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.
The only issue I had was bringing the van I rented back after hours. I followed the instructions on returning after hours and was instructed to lock the vehicle and place the key in the lock box that was supposed to be clearly visible and marked. My wife and I walked around for about fifteen minutes until we discovered a small whole at the top of one of the front doors to drop the key through. Something better lit and marked needs to be placed out front to drop the key into.
ROBERT M.
Rating:
5.0
Amazing customer service at the Horsham branch. The employees were so helpful and very attentive. Thank you so much for all your help with my move!
Noor M.
Rating:
5.0
The online return was horrible, I spent over an hour trying to get the return online to work I even downloaded the ap because location on the internet would not work I followed the instructions and it still would not work someone else having the same issues figured it out but it was not the way the error was telling us. Late night return was bad.
CHARLES K.
Rating:
1.0
From the time we got the Pods in April this has been a complete nightmare and I would not recommend this service to anyone. I have been taken advantage of and lied to through this whole process.
I'm extremely upset and unhappy with this service. I should have used a large Moving service at least they were upfront and honest with the pricing.
Charlene W.
Rating:
3.0
Customer did not leave a comment.
Sarah S.
Rating:
5.0
Customer did not leave a comment.
Neil L.
Rating:
4.0
Could not adjust the side view mirrors - was told they were manual but they wouldn't budge. Made me very nervous driving on the turnpike like that. Otherwise, a good experience!
Jeanne-Marie H.
Rating:
5.0
Customer did not leave a comment.
Daniel K.
Rating:
5.0
Customer did not leave a comment.
Norman F.
Rating:
5.0
Customer did not leave a comment.
GEORGE N.
Rating:
5.0
Customer did not leave a comment.
Pedro G.
Rating:
5.0
Initially, I had difficulty with the app, but, then was able to get everything to work. (probably user error). Thank you - great experience.
DAVID B.
Rating:
4.0
Goods arrived safely. However, I was disappointed in the late delivery and how long it took to get someone on the phone.
Pratik M.
Rating:
2.0
This U-haul U-box service was the absolute worst. I was transferred hung up on and unsatisfied almost the whole experience… With the two dozen people I probably talked to only about three of them were nice and or helpful. My box was “sold out†the night before I needed, despite me reserving it beforehand. I was forced to rent a cargo can in order to hold my belongings, and waste ample amounts of both my time and my friend that helped me. I was told by several managers that I would receive a call back because it took almost 2 weeks just for anyone to locate a box for me, and once my friend went to load it he was told they didn't allow loading on weekends! This was the worst moving experience I've ever had, and about a month of when I was supposed to get my things is when I finally was able to go pick up my things.
Veronica M.
Rating:
5.0
Customer did not leave a comment.
Robert F.
Rating:
2.0
The staff talked about other customers in front of me. The staff used several inappropriate words. My reservation for storage was overbooked and really disrupted my move and plans.
Zachary C.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
NATHAN PAUL S.
Rating:
3.0
Answer the phone and don't but people on hold for long long periods
RANDALL B.
Rating:
5.0
Only issue I had was online I made reservations for a big storage and when I got there they did not have the one I orderd so had to get 2 smaller ones
DAVID D.
|
First Impressions
Rating:
4.0
The horsham pick up location was excellent, the attendant was exceptional, truck brand new and immaculate! Problem is I live in Levittown 35 minute drive to get truck, so it added mileage and gas usage to my already 6 hour trip. 2 locations with in 3 miles of my home!
Robert F.
Rating:
5.0
Customer did not leave a comment.
TOMASZ D.
Rating:
1.0
I will look for a small mom and pop business or shot myself in the head before even thinking about using uhaul again.
ERICA H.
Rating:
5.0
Quick and easy
DANA B.
Rating:
5.0
Customer did not leave a comment.
Paulo S.
