The instructions were poor. The location was creepy. No one around to help at all. The truck's check engine light came on immediatelyAlexander R.
Customer Reviews for Thomas O'Brien Inc
(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.
Location was kind of weird. But the truck was there so that's a win Great service, easy pickup and drop off. Will def rent trucks this way moving forward. Thank you.Matthew D.
Fix your glitchy app which caused the only and prolonged stress to be out in the middle of nowhere with no support, wasting 2hrs and 45 min of my day simply trying to complete the app and get someone live on the phone to help. Your app deserves EXPLETIVES.Diane A.
Website for truck share was extremely slow. I wasted 40 minutes trying to get approval and was on hold the entire duration. Luckily the managers for the location answered and were extremely helpful. Not the locations fault whatsoever but corporate needs to get their stuff together.Chase M.
Customer did not leave a comment.ROBERT R.
The drop off location was poorly marked and seemed unsafe and unattended. The phone numbers posted were called with no response! I was uncomfortable leaving the truck there but it was the arranged location so I followed instructions and did so.LISAMICHELLE M.
No one was at the facility. The two numbers on the door was called and no one answered or called me back. Could not find the key. Mobile App was not user friendly. Next time I will go to a U-Haul site; not a sub contractor.Lyn D.
Customer did not leave a comment.Bennett W.
Tom is a very personal person.Kimberly B.
The box to return the keys was locked and there were no directions as to how to unlock it. I had to call customer service who hung up on me twice (it was very odd, as they were otherwise very nice). The third call worked and I got the safe number to the drop box for the keys.Ryan S.
Very friendly staffManuel L.
I ordered my truck online for $100 and the first 130 free. Well none of that proved to be true! I was extremely disappointed. I couldn't pick up the truck in the location I was promised online. I wasn't given the price I was quoted online and I certainly didn't get the first 130 miles free! I won't be using uhaul again! I'm very disappointed! And quite upset! Sincerely, Diane Jordan Webster, New YorkDiane J.
Customer did not leave a comment.Nancy W.
Check in/rental process was easy, straightforward. Staff was nice. Truck was easy to drive, and they worked with my schedule. The truck itself needed new windshield wipers, so driving at night in the rain was terrifying, but it's all good. Would definitely go back in the future, positive experience overall. Thanks!Jaime W.
Customer did not leave a comment.Jody B.
The service woman had no knowledge on hooking up or inspecting the equipment properly.Joshua H.
Multiple day discounts? Reservations with deposit for big truck and receive our smallest truck for the day before or the day after free! A quick rundown of the particulars of safe driving with each vehicle. Where are the wipers on/off switch? Emergency brake operation?Julie M.
Customer did not leave a comment.Judy P.
Customer did not leave a comment.brandon T.
Customer did not leave a comment.Richard R.
Customer did not leave a comment.Josh Q.
Customer did not leave a comment.Patrick L.
Customer did not leave a comment.Charles A.
excellent service, the grounds need to be cleaned up. otherwise an efficient process and easy process.Donald B.
Make sure that trucks are able to pull out at promised time and not blocked in.Clifford B.
I had to back my trailer downhill, down a muddy one lane trail, and unhitch it by myself. And I nearly lost it because the hill was steep. Had to which turn it sideways. No signage anywhere.Walter J.
Customer did not leave a comment.Robert K.
Customer did not leave a comment.ken F.
A U haul sign where Ontario Street starts would help in finding the location.William M.
very professional service, equipment clean, all efficient..Thomas S.
Really weird. Down a dirt road. Muddy. Industrial. With poor signage. Not clear where the office is. A somewhat helpful guy pointed to where to drop the trailer - down a muddy road around back on the other side of a broken down truck. The location was convenient and I was able to drop the trailer. Fortunately, I'm up for an adventure but I would not recommend this for other U-Haul customers.Travis M.
Customer did not leave a comment.Julie B.
Overall very good experience.Doug V.
Customer did not leave a comment.adam S.
Customer did not leave a comment.Chris T.
Customer did not leave a comment.Dick R.
Customer did not leave a comment.Jacob H.
This was my first time renting a truck through Thomas O'Brien/Balkan Motors and, as far as I'm concerned, the only people I'll be dealing with going forward. Uhaul's online reservations are generally quick and easy but it's about a 50/50 shot things working out when you go to pick up what you've reserved. I've had no end of trouble when going through the franchise Uhaul locations so I've been trying to use the independents. Sometimes you get some guy with a gas station or a junk yard who also happens to rent Uhauls, and then other times you get an honest small businessman who knows how to work with people! Balkan was fantastic to work with and really helped me out. I will definitely be renting through them again. Extra special thanks to the guy who had to come in early to get me on my way!Jeffrey P.
Customer did not leave a comment.Kelly D.
Customer did not leave a comment.Sheryl D.
Customer did not leave a comment.Samuel W.
Driver's door was hard to close.MICHAEL B.
Customer did not leave a comment.Craig S.
