U-Haul Reviews

From this moment on, U-Haul started the avoidance tactics - not returning my calls and stating they could not contact the driver to get his side of the story. They said they did not receive the police report and they have been waiting. Finally, I went to the police and found out they have submitted their report to U-Haul a long time ago. To be on a safe side, I took a copy of the police report and sent it again. To summarize what happened next, U-Haul's denied the fact the building was hit twice, saying it's impossible(?) and that it could have only been hit once. They have stopped answering my phone calls. Finally, we contacted the manager and just today (August 2012), I have received a phone call from the original clerk with the final offer of $1800 compensation, take it or leave it. I am angry. This amount is not enough. It will not even cover the cost of materials. I am not accepting this offer. I am thinking about filing a small claims case. What else can I do? Did anybody else have similar problems with U-Haul?

The grades out of Phoenix were as bad, and I moved the dogs to the second truck back. They were dying, and it took a lot of box moving but we saved them. We were extremely late arriving in Chino Hills. I had to hire a LaboReady crew to offload and send the drivers back in an expensive Avis one-way rental. We had to stay overnight in a hotel but got no rest. The entire schedule was woven to include my wife driving a truck and trailer with our livestock but that went all to hell also, needless to say. It was an absolute fiasco and physically harmful at many levels. The regional manager doesn't respond to my emails or calls and I'm going after them in Riverside CA Superior Court for actual punitive damages. Can you help me post this on your site?

I got a call from Lauren at ** who was completely rude and apathetic. She then cancels my reservation telling me nothing is available, although a rep yesterday confirmed a 6x12 trailer was available. Moreover, I went to see it, mind you, at the location it was at when I booked the reservation Wednesday; clear as day, it was available. She then tells me since I'm in buffalo, if I would like to go to Canada across the border to get a truck. This woman, I wish I got a last name, was ridiculous. Just beware. They obviously overbook or have a bad inventory tracking system, so don't ever expect to have a valid reservation honored.

At approximately 12PM on July 25, 2012, I returned to the store for the installation. After determining that the hitch had not yet arrived to the store, another clerk (name unknown), after checking the status, told me that the hitch had in fact not been ordered as yet and that I would not be getting my hitch as expected. The clerk then indicated to me that he was going to place the hitch on order then and would request an "overnight delivery" for it. He also indicated that he would call me as soon as the hitch was available for installation. When I asked him if he could give me a reasonable explanation for the reason it was not ordered on July 15, 2012, he was unable to.

My story comes in when I wanted to rent a trailer from U-Haul several weeks later but couldn't. Even though my name doesn't appear on the woman's financial contact, because I drove her truck, they took a copy of my license for their records. I'm denied service because of my "association", a U-Haul's rep's word, not mine with the person they consider owing them money. First, U-Haul's employees are guilty of discussing someone else's financial business with me. She hired me to help her move, and her financial business with U-Haul is not my affair, nor should be discussed with me. Secondly, this is nothing less than extortion: U-Haul's hoping I will put pressure on the woman so I can continue doing business with them.

So what can I do? Not much, it seems as this is U-Haul's "policy," as if policy is something written in stone. I filed a complaint with the BBB and all I got back was an email from a Natasha ** of U-Haul. I don't know who Ms. Natasha is. No signature was included in the email as to her title or office or phone numbers. This is what she wrote. I've omitted my name, but for the record, she addressed me by my first name, not Mr., so I guess we are on a first name basis.

Hello **, I do apologize that you were not allowed to rent because the person you help move has a past due balance with U haul. You were denied because you placed your driver license on this rental so all the information that was on the customer contract was added to our do not rent list. I do apologize but this information can one be removed from the system until the balance is paid. I did not modify Ms. Natasha’s response in any way. Either U-Haul outsources their work to countries where English is a second language or our education system is in serious trouble.

I explained that none of this made any sense, that I didn't even know the pickup person in 2005 and asked precisely what U-Haul's dispute with me, Marc **, was. Again, she he wouldn't say, but added that "We can solve this problem easily, quickly if you pay the 2005 bill." I told her it was unfair that she was leveraging the situation for me to pay for a bill that I had not incurred. She remained silent, but would only say we can quickly resolve this dispute if I paid the pickup person's bill. I told her that I thought this sort of mean, toughness, especially on an unpaid debt incurred by another customer seven years ago that U-Haul has already been written off was probably illegal. She wouldn't answer, but gave me a phone number if I changed my mind about paying the bill I did not incur.

I never have used U-Haul, never will! I will tell everyone I know about the inconvenience, time loss and rudeness of this company. They could have run a check and told me this thing wasn't going to work when I called to rent the truck. At no time did the representative in Phoenix said to get a different pickup person and we will rent to you. I am sure that I am blackballed from renting from U-Haul because I chose the wrong pickup person. These bullying tactics are truly incredible. Wonder what would happen if you really have a substantial dispute with this company that you are responsible for. Next day, after the Phoenix phone conversation, the U-Haul service center in Fargo, ND called me and asked if I was going to pick up the truck. I told the rep about what happened and asked why he hadn't been informed about the dispute. Simply amazing how this corporation works, isn't it?

The representative was surprised, but said he hadn't been with U-Haul that long so he gave me the customer service person to write. I will write that person too. I have read on this site that if you pick the wrong pickup person, you will be prohibited from renting from U-Haul until the bill is paid. Absolutely amazing. My next thing will be to write letters to business magazines and government agencies telling about this questionable practice. The folks at the Fargo, ND service center were real nice, but the lady in Phoenix who doesn't sell the service, appeared to be well-versed in this Neanderthal behavior for collecting debts incurred by a pickup driver. I will tell everyone I hear who is renting a truck what happened to me. It certainly looks that this collection tactic is a policy endorsed by U-Haul. If the company will do this, what else will they try?

Now, on to the truck. We called to confirm and they informed us they don't have the truck because it wasn't returned. After hours more on the phone, that issue is squared away (also, supposedly). If I would have not done the foot work and bugged the crap out of these people, I guarantee we would not have gotten the truck or tow dolly which would have put us in a very bad spot. None of the telephone numbers or addresses to the pick-up locations is correct, so do your homework before you make a reservation. Also, if you get nowhere with U-Haul "customer service" in regards to your existing reservation, get the number to the "regional scheduling office". They seem to at least know half of what is going on. Better yet, just don't use U-Haul. I hear Budget and Penske are the way to go. Of all of our truck rentals, I believe we have only not used U-haul once but you better believe this will be the very last time I use this company. It is worth the extra money (for me anyways) to use someone else. U-Haul gets a big fat F in all categories. I can't believe they "successfully" run a business.

When I complained to U-Haul customer service, I was told that the paper and the email I received only confirmed that I had requested a reservation, not that I had made a reservation. In my experience, if you have such a piece of paper and someone else show up at their location one hour before the hour indicated on your paper for pick up, that person goes away with the trailer. In sum there is nothing of any value on the email and piece of paper that U-Haul gives you.

He told me to get my stuff out of the truck and that they were not going to rent me a truck. It was Friday, 5:00 pm, and the shop was shutting down. I had to phone a moving company to come and unload the U-Haul truck and deliver it to Kelowna. Affordable Moving Company sent men over that had just finished working to help me out. The owner Paul told me he would weigh the truck on the government highway scales and let me know the actual weight. This was done and it weighed 7100 pounds well under the 20,000-pound gross. I'm suing these rats in court for the added cost of my move, which comes to over $6,000.

They never send a letter to all the customers, so they charged me $4.19 plus administrative fee of $30 and charged it on my credit card without telling me. Before this, when I rented the trailer, no one actually told me about tollway toll fee. So U-Haul made $30 for nothing which is a ripped off. People should know this. In the US, this kind of company should get punished so that way the economy gets better. U-Haul sucks!

We drove to U-Haul in Affordable Auto Sales at 20404 SE Hawthorne RD, Hawthorne, Florida. They did not have a 10' or 14' truck, but they were very kind and made phone calls to get us a 14' truck at Kalli's in Citra. Affordable Auto and U-Haul’s reservation department attempted several times to reach the Thrifty store/U-Haul via phone, but did not get an answer either. The text I received earlier was it was a $50.00 fee to cancel - this guy does not want to make $50.00 off me for him being incompetent! When I called him later to complain to him, he tried telling me he had been there since 0900. Right? Wrong!

Meanwhile, we are 3 hours from home, 3 hours behind schedule, and have hired a mover to help us load. I tried to explain that we need a new truck, and that I didn't feel safe riding in a broken truck and that if we waited for them, my husband would have to miss a day of work. I was put on hold, was told there was nothing they can do and that if we went and got a new truck on our own, we couldn't be promised we would not get charged a fee to tow the old truck. I spoke to 4 representatives that day because I was told and guaranteed I would get a call back, but had to call myself every time. The manager of the Customer Service was beyond rude and inconsiderate. It makes me think they do not care about our business. I am in my mid-20s and have a lot of friends that are moving. Why would I tell them to use U-haul? Also, the fact that 92% of the customers are extremely dissatisfied, I have to wonder why U-haul is not making an effort to fix anything, or at least compensate for incredibly poor service.

On 5/25, at 8:00 am, they agreed that the trailer would be ready for pick up at 7:30 am on 5/26. At approximately 9:00 am, I received a call from the manager at the pick up location. He said that my trailer would not be available until after 4:00 pm. I told him that I had made the reservation 16 days ahead of time and that I needed to pick up the trailer in the morning as I was moving my son back home after graduation from West Texas A&M University.

He suggested that I try calling another U-Haul facility. After some discussion, he said that he would get someone from the regional office to call me and hung up. Approximately an hour later, someone called from the office in Abilene and told me the best they could do was let me pick up a trailer in Bowie, TX. Out of desperation, I agreed. The normal charge to pick up in Bowie and drop off in Grapevine is $66. My credit card was charged the original amount of $192.50. I was "ripped off." In the future, if I need to rent, I will go to Budget or Hertz or anyone but U-Haul.

