If I could leave a zero star review for this business I would. The office was understaffed and the store manager who was the only person working a register was curt and rude and slow at getting people through the line. I registered for a vehicle at another store and was forced to drive 40 minutes to Ithaca to pick the desired vehicle up instead when I was informed the truck I registered for wasnt available at the store I wanted. This all transpired after my money had been accepted and the reservation had been placed. If you can use any other possible option I would recommend it over using this institution. Having to carry my belongings across the state on my back myself would be a more enjoyable experience than doing business with this store.

While my experience with the online pick up and phone calls to the call center were difficult, the man that was there tonight to check us in did a great job! He was literally running all over trying to help everyone and kept a positive attitude the whole time. Made the experience good again.

Last month we returned a U-Haul truck in Ithaca, NY, a day after renting it out in Brooklyn. When handing over the car in Ithaca, we were made to pay $180 in damages for a graffiti located on the side of the truck - even though the graffiti was clearly there when we had rented the car.We have since contacted the company with A PHOTO SHOWING THE GRAFFITI WAS ALREADY THERE on the day of the rental, and have never even gotten as much as a reply.

Awesome place and excellent staff who was friendly and helped anyway they can!! Will be definitely be going here again very soon!!!

Good a service. Friendly people.

Anthony was extremely rude and unhelpful when I came into the store to get a refund for a charge for equipment I was never given. Charles laughed at me and threatened to beat me up at Burger King. Avoid this clown show at all costs.

I was here for 3 hours before I actually left. There were only 2 employees and only one was helping a line of customers so it took FOREVER to get what I needed.

The drop off of the trailer was fast. The employee was friendly. I received the receipt by mail quickly.

Shout out Jeremy the Assist. Manger appreciate the hospitality and the respect shown!!

Steven was a huge help with explaining everything clearly and helping me plan my move out of state. I would highly recommend this Uhaul location to anyone needing these kind of services.

If I had other choices, I would never use this place again. Faulty equipment which could have gotten someone hurt or even killed, for starters. Too many associates walking around, why is the phone unanswered? I think they could have worked with me more. If you could go somewhere else, run, don’t walk.

They are not straight forward with answers and rude. The new employees dont know all the info to help customers.

All around terrible experience

I have never had a worse moving experience. Ive used U-Haul many times in the past but they completely failed on customer service this time. The people working insisted I use the app to check in, even though it wouldnt accept my password and then wouldnt load. I asked several times if they could just do it on their computer, and they refused. They wouldnt help me find the truck or offer any other help in checking in and getting the keys. The whole process took 45 minutes. I get that its supposed to be self-service, especially right now, but why are they even there then? So unhelpful. I will never use them again.

They did not honor an online reservation / payment to install a trailer hitch.Id received this confirmation for my online purchase so I showed up this morning at 7:30:Thank you for your recent purchase. A U-Haul Hitch Professional will perform the hitch installation on Tuesday, July 28, 2020 at 7:30 AM.General Manager: Did you receive an email from our hitch guy?Me: No.General Manager: We have you in the system for tomorrow.Me: I have this email that says today.General Manager: It shows here its for the 30th (two days away).He did not offer an explanation, an apology, nor any way to make it right.I asked for a refund and he processed it.

Terrible customer service. Was hung up on multiple times. Made reservation to install items on my SUV and they called me back a week later, less than 24 hrs before the appointment to say they cannot and will not do it since I did not buy the part from them. The corporate office took my reservation and confirmed that they will install with my parts. The general manager of this store told me he had better things to do than discuss this with me and hung up the phone. Very rude and will never use this company ever again.

This place is the absolute worst! I have had a horrible experience time after time with them locking my storage unit and then not removing the lock in a timely manner whatsoever. My storage unit is on auto pay and there has been a lock on it all month even after I have called and complained to only be left on hold repeatedly and then hung up on. Save yourself the headache and DON’T use their self storage!!!

Im giving four stars to all of the workers who work outside of the Uhaul building. They are the employees that handles the maintence and return of Uhauls. For the general manager that works on the inside, I feel bad for him but then I dont because I think he acts weird around people that looks like me. They were/ are extremely overbooked but the other customer that was waiting for her Uhaul was more generous than he was.

