Shane and all employees were very helpful. I recommend this uhaul to all my friends. They do an excellent job.
Michael B. | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Lancaster
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.
I talked to a lady to have my brother be able to come up and pickup this uhaul. He gets up there after i talked to the lady she said I already set up everything I would not need to be there and my brother could rent it if he's of age and all that which he's 50 yrs old...he gets up there and the kid is new. Everything changes. Cannot use my reserved spot that I had reserved and paid for because I'm assuming this new kid couldn't figure it out or can't call me? ILL NEVER USE YOUR SERVICE EVER. ILL RENT THE MOST EXPENSIVE VEHICLES BEFORE I EVER DEAL WITH YOU IDIOTS AGAIN. THIS WAS SUCH AN IMPORTANT THING AND TIME SENSITIVE BUT YOU MESSED IT ALL UP. IM SO UPSET AND FROM WHAT I HEAR YOUR ALWAYS THIS DISFUNCTIONAL AND IGNORANT.
Evan B.Fast and easy pick up and drop off, price was reasonable as well.
Joseph B.Nicest location and most full service UHaul location I have ever seen.
Samuel W.None, pick up was smooth drop off smooth
Clyde K.Pickup took close to an hour. When I made a reservation I booked a specific drop off so I could save $40, but I was told there was an issue with their computers and I could no longer drop off where I made my reservation and had to drop off at a different location and had to pay a higher rate. I believe the people working the desk were brand new and messed up my reservation.
Dakota F.Truck had stuff all over the inside windshield and windshield wipers was in dire need of changing and they didn't have the gas correctly marked when I got in it..it was less then they said and it kept telling me to service stabilityteck...
Victoria W.Easy one-way pick up routine
Andrew S.Staff was in a hurry to get out since it was the end of the shift and the man didn't tighten down the rope over my tire and it came off during the trip. I got a low tire which blew on the truck. Then when I called u haul and sent pictures of the tire on the truck, they sent the wrong tire for the auto transport trailer. So I had to wait another hour and a half to bring the right tire. Then the man Changing the tire said I had a break line leak. So then I had to transfer everything the next day into another truck. I had to keep walking up to the office for help and took an hour to get some one to remove the auto transport from the truck for the movers. Then the new truck, had no gas in it so I had to get more gas out of my pocket.
Kristi W.Very patient and helpful even when I had run into issues and had to postpone multiple times - really appreciate the help, info and after hours drop... Thank you!
LAUREL B.Please hire some more staff so that customers can be helped in a more time fashion. These poor people are greatly overworked!
RICK B.Check all safety check points. Tire pressure was 20# in one tire of car hauler. 60# other tire. We're self sufficient, so we were able to remedy the issue. Cab of truck had dog hair all over both seats - not good when you're allergic. Store is way understaffed. A lot of wait time, even for simple transactions . Employees seemed very disgruntled which I'm sure this is all due to being understaffed, underpaid, and under appreciated. Above management issues.
Susan R.The A/C was not working on the truck I used. I learned this after leaving the location. I reported it to the location. They stated all of their trucks were in use. When I returned the truck the employee who checked me in provided a discount for the inconvenience.
Kris S.This is my local Uhaul location and they had called me the day before I was to return the tow dolly to see if all was well and would I still be delivering the unit on time. I let her know I would be returning it that night which was a day ahead of my return date. She gave me clear instructions on how to make an afterhours return. When I got to the return facility signs clearly identified the equipment drop off area which was in the dry on concrete with trash cans, windshield cleaners, and paper towels. It had excellent lighting and was clean.. I got a thank you call the next day and confirmation of my return.
EDDIE B.Truck was clean
Derek K.Both pick up and delivery interactions with staff were awesome! Super friendly.
Tad L.I was never provided the dolly or furniture pads
Zijun L.Air conditioning was not working, notified the employee at this location and he said there was nothing he could do. We had a 3 hour drive in this thing and it was above 90 degrees that day. The truck also was not in great shape mechanically. It got us there and hauled our stuff so I guess that's ok but I am not impressed. Will go to Budget next time I need to rent a truck.
