Consumer Complaints and Reviews
Overall horrible experience utilizing U-Hauls U-Box for my move from WI to CO. I heard it was an easy and well worth the costs to move this way. I was contracted for a guaranteed delivery date of the U-Box to my new home in CO on Sunday October 2nd, 2016. Guaranteed arrival date changed on the day/time of drop off of the U-Box in WI without warning prior. I then was told if they were to pick up the filled unit 3 days early they would ensure the delivery date would remain the same and not change.
Rushing to fill the unit within 24hrs for that new pick up time/date, after I called numerous times speaking with over a dozen associates/management throughout the week wasting hours being told the delivery date would remain the same, still the U-box was delivered after guarantee/contracted date. The U-Box was then delivered 2 days later. At one point they didn't even have my new address for delivery even after talking to multiple associates and in addition was even told they do not make deliveries on Sundays once I finally received the U-box, so why did the company contract a guaranteed Sunday delivery date?!
The massive issue was I arranged movers based on the initial booking of the U-Box and the guarantee arrival date which now I am out $$$ and NO assistance to empty the box into my 2nd floor unit. Never received the promised $50 late delivery date reimbursement either and probably won't as I had to file an additional costumer complaint.
The only employee that was great at the very end of this entire ordeal was the Manager ** at the U-Haul Moving & Storage at Buckley Rd. in CO. I am so very disappointed U-Haul with your overall services. Associates lied as well as management throughout this process which makes an awful customer service experience. This entire process left me feeling deceived, being lied to over and over again, to the point it brought me to tears multiple times. I will never use or recommend the company based on this horrible experience!
I was trying to get a 16" or 17" truck and I saw that their web page says "Lowest Price Guaranteed" and is not true because Budget had 20% off. So with U-Haul the truck will be $30 with environmental fee plus $0.99 per mile and with Budget $23.99 with $0.71 per mile. I think that is important for all business to have feedback from the customers because they are giving information in the web page that is not true. When I tried to contact customer service they told me, "we don't match prices and Budget charge another fees" (is not true neither) and the lady hang off the phone to me. I was not looking for a discount, I was trying to give feedback to them, so be careful when you want to rent a truck. You can find another companies with better prices and great service.
I booked 5' X 8' trailers 3 weeks Before the dated 23 /9/2016 for traveling to adjacent town event to Calgary, I was surprised 2 days before the pick up they eliminated my booking and give my trailer to someone else and no availability of it in all Calgary on 24/9/2016. I was treated with mental anguish and stressed because of: No trailer on 24/10 is available 5' X 8' trailers which can make me lose 1500$-2000$ sales in an event. Under stress - being a mobile food truck owner - I was offered a 6' X 12' trailer. It does not have a jack lever to help lift trailer tongue on the hitch back when loaded!!! It is very heavy to attach and need roadside assistance; U-Haul ask me 225 $ to send me a tow truck just to lift the tongue and the hitch ball on my vehicle. This trailer is supposed to cost me 19.95 $ a day; they took 60 $ on my debit visa card.
Upon dropping the trailer the following day on Barlow trail branch, all entrance and streets surrounding this U-Haul center were fully closed and blocked with U-Haul trucks on west, south and east sides, no way to enter or drop your trailer at location! I call emergency assistance; to drop it in another near location in Blackfoot trail SE, they refused or robbing me in more $$$ extra-charges!!! I informed them I have to drop the trailer on EAST side street beside another U-Haul truck and I did as I have to return it on same location NE. Dummy customer service wrote my name wrong on their database make it impossible to track my file for the refund of my money 39.95 $ left. Answer NO Money as OBJECTION! Providing the fact that I fired complaint to U-Haul 24/7 office assistance.
The trailer without lift jack stands against customer body safety as it can cause back injury. I reported a complaints to roads Canada transport asking them to send professional inspector(s) to U-Haul. It a process of money $$$ Robbery, abusing physically and mentally-emotionally me as U-Haul customer in just one day renting... extremely Bad Company and/or Branch. When I legally threat them by taking them to court sue legal action they change the story by saying "We will send your cheque in 3 weeks" and god knows WHAT THE HELL IS GOING ON. I REPORTED THIS MATTER TO THE CEO OF U-HAUL. HIS CELL PHONE: **. I am waiting for his correction response after we talked.
I went to the online site to "reserve" two 26 foot trucks on 8/18/2016 for a move on 10/7/2016. I received a confirmation number and thought I was all set for my move. On 10/5/2016 I received a call from U-Haul stating they did not have my truck at the location I had specified. If I wanted these two trucks I would have to drive 70 miles to pick up the truck. It turns out that you are not making a reservation but merely suggesting you would like to pick up a truck at the location on the specified date. DO NOT BE MISLEAD. You are not being guaranteed anything. SO if you need a firm truck on a firm date DO NOT USE U-HAUL. They are not dependable. To make matters even worse I tried to call the Stevenson location in Springfield IL and spent AN HOUR waiting to confirm my pickup time. This was one of the worst business experiences I have had in many years.
Damage was done to my vehicle from the rental company's mistake when a friend borrowed my vehicle. My friend filed the complaint about the damages done and let me know that the rental company would contact me which they did. I was given information to obtain a repair estimate and it would be fixed right away. I provided repair estimate within 1 week and was told U-Haul area manager would contact me which they never did and I also left messages with the area manager to please call me back. After a month asking what's going on I was forwarded to U-Haul's insurance company and I gave them everything they needed including the repair estimate and proof of ownership of vehicle and now still 5 months later my vehicle is still damaged.
