Customer Reviews for U-Haul of Chelsea

Rating:

1.0

Genuinely the WORST experience EVER. I had a 9am-9pm reservation that was switched the day before my move. I ended up getting a new reservation for a completely different location from 4pm-9pm making it almost impossible to complete my move in time to return the truck. I arrived and it took over an hour for me to even get the truck and was informed at 4:15pm that the latest dropoff was 4:30pm despite my reservation saying 9pm. There were no vans available for the next day so I had no choice other than returning the truck in the morning. In new york city you cannot legally just park a 10ft truck on the street. I spent several hours (and many miles) looking for parking only to have to pay $50 for a spot in a commercial parking lot at 1am and pick it up before 6:30am the next morning. I dont think this experience could be any worse.

Rating:

1.0

Upon p/u the gas tank had a range of 15 miles to empty. First out of the way stop was to a gas station - should be the stop before drop off . Upon drop off when i brought this up - his reply was “oh well”

Rating:

1.0

The check in process took an hour and in that time nobody told us that there’s no option for people with a foreign ID to use U Haul. We had to fill out the forms 6 times and nobody was able to help us in person. The truck had barely any fuel and the offered credit to refill it was considerably less than what refilling it to that level would have cost, I’m not a fool to give you free fuel.

Rating:

3.0

The app does not seem to suit this location. Ot felt like I was pushed around to multiple people and webpages just to do the same thing that one person used to help with.

Rating:

5.0

They made it quick and easy.

Rating:

5.0

Hi

Rating:

3.0

This is less a review for the Chelsea location, and more for the previous location I went to on 124th and Lexington (166 E 124th). I had made an advance reservation at this location and when I showed up, there were no trucks available. Additionally, the individual working at the location refused to help me rebook at a different location or give me the $50 credit that should have resulted from the reservation not being met. I had to cancel the reservation on my own and rebook at the Chelsea location.

Rating:

1.0

Terrible experience at every touch point. My guaranteed reservation booked one month in advance was not at the lot, I had to spend $60+ ubering an hour away to pick up the truck and then Curt at the Chelsea location was a complete ass hole. Then I filled the tank up above 1/4 and was somehow still charged $40+ for gas. Such a scheme and I will be sure to share this experience with my audience.

Rating:

5.0

It’s my first time using U-haul I was overwhelmed with the service specially the after hours drop off also customer service was helpful and very responsive.

Rating:

2.0

Pickup process was unclear and took way too long. The code that is emailed is unnecessary and impossible to get for those that lack a smart phone or device. The instructions for pickup are also unclear as they state a passport and lease are sufficient verification; our location ALSO required contacting two other individuals - who were not awake at 7am while picking up truck. Overall, worst Uhaul experience ever.

Rating:

5.0

Really quick pick-up, the van was clean and basically brand new! Back-up camera (super helpful in NYC), AC, and easy access (side or back doors). The staff was fast but polite and to the point (in a good way!). All around great experience.

Rating:

5.0

The location itself was good/great, but your new identity verification requirements are onerous, frustrating, and serve no clear purpose. Also, please stop trying to digitalize/automate the entire rental process. It is not more convenient for customers or employees, even if it saves corporate a few bucks. Nobody wants to download the U-Haul app or talk on the phone with a remote agent (whom you are no doubt trying to replace with AI) after waiting for like 45 minutes. People want to talk to other people!

Rating:

5.0

Much better experience than the last time I returned. It wasn’t busy so I think it helped.

Rating:

3.0

After I spent about ten minutes checking in on the app, it would not accept my photos of the vehicle sides to document prior damage. I told an employee, and they told me that the app is full of bugs; I had to use a web browser on my phone instead. I'd already invested 10 minutes in the app, and, like most Uhaul customers, I had a timed rental and had paid movers waiting at home. I didn't want to be wasting time. Fix your damn app!

Rating:

5.0

Excellent, very good

Rating:

5.0

We had a great experience. The young lady at the counter was so helpful, patient and polite. Amazing customer service!!!!

Rating:

5.0

Check lights. Flashers were not working at the rear of the truck. Front desk staff were excelent!

Rating:

3.0

All was well , drop off a bit confusing but swell , overall .

Rating:

5.0

Friendly stuff.

Rating:

5.0

thanks great service. women at the counter was very, very helpful.

Rating:

4.0

directions for drop off were ot clear and personnel was slightly rude

Rating:

3.0

When I told them about the oil they didn't even acknowledge it. a simple wow I'm sorry goes a long way.

Rating:

2.0

I made the reservation to pick up the van at. 130 pm, and return before 7 pm. When I went to pick up the van, the agent at the counter said "there has been a change to your reservation, and you now need to return the van within 3 hours, before 5 pm. If not, you will need to find a place to park the vehicle so it doesn't get towed, and return it tomorrow (Monday) morning by 8 am" Clearly, the facility had decided to close down that Sunday night at 5 pm. No apology, no kindness, just matter of fact stated by the agent. This created tremendous stress and problems for me and my son. I don't live in New York, and had to return to Delaware to work the next morning - so clearly I was unable to either park the van overnight in NY, or be there the next morning to return the vehicle. My son does not drive. So this meant we had to take the van, drive to his place, load all his stuff into the van, move the stuff to the next location, unload his stuff, and then return the van to U-Haul, all within less than 3 hours. An impossible task, that led to us having to break up the move into smaller segments, and caused significant inconvenience. I've rented with U-Haul several times in the past, and this was clearly the least courteous, most callous, and most stressful move we have made.

