Customer Reviews for U-Haul of Henrietta

7,521 reviews

290 Jefferson Rd   Henrietta, NY 14623
(Corner of Brighton Henrietta Rd across from Barnes and Noble @ RIT)

(585) 292-7000

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 11/25/2021: 7:00 am - 3:00 pm

Services at this Location:

Contact Us

(585) 292-7000

290 Jefferson Rd
Henrietta, NY 14623
(Corner of Brighton Henrietta Rd across from Barnes and Noble @ RIT)

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
Special Operating Hours
  • 11/25/2021: 7:00 am - 3:00 pm
  • Free towing inspection
  • Propane pay at pump
  • 24 hour customer return

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

Great experience. Fast check in and check out.

MICHAELDAVID G. 
Rating:
1.0

I had reserved an appliance dolly with my truck reservation and it was not available when I arrived (on time) to pick up the truck. The person working said he had just given the dolly to someone else. What exactly is the point of reserving equipment ahead of time if it won't be available. We had to move a refrigerator with the regular dolly which was very challenging. I wasted 45 minutes on the phone trying to find a dolly at another location to no avail. There was no gas cap on the truck (it was open) Totally unprofessional and unacceptable I expect u-haul to compensate me for my wasted time I have already filed a complaint and will rent from Penske next time.

michael E. 
Rating:
5.0

Customer did not leave a comment.

Hector D. 
Rating:
5.0

Customer did not leave a comment.

Charisse M. 
Rating:
4.0

The Trailer tires were ready to be changed..would not have been good for a long haul..

Brian M. 
Rating:
5.0

Customer did not leave a comment.

Maharshi S. 
Rating:
5.0

Your staff at this location are wonderful

Susan R. 
Rating:
5.0

Customer did not leave a comment.

TERENCEM S. 
Rating:
5.0

very easy. .worker was very helpful and pleasant.. great kid..

GAVIN B. 
Rating:
4.0

I reserved a dozen moving pads with my vehicle rental, but when I picked up the vehicle I was told that no moving pads were available. They had all been rented out that morning. I made my reservation a week in advance. I gave plenty of notice that I needed pads. Some should have been put aside for a reservation and not given out to other people. By the way, I picked my rental up at 10am. No other customer for the whole day had pads that they could use.

MICHAELD S. 
Rating:
5.0

Customer did not leave a comment.

RONALDEDWARD JR A. 
Rating:
5.0

Customer did not leave a comment.

anthony M. 
Rating:
3.0

Customer did not leave a comment.

April B. 
Rating:
5.0

Customer did not leave a comment.

Pakeerathan S. 
Rating:
4.0

I recommend that your websites are faster and your trucks are more well-maintained.

Ahmet B. 
Rating:
3.0

Something was wrong with the rental I had, it took several attempts to get the truck to turn over which resulted in wasting time also, I believe something was wrong with the gas needle, I moved within the same complex, not understanding why the rental would have needed gas?

Carla A. 
Rating:
3.0

It is not easy to fill up the tank to an amount other than a full tank. I accidentally overfilled it beyond the required 3/4 of the tank. It really sucks that I cannot get a reimbursement for that. I feel that it is a cunning strategy that you use! I am not happy with that at all.

ROSHANLALINTHA P. 
Rating:
5.0

The employee was really great.

Michael M. 
Rating:
4.0

The back door needed greasing, very difficult to open. The ignition key did not fit easily into ignition, very rough. Impossible for me to open the gas cap, had to wait for a kind soul with large hands. Thanks for the UBS ports in the lighter.

PATTIE B. 
Rating:
3.0

Customer did not leave a comment.

Priscella M. 
Rating:
5.0

Way too long a wait to get in touch with someone on the phone line at Uhaul. I still have not received my receipt, so I don't know what my recent charge was

Julie C. 
Rating:
5.0

Customer did not leave a comment.

Richard C. 
Rating:
2.0

Short staffed, long line, equipment that was reserved not available, ended up with a huge truck instead of the van reserved. Guy working counter was very nice, a computer problem with overbooking.

