Customer Reviews for U-Haul of Chelsea

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 of Chelsea

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Maya Z. on

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I am incredibly dissapointed with UHaul. I arrived at UHaul at 7:10 and was unable to leave until 8:45. The mobile check in would not work, and the front desk also was unable to check me in for over an hour. When I finally was able to get a truck assigned then the credit card system would not process any cards (not just mine, but other customers). I ended up being an hour late for my movers costing me about $150 extra! I have been a loyal customer to UHaul but this was honestly unacceptable.

Nicholas W. on

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Have people working the front desk who are enthusiastic to be at work.

jack r. on

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Customer did not leave a comment.

Andrew L. on

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Again, this was the second location that I went to. It was excellent. HOWEVER, your Team sent me to a different location that did NOT accept returns. I then spent 45 minutes sitting in the truck in NYC, was transferred to 7 different people (literally!) before verifying that it was okay to return the truck to UHAUL Chelsea. You team and your service were uninformed. Online service and phone service were beyond horrible. Hank goodness that the Team at UHAUL Chelsea we’re professional and courteous.

eric c. on

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Customer did not leave a comment.

Christopher H. on

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Gregory G. on

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Person who checked me in for my rental was absolutely horrible. Terrible, terrible attitude. Going to another location next time that's much further away, but can't give my business to a place that employs people who treat their customers that way.

Alexandru G. on

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I had to go in and speak to an agent to pick up my truck, despite it being a self pickup location, perhaps in the future, place trucks reserved downstairs already so people can come and go quickly. The two ladies working the register wasn’t enough to handle the line of folks, it took me 25 minutes to get my truck

BILLIE S. on

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Mike M. on

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Maria A. on

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The computer system was offline and the person that was in front of me vented to me that he was on the line for 30 minutes.

HARVEY Z. on

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This was not our first choice. It took an hour to get to the east side where we were supposed to pick up the truck. Explain the dual mirror system. It took a few minutes to realize it was the bottom mirror needed to see passing motorists.

Wei D. on

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I drove 3 miles, and the lady on the cashier told me to pay 3 gallons of gas, really, 3 miles?! Ok, I paid it because the one showed on the meter has noting look like what she showed me on the screen, paid for my lesson.

James D. on

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At both check-in and check out it was hard to get the attention of staff (at both counter and in the garage). Surprisingly there weren't other customers occupying their time; staff just couldn't be bothered to end personal mobile calls or redirect their attention to customers from inventory.

Daniel D. on

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Was only disappointed to have to pay a "facility fee" – would be great if you could remove that moving forward.

Deborah M. on

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Minimize wait time by having more customer service agents.

Gary O. on

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I was so pleasantly surprised at the cleanliness of the operation and how efficient it seemed to run.

James N. on

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The person that I dealt with was excellent.

MIGUEL M. on

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MICHAEL G. on

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Ira C. on

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Better coordination with corporate emails Get honest employees who do what they say they'll do Put the customer first, not last When you screw up, do more than just correct the invoice

John L. on

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gary t. on

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Nothing at all!

John B. on

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Jon N. on

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SUSAN B. on

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michael a. on

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rubin c. on

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Continue having professional employees at this location is all I ask. Courtesy is everything!

Allan M. on

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Provide or contract with a place for parking out of town cars and or brief layover of U-haul trucks to accommodate moving time slots. I’m happy to pay for the service.

Scott M. on

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Customer did not leave a comment.

Patrick Diaz H. on

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It would have been nice to have everything I ordered in the uhaul already (ie dolly and pads) instead of the DIY approach of picking things up throughout the warehouse.

Holly S. on

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We put gas into the truck and the meter didn’t register it and was charged $19

Steve A. on

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Customer did not leave a comment.

Allison K. on

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Tell customers that you don’t have after hours drop off especially when their reservation ends at closing time. I sat out in the van in the street for an hour on the phone with customer service trying to figure out where to leave the van... answer is NOWHERE. I had to pay for parking overnight. Thankfully a nice customer service woman at your center in Phoenix helped to extend my reservation so I didn’t get charged for a late return.

