U-Haul Reviews

Not only would they not work with me, but they mentioned I could schedule another week out and hope that a 10-truck is available at the pick up location near me, yet it is not promised. Their website absolutely fooled me and they tried to get more money out of me in terms of changing the location for mileage and even tried to get me to get a bigger truck for more money during my small apartment move. No thank you! Extremely disappointed. U-haul, you should make sure your website's exact when it says what is available when and where, or at least work with your customers.

Their mechanic showed up in a car with basic tools and said nothing he could do because his vendor was closed and then drove off. We couldn’t even get towed off the highway less than 2 miles to a gas station or somewhere safer. Now I find myself at nearly midnight sitting in the car that’s on the trailer running it to keep warm as my wife sleeps in our other car with two dogs. I know better than to rent from U-Haul and once this is all over I will never rent from them ever again. Penske all the way. Nice, unlimited miles and actually care about their customers.

On the day of pick up, of COURSE the app did not work and I had to call U-Haul for support. After an HOUR delay, added to the 45 min extra travel time, I finally got the keys to the truck, the $50 credit was reiterated, and I was able to finish the move. When I went to turn the truck in, of COURSE, there was no record of the $50 credit. Calls to U-Haul corporate, customer service, the dispatching station, and the ‘transportation’ department achieved nothing. Paid full fee and left, and I will NEVER use U-Haul again. Neither should you. There are other trucking rentals out there.

However, from the start of my journey, I noticed a chain dragging on the road. As I continued driving, the noise grew louder, and I was forced to make an emergency stop on the highway. Upon inspection, I found that one of the safety chains had completely dislodged and was dragging dangerously on the road. As a first-time trailer user, I did my best to reattach it, but this situation was extremely stressful and unsafe.

I immediately contacted U-Haul to report this issue, but I was unable to reach anyone at the location where I had rented the trailer. I completed my trip and returned the trailer to a different location, where I reported the issue to the employee there. This experience was both terrifying and dangerous. The U-Haul employee’s failure to properly secure the trailer put my safety and that of others on the road at risk. Furthermore, the lack of immediate support from U-Haul during this emergency was deeply concerning.

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

I’m mystified how a van with only 9,000 miles (suggesting it’s pretty new) could be so behind the times. Fortunately this was a short trip, but if I had to move a long distance, I sure would want to specify a more updated vehicle. At the storage company where I rented this U-Haul, there was a more up-to-date van (charging ports, video screen, Bluetooth, Apple Car Play) sitting right next to it. Could I get that one? No, I was told; I have to take the one U-Haul assigns me via the app, where I reserved it. I realize it’s about price point and profit margins, but U-Haul really needs to get these outdated vehicles out of their fleet.

What we wanted was a truck to move an item from Magnolia to Point Blank Texas approximately a 50 mile trip. Then to return the truck to a local U-Haul dealer in Point Blank not Magnolia the kid made the reservation as in town not one way which is U-Haul lingo for return where so be careful. When speaking to the U-Haul rep yesterday instead of figuring a solution that worked for us mutually U-Haul passed the buck saying, "Well it’s Circle S hardware that you need to speak with not us"??? Then Circle S says, "Well you signed a contract." News flash. I didn’t sign anything so as U-Haul and circle s pass the buck to each other’s neither offering a solution and blaming me for an in town rental I allegedly agree to turns out. I didn’t agree to anything because I never signed your contract. I returned the truck to Circle S because these moronic pawns speak in circles without a clue of what customer. Service or retention is.

There are other truck companies Penske Enterprise Home Depot that are more customer friendly which to Circle S is why Home Depot devours the little man like you and to U-Haul how giants like you are slayed and how the mighty fall. I personally will never use either of these two companies again. This review was very kind compared to how I truly feel so keep this in mind if you offer a rebuttal. BTW did I mention that the U-Haul rep tried to changed the wording on the contract from rental location to return location which is illegal.

I am a woman so it’s okay because we aren’t particularly prioritized. If only they would have honoured their promise I could have had better access to my things while I try to find something affordable. The locker seemed full but boxes were only stacked at the entrance giving the wrong impression of use of space. I started moving the items to other locker ss I expected movers to do optimizing the space but I am one woman not 3 men and I gave up. I asked for a smaller locker but was told there were none. I am sure that this isn’t the case. U-Haul made this harder at their own benefit. I feel that they should remunerate me for the extra space I didn’t need.

The movers came to load the truck and there was, as expected, not enough space. I called customer service to reserve a trailer (even if the representative told me there were none the day prior), and I found one in East Brooklyn, NY. It took my husband approximately 2.5 hours to go pick up the trailer and come back. Unfortunately, there was still not enough space to pack all my furniture. We had to do 2 trips (extra 600 miles) back and forth and paid an extra amount for mileage, gas and the movers to help load and unload the truck. Merle ** called on August 5th and, although she only wanted to reimburse 50$ for not having the 26 feet truck, she eventually agreed to reimburse the mileage.

We told her that we were not satisfied with the settlement and asked who and which department we can speak to. She didn't give us an answer nor an email to send our complaint to. The email address that she provided is the following: www.uhaul.com. We told her several times that this is not an email address. After insisting that it was, she stated that she didn't know of any email address and that she would call us back with the information. We asked her the name of her supervisor, she answered Will **. We asked her to have her supervisor call us back to discuss the compensation further and bring our complaint to a higher level. I am still waiting to hear back from either Merle ** or Will **.

Here is a list of the extra expenses:

Total: 1072.53$

Overall, our experience has been extremely emotionally stressful and physically exhausting for having to do 2 trips in 48 hours. Also, although we tried to express our concerns directly to U-Haul, the response has been very poor. We are not satisfied with the follow-up and there is a huge lack of professionalism from the employees for which we didn't get any apologies nor compensation.

I went into the store personally three times and found my storage unit to have an additional lock (the last time) on it for non-payment and requested it removed from an employee (which he was very polite and removed the lock). I advised him to have Teressa call me (which he wrote out a note for her in my presence). I have spoken to customer service twice and have reference numbers that provide information to said manager that I had 3 units on my account when I only asked for one. I have supplied these to the location manager as well.

I have not heard from ANYONE since 7/06 and am very frustrated and unsure what to do. I could move out of the unit; however, that doesn’t solve the issue of my double debit, lack of credit in approximately $125 and the current balance on the account ($198.85). I am giving this location zero stars and hope everyone who is looking for storage opportunities to look elsewhere. Please beware of who you trust with your money and belongings!

So, instead of refunding me for all the gas money, you charged me an additional 60 dollars for a truck on Sunday night that no one else was waiting to rent. To me, this is a terrible business. Then, you ask for a review before you send the final invoice, which is also bad business. Anyway, I will continue posting this story and reviews from other third-party sites on your Wikipedia until 60 dollars refunds me and my gas money. I have four children under five and have almost no money. Something needs to be done about this nasty business. Oh, and you don't let people go back to change their reviews after the invoice is paid. Also bad business.

Upon arrival, the movers started to load the truck but I noticed that they stopped loading the space 3/4 of the way to the top. I was worried that things would start to 'settle' upon driving and I was also worried that there would not be enough room for everything to fit as the space wasn't being utilized to its potential. Additionally, I had concerns that the movers were packing heavy items on top of my fragile items. Overall, I became very stressed out because the movers appeared as they were not trained adequately and were going to do a poor job of loading my UHaul.

When the 2 hours were up, I was left with a half packed mess. As you can see from the photo, the space was only loaded 3/4 of the way to the top of the available space. I was left with a bunch of things that still needed loading and had to try to 'fill in the spaces' myself. This was quite inconvenient for me as I mentioned that I am disabled which was the reason I hired the team in the first place. The movers buried my step stool that I mentioned I needed access to for unloading purposes. I felt disappointed that I had to finish the job myself, didn't have my step stool to finish loading and was very sore the following morning. I had to post-pone my trip as I needed an extra day to recover from having to do much of the work myself.

I reached out to UHaul, who recommended Magic Movers, and they suggested I try to contact the company directly. I reached out to the owner of Magic Movers once I arrived at my destination and was met with unprofessional responses. The owner told me that he had 'this many' positive reviews with not one complaint. I reiterated my concern about the service I received and all he kept saying was that his team would never conduct business in such a way. He wanted proof, so I supplied him with a photo of my half-loaded UHaul at time of completion. He didn't acknowledge my proof. He totally dismissed my concerns and treated me like a liar and became hostile and started cursing at me during our phone call. I have since tried to reach out to him for a resolution but all he does is hang up on me.

I thought I would reach out one more time, a month later after things had cooled down, and once again I was hung up on. I never asked for a refund, I was simply trying to be heard. In closing, I would not recommend this company to anyone who is looking for help due to a disability or needing a quality service.

The lack of communication regarding a last-minute change in equipment size and pickup location was particularly egregious. Instead of receiving notification or an opportunity to discuss alternatives, I was simply informed of the change after the fact. This lack of transparency and consideration for customer preferences is unacceptable. Furthermore, the response from U-Haul's customer service team only served to exacerbate my frustration. Instead of addressing my concerns and offering a meaningful solution, I was met with dismissive explanations and a refusal to provide any form of compensation for the inconvenience caused.

While I understand that demand may fluctuate during peak periods, it is no excuse for U-Haul to prioritize availability over customer satisfaction. As a paying customer, I expect a level of service that respects my preferences and communicates any changes effectively. Overall, my experience with U-Haul has been incredibly disappointing. I would caution others to carefully consider their options before entrusting their moving needs to a company that values profit over customer service.

YM

I admit I did not see that as all my other rentals and son's rentals from Uhaul we never received a call the day before we needed their product. When corporate said Uhaul would tell were a trailer was in my immediate area, and the drive was one hour to the location. That is not "IN YOUR AREA". No Customer service, that's all I wanted. I did not want any money or credit to my account, Just plain and simple customer service. I have closed my account with Uhaul. I closed my account with Uhaul.

Where it all went real bad is when I was cleaning out the truck (both the area in the back and the cab), I found A LOADED .22 CALIBER PISTOL UNDER THE SEAT. This pistol did not have a trigger guard, and is semi-automatic. Had I been involved in an accident or hit a very hard bump, the pistol could have fired both rounds and I could have had 2 .22 caliber bullets ricocheting around the cab. While driving through CA, if I was pulled over and the cab searched for some reason, the officer would have found this LOADED CONCEALED FIREARM. I would have been subject to multiple felonies (concealed weapon without permit, carrying a loaded firearm, having an unregistered firearm). My 3 year old son was in the cab with me when I found the weapon. I then called the Memphis PD to have them come pick up the firearm and make a report.

When I turned in the truck to the UHaul location on 3/28/2024 at 370 Union Ave, Memphis, TN 38103 and told them about the weapon, they were not concerned, said there was nothing they could do, and that I needed to call the pickup location. They also said I could call UHaul corporate. I called the pickup location, let them know what happened, and was told to call UHaul customer service. I then called UHaul customer service to file a complaint. The rep on the phone took my information, and said that someone would get back to me in 3 business days. No one responded to me by Tuesday 4/2/2024.

