Customer Reviews for U-Haul of Chelsea

Rating:

3.0

the personality of the salesperson behind the counter was a bit harsh. no time for any softness or smile, just kinda ordered me around as a customer. not really a pleasant experience

Rating:

5.0

Friendly and helpful staff. The process of renting and returning was very efficient

Rating:

5.0

Excellent and professional

Rating:

3.0

While the location is easy to get to and the vehicle itself worked well, the front desk associate did not have a good attitude, was not welcoming, and was short with his responses which did not make for a great overall experience.

Rating:

5.0

Their rental rates are not exorbitant but rather reasonable. I recommend this location to anyone looking to do their own moving within the city limits. 👍

Rating:

1.0

Check-in experience was very poor for the international driver license holders. I've had to retake photos of documents many many times before they finally got accepted! The app was also crashing multiple times which didn't help at all! I uploaded a photo and it was black, then uploaded it again and the app crashed. Very buggy software. Additionally when I booked the truck I clearly filled in the return address in Jersey City, but when I picked up a car and then returned it I was charged extra for the wrong drop off location! Apparently in the order the return address was the same as pick up address - in Chelsea, NYC. Nowhere in the order process was I asked for the return address and nowhere in the final order that was mentioned. How would I change it?! That is totally unacceptable.

Rating:

3.0

Very well located, that is all.

Rating:

5.0

I was shared a fee for cleaning the van which I received dirty. This was second time I get a dirty van and charged the fee. I have over 100 rentals from U-Haul.

Rating:

3.0

the pick up process is toooooooooooooooooooooooooooooooooooooooooooooo long!

Rating:

4.0

Have more gas in tank . Not on empty and have to make a stop at start of journey

Rating:

2.0

I was informed only upon arrival (could not find on your website prior) that interim drivers license could only be accepted with original license. In New York State, when you exchange out of state licenses, they take your original license. It is literally impossible to have your original license at the same time as an interim New York state license. When I asked for clarification on this situation your sales associate was condescending and dismissive. Luckily I was able to have my friend provide a license and drive.

Rating:

1.0

The check in process was so dumb, despite there being an employee at the desk I was refered to an online 'bot' which was useless and don't work. Took 45 minutes just to get everything confirmed. Moreover, months later I am continuously receiving different kids of bills asking for more money. Enough. This was a terrible experience, will never use Uhaul again.

Rating:

5.0

Excellent service, fast and easy

Rating:

5.0

The app on my phone is so not the best. But everything else was excellent

Rating:

1.0

I arrived a little before 8 AM to return my U-Haul truck on time and avoid penalty fees. When we pulled into the garage, there was no attendant present, and two trucks were blocking the entryway, preventing us from pulling in to drop off the vehicle. We went inside to check in, and I saw the male attendant walk out looking visibly upset. The female receptionist told me to go back into the garage and find him. It was clear there had been some kind of disagreement between the staff right before I arrived. My partner and I began the return process in the U-Haul app and started taking the required photos. When I saw the attendant in the garage, I approached him politely to ask how to drop off the truck. He completely ignored me, no acknowledgment, no eye contact. I asked again. He ignored me, got into one of the trucks blocking the entrance, glared at me, and said, “I’M BUSY.” I told him I just needed to know where to leave the keys. Instead of answering, he drove off to the other end of the garage. I followed and asked again. He yelled that he was the only one working and that I needed to wait. I explained I understood he was busy, but there was no reason for him to ignore me or speak to me that way when I was simply trying to return a vehicle. When he continued refusing to answer my question, I pulled out my phone and began recording for my safety and documentation. Only then did he suddenly decide to do his job. He finally told me I could leave the keys in the truck. The behavior was absolutely unacceptable. No customer should be ignored, spoken to aggressively, or forced to start recording just to receive basic assistance. I will not be returning to this location.

Rating:

3.0

The good and bad. Good - The check out on the app is so easy. The person at the front desk when I picked up was so nice. Car was clean. Drop off process so easy. Bad - The guy who was there when I dropped off couldn't have been grumpier. I tried to be extra friendly to perk him up. All I got was 'your receipt will be emailed". I had picked out the cargo van since it was on the smaller side and figured easy to drive, but when I arrived was issued one of the newer and larger cargo vans (thank you though for the upgrade) which was a little harder for me to feel comfortably driving around the chaotic streets of NYC. My main quibble with uhaul overall is your marketing which is misleading -starting price $19.95. All in all I owed $110 to go 14 miles. A bit much. I knew it wasn't going to be $19.95 once I started going through the steps. I added on the $30 insurance, I opted for the gas refill but there is no way I used 2 gallons of gas going 14 miles (google it not possible). The fact that there is a $15.95 facility fee for Chelsea (nearly a 100% mark up from the starting price) is ridiculous. I can accept everything else but the facility fee seems like a selfish cash grab so for this reason alone, I will not use u-haul again.

Rating:

5.0

Excellent- thanks.

Rating:

3.0

I picked “counter pick up” so I would have someone process me -not so I could stand at the counter and do mobile check in myself It should not take 20 minutes to check in and get a vehicle

Rating:

3.0

Please ensure there is anough gas to go for some distance. the 20' truck that I pickup had only 10 miles to empty.

Rating:

5.0

Van i rented was like new, everything was smoothe and efficient. Will not hesitate to use again in the future.

Rating:

5.0

Highly recommended location but do not think about asking the "return staff" any sort of question regarding the equipment and/or the return process. Most are miserable, are on their phones, and do not acknowledge the customers whatsoever! If you have a question, go inside, and save yourself the hassle.

Rating:

5.0

Excellent customer service from checking in to getting vehicle to return.

Rating:

5.0

Nice experience

Rating:

4.0

Lil smell of cigarette but it work got the job done

Rating:

1.0

Very rude service counter person. rude truck mechanic.

Rating:

5.0

The employees are the best at this location This is my 5th time renting a truck from this location every time I go I'm treated with respect and kindness they make the process seamless effortless and efficient. I truly appreciate them All the employees should most definitely get a massive raise They earned it Blessings to you all 🙏🏾👑🏁🙌🏾🫂🥰💪🥇☮️

Rating:

4.0

the pickup was not as easy as i’d like…the app wasn’t performing well and the desk staff wouldn’t manually i put the information on their end….that said, they were nice guys.

Rating:

3.0

The front desk agent made changes to my reservation that was not happy with and I might add that upon walking in he was complaining about doing his job and helping customers. I’ve been to many other U-Haul locations and never have heard such a thing from the staff.

Rating:

5.0

Everything was good.

Rating:

5.0

Extremely professional. Very impressive service.

Rating:

4.0

This was my second option for renting a cargo van, because I saw some warning reviews, but I’m glad I came here instead.The check in process will take a little longer than you expect, so make some time for that, but it was relatively quick. The lady at the front was straight-forward, but very helpful. The van itself was almost brand new. It was in great condition and had new features such as carplay and a reversing park camera. I would recommend this location. The pick-up and drop-off was also very easy.

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