The gas should have been filled before we picked it up. It was about half full. They didn't give directions on how to use the mirrors. Or anything else on the truck. There was no windshield fluid in the truck. But overall it was an easy transaction other than those items.
daniel yokumCustomer Reviews for U-Haul of Ithaca
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.
It was not apparent on the website that the equipment I was renting wasn’t available at the Hanshaw, Ithaca location so I went to the wrong location to pickup the equipment. There was an email sent after I did my reservation telling me the new pickup location, but I missed the email. Why does the website even allow customers to select a store location during the reservation process if that location doesn’t rent that equipment? Also I went in-person to the Hanshaw location 3 days prior to my pickup date to confirm and ask a few questions about the trailer I was towing and was not told at that time that the equipment would not be there! The Elmira Road location in Ithaca, had excellent service once I got there.
Kristin SimondsThe employee that greeted and assisted me was very polite and helpful. Probably one of the best customer service experiences I’ve had in this location.
Dasnny WheelerMost of the problem is with corporate not the location. Instead of reaching out to me you blocked me last minute from receiving my truck. You left me one hold for hours. I had to make two trips down. Walk home over an hour carrying supplies during a snow. All this lost time came out of my sleep. You put me in a very dangerous position to maintain my schedule and catch my return flight. The truck I then received was a POS compared to the one I was suppose to have. This will deffinatly affect my consideration of who I rent from next time.
Joseph MarianiAndrew was awesome! Went above and beyond to make sure I was good to go. Thanks so much
Laurie PattingtonAndrew is truly a professional at whatever he does (i.e. customer service, technical installation, and in general as a whole. Thank you and very much appreciated.
Arnaldo Negrontruck had worn tires
Stephen OveckaWhen returning the truck the 1 guy that was in the store was overwhelmed with not a single customer in sight. I asked him how I would pay and find out how much I owed and he said that would be email. It's been 3 hours and I have received an email and if I'm over charged I'm not going to be happy!
TIMOTHY OLTZGreat and friendly service.
Jennifer LancasterI was given incorrect information when I reserved the truck in person at the store. I mentioned what I was told to the manager when I picked up the truck. She corrected what I was told and said she’d have a talk with the employee. I got gas just before I returned the truck to avoid the $30 service fee which I think is excessive. The truck itself was about what I expected. Your website was handy for extending the reservation.
Mark BodensteinThadeaus in Ithaca was very professional and courteous. Good staff member.
Michael CaporizzoVic was great.he was operating all alone at first on a Sunday morning and our reservation was delayed by one hour , no one told us there was no truck there until we got there-that sucked and I felt mad . Luckily the task we had arranged to do was still do-able. I felt bad that Vic was all alone -he kept his cool.
Shannon McSurelyThe staff at this location are incredible! Quick and helpful---the store manager was above and beyond helpful
David WoodardWhile customer service and location were amazing. The vehicle I was provided was horrible. It had a check engine light on, and I didn't believe it was going to make up the hills. This felt like a piece of junk.
Simon BernnardMy truck was clean but when I depressed my brakes they screamed like they needed to be changed
Christopher HemlyAll the staff was very personable and friendly. Andrew did the hitch and we are very pleased with his work. Also, Chad was very nice. We are satisfied.
Marianne RockhillCheck everything on those trucks. I drove at night back to uhaul. The passenger side headlight was out. The driver's side headlight was pointing towards the ditch. I couldn't see anything driving and then. I spent a 1/2 hour trying to help them change the Bob before they got me another truck and I still had to have it there on time.
Michelle OrrGreat all around service and equipment.
Susan ClarkeThe vehicle was fine. It ran well and got us to our destinations and back safely. It was one of your oldest trucks I think. It had manual windows. Haven't had a vehicle like that in many many years. Haha!!!! The person at the counter Nathanael was outstanding. Got our paperwork ready quickly and efficiently. Overall a great experience!
susan morganThe person who checked us out (I think his name was Thaddeus) was extremely helpful and very easy to work with. A+ service!
