U-Haul Reviews

1. Everyday it was a challenge to access the boxes even when I gave them 24 hr notice that I need access the next morning. So I spent many hours then waiting for them to provide access when I got there because they were so busy with other activities. Not staffed to support.

2. One of my boxes shipped out 4 days before the scheduled date, 1/2 full and nobody could tell me what happened and why. The scheduling dept. did support me by offering a 3rd box, which I had no desire to use, at no cost. I expect that to be an utter disaster as well and I'm sure I'll get billed and spend many more hours of wasted time.

3. The other two boxes are now 5 days late and have not even shipped yet out of Seattle to Palm Springs, CA.

4. My first box was delivered to the wrong address at a U-Haul facility in San Bernardino, CA and they are now asking me to pay an additional $250 to get it shipped over to the original address!

5. Nobody seems to "own" the responsibility or any financial credit. Everyone says to call this number or that but when I do, I just get sent somewhere else. Good luck everyone.

The nightmare is not over for sure but I wanted to get this feedback in front of other potential customers and encourage them to go elsewhere. Jack **

U-Haul sent a truck driver from 45 minutes on the OTHER side of the COUNTY. At this point I don’t understand why I have to wait but ok. I also had to send pictures to the truck driver. After 1 hour I am told by the same truck driver that it’s going to be another 45 minutes! I contacted U-Haul again and proceed to get transferred between the store I rented it from and the 800 number. They refuse to let me leave indicating I would be responsible for their trailer that broke and I need to wait. We waited the 45 minutes and still no truck driver to help with trailer. At this point I am going to miss a very important meeting but we continue to wait. Truck driver contacts us again saying he is only 15 minutes away.

We are out of water and sitting on the side of the road outside of the truck since it’s on the side of a BUSY road. The 15 minutes come and go and again still no truck driver. Contacted the roadside number again and again they insisted that we needed to wait and even follow the trailer to a repair center, wait for it to get fixed, and then return it to the location. Have they lost their mind? Wait for their trailer to get fixed and then return it to them!!! Contacted the truck driver again after he was supposed to be there and he is still 10 minutes away?!?! We left with their junky UNSAFE trailer on the side of the busy DANGEROUS road having never seeing the truck driver after OVER 2.5 hours!! After all of this I find out there is a U-Haul only .6 miles from where it broke!!!!

I was disconnected and transferred multiple times. I missed my meeting and lost a client from this. If you are reading this please do not use U-Haul. Your safety may be at risk! The following companies also rent trailers in the area. Penske, Budget, Home Depot and Lowe's. If you are forced to use a lower class company like U-Haul I strongly suggest you check the equipment before you leave. I cannot believe they wanted me to babysit their junky trailer on the side of the road, follow it, wait for the repair, and then return it to them. I have never been treated so badly by a company. I strongly suggest you find another company to rent your equipment from!

On Saturday, we were not contacted until 1 p.m. at which time we were told that 2 UBoxes were leaving their facility to be dropped at our home, about 35 minutes away. By 6 p.m. we were still waiting. When we called the Manteca location, no one picked up and we were intermittently put on hold for over 2 hours with the call center, trying to figure out what happened. Eventually, we found out that the manager at the Manteca location did not actually send us the promised UBoxes as she did not have the staff/vehicles available to do so, and was leaving that day for vacation. We were shocked by the lack of professionalism and empty promises. At the very least, she should have picked up the phone and let us know that the boxes would not be arriving.

This display of incompetence and poor customer service/professionalism is inexcusable. On Sunday, the day we were supposed to be all packed up and the UBoxes scheduled to be picked up, the Manteca facility sent over 1 Ubox in the morning, and slowly brought the remaining 2, 1 by 1, throughout the day. We were able to fully load each UBox and had to wait at least an hour before the next one arrived. It was extremely frustrating. By the end of the day, we still had 1 box that was not picked up because the facility would not allow the driver to work overtime and pick up our last box (which was their own fault).

Not only did UHaul fail to meet every single reservation and promise to us, but they delayed our move and caused a lot of stress and frustration. We had to cancel the movers that we had hired as well, because there were no UBoxes to even move things into. We have never had such an awful experience with a company before and would not recommend that anyone use UHaul of Manteca for any of their moving needs, especially if the management continues to be the same.

To return the vehicle I was supposed to be given an address nearby. I didn't receive one so I called U-Haul again and the lady who spoke broken English told me the place I was returning the truck to was 1 mile from where I was and that I would receive a text with address. I received the text and the location was over 30 minutes away. I had to take toll roads and put more gas in the vehicle. Check in took another 45 minutes and I left before it was finished because he couldn't get the app to work. So another 2 hours in wasted time. I will never use again. Do not use unless you have a lot of time to spare and like being frustrated!

These days, it doesn't take much to sell these lucrative lists on the black market. You would probably never think of tracing it back to giving your payment info to a U-Haul agent. Reserving early guarantees you a better rate, that is true, but the form they use is no better than the form that is on U-Haul's website. Save yourself the headache, either go to a nearby location or have the agent walk you through reserving while you are on your pc. They key is to make sure you are inputting your credit card information from your PC, and that is true for any company with an online presence. If the agent is working from home, the chances are the company has that same form on their website and you can walk yourself through that form from your PC with the agent on the phone (in case you need clarification).

I was livid! Two and a half hours of my life wasted and still no U-Haul. I had to get a friend to help me get the items I purchased in his truck which took 3 trips to a location over 25 minutes away. Absolutely the worst experience I’ve ever had renting a U-Haul. Also when I called the customer service line I was on hold a total of 26 minutes. No one came back to the line to give an update or anything. I just sat waiting and waiting until I eventually hung up.

They also did not do us any favors by picking it up early since you have to return it 48 hours from when you got it and we picked it up at 7am on a Sat in NY and so we were supposed to have it back by 7am in VA - which did not happen so they charged us an additional $22. We tried to find another place to get a trailer, but were unable to - especially the day before we needed it. We were dealing with a difficult family situation and U-Haul made the weekend SO MUCH HARDER than it should have been. They should be move the trucks/trailers to the locations that people reserve them - not have the customer drive all over the place to pick them up.

