Customer Reviews for U-Haul of Chelsea

Rating:

5.0

I am a frequent customer at this particular location, the equipment is always available and clean. The associates behind the counter are friendly but forget asking any sort of question to anyone in the return garage/area. They are always looking at their phone and do not make any eye contact to avoid customer interaction. If you have any questions or concerns, go inside and talk to someone or call UHaul directly.

Rating:

3.0

I'd already checked in and paid online, with ID uploads, payment, etc. Yet at the location, I was asked for all of it again which was a bit annoying.

Rating:

1.0

Annoying website check in process while the person behind the counter has nothing to do. I am a repetitive customer you should know and trust my same card number, address, phone number and everything else. On top of it mandatory fee from that location 😂 Just bad

Rating:

2.0

I ordered a vehicle that I could pick up via app without going to the counter, that was false! Additionally when I made it to the counter I was asked to use the app which didnt work u til I logged onto your wifi and at the very end of the screening questions and uploading pics the app froze so I had to go through same thing with customer service agent who was helping the two ppl behind me in line! And kept boggling back and forth delaying my progress. Finally insult to injuries was that the 2 ppl behind me got their cats well ahead of me without any wait while I had to wait to be verified. I was obviously upset so the 2nd agent sitting next to mine asks her if everything is OK with me, to which she replied YES! Just waiting on her authorization and the guy just rolled his eyes as if I was the assh333le! And they both continued to ignore me and not acknowledge the clusterf&%k that was transpiring. To top it off ny $19.99 advertised van ended up being $99 & i got didnt get a van i ended up with a larger truck which I didnt want due to city driving and its difficulties. All around horrific experience start to finish!

Rating:

5.0

Great, easy experience - App makes rental process much more efficient - pleasant staff! I'd recommend this location to others.

Rating:

3.0

The gas situation is such a scam. They give it to you with 7/8 of a tank instead of filling because they want you to fill it. This way you are donating gas or they get to charge you. No one can fill a tank to 7/8. I did put gas in to what looked like exactly how I picked it up and they changed me 15 for 3 gallons of gas!!

Rating:

3.0

The facility, product selection and vehicle quality was great. What was at issue was the rudeness and attitude of the staff. Partly because they were understaffed and overwhelmed, partly because of the confusion of the pick up process through the app. Maybe I’d be grumpy if I was overwhelmed by the companies understaffing too. But it still soured my experience.

Rating:

1.0

Have kinder employees who want to help instead of be grumpy and combative

Rating:

5.0

Always great service

Rating:

5.0

easy in and out

Rating:

1.0

But

Rating:

2.0

Took forever to get my van, was overcharged, and return had 0 customer service. The workers just started working on the van as we were trying to gather our things and get out. Did not even speak to us.

Rating:

5.0

Professional and efficient were the staff.

Rating:

5.0

quick in and out both for pick up and return

Rating:

5.0

Only drawback was that I brought the rental back with more fuel than I left with and was not compensated for it. I was still charged $20 for fuel. I did not dispute it only because I did not take a 2nd picture of the fuel dash before leaving. BUT overall these gentlemen did a great job helping me.

Rating:

5.0

All went well. Respectful and supportive after calling and voicing issues.

Rating:

5.0

Great service just keep up the good work.

Rating:

5.0

Excellent service!

Rating:

5.0

Is good👍

Rating:

2.0

It is kinda crazy that my entire order was cancelled and had to be started over just because I was late. Even if that is your process, the staff at the desk should be able to help me place a new order so I am not having to do it on my small phone screen with poor cell phone service when they have the computers right there. They were also quite rude. I ordered blankets and they didnt get put in the truck.

Rating:

1.0

Super rude behavior from person collecting car

Rating:

1.0

Your employees are always rude and overworked. You overbook your trucks resulting in unexpected wait times at pick up. The entire experience is always stressful and frustrating. If there was ANY other option I would never use Uhaul again.

Rating:

3.0

I get in the van and it said it needed an oil change having to use an app to submit information was a terrible customer experience

Rating:

2.0

Customers at this location are seen as a burden here: zero assistance, manners and support.

