U-Haul

Berlin of Hudson, MA November 13, 2009

I rented a U-Haul car trailer, a U-Haul employee hooked up the trailer to my truck that has a new 2" hitch on it. I drove it 30 miles to destination and when the car was 1/2 way loaded onto the trailer, the trailer disconnected from the hitch and slammed into my tailgate. I had taken out the optional insurance so when I got back to U-Haul I told them about it. They took pictures of the dent and gave me an insurance number to call. Called insurance company a few days later and they told me that since I drove the truck 30 miles the trailer was Ok and they would not pay for damages and if I wanted to pursue the issue I would have to sue U-Haul. I called U-Haul after that and talked with the manager - he also said since I drove 30 miles it was not their problem and his employees are certified on hooking up these trailers. SO BEWARE, if you rent from U-Haul and even though their "certified" employees hook everything up for you, if you make it out of their parking lot without incident, your on your own for any damage done by any of their vehicles even if you pay extra for their optional insurance!!!

Arleen of Green Bay, WI November 3, 2009

I reserved a trailor...Cancelled it..Because i was waiting for the hitch to come in...The place charged me twice out of my account..I did not get the trailor and the hitch until the 23rd.. and the place charged me on 10-21-09 for 184.97..I did not even have the trailor until the 23rd. I was charged when I returned the trailor. They were supposed to fix the dates and never did.

Rosalind of New York, NY November 2, 2009

First my reservation was moved from the Rockville Centre location to the Lynbrook location without notifying me of such. I had 20 minutes to get to Lynbrook to get the van before they closed. I get the van and the mileage was not what was indicated on the paperwork, but because they were closing in 20 minutes the young lady was eager to leave, in fact, she locked up and left before I even got into the truck!

Then the Regional 800 customer service number is ridiculous, they don't know anything and just transfer you to other locations, that still don't know anything. One example, my rental was one way, they gave me an option of returning the Van all the way downtown, some 135 blocks from where I was moving. I found a closer location on my own!

Consequences! I will never, ever use U-Haul again and would never recommend anyone else!

Karen of Newark, NJ October 31, 2009

I made a reservation for a truck(26 ft.) for 10-30-2009. the rep. made a mistake and put the reservation down for 10-31-2009. the truck was not available until 3:30pm on the 31st. Now I can't move my mother on the 31st which is a saturday. They offered me atruck in Jersey at 3:30 or Atruck In Broklyn NY. The Office of the appartment I am moving to closes at 4:00 pm. I now have to drive to Pa to get the Key and try to make it to Broklyn or Jersey City by 3:30. Now I have to try to find someone to move me after all this because all of my family member wwho were gong to move me are no longer available. I am typing this letter while on hold with U-Haul. Needless to say I am very unhappy.

Stephanie of Enterprise, UT October 10, 2009

We reserved a truck # 80074054 and went to pick it up and the store was supposed to be open until 5 and it wasn't open at 4:45. Besides the guy had given us the wrong directions and wasn't in the phone book. We called 1-800 Uhaul and were there for at least 20 min. We got home and he called and had "just stepped out." He had went to the bank even though he knew we were coming. We had to drive back over 10 minutes and didn't get the truck home until 6:40 and had starving kids and were not able to pick up our washer and dryer because they closed at 6. We also had to rearrange all the family that was coming to help us move.

The customer service at 1-800-Uhaul seemed to say it was my fault. They said we'd planned to have it at 11 but even the man knew we were planning to be there at 5 so their information was wrong. I had to beg to get my 50 rebate (they promise if you don't get what you want) after they basically blamed me for planning it at 11. They said I could get a truck in ST. George 45 minutes away which and would reimburse me for miles but what about gas! MOST IMPORTANT we called a uhaul place in Enoch, UT to schedule the pickup. The truck came to Cedar City, UT 10 miles away. Not where we wanted and we have to pay miles to drive it back to Enoch to get our stuff and then on to Enterprise which they state is 64 miles from Cedar. We wanted a truck in Enoch not Cedar! Now we'll have to pay 20 miles more just to get the truck back to where we wanted it to begin with but they said that the truck couldn't come out to Enoch because that's where they took it from Vegas. Why do I have to pay for miles?! This has been the WORST moving experience thanks to Uhaul.

ANGELA of JACKSONVILLE , FL October 6, 2009

I rented a van on 6/13/09 at 4:30PM FOR 19.95 for a day 24 hours and moved some boxes from our old house to a new house that evening, left my personal can there at Uhaul, came back about 10:30 pm returning the van, and going home with my car. I filled teh van with gas and left nothing in it.

Came back next day on 6/14/09 about 4pm and gave them the keys they charged me 55.72 and i paided with debit visa and later to find out on monthly statement they charged 80.00 to my american express and i called they said they said the van was dirty and no gas and there was no inspection of van or no mention of charges.

they cannot sneak on charges. i spoke to corporate faxed them proof of payment and on debit card and they have not respond< i am disputing the charge and they are crooks. i will never use uhaul again. i have been over charged 80.00 and they wont refund it.

va of new york, NY October 3, 2009

i paid my bill on oct.3rd 2009,i put 339.80 on my account and they double billed me and wont return the overpayment.it was there error please help me now i have no money to get back and fourth to work for next two weeks.

