U-Haul

A full ¼ inch smaller ball, one good bump and the entire trailer could have been lost. I did miss the Van Horn off ramp but do not know why. On my return home I will try to find out. Once I finally realized I had done so I was quite a ways East. I decide to stop to talk to a U-Haul guy. I found one and explained my situation and I was shocked to hear his response, "I am not going to make a buck keeping it here, so no I cannot help you." The topography was wrong, did not start to look soon enough. The reason for doing this was to move my trailer to an area my F-150 could tow it the rest of the way to Florida. This information was known by U-Haul before the contract was created. Note: He never even asked me if I was willing to pay for the 3 or 4 days storage. As far as I am concerned, U-Haul has fallen a long way down. A buck is more important than the client.

They don't, but a woman from the regional office in Jackson calls. She couldn't even figure out where I lived and was telling me that we'd have to drive to Meridian (2.5 hrs one way) or Oxford (about 2 hrs one way) to get a truck. She then makes us a reservation for a larger truck that we can pick up in Aberdeen (about 45 mins drive), so better -- but we had to wait a day. She told me that U-Haul guarantees a truck that day (well, not so much), but not at a particular location. Still, my question is: HOW FAR should we have to drive to pick it up?? 5 hrs of driving to get our truck, to then move ourselves in another 16 hour drive??? Give me a break. Never again.

I called the next day to see about some type of discount since we only had the truck for 1 day and NOT 3 days. At that time I was told a manager was not available but someone would call me back the next day. I waited 3 days and then called back. At this point I had already been charged the full amount and the "manager" I spoke to said they are waiting to get the transcript for the phone call which could take a week or more longer (it has already been 4 days) and she had to have this before she could speak to me any further and that she felt it was probably a miscommunication... essentially calling my son a liar!!

I asked how do I have any assurance they would not just say a miscommunication over their employee stating that it had to be returned the next day. The response was they would have no reason to lie... (of course except to keep the full payment amount). I tried to explain that even if it was a miscommunication, it doesn't change that my son still understood that he had to have the truck returned the next morning and did so. I felt a discount should have been given for the 2 days we didn't have the truck. I was then told that it was not their fault if my son misunderstood and took it upon himself to return the truck 2 days early!!! I'm infuriated with this company and would not recommend them to anyone!!!

Luckily, the counter guy had a buddy in Red Deer so he called him and we got the last one there. While at the 2nd location, 3 other customers in line told us similar stories of misinformation and getting either NO equipment or not what they ordered. NOW, on top of this major inconvenience - there was no offer of a discount or any consideration to make up for our extra 4 HOUR drive plus emotional upset!! I will BUY a trailer before I rent from U-Haul again!!

My reservation had been amended to 7:30 am - 2:30 pm on the following day. So, 7 hrs instead of 48 hrs. By the time the call ended at 7:35 am I had less than 24 hrs before my reservation, which meant that according to U-Haul terms, I couldn't cancel the reservation without charge. Nice work U-Haul. I also had removal guys booked ($1800) and no truck 2 days prior to Memorial Day weekend. I called U-Haul customer service who put me through to the regional manager. After 20 mins of back and forth, he sorted the problem and told me it was done and I'd have the truck for 48 hrs. What a relief, right? Except that he'd done nothing at all except get me off the phone.

Fortunately, I double checked online and with the depot, who gave me attitude, and it turned out that my reservation was still 7:30-2:30. I called customer service again and managed to get hold of the same regional manager who claimed to have no recollection of my call 90 mins earlier. After 30 mins of back and forth and the offer of a truck 40 miles away from me, I was finally offered a 'one way' truck from another depot 4 miles away that I could drop off at a separate location.

At this point, I didn't care and took it. The following morning I took an Uber to collect my truck at 7:30 am. I would have driven myself there, but remember I had to drop off at a separate location. The pickup location was remote, in a dead-end industrial storage unit across a mud path bridge on an island. It was pouring with rain when the Uber dropped me and drove off. At this point, I realized the site office was closed. I checked my email confirmation and online booking page and, yes, definitely 7:30 am pick up confirmed.

I found a doorway to shelter from the rain, which was littered with rat droppings. I called the number for the office, which had a cheerful voicemail that told me to call back at 9:30 am. I called U-Haul customer service who seemed surprised that the location didn't open for another 2 hours, but claimed they would get someone out there. I knew this was BS. I stood for 2 hours in a cold doorway filled with rat droppings whilst rain blew in at me sideways. I was 1.5 miles from any store or shelter. It was miserable. Meanwhile, I was losing over $110 an hour with removal guys sat waiting for me. I actually can't be bothered to go into more detail about the state of the truck, the attitude of staff or any of the other problems. This was the worst customer experience I have ever had. The worst by a long way. I will never, ever spend another dime with U-Haul.