My question is why have a website that makes reservations? He told me to go back to the website and look because somewhere on it, it states your requested trailer size is not guaranteed to be at the pickup site requested. I looked at the website again and the only time it states it is when you print your confirmation letter, the last sentence of the letter in small print says “This location is a preference only”. Definition of reservation - the action of reserving something. I guess U-Haul doesn’t care about treating their customers fairly, instead they don’t mind doing the ole switch-a-roo at the last minute having the customer to jump through hoops. If that’s your policy put it on the website so people can see it, no small print after the fact!

Original Review: My U-Box order was shipped to a different city which is 30 miles away, couldn't catch up with my moving schedule and I have to pay more to pick up my stuff. Called their customer service, but they keep transferring me to different person and nobody willing to solve my problem. Shame on U-Haul, the system really sucks.

When I talked to the manager he just laughed about it and tried to blame me saying I hadn’t made a reservation... which I had... And I had tried to call the location several times and always got pushed to the call service. I emailed customer service and they pushed it back to the same manager (Charles) who called to once again tell me it was not his fault. So I called customer service who said it wasn’t okay and would push it above the local managers head. Well, who did I get a phone call again from?!? Good old Charles! Who still is trying to say it’s all my fault. Whatever I’m over it but I will never use U-Haul again and I encourage you not to as well.

To be fair I don’t know if it was Charles' fault but I know I did everything I was supposed to and more. It just ticked me off how defensive he was and how he felt it was okay to basically scold me for leaving a complaint. All I know is that their systems need to get worked out so that there isn’t these miscommunication. If you do go with them request transcripts of every conversation so that you have proof when you need it. For some reason no records have been kept for several of the conversations I had with them clearing all this up.

Still waiting for our other $785.38 to show up in our account and it is 2 weeks and counting and they quite frankly could care less!!!! Never again and I strongly encourage others to use a different company that cares about their customers!!!! After all this there should be a no charge for the use of this trailer!!!! Or at least a special apology or something instead of treating us as a bother and giving us the run around on OUR money!!

This company stole $100 deposit from me accusing me of stealing blankets I never received, ruined my mattress and now I'm getting threatening collection notices. This has by far been the WORST experience ever. I used the moving people U-HAUL recommended.... If my mattress needed to be wrapped in plastic because the truck is only water resistant then they should have told me. People should wrap everything in plastic if that is the case. I purchased everything that they asked me to, paid the company IN CASH when I picked up the truck and this is the kind of business that they do. Can't even talk to a human on the phone. 8/25/2019.

Original Review: I rented a U-Haul to move from Philadelphia to FL. I also paid for their 3rd party companies to move me on both ends. In Philadelphia when I rented the truck I also needed 48 furniture blankets... The woman could only find 41 blankets unfortunately after looking for over an hour. I took the 41 blankets and got on my way. Apparently she never made note I was missing 7 blankets because when I dropped off the truck in FL when I was done they charged me $8 a blanket for the 7 I didn't even get. Because I paid cash for the rental I had to leave $100 deposit when I picked up the truck, I was told they were taking the $42 for the blankets I never got out of the deposit and to call U-Haul for the remainder of my deposit money (terrible customer service at the drop off location).

This $42 was the least of my issues though... The truck leaked and ruined a brand new $1400 mattress. When the men unloaded the truck in FL they told me to notify U-Haul immediately and let them know their truck leaked. The whole one side of my mattress was drenched, it stunk like mildew, and was stained from water damage. I immediately called U-Haul and filed a claim. 3 weeks later I finally get a response that they are not covering the mattress because their trucks are water resistant not waterproof. Really??? If that's not a scam I don't know what it. Have I known the trucks weren't waterproof I would have never rented one. This was a long distance move and we hit rain about 3x on the way. Instead of blankets they should give waterproof plastic to people. To top it off I still haven't received the $100 cash deposit back from them. This company is a scam!

When I was able to get to speak to a human being, he said that he did not have any ten foot trucks in the entire Vero Beach area but would have one in Palm Bay, which is where I was moving to. So with great trepidation I drove the 30 miles to Palm Bay to rent the truck that should have been available in Vero Beach, then drove it back home to Vero Beach to pack, and then back again to Palm Bay to unpack. I am most unsatisfied with U-Haul's customer service. U-Haul, your customer service is the reason why people go with other moving truck companies: because I know when I rent from "the other guys" that they will have my reservation right the first time. And they have more reasonable prices; for all the trouble I had with this rental, no one was willing to give me a price break.

I called the national call center and spoke to management who informed me that they have the right to move any reservation up to 50 miles away within 24 hrs of pickup and they don't feel bad about it at all. I ask them why I couldn't get the 26' truck that I reserved and again they reserve the right to make any changes they deem necessary. I hope that everyone considering using U-Haul reads the reviews before any final decisions have been made. You will suffer if you do business with this unprofessional company and that is why I DO NOT recommend this service to anyone on this planet!

The employees at that location had an apathetic, don't care, please go away type of attitude, however I did get it changed to another unit on the ground floor, which cost me more. The the people at that location which is a drop off location, didn't want my trailer because they had too many. They wanted me to find another place in Charlotte, a city I don't know, during rush hour. My problem, not theirs. Consistently bad customer service from start to finish.

I replied by saying that the purpose of the bed liner is to protect the metal of the truck and I didn’t think she meant not to scratch the bed liner itself. It’s almost impossible not to make scratches when hauling heavy appliances. Her response was that I was only to use it for boxes. She knew I was using it to haul a refrigerator which is why she gave me an appliance dolly. I was charged over $70 to replace the bed liner. I’m pretty sure it wasn’t replaced and that the extra money was pocketed, and I believe I was scammed. The people running this store should be stopped. It’s no telling how many others have been scammed.

The dad at this dealer just told me to drop it off at nearest to me in Ottawa. So I did so & this dealer recommended that I call 1-866 customer service ASAP to clear up or I might get charged huge penalty for dropping off at wrong location... So I did, spent another 15-min getting through to a customer service rep who couldn't help me so she put me back in the queue! I then waited another 15-min for another rep who finally helped put it to bed, but overcharged me. Luckily the dealer helped correct that matter! Argh... Worst service overall EVER!

U-Haul did not offer us any help and told us that they couldn't get anyone else out to help us for more than a week (knowing full well that these are their contracted movers and that we have to turn our truck in in a few days). They also did not offer to get us our money back and told us that we would have to call our bank in order to be refunded our money. Never use this company! I am telling everyone I know as well. It's sad that a company with such a well-known name has such poor quality of service. They are crooks!