Rating:
3.0
The gentleman that helped me is very short and it comes off as rude or annoyed. I went there few months back for storage. The store was closing and he kicked me and another customer out in the nastiest attitude. I work in customer service. If people annoy him so much he needs a different job. By the way I canceled my storage reservation that day ans went with Extra Storage instead where I was met with friendly and helpful staff.
Maria T.
Rating:
5.0
I was pleased with the service that I received from U-Haul on this move. The customer service reps who worked with me were very helpful and attentive to any issues that arose during the process of moving across the country.
Kristen S.
Rating:
5.0
Major U-haul dealer location with lots of trucks, supplies, and storage available. Drop off took no time at all.
Michael P.
Rating:
4.0
Customer did not leave a comment.
Irene G.
Rating:
5.0
Customer did not leave a comment.
JEROMY H.
Rating:
3.0
Rear roll down door was very hard to close in the lock position. Charged a $1.49 per mile is unreasonable. Upon my return I heard that another renter was charged 89 cents per mile. Please explain the inequity.
Lawrence B.
Rating:
5.0
Van and customer service say $19.95 per day for rental and I was charged a $107. tried to give me all kinds of reasons why in the contract blah blah blah make sure you look at the contract 1st it's a bait and switch act
SCOTT W.
Rating:
5.0
Customer Service agent had no knowledge of the requirements of dropping off a one way rental at an alternate location. He consulted with the original pick up location.
roger T.
Rating:
4.0
Just keep the prices nice and low.
Charles G.
Rating:
4.0
Customer did not leave a comment.
Alexis I.
|
Overall Experience
Rating:
1.0
Location rented me a truck that was " downed " by the manager because it was mechanically unsafe and needed repairs. Truck was unsafe and could only drive 15 mph in it. When I picked up the truck the worker gave me 3 quarts of oil with the truck and said that it leaks so just add oil to it. Horrible
LAWRENCE P.
Rating:
5.0
Customer did not leave a comment.
CARL M.
Rating:
1.0
Do not rent from this location! After dropping off cargo van the manager was very rude and Understanding that his fill in employee that signed me up the day prior either made a mistake or out and out deceived me by telling me I could have the vehicle till 600pm the next day! I returned the vehicle 400 pm and he charged me for 2 days! As a disabled veteran and elderly person I feel I was taken advantage of and should get a refund for this unprofessional experience! The manager even was rude while I was standing in front of him explaining what his temporary fill in employee said to me engaged in other customers on the phone And completely ignored me! This is not customer satisfaction! The previous box truck the day before I rented had the check engine light on and this vehicle today had the check oil light on! I'm putting in a formal complaint with Uhaul against this facility and the poor attitude of the manager for his inability to satisfy me as a valued customer! This is not my first rodeo with renting vehicles but it is the first and worst experience I have had! As a veteran also I recommend you take your business elsewhere! I'm also disputing the transaction with my credit card company!
RONALD H.
Rating:
4.0
Customer did not leave a comment.
CYNTHIA L.
Rating:
5.0
Customer did not leave a comment.
Charles M.
Rating:
3.0
Customer did not leave a comment.
Kyle K.
Rating:
5.0
The young man that helped me was so polite and friendly. Above and beyond what I have experienced. His attitude was great and he was very happy. He pulled the trailer out to make it easier on the turn as I was next to the building. He again helped me unhitch upon my return in the pouring rain.
DENNIS M.
Rating:
5.0
Excellent customer service experience and vehicles/products. Keep up the great work!
Gregory W.
Rating:
5.0
N/a
BERTRAM U.
Rating:
1.0
We picked up a truck at Horsham, PA. Dropped it off 6 hours later in vestal, NY. I was charged $452.20 for 6 hours. I tried to edit drop off date on line and couldn't. Associate in Horsham tried to edit the drop off date, but she couldn't either. She assured me the associate at drop off in Vestal could edit the drop off date and price. Vestal associate told me this is standard price. I will never use U-Haul again and will spread the word. Total rip off for having the truck for 6 hours. Rushed to return it before the Vestal location closed on 8/28 at 3:00 pm. Very upsetting.
