Customer Reviews for U-Haul of Pompano Beach

Rating:

1.0

The retailer didn’t do her job when she was supposed to I woke up to an fee being charged to my card it took an whole day due her to return the vehicle not satisfied at all

Rating:

1.0

My experience with this U-Haul location was extremely disappointing, both because of the condition of the truck and the way I was treated by several employees. First, the truck was dirty, and while I was driving in the rain, water was actually leaking through the ceiling and getting my clothes wet. A rental truck should not be leaking rainwater into the cab while being driven. The bigger issue, however, was the customer service. Before leaving with the truck, Makita told me that I could park my personal vehicle in the back. I specifically pointed to where I intended to park, and she confirmed twice that it was fine. I even asked a U-Haul mechanic working next door if I was okay to park there, and he gave me a thumbs up. When I returned the truck, I went inside, handed the keys directly to Lawana, thanked her, and walked back outside. Anthony A. was there and immediately seemed visibly upset. He told me the keys were supposed to be left in the truck door. I explained that I had already handed them directly to Lawana. When I went to retrieve my personal vehicle, I discovered that the gate had been closed. I repeatedly asked Anthony if he could open it. He ignored me until approximately the fourth time I asked. He then asked who had told me I could park there. When I told him Makita had given me permission, he responded, "Well, ask her to open it, not me." What made this response especially frustrating was that Anthony already knew Makita had left for the day, so he was knowingly directing me to someone who was no longer there instead of helping me retrieve my vehicle. I went back inside, where Lawana informed me that I should not have parked there and that, because it was Friday, I would not be able to retrieve my vehicle until Monday. I explained that I had specifically received permission to park there and asked if someone could please help me because I needed my car. Lawana called the manager on speakerphone. Instead of trying to understand what happened, the manager became extremely upset and said that I should not have parked there and that nobody should be bothered because of "my mistake." I was barely given an opportunity to explain that I had specifically asked for and received permission from their own employee. At approximately 7:00 PM, Anthony came inside looking for the truck keys. He began laughing about my situation and making comments that I felt were intended to ridicule me. When I asked what his issue was with me, he ignored me. As he walked away, he made another rude comment. I told him I had not asked for his opinion, and he responded in a threatening manner by telling me not to worry because my information was "already on file." Considering U-Haul had my personal information, including my name and address, I found that comment extremely inappropriate and concerning. With no apparent way to retrieve my vehicle, I eventually had to order an Uber and leave. While I was waiting, an elderly couple arrived at approximately 7:30 PM. Although the location was supposed to remain open until 8:00 PM, I saw Lawana quickly gather her things and go into the back. The couple eventually left frustrated after being told that the employees were "on break," approximately 30 minutes before closing. To make the experience even more disrespectful, Anthony mocked me as I was leaving by thanking me for the "free gas" because I had returned the truck with more fuel than it had when I received it. Mistakes and misunderstandings happen, and I would have been completely understanding if an employee had simply apologized and helped resolve the parking situation. What made this experience unacceptable was that I specifically asked permission before parking, was told that the location was fine, and was then treated as though I had intentionally done something wrong. The combination of a dirty, leaking truck, employees ignoring me, mocking me, refusing to help retrieve my vehicle, and making a concerning comment involving my personal information made this one of the worst customer service experiences I have had. I hope U-Haul management reviews what happened at this location, including the conduct of the employees involved.

Rating:

5.0

Always treat you with a excellent customer service, Thank You!

Rating:

4.0

Location was great. App needs some work, it wouldn’t let me upload photos during the pick up process

Rating:

5.0

Michael went above expectations. On the day I returned the vehicle, Michael ( I think local manager there) was in the yard during intense rain and local parking lot flooding issues. He tried to immediately let me know best way to personnally navigate the high ground to minimize me having to walk thru 5-6 inch deep standing water, when I was going to the entrance. He also offered to move van that for convience I had parked at the lot the night before. the reason I parked it vs simply utilizing the overnight drop off available, was because I was had 6 unused wardrobe boxes and a few other used boxes I wanted to place in the "need a used box" bin. This offer included checking in the unused boxes, with my receipt, and him taking control of the used boxes as well. This allowed me to simply give him keys and him or others on-site with rubber boots to check in the van, retrieve the 6 wardrobe boxes and provide me credit, as well as removing the used boxes and offering them to future customers for free in the "Used box bin". This prevented me from being forced to walk thru 4-6" standing water likely 8-10 times. What Michael, likely did not know is that I have an open wound on my heel. Getting this wound wet likely would have set me back 2 weeks in the healing process. I will definitely use this location as long as I live in South FL. I am a repeat customer and usually get good service their, but this visit locked them in as my go-to source for all moving supplies and equipment rentals. Thanks Michael

Rating:

3.0

to be honest. i needed a truck and got a truck. it took 50 minutes to return jt as there was one guy working and an incompetent customer infront of me. besides that, really not nice seeing how the guy with the ankle monitor treats his coworker, probably came in 3-4 times and just shouted at the guy, meanwhile its the lame customer and he is just trying to be patient

Rating:

1.0

You rip off customers with your fuel charges. I went 10 miles and you charged me $24.20 or 4 gallons, when your 20ft truck probably gets 15 miles per gallon. When I complained to your manager he just wouldn't listen, so I write to you for an explanation and compensation. I look forward to your reply!!

