I-haul phone lines leave you in recoding limbo making contact with humans for help impossible. The computer system at the ithaca Brach is so slow it holds up business for intolerable waits to get service/sales. The stress that causes everyone is intense and unnecessary.Jane K.
Customer Reviews for U-Haul of Ithaca
Ithaca, NY 14850
(Next to Midas)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
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.
Customer did not leave a comment.Christine M.
none that I observedKARLALBERT K.
Sometimes you make a reservation for p/u at the downtown Ithaca location and then you get a call/text saying you must p/u at a different location. The locations I was offered for this particular rental were both 30-40 miles away. Unacceptable.Denise H.
Get More employees working at the desk. There was only one man attending to the line and the wait was too long and he seemed overwhelmed.Reginald E.
Customer did not leave a comment.VALERIO V.
We paid $2700 for a 26' truck. It wasn't ready on time, and the gas tank was only half full. While loading we noticed both front tires were low. 24/7 roadside assistance wasn't available until the next day. We left as soon as tires were changed at 10 am, causing us a 4 hour delay, which in turn cost us an additional $180 hotel stay. The loading ramp on the truck was also only about 10' long which made a steep incline trying to pull items up the ramp with a dolly. The truck had high mileage and drove like it needed a tune up.. Overall this experience was well below average of what we expected.Gregory S.
Customer did not leave a comment.EDITHWECK J.
Sales Associate most courteous, efficient, friendly & knowledgeable. An asset to uhaul!!GUYJOHN V.
Customer did not leave a comment.Gregory S.
Customer did not leave a comment.Melissa A.
Unit was clean, efficient and easy to handle and did all I needed it to do.HERBERT B.
Customer did not leave a comment.Yiwan Z.
The employees here are amazing. It was insanely busy and they were understaffed but the employees were so pleasant and very helpful. Always a pleasure renting from this location. They deserve a pay raise!Sara M.
Staff the place better. There was a single employee, and though he was quite fast and efficient, there were too many people in line when I was there. The app also needs work. I wasted hours trying to reserve through the app to spare your overworked skeleton crew of one person, but the app refused to take my payment and I ended up needing to pay at the counter anyway.JOSHUAOLIVER L.
Unprofessional staffJeffrey I.
I have rented Uhaul trucks on several occasions over the past few years. This was by far the WORST experience I ever had. Things started fine but after the employee Steve finished the check out, he handed me a key and said "it's in the next lot over in the middle." I questioned what this meant as there were at least half a dozen same size trucks parked in the two adjoining lots. He repeated what he just said. I went out and started looking for the truck. There was apparently a license plate number written on the key, but it didn't match any of the plates on the trucks in the lots. I even tried the key in a few, but couldn't find the truck. I then went back inside to ask, and he basically repeated the same thing he had said previously. At this point, I insisted that he come out and show me which truck it was. He seemed very irritated and annoyed at having to do this. At this time, there were no other customers in the store. He eventually found the truck, but there were other trucks parked directly in front of it and behind it. It was totally blocked in. When he realized this, he stormed back in to the office to get the keys to move the truck behind mine. I asked to speak to the manager and he said "I'm the manager!" so I asked for HIS manager's name and he mumbled something about it being on the door of the office. When I got in the truck, there was a Uhaul sunshade blocking the windshield which I had to remove. I then realized that the windshield was filthy with bug splatters and the truck only had about 1/3 of a tank of gas. After he moved the truck behind mine, he stormed back into the office. There was no opportunity for me to walk around and inspect the vehicle and note the issues with windshield and gas tank. I would rate this location as 1 star (0 stars if you can give 0) due to the horrible customer service provided by the Steve, who was the MANAGER! It's apparent that this individual does not want to be working at Uhaul. I hope the regional managers at UHaul do something about this because I would never use that location again and I recommend that no one else use it either as long as Steve is working there!Conrad Z.
Awesome to work with. Appreciated having some extra time without getting charged for another day. Great service.Louis E.
Could not get the website to work for returning van. Downloaded the app and it froze when it asked for a photo of the mileage and fuel. Even restarted phone, no luck. Called the GM and left message about situation. GM returned van for us at no additional charge, thank you.rhiannon C.
brand new truck, very happy with that!Greg T.
Customer did not leave a comment.David T.
Customer did not leave a comment.daniel S.
- I used the remote pickup, where I did everything from my phone. However, it was tricky because it asked for additional contacts, after I arrived to the site, and I needed to wait for approval. This made pickup complicated and should be done before I get to the site.Isabella K.
Reservation was made at Cortland Site specifically to minimize travel and maximize time for packing. We were notified 2 days before scheduled pick-up that we needed to travel to Ithaca for the truck. This change and the fact that the Ithaca office was staffed by only 1 person and although we arrived at 9am we did not leave there until 9:45 set us back over and hour, Also, Customer Service Person was arrogantRYAN H.
