|
Courtney of Bellingham WA (08/31/08)
I made a reservation 2 weeks ago - for a 14' truck on Aug 31st. I have 4 complaints. #1 - I was told a Uhaul representative would contact me before 6pm on the day before to schedule my truck. I was not contacted until AFTER 6PM. #2 I was told a truck was available in Oak Harbor. This is NOWHERE near where I requested - it is over an hour away, approx 55 miles ONE WAY, out of town. Extremely inconvenient. The extra $50 will not likely cover the extra gas needed for this extra 100 miles, not to mention the extra TWO HOURS of time it will take to drive there and back.
#3 The Oak Harbor office is only open for 1 hour on Sundays, from 8am - 9am. This is also extremely inconvenient for me as my friend driving me to the truck pick-up location is THREE HOURS away and will have to wake up at 5AM in order to get me to Oak Harbor in time. This is ridiculous. #4 - my confirmation email says that a 17' truck is reserved for me. I wanted a 14' truck. I don't care if I am only charged for a 14' truck because I am not COMFORTABLE driving a 17' truck. I ordered 14' because that is WHAT I WANTED.
THey have made experience worse and dealing with them has added to my problems and has been a horrible decision. I am practically doing this move by myself, and was able to convince a nice friend who lives 3 hours away to drive me to the Uhaul pick-up. Now due to phone calls only 14 hours BEFORE the move, plans are being changed all around me. If there were no 14' trucks available on Aug 31 in Bellingham, WA I should have been informed.
I will make it a point to avoid Uhaul in the future and will spread the word. I feel that my WHOLE rental fee should be waived for the way I've been treated, but after reading other complaints on this board I am worried I will be over-charged.
Siriporn of Lawrenceville GA (08/25/08)
This is the worst experienced that I had with this U-Haul Truck rental I will not recommended this company to any of my friend and relative. bad company to do business with.... first I made reservation I told them I want to pick up at 8:00AM they told me no problem when I got there to pick up they don't have my reservation. so I had to find different place but still the same U-Haul company I got it and rent one way and dropped it off at Athens, Ga
the placed where I dropped off was very ruled not nice at all. He told us don't have place for us to leave the truck he told us to delivery at different location which on the other side of Athens, Ga is 30miles out of our way. As far as my con-cerned this is the first and last. waist of my time and lack of concern.
Tammie of Riverside CA (08/22/08)
I rented a truck from u-haul, when I dropped it off I left my equipment bag behind the seat by mistake. Ralph checked the truck in, I waited in line for 20 minutes to pay the bill. I called back aout an hour later and asked Mike if he found a bag of equipment, he said the business was closing in 10 minutes, they would not wait for me to get there, he refused to tell me on the phone if he had the bag.
I made it back before they closed. Mike came outside, I asked him if he had the bag, he asked me to id it, I did, he said that if any items were missing they were not responsible and asked me if I wanted the bag. I said yes, when I checked the bag my $500. digital camera, a pocket knife and a mini stun baton were missing. All other items were there. I asked Mike what happened to the items, he said that Ralph pulled the bag from the truck and set it on the ground hoping the owner would come find it.
I asked Mike if that was standared policy, why did he not bring it inside? I was still waiting in line while he processed the truck, he knew who rented the truck, he had 2 different cell phone numbers to contact me. Mike said they were really busy thats why they just set it on the ground. He told me I could talk to the general manager on Monday.
I make contact with the general manager, told him the story, he said the bag should have been put under the counter. He said he would review the video tape and get back with me. Greg called me 2 days later and said the video had not recorded and both guys said they did not take the items.
I have made several phone calls to the regional office with my complaint. The refuse to connect me with the regional manager, said there is nothing they can do. They rufuse to tell me if they have any kind of policy or procedures for their employees. They said there is not claim form, or any way to resolve this issue. I will never use this company again or refer anyone I know to them.
I am out approximatly $700.00 worth of work equipment, which I have had to replace.
Randy of Rising Sun MD (08/21/08)
My wife and I reserved a 26' truck from U-haul approximately a week and a half before we were moving. At the time of filling out the paper work I insisted the truck be available for pick up at the location we were reserving it at. I was told that the truck WAS NOT ON SITE but that someone would call us 24 hours in advance to the date we were to actually pick the vehicle up to tell us it was there. I called the location several times throught the week to see if the truck was available and on site and was told they hadn't found anything as of yet.
My stress is now building. I have a 3 bedroom house to load and then drive 8 to 10 hours to our final destination. The day before I am to pick the truck up, I get a call from a U-Haul representitive and I am told I will have to drive out of state to pick the truck up. I get livid on the phone complaining, and get transferred to a higher up. This woman, Cierra from South Philadelphia says she will see what she can do and will call me back.
Approximately 15 minutes I am talking to her again and she is explaining there is nothing that can be done, that I have to drive to Pa to pick up the vehicle. I specifically ask her for the address to U-Haul Corporate offices,,, and she asks me why I need it. I told her I was going to write a letter of complaint. She put me on hold for 5 minutes, came back on and started giving me the address to her offices. I stopped her and ask her if that was the address to the corporate offices and she said no. I ask her if she was telling me there were no other offices or people in charge higher than her position and she said there wasn't....
I called the location in Pa where the truck is at, not U-haul center and the owner is also very dissatified with the way things are done at U-Haul and agree's the Pa is not the home location for their corporate offices. I go online and find out the offices are actually in Phoenix Ar. I called the offices there and was told there was nothing they could do from their location that I had to call the reservation manager for my region, which is South Philadelphia, and request another truck at a closer location.
Needless to say, with only getting a 24 hour window of notification, I am not about to get put back in the system! I will never, never use U-Haul again, ever! Additional driving time and fuel used for nothing.
Deborah of Appleton WI (08/20/08)
We reserved a truck (in June) for moving our kids & roommates (in August) out of their apartments and into new ones. The move was to take place during the annual college move,2 hours away from our home. We were text-messaged the night before the move that we could pick up our truck--in another state, over 100 miles away from where we needed it! We received the call after the office was closed, so we were forced to cancel our plans that evening, and try to find someone who could assist us.
When we called the 800 number to discuss this outrageous arrangement, not only were we treated with utter disrespect and rudeness, we were informed that we were lucky to even get one of their trucks, since their reservation lines were incorrectly re-opened to accepting more reservations for trucks that did not exist. Many people were not going to find out they had no trucks until the very day they thought they were picking them up! When we protested this method of doing business, we were told, Hey, it's not my problem, talk to the owner of U-Haul. After spending an incredibly long amount of time looking for other trucks, the only remaining alternative was to drive to another city north of us, thus making it even farther away from our destination!
