Douglas is rude sometimes and unhelpful. He did not know an answer to a question over the phone this morning availability. I told him over the phone that they did not know last time I called to rent either. He said “at least we are consistent” really? I am here now renting and he is not helping another lady right now. Very short with her and is frustrated that she is having a hard time with the online renting website. How does a person like this get to deal with the public? I rent here once or twice a month to tow a motorcycle. He is consistent for sure. I can deal with it but it should be fixed. He should be more friendly and more helpful. He is knowledgeable but he has no patience.

My reservation was not ready, the staff closed out my original reservation which messed up my refund that I had received from u-haul.When I finally rented and received my trailer, it was absolutely dirty on the inside. I lost time picking up my rental and having to clean it out myself.

I returned my u haul and young man unhooked it and was plesent. I ask for a receipt showing I turned it in. Went inside and had to wait but Cynthia she kept things moving and was nice.only the place is so busy I had trouble getting turned around to leave.

Wasnt able to get reservation that Ive had, clerk refused to accept my truck return and just told me to figure out myself how to self return it. Very unfriendly stuff who doesnt care about customers. If able to use different location definitely dont go to this one.

Location is a horrible. The parking lot attendant was incredible rude and condescending. The parking lot has no flow and the entrances and exit are a disaster. Would recommend other locations. Terrible beyond terrible experience.

I have never, in 38 years, ever experienced the level of hostility I did from the lot attendant, Douglas. I have used this location numerous times over the past 15 years. Checking out a trailer, the friendly gal behind the counter (Rose, Rosemary maybe?) WARNED me not to anger Douglas outside and gave me very specific instructions where and how to move my vehicle. I thought she was being tongue in cheek at the time. I went outside and did exactly what she told me to do, back my vehicle up alongside the big green tent. HOLY HELL. You would think I set the place on fire. Douglas approached my vehicle incredibly irritated right off the bat. I apologized and said I was just doing what the girl in the office had told me to. He yelled about me not knowing what I was doing and then went inside to set her straight back in the office. When he returned, I thought our experience would reset. I couldnt be more wrong. Over the coming ten minutes, this man Douglas continuously berated me saying that I clearly cannot understand simple instructions, that all I need to do is listen and obviously thats not one of my strong suits, that hes going to give me even simpler instructions so I can try and get things right, I mean going on and on. I made the mistake of apologizing repeatedly, thinking he was just having a bad day, but the man literally wouldnt quit insulting me and my intelligence over backing up a vehicle to a trailer, even though I reversed to within inches of it. He was then furious I didnt wait for his command to do so. I mean legitimately MAD. Ive never actually been afraid of an individual during a customer service experience, he had my hands shaking and I went to wait in my car with the windows rolled up. My 8 year old in the backseat kept asking why the man was so mad at you, momma. It was literally shocking the anger and vitriol he spoke with over such an innocent, normal experience. The girl behind the counter was 100 percent right in her warning. The girl waiting behind me in line was standing there jaw dropped, we could not believe how alarming this mans behavior was. I dont now if he has an injury or some difficulty or if he truly just hates women and/or people but now I come to see how many other customers have had negative experiences with this employee. While that does not surprise me, what is shocking is that Uhaul or the manager of this location have done nothing to further train or work with this employee and are just leaving him to behave this way with the public. He seems quite skilled at his job and is obviously familiar with the equipment. My concern is that he absolutely should not be interacting with customers if this is how he behaves. I rented the trailer for 24 hours and instead drove an hour out of my way to return it at 10 pm rather than the risk encountering this human ever again. Im flabbergasted that this has yet to be addressed. You all have a problem on your hands.

Customer service was terrible... Doug wasn’t extremely slow & not helpful at all... he spent lots of time explaining everything to the young man prior to me & it was like pulling teeth to get my questions answered. Seems like selective customer service 🤨very difficult to maneuver on the property. This is the strangest set up they have loading docks instead of drive up access. The doors are not automatic they are old swing doors that you have to hold open with chains. There is always a step to get into units which makes it more difficult to use the 1 dolly the provide. I complained to the General manager Tim directly after he went above & beyond to assist a young lady. Not even an apology!!! Then it took over 40mins to get checked out after the manager pulled in another employee to assist me. Josha M. was the only helpful person in this facility. Very bad experience!

