Customer Reviews for U-Haul at Lake Ave

3943 évaluations

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

(585) 254-1677

Heures d'ouverture de l'établissement

  • Lun - Jeu : 7h am à 7h pm
  • Ven : 7h am à 8h pm
  • Sam : 7h am à 7h pm
  • Dim : 9h am à 5h pm

Services dans cet établissement :

Pour nous contacter

(585) 254-1677

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

Services dans cet établissement :

Heures d'ouverture de l'établissement

  • Lun - Jeu : 7h am à 7h pm
  • Ven : 7h am à 8h pm
  • Sam : 7h am à 7h pm
  • Dim : 9h am à 5h pm
  • Inspection gratuite du remorquage
  • Retour client 24 heures
Établissement se consacrant à la récupération adaptative.

Testimonials From Recent Customers

Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.

Overall Rating:

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Évaluation :
3

Le client n'a pas laissé de commentaire.

GLORIAJEAN M. 
Évaluation :
1

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. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Arthur N. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Kizzy B. 
Évaluation :
1

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. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Stephen W. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

GEORGEW H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

FRANKLINLEE JR P. 
Évaluation :
3

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. 
Évaluation :
2

Le client n'a pas laissé de commentaire.

Nicholas G. 
Évaluation :
2

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

EMILCHARLES A. 
Évaluation :
5

The process & customer service was exceptional!!

RHANDIR L. 
Évaluation :
3

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

Sarah W. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Marcus H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Jessica R. 
Évaluation :
5

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. 
Évaluation :
5

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

JAMESJERMAINE M. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

THOMASM V. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Kamel A. 
Évaluation :
5

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

ROSALLILYN C. 
Évaluation :
4

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

AMADISANDRAIE A. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Andrew V. 
Évaluation :
5

Customer service was excellent

CAROLINEB R. 
Évaluation :
2

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. 
Évaluation :
4

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

Catherine C. 
Évaluation :
4

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. 
Évaluation :
1

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. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Benjamin S. 
Évaluation :
1

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. 
Évaluation :
5

I rate uhal 100 %

Patricia T. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CARRIER O. 
Évaluation :
3

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

tanya R. 
Évaluation :
5

Rien

ANTHONYT L. 
Évaluation :
5

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

TREVORW E. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

sam G. 
Évaluation :
3

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. 
Évaluation :
5

Everything was perfect.

Cheryl B. 
Évaluation :
5

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. 
Évaluation :
2

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. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

ARNJ A. 
Évaluation :
1

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

Erik N. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

RENEELOUISE M. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Karthi S. 
Évaluation :
1

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Katie C. 
Évaluation :
5

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. 
Évaluation :
3

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. 
Évaluation :
5

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

JULIE D. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

BRIANSCOTT F. 
Évaluation :
3

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. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Russell H. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Fiyinfolu O. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Lora B. 
Évaluation :
4

Everything went smooth..Thank You

Sara B. 
Évaluation :
5

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. 
Évaluation :
5

Outstanding service

Paul S. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

TOMMYLEE J. 
Évaluation :
2

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

Amirhossein H. 
Évaluation :
5

I can't think of anything that needs improving. Reserved vehicle online. The whole process was easy. Merci encore.

Cheryl B. 
Évaluation :
2

Confusing pickup with truck blocking front doors. Eventually someone did come out but was not very helpful. Equipment ordered/paid for was not included (dolly, furniture cushions).

Patrick M. 
Évaluation :
3

Only one person on duty on a Saturday morning.

Betnie P. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Rowan C. 
Évaluation :
1

I love the location but the bipolar attitudes of staff is a major turnoff. Rude for no reason .will talk to you in a condescending way if you don't check them immediately. I'm sure this place have a lot of reviews about the same thing I mentioned. I must say the female on return for the first time I ever noticed was in a good mood. But the guy when I picked the truck up was ughhhhh.