We finally decided to cancel our reservation and spent frantic hours that evening on the internet and the phone, and were lucky enough to find a truck with another company. We then spent a good deal of time 2 days later trying to find someone in the U-Haul Co. to discuss this matter with, only to be given incorect information and were then led back to the same unbelieveably incompetent and ill-mannered woman in Madison. She claimed she would have her supervisor contact us that evening; of course it still hasn't come.
YOU CAN BE REASSURED WE WILL TELL EVERYONE ABOUT THIS SITE, AND WHOM NOT TO CALL WHEN IN NEED OF A TRUCK FOR RENT.
Aysar of Bridgewater NJ (08/16/08)
I went to the Uhaul center and rented a 10 foot truck. The truck was available and everything seemed easy. I signed the contract and received the key from the representative, then I drove the truck. I read the odometer which was on 66492 and the gas gauge was a little over 1/4. I made a big mistake of not reading the mileage and gas gauge reading before leaving the facility. My trip was only 33 miles long.
When I returned the truck the next day I found out that the mileage has been listed on the contract as 66445 instead of 66492, so I was defrauded by 47 miles right off the bat. The gas gauge was listed at half tank instead of closer to 1/4, so I was defrauded again. I complained to the manager and asked him for his supervisor's name and number thinking I will be able to get reimbursed for the error. I was on hold for 20 minutes before someone answered and they told me that it was my fault to sign the contract without verifying it, I admitted my mistake but I demanded that they refund me for what I thought is fraud, but they were adamant about not being able to do anything for me.
I think this is a persistant problem and didn't just happened to me. I will persue this case to the highest level of their hierarchy and maybe call some investigative reporters in the state paper or a tv station. Even though the local manager tried to calm me down and charged me at a lower per mile rate, the total amount was still higher than my 33 mile trip.
Dan of Lincolnshire IL (08/12/08)
I rented a 6x12 Uhaul trailer for a one way move to the Chicago area. From the minute I made my reservation I started having problems. They are the worst company I have ever delt with in my life. The customer service is an absolute joke and the equipment is unsafe. When I went to pick up the trailer I had a choice of 2 to pick from. One trailer was missing the clip for the ground wire for the trailer lighting system. The other trailer had the clip but when I hooked it up only one light would work. Since I picked it up at a storage facility they had no one to do any service on the trailers.
The nice woman at the storage facility did try three different times to get Uhaul's service department with no luck. She told me to take the trailer, call the hotline and they would come and fix the trailer. I picked up the trailer around 4:00pm and it was not fixed until approx. 9:30pm. Needless to say I lost a day of my rental to Uhaul but I still paid full price and was never offered any compensation or even an additional day due to the lost time.
To make matters worse, I dont believe the trailer brakes worked. I have a 2005 Chevy Silerado 2500HD with only 24,000 miles which can haul a trailer more than twice the size of this trailer. Within the first few hundred miles of my trip back to chicago my brakes were warped. I just had my truck in to have an oil change and make sure it was ready for the trip so I know my brakes were fine when I left. I wish I had listened to all the horror stories about Uhaul and mad any other choice.
Not only will I never use them again, I would tell anyone to be very careful if they do use Uhaul and make sure the tow vehicle has more than enough capacity to handle the specific trailer. I am so very happy I was not using a passenger car or even an SUV for that trip, I'm sure I would have had worse problems if I did.
One more thing. They dont even have a trailer jack! Ask yourself what you would do if you needed to detach the trailer from the tow vehicle for any reason. Its so heavy when empty that you will struggle to put it on the hitch. If you have it loaded you will need something other than a car jack to get it off.
Lost time, brake repair, extreme amount of aggrivation.
Michael of Pocono Pines PA (08/11/08)
Picked up truck in Mt. Pocono PA to move my son to Denver CO. Gas was noted as being at 5/8ths full when truck was picked up. Returned truck 7/4/08, with gas gauge between 1/2 and 5/8's of a tank(closer to 5/8's). Gas gauge was rounded down to 1/2 a tank which then triggered a $30 refueling fee and $25 for 3.75gals of fuel (1/8th of a 30 gal tank) They are charging $6.67/ gal for fuel ($25/3.75 gals). Putting aside the issue of rounding downwards for the moment,$6.67 gal is ludicrous particularly since we averaged $4.04 going across the country when refueling.
I filled out a customer action form 7/14/08, which U-Haul provide[d] on their web site, with a promise to respond to the complaint within 24 hrs. This did not occur. I then called the above referenced tel # and spoke to a customer service rep about a week ago who informed me that there was no record of my computer complaint of 7/14/08 even though I have a receipt that it had been sent. She took my information and told me that someone would get back to me. No one has gotten back.
Today is 8/11/08 and I have once again attempted to address my complaint concerning this piracy. I've reached a customer service rep by the name of Issac @ 3:48 PM EST to take my information and forward my call to someone else. I've been on hold for an hour and have just heard from another service rep by the name of Farren. (I've been writing this while waiting for them) She spoke to her boss and they are going to be refunding the service fee of $30 to my credit card which is more than I anticipated. I was hoping you could share this with others particularly U-Haul banging people for gas @ $6.67 gal as of 7/04/08.
Cindy of Kenosha Wi WI (07/30/08)
I called to reserve a 26 ft u-haul for the 31st with a furniture dolly and 10 blankets. Was told no problem, given a confirmation number and that i would be called 24 hrs ahead of time. I get a call telling me I would have to pick uo the truck an hout wedt out of my way and that there is no dolly or pads. Was given 3 different numbers and waited over an hour on the phone only to be told to bad they should have told you this.
Consequences are pretty obvious no truck for a move, out of more money and time and now being charged for extra rent due to not being able to get a truclk last minute.
Jonathan of West Nyack NY (07/12/08)
I called the Uhaul center in nanuet directly to reserve a 14' truck for a Saturday-Monday rental. No problem. Then the day before my reservation I called to confirm and was told that everything was ok. On Saturday when I came to pick up the truck they gave me a 10' one but when I told them I had reserved a 14' they were apologetic and offered a free trailer. That wasn't something I wanted so they said I could go to another Uhaul center and rent a 17' truck for the same price...only problem being that I'm strapped for time not to mention I'll be charged 99 cents per mile for the extra distance. Of course they never offered to bring the truck to the Uhaul where I was.
Frustrated I decided to cancel out and collect the $50 guarantee that Uhaul advertises for not having a truck as promised. But when I was on the phone with the regional office to do that they claimed my reservation was for a 10' truck all along! So I never got that $50. And the people at the store even had an attitude about my not wanting to take the trailer they offered as consolation. The moral of the story is always make reservations online so you have printed proof of what you're supposed to get.