One year later, thought I would give them another chance set it all up one week ahead. Then one day before I was to pick up the truck I get an Email saying I had to drive 120 miles to pick up the truck at.99 per mile would cost me $120 just to get the truck to my house. I will never use U-Haul again They don't even care if they treat customers bad or not they will tell you that is the what it is.

On my return after 3 hours to fetch my car, it seems that their technician has broken my tail light. A quick call to BMW confirm that a new one costs $265. The U-Haul depot offer a max of $150. At this time I was exhausted, as I had only the morning open to do the install, had already cancelled meetings with clients (that is why I was in Atlanta that day), and lost a lot of time and MONEY because of the first depot refusal to honor their obligation. On arrival at my house, I made an inspection of my car, not only was the rear light broken, but also have they made multiple scratches on my bumper. Yes, I accepted $150 for a $265 replacement, but had no other option? It was nothing or the $150, sort of blackmail. And yes, U-Haul gave me $70 discount on the hitch, because their depot was not willing to honor an appointment.

But this not even approaching the damage to my vehicle, and the money I have lost by missing my appointments, with clients, in Atlanta (The sole reason I was in Atlanta yesterday). I expect the full replacement cost by BMW (that is why we buy them new from BMW), I am not interested in nonbranded replacements. I also expect more than $70 discount. I have used U-Haul multiple times over many years. This may have been the last time.

In the meantime, she suggested that I should book my trailer as they book up quickly. Ok... Let's do that. I booked a 5'x8' CLOSED trailer. We discussed what was going in it (bed, frame, dining room, etc, etc, etc. All the fixing's of a kid's first apartment). 5'x8' closed sounded like it would fit the bill. Yes, we could pick it up in Newmarket (where we live). I was, again, assured that someone would be back to me within the hour to sort out the hitch. Crickets... I called once again the following day to the Scarborough office. The woman who answered looked me up on the computer and said that I had indeed been originally booked for May 2nd and had no idea why it had been changed, but someone would get back to me shortly. I'm still waiting. Fine. Screw it... We borrowed my sister's car because she's got a hitch. Fine...

I called the Newmarket place this morning to be absolutely certain that our trailer was available and sort out final details about pick up, drop off, etc. "You're coming in at 4 pm to pick up?" Ummm NO! 6:45 is what we booked. She quickly rectified that. It's there, we're booked, all set. Good, good, good. All systems go! My husband went to pick it up at the Newmarket location and arrived 20 minutes early. They booked the wrong ** trailer??? Are you kidding me??? So now he has to take a half day off work to go to another town to pick up a trailer tomorrow, so we can load it with all the kid's furniture in 2 hours before we make the 6 hour trek to Ottawa. I'm taking bets as to whether it actually happens. I'm fairly certain my son will be sleeping on an air mattress 'till we can book another weekend to get there.

This has been, hands down, the absolute worst experience I've had with any company, enterprise, group ever in my 48 years. There's money to be made for the person who starts up a rival company because U-haul blows. Completely garbage company with zero accountability to their customers. The ONLY reason they continue is because they're really the only recognizable ones out there. Monopoly does not equate quality.

After several phone calls to U-Haul and being transferred around one of the Customer Service agents was able to find out what the issue was and correct my account information. The moving company (Good Guys Moving Company) finally contacted me and showed up on the scheduled date and time. They were in and out of my house very quickly and did an excellent job.

Well April 27th came and went and no update from U-Haul as to where my U-Box was. I called and was transferred around from Customer Service, to Traffic, to the local store in Oakland, to Customer Service again. I finally spoke with someone who told me they were not sure where my U-Box was and transferred me back to the local Store in Oakland who never answered the phone. I got frustrated and hung up. I had to take care of shipping my car and make other arrangements so I figured my stuff was in Florida and was ok (fingers crossed) even though I still had not heard from U-Haul.

After a week, past the promised delivery date, I contacted the U-Haul location in Oakland for an update, still no answer so I was forwarded to the call center for the stores and was told my U-Box would be in Florida on May 3rd between 9am and 4pm. I asked why was there a delay and was told they did not know and transferred me to Customer Service. Thank the Powers that be for Customer Service agent "BREANNA". YEAH!!! I was very lucky to be her next call because Breanna was very pleasant, helpful and said she would not hang up or transferred me. She was able to tell me exactly when my U-Box would be delivered in Florida, as well as the U-Haul location where my U-Box would be stored. She also updated my contact information and asked if there was anything else she could help me with. She also apologized for all that I had gone through on my previous calls.