When I got to Howell, the big fat guy in the office told us he got some phone call about a truck but he wasn't listening to the whole thing so he had no information and would have to start from scratch. He seemed amused at our predicament and did more explaining than working. I explained that because of this truck problem, we were now under a time constraint as we were paying movers by the hour who were sitting around waiting. After 20 minutes or so, I told him I didn't appreciate that he knew we were coming and did not bother to even start the paper work until we got there. And that was all I had to say on the subject and I turned to walk out the door.

As I was walking out, the fat slob yelled for me to "get out". I yelled back through the door, "you didn't throw me out **, I left". He came charging outside to confront me. I told him I was out here not bothering him, but he on the other hand was outside bothering me. Eventually, he gave us a truck and wound up giving us a smaller truck, of which, of course they charged us for the bigger truck. The consequences are it cost us $80.00 in mover's fees when they were waiting around. U-Haul put us hours behind and felt no need to hurry or make our problem with the truck minimal. They were rude and disrespectful and made us stressed and angry. I will never use them again. Absolutely, horrible customer service.

Just 3 weeks ago, I was backing out of a parking lot when I started to see smoke come out of my tail lights. Then it caught on fire, and I saw flames come out of the tail lights. I had to call road side assistance and the fire department to make sure the flames were put out. When I told this event to U-Haul, I was referred to their risk management department and I started to file a claim with U-Haul. It took U-Haul 5 days to come out and inspect my car, and more inspection needed to be done in order to prove that U-Haul installed the wiring for my hitch. It's been 3 weeks now, and I had to get my insurance company to take care of this issue, with absolutely no assistance from U-Haul. U-Haul's wiring job was neglectful from the beginning. Instead of taking responsibility, I am still getting the runaround.

Had I known that, I would have gone somewhere else instead of having to find a truck the day of or having to go way out of the way just to have a truck to move. I went to the location above because it was close to where I live and not 30 minutes out of my way. I am very upset that this happened because I am having to find a truck on the day that I need to move and the guy acted like I was at fault and there was nothing they could do or try to do to help find a truck.

There was a stalking incident on the freeway that forced me to pull over and call the police for fear of my life. There was a woman parked in a handicapped spot at the station where I was filling up with gas. She claimed the van hit her. It looked like a series of counterfeit crashes that may have involved a couple of employees. I summoned the insurance company. I called rep West. The claims rep was impossible to reach, claiming he was always busy. I knew the woman before from a previous attempted mail fraud incident. She was trying to get my license info and my mailing address.

I complained to U-Haul. This was not the first time that a U-Haul van or truck had been involved in counterfeit crashes or stalking events for debit card fraud incidents at the pump. No one has followed up with me at all.

I arrived at second location which was a tiny store located in a not so good section of a town. I went inside to rent my truck and what a shock. The man behind the counter was behind bullet proof glass and could hardly speak English. I finally got through to him that I was there to rent a truck and that U-Haul was supposed to have called him about it. His reply was, "I know nothing about your truck." I myself called the 888 number made the reservation, gave my credit card number and so on.

At the end of the conversation, the representative (John) from U-Haul asked me to give my cell phone to the owner. I passed my cell phone under the bank slot in the window and the man behind the counter got on the phone with U-haul who told him to give me the truck. The man handed me a set of keys and wrote my name and driver's license number on a sheet of paper. I asked him where he wanted me to put the trailer and he just pointed outside to the side of the building. I dropped the trailer off the back of my vehicle and went to the truck. The side was tagged and when I opened the door, the floor of the truck was loaded in nasty old french fries. Being I had movers at the house and the man inside would not come from behind the counter, I just took the truck. I was given a price of $309.30 for the second truck.

When I received my credit card bill, the charge for the trailer was on it. I called 1-888-760-9115 and spoke to Pam and explained my story to her. She had John ** call me back who was very unprofessional telling me how l subtracted the difference of the trailer rental from the price of the truck and that the truck should have cost me over $1,000. When I tried to explain to him that this was never explained to me, he became more rude, would not let me speak and finally hung up on me. Also I told him that I was disputing this charge with my credit card company and he told me that if I did, he would tack more charges on. Is it just me or is at that half of all the complaints on here are about how customers were talked to by U-Haul employees? Maybe they should have classes for their employees in reference to how they should speak to customers. U-Haul does not care. By the way, I am disputing this charge with my credit card company because I don't care what U-Haul employee John ** threatens me with. If I ever move again, some other truck company will get my business.

There was evidence of the vehicle having been in several crashes just before me and I felt as though they were trying to use the power of suggestion by insisting that I might have an accident. I was accosted on the freeway by a couple of GPS hijackers that tampered with the vehicle's computer by the use of a powerful scanner used on the streets. This incident caused my peripheral vision to disappear, and sure enough, I met with a woman from Iran that was a known ID theft con artist who was insisting that I hit her vehicle and wanted my information without giving me any of hers.

The police were called and she submitted information that appears to be fraudulent and cannot be reached for comment. I have been getting quite a bit of spam since I told Shivaughn what my email address was. Mr. ** was supposed to perform the walk around to assess the previous damage and when I filed a complaint with U-Haul, he claimed (sheepishly) that he did the walk around. He was nowhere around when Shivaughn told me to take the vehicle that it was ready to go. I submitted the claim to RepWest Insurance, but I have heard negative reports on them also.

Each and every time we checked the straps on the wheels, the strap on the passenger side of the car hauler was off! We stopped more often than we should have because of the defected straps. When we returned the trailer to the U-Haul in Walker, MI, one of the workers took our car off the trailer. He told us the ratchet was defective. Needless to say, it was a trip from hell. We worried constantly about losing our car and stopping more often checking and re-strapping the tire every time we stopped. We feel you need to check your equipment more often and train your employees to secure a car correctly each and every time you rent a truck and a car hauler unless you want to lose business. If you keep doing business this way, you will! The stress this trip caused us was devastating. Please train your people to properly secure a vehicle and make sure your equipment is in working order. On our last day, the ABS light came on in the truck. Again, a trip from hell!

I repeatedly called until my frustrations set in after about being there waiting for about 30 minutes. Therefore, I tried to call your customer service number and was routed to your local corporate office located in Little Rock, AR. I can’t remember the rep or person I spoke with, but I’m sure that information can be retrieved from the U-Haul system, for she is the one who made changes over the phone. I explained to the representative what I needed and my reservation and that no one was available at the location. She informed me that she would also try to contact the person at the location. Once returning back to the line she said she had no clue where or why this person was not there or not answering, but my reservation had been changed already. She was sending me to the Kanis location but she showed in her system that the truck I originally requested was not available at that location.

I explained to her at this point that I did not want to drive to that location because I was behind in my moving time. At that point she became rude and told me if I would have made my reservation the day before this would have not happen, but because I choose to make that morning this was the result. And I explained to her that first of all that was not stated no where on the website that it needed to be made 24 hours in advance; second, it was not my fault no one contacted me to confirm; third, that her vendor at that location was not available. So I hung up and call another one of your location and got a smaller truck so I could keep the schedule I had. All things I felt she could have offer, but I guess good customer service and providing a smooth move is not U-Haul’s goal anymore.

My 1st question was to the effect of why I would not be notified of this change and if I would be compensated. He proceeded to tell me there's no discount and for me to just be there when he gets there whenever he gets there. He was so very rude to me and I could not believe that this was a business owner.

I immediately called the scheduling office who was able to transfer my appointment to a new location and held firm on their agreement and credited me $50. I have yet to pick up my U-Haul at the newly scheduled place but was so angry with the Browns Brothers that I wanted to let others know right away. This location should be fined, closed, or receive disciplinary action.

Another week went by and they still didn't give me the deposit back, but then claimed they didn't use my card and used the other card. I had to file a dispute with my bank and got my money back. A month later, some guy representing U-Haul calls me about the dispute but I didn't talk to him because the chance to say something. Now in the middle of February, I come to find out that those idiots disputed the deposit and almost threw my account into overdrawn.

These people are the dirtiest morons I have ever seen. We have used them in the past prior to this incident and they always returned the security deposit. I have to contact my bank next week to find out what excuse U-Haul did since I feel they violated their own policy and violated me as a customer.

It's a felony, no charges have been filed against them. I have tried but have not been able too! Slander, deformation of character one of the 6 page alert sent to investigating detective was a location out of Nevada that states on November 9, 2010 we rented a truck with a unauthorized credit card at a location that does not rent trucks. Fred had no choice but to take a 3 year prison term because of back ground history and the District Attorney used me against my Husband. The DA with held the contract and Police report that we were given the wrong truck. This was at prelim hearing which is another issue I'm working on for negligence, with holding vital evidence and more.

There's more but I'm so tired of dealing with U-Haul I'm going through arbitration for our property. All charges were dismissed against Joanie ** our rights have been violated U-Hauls employee and manager should be held accountable for their actions plus Fred has a serious heart condition and other medical condition, I have all the documentation to prove everything I'm stating here given to me by my Attorney. I am hoping someone can help me please!

I called U-Haul corporate office and reported the incident and opened a case and when I returned the next day, I also discovered that they had also stripped out the bolts that were tac welded to the bumper that hold the bumper on. I told them that they needed to fix it and they told me to go get the estimate and they would pay to have it fixed. I also had them take the hitch off and refund my money. We took the truck to the dealership to get the estimate and to fix the electrical wiring and bumper it was $1,700. Toyota also said that since U-Haul did not install the electrical connections the correct way that it would void the extended warranty we purchased at the time we bought the truck.

So, we took the estimate back to U-Haul and of course, they refused to pay to fix it. They told us we gave them permission to do the work and they were not responsible for any of the electrical repairs that they would only fix the bumper. Now, that's a bunch of **! We gave them permission to mess up our truck? **! If there was something in the initial agreement that waived them from any responsibility to damage property then it's not printed anything they gave us. We even have pictures of the wires that were cut and left uncovered. So, now what? Where do we go from here to force them to do what is right?

Honestly, I don't want to deal with U-Haul anymore. I want my money back. I don't need to be treated the way that employee did. I am 72 years old. I believe I have been waiting enough time. They did not comply. I want my money back. This is the only thing that I want. The employee said he is the "Specialist in Hitches." I will appreciate your help very much.

