Customer Reviews for U-Haul of Henrietta

7,999 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

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
  • 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

They were great

Judy N. 
Rating:
5.0

Seamless and streee-fre!!

Richard B. 
Rating:
5.0

Jefferson location is best experience I have ever hard will continue to go to that location

Jenette S. 
Rating:
2.0

Truck had a reverse light out which I was kindly told about by the local police (partially my fault for not doing a complete vehicle check before leaving). The air blower was not working… no air or heat available. Someone had clearly smoked in the truck which the smell was pretty bad. Minor complaint…I asked the store if they offered a military discount, I know that it is a store to store decision. The answer I received was “I don't think so/I don't know”. Not an acceptable answer. It's either a yes or a no. Employees should know their policies, I am sure I am not the first person to ask. I have rented plenty of trucks in the past and this was by far the worst experience.

Zachary C. 
Rating:
4.0

I was called the morning of my rental saying that the truck I was to have wouldn't be returned on time, so I had to change locations in order to have the van I needed. I say there should be some penalty to people who don't return their equipment on time, and some compensation to people who are thrown into disarray because of situations like this. For example, charge people $20 for not returning the equipment on time, and discount my bill by $10. for my inconvenience. U-Haul still makes $10, and I appreciate your consideration for my trouble and my opinion of U-Haul would be much improved.

Philip C. 
Rating:
3.0

I requested furniture pads but none where available. Thankfully they where able to remove them from my reservation.

Patrick W. 
Rating:
5.0

Customer did not leave a comment.

Patrick C. 
Rating:
5.0

Customer did not leave a comment.

Katherine O. 
Rating:
5.0

The woman representative was very efficient with assisting several customers at the same time. We have rented before and experience much longer wait times.

Dina P. 
Rating:
4.0

I called and made arrangements to pick up the trailer at the Augusta location. Unfortunately the Augusta location could not uphold the agreed commitment and I had to pick up at the Waterville location, it was a little ways out of my way, but I needed it and unfortunately U-Haul has the monopoly on car trailers in the new England area. Both locations the employees were polite and knowledgeable. Its all on U-Haul....I have been using U-Haul for the past 40 years, it has definitely changed.. I have four kids that I put through college, always moving them back and forth from our house back up to college 550 mile away. The price has skyrocketed! really... why? I use the same car haulers.... I started using the u box instead of moving stuff back and forth to home, but after the last time, I really question u-hauls back bone... They were not fully staffed(my opinion) at the Rochester New York place that I had my sons stuff stored, When I called Friday to pick up the few things that I had stored in the u box that he needed for his classes on Monday, I as told by the manager that i could not pick up until Monday AM. HUGE... INCONVIENCE!!! I had to stay longer at the air bnb just because they could not accommodate me. Workers were just sitting around on their loading dock just smoking cigarettes', very upsetting after driving 11 hours and being told that I would have to wait 3+ days.... so be aware of there policies that were not posted anywhere! Makes you wonder why there isn't competition in the area

George T. 
Rating:
5.0

Staff was fast, friendly, efficient.

James P. 
Rating:
5.0

Customer did not leave a comment.

Clauden L. 
Rating:
5.0

Was a very smooth transaction. Very pleased with the service. The truck was ready when scheduled. The check out was quick and easy.

Gregory S. 
Rating:
1.0

Truck was shaking while driving very bad. Stopped another dealer and they said "call 1800 U-Haul" instead of giving is another truck line we asked.

JEASON M. 
Rating:
5.0

The service person this morning was particularly friendly:)

JULIEK C. 
Rating:
4.0

I was disappointed to find out that while returning the vehicle late Sunday night, I was penalized $ 20 for an after hours return ! I would think Uhaul would be please I made a late night attempt to get it back to them to be used early the next morning - not punished. Yes, there is a sign I now have seen over the return key hole BUT try reading that sign in the dark late at night !!!!!!! No one in the shop Friday morning every warned me of a penalty for a Sunday night returned. I do NOT think it is fair. Ron Stochl 585-233-4018 rstochl1@rochester.rr.com

ron S. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey B. 
Rating:
5.0

Customer did not leave a comment.

CARMEN O. 
Rating:
5.0

Dakota was amazing at Jefferson location I originally went lake ave store and there customer service is awful I will refer family and friends to Jefferson location

Jenette S. 
Rating:
5.0

Customer did not leave a comment.

Ronald A. 
Rating:
2.0

My truck was given to someone else. The delay in getting the new truck caused me to run late and I was charged extra as a result.

Jordan D. 
Rating:
4.0

Customer did not leave a comment.

Shannon K. 
Rating:
5.0

Customer did not leave a comment.

Natalie K. 
Rating:
5.0

Customer did not leave a comment.