When I told friend and family I was using U-Haul for my long distance moving and storage they were surprise because they did not trust them to deliver good service. With my experience I am on the fence about using them again, even for local moves. If it was not for Breanna my relationship with U-Haul would have ended. She took ownership of my issue and made sure all my questions were answered to my satisfaction. If the other Customer Service agents took a page out of the Breanna's playbook then more customers would be less frustrated with their service and probably use them for more than just local moves.

A couple days later I get a call and they are verifying that the May 4th appointment is all set. I ask him for ABSOLUTE GUARANTEE OF THIS DATE and his comments were "ABSOLUTELY, YOU CAN BANK ON IT". SO, I have to reschedule my trip because I need the hitch to pull my trailer. Now today, May 3rd, I get a call and they cannot do the installation because they had a technician quit. I told him he used that lame excuse last time but he claims it is true. I informed him that I would have the hitch installed and I didn't give a damn where he got the technician from. He suggested I go to another store and have them install it and he would call around and find one for me. 10 minutes later he calls and he found another location to do the work but I would have to come there and pick up the hitch and take it to the other location.

Here's the catch, the other store is over 35 miles farther than their store. I informed him that they could reimburse me for gas and time to get this done. His reply was "ABSOLUTELY NOT". LORD, I wish I had read all of these reviews before purchasing thru U-Haul. This whole chain of rentals and hitch installations must be manned by the "Village idiots" from every town. How can they even stay in business with all these complaints and bad press?? It must be they have a basic monopoly on the market. I'll be if someone really pursued the rental and installation business they would run this bunch of inept, worthless, uncaring individuals right into bankruptcy. I wonder if U-Haul even follows up on complaints or reimburses people for their shortcomings? I doubt it because if they did they would improve things dramatically. OBVIOUSLY THEY DON'T GIVE A DAMN ABOUT IT. Well, they'll never see another penny of my business.

I will NEVER rent from U-HAUL again. They care nothing about families or their customers as their recordings states as you wait long periods of time before someone answers the phone. And as another customer stated in her review, they do not walk you around the truck to inspect for damages or show you the fuel tank level. They just give you a key and say, "Look for your truck." What kind of customer service is that? And by the way I even return the truck a day early. Do not rent from the U-HAUL in Lisle, IL at the U-Stor-It location.

They don't know how the mistake happened and the girl in Fontana wants me to rent a truck and take it to their yard and fill the boxes and that will save my 199.00! What in their right mind will I take everything downstairs, load into a truck that I have to pay 29.99 plus mileage to take my stuff and load the U boxes, now they say that they can get the U boxes to me around 5 pm but can't pick them up till Saturday afternoon which I'll already be in Colorado and they're going to sit in a parking lot with everything I own. After this I will never use U-Haul again. I'm still thinking about calling PACK-RAT or PODS... I can't see how you can screw it up after setting it up and confirming it 2 other times that they can get it so screwed up.

However at this point I'm stuck. It's raining and I need to get the truck turned on or pay for another day so I lease the storage space. I also complain to U-Haul about their bait and switch tactics as well as their dealer not honoring their offer. I receive an email from Russ ** who says that he's the president of the company and to get in touch with him and he'll resolve the issue. So I get in touch with him Mr. ** who then tells me, "Oh, I can't help you. I'm the president of the company in Arizona. You're in California."

So at this point I go on the interwebs and find out that the CEO, Joe Schoen, went on national TV and have out his cell phone number (**) and said, "People can't get this organization to behave, I can." So I call him and get the inevitable voicemail. But, Mr. Schoen gave his email (joe@uhaul.com). So I forward the entire email exchange to Mr. Schoen. Almost immediately, Mr. ** calls me. I politely told him that I escalated the matter to the CEO and if the CEO wanted to resolve the situation, he could get in touch with me. Mr. ** then emailed me (misspelling my name) and said, "I'm sorry if my email confused you." What?! Condescending **.

I again informed Mr. ** that I had escalated the matter and didn't wish to be contacted by him. Sure enough, he emails me yet again at which point I figure that for a "president" of a major corporation like U-Haul that he doesn't even possess rudimentary reading comprehension skills. Bottom line, this company is just out to take your money. At least they could be honest about it.

