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 think I was given the wrong size truck . Did not realize the size difference until I started packed . Reserved at 15 and I think I had a 10.
Auto transporter wheel straps would not stay on tires, because racheting mechanism was defective. Had to stop frequently to reattach. Could have list or damaged my vehicle or caused injury to others.
Absolutely nothing, keep up the great job you're doing!
Staff was excellent... I really appreciate everything they did to make my relocation process a smooth and easy process. JRodriguez
Well they call me to ask me when I was going to return the truck, and that was about 1-1/2 hours after I had already returned the truck, I guy that check me back in the phone he was using didn't hook up with the WiFi I think because so many people where returning stuff and we where a long ways from the building so it took awhile to link up because the guy that called while we were on the phone the return pop up and life was good again.
All right!
Upon arrival I was met by a disgruntled employee. He asked if I had a reservation, which I did not and he went on to say that in the future I should make a reservation to save myself and him time. The total time I spent at the desk was under ten minutes, there were no other customers, apparently there was only one type of truck. It is not my intention to waste others' time, but I found it inappropriate for a customer service employee to imply I was wasting his. He asked which type of truck I needed, I said it didn't matter. He looked at me until I asked what truck he had available, to which he replied that there was the only one type of truck. Why ask which truck I needed if there is only one truck available? As soon as a customer stated they didn't have a reservation, the next words out of my mouth would have been that there is only one type available. Another employee, much more friendly, asked if I needed packing materials and the like. I finished the transaction and headed to the truck. No one comes with you to check on the truck and I certainly wasn't looking for assistance from the man at the desk. The inside of the cab had a half empty drink bottle on the floorboard along with a few other discarded items. The mileage was off by six miles and the fuel was lower than the paperwork showed. I noted the differences, took pictures of the damage to the truck that is not shown in the pictures provided, and headed out. The truck made a funny noise and the message center under the speedometer read to check the tire inflation indicators. I did not have any problems with the truck and returned it with no issues. I'm not sure why I haul would have regular customers and I understand that one person complaining about insignificant details isn't going to change a culture, but thanks for giving me a forum to vent.
I was waiting on a $28 credit to my bill because the truck was on empty when I picked it up and I don't see the credit anywhere on my final bill thank you
I actually have a climate controlled storage here. My only issue is that they need to remove the cash as an accepted form of payment on all correspondence considering they no longer accept cash. Otherwise great location and even better staff!!!
Slow pickup experience even after having all information pre-filled and using mobile pickup and no other customers being serviced. Equipment condition documented as excellent when real condition is average, not clean, no major damage but many grease spots and small dents having to be documented by customer instead.
on our first attempt, we got a truck with a check engine light on that was not great staff are nice people
Explain more about the insurance. I was not sure if I could use my own insurance or no, no one could help me about it when I asked the front desk
nada :) All is well with my soul
It was so easy! I can't think of anything that would have made it any easier.
The staff was very nice and helpful. Easy pickup and drop off. I should had come here 2 years ago. Thanks for everything.
the online system didn't work, I never got a final bill in my email, the truck that I was assigned was blocked by another truck. The AC fan button was broken, the check engine light came on.
Just want to commend Mike who assisted me on my rental. He's a 5 Plus Star employee.
Truck was on 1/8 tank of gas at pickup. Not being familiar with that particular gauge, it was especially nerve racking looking for a gas station on the right side of the street on a busy divided highway to have to fill up immediately before we could get about our business. VERY old truck, gas fill pipe was exceptionally difficult to fill, maybe why the location hadn't bothered to refill the tank.
Next time give the money back to the customer if the customer travel less mileage than it was wrote down on the contract. That's my complain I'm pissed about that
The guys all did a good job ðŸ‘
Easier pickup. If I check in ahead of time I'd like to be able to get the trailer and go. If you trust me to drop off the trailer with my phone why can't I pick it up that way too?
The rental truck's AC stopped bowing cool air after an hour of use. Only need the truck for a few hours so I didn't bother to return it to have it exchanged for one with fully functioning air conditioning unit.