On Tuesday 4/2/2024, I filed a claim with repwest, since I purchased SafeMove+ for 199.99. After filing the claim, I called the Uhaul customer service line and was connected with Karina C. She was the first person at UHaul to voice concern over the situation. She let me know that no one at the store levels in either Sacramento or Memphis noted that I had found a LOADED FIREARM, and that the customer service person I spoke to on 3/28/2024 did not follow the proper procedures in regard to what happened. Apparently those people were hoping I would just go away. Karina told me that she had escalated this situation to the Sacramento Marketing Company President Melissa ** and her assistant Rebecca ** at 916-929-7555. I am expecting to get a full refund of the $3709.92 I spent to be unwilfully and unknowing subject to possible death or imprisonment.

The installer did not even give me the removed panel, I had to ask for it. When I returned for them to fix the incorrect install is when I saw the bumper damage and when I notified the manager that the lower bumper part needed to be replaced she wanted me to remove and install the new part with the incompetent installer. I told her I will get the part from the dealer and install it myself if she paid for the part. The part cost $30 more than I thought and the manager was giving attitude like I was trying to get more than the part cost. Never received an apology for all the issues or thank you for doing the install of Underbody panel and lower bumper myself due to incompetence.

To make matters worse I contacted U-haul customer service twice and got no reply to these issues from the company. Poor customer service at local office and zero customer service at national office. If you plan on having a hitch installed from U-haul, check local reviews to see if they are competent and professional. I should have did the install myself and saved $150 and a lot of hassle and aggravation.

Then on moving day in the morning the U-Haul dealer called me and said they didn't have the dollies. I called U-Haul again and got forwarded to the traffic dept again and had another had experience on the phone. Then 30 minutes later someone changed the pickup location again without asking me, and they didn't have the dollies either. We had to have them to make the move. Then I called the original pickup location again, an independent store, and she went out and found the dollies we needed, and she called traffic dept to change the order back to her location. We moved yesterday and returned the truck yesterday at 5pm, a day early. I got call from U-Haul today saying that I still needed to return the truck!!! An absolutely terrible experience!!!! I can't stress enough how terrible their customer service and traffic departments are. They made the experience much worse, instead of making it better!!!

Also they couldn't find my hitch when I went to pick up my Suv. That was another 30 minutes. Turns out the 45 pound hitch was crammed into the side door of my car on top of my fishing equipment! I have no intentions of going back to have the job done there. I don't want a hostile install of a trailer hitch. I think that would be a safety issue. Not happy at all! Lousy customer service attitude. I guess good help is hard to find.

Mind you U-Haul, Budget, Penske, and other trucks towing all were passing me as I was driving 30 mph. I even called roadside assistance and they said, "It is fine. Just drive slower." The initial part of my drive that was supposed to be 11 hours took 17 hours. Once I got the Uhaul turned in, it said I was charged an additional $110 for going over the miles.

The problem for me is I called and come to find out the $45 charge was erroneous and after multiple calls and being told a site manager will call me, they never did. So a week later I was charged the $110 and I called and they returned my call again. I was explaining that the trip was a disaster as the site manager said he can't see how this would add miles to my trip. He said, "Oh a disaster," sarcastically. I said, "Well, let's see. You do that trip," and he proceeded to say, "We aren't going to do that," and started arguing with me. He said, "I will see if the drop off site will give you the money back," which to me is unrealistic. Just beware of the misleading unlimited miles and don't expect great customer service.

We notified the customer service people at U-Haul when returning the truck and they 'made a note' in case the manager of the office wanted to review it. And we just got off the phone with U-Haul's main number and again were told that they had 'made a note on our account in case someone wanted to review it.' REALLY? People's lives are at stake! We have a clean conscience because we reported it two times... Hope the next truck renters arrive safely.

I was given Mr. ** cell number (**) to call for him to help me. I explained the issue, but he began to tell me that it was my fault, and I was driving too fast. When I tried to explain to him that it was happening regardless of the speed, he then wanted a picture of the car I was pulling. He called back after I did not send the picture and I again tried to explain that the car was not the issue, but I thought it was the trailer itself. He then began to get hostile stating “I don’t know what scam you are trying to pull” and continued to overtalk me as I again wanted to explain the situation.

The conversation got hostile, and the profanity began. I was told that if I took it to the local U-Haul that I would be charged $900. After being hung up on I then called customer service who directed me to the local U-Haul for an inspection of the trailer which indeed had tire bearing issues causing the excessive swaying. Instead of changing out the trailer there I was made to transport the now confirmed “unsafe” trailer back to its original location. (VA to RI). Not only was this uncalled for and downright ridiculous, but now I am stuck hauling a damaged trailer through a few states.

I reviewed the terms of agreement with movinghelp.com and they take no responsibility for the move or movers (none). They write that they don't even do a background check or performance reviews on movers before they allow them to list on their site. Worst of all I had no opportunity to leave a review for this so called five star mover on their site warning others that they were a no call no show which means they may have done this many times before.

Movinghelp.com powered by U-Haul allows movers that don't even show up to maintain a perfect rating by not allowing customers who have paid for services and scheduled moves to give their movers the 1 star rating they deserve when they demonstrate the worst customer service possible by no showing without any notice leaving the customer to figure out what they're going to do with a truck full of furniture and no one to unload it at the last minute. I started by saying I've used Movinghelp.com before and I would suggest you only use 5 star movers with at least 500 reviews.

Plus in their system 5 days rental, it took me 2 days. So I would be paying for more mileage and days. Not realistic and they will say that their package rate. They say they add a little more, so you are covered. If I would have gone over the mileage I would be charged $1.00 per mile and $40.00 per day. So I recommend check your mileage that you are going to pay for. If everyone gets charged like this, I think it's a ripoff. Good luck, Leland.

He told me the customer service agent, from the company he operates under, lied to me. They're all recorded calls so remember if you have an issue don't go to Joe, he won't care and you'll just be given an 800# then you get the next manager's number for Erica that refers you back to Joe. Disgusting and an absolute misrepresentation of business. I would never advise using this company.

Called U-Haul back, at the request of Moving help rep. Spoke to Alexis who was very helpful! Customer action file - **. She took the time to talk to the movers, to try to figure out what they were doing, and why. She told them the pod was ready, in spite of them saying that Uhaul gave them no pads and no POD. They told her the Uhaul location gave them this trailer and told them to load my personal belongings into their personal car. 2 guys showed up with a trailer (tiny) and a SUV. He said there are no options for this.

After I spoke with Alexis at U-Haul, she helped confirm that the pod was ready to go at the location in Scofield. She then called the Packers to confirm that they would be returning the trailer they rented with their own money they said. And that they would be picking up the pod. Bringing it back. Unloading it. They left around 1130. They didn’t return the rental trailer for an hour and 40 minutes. And I know this because I live a mile from the rental place where they got it.

They kept saying they kept saying that their boss and U-Haul messed up the order. But the U-Haul reps that I talk to at the 800-number definitely confirmed. It was their own mess up. The real issue was they were coming from northern Michigan and didn’t want to drive to pick up the pod which doesn’t make any sense. This is why they brought a personal vehicle with a rented trailer to my house. They actually wanted to load my stuff into their personal car and into this trailer drive at 107 miles south.

And then loaded into the pod. They did finally return at 6 PM. That is nine hours after I hired someone to be at my house because I was told the expected arrival time was 930. When they started packing the pod that they brought, they definitely had no moving or packing experience. They weren’t trying to fill in holes. They basically gave up before they started. My worker who I paid who is at my house actually packed the new pod.

My worker had the moving people bring him the stuff and he packed it and loaded it into the U pod so that it would all fit. The resources that JC on the move provided we’re actually the dumbest two humans ever to walk the Earth. No skill, no experience, don’t know how to pack, definitely don’t know how to move and most certainly don’t know how to load a trailer. What’s funny is once my guy had the trailer loaded JC on the move wouldn’t leave my house until they got a pay code. They literally wouldn’t leave the inside of my house.

Did I want to pay them? Definitely not do. I think they performed $500 worth of work also definitely not this whole process was an absolute joke and a nightmare. It took me nine hours on the phone to be sure that my stuff was loaded and locked. I don’t know how U-Haul handles movers who are third-party but after speaking with moving help in the 800 number the guy I spoke to was very nice and he was very sympathetic, but basically said there are no options, you guys don’t employ them, you don’t have any control over them and you couldn’t find anybody else to show up. I’m not sure how this process should cost $800 or why I should be refunded for the moving help that really didn’t happen.

Your resources drove a pod and stood and watched by my guy loaded it. I’m looking for a refund for the labor. And some compensation for my time and headache and this entire process. U-Haul definitely dropped the ball all the way around to help was awful. But I will say Alexis was an amazing representative. She followed through she followed up. She called the movers. She called the location she confirmed the pod. She definitely went above and beyond and she’s pretty much the only one that U-Haul who cared or did anything. I am attaching photos, the movers parked their car in the middle of my road, and it looked like a crime scene and a mess.

TO recap - the movers came from the North. They picked up a trailer they rented in Rhinelander (this location was not on my reservation). They paid for it on their own, no blankets, no equipment and wanted to load my stuff into this trailer and the guys' personal vehicle. Then drive my stuff 100 miles south to the Schofield POD location, and load the pod. No inventory, no lock, no way to ensure nothing was stolen.

When I refused this, they returned the trailer - drove to get the POD - brought it back, loaded it and returned the POD. They were 2 hours late to begin and this wasn’t completed until 630 pm on Friday. This is totally unacceptable for paying $500+ for labor, when they didn’t do one thing, my property manager did the loading. These resources and this process was an absolute shit show, moving help and Uhaul should be embarrassed. As of 2/24/2023 I have contacted moving help and uhaul 11 times to complain and info on my experience with no call back, no email, no contact. Do not use this service.

I called roadside assistance and the wait time was 30 minutes. I left a message and call back number, 30 min later they called back and the call was disconnected. I called back and waited for 30 minutes more for someone to answer, when they did, they told me to go online and file a report for roadside assistance. I tried doing that and the online page did not recognize my name, phone number, email address or contract number. As I was trying to get help from U-Haul, the three people that came to help load the truck where getting headaches and feeling nauseous from the gas fumes. It took over 3 hrs to get the truck loaded because we had to keep walking away from the fumes. When we finished loading the truck a 1/4th of a tank of gas was all over on the ground and I was hoping the gas that was left in the truck would get me to West Jordan Utah and that there were no sparks that would catch the truck on fire.

We made it to our destination and backed into the driveway to start unloading it and the gas was dripping faster out of the tank. I went online and chatted with a customer assistant name Mary. I told her the issues and I downloaded some photos of the gas on the ground and the patched up gas tank on the chat line, but she was no help whatsoever. I contacted the drop off location, Pendleton Towing and told them about the leaking gas. This truck is a fire hazard and hazmat should be called in. The guy at the drop off location said he didn’t want the truck on his property if it was leaking gas. He said he would call and figure out what to do with it. We are still unloading the truck my husband and son are feeling sick from smelling gas fumes all day. I’m not filling it up with gas when I take it back, it will just leak out.

