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About U-Haul Reviews
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U-Haul is well known for supplying truck rentals and packing supplies to do-it-yourself movers across the nation. U-Haul advertises trucks for $19.95 per day for local moves, but long-distance moves costs significantly more. Additional charges include fuel, damage protection and environmental fees. Even with these expenses, U-Haul can be a budget-friendly option.
Pros & Cons
- Economical choice
- Roadside assistance
- Nationwide availability
- Preferences not guaranteed
U-Haul, when used appropriately, is an affordable option for DIY movers, especially for local moves. Be aware of extra fees and make sure to understand that a reservation is not a final confirmation.
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Reviewed Aug. 23, 2019
We have rented units in previous seasons and never seen any insects, however, after cleaning up our unit one night, we were walking down the haul and a cockroach ran across our path.. one that I've never seen in Anchorage before. We addressed this with the office staff, and she became all defensive, implying that maybe we brought in the bugs!! How disgusting! It seems to me that given the amount of people in and out daily, and from wherever they might be coming from or moving to, they would be on top of pest control!!!
Reviewed Aug. 21, 2019
Don't use the U Box services of U-haul. It is one of the poorest run operations that I have ever experienced. I started with reserving TWO U boxes and kept them at a Seattle, WA U-Haul facility on Rainier Blvd.
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 **
Reviewed Aug. 20, 2019
We rented a 26’ trailer for moving and they charged me an extra 65.00 saying I went over mileage and I didn’t!!! Truck broke down 6 times!!!! 6!!!! Call roadside assistance and once the truck started again they told me “do you still need our assistance?” Well duhhh the truck keeps breaking down!!!! Now they are saying I never called which my call logs show I did!!!! When I asked about the email they sent to me they said, "Yes you went over." I said, "No I didn’t!!!!" First and last won’t ever use again!!! They say they talk on a recorded line but I called several times and no logs on their end!!!! Horrible service, rude workers, and they try to charge extra because they have nothing better to do!!!! AND LAST THING....Asked to talk to a manager or someone higher up and nobody is ever available!!!!
Reviewed Aug. 19, 2019
I rented 20 foot truck for local rental as U-Haul advertised for 39.95 per day and .89 cents per mile, also rented 12 by 40 storage unit that had visible leak in roof that they agreed to discount as am a disabled military veteran. When returned the truck was charged 79.90 for the 2 days and $1.09 a mile for 50.7 miles, that is the mileage I drove but I should have only been charged 45.12 in mileage not 54.50. Now if I take the 79.90 truck rental for 2 days and 45.12 mileage plus whatever environmental fee is at $2.00 that comes to 127.02 + 11.81 tax coming to 138.83 not 149.92 the rate is 79 cents a mile not 1.09.
Reviewed Aug. 16, 2019
Made a reservation for a specific truck size and rate a month ago but woke up this morning to an email saying they had changed my truck size, rate and pick up time without warning. When I called to figure out what the problem was their response was 'Sorry, nothing we can do.'
Reviewed Aug. 14, 2019
U-Haul service is absolutely awful. U-Haul will change your pickup location without notifying you over 30 miles away. You show up and are told they don't have your truck and you need to then go out of your way to pick up and add even MORE miles so they can charge you more money. U-Haul doesn't have their logistics figured out and instead of handling the issues on their end, they make you, the customer, make up for their shortfalls. You would think with all of the years of experience they'd have this figured out, but you're wrong. They have no idea what they're doing.
Reviewed Aug. 13, 2019
We rented trailer to move a riding mower. After dropping off the mower on the way to return it the trailer drops to the ground and the tire starts smoking. Assuming it will just be a simple flat we start looking for spare. The trailer doesn’t come with a spare. Upon closer inspection a spare would do nothing since the trailer came apart where the axle housing attaches to the leaf spring. Called my local U-Haul where I rented it from and was directed to some kind of 800 number. The 1st agent said it would 30 minutes and she would have an ETA for someone to pick up the trailer. They also requested I send pictures to them. After a long 30 minutes I am contacted by a tow truck driver and his ETA is 1 hour.