Charles S. 
Rating:
5.0

Customer did not leave a comment.

Fay G. 
Rating:
4.0

The staff met me outside at the vehicle. This transaction went smoothly as well. Would definitely recommend to others.

alicia R. 
Rating:
5.0

Be able to rent the car hauler one way. I had to rent it for 4 days and drive it down and bring it back because you couldn't rent it one way

Michael B. 
Rating:
1.0

I was changed from a 20' truck to a 26' truck and never notified. This was a huge inconvenience and cost me more in fuel and much harder to drive. When changes are made to a reservation or when something isn't available, you should notify the customer in advance rather then having them show up and be given the wrong equipment.

Marc T. 
Rating:
1.0

There was garbage overflowing at the dumpster and all over the ground. The air unit to fill tires was ripped off and spewing air… the online application so check in didn't work smoothly and with full reception and WiFi. And I still have not received an email that my checkout was complete even though the website said I would get one shortly. This was an all around poor experience from pick up to drop off and I will not be using UHaul again for my next move at the end of the month

Brad E. 
Rating:
2.0

I reserved pick up at a completely different location never told difference had to go out my way and miles. And I had to pay for it bullshit.

Danielle C. 
Rating:
5.0

Excellent customer service!

david H. 
Rating:
4.0

Customer did not leave a comment.

erin C. 
Rating:
5.0

Customer did not leave a comment.

Renee H. 
Rating:
5.0

Customer did not leave a comment.

JULIEK C. 
Rating:
5.0

Outstanding!

paul L. 
Rating:
5.0

Customer did not leave a comment.

herbert S. 
Rating:
5.0

Customer did not leave a comment.

jason C. 
Rating:
4.0

Customer did not leave a comment.

Michael H. 
Rating:
1.0

Rude people. Unable to explain the process

megan H. 
Rating:
5.0

Customer did not leave a comment.

Abby K. 
Rating:
4.0

Customer did not leave a comment.

Douglas B. 
Rating:
5.0

Our service rep was fantastic. He was funny, thorough and quick. Great job!

Brenda M. 
Rating:
5.0

Still have not rreceived a statement detailing the final costs...

EDWARDP C. 
Rating:
5.0

Customer did not leave a comment.

alejandro R. 
Rating:
5.0

It was a little busy at 8am but the staff member waiting on me was terrific and very helpful.

David K. 
Rating:
4.0

Tell people that they have to do the truck evaluation before leaving with the truck and its sent to your email.

McKayla J. 
Rating:
5.0

We arrived to drop off a trailer on a very busy 90 degree Sunday afternoon. Despite that, Dakota handled my drop-off efficiently with a friendly smile. Well done.

SCOTT F. 
Rating:
1.0

Customer did not leave a comment.

Tianbo L. 
Rating:
5.0

The van DOES NOT hold a 1 bedroom apartment and queen beds have to be flat on floor to fit in van. Loading, reloading and reloading to finally fit the bedroom and kitchen. Fortunately (?) couch was sold before moving

Colleen P. 
Rating:
5.0

Everyone was friendly and great. Quick in and out with the cargo van.

Gary H. 
Rating:
4.0

The. 10 foot truck had serious problems with the transmission. From 0 -20 miles the automatic transmission would clank into lower gear, while back up traffic on the highway. Acceleration was the same situation, it would rev really high before switching gears. The seats are comfortable but no leg room for long distance driving like 9 hours of driving. Nor could you lean back on the driver seat your back was against the wall of the cab.

Jean-louis L. 
Rating:
5.0

Customer did not leave a comment.

Roman S. 
Rating:
4.0

Customer did not leave a comment.

WLawrence W. 
Rating:
4.0

Speed up check-in. I prefer in person check-in. Why does this take so long as compared to a rental car company? When I rent a car, it takes a minute or two at the counter. This was much longer. Some of the information I was asked for could have been included in the on-line reservation form. I still have not received my final bill by email as was promised.

Ralph D. 
Rating:
4.0

It was a very good experience.

Mark B. 
Rating:
5.0

Customer did not leave a comment.

Frank D. 
Rating:
5.0

Customer did not leave a comment.

Thaddeus Z. 
Rating:
3.0

The most difficult thing was starting the truck after releasing the parking brake. The instructions can't be read if in the driver's seat. The key didn't want to turn in the ignition. It never started on the first attempt. Three family members experienced this with me.

Joseph A. 
Rating:
5.0

Customer did not leave a comment.

Chad W. 
Rating:
5.0

N/A

Charlotte E. 
Rating:
5.0

Truck was ready and clean. Easy check in and drop off. Staff was great.

Martin T. 
Rating:
3.0

Make sure that you charge them correctly! I have been trying to call for 2 days to get a charge corrected and still can't get through.