Rating:

5.0

There was a manager at the store and I don’t remember his name but I think he is the overall person responsible and he has dreadlocks. That guy is so awesome so customer accommodating and needs to be recognized because he really goes over and above he is a keeper.

Rating:

5.0

Everyone that i came in contact with was professional. And I was in and out in no time and I really appreciate that.

Rating:

5.0

Quick and equipment available

Rating:

5.0

Everything went smooth for pickup and drop off, we would use this location again.

Rating:

1.0

FORMAL DISPUTE: Gross Negligence and $10,000 Property Damage by Subcontracted Crew I am opening an official dispute against Stoneway Logistics for gross professional negligence and severe property damage totaling approximately $10,000 during my move on August 8, 2026. Stoneway Logistics subcontracted my job to a secondary crew operating under the name IG Moving LLC. As the primary contractor on this U-Haul order, Stoneway Logistics is fully liable for the actions, conduct, and damages caused by the movers they dispatched to my home. The dispatched crew committed gross negligence by actively refusing to use basic safety equipment. I specifically purchased and provided professional U-Haul moving pads for this job. The movers chose to leave these packages completely unopened, loaded my furniture entirely unprotected, and severely damaged multiple items. I have uploaded clear photographic proof to this dispute thread showing: 1. The pristine, completely unopened and wrapped packages of U-Haul moving pads that the movers ignored. 2. The heavy gouges, breaks, and structural damage done to my furniture. 3. Wide shots proving the damaged furniture was left sitting directly next to the unused safety pads. [1] Because the crew deliberately bypassed basic industry safety standards and ignored provided equipment, this is a clear case of gross professional negligence. The standard $0.60 per pound liability limit does not apply to intentional neglect of safety materials. I have already released the 6-digit payment code, but I am requesting that U-Haul Moving Help platform management step in immediately. I expect a representative from Stoneway Logistics to contact me within 48 business hours to discuss a realistic financial settlement for the repair or replacement of my items. [1] If this is not resolved promptly, I will escalate this photographic evidence to the Florida Department of Agriculture and Consumer Services (FDACS) for a formal state investigation against both business licenses.

Rating:

3.0

While loading my belongings into the truck, I lost track of time and missed my pick up time for the auto transport. Despite having my phone number, they did not notify me, but instead automatically canceled my reservation. (My car was parked in their parking lot...) I was able to uncancel the reservation through the app. The next morning, ZaMya and Anthony did outstanding work to get me safely on the road. I made it all the way to my destination with not a single issue. And because of their excellent guidance, I was able to get my car off the transport by myself when I arrived at the drop off location. I'm very grateful to them!

Rating:

4.0

Attention of the staff was very limited. No effort made to assure waiting clientele that they would be attended as soon as possible. Basically, unless you spoke up or got someone's attention, you were ignored or overlooked.

Rating:

5.0

Best Uhaul experience ever. Clean, new vehicle. Really to go, everything as expected in the terms. No surprises friendly staff. The place to go for a Uhaul!

Rating:

1.0

The employee on duty told me that he didn't have room for my trailer despite the fact I had made arrangements to have it delivered there. The employee had a poor attitude and wanted me to take the trailer to another location. Terrible experience...sad how one employee can ruin what appeared to be an overall nice facility.

Rating:

5.0

Very easy to get in and out. Great price and selection of trucks.

Rating:

5.0

U-Haul does not need to do anything. Everything was excellent. I wanna give Michael the manager and his staff a big thank you.

Rating:

5.0

Another awesome experience with this location keep the good thanks again!

Rating:

5.0

The counter support team and store/office were great!

Rating:

3.0

I had the 15 ft truck for six days as storage, when I retuned the truck I made sure to fill the gas tank back up, which didn't take that much since I had only drove it no more than six miles in six days. After I dropped off the truck I was charged for fuel. If you do the math with the check out mileage vs check in you would see that there was no way, th as t I could have used that much gas. I think your CSA'S are over charging customers. When I was checking out my truck a customer was on the phone complaining about fuel charges, and now it me. If someone could check on that and see what's going on with the extra charges

Rating:

5.0

The best people work there,

Rating:

5.0

Everything was PERFECT! Many Thanks.

Rating:

4.0

Yes.

Rating:

1.0

Too many issues with their app and can’t seem to get it right.

