U-Haul

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.

2018 - We rented a box truck to move from our rental to the house we purchased. We showed up to pick up the truck and the store wasn't open. After waiting in the parking lot for an hour, an employee showed up and proceeded to tell all of the customers that the person who was supposed to open didn't show up. He used vulgar language and was completely unprofessional all around. They didn't have the truck we reserved, so we were forced to rent a smaller truck.

2020 - We rented a box truck to pick up a piece of furniture. We made a reservation and arrived to pick up the truck. We were told they had no record of our reservation, so we were forced to do go through the process all over again. New truck, none of the extra materials we ordered with our reservation. Then U-Haul double charged us - once for the reservation truck and once for the new truck the store made us get. We've been trying to speak with the customer service billing department all day and after going through the menu options, it says, "I'm sorry, try back later."

If I could give negative stars, I would. How is U-Haul still in business when this is how they operate? It's ludicrous that I've required their services 3 times in 5 years, and have had issues all 3 times. In the event we ever need a box truck in the future, we'll use anybody other than U-Haul. Everything from the trucks themselves, to the store fronts and people that work them, to their customer service, is not just lacking. It's non-existent.

I stopped overnight and in the early AM contacted UHaul. A late fee was incurred waiting for the service man. He found that the air conditioner engine was broke and needed to be replaced with the needed supply not available until the next morning. I had to stay overnight in a hotel and the next morning drive without air conditioning to the repair shop. (Uhaul service personnel wonderful in Biloxi, MS) Another delay of 32 hours, with a late start to drive, on a scheduled 48 hour drive. In Houston, TX, the air conditioner engine that had just been replaced that AM, began stopping and starting for the duration of the trip. In July, the heat was almost intolerable. There is still a problem happening in the truck. Engine light is on.

I had to drive late into the night to reach my destination on early Tuesday AM. The trip I had scheduled (and have done several times), consisted of 2 days of day light driving. A 2 day drive extended into 4 days, with uncomfortable, delays and mandated night driving. I was expected to be home by Sunday, 7/12/20, but due to these repair delays from old equipment, I arrived instead in early AM 7/14/2020. I am not a young woman anymore, so this heat, delays, problems were very difficult for me.

The negative I had to absorb for this trip: Monday, 7/13/20, the day I had MY planned birthday celebration had to be cancelled (thanks a lot—63 years old, waiting for an old UHaul to be repaired, 3 States over). This is UNFORGIVABLE. Rescheduling of movers, as I had 2 storage rooms to load and unload, which had to be changed and rescheduled. Unexpected expenses for food, hotels, cleaning clothes, as I was not prepared for such delays for me and my dachshund. Unexpected traveling without air conditioning. Delay and usage of my valuable time.

There was NO Reason for the UHaul location in Pineville, NC, to give me OLD equipment that was not able to drive across the country, had not even had minimal maintenance updated on it, and no due diligence to ensure lights were working. I should have been given newer, functioning equipment that had a much better opportunity to drive across the county.

The truck they gave me had been in a previous wreck with the bottom of the truck torn and hanging off the truck. A sticker was on it, stating it had been previously claimed by insurance. Honestly, the Uhaul in Pineville, NC, just wanted to have someone rid them of this truck and the old car trailer. This rental had to do more with them getting rid of old equipment than giving me the proper equipment I had paid for and usually get from UHaul.

My life was put in harm’s way by UHaul renting me a defective car trailer and a truck that was not up to date on its maintenance. Not having an air conditioner in July on the Gulf Coast was not healthy for a 63 year old. I was charged $74 for returning the truck 1 day late, despite me being delayed 40 hours on 2 different repair stops. UHaul used to be a company where the equipment you rent was in good shape. No more. I was compensated $50 for my hotels, food, 40 hour delay, driving without air conditioning, and 2 stops for repairs.

As I stated in the last email. I went online and reserved a half ton in Shawnee OK but when I got there it was closed and the lady on the phone said they took it to Midwest city. The lady at Midwest city was so snappy on the phone I just hung up. When I got there the manager stuck me with a van. I used way more gas than I would have in the half ton truck. I am asking for a full refund, if you ever want me to use u-haul again. This has been a nightmare and it's still going. Now I have to take time. I don't have to call the credit card company and write you all. Please email me.