This location was at best incompetent and at worst fraudulent. I originally booked a pick up truck a week in advance. This reservation was confirmed and I received the confirmation email. Then, two days before my rental, I was told my pickup would not be available and that all possible avenues for finding another pickup were exhausted. My only option would be to accept a 10 truck. I agreed on the condition that the truck would be for the same cost as the pickup, $0.59 per mile instead of the usual $1.29 per mile. This was also reflected in the updated reservation online. My receipt online clearly stated $0.59 per mile.However, on the morning of my rental, I spent about half an hour waiting for the manager to process my order. At the end, I found out that the rate had suddenly jumped to $1.29 per mile, and he explained that it was due to the fact that the online reservation was simply an estimate. I have since called U-Haul and found out that this is not in fact true; I was supposed to receive the lower rate but that the manager had canceled my reservation while I was there and rebooked a new reservation for me on the spot which would had the higher rate. I was already courteous enough to not request the $50 inconvenience fee for not getting the pickup which was confirmed for me, and the manager still tried to scam me.

I wouldnt use them again. When I arrived the morning of my out of state move, they informed me that they overbooked and that they did not have my truck. This occurred in spite of my having paid for it in advance. Staff and management seemed extremely unsympathetic given the circumstances. I advocated strongly for a different size truck, which thankfully I was given, but I was required to pay an extra $76 due to it being a larger size than the one I originally booked. I later called customer service to report the issues I had encountered. I was told that I would hear back within 72 business hours- I did not. Customer service was somewhat unprofessional in their explanation of why I did not receive a call back. I was eventually issued a $40 refund, however, this only occurred after continuous advocacy.As a sidenote, the Uhaul office in my new city called me on my way down to my new apartment inquiring as to when Id be returning the truck because they had someone waiting for one. It seems like overbooking is not just limited to the Ithaca location and is certainly cause for concern. I was very underwhelmed with the overall business model and customer service approach and would rather pay more money than relive what I did with Uhaul. There are other companies that would love the business- I will likely pursue them in the future.For Uhaul staff- if you are reading this- simple things like better communication and making eye contact with customers when they approach your desk would make a large difference in the customer experience. True, people wont like to hear you overbooked, but you as staff/management can alleviate some of the stress around that by simply being more caring and communicative.

The are severely understaffed. Unfortunately the are the only game in town. I needed them for a hitch installation, UBox rental and trailer rental. I am never able to get through on the phone. I ordered a hitch, was quoted two weeks and it took over a month. There are always dreadfully long lines with only one service agent occasionally coming in to help customers. I currently am standing in line with 12 other customers. Many are leaving.

Would be decent even thought they are turning into a monopoly but there customer service are terrible. When you can usually said 10 to minutes and can take hours.

I have been using various U-Hauls for years. Never again. I rented a truck in May for a June 30 move. On the way to pick up the truck I was called and told my truck would be over an hour late. I turned around and went home.I then called 7 times to see if the truck would be ready soon, I did not want to waste my time sitting at the store waiting for the previous renter to arrive. They never answered the phone.After an hour and a half I arrived at the location. The guy said the truck had been there but never thought to notify me. I got the truck and got on the road almost two hours late. Four miles down the road the engine quit. Luckily it was at the bottom of a hill and I was able to pull out of traffic.I called the roadside assistance number and was immediately put on hold. I had someone following me in my car and we decided to go back to the location since I was already behind on my scheduled move and didnt have time sit on the phone.I got to the location and the men working there refused to do anything for me, telling me I had to go back and sit with the vehicle and wait for a tow truck to bring it back. They were closing in 1 hour and I knew that I would be out of luck for the move.I told them I had movers scheduled and didnt have time to wait for a truck and that I had been on hold since it broke down, while I was in line. The guy behind the counters response was that he had to work 8 hours that day implying that somehow I didnt understand what a job was. I had worked all day and planned this move after my 8 hours were already done.I had no choice but to cancel my move and return to the disabled truck. I sat with the truck for over 2 hours. When repair truck came he explained that if he could not fix it they would have to dispatch another truck AND I WOULD HAVE TO WAIT AGAIN FOR A TOW.He found that the air intake was held together with electrical tape and had obviously come lose. The repair man was very helpful in not only finally getting the truck on the road but also following me home to make sure I made it. He WAS NOT a U-haul employee but a separate contractor.I ended up re-taping the the intake myself so that I could get on with my move.In the end, U-haul charged me as if nothing had happened, I missed out on packing the truck that night which I estimate to cost me at least $400 in extra labor time from the movers the next day. I hope that no one will use this U-haul.

