Customer Reviews for U-Haul Moving & Storage at Ridge Rd

Évaluation :

1

Unit was filthy and had an odor. Called manager and he said he would have it cleaned up by 2:00 pm as I was on my way with a load at 4:00 PM. Needless to say it was not cleaned up. I f do I'd it myself. Called but got the central number and did not want to wait in line to complain.

Évaluation :

4

The 6x12 trailer was the worst piece of equipment that I have had in recent years. The door latch released the door after it was closed and I was driving. Fortunately my wife saw it as I pulled away and let me know. I wired it closed. The partway thru the day the door would only close halfway due to a metal plate that came loose. It was an aggravating day.

Évaluation :

1

I reserved an indoor large storage unit for my 2 bedroom apartment and was notified when I arrived that my reservation had been essentially given away. I was only offered the option of an outdoor storage unit which I did not want but had no choice but to use. The staff did not offer any explanation or accommodations for possible other locations. Will not be recommending.

Évaluation :

3

Your trucks are trashed. The truck I had felt like it was going to breakdown. I couldn't go over 35 mph.. I was legit scared for my life driving that truck. When I told the agent, per agent take the truck number and tell them u don't want it next time .

Évaluation :

5

Anything you need is at this location

Évaluation :

5

The customer service agent at this location was awesome. She was very helpful and knowledgeable. Unfortunately she was swamped with customers and the only employee there.

Évaluation :

3

The truck supposedly had a “full” tank of gas and was assured it was. Drove a total of 34 miles at the local speed limit of 30 or 35 mph. Before returning it, it took 7,5 gallons of gas to fill the tank which yields a miles per gallon of 4.5. I have rented a truck of this size before and averaged over 20 mpg at highway speeds. This mileage was not normal, and I calculate the shortfall on the “full” tank to be at least 4 gallons.

Évaluation :

4

maybe add texting or phone calling in to the office when the truck pulls into the return equipment lanes. Right now it just says pull in and wait. After waiting a long time, my husband went in and got an agent to come out.

Évaluation :

4

The storage unit isn't clean when we first got the unit to storage our things. The staff member didn't tell the truth about claiming the storage units were clean.

Évaluation :

5

I originally was supposed to pick up my vehicle closer to the location I was moving from, but was called the day off to reschedule to a different location. Very helpful customer service given the circumstance and the vehicle was maintained well. This location was very accommodating and polite, will recommend to others in the area.

Évaluation :

5

You should have a employee check out the truck with the customer instead of telling him that he is all set because when I dropped it off I was accused of scratching one side that i know i I didn't cause and I was charged an extra 300 dollars

Évaluation :

5

No comment

Évaluation :

5

Get service

Évaluation :

1

I was charged an extra 400 dollars for dollys that weren't even on the truck when I picked it up. This is insane

Évaluation :

5

I rent a 4 x 7 trailer every week during the summer. (Long story about why.) But this location only has one such trailer. (I asked.) I just tried renting it again for next week but it is not available. I would hope that this location could purchase/borrow, etc., another trailer or two of this size. Otherwise, my experience there has always been very good.

Évaluation :

1

Shxxty vehicle, check engine light - and bill charged was fxxn outrageous - you people are fxxn crooks

Évaluation :

2

Don't take reservations you can't honor

Évaluation :

5

Very nice people very polite

Évaluation :

3

Returning the truck was a hassle. Sign says to wait in truck under green canopy. We waited a total of 20 minutes before anyone came out and that was AFTER I got out of the truck and stood in line waiting to tell someone we were waiting to return the vehicle. They were busy and only had 2 people working on a Saturday at 4pm which was the reason for the wait. Uhaul needs to schedule more workers to avoid this issue in the future OR change the sign where you return the vehicle that says to wait for someone in the car to come out. We would've waited forever if I hadn't of gone against the sign directions. This wasn't the workers fault at all. This was management's fault for not having enough people working at that time. Should have someone dedicated to vehicle returns actually working during all store hours.

Évaluation :

5

The only Issue I had was that I had to go to THREE locations before I got the trailer I reserved. It was explained to me that this was because I was going one-way instead of local or round-trip. I don't see why this matters, getting the rouaround is still the runaround

Évaluation :

1

I will never recommend this places it was felty with mouse poop was dirty fist they gave me a storage that had a lock on it can’t unload until the next day that I had to give the truck back bc I ask to extend the same day I rented for them was impossible help a client out bc the truck was reserved by an other client I cancel the storage but stay with the truck now a will be charge for not bringing it on time they SUCK!!!!