Mary K. 
Rating:
3.0

It's what you expect from uhaul. Truck handles poorly, steering wheel is clocked to the left. Reserved a dolly, and didn't actually get one...

Dan S. 
Rating:
5.0

Customer did not leave a comment.

MICHAEL G. 
Rating:
5.0

Customer did not leave a comment.

Samantha S. 
Rating:
5.0

Customer did not leave a comment.

Julie C. 
Rating:
3.0

They let a bad truck go back out on the road. After being told repairs were necessary.

Philip T. 
Rating:
5.0

Overall good experience

Jane C. 
Rating:
3.0

I rented a motorcycle trailer even though I own a larger trailer that isn't specifically for motorcycles because the lift gate is only 4' long and quite steep and does not have a wheel chock. Well, much to my disappointment after trying unsucessfully to load a motorcycle onto the rented Uhaul "motorcycle" trailer I found that the lift gate was short and steep even though the trailer is much lower and the bike undercarriage got hung up with only the front wheel on the trailer. I had to find two other strong willing men to lift the rear of the 650 pound motorcycle up high enough so I could get the bike loaded and moved to a new location. Sad to say that I probably would not rent a motorcycle trailer again from Uhaul unless the ramps are lengthened or they supply a drive up style ramp so that there is adequate clearance at the top of the incline.

Daniel B. 
Rating:
4.0

I did not get what I reserved. Although I got a bigger trailer for the price of the smaller one, it was no bargain. It was heavier so it was harder to pull( more gas spent). It blocked my view and our stuff was sliding all over the place so longer to pack n tie everything. This was a last minute change. Not appreciated.

ROBERT C. 
Rating:
5.0

Customer did not leave a comment.

Pakeerathan S. 
Rating:
4.0

Customer did not leave a comment.

VIKTOR B. 
Rating:
4.0

Customer did not leave a comment.

Mary M. 
Rating:
5.0

Customer did not leave a comment.

MICHAEL B. 
Rating:
4.0

Wait to check in was over 40 minutes due to lack of staff -- one person was handling it all and did a great job but there were at least 8 maybe 10 in line at 9AM. Lack of staff is affecting many businesses in Henrietta NY. Have no complaints about the one person working; as I said he did a great job.

Howie D. 
Rating:
3.0

Understaffed. Poor guy was doing everything with no help. The place would be better if there wasn't only one person working there

CYNTHIAMARIE S. 
Rating:
2.0

I reserved a 26' truck online, was contacted by UHaul to direct me to this location for pick up and when I arrived, was told no truck was available at all. They finally gave me a 15' truck (with a 'check engine light on) which required two trips for the move instead of one. I was told by the rude attendant, "this happens all the time". Very disappointed and will seek other options when renting again.

Kevin W. 
Rating:
5.0

Customer did not leave a comment.

Arleen Joy P. 
Rating:
3.0

Customer did not leave a comment.

Barry V. 
Rating:
3.0

Customer did not leave a comment.

Benjamin W. 
Rating:
2.0

I signed up for the mobile U-Haul return as we knew we would be returning after hours. When we got there, the program would not read my location despite my repeated attempts and my turning my location services off and on to get it to register. The advertised free wifi was unavailable, and there was little information on what to do otherwise. When I got to the location there were boxes piled high and tools around the drop off area, as though someone left in the middle of a job. I tried calling U-Haul and waited almost a half hour for someone to talk to me, but no one picked up. I ended up dropping the keys off and taking a picture of my mileage but had to pay the $20 penalty through no fault of my own. I was very frustrated and disappointed.

Stephanie B. 
Rating:
5.0

Customer did not leave a comment.

BRIAN M. 
Rating:
3.0

Customer did not leave a comment.

Kaylee M. 
Rating:
5.0

Customer did not leave a comment.

Anthony J. 
Rating:
3.0

Having the location changed from where I requested a good month before I needed to rent was a real inconvenience. When I responded NO to "safety insurance " yet I was charged for it was unacceptable. I would appreciate a refund for the $80 -90 additional fee that I had to pay after I DECLINED.

