Customer Reviews for U-Haul of Chelsea

Rating:

5.0

Very fast and ready to mover and organize my boxes in the truck. Also double checked that everything was moved.

Rating:

3.0

Once the keys where received, the service was good. - The initial rental process on the app was unclear, hard to follow, and could have saved all of the customers time upfront if it could have been submitted the day before. - there was a single staff member at the location, resulting in 6-8 ppl waiting for the UHaul at the same time - the UHaul came with 0 fuel, with nothing clearly set in terms of fuel expectation and rights

Rating:

1.0

They don’t accept the U-Haul back overnight or after hours and they won’t let you drop off at a different U-Haul location that does allow it. Due to this it’s nearly impossible to not pay for parking, which has extra fees bc it’s a U-Haul, or risk getting towed/ ticketed on the street side parking.

Rating:

1.0

I really had bad attention from the employees.

Rating:

2.0

I was given a car with no gas in the tank and the check engine light was on, as well as a “tire monitoring system.” The tires were rusted, and this u-haul should not have been rented…

Rating:

5.0

All good

Rating:

3.0

I returned the truck with the exact amount of gas it had when I got it and was charged for 2 gallons more on the bill … I drove it 27 miles and put 2 gallons in before returning … that’s not cool.

Rating:

1.0

Tried to over charge

Rating:

4.0

The service is great but the app does not work. It would not upload the photos at the start.

Rating:

1.0

customer service was horrific, waited over an hour to actually receive the van. would not recommend at all.

Rating:

3.0

The check-in process on the app is clunky. I could not figure out how to upload drivers license and passport information before I was at the location. It would make sense to allow users to do that in advance. If you are worried about fraud, then simply geolocate their submission to their residence/address instead of the store.

Rating:

5.0

Keep doing what you’re doing. It was very pleasant working with the U-Haul staff.

Rating:

1.0

TERRIBLE customer service. Every single employee I spoke with was rude—from inside at the counter to the garage pick up. Hard to achieve that even. Must come from the top down honestly. Will avoid this place as much as I can.

Rating:

2.0

I asked about the gas policy and was told not to worry about it, only to get hit with a charge for gas after I had returned the van and left the facility. Also, the staff seemed overworked and were exceptionally uncommunicative and difficult to understand. The man behind the desk had to walk me through the app, which frustrated both of us. Why make customers stand up the counter and fill out a request online when someone is waiting to help you behind the counter? I won’t be renting here again.

Rating:

5.0

Very nice representative who helped me out with the mobile app as I am not ver good with my iphone

Rating:

5.0

Professional staff, quick and easy process to pick up and drop off

Rating:

2.0

The check out process is way too slow. I did my check in online and it still took me 35 minutes to get a truck despite already having my truck number.

Rating:

4.0

The check in requirements are too burdensome and invasive. It creates a lot of tension between the customer and employees. You need to modernize your policies to be more like a car rental service than an equipment rental service. It should be easy and frictionless. Not arduous and confrontational.

Rating:

4.0

Probably have 1 more customer service person

Rating:

1.0

I cannot say I had a good experience dealing with the Chelsea U-Haul location. I had driven down from Montreal with a 10-foot box truck that turned out to have very poor brakes. With a full load and while driving through the hills of the Adirondacks, this was extremely stressful, to say the least. Once I made it to New York, I contacted U-Haul Roadside Assistance. After speaking with three or four different representatives, I was directed to the Chelsea location to have the truck either repaired or replaced. Unfortunately, things only got more frustrating from there. Instead of helping me resolve the mechanical issue, they closed my reservation and charged me approximately $1,600 for returning the truck to the wrong location. I had never asked to end my rental or change my drop-off location. I was there because U-Haul Roadside Assistance had specifically instructed me to bring the truck in because of a brake issue. When I disputed the charge, I was told they had tested the truck and found the brakes to be fine. I questioned how they could properly assess the problem by driving an empty truck at low speeds in New York City traffic, when the issue I experienced was with a fully loaded truck going through steep hills. My concerns were repeatedly dismissed. It took a very unpleasant and unnecessarily confrontational discussion before I was finally heard. I made it clear that they either needed to waive the $1,600 charge or return the truck to me so I could continue my original reservation. At first, they seemed unwilling to do either. They refused to give me back the truck, stating it needed to go to repair!! Eventually, the charge was reversed, but not without suggesting that it could potentially be reinstated later. What disappointed me most was the complete lack of ownership of the situation. I was repeatedly told that the Montreal location would have to deal with the problem, even though the Chelsea location was perfectly willing to charge my credit card $1,600. I understand that individual U-Haul locations may operate independently, but as a customer dealing with a nationwide company, I expected much better coordination and customer service, especially when I was following instructions given to me by U-Haul's own Roadside Assistance. Overall, this was a frustrating experience. I would not use this particular location again and would recommend choosing another U-Haul location if you have the option.

Rating:

5.0

The lady at the front desk was very helpful and friendly.

