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U-Haul is well known for supplying truck rentals and packing supplies to do-it-yourself movers across the nation. U-Haul advertises trucks for $19.95 per day for local moves, but long-distance moves costs significantly more. Additional charges include fuel, damage protection and environmental fees. Even with these expenses, U-Haul can be a budget-friendly option.
Pros & Cons
- Economical choice
- Roadside assistance
- Nationwide availability
- Preferences not guaranteed
U-Haul, when used appropriately, is an affordable option for DIY movers, especially for local moves. Be aware of extra fees and make sure to understand that a reservation is not a final confirmation.
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Cool Springs in Brentwood TN apparently neglected to check my truck before renting it to me. It pulled to the left and I had to tug on the steering wheel for 800 miles. Very unpleasant. Plus the cabin was dirty, so it made me wonder what else was overlooked. Like the oil, for example? When I tried to report it via their website, the live chat person said he’d report it to the location. I told him the location of origin was the problem. It seems there’s no mechanism for reporting equipment issues to this company.
I am currently in the middle of my move. The delivery of the boxes went as scheduled. The company offered to pickup early as they had openings, we settled on the 30th of September vice Oct 1. Truck had mechanical issues and pick up was completed on Oct 5, my concern was on the delivery end and I was assured that was not a factor and boxes would be in Shreveport, LA on the 12th and Longview, TX by the 14th. They have been pushing out my dates. Today is the 14th and boxes are still in Lexington, KY. I could have used PODS, but opted for U-Haul to save a few dollars. I am disappointed with myself for that decision to save a few hundred dollars. I can only hope that this ends well, if you have other options in your area, I suggest you look outside the box, U-box especially.
I requested a truck for a move. I was informed that they would contact me 24 to 48 hours before the requested date to tell me IF I had that or any truck, and I might need to retrieve the truck from another city. The example they used was about 5.5 hours away one way. I chose another company as plans needed to be made and dates were already confirmed. Returning the unused boxes require a receipt. Even though Uhaul is all over the boxes. In my opinion, I am baffled as to how they stay in business with those practices. And never again will I darken their doorway.
Terrible customer service and rude, and terrible invoice and payment service. My items are damaged, broken and wet during shipping and using the storage room. Mischarged payment was not refunded and my credit card company disputed to them.
I had booked AJJ Movers on the U-Haul site. Now U-Haul is great. I rented a moving truck from them today, no problem. Those dirtbag movers from AJJ Never Showed Up at the scheduled time I booked them. Oh it gets better, their phone number was disconnected. No legit email either. They had no problem taking my money for no service.
I had to move this morning after trying several ways to get hold of them, my son who had to wait for 50 minutes on the U-Haul mover line, finally got someone. I wish I got his name, he was wonderful. He was able to find us another moving company (I will write a good review for them next). It's Labor Day weekend, not an easy task. He was able to credit my money toward the new company. Moving is stressful enough but to wait 2 hours for 2 moving men to never show, no phone call. No emails. Nothing. It's like they took my money and ran. So take my advice please DO NOT. I REPEAT. DO NOT USE AJJ MOVING MEN THROUGH U-HAUL. They will take your money and run or better yet take your money and NOT MOVE YOU. YOU HAVE BEEN WARNED!
First off; used the online booking service with the "pay now" option. Booked a 15' truck to empty out our storage unit to transfer from origin to our home town 8.5 hours North. U-haul advertises a booking guarantee, and guarantees a vehicle at the time and place you originally request. I figured I was covered, so I booked 7 days in advance of my need and scheduled my help accordingly. Second; When we were driving down to the storage unit 850 kms away, we received a call from U-haul dispatch less than 24 hours before our scheduled pick up time claiming that the only vehicle available for us was another 1.5 hour drive from our original pick up point and 4 hours later than we had originally scheduled everyone and everything for.
