THE Worst Uhual location in Rochester. These people made my life literally Hell.. Highly wouldn’t recommend renting from there esp the from the fat black guy.

Extremely rude and unprofessional service. I called at 4pm to rent a van on a Sunday and showed up at 4:40 after confirming the pickup over the phone with all the details set including returning after hours, as this location closed at 5pm. As we pulled in, the gentleman outside the shop greeted us with an upset, unfriendly, and. unprofessional tone. He was upset that whomever I spoke with on the phone added me in and he made that very clear with eye rolls, body language, and attitude. He proceeded to complain and use profane language as he asked me for the details. While, the van we ordered ended up having braking issues (which is fine and not the problem, I can understand that as well as it being a Sunday last minute, regardless, as I mentioned earlier all of the details had been handled over the phone) he was extremely rude and that type of behavior is unacceptable. The rental itself was cheap but, I guess that means the customer service was as well?? I will not be using U-haul for any moving purposes ever again.

Very professional 2 cashier service here at different times and overall good experience

The manager was so kind and helpful. I will sure be using their service soon again

There is no customer service at this location- any interactions you have(at least with the guy working Saturday mornings) are nasty, confrontational and unprofessional. One star only because the truck was clean and in good condition.

Gave my rental an extended day with no problem for like $30

Renting a U-haul is not what I would call fun. And the computer systems that U-Haul works with are a pain in the butt. But Miss T was really helpful in getting us in a truck ASAP and being really clear and honest. If you pay attention and go in with a smile and some patience, U-Haul at Lake Ave will be a good experience. The truck was in perfect condition & they were straight forward about the fees and such. Oh, and I recommend getting the $14 insurance. I didnt need it luckily, but it was great peace of mind to have.

Rent a van for moving stuff. Very easy

Its Bait and switch says free mo rental for storage and when you ask the man working there, who looks like he should be a customer, about it he states doesnt apply, after staring at you for 3 min like a deer in headlights. Worst customer service, doesnt look or act professional. Try E Ridge Rd better service and professional looking staff.

People work very hard to make moving easy for you

Thumbs up👍Processed efficiently w/ Mobil app.No problem.

Very nice n treat you with respect

Customer service there was the worst. Not professional at all.

Thee general manager is lazy and isnt interested in helping the paying.

Was great but the representative they got today I think he no speak because I ask a question and no answer me but the reservation was ok great place

Probably the unfriendliest guy i ever met. I dont think he should be in customer service. He acted like my presence was just an irritation. Dont bother with online check in, down loading cc info or copyong you DL. They still have to do everything manually. Including emergency phone contacts. Glad im taking the truck one way. Maybe the guy at the other end will like humans. One last thing. This truck has 121k miles on it and looks like it hit everything but the lottery.

The initial Man I saw at the location was very accommodating to My needs, BUT I was given a truck with a bad alignment. I forgot something in the truck & called them but havent heard back since...

Nice place to rent a truck and storage if you are planning on moving

Excellent customer service. Employees were efficient and friendly. The process was easy. I would use this location again and highly recommend it to anyone looking to rent a Uhual.They also have a store full of everything you need from tape and boxes to trailer hitches.Perfectly satisfied.

This is the place to rent your uhaul they always have one to rent..

One employee working when we need more, you cant schedule the unknown.

Maybe have more than 1 employee working on a Saturday afternoon. she was helpful. But it was way too busy for 1 person. Took over an hour just to return the truck.

