Other than the U-Haul system crash the night before, the process was good. Staff at the location were great!!
JAMES ECustomer Reviews for U-Haul Moving & Storage of The Lilac City
Testimonials From Recent Customers
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I have felt with other U Haul locations and Rochester has the best service of any other. Friendly and professional, five stars .
HENRYK KIt was not clear on site that trailers have a 2" ball hitch so I showed up with a 2 5/8" and then had to drive 30 minutes home and 30 minutes back before I could pickup the trailer. Additionally, I signed up online for this rental and when I did so checked off the box that I did not want insurance BUT when I checked out I was told insurance was REQUIRED (for additional $7/$8.) If this was known to be the case I feel as though it should have been clearly stated on the website when booking the rental. The store representative did give me the option to provide written proof that my insurer would cover a rented trailer but again, I did not know this at all coming in and feel as though when signing up on the internet this should have been stated clearly. This felt like a big, sneaky switch that left me feeling very taken advantage of. This wasn't necessarily about the $8 but the lack of transparency. An $8 up charge represented appx. 30 % of my total purchase so again, it made a difference and had I known I may have decided to wait and get the smaller trailer which was all I needed but happened to be unavailable at the time I scheduled.
JONATHAN DThis location continues to impress us-- great, friendly crew, good-conditioned equipment that is always ready when anticipated, and good price!
JOHN TExcellent service à la clientèle. Highly recommend. Thank you, Matt
MATHEW MI will only rent locally from this location. The equipment at the surrounding mom and pop locations is junk, dirty, or needs service attention. The actual Uhaul dealers are safe and clean.
MICHAEL SOutstanding customer service and support…Lee was very helpful and assisted us getting on our way…great operation at this location!
BRUCE KProfessional/Friendly.
John KThere was something that looked like rusty water inside the container, that was sticky. Wasn't worth the effort of claiming insurance, and no idea where it came from, was sitting on the top of the mattress bag. The staff were overworked on Sunday, but friendly and helpful, I really felt bad for him alone there.
BRADLEY OThe gentleman that assisted me in the rental was not only professional and polite, but answered all my questions and made the rental very easy. Merci
WILLIAM LGot a car trailer. Had a flat tire on it, the lights stopped working and the breaks did not work. Had to put a plug in the tire and just used a zip tie to hold the 4 pin connector from cutting the lights on and off. Was not a safe trailer to be rented out.
Sebastian TThe front office was particularly helpful and friendly. Very good experience and will definitely rent from that location again!
JOHN TEveryone was very helpful and friendly. Also a great experience!
CHRISTOPH GNone….all the staff is great
LONNIE MCab of truck was filthy
DAVID FEverything was great except for the drop-off experience.
LAREN WThe yard was a bit cluddered with equipment, which made it a little more difficult to pull the trailer out but nothing too extreme.
James SFriendly, knowledgeable staff. Efficient rental service. Merci
NELSON NYoung man that works there is very knowledgeable and professional. He was extremely helpful.
Luis F | Expérience généraleEmployee spit into a water bottle , with other spit in it, while he was doing my rental paperwork. Then set the bottle right on the counter. Beyond DISGUSTING, UNSANITARY AND SO BEYOND UNPROFESSIONAL.
PETER Call we can say is "Wow" what a location, this is what EVERY U haul location should be.
Jim SThe container was placed exactly the way I requested. The staff were polite and very helpful.
Michael FGreat store
ROSS EThe truck was not well maintained. It needs a alignment and balance and maybe some strut work. Didn't feel that safe driving it fully loaded on a windy day. Employees didn't seem to want to be there and tried to rip me off on the gas.
DAVID GRented 20' truck, back door when we went to leave with a full load found out door was broken. Wouldn't close! Wires on both sides supporting door had twisted up. Had to strap everything in super well. Not happy
Patrick RIt's great. Got me checked in and in the road in no time. Friendly, courteous and professional staff.
DANIEL HThis is the best uhaul around hands down. The owner takes a lot of pride in everything at this location, and it's nice to see people still caring about customer service and the quality of products or services rendered. I go out of my way to rent from this location!
