U-Haul Reviews

What impressed me most was that they recognized the hardship and added expense I incurred because of the other company's failure to honor my reservation. To help offset the inconvenience, they provided a discount on my mileage charges, which was greatly appreciated and showed they truly care about customer service. The truck was available when promised, the rental process was smooth, and the staff went above and beyond to turn a frustrating situation into a positive experience.

Moving is stressful enough without having to worry about whether your rental company will actually have the equipment you reserved. U-Haul saved the day for me, and I am incredibly grateful for their professionalism, customer service, and willingness to help when another company dropped the ball. Thank you to the U-Haul team for stepping up, taking care of your customer, and proving that great customer service still exists. I will definitely use U-Haul again and highly recommend them to anyone needing a reliable truck rental.

This is unacceptable. Customers should not be forced to cover the cost of someone else’s negligence. If a vehicle is not full at pickup, it must be documented and corrected — not ignored. I expect U-Haul to take responsibility for this and ensure customers are not charged for fuel they did not use. This kind of oversight is not minor; it directly impacts the customer and shows a lack of care in vehicle preparation.

I lost more than an hour before I even started. The truck was clean, but the engine squealed nonstop. I did not expect a new vehicle, but it was loud enough to be concerning. When I returned the truck through the self drop off in the app, I was shown an extra charge of 44 dollars. I had already refueled, so I had no idea what the charge was for. The app gave me the option to request a call before billing my card, so I selected that. No one called me on Monday. On Tuesday, I saw the charge on my credit card anyway.

I scheduled a call for 5 PM to ask for an explanation. I was not calling to demand a refund. I simply wanted to understand the extra charge. The representative who answered introduced herself as Deena (IF Dion is your last name, I already found you on Linkedin and Social). From the first minute, the call was a mess. She sounded irritated, distracted, and uninterested in helping. She asked for my name multiple times, asked for my email four separate times, and kept stopping the conversation to deal with internal messages. She even told me to “hold on” because someone was pinging her and she needed to respond. I am the customer, yet she made it clear her internal chat was more important than the call she was supposed to be handling.

When I asked what the extra 44 dollars was for, she responded with, “What, you can’t do simple math?” I asked again if she could tell me if it was Mileage, fuel, anything. She repeated the same math explanation and said, “I already told you where the 44 came from.” I told her that was not my question and asked again for clarification. She snapped and said, “What are you not understanding?”

I asked if she needed my contract number or receipt number. She said, “Doesn’t matter, just give me the number.” When she couldn’t find it, she started explaining what a reference number is, as if I didn’t know. The tone was condescending from the start. I asked to speak with a supervisor because the conversation was going nowhere. She refused and said, “I am the manager,” then a small chuckle. I told her I doubted that and asked again to speak with someone else. She replied, “Why do you need to?” I told her I because she was not helping me and was being openly rude. I didn’t really catch what she mumbled after…something about dumb..don't rent..I honestly don’t know. I asked for a reference number for the call. She refused. I asked again. She refused again. I asked four or five times. She kept asking why I needed it and told me I did not have the right to request it.

Then the call took a turn I never expected. I told her how difficult she is being and she responded with “Why, is it because I sound **?” I was stunned. I never mentioned anything about race. We were on the phone. I could not possibly know her race. I told her this was completely inappropriate and asked again for the reference number. She went silent. I asked, “Is this really how you want to go about this?” She replied, “Yeah, do something about it.” At this point, the call had gone from unprofessional to outright hostile. I hung up and called back.

This time I reached Ashley, who was the complete opposite. She listened, pulled up my receipt, and explained the charge in under two minutes. Folks, I went over 31 miles, that was the extra charge and they credited me $25 because I put more gas than what it had before I rented the truck. She even acknowledged that the invoice layout can be confusing. She apologized for what I experienced even though it was not her fault. She handled the entire situation with professionalism and empathy. She was in total shock hearing about my experience.

