Customer Reviews for U-Haul Moving & Storage of South Philadelphia

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.

Testimonials from recent customers of U-Haul Moving & Storage of South Philadelphia

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liben w. on

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When I picked up this old truck, with over 16xxxx miles on it, the truck was horrible to drive. if I didn't already arranged the street parking permits, I would of cancelled my booking at the time of pickup. When I returned the truck, the guy not only asked me to sweep, he also made me moped the whole truck inside. I was just used the truck to move household stuff.....

ISAAC M. on

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Selina P. on

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Great service

hedy s. on

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cheuk c. on

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Surprisingly, the vehicle is very clean. good. Also, the vehicle is pretty new and have less dan and scratch on the body. good.

Mark R. on

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recommend as this is the closest to my home. I would hope that this was a one time occurrence. Truck was dirty inside and outside. The cargo area had a broken light but was OK but not excellent clean

Camille L. on

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On this rental when I entered the van, the concentrated smell of cigarette smoke overwhelmed me. I was not in a position in timing to run back in and ask for another van, so I immediately called and told them what I was experiencing, and the front windshield was cloudy so that the glare of the sun that morning was difficult to deal with. I called right into the center and the staff person,woman ???, was less than compassionate, told me that renters were permitted to smoke, and to open the windows of the van...I was dressed to meet up with young people at a Ministry who were going to help me unload and reload boxes for the poor, it was a ministry rental, so my jacket smelled like smoke when I arrived at the site, my kids asked me, do you smoke, it was that concentrated. I told them when I called that I wanted to return this van and get another one, my eyes were burning from smoke smell, I told them that, and they said, could switch me out, no guarantee of non-smoking van, and I asked if they cleaned the vans, windows and aerated them, they said yes, but this van was not cleaned or aerated at all, I had to send my clothing to the cleaners...very disappointed. When I returned the van next day, they seemed not to care, no reduction in rate for my sick-to-my stomach experience in renting a van that had concentrated smoke and smokey windows. I like this location and rent often from them, I expect next time to thoroughly examine the van, and not leave the site until I am satisfied...can we request a non-smoking vehicle at this site? A coupon for reduction in next rental for my lousy day in your van would be appreciated for next time, we value U-Haul rentals. Thank you. Camille LeClair 1339 Chestnut Street 10th Floor Philadelphia, PA 19107

Marta M. on

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Eduardo V. on

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This time the experience was below average because you all changed policy requirements on a specific van rental and you did not give us any warning which negatively affected our plans for the day. It was almost a disaster through no fault of ours...you all caused a very stressful morning for us...

Joseph S. on

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Jabir R. on

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Robert P. on

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Nothing; you did a great job!

Anthony W. on

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The customer service was great overall the rep Erci Tith was a big help and very friendly, he made the experience well worth it. I cannot thank Eric Tith enough.

ISAAC M. on

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ISAAC M. on

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manwell c. on

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I didn’t get the truck I asked for and I didn’t get it at the time I asked for and ended up having to pay extra for the added time/mileage it took me to get my stuff moved into my new. Probably won’t use uhaul again.

VINCENT A. on

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suzanne a. on

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I forgot to mention it to the attendant but do windshield wipers should be replaced.

Sara S. on

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Christopher D. on

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Ryan L. on

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ANTON M. on

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Put wheels to maneuver these trailers on the front. Connecting, disconnecting and maneuvering the trailer without the towing vehicle is painful, backbreaking and dangerous. YOUR CUSTOMER COMPLAINT DEPARTMENT SUCKS, I AM WAITING NOW MORE THAN 18 MONTHS ON A RESPONSE TO A COMPLAINT THAT I FILED IN FEBRUARY 2016

WILLIAM G. on

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Dante was very helpful!

ROGER K on

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Helpful staff, clean facility. Now that the elevators have been fixed, it`s a convenient place for storage.

Steven L. on

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ISAAC M. on

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David G. on

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No complaints. Fast and nice.

Debessaye M. on

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I opted for self service during pick up and drop off. After parking the van, taking pictures, locking it up and dropping the keys in the drop slot the service clerk came outside and informed me that I still needed to drive the van across the street to be cleaned and prepped. This contradicted what the website told me to do.

ISAAC M. on

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Charles S. on

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OMAR C. on

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The first truck had a broken tail light. I found this when I was loading the utility dolly. If i hadn't seen it, I would have been driving the vehicle illegally AND you all would have made me pay for the repair.

ROBERT B. on

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ED P. on

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caroline s. on

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Manager at this location was attentive, friendly and a great attitude; very helpful - you can tell he is a naturally calm, patient and helpful person, which can go an extremely long way! clearly manages his team appropriately as well. Please acknowledge his good customer service & management!! It is a big UHaul location and he clearly runs it well.

Nicholas J. on

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jeffery d. on

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Efficient and friendly.

Daniel M. on

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The user experience for the advance sign-in (to avoid waiting in line) was terrible. I had to take a picture of myself and my license, and then the pictures apparently were not good enough. Additionally, the truck that was waiting for me was blocked in by other trucks. I ended up waiting in the line anyway because of all this.

Craig K. on

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The truck is minimalistic and at least a decade behind in features. Power windows and locks would have been nice, but I would prioritize (1) a backup camera and (2) a USB port (instead of cigarettes lighters) that would play music and charge a phone. How can you do that without losing money? In the short term, you'd have to raise prices. Not a great idea. In the long term, you would earn loyal customers. I am a uhaul customer because I don't have many choices, but I always search for competitors.

Benjamin N. on

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ISAAC M. on

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ISAAC M. on

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Jake P. on

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The truck had an engine light on and drove poorly. The cashier experience was great. The man who showed me the truck in the parking lot was arrogant. He spoke to me like a high school football coach or a future father-in-law, "I said hold this!" he repeated when he was removing the adhesive strip for my contract. I'm used to better trucks and all around great staff at this location. It's why I use it in lieu of others.

Carlos M. on

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Alexandria C. on

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Mark A. on

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donald s. on

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Ernest S. on

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No improvements necessary, the whole thing took a minute!

Michael B. on

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ISAAC M. on

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ISAAC M. on

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SINH C. on

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The guy that worked with for the return was unhelpful! If we had a question he would tell us to look at the screen on his phone. Also, I was on hold for 35 minutes that morning!

Charles T. on

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ALICE R. on

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Stephanie H. on

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I always use this location. They are a great team!

anthony k. on

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David R. on

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The truck desperately needed better suspension, and the whole trucked rattle like a tin can over the slightest bump in the road.

Rysul C. on

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Sandra J. G. on

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ISAAC M. on

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Casey H. on

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Amazing and fast! I did used the mobile check out service and it was so easy! Took a lot of stress out off my shoulders!

SHERELLE W. on

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Clearer drop off location details would help...almost entered the incorrect street to return the truck

Camille L. on

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TY, THE MANAGER, AND TY, THE RECEPTION MAN WERE EXCELLENT AND TREATED ME VERY WELL, EXPLAINING THE DIFFERENT RENTAL OPTIONS AND WERE EFFICIENT AT CHECKOUT, VERY HELPFUL AND COURTEOUS SERVICE. THIS IS ONE OF THE BEST KEPT U-HAUL CENTERS I HAVE EVER VISITED, RENTED FROM, I WILL BE RETURNING AND RECOMMENDING TO OTHER CLIENTS.

Michael E. on

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David W. on

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Caleb H. on

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miles C. on

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amirah m. on

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William M. on

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The truck was in terrible condition. The ride was so rough it threw us all over the road. The transmission was in bad shape and we had trouble getting the truck into park so we could start it. The seatbelt light came on and beeped as we were driving strapped in. Overall this was a nerve wracking experience.

olivia m. on

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Sean H. on

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It was hard to find an employee but they were helpful once I did find them.

terry j. on

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Erik S. on

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Angela U. on

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NA

Joseph C. on

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Nothing. Everything from reservation to check-in/pick-up to drop off was super easy.

Veronica E. on

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Customer service was great however, the uhaul we rented was infested with roaches. We had to bomb the uhaul so we had to wait to pack and had to rent an extra day.

Halvor J. on

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Did not have dolly i reserved. Blankets wwre wet and mouldy.

JoAnne T. on

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Nafi D. on

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JOSEPH S. on

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The staff is bad. They told me that I didn't have to do anything for my rate of 1.79 to change to 99 cents so I leaped the truck because I was told the computer automatically dose the change and I used the truck a lot more then I would have and my bill was 800 dollars . Terrible Custer more service in that locating and the manager said I shouldn't bother to disputed it because it's going to come to him first and from there it's not going any where else . I have rented from this location and trusted the staff and the load to me and screwed me . Do not trust employees!!!!!

