U-Haul Reviews

I’m mystified how a van with only 9,000 miles (suggesting it’s pretty new) could be so behind the times. Fortunately this was a short trip, but if I had to move a long distance, I sure would want to specify a more updated vehicle. At the storage company where I rented this U-Haul, there was a more up-to-date van (charging ports, video screen, Bluetooth, Apple Car Play) sitting right next to it. Could I get that one? No, I was told; I have to take the one U-Haul assigns me via the app, where I reserved it. I realize it’s about price point and profit margins, but U-Haul really needs to get these outdated vehicles out of their fleet.

What we wanted was a truck to move an item from Magnolia to Point Blank Texas approximately a 50 mile trip. Then to return the truck to a local U-Haul dealer in Point Blank not Magnolia the kid made the reservation as in town not one way which is U-Haul lingo for return where so be careful. When speaking to the U-Haul rep yesterday instead of figuring a solution that worked for us mutually U-Haul passed the buck saying, "Well it’s Circle S hardware that you need to speak with not us"??? Then Circle S says, "Well you signed a contract." News flash. I didn’t sign anything so as U-Haul and circle s pass the buck to each other’s neither offering a solution and blaming me for an in town rental I allegedly agree to turns out. I didn’t agree to anything because I never signed your contract. I returned the truck to Circle S because these moronic pawns speak in circles without a clue of what customer. Service or retention is.

There are other truck companies Penske Enterprise Home Depot that are more customer friendly which to Circle S is why Home Depot devours the little man like you and to U-Haul how giants like you are slayed and how the mighty fall. I personally will never use either of these two companies again. This review was very kind compared to how I truly feel so keep this in mind if you offer a rebuttal. BTW did I mention that the U-Haul rep tried to changed the wording on the contract from rental location to return location which is illegal.

I am a woman so it’s okay because we aren’t particularly prioritized. If only they would have honoured their promise I could have had better access to my things while I try to find something affordable. The locker seemed full but boxes were only stacked at the entrance giving the wrong impression of use of space. I started moving the items to other locker ss I expected movers to do optimizing the space but I am one woman not 3 men and I gave up. I asked for a smaller locker but was told there were none. I am sure that this isn’t the case. U-Haul made this harder at their own benefit. I feel that they should remunerate me for the extra space I didn’t need.

The movers came to load the truck and there was, as expected, not enough space. I called customer service to reserve a trailer (even if the representative told me there were none the day prior), and I found one in East Brooklyn, NY. It took my husband approximately 2.5 hours to go pick up the trailer and come back. Unfortunately, there was still not enough space to pack all my furniture. We had to do 2 trips (extra 600 miles) back and forth and paid an extra amount for mileage, gas and the movers to help load and unload the truck. Merle ** called on August 5th and, although she only wanted to reimburse 50$ for not having the 26 feet truck, she eventually agreed to reimburse the mileage.

We told her that we were not satisfied with the settlement and asked who and which department we can speak to. She didn't give us an answer nor an email to send our complaint to. The email address that she provided is the following: www.uhaul.com. We told her several times that this is not an email address. After insisting that it was, she stated that she didn't know of any email address and that she would call us back with the information. We asked her the name of her supervisor, she answered Will **. We asked her to have her supervisor call us back to discuss the compensation further and bring our complaint to a higher level. I am still waiting to hear back from either Merle ** or Will **.

Here is a list of the extra expenses:

Total: 1072.53$

Overall, our experience has been extremely emotionally stressful and physically exhausting for having to do 2 trips in 48 hours. Also, although we tried to express our concerns directly to U-Haul, the response has been very poor. We are not satisfied with the follow-up and there is a huge lack of professionalism from the employees for which we didn't get any apologies nor compensation.

I went into the store personally three times and found my storage unit to have an additional lock (the last time) on it for non-payment and requested it removed from an employee (which he was very polite and removed the lock). I advised him to have Teressa call me (which he wrote out a note for her in my presence). I have spoken to customer service twice and have reference numbers that provide information to said manager that I had 3 units on my account when I only asked for one. I have supplied these to the location manager as well.

I have not heard from ANYONE since 7/06 and am very frustrated and unsure what to do. I could move out of the unit; however, that doesn’t solve the issue of my double debit, lack of credit in approximately $125 and the current balance on the account ($198.85). I am giving this location zero stars and hope everyone who is looking for storage opportunities to look elsewhere. Please beware of who you trust with your money and belongings!

So, instead of refunding me for all the gas money, you charged me an additional 60 dollars for a truck on Sunday night that no one else was waiting to rent. To me, this is a terrible business. Then, you ask for a review before you send the final invoice, which is also bad business. Anyway, I will continue posting this story and reviews from other third-party sites on your Wikipedia until 60 dollars refunds me and my gas money. I have four children under five and have almost no money. Something needs to be done about this nasty business. Oh, and you don't let people go back to change their reviews after the invoice is paid. Also bad business.

Upon arrival, the movers started to load the truck but I noticed that they stopped loading the space 3/4 of the way to the top. I was worried that things would start to 'settle' upon driving and I was also worried that there would not be enough room for everything to fit as the space wasn't being utilized to its potential. Additionally, I had concerns that the movers were packing heavy items on top of my fragile items. Overall, I became very stressed out because the movers appeared as they were not trained adequately and were going to do a poor job of loading my UHaul.

When the 2 hours were up, I was left with a half packed mess. As you can see from the photo, the space was only loaded 3/4 of the way to the top of the available space. I was left with a bunch of things that still needed loading and had to try to 'fill in the spaces' myself. This was quite inconvenient for me as I mentioned that I am disabled which was the reason I hired the team in the first place. The movers buried my step stool that I mentioned I needed access to for unloading purposes. I felt disappointed that I had to finish the job myself, didn't have my step stool to finish loading and was very sore the following morning. I had to post-pone my trip as I needed an extra day to recover from having to do much of the work myself.

I reached out to UHaul, who recommended Magic Movers, and they suggested I try to contact the company directly. I reached out to the owner of Magic Movers once I arrived at my destination and was met with unprofessional responses. The owner told me that he had 'this many' positive reviews with not one complaint. I reiterated my concern about the service I received and all he kept saying was that his team would never conduct business in such a way. He wanted proof, so I supplied him with a photo of my half-loaded UHaul at time of completion. He didn't acknowledge my proof. He totally dismissed my concerns and treated me like a liar and became hostile and started cursing at me during our phone call. I have since tried to reach out to him for a resolution but all he does is hang up on me.

I thought I would reach out one more time, a month later after things had cooled down, and once again I was hung up on. I never asked for a refund, I was simply trying to be heard. In closing, I would not recommend this company to anyone who is looking for help due to a disability or needing a quality service.