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Abraham MCustomer Reviews for U-Haul at Lake Ave
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.
During my visit, the mobile app wasn't working properly so I couldn't finish uploading my driver's license. The office was extremely busy and Stefhann C was the only one on site managing phone reservations and numerous truck pick-ups simultaneously. He was able to help with the technological difficulties I was experiencing and managed customer frustrations with a calm and professional demeanor. I truly appreciated how he went above and beyond during my rental experience. To better assist with customer service, I encourage U-Haul to upgrade your wifi/computers/mobile app to make the rental process more efficient for your employees and customers.
Danielle BWe stood in line for thirty minutes while the employees were laughing and messing around with each other. Also, we ordered moving blankets and did not receive them, and since we didn't notice until we got back to the house, we decided it wasn't worth going back and waiting another thirty minutes to get them.
Ian PWe were treated like garbage the minute we walked in to pick up our reserved truck. No greeting just a lady sitting back in her chair saying the system is done. No apology for the inconvenience, no alternate ideas. Our reservation for the truck was 5 pm. We had to move our daughter by the next day. We decided we would check back later. We turned to leave and we said “thank you” and there was zero response from this lady. We have never had such crappy treatment at an establishment in our lives and we will NEVER use or recommend this place again.
Daniel DI received a call to pick up my UBox on March 19th at 1730 hours at 1875 East Ridge Road, Irondequoit, NY. I arrived at that date and time and the person working was rude and less than helpful. They stated that they don't have the UBox. After multiple phone calls, it was determined that the UBox was still at 120 Lake Ave, Rochester. We were told to go there to pick up the UBox. When we arrived at 1805 hours, the person working was again extremely rude and not helpful. He stated that we were there after 1800 hours and nothing he could do to help. I informed him that we were never told that we had to be there by 1800 hours. After complaining, he finally gave us 5 minutes to unload our UBox. These two locations are an absolute disaster and would highly recommend NOT using them.
MATTHEW BMake sure that the vehicle is equipped with the amount of gas that is requested!
Cyan PGreat Cumstomer service
Timothy cThe morning staff was very friendly and helpful. The truck was in okay shape, the tire indicator was on and dash flashed warnings. Returning the truck was frustrating because the 3 pm staff person was very rude. She indicated that she was the manager and was not helpful or approachable. Moving can be overwhelming and to have staff create atmosphere cause additional unwanted stress. She was not professional, and her presentation/demeanor was unclean. I wished I got her name, but I dare not ask.
Pamela BExtremely long wait then once I got to the counter staff member was not that friendly at all. However the vehicle return guy was very nice .
Shamir TTop notch service!
Kristina BThe Staff was extremely rude and yelled at us in the front of the location for not handing over the keys, the employee had no uniform or name tag to indicate they were an employee and she screamed at us for not giving us the keys when we tried to bring them inside. While the equipment was good, it was one of the worst customer experiences we have ever had!!
John TTrain employees on how to use the app for self check in. Also explain how drop off works and where to place the vehicles. There was a huge line of trucks when we arrived and customers not knowing what to do or where to place the trucks.
Jesselle RThe CS rep was rude, he actually threw the keys of the uHaul at me. I had some issues with using the self service and he refused to assist because “you chose self service do it yourself” and the vehicle was sticky, dirty and smelled like cigarettes. There were other customers coming in and out who had made reservations and he refused to assist even though there were vehicles available. I would not visit this location again, and I need to rent another uHaul in two days and I will travel halfway across the city before I go here again.
Alana HThe original place I picked for pick-up. Let me down. But U-Haul was on point and sent me to the one on lake. My truck was ready and I was in, out and back with my keys.