Patrick F. on

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the entire process was easy and a great value

ISAAC M. on

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brian s. on

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Only was there to get a cylinder for my grill refilled.I previously on 2 occasions have rented u-haul trucks from Debra Antonelli at the Shillington location.Today again I witnessed the patience and professionalism that Deb exhibits with customer interaction.She and the operation are first class and UHaul I feel is fortunate to have a quality Manager in a difficult business,being in one myself. Chuck Salvitti-Store Manager-Ephrata Kmart

John L. on

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These guys were great. Met me right away...only took a minute. Thank you again.

Jonathan M. on

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Derek J. on

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Danielle T. on

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I would recommend this facility based on convenience of location and hours. However the drop off process was not good. There were a line of trucks that led to a back up along the street. There was only one employee that was moving each truck one at a time. It was disorganized and poorly run.

Lisabeth P. on

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glenn K. on

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albert g. on

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KATHERINE C. on

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Albert D. on

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Exceptional service from the staff. Very quick service processing my rental and returning it.

Michelle R. on

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Leo B. on

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Jessica P. on

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Nicholas O. on

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Yaviana M. on

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The discrepancy was with my insurance coverage. The store's system was down, therefore the GM had to use his PERSONAL cellphone to gather customer's information .

Vadim C. on

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Matthew F. on

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The truck was in slight disrepair (door lining coming off, many dents and scratches not marked with the necessary "X" sticker) but the service was excellent.

NICHOLAS F. on

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Very friendly staff in the rental office!

JESSICA J. on

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Tom M. on

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GEORGE M. on

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Tara S. on

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Katharine M. on

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VYACHESLAV C. on

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Good job.

Audrey M. on

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Matthew G. on

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Carly G. on

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Brian D. on

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Location can be very crowded when returning making it difficult to find a place to put the truck.

Nelson M. on

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I haven't ever had a bad experience at this U-Haul! The employees are wonderful & they give excellent customer service!! I would highly recommend everyone to go here!!

Kelly W. on

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There was only one person working the register and it was a significant wait to get the truck. Everyone was very friendly and helpful when it was my turn.

Martin M. on

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Graeme F. on

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Keep up the great work

EUGENE D. on

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Zarwolo G. on

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Keep up the good work.

ISAAC M. on

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Claire I. on

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alisha k. on

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we were extremely disappointed with our rental truck. the steering was misaligned and the wheel was loose. it also took over 40 min of waiting on hold over three different phone calls to get in contact with customer service.

Matthew T. on

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John L. on

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Jeremy M. on

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Susan R. on

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Eric M. on

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Always easy at S 12th st.

Jacquelyn O. on

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Alexander L. on

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The "seamless pickup" experience didn't happen. The staff inside was helpful, but my out of state ID caused issues for the pickup, despite still being a US driver's license. After drop off, I left the keys in the designated drop box and received calls for 2 days about where I was and why I hadn't returned the truck. Called back and told them to look outside, and that was the end of it.

Akshay k. on

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Murat A. on

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NOAH T. on

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At no point in the rental process was I told I would need to fold up the moving blankets. The first thing I was told when I was dropping off the truck was to fold up the blankets. Not "How was your trip" or "How was the procwss for you," just "OK you just need to fold up your blankets now." I can't imagine a worse customer experience process than after a long trip and potentially stressful move, to think you're done and then to told to fold blankets, especially when there are 3 uhaul employees standing next to you doing nothing. Try thinking this through, Uhaul!

Kelsey A. on

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Self return is too long.

Stephanie S. on

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Joe D. on

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Dropped off after hours

THOMAS M. on

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Staff is unhelpful and typically grumpy. They seem to act like you are bothering them.

Kyle N. on

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Kathleen N. on

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I had to go to 4 of her locations over 6 hours to pick up my one-way at the original location I requested.

THOMAS V. on

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Melissa I. on

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Super quick and efficient return. Very friendly staff!

Devin L. on

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Deseree C. on

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Jerry F. on

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Staff, facilities, and vehicle all excellent. Thanks to all.

ISAAC M. on

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ISAAC M. on

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BENJAMIN S. on

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John S. on

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Vanderbilt C. on

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JUST KEEP UP THE GOOD WORK.

Maria N. on

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Don't nickle and dime your customers.

ISAAC M. on

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Joseph S. on

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I would never recommend U-Haul again to another customer. First, I reserved the location and type of truck over a week before my reservation. Then the day of I was notified that they did not have vehicle requested and I needed to change locations in order to abide by my time-frame. What is the point of reservations if the company is going to change it on an ad hoc basis the day of your trip??? Next, the car rented to me was listed as having a 1/2 tank of gas. It was my mistake to not check this right away, but I realized after pulling away that the tank was not in fact at half capacity. It was more like 1/4. Therefore, I was getting beat out of 1/4 tank of gas, and it was my responsibility to refill it. Finally, and perhaps most egregiously, I returned the van to my drop-off location in great condition. Nothing was there, save for a few pieces of yarn to tie things down. However, I was charged $32.66 for "cleaning" fees. This was never explained to me at the point of returning the vehicle. It was never even inspected in my presence. It was simply a charge after the fact. After contesting the charge, on multiple occasions the employee in charge refused to confront us in person and alleged that we damaged the vehicle - which was an OUTRIGHT LIE. I have never been more frustrated in my life. Never will I recommend U-Haul, particularly at the Bellerose, NY location, again. They are un-professional at best, and more likely just unscrupulous. U-Haul should be ashamed of that outlet, as it clearly damages its reputation as a brand. Finally, after days of contesting the charges, we were notified that we had been "rebated the cost". In reality, they gave us back 30 bucks, rather than than full 32.66, further showing they are not true to their word in any way. Its embarrassing to be honest and not worth the time to try and salvage your money.

Georgia S. on

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Natale C. on

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PAUL B. on

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Gaurav S. on

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Truck was pretty beat up. Dents, scratches, etc. The attendant forgot to mark all that on the form. Luckily the guy receiving it at the end of the day knew the truck was already beat up and didn't charge me for it. Apart from that, check in and check out was really smooth. Great customer service.

Christopher P. on

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The online pick up and drop off was very quick and easy.

Irvin F. on

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Aidan John M. on

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Cynthia S. on

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I was completely satisfied??

PATRICIA H. on

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Domenico P. on

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The truck was in excellent condition except for 1 item. The driver side sun shade was broken. This was annoying as well as dangerous.

Lonnie L. on

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Garrett C. on

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I had selected a pick-up time before the store opened, but my uhaul app did not work. The staff at this location not only arrived early, but immediately addressed my issue and got me on the road. They were fantastic.

Zahmira J on

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I had to waste my time getting a new truck storage space. I took all my stuff to the 2nd flr only to have to move it to the 3rd flr. The truck was on the premises but not considered returned.

ramsey c. on

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ISAAC M. on

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ISAAC M. on

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Lillian V. on

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The women who waited on me misinformed me of the drop off location in Jersey she told me it was no longer there but it was I just happened to drive there...she should be educated on these things

Tyler K on

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Entire staff was apathetic and unapologetic, especially Andrew Curry who put on an attitude multiple times during my visit

MARIA P. on

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Ariana S. on

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Adam H. on

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Staff was quick and friendly, immediately helped me with any issue I had, even when I was running behind and didn't have time to sweep out the cab of the van, the guy in the garage was very understanding. I wish more businesses were as pleasant to deal with as this particular uhaul location!

Lynn S. on

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ISAAC M. on

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francis f. on

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Stacee D. on

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None

debra h. on

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Eric M. on

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Good service

DAVID R. on

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Honestly, can't think of how it could have been better!

ARTHUR T. on

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The staff was friendly and courteous. The location was clean and organized. I would refer my friends to this location.

Julia R. on

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I had a very good experience at this location. The truck was well maintained truck and there was good customer service.

Felix K. on

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Steve S. on

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Randall W on

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The staff was very friendly and quick. They answered all of my questions. The building was clean and neat. I am very happy with my choice to store my things in this location.

Abraham R. on

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LISA L. on

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Your customers service are not pleasantSay do not give you instructions are returns

Pablo M. on

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I rented a 10ft U-haul truck to move my belongings from Philadelphia to Delaware. My brother and I were guided across the street to the vehicle pick-up lot, where a driver sped towards us, told us that the driver is responsible for insurance and for any damage over $150.00, and that we must return the truck as clean as we had found it. We were not given an inspection sheet, nor did our assistant tell us to inspect. We were simply sent on our way. Upon arrival to my storage unit, my brother and I opened the sliding door only to be bombarded with putrid gaseous odors of dead animal and fecal matter. There was, in fact, FECAL MATTER smeared along the ENTIRE cargo bed walls, ceiling, and platform!!! In the hurry that I was in to move from Philly to DE, given apartment move-in times, we covered my belongings in large plastic sheets, and proceeded to load the furniture into the space. The smell was so strong that our eyes stung and we had to gasp and hold our breath while the sliding door stayed open!! When we returned to the U-Haul drop off, my brother and I calmly mentioned the terrible state of the cargo area, and our agent told us that he could do nothing about it. We were directed to the front desk only to be told that we were responsible for inspecting the entire vehicle on our own, and that U-Haul would assume absolutely no responsibility for the soiled cargo area. I paid for less than mediocre service, a graffiti ridden- truck, and a cargo space plastered in feces. Only to be told that it was my problem from the beginning. My family has given business to U-Haul on every occasion we've needed to move, but it looks as though your quality of vehicle maintenance has crossed the line of negligence. I regret having spent my money on such an embarrassing move.