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!
Reviewed Aug. 12, 2019
My first and, now, last experience with U-Haul was not a great one. I rented a truck and used a total of 3.5 miles. Somehow their system logged me going 32 miles. When contact them to investigate this beyond what their paper said, they refused to, pointed the finger of blame to me essentially calling me a liar and refused to help. I paid an extra $30 more than I should have, which is not a big deal. However their approach to adamantly NOT help was a bad enough experience for me to never use their services again. Not to mention, what if this is happening to thousands of other people across the entire U-Haul system. That's quite a mark up in their revenue and it's honestly criminal.
Reviewed Aug. 11, 2019
I reserved a truck online with Uhaul. They were $1000 more than Budget but I needed a car hauler that I could only get here. The location was set up within 3 miles of my house. I received no call, text, or email confirming my rental. At location I was sent to fast to another location.... Fortunately they had the truck. I talked with 3 customer service people about the situation and received nothing of any value to give restitution for the situation. I have tented big trucks for moving half a dozen times with different companies and I will never use U-haul again. True customer service is non existent in this company. I would recommend you save some money & get better customer service anywhere else.
Reviewed Aug. 7, 2019
U-Box experience not going well. Recommended # of boxes insufficient. Movers only allowed one box at a time on site, which doubled pack time. 13 day shipping time changed to 22+. Hope nothing's broken.
Reviewed Aug. 7, 2019
Workers at 17467 Manchester, Ballwin give you 10+ out of 1010. ** and his crew go above and beyond in service to be sure that things are done right and safety is paramount. I have rented here several times and never a bad experience. Complete with a drink whatever for you to start your trip.
Reviewed Aug. 5, 2019
My husband and I made a reservation over a month in advance for 4 U-Boxes to be delivered on a certain Friday, to be delivered to our home address from the Manteca, CA location. We were supposed to be contacted 48 hours in advance to let us know the time of day they would deliver, but when this didn't happen, we called and they had no record of our reservation. When pushed, they looked it up that we indeed did have one and they had overlooked it. Unfortunately, because of their incompetent handling of our reservation, they only had 1 UBox to send to us, which arrived later that evening. They promised us that they would contact us the following morning and deliver the other 3 boxes that day as well.
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.
Reviewed Aug. 1, 2019
U-Haul is clearly out of control. Their staff in Ann Arbor is rude and uncaring, the 800 number does not answer and you cannot get hold of a manager. My truck broke down on the highway in Florida. Took 30 mins to get ahold of someone, repair guy showed up in 1 hr, I missed my flight. They cancelled my reservation of my second truck. They charged me an extra day, and just 109% don't care about their customers. They just brushed me aside each time. This company is stuck back 30 years ago when customer satisfaction was not important. Pay a little more for Hertz/Penske.
Reviewed July 31, 2019
I reserved my truck over a month ago only for me to show up at the pickup site and the guy telling me he didn’t have one. The day before pickup I received a call that they had changed my location, and I was like okay cool. The day of pick up I spoke to the guy about my reservation twice and he said nothing about not having it. After calling the U-Haul line, and being sent back to the general main menu options line 5 times, we got through to someone who said they didn’t have any available within a 100 mile radius. I hired movers and everything and they could legit care less. No one offered any kind of solution. How does a rental truck company even operate this way? Clearly, people need their truck at a time for a reason. How do you not keep track of how many trucks you're renting out and end up not having any left for people who reserved one? That is insane. If I could do less than 1 star, I would.
