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Lynn PCustomer Reviews for U-Haul of Ithaca
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.
Great customer service at both check in and return, the process went very quickly and smoothly.
Tami MI originally rented a truck for pickup at 9:00 PM, and later adjusted the pickup time to 7:00 PM. Since the location closes at 7:00 PM, I expected the keys to be left in the designated lockbox with a passcode for after-hours pickup. However, when I arrived, the keys had not been placed in the lockbox. As a result, I had to contact the U-Haul call center. I waited approximately 30 minutes before speaking with someone, only to be transferred and then wait another 30 minutes. During this entire time, I had friends waiting at my apartment to help me move, which caused unnecessary delays and inconvenience for everyone involved. When I finally reached someone who could assist me, I was told that the staff at the Ithaca location had forgotten to place the keys in the lockbox and that I would need to reschedule. This was extremely frustrating, especially because I had planned my move around the confirmed pickup time and had people waiting to help me. The $50 reservation guarantee does not come close to compensating for the inconvenience, stress, lost time, and disruption this caused. I expected U-Haul to be reliable, especially for a scheduled move, and this experience was very disappointing. When I went to the Ithaca location the next morning, the explanation I received was simply that “there was a lot going on” and that they forgot. There was no meaningful apology, no acknowledgment of the inconvenience, and no effort to address the situation beyond that explanation. I would appreciate a review of this incident and a more appropriate resolution, given the extent of the inconvenience caused by U-Haul’s failure to provide the truck as scheduled.
Sebastian LIn my initial check, I noticed my utility dolly was not inside the truck. I notified an employee and she said they were out of utility dollies. So she gave me an appliance dolly for the same price. The truck I rented needed a tire pressure adjustment, but visually the tires looked OK so I used it as is. The truck was clean and functioned properly so I had a successful move. I will use this location again in the future,
RANDALL HThere was a little mix up on the toy hauler I rented the one I was assigned was taken as I arrived but it was taken care of shortly after employee made a phone call. It was not really a big deal as long as I was able to get one.
William EThank you
Amanda Awould be great to be able to reserve a pickup at 9am when they open the store. online reservation only allowed a 10am pickup, don't know why. maybe because I reserved the day before? But it was annoying.
Ariel OService couldn't have been better. They went above and beyond to make my experience great despite another location not having the equipment I needed. Both locations pitched in and made things as trouble free as possible! Plus - everyone who helped me had a smile. Thanks again.
Christopher Deasy and thorough on line process to reserve trailer, ready at requested time, quick effecient check in and lock up of equipment, good central location.Drop off easy to access, fast process good reciept follow up. Equipment was in very good maintanied condition and functioned as expected
KENNETH DThe staff at the Ithaca location were great! They were friendly, efficient, and helpful.
Colleen BAbsolutely perfect taking the trailer off and taking care of the receipt…I’ll be back
John QStaff are excellent
Marie GGreat service with easy rental check-in return!
WENDELL FThe tire pressure warning light went on almost as soon as I drove out of the facility. I checked all four tires and discovered two were at least 15 pounds underinflated, so I inflated them to the correct inflation, but that did not resolve the warning light. Both front tires have uneven wear, and both appear nearly bald. This situation does not inspire confidence.
Gary MThe girls in the Ithaca store rock ! They are very good to work with and do their best for you ! Thanks Fran Schmeltz!
FRANCIS LThe staff was friendly, courteous, and very helpful. Thank you.
Andrew MThe thing that you have done for me was great
CHRISTOPHER SFriendly staff Easy pick up and drop off
DOUG CI had to go back to the counter to have the mileage corrected but otherwise everything in Ithaca was great - including having a dolly ready which they never had available on previous rentals.
Dean RExtremely unprofessional, horrible customer service. Everybody sitting in break room eating. Wasnt told where or which van, told to use key fob to find van in parking lot. I asked about the appliance dolly I rented..I was told “ over there” they sat and continued eating, didn’t bother to get up and help. The girl with dark hair was loud, bossy and snotty. I returned the van, went in, a guy standing at counter, I gave him the key…he never said anything and walked out…I don’t know what he was doing….I will NEVER, go there again.