On Saturday, December 3, 2011, I called your facility to close out my account and spoke to staff member Anthony. After speaking with Anthony, he said he could not close my account and then he advised me to call the Manager Tatia who was not there that day. I called back the following day and spoke to Ismael and said she would be in on Monday.

On Monday, December 5th, I spoke to your Manager Tatia ** and she told me over the phone that my account would be closed out that day and no further action was necessary. Then, 2 weeks later, she called me stating that my account was overdue and I reminded her that we already spoke about closing the account over the phone. Then, she explained that there was a system error and for some reason, it had not closed properly and said it must have been a mistake and assured me once again my account would be closed and no further action was needed.

Presently, I am receiving emails from your facility showing she had closed my account much later than my phone call (statement shows close date December 12, 2011), 9 days after I called first.

Currently, I am receiving late payment notices and bills due when I had vacated on Nov. 2 with my son as witness. I have witnesses and phone records as evidence of my closing my account and I should not be charged for a system error, or promises broken by your Manager.

I will take legal action if any of this reflects poorly on my credit standing. I would like someone to resolve this matter immediately.

I faxed this information to the insurance company that handled the claim and she thought you subtract 1800 from 6600 (the combined allowed weight of van and trailer). Although under the weight for 2 people and luggage, it said 3 to 5 persons and luggage is 1350lbs. It doesn't make sense to subtract less for more people, so obviously she interpreted the information wrong. I called back 5 minutes after I got off the phone with her when I found the mistake. I had to leave a message and she never called back. Next thing I know is that I am getting a letter saying my case was denied. I called at least 5 times and every time had to leave a message.

I finally got a hold of her supervisor and she said she would get my claim agent to call me. Of course, she never called. I called the supervisor back and told her about the mistake. All she could say was, "We disagree.” I told her I called the dealer and they said I have to go by the information in my owner's manual. My owner's manual was correct in saying that my van could not tow a 6x12 trailer and its contents. She said her computer said it was a good match, so we disagree. I said you cannot disagree with a fact, but she continued to say we disagree. So now I am stuck with a broken down van. I had to pay for 2 tows, 2 hotel nights, and 2 plane tickets. My mom and her boyfriend missed the flight back home because of this, too.

After several attempts to discuss this matter with the general manager Jexinaomy *** but to no avail. I attempted to contact her supervisor Jeff *** and he refused to call me back after I left six messages requesting a call back. After I escalated the complaint again, I received a call from the office clerk to discuss my issue. Eventually, I was called by the general manager and told my money would be refunded within 5-10 business days. Wow. It would take almost a week to be given back my money and it took you two seconds to charge me twice. Not only is the staff poorly trained and discourteous, the store is poorly staffed. The wait is excessively long. All I was offered for this total debacle was a $25 credit towards my next move.

When the gentleman arrived at the Burlington, VT store, he was told he needed a credit card for the trailer that the box would be hauled on. He could not reach me since I was still on the airplane flying in. He had to put the $14.95 plus $9.00 insurance on his own card. This set our timing back, since we were only there to load up grandma's belongings, and drive back to FL. Also, the agent failed to tell us that we needed a lock for the U-box. So, when my hired guy returned with the loaded box, he was also forced to pay for a lock. My box was supposed to ship on 10/31/2011 to Palmetto, FL. It was supposed to arrive in 7-10 days. As of today, I still got no box (today is 11/08/2011). It did not leave VT until yesterday, after I called to see its location. My grandmother has being forced to live out of her suitcase for another week. Now, nobody will call me back, or look into my complaints. I will never use U-Haul again! I think the concept is good. I have used PODS several times in Florida. U-haul could use some pointers from them.

We then left and went directly to Direct Buy in Tinley Park (approx. time was 30-35 minutes) to pick up furniture that we both ordered. That took a good 30mins. John from Direct Buy loaded the truck and I signed off on my order. We then got back in the truck and drove down Harlem Ave to ** and stopped at Stake n Shake and ate lunch this took approx. an hour. We then got back in the truck drove to my house at **, dropped off my furniture, this was a few minutes before 2:00 pm. My neighbor behind me helped unload my stuff, and then we drove to my girlfriend's house to dropped her furniture (**) and pick my car back up. I left and went to the gas station to refuel the truck and then headed back to the rental office. Once there the truck was checked in and I went in to pay and the guy (Sanfer **) said that we went 114 miles and I told him, "no I went to Tinley Park and back" and he said, "you went 114 miles" and I said, "no I didn't" and then he said, "that's what the truck says." I was already late for an appointment and had to get out of there and he said do you want to charge it to your card and I just went ahead and did it to get out.

I know that was not the brightest thing to do, knowing it was wrong but I did. I then called my fiancé and told him that he told me to call the manager and complain and we then map quested the route and found going the way I did It is 22.74 miles and given the few stops that were made in between. I could have not gone more than 50 miles total. I called and got the 800 service again and told the woman on the phone what happened and she said she would put in a message to the manager and have them call me back and I asked her to make they called me that day because they don't call back in a timely manner. Then two and a half hours later, I called back myself since I had heard from no one. The person on the phone said that he was Dion, and then when I started to state the reason I called, he said, "I'm the one who checked you out." I told him that I was checked out by someone named Sanfer, he then stated that was him. So once I got over the name change I explained why I was calling and then he said I should have said something when I was there and I said I told you I did and that I didn't have time to stand there and argue with him, I figured I take care of it later. He then said well that's what the truck said and I told him, "Obviously, there was something wrong with it."

I wasn't watching the odometer when I was driving. He said he would check the history of the truck and found that there was nothing wrong with it and that I went the 114 miles. I told him the woman at the 800 number said she would have the manager map quest the route and he said there was no need for that he check the truck history. I asked to speak with his manager then he said he was the manager and I said you are the manager then it was the manager had left and he was the assistant manager. He then stated that I needed to come back tomorrow and speak with the General Manager and said I would. This man was rude and would not listen to anything I said and stated he did not know how far Tinley Park was from Chicago because he wasn't from here. I have now got my bank involved to dispute the charges.

I rented a trailer from U-haul in the end of June. U-Haul double-charged me at the time I picked up my trailer. I didn't realize until three days later when I checked on my credit card and debit card accounts.

It has been over three months. I have been calling U-Haul customer service center and all the U-Haul numbers whichever would help me out with this. I called them thousand times and faxed them the receipt hundred times, and still no refund or respond from U-Haul. Every time I called them, they said they hadn't received my copy of receipt. I then faxed it again and again.

Over the last three months, I don't even remember how many times I faxed the double-charging evidence to them. After I fax it to them, I call them every time to see if they had received, and the agent who picked up the phone always said they did receive and they will work on it ASAP. Then two weeks later, I called them again and they always said they were still waiting for the receipt.

I am really frustrated with them and I don't know what else I can do to get my money back.

The next day, I put in $15.00 in gas to get the gauge back to where it was when I first rented the truck and returned the truck to the same location at 8:30AM on August 27th. At that time, the female (Tony) employee checked me in. She stated that there was nothing wrong with the gas and that the "gauge won't rise until the truck is driven for a while". She told us that everything was fine and it was okay for us to leave. About an hour later, that U-Haul facility attempted to charge my card with an additional $40+. Apparently, they tried to charge me $19.35 for a "gas charge". I contacted their customer service department and was told that a promissory note was generated by the location and that I would need to contact their collections department on Monday, August 29, 2011.

On Monday, I called and spoke with Joseph **. I stated to him the situation and who I spoke to at the location. He then sent me a credit for $19.35 for the gas I was charged. Plus, he sent me a $15 credit voucher for my next rental or service at U-Haul. Prior to this matter being settled, I received a "survey" about my U-Haul location experience. Of course, I did not rate them very well and received an email three (3) days later from Michael stating that he would "waive" the gas charge. I emailed him back and stated that I have already handled this matter with U-Haul's collection department and I would never be doing business with his location again!

Almost two weeks later, on September 6, 2011, I received notification from my credit card that U-Haul attempted to make four (4) additional transactions from their Phoenix, Arizona location. These transactions were in the amounts of: $61.93, $46.45, $30.97 and $15.48. I found these to be very obscure amounts and contacted Joseph ** again, using the same file # ** that he gave me on August 29th. I sent Joseph ** an email on Friday, September 9, 2011 regarding these obscure charges and stated that I never authorized these transactions! I stated that if they continued to attempt charging my card, they would be held responsible with a lawsuit for fraudulent charges. I demanded that these attempted charges stop immediately

On Friday, September 9, 2011, I received an email from Joseph ** which appeared to be a "copy" of a forwarded email. It appears that Joseph forwarded my complaint email to a "Manny" and stated, "Manny: The CAF referred to in the email had to do with fuel charges and there wasn't a conversation as to these other charges. I didn't know where this email should go to, so you're it". At this time, I have not received any further information or communication from U-Haul.

First, there are only four parking spots available for customers. The office is small without any heat and the service people do not seem to be very knowledgeable. We ordered a dolly and it was not strapped down so it just bounced around throughout the entire drive; although I requested that it is strapped down, it was not done.

We returned the truck overnight and was called in the morning because they owed me $30. I received a contract via e-mail indicating the same. Once I got to the office, they then said that I owed $15. I thought it was a mistake at first and asked to speak with the manager. They called her and spoke with her over the phone. She was completely disrespectful and made no attempt to disguise it. I refused to pay the balance and walked out. I asked for a revised contract explaining why I now owed money and I was told that they could not produce one until I paid the balance; however, once I left, I received an e-mail with a revised contract. Needless to say, I will not be returning to that facility!

This was a horrible experience and I have rented my share of U-Haul trucks in the past few years and I am filing a complaint with anyone I can find that can hear me and I will never rent a U-Haul truck from this facility again.

