Customer Reviews for U-Haul Moving & Storage at Rochester International Airport

1,264 reviews

50 Ajax Rd   Rochester, NY 14624
(off Buell between Chili Ave and Brooks Ave)

(585) 272-8912

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) 272-8912

50 Ajax Rd
Rochester, NY 14624
(off Buell between Chili Ave and Brooks 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
  • 24 hour customer return
  • Boat storage
  • RV storage
  • Vehicle storage

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:
5.0

Customer did not leave a comment.

Michael R. 
Rating:
5.0

Customer did not leave a comment.

Charles A. 
Rating:
4.0

Customer did not leave a comment.

Gwendolyn D. 
Rating:
5.0

Customer did not leave a comment.

Charles S. 
Rating:
5.0

Customer did not leave a comment.

Klaus P. 
Rating:
2.0

No one was at the front desk to check me and another person in or sell us boxes. If you're facing the front desk there is a sign on the door behind you that says if nobody's at the desk to knock on the door probably 15 feet away. Truck had multiple drink containers behind the seat and it's like a bag of Chex mix was spilled on the floor behind the driver seat as well. I did not think to look behind the seat when inspecting the truck. The truck they ran and me also leaked and it was raining for about 36 hours straight by the time we got home and unloaded the next morning the whole storage space above the cab of the truck had soaked everything inside.

Martha M. 
Rating:
5.0

Customer did not leave a comment.

Allison M. 
Rating:
4.0

I am not tech savy and after hours return was difficult!

James B. 
Rating:
5.0

Both staff members that assisted me were kind and helpful. Picking up and dropping off the trailer was quick and seamless.

Nathan M. 
Rating:
5.0

All was good she was pleasant and informative.

Luis A. 
Rating:
5.0

Great experience!

Sharonda B. 
Rating:
5.0

The staff was very friendly. I will utilize this location again.

Denise F. 
Rating:
5.0

Friendly and efficient

Dawn K. 
Rating:
5.0

Third time I've rented from this location. The service was great. In fact, I forgot about my pick up time on this rental and a rep called me to remind me! Rental was clean and well maintained. My fourth rental from this location will come this Saturday.

Robert T. 
Rating:
5.0

Anthony is AMAZING!!!!!!!!

John Q. 
Rating:
5.0

Anthony Spitz at the Rochester, NY location on 50 Ajax Rd was beyond amazing! With his help, our move across the country couldn't have been any smoother. He's a great asset to U-haul and I can't give him enough praise. He helped me handle what I considered a fairly complex situation with ease and without making me feel like I was the pain that I felt I was. I am forever grateful for Anthony's understanding and help.

John Q. 
Rating:
3.0

I wanted to pick up the equipment where I lived but had to travel to another location which added $25 in mileage and fuel to my costs. you used to move equipment to be more convenient for the customer. But apparently you do not care about customer service any more

John D. 
Rating:
5.0

In general the mileage was ridiculously close. I went directly from uhaul location to son's apartment to my home in syracuse and then returned the truck. I was allowed 100 miles. God forbid if there was even a short detour. Very stressful.

Mark H. 
Rating:
5.0

Just excellent - especially for people who have not yet worked with U-Haul before like us

Piet V.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

myron M. 
Rating:
4.0

Customer did not leave a comment.

James D. 
Rating:
5.0

Customer did not leave a comment.

BONNIE N. 
Rating:
5.0

Customer did not leave a comment.

John S. 
Rating:
5.0

Customer did not leave a comment.

Flora A. 
Rating:
5.0

The customer service agent we picked up from was so friendly and helpful! Moving is so stressful and it was a breath of fresh air to work with someone so kind. Thank you!

Daniel M. 
Rating:
4.0

Customer did not leave a comment.

Shalonda D. 
Rating:
4.0

Customer did not leave a comment.

John W. 
Rating:
3.0

Customer did not leave a comment.

PATRICKJOSEPH C. 
Rating:
3.0

Customer did not leave a comment.

Amanda M. 
Rating:
5.0

Customer did not leave a comment.

Kimberly J. 
Rating:
2.0

Your web application for pick up and return is horrible? You have my license on file, why do you need pictures again. The whole process was cumbersome and clunky.

Paul B. 
Rating:
5.0

Customer did not leave a comment.

Michael W. 
Rating:
4.0

Customer did not leave a comment.

Kenneth F. 
Rating:
5.0

Customer did not leave a comment.

James W. 
Rating:
5.0

I had some issues with the on-line experience but the folks at the location took care of everything very efficiently and professionally. I'm very glad I went in and discussed with them.

Geoffrey G. 
Rating:
5.0

The customer service was excellent and professional

Bradley G. 
Rating:
4.0

Customer did not leave a comment.

dory M. 
Rating:
4.0

Customer did not leave a comment.

