U-Haul

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.

Joe of Phoenix, AZ August 19, 2009

I sued U-haul for abusive & negligent services and was award a Judgment in my favor. I attempted to rent a U-Haul for a friend. (I advise me of my experience and they fact that U-Haul has 1,000's of BBB Complaints. My request was denied and I was told to contact 877-653-0490. I contact the company and was informed that they were dening service because of the law suit! The law suit was filed as a last recourse, and should have brought attention to a number of services issues. I intend to file a class action law suit for discriminatory practices, as there actions outrageous.

Tezell of Orlando, FL August 11, 2009

I allowed a couple to use my card for a reservation. The rep assured me that no charges could be placed on my card unless I came in to swipe the card. I went to that same office again alone and asked if any charges would be put on my card and was told no. When the couple did not pick up until the next day I was charged 50.00. I do not think that I should pay for their problem. Especially since I was told I would suffer no loss. That the card would need to be brought in by me to be charged. I need my money back please.

Jeff of Thornton, CO August 9, 2009

On May 27, 2008 I contracted with U-Haul in Round Rock, TX to install a trailer hitch and wire harness on my 2007 Kia Sedona Van. I paid 300.78. Initially, the wiring worked fine and there has never been a problem with the hitch. I pulled a U-Haul trailer to move my family from Central TX to Denver, Colorado.

From the time that I unhooked that trailer in Denver in June 2008 until Christmas day 2008 I never had a reason to pull another trailer. On December 25th I hooked a trailer on to my van to head back to TX for more stuff that was in storage yet. When I hooked the lights up they worked fine. As soon as I started the vehicle the trailer lights and the left rear tail-lights/brake lights didn't work. I pulled a trailer anyway without working lights as I intended to bring the vehicle back to the U-Haul center when I got to TX. Upon bringing the van to another U-Haul center and explaining that the lights weren't working, they hooked a new harness on and had the same result.

They told me that it was a problem with my vehicle. So I again pulled a loaded trailer without working lights (I have a wife and 2 children that were under 4). In May 2009 I brought the van to a Kia dealership to have it looked at. They discovered that the Kia wire harness was spliced in to the left rear lights causing a computer module to go out. So I had the new computer module and a Kia harness put on for 937.21. After all of this I filled out a complaint form on the U-Haul website and shortly after a representative called me and said that the claim was filed with Republic Western Insurance Company (RWIC). Several days went by and I still hadn't heard from RWIC so I called and spoke to Kathy R. She asked me to fax all of the receipts from the work at Kia.

Again several days turned in to several weeks and after calling her again she said that the claim was denied due to the length of time that had elapsed since the original work. I explained to her that I had only pulled a trailer twice. She said they would review it again.

Finally on July 27, 2009 I spoke to Kathy's supervisor, Kelly who said again that the claim was denied due to Kia not specifying what caused the damage. Here is exactly what Kia wrote on the invoice: "Found U-Haul aftermarket hitch and wire harness damaged non-serviceable relay inside rear access module". Now in talking with Kelly she said I could have the dealer explain in writing that was what caused my electrical problem. I explained to her that it is clear there already as there is no comma or period after the word "damaged" in that sentence and therefore you'd have to read the sentence completely to see that it was the harness that caused the problem. No luck. She told me that U-Haul was sticking to their decision and that if I didn't agree I could take U-Haul to small claims court.

Michelle of houston, TX August 6, 2009

I am beyond dissatisfied with my experience. I have never had poor customer service with Uhaul before. This was the first time I have ever made my reservation online and I normally call around and physically drive up to the office. Upon receiving my reservation confirmation via email I called to make a change, only to find that the number provided was useless. It rang and rang and NOBODY EVER answered it. I called it 5 times. I had to call another number to get the regional office's number.

I ran into VERY POOR customer service. They answered my call only QUICKLY put it on hold. I received absolutely NO greeting. That happened 4 times before someone finally answered the call only to quickly rush through an introduction to put me on hold again. It took me 6 times before I finally got through to someone who didn't appear to be rude or inexperienced with customer service. I got my rental set up and I was to pick it up in Baytown at noon on Saturday.

On Saturday at 11:30, I showed up because I was going to wait for the 19'/16' truck that I reserved only to have the service guy tell me that it would NOT be there until 4PM. Four hours after I needed it. I had plans and things lined up that had to be cancelled because the Uhaul wasn't there when I expeceted and depended on it to be.

The regional office was able to get me a bigger truck (26') and I had to drive to Pasadena to get it. I am not happy about that. I was told that this weekend was a busy month - and for some reason Uhaul didn't have much available. I drove to Pasadena and they told me that they had problems with the truck but those problems should have been repaired. I told them that I didn't need the rental but one day, and the Baytown location was open on Sunday.

They were not open on Sunday but said that they would meet us up there so we could drop the truck off and exchange vehicles. They NEVER showed. We waited. We couldn't leave the rental because they had our vehicle locked in their gate.

In addition, 3 hours after picking up the rental - we received 2 voicemails from other Uhaul people stating that our reservation was ready and they had PLENTY of rentals for us to chose from. The ramp comes completely out of the truck because the stoppers were incorrectly installed and did not keep the ramp from coming off - so we had to struggle with the equipment for 3 hours to get it back in the truck.

Not only did I recieve poor customer service, I was forced to keep the bigger Uhaul and extra day, it malfunctioned, AND I was charged 50 (FOR NO SHOW ON THE RESERVATION) plus a 20 NSF fee .

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