I will NEVER come back to this place except to see a manager. We rented a van today. First of all the online process is annoying. The links didnt work via phone and the lazy customer service rep behind the counter wanted to say it was easy. Totally unhelpful. Whatever. Thats not the worst of it.When we returned it, just a half hour ago, a little later than expected, my girlfriend went in to give back the keys. She told me the jerks behind the counter gave her a hard time. I WISH I had gone in there with her. How dare they be rude!! No matter what time we returned it, you are in Customer Service!! I left a complaint on the website, but believe me, I will be coming back to that location to speak to a manager. You shouldnt get away with that kind of behavior. I will make sure they are reprimanded. I didnt go back today because my girlfriend asked me not to, but Ill be back. HORRIBLE EXPERIENCE. Giving obligatory one star

The guy that worked in there was not a pleasant person

Great clean respectful

Rude staff, he need to be more friendly with the customers (1/1/2021)

Very helpful staff. Knowledgeable and courteous. Great for local rental. Large variety and supply of various size trucks. You can reserve online or in person. (The price is cheaper with an online reservation, which can be made within an hour of pickup). Be aware that availability is less on weekends and the 1st of the month. Moving accessories (hand truck, dollies, boxes, bubble wrap, moving blankets, etc.) are available for purchase or rental. No public restroom. No handicap parking.

Complete service with great customer service

I always have a really quick, easy and pleasant experience with this location. Ive rented trucks from them three different times over the last few years with no problems. Trucks are in decent condition and the process is easy, especially if youre picking up early. Would recommend!

Worse place to go, RUDE service, the worker needs to be FIRED, replaced to more friendly and helpful people.

Pure thieves!I rented a pick up for 24hrs over a month ago. When I brought it back the app kept crashing and I couldnt check it in so I walked in and told the guy to check it in for me, that was at 9.30 in the morning. I prepaid for 30 miles and drove 51 miles.They charged me for after hour services, double charged on the miles, and double charged for the protection plan and for the daily charge. When they called to go over the charges she wasnt willing to do that at all and actually hung up before I could pay what I thought they deserve to have.I get the economy isnt that great right now but it makes no sense to steal from people who already doesnt have much.

Reasonable prices for ur trucks

Save your time! Do not come here always got a issue!

Uhaul on lake ave.. prices are awesome.. thank you.Hope this is helpful👍

I needed the truck more than 1 day and it worked out well. Had to get another truck last minute to move a refrigerator and they had one, very pleased. Cost me much less than a new fridge would have .

Management at the time i was there,Shewas very professional And knew her job too the T.I like how she had her daughter sweeping outside the place it looked nice and clean around this business.I didnt catch her name and now i wish i had,Bless this employee and U-Haul best keep her.Lake Ave,Roch,NY.

The guy there was so rude

This is my go-to location for my rental truck needs. They have a great team that helps the customer have a great experience. I highly recommend using them when you want a cube truck for your move!

I would rather carry my belongings on my back across town before I ever rely on their service. Save yourself time and money by not using u-haul. Specifically the location located on Lake Ave. If I could rate their business zero stars I would. Simply for their lack of customer service and for being fraudulent, scammers. I rented a truck through them for 2 hours. Upon returning their vehicle they told me I had crashed their truck and charged me $140. Might I add, I had purchased the insurance package for X amount and I did not get into an accident. They told me I had taken the truck to a location where the “accident” had supposedly occurred and the mileage to that location was well over the amount of miles I had used on their vehicle. When I spoke to a representative from their location they were highly unprofessional and told me they would have a manager return my call (which they did not).

DONT BE TRICKED!I went to this U-HAUL to get a vehicle for moving a couch. I asked for 2 hours, starting from 5:35 PM. The rude, lazy, tricky individual working there told me to bring the vehicle back at 8:30 PM. I didnt even need 3 hrs, but I was like OK cool.It was after I brought it back that if I return it after hours theres gonna be a 20$ extra fee. That person didnt tell me and pushed me and tricked me. I called UHAUL and they said its mentioned in the contract... As if we read every single contract in detail every day!I def will never come back to this place.

Great customer service. Fast service

👍

I was over charged. It seems that a 17 mi trip took the 2.5+ gallons of gas and more. They tried to charge me the 30$ charge plus 16$ gas charge for 4 more gallons plus tax. When I returned the truck it was checked in during regular time and all was fine with the gas and 17 mile charge. It wasnt till I asked for the mileage credit between the 35 I was charged for and the 17 that I knew of the surprise charge. Now arguing to get a refund of 50$. Moving is hard enough but this is just terrible. I was even told that if I stop payment until this is corrected that they will fine me 30$. Wow such a treat.

