I am extremely disappointed with my U-Haul rental experience and have already escalated my concerns to customer service. I originally reserved a truck for 10 AM at my preferred location, but U-Haul relocated my reservation to CLOUD 9FIVE4, a smoke shop in Fort Lauderdale. Despite receiving written confirmation guaranteeing my 10 AM pickup, the business did not open until 11 AM. I had requested a contactless pickup, yet I was forced to wait an hour, delaying my entire moving schedule. Upon arrival, the truck’s doors were unlocked, the rear cargo-door lock was unusable because we were not provided with the necessary key, and cigarette remnants had been left in the cup holders. I also observed an individual sleeping inside another U-Haul truck at the location. When returning the truck, we encountered three individuals outside the business smoking from a bong and a blunt. We had to walk past them to return our keys, and the area smelled strongly of marijuana. I have photographic documentation of the conditions outside the business. Additionally, I was charged for a utility dolly that was never provided. My concerns extend beyond poor customer service. The vehicle’s condition, inability to properly secure the cargo compartment, failure to honor my guaranteed pickup time, and overall environment were completely unacceptable. U-Haul should be ensuring that its authorized rental locations meet basic standards of professionalism, cleanliness, vehicle security, and customer service. I am currently awaiting a call from the area manager and expect these issues to be taken seriously and appropriately resolved.
Uwohila H
Cloud 9Five4
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Fort Lauderdale, FL 33311
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How U-Haul Reviews WorkReally great experience. Great customer service and care.
dylan BKeep them away from this location!
Igomene JThe location did NOT have the equipment as “ready” in the system. Hence, we could not finalize pick up until two hours after we had our reservation. We ended up paying 2 extra hours to our movers (Waiting for us due to the mistake from the pick up location). For the drop off, we turned in the keys in the employee’s hands 1 hour before the drop off time and with 2/3 of the miles used. However, my rental still showed as “active” 2 hours after drop off. No reimbursement neither for using less miles than we paid for. Also, the wifi signal was poor at the location. The app was very slow and not helping much. AVOID this location!!!!
Enrique RI was sent to a marijuana shop that sells sex toys and drug paraphernalia to pick this truck. My 13 year old grandson was with me. And to make matters worse we were in there for about 45 mins because your technology and apps did not work. It took multiple phone calls to get this resolved. Do you not have any standards for who services your trucks. Horrible experience.
Marie R