Customer Reviews for U-Haul at Lake Ave

3870 reviews

120 Lake Ave   Rochester, NY 14608
(2 Blocks North Of Lyell Ave)

(585) 254-1677

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm

Services at this Location:

Contact Us

(585) 254-1677

120 Lake Ave
Rochester, NY 14608
(2 Blocks North Of Lyell Ave)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
  • Free towing inspection
  • 24 hour customer return
Adaptive reuse location

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.

Overall Rating:

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Rating:
3.0

Customer did not leave a comment.

Nicole H. 
Rating:
4.0

the ac did not work on the truck that we hand.

jonathan O. 
Rating:
5.0

The guy that was there was great

GARYF S. 
Rating:
4.0

Customer did not leave a comment.

Louis H. 
Rating:
1.0

Customer did not leave a comment.

SANTOS C. 
Rating:
5.0

I would appreciate instructions in the app being more of a bulleted list than a paragraph. For example, the instructions to take a picture of the gas needle and the odometer needed to be a little more clear and pronounced. I also would like a way to access those pictures in order to return the vehicle with the appropriate amount of gas. I would have taken my own photo if I had known I wouldn't have access to those photos I submitted at check-out.

Brian H. 
Rating:
3.0

Yes when I picked up the truck the truck was not full with gas , but still I filled up the gas so today I went back there spoke to the lady and asked if I could get some money back as I filled up the truck so she said no . Why can I not get someone back ? Secondly this lady was not welcoming yesterday , I had a hard time starting it yesterday, so I went inside to get her , my wife was already sitting in passenger seat , she came to help me with starting a truck but didn't say hello to my wife

YOOSUFA A. 
Rating:
5.0

Customer did not leave a comment.

BAUDILIO R. 
Rating:
4.0

Your contact free pickup process is horrible. I will never use it again. Thank goodness there was someone at the location to help me.

Stephanie D. 
Rating:
4.0

Customer did not leave a comment.

Reid C. 
Rating:
5.0

Customer did not leave a comment.

David K. 
Rating:
5.0

I was pleased with service.. thanks

Annie B. 
Rating:
5.0

Customer did not leave a comment.

Joseph V. 
Rating:
3.0

Hire more people... it's ridiculous how 1 person has to run back n forth to take care of a public run business

JOYCEP P. 
Rating:
5.0

No complaints so far will be up there to pay the rest of the fee Tuesday thanks for the service

LYAM P. 
Rating:
2.0

Employee was so rude

ALIZ P. 
Rating:
5.0

Customer did not leave a comment.

GEORGEPETER B. 
Rating:
1.0

try calling people back when they have a complaint .

Dominique H. 
Rating:
4.0

Customer did not leave a comment.

Daria B. 
Rating:
1.0

It was not properly explained to me that this rental had to be dropped off at the same location therefore I dropped it off at a closer location to where I moved my things and got charged a ridiculous amount for only having the rental for 4 hours

LINDA I. 
Rating:
1.0

I was charged for 2 days even though I took one day and dropped it back on time! I was also charged for safe service even though I didn't take that... disgusting money making people!!!

Jerome K. 
Rating:
3.0

Customer did not leave a comment.

DAVIDPERCELL D. 
Rating:
3.0

Customer did not leave a comment.

Tomeki B. 
Rating:
2.0

My 24/7 truck was blocked in and at the back of the lot. Maybe stage the trucks in a spot where even people dropping off new trucks won't block them in.

Erica S. 
Rating:
5.0

Send them to yall have a good day

BENJAMINL M. 
Rating:
2.0

Customer did not leave a comment.

Ashley W. 
Rating:
2.0

Had various problems with website / mobile check in, including it giving me wrong address and features that did work (location despite it being enabled). Ended up wasting a lot of time and had to download other browsers for it to work. Also person working there was unhelpful and rude

Victoria B. 
Rating:
5.0

Customer did not leave a comment.

ANTHONYDAMON JR S. 
Rating:
3.0

Was not informed of where the pickup location would be for our uhaul. Had to drive an extra 20 miles to get to this location. Asked the employees if there was anything they could do for the inconvenience of having to drive farther than expected and no one could help. Very disappointed with the service.

BRIANMATTHEW M. 
Rating:
4.0

Customer did not leave a comment.

TERRANCEFRANCIS M. 
Rating:
5.0

I had to walk to the back yard around the corner to retrieve the vehicle didn't appreciated

Sandra C. 
Rating:
5.0

Customer did not leave a comment.

Sitongay B. 
Rating:
2.0

The signing out process took way to much time. Then when I tried to sign truck back in that process would not work. I went inside to get help and the employee told me that you all was closed. I asked for help and he said they will do it in the morning. Then today I was charged for an additional day. I spent all day trying to call the store and the 800 hundred number and never could speak to anyone! I want a refund of the additional day charge because I returned the truck on time!