Reviewed July 30, 2019
I was informed after getting the truck that I would have to pay for an extra day just because I had the truck for 4 hours longer. Tried to talk to a supervisor and he had no mercy, just wanted the money. Last year had a great over the top experience with Penske. Had a far worse and much more expensive solution for their company, they offered a free rental to fix the solution. I have used U-haul over the years and wanted to give them another chance but they have lost a customer for life. I'm a Penske guy from now on no matter the cost. Dr. Daryn **
Reviewed July 30, 2019
I booked my U-Haul with a local person I knew 5 minutes from my home. Upon arrival I found out that my pick up location had been moved 20 minutes away. I then drove to the next location which was a gas station. They had 1 person working the checkout and U-Haul. He did not know I was coming and was more concerned with waiting on customers. He didn't know what key or truck to give me and could not confirm the truck sizes. He could not pull up my reservation and when I tried to use the express pick up it was telling me to go back to original location and trying to charge me again. It took over 2 hours to pick up my truck and I had no paperwork or info. I spent 45 mins calling U-Haul afterwards to make sure I had been charged correctly and that paperwork was correct because the gentleman just wrote info down on a scratch piece of paper and sent me with the key. It then rained while I was driving and the inside of the cab leaked.
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!
Reviewed July 24, 2019
U-Haul is a good company, but I am surprised that they let agents take customer payment information (credit card whole number, expiration date, and CVV) from the comfort of their homes (agents working from home in the customer service/reservation department). As a former employee, I still have many lists of customers' credit cards detailed info from taking many reservations over the phone from my home (writing it down on a piece of paper, prevents me from making you repeat yourself). Honestly, all it takes is for our lists to fall in the wrong hands and that will be the beginning of huge nightmare for you. I have been a victim of fraud myself so as I am staring at these lists, I thought sharing this post is the right thing to do. I am definitely not saying don't do business with U-Haul; U-Haul is a great company, but their payment system over the phone can leave you vulnerable.
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).
Reviewed July 23, 2019
I reserved a U-Haul for Saturday. I got there at 9 and no one showed up until 10:40. I spoke with a man over the phone who told me the lady was only 15 minutes away at 9:21 and again she didn’t get there until 10:40! When I tried to call him back he didn’t answer the phone. THEN, I get in there finally and somehow my reservation cancelled (I had just been on the phone with their customer service and it was fine) The lady tried to put me back in the system and said that it was now rejecting my request. Then she said I don’t even have a truck that size!... Wth!
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.
Reviewed July 22, 2019
I went online to reserve a 4x8 trailer and selected a pick up and drop off location. I received an email confirming my reservation. Around 4 pm the day before the pick up they told me I was confirmed to pick up the trailer 40 minutes away from where I selected to pick it up. After numerous phone calls to try and find a closer pick location, they were unable to help me - they did say I could pick it up earlier (I guess to help avoid traffic - this was in Long Island). So we picked it up early... and they had the drop off/return location also different than what I had chosen.
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.
Reviewed July 19, 2019
I went online to reserve a trailer a week before I needed it. The website asked many questions about my vehicle size and type of hitch I planned on using. The website asked me information about where I would like to pick it up and where I would dropping it off. It gave the types of sized trailers and moving material options. I made the reservation, and printed out my reservation number with all the details. The following day I stopped by the U-Haul location to prepay. They informed me that they don’t do prepay because the trailer may not be here and I would have to another location to pick it up. I tried to explain that I have a reservation for this type of trailer and your website said you have it at this location. His response was, "First come first serve.”
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!
Reviewed July 19, 2019
Updated on 07/21/2019: I have 3 U-Boxes coming from Florida to California, they were supposed to be delivered on 7/21/2019 and my access date is on the same day. But the system notified me on the 13th that my boxes were delivered to Hayward, CA instead of Santa Clara, CA. So I thought they may be transferring them later. But waited for a week, and they are still there!! Contacted customer service several times, they all say my order will be delivered on time. But this morning which is 7/21/2019, when I was going to pick up my boxes, the destination U-Haul location said they didn't have my boxes!!!! What a messed up system, and they changed the destination without notifying me upfront!!!!
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.
