Customer Reviews for Rochester Self Storage LLC

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.

Testimonials from recent customers of Rochester Self Storage LLC

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Stacy R.
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I didn't get a code to open the gate at night when I was trying to return the truck. I tried to call Uhaul.com and was on a perpetual hold. Then I tried to call the emergency number and was told you're not open and will return the call when you reopen. Not sure how that's an emergency number! I happened to find a local number and was lucky that the person who answered actually knew the number!

Christina L.
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Website quoted 19.99/day .79/mile. Was charged $29/day and .99/mile.

Greg W.
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Customer did not leave a comment.

Connor F.
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The trailer was not there for the time I had reserved it, I had to wait all day and past close to pickup trailer as the place was closed the next day (Sunday). The employee offered to stay late in order to wait for the person who had the trailer to return it so that I could pick it up. I had reserved the trailer for pickup at 9:30 am and received the trailer at 7:30 pm that night. The employee was very helpful but I am still very disappointed as this completely messed up my moving situation and I had to call back to get the $50 refund since the reservation was messed up.

Howard V.
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I do not like the downtown area. I was late turning the equipment in because of a mess-up in the storage unit reservation. I was charged an extra day because of this error and feel that I should be refunded the extra day. Let me know.

Susanne H.
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Customer did not leave a comment.

DALE A.
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Customer did not leave a comment.

STEVENPHILIP S.
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Customer did not leave a comment.

Richard C.
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Outstanding people at this location as I've used Uhaul services here on multiple occasions. Super friendly, Mike goes above and beyond in all he does!

Jon O.
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Mike was absolutely amazing. Seemed like he was the only employee at this location. However, service didn't suffer. He was multitasking a very busy day with ease when I arrived. He immediately helped me with a billing issue with an empathetic sense of urgency and was extremely courteous. As usual, the automated aspect of the entire process on the app was easy and quick. Thanks for making this part of my move a simple one! Thanks Mike! You deserve a raise!

Joyce M.
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Answer the phone!! When needing to return the auto haul, I called ahead numerous times, as suggested on the receipt, to make sure someone was there for drop off. No one answered and no one answered at the door even though it was during open hours. Had to make arrangements for return at another Uhaul location. When ready to return the truck, AGAIN no one would answer the phone nor answer the door during open hours of operation! We did the online self check-in and just after dropping the keys in the box, the Uhaul guy came out to check if we needed anything. Uugh

Jaclyn B.
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We had a 8:30 pickup and no one showed up until 9:15. Another couple that was waiting with us called U-Haul and set up a pickup at a different location before anyone showed up. The guy that checked us out seemed really confused with our order. I'd avoid this location.

Emi O.
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When my driver went return the key, nobody was present in the office and it confused us as to what to do. It was resolved when someone came shortly after. If there had been a sign that said someone would come back in a couple minutes, that would have been appreciated. That's pretty much all I can say. The rental process was very smooth and the office people were nice.

Paul D.
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Customer did not leave a comment.

Sara S.
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The door to the office was locked when I arrived one minute before my scheduled timeslot.I called the office twice. I could hear the office phone ringing through the locked door. Eventually, more than five minutes later, the clerk came to the door and let me in.

Antonio G.
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Flawless experience

Chris H.
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Customer did not leave a comment.

John F.
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We originally rented a truck from an East Rochester storage location. I recieved a call a few days before pick up day and was told to go to Railroad st. location instead. Once there they did not have the furniture dolly or the 5 dozen blankets we ordered. The guy at the counter went out to grab some blankets from another truck and gave us 35 blankets he had folded some and the rest I had to pick up from the ground outside the building. The blankets were dirty, rocks and leaves on them, not the best for placing on top of furniture. When we complained that we needed the rest of the blankets he called around and told me to go to the Lake ave. store to pick them up. I went there and the guy at the counter looked at me like I was crazy and told me he didnt know anything about this and didnt have any extrra, he said but you can buy some, I told him I had already "bought" 5 dozen, I just needed someone to give them to me. I went back to railroad street to tell them what happened, he apologized, made a bunch of phone calls and then told me I couldn't have any blankets cause there weren't any anywhere, he could reimburse me. I told him i needed the blankets not the $ back!! I made a call to u-haul 800 number and told her what was going on and she said there was nothing she could do. Went back home and had my husband call 800 number again and yell at them and we were told to go the the East ridge road location and get the rest of the order... we did and after a 4 hour ordeal they had our furniture dolly and 2 more dozen blankets (bundled) for us. Finally. Horrible experience.

Robert W.
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Customer did not leave a comment.