Elaina of Blue Hill ME (07/01/08)
I am still so angry at the horrid treatment I recieved at the hands of U-Haul. I reserved a 17 ft truck and soon releized that it wasn't going to be big enough. Called to try and up-grade to a larger truck and that is where the nightmare began. I was lied to 3 times about getting a larger truck. Drove 120 miles to pick up a truck that wasn't there. Drove another 120 miles to pick up the same truck the next day, only to be told I couldn't have it. Settled for a 17 foot truck but I could only have it for a few hours. BTW, the 26 ft truck I was told I couldn't have, never moved one inch off the lot.
The truck I did get had less than the required 1/2 tank of gas when I left the lot. I drove it 120mi, returned it the same day and was charged 179.00. Even though I put gas in when I returned it, the dealer decided it wasn't enough and put another 50 bucks in and charged me 25 bucks to do it. The gas station is in his parking lot. Tried to phone in a complaint. HA HA. Waited a full week for a phone call I was to get in 48 hrs. Got a huge run around and lots of smarmy psycho-babble. Then was offered 75 bucks in U-Haul coupons for my troubles. They lie, mis-represent themselves, and use me like a door mat and then offer me coupons? NEver again will I use this company.
Albert of Redondo Beach CA (06/26/08)
I rented a 14 foot uhaul truck on 6/14/2008. I picked up the truck and everything appeared to be going fine. They were so generous to give me 3/8 of a tank of gas. So first thing I did was to fill it up with gas, which cost me $75. I then proceeded to the storage unit we had to load it up. We got it all loaded and drove about 10 miles to our destination.
Just before we got there smoke started coming from under the hood of the truck, since we were less than 1 minute away from where we needed to be we drove and parked it there. As I turned the truck off more smoke started pouring out from under the hood of the truck. We opened the hood to find a fire on the drivers side, we quickly got some water and started dowsing the fire. As we thought we were getting it all put out we learned that the fire has spread to the inside of the truck on the drivers side, we then put the fire out inside the truck also.
We then dowsed the entire engine and inside to ensure that the fire was out. Finally it was.
We then called the Roadside Assistance who said they would be by to tow the truck in less than 1 hour, after 6 hours they finally showed up and towed the truck. The next morning I went to talk to the General Manager of the Torrance Store(Carl). I wanted to ensure that my contract was closed out and that I would not be charged anything because the truck caught on fire. I was assured by him that I would not be charged for this. He also told me that there was nothing he could do for me at all at that time to close out the contract. He stated that someone would call me the following day to close the contract out and make sure I was satisfied.
Still after 14 days I have not received one single call back about this and have called and talked to many people about it that just keep running me in circles. To this day and to my knowledge my contract is still open and well what do you know I just received a charge on my credit card from U-Haul for this truck.
I am still waiting to get this solved, I would like to not be charged for this rental, get my $75 in gas money I spent and did not use and also find out why U-Haul thought it was a good thing to rent out a truck that caught on fire and risked mine and my family's lives when these trucks are supposed to go through normal maintenance.
Michael of Costa Mesa CA (06/20/08)
I rented a Uhaul that was said to be positraction becuase I needed to move my boat that was in the desert. As I was moving the boat the U-Haul became stuck in the sand, only then did I find out that it was not positraction. I exhausted my efforts on getting the truck out before calling U-Haul.
I called U-Haul roadside assistance. They then told me there were 2 other people in front of me and that they could find a 3rd party to come and get me. U-haul then called me back saying they couldn't help me and that I needed to find my own way out. I then had to pay 180.00$ out of pocket.
As I returned the Uhaul, covered from head to toe in dirt The customer representitive who reserved the truck for me and had assured me that the truck was positractin and would be ideal for the opereation of moving the boat in sand, said to me with a smart tone, how was your day. I have tried to deal with U-haul but have only come accross rude representitves who have no intention of reinbursing me for my ordeal.
I was stuck in the desert with little water, no food and no electricity. Working as hard as I can in 95deg heat trying to get the U-haul I rented only because it was suppose to have positraction. Uhaul refused to help my situation.
Valerie of La Quinta CA (06/19/08)
Over the past three weeks, we purchased over $500.00 worth of moving and packing supplies at the Indio California store. We Took Plenty as had advertised on boxes and throughout the store, have 100% Buy Back...Today, when I went to return several unused boxes, I was told because I had no receipt for many of the boxes, they would not be able to take them back. I had at the time, three receipts totaling over $370.00 from that store, however I did not have the receipt for 3 medium boxes, and 13 small boxes. I paid with a credit card, and had purchased them in the last two weeks, but was denied a refund.
I find it abhorring at the time of a move, [they] cannot recognize [their] own merchandise - and your guarantee with both plastered all over the boxes, and stores. The only mention of a receipt being needed, is on the fine print of Packing Planner Checklist. This is the most stressful time, and the fact I even had a receipt let alone three was a fluke. I find NOTHING on my receipts that says in order to get a refund I need to keep it. I find nothing on [their] boxes that says that as well.
The man at the counter would not look up our credit card receipts for me, and told me when I arrived at my new home, I could find the receipt and return the boxes. I am moving from La Quinta California to Cedar Rapids Iowa. Am I supposed to ship the boxes there to get a refund? We will never use any product from UHaul again, and believe me, I will tell everyone I know.
We drove all the way there, spent an hour trying to return their merchandise, and now we are stuck with Plenty of boxed we were encouraged to purchase, and have no use for...about $60.00 worth.
Rebecca of Beaumont CA (06/15/08)
Two complaints...the second one is one that could have caused a death. #1: I rented a 26ft U-haul to move. When I first made the reservation I asked if I could have it from 3:00pm Saturday to 3:00pm Sunday. No problem, I was told. I called later that day to say that I needed it Saturday morning at 8:00am to Sundaya at 3:00pm. No problem, I was told. When I went to pick it up, the local manager said Corporate had rented it for the day, that I could pick it up at 3:00. I didn't have anyone to drive it at 3:00!! That's why I changed my reservation.
The manager said that corporate over-rulled the reservation and there was nothing he could do about it. I scrambled to find someone to pick it up at 3:00. The people who had it didn't drop it off unti 4:30.
#2: When we loaded the truck and drove it all of two miles to my new home, we realized neither the parking break or putting it in park, prevented the truck from rolling. My new house is on a slight incline. I called service, and they said they would send someone out in two hours! With a truck that could have rolled and crushed any one of my helpers, I told him that wasn't acceptable. He said there was nothing he could do about it. I said I wanted someone from U-haul to come out and get the truck, we didn't feel safe driving it. He said no, that it was my problem and that I should just drive it back to the lot, or he would still send out a technician to check it out in two hours. In the meantime, someone could have been crushed by the truck, but that didn't matter to him. I drove the truck back to the lot and told them to have it fixed before someone got killed. I will NEVER use U-haul again, nor will any of my family.
Only one incredibly stressed, dangerous day.