He took his cell phone out of his pocket and flashed it in my face. He stated it was now 7pm. He further stated that he was closed and could not assist me. I advised him that my agency and I always used U-Haul. I told him I have always received extra superior service, especially in Amarillo, Texas (location 2100 SW 6th Street). I advised him that the representative in Amarillo, Texas, Rusty **, went beyond his duty to ensure the best customer service I've ever experienced from U-Haul. He showed anger. He told me to go inside and he would close out the order. He was the most hateful representative I have ever had relations with from U-Haul. I sincerely hope this matter gets attention. I would greatly appreciate a reply regarding this matter. I anticipate using U-Haul in the future from the Wichita Falls location again when reassigned to the next duty station.

We then came back the next day to pick up the final bill and noticed we were charged $110 extra! The employees said we did not return the gas tank full and we had to pay extra charges. When we tried to get clarification, they were rude and told us to call head office. We did call head office and they in turn told us to deal with it with the branch itself.

Since then, the branch has been dodging our calls and it's been a week with nothing resolved. We are not pleased with U-Haul treating us like dirt and will be escalating this issue.

I went back online to change my reservation but their site does not allow me to change my return to Woodside Queens, NY. I called the local number listed for U-Haul Moving & Storage of Manchester. My call was transferred to a central phone bank. The person told me that I would have to change my reservation at U-Haul Moving & Storage of Manchester because he couldn't do it on his computer. "When you get there, they will adjust it for you," he said.

I had a 10:00 reservation and it showed up at 11:00. I told them that I wanted to change from local to one way. I was told they didn't have a truck. Then, I was told that one was returning between 12:00 p.m. and 2:00 p.m. The price was $349. I told them that the website said $139. They insisted that the price is $349. I went home waiting for the truck and kept going to the Internet site. I checked prices for Sunday and other days of the week and I kept reading $139. The truck became available after 3:00. I had no choice as it's a busy time in the truck rental business with colleges starting up soon.

Without going through the rest of the problems caused by the delay, I again went online on Monday and checked the price for a one way rental and same location for Tuesday, August 23. Again, the price was $139. There was no manager available at the Manchester site. No one would explain the difference. I was also charged $60 for the insurance instead of $30.

My "service animal" was in excellent health. Bella was her name. She died due to heat exhaustion caused by no AC in our truck.

We had, for our own medical issues, checked in with U-Haul to make sure the truck was serviced because I have had many lymph nodes removed and had a bi-lateral mastectomy. I cannot be in the heat.

We did this for 3 weeks prior to moving. We also knew that due to the lack of fat on a greyhound, they cannot be in heat that exceeds 78-80 degrees. The cab of the truck registered 98 degrees.

It was only an 8-hour drive however, within 1 hour of leaving for our destination, the AC stopped working. We were just south of LA on the I-5 and construction and bumper to bumper traffic prevented us from safely pulling over.

We were also pulling our car on a car transporter, with the safety straps coming off of the car. We were pulled over because the lights had not been cleaned and the police could not see our signals or break lights.

Imagine a 70-year-old man and a disabled 62-year-old double mastectomy cancer survivor trying to secure the safety straps and clean the lights and mirrors in the middle of LA traffic. It was frightening!

We finally pulled into a hotel two hours north of LA and frantically began calling the U-Haul hotline for help! We could not get service from them. They told us to drive to a town and no one knew how to help us get there.

Both of us had heat exhaustion, chills, etc.

We left at 3:00AM the next morning and finally reached our destination. We could not get help to unload our car off of the transporter at the local U-Haul in Livermore, CA 94550. We did it ourselves!

Our greyhound, my "service animal" of 4 years, died that evening at 7:00PM in our new apartment! The vet said it was due to heat exhaustion –that she showed no sign of a heart attack or stroke.

My best friend and helper is dead. Due U-Haul's negligence and lies!

Now, the insurance company, "Repwest" out of Phoenix, AZ, does not want to pay for the Accidental Death" policy that we had taken out unbeknown to us. We thought we were taking out a policy to protect U-Haul's truck and equipment however, in that policy it also covers death.

Service animals are in a class of their own according to the Americans with Disability (ADA). They are considered as a person.

It has been a month since Bella died and I am still fighting for recognition of Bella's death.

Please do not rent from U-Haul. They are not anything they claim to be!

I am so sad over my loss of Bella!

I took possession of the unit on June 2. This began my free month. My intention was to use this month to find employment or to find a place to move my things to. Unfortunately, I was unable to do either. When my payment came due on June 28, I did not have the money to make the payment, so I got a friend to do it for me. She used her bank card to make the payment online on July 5. My understanding of the agreement was that if your payment was 15 days late, a $15.00 late fee is added. If it was not paid within another 15 days, another $15.00 is added. This was not what was done however. On the 29th, $15.00 was added. And then on August 12th the second, $15.00 'late fee' was added.

On August 19th, I made a payment online for the entire amount due, using my credit card. On August 20th, I got a call from the friend who had made July's payment for me. My friend stated that U-Haul had debited her account for a month's payment on August 17th. And her account was now overdrawn because of it! I looked at my payment history at the U-Haul site and did not see any record of this payment. I tried to call to speak with someone. But as soon as I began to explain, he told me "Please give me your number." I did. And then, he said "I will call you back after I finish with this customer in front of me." I was seething, but I said okay. He never called back.

While I was waiting, I decided to go into my friend's account and get the date the payment was made. Lo and behold, I discovered that U-Haul had never debited my friend's account for the funds! For whatever reason, they finally decided to do it over a month after the payment had been made. And because they waited so long, her account was now overdrawn. My friend is on Social Security. And every penny in her account is important to her. For her to have the little in her account taken and to owe more is devastating. I want others to know about this place and the damage they do.

I had explained to them that it was not going to work; that the 17 feet was as small as I could go, and may not fit all of it. They said that they would call me back, and see what they could do in a little bit. Over two hours went by; I called them back to see what they found. They said they had no luck finding anything yet. They said that they even tried to get a truck that was being returned that night, to be dropped off at another location because the location that it was being dropped off at was going to be closed on the 1st, but the customer had already dropped the truck off two hours ago. I laughed at the lady when she said that to me because I was just driving by that location, and that is what prompted me to call her because I saw the truck pull in that location. She said that she couldn’t do anything about it, and that she would still keep looking but wouldn’t know anything until the morning.

I had decided that rather than waiting on them, I called a few friends to help with their trucks. I called U-Haul to cancel my order. The lady asked why I want to cancel the order. I told her because you don’t have a truck for tomorrow, and she stated that my order was for the second and not the 1st, and they would have my truck then. I told her no, that I ordered it for the 1st. I had the email to confirm this. She said, “No, you must be reading it wrong. It is for the second.” Strange enough, I received an email as we were talking, changing the date to the second. Nice cover up they were trying to do. Do not use U-Haul!

He told me, "So you'll just drop your furniture half way?" At this point, realized that he was annoyed, and I asked to speak with another representative to get the help I needed. Upon doing so, I was told to "shut up a minute!" by Kevin. My reaction was almost speechless! The inappropriateness and unprofessional attitude, on Kevin's behalf, was over the top. When I told Kevin that I wanted to speak to a manager instead to report how I was being treated, he told me "NO!!" multiple times and hung up the phone on me. Within seconds later, I redialed the 1800 number to report this incident and asked to speak to the manager on duty. Jordan, who came to the line almost instantly,was more than willing to empathize with how disturbing my very first experience with U-Haul was. This MOST unpleasant experience makes me reconsider choosing U-Haul as the company to rent a moving truck.

When I questioned her about not giving me any information on the additional day charge, she told me that it was really bad to assume anything. What she did may not have been technically wrong according to your business procedures, but it wasn't a decent thing to do and it makes people feel like U-haul is trying to rip them off. I would not have thought that the extra charge was unwarranted if she had just told me about it. Now, I do understand the reason for charging more if someone doesn't bring it back when they agreed to. That is not the issue. All she had to do was tell me that I would be charged extra if I didn't get it back when I said I would. Instead, I walked away thinking that there is no difference between returning it the same evening or the next morning. We weren't even using it anymore. It was just a matter of convenience that I sure would not have needed had I known about the extra charge.

She and the manager were very rehearsed on the issue so I'm more convinced that this is a regular practice. They seemed very pleased with themselves. Just a little more communication would be the right thing to do. I appreciate your consideration on this matter. Please contact me if needed.

I delivered my truck to the drop off site only to find it boarded up. I called U Haul customer service and, after a 20 minute wait, was instructed to call the regional U Haul office. After a 30 minute wait, I gave up and called the location where I had picked up my truck. They gave me an alternative location. Because of the additional miles for the pickup site and the closed drop-off site, I had additional gas expenses. The only feedback requested by U Haul was of the pickup and drop-off sites. I filed complaints about the U Haul customer service, additional gas expenses and for the wasted 2+ hours, trying to get U Haul assistance but received no response to my complaint.

The lady went on the phone and told me "They didn't seem to find anything." This was after I got there and saw her help customers for over 20 minutes. She had not moved or called anybody to search for lost items. I told her I was right there in front of her (over the by phone) and all she said was “Oh”.

I asked to speak to the manager. The guys who take the trucks for them told us that when they are busy they don't check the trucks and they’ll just give it to the next person who rents them. I told the manager this and he sent the guy home for being honest and telling us what they really do (not do their job). I asked the manager to review the tapes and he said the system was down. I called back the next day and he claimed he checked the tapes and didn't see anybody taking anything out of the truck. He also told me that they are not responsible for left items.

So this means that they can just keep anything that was left inside the trucks? Or if they didn't check the truck (like the guy said), the next person who rented the truck saw the back pack? This is very valuable for me ($4000.00 worth).

When I called the Blue Springs location, I had to argue with her to finally find out that I would have to pay $29.99 for each day I had the truck, regardless of the hours used.

This person also argued with me about how long it takes to pack a truck and unload, telling me that I could have it back by noon and not incur the second day expense.

I asked if there would be an additional expense if I turned the truck in late, or if I would just pay the second day's rate. She told me that would be the case, that there would be no penalty. I'm not sure I trust them.