When I got there, there were no trucks available, even though my online reservation appeared to have gone through. The woman working at this location was much more helpful. She explained that in the fine print it says subject to availability and that u-haul should contact me with the location where to pick up my truck. So, even though it appeared I had reserved a truck for that location and that trucks were available, it was not the case.

I went home to meet my movers (aka friends and family who were kind enough to help me at 8 am on a Saturday morning) and started loading up our SUVs. While doing that, I tried calling u-haul again. I waited on hold for 30 minutes when someone finally got on the line and told me my reservation had been scheduled for a 5 pm pick up at Falls Road... not at all what I had requested, nor what the site confirmed when I made the reservation. After going back and forth with her in a very frustrating conversation, she said she would transfer me to customer service. That meant another hold wait time of who knows how long! At this point, I was furious. If she wasn't customer service and couldn't help me, then what was the point of speaking with her?!

Meanwhile, when you're on hold with u-haul their automated message says "leave us a review online" and bragged about their customer service. What a joke! I tried leaving a review on their website, but it won't let you if you canceled your reservation, which of course I canceled because I wasn't dealing with them anymore! I ended up calling Enterprise, was able to speak to a real person right away, and had a truck within 10 minutes. It was lovely, compared to the disaster I had dealing with u-haul!

I came to a level area but soon turned into another downhill. I knew I was going to die with my dog. I came down to where there was an off ramp but it was downhill and into darkness and decided not to take it and the state trooper told me I would have died had I did that. I came to a slight uphill and then saw an on-ramp with a guard rail and decided if I did not crash it into the guard rail the next hill would kill me. I crashed the truck into the guard rail and went about 60 feet before the truck was finally stopped. The state troopers finally arrived and filled out a report and saw the truck on the guardrail and the damage to the guardrail and completed an accident report.

U-haul was miserable to deal with. They made me contact a Repwest Insurance (u-haul) subsidiary and the woman I spoke with told me they towed the truck to a service center in Las Vegas and examined the brakes and said nothing was wrong with the brakes insinuating that I was fabricating the accident. I informed her that the brakes went to the floor with no response and I had sent her pics of the guard rail that I crashed into that night and she tried to say she had not received these. After rechecking her email she reviewed the pics and said how does she know these marks on the guard rail next to my crashed truck were from the truck I was driving again insinuating that I was fabricating the whole thing.

Jason, the u-haul general manager, was very difficult to contact but said he would look into this. Finally weeks afterwards he agreed to provide a full refund of the rental which he did not and only provided a partial refund and then told me he could not do direct refund to my card and would do the remaining amount as a check to my address in Utah. He never provided me with the check. I had to contact a guy named Jeff who is out of Council Bluffs and he told me that he was going to provide me the check for the balance and provided a receipt but after a week I have received no check.

I am very upset and almost died on that night in early May. I would never, ever, under any circumstances ever rent a truck again from u-haul. They provided me a faulty vehicle with faulty straps and brakes which more than likely would have killed other more inexperienced drivers and treated me like crap afterwards. I am alive by the grace of God and u-haul is the worst business I have ever dealt with and they will rent this truck out to someone else and they will be risking their lives.

By the time we got a living person, we were at the location, but there was no business anywhere around with the name we were given. The lady on the 800 U-Haul number said they had the truck if we could go to a location that was only a couple miles from our home. Wow. Talk about a major goose chase. An hour later, we're back at the start of our journey. A family in line ahead of us was turned away although they had reserved a vehicle for that location (not our truck--different size). Realized a day later we'd need one more truck. Reserved for a neighborhood dealer. Contacted shortly thereafter and directed to drive another 40 miles away instead. We'll be calling back later to see if we really have to drive that far because apparently U-Haul specializes in the art of the goose chase.

This check-out was truly horrible and I would definitely never recommend this location to another living, breathing soul. This is not the only time the guy running this location has been far, far less than professional. I am QUITE offended by this return and I hope to NEVER have to use this location again. The gal that works there wasn't any better. Truly a disgrace to U-Haul and to a customer who has rented enough U-Hauls in my lifetime to buy a small country. Horrible Horrible Horrible people here. If I could give them zero stars, I would.

We had a flat tire and agent was helpful in making sure we got a car hauler at the end of the business day. I was so happy and got the agents name with the intent to right a good review. During the checkout process the agent asked if we were going to drop it off at the same location. I said it would be helpful if we could drop the trailer off at a location near our home. She said it did not matter where you dropped it off. I said, "Great. Like Redbox." When we checked out the price was $40 dollars more than we had expected and she said that was because it was a deposit to ensure the return. I even joked that the deposit was so low is that what they value the trailer. Everyone laughed.

We returned the trailer prior to the expected time. When we did not see a refund after two days we called customer service. They said it was a one-way contract and that was the charge. I informed the agent that was not what we were told during checkout. She said if we did not like it then file a dispute online. When I could not find a place to file a dispute I attempted to use the chat and that agent said if I have a problem take it up with our bank.

We sent an email and it basically said not our problem. Beware that the agents at the physical location do not have the right information and when they tell you something which is incorrect U-Haul the company WILL NOT stand by their agents and will throw them under the bus and tell you it is your problem. Not theirs. U-Haul is unethical in their practices.

He called U-Haul, he called the number that he had been given for moving help.... No response at all on Thursday!! On Friday, he called U-Haul and they washed their hands of the whole thing blaming it on the local movers. Called the moving company and they said that they had been out of business for a month and had notified U-Haul as required. Needless to say, he was one person trying to move furniture upstairs in a townhouse by himself!! Luckily he has good friends who drove hours to help him move everything into the townhouse. I called myself and got the same runaround. No one took blame for anything. Truly disappointed with U-Haul and will not use them again.

Called the regional customer service people and an extremely unsympathetic girl kept saying over and over again that it was automated switch because of my change (completely blaming me even though the original person told me I could change anything I wanted) and this regional customer service agent was more interested in proving a point than actually helping me at all. Very upset!! Probably going to cancel my reservation - of course it's so late in the game now that I'll probably not be able to find anything else available, and I'll be stuck driving way the hell out of my way to start a stressful move. She kept saying "We can't just bump out families" and I'm like "I'M THE ONE WHO GOT BUMPED!!!!"

