U-Haul

We drove the truck to Eugene, got it unpacked, and went to return the vehicle. When we stopped to put fuel in the vehicle, it started spraying everywhere. The gas station attendant looked under the vehicle and informed us it was clear that the fuel line had been cut. Luckily, we were close to the drop off spot so we drove it there and called U-Haul Roadside. At this point, the car began to smoke and fume. Roadside told us it was critical not to get back inside the car. Unfortunately, the drop off location we were scheduled to drop off at doesn’t take keys after hours. Consequently, they asked us to come back in the morning and drop off the keys. Roadside asked us where the car was. We told them exactly. They said to leave it there, again stressing the importance of not moving the car. The drop off location was 1796 Willamette in Eugene.

The next morning, we were exhausted from moving. Nonetheless, I started getting strange calls coming in at 6:52 am. The caller left no message. I got another call from the same number at 7:11 am. This time, he left a message. The message says, “yes message is for Aaron **, Aaron the U-Haul you dropped off has our car wash exit blocked. I can’t open that up until it's moved. It costs $100 an hour to have that car wash down. If I don’t hear from you by 8 am I will call a locksmith and have them make a key for that truck, have it moved, and you will be responsible for that as well.” He didn’t call in his U-Haul capacity. He called from his cell. That number is **. Though U-Haul calls are recorded per a corporate representative, the corporate representative said it is common that their employees will call from their cells to get around having them recorded.

My husband called the man back immediately and tried to explain what happened with the fuel line. He explained Roadside had urged us not get back in the vehicle because it could explode at any moment. The man said he didn’t care. He said we needed to come move it now and hung up on us. We rushed there and gave him the key. The U-Haul was hardly blocking the man’s car wash. At that time, contrary to what we had already been advised by Roadside and customer service, he told us he would be charging us $40 for not putting fuel in the tank, charging us for the fuel line, and the whole cost of the U-Haul. Then, he asked my husband to get in the car and move it. He refused, unwilling to risk his life for U-Haul.

The man got in the car and moved it himself. He didn’t apologize for our inconvenience. Instead, he screamed at my husband telling him it wasn’t his problem if the fuel line was cut and that he could charge us for whatever he wanted. This loose cannon that had called me all morning from his personal cell phone to avoid his calls being recorded has access to my card and can charge me whatever he wants. I called him back twice to ask him to give me his name so I could file a Better Business Bureau and U-Haul complaint. He hung up on me both times and refused to give me his name. I have phone lots reflecting all of these calls and the voicemail that he left me can be provided upon request.

Next, I called the general manager at the store that gave us the defective vehicle. Roadside had told us to call him since he was the only person authorized to give us a refund. His name is ** and he is at the Powell Blvd. location. The first employee that answered the phone, **, asked what I wanted. I explained the situation, at this point fighting tears. He doesn’t apologize. He cuts me off, laughs at me, and says, “let me transfer you to my manager.” When he goes to transfer, he doesn’t mute the phone. I hear him say, “get ready for an earful, we’ve got a real ** on the line.” When the manager got on the phone I asked him why his employee had said that. I was very upset. He didn’t apologize and just kept reiterating, “I’m the manager what do you need, I’m the manager what do you need.” I refused to speak with him further.

Not knowing what to do next or who I should speak to in order to get some respect, I again called U-Haul customer service. Every time I told my story and asked to speak to a supervisor I was put on hold, put back in the queue, and transferred to another representative. Consequently, I decided to call U-Haul corporate directly.

Next, I spoke with Deanna. She identified herself as assistant to the president, but every person I spoke with at corporate said that. She seemed genuinely concerned. She told me that, at the Powell Blvd. location, fuel lines get cut “every single day.” She said it isn’t uncommon for people to drill into other parts of the U-Hauls. She said, “there isn’t anything we can do about it.” So, they just send out the trucks with cut fuel lines. She told me that they do check to see if the line is cut before sending the car out, but that it is nearly impossible to tell if the fuel line is cut.

