U-Haul Moving & Storage of Kissimmee St Cloud

We recently had a poor experience with this specific location a few months ago. Actually, it was with one employee, to be specific, after an issue with a trailer. It was enough to make me not want to come back and give them my business, and we typically rent a trailer from this location 2-3 times a month, 3 days at a time. So lots of money spent. However, the manager gave me a call after this specific incident and apologized as well as issued a credit back to my account, which means a lot, showing they care about their customer service. The past 3 rentals from them have been perfect. Great customer service, clean trailer, no issues. Thank you for taking the time to make a customer’s opinion feel valued. We will continue to rent from this location and recommend to anyone and everyone.

I rented a 10 ft box truck from U-Haul for a day and returned it today. The entire transaction, from picking up the vehicle to returning it, went smoothly. In total, it took no more than 10 minutes. This was one of the most seamless processes I've ever experienced when renting a car or van. I will definitely be returning to this branch in the future when I need a van, trailer, or truck rental. Excellent all-around service!

I was very disappointed with the lack of knowledge and professionalism from the staff at this location. The first representative, a young lady, did not greet me or acknowledge me at all. I noticed she had AirPods in and kept taking them in and out while speaking to me, which felt unprofessional. She told me that I was required to purchase coverage for the van. I calmly explained that I had already declined coverage when I made the reservation the day prior through the mobile app. She did not respond and simply stared at me. Confused, I asked if there was someone else I could speak with to clarify the situation. The general manager, Chris Ortega, stepped in and confirmed that I was required to take coverage if renting a pickup or van due to a high volume of accidents in the St. Cloud area. This further confused me, especially since the payment screen clearly showed options to either accept or decline coverage. Despite this, I was forced to accept the coverage in order to receive the van. I later called U-Haul customer service, who confirmed that the information I was given at the location was incorrect and advised me to call back after returning the vehicle for a refund. Upon calling again, another U-Haul representative also confirmed that the location had misinformed me and handled the refund quickly. Overall, this was a very disappointing experience with both the staff and the general manager at this location. However, I would give a 10/10 to the gentlemen I spoke with over the phone, as they were knowledgeable, professional, and helpful.