2 Upton UH - I eventually dropped off at 2 Upton (also NO signage btw!). I find out that the gas attendant is UH rep! But when I ask him to sign-off, he REFUSES! He says he will not sign for a truck he knows nothing about! I asked him for his name and he would not provide. He starts yelling! I eventually had to sign the release MYSELF and take pictures for proof I returned in good condition. Wow what a bad experience!

Now I am sick, miserable, and have to take off of my work and lose my pay and I'll be having to care for some sick kids while I do it. Thank you sooo much for making no attempt whatsoever to stop the spread of disease. No Respect for other people!!! I went all winter long without getting sick once, now the weather is beautiful and I have to be stuck inside because this lady doesn't know how to use sanitizer, keep her distance, or most importantly not leave home when sick!

This company (SkyRocket) at 1501 W Little York in Houston Texas provided me the truck. The owner ** did not attempt to give me a walk around the truck, show me the mileage nor gas. But because I am a U-Haul renter I knew the guidelines that they followed and I asked him to give me a tour of the truck. He only showed me the key that goes to the lock in the back. I noticed damage all around the truck so I brought that to his attention so that there wouldn't be no misunderstanding when I returned the truck. The contract he gave me, I noticed it said the tank had 3/4 worth of gas which was untrue so I blew the horn and called Mr. ** back to the truck to show him it was a little above 3/4 of a gallon. So we went back and forth and he said just return it where the gas level is now. I said okay and drove away.

As I was driving I tried turning on the AC. There was hot air blowing out. I quickly called the shop back to tell them this problem and to see of they knew. ** stated he would write something up on the truck and get it fixed for next customer and rushed me off the phone saying he would call me back. Never did he call me back to check on situation. So I pulled over to roll down both windows. Then I noticed blazing heat on my feet as I was driving. I looked down and I kid you not I could see the whole motor/transmission of this big 26 inch truck. The heat that was burning my feet was coming from the motor plus outside heat. I immediately panicked and called ** back. He stated he didn't know what I was talking about and said he would put in a order to get situation fixed when I returned the truck.

So I pulled this truck over again and showed my husband who was following right behind me what was going on. He had to latch down the coverage in the middle of the truck to cover the motor/transmission that was causing fire heat to my feet. So by this time I am absolutely upset and I'm hot from no heat in this truck plus I'm moving around so much on my moving day, just to get back into a truck with no a/c. So unpleasant!

I finished moving at about 645pm. ** said to just call him and update him the time I will be bringing the truck back because he close at 7 but will wait a little time soon could return truck. I explained to him I could get the truck back to him at about 7:10 pm. He stated I could bring it to him as soon as they opened at 10am and he wouldn't charge me for the extra day because I'm guessing he was ready to go home. Okay fine! So I return the truck at 10am sharp. Another customer and I waited on ** for about 15 minutes to get to his business that was supposed to be open at 10am sharp. So that was just the start of ** putting me behind schedule of a busy day. I had to take my daughter to a party, and my mom was waiting on me to pick her up from having her the previous day so that she could start her day.

** checks the truck in the system and tells me I went 166 miles. I immediately got upset and wrote down every single location I went to, got on my Google Maps and wrote down the mileage from location to location. His whole attitude was he didn't care. So right in front his face I called U-Haul customer service. The representative stated that he had charged me for 166 miles plus a extra day of having truck and the insurance I added on. So while on the phone with her I asked him didn't he tell me he was not going to charge me for a extra day. He stated, "I did tell you that". Then he all of a sudden changes his demeanor and says he needs help taking it off, when at first he had this cocky attitude.

I explained to the representative I only went 63.9 miles in this big truck I was skeptical about driving in the first place so there's no way I would have even went that far. She took my complaint and I still ended up paying for 166 miles when I only drove 63.9 miles. He called his area manager ** to learn how to get the extra day off plus insurance coverage but ** kept throwing him off telling him to call U-Haul customer service, and customer service said that ** was who he needed to speak to.

So after 3 whole hours, they finally get the extra day off of my balance but I still have this 166 miles that I have paid for. Over a $100 I have paid for someone else mileage. I waited 5 business days to receive a call from someone in corporate but no one reached out to me on this issue so I called U-Haul back. Representative stated, "Oh they refunded $50 to your account". I told her I have not spoke with anyone regarding that and I wish to talk to someone before they just throw my situation away and just credit me $50. I spent well over $50 for miles I did not drive. She gives me the manager who worked on my case and come to find out, it's **, buddy of **.