After about 45 minutes on the phone, I received a message that my reservation 'expired'. It said to call a certain individual for assistance but when I did, he was not available. I called U-Haul's help line, waited for what seemed like an eternity and finally got through to a woman who was most helpful. I got the key! I then went to the truck, put in the key, but it was dead. I called again, waited forever to speak to a human, and was told I would need roadside assistance. I said I didn't understand as I was sitting in a dead truck with a plethora of other U-Haul trucks around me. Why couldn't I get one of those trucks? No, I must wait for roadside assistance and I would be transferred.

I waited again until a man responds and asks how he can assist me. I explain the situation. He asks if I called roadside assistance. I said I thought he was roadside assistance. He said no but he would transfer me to them. I asked why I couldn't have one of the trucks I was looking at. He puts me on hold to look for another truck nearby. I wait, he comes back on the line (again more waiting), and says the nearest available truck is in Riverhead, a travel time of at least 30 minutes and another 30 minutes back. At this point it's around 12:30. There was no way I could make it to my destination in time. He advises my only other option was to wait for roadside assistance. Roadside assistance for a truck rental that never made it on the road!

Anyway, he agreed to contact roadside assistance to see how long it would take (more waiting). He returned to the line and said I should understand that it's a Sunday and it would take some time. Roadside assistance does not have anyone available. So it's hours that I spent in a filthy parking lot, never got a truck, lost my $800, and to top it off they charged me the $135 for the rental. A customer services rep called me and said I needed to contact Customer Service on Monday to request the return of my money...like that' s my responsibility. I tried to write a negative review on their site but it says I needed to enter my reservation number so a link could be sent to my email and I could write a review. Mysteriously, when I clicked on the link it said 'something went wrong' and I should try again at another time. You bet something went wrong. Seriously wrong!

When I asked if they could compensate for the gas I have to spend to drive an hour and a half out of my way to pick up the trailer they offered $10 off the trailer. When I said that would do me no good they said there was nothing else they could do. She in particular acted as if this was no big deal and was extremely rude and callous. If I had another option I would never rent from this company again. A company this big should never have these kinds of issues and should never expect their customers to pick up for their lack of ability to service them, especially two days before a move!

My trip consisted of 450 miles interstate travel. Right off the bat, I noticed every little bump made. The trailer bounce up and down (jerking on the hitch ball). Half way into trip, going through Birmingham, Al, I hit a bump and bam!!! The trailer was off the hitch...swaying and dragging. I was petrified. Luckily, I had watched the video and did not apply brakes but steadied the wheel and came to a stop. Thank you Lord for those chains!!! Yes I stopped alright, in the middle lane of traffic on the elevated section of I-65 in downtown Birmingham. Trust me, no way I was opening the door.

Folks just zoomed by like nothing happened. Thanks to the Alabama Service Assistance Patrol (shout to Mr. Rodney **) I was able to exit the interstate and ALDOT moved the trailer. The trailer had stripped the ball right out of the hitch. No damage to my vehicle or the trailer. I had purchased the safe protection plan so a new ball was delivered and installed.

After that, I stopped every 50 to 80 miles and checked all equipment. Each time I had to tightening the knob of the trailer. I seriously do not believe these little trailers are not equipped for interstate travel, at least not 450 miles. Besides, my fellow drivers loved honking their horn as they passed, then swerving right in front of me. My slow speed angered the majority of drivers. 18 wheelers practically blew me off the highway. 55 miles per hour on the interstate is a danger to all. My trip time totaled 11 hours, whew. On a positive note, the U-Haul representative (Veronica) who took my emergency call was very helpful and courteous. They should consider retiring these little trailers or rent them for in town use only. P.A.F. Mobile, Al

Finally U-Haul calls me back to ask me whether I got my storage pod delivered yet (obviously not) and whether I was expecting it to arrive on a truck or a trailer. How am I supposed to know how they're delivering it? The guy acted like it was totally normal that the delivery was 7 hours late and the customer and delivery guy both had no idea where the storage pod was.

Every experience I've ever had with this company has been an absolute nightmare. I should have learned my lesson before (massive delays and rescheduling and double bookings causing me to lose days of work and vacation time I intended to spend packing and moving). Now I'm finished. I will absolutely never use this company ever again, and you shouldn't either.

Then, when my husband went to return the Uhaul to the same pickup location after moving the few pieces of furniture that he could manage on his own, the location (1000 NE 1st Ave., Miami) was closed. I was on the phone with Uhaul customer service for over 30 minutes and Debbie the agent told us there should be a key drop box at the location to return the vehicle after hours. There was no drop box and no option to park the Uhaul on company territory, so my husband had to park it on the street overnight and pay for hourly parking. He literally set his alarm for 2 am to pay for parking again when it expired in the parking app. During the night, the Uhaul was vandalized and we were charged an additional $100 for graffiti.

I find it unacceptable that we were given no option to return the vehicle to a safe Uhaul location (we were told that if we returned it to any other location we would be charged double), were misinformed about the presence of a drop box when there was none, and then charged for graffiti that occurred overnight and we had no way to prevent. I also purchased Uhaul insurance to cover the move, so I don't understand what I paid for if this type of incident isn't covered.

In summary, our experience with Uhaul and their contractors that they try to claim no responsibility for could not have been more frustrating, disappointing, and fruitless. We paid $197 and our things are still at our old apartment, my husband lost a day of work for basically nothing, and I spent about 2 hours total on the phone during a work day dealing with the completely unprofessional and unempathetic "customer service" staff at Moving Help, whose company should be renamed Zero Help to reflect the actual service they provide. Customers expect Uhaul to vet their contractors to make sure that they are able to provide the services they claim to provide.

Every condo association in FL demands that moving staff provide basic professional insurance. This is a requirement that any reasonable person would expect your contractors to meet. Of course, I'll probably get the same ridiculous response from Uhaul that they "don't bear any responsibility". Hint: THAT GETS YOU NOWHERE WITH CUSTOMERS. We hire you and expect you to know who you work with!!!!