This review is not about the 44 dollars that I was charged for. It is about the customer service. The first representative was hostile, dismissive, insulting, and said things no customer should ever hear. The second representative resolved everything quickly and respectfully. U Haul needs to take a serious look at who they have representing their brand, because what I experienced on that first call was unacceptable and she should be looked at as a liability to your company. My feedback reference number is **.

I called them and requested they change it back to what I ordered in the first place. The location rep asked me what kind of car I have (mind you all of the info was in the system) to see if I can use the tow dolly. He didn't have the auto transport so I was sent 35 miles away to a location that had one rather than the original 15 minute drive. I also rented a uhaul van from a location in my town as that is where they had one so I basically was charged to pick up the trailer for the rental and gas. This all would have been a non issue if they were honest and told me they didn't have the trailer I needed in the first place rather than say they did. I would have made other arrangements entirely.

I would be careful and not rely on a rental if you need something specific because they can't guarantee it. Their focus is to sale you and upsell you storage and get your credit card number to hold the reservation. The main uhaul reps can't resolve issues either and they ask you to talk to the locations which are hard to get a hold of. Lastly, they charged a card I initially used to hold the reservation then called.l back the next day to change the card. They took my info and the new card was uploaded in the app and saved. They still charged my other card! Very disappointing.

At one point, they told me I had to re-enter my credit card number because it was no longer on file. The day I found this out, I tried to go onto their website to re-enter the number only to find out their website was down. When I called, they claimed this was nothing to worry about, but when a site is down and credit card numbers are involved, my first thought was that they’d been hacked.

All in all, I’m not happy with this service. I was led to believe it would cost around $1800 to ship a single U-Box from Ontario to Vancouver Island and it ended up costing closer to $3400. I’m not saying you shouldn’t use this service, but make sure you know what you’re getting into. Get your estimate in writing. Lastly, I hired a third-party company to deliver and unload my U-Box and while they were here, one of the workers guided me through reviewing the service. I thought I was reviewing just the delivery guys and not U-Haul as well. When I went to write this review on the U-Haul site, I was told I'd already submitted a review and couldn't do a second.

Due to a subsequent clerical entry error regarding the return destination, U-Haul generated massive "wrong-location" fees when the equipment was returned on time during a severe blizzard to a Brooklyn location. U-Haul has placed a fraudulent administrative "System Hold" blocking my driver's license over these fake fees, stripping away my mobility and right to rent vehicles.When I disputed this, local manager Shayae S. lied on a recorded corporate line on June 17th to cover up the store's liability.

On June 24th, U-Haul's regional E-Alert compliance agent, Kayla **, issued a formal denial based on a police reporting technicality, explicitly stating in writing that she is "halting all contact" and refusing any upper-level supervisor review. I have a federal FTC Identity Theft Report and a notarized Affidavit of Forgery. Detective ** of the NYPD 69th Precinct PDS (718-257-6215) reviewed the file and confirmed this is an internal corporate record falsification issue that U-Haul must resolve internally.

My associates are forced to pay fraudulent fees under intense economic duress and written protest just to temporarily bypass the system block during a time-sensitive family move. I demand that NYC Consumer Affairs investigate this business for deceptive acts and order U-Haul to permanently lift the administrative hold on my driver's license. According to U haul own rules the Contract Name must match the Name on the card for payment! The signature doesn't match the card owner or the name on contract!

I have since learned that this type of spontaneous explosion is not abnormal for safety glass but were there warnings or signage anywhere? No. I was covered in glass and sitting in it. My jacket had multiple punctures and tears. At first it seemed the road side assistance was going to be helpful. We spoke with summer who was kind and apologetic. She told us they would send a service provider to fix the window and get us on our way as we were now stranded with a broken window and a full truck of items. She told us to get to a safe destination and they would send the provider to fix the window before our rental needed to be returned. Fast forward 5 hours later and she had failed to find anyone available to get to us, so much for emergency roadside assistance. She told us the earliest would be the next morning. Mind you it was about to thunderstorm and we still had to get back to Brooklyn to return the truck.

