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FREQUENTLY ASKED QUESTIONS

WHERE DO I GO TO PICK UP THE TRUCK?
The truck is picked up at our office located at 2171 Monroe Avenue, Rochester NY 14618. Please fill out the rental agreement prior to picking up the truck.

WHO CAN USE THE MOVING TRUCK?
The moving truck is reserved for clients of our brokerage.

CAN I USE THE TRUCK IF I AM GOING TO BUY OR SELL IN THE FUTURE WITH YOUR BROKERAGE?
If you are not in the process of selling or buying your home, then you may not use the truck.

IS MY RESERVATION GUARANTEED?
Your reservation is not guaranteed until you have been given a confirmation of your reservation.

WHAT IF THE TRUCK IS NOT RETURNED BY MY RENTAL TIME?
We do everything in our power to make sure the truck is available on your reservation date. However, in circumstances beyond our control such as a renter not returning the truck on time, or a mechanical issue with the truck, your reservation will be cancelled. We bear no financial responsibility if a circumstance beyond our control prevents us from providing the truck for your use during your scheduled rental time.

WHAT IF I NEED THE TRUCK LONGER THAN ONE RENTAL PERIOD?
We only allow each renter to reserve one rental period. However, for the weekday periods only; if by the time your rental period begins, nobody has reserved the rental period following yours, you may then request a maximum of one additional rental period. You must make the request at the time of pickup as we may still book the next period if you do not. No more than two successive rental periods is allowed at any time.

WHAT IF MY MOVE DOESN'T FALL WITHIN ONE OF YOUR RENTAL PERIODS?
The rental periods are designed to keep truck scheduling simplified. Due to problems with multiple bookings, and very late evening or early morning returns & rentals, we have set rental periods. If your move does not fall within one of our rental periods, then you must pick the best rental period that will allow you to make maximum use of the truck. As stated above, if circumstances allow, you may have up to two rental periods.

CAN MY RESERVATION BE BUMPED?
In rare cases only such as when our truck is unavailable.

HOW LATE CAN I COME IN TO FILL OUT PAPERWORK?
Paperwork must be filled out between normal business hours at our offices. Keys are provided when paperwork is filled out. If you do not make it in prior to our office closing, then the truck reservation may be cancelled. If your reservation is for Saturday pickup, special arrangements will be made to meet you at a specific time on your rental day or the Friday before to fill out paperwork and provide you with a copy of the keys. You can fill out the paperwork up to 24 hours before your rental as your schedule permits.

HOW LATE CAN I PICK UP THE TRUCK?
You can pick up the truck at any point during your rental period. You will receive a copy of the keys when you fill out your paperwork. Please make sure you fill out your paperwork within our normal hours.

CAN I PICK UP THE TRUCK EARLIER THAN MY RENTAL PERIOD IF ITS FREE?
Unfortunately we do not allow you to pick up the truck prior to your rental period. This allows us to have it free and available for last minute uses that may only require an hour or two for a small task.

CAN I DROP OFF THE TRUCK LATER THAN MY RENTAL PERIOD?
Unfortunately we can not allow you to keep the truck past the end of your rental period, regardless of when you picked it up. We have other clients that have scheduled an entire move around a rental period, and need to begin on time. A late return can have a domino effect, and financial repercussions for our other clients. A late return may result in revocation of future truck use privileges. If a circumstance arises, please contact us right away and communicate with us so that we can attempt to help you as best we can.

HOW QUICKLY IS THE ONLINE CALENDAR UPDATED?
The calendar is updated within 24 hours of a reservation request. When a new reservation is "confirmed" it will be on the calendar with 15 minutes.

HOW DO I KNOW WHEN MY RESERVATION REQUEST WAS SUCCESSFULLY RECEIVED?
You will receive two communications telling you your request is confirmed. Once via email from our truck manager, and one via phone from your agent. If you do not receive at least one of these communications within 24 hours of your request (48 hours if submitted on Friday or Saturday), then contact your agent right away to confirm.

CAN I USE THE TRUCK IF I AM UNDER 21?
You must be at least 21 years old to rent and drive the truck. If you are under 21 and need to use the truck, you may do so, but you must have someone over 21 to: provide the necessary rental required material, assume full responsibility of the truck, and drive the truck at all times.

IF I DO NOT HAVE A CREDIT/DEBIT CARD, OR IF I DO NOT HAVE CAR INSURANCE, CAN I STILL USE THE TRUCK?
All renters must meet the minimum requirements to use the truck. If you do not have the required material, we can not allow you to use the truck.

WHO DO I CONTACT IF I HAVE A PROBLEM WITH THE TRUCK WHILE I AM USING IT?
Contact our truck manager. Alan Wood, (585) 748-9876 or John Antetamaso (585) 303-8888. (phone line not monitored between 9pm and 8am)

WHO IS RESPONSIBLE FOR PROBLEMS WITH THE TRUCK DURING MY USE?
If the problem is mechanical and can not be repaired onsite, we will provide a replacement 16' box truck from a local rental facility for up to 24 hours to help you finish your move. If the problem is mechanical caused by the renter (out of gas, wrong type of gas, flat tire, struck an object, etc.), it is the renters responsibility to reconcile the problem as quickly as possible as well as report the problem to our truck manager. If the truck is involved in an accident, you must report the accident to the proper authorities right away as well as to our truck manager. In cases of a vehicle accident, we will not pursue other parties if responsible, we will require the renter to cover damages, and pursue other parties separately.

WHAT HAPPENS IF: I AM LATE RETURNING THE TRUCK / DO NOT FILL IT UP / DO NOT CLEAN IT OUT / THE TRUCK HAS DAMAGE?
If the truck is returned with damage, we will contact you about your financial responsibility for the necessary repairs. If you are late returning the truck, do not fill the truck's fuel tank back to full, or do not clean out the vehicle, you may have financial responsibilities and/or forfeit your future truck use privileges.

WHAT IF MY QUESTION WAS NOT ANSWERED?
If your question was not answered, please contact us and we will be happy to answer it for you.