Customer Reviews for U-Haul at Lake Ave

Rating:

1.0

The worker was slow rude and spoke so poorly i could barley understand him. It took 45 minutes for him to put out 1 truck and 1 trailer . It through the whole day off and I missed a couple hours of work because of it. the front lot was so congested you could not drive through the lot. And it wasn't customers they had to park elsewhere. you only had 1 employee working. I will never use you guys again.

Rating:

5.0

Truck and a Engine Warning Light One and Window Roll up Handle was broken. Other wise the trip was uneventful. Will do it again very soon

Rating:

1.0

The customer service was very poor during drop-off, in had to request for the staff personnel to end his video call in order for me to explain an issue. The response I received was very inappropriate. I've supported uhaul for over 30 years ranging from truck rental to purchasing your supplies for my moves, I will not support uhaul from this charge moving forward.

Rating:

3.0

I notified the location 2 days in advanced that movers were going to deliver the ubox to my apartment. On delivery day I was told the forklift was broken. I was forced to rent a truck and had to pay a higher price for the movers due to the last minute change. Why should I have to pay the higher fees when they did not notify me that they could not do the job?

Rating:

1.0

The sun visor was not able to be secured. The attendant removed the drivers, sun visor, completely from the vehicle. The attendant on shift at my scheduled pick up time was not knowledgeable to the reason fees were applied to me, environmental fee. And furthermore, the online checkout portal assured me that i would be allowed the 24 hour access to the 10 foot truck that I requested and paid for, he stated that this specific location ( 120 Lake Avenue) that at this specific location, will require me to only be allowed access to the 10 ft truck for 6 hours at maximum before i will be required to pay for another additional full days rental after only just 6 hours. This is not acceptable. I’ve been using uhaul and this same account with uhaul for years, and so the terms and conditions that this specific location are not, uniform, to as what i agreed to during my online portal checkout.

Rating:

4.0

Need more staff

Rating:

2.0

There was a xl box of garbage left in my truck back when I went to get it. The truck was in the back lot not even brought up to the front so I had to search the yard for it.

Rating:

5.0

The team on Lake Ave are great, they were able to accommodate me on short notice. I rented from Harris Mobile Mechanics Corp (U-Haul Neighborhood Dealer) 950 Maple St   Rochester, NY 14611, (585) 563-1551. When I showed up to pick up the truck no one was there. I called with no answer and waited 20 after the 9am pick up time. The lake ave team assisted me immediately. I have used them in the past and will never make the mistake of going somewhere else.

Rating:

1.0

Staff is miserable. I will never go to that location again

Rating:

5.0

N/a

Rating:

4.0

Thank you Good

Rating:

5.0

Everything was excelente and efficient. Thanks!

Rating:

1.0

I was called a thief by your employe for no reason and the clerk has some kind of gas scam going on I left the truck with half a tank and that’s not what he put in. I ask to speak to a manager and he told me was the manager. Never again will I rent from U-Haul again. I would like to talk to corporate

Rating:

4.0

This visit was great! I was a couple hours late picking up my truck, but the lady was very accommodating. I was also supposed to go through the app in receiving my vehicle, but was struggling with this so the lady checked me out at the counter instead

Rating:

3.0

More help

Rating:

3.0

Location was nice and the staff was very helpful/courteous. Ice was in the lot which made it difficult to move around myself and the staff

Rating:

2.0

Costumer service

Rating:

4.0

Refund of deposit takes forever and quoted one price paid way more not lake ave. Issue it is a uhaul issue!

Rating:

3.0

The truck had a funky smell it smelled like cigarettes and funk I did not like that

Rating:

5.0

I love Uhaul

Rating:

3.0

Place was very busy when I arrived, but someone said it would be several minutes before they could get to me. Several minutes later someone moved a truck out of my way and told me where to park the trailer. Would use them again.

Rating:

3.0

Employee was very short with her responses. The store didn’t have the dolly that I needed for the second time in a row and I was told I needed a credit card for the cargo van that I just rented 2 weeks ago with my debit card

Rating:

1.0

Communication with customer should be better

Rating:

3.0

The phat guy look crazy

Rating:

4.0

The gentleman at the counter was very helpful and knowledgeable.

Rating:

1.0

take csre of the property! I have a fractured ankle because of you!

