Customer Reviews for U-Haul of Chelsea

Rating:

5.0

Sandra made the difference. I arrived yesterday when your national computer system when down. She managed to get and finish my reservation. She was tenacious and so kind. The equipment is good but your employee Sandra is everything…only your people makes you business good Thank you

Rating:

4.0

Customer service was great. Walked in and got my van quick. I would definitely rent here again.

Rating:

2.0

I don't believe I was properly compensated for refilling a meaningful portion of the gas tank for U-haul. I got credit for $10 when I should have gotten at least $30+ of credit. Anyway, I'm the sucker for refilling the tank too much even though it was near empty. Better to bring it back in the same fuel or less.

Rating:

3.0

Picking up the equipment during a busy morning was good. The woman who was behind the counter was working alone and she handled her self professionally and didn't feel the pressure with a line full of people. The van was clean and in great shape. I wanted a receipt at drop off and the guy who took the van at return told me all is good and I would be emailed the bill. They then charged me for gas even though the gauge was full because of his error. BE CAREFUL and take pics and make sure they acknowledge the van and gas when you return it.

Rating:

5.0

seamless drop off, drove in one door and walked out another door. no issues at all

Rating:

5.0

I had difficulty with the self-check in process. It would have been best to have an alternative option - especially when the staff member was there helping me use my phone which was the source of the challenge.

Rating:

5.0

Nothing. It was smooth and easy. The pickup and drop off were both super.

Rating:

4.0

The staff is very pleasant, efficient, and made everything run smoothly.

Rating:

3.0

Don’t charge people $300 for dropping it off at a different location, truly insane!

Rating:

1.0

I reserved my truck until 8:30 pm and was able to select the Chelsea location for drop off. I arrived at around 8 pm and it was closed. Having called customer service I was told this location does not do after hours returns and the only option was to “find a commercial parking space down the block” overnight. I asked to provide a location and they were unable to. Having driven around and not finding anything, I called back and this time the representative told me to download Spothero to find parking spaces near me. I had to eventually park on the street and return this morning to drive the truck back to the location half a block away. Upon returning I saw I received a ticket for parking a commercial vehicle in a regular parking space overnight. Single most frustrating and unhelpful experience I’ve had and I genuinely could not recommend anyone get a Uhaul after this. Absolute nuisance to deal with on top of the usual moving stress. Would very much like to discuss this with someone at uhaul.

Rating:

2.0

No after hours drop off. Also unfriendly staff who sounded annoyed the whole time to everyone there.

Rating:

5.0

Need to improve the UHall app, as it's difficult to load my previous rental history of over 90 if I need to check in for the current reservation. You should archive the old rentals so they won't load, especially for corporate account clients. Thanks

Rating:

4.0

I would have given this location a five-star rating except for the fact that I pre-ordered a moving dolly and 48 moving pads, and I had to personally carry the dolly and all 8 packs of 6 pads from one side of the garage to the truck by myself. Having paid for this pre-order, I was surprised I was on my own to do this. Plus, there was no one to check that I even loaded the right number of pads, which I was further surprised about given that I could easily have loaded many more if I felt so inclined.

Rating:

1.0

Yours is a complete rip-off. My $19.95 rental cost $116.00. You are thieves.

Rating:

5.0

Excellent service. Smooth process. Thank you UHaul.

Rating:

2.0

Very expensive. I was incorrectly charged for fuel

Rating:

3.0

your pick up process with pictures, forms, access, questions, is beyond egregious. will not be using Uhaul again

Rating:

5.0

Quick and fast service.

Rating:

1.0

Make it easier to pick up a reserved truck. Last time I used U-Haul at a different location, I walked in, told the clerk I had reserved a truck, they took my info and docs, gave me the keys and showed me to the van. This time, when though there were plenty of ppl available to help me, I was forced to go online and do a self service pickup using U-Haul Truck Share 24/7. It was terrible, kept running into technical issues and it took forever for the remote agent to verify my info. This is not a process that's needs to be made more complicated and if you're going to have store clerks anyway, customers should be able to be served by them earlier than an online system.

Rating:

2.0

The CS agent on the phone told me I could drop off after hours, but I when I showed up to the store they told me I couldn't. The check-in at the desk required extensive checks on an app that took way too much time, making it impossible for me to get back before closing. The agent at the desk also told me that I could park in commercial street parking, which does not exist in Manhattan. Parking nearly cost me 75$ for a night I didn't even need it. I would request a refund for this expense and the additional miles that were spent location for a private parking facility that would accept at U-Haul.

Rating:

5.0

Customer care by the agent at desk is always excellent! She’s fabulous.

Rating:

3.0

Review for U-Haul – 23rd Street Location The staff at the front desk were polite and helpful, but the shop crew was rude and unprofessional. The truck I rented was filthy and smelled strongly of weed. Unfortunately, this wasn’t just a one-time experience—this seems to be a recurring issue every time I rent from this location. Definitely disappointing.

Rating:

4.0

Self-checkout should be an option, not a requirement. Mandating the use of a Web site or app to rent a vehicle is ridiculous, especially since a human interaction is eventually required to obtain the key anyway.

Rating:

5.0

I don't like that your customer service reps can no longer process a pick up and that I, the customer has to do their work! Exactly what do you have them there for? To hand me the keys?

