Customer Reviews for U-Haul at Lake Ave

3,981 comentarios

120 Lake Ave   Rochester, NY 14608
(2 Blocks North Of Lyell Ave)

(585) 254-1677

Horarios de la ubicación

  • Lun. - jue.: 7 a. m. - 7 p. m.
  • Vie.: 7 a. m. - 8 p. m.
  • Sáb.: 7 a. m. - 7 p. m.
  • Dom.: 9 a. m. - 5 p. m.
Horario especial
  • 12/24/2021: 7:00 a. m. - 4:00 p. m.
  • 12/25/2021: cerrado

Servicios en esta ubicación:

Contáctanos

(585) 254-1677

120 Lake Ave
Rochester, NY 14608
(2 Blocks North Of Lyell Ave)

Servicios en esta ubicación:

Horarios de la ubicación

  • Lun. - jue.: 7 a. m. - 7 p. m.
  • Vie.: 7 a. m. - 8 p. m.
  • Sáb.: 7 a. m. - 7 p. m.
  • Dom.: 9 a. m. - 5 p. m.
Horario especial
  • 12/24/2021: 7:00 a. m. - 4:00 p. m.
  • 12/25/2021: cerrado
  • Inspección gratuita del remolque
  • Devolución del cliente 24 horas
Ubicación con reutilización adaptada

Testimonials From Recent Customers

Los comentarios de los clientes son muy importantes para nosotros. Utilizamos estos comentarios para guiar nuestros esfuerzos y mejorar nuestro servicio. Todo lo que sigue es directo de nuestros clientes, sin ningún tipo de filtro o edición por nuestra parte.

Overall Rating:

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Clasificación:
5.0

El cliente no dejó un comentario.

SHALUNDAKASSUNDR C. 
Rating:
1.0

I have used U-Haul many times and this is the first time I give a negative review. At pickup I was treated like garbage by a very overweight African American man. He was very rude and short with me. I took my keys and upon inspecting the truck, I noticed the gas tank barely had a 1/4 tank of gas so I went in to have my paperwork corrected as he listed me at almost 1/2 tank. When I went in he was helping another couple. He looks up at me and in a very nasty voice says”What do you want now” shocked I asked “What” and he repeated in the same tone “What do you want now”. At that point I got mad and asked “What do you mean What do I want now” I explained my issue and he just looked at me and demeaning voice said “ just bring it back like you got it” I told him I would take a picture of the dash and I left. The other couple just stood there in disbelief. I will NEVER use that site again and probably never use U-Haul again.

John C. 
Rating:
1.0

Very rude and unprofessional service

Kumar C. 
Rating:
1.0

The truck was on E when I first picked up the truck , had the gas light on & running on fumes trying to find a gas station. Guy inside was not helpful & honestly a dick. Only reason I went to that location is because I had no choice or I would have had to wait another day. Trash location , waste of money . Didn't expect anything better considering the location It was at. Next time I'd rather pick the couch up with my bare hands and walk 30 miles than get a truck from there.

Jacob M. 
Rating:
2.0

Customer did not leave a comment.

DARRYLE B. 
Rating:
1.0

We arrived 20 min before closing time to pick up our reservation. The door was already locked when we arrived at 6:40pm and the gentleman behind the counter refused to help us other than tell us we needed to go to U-Haul.com and do after hours check in (which is NOT an easy and efficient process!). Dude had the lights off and close up procedures done by 7pm while we and another customer struggled to get the app to work. He didn't even make sure we were set... just drove away. Not a good experience at all!

Cory H. 
Rating:
1.0

The Equipment was not available when I reserved a Dolly location dirty trashy

Bridget F. 
Rating:
2.0

The truck was very old and hard to drive. It felt unsafe.

Neva N. 
Rating:
5.0

Great customer service staff was great

sharon june B. 
Rating:
5.0

Customer did not leave a comment.

Renee M. 
Rating:
2.0

Whatever lazy and rude man was working 11/4 and 11/5 at 5 pm behind the desk would deter me from ever using this location again. He was burping and eating while basically telling me he wouldn't help me because I booked online, and to go to Uhaul.com. I spent several minutes looking for the barcode outside to scan to start the process. I was on a time line, and the online process with two references is ridiculous! Then my truck was parked behind other trucks, and I couldn't get to it. I had to go back in to the rude man and ask him to move other trucks. Then I had a taillight out!!!!

Kaleigh M. 
Rating:
5.0

Keep up the good work you are doing

STEPHANIED D. 
Rating:
5.0

Customer did not leave a comment.

ROSAHAYDEE S. 
Rating:
5.0

Staff went out of their way to be nice and accommodating

DENNIS F. 
Rating:
3.0

Customer did not leave a comment.