Kimberly H.Guy at front desk that checked me in was excellent. Deserves a raise is possible. I never rented a vehicle in my life. He walked through the whole process was genuine and made the experience enjoyable and last able. Tell him thank you.
Noah S.I was in contact with uhaul. I have had nothing but trouble. Last week when I rented uhaul. They charged me for trailer and truck several days although truck was returned. This time we had a half load left to unhaul and we planned to drop off uhaul Wednesday night after getting off work and the battery or something was dead. I called uhaul and they said they would send a driver and they never did. We waited til 130am. So the next day I called and they told me they repoed it with our stuff still in
lana L.Brianna was pleasant and very helpful.
Michael W.Management change has made some significant differences in this place of business. We were clients of up to 3 large units for 9 years. Place used to be not kept very well, we found evidence of mice infestation and had to discard a bunch of possessions in our upstairs units last year. There was also a roof leak that caused damage to some of our things. When reported, we got kind of an attitude of "oh well". Things have changed for the positive, but your prices have driven us away.
CAROL B. | Overall ExperienceThe team here is very helpful and everything operates very smoothly. Glad to have a quality operator running the business here in Lancaster, Ohio!
CHRISTINE S.Nothing. Everything was good
Patricia M.The experience and pricing was very good! I would say the particular vehicle I drove seems like it was on its last leg and just wasn't my normal experience of very well maintained vehicles by U-Haul. I think at some point it's time to put that vehicle in retirement after hearing that engine struggle and the noises it was making.
Seth S.We have always been treated well and the staff was very helpful.
robert v. | Overall ExperienceThe process was easy and employees very helpful.
TIMOTHY E.When picking up we waiting 5 minutes at the front desk before anyone showed up to help us. I understand being busy or short staffed, but that was the only issue we had. Everyone was friendly when we did get help.
Trev W.I was promised two different trucks at two different prices for 25 hours. I was charged 69.00 and had to return it by 6 pm
sheally P.Was charged twice not realizing my wife had paid on line I automatically paid again when ask to pay but some how your employees weren't competent enough to see I had already paid. Which I questioned before I left that I think my wife had already paid….employee then says he's confused and doesn't understand…..dude it's right infringe of you that I paid twice…..wait till after holiday called you told another employee what happened said a manager would get ahold of us and that's been 2days ago….
Chris H.It was all good
FRED S.First phone call the clerk hung up on me. When I got there the other clerk was very nice and helpful.
Sharon C. | First ImpressionsMy only complaint is when we opened our unit to clean it out birds had been nesting in it. There was dead birds, nesting and bird poop everywhere. My family and I ended up get sick from it. So I told them to warn the next rent that birds get in.
AMY B. | Overall ExperienceThe staff members that helper were very nice and made the process a breeze!
Judith C.The process was very easy.Good friendly service. Price was reasonable.
Allen L.I originally tried renting a unit through your international office. Very frustrating. Your office was clueless (and rude) as to what and where units were available. Not getting the right help or information, I then ended up going to the physical location where fortunately Shane Pierce helped me. Shane really cares about his customers. I ended up needing 5 units for 8+ months. Thanks to Shane it was a stress free experience.
Linda R. | Overall ExperienceInterior of truck was very clean but the windshield had wiper blades that were dry rotted and had left scratches all over the windshield. No walk around was performed to ensure all damage was already noted and I found multiple damages on truck that weren't marked.
Dennis M.I reserved a 17 ft truck 6 days in advance and the morning before, I got a call saying they didn't have the 17 ft truck I reserved but had a 15 ft truck, I said ok I'll take the 15ft. Later in the evening before my reservation date again I got a call saying the 15 ft truck didn't have a working AC. No credit, no apology except from the nice young lady that had to call with the bad news. What's the point of making a reservation??
Brenda S.Make sure you reserve the right vehicle that the customer asked for.
charlotte D.Great customer service.
