Customer service wasn’t as pleasant. Seems like you were bothering them. I used to go a lot a few years ago and the service was great.
Ramon VegaCustomer Reviews for U-Haul of Chelsea
Testimonials From Recent Customers
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.
You've taken a simple rental process and made it tedious and inefficient. If all of those steps were digital why couldn't I do it when I reserved the vehicle? Why was I standing in the store on my janky phone trying to complete forms that I could have easily done earlier at home? It wasted so much time since I first had to wait in line. When you walk in the door, you should immediately be told to start filling in the forms. Why did I need to wait in line doing nothing for 10 minutes? And why on earth are you verifying my emergency contacts in real time. They get a random spam text or call, so of course many of them will ignore it. Also, why am I providing you with so many of my personal contacts' info at all? There are endless ways for you to verify who I am without resorting to contacting my family and friends - least of which is that you have my driver's license and my credit card info.
Eli SzusI rent a 15” truck on Wednesday to drove to Poughkeepsie for donated a stuff thing and when i drove back to returning a car the rain began to pouring so i tried to used windshield wiper and i did anything but i was’t working i called to roadcar assisstane but i haven’t time to stop a car to talked with them. Cause those time 4.30 pm and i have 2 hours to drove return a car so I drove the car even though it was raining. Continuous 80 miles from Poughkeepsie to NYC without windshield wiper that was very mostly risky that cloud kill me and there is a risk of accidents and when I returned i told the old guy and told him with our problems and they said they checked everything with the car before so if they literally checked the car it it should be work and they said they don’t know what happened and not even give me explaind what happened with the car and also the give that car with a engine light on that all i would to say Thank you for reaching me
Chalermphon SuvititkulRepresentative behind register was very helpful to everyone checking in!
Julie SopkoIt was frustrating to have to give U-Haul 3 people’s contact info to verify my out of state license and deal with this on the app while there was a rep physically in front of me who would not help. Check out took 30 minutes. The car also had more damage on it than the pictures showed, so I had to take pictures and describe all the additional damage. aside from the drop off, the experience was not smooth.
Neil ChristiansonHonestly, the check-in process was a disaster. I had to use my phone and your idiotic website (and change my settings?!?!) to check in, but also the guy inside changed my truck number and I had no way of knowing that. A random employee had to help me figure everything out. I also did not get the hand truck that I paid for. Why did you contact my other contact?!?When I went to return the truck (again using my phone), an employee again told me I didn’t have to do that, and he could do it. Truck was fine, however, but Jesus, you guys need to figure out the check in process. Also I should never have to use my phone (or download an app?!?) to use your product. I likely won’t rent from you again.
James DelavanIssues with your app. Guy at the counter was fantastic and helped solve the problem. Very knowledgeable, He even gave excellent directions!
A von PfeifferBetter customer service
Chung LeThe prices are not honest, when I was doing the booking the price estimate was 60$ and when I finalized the online booking it went up to 80$ but once I picked the van the final price went up to 110$. With the same insurance and mileage I had estimated in the online booking. There is work to do in relation to the transparency as there is none with the pricing.
Peterson De Morais ClaroHad a previous experience where my van was not checked in and I was overcharged. Upon reporting it I received notice that it would be looked into but the situation was never resolved n the overcharge never refunded.
ELIANA COLONWork On Your App
E T McDonaldI was incorrectly charged for 2x dolly’s and a pack of packing blankets after I physically returned them to their respective location at this facility. I have called customer service twice after seeing my bill that was emailed to me (they told me at the facility after I dropped off the truck that everything was fine) and this location has not answered them or addressed this.
Patrick RitterGOOD CHECK IN AGENT!
Tom MandelReally terrible and rude customer service all around
ERIC DoughertyMy issue was with the online check in and online check in only. It’s ridiculous! The fact that I couldn’t sign in with someone at the store, and had to find someone for them to verify me at 7am on a Saturday was wild. Good experience at the store itself with the employees, but the online check in was an AWFUL experience and took way too long.
William KuzelYou have to bring back a strong service desk with some real employees. It took way to long for me to rent with my phone. Get some more employees so when a customer comes in they take the head shot, lic pics, confirm the other phone number and Payment and the customer leaves in 5 minutes. Don’t be cheap
Greg MelnickWorse customer service ever. The guy never help or do anything to make it easy . Just setting and playing with his phone
Avraham kartzGreat service all around!
JAMES OGDENVery friendly and professional.
Karen StephensService was super positive.
Janeth GarciaNO ONE INFORMED ME OF THE CLOSING TIME OF THE CHELSEA LOCATION AND IMTHE APP/WEBSITE ALLOWED ME TO BOOK THE CAR PAST OPEN HOUR, SO I ENDED UP PAYING A HUGE FEE
Maya GreenbergWonderful service and experience. Thank you so much!
VALERIECHRISTINE ZAVISThis was the WORST customer service experience i have ever had. It took 45 minutes even though I had a reservation. Your QR code / app experience was awful. Everything was a disaster. only 1 person working, about 20 people waiting. It was truly horrific.