Huy T. on

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Customer did not leave a comment.

nicholas todd b. on

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Customer did not leave a comment.

anthony g. on

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Uhaul claimed the gas tank was 1/4 full when I picked up the truck. it was nearly empty. I needed to put in gas before I left manhattan. I returned the truck in VA with 1/2 a tank. No credit for that I assume. Also the evening staff in Manhattan told me to go ahead and use my personnel EZ pass, but to call E-ZPass first and add the U-Haul truck. I called EZ pass, not true, verified that when i looked it up on the U-Haul website. Please have your staff better informed in regards to tolls.

Noah H. on

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Seyed J. on

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Michael B. on

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I wasn’t told that I had to pick up the dolly and blanket from another area. It was my first Uhaul rental and I assumed those items would be in the van when I got it. My fault I didn’t check first, but perhaps if the check in person wasn't working so hard to be nasty, she may have remembered to tell me.

RONA P. on

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Nothing it was PERFECTION

Kendra B. on

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Customer did not leave a comment.

Isabelle C. on

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Customer service can be a little nicer

Sunday S. on

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The gentleman working the counter at 1 pm on Thursday 7/4 was extremely helpful and knowledgeable. He provided excellent customer service, and I will definitely come back to U-Haul and recommend this location to friends.

Steven W. on

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Excellent customer service and friendly personnel.

Pedro R. on

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Customer did not leave a comment.

Nathan M. on

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kevin r. on

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Very happy with the Excellent Service

Josheen O. on

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SAMEER G. on

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Steven C. on

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Service was extremely slow and inefficient. Customer service representatives were rude.

Katharine W. on

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There was hardly any room for my truck when I arrived at 4:45 on Sunday. The guys were nice and accepted my truck because it was on my contract. What was not easy was finding a gas station in NYC to fill up my truck!

jenny w. on

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Customer did not leave a comment.

David G. on

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i rent vans from you regularly and they are always great. This time though, i think this one had been in an accident or had too many bangs to be roadworthy. The rear RH indicator did not work at all and the door on the side of the van wouldn't close properly. Also when it rained hard, water poured in through the top of the drivers side door.

Venkat D. on

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When I returned the van after a hard day of moving, the person who took charge of return insisted I fold the blankets.

Richard K. on

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Customer did not leave a comment.

ARTURO G. on

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Monette F. on

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Friendly staff and very efficient drop off process.

Anne G. on

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Customer did not leave a comment.

Roger S. on

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This locations is inadequately staff. Took over 30 minutes to wait online to get check out. This is not the fault of the check out staff. This is the fault of management who did not staff this location properly. Why not have a self check out kiosk? I already provided all the information online. Why have an express check-in online process when the clerk still have to do everything manually at the location. Double work! Poor understanding of the check-out process.

Nicollette C. on

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The manager Will, at this location is great! However I can’t say the same for his team. They leave you on hold for a long time or take forever to answer the phone. At times they were also short and rude. I called the corporate number to get a direct line of contact for the location manager and he was able to somewhat turn my experience around. While moving is stressful enough, every moving part involved needs to be on the same page and carry out consistent exceptional service.

John M. on

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Customer did not leave a comment.

Amir L. on

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Staff are not friendly at all, very o welcoming and helping. They also charged me facility fee which I wasn't aware of - this is unacceptable. Don't think will use this service again

Marcel C. on

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Bad customer service.

jon t. on

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I have sent a email to service@uhaul.com

Amy W. on

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Customer did not leave a comment.

Marissa H. on

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I had made a self service drop off at this location in my reservation because I did not know what time I would be able to drop it off after moving. We pulled up 20 minutes after closing time and a man told me to not leave it on the lot because the location was closed. This was extremely frustrating since I had specifically requested self serve for this purpose. I had to drive around to find a place to park the truck for the night and return at 7 am the next morning once the location was open again. Once the location was open, it was a very easy process

Douglas M. on

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Customer did not leave a comment.

James D. on

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The staff was very helpful and accommodating.. Their location was very busy but they helped everybody and made the experience a good one!

David M. on

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charging me for gas at rate of $50 plus for driving a total of 5 miles .just so unacceptable. have used uhaul 20 plus times in last 10 years and never have felt so taken advantage of as this

Jesus N. on

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Customer did not leave a comment.