I have a witness at the gas station that said the fuel line was literally hanging on the ground and had ** even glanced at the bottom, he would have noticed. Deanna also told me that it is the Powell Blvd. U-Haul’s practice to only fill the trucks if they are below a quarter tank before sending out because otherwise the gas will just get stolen. Since they don’t fill the tanks before giving them to customers, they have no idea if the tanks are leaking when they send them out.

I told her that I didn’t want the GM, **, calling me back from Powell Blvd. after he had been so disrespectful. She offered to give me the money back for the gas I was charged and $129 of the total that we paid for the U-Haul, which was over $200. She also offered to give us a $50 credit with U-Haul. I told her I don’t want a credit with U-Haul since I will never use them again and asked for a full refund based on the hours and hours I had spent on the phone with U-Haul at that point.

She admitted she would want a full refund, too. She said she didn’t have the authorization to give me a full refund. She also said, “we can’t give you a full refund since you used the truck and made it to where you were going.” True, but what would have happened if we stopped to get gas a little earlier? We wouldn’t have been able to make it to our destination because Roadside told us it was critically important we not spend another moment in that car. Any single moment, any small spark, could have killed my husband as he spent three hours on the road from Portland to Eugene (there was traffic).

She said her manager was in a meeting until noon and that she would call me back after that. Instead, about 30 minutes later, ** called me back. I said I found it hard to believe ** was calling on behalf of the person I had just spoke to, since I had asked for them to call me back directly. He told me that Deanna had talked to her “big boss” and they couldn’t do any better than what they already offered.

I decided to call corporate back and make sure ** was calling on behalf of the person I had just spoken with. I got Shelly on the line. She kept me on the phone for about an hour telling me personal stories about her own life. At the time, I welcomed the banter, since she was the first U-Haul employee that had been kind to me. She stressed how dangerous what happened with the U-Haul was. She told me that the person we dropped off the U-Haul with hadn’t asked that the vehicle be maintenanced and spoke like there was a good chance that vehicle would be dispatched again before it was fixed. She told me that the notes in the system from all my calls were deficient and didn’t reflect that the vehicle was “out of compliance” like it should. She said she had to let Deanna handle things on her end first, but that if I didn’t get the “resolution I should” to call back the next day, ask for her extension, and she would escalate the issue to her supervisor.

Deanna called me back a bit later. She confirmed she had asked ** to call me directly letting me know that they couldn’t give a better refund offer. She said her big boss said they couldn’t give me a full refund because “they did everything they could on their end.” She said that the man that had called me harassing me and threatening to charge me for everything under the sun earlier in the day was a person “they don’t have any control over.” She said, “I talked to him and told him he could call you and offer you a partial refund if he wants, but he doesn’t have to and we can’t make him.” They sure had no problem transferring my credit card information to him. She didn’t ask me to send her the voicemail I got from him in the morning. She didn’t apologize that he had called me at 6:52 in the morning. She didn’t say she was sorry that my husband could have died in U-Haul’s truck. Once again, I was dismissed.

Later in the evening, I got another call from the U-Haul representative that said we had blocked his car wash. I called him back and asked why he called. He said, “I didn’t ** call you” and hung up on me. I sent him a screenshot showing the call and a message begging him to stop harassing me. I called Shelly back, the next day, pursuant to her request that I do so if I didn’t get an appropriate resolution. She gave me an extension of **, but when I called during her shift, I was told her extension didn’t work. However, I had tried it the day before and it had worked. I waited on hold for 20 minutes while they tracked her down. She told me the extension only works if she is on shift, but she also let me know that she had been on shift at the time that I called. She immediately told me she couldn’t do more for me. She didn’t offer to escalate to her supervisor as she had done the day before.

She told me that earlier that same day she gave someone a full refund for a cut fuel line. I asked why my situation was different? She said, “I heard that call and the customer service that man got was horrible.” No one offered to listen to the 20 plus calls I had to make to U-Haul. No one asked me for the voicemail the man left me. No one investigated my case. I guess U-Haul thinks it is serious when they give certain people trucks with cut fuel lines and not others.

