I rented a pick-up truck and trailer and it was all hooked up and ready when I arrived. Pick up was quick and easy, drop off was quick and easy.
Bernard BCustomer Reviews for U-Haul Moving & Storage at Rochester International Airport
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.
I honestly don't think there is much that the GM and her team could do better. She and her staff are absolute gems! I stored my stuff in two (2) U-Boxes for almost 22 months and the staff at this location was extremely courteous and extremely knowledgable about every aspect of their business. I'm an active promoter of this team, service and location for life and will recommend them to friends, family or anyone looking to make storing and moving smooth and carefree. Thank you 50 Ajax Rd U-Haul team for the phenominal experience. Daniel
Daniel CBoth staff members- pick up drop off- were very nice :)
JULIEK CThe guys in the store went out of their way to get me a truck a truck and car dolly when I needed it. Equipment was very nice and ready upon arrival. All in all an expensive but very good experience renting from this Uhaul location.
Michael WLuis was very helpful and very nice in explaning how to manage and stay with equipment. He explained in detail
Vicmarie CI was surprised that $19,95, for less than 5 hours came to a total of approximately #40 !!
Ruth JThe people we dealt with were very friendly, professional and helpful. The UHaul website and automated message systems are really challenging to deal with: the website is not user-friendly and prone to miscues. The auto-alerts are helpful but WAY too many messages came in related to our rental. The volume of messages almost became "white noise" that I was tempted to begin ignoring.
Heather WVery courteous and prompt service. Thank you!
Roger SI love this location they have great service and great customer service was very happy.
Luther KThe truck had 110K miles on it in very rough condition. The truck smelled like cigarettes and weed. There were cigarette butts or joint butts under the seat. Steering wheel was sticky and falling apart. Truck didnt run properly. Very disappointed with this rental.
Michael SThis appears to be a fraudulent receipt generated by uhaul, or they moved one my boxes without permission and unloaded the box then moved it from my account. This was not initiated by me in any way, I have been on the phone with uhaul for over an hour trying to get this issue resolved.
Barbara VGood communication, easy process. I had to pick up some extra supplies from the store, and the staff there was friendly and helpful as well.
Maria FKay was FANTASTIC!!
Joe DRail tie downs need repair
Richard BNothing, everything was excellent. Great service from the staff.
Nancy SRecommend
Tim CI original pick up location was the ROC airport location on Ajax Road where I received a truck which was half filled with fuel. The Ajax Road representative was excellent. I filled the U-haul truck because I was ready to travel $67.75.There was a screw in the tire that caused me to go to the Jefferson Road location for a replacement. No one me to show them the location of the screw in the tire. The representative at Jefferson Road location was not customer service focused. No one from the Ajax location called the Jefferson Road location to notify them why I was coming. When I arrived to the Jefferson Road location, the representative was sure how to process an Emergency Vehicle report. While I was waiting, I asked to use the restroom. I was told that the location didn’t have a Public restroom and I had to go across the road to the gas station. I didn’t think that was a proper response and didn’t respond inappropriately. I asked about reimbursement for the fuel and told to call the 800 number. I called the 800 number that evening and received a reference number 4616217. I was told someone would contact me in 1-3 days. I never received any call.
Glen JMybe a cup of hot coffee to go??
Robert LVery helpful staff! Thank you!
ROGER SVery helpful and knowledgeable staff! Thank you!
Roger SVery helpful staff. Answered all questions. Thank you!
ROGER SAlways great service!
Cheryl SGreat care of the customer
Cheryl SThey take good care of me!
Cheryl SVery knowledgeable and courteous staff! Thank you!
Roger SKay was VERY helpful!
JAMESLENDON CI have nothing bad to say about this location. Very satisfied customer.
JAMESA IStaff was great and very helpful.
Joel AEverything was very good Thank U
Michael CEmployee with a lazy eye there said, we can do military discount. Then said that the place where I’m moving to will give it to me. When I get there they said that the lazy eyed employee was the one that needed to apply the discount. Both locations gave me the run around. Just so I can get a ten percent discount, for someone that served this country l, a veteran. This is how bad this company is, bottom of the barrel. This guy is lying or poorly trained. You guys go above and beyond to rip off the customer. Not a single positive customer experience, no help from anyone. There of any U-Haul. These people are con artists. Zero stars.
felix OTruck was never cleaned had empty tank
Tyller BIt's lovely to have a company really take customer service seriously & speak to people without judgement or disrespect. I appreciate everything the company did to make the transition a bit easier for me. Thank you for the help!
sarah bN/A
Khyrra CGreat service and amazing staff mbers
Nathan DI recieved the truck with the gas tank on E and the truck was in bad condition. Brakes are almost non existent, as well as other things with the truck
Niayah BThe Store Manager is Great She cares so much about hte customer and u-haul.
