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.
License plate lamp was inoperative on initial checkout.
Otherwise equipment was in excellent shape and towed smoothly.
Your online app asks too many questions which makes it complex to use. It asked about where we wanted to drop off, but did not list the location that we eventually used for dropoff. Should just ask for the city.
SIDNEY L.
Rating:
3.0
Very unfriendly staff. Too much headache and online hassle
Jordan K.
Rating:
2.0
There was no barcode outside to scan to do after hours returns
Tristan K.
Rating:
5.0
Customer did not leave a comment.
Cihan C.
Rating:
5.0
Customer did not leave a comment.
Katherine M.
Rating:
5.0
Clean, convenient location, the truck was clean and ran well.
WILLIAMJ JR L.
Rating:
5.0
Customer did not leave a comment.
Linda G.
Rating:
5.0
McKenzie was great yesterday (5/31/21) with the checkout and helping relatives get their trailer rented.
DAVID L.
|
Overall Experience
Rating:
3.0
Get that truck off the road, not charge the customer for your equipment deficiencies.
Dana B.
Rating:
4.0
Customer did not leave a comment.
Elizabeth R.
Rating:
5.0
Customer did not leave a comment.
KEITHW R.
Rating:
5.0
Customer did not leave a comment.
PAULW B.
Rating:
3.0
Customer did not leave a comment.
Makenzie F.
Rating:
5.0
Customer did not leave a comment.
Marcel R.
Rating:
3.0
The ignition key did not work consistently. Per Uhaul employee “you have to pull the key in and out until you catch it just right for it to startâ€
Really?????? What would have happened if I said “let me take the Uhaul truck while you try my credit card. It doesn't work consistently but keep trying it'll go through eventuallyâ€...... 😯
ERICROBERT S.
Rating:
5.0
Visited Henrietta and Victor locations both locations staff was super helpful and professional!
RICHARDWILLIAM C P.
Rating:
2.0
Customer service was lacking in assistance and unable resolve a prior refund issue, though this is a national company.
Paul S.
Rating:
5.0
Great
James V.
Rating:
4.0
The after hours return process was a complete nightmare. The people at UHaul should actually try to go they the process yourself to see what a disaster it is.
DEREKJ O.
Rating:
5.0
Availability of auto transport trailers.
CARLF A.
Rating:
5.0
Customer did not leave a comment.
MARKK K.
Rating:
5.0
Customer did not leave a comment.
JASOND B.
Rating:
5.0
Customer did not leave a comment.
ASTONA S.
Rating:
5.0
The trailer had a few leaves, also sand and dirt. Not totally filthy but not even close to "broom clean." Before I returned the trailer to Gettysburg I vacuumed and mopped the floor. The U-Haul store in Victor NY was very helpful, courteous......no complaints about them. All in all, I am very happy with U-haul,
JAMES B.
Rating:
5.0
Customer did not leave a comment.
Steven K.
Rating:
5.0
Customer did not leave a comment.
GREGGSTEPHEN M.
Rating:
3.0
auto check in was not functional.
JOSEPHA B.
Rating:
5.0
The attendant that checked me out and in was friendly and efficient. Her name was Mackenzie Jones. Great employee. When I arrived there were several customers ahead of me and the phone was ringing off the wall. She handled everything with professionalism and speed.
TODDE J.
Rating:
5.0
Customer did not leave a comment.
Joel D.
Rating:
3.0
Customer did not leave a comment.
Allison B.
Rating:
5.0
Customer did not leave a comment.
Dennis I.
Rating:
5.0
This was our 2nd time renting from this location and it was as good as the 1st!! Pre check in was great and made service much faster!! The employee was very friendly too!! Thank You for the great experience!!
TIMOTHYR B.
Rating:
4.0
You need to provide a step by step guide to the 24/7 pick up process that can be reviewed ahead of time (not a just a video). I did not know my alternate contact had to be reached before I could pick up the truck. I rate the pick up process 2 out of 5.
