’t return my van. Needed to call customer service to clear that up

Rating:

5.0

Previous truck renter must have been a smoker cuz the cab smelled of smoke. Disgusting

Rating:

4.0

I did my reservations and equipment rental online. Everything i asked for was not available.

Rating:

3.0

I was charged for something I didn't break. No one inspected my rental at my return with me present. Once I leave there is no telling how something was broken and I can not be held responsible after I leave. Also I paid for truck damage insurance so even if I was incorrectly accused of breaking something the insurance should have covered it.

Rating:

5.0

Check in was super easy. Front counter was great

Rating:

2.0

I reserved a 10-foot, one-way truck for 7:30 AM on March 29, 2025, well in advance. At 5:30 PM the night before my move, U-Haul called to say the truck wouldn’t be available until 1:00 PM—something completely unacceptable since I had already scheduled movers. Instead of offering any solutions, they simply told me that the time I selected was “just a request” and depended on when the previous renter returned it. Then why allow customers to book specific times if U-Haul can’t guarantee them? Worse, they waited until 2.5 hours before closing to tell me, leaving me scrambling for alternatives. I had to rent a smaller 9-foot local truck, which meant I had to drive 65 extra miles back to Manhattan, costing me more time and money. This was an enormous inconvenience on an already stressful moving day. U-Haul’s system is misleading, their communication is last-minute, and they take no responsibility when their failures impact customers. If you need a truck at a specific time, do not trust U-Haul to honor it.

Rating:

1.0

You changed my reservation last minute. I set my return time for 8 pm and when I arrived and after I gave all my credit card info the clerk rudely crossed out my 8 pm return time and said that wouldn’t happen. She rudely said said we close at 7, even though my return time clearly said 8 pm. She just crossed it off. I had to cancel my plans and hire more people to accommodate your last minute change. Plus it was advertised that I could return 24/7. If that wasnt the case why did you let me agree TO AN 8 PM RETURN!!!!!!!! Also you gave me a van with 1/8 of gas which delayed me 30 minutes to fill up. I spent $40 filling it up and wasted 45 minutes. You completely messed up my plans. I should be reimbursed.

Rating:

4.0

Staff was friendly and very competent. I would visit them again

Rating:

5.0

Very helpful staff at check-in, thank you!

Rating:

5.0

Good job. Thank you ... - Lee Bergman

Rating:

5.0

This experience was fantastic. Incredibly efficient and made my life so easy!

Rating:

2.0

Don’t let the systems crash. Don’t require a phone to check in let people check in at the front desk.

Rating:

2.0

The van had huge dents in the side and dirty and old.

Rating:

3.0

Generally ok. Opted for self-check in for maximum efficiency, but the truck I was assigned in the app was not out/ready and had to go inside and wait to get that straightened out with a representative. Counter person was as efficient as she could be given the line and that she appeared to be alone at the counter. Maintenance person prepping trucks outside was surly and impatient when redirecting me inside and where to find dolly and blankets. Equipment clean except for inside of windshield which was really a wreck, hindered visibility, and made driving a bit of a challenge until I got gas and cleaned it.

Rating:

5.0

I was in town to help my daughter move and I can't tell you how incredible my experience was. First, I needed to adjust my pick up time and I called the national line and the woman was so helpful. Once I picked up my 9' Cargo Van, the front office person was very kind and informative. Later, he called cause I left my credit card there and they secured it for me. The van was in great condition and worked out great. For NYC, I expected some frustrations and honestly some price gouging, but it was extremely positive and affordable. I would highly recommend this location in Chelsea in Manhattan again!

Rating:

1.0

I fill up the gas tank by accident and the when I receive it the tank was less than half and they wouldn’t give me any credit

Rating:

3.0

The van we rented had an engine problem that sound terrible as I was driving. I did not feel safe and to make matters worse when I called the store no one answered

Rating:

3.0

The lady when i was picking up was super helpful and friendly, deserves a raise. The gentlemen that you drop the truck off though, don’t even acknowledge you or tell you where anything goes. Not helpful, i went inside to ask the associates behind the desk

Rating:

1.0

The check-in process is overly intrusive. I understand the need for identification of the customer renting the vehicle. But requiring two outside personal references, which are contacted by U-haul, is invasive and infuriating! NO other rental company has this requirement. Enterprise, Avis, Budget, and all the rest do not reach out to your friends and family for references when simply renting you a vehicle!!! What is wrong with your company’s thought process??!!!! I will NEVER use U-Haul again as long as this intrusive policy is in place!

Rating:

3.0

1 The truck dashboard said "26 miles to empty." this was not acceptable. 2 I drove through rain and the box leaked. This also was unacceptable.

Rating:

3.0

The battery should be replaced. The gas tank should not have been on empty in Manhattan.

