U-Haul

Called U-Haul back, at the request of Moving help rep. Spoke to Alexis who was very helpful! Customer action file - **. She took the time to talk to the movers, to try to figure out what they were doing, and why. She told them the pod was ready, in spite of them saying that Uhaul gave them no pads and no POD. They told her the Uhaul location gave them this trailer and told them to load my personal belongings into their personal car. 2 guys showed up with a trailer (tiny) and a SUV. He said there are no options for this.

After I spoke with Alexis at U-Haul, she helped confirm that the pod was ready to go at the location in Scofield. She then called the Packers to confirm that they would be returning the trailer they rented with their own money they said. And that they would be picking up the pod. Bringing it back. Unloading it. They left around 1130. They didn’t return the rental trailer for an hour and 40 minutes. And I know this because I live a mile from the rental place where they got it.

They kept saying they kept saying that their boss and U-Haul messed up the order. But the U-Haul reps that I talk to at the 800-number definitely confirmed. It was their own mess up. The real issue was they were coming from northern Michigan and didn’t want to drive to pick up the pod which doesn’t make any sense. This is why they brought a personal vehicle with a rented trailer to my house. They actually wanted to load my stuff into their personal car and into this trailer drive at 107 miles south.

And then loaded into the pod. They did finally return at 6 PM. That is nine hours after I hired someone to be at my house because I was told the expected arrival time was 930. When they started packing the pod that they brought, they definitely had no moving or packing experience. They weren’t trying to fill in holes. They basically gave up before they started. My worker who I paid who is at my house actually packed the new pod.

My worker had the moving people bring him the stuff and he packed it and loaded it into the U pod so that it would all fit. The resources that JC on the move provided we’re actually the dumbest two humans ever to walk the Earth. No skill, no experience, don’t know how to pack, definitely don’t know how to move and most certainly don’t know how to load a trailer. What’s funny is once my guy had the trailer loaded JC on the move wouldn’t leave my house until they got a pay code. They literally wouldn’t leave the inside of my house.

Did I want to pay them? Definitely not do. I think they performed $500 worth of work also definitely not this whole process was an absolute joke and a nightmare. It took me nine hours on the phone to be sure that my stuff was loaded and locked. I don’t know how U-Haul handles movers who are third-party but after speaking with moving help in the 800 number the guy I spoke to was very nice and he was very sympathetic, but basically said there are no options, you guys don’t employ them, you don’t have any control over them and you couldn’t find anybody else to show up. I’m not sure how this process should cost $800 or why I should be refunded for the moving help that really didn’t happen.

Your resources drove a pod and stood and watched by my guy loaded it. I’m looking for a refund for the labor. And some compensation for my time and headache and this entire process. U-Haul definitely dropped the ball all the way around to help was awful. But I will say Alexis was an amazing representative. She followed through she followed up. She called the movers. She called the location she confirmed the pod. She definitely went above and beyond and she’s pretty much the only one that U-Haul who cared or did anything. I am attaching photos, the movers parked their car in the middle of my road, and it looked like a crime scene and a mess.

TO recap - the movers came from the North. They picked up a trailer they rented in Rhinelander (this location was not on my reservation). They paid for it on their own, no blankets, no equipment and wanted to load my stuff into this trailer and the guys' personal vehicle. Then drive my stuff 100 miles south to the Schofield POD location, and load the pod. No inventory, no lock, no way to ensure nothing was stolen.

When I refused this, they returned the trailer - drove to get the POD - brought it back, loaded it and returned the POD. They were 2 hours late to begin and this wasn’t completed until 630 pm on Friday. This is totally unacceptable for paying $500+ for labor, when they didn’t do one thing, my property manager did the loading. These resources and this process was an absolute shit show, moving help and Uhaul should be embarrassed. As of 2/24/2023 I have contacted moving help and uhaul 11 times to complain and info on my experience with no call back, no email, no contact. Do not use this service.

I called roadside assistance and the wait time was 30 minutes. I left a message and call back number, 30 min later they called back and the call was disconnected. I called back and waited for 30 minutes more for someone to answer, when they did, they told me to go online and file a report for roadside assistance. I tried doing that and the online page did not recognize my name, phone number, email address or contract number. As I was trying to get help from U-Haul, the three people that came to help load the truck where getting headaches and feeling nauseous from the gas fumes. It took over 3 hrs to get the truck loaded because we had to keep walking away from the fumes. When we finished loading the truck a 1/4th of a tank of gas was all over on the ground and I was hoping the gas that was left in the truck would get me to West Jordan Utah and that there were no sparks that would catch the truck on fire.