Now I get my estimate reviewed and they revise it today saying they found cheaper parts. I'm sorry I don't want cheap parts on my vehicle when if it was damage I or anyone else cause to their equipment insure they are not going to let us go find cheaper parts to repair their equipment. My estimate was from a body shop that is reputable and has been in business for years. This experience I have had with U-Haul has made me choose to not rent or purchase anything from them. I thought maybe I would have my attorney get involved but I really would like to resolve this case without them.
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On 9/6/16 I called the #800 to reserve a truck for a moving date of 10/1/16. I spoke to a young woman who was very nice and professional, however to lack of U-Halls customer service training model, they do not inform the customer that when you call the #800 your call is then dispatched out to a store location. You have to then wait for the call center to inform the store in your area where you live to HOLD not actually RESERVE the truck for you! This could mean that the truck MIGHT or MIGHT NOT be available when you call to make your reservation.
So on 9/20/16 I called back to make sure my reservation was secure and all good and was told yes I was all set. Well that was a LIE! I then received a call on 9/29/16 at 7:15am from the store manager who made his disappointing calls to inform me that the truck I had reserved was no longer going to be available because it was deemed "Not customer ready". What! So then I was told that they have to take the truck to be repaired because apparently there was an accident in that truck & they can't send it out for the next customer to reserve and that someone would give me a call back when a truck is available.
I then get a call from another person who delivered more bad news and stated that they did have a truck but it was only a "20 ft" foot truck, I didn't ask for a "20 ft" truck, top of that they then stated that I would have to go another location to pick it up. Now how is that good customer service? What promise as their voice recording states. They make promises but does not keep them. If am moving at 10:00am why would I take a truck that is out of my way and then reschedule my help and truck for a later time. They told me they would have a truck at 4pm that day. U-Hall needs to retrain their staff on inventory and not tell customers that they will have a truck on the day they reserved. This can be very upsetting to the customer.
My son rented a Uhaul for me last month and we traded it out for bigger truck, that truck broke down on interstate 40 middle of the interstate truck went from 60-0 in less than 5 minutes no time to get onto shoulder. Police came and rescued me 15 minutes later kept 18 wheelers of me til tow truck came! Towed truck to garage and took me home, I was told I would be refunded for all the trouble and I wouldn't have to pay anymore after this point, all lies!!!
I had to wait the next day to find out the truck couldn't be fixed and had to be towed to my destination to be unloaded, and they gave me another truck whole day wasted. Was able to get another truck that night at 7 pm. Mind you trucks are normally turned in by the time you normally pick up. Our time was 10 am we got call after call to return the truck after we lost the whole day!! So they extended the time out and we finished moving. We returned the truck clean like asked but since they said I didn't have to pay for anything else we figured that was all, NOPE!! They charged us another 30.53 for gas because we didn't fill the truck up!!
After countless calls to the insurance provider because stuff was damaged in the move was told that has to be covered by homeowner's insurance, and was told we would get refund of all monies spent, that we still haven't seen!! This was the WORST moving experience EVER and I wouldn't use them again if they were the LAST moving company on the earth!!! They are nothing but liars and they don't refund as promised!!! And now when I call they put me on hold until that times out and the call ends. So needless to say they know who I am!! Just sorry company and they don't stand by their word!
From the very beginning of booking with U-haul we experienced problems. First the time the ubox would be delivered was not accurate. It arrived hours prior to the scheduled time and we had to rush away from previous commitments to be at home for the delivery as it is required. Following this, the ubox was picked up late, which in turn the box didn't make it onto the connecting mode of transportation. This resulted in U-haul changing the guarantee date of delivery to its destination without warning to us. This compounded problems for us as we had arranged flights for a family of 5 to Calgary from Toronto based on the initial booking of the box and the guarantee arrival of it.
In speaking to U haul we were assured it would be delivered on time. Later upon the 5 of us arriving in Calgary, we were informed (upon our call not theirs) that the box was in transit or was in the yard and hadn't been processed. They weren't sure where it was or when it would be delivered!! It was imperative that we get that box on the Monday as we were guaranteed by the original email on booking that it would be in Calgary Sunday. Long story short, it did not arrive and we had to incur expenses of a hotel and food that was not planned. We were to stay in my daughters place and obviously without any furniture etc that wouldn't be happening.
Finally later the following afternoon after we had placed several calls, the box was scheduled to arrive in 1/2 hour. Great!! No not great, they wanted us to hold a spot on the road for the truck and box for easier delivery for them and we waited on the side of the road for over two hours. Next it arrives only for us to find that it had been bolted shut! We didn't have any tools so now the process of getting some to get that darned box opened!! The delivery guy wanted to go ask our neighbours. We didn't know any of them and that wasn't our problem. Finally it is opened, we empty it and move my daughter into her new place. Kim from Calgary promised us a $150.00 credit for the delay. Fine. Later we found it had not been processed or the complaint of no return calls as promised, or the resolution for the additional expenses incurred etc.