Rating:

1.0

the fees are absurd. was charged 2x for fuel when i went out of my way just to refill it. it wasnt even given to me full tank

Rating:

5.0

Check in has improved 5000%

Rating:

5.0

The only thing is the seat belt for the passenger is not working.

Rating:

2.0

The check in process was excessive (too many steps that I already completed online), and directions to pick up the rented gear and truck were unclear.

Rating:

3.0

The equipment was fine, but the communications were not. I called the general number after receiving an email about downloading the app and the normal, yet arduous check in process. I asked if a Rep. onsite could take care of that for me. He said, he changed by check-in process as requested - no need to do it all myself. When I arrived to pick up the van, the customer service staff was extremely unhelpful, almost rude and maintained that I MUST download the app and follow all those steps. I had no choice but to comply. The person who pulled out the van from the lot was outright unfriendly and actually rude. I suggest UHaul improve the customer experience with better trained, nicer people.

Rating:

1.0

customer service is terrible. I have been charged 4X. Supposedly I have been refunded/credited back the mistaken charges, but have received no receipts showing such, even after multiple requests. I will wait to see if my credit card is charged that many times!

Rating:

5.0

Good good

Rating:

1.0

The gentleman that attended to me was very nasty and rude and when you ask him questions, he gave a nasty comment and attitude towards me and other people as I witnessed and if you look up my name, I was a U-Haul provider two months ago up in Fresh metal lanes and never did I ever treat any of my customers like that and I let him know that as well They need to be taught how to speak to people at the end of the day. The customers are the ones what makes U-Haul keep going.

Rating:

2.0

pickup time well exceeded expectation, over charge for slight late return - going to report this. generally worst experience renting in nyc, comparing to other locations

Rating:

4.0

The guy at the check in desk has zero manners. Otherwise, well run operation and will use again.

Rating:

1.0

I was charged for six gallons of gas I only drove 23 miles. What kind of consumption does a Ford Cargo Vienna have I remember exactly that I returned the car there was a little less than half a tank 3/4 was

Rating:

5.0

the woman who assisted me a checkout was great.

Rating:

1.0

The staff is rude and the vehicle that wanted to give me had graffiti all over it and was there over an hour trying to get a truck when I had reservation.

Rating:

5.0

Very efficient and organized. Great experience from beginning to end

Rating:

5.0

The staff who worked there were excellent.

Rating:

5.0

I was given a van with almost less than 1/4 tank of gas. That’s not acceptable . Shouldn’t be less than at least a half a tank

Rating:

1.0

Extremely rude and unhelpful staff.

Rating:

1.0

I had one of the least pleasant customer service experiences in my life Tuesday morning. The woman who was working there gave me so much unnecessary attitude, was rude to me, and unkind about the pick-up process. I was not told I would need 3 separate phone contacts to verify me live, in real-time. Based on this process, I was told one contact at a time I needed to be verified. By the time I called a second friend, the first customer service rep timed me out. By the time I called a 3rd friend, the 2nd contact timed me out. I spent 45 minutes checking out a van, while this woman at the desk treated me disdainfully. The vehicle itself is fine, the folks cleaning the cars are fine. The woman at the desk single-handedly ruined my experience. Please train/screen your folks better, thanks.

Rating:

1.0

They did not check in my vehicle for a day and a half after I returned and charged me extra for that. I had to get into a call with customer service 2 times to fix that

Rating:

5.0

Nothing! Great experience

Rating:

5.0

Employees professional and friendly

Rating:

5.0

Everyone I encountered was top notch! The guy behind the counter was EXCELLENT managing 15 customers all by himself. He could fix my location sharing (which I didn't love to have to do, btw) and got us checked out super quickly and efficeintly. Driving back in was a slam dunk and the folks cleaning out the van were fantastic as well!

Rating:

1.0

Insane process to get a truck/van. Counter person was an absolute jerk. It’s the classic corporate greed foundation. One person doing a job of 3. Having consumer do all the work that U haul should do. AI will soon replace the disgruntled worker and will make the situation even worse. Technology works to some degree but not working here. The tension from every person going through process to spend crazy money for a shit truck and lack of service was crazy. Never again…

Rating:

5.0

The entire process was seamless! The customer service rep at the 23rd St. location was amazing!

Rating:

2.0

The car came with empty gas

Rating:

5.0

Keep doing what you are doing.

Rating:

5.0

The girls you have working for you in the front on 08/17 were the most amazing people I’ve ever had to deal with. The 2 guys in the back were equally impressive. WOW what a pleasure.

Rating:

5.0

Again, staff was very helpful.

Rating:

3.0

A bunch of "hidden fees" that are highlighted but the estimates while booking (~$60) are no where close to actual ($120)...and it is a very bad customer experience.

Rating:

3.0

I was charged a clean fee and another charge. I will be calling in tomorrow with mt claim .

Rating:

3.0

Check in staff was great but the rest of the experience was not good. When I got the vehicle, there was a check engine light and a check tire pressure light. I asked the person who was outside with the vehicles to put air in the tire. He said it did not need air. The light sensor was broken, but the tire pressure was fine. I was nervous the whole time I had the vehicle that I was going to get a flat tire. When returning the vehicle, there was a very long line of people to return vehicles. It could have been handled much more efficiently. After a long day of moving, I just wanted to return the truck and get home. It was exhausting to have to wait to be able to return it.

Rating:

5.0

Very easy drop off.

Rating:

4.0

Pick up process was long.

Rating:

5.0

Great customer services