DYLAN LChris deserves special recognition. He helped me throughout the weekend with a unique move situation and made the whole process immensely easier. Very appreciative of his professionalism and friendliness.
BRET KThe employee i dealt with was very energetic, understanding, and eager to help and get us on the road. Another employee was dealing with a customer who was having a difficult day when i was picking the trailer up, but the employee was extremely helpful in my opinion and showed good customer service and professionalism.
JOHN CThere was no windshield wiper fluid in the truck, other than that my experience was fine. The young man at the desk was outstanding, friendly greeting, personable and answered all of my questions and provided some tips regarding fuel savings before I departed.
JAMES NTruck was an absolute trash mobile, bad steering control, loud, seats worn out, doors frozen shut, ramp frozen , back door frozen shut. Parking lot was icy and poorly treated , no warnings about condition of lot or signage. Do better.
OMER CThe dude at the counter was literally spitting in a cup...... It wasn't even true in tobacco it was literally a zyn. On top of that I was charged for a dolly and moving pads that weren't even in the truck. When You reserve a car should there be gas in it? When you get a hotel room should there be towels in it?
SHAWN SThe pickup was nice and easy and the vehicle was exactly what we needed. But when dropping it off, no one was at the front. When we went to return the vehicle , The employee was in the restroom and that's fine, we waited. Then towards the end noticing there was a letter on the desk saying that if it was just a drop off to leave the keys or if I had any questions they would be a moment, so I waited because I had a question. The employee then proceeded to come out of the bathroom 20 minutes later and storm over to their desk in front of us lift up the piece of paper and held it in front of us, telling us to read the letter next time. And I told them we did, I had a question as it stated on the letter so I waited, so I asked the question and they sarcastically answered it. So I threw the keys down and I left. That was absolutely unprofessional and not okay. I will not be using this location again.
CAMERON HThe car trailer worked great! It was quick and easy to rent the unit. Returning it was just as easy. Awesome experience!
ERIC DNothing at all.
RANDALL GN/a
ARLO WThe owner of Chris Varney couldn't have been more helpful and accommodated a change in storage location when I realized it wasn't drive up.
Angela M | Premières impressionsVery professional, proud employees
MARK RGreat service from Chris Varney. Very friendly and helpful. Merci!
CHRISTOPHER MKeep up the good service! Thank You!
KEITH EThey were not the problem. Quick and efficient
MICHAEL IThe driver seat was worn out. But everything went well besides that. Merci.
RANDI IOwner was not helpful with check in process. Just sat at the desk and didn't offer to help out at all when I had questions / trouble with the app. Be prepared to do everything yourself with your phone. Same old beat up equipment. It did the job for a local move.
JOSEPH ZThe Packers that I hired in New Hampshire, were excellent and packing the goods into two containers. Unfortunately, the driver who transported the two pods got into an accident on the way down to South Carolina. Delaying my arrival by a week. And unfortunately several pieces were damaged. Movers that assisted on my arrival of goods were excellent. I'm in the process of identifying the damage products and claiming those losses in the insurance screen.
Carolyn RThe inside of the U-Haul was very dirty
TREVOR AThe associate working this location was extremely kind and easy to work with. He was clear, quick and precise. I would definitely recommend this location based on my service alone.
NICHOLAS CExcellent service à la clientèle. Easy pick up and quick check out
GEORGE BLower the cost per mile for longer rentals
JILL CPickup was awesome. Attendant at return was a bit lethargic. Overall the experience was excellent.
ROBERT MChris and his staff are amazing and I’m so grateful to have been able to store my belongings safely!
Tara W | Expérience généraleNot much you can really fix, just be careful because the parking lot is pretty congested
VIOLET MSuper fast service. Equipment was well maintained and readily available. Drop off was quick and easy after a long day of moving.
SCOTT NAmazing and love the people
Susan D | Premières impressionsso helpful and patient with me when I was having trouble opening the lock. I would definitely use them again if I had to.