NICOLEYOLANDA P. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

CLARIBEL L. 
Évaluation :
1

When we arrived, there was a u-haul parked directly in front of the customer entrance. When we tried to look in and get someone's attention the person at the desk completely ignored us. We ended up trying the non-customer entrance and walked up to the desk and the person did not make eye contact with us even after we asked for help. Finally they looked at us and gave very vague instructions and was not helpful. The whole interaction took too long and was incredibly frustrating to be treated like we were invisible. Will not be coming back. Sorry.

Lily G. 
Évaluation :
1

Staff were very rude and unhelpful.

Katherine S. 
Évaluation :
1

The employee at this location is deplorable- nasty and confrontational with myself as well as other customers. Absolutely disgusted with how this man treated customers and represents a business. If any fraudulent charges are added due to him, there will be more repercussions than just negative feedback.

Carrie S. 
Évaluation :
1

Le client n'a pas laissé de commentaire.

YOLANDA H. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

David A. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Nicole H. 
Évaluation :
4

the ac did not work on the truck that we hand.

jonathan O. 
Évaluation :
5

The guy that was there was great

GARYF S. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Louis H. 
Évaluation :
1

Le client n'a pas laissé de commentaire.

SANTOS C. 
Évaluation :
5

I would appreciate instructions in the app being more of a bulleted list than a paragraph. For example, the instructions to take a picture of the gas needle and the odometer needed to be a little more clear and pronounced. I also would like a way to access those pictures in order to return the vehicle with the appropriate amount of gas. I would have taken my own photo if I had known I wouldn't have access to those photos I submitted at check-out.

Brian H. 
Évaluation :
3

Yes when I picked up the truck the truck was not full with gas , but still I filled up the gas so today I went back there spoke to the lady and asked if I could get some money back as I filled up the truck so she said no . Why can I not get someone back ? Secondly this lady was not welcoming yesterday , I had a hard time starting it yesterday, so I went inside to get her , my wife was already sitting in passenger seat , she came to help me with starting a truck but didn't say hello to my wife

YOOSUFA A. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

BAUDILIO R. 
Évaluation :
4

Your contact free pickup process is horrible. I will never use it again. Thank goodness there was someone at the location to help me.

Stephanie D. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Reid C. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

David K. 
Évaluation :
5

I was pleased with service.. thanks

Annie B. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

Joseph V. 
Évaluation :
3

Hire more people... it's ridiculous how 1 person has to run back n forth to take care of a public run business

JOYCEP P. 
Évaluation :
5

No complaints so far will be up there to pay the rest of the fee Tuesday thanks for the service

LYAM P. 
Évaluation :
2

Employee was so rude

ALIZ P. 
Évaluation :
5

Le client n'a pas laissé de commentaire.

GEORGEPETER B. 
Évaluation :
1

try calling people back when they have a complaint .

Dominique H. 
Évaluation :
4

Le client n'a pas laissé de commentaire.

Daria B. 
Évaluation :
1

It was not properly explained to me that this rental had to be dropped off at the same location therefore I dropped it off at a closer location to where I moved my things and got charged a ridiculous amount for only having the rental for 4 hours

LINDA I. 
Évaluation :
1

I was charged for 2 days even though I took one day and dropped it back on time! I was also charged for safe service even though I didn't take that... disgusting money making people!!!

Jerome K. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

DAVIDPERCELL D. 
Évaluation :
3

Le client n'a pas laissé de commentaire.

Tomeki B. 
Évaluation :
2

My 24/7 truck was blocked in and at the back of the lot. Maybe stage the trucks in a spot where even people dropping off new trucks won't block them in.

Erica S. 
Évaluation :
5

Send them to yall have a good day

BENJAMINL M. 
Évaluation :
2

Le client n'a pas laissé de commentaire.

Ashley W. 
Évaluation :
2

Had various problems with website / mobile check in, including it giving me wrong address and features that did work (location despite it being enabled). Ended up wasting a lot of time and had to download other browsers for it to work. Also person working there was unhelpful and rude

Victoria B. 
Non les évaluations ont été soumises pour cet établissement.

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