Great service
I am not satisfied with the way I was treated with who ever I spoke to over the phone. I needed an extension of an hour because I was running a little late. The lady over the phone told me that I would not be able to extend because there was somebody waiting to rent the truck at 4:45 (15 minutes after my expected return time) . She told me there was no other 15 foot trucks available at the property. She said the only way I would be able to is if she charged me $35 (which is a full day rental). I had no choice but to pay the $35. All this is totally under stand able up to this point. As I was returning the truck , I noticed a 15 foot truck not touched , ready to be rented so I asked about it. The rep who I returned the truck to said she doesn't understand why the lady would charge me when there was another truck available to be rented. This leaves a horrible taste in my mouth . I was flat out lied to. I feel like I was scammed. I have used uhaul 6-7 times in the past 12 months. I appreciate the quality of the trucks and customer service up to the point has been awesome . However , because of this instance, I will not be returning as a uhaul customer.
Brit was great and helpful. She found us exactly what we needed me!
I waited 30 minutes just to be helped (had an appointment). When I got the truck, there was tobacco all over the passenger side seat and a bullet casing to a gun. The truck reakedddddd of smoke. I did not feel the truck was cleaned prior to me using it.
I rented the truck to use for 8 hours. Very dishonesty. I was charged for 2 days
I was highly recommended by so many since I needed to haul a closed trailer, from Orlando, FL to Dixon, MO. Maybe this location needs to be retrained, especially with Equipment. I went to Uhaul simply because you guys do inspections and installations of trailers before people even drive off. But that was simply not the case with me. The minute I made a reservation I had issues. I needed my lights installed with the 4 flat connector for the 6x12 trailer. I informed this to the person I spoke with, about making an appointment as the website states that I need to make an appointment. They told me no, just go to the location, they will take care of me. So I get there 2 hours early to talk to someone about it, and they have me pay $465.00 for the trailer first, which is fine as I was taking it out of state to Dixon, Missouri from Orlando, FL the next day, Saturday 10/3/2020. After I paid, I said when do I get lights installed like we talked about? I will be driving my 5 daughters, and hauling our things. I want to make sure everything is smooth and safe. He ensured it will be as they inspect and install so we can make our move. Another worker then goes outside and checks my vehicle and says she does not have the lights connected. I said I know you told me to come here, so I am here. He then said I needed an appointment, something I mentioned on phone, and he said just come in. It is Friday the 2nd and now I am out $465 for the trailer, as he then canceled and sent for refund that would take 3-5 business days, and I still haven't received my refund. At this point, I am upset. I had to leave Saturday, the next day, but I can't as the nearest appointment was Monday the 5th, at 7 am, so I took it. Now I had to cancel my hotel, which charged me a cancellation fee of $150 as it was cancelled past the 48 hour mark. Now I'm very upset, as I reserved everything a week and a half in advance as I knew I would be in a hotel. Well, come 7 am, the store was not open. Store opened at 8am per their signs, yet my email, and hard copy of my receipt states 7 am appt. So I call the toll free number and I waited 57 minutes before anyone picked up. They then give me a 9:30 am appointment instead as they informed me I missed my appointment at 8am. I said no, it was at 7am, I have email confirmation as well as a hard copy. She apologized, and told me to head there and be there by 9:30. So I get there and I try and and find someone. They tell me now that they need my keys to do installation of lights, a $110 job. No problem. She then tells me I can not stay in building, as its a place of business while I wait. I said I have no one to get me, and you have my vehicle. She said well you can't stay here, even after associate manager told me last night, I could, but I listened to her, because I was not going to continue arguing. Clearly this location needs to learn a few things about customer service. So I walk away, as car was being driven to another location to get the installation done. Something they never told me until I got there. So I walked with my 3 children until I called an uber. So 3 hours go by and they call and say my vehicle is ready. I call for a ride and I got there. I paid the $110 and told them I will be back to pick up trailer in a few hours as I have to do somethings first. They were fine with it, as I have my 6x12 trailer reserved. So I try and leave, and I physically can't get in through drivers side. Whoever parked my vehicle parked the uhaul trucks so close to my vehicle my door opened maybe 6 inches. I saw a guy and flagged him over. I said what is going on here I can't get in. He said he will do it after his break, as he just got on, and informed me to go through passenger side. I was shocked at the customer service skills here. So I do just that as I have things to do. I turn my car on and my gas is at 1/4 tank. Now I am mad. I have to drive over 1,200 miles and save every penny, utilize my gas and I just filled up before leaving my vehicle at Uhaul for the installation. I go back to office and the worker states