Peter GiordanoPros: - Staff is relatively polite and nice. Cons: - when you pickup vehicle, there is a 10 minutes wait for someone remote to check your paperwork; - Vehicle was not clean, a warning light for the tire system was on; - actual fuel gauge level was not where the contract mentioned.
Thomas GravinaThis is a really convenient location in Manhattan and the pick-up was seamless - they had the truck already parked on the street for us when we arrived and check-in took ~15min max.
SAMUEL STENDERThe check in/pick up process is ridiculous. Also, I was wrongly charged for 3 gallons of gas. plus a service fee when I only went 3.6 miles.
JEREMY EISEMANDrop-off was extraordinarily efficient
Charles SteeleFast service, convenient location, friendly reps and clear car
Helen PesolaThe actual pickup process was horrendous. Site is implementing this multi-step online verification process, which no one was notified about beforehand. Every customer was having trouble. It took me an hour to pickup my u-haul, when I am a repeat customer and have picked up a u-haul seamlessly many times, including in other states. Additionally, the front desk employee was rude and not helpful. After pickup, the actual process was same as usual and drop off was very easy (the only reason I am giving 2 stars).
Laura Jimenezgreat, thank you!
ARJUN GOKHALEI would tell anyone i send that they need to add a lot of extra time because uhaul never saves any dl id and the registration process is time consuming even for someone that has rented 100 times before. For some reason with using uhaul as many times that I have, i needed 2 verified ppl to be able to rent despite the fact that I never damaged any equipment or stolen anything unlike many of your customers.
Bradley CarltonI have rented from UHaul many times over the years. Due to nature of my work, I am moving almost once a year and renting UHual for at least once a year if not more. I arrived to pick up my truck and was told that they need to verify me via phone call to two different person because I have NV License. I am moving to NY and that's why I am renting this truck in NYC and how could I possible have NY License. Just moved to NYC and I do not know any one to give and all my contracts are in NV and West Coast. At 7:30am in NYC when I was picking up my truck, it was 4:30am in NV and West Coast. They gave me so much hard time to get some one on the line that it took me almost an hour to get my truck. The gentleman behind the counter was very nice to help but it was beyond his control. I have no idea which Genius in UHual Executive Team came up with this stupid idea that there is an agent behind the desk and he can't do anything to help a customer. It was very strange for me to stand in front of an employee and texting to someone else remotely. I understand the verification process is a must in these days but you could not get any more stupid than this process. I have all my information in your system, my DL number and I am even paying with the same credit card from my previous rental in Las Vegas. There must be a way for you to verify such information but you would rather call some one on the phone that you don't even know. I could give a homeless guy a phone and stand right outside your office to answer your call. I hope this message goes back to those Genius and have them review my profile please. See how many times I have rented. Now this might have been my last time at UHaul. Next time, Penske...
ZAW OORepresentative at check in was a solid professional
THOMAS MORRISThe best service !!!
Vyacheslav TsyganashService great!
Diego Macedo BarrigaI had 5/8 fuel when returning the truck as i was supposed to. Staff asked me to pull it in the garage and it dropped to 4/8 doing them a favor and i got charged $15 for the fuel because of this
Addison BernikerEverything went great for me so I can think of nothing to improve on customer service.
EJ ShellmanThe gentleman who assisted me on early Saturday morning was very polite and professional. Bravo to U-Haul for having such a team member.
Steven Hirthgreat van! super fast check out and check in!
Thomas MintzGreat service as always
JOSE FLORESJust the reminder that I brought the truck back with more gas then I initially got it in Toronto but I got charged so I spoke to Michael last night and I guess he fixed it and I’m going to receive the refund soon. Regards
Ray NalchigarThe mandatory use of the App delays truck pickup. Its easier that if you're at the counter all document/ID approval is done in person. When returning the equipment I was yelled at by one of your employees for no reason while he was sitting down watching videos on YouTube. He was beyond disrespectful calling me "stupid faggot" instead of asking me if I needed help navigating the return location. Then the employee bystander just yelled at me saying blankets had to be folded for return. Since I was verbally attacked by your other employee I decided to leave things as they were in the truck. This is outrageous. Your employees know people who rent at UHaul are not F1 drivers and try to do things the best way they can. Not only he criticized my driving but discriminated against me in the most offensive way. When yelling at me he signaled as if he was ready to approach and attack physically. What if he had attacked in the name of the company? Expect from me a formal complaint against this employee and the company.
Alejandro Bonil VacaI am not one to complain, but I had such a bad experience with the store manager Kirk that I need to speak up. The app allows you to book after hours pick ups at Chelsea, but now as I understand, Chelsea doesn’t offer that service. I showed up to the store at 5:45am for a 6am pickup, but I was told by the U-Haul help line that the store forgot to leave my truck out and I’d have to wait until they opened. So I waited outside in the freezing cold for over an hour. Once the store opened I told Kirk, very kindly as I assumed he had nothing to do with the mix up. And he cut me off and very condescending told me it wasn’t his problem because they don’t offer that service at this location. This was the first time I had heard this information. Not only was the rest of my experience with Kirk absolutely awful, but he was also very unkind to all of the other customers in the store. As a physician I deal with people every day, just as Kirk does, but I could never imagine treating someone like he treats customers.