Wendell of San Francisco, CA (05/27/08)
Upon return of van,they said I owed for gas. It was slightly below 3/4. I went 6 mi and put in 2.5 gallons of gas too. The milage performance they state for this van is 15 mpg. So i guess I miss read the milage going out (which I signed for).
They offered to allow me to go out and get gas, but I refused. I will pay the extra fee.
It's in principle that I write this. Be careful on how you read the gage, as they may take advantage of this.
Peter of Sterling Heights, MI (05/27/08)
I rented a truck for a one way move. I picked the truck up with 1/2 tank of gas (or as u-haul would say 4/8)and I returned the truck to the location given to me by the u-haul rep who I talked with on their 800 number with 1/2 tank. I called U-Haul back to say the location was closed she said no problem just leave the key in the drop box with your paper work. I did just that.
When my charge statement arrived I noticed a charge for $30.00. I called u-haul and they said it was for fuel. The truck, when checked in, only had 3/8 of a tank of gas. The regional manager in Milwaukee said that I should not have drop off the truck after store hours. I told them I was following u-haul's directions give to me over the phone. [the manager] said it's their word against mine and your're outta luck.
Steven of Mount Juliet TN (04/30/08)
I reserved a 26' truck to be picked up in Buford, GA on 3/28/2008 for a one way trip to Mount Juliet, TN. We dropped off the truck one day early in the pre-determined location with a 1/4 tank of gas, which is where it was when it was picked up and as shown on the fuel agreement. Three days later I see a charge on my bank statement for $134.00, which is a seperate charge from the original contract amount. I call to ask why I have an extra charge and the woman tells me that I was charged $90 because I brought the truck back on an empty tank, yet she could not explain why it was $134. She told me that I would have to despute the charges with the drop off location.
When I went in to talk about the charges they said they had nothing to do with the charges and that they put $40 in gas in it to get it back to a 1/4 tank. That $40 would have bought at max 12.5 gallons which is not enough to fill a 60 gallon tank to a quarter. With that they still could not explain why it was $134 and said that is what U-Haul charges. Given that they didn't even buy enough gas to cover their story and they can't explain why the charges are $44 over what the maximum amount that could have been charged, I see that U-Haul basically facilitates fraud by allowing dealers to buy gas at will and charge whatever they like with no checks and balances.
From other articles and complaints I see that this is not a new problem. What is worse that this is the end of a very long which started off with breaking down on the side of the interstate in Chattanooga and being stranded for 3 hours until 1am. Luckily, I could file a dispute with my bank and get the money back temporarily and hopefully this is as far as it has to go.
Robert of Hendersonville TN (04/29/08)
While under contract with U Haul , for a storage unit during the time that the rent for the unit was fully paid, U Haul sold all of our personal belongings out of the unit.When we discovered the loss , management first denined any knowledge of the loss. When the district managemer Mr McGee was contacted he stated that possibly our property was acidently auctioned . He added he would probly be able to get our property returned at present he and other Uhaul managment refusue to coroparate with us, stating that our property is gone and to forget about it, we have since learned that our property was sold by U HAul to Mr Tony Day,at auction. U Haul inspite of the sale of our property and the reciete of money denines any wrong doing.We are asking for the return of our property or fair compansion .
The damage was both physical and economic, consisting of a excess of 12 thousand dollars property value, and the loss of personal documants , photos ,and sentamental items that can't be replaced.Both physically and mentally we have been vitated !
Cynthia of Atlanta GA (04/27/08)
I rent a uhaul truck from them and I was charged twice, which cause my checking account to be overdrawn, I had to wait several days to have the money refunded back to my account which cause me 130.00 overdraft, I did not get any type of reimbursement or resolutions. I contact the Corporate and I was able to get in contact with the CEO, Joe Shoen, he ask me to send him the information by email which I did and he have not respond to my email or my telephone calls. This was not the first time I was charged twice, in happen also in November 2006 and I pay in full by cash and then my credit card was charged. There is a problem with their system and they do not take responsibility for overcharging their customer. I sent the CEO a email that I was going to put in a consumer complaint after viewing Inside Edition about their trucks causing accidents, see Inside Edition, Febuary 28, 2007 on the website.
Tara of Randolph NJ (03/29/08)
I rented a U-haul on Saturday, 12/30/07 & returned it the same evening at the NJ location determined by U-haul. Later,I recieved an extra cc charge on my MBNA account for $35.26. After numerous calls to Uhaul, I spoke with Tasha, at the regional office. She acknowledged the charge was an error- uhaul staff at the drop location didn't check in my rental until Monday, because they're closed on Sunday. They never adjusted my account to reflect the actual drop off date, thus charging me an extra day. In the meantime, my cc company did a charge back to uhaul. Tasha assured me she would take care of the error. Soon after, I get a collections agency letter. I speak with Tasha again. She initially tells me there's nothing she can do because I did a cc charge back, but then she says she'll remove it since I'm not at fault. I assumed everything was resolved due to Tasha's statements. Today, I get another collection notice from Vengroff, Williams, & Asso's. I've tried speaking with the collection agency but I can't get a live person.
This matter is 100% the fault of uhaul and they continue fail to resolve their error. I am now under threat of a second notice by their collection agency, for erronious charges. Since I cannot resolve this matter with uhaul, would you please assist me in resolving this matter.
Michael of Bronx NY (01/23/08)
I rented a truck in Albany on Jan 11, 2008 and drove 2 minutes to the house and turned it off. I loaded the truck and drove 5 minutes to the gas station called Stewart Shops in Albany, NY. I filled up the tank with $50 unleaded fuel on my card. I then drove to where I unloaded the truck. I then drove 3 blocks to Coastal Gas Station where I put $20 cash of unleaded gas in the truck. I drove the truck to the above address and returned it with no problems. The Uhaul worker reviewed the truck, then went inside and gave me a sheet to sign stating the charges. They were $168.00 which is what I agreed to pay in Albany. 5 days later I received a call from a gentleman by the name of Julio who claimed to work for Uhaul and said I put Diesel fuel in the truck when it was in my care. I explained to him that I did not put in diesel and it was not the first time I rented a uhaul truck. He then claimed to be a thug and said that he was charging my debit card a $500.00 fee for the diesel I put in the truck. To this day I have not received any paperwork showing the test they did to determine that I put the diesel fuel in the truck. I did not put diesel fuel and I have 4 other witnesses that were with me the entire time who helped me move the stuff from Albany to the bronx. My card was charged and Uhaul refuses to call me back from there corporate offices and I am out $500.00. I some how misplaced the rental contract.