Arthur H.
Rating:
5.0
Staff very helpful and friendly I would definitely recommend this location to my friends or anyone.
JOHN K.
Rating:
1.0
Check engine light on
Alignment off
Roof leaked on our furniture
Made to go out of our way for pick up then charged per mile
James W.
Rating:
5.0
This location is awesome! It would be great if corpse did not keep someone on hold for an hour to answer a question or to get help.
MICHELLE D.
Rating:
5.0
Customer did not leave a comment.
Kevin L.
Rating:
5.0
You need to refine your system for 2 people as part of the process. I was at one end and my daughter at the delivery location. Every call concerning delivery came to me and then I had to give them her number to call to confirm details regarding the drop off. We can't be the only situation like that!
Sandra W.
Rating:
5.0
Helpful and friendly - would definitely use again!
Kane W.
Rating:
3.0
I made an advance reservation and planned my move based upon having reserved dollies and hand trucks. When I arrive at the store “ they don't have the rental dollies that I reserved available but they do have the same type dollies in the store, but I have to purchase them.
If I cancel my reservation at that point I get charged $50 and I can' t complete my move.
Why did they accept my reservation if they didn't have the rental equipment that was part of my reservation?
The store employees were okay, but I'll be renting from anywhere except Uhaul in the future!
DANIEL C.
Rating:
2.0
The truck I ordered wasn't available at my desired location. I had to travel an additional 30 minutes to get the truck. I also reserved a handtruck; it wasn't available when I arrived. I also pre-registered online but had to wait in a line for 30 minutes with unmasked people. I'll try Enterprise next time. What a shame, I have a business that requires me to rent trucks. This experience really turned me off from U-haul.
Kelly D.
Rating:
5.0
Customer did not leave a comment.
FREDERICK L.
Rating:
5.0
Customer did not leave a comment.
JOSEPH P.
Rating:
2.0
Customer did not leave a comment.
George E.
Rating:
2.0
Rude, sloppy and uninformed
RANDALL B.
Rating:
5.0
Customer did not leave a comment.
jithesh M.
Rating:
5.0
Great experience! Had no issues. Staff was very friendly and helpful. Light the lot better at night.
JONATHAN L.
Rating:
3.0
Sophia was fantastic. The storage units themselves are ‘basic’ with open ceiling structure, meaning mice / rats / bugs from a neighbor unit can easily infest the unit where I stored my stuff. The lights weren’t all working and it was dark in the unit, couldn’t see easily what were were doing. I rated yes to all the question above but would have maybe on most if the choice was avail.
FREDERICK B.
|
First Impressions
Rating:
1.0
Changed location 4 times and was not informed
If I could give less than poor I would
Frank S.
Rating:
4.0
My reservation was for pick up 8/20. The morning of 8/20 I was told my truck did not come in and would not be available until next day afternoon. I spent money having people at my house ready to move and I took vacation day from work. Your job is to have a truck ready on the promised day and the one thing you had to do was a failure.
Adam L.
Rating:
5.0
Customer did not leave a comment.
Roy K.
Rating:
1.0
Customer did not leave a comment.
John M.
Rating:
1.0
There was only a single person working there when I arrived. I'm incredibly lucky that I was the only customer there since I was in a rush to load my UBox and then start driving halfway across the country after already running late due to UHaul's poor scheduling of my UBox.
David B.
Rating:
5.0
Excellent location as far as availability and variety of equipment along with first class customer service reps.
Reserve as early as you can because they tend to empty the yard out every weekend.
PATRICK V.
Rating:
4.0
The ignition is a problem.
Engine sign was on all the time.
Prasad P.
