The number I called said the system was down for over 30 minutes and I had movers waiting at my house since I was on a schedule. When I finally I got the truck, I realized the interior was filthy (cigarette butts, old food, dirt, etc.), the check engine light was on, and the truck drove horribly (had trouble shifting, interior light would not turn off when driving, could not get up to 40mph, terrible turn radius). The half an hour late caused the movers to have to move in the dark and rain, which would have been avoided. Not pleased with the experience although the lady I called was kind.
Katherine C
Customer Reviews for East Rochester Self Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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Please make the pick up your truck button on the app more obvious. It took me forever to notice it was nestled in between other links. The verification calls to people were confusing. Each person got a text saying they would receive a call, 5 mins went by and nothing. One of my contacts tried the number and was told a 5-10 minute wait. Then the app refreshed and I was given my log in without the calls being done. Getting into the lockbox was the hardest part of the process, especially when I was already on a timeline. I was also not aware of the timing/grace period. I selected my truck to be picked up at 8am but did not arrive until after 9 and I think that was part of my struggle getting the key. Maybe allow a one day or 12 hour prior authorization.
Larissa CDidn't speak with any personnel so I cannot rate that. However, what I am extreme frustrated with is the fact that I picked up the vehicle with 201 miles to empty. I dropped it off with 208 miles to empty…. meaning there was MORE gas than when I received it. I was charged nearly $14 for fuel. Unacceptable.
KAYLEIGH NAll good
RICHARD CWhat a great visit, the rep. Was fantastic and everything went smoothly.
DALE TI will be calling today but I did not get the dolly I paid for and it made it 10 times harder to get what I needed done.
Elliot CVery convenient, truck ran well, however it didn't have the supplies I selected and paid for.
Robert DPam is extremely accommodating and helpful. My truck was old and not very clean. The lock on the back door did not latch. There were only 4 moving blankets instead of 6. The tank was not full and the mileage was much less than the 10 mpg cited online. Maybe the truck needs a tune-up.
PATRICK BNo personal contact. Did a self check in night drop.
DAVID DApp didn't work, took 40 minutes for verification, mileage was clearly wrong, overcharged for just standing there, dropping the truck was a hassle and a half because of 2 million pictures I had to take. Truly pathetic. I get why the company is failing and management has been laying off people left and right. In my eyes, 100 % deserved.
Margaret MWould use this location again !!
ROBERT EThis is the second time I've rented a truck from this location for moving. Everything went very smoothly. I would use this U-Haul location again in the future if I need to move.
Paul ANo indications as to wear to drop off truck. No signage for returns or other U-Haul trucks to park by. Very confusing, they are not open on Saturday also.
Vanessa CPam was helpful throughout the process and she helped make the drop off process easy and seamless.
Thomas HAll was excellent. Easy drop off. I went before hours and dropped off with ease.
Therese RService was prompt, friendly, and efficient. The truck was clean and in excellent condition, and was parked in an easily accessible area with plenty of room to maneuver. We had a very successful trip.
Frances SOverall terrible experience. Pick-up and drop-off never goes smoothly. Great trucks, that's about it.
Joseph MNothing. Great experience.
Robert DThe interior was not clean but acceptable for me to use. It could been better next time. The gravel powder was on the fenders. It was not difficult to clean but it was there.
joseph oCustomer Service was excellent- knowledgeable, FAST, friendly, NO HASSLES with pickup or return. Wiper blades NEED REPLACING on both sides!
Amy GCustomer service is great.
Arthur AThere's no one there on the weekends. It is very difficult to do business online and have it go smoothly
Cynthia JThe truck I rented needed shocks and springs badly every small and large bump felt really bad.
Peter SThe lady who helped us was outstanding.
Tom LFriendly service and very helpful. Thank you.
Nicholas HThis is a comment on U-Haul in general and not specific to this location. The customer experience and app are both terrible.
Daniel CNo improvement recommended at this time. Overall excellent experience.
Paul KService as.it should be, excellent.
Patrick GGive a receipt or acknowledge for having returned the truck on time but was told will get an email but as of now have not received it
mauler JFrom start to finish the entire process was awful, unorganized, and tech didn't work. Some People were helpful others not. Would never use nor recommend.
mary hThey were closed when we dropped it off!
Jeff GNewer truck, convenient off hours self pickup and drop off at the same location. I used them for a local move, 25' truck cost me less than $100 and saved me hours of running back and forth with a friends truck or minivan. Moved "stuff" from one storage space to another that took up 500 Square feet of space in just two trips.
Todd OLady at the desk was wonderful! People friendly and understanding. God bless!
Samantha hnever used it, and didnt get a refund yet
Dawn PStaff was very helpful and friendly as they have storage units at this location also and was able to get exactly what I needed
Linda WI was shocked at how clean the van was. It even smelled good! Lol
Nick KCheck the tires more often.
Kathleen ZScreenwash low warning was on when I collected the van, should be topped off. No spare tire either (didn't need it, but would have been a pain if I did). Otherwise happy with rental and service at the depot
Gary WPersonnel amical.
John MThe equipment I requested to be with the truck was not there at all.
Derek FGreat experience. Thank you!
Greta NThe location caused great difficulty due to poor reception on cell phone. I was not able to get the truck without calling Uhaul and have them send me the links- I had to drive down the road to get cell phone reception. Locating the keys was hard.
Carla SVery clean and ample parking. Did after hours drop off, which was easy and well explained in the lobby of the building.
William FExcellent experience and facility, would recommend.
Doug VWhen I picked up the truck, the pads I'd requested were not in the truck. Luckily, I had some blankets in my car. The truck was mostly sparkling on the outside but dusty in the cargo hold. Also, I received a "tire sensor fault" warning message. On the whole, it was one of the finer rental trucks I've driven. The air conditioning was a welcome amenity! The check in process was longer than expected, especially the need for additional verification. But all in all, it worked out just fine and I would rent from this location again.
Laura NThey committed my truck to another customer and they put pressure on me to return It before I was ready. They kept calling me and added significant stress to an already stressful day. I was entitled to take my time but they made it impossible. Would seriously avoid this location for drop off.
Andrew WCheck out the vehicle and clean it before renting it
Robert TOnly issue was the app. As I was processing order I came to a screen that was blank.After several attempts, I ended up having to delete the app and reinstall it to complete the transaction.
John CNot open on time. No one available when I returned vehicle.
Lawrence Cperson was very informative and helpful
Bill HThe trailer i used was great. The ramps springs and hinges need to be lubricated. It was starting to be difficult to raise and lower as the day went on.
Dan KFast and helpful
David TI reserved a 9 foot cargo van to move my son to college. When I arrived to pick up the van I was told that there were none available - even though there were two parked on the lot. I was given a 15 foot truck instead. A 15 foot truck is more difficult to drive and takes more gas than a 9 foot cargo van. I don't understand how you can accept and confirm a reservation for a cargo van but not have it ready when I arrive to pick it up. It seems like something is very wrong with your reservation system.
Simon B