well we have to drive your vehicle to the site where they install everything. I was so mad. 3/4 of gas gone. Not once did they mention the place is far. Uhual was a big giant nightmare. But I am just starting. So I come back at 7pm to pick up my trailer with my dad. The guys there are freaking out. They are looking for something and after about 10-15 minutes, I asked him is everything okay. He said ma'am, we can't find your keys. I said what keys, as I have a trailer I rented, not a truck. He then says your car keys. I looked at him confused. I said what do you mean? And I show him my keys. I said I have my keys. He then held his chest and started radioing in people saying we have them. I said I do not get why you guys freaked out. He said well we did not know you had your vehicle. I said yes I picked it up at 2 today. He had no idea. He then calls the store manager and he said oh yeah I cashed her out. As he did as thats who I paid the $110. That right here was how disorganized the place is. I then sign another contract, as the first one was canceled out and refund requested on Friday the 2nd. I pay another $465, but he gave me a $7 discount so all together it was $459 and change. I asked him when will I get my refund from the last one and he said 3-5 business days. So now we walk outside so they can add the trailer to my ball hitch. So the minute they attached my trailer to ball, I knew something was wrong. The hitch was so low. about 2 1/2- 3 inches from asphalt. I said that's very low. He said no its not, people drive these all the time like this. I said okay, but I need to add cargo and that weight will make it even lower. He said let me get the associate manager. So the A.M then looks at it and says people drive all the time from Texas to Florida, you'll be fine, but anyways you have insurance so if anything happens you're covered. I said wow, that's reassuring. I then said wouldn't it scrape road once filled? Guy then jumps on tongue of trailer and says "see its not moving, you'll be fine." So i trusted him as they know more than me, so I thought. So I head to my house and on the way my trailer tongue hit a bump and scraped the floor. I knew this was not okay. So I filled trailer with 13 totes, a tv, a tv stand, 5 twin mattresses, and box springs. The trailer tongue was now less than an inch from aphalt. I drove it two blocks and made it to a WaWa gas station. I then called the store and the associate manager that told me it would be okay to drive it that low now informed me to, empty my trailer, lift trailer off the ball, which is over 1,700 lbs empty by the way. Then flip the ball mount as I needed a riser, and it's on a drop, but I will need a big wrench to take nut off the ball as its huge. Then said call me back when you get it done. I was pissed. Why was I doing their job? I told him it was too low and he didn't listen. Well after 5 hours stranded in WaWa I gave up. I called my dad, my ex husband, and both very strong men could not get that nut off to flip the ball. So we drive it back home very slowly scraping all of Oviedo's streets. I go to bed, as I can't physically do anything. Its now midnight and store is closed. I will wait for morning. I call Uhaul again. Their solution is to reserve me a 10 ft truck. After I informed them, I have to drive my van, as I can't fit 5 kids in a truck. That is why I rented a Trailer. She then said well we reserved it so if you change your mind. I hung up. I then call Road side assistance. I explain what exactly is going on with trailer being very low. They said they will send someone in 45 minutes. Dimitri came in 20 minutes and he was very nice and shocked to see how low that trailer tongue was. I explained to him how they wanted me to flip mount, and ball, but it took us 5 hours and we failed. He tried and he couldn't and he then said they used and air wrench. So now we are driving to Uhaul which is 5 miles up the road. He drove behind me and I drove way under the speed limit, as I'm scraping all of Orlando's asphalt yet again. We get there and I not only showed the guy working, plus tell him what his coworker asked me to do to fix it. He said it's not your responsibility, I said I know but what was I to do when your workers did not listen nor hear me out? He said I should have never drove off the parking lot with it this low. Thank god I took pictures of everything. So this guy lifted full trailer, and placed it down using a lifter thing, and they took ball mount to shop and removed the nut, off the ball, and flipped it so I had a riser. He placed everything back, and now I went to less than an inch to about 5-6 inches. He apologized and then helped me back up and finally leave. I was supposed to leave Saturday the 2nd and ended up leaving Wednesday the 7th. So I get maybe 8 miles and I am pulled over by a cop. Thank you Uhaul, I guess this was my last parting gift from them before I left Florida. The guy forgot to connect the damn lights. Thank god the Cop was cool about it, and helped me connect it. As Uhaul has done everything, I didn't think to check it as he said you're good to go. Never again... I will never use Uhaul again. Do I recommend? No. I'm still out $465.00, you guys said you will refund 3-5 business days, and It's been 10 days. Teach your associates the difference between a riser and a drop. When something happens that's clearly their fault, they need to be held responsible, not tell the customer to fix it themself. Even Roadside Assistance couldn't believe you told me to fix it, he said Uhaul had to. Do better, or at least strive to be and maybe you will start getting better reviews.