Steven K.
Rating:
5.0
Customer did not leave a comment.
GIFTYE A.
Rating:
5.0
Customer did not leave a comment.
Toby E.
Rating:
5.0
Customer did not leave a comment.
THOMASM G.
Rating:
5.0
Monty and Mackenzie provided excellent customer service!
MICHAELP F.
Rating:
5.0
The customer service was excellent.
Michael S.
Rating:
5.0
Customer did not leave a comment.
CHRISTOPHERJOHN B.
Rating:
5.0
Customer did not leave a comment.
JUSTIN R.
Rating:
2.0
Didn't experience the best customer service. Rep was rude, cut me off when speaking and didn't have much of a positive attitude towards me. Monty was his name.
Kristen L.
Rating:
2.0
Counter help could have been more pleasant and helpful. Maybe a tad less attitude?
People that returned my calls were very nice and helpful
Stephen H.
Rating:
5.0
Customer did not leave a comment.
Marc P.
Rating:
5.0
Excellent. Maybe not have so much clutter around the check in. It's not inviting and cramped. It feels controlling. Open up the space.
Otherwise. An excellent experience, as always.
Wendy S.
Rating:
5.0
Great job at pick up! Dude was working all by himself and juggling many things at once. But still got me out in time with some serious hustle. Thanks!
Alan D.
Rating:
5.0
Customer did not leave a comment.
Robert C.
Rating:
5.0
Customer did not leave a comment.
Jonathan W.
Rating:
2.0
Returned the truck 9 hours late and spoke to the employee closing the shop to address the fuel issue I had on the pick up. He advised me that I would not be charged the late fee for the extra day rental due to the extra 3/4 tank of gas that I supplied. The next day, I received a bill for the added day rental. When I called the store, they told me there was nothing they could do about the extra rental charge and would receive no credit for the gas that I put in, 3/4 tank above what I picked it up with. This was disappointing as I have always had a great experience with u-haul and thought of this as a vey basic customer service gesture that would certainly be taken care of, but I was wrong.
Mike M.
Rating:
4.0
Customer did not leave a comment.
David R.
Rating:
5.0
Customer did not leave a comment.
Daniel M.
Rating:
5.0
Customer did not leave a comment.
Robert S.
Rating:
5.0
The after hours return process is not super easy I had to call and wait on hold for 40 minutes to find out that if you don't have a U-Haul app it will not work all the signs on the building should say to download the app not go to a website but otherwise very good the gentleman that helped me when checking in was very quick and explained everything to me
Alex S.
Rating:
5.0
Customer did not leave a comment.
MATTHEW S.
Rating:
5.0
Customer did not leave a comment.
Keith B.
Rating:
3.0
lower the price on the unit for 24 hours I could have rented a 16 foot long box truck for the same price the only difference is I will have to pay for the gas
Kevin B.
Rating:
5.0
I have rented from several U-Haul locations and the Victor location has had the BEST customer service. The store was clean and neat, the U-Haul employees were friendly and professional (Mackenzie & Monty) The process was quick and easy, I'm very pleased!!!
Michael R.
Rating:
3.0
I had reserved the truck a few weeks in advance at a discounted rate. That rate was “adjusted†to the regular rate 4 days before pickup. A little sneaky, but I'm sure you have some sort of disclaimer, so that you can do that.
Robert B.
Rating:
1.0
The Manager was very rude and un helpful!!!
Even though there were trucks availabel he did not bother to looks at..
He wanted to get rid of every customer..
The guy gave a key and did not know where was the truck parked.. Wasted an hour of time!
Costed twice the money..
The maintenamce was horrible
125K miles.. Gear shift horrible
Keys did not work on doors..One could easily get locked out on a lot in nowhere..
If it was my business I will not keep any of the guys!
MOHAMMAD Z.
Rating:
5.0
Customer did not leave a comment.
GREGORY K.
Rating:
5.0
Customer did not leave a comment.
