U-Haul Moving & Storage of Westside Jacksonville

I rented a truck and trailer from them to move some stuff recently, and while the office staff were nice enough, they never told me that if I didn't have it back before 7pm, that I'd be charged for a second day, and I even asked her if it would be okay, and she said yes. No mention of the extra charge. When I dropped off the trailer, I remembered I had to put gas in the tank, all before 7. I got the gas and it was after seven when I got back. She even helped me unhook the trailer before I left. When I got back, they had people in the yard helping check in equipment, and I gave the keys directly to one of them, and he checked over the truck, again no mention of any extra charge. I have emailed their customer service and wrote a review on their internal review service, and haven't been contacted or refunded my extra charge I was never made aware of. Poor form and poor customer service.

Brandon the GM is great. I’ve dealt with him before and wish I would’ve spoke to him about being told by one of his employees that I wouldn’t have to gas their truck back up since I was only going 10 miles and the truck was given to me basically on E. The rep this morning did not want to hear me nor care for my concern. I would ask for a refund, but the rep literally looks like she doesn’t care to hear that.

1 star for the associates Demarcus and Kevin. ZERO stars for the manager, Andrew. I made a reservation for a 15 ft truck and a 7 x 11 storage unit on yesterday, June 28th. Reservation #93508478. I arrived at a 3:30 pm to pick up the truck and Demarcus begin the check in process. I was advised that they didn’t take cash app and had to get cash. I go directly back to the store arriving within the hour of my reservation. Demarcus waited on me again and as he proceeded with the reservation, I inquired how much I needed to pay in cash to rent the truck. Andrew said, “$100, &160, I don’t know.” Then Demarcus got assistance from Kevin who noticed that my reserved truck had been rented out. I overheard Kevin telling Demarcus that my truck was no longer available and that they didn’t have any more 15 ft trucks. I waited over an hour on between my two trips to this store. Prior to leaving I advised Andrew that I would be calling corporate in which he responded, “I don’t know what you’re talking about.” How do you not know what I’m talking about when you guesstimated how much my cash deposit would be. My estimated total was $50 according to my reservation. I was there prior to the time of pickup and returned prior to 5:00 when my reservation would have expired. This is totally ridiculous and I have to attribute this negative experience on Andrew who knowingly bypassed me and waited on other customers instead of checking me out since he had the only register accepting cash. I feel like I was discriminated against due to my race because he repeatedly called Caucasian customers to his register after Demarcus advised him numerous times that he was ready to complete the sale. I will be contacting corporate and filing an official complaint. This occurred today, 6/29/23 between 3:30 - 5:30.

The worst experience!!!