Charles KrollI have used this location twice recently and both times everyone has been so professional and extra kind. I had no problems from the online reservation to the pickup to the drop off. I will be using this location again and highly recommend
Kimberly SilversAll employees were incredibly kind and helpful. The sprinter van was clean and ran great. Thank you so much!!
Ryan GobleWow
thaddeus McClainTrucks could use some updating. Windshield was cracked. No cruisecontrol. Connectivity for phone. Really could have used a back up camera
Joseph MarianiBeef jerky and peanuts in truck would be great
jason connorThe mileage rate, even with 100 free miles made this 1-day rental very expensive. Great if you are doing an in-town move, but going a distance, just for the day could be a real financial burden.
karl GrahamI was upset that I requested a dolly and paid for a dolly but there wasn’t one. I even talked to tech support later that day who was supposed to note it but I still got charged. I waited all day thinking maybe they’d catch it during business hours still no change. And the back was dirty when we received it.
Lucy AllenThaddeus was awesome 😎
Ana Florenciaopen air metal trailer was quite dirty/ muddy on the bed-- it should've been hosed out/ power- washed - staff was super professional, super helpful and very kind-
Amanda WaltsI had a wonderful and smooth process yesterday at Uhaul. I’ve used the service many times but this was particularly great. Jasmine was super helpful and the vibe in the store was upbeat and happy. I needed extra time because my help wasn’t able to be there and they accommodated me and gave a little extra time. (Can’t remember her name) Thaddeus was helpful, kind and courteous at vehicle return… give these kids a raise! They’re building your brand and I know help like this is hard to come by these days. A+
Jonathan PetronzioThe staff, all three, were super helpful and professional, going above and beyond to provide excellent customer service.
Victor MaxwellWhat the unholy fuck is wrong with these people? Got threatened with felony prosecution for an overdue van after spending $2500+ in the preceding 60 days.
NICHOLAS HENTOFFAt 11:07 I couldn't get in to the gated storage the 4 # and a start wouldn't open. Called uhaul that could only give me the 4 #, they call the storage people & even left them a message asking them to contact me. I went home with a full uhaul and sat for 9 hours could not do anything. As of to night I'm still not moved out ran out of time &money
Michelle OrrFirst of all, every single member of the staff at Ithaca U-Haul was extremely helpful and friendly. So rare these days! Just a comment about something I noticed, the light on the back of the trailer on the driver's side needs a little help. The brake lights work, the turn signals work but the light on the driver side doesn't light up as running lights. No biggie but thought I'd mention it. This is the second time I've rented a trailer from Ithaca U-Hall. Both experiences were completely positive. Good Job, Good Crew, Thank You!
Walt VavraI have been frustrated by the length of check out time at Uhaul in the past, but this was much more efficient.
Robert ReakesVictor was knowledgeable and efficient in helping get the trailer attached.
Theodore EndersEverything was great! Everyone was professional and very helpful. Five stars 😊
MARK ZAHARISTruck was okay
Debra SloughterWould be nice to have a couple chairs available when the wait time is longer than predicted.
Jane KoestlerProfessional friendly helpful
Ginger KrupaWould have been nice if the truck was cleared of snow, and/or at least had a snow brush or ice scraper. Wipers were frozen to the windshield, and took a long time for it to warm up. Weather stripping on driver's door kept falling off (while driving), which was annoying and dangerous. I also received the incorrect invoice at first (via email and app), but that was later corrected. I also don't like that the dolly is secured to the side wall - it eliminates a lot of valuable space that I could have used. I would have appreciated if someone could have checked in my vehicle when I returned it - I took photos, but would have liked someone to look at it to confirm no damage before I left. Staff on site was generally fine, but if anything was wrong, it would have been my word against theirs.
Joseph ScaffidoI got the truck not clean and there are stuff inside it and besides that it’s a hazardous truck and brakes need to be taken care of. I drove it in the snow and it was a nightmare thank god I was able to return it safely and nothing happened to me or the truck.
Abdullah AlShuaibiExemplary service! In fact, I would suggest that DMV personnel from around the world be sent to U-Haul to learn that being nice does not compromise efficiency.
Pamela KniffinThe customer service at the Ithaca U-Haul location is excellent. Thank you so much!
monique flynnIt was fine!
