Customer Reviews for U-Haul of Neptune Beach

Tracy was great and on the ball

Staff is excellent. Tracy was awesome in particular. Highly recommend this store locale

Thank you all for great service

Brandon was incredible and really made my moving process easier. FANTASTIC customer service and answered all my questions.

Needs more (quantity) or more efficient staff members. Waited in line for 20 minutes simply to turn in keys

The staff was very professional and helpful. We had an excellent experience.

The young lady that greeted me knew what she was doing, organized and friendly. She also corrected the return location which the pick up location had incorrect

Tracey! Wow! She was wonderful, professional, helpful, kind, etc. I'll be back!

The whole experience was very good.

Both local representatives were nice and helpful.

Always great service

This is a comment on the overall experience for the day. Not one location specifically. My pickup location was changed at the last minute and without any notification. So we arrived at the "wrong location." No big deal. We quickly got over it. The new location was close by. We were offered a discount if we changed drop off location also. Seems easy enough and we like discounts. But they did not provide an address, just a general location. I didn't think this would be a problem since I am familiar with the area. However, when I looked for an address we realized there are two Uhaul locations in that area. I called the local center to try and clarify. I was on hold for over 20 minutes, and their information system hadn't been updated to reflect the correct drop off location. Because of that, I was threatened with a wrong drop off location fee. I informed them of my frustration due to the change in pickup location without notification and that I absolutely would not be charged a change of location fee since I wasn't provided with a correct address and they couldn't find one themselves either. They attempted to correct me. I repeated myself and told them where they would find their truck (the address I was going to) and thanked them for their time and said good bye. This phone conversation took place minutes before closing and we were racing against the clock to make the drop off location in time. Thankfully I guessed locations correctly and I wasn't charged a wrong location drop off fee. Overall, a below average experience. Which is disappointing.

Tracy went above and beyond! The friendly service is why I always use this location for my moving needs

Keep up the great work. See you again soon.

This was a very easy process!!!

Good job

Love my experience. Even tho I went to one office and they wasn't able to get me a truck. They set me up with another store for my day. They call ahead of time and all. I loved it. Amazing. Thank you all. Happy New Year

Nothing

I would if they stop charging for 2 days when I actually used the truck for 1 day. Not a good or honest practice during a pandemic.

The truck smelled like a thousand cigarettes had been smoked in it. The headlights were so far out of adjustment, almost dangerous. The drivers side one was not even attached and was pointed to the ground my whole trip at night.

Great job

Keep up the Good Job.

Tracy is awesome!

Service and staff were professional as well as personable. Great people. Great service. Highly recommend. Thank you .

The service that I had was excellent. All the employees were very knowledgeable and courteous

Pickup was excellent. Great service

N/A

The manager was pleasant, forthright and met my needs.

Very easy to do business with! My brother has used them in the past and been very satisfied as well.

Thank you for the exceptional service!

Kind friendly clean love uhaul

Be more aware of your customers, it's extremely upsetting to get double charged. Need to be on top of checking vehicles in shows that you care about the customers and the money being spent

Smaller location but helpful.

Very good, just so pricy. Which of course has nothing to do with the service.

The Team in Neptune did a great job. Quick and even had the part I needed to get on the road. Well done and thank you - John

Took a little longer to get the truck rental due to the inexperience of the young lady who assisted us. Training would help

Was hoping for taking it across country behind my TV that it would have been washed and clean.

Tracy was awesome, this is the best in the USA. After many many many military moves this is has always been the best, and She has provided the best customer service I have seen...that is across hundreds of businesses...the best,

Customer service at both the pick up and drop off locations far exceeded our expectations. Employees went out of their way to help us.

Too busy. Wait time was horrible. Not due to staff, just people who have issues.

Very pleasant and helpful staff.

Stop sending so many emails!.

Very nice, fast and easy.