RICHARDDENNIS S.
Rating:
4.0
Truck was a complete piece of shit...worn out. Rear tires were questionable if they would pass inspection. Was thankful roads were dry as I'm not sure it would have been safe otherwise.
Staff was good...rental truck...not so much
KATIEJ C.
Rating:
5.0
Customer did not leave a comment.
Jack P.
Rating:
5.0
Customer did not leave a comment.
JOSEPHALAN W.
Rating:
5.0
Customer did not leave a comment.
Amber M.
Rating:
5.0
Customer did not leave a comment.
Thomas C.
Rating:
5.0
Customer did not leave a comment.
PHILLIPANDREW D.
Rating:
3.0
Customer did not leave a comment.
JUSTINAARON JR C.
Rating:
5.0
Staff was very helpful and friendly.
Patricia L.
Rating:
4.0
Representative noted my problems with van and stated company could give me a partial credit which I doubt will happen.
GARY B.
Rating:
3.0
Location and equipment were excellent. 7/24 checkout using the mobile app was a disaster even on a nearly new Samsung phone. App repeatedly hangs while taking pics. Eventually had to complete using web page with help from U-Haul tech support. 40 minutes wasted. Fix and properly test your mobile app!!!
Iain G.
Rating:
5.0
Very friendly staff and the truck was perfect thank you
Vincent J.
Rating:
5.0
Customer did not leave a comment.
Theodore L.
Rating:
5.0
I used the mobile phone/contactless method to reserve, pickup and drop off the truck. It was great and I highly recommend it
Michael M.
Rating:
5.0
McKenzie was great. Very friendly, extremely efficient and overall an excellent employee to represent the company. Highly recommend keeping her around.
ROBERTC T.
Rating:
4.0
Customer did not leave a comment.
CM E.
Rating:
4.0
Nothing
NICHOLASP L.
Rating:
3.0
It took about half hour of tapping on a keyboard to get my original rental, even though I had checked in online. I had selected a drop off location, but the agent couldn't find it and had to get traffic control involved. The truck display had a maintenance alert, which the agent told me to ignore. On the next day, replacing the truck was a breeze and the person who helped me (the manager) was competent and quick.
VINCENTAVAK L.
Rating:
5.0
I had a great experience at Uhaul the guy was awesome and he deserves a raise😊
Deidrar J.
Rating:
3.0
Customer did not leave a comment.
AGNESY N.
Rating:
5.0
None
MICHAEL O.
Rating:
5.0
Customer did not leave a comment.
Robert B.
Rating:
1.0
If your employees would do as they say they would i would have rated better, i was told the truck had 1/2 tank i took a pic had 27 miles till empty! i left it with 120 miles till empty with pics of mileage and fuel levels, the employee said he would knock 10 bucks off since i way overfueled but never did, why wasnt the truck checked before it was rented to me? i feel i was overcharged and will think twice before i rent from uhaul again
Brian C.
Rating:
5.0
Excellent customer service
HEIDISLOAN N.
Rating:
5.0
Customer did not leave a comment.
Lenard D.
Rating:
2.0
So the online check in was a nightmare, I had great signal the entire time, the app kept saying “down for maintenance†or “please check connection†Also was a pain because my girlfriends father was the one driving, but I was the one paying for it, lead to a slew of issues involving the ID. Even with a NYS ID said I would also need two other alternate contacts or a passport, when I go into the store, the guy at the register was no help. I guess it would have been nice for the in store employee to be able to complete a check in even if it was meant for an online pick up.
WILLIAM S.
Rating:
5.0
Customer did not leave a comment.
Allan B.
Rating:
5.0
Customer did not leave a comment.
Jonathan K.
Rating:
5.0
Customer did not leave a comment.
ROGERWILLIAM JR H.
Rating:
2.0
Poor customer service. No knowledge on how return process worked. I asked multiple questions about how I would be notified on any additional charges and the employee was not helpful. I asked if there was a walkthrough needed for return of equipment and the employee just shrugged.
