Customer Reviews for U-Haul of Ithaca

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.

Testimonials from recent customers of U-Haul of Ithaca

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Justin L. on

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I reserved a pickup and was given a confirmation but two days before, I was informed that no pickups were available and I would have to use a truck. When I arrived to pickup the truck, I was the first person at the location, but it still took nearly a half hour to check out my vehicle as the manager kept messing up the computer and check out system. When I returned to check in the vehicle, the one employee outside told me to go inside or use the website. However, the website did not work despite me entering my information in three times and there was no one inside for about 10 minutes. While the truck and trailer that I rented were fine, the service and management were both mediocre.

Alan M. on

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Trailer leaked in 10-20 spots, mostly riveted areas. Discovered this after packing the trailer for over 5 hours. Unpacked it and returned it for a new one. Wasn’t able to get any discount, rebate, etc. was told I need to call U-Haul HQ to make it right.

Edward H. on

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No changes needed

Helen B. on

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Customer did not leave a comment.

Joshua A. on

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The wait in this place is always long, and often the employees don't look up from what they're doing to acknowledge new customers who are waiting. A little customer service refresher would go a long way.

Robert J. on

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This location is awesome. I don’t often need U Haul’s products or services, but when I do.... this team not only has the answer, they have a smile on their face and a joke or three to put a smile on my face as well. Pure Professionalism at its best!! Yes!!

Penny H. on

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During this visit, I was assisted by a very competent woman. On previous visits, I was assisted by two different men who seemed to take a longer amount of time to conduct transactions, and seemed to need a more frequent schedule for changing clothing and conducting personal hygiene. Also, during previous visits, packing supplies were depleted, and the staff seemed to be unaware, or unable to maintain their inventory.

Alan M. on

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Checking in and paying on line does not save time. One still needs to do everything all over again when you pick up.

Joseph E. on

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everything was quick and easy

Matthew K. on

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The rear passenger side sliding door didn't always close properly because it was damaged from a previous trip. Probably warrants a replacement soon. Staff at this location are always great tho. Ricky especially understands how to handle the customers. Thanks!

Alessandro B. on

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The experience at the location was excellent. The only problem that I had was with the auto pick up. I have an international driving license, and this option was not included in the pickup application (but it was included on the website when i did the initial request for the truck)/. Because of this I had to go through the shop, queue and waste around 30-40 min of my time with the truck. Please update the app and website to include international driving licenses!

Guy K. on

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Very nice service

Arthur P. on

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ROBERT L. on

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The truck drove fine. The cab looked clean but it smelled pretty bad.

Tal C. on

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I always come back. Best staff! Thank you for the help today. It was super appreciated.

Norman S. on

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uniit c. on

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There was a very long wait for service when I arrived (waited in line for 15 minutes), and then the computer needed to be re-started. When I arrived the pick-up truck had a puddle of dirty water in the back which needed to be dried before I could use it. Between these two things, I was 45 minutes late to pick up my cargo.

Deborah K. on

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Matthew K. on

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The van smelled strong like smoke. We tolerated it, but became annoying after a while. Would have returned for an exchange if we weren't just doing a short in town move. Great service otherwise tho, very friendly

Boliang Y. on

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CHARLES B. on

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Exact opposite of the pic up location!

Sage C. on

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Michelle B. on

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Avi A. on

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Truck was not available at the time I had reserved it. Also, I reserved the truck for 24 hours but they said i had to return it after only 18 hours.

James G. on

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Myat L. on

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The express pickup using the phone didn't work well at all. The website was slow and I had to upload the photo of my driver license multiple times. Also, the first five vans that it automatically assigned were not in the parking lot. Not a good experience at all.

timothy b. on

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Cassandra W. on

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vinny c. on

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Annamarie M. on

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Courtney G. on

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ROBERT D. on

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Richard S. on

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Charles C. on

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David H. on

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Matthew H. on

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Uhaul is excellent at taking reservations, but horrible at keeping reservations.