Our son who has diabetes stayed behind to keep a eye out for our stuff waiting for this truck from uhaul to arrive, two hours later they get to him and reload the replacement truck with our belongings and he heads for a hotel to get rested. Keep in mind myself and my son kept calling uhaul only to be put on hold for long periods only to be told "we are doing everything we can were on the way". Myself and wife made it to our new home in NC. all the time keeping in contact with our son worrying about his heath and we also kept calling uhaul trying to explain the danger they put us and him in by taking so long. Our son had to sleep overnight at our expense and he arrived the next day very weak and sick.

So you think that would be the end of my story? NO, its not. After getting some rest the next day we started to unload our belongings only the find damage everywhere! Legs broken off 150 year old armwar that was my great grandmothers, dressers twisted and legs broken off, boxes that were marked with up arrows upside down, broken dishes, dirty mattress that were just thrown on the floors and the list goes on....... I even rent blankets and they didn't even use them to protect our stuff, my wife cried most of the day and we stopped unpacking the boxes to give us some time to get ourselfs together, I'm sure we have much more damage and many mem

Ok let's continue, So after me calling uhaul to complain they call me back and offer 200 dollars credit and some coupons to use uhaul at some later date! I couldn't believe it! YOU PUT MY FAMILY AT RISK AND OFFER ME 200 DOLLARS AND SOME COUPONS! I hung up the phone on him. At this point we don't know what to do other than file a claim for the damage and wait for them to respond. But I say this NEVER AGAIN UHAUL! NEVER! This is not the uhaul we knew from the past, something has happened to this company, Please, I say this to those of you that read this DON'T PUT YOURSELFS OR YOUR FAMILY AT RISK BY USING UHAUL!

Expense of overnight stay in WV as well driving around looking for locations to fix the U-haul. Cost in gas, lost hours getting home a day late returning home. Broken contents and not to mention high stress we all had to go through. They will not fully reimburse us for the U-haul, said only 20% and 1 hotel stay and this was offered over three weeks or so trying to get a resolution. They are rude and not willing to work with us. They don't seem to care we were put in a dangerous situation and they won't work with us at all.

I called May 21 and was told that it took 5 days for it to be dispatched it was sent out on May 16, 2011. And now I have been on the phone all day with them and the person in Norfolk said that the driver was not answering her message and that the boxes should be there when she can get a hold of the driver. And if he got them to the warehouse today that she could get them too us on Monday the 30th and if the driver brings them Saturday tomorrow them it will be next Friday June 3rd. What happened to 7 to 11 days, my parents are 74 and 83 years old my bedrooms our upstairs.

They can't do stairs so my mom sleeps on love seat and my dad sleeps on couch, we are a rural area and no motels here, I get nowhere with U-Haul. I was told when the boxes get there that they give me access to get what we need out of them it’s a good 45 miles from here and I’ve paid them over $ 4000.00 to bring them here and now they telling it's going to be when they ship them here it’s been 16 days what happened to 7 to 11 days.

You can be sure I will not recommend u haul to anyone I know or will ever meet.

I have witnesses and I have a bookshelf that I won't use due to its appearance. U-Haul through its insurance agent denied the claim not based on evidence but because they will suffer no consequence by doing so. If there was no water damage then I am guilt of insurance fraud by filing a claim. If there was water damage then they should offer some reimbursement. How many times have we seen this insurance scam? U-Haul is responsible for the actions of its agents. So long as there is a choice I will not choose U-Haul again and will urge others to look elsewhere.

Today, we needed a smaller truck, 14', to haul a few more items. They now want to charge us $293--MORE than the 27' truck which is nearly twice as big! They refused to lower it other than 10%, which still put this way too high. They stated that rates change daily. Give me a break. We just turned the 27' truck in two days ago, and the rates have changed that much? U-haul is a huge ripoff and we are faced with making multiple trips to get our stuff out of the house on our own.

There was a small tear on the side of the truck which had been taped over and they said that I did it when I bumped the sign. I told them they were full of *** and said how did the tape get on the tear. They had no answer but swore that I did it. I told them that any idiot could see that the damage was done previous to me having been taped up already.

Then I moved my stuff out of the third storage area on the 12 of November one day later than the lease. I asked them if I could pay for the one extra day and they said no I had to pay for the full month. I told them that I would be late on paying for the other two storage lockers and their response was you will be locked out until you pay. I will never use this company again for anything and I will destroy something off at that location to make up for them ripping me off.

We brought it to the attention of the manager. When I received my charge card bill, I was charged 3 times for rental, including a ticket that the van got for being parked on the street in front of the rental agency at 10pm. The van was returned at 4 PM it took many phone calls before this was cleared up. I am still waiting for the larger amount to be taken off my charge card bill. Does U haul think because I am a senior that I would not notice these charges, I wonder how many other people they do this to.

A few days later, I looked at my VISA statement and saw U-Haul charged $500 for the rental. So, I called corporate to understand what the additional charges were. It turns out U-Haul does not offer an 80 km. max and I was charged for all the km I drove in the truck. But wait, that’s not all. Apparently, I rented the truck on and returned the truck on the small line below, so I also endured a charge for $80 in additional fuel charges. I have called and filed a complaint with corporate. I have spoken to about 6 different people at U-Haul. None of them were willing to do anything about the misunderstanding or even willing to acknowledge the fact that one of their employees told a complete and utter lie to a customer.

I spoke to someone named Paul **, who apparently works for customer service. But he was the rudest person I have ever spoken to on a phone before. In fact, he yelled at me several times. He seemed to quote the fact U-Haul has a legally binding contract several times. But he failed to mention that lying and tricking customers into signing a different contract are against the law. Not one person at U-Haul was willing to put me in contact with someone with more authority than a customer service representative (i.e., a director, VP, CEO, etc).

I am a graduate student who has rented a truck from Budget every year. I have been in school (the exact same drive, door to door) and never paid even close to $500. Last year for the exact same drive with Budget truck, it only cost me $80. Thank you for treating me like a total piece of dirt U-Haul (especially Paul **). I will never let this go and will do everything possible to ensure that everyone at my university, friends, and family never give your company a penny again. You lied and cheated me into a contract that was not agreed at time of rental. I don’t understand how a company as big as U-Haul can take total advantage of a student who can’t even afford a $500 bill. It looks like I won’t be getting my education after all. All my tuition money ended up at U-Haul this year.

Monday came and I went to the office and they gave me a key. It didn't work. I called the locksmith who couldn't come until later that evening so once again, I called the office and asked, are you sure I'm only being charged $19.95 a day? I can't look at my contract so please make sure if I'm going to keep the truck another night. Again, I was reassured that yes, it was only $19.95, even being told "look at the advertising! “ I finally got the key out of the cab but by this time, my husband was called out of town so I didn't have anyone to help me move the furniture out of the truck, so, thinking it would be cheaper to keep it yet another day instead of paying a mover, I called once again to clarify since I saw the insurance charge at this point on the contract. I was told that since I wasn't driving it, I was only being charged $19.95 like I was previously told.

Long story short, by the time I turned the U-Haul in, the charges totaled $600! I asked the manager if I could talk to his boss and he said no, all I could do was call corporate. I asked him if he trained his staff correctly to look at the contract or to make sure the insurance was clearly stated as a daily charge and he implied that he didn't believe my story; he didn't even believe that I had come and gotten the key that didn't work. After calling corporate and waiting through long phone queues. I finally got my complaint through and they told me I would get a resolution within 24 hours and to put him on the phone so I wouldn't have to pay in the meantime. They got on the phone and when they hung up, he implied that I hadn't really been talking to corporate and that if I didn't sign, he would turn me into collections.

I signed and said I would see this through until the end. I am a small business owner and want my customers to be happy and all I wanted was an apology and perhaps a partial refund for the insurance charges I was repeatedly told I was not being charged daily for. I finally got his president's name, Dean **, and called him. Mr. Dean also implied I was lying, told me he didn't care if I was a returning customer and spoke to me as if I was a petulant child. He interrupted me and literally lectured me about how wrong I was to complain and how even if this was a training issue, he was not at fault and I was at fault for calling him.

He obviously does not like his customers or care what they have to say. I called back corporate and the woman on the phone listened carefully and told me that unfortunately, since I had paid, the case had been closed but that I could reopen it. I realize I should have more carefully understood what I was signing for but it was implied it was a one-time charge and when you call three different times and are told you are only being charged the magic number of "$19.95" that they scream in their advertising, it's understandable that one might be confused. The advertising is misleading, and U-Haul obviously does not care about making sure their customers are happy. Or even hearing what they have to say (Mr. Dean that is; again, the woman on the phone was very nice. I just don't think she's going to be able to do much.). U-Haul wants your money, not your repeat business. It's too bad there isn't much competition out there. That's probably why they can be such **.

I took them to court and lost. It is not fair that those who hold debit cards are not protected. I refuse to allow this and I am going to challenge this matter in federal court. It is like a thief stealing from your account, however, it is legal.

I reminded her that I had made a reservation and that the reservation was "guaranteed." Her response was "the trucks are guaranteed only if the trucks are available.' I had no response, as this clearly makes no sense. U-Haul is the worst, and I feel bad for everyone that works at the local offices, because they are for the most part really nice people who work for a terribly-run company.

The time, fuel, and aggravation from a company that lives, and breathes by good customer service. Also, the fact that my food that had been thawed for the grill, could no longer be grilled. I hope Jim ** ate well tonight.

When I returned the van, I had only gone 12 miles. I was charged $19.95 rental rate, $1.96 tax,$.59 per mile X 12 miles ($7.08), $1.00 environmental fee, and $35.81 refueling fee! Total: $65.80. I was given a written contract after everything had been agreed to verbally and by signing the little screen. I was told it was just everything we had just covered. It had lots of tiny writing highlighted in yellow, however, I could not read it until I retrieved my reading glasses from the other vehicle.

Normally I would agree, but U-Haul hooked up the trailer and I drove it from their location to my home. The trailer was never removed from the truck so I had no reason to check the connection that the U-Haul represenative hooked up. Of course U-Haul will not take responsibility as they state that "how do we know the trailer wasn't removed" or "the dent wasn't already in the truck". My question is what would have happened if that trailer fell off during the trip from U-Haul to my home when I was traveling down the highway at 55 mph? Would U-Haul then take responsibility? As it is, I am now waiting for my friend to supply me with an estimate that I will have to pay for the damages when clearly it wasn't my fault. I will be moving this weekend and will not be using U-Haul for this move or ever again. Be aware that if you ever rent a trailer from U-Haul to check all connections yourself and do not rely on the so-called "capabilities" of a U-Haul representative to do it right.