Rasheam BTruck was raggedy. Check engine light was on, truck had a bad fume smell, tire light was on. When i got to the location their systems were down..took me almost an hour to get my reservation
Talia STrailer lights on and off because ground broken on flat four connector. When returned, U-Haul make employee sitting eating sub and he told me to go to back of lot and unhook trailer by myself. I asked him if he wanted to inspect trailer to return it and he said no I had trouble lifting trailer off hitch 6 x 12 trailer Employee attitude and refusal to help was unacceptable.
Daniel BThe process was easy and efficient The staff both professional and friendly The entire experience was good
Patricia HStaff was very nice
Eunice EThe young lady not a supervisor or manager and Stephen very friendly
Patricia BI love the service. The man was knowledgeable quick. Everything went smooth 123 no problems at all
Carla GDon’t need to change anything
Kendrick MThe guy who helped me couldn't count the hours correctly and tried to tell me that 930 to 1230 was 4 hours. His customer service skills were terrible and close to being rude. No I wouldn't recommend this place to no one and I'll never go there again. I spoke with customer service on the phone and he told me don't worry about what they say we do it different here.
AR BThe overall rental was nice, but the man and young lady at the counter were great. they both were very friendly, patient, calm and kind even with phone calls coming through and helping instore customers at the same time. I had a reservation at 120 Lake Ave store.
lashonda tThis is the best location
Lucella HThe towing company Rxcel was horrible!
Alicia MThe process to get the truck was very difficult and we were 2 hours past pick up time. Staff inside the location was of no help. Actually dismissive. After an hour of trying to get the code to get the truck and the staff inside not helping. I called the customer care line. The women I spoke to was very patient and understanding but even that process was stressing for her and I. The truck was very banged up, leaked in the inside to the cab and the back. Stuff was falling off inside when you drove. The driver seat arm was broken. The truck sounded like it was struggling to drive and the steering acted like it eas manual steering not automatic. We lost 2 hours of the 7 hours we need the truck which it made difficult and felt rushed to get truck back as it wasn’t extended on the drop off time. No discount was offered. Except for the customer service person who I spoke with the whole process was very difficult and caused added stress. Not so sure willing to rent again.
GARY LEverything I put on the truck was wet boxes fell apart mattress and furniture wet HORRIBLE
Mary SSo far with me everything was really good. Thank you very much
Francisco MI love this location but I greeted the attendant and he didn’t respond. I asked him if everything was ok he responded with what do you need. I said ok. He was poorly groomed and carried an odor. I will not return if this person is at the desk.
GREGORY WCustomer service representative was very rude and unhelpful! Store cancelled my reservation and when asked to reinstate it the representative said no trucks were available. I went to another store and the representative there stated that there were plenty of unrented trucks available at the original store.
george jStephan and his boss were amazing!! They went above and beyond to help make a very stressfull situation very manageable Bob
Robert CThe staff were very friendly and helpful. They explained the contract in full. They made the move less stressful.
Scott SNothing
Rose C1. There should be more than one person working at these stores. if someone has to go out to the back, they have to lock the door and customers are locked out. Timeliness is important because we are renting these trucks for a certain amount of time and if a lot of that time is spent at the location waiting to be served, that trims time from your allotted time. 2. I reserved an appliance dolly at the same time I reserved my truck online, however when I got to the location, they did not have any appliance dollies, so I had to go to a separate location to find an appliance dolly, which shaved more time off of my allotted time to use the vehicle. This is the second time this happened to me regarding the appliance dolly. Since I am reserving it online, it would be helpful to know ahead of time if it is actually available or not. thanks for allowing feedback.
Lorraine WNothing. It was busy but they kept it moving and professional
ja'Net HThe scheduling was a bit wonky. The box arrived on the specified date but I would appreciate more clarity. The logistics system might need a tune-up. The friendly people who dropped off the box had trouble scanning the box because of technical issues. I felt bad for the drivers who had to stand around in the cold on the phone with tech because the barcode won't scan.