Kevin L.
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The contact at the store was fantastic. Amy and Jamie prior handled our every need and they are true assets to U-Haul. FYI, the location's locked gate entrance was wide open when we returned the truck yesterday (we didn't have to enter the passcode). No one was there after hours. However, it appears we are all set and we thank you for your help. KML

Laura M.
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Horrible experience! I missed the return, had to keep truck another day, the location did not provide a code, I called Life Storage and they refused to allow me in, uHaul Customer Service couldn't figure out how to reach the manager. Worst experience ever!

James V.
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I did NOT drop this equipment at this location! I dropped the equipment in Syracuse, NY. in accordance with my contract.

ANTHONY Z.
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Customer did not leave a comment.

Deidre H.
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Customer did not leave a comment.

Amanda F.
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Customer did not leave a comment.

Christopher C.
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Got charged for double usage of the truck even though I only had it for one day. Wasn't given the gate code to return and had to make several phone calls to get it so my return took 20 mins

Shaneri J.
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Customer did not leave a comment.

Shaneri J.
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Customer did not leave a comment.

Kristen S.
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Customer did not leave a comment.

Mary B.
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The location was very convenient to my final moving destination. We returned the truck after hours, and easily followed the instructions to do so safely and efficiently.

Ayette J.
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Customer did not leave a comment.

Damris M.
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Agent insisted that I leave the key in the drop box, stated that he would take care of it. I ended up being charged for two days instead of one. Felt like I was not a customer but a burden. Will never use Uhual again, nor will I suggest that location due to the agent was more interested in closing before 4 pm than assisting me.

Karl F.
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None

David C.
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The truck was in good condition but very dirty in the cab. We had to vacuum it thoroughly to get rid of pet hair, keep the fan going to avoid pet smell, and had to wash the windshield ourselves

Jeff S.
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Customer did not leave a comment.

Sean P.
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Customer did not leave a comment.

James J.
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Customer did not leave a comment.

Alan K.
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We arrived in the front doors open but no one was there. Said they would be back in 45 minutes. Put the keys in the drop box and two days later received a charge for being a day late. When we were two days early.

mark W.
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The gentleman that assisted me was great. Very helpful and a pleasure to deal with..Will definitely use that location in the future.

Esme C.
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Customer did not leave a comment.

Andrew C.
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Amazing service up in Rochester, NY. LifeStorage does an amazing job! Thank You so much!! Andrew Closson Nazareth College University Ave. Rochester NY, 14618

Juan C.
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no issues, great service

Juan C.
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no issues. quick and courteous!

larry F.
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Everything was perfect.

Lianetsy R.
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It was my first time renting a uhaul. I reserved it at the Henrietta location first, then they call me the day before saying that the truck wasnt available at that location so I had to pick it up at a location that was 20 minutes from my apartment rather than 7 minutes. Then when I get there that morning, apparently the servers crashed (of course)...and it look me almost 2 hours to even get my truck. When I finally got my truck, I brought it to the apartment, loaded everything in it just to find out that a tire was flat because it had 2 slashes in it. Had to wait another 2 1/2 hours for roadside assistance to come change the tire. It was kind of a nightmare because moving is already stressful enough. The only reason I rated above average is because the guy was super nice and gave me an extra 30 miles for free for the relocation.

Thomas F.
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The truck I used may need to have the alignment adjusted. Seemed to be pulling me slightly to one side.

Elizabeth O.
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The truck I had was clean in the cab, but was not clean in the bed of the cargo truck. I hope I am not going to get charged for the garbage that was left that I had to dispose of myself. ??

Sarah M.
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The gate was locked to get into the facility and there were no customer service reps available to help. Thankfully someone had posted a gate code on a review page I found, otherwise I would have been locked out and would have had to leave the truck somewhere else. Advance notice of the gate closure and a key code would have been very helpful, or at least an after hours phone number to call for assistance.

Jon B.
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Pickup was quick and easy. Van was cleam and easy to drive. Drop-off was again quick and easy. Final billing was sent via email promptly.

Andrew R.
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Customer did not leave a comment.

Andrew C.
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You guys are amazing at LifeStorage!! Always wonderful service!

jack M.
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All went well thank you

JEFFREY L.
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The previous customer had vaped in vehicle. Everything covered in vape oil. Had to clean oil off of everything. Inside windshield was nasty. Pick up was for 1 o'clock. No one at location till 1:40. Had to wait till showed up . Sign in door said back at 1:00. Didn't happen

Caryn B.
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Customer did not leave a comment.

Constance S.
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The guy that checked us in was a little slow but very nice. The cabin of the uhaul was filthy though, and we basically couldn't see out of the windows. Also, the truck had less than 1/8th a tank of gas, so we basically had to drive straight to a gas station on moving day.