On August 6, 2010, I went to the location to pick up the truck. At first the woman told us she did not have our reservation and also told us she did not have a truck. I called U-Haul and while I was on the phone with them, she was able to find our reservation. Now, typically, a U-Haul reservation gives you a truck for 24-hours. We were picking up our truck at 5 pm and she told us it had to be back by 8 am because it was going to Tampa. Since we only needed it a few hours we agreed that this would be fine. I informed her that I wanted to pay cash for the truck and she said that it would require a $100 deposit. I gave her the $100 cash. She told me she needed my ID and credit card used to reserve the truck to complete my reservation. I told her I did not want any charges placed on the card and she said she only needed it to confirm the reservation. She gave us our rental contract but was unable to provide a receipt for the cash because "her printer was broken."

The following morning I returned the truck. Due to the amount of mileage driven, my total for the rental was $104.68. I paid her the remainder ($4.68) in cash. Again, she said she was unable to provide a receipt due to the broken printer, but after I insisted of getting a receipt of some kind, she said she could email me one, which I agreed. First, I never received an email receipt, but I didn't really think much of it. The problem started about a week later when I noticed a $75 charge on my bank account via my debit card from U-Haul. This charge cost me 5 overdraft fees at $35 each. I called U-Haul customer service. According to their records, I paid $75 via card and $29.86 cash. I tried explaining to them that I paid the entire amount in cash, but they would not listen because the records were showing something different. I then spoke with an area supervisor of some sort who called me back about a week later. He told me he would refund me the $75, but he wasn't authorized to credit me anything for my overdraft fees.

I then called Customer Service back. I spoke with 2 representatives and then a supervisor. The supervisor told me there shouldn't be a problem getting my fees back and referred me to an "Executive Vice President" in my local area. I called the EVP and after telling my story to her secretary, I was placed on "hold" which turned out to be speaker phone while the secretary told the story to her boss who complained about me getting my $75 back because "now they aren't making any money off me and I'm just trying to screw them over and that I could forget getting anything out of them for my overdraft fees because they aren't about to lose any money off me." When she finally came on the line to speak with me, she told me she was going to revoke my $75 refund as it clearly showed in their records I paid $75 with my card and that there was nothing else they could do. It is clearly my word against theirs, but I really did pay the entire balance in cash as I knew there wasn't enough money in my account to cover the rental. I tried calling U-Haul customer service again and asked to speak with a different supervisor than the EVP I spoke with, but the only person that called me back was the same person, who again would not help me.

This truck rental, instead of costing me $105 has cost me $105 in cash, $75 on my debit card, and $175 in overdraft fees. Even my bank won't help because they say it's not fraud as my card was swiped by the merchant.

My husband noticed on our bank statement that they took another $91.00 out of our account for going over the mileage limit. He went by the store and the lady, rude again, said we only got the 250 miles. My husband showed her on the contract that it was 500 miles. Then she said it was the computer and she could not refund it because she did not have the card, which my husband promptly gave to her.

Bottom line: check your bank statement after you use U-HAUL. It was a hassle and strain to the budget. When you are taking 2 children to college and the financial impact of that alone is costly and then to have an unnecessary expense added for no reason is unacceptable customer service.

The trip from Pocatello, Idaho to Las Vegas, Nevada went splendidly until it came time to refill the tank. A review of any third grade mathematics text would show that three-quarters of 60 is 45 (0.7 x 60 gallons maximum fill = 45 gallons). When I arrived in Vegas, the fuel gauge needle was deep into the red on the E mark. Excellent, I thought, as I put in 45 gallons, thinking that the trip had gone so well that I could afford to give them a gallon or two extra if that is what was represented by the half of a red mark on the fuel gauge. Wouldn't you know it, before I got to 45 gallons, the tank was full. Translated: I just bought these jerks 15 gallons, or $45 worth of fuel.

I brought this up at the U-Haul in Las Vegas, and was informed that my only recourse was to go to Uhaul.com and run the customer service gauntlet, after which my request for a refund of fuel funds would be refused, as the swindlers never give refunds for fuel. I was then given another shovel full of customer service by the clerk: the offer of a $25 gift certificate towards my next U-Haul rental to make things good between us. I again dragged out the third grade math and informed the clerk that the $25 token did not equate the $45 loss that U-Haul caused. She said that was all they could do, refused to give the numbers for a district manager or any higher-ups, just like any customer service sequence of events that you might run into (I've worked a teleservicing job for DirecTV satellite television before; they use the same methods to ** their customers).

Long story short: If you're forced to use U-Haul, refuse the truck if the fuel tank isn't absolutely full. This company has no qualms about stealing from you, without either the use of lubricant or the courtesy of a reach-around. Incidentally, I refused the $25 rental certificate. Not only would it represent my giving in to this devil, but it would require me to return to U-Haul to use the offer. The only way I will return to U-Haul at this point is in a rented Ryder truck full of diesel and fertilizer.

We did fill the truck up to the same point, we have a receipt from hess showing that we bought gas, ten minutes before dropping it off. The person on the phone was becoming rude and telling us we were trying to rip them off. They are taking advantage of the fact they can charge your credit card and you have to go through days and days of making phone calls trying to resolve it. U-haul is not a good place to do business. They took $54.00 from our credit card without having a valid reason for taking it. Other than bad business practices.

I went to the office to rent the truck. After I waited a long time, I got the truck at 2:30 on Friday. They gave me the truck until 10:30 next day. The people in this place don't have manners and skills to deal with customers. They are rude and they lack courtesy. I went back to ask if I can keep the truck longer because I couldn't finish my job, they were rude and I lost the little time that I have left going to ask again to the office, because they are rude on the phone to know that I have to return the truck at that moment. I had to run to put the gas and clean the truck. I paid this money and I couldn't finish my job. I was treated bad.

I wish you can have nice people trained to provide right information and in a nice way. My experience with U-Haul at this address was really bad. I don't like how they made me feel. It was just the money, not my satisfaction that matters to them. I couldn't finish my job. I have to rent a truck again to complete my job. If I had the right information I could rent a big truck. I had to return the truck, waste my time and my money to try to not be overcharged. I can not complain because I couldn't find my account number in the computer. I think they did something so that I won't complain.

However, when I returned with the contract, the manager told one of his associates to pull me up in the system and print me a receipt and I didn’t have to show the contract. The receipt was for $46.19 more for gas and showed gas below half full from reading of the dash. The slip, they gave me show it was half full when I first check the truck in . the slip I have from pick up show it around half full.

After contacting corporate, they stated this vehicle was listed as a "Mechanic Special" which it wasn't and was even on the lawn in front of the property as one of the better trucks for sale. U-haul has not returned any calls, and this should qualify under the Lemon Law with less than 30 days and 100 miles of driving. U-haul stated it was an "as is" purchase which I can accept if the salesman (Dave) didn't talk me into purchasing this particular vehicle (supposedly the best on the lot) when the vehicle I initially intended to purchase wasn't on the lot, per saved emails from corporate.

This has caused our business economic stress, because we purchased this vehicle to eliminate rentals and additional cost associated to renting trucks. We have since been stuck with a $2000 truck with a "dead engine," occupying space in our lot. The truck needs a new engine installed or needs to be replaced, and U-haul won't accept any responsibility.

I received a response from the Richmond regional office stating that they guarantee my equipment will be ready for me and that they would even lower my rental price to beat their competition. Unfortunately when moving day came, U-haul sent me 3 different text messages (which I saved) stating that my equipment was at 3 different locations, none of which were where I selected to pick it up. When I called each of these places, none of them had my equipment either! I called the regional office to see what was going on and where my equipment was and they said the closest truck they could find was over an hour away.

I explained to them that we had already moved and that my husband was driving back from out-of-state to move our belongings. Movers were scheduled to be at our house at 5pm and that he did not have time to drive over an hour away in holiday traffic to pick up the truck. Could they please transport the truck to Richmond? They refused. I asked to speak with management (Chris) and he said there was nothing they could do and that Amy was out of town. I asked to speak with her boss and he claimed to not know who her boss was.

I asked for the name and number of someone higher up and he refused to give it to me. He did however, tell me that for the inconvenience U-haul would not charge me for the extra miles I was putting on the truck to drive it from the pick up store to Richmond where it should have been in the first place! I asked them to pay for the time movers were sitting around waiting for my husband to get back with the truck, U-haul refused. I was at one point told by a manager at their Portsmouth office, "What do you want me to do? The best thing for you to do is just go and pick up the truck; otherwise, you won't have any way to move."

Since moving day (July 2nd, 2010), I have been waiting for someone from U-haul to return my calls. I have heard nothing. When I call, I am told that everyone I ask for is on vacation. This was just the largest problem of my U-haul experience. We also spent a fortune on gas for the truck as it only got approx. 2 miles to the gallon; we didn't even receive the discount that we were promised in writing to beat their competitors rates! My movers (recommended by the U-haul website) ended up working until after 1am and were so tired that they got sloppy with packing our furniture into the truck and several expensive pieces of furniture were damaged and some were completely broken altogether.

The district manager (Chino **) said he would fix the problem and I owed U-Haul nothing and that for the inconvenience, I would receive the next month free. I went to my storage unit on June 22 to find that my locks had been cut off my unit and replaced with a different one. I went in to talk with Mr. Chino, and he issued me the key's to the new lock and informed me that what he promised me could not take place and that I now needed to pay $86.00 for my unit.

I now have been locked out of my storage, only after 3 hours of me talking with him, and I am now being charged an additional $50.00 for a lien processing fee. And there's the threat of them selling my belongings. U-haul doesn't take any type of responsibility for the wrong they do to consumers. They're just there to trick you out of money. I will never do business with them again.