Rating:

5.0

Nothing, the staff at the west 23rd street are awesome

Rating:

4.0

I found the app difficult to use for check-in on site. Thankfully the person managing the desk who was there in the flesh was very helpful and patient. The cargo van I rented was clean and easy to drive.

Rating:

5.0

The staff is friendly and courteous. Their trucks are always clean.

Rating:

5.0

Manager at time of pick up was extremely helpful, efficient and courteous making the check in process effective. Return was extremely easy with just having to drive-in, drop off and go. No waiting.

Rating:

4.0

I wish this location had after hour drop availability, but I understand that it would be difficult for Manhattan.

Rating:

4.0

Allow for desk check-in rather than all in-app/online.

Rating:

1.0

I made the reservation on line, inputted ALL the information needed, yet when we picked up the truck, we had to answer EXACTLY all the same questions over again, download an app, and waste an hour of time. WHAT IS UP WITH THAT!

Rating:

4.0

The truck was perfect customer service, was kind however the truck was missing the dolly This created several issues and challenges for my moving day. Though I got the $12 back the cost was far greater than that.

Rating:

5.0

Drop off in 2 minutes. Drove in directed. 2 people handled. Out in 2 minutes

Rating:

1.0

Customer service was awful, no instructions or help just curtly told to use the app. Plus this is the second time that the vehicle was completely empty of gas, the first time I ran dry before I could get to a gas station, the second time I brought the vehicle back with a 3/4 full tank with no compensation, awful treatment and scammed out of money for the gas. Despicable

Rating:

5.0

Truck was provided with only 1/8 of gas. I could only go a couple of miles before I had to find a gas station before running out of gas.

Rating:

3.0

I'm trying to pay the additional $10.00 for Manhattan congestion rule yet unable to quickly and easily find how to on website.

Rating:

1.0

There is a world of difference between your advertising and the reality. Furthermore, I returned the van with more fuel than it had when I picked it up, yet you charged my card $6.60 for a gallon of gas plus an additional $15.95 in fees. I have proof, too; based on my past experience with you, I took photos and videos when I first picked up the van. I am very disappointed with your service!

Rating:

2.0

Staff behind desk very unwilling to help

Rating:

5.0

I honestly thought it was above and beyond. I found the customer support on the phone to be very helpful, and the staff on 23rd street - particularly the woman - to be kind and efficient and also helpful. And everything was clean, and so affordable . Thank you for everything.

Rating:

1.0

everything that could go wrong went wrong

Rating:

3.0

I had to pay for another day because they don’t accept after hours drop off, and you guys wouldn’t let me drop off at another location.

Rating:

5.0

The woman who checked me in was extremely helpful, patient and kind. Overall experience was excellent given the stress of moving in NYC.

Rating:

5.0

The woman who helped me at the counter was fantastic!

Rating:

5.0

No comment

Rating:

4.0

Equipment was clean and they had what I needed. Kind of a turn-off to get to the counter where you'd typically show your license and credit card etc and just get the key and have bro at the desk be "you need to download the app and go through the process online", meanwhile I'm doing that nonsense and he's just standing there looking around.

Rating:

5.0

Improve website.

Rating:

1.0

Kirk, the manager of this location, yelled at customers and was verbally abusive. Uhaul should seriously consider whether Kirk is fit for his current role.

Rating:

1.0

The verification process I was subjected to was an absolute joke. It took over an hour you should ashamed

Rating:

1.0

With all due respect I have been renting U haul for 20 years that I am here, and I never had worse experience till this time at this location, the Laddy that was working there, was mad and not helpful not just to me but to everyone

Rating:

5.0

Always great to pickup from this location

Rating:

5.0

Not a big fan of the self guided rental process. But convenient location from where I live.

Rating:

4.0

Just try to keep good truck in Manhattan we need them Chelsea is the show case you should of never sold off all the original properties that you had on twenty third Street you sold off some property for housing and made your operation smaller but you still give good value and service

Rating:

3.0

Not sure why I had to do all the check in by myself on an app even though I had requested to do it at the counter but then was rushed by the staff at return and they told they would do it before i had time to make sure I did not forget anything. It was not a good experience.

Rating:

5.0

The guy was funny when I dropped off - he did some dancing and I enjoyed him.

Rating:

5.0

The lady at the front desk was amazing, incredibly helpful for a U-Haul first time user.

Rating:

5.0

Woman at front desk is the best!!!

Rating:

3.0

So the process is absurd, the website doesn't work well and the staff lacks knowledge/authority to address appropriate departures from what is alleged as "policy" even for things that make no sense. If that's a location issue or incompetence as a corporate matter, it's hard to say but overall they made an already frustrating experience even worse. The facility and equipment were nice though.

Rating:

4.0

Provide truck with more than a 1/4 tank of gas. especially since the truck uses so much gas.

Rating:

3.0

More than 1 person needed at the register. And someone to inspect the vehicle with the renter.

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.