Maria E. 
Rating:
5.0

Customer did not leave a comment.

EGERIALAVERNE T. 
Rating:
2.0

When I arrived Saturday Sept 18 at 9am, there was a man who was very helpful at the desk. He was on top of things. When I returned the truck 2 hours later, there was a man at the desk with ear buds listening to music and looking at his cell phone. He had customers in front of me who were asking for pricing and he could not/would not provide the details. He was rude and drove away multiple customers. With about 4 customers in line, he went out to check the mileage on the truck. He was in the truck for 10 minutes playing with his cell phone. More customers left.What a disaster. The truck as debris in it left by earlier customers. the transmission was not good -- shifting from lowest gear took some time and the truck struggled. The ignition was in disrepair as the key had to be jiggled just so in order to start the truck. Your local manager seems to be dropping the ball.

Laura W. 
Rating:
2.0

The location and time I chose for pickup was not available. Uhaul notified me of this and the time and location was not convenient for me - it was several hours later than requested. I had to adjust my other appointments to accommodate Uhaul's change of availability. I returned my rented trailer after 30 hours (not 48) I requested to have my 2-day rental rate reduced because of Uhaul's change to my plans but that was not done. Uhaul should have made a concession for inconveniencing me.

Michelangelo G. 
Rating:
5.0

The young man that took my order went over an beyond the call of duty. He is definitely a good asset to your company. He seen i had a deadline an he made it happen. Job well done( I apologize I can't pronounce his name an dont want to mess it up).

Wanda L. 
Rating:
5.0

Customer did not leave a comment.

wayne K. 
Rating:
5.0

the most beautiful experience during the time of difficulty for me they were very courteous I customer service is top-notch I recommend them very highly I thanks for all your loving and care Ms.Brown

SEBONYAJASMIN B. 
Rating:
5.0

Customer did not leave a comment.

Josephine C. 
Rating:
5.0

Everything was quick and easy. The staff was very professional. Van was clean and ran well.

Nick P. 
Rating:
5.0

Customer did not leave a comment.

Katarina W. 
Rating:
5.0

Customer did not leave a comment.

Scott M. 
Rating:
4.0

Customer did not leave a comment.

Abe G. 
Rating:
3.0

While it wasn't too bad, the truck was pretty dirty inside the cab. Could tell people had drinks that spilled/dripped and there was mud smeared all over the inside of the windows. Never did figure out how to adjust the mirror on the passenger side, I would have asked when I picked it up but the guy just handed me the key and walked away so he wasn't much help. Not the worst experience but not impressed.

Jamie T. 
Rating:
4.0

Customer did not leave a comment.

John G. 
Rating:
5.0

Customer did not leave a comment.

Bret A. 
Rating:
5.0

Customer did not leave a comment.

Quentin S. 
Rating:
5.0

Customer did not leave a comment.

Michael K. 
Rating:
5.0

Fast, speedy service. Second time I have had to use UHaul equipment and I will always use it again.

Julianna W. 
Rating:
4.0

While the truck served its purpose, I was disappointed that I was still charged for 24 hours even though I brought it back same day (it was picked up at noon and brought back at 6 pm). Each time I started the truck, I had difficulty turning the key in the ignition, as something in the mechanism made it next to impossible to turn the key. This problem should be addressed by whomever does maintenance. Because of this problem, I was compensated the gas, as I explained that I didn't want to turn off the truck, and have so many issues starting it, again. Your staff, while friendly, never showed me around the truck to enlighten me of the ins and outs of it. I was handed the keys and told where to find the truck and where to drop it off.

Yvonne K. 
Rating:
3.0

Listen to what the customer says when they want to order a 26 footer, and not a 15 footer. I had to get rid of some of my furniture.

DAVIDDEAN R. 
Rating:
5.0

Customer did not leave a comment.

Jonathan H. 
Rating:
3.0

Customer did not leave a comment.

Mark K. 
Rating:
5.0

Customer did not leave a comment.