I told her that my next calls were going to be to the news with tips about this and to an attorney. She told me that if I was going to call an attorney she legally wasn’t allowed to talk to me anymore (an utter misstatement of the law). I told her that was untrue and why that was untrue. Then, she transferred me to her manager. The manager said she couldn’t do a refund either. She didn’t apologize for the nightmare service I received, she didn’t say that they would investigate the U-Haul employee calling from his cell phone, she didn’t offer me an apology for being called a ** by the employees at Powell Blvd. Nothing.

People MUST check the fuel line before picking up their trucks. Try and put a little gas in it. Look at the bottom and check for things dragging. Keep your family, pets, and belongings safe! If this has happened to you, and you were harassed, belittled, charged for fuel, and refused a refund by U-Haul, let's band together, form a class action, and try and find an attorney that wants to sue. Let’s teach U-Haul that despite their near monopoly on moving services that they can and must do better for the people that pay them.

Not cool. I finally got them to find a truck that was closer, but not all that close. I had to drive from Shoreline to East Bellevue and back. I waited for over two hours to pick the truck up. The trucked turned out to be the largest truck they have, the 26 footer. I drove it home and could not drive up the street to my house. The truck got high centered at the bottom of the street. I had to call road-side assistance. They took quite a long time to get to me, but they did a great and professional job. But my day was shot, and my friends that I bribed with beer and pizza had to go. And the truck was way too far away from my home to cart things down a hill to. A 26 footer is not what I reserved! I couldn't check the vehicle in at the U-Haul across the street from my place. Instead, I had to go back to Bellevue to return the truck... unused.

I asked for a refund, but they couldn't do it because the U-Haul people were not in over the weekend. He said I would have to check the truck in now to get a refund on Monday. He said he didn't see any reason why they wouldn't give me a refund. I called the U-Haul number on Monday to ask for the refund. The person I spoke with was very rude and couldn't give me a refund. He shows the record as me having had the vehicle for three days, which is impossible because I turned the truck back in on the same day I checked it out on, and the mileage was from Bellevue to Shoreline and back to Bellevue again. In no way did it go anywhere else including Bellingham. He is having a manager look at it, but I highly doubt they intend to return my money. And, of course, I'm not out of my old place and definitely not into my new place during the weekend I needed to be moved on.

The employees at the Shoreline location and the Bellevue location were very nice and tried to help as much as they could, but they were unable to help in the end. The main U-Haul corporate people appear to be well trained to screw us over. If I were you, and I am, I would never use U-Haul again. Use another company. I've read all the review now about U-Haul, and I don't understand how a company with such incredibly low user satisfaction can stay in business. In my experience, they are horrible. When one rents a truck, that truck should be available and on time. I understand that U-Haul cannot control when a user brings a truck back.

But if they are going to rent trucks, they should keep some extras around for resolving these types of issues. And when they tell you to check in a vehicle, which includes paying for it, in my case, then they should refund me for it, as I could no longer use it to move with. And again, it was not the size I reserved in the first place. And that increase in size failed for my location. And as you all know, moving dates are timed with an exit from one location while entering a new location. And if you don't get out on time, you end up messing up the schedule of other people moving into your place of exit. (Picture of 26 footer high centered. The tires are touching, but they aren't touching enough to propel the truck forward or backward. The tail end is dragging on the street.)

THE ONLY SOLUTION IS FOR EVERYONE READING THIS TO NOT DO ANY BUSINESS WITH THEM!!! PS. The truck I picked up wasn't close to being full of gas. It had a readout on the dash that said 303 miles to empty and the needle was below full. After I filled it the first time it said 430 miles to empty and the needle was way beyond the full mark. These are big tanks and I believe the difference here represents at least 7 gallons of fuel. 9 ($25.00) I will be returning it at 303 miles to empty and will bring my fists with me. THIEVES!!! Be smart, go somewhere else or you will suffer the consequences too.

