U-Haul at Flatbush, Brooklyn NY

Let's start by saying this don't offer a reservation guarantee if when the customer gets to the location and you gave away the van, truck or dolly. Don't false advertise that also don't show favoritism we are all paying customers and we should be treated fairly. Waiting in the location for over 40 mins only to be told we don't have any Van's etc, go to the other location. The delivery of that critical information was just shouted across the store and with attitude. No level of customer service or care for how people were going to get to the other locations or even have the address to the other location. Please we want to support local businesses but have the right training and people who can actually handle a front office pressure. Wouldn't reccomend the location and the staff needs to be retrained. Rating -5

U-haul in general was disappointing as they used a different quote than what they charged me on the phone and then during pickup it took an extra 45 minutes to grab my truck as it was misplaced between a bunch of other vehicles.

They had to first locate it then move other trucks before I could get going. When I finally got to the dropoff it was closed and the GPS wasn't working at this location to confidently show I was dropping off at the right location.

The agent was a bit rude. It too her almost 45 minutes to get me my rental. What was the purpose of doing the online check in and still have to spend 45 minutes repeating the process. One of the worst experiences I've had.

Do yourself a favor and stay far away from this place. Rude & unknowledgeable staff. They will overcharge you, lie, and give you beat-up equipment. Go to 4th Ave parks lope location, much better staff & equipment.

We called in advance to see if they would install a hitch, they said yes and we drive an hour only to find out that the man who does the installations, was not there today and that he only sees people by appointment. They should have said that from the beginning and not make people drive all the way there for nothing.

The people that work at the place were very nice, they listen and tried to help you to the best of their abilities. I had a Fe questions and they give answers base on their knowledge. That's my third time using using that location, I will continue to use it. Great customer service.

The service is ok but they did have what I wanted in stock. Some locations don't have much to choose from but they had a wide variety.

Arrived there at 6: 50PM to return my truck, The guy who suppose to accept the return was nowhere to find.i have entered the store to look up for him, he said he "clocked out already" and i should park the truck behind the store and check out online. I drove the truck behind the store to realize the gate was closed.came back with the truck and went to the reception at 7PM and they told me the store is now closed.had to stay inside and explain to the receptionist that this is wrong so eventually they sent a lady (which was the only helpful person - this one extra star goes to her!) who could do the check out and return.besides that, the location in terms of safety is horrible.i was literally afraid for my safety and asked to stay in the truck till my ride arrives.i will NEVER EVER come back to this location.

Worst uhaul ever. Truck was late by over a hour and a half and they said we get $100 refunded guaranteed if the truck is late. When we finally get one (5 feet shorter than the one we booked) she pretends to not know about the $100 refund. Only reason she pretended not to know was there was 20 other people waiting for late uhauls and she would’ve had to give all of them $100 off. She didn’t want to lose the money.

We returned the same night and get a call 12 hours later. They didn’t even realize we dropped the truck off and had someone else waiting for over a hour for the truck. Wonder if that was the case with us the day before?

They then call us saying they don’t know where the keys are and we took them after dropping off the truck. We continue to say we took a picture and video of us dropping the key off. They called back arguing we stole the key for whatever reason. Then in the background their own employee says “oh I know where the key is. ” I questioned the women on the phone and she said he was talking about something else and then he reads off the car number and says “no. The key for his truck I know where it’s at”. At this point she realizes she’s wrong and just hangs up on us.

One of the worst customer service experiences I’ve ever had. They had over 20 people waiting on late trucks and then accuse you of stealing keys…

Abysmal location. I received nothing I ordered - hand truck, bed covers or the size truck I wanted. I was told “we don’t have it” after already being transferred there from a different place. The older woman has a disgusting attitude and should be replaced. I was given the keys to the truck and had to find it in the yard in the rain.

Their mechanic, Winston, is tops! He fixed the wiring on my old hitch. Lovely guy. Definitely less busy than the 4th Ave location, which is always a plus.