Rating:

2.0

They didn’t record that I dropped off the U-Haul truck. I got a call the next day asking why I didn’t drop off the truck.

Rating:

1.0

I had a very frustrating experience with this location. My contract clearly stated that I had to return the truck here, but when I arrived, there was no one to receive it and the location was not operating 24/7 as the contract indicated. I followed the instructions exactly, returned the truck on time through the mobile app, and completed the entire process successfully, yet I was told that this location does not allow after-hours returns. It’s unacceptable for customers to be sent to a location that cannot honor the return terms printed on their official rental agreement. I had to spend additional time and effort trying to find a solution, and the staff provided no clear guidance. U-Haul should ensure that all listed return locations actually allow returns at the times promised and provide consistent, accurate information to customers.

Rating:

5.0

The person in the reception was very rude

Rating:

5.0

The license plate is not attached well. It needs to add some missing screw

Rating:

5.0

wonderful counter service

Rating:

5.0

The seat belt for the passenger is not working for 20feet truck. This is the second time i complain. Thanks

Rating:

1.0

today 10-24-25 I went to pick up a car that i reserved the night before ,I got there around 9 am. a lady were there with a costumer, when i did the reservation i asked for an agent to help me, not doing myself , so she started with unfriendly voice, from there she just ignoring my necessity for help and keep telling non sense things refusing to help me I spend 1hour 30 min trying to pick up a reserved car while she was like smiling after I told her she can lost her job for bad costumer service she took it personal and make picking a car a drama that cost me a lot of stress, I went there some times before but after this never and wish luck to costumers going there , if they have to deal with this lady feel free to call me my number is there and the person helping me witness her nasty behavior i can give his number if need confirmation on this

Rating:

5.0

Sandra made the difference. I arrived yesterday when your national computer system when down. She managed to get and finish my reservation. She was tenacious and so kind. The equipment is good but your employee Sandra is everything…only your people makes you business good Thank you

Rating:

5.0

Need to fix uhall app.

Rating:

5.0

Everyone that works there is very helpful and friendly.

Rating:

5.0

Clerk lady who attended me on pickup was nice and the lady today as well during drop off.

Rating:

1.0

Your business behavior is abusive and dangerous: your ad is $19,95 for renting a Van, then you go to customers' pockets searching for every single dime you can pull out. You add $30 as insurance for a couple of hours, then you charge a facility fee of $15,95, then the fuel with a surplus of $4.7, and then the miles during the rent. Total charge: $89,72. Yet at the return, one hour later, due to a traffic jam on "No-King Day" in Manhattan, U-Haul charges the bill with $106 bucks for a single hour delay!!!! I claimed it, and the employee agreed to reduce the new total to $130,26, which in any case is a huge difference from the initial $19,95 in the advertising. A good deal is a fair service, and this is awful. Be aware, customers: U-Haul wants to put their hands in your pockets, not in your needs. That's what a monopoly looks like.

Rating:

5.0

Make sure to let people know they need to have a verifiable contact

Rating:

5.0

Courteous service. Prompt and efficient pick up and drop off. This is a great location. The entire team is super helpful and goes out of their way to make sure the customer has everything they need.

Rating:

5.0

Best rental location in the NYC metro area...hands down!!!

Rating:

5.0

Very clean and great costumer service

Rating:

5.0

I've been using this location for years and always had a good experience. I am grateful there are real humans taking care of things here, because the U-Haul App for human-free rental SUCKS! I can see that Corporate is insisting on us all using it, even at a human powered location, but in the two years of my experience it has never worked on my phone. The U-Haul clerk for my recent rental used their own mobile (or the company's, I assume) to finally coordinate my paperwork. The customer behind me told me he couldn't get his truck with the app at another location, so he came to this location with real humans. This ends up taking more time than it used to, before apps were a thing.

Rating:

5.0

The staff is very courteous, professional and extremely helpful. They were very understanding and made moving in New York City during a crazy weekend as pleasant as possible.