I had a delightful experience with a staff member here. We only needed to rent a van for a little while to move a book case but everything was quick and easy and affordable. I dont remember his name but I think his last name was Woods but he really knew what he was doing and was very nice with the other customers also. 10/10 Would definitely visit again.

I had a fantastic experience. There was slight mix-up with respect to the size trailer Id reserved but that was quickly resolved above and beyond my expectations and the attention to properly attaching the hitch and safety cables was great. I think I may have been dealing with the owner, but Im not sure. Finally, I didnt realize it at the time (back in July) but I was mistakenly double billed. Out of the blue, I got a credit on my credit card statement today (November). A+++++ for honesty!!!! I never noticed until I saw the credit. Great place, best one Ive visited. Highly recommended and Ive had plenty of bad experiences at other U-hauls...

Our truck was in the shop a couple of weeks ago and we turned to U-Haul. Actually we first turned to Penske and Enterprise, but neither of those places offered us a truck with as little hassle as U-Haul.When I went to pick it up at the appointed time, the truck was ready and warm.The only thing that didn’t go well was that the associate assisting me didn’t seem to know how to use their computer system. With better training my experience would have been in and out (instead of in.........and..........out)

If I could give a negative 5 stars I would beware their units have a roach infestation and has been infested for months! I have never seen these bugs ever until we rented from uhaul. My husband did get insurance but, good luck with that! I spent 2 days bombing,repacking, and inspecting all the roach hiding spots! They are aware but, they will rent and take your money anyway! I had quilt patches that were painstakingly cut one by one I threw away, high end handbags, garbage, chaise and recliner garbage beware!!!! Rented a truck one tire went flat and the other blew out! Waited 3 hours. For a tire change. Never again.

Very helpful, thanks.

Poor customer service!! They charged me twice for queen mattress cover [worst purchase ever tore even before single use]. For local move when it should have been 10 miles or worst case 15 miles. They charged us for 30 miles! Something majorly messed up! Never going back to this Uhaul.

Communication has been consistently poor with this facility. I had to make five phone calls the day of scheduled arrival to find out the approximate time of drop off. The day for picking up the empty box was scheduled for two days ago and even after calling and leaving a message I have received no communication, and the box is still here. I will recommend against Uhaul, and for my future moves I will look for more customer-friendly alternatives.

Great customer service experience.U-haul was slammed for August 1st moving day. They didnt have the truck I reserved for 9 am because the previous renter didnt return it. I got a truck by 3 pm, and they significantly discounted the rental for the inconvience.

Had a trailer light problem and we were trying to get on the road for an 8 hour drive home. They were able to diagnose and fix the problem quickly!

Rented a van. It was like new. Good value for the money, staff was very kind and helpful.

Interacted with three really nice employees. Bit of a wait picking up and returning, but it was a busy weekend. The crowds didnt seem to fluster the guys working there, who remained friendly and efficient.

I help out local homeless population by purchasing propane for them from Uhaul. The people at Uhaul were very helpful and even helped carry the propane back to the homeless camp.

The Ithaca UHaul has helped me out for so many different needs that its hard to remember them all. Let me list them best I can remember: Installed trailer hitch on SUV, sells BIG-bubble bubble wrap, heavy duty boxes, balls for receiver and bumper hitches, propane bottles filled with a full 20lb fill, trailer lighting plug adapters, moving blankets, box tape, van rental, car trailer rental, box trailer rental, outdoor storage box rental. UHaul rocks...its my one stop shop for everything moving related in Ithaca. And the staff there has always been helpful, skilled and efficient. Thanks UHaul...for all the stuff that you have done and continue to do to make my life easier. Hugh in Ithaca.

Great selection, great service, employees were very friendly and hooked and unhooked trailers. I would. Highly recommend this location to anyone needing a Uhaul!

Extremely frustrating experience, preventing our planned move.Told we would have a truck Sunday morning. Asked representative several times if truck would be available in the morning, and was reassured yes, 9:00 AM pickup will be no problem. Told the day before pickup the truck would not be available until 4:30pm. Tried to get another truck, or to find any solution to allow us to move that day instead of picking up a truck at end of the day, with no help. We were told customer service representatives have no idea what they are talking about regarding pickup.In sum, dont plan on being able to actually pickup a U-haul on the day of your move.