We had no choice but to drive it back to the rental drop off point (in torrential downpour and lightning). We got absolutely soaked and both got sick the next day because of the cold. Summer and Vida the 2 customer service reps we spoke with opened a case for us and said the upper management would call us. Which they failed to do. Instead U-Haul closed the case without telling us. Not only did they not refund our trip but they charged us $150.00 for the damage which was their fault and harmed us. So we called and got it escalated again. A few days later they closed it. Again with no communication to us.

Finally it was escalated to the Regional office who has been useless and insulting. They told us “you can’t prove it was spontaneous”. They are refusing to acknowledge any fault, accountability, or endangerment. To charge us for something that could and may still very well be a legal storm for them —- the evasion is completely transparent and you should not trust this company with your loved ones or your property. Do not rent with them and do not give them your money.

U Haul— do better by your customers. We rented multiple times with you and have always done our due diligence caring for the vehicles and communicating with you. How dare you deny any accountability for things that are your responsibility to ensure do not occur. On a hot day, customers will use your air conditioner. The windows should not explode on them in the process. And you should be able to fix it . Failure to do so and to compensate for the harm you cause is a an utter failure of your operation. Use another rental company, stay safe. 0 stars.

To say I lost my temper after the only help I got was an "I'm very sorry", would be a gross understatement. While I never called the fun sucker on the other end of the line anything off color directly, I did invent some compound cursing words right on the spot. She hung up, just like I would have done. I have no issue with that. However, as I standing in my local U-Haul dealership trying to fix this goat rope, I find out that they had canceled my reservation completely leaving me with nothing but a note on the computer that I was "rude" and "hard to deal with". When I called corporate back to talk about that, they wouldn't answer the phone. When I called back again, Macy, the "superior" of the person I had talked to harshly answered and told me she was the one that canceled the reservation because "we didn't want to mess with your reservation anymore".

When I talked to the boss of the "superior" (she didn't have a title; but I assume it was something like chief disappointer) she informed me that it is a H-Haul corporate policy to cancel a reservation when they have an "issue" with a customer. I can imagine. If you're disappointing people every time you deal with them, like they had called your house and asked to borrow their car, I guess you would get used to people screaming at you and take self-serving action to not have to listen to it. If I die and I have to use U-Haul to get to heaven, I will gladly shake hands with the devil and ask where my coal shovel is.

He go out, take him little while and looking at him leaving the truck and going the other side. He comes back printed a copy of receipt for me but it was not mine or my name on it, it was for someone call Marcus. Please check the cameras. When I said, "This not my receipt," he screamed and said, "I have to remove you from my store," and come out and started punching me with his body. Someone should be held responsible and he never give me my receipt. Horrible person, horrible management, very bad and old truck they have unsafe for anyone to drive.

I found out 9 months later when trying to rent a storage unit the lady at their site ualert.com online said it was a year ago. I said, "No it was 9 months ago." I asked to talk to her supervisor and she only said no every time. Finally I said, "This is crap and illegal. Put your boss on the phone now please." The lady hung up on me instead. They only BS you and are rude as hell. I was told I wouldn't be liable by their staff but look now I'm the one being chased and getting negative credit and banned from renting any of U-Haul stuff not the elderly lady who rented it. Seems fair, right??

They eventually restricted my access which interfered with my ability to sell items to survive. I was warned by an employee that I was about to be trespassed, I left and stayed away for 2 months and U-Haul used this opportunity to take action against me. They started charging me without me signing a contract. They unlawfully auctioned off the three additional units they had promised me as long as I needed for free. They “tried to make” contact by using an old address they knew was not current & calling old phone numbers. The certified letter was delivered the day of the auction but they still followed through. Unlawful.

