Customer Reviews for U-Haul Moving & Storage of Lancaster

3,330 reviews

1921 Riverway Dr   Lancaster, OH 43130
( Rt 33 @ River Valley Mall)

(740) 689-8888

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed

Services at this Location:

Contact Us

(740) 689-8888

1921 Riverway Dr
Lancaster, OH 43130
( Rt 33 @ River Valley Mall)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed
  • Free towing inspection
  • Propane pay at pump
  • 24 hour customer return
  • Boat storage
  • RV storage
  • Vehicle storage

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.

Overall Rating:

Reviews without text are currently hidden. Show them shown. Hide them

Rating:
5.0

nothing.

KENNETH M. 
Rating:
5.0

Friendly staff very helpful.

Jonathan O. 
Rating:
3.0

Customer did not leave a comment.

JAYSON K. 
Rating:
5.0

Shane even remembered me and my good payment history after I had been away for a year. Also I noticed that he diversified his staff. He is a good manager.

delphina n.  |  Overall Experience 
Rating:
4.0

I just returned my 10th rented u-haul this year, all the vehicles were clean and orderly. I plan on renting at least 15 times next year. I wish you had a program that rewarded people who rent often from u-haul. The only other concern I have is, there should only be 1 employee talking to a customer when the customer has a question about their bill. Other employees should not interfere in the conversation. Thank you !

ROBERT D. 
Rating:
4.0

Customer did not leave a comment.

Kayla A. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey S. 
Rating:
5.0

Customer did not leave a comment.

John M. 
Rating:
5.0

Employees were very helpful and professional.

BRIAN S. 
Rating:
5.0

Customer did not leave a comment.

KENNETH C. 
Rating:
5.0

Customer did not leave a comment.

Donald M.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

DAVID M. 
Rating:
5.0

Customer did not leave a comment.

ROBERT D. 
Rating:
5.0

Delt with this location many times. Stored furniture there for 5+ years. Always helpful and nice

WILLIAM K. 
Rating:
4.0

Customer did not leave a comment.

ROSANA B. 
Rating:
5.0

Customer did not leave a comment.

Kristopher P. 
Rating:
5.0

Customer did not leave a comment.

CHRISTOPHER C. 
Rating:
2.0

I returned the truck to the facility several hours before I was supposed to, checked it in with the employee there, got a receipt and left. The following day I got a $60 late charge and a call asking when I would return the truck. I read my receipt to the person on the phone and he said he would get it taken care of. The next day I got another call and another charge of $60! I told them this was the second day in a row and told them I wasn't getting off the phone until it was settled. The guy finally walked out to his lot and saw the truck was sitting there. All they needed to do was walk outside and examine their lot! $120 later they finally got it figured out. Never offered to give me my rental fee back or anything, just the $120 in late charges. This was the worst experience.

Maria M. 
Rating:
2.0

my furniture was damaged by leakage on the floor. the staff is helpful working theough it but havent yet resolved.

larry m.  |  Overall Experience 
Rating:
1.0

Customer did not leave a comment.

PETER V. 
Rating:
5.0

Both my friend and I forgot to bring a ball for our hitch. We could each have driven about 5 miles to go home to pick one up, but we were offered a ball for no charge. Great!. The two people that we dealt with were very helpful and curtious.

STEPHEN Y. 
Rating:
5.0

Customer did not leave a comment.

Seth S. 
Rating:
5.0

Really awesome crew taking care of this location.

AARON R. 
Rating:
3.0

There was no appliance dolly in the truck when I first picked it up so I had to make a return trip to get one. Then upon return I was trying to be charged nearly double the estimated rental fee I was quoted.

paul R. 
Rating:
5.0

Customer did not leave a comment.

MICHAEL L. 
Rating:
5.0

Customer did not leave a comment.

JONATHAN A. 
Rating:
3.0

Customer did not leave a comment.

Zachary W. 
Rating:
5.0

Customer did not leave a comment.

Amber V.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

AMBER V. 
Rating:
5.0

The gentleman that hooked us up very nice and the other gentleman when returned who unhooked Great customer service. Very outgoing and polite for both.

Barry B. 
Rating:
5.0

Customer did not leave a comment.

Michael L. 
Rating:
5.0

Customer did not leave a comment.

KYLE I. 
Rating:
5.0

Customer did not leave a comment.

THOMAS H. 
Rating:
5.0

Great customer service. New employee showing ambition with her job.