Craig KThe staff was excellent. However, when I got the first trailer, there was a short in the wiring that caused a fuse in my truck to blow. It took some time to sort out, but as I said the staff was excellent working with me to fix the fuse and change out to another trailer. I would suggest a better evaluation before renting a unit. The connector cabling was clearly damaged prior to renting the unit to me.
Reginald AFriendly staff. We had to extend our rental time. It was easily done over the phone.
Maria PI originally placed the reservation at the long pond road location 3 months in advance. The day before they called to let me know that the trailer would not be available because the people who had it were not keeping their contract and returning it on time. They said I could pick up a trailer at the Ajax location or wait a full day to pick up the trailer. When asked if I could return it to the long pond location because that’s where I reserved it from they told me No and I would be charged more. She pretty much told me that I had no option and cut me off and hung up. How is it fair that it’s their fault and I’m the one that would have to pay more. I’m sure they changed the other people for breaking the contract and they again were going to charge me for them breaking their contract. Good customer service would have been for them to go pick up a trailer and have it at the location I reserved it from. Or said it would be okay for me to bring it back at no extra charge. When talking to the team at the Ajax location they said it should have been no problem for me to drop it off with no extra charge. It’s up to that stores manager how they do business. I guess I will be doing all my business at the Alex location. They were super helpful very polite and they answer their own phones and not have all calls forwarded to the call center where they have no idea what your talking about. Thank you to the great team at the Ajax location. The long pond rd team should learn customer service.
David HCustomer service was fantastic.
Paul RThat girl in the office…. The big chunkybone one was so nasty…
Michael PPersonnel are helpful and pleasant to work with.
richard bcheck condition of equipment before renting it out
keith aIt's a convenience thing for me close to home and work and the employees are great too.
reginald rAs always best store ever
Nancy ECommunication and scheduling should be arranged better and everyone should be on the same page or at least leave notes in the system if there was a certain concern for a customer. Overall, service was good for u-haul boxes.
Estelle VFrom the Rochester, NY point of view it was Great with no problems. From the NC point of view they were good, but need to improve letting customers know the accurate time for pick-up. I understand that issues happen ,can't help when a driver gets ill. When you say a certain time to pick up on certain date and it goes by and I call to see when coming that day and wasn't on NC's schedule . Long story short they got them yesterday, Sept. 18th, 2023.
Patricia FHad 2 boxes and they got to the UHaul destination, but one was forwarded to another state and I'm still waiting for it!
truman GThe service is great! The Uhaul/UBox app is clumsy. After initiating the job, I was not once able to recall it from the app, despite a few attemps with support. Make sure you record every detail!
Pamela RWhen I picked up the truck I thought it was rather rude that the person at the counter was texting on his phone. He was a very nice gentleman, but it was unprofessional.
Christopher GMove in process was simple and easy. Staff was friendly. Will definitely use them again.
LAURA C | First ImpressionsCleanest storage in Rochester! Great customer service! Thank You Anthony!
Camille Z | Overall ExperienceI love everything about uhaul however the price increase twice such a short period of time resulting in me finding another storage up the road cheaper for my foreign car. I understand your company decision and will miss the staff.
Quest W | Overall ExperienceEveryone at the Ajax Rd location was very accommodating and friendly. Convenient location and move in process was simple. Plan on storing our camper here every year.
LAURA C | First ImpressionsThe check in process was easy and the staff very helpful.
Frank R | First ImpressionsManager has an attitude because I didn't want my personal information on my windshield, ( HIPPA ) that's the law. I feel it only when he's there. I will take the next step if it continues.
Kevin W | First ImpressionsThe help very fast and family 👪 like, very good for business....
James H | First ImpressionsJust excellent - especially for people who have not yet worked with U-Haul before like us
Piet V | First ImpressionsGreat experience! Definitely, I will use this storage facility again.