Rating:
4.0
The U-Box I was issued had a missing clip in the back left so that ratchet straps could not be used to keep the furniture from shifting. The mover who picked up the box did not know this until he began loading so there was no way to get a different U0Box. I also received only 12 pads instead of 24, despite asking in person the day before the U-Box was picked up. Consequently, there was some damage to the furniture, which could have been avoided with more pads and the use of ratchet straps.
U-Haul should be sure that the boxes are in good condition and have the sufficient number of pads. Always double check before giving the U-Box to the mover or the customer.
Nancy S.
Rating:
5.0
Keep it up the great services.
RAJ B.
Rating:
5.0
Excellent service
NOBY J.
Rating:
5.0
Our other moving plan fell through. Horsham uhaul saved the day. We were able to purchase the electric kit for the trailer lights, get same day appt for installation, and drive away with a same day appt trailer. Thank you so much! The only request would be a little more lighting on the parking lot. We could see with cell phones to unhitch the trailer but uploading the photos of where we parked at 2am were dark.
CALVIN W.
Rating:
3.0
The ppl at that location is nice…but customer on the phone wasn't help at all
Jacina M.
Rating:
3.0
Improved service by staff
KWAME D.
Rating:
5.0
Customer did not leave a comment.
Howard T.
Rating:
4.0
Everything as far as equipment was great. I got there and signed in and everything went ok.. the truck was in parked in between two other trucks tight and I had to back it out myself trying not to hit another truck.. otherwise great equipment
Derrik R.
Rating:
5.0
Customer did not leave a comment.
JAMES F.
Rating:
3.0
Customer did not leave a comment.
Brian F.
Rating:
5.0
Customer did not leave a comment.
Dawn K.
Rating:
5.0
Truck had issues with the key not turning to start the Truck. Had to move the key around ... sometimes for 5 minutes to get it to start.
JOSEPH K.
Rating:
4.0
Customer did not leave a comment.
Kevin H.
Rating:
5.0
Customer did not leave a comment.
Patricia R.
Rating:
3.0
My rental truck had over 15 different damage markers (the circle sticker with an X) from previous issues with customers. The lock that is meant to keep our belongings safe had a hole drilled through it making it nonfunctional. It was a bit scary having a run down rental truck
James N.
Rating:
3.0
Lot was in disarray. Didnt know where to drop the trailer (not clear on the lot, unorganized seeming). Stood in line for 25 min while the 2 workers were swamped on a busy sat morning. Excellent service, but seemd understaffed for a place that can see how many reservations are scheduled that day..
Mark J.
Rating:
5.0
Thomas was professional and very helpful. I always go here for trucks and trailers.
Thomas M.
Rating:
5.0
Customer did not leave a comment.
James R.
Rating:
5.0
Entire staff was friendly and courteous!
CATHERINE G.
Rating:
5.0
Do nothing...Everything was just right!
Kim L.
Rating:
1.0
Get better knowledgeable and courteous employees!!! Was promised a discount didn't receive !!! Was lied to was rude too!!! Was overcharged!!! A NiGHTMARE experience!!!! Will NEVER use Uhaul again and will make sure to tell everyone I know yo never use them as well !!
Sandra A.
Rating:
1.0
Still trying to resolve a cost issue. Quoted thru the on line system at $152.12 Up charged an additional $54.59. Online customer service said they take care of it an offered a reduction of $30. That is not acceptable. I expect the quote to be honored. I fulfilled all parts of my contract
ROBERT H.
Rating:
1.0
Customer did not leave a comment.
Grace G.
Rating:
5.0
The unit Size I needed was not available
juergen s.
|
First Impressions
Rating:
5.0
Continue the personable and positive customer service. The men helping me were kind and ensured that I understood the contract and the truck I was renting. They were the same.when I returned the truck. As a woman who has never rented and driven a truck, I was appreciative of the positive responses and support.
Sherry C.
Rating:
2.0
Hire and tran competent staff.
Stop cheating on return by claiming inaccurately low gasoline levels
JUERGEN S.
Rating:
5.0
Fix gearshift locking mechanism.
