My experience with this rental could have been significantly improved through better communication, accurate billing, and a more careful review of the documentation associated with my rental. During my rental, the truck experienced a mechanical problem and would not start, requiring me to contact U-Haul Roadside Assistance. I was advised that because of the breakdown, I could return the truck later, at approximately 4:00 p.m., and that the rental location would be notified. However, when I returned the truck, the location apparently had not received or properly documented that information. I also have serious concerns regarding the mileage and subsequent charges. I specifically discussed my anticipated mileage when renting the truck and requested approximately 70 miles. I also have photographs documenting the truck’s actual odometer readings at pickup and return. Those photographs do not appear to support the amount of excess mileage that was later attributed to my rental. When I contacted the location about the $209.99 charge, I was told that the additional amount resulted from exceeding my allotted mileage. However, the documentation and photographs I possess raise legitimate questions about that explanation. I have also subsequently observed additional U-Haul activity on my account, which has added to my concern and frustration. I have attempted to address these matters directly and professionally with management. As a U.S. Navy Desert Storm veteran, I value accountability, clear communication, and fair treatment. I am not asking U-Haul for special treatment because of my veteran status; I am simply asking that my rental records, odometer photographs, agreed-upon mileage, roadside-assistance incident, and all resulting charges be reviewed carefully and accurately. For future customers, I strongly recommend better coordination between Roadside Assistance and individual rental locations, clearer documentation of agreed-upon mileage and return-time changes, and a thorough review of photographic evidence before disputed mileage charges are assessed. I would appreciate a complete review of my rental and a clear explanation and correction of any charges that cannot be supported by the actual rental records and documented odometer readings.
ricky hCustomer Reviews for U-Haul of Downtown Orlando
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.
Correct. Reading of meters and paperwork
PAUL BI placed a furniture dolly in the order and it wasn't in the truck. I didn't notice till I was at the loading building. Customers should be instructed to check to make sure or the front desk person should go with the customer to confirm everything in the order was setup properly.
Marlon SThe gentlemen that helped me help helped me do a claim for my car that happened from the trailer and I’m glad they helped out on that because I was highly upset but they were great people!!!
DeAngelo DHe was helpful and courteous
Vishwanauth SAll good shape and fast service
Alberto PThe gentleman taken off the trailer was dressed and looked nice. Could’ve been in a U-Haul commercial A+ all around.
Nicholas HWell, for the next customer, what U-Haul can do it just keep doing what they’re doing. The customer service was A1. I would recommend this location in Orlando to anyone.
CHARLETTE BCounter staff was great.
Martin B⭐️⭐️⭐️⭐️⭐️
Allen JVery upset, rental contract said gas needed to be filled to 3/16 when I received gas at barely a quarter tank. Very disappointed and will not be using uhaul ever again
Sunny RThis location is pretty chill and smooth. Uhaul over all should have parking for cars just in case the customer wants to leave there cars there and return. Or just have some more space for manuverbility.
Nickel RGreat staff
Leon BAttendant was nice and helpful. They did not have the 20’ truck I reserved however he upgrade fed to the 26’. Truck dirty, received unit less than 1/4 tank so first thing I had to do was stress about finding a fuel stop that could accommodate the truck while the fuel warning light was on…
Robert TThe young man that got me checked in, and out, was very professional. I give him a 5 star rating.
Eric BAttempted to use the website for the return however, the site continued having issues when attempting to submit requested photos. The site would either not load the photo taken or say it could not load due to "low memory" and then force me to log back in. I then tried to use the app but was unable to verify that my rental was officially considered "returned". When I attempted to call the 800 number it said the wait time was 1 hour and the option to request a call back just reverted me back to the main menu.
Kristofer TCustomer service was excellent; staff was very helpful and accommodating both on the phone and in person, they get 5 stars. Van was clean and well maintained. Only thing that took it from 5 star to 4 overall was the location and space, which was very small and difficult to access and get out of.
Jenny RA larger location for being able to get in and out . Very tight space. Service was great and respectful. Vehicle was new and clean.
CAROL GThe service was fast and the process was easy. The girl at the counter made it super seamless. She was very polite. The truck was clean and reliable. 10’s across the board!
Vanessa DWe brought equipment back a day early. Would be nice to not be charged for all the days if they were not all used.
Heather WWas looking for dropped off and free 1st month rental.
Ruth OThe lady that helped me was great id like to recommend her for a promotion she was friendly and very helpful
NEIL JNo information on how to use the U-haul App. Concerning photos to be loaded on App of vehicle condition concerning previous damages.
John RStaff was extremely rude
Cory ZKeep up the good work
Yolanda SNo one wanted to take the truck. Went to three different locations. Everyone saying they had no room. Had to stop and get more gasoline because of it.
Christine HNothing
jes dvery disappointed that I specifically asked to drop off my trailer at the narcoossee road location two miles from my destination and had to drop off 35 minutes away in downtown Orlando. Very inconvenient on top of the additional tolls. I spent over $100 in boxes which I was hoping to re-use for my next move but had to throw out due to an oily dirty trailer. drop off location should have the customer in mind not the needs of haul.
Mark CClean and efficient place.