Tracy T. on

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Tian R. on

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Scott H. on

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Olim D. on

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Matt N. on

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I drove 7 miles and put in $10 gas because of course the tank was not full when I picked up the truck like they marked on the paperwork. I had to find the truck way way in the back of the lot, behind the building and then look around for like 20 mins for an appliance dolly. And then I was told to used an appliace dolly with a diffrent number than listed on my paperwork, and it was so old and in disrepair that we didn't even use the equipment. And when I returned the truck I was told they wernt suprised the tank was not full. No staff even looked at the truck with me at all before my rental, I had to get an employee and make him look at the gas level before I left. I would say they are a hot mess and maybe need to train there employee's, except I don't think anyone working there gives a shit about how things should be done ever. After this experience I can assure you I will rent from Budget, or hire movers before using Uhaul again. I would rate this experience as a -1 in a 1-10 scale. I don't mind paying for gas I use, but I don't feel I shoild have to pay for someone else's gas.

Matthew K. on

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Daniel S. on

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Customer service representative was friendly and proficient, expediting my return so that I could continue my travels.

Michael B. on

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Alex S. on

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Tara S. on

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We stopped in on Thursday to reserve for Saturday. The customer service rep put us down for 7am-1230 pm as the truck had to be back by 1 to go back out. He was very accommodating and helpful. No complaints about that. I wasn’t happy to find out though that our reservation got changed to 1130 drop off without our knowledge. Someone went in and changed our reservation between Friday and Saturday morning. That’s not good business!! People ask for certain times for a reason. I repeated over and over that we made arrangements to have it back between 12-1230 cause it goes back out at 1. Still my paperwork said 1130. Thanks to losing an hr of moving time, we had to move faster which in turn caused an asthma attack to the person helping me. If people reserve an amount of time, you need to honor it!! My question is, what gives you the right to change a reservation without the customers knowledge!

john l. on

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Not interested in these surveys , stop sending them to me. You can improve by actually listening to your customers !

Sam S. on

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Inexperienced and SLOW service. Waited over 1/2 hour just to return vehicle. Not enough qualified employees to handle the business. Whole procedures were held up so someone could rent a storage unit and nobody knew how to complete paperwork - this was a joke. Clearly no sense of urgency towards customers - snails pace.

arleigh p. on

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Michael F. on

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The only suggestion I would make is to have a couple more employees working around this time of year. But no complaints

Yingfan X. on

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There wasn't someone to go over the damages prior to the rental so I ended up paying for damages I didn't cause

hugh m. on

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Ramses G. on

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David S. on

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The young woman that checked me in and out was very nice, upbeat and great at customer service.

John A. on

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Andrew S. on

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Joseph K. on

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ROSE C. on

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Ricky is always extremely helpful and kind at the Ithaca UHAUL.

Deanna M. on

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alison j. on

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I had booked a 10' truck far in advance. When I arrived to confirm the booking a day in advance they said the truck had an engine problem. I think someone should have planned for this - I did not want to rent the 15' even at the same cost! Joe Greene, the manager, drove 8 hrs round trip to get a 10' - he should be commended for this!

Marie B. on

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Terri is always a pleasure to work with.

yan x. on

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David C. on

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William J. on

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I rent an enclosed trailer twice a year to go to Canada. You always give me the oldest and most beat up trailer available. Costs are increasing to a point where I am considering buying my own trailer.

gina k. on

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Have the attendant check vehicle for potential dings and things with the customer to help the process and avoid stress about missing something and then being charged ( or worrying about it).

Robert F. on

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javad b. on

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Eamonn M. on

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Norm D. on

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Person failed to follow proper instructions and remove 80% of protective rubber panel instead of 7 by 3.5 inch rectangular tract. 2) wrong hardware (too small) and one bolt not tight Not a good day for u haul! Or me! - I talked to manager will need to come up with a remedial solution

Mary T. on

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I picked up my van using my smart phone. The site was very slow responding.

Michael B. on

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truck looked fine but drove / shifted very poorly. Also - truck was taken with 3/4 tank of guess and returned with a little more - yet days later I got a $70 charge on my card and a bill saying it was returned with only about 1/4 tank which is impossible. Truck was was refueled right before dropping off. I am disputing the extra charges. I have had great uhaul experiences before and if this is resolved I will leave a better review.

