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WILLIAM R
Customer Reviews for East Rochester Self Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
The 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 WFriendly staff.
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 BLisa was amazing! Thanks for your help!
Patrick KThe van I rented was not cleaned before I got it. Windshield was covered in bugs. Inside of glass was filthy. When driving toward the sun, I could barely see because of the filthy windshield. The interior was very dusty and not clean. Dirty floor mats. I just think they could do better for the Money I paid.
Douglas FVan needs oil change.
Scott TThe trailer I reserved was not there. Had to rent a truck causing me to spend $75 instead of $30
Jeffrey vthe entire experience was terrible from pick up to drop off. the app hardly works for mobile pick up and drop off. the website couldn't find our location. customer service was not helpful. will never use uhal again especially for the price i paid.
Joseph MI would have appreciated a heads up that my blanket order could not be fulfilled at this location, and, according to the rep, nowhere nearby. . I had driven from Boston and could have stopped somewhere between Boston and Rochester to pick up blankets.
Christopher ORemote pickup/ start a little tricky. Watched the tutorial and was prepared but struggled with the very first step of “ location”…had my location turned on in iPhone but couldn’t make that work for a bit. Eventually figured it out but prob won’t do the remote again
Sheila MThe moving blankets that I ordered were not on the truck. They were on the bill.
Robert PI think there should be someone onsite to help people - more than just one hour a day. Check in was not super easy but the truck itself was fine.
Elizabeth GPam is always very helpful and a pleasure to work with.
Lisa DI CAN'T COME UP WITH A SUGGESTION. THIS WAS EASY AND EFFICENT. VERY PERSONABLE STAFF. GEAT JOB!
Mike SI did not receive the mattress pads I paid for and should not have been charged the $10 fee. Self check-in process needs to be streamlined. Takes 2x the time of normal check-in.
Aaron DParking lot was solid ice. Requested 10 blankets received 6 that were frozen together in a pile up on the front ledge. Roof must leak or they were wet when thrown in the truck Windshield wiper on driver side fell apart and I had to reassemble. 24/7 rental app did not work and it took about an hour to call U-Haul and finally get truck rented.
David FVehicle had a detached EZPass electronic tag on the rear floor, loose. It may or may not have belonged to the van. There was no gas cap. I was pleased that the lot was as well-plowed as it was, given the recent snowstorm. The rental transaction was done by phone, etc., we were able to get the vehicle on short notice, and Lisa was an absolute pleasure to work with! Top rating for her! An unnamed employee followed us out to the lot to move his truck out of our way, even though the truck was not really in our way. The experience and transaction were 5-stars. We were very happy to have you available when we needed you!
Reuben EMaybe when there’s a heavy snow shoveling a little bit from the back of the truck to the driver side door. If I didn’t have tall boots and I would’ve been soaking wet. All in all it was fantastic
Ashley QTruck was pretty dirty inside. Food particles and sticky gunky cup holders and steering wheel. The inside windows look like someone sneezed on them.
Gina FService was superb and greatly appreciated. Gentlemen who moved me were very, very professional and great. Thank you and Happy Holidays to you.
HENRYP MNone at this time
JOSEPH EMissing appliance dolly that was ordered. Was the forced to waste time, money, gas to drive to another location to get a dolly and also had tk return it to that location which wasn’t anywhere near where I needed to be. Totally disorganized and frustrating experience.
Andrew AI only dropped off here. My complaints are with where I picked up and the online check out.
PATRICKRICHARD HThe employee at the rental desk was very helpful!
Stephanie HEast Rochester Self Storage offered exceptional customer service.
CHRISTINA MAll was satisfactory. The cargo van was clean at pick up, & the service was great . No complaints. Will definitely will reach out to U-haul in the future if needed, and pass on good reviews to our family & friends if need be. Thanx again
DARREN BFleet of trucks need to be better maintained. Brakes on the truck that I used were squealing and the transmission was lumbering at lower speeds with difficulty shifting into the higher gears. The equipment was clean, but the truck needed to have been serviced for brake and automatic transmissions tune up.
LAURA WThe receptionist was great and well informed
Basil S