Andrew E.Figure out the glitches with the “find my location†for auto-checkout.
Linda R.The truck shook from the moment I started driving it till the end of the trip. It most certainly DID NOT drive like a van! I will have to do some sole searching before I consider booking again with Uhaul
Chris C.I can't think of anything that needs to done! Friendly, knowledgeable, pleasant and proficient -what else could you ask for??
James M.Provide a stool for short people.
Susan M.Staff was very friendly. They were honest and up front about damage to the vehicle.prior to me taking possession of it. Easy return process. Thank you.
Arthur K.No issues good service
Paul A.Fast friendly service. Definitely recommend to anyone!
JOHN P.Was not allowed to do mobile check-in, had to wait 30min in line to pick up vehicle
Justin S.Nothing! My visit was excellent!!! Dealt with 3 different people on my time there all were nice polite and professional!!
ERIC W.Scheduled a truck for pick up with some boxes. Wasn't told to grab the boxes when we picked the truck up. I figured the boxes could be in the truck when we acquired it. But found out there weren't any, so that was $12 wasted. Rest of the process was pretty smooth, but the box thing kinda soured it a bit.
Patrick S.Return after hours and no contact with other people or anyone.
Davod D.I DIDN'T LIKE THE FACT THAT 2 MONTHS OF RENTING THE UNIT MY STORAGE FEE WENT UP $10.00. THIS IS THE REASON I MOVED MY STUDF TO A DIFFRENT STORAGE PLACE. BUT THANK YOU FOR THE TIME I WAS THERE.
Donald M. | Overall ExperienceVery good people to work with!
Laura B. | Overall ExperienceStaff was very helpful and quick to help me get my Camper parking set up.
Jennifer K. | First ImpressionsThe automatic doors to get in and out seemed to have issues often- I was there two different times and had to ask for help with the card to open the doors
Barbara S. | Overall ExperienceShane even remembered me and my good payment history after I had been away for a year. Also I noticed that he diversified his staff. He is a good manager.
delphina n. | Overall Experiencemy furniture was damaged by leakage on the floor. the staff is helpful working theough it but havent yet resolved.
larry m. | Overall ExperienceStaff went above and beyond to help me the 2nd time I was there.
Charity T. | Overall ExperienceNeed to train employees how to greet customers and to be helpful toward them. The Lancaster unit has rude employees.
Molly E. | Overall ExperienceI rented supposedly the only unit you had available that was allegedly 6 feet in height. "Split level" storage. There was a pipe/sprinkler head going through it so no way could it be 6' of storage in height. The day I rented it there was another customer screaming and ranting with another customer I thought someone was going to be killed. I just shut my unit and left and never went back until I got what little I had out. Did not feel safe there. The hallway where my storage "closet" was housed was so dark you had no light inside the unit. Every time I went there the automatic entrance doors to the storage unit were kept open also so not very secure.
SUSANCHRISTINE M. | Overall ExperienceOnly issue was with Uhaul Corporate Customer Service when canceling my unit
Matthew H. | Overall ExperienceIn the 5+ years we used the storage the swipe card hardly ever worked and we had to get office workers to let us in. This was annoying
WILLIAM K. | Overall ExperienceCould not see in unit. No lights. My furniture was covered in mold had to throw it out.
KENDRA C. | Overall ExperienceThe cusomer service representative Shane actually remembered me & remembered my months of timely payments & clean departure even though he only met me one time back in 2020 when I paid for my unit.