Michael S. on

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Cheryl-Lyn B. on

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ISAAC M. on

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Katherine P. on

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Malachy N. on

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John G. on

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JOSHUA J. on

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The process was quick and smooth. No improvements at this time.

Nicky M. on

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Maybe a few more staff members but other than that, everything was perfect, Thanks again Uhaul!!

Kathryn L. on

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Drop off at this location was fine.

CANDACES A. on

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U-haul has good customer service, no wait time, and the equipment was clean and operable condition. Thanks U-haul ??

Cathryn I. on

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Adam F. on

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Guaranteed availability of a truck which was then not there, staff is not helpful and appears that no one really knows what they're doing.

Ted B. on

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Brittney L. on

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The experience was terrible from top to bottom, of no fault of this location or the employees. We signed up for self service pick up, my husband was there at 5am, and we were unable to complete the pick up. We made the reservation in his name, with his license number, with HIM as the driver, and because it was my account, the self service check in would not accept him as the pick up person. I had to get our 1 year old daughter out of bed at 5:30am, drive across the city, and attempt to perform self service pick up. When I was there and I tried to do it, I was directed to a web page that said that this service was not available to me at this time. I drove all the way there for nothing. THEN, we had to wait until employees arrived at the location to help us check out the truck. Mind you, the keys were in the open truck, so we could have driven away at any time. But we wanted to ensure that we were properly checked in. By the time we were done, we got the truck home around 8am... 3 hours after we had intended to pick it up. This completely changed the timeline of our move in day, we were unable to pick up couches from another location first thing, as we had originally intended, and it caused us a lot of grief. I have to say that the employees at this location were absolutely wonderful and the biggest help. But overall, I'm extremely disappointed in this experience and I'm not confident that I would choose Uhaul again in the future.

MARGARET D. on

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should have anticipated peak season for moving; not enough help; no help at all for all those who signed up for a truck online; self pick up was a joke; wasted 45 minutes of my time and no apologies; where is customer service; should have a dedicated customer service rep for online/self pick up problems; poorly managed; truck weren't park where it is supposed to be;

Jordan M. on

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I made a quick-electronic reservation and was refused service of the truck that my confirmation email and the online instructions instructed me to use. The guy gave me a hard time and after I got it straightened out by the nice woman inside, the guy avoided me and did not apologize or anything. The "quick" option took 30+ minutes.

Shane P. on

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erin f. on

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Michael F. on

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Workers need to keep their truck keys and paper work organized better. I received keys for a truck but my paper work was for the wrong truck with the wrong gas info and mileage on it. I had to go back and get my paperwork changed.

Katherine H. on

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I ordered a 26 ft. truck to be picked up close to my house, within 5 miles, @ 9 am Sunday, in Philadelphia, Pa. I instead was told I could pick it up in Wilmington, Delaware. After calling several locations, I was able to pick up a 20 Ft. truck 14 miles from my house. This has been my worst experience using U-haul. I have moved my family back, and forth from Philadelphia to the Gulf coast of Florida twice in the last twenty years, and this has been the most stressful move.

Ben H. on

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More retail staff in-store. There was only one person working to check customers out for equipment rental and in-store purchases.

Aaron R. on

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Again, I just have to say that I feel a small lesson should be given or at least offered on how to drive the trucks while towing your car. I did not feel comfortable exactly but was assured I could figure it out. I would have preferred a little more hands on preparation as an option.

Walter K. on

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Customer did not leave a comment.

Jon B. on

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I love the self check-in/check-out concept. The lines at this location have always been horrendous, so this is an incredible upgrade. However, it was incredibly unclear exactly HOW to check-in. All that the user receives is a message saying "you'll need your mobile phone and a Uhaul account to pick up your truck." It gives you a link to landing page for the service, but that also doesn't give you any type of instructions. It all just came across very mysterious. I thought to myself "Well, I guess I'll just show up and something will happen?" I assumed maybe I would get a text at noon (my check-in time) with more details. It was all very confusing. Fortunately though, I was able to eventually figure it out. Since this is a new feature, it would be very helpful to have more transparent step-by-step instructions for how to pick up the truck - especially if its your first time! Don't make the user think. Be clear and upfront with them, providing everything that they need to pick up a truck on their own. I'm in my mid-30's, have a career as a director of user-experience for tech products, and am also pretty tech savvy. This was confusing for me and I could only imagine how someone not in my shoes would not be able to figure this process out. it's a SUPER cool options. Huge improvement in terms of customer serve. And very easy to use one you get in there. Just make it more clear on how to actually begin the process.

joe s. on

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Everything went as planned, each person I dealt with was friendly and very helpful.

Caitlyn R. on

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Avery F. on

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The store was organized and easy to navigate. The woman who helped me was professional and friendly. My truck and materials were ready, and there was no confusion about my reservation (as there has been in the past at other locations). This was a great rental experience.

Christopher M. on

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Reserved 20 foot truck week in advance. Call me night prior - truck N/A, pick up location changed. Made entire move including drop off nightmare. Truck fine - clean, worked well.

Jazmyne S. on

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Signs to organize the trucks for self pick-up

Adam S. on

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Ishmael P. on

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ISAAC M. on

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Katrina G. on

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The location has nowhere for the customers to park even way on the side streets around the corner all of the parking spaces are occupied by uhaul vehicles

TANYA H. on

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I don't think this trailer was actually compatible with my car, but that wasn't mentioned

Jorge P. on

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Poor and very slow customer service at the counter. Too much talking between associates, but little attention to customers.

ISAAC M. on

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Jillian L. on

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sharla s. on

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Samuel M. on

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NOUR M. on

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Five stars.

ROBERT G. on

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Zachariah D. on

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Valerie H. on

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Jailynn H. on

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Rosemary H. on

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See other comments

sardar a. on

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jean a. on

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Gregory S. on

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I can't describe you how much nicer this location is compared to the one in center city Philadelphia (off Race street I think). Having the extra lots to park the truck at the end of the day made life so much easier! Other than that I would like to have a functional padlock next time. I had to leave the truck unattended for an hour and was a little worried about my items unattended in it.

Devren W. on

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This specific location and ONLY this specific location will get my business and recommendation in the future. The reps were fast and friendly and the owner personally resolved the problem I was experiencing regarding truck availability. I was horrified by the Center City's locations lack of empathy to my problem, along with the Cinnaminson NJ locations inability to communicate correctly the availability of their vehicles. I will only be using the South Philly Uhaul going forward. I dont care what part of the city I move to. When comparing representatives demeanor and willingness to help to the other locations I spoke to that day it was as if the South Philly location was an entirely different company. You should really send the other reps to train at that facility.

john p. on

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Customer did not leave a comment.

Chelsea M. on

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I ordered two mattress bags online and pre paid. When I got there they told me that I never paid even though I showed them a credit card statement for the exact price of the mattress bags, the guy laughed at me and told me I need to just pay again and then "take it up with my bank." Another employee found my order showing that I did in fact pay, and then they didn't even have the mattress bags in stock

christopher h. on

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Worst experience of my life. Personnel were rude, unfriendly and used fowl language excessively. Would never go to this location again!!!!

BREANNE m. on

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My only disappointment is I had a 9:00 reservation at another location. I went there and they had no trucks for me even though there were 8 trucks sitting there. After an hour and a half I did get a truck at another location few miles away.

Jordan S. on

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Extremely busy location

Eric M. on

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This was such a great rental experience. Literally easier than a normal carshare program. I have already recommended this to family and friends. Great service!

Jennings D. on

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Alison C. on

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latrice j. on

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I woukd only reccomend being able tonpull seat up further to reach petals as is I am 4'11

Jon B. on

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REALLY frustrated that both my pickup location and pickup time were drastically changed 24 hours prior to pickup. Had put in reservation for specific location and time TWO MONTHS prior. This location was 30 minutes from my location and the later pickup time added HOURS to our move, given other scheduled moving parts. NOT HAPPY after uears of using UHaul for our annual event, will rent trucks in the future from a company that honors advance reservations.

DAVID R. on

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When I was validating online, my reserved truck was given to someone else. When I received a new truck, I was never given a contract. This made returning the truck a hassle, and charged for gas even though I didn't know where the gas gauge was at when I received the truck

Jeffrey R. on

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More cashiers on hand during extremely busy times. Lost nearly an hour of moving time standing in line.

Avery S. on

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Some of the employees were kinda harsh and not so friendly.