I drove to the other location (with the trailer), only to be told the contract had not been transferred. As they went to enter it new, they quoted a rate that was 50% higher than the other location. Finally, I was able to get them to at least honor the contract of the first location (even though it was 2x higher than the phone quote). I had spent nearly 2 hours to this point.

I felt certain I could clear the matter with customer service that night. I spent 15 minutes trying to explain why I had a trailer from lot "A" and a contract from lot "B." I was put on hold for over an hour. At the hour mark, I called U-Haul from my cell phone and was through to a live person in a minute. I let the rep hear the waiting music on the other line to confirm the first agent had totally neglected the call.

In the end, I received absolutely no consideration for my time and effort. I ultimately dropped the trailer at my local tool rental company, which also handles U-Haul. (it is not a company store.) They were as accommodating as they could be, but ultimately, the total rental cost me 2x as much as I intended and nearly 4 hours wasted with U-Haul.

I talked to a customer service rep with BoA on May 15, 2010 and he said that they could not allow me to dispute the entire bill of $988.85 because the U-Haul company asked my son if he wanted another truck and he said it would be impossible to reload my belongings as it would take 3 men 2 days. U-Haul would not provide any workers to help us.

Then he said that its U-hauls policy not to rent just blankets. He was so rude to me on the phone, I have rented blankets in the past numerous times from U-haul, so I knew he was lying to me and my wife. He obviously wanted more money from us. So I called Ft, Myers U-Haul on Cleveland Ave. and they rented me 10 dozen blankets. This guy, Rich, has no customer service at all, and he's bringing the name of U-Haul down. He would not listen to what I had to say and didn't care if he made a sale at all, except if you rented a truck and trailer. This guy should be contacted and read the U-haul policy.

I'm told just bring the truck back with the same amount of gas. Never once did anyone come out and look what it had. So I told them what it had and brought it back with the right amount. Bottom line, this place service sucked and I hope no one else ever has to experience what I dealt with all because I was in a pinch and just stopped at the place that was open. How about $261.00 charged to my account and when I call about the charges I get the run around and then finally after which I get the all famous 1800 wrong number? The fine young woman who sounded half-dead gave me that other number.

I called the head office in Phoenix and they said this guy Jake is in charge and how Jake runs it is not their concern. So to sum it up, they have no compassion for a poor man, they hang up at will, and they refuse to deal with rude staff. They are just one nasty, mean spirited organization. Why do people continue to use them when you can rent from so many others and the vehicles are not falling apart? It is too bad because the founder of U-Haul would never have tolerated what this company has become. So guys, if you have a problem in Canada, don't waste your time with Donna ***, the other woman's name I am not sure of, and the mythical Jake. I have had bad business with them and when I went in looking for some compassion, I got nothing but rudeness, ignorance and hanging up.

Then we returned the truck a day early and explained everything to them and took pictures of all the leakage and they eventually reimbursed me. Then I get a phone call a week later accusing me of still having the truck? Then they called me again and added a charge of $180 for returning it to the wrong location? Finally 2 weeks ago by of me arguing with them and they said, "Oops, we made a mistake and we will have this corrected for you immediately".

Today, I get an aggressive phone call from a collections agency placed by U-Haul stating that I have been irresponsible and not paid the outstanding amount of $187.45 and if I do not pay immediately then I will be sent to the credit bureau in 24 hours. So I call U-Haul...get hung up on 7 times. Ugh! This is ridiculous and I'm still attempting to resolve this. I have no conclusion to this matter yet, I rented the U-haul a month ago and it has been a nightmare ever since. I will never deal with this company ever ever ever again. U-Haul...you are a bunch of incompetent idiots and I have no idea how you are still in business. My credit could be possibly affected which may result in less desirable results when I plan to purchase my first home next year.

So they gave my father the customer service number to call. So he called and they are doing nothing to back. They’re saying "customer satisfaction guaranteed". My father asked to speak with a supervisor so he got put through to a lady named Lindsay. She swore at him when he asked to speak with her boss because she was doing nothing but tell him that someone else needed it, when we had one booked 3 weeks before these other people, and then she hung up.

They shouldn't give you a confirmation for something they cannot guarantee you! They are nothing but crooked and they shouldn't be able to have a license to sell their services.

On the second day 3 men came, none spoke English and I had to keep communicating with Jesus by phone. When they finished packing the house, they immediately started packing the truck as was the agreement. When I got to Beaumont, Texas, I found a real mess in the truck as they did not pack as I requested, so I could unload what I need in my new home and what needed to storage for later.

A large valuable lamp not paced properly, broke in many pieces. An oil painting of my son, painted by my 70 year old father, has a large scratch down the entire cheek of this large painting. One box, I found all my jewelry and my colognes emptied into a box with nothing wrapped and I had to go through very carefully, due to broken bottles of cologne. I am still going daily to the storage to locate very valuable porcelain dolls from Japan that I have had more than 30 years. A full set of milkware dishes were broken. I also had a 4100 PRODSL that did not make it to the packing at all.

It cost me 100 dollars and I paid $59.00 a month for this. I need a response from their customer service people and expect some of this to be taken care of. The move cost me $1,055.

I was taking my granddaughter home from college and would not fill the 5x8 up. At the time I had no choice as there was no other dealer open in the area and I had to get to Niagara University the next day which meant that I had to leave the Albany, NY area by 5:30 AM in order to make it. I did not want to pay the extra fee for dropping the trailer off so a one-way rental was out of the picture. Because of the size of the trailer, I had to but the apartment-size refrigerator in my car as it would have bounced around and I did not want it to be broken.

At 2:27 am on February 5 on I-16, I called the "Breakdown/Accident Hotline," because the truck's headlights were dimming and the battery indicator light was on. I spoke to an agent, "Georgia," who informed me that once I reached my destination, U-Haul would send a mechanic. I did not reach my destination. While on GA Hwy-96 in Twiggs Co., the truck completely shut down. I was not able to re-start it.

At 2:47 am on February 5, I called the Hotline again to let them know I had a break-down. "Georgia" informed me that she was sending a wrecker service which would arrive within 30 minutes. So I waited with my family (pregnant wife and a 2-year-old) in 48 degree rain weather on a dark 2-lane road. 2 hours passed. I called again to speak with a manager, "Mary Ellen," who informed me they were sending a different service as the other service was too far away.

Another hour passed. I called Mary Ellen again and told her U-Haul should use Warner Robins Towing--they are local. I made a conference call between my self, Mary Ellen, and WR Towing. WR Towing wanted me to pay $250 for the service. Mary Ellen then told WR Towing to bill U-Haul. The clerk wouldn't agree. U-Haul then looked for another company.

They found "Alan's Towing" who apparently contracted with WR Towing, who finally showed up at 9:14 am. The truck had to be towed to my home. As it was placed in the driveway, my lawn, my neighbor's lawn, and the driveway pavement were damaged. As a resolution to my complaint, U-Haul offered me $78 & a $20 coupon. I have video footage, all receipts and documentation. So yes, please have an attorney contact me.

Then I drove to Philadelphia to pick up my sofa. When I got ready to load my stuff, I found out I could not start the engine. I tried several times but I still could not start it. Then I called the Hotline to report the breakdown. A rep gave me a reference number (1071328) and told me that someone will contact me within half an hour (actually during the more than 6 hours, nobody from U-Haul called me). She also gave me the U-Haul repair center number. Then I started my more than six hours of waiting.

I called many times during the six hours. I was either told "We are working on it", "This is what I was told to do" or "Someone will be there shortly." Finally after 5:00 pm, a tow truck from another company showed up. They tried to jump start the car but could not since the problem was not the battery (I told U-Haul on the phone that the truck had battery). Then they towed me to a nearby Philadelphia location (U-haul Center of Roosevelt Blvd, Roosevelt Blvd, Philadelphia, PA 19152,).

This U-haul center is only five minutes away from where I was. When I was in your Philadelphia Center, I was told that I have to pay and return the truck to Philadelphia Center if I want to get another truck. When I asked him why, the rep just simply told me that "I was told to do so." I had no other choices. I rented the truck from Philadelphia Center (Document # 00208012, 812074, DC 7298A), finally picked up my sofa. Then I have to drive the truck back to Philadelphia Center to return it.

After returning the truck, I could not go home since my car was parked at Horsham Center. I had to take a taxi to get to Horsham location to pick up my car. When I finally got home, it was past 9:00 pm. February 1st 2003 was Chinese New Year. I was supposed to go to a party. Now all my plans have been messed up. Next day, I have to go to Horsham Center to pick up my car registration. I have written to U-Haul about this, but of course nobody will reply. So never ever use U-Haul again.

When we rented the cargo van from a lady named Rhonda in the Canton, Tx. office, she wanted us to purchase extra insurance from them to cover and I quote that this insurance will cover everything except acts of God. Well, after filing the police report, we then called U-Haul to advise them and to file a claim for the loss of our belongings; they gave me a number to their insurance carrier, Republic Western. In one short conversation, they said that they don't cover theft. I then proceeded to tell him what Rhonda had told me from where we rented the U-haul from at which time he hung up on me. With the receipt in hand that clearly states that it covers loss of cargo, I sent an email to the U-Haul website and told this story.

After calling their number and telling the story yet again to four other people that I kept getting passed around to, it was revealed to me that U-Haul owns Republic Western Insurance Company, so it is looking like a total scam that they are running with no intentions of paying any claims even though the additional insurance they sell is what we bought. I'm thinking that this is not a local or Texas scam they are running but yet a system-wide one that needs to be exposed to the entire public.

As if losing everything we owned isn't enough, they tapped our debit card for the entire week that we had planned on using their equipment rather than the two days that we had it. I have no basis other than a gut feeling that there may be some sort of internal connections to some of the thefts that are occurring. I know not all of them are because we know there are a lot of thieves out there but I feel that a considerable amount of deception is waiting to be revealed.

We totally lost everything we own including our vehicle. All we have left are two changes of clothes. We have since gone ahead and moved to Las Vegas to try and start over as my wife and I are both disabled and were needing to get to a drier climate for my wife's asthma as well as my Parkinson's. We hope to hear from you soon and thank you for your help.

