Dear U-Haul Corporate Team, I am writing to formally file a complaint regarding the unacceptable service, misleading communication, and threatening behavior I experienced from two of your representatives, Carlos and Angel Valle, during my U-Haul rental on November 24, 2025. My experience has caused unnecessary stress during an already challenging interstate move from Miami, Florida to Houston, Texas, and I strongly believe this situation requires urgent attention and investigation. Contract Details Reservation: 15-foot U-Haul truck + auto transport Contract Number: 98834345 Pick-up Location: Hollywood, FL Move: Miami, FL → Houston, TX Summary of Events 1. Misleading Offer From Representative Carlos Carlos contacted me and stated that U-Haul would offer two free days if I picked up the truck earlier than my original reservation. Based on the offer, I agreed to adjust the pick-up date. My understanding—based on our text exchange—was that I would pick up the truck early and still receive the auto transport on Sunday, November 23rd, 2025, as originally planned. However, when Sunday arrived, I reached out to Carlos multiple times to confirm pick-up of the auto transport and received no response—neither to my texts nor my phone calls. 2. No Response Upon Arrival Because Carlos stopped communicating entirely, I arrived at the pick-up location and again attempted to call and text him. After receiving no response, and needing to begin my interstate move, I hooked up an auto transport myself and began my trip to Houston. 3. Harassment and Threats from Angel Valle On Monday at around 11:04 AM, I began receiving repeated calls from Angel Valle, who stated that I needed to pull over immediately, send pictures of the attached trailer, and send him $332.77 via Zelle so he could “register” the trailer in the system. I informed him I would pull over as soon as it was safe. I was driving on the highway at the time. Instead of giving me reasonable time to stop safely, Angel continued calling me numerous times, applying pressure, and then escalated the situation by threatening me, stating: I “stole the trailer,” and The police would be “waiting for me” when I arrived at the Houston U-Haul location. This was not only unprofessional—it was intimidating, inappropriate, and completely unnecessary. 4. Contacting My Emergency Contact and Pressuring Her for Money Because I could not immediately respond while driving, Angel contacted my emergency contact—my mother—and pressured her regarding the payment. Feeling stressed and alarmed by the situation, she sent the money herself. I want to be clear: this entire situation should never have happened. If Carlos had not modified my contract incorrectly—and if he maintained communication as the U-Haul representative responsible for my order—none of this escalation or stress would have occurred. 5. Confusing and Incorrect Billing Following the incident, I received an email from credit_collection@uhaul.com stating that I owe $107.30. This is extremely confusing because: The truck was paid for. The trailer was paid for. I was additionally forced to pay $332.77 via Zelle due to Angel’s threats and inappropriate behavior. I should not be receiving any balance due notices, and I am requesting clarification and correction. What I Am Requesting A full investigation into the conduct of Carlos and Angel Valle. A refund of the $332.77 paid under pressure and duress. Removal of the $107.30 balance and confirmation that no outstanding charges remain. Written confirmation that this incident will not impact my rental history. Assurance that U-Haul will review internal communication practices so this does not happen to other customers. This experience has caused unnecessary stress during an already challenging move, and I hope U-Haul can address this matter promptly and professionally. I am available to provide screenshots of the full text message conversations upon request. Thank you for your attention to this serious matter. I look forward to your quick resolution. Sincerely, Devon A. Daniels
DEVON D
Customer Reviews for Borinquen Envios
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
I'm really happy with the help Angel gave me throughout the whole process, and I wholeheartedly recommend them.
KEYVERT CThis was the greatest place to pickup a UHaul, the owner was super flexible about my schedule and even came in when they were closed to make it work!!
ROGER BProfessionally run operation
PHILLIP EEveryone here is very friendly and very helpful. I only rent from this location, and if you can come here, you won’t be disappointed!”
HECTOR DAngel went above and beyond. Everything went smoothly with his excellent customer service by delivering our truck And following up with all our needs. Great Job!
Bill bEverything was perfect, smooth picking up and very easy dropping off the equipment.
REZA RProbably the best U-Haul experience I’ve ever had. He’s was great, super friendly and cared about my time. I wish I could rent from him every time!
LLOYD MKeep a great staff
ANDREW JNo improvement needed.
Joseph RThe owner from the shop had excellent customer service. Very accommodating. Very kind. I’ll use this location every time .
MELISSA KRep was very helpful and professional
HECTOR DKeep up the excellent work. Angel and Otis were great.
JOSEFINA MNot a thing, Angel was kind, helpful, personable, and even helped me when I had difficulty making a three-point turn with the trailer hitched to my truck. Excellent service.
Emani JExcellent service
DOUGLAS CVery nice people & couteous /friendly. The pick up & Drop were so smooth that I never encounter any issues at all. Highly recommended!
JOSE TVery well run operation... Thank you!
SASHA HThis location was clean and inviting. I will drive to this location from now on. Overall experience was the best I have had with Unaul. Thanks again
Eslin JThe owner was exceptionally knowledgeable and very helpful and friendly 5 stars rating office
William STrailer had a faulty tire that exploded while in transit. Recommend inspections done on equipment before issuing.