When we called them back, they outright REFUSED to help us at all. I tried calling 3 different numbers and resulted in 6 calls totalling over 2 hours of my time with hold waits. Same result. We were basically told "Tough nuts. It is the last truck we have available anywhere in the area (which we later discovered driving to and from the vehicle pick up, was complete ** as we passed other dealers with SEVERAL trucks in their lots)." They even have refused to honour their OWN guarantees.
Third; when we picked up the truck, we took photos as it was clearly not being maintained as the front driver tire was bald and the rear tires were so worn they had passed the wear bars. This vehicle was essentially unroadworthy, and even possibly illegal. I had no choice but to accept it as I was over a barrel. Called U-haul again. Same result "Tough nuts!" I have now driven an additional 140 kms, off my km limit with them with no concessions offered by them to correct the issue. I am beyond angry with these **, and will be filing charge disputes with my Credit Card Company. Totally disgusted with this company and will NEVER USE THEM AGAIN!!!
I went to verify my information with U-Haul the night before a rental -- and when I called to complain, they told me to call the scheduling department after my scheduled pickup. What a joke. Never again.
Rented a trailer and they didn't fulfill their obligation. Had to drive to another location to pick up. Advised they would refund $50.00 as per their policy. Have been trying to get refund for 2 months. They posted the refund on our Visa and then took it back. Would not use U-haul again or recommend using them. They are not reliable and the Managers are not helpful either.
We organized a Uhaul truck one month in advance of our move across the state. They called me at 7:40 am the morning we were to pick up the truck and said they did not have a truck for us until the following afternoon - and a 1.5 hour drive away from our house and the original pick-up location. NO GUARANTEES with this company. Five people had arranged time off and schedules to help us with this move. U-Haul offered me no financial benefit for the delay, and no other options of trucks to rent. We had less than 12 hours to come up with an alternative. It was a total nightmare.
I rented U haul pods through U haul to have them packed, shipped and then delivered to my new address from Chicago to Des Moines. From start to finish this whole process was nothing short of a massive headache on top of an already stressful move. First they gave us a date on when the U haul shipment would arrive, then changed the date and said it would be later, then changed it back again to the same date and then leading up to the day of they told me "they weren't sure if it would be delivered in time". Lo and behold it finally arrives (late at night mind you) the day it is supposed to be delivered without any heads up or anything from U haul.
Then after all the U haul pods are picked up, 2 weeks later, I received two additional charges on my credit card for $140 with absolutely no explanation as to why and I am left on hold with them for over 45 minutes with no one answering my call. I was told the final charges for the U haul would be the day of the pick up for the pods. U haul is absolutely disorganized and does not take the customer's feelings into consideration. They are completely driven by profit and could care less whether your items arrive to your new living space. I couldn't imagine trying to move with them across the country if moving 5 hours west was this much of a headache. I will never be renting from them again and STRONGLY encourage anyone reading this to look elsewhere.
My experience with Uhaul was a nightmare. I booked a 15' truck and a 26' truck 2 months in advance of my moving date. I even checked in online the week before moving. Two days before moving, I receive a call from the local dealer saying they just happened to notice that they don't have a 26' truck. If the secretary hadn't noticed, I would have found out the day of the move. They had a 20' truck on site they offered to rent to me. If I refused, they would send my order back to head office and I would either be stuck with no truck or if they found one I would have to drive anywhere in Ontario to get it. I accepted the smaller truck. They compensated me with free dolley rental. Big deal! It cost me more doing extra trips with a smaller truck. It's a good thing I rented 2 trucks. Otherwise, I never would have gotten moved on time as we were 2 families moving.
Furthermore, I had to return the trucks half full with gas the way I received them. I managed to do that for one truck but the other still had a three quarter tank of gas. They wouldn't refund me $50 for my gas but they would have overcharged me if I had returned them under half. When I asked why we don't get and return the trucks full like every other car rental as it would be so easy to just fill up before returning, I was told it was because they wouldn't get paid to fill them up. Sounds like an excuse to cover up mismanagement. If most people are returning them full, they don't need to do it. If they charged extra for those that don't, they can be paid for their work. I asked why I couldn't get the truck I booked 2 months in advance. I was told that with all the people moving out east, there was a shortage of trucks in Ontario because the trucks are going out east and not coming back until they are conveniently rented by easterners moving to Ontario.