ISAAC M. on

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Timothy S. on

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JEFFREY E on

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Prices are too high and always a problem getting in and out of loading area

Diane B. on

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Matthew F. on

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Robert W. on

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Hannah Z. on

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please advise customers to arrived well before their reservation as there was quite the line

KEITH M. on

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Brett E. on

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Alysson L. on

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After completing the self-check-in process on my phone, I had to wait for 40 minutes in line to get the keys. Good thing I had time to spare-- I've never seen a line like that, and it's ridiculous to promote "time saving" things like the self-check-in if you're just going to have to wait in the same line anyway.

joseph j. on

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ISAAC M. on

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Mark M. on

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Jeremy Z. on

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I made a typo on my email when placing an order online for self pick-up, and so I could never get a confirmation email and finalize the process. I spent a total of more than 2 hours on the phone on the very day of my move, spoke to 8 different people (each time stating my situation over again and again). At some point I was informed that the location I initially picked up was not available. I had to take the initiative to call back twice after I was told that I would get a van from another location to get a confirmation. If I hadn't asked myself, I would still have been registered for self pick-up, though self pick-up requires an account confirmed via a valid email address, a process that still wouldn't go through after I had spent 2 hours on the phone... Tip for U-Haul: at least ask to enter the email address twice, like on any other website.

John Z. on

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Customer did not leave a comment.

Eric G. on

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My reservation was moved from a 10 am to 7 pm reservation to a 7:30 am to 3 pm reservation. I would prefer not to have to worry about a reservation I made being completely changed to a different time and length. This was the fault of the online system and not the uhaul location.

Stephen L. on

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Be upfront with customers. Told one thing when renting trailer and told another thing when returning trsiler

Brian S. on

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Customer did not leave a comment.

Sean T. on

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This is a very crowded location and it is a little confusing where you are supposed to take the truck. It's probably unavoidable being in a cramped urban neighborhood, but it was just a little bit difficult to figure out how to get into the facility and where I should go.

adele g. on

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chaotic scheduling process - called to make a reservation (had to switch locations, then desired times kept disappearing as the agent tried to schedule them, had to upsize); an hour later, the location called to say the truck size was not available and only a larger/more expensive truck was available - told to book further in advance next time

James B. on

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You could eat off the floors in the storage building. Very clean, well lit, and secure. Staff is very friendly and the truck was clean and ready to go when ordered.

Amy D. on

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Ronald M. on

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Gabriel C. on

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I had an absolutely terrible experience with U-Haul. The Malvern site overbooked trucks for the entire day. I was originally supposed to pick up a 15 foot truck at 8 am on 7/29 and received word that I was getting a 20 foot truck at 4 pm the next day. My family loss out on over $50 of parking restrictions to make our move into the city as easy as possible. The managers that I talked to where not helpful or friendly leaving the worst taste in my mouth. The best part of the experience was the customer service representative that finally helped me out at 4:30 pm the day I picked up the truck because he stated, "I'm really sorry for your experience, we overbooked trucks in the case that there was a cancellation." I will NEVER use U-Haul ever again.

Sandra V. on

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Daniel D. on

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The employees were so efficient. I pulled in, they did their return inspection in two minutes and I was out the door. Friendly and courteous.

guochun x. on

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Used mobile app to rent and return. Overall is good but it took more than 5 min to verify my driver license

ISAAC M. on

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paul e. on

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I was routed to the wrong uhaul for drop off and they accepted my drop off and got me on my way.

KayLa C. on

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Nothing

Brandon G. on

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The truck I rented definitely had a transmission problem, it stalled on me 2-3 times on the highway, I had to take back roads for safety precautions.

Chloe C. on

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Customer did not leave a comment.

Marc M on

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One rude staff member, the other was great.

Sarah H. on

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I had the worst experience with uhaul. They double booked my truck the night before I was supposed to move called me and said "sorry we double booked you" I spent two hours on the phone calling every place in the city of Philadelphia to find a truck. Finally did 40 minutes away and a size I didn't want at 5pm when I needed it for 8am. Then the day of moving at 1pm I get a cal from the original locations saying we have a truck here now. The worst experience. I sat on hold trying to get ahold of trucks for over 53 minutes total.

Grace L. on

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Bettie Y. on

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Faster computers and more communication with the customers since my expected cost was higher than normal since the person who checked me in didn't want to clarify their answer to my question

KayLa C on

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Everyone was very nice and helpful. Had a great experience.

James K. on

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I called, made a reservation for a two day rental. When I arrived to pick up the vehicle I was told it had to be returned by 11:45 PM the same day. The "gentleman" at the counter was anything but professional and in some ways aggressive. He basically acted like I was the problem when all I did was make reservation. "You contacted the call center, there is nothing I can do." I asked what I did wrong and I was met with hostility. He even accused me of planning to not bring the vehicle back on time. I tried to call customer service, no help, disconnections, etc.. I rent from Uhaul about 4-6 times per year. This will be my last. Pathetic, disorganized, angry customer service.

Myriam M. on

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George K. on

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The yard person made me back up the trailer into a very small space. He wouldn't just let me leave it in the yard and move it himself.

IFE O. on

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raymond l. on

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scott w. on

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I met a veteran and rookie staff member in the philly south location. I was impressed by both of their fullfillments in duties. We were also very fortunate to drive a brand new van.

WILLIAM T. on

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Marc H. on

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paul s. on

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TUNG T. on

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I will never use uhaul again. I was promised 1 month of free storage when I rented my uhaul. On the day of the move, im told from Philly storage this was not offered! You can't quote people that offer on the phone and then on the day of their move, cause them more stress!. Also, i needed the truck for a few more hours, spoke to uhaul and they promised my until 5pm free of charge. When I go return my truck, they charge me 45.00 more dollars! Horrible service!

todd j. on

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The staff that assist me picking and returning was knowlegeable and helpful

Jason D L. on

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Jason F. on

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Hire competent and friendly staff for every customer facing position. My vehicle was not ready and did not have the extra equipment I had pre-checked in / pre-paid for. Check in wasted 45 minutes and they increased my balance fees and couldn't explain them. Somehow the system had under charged me when I paid the full balance during my reservation and they were slow, rude, and incompetent in figuring it out and could not explain what had happened or what the extra charge was for.

RAVI A. on

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Beth E. on

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Thank you very much!

Mandy K. on

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Maxim L. on

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The wait was a little long, but not too bad!

Harry H. on

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Make sure gas level is correct. I did not notice until I was too far away to return that the gas level was off by 1/2 tank! I ended up putting in $15 gas to go 29 miles! Even then, you still charged me $4 extra cause it was still 1/16 off!

Alison M. on

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GLORIA B. on

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Nothing

Paul B. on

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Nicholas H. on

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I had a great experience with U-Haul. Picking up and dropping off the truck/equipment was the easiest part of my move. Thank you!

Kimberly D. on

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Chi S. on

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Nothing - the location was convenient and my preferred drop off location.

David L. on

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Good experience...

ZACH k. on

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Rahul A. on

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Check in was super slow. Everything else including heck out was fine. Also recommend they bring the truck out for you...I had to drive it you from between two other trucks and this was in the street (not even the lot). Not ideal.

Emily R. on

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ISAAC M. on

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Frank P. on

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Patrick B. on

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The two guys that helped me check in and out were really friendly and easy to work with. Moving is stressful but getting the truck was something I didn't have to worry about. Thanks!

Gedaliah K. on

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Kim B. on

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Thank you for allowing me to use uhaul. Great experience

DANIEL S. on

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John d. on

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Nothing, everything was great, thanks

Christine P. on

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Excellent service with a friendly staff.

Kyle F. on

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Maria C. on

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nothing.

Elena W G. on

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STACEY A. on

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Damian Y. on

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had a very horrible experience wouldn't recommend to anyone

ISAAC M. on

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Cara S. on

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No improvement necessary everything was fast and smooth from the pick up to the drop off thanks for making our move easy

Michael K. on

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Forgot the furniture moving pads and it was too far out of the way for me to go back. Called and they said they took them off but I had issues when returning the truck due to this

PAUL S. on

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Kirk W. on

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Very helpful staff and efficient process!

Danielle D. on

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WHoever had the truck before me had sticks and twigs and leaves in it. It wasn't cleaned before I took it.

Jaime G. on

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Researched several Uhaul locations in Philadelphia before officially renting a truck. This location by far had the most truck inventory, best maintained (maintenance shop clearly visible) and cleanest shop I have seen so far. The people were very friendly and helpful as well. Only recommendation is to avoid Kimball since it's so narrow.

Gavin E. on

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If I reserve a 20' truck, then you should have a 20' truck for me to use.

adrian c. on

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Customer did not leave a comment.

Matthew F. on

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Maybe better/more clear street signage. Once inside facility directions were clear. Staff were all very professional

Melanie..... A. on

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Joseph B. on

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Got us through the return process quickly and professionally

LeeNora L. on

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Due to the errors in my pick-up for my reservation in Virginia, the attendant could not easily accept my returned vehicle and I had to go inside as the vehicle was showing up under a different name on his device. They were all very friendly and resolved the issue inside very quickly. Very organized location and would highly recommend.