Rating:

5.0

Always a great experience with friendly and helpful staff. However, I was charged a refueling fee even though I picked up the van with the orange fuel light on and returned it with three bars of fuel. Unfortunately, this has happened a few times. I hope this can be reviewed and corrected.

Rating:

5.0

The Counter Assistance Sue ( if i hot her name right) was Amazingly helpful she gets a gold star for customer service,but the help line telephone number was horrible and the wait time for an operator way too long.

Rating:

5.0

You can tell customers and put it in writing that you should not only bring the van/truck with a 1/4 tank but no more because U-Haul will not reimburse you!!! No one said a word. I filled it up and left more than a half a tank extra. I spent $100.00 and received no help in getting at least $50.00 refund back. What kind of service is that? I want to make formal complaint and get reimbursed for more than 1/2 a tank still in the van. I was told no gas in tank would be $5.75 a gallon but nothing about not getting reimbursed for too much gas.

Rating:

3.0

Employee can be a bit more courtieos

Rating:

5.0

I enjoy renting from this location, but my only complaint is your app to get the trucks are always difficult and longwinded. Is there an easier way?

Rating:

1.0

This entire situation was awful, Everything is on app which is buggy and needs the staff to help you. There should be opportunity to opt out of the awful app and get actual customer service. The entire purpose of these overworked due to understaffing is to help you with the awful and unacceptable app. No one tells you that not only can you not keep your car parked there during the rental (which is common place when you pick up a UHAUL), but there is no parking anywhere. All this makes it take hours to get your vehicle, It is so stressful that they close at 7pm in Manhattan. You must return by 6:45. To make matters worse, the said that the tank was half full and it was 3/8th full. I bought gas to get it back to 3/8th of a gallon (which is hard to do in Manhattan) and the still charged me for 1 gallon of gas at over $6 a gallon. Just awful and this is a company owned store. The reviews on their own website are awful! Uhaul, do you care? If yes, please address your horrible reviews stating all of the problems people are having and fix this!

Rating:

1.0

Extremely poor pick-up process. I arrived early before my previously scheduled 11am pick-up and still didn't leave with the truck until after 11:40am, which ate into my time. Everyone around me was also having problems. Most had to get on the phone with U-Haul customer service to secure their truck. The truck was also almost on empty gas so the first thing we had to do was go to the gas station. The attendant said he hoped we would actually make it...

Rating:

4.0

Hire more people to work in the office. One person taking care of three people at the same time. Although he was effective in doing the work and very helpful it seemed too much for only one person. And somewhat stressful for me. Van was not cleaned completely. Some one had spilled a drink in the front and the stain was still there.

Rating:

3.0

The pick up was HELL

Rating:

2.0

There are drop off box therefore we could not drop as told to at pick up. No after or before hours services available. Multiple customer were disappointed since they could not drop off, since there is nowhere to part trucks in Manhattan.!

Rating:

2.0

Overpriced, disorganized

Rating:

4.0

We should have been charged for one day, not two. Noone told us about 4pm deadline. We wd like a refund of $29.95, $17 and $7 totaling $53.95 plus tax ASAP Thanking you, V.

Rating:

1.0

Muy mal servicio tuve un inconveniente con una renta de un truck, entre el vehículo todo en perfectas condiciones y personal q lo recibe me dice q todo está bien horas más tarde me llega un email con un valor extra con el daño de una llanta me parece inaceptable que aparezcan cobros extras luego de entregar el vehículo porq yo lo dejé en perfectas condiciones y si luego en el parqueo dañan algo ya no es mi responsabilidad. El vehículo lo dejé con todo bien más no con una llanta dañada como dicen ellos. Deberían toman en cuenta que uno entrega el vehículo y ese comentó hacer el chequeo necesario

Rating:

5.0

Always great service and vechiles.

Rating:

5.0

The app is a bit cumbersome but the staff and experience was excellent.

Rating:

5.0

uhaul always does a good job.

Rating:

3.0

The online check-in process is awful and frustrating and I should have just done in-person check-in. Also the guy who I returned the van to was really grumpy and gruff, treating me like I was an idiot or something.

Rating:

5.0

I was amaze on how easy the rental process ( pick up/ drop off) was The staff were very helpful. I will rent and highly recommend this location again.

Rating:

2.0

The technology does not work in order to pre-reserve. Verification emails showed up in my inbox 4 hours later. Other people were having the same problem, so there was a line when there should not have been. Instead of a smooth process, we got a goat rodeo. Also, I drove the van 11 miles and got charged for 3 gallons of gas. What the whaaa?

