I’ve used U-Haul several times in the past with generally positive experiences. However, this was my first time using this particular location, and unfortunately, it left a lot to be desired. I arrived promptly at noon and spent a few minutes checking in via the mobile app. I want to commend U-Haul on the app—it was intuitive and streamlined, which made the initial process smooth. However, things went downhill from there. The trailer I reserved was blocked in by other equipment, and I was told it was my responsibility to move it myself. This unexpected task added about 20 minutes to my pick-up time. While I managed, this is not something I would expect from a rental service, especially one where customers are often on tight schedules. The trailer itself functioned perfectly throughout the day—no issues there. But returning it proved to be unnecessarily stressful. I arrived back at the location just before 6 PM and was told by the employee to "just pick a spot" to leave the trailer. I asked for an inspection, but she was assisting another customer and did not have time. I parked the trailer and took a timestamped photo of it at 6:08 PM, then returned inside. She assured me the receipt would be emailed later. To my shock, the following morning I received an email stating that I had not returned the trailer. As a practicing attorney, I am well aware of the legal implications such an accusation can carry—and this is not something I take lightly. I contacted the Tampa managerial office immediately. Thankfully, they were responsive and resolved the issue quickly and professionally. I appreciate their help, but the fact that I had to take that step at all is concerning. My major concern is this: what if someone else had taken the trailer overnight? Would I have been held liable? This situation raises significant questions about how returns are logged and verified, especially when staff are unavailable or overextended. U-Haul needs to ensure that customers can return equipment securely and with documented confirmation—especially when staff cannot assist in real time. The current process, at least at this location, is vulnerable to error and puts undue risk on the customer. I hope this feedback is taken seriously. I value U-Haul's services and would like to continue using them, but only with more reliable return procedures in place.
Gary D
Sunoco Lutz
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Lutz, FL 33548
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Customer Reviews
- 3.5 Average Customer Rating
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You need to have one standart. Gas station operates with different standards from storage businesses.
RODOLFO MVery efficient and friendly. All went well and as expected
Kevin SThis location was not very helpful at all. This was my location for the initial pick up on May 8th. I was trying to use a government credit card for payment and to do so they needed to sign a DD form 889. We explained what the form was. UHaul corporate even said it was ok to sign the form. They wouldn't. UHaul corporate had us go to a different location. We were told that they had to pay a $50 fee to the credit card for not helping us.
STEVEN NGood Service
Maged W