Customer Reviews for U-Haul at Lake Ave

4,448 reviews

120 Lake Ave   Rochester, NY 14608
(2 Blocks North Of Lyell Ave, Between Spencer St. and Ambrose St.)

(585) 254-1677

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Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Services at this Location:

Contact Us

(585) 254-1677

120 Lake Ave
Rochester, NY 14608
(2 Blocks North Of Lyell Ave, Between Spencer St. and Ambrose St.)

Services at this Location:

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm
  • Free towing inspection
  • 24 hour customer return
Adaptive reuse location

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.

Overall Rating:

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Rating:
5.0

Customer did not leave a comment.

Raymond Wyche 
Rating:
5.0

Make sure that the vehicle is equipped with the amount of gas that is requested!

Cyan Powell 
Rating:
5.0

Customer did not leave a comment.

Dale Bogucki 
Rating:
5.0

Great Cumstomer service

Timothy curtis King jr 
Rating:
3.0

The morning staff was very friendly and helpful. The truck was in okay shape, the tire indicator was on and dash flashed warnings. Returning the truck was frustrating because the 3 pm staff person was very rude. She indicated that she was the manager and was not helpful or approachable. Moving can be overwhelming and to have staff create atmosphere cause additional unwanted stress. She was not professional, and her presentation/demeanor was unclean. I wished I got her name, but I dare not ask.

Pamela Brown 
Rating:
5.0

Customer did not leave a comment.

Pavlo Menaker 
Rating:
3.0

Customer did not leave a comment.

Katrina lewis 
Rating:
5.0

Customer did not leave a comment.

marylynn hannah 
Rating:
2.0

Extremely long wait then once I got to the counter staff member was not that friendly at all. However the vehicle return guy was very nice .

Shamir Tisdale 
Rating:
5.0

Top notch service!

Kristina Bell 
Rating:
2.0

The Staff was extremely rude and yelled at us in the front of the location for not handing over the keys, the employee had no uniform or name tag to indicate they were an employee and she screamed at us for not giving us the keys when we tried to bring them inside. While the equipment was good, it was one of the worst customer experiences we have ever had!!

John Thomann 
Rating:
3.0

Train employees on how to use the app for self check in. Also explain how drop off works and where to place the vehicles. There was a huge line of trucks when we arrived and customers not knowing what to do or where to place the trucks.

Jesselle Rodriguez 
Rating:
1.0

The CS rep was rude, he actually threw the keys of the uHaul at me. I had some issues with using the self service and he refused to assist because “you chose self service do it yourself” and the vehicle was sticky, dirty and smelled like cigarettes. There were other customers coming in and out who had made reservations and he refused to assist even though there were vehicles available. I would not visit this location again, and I need to rent another uHaul in two days and I will travel halfway across the city before I go here again.

Alana Hernandez 
Rating:
5.0

The original place I picked for pick-up. Let me down. But U-Haul was on point and sent me to the one on lake. My truck was ready and I was in, out and back with my keys.

Rasheam Brown 
Rating:
1.0

Truck was raggedy. Check engine light was on, truck had a bad fume smell, tire light was on. When i got to the location their systems were down..took me almost an hour to get my reservation

Talia Sturdivant 
Rating:
5.0

Customer did not leave a comment.

Janice Griffin 
Rating:
1.0

Trailer lights on and off because ground broken on flat four connector. When returned, U-Haul make employee sitting eating sub and he told me to go to back of lot and unhook trailer by myself. I asked him if he wanted to inspect trailer to return it and he said no I had trouble lifting trailer off hitch 6 x 12 trailer Employee attitude and refusal to help was unacceptable.

Daniel Bronk 
Rating:
5.0

Customer did not leave a comment.

Harmony Hostick 
Rating:
5.0

The process was easy and efficient The staff both professional and friendly The entire experience was good

Patricia Harris 
Rating:
4.0

Customer did not leave a comment.

Shannon Frison 
Rating:
5.0

Staff was very nice

Eunice Edgerson 
Rating:
5.0

Customer did not leave a comment.

