Customer Reviews for U-Haul of Chelsea

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,

Rating:

5.0

Always great service 👍

Rating:

3.0

Our uhaul came with only a quarter tank of gas, but the records at this location said it had 9/16 tank of gas, which was completely wrong. We ended up paying both to refill the gas and for U-Haul’s extra gas charge.

Rating:

5.0

They didn't say much but they made it easy.

Rating:

1.0

guy working was mean and it took nearly an hour to get the keys due to check in system problems

Rating:

1.0

1 hour wait...

Rating:

5.0

I frequently rent from this location once per week; consistency, and convenient location!

Rating:

2.0

the people inside are great. fix the checkin in system on the phone took me 40 minutes to be approved what a waste of my time. especially when I rented a car literally a few days prior...

Rating:

5.0

Always A1 I have been renting for over 10 years

Rating:

3.0

The lady at the counter was extremely nice, patient and friendly. When I decided to keep the van for a second day, it was updated in the system and everything. Yet, when I was parked right by the office the next day morning before 11AM, one of the vehicles attendant was extremely rude and disrespectful for telling me : oh you know you’re about to return this vehicle right? No good morning, no hi sir, do you mind if I ask you a question. Just straight up rudeness and cocky attitude. Please refrain from speaking to customers however you feel like it, only because I look like you. Show some respect to every single customer no matter their age and skin color. The vehicles attendants are the rude ones as if they don’t like their jobs and customers at all. I skipped many other U-Haul locations to go that one in Chelsea. Which I didn’t have to go to. My work vehicle broke down on W 34th St and towed to Long Island City where my mechanic is located and I needed a rental to provide service for my clients. There’s a U-Haul location 2 blocks from my mechanic, but I used the Chelsea location, so please be kind to your customers. Again, thank you to the wonderful and extremely polite lady who checked me in when I was doing the rental the very first day.

Rating:

5.0

Very nice staff and quick turn around

Rating:

1.0

The workers are every rude I will never work with this establishment again it’s sad how they talk and disrespect the people of the community !!

Rating:

5.0

always great service and vehicles

Rating:

5.0

No one was there to help, but that was ok.

Rating:

5.0

The location is great but Fix your mobile app why is it im always waiting about 10-15minutes for approval and I rent a van or truck evey week. It's so annoying. If there was another rental closer I would have been going with them over that approval wait. I like to be in and out.

Rating:

5.0

Don't rent U-Haul vans with no gas in the tank. The one I rented had just enough gas to get me to a gas station. Thank you.

Rating:

1.0

The guy at the front desk was awful when it came to direct communication. Didn't appreciate how things were done

Rating:

5.0

Very helpful and Friendly staff

Rating:

5.0

Great as always.

Rating:

3.0

drop off is a hassle! make your app better

Rating:

5.0

Pick up and drop off smooth. Helpful receptionist. Fair pricing. Good supplies. Dependable.

Rating:

1.0

I paid for gas, I went 5 miles. FIVE. And they thought they needed to charge me for 2 extra gallons of gas. So uhaul of Chelsea thinks it takes 3 gallons of Gaga to go 5 miles. Absolute theft.

Rating:

4.0

The window opener for the driver door. The little knob kept coming off.

Rating:

5.0

The only issue I had with the rental was that the Sideview mirror on the passenger side was loose and kept moving and blowing towards the truck. Fortunately, I had someone with me to adjust it and look to the right lane when I was changing lanes.. well this could’ve been potentially dangerous.

Rating:

3.0

Scheduling an available vehicle. Although on a number of occasions through your customer service line, I scheduled pickup at the above location, I kept getting notification of pickup elsewhere. On 1 occasion I got the correct pickup location, however, shortly afterwards notification was received to pickup elsewhere. Is it an app problem? I followed up on this the morning of pickup and when I talked with customer service, the pickup location was confirmed as requested. The notification that was sent was incorrect. It took a while to scan the QR code with my iPhone. Although the company is making sure that customers are who they say they are and is guarding against fraud, the online signup appears to be time consuming. Reconciling the toll cost some time after final payment and return of the vehicle is a bit annoying. How this process can be better handled is something that may need looking into.

Rating:

4.0

Location fee is the only problem for me. Otherwise, love this location and all the agents who are the best.

Rating:

3.0

PLEASE MOVE AWAY FROM THE PHONE-ONLY RESERVATION AND CHECKOUT PROCESS. I HATED HAVING TO USE MY PHONE TO RESERVE AND PICK UP A VEHICLE.

Rating:

3.0

Dolly wasn’t in truck. App wasn’t working to reflect I didn’t have a dolly. Frustrating app experience

Rating:

3.0

The cargo van's rear door had a faulty locking mechanism. Roadside support attributed it to a rubber seal obstruction, but the on-location technician disagreed when I dropped off the van. Aside from that, the van was fine to drive — however, the door issue caused significant delays and frustration throughout my trip.

