U-Haul Customer Experience Feedback – Formal Statement To Whom It May Concern, I am submitting this feedback because the link provided to complete the survey failed repeatedly, and after reviewing the nearly $400 charge on my card, I feel it is necessary to document every detail of what was truly the worst customer service experience I have ever encountered at a U-Haul location. Positive Acknowledgment – Kassie (Initial Point of Contact) I want to begin by acknowledging Kassie, the representative I spoke with initially on the 17th. She was absolutely outstanding—warm, interpersonal, patient, and extremely knowledgeable. She walked me through several scenarios regarding my rental pickup and helped me clearly understand: that the U-Haul could still be used since it was never originally picked up, that extensions can be requested, and that if the vehicle was returned before the 24-hour/2-day window, I should not be charged for two full days. Her customer service was exactly what any company would hope to have representing their brand. Unfortunately, everything after speaking with Kassie took a rapid and shocking turn for the worst. Negative Experience – Brian (Manager) After Kassie connected me to the actual pickup location, I spoke with Brian, who I was told is the manager there. What I experienced was shockingly rude, dismissive, and completely unprofessional behavior. From the moment he answered, his tone and attitude communicated: No concern for my situation or safety No attempt to understand what happened No customer service skills whatsoever Instead, I was met with: “You’re charged for 2 days. 2 days. That’s it.” No greeting. No explanation. No care. No humanity. He had no idea whether I was ill, in distress, or dealing with an emergency. He didn’t care to ask. He didn’t pause long enough to breathe, let alone assist. I have never been spoken to in such a cold and humiliating manner by someone who carries the title manager. If this is U-Haul representation at a management level, it is alarming. Vehicle Condition – Extremely Unsafe & Poorly Maintained The truck itself was a severe disappointment: It had a loud, constant squeaking that made the vehicle feel unsafe. The acceleration was so slow and delayed that cars on the road had to speed around me. It felt unreliable and added unnecessary stress and danger. The truck was dirty upon pickup. The mobile check-in system skipped required steps and would not allow me to properly document the truck’s condition. I could not even submit proper photos because the app jumped to the next screen automatically. This entire experience—from pickup to drop-off—created undue stress, lost time, and genuine safety concerns. Billing Concerns – Nearly $400 for an Unacceptable Experience To see almost $400 charged for a truck that: was never picked up on the original day, was used less than 24 hours, and was in such poor condition, is beyond disappointing — it feels like exploitation. A fair and ethical billing adjustment should absolutely occur. Overall Assessment – Worst Case Scenario This experience was: Humiliating Stressful Unnecessarily difficult Unsafe Grossly mishandled And entirely preventable with proper customer service If U-Haul values its reputation, I strongly encourage immediate review of the behavior displayed by Brian. No customer should be talked to or dismissed in that manner, especially at one of the most critical points of service: management-level interaction. I am writing this to ensure that someone within U-Haul understands the severity of the situation, because I never want another customer to experience what I went through. At this point, I can confidently say I will never return to that location again, and I can only hope that U-Haul addresses this internally with the seriousness it requires. Thank you for taking the time to review my experience.
TARSHA H
Storage Sense
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Tampa, FL 33619
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Very friendly staff explained rental agreement in details very thorough.
SARAH ANothing I can recommend - My Whole experience was wonderful and the personal did an excellent job in making my 1st rental a fantastic one! Keep up the good work....
KENNETH DEmployees very kind, polite and knowledgeable. They explained all details and answered all my many questions and more. 🌟
GEIDY DThe location door was closed. Had to look for the drop box area- maybe add signs
Jonathan V