Reviewed July 18, 2019
I set up a U-Box reservation, have movers load my stuff and take it away, to be told on the flip side that my delivery date is not guaranteed even though my stuff is in the town I need it to be. So, I set up movers through Moving Help, called U-Haul back to let them know who I hired and when they would pick them up. Asked if there was anything else I needed to do... They said no. Come the day my movers show up at the Mineral King Location in Visalia Ca... They waited for 4 hours for them to load 1 U-Box (I had 3) onto a trailer. Because of this I did not get my stuff that day.
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.
Reviewed July 17, 2019
I scheduled a rental trailer on Sunday for Wednesday. On Monday they called and said it wasn't available at my location. (**) So they set me up in another. (Woodhaven) On Tuesday that location calls and says no availability at their location for Wednesday. So set me up in another location for the 3rd time. (Hempstead) Now Wednesday, I'm on my way to the Hempstead location and I get a call that it's not available again. Like wtf?! These guys take your money and give you the runaround to then tell you there's nothing available. I was willing to go 40 miles in the opposite direction to pick up my rental and was on my way there. They are very rude and definitely not courteous. With that said I would never use U-Haul again. Very unprofessional.
Reviewed July 11, 2019
Trailer rental from ACL Moving Company Anderson IN unusable condition. They were to credit us, sent us to Midstate Truck Equipment Greenfield IN to get diff. one. Got double billed for Midstate and not credited for ACL. Waited a whole week and 1/2 to receive credit from ACL for $785.38. Still don’t have the $785.38 back for the double billing from Midstate Truck. It has been two weeks today and U-Haul Corporate could care LESS that they charged us 2 extra times $1600 of OUR money though no fault of ours for 2 weeks!!!! Numerous phone calls to Corporate and the locations and our bank. The bank is the only ones that jumped on it but did not have the credits. U-Haul gave us a lousy $50 buck credit “for our trouble” which somehow miraculously came through right away!!!! Sickening! This could have ruined some people! We were forced to move money in our accounts and everything due to their errors!!!!
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!!
Reviewed July 8, 2019
I only went 70 miles at the most from Oak Grove MS to Laurel MS and took the truck back. They charged me $75 at the moment of pickup, but the next day and unauthorized payment of $35. Never ever again will I rent from them and I know 2 other people who are fully about business who had the same experience. Had I known all of this I wouldn’t have put their gas needle back.
Reviewed July 6, 2019
I picked up a 20 foot truck for one way from Regina to Toronto. Truck was not having cruise control, was not even serviced properly making cranking noise and worst in mileage. Manager told me that I will get 10% off which I never received it, called customer service 5 times every day to get it resolved but all customer service agents don't know what they are saying. Getting different responses from all the agents. Worst service ever. Don't pick U-Haul if planning to move. Get it moved using movers. At end you will pay the same amount which you will pay to get it moved through movers. Find someone else to help it moved. Don't get it moved using U-Haul. Customer service agents don't care about the service as money is paid upfront for the truck. After getting money they don't care how the truck is - how the service is.
Reviewed July 4, 2019
Way too much administrative overhead. Took me 20 minutes to rent a pickup truck, and would have taken 30 or more to get it checked in if I had not jumped the line. I rent trucks at Home Depot - it's 5 minutes out and 2 minutes in. And they don't charge 79 cents a mile.
Reviewed July 3, 2019
We rented a 28 ft truck to move across country and they gave us a 2003 truck with 144000 miles even though they had newer trucks on the lot which they said was for local only. This truck broke down twice, drivers door would not seal, front end bounced when over 60, cab leaked in the rain, power steering did not work at slow speeds and engine missed and and constantly backfired. Made to El Paso U-Haul service center and all they did was tune up and sent on our way. Only made it 11 miles and had a blowout. When the tire guy came he said the tire was old and should not have been used.
Reviewed July 2, 2019
I was overall happy with the U-Box experience. The price was the most reasonable. Although you must be flexible with your deadlines. The boxes came at the right date, and were picked up at the right date. And they were delivered on the right date. But they did not remove the boxes on the right date. If that is fine with you, then I would fully recommend U-Haul U-Boxes.