Kate G | Expérience généraleThank you for a great price and one month free of a storage unit
Kate G | Premières impressionsIt was difficult getting into the unit the card didn't work
THEA S | Expérience généraleThe outdoor storage rentals are susceptible to rodent damage. I moved out 14 days early and will not receive a refund for those days. Don't do business with them. Totally disgusting.
Anne B | Expérience généraleService was phenomenal! The online app worked well. Gentleman behind the desk were all very helpful.
David B | Expérience généraleVery friendly
alexis t | Premières impressionsExcellent staff and facility very happy to store here. Chris is awesome
Tara W | Premières impressionsOverpriced and not worth the laziness if the employees who don't unlock units when they should. Not worth the price. Would've been if they could do their jobs.
Anna S | Expérience généraleSteve and his wife at the Rochester location were outstanding. Wonderful customer service very helpful,and very polite.
Craig B | Expérience généraleMaking me answer all questions isn't really in good spirit. I choose to not answer question number 6. I am neutral even though I am being forced to answer it. Staff at this facility weren't always friendly. They didn't approve of me using their bathroom even though I was sometimes driving an hour to get to my belongings in my storage.
Sarah S | Expérience généraleFantastic above and beyond service by the two employees I worked with.
Justin C | Expérience généraleStaff is great every time I go to the facility. Prices are fair. My one complaint is no light in the unit I rented.
Tim S | Expérience généraleThanks to Chris for getting us started with the new space! It is so convenient to our new house which is very close by! We look forward to using U-Haul of Liliac City's services! Thanks very much for a very easy move in!
Anne B | Premières impressionsVery helpful and friendly Excellent customer service
Mark E | Premières impressionsNeeded to get a truck for a move n decided on a storage .worked out good thank you
ann t | Premières impressionsYou can have a clean well lit facility and still have a bad staff! I was with you for about three years and two years ago I was yelled at because I was in a car accident and lost my pass key and ask for another one. Your staff in one word, sucks! Never in my life have endured such poor customer service.
Timothy W | Expérience généraleThe store manager, Mr. Varney, and all of his staff were excellent to work with. Very helpful and knowledgeable, and accessible if someone needed help. I would highly recommend this location and it's staff.
Jere S | Expérience généraleSuper friendly customer service.
Ronald g | Premières impressionsIt's been a rough few months and wished had been circumstances at this time. Thank you Jack Moschetto
John M | Expérience généraleAnd was diaaapointed in being able to cancel the charge for tow dolly BC I didn't need it after rental. And the fact that I got charged $20 ex tra when I returned it on time
Melissa P | Premières impressionsI have been dealing with Brit and she has been absolutely amazing to deal with very helpful very friendly just a over all great person to deal with
Roger P | Expérience généraleThe back the truck into the storage area and you can’t get into your storage unit in the evening that’s my only complaint so when we get things in and out of there we have to walk all the way around all the trucks to get into our unit
Jerry D | Expérience généraleChris was awesome. Always helpful and friendly. Clean facility. Parking for customers is not convenient. Customer entrance could be improved as there is a lot of "clutter" near and around the door. Overall satisfied with my experience. Move out effective 4/10 left me with an accurate balance of $0.00.
kristin b | Expérience généraleMost interactions were good and helpful. Busy facility.
Julie B | Expérience généraleNone.
Gary D | Expérience généraleMe stuff was stolen not helpful at all I will never use Uhaul again
tammy b | Expérience généraleThe manager and employees at this u-haul were always friendly and helpful!
BRIANA S | Expérience généraleEveryone was always friendly and helpful anytime we had to go in to the store.
INGA G | Expérience généraleWas a great experience. Just as with renting vehicles here the staff done a great job taking care of me. Property was very well maintained and key card access was a plus.
Daniel G | Expérience généralenone
sandra l | Expérience généraleYou did not have the truck I ordered in stock and they U-boxes were not ready for us at the time promised, even though I called to confirm the day before. Very understaffed as well.
ERINN l | Expérience générale