U-Haul at Lake Ave — Attraction in City of Rochester

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 don't 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 didn't 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 don't 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...

I would give 0 stars if I could. I have never left a review anywhere, for anything, but this place is now the exception. The woman working today was one of the rudest people I have ever encountered in a customer service position. The store was completely empty when we arrived & yet this lady was immediately bothered by our presence, because how dare we give them business? She was being extremely disrespectful the entire time, she was visibly angry because we started using the mobile pick up option and it was not working no matter what we tried. Instead of trying to help us figure it out she kept telling us to just put in the "verification code" which we did 5 separate times and it continued to say verification failed but then she sat back down because she also couldn't figure it out. I was so close to losing my cool with her, walking out and renting elsewhere but I was able to maintain my composure long enough to finish the process. There are not even words for the discomfort me and the three other people with me felt during our encounter with this employee. This place is an embarrassment considering the staff they employ, and from the looks of the other reviews, this woman is not the only staff who is disrespectful & unprofessional. Do not go here unless you want to feel belittled and uncomfortable while...

NEVER RENT FROM HERE. This morning I made a reservation at this location for 430pm. I left work and got here at 4:29pm. As im walking up a gentleman is getting in his car. 25 minutes later he returns and is the staff on duty. As soon as I walked in the building he said, "Its not that serious and you can go get a rental somewhere else!"

I replied sir, you could have said something to me when you walked past me. I called uhal while i was waiting and corporate said the manager is in the back and coming to help.

I asked for the manager (who wasn't really there) and he refused to provide ger name, go get her or provide a number.

I then while in store called corporate back. The manager now called the store and refused to talk to me and said corporate was aware they wouldn't rent to me. I asked why and they lied and said i was rude and not answering they questions. When I confronted corporate they said they have to back what the store said even tho i had a witness in the store that all i did was reach out to corporate about what to do because there is a note on the door at the time of my reservation.

This place has extreme rude management and Staff. Please spend your...