This is were people who dont like to do anything all day get jobs.Horrible horrible horrible.except for maybe one guy..He was cool.

The lady there that helped me was very friendly polite went above and beyond

Wasnt as bad as I thought it couldve been but the lady that helped us couldve been a little less stressed and more patient...

Great location, selection, and service!

Horrible customer service. Would never recommend this location. Uhaul reservation was not even there when we arrived and they were completely unwilling to help and showed no sympathy. Had to rent a truck from somewhere else. Why have the option to reserve ahead of time if the employees arent going to make sure the vehicles are ready or notify the customer if they arent.

Highly expensive. When renting be sure to have enough people to help and for at least 4 hours depending on the load of your haul and the distance from storage.

Weve used U-haul for every move, and are very pleased with the ease of renting and returning. Thanks U-haul!

Great service, clean trucks. They made moving a breeze. U-Haul saved me a lot of money. Thanks U-Haul!!

Very helpful, I dont like to return truck on line but its my go to location

The lady at this place is outstanding . she wants your business and shows it! It might be a bit of a pain going to lake ave but it is worth it. After dealing with both UHauls on E Ridge Rd. It was like walking into a diffwrent business. Im going back when i need a utility vehicle!

Please do yourself a favor and just use any company other than U-Haul. U-Haul treats you like number, not a person. Everyone who works there is very rude and unprofessional, and they really dont care that you say that about them.I rented a truck for 24 hours from Lake Avenue, brought the truck back 8 hours earlier than it was due back but the branch was closed, and the link to electronically return it didnt work, so I left the truck at U-Haul and I was forced to take home the key and bring back in the morning when my 24 hours would expire. I made it to the parking lot at exactly the due time, but got to the checkout counter 3 mins late. Well, I was charged late fee and almost double my rental fee for being 3 mins late. I suppose this location has found out that in order to increase revenue, they have to rip people off. When I made a complaint, the manager basically said rule is rule and they have to follow the rules. When I called corporate, it appears corporate is powerless when it comes to branches protecting company name and reputation (well, maybe they dont have a good reputation). I regret not using one of the local guys, or Penske or other truck renting companies for my move. I have another move scheduled for 3 weeks, I will cancel that reservation asap. I vow NEVER again to do business with U-Haul. News Flash U-Haul! Things happen that cause people to be 3 mins late (including long wait lines at your counter due to poor customer service), so being revenue driven, at any cost, would eventually lead to loss of return customers and reduced revenue in the long run.

The staff was SO unprofessional. He was very rude and everytime a customer walked out he started bad mouthing them. Talking ab how stupid they are. I waited in line for 30+ minutes to get the rest of the money back and he is counting the money in the drawer first. That took over 10mins and he never apologized. A couple people came in and he spoke over all the customers in line to rudely say if you dont have a reservation I dont have nothing for u. Then when they left went on to tell us people do this all the time, like how dumb can you be? He complained the entire time it took just to get my the rest of the money back. He was in a horrible mood and def took it out on the customers. On top of that, he smelled really bad. Like REAL BAD! I will NEVER come here again and highly recommend anyone going somewhere else.

Dont try to reserve a truck from here. Your reservation will mean nothing. Reserved online 10 days in advance. Arrived on time, waited in line for nearly an hour only to be told my truck had been given out. No help sourcing a truck from another location, nothing. Just had to start walking....Horribly run dump of a location. Avoid at all costs. As a matter of fact, avoid Uhaul as a company period. Terrible experience.

The clerks were very helpful. The self checkout was a bit of a pain, but the AM staff was helpful. If internet connection wasnt bad, it wouldve been faster. I think I also didnt really know what to expect with it which also made it frustrating. I bought an item online that oki thought I was supposed to pick up, however the store didnt see anything of it. This was also very frustrating, but I can dispute the charge online when it comes through as I did not pick it up.Over all the store was clean, had a decent amount of supplies, and the staff was very nice and helpful. Please remember to take a smart phone with you. Self vehicle return can take 5-10 minutes with good internet. There is no wi-fi at the store.