Service was prompt I must have spent maybe 15 minutes there total, facility was well maintained and the customer service was excellent

Not serious. They have good prices but changed my reservation and the delivery many times. Few hours early to my pick up equipment they told me that they didn't have the car tow. Not good. Pay a bit more but go for sure with Penkse.

Was easy process, but could not do mobile check in. Woman who helped me was swamped, but was fast and courteous

Most of the staff are rude, the truck they gave me was blocked on 3 sides making getting into the truck and pulling out of the lot difficult, the trucks are kept unlocked and daily laborers were sitting inside some of the trucks, my truck had a weed smell, there was a sticky residue inside the cup holder

The truck I got needed a wheel alignment desperately and the check oil light kept coming on

The truck was dirty and shaky. It was making a rattling sound from underneath. Truck needs better maintenence.

Standard service is what you will recieve. Customer service is fairly efficient.and the vehicles are always availible & clean. Nothing is wrong if you are alittle patient & have your business in order.if you aren't prepared annoyances are guaranteed.

Some key takeaways:

The staff is rude, lazy and generally uninspired. Expect to wait over an hour with or without a reservation. I had one and it made no difference. Want a walk through to your rental after finishing at the counter? No dice. I was handed a set of keys after signing my contract and had to go out into their fleet and guess which truck was mine. S/O to Joe - literally the ONLY helpful person at this location (although I take that with a grain of salt because he also attempted to hit on me, but since actual customer service here is so sparce, I'll take what I can get.) Equipment is old, rickety and overpriced. If you have it in you to read more, please proceed:

1) The staff at this location is extremely inefficient and also RUDE. I arrived at 9: 45 and didn't leave with my rental until 10: 45. I HAD AN EXISTING RESERVATION. There was a line out the door and one agent who was servicing customers and was particularly ornery. After about 45 minutes of being in line (which was only 3/4 customers long but out the door due to Covid-19 distancing guidelines) another agent approached the counter to "help", but from my observation she was equally as dismissive, inefficient and rude.

2) When I arrived at the counter, I realized part of WHY it was taking so long: Apparently this location has implemented a 'policy' requiring not only for you to provide a secondary contact number, but for them (U-haul) to be able to call that number and have the provided contact person answer the phone to verify your identity in real time at the moment you are at the counter picking up your rental.

There are so many reasons why this is not only inefficient but also completely and totally ineffective (especially if someone genuinely has ill intent), however the main issue is that 1) this so-called 'policy' is not commicated clearly at the time of reservation and 2) people have lives and jobs and the right to be able to sleep in or not have their phones at the ready when U-Haul decides they want to moonlight as a government agency and act like this policy does ANYTHING to verify the veracity of an individual customers person. I spoke to the location manager Curtis regarding this and he said it's a company wide policy that has existed "for a while" which is a lie because I've rented U-Haul equipment PLENTY over the years and have NEVER had such an experience. However if it is a new policy, it is RIDICULOUS and whoever decided to implement this policy should be FIRED.

3) U-Hauls equipment is overpriced and outdated. For the cost of what a customer is paying, we should at least have powered windows and doors and an engine that doesn't sound like a hand-me-down tractor trailer. I understand that moving rentals get beat up over time because of their intended use, but it's 2021. The offerings need to get better or the pricing needs to come down. My truck sounded like it was in desperate need of an oil change and there was an assortment of indicator lights on that probably shouldn't have been.

4) The East Flatbush U-haul location on Kings Hwy needs a COMPLETE overhaul and if it is a franchise, the company needs to come in covertly (ie secret shopper style) and make sure that their franchise agreement is being adhered to because this location alone will make a customer never want to return.

10/10 would not recommend.

Not great, not terrible. Middle of the road. I've lived in NYC all my 41 years, so 8 don't expect great customer service anywhere I go. There are day laborers all over their property waiting for work. They rush your vehicle the instant you pull up looking for work. A little unnerving, but the economy is in the tubes, what do you expect? This location can use more staff or retraining, because everyone is just going through the motions rather uninterested.