Kirk P. 
Rating:
5.0

Customer did not leave a comment.

Ronnie H. 
Rating:
5.0

Customer did not leave a comment.

CAROLANN C. 
Rating:
5.0

Not all Uhaul sites are equal this is a good one, the lady running the place was solid in every way great customer service.

Leonard H. 
Rating:
5.0

Customer did not leave a comment.

Eileen D. 
Rating:
4.0

If the service advisor told us that the chain might hit the road we would've given this an excellent rating.

Frederick P. 
Rating:
3.0

Customer did not leave a comment.

Joseph K. 
Rating:
3.0

Customer did not leave a comment.

George K. 
Rating:
4.0

Customer did not leave a comment.

SANJIV A. 
Rating:
5.0

Customer did not leave a comment.

Nicholas A. 
Rating:
5.0

Great experience! Definitely, I will use this storage facility again.

Alfonso F.  |  Overall Experience 
Rating:
5.0

I appreciated that everything was prepped and ready to go when I picked up. Both pickup and drop off went quickly. Thanks!

RONALDK L. 
Rating:
5.0

Customer did not leave a comment.

Alyssa P. 
Rating:
5.0

We had a GREAT experience with the staff person at the Ajax Rd location. I don't remember her name, but she was so pleasant and helpful! It's been a while since we have had need for a uhaul truck, but we're so glad we chose you guys this time!

DALIA F. 
Rating:
3.0

I rented a 5x8 enclosed trailer, I had to purchase a hitch from uhaul that they installed. They sold me a drop down 2 inch hitch and put it on my 2021 escalade. The entire drive home from uhaul the back end of the trailer would rub on ground when I went over the smallest bump. I called uhaul and could NOT get anyone on the phone there, 5 attempts. All I wanted to do is exchange the 2 inch drop hitch for a 4 inch drop hitch at a much closet location to me, the 1-800 number said absolutely not.. Had to go back to original location of rental (45 min away) . How am I suppose to go back to original location with trailer so they can fit properly the correct hitch ? So it can damage the uhual or even my escalade with the jerking bumping situation over every bump? I had to go to lowes in a different car to purchase the correct hitch. I WOULD LIKE MY REFUND FOR THE 2 INCH HITCH AND BALL THAT WAS NOT USED

Kristi S. 
Rating:
3.0

Customer did not leave a comment.

Patricia G. 
Rating:
5.0

The Woman working there was quick and knowledgeable. It was clear she works to get the customer going/out the door, as quickly as possible. Steve

Stephen P. 
Rating:
5.0

Customer did not leave a comment.

Bennett G. 
Rating:
5.0

The sign says to pull up and wait in the car but no one showed up; my wife had to go in and find someone. Otherwise, the guy was nice and had us checked out quickly.

John K. 
Rating:
1.0

When I tried to return the truck through the app it just kept clocking. When I went inside the store the lady was very very rude. I told her I couldn't return it online due to it clocking she said you need to get out of it. I advised I tried and it wouldn't let me. She went out to the truck and came back in minutes later. I asked how much the total was and she said it was whatever I paid online and she couldn't tell me how much or give me any receipt. I felt from the second I walked in the door I was just bothering her.I still don't know what my final bill is.

James C. 
Rating:
3.0

Truck cab wasn't swept out.

Jessica S. 
Rating:
5.0

Customer did not leave a comment.

Gerardo E. 
Rating:
5.0

In and out on a flash

Harry S. 
Rating:
5.0

I think a bigger option of a U-Box would be ideal. If you have furniture, I would not recommend this. A bigger version of this would be great. I would recommend this if people don't have furniture.

Joshu A. 
Rating:
5.0

Customer did not leave a comment.

Heather P. 
Rating:
5.0

Thank you very much for everything! 😀

TARA D. 
Rating:
5.0

Customer did not leave a comment.

Catherine K. 
Rating:
5.0

Service agent was very friendly and efficient.

Todd R. 
Rating:
5.0

Customer did not leave a comment.

Daniel D. 
Rating:
5.0

Customer did not leave a comment.

Allegra C. 
Rating:
4.0

Make the renting process shorter, or put it before the picking up the truck part. Takes too long.

Gebri M. 
Rating:
5.0

Customer did not leave a comment.

George L. 
Rating:
5.0

Customer did not leave a comment.

JACOB R. 
Rating:
5.0

Service was competent, friendly and quick. The price was more than fair. I would go back anytime. Great people.

James L. 
Rating:
5.0

Hire more excellent employees like the lady in Rochester who helped me

Harold S. 
Rating:
1.0

very low key unfriendly attitudes.