During the beginning of the conversation, Mr. ** presented with a professional demeanor. I attempted to convey my position to him and from a customer service perspective, Mr. ** became frustrated and then told me that he did not care either way if I used the truck or didn’t. I felt that his response was extremely unprofessional and created an unwelcoming feeling as a customer. Due to his negligent response to my concerns, I canceled my order which only created additional stress. I’m personally requesting upper management to listen to all phone call interactions between Nate ** and myself to provide education to him regarding professional customer service interactions when dealing with an unsatisfied customer.

Booked on the Internet U-Haul site, got all the confirmation and even a call saying they have the truck ad will be waiting for me. Went there had to wait 15mins, which is fine. found out they don't have any trucks, and also the worst part is I am on their e-Alert. They do not like complaints, if you do they blacklist you. I had to call the Customer Service and again wait 20 mins, then to be told they do not want my business. Good for me... since I hate companies that just want money and treat customers like trash, and do not like constructive feedback. Basically they wasted 2 hrs of my time, driving to the place and calling.

After leaving NJ at 6 in the morning we received a message at 8 that we would be getting a 10 foot truck not a 15. After a long wait on hold, I asked the representative what we were supposed to do with the additional 5 ft of my belongings that wouldn't fit in 10 ft truck and was continually told I could pick up a 10ft truck. I then got a message from the local dealer saying that U-Haul made an appointment for us at 2 pm but he wasn't supposed to be there. He was very apologetic and also said he was having problems filling orders.

I tried another dealership that was on my way down the interstate and he spent a great deal of time trying to find me a truck. He called the Virginia scheduling number and I was told the nearest 15ft truck was in WV. I thanked him and told him I was going to cancel the whole truck thing and called Penske. All this frustration while driving a 6 hr trip. After I was almost to my destination I received a call from a location that was an hour and a half behind me saying that a truck was supposed to be returned there later that evening. Extremely inconvenient and no guarantee that truck would not have been late. Since I had rented a Penske truck the U-Haul dealer wasn't sure I could use the car hauler. So I didn't get a truck or car hauler which meant I had to leave a vehicle in VA and make another trip to pick it up.

My sympathy goes out to local dealers who usually get all the complaints but are not the problem at all. I talked to several dealers and one even suggested that next time I need a truck remember they are very busy May-Sept!!! WOW. I can't believe a business can operate so poorly and continue to stay in business, but I guess if you don't have much competition you don't have to worry about unhappy customers because people are still needing to move. I WISH I COULD GIVE LESS THAN 1 STAR. I also wish there was a way to rate dealerships separately.

When I asked the lady to explain exactly how much more gas to put in she flew off the rocker and freaked out screaming cussing and yelling. Telling me she isn’t dealing with this ** today and I needed to leave. I was not going to be charged even MORE for gas so my husband put 10 MORE dollars in. So like 5+ gallons in!!! Which made the fuel level go way above where we got it. The U-Haul area manager did absolutely nothing about it but try to give me a 10 coupon for next time.

There will never be a next time. I will never use U-Haul service again. They don’t take care of their customers and they don’t care. The manager tried to tell me I still didn’t put enough gas in. I WENT 22 miles TOTAL!!!! How does that even make sense?! It was absolutely pitiful. I doubt they ever even check their trucks before renting them out again.

I contact customer service numerous times and filed 2 complaints about the service and requesting reimbursement. Both complaints were marked as resolved without speaking to me or before obtaining my box. They were closed because I was not eligible for a refund since I had been "notified" of the delay. I was only notified because I called U-Haul 10+ times myself after receiving no incoming messages from them other than automated emails. I cannot stress my poor experience from U-Haul enough. There are plenty of other shipping companies on the market, DO NOT USE U-HAUL.