My sister and I came here to rent a truck. We just needed a small one, but all of the 10ft trucks that were sitting in the lot couldnt be rented out to us, so they gave us a 26ft truck instead. The lady at the counter ignored us when we asked why we couldnt have a 10ft truck. $600 for a one way trip from FL to VA. You have to gas the truck up with your own money. I suppose its decent if you need a last minute option to move your stuff, but not the best by any means.

I honestly wish 0 stars was an option, a reservation was made under my name and my car number was taken . Upon returning the vehicle I couldnt their own confirmation number wouldnt work ! I spent an hour on the phone and got no help. I came in the store first thing this morning and explained to the dull and rude employee that did not greet me or ask if I needed help the situation that occurred the night before. After that he said the name was made under a completely different name then mine and handed me a receipt with a pen so i signed and returned it and he was like no thats your copy. I responded with then why did you hand me a pen, he said so you can make sure you werent over charged. This guy should NOT WORKI IN CUSTOMER SERVICE.needless to mention I had to leave the keys in the vehicle unlocked over night so this could have easily been prevented by decent staff.

Check out was easy as long as you do it mostly online and go in and get the keys. Checking the truck back in however, is ridiculous. They need to have more than 1 person working check in when you come back to drop the truck back off.

No surprise their rating is 2.7. I made a reservation online, did the online check-in with my license and all my information. All I needed to do was go inside and pay. So after waiting 15 minutes in line I get up to the counter and she says I still have to go through the entire process even though I had already completed it. She was rude and extremely slow I believe her name is Cynthia (that what is on the paper) but she definitely needs a lesson in customer service. Also they only had one gentleman working out in the lot but he was very nice just felt bad that he was by himself. We have used uhaul many times for trailers and have never had an experience like this, I always check in online walk in and pay and I’m on my way. Worst experience ever (except for the gentleman in the lot). This location gives your company a bad name. Wish I could give zero stars.

They corrected a billing mistake in a timely fashion.

This uhual location is absolutely horrible ... customer service representative Doug is completely rude and Tim the Manager did nothing to correct his behavior... Doug should not be working with customers at all ... I deal with all the local uhuals and this store is the absolute worst ! Tighten up uhual!

3 employees in the office. One had mask down to her chin, one came in and didnt have one on at all, and was wiping sweat off himself. Then I go out to get my truck and the same sweaty maskless employee is in my truck, with the doors closed and windows up, breathing heavy, spewing his bodily fluids all over the cabin. Then no sanitizing the veichle when he left, and agreed with me when I said it did not seem like a very professional operation. I refused the vehicle and was given a new one that I sanitized myself due to a lack of confidence in the staff. I dont expect perfection, especially given these employees probably arent making much money, but this was unsanitary and unsafe in these trying times. A gentleman in the parking lot saw the whole thing and decided to take his business elsewhere since he is diabetic and at a higher risk for covid. This location should be shut down until it can figure out a way to run its VERY SIMPLE business safely. Very disappointing and definitely the last time I do business at this location

SUPER RUDE COSTUMER SERVICE .

This place is awesome!! I need a uhaul more times than I have ever wanted to admit and this place is on point!! They almost make it TOO EASY to use these trucks!

I wish I could give thier customer service a 0! I am currently pregnant and I had unused boxes to return. I am unable yo carry them cause they are pretty heavy. They said we dont provide that service to take the boxes out of my car...so I have to wait for my husband to come and help me remove it from my car to the office which is 5 steps away... worst service I ever experienced!

Pathetic service. UHaul should shut down this location.... incredible.

After an hour on the phone trying to reach a live person, I gave up.Now I know why all the reviews are bad.Ill buy my boxes and packing supplies at Home Depot!

Renting a truck today at Uhaul. Well organized location. Clean and fast.

Reserving a truck days in advance is pointless. To get to the counter and be told the truck isn’t available although I’m looking at the keys and there are multiple keys available for the truck I reserved. Then to be told there is a 26 which is way too big that is reserved, but you can give me that to me is unprofessional. Never again will I. There is 0 customer service.

