Customer Reviews for Midgard Self Storage Key West
(U-Haul Neighborhood Dealer)

Rating:

5.0

The gentleman who checked me in and hooked up the trailer was the best! Kimd, considerate and just a genuinely nice person.

Rating:

2.0

I hate the Virtual system

Rating:

4.0

It was a bit odd to talk to someone on a monitor - I prefer a person actually in the same physical space as me. I also don't understand why this is - does it save money for the company somehow - but losing that personal touch - is it worth it? I would sat not. So, although the truck was clean and all went smoothly, next time, I will look for a business that has an actual live person there in the office.

Rating:

1.0

The first two trailers had flats. When we got the third we found out U-Haul trailers no longer have tongue jacks ??? I have a bad back so lifting the trailer off the hitch wasn't an option. It also meant we couldn't put the trailer into a parking space to load over night and not being able to unhook made parking a nightmare at our destination. I also asked for a drop off location that was manned since I couldn't drop the trailer myself. Despite your system showing the location as manned it was not.

Rating:

5.0

Reserved the truck on line. Spent just a few minutes with a helpful employee and got on our way. Very smooth transaction

Rating:

5.0

Perfect!

Rating:

1.0

Alto precio…use un tráiler de Fort Myers a Marathon por la mitad de lo que me cobraron, de Key West a Fort Myers… Si vuelvo a necesitar rentar no lo haré allí…pésima experiencia

Rating:

5.0

I do not like the virtual manager I like a real person servicing you

Rating:

4.0

The virtual is a little confusing at first; especially if someone isn't tech savvy.

Rating:

5.0

Wonderful and easy customer service!! Truck was clean and ready to go , no problems!! Easy on line registration. I will definitely recommend this U-Haul service location to everyone!

Rating:

4.0

Door latches were difficult to open and lose. They were rusted. The hooks to hold the doors open did not work. They were broken and bent.

Rating:

1.0

I was told there was 7/8 of a tank of gas in the truck when I picked it up. When I got in the truck there was only 3/4 of a tank. I asked the attendant what I should do and they said return it with 3/4 of a tank. I returned it with slightly over 3/4 of a tank, yet I was still charged for not returning it full. I have pictures of the gas gauge and milage, both IN and OUT, to prove this. Also the truck was filthy. The windshield was dangerously dirty and there was no washer fluid.

Rating:

4.0

wasn't prepared for a virtual assistant but it worked out.

Rating:

4.0

Everything was awesome. only issue was when you turn a/c on it blew ants out the vents. But not the 'company's fault.

Rating:

4.0

It was completely non-staffed, but the digital manager system worked well enough. I would have rather been able to be helped by a person in-person, but I understand.

Rating:

3.0

Have someone there that don’t talk to you as if you had no clue what your doing .

Rating:

3.0

I say no to recommending this location, only because if you don’t have a phone, it’s impossible to do the return

Rating:

5.0

Uhual changed my pick-up location and did not tell us, so there was confusion when we went to pick it up. If you are going to change the location you should notify the customer. It was pretty frustrating on all parts

Rating:

1.0

I put gas on the car and the charger me for it not is no go

Rating:

3.0

The vehicle needs the windshield and cab cleaned

Rating:

5.0

I found it difficult to return the truck . The lobby was open for the return but no one was there. That was fine and was informed I needed to use the app to return or there would be a fee to come back in the morning the finish the return. And that there was a fee even if there had been someone to help me at the 7:00 pm time I returned the truck. I don’t think that my parents could have returned it with out help and would have been charged a fee that is just wrong. I rented the truck for them and to help them move something.

Rating:

1.0

Get your reservation system in order. My preferred location was Pakmail. The system allowed me to make a reservation even though they were closed on the day of pickup. I received a call telling me I could pick up at noon, but not that it was a different location. When I finally figured out where I COULD pick up the staff was new and it took about an hour instead of ten minutes. She tried very hard. The problem was a clear absence of training.

