U-Haul Neighborhood Dealer, Webster NY

Highly unimpressed with this operation. Had an 8: 30 am pickup time for a 26ft box truck, the owner was nearly 20 minutes late and didn’t apologize at all for keeping me waiting. Had his teenage son do the transaction indicating he has no one else to manage the business. Drop off was a nightmare as well. Drop off time for 5: 30pm. Arrived at 5: 20 to find a sign saying that he was showing a unit to another customer and that he would be back in a few minutes. At 5: 50 after waiting for half an hour, I called corporate and they told me the location was closed. Which was not true because the car he pulled in with in the morning was in the same place so I knew he was in the building still. So she gave me a number to call but that just went to a desk phone inside. It rang and rang and rang. So I had to drop off the key in a box so I could get on with my evening but no guarantee of the final price so now this shady business owner could charge anything and I might have trouble fighting it. Highly do not recommend trusting this shady business.

Saturday 14 October, we stopped at the Webster/North Avenue location to inquire about renting an auto transport from NY to NC. We were told by Dimitri (the owner) there was one available that day, but they could not guarantee it would be available later. Since we hadn’t decided if we were going to tow the vehicle ourselves or use a transport service, we said we’d let them know. We also explained there had been a death in the family, we were only in town to settle affairs, assist family members and the vehicle being transported needed to be moved ASAP.

Monday 16 October we returned to the North Avenue location and was able to reserve a transport for pick up on Wednesday 18 October. We were told by a young woman that she couldn’t guarantee we’d be able to pick up the transport at this location, we might have to pick it up at another location in the area, which was fine.

Tuesday 17 October we stopped by a Rochester location earlier in the day to ask questions about the specs of the transport, and they gave us a telephone number to call for that information. We tried to call the Webster location several times throughout the day Tuesday to confirm our reservation, but no one answered. We called the number the Rochester location gave us about 1830 and spoke with Karen, who researched the reservation and said, “it looks like there’s a plan, I just can’t tell what the plan is”. She contacted the owner and called back to let us know that he would be driving to Waterloo that night and a transport would be waiting for us at 0830 on Wednesday. When I asked about what recourse we might have, she indicated she would speak to her supervisor (Theresa?), who called us approximately 10 minutes later and said since the locations are independently owned, we would have to take the matter up with the owner.

Wednesday 18 October, we arrived at 0825, only to learn that there was NOT a transport available. After waiting approximately 30 minutes, we were told the transport was on its way and arrived approximately 0950 (the time on the contract is 0955), with no explanation as to the delay. We can only speculate that the owner did NOT drive to Waterloo the night before, but did the trip Wednesday morning, which would make sense time wise (we were told it was an approximately 90-minute round trip). We had planned to be on the road to NC by 0900, so this delayed our departure by two hours, which only added to the stress of the loss of our family member. Just as a side note, there was another person waiting to pick up a vehicle at the same time.

Typically we would overanalyze and research this kind of service, but under the circumstances we went with the closest location, and after reading the horrible reviews after the fact, we regret it now. We would recommend U-Haul consider withdrawing this location’s ability to rent vehicles, as it’s obvious they aren’t able to provide the services for which U-Haul is known. Corporate should take steps to make sure all personnel are trained, and this location has an answering service to take calls when no one is available in the office.

Have been renting 2 storage units here for the past year, one of the perks was the freight elevator. This elevator has been out of service now for months! I have a moving truck coming and now will have to pay for them to take the stairs because they aren't fixing the elevator or crediting my bill! Don't rent.

Absolutely garbage so slow waited thirty minutes for a truck and still waiting here blames it on system but it should not take almost a hour to get truck that we rented for 12: 30 it’s now 1: 15 and still waiting on truck and keys
STILL have barely even talked to anyone people are walking out and there is four people waiting behind us hasn’t greeted anyone. We have watched people walk out on there reservations. And now we will be late to work due to the extra hour of time here. Why should we have to pay for your employees lack of training. You guys need to do better. And it’s not the poor girls fault it’s the lack of training and staff. You all need to do better and compensate your customers who are being so inconvenienced by your lack of customer service and holding up your end of the deal and contracts.

Update: 1: 30 we finally got keys to it after she finally called someone for assistance. Now extremely mad and will be late due to the lack of communication with staff and management

My stuff got wet in my Uhaul. What is even the point in renting a box truck if stuff gets wet inside when driving in the rain.

Showed up at 9: 25am and they open at 8: 30. Doors are locked and no one is answering the phone.

Rented on two separate days this week. First time was ok except checking out is so slow. Second time they didn't show up on time to open the store so there were four different customers waiting outside! He should up twenty minutes late! Once inside of course we had to wait for those ahead of us.and we were already behind.so we were over half hour late leaving with the truck. Wore able to get it back a little early because I always over estimate the time to avoid additional fees. Despite them being "open" the door was locked. They need more help. I just put the key in the drop.

Scammed me on a fuel charge. I put the fuel in exactly where it was when I picked the truck up. Also 2 other hidden fees that he did not mention. Terrible business ethics. Take a picture of the fuel gauge BEFORE you leave so this don't happen to you!