Customer Reviews for U-Haul of Ithaca

Rating:

5.0

I have rented many vehicles from this location; equipment is always clean and ready, and the personnel always friendly and efficient. Highly recommended.

Rating:

5.0

Both service employees were helpful and kind.

Rating:

3.0

The uhall smells like cigarettes, and the door in the back will not close because the seal is messed up.

Rating:

3.0

I tried to return using the app, which the contract says would avoid a $20 fee, but was repeatedly served a vague error message when trying to create an account ("try again later"). I would also have preferred you disclose this option verbally during pickup. The return lane was very full when returning the vehicle, so it seems like other people were also not using this option.

Rating:

5.0

Again,easy drop off

Rating:

4.0

Easy drop off. Helpful staff

Rating:

5.0

Great help from all the people at this location. Thank

Rating:

4.0

Good local manager

Rating:

5.0

Friendly and helpful staff. Very clean location

Rating:

5.0

The best

Rating:

2.0

The pick up wasn’t too bad. But the drop off process was ridiculous. It took us more than 1 hour to drop the truck off. I will never use U Haul again for sure. I had the truck for less than 9 hours, it cost $130. At least that’s what the APP says right now. The truck was dirty when I picked it up and when I swept it out there was a full dust pan of dirt, a marijuana cigarette, wrapping tape etc in it. Poor poor drop off process!!!

Rating:

5.0

Great staff in Ithaca

Rating:

3.0

U-Haul in general is a bit of a mess. It is rare to use U-Hail and have no issues. And this latest rental is no exception. It first started with moving my rental pick-up location 30 miles away. Without a car, that was not an option (without renting a car to pick-up my rental truck!?!?). I called U-Haul and they worked out a solution where I could pick-up a truck at my original (Ithaca) location later in the day (4pm instead of 10am). When I arrived, they first could not find my record (typical) and, once I provided my reservation #, they told me the truck has not been returned yet. They contacted the renter (who was late) to find out they never rented the truck but the record was never updated in U-Haul's system. The worker at the desk simply shrugged her shoulders. Had it not been for the General Manager (Jasmone Santos) springing into action and working to problem, I (and my stuff) would still be in Ithaca. Jasmine was great and worked out a solution. If not for her, I would have given U-Haul 1 star (because 0 stars is not an option). You need more people like Jasmine.

Rating:

3.0

They cancelled my order of a 26’. And replaced it with a 20’. Barely had enough room. When the lady did that it apparently kicked out someone else. Lady was nice enough but it was very frustrating to not get what I ordered.

Rating:

5.0

I've rented from the Ithaca facility a few times. The staff is excellent.

Rating:

3.0

Center console of truck was very dirty, and the truck was so low on gas the low fuel warning light came on when I fired it up which was very inconvenient

Rating:

5.0

Excellent customer service and a smooth pick up and drop off. Very satisfied!

Rating:

5.0

Nothing. Just keep up the great work!

Rating:

5.0

Thanks to the team at U-Haul of Ithaca! They made this move easy and much less stressful…a thousand thank yous!

Rating:

5.0

Had to change truck size and pick up location and they were friendly and helpful

Rating:

5.0

I have use this location in the past when I needed to rent something and have good experiences.

Rating:

5.0

Nothing on my end. I thought it was easy to pick up, the communication of the team and the representatives was clear, and the emailing was timely and accurate. Thanks for making this move a bit less stressful!

Rating:

5.0

I checked in online, but when I arrived, I still had to give all my information again at the front desk. Otherwise, everything was great.

Rating:

5.0

You guys are great thank you very much

Rating:

5.0

Honestly I can't think of anything! This move was unexpected and unorganized and I'm greatful they were able to work with me. Whoever is running that location is doing a wonderful job with the team!

Rating:

1.0

The van broke down 12 miles into my trip.

Rating:

2.0

The person checking me in (ID badge said owner)was very abrupt and seemed as though I was more of a bother to her than anything. Asking questions was not on her to do list. The U-Haul was not clean my hands were sticking to the steering wheel. Returning the vehicle in off hours was convenient but slightly cumbersome with having to take all of the pictures. Otherwise that was ok. The location is very convenient but the service was not good.

Rating:

5.0

quick helpful service

Rating:

5.0

Everything went smoothly. Pick up was simple and the rental individual was extremely helpful. Great experience overall.

Rating:

4.0

Please, please, please upgrade the app! For a multi-billion dollar company to have such a poorly underpetforming app, hurts customer satisfaction & credibility. No secret, Google Playstore has an approximate rating of 3 out of 5, 60%! In school, grades below 65% was failing.

Rating:

4.0

The app locks up constantly. I am on a brand new iphone with full bars and 5G and the app still constantly freezes up. If not for this, the experience would have been perfect.

Rating:

5.0

Great across the board!

Rating:

5.0

Thank you for excellent customer service.

Rating:

4.0

Easy drop off. Staff helpful.

Rating:

5.0

Nothing. Love your face!