I spoke to U-Haul who said that the confirmation was for Ragland Rd but they didn't have a 15 foot truck there but she didn't understand why I didn't get a phone call or email explaining that. She said she gave me the additional 3.8 miles of extra mileage due to the location change. The location is 6 miles to my location instead of 3.8 miles and we were not credited for any mileage. My wife called the location on Saturday to confirm we would be picking up the truck at 9:00 am and the man said the U-Haul lady doesn't work on Saturdays and he would need the truck number to release the truck. My wife called customer service who put her on hold and contacted the location. Customer service said they would walk the man through it once I arrived. I arrived at the location and the door was locked. I called and he then came to the door. He called the lady at U-Haul.

She asked if I wanted insurance and I told her my wife had already paid for insurance and the truck. She said the charge to our credit card was a pre-authorization so I paid for the truck and insurance again which was $30 more than the first charge. The location was dirty and I had to walk through mud to get to the truck. My wife contacted our credit card company who said there was a charge by U-Haul and not a pre-authorization for the $153.79. My wife then called the U-Haul customer service number and was transferred multiple times and told the charge was for "services" but they couldn't say what those services were. My wife explained several times we didn't order anything except the truck and insurance.

They were going to transfer her for the third time. My wife called the manager at the drop off location instead. Scooby said they could see the charge but not what the charge was for. My wife called U-Haul customer service again on 4/28/19 and was told that she would need to contact U-Haul online to discuss charges for moving supplies which she again explained she didn't order. They gave her the number to call which is closed on weekends. My wife filed a dispute with our credit card. We will never reserve a truck online through U-Haul.com and will not rent from U-Haul again.

I brought the truck to my house which was less than 5 miles away. Had the movers from your website (Frank the Mover - who I paid for 2 people for two hours of packing and 2 people for 3 hours of loading. --- of which the people done no packing. Just watched me do it. While they waited... Also until I started bring boxes down the truck they went very slow). After truck was loaded and I was on the road. Less than 7 miles from my house when I was doing the speed limit. I had to stop due to traffic coming to a complete halt.. I was turning on to a on ramp that went up a hill and on a curve so speed was already slowing down.. But when I went to put the brakes on I had NOTHING. The pedal was to the floor... I tried to pump the brake but still nothing.

I had to take it very slow and leave a huge amount of room between me and anyone else on the road just in case I had to stop again. I drove the truck 88 miles down the road to Mt Vernon when I contacted the roadside assistance line about the brakes as well as using over a half a tank of fuel to go 88 miles. They had Action Towing come out to ensure the truck had brake fluid in it.. The truck had brake fluid...but the brake booster was out on the truck...and I was not able to leave the area - and they had no parts to fix the truck. - Joe was not sure why the truck used a half a TANK of fuel to go 88 miles. I spoke to Venessa **. who was able to get me a room for the night at the DoubleTree hotel. Both Venessa and Joe worked till well after midnight in order to find me a replacement truck and make sure the hotel room was in order.

The next morning the truck was available about 10 am for me to transfer my belongings from one truck to another. The transfer was completed just after 2 pm and I was on the road again. The truck that I was transferred into this time had no Air Conditioning when I contacted U-Haul again. This time about 20 miles outside of Mt. Vernon I was just told to return the truck from where I got it.

I asked about possibly getting the truck serviced along the way. The lady Sarah @ 3:01 pm on April 17th on the line I spoke to said no that the next time I stopped I needed to call back in. Cindy called back about 4:15 pm to see if the transfer was complete... I told her yes...but the truck had no AC they put me into... I also expressed that I was already two days behind on my schedule and asked if they would be extending my contract as well as compensating the extra night hotel room. Cindy told me to make sure I kept my receipt for the hotel room and submit it when I turned in the truck.. She also stated to let the place know of my issues so I would not be charged for the equipment being late. I spoke to the returning location in Florida... They said they do nothing with the hotels or extra time.. That is U-Haul that deals with it..

So in a nut shell.. The location that rented me the truck had to pick up the equipment for me.. They never done any kind of walk around on the truck to explain anything. Being that they picked up the truck they should have had a idea the truck had no brakes.... By giving me a truck with NO BRAKES my life was in jeopardy. I was driving into the mountains in Tennessee and was scared to death that if I was unable to stop going up a on ramp. What was the truck going to do going down a mountain side.

You would like that knowing the truck had a brake issue the replacement truck that was brought would have been in working order. But no... Driving into 90 plus degree weather with no AC made for the most miserable drive possible, even with the window rolled down it was still warm air running in the truck which heat at least in my cause causes me to get tired thus causing for more stops... All this was being down while racing a clock for the return on the equipment so I would not be charged extra. I spent well over $2000 for the truck, tow dolly and labor...and had the worst experience you could have imagined. When I went back in to return the replacement truck the lady at the counter also stated they felt the replacement truck also had a brake issue..

I called U-Haul on 04/01/2019, and over the next 3 days tryna get the other box delivered but no one could tell me anything or when it would be delivered. I was then advised that they need a 48 hrs notice, which I was not advised of at the time the first box was delivered. Both boxes were supposed to be picked up on 04/06/2019, and I’m wasting valuable time trying to figure out when the second box will be received! I call customer service and spoke multiple people multiple times, and was transferred and put on hold without notice, to representatives who had no clue what was going on! I would never recommend U-Haul/U-Box to anyone EVER! Not even my worse enemy! Valuable time, energy and money wasted! So disorganized, and one hand does not know what the other is doing!

After a few more calls and transfers, I was told that I would be delivered another box, which was received on the evening of 04/04/2019, and had to be packed and ready to ship by the night of 04/07/2019. U-Haul caused a lot of stress and anxiety by not being organized, or communicating with their employees or contacted outside help. The boxes were picked up on the morning of 04/08/2019, and taken back to the facility for shipping. I received a call the day the boxes were supposed to be shipped and I was asked if I had used both boxes, as one of the boxes they had inventoried under my order was empty! I informed them that I had used both boxes received, and luckily I had taken photos of the box numbers, which I provided them. You would think that the incompetence stopped there, but it continued.

I received an email regarding payment for the boxes, and I was told that I would receive a credit for the inconvenience and stress that all the issue with U-Haul caused. So I called to make sure I received it and that the payment card on file was updated on 04/15/2019. Again the representatives were useless, I spoke to one woman who was supposed to be updating the account while I was on the phone, so I thought she was still working on the issue, and when I asked was she still there I received no response. I called back to speak with another representative, and she was helpful, but could not get the account adjusted, so I was advised I would receive a call from her manager, which was a woman. On 04/15/2019, I received an automated email that stated my boxes had arrived in my new city and someone from the location would call me to schedule the delivery. No call was received to schedule the delivery.

