This was one of the worst customer service experiences I’ve ever had. I scheduled a U-Haul pickup for 8:00 AM and U-Haul personally called me to confirm that time. Based on that confirmation, I hired movers at $95 per hour on a very tight schedule and took a rideshare to the location. When I arrived, I could NOT complete the self check-in — not because the equipment wasn’t ready, but because THE KEYS WERE NOT THERE. I immediately called the 24/7 support line and was told the keys were never left and that the location actually didn’t open until 10:00 AM. So why confirm an 8:00 AM pickup at all? I was left standing outside in cold weather with no truck, no keys, and no solution. I had to take another Uber back home, wait, and then take yet another Uber back at 10:00 AM. When I returned, I was then told they didn’t have the keys AND that my reservation had been canceled. After calling the 800 number again, I was told the reservation was still active. After arguing back and forth with the employee, the keys magically appeared. Because of U-Haul’s complete incompetence and lack of coordination, I lost $190 in movers (2 hours at $95/hr) plus over $45 in rideshare costs, not to mention the stress and chaos caused on a moving day. This was not a small mistake — this was systemic failure, poor communication, and total disregard for the customer’s time and money. Moving is stressful enough without a company confirming a time they clearly cannot honor. U-Haul wasted my money, my time, and my entire morning. I will never use this service again and strongly warn others to think twice before trusting U-Haul with anything time-sensitive
JESUS R
Precision Fleet Service LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Lakeland, FL 33801
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