Kelli of Odessa TX (09/26/07)
I rented two 26ft U-haul trucks for a oneway trip from Ponca city, OK to Odessa, TX. In Sayre, OK my father was driving one of the trucks going 70 miles per hour down I40 when the tie-rod fell off the Uhaul truck. IT DID NOT BREAK, IT JUST FELL OFF!!! I was driving behind him and when the accident occured it flung the 26ft truck from the right lane into the left almost tiping over the truck and he skid to a stop over a quarter mile with the front passanger tire completely sideways. He could hardly get out of the truck he was so shaken by the ordeal. Once the Uhaul repair man arrived, he is the person who told us that the tie rod had not broke, it had just fallen off. His conclution was that someone had not finished the work to the truck before they sent it out on this particular run. If it had not been by the grace of God and my fathers experience, he would be dead right now from the truck flipping over while traveling down the highway. Uhaul has refunded our rental charge to this truck and is sending me $100 in VIP vouchers (which I don't want). They are considering this to be resonalbe compensation for the accident that occured even though this truck was neglectfully maintained and sent out on a 620 mile trip when it was unfit for the road.
Patrick of Las Vegas NV (09/11/07)
We were told by U-Haul before we picked up our truck that, Colorado Law states that we need to have tow lights on our personal vehicle attached to a tow dolly or we can't drive the U-Haul. The guy there said we could buy them from him, so we did. They are magnetic and they give you two pieces of paper to put underneath them so they do not scratch the paint. Then you have to string the cord to the front and attach it to the trailor itself to make the lights work. Everything went fine with the truck except the fact that by our feet the U-Haul was about 130 degrees of scorching heat the entire way fron denver to vegas...about 400 miles out of vegas my husband is filling up with gas and notices that the cord strung along the car has worn of all the paint EVERYWHERE it had touched...being as though we were forced to use these stupid lights we were furious...we called U-Haul they said to call Republic Western and submit a claim, i emailed them photos and a scan of our receipt and they said that it is our responsibility to make sure the lights are put on correctly. We followed all the directions and there is NO OTHER WAY to string that cord to the front without touching your car...AND the paper they give you to put under the magnet wore the paint as well...they denied our claim, now i dont know what to do but try and sue them...i am scared to go to the body shop tomorrow and see what the repair costs will be.
Grandma of Las Vegas NV (09/05/07)
On 8/21/07 I reserved a 26 ft moving truck for 8/31/07 for a 2 day rental within the city of Las Vegas to move my daughter and grandchildren into my home. We were due to pick up the truck under reservation #11546 on 8/31/07 before 5PM. On the morning of 8/31/07 I received a call from the main office saying they would not have a truck available until Sunday 9/2/07. I explained that we had enlisted many people to help move and that that was not acceptable. They said they could maybe get me a truck at considerably more money but could not guarantee that before the Sunday day they had originally given me. I cancelled the order 8/31/07 at 10:20 am and then I received another call saying that they could have a truck for me on Sunday.
Since we already had a crew standing by to help with the move I got on the phone and called Budget to see if they had a truck for 8/31 or 9/1. Geneva at 800-462-8343 gave me a reservation # of 702-407-8404 and said to pick up a truck at 3175 S. Nellis Blvd., North Las Vegas. Saturday when we arrived they informed me that they had 12 people waiting and 4 trucks. They could not give us a truck. We called Budget who sent us to their main station in Las Vegas at 4475 W. Tropicana, Las Vegas.
Charles of Placentia CA (07/09/07)
The self storage store had a trash bin out front. It had no signs near it saying it was not for storage tenants. I put a couple of boards and a box in the trash. No one came out to tell me not to use the trash. However, Mr. Wilborne saw what was happening. He charged me a $30 fine that I just happened to notice on my computerized bank statement. When I asked him about it, he said it's in your contract. I charged you the minimum. Well that may be so, but that was an expensive trash deposit.
I'm out $30 on my bank account and received absolutely no warning. I like to keep an accurate accounting on what I have in the bank and something like this makes it impossible. Is it legal for a business to tap your account with no warning? If nothing else, it does not seem like a good way of treating customers.
Mo of Toronto, Canada (06/27/07)
In November, 2005, I reserved a 14' truck over 2 months prior to a very important move in my life. I called the night before to confirm that everything would be ready. They told me that my reservation would not be honored and that I would have to drive 100km to get the nearest truck which is a 28'. They had no other choice for me. They were extremely rude the entire time. I tried contacting the headquarters in the States and they were even ruder and did not care one bit about the inconvenience they had caused.
I lost a significant amount of money and time but mostly was the most frustrating experiences of my life. After learning the horrible predicament UHAUL intentionally put me in, I had to scour the entire city on the last day of the month in an attempt to find anyone with a truck available - I needed to be out of my apartment that day. After hours and miles of searching I finally got a Budget truck and will obviously NEVER never use UHAUL again.
Mitch of Nanuet NY (06/26/07)
I wanted to rent a cargo van for a local delivery. Aprox. 4 miles their and 4 back. Advertised price was $19.95 for the day. Aprox. 3hrs later I stopped at the local gas station and put 5 gal. of gas in to return the vehicle with the same amount of gas that I started with. At aprox. $3.00 a gal. I paid $15.00 well more then I had to but better safe then sorry. When I returned the van they went out to check the fuel level and advised me that the needle is not where it is supposed to be, I needed more fuel! they checked the mileage, only 8 miles, but they insisted that I shorted them on the gas and the penalty was a fifty dollar charge. So with smoke coming out of my ears I told them that I did pay for the day and only used 3 hrs. maybe I will just bring it back tomorrow instead! They said I only paid for 3 hours Is'nt $19.95 for the day I asked. They said but we asked you how long you would need the van and you said about 3 hours. So, your contract was a three hour contract? Subsequently I left to put more gas in the van. When I returned I had put a total of $20.00 of gas in for a 8 mile trip. Whats wrong with these people?
Pat of Stoughton WI (06/26/07)
This company is so bad I don't know how they stay in business. June 16 I purchased a trailer hitch to be installed June 21. June 21 came and I was told it would have to be done the next day. June 22, same story. Same thing the next day, and the day after, and finally, on June 26, still with no trailer hitch, my husband called and cancelled. During this time I called the customer service number for U-Haul, waited 20 minutes only to have a customer service representative answer, then put me on hold for over an hour. I finally hung up, sent them an e-mail requesting a call. No call was ever received. I sent a second e-mail. Same thing. They did send me an e-mail asking me to call the toll free customer service number (the one that had me on hold previously for over an hour). I did as they requested, and after another half hour spoke with another customer service representative who said I needed to talk to the District Manager. I was transferred, spoke with the District Manager who claimed to be terribly busy, and took my number and asked if he could call me back. Of course he never did call back. Luckily I paid for the hitch (they require pre-payment to order parts) with a credit card, so the return of my money will not be a problem. U-Haul's policy is that parts are not refundable, but in this case my credit card company will reverse the charges. My advice is if you decide to deal with this company USE A CREDIT CARD. Do not pay cash.