Jeanette Robinson 
Rating:
5.0

The young lady not a supervisor or manager and Stephen very friendly

Patricia Brunson 
Rating:
2.0

Customer did not leave a comment.

Stacy Johnson 
Rating:
5.0

I love the service. The man was knowledgeable quick. Everything went smooth 123 no problems at all

Carla Green 
Rating:
5.0

Customer did not leave a comment.

Ernest Armstrong 
Rating:
5.0

Don’t need to change anything

Kendrick Morrison-Cook 
Rating:
1.0

The guy who helped me couldn't count the hours correctly and tried to tell me that 930 to 1230 was 4 hours. His customer service skills were terrible and close to being rude. No I wouldn't recommend this place to no one and I'll never go there again. I spoke with customer service on the phone and he told me don't worry about what they say we do it different here.

AR Brown 
Rating:
5.0

The overall rental was nice, but the man and young lady at the counter were great. they both were very friendly, patient, calm and kind even with phone calls coming through and helping instore customers at the same time. I had a reservation at 120 Lake Ave store.

lashonda thomas 
Rating:
5.0

This is the best location

Lucella Hill 
Rating:
5.0

Customer did not leave a comment.

Nataly Santiago 
Rating:
5.0

The towing company Rxcel was horrible!

Alicia McCain 
Rating:
5.0

Customer did not leave a comment.

Erica Robinson 
Rating:
4.0

Customer did not leave a comment.

TRACEY CLARK 
Rating:
3.0

The process to get the truck was very difficult and we were 2 hours past pick up time. Staff inside the location was of no help. Actually dismissive. After an hour of trying to get the code to get the truck and the staff inside not helping. I called the customer care line. The women I spoke to was very patient and understanding but even that process was stressing for her and I. The truck was very banged up, leaked in the inside to the cab and the back. Stuff was falling off inside when you drove. The driver seat arm was broken. The truck sounded like it was struggling to drive and the steering acted like it eas manual steering not automatic. We lost 2 hours of the 7 hours we need the truck which it made difficult and felt rushed to get truck back as it wasn’t extended on the drop off time. No discount was offered. Except for the customer service person who I spoke with the whole process was very difficult and caused added stress. Not so sure willing to rent again.

GARY LEWIS 
Rating:
1.0

Everything I put on the truck was wet boxes fell apart mattress and furniture wet HORRIBLE

Mary Sargent Gaskin 
Rating:
4.0

Customer did not leave a comment.

Norman Bryant 
Rating:
5.0

So far with me everything was really good. Thank you very much

Francisco Miranda 
Rating:
1.0

I love this location but I greeted the attendant and he didn’t respond. I asked him if everything was ok he responded with what do you need. I said ok. He was poorly groomed and carried an odor. I will not return if this person is at the desk.

GREGORY WELLS 
Rating:
1.0

Customer service representative was very rude and unhelpful! Store cancelled my reservation and when asked to reinstate it the representative said no trucks were available. I went to another store and the representative there stated that there were plenty of unrented trucks available at the original store.

george jackson 
Rating:
5.0

Stephan and his boss were amazing!! They went above and beyond to help make a very stressfull situation very manageable Bob

Robert Castelo 
Rating:
4.0

Customer did not leave a comment.

Leslie Reese 
Rating:
5.0

The staff were very friendly and helpful. They explained the contract in full. They made the move less stressful.

Scott Sheldon 
Rating:
5.0

Customer did not leave a comment.

Stanley Lewis 
Rating:
5.0

Nothing

Rose Curry 
Rating:
3.0

1. There should be more than one person working at these stores. if someone has to go out to the back, they have to lock the door and customers are locked out. Timeliness is important because we are renting these trucks for a certain amount of time and if a lot of that time is spent at the location waiting to be served, that trims time from your allotted time. 2. I reserved an appliance dolly at the same time I reserved my truck online, however when I got to the location, they did not have any appliance dollies, so I had to go to a separate location to find an appliance dolly, which shaved more time off of my allotted time to use the vehicle. This is the second time this happened to me regarding the appliance dolly. Since I am reserving it online, it would be helpful to know ahead of time if it is actually available or not. thanks for allowing feedback.