delphina n. | First ImpressionsWorked with Shane. Absolutely fantastic. He is why I will keep coming back to that location
Jerry L. | First ImpressionsThe move out date was on the 15th not the 17th. I cleaned and moped the unit myself for the next occupant. The unit moved to from 1323 was dirty ams not well maintained. I have been trying to get one of the biggest units uhaul has instead of three individual ones and paying 400 a month but always told none is available that offer electricity with them. I have paid out alot of money to u haul using the storage and moving trucks and van without any comprise toward the cost of my units or on the trucks. I'm not especially happy with this company for the way things are done or handled and the customer goes above and beyond to try and accomplish what they need from this company. It should be this company doing it for the customer. Not enough employees to cover issues, customers always having to wait, phones not being answered hardly ever. No accomedations for what the customer is looking for. Unable to directly speak with someone from a corporate stance who can deal with the issues. Just overall problems that should be adressed and worked on. Staff is over worked and not allowed enough time to interact with the customer to full fill their needs and wants. Due to lack of people, guidance and training. These issues should be addressed asap as well as accomidating what the customer needs. Call backs from a message left at the uhaul on an issue would.be a good start.
JACKIE L. | Overall ExperienceShane was the bees knees, shop is tip top, down to the brand new rental truck keys. Bling bling! O’ Diam is a hitch slayer, kills everything w ease. He might have 99 problems, but a hitch aint one. Hit me! Fr fr!! My concerns w storage are non existent. Homegirl Claudia has that side of things on lock. Literally! She da best! Like DJ Khaled says. She’ll tell ya “we da best”. Teamwork all day.
Nathan P. | Overall ExperienceCharged me a whole months rent for just 7.5 days. I always payed on time. I had a family emergency the middle of July had to go out of town.
Lisa V. | Overall ExperienceThis is a great facility to use especially when you have unexpected storage needs arise such as a death in the family. It is comforting to know the security and safety of your items that are stored. Very convenient to use and everyone has been wonderful to work with. We would highly recommend this storage facility.
Christy G. | Overall ExperienceI only used it for five days I should of got some of my money back I didn't have for the whole month
mark w. | Overall ExperienceManager at location was very rude and unprofessional,
Joseph S. | Overall ExperienceThe man that took care of me was awesome
mark w. | First ImpressionsThe employees have been excellent….
DAVIA B. | First ImpressionsThe staff and managers at both the new Richmond location and Lancaster Ohio location went above and beyond to assist me.
GAYLE B. | First ImpressionsStaff was very helpful & facility clean & organized. This is a great location for rentals, supplies & storage.
Laura T. | First ImpressionsWas very pleased with the customer service and explaining everything into full detail!!!
Brenda M. | First ImpressionsThey did not have my unit still available. Gen manager gave me smaller unit and promised to transfer my unit to one I reserved with 1st month free when one comes available.
Tracy S. | First ImpressionsA new employee by the name of Michael helped us. Very professional, friendly, gave us his full attention and made us feel very comfortable. Bought more moving boxes. He is a keeper. During these times it is hard to find reliable etc. people.
Susan W. | First ImpressionsAttendant (Emily) was professional, proficient, very helpful and friendly.
Mark H. | First ImpressionsEmily was the best! On one of my worst days! Thank you.
Jennifer H. | First ImpressionsYou have the best manager at this facility!! Everyone is is very helpful and friendly.
madel o. | First ImpressionsWe had very friendly service and thought the storage facility was excellent. We only needed a unit for a couple of months while we were in the process of moving and the experience was very pleasant.
Lisa M. | Overall ExperienceSold my unit is why I no longer have an account, but I will use their service again should I need storage. Highly recommend this facility.
Peter J. | Overall ExperienceVery helpful in a moving situation where something always goes wrong. More than made up for the mix up.
Gary M. | First ImpressionsI don't have experience with another company to compare to so I'm not sure how to rate. My experience with everyone i have talked with at "this location" has been great however my initial booking was done through someone who answered the phone outside the location - customer service i guess..... and she booked me with something that wasn't available. Had I not called later and spoken with people on site i would have not had storage on moving day and would have never used uhaul again. Again, not the fault of the people at the location but maybe in the bigger uhaul network.
Lori B. | First ImpressionsI have rented from UHaul for over 10 years! They have provided excellent service and good pricing. With other storage units, it was always a concern to have someone check on the unit to make sure things were ok, NEVER did I worry about these storage units!! I was very content knowing my belongings were safe and protected with a good security system..
ERIC W. | Overall Experience