After about two weeks now the reservation still remains open and I am still being charged the amount. I've spent over 6 hours on hold while being bounced back and forth between departments while everyone just tells me they can't help me. That's such and such department. Part of the charges that I am being charged are from the days the U-haul was in the impound lot. I am unable to get an actual finalized receipt which I need to claim due to traveling because of government duties. This has been a catastrophic experience and not one U-haul representative has helped me solve these issues.

When I called customer service, they had the nerve to A. Tell me it was my fault because I had not confirmed the reservation (What? There was no way to do this), and B. Send me to another phone line for scheduling help that they guaranteed me would be open at the time of my call, except, of course, it was not. When I finally came back to pick up the truck at 9, the site provided only one of the two dollies I had asked for and paid for, also with no advance notice. I was able to get some money back by DMing U-Haul on Twitter, but I will never use this company again for anything related to moving.

I had already arranged to be dropped off at the interstate exit by my neighbor on his way to work and now I needed to wait in a not so desirable neighborhood. GIA was unable to find me a better location. I asked for my Guarantee $50 and she laughed at me. I asked for a supervisor, next came TISH an area manager. USELESS and not willing to help. Bottom Line: I now rent with BUDGET. Military TEAM, Budget gives 20% off your move.

The next day I called about the money that should not have been taken out of my account, and uhaul employee told me that wasn’t a problem on uhaul end that I need to take it up with my bank. I called back and spoke to another uhaul employee and she stayed that the money was just on hold and it would be released within 48 hours. It’s been a week now, I called again and was given 2 authorization codes, and told to call my bank and give them these codes, and hope for the best. I have run out of patience, and this is unacceptable. A supervisor with knowledge of all the details beginning with the reservation I made, needs to contact me within 24 hours, with the solution that will be acceptable by me, for this to be resolved. Or further action will be taken, Thanks, Jill **.

Pretty much nobody knows what they're doing. When I got the second box, all the totes were upside down or on their side with the contents everywhere. The first box's door was bent to the point that I could not get the lock off, and after finally getting the lock off, to close again, I had to use a hammer. If you are looking for a cheap way to move and Uhaul sounds less expensive than hiring movers, DON'T DO IT! You will regret it, and in the end, it will not be cheaper!

Meeting with realtors, who's schedule I was on for a move-in, to Medical appointments, which were even more difficult to reschedule due to their traveling to different offices weekly, and had to cancel physical therapy due to the delays interfering with their schedule. Called corporate office and representative Very cordial and directed me to scheduling. Same story, "maybe in a few days". No help there reserving, first come first served, and additional travel beyond the 30 miles involved. They have us as a captive audience when in living in a rural area.

Today at 4:47pm my card was charged $89.40! I call customer care center and spoke with an agent that had no clue about my $100 deposit and tells me that the extra 89.40 was for my late return! I asked to speak to her supervisor (Samantha) which also could not explain to me about where my money went and why or how my deposit went missing through the mobile app, why I was over charged at the time of pickup and that’s why I received the $65.00 and why I was told on May 1, 2020 that the extra day was taken out of my deposit and the $65.00 is what I had left. I was also told the $89.40 was taken because that was my extra day with the truck and she reopened my reservation for her higher up team to look at.

I don’t know if this is an issue with the mobile app or the U-Haul employees don’t knowing what they are doing. Why am I missing my $100 deposit and another $89.40 has been taking from my account? I have used U-Haul over 6 times in the past 10 years and have never encountered these issues until I used this mobile app but after dealing with my money missing, nobody can explain where my money went and the company is still taking money from me, I will never waste my time with this company again! U-Haul has stolen from me and my family! I am a very disappointed customer and out of $189.40 with horrible customer service and lies from my agent on May 1, 2020 nobody has yet to help me!

I did what I needed to do without incident, put more gas in it than needed and proceeded to return the van. There were 2 drop offs ahead of me so I waited patiently in line. A different employee approached me and took my key, asked if I replaced the gas and told me I’d get a receipt via text. Never received the receipt.

The next morning I checked my credit card statement, and discovered a $550 charge! I called customer service and was informed this was for damage to the vehicle!! I informed the rep that there was no way I had damaged it, but there was nothing she could do besides email me the incident report. She then asked if I had done the vehicle inspection prior to leaving the lot. I didn’t know what she was talking about, the rep never explained anything about an inspection and this being my first time, I was naively unaware of this procedure.