I called roadside assistance three times and when I was finally able to speak to a real person, I kept getting disconnected or maybe I was hung up on. I tried to fill out a form on the U-Haul website, “Again” it still would not recognize my information. I have been on the phone, website and chat line for over 6 hrs throughout the day with no help or assistance. This has been a horrible experience with U-Haul. I am demanding that my credit card does not get charged for all this crap. I should get my rental fees, waived.

My son came in and decided to call a local U-Haul company located here in West Jordan and a young man answered the phone, my son told him all the crap we’ve been going through since noon and he was very helpful, he said he will call his district manager, Michelle and see if she can help. He said he would call us back shortly, He also gave me her number. I called his district manager Michelle, and was trying to tell her about our situation and she cut me off and told me to call roadside assistance. I tried to explain to her that I’ve tried but she cut my conversation off again. My son got irritated and took my phone from me and was trying to explain the situation but she wasn’t listening to him either and was talking over him, so my son said that he was going to have West Jordan police come town the truck out of the driveway. She kept saying to file a claim for roadside assistance. She was very unprofessional and was no help at all.

I received a call back from the young man that we talked to earlier and he said he just talked to his district manager and she said that she would send roadside assistance out to our home. We waited until 10:00 at night and no one showed up. 1/29/2023. I woke up the next morning and the truck was still outside my home. My husband and I decided to take the chance of driving this fire hazard truck to the drop off location listed on the contract. The drop off location that U-haul gave me was Pendleton Towing located at 1585 W 7800 S. West Jordan. I drove around for 45 min trying to find the location that was on my contract. After calling Pendleton's three times, they finally picked up the phone to give me the correct address, which was 1585 W. 7930 S. PLEASE put the correct address on the drop off location for your customers to elevate STRESS!!!!

This has been one of the worse experiences I’ve had with U-Haul. I’ve used U-Haul for all my moving needs. This experience has changed my mind about ever using U-Haul again. The Clearfield location knew that the truck was not safe to rent to customers. They never came out to do a check on the truck with me, they didn’t do a walk around, nothing. if they had, I would of noticed the leaking gas tank and I would of never accepted that truck. My life was put in a dangerous situation with the leaking gas, dripping all over. The tank could of exploded while I was driving it. The gas fumes effected every one who helped load the truck. Everyone felt nauseous and had headaches all day. It’s the day after and my son, husband and myself, still have headaches from the fumes.

I felt that U-Haul put my family in an unsafe environment and I’m demanding that my money be refunded back to my credit card. I will not be using your company ever again. I already filled out a very negative survey on my experiences with U-Haul. I’m going to dispute my charges on my card and I will be leaving a negative comment on the internet as far as rating my experiences and “ LACK OF” customer care. If you need to contact me, I can be reached at:.

On September 8th at 3:45 I went to the Medford U-Haul to pick up a 6 X12 Enclosed Trailer. The agreement I made with them is to rent the Trailer for $29.95 per day. I asked the employee that hooked it up to my Truck if we would check Air Pressure in the tires, he ignored my request and he declined. When I asked about a slice in the sidewall of the tire on the passenger side front axle his response was that the shop had already investigated and determined the tire “was “safe to tow.

On Friday morning September 9th 2022, I physically checked air pressure on all four tires and added air to all of them while it was cool temperatures. I found the Driver side rear axle tire 15lbs low. I traveled to my Parent's home approximately 360 miles south to Pollock Pines California to help them move out of their Mobile Home. On Saturday September 10th I brought some Furniture to someone’s residence in Placerville California. While there I stopped at a tire shop and rechecked all four tires to find the Driver side rear axle tire another 15lbs low. Sunday September 11th we spent the day loading the Trailer.

On Monday September 12th, 2022 my Family was heading to Tonopah Nevada to stay in a Hotel overnight. The distance to travel for that day was approximately 280 miles. Again I found the same tire 15lbs low, so I topped it off again. we made it approximately 90 miles and were rerouted due to flash flooding across the desert floor. The plan was to arrive in Tonopah before dusk. We didn’t arrive until midnight.

On Tuesday September 13th, before I left the Tonopah Hotel I was able to fill the Tire once again. As we made Our trip towards Mesquite Nevada across the desert floor I realized there are no services available, no Cell service, no gasoline stations for over 100 miles. In some cases there were no cars coming towards us for periods of time. In most cases no shoulder to safely pull over. The gas station after two hours of driving along the highway did not have air available. We made it to Mesquite Nevada to unload their belongings that afternoon.

On Wednesday September 14th we finished unpacking the Trailer. I called a U-Haul store in Mesquite to discuss the safety and roadworthy issues I was having with the Trailer I rented. I spoke to a very kind woman that I believed to be the Owner/Manager. We discussed the option of dropping the Trailer off in Mesquite instead of the original plan to tow it back to Medford and pay $29.95 per day of use. She stated that the total cost for me to do that would be $750. At that time we both decided that was not a good option based on cost. She recommended to call U-Haul roadside service. In addition, she made an attempt to call the Medford U-Haul to explain my concerns about traveling back through the desert floor towing a Trailer with a defective tire. Her experience phoning Medford was not accommodating at all.

The Assistant Manager Gary was not of an understanding nature. He didn’t seem to care about my concerns regarding safety. I then called Gary myself to try and explain that I wasn’t willing to continue to oversee this defective tire any longer. He at that time was rude and could care less about my concerns. He demanded I return his Trailer to Medford. He deferred me to U-Haul Roadside Service. I did phone Roadside after hanging up with him. We made an agreement to have them send a Mechanic out to my Parent's residence the next morning between 11:00am & 2:00pm to address the Tire with a slice in the sidewall and the Tire that keeps losing air.

On Thursday September 15th, 2022 I arrived at my Parent's residence at 10:00am. I checked the Tire and it again was down 15lbs. I started getting phone calls from a representative of U-Haul Roadside Service. His name was Frank, he was very accommodating and kind. He called me to let me know that they lost contact with Mechanic due to an inaccurate phone number. At that time I asked if the Mechanic would contact me when he arrived, I was assured that would be a standard practice. Frank called once again to let me know that the Mechanic was picking up two “New” Tires and he would be there shortly. Then Frank phoned again around 3:00pm to inquire if the Mechanic came and worked on the Trailer. I told him that no one has contacted me by phone, Text, E-Mail or even a-knock at the door.

Frank again called me around 3:30pm to tell me the Mechanic has stated the job was completed. At that time Frank requested I go out to the Trailer and take a look while he waited on the phone. I looked at the Driver side first and could not tell if the tire was replaced. I went around to the passenger side to find a tire had been changed, it had a paper note taped to it with a date on it April 30th “dependable”. Frank asked me again if the tire on the driver side was new, my response was, "Wait let me check the air pressure again." I got my digital gauge out of my Truck, to find the air pressure was the exact reading as that morning 49PSI. It seemed unlikely that the air pressure would be the same as when I checked it earlier that morning.

I went around to the passenger side and found the tire that was installed was at 37PSI. It is recommended that the Tire Pressure be at 65PSI “cold”. The ambient temperature at that time was in the 90’s. At that point I did believe the Trailer was still not ready to travel 1000 miles. I told Frank how I felt about the frustrating day and that I waited 24 hours for U-Haul to remedy the issues with the Tires. I told him I was leaving Mesquite at 6:00am Friday and that I have wasted my time long enough.

I then asked Frank to find a place for me to drop the Trailer off in Mesquite. He called me one more time to tell me his hands were tied, and at that point his Boss was not willing to authorize a return in Mesquite. I told him I would not tow a unsafe trailer across a desolate desert for my Family’s safety and others out on the highway. I told him it was not my responsibility to maintain a known defective tire. I told him I was not willing to tow a Trailer under these stressful conditions. I thanked him for his time and let him know that the Trailer would be at the Mesquite Store. I went directly there and dropped it off, unfortunately they had already closed for the day. On Friday, September 16th, 2022 at approximately 7:00am I phoned the Mesquite Store and left a detailed message and requested she call my Cell Phone as soon as possible.

When I reached an area where I had Cell Service at approximately 3:00pm I phoned the assistant manager Gary at the Medford U-Haul to inform him where the Trailer was. He was combative, rude and could care less about my unwillingness to tow an unsafe Trailer and why I ultimately returned the Trailer in Mesquite. I told him that I had made an agreement with his store to pay $29.95 per day for use. I also told him that it would have been less effort for me to just pull out of the Hotel and head home. Rather than deal with a Company that doesn’t apparently care for my inconvenience or my concerns. I told him we would need to come to a fair agreement on my cost, and I will in fact dispute any additional charges he threatened me with. When we arrived at the Hotel I discovered an E- mail Invoice from the Mesquite Store for $1721.50.

On Saturday September 17th, 2022 I again called the assistant manager Gary to let him know those ridiculous charges will be disputed and that I wanted his Boss to call me Monday morning when he returned to work. Gary stated that his Boss was basically not interested in talking with me. I also made it clear that I could have returned the Trailer that day before the agreed time 4:00pm after 9 days of rental at $29.95 per day.

On Monday, September 19th, 2022. I called U-Haul Customer Service and was given a phone number to the Territory Manager in Las Vegas area. I phoned Freddy ** and he listened to my story with compassion and understanding. He wanted to speak to the Manager at the Mesquite Store. He told me he would get back to me soon.

Later that day I got a phone call from Gary’s Boss, he was also argumentative, rude and talking over me. There was also someone in the background making unsolicited comments about not making a claim sooner. At that point the Boss was not really listening to me at all. He could care less about my reasons for not being willing to tow an unsafe Trailer across a desolate desert without services for miles and what lead up to that decision. He was more concerned about the Trailer not being in Medford. We also talked about who is ultimately responsible for operating a motor vehicle with a known defective Trailer on a Highway. And that U-Haul does not provide a spare tire with the Trailer. We also talked about the tire with a slash in the sidewall was ultimately deemed unsafe and replaced by U-Haul Roadside Service.

I also pointed out that a consumer has certain expectations of a Rental whether it goes 20 miles from Medford or 1000 miles. We also agreed that a Trailer Tire should be set at 65PSI Cold. We also talked about that the 3 most common failures of a Tire are: Over Inflated, Under Inflated, Over Loaded. Later that day I phoned the Mesquite Store to ask why I never received a return phone call. She seemed less helpful than the last time we talked. She did explain to me the Computer generated a $1721.50 Invoice not her. She did acknowledge telling me it would cost $750 if I dropped off the Trailer in Mesquite September 14th, 2022.

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!

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!!!

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.

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.

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.

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.

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.

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.

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."

If that doesn't scream "We only care about our bottom line" then I don't know what does. The main point to take away from this is unless your moving plan goes without any problems or issues every step of the way then I would rent else whereas I don't think U-Haul's century old customer service model will help you very much.