Customer service just poor.
DANIEL A.
Rating:
5.0
I wasn't entirely sure if I was supposed to wait for an attendant when dropping the truck back at the location. I ended up just using the online return service.. which worked out great!
Nathaniel H.
Rating:
3.0
Customer did not leave a comment.
ERINMARGARET M.
Rating:
4.0
Need more staff all I heard was I did even have my lunch yet. Then no one around to check van in when I brought it back.
Gregory M.
Rating:
5.0
Customer did not leave a comment.
Adam C.
Rating:
5.0
Customer did not leave a comment.
larry v.
|
Overall Experience
Rating:
5.0
We used U-Haul Moving & Storage of Victor for storage. We stored our things there for almost eight months. The storage facility is nice and clean and climate controlled. We especially liked that we could drive our cars and rentals right in to unload, and again to load when we left. This is great in any weather and especially nice when it’s too hot or cold out. They even have a nice little section where you can take or leave items in good condition. We bought packing materials and ended up renting a 15-foot truck when we were ready to move our things. The people there are great, over the course of this year we have spoken to four employees there. Each person was kind, treated us with respect, and was very helpful. I highly recommend using U-Haul Moving & Storage of Victor.
Mark W.
|
Overall Experience
Rating:
5.0
Lights in the unit.
Karen C.
|
Overall Experience
Rating:
5.0
Monty was excellent. Great employee who served out country in the USAF. Excellent hire!
larry v.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
jacqueline v.
|
Overall Experience
Rating:
5.0
This was a very positive experience. I particularly appreciated Mackenzie's positive and helpful manner on the phone when I was trying to co-ordinate my move-out remotely.
rebecca m.
|
Overall Experience
Rating:
5.0
wonderful place and amazing staff!
Sarah E.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Robert T.
|
Overall Experience
Rating:
5.0
Great service.
Karen C.
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
rita t.
|
First Impressions
Rating:
3.0
Checking in was difficult. Didn’t have my reservation as I booked it.
Jody L.
|
Overall Experience
Rating:
5.0
Access was excellent even on a rainy day since the vehicle could be loaded or unloaded while under roof.
We had several people helping us move. They all said it was great.
Larry N.
|
Overall Experience
Rating:
5.0
Friendly staff. Conveniently located facility. Clean and well maintained. Everything you would expect from uhaul! Thank you to all the people at uhaul of Victor!!
anthony f.
|
Overall Experience
Rating:
5.0
Very professional. Would use this facility again, very impressed!
susan z.
|
Overall Experience
Rating:
4.0
The people were great but no one could find my reservation on the computer. I had just enough time so the delay was unnerving. Kathy was a big help.
Scott B.
|
First Impressions
Rating:
5.0
This facility went above and beyond to accommodate my storage needs. Returning my rental trailer was quick and easy too. Couldn't be easier - Thank you!
Roy P.
|
First Impressions
Rating:
5.0
Adam was outstanding. My pick up he was so helpful getting me on the road. My return he was busy but kept engaged moving quickly to help several customers while working alone. Great asset to Victor st
Elaine V.
|
First Impressions
Rating:
5.0
Great crew, all were friendly and worked hard to complete their tasks.
Doug A.
|
Overall Experience
Rating:
2.0
Dirty toilet in the bathroom. Bad workers: Didn't know how to set alarm right. Dumb & bad operator on the phone I called due to alarm going off b/c alarm wasn't set right. Too expensive. Overall bad.
Rachel H.
|
Overall Experience
Rating:
1.0
I’m being over charged for the same unit that I see online for $30 cheaper and have been charged a $50 late fee at times for being 1 day late with payment.
Robyn E.
|
Reservation
Rating:
4.0
Great experience overall.
Carrie K.
|
Overall Experience
Rating:
5.0
The storage unit was perfect for the month that we needed it. Temperature controlling is a great feature. And it was nice that it was free due to our one way truck rental!