The customer service was stellar.
CHARLESE C.
Customer Reviews for Store Space Rochester Railroad
(U-Haul Neighborhood Dealer)
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.
Wonderful and helpful staff made the experience great. They were friendly, attentive, and quite funny as well. The van itself, though bigger than anything I've ever driven before, was really quite nice. It also stored a heck of a lot more than we thought, allowing us to make two trips instead of our planned three.
Robert L.When someone chooses to utilize this location it should be stated in advance that there is a gate that needs a code to be entered. I arrived to return the truck on Sunday when the office was closed to do the mobile return and had to call to find out the code, luckily the Virginia regional person was able to assist me and find the code, otherwise I would have had to wait on hold for 45 minutes through the general support line for what was a simple fix.
BRYCEDONALD B.Possibly have a backup system in place. The website was down when I tried to pick up the rental and Neither I no the employee could finish the process for almost a half hour. Maybe have a system of scanning the customers ID and filling out a paper contract?
SARAHELIZABETH T.I appreciate the extra effort the young lady made in locating the equipment I reserved at this location. The trip started badly days earlier when my original request was not honored at another location and I had made the reservation far in advance. My move was made possible by this young lady. Thank you.
TERESAYVONNE E.Finalized reservation in person at location and office clerk was professional, hard working, and friendly. Returned with no hassle and had good experience overall. Would use location again in future.
STEPHENCHARLES B.Check and out was an unnecessarily arduous process. Over 30 mins of the 2 hour window was wasted answering questions that easily could've been asked a head of time. Verification was an extremely long wait and had no proper communication from the agent. Would sooner purchase my own fleet of trucks than ever use uhaul again.
Alicia R.I wish there was an after hours drop off location.
Scott K.I did not have the gate access code to my return my rental. NO ONE was able to help me. Customer Service should have been able to provide the code. The code should have been provided in my instructions on how to return it.
Jessica F.Everything was very fast and easy. Employee very efficient and friendly.
Margaret M.I called the 14 Railroad Street Rocheater NY location, a day ahead to make sure they had an appliance dolly. I was told that they did. The next day when I arrived to pick up the truck, I was told that they did not. They called the national UHaul line and spoke to someone who told them that the Lake Avenue location had one. I had to drive the truck there and use extra miles, only to arrive and be told they did not have an appliance dolly. I told them that I was specifically sent to that store because Uhaul showed that they had one in invetory. There was a utility dolly there and I asked if I could rent that. They said it was already rented. They had a small, blue, non-UHaul utility tjat someone had left there by accident a l8ng time ago. They allowed me to use this. They asked that I return it. Itnwas very difficult moving a full sized refrigerator with it, but somehow we did. I would like someone to contact me about this. One compliment: Kitty, a new employee at the 14 Railroad Street Rochester NY location, was often left alone with customers without any support. She was extra friendly and went out of her way to be helpful. I know this is not a company location, but I thought someone should know.
Mirlin M.The only problem I have ever had is twice I ordered a 2 wheel dolly and didn't get it. The charge was immediately taken off and the girl helping was very nice and helpful.
SUSANMARIE M.Nothing
Sherard C.Uhaul dropped the ball in several big ways. I arrived to pick up my truck at 8:20 am, though my reservation time was for 8 o'clock. I found a gated parking lot that's only accessible if you have the code. A few minutes later someone drove in with a 15' truck. This person told me that they were running late and had notified u-haul and u-haul said they would notify me. Well uhaul did not notify me. Meanwhile I had hourly paid movers waiting at my house but I couldn't leave until this person in the truck took all the necessary pictures of the truck and loaded them and blah blah blah. Then the Uhaul app wouldn't allow me to "pick up" the truck or return it. The app said, "Please wait until the store opens at 7:00 a.m." It was 8:40 at this point, however. When I returned the truck at 11:45 a.m., 2 hours early, I found out that the Railroad St location isn't even open on Wednesdays. Oh and the parking gate code is illegible on the key tag. I was lucky enough to get the code from the previous renter who happens to rent trucks from this location on a regular basis. What a nightmare.
Mary G.Alyssa, who we spoke with in customer service was an excellent help. Additionally, the maintenance tech who services the trucks, let us in early and helped get us the info we needed. This was a very special situation where we needed a very large truck with a ramp starting early in the day before the staff got there. It felt very tentative but all u-haul representatives were a great help and our move went off without a hitch! Thank you!
Larry C.Not a true 24/7 return. I came from out of town and There was no way to bring my vehicle in to return on a Sunday because I was not provided the code to the gate by them or uhaul. they did not answer calls on a Sunday. There was no way for me to get access.
Tarit S.Customer service Rep. was excellent, attentive and answered any and all questions!