The red headed guy came in and I asked the same question. He was quite rude with his answer and I told him so. Kijana said, "I am taping you" and I paused. He started taping and saying, "You are trespassing and you have to leave. You will not get any service." I stepped back and stood at the door. Kijana said, "You have to leave. You are trespassing and I am calling the police." He pushed the button for the police and we waited for the Police outside. Asheville Police Officers saw the silliness of this matter and told us that one clerk said he would not to wait on us. We still needed to return some boxes. We left. We were belittled for pointing out rudeness. After this and many years of using U-Haul we will never again.

I finally got Tonya, the supervisor, who changes the pick up time. Not even an apology, but insisted Bobby D spoke to us. In other words, I was called a liar. She stated we had to call the OKC office to make changes to a reservation, not the place we placed our reservation with. I stated that U-haul made the change, not us. Insane! We will never, never use U-Haul again. I would rather buy a small trailer than have to put up with inconsiderate, uncooperative and ridiculous business practices.

Our home sold at the beginning of October and we’d need to be out by the 30th. Soon after accepting our offer, we booked our reservation for a 26ft truck. This truck was to transport all of our 3br home from Carlsbad, CA to Austin, TX. We were shocked to see that a one-way truck would be $5500 but given the times, we were fine sucking it up. To help support our move, we bought plane tickets for family to come in to help, rental cars to help convoy back to Texas and of course, lodging along the way. When booking online, there were instances where we saw certain locations could not guarantee our reservation but we made certain to book one that could. Additionally, it was stated with our reservation confirmation that an agent would reach out to us the day before to confirm the exact location of our truck as pick-up location could be different.

Sure enough, they called as stated however it was to inform us that there were ZERO trucks available in all of Southern California. As if they didn’t see this being the case way ahead of time. I was literally in disbelief as we had so much riding on this reservation. The less-than-empathetic associate on the phone stated our only alternative was to get 6 pods dropped off and once shipped, we’d have our belongings in 4-6 weeks. I asked to speak to the manager and of course they weren’t available. I asked to have them call me back and of course they didn’t.

At this point it was clear that we had to solve U-Hauls mess. We were able to find a shipping company that could move us in such a short time frame however we had to pay significantly more as it was full-service and our only option at this point. So what was a $5500 move was now $13,500. Of course, that’s not including the additional $2000 for having to cancel non-refundable plane tickets, rental cars and hotel lodging as we no longer needed any of it. Side note: In calling around for new moving options, I found it interesting that almost everyone stated they heard about U-Haul doing the same to someone else recently. We were most definitely not the first as we were starting to see a trend.

In the end, U-Haul offered us their standard $50 reservation refund. Aside from this being insulting given what we had to resolve (and pay out of pocket) it’s really unfortunate that companies of this size can get away with this. Bottom line, people don’t want an apology, they don’t want $50, they want a reservation they count on. If U-Haul can’t offer that then they should assume financial responsibility for their lack of ability to manage rental equipment. Reservation #: **

My box was not delivered on time, due to a truck breakdown or something. No one from U-haul contacted me to inform me of this, I had to call U-haul to find out what was happening. The box is still at my new apartment, empty, and has not been picked up on time either. I was hung up on again when trying to find out if I was being charged extra for their mistakes and late delivery. U-haul is a horrible service. Use someone else, literally anyone else. It will save you hours of wasted time on hold only to be hung-up on. Even if you get through after waiting on hold for up to an hour or more, they will likely not tell you any useful information.

Everything was done via phone and text and then I was checked in as having taken the truck before I ever arrived. There was no registration information in the truck or any copy of my rental agreement. Fortunately, I was not stopped by police during the drive to Massachusetts. They are stripped down bare bones cabs with no insulation. The truck was very loud and handled poorly. Gas mileage is nowhere near the estimated 10MPG.

On returning the truck: U-Haul apparently will grant a rental franchise to anyone. This convenience store had some retail items in disarray in the back. They were put out I was bringing back blankets. They asked me to back the truck into a tight space after they checked in. They were not able to give me a receipt or any return paperwork. They said they would email it to me. When I got it is was all zeros no confirmation of final payment if any. I returned the truck a day early and expected a credit. The phone app and the computer app they were using both had technical issues and could not pull up the truck I was returning. I am done with the poor customer service that U-Haul provides. There is no value in renting from that company.

Initially delivered two boxes. Had to fill those as they needed the trailer. Took those away and brought the other two. Filled those and took them to the new house. They phoned again needing the trailer on the day before we had scheduled people to empty them. Insisted on taking our 2 boxes the day before the move. Did not give us another option. Refused to work with us. The GM talked over us and just repeats what he wants until he gets it. Pawned me off on the transit manager who was supposed to call within 15 mins. Never got the call and had to call them. As soon as the woman on the phone saw which account this related to her demeaner drastically changed. One word answers and she hung up on us. Extremely rude and unprofessional.

When picking up the trailers the day before our move the GM was incredibly rude to both my partner and I. He banged on our door VERY loudly and just walked away. Wouldn't talk to my partner. Just pointed at our car that I guess he wanted moved yet again. They also broke the neighbor's fence when placing the original trailer at new place. When we mentioned this the GM could not have cared less. Told us the neighbor would have to file a complaint. No apology. Nothing. Called to complain about the behavior of the GM and the second person we talked to was very rude as well and insisted that they talk to me as they refused to talk to my partner. She ended up hanging up on us. Very professional.

We had to constantly shift our plans around to suit their trailer schedule. We were never given an option. They would just show up and take our stuff without a care in the world as to how it would affect our move. When we insisted that they return our stuff on moving day they just gave us a string of excuses and hung up on us AGAIN. We never even came close to getting what we paid for. There has been no offer to compensate us for their schedule extending our move. Quite the opposite, they hounded us for $13 we apparently owed them.

I'm a 46 year old professional and I have never in my 46 years on this planet been treated with such a lack of respect. The GM's arrogant and flippant attitude was stunning to both myself and my partner. This was single handedly the most negative moving experience I have ever encountered. I would avoid this location at all costs and certainly do not use their box service. We will be seeking compensation for all of the above but I highly doubt anything will come of it but more hang ups.

I am submitting this complaint against the Uhaul Corporation. In October of 2020 I rented a trailer from Uhaul and I was moving from Sacramento California to Sioux Falls, South Dakota. My first leg of the trip was from Sacramento to Reno, Nevada. After pulling the trailer over one of the highest mountain passes in California, we got a hotel room because something was definitely wrong with the trailer. My 20 year old son was following me in his BMW Z4 and we got like a Go camera so he could videotape the drive just in case something went wrong. Well it did.

The next morning we went to a local Uhaul dealer in Reno and explained to them what was happening. They in turn told us we must have loaded it wrong and to repack it. And assured us this was a normal thing and they were sure that was the problem and that the trailer was safe to pull. So my son and I spent all day repacking the trailer and then hooked it up to my truck again and took it for a test drive. The trailer was still bouncing all over the road and I felt like it was going to go off the road and take my truck with it. So we thought okay let's try it again but this time I discarded more of my personal belongings in hopes that would help to alleviate the problem.

Please note; I had already left behind almost every piece of furniture I owned because this was not a large trailer. So now I am just discarded items that were things that could not be replaced by any monetary amount offered. But now day 3 in Reno and I had a job I was suppose to start in less than 2 days. We had to get to Sioux Falls soon. So now after discarding my personal belongings and please note I was not even close to the maximum weight allowable. So again we do a test drive and the trailer was still bouncing all over the place and I was terrified of pulling it with my truck. Well another night in Reno and the next day I told my son I could not bring myself to pull that trailer. I knew something more than way I packed it was wrong.

So I had paid extra for coverage on the trailer if something happened. And I called the number on my contract with Uhaul and told them that I was unable to pull the trailer and Uhaul sent a mechanic out from another company they subcontract with. The mechanic checked under the trailer and in no more than 5 minutes stated it must have been in a crash or something and he could see where some things were repaired but the leaf springs had not been touched and that there was no way Uhaul and inspected or safety checked this trailer.

I have videos and pictures of everything he had pointed out and he confirmed how lucky I had been while pulling this trailer and he was not even comfortable to pull it less than 2 miles a way to another business subcontracted with uhaul where I was suppose to pick up a different trailer. (Please note in the pictures I have there Is a brand new sticker on the trailer that said it had just been inspected within the last 10 days.) Anyhow now I have proof of a video of me pulling the trailer with my truck and it bouncing all over the highway. You can literally see truck drivers passing me and actually driving on the outside on the far side of their lane because of how dangerous it was. Now I have a mechanic's testimony and pictures of all the mechanical failures of this trailer.

So now we go to this lot and of course wait and wait and wait until finally someone returned a trailer. Which of course the people at this business treated me and my son so badly, I mean terrible disrespect because the had promised that trailer to someone else and now uhaul I'm sure knowing they had extremely screwed up forced them to give us that trailer. Well it was almost closing time for them and in no way were they going to help us empty or reload the other trailer. They actually told us we had less than an hour to do this or the trailer with all my belongings would be locked in the yard and they would not give me any promises regarding the safety of my items and had even made statements how the yard had been broken into numerous times and it was in a very bad area.

So my son and I had less than an hour to empty and repack and it was 98 degrees that day. I want you to know those business owners and employees were nothing short of monsters and I suffer from Afib a very high risk heart condition and I thought I was going to have a stroke and my son literally killed himself to make this happen and to protect what little I had left.

So another day and finally on our way. Now the reality of that I could never make it in time to secure the job I was late to start. But now we had a problem with weather. If everything went as planned I would have had 4 days before the 1st South Dakota snow storm. But not only that my son absolutely cannot drive his car safely in snow or ice. But because of the delay now it's snowing in Rapid City, South Dakota and the main highway is closed. So now we had to go around the storm and get to Sioux Falls, South Dakota by going way out of our way thru Nebraska. Again more hardship and more financial costs with extra gas and hotels, etc. It took us over 7 days to get to Sioux Falls. By that time I had no job, and now had no options of renting a townhouse we had setup. No employment. I can also provide proof of losing the job with a written or verbal statement from the manager who had hired me.

So now I have to find a hotel to stay at that would accept 150 lb dog and my cat. Not easy and not cheap. I ended up completely spending everything in my savings on just surviving until I could find another job and then move into the townhouse. It took almost 2 months and all my savings almost $10,000.00. I had to rent 2 storage units for my personal belongings and 1 for my son's vehicle which could not be left in the snow. The townhouse we were to rent had a garage. All these expenses and all the loss would never had happened if Uhaul would have done what they are contractually and legally liable to do is to safety check and inspect the trucks and trailers that I paid 4X their normal amount to rent.

Not only did they falsely claim to have inspected this trailer, they had raised their rental fees 4X more than they had just 6 months prior and I can prove this they took advantage of having the monopoly on this business and price gouged all the customers that were leaving California at that time by the thousands. Also to rent a trailer from South Dakota to California was like said 1/4 less than going the other direction or go to South Dakota from Arizona and the cost was 1/2 or less than they were charging people leaving California. People leaving because of quarantine and the riots and the danger. How nice for this company to go to the utmost extreme of taking advantage of people during the pandemic. I have no doubt they ignored and/or shortcutted their safety policies because they were making 4X more profit.