Angela of Bellingham WA (06/19/07)
The regional manager, Sheila, phoned me (3:10PM MST, 06/19/07) the day before I was to move, to inform me that the size truck I reserved is not available and a larger size truck is being offered for the same price. I reserved a 10' truck nearly a month in advance. I have never driven a large vehicle and am driving by myself from Utah to Washington State. I don't need a larger truck, I'm not comfortable driving a larger truck, but what am I to do at the last minute? I have movers at both ends scheduled. I have everything prepared. A company should not be allowed to offer reservations if they can not follow through. And when I tried to ask this Shiela person about it, she became hostile, rude and very threatening with me on the phone. At no point did I raise my voice, verbally attack her or show any personal upset with her. I simply wanted my question answered but she refused to allow me to speak; interrupting me, putting me on hold and threatening to hang up if I didn't shut up!. When I said, calmy, that I needed to speak with someone else, she told me that she was the regional manager and that I wasn't going to get any one else. I have never been treated so horribly in my life. Not only is it poor business to shuffle truck reservations this way, but it is poor customer service to yell and verbally abuse a customer on the phone. I consider this emotional duress and will never, ever use this company again. I certainly hope someone takes these complaints seriously because there are plenty of them.
Dawn of Portage WI (05/24/07)
We had reserved a U-Haul for a weekend to move my stuff from Bemidji, MN to Portage, WI. Reservation was made a full 2 months ahead of time, paid deposit in advance, had reservation number, etc. The Thursday afternoon prior to our picking up the van on Friday morning my fiance' (now husband) said to call to make sure they had a van. No van was available but the guy said don't worry we should have one though by tommorow if one comes in. We said ok, we trust you (big mistake). We set off Friday morning, and had 2 other friends who took off work to help with the move. Called U-Hauls number in Minneapolis and said no truck was available but we could pick one up in Minneapolis on the way through. Fine, we thought, after we got to Minneapolis called again and this time they said too bad so sorry no truck. We said we paid in advance and had reservation number, but they literally said oh well, too bad. Talked to manager and he said nothing could be done. We asked what could be done, such as hiring moving company, etc, they replied snottily It's called, YOU HAUL, GET IT ??? WE don't move anything. And also during same conversation the manager said if we even think of taking them to court they will just tie it up for years and they have a lot of lawyers and yes we will win but not for years. Just very snotty and condescending.
Called Ryder that friday to see if they could do something, they said they have to clean up U-Hauls messes all the time and they were not surprised at all of our problems. They could not help us though all their trucks were out at that time, but they did hook us up for another move later that month for a little bit more. You really get what you pay for, Uhaul may be cheaper AT THE TIME but unreliability and broken down trucks are not worth the savings. We will never rent Uhaul ever and will go with Ryder or Penske regardless of cost.
all 4 of us wasted gas and time and days off from work. frustration and Uhaul took sweet time of 3 months to finally refund deposit. Very sickening that a company would be that unconcerned about customer satisfaction or service, didn't really care that we had a problem.
Mark of Charlotte NC (05/16/07)
I am extremely dissatisfied with the treatment I received on Wednesday, May 9, 2007, at the Albemarle Road U-Haul pick-up location and filed a complaint with the regional office. The employee was very uncommunicative and had me
running to the bank for a $100 down payment (which I understood, as we had reserved the vehicle with my girlfriend's credit card), but then told me upon my return that I could not rent the truck unless I showed him the registration card for my own car(!) He had not mentioned that before and was very curt when I asked why he had not mentioned it. I wasted an entire morning, driving from my home to the
U-Haul office and back, and making no progress on my move. I had to reschedule a rental with another company. Unfortunately, U-Haul's prices are better than those of the other companies. As I stated U-Haul's regional office, I had used U-Haul in the past and was underwhelmed with its service, and i will not be using U-Haul again. Further, I plan to warn my friends and business colleagues against using the company. Moving is already a stressful situation; a company such as
U-Haul should make it a more pleasant experience, because it has competitors all too willing to fill in the gap of need.
Steve of Phila PA (05/10/07)
I was able to rent a one way truck. And when I went to the originating source I thought the General Manager (Dominic) was arranging my delivery to the other destination. But he didn't. When I called to get directions the target U-haul store said it didn't have room for my truck. And then they proceeded to have me call many 800 numbers without any u-haul rep able to help me. They finally wanted me to deliver the one way truck to a location very far from where i was. One u-haul store didn't know what the other u-haul store was doing. Next time budget or penske
Additional costs due to the 2 way rental, gas to bring the truck back.
Marlene of Clarksburg MD (03/29/07)
On 3/15/07 I went to U-Haul in Gaithesrburg and made a reservation to rent a truck for 3/31/07. On 3/28/07 U-Haul called me at work to inform me that they will not have a truck and that I am reponsible to call other locations to find a truck. I have spent almost all my morning at work dealing with them. They did not want to make an effort to find a truck even though I made a reservation ahead of time to avoid these problems. I can't believe that U-Haul employees are rude and unconsiderated. They want me to change my arrangements to acomodate their situation.
As a result, I will have to pay the movers for changing the time. I will have to pay one extra day of rent. I have never submitted a complaint before, please let me know what to do. I want from U-haul to keep the same arraingments that we made on the 3/15/07.
Shannon of Rockville MD (02/12/07)
I was told during the reservation that I could pick up the truck by 10am. The next morning at 8am I received a phone call stating I had to pick up the truck in the next 30 mins or my credit card will be charged. I picked up the truck, and moved my stuff. I went to Stick and Stuff to pick up a recliner and the truck broke down at their loading dock. I called Roadside Assitance and they gave me an ETA of 1-1.5 hours. 4 hours later, after multiple conflicting stories of when someone was going to come out and help, the Stick and Stuff employees had the truck impounded. I was left out in the cold and received mutliple conflicting ETA times of when to expect someone to help me. The employees at the Roadside Assistance hotline AND in the store where nothing but rude and unhelpful. They continuly stated they would call me back and never did.
The truck ended up being impounded. Today has been 2 days and they have failed to resolve the issue. THey still cannot locate where the truck was impounded at. My contract has been placed on hold, my credit card charged, and I was left out in the cold for 3 hours and had developed a major head cold as a result. I don't believe anybody should be treated in this manner by a business.
