Zero customer service.. the representative barely said two words to me. Seemed very unhappy.
Joseph LCustomer Reviews for U-Haul of Chelsea
Testimonials From Recent Customers
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The lack of a human truly signing you in, forcing you to do things via your own phone and an app... makes me never want to rent from U-Haul again.
Joseph NThe location has no drop box. So in the morning I receive a nasty call from an employee saying I need to bring the key immediately because the truck is out front. When I called to ask what I should do since I wouldn't be able to return the truck before closing, I was told to do exactly what I did. Please get a drop box instead of blaming the customer.
Alexander GNo greeting very rude
George HWoman at the counter was way off. She had a customer in front of her and I guess she called next and then banged on the next desk over from her. I didnt respond. She then said "are you guys here to hang out or to rent?" WHAT?! II walked over and she has a hood on. Just dumb stuff. I dont know about these days and times but that just isnt how you talk to a customer or anyone. Guys in the garage were good, normal, helpful.
TOKUNBO OGreat system. Easy to rent. Easy to return. Bravo Uhaul 23rd St and 11th NYC! Bravo!
Ken WYour associates were very helpful and friendly but I thought the check-in process was a little cumbersome.
Michael SCheck in and check out process. In person staff was telling completely Opposite instructions of the app. Confusing and took an hour to receive a van that i had a reservation for. This impacted my move negatively.
Paige Ball the staff is so friendly from picking up to dropping off . I was telling friend today that this location is my new go to place very happy I found them.
LAURENCE HCheck in took over 90 minutes
Gary WEmployees were generally reluctant to help There needs to be more clarity about the pickup and dropoff process Variable closing times by day Aftermarket "MPG" gauge on truck was hissing
Patrick SThe fellows I hired to assist me through Uhaul were excellent!
ROBERT JCheck vehicles a bit better for body damages
vincent mBe honest and upfront about all the additional and undisclosed fees...facility charge $15????? No one mentioned that when we booked....and there were about 4 more just like that....so an ad for a $34 rental turned into a $100 rental. As False and deceptive advertising as I have seen
Julian GI am sorry but i didn't catch the persons behind the counter - a young man and a young lady. They both were awesome. She had just started her shift, so she only helped me with last few steps, and she was good. The young man was extremely helpful and professional as he helped me before but i observed him help others ahead of me. This was really a pleasant experience. Merci.
Mayank GThe check-in process is convoluted with the online service/needing to check in with a virtual assistant rather than the in-person agents at the desk.
Maxwell BThanks for the help.
lee bGreat job
Jose PYour check-in process was ridiculous. My reservation was for 10:00am, I was in the location by about 10:05am, but there was a very long line at the counter. Only two workers behind the counter. While I was waiting, I got a text moving my reservation time to 11am and threatening to cancel my reservation if not picked up within an hour. Why does the wait time to get service delaying the pickup become something that I would potentially be penalized for? Then, the reason for the delay became clear. Your entire check-in process required the use of the renter's personal cellphone to activate. Several people, including me, had trouble advancing from one screen to the next. Not only is this process inefficient, but it's invasive. I did not want to enable "location services" to allow U-Haul to track my location. I resent having to take a "headshot" with my own camera. I really resented needing to provide the name and phone number of a friend/family member who could "verify my identity" - I wasn't aware that this would be a requirement, so I hadn't put someone on notice. Naturally, they weren't available when the call came, and were extremely confused to be getting such a call. (FYI, they never did speak to anyone, so this was functionally useless.) And it took a very long time for my phone's camera to connect with the drivers license scanning function. Why doesn't the location have equipment - computers, tablets - to provide service to customers? Why are you relying on the technology that your customers provide? What if someone doesn't have a smartphone? What if cellular service is down/slow? What if the customer doesn't want use their data? What if their battery dies? And then the insult to this injury was that I was charged an additional "facility fee" of $15.95. For what? Other than a poorly-staffed garage, this facility doesn't seem to have much. Once I got through the check-in process (an entire hour) the van was clean and ran fine. Mercifully, the drop-off process was a lot easier and more efficient. So, I'd rate the check-in process a 1 out of 10, but the van & return process an 8 out of 10.
Katharine Hwhere does it say in a uhaul contract that you have to pay $25 if you do not fold the blankets when returning the truck????? feels like a scam!!!
EGON ZThe lines and waiting time were ridiculous 40 min to get my rental. No people working not directing where to go. Slow.
Simone NThe gentleman that helped me was super!
Parnia CCustomer 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 VYou'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 SI 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 4,3 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 SRepresentative behind register was very helpful to everyone checking in!
Julie SIt 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 CHonestly, 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 DIssues with your app. Guy at the counter was fantastic and helped solve the problem. Very knowledgeable, He even gave excellent directions!
A vBetter customer service
Chung LThe 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 DHad 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 CWork On Your App
E TI 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 RGOOD CHECK IN AGENT!
Tom MReally terrible and rude customer service all around
ERIC DMy 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 KYou 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 MWorse customer service ever. The guy never help or do anything to make it easy . Just setting and playing with his phone
Avraham kGreat service all around!
JAMES OTrès sympathiques et professionnels.
Karen SService was super positive.
Janeth GNO 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 GWonderful service and experience. Thank you so much!
VALERIECHRISTINE ZThis 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 GPros: - 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 GThis 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 SThe 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 EDrop-off was extraordinarily efficient
Charles SFast service, convenient location, friendly reps and clear car
Helen PThe 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 Jgreat, thank you!
ARJUN GI 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 CI 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 ORepresentative at check in was a solid professional
THOMAS MThe best service !!!
Vyacheslav T