Reviewed July 1, 2019
Updated on 08/26/2019: Today is August 25th and I actually received a collection notice for $78 from U-Haul. So not only did my VERY NEW MATTRESS get ruined because your water resistant trucked leaked, and U-Haul NEVER returned my $100 deposit, but NOW I have a collections notice for blankets I NEVER RECEIVED. I received a call from a manager about a month ago. I called back 4x and left a message on an answering machine, but no response. I have written U-Haul numerous times... no response. It has been 3 months.
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!
Reviewed June 30, 2019
I arranged to pick up a ten foot truck just a few miles from my home in Vero Beach at 10:30 am on a Saturday. When I arrived there, they did not have a ten foot truck nor my reservation and told me that my reservation had been moved to another U-Haul location approximately five miles down the road. When I went to the second location, they had my reservation in their computer, but they said that the ten foot truck that they had for me was not mechanically sound and would not start. I called the U-Haul number on the advice of the man at the 2nd U-Haul location and waited on hold for at least 15 minutes.
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.
Reviewed June 27, 2019
At U-Haul, they are all a lying, cheating, pack of thieves that only want money from you. I called U-Haul on Monday and reserved a 26' moving truck to be picked up in Leadville Colorado Wednesday morning at 9:00 a.m. and was assured everything was good to go and would be ready and waiting. Tuesday evening I received a text message that said my reservation was moved over an hour away to Buena Vista Colorado and they no longer had the 26' truck that I needed and reserved, only a 20 footer that could be picked up at 10:00 a.m.. What went wrong???
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!
Reviewed June 27, 2019
I spent hours on the phone with U-Haul's customer service, mostly on hold. Then most of what they did was wrong and had to be re-done. They reserved me a storage unit 30 miles from where I needed it to be in Charlotte NC. When I realized this I spent a lot of time on the phone again, on hold a long time at first, then the first person could only book my new reservation in a better location. I had to be transferred and on hold again to get another person to cancel the other one. Then after driving 1000 miles and going to the U-Haul facility, they had reserved a 2nd story unit when I wanted ground floor.
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.
Reviewed June 24, 2019
I recently rented a U-Haul pick up truck in Arlington, TX. The attendant and I did a walk around to observe any scratches before using it. She asked me to be careful not to put any scratches on it as it was a brand new truck. I used the service to haul a refrigerator. I also used an appliance dolly that was provided by the attendant. Upon return, the attendant went straight to the bed of the truck and pointed out a scratch on the plastic bed liner. She appeared very upset as if I’d had damaged the entire truck.
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 $70 to replace the bed liner. I’m pretty sure it wasn’t replaced and that the extra money was pocketed, and I believe I was scammed. The people running this store should be stopped. It’s no telling how many others have been scammed.
Reviewed June 24, 2019
Requested a truck from 1-800 customer service, but pickup location didn't have it nor were they aware of me coming. Called 1-800 back & it was changed to a different location without my knowledge. I arrived at new location & dealt with a 13-yr old boy who had difficulty with computer system (25 min) & captured transaction as a "return to same location" even though it was clear with everyone that it was a "one-way from Cornwall to Ottawa". This kid nor his dad who finally made an appearance at the end knew where my drop off location would be, nor did the 1-800 folks each time I spoke with them.
The dad at this dealer just told me to drop it off at nearest to me in Ottawa. So I did so & this dealer recommended that I call 1-866 customer service ASAP to clear up or I might get charged huge penalty for dropping off at wrong location... So I did, spent another 15-min getting through to a customer service rep who couldn't help me so she put me back in the queue! I then waited another 15-min for another rep who finally helped put it to bed, but overcharged me. Luckily the dealer helped correct that matter! Argh... Worst service overall EVER!