JAMES S. 
Rating:
5.0

Again, I had problems with the app. It would not upload the picture of the odometer and fuel gauge, so I was unable to complete it and had to just leave keys in the drop box. Your app sucks.

jennifer E. 
Rating:
5.0

Customer did not leave a comment.

KRISTINA K. 
Rating:
5.0

Customer did not leave a comment.

Kenneth M. 
Rating:
5.0

No problems, no issues, that's why I use this location.

Theodore P. 
Rating:
5.0

Customer did not leave a comment.

SLAWOMIR F. 
Rating:
4.0

Customer did not leave a comment.

GARY B. 
Rating:
5.0

Everyone at this location is very friendly and efficient. Always get top notch service.. I highly recommend thism.

PAULA O. 
Rating:
5.0

Customer did not leave a comment.

James K. 
Rating:
5.0

Customer did not leave a comment.

GORDON F. 
Rating:
4.0

Customer did not leave a comment.

Lisa C. 
Rating:
5.0

I was very impressed with the way they had everything set up. We ran into a little computer glitch but the ladies helping me were very polite and worked everything out. You ladies rock!!

Zoe S. 
Rating:
5.0

Customer did not leave a comment.

jeremy K. 
Rating:
1.0

Was handed keys told to go look for truck, that it's somewhere out there. When found truck had to move signs, brooms, trash can and back truck out through basically a oppstical course. Also was told just walk out go to left take a appliance dolly. Which the one I had to take did not match the numbers on my paper work.

Brian M. 
Rating:
5.0

Customer did not leave a comment.

KARLA J. 
Rating:
5.0

Customer did not leave a comment.

Hellen C.  |  Overall Experience 
Rating:
4.0

No problems..good job

MARY M. 
Rating:
5.0

Great personnel!

OLESYA B. 
Rating:
5.0

Customer did not leave a comment.

RYAN M. 
Rating:
5.0

Customer did not leave a comment.

LEE M.  |  Overall Experience 
Rating:
2.0

Customer did not leave a comment.

RUSSELL B. 
Rating:
5.0

Customer did not leave a comment.

Shawn A. 
Rating:
4.0

The drivers side visor was damaged. I had to wire it up to keep it from falling down into my field of vision. I rent often from U-haul and wish you had a rewards program for people who rent 10+ times a year.

ROBERT D. 
Rating:
4.0

Nothing, all worked well.

Mike M. 
Rating:
5.0

Staff went above and beyond to help me the 2nd time I was there.

Charity T.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

radonna p.  |  First Impressions 
Rating:
4.0

Associates were friendly and professional at both pickup and return.

Jeffrey M. 
Rating:
5.0

Customer did not leave a comment.

Roi K. 
Rating:
5.0

Customer did not leave a comment.

GREGORY B.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

ROBERT B. 
Rating:
3.0

This was 2nd truck I rented. First time I rented i got 100 mile allowance because how far i had to drive . This trip i was going same place but was only allowed 51 miles ! Which meant I had to pay for 49 extra miles! Also they put down wrong drop off location! I didn't notice till i got home and then had to call uhaul to get location changed to right place or it would have cost me another 15 miles!

MATTHEW P. 
Rating:
5.0

Excellent customer service!

john R. 
Rating:
5.0

no problems, no issues.

THEODORE P. 
Rating:
3.0

Customer did not leave a comment.

Christopher P. 
Rating:
5.0

Quick return and representative was friendly

Kenneth J. 
Rating:
5.0

Customer did not leave a comment.

Julie A.  |  First Impressions 
Rating:
5.0

Noah was very helpful.

CRAIG C. 
Rating:
4.0

Customer did not leave a comment.

Merrilyn L. 
Rating:
5.0

Everyone at this location is wonderful! Great customer service, efficient, and friendly. They all do a fantastic job.

PAULA O. 
Rating:
5.0

Customer did not leave a comment.

MAUREEN K. 
Rating:
3.0

Need to train employees how to greet customers and to be helpful toward them. The Lancaster unit has rude employees.

Molly E.  |  Overall Experience 
Rating:
2.0

I rented supposedly the only unit you had available that was allegedly 6 feet in height. "Split level" storage. There was a pipe/sprinkler head going through it so no way could it be 6' of storage in height. The day I rented it there was another customer screaming and ranting with another customer I thought someone was going to be killed. I just shut my unit and left and never went back until I got what little I had out. Did not feel safe there. The hallway where my storage "closet" was housed was so dark you had no light inside the unit. Every time I went there the automatic entrance doors to the storage unit were kept open also so not very secure.