Meng of Irvine CA (01/02/07)
I rented a U-Haul 10 feet truck on 12/28/2006 at 11:31am at AL's Auto Service (Address: 1005 Rosecrans St, San Diego, CA, 92106), and my contract number is 22273790. It was a one way move from San Diego CA to Irvine CA. When I picked up the truck the agent told me there was 1/2 of a fuel tank that is left in the truck. But when he double checked again he said there was only 1/4 of the gas left in the tank and looked like someone had stolen some gas on it. But anyway he modified my contract to reflect the actual gas left in the truck. When I brought the truck to the gas station to fill up the gas, all the gas was leaking out and spilled all over the ground. It was in a very dangerous situation because gallons of gas had been spilled on the ground and it could cause explosion at any time. I immediately asked for assistance in the gas station. The gas station staff came out and checked my truck and he found that the pipe that connects to the gas tank had been cut off (most likely someone cut it off to steal the gas) and there is no way to fill in the gas. The gas station staff was so upset that I spilled gallons of gas on the ground and asked me to leave immediately. I called U-Haul roadside assistance at 3:06pm and explained my situation. And I waited till 4:45pm before someone from U-Haul called me back. It took another hour before the mechanic and the part arrived and it took another hour to fix the truck and I had to unload my belongings in a parking lot and the weather was cold and windy. By the time the truck was fixed it was already 7:00pm. It was dark, cold, windy and I had to load my belongings all over again into the truck. When I arrived Irvine it was already 8:30pm, which I supposed to arrive at 4:30pm and got my key to move in. The management office was closed and I had to spend a night in a hotel. I cannot believe U-Haul never checked the truck before handing into the customer and the roadside assistance phone number was ridiculous.
Alana of Blue Springs, MO (10/09/06)
Months before we moved from FL to MO I reserved a truck and told them I wanted a brand new one. The day of the move we had a truck all right but not a new one. So what can you do, we loaded the truck and we proceeded with our long drive.
We broke down a total of three times in the journey. The final breakdown was at our last exit, under the overpass. The during the whole trip the inside of the truck had fumes so bad that my pregnant daughter & son-in-law had to keep the windows down. We were driving behind them and we could smell the horrid fumes coming out of the truck as well.
After we unloaded and returned the truck I called the manager and told him how dissatisfied I was. He said "that's what you get when you rent a truck. You should have hired a moving company". Isn't that a nice response from a major truck rental company?
Patricia of Palmdale CA (09/29/06)
I joined The Premier Club in order to pay my bill online, I was not able to pay online but money was taken from my bank account to join. I went to the U-Haul and talked with the manager to explain what happened and also pay my bill on 9-25-06. He told me he would get the matter correct by 9-28-06. If I can not pay online, I would like a credit of the money I was charged.
Money taken from my bank acct. for services not rendered.
Gail of Springfield Gardens NY (09/06/06)
We rented a truck and tow dolly from uhaul for a trip from NY to North Carolina. While on the Interstate, we noticed the rear lights on both the truck and tow dolly weren't on when the driver changed lanes. We tthought he forgot to use them. We became seperated and caught up to him hours later close to our destination. When he finally caught up and were able to pull over, he checked the lights and realized they weren't working.
Everyone around that truck was in danger because they weren't warned the truck with a car attached was moving over and this is a moving violation. I have a neck and back injury and to be forced to sit up and try to locate the truck to signal to him that something was wrong with his truck left me in excrutiating pain as I was suppose to lie in the van .We spent the extra money for a tow dolly because I cannot drive long distances.
Mariestilla of Glendale Heights IL (07/29/06)
Uhaul has the worst customer service. I was waiting for a representative to pick up my call for more than 20 minutes on all of the dozen attempts I did. They called me at 3 pm to inform me that they dont have a truck for me. I was expecting to pick up the truck the following day as agreed with them when I ordered their service. I even arrange for loading and unloading help with other contractor. And since I got screwed up on the truck, It was too late for me to call for another truck rental nor cancel the loading and unloading service. I am so angry with Uhaul and I would never ever get their service again, nor would I recommend them.
Cuneyt of Seattle WA (05/26/06)
U-Haul CT of Rainier has charged my credit card $93.38. The correct amount for this change should be $43.38. On the morning of 2/18/2006 I have rented a 14’ truck from UHAUL CT of Rainier. I have used the truck for 20 Miles (as also indicated in the rental forms) and returned it the same day. On the way to returning the truck I have filled up $9.37 worth of gas, which equates to more than 3 gallons of gas. The person who received the truck was Julie Cole, the General Manager of the facility. When I returned the truck she claimed that I have not filled up the gas and charged me an extra $50; $20 for gas (4 gallons at $5), and $30 service fee.
I explained to her I have filled up more than what I have used. I asked her if we could look at the gas meter together, because the gas meter takes a while until it slowly shows the actual amount of gas in the tank. She has however refused to look at the gas meter together and charged me the extra $50. I have tried to resolve this matter by calling the U-Haul regional office however I have not received any response despite my repeated requests. At the time when I filled up the gas, and when I returned the truck, there were 3 more people with me who are willing to testify if necessary.
Christopher of Kansas City KS (05/03/06)
On April 28th I was promised a 17ft U-haul truck that I reserved in Person the day before at 3:30 PM. I got to U-haul at 3:15 and waited in line until 4:00 to find out that they did not have the truck promised until 5:00. 45 minutes to find out they didn't have the truck. I went back at 5:00 PM and they gave me a beat up truck with 173K and a wobbly front left wheel. I had the truck for 5 hours and put 147 miles on it and my contract said that it was a $20 fee with 2.00 a gallon to fill back up to a half a tank. They charged me $40 fee and 4.00 a gallon. This was totally unsatisfactory and the way theu do business is totally unacceptable.
Gamaliel of Willingboro NJ (04/26/06)
My wife rented a Uhaul truck from the Burlington, NJ Uhaul center. The contract was for $593.12. The truck was picked up on 04/20/2006. We drove down to Charlotte, NC; where we are moving. When dropping off the truck at the Charlotte, NC Uhaul center, we were advised by their trained employees, including whoever was running the center at the time that I was not responsible for the $593.12. The $593.12 was only an estimate based on how many miles were used and how many days we held the truck. Because the truck was turned in early and the mileage did not exceed the alotted amount, we were only responsible for $158.40. This all according to their well trained staff.
After processing our contract, WHICH UHAUL VERBALLY AGREED would only be the $258.40 and nothing more. we paid $158.40 on top of the $100.00 deposit that was held. I hold a contract receipt for this amount that was paid. This all occurred on 04/22/2006 at 3:15PM. On 04/26/2006, I realized that my account had been overdrawn $623.02. After further review of my account, I took notice of a withdrawal transaction on 04/24/2006 for $593.12 from the Burlington, NJ Uhaul center. I also noticed $210.00 of overdraft fees that have been posted to my account. (7 @ $30.00 each) I contacted the Burlington, NJ Uhaul center and informed them of the issue at hand.
I was informed by Allan Hoffman, Burlington Uhaul 609-387-5005, that the $593.12 was a flat fee that is charged at their end. Tanis, Uhaul manager at Charlotte, NC stated that anybody in their right mind knows that you don't pay $158.40 for a Uhaul truck. She also stated that I should have checked my account and the overdraft fees are not Uhaul's problem.