When home we started calling u haul once again to be transferred off to several different departments/people. All of which nobody would assume the role to figure anything out but always say it wasn't their department. Especially of interest is the Ontario (Brampton) office kept saying it was the Calgary office department that had to look after this and Calgary would refer us to Ontario. So we started this process in July and here we are in September!! Still no resolution, no credit even on the guarantee delivery reimbursement! Nobody wants to take charge, nobody apparently is in charge.
Here are some of the names of people I spoke to: Kim (many times), Cassandra (at least 4 times), C-Ung (don't know how you spell it - thats how it is pronounced), Sherry, Jason, Francisco, Taylor, Diane, Johnny, Debra, Sherne... The list goes on and then todays list of people. Seriously horrible customer service! Nobody ever calls you back, nothing is ever resolved, and obviously they don't care. Someone called a Traffic Control Manager was to call me. Never did. Apparently that is the highest point I can get to. Please help me!!!
For the waste of time on hold, the waste of time calling, the literally hundreds of phone calls, the failed customer service promises, the failed guarantee they offer. I deserve a HUGE credit!!! The stress is too much, especially during the time we spent in Calgary not knowing if the box would arrive before our return flight. We were supposed to have a couple days to enjoy each other, sight see, and unwind but we only had one day and by that time we were mentally and physically exhausted. U haul needs to treat their customers with respect and meet deadlines. When they fail, they need to step up and fix it! This is just a baseline for what happened... Imagine what I could add if I went into detail!
U haul would often tell me they couldn't find my order # so I would tell them to try my husbands cell # which they could find info then. The name the contract was under - Tim ** and the box was originally delivered to **. As well they keep trying to tell me the contract was for a dolly and blankets. If that was the case why did they bill me for a u box?!! Then put the credit back for that and charge me for a dolly and blankets... So much cheaper! I can access emails of the original transaction as well as when u haul changed the information without our consent or advising us. Either way it would have been too late to change our flights! Thank you.
So, to be clear, I rented 2 U-boxes, in addition to a small trailer. The first box I received was obviously unopened. It was wrapped in green Saran Wrap type plastic wrapped around the box, along with documentation that included my name, and the box's destination. In addition, there was 2 bolts and nuts tightly holding the box closed. The second box I received was much different. The green plastic wrap was completely missing. Only 1 bolt was installed, and missing its nut. As a matter of fact, I asked the Joplin U.H. employee to please remove the nuts & bolts that were installed on the first box, as they were time consuming, and slightly difficult to remove.
The employee said "what bolts?" He said he was new, and didn't understand. We both then walked out to my box, that was then attached to my truck. I went to show him, and discovered there was only the single bolt, and no nuts. I commented, and then he said "Is this your lock?" I said it was, and then he sighed with relief. I then stupidly took my second U-Box to my current home. Once home, I then opened the box less than 2 hours after arriving. I immediately noticed the contents of the box was arranged much different than I packed it. There was also much less items in it than when I personally closed and locked it.
About 1:50pm call U-Haul in Kalispell, MT to get a hitch installed. They take the vehicle info, check parts, assure me they have everything in stock, "right here". They offer a 2PM appointment. I tell them I have to drive an hour and 15 minutes, so we make it 3pm. Just after 3pm I show up, no hitch, no installer. I didn't talk to a person on Kalispell. It rang through to the call center. The call center is either full of lies or has very, very wrong information. Thanks for the wasted 2.5 hour drive, $15 in gas. To be clear, the people in Kalispell were great, unable to help, but nice. This isn't the first time the call center has thrown them under the bus.
Even worse, this is the third attempt I made at getting a hitch appointment in the same day. The first scheduled it 2 hours before the location opens on a day they are all booked up. The second try they scheduled it on a day the location is closed (or at least doesn't install hitches). All three issues were because the call center schedules and promises things that the local locations can't deliver.
U-Haul sucks. My mom reserved a truck and then turn around uhaul decides it's okay to rent it to someone else right out from under us. We don't appreciate that considering the amount of money that we have put into the U-Haul already. People need to get their stuff straight! Thanks.
Where can I rate the negative stars? My story is very simple. They have a "Your reservation is guaranteed or we will give you $50." policy. All I can expect is for them to follow through. I am not asking for much. Moving is not easy! All I wanted was a truck to move 17' for 48 hours, since they could not do it. I said I found this on the website. I ask to please have my $50. They said "no problem we will process it." Then I never received it. I later received an email said "You are all set to pick up your truck in Malden." I was like this is crazy. I cancelled my reservation!
And when I called they were charging me $400+ so I said "listen the bank cancelled my debit card as I had a problem with identify theft. Can you guys just keep it as a credit, and I will use it when I need the truck which I won't need this weekend because my closing date was moved, but it will be sometime in September." They are refusing to do it. The bank does not have the money. U-Haul refuses to give me a credit for giving me such a hard time and not following through. Horrible!
I booked a 10' truck on July 18th for a July 30th move and booked Mythic Movers in Berkeley for help with driving/picking up the truck, and loading/unloading. I estimated the move would take about 3 hours at most and that it would require one trip in the truck. I was moving from a 300 square foot studio apartment in downtown Berkeley, to a 1-bedroom condo in Oakland. I had about 30 medium-sized boxes, less than 10 pieces of furniture most of which were lightweight or able to be disassembled, nothing excessively fragile. Just a simple move, something I've done over 10 times in the past 12 years.