SUSANCHRISTINE M.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

SUSAN F. 
Rating:
5.0

Only issue was with Uhaul Corporate Customer Service when canceling my unit

Matthew H.  |  Overall Experience 
Rating:
5.0

Great help.

WILLIAM S. 
Rating:
3.0

Customer did not leave a comment.

JONATHAN S. 
Rating:
5.0

Customer did not leave a comment.

STEVEN C. 
Rating:
4.0

In the 5+ years we used the storage the swipe card hardly ever worked and we had to get office workers to let us in. This was annoying

WILLIAM K.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Ryan M. 
Rating:
1.0

Could not see in unit. No lights. My furniture was covered in mold had to throw it out.

KENDRA C.  |  Overall Experience 
Rating:
5.0

Everything was fabulous with this rental. No complaints at all.

Donald G. 
Rating:
5.0

Awesome job! Staff was helpful and had my truck ready to go .

MATTHEW M. 
Rating:
1.0

I had made a reservation for a climate controlled storage unit over a month in advance. I had a confirmation number given to me over the phone from the UHaul representative. I was told over the phone that I qualified for a free month of storage since I rented a 15' box truck. However when I arrived at the storage facility I was told they had no climate controlled units available in 10X15. I had to settle for a 10X10 without climate control. Also was charged $1.32 for barely going over the allowed mileage. Couldn't wave the mileage charge when I put more fuel in the truck than what was required. Very unhappy and dissatisfied with the whole experience.

Dustin R. 
Rating:
5.0

The cusomer service representative Shane actually remembered me & remembered my months of timely payments & clean departure even though he only met me one time back in 2020 when I paid for my unit.

delphina n.  |  First Impressions 
Rating:
2.0

Picking up my uhaul was great the people were nice and friendly. I had asked them since I choose a time after hours if it was okay to bring a little bit later that same night. They said yes that is no problem just bring it before 8am the next day and I wouldn't get charged. Well that was incorrect I got charged and when I disagreed with the charges they still charged my card anyways!!

KALEIGH D. 
Rating:
5.0

Customer did not leave a comment.

RALPH C. 
Rating:
5.0

Customer did not leave a comment.

Joe G. 
Rating:
5.0

It was a pleasure to do business with you guys. Thank you

Mollie R. 
Rating:
3.0

Be more organized. We had an appointment scheduled, didn't get our service done until 2 weeks later. Our appointment was changed multiple times and we weren't notified and they didn't have our parts even tho we scheduled over a month ahead.

Bobbie L. 
Rating:
5.0

Worked with Shane. Absolutely fantastic. He is why I will keep coming back to that location

Jerry L.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

MILDRED S. 
Rating:
5.0

Customer did not leave a comment.

CAROL L. 
Rating:
5.0

Customer did not leave a comment.

TIMOTHY B. 
Rating:
5.0

Customer did not leave a comment.

DAVID R. 
Rating:
5.0

Everything was great, the cargo van met our needs. Plenty of room for a van. The one thing I would suggest for future vans and trucks, would be air ride suspension to keep the fragile things from getting broken, bumps make everything bounce.

TRACY J. 
Rating:
5.0

Customer did not leave a comment.

David A. 
Rating:
2.0

Make someone responsible for damages. They didn't even finish the job, left my power bed not finished put together. Won't return calls.

BARBARA R. 
Rating:
5.0

Customer did not leave a comment.

ELIZABETH R. 
Rating:
5.0

Customer did not leave a comment.

LORA B. 
Rating:
5.0

Customer did not leave a comment.

TERRY M. 
Rating:
5.0

Customer did not leave a comment.

Sabrina H. 
Rating:
5.0

While I was waiting for my equipment rental another customer was not able to pick up his reserved truck. The uhaul representative explained that a confirmation of a reservation was not a guarantee. Uhaul has some sort of reservation policy of 1, 2 ,3 and he was number two. This practice needs to clearly communicated to customers making a reservation. Fortunately I was number 1 for my equipment rental and I didn't have the same issue.

JAMES J. 
Rating:
1.0

Waited 30 minutes to return vehicle while one person was yelling at someone on her personal phone about getting paid for some money she was owed. Only 1 person on counter. Ended up getting the maintenance guy to check in truck. Place needs some management.

BRETT B. 
Rating:
5.0

Everyone was very friendly and efficient at pick up and drop off. Very smooth process.

PAULA O. 
Rating:
3.0

You need more 26 ft trucks at this location. It was very inconvenient to have to only have a 15 ft.