Ricardo of Adamstown, MD September 22, 2009

on 9/19/09 I went up to rent a pick up truck for the day. I dealt with a person name Mike. I came home to advise my wife that the truck rental was quite expensive. We rented the truck for 19.95 a day plus .59 a mile and used 60 total miles. My wife asked me how much the bill came to and it came to Mike stated that I needed to buy the insurance and never gave me the option to purchase the insurance or did he ever indicate that it was optional. I found out that my personal insurance would have transfered over if he had explained that it was optional. I would have provided my insurance policy number and/or my ID card that was in my glove compartment.

I felt that Mike did not provide me with correct information and made it seem like I had to purchase the insurance through him. I felt like he tried to take advantage of me and he may be doing the same to others. My wife called up there on Sunday and a woman explained that Mike has worked there for 10 years and he also explains that the insurance is an option. She told me wife that she would try to call Mike and she would call me back. She indicated that she was not able to get a hold of Mike and for me to call tomorrow to discuss this with him. My wife called him on Monday afternoon and he explained to my wife that he told my husband that he explained to him that the insurance was an option and that he does not benefit from it whether the customer purchase the insurance or not. She explained that it was his job to explain to each customer that it was an option in which he did not do. He then told me wife that since she was not there, how does she know what happened. She asked me if he ever explained to me that this insurance was optional and

John of Charleston, WV August 31, 2009

Is U-Haul getting as bad as Hertz car rentals? I called U-Haul to rent a local van for several hours. They told me I had to have a credit card to rent a vehicle. I cut up my credit cards over 30 years ago and do not need one (or more). If I do not have the cash to buy what I want, I don't need it. Is good old U.S. cash not good any more? As far as I am concerned, U-Haul can kiss my Irish backside. I feel many others agree with me.

Vivian of Kennesaw, GA August 20, 2009

I placed a 100 cash deposit on a uhaul truck on Thursday 7/30/09 to be picked up on Friday 7/31/09 at 6:00 pm and returned by 9:00 am on Saturday 8/1/09. I arrived at the above location at 6:05 on Friday 7/31/09 and was advised by Jennifer (Manager on site) that the previous customer had not returned the truck. I waited patiently as the time neared 6:30. Jennifer's behavior was very sporadic and unpredictable. She seemed nervous and agitated.

I went into the office to discuss the issue with her and advised her that I had men on standby and time was crucial for me. I also had a landlord pressuring me to remove my things so that he could prepare the place for the next tenant. I asked for a discount on the truck due to the inconvenience, and she exploded. Her comments were (in a very loud and disrespectful manner) " It is not my fault that the customer did not bring the truck back on time! Why should I give you a discount? I can't make anyone bring the trucks back! I have a concert to attend and I paid 100 for the tickets, I will make it to my concert whether or not the truck is back!"

I asked for my 100 deposit and advised that I can just take my business somewhere else as I saw that I was dealing with an uneducated and unprofessional individual. She picked up the phone and said "wait, let me call a couple of my other locations and see if they have anything. She got on her cell phone and made a personal call to someone while she was on hold with Uhaul on her business phone. She complained to whomever she was talking to on her cell phone about how customers blame her for things that she has no control over and then ask for a discount. She spoke as if I was not standing there.

Around 6:35 the Uhaul truck finally shows up and I went ahead & got it for the sake of time. We left with the truck @ 7/8 units of gas. The truck was swept, filled back up with gas, and parked at the Uhaul location at 3:00 am the following morning. I went by to see her at 9:15 to pick up my balance from my deposit. The office was closed and she was no where in sight. I stopped back by around 11:30 and she was in the office with a couple of customers.

Immediately, I walked in the door, she started yelling at me stating that the truck was not cleaned, the gas was not put back in the truck , and the 9:00 customer had to take 30 minutes preparing the truck for their move. That cannot be true, because when I arrive at her office shortly after 9:00 am Sat 8/1/09, no one was there! She stated that I owed Uhaul International 91.00. We argued quite loudly in front of her other customers. She stated I have to finish with these people, I'll be with you in a minute. I obviously at that point did not want to deal with her.

I left and contacted her boss at Uhaul corporate the following Monday 8/3/09 and advised of the circumstances. He apologized and looked at the account history and stated that Jennifer had closed everything out so he was unable to make adjustments on the account. He showed a balance of 44.01 and we agreed that I would drop off a check at Jennifers office in that amount, call him back and he would go in and discount the truck rental rate, remove the cleaning fees, etc.

I was going to make the payment on Friday 8/21/09 and on Wednesday, August 19, 2009 I received a call from a Ms. Gardner of Focus Receivables Management Co. I advised the representative that I would have to give her a call back because I was at work. I called this collection agency the following day and was advised Ms. Gardner was not available. The representative tried to pull the account information and there was no information in the database. He thought that it was strange that I got a call from their office on yesterday and he could not acess the account information. He suggested that I wait on another call from Ms. Garber and she can discuss the balance and any payment arrangements.

The debt of 44.01 is less than 30 days old and the Uhaul corporation (Jennifer) has turned it over to a collection agency? I would like a complete investigation of the Uhaul Corporation in Marietta, GA and their mishandling of this issue as well as the manager's conduct and lack of professionalism and unethical practices being used.

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