Customer Reviews for U-Haul Moving & Storage of Lancaster

Rating:

5.0

Great full service facility and excellent staff.

Rating:

5.0

Quick in-and-out service.

Rating:

5.0

Great service. Although email notifications can be confusing at times with conflicting information.

Rating:

5.0

We were totally pleased with the entire experience of using U-Haul for our recent move.

Rating:

5.0

I don't remember the name of the girl I talked to, she was really helpful with what I needed for the move I was making. Thank you again.

Rating:

3.0

I wouldn’t recommend U-Haul in general to a friend based on my overall experience. My reservation was mysteriously cancelled the evening we went to pick up the truck and customer service said the best they could do was pick up the following morning (when we were supposed to be moving) and a much bigger truck than we needed. When we went to pick up the truck, we were told that the customer service rep could have just had us pick up there the same night. Because the truck was so big and we were driving it in a city we were unable to love some things due to the truck not fitting down streets.

Rating:

4.0

Never explained that I would be getting an extra charge for returning trailer an hour late which I did not know was an hour late from the email from u-haul or the pick up location.

Rating:

5.0

I rent trailers from this location all the time and the customer service is always excellent, however there was an issue with the trailer I rented. Upon returning the trailer, the employee noticed that one of the tires was almost completely bald on one side of the tire. Fortunately I did not have any issues on my trip and the tire held up until I returned the trailer. If this tire would have blown, this could have been a huge problem for me with regards to safety. I never have had an issue before, but now I will be checking all the tires to ensure they are in proper operating order before I drive off the lot. I would expect the tires to be an item that gets checked at every uhaul location since I know that these trailers get picked up and dropped off at multiple locations all the time. I am a huge supporter of uhaul and recommend people to rent trailers from uhaul all the time. I know things get overlooked sometimes but this needs to be addressed so that this doesn't happen again to someone else because the next customer might not be as lucky as I was.

Rating:

5.0

Go U-Haul!

Rating:

1.0

I had a very pleasant experience with everyone I dealt with onsite, and I want to make it clear that my concerns are not with the staff or the customer service I received. My frustration is with U-Haul’s policy regarding storage unit locks. I find it difficult to understand why customers are required to purchase and use a specific U-Haul-approved lock, particularly when U-Haul also requires customers to obtain their own insurance and limits its liability for the contents of the unit. What is even more frustrating is that, despite there being an additional available location on the door for another lock, I am not permitted to use a second lock of my own choosing for additional security. From a customer’s perspective, these policies seem contradictory. U-Haul does not want to assume liability for the customer’s belongings, yet at the same time dictates both the type of lock that can be used and prevents customers from adding an additional layer of security at their own expense. I have no issue complying with reasonable security requirements, but preventing a customer from supplementing the required lock with an additional lock of their choosing seems unnecessary and unreasonable. This policy should be reconsidered

Rating:

5.0

Personnel were friendly and helpful. Location and equipment were clean and well maintained. I would definitely use and recommend this location.

Rating:

5.0

Great service provided by Wesley; he is not only extremely helpful, he knows the system. You are very fortunate to have his caliber on your staff!!

Rating:

3.0

Verify gas is where you think it is before customer drives off the lot it should not be my responsibility to prove you guys messed up. Also the air conditioning did not work. Not a big deal for small town driving but if I had a 2 hour drive I would have been upset.

Rating:

5.0

Staff was super helpful and polite. Made all of our needs feel like a non bother and minimal. Made every step super easy.

Rating:

5.0

Great customer service and helpful staff.

Rating:

5.0

It's all good. Very good service.

Rating:

1.0

I reserved the truck by phone. I got a call two days before my rental to confirm the pick up location. No one ever mentioned having to do everything on my phone the day I picked it up. The woman at the pick up location was not helpful at all and just kept telling me it was all online.

Rating:

1.0

Upon receiving my reservation confirmation (I reserved online), a follow up email was sent to me by U-Haul requiring me to download the app and use it. It stated I had to use the app to rent the truck and that interacting with a person was not an option provided. Upon arriving to pick up my rental truck instructions on the app did not make sense. I needed to go to the customer counter for assistance. I shared the conflict in instructions to the U-Haul employee and was told 'This is what happens when technology is used to replace employees. I should expect this type of service more and more. We only have two people at the counter.' Also, I had ordered 12 packing blankets which were not in the truck. The lot attendant directed me to pull to the service door containing the supplies. He further instructed that once I pull up he would open the back and throw them in so I can be on my way. Once I arrived at the destination I was moving from, I learned that he had loaded a hand truck (which I did not reserve or need) and had not loaded the moving blankets.