Smells like mismanagement again! Why can't they charge extra for not returning the truck to its original location like other rental companies do? Then with the extra charge, they can hire drivers to drive the truck back to its original location. It's time they fired the CEO of uhaul and hire someone who knows how to manage a business and value their customers. I was surprised to learn when talking to others that they had their own nightmare story to share about their uhaul experience. Everything they do is good for them, not for the client. If you can rent trucks from a small local company, go for it. Atleast they, would be concerned about their reputation.
U Box was ordered in May and taken away for FL on 6/17 with a date of 06/30 for delivery. It is 07/03/22 and the box is not in FL. Customer support has no idea where it is or when it will arrive. Had to call them many times to get any answers and finally got the most help through Twitter. Disappointed in the service quality and how they treat their mistakes.
I reserved an 8' pickup truck, for a friend, online using a major credit card. I then called the 800# to confirm my reservation & payment options. My reservation was confirmed & was told I needed to be with the person at pickup time & a major credit or debit card would be needed. I later called to change the pickup time which was confirmed & also payment methods. When we arrived the next morning to pick the truck up, the 1st thing they told us is they didn't have a pickup truck available. I told them that I confirmed my reservations twice. Then they say, "We have a pickup truck but it's out of gas & we would have to go right to the gas station & the amount of gas the truck is returned with would be deducted from payment." Finally, they wouldn't take a debit card as payment! I again called the 800# & was told debit couldn't be used for pickup trucks & vans but the U-Haul website says even says credit or debit card!
How can I be forced to leave a one star when they deserve zero. Our family rented a U-Haul 26ft truck from Bloomington, MN to Colorado and it nearly killed me and my family. They knowingly gave us a truck with faulty breaks that leaked out and could of killed us. After contacting U-Haul they chose to do nothing. I’m deeply disappointed and need to make renters aware. I usually rent from Budget and should have stuck with them. At least they would have not put our lives on the line knowingly. Please be AWARE!!
I called customer service to setup a reservation for my long move. Customer service made the reservations but for the returns she made them for 3 different locations around the same time. That night I spent 3 hours on the phone just to hear, "Call tomorrow." Speak manager and so I did that she had me return all the equipment in 1 place. When I arrived and explained the situation that young lady advised she would credit me back my late fees because obviously this was not my doing, it was HORRIBLE CUSTOMER SERVICE that setup the reservation in the first place. My card was never credited back they charged me an additional $100 for their errors!!!! THIS HAS BEEN THE WORST EXPERIENCE I HAVE EVER HAD with ANY moving company!! DO NOT USE UHAUL. THEY ARE TRULY THE WORST!!
We made a reservation at 9 am and so when we went to pick up the truck at 10:30 the contract said we needed to return it by 9 am on Sunday since that is when we made the reservation. The U-Haul store is closed on Sunday!!!! No one told us this but I can assume they don't so they can charge you for another day. "Once checked out I rec'd a text: if you are dropping off the equipment after hours please use your mobile device to verify your equipment return by going to this link: www.uhaul.com/Orders********. Or you can choose to have us verify it for you the next day for a $20 convenience fee." The app does NOT work!!! We spent an hour trying to checkout. As for their $20 convenience fee.... Really??? You can bite me! Never again. Budget Truck Rental is much cheaper! U-Haul gives NO discounts to AAA, AARP, or our proud Military/ Veterans. Pigs!
3.5 weeks prior to moving, made reservations for 20' truck + car transport, < 48 hours prior to pickup they called and canceled! I'd called 3 days prior to check the availability, U-Haul assured me all was fine. Beware of them and never pay up front.