After a terrible experience at another U-haul where they didn’t even bother to help me, I had a good experience at this location. The 800# customer service agent was very kind and helpful. She transferred my reservation and lowered my rate which I did not expect but was very happy to receive after having to go out of my way to a new location. Other reviews say Douglas gave poor service but I was happy with the way he treated me as he did not have to accept a new reservation which was blind transferred to him and discounted. He made jokes and was personable. Only thing deterring me from giving 5 stars was my truck had 100k miles and was an unpleasant ride. The gear shift would stick and there were times I was scared I couldn’t get it out of park. After hours key drop is not very clear. It’s like a mail slot near the front door (for those of you who could use this information as I couldn’t figure it out). Happy with the service from their hotline and from Douglas.

Cynthia should not have a job in customer service ANYWHERE. I drove 46 minutes to the ONLY U-Haul location in Naples, FL to get some storage supplies. I needed TV boxes, mattress storage covers, picture boxes and 15 furniture pads. With my arm filled with merchandise I asked Cynthia if they had anymore furniture pads other than the one they had on the rack in the store. Without getting out of her chair, she said no...thats it...no.I told her that I had just driven over 40 minutes to get supplies, and, it meant NOTHING to her, at all. Being as this is the ONLY U-haul store for supplies, you would think that they would be a little more accommodating. After further consideration to her lack of customer service, I proceeded to put back over $140.00 worth of supplies, which would have been more like over $300.00 worth of supplies if they had furniture pads. There is NO WAY I will spend my money there EVER!Cynthias lack of customer service skills just cost U-Haul my business and made Home Depot the $300.00 that they would have made, if Cynthia would have taken the time to show customer service skills. What is wrong with U-Haul hiring people like that...if only they knew...if only they trained their staff for the, actual, job that they hired them to do...MAKE THEM MONEY!!! It sickens me to HAVE to give the store 1 star to post this information.

Very slow and unfriendly checkin process.

Excellant serviceSometimes they get very busy, people need to be patient .

AVOID AT ALL COST! If I could leave zero stars I would. Received confirmation call for guaranteed reservation, 24/7 pickup. Arrived and sat outside in cold listening to 1-800 U-HAUL explain how this location didn’t put the keys in lockbox as they were supposed to. Now being sent to different location for pick up. TERRIBLE CUSTOMER SERVICE!!!

I didnt catch the name of the woman who helped us, but she went above and beyond to help us find what we needed for our move. We really appreciate her efficiency and kindness. Thank you, thank you!

This location is well stocked, they were busy first thing in the morning and the counter clerk had to remedy several issues with customers ahead of me. Nevertheless he moved at a steady pace, I was in and out in 30 minutes. The general manager had the trailer hook up to my truck in no time. Nice guys, Ill use this location again.

AN EMPLOYEE THERE WAS RUDE AND UNPROFESSIONAL WITH MY TOW TRUCK DRIVER WHO WAS DROPING A TRUCK THERE ALL CUZ HE WAS HAVING A BAD DAY THIS IS NO WAY TO TREAT SOME ONE WHO IS DOING THERE JOB DROPING A TRUCK FOR UR COMPANY OFF WONT BE USING THIS LOCATION AT ALL AGAIN

Needed a open trailer for moving. Made the reservation online, walked in, handed them my drivers license, they handed it back with the rental agreement, and said it was waiting for me in the driveway. Pulled my car up to it, the attendant hooked it up, and away I went.....all in about 15 minutes..... awesome!

Rude employees. Disappointing experience as other Uhaul stores have been a pleasure to rent from.

If I could leave zero stars I would. This was my drop off location for my rental after an exhausting move. The man who inspected the truck could hardly address me but made the process quick. My horrible experience only got worse after I was told by him to go inside to get my refund. There is a despicable older woman who works at the counter who has the WORST customer service Ive ever encountered. She claimed I never got the rental checked back in when that was the first step I took and berated me the rest of my time there. I was accused of stealing the rental when I had all my paper work to cover myself. It got to the point that her superior had to take over my transaction and got loud with her. She has NO business working there and truly needs to reevaluate how she speaks to PAYING CUSTOMERS and her own staff. Steer clear of this LOCATION.

