Customer did not leave a comment.kathy Z.
Customer Reviews for U-Haul Moving & Storage at Rochester International Airport
Rochester, NY 14624
(off Buell between Chili Ave and Brooks Ave)
Services at this Location:
- 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.
Customer did not leave a comment.MaryAnn D.
Terrible customer service, wrote a review and was told, 'you will hear back in 3 days'. Nope, still waiting, and its been 3 weeks.Navya N.
Customer did not leave a comment.Suzanne E.
Customer did not leave a comment.Manuel R.
The van we rented smelled of cigarettes and perfume. Was supposed to use it for 6 hrs but had to move faster as I didn't want all my belongings smelling like that.Miguel S.
My original cargo van was clean and well maintained, then it experienced a lit dashboard light indicating a problem. I exchanged it and was given a van that was dirty on the exterior, seemingly clean on the interior but smelled horrible on the inside. After 2 days an unopened box of frozen pizza was found under the front seat.Cindy H.
Customer did not leave a comment.Ron M.
Customer did not leave a comment.Daniel B.
Great service overall, although the delivery of the boxes to the new house was late and it was hard to get in touch with the driver on the day of delivery. But that was a minor inconvenience, all things considered.Robert W.
Customer did not leave a comment.Timothy S.
Best customer service everCay S.
S'all good.Matthew M.
Nothing. This was a very positive experience. Thank you!Daniel B.
Customer did not leave a comment.Ellison H.
The truck leaked into the storage area damaging my belongings and a steady stream into the cab onto my shoulder and back. I bought the insurance but its clear from the initial letter the intention is to avoid responsibility for the damaged goods from the leaky truck.Michael Y.
Amazing people, amazing customer service!izy O.
The gentleman that I dealt with were amazing!! My truck didn't have power to the trailering lights and they both went above and beyond to figure it out and got me on my way!! Would definitely go back there again!!Teresa C.
Customer did not leave a comment.Ralph K.
I am 8 months pregnant.. I let this location know I may need an extra day on top of the two I had paid for upfront. They were like okay just call us the day before so that I did no one ever put it in the system then the next day I received calls that I'll be reported stolen. So I was under so much pressure to get the truck empty even though I did what I had to do on my part. And also on top of that I was not treated like I should be by neither workers.Aliyah B.
Customer did not leave a comment.Christian G.
Customer did not leave a comment.Nancy E.
Customer did not leave a comment.Brian L.
It was a great experience. I had done one in SF two weeks ago, and tried the mobile check-in and check-out, and that took almost 25 minutes to complete the check-in. This took about 1-2 minutes with a human being. Not sure if it was because I was "trusted" at this point, having already done one recent rental, or if it was because it was human vs mobile, or if it was the location.Scott J.
When you bill monthly for the uBox, why not tell everyone you need 48 hours notice to get access to your ubox. I called on Saturday 8/20 to see if I could get my sons college stuff that we stored in the ubox at Ajax Rd, Rochester,NY. To my surprise after driving 10+ hours from Maine to this uhaul center at 50 Ajax Rd, Rochester,NY, I was told by Cay Sauie that I would not be able to access it until Monday 8/22 after 9am. Unfortunately I was not aware you need to give 48 hrs notice. I asked to speak to a manager and she told me she was the General Manager. I went back the next day hoping to find someone that would have a heart and let us get my son's belongings which some were desperately needed for his Monday Morning classes. Well unfortunately for me Cay was there sitting at the desk playing on her phone. I asked her if we could get to the ubox, Cay stated that she was the only person there and she did not know how to operate the forklift. How can Uhaul have one person working on a Saturday on such a busy time of year that all the kids are going back to school?? Well, I guess Anthony who set me up with the U box forgot to explain to me back in May 2022 that I need 48 hours notice to get to the ubox. I asked Cay if it was possible just to walk over to the Ubox to retrieve the paperwork ,books and school supplies out, she said ,no. It appears to me that UHAUL should hire some people that have some life experience and not some heartless young person that just wanted to get back to playing on her phone or what ever she was doing on there. When I finally got there Monday Morning, when Cay said she would have my Ubox outside waiting for me, yup... no such luck. Cay wasn't there, my