Misinformation on rental policies as far as renting and returning an auto trailer. The trailer was originally to be picked at a different location on Saturday morning at 8 am but the reservation office mistakenly put the reservation down for Friday am rather than Saturday am(which was clearly stated on my online reservation invoice). Since I didn’t pick it up on Friday, they termed this a no show and cancelled my reservation. When I was on my way to pick up the trailer Saturday morning, I called to see if I could pick it up a little earlier to get started on my trip sooner, I was told there was no trailer available because I hadn’t pick it up the day before! I was directed to another location much further away and only accessible at more restricted hours. There was no attendant present at that location, only a kiosk type check in and a long wait to get a trailer. Was told a trailer rented on Saturday at 10 am had to returned by 5 pm that same day due to the facility being locked up at 5pm. That put a tremendous amount of pressure to transport the vehicle to its destination and back by closing time. The previous location allowed the trailer to be dropped off in the evening of the rental day. On the trip returning the trailer on Saturday afternoon , I called to confirm that the trailer was on its way back then was told it didn’t have to be back until 4:30 pm the following day , so no rush. Trailer was returned around 4:30 the following day. The final bill was for 2 rental days vs the 1 day it was rented for originally. I have always had good experience with U-Haul rentals, but this last experience was awful. I called afterwards to speak to someone when I felt I was double charged for the rental and the person explained in detail the rental policies regarding timely returns and charges that were incurred because the rental was out for greater than 24 hours. I completely understood his explanation but was told by someone at the facility that I would be able to drop it off the following day before the facility closed at 5 pm and was not informed there would be an additional fee. Overall, a very stressful day, with the expectation of delivering the vehicle and trying to rush back for the drop off within a shorter time frame than was originally expected at the original rental facility.
JOHN L
Customer Reviews for Midgard Naples 2
(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.
The virtual assistant might be helpful, but it works against the physical agent on site. He had provided a dolly to us in the rental, but the virtual assistant told another client there was a dolly available. The two systems need to communicate better as far as stock availability as that was the last dolly and she took it before we could.
Rodney aTold on phone someone would be there. Had to use virtual employee. Left key in Dropbox. Day later was charged $17 for fuel. Brought back same as I got truck. It’s why I wanted employee in person. Was given truck a little below 3/4 Stopped on rode near drop off to put gas to the spot. Oh well.
john qThis place need to have a big advertisement announcing the U-Haul service. The trailers are behind the building and no U-Haul sign in the front.
Teresa SThey need more help especially first weekend of the month.
Mark VExcellent people to work with professional all the way God bless
SHAI KI was less than 2 hours late returning the trailer I rented and they charged me for a whole extra day, plus the trailer was full of leaves when I picked it up. I have rented several trailers from uhaul and have never been charged an additional day being that close to my return time. Very disappointed.
Dan LInside was smelly and not clean.
georgia eIt is definitely one of the best locations that services u-haul well. Very clean, has supplies and good efficient service. Thank you!
Michael GI reserved a trailer 1.5 weeks before scheduled pickup. The day of pickup I received a call from Fort Myers Uhaul that they didn't have the trailer. After talking with several more staff I was sent to Labell FL. which 63 miles round trip away. When I got to this location there was no trailer at location. I was given another number to call....asked to talk with a supervisor to no avail, talked 4 other staff and told to go to Naples. To Naples another 70 miles round trip. I had to leave that day back to Michigan. I've never seen a business in my life that made a consumer jump through so many hoops.
CHRIS JThe people at the pick up location was very pleasant. The only problem I had was, that pickup location wasn’t suppose to be my pickup location. I originally made my reservation on Wednesday at a location less than 10 minutes from home. Then Friday afternoon I received a message from U-Haul stating I have to pickup at another location that is almost an hour from home. It was too late in the day to find something else, so I had to waste 2 hours of time just to pick it up and another 2 hours to drop off. Your website site reservation process needs to better, I know now that I have plan to be on the phone for an hour to make reservation over the phone.
Roy PI not only recommend to friemds, but as a mover all our customers as well. Safe clean units. Well lit!. The main reason is Jessica up front. Everything happens quick amd efficient and thats important. JUST TOP NOTCH SPACES, TRUCKS AND CUSTOMER SERVICE.
Joanne CFriendly service and extremely easy pick up and drop off. Ty!
Ronald TFast return & friendly service, Perfect!
Dan HThis is the fastest and most professional UHAUL location I have ever used, and I turn 60 this year!
James MJes did a great job at pickup location- knowledgeable, helpful, efficient. In and out in about 15 minutes- appreciated!
Matt DHad what I thought was 12 blankets but they didn’t have them
Bruce PPay closer attention to detail before charging a customer. I was charged for gas after I filled the truck up. Luckily I took pictures of before and after.