Cynthie kThey did the hitch and new wiring. Very helpful when I dropped of the trailer.
SUSAN MThe brakes on my rental truck vibrated a tremendous amount. It felt like they were dangerous. I don't know how close to complete brake failure it was, but it was much closer to complete failure than it was to "good working condition". If it were my personal car, I would have immediately taken it to a mechanic to get repaired. Otherwise the truck was fine, everything else worked well. But brakes are obviously a vital safety component and you need to make sure they are in decent working condition. That said, the folks at the location were great, very helpful, and appeared to listen to my complaint about the brakes. I don't know how much of the brake problem is due to them or due to some manager who I didn't see, or perhaps to a corporate policy, but finding a scapegoat won't really matter if one of your trucks has its brakes go out when a renter is driving it.
HUGH GGreat customer support and service. Great pricing as well!
Timothy OExcellent service & equipment.
Leeanne WNo body was there when we dropped it off
Taylor BMy truck that I rented had the light of "service tire system.". When I call the store to let them know I was told that they were well aware of the issue and that corporate was to cheap to repair. I returned the truck earlier than was originally planned because I no longer felt comfortable driving it. Sounds like a lawsuit waiting to happen!!
Lisa VThey ate great people that work there very helpful and enjoyable to work with
Terry gThe ladies at rental pick up were excellent! You should give them a raise!
Wendy WThe staff was excellent. However, the van spelled of cigarette smoke very badly. I am an ex-smoker, and this was the worst I've ever smelled. The staff offered to spray deodorizer however, because I was an ex-smoker, I told them it was not needed and I was not going to need it long. I would strongly recommend to higher management that they refuse future rental to patrons who smoke in vehicles. Some people could be all out allergic to cigarette smoke. Because of the strongest of odor in this vehicle, just deodorizer will not eliminate it. You'll need to steam clean it.
Gary BDenise & the woman helping me pick up my trailer were helpful & efficient Thank you both for pick up & return
MARK VThe truck was not cleaned upon my arrival (I was 20 minutes late) and had to wait for it to be cleaned and got my furniture over to be loaded. I ended up having to load my own furniture covers. There was a very strong scent of marijuana in the cab and I had to keep the windows down the whole time, in spite of it being very cold outside.
Denise WOutstanding service
John QThe tow dolly needs a lubricant where the straps are.
MINA MThanks again
BRADLEY Sgreat and reliable rental vehicles
BLAIR MVery clean comfortable process and ride. Easy pick-up and drop-off. Customer service was efficient and polite. Thank you
BARBARA GNate K at the Ithaca location was super friendly and helpful. The tow dolly pickup process was speedy and he carefully washed the dolly before we took it away. Top notch service.
ANDREW CI cant say enough of how helpful the young lady was. She was delete to work with
CHRIS AThey are very hard working
PETER FOur light connection harness wasn’t working and the staff kindly replaced it at no charge so we could continue with the trailer rental and complete the task we had planned for the day. Thank you so much!
Luann DEasy drop off, cheerful personnel, in and out in 5 minutes.
TONY SYou dont ask about friendly, courteous, customer service. The gentleman behind the counter was excellent and so was the person who hitched the trailer and checked it out.
KENTON HStaff are very friendly and helpful, I strongly recommend this Uhaul location.
MICHAEL HWindows covered with salt, visibility, unsafe!
RUSSELL LQuick easy pick up and drop off. Thank you!
JAY PAll is well
RAJARSHI MEvery aspect of the rental experience was great. No improvement necessary. Thank you for your excellent service.
ROY AWveryone very kind and helpful w all aspects of ou Ubox adventure - the best way to move yet! Thank you!
Jude R | Overall ExperienceAn additional monthly fee was taken out and I still haven’t gotten a refund.
Tyrone B | Overall ExperienceHorrible 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.
Alexandra C | Overall ExperienceOverall 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.
Jacqueline W | Overall Experience