Rating:

5.0

Nothing I can think of. Good experience overall.

Rating:

5.0

Had an opportunity to work with several members of the staff, and everyone was great. Very helpful and patient with my many questions and requests.

Rating:

5.0

Incredible customer service! Dropped off the trailer in the middle of a down pour. Staff came out unhooked the trailer and took great care of us. I cant say enough how nice the man was.

Rating:

5.0

Your staff was wonderful!

Rating:

3.0

The pick up location was moved. I received a text message stating I'd receive an extra 25 miles. The extra mileage was not reflected at drop off and I was charged an additional fee for a mileage overage.

Rating:

5.0

Usually use U-Haul east Petersburg This location better, cleaner and staff more professional and efficient and friendlier

Rating:

5.0

thanks

Rating:

4.0

They made me stand in the rental office and use the app on my phone to complete the rental instead of completing it for me. As a 65 year old man who is technically challenged I found this procedure cumbersome. The dolly and blankets you attach to the interior of the truck are in the way all day long. Other than these two items everything went well and I thought it was a good value.

Rating:

5.0

All great

Rating:

1.0

This location was very confusing. There was a note on the door saying all pick ups are done via the mobile app. Despite me already pre-registering by sharing my drivers license, I still had to go through the process all over again. It was difficult to find the truck without asking someone for help. This process needs people to check you in and guide you. I am a tech savvy person and I even struggled with the process…it took me 45 minutes to pick up the truck when, in the past, has taken me 5 with a clerk’s assistance.

Rating:

5.0

I don't think there's anything you could do.Very well, run.Place very knowledgeable people

Rating:

4.0

Great , I was so impressed with the shop and all you have to offer Love the security You guys can get really busy out there !!

Rating:

5.0

Prompt, kind, and efficient service, with the least hassle I've ever had at a U-Haul location in 20 years of being a customer.

Rating:

5.0

This place was fast, clean and well staffed. Frankly unlike other locations local to me. Will return to this location if I need to rent a truck or trailer again.

Rating:

5.0

Easy, quick, super expensive if you’re traveling out of state. But the team, vehicles, atmosphere, location is 5stars. Price is what it is. No stress, hiccups or issues.

Rating:

3.0

Email sent me to the wrong pick up destination....luckily it was only a few miles away from the pick up destination....then the registration was using my wifes contact number even though I registered my cell phone as contact...only took agent a few minutes to fix....

Rating:

2.0

Staff here is horrible always had an attitude. My auto pay never worked properly.

Rating:

2.0

I would like to speak to management. My comfort email sent us to one address and when we got there, they said the email was incorrect and we had to spend money to get to a different location to pick up the U-Haul. The u-haul was NOT clean. It had food remnants and crusted dried liquid from random drinks in the cup holders. There were also used dental floss pics sitting around.

Rating:

5.0

Great service 5 star

Rating:

5.0

My first time using this location. It is now my go to rental location.(sorry East PetersburgL

Rating:

5.0

Staff was helpful and professional during both move in and move out. Thank you!

Rating:

5.0

Fice star excellent service

Rating:

5.0

The best experience I’ve had had with storage you guys were excellent and I would definitely recommend you guys to anyone

Rating:

2.0

RV storage says it has power but only has power 2 hours a day. That was not communicated until after renting the space. Thought I was paying for a space with power.

Rating:

5.0

Tawnia was fantastic. Very kind and patient - walked me thru the whole process. Sprinter van was immaculate and exactly what I needed. The facility was clean, efficient, and very impressive. Didn't get the gentleman who handled my return but he was just as fantastic. I rate the whole experience 10 out of 10!!!

Rating:

2.0

The only negative thing about this rental, is when I dropped the trailer off at the location in Lancaster, PA, they took the cotter pin out of the pin for the receiver for the trailer hitch. It was missing, and I was lucky the pin did not fall out. Not sure why that happened, but it would be nice to get the cotter pin back.

Rating:

5.0

Jermaine was very helpful, thanks so much!

Rating:

3.0

Battery died when we got to our first location and needed roadside assistance. The lady at the front desk of the Uhaul store was rude and more focused on her cell phone then helping customers. She seemed so upset when we asked for help because the app wasnt loading.

Rating:

1.0

The Blind spot monitor system and the Parking Assist system as well as the hatch door locking system all do not work. The manager was called and basically said take it up with the 800 number. Really that just poor customer service! I will probably call capital one after I see Lexus first thing Monday morning.