Jorge STrailer had a roof leak
THOMAS PVery Professional
TIMOTHY JThe app was frustrating and kept giving me an ooops?
Thomas KLocation was good. I’m not satisfied with the Uhaul experience, They announced a rated when i made the reservation and when I was there to pick up it changed dramatically almost double because of miles this is misleading advertising and next time I will avoid use Uhaul in general.
Camilo RPaperwork did not take long & trailer was ready to be hooked up. Very professional.
ROLF NOne tire on trailer looked rough when picked up and had to be changed on the road.
MICHAEL Rcharge the correct amount. 1 day rental is not 3 and multiple charges. I don't know who or how returns are booked or recorded but i didn't appreciate having to be on the phone and fight to be refunded.
ERNESTO DThe first time that I tried to set up a rental, there was no one in the office except for a person on the screen. When I talked to the person on the screen, they told me that there was not a trailer available at this location for the day that I needed it. When I got home a half hour later I called U-haul. I was told by another person that I could get the trailer that I needed at the same location on the day that I needed.
JOHN DTwo trailer tire blowouts in the first 200 miles was not good.
GEOFFREY BThe truck didn't start at the location and broke down in my house , lost all afternoon till road service came to temporary fixed
GALO MI picked the car trailer on 03/16 around 5pm and I contacted the rental location on 4/16 to let them know i was going to be available bit late due to car issues. I was told by this location representative that being a bit late wouldn't be a problem and that I was not going to be charged a penalty or late fees. I checked my bank statement and noticed that I was charged twice or for two days when I was only late a little over an hour. Also, one of the owners I assume, (white male) inspected the trailer and said that I was good to go, in a hurry and unaware that I also had to inspect it realized when I drove to my destination that not all the lights were working (hazard/stop/driving/turn signal) which is a motor vehicle violation and could've potentially been an invitation to a traffic ticket. I'm definitely not happy with the quality of service provided, would never do business with again and would not recommend.
AUDI PFriendly state
MICHAEL BNothing
BRUCE PReturning customer. This is the best U-haul store in SouthWest Florida. Quick, helpful and professional.
JOHN CHi Liz, overcharged by $100, however, U-Haul corrected the error and made it right.
LINDA EYou have to be comfortable with the virtual assistant. They did a fine job.
Jennifer KNothing stands out
DAVID GThe trucks gas was not completely full when picked up. I filled the truck up because the return location was a couple miles away, but you changed the location resulting in a thirty minute drive, which you charged me for. I'm satisfied with my move, just FYI.
Troy SEasy check-in, easy check-out,. Very helpful in explaining options. Would rent from them again.
ERIC BThe pickup and drop off was guick and made very easy.
Jennings GThis truck was a little beat up compared to what we usually get
DILLON Bnothing!
Chester ZThe virtual agent, Laidy, was outstanding.
MARY Kmore parking is needed for the office
LYNN HNewer truck
GLEN MGreat equipment rental experience. Online reservation was smooth, good equipment availability, quick response at the retail/storage facility and the equipment was ready to go. The equipment return was quick and smooth.
THEL WVery easy pickup and dropoff
ANDRE LNever enough staff. They have an automated assistance counter, but I tried to use them different 3 times and they couldn't help. The U-Haul app is virtually useless. I need to extend my rental and couldn't do it more than my original rental term on the app and couldn't get ahold of anyone. Each time I have been in there I wait at least a 1/2hr for assistance. Last time I left and went to Home Depot. When you can get an actual person they are friendly, but that's about all I have good to say about this location. The dealer needs to staff more help, especially during peak hours which seems to be all the time here, They always have people waiting in line!
WILLIAM SMidgard is my fav place. All the reps there are really great
KENNETH BTruck was older with high milage but overall it ran well and the location was easy to pick up my truck via phone before they opened
MARK SOverall condition of truck and trailer was ok, not good or great.
WILLIAM Dfriendly helpful people at the desk. easy in and out. easy confirming online as always
KIMBERLY LEverything went Great with the rental,, very good personal that are working for Uhaul
MICHAEL Lvery helpful and prompt. place was clean and organized.
JOHN WThey were great
EMILY DThe trucks and vans are always clean and ready for pick up. The onsite staff is friendly/customer service oriented and efficeint.
ERIC MVery friendly location
SALVATORE GThe gentleman, new service and he was excellent patient and answered all my questions
JAMES YNot a thing, everything went smoothly. And the staff was extremely friendly and helpful.
KIMBERLY TThe invoice that I received doesnt match with what I got charged. Im overcharged difference of a $40.00
ARTURO BAlways timely, professional, and courteous. These folks get customer service!1 We have rented here numerous times for local moves and they have always accommodated our needs. Will refer to family and friends!
Bruce H