We made it to our destination and backed into the driveway to start unloading it and the gas was dripping faster out of the tank. I went online and chatted with a customer assistant name Mary. I told her the issues and I downloaded some photos of the gas on the ground and the patched up gas tank on the chat line, but she was no help whatsoever. I contacted the drop off location, Pendleton Towing and told them about the leaking gas. This truck is a fire hazard and hazmat should be called in. The guy at the drop off location said he didn’t want the truck on his property if it was leaking gas. He said he would call and figure out what to do with it. We are still unloading the truck my husband and son are feeling sick from smelling gas fumes all day. I’m not filling it up with gas when I take it back, it will just leak out.

I called roadside assistance three times and when I was finally able to speak to a real person, I kept getting disconnected or maybe I was hung up on. I tried to fill out a form on the U-Haul website, “Again” it still would not recognize my information. I have been on the phone, website and chat line for over 6 hrs throughout the day with no help or assistance. This has been a horrible experience with U-Haul. I am demanding that my credit card does not get charged for all this crap. I should get my rental fees, waived.

My son came in and decided to call a local U-Haul company located here in West Jordan and a young man answered the phone, my son told him all the crap we’ve been going through since noon and he was very helpful, he said he will call his district manager, Michelle and see if she can help. He said he would call us back shortly, He also gave me her number. I called his district manager Michelle, and was trying to tell her about our situation and she cut me off and told me to call roadside assistance. I tried to explain to her that I’ve tried but she cut my conversation off again. My son got irritated and took my phone from me and was trying to explain the situation but she wasn’t listening to him either and was talking over him, so my son said that he was going to have West Jordan police come town the truck out of the driveway. She kept saying to file a claim for roadside assistance. She was very unprofessional and was no help at all.

I received a call back from the young man that we talked to earlier and he said he just talked to his district manager and she said that she would send roadside assistance out to our home. We waited until 10:00 at night and no one showed up. 1/29/2023. I woke up the next morning and the truck was still outside my home. My husband and I decided to take the chance of driving this fire hazard truck to the drop off location listed on the contract. The drop off location that U-haul gave me was Pendleton Towing located at 1585 W 7800 S. West Jordan. I drove around for 45 min trying to find the location that was on my contract. After calling Pendleton's three times, they finally picked up the phone to give me the correct address, which was 1585 W. 7930 S. PLEASE put the correct address on the drop off location for your customers to elevate STRESS!!!!

This has been one of the worse experiences I’ve had with U-Haul. I’ve used U-Haul for all my moving needs. This experience has changed my mind about ever using U-Haul again. The Clearfield location knew that the truck was not safe to rent to customers. They never came out to do a check on the truck with me, they didn’t do a walk around, nothing. if they had, I would of noticed the leaking gas tank and I would of never accepted that truck. My life was put in a dangerous situation with the leaking gas, dripping all over. The tank could of exploded while I was driving it. The gas fumes effected every one who helped load the truck. Everyone felt nauseous and had headaches all day. It’s the day after and my son, husband and myself, still have headaches from the fumes.

I felt that U-Haul put my family in an unsafe environment and I’m demanding that my money be refunded back to my credit card. I will not be using your company ever again. I already filled out a very negative survey on my experiences with U-Haul. I’m going to dispute my charges on my card and I will be leaving a negative comment on the internet as far as rating my experiences and “ LACK OF” customer care. If you need to contact me, I can be reached at:.

On September 8th at 3:45 I went to the Medford U-Haul to pick up a 6 X12 Enclosed Trailer. The agreement I made with them is to rent the Trailer for $29.95 per day. I asked the employee that hooked it up to my Truck if we would check Air Pressure in the tires, he ignored my request and he declined. When I asked about a slice in the sidewall of the tire on the passenger side front axle his response was that the shop had already investigated and determined the tire “was “safe to tow.

On Friday morning September 9th 2022, I physically checked air pressure on all four tires and added air to all of them while it was cool temperatures. I found the Driver side rear axle tire 15lbs low. I traveled to my Parent's home approximately 360 miles south to Pollock Pines California to help them move out of their Mobile Home. On Saturday September 10th I brought some Furniture to someone’s residence in Placerville California. While there I stopped at a tire shop and rechecked all four tires to find the Driver side rear axle tire another 15lbs low. Sunday September 11th we spent the day loading the Trailer.