I even spoke with U-Haul’s own CEO, who called the whole situation a ‘PR nightmare after the first incident and seemingly blowing it off the second time by suggesting I ask the MCP (regional manager) to McDonalds for an ice cream cone to discuss the incident.’ I sent a demand letter to the company in September 2025 with no response.

I highly recommend that no one trust U-Haul with their personal items. Later I found out that my unit wasn’t on camera, the door alarm didn’t work. The parking lot was not well lit or gated. My door lock was the only security protecting my unit. They had a history of break in’s that also wasn’t disclosed. BAD BUSINESS PRACTICES AND MANAGEMENT from CEO to CSR. Online reviews on U-Haul's website reviews and the BBB suggest a pattern of harm.

This is one of the worst experiences I’ve ever had as a customer in my life. The person I dealt with, has no business being employed by any business or corporation that intends to be professional and treat their customers with respect. My identity has been compromise several times, so I was naturally curious as to why he was taking my picture and why he had to immediately call the person I listed as my emergency contact when the previous location that I attempted to rent with didn’t do any of those things. All he had to do was explain the policies he was required to follow. Instead, he decided to turn to someone else and ask them to finish helping me because I was “…tripping…” and “…giving him a hard fucking time for no reason…”.

I’ll be leaving a Google, better business bureau, and consumer reports review reflecting my experience being threatened and cursed at for asking questions. The young man that I had the unfortunate experience of dealing with belongs in a completely different line of work that does not include the need for basic customer service or civil human interaction skills. On top of all this, the truck I was given had the check engine light on and severe transmission issues. I told the GM immediately before leaving and she said I had to keep it because their machine said it was safe to drive… I was worried about breaking down the whole day I had the truck. At this point, I do not feel safe or comfortable returning the vehicle I rented back to that location and couldn’t recommend any other customer ever visiting. I have also reached out to U-Haul’s corporate office and no one has responded… Best regards.

The next day, 2/28 (Saturday) I come by Dilworth Uhaul office again around 2 pm. Ethan, a tall young blond/brown haired Uhaul employee was there. He told me he texted Isaisha Crawford, the general manager, but her phone was on silent. He told me he didn't know how to break lock off & that either Marcus or Isaisha needed to assist with this (with shop mtnc men). Ethan told me to come back the next day, 3/1 (Sunday).

So, this caused me to be delayed by one day, which disrupted my other plans & ability to get my items out of storage on 2/27. Also, I don't live in Fargo Moorehead Dilworth area but do live 4-5 hours south. I had to drive up to take care of moving my belongings out, planning to spend no more than one night at a hotel in Fargo while doing this. Having to come back the next day, required me to stay another night in hotel as it would and did take several hours sorting through and removing/loading my belongings in vehicle to remove from storage unit, not leaving me enough time to drive back 2/28 4-5 hours South (home).

On 3/1, the next day, I came by the Dilworth Uhaul office to again seek assistance to break my disk lock off my storage unit locker, but again, it was the Uhaul employee Ethan in the office.i came about 11:45 am. Ethan told me he called General manager Isaisha **. After he got off phone he told me Anaisha (GM) was driving back to office, that she was at office earlier. Isaisha arrived back to Uhaul Dilworth office around 12:30-1 pm.

I found out from Aniasha, as she came in office, without looking at me for most of time she was talking, in a drone like stressed hangdog look way, that she tried to break lock off (I have photo image), drilled hole in it, but it didn't work, couldn't get lock off. I was appreciative of the effort but upset lock was still not broken off my storage unit so I could remove my storage items, especially having already been delayed 2 days. Aniasha told me I had to wait for her to talk to shop maintenance guys next day to see if they would break lock off then. I was not happy with answer, wanted more assurance/ details. Now, I had to wait around again with no definite answer.

Anaisha, the GM, rudley went into to scold me in an exasperated rude condescending voice about how she already repeated what she told me about me having to wait yet another day (to 3/2, Monday). She then offered her business card for me to contact her but did tell me she would text me the next day (,tomorrow 3/2) when she found out if and when maintenance shop guys would remove/break my disk storage unit lock off.

