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January 2024 by Bruce Diamond
They seriously could’ve used another person working there as we were held up for half an hour while the one person helped somebody else who needed to tow a car. This made us late for the moving people who we hired. But the truck ran great, and except for the fact that they didn’t include the moving blankets we paid for, I really can’t complain. Well, not more than I just did anyway, lol.
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December 2023 by Myta Delgado
Whoever is training these new employers at this location should get fired. I wish theres a option to not leave any stars here because i will not leave even one star. PERIOD! Making customers waiting longer than suppose, supervisor said "sorry for the treatment from my employees there's new people here working"Why they made the option of reserving trucks, then when you go on time, they made you wait longer than the appointment time (2 hour wait) then, they have the nerves to argued with you about "you didn't rent the truck here" without asking you for your identification, name or searching on the system before, with your information. I was first in line so this particularly employee (Hispanic/ puertorrican dude) started calling people from the last part of the line leaving me and people behind me waiting on purpose. I'm Puertorrican and I felt that Puertorrican dude was been racist with even his own people and with the afroamericans also. I will find his name and that supervisor and I will make a report because that needs to stop or this place will ended up losing customers daily because of the lack of CUSTOMER SERVICES! Att: Myta.
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September 2023 by Jessica Bennett
Anthony was so incredibly patient and helpful! Thanks for making my experience so great. Give the man a raise!
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August 2023 by Nathaniel Pennington
5 stars for your on site employees, 1 star for the company:I would recommend the location, only because your on site employees are great. They go above and beyond to make up for the incompetence of the company itself. My experience with the app was a joke. I supplied the company with my license, credit card, a selfie, I paid for the extra insurance, gave up my first born child, etc and you forced me to give you multiple references to call as I stood in your parking lot waiting. Not to mention the app was buggy and wouldn’t register my clicks making check in take 45+ minutes. Maybe have your executives attempt to rent a U-Haul one time so they can have a customer experience. Im glad we are in the age of record profits though!
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August 2023 by Anastasia Polashenski
Great customer service in the morning and the online return was so convenient and easy.
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June 2023 by E.V. Hanks
Excellent customer service, the line was long. It’s a busy shop, but everyone was extremely thorough and helpful. Pick up and drop off was easy, I rented a trailer and the staff helped me connect and disconnect the equipment. Really great people there, U-Haul should recognize The need for more staff and upgraded computer systems.
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April 2023 by Brandie Rauber
The crew here is GREAT! Especially Anthony! They need to promote him because management is a mess. I've been here multiple times for a trailer and that person is ALWAYS calling in sick! Come on now Uhaul. Value your best people! Your biggest resource is HUMAN resource!
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February 2023 by Jon Sip
Easy pick up and return. Friendly staff that worked to get me the best price based on my move.
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August 2022 by Peter Guekguezian
We are moving cross-country from Rochester to California, which is incredibly stressful. Thankfully for us, the good people at U-Haul took so much of the stress out of moving our stuff! They are not only courteous and professional but moreover incredibly flexible: they provided us with a third U-Box last-minute when we needed it, and throughout the process they have accommodated our moving needs. I recommend this U-Haul with no reservations whatsoever! (Though, of course, it’s always a good idea to make a reservation ahead of time.)
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July 2022 by P S
I booked a reservation for a cargo van this morning at 10am. I'm moving, and I have a small child who needed to be dropped off at daycare, so I was a little later than I wanted to be. I arrived before 11am. Upon arrival, I found a long line of irritated people waiting, with one understandably stressed out employee informing everyone that the computer was frozen and he could not help anyone. After 30 minutes of waiting, we were informed that our reservation was cancelled due to "no show." No apology, just "tough luck." So now, I'm attempting to find another rental, on moving day. Not a good look.
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January 2022 by Samantha Morales
Your customer service is awful, I’ve literally called 20 times and your employees keep picking up the phone and hanging up. Someone answered the phone ONE time and put me on hold for 15 mins until I decided to hang up. Literally just trying to close a bill. Your service STINKS
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September 2021 by JDHallowell
We had a situation in which the call center booked a truck we needed incorrectly, which put us in a very stressful situation. The manager here helped find us another truck and was completely professional. We are so thankful for the help he gave us in a situation where he didn't have to. I highly recommend this location!
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September 2021 by Ryan C.
This place is absolute flaming dog sh*t, don't waste your time or money! I setup a reservation online well in advance (at least 1 month) of a one way move from Rochester to MD for my in-laws. I flew up on a plane and got into town Thursday. I purposely swung by the rental location to make sure everything was good to go, entered correctly, and things would go off without any problems when I came to pick the truck up the next morning because we had movers that were paid in full showing up at 11AM. When I arrived, I inquired about why my original reservation said 7AM pickup request, and now it was changed to 10:30. I was told at this time someone had the 26 foot truck rented already, and had not returned it/needed extra time in the morning, but they "might" be able to get me out earlier if she returned it. I also had to go to another location to pickup the car hauler I had reserved. Well next day comes and at 10AM I get a call saying the lady needs more time and it will be noon now. I'm like WTF, so I call the movers and push them back. At this time he offered to put us in a smaller truck (15 footer and I rented a 26) which I told him wasn't going to work. They had a 26 foot truck on the damn lot but it was for "local moves only". At 11:30 I message the manager because they don't answer the phone and was told he hadn't heard from the renter, and he would touch base with an update. At 11:45 I attempted to call again (movers were gonna be there in 15 minutes) and again got no answer, so I texted him. I also started calling around for other trucks at this point because the manager Kyle Miller said "there are no guarantees". What is that supposed to mean? What's the point in making a RESERVATION. If I make a reservation at Ruth Chris, you know what my table is ready at my reservation time because their customer service doesn't suck sweaty a** like this place does. Anyway at noon I now have 3 movers standing in my driveway and no truck. Kyle calls at this time and says he doesn't have a truck for me and doesn't know if he will have one. At this point I am pissed and cancelled the entire reservation. I paid 800 dollars more (gladly) and drove 45 minutes to Waterloo to pickup a Penske truck, which was guaranteed and ready as soon as I arrived. I then proceeded to drive to a home depot to pickup the car hauler I need, again paying more money because these f*cksticks put me in such a jam. Luckily for me I returned with just under 2 hours left on the movers and were able to get everything loaded before my time expired. Uhaul, you absolutely failed at customer service. You General Manager Kyle Miller kept saying "I'm trying to help you" when all he was doing was pissing on my shoulder and telling me it was raining. He kept saying it's not my fault the customer hasn't returned the truck, and that may have been true, but IT IS YOUR FAULT that you booked too many reservations and didn't have enough vehicles to guarantee service. If your reservation service isn't guaranteed then it's a waste of time, and it might as well be first come first serve. From a financial aspect, I could care less about the money. I will 110% spend more money every day of the week to rent with Penske, Budget, Aunt Jemima's truck service, you name it so I don't ever have to spend another dollar of my money with U-haul every again, and I will encourage all my friends to do that same as well. We currently also have a storage unit here in Annapolis that we have rented for two years, and due to this experience I will be pulling my stuff and finding another vendor to store our items as soon as time permits. Thanks for screwing me and my 70 year old in-laws and making what was planned out to be a non stressful day for them terrible. Never again.
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June 2021 by Gary Mantione
They don’t answer their phone
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June 2021 by J O
They never, ever, ever answer the phone.
