Customer Reviews for U-Haul of Ithaca

Rating:

4.0

The good: Upon picking up the truck, the experience of dealing directly with a human being was great. No issues, no problem, short wait. Instructions, ver y clear (photos, etc.). Need major improvement: The app especially on returning the truck after hours was totally useless. The poster outside near the key return slot makes it sound so easy. It was not. After 20 minutes of trying, we had to call. Thankfully, the person who picked up our call was extremely professional, kind, and helpful. Also, the truck felt at times like it was pulling to the right. Other than that, considering it's quite old, it worked very well. Conclusion: Get humans and train them well. Or have a genius to fix the app so that it works perfectly well and easily all the time.

Rating:

3.0

I was told by the Assistant Manager Vic that this location was only 4 blocks from the bus station where I was being dropped off and it was 1.5 mile walk in the humid weather and was delayed in meeting a moving company at my storage facility. Also, the woman who was assisted me in my truck pickup could not advise me the correct size truck to get nor what packing supplies I should buy even after telling her the storage unit size and contents. It was just a transaction to make a sale.

Rating:

5.0

The women at the register who helped me check out was very friendly and efficient! Had me in and out in less than 5 minutes!

Rating:

4.0

The truck we had was pretty much as new as you could get. Before i got home the passenger side mirror was so loose that it just rotated out and became non-usable. A little duct tape and gorilla tape to hold the mirror in place got us through the weekend. I also remember the slide out ramp used to be longer... the incline of this particular unit was a killer on the backs and legs. Overall.., THANK YOU!!

Rating:

3.0

My son dropped off at this location so I am unable to rate this site.

Rating:

5.0

The whole checkout process was very easy, and staff was super helpful and clear with explanations. Thank you!

Rating:

3.0

The location was fine but Uhauls online system is bad. We lost 45 minutes of our 4 hour rental window trying to upload the photos requested upon pickup. The website would not work on my phone, which has bad cell service in that area anyway. That U-Haul requires me to use my phone, even for an in person pickup, keeps me from using U-Haul more often. I always have trouble with it and it wastes precious time that I am paying for. Let people know when making the reservation that they’ll need to use their phone even if they haven’t chosen self check out, and that after hours returns also requires a cell phone. But overall I don’t want to have to rely on my cellular data at all to be able to rent a truck.

Rating:

5.0

Keep the lady who served us!

Rating:

5.0

Nothing, was great.

Rating:

5.0

I was treated fairly, it was convenient to make the drop off. Thank you.

Rating:

5.0

Friendly, easy. A full-service location that felt incredibly professional

Rating:

5.0

Jasmine and her team are great!

Rating:

5.0

Said staff were not helpful only because we dropped van after hours

Rating:

2.0

I rented a cargo van today to bring my store inventory to another location an hour away and back. The van absolutely REEKED of cigarette smoke. Because of this, now does my inventory (which was only in the van for 2 hours round trip, so that gives you an idea of how bad it was). I wasn’t expecting anything pristine but the cigarette smoke was incredibly off putting, especially while spending over $100 on it for the day. I’ll be choosing another location next time.

Rating:

5.0

Great job keep up the good work fellas thank you

Rating:

5.0

On time, what we ordered, knowledgeable staff. No problems!!

Rating:

5.0

There was a slight smell of cigarette smoke. The prohibition of smoking in vehicles should be stressed and checked a little more.

Rating:

3.0

I arrived at the original intended point of rental at 2494 Corning Rd in Elmira NY, and was told that the piece of equipment that I had a reservation for was not available. I had to then drive half hour in the wrong direction to the other location to pick up the piece of equipment I needed. This is unacceptable and highly inconvenient when this happens . A simple phone call from the staff could have saved me time by diverting me to the other location mid trip.

Rating:

5.0

The GM Jasmine Santos was exceptional! This was also true for her entire staff. Facility was well organized, well stocked and spotless. I will highly recommend this location to anyone and everyone when and where appropriate. Thank You Jasmine, thank you U-Haul!!!

Rating:

2.0

Was charged for 2 gallons of gasoline when I have a picture of dropping of the van with the right amount of gas in it.

Rating:

5.0

Provide better locations in the parking area for where the truck is located. If there wasn't an employee around, I would have wandered around for several extra minutes locating my rental truck. Simple location descriptions such as "behind building" or "side of building" would narrow it down.

Rating:

5.0

It was a fantastic experience. It was a busy morning, and the rep was great.

Rating:

2.0

Make sure that everything is in good working condition before you rent it out and well. Inspected.

Rating:

5.0

I keep bothering to fill out these surveys because I think so highly of Ithaca UHaul's service. They are always friendly and professional, and equipment is clean and ready. Highly recommended.

Rating:

5.0

The lady was absolutely great. She was kind, helpful, knowledgeable. Very fast at what she does. My wait was very very painless. I will definitely be using this location again because of her.

Rating:

5.0

Thank you for making renting a cargo van super easy!

Rating:

2.0

UHAUL: I think UHAUL missed on some areas of the rental. 1. Pre-paid items were not in truck. 2. Truck returned on time, not 15 min late. 3. Gas was refilled to drawn handout, pic of dash at return matches. Passenger mirror has set points, stubborn to adjust to a good position. -

Rating:

5.0

Attendant very helpful answered all my questions.