Aleyda M. 
Rating:
5.0

Keep doing what you are doing...

MARTIN J C. 
Rating:
3.0

Reimbursement

Jasmine M. 
Rating:
5.0

None at this time

Roshelle B. 
Rating:
5.0

Customer did not leave a comment.

Tia D. 
Rating:
5.0

Customer did not leave a comment.

DeeAnna C. 
Rating:
5.0

Customer did not leave a comment.

JENNIFERL E. 
Rating:
1.0

Customer did not leave a comment.

Jasmine M. 
Rating:
1.0

Making sure to contact a customer anytime changes are made on Uhauls end in reference to any reservation not able to be fulfilled PRIOR TO. Especially when Uhaul downsizes! Not acceptable for a customer to show up to pick up a rental and it is not what they have reserved over a week ago.

ODELIA G. 
Rating:
4.0

Customer did not leave a comment.

RANDOLPHHOWARD B. 
Rating:
4.0

Customer did not leave a comment.

RANDOLPHHOWARD B. 
Rating:
4.0

Customer did not leave a comment.

letoya S. 
Rating:
5.0

Customer did not leave a comment.

Mariangeli C. 
Rating:
5.0

Customer did not leave a comment.

TERRANCEBERNARD G. 
Rating:
5.0

The service is pretty straightforward. Keep it the same.

Sharon L R. 
Rating:
2.0

Terrible customer service.

BRIANA R. 
Rating:
2.0

Customer did not leave a comment.

Angeliz M. 
Rating:
2.0

Rude customer service

Candice O. 
Rating:
3.0

Customer did not leave a comment.

Tammy N. 
Rating:
1.0

Person at the counter was extremely rude, and didn't want to help at all.

victor S. 
Rating:
3.0

The representative was friendly and did everything to ensure my questions were answered. However, the location and vehicle (that I rented) in question were not clean. Also, for U-Haul as a whole, when doing the truck share transaction online via my phone I was not notified that paying with cash would yield an extra $100 deposit on top of what I already owed; I was left waiting for outside help to complete the transaction in store (for nearly an hour) and almost ended up cancelling my reservation as a result, unacceptable. Thus, I would like to know beforehand that paying with cash would yield an extra charge, deposit or not. Also, please make the app easier to use; moving is stressful and people like me renting trucks for tedious drives just want to pay for our service so we can get going, not wait around and waste time.

Benjamin W. 
Rating:
5.0

Customer did not leave a comment.

William V. 
Rating:
3.0

Not the best location. Staff were friendly and very helpful. Very difficult to park when picking up and returning equipment.

Daniel P. 
Rating:
5.0

Customer did not leave a comment.

Kimberly S. 
Rating:
3.0

Customer did not leave a comment.

GLORIAJEAN M. 
Rating:
1.0

I spent the entire morning being bounced around from one location to the next (4 in total) before I ever got my truck that I made a reservation for. The 1st location WASNT EVEN OPEN! The 2nd location was zero help. I had to speak to 2 other people (one of which was a district manager) to finally get help. This was a horrible experience so stressful I didn't even get the truck till multiple hours after my reserved pick up time. I would never use your services again.

MADALYNALEXIS L. 
Rating:
3.0

Customer did not leave a comment.

Arthur N. 
Rating:
5.0

Customer did not leave a comment.

Kizzy B. 
Rating:
1.0

Not charge for equipment that wasn't given. Make sure that the exits and entrances are clear instead of parking trucks in the way and expecting customers to off road drive to get out of your parking lot.

Jamari H. 
Rating:
3.0

Customer did not leave a comment.

Stephen W. 
Rating:
4.0

Customer did not leave a comment.

GEORGEW H. 
Rating:
5.0

Customer did not leave a comment.

FRANKLINLEE JR P. 
Rating:
3.0

Uhaul in general needs to get their stuff together. We booked a month out and still on night before we're called to tell us only one they have is in Rochester. We had asked for Depew ny When we got there didn't have our dollies

Joseph S. 
Rating:
2.0

Customer did not leave a comment.

Nicholas G. 
Rating:
2.0

We were sent to a location that was closed and unavailable. We almost lost our reservation for something that was out of our control. Thankfully we found someone in the closed location and he helped us find a new truck elsewhere at good time. If it wasn't for him our plans would've been ruined and the experience terrible.

EVELYN F. 
Rating:
5.0

Customer did not leave a comment.

EMILCHARLES A. 
Rating:
5.0

The process & customer service was exceptional!!

RHANDIR L. 
Rating:
3.0

In store customer service was not great or helpful even with mobile check in process and confusion

Sarah W. 
Rating:
4.0

Customer did not leave a comment.