Lorraine Whitehouse 
Rating:
5.0

Nothing. It was busy but they kept it moving and professional

ja'Net Harris 
Rating:
5.0

Customer did not leave a comment.

Ania Glover 
Rating:
2.0

Customer did not leave a comment.

Shanise Clayton 
Rating:
4.0

Customer did not leave a comment.

Evelyn Byron 
Rating:
3.0

Customer did not leave a comment.

sharial Walker 
Rating:
3.0

The scheduling was a bit wonky. The box arrived on the specified date but I would appreciate more clarity. The logistics system might need a tune-up. The friendly people who dropped off the box had trouble scanning the box because of technical issues. I felt bad for the drivers who had to stand around in the cold on the phone with tech because the barcode won't scan.

Alexander Burr 
Rating:
1.0

Trailer had a fully flat and one flat tire. The rep didn’t connect the brake chain to the hitch correctly! The rolling door was locked with a padlock and they were not able o pry it open. They told me to go to 1661 Long Horn Location to have it pry open. Drove for 15 mins with two good tires and two bad tires - quite unsafe! Next day I returned to have the tires taken care of but they couldn’t do anything. Told me to contact roadside assistance. Waited for almost 3 hours at the uhaul location for the assistance to come but he could only change one tire. They put air in the second one and told me the trailers good to go. Not a very pleasant rental that one!

Malcolm Peters 
Rating:
5.0

Customer did not leave a comment.

Evan Shamon 
Rating:
5.0

Customer did not leave a comment.

CLEORAA BURKETT 
Rating:
5.0

Customer did not leave a comment.

Rushane Davis 
Rating:
1.0

Customer did not leave a comment.

MYCEERS DESHAWN MANUEL 
Rating:
5.0

The manager was nice and patient with us and other people we seen her with

shawniece taylor 
Rating:
4.0

Customer did not leave a comment.

Lisa Nelson 
Rating:
5.0

The pre-registration was effortless smoth profession with out fault. I would recommend this location to anyone that needs this service!

Altrenia Boykin 
Rating:
5.0

The representative was very friendly and helpful.

Darren Green 
Rating:
5.0

Customer did not leave a comment.

Shavonne Tiapula 
Rating:
1.0

Everything! Not over booking for starters.

shaqueda bembry 
Rating:
5.0

Customer did not leave a comment.

Tyrell Simmons 
Rating:
5.0

Customer did not leave a comment.

GARY HOWARD 
Rating:
5.0

Customer did not leave a comment.

Laura Martos 
Rating:
1.0

Customer did not leave a comment.

Bradley Homa 
Rating:
5.0

A little pricey on the lock out... Should have been given two keys....

Robert Lapiana 
Rating:
5.0

Nothing it was on point even opened earlier to get me settled because I was there when worker pulled up and meet me back outside for drop off

Turlanda Thomas 
Rating:
1.0

Employee charged me way too much and honestly i want a refund for the extra that was charged. I selected the $15 safe move & the employee changed it to $30 and I’m being charged an extra $27 for i don’t know what when my original was only suppose to be $54 n she took $100 from my card ontop of trying to take the extra $27. I only travel 8 miles and to be charged $127 is insane. Would not recommend at all

Lashonda Sutton 
Rating:
1.0

Im being accused of damaging a tire which I had no knowledge of prior to seeing damage on me receipt also I paid for the insurance so I don’t understand why I wasn’t given the opportunity to make a claim for the tire I supposedly damaged. The staff at 120 lake avenue is absolutely awful and the entire experience was very unpleasant and now I’m getting accused of damage. I will most likely never use your company again

Mike Mcgee 
Rating:
4.0

Customer did not leave a comment.

Cornelius Miller 
Rating:
3.0

The price online should match what I pay, other than mileage of course

KESHA RUTLEDGE 
Rating:
2.0

We were sent to the wrong address and we got automatically charged for a late fee.

Erica Williams 
Rating:
3.0

Have more than one person attending to customers to speed up the process.