LEAHWARREN A. 
Rating:
5.0

Customer did not leave a comment.

Andree T. 
Rating:
2.0

UHaul didn't have what I reserved, so I had to make different accommodations for my needs. The van was belching exhaust and needed a tune up. Seats had holes and cigarette burns. Poor equipment and poor experience. I'd like my money back.

Mark S. 
Rating:
4.0

Employee was helpful, cheerful, and quick, when we were ready to return the trailer - a nice place to do business.

Cord C. 
Rating:
4.0

Customer did not leave a comment.

John H. 
Rating:
5.0

Fast check in. Customer service friendly.Easy fast return.

Dirk S. 
Rating:
5.0

Customer did not leave a comment.

Anita G. 
Rating:
4.0

Customer did not leave a comment.

Paul M. 
Rating:
5.0

The rental process was pretty seamless and really made the moving process easy on the day that we needed a truck. Katie at this location is great and was super helpful. Thanks for a great experience.

Glenn H. 
Rating:
5.0

Great experience as far as renting a moving truck goes.

David R. 
Rating:
5.0

Customer did not leave a comment.

Jacob M. 
Rating:
3.0

Customer did not leave a comment.

Balaji G. 
Rating:
2.0

Our trailer was never marked as returned on our return date. I tried calling U-Haul and was on hold for an hour before being hung up on. Then I tried chat and never received a response after 40 minutes. We finally had to go to the store where the trailer was returned to sort the issue out. Only the manager at the store seemed helpful.

Matthew R. 
Rating:
5.0

We had some problems with my trailer brake and turn lights, and the staff at U-Haul was really helpful when troubleshooting the issue!.

Matthew R. 
Rating:
5.0

Customer did not leave a comment.

Haoyang Y. 
Rating:
4.0

Customer did not leave a comment.

Paul M. 
Rating:
3.0

Older building that's kind of run down. The truck smelled like cigarette smoke and was badly damaged on the outside.

Justin F. 
Rating:
5.0

Have more vehicles

john H. 
Rating:
3.0

Customer did not leave a comment.

Laquita L. 
Rating:
5.0

I did not receive an emailed receipt.

james L. 
Rating:
5.0

Customer did not leave a comment.

Theresa G. 
Rating:
4.0

Customer did not leave a comment.

Edward T. 
Rating:
5.0

Nothing, everything was pretty good !

elier M. 
Rating:
3.0

Customer did not leave a comment.

Ziwen Z. 
Rating:
5.0

A fantastic experience at this location! Can't remember her name, but she was kind & helpful. Days into the drive, I noticed the inside windshield was streaked & not super clean. Not sure if it was just natural Or if it hadn't been cleaned prior.

Marla H. 
Rating:
5.0

The person that checked us in was very polite and engaging.

Chuck R. 
Rating:
3.0

When I got there they pretty much just took my payment and pinged to the car that was mine. I have never used a uhaul so I had to study the car for about 10-15min to know how everything worked. They never told me anything about how to return the equipment after hours. Just no information. I then tried to find the drop box to place the keys and circled the whole building at 10pm trying to find it. Eventually I just placed the keys in the overhead visor and have been on hold for 20min trying to tell them that's where the keys are since there was no drop box. The uhaul was great, just not the location

Samantha G. 
Rating:
5.0

Customer did not leave a comment.

Krishna G. 
Rating:
4.0

Some extra travel since no trailer availability at my preferred location

john J. 
Rating:
1.0

I demand a call from regional management!

ThomasJ R. 
Rating:
3.0

Customer did not leave a comment.

Timothy C. 
Rating:
5.0

Customer did not leave a comment.

Marieke B. 
Rating:
3.0

The trailers floor was damaged and it was difficult to load heavy items. I had scheduled to pick up in victor and my reservation was changed to Henrietta. This added an hour to my day.

Ridgely B. 
Rating:
5.0

Customer did not leave a comment.

Laura C. 
Rating:
2.0

service was great at the start. Definitely should have the costumer go over the car with employee before and after to make sure both are clear about the condition of the vehicle. Many first time renters don't know what to look for and if it's a dink in the vehicle from a picture it might be hard to notice/see. From the experience I had it seemed like you aren't very friendly to first time renters which is how you will get second and third time renters.

Holly F. 
Rating:
5.0

Employee where very helpful and courtesy

DANIEL P. 
Rating:
1.0

They took an extra 8 hours to install the hitch. On pulling out the tech ran over another hitch laying on the ground with my vehicle. No apology

Nathan B. 
Rating:
4.0

Had some difficulty with the return after hours. I downloaded the app but wasn't able to check the truck back in. Staff was very helpful in the store.

Paul M. 
Rating:
5.0

Customer did not leave a comment.

Edward L. 
No reviews have been submitted for this location.

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