Great friendly staff and newer equipment. Ive used their service twice. Happy with them.

STEER CLEAR UNLESS YOU HAVE ALL DAY! It took 1-1/2 Hours to get a RESERVED trailer. Not enough staff.1 person to check in. Check in had to re-enter all the information we put on our reservation. Totally inefficient.

I wish i could put 0 stars, the customer service was awful. the girl who helped me obviously has hearing issues. i told her i needed the truck for 2 hours at most and was charged for two days. on top of that they want to charge me extra for gas when i clearly returned it with the gas i was told. these people are only there to rip you off. i have never experienced such terrible service. i will never use uhaul or recommend it to someone.

Slowest place on earth!

I went to pickup a trailer and they were out but the staff was so helpful, gave us the phone number to find one near us. They noticed our hitch was Rusty and the general manager came over and fixed us all up. Really​ wouldnt have been SOL without their help!

If you are going to offer propane refills for gas grill tanks, then you should train all of your employees to be certified to dispense propane. I went to your location yesterday and was told that I couldnt get propane because their was no one certified on sight to dispense it. Why offer a product if you dont have employees to provide the product? I will not be visiting your location for propane in the future!

The lady who helped me inside said to unhook my trailer anywhere. I went outside and got in the car to move it somewhere out of the way, only to be yelled at. The employee was helping another customer as he proceeded to yell at me “what are you doing?!” There was an area he wanted open but apparently could not be bothered to come tell me in a polite way. Unhelpful and rude. Return your Uhaul rental elsewhere if you can.

I won’t be coming back here to get propane - First time i thought it was a fluke, but second time confirms it...The staff has an incredibly negative attitude. Seem annoyed by having to service you. I will never come back. Too many other better choices.

DO NOT GO HERE. GO TO ANY LOCATION BUT NOT THIS ONE. DOUGLAS IS EXTREMELY RUDE AND UNHELPFUL.I arrive before 7 and went inside to ask how to return my equipment and for help unloading my car. The employee there, Douglas, told me to do it myself. When I explained to him that I wasn’t able to and that the location in Tallahassee did the mount for me he proceeded to call me a liar and say that he wasn’t going to remove my car. He continued to be rude and tell me that they closed at 6:30 and that I needed to do it myself. I tried to keep explaining to him the situation and he finally agreed to take my car off the transport. All the while he was very rude. While he was taking my car down, another customer pulled up behind me. Douglas yelled at him, the customer confronted him by saying that the reviews online are true and that the customer service was terrible. Douglas yelled at him saying “good customers get good customer service and you’re not a good customer.” Once my car was off I tried to go inside to finish the return of the truck, Douglas refused to let me inside claiming that I should just leave the keys and leave because no one inside was going to help me. He finally let me in, the woman inside refused to help me claiming that the computers turned off at 6:30 and that she wasn’t going to help me. After leaving the keys with the woman I tried to leave the store only to see that Douglas had locked me inside and I had to get someone to open the doors for me. I’m still in disbelief at how badly I was treated as well as the customer that was there after me. It seems that the employees at the location are very aware of their disrespectful treatment of customers and do not care. It was incredibly disappointing to end my uhaul experience this way and I’ll look into using a different company next time for my moving needs.

We rented a trailer on September 1st around 4pm. The customer service was simply the worst I have ever experienced. The man working that day left us in the heat (Im pregnant) after he hooked up the trailer and the lights wouldnt work... He left with no indication of returning. He said its our car (even though he didnt verify if it was the harness or light bulb). My husband is a mechanic and couldnt find anything wrong with our car... After waiting 20 minutes or so we drove the car to the front. The man working screamed at us for stealing and I explained we didnt know where or when he was coming back and that it was too hot for me being pregnant to wait.. He screamed he has a heart condition and he is hot too so that makes us even. We asked what do you do next... He continues to yell at us that its our car and that hes not here to fix it! My husband and I are literally speechless.. he was treating us like we were garbage. I left to stand insidethe building. About 10 minutes later or so the man working walked passed me to grab a wire harness.. No eye contact or communication to what he was doing. He then changes the wiring harness on our car and the lights start to work! We still have no idea how he knew specifically to grab the wire harness after yelling at us for so long that it was our car and not the trailer. He then yells at my husband for the paperwork... My husband says no apology? Nothing? The man then reverts to yelling at us that no, we were going to steal the trailer ---- which in itself is ridiculous because we paid and signed and he left us cold shoulder long enough we had no choice but to pull our car to the front to find out what we were supposed to do next. Whoever was working that day needs to be talked to.. Honestly with how awful he treated us, I dont say this lightly but he probably should be fired (side note I work for the airlines and have lots of experiences with irate people who wouldnt treat me this way...period.) We tried to ask for a manager but he wasnt on duty.