Daniel AThe truck was blocked in, was told I couldn’t park my car there while using the truck, given a new truck that was completely on E
Megan HDropped off van twice and picked up once, very professional and supportive staff
John MThere needs to be a clear place to park both your vehicle and the uhaul rental. The place was over packed with trucks and rental units, and no customer parking at all. Being told to park across the street ended up in towing. As for the truck, the AC unit blower was out. In Florida. That's was hot... There was also a business credit card mixup that has yet to be fixed- pure mistake, but not yet fixed.
James CHands down my favorite U-Haul in Orlando the reason I keep coming back year after year. Friendly staff and great customer service every time
STEVEN RWe picked up the uhaul before hours. We found the key and the truck easily. But the truck was parked within inches of other trucks and trailers. We had to push the mirrors in to get the truck out and still there was about an inch of clearance on each side. And the truck we were given was so filthy! The amount of dust in the cabin was insane. It instantly set off my partners allergies and we had to spend 45 minutes cleaning the cabin. The truck was also dripping water onto us in the cabin when it was raining (we have video of that). There was a grinding sound when driving between 60-65 mph. And the mirrors kept tilting when driving and every ten minutes or so, we had to roll the windows down to push them back up. This truck is undrivable in these conditions. We paid a lot of money for this truck! We want a partial refund for all of these issues. We should not have had to deal with these issues. For the amount of money that we paid, the truck should at the very least be clean and drivable.
Thomas MManger, at the store was unprofessional, also gave me a problem, with the truck. Would never go back to that location
Teron ANothin
boneta eThey are charging me 5 times. I returned the trailer and they are continuing to charge my debit card.
Remy SNice clean truck that drove well. The people at the U-Haul store were super nice and very professional. The windows, on the inside, were pretty dirty and streaky, making driving at night rather hazardous.
Gary BThe employees were extremely professional, and one could tell that this is their business, not just their place of employment.
Michael SThe staff was awesome. It was a great rental experience and I rent trucks all the time
JULIE RShe was do nice and pretty. She smiled at all the customers she was helping before us. She moved the line quickly and thanked everyone. I've been to other locations. But this is the best customers service. The truck drove good and was clean with cold air. Very professional people work here.
Dorethea CRandy was very helpful and professional. This location is convenient and busy- yet they manage it efficiently.
Eric HThe area had been congested with the driveway blocked, and many trucks not in spots or poorly parked. Made returning the truck exceedingly difficult and precarious.
Elizabeth LVery straightforward drop-off experience.
MATTHEW BFast and efficient
James WNeed improve the reliability of the mobile app. It consistently has not worked for me to rent trucks. After reserving a truck, there is no clear direction on what to do to 'Pick Up Your Truck'. I had to Google instructions on the web and read through a Reddit post to figure out that the root problem was that the 'Pick Up Your Truck' button on the app wasn't working on my iPhone 17 ProMax. When touching/clicking the button, nothing happened; whereas the touching the button is supposed to take you to another screen to go through the pick up process (ie: taking photos of your driver's license, truck, etc). I had to call the location manager after business hours for help picking up my truck. Thankfully, she answered the phone and was able to manually facilitate the process on her and and text me links to add photos to finish the process. This is the second time I've had problems using the app and the first time was over a year ago (on an iPhone 13 ProMax). In this instance I had to spend a half hour navigating uHaul's customer service line to find a customer service rep to help me manually complete my rental pick up. It's incredibly frustrating that after all this time the app still isn't working, forcing me to hunt down a person to help me complete the pick up process. I will not use the app again and will consider other companies for future rental needs.
Brian LFrom booking, pickup and return, customer service agents provided a "CUSTOMER FIRST" Experience. They were very professional, knowledgeable, and experienced, and provided service with a smile. I felt valued and would definitely recommend others to this location.
freddie gGreat jop
Anthony NCustomer service needs work! The workers there is unprofessional and need to kno clients come first !
SHERIISA GRandy and the entire staff at this location are awesome. Fast, friendly, great price and service. Thank you for making it easy.
OZEM RRandy B checked me out and he is an asset to your team. Friendly, professional, efficient and accommodating! I’ll be back to interact with him again for sure!!! The frustrating thing about this location is it’s so small and you can’t park on site.
Susan WDylan was a huge help! Made the process very easy and was very friendly
Zachary MEasy in, easy out, equipment in good shape, staff friendly and efficient. Thank you.
Anton BThis location stole my Bluetooth trap Radio. Engine light was on too.
DEMETRIUS BPick up was very good, it was the drop off that was a major problem. We filled up the gas exactly to where it was when picked up and I received a bill for $119. I had to call to dispute and wait for the refund the person checking the car so there was less than a quarter of a tank. We had proof and showing in a picture and if we did not, we would’ve been charged to drop off location. Manager was aware, but I feel at this time I would never drop off at that location due to the fact that the employer was not honest when filling out mileage and gas gauge
James MIt was my first time using the service and returning the truck there. I didn’t see any clear signs entrance/exit signs and accidentally entered through the exit. The employee wasn’t very welcoming when asking me to go back and showing me the correct entrance.
Andre LEasy process
Kevin A