Rating:

5.0

Perfect in and out experience

Rating:

3.0

I wouldn’t recommend it because I was overcharged for gas. I rented this U-Haul like three or four days ago they overcharged me for gas. I’m supposed to be getting a refund and I haven’t gotten it yet. Plus there were two other people in there with complaints about their money so no I wouldn’t recommend it to anybody because there’s no manager on site that can help you. they tell you come in the next morning a manager will be there, I get there the next morning around 10:30 and they tell me I have to come earlier because the managers come in really early. I wish they had told me that before not taking anything away from the young man that helped me but I just feel like the place could be a little more professional.

Rating:

1.0

I was told by a worker where to park my vehicle and when I came to drop off uhaul my truck was blocked in so I had to stay the night in Rochester until the next morning when they reopened. I called customer service several times and they all told me they reached out to General Manager and provided him with my number and if he didn't call me within 15 minutes to call them back. I waited for awhile then had to Uber to a hotel then Uber back in the morning. Paying Uber costs and hotel fees was not in the plan. Horrible experience

Rating:

1.0

First this place is very unprofessional. My daughter scheduled a reservation for pick up and called to make sure I would be able to pick it up. U haul said it wouldn’t be an issue. Got their & there was an issue. I had to get a whole truck instead upon leaving I was given the wrong receipt/order information. I had to then call u haul again. The truck had no gas at all and upon returning it after paying $70 it only cost me $48 and they tried to charge my daughter’s card for it. The reservation that claimed I couldn’t use. I most likely am not going to use this service next time and certainly wouldn’t recommend.

Rating:

1.0

Customer service was nasty and disrespectful hopefully I don't need uhaul again

Rating:

3.0

Ok service.

Rating:

2.0

Clerk was helpful and quick. She could’ve used some help with everyone arriving at 9 when they opened. There were a lot of trucks in the lot so there was no place to park. I was unable to check in and grab the truck without going in the store which made it less convenient.

Rating:

3.0

No comment

Rating:

1.0

When I walked into the establishment there was a stench as soon as I reached the counter. I said Good morning and the representative said how can I help you. No greeting at all. Once situating the rental I had to ask the representative several times to repeat themselves. I asked them can I see the back of one of the vans and he sent me out to look by myself at a blinking truck while he stayed inside and used the key to alert me of the van I needed to see. Once we got through the paperwork after again asking him several times to repeat himself because he was mumbling. He gives me a key and tells me to go outside and try the key in the back of the trucks to find mine. I asked if it would be the same he showed me and he mumbled no. At that point I went outside and found my truck and pulled off. Once complete I returned the truck back to the location and there was a different person at the counter. I told her I’m returning and she put her hand out for the key and said I was good to go. I said we don’t need to check and she said no your receipt would be on your credit card. Well I was charged for a dolly I didn’t use and the customer service was horrible. This location needs some assistance with customer service as it was terrible.

Rating:

5.0

Customer service representatives were a pleasure to deal with. Everything went very smoothly.

Rating:

3.0

Imporve the black lady with the locs attitude. She got an attitude because I used a very legal card that I'm guardian over to TRY to debate with me that it was a business card. Per the state, judge, and black and white paper i have, I am allowed to use the card for everything pertaining to the person I am guardian over. She tried to say I didn't have her permission as if she is the person over guardian stipulations. Her attitude is as rotten as the shoes she was about to bust out of. The way she speaks to people need to be reviewed. I wouldn't recommend this place as long as she is here. She made the expierence horrible.

Rating:

4.0

I had a smooth experience from checking out to checking in the U-Haul. Staff were very knowledgeable and it was quick.

Rating:

3.0

Customer service rep not be so short and argumentative when customer is reading what they are asked to sign

Rating:

5.0

Five stars 🔥🔥 highly recommended

Rating:

5.0

Nothing comes to mind, keep up the good work.