On 04/17/2019 I received a call from a gentleman in the Phoenix office, who I had to re explain the whole situation to again, as no one ever updates the account with note or the issues going on. He advised that he would look into it and return my call. I also advised him that I would appreciate it if he could resolve the matter ASAP, as I was advised my boxes would be delivered on 04/25/2019, but if they were already in the city that I am in I would like them now. That way I will not be charged a storage fee, if I empty them and they are returned within the 30 days. 6-8 hours went by, and no update or word. So I contacted the gentleman back at the number I received the call from, and he acted as if he had attitude then I followed up with him, and that U-Haul had been screwing him around since 03/25/2019.

He then informed me that he was waiting on a call from the corporate office, regarding the adjustment and credits for the account. I then contacted customer care again in hopes of get a supervisor or manager whom actually knew how to do their job and could be helpful. I requested to speak with one when the representative answered the phone. I provided my info and they looked up my account. Then inquired about my issues, I advised her that my account should be notated. She asked about the boxes that was shipped to the new city, and then advised me that she would contact them. The phone then rang again and it was the location that was supposed to had been contacting me regarding the delivery of the boxes. I was telling the representative my issues and he asked if I wanted to speak with a supervisor, and I stated yes.

I was then advised that they would would turn my call when they were free! Don’t waste your time, or energy dealing with U-Haul, find other POD shipper, or moving company. I would recommend them for trunk rental if you were doing the moving yourself, but honestly the customer service is so horrible I would not recommend them for anything. The lil bit of money you might save is not worth the stress and the issues that you have to deal with. As of now I am still waiting on 3 callbacks from management.

Then finally asked did I have reservation. I did. She stood there in her own world ignoring me. Finally she asked about my hitch. I assured her her it was the right hitch. She walked off and started for the front door. I followed. Once to my vehicle I showed her the hitch. She mumbled something. Under her breath. At this point I'd been dealing with U-Haul for 2 hrs. I finally told her to forget it. I'd would just borrow a trailer. I rent trailers often. But won't be back. I'll just buy my own. Too much hassle.

The truck was a 2016 model that was in great shape with only 44,000 miles on it. Jerry was pleasant, efficient and very professional. I loaded the truck in one day and drove it 560 miles from Portland to Missoula without incident. I had the truck loaded to 21,650 pounds. Right up against the 22,000 GVWR and the V-10 Triton engine did just fine over two mountain passes It cost $240 in fuel all told. Jerry had given me an extra day to unload and return the truck but I didn't need it. They changed the drop off location but went out of their way to make sure I was notified. It was no big deal and again, it was actually closer to where I was located.

The cost to rent the truck, additional equipment and insurance was $1134.00. Penske want $1500 just for the truck before they tacked on all of the little fees that they charge. U-Haul has a few fees too but they were all explained beforehand. Try hiring a moving company to move 10,000 pounds of your stuff for $1350. NO WAY.

There were no additional charges to my credit card, no mix-ups, no breakdowns and no rude people that I dealt with. It was a pleasant experience that got done what I needed to get done. I would not hesitate to use them again. In fact, I need to move another load over in a week or two and I WILL be calling U-Haul. They haven't been around this long because they don't know what they're doing. I'm sure there are a few bad apples here and there but you'll find that in any industry. Don't ever blindly trust anyone. Look out for yourself first. Trust but verify and life will be easier for you. Most of the time the only thing you hear is the bad, THIS is the good.

We had to unpack and repack 11 bikes and camp gear for 7. We had it packed like a 3D puzzle and had to redo it all. We received no assistance although, again, the staff was nice. I guess they don’t want to be liable for breaking or missing items. We kept thinking the silver lining to all this mess will be a full refund. Because they rented us broken (even unsafe) equipment. Nope. After over an hour on the phone with many customer service levels, they decided to refund us $15.

After 45 minutes of not fixing the issue, I cancelled the reservation and called back to make a new reservation and was assisted promptly to get the truck from where I was (this customer person was very helpful) but later that evening when I went to return the truck to "CHELMSFORD, MASSACHUSETTS", where I had arranged the drop off your stupid app/online system informed me that I was to return it BACK TO NEW HAMPSHIRE!

So I called your customer service team who COULD NOT CHANGE THE RESERVATION but gave me another number to call with information that they could change the return location so I called the next number. But they were CLOSED FOR THE EVENING, not to reopen till 9 am the next day (change my weekend plans now!!!).

So I waited till next day (Sunday). When I received an e-mail to inform me to return the truck to LOWELL, MASSACHUSETTS (a different place than I had arranged (CHELMSFORD, MA) but a town further away from my home; so I drove the truck to return the truck WITH MORE GAS THAN I HAD WHEN I PICKED IT UP THE DAY BEFORE and was checked in at the LOWELL facility where the desk clerk kept trying to make excuses for the internet/reservation screw ups and CHARGED ME $6.00 FOR REFUELING!! When I asked him why he charged me for more gas despite my returning the tank with more fuel than what I picked up, he did not know what to say (but gave me the credit on my demand). Will never use your service again!!!!

When I tried to get one from the same area it showed me that was far away from where I wanted to pick up a truck, lol. The website showed trucks in other locations that were far away. So it seemed like a scam on mileage, because I would have to pay for the extra mileage and return the truck back to the far away location. I called customer service. HE asked me for my name and my email address. That was fine. I gave it to him. He then asked me for my credit card information. I refused. His name was Paul. He went on to explain that this was how the system worked and he couldn't tell me what was available until I made a reservation. That's BS and I told him that.

So since he wasn't going to get my credit card information and he knew that, he decided that he could make an exception in my case, which was BS once again. I gave him the ZIP codes that I was looking at online, and all of a sudden while I was looking online, none of the trucks that were available in the area that I was looking in before I was talking to him was available. What a coincidence. So I guess he thought he was going to get my credit card information. No way! He was a scammer and a liar, I hung up on him and I started looking for trucks at Penkse and Budget, which I immediately found a truck for the next day. Look at the reviews on U-Haul and stay away from them!