So to make matters worse I finally was contacted by an employee from Uhaul after emailing them about what happened and wanting a refund, etc. I have voice mails to prove they did contact me. They gave me $200 for me and my son having to reload the trailer since their policy is to have their staff do this. But the woman I spoke with promised and again I say promised to call me in a few days and we would come to a financially benefitting settlement. She never returned my call at all, NOTHING!!! I tried to contact her, unable to. I tried to speak with someone who knew what was going on. I must have had to tell this story 20 times and all I got was more empty promises and lies.

At this point I had to focus on just surviving. And it has taken almost 11 months to get on my feet. It has not been easy. And my son and I still suffer hardship because the money in my savings was suppose to buy furniture. My kid sleeps on a couch from the thrift store and we barely have furniture at all. No kitchen table, no dressers, etc. I am still experiencing loss because Uhaul did not safety check a trailer they rented to me and also promised to make it right financially and just blatantly lied and lied.

I worked with the local mover anyway because I had to be out of my apartment. I rented a truck and a storage unit and the truck rental guy said he'd met several other people who needed to rent trucks short-notice because U-Haul didn't have the equipment they had reserved, and most of them had found out the day of their move! Even though I couldn't see my movinghelp.com reservation, I was still able to pay the local mover through the website's system. Cut to a month later, I discovered that the second half of my reservation was never cancelled when a different mover from the same company called to tell me they couldn't find my U-boxes.

In summary, U-Haul let down a bunch of people moving in Wisconsin, my local movers, and me. As far as I know, they did not proactively reach out to any customers affected by the "error." Their website deletes reservation information without cancelling the reservation. I also couldn't send a review to U-Haul corporate without an active reservation.

Worst of all, in the midst of all of this confusion and ineptitude, he opened the hatch door of our brand new BMW X3, while the rack was in place, causing TWO dents right in the middle of the door. To go along with the scratches on the bumper. I don't know about their actual rental business, although I heard quite a few complaints during my 4+ hour stay in the office, but they should stick to that and avoid promising service on something that they have no right doing. I filed a claim with their insurance carrier. After 3 weeks I was told that it was "Tied up in Corporate".

We were then told that another location had it, upon arriving (the manager knew we were on our way), he closed the lot for the night. We were then forced to rent a room in Arizona so we could wait to the next day. The next day when the lot opened, we saw the trailer and it was not what was advertised on the Uhaul website for at least a one bedroom apartment. We were directed to another location where the only call we received was from a reservation agent. Each time a reservation was updated, the information was incorrect.

When the trailer was found, it turned out to be an open trailer, which at that point we had no other choice. Upon picking it up two things occurred; One: we went over the contract, which is when I asked the question about timeline, We expected to drive through the night and be in San Antonio the next day (less than 48 hours of having the trailer) and would be charged per diem. The sales rep then said yes, it was per diem and whatever day we turned it back in the price would be prorated. We then also had to have the hitch wiring installed (which we later found out that this install damaged the wiring to my fuse box causing the signal/hazard light fuse to constantly blow). We left with the trailer only to realize that the tarp that we purchased was not given to us. We had to turn around and go pick it up because it would only be honored at that location.

When we arrived in San Antonio, we quickly unloaded and returned to the location. At this time, we had still yet to hear from anyone regarding the awful experience we had within the three day period. It was at that time that I learned about the fuses blowing, after visiting a mechanic I was told that our options were to fix the wiring or snip the hitch wiring to avoid it. I was not about to spend more money over Uhaul's carelessness, so I snipped the wiring.

To this date, I have not received a single call, email or letter from Uhaul about their poor customer service. Only one to inform me that the amount of almost $700 would be deducted and to rate my experience. I called back and informed them that this was not what was agreed upon and that someone needed to call me back as this was unexpected, not to mention costs to fix the issue of the wiring. NO CALLS BACK. I disputed with my bank and was just recently denied. Again, at no point did Uhaul contact me or try to resolve the issue by agreeing to at the very least half the cost. Their customer service is horrendous and they prey on those that just need to get things done without fully explaining the contract. They are too in a hurry for the next victim that they don't disclose everything to you. Nor will they actually listen to their customers to try to make the experience a little better.

-The initial issue came when the order we placed online was cancelled because there was no truck to deliver the U-Pods for weeks; he had to get a ride to the site, rent a pickup, load and deliver the 3 units one at a time. He was told that the fees for mileage and first month rentals were going to be removed because of the inconveniences.

-When he returned the 2nd Pod, it was discovered that there had been some damage (on site) to the 1st. *With all of the issues this has not been addressed formally.

-With one exception the customer service has been rude, ineffective, and incapable. The most annoying aspect is not being heard completely before interrupted and transferred from one incompetence to another, no one taking responsibility to hear and resolve issues created by U-Haul... not even and especially "supervisors/managers."

-The contract/online account was never accessible when customer service "corrected" the order; it was discovered that the whole process was in someone else's name, credit card (because they got an email about the order); and the units were never scheduled for shipment.

At this time we are waiting for a call from the manager who promised to straighten it all out and call by Tuesday. Still cannot see our order, don't know if or when or were our things are going to get here, I am physically moved with NONE of my possessions, our PRIVACY and someone's CREDIT INFORMATION is being exposed. If I weren't living it, I wouldn't believe it could be so profoundly messed up.

They then sent me to the next closest store with equipment which was supposedly available. They assured me that the equipment and packing supplies were present there and apologized for the inconvenience. This store did not call to confirm equipment availability. I drove over 100 miles to that location only to find out that they did not have any van or supplies. They then called around to every local rental location and found one with confirmed equipment available. The clerks at this second location also said the third location would have my supplies as well.

I drove over another 65 miles further away to make the pickup, and finally successfully got the van and trailer. Unfortunately, this location did not have the packing supplies. I had to return to the original location (approximately 185 miles away) to pick up the boxes and such. Uhaul 'gave' me 175 more miles on my contract to 'compensate' me for the additional 185 miles I had to drive one-way. Uhaul did not do anything about the $100 worth of extra gas or 7 1/2 hours of time I burned. During this time I called my landlord and requested a 1 day move-out extension, but was denied and threatened with being charged a full month if I miss tomorrow's move-out day. I then returned home and worked for 16 hours straight (overnight) to pack everything up. I made my scheduled move-out inspection appointment with only 13 minutes to spare and passed it first try with no additional charges.

Uhaul's car trailer is a bit different than other companies. First of all, you cannot detach the trailer from the truck while loaded. The trailer's landing gear cannot take the weight. This means you have to unload the trailer in order to detach it from the truck to do things like loading the truck. Uhaul also does not have the low capacity single axle full car trailers. Those are nice because they lower the coefficient of friction and save a lot of fuel. The 'van' itself is exactly what I was expecting from a mid-sized fleet box-truck. There are 2 cigarette style lighter outlets, which was nice because I could charge my phone and use my Garmin which was in the kitchen drawer for a few years since I got a car with built-in GPS. The 'van' also came with air conditioning and warning triangles in case of breakdowns. Not all companies provide this with moving trucks.

The truck did not come with GPS or cruise control. There are rails along the left and right truck walls which you could use to tie-down light furniture and such, but I wouldn't use them for something really heave like tool chests, ATVs, or machining equipment. There are no medium or heavy-duty tie downs at all in the truck bed.

The turn in process was almost straightforward. I swept out the truck bed and ramp, which prevents a surcharge. I found out that I went 29 miles over my allotted mileage, 10 of which came from the pickup location change. Uhaul 'forgave' these miles 29 miles. I turned in the truck 6 days ago and am still awaiting a response to my e-mail looking for a fare reduction due to the extra 370 miles I had to drive on pickup day.

So now I have to wait 1-2 days before I move and then drop everything to go up to 100 miles away which translates to 200 miles (100 there and 100 back) and I am in the Bay Area which could translate to 6 or 8 hours of drive time the day before my move!! Like I have nothing better to do the day before I move!! I would take my business elsewhere but unfortunately unless I want a truck nobody rents one way trailers. My only real option is to just go buy a cargo trailer which is just what I may do....

I returned the truck to another location (as I had a one way trip) and the guy says to just leave it with the key in. It is now the next day and I have four missed calls from them, two voicemails (one which was incoherent and seemed like a butt dial), in the second voicemail it says I have not returned my truck. I call them getting put on hold for a half hour before speaking to someone. This still has not been resolved. Overall 0/10. I have to move again very soon and I will certainly not be renting another U-Haul. The stress of this experience has caused my entire move to be way worse and more stressful than necessary.

I lived in NYC but for personal reasons, I reserved my truck out of Newark, NJ. They were very polite, very understanding, and they really went out of their way to help me find the size of truck that I needed for my move. But what really took me by surprise and made it all worth the minor inconvenience is that after I got to Florida and sent an email to their customer service, within 3 hours, Mr. Nick **, I believe a supervisor, judging by the way he was talking, was on the phone with me.

He explained to me that because so many people are moving out of the NY/NJ area, and very few people are moving from Florida to NY, they have to depend on their customers for when they will be dropping their trucks off and at which location and etc.. Obviously, that made a lot of sense but I was not aware of that when I wrote my email. Nonetheless, he was very apologetic about the inconvenience that I had experienced and he went out of his way, to make sure that I was happy with the resolution - and I was!!! Thank you Mr. Nick ** and it was a real pleasure talking with you!

We finally reached UHaul's Scheduling Department. They found a truck (after every local UHaul location told us no such truck existed for 100 mile radius), but now we had to find someone, at a moment's notice, willing to drive our vehicle back from the new location 100 miles away because we had to drive the truck back, too. (This meant gasoline costs for our personal vehicle of 200 miles round trip just to pick up the truck). Had it been a local truck, we could leave the vehicle in town, and a friend had agreed to drive it 5 miles back to our home. Miraculously, the friend agreed to drive our personal vehicle 100 miles and take the time to make the new 3.5 hour round trip down and back to pick up the out of town truck.

We finally got the truck loaded and drove to within 2 hours of our new location. The movers hired through Moving Help on the UHaul website, who were to unload the truck, called and cancelled, citing car trouble. Because I had to hire someone last minute to unload the truck, the only people available with any ratings were $200/hr as opposed to the original movers at $75/hr. I had no choice but to hire them. Did you know that if you underestimate the time you need for the move, you will need to pay cash to the movers for the extra time? Well, I didn't have $400 cash in case the unloading took too long and no way to get to a bank two hours from my new home. I had $150 to cover an extra 2 hours at the original rate. That wouldn't cover even one hour with the new movers. So I had to overestimate the time needed so I could just pay online with my credit card. Big mistake.

Did you know if you overestimate the number of hours needed, the movers just get to keep the extra money they did not earn? Yep. So I guessed 5 hours and it took 3. (Mostly because the new movers stuck stuff in the garage or the laundry room to avoid taking things upstairs. One of the two movers was elderly and frail. Felt sorry for him but guess who gets to take it upstairs now?) At the new hourly rate, this meant I had to fork over $1000 for unloading that I had previously scheduled for 4 hours at $75 ($300).