Alfonso F | Overall ExperienceI had made arrangements by email for my stored vehicle to be ready for pickup at noon June 2. That email was acknowledged. The vehicle was not ready for pickup as promised. The attendant didn't seem to know anything about the arrangement. Considering the cost of the rental for the past 9 months, it was disappointing to receive such poor service. In the past, the service has been excellent, so I will chalk this incident up to a momentary lapse and store my vehicle there again next year..
Forest R | Overall ExperienceVery satisfied, Thank you Anthony for having car ready to pickup
Kevin J | Overall Experiencefriendly staff great to work with
Tom R | Overall ExperienceWhile I had a very good experience with this storage facility, it falls just short of 5 stars. On one occasion when I came to check on my vehicle, there was a large puddle of water under the front end of the car and the area beyond the front of the car. I have no idea where the water came from or why it was collecting in that particular area. However, the straps for my car cover were encrusted with evaporated salt when I came to check out. I was super disappointed to find out there was potential exposure to salt to my vehicle when I am paying for storage for the sole purpose of avoiding salt corrosion.
John M | Overall ExperienceVery nice and definitely feel the my car is in great hands.
Curtis M | First ImpressionsExcellent facility and excellent service. We hope to continue using this facility over the coming years. Staff was especially helpful!
Forest R | Overall ExperienceIt’s great storage space for my needs. Clean and secure.
MARY J | Overall ExperienceAlways courteous and approachable!
Larry V | Overall ExperienceThe facility is convenient and safe. The staff is so helpful and responsive. I have and will continue to recommend this facility to fellow RV owners. Thank you for this chance to sing their praises.
Margaret F | Overall ExperienceThe staff was very accommodating to our needs.
RODNEY C | Overall ExperienceThank you
Kim A | Overall ExperienceStaff was great and very helpful. It’s great storage space.
MARY J | Overall ExperienceEverything about this facility is perfect for storing my classic car. I never have to worry about it in the off season and the monthly fee is fair. See you in the fall.
william D | Overall ExperienceLarge facility that's well lite. Seems very secure.
ALEX P | Overall ExperienceI've been storing my Mustang here for the past few years and I haven't had one issue. Miguel is excellent and did a great job with helping me move and replace my car battery after the winter storage.
CHRIS W | Overall ExperienceTwo u-boxes were delivered after I confirmed with two people that I was going to pick them up. Customer service and the manager were rude and misinformed, and I still have not gotten my refund.
Rachel A | Overall ExperienceAll online ad delivery service of Uhaul storage and shipping crate for a temporary storage space at home was all on time and very convenient. The driver was very professional. Thanks!!
Kristine F | Overall ExperienceExcellent service! Punctual, efficient, pleasant and professional.
Teri V | Overall ExperienceStorage of U-Boxes I rented was secure. Scheduling delivery and pick up of my U-Boxes was easy and the staff were very willing to get them to you quickly.
Milo D | Overall ExperienceThank you
Michele K | Overall ExperienceFast friendly and efficient
ALEX P | ReservationWe used the storage pods. So I never visited the facility. However, that process was great. Miguel the delivery driver was helpful and extremely nice!
Patrick G | Overall ExperienceThe staff went above and beyond to meet our needs. They were extremely efficient and bent over backwards to ensure that we were taken care of.
Sara B | Overall ExperienceAlthough moving brings tears to my eyes the staff at Ajax Rd helped to relieve as much stress as possible by being accommodating to my needs and very friendly. I'd recommend this facility to anyone.
Marilyn H | Overall ExperienceThe staff was uniformly friendly and helpful. I will be sure to use this U-Haul location the next time my situation warrants it.
Philip B | Overall ExperienceStaff were rude at both pick up and drop off.
Carolyn S | Overall ExperienceDelivery point did not want to honor weekend delivery. All my life in that box and delivery point wanted to tell me no, belittle me, and tell me how much they would cost me. Had to argue. Alot.
Eric G | Overall Experienceyour reps were very helpful and accommodating each time I made a visit...
Mary P | Overall ExperienceThey were extremely accommodating, friendly, and helpful! Great experience!!
Alice B | Overall ExperienceGreat service and the staff is very friendly.
CHRIS W | Overall ExperienceIt’s my third or fourth year in a row pretty sure I will be using it again next year
Ortiz C | Overall ExperienceEveryone helpful. Especially Miguel. I would do it again.
raymond t | Overall ExperienceThe large door was open. I worry about rodents (mice) getting into the building. If the someone isn't using the doors to go in or out, then please keep them closed. Staff is friendly.
beth t | Overall Experience