For reference, when I moved across the country from Brooklyn to Berkeley and hired a professional moving company, my possessions took up about 350 cubic feet and the movers charged me $1300 to load everything, drive the truck to California, and place my possessions in storage for a month until my lease out here started. It took two hours for three guys to carry my possessions (54 pieces) down six flights of stairs in 90-degree heat and load the truck. My point is, I feel I had a realistic perception of the "worst case scenario."
Under the circumstances since it was a local move and only about 4 miles, a 20-30 minute drive at most. I reasoned that I could get a 10' truck and a couple of movers and still get it done for about $500 maximum. Mythic charged $160 for two hours plus $78 for each additional hour and the truck was about $120. So it seemed like this whole thing would work out as planned.
I received barely 24 hours' notice that I'd be picking up the truck at 5:30 pm. The person who called me from the 6th Street U-Haul pickup location in Berkeley was vague and did not speak clearly. Rather than attempting to help me directly or answer my questions, they made me call the general customer service number. I had counted on being able to move out first thing in the morning and put that as my preference, which was not indicated clearly on the website at all. When I called customer service to express my frustration, the agent hung up on me.
I called the movers and let them know the truck would not be available until 5:30. It was also a surprise to me that I'd have to have them pick it up in Berkeley instead of Emeryville. Again, I had put Emeryville as my preference because it was easier for me to get there via public transit if necessary. Again, this was all the day before -- Friday, July 29th -- for a move I had started planning two weeks in advance. My plan then became to move in the evening and then once the apartment was empty, stay overnight to clean and paint so that I could be out by Sunday at noon (required by my building management company) and get my security deposit back. Originally, I would have done this Saturday afternoon but since I could not get the truck until 5:30, it was impossible.
On the day of the move, I was getting ready and finishing my packing at about 3:00 when the U-Haul location in Berkeley called to ask if I could pick up the truck at 5 instead of 5:30 because apparently they closed at 5:30. When I asked why this was not mentioned to me yesterday, they were evasive and vague. I called the movers to let them know of the second schedule change. They said they'd probably still get there closer to 5:30. I'm imagining they had another job that day. I called the U-Haul in Berkeley back and told them and they said it was fine, just to get there as close to 5:30 as possible.
At 5:30, the movers showed up to pick up the truck and the U-Haul office in Berkeley called to tell me they could not rent to me because of an "E-Alert" on my account due to an outstanding charge from a prior rental. I had never rented from U-Haul before so this was impossible. They once again told me to call customer service to figure it out. Not once did Mythic Movers suggest renting through them, and they were vague as to why I could not, when I asked.
Not once did the person I spoke with at U-Haul in Berkeley suggest I get someone else to rent the truck for me, which in my panic was not something I thought of. As stated, it was imperative that I be out of the apartment by Sunday afternoon in order to get my security deposit back, which was over $1400. Not a single person even mentioned that U-Haul in Berkeley would close soon. I figured they were staying open to be able to handle this issue. They were apparently unable to find the source of the E-Alert or release it from their end. I was passed off to the general customer service number again.
I spoke with Melinda who finally determined that somehow my New York State ID number had gotten attached to someone else's name, who had fraudulently attempted to rent a truck using my ID number. For whatever reason, nobody at U-Haul in Berkeley could see this information and once again, they were rude and unhelpful when I explained the crisis I was in. When we got disconnected and I tried to call back, they did not answer. When Melinda tried to call to resolve the issue with them, they did not answer, which wasted valuable time for me.
For what it's worth, I do recall getting a strange text from what I assumed at the time was Mythic Movers with their payment code, and the URL being uhal.com (perhaps misspelled). It was on my phone and I hurriedly clicked on it, then closed the browser not realizing it might have been a bad URL, figuring I'd deal with it later. This may or may not have contributed to this incident. I really don't know, I just wanted my truck.
Melinda sent me a screenshot of the name she saw on her end who'd tried to rent my truck and caused the E-Alert to show up. By this time, the U-Haul location in Berkeley had closed without telling me, the movers left without telling me, it was almost 8:00 on Saturday, and I had no truck and no way to be out by the next day. I booked a second U-Haul figuring I'd just pay the E-Alert and work out it with the billing department later as per Melinda's suggestion. However, I still had no one available to drive it, so I then canceled that booking.
Out of desperation, I booked a mover with a pickup truck through TaskRabbit for $780. The move took six hours and two trips and I still had to carry things, which I had not planned on. I had to pay two additional people $75 each to cover this. So it was $930 and it took twice as long. I also lost $300 from my security deposit for my apartment. If my original plan had worked out, I would not have spent that much. The entire situation was extremely emotionally traumatic for me and cost me more than double the time, resources, money, and energy. When I first contacted U-Haul, they said the most they could offer me was fifty dollars, which is ridiculous. It's also taken me a month to try and resolve this.
Never again will I rent from this company. Customer service sucks. I never did get that trailer that I rented and had confirmation for.