Kevin F.
Rating:
5.0
The only issue was that my daughter's contact information at the destination was lost so all communications ended up going through me even though I was 900 miles away.
James C.
Rating:
3.0
Customer did not leave a comment.
Martin K.
Rating:
5.0
Customer did not leave a comment.
ROBERT A.
Rating:
1.0
First off I made a reservation 2 weeks prior. The day came and I was suppose to pick up at 7 am. Waisted an entire hr luckily the manager came in early and helped or else I would have had to wait till 9am when they opened. Then had trouble on the computer getting my storage unit. The people their are alright they just need more training. Last the storage has no elevators. Only stairs👎👎👎✊
Carlos E.
Rating:
5.0
Customer did not leave a comment.
Edward T.
Rating:
5.0
Customer did not leave a comment.
Edward D.
Rating:
5.0
N/A
Malcolm H.
Rating:
5.0
Customer did not leave a comment.
Nicholas M.
Rating:
5.0
michael the General Manager at Horsham location was very helpful and patient even though he was short staffed.
STEVEN J.
Rating:
5.0
Process was easy. Truck was clean and ready on time
Lynn J.
Rating:
5.0
Customer did not leave a comment.
NINA S.
Rating:
5.0
The staff was always helpful. The facility was always well maintained!
gloria m.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Emmett A.
|
First Impressions
Rating:
2.0
Customer did not leave a comment.
Guy D.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
DONNA A.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Nancy W.
|
First Impressions
Rating:
5.0
The area was always clean and a year later my furniture looks just as good as it did when I moved it there. I highly recommend uhaul in Horsham PA!!
tom z.
|
Overall Experience
Rating:
1.0
Reaching representatives in the office has been a nightmare.
I’ve been told on three different occasions that my UBox would be there and it wasn’t.
Found my UBox at another location and it’s been unlocked.
UBox still has yet to be delivered to the location so my rented unit sits empty.
Reps are nice once you get hold of one but all the information fed is untrue.
Aaron F.
|
First Impressions
Rating:
1.0
Customer did not leave a comment.
Peter c.
|
First Impressions
Rating:
3.0
I was promised a refund for the unused portion of my monthly rental when moving out and vacating the unit on 4/11/2021. I have not seen that refund and it has been over a month of waiting. Can someone please help me get the promised refund as promised? I was formerly in Unit# 2046 at your Horsham facility. I spent over $4,000.00 dollars moving to Florida using a U-Haul truck and was happy until promises were broken on the refund.
JAMES T.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
SCOTT A.
|
Overall Experience
Rating:
5.0
Everything was perfect. The staff friendly and helpful. Thank you.
PATTY H.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
jane t.
|
Overall Experience
Rating:
5.0
I had a very good experience renting from U-Haul Horsham. Staff was friendly and helpful. Facility was kept clean and well lit. The only downside was the sliding door (#12 door) to the storage units was often in op forcing me to walk around to get to my storage unit. More regular PM of this access door would prevent this, imo.
Anthony J M.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
barbara s.
|
First Impressions
Rating:
5.0
Great experience! Staff was friendly and courteous, location extremely convenient, and facility very clean and easy to move things in and out.
Kyle P.
|
Overall Experience
Rating:
5.0
Super easy, and everyone was helpful
RYAN S.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
HOPE C.
|
Overall Experience
Rating:
5.0
Friendly and accommodating staff.