Amy Cason 
Rating:
1.0

More staff is needed at this location you got 1 guy doing everything. Place is the worst uhaul place around. Never going back to that shit hole.

ELVIR HASKOVIC 
Rating:
5.0

Customer did not leave a comment.

Angel Fontanez 
Rating:
1.0

Was overcharged another day for 10mins Plus gas charges.

Mitchell Scott 
Rating:
4.0

Customer did not leave a comment.

Susan DiGrazia 
Rating:
1.0

BELOW 1 STAR….. NEVER AGAIN! It was not mentioned that there is a $100 holding fee to your credit card at time of rental. Customer service was terrible, except for the young lady I spoke to outside of the building. My reservations were originally 10am to 2pm. I ran late, due to an engagement and picked up the rental around 10:50am. And was given only 3 hours for the rental. I called and asked for an hour or two for an extension. He said NO! I asked if someone else had that particular vehicle for rental after me? He said NO! That his location was extremely busy. (There were other vehicles for rental in the parking lot). Long story short, I called customer service, that young man was rude. So I asked him to transfer me to someone else. That young lady was exceptionally nice! 😊 (I was told that there is NO addition charge because we really could keep the vehicle up to 24 hours). I’m completely dumb founded 😏

Denise Fossitt 
Rating:
5.0

Not much; pretty good job all around

Charles Graham 
Rating:
2.0

Young man working during the time frame of my return was rude. I was charged another day of rental and insurance because I was 10 mins late returning my rental per my reservation time but I actually didn't receive my truck on pickup day until 1:59 pm and it took the rep on drop off day 15 mins to check me out so my return time in my paperwork was not accurate.

Lisa Veniszee 
Rating:
5.0

Customer did not leave a comment.

Damarys Figueroa 
Rating:
5.0

Customer did not leave a comment.

Xiomara Carrasquillo 
Rating:
4.0

The young lady at the front counter was very pleasant to deal with and well versed in her job......

Troy Wallace 
Rating:
5.0

Nothing beside keep serving your customers with a 😃

Belinda Parson 
Rating:
3.0

While I was waiting for my receipt, another customer was given a truck that had no gas in it. He was assigned another vehicle, but how did they NOT know there was no gas in that vehicle?

Deborah Byron 
Rating:
5.0

Nothing every thing ran smoothly

Shaunitha Smith 
Rating:
3.0

I didn't interact with anyone I just dropped out truck after hours.

Valisha Bailey 
Rating:
5.0

Customer did not leave a comment.

Sarah Correa 
Rating:
3.0

Customer did not leave a comment.

Cathleen Lindskoog 
Rating:
1.0

The guy at the counter was insanely rude. Before I even made it to the counter, he told me "you need to stop and turn around and come in the right door". then when I came to the counter, he rolled his eyes and cut me off midway through my question to tell me "Nope I am not helping you". All I wanted to ask was if he could help me with my order I had already placed on my phone. Terrible terrible service, I will never go to this location again.

Isaiah Hughes 
Rating:
5.0

The management was perfect at the say, really friendly and helpful

Crystal Wigington 
Rating:
5.0

Customer did not leave a comment.

Mark Cannon 
Rating:
5.0

Customer did not leave a comment.

Evelice Ortiz 
Rating:
5.0

Customer did not leave a comment.

Rosemary Torres 
Rating:
5.0

Need a larger location, parking off street for customers vehicles

John Mayer 
Rating:
1.0

Told them where I was using uhaul for my wedding in Webster now they’re charging me extra mileage when they charge me 2 times and now they trying to charge me 3 different mileage prices to my bank I’m calling corporate

Alicia McCadney 
Rating:
5.0

This is for all 5 vans we rented.... Thank you

Ellen Brenner 
Rating:
4.0

When I filled the gas tank at the end, I put in 4.2 gallons of gas. I went 25 miles. I drove a similar van, last year, a couple hundred miles in the mountains of Colorado and my gas mileage was probably 3 times better than that. So I am quite positive I received a van that did not have a full tank of gas. Yes, next time, I'll fill it right after I get it and ask for reimbursement!

Kenneth Rich 
No reviews have been submitted for this location.

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