My son rented U-Haul enclosed moving truck for over 700+ mile move. Dual tires on rear. Uncle checked tires prior to leaving and said the inside dual tire looked like it would not make the trip as it was a different height from the tire next to it. He was correct. Tire blew on Tehachapi Pass in CA, a somewhat dangerous area for a disabled vehicle. Took 3 hours for tire service to arrive. 3 hours sitting on the side of the road, not acceptable. Upon completing the trip and returning the truck to a local U-Haul dealer we remarked about the tire problem. The response, "We don't do tires". In other words U-Haul does not check the tires, or for that matter fluids, prior to renting out the vehicle. If that tire had been a front tire the results would have been devastating.
An issue also occurred with my other son when he rented a U-Haul to move cross country. Ineffective brakes coming down the mountain into Albuquerque, NM. My recommendation if you are considering renting anything from U-Haul - don't do it. They apparently operate unsafe vehicles. Your life is more important. In reviewing the posts of others who have rented from U-Haul, it appears to me someone should legally take U-Haul to task for their business practices and unsafe vehicles.
I have used several truck rental companies in the past, Budget, Penske, and U-Haul. Have used U-Haul twice before and each time, when I went to pick up my truck I was shoved off to another location. One was more than 25 miles away. Third times a charm they say, so I made another reservation with a U-Haul location just around the corner on 8/15/16. Did express check-in this morning (8/29/26) and then because I've been burned twice, called the actual pick up location and guess what? No truck. I don't care what the explanation is, reservations made and not kept, blah blah whine whine. Three times U-Haul made a reservation and three times I have been screwed over by the site not having a truck where I initially reserved it. But oh, since I have to go miles away to get a truck I get charged additional mileage that wasn't initially required. The old nickel and dime scheme.
U-Haul, this is the absolute last time I will even consider using your business, and if anyone ever asks me I will be more than happy to share my stories and as truth is an absolute defense, go ahead and claim defamation. U-Haul obviously knows absolutely zero about customer satisfaction and doesn't care about it because in my personal experience this sort of thing has happened over a 10-year period and is still happening. If I had the time to get another truck from another rental company I would, but can't risk it. So I'll pay the extra miles, get my move over and be done with U-Haul forever.
Shame the lowest score I could give is 1 star because in this customer's opinion, U-Haul is negative stars. If you are considering renting a truck from U-Haul, think twice and check their competitors. Oh I almost forgot. The rentals "my" truck was given to were heading out of state whereas I would have returned the truck to the same location after moving in town. Can we guess why "my" reservation was not honored?
I am extremely displeased with my experience and I have STILL (almost a month later) received ZERO response from U-HAUL. I have never written feedback about anyone online before, but I will write terrible reviews about U-HAUL anywhere I can until there is some sort of resolution. I have tried to contact several times, and I will continue until I have some sort of closure. To start with, my UBox was delivered 45 minutes late by a company that U-Haul suggested. The delivery people told me it was U-Haul's fault; however, I was guaranteed a specific time and as such, I took off the appropriate 2 hours needed to supervise the workers that U-Haul provided to help load.
When they informed me at the time they were supposed to arrive (12:30 pm) that they were running late, I had no choice but to start carrying my boxes on my own. 45 minutes later, the only things left to carry were my bed, box springs, couch, and bed frame. Because they were so late, I was in a hurry and needed to get back to work. Luckily my brother in law was able to help me at the end when I needed to leave before they were done loading. However, given that I was rushed, they were unable to put my couch in the UBox. There would have been plenty of room if I had time to prioritize what could go in, but given the time crunch, I just had to trust their opinion that it would be better to get the boxes in.
So now I need to buy a new couch. I have pictures of all of this: proof that they were 45 minutes late, that I carried all of my boxes out before they arrived, that the movers did a crappy job filling the box (there was still plenty of space left) but that I had to leave before they finished to get back to work given that they were late. I also have a picture showing that U-Haul loaded the box backwards which took 15 minutes to get sorted out when they arrived which meant that the loading was a WHOLE HOUR delayed from when it was supposed to occur. Eventually someone from U-Haul called me and said I would be reimbursed for the delivery and loading (which I was charged $306.95 for even though I was only quoted $222.95--still not sure why that happened and looking for an answer); however, I have yet to see this reimbursement.
After this, I received a phone call that said our UBox could not be delivered on the date was asked for online. I tried to call back at least 5 times, each time I was on hold for more than 30 minutes, 1 time I was even on hold for an hour, and NO ONE helped me. The operators just kept sending me to the next person saying that they couldn't help me. I'm not sure what they are getting paid for if that is the case. So after at least 3 hours waiting on hold, I received no help. Eventually my husband got a hold of someone who said that I had not called anyone back, which is absolutely ludicrous. I can also send a picture that shows the amount of time that I waited on hold for a U-Haul number. Finally my husband was able to find someone who could change our delivery date and he coordinated with the movers that U-Haul recommended to arrive at 7:00 pm to help unload.
When he arrived to our apartment (he could not take off work so 7:00 pm was the only time that worked) and met the unloaders, he found that the UBox had a lock on it. We did not put the lock on and no one gave us a key or told us there was a lock. We then spend another 20 minutes on hold and 20 minutes talking to people that could not help. I even called the person who delivered or UBox who kindly informed me that "we don't put locks on at UHaul, only the people moving do, so you must have put it on." To which I replied, "I would like to speak to your supervisor or at least someone who can tell me where this lock came from. We did not put the lock on." He gave me the number of his supervisor, "Brandy," but when it went to the voicemail the person's name on the answering machine was "Angela" or something like that.