Mark J. 
Rating:
4.0

Customer did not leave a comment.

KATELYN C. 
Rating:
5.0

Everything was great but getting a hold of you on the phone was extremely difficult.

James O. 
Rating:
5.0

Helpful.

ANDREWJAMES M. 
Rating:
3.0

Your support line is super broken, I had a simple question and I was on hold for an hour until my call ended up in Connecticut for some reason without ever having the issue solved.

Ryan M. 
Rating:
3.0

Nancy at the desk was great, very helpful and efficient. However, Anthony the manager was awful. Our first interaction was him telling me my reservation needed to be changed to a day earlier, he offered no explanation, no alternative solutions and was outright rude. Completely unprofessional and unwilling to help. If it wasn't for Nancy, I would've given 1 star.

Ryan S. 
Rating:
5.0

Extraordinarily helpful, cheerful customer service rep with 3 drinks! She was enthusiastic, efficient and competent. She also had a great sense of humor. She is a GREAT representation of your company.

Julia S. 
Rating:
3.0

Customer did not leave a comment.

Marvin J. 
Rating:
5.0

Customer did not leave a comment.

Cayla S. 
Rating:
2.0

My pick up location was changed during check in to M&M LLC.

Noelle M. 
Rating:
2.0

My experience at this store was mostly positive. I was, however, pretty upset that I had to drive back to the store 5 hours after returning my van to find out why I had not yet received confirmation of my return. Apparently, someone did not complete the check-in. A major inconvenience that caused me to lose valuable time that day.

Richard S. 
Rating:
4.0

I would really like to thank Nancy and Anthony for their help. We needed to make an adjustment to our rental and they worked very hard to ensure that we were able to make those changes and we really appreciated all of their effort.

David D. 
Rating:
5.0

Anthony is always spot on! Makes me wonder if he ever has a bad day, bc I know we all do, but you'd never know it working with him! A young female, I didn't catch her name, was great when I returned my equipment. This is my number one go-to location. Thank you, Ajax Road U-Haul!

Jenea R. 
Rating:
5.0

Customer did not leave a comment.

Sharron L. 
Rating:
5.0

Customer did not leave a comment.

Yuncen H. 
Rating:
5.0

Very helpful staff.

John W. 
Rating:
5.0

Customer did not leave a comment.

Marc A. 
Rating:
5.0

She was very helpful, got us checked out and out the door shortly. Very helpful with questions and instructions on equipment. Return drop off went quick.

Peter G. 
Rating:
3.0

The box was delivered and picked up, but it could have been by magic since I never got a call about either the drop off or pick up. I just appeared and disappeared

Mario M. 
Rating:
5.0

Customer did not leave a comment.

Katarina R. 
Rating:
5.0

Customer did not leave a comment.

Adam S. 
Rating:
3.0

Hire people to answer the phone and get boxes to the destination when you say you will. This is directed towards Uhaul overall, not the specific Rochester location. It was overall a very horrific experience. I spent hours (literally) on hold with your customer service over the few weeks we had belongings in a Ubox. And our stuff did not arrive within the guaranteed time.

Sara A. 
Rating:
5.0

I'm almost hesitant to say anything for fear of U-haul realizing they could be charging more, But U-haul equipment definitely over delivers for the price paid. I rented a trailer and was totally happy with it. Easy on line check in and after hours drop off. It went very well for me. Steve in Rochester NY

steve P. 
Rating:
5.0

Customer did not leave a comment.

DANIELEDWARD S. 
Rating:
5.0

The location is close to the airport. The staff was efficient and processed me quickly.

Leslie M. 
Rating:
5.0

Customer did not leave a comment.

Clifford F. 
Rating:
5.0

Customer did not leave a comment.

Willis M. 
Rating:
3.0

Customer service from the older woman at the desk sucks. She just rambles on without allowing the customer to hear or be heard for their concern. Also I do not appreciate being told I could only use my military discount on Veterans Day or if I came in office in my full uniform. She doesn't have a clue of what should be done let alone how to just do her job and tend to the customer.

London R. 
Rating:
5.0

The office staff was extremely helpful, courteous, and knowledgeable. It was a great experience. Everything went smoothly.

Elizabeth R. 
Rating:
5.0

Great customer service! 😊

paul S. 
Rating:
3.0

I 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 Experience 
Rating:
5.0

Very satisfied, Thank you Anthony for having car ready to pickup

Kevin J.  |  Overall Experience 
Rating:
5.0

friendly staff great to work with

Tom R.  |  Overall Experience 
Rating:
4.0

While 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 Experience 
Rating:
4.0

Very nice and definitely feel the my car is in great hands.

Curtis M.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

John M.  |  First Impressions 
No reviews have been submitted for this location.

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