box wasn't outside, there was one young man sitting at the dock door playing on his phone the whole hour I was there. I spoke to Helen who told me she would have my ubox out right away, No other customers in the store and the young man still sitting at the dock playing on his phone never got up,(maybe he was on break). But approx 30 minutes later my box was dropped off next to my truck. I was told by Nancy to come back in to tell her it was emptied or I would continue to get charged for the ubox. I did and then Nancy( I believe that was her name) told me the printer was out of paper so she could not give me paperwork showing I was done with the rental. She said she would have it emailed to me. Usually you get that email while you are still there, nope, not this time! lol. So on my way home to Maine I spent approx 1 hour between being on hold and getting disconnected after waiting forever and calling back just to get confirmation that I returned the ubox.... SO, Be AWARE, NANcY SAYS 48 Hour notice is required to gain access to your ubox! I have been using UHAUL for over 30+ years, unfortunately there is no more competition to keep them in line, the prices are going thru the roof and the service is going down the drain! Good Luck, hope you have better service or better yet try somewhere better. Im thinking the mom and pop storage places would be so much more appreciative of your business. Just FYI, It makes no mention on there pricing index on the wall that you need this type of prior notice to gain access.... They cost me alot of extra money that weekend between staying an extra day at the airbnb, meals, gas, my dog that was staying at the doggy daycare.... so unfortunate, if she was just nice enough to say lets just walk over and you can grab the few things that were in the box... but no..... I learned a valuable lesson here, hope you all do too....George T.
Customer did not leave a comment.Robert W.
Cashier was wonderful. Top notch service.MICHAELC W.
The employees you have working there are great Is fast and courteous. Picked up a trailer and was out within 15 minutes of arriving. 10 out of 10 ratingJerold B.
I rented furniture pads with the van. An improvement would have been that the pads were already in the vehicle when I arrived.Kris S.
Customer did not leave a comment.Andrew S.
Thank you for such an easy pick up and drop off. Moving is stressful and you made the rental easy.Arthur N.
My contract said I needed to call before I dropped off the equipment. After several attempts, I decided to simply to drive there and drop off the equipment. I was not greeted so I went in. The attendant only wanted the key. Wasn't interested in checking my paperwork, the vehicle, or fuel level or number of packing blankets etc. I was not asked if there was any maintenance issues that needed attention. He told me I was all done and could leave. I received no confirmation that I had been there or that everything was correct in accordance with the contract. I was surprised in the lack of follow-up, but left as instructed. In point of fact, when I picked up the truck, the attendant informed me there was a problem with a sender in the tire pressure monitoring system. I also noted that the AC would cut out and heat would come on during acceleration. I'd suspect a vacuum leak somewhere but I'm not diagnosing the problem for you. Otherwise, the equipment performed as it should and was returned in the same condition it was in when picked up. Thank you.Dan W.
Polite young lady, very helpful. Thank you.JoseA P.
The movers I hired through a u haul website recommendation never showed up. There is a $225 pending charge for them on my credit card that I have asked to be stopped. Very disappointed with this aspect.Elizabeth B.
As the UHaul employee was removing the trailer from my vehicle, the front of the trailer scratched my car and left a foot long mark across my back bumper. When I mentioned this to the employee, he lied to me saying that he did not cause the scratch.Andrew M.
Customer did not leave a comment.Yolanda D.
Customer did not leave a comment.Nancy R.
I can't think of anything! After my last U-Haul experience at a different location, I was not expecting much. I was however seriously impressed with the woman who checked me in. I would absolutely recommend this location to people and have since gone back to purchase supplies as well.Carrie L.
Even though I was given a longer window to return the vehicle,I didn't like that someone with a reservation after mine for the initial truck I rented was able to bump up their pickup time and I was given a different truck,they should have been given that other truck.SHELLY F.
Customer did not leave a comment.Christina P.
Customer did not leave a comment.Brian T.
Customer did not leave a comment.John F.
Customer did not leave a comment.James L.