When my husband dropped off the truck, the employee he talked to simply ignored him when he asked a question, and sounded just about as charming as the guy I dealt with on the other end. Overall, the truck was okay, but our human interactions were not favorable.Alexis A.
The person who checked me in and out was less than friendly. He didn't pull my vehicle up nor did he help me get my equipment into the vehicle. The back of the truck kept opening too. Finally, no one even addressed the opening of the back latch. Next time I will be renting from Penske.Jamila Walida S.
Call the customer by 6pm the day before to confirm truck size and pick up location as you say you will.michael B.
Customer did not leave a comment.MICHAEL K.
Customer did not leave a comment.Sean W.
Customer did not leave a comment.JOHNEDWARD A.
Customer did not leave a comment.XAVIERJESUS F.
The first man who waited on us was rude and indifferent. Someone else took over and the experience improved dramatically.HELEN A.
Anthony has a million dollar personality and went above and beyond assisting with the trailer. The reason I gave 4 stars instead of five is because Anthony needs some backup, he is doing the job of 3 people on his own. He managed it very well but it doesn't look good when a location is being frugal and putting superstar employees at risk of burn out. That guy needs a raise.Timothy O.
Customer did not leave a comment.TAL O.
Customer service greeting and acknowledging customersPeter R.
Van was given to us dirtyJACOBCHARLES MAC C.
Only one staff member working on a busy day.ROBINA M.
Customer did not leave a comment.PATRICKBROOKS B.
The location was not very well-maintained or well-lit. Did not feel safe.Lillian L.
Customer did not leave a comment.JEFF K.
Customer did not leave a comment.linette M.
Service a bit slow but overall great experienceAsher W.
I dropped off 2 days early and was charged a $20 fee.Joseph H.
Friendly staff. Pay the counter help more. They had a â€œ get it doneâ€ attitude.DAVID W.
I ordered 4 sets of moving blankets but there were none in the store. As a result, I had to go buy new ones. I wish UHaul had respected this part of the reservation. Otherwise, the service was high quality.RITWICK G.
Customer did not leave a comment.matthew F.
Storage unit that I reserved TWO months ago was unavailable. In fact, there were no storage units available. Bless front desk man for being so sweet. Still not taking my business back - using local services from now on.Emily R.
Quick, efficient and easy to find. They allowed me to drop off trailer and truck one day earlier then contract, which helped me get my travel done sooner.HERBERT B.
Agent who checked us out charged us for fuel without our knowledge when we thought we had brought it back with same amount. Tried to call to see if the moving blankets were rented Vs. purchased because website was not clear about this and couldn't reach a person on phone in time to answer this question, had to buy the blankets since they weren't brought with us for high price.Rebecca M.
Customer did not leave a comment.Kellie H.
Customer did not leave a comment.Michael S.
Customer did not leave a comment.SHANECARMINE V.
Customer did not leave a comment.Hans P.
Staff here is very friendly and helpfulPATRICKGILBREATH N.
Not related to the service I received, I rented a Uhaul for 2 days and wasn't able to even use it for what i needed to due to my daughter having a seizure. Big bummer for $230jessica S.
Customer did not leave a comment.Daria B.
Excellent customer service. Both people who helped me were very friendly and efficient. I'll be using them again.ron C.
Customer did not leave a comment.Terry F.
Customer did not leave a comment.Thomas H.
Customer did not leave a comment.ALWYNARTHUR J.
I was overcharged for mileage. I estimated that I'd drive 80 miles, I drove 70 miles. The associate did not check in the vehicle when I returned because he was being overwhelmed with customers and had no help available. That is Uhauls fault not the associates. Regardless, I was overcharged and not refunded the amount due to me. I will not be recommending or returning to any uhaul, unless this issue is resolved.NICHOLASJ B.
I've rented a truck and now a van from you and have been very pleased with the resultsDEBORAHK G.
Maintain your availability and work on delivering the best rates possibleStephen K.
The site was great, friendly knowledgable staff. Trying to use the phone app to pick up was a nightmare...never again.Michael W.
Customer did not leave a comment.Kevin D.
Customer did not leave a comment.david P.
Hire more people. The employee was working alone and had a long line. The web app check in process is onerous and clunky. I tried to use it to check in several times, but kept getting kicked out of the system and only managed to inadvertently book a duplicate reservation. I heard other customers make the same complaint. The result was a ridiculously long check in process in the store. I was there for almost 2 hours, just to pick up a tow dolly.David H.
This location was busy and only had one staff person working. He was efficient and friendly and moved through everyone as quickly as possible.Jerome C.
Customer did not leave a comment.Barry D.
Customer did not leave a comment.Michelle C.