Rating:

1.0

We arrived at Uhaul on 10/22 to pick up a rental and took an Uber straight from the airport. The virtual assistant helped us with our reservation, but we were informed that Uhaul was doing a software upgrade and there was not a way to input our run our credit card information and we ultimately had to leave without the rental!!!! We had a call Uber to take us to our home with the rental and it put us a day behind on our project! This was absolutely unbelievable and unacceptable! When we checked in on 10/22 we were also informed by the virtual assistant that "Safe Move" was added to our reservation, and it was a significant cost and I informed the agent we did not request "safe move" and did not need it. He confirmed it would be removed. This was the first virtual agent we talked to and then we were transferred to a second agent to see if they could run our credit card information with again no success. I then checked out on the last day of my rental only to get my reciept e-mailed to me with $150 Safe Charge added to my bill!!!! I then called the Uhaul in Key West who told me I needed to call the 1-800 number for Uhaul... I then called the 1-800 number and I was told they needed to submit a ticket and someone would reach out to me in a few days. I have been renting from Uhaul in Key West for the past three years to work on our house in Key West and will now reconsider doing business with Uhaul! I suspect your company is losing a lot of business based on how you are currently doing business. The virtual agents however were great!

Rating:

1.0

Drove 6 miles and was charged $20 gas fee. Crappy U-Haul app couldn't verify me despite repeated tries -- charged me $20

Rating:

5.0

The manager was extremely helpful in all aspects.

Rating:

5.0

The exterior of the facility and 26' truck we rented were great. The U-Haul website didn't have what we needed for the reservation, so we called the 800#. That was great and they were very helpful. Upon arriving at the facility for pickup, you have to use the app. That took over 45 minutes to get it straight all while using the chat feature. This needs to be more user friendly on U-Haul's part. The drop off was easier on the app but even when you think you've completed the rental, you're not. Do not drop your keys in the box before you see the paid receipt in your email.... you are not done. Overall good experience with the equipment and Midgard Storage.

Rating:

4.0

Windshield wiper blades essentially safety hazard, simply smeared grease over the windshield, making it impossible to safely see in the rain. Had to just deal with the rain without wipers.

Rating:

1.0

Dropped a trailer early at this location. Manager disconnected the trailer and said I would get a return confirmation within an hour. 2 days later nothing. Several calls to Uhaul itself, with no results. Midgard never has anyone on site, doors always locked, never returns calls. Will never use this location or rent from uHaul again,

Rating:

5.0

Surprised to find tv screen transactions w/agent, and that all seems high tech these days. Fortunately, I had my daughter help me get the truck, and a sweet girl that checked me out, helped me through my returning it. Excellent staff.

Rating:

5.0

Your other U-Haul locations need to use this site as an example of professionalism, cleanliness, and customer courtesy

Rating:

2.0

No one present at the facility. You have to deal with someone on a computer screen. This takes quite some time if there are others there as there is only 1 screen and they can only deal with 1 thing at a time. Again no one at the facility when I returned the vehicle. Also, no one answered the screen thing. This was a Saturday at about 2:30. On top of all this, they charged me for an afterhours fee ($20) although the hours say open until 8PM. They also charged me for 2 gallons of fuel at a little over $10. I literally drove the truck 3 miles. It's not so much the $10 but the principal. The fuel gage didn't even move! A-Holes trying to nickel and dime customers for every penny.

Rating:

4.0

Clean the residual soil out from the bed of van, with rain it stuck to the bottoms of my groceries. Hurricane stocking for myself and friends.

Rating:

3.0

Trailer was in good conditionz

Rating:

5.0

Fantastic!

Rating:

5.0

The virtual assistant was not competent enough to solve the problem.

Rating:

2.0

Trailer was checked in two days after i turned it in. Virtual assistant advised me to park it and leave since the actual employee was busy in the back. They assured me the trailer would be checked in that day. Despite turning it in, i was charged for two additional days. This was at Midgard Self Storage in Key West, FL. This is the second time i have been charged for additional days.

Rating:

5.0

Work on that vehicle transmission hard shift and in drastic need of front end alignment

Rating:

1.0

Virtual assistant at this location. Picking up was fine, drop was a disaster. Never again.

Rating:

5.0

Your rate said 19.95 for the day. I always rent the same vehicle and only get charged 50-60 dollars. This time your system charged me 130, I would like to know what went wrong and I am requesting a refund.

