They forgot to give me the dollys that I rented. The person working the desk was wonderful though.
Chelsea BCustomer Reviews for U-Haul of Chelsea
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.
Hi team! The staff was friendly, helpful and fast, everything was great! The truck was in satisfactory condition! It was not quite correct in my opinion to charge for 2 gallons of fuel, since the mileage for the entire rental was 5 miles! If the truck can only travel 2.5 miles per gallon, then everything is definitely bad with it ; )
Oleg BGreat service and very friendly!
John RFront desk customer service is absolutely terrible. Mid 20s male at counter is one of the rudest and unnecessarily aggressive people I’ve ever encountered. Other customers came in and all were astounded by his behavior. I kept my mouth shut because I knew he had my credit card and could possibly act out or create false damage reports. One of the strangest experiences I’ve ever had at a business in my life.
Benjamin WThe vehicle was very dirty and inside was smelling cigarette smoke.
Almurad SService Rep was EXCELLENT! She offered options, courtesy and kind. Way to go!!
ELVIN MI am from Texas but my son attends school in NYC. I was nervous moving him to his new apartment and renting a U-Haul but to my surprise it went very smooth. The lady at the desk was very helpful. I was having problems with the app and my references and she took time to help me.
Mary SThe truck & dollies were reserved weeks in advance. When I showed up, there were no furniture dollies available, which put the entire move at risk. The people behind the counter didn't seem to care - they just said that dollies aren't guaranteed. If that's the case, then why reserve them? I had to go and buy my own. The truck had less than 1/4 of a tank of gas left when I picked it up, so it was running on fumes by the time I was done. There are not many gas stations in lower manhattan, but they saw that as my problem. And then I was told to return it with 1/4 tank - there's no easy way to do that... Good location, but poor customer service.
WILLIAM BGreat experience
GUILLERMO AI think they should go back to unlimited miles
VIKI Bpoor customer service at the store, the van had some food leftovers and it was dirt
Arthur AIt was the end of the month so the place was chaotic, but the staff were overwhelmed.
Arthur DNot charge someone for 2 days when they’re getting the uhaul for 25 hours (just over 24 hours).
Gloriane TNothing as it was very easy and fast to return the vehicle
GEORGE CTires had low pressure which was stressful.
Scott CThe employees were extremely rude. Ruder than you would even expect someone working in an understaffed service position. They made me feel like I personally offended them by just showing up. Not only was I reprimanded for asking a question, my elderly mother was given more attitude than I’ve ever seen. In addition, and I’m not sure if this is in the employees’ hands, but I was given the rental with 10 MILES LEFT IN THE TANK. For something you pay for by the hour and by the mile, needing to spend an HOUR round trip to get gas in Manhattan was less than appreciated.
James CRude employee and van had garbage in it and was not clean
LILLY AI watched as an agent was very rude and belittling to another customer. Another agent treated me with disdain and annoyance. The furniture dolly that I booked was not available. As he walked away dismissively,, the male agent told me the cost was going to be removed from the bill. it clearly wasn't. I tried to wait to speak with the agent and adjust the cost, but there were too many customers waiting. I shouldn't have to pay for the $7 fee for a rental that wasn't available. Unfortunately, this location is the closest to me, so I am forced to use it. When I find other options, I won't be returning.
ROBERTO HLow fuel at 1/8 tank, expected me to fuel to 1/4th with a measely $4 credit. Scam.
Surya DThe check in process is a little chaotic as it has to be done online and the app is not very user friendly.
Bryce FWhy did I complete the order on my phone and at the store needed to do it again?
Keir CStop charging that ridiculous facility fee!!! And over charging at $2.49 a mile!!!
Joel BAllow people to fill out most of the info before they arrive. It can take time and not easy to do in the street
Patrick MAs stated above, we were told bu the new haven state street office at pickup that there was an after hours (post 7pm) dropoff available at the Chelsea location. There wasn't and it was a big deal for my son to scramble and find available parking for this ten foot truck which took nearly two hours.
Kaitlin MThe blanket were not clean but the rest was amazing
Elmi BAll staff was really helpful!! We had some trouble with checking-in and they made it easier and helped through every step. When we dropped off the truck, we accidentally left a pair of sunglasses and they immediately called us as we were only a few blocks away so we were able to come get it right away. Everyone was so kind even when there were a few customers being rude.
Michael KService at the counter was very efficient.