Rating:

1.0

I want to express my frustration regarding my recent rental experience. Your website and rental agreement suggested that after-hours drop-off was available. However, when I attempted to return the vehicle, I found out that this was not actually an option in this location resulting in wasted time, additional costs, and significant inconvenience. To make matters worse, when I reached out to your customer support team, they were dismissive and unhelpful. Instead of offering a solution, they told me to “manage it myself” and wait until the location reopened. This level of service is unacceptable, and I am extremely disappointed by the lack of responsibility taken by your company. If after-hours drop-off is not available at a location, this needs to be clearly communicated upfront to customers. Additionally, your support team should be trained to assist rather than dismiss concerns. I expect a response regarding how you plan to address these issues to prevent future customers from experiencing the same problem. Looking forward to your prompt reply

Rating:

3.0

Everything was too self serve. Neeeded a little more help

Rating:

1.0

I can go on and on about how horrible this was. The system was down as I'm sure you know. Having to call my references is ridiculous. I just rented successfully a week before. I can't do this in advance? I tried and it said I wasn't at the location. The employees have no clue how to use the system. I tried to buy boxes for 20 minutes, unsuccessfully. I asked for a few free boxes for being delayed an hour due to the system issue. She laughed at me. Laughed in my face. When I got the van the mileage was wrong by one mile and the gas was off (lower of course) by 1/4 of a tank. It took a lot of convincing to get this fixed. I guess stealing a few dollars from every customer helps your bottom line.

Rating:

5.0

Nothing just keep up the good work

Rating:

5.0

Kirk at the front desk was awesome. Great price on the vehicle too!

Rating:

4.0

On your hours of operation you should post them on your front door other than that I very satisfied with everything else Thanks

Rating:

1.0

The manager was rude and didn’t want to extend my time. Instead he told me to call in to change it. There I was told I would be charged a full day. He could have made the two hour extension and saved me that expense.

Rating:

1.0

Bad service the personal in flushing they are really bad

Rating:

1.0

Staff was extremely rude, refused to help open the truck, and forgot to provide the dolly and furniture pads I paid for

Rating:

5.0

Very good service here at 23rd Street location in Manhattan New York City.

Rating:

1.0

The team are constantly pushing for purchase more unnecessary stuff insurance storage and what not but failing to say hidden costs for example- charging per mile and charging additional for gas, it doesn’t even make any sense and it is not being explained, at the end you are charged double what you are expecting to be charged with no warning or explanation. For example extra $15 dollar for location fee. When you receive the estimate this fee is deducted from your bill so you think great they said you might be billed but they are deducting it blur in the end there are charges without warning explanations or reasons. So if you advertise 19.99+ 2.49 per mile, after using your truck for 9 miles it should be $50 with all taxes not over $80. It feels deceitful unpleasant and you make your customer feel being cheated by your marketing system. It would help if you can be real about how much it is going to cost, rather than piling up charges and sending the bill after leaving the sites.

Rating:

5.0

I like going to the u haul on w23 street u get great customer service

Rating:

1.0

This is not a rating for the employees of this location but rather the corporate policies in place by U-haul. I recently rented a u-haul 6-8 months ago and the pick up process was easy and quick. It appears the process has since changed and was quite disastrous and frankly disrespectful for customers. Despite myself having renting a u-haul within the last year, I had to upload the information all over again, for some reason allow u-haul to track my information, and go through an app process that has so many technical issues that the employee had to do it for me and possibly have it overwritten by a manager/corporate. The worst part was that since I was using an out of state license, I had to have a verified reference - not required before - which once given, I had to wait until someone actually called that person to verify they’re real only to find out that I actually needed two references and had to scatter to find another. Not sure how you expect to do business with someone if they’re picking up a vehicle at 7 am or they don’t have anyone. The entire process was full of surprises, not clearly stated, and took so long, it jeopardized the reason I needed the vehicle the first place. I find this process and overreach of customer information to be insulting and disrespectful of my time. It seemingly doesn’t even do anything since the gentleman next to me wasn’t able to pick up the vehicle he reserved because the person who was previously renting it wasn’t answering their phone. Then the vehicle was so low in gas that I wasn’t sure I could make it off Manhattan. Given this process of picking up a vehicle, I never intend to rent a u-haul again.

Rating:

4.0

How many times do I have to scan my driver license, if I already did a pre-checkin?!

Rating:

4.0

Make checking in store easier. The scanning barcode and doing everything on your phone process is terrible

Rating:

3.0

This is by far the best U-Haul location in NYC I have rented from. All others were a hot mess. This location is clean and has well maintained vehicles. When you drop off, the staff is very helpful. Now, to the check-in staff: Just rude. I have rented there many times and every time have gotten such rude treatment from them. Not sure what their attitude problem is.

Rating:

4.0

My tank was 1/8 filled. Which leaving nyc. It was less than ideal

Rating:

1.0

Was charged a full extra day for returning equipment a couple hours late. Was not given prior notice/warning that delays would be charged a full extra day.

Rating:

4.0

Let us know in advance that you'll be checking references live. This really slowed down the pickup process.