Customer did not leave a comment.JERILYN C.
Customer did not leave a comment.Toby H.
Lots of Dog hair on passenger seat. Bugs baked on windshield caused delay when picking up vehicle but we had arrived a few minutes early so we did get underway on time.Jeffrey D.
Check for roachesRobert M.
Customer did not leave a comment.ROBERTPETER G.
Personal were very businesslike but not very personable or friendly. They did their jobs but were more like the computers that they used, just spout the information, deliver the keys but weren't interested in explaining anything. Glad that I knew how to drive a truck. On return of the truck personnel scanned the vehicle and said "you are OK to go" and walked away. No explanation concerning receipt. Later found the receipt on an automated email from Uhaul. Maybe a lesson in customer care might be in order.DAVIDL G.
Have better staff in the store. The person I dealt with was terrible and had his small children running around the store while I was picking up the vehicle. Did not explain one thing to me about the contract in a professional manner. Left out key points that he assumed I would know. I was a first time renter. He treats people like they should know what to do. Very unprofessional. Very poor customer service. It was stressful and a completely distasteful experience. Would not recommend. Unless your desperate.JENNIFERJ H.
All went smoothTim D.
Nothing. Staff was pleasant and helpful, equipment was clean and in good condition. Wait time wasn't extremely long.Lisa H.
Customer did not leave a comment.Alyssa L.
Excellent customer service by Anthony Heard.Paul D.
Customer did not leave a comment.Benjamin R.
Anthony at check-in was wonderful - super friendly! However, the check back in process after hours was impossible - I could not get my phone to share my location, which then meant I could Not proceed to the next step. I think I was charged extra because of technical difficulties.Fay C.
The contract stated to return the equipment cleaned. It was very dirty when I rented it. Bug splatters all over the front and especially the windshield. Very disappointing.Bonnie S.
Customer did not leave a comment.Anthony K.
Very good customer service. The van rode great. No problems. Thank you uhaul of Ithaca, NY.SANDRAELAINE C.
Customer did not leave a comment.Luis S.
The attendant was a bit abrupt so his directions were unclear, but the equipment was ready when I arrived. We also had a minor billing issue, but when I contacted the Uhaul customer service, it was straightened out in no time. Very satisfied with the service.Thomas C.
Customer did not leave a comment.DAVIDMICHAEL F.
One issue was I overpaid for mileage and was not reimbursed. Not happy but have not had a chance to call the managerANDREWJ F.
Customer did not leave a comment.JAMESL T.
Customer did not leave a comment.Martin F.
Customer did not leave a comment.Andrea D.
There was only one employee onsite to assist customersJames B.
Improve your customer service. Remove the truck I was given from service.john S.
Staff that checked me in had a bad attitude. Trailer wasn't ready, needed maintenance. Other than that everything was fine.LISLEDOUGLAS H.
I was told the dolly I rented could make it up stairs. It di not. Now my dresser, table bench and trunk are sitting outside in the yard and I still don't know how I am going to get them into my apt. But besides that, yeah, I would recommend uhaul.Sidnee T.
I returned the truck at about 8:39 AM on the due date with a quarter tank of gas, the same as I picked it up with. they charged me for an additional day, not logging the truck in until 330 that afternoon. They also charged me for gas claiming it was below a quarter tank. I took photos showing the truck had a quarter tank of gas and the photos are also times stamped at 8:39 that morning. In summary The truck was due to be returned at 1:43 PM. They had it for over five hours prior to the time it was due. Between this and them charging for extra gas I find this completely unacceptable and bordering on corruption. I have been in contact with the U-Haul representative and have emailed them my photographs that are time stamped. I will also be placing a hold on my credit card for this additional charge. Not a happy customer.Timothy D.
Thus was the worst customer experience I have had ever. I waited an hour all together to pick up a rental that was reserved ahead of time and I was the only customer present. I was left standing at the counter for a half hour as the worst customer service rep ever if you could even call him that proceeded to look at me as I stood right in front of him but couldn't even greet me before he went outside to sit in a truck and good around with the guy from the shop as I just stood there waiting for him to come back after almost 30 min i had to go out and ask him to assist me but again he failed to acknowledge my request or existence the shop guy had to speak up and say it shouldn't be much longer. Well this took an hour to get the rental i paid for for 4 hrs yet by the time i left i only had 3. Then i get the emailed receipt and my $19.95 3 parental totals $75 I was charged for 4 gallons of gas even though I put gas in as when I rented it the truck had half a tank and I returned it after 25 miles of use not the 36 I was charged for not to mention a $10 fee for insurance I somehow agreed to even though there was no mention of this at pick up. Bottom line this representative is a liability. I hope to get some resolution to this asap.ARTHURGEORGE II B.
Customer did not leave a comment.ELISA A.
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