Rating:

4.0

Even though pickup here was fine, my overall experience was awful. I had originally reserved a 15 foot truck from a location at Taylor Rental Center of Ithaca. I called the store and asked them if I could come pick up around 10 since the original reservation was 9am. The guy told me that was fine as open rest of day and I put 12 hours on the reservation. I get there and together for like 30 minutes we tried to get into the Uhaul software for checking and confirmation before I could take the truck. The Uhaul software was awful and didn’t work. He put in an inquiry to the POS system and noted it’s usually fixed within a couple hours and I could come back later and get the truck. As I was almost home I got a call from a Uhaul rep in Rochester saying if I still needed a 15 foot truck as I never picked up/was late picking up the truck I previously requested. I told her about the above and she said that truck was now taken by another request. I asked how that was possible as we couldn’t confirm the reservation. She made an excuse saying there should have been a back way but I saw the guy trying to get in to the POS system so that is garbage. She said another truck was available at a further location in downtown Ithaca. I took that one and ended up spending much more time than I should have driving around half the day. The fact you could give the truck away because of issues with your POS system is such poor client service I can’t believe it. Fix your system. It’s bullshit you have these issues. Even at the other location the woman’s computer took a minute as same thing happened. They also told me I can’t believe they gave away your truck. Such terrible client service. Ended up costing me more gas mileage not only for the truck but my own vehicle. Do better next time. What a joke this was.

Rating:

3.0

The trucks brakes were very terrible and would shake the whole truck and when returning the truck the website wouldn’t let me select the location but the people were nice

Rating:

5.0

Nothing. Great business.

Rating:

5.0

I've rented many vans from this location, and the equipment is always clean, and the service exceptional.

Rating:

5.0

Team Ithaca always has great service

Rating:

3.0

Very very expensive. Also, local staff had a lot of issues with their computers and the booking system. I do not blame the local employees, they were doing their best. But, obviously the automation of booking, and the online booking system that U-Haul has chosen to use, is not a good system.

Rating:

5.0

Very helpful and efficient staff, thank you!

Rating:

5.0

Again awesome experience

Rating:

5.0

I have rented many vans and small trucks from UHaul at this location. The equipment is always clean, and the service exceptional.

Rating:

5.0

As I was dropping off U-Haul it was said my total was 69$ but I was still charged 79$

Rating:

1.0

My rental yesterday, 6/3/26 was completely unacceptabl. I demand a response from an actual live UHaul representative who is authorized to process a refund, including refund of gas expense. My rental was processed by a female senior who indicated she was the owner or manager, of the Ithaca franchise location. When I appeared at the counter, she clearly stated several times the truck I was renting for my move had a full tank of gas, and that, in order to avoid a $6 per gallon fill price, plus an additional filling fee, I had to return the truck with a full tank. This was a false statement. I drove the truck approximately 30 miles. When I filled the tank, it took 9 gallons, costing me over $40. Even a poorly maintained truck (this one is nearly dead) does not have fuel efficiency that low. Clearly the tank was not full and this was a ripoff of a customer trying to do the right thing by returning the rental in the condition it was in when rented. In addition to the fuel issue, the vehicle has 137,000 miles on it, and it shows. The steering, engine performance, transmission shifting, suspension and overall condition of the vehicle are all poor and clearly near the end of their service life. There is obvious rust in many areas. I found a plastic piece of the front cowling coming off and shoved it back into place. The interior of the box is dirty and worn, and no amount of sweeping was going to help (I swept it to prevent another charge for that). I'm surprised that UHaul actually allows vehicles to deteriorate to this level and presents them to customers as perfectly acceptable. This is not my first experience with the Ithaca UHaul location. Most of the vehicles appear to be in similar condition, with many having high mileage. It appears to me that Ithaca is the dumping ground for UHaul's older equipment that is at the end of its service life, and the only explanation I can provide is that UHaul is squeezing out every last possible dollar out of these decrepit vehicles before they sell them off as junk. This practice doesn't inspire customers to come back. I would like a human response to these complaints. I also demand a refund of the full price of the rental, including $43 for filling the tank of the vehicle I rented yesterday. I will not be doing business with UHaul in the future and will spread the word among friends and family that UHaul is not the place to rent moving equipment.

Rating:

5.0

I hope U-Haul could increase staffing at this location. I would expect to see two people at the front desk with however many are needed for back end work. Instead, there was only one person and she did a great job but she had to do the job of at least two people - running around back, answering the phone etcetera. While she was quite efficient, and I understand a lot of what she did I could have taken care of through the app and self-service, it wasn't working for me - the camera in the app wasn't set to take a selfie. When it was too cumbersome, I decided to go to the desk to finish the check-out. I also did not like that I had to do the pre-use vehicle condition myself. I'm used to the staff taking those photos. The sun was very bright, my phone was reflective and I could barely see what I was taking (I'm a videographer and had trouble!) Cutting staff so drastically really hampers the customer experience.

Rating:

5.0

staff at desk were great

Rating:

5.0

Very professional

Rating:

5.0

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

Rating:

1.0

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

Rating:

1.0

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.