The truck engine light popped on as soon as I started driving the truck. It was too much work to pick up the truck and the system was saying I had already had the truck when I couldn't even get into the truck. No one gave me the code to the lockbox to retrieve the truck keys. I had to call the 800 phone number for help to get the truck. The representative had to extend my time because I originally reserved it for 24 hours and it was in the system for only 6 hours so the representative had to help me extend the hours to 24 hours instead of 6 and they lock on the box was so beat up that I could barely see what the letters were too put the correct code in to unlock the lock. This process took me almost an hour to pick up the truck I was standing outside the truck trying to get in for almost an hour that was insane. From now on I will just go to the lake Avenue location or east ridge road location and deal with a human, after that experience I don't care about the convenience of the location being close to me. Those trucks really should not be allowed to go out on the road with the engine light on, that's a safety hazard. The only pleasant experience I had throughout this experience was the pleasantly helpful representative at the 800 phone number she was knowledgeable, helpful, quick, and she went the extra mile to call the people over that location to help me get into the vehicle. She deserves a raise she was very professional and polite. I was in a unsafe neighborhood with my daughter trying to get into a vehicle for almost an hour while a man stood across the street just watching us and we were dropped off by Uber so I couldn't just hop in a car and leave if something was to go wrong. I hope this information helps to make things easier and safer for your customers in the future.Christey K.
(U-Haul Neighborhood Dealer)
One-Way and In-Town® Rentals in Rochester, NY 14611
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- 3.0 Average Customer Rating
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Do not give trucks away that are reserved without contacting the customer. Improve memory on 24/7 truck share as multiple photos too fast will cause photos not to upload. Improve customer service as spending an hour on the phone trying to locate a replacement for the one given away by your scheduling dept is bull crap. Also add 10 extra miles to the truck for an incidental lunch during transport, or for the fact that some of us will avoid tolls causing a slight uptick in milage which should be included in cost estimates not charged as an extra.David K.
Just noJosh S.
We are extremely unhappy with our experience. We made a reservation to pick up a truck at 10:00, as that was the earliest time available online. When my husband and father in law arrived, there was nobody there, even though it indicated that they opened at 9:30. After finally getting in contact with someone on the phone, someone from another building came and gave them keys for a truck. They waited over 45 minutes for this. They were not properly checked out, and were told to just take a picture of their credit card and driver's license. The rental contract shows the truck had half a tank of gas, but it did not. It only had 3/8. The rental contract was in my name and was "signed" with a squiggly line. I was NOT there at the pickup, nor did I sign anything either in person or electronically meaning that this is forgery. Between having to wait to get the truck, and these shady business operations, this is some of the worst customer service we have ever received. On top of that, we called Sunday 10/17 to file a complaint. We were told the business owner would call us within 1 business day. As of today, 10/20, we have heard nothing.Kimberly H.
Be open when you say you are open. Property is unkempt (weeds/trash strewn about) and has little signage. Trailer had not been cleaned out/swept by previous user. Had to back trailer on to a busy street - not enough room to turn around and drive straight out. Nothing inviting whatsoever with this location.John V.