John P. on

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The on line registration was SLOW! The address and contact information was entered earlier why did it need to be entered again? And why ask for a pic of the license when it could have been done at the time of registration. The ten minute wait for 'verification' was very frustrating. Never again!

lewis c. on

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It was a great experience!

Deborah M. on

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sara a. on

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Super easy ckin and clout upon return. Dan was friendly and efficient.

john l. on

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Johnny On the spot were wonderful helpers. They were fast and friendly. As for my property I had a set of $150.00 Bullhorns that were damaged in transit !! I have photos if needed. Unless I am reimbursed for these horns I have had 15 years, I will never use or recommend your service ever again !

Sipeoy W. on

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Got me in and out fast Services

Jeromy B. on

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SUSAN H. on

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U need more employees. U guys were slamming when I went for my pick up time . Same guy checked u in , left the counter , set u up & had to come back for next customer . Well old guy behind counter didnt seem to understand his diverse nationality of customers but perhaps if he we could understand him too would of been nice. Mayb he was frustrated being alone but shit he works for uhaul. You r a busy company. For me that guy wasnt the old man . He spoke English & understood English lol. I did my reservation on the phone but when I got to the Ithaca location b4 my time , I ended up waiting almost 2 hrs cos whoever I spoke with reserved it wrong . Mayb some more training for your people would b helpful .

Mark Z. on

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ERIC S. on

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Keep up the good work! Friendly staff, short wait times.

Brett O. on

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Marie B. on

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Terri & Ricky were amazing as always.

John B. on

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Ordered hitch and wiring and scheduled an appointment online. Stopped by store the evening before my scheduled appointment, because all my calls went to the U-Haul call center and I could not reach the store and was told I was not on schedule and there was no one to install the the hitch the day of the scheduled appointment. I had paperwork showing my appt. 4/16 at 8am. Rescheduled for 2 days later at 3PM showed up and was told the hitch wasn't there. I expressed my dissatisfaction and was informed by GM that he would "try" an make it up to me by adjusting the price. He advised me that my hitch would be overnighted and be there by 3pm 4/19 and they would call me and let me know it was there. NEVER RECEIVED A CALL!!! Rescheduled 2 days later 4/20 and the hitch was installed and wiring was not there (received a call while waiting asking what I did with the wiring I was given when I was there for the 4/18 3pm appt.) I was never given any wiring. Wiring I ordered online was $49.95 (CQT118525) 4-flat which they did not have and the installer found and installed (14488) wiring ($8.50) he said it was approved wiring for my vehicle. My issues are, most importantly you cannot contact this store directly as they do not answer the phone, while I was there 3 different days no one ever picked up a ringing phone. Do not tell a customer you will call them or take care of them if you don't plan on doing it. If cheaper options for wiring are available give the customer the option of getting them. Finally this place was one of the most dysfunctional places I have ever dealt with and would never recommend having a hitch or wiring installed to anyone. In fairness to this location I have to add that over the years I have rented trucks here and have had absolutely no issues. Also the installer Jessie was professional and polite.

Michael F. on

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devyn b. on

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Don't charge customers for preexisting damage.

Joseph S. on

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bill s. on

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Don't over book appointments other than that great job.

Qingqiu H. on

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none

Kenyetta B. on

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Karrie H. on

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The service was deplorable and horeable they didn't look over the truck with us or anything

Coralee M. on

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Everything was great! The staff was friendly and responsive, and I had a great experience.

Martin A. on

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Key wasn't available for my van. Only one of two people in the office could actually do anything to help me, which seemed really inefficient.

Anthony Y. on

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Mary P. on

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Jeff S. on

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The entire time I was towing there was a vibration. I towed this for over four hours. I had noticed the tires on the driver side were worn however on the passenger side the front tires had its cords exposed the tire was so old. This I noticed as the person from Uhaul was unhooking it. Next time I would look at the trailer more closely before I leave with any trailer as I rent quite often.

jonas n. on

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Make sure all employees know the system before they screw up someone else account up.

William W. on

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They were going to charge me for gas, but the person working there told me it would be cheaper if I filled it myself. He saved me thirty dollars! :)

Charles N. on

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Have working computers so I can check out faster.

colleen e. on

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Manager Joe Green and associate Terri could not believe that they sent be across country with such a bald tire. They also found three holes in the floor doing a light test and a possible crack in the front right side ceiling where my bed was. Terri did not like the way they hooked up the trailer when she removed it and gave me a replacement pin at no cost since mine had some how disappeared. She said I was very lucky and she is right, I was.