Rating:

2.0

Hire some help. I had to wait in line for over 15 minutes to return the trailer. When I was finally next I was told no paperwork was necessary and to just drop it off in the yard.....with NO one to help. I'm 79 years old and certainly did NOT appreciate that.

Rating:

5.0

excellent service. Fast and easy

Rating:

5.0

I had a great experience. It was fast and had great customer service

Rating:

5.0

and the team could not have been more accommodating.

Rating:

5.0

To start off the Rep that assisted me was very professional. I received the truck clean however the gas was almost to E where it was quoted in my contract. She explained to me that there will be a reimbursement if I was to fill it back up to where I got it from however I put gas in the tank totaling up to $25 twice. And when you put the nozzle into the gas tank, it kept on clicking as if the gas was already full in the tank. I explained it to the rep upon returning it, but she said the only thing she could do is charge me for it and I speak with her manager about it in the morning. Other than that, everybody was great. I just would like for someone to give me a call back in regards to what happened with the truck.

Rating:

5.0

Michael was super great . Kind and very helpful

Rating:

5.0

Everything was Professional Knowledgeable Expedient

Rating:

3.0

i got a call the next day that i didnt return the trailier. When i told the agent i returned it the day before, he said let me go check outside. Never heard back and got receipt of return. Why not check if the trailer is there before calling? Secondly why the agent that processed my return not properly marked it as returned?

Rating:

5.0

At the time of returning the vehicle, the merchant"s attitude is like "I Know you did something wrong". I think you have all the reasons to review your equipment (is part of the mantenaince the client need) without make feel the customer that he or she is a criminal.

Rating:

5.0

Customer service was great!

Rating:

2.0

Probably my last time ever using U-Haul. Pretty much everything that could go wrong did. Only one employee seemed to care and actually worked to make things right. The others seem like they want to put the least amount of effort in to grab a check and could care less. The only positive thing was the vehicle was great. Seemed brand new and was very fuel efficient. Other than that, it’s a hard pass.

Rating:

5.0

Nothing can be done better to improve apon the service I received. Top tear from beginning to end Thank you Ma Kyai.

Rating:

1.0

Don't beat-up the employees, the problem is at corporate. Your computer systems are antiquated and un-reliable. The technology at the store is from the stone age. Every time I rent from U-Haul it's the same couple of issues, your systems are slow or down completely, the interface between the customer on-line data entry and the store is incomplete and has to be repeated, the wait time is too long because the problems are repeated for every customer. You can see the frustration on the face of customers and employees alike. Thank-you for reading this, please send it to the C Suite, the decision makers need to be aware before the bottom drops out.

Rating:

5.0

Excellent prompt service

Rating:

5.0

Great Job guys keep going Thank you!

Rating:

5.0

This location was professional even though it was busy. The service was top tier.

Rating:

5.0

No one was able to answer my question regarding the coverage I purchased (come on, this is basic) but overall, very efficient and friendly. Now, my problem was having a truck with a damaged windshield wiper, was truly dangerous and had To stop multiple times to clean or when there is rain. This was not safe at all!!!

Rating:

3.0

The vehicle they gave us was on empty and I didn’t look before we left lot! After driving 5 miles to our destination we had to fill the entire tank which cost $113.09. I was given an empty vehicle and returned it full and didn’t receive any credit for the gas! My fault for not checking fuel and odometer! I will go with Home Depot from now on, free dolly and blankets!!! When you pay $250.00 for 6 hours and spend 113 on gas you never used paying $350.00 to move a bedroom set is ridiculous! I will be posting my experience in social medial and taking my complaint to corporate!

Rating:

5.0

Definitely one of the best uhaul places I've ever rented from

Rating:

1.0

The female staff were very nice and professional but the guy who showed up to assist me with trailer had a horrible attitude and when I tried to fix the situation he kept on for no reason what so ever. And the manager was worse. I have the dash cam video to prove it.

Rating:

5.0

I rent my equipment from this location quite often over the years they always get you in and out as quickly as possible the equipment is always ready always clean and they’re there to meet you at the end of the day when you return it love using this location thank you again

Rating:

1.0

The atmosphere and personnel themselves were very neglectful. I kept being pushed off to another employee every time I asked for assistance upon my arrival, I was told to park the trailer but no one would say where, where I asked on how to check in afterwards I was continued to be put off onto the next worker even the manager was dismissive. Attitudes were very distasteful and I was spoken to as if the were wondering why I was even there. I had to repetitively ask to get my drop off confirmed because they said they’d get to it eventually. All in all I would not rent from here unless absolutely necessary.

Rating:

4.0

Max was excellent.

Rating:

5.0

Very helpful, appreciate everything they've done for me. Job well done.

Rating:

5.0

I go out of my way to use this location because the customer service is way better than the location I used to go to. at this location always takes perfect care of my U-haul needs.

Rating:

1.0

Truck was empty and dirty