Rating:

1.0

The agent was rude to everyone, including me and her co-workers. She got angry while jacking up the trailer and huffed off, yelling that I could do it myself. So I did, and no one verified that I hooked it up correctly. Upon returning the equipment, she chocked the trailer wheel with a small piece of wood and called a coworker over to lift the tongue off my car. The block of wood was obviously too small, and when her co-worker lifted it off my car, the trailer rolled back and hit another trailer. There was no damage, but the entire experience was unpleasant, and I will not rent from this location again.

Rating:

1.0

I reserved a 26' truck and at pick up the largest truck available was 20'. It was too late to cancel because I had hired 4 people to help that traveled 2 hours to get there. Now I have to do another move and pay for the labor again. I could have been notified and I would have delayed the move. It's costing me an additional $1500.

Rating:

5.0

Helpful and friendly staff goes out of their way t make sure everyone has what they need.

Rating:

5.0

the manager on duty i didnt get her name but she is an absolute rock star!! The way she was able to help people who messed there reservations up and how she multitasked was incredible. She also had A1 Customer Service. She was calm even though it was chaotic, answering phone calls while checking in multiple people and was still smiling impressed me so much, i would come back and rent another truck just because she worked there!

Rating:

3.0

Overhead door was VERY hard to open/close, I had to repeatedly lift it higher and attempt to slam to get it so it would close properly. Lubrication of the wheels or otherwise mainteiance of the door track is needed! The engine made a weird sound though I was driving it gently, not heavy on the accelerator or anything. If I had more time I would have checkd with staff to see if they could adjust something---but that shouldn't be on me to request, making me late for my work. The cab and back of the truck was clean. Staff was very friendly at check-in.

Rating:

5.0

I really liked the woman who helped me on Friday at the Ithaca location. She was younger. I don’t know how old maybe 30s. She was really cool and did a good job.

Rating:

5.0

I have rented many vehicles from this location; equipment is always clean and ready, and the personnel always friendly and efficient. Highly recommended.

Rating:

5.0

Both service employees were helpful and kind.

Rating:

3.0

The uhall smells like cigarettes, and the door in the back will not close because the seal is messed up.

Rating:

3.0

I tried to return using the app, which the contract says would avoid a $20 fee, but was repeatedly served a vague error message when trying to create an account ("try again later"). I would also have preferred you disclose this option verbally during pickup. The return lane was very full when returning the vehicle, so it seems like other people were also not using this option.

Rating:

5.0

Again,easy drop off

Rating:

4.0

Easy drop off. Helpful staff

Rating:

5.0

Great help from all the people at this location. Thank

Rating:

4.0

Good local manager

Rating:

5.0

Friendly and helpful staff. Very clean location

Rating:

5.0

The best

Rating:

2.0

The pick up wasn’t too bad. But the drop off process was ridiculous. It took us more than 1 hour to drop the truck off. I will never use U Haul again for sure. I had the truck for less than 9 hours, it cost $130. At least that’s what the APP says right now. The truck was dirty when I picked it up and when I swept it out there was a full dust pan of dirt, a marijuana cigarette, wrapping tape etc in it. Poor poor drop off process!!!

Rating:

5.0

Great staff in Ithaca

Rating:

3.0

U-Haul in general is a bit of a mess. It is rare to use U-Hail and have no issues. And this latest rental is no exception. It first started with moving my rental pick-up location 30 miles away. Without a car, that was not an option (without renting a car to pick-up my rental truck!?!?). I called U-Haul and they worked out a solution where I could pick-up a truck at my original (Ithaca) location later in the day (4pm instead of 10am). When I arrived, they first could not find my record (typical) and, once I provided my reservation #, they told me the truck has not been returned yet. They contacted the renter (who was late) to find out they never rented the truck but the record was never updated in U-Haul's system. The worker at the desk simply shrugged her shoulders. Had it not been for the General Manager (Jasmone Santos) springing into action and working to problem, I (and my stuff) would still be in Ithaca. Jasmine was great and worked out a solution. If not for her, I would have given U-Haul 1 star (because 0 stars is not an option). You need more people like Jasmine.

Rating:

3.0

They cancelled my order of a 26’. And replaced it with a 20’. Barely had enough room. When the lady did that it apparently kicked out someone else. Lady was nice enough but it was very frustrating to not get what I ordered.

Rating:

5.0

I've rented from the Ithaca facility a few times. The staff is excellent.

Rating:

3.0

Center console of truck was very dirty, and the truck was so low on gas the low fuel warning light came on when I fired it up which was very inconvenient

Rating:

5.0

Excellent customer service and a smooth pick up and drop off. Very satisfied!

Rating:

5.0

Wveryone very kind and helpful w all aspects of ou Ubox adventure - the best way to move yet! Thank you!

Rating:

1.0

An additional monthly fee was taken out and I still haven’t gotten a refund.

Rating:

1.0

Horrible customer service and wait times. Manager of Ithaca NY location was very nice though and helpful. Calling in for assistance or to make reservations was infuriating. HORRIBLE for moving ease.