Americo L C. on

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Nicholas P. on

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My reservation was for a different time at a different location. The equipment I requested was not available.

JILL S. on

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ISAAC M. on

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ISAAC M. on

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Richard p. on

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The customer service was great

Jeffrey N. on

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Martin L J. on

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Brianna R. on

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Gilfredo B. on

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VICTOR F. on

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Scott B. on

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Chen Z. on

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Noah D. on

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Best Haul location I have ever been to. I was very impressed! Would suggest everyone in Philly use this location.

CONNOR A. on

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Carmen and The women who signed me up (Tonyata?) were very impressive. They did a fantastic job and are the reason I picked Uhaul.

Mary H. on

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Great truck for our needs. Uhaul service was great. And movinghelp.com was excellent service for help unloading.

ITZCHAK K. on

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David at the 12th & Washington Ave. was excellent at check-in. I reserved a van, but received a call telling me one would be unavailable at 10:00 a.m. on the day of my reservation, and that 10' truck would be supplied at the same rate as the van. Upon returning the vehicle, at 2:50 p.m., I had to argue with the person outside and the woman inside, who handled my ticket, because I was being charged a truck rate. The woman on in the facility also told me that she did not have a notation of either the phone call or, the fact that I ordered a van. I played her the voice mail. And, as David was still there and he spoke to the manager about my circumstance, remembering the change that occurred. The issue was resolved. But why don't you folks get better organized, so that your customers don't have to suffer the pains of your computer system. I did not need to march in to the facility and argue about the price. I have never had that problem at the Quartermaster facility, located at 29th street and Oregon Avenue.

dorothea g. on

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The price was very high for 5 hours, otherwise quick and efficient service.

Bryon H. on

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This was by far my worst experience with Uhaul. Not only was I lied to about my package but also I was charged twice for extra mileage. When dropping off my truck I was told by one location in Philadelphia thay they could not accommodate me and I need to travel across town to drop off the truck in a different location that was closing in 10 minutes. If I didnt have to drive to a different location I wouldn't have been charged for going over the mileage limit. I will not recommend your service to a friend or a stranger.

DANIEL S. on

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Thomas R. on

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I originally scheduled at 6pm with High Class Automotive in Camden, NJ. They were closed before 6 despite the reservation. People who appeared to work there just shrugged their shoulders and explained to me that the boss was "crazy". I would not reccomend U-Haul continue to associate its brand with this location. The 12th street location was excellent, clean and everyone was helpful and pleasant. Made up for the Camden experience.

Ana A. on

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Thuan H. on

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The whole experience exceeded my expectation. The truck was brand new. There was a little issue when we checked out but the manager quickly solved it. The staff who worked there were very nice and courteous. Thanks for being great at your job !

ISAAC M. on

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whitney w. on

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Shawn M. on

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ADAM P. on

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I rented a truck for the day. I was asked how long I would be I said about 6 hours. I asked if it would be a problem if I was later i was told no. Then around 6pm I get a telephone call telling me I need to get it back and if it's not returned before they open tomorrow I would be charged a $50 fee for every customer that is unconvinced by me not having the truck back. So I ask what time do you open she says 7 so I say I will have it back by 7. Then she gets rude again teling me well we service trucks at 6 so it needs to be here by 6. Then as soon as we got off the phone I got an email saying I rented the truck from 1038 am til 6am. I have 3 issues with this first when I rent the truck it's supposed to be for 24 hours, second she was very rude on the phone and lastly I have never here of a $50 fee for each customer I inconvenience especially when there are so many trucks at that location. I could understand charging me for another day if I don't have it back in 24 hours but not $50 per customer that's inconvenienced. She was very rude, I will not be a repeat customer at this location and I will recommend somewhere else to my friends and family.

Kenneth W. on

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Christina B. on

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Timothy H. on

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barb f. on

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you did everything perfectly!

Andrew A. on

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I ordered a rental hand truck, but it was not provided at pick-up. It was very early in the morning, so I didn't check myself. The male staff member working the trucks outside was very unclear in his direction. The staff members inside the office were great though.

Sean C. on

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Super smooth and fast dropoff.

Kristen L on

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The employee helping me, Tanyetta Christy, was very friendly and helpful during the whole process of setting up my storage unit. Thanks again!

Patricia L. on

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Customer service from start (checking U-haul out) to finish (returning U-haul) was A+++. Everyone I encountered made this experience easy, pleasant and I truly appreciate it. I wish I would've thought to use U-haul earlier. I would definitely recommended this location and company.

Diane M. on

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I was confused by the self-check service in that it didn't exist for me. I thought I could show up and get the vehicle without any in-office processing. No big deal as I was the first to arrive so there was no wait.

Mark G. on

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Customer did not leave a comment.

jeffry f. on

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Jeannette P. on

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STEPHEN E. on

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U-Haul has joined the 21st Century. Fast check-in, fast return, emailed receipt. Friendly staff at this location, even on a busy day. Dropping off the truck was similar to returning a rental car to the airport. In and out in minutes. Well done!

Jade H. on

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Didn't go inside the building, but service was fast and easy.

PHILIP A. on

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I was very dissatisfied with my overall experience. I had a 10AM pick up time scheduled - I called the number on my reservation at 10:03AM to let them know I was stuck in traffic would an hour late picking up. The woman siad not a problem, we don't cancel reservations but thanked me for calling and said everything was all set. I showed up at the Uhaul center at 11 AM and was told my reservation was cancelled because I was an hour late. I explained that I had called in and was told not a problem and the reservation was still good. It took about 20 minutes for them to finally find a van for me. The woman at the uhaul center said they were never given a message from the call center.... I was extremely disturbed that such incompetence occurred..how can you tell the customer no problem and thanks for calling to tell us you will be late and then when I show up I am told my reservation was cancelled because I was late. I would that you refund my rental fee as I found this unacceptable business practice. Thank you

robert d. on

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We reserved a truck and utility dolly well over one week before needing them and added a furniture dolly a couple of days before. On 6/29/2017 we received a text that the pickup location had been changed, but nothing about the dollies not being available. We arrived at the pickup location at 11:30 on 6/29 and were told that they only get whatever dollies come-in on trucks and that they normally don’t have dollies there. We explained that we had ordered both online and were told that because the location had changed, that this location wasn't responsible for the dollies and they had none available. When asked if they could check with other U-Haul locations for dollies we were told to call customer service. When we asked to speak to the manager we were told no because he would say the same thing. This employee was no help at all and had an attitude that he could care less about our situation and then had the nerve to act as if he were doing us a favor because he had the truck. We spent an hour talking to customer service and the local marketing group representative and had to go to two other U-Haul locations to get the dollies wasting another hour of already limited time. The marketing group rep also told us that we would receive a $50.00 credit that would be posted to our credit card account in a couple of days because U-Haul failed to have what we ordered available. The credit has still not appeared. We have used U-Haul many times over the last 30 years and have never had an experience as bad as this one at U-Haul of S. Philly. If you want to improve service at this location you should start by firing the manager and the employee that waited on us. We ranked this location as low as possible, but would have ranked them lower if there were other options

Ricardo M. on

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Customer did not leave a comment.

Ryan W. on

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There was no dolly in my truck and I had paid for the use of one. Other than that, everything was on point.

ISAAC M. on

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Customer did not leave a comment.

Jason H. on

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Anthony l. on

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I was given a trailer that was hooked up to my car the wrong way. This caused my car to almost flip multiple times during my 1200 mile move. I will NEVER use Uhaul again after this experience. I paid $700 to fear for my life for an entire trip.

alison f. on

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The location and people were very nice and helpful, however we were given a defective truck. We followed the instructions to lock the door as the visual displays. But when we were about to go over a bridge, the door swung wide open. Thankfully and luckily, my mom was driving behind the truck and alerted us so that we pulled over and didn't go over the bridge. A police officer had to help us secure the door with a piece of metal he twisted. This was scary and we got very lucky not to have a bigger incident caused by this. When we returned the truck, we explained what happened, and the worker said that this should definitely not have happened. I have another big move coming up when I move to Boston and I don't think I feel comfortable using your services again for this trip, I think I will have to use another company. I also don't think I can recommend your services to anyone for this reason, because it could have been very dangerous if my mom wasn't driving behind us to alert us to the door opening. Is there anything you can do for our next move? Thank you.

Andrew W. on

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Using the self check in was fast and simple. The representative working was also very friendly and helpful.

Roger L. on

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Great location... Never easy getting through the check-out line... customer interactions at the counter for check-out are very screwed up every time I go there. The location and Return/Check-in are generally great, however,

PHILIPP R. on

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Diane H. on

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Glennette B. on

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I didn't get her name. The customer service representative who assisted me with securing the rental vehicles was phenomenal. She was knowledge, patient, and thorough drizzled with humanity and kindness. Thank you!

bryan b. on

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This was my first time renting a vehicle. I did not really know what to expect from lack of experience. I thought it would be more difficult than it actually was. This location was on time, early even since I was, and very accommodating. The location and vehicle were clean, and the staff amicable. I ride a bike most of the time, including to get there to rent a vehicle. They may not get many riders there but it is in the middle of the city. I did not ask about a day parking lot for cars since I did not drive. There is a bike rack out on the sidewalk. An oddly configured one that sports U-haul in a plate welded to the bars so that if someone removes \the racks bolts from the sidewalk, the bike would still be locked to the rack, but left little room for a lock to actually go through. I also would have felt better with my bike locked up more on their property than on the sidewalk.