Customer did not leave a comment.thomas K.
Convenient pick up location to Fairport and East Rochester.corrine R.
This is the third time I've had problems with my reservation. I will NEVER use UHaul again and neither will my friends and family and anyone one else who asks me. Horrible service!!!Victoria S.
Charged for extra mileageJAY S.
U-Haul made mistakes with my reservation and as a result no truck was available. I was not informed. No one took responsibility for the error and communication was very poor. I called customer service and was transferred several times until finally another truck was available which cost me more money and put me behind schedule. My advice to customers is get the truck the night before because U-Haul is very poor at correcting mistakes. My request to U-Haul is to put a higher value on your customers!Richard O.
The person never checked the truck there was an 1/8th of a tank of gas. Also I didn't use as many miles as in estimated yet was charged for 30 miles when I only went 15.Bridgette F.
Customer did not leave a comment.Thomas G.
Customer did not leave a comment.gregory F.
I can't view my receipt. Otherwise excellent customer service, will be using them again.juanita B.
Quick and knowledgeable service. Easy pick-up and drop-off. Good location. Fair prices. Appreciate the veteran's discount!Thomas S.
If the pick up location has to change, I would appreciate a little more advanced notice.Colette O.
Customer did not leave a comment.Sandi G.
The rental pick up spot was fine, it was the people I had to deal with on the phone! The person at the pick up spot was very nice and the transaction there went smoothly. But I did not like dealing with the people on the phone I was told by several different people to call another number and got nowhere. Finally, I went to a local U-Haul store and the person there helped me find out what was going on.Michael L.
Terrible communication skills Doubled charged me for service. As far as I'm concerned very in experienced !!!carla O.
Customer did not leave a comment.John R.
Customer did not leave a comment.chris K.
Customer did not leave a comment.Alicia T.
mow the grass and clean up the yard area, first impression was that no one cared what anything looked like.Donald B.
Customer did not leave a comment.Jessicanne P.
People there were helpful and very nice, It was a pleasure doing business with them!James F.
A little bit better on the signage would help.Donald S.
Anthony was friendly, efficient, and professionalMichelle C.
Very easy to work with, fantastic experience.Ralph H.
Customer did not leave a comment.Joanne S.
Customer did not leave a comment.David S.
Was given wrong town to drop off. I noticed after several hours that one tire was very badly worn.Bruce K.
Customer did not leave a comment.Kingsley M.
This is the best U-Haul experience we've ever had! We reserved a 15-foot truck online to pick up at 9am Saturday. The rental office was easy to locate. The owners were professional, friendly, and made the rental and return process a breeze. We've already recommended this location to friends and family. If we have to rent in the Rochester area again, this is the only place we'll rent from. Excellent all around.Alice L.
Customer did not leave a comment.Mark W.
I checked my equipment in on August 7th around 10am and they did not check it in until 9:07am on the 8th. I have been billed for an extra day and tried calling U-Haul to only sit on hold for 20 minutes. I hung up because of work duties. I should have gone inside with the Rep to make sure I got a receipt but he said I was fine and did not need anything. $29.60 apparently thrown away. I even called the location and they said they would try to change the check-in and unsure how I go about getting my money back.Eric K.
Better mileage for vehicleSCOTT H.
Great, quick service!Jordan W.
Customer did not leave a comment.Erin T.
I am highly disappointed with uhaul. I was quoted a rate of $176 online and was charged a lot more when I arrived to pick up the cargo trailerJennifer M.
Excellent serviceDavid B.
Customer did not leave a comment.Nicholas P.
Customer did not leave a comment.Gary K.
The staff was friendly, knowledgeable, and efficient. Truck was clean and newer. Very positive conclusion to a botched experience by U-Haul. Promised and confirmed over three weeks ago a 26' truck. I CALLED the day prior to re-confirm and was told no truck, tough luck. Terrible and stressful experience. I will never use U-Haul again because of this. Unreal.William C.
Guys there were very friendly and helpful.Robert M.
Nice guy, seemed shadyBarbara D.
Customer did not leave a comment.James K.
Customer did not leave a comment.Glenda S.
Friendly service. Easy pickup and drop off. ConvenientBarbara K.
Customer did not leave a comment.Conor B.
Customer did not leave a comment.Shelly S.
Customer did not leave a comment.Robert H.
Review the policy that arbitrarily excludes prepaid debit cards as an acceptable means of paymentLouis P.
Customer did not leave a comment.Claire R.
Customer did not leave a comment.Rebecca F.
I noticed that the registration was 2/17, well expired. Glad I did not get pulled over. Drop off location was notified and confirmed.paul R.
These guys were total pros. I've had less than ideal experiences with U Haul locations in the past, but this was on point. Great job and will definitely use again!David M.
Customer did not leave a comment.myra L.
Customer did not leave a comment.Tara S.
Customer did not leave a comment.Andy G.
Customer did not leave a comment.William R.
Customer did not leave a comment.Shannon R.