10/9/09. I rented a car hauler trailer from U-Haul South Salem Location. The attendant hooked up the trailer to my truck and made no mention of a bent tongue. I loaded a small Subaru car on the trailer which was far under the trailer's load limit. I have pulled trailers for over 30 years.

10/12/09. I dropped the trailer off at Wendell's U-Haul and was told I had bent the tongue. I showed the attendant that my truck was not damaged (due to a jack knife) and that I had not even backed up while hauling it. The attendant explained the heavy square tube material bent easily and I would be paying for the damage. The damage to the tongue was minor, which is why I did not see it (in South Salem) and the bill was $452.00.

10/12/09. I stopped payment on Wendell's U-Haul’s $452.00 charge through my credit card company. I initiated a dispute resolution through my credit card company. The credit card company gave U-Haul 45 days to re-submit their charge through the dispute process. Ultimately, U-Haul refused to resubmit their charge in that time period.

November to December 2009. Multiple contacts were made with U-Haul in an attempt to get an itemized breakdown as to why the damage bill was so exorbitant. They refused to provide that itemized bill or tell me the shop that fixed it.

12/31/09. U-Haul has now sent a private bill collector against me.

1/10/10. I have initiated payment to the private bill collector to avoid future harassment, and hopefully, protect my credit rating (which is over 800). I feel as if I am being blackmailed to pay an exorbitant bill (which I cannot verify) for existing damage to a trailer (which I did not cause). If I had not paid their unjustified bill, U-Haul will cause further damage to my credit rating. $452 where taken from me for damage I did not cause.

I went into the office to discuss the issue with her and advised her that I had men on standby and time was crucial for me. I also had a landlord pressuring me to remove my things so that he could prepare the place for the next tenant. I asked for a discount on the truck due to the inconvenience, and she exploded. Her comments were (in a very loud and disrespectful manner), "It is not my fault that the customer did not bring the truck back on time! Why should I give you a discount? I can't make anyone bring the trucks back! I have a concert to attend and I paid $100 for the tickets. I will make it to my concert whether or not the truck is back!"

I asked for my $100 deposit and advised that I can just take my business somewhere else as I saw that I was dealing with an uneducated and unprofessional individual. She picked up the phone and said, "Wait, let me call a couple of my other locations and see if they have anything." She got on her cell phone and made a personal call to someone while she was on hold with U-Haul on her business phone. She complained to whomever she was talking to on her cell phone about how customers blame her for things that she has no control over and then ask for a discount. She spoke as if I was not standing there.

Around 6:35, the U-Haul truck finally showed up and I went ahead & got it for the sake of time. We left with the truck at 7/8 units of gas. The truck was swept, filled back up with gas, and parked at the U-Haul location at 3:00 am the following morning. I went by to see her at 9:15 to pick up my balance from my deposit. The office was closed and she was nowhere in sight. I stopped back by around 11:30 and she was in the office with a couple of customers.

Immediately, I walked in the door, she started yelling at me stating that the truck was not cleaned, the gas was not put back in the truck, and the 9:00 customer had to take 30 minutes preparing the truck for their move. That cannot be true, because when I arrived at her office shortly after 9:00 am on Saturday, 8/1/09, no one was there! She stated that I owed U-Haul International $91.00. We argued quite loudly in front of her other customers.

She stated, "I have to finish with these people, I'll be with you in a minute." I obviously at that point did not want to deal with her. I left and contacted her boss at U-Haul corporate the following Monday, 8/3/09, and advised of the circumstances. He apologized and looked at the account history and stated that Jennifer had closed everything out so he was unable to make adjustments on the account. He showed a balance of $44.01 and we agreed that I would drop off a check at Jennifer's office in that amount, call him back and he would go in and discount the truck rental rate, remove the cleaning fees, etc.

I was going to make the payment on Friday, 8/21/09, and on Wednesday, August 19, 2009, I received a call from a Ms. ** of Focus Receivables Management Co., 866-664-2513. I advised the representative that I would have to give her a call back because I was at work. I called this collection agency the following day and was advised Ms. ** was not available. The representative tried to pull the account information and there was no information in the database. He thought that it was strange that I got a call from their office yesterday and he could not access the account information. He suggested that I wait on another call from Ms. ** and she can discuss the balance and any payment arrangements. The debt of $44.01 is less than 30 days old and the U-Haul Corporation (Jennifer) has turned it over to a collection agency?

I would like a complete investigation of the U--Haul Corporation in Marietta, GA and their mishandling of this issue as well as the manager's conduct and lack of professionalism and unethical practices being used.

I pulled a trailer anyway without working lights as I intended to bring the vehicle back to the U-Haul center when I get to TX. Upon bringing the van to another U-Haul center and explaining that the lights weren't working, they hooked a new harness on and had the same result. They told me that it was a problem with my vehicle. So, I again pulled a loaded trailer without working lights (I have a wife and 2 children that were under 4). In May 2009, I brought the van to a Kia dealership to have it looked at. They discovered that the Kia wire harness was spliced into the left rear lights causing a computer module to go out. So, I had the new computer module and a Kia harness put on for $937.21. After all of this, I filled out a complaint form on the U-Haul website and shortly after, a representative called me and said that the claim was filed with Republic Western Insurance Company (RWIC).

Several days went by and I still hadn't heard from RWIC, so I called and spoke to Kathy **. She asked me to fax all of the receipts from the work at Kia. Again, several days turned in to several weeks and after calling her again, she said that the claim was denied due to the length of time that had elapsed since the original work. I explained to her that I had only pulled a trailer twice. She said they would review it again. Finally on July 27, 2009, I spoke to Kathy's supervisor, Kelly, who said again that the claim was denied due to Kia not specifying what caused the damage. Here is exactly what Kia wrote on the invoice: Found U-Haul aftermarket hitch and wire harness damaged non-serviceable relay inside rear access module.

Now in talking with Kelly, she said I could have the dealer explain in writing that was what caused my electrical problem. I explained to her that it is clear there already as there is no comma or period after the word "damaged" in that sentence and therefore you'd have to read the sentence completely to see that it was the harness that caused the problem. No luck. She told me that U-Haul was sticking to their decision and that if I didn't agree, I could take U-Haul to small claims court.

I ran into very poor customer service. They answered my call only to quickly put it on hold. I received absolutely no greeting. That happened 4 times before someone finally answered the call only to quickly rush through an introduction to put me on hold again. It took me 6 times before I finally got through to someone who didn't appear to be rude or inexperienced with customer service. I got my rental set up and I was to pick it up in Baytown at noon on Saturday.

On Saturday, at 11:30, I showed up because I was going to wait for the 19'/16' truck that I reserved, only to have the service guy tell me that it would not be there until 4pm, four hours after I needed it. I had plans and things lined up that had to be cancelled because the U-Haul wasn't there when I expected and depended on it to be. The regional office was able to get me a bigger truck (26') and I had to drive to Pasadena to get it. I am not happy about that. I was told that this weekend was a busy month and for some reason U-Haul didn't have much available.

I drove to Pasadena and they told me that they had problems with the truck, but those problems should have been repaired. I told them that I didn't need the rental but one day, and the Baytown location was open on Sunday. They were not open on Sunday but said that they would meet us up there so we could drop the truck off and exchange vehicles. They never showed. We waited. We couldn't leave the rental because they had our vehicle locked in their gate.

In addition, 3 hours after picking up the rental, we received 2 voice mails from other U-Haul people stating that our reservation was ready and they had plenty of rentals for us to choose from. The ramp comes completely out of the truck because the stoppers were incorrectly installed and did not keep the ramp from coming off, so we had to struggle with the equipment for 3 hours to get it back in the truck. Not only did I receive poor customer service, I was forced to keep the bigger U-Haul and extra day, it malfunctioned, and I was charged $50 (for no show on the reservation) plus a $20 NSF fee.

We were never given any proof of our original truck being over weight and until this day, we still don't have proof. Also, that truck was supposed to fit a 4-bedroom house, yet we didn't even get a 3-bedroom house in it! We had to have a 12 foot trailer, 2 pickup trucks and still left a horse trailer full of plastic bins in Oklahoma! So, I still do not believe the truck was overweight.

Regardless of the weight issue, both trucks were mechanically unsound, ate gas like sumo wrestlers eat food and were so hard to handle especially when the big one died on the highway! U-Haul will not acknowledge any mechanical or safety issues with the trucks! They swear the truck is mechanically sound even though that's what they told us when we picked it up. Yet, it had crushed air intake hoses that could have caused the engine to explode.

Every day, they call wanting to give us $580; and we keep saying no way on earth is that even acceptable! We lost almost $3,000 just in food and candy product and chocolate that were in our two freezers! Today, they called and stated they will refund $580 as final payment. We said feel free, but this is in no way final. We are not signing or agreeing to anything final for $580! The fight goes on.

Feel free to print or use our story and I do not recommend anyone to use U-Haul because their equipment is not safe and their customer service reps continually lied to us.

We called the insurance company to get it taken care of only to find out that the water didn't come from their walls and came under the door; hence, they refused to cover the damage. As far as what I see, one way or the other, U-Haul should be responsible if it came under the door as it would have been due to lack of proper seals. And what was the point in paying coverage up to $5,000 if they aren't going to do anything? I need to know what my next step should be to get this resolved as soon as possible. My kids' beds are ruined along with ours and other brand new furniture, not to mention irreplaceable pictures - and we aren't rich.

Kevin told me that if it were his wife to make the reservation, he would make sure that she could handle her business. I thought that the manager, Kevin, was extremely unprofessional, not to mention him being a racist against white people! He referred to you people two times and I was the only white guy in the store and each staff member was black. I was very nervous and, long story short left fast. I promise you that I will never use U-Haul again, and I have already informed all friends and family about my experience and how disappointed I was in the service that was provided to us.

The next day, I checked my American Express account online and the $973 had been charged to my account. I called American Express that day to dispute the charge. About 2 weeks later, I received an email from American Express that the charge had been removed from my account. On Feb. 9th, I received a letter from U-Haul's collection agency demanding payment. How should I proceed?