U-Haul Reviews

First, the manager failed to work on the commonsense rule-of-thumb business ethics: first-come, first-get. More importantly, she conducted a favoritism on the next customer (noon reservation) over me for whatever reason may be – not excluding the possibility based on race, color, or national origin. I was tossed then to the Alcoa store 15 miles farther away to get a 10-foot truck at last. This significantly delayed my moving schedule, not to mention the unnecessary cost for the mileage for the additional 30 miles round trip plus gas cost. This frustrating experience made me brood over my ruined feeling all day. I strongly feel that I was unfairly treated by the manager who should be fired from U-Haul if this event is turned out to be grounded on her subtle aggression or discrimination on me. I will be happy to receive a U-haul's follow up response to my complaint against the manager of the U-Haul in Farragut, Tennessee.

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 I realize it’s about price point and profit margins, but U-Haul really needs to get these outdated vehicles out of their fleet.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.