I then called him back trying to see if the number was correct, however he did not have a voicemail set up, so I texted him (how he had communicated with me earlier) and he did not respond. Eventually, 40 minutes later, my husband had to go buy a pair of $20 bolt cutters. We took a picture of all of this to document, the lock clear as day says U-Haul on it so we know it came from U-Haul. My husband filed a grievance on the phone (the only thing that anyone on the phone could do was "file a complaint" for him which was the opposite of helpful)--and we STILL have not heard from anyone. After we finally did get everything unloaded, 2 of our tables have several scratches on them because they were not covered by moving pads (something I absolutely would have checked for if I did not have to go back to work before the 45 minutes late movers were finished). I am wildly unsatisfied and I will make sure that I tell everyone I can about how terrible this has all been.
We recently rented a U-Haul trailer and two weeks after we turned it in, we received an emailed invoice for 14 days of rental fees. I checked and my credit card was charged over $300. When I contacted their customer service department, I was hung up on by the first person I spoke with. When I called back, the lady was adamant that I had not turned in their trailer. She eventually responded to my request to speak with a supervisor who also hung up on me. I finally spoke with someone who was actually a decent human being who filed my complaint and put me in contact with a field manager after not being able to get another supervisor to take my call.
I contacted the field manager who initially was very helpful and said that my account would be credited the full amount, which was triple what I originally paid for the rental! Unfortunately, it is now two weeks past the date they incorrectly billed me for a late rental and I am still being told it will be another week before I receive my money. I have yet to receive an explanation as to why the trailer was showing turned in late or even an apology for the error! The closest thing I have gotten was being told that it is taking longer than usual because U-Haul has to review the claim due to the large amount of the refund! So we wait...
Waste of time and useless. I would suggest Flaman.
If you are in need of a storage facility, I highly recommend looking elsewhere. My husband and I reserved a storage unit at U-Haul Moving & Storage of Newnan over a month ago. During our brief recent experience, we experienced the following: Told the unit we reserved (10x10) would actually be 2 smaller units (5x10) with significantly smaller doors, because "the system sometimes does that, and we don't have any control". This is a serious concern if you plan to move in furniture. After getting into the (10x10) unit we originally requested, we found the unit rent was $10 more per month than quoted on the website in our reservation confirmation.
This facility is advertised as "24-hr access". However, after arriving at the facility after the office was closed with a loaded trailer, we were denied access by our key card. The after hours contact (Gen. Manager) was unhelpful, and did not even make an attempt to resolve the situation. He simply explained that 24-hr access was a separate elected option with additional cost. This was NEVER presented as an election during the reservation (online) or check-in (in-person) processes. In fact, we were assured that we could access the unit at any time by the staff during check-in.
We spoke to a manager at the local facility where we had planned to store our things. We explained the situation. He made excuses for everything, even denying things directly in front of his face multiple times. He agreed to refund our money, but as of this moment, the "refund" is showing as another charge on our credit card. Thankfully, AMEX has already assured me that we will be disputing both of the charges with U-Haul, if this pending item clears as a charge and not a credit. The lack of transparency and general ambivalence to the inconvenience it caused shows a distinct lack of respect for the customer. This company needs better management, better training and a customer service oriented attitude. I will never use U-Haul again and I highly recommend that no one does either.
My husband and I were moving and needed a Uhaul for 2 days instead of just 1. I called our local Uhaul facility (31st and Yale, Tulsa OK) and asked if they were able to rent out a moving truck for 48 hours. The gentleman said yes and so we went ahead with the reservation and I receive my email confirmation. When my husband went to pick up the Uhaul, the gentleman then said they can't do 48 hours. Totally screwed us over! My husband left work early to get the Uhaul and we had family over just that one day to help load our belongings. We would've been fine if 48 wasn't allowed, we would've saved a trip to the Uhaul facility and just used a different company instead. Don't tell your customers one thing then change once they get to the store!!
I then called customer service to file a complaint. The lady said I would hear from someone the following week in regards to getting the $50 for the "Your reservation is guaranteed or we'll give you $50" claim on their website. No one called me the following week, so I called Monday. Again was told someone would call me within a couple days and again didn't hear from anyone. So I called them one last time and was told there's nothing they can do. Thank you so much for not only screwing us over but then drag us along for two weeks and never calling back. NEVER using Uhaul again!
Beware of U-Haul's mover helper portion of their website that allows you to hire what you might think are licensed, bonded and insured movers to help with your move. The implication is that these are approved movers. Prior to booking one, call and ask them what the approval process is. You will find out they do not do anything more than a background check. These people can be anyone with absolutely no idea of how to pack or load a truck. I unfortunately was a victim of this scam. After thousands in dollars in damage, U-Haul says they are not responsible, and I should "sue" the mover I hired. Like I want to pay an attorney a few more thousand to try to collect money from a guy who has nothing. Goodbye U-Haul!
The only part of the order that worked well was the trailer that I rented. Everything was wrong with the rest. Online order got somehow semi-processed on their end. 3 days before pick they told me that oops - order was in suspension and did not reach the right department, nor it notified me of the internal error. I placed new order over the phone. At the location I purchased some wrapping items, somehow dolly ended up on the order that I did not noticed. Upon arrival dolly came up. And after that - I made about 30 phone calls to the company... nobody wanted to hear or help.
