I had been renting with U-Haul Self-Storage and Moving at Regency for over seven years, and the…read morerates were always affordable. The customer service was pretty good. At times a customer could be difficult to deal with regarding a late payment, but management was helpful and open to communicate with. My last year at the site Josh Marion stole my keychain while it was on a push cart and I was in my storage unit looking for something. When I asked him about my keychain he denied having it, and I could hear him moving my keys across the counter. My entire keychain was stolen while I was in my storage unit. My car key, my post office box key, my storage unit key, and any key cards on the chain. This theft took place September 2021, and I have been suffering with the aftermath of this theft for almost a year now in about ten or eleven days. General Managers are required to make walk arounds of every hallway at the storage site and around the entire perimeter. Instead of walking around the whole site Josh Marion would just walk to where I was parked at or where my storage unit was at. He and his wife would move trucks around wherever I was parked at. If I wanted to park my car behind a U-haul truck for some shade, Josh Marion and/or Cassie Marion would move all the trucks away from my car. Josh Marion did not walk through the entire site like he was supposed to. He would closely watch me in comparison to other customers. Management told police that surveillance footage could only be reviewed at the corporate office in Arizona through a court order, but when I called the corporate office they said that they have no such surveillance footage available. All they have are motion sensors, and footage of who enters, exits, et cetera. Management had access to the footage and was lying about it to cover up the theft. A lot was stolen from both my car and my storage unit as a result of this key theft. Items include: my child's social security card, my birth certificate, my social security card, my laundry, my FAST shampoo, my FAST conditioner, the combination to my safe, contents of my purse, make up, my list of housing resources, my jumbo checkers mat, my stickers for organizing the squares on the yard size checkers mat, my sharpie pen, Millard Hopper's How to Win At Checkers, stacking cups for my baby, a round red elephant toy with varying shaped holes (That was a birthday present.), the plastic 3-d shapes that go with it, a sketch pad with my child's stages of drawing in it, my HALO jumpstart charger pack accessories, including jumper cables, car charger cord, my red and blue Ruff Ryder flip flops, a red and purple floral dress, two parking citation documents, a print out of the latest DCF report made, the pamphlet for an information report on sexual assault (It was returned.), two c-block chargers, two USB cords, all my white clothes soaking in an orange Home Depot bucket, a small red address book, my iphone 6, my blue G-2 pilot pen, my peanut butter-filled chocolate Reese's muffins, my social security card, my birth certificate, my HUD folder, passwords and usernames to my Bright wheel account, my paystub account, my Watch Me Grow account, my Gmail account, my mail.com account, my groceries, my glute workout plan (I reprinted it for $40.), my toothpaste, my whitening kit, my child's toothbrushes, my child's toothpaste, my child's infant baby food, my car charger adapter, the wires to my dash cam, the manual to my dash cam, my earring posts that I bought from Rose's, my child's social security card, some castor oil, some baby oil, facial exfoliating scrub twice, organic, scented bar soap, washcloths, my ALCATEL tablet, the box it came in, water jugs, water bottles, snacks, travel size bar soap holders, toothbrushes). They also added substances to the car to lower its quality and cleanliness. Josh Marion passed my key ring around to others, and who knows how many other people have copies of it now! He would tell the police that he does not have it, but he would lie about ever having it. My car insurance company dropped me as a result of all the claims I did due to numerous break ins from people associated with Josh Marion who had access to my. I have had thousands of dollars in damages and thefts occur as a result of this theft that took place at U-Haul, and the president of U-Haul did nothing to acknowledge my concern. She did not reply to or consider my e-mail. Even though I had insurance I did not reimbursed for any of the damanges or stolen items. The gate at U-haul scratched my bumper because the gate was not motion sensitive. It did not retract when a vehicle was in the path of the gate. The Marion's denied my claim stating that it was my fault. Then they had the gate modified to be motion sensitive. U-Haul should have paid to replace my bumper and the company did not. :-( The staff at this company are not responsible. They stopped showing customer care.

Great resident managers. Very helpful and knowledgeable. Made our experience easy. Antonio was…read morevery helpful and so was his wife, Highly recommend this facility