Alexander BTrailer had a fully flat and one flat tire. The rep didn’t connect the brake chain to the hitch correctly! The rolling door was locked with a padlock and they were not able o pry it open. They told me to go to 1661 Long Horn Location to have it pry open. Drove for 15 mins with two good tires and two bad tires - quite unsafe! Next day I returned to have the tires taken care of but they couldn’t do anything. Told me to contact roadside assistance. Waited for almost 3 hours at the uhaul location for the assistance to come but he could only change one tire. They put air in the second one and told me the trailers good to go. Not a very pleasant rental that one!
Malcolm PThe manager was nice and patient with us and other people we seen her with
shawniece tThe pre-registration was effortless smoth profession with out fault. I would recommend this location to anyone that needs this service!
Altrenia BThe representative was very friendly and helpful.
Darren GEverything! Not over booking for starters.
shaqueda bA little pricey on the lock out... Should have been given two keys....
Robert LNothing it was on point even opened earlier to get me settled because I was there when worker pulled up and meet me back outside for drop off
Turlanda TEmployee charged me way too much and honestly i want a refund for the extra that was charged. I selected the $15 safe move & the employee changed it to $30 and I’m being charged an extra $27 for i don’t know what when my original was only suppose to be $54 n she took $100 from my card ontop of trying to take the extra $27. I only travel 8 miles and to be charged $127 is insane. Would not recommend at all
Lashonda SIm being accused of damaging a tire which I had no knowledge of prior to seeing damage on me receipt also I paid for the insurance so I don’t understand why I wasn’t given the opportunity to make a claim for the tire I supposedly damaged. The staff at 120 lake avenue is absolutely awful and the entire experience was very unpleasant and now I’m getting accused of damage. I will most likely never use your company again
Mike MThe price online should match what I pay, other than mileage of course
KESHA RWe were sent to the wrong address and we got automatically charged for a late fee.
Erica WHave more than one person attending to customers to speed up the process.
Amy CMore staff is needed at this location you got 1 guy doing everything. Place is the worst uhaul place around. Never going back to that shit hole.
ELVIR HWas overcharged another day for 10mins Plus gas charges.
Mitchell SBELOW 1 STAR….. NEVER AGAIN! It was not mentioned that there is a $100 holding fee to your credit card at time of rental. Customer service was terrible, except for the young lady I spoke to outside of the building. My reservations were originally 10am to 2pm. I ran late, due to an engagement and picked up the rental around 10:50am. And was given only 3 hours for the rental. I called and asked for an hour or two for an extension. He said NO! I asked if someone else had that particular vehicle for rental after me? He said NO! That his location was extremely busy. (There were other vehicles for rental in the parking lot). Long story short, I called customer service, that young man was rude. So I asked him to transfer me to someone else. That young lady was exceptionally nice! 😊 (I was told that there is NO addition charge because we really could keep the vehicle up to 24 hours). I’m completely dumb founded 😏
Denise FNot much; pretty good job all around
Charles GYoung man working during the time frame of my return was rude. I was charged another day of rental and insurance because I was 10 mins late returning my rental per my reservation time but I actually didn't receive my truck on pickup day until 1:59 pm and it took the rep on drop off day 15 mins to check me out so my return time in my paperwork was not accurate.
Lisa VThe young lady at the front counter was very pleasant to deal with and well versed in her job......
Troy WNothing beside keep serving your customers with a 😃
Belinda PWhile I was waiting for my receipt, another customer was given a truck that had no gas in it. He was assigned another vehicle, but how did they NOT know there was no gas in that vehicle?
Deborah BNothing every thing ran smoothly
Shaunitha SI didn't interact with anyone I just dropped out truck after hours.
Valisha BThe guy at the counter was insanely rude. Before I even made it to the counter, he told me "you need to stop and turn around and come in the right door". then when I came to the counter, he rolled his eyes and cut me off midway through my question to tell me "Nope I am not helping you". All I wanted to ask was if he could help me with my order I had already placed on my phone. Terrible terrible service, I will never go to this location again.
Isaiah H