ROSCOE JR S. 
Rating:
5.0

I was charged for 83.3 miles but I only drove the vehicle from the uhaul location to where I'm moving from to new location, gas station right down the street from the uhaul location and back which is roughly 5 miles. So I'd like a refund.

JERRYJ T. 
Rating:
5.0

Customer did not leave a comment.

Rose P. 
Rating:
3.0

Customer did not leave a comment.

TAMARAL P. 
Rating:
3.0

A ride to the person to reserve a truck and went into the lobby where no employees profound oh, so I called the 800 number and waited 30 minutes there was no answer, so I returned to the and the employees entered appearing irritable saying they were busy, however I was the only customer on the site. A young man quickly reserved for my truck without any further delay. 2 days later I picked up the truck at 9 a.m. only to find that it was very slow and rickety giving me an uncomfortable feeling it may break down at any moment. I returned the trucks at 6:45 p.m. that evening and the young man different from two days before was quite distracted. I asked him for the keys so that I could photo my mileage and gas as he was not willing to take a look at it while I was present. He went to a truck brought in after mine I proceeded to take the mileage and gas reading which took five minutes before he could return the key to me so that I can enter the truck and take a photo of my gas and mileage for records. I feel if this young man could not record gas in mileage in less than 5 minutes, then he needs to be reassigned because apparently that is very complicated for him. After photographing my mileage and gas I returned the key to him and left. Overall, my experience was mediocre!

Laura T. 
Rating:
2.0

Tire light was on in truck when I got it and the app didn't want to work when returning it

LINARESFIORDALYS L. 
Rating:
3.0

Have more than one staff working

Jason V. 
Rating:
1.0

Customer did not leave a comment.

KATHERINE B. 
Rating:
2.0

Don't yell at customers who are asking for help before they can even speak, then scoff and roll your eyes when they can't hear you because they have a disability. Let them get the equipment they paid for.

McKenna K. 
Rating:
3.0

The app kept kicking me out when I tried to pick up and return the vehicle so I had to ask for them to do it manually.

Kylee B. 
Rating:
2.0

The employee working on 5/1 was rude and impatient. He also allowed another customer to park in front of the available uhauls causing me to have to wait until he was done checking out before I could leave with my truck. The employee was short tempered and rude to all customers In the store.

JODIANN M. 
Rating:
5.0

Customer did not leave a comment.

Ashley M. 
Rating:
5.0

Truck was in rough shape. Shifted really hard and the steering wheel was out of alignment. Otherwise it got the job done. What more could I ask for?

Adem E. 
Rating:
5.0

Pickup was quick and efficient. I pulled into the wrong spot for drop off and the employee helped me back out and navigate into the correct location. A+ service

Brett P. 
Rating:
4.0

Customer did not leave a comment.

GWENDOLYN F. 
Rating:
3.0

Horrible experience! Was overcharged

SHELLYC K. 
Rating:
5.0

Customer did not leave a comment.

LADONNA A. 
Rating:
3.0

It would be nice to keep the same location that was given to a person when they first inquire about the rental.

GLORIAJEAN M. 
Rating:
5.0

Customer did not leave a comment.

Belmarie F. 
Rating:
4.0

Customer did not leave a comment.

Rajab M. 
Rating:
4.0

Really nice people. Thanks

TROYALEXANDER D. 
Rating:
5.0

Great service

TYSHONEM G. 
Rating:
5.0

Customer did not leave a comment.

RICHARD G. 
Rating:
5.0

Senitra was very friendly and helpful.

BRENDAJ R. 
Rating:
1.0

Customer did not leave a comment.

KATHERINE B. 
Rating:
3.0

Very hard to get in contact with anyone from that location had to take my card back to the store to extend my rental the kid swiped my card and I signed and he gave me the paperwork said I was all set but apparently I wasn't so the rental was returned late because he never extended it like he said he did, then I just returned the truck and wanted to extend again but couldn't find anyone I have an invoice that I need to take care of and I'm not even sure how to do that I tried returning it online but apparently that didn't work either

MICHAELK H. 
Rating:
1.0

Had to continually try and get the person working to open the door. We had pulled into a very full lot with a truck hauling a transport. Was told to back it up through a variety of cars and take the trailer around back because another truck was blocking the drive. When asked if they could move the truck, help us back up, or at least help direct us to back up, all three answers were NO. When I brought the truck back later it was pouring. The person refused to answer the door. Another customer began pounding on the door telling the person that he had locked his keys in his truck and it was running. He refused to help him and told him to call RoadSide Assistance. When I asked what I was supposed to do to check in the vehicle he simply took the key. Meanwhile the other customer is trying to tell him that his keys, wallet, and phone are all locked in the truck and asked if he could use the phone to call. He was told NO. Seems all this person knows how to say is NO. I will NEVER rent from U-Haul again if this is your idea of customer service on both pickup and drop off.

Becky H. 
Rating:
4.0

Efficient check in. Courteous representative. Clean vehicle. Easy drop off. Experience was great.