Maximiliaan H. 
Rating:
2.0

Customer service was poor, the truck I received had less than a quarter of a tank of gas in it. Overall not a good experience. The job got done, but it wasn't easy or pleasant.

Ann D. 
Rating:
5.0

Customer did not leave a comment.

Scott C. 
Rating:
4.0

Customer did not leave a comment.

Gary S. 
Rating:
5.0

Customer did not leave a comment.

Jay E. 
Rating:
3.0

Place was closed.

Jennifer P. 
Rating:
5.0

Pick up and drop off was very good. I just think the policy of reserving and counting on a truck reservation and then having someone call you a day ahead and tell you your arrangements regarding location and truck size need to be changed is very unsettling. A reservation being made should mean it's available.

John H. 
Rating:
3.0

Customer did not leave a comment.

Edrick R. 
Rating:
5.0

Customer did not leave a comment.

JOHNALLEN K. 
Rating:
5.0

Customer did not leave a comment.

Quentin S. 
Rating:
5.0

Customer did not leave a comment.

Wendy V. 
Rating:
1.0

Train your employees to be professional with customers.

Mohammed H. 
Rating:
5.0

Easy Rental

DAVIDMICHAEL S. 
Rating:
4.0

Your company continues to excel in what you do with rental vehicles. Please keep up the great work. It's also very much appreciated that you have nice NEW vehicles.

Steven G. 
Rating:
3.0

Customer did not leave a comment.

William B. 
Rating:
5.0

Customer did not leave a comment.

VICKI E. 
Rating:
5.0

Customer did not leave a comment.

Liliana P. 
Rating:
5.0

Customer did not leave a comment.

Mukthiar B. 
Rating:
4.0

Customer did not leave a comment.

DAVID L. 
Rating:
5.0

Customer did not leave a comment.

Michael G. 
Rating:
5.0

Customer did not leave a comment.

Stephen O. 
Rating:
3.0

Customer did not leave a comment.

Concetta M. 
Rating:
3.0

Customer did not leave a comment.

Walter O. 
Rating:
4.0

Customer did not leave a comment.

Michael M. 
Rating:
5.0

Customer did not leave a comment.

Katherine R. 
Rating:
3.0

There is a disconnect between the online experience and in person experience. They make it sound like a breeze, but it is not. My rental was for 10 AM, I arrived at 9:55 and I left at 10:35. I felt bad for not having patience with the in person service (who seemed very nice, but your location was far under staffed and they were overwhelmed with customers). It is also not clear what "Skip the line" means, when no other store ever does that. Why not use a lock box and key code for customers who do things online? When I eventually did "skip the line", my truck had already been rented apparently which left me waiting even longer. When returning the truck, the location has signs for where to pull up to (which is not a parking spot) and the online app tells me to take a picture of where I parked for the next customer... which obviously is not going to be that location because that truck will be moved. Of course, you guys are the standard for truck rentals and I couldn't have done my move without you! I am very appreciative. Although the small inconsistencies in the process and the lack of in person staff made it really frustrating.

Christopher D. 
Rating:
1.0

We reserved the truck a month before and we had to wait over an hour for it to be returned because the prior customer didn't know they needed to bring it back. Low gas and brakes were sketchy. No one at the counter when we got there. Nasty customer service

jack W. 
Rating:
5.0

Customer did not leave a comment.

alex L. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey A. 
Rating:
4.0

Staff was super friendly and efficient in their checkout process. There was a lot of stuff scattered around the grounds that would look better if picked up but I may have just been there on a big turn over day. The truck I rented was clean and ready to use and with your online app the return after store hours was easy and efficient. Very happy with the UHaul experience. Thx

Raymond B. 
Rating:
5.0

Customer did not leave a comment.

Parag P. 
Rating:
4.0

Customer did not leave a comment.

Stephen L. 
Rating:
2.0

Entrance into the facility was congested both outside and inside the doors, the area should be kept clear for people to enter safely.

Gregory I. 
No reviews have been submitted for this location.

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