We originally planned to return the truck to the location in the city from which I moved. The driver lives there. But since that truck reservation was lost, we now had to decide whether we should leave the truck in my new city or drive it to the location 100 miles further than anticipated (300 miles one way). Remember that UHaul charges for extra mileage. Also, even if the person drove the truck back the 300 miles, they would be stranded 100 miles from their home, which was in the city from which I moved. And the driver did not have time for the extra 3.5 hour additional drive time required. In the end, we turned in the truck at the new city and rented a car for $400 for the person who drove the truck to get back to their home in my former hometown. Bear in mind that getting a rental car in 2021 with no prior reservation is no small feat.

We searched for hours with every location saying they had no cars. Finally, we drove out to the airport (this was not close by) and every rental place said they had no cars. Finally, skipped the line and went to the "Gold Membership" desk, where the agent said to make a reservation online and they would honor it. Crazy, right? You don't have cars unless I reserve it online (on the spot) and then show you my phone with the reservation number. That is what finally, magically, produced a car. Oh, did I mention that some of the moving supplies I ordered from UHaul arrived so late (days past the promised arrival) that I couldn't use them and had to buy supplies locally because the packers needed them on time? (Anyone need a bunch of packing paper and bubble wrap? "New in Box") Any move is exhausting, but this was a nightmare. Such an expensive nightmare.

Their actions are cruel and not taking illness and extenuating circumstances into account. What's more, the SAME DAY I was released from the hospital, I waited in the Sandy Springs/ATL location for over an hour for the renewal to be processed!!! Since then, I've held on the phone for literally hours trying to get help--each time I get a different answer as to why I'm paying $77 for what should be $19.95! At one point, I was told, "you're not going to get all of your money back." Customer care at its finest...

My problem is this. When my wife made the appointment she asked if there was an issue returning the truck early. They said no problem. We did return it two days early and found out U-Haul does not refund the early days returned. I asked U-Haul where that was written and they said somewhere on the contract, which they did find and e-mail to me, but was written in such small font it was difficult to read and vague in the meaning, which I believe is why my wife missed the extra days they charged us for originally. As for the refund on the early return, when my wife asked, the counter person, they should have told her there is no refund for early return and good luck on finding where it is plainly written.

Also she had an issue with the brakes stopping the vehicle a couple of time. We called and reported it and they said it was up to us to keep going with it or have a mechanic sent out. She was 4 miles from home when it happened twice, but she made it home. Later we found out they issued the vehicle back out with no problems found. As a final note, don't try calling unless you have plenty of time. It took over twenty minutes for the quickest call to be answered. It seems to us U-Haul is trying to get every penny possible without giving the service they used to supply. Also the cab was not the most comfortable to ride in.

I had to pay someone to drive a truck down from Utah to California to me to be able to move. Then, the 20 foot truck, even though I had asked for specific dimensions, they lied about how big the truck was. A 20 foot truck is actually 16 1/2 feet long with an overhang over the cab that they’re counting as the extra square footage. Only, they don’t tell you that part. The truck wasn’t big enough and I went to the local office to rent a trailer, only to find out it would cost me $5,000 to rent a trailer one way to put my extra things in because they refuse to let their trailers leave the state and would triple fine me for not returning it to that location. After many hours of calling and repairing the story to 5 different uhaul people over the phone (they kept passing me off to other people) they said they’d rent me a 26” for an ADDITIONAL $2800 (plus fees and taxes) to go from California to Utah in top of my other 20” payment I had made, seriously!

On top of being consistently over stressed for a month about the rental, being lied to consistently, and severely mistreated, disrespected and hours sitting on hold by their terrible customer service, the auto transport didn’t fit my car! They asked exactly what type of car I had and the one that they gave me did not fit in my car. It took us two hours and YouTube videos to find a way to get my car to stay on the auto transport. We had to put boxes underneath the tires to lift it so the undercarriage wasn’t scraping. Completely unsafe! On top of that, there was no safety hook attached to the front of the auto trader and because of the faulty equipment it took us an extra two hours driving because we had to stop every hour to double check the straps. By the way, one of the two straps came off during the transport.

Driving the truck wasn’t any better, the transmission didn’t sound like it was shifting gears properly so it really struggled to drive, especially On inclines. It was crazy noisy. It was hell. I hate U-Haul with a passion. They clearly do not care about their customers. They jacked up the prices as much as they possibly could to get the most money possible, lied to me consistently for a month, And completely screwed me over as well as giving me a faulty equipment. Horrible experience. Honestly if I had to do it over again I would’ve paid the extra $500 and gone with Penske or one of the other rental places to begin with.

In addition to that, the contract number I was given and that is listed on Uhaul.com for my account is apparently, as of today, not a viable contract number and another one is now associated with my cell number, even thought it isn't listed anywhere on my account on their website. There have been NO emails to me letting me know that the boxes are delayed past the June 22nd delivery date or when they will be expected or where they are. I was counting on a large company like Uhaul to be better and they are not.

When I made my reservation, even though I put my destination as Jackson, WY, the drop-off location was given for a town in another state about 45 minutes away. I had no way of knowing that there was actually a drop-off in Jackson. When I tried to change the drop-off location after finding out I could do it 45 minutes closer, U-Haul said that they would charge me double and "there was nothing they could do." So, I dutifully drove the extra 45 minutes there and 45 minutes back. When I did drop it off, there were MULTIPLE trailers like mine, so U-Haul clearly did not NEED it in that location. They must have a horribly antiquated computer system to not be able to make a simple location change. I will go out of my way to avoid U-Haul in the future.

I have seen tons of 26' at the 4 different U-Haul I went to in person. All saying the same that they won't let those trucks and trailer leave the state. I then tried to by a tow hitch and have it shipped to me and said it would be here in 3 days. It is now 5 days and all they sent was the ball and clip both I can get a Walmart or O'Reilly for 1/2 the price. I used to use U-Haul for all my moving needs for the last 10 years. I don't know if it is a CO thing but I will never use them again. A bunch of scammers.

I called the 800 number to try to sort this out and was on hold for 50 minutes waiting to speak to a representative. I was transferred numerous times, the rep always saying, "I'm not the one who can help you". When I finally got to the right person, they told me I was out of luck, that no trailers were available in my home town. She told me that this was the end of the month and it is not uncommon for this to happen at this time of the month??? Now I have no trailer for my move tomorrow. When I got off the phone, I called the dealer locally to make sure no trailer was available...and was basically told that "Uhaul does this many times to customers". I am livid about this and will NEVER do business with Uhaul again.

Out of frustration I initially asked for a full $300 refund as the services were not delivered adequately, but I told the corporate rep I’d settle at 50/50 since I did ultimately still use the service. He said $100 was all he could issue but would not further explain why, and when I asked him for a third time to explain he said “I’m sorry we can’t resolve this further for you, you’ll have to take it up with the local manager.” And hung up on me.

I’ve now been on FB messenger with a rep who says they offer a $50 refund for an unfulfilled reservation and as they’ve already offered me $100 there is nothing more they can do. She also offered a $30 U-haul gift card. Uhaul, are you really telling me you don’t have $50 in petty cash to resolve this to satisfaction? That sum is nothing to this company but to me it’s a week of groceries. Appalled by the lack of customer service when the company is at fault.

Long version: I made a reservation for a 26' truck and when I drove 30 miles to where they had the size I wanted, I was told it was not available: even though it was parked outside. They told me I could rent a shorter truck and drive another 20 miles to get a 4' x 8' trailer. When I got the trailer the chains were dragging on the ground: not just a little, a full foot of each chain was dragging on the ground. I decided to not use the trailer since I could not even see it and the thing was a joke that did not even have a device to lift the tongue off the ground. What a joke. The lightest, bare minimum box on two wheelbarrow wheels you can imagine.

So I took off in the truck and a mile from town a chunk of metal came off that looked 3' long bouncing down the freeway at 70mph while cars swerved to avoid it. My guess is a catalytic converter cover. Well the old girl got so hot it was burning my feet, no AC, and some of my wheels on suitcase melted in the back, but, by GOD, we made it. Had to stop and let her breathe a couple times each mountain pass. I was praying she would not break down with most of my belongings, and the LORD saw us through.

Since I could not get a 26' truck I have to make two trips now and pay for both of them. Turns out the price per mile is the major cost and it is the same no matter what size the truck is. Uhaul does not care about their mistake and not available to answer the phone either. If you do wait all day to talk to them, all you get is a call center anyway. The call center has a rude woman whose only skill is to give you the number for customer service. Anyway, I left their stupid trailer on the side of the road and told them to come pick it up. Not sure how much that will cost me but I tell you what. I WILL NEVER RENT FROM UHAUL AGAIN AND I MAY EVEN START VANDALIZING THEIR TRUCKS AT RANDOM FROM NOW ON. Tired of getting screwed by some huge corporation that is so nice until they have my credit card numbers and then they are busy and rude.

I now headed to Tom’s Family Car Wash in Gilbert. Upon arriving there I was met by a distressed employee who informed me that their system was down and so her manger was requiring her to do all equipment check ins and check outs on her personal smart phone. She was the only employee at the desk and was responsible for managing the Uhaul orders as well as help all other customers who came to the desk for their car wash payments. This employee was clearly stressed and in need of assistance. She had not been given sufficient training on how to complete Uhaul orders and was unfamiliar with the functions of her phone. She called three times for her manager, Allison, to come help her. Allison would come and give limited assistance then leave again instead of staying to walk her employee through each of the steps she needed to take or at the very least be on standby to help other customers who came to the line.

The employee did her best to complete my order informing me that my truck was to be returned to my designated drop off point with an 1/8th tank of gas. After a few more minutes on her phone she triumphantly exclaimed that she had finally gotten through the process and could give me the keys to the truck. (It took almost an hour for her to reach this point.) I was not given anything to sign. No written contract with guidelines for usage or a fee schedule. Only verbal communication of the expected 1/8 tank at return and the keys.

I took the keys and found my truck in their parking area. When I opened the door to the cab I was greeted with empty water bottles and dirty, discarded face masks all over the seats. The windows were filthy and covered with bug guts from its previous usage. (Strike two for Uhaul for renting equipment that is filthy which at the very least is taboo in the climate of a global pandemic and more than a little unprofessional.) Given the arduousness of the check out process I also checked my bank account to see what charges were applied to my credit card. I discovered that I had been charged the rental fee three times in total, amounting to more than $700. (Strike three.)

I called Uhaul and waited on hold for about an hour before reaching a customer service agent. I explained that I had been charged my rental fee three times and would like two of those charges removed. The customer service agent claimed they had already taken care of it. (Great!...Right? Just wait.) After emptying the truck in CA the next day (Tuesday) I drove to my designated drop off point. The store was closed but had an after hours drop of with instructions to login to my Uhaul account and follow their online steps for completing the drop off. I logged in and found out my rental reservation had been deleted and I was not able follow any online prompts for returning the truck. (Strike four. Aren’t you only supposed to get three?)