Robert C. on

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Awesome service workers, workers are very professional

Nicole L. on

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I was forced to use a different pickup location than what I'd requested, and then charged a $15 facility fee for that location, on top of the inconvenience. Also the fuel reading on my contract was overstated, which caused additional inconvenience of having to go back and request an update to the contract, which then was not properly processed, causing me to be charged for fuel. Requesting refund of $27.74, which covers both errors.

Evan B. on

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There didn't seem to be enough people working the return bay considering how high-volume it is this time of year. The people (person?) working did a good job, but there needed to be more staff.

Gregory S. on

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Customer did not leave a comment.

Ben W. on

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Online check-in “does not work” at this facility - meaning vehicles are not appropriately tracked. The customer service when renting was very good, but only two people worked the counter and it took approximately 35 minute a to be seen as a result. Customer service when returning the vehicle was terrible and gender discriminatory in regards to the employee’s attitude. He kept telling me I “should have” parked here, I “should have” done this. No one told me where to navigate the vehicle when returning, no one told me there were multiple lanes for parking, and it felt like I was getting chastised because he didn’t want to do his job. And it’s not because I was unwilling to correctly park the vehicle - I would have parked it in the spot they wanted, but no one told me where they wanted it, they just retroactively told me I was wrong. And while I was treated this way, two people directly behind me, of a different gender, were kindly directed where to park, with familiar and friendly tones. I walked out of there feeling upset, and like I had done something wrong to make this employee treat me this way. That’s one of the worst customer experiences I’ve had.

Kumar R. on

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Wait time is huge to check in even if you have checked in on the mobile. As they repeated to me, it does not matter what the mobile says.

peter f. on

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Customer did not leave a comment.

Kevin W. on

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smooth sailing

David L. on

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The pick up line was a bit long and the return line was also long. Could just look at ways to have more staff on hand to expedite the pick up and drop off process. In general, it was a very good experience and would rent here again!

Justin D. on

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My contract said that I was due to return my truck at 2pm- I signed this paper and signed nothing else. I was called at 8 am to return my vehicle charged a $150 late fee. I am disputing this charge this is predatory.

Donald B M. on

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Thomas L. on

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When we went to drop off our vehicle the representative was extremely rude and told us we had to wait until the next day to return both of our trucks! We had to drive 41/2 hours home and both my husband and my son had a full schedule of patients starting early the next morning. Clearly keeping two trucks overnight in NYC would be impossible along with getting a hotel room etc.,etc. We were told they had a drop box and we could drop off anytime. Eventually another employee showed up saw how distraught we were and worked out our return. However after driving 4+ hours moving my other son in and setting up his new place for many hours then driving thru the city to return our trucks so we could then drive another 4+ Back home the last thing we needed was a uhaul employee refusing to take our return until the next day!

Robyn S. on

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Customer did not leave a comment.

Stephen P. on

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Did not accept online reservation. Slow check-in process.

Aaron G. on

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denzel b. on

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Sam B. on

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Very helpful guy guided a half dozen of us through the drop-off procedure using the smartphone app; much more efficient than handling each transaction one at a time.

Kyle W. on

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One of the workers cursed/threatened me, the fact that this is considered acceptable behavior is insulting

thomas p. on

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Forgot to give us pads. Had to wait an hour.

Francois M. on

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Customer did not leave a comment.

Stephen D. on

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Customer Service at this facility is the worse. Extremely slow and don't really care. They seem annoyed that they actually have customers. We were trying to confirm drop off time and options and all she kept saying is has to be back by 8:00 even though the were open till 9:00 . But I had the rental past that time, and clearly it was booked past that time, and she just said has to be back by 8:00pm. No options or help. THE WORST!!!! The getting the truck the outside service person was slowed and again could careless. It was painful.

Ayham B. on

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Milind K. on

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abigael f. on

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patrick m. on

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Line to hire was quite long at opening time with only 2 staff to process

cara k. on

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Marylena M. on

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Compared to our recent last experience in New Rochelle, NY, this was worse. The van was not clean, they charged me a type of dolly that they didn't have, the staff was not courteous.

