U-Haul Moving & Storage At Grand Concourse

From pick up to drop off this was an amazing experience.
We went on the last Saturday of the month, the staff was super funny, friendly and accommodating. I was totally unprepared to move a mattress set, couch, tables and life. How it all got done is still a miracle to me, BUT the staff gave us an extra 40 minutes which we seriously needed to figure out how we would put a sofa bed through my grams small door. How they didn’t laugh at me at 9am is beyond me, next time they see me coming they should do me the favor of not lending me a vehicle. I have very poor judgement and no upper body strength.

I was dreading my move, as usual, but things worsened when it was downpouring rain on a Monday in July. The air conditioning was on full blast inside the store, which I couldn’t really understand. But these are the worse parts of the move, thankfully.
I called at 3pm to say I would be one hour late for my planned 5pm return. Since they close at 7pm, they told me not to worry and I was not charged extra.
Be sure to check your printout odometer when picking up — mine was wrong, which I foolishly failed to check before taking the truck, but the app on the employee’s phone to whom I returned the truck was accurate. For the day my ten foot truck driven 17 miles with no extra insurance, ran me $ 65. With minimal hassle, I was happy to save the money!

i didn’t have a problem coming here to help my friend move. the workers here were moving a bit slow though seems like it took a while to process peoples orders for trucks and to get it moving. The staff was nice though and joked.
also the truck we rented had the side view mirror glued on. i attempted to turn the mirror and it just fell off so try to look under that someone did not just glued it together. they did not make us pay for it so that was one good thing.

No joke, this is the best experience I’ve had renting a truck. I don’t know what happened in the past two years, but this location has really gotten it’s act together if the reviews from 2010 and before are to be believed.
Every single person I dealt with was prompt, courteous, and professional. I showed up at 7:02 am for a 7:00 am rental and the desk was staffed, my truck was ready, and everything went absolutely smooth.
I’d strongly suggest visiting this location over, for instance, the Chelsea franchise, if it at all makes sense for you to do so.

Waited over 30 minutes to pick up our truck even though we had made a reservation online. I realize that part of the problem is that this place is understaffed, but it doesn’t help that the employees are so chatty with customers. Quit chatting and just get the job done already! Ugh.

For starters, I made my reservation on-​line and when I arrived to pick up the truck I only waited about 5 mins in line. The staff was great and I had no problems getting in and out with my 2 day truck rental. I ended up needing a storage facility because of B.S. with my new apartment and Jexi and her staff really helped me out. The facilities are really clean and close to uptown Manhattan. The trucks are in pretty good shape. Overall the only gripe I have is with the hours of operation. Storage closes at 6 pm! Not good for most people who work. I would still recommend this Uhaul over any other I’ve been to in the City or otherwise. Thanks to Jexi and Lloyd a real mess of a situation was salvaged.

It’s U-​Haul… you have to know not to expect much coming in. You’re getting a cheap truck and the convenience of their million franchise locations.
When I called the site to make the reservation, I tried making it for their opening time, 7am. The U-​Haul employee on the phone suggested I make it 7:15, as they take a few minutes to get going in the morning. Fine, I figure the line shouldn’t be too bad at that hour. I told my friends to meet me at 9am, allowing two hours to pick up the truck and drive it a quarter mile. I was happy that the line was short at 7:00 when I arrived (I was number 2 or 3), but not happy that *there were no U-​Haul employees present*. No one showed up to open the door until nearly 7:30, when one man arrived. He seemed to try his best, but renting trucks is not a one-​person operation, and it was taking forever for the line to progress. Around 7:45 another employee arrived and I had my truck by about 8am: not bad for U-​Haul, but pretty annoying. We were also surprised to learn that the one-​day in-​town rentals are actually 8 hour rentals, and they tend to skimp on the 8 hours. If you’re late, you’re charged for a second day. Another thing to look out for is their constantly increasing milage cost: now around $ 2/​mile.
When I returned the truck I asked about their on-​time guarantee, prominently posted on the wall. I was told that only applies to the equipment itself: you get $ 50 back if the truck isn’t on the premises at the promised time. But if the line is too long, or THERE AREN’T ANY EMPLOYEES PRESENT, that doesn’t qualify as a violation of the guarantee. I questioned the logic and they took about $ 20 off my bill when I said I’d be calling management to inquire. Blows my mind that they think long lines and missing staff are out of their control!

Absolutely terrible customer service. Incredibly ignorant staff on hand.
We had the absolute worst moving experience, and most… mooost of the problems had to do with U-​Haul. Never again will I use this company for a move again.
We showed up to a very long line that we waited in for some time, just to pick-​up our truck. There were only two customer service reps on hand who were working as slow as they could possibly go. Finally getting the truck… we started to make our move.
The day goes by and we’re starting to realize that we’re not going to get the truck back in time that day, so we look at the U-​Haul brochure that came with our keys, etc and see that we can just drop the keys in the late-​night box if we’re past our time deadline. Heading back to U-​Haul, we searched allll over the property for a late-​night box. Turns out, this property doesn’t have late-​night boxes, even though they gave us a brochure that specifically said, «Drop truck off at late-​box if returning after hours.» So we decided to leave the keys in the car and lock the doors. Because what truck rental company is not going to have two sets of keys for their rentals?
Apparently U-​Haul.
We got a call the next day telling us that we had to come all the way back to the Bronx (we live in Manhattan), take another $ 30 cab out there, call AAA and have them open up the truck to get the keys. U-​Haul opened at 10AM that day. We didn’t get the call until 3PM. They close at 5PM. So we’re thinking, «How the hell are we going to make it there in time, with AAA, get the keys back, before they close?» Well, we tried our damnedest, that’s for sure.
We call AAA right away, they say they’ll be there as soon as they can. We explain the situation to the customer service reps inside U-​Haul and got absolutely no sympathy from them. As far as they’re concerned, they’re leaving at 5PM on the dot and we’ll just have to pay ANOTHER late day fee if we can’t get the keys out in time.
I’M INFURIATED AT THIS POINT AND JUST WANT TO SCREAM AT HER. deep breath… deep breath…
AAA arrived at 5:10PM. Keys were out by 5:15PM. U-​Haul — locked and closed. They couldn’t wait 15 MINUTES. FIFTEEN MINUTES.
After finally actually returning the truck with the keys the next day we filed several complaints to the company. They were very unresponsive and hard to reach. Luckily after complaining we were only charged the amount that we were originally supposed to pay for just the one day (only after they charged us for 3 days initially… we got the refund a month later), but the ordeal that we had gone through to get there was just undeniably the biggest headache I’ve ever had moving. If those customer service reps behind the counter could have maybe smiled, or tried to put a little effort into helping us, or maybe if corporate on the phone could have handled the situation in a more professional manner… this would have been a more bearable experience, despite having to back and forth to and from the Bronx.
I mean that’s what Customer Service doooes. They deal with people and sort out situations. Every rep we dealt with was rude, incompetent and a broken record with, «there’s nothing we can do.»
Never, NEVER again.