I spent at least 3 hours dealing with this and called customer service/routing or whatever they call it and got NOTHING. Generic answers that were not helpful. They did offer to transfer me to someone that may help but they had the same generic unhelpful answers as before. THE SYSTEM U-HAUL HAS IN PLACE IS OUTDATED AND INCORRECT AND WHEN YOU CALL YOU MIGHT AS WELL JUST TALK TO A ROCK! I would strongly urge them to invest in Training and equipment updates to track their inventory! This has cost me a full day of work and now I have to work and still have not accomplished the goal of moving my vehicle.

I reached out to customer service via telephone and was informed I would be contacted by management in 72 hours, I was never contacted again. I called CS again today and then found out Sean stated he reached out to me after CS reopened the dispute, he did not! I was also advised on Twitter my claim would be reopened and someone would reach out to me. No one has. I've spoken to numerous friends who stated this has also happened to them, is this some kind of scam?! I then went to visit BBB site and found out U-Haul is not even accredited by them. This whole scheme is ridiculous and the CS reps are more helpful than the actual MANAGEMENT. THESE CASHIERS NEED TO BE RETRAINED, THAT INFORMATION ABOUT ONE-WAY TRIPS IS PERTINENT!!! Not just an FYI!

After waiting 3 more hours the second mechanic arrived and confirmed the front wheel was about to fall off and the truck wasn’t drivable. After 2 more hours of waiting U-Haul called me back and said they would tow the truck to my house for me to unload and to go on home and wait for it. They decided to tow it to a U-Haul shop 90 miles from my home and then I had to take off work and hire someone to drive there to get it. After all this I returned the truck with more fuel than when I received it and they charged me another $20 for refueling. This is what nearly $400 gets you from this company.

After my husband called he was surprised to hear that a smaller truck was twice the price that Budget was charging, $1408 for a 15ft truck compared to $678 for a 16ft truck with Budget. My husband asked if they did price matching, the agent stated that they do but only with Budget and Penske and then the agent continued to research the information. The agent then came back on the line and stated that she had confirmed the price that he had found and then continued to say that there they could not make the reservation because it is their policy not to discount their rates more than 50%; the agent did not reveal this at the time she confirmed that they price match.

He then asked her to speak to her supervisor to see if there was anything they could do; she stated she had confirmed this policy with her direct manager and that they were unable to even enter a manual number to match that 50% policy because corporate has a policy expressly avoiding this manual entry of just a random number to prevent dishonest agents or practices. The agent then asked him to hold and stated that she was going to speak to the regional reservations desk to see if there was anything they could do to accommodate this reservation; the agent then came back on the line and stated that they could do $1000 for the reservation.

My husband then told the agent that what she had just said was contradictory to the policy she had informed him of before; my husband then began to press the issue and asked to speak to a manager or someone higher up because of her fraudulent statements. The agent then stated that it was contradictory but that is what she was instructed to inform him of; she kept on repeating to my husband that she did not know how to respond to him. She finally said to him that she would forward him to the customer action team, at that time the line went dead and it was clear that she dropped the phone call.

These actions are clearly fraudulent and deceptive in nature; my husband will remain true to his word and explore every social media outlet to get this story out. The only saving grace to this story is that my husband spoke to a wonderful agent (Candace) on the Customer Action Team that helped him file a Customer Action Report, she was able to submit a report and informed him that he would receive a phone call from the customer service manager regarding this matter. Big surprise, he has not received a phone call back.

After 2 weeks I had not received a call from a manager and tried calling again and was bounced around several times until I demanded to talk to a manager and was called back 2 hours later. I understand they do not state the trailer is waterproof but my furniture would have been safer covered in a tarp instead of a U-Haul trailer as the water stayed in the trailer. The service I received from U-Haul was terrible and trying to find any answer from them was terrible. I believe they didn't return calls or emails to push me out as far as possible to forget about the incident. I would never recommend U-Haul to anyone. Their customer service is the worst I have ever dealt with even compared to Comcast. They did not once offer to help with anything and instead made me play a waiting game. U-Haul is terrible. Do not use them.

I ask them to call to see if they had the price to get my car down... They went inside supposedly to make call, they came back out and said service center was closed until Monday. Rental was sued back next day. I then ask them how can I gonna do this especially since I had insurance. He shrugged his shoulders and said, "I don't know but we are not helping nor taking this return back from you with no explanation."

I then took the transport to my mechanic & he head ramps to pull car down safely & correctly. I then unloaded my truck and attached transport back on, and then took the truck right back to U-Haul rental located on 118th & Blueridge Blvd. in Grandview, MO. It was well over 5pm when we finished unloading truck. I called down to TX to explain situation to Perry, the site and owner of where I picked up truck in Gladewater, TX. He informed me that can take truck back to drop off site since they were a 24 drop site.

I then took truck back to Grandview, Mo location site... I took pictures of truck & company of final drop location. These guys were very young and very, very unprofessional in their business and service to customers. They were rude to the point of no return, failed to give me proper information and most of all very unprofessional in their work ethics and customer service skills. I will never rent from that location ever again and will not recommend to anyone else!! There was no reason that they should have refused the truck I was returning from TX, I had insurance to cover all and anything that dealt with the U-Haul equipment.

The manager did not have extermination called and he lied to the Stafestor saying he did proper mitigation for rodents, which is not true. This is unfortunate that all of the personal belongings of my late mother have been ruined due to lack of mitigation once they were aware of a person bringing in food that rodents got a hold of and allowed some of the clients to check on their items, but not all of them. Do not put your items here, it will get ruined and you will not get money back.

They hired a moving company that didn’t listen to where we needed items to be able to get to them first. They scratched, dented, broke so many items that it was ridiculous. They loaded in such a way that we couldn’t get our chairs in the next morning and had to leave them behind. It cost us an extra night at a motel in 135.00 plus all the damaged items. If they had of given us a thoroughly checked out truck or at least given us one BEFORE we had it loaded, that would have ok. They denied any wrongdoing, so we are taking them to court. I urge anyone else who’s been monetarily damaged and been treated like dirt to do the same. NEVER EVER AGAIN!!!

Then I called back because my bank would not accept authorizations from the 3rd party. It must come directly from the company. So once again I'm back on the phone with U-Haul customer service. They explain to me that "We can send you a form to give to the bank to release the funds." Again how is this my responsible. Oh and did I mention it would take another 3 to five business days. This whole situation has been completely ridiculous. I will never rent from U-Haul again.