For starters to reach anyone at the rental location was mission impossible. The collection department called me "not truthful". And on and on for 3 days. Finally, dolly story is over and they removed the collection attempts and suppose to give back $12 for "renting" it to me. I hated to deal with people who works for that company. They are bunch of uninterested in their work folks.
This was the most dissatisfying experience I've ever had as a customer everywhere ever. I ordered a 17' truck over a month in advance and the morning of my move I find out that I actually need to pick it up about 35 miles away than where I previously thought in Madison. I go to the first place all the way out in Watertown WI and they tell me they NEVER carried 17' trucks. I ORDERED SOMETHING ONLINE THAT THEY COULDN'T HAVE EVER PROVIDED FOR ME. Well with that out of the way I find out that I also have to return it to a location 30 miles away from Madison in the middle of ** nowhere and have the nerve to tell me I need to move the tank up 1/4 because they only gave me 60 miles on it.
They also decided to ramp up my appointment that I scheduled for 2 days to 7 days which raised my cost from $60 to $230. I had to ask the guy at the drop off location to go out of his way and sit on the phone for half a damn hour for some CSR to finally lower the price to $150 which is better but still crap. Not to mention the $20 I had to spend on gas.
Apparently once you schedule an order they somehow have the legal power to do whatever the hell they feel like to your order including changing drop off and pick up locations and extending your appointment well beyond what you initially paid for. They do whatever they can in any way possible to ramp up your price and piss you off with no regard to customer satisfaction or basic human decency. This is the most horrible service I have ever gotten anywhere. To anybody reading this: DO NOT USE UHAUL.
We have been trying to reach out and speak to someone regarding our HORRENDOUS experience with U-Haul and have not yet been able to speak to a live person yet who could do anything to rectify the situation, but have spent several hours on hold, each time being disconnected before reaching someone. There are no words to describe how stressful and more costly U-Haul made our move, your company's lack of customer service and inability to manage your trucking fleet. Here is how our experience went.
On Thursday night, we received a text message changing our pick-up location from Falls Church to one in Alexandria close to our home. On Friday morning, I drove my husband to pick up the truck at the scheduled pick up location and time (10am) and dropped him off so I could meet the realtor to get the keys to the home. At U-Haul in Alexandria, my husband was told that there was no truck waiting for him and that there were NO TRUCKS in the state of VA that we could use. He tried several times to call the "customer service" regional line, but was again told there were no trucks and hung up on several times while on hold. This was extremely distressing since we had planned to move that day, had hired help to watch our young child and also hired additional help through U-Haul.
I then began frantically calling the help line several times, each time I was put on hold for times that varied from 10-45 minutes before being disconnected EACH TIME. When I was finally able to speak to someone who had a sliver of pity over our situation, she said that they located a truck and it would be at the Falls Church location. All they offered in recompense was the same $50 credit for the truck NOT being at the scheduled location (money still not posted to account). They also refused to help do anything to change the time with the moving help hired through U-HAUL and essentially told me it was not their problem.
My husband had to uber back to the apartment, at an additional/unexpected cost. I had to turn around, skip meeting the realtor and head home to drive my husband to the Falls Church location to get the truck. The original plan had been to get the truck at 10 am and then have an additional 1.5-2 hours to load boxes BEFORE the moving team arrived.
Because U-Haul did not have the truck ready at the scheduled pick up and so much time was lost trying to find an available truck (and being disconnected/on hold numerous times), we arrived back at the apartment just in time to meet the moving team at noon and did not have time to pre-load the car, costing us an additional expense, not to mention stress. The "customer service" line, if you can call it that, is horrendous. The entire experience was extremely stressful and $50 is woefully inadequate (and still has not arrived) to make up for what occurred. None of our email inquiries have been answered. Save yourself and go with a different company!!
U-Haul is not performing routine equipment maintenance. When I rented a 4x8 cargo Trailer, I noticed an extremely worn tire--- very unsafe to tow, especially the 600+ miles I was about to do. I was told by employees they are too busy to perform equipment safety check, and maintenance. The trailer is frequently booked in advance, and there is no time for routine maintenance. They basically check return equipment in, and give it to the next customer.
I called U-Haul roadside assistance, then waited 4 hours to get the bald tire replaced on the trailer (on the U-Haul rental lot). Roadside was very good. Caused 1-day delay to my vacation schedule. If an accident happened, U-Haul would be found grossly negligent. But, of course it would be too late at that point. Proactive equipment safety assurance for customers and others on (and near) the road should be important to them. U-Haul should be forced to set aside time to inspect, perform, document routine maintenance on their equipment!!!
My sister bought the "Safemover" $14/day extra insurance. When we had a minor accident, the fine print tells you that they only cover up to $1000 for medical bills. With x-rays and 2 ER visits, my medical bills are a little over $10,000! And RepWest (their insurance co) is a whole other no star review! They try to tell you that your credit card company doesn't cover rentals, but check with your card! Visa only covers you if you do NOT get the rental company's extra insurance.