Marcus H. 
Rating:
5.0

Customer did not leave a comment.

Jessica R. 
Rating:
5.0

The store associate I worked with was extremely professional, knowledgeable, helpful & thorough. I often encounter retail workers who have a bad attitude, or who don't know what they're doing. This woman was neither of those. She knew what she was doing, she was quick without rushing, she was thorough, she was polite. She is definitely an asset to your company !!!

Sherril G. 
Rating:
5.0

Perfect service, the young lady working the store was very friendly and sooo professional! Very nice work!!

JAMESJERMAINE M. 
Rating:
5.0

Customer did not leave a comment.

THOMASM V. 
Rating:
5.0

Customer did not leave a comment.

Kamel A. 
Rating:
5.0

The wipers need to be replace, other then that the staff and location was great

ROSALLILYN C. 
Rating:
4.0

The lady that checked me in could have a little more customer service training. No smile. No greeting. Just blah. I didn't like that. The guy that was there when I returned was friendly and had great customer service skills.

NATASHAL C. 
Rating:
5.0

Customer did not leave a comment.

AMADISANDRAIE A. 
Rating:
3.0

Customer did not leave a comment.

Andrew V. 
Rating:
5.0

Customer service was excellent

CAROLINEB R. 
Rating:
2.0

The truck was overheating and wouldn't start during our move let the truck cool down for 20 mins like the guy from customer service said still not starting after an 1 hour and a half finally it started hurry up and drop of our moving stuff and drive back the truck to lake ave Rochester New York after a manager or supervisor said to me we would be compensated for our troubles the guy at the location said best he can do is give us half off this is ridiculous how these franchise uhaul company's just don't care enough and not follow rules from corporate can get away with situations that people like me have to deal with and there supposed to help family's yeah right .

Kristine A. 
Rating:
4.0

The trucks check engine light came on and we were able to immediately exchange to a diff truck. Great service.

Catherine C. 
Rating:
4.0

Once again, the location was fine and the staff quite helpful. HOWEVER, THE WEBSITE REGISTERED ME DROPPING THE VEHICLE OFF AT A SITE THREE BLOCKS FROM THE MOVE IN AND THEN RE-ROUTED ME TO ONE A 30 MINUTES WALK AWAY. UHaul seems to think their franchises should make up for the shortcomings of their corporate website. That is not fair to the folks working the weekends to lease and retrieve the vehicles.

James T. 
Rating:
1.0

I reserved my truck for mobile pickup. When I arrived last Saturday to go through the mobile process, I got to the step about retrieving the truck key from the lock box outside the store and found no keys left there. When I tried the store's front door to ask for help, there was no staff present and the store doors were locked. This was at approximately 10:30 am when my reservation was at 10 and the store was to be open at 9. A female staff member arrived some fifteen minutes later and was very rude to me when she found me futilely again attempting the lock boxes, asking me “What the hell are you doing?” When I said I had a mobile pickup and was trying to get the key, she said “There ain't no keys cause I didn't leave any.” She persisted in acting put upon through the process of unlocking the store and getting me the truck key. When I got out to the truck itself, I found there were no dollies and no furniture blankets inside. When I went back inside the store, the same staff member told me where to find these items myself to take out to the truck and that there were no appliance dollies available. Due to a personal injury while moving by myself, I had to delay returning my rented truck by one day so that I could schedule movers to help me unexpectedly. I received multiple harassing phone calls from what sounded to me to be the same female staff member at this location attempting to guilt me into returning the truck because “another family isn't gonna have a truck now because of you.” I think this is completely unacceptable behavior that was handled without any decorum or empathy for my own unexpected health situation. To add insult to literal injury, I was charged additional fees for keeping the truck when I had no other choice, on top of being treated very rudely. I would never recommend this location to anyone ever and think it is shameful that I was overcharged when I was so poorly assisted.

William R. 
Rating:
4.0

Customer did not leave a comment.

Benjamin S. 
Rating:
1.0

When we arrived to drop off our uHaul, my phone wasn't getting my location to do the drop off process and the front door was blocked by 2 uHaul trucks parked completely against the door. Mobile pick up is awful and a huge waste of time especially because your license can't get approved until you arrive and it gives you a list of other things to do after you get to the location.

Kiana F. 
Rating:
5.0

I rate uhal 100%

Patricia T. 
Rating:
5.0

Customer did not leave a comment.

CARRIER O. 
Rating:
3.0

The U-Haul employee was not at all helpful. He refused to help with questions. The hand truck and furniture blankets were not in the truck and had us get them ourselves. When I did get checked in, the key box where the app said the keys would be was not there (boxes 4 & 5 were but not 1, 2 or3, so I had to go in and this same employee had to get the keys from the back room. He made me feel like I was bothering him and interrupting his breakfast. However, the location itself was easy to get to and the truck was clean and well-maintained.