Rating:

5.0

Genteman was very nice that assisted us

Rating:

5.0

Service was great. Was explained everything clearly

Rating:

1.0

I had the pick up at 9:30,I arrived and the doors were locked,the guy arrived a few minutes later and opened Then Unfortunately the guy that was working there in the morning had a very bad customer service attitude The moment I walked in I stand there watch him on what then found out was the work phone without him saying a word Once he we had eye contact I said “Hey,Im here for pick up” he then pointed with his finger for me to go to the side(without saying a single word this entire time) so Im like alright,I sat on the chairs, These other customers then walked in and he asked for their ID and drivers license So I looked up and I asked him if He will be needing that from me, he said “mhm but I wasnt talking to you” I said “excuse you,seemed like you havent been talking to me at all the moment I walked in,only trying to ask something you can answer politely” he then said”well if you dont like it you can go to another location” I said”dont do that,cause you been very unprofessional this whole time but whatever” he continued to repeat himself saying “he wasnt talking to me and that I could go to another location if I didn’t like it” Only reason I stood there was cause I really needed the truck ASAP if not I would of been GONE But anyways When it was finally my turn even tho I was the first person who walked in after he unlocked the doors but obviously his poor customer service skills made me wonder wtf was going on, so when it was finally my turn my “card declined” gave me hard time about that too trying to charge me $100 over for a debit card like nah I know for a fact I dont have to pay for no deposit with a bank card so he said my card declined I ended up using a different card at the end I called my bank and my bank stated there was NO ISSUES FROM THEIR END so whatever he did on the computer was just to be an asshole at this point. Didn’t have any issues with the truck When I came back to drop off the truck his boss attended me and she was very professional and explained everything that was happening like while she was on the work phone thats when I knew thats what he was using in the morning but it looks like a personal phone but she did tell me she was waiting for the system to upload and stuff at the end I did tell her about the poor customer service of the gentleman that morning and she said she would talk to him I hate that location has the fame of being “ghetto” I decided to ignore what people was saying and give it try but unfortunately with workers like that guy from the morning is definitely unpleasant to go again if I have to deal with him,no thanks! Hope yall hire better people like the lady who took care of my drop off

Rating:

5.0

The representative was great took care of everything fast polite the only thing was the truck was dirty inside other then that my move was great

Rating:

3.0

The woman working wasn’t the friendliest nor the most professional. The process itself went smoothly.

Rating:

2.0

Attendant was on a personal video call while attending me, was very rude and made me feel unwelcome. Would not come back there.

Rating:

2.0

Clerks are definitely making too much money. I've never seen indifference, and laziness.

Rating:

2.0

Have equipment for customers, the purpose of me renting the uhaul was to pick up a refrigerator from the store and to rent the utility dolly, when I got to the store the cashier told me there was no dolly, I should’ve been told ahead of time that they didn’t have anymore so I could find another place to rent a truck from. The headlights were out on that truck as well.

Rating:

2.0

Massive issue with the boxes not being within the same order/the location not being able to locate three of them initially. I was told by the location that they could have them ready the next day when they weren't delivered with the first one, then thirty minutes later they said they couldn't, only for me to go to the location and a completely different person saying they could deliver them, except they weren't ready, so he had to find orange covers for them. This location was a disaster, at the the warehouse portion of the Ubox department. Josh was incredibly nice and helpful. However, no one else there was.

Rating:

2.0

Had to walk a block to get the truck. Was only 1/4 tank of gas when I got it

Rating:

2.0

The Spanish lady at the front was using so much profanity while customers in the store. Complaining about a customer who was on hold. Very unprofessional. Fully inspection the mechanics of the truck before sending g it out because the door would not close once it was fully loaded. The wires popped off the rolls preventing the door from closing

Rating:

1.0

Took unexpected money

Rating:

1.0

As a corporate account, I expect a good level of service. First off, I received late notice the day prior that my pickup location was changed. This location is not as convenient to me, wasting me time/money (due to additional mileage). At check in, the representative took my picture with a cell phone (this should never happen) and needed to personally inspect my credit card (it's a corp account, the card is on file). The truck had multiple issues, a front headlight that is barely attached to the truck, and a rail in the box that you can't use (it's broken). The truck looked rough. At check in, I just hand the keys to the attendant and get an emailed receipt. This employee wouldn't do that, called me rude for trying to drop off the truck and not do a walk through with her (something we never do). She waited to check in the truck an hour and a half later, and charged me an extra day because of this. I will never use this location again, and frankly, makes me question using Uhaul at all - Penske is much, much more professional.

Rating:

4.0

N/A

Rating:

3.0

Customer service can be a little more inviting. I didn’t feel like the service was as friendly as it could be.