Reviewed June 22, 2019
We moved from Florida to Alabama, when we returned the truck the 13th Of June they owed me 163.13. The lady in the office only had 100$ and owed that to another customer, so she called someone in Arizona and they said they would have to issue me a check. We were told that it would be at my address the 21st of June. When it didn’t arrive, we went the next day to the place we dropped it off like we were instructed by the lady in the office, it was closed even though it says office hours on Saturday: 8:30-5. Well we then called corporate and they told us that the check was sent out on the 19th of June and we will have to wait two weeks for the check. Then when we explained that is our money and we need it for gas and food, they kept putting us on hold and sending us to different places to get rid of us. They acted like it was no big deal and that we should just wait.
Reviewed June 21, 2019
I rented a U-Haul in Dexter, GA and the truck was very dirty and the lady keep overcharging my cc, so pls watch the store. They overcharge and the truck was so bad, had to clean it before I can use it and I called U-Haul right then and that's all they had and I had to use to move my stuff that day. And even my 2 kids got cut by the glass on their hands and U-Haul is not giving my money back on it. I have always used them many years until now, I will never use them again. U-Haul is even not willing to pay for my kids' Dr. bill for over the cuts they got from their truck....
Reviewed June 19, 2019
I received an email 3 days before the reservation date and was told there was no truck available. I wasted many hours on this. Till the end, U-Haul still said no truck available and some manager will call me and give me 50 dollars. At the same time, I found the same reservation still available for booking online, so my spouse booked the same reservation. To our surprise, this reservation was fulfilled with no problem. So U-Haul wasted so much of my time and gave me so much anxiety for nothing. At last, they refused to pay me 50 dollars.
Reviewed June 16, 2019
I am in the process of planning a stressful move. Found the sales team very unhelpful. Although there seems to be a decent range of size for trailers it seems the very one that I need can't be used for a one way trip so I would have to pay double the price for an over sized trailer if I use U-Haul. When asked why the 5x10 trailer can be used for a one way trip I was told "I dont make up policy...that's head office's choice." Very poor customer service...I am now cancelling my U-Haul order and going with someone else.
Reviewed June 10, 2019
My son-in-law made an appointment to have a 2" square tube trailer hitch installed on my Lexus RX350. The e-mail confirmed it was scheduled for June 10, 2019. The e-mail also stated the time, contract number, and total cost. I arrived early with a copy of the e-mail from U-Haul in hand. The young woman said that the installation was scheduled for the 19th of June. I showed her my printed e-mail reservation directly from U-Haul clearly stating the installation date as June 10, 2019 at 1:00. She simply stated they couldn't fit me in and the e-mail was incorrect; no apology, no consolation. Shameful service. I will not return.
Reviewed June 6, 2019
I made arrangements to pick up a truck on my move date and at the last minute the truck location was moved to a place not convenient for me (the paying customer). I was given several excuses but left hanging and completely paralyzed on the move day without a truck. Consumers think before you select this company for service - they are not worth the hassle!
Reviewed June 4, 2019
My husband and I made a long-distance move in conjunction with U-Haul. We contracted with their movers to help us unload once we reached our new home. On the day that the movers were supposed to help us unload our truck, they could not be reached via text message (their preferred form of communication). When my husband called the movers' phone number it was no longer in service. We then checked our bank statement and found that they had already collected their fee. We then called U-Haul to tell them that the mover was a no-call, no-show; and that they had already collected their fee.
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!
Reviewed June 4, 2019
I made an online reservation for a U-haul and received a confirmation that when I went to pick up the truck, all I had to do was log into my account from my mobile device. My reservation was for 8 am on a Saturday morning. When I went to pick up the truck a few minutes before 8 am, the site wasn't working and just kept asking me to log in with a new verification code... and they sent me a new code every time the page refreshed. So, I went inside the gas station to ask the attendant for help. He said his boss handles all the u-haul rentals and he couldn't give me the keys and his boss wouldn't be in until 11 am and there was nothing he could do to help me. So, I left the gas station without my rental. I tried calling u-haul but there was a 20 minute hold wait time. So I tried reserving online at another location, which is what the hold message suggested.