John ELast saturday I received your receipt, and not only are you charging me US$24.85, which is not correct, but you should have also credited me US$25 for having returned the truck with all the blankets folded, as shown in the attached photo. The return location listed on the receipt was different from the return location that Ángel sent me via text message. I am attaching a photo of the delivery sheet and the message I received. Because of this, I had to go to both locations, which cost me time and forced me to drive extra miles. Lastly, I returned the truck without fuel because I received it completely empty, so I had to put in US$20 of gas just to make the trip. I kindly request that you reimburse this expense and credit me the payment for returning the unit in order.
FERNANDO SVery easy and convenient. Will definitely rent again.
MELANIE SWhen first called, people would not pickup the phone till second or third time so use AI to fix that and answer someone right away then the installer was not there and no one knew where he was so I just showed up there and magically he appeared, after that everything went smooth
ROBERTO RAngel provided the best service we’ve ever had at U-Haul. He has our business forever.
ARLYN VStaff was so friendly. And equipment was clean and ready for me…. Would use them again.
DOMINIC MAngel was truly my angel for this moving nightmare I encountered. Thanks so much for the courteous and professional service provided. Your recommendation of moving helpers via the uhaul site was key to making all this hard work a bit more manageable. Sincerely a gem 💎 in the business.
NURY ZAngel was very helpful, courtesy and knowledgeable. Will not go to any local U-Haul anymore this will be my home base for any of my travel or moving needs.
TINA TEverything was perfect, the gentleman in this location was outstanding. Keep up your hard work. Thank you so much.
JOSE AEverything went well. The staff was kind and very helpful. I recommend it 100%!
FERNANDO CAbsolutely nothing Angel was awesome. We need more like him.
JIMMY HProfessional, friendly, good price
JENSIER RI got screwed over big time! I've rented several uhaul vans & trucks of many sizes over the past 30 yrs & never got fucked so bad as I did at this place. Do not go here to this location! Go somewhere else, trust me. You've been warned
SERGIO VAngel is the best! Me and my husband use this location often. Very professional and awesome person. Highly recommend this Uhaul location
JOCELYN MRepresentative Angel provides very good service, he was always attentive and very professional.
JESSELINE CEverything was great !
DONALD BN/A
JULIO JThe gentleman in the front took care of us and even properly sold us a better toll ball that could properly help us tow the vehicle. His knowledge and heads-up thinking saved us from a possible accident on the road. These small details make choosing U-Haul the correct choice for all your moving needs.
MANUEL GThanks for making everything so easy for our move!
MICHAEL TI don't know why they charge me $100 for cleaning if it was delivered the same way it was.
HENRY GExcellent service thanks
SAMIRA GExcellent service
Igor SAngel was a pleasure to do business with. Very helpful and friendly. I would definitely rent from him again.
CHRISTINE BGreat customer service, quick , efficient, enthusiastic and happy.
RONALDS SGreat and fast service
ARYE RGreat guy always nice vehicles always clean
TREVIN TAngel was great
BRUCE HThe trailer was dirty and smelled. I had to clean it out prior to using it. Also, it was upsetting to learn U-Haul requires contact information for a family member or close friend. I have rented a lot for U-Haul and never been asked to give other people’s information. I won’t be renting from U-haul in the future.
CHRISTOPHER TGreat customer service!!
CARL CCustomer service was excellent
Alan MPlease. Make sure the van’s engine oil is serviced.
ANNETTE CMy only issue is that I should have rented the larger trailer. It would have made everything incredibly easier. Huge regret for me. I won’t go into details but I had a devastating loss because I had to put so much stuff in my van after the trailer was full. Never again will I go conservative on size.
PAULA KAngel was the best he adjusted the mirrors on the truck and made sure I was comfortable with the car dolly that was attached. Will always rent and recommend him for his friendly service. U-Haul davie extension
VALENCIA M5* service. Best customer service
JOHNNY FAngel was great, very helpful. Thank you.
DAVID CThe truck was good. The sun visor was broken and kept falling down but it wasn’t too big of a deal. The main problem I had was with how slow the app is. It should take almost 10minute to upload a couple of photos.
Cody AI was not going to make a reservation for this location because they didn’t have the specific size truck I needed for that day but I chose to book anyway even if I got a smaller truck because of the good reviews and I’m glad I did. Truck was clean, pick up was easy, equipment I requested was ready for me to use and drop off was easy: The reviews are real. Will definitely book again.
Cesar MAngel was great, awesome customer service and if we ever need a uhaul, we will be returning to this location.
GUILLERMO BThe attention we received from Ángel was excellent. He explained everything in detail. He was super friendly and attentive, as one always tends to be nervous on these trips. Recommended 100%.
Javier GVery friendly and helpful staff
Neal SVery courteous personnel, took the truck and equipment immediately. Closing my tab was a transparent process.
GUSTAVO CEvery employee was friendly and helpful the truck was in great shape and made the 700 mile trip without a hitch. Thank you Angel.
ARTURO MThe drop off location was easy to locate and the staff was extremely professional and courteous. Highly recommend.
DARREN SÁngel excelente Service
KEILYN A