Allow people to fill out most of the info before they arrive. It can take time and not easy to do in the street
Patrick MCustomer 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.
As 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 FDo 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.
LUCIANA JOutstanding service and shop.
Robert cTOTAL 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
Amr TThis 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.
Jose LPesos behind the counter was very helpful!
Stephen STold me I didn’t return my van. Needed to call customer service to clear that up
Marco SPrevious truck renter must have been a smoker cuz the cab smelled of smoke. Disgusting
FRANCO FI did my reservations and equipment rental online. Everything i asked for was not available.
Ricardo RI 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.
Robert CCheck in was super easy. Front counter was great
Louis EI 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.
Carlie CYou 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.
Walton MStaff was friendly and very competent. I would visit them again
George BVery helpful staff at check-in, thank you!
Douglas NGood job. Thank you ... - Lee Bergman
LEE WThis experience was fantastic. Incredibly efficient and made my life so easy!
JULIA SDon’t let the systems crash. Don’t require a phone to check in let people check in at the front desk.
Abhishek KThe van had huge dents in the side and dirty and old.
KARIM R