Travis H. 
Rating:
5.0

Customer did not leave a comment.

Anthony S. 
Rating:
5.0

Customer did not leave a comment.

GABRIEL S. 
Rating:
5.0

Customer did not leave a comment.

JAMES B. 
Rating:
5.0

Customer did not leave a comment.

Michelle M. 
Rating:
1.0

It was fine until the u haul broke down an hour outside of my location. The one actual person I spoke to was great. While trying to get roadside assistance this cooperation was one of the worst I've ever dealt with. I called multiple locations and they told me there was nothing they could do. Online “roadside assistance” is not customer service. I know things are tight right now but the management of this company is horrible. AMERITRUCK was great but they are at the mercy of these nimrods. Everyone I talked to person to person was great but I was told that management would not send a replacement truck until the truck I was driving was 100% broke down. Please go to a different service. This cooperation was one of the worst services I've ever dealt with. Penske, budget, or anything else. I wish I could get my money back but I doubt these crooks will even read this.

JAMES S. 
Rating:
4.0

Customer did not leave a comment.

parker S. 
Rating:
5.0

not a thing, fast effiecient and great customer service. Thanks Shane...

LEON S. 
Rating:
5.0

Customer did not leave a comment.

Madeline S.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

THOMAS S. 
Rating:
4.0

I would make sure that the air conditioner works in the vehicles. The staff was friendly but most of them were new hires and did not know everything. Check out was slow due to the new hires. But the new cargo van i rented was top notch and drove like a champ. I prefer to use U-Haul vehicles when I need a rental vehicle. I usually rent a U-Haul vehicle 8-10 times a year. I would like U-Haul to initiate a frequent user program for those of us who rent often. Thank you

Dean D. 
Rating:
5.0

Customer did not leave a comment.

Amy D.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Bobbie F.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

ELI H.  |  First Impressions 
Rating:
5.0

The staff and managers at both the new Richmond location and Lancaster Ohio location went above and beyond to assist me.

GAYLE B.  |  First Impressions 
Rating:
5.0

Staff was very helpful & facility clean & organized. This is a great location for rentals, supplies & storage.

Laura T.  |  First Impressions 
Rating:
5.0

Was very pleased with the customer service and explaining everything into full detail!!!

Brenda M.  |  First Impressions 
Rating:
4.0

They did not have my unit still available. Gen manager gave me smaller unit and promised to transfer my unit to one I reserved with 1st month free when one comes available.

Tracy S.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Alison A.  |  First Impressions 
Rating:
5.0

A new employee by the name of Michael helped us. Very professional, friendly, gave us his full attention and made us feel very comfortable. Bought more moving boxes. He is a keeper. During these times it is hard to find reliable etc. people.

Susan W.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Lindy Q.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Deirdre P.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Otto S.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

MATTHEW B.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

L S.  |  First Impressions 
Rating:
5.0

Emily was the best! On one of my worst days! Thank you.

Jennifer H.  |  First Impressions 
Rating:
5.0

You have the best manager at this facility!! Everyone is is very helpful and friendly.

madel o.  |  First Impressions 
Rating:
4.0

I don't have experience with another company to compare to so I'm not sure how to rate. My experience with everyone i have talked with at "this location" has been great however my initial booking was done through someone who answered the phone outside the location - customer service i guess..... and she booked me with something that wasn't available. Had I not called later and spoken with people on site i would have not had storage on moving day and would have never used uhaul again. Again, not the fault of the people at the location but maybe in the bigger uhaul network.

Lori B.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

SARAH L.  |  First Impressions 
Rating:
5.0

Emily is a very awesome person. She is perfect and professional too

Nabeel Abdel Hady S.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

ROBERT M.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Sandra D.  |  First Impressions 
Rating:
5.0

Very helpful and nice!

jessica H.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Catherine G.  |  First Impressions 
Rating:
5.0

Shane, Emily and Vanessa were exceptionally helpful. The facility was clean. Look forward to working with the phenomenal staff at this location again.

Jeremy P.  |  First Impressions 
Rating:
5.0

always friendly. any questions or issues i may have are always handled professionally and in a timely manner.

Mark P.  |  First Impressions 
Rating:
5.0

Wonderful, very professional, helpful, staff!!! Thanks for caring!

stephanie r.  |  First Impressions 
Rating:
5.0

Very nice and helpful. Showed how to use pass card.

steven h.  |  First Impressions 
No reviews have been submitted for this location.

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