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!
Reviewed June 4, 2019
I rented a 26 foot truck in Lincoln in early May 2019 with 60k on the OD and a trailer for my 2017 Honda Pilot. I was traveling to Utah so I decided to take a more northern route through Wyoming and down through Salt Lake City. The first problem I noticed was the straps for the front wheels of my pilot were off half way through the trip. I called U-haul and they informed me how to put them back on. They kept coming off the entire trip and would not stay on and I am shocked my Honda Pilot stayed on despite this. This was not the worst of it. Coming through mountainous terrain just outside of St.George Utah at 11:15 pm, the brakes failed on my huge truck at the top of a hill and I was not able to downshift and the parking brake failed and I thought I was going to die. I went hundreds of yards going 50-60 mph unable to stop it and had to go off into sage brush but this did not work.
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.
Reviewed June 2, 2019
Not the U-Haul I remember, but in this case that's not good. Reserved truck for late evening pick up near our home, was told someone would call next morning to confirm details. Nobody called. We called and were told we'd have to get the truck from another dealer 15 miles away. Okay. Then told that wouldn't be possible, we'd have to drive 40 miles to pick up a truck in the middle of nowhere. We went out the door, but got stuck in traffic on freeway due to accident. Knew we were running late. Called the business, but the number listed on Google had been disconnected. Called information, but that number nobody ever answered. Call U-Haul 800 number. Kept driving to location.
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.
Reviewed May 31, 2019
U-Haul 9th Street Huntington, WV Location. I have used approximately $5000.00 worth of goods and services with U-Haul this past month whether it was the 3-26' trucks, the auto-hauler, the 2-6x12 trailers, the packing supplies, moving help, storage rooms or whatever. I had no issues at any location (Dallas, Houston, Prosper, TX & Memphis, TN) other than this one. The two people working here are the two absolute worst U-Haul representatives I've ever experienced and since this location is just down the street from my home, I have used them very frequently.
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.
Reviewed May 30, 2019
Beware of the BAIT AND SWITCH on pricing. When you ask U-Haul customer service for help they will tell you, "Sorry not all of our representatives on location understand our contracts and gave you bad information. This is now your problem and if you have an issue with what you were charged take it up with your bank." WHAT??? When I walked out of the office I was going to leave a great review as the service was slow but friendly but from the time I dropped the car hauler off and what we were told during the checkout did not match.
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.
Reviewed May 29, 2019
Christine helped me out canceling a reservation which I had to drive 1 and half to pick up and help me with the drive to pick and added a few more miles to help drive back home. This is cust service @10.
Reviewed May 22, 2019
My son was moving from Boston, Massachusetts to California, Maryland. I suggested Pods but he researched and found better prices with U-Haul and their U-Box. He also was happy to find out that they partnered with local movers to facilitate unloading the U-Box. He scheduled to have 2 U-Boxes dropped off at his apartment in Massachusetts. In Boston, everything went well. The U-Boxes were dropped off, my son and my daughter (who drove hours to help her brother) loaded all his stuff into the U-Boxes. My son hadn't settled on his rental townhouse, so the U-Boxes were headed for storage for a week or so. He scheduled to have U-Haul drop off the U-Boxes. He also scheduled local moving helpers on U-Hauls website to help him unload. They were due to come on Thursday May 16th. U-Haul dropped off the two U-Boxes; however, the moving helpers never showed up.
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.
Reviewed May 22, 2019
I made a reservation at a particular location, and the very nice woman helping me told me that I could change the time or size of my truck at any time. I was booking far in advance. Got my reservation. Then I realized I should probably change the time and I did. Then, the location got automatically switched on me. Very upset.
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!!!!"