Timing was such that we were picking up a truck just after Cornell graduation, still pretty fast and no issue.

Great service and support. Let me rent a dolly for free, add had an easy time returning the rental truck

I walked in to buy some boxes for an upcoming move. As I went in, the (apparently only) employee walked past me without eye contact and without saying a single word. There were ZERO other customers on site. None. I waited several minutes, alone in front of the counter before giving up and leaving. Ill get my boxes, and now the truck and trailer, elsewhere. Congratulations on another lost customer uHaul.

Only one person is working. Took me a hour (I was just there for a dolly) and I have up

Theyve been very helpful the four times Ive used this locations services.

100% awful. Made a reservation over 2 months in advance for a Monday 9am move. Movers were booked for 10am in Ithaca, 2pm to unload in Syracuse. On Sunday at 11:45, I was told Id have a truck at 12:30 in Elmira, which obviously wouldnt work. UHaul maintains they did the right thing by reserving me a truck at the next closest location, never mind the fact that its an hour away and 3 hours after I needed the truck.Ended up spending more than twice as much at another moving company, probably because I had to reserve a truck with less than 24 hours notice. One would think that 2 months advance notice would give them enough time to make sure they have the truck. This business doesnt care about their customer and they are completely insensitive to the fact that moving is stressful without a wrench thrown in.

Very helpful in setting up my truck with trailer lights.

Very helpful staff, wide variety of vehicles available here.

I made a reservation7/14/15 in person at Empire Welding & Fabricating Co Inc Cortland NY and Today is Thursday 7/30/15 to be told no trucks available but we willing to give you $50.00 for your inconvenience. The end of the month, just unable to make other arrangement. My order # 93248347 UNBELIEVABLE. SCRAMBLING TO FIND A TRUCK LAST MINUTE TO MOVE 8/1/15.

Totally unreliable. I really cant believe a company could have such crappy practices and still be a national conglomerate. Go down the road to budget or Penske and save a ton of headache.

Useless, if you want to rely on them. A while back we rented a one way truck. When we came there was no truck. According to the manager, they were all on the other side of the country. It turned out that making a reservation, even way far ahead, is no guarantee for a truck. We vowed to never use then again, but it was a while back, so we cave it another try. This morning we showed up at 8pm to have a hitch installed. We had an appointment and even called ahead of time to confirm. Guess what, we arrive and there is no mechanic. He doesnt come in until 10am and he wont have time, since they have too many hitches to install. I told him that we had an appointment and he said not with me. I told him we called before driving over and he repeated not with me. I asked for the manager, but I was speaking with him. Must have got lost in the call center. Useless company.

Friendly, helpful and cost effective. I only wish they had more staffing.

Very professional and accomodating. A thoroughly good experience.

Every time you go to this place it takes soooooo long just to even talk to someone. There is usually only one person working there and its usually 15-20 mins per customer that that 1 worker is tied up with...so if there are a couple people in line, youll be waiting a while.

Worst U-haul experience I ever had and Ive had many. Waited in line 25 min to pick up truck reserved. Price per mile was quoted at 79 cents per mile, then was charged 1.29 per mile which cost me $90 more than what the rental should have. Truck was beat up. Radio did not work properly and cab was dirty. Truck had less than 1/2 tank of gas. Will not rent from here again.

Horrible customer service.

This place is a joke. There was several phone calls to the office, and one representative (female) at the Ithaca office was so rude. Uhaul should be assamed that they even hired her. She would not answer any of my questions and wouldnt even let me talk to a manager. After the fifth time calling, I told her that I did not want to speak to her, but her manager. I am really surprised that this place has not been aduited. I reported them to the head NE office.

Very slow process! Every time I have to wait a long time to be served.

Waited over 2 hours for 1 ubox to be put on a trailer.

Fast and friendly service

Well my truck was there but what a pile!! took them forever to check me out then when I returned it they let me stand there for 30 mins when all I had to do was hand them the keys I guess? Then charged me for packing quilts I didnt use then told me to call a 800 number to remove the charge. Seriously!??

It is a UHaul. What more do you want?

Will cancel your reservation without telling you.

Rented a truck in summer 2015 and had a good experience (price, customer service).

Terrible customer service very rude

Extremely helpful!

Very slow service.

Quick service