Benjamin RodriguezExcellent
Karina AscencioThere were 3 challenges: 1. The check-in process was extremely tedious and cumbersome. It took me almost 20-30mins to complete it along with the assistance of a personnel there. U-Haul could learn a great deal from Enterprise and other rental companies to streamline and accelerate the process 2. The vehicle I got was supposed to have at least 25% fuel left as per the invoice/sheet, but it was almost empty. Without U-Haul taking accountability for what it was handing over to me, it felt like they were trying to cheat/rob me 3. The online reservation process was a hassle with predatory design to upsell/cross-sell. I understand the importance of upsell & cross-sell for business, but if I was willing to spend $20, and if you were trying to make me spend $200, you may get some more money from me, but you lose my trust for repeat business / word of mouth. The choice is yours While these are things that U-Haul corporate could improve, I appreciate the customer service orientation of in-store personnel who acknowledged these challenges and tried their best to workaround / alleviate these challenges. Thank you!
Anantha Krishna ManuguriThe check in process is better now with the app, but it is still unintuitive and slow. You could make it smoother. I don't get why a 19.95 per day van has a rental rate of 19.95 plus a rental charge of 19.95. Did I read that wrong?
Sean BradyEnvironmental Fee:$1.00 Facility Fee:$15.95 - why im charged for this? I don’t agree with this charge
Ardian QrimiIt took them an hour to process the pickup - I had booked it online the day before and booked 2 guys to help me move some furniture, but was not able to be there myself for the pickup. You had all the information including the drivers' license of the driver, and my credit card. Still it took then an hour to process and people behind him in line were getting angry. I had to pay the guys for extra time spent doing that. That would be nice if you could reimburse me $60 for the extra time they had to spend there.
Ricardo Hernandez OteroThe check in process was the only problem, for no apparent reason it took 45 minutes, the rental agent had to use my phone and his U haul phone. Somehow the mileage was recorded incorrectly and the original final charge was going to be for 90 miles, when it was really only 48 less than 50. I had taken a picture, so I was able to show the mileage when I left which was 13759, return mileage 13813. The van was completely empty. When we first got it, I mean completely empty. Warning light on very few miles left to empty.
Nicholas GuldeI used the application from the phone, and made the payment of $53 in total, when I went to pick up the van, the price automatically went to $130 and this is not the end of the reservation I made, I waited 1 hour for it to be confirmed, which means that I paid 1 hour for the van and they still didn't give me the confirmation, the van was not cleaned, when I returned the van, they charged me 1 additional payment of $23.84 and the total is $154.63. I don't recommend it because they are cheating and they are thieves, from the $53 that I paid over the phone, the total went to $154.63 I DONT RECOMMEND U-HAUL 🛑
Shkelzen ManukaDid not like having to do entire pickup of vehicles on phone But overall good
scott levaggiHave someone focus on their work instead of playing with their iPad lol
JOSE REYESThanks for making the process so easy.
Bennett KenagyThe attendant at the front desk was incredibly friendly and everyone was helpful. All equipment was available and ready to go.
Ashley Ford-WebberTo sum up, the vehicle was unsafe. Staff was rude and there was no assistance whatsoever. Check in took 30 mins
Andres BonellThe check in process was one of the worst experiences of my life. Whatever consulting firm recommended this should be sued for malpractice and whatever internal team at u haul green lit this shit should be fired for cause. I dont know for sure, but the check in process was likely more painful than what I imagine being sodomized by a Shaquille O'Neil would feel like. I mean holy crap...fix this shit asap. I would rather have one of my fingers cut off with pliers than have to go through that experience again.
Jarad RosenbergThe people working here were unfriendly and off putting.
julie goldbergRemove your needless verification system or at the very least make note of it during the reservation process and hire staff who are even the smallest bit interested in being helpful
Jake KileThe 24/7 rental app needs work. You should be able to upload a picture of your passport from your phone. The app would not load properly even though I have a strong signal.
John LingbeckThe problem was not with the location, but with the online process to retrieve the keys. I had my International Driving Permit with me, and my foreign driving permit, and my passport with my visa with me. I just couldn't do it. The online agents were asking for documents but the AUTOMATED PROCESS was not recognising any of them. It took us 90 minutes until the woman on the counter showed mercy and told us that there was a possibility by holding my passport during the moving, so we accepted. That automated process is "bulls_ _ _" if it does not accept all the possible options. 90 minutes to retrieve the keys is just UNACCEPTABLE.
Teodoro Andres Lairla Morlansone big problem. you do not sell one day Liability Insurance. In Manhattan, unlike the rest of the USA< there are. any people (like je) who do not own a car and therefore do not have liability insurance for automobiles. Hertz and Avis sell such insurance3, at rather very. high price. I would not rent again from U-haul, despite all the other advantages, unless I could get such insurance
Stephen CohenTracy was extremely helpful
David Friedman