A couple days later, I did receive the recording and confirmed that $489.00 was stated, but I was unclear and repeated what I thought the CSR stated, which was $189.00. The CSR did say yes to the price I repeated, which is how I got the $189.00. I inform U-Haul, which I had to reopen my complaint three times. They are delaying a resolution on this issue and not owning up to their responsibility. The CSR made the mistake of confirming the wrong price, therefore it is the company's responsibility to make it right. If U-Haul can't get this straightened out, I will never do business with them again. Just like how I did with Ford. These companies don't care about their customers, they just want our money.

They had us call 1 800 go U-Haul and they sent us from one place to another. Said they send someone out to check the truck and stuff out. They never did and then the employees said that at 7 p. M. When they were closing for us to go and get a hotel room and get something to eat and they take care of everything. The next day they would give us a bigger truck and transfer all of our stuff in it. The guy gentlemen Taylor even went mood my truck and trailer parked it next to the shop. Said it would be okay if we went and got a hotel.

1 800 go U-Haul called me and my husband talk to us for over 45 minutes. We have the recording and the lady kept apologizing and said she would send someone out in the morning. The truck would be taken care of and they were going to reimburse us for our hotel room and send us food and to keep the receipts and then they told us to take the receipts and next day for a hotel room and our food and give to U-Haul. The next morning we went there and I had the receipts to give them the U-Haul dealership at Gainesville Florida on Main Street. The gentleman there just laughed at us and would not take the receipts. They did not switch trucks.

We called go U-Haul again. We waited. The employee suggested us go and get a Penske truck and then return the U-Haul. They were trying to get rid of us and all of our belongings was in the U-Haul truck. They did not give us a bigger truck. They did not help us. They just carried on with other customers taking their money and returning trucks and just ignored us and then one of the employees told us to just go slow. It took us 4 days and 3 nights to get home from Florida to Michigan where it should only have taken us 19 hours due to their did not have the break thing to hook onto the trailer and it was pushing us.

One of the mechanics at their other U-Haul dealership in Gainesville Florida gave us the part and the tool to put it on and told us it was under the dash. We still have the part and the tool but we didn't know how to put it on there and they would not send another mechanic to do it and the mechanic that gave it to us told us he was too busy. He didn't have time for us so I feel they just want your money. They said if anything happens call them and they'll deal with it then and I said, "If my husband dies or I do because of this are you going to take care of us?" and they just kind of shrugged their shoulders and walked away.

So U-Haul did not do anything. They said they did not give us a bigger truck. They did not reimburse any of my money and they did not give us extra time. They said they would. I made it home with 2 hours to spare to return the truck. I had unloading return and U-Haul called me a week and a half later and tell me, "All will give you a percentage of your food. We will not help with the hotel" when it took we had to say and three hotels and 4 days and traveling they want and reimburse us nothing.

So U-Haul is not there for you when you need them. Only if you have it need a tire change. They will not help you or stick by their word and reimbursing you or giving you a percentage off your money for all your troubles or anything. They just want your money and that's it and you're on your own. So I do not recommend U-Haul for anyone unless it's just local because anything else you're on your own. They don't care unless something happens and you let him know and I'll deal with it but if it don't happen they don't want to even discuss it. Very unsatisfied with U-Haul.

The manager threw his pencil down and said he was not going to give me a truck because I brought the person with me. That was wrong and nonprofessional. I had nothing to do with their argument. I had to drive to another U-HAUL in Chicopee, Mass. to get a truck; so upset I forgot to rent the storage. I ended up having to keep the truck an extra day because I had no storage. The manager should have asked the person to step away from the desk the way I did. Instead, he took it out on me. I hope someone reads this and does something about it. I asked to speak to his boss and he said he is the boss.

I asked if the other clerk could help me and he said "no". I left very upset but I remained a lady. I was the customer. I was treated badly because the clerk engaged in an argument that had nothing to do with me or my transaction. I am not responsible for another person's actions. NOT FAIR! I will make a phone call in the morning to better express myself; hopefully to Corporate Office. With death in my family, I should not have had to go through that type of nonsense. Oh, by the way I did speak very strongly to the person who was with me when we got outside. He had no business at the counter at all.