The outside employees are amazing. The inside guys are rude. UHAUL in general does not care about the customer. You have no competition so you can treat us like garbage.
The only thing I would like to see is a little flexibility with the return time. I usually Ask to rent the vehicle for 24 hours because I don't want to be penalized for a late return. If I knew there was some flexibility I would be more inclined to designate an accurate return time.
I did not get my refund for the month of October. I had checked out before the end of September and I still got charged for the month of October. I had called the customer service number they had put into the system to get my refund and I never did. Also, I never go a phone call back about it! Someone needs to fix this.
everyone is helpful. great service
Customer service was terrible. No communication, long wait times. Unsatisfactory.
Great services, ill always keep renting equipment here.
Very expensive.
Let the person know you are being charged for mileage driven PLUS replenishing gas. Double whammy
No email recibes once the equipment was dropped off, called the location spoke an employee by the name of Mike who located the equipment and told me not to play the victim that they found the trailer and hung up on me. Called again and he didn't want to put the manager on the phone and hung up on me again. Poor poor poor service. Never using U-Haul again.
The guy that handled the rental in-store was AWFUL. He denied my husband service for not having a mask due to a medical condition. This entire transaction could've been handled outside if it was that big of an issue. Then after my father showed up to help, the guy scolded my father for showing up an hour after our reservation time. My husband had showed up at 9:30 for a 9am pickup. He was an absolute jerk and not helpful at all. We've rented from this location several times and won't ever be doing it again.
Staff at pick up and drop off locations were both friendly and exceedingly helpful
Don't accuse people of not returning equipment and then charging their credit cards for your mistakes. In my line of work, when the company makes an error we own it and try to make things right with the customer. The camera system proved I was correct and it was an error by the employee. I didn't even get an apology but you have my e-mail and my phone number. I would not recommend using this location at State road 50 and Alafaya Trail in Orlando, Fl. I certainly will not ever again. Lost Customer for Life.....
Save DL information for those of us that have accounts.
I was overcharged for mileage. Still waiting in reply
There was an issue at the drop off location, I was told by the dispatcher that I had an Open drop off location. When I arrived at Orlando I was told that the drop off location was wrong I explained to them that I had an open drop off location so they received the trailer. The following day I received a phone call from a West Palm Beach U-Haul location telling me that my trailer was never received properly and that I still had the trailer under my name. I explained to them that I returned the trailer at the Colonial Dr location in Orlando the day prior, the U-Haul rep told me that he was going to take care of the situation. I called the location where I dropped the trailer and spoke to the manager, who told me that they had my trailer and that in order to avoid a wrong drop off charge I needed to pick up the trailer and take it to the correct drop off location. When I arrived at the Colonial location in Orlando they discovered that the trailer was not there, that in fact it had been rented out without property being checked in. The manager apologized and was able to rectify the situation, the overall drop off experience was Very stressful but it was resolved.
Don't mess up the contract please
allow the insurance for more than 20 minutes. I went to eat and then decided for the insurance and I could not get it
Online checkin was pointless, truck on app was no where to be found so I still had to wait in line to get truck. On returning, employee did was on phone and took 5 mins before I walked him to let him know I was there.
Continue great customer service!