3 weeks ago we reserved 2 26' trucks for a move, to be picked up at the same location. 5 days before the move day, they inform us there is only 1 available at that location and they would like us to pick up the other in the town next to where we are moving 2 hours away from our current home, we call and she locates a truck 30 minutes from our home but an hour away from the other truck. We spread the pickup times out so that we can get both. Today the day before the pickup, we find out only one truck is scheduled and there are no 26' trucks available. This gal states she can put us in a 20' truck with a trailer, but it is even farther away to pick up. This company is a joke and you cannot trust the online reservation app.
I’ve used Uhaul many times in my life and now, all I wanted was a bike hitch attached to my car. I call customer service and they book me for an appointment, where I paid the deposit and the overnight fee for the hitch cause they were out. Well, I get a call from the person the morning of the appointment, the one who would have done the install. He states the over night part never arrived and then, goes on and on and on, "Well, you just got the appointment yesterday and I wouldn’t have had time for you anyway." He also states customer service does not see his schedule. Oh really. And on and on and on. Like he was shocked I called and got an appointment without his permission or something.
Then he goes on to say, "Well, I can’t do it Thursday cause I’m off and I’m totally booked on Friday." And on and on and on again about my appointment and his schedule. Like I ruined his week. Well, he then states we may do Saturday, pending if the part was there and if I don’t hear from him on Friday stating the part was not there, he would call and let me know. Now mind you, I was supposed to leave Friday. So ok, Saturday morning now. Of course it's Friday now and lo and behold, Uhaul is calling but it isn’t him. Oh no, it's someone else claiming that he is off for five days cause he has covid now.
Well I’m sorry if he does have covid but after dealing with him, I highly doubt it. He and their customer service department (MANCHESTER CONNECTICUT facility) are just liars, making promises they cannot keep just to overcharge me. He was an ** to me and I knew when he stated that a overnight part might not make it three days later, yeah, this appointment was not going to happen. Oh do I get my money back, oh sure, in about a week or so. So no, I don’t trust you with my car now or any type of installation on my car.
Simply put, We tried to rent a truck for 3 days to assist in our moving to a new home. Made a reservation about a week out, was told that there was no issue truck was available. Got an email telling me my pickup location had changed to another city so I called and got my pickup location changed back to near my home and told them that I would require the truck for 3 days. Thought we were all on the same page at that point. Picked up the truck and noticed the reservation was for one day again, called later that day and was told the truck is not available for the 3 days I need it. Basically making it so I am just wasting my money and time by renting their truck as I am not able to fulfill the work I need to complete since they make it so difficult to schedule your own return dates. I will never use them again.
Zero stars if I could - U-Haul has the worst customer service I have ever dealt with. I requested a specific location for picking up a 10 foot truck and they didn't bother to call and ask me if there was another location that I could pick it up at - they decided that they knew best and chose a location that I didn't want. They put their mistake on me, the customer! They sent me to a location that I would not have chosen and after the fact it has completely screwed up my plans for using their truck. If you want good service - DON'T USE U-Haul!!!
The U-haul driver put my neighbors boxes on my property and when I called them (which was 5 times due to getting disconnected and transferred to numbers that were no longer in service) I finally get a number for traffic and the women would not even talk to me. Her receptionist said it would be Monday before they would pick them up and was very rude and hung up on me. So for a week I had to look at my neighbors boxes on my property and U-haul acted like I was the problem. Very disappointing and frustrating. And to make matters worse it rained and the area under the pallets has a sunk and now we have to fix our property.
With U-haul, my experience over the years it is hard to get a straight answer from anyone-they are just like the staff at a major airline. The story always changes even when something appears to be straightforward. I needed a standard U-box to ship w/in the US less than miles. Easy. The female rep at this location who assisted in setting up this need for me, who stated “I have been doing this for over 10 years” said my U-box would be delivered to the exact site I wanted.
I ordered this move about 2 weeks in advance total for the box drop off then re-picked up in town to be shipped. In the interim, she got me connected with a peer in international shipping to see if the, U-haul, could be competitive overall to ship my items directly to their final destination in Central America (my online research said there was no way would they be) so I would not have to us another shipper at a major US hub to ship to Central American. I said, "Okay, give it try but hurry."