KAREN B. on

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Gabrielle L. on

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I was in an accident with the Uhaul- damaging another person's vehicle. I purchased insurance at the time, which I was led to believe would help me in this situation. When I returned the vehicle and explained to them that I was in an accident they said "your coverage doesn't cover that, you're on your own" they did not fill out any paperwork, file a claim or even ask for details. I left there confused, speechless and dumbfounded. I later called the customer service line to make sure there wasn't anything I was supposed to do and they told me the store should have filed a claim that day. Completely unprofessional, extremely unhelpful and could not have been ruder about it.

basil w. on

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TIJUANA F. on

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Matthew P. on

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Employees actively tried to avoid helping me. Acted like things were my fault that I didn't know where to park. Rude all-around. Nobody cared about anything.

My Hang T. on

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Raymond A. on

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Maria H. on

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It was great!

Aimee H. on

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Gayathri S. on

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Our truck was ready and they handled everything efficiently. No problems driving all the way to NYC and return process was smooth. Organized and the location in Philly has everything you need to supply a move.

Amy A. on

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The pickup was great. Our problem was with the online scheduling process and the subsequent customer service response that did not help us. We finally got help after our scheduling center opened, and Jessica helped us. If she hadn't answered the phone, we wouldn't have gotten our move done on Sunday, which we had to do. The online rental service did not work for us.

Maya K. on

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David P. on

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Very well run office. High volume, but efficient.

Keith O. on

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Dennis B. on

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Callandra L. on

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Truck return area was well marked and the drop off process was a breeze! The UHAUL crew thoroughly inspected/processed our truck in no time at all and we were on our way. No joke, as we were walking away, we heard one of the crew members singing at one point. The work environment vibe was very positive! Quickly received my final invoice (post inspection) and everything was in good order. Thanks, UHAUL!

Janine N. on

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Leigha B. on

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Jana C. on

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Tonyetta Christy is the best! She is a customer service pro and should be recognized as such.

Joseph M. on

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26 foot truck i ordered was not available when i came in. They could only offer me a 15 foot truck at another location around 14th and washington ave. Had to make 2 trips to turnersville new jersey from philadelphia. I will never use U HAUL again. They could have called me before my arrival to let me know .The man that was their upon my arrival was a little rude. Maybe not a morning person. But he had an attitude like it was my fault and even threw the company phone on his desk after speaking to the person that was not dropping off the 26 foot truck. This location needs to have their employees re trained on how to talk to customers when they are in stressful situations... Poor management... This location is a bust.

anthony s. on

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Mark G. on

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Michael K. on

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Richard J. on

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Fast, friendly and efficient!

Kellie K. on

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ISAAC M. on

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CHRIS M. on

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Have the reservation available as scheduled.

Elizabeth B. on

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Ankit S. on

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Jonathan B. on

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Jamie H. on

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If a customer requests a truck for 24 hours, typically it's because they need to utilize all 24 hours. When UHaul takes it upon themselves to shorten a reservation time 2 days before the client is supposed to pick up the truck it tends to be a bit toublesome for the client. Needless to say, I unpacked my belongings onto the curb in front of my new residence so I could get the truck returned by the new drop off time I was given

Christopher S. on

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The 13th north st location in philly was promised to be 24 hr. Was not open and was not 24/7. Took 4 customer service calls to get a new location figured out for drop off. Never choosing Uhaul again.

colleen m. on

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I booked my truck for 7 AM, but did not get there until 7:30. My time still started at 7AM, but was give extra time at no cost since they had available trucks.

margaret m. on

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It was absolutely a terrible experience renting a truck from U-Haul. The place 24th and Oregon Ave in South Philadelphia, where I was to pick up the truck that I had reserved at 7AM on July 1st, 2017 sent out my reservation to another location in South Philadelphia at 12th and Washington Ave but I was never notified of this change of location for the pick up of the truck. When I arrived to the new location for pick up of the truck, I was informed they did not have a 15 foot truck until 12:00 on July 1, 2017 for me----- they stated the reservation was changed for 6'0 clock that night for me to pick up the truck. This was terrible and when I asked them for any truck they told me they did not have any trucks available. I had people at the house to help me to do the move that I schedule on Saturday at 7 AM that was I was paying. When I explained that I wanted a truck for a one way drop off, then they had a truck. This is a terrible way for any business to deal with clients that they had for some reason screw up the clients reservations and was going to leave me empty handed. When I returned the truck after just 2 hours at the U-Haul where I was suppose to return it, they refused to take the truck and referred me to another U-Haul location for the return. Again, this was a terrible way anyone should of been treated for a rental. With service like I received I would think you would be out of business soon. It was just a terrible terrible experience. I will wait to hear back from you. Thank you, Margaret Michelangelo Confirmation# 88336202

Yu Wen C. on

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Stephanie S. on

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Better customer service

Roopa S. on

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DANIEL D. on

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Sarah M. on

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Customer service refused to refund an accidental donation. After mentioning disabilities the representative embarrassed me in front of other customers and coworkers lecturing me on how to read a screen.

Casey N. on

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Well organized and very friendly.

Diana C. on

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Tonyetta was super nice! I appreciated their willingness to work with us when it was time to return the truck, even though we were running late

Kaitlin Z. on

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I made a reservation online for our U-Haul and received a confirmation that the vehicle we needed would be there for us. We received a phone call at 7:00pm the night before telling us that we would need to drive 140 miles to pick up our U-Haul instead of from the location we picked. I was told that since it was 7:00pm that the scheduling department who would be able to resolve this issue for us was closed. We were told to wait until the morning and call back. We had movers scheduled and paid for to arrive at our apartment at 6:00am, but would not have a U-Haul. The night before our move, I spent 1 hour and 20 minutes on the phone with customer service being transferred over and over again. Each person I spoke to kept referring to the scheduling department which was closed. I had a customer service representative laugh at me and act extremely unprofessional - his name was Randy. I was finally able to get someone to find me a U-Haul not at the location that we selected, but at least not 140 miles away. I have never experienced worse customer service in my life. For a company to call a customer at 7:00pm the night before their move and tell them not only that they don't have a U-Haul for them within a reasonable distance, but also that the department that would help is already out of the office. What is the point of your online reservation system? I will never be using U-Haul again and will make sure to tell all of our friends and families to also find another service. I refuse to ever have to deal with the complete lack of customer service again.

Victoria S. on

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So pleased to find out that the cargo van I rented had a backup camera! This feature alone made my move much easier. Service was fast and friendly. If you've never been to this location, it can be difficult to find the office.

Andrea G. on

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Nothing - everyone was very friendly and helpful.

James B. on

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Joshua D. on

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ISAAC M. on

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MARK O. on

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The trailer was renting had a strap that a previous renter had cut. Waiting for and then assisting on changing it out for a new strap cost me about an hour. No complaint for how quickly someone addressed it. My complaint is just that it wasn't noticed and repaired before my arrival.

Hasan A. on

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My appointment time was 9:30 for pickup of the vehicle. There wee only 2 counters open for the moving season . I got to drive out by 10:30.

SHARON M. on

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John K. on

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Clare G. on

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Very long and slow line, but otherwise, excellent service

Stephanie R. on

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This was the absolute worst experience I've ever had with UHaul. I will never use UHaul again. I ordered a 17' truck at a different location but was told via email the closest I could get would be a 20' truck at this location. That was ok, even though the Truck was bigger than I'd have liked. Then when I get to the UHaul location, I wait an hour in line and then am given a 26' truck! I was livid, but of course customer service was no help whatsoever, and I was already an hour into my rental time and there was a line behind me, so I had to just drop it. We only had that 1 day to move, so I had to take the truck. Also, we asked about extending our rental since we had to wait over an hour just to check out the truck, but the associate informed us the best she could do was give us an extra half hour. Ridiculous! Then we also ordered a dozen furniture pads. When we got home to pack the truck, I opened one of the bags and 3 of the furniture pads were all wet! We basically paid for unusable furniture pads. We only had to drive our things 1.5 miles away, but it was extremely difficult because we had to maneuver the 26' truck down the narrow side streets of Philadelphia. We ended up scratching the back bumper of one woman's car, and she was extremely upset. That would not have happened if we were given the 17' or 20' truck as we asked and were told we would be getting. We are 100% dissatisfied with out UHaul experience.