Not only did the rep not inform me to perform a vehicle inspection, they took the vehicle back, never called to inform me of the damages and never emailed a receipt. They just charged the card on file! No explanation- no correspondence— nothing!! I am now taking this up with corporate because I feel scammed. Why wasn’t I informed of an inspection prior to leaving the lot? Why didn’t they call me after I returned it to ask about damages? Why didn’t I get a receipt like they stated I would? They just charge your credit card and hope you don’t realize it. Sounds very fishy to me. Please be aware. This is the Mt Pleasant location in New Bedford, Massachusetts.

Since calling U-Haul this week to get my refund they're saying because they're extra miles. They credited me $80 of the $127 because of mileage. So all the stuff they said they were giving me the extra free mileage the extra days no they didn't give it to me. I had to pay!!!! They took me for an extra $50 that was not rightfully theirs. They did not have the equipment to get my move done in one trip!! So they weasel $50 in mileage out of me or whatever it is they're claiming it is. I still am not clear on that. I've used them many times for moves but you can bet I will NEVER EVER use them again and I will be sharing this story for the rest of my life, they are crooks. They say they're going to GIVE you something then they make you pay for it. Use at your own risk. You will regret it!!!

I called UHaul, and their customer service person told me that my REQUEST was under review by a manager--not my RESERVATION. A REQUEST. And there was nothing that rep could do. So, I contacted UHaul via Twitter where I was told that the only thing ever on my account was the 20' truck, and that they could not make a promise regarding the pick-up location of the truck. They said someone would call me THE DAY BEFORE MY MOVE to confirm pick up location and equipment availability.

So, basically, if you book online, that is simply a REQUEST and not a RESERVATION, and they don't even really know how/if they'll be able to honor it until the day before you must pick up the equipment. I informed the rep that my move date was non-negotiable because I'm starting a new job, and she reiterated the process to me. I have since cancelled my request to rent from U-Haul and put in an actual reservation with a different company that not only honors pick-up location, but also has unlimited mileage.

I called them back in the morning to ask if they could get the equipment I was renting to a single location. Honestly, is that too much to ask of a nationwide company that rents trucks & auto transports?!?!? Well, that rep assured me that the auto transport would be at the location I was renting the truck in Watts, not the Westchester location I confirmed and paid in full for a pick up several days in advance. She claimed she updated my reservation, so off I went to the location.

Upon arrival at the Watts location, they told me that they didn’t have a reservation for the auto-transport. The office called corporate and spoke to L.A. reservation manager “Leoné”. She changed that reservation over to the location I was getting my truck. They then hooked that auto transport to the truck. The rep began looking over the paperwork and luckily found that the auto-transport was NOT SAFE for my vehicle. I was thankful, but still upset as I would have to drive to the other location and get the transport EVEN THOUGH I WAS REASSURED NUMEROUS TIMES DURING THAT MORNINGS PHONE CALL.

BUT IT GETS MUCH WORSE AND LIFE-THREATENING! I got my truck for the 350+ mile rental with 1/8 tank gas. Spectacular service, huh?!? I went to the next location to pick up the transport, they no longer had the reservation as it had been changed to the truck location. No one bothered to get that updated. They simply could care less about any moniker of service whatsoever! I called the corporate office and got the charming (HEAVY SARCASM!!) Leoné who was rude and said this was “all my fault ‘cause I had had kepted changing’ my reservation location.” This is how U-Haul treats someone spending north of $700.00 dollars!!

SO HERE COME THE LIFE THREATENING PART! They connected my auto transport and I headed off to the closest gas station in a pretty sketchy neighborhood where cashiers protect themselves with bulletproof plexiglass. I had to get gas for the 10/ gallon vehicle that Haul rented me with close to an empty tank.

I loaded up all that day and got on the road. I noticed what I thought was a slow leak on the tire of the auto transport. I filled it with air and listened to the sidewall for hissing. It seemed to be fine. I took a picture, but didn’t notice the worn tread that shows this piece of equipment has been on the road with a slow leak for THOUSANDS OF MILES!!