Kendra D.
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Window was broken (window was down when I picked the truck up and could not close it. Apparently the manager (NOT the guy who was working that day) knew about it but had not been to the property to repair it. The guy who was working that day was very nice--great customer. Don't rent trucks that are in disrepair!!!

Freddie C.
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Customer did not leave a comment.

Davis H.
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This place is terrible. I tried dropping my vehicle off multiple times, but the gate was shut and locked during business hours. No one was there during business hours.

David J.
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Customer did not leave a comment.

Oleh K.
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Customer did not leave a comment.

Jennifer S.
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I ordered and paid for a hand cart. It was not supplied. I would like my $7.00 reimbursed please.

Mark A.
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Customer did not leave a comment.

Allison B.
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The van pictures I had to refer to were not accurate. There were some scuff marks and a dent on the van that were not in the pictures. I took pictures before i left per the website. It was a contactless order due to covid but the website didn't work so I had to go inside. I would prefer a staff person would review van with me before leaving to use the van.

vito A.
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Nothing very clean and great customer service!

Julia C.
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The truck's back door got stuck in the open position and we couldn't close it so I had to return it with the door open. The fuel gauge did not read full, but I could not add any more gas to the tank so I think the gauge was incorrect. I called Rochester Self Storage several times to ask about the truck door but no one answered the phone. I was late to return my truck because we were trying to get the door to close. Picking up the truck using the app was complicated. There were too many steps and the process took longer than the regular check-in process.

Madison S.
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Customer did not leave a comment.

Jonathan P.
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Customer did not leave a comment.

Chelsey B.
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Customer did not leave a comment.

Blake O.
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Doing the online checking was a nightmare. I couldn't log in when I thought I made an account, trying to change the primary driver changed the account, the app said to go get the car and we couldn't get the keys until the license was verified which took a half hour. Why would it say to go if it wasn't verified yet? Nothing was simple and customer Service was not helpful. Returning was also a nightmare. Need to fix this

Mary F.
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There was food and drink in door from a past person and cigarette butt in back area.

Heather R.
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Customer did not leave a comment.

ryanne D.
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Look INSIDE the Uhaul not just the outside. There was blood in our uhaul. Absolutely disgusting!!! After calling them their roadside assistance would not take care of it and they didnt have another truck near us, so we had to glove up and clean it up. Not pleased!!!!!

gwendolyn S.
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I had an excellent experience overall it was very convenient !

Patricia N.
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Office staff was very nice. Mobile drop off was easier than I expected once I figured out how to turn on location services on my phone. I would suggest a link to "how to turn on location services" from your error page. It wasn't just turning them on in my browser, I had to go to two different places in settings and I suspect an older adult wouldn't know how to do that.

Elaine C.
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Customer did not leave a comment.

Amelia C.
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Customer did not leave a comment.

Tammy W.
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Customer did not leave a comment.

Michael B.
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Customer did not leave a comment.

terrance C.
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Have somebody available to pick up your vehicle when you schedule to

Rochelle C.
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Excellent experience very helpful extremely friendly no problems excellent customer services when I called in

Kenneth S.
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Customer did not leave a comment.

Dave E.
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Customer did not leave a comment.

Lawrence S.
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Easy in and out and friendly welcoming service.

Sia T.
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This was by far my easiest experience with U-Haul. Everything went smoothly and the staffs were very helpful especially the lady.

Campbell R.
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Customer did not leave a comment.

kasahun M.
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Thank you everything is so good.

Colin R.
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Customer did not leave a comment.

Cynthia V.
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Customer did not leave a comment.

Anya R.
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Norman W.
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I certify that the statement I am making is true and from the heart, I Norman C. Wunsch ,Can't say with a clear conscience, that the experience I got from this whole business transaction could not have been more perfect everything went perfect, cannot think of this company enough for its professional courteous and helpful way doing business ! The pleasure was all mine thank you for such a great experience this type of service and courteous attention is rare these days it is much appreciated by me Norman C. Wunsch jr.

Robert Z.
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Blankets were missing 2. I was then charged for the 2 not given to me at rental time.

Brandin J.
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The uploading of the pictures took awhile, but otherwise. Good experience.

Jason M.
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Customer did not leave a comment.

Christopher K.
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Customer did not leave a comment.

Marc C.
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Customer did not leave a comment.

Danielle M.
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Explain the full list of insurance for each plan.

Mark C.
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Customer did not leave a comment.

Michael K.
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Customer did not leave a comment.

Kevin G.
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Secure and simple.

CHRIS H.
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Brittney took great care of us! There was a slight issue with one of the trucks not being available so she upgraded us at no charge and handled everything quickly and professionally. Thank you very much!

No reviews have been submitted for this location.

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