I don't even know where to begin! I rented a truck with U-Haul for 7/23. At that time, used U-Haul's recommended links to movinghelp.com, and reserved movers for 3+ hours. On day of move, 7/23, decided to change movers, so cancelled first mover, got online credit, and scheduled a different mover for 7/23. The second mover called and complained, that he should not have been listed as available. I cancelled the order completely and decided to choose a moving company from Craigslist (worked out very well). Upon cancelling the order, movinghelp.com showed that all charges (in the amount of $245 (minus their $15 processing fees) - would be "refunded to credit card within 3-5 business days" - as listed on movinghelp.com when I view my cancelled order.
At day 7, I called U-Haul to inquire. U-Haul said movinghelp.com is a separate company and I have to either call them directly or go to their website and engage in live-chat to inquire. I called movinghelp, was on hold for over half an hour. Hung up and then went on live-chat (still have all my chats saved with them) - they said must have been some glitch, they verified refund would be coming in 5 different amounts totaling $230 - in possibly another few days.
At day 11, I called U-Haul again - to complain that it's been well over the original 3-5 days, and that I spoke with live-chat and they confirmed that refund would be granted in another few days - which never happened. U-Haul again said they cannot help escalate with movinghelp.com, and I have to go through live-chat or call their number. I called movinghelp again, was on hold for nearly 40 minutes, at which time I hung up and went on live-chat again. This time I was a bit frustrated, having just been on hold on the phone with them for 40 mins - which I explained to the live-chat person ("Norma"), so rather than helping me in any way, she asked me crazy basic questions again and again, which I had already sent in the live chat, and told me I should call their number and abruptly disconnected the live-chat!
At day 12, I called U-Haul and complained about movinghelp and their general lack of attention to this issue - and U-Haul team, while courteous, indicated they are unable to help because movinghelp is a separate organization. This is unacceptable, U-Haul! You (U-Haul) are driving traffic from your site to movinghelp's site, so you bear some of the responsibility in helping YOUR customers resolve issues which arise with Movinghelp. If you don't want any of the support responsibility - which has been my unfortunate discovery experience - then STOP sending YOUR customers to Movinghelp.com's site - stop showing that link on the U-Haul site completely! This is extremely frustrating and I feel rather helpless. Days 13, 14, 15 - My partner and I have gone through several rounds of calls to U-Haul asking for help, their denial of any assistance and responsibility - and then several 30-45-minute wait-time calls into movinghelp.
Day 16 and 17 - after several more hours on the phone (in wait-time alone) - movinghelp finally fessed up that they accidentally did not move our "site credit" to a refund on the card. Ok, thanks - great - what now? Well, we have to wait for a manager to MANUALLY transfer the credit! How long does that take??? 48 hours. Day 19 - 48 hours later - my partner called moving help, and after another hour of wait time on the phone, we were told that the manager has not even gotten to the item yet - and of course, this is now Thursday (Aug 11), so we expect they won't get to our refund on Friday, and then the issue goes to Monday - so another 3-4 days. And of course, that's what the rep said - give it another 48+ hours.
TO MOVINGHELP.COM - this is completely unacceptable. 3 to 4 weeks to process a refund??? And I'm nice enough to even be ok with that, if you advertised it on your site - but giving your customers a false expectation of 3-5 days, and then giving them a runaround for weeks - and then not staffing enough folks in your support center to pick-up calls in less than 30-45-minute wait times - seriously? I will be writing about this unacceptable business practice on every site that I can post a review on! Completely unacceptable and very shady business practice. I still don't know if I will EVER get my refund. I have spent over $1500 of person billable time in trying to get my $230 back from movinghelp. Thanks for the LOSS movinghelp. I will remember this and talk about it as often and to as many people and sites as I can.
TO U-HAUL - what the hell were/are YOU thinking driving traffic to such a shady business, and then leaving your loyal customers hanging out to dry when there's a simple basic issue - like a charge-refund??? Unacceptable U-Haul. You can bet I will be associating your name with movinghelp's shady and UNacceptable business practices as well - until you stop driving traffic to them off of your site. Thanks for nothing, movinghelp! Thanks for leaving your customers to the wolves, U-Haul!
I went to u-haul two years ago. I was moving from san bernardino from a house to an apartment and had nowhere to store my truck so I went to U-Haul. So I go yesterday to pick my truck up, pay them as aaa and I wait to get in the gate to jump start the truck. I noticed my new battery was missing then look inside my truck everything was gone. Music, clothes and they even took something from under my engine too so I get up early calling all over. Nobody know nothing giving me the runaround. They told me they had guard dogs so how my truck got broke into and who's going to pay for my stuff.
I made a reservation online on August 1 to have a hitch installed on my van on August 6. I was instantly charged $681.97 to my credit card. August 2nd, I called to cancel the reservation for personal reasons. I was told somebody would call me back with confirmation. Instead, somebody called me to set up the reservation. Thursday August 3, same thing. Asked to cancel, somebody would call back. No call back. Late afternoon August 3, I called again and complained. The lady added notes to the order saying “PLEASE CANCEL” and said if “I don't get a call, go the location. U-HAUL 9521 51 AVE Edmonton.”
I requested cancellation and told it would be done Friday afternoon August 5th. Checked my U-Haul account that evening. Order number was still there, that's all. Monday August 8th, no refund showing on my credit card account. It's an insult. Take my money, say the work is done before the date to be done and NO CALLS WITH NO EXPLANATION WHATSOEVER! I WANT MY MONEY BACK U-HAUL!!!
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