I went on the road and drove from LA to just count of Baker and pulled off to check the tire and use the restroom. That tire had lost quite a bit of air and at that point, I felt it was dangerous to myself and those around me to be traveling 55mph down a highway with a leaky tire that had bald treads on the outside and inside. At this point I was so fed up and just plain exhausted, I slept in the truck and waited for morning to get service to a replacement company to continue my move.

When the tow truck driver arrived, he confirmed that the tread-wear was obviously from thousands of miles of wear and NOT just a few hundred from LA to the location I froze my butt off overnight. He replaced the tire and I headed out to my final destination. Because of all this, I was charged an extra day for the truck. But, hey, they took a $50 off for possibly killing me and anyone else on the road for hundreds of miles. Don’t even consider using U-haul. They should AT LEAST refund the entire amount, if not compensate me for risking my life with willful neglect of equipment!

U-Haul rented me a truck with an auto transport that put my life at risk! The auto-transport had a leaking tire that showed thousands of miles of tread-wear establishing the neglect over an extended amount of time. This has photographic and video documentation as well as the tow truck driver stating that this tire has been in bad shape with a leak for thousands of miles.

When I called U-Haul they did not want to compensate anything but offered me 175.02 for my troubles. Thanks U-Haul. Hope it doesn’t bankrupt you. Oh wait... I haven’t even received the 175.02 yet and now no one will return my call so now when I call they say it has been closed. Never will I recommend U-Haul to anyone!!! Had to rent a Penske truck just to take my stuff where I needed after U-Haul left my truck at a storage unit! No problems with Penske at all!!! Highly recommend.

On Dec 30th. I had to drive from Odessa, TX to San Angelo, TX to pick up the truck and Uhaul did not try to make things right in any kind of way. The Odessa, TX locations are terrible and unprofessional on Kermit Highway. The 1800 number that you contact to make reservations do not communicate with the local branches to ensure that there are trucks available. This was a very terrible experience and it cost me additional fees due to the delayed response of getting a truck. I would recommend anyone to run far away from this company.

When I insisted that I needed to drop off the truck in Molalla as we had agreed she got very belligerent and said if I dropped it off there I would be charged an Additional $400 for dropping off at the wrong location. I asked how can it be the wrong location when it is where I contracted to go. She told me that it is the wrong location because she is telling me it is, and I must drop off where she tells me to go. The drop off she wanted me to take the truck to was 25-30 minutes away. I said if I do that then I am not paying for extra mileage and gas. She said, "I will waive the extra miles if there are any but you have to pay for the gas!"

I have to pay for the gas to go out of my way to help you get a truck to where you want it to go and not where it is what I contracted for. This is Extortion, and I have heard of moving companies pulling this kind of shady stuff where they hold your belongings unless you pay a higher rate, but now it seems U-Haul has decided to extort customers and not allow them to drop off the truck at the location they contracted for a pay a very high fee. Very bad customer service and very poor business practice.

What should have been a 2 hour trip back turned into a 9 hour, 25 degree, rainy, dark nightmare. The only positives of the night were the few managers who claimed we would get the full uhaul refund, Lyft refund (they towed us to our destination to unload but then left us there with no ride), gas refund, and refund for the time as we were late on the delivery.

After three weeks of calling customer service to check in on my customer action claim, I have yet to get one call back. I received one nasty email claiming that their help was adequate in the situation and that was it. Since the case, we have received money back for the Lyft and the uhaul, but they refuse to refund the gas (a lot in a 26 ft truck) or our time. Our case has since been escalated to a Marketing President but we have yet to hear back despite my weekly calls to customer service. All in all, good luck hearing back from this company whether you are stranded on the side of the road or trying to just speak with a manager or president about the case. All I want is a firm answer but have yet to get one. Do. Not. Rent. Uhaul.

I complained to Customer Service. Twice. They connected me to the scheduling office who promptly told me that none were available in a 59 mile radius of where we live. I again explained that there were several on the lot where we received the trailer. I was told, "Sorry, those were not available." UHAUL has not tried to lift a finger to rectify this and what could be a dangerous situation. If there was going to be a shortage or if they were not going to be able to deliver on their reservation, then they need to give their customers a heads up to give them time to make other arrangements. UHAUL has not given us this option. A couple years back, the company's CEO gave out his cell number saying he wanted to hear from his customers. Well, I called, texted and emailed and still have not heard back. I do not recommend using this company for anything. It will certainly be the last time I do. I would give them no stars if that was an option.