First, they couldn’t get any answers from their international shipping partners. Finally, just before it had to be decided if it would go direct with U-Haul all the way or split shipping, I finally, after much pestering via VMs/e-mail and with my U-box being filled up, got an answer and the quote was insane-almost double what it would be between using the U-box + the international direct shipper! What a joke! And then here was the kicker at the same time-I learned from the manager, Erik **, at the Coors location that I still needed to give them the address of where it was going to be shipped. I said I already had given them that. No, he said, the U-haul location in the nearest major city. WTH?
In short, I fought with them but they would not budge on their original verbal promise by the rep I trusted because she had been “doing this for over 10 years”. This screwed up everything. I was battling with the location manager even on the phone while driving through Mexico to Central America. I asked to speak with the woman who lured me in to start at this location but naturally now she was out on the road every time I called in. I escalated it to the Regional Manager, Tom ** via phone and e-mail. Naturally, no response.
In the end I had to spend hours managing U-haul's project here and I had to pay my international shipping company almost $500 extra to drive 30 miles to the U-haul location where my stuff ended up, unload it, reload it into their truck, drive back 30 miles and unload it into a larger shipping container to be sent via sea. In conclusion, this was a total fiasco at a time I didn’t need it as I was permanently relocating and retiring overseas and these items represented the remainder of my personal effects. But then again, U-haul is a typical American corporation-always promising pie in the sky and rarely delivering.
Oh boy...where to begin....We reserved a truck weeks in advance and when my girlfriend went to go pick it up, there was no truck in sight. The local Uhaul rep was not to blame for this, as the truck was dropped off in a completely different location. However, we were then advised by Uhaul's "Customer Support" to drive over 50 miles away to pick up a truck at that location. Little did we know this is where the screwing would begin.
Originally it was going to cost us around $85. No big deal. We were moving to a different home in town so mileage wouldn't be a deal breaker anyway. However, since we had to drive to get it from another location and didn't want to drive it all the way back to turn it in, it was going to cost over $180!!!! They tried to excuse the fact and give "extra mileage" on the truck, even though that does us no good since again we were moving in town. Fine. We take the screwing and start moving.
When it came time to turn in the truck, we were told to turn it in by 6. 4:40 was approaching and I called the Uhaul location we were turning it in to and was told they closed at 5. I asked if we need to make 2 more trips to the new house, would it be ok to turn it in after 6. The rep said it was fine and they don't check the vehicles in until the next morning anyway. No problem. We ended up taking the Uhaul back at around 11 PM that same night....only to find out...WE WERE CHARGED FOR AN ENTIRE EXTRA DAY!!! Another $59.40, making this "local move" cost almost $250. My God Almighty I was livid. We were told there would no extra charge since we had it back that night...but nooo....let's screw a little more.
I called Uhaul while in a very livid state of mind, and found out I would be on hold for about 20 minutes. I took the callback option...and 2 hours later...got a call back saying that even if it's 15 minutes after 6 PM, they charge you for an entire extra day!!! To hell with that. Had we known that...we WOULD have kept it for an extra day. This is the BIGGEST scam in the moving industry...ever...hands down. Uhaul...you can haul your ** straight to hell for this kind of crap. Gas is already insanely high and it cost us over $40 to fill it back to the half-empty tank it already was...which again...wouldn't have been necessary HAD IT BEEN IN THE RIGHT LOCATION TO BEGIN WITH!!!! Hands down the WORST company I have ever had the "pleasure" of dealing with.
If you are looking for a truck rental service, do NOT use U-Haul. I rented a $20 truck for a quick furniture pick up and Uhaul overcharged me. Over $200 in charges on my account for what was advertised as a $20 truck, and I only drove it a short distance from my home!!