So, I am/had to wait yet another day for help to get my lock off. I had to pay for yet one more night (now total of 2 more nights) at a Fargo Moorehead/Dilworth area hotel as result thatI would not have had to pay if I had received good customer service from Uhaul in breaking the lock off the same day I requested help with this. I did come back 3/2, Monday after I received text from Anaisha letting me know maintenance guys likely would have lock off by 11:30sh to 12 some pm. I came by Uhaul storage unit around 1 pm. The lock had finally been broken off & removed so that I could get my storage items moved out of my unit

I am upset at the additional time/days I had to wait as well as additional expense of 2 more nights of a hotel stay I had to spend on, when I should have received help in short time 2/27 to break my Uhaul storage unit lock off. I would very much appreciate compensation for the additional time & expense caused for myself, a Uhaul customer, for the very poor customer service I received from Uhaul staff at this Uhaul Dilworth storage unit location. I have used Uhaul for many moves in past (truck rentals) & storage units over the length of 2-3 decades, I will no longer do so. Uhaul staff, including GM, are focused more on pleasing themselves & Uhaul Corporation than on the customer. Customer comes LAST (if you already are one).

August 13th is day 1, which means September 1 is my last or 20th day to clear unit. Which I confirmed with Nefertitti in their corporate office.. Then I finally find trailer and uhaul decides to add extra stipulations, new rules.. seemingly just for me. WOW. I can only access my unit on this vital last day before they throw my life's possessions once my trailer arrives. Huh? Wtf? Why? Then they decide to add a last illegal rule which is once I start unloading my unit, I can't stop. It shouldve been by 7pm when they close. They keep pulling shady aka illegal manuevers.. Am I in America right how? Isn't this a corporation that follows and abides by American laws? I work fast and hard and get roughly 75% of it down to trailer... at least 15 full carts.. but it's a lot of stuff to load as well as really hot outside, so my trailer driver decides to get some water so we both go next door to 711. Then I head back 5 minutes later to finally finish clearing unit.

Well apparently that's against their new rule.. one made ONLY for me.. because the heavy set mgr Kayla comes up and use this extra rule she just added to deny me access to the last of my unit. Their employee Mary literally slams the door shut on my head, which still hurts. I'm emotional now and completely disagree with all this BS. I did a lot of work and spent big money and deserve to keep my lifes possessions.... but not since uhaul invoked their new "can't stop unloading rule". I'm beyond pissed as it's seemingly being enforced. In it's a living nightmare as I now hear the police are being called for the fourth time and I'm arrested at gunpoint for being loud and emotional and apparently taking a 5 min. break.

I end up losing my father's ashes, all my kid's pictures, celebrittly memorablia, high school yearbooks, thousands of collectibles and a ton of my prized possessions...and these corporate gangsters got to make up new rule and enforce it... I paid for every minute of my stay and they ended up with all my stuff... surreal. They really tried to ruin my life. Oh yeah and the huge homeless encampment they allow to reside in the back will steal anything not nailed down.

The issue is not policy enforcement — it’s the lack of communication and the failure to flag the problem at the time of reservation. Allowing a reservation to go through and then denying service at pickup creates unnecessary stress and financial burden for customers. This experience was inconvenient, costly, and poorly handled. I would not recommend this location based on how this situation was managed.

2nd transaction. Rented a trailer. Specifically asked would I receive a credit back if I brought back early? Answer was yes. Again asked for an invoice at that time and again was told that is not how we do it. Received the invoice email, lo and behold was billed for an extra day. Customer service (cannot reach the location directly) indicated that the management has 3 days to respond. I will not deal with this location again, 29100 US 27, Leesburg, FL. This sounds like a scam that may be shared with every customer. You can overcharge everyone but NOT everyone will catch it or question it.. That adds up to a lot of money at the end of the month/year. Shame on you and your lack of ethics.