Jesus MNice easy
JOSE GAccount access when processing at an in store reservation. The photo and other info can be performed during the reservation process
Epifanio CThe equipment was clean and well maintained, but someone didn't his job well. The truck I got had a hole in the ceiling, and since rained, most of the inside of the truck got wet. This defied the whole purpose of getting the truck because some of my stuff got wet. This added more stress to an already stressful situation.
Anthony CDrive accountability with staff. I had processed an issue with my rental through the app, as my receipt was stating the wrong mileage. None of the updated were processed. I had to create a dispute ticket and am waiting for resolution. At drop off I was told that I would receive an email confirmation with a receipt. I followed up with customer service twice that day to inform them that I had still not received a receipt. They refused to contact the facility, and could only communicate with the facility through notes on the platform. I did not receive a receipt until 48 hrs later, at which time I had to deal with the erroneous charges. I have received no follow up since filing the dispute. No email to confirm that my dispute was submitted, no text message, nothing. This was an extremely poor experience with multiple instances of both process break down and uncaring staff.
Erwin HRepeat customer A+ location!
JEFFREY DVerification process was slow / unexpected and annoying that only option is phone check in. This should be communicated up front at time of booking
Alan ZThe woman that checked me in is always extremely helpful and professional!
Steven TThe woman working behind the counter, Sue, what an outstanding multi talanted person. Sue was helping 3 customers at a time. Not to mention doing everything correctly. That woman deserves a raise.
Michael eNothing at this time.
David SI would'nt change a thing.
Hector SEverything was good and smooth
Jermaine EI wasn’t given instructions on where to pick up my truck. When I got in the truck, the gas tank was empty and there were already 248 miles on the truck. I asked one of the workers about it and they said they couldn’t do anything about it
Melissa WYou extorted monies from me by forcing me to buy the equipment / never again!
TARIK B123
Marko JForced to activate phone service so they can track the car? Can’t you just put a fucking tracker in the car?? Then wasn’t allowed to rent a car until I showed my GREEN CARD. What is this U-Haul-ICE collaboration? So I had to go home and then back which lost me almost an hour of my day. I’ve rented U-Haul’s a few years back and I didn’t have any form of US ID and I was easily able to rent one. Never again.
Jens Myes.
SHAO KSue was great!
Rick VJust make sure gas is full in the vehicle. It's difficult to find a gas station in the city. Everything else was great.
Harshid PEveryone working there on Saturday on 7/12 are amazing.
Ibrahim KStaff very friendly and patient
Felix VGreat experience. Yes, they don't have a 24/7 drop-off, you have to come in person to get the keys, but otherwise everything is great. Probably U-Haul has done a lot of work on their previous mistakes. Because everything was smooth for me. They need 1 number of a person who knows you and a photo of your face to check with your driver's license, everything can be done on a smartphone. I booked a car in the app, came to them, showed the code and in 10 minutes I was already driving.
DZIANIS BWas pretty busy but otherwise good.
Nikki NThe staffs of this location are professional and very helpful. Thanks!
Kin YFirst class, thank you!
Stephen LEverything was smooth, professional and clean! An incredible check out experience on a stressful day.
Christina DI do not think anyone should ever have to receive a 1/16 tank of gas, forcing them to go to the gas station when they’re already likely planning a long day or moving. Horrible experience and entirely avoidable.
OLIVER MAll the staff were extremely elpful and professional!
Rex NThe truck we started with malfunctioned as we were entering DC on 16th St NW. Fortunately when the truck started to turn right on its own and momentarily would not respond to control from the steering wheel, we were going under 25 mph and there were no parked cars so we only hit the curb. Roadside Assistance told us and UHaul that the truck was not safe for highway travel and we needed to exchange that truck for another one. This took three hours on the phone to arrange and another hour to exchange the truck. The representative handling our case had obviously never before encountered a need for Emergency Assistance. We were however grateful that this finally resulted in an exchange, even though the process was cumbersome. A week later, however, we received a phone call from a Chelsea Manager saying that UHaul had not found anything wrong with the truck and that it had not been repaired but had been rented again three times without being sent to a repair center!!! This is completely irresponsible and UHaul would be liable if a subsequent rental ends in disaster. I therefore will never rent from UHaul again and urge everyone to be aware of how lax the company is in maintaining its vehicles. I am profoundly disappointed in an 80 year old company that should know how to value its clients and employees more than its profits.
Gayle JEverything is now complete via the app.
Kathleen ODespite 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.
DANIEL HAll 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?
Angad SThe 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.
Amir GEverything was to my liking. Courteous, attentive, and prompt service . From customer service.
Sharon BEverything 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
lucien gJust 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
Antonio VI 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.
Elian HCustomer 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
Milton F