Évaluation :

1

The on site guy on the morning of 7/23 at Irondequoit office was rude lacking positive customer service skills needs training desperately. When I said my contract called for dropping off at Williamson, he said you won't be renting this vehicle then. If UHaul changed pickup locations that allows for a different drop off, why is IRONDEQUOIT different and more difficult to do business with?

Évaluation :

1

Please do your due diligience and put safe tires on your trucks.

Évaluation :

5

I always go to this location I won't go anywhere else

Évaluation :

1

The unit i received was full of trash thats very unacceptable i was not happy

Évaluation :

5

I have not received a final bill

Évaluation :

3

I didn't catch the associates name but he was very helpful and friendly (short guy with glasses)

Évaluation :

4

The location and staff were great! The online rental process was absolutely terrible. I understand wanting to upsell and ensure the customer is prepared for their project, but the endless screens asking for additional business is ridiculous. I had a question about returning the trailer, but to speak with someone would have been a 30 hold time, that's not an appropriate wait time.

Évaluation :

5

Your phone app and the process of pick-up and drop-off using the app was horrible. Slow process and not user friendly. I will not user the app again. The location and those working there were great.

Évaluation :

5

Excellent customer service they were quick from time to sign up to drive off in the truck was less than 10 minutes. Very professional.

Évaluation :

5

Everything went really well via electronic pick up & drop off. I'm still waiting for my receipt though. Thanks

Évaluation :

3

Gas tank wasn't on a quarter it was on E

Évaluation :

2

Said lights worked on tow dolly and it didn't, the straps to dolly were frayed and not safe to use.

Évaluation :

3

I rented an appliance cart. Four where available. The wheels were somewhat damaged and not Clean. Please be aware you will need TWO personal contacts and their phone numbers to make this rental effective

Évaluation :

5

The staff here were great, no complaints at all. The only issue I had was the location target thing for the 24/7 tru k pickup would not work and lucky for me victor was in early on a Sunday and helped me get it sorted out.

Évaluation :

4

Send the email when it is requested.with an itemized statement.

Évaluation :

3

Still waiting to get the final bill

Évaluation :

4

Clean their truck, the one they gave me had a horrible cigarette smell. It even gave me a headache.

Évaluation :

4

The self check in is a disaster for me. I never have been able to get it to work. I can't get the location feature to work So I follow the prompt that tells me just to drop the keys in the box. Then I get charged a fee for not using the system. 39,02 Which is crazy. I tried to use it for 30 minutes. When I call they the site they do remove it. I have not seen the amount they credited yet. The manager is very nice about it, but it is still a pain.

Évaluation :

5

I really like the customer service that I receive from this location and whenever I have an issue, they help me resolve without getting more frustrated. I can honestly say that their customer service skills are at a 100 % in m book

Évaluation :

5

Staff were great - very helpful.

Évaluation :

1

Violence on behalf of U-Haul employees against potential customers should not be permitted, and this simple precedent was violated a) when U-haul employee threatened me with physical violence and b) when I called 911 and the employee, possibly Miranda, physically named assaulted me at U-haul on site, placing my physical safety at risk, and I maintained unwillingness to participate in such violence.

Évaluation :

1

When bring back the van the employee had an attitude and was not easy to talk to .

Évaluation :

5

Quick and easy, friendly and helpful!

Évaluation :

3

Rented a truck, which I had to return because they would not extend the rental, but could give me another truck. I had to unload and return. Then, the other truck had a terrible smell of cigarette and the ignition key got stuck.

Évaluation :

4

The only inconvenience was that I was not allowed to extend the rental.

Évaluation :

5

Nice job

Évaluation :

3

Too confusing

Évaluation :

5

Great service easy

Évaluation :

5

Nothing. Person who helped me was very helpful and process was easy

Évaluation :

5

The usual good service

Évaluation :

5

Lee doing what you are doing!

Évaluation :

5

Both people I dealt with at this drop off location were very friendly and helpful. Since I dropped off during normal business hours they said I could just park in the equipment return area and my receipt would be emailed to me. I did that and the receipt was e-mailed later in the day as promised. A very positive experience.

