I’ve had great experiences with U-Haul in the past, but unfortunately, this was not one of them. While the equipment itself was in good condition and met my needs, the customer service at this location was severely lacking. From the moment I walked in, I encountered staff who were shockingly rude and dismissive. The associate at the desk would ask me a question, I would answer clearly, and she would simply stare past me or ignore me entirely—as if I hadn’t spoken at all. If I asked whether she heard me, she became visibly annoyed, as though I was the one being difficult for expecting basic communication. There was zero acknowledgment—no nod, no “okay,” not even eye contact. Basic courtesy, like listening and responding, shouldn’t be optional, especially in a customer-facing role. I’ve used U-Haul many times because of the reliable equipment and generally positive experiences elsewhere, but this visit left me questioning whether it’s worth coming back. After reading other reviews about this location, it seems this behavior isn’t an isolated incident but a consistent issue. I sincerely hope U-Haul takes feedback like this seriously because customers shouldn’t have to choose between reliable equipment and basic respect.
ERIC B
Big City Auto Body & Towing Service Corp of NY
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Long Island City, NY 11101
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Customer Reviews
- 2.5 Average Customer Rating
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Rude owners. Trump stickers everywhere. Delayed my truck pickup by just being extremely slow and unnecessarily neurotic and descriptive about pickup/dropoff. Wouldn’t let me use their trash can to throw a bag inside of.
EMILY BThe person behind the desk wouldn't come to the window because she said she just moped the floor and it was wet. She could not understand what I was saying perhaps if she got to to help then it would have been an easier transaction. The truck itself in the inside was filthy and covered with dirt. I probably wouldn't use this location again.
Amanda DToday, I visited your Queens, Long Island City location to lock up a rental vehicle. However, your customer representative, for reasons unknown to me, became angry and treated me disrespectfully. I didn’t say much at the time, thinking she might be dealing with personal issues, but she insulted me and kicked me out of the office. Please review the security cameras. The woman was extremely rude and inappropriate. I picked up the vehicle around 12:30. She repeatedly cursed at me and forced me to leave the office. I believe she may have been experiencing psychological distress. I had booked the rental online, and she offered no assistance whatsoever. I truly don’t know what triggered this behavior, but please take this matter seriously.
MEHMET SI asked for furniture pads that were not included in the truck and I had no way of getting them since I rented outside of office hours. Not a huge deal since they were only $5, but would have liked to use them.
Molly C