So I spoke with him and he says, "Yeah I emailed you and called you (which was a lie) but I only gave you $50 because of your experience with the truck as far as the transmission showing". We checked the mileage and the mileage was correct. I told him there was absolutely no way the mileage was correct. I don't know if someone personally used the truck and did not update the mileage or what, but I know there is no way I have went 166 miles. I calculate my mileage everytime before I get a truck from U-Haul so I will know how much my ending balance would be. He insisted that he was right, I was wrong and that he would compensate me more money if he call the customer who has the truck now and they say the air is not working.

So he emails me finally today and says the customer said it was no issue with air. This has to be a joke right? Why would I lie about not having air? Why would I take out time to call them back and state I don't have air on my busy moving day. I never asked for a discount for not having air ever, so what would my intentions be to lie about not having air? I emailed ** back and said they were a scam and I would not stop until my voice is heard.

I spent nearly $300 for U-Haul that was supposed to be no more than $150 with insurance for my ending balance. This issue has caused me stress and extra money I do not have. I'm so disgusted with U-Haul. They don't even deserve 1 star. I will be writing a letter to the corporate office since no one will call me back from their office. I don't want anyone else to go through what I have been through. So just like I'm taking time out of my busy schedule on my lunch break right now to write this, I will continue to take time out of my busy life to get this matter handled. If U-Haul cannot resolve this issue and recompensate my money, I will definitely be taking this to court. That's a promise! I work entirely too hard to provide for me and my daughter for someone to take advantage of me and rip me off like that.

First is packing. We had packed most of the goods, so there was probably about 2 dozen boxes that the workers needed to pack. The workers were provided with packing materials by us. Boxes, packing paper, tape, and markers. What they called "packing," I call "throwing things in boxes and sealing them." Most of the boxes were half full and no attempt was made to use packing paper or other materials to make sure they were full and wouldn't collapse when things were stacked on them. And fragile items were thrown in with other things, and again, the provided packing paper was never utilized.

Then, the loading and unloading had gone rather well, or so we thought. However, when we went into the storage unit we found that every box marked as "fragile," "very fragile," "crystal," "stemware" or other label indicating that the item needed to be handled with care were on the bottom of book boxes or other heavy things. All of them. Every one. In addition, the half-packed boxes mentioned before were near the bottom of the stacks of other things so everything had collapsed on themselves. Mind you, they had only been in storage for a week when we found this. The home cleaning that was actually done was that the carpets were vacuumed. Since we had already vacuumed the floor, it amounted to them cleaning up their own mess. We spent about 12 hours cleaning the house after they had cleaned it.

Despite all of this, the worse part of the entire ordeal was dealing with the gentleman in the front office. I admit that I had underestimated the time it would take to pack, load and unload, so I told the person on the phone that I needed more time than was originally ordered. He told me I needed to go online and create a new contract. I proceeded to spend the next three hours trying to get the app working on my phone. As I was attempting to do this, the front office person was calling me, harassing me about payment, and threatening to call the police. I asked him if he could just take the credit card payment over the phone, and he was adamant, "No." So I asked him to walk me through getting the payment done on his worthless app. His response was that it was not his problem.

He then contacted the workers and told them to stop working. It took me about 90 minutes to get it fixed, while the workers were doing nothing. This was an hour and a half of paying them for no work. Approximately $270 that hour and a half for nothing. And for this, I got rudeness and harassment from the gentleman at the front office. At one point, that person yelled at my wife when she asked about the cleaning issue and he berated her so fiercely that she had to hang up. But he continued to call back until she told him that she was calling the BBB. He laughed at that notion and said the BBB was a joke and nobody would believe her anyway. Please stay clear of this outfit. We were taken badly.

They told me I could drive to Windermere BC, 3 1/2 hrs each way!! I had already had 2 guys flying from Toronto to Calgary to use the trailer to return to Ontario (3 day drive). I tried 4 times to explain the situation, and problem, to try to find any solution. U-Haul does NOT CARE. They DO NOT CARE ABOUT their customers. DO NOT USE U-HAUL!!! You could get burnt like I did, and they do not care.

I helped her pack the trailer and we took the trailer to San Rafael CA with no issues. When we went to drop off the trailer it was obvious this was a large U-Haul dealer. It took all of 90 seconds to drop off the trailer. They had a "gun" to read some codes much like a rental car company. I was pleased that my daughter was treated with so much respect. I would say that if you want to rent a U-Haul, go to a larger dealer that has this as their primary business, not as a sideline. Both Austin and San Rafael appear to be active communities in regards to people moving and their dealers were great. The dealers had an ample supply of rental options and their people viewed this as their business, not as a sideline. Also, I prefer to do business face to face and had my daughter do the same since she lived in the neighborhood. This seemed to create a smooth process with no misunderstandings.