Again I was on the phone with Uhaul. Once I finally reached a human I explained my situation and that I was trying to return my truck. He told me that, that wasn’t true because his system didn’t have record of it. Yet, somehow, I was sitting here with a truck. (Customer service at its finest ladies and gents and if you’re still keeping score that’s strike five) Our call got cut off before any headway was made and I called again. Now I’m speaking with someone new. I recount my saga to her and she says “Uh...I don’t know how to help you.” (Strike six! I’m under the impression that Uhaul should consider some revisions to their training modules.)

She puts me on hold to try and “figure something out”. When she returns she connects me to someone in the CA transportation division. He tells me that the woman who “rented” me the truck, never actually “rented” me the truck so there was no record that I had picked up the truck and my reservation was canceled. (But she somehow was still able to charge my credit card three times. Interesting. Oh and strike seven.) The gentleman from transportation instructed me to take the truck to a hub location two miles away and leave the truck in the parking lot and the keys in the overnight box. He would call the hub in the morning and wave any additional fees. So, I drive the truck to this new location (which was over 5 miles away but I think we’ve already established that details are not Uhaul’s strong point) and I leave the truck as instructed. (Surely this game is over. Right? Think again. This was only the seventh inning stretch.)

The next morning, Wednesday, I wake and check my credit card account. Not only are the three original charges still listed but I now have two new charges for $188 and $29. Also, in my inbox are contracts for a truck rental I’ve already returned, and a receipt for the $188 which indicates it is my equipment rental fee. I have no explanation for why I was charged $29 nor why I’m being charged another rental fee for equipment I’ve already returned so, to the phone I go. (We are up to strike 8.)

After some time on hold someone answers and I immediately asked to be connected to a manager. A few minutes later I’m speaking with Faith who tells me she is a customer service manager. I go into what is now my fifth or sixth retelling of my tale because apparently you aren’t ever allowed to speak with the same person twice when you call Uhaul. Faith isn’t able to tell me what my charges are for because she works for the customer service department so I wait on hold while she contacts the finance division.

15 min later Faith comes back and tells me that the finance department can’t do anything about the three original charges but that she’ll give me some authorization codes so I can call the number on the back of my credit card and perhaps reverse them that way. (Why I now have to put in the work to undo the mistakes that Uhaul made I don’t know...but I digress. Strike nine.) Faith further explains that the other two charges are the $188 rental fee and a $29 fee for returning the truck to a different location than originally assigned. Our connection is getting choppy so she wasn’t able to hear my inquiry as to why I was being charged when I was directed to change the drop of location and assured that any new fees would be waved. We lost our connection shortly after.

I called back again and was connected to someone brand new. I asked to speak with Faith but this new person didn’t know a Faith and didn’t know where in the country Faith was located so didn’t know how to contact her. (That’s right strike ten. Apparently we are aiming for MULTIPLES of three in this baseball game.) The woman I was talking to now read Faith’s notes on my file and eventually found her on Uhaul’s instant messaging system. I asked her to please ask Faith for her direct number so I could finish our conversation. Her response was that Faith didn’t have a direct number and that Faith would reach out to me directly instead. So I waited.

I never did get a call back from Faith (strike eleven) but I did get an email a few hours later from David **; Area Field Manager. He said he had reviewed my file and saw that I was charged a total of $217; $188 for the rental and $29 for fuel because I had brought the truck back on an 1/8 of a tank instead of a 1/4 of a tank like my contact had stipulated. (In case we need a review I wasn’t given a contract until the day AFTER I had returned the truck and this explanation for the fee was different than the one Faith gave me before.)

I returned Mr. **’s email explaining that I had not been given a contract until after I had returned the rental and that the only fuel information I had been given beforehand was to return the truck on an 1/8 of a tank and therefore the $29 was unauthorized and unprofessional. I requested that he please remove the $29 charge from my account as it was Uhaul’s negligence that resulted in a return on an 1/8 of a tank, not mine. Mr. ** curtly responded that the $188 rental fee was granted with a $27 discount contingent on the return of the rental with a 1/4 tank. (He had highlighted this stipulation in my contact for emphasis but once again (louder for the people in the back) I didn’t receive a contract until THE DAY AFTER I RETURNED THE TRUCK!)

His counter offer to my request was to remove the $29 fee from my account but rescind the $27 discount as well leaving me to pay the original rental fee of $215. (Apparently a $2 discount was sufficient compensation for the mountain of unprofessionalism Uhaul had displayed. Strike twelve.) I responded again to Mr. ** that his solution was unsatisfactory because I was essentially still being penalized for non-compliance to a contract I didn’t receive until AFTER the fact. I asked him to review my file again and come back with a more appropriate solution. I never got another response from Mr. ** and my bank statements indicate that he never did as he proposed nor as I requested so I’m stuck with the $188 rental fee and $29 fuel fee and more than a sour taste in my mouth from the unprofessionalism of this entire company. (I think we can count that as strikes 13-15.)

(Side note: the original three rental fees did eventually disappear which is a minor miracle because when I called the number on the back of my card they said they couldn’t do anything to reverse the charges and didn’t have any idea of what to do with authorization codes Faith had given me.) So 15 strikes later and this baseball game from hell is apparently played out. Uhaul’s customer service is disappointing at best and their area field manager seems to think that the best course of action when presented with a logical proposal for resolution is to ignore it. Clearly an apology and company accountability is beyond Uhaul’s capabilities.??? “So it’s one, two...fifteen strikes, you’re out!... Just kidding. Let’s blame the customer team...at the Uhaul ball game!”??

I have used them successfully several times, in & out of state. My sons use them when they were in college, & job transferring. We have never had a problem, & we saved a lot of money by packing & securing the truck & driving ourselves. You will have several companies, within your area to choose from. Everything is done online. Tipping is left up to the customer. I always did, because I felt like they earned it.

Secondly, when I picked up the uhaul finally it only had a half of tank of gas in it, not 3/4 like I was told, so I called the Martinsville location and spoke to the lady there about it so I wouldn't be charged 4.00 a gallon when I dropped it off and she didn't seem to care, I was told through your customer service that I would recall 70.00 credit off with my 100.00 deposit back and I'm showing here that the 100.00 has been sent to my card but not the 70.00.

Thirdly, when I dropped off the uhaul the guy there reran my debit card to get payment for something I had already paid for, luckily that didn't come out, then he said I didn't put the gas to 3/4 take which I kindly informed him about it, so really this experience was a very bad one and I will not recommend or use uhaul again. Bad customer service, no 70.00 credit as promised which that does need to be honored. Changing locations without notifying customers is unacceptable, overall very poor service.

I asked if they would reduce the price to what was quoted and I was told rudely that I didn't read the small print and that there was no 100% guarantee given. It isn't their fault I didn't read the details and it isn't their fault that I need to drive 10mi further each way to get a trailer that was much bigger than I needed. I gave them 5 days notice prior to the day I needed the trailer. When I started to ask about the misleading quoting process and that I felt it was extortion that I was being told to pay more after confirming with my credit card, the service rep said that I clearly was upset and she would not be willing to help me as a result.

So in summary. I confirmed a specific size, date & location to pick up, reserved with my credit card... and then 24hrs later was told I "needed to pay more" and drive further, opposite direction to pick up and drop off and had to get a larger trailer. No compromise was offered. Nothing but rude condescending comments about my inability to read and their lack of concern. Then told I was being rude and basically not worthy of their service. The kicker... what other options do you have? They can treat however because they know there is no competition in our general area.

The nasty woman I spoke to, Aaliyah, was disgusting. Most unhelpful, nasty person. I asked to speak to her Supervisor. But, of course, she claimed no Supervisor available. I will never rent anything from U-haul ever again. What's the point of making a reservation if you can't hold on to a truck for the person. Now it's almost 7pm on a Friday and I have no way to move. Thanks U-HAUL! Great job!

The trailer leaked and destroyed some furniture. Nope, the insurance is for the trailer! ON TOP OF ALL THAT, after I had made the most ridiculous arrangements to get myself moved across country... a week after I thought I'd forgotten about all the mess... they charged me for a toll that I had already paid!!!! I called and talked to a number of people over the course of about an hour and NOTHING. They wouldn't even waive a $6 toll that was already paid!!! GO PENSKE or someone else that rents trucks/trailers at ALL COST!

P.S. I had not written a review on their website! ON TOP OF ALL THAT, this is what I got on their website when I tried to write a review: "Review already submitted! Thank you! Our records indicate that your review for this contract has been completed. If you have additional feedback or inquiries, please contact us through chat, email or by phone. Thank you for choosing U-Haul."

He said extremely rudely that he doesn't care about my rights, I can sue him if I want to, and that I either wear a mask or get the hell off the property. He further added that he doesn't care if I spend my money there and that I could go to Penske or Budget instead, if I don't like it. I obliged, and said I wouldn't spend my money at a place that treats other human beings in this manner. All the while that this was going on, the employee who demanded I put a mask on was standing about 3 feet away from me with his hot headed manager on the speakerphone. So much for 6 feet apart for being so afraid of a virus. I called the U-Haul 800 number, and said I wanted to make a complaint about the manner in which I was spoken to and treated in general. They told me that I would receive a call within 72 hours from the general manager. Well it's now beyond 72 hours later, so I went to the Uhaul website and chatted with a customer service agent.

They advised that the case had been closed out by the manager, and that they could reopen it if I wanted. I said that I would like it reopened, but have no interest in speaking to the same hothead that was on the speakerphone on 12/19/2020 as it will get nowhere considering the complaint involves the way he treated me. Just so anyone reading this knows this is a legit review, the reference number Uhaul gave me reference the complaint is **.

Maybe they are some good reviews because of same location pick up and delivery BUT their one way service is a HASSLE to go through! They just change their pick up location as they pleased at last minutes. They send you an email late night after hours, which you might not see and called it an excuse that they did inform you of the change which is too late to change our plans for the next day at that time anyway. They don't call you in early morning a day before to try to let you know or give you alternatives so you can schedule your day accordingly!

Previous time was the same thing, We went along and went to the location they changed it to and when we arrived at the new location where they sent us off to pick up, they said, "NO SORRY we don't have the truck," and sent us to a different location and they also sent us to a different location from there and after 3 location and FOUR HOURS we got a Truck. Can you believe that!! What company does that and stay in business for this long?? If it was one time, two times, you could say it's okay, it happens but ALL the time, IT'S NOT ACCEPTABLE. I will leave a review everywhere I can so dear customers know what kind of company they are dealing with and watch for disappointments.

U-Haul failed to update the order to reflect the fact that I only used one U-Box. MovingHelp.com failed to realize or admit they only received one box. The crook from "SafeCare Moving" that knew there was only one box, but accepted payment by MovingHelp.com for 2 boxes didn't update the order to reflect the change. U-Haul points the finger of blame at MovingHelp.com. MovingHelp.com points the finger of blame at Blaine ** of SafeCare Moving, and round and round they go. Nobody taking any responsibility for the extra $400.00 charge I was billed. Do yourself a huge favor. Do not use these people for your move. Do not give them your credit card number.