MICHAELE F.Just a big lot with a key drop - the online check-in was sufficient, you didn't need staff.
SUSANNAH P.The employee behind the desk was very helpful. I think her name was Alexis. I had trouble with your mobile app because I arrived several hours later than expected and the app wouldn't let me pickup the truck. Luckily Alexis was in the office to help me.
STEPHENLLOYD P.I was over charged and had to call to correct issue. My money still havent been returned back yet and I'm stuck in Ny for now.
Sharain W.No after hrs drop off bc lot is locked at night and can't bring the truck in.
Adina L.Such a seamless pick up experience. It was a busy morning but they made it efficient and easy.
EVANELIZABETH C.The only reason I wouldn't recommend this location to a friend is because I needed to do an after-hours drop-off and couldn't get through the gate to park the truck in the lot. (It's a gate-access business that requires a code after-hours) I had to take the truck back home and return the next day during business hours. It was extremely inconvenient. I wish I was told that about the gate before I selected this location for drop-off.
Kishundra K.Alexa was super! She assisted me with the change in location and made sure the 15' rental truck was there. I cannot say enough good about her and the way she communicated with me. She deserves a raise!
MARK E.Staff was very friendly, helpful and efficient.
SCOTTA L.Too difficult to figure out how to get the code to open gate
Mike Y.We were not informed that at the time of our scheduled drop off the gate would be locked and we would not be able to enter the lot to return the truck or retrieve our car. I called to have the manager come rescue us, and they never called back. We had to trespass through an unsecured portion of the fence to come in and get our car. This was an absolute nightmare. I called the national customer service number for help and remained on hold for 22 minutes before hanging up and realizing we were on our own to solve the problem we did what we did what we had to to complete the return. I campy believe how badly this went. Nothing short of a refund would ever make me choose our recommend Uhaul ever again. I've never been through anything like this ever.
GINAMARIE H.Uhaul truck was really bad and it was shaking literally with the mileage of 130,000 the truck poorly maintained and i had to extend my rental because of the bad shape of truck and on top of this had to pay extra and because of the truck condition it wasted my time and money both.
ANIL CHOUDARY V.long wait, double booking customers. Overall, very frustrating experience
MITESHDHANVANT A.Darius is an Outstanding Worker, I was in a rush but he remained poise , My move was Smooth and Solid.. Uhaul all the way .. Great Job !!!!!!!!!
OMARL H.The tank was about half full when we recieved it. We didn't drive very far with it. When we tried to drop it off the gate was closed and we didn't receive a code, which is something we were supposed to receive upon check out. I called uhaul customer service and asked if we can park it on the side of the road and drop the keys in the mailbox. They said ok and put those notes in. I also asked for reassurance that I won't be charged for those additional miles that we used to drive it back to my apartment, which was a mile away. We only did that because we were unable to drop it off initially and we figured if we did the check in process we would receive a code. I recently received an additional bill for those miles. It doesn't make sense because we drove about a mile from the rental place and about 5 miles to the new place and then back. I'd like to receive a call in regards to this.
Lidiya K.You guys were awesome! Phone calls and trucks. The whole gang was super helpful and accommodating. Not only have I recommended, I have used you guys twice in three weeks!!! Thank you and seriously, A+ rating, these people are helpful, kind, understanding, and have great customer service.
Kimberly C.THE LIGHTS INSIDE THE VEHICLE DID NOT WORK AT NIGHT TIME!!!
Martin M.Was never given a gate code and then charged to bring it back the next day
EDUARDA C.My only issue is the van heat was not working it was only blowing out cold air.
TAMIYAT B.Great customer service GM was excellent super nice went over every detail. Def will recommend renting Uhaul or storage from this location.
CHRISTIAN O.Ashley, Darius, and the third person we interacted with (name unknown) were all incredibly helpful throughout this process. Thanks for everything, truly. Give these guys a raise or some other form of commendation, please!
AMANDAB A.Just keep doing a good job. Both men who helped me were courteous and knowledgeable
MICHAELP Y.Was easy to find everything but the van was covered in mud inside and out. Was never cleaned after last use they just put cardboard over mud to try hiding it.
Ellis S.I was charged for an item that I didn't even rent yes I received a refund but I should have never been charged now I have to wait for it to be refunded unacceptable
Ciera S.Waiting time to pickup the truck was longer than expected.
RICARDOA G.The display had a service system message. The customer service person was excellent
WILLIAMRICHARD D.Took picture of my license in personal phone to process transaction I was not convertible with that
Emily T.I e been calling to see why my bill is so high , I have 3 attempted charges and one full charge that happens into my account , no one has got back to me no one single person .
Nyiaesha C.