Our reservation was at 1:30 for a 10' Uhaul. We arrived at 1:12 because we wanted to be there early and because it was recommended by the app that we do so. When we arrived we did the normal check in process on our phone and then it was time to go collect the keys inside. When we approached the front there was a sign taped to the door that the manager would be back shortly and there was a number posted. The doors were locked, so we waited a few minutes- I thought it was weird that the manager would leave knowing that there was a reservation but I wanted to give them the benefit of the doubt and we were a bit early anyways. When 1:30 came around I knew that it would start cutting into our reservation time so we tried calling the number several times but no one answered. We were waiting for a total of 45 minutes. I was chatting back and forth with customer support and they couldnt even seem to give me a solution. I had somewhere I needed to be by 2:00 so I was definitely anxious by this point. When the manager finally came around (which she seemed to only do so after someone from customer support directly called her) she pulled up to our car in a golf cart and said "Can I help you?" We told her we had been waiting for almost an hour. She gave us an attitude and said "I don't think that you were waiting an hour but okay" but 45 minutes is pretty close to an hour! But regardless we had a reservation at 1:30 and they did not respect this. When we got inside to collect the keys she told me she didnt have the keys for that vehicle and had to switch our reservation which took additional time. Overall, I will not be using Uhaul for moving services again. It was incredibly disappointing and no one was apologetic whatsoever. No one said sorry once- not the manager or customer support. Also while she was in the middle of switching our reservation to a different vehicle someone else came in and she basically stopped helping us and started helping them instead. I think it was her higher up but regardless what kind of regard for your customers does this place. Super disappointed. Will be leaving a bad review everywhere.
Raul A
Harney Road Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Thonotosassa, FL 33592
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- 4.5 Average Customer Rating
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⭐⭐⭐⭐⭐ Beyond 5 Stars – Harney Road U-Haul What impressed me most was that this location had a touch of home. It wasn't just about renting a truck—it was about how they made people feel. Miss Cathy noticed that my daughter wasn't feeling well and immediately offered something comforting. There was water available, mints offered, and an atmosphere that felt welcoming and genuine. Those may seem like small things, but when you're having a stressful day, those small acts of kindness mean everything. The environment was beautiful, professional, organized, and inviting. It had the feel of a business that truly cares about its customers while maintaining a high standard of excellence. From the outside appearance to the inside setup, everything reflected pride, professionalism, and attention to detail. Miss Cathy made us feel seen, valued, and cared for—not just as customers, but as people. That kind of service cannot be taught; it comes from the heart. Thank you, Harney Road U-Haul, for creating an experience that felt both professional and personal. I left informed, confident, and grateful.
Tarsha HCustomer service is horrible, couldn’t cancel my reservation since it wasn’t in the system
Leilani CVery seamless transaction. Staff was helpful and excellent overall.
Randy WService was outstanding!
William S