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December 2023 by Josiah Dannert
I tried leaving a review on the website but I'm guessing it's down. I don't know where to start an employee named Dakota is legitimately a rare breed, his customer service is top notch and he gets you in and out picking up and returning. I was charged extra last time for going over on mileage and vowed not to come back, but after coming in and talking to Dakota abt pricing he lead me in the right direction and what can I say I rented another truck lol, keep up the good work Dakota!!
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December 2023 by Casey Cannady
This U-Haul location was our best option for having 3x empty 30lbs propane tanks refilled as the gas companies are closed for the holiday.They sell by the pound, which is good if your tanks aren't empty, but it was roughly 30% more than the gas company bottle refill charge.They did have a long hose, so they should be able to fill motorized RVs with mounted probably tanks too.The U-Haul staff were friendly and I'd return given a similar holiday situation and needing propane.
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October 2023 by Emily F.
I rented an auto transport trailer one-way from FL to Rochester, NY. The U-Haul location in Florida was amazing! Unfortunately the U-Haul here in Rochester SUCKS. I was scheduled to deliver it to the Henrietta location, but I received a call from someone at the Victor location. They called me a day before the trailer was scheduled to be returned, asking me to bring it in early because they had already reserved it for someone else. I asked if I would be refunded for the day they wanted it back for, but was told that I was "voluntarily returning it a day early" so I wouldn't be getting any money back. When I reminded her that she was the one calling me asking me to turn it in early, she got mad and hung up on me. So now here I am driving to return the trailer early, without getting any refund for the time I've paid for, so that they can give it to someone else that also paid for the trailer. Interesting that they can charge two different people for the same piece of equipment at the same time while clearly only one person can be using it at a time. Is that fraud? Seems like it I suggest you go anywhere else!
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September 2023 by Susan Gay
The service was incredibly slow and has been the other times we have been here. The poor young man working there (the only employee we could see) was overwhelmed and clearly understaffed. Using the app for 24/7 access once we got it to work saves no time at all as we had to go in and wait in a long line to get the key anyway. Our bill was also wrong as it appears this solo employee never logged the vehicle mileage back in after the last renter nor did he make note that we had refilled the gas tank. He had to find the key for our rental which he eventually found in his pocket. Drop off was the same situation, one employee with trucks being returned and a long line of people inside the store. This location really needs to get its act together.
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August 2023 by Ashley P
Terrible experience! Rented a trailer and was told I would have extra time with it by Logan because of how long check in and setup took. Then I bring it back an hour early from the time Logan said to have it back and Dakota (who was incredibly rude and needs to learn professionalism) said I was going to get charged for the extra day because it was 13 minutes late and actually 47 minutes early from when Logan told me to have it back by. I tried to explain to him what was said to me and happened the day prior and he said “can’t help you, it’s 13 minutes late”. I asked to speak to a manager and he said “there isn’t one and I don’t have a card”. I have done business with this company for years but I will NEVER go to this location again. Terrible customer service.
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August 2023 by mark muller
Arrived at the yard to return a rented truck, nobody outside to guide where to go, went inside. The line was eight people deep, only one person working, and that person seemed like it was his first day. The parking lot was so full of chaos. People were having an issue coming or going.
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August 2023 by Will O'Donnell
Worst customer service ever. Made an appointment for 10am for hitch install and they hadn’t even started on the 9am appointment when I arrived. Went back at 10:45am and the work bay was still empty. Employee just said they were busy and would get to it sometime. I simply left and would never return to that location.
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August 2023 by Jay Kalinani
Service was excellent! The staff members were helpful and I was able to pick up the van on time (no delays). However, the van itself had some battery issues but everything else worked perfectly well!
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July 2023 by Mario Studio
This location is the worst. Don't waste your time. Nasty, angry employees. Dirty, disgusting vehicles. Any they will always try to charge you for "damage" that you didn't cause. Molly (the GM) hates her life and you - so she is no help with anything.
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June 2023 by Dylan D.
Amazing experience with U-Haul corporate side, but this location in particular is terrible. Corporate fixed everything quickly after calling. However, staff at this location in particular are extremely rude and unhelpful. It's understandable that companies will make mistakes from time to time, but they have consistently messed up my reservations to the point I go out of my way now just to not use the Henrietta location. Additionally, the employees including the general manager have a "oh, well" attitude as far as fixing their mistakes. For example: Show up to pick up truck and nobody is there. Doors are locked. Call corporate and they send someone to go unlock the door. Wait 2 hours at which point it's too late and I cancel the reservation. Talk the staff at the Henrietta location about the "Reservation Guaranteed or $50" and they say they "Technically did have the truck at my pickup time" despite the fact that nobody was there to hand over the keys. Call corporate and they offer a mailed check, upon which I ask for a gift card instead since I plan on rescheduling my reservation anyways. Go to use the gift card at the location and they tell me I can't use it. Call corporate and they immediately credit it back on my card. Great company, but this location needs new staff.
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May 2023 by Shawn Campbell
RUN, HORRIBLE. Never complain, but worse experience ever. HORRIBLE customer service. Blame everything on everyone else and only get "Sorry nothing I can do." Don't communicate properly. Promised overnight on part they ordered WRONG and 2 days later no part and not even sure if will make tomorrow (and this is FEDEX fault). Asked them to install the hitch on Tuesday so when the electrical come in, would be in/out, and arrived to find nothing done and the employee telling me, "sorry, having major problems with everything." Have no idea why upset that had to move multiple appointments multiple times due to their not being able to communicate. Told to drop vehicle Friday and they have no clue if it will arrive and if it does if the guy there will be able to install. Just horrible......
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April 2023 by Mark Bezant
Total scam. They charged a damage fee of $377 that did not happen on my rental. Asked to have it removed, they told me that it was my fault because I did not do the online pre check. What happened to Uhaul doing they're own precheck? Renters beware! Not the company they used to be.
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February 2023 by Evan Mock
Honest to god, probably the best customer service of any place I've ever been to. So I went to rent a trailer and the wiring on the back of my truck was bad so they were able to hook me up with a pickup truck at short notice which was perfect because if they didn't have that I would not have been able to complete my task that day. But the actual great service came after when I dropped off the truck and I went to leave but my car battery and my phone battery were both dead. I want to shout out Dakota and Joey who saved me by jumping my car and charging my phone, without those two I would not have known what to do because I was literally stranded there with no way to contact anyone. Its been one day and I've already recommended my friends who are moving to go there rather than any other U-Haul location in the area. Legitimately the best customer service I have ever experienced and some of the nicest down to earth people you will find at a U-Haul.
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January 2023 by Sonny Giardina
day late on return, threatened to report truck as stolen. hiring movers is really the move these days..also the managers had no knowledge of equipment when asked and were hitting their ecigs around customers
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November 2022 by srivan pour
Terrible experience, I left my new plastic sheet in the truck and they were closed when I get there to pick it up. They threw away my plastic sheet without calling me and charge me $25 for cleaning fee. When I asked the manager he told that I can get it myself from the trash can. when I asked to at least wave the fee, He threaten me to put me in black list , If I continue asking them . I used to come this place and never had such experience with other manager.