Évaluation :

5

Customer service reps were very professional and friendly. I appreciated it!

Évaluation :

5

Very professional from the beginning to the end.

Évaluation :

5

The only problem i had was with the link to do the vehicle inspection. I was not able to download the photos and the link expired before i could get the photos to download. I had to request a new link.

Évaluation :

5

Everything was great easy in and out.Gary was great!!

Évaluation :

2

Truck smells like an ashtray, very slow service, no customer skills at all. Apon return I sat in the return spot for about 10 minutes and nobody showed up to take care of my return. I went inside and waited in line for about a half an hour. On a Saturday afternoon there should be more then two people available for customer service. The line was around 10 deep with two employees available. My time is valuable, I had to wait for to long. This is not good customer service and I will think long and hard before I am a return customer. When I went back in on my pickup to mention the strong smell of smoke in the cab of the truck, I was asked if it was cigarettes or weed. I was then told cigarette smoke was not a problem. I don't think that is the proper statement. The windows say no smoking, not no weed smoking. Needless to say I was not very impressed with my experience.

Évaluation :

5

Not the Movers S.Miller, But UHaul overall highly recommended

Évaluation :

5

I love it just wish it was a little bigger you guys should add virtual viewing of the storage units that way we as customers can get a better idea of the measurements

Évaluation :

3

Follow online orders I did not say I wanted the Safemove for 14 I ordered it online myself I didn't check the box but somehow the associate added it on to my order when I went in to pick up my truck

Évaluation :

5

The person that rented me the Van was super friendly. They turned my day around at after having a bad experience trying to rent a truck for at home Depot.

Évaluation :

5

Advertise your hiring eather to the work from home call centers or in centers locations cause they need more people and ik roadside as a whole needs more as well preferably on the follow up/ transload team

Évaluation :

4

Customer service was awesome but the vehicle itself smelled like urine and filth which made it a difficult ride.

Évaluation :

5

The person I met with was very professional and helpful. I pulled in and was out with my u-haul trailer in 10-15 min. I was ver impressed!

Évaluation :

5

Great service

Évaluation :

5

N.D.

Évaluation :

5

Philip the employee was great but he was the only one there and consequently too busy for proper customer service

Évaluation :

3

The employees are wonderful at this location I go there to fill propane a lot. Rented a truck today and it was disgusting, someone had spilled something on the dashboard and had gone down in the vents. It smelled like gross feet and burned my throat. Had to drive with both windows down and no air on.

Évaluation :

3

Service was very average. Vehicle was old and its performance was disappointing. The vehicle seemed underpowered and driving it was not a pleasant experience. Vehicle seemed to be near the end of its useful service life. Poor acceleration, noisy engine, generally poor performance. I returned the vehicle earlier than the agreed upon time and I still haven't received a final bill via email more than 12 hours later. The representative I dealt with seemed disinterested, was generally uncommunacative, and in no way could be considered friendly. Honestly, I was very unimpressed with how I was greeted and treated. I'm supposed to rent another moving vehicle later in the month and, due to my recent experience, am seriously considering looking elsewhere. You can do better U-Haul, much better.

Évaluation :

1

Storage manager was garbage. I have been out ifnthe unit since Dec 2021 and it April 2022 and I'm still being charged for unit. Get it together uhaul.

Évaluation :

3

1875 east ridge road rochester ny need more staff And need to be more efficient. Have a Bless Day

Évaluation :

4

Do not like the centralized calling; any time I attempted to call the listed number, I was farmed out to an off site center where: sometimes I was re-directed to the wrong Ridge Road U-Haul site; left a requested return call message for the manager (which was never returned); or was properly connected to an on site employee who was unable to answer all my questions regarding services.

Évaluation :

5

I personally never had an issue there with the people,some time it was a wait to pay my bill. The wait was understandable when someone was renting a truck that was ahead of me and there was only one person there at that time and a long line. When days were busy I paid online.

Évaluation :

5

Only thing I didn’t like is when they say there not going to charge and they did charge got the refunds back but rest is fine

Évaluation :

5

Good service good people two thumbs up 👍

Évaluation :

5

The gentlemen was new he was still Being trained but was very nice.