I normally never give reviews but I believe this definitely needs to be done to keep people from being scammed. I had rented a trailer for 24HR @ 4:25pm they clearly said to have it back next day before 4:30pm or I will be charged another day. I brought the trailer back the next day at 4:20 and waited outside with the trailer at the recommended stop point for the employee to come out to check you in. I waited for the guy outside for 10mins as I seen him walking around and noticed I was sitting there waiting and he never came out when he noticed me. He waited till it was 4:31pm to come outside to tell me it was a late drop off and I was going to get charged another day.

Ordered a truck for moving, I couldnt get a truck for 3 days. When I was given an appt and showed up on time, I was told by the worker that they HATE when this happens??? So if this has been happening, why hasnt anybody in the company come up with a solution??? I dont run a business, but if I did I would be sure to keep My word, and permit this from ever happening again, even if it cost money. To successfully run a business it is paramount that you have the product at the same time and date as promised. I had even received a text the day before, when I specifically told the woman who scheduled my rental, that I wanted a phone conformation.... not a text. Make sure if you use this company you get a 50$ credit for not having your rental when promised.

The people working the counter were extremely rude. One of the employees, Rebecca, would not even aknowledge my presence or answer us when we asked her any questions. We had already made a reservation, but would have definitely taken our business elsewhere if we had not. I would never go here again

Moving to Bonita Springs, I had to drop off a trailer at Naples U Haul. When I pulled into the lot, I passed by the office with huge picture windows. I read the sign that said to wait for an attendant. I waited. I stood at the trailer and saw a couple of guys chatting. They saw me. After a few minutes I approached them and asked if they had seen an attendant. Turns out one was an attendant. Dont know who the other guy was. He walked off without a word. Come to think of it, the attendant could hardly spare a word.

Timothy was hard working and professional.If this review was solely based around his work effort, it would be 5 stars.However, on returning our JH (26 truck), we were forced to deal with Doug.We advised him we were going to self return our truck, but we had a seperate contract for our furniture pads and those need checked in on their own. He ignored that, and told us to throw the keys in the slot for self returns.We went inside with the contract for the pads, told him wed like a printed receipt, and he grunted and angrily wrote Received Doug on the bottom of our out contract.This does not check in the pads.I worked for Uhaul for 3 years before moving to Florida.I know I didnt want a phone call in a week asking where the pads were.I went inside and told Doug that, I worked for the company, I know how this works, and Id like a printed receipt for my records.He took the pads, put them back on the truck, angrily checked it in on their Uscan mobile device, printed a receipt, and handed it to me without saying a word.I wonder if I didnt mention that I worked for Uhaul, if Id be charged for missing pads solely on one employees refusal to return my rental.What was a great experience with this location has turned into one of the worst customer service experiences Ive ever had.The only reason this review is 2 stars and not 1 is because of how hard working Timothy was.

Helpful facility. Great customer service. Had just the right truck for my moving needs

Slow. Unhelpful. Couldn’t care that 8 people are in line. Zero urgency.

This place is terrible. Under staffed, and brainless. They dont understand how to use their own machines. Five people in line when I walked in, an hour and a half later, with two customers walking out, im still not being helped. Unbelievable. Wanted a 15 truck and left with a 26. Unreal.

This place is poorly managed, I get a call literally minutes before Im scheduled to pick up a truck, telling me that I have to go Lehigh Acres to get a truck. Last time I came into this location to get supplies, I walk in and the girl at the counter just looks at me, doesnt greet in any way, she just stares. Uhaul does not care that customers are being treated this way because the money they make outweighs the complaints. Its sad that a company this big basically tells you its gonna be like this whether you like it or not

Best rates for insurance in Naples. Great service. Fantastic supply of trucks.