Rating:

3.0

convenient location,. pick up was better than last week but drop off was worse.

Rating:

2.0

U-Haul came with a quarter tank of gas. Checking out app did not work well

Rating:

1.0

The lady working the counter at U-Haul of Chelsea at 536 W 23rd Street, New York, NY 10011 the morning of July 8, 2026 was extremely rude, passive aggressive, and unhelpful. I noticed my van was low on gas and asked if I could get a different van since I was going deep into New Jersey. She refused, which is OK if that’s company policy, but the way she did it was very abrasive and unprofessional. When I then asked her to clarify what kind of fuel the van takes in case I need to fill up on the way, she continued to be passive aggressive and unhelpful. When I told her that her customer service skills have room for improvement she replied “then don’t rent from us”! This person clearly doesn’t care about helping customers or about doing her job with any degree of professionalism. Is it U-Haul company policy for employees to be rude and passive aggressive to clients? Is it U-Haul company policy for employees to tell clients NOT to do business with U-Haul? That seems counterproductive. It truly seemed like the person I dealt with hates her job and was purposely trying to be as unhelpful as possible.

Rating:

2.0

I was extremely dissatisfied with the pickup process. There was a worker at the location but I was forced to do the whole process on my phone.

Rating:

1.0

U-haul representative was texting friends on her phone while interacting with me. Never made eye contact. Rude when speaking, as if doing me a favor renting a truck. Told me the system wouldn’t allow the rental due to a past outstanding charge. Told me I had to call a toll free number and figure it out. I called and the recording said 50 min wait. I told Erma, I think was her name. She shrugged her shoulders and said “ So.” I held in the store for over an hour while movers waited. When a person answered she said it was a past charge I had indeed paid but the company had never entered the payment in the system. I went back to the line telling Erma there was nothing to pay, it was a problem with the U-Haul system. She said “that’s impossible,” and continued to text with friends while completing my transaction, complaining with her co-worker about “stupid customers.” TERRIBLE EXPERIENCE

Rating:

2.0

Staff was not particularly helpful or friendly. I was directed to do everything myself on the app (on my phone, while I was standing there, when I had already done everything to create the reservation online weeks in advance) and then they just handed me the keys and said have it back by 4pm or call before if not.

Rating:

5.0

The staff at the Uhaul in Chelsea was superb. The van was clean and they were running a very tight ship! Excellent service. Only note - was that my vehicle had just been returned by someone and the tank was on E. Would be helpful if y'all could refill on site. I ended up putting $20 in gas so the next person wouldn't have this issue, but having some gas tanks / extra for filling up would mitigate some of this. Just an idea! Staff was great and will rent from here again.

Rating:

5.0

The U Haul app is sometimes a little difficult to use Thanks

Rating:

5.0

Very smooth experience. Truck was ready to go, check in very easy, and the person at the desk was super professional and helpful. Price was right. Would definitely use this location again.

Rating:

5.0

Best service

Rating:

4.0

Counter staff that took care of me was exceptionally friendly and helpful check-in was a breeze and the garage crew were willing to answer questions on return as well 🙏 Great! Smooth experience overall

Rating:

5.0

Easy and efficient. Much appreciated.

Rating:

5.0

Easy drop off for us

Rating:

2.0

The lights on the radio kept turning off so it was impossible to find a station. When i returned the car I told the service person about this and he did not believe me because at that moment they worked. I had the car for a full day - believe me, it kept happening. You should look into this.

Rating:

3.0

No

Rating:

5.0

Quick & easy check in on my phone. Thank you!

Rating:

2.0

Took a long time to get us the truck. Missing information. Missing equipment. Generally unhelpful staff. Just a pretty unpleasant experience, staff aren't allowed to help.

Rating:

4.0

My drop off location was horrible. Calling now to know why I was charged additional money.

Rating:

1.0

Check in experience was very poor. I arrived, had to scan a bar code despite there being someone there to help, had people cutting me in line, when I finally got assigned a truck I went outside to wait for the staff to give me keys, waited 30 min then was told that I was assigned the wrong truck. Then I had to go back inside for them to change the truck assignment, then went outside waited another 15 min to get my truck. The entire experience was disorganized, stressful, and took way longer than expected.

Rating:

1.0

The personnel had no idea what was happening behind the scenes. Despite making multiple calls, they were unable to help me or inform me properly of what was happening with my items, which remained locked up without proper handling. Overall, rather unhappy and stressful experience. Would never recommend to anyone.

Rating:

1.0

Multiple hidden charges

Rating:

5.0

Honestly I was pretty late. I had miss read the time and the man behind the counter accommodate me with my rental agreement and still got me the truck. Place was great , hevwas the man and I thank him

Rating:

2.0

Location closes early on weekends, long line to return on weekdays, difficult return process. Trucks never have enough fuel