Ronald W.
|
First Impressions
Rating:
2.0
I have never had such a bad experience and paying so much a month. If I was not pregnant I would have moved storage facilities. You never knew if the card would read and open the door. Sometimes the doors were locked during operating hours. Other times one door wouldn’t work and you were stuck using a small entrance door. I could never pay my bill online because my info was incorrect and I had made multiple attempts to correct it and got no place. There was a time I went to pay my monthly rent and I was told the person did not know how to use the debit payment method that I needed to come back and then they wanted to charge me a late fee because of their own employees fault. With this storage facility it was always something and I would not recommend it.
alicia b.
|
Overall Experience
Rating:
5.0
We came by right before closing, it was freezing and snow on the ground, after driving 3 days. The guys were amazing! They said we could park the truck in the lot and unpack the next day. I started out with one storage unit and whenever I needed another I simply asked and they were able to find me one close. Amazing service, wonderful people, clean and ready to access location. Thank you for making this move easier!
lisa r.
|
First Impressions
Rating:
3.0
First of all when I go to my storage the main light goes out after a certain time and I have to go back and restart the light. Also I had moved out and told them that I was emptying out my unit and when I told them that everything is out and cleaned the person told me that everything is okay no payment. Then I was billed for December of $191 I called and was told that I will be refunded and it will be in my checking account in 3-4 days. That time period went by and no refund came in so I went to the Horsham location and at first I had a hard time with the person on the counter ( I was in a middle of moving out which during that time frame I left some items which I took my lock with me to use at the storage facility. Which they had placed a lock there that’s no problem I was glad that they did that.) I had the manager to go and opened the door. Well when I was talking to the person about it she said that I had left it in a trashy condition which I told her that the manager went with me to open the door which I had emptied and swept out and cleaned the unit. She told me that the person that I was talking on the phone was terminated on that day I didn’t believe that. She told me that I will be getting a refund but it will be another 5 days which had frustrated me a lot. She wasn’t look concerned about the situation .
Thomas H.
|
Overall Experience
Rating:
4.0
A commendation to the front office staff is warranted. Their helpfulness in maneuvering the moving out process was especially appreciative. Thank you.
jane t.
|
Overall Experience
Rating:
4.0
Only complaint is that I was unable to contact the facility by phone. Always transferred to the Call Center. Even the Call Center was unable to contact the facility and sent a message to the facility to call back. Have not gotten a call back. Email message was sent to my son and when I replied back to the email address it was sent from, I got a message that it was "Undeliverable".
michael m.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
michael m.
|
Overall Experience
Rating:
1.0
My experience with Uhaul both storage and truck rental has been the most atrocious experience I have ever had with this type of service provider.
I would never recommend this to any friend in the current state of things.
Steven R.
|
First Impressions
Rating:
5.0
Thank you! Excellent service!
andrea r.
|
Overall Experience
Rating:
5.0
Staff members are professional, courteous, competent, and helpful.
Valarmathi T.
|
First Impressions
Rating:
5.0
Your employees were very helpful and easy to work with. The next time I need storage, I'll be coming back to U-Haul
Laurence N.
|
Overall Experience
Rating:
5.0
Helpful
Emad A.
|
First Impressions
Rating:
5.0
Friendly fast & easy well kept and well lit
Crystal M.
|
Overall Experience
Rating:
3.0
The initial people I dealt with were okay, not so friendly. The current one is not very customer focus. Her idea of a greeting is what do you want? It appeared you guys hire the cruelest people in the area.
Louietta J.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
CARROL W.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Elizabeth A.
|
Overall Experience
Rating:
5.0
Everyone was friendly, helpful and professional. Thank you all.
Marie H.
|
First Impressions
Rating:
4.0
Clean, climate controlled units, pleasant sales associates. Only downside was no lighting inside individual storage unit to locate items when necessary to retrieve.
kathleen r.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Dawn M.
|
Overall Experience
Rating:
5.0
Service was great.
Thanks!
August R.
|
First Impressions
Rating:
3.0
Sean was very helpful!
Jenna Y.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Lee S.
|
First Impressions
Rating:
5.0
The move-in process was seamless. Brian explained how everything worked and then showed me to the unit. Went back into the rental office expecting to pay but then found out the first month was free!
Laura L.
|
First Impressions
Rating:
1.0
This facility had false representation on the website and I felt as though it was a "bait and switch" which is illegal. The employees saw this also.