Évaluation :

4

Thank you! Happy New Year!

Évaluation :

5

I liked the store

Évaluation :

3

Confusion as to were the unit was. Lock? No lock? Ended up having to pay for another lock/key.

Évaluation :

5

Very Great Services. Peace

Évaluation :

3

Overall convenient, safe & clean, but found a dead mouse upon move out which is quite worrying. I guess the mouse and rat traps everywhere aren't just for show. I've stored belongings in several places and this was the first time it happened.

Évaluation :

4

Facility was clean and well-maintained. Jose and Roger (his name might not be Roger - he was working on 11/7/21 and processed our move-out) were super nice and helpful. Everyone else who worked there was incredibly rude. Almost as though they went out of their way to be so. Customer service training may help. Just basics like remember it's okay to smile, greet your customers, don't act like you are doing them a favor every time you have to do your job. Kyle was by far the rudest, but all of them except the two mentioned above were just awful. Facility was great, though.

Évaluation :

4

Only problem is you over book storage units and what I reserved wasn't available so you up charge me which is poor business practice. You cannot tell me an organization the size of yourselves can't have a better control on your available vs. rented inventory. Almost seems shady frankly.

Évaluation :

2

Very rude customer service

Évaluation :

1

Hey Kevin. Not sure how my experience differs from others but others but I constantly had mice in my unit for almost the full 4 years I was there and they nested in my rug, carpet tiles, packaged tv wall mount hangers, tub/box of hand tools and memorabilia and had feces all over the place that ruined a floor lamp and required me to clean everything I had in storage from my 2 bed apartment. I filed a claim with Joshua Buzi at repwest and they said they would get it to local managers to review. Can you tell me how that is going? I would like to be compensated for the items that were ruined trusting that my possessions would be safe at your location. Its not much. I handled most of the issues with my own sweat equity which was actually very tough and big job that I was not planning on doing. I will wait until I hear back before I review further. As of right now, this is my review for you. Merci.

Évaluation :

5

Store manager a gentleman and helpful and is completely knowledgeable

Évaluation :

3

The reason I answered "No" to question #5 is because I found rodent droppings and what appeared to be urine on several of my items all of which I had to discard. I didn't keep food in my unit and I tried various recommendations which still didn't keep the rodents. I have been advised to file a claim.

Évaluation :

5

Everyone was very helpful with anything I needed, my things are safe and dry. It was a huge help to have this unit when I moved into a new home. Merci!

Évaluation :

5

I thought the equipment and service was a good value.

Évaluation :

1

Staff is very rude, unable to get through when you call most of the time you sit on hold for an hour. Then you reach an very unfriendly person.

Évaluation :

5

there was broken glass in the unit, otherwise it is ok

Évaluation :

4

Need more bigger storage units but other than that it was good

Évaluation :

5

Everything was great and the flat bed trollies we're a life saver! Was able to instantly get a unit on my moving day without notice. We decided to go with a storage unit in the fly and it was so convenient! Custom service was great. All around amazing experience. Thank you for making this the least stressful part of my move!

Évaluation :

5

Helpful staff. Assisted when needed.

Évaluation :

5

I was an angry customer and Kyle's calm demeanor and professionalism helped me relax. Problem solved

Évaluation :

3

Need to be better management

Évaluation :

4

Scanning the card wasn't always successful.

Évaluation :

5

Kyle was extremely helpful.

Évaluation :

3

I have 2 complaints. 1. I see no reason whatsoever to give an aquaintance's info to you other than advertising. 2. We didn't care much for the HUNDREDS of mouse turds covering the floor. There's no food in there. It should be cleaned prior to renting them out. Shame on you.

Évaluation :

5

only thing i would of done differently is got covering for my mattress and box spring. it ended up getting moldy and i needed to buy a new set. but that wasnt the companies fault that was my own. all in all great service and i have done many transactions with you before and will continue to do so in the future

Évaluation :

5

No problems. I would certainly recommend this place to others.

Évaluation :

3

My storage unit was overrun by mice. Anthing that was wrapped in paper was shredded and they urinated on my furniture. So much was ruined. Threats to sell my possessions during the pandemic was a horrible experience, especially after I had spent so much money there. Customer service, terrible. What a horrible attitude. Get another job. This one is making you miserable and I am sure your pay qualifies you for food stamps

Évaluation :

3

very expensive Quick to auction off people's personal possessions way to soon during the WORLD WIDE CRISIS Heartless.