Rating:

1.0

Make sure the person who helps you actually listens to how many miles you ask for so you aren't charged a $80 per mile because they put in the wrong thing

Rating:

5.0

Great facility! Definitely recommend.

Rating:

1.0

Tawnia just had an attitude and no interest in being accommodating or helpful. Its kinda weird to not explain anything and just assume we should have a card on us to put a $90 hold. Also think the pricing of 1 hour 25 minutes with 35 miles used for $78 is insane but hey

Rating:

4.0

We have dealt with Uhaul before at other locations and have not had a good experience. We have not used U Haul in a couple of years due to that. We thought we would try you this year and found we had a very good experience. See you next year

Rating:

5.0

Tanya was fantastic! We lost our keys in truck although not visible, she went to do a thorough inspection with success. Was pleasantly willing to help. Thanks Tanya and Uhaul made this a great experience.

Rating:

5.0

The young girl we processed my equipment return was really understanding that I was 2 hours late and did not charge me an extra day. I was reallly appreciative and impressed with her professionalism.

Rating:

3.0

You're asking the wrong questions. I had an overall horrible experience because of the forced use of a mobile app because of faulty systems on the web and mobile app with booking which allowed me to book for a truck that doesn't exist in another location but refused me to book from location that had the truck that I wanted. Overall it was a disaster other than the truck itself which was fine. You have a lot of work to do with customer service and with your approaches and methods. It's hard for me to have any frustration with the employees. However the overall approach to how you do business is absolutely terrible I need so much work and I would love to talk to anyone who would have listening ears about improvements you must make!

Rating:

5.0

Although my circumstances changed, the facility and staff were professional, courteous, and helpful.

Rating:

4.0

The AC was not working, fix the AC.

Rating:

5.0

Extremely friendly staff. Answered every question with a smile.

Rating:

5.0

Staff was very helpful. Easy transactions, both pick up and drop off.

Rating:

1.0

Customer service isn't the best three people were working , one person was helping someone and the other two just ignored my fiance and I. Also got charged an extra $300 for bringing the truck to a different location when I told the gentleman we were moving from Lancaster to East Stroudsburg.

Rating:

5.0

Nothing at this time. Everything went well.

Rating:

3.0

The Employee checked lights after he hooked up trailer. I put on brakes and turn signals. He said they all worked fine. I then pulled around and decided to go in the U-Haul store and get a lock. After I bought a lock I decided to double check the lights. Turns signals did not work. Employee must be blind. He replaced a 3 foot piece of wire quickly and I was good to go. Good thing I double checked.

Rating:

5.0

Excellent customer service and equipment... thank you! Mike Landisville, PA

Rating:

5.0

Kind, professional employees.

Rating:

5.0

The staff was very helpful and understanding the customer service was excellent

Rating:

5.0

A pleasure from strait to finish. Excellent service . Went out of their way to make sure your a satisfied customer.

Rating:

5.0

Jermaine was super helpful and nice when we returned the truck! We were so exhausted and he helped us make sure we had everything ready to go! Will use this place again for sure!

Rating:

5.0

I always have an AWESOME experience with this location. The entire team are courteous friendly and kind.

Rating:

2.0

Arrived 3 days late.

Rating:

5.0

Excellent team, service & facility !

Rating:

5.0

Quick and easy pick up and return.

Rating:

5.0

I personally wouldn't change anything, everything worked out great for me & I thank you U-Haul, well since they didn't help, it was I-Haul LOL

Rating:

5.0

All was great! From phone call for reservation to pickup and drop off the employees were helpful and nice to work with!

Rating:

4.0

Clearer expectations on fuel

Rating:

5.0

I love this facility. Super nice

Rating:

5.0

My agent Chris did an excellent job with the rental process . Also the facility is amazingly clean and crisp

Rating:

5.0

Great staff very friendly and helpful i will be storing my rv there again next winter

Rating:

5.0

They professionalism is above and beyond, I'm very pleased with them,.

Rating:

5.0

Jermaine is the GOAT. He was amazing and super helpful with the process. I had a complicated transaction which was a first for him and he handled it very well. Because of him I would highly recommend this Uhaul to anyone and everyone.

Rating:

5.0

The entire onsite staff was friendly from when we first called for pricing to when we showed up in person!

Rating:

5.0

Your staff was very helpful and knowledgeable

Rating:

5.0

Very helpful manager, with a professionally run, first-rate facility. Highly recommend.

Rating:

5.0

Very friendly & knowledgeable staff.. Thank You !!

Rating:

5.0

Very professional staff!