Rakhi K. on

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Customer did not leave a comment.

Louise G. on

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There's no drop box not good at all

Vicente C. on

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There’s a disconnect between the mobile/online option and the operations of this location. I wasted at least 40 minutes standing in line because they don’t use the web based system. So all that pre-work was a waste. The place itself is disorganized. Not clear what to do, where to stand, where to wait. Why couldn’t there be an express line for those of us who did the pre-work on line? Why wasn’t my add one (blankets, etc) ready for me? The people working in the equipment bays were doing the best they could but the disorganized management created unnecessary stress and dysfunction that was pushed onto them. The van was great, the hours were fine and physical location convenient to the downtown population and its proximity to the highway made it easier to get going. I would recommend this location only for those reasons, not for the service, as noted above.

Abdulaziz E. on

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Helpful staff and easy to find.

Andreas D. on

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App check in was ignored. What’s the point of filling out information and ID verification if they make you wait in line and do it again?

Dana F. on

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Unacceptable customer service. My location for pickup was changed the night before, spent an hour on the phone with customer service, only to be told there was nothing they could do about it and it was my problem to figure it out. Unacceptable if you reserved a truck in advance and I think you should revise your policy to guarantee that you get a truck where you specified. I know from talking to friends that they have also had this experience with uhaul and I would not use uhaul again.

Kenya S. on

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Amyra was amazing everything else was horrible. There needs to be more staff at the front desks and more organization and efficiently with equipment return and pick up

cecile lepage f. on

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To whom it may concern. On March 20th, 2019 I rented a Cargo Van from U- Haul to set up an exhibit at Pier 94. I remember my hired driver making a turn onto 9th Ave from 23rd Street, which was blocked by traffic we had us in the bus lane briefly in order to avoid an accident but immediately corrected our path towards downtown Manhattan. I understand the problem of cars in the bus lane, parking or stopping, blocking the ability for a bus driver to pick up passengers safely and to stay on schedule as I am a avid patron of the bus system. We did not stop or park in the bus lane using it briefly in order to avert an accident. Unlike what the traffic cam seemed to have photographed. I therefore ask you to dismiss the Ticket #4010806308 and associated penalty Cecile LePage

Laura Max H. on

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Customer did not leave a comment.

Nick T. on

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I called to verify that I can drop off the vehicle after the store closed because I was renting it at 7pm. They assured me that I could. When I arrived I was informed if I wasn’t back by 8:45pm that I would have to retain the vehicle over night and be responsible for parking. The purpose of the phone call was to move up my reservation if need be. I received no financial relief and was told by the worker at the location that it’s customer services fault and there was nothing to remedy the situation. I cannot see how customer service could be misinformed about a locations after hours policy? Based off what I went through I would not recommend this to a friend.

gail b. on

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The gas indicator on the contract was marked more full, wrong AGAIN- my photo taken of the gas and mileage upon pick up was proof and the bill was adjusted. This is a pattern of deception!

NILTON C. on

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Michael M. on

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Jim B. on

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agent wrote down wrong tel number so when I tried to return truck on line, did not recognize me

William H. on

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The entire experience was excellent. The van was ready when we arrived for pick up! The employees were very helpful, went out of their way to help us with directions.

gabrielle f. on

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Most unhelpful company/associates. Rude and Unaccommodating

Christopher B. on

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I could only rent a van for less than half a day and I had to pay a full day's rate. Ridiculous.

Elizabeth M. on

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Stephanie O. on

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Sam l. on

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Jose F. M. on

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Wait was too long The first truck they provided was badly damaged, it took them a long time to replace.

james p. on

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ben c. on

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u-haul ... thank you. you are one of ours. OurZ' do it best.

Nicolas G. on

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NO INDICATION OF THE AFTER HOURS POLICY WHICH FORCED ME TO PAY 100 DOLLARS TO PARK THE TRUCK OVERNIGHT IN NYC

Daniel J. on

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Slow pickup process, slow dropoff process. i.e. lots of waiting around Did not live up to the promise of easy curbside pickup using just your phone. Too many hidden fees and add ons.