Rating:

3.0

Couldn't find even one human on a saturday Morning, The time that most people do their moving! Had to use the mid guard storage virtual attendant to find out What to do about the uhaul... It's as if the VIRTUAL attendant cared more about Uhaul than U haul & it's representative Midguard storage did. 🙃

Rating:

5.0

Having built my first computer in 1998, I'yam computer literate. And yet the new technology is confusing. But, considering there were LIVE associates to help navigate the system. Twas a smooth transition, and pleasurable experience. Would recommend your service to my old school friends that don't bother puters, or cell phones. Thanks, Scott

Rating:

3.0

Virtual check-in process is a hassle, over 30 minutes to pick up is ridiculous. There should be an option on site to pick up. Truck was full of sand when I received it. Disappointed overall.

Rating:

5.0

Recommend by my son, who also rented from you. Very easy. 👍😎

Rating:

5.0

Awesome experience!

Rating:

5.0

Excelente

Rating:

3.0

Have some trash cans in the area as to clean out the van or trucks before leaving or dropping them off

Rating:

1.0

Inspect your trucks before letting them go out for rentals, especially long distance. Upon arrival to the U-Haul location., There was no representative available at 9 AM.. I was greeted by a virtual assistance for the storage facility. They informed me that they could not help me and I had to wait for someone from U-Haul that did not arrive. I was finally helped by a person that worked for the storage facility not U-Haul at 9:40 AM, he states that there should have been someone here at work when they opened and then had difficulties locating the key for the U-Haul. After doing a walk around inspection of the vehicle, I found that the vehicle was low on oil and possibility of a tire malfunction front passenger side. ( Possible belt broke in the tire) this U-Haul was dirty inside personal belongings were left inside from previous renters. It smelled a body odor and cigarettes. THERE WERE NO OTHER TRUCKS AVAILABLE THAT SIZE. The weatherstripping on the inside of the drivers door leaked the entire trip from Key West to Summerfield, Florida during tropical storm, Debbie. The windshield wipers were garbage & streaked so bad when use them that you could not see.

Rating:

5.0

Good service at this location. Very friendly and professional.

Rating:

5.0

Be more transparent with pricing. Improve your app. It hangs and lags and shuts down for no reason

Rating:

2.0

Check in process is insane. There needs to be a quicker way to do it. Literally took 40 mins to get the truck and multiple phone calls for help. Never again.

Rating:

4.0

Check in was very confusing with the Virtual Assistant kiosk Staff working in the lobby were not very friendly toward customers

Rating:

3.0

Fuck your app and website. Also this whole system of renting a vehicle is the biggest pain in the ass. Why not just rent vehicles like every other rental agency

Rating:

5.0

THE BAD: The AC in the Van we rented wasn't working. It was 98 degrees outside! - It made moving an even more miserable experience.... There is NO REAL PERSON at the rental facility, so we just decided to take the van . You could request a digital face-to-face person to assist, but it was not the same as the customer service a LIVE person could offer and we were on a tight schedule. When we got back from the move and returned the van, I waited at the computerized Kiosk to be connected to a Digital person. He said there wasn't anything he could do about the non-working AC & recommended we call the U-haul 1-800 number . I waited on hold (1-800 UHAul) for 40 minutes to report the broken AC. Waiting a few days now to see if they will adjust my bill. It definitely could have been a better experience & we disliked the lack of real human assistance. THE GOOD: The lady who answered my call at the 1-800 number was super sweet and did apologize that they were very busy & told me I might wait longer to hear back regarding an adjustment to my bill. Please Go Back to having real people at the U Haul Counter!

Rating:

5.0

Good service

Rating:

5.0

No workers. I heard they all quit from another person. I used the drop box.

Rating:

1.0

There is no one there to help you and the placed is horribly run. They try to do it through a remote virtual kiosk but the person on the Kiosk doesn't know what is going on at the location, Stay away from this location.

Rating:

3.0

The location kept apologizing that they could not help us with our reservation, that U-Haul is now all automated. The Key was not where U-haul said it was, U-haul read off the truck number and the combination like you are going to remember all the numbers. The location did step in and showed us which truck and where the key was, they were very helpful. The customer in front of me had to read off his credit card out loud in a room of people🤪. U-haul’s new system is terrible, please go back to people at the locations.