Thomas F. on

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Sheela K. on

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Very easy to return the truck

Amelia G. on

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Kelsey R. on

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I arrived at 8:00 AM for a scheduled 8:00 AM pick up time. I go to use the self service feature on the UHaul app and it tells me that no truck was assigned to my order. This was very frustrating. Luckily I was able to call the manager and he was very helpful in assigning me a new truck. Although it was his day off and early on a Sunday morning he was pleasant and helped me through the entire process. Frustrating that a truck was not available and I ended up being there much longer than I would have liked but grateful for the extremely helpful customer service I received. Please pass on my thanks to Andrew Curry, GM

Charles G. on

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Tell the check-in employees to get up off their butts - put the cell phone away - and do the check in ! Drop-off was fairly quick and painless though.

James N. on

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Improve your communication. I had a truck reserved for one location and they moved me to another, with no phone call or email. He said I "should have received a text," which I didn't receive either. By the time I showed up at the new location (a 2 mile walk from the first), the line was out the door. I wasted two hours of move time in line, had to cancel my movers because of it, and move the entire apartment on my own. If you take a reservation at one location, KEEP THE RESERVATION! When I was finally done moving at 10pm, instead of simply returning the truck to the location I had selected, one block from my new home, I had to drive it down to South Philly and cap off my night with a sweaty 2 mile walk home. Seriously, everybody hates to move: and from the clueless idiots on 13th Street who don't know how to say anything more than "you have to call customer service" to your abysmal communication, U-Haul MAKES SURE every move is just as awful as you'd expect.

John R. on

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Roger L. on

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ISAAC M. on

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jim b. on

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I use your services many of times I'm amazed at how fast they are and how organized five stars

Karen G. on

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Van had sticky material in passenger cabin on steering wheel and dash. No central locking remote. Driver side lock did not lock all doors. Had to manually lock all doors. No electric side view mirror control. Impossible to adjust passenger mirror that was loose and moved. Very dangerous to try to change lanes without good side view mirror.

edward l. on

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crystal m. on

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I wasn't given the vehicle I reserved. I was given a bigger vehicle which was harder for me to drive and park. They told me to return gas at 3/4 when given to me at 5/8. Spent an extra $12.00 on gas that could have been used for other moving costs. Tried to contact them several times about this issue and was placed on hold for long periods at a time. I never actually got to speak to a live person there. I then contacted the 1800 number, the first person I spoke with was extremely rude and didn't even update me account with my complaint. Second person tried to assist me as much as she could. I still had to return the gas with more then what I received it at because she said I'd be charged a fuel fee.

Marc G. on

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There was no pre-rental walk-through with me. I noticed damage to the sidewall of the passenger front tire the evening before I returned. It was not due to driving...but was dangerous. I may have unknowingly driven 360+ miles with it at 70 MPH...and it could have killed me.

Elizabeth B. on

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JESSICA R. on

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matt w. on

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Actually confirm with customer if the truck they reserved would still be available at pick up.

Michael W. on

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huewayne w on

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The Storage Manager was very helpful! She made wise suggestion and eliminated most of the stress associated with unloading and storing belongings after an interstate move. Thank you!

huewayne w. on

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The Storage Manager was very helpful and professional. She made the unloading and storage portion of my interstate move the least stressful aspect. Thank you!

Zachary D. on

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Our truck (picked up at a different location) had urine in the passenger side door. I called the pick up location about the issue and was referred to corporate customer service who told me to speak with the manager at the drop off location. We we arrived at this location, the manager said there was nothing he could do and referred me back to the manager at the pick up location. While I was waiting for corporate customer to help resolve the issue, the manager clocked out and left. I was a bit astonished by the lack of any effort on his end to help rectify the situation or provide some sort of guidance on what to do. It was striking that he simply had a "not my problem" attitude and left before the issue was resolved.

Steven L. on

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You absolutely should give credit for gas added above the amount required to refill. Otherwise you're just stealing money from your customers.

Matthew W. on

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Quick and easy drop off. Agent was friendly

scott z. on

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Everyone I dealt with was well-spoken and well-informed. The experience was pleasant and I would definitely use again!

Paul N. on

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Make sure the pads are in the truck.

sam s. on

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Khalilah R. on

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The hood of the vehicle was unhooked almost cause a major accident on the 61st bridge. The back door jamed and was told that the vehicle was safe. I informed staff ans was still force to pay rental.

Brian W. on

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Ruth B. on

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Andrew F. on

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Change windshield wipers as they did smudge a little bit while driving in rain. And clean the windshield.

MAURICE S. on

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Tonyette was terrific. I have used your competition for years, but based on her service alone I not go anywhere else.

Mike F. on

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ISAAC M. on

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ISAAC M. on

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Marisa S. on

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Customer service was very slow and made it seem like customers were not important. Took almost an hour to get the truck rental and a storage unit rental with three employees on duty and no line.

Avram W. on

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Richard R. on

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ryan s. on

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Gregory H. on

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Christina B. on

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Awesome experience!!

ISAAC M. on

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DEBRA R. on

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JESUS R. on

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Richard M. on

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Richard M on

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Disorganized, surly, untrained staff.

Allison F. on

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Reginald A. on

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Everyone I came into contact with was very polite and very helpful even down to the phone calls....

Martin F. on

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The check in process was very quick once I got to the counter. The line was pretty long. Maybe you could cross train some employees to help when lines are long. I stood in line for a good amount of time. I pre-checked in and I hope that helped my time at the counter go quicker. Just needs some help when there are a lot of customers. The team was super friendly, they were great.

John K. on

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ISAAC M. on

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Beth C. on

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Brittney E. on

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Very nice employees- truck was ready on time, things were clearly explained. No complaints!

Barbara H. on

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Steven L. on

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ISAAC M. on

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IRVIN S. on

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Andrew F. on

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richard c. on

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Sean W. on

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leonard s. on

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MICHAEL E. on

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Taesan L. on

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Brian M. on

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Had very quick service, clear instructions.

Siddharth S. on

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Christy was great, she went above and beyond to help me in my first time truck rental.

Marena P. on

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Nadirah M. on

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The manager was very rude when I asked him about being charged a late fee when our Uhaul broke down. I get his job is to finesse but he didn't have to be rude about it.

Hyun Jin I. on

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Sasha R. on

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Philip d. on

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Kenyetta G. on

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Siddiq A. on

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Yvonne S. on

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The hold process from start to finish was just a waste of time and money. The only positive was the young lady was nice

Nicole M. on

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Elizabeth M. on

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The man helping us get our truck said "oooh, that sounds too loud, it's making me nervous. here is the number for road side assistance. didn't even offer us a new truck, which we eventually change it out for"

Patrick S. on

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kim v on

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I know you guys have a lot of units,but you have to take the time to make shore everybody paper work is in order. I almost lost my stuff do to a mistake on the paper work.

FARSHAD A. on

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Rude rude rude people working for your companies. Need to teach these employees how to talk to people .

Kevin B on

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Trevina sp? was very kind and helpful in getting me set up with my storage space.

Jean A. on

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Special commendation to employee Michael Clarke (I think that was his name!). He was the one tasked with hooking me up to my trailer and when my lights/blinkers/brake lights didn't work he went ABOVE and BEYOND to help me (providing a second ground in case that was the problem and eventually replacing two fuses that had blown under the hood that were the root of the problem). He did all this pleasantly and calmly despite the fact he clearly had other work to do and other customers to tend to. He was working so hard! It is not often that you come across employees that are so dedicated to, not to mention skilled at his job. I so hope I got his name right! (He was a thin African-American somewhere between 50-65 y o)

Jinjibang W. on

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Alexandra H. on

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Great site! Very helpful and friendly staff, and also very prompt, organized, and even remained helpful throughout the cross-country trip as a contact for any questions or when issues arose.

Megan M. on

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MICHAEL M. on

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Sean B. on

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Aux inputs, maybe. Everything was fine, but that'd sure be a nice bonus. Thanks.

Kevin O. on

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kevin l. on

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Lots of hidden charges that they never tell you about. Customer service was failing at the front desk. Price per mileage rates are significantly higher than other U-Haul units in Center City ($1.79 vs $0.69 at the 13th St. unit). Never again am I coming here to rent a truck!

Melanie S. on

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Bartlomiej M. on

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Don't delay the reservation, especially when moving elevators have to be booked for specific times.

Dionne e. on

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Esther r. on

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Charles J. on

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Domenick C. on

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David C. on

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Andrea M. on

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could be clearer that won't be charged until after -- was confused about having to estimate my mileage in advance!

PAMELA B on

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Great facility and staff.

MISTER R. on

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Hi, We rated this below average, because this morning we had a reservation # 26945679 which was for an early pick up via the app. We had to pick up items for our community festival and after placing several calls during our time trying to pick up the event and after uploading our DL photo, we got denied rental. This made us have to wait until the store opened and made us late for the set up for the event.

Jaclyn F. on

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Alan R. on

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We were given a larger truck than we reserved even though we reserved it many weeks in advance, and this was very inconvenient for us.

Elena G. on

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Philip C. on

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Michael C. on

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Christa M. on

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Christopher A. on

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Great job everyone!!