Rating:

1.0

Terrible costumer service, Kevin is not a good person.

Rating:

1.0

Not charge people for a facility where they were forced to go but did not choose to go. And have a manager at the facility who is kind and understanding

Rating:

5.0

Friendly staff always great to deal with.

Rating:

2.0

The staff inside the building and the staff inside the garage were on completely different wavelengths upon pick up. The woman inside told me multiple things clearly, and when I went into the garage to verify, they told me the exact opposite with an attitude. I eventually figured it out on my own, but no staff assisted me with finding and picking up the dolly's that came with my truck. The staff in the garage upon drop off were much friendlier. The truck itself also had issues. The steering has obviously not been checked in a while, and the steering failed me multiple times, even to the point that the window scraped against a wall in a tunnel and shattered it. Thank goodness I bought the insurance, because I would have been extremely upset if there were attempts to charge me hundreds of dollars for damage caused by the trucks own terrible steering.

Rating:

3.0

I should not have been charged the special fee when they switched me from 55th St to Chelsea. I was not made aware of that nor the increased insurance rate.

Rating:

1.0

Very unpleasant, I do not recommend it to anyone.

Rating:

1.0

After multiple email receipts specifying after hours drop off time at the same location, they texted me the morning of the rental date to change the drop off time to the following morning. If this is a policy why was this communicated so last minute ? It was near impossible to find overnight parking for the large uhaul commercial vehicle in Manhattan. Wasted my time and money.

Rating:

2.0

The preregistration process through the app was never explained as mandatory, so I had to wait a long time before receiving my truck. The location also does not offer after-hours drop-off, which was not communicated to me in advance. The person behind the counter was rude and seemed unconcerned about the delays. They also did not inform everyone waiting in line that they needed to complete additional information in the app before receiving their keys. The vehicle I was given had only 15 miles of gas remaining. Since this was a Manhattan move with a firm three-hour rental window, driving to one of the few gas stations in Lower Manhattan was not a realistic option. The hand truck I had reserved was also left out of the van. Overall, this was not a good experience. Had these requirements and limitations been clearly communicated in advance, many of these issues could have been avoided. Ideally, all required information should be collected during the initial reservation process—not completed frantically at the counter while customers are waiting for their keys.

Rating:

5.0

The agent at the register was very nice and very helpful, but once inside the garage where the equipment was stored, I was not sure what to do and how to figure out which van was my rental. A few more signs would be would welcome. Also, it's great that U-Haul buys back unused boxes, but please mention that you need the purchase receipt to get the refund. But overall, it was a very good experience.

Rating:

1.0

This location is an absolute embarrassment. The customer service is so consistently hostile, incompetent, and immature that it is impossible to believe anyone in management is paying attention. Do not take my word for it. Send someone in undercover, have them pretend to be an ordinary customer, and watch how quickly the staff exposes the entire operation. The attitude, laziness, dismissiveness, and complete lack of professionalism are astonishing. Whoever runs this franchise has clearly failed at hiring, training, supervision, and basic quality control. There are countless kind, hardworking people looking for employment, yet this location somehow assembled a team that behaves as though helping customers is an unbearable inconvenience. Management should stop responding with canned apologies and actually visit the location unannounced. The franchise owner should be held accountable, the management team should be replaced, and the staff should either be retrained from the ground up or dismissed. This is not one rude employee or one bad interaction. The entire culture of the location is rotten. Clean house.

Rating:

4.0

All good

Rating:

2.0

Followed all procedures, received a vehicle number on my phone. Attendant was unable to locate the vehicle for 40 minutes. Serviced other customers while I waited. Eventually, told me to go into the office where they gave me keys for a different vehicle. Other than that, everything went well. Returning the vehicle was smooth and uneventful.

Rating:

4.0

We were changed for moving blankets that were never provided

Rating:

5.0

The initial remote application review was too long (more than10 minutes).

Rating:

4.0

I ordered boxes and mattress bags that did not appear in the van. I have to make sure I’m not being charged for that.

Rating:

1.0

The Check-in Process was/is terrible. I will purposely look for an alternative in the future to using UHaul. WHY do you need so much personal information outside of my Driver's License? This is an infringement of privacy. I had to create an account, I had to take a Selfie, I had to grant permission on my phone to be tracked and for my camera to be accessed. I had to get another person in my circle to vouch for me (who would be called - Never happened) before I could get the vehicle? All this or I cannot get the vehicle? What is this? Completely unacceptable. Process took over 40mins and the employees were just rude when it came to helping and communicating.

Rating:

5.0

This place was great and easy. Like returning a rental car at the airport.

Rating:

5.0

Great job. That was awesome

Rating:

1.0

Why on gods green earth would you close at 7pm? You are in the middle of Manhattan, people are likely renting the trucks after work. In no world can any moving happen in the time you allow. Even the clerk at the desk thought it was dumb. Hope management touch grass

Rating:

1.0

pls warn people about the overnight return policy

Rating:

1.0

extremely rude counter woman. Very short with guests,