They refused, saying that most locations don't have the ability to inspect the vehicle and approve the exchange. So, according to Uhaul, they are not capable of maintaining their fleet. Instead, what they are doing is waiting until a customer notices an issue, and then trying to fix it while the customer is stranded on the side of the road, so then Uhaul is getting paid for the down-time as well as the rental. What's worse is they do not have mechanics doing the work. They send tow truck drivers out to "inspect" and "repair" the vehicles on the side of the road.

Roadside assistance is fine for issues that it should be used for. A bad alignment is not one of those issues, and telling the customer that 90% of cars on the road handle like the vehicle they are driving, which we were told by 2 different Uhaul employees, is not a repair, and it certainly is not a correct or safe thing to do. The van handled badly at highway speeds when empty, and once it was loaded it was a constant struggle to drive. It was so bad that after driving it for around 1500 miles, I had to relearn steering my personal vehicle. The van, in its state at the time of pickup, should not have been rented. I should not have been told to keep driving it, and I vocalized that multiple times to around 6 different people in person and on the phone.

Each interaction with Uhaul staff was similar. They would cite policy that they don't do exchanges of rental equipment. They couldn't unless it was from their lot, and they would downplay the issue and/or deny there was an issue, and then of course, refuse to exchange the rental. In the end I contacted Uhaul for a refund, because they offered nothing for the 4 hours of time they caused us to waste and of course nothing for the refusal to exchange the vehicle as they decided there was no need to. They refunded $80.00 of a $745.00 charge. Not acceptable, and when I disputed the rest of the charge, Uhaul used the fact I "accepted" the service (I obviously did not) as reason I was not entitled to a refund. In short, the staff will lie to you and dodge or flat out deny issues, and upper management will not care that it is happening. Use some other company. Uhaul is trash.

Finally, I call customer service at around 8:15 AM and when I finally get in touch with someone, they say the 24/7 customer support is different and transfer me to... a receptionist apparently. She can't help me and so she transfers me to a number that rings 7 times and then hangs up. I call back and select the 24/7 option and then sit on hold for 20 minutes until I finally get someone. I tell them my problem and ask what the holdup is and let them know I am now 45 minutes late because of them. They put me on hold and then the phone hangs up. I call back and sit on hold for another 10 - 15 minutes. I give up and call the standard customer service line so I can at least speak to someone. Again, they can't help me and apparently their manager wasn't available to speak with.

Finally, over an hour after my first call, someone with 24/7 calls back and says they will complete the process over the phone, but only after they waste time calling my wife to confirm she's my secondary contact. What's the point of an online 24/7 pickup if it takes an hour-and-a-half and I have to call customer support and they have to call my wife to confirm who she is? Terrible, but fine - it's almost 9:30 AM, but I finally got my truck after making my friends wait forever for me to show up.

Then, when I return to drop the truck off at 5:00 PM, the system works better, but at the end it shows that it will charge me for 1000 miles!! on a 35 mile trip. I refute the charges and describe the correct mileage (which I have pictures of) and am told I will be contacted in 48 hours. Six days later (144 hours), I get an email reply with the final bill for the standard charges plus a charge for 95 miles, which I understand is less than 1000 but still greater than the actual 35 miles I used the truck for. I don't know about anyone else, but I don't have an extra $60 laying around to pay for someone else's incompetence.

So to recap:

- I refute this with evidence and they still overcharge me by 60 miles

I requested a full refund. Completely incompetent company with terrible customer support who overcharges you. I'm running out of adjectives to describe how terrible the whole experience from top to bottom has been. Do not recommend for anyone to use in the future. Use Penske if you can.

After following directions and returning the truck to the address I was given, I get not one, but 2 different phone calls from agents that were clueless of the entire debacle asking why I had not returned the truck! So INCOMPETENT on so many levels! Get your act together! Fulfill your contractual commitments and stop blaming the customer for your own poor customer service!

I have filed a complaint with Uhaul customer service who will forward this to Chris ** the Regional Manager and I will also file a complaint with the BBB and the Attorney General, as this is unacceptable business conduct. Again, there currently exist far more visible damage that was not documented and they chose to charge me for a ding on the van door in the amount of $192. Disgusting!!!! I will never do business with Uhaul EVER again if this is not resolved!!