Lea H. on

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Rosemary M. on

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ISAAC M. on

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ISAAC M. on

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SETTLEMENT MUSIC R. on

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Alexander A. on

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Jenna C. on

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Kathleen P. on

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Very speedy dropoff

Adam B. on

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Catherine C. on

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Awesome service and wonderful staff!

Kirsten G. on

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Hi, When I was checking out at the location on South 12th St in Philadelphia, Pennsylvania, I wanted to inform the attendant that I received a parking ticket when using the U-Haul. I wanted to let them know because I was unsure if I paid the ticket through U-Haul (as an added charge to my rental bill) or if I could just pay it online myself. The attendant working with me was very kind, and asked his coworker. When he asked the other employee, he responded by yelling, "They have to pay their own fucking parking tickets!" I wasn't asking anyone else to pay the ticket for me. I was just trying to make sure I was doing the right thing. This was completely unacceptable.

Nina G. on

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Kenneth D. on

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In busy Philadelphia, easy check in to return the truck. Polite person verified condition and I was on my way!

Benjamin N. on

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Lauren H. on

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Maybe some tips on driving a huge van.

Covette W. on

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Ty S. on

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Dayo A. on

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Ty S. on

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Heather B. on

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Would be helpful to have better signage coming from the south - saw the large UHaul sign and a bunch of trucks, so thought that was where were were supposed to drop it off. Had to go back and drive around the block.

Vincenteen M. on

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Ellie H. on

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Make sure lock is not broken. We had to get replacement in order to lock truck

Myrna R. on

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When we got to our drop off location in Center City Philadelphia - we were told we needed to go to another drop off spot. Customers should know ahead to call and check???

Craig M. on

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Mouhamed A. on

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I'm not quite sure why on a busy moving day like memorial day you'd staff one gentlemen at the counter, while you have a line of 10+ people waiting to pickup a truck. The other 3 employees were just wandering around looking confused..

Connie T. on

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Lucille B. on

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Difficult to maneuver truck to city location, but just driving inexperience.

THOMAS K. on

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Steven M. on

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Amber C on

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The staff was unorganized and not friendly. The hours of operation listed on the website and facility are not consistent. As a result we were LOCKED IN the facility at 6:59PM.

sally v. on

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JEMAL K. on

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Ziyad M. on

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Anthony was very nice and helpful and helped finished my paperwork in less than 5 minutes. Great service!!!

James V. on

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ISAAC M. on

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Jerica L. on

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Chris A. on

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CODY M. on

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Nothing. The staff especially was friendly and really helpful - they made the experience simple and stress free.

Joseph C. on

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not much everything was quick in and quick out,and and I think her name front desk tressa Top Notch.

Tara S. on

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frank f. on

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james o. on

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Good job!

QIMING S. on

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William M. on

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The cashier's customer service was very poor. Mumbled directions to me and very poor eye contact. Please also educate your staff on using complete sentences and respecting customers (e.g. "May I please have your ID for check in?", rather than "ID"). Customer service is not difficult, but it seems retailers and their employers are unwilling or unable to provide good service. I use UHaul because it's convenient to where I live, but I would use an alternative with better service.

marcy L. on

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bill r. on

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Christopher B. on

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Kiran M. on

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John O. on

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The staff @ the 12th street location was very friendly and helpful. A #1 in my book. I was disappointed in the change made by U-Haul in the confirmed pick-up location @ the time of my reservation. I needed a pick up location near 1424 Fairmont and Broad Street. Only to find that U-Haul could change the pick up location to another part of the City of Philadelphia that was on the other side of the City.

Nathan S. on

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The representative who helped me check out the truck was very rude and had an attitude problem. I was not going to get the equipment I rented, when I brought up the uhaul guarantee, he got angry at me and called me a liar.

Pat R on

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David was extremely helpful and courteous.

MICHAEL T. on

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tarrance j. on

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Verify truck is road worthy before renting.

WAYNE J. on

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Put everything on one lot so that no one has cross a busy street

Mary M. on

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Jake P. on

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There were a number of passenger vans in the lot. I do not understand why they were not available.

ISAAC M. on

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Mark V. on

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Gerri D. on

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Matthew K. on

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Worst customer service I have ever experienced from U-HAUL. Vehicle pick-up location CHANGED LAST MINUTE from the originally confirmed location without notification. We just happened to figure this out when WE called the original location en route to pick-up. Hit heavy traffic coming into Philadelphia to pick up U-HAUL. Called location 1+ hours in advance of reservation to inform of the delay and confirm reservation and a new pick-up time. Within 10 minutes of arrival at pick-up location, we received 2 calls within minutes of one another from the same location confirming we were still picking up. New pick-up location representative was dishonest about store hours and final pick-up time. Representative expressed to us over the phone that the location closed at 8 PM when actual closing time was 10 PM. Representative was further manipulative during point of sales transaction, charging us more than the quoted price for half of the time we originally reserved. This forced us to move our belongings THROUGH THE NIGHT and return the vehicle first thing in the morning the next day. Normally I would have walked out of the store, but we had no choice and the representative took full advantage of that. These issues are not exclusive to this specific location, either. Philadelphia area U-HAUL network is VERY poorly run -- dysfunctional w/ blatant disregard for customer experience. Management's primary concern is vehicle turnover, to the detriment and at the expense of the customer. Buyer beware: reservation confirmations, both written and verbal, mean little to nothing. DO NOT expect Philadelphia area U-HAUL locations to honor your vehicle reservation.

Syreta D. on

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David M. on

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Jesse W. on

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Everything worked out fine in the end, but when I showed up I was told there was no truck available, and that my reservation would be cut short by 4 hours. I had reserved the truck 2 months early to make sure I avoided any conflicts, so this was an unpleasant surprise. I had to apply a lot of pressure to get Uhaul to honor my original reservation, but the staff member eventually helped me out.

bernice j. on

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Second time using the facility to drop off truck. The person who greeted me this time was friendly, courtesy, professional, and informative. He took the time to explain everything in detail about how the drop off process worked and went over my bill. I have used Uhaul for years and never came across a person who actually had a smile on their face when you pull up to drop off a truck and actually looked happy to be at work. That person's customer service skills went beyond what was expected from what I've experienced in the past. It was truely the best experience I've ever had using Uhaul. Usually, it's like you're being rushed and once you hand over the keys all you will here is , "you will get an email explaining your charges". Even though, I've used Uhaul for years it's nice to know someone will still take the time to go over your bill. He gets a five stars!!!

ISAAC M. on

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ISAAC M. on

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Giuseppe S. on

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Great staff, very helpful. I am a frequent customer.

Kim S. on

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Excellent customer service!!!!

Liza M. on

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Sadie B. on

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The truck was waiting for us when we arrived. The on line site to reserve the truck was easy to use. The process when we arrived to pick up the truck was a breeze and all the customer service employees were very friendly.

Emily H. on

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One month before, we reserved a 10 foot truck. Two days before, we received a call asking if we would take a 15 foot truck - I said we wanted the 10 foot truck and that a 15 foot truck would be too cumbersome for us. When we picked up our truck, we were still given a 15 foot truck. It made moving more difficult in the city, it did not fit the parking spaces we had reserved, and was more expensive in tolls.

Louise S. on

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Ivan was very accomodating and professional. He saved me some money by downsizing the size of the truck. He was finished ahead of schedule. I will use this service again. Very satisfied.

Monika M. on

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elijah w. on

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DOMENIC G. on

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To get straight to the point, it was exactly what was required. We were taken care of quickly and treated very well. This was an extremely cost effective means of handling our needs. As a fellow business owner that understands how critical successful customer interaction truly is, I can say that this is the only UHAUL facility in use because I know what I will receive every time.

Anne L. on

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Perfect, from start to finish. Reasonably priced, too!

Sierra M. on

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Excellent experience overall!

Joe T. on

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Not very helpful in fact they made me feel agitated and uncomfortable.

Peter R. on

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Jesse G. on

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James V. on

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Nathan B. on

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Jake P. on

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ISAAC M. on

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yong cheng L. on

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william l on

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Fix the bathroom light

Joseph S. on

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Carl S. on

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Andrew and the staff were exceptional. Very friendly and helpful. They are the main reason I would go out of my way to use this location.

ISAAC M. on

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ISAAC M. on

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ISAAC M. on

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Robert M. on

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Charles C. on

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Cory P. on

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Professional staff, painless move.

Mara P. on

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SHAKERA G. on

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Robert D. on

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Cali R. on

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ajit n. on

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Rachel K. on

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Faster customer service when checking in and picking up the rental.

Justin D. on

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DAJUAN D. on

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Thomas M. on

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joce s. on

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This locations staff was customer centric ! I would use this site again in the future

Mark W. on

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Nothing

Abhishek A. on

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Continue keeping your employees happily. All the employees with whom I interacted were so nice and friendly at this location (S. 12th St, Philadelphia, PA). A friendly environment is what will always attract me to a business.

GAIL R. on

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