On Monday September 12th, 2022 my Family was heading to Tonopah Nevada to stay in a Hotel overnight. The distance to travel for that day was approximately 280 miles. Again I found the same tire 15lbs low, so I topped it off again. we made it approximately 90 miles and were rerouted due to flash flooding across the desert floor. The plan was to arrive in Tonopah before dusk. We didn’t arrive until midnight.

On Tuesday September 13th, before I left the Tonopah Hotel I was able to fill the Tire once again. As we made Our trip towards Mesquite Nevada across the desert floor I realized there are no services available, no Cell service, no gasoline stations for over 100 miles. In some cases there were no cars coming towards us for periods of time. In most cases no shoulder to safely pull over. The gas station after two hours of driving along the highway did not have air available. We made it to Mesquite Nevada to unload their belongings that afternoon.

On Wednesday September 14th we finished unpacking the Trailer. I called a U-Haul store in Mesquite to discuss the safety and roadworthy issues I was having with the Trailer I rented. I spoke to a very kind woman that I believed to be the Owner/Manager. We discussed the option of dropping the Trailer off in Mesquite instead of the original plan to tow it back to Medford and pay $29.95 per day of use. She stated that the total cost for me to do that would be $750. At that time we both decided that was not a good option based on cost. She recommended to call U-Haul roadside service. In addition, she made an attempt to call the Medford U-Haul to explain my concerns about traveling back through the desert floor towing a Trailer with a defective tire. Her experience phoning Medford was not accommodating at all.

The Assistant Manager Gary was not of an understanding nature. He didn’t seem to care about my concerns regarding safety. I then called Gary myself to try and explain that I wasn’t willing to continue to oversee this defective tire any longer. He at that time was rude and could care less about my concerns. He demanded I return his Trailer to Medford. He deferred me to U-Haul Roadside Service. I did phone Roadside after hanging up with him. We made an agreement to have them send a Mechanic out to my Parent's residence the next morning between 11:00am & 2:00pm to address the Tire with a slice in the sidewall and the Tire that keeps losing air.

On Thursday September 15th, 2022 I arrived at my Parent's residence at 10:00am. I checked the Tire and it again was down 15lbs. I started getting phone calls from a representative of U-Haul Roadside Service. His name was Frank, he was very accommodating and kind. He called me to let me know that they lost contact with Mechanic due to an inaccurate phone number. At that time I asked if the Mechanic would contact me when he arrived, I was assured that would be a standard practice. Frank called once again to let me know that the Mechanic was picking up two “New” Tires and he would be there shortly. Then Frank phoned again around 3:00pm to inquire if the Mechanic came and worked on the Trailer. I told him that no one has contacted me by phone, Text, E-Mail or even a-knock at the door.

Frank again called me around 3:30pm to tell me the Mechanic has stated the job was completed. At that time Frank requested I go out to the Trailer and take a look while he waited on the phone. I looked at the Driver side first and could not tell if the tire was replaced. I went around to the passenger side to find a tire had been changed, it had a paper note taped to it with a date on it April 30th “dependable”. Frank asked me again if the tire on the driver side was new, my response was, "Wait let me check the air pressure again." I got my digital gauge out of my Truck, to find the air pressure was the exact reading as that morning 49PSI. It seemed unlikely that the air pressure would be the same as when I checked it earlier that morning.

I went around to the passenger side and found the tire that was installed was at 37PSI. It is recommended that the Tire Pressure be at 65PSI “cold”. The ambient temperature at that time was in the 90’s. At that point I did believe the Trailer was still not ready to travel 1000 miles. I told Frank how I felt about the frustrating day and that I waited 24 hours for U-Haul to remedy the issues with the Tires. I told him I was leaving Mesquite at 6:00am Friday and that I have wasted my time long enough.

I then asked Frank to find a place for me to drop the Trailer off in Mesquite. He called me one more time to tell me his hands were tied, and at that point his Boss was not willing to authorize a return in Mesquite. I told him I would not tow a unsafe trailer across a desolate desert for my Family’s safety and others out on the highway. I told him it was not my responsibility to maintain a known defective tire. I told him I was not willing to tow a Trailer under these stressful conditions. I thanked him for his time and let him know that the Trailer would be at the Mesquite Store. I went directly there and dropped it off, unfortunately they had already closed for the day. On Friday, September 16th, 2022 at approximately 7:00am I phoned the Mesquite Store and left a detailed message and requested she call my Cell Phone as soon as possible.