Second time I have used them within a month. In and out the door in 5 minutes. Inexpensive, reliable moving vehicles from polite staff.

Great experience returning my one-way rental truck here. The attendant who assisted me was so friendly and helpful.

Took two weeks for you to charge my credit card. Thank god I had money available. Other than that, they are friendly and one of the best U-Hauls Ive ever been to.

When my moving truck breaks down. This is my go to. To keep my customers moving going smooth.

Upon pick up we were rudely yelled at by a worker to not take the truck.... instead of politely saying that he would move it for us. For drop off it was Slow service without being acknowledged. Workers were cleaning while we clearly were waiting to return. Then there was a mistake on the mileage and we let them know inside she told us they would take care of it outside then were told to go back inside for them to take care of it. Just a side note the parking is impossible.

Had trailer hitch put on my SUV, they were fast and good service.

What a joke! Worst customer sevice!!!

I moved to Naples from New York State. When I arrived I didnt have a place to stay, and searching for an apartment with a trailer behind my car was a quite a bother. They let me store the trailer on the their lot overnight. They were very helpful and were their when you needed them.

This location is awful.The older guy doesnt know what he is doing and i wouldnt trust his judgement. He didnt even know how to put on wiper blades. He failed to put my auto transport on correctly so when i began driving on it, it flew up in the air. He had disappered after he hooked it up and didnt even finish helping us. Luckily there was road side assistance there to help with this old guys major mistake! Seriously he needs to be fired! Not to mention the rudeness he displayed is so unprofessional.I spent a total of 2.5 hours here because shortly after we got there, employees had left. So there was no one on site for assistance except for the woman upfront thanks to the manager for poor time management and poor scheduling. Such unprofessionalism here!That woman and spanish man deserves a raise for being the only ones who seem to display a sense of competence and politeness.And, i got a damaged truck that wasnt cleaned and smelt like dead fish!

The least courteous, most unhelpful and rude staff I have encountered. If I could rent moving services elsewhere, I would.

30 minute wait just to get to the counter. Understaffed and no extra help when they are busy.

Timothy was a huge help. I was a mess because things werent going accordingly to plans. He helped us so we could get on our way. Thank you for dealing with cranky customers (me)!

Over charged and truck had oil leak on the trip. Uhaul would not remedy. Sad because we are Hurricane Irma victims. Shame on you Uhaul!!!

Quick and easy rental to move a Sauna. I was in and out in no time.

One of the worst customer service I’ve ever had !! When I get there the guy taking me in seemed like he didn’t want to work!! And when I checked the truck back in the receiving guy was so rude that I had to ask him to get me another person!!! Unbelievable!!!! I don’t know how they stay in business with people like that working for them!!!! Wow!!

Worst customer service ever

Offer services that they can not provide.The worst compay I have ever dealt with you are passed from 1 customer service person to another only to be told that there is nothing they can do!

The Staff is Amazing! Very friendly and professional.

Customers service sucks would not recommend anyone to use this service

Told me over the phone that my charge for a truck rental and a trailer would be $25. Final cost wound up being $90. Never uhaul again

Every time I come here there’s only one employee to take people waiting to either buy or ask questions. EXTREMELY frustrating and annoying!!!!!!

Worst customer service. Rude to their customers. I actually left and would never do business with them.

Extremely rude, aggressive general manager. I’ll never go back

The staff was very helpful and polite

I went there today and the two employees were slacking, may have been the heat, who knows....

Very welcoming place.

Cashier, lot attendant terrible & rude service.

They gave us a broken truck that broke down on the highway🙃

They should have more people working.

Very poor customer service

Terribly under-staffed and disorganized.

Really good service

Good customer service

Why make a reservation?? Made a reservation the week before. Went in for the truck and it wasnt there!! Was offered a truck almost twice the size, cant use a truck that big where I need to pick up my items.

I never go this place again

I was looking for boxes, that had then :)

Very Professional personal !

Quick and easy

Just rude.

Little bit to expensive

The reservation was made by phone and they do what they want in this place the attention is terrible BAD SERVICE