I decided to rent from the Sunshine Self Storage location as it was close. U-Haul's website listed their hours as 10 AM to 4 PM on Sundays, so I reserved a truck from 10 AM to 6 PM. I also reserved an appliance dolly and one dozen (12) furniture pads. I arrived at Sunshine Self Storage a little after 10 AM on the Sunday and proceeded to start the online check in on my phone. I got to the step of "Locate Equipment and Keys," where the instructions stated, "Complete rental on your phone, get the combination to the word lock on the black lock box by the front door to Sunshine self storage," found the truck in the parking lot and clicked the "Next Step" button. I was then presented with a screen instructing me to head inside to get the key from a U-Haul representative. Going to the front door, I found that Sunshine Self Storage does not open on Sundays until 11 AM and there was no one on site to help me. I clicked the link stating I was having trouble accessing the key and was instructed to "Please go into the U-Haul center and ask for assistance." With no other immediate options, I waited in the parking lot for 45 minutes until 11 AM when Sunshine Self Storage opened. While waiting, I clicked on the Customer Service Chat, entered that the location didn't open until an hour after my rental was supposed to start, but never received any reply. Upon receiving the keys, I checked and found that the appliance dolly and dozen (12) furniture pads were not in the truck. I went back inside where the representative provided me with the dolly but explained he had no furniture pads on hand to give me. He instructed me to use the six (6) pads that were in the sealed green bag in the back of the truck, and that he would adjust my rental reservation so I'd only be paying for six (6) rather than twelve (12). I loaded the dolly on the truck, completed the rental check out and got on my way, now a full hour later than intended. While loading the truck, I broke the seal on the green bag to access the furniture pads and discovered there were only two (2) in the bag. So, having requested twelve (12), and being told I only had access to six (6), I was given two (2). I made do as best I could, completed my move, and went to return the truck. I knew the return process would be handled via my phone as I've rented with U-Haul several times in the past. As part of the return, it asked if I'd opened the bag of furniture pads in the back, to which I answered, "Yes," figuring someone would need to reseal the bag before the next rental. When the proposed charges were displayed, it included $5 for the six (6) furniture pads I had agreed to rent plus $5 for using the pads in bag in the truck. I selected the "I don't agree with or have questions on the charges," option and was told that someone would be in touch with me to go over the charges. The following morning, I received a receipt via email charging me the $10 total for pads and never received any contact from a customer service rep. In summary, the U-Haul website did not have correct information regarding the location hours so I couldn't pick up the truck until an hour after I'd originally rented it, and I was charged for twelve (12) furniture pads and was only provided with two (2).
STEPHEN J
Sunshine Self Storage Cooper City
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Cooper City, FL 33024
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- 4.0 Average Customer Rating
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I reserved the vehicle for 9am. Showed up to the location and tried to use the app to get the keys through the truck share program. It didn’t work and I called customer service who then told me I had to come back at 10am because the location hadn’t opened yet (even though I was allowed to reserve 9am). I came back at 10am, went through the app, took pictures of my license, etc. I was then prompted to walk inside the office to pick up the keys. Turns out the office doesn’t open until 11am. I had a very frustrating morning because U-Haul does not know at what time vehicles are available for pickup. When I picked up the truck, I mentioned this to the very nice employee and he told me that they’ve brought this issue up many times and U-Haul has not done anything to fix it. I will use competition from now on even if it’s slightly more inconvenient or expensive because I can’t deal with U-Haul’s incompetence again. I will also let my friends and family know about this experience.
Paul FMJ was great and amazing to deal with, I would defiantly recommend this location to friends and family.
JOHN RI would just like an explanation on the billing process I was quoted for x miles and went over if possible to get the complete breakdown
Lathario AExcellent attention
MARLON P