I called to correct the erroneous time frame, thinking that would also correct the price hike. The reservations agent corrected the time frame, but that correction did not change the price. I was told that the extra days were given for "free" so the change in price wasn't because of the additional days, but he could not or would not tell me what the increased price was for. After several more phone calls and one very unproductive online live chat session, (the agent in the chat session ended the session while I was typing a question) I was eventually told by another agent that a few days before my call, there was a rate increase added to my reservation.

I had a friend log into U-Haul's website and request a quote with my exact details and dates, the prices on the website were the same as we were quoted 3 weeks prior. It appeared the "rate increase" was just for my reservation. The last agent that I spoke with had no explanation for the increased rate and suggested I contact the "regional office" and request they honor their original quoted rates, which were printed out for me at the store. Fortunately, we were able to rent a similar truck and trailer from Budget Truck Rental for $1100.00 less than U-Haul had intended to charge us. I cancelled the U-Haul reservation, we will not be patronizing any U-Haul businesses ever again. Had we not checked the reservation before moving day we wouldn't have been aware of the "rate increases" until we picked up the truck, it would have been too late to make other arrangements at that point. Scandalous!! Zero stars for U-Haul.

Lousy experience all the way around, except for Trish. The only person who tried to provide good customer service. I read the other reviews on this site saying how messed up the UPod service is. If I had read reviews beforehand I would have never attempted wasting my time with Uhaul’s UPod service. I found a full service moving company with excellent reviews which will cost just a couple hundred $ more for full service for my 200 mile move. I haul never again!

Somehow, they still managed to send my POD to a Uhaul location that wasn’t “the correct drop off district for my address” Even though I gave Uhaul the correct address, they told me that they didn’t have any drivers to come and deliver the POD to me since it was not “in their district.” I wish I was kidding when I say I spent a week actively calling Uhaul customer service, trying to find someone who would help me because the location of the store that had my Uhaul POD in Alsip, IL did not care. I finally found a manager at their corporate office in Phoenix named Nathan who helped me get my POD a week late, but Uhaul still refuses to fairly compensate me for the move that I had to take a week off of work to coordinate and orchestrate.

I am currently filing my 3rd complaint (I’m still unclear where the last 2 complaints went, but I haven’t heard back). I will update this post to let you know if there is anyone at Uhaul who cares about customer service. That said, I have moved 10+ times in my life, and this was the worst experience I have ever had. I 100% do not recommend this service.

Fast-forward to today, I receive a call from the National office telling me that the truck I rented over the phone the other day is not available for when I booked it. When I told her that this was not acceptable, she hung up on me. I am extremely dissatisfied with this whole experience, and I am not even able to leave a review on the dealer's site, as they have cancelled my reservation number, or on their Facebook page.

The only guarantee this, provides is for U-Haul to be able to cancel or alter a reservation completely at the customer's expense. After booking a 26' truck 6 weeks ago for a one way delivery, I was informed 2 days before the move, that the requested truck was unavailable. They offered a 15' truck, a glorified pick up truck, that would required at least one more have be returned to the original location, more than an hour away. I called their customer service line to and spoke to several people. All told me there was nothing that could be done. There were several trucks available in the area, but I was told they were strictly for local pickup and drop off. Several suitable alternate trucks were available but were for strictly for local pickups and not one way travel. Calls to several agents, managers and schedulers went nowhere and only empty apologies were offered and that there was nothing they could do.

I've taken screen shots of their site since then where equipment is offered but at rates almost triple what I have quoted. This guarantee allows Uhaul to ensure they have customers weeks and months in advance, without providing the customers any protections. If demand spikes they can simply cancel as many reservations they like, and book to people at the new higher rates. And the $50 credit to a future moving truck is not going to do a lot of good. All this at my expense. Be wary when booking with Uhaul, they may have a lot of inventory, but they're lacking in integrity.

Later I received an email that it was time to check in to pick up my U-Haul truck. Without telling me, U-Haul had moved my reservation to a location more than an hour away and 8 hours later. I called customer service and I was informed that U-Haul had "honored the reservation". It was my fault for not driving to the distant location, 8 hours after I needed the truck, to complete the reservation. I was also told that some customers have had to pick up trucks as far as 4 hours away. No attempt to rectify the situation or address my complaint.

To make matters worse, they told me someone else was scheduled to pick up the same sized truck that night, and told me if that customer is late picking it up (by only 15 minutes!!), that they would give away their truck to me - saying they can't hold trucks and that they have to make sure the trucks are utilized. I couldn't believe that they would do that to that to a customer, and it made me think that they gave away my truck like like they were about to do again! I spoke with the Manager on the phone, and he offered no apologies, concessions, or offer to help locate another truck. This is the worst customer experience that I have ever received. I will never do business with this U-haul location ever again. I reported the incident to the Regional Routing Manager at U-Haul, but I did not get the sense that they were going to take again against this location. My advice is stay away from this U-haul facility.

When I called this morning they said the "traffic dept" would contact me to confirm everything on Monday, 9/21/20. I advised them that today was 9/24/20 therefore did not receive a phone call. I was told that someone would call me today. I received a phone call approx 3 PM to indicate that the location was in Brick Twp which is almost 2 hrs away. I asked for the supervisor and was told she was the "reservation supervisor". After I complained about the unprofessionalism and lack of notice since my move is 2 days away, she advised she could find me a 17 ft truck 30 mins away. Due to the lack of time I had no choice but to secure any truck as I am afraid I won't have any due to short notice. I will never rent from UHaul again and warn everyone to do your research.

I had to scramble to find another truck with another company last minute with 1 day left in my apartment before I had to pay another $1800 in rent. Had $1500 already taken out of my account by Uhaul and had to lay out another $1900 for a 16 foot truck from a competitor. That 4 feet I lost from a 20 foot truck I thought I had to a 16 foot truck I ended up with forced me to leave behind a lot of personal items I’ll never see again because it just wouldn’t fit.

But wait, there’s more. My wife rented a cargo van from them for the same moving day to pick up stuff in storage for the big move. She requested a hand truck, they told her they didn’t have any when she picked up the van, then tried to charge her for it when she returned the van without the hand truck. They screamed at my wife over it. U-Haul doesn’t even deserve 1 star. Absolutely the worst experience I’ve ever had in my life with a company as well known as this. Unprofessional doesn’t even fit how horrible it was. I will never use them again. I will tell everyone I know never to use them. Awful.

They asked for my receipts and made me wait an hour after arriving on time to put the transport on the truck. Come to find out they were helping another customer with transport when I already paid for truck and transport. They gave my transport to another customer when I paid. This is unprofessional business and I want a refund. I had no where to go because they did not provide me with a transport. They didn't care about the situation they put me in. I want the two guys fired!!! That is no way to treat a customer with disrespect. I will file a complaint with Better Business Bureau and Attorney General Office.

Now I had to leave the truck at the U Haul location and drive somewhere to sleep and eat and go back to the location and find another U Haul that has auto transport because of your incompetent employers! This is a lot of stress and I am going to file a police report because I called the police. Also I just found out they sent me an email canceling my reservation so this tells me they canceled to make it look like I never paid for a truck and auto transport. So they ended up giving the customer the auto transport that I paid for by canceling what I already paid. This is unprofessional business and outrageous the two guys need to be fired! Patricia **

I called the following day on the 9th of August and a customer service rep stated my ubox was not yet in Chicago and still in transit, something none of the customer service reps mentioned at all the day before, she offered $50 each day my ubox did not arrive. She then hung up on me without saying goodbye or asking if there was anything else I needed. Fast forward 3 days my ubox was still not in Chicago, I call uhaul August 10th and am informed actually my ubox was delivered on time on August 7th, so I am not owed any money (not sure why each customer service rep is seeing different things and telling me different things), this person who was on live chat ended the chat without waiting for me to respond.

Later that day I get a call from the scheduling department to inform me my ubox will be delivered on the 11th, this person was rude, interrupted me while I was talking, told me they were not late as my ubox was in Chicago since August 7th, and no one guaranteed delivery on August 8, despite me waiting at the condo for 6 hours and taking off of work to be ready to accept the box, and refused to follow through on the refunds I was promised by the prior agent. Mind you on top of all of this each wait time while I was on hold was an hour each time, and I would get transferred to multiple departments and people before actually speaking with someone. Not to mention every agent sounded like they were still in bed sleeping and completely incoherent. I will never use uhaul again, I will not recommend them to a friend, and I would give 0 stars for their customer service because it actually does not service any customers at all.

3. Over Charging for mileage. (ALWAYS TAKE PICTURE OF MILES BEFORE AND AFTER.)

I ordered the 10 inch truck on friday for the following day. I received a call from a very nice lady, who advised me that the 10 inch truck was not available. I asked if the 10inch truck was available that Friday evening she checked and came back and said yes. I would have to be there by 7pm. I said no problem. When I arrived to pick the truck up around 6:45pm, the clerk advised it should be returned by 9pm. I advised the lady said 10 am. Another man turn looked at me and in a very rude manner stated the truck had to be back by 9 no. Instead he said, "8:45 because we have to clean the truck for a customer." I advised no problem. They gave me the keys to the truck (which was dirty when I got it).

I dropped the truck off around 10:30 pm and went back the more around 7am to drop the key off (as it was dark and I could not locate drop box). I went back to the location when they open to get receipt. The same rude man advised he could not find the key, am I sure I put it in the box, he know he did not take that key out the box. I asked him why would I lie about dropping a key in the box. He stated he is sure he did not take the key out that box and he did not have time to deal with this now. He had other customers to assist (like I was not a customer), he would call me when he finish. Well when he called me he informed me that I took the wrong truck.

Keep in mind I took the truck that they showed me and gave me the key to. (He never apologized for their mistake.) At this point he tells me that I went 30 miles, I advised I did not go 30 miles and I took a picture of the mileage before and after. The pictures I took showed I only went 17 miles. After I advised him what the mileage was he charged me for the 3rd time. I now have 3 charges on my account over $100. I called the bank only find that the charges have not been reversed. I called U-Haul again only to be given a reference number and approval number for the wrong receipt. I will NEVER use this UHAUL location again!!!!

Um, excuse me? You mean, it's gonna take me a 4-hour round trip just to get the truck? In other words, half the day I had planned to be moving (and enlisted the help of friends, who also have lives and schedules of their own). The woman kept offering me a rental "at my preferred location" for the following day, which would have been too late. Again, do you not understand how moving and lease agreements work? She showed no empathy and acted like this way of doing business is totally normal--like there is nothing shady about U-haul just waiting to see what trucks arrive the evening before your rental and gambling with your plans.

Her manager was only slightly better and at least apologized. But he acted irritated and "business as usual" too. He said they were going to have to call 125 other people and break the same news to them. Are you kidding me? What a slimy, broken business model. Thankfully a kind friend offered their pickup truck so I was able to cancel my order. Never again will I patron U-Haul.