Customer did not leave a comment.Patricia B.
Don't make someone drive two-way when they bought a one-way truck and then not fully compensate them for it.Richard C.
Customer did not leave a comment.leida R.
Thank you for your services and kindnessBrandon M.
The Truck was brand new and clean. The front end was in need of a serious alignment. The wheel had to be held at 7-2 to drive strait there was to much play in the front end that made driving this truck at times dangerous because it was tough to keep straight through construction zones with narrow lanesSharon F.
The uhaul representative was the best, very efficient,courteous and knowledgeable. She made the rental very easy and is a great asset to your business.Neil G.
Website is hard to make any changes, had to callKaren M.
Both ladies inside were very helpful and knowledgeable. The man who hooked up the trailer was great also. Only complaint is that if one is not used to hauling a trailer regularly, space to get the trailer out, or especially back in is hard.Cathi W.
Customer did not leave a comment.Lisa G.
Customer did not leave a comment.Francesca S.
Customer did not leave a comment.Michelle C.
Customer did not leave a comment.Brett G.
Customer did not leave a comment.Jay M.
Customer did not leave a comment.ALLISON M.
Customer did not leave a comment.Yolanda D.
People were very helpful and professional at both Uhaul locations. Late shipment meant scramble with movers who cooperated as best they could and adapted to changes in schedule - very challenging move.Linda B.
Customer did not leave a comment.Manuel R.
Customer did not leave a comment.Jennifer D.
The box was 5 hours late for drop off. Under no circumstances should uhaul be affiliated with suthern brothers for help moving. They did not come at all to deliver our container or move it. We incurred $200 in extra expenses getting a mover last minute when suthern brothers failed to deliver our box or help us move. Uhaul should not have them on their list or be contacting with them.Loreen N.
Great stafflisa J.
This was the worst experience I had working with U-Haul. I had a reservation in Brockport at Lakeside Automotive which was only 1 mile from my location. When I showed up to pick up my truck, no one was there. I contacted U-haul on-line and they put me through a pick up with a lockbox. None of my keys were in either lock box. I was then re-routed to Ajax road which was about 15 minutes away. This was a timed delivery and I almost didn't make it. The staff at U-haul on line as well as the Personnel at Ajax road were great. This form will not allow me to leave feedback for Lakeside Auto in Brockport. I would ABSOLUTELY NEVER make a reservation there.John P.
The U-Haul pod boxes arrived initially on time to be loaded. Arranging delivery for the pods at the new location turned into a nightmare. I scheduled movers according to the date the pods were initially scheduled to arrive. The pods did not arrive as scheduled which led to a lot of confusion canceling and rescheduling movers.Tina B.
Customer did not leave a comment.Ken F.
Customer did not leave a comment.Vivian K.
Customer did not leave a comment.David K.
Customer did not leave a comment.Rob L.
I reserved a specific date, time, and place and then got told that wasn't available the day before I needed it. I then had to call UHaul multiple times to find out that the truck was ready when I wanted it, just not the location where I wanted it. So that worked out fine and I was happy with that it was just a lot of going around in circles. I went to to pick up the vehicle, and no one was there to help, and I had to wait 15 minutes till someone finally got there to help me. Overall, things ended how I needed them to, so I'm happy with that. Just disappointed this service isn't 100% reliable :/Dawn D.
Nothing. The women that helped me were excellent!Michael B.
Customer did not leave a comment.Colby D.
Customer did not leave a comment.anne E.
Customer did not leave a comment.HORACE L.
Nothing good to say about this location.Nicholas B.
They charged extra me without notifying why? I called and no ever answered.Sayonarie R.
Nothing. The lady that took care of me when picking up the trailer and then dropping it of was awesome. An asset to your company!!!JOSEPH C.
More gas in trucksCory T.
If it ain't broke, don't fix itâ€¦ excellent U-Haul truck rental experience, indeed!Suruba W.
convenient to airport and large inventory of moving supplies, knowledgeable staff and efficient in/outDavid H.
Improve coordination at uhaul destination office office and shipping recipient. Information was incorrect about expected delivery date.Michael O.