JOHNDANIEL M. 
Rating:
1.0

Have the employee actually be friendly & helpful when a customer requires assistance! Clearly the guy was bothered that I had 2 ask him for help repeatedly. His attitude was terrible, he was rude & seemed to not like his job! I'd rather go across town to a different uhaul just for better customer service!

Crystal R. 
Rating:
2.0

Streamline the mobile pickup process. It's clunky and confusing and leads to additional delays.

Rachel C. 
Rating:
5.0

Service was over and above what I expected

ROBERT F P. 
Rating:
4.0

Customer did not leave a comment.

Arielle B. 
Rating:
2.0

The lady was very curt and rude. She charged us for the truck after we already paid online causing us to incur overdraft charges. When I said we already paid, she said we were only being billed for the taxes and that didn't happen. We tried to call into customer service but was told the wait was 30 minutes and then were disconnected. The drop of location said they couldn't help because they were not the original point of sale. I have never had this issue with Uhaul in the past and am very disappointed

Julie H. 
Rating:
2.0

You guys need better customer service in that location!!

AHMEDGAMIL MIHD A. 
Rating:
3.0

Customer did not leave a comment.

Priscilla S. 
Rating:
4.0

Always great service

Lillie J. 
Rating:
5.0

Customer did not leave a comment.

LAVONIADERAY J. 
Rating:
5.0

Customer did not leave a comment.

ANTHONYJAMES R. 
Rating:
3.0

Customer did not leave a comment.

DEBORAH L M. 
Rating:
5.0

Everything good.

ELVIRITA S. 
Rating:
3.0

I had a very frustrating experience with the online/mobile pick up and drop off. Neither mobile pick up or drop off worked for me (and I'm a social media manager for a job - I'm very comfortable with technology). I tried everything and it didn't work. It was so frustrating, I'm considering using a different company next time.

Maria C. 
Rating:
5.0

All was well.

RODERICKL T. 
Rating:
5.0

Customer did not leave a comment.

ASHLEY F. 
Rating:
5.0

Can you please try fix the treasure hunt you have to go on when dropping off after hours. It took me 5 mins and thank goodness the worker hadn't left just yet to find the barcode on the door. Then after all that took me another 5 mins to find where to drop the key. Where you have the barcode it's so dark there I didn't see the worker standing there. Overall everything else was good. Just maybe in the future explain to the customer before they leave or even on the check in after hours app explain where to find these things.

SHERYLJ C. 
Rating:
4.0

Customer did not leave a comment.

JOHN JAY M. 
Rating:
5.0

Customer did not leave a comment.

DANAM B. 
Rating:
4.0

I had reserved two dollies and there was only one in the truck. I did mobile pickup and didn't have time to wait for the location to open to get the second one I had reserved. When I created the order, it said the dollies would be in the truck.

Brianna B. 
Rating:
4.0

Inside customer service horrible attitude

Yolanda L. 
Rating:
4.0

Customer did not leave a comment.

Wade H. B. 
Rating:
3.0

Everything was good overall besides the customer service. I'm.not sure if the lady was having a bad day but she wasn't friendly at all..When you have a job with people there's a certain way you have to react with them, put a smile on your face at least once!!

AL T. 
Rating:
4.0

Customer did not leave a comment.

Pauline F. 
Rating:
3.0

the customer service rep was very rude not friendly at all truck was not ready or cleaned out had issues with taking my photo and other things no help at all had an attitude. when I returned the truck and keys he was the same way maybe not have this person work there or have another associate there with him he did not do good job at all very dissatisfied

DANAL A. 
Rating:
1.0

Customer did not leave a comment.

Maria R. 
Rating:
2.0

Customer did not leave a comment.

TREMECCA JHYAS-R N. 
Rating:
5.0

Customer did not leave a comment.

Patrick C. 
Rating:
5.0

Customer did not leave a comment.

sheila C. 
Rating:
1.0

Contact me

Kellee T. 
Rating:
4.0

Customer did not leave a comment.

Lynette V. G. 
Rating:
4.0

Customer did not leave a comment.

Makeda J. 
Rating:
4.0

Customer did not leave a comment.

GARY H. 
Rating:
5.0

Customer did not leave a comment.

MILDRED P. 
Rating:
1.0

Fat Guy was So rude because I used cash.

Linda E. 
Rating:
5.0

Have at least two staff members on duty. Although he did a magnificent job, the one gentleman on duty had to tend to three different major tasks all by himself.

MICHAELD P. 
Rating:
4.0

The customer service was excellent. The store was very busy, yet was running like a well oiled machine. I was very impressed by the young woman who was working by herself and handling the influx of customers with great patience and quickly yet accurately handled all transactions. I will rent from here again.

RACHEL L O. 
Rating:
5.0

Its all good..

ROBERTJ D. 
Rating:
5.0

Customer did not leave a comment.

Robert P. 
Rating:
4.0

Very good customer service

QUENNEL L P. 
Rating:
5.0

Customer did not leave a comment.

ROSE C. 
No reviews have been submitted for this location.

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