Rating:

4.0

Good communication

Rating:

5.0

Clean facility. Professional service

Rating:

5.0

Denise and her team are professional, well organized, and extremely helpful.

Rating:

5.0

Very helpful staff

Rating:

5.0

I Fernando I recommend this u haul facility any time:: no complaints the staff are really very very nice n very helpful n understanding yes I definitely recommend I give it a 100 per stent

Rating:

4.0

One of the few RV storage facilities with overhead cover and electrical hook-ups to keep batteries charged. Easy to book my spot and equally as easy to move out after I sold my travel trailer. Decent price for what you get when compared with the few similar storage facilities in the area.

Rating:

5.0

large, clean facility. Staff was very helpful. Conveniently located to us.

Rating:

5.0

Easy and convenient very helpful

Rating:

5.0

great truck and storage area

Rating:

5.0

I closed my storage account just yesterday and one of your associates was so helpful when realized I only had a limited amount of time left before my account auto renewed so with his knowledge I was able to get the job done. I will be using U-Haul for all my future hauling and storage needs.

Rating:

5.0

The staff was very nice and helpful 👍

Rating:

2.0

Consistent problems with the gate, made it very difficult for me to access my belongings, particularly on weekends when the manager was not there. I made several attempts to get in and to no avail.

Rating:

5.0

All good

Rating:

5.0

Easy move in. Very pleasant, helpful staff.

Rating:

5.0

Thanks To The Crew at 1985 State Road👍🏽 Very Satisfied of the U-Haul service thank you

Rating:

1.0

Rented an rv unit that supposedly had 20 amp power. Choose this location so I could keep an AC unit running. After relocating here and plugging in, I had no power. It was then that I noticed a sticker on the electric box that said the power was timed and only available for a battery tender. So I went to office and asked the front desk guy about this and it was news to him. Was never communicated in their pricing sheet or verbally. Manager wasn’t onsite so I sent her a email - no response. Front desk guy got snarky with me because I was upset and he thought I was “bullying” him. No apology, no recognition of the issue or inconvenience this caused me. Terrible communication and experience. I’m stuck looking for new location to store my RV.

Rating:

5.0

Jermaine C was awesome! Knowledgeable, helpful, and friendly! Great customer service, I will recommend renting a truck or storage from this location to friends based on my experience. Thank you.

Rating:

5.0

The guy who was checking the uhaul was not friendly he was also the same person who answered the phone when I had questions prior to arriving. The gentleman who checked me out, noticed that he wasn’t being helpful to me, so he told me to come down to his station, and he was very professional and helpful and gave me a good understanding of my new Storage

Rating:

1.0

Rented an rv unit that supposedly had 20 amp power. Choose this location so I could keep refrigerator and heat running. After relocating here and plugging in, we had no power so went to office and was informed that power was on a timer and would only run 2 hrs per day. Was never communicated before and when I told the manager that her answer was I should have known that. Terrible communication. Don’t advertise electricity if you really don’t provide it! Now I’m stuck looking for new location to store our rv.

Rating:

4.0

The gate to the parking lot is broken and I'm concerned. The main reason we chose uhaul to store our RV was because of the security. Now we have our RV park in an insecure lot.

Rating:

2.0

First I kept getting messages about needing to pay my account/late fees- I kept checking the app where my balance was zero and when I finally called the facility they said they didn’t know why I was getting those. When I arrived to move in, there was a tractor trailer blocking the main entrance and all but 1 of the drive in spots, which fortunately the person in that spot was almost done. So it turned out okay for me but I’m not impressed that the facility would allow blocking all other customers from easy access in order to accommodate a moving company. There were rat/fly traps left in my unit, so now I’m worried about my belongings.

Rating:

5.0

Tawnia was very helpful during in assisting with the unit selection, how the scan in/out process works and getting familiar with the facility.

Rating:

5.0

This is a great example of the perfect storage unit rental. Great location and easy to access.

Rating:

5.0

It is nice

Rating:

5.0

I had a van rental & unit rental. It took about 45 mins to check-in for both. Just be prepared. After first time, should be very easy to access.

Rating:

5.0

Ashton was amazing! She is very knowledgeable and helpful!

Rating:

5.0

One of the few efficient and reliable companies out there - thank-yoo

Rating:

2.0

I ordered a 5x5x12 storage unit which any ordinary person would think is 12' deep, not 12' tall like a silo. I had to switch immediately. The person who helped me meant well but was new and not trained at all. He caused me to lose almost an hour of my time. This location needs to train its new employees better.