No entiendo, si yo saque mis pertenencias el 09/04/2020 por que extrageron dinero de mi cuenta September 16/2020 y ademas me envian un email diciendo que el proximo pago sera el 10/16/2020, yo me puse en contacto con mi banco, espero que regresen el dinero a mi cuenta, nadie responde el telefono en sus oficinas, mi numero es el 702 408 7222 para que me den una explicacion, o saber si tengo que hacer un reclamo formal, att Leonel Castillo.
The only Issue I had was being charged after I had sent in my move out pictures and information online and then the process wasn’t finished on uhaul end. Sending me and my mom notices That I still owed money after I moved out
I was told the price to rent the hitch adapter was $5; not $5/day. So I got charged $15 instead of $5. Money isn't really the issue, it's the fact that I asked to purchase one first rather than rent. Since I was told it was only $5 to rent, I decided to do that instead. Now I've paid half the cost of buying one. Was never contacted when I disputed the cost.
I was overcharged and had a bad experience with the customer service on the phone, I was told I needed to return the truck in 3 hours, ended up having to rent another one all in the same day. I'm dissatisfied.
24/7 is a joke. In store was a breeze.
Did not have blankets or appliance dolly as ordered when the reservation was made. Staff seemed annoyed that I even asked why the order couldn't be fulfilled. Was not able to safely move a refrigerator or some pieces of furniture.
Uhaul changed pick up location without notifying me. I went to pick up van and office was closed. Had to take uber to another location 30 mins away.
Answer the freaking phone. It's a waste of time I called over six times the day I was going to pickup and wait over 15-20 each time nobody cares. Don't know if it's on purpose but sucks calling the store or your 800- I was not assisted by nobody.
The entirety of the property is too small and unsafe for customers in every way possible. Trucks and vehicles are double parked, there is no space for turn around, and no space for parking in general. No assistance was provided in accessing my unit and dollys were not offered for use. This is the worst experience I’ve ever encountered at any storage facility.
Great workers, very efficient!
Joshua was very helpful. Great location!
keep up the excellent customer service.
The 2 associates at the front desk were friendly and quick in their service!....very clean facility...not a single bug or roach when I emptied my unit!
Thank you guys for all that you’re doing in such a crazy time! The two guys who helped me did an amazing job doing so even while following the inconvenient guidelines.
Great Thank yoy
My unit was always blocked by a uhaul truck. I don’t have access to my unit. I called and filed a complaint with no call back from the manager.
The storage facility itself was great, it was clean and secure. The office staff on the other hand needs some retraining in customer service. The manager down to the one or two front desk employees.
5 years of use and everything was perfect!
I went 3 times from the 1st time i rented the unit and all 3 time i had to go insidebso they can move some trucks that were blocking my access to my storage unit.. very disappointed.
Brit was fantastic she answered all my questions and took care of my truck and storage locker
Thank you
Good natured staff. Genuinely concerned about customers, willing to go the extra mile to help customers achieve their goals
The general manager was overbearing and downright dictatorial in the way he runs the facility. It reflects very poorly giving the fact that I have always been treated with respect in other loca
Manager Josh was very accommodating and helpful. I would recommend this location because of their attention to customer needs and flexibility.
This place is by far the best for customer service! Everyone is so helpful and courteous! Rented a truck and storage unit and everything went fast and easy!
There were times I needed to have access to my unit outside of posted hours.
Very helpful and accommodating staff.
Store manager Ms. Omega was so unprofessional. I hate to say so, but she definitely needs to have a refresher course on customer service and wake up call that she don't own U-haul, but works for Uhaul
Great service.
Checking in and checking out was great. The staff was really helpful and courteous, especially Omega. The only downside to this location is the door, which has two different swipe pads on either side.
Although they had given away my booked storage unit, they instead upgraded me at no change to a larger unit (thankfully still airconditioned). The employees were super nice and helpful.
Worst experience ever! Very unlikely to use uhaul again
Excellent experience!! Had my storage unit for about 3 years and never had a problem. Thank you!
Todo muy conforme
From pickup to drop off everyone was very helpful !! No worries... no lost time .... went smooth as silk !! Great team !👍