I had to give 2 stars because the individual that helped me get my rental was quick and efficient…read more They also exhibited excellent customer service. If it weren't for her then i would give them 1 star. Penske company is holding my refund and telling me i have to wait an additional 3 to 5 business days to receive my $60 refund. I received my rental on the 07Nov19 returned ot on 07Nob19 and have yet to receive a refund. I spoke to representatives on 2 occasions. The first was yesterday 20Nov19. On this date i was told my refund was not posted but the woman was able to speak with manager Connor to correct this issue for me. They stated the refund will be in my about yesterday 20Nov19 or today 21Nov19. Today i call penske a lot more distraught and confused because i was told my refund would be posted but i have yet to see a dime. After speaking to Lisa M. Customer service rep, William Rock Retail manager and Dustin Dance District Manager, I am basically being told I'm delusional and that the money was already returned to me. Yes I'd admit they attempted to help by "posting the 60$ again" (in quotations because i never received the first $60) but say it won't post for another 3 to 5 business days which is absolutely absurd. They are literally playing with my money and my livelihood and expect me to continue waiting for my money. With this being said i wouldn't advise anyone to use Penske especially not the Jacksonville FL branch because of their lack of professionalism and concern for their customers. On a lighter note Uhaul deposits your return the very next day without any hiccups. They are a little more expensive but the total experience is 10 times better. With this being said shop wisely my friends.

From the owner: Save Up To 20% When You Reserve Online Today!read more

As a professional contractor This used to be a place to go…read moreand had the best staff most knowledgeable Eager to help and truly acted like they wanted to be there on this job Now let's get to this new staff .. This is an absolute joke The worst experience I've ever had at any location I use Uhaul every single week I am truly looking currently for a new location with staff that are friendly and want to actually be on the location and go to work My wife and I were both humiliated and extremely insulted this was not a good experience

Having properly trained employees is key to a successful business! Came for a rental and was told…read morethe gas is at 1/4 tank and if we fill more than we will be reimbursed. Come to drop off and ask for the reimbursement and were told by another employee no, reimbursement is only for the miles. So we overpaid for gas that we won't be getting reimbursed for. I'll stick to the usual location for now.

We were returning a rental- easy to drop off. I will not ding this location- but we were irritated…read morewith U-Haul practices. My husband had reserved a U-Haul for pick up at a specific location closest to where he needed the truck only to be texted the day before that he needed to drive further to another location to retrieve his truck. Highly frustrating when you make plans and the company shifts those plans. After picking the truck up and getting on the road he was texted again informing him that he couldn't drop off the truck where he had arranged either and had to drive to this location instead- which was the opposite direction of his work and my work. It was out of the way and caused us to be further late for our jobs. While the locations used were fine for services- the overall U-Haul experience left us thinking next time to research other companies. U-Haul for this trip was a 1 star experience, but the stores themselves were ok. *We had experienced the same problems the last time we used U-Haul to move to Jacksonville. Having to find a location that would accept the return of the larger truck.

Absolutely do not rent from here. I rarely leave reviews, and for u-hauls of all places. But the…read moreexperience I had here has made me want to warn you to please just drive the extra 10 mins to another uhaul place than use this location!!! I ubered there, reserved my item, checked in online, etc. the only thing the manager/ owner had to do was open a gate and give me the key. Waited 15 mins in front of an office until another customer came. We went next door when I was told by a really sweet woman that the manager was there and he lived on property so I walked back to the office. Called the 904 number listed a total of 8 times until i decided to walk back into where the storage units were when there was a random man in a window who asked how they could help me. I told him i'm trying to get my rental and he said "I have no idea" I asked "you have no idea who I can even talk to? You live on the property." He ignored me and just closed the window. I'm assuming that was who was meant to help me. When you call it says business hours are during 1pm so literally so odd please don't waste your time.

The ladies working the desk at this Avis location were knowledgeable, friendly, and the customer…read moreservice was absolutely on par with the standard that I've grown to know and expect as a loyal customer. Securing my vehicle was quick and painless, and although this location is still "old school" with their vehicle check out process and many extra steps, it was still relatively easy. Expectations met, greatly appreciate it!

You book a car ahead of time to make sure it's waiting for you. Not be given last minute…read morecancellation. Now I have to scramble to find another. No discount. Just a "sorry."

I agree with most of the other reviews here. The service at this U-Haul location is lacking…read more I reserved a trailer online through U-Haul and when I went to pick it up they couldn't find my reservation, even though it was showing in the app and online. This has happened at other U-Haul stores in the past; so I think this is a problem for their IT and Dev teams that needs to be fixed. The people working acted like they did not want to be there, much less help customers. Took 45 minutes to get checked out and get the trailer, and while I waited at least 3 different customers came in disappointed about not getting propane refills because the workers said nobody was there to fill it for them; you would think everyone working would be trained on filling up propane as it is so easy I was doing it as a teenager when I was working for a hardware store. Another guy came in because his truck he rented broke down and they were like "you need to call", not "let me help". Then the trailer they gave me was rusty and falling apart; could barely open & close the door. It kind of pissed me off since I paid $25 for their liability insurance; should have got a more decent trailer. Next time I will stick to the U-Haul location in Mandarin, as they are better organized.

I want amend my first review, the manager and owner of this Uhaul corrected the situation and…read morerefunded the money I was over charged. Thank you for taking care of the customer.