Tight driveway, be sure to park your own vehicle in the street.

Make sure you ask specific times for what morning:, midday, and afternoon mean because it is not colloquial terms. midday was not given to me as an option and I picked afternoon, expecting something no later than 3 pm. Apparently afternoon means 6 pm to u-haul. Show me one person who said, Ill be over this afternoon. and showed up at your house at 6 pm or later and Ill change my review to 5 stars.

Very happy rented a truck to move into my place cheap clean no problems liked it alot

Its always a hit or miss with this place. Sometimes its amazing service, other times theyre short staffed and about 10 people waiting to rent trucks.

Very rude unprofessional acted like it was an issue to rent me a truck so i took my bussiness else wjere

Efficient however She talked too fast ATMe instead of TO me...

This is a great place to move your stuff

This is just what you need when youre ready to leave.

Benjamin is nice but Tedana is so unprofessional and rude. She was so sarcastic and nasty. I asked if she needed the master order number to look up my order and she said No, Im psychic I just know everything. When we found out that my early check in didnt go through, she said thats a damn shame and didnt offer to help and kept swearing even though she reminded herself out loud multiple times mustnt swear on duty, mustnt swear on duty ...and then continued to swear at me on duty. Ill never go here again.

It was pretty decent experience. Not great, not bad.

You will be over charge. Dont come to this location.

Ghetto as Ghetto can be. Rude, poor customer service and very unwilling to help. On top of that lazy and terrible attitude. I will never return to this business. Especially when the manager was the worst out of everything.

Friendly service but only one person running the whole operation so there was a bit of waiting around.

They need more workers during their busiest hours. And the employees need a better ATTITUDE!!!! Theyre always soooo miserable.

Busy, but staff is pretty amiable when they have time to get things done for you.

Under staffed....need more help

The woman was very nice and understanding every time I came

If I could give them no starts I would. The employees here are rude and don’t know how to help people who are unfamiliar with the place.

Service could have been better what you order online and pay for it is not what you usually get when you go to the location

System was down the whole day, which was a bit disappointing, but they were able to keep things in order amidst all the turmoil.

These guys are super kind and funny, give em a raise!!

A great place to go

Customer service was terrible. The employees were rude and one employee even swiped the back of our U-Haul truck and the side mirror (when we were returning it) because he was trying to get another truck out of the parking lot. The employee was rude to us when we pointed it out and denied that the cars hit when three people (including myself) witnessed it. We werent charged for any damage, hopefully the person renting the other truck wasnt charged. Will not be going to that location in the future.

A decent enough experience however in the Vans get absolutely horrible gas mileage.

Fast service but the lot is small.

Quick in/out. Doesnt take long

Efficient friendly, never had a problem.

The guy was friendly when I was there, but the truck smelled like cat urine and the seats were dirty. The location puts their phone in the back office so they dont have to answer it. The office will also put a hold on your account that extends beyond the day of rental and return, even after theyve signed a contract saying youre getting the deposit refunded. Dont use this location.

Cancelled our reservation the day before we had to move. Now no truck to move with. Wish I went with another company.

Ohhh my God!!!this guy working in the morning give me hart time😡😡He stay outside for 15 minute doing nothing.Im the only costumer and he let me way and way😞😞Next time never I go rent in Lake Ave.😡😡😡

Bad customer service super lazy didnt want to look up information lack of communication (Mike) was the worker

Poor service and extremely slow. Definitely not what was expected.

Good customer service and products.

Terrible service. Employees are rude

Horrible service skills, always people standing around and parking lot wasnt plowed, staff had no care in the world, truck was stuck in the parking lot and they sat and watched while customers got it out..very poor customer service.

Good vehicles and customer service!

Friendly

All the uhaul was token and they was ignoring me for about an hour

Overcharging on debit card awful service unsatisfied customer never will I use their services again.

Clean place nice workers

They were good on service and when the truck had mechanical problems.

Greatest service and politely people

Good service