Doris D. on

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Christine B. on

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Nothing. Very friendly and quick service.

Timothy L. on

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James P. on

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Saturday morning end of the month, Two counter employees present. 7 customers present and a hours time to be ready to pull out with the rented trailer, even with a reservation. Computers were working very slow and almost all information had to be typed in manually( with an online reservation). Staff was very friendly and courteous, and helpful, even with being backed up! I know its hard to judge how many employees to schedule on a weekend morning, just saying. The afternoon return, however, was fast and painless. There seemed to be ample employees available at the time.

Tera C. on

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Canon S. on

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Thank you so much for making my move happen today - you fit me into the schedule on short notice.

Ross B. on

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mikayla a. on

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George B. on

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Every thing went perfectly. Great people. Great experience.

kyle o. on

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Nothing it was great experience

Gale H. on

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garry g. on

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Robert M. on

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William B. on

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sherry r. on

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Thomas J. on

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Nothing - I Wish all business transactions could go this smoothly

Robert W. on

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Angel was terrific, she was pleasant, professional, enjoyed working with her

Sandy C. on

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Ricky and Terri were both fabulous. I have rented trucks and vans from the Ithaca location and have been highly satisfied. Your need of a App that doesn’t work and causes me extra time on something that your wonderful employees handle quickly and efficiently is ridiculous. Your employees and your smooth rides are your strong suit. Stay with what works! Sandy Cozzarin

Ian K. on

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The TPMS system was malfunctioning. The van was dirty and the side sliding door wouldn't close properly, which triggered the interior lights to stay one, a warning light on the dash to remain on and presented an unsafe situation. Ian

chris R. on

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Bill W. on

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I have rented from this location in the past and have always been pleased with the service and the equipment.

James N. on

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Everything was great. Staff was helpful, I rented three trucks within a week and had no problems with any of them. Tried the online pickup for my last truck and that was great as well.

ROBERT C. on

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Renting a truck from 3-7 (4 hours) is what we were told ,that's what that means not 3:08-6:55 when store says open until 7:00 yet they close at 6:55. We didn't actually get 4 hours. We pulled in at 6:58. I can't speak for my husband but I won't be renting again, will definitely find any other way!

Glenn D. on

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Erin G. on

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Great experience all around. Thank you!

judy b. on

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gave me the wrong truck then when I came back a 1hr later. they char told me would around 57.53 i paid 61.85 I drove 11.9 mil had full tank of gas I did want extra coverage the Computer kept messing up I was also charge 8.00 for gas

DAN B. on

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Great business, but they are shorthanded. They need to hire more staff. The people at this site work incredibly hard, not only at the regular rental place, but also at the extensive storage facilities several miles away. They often look tired and sometimes it is hard to get them on the phone. Not their fault. Too much work and not enough workers.

james s. on

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BRYAN L. on

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Amanda C. on

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Sharon B. on

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Eric G. on

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Representatives in store were wonderful

Christina A. on

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DAN L. on

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A quicker pick up time. Seems like there should be a line, at the UHaul store for customers with a reservation. Takes a long time to get the equipment, at the shop, even when the reservation is set before coming in.

ARLENE D. on

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Nothing.......fast, efficient check-in and out. Friendly staff.

Lena D. on

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There was a lot of repetition of info I'd already filled in online and questions asked during pick-up.

Gregory B. on

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Jude R. on

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Wveryone very kind and helpful w all aspects of ou Ubox adventure - the best way to move yet! Thank you!

Tyrone B. on

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An additional monthly fee was taken out and I still haven’t gotten a refund.

Alexandra C. on

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Horrible customer service and wait times. Manager of Ithaca NY location was very nice though and helpful. Calling in for assistance or to make reservations was infuriating. HORRIBLE for moving ease.

Jacqueline W. on

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Overall a good experience. The only detractor was having to wait while they loaded the uboxes onto trailers. I expected that they would be loaded up and ready for me to hook my vehicle up to.