U-Haul of East Orange

This is by far the best U-Haul facility in Essex county for picking up or dropping off. I always have a very pleasant experience when I go here. The staff is friendly and knowledgeable. The customer service is wonderful. Even when we dropped the truck off that night, a nice young man happened to be there in the office and helped us return the truck. Keep doing what you're doing! You all are awesome! I highly recommend this location.

I had an extremely frustrating and unacceptable experience returning my U-Haul truck after hours. Before the return, I contacted customer service specifically to confirm an after-hours drop-off location. When I arrived at the first location (22 PASSAIC AVE) I was directed to, the staff there refused to accept the truck. After going back and forth with customer service, I was told to go to a second location. The second location (141 FREEWAY DR) was very large, but all the designated return areas near the entrance were completely overcrowded. I had no choice but to carefully squeeze the truck into a very tight spot to ensure the trailer was not blocking the road. This alone made the return stressful and unsafe. When I tried to complete the return through the app, my first attempt failed because the odometer reading was clearly incorrect—the app showed that I had driven 190,000 miles. After multiple failed attempts, I had to restart the app. The return process then appeared to work, but the problems did not end there. While taking the required photos, I had to turn the truck’s electrical system back on to capture the fuel gauge and interior photos to prove the vehicle was clean. After stepping outside to take the exterior photos, the truck automatically locked itself, leaving me locked out. This happened late at night, in 20-degree weather. I had to stand outside in the cold and contact customer service again. I was told to leave the key inside the truck and that staff would handle the situation the next day. I specifically asked if there would be any consequences or charges, and I was told it “should be fine” and that I would be contacted if there were any issues. No one ever contacted me. Two days later, on Tuesday, I was charged $150 for a lockout fee. This charge is extremely frustrating and unfair, given that the lockout occurred during a required after-hours return, was caused by the app/process itself, and that I followed customer service instructions exactly. The lack of communication and the contradictory guidance I received made an already stressful situation significantly worse. Overall, this was a terrible return experience, and it has seriously damaged my trust in U-Haul’s after-hours return process.

The person helping at the desk was extraordinary, she makes everything easier. this is the location if you are looking to rent anything, I wish I remembered her name AMAZING.