When I reached an area where I had Cell Service at approximately 3:00pm I phoned the assistant manager Gary at the Medford U-Haul to inform him where the Trailer was. He was combative, rude and could care less about my unwillingness to tow an unsafe Trailer and why I ultimately returned the Trailer in Mesquite. I told him that I had made an agreement with his store to pay $29.95 per day for use. I also told him that it would have been less effort for me to just pull out of the Hotel and head home. Rather than deal with a Company that doesn’t apparently care for my inconvenience or my concerns. I told him we would need to come to a fair agreement on my cost, and I will in fact dispute any additional charges he threatened me with. When we arrived at the Hotel I discovered an E- mail Invoice from the Mesquite Store for $1721.50.

On Saturday September 17th, 2022 I again called the assistant manager Gary to let him know those ridiculous charges will be disputed and that I wanted his Boss to call me Monday morning when he returned to work. Gary stated that his Boss was basically not interested in talking with me. I also made it clear that I could have returned the Trailer that day before the agreed time 4:00pm after 9 days of rental at $29.95 per day.

On Monday, September 19th, 2022. I called U-Haul Customer Service and was given a phone number to the Territory Manager in Las Vegas area. I phoned Freddy ** and he listened to my story with compassion and understanding. He wanted to speak to the Manager at the Mesquite Store. He told me he would get back to me soon.

Later that day I got a phone call from Gary’s Boss, he was also argumentative, rude and talking over me. There was also someone in the background making unsolicited comments about not making a claim sooner. At that point the Boss was not really listening to me at all. He could care less about my reasons for not being willing to tow an unsafe Trailer across a desolate desert without services for miles and what lead up to that decision. He was more concerned about the Trailer not being in Medford. We also talked about who is ultimately responsible for operating a motor vehicle with a known defective Trailer on a Highway. And that U-Haul does not provide a spare tire with the Trailer. We also talked about the tire with a slash in the sidewall was ultimately deemed unsafe and replaced by U-Haul Roadside Service.

I also pointed out that a consumer has certain expectations of a Rental whether it goes 20 miles from Medford or 1000 miles. We also agreed that a Trailer Tire should be set at 65PSI Cold. We also talked about that the 3 most common failures of a Tire are: Over Inflated, Under Inflated, Over Loaded. Later that day I phoned the Mesquite Store to ask why I never received a return phone call. She seemed less helpful than the last time we talked. She did explain to me the Computer generated a $1721.50 Invoice not her. She did acknowledge telling me it would cost $750 if I dropped off the Trailer in Mesquite September 14th, 2022.

I had to move this morning after trying several ways to get hold of them, my son who had to wait for 50 minutes on the U-Haul mover line, finally got someone. I wish I got his name, he was wonderful. He was able to find us another moving company (I will write a good review for them next). It's Labor Day weekend, not an easy task. He was able to credit my money toward the new company. Moving is stressful enough but to wait 2 hours for 2 moving men to never show, no phone call. No emails. Nothing. It's like they took my money and ran. So take my advice please DO NOT. I REPEAT. DO NOT USE AJJ MOVING MEN THROUGH U-HAUL. They will take your money and run or better yet take your money and NOT MOVE YOU. YOU HAVE BEEN WARNED!

When we called them back, they outright REFUSED to help us at all. I tried calling 3 different numbers and resulted in 6 calls totalling over 2 hours of my time with hold waits. Same result. We were basically told "Tough nuts. It is the last truck we have available anywhere in the area (which we later discovered driving to and from the vehicle pick up, was complete ** as we passed other dealers with SEVERAL trucks in their lots)." They even have refused to honour their OWN guarantees.

Third; when we picked up the truck, we took photos as it was clearly not being maintained as the front driver tire was bald and the rear tires were so worn they had passed the wear bars. This vehicle was essentially unroadworthy, and even possibly illegal. I had no choice but to accept it as I was over a barrel. Called U-haul again. Same result "Tough nuts!" I have now driven an additional 140 kms, off my km limit with them with no concessions offered by them to correct the issue. I am beyond angry with these **, and will be filing charge disputes with my Credit Card Company. Totally disgusted with this company and will NEVER USE THEM AGAIN!!!