Mahya BehnampourGreat manager (Jasmine). Friendly, knowledgeable and efficient.
Amanda Smith-socarisWOW
John HicksAbsolutely nothing my experience was bliss
thaddeus mcclainCustomer Service attendant was friendly and efficient. Great experience.
Cliff ThomaVic was very helpful. He explained the terms and conditions very clearly. The guy who was there when I returned the truck was personable. All in all, a good experience.
Evan WrayEverything went great.......no suggestions for improvement!
David LEENot for the customer, but for the staff: Why do 6x12 trailers not have a tongue jack? The tongue weight on these trailers is high, even when empty. I disconnected at home for a bit, and needed two family members to stand on the back to be able to get it off. As a tandem axle trailer, it's already impossible to turn by hand. Why make it harder by making it heavy, too? At the cost that UHaul could negotiate for tongue jacks, they could equip the whole fleet for very little. You may even be able to argue a medical insurance premium discount for saving your employees' backs. These are actually very nice trailers, so you're already spending on them. Just go the inch further and add tongue jacks. At least to the bigger ones: 6x12 and above.
E Dean MeloneyVery friendly and professional service! Not a complaint, but one improvement would be to have gotten in and out quicker. I had everything set up on the app and thought it would have been quicker.
Phil Trifaroalways great
STEVEN L GILBERTHad an online order that I was supposed to be able to pick up via the app on my phone at 11am. When I arrived, the truck was not ready, requested equipment not available and I needed to put give all my information to an untrained staff member who had no business working the counter. Had zero knowledge on how to make a reservation, kept bringing the other rep over to answer each question and was inappropriate with comments towards her. I understand being short handed but I would rather wait a little longer for a knowledgeable staff member that deal with what I dealt with. When I finally went out to get the truck, the equipment I ordered was sitting outside the truck for me to put away. Completely awful customer service experience. Jasmine was the leas counter person and the only one that was knowledgeable, she deserves a huge raise having to deal with the her co-worker that day. Also, a gentleman whose name escapes me, begins with an 'M' was very professional and helpful when I returned the vehicle.
Scott SchmutzlerI picked up a truck on Christmas with mobile pick up. The lock box would not open for close to 20 minutes. Finally got the lock box open and it was the wrong keys. Would not let me proceed with the online process any further and there was no representatives to help me. The truck that the keys belonged to was very dirty and beat up. I took pictures but because the website would not let me proceed, I was unable to upload them. I had the wrong truck, and there has been no communication from uhaul about it
Chandra Henrythe clerk was kindof grouchy, equipment and selection of items was great
Leo MacdonaldLoved Jasmine.Thank you!
Andrew MolnarKeep up the good work!
MARTINJOSEPH SULLIVANThe young lady who assisted me when dropping off was an absolute 10/10 nice and sweet. Very on top of this... And gorgeous to boot!!!
Travis BohmerThe people there were awesome and very helpful
Rich ManginoNo issues at all until I was charged. The receipt I was provided in person and that was emailed to me was for a lesser amount than what was charged. When I called for an updated receipt to be emailed to me, I was told they could not email it, they could only print it and then I would have to physically go there to pick it up. 10 mins later, the new receipt was in my email inbox. Thankful for you saving me the trip by emailing it!
Rachel GrahamThe two associates (first initials J and T) were extremely curteous and helpful when picking up and returning the truck. This was my first time reserving a truck; I think I called 3 or 4 times with questions throughout, and they were knowledgeable and kind. I will be back for sure
Michelle JenningsThe gas gage was at 3/4ths not 7/8th full
Robert StoutWveryone very kind and helpful w all aspects of ou Ubox adventure - the best way to move yet! Thank you!
Jude Rose | Overall ExperienceAn additional monthly fee was taken out and I still haven’t gotten a refund.
Tyrone Bamfo | Overall ExperienceHorrible 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.
Alexandra Cornell | Overall ExperienceOverall a good experience. The only detractor was having to wait while they loaded the uboxes onto trailers. I expected that they would be loaded up and ready for me to hook my vehicle up to.
Jacqueline Williams | Overall Experience