Robin H. 
Rating:
5.0

Customer did not leave a comment.

tanya R. 
Rating:
5.0

Nothing

ANTHONYT L. 
Rating:
5.0

Agent was very helpful with phone call this phone copy of license, and recommended best rate. Everything was fine

TREVORW E. 
Rating:
5.0

Customer did not leave a comment.

sam G. 
Rating:
3.0

Doing everything online with your phone was very Frustrating and Challenging. When I was trying to complete the application process to get my key the sight kicked me out so I had to ask the person who was working for help. Also having to take pictures of the Van before and after was frustrating and time-consuming because of the kind of phone I have. I am aware this process was put in place because of Covide-19, but I would think twice about renting another Van if I had to do this process over again. Sincerely, Char

Char G. 
Rating:
5.0

Everything was perfect.

Cheryl B. 
Rating:
5.0

I don't understand why you changed the process to being able to have the worker to the paperwork for the customers that want the service. Which is what I requested. It took me over a half hour to do it. And you didnt do this during covid.. Than I had to return to the store to get the correct dolly.. It was inconvenient. Up to this point ive not had issues with this location.

Kathleen N. 
Rating:
2.0

Employees had bad attitudes both picking up and dropping off. I was having a problem with my phone completing reservation employee had to manual complete it. It was like it was too much trouble for her to do it.. My next rental will be another location.

Debra P. 
Rating:
3.0

Customer did not leave a comment.

ARNJ A. 
Rating:
1.0

Don't double charge customers by charging them for 2 days of rental fees when they sign a 24-hour contract

Erik N. 
Rating:
5.0

Customer did not leave a comment.

RENEELOUISE M. 
Rating:
3.0

Customer did not leave a comment.

Karthi S. 
Rating:
1.0

Give a courtesy call prior to pick up, check vehicles before renting. Most importantly provide customer service. Would like partial refund as truck was terrible

LATOYA C. 
Rating:
5.0

Customer did not leave a comment.

Katie C. 
Rating:
5.0

My second use of this particular location. My first having been an absolute disaster that ended up with what I found racist and a $50 parking ticket. This time I was met with very courteous and professional service. Trucks still need a little better maintenance but nothing major. People who rent need to be grateful for such a convenient service so close to home and respect the uhaul property. I was very pleased even with the drop off of the vehicle. Waited in line and when it came my turn the gentleman said “returning? Your all set sir have a nice day”. Complete 180 from my previous experience. Keep up the good work. Sincerely , A very satisfied customer

NICHOLASS W. 
Rating:
3.0

Just wondering why I make a reservation online and give credit card information online to hold it. Then have to go over the whole process again to book it. Seems over done. Either let me hold the vehicle and give information there or take it online and not make me go though process again from beginning.

Kerri J M. 
Rating:
5.0

Get a new cooling unit it's always hot in here but the associate deal with and get people in out with a smile on their face

TRENT M. 
Rating:
5.0

Customer did not leave a comment.

JULIE D. 
Rating:
4.0

Customer did not leave a comment.

BRIANSCOTT F. 
Rating:
3.0

If you need a quick last minute move job this is the place to go. Our truck had broken windshield wipers and of course it was storming the day we needed to move. The windshield defogger wasnt working so we had such a hard time seeing. The shifter was stiff and hard to move. Trucks could use an upgrade.

DELILAHMARIE A. 
Rating:
5.0

Customer did not leave a comment.

Russell H. 
Rating:
4.0

Customer did not leave a comment.

Fiyinfolu O. 
Rating:
4.0

Customer did not leave a comment.

Lora B. 
Rating:
4.0

Everything went smooth..Thank You

Sara B. 
Rating:
5.0

The lady who helped me was awesome. Truck was awful. It was a 15 ft truck. It need an alignment so badly I literally had to drive with the steering wheel at an angle. Having screws in my elbow I was in quite a bit of pain by the end of the day, and all I did was drive. The brakes were also in need of repair. If I had to stop suddenly, I would not have been able to do so. I really could not use the mirror on my side and could not adjust it. The air conditioner worked for a while then started to condense on the windshield. Personally, I think this truck was a danger to anyone driving it.

STEPHANIEMAY A. 
Rating:
5.0

Outstanding service

Paul S. 
Rating:
3.0

Customer did not leave a comment.

TOMMYLEE J. 
Rating:
2.0

The one lady who was in charge was kind of rude. She seemed to be not liking her job.

Amirhossein H. 
No reviews have been submitted for this location.

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