I was forced to hire a freelance U-Haul road service representative, as there were no facilities within 100 miles round trip that could service the vehicle. He charged me $100 cash per hour to fix the incompetent job performed by Fort Walton U-Haul. I was out not only $416.79 paid for a job not done correctly, but to add insult to injury, the manager April failed to even return my handful of calls over a couple days to resolve the matter. Not even the courtesy to return my calls, offer to resolve or fix the problem or provide me a refund for their failed service. I even called the regional manager, Chad, but consistent with his subordinate's lack of response, also failed to return my call. Bottomline, is I definitely would NOT recommend this particular U-Haul facility. And if given this as an example of their lack of customer service, would not frequent U-Haul ever again for any of my needs.

We were on the landline and cell phone and laptop for nearly two hours sorting it out. In the meantime our incomplete order WAS charged in full to our credit card. The website misleads the consumer by promising store pickup and listing inaccurate inventories of individual stores. We considered having the boxes shipped to us but the only choices were free shipping which is 5-10 business days or immediate shipping between 2-3 business days. That would have cost over $140.00 for an order of appx. $100.00. This moving/shipping company abuses shipping costs too. Buyer beware. Egregious business practices. A brand in name only literally. There's nobody behind this company. Nobody's home.

When they got to Tucson we discovered most of their possessions were soaked. When we took the truck back to the U-Haul at South Six Avenue and Ajo Way here in Tucson they inspected the truck told us the roof was leaking really bad. So we file a complaint to the insurance company. They got back to us finally last week. They closed the case, wouldn't pay a cent for damages. This is a multibillion-dollar company and they can't afford to pay for damages? Don't run from these people. They are a rip-off.

I did take my vehicle to another U-Haul location in North Las Vegas where the tech agreed it's crooked and said he could fix it. At that time I contacted U-Haul customer service via Twitter and they requested that I at least go back to the install location so John could assess it. I had no problem doing that but my busy schedule prevented me from getting there until this past weekend. Upon arriving I learned John had been transferred but the three employees present all took a look at my vehicle and could see it was crooked and installed too close just walking up to the vehicle. The current manager, Gabriel, was not present that day but he did call me about a week later to touch base. He really has nothing to do with it except that this happened at his location before it was his location.

I'm still dealing with U-Haul customer service since this installation but a resolution has not been reached yet. On my end I can't say I would recommend them for a hitch install nor at this point would I use them for any future business because so far I have a product I can't fully use and I'm still wasting time trying to get the situation rectified. At this point I'm just out a ton of time when this should have been a one and done type of situation.

I contacted U-Haul Moving & Storage of Philadelphia and U-Haul Customer Service on numerous occasions to try to obtain this information but was instructed that I communicate to the U-Haul Legal Department, in writing, is the only mechanism by which information about this matter may be obtained. I wanted to see if this has occurred to anyone else and what was done to retrieve them? I currently have a lawyer working on this, just wanted to see if there are any other ways to retrieve my items. Lastly, we are thinking about making a Civil Action if there are others that this occurred. Please contact me if this would be something that you would be interested.

This is failure #1, U-Haul had the box for four days and no one contacted me to tell me that they shipped the wrong box or they didn't even realize the wrong box had been shipped until I arrived (I am not sure what is worse at this point). So they have now missed their guaranteed delivery date and screwed me out of a day of work by failing to communicate. I am told that the box was mixed up in Toronto and I should see it the following week. The following week I start to follow up as to where the Ubox and all of my possessions are, and no one can get the story straight, after talking to 5 different people over 3 days I have heard that it never left Vancouver, it was left in Toronto, or it was shipped to Victoria BC, and no one can even start to guess when it will be arriving.

On November 20th I wake up to an email from U-Haul saying my box will be shipping that day with an arrival date of December 6th and they will be charging me another $1100 on December 1st... all under a new contract number... to say the least I am upset. I continue to try and get an answer out of U-Haul as to if this is correct, and figure out what is going on. After two days of calling I have finally have the answer that yes the new delivery date is as expected and that no I will not be charged. Great at least I have a new delivery date, to a new location that is supposed to be able to deliver the box for me to help make up for the day of work and two hours of driving I lost to their communication failure. I have asked for a follow up email regarding the new contract number and how it links to the old contract number so that I have something to reference on future call.

Fast forward to today November 28th, I get an email from them charging me an additional $155 for re-renting the box for another month. So not only do they fail to communicate to their customers they fail to internally manage the issue. I respond to the mail explaining that I will not be paying explaining it is their fault. To which I receive no reply.

November 29th, I get a call from the previous location that the box was supposed to show up saying that they now have my box. Great it's early! I ask when they can deliver it and they have no idea what I am talking about... so back to the phones I go. After three attempts to contact and being passed around from call center to call center spending 2 hours on hold... I finally get an answer to all of my questions. They will not honor the delivery, they still won't give me anything in writing, and I now have scramble to take a day off work, get a truck, and sort out picking the box up in the next couple of days on my own dime.

In the end they only honored their $50 a day guarantee refund and they did refund the additional $155 rental fee, but in my eyes this does not make up for any of the hardship that I was put through, with the days off work, the fuel, the freezing in -10 degree C weather because I didn't have my winter gear, not honoring the delivery and frankly just having zero care for their customer service and the experience they provide.

All of these bad experiences could have been made better with simple communication. Calling me the day the box arrived to notify me there was an issue and that I would hear from them within a reasonable timeframe for what the solution would be, and to keep me updated as to what was going on, and not sending me emails that say I am going to be charged extra money, and leaving me to try and figure out if it is true or not. In the end I am writing this review to hopefully let someone know what they could possibly be in for when using their service. As I never would have guessed I was getting into this nightmare.

I called the next day and they sent a bill to my email address and I was charged for three days. I called back. Even the person who answered the phone said he was confused by the charges. The manager called me back and said that I rented it initially for 8 hours and after that 8 I was charged another time for the remainder of the day. The extra day was another contract and another charge. The blanket rental and insurance was also charged three time since it was “three different service request”. I was also charged for a dolly rental but the seal was already broken and fortunately the manager has noted that. He wouldn’t budge on anything else. Very dissatisfied and still trying to find a solution with U-Haul.