Customer did not leave a comment.LATRISHA N.
Customer did not leave a comment.Voncil J.
Customer did not leave a comment.thomas S.
I know your policy says there is no reimbursement for gas. But I spent 135$ on gas and there was no way to work with me on my bill to split the cost on the gasamadu J.
Customer did not leave a comment.Johnell C. | Overall Experience
Customer did not leave a comment.breanna D.
So clean and the lady who helped me was wonderful.Abbey S.
I was very satisfied with everything!Tim W.
Staff is very helpfulMaryJo B.
All Good 👍crystal R.
Great customer service I was in and out I'm In minutes.Luis A.
Customer did not leave a comment.Gaycia Y.
Customer did not leave a comment.Adolph B.
Customer did not leave a comment.Gaycia Y.
Customer did not leave a comment.Mary S.
I went online and reserved the U-haul Van and all I had to do was check in at the office and get the keys. The workers there were very nice and friendly.Kori M.
Customer did not leave a comment.Alejandro S.
Retrain your employees told them that the transmission was slipping in the van they just shrug their shoulders and plus I am still waiting for a receipt to be emailed to meJoseph C.
By far, the best experience I have ever had at a U-Haul store! The team was outstanding!!Robert B.
Customer did not leave a comment.Minjie H.
Cleanest storage in Rochester! Great customer service! Thank You Anthony!Camille Z. | Overall Experience
I 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 Experience
Everyone 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 Impressions
The check in process was easy and the staff very helpful.Frank R. | First Impressions
Manager 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 Impressions
Customer did not leave a comment.Larry V. | First Impressions
The help very fast and family 👪 like, very good for business....James H. | First Impressions
Customer did not leave a comment.Camille Z. | First Impressions
Just excellent - especially for people who have not yet worked with U-Haul before like usPiet V. | First Impressions
Great experience! Definitely, I will use this storage facility again.Alfonso F. | Overall Experience
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
Very satisfied, Thank you Anthony for having car ready to pickupKevin J. | Overall Experience
friendly staff great to work withTom R. | Overall Experience
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
Very nice and definitely feel the my car is in great hands.Curtis M. | First Impressions
Customer did not leave a comment.John M. | First Impressions
Excellent facility and excellent service. We hope to continue using this facility over the coming years. Staff was especially helpful!Forest R. | Overall Experience
It’s great storage space for my needs. Clean and secure.MARY JO B. | Overall Experience
Customer did not leave a comment.ALEX P. | Overall Experience
Customer did not leave a comment.Andrew F. | Overall Experience
Always courteous and approachable!Larry V. | Overall Experience
The 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 Experience
The staff was very accommodating to our needs.RODNEY C. | Overall Experience
Thank youKim A. | Overall Experience
Staff was great and very helpful. It’s great storage space.MARY JO B. | Overall Experience
Everything 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 Experience
Large facility that's well lite. Seems very secure.ALEX P. | Overall Experience
I'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 Experience
Two 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 Experience
All 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 Experience
Excellent service! Punctual, efficient, pleasant and professional.Teri V. | Overall Experience
Storage 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 Experience
Thank youMichele K. | Overall Experience
Fast friendly and efficientALEX P. | Reservation
We 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 Experience
The 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 Experience
Although 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 Experience
The 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 Experience
Staff were rude at both pick up and drop off.Carolyn S. | Overall Experience
Delivery 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 Experience
your reps were very helpful and accommodating each time I made a visit...Mary P. | Overall Experience
They were extremely accommodating, friendly, and helpful! Great experience!!Alice B. | Overall Experience
Great service and the staff is very friendly.CHRIS W. | Overall Experience
It’s my third or fourth year in a row pretty sure I will be using it again next yearOrtiz C. | Overall Experience
Everyone helpful. Especially Miguel. I would do it again.raymond t. | Overall Experience
The 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
Additional Services at this Location
We have the largest selection of new trucks!
Our cargo and utility trailers start at $14.95!
We have the most coverage in North America!
We ship across town or accross the world!
We sell hundreds of products to make moving easier!
We have the largest selection in the industry!