This is the best U-Haul location in the United States. Tracy was awesome, she answered every question I had and explain the entire process for checking out the truck And returning it. Additionally I had to change the number of pads and she was able to immediately accommodate my request. Best customer service and customer focused business I've seen! I also experienced the same outstanding service when I went there and Purchased some supplies for this move! This location and Tracy in particular is the best!!!

Fix the kinks that are in the Truck Share software. while the customer gets the notification that the application is finished you find out otherwise when you get to the U-Haul office. This happened not only to myself, but to at least the two other couples in line to pick their truck up. The procedure took twice as long as coming in cold to request a truck. The drop off instructions are also complex. You have not taken thought that the people who worked long and hard all day do not have the mental ability or desire to follow so many instructions as presented at checking in. After the long day arriving late to drop off, we were so over the instructions to take photos that we locked the keys in the cab.

Good experience. Easy drop off.

Very professional service

Truck smelled of cigarettes and had trash in it upon pick up. Issue was quickly handled however by the team.

The equipment was in working condition, but it was not cleaned out in the slightest. It was covered in sand, but since I wasn't moving furniture it was okay for me to use. The location normally has what I need when I need to rent something, but there is never more than 2 people working making it a long process to get the equipment. This time when I went, 1 person was doing propane and the other, who is very slow (prior experience with them), was taking her time helping hook up a trailer and chatting with the customer at their vehicle. What should have taken 15-20 minutes, with waiting, took almost an hour.

The location is not to blame. The company is. I had a reservation that was not honored. I started at the Normandy location, where I encountered the WORST employee ever. I had to pay to get to this location. Then I was told no trucks in my required size. If I need a 10 ft truck, don't offer me a 26 ft truck. My reservation was for 11AM. My hired help was on the clock. I did encounter an EXCELLENT phone service lady who worked diligently and found me a truck at Neptune Beach. Another paid car ride. They young lady was fast and courteous. However the truck door had to be slammed to close. It became worse during the trip. So between 3 locations and 4 hired car rides, losing my paid helpers and 5 hours lost, having to get a hotel that night, trying to hire movers for a Monday , and not being able to leave until 4pm , I just lost time and spent 487.00, I'm exhausted before I even begin a 1200 mile trip. By the way, the ASHLEY location was excellent, it's just the reservation they gave me did not have a good truck size

The male associate was not wearing a mask. The Ladies were wearing masks.

This place has always been great. Until my experience on 10/26/2020. I reserved the truck 9am (use for 6 hours). Around 230pm I called Uhaul to find out if I can keep the uhaul till 5pm (that's when Neptune Beach site closed). I was forwarded to Uhaul central CSR vs Neptune beach and was told by the CSR that I can drop off the van after closing hours with no extra cost. to just drop off the keys in key drop. I cleaned and filled gas and dropped off at 5:05 (theres cameras there I am sure we can see precise time). I rented the 19.99, with 14.00 insurance cvg. and estm. 26 miles (I went over up to nine miles at 0.79 a mile. I was charted about 130.00. I freaked when I saw this. I called today 10/28 and asked why such a high charge. I was told I got charged for an extra day. That's insane. I am going there today 10/28 to speak to magr. and get this straightened out. this is crap. I have been going to this place for years. I have never had this sort of bad experience.

The rental locations were great but the customer service over the phone could be improved

I've been coming here for years. This location did my trailer hitch, sells me propane, etc. I'm not sure what changed, but I had to write a review. I just rented a trailer there, and it was just a pleasant experience. I think her name was Tracy that I dealt with, she must be in charge. It's a busy place, and watching her lead her team was impressive. Other customers had to be as impressed as I was as everything moved quite smoothly. As a former business owner, just wanted to give her a shout out, you have a good one in Neptune Beach!

If the truck says 19 but I pay 71 there's a problem....... I always get screwed by y'all Also, the staff is lazy and shiftless and they act like they're doing you a favor especially the female handling the transaction...... she was awful

Always a wonderful experience at this location!!!

I did the check in a day early online and just handed the keys to the personal inside the store. Did not mention the things that I mentioned here and above comment box.

Getting in & out was fast and easy