This is the second time we've used UHaul within the past year. BOTH experiences were TERRIBLE. We relocated from PA to SC in July. In PA we had a uhaul truck rented (email confirmation to prove) with a pick up location 10 minutes from our house. We got to the uhaul store, where the store manager was completely RUDE and DEGRADING and said there was no truck for us there and we had to drive AN HOUR to get the truck and AN HOUR back. No additional miles were added. It put a 2 hour delay on our move which was a burden when we were driving 9-10 hours that day after loading the truck.
This past weekend we rented a uhaul to load everything from our storage unit on beaver run road in surfside, SC. My email confirmed that the truck was to be picked up at the storage facility location and dropped off later that day in Myrtle Beach, SC. My fiance went to pick up the truck with the email confirmation and AGAIN was told there was no truck for him there. He had to drive 30 minutes to myrtle beach to pick up the truck, 30 minutes back to the storage unit. Then for drop off he went to the location on the email and it made him go BACK to surfside to drop off the truck. ANOTHER 30 minutes EACH WAY. Uhaul has been a terrible service, and instead of your employees be helpful and kind, they were rude and arrogant. I will never recommend uhaul to anyone and will never use them again. We are extremely disappointed with both experiences.
One of my most horrible experience at moving was with Uhaul. I book a van over the phone with 2300 John st Markham Ontario. At the pickup time the store owner never helped with the rental. He just gave me the key to pick up the van. The van supposed to be 107 if my millage was around 60. When I got the receipt, They have charged me 450$ for it.
When I contacted them they are saying that their terms have been updated and they are charging me for the van that was broken because I accepted the term and conditions which indicates I accepted to pay for the van damages even if it was broken when I picked it up. I never was notified by store owner that van has a black plastic on top of it which is broken or damaged. Here is the way management emails with complete ignorance about the situation and put all the fault on client. Even I sent them several images of the pick up time they never accepted the pictures. Clearly they just want take money from people making up reason for it.
"Hello Kajhal. Thank you for contacting us. Our records show that a Confirmation Access Link was sent successfully via text to your phone however, our records also show this link was not used. The Confirmation Access Link is used to verify the condition of the rental equipment, including cleanliness, damage, odometer reading and fuel level. If anything does not match the pictures you would have approved, you can note it on your contract. This includes the odometer reading and fuel level as you have the opportunity to dispute either of those levels at time of dispatch. Please also be aware that our Rental Contracts have been updated to include a stipulation that if the Confirmation Access Link is not used, then you are accepting the condition of the equipment as is , along with the fuel and odometer readings as show on the rental contract. Regards U-Haul Customer Service."
They are a stain on my first time home buying experience. 1) I booked the moving help service through U-Haul, and the moving company contacted me and told me they couldn't work with my time. So I had to cancel and re-book, using the credit they gave me. However their credit does not fully cover the cost of re-booking through their site. I literally re-booked within a couple of hours and the prices were drastically different. Expect to pay an extra $40-80. 2) I had questions when I was trying to book my new reservation and decided to use their chat function. After typing in my question, I received a reply saying I would be responded to within 1 minute. I never got a response. I waited for over 30 minutes before closing the chat.
I did the 24/7 pick up and the app wouldn't let me take a photo so I couldn't advance. Had to call them and wait on the phone for 10 minutes to get someone...who promptly hung up on me! Then I called back and she hung up on me again. I'm at this point 20 minutes trying to pick up a simple truck. Finally got through to someone who let me just email my photos and ID so I could get my keys. Then when bringing it back it wouldn't let me take a photo of the mileage and gas tank. Then I get a bill for $133 on what was supposed to be a $75 bill and their wait time to speak to anyone today is over 20 minutes. I will not use this company again. Biggest hidden cost expensive hassle I've ever dealt with.
I have reserved a 10' truck online. They asked for all of the information about me: Address, a credit card and phone number, date of birth etc.... When I got to the location to pick up the truck they asked for two more phone numbers. Yes, for them is not enough one or two but three phone numbers. This is absolutely ridiculous. Pretty much they need the phone numbers of your entire family in order to rent a truck for 4 hours. I gave up and went to Home depot and rented a truck.
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