Évaluation :

5

The waiting sometimes to pay or why ever sometimes you need more staff. Other than that every was great experience

Évaluation :

5

Always a pleasure to do business with uhaul..

Évaluation :

2

Overall the storage place is nice and secure with the gated entry. There is light outside the units but no light inside making it hard to see. The area is clean and well maintained but there is a bad rat and mouse issue. The droppings were huge which lead me to believe it is rats. I found a dead small mouse outside my unit as well. They got into one of my bags that you heat up in the microwave and put on your shoulder. Apparently it had grains in there which they sniffed out. They tore it up and got grains everywhere, they made nests in my bedding and chewed through some cardboard boxes. There were several bedding comforters with rat pee and poop and grain where they were clearly sleeping. I'm having to get all my bedding cleaned and some have to be tossed because they chewed holes in it.

Évaluation :

2

Found some mice/rat droppings 3-4 months in and notified staff. Manager gave us his card and said they exterminate regularly and can't control what people have in their storage unit. Moved out a couple months later and everything was FILTHY. Rat/mice droppings everywhere and on everything. Didn't purchase insurance because I didn't think this would be an issue. Would've went with the climate controlled unit had we known this would be an issue. Should've known better I guess. Appreciate the college student promo though.

Évaluation :

5

The staff at the facility was super friendly and helpful, thanks!

Évaluation :

4

My experience was excellent other than that I just have one thing that would really really help people (that's why I didn't give five stars). Please please please please please please please I beg of you, do something about the fact that you highly overestimate how much can fit in a storage unit. People rely on your estimates for their move. They do not have their own experience with this. The same problem goes with the u-haul trucks. A storage unit for a one bedroom no way fits a one bedroom. Same with a U-Haul truck, as experienced with a separate apartment's contents by a family member. Even the one to two bedroom storage unit and the one to two bedroom U-haul truck do NOT fit all the contents of a one bedroom. My family member had to change U-Haul trucks twice. Even the moving company I used said that you guys were overly optimistic when it comes to thinking what fits. I am not sure that you realize the implications of this overestimation. If you cannot fit everything into a storage unit, you have to change storage units, which can be an extreme stressor. I had to try three different storage unit sizes. If there is a U-Haul truck that does not fit everything into it not everything can be moved and precious things have to be thrown out and repurchased. I am not sure if the person that owns the company has not moved or experienced this or what is going on. I would recommend sendng out surveys asking people what size fits or so if it is such a problem. I would recommend you do something about this. I don't know why this is done by your company. I don't see the benefit to your company. We are puzzled by this, because you are a very very wonderful company other than that. Your staff is kind and patient, your return policy is excellent, and you are more than willing to help out. In summary, your company is amazing and awesome and your customer service is absolutely excellent. I just went into my recommendations because I thought it would help you with your future customer service as well as your customers. I am sure you want only the best for your customers.

Évaluation :

4

** Sat night at 10pm went to exit ouside storage as I had done numerous times — the gate wouldn’t open — called UHaul call center who tried GM multiple times and then 911 Irondequoit PD ended up on a call w GM — was instructed to PULL UP about 1 foot closer & push remote - gate opened— POST new SIGNS — I was about 8-10 feet and gate DID NOT OPEN!! Got out 11:30 PM after a long day packing a UHaul trailer

Évaluation :

5

Your manager is the best in the world, my experience with him is excellent and great.

Évaluation :

5

Molly and Lorenzo were the sweetest, kindest, most patient people ever! What could have been a terrible and rushed and scary experience was instead surrounded with caring and understanding and efficiency. I truly cannot tell you enough how wonderful they were and how great they were at making my day.

Évaluation :

5

Lorenzo was everything I could want for in customer experience. Kelly also exceptional in customer services and experience

Évaluation :

2

Rented storage unit ahead of moving truck arrival. Tried to reach local office by phone to make arrangements for trailer for several days with no response. Nobody answers the phone at this location and staff seems untrained and uninterested. Several people were there in person complaining about truck rentals and inability to communicate with staff. Rented storage for less than a month and are now attempting to reach office again to cancel since we no longer need unit. Once again, no answer. Would not recommend.