Cheryl C. on

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luis g. on

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Christian D. on

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I preordered online a van, a tv box, furniture pads, and a dolly. The van got upgraded to a truck, which I didn’t want or need. The tv box was missing parts and they didn’t have any extra boxes so my $2,000 tv didn’t have any protection. They were out of furniture pads so my furniture was stacked on top of each other and got damaged during the move. And the dolly was never provided so I had to lift everything by hand. Of the 4 things I ordered, I didn’t receive anything as planned. This was the WORST moving experience I’ve ever had and I worked for a moving company for two years. I will not use U Haul services or equipment ever again. I had a much better experience with Penske AND it was cheaper.

BARBARA E. on

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Yoon Sun T. on

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There wasn’t anyone receiving so I had to wander a little bit to find a help but once I got help it was fast and great

Charles E. on

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You should never give someone a truck in Manhattan with less than 1/2 a tank of gas. My truck had less than 1/8 of a tank. It's almost impossible to find a gas station in New York.

John C. on

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Faster cashier process

Peter O. on

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I made reservations for a 10' local truck several weeks ago. When I arrived at my scheduled time I was told there were no local trucks available and initially told there was nothing they could give me. Pretty much, 'tough luck.' Luckily another customer service rep spoke up and came up with a solution of substituting a one-way truck. I would be very leery of using this site or some other large volume Hertz site again.

Joaquin G. on

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Everything went really smoothly!

Kale B. on

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I had to wait in line for about 20 minutes to receive my truck which took away my moving time. In addition, I reserved a furniture dolly online when I initially reserved the truck but I was told at the store that there were none available. Why would you give the option of reserving a dolly when it is not garaunteed? Had I known it would not be available, I would have made other plans on how to move my furniture. As a result of UHAUL’s poor planning, my move was extremely difficult and stressful. Will not be renting with uhaul again.

Beverly P. on

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I rented a truck that they said was FULL but it was just below full. When we saw told this to an attendant, he said to take a picture of the fuel tank gauge and the mileage. We did. We went 4 miles. And filled up with a gallon. They still charged us $6.00. And refused to talk about at drop off (where the car was reviewed and we were charged) but unstead directed me to the store with SUPER LONG WAITING lines!!! We waited 15 minutes and then said it is not worth it. Are you kidding? We spent the time to fill up the car with one gallon. I am very disappointed in UHaul. I would also like to share this on social media and would appreciate if you direct me to your FB site.

Tahereh S. on

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Originally rented from East 10th street, a block from my apartment. Location changed to west 23rd last minute. This added 1 hour cross town commute by train AND 45 minutes cross town drive on each end, plus extra 5 miles round trip (aka $10.) When an extra 3.5 hours and 5 miles are added by YOU, I should be discounted for inconvenience rather than charged for extra use.

Annie G. on

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My only small complaint is with the automated reservation system.!Ehen I changed the date of the pickup because of weather, the CDW came off my order and it erroneously changed from a 12 to a 24 hour rental. Good thing I checked. Otherwise, I was very impressed with your operation. A lot of trust and respect is shown for the customer who is assumed to be competent unless proven otherwise....Oh, one other thing. You should give renters a more realistic cost projection. My rental with all the taxes and fees was twice what was projected, plus gas. Part of this was my fault in that both the rental counter and I underestimated the mileage to the Bronx and back.

emily h. on

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Soshian S. on

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Sue H. on

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JOSHUA COLBY L. on

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Good service, quick help, no complaints.

Curt S. on

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Mary S. on

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Monica B. on

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Christopher K. on

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arlen h. on

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It has nothing to do with the location and has to do with the uhaul app. The app does not work for this location since the vehicles are brought down by the elevator. You should have these locations tagged in your app.

Geoffrey G. on

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Excellent and quick.

Scott B. on

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Customer did not leave a comment.

bertrand l. on

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There are a lot of additional fees that were not expected. This is not acceptable.

Ingrid K. on

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michael l. on

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Someone should remind your associates that they work in a service industry....NO ONE smiles or thinks about the customer first. Instead everyone seemed to either bark a command at you or not be descriptive enough to know what to do next. The equipment and convenience is what keeps you busy, not your people who interact with your clients.

Lisa K. on

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Customer did not leave a comment.