Jerry of Westcliffe CO (11/20/05)
Uhaul rented a truck to me which had defective brakes which went out while I was driving throught the steep mountains of southern Colorado. I could have died. While their tow truck driver confirmed the problem, Uhaul chose to ignored my request for a new truck and told me to rent an other one.
I had to rent a second truck with over all expenses of over $1000 which they refused to resolve.
Mandrell of Concord CA (11/05/05)
On October 24th, 2005 I rented a uhaul and the truck I reserved was not available (bad brakes.) I took a smaller truck and because the truck was smaller Jim(Manager) said he would charge me $.75 a mile. I brought it up that because the truck is smaller I might have to make two trips and Jim said the best he can do is $.49 a mile. Upon returning the truck (October 25th) and paying with my debit card I noticed that I had been charged $.75 a mile and the employee(Jarrod) had trouble returning the difference.
He called Jim and Jim said to leave the papers and he would shred all the documents and return the difference on October 25th and he would call after making the return. I spoke with Jim on October 26th 3 times and he repeatedly said he was gonna credit my card and send me a receipt. I spoke to Adam(uhaul customer rep) and Jim on October 31st and Jim said he was gonna do it no later than November 2nd. The credit was not there and I called again on November 3rd and Jim once again said he was gonna credit it and mailed the receipt off. Still no credit and on November 5th I spoke with another Uhaul rep and Jim and he said he had done it, it just take a while. But he forgot to mail off the receipt. Everytime I called and spoke with Jim he said he was to busy and the paperwork was in the safe and giving me all kinds of excuses about why it hasn't been done. All I would like is to be credited my refund.
Ganes of Jacksonville FL (08/31/05)
I booked a uhaul on line on 08/22 one week in advance for my moving. I didn't get the call from uhaul about the pickup time. I called up the customer support and then they told me that someone will call me. Later on someone from cusotmer support called me one day before and told me to pick up the truck at a location far away from the preferred location. I asked them to give me a closer location. She refused and said that's what i get.
Robert of North Canton OH (08/12/05)
Made reservation for truck rental on July 30. Received confirmation of the reservation. The day before I was to pick up the truck, I received a phone call saying that there may not be a truck available. Because it was the end of the month, none of the other truck rental companies had a truck available either.
The plan was to have the truck on Saturday, load, spend the night at the apartment, get up on Sunday and drive it from Cincinnati to Canton. We were given a truck on Sunday morning, some 25 miles away from our locale. By the time we got the truck back to the apartment, it was almost noon. When I open the door to the van, there was no hand cart (for which I was charged) making us carry extra all of the items to the truck and substantially impeding our loading time.
By the time we finished - it was too late to drive back to Canton, and I spent the night in Cincinnati. However- we had to be out of the apartment by midnight (new tenants were moving in) costing me a night in a hotel. Also, I asked for a 17 foot truck and received a 24 foot one -- costing me additional fuel to get from Cincinnti to Canton for which I was given no compensation other than extra miles. It seems to me that UHaul should not take reservations if they can not accomodate its customers. If they do, they should let customers know that there is a chance a truck would not have been available so that other plans can be made. One day notice is not accomodating their customers nor allowing time to make other arrangements.
Sarah of Palmyra VA (08/02/05)
My husband and I reserved a Uhual through their website on June 13th for a pick up date of June 25th. After receiving a confirmation number, I called the regional office to double check. They said that we would be receiving a phone call 24 hours prior to pick up to let us know the exact location. After not hearing from uhaul the day before, we called ourselves and waited on hold for over an hour. We finally got through to someone who could help and they told us our pickup location (Crenshaw's Auto Repair on rt 29 in Charlottesville). They told us that we definitely had a truck.
We called Crenshaw's the next morning and the owner said he had no truck for us that Uhaul had tripled booked them. There was nothing he could do. We tried contacting the regional office all day and the phone was busy. Corporate said they couldn't do anything but email the regional office where they would have someone call us within 30 min. (we are still waiting for this phone call). Saturday was a huge mess for we had counted on Uhaul for having a truck for us. We had already hired help and had to be out of our house that weekend. We ended up calling around for hours till we found a truck that was 3X as expensive. Since Saturday June 25th, I have made several calls to the regional office as well as corporate and we have not been able to talk to anyone who can actually help us. We continue to get promises of returned phone calls, but as of today, nobody has returned our calls.
Wayne of Dumfries VA (06/28/04)
I reserved a 10 foot truck for Radford VA. for 26 June 2004. I received confirmation by E-mail with a confirmation number and indicating the Richmond Regional office would contact me by 500pm on Friday with the specifics confirming the pickup info. By 415 Friday no one called so I called them and they said they did not have a truck and would get back to me as soon as they located one. Well by 615 they didn't call so I called the Uhaul customer service number and was told I have to deal with Richmond.
I told them they were not being responsive but all they did was cut me off and connect me with the Richmond office phone number. At that point they were not answering the phone and it rang and rang. Well they never called friday. We went through the same runaround on Saturday between the customer service peopel and the Richmond offic and never got anything from UHAUL. They promised to call me with status Saturday but never called. All I kept hearing was but sir what do you want me to do if we do not have a truck for you. When I asked what compensation they would give me for my expensesand inconvience they told me they would not charge me the concellation fee if I didn't take the truck when it became available. The bottomline they violated their confirmation agreement and acted like there was no agreement or that they had no obligation to assist me with this problem.
My daughter was moving from Radford Va to Woodbridge VA (about 260 miles). She went to Radford on Friday based on the truck reservation. her aparment lease expired 1 july and she had to have everything by the 30th. Our expenses included the roundtrip to radford. Costs of temporary storage because we could not get a truck to move by Sunday.
Jenny of Reston VA (12/12/03)
We rented a huge truck to move from TX to VA. We loaded everything we owned into this rental truck that costs us approximately $1500.00. We parked the truck in a hotel parking lot and we were leaving for VA the next morning. The truck and everything we owned was stolen! The truck was later found by the police but none of our belongings were in it. After UHaul getting there truck back, they refused to reimburse the rental cost for us because they said they were not at fault. Not only were we out everything we owned but $1500.00 too! I will never rent from them again.
Leevell of San Francisco CA (01/24/02)
Hi, Last month my wife and I rented a U-Haul truck and purchased the insurance. We loaded the truck up from a storage facility so we could bring it back to San Francisco. We were involved in a collision with the other driver skidding out of control. The truck was not located for 2 weeks. We kept inquiring about the property in the truck. No worry, you have insurance. When my wife and I saw the truck the back was open and the contents gone. We're told by U-Haul they are not responsible for theft, or act of God. We also were charged for renting the truck for one week, and we didn't have the truck but one day. The accident was reported the next day after my wife and I got out of the hospital.
Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
|
• 