Rating:

5.0

Service was efficient and professional. Thank you

Rating:

4.0

Using an app sucks, your taking away human need for interaction

Rating:

2.0

They will only do a reservation via the app - I had a ton of issues and it took a long time to deal with it. They close at 7:45 PM and there is no option for after-hours drop off. I was done at 8:15 - NYC Traffic is hard to predict - and got dinged for an overnight rental and got a ticket on the van for parking a commercial vehicle on the street - which I had no choice on. Overall a very frustrating experience that cost triple what I had planned.

Rating:

5.0

Front desk woman I worked with was exceptional. Very easy process. Fair rate.

Rating:

4.0

Customer service was great. Walked in and got my van quick. I would definitely rent here again.

Rating:

2.0

I don't believe I was properly compensated for refilling a meaningful portion of the gas tank for U-haul. I got credit for $10 when I should have gotten at least $30+ of credit. Anyway, I'm the sucker for refilling the tank too much even though it was near empty. Better to bring it back in the same fuel or less.

Rating:

3.0

Picking up the equipment during a busy morning was good. The woman who was behind the counter was working alone and she handled her self professionally and didn't feel the pressure with a line full of people. The van was clean and in great shape. I wanted a receipt at drop off and the guy who took the van at return told me all is good and I would be emailed the bill. They then charged me for gas even though the gauge was full because of his error. BE CAREFUL and take pics and make sure they acknowledge the van and gas when you return it.

Rating:

5.0

seamless drop off, drove in one door and walked out another door. no issues at all

Rating:

5.0

I had difficulty with the self-check in process. It would have been best to have an alternative option - especially when the staff member was there helping me use my phone which was the source of the challenge.

Rating:

5.0

Nothing. It was smooth and easy. The pickup and drop off were both super.

Rating:

4.0

The staff is very pleasant, efficient, and made everything run smoothly.

Rating:

3.0

Don’t charge people $300 for dropping it off at a different location, truly insane!

Rating:

1.0

I reserved my truck until 8:30 pm and was able to select the Chelsea location for drop off. I arrived at around 8 pm and it was closed. Having called customer service I was told this location does not do after hours returns and the only option was to “find a commercial parking space down the block” overnight. I asked to provide a location and they were unable to. Having driven around and not finding anything, I called back and this time the representative told me to download Spothero to find parking spaces near me. I had to eventually park on the street and return this morning to drive the truck back to the location half a block away. Upon returning I saw I received a ticket for parking a commercial vehicle in a regular parking space overnight. Single most frustrating and unhelpful experience I’ve had and I genuinely could not recommend anyone get a Uhaul after this. Absolute nuisance to deal with on top of the usual moving stress. Would very much like to discuss this with someone at uhaul.

Rating:

2.0

No after hours drop off. Also unfriendly staff who sounded annoyed the whole time to everyone there.

Rating:

5.0

Need to improve the UHall app, as it's difficult to load my previous rental history of over 90 if I need to check in for the current reservation. You should archive the old rentals so they won't load, especially for corporate account clients. Thanks

Rating:

4.0

I would have given this location a five-star rating except for the fact that I pre-ordered a moving dolly and 48 moving pads, and I had to personally carry the dolly and all 8 packs of 6 pads from one side of the garage to the truck by myself. Having paid for this pre-order, I was surprised I was on my own to do this. Plus, there was no one to check that I even loaded the right number of pads, which I was further surprised about given that I could easily have loaded many more if I felt so inclined.

Rating:

1.0

Yours is a complete rip-off. My $19.95 rental cost $116.00. You are thieves.

Rating:

1.0

The checkin experience is awful and takes ages. Nobody told me I had to bring my passport as a foreigner.

Rating:

5.0

The Chelsea location of Uhaul is always helpful and informative even when they are super busy and juggling a variety of customer issues. It's my favorite Uhaul location and I will continue to patronize this location.

Rating:

3.0

Get rid of the real-time verification process. I should not need to give out a reference for you to call every time I need to rent a truck. It's absurd.

Rating:

3.0

Location is convenient. The forced online check-in is improved but still terrible. Constant upsells make it hard to click the right buttons—the app added $30 worth of unwanted stuff when I rescheduled.