Reviewed May 21, 2019
Do NOT reserve with U-Haul on a busy college move out weekend. They will take your reservation and state that your location is a "preference". I had to drive 2 hours out of the way to get a truck. When I called customer service they told me I was "lucky" because some customers were driving twice that distance. The logistics or scheduling department must be aware of busy or heavy volume locations and dates. There has to be a more streamlined process. Also, a confirmation and the exact pick up is not given until 24 hours before so there is no time to make alternate arrangements. After driving 4 hours to my daughter's college and then adding 2 hours to get a truck was not a good experience. PLEASE DO NOT USE U-HAUL IF YOU ARE MOVING IN OR OUT OF A COLLEGE TOWN - THEY SIMPLY CAN'T HANDLE THE VOLUME.
Reviewed May 21, 2019
Probably one of the best examples of poor customer service. On 5/18/19 I bought an $800 piece of furniture at an estate sale that had to be picked by 1PM the following day. As such, I reserved a truck to be picked up via 'express pick-up" at a U-Haul site about 20 miles and a ferry ride from my house. The transaction should have given me 'express' access to the keys to the truck and I would be on my way in plenty of time. Issues began immediately and that I could not get access to the key and kept getting asked the same information again and again on my phone (information I had given the night before).
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!
Reviewed May 19, 2019
I was verbally threatened and harassed by a male worker whom proceeded to call me several disgusting names and threatened to beat my ** several times, repeatedly called me a dumb ** and all because they were backed up and was called all of this and threatened before I could ask where they wanted us to park their truck. I will never rent or step foot in this store or any U-Haul again!! If this is the type of people you hire your business is not for me. I felt very unsafe in your store by your male employee and literally parked across the street to avoid being physically attacked by him!!! This store gets the worst negative rating I could possibly give it!!!!
Reviewed May 18, 2019
Made reservation one month in advance, only to be emailed 2 days before I needed the trailer, that my pick up location was moved to an hour away, when there were 2 locations within 10 minutes of my house. Terrible customer service.
Reviewed May 16, 2019
I bought a hitch from U-Haul. Persons at the U-Haul center are friendly and knew what they are doing. Since available time for installation is too far apart, I called U-Haul Reservation Center to locate different Center that I can make reservation for installation. After answering all vehicle info and dumb questions, such as, "why did you buy hitch already?" The Agent says the system is down and I need to call later. I did, and I had to go thru answering personal info, vehicle info 8 times to 8 different agents with 4 calls and 2 transfers each. They still couldn't complete my reservation. I don't know if their software is dumb or their Agents are dumb but they seriously need to change. Pretty soon, nobody will call the Agents. We will all go online to avoid them. Sad.
Reviewed May 16, 2019
I had reserved my Uhaul trailer 2 and a half months in advance. I received an email three days before my move notifying me that my case had been taken up by the Traffic Control Manager in Madison, WI. I then received a text two days before my move telling me that my reservation was moved to a different location. Turns out the location was 45 minutes away from my moving location. When I contacted Jenna, the Traffic Control Manager, she tried several times to get me to cancel my reservation as if that was an option two days before I am supposed to move.
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!
Reviewed May 16, 2019
I have never dealt with a company that has been around for such a long time be so unprofessional. I am moving long distance and I will never use U-Haul again. First, no one answers the phone. All they do is keep transferring me with no answers. I have paid a lot of money and I feel that they are just money grabbers. I can't seem to locate my belongings and they seem to have lost 3 U Boxes. Manager is supposed to call me and I have been waiting all day. Still no call. I called the U-Haul that was supposed to be storing my belongings and they have no record of it. Please just hire a moving company that will do everything for you and you do not have to deal with 9000 departments and no one wants to tell you any answers. Please pleeeeease do not use U-Haul!
Reviewed May 15, 2019
I rented a 4 x 8 U-Haul trailer in Nashville, TN. My destination was Mobile, Al. The towing vehicle was a 2014 Toyota Tacoma 4 cyl. Hitch rate 6000lb. The following items were placed in the trailer: 1 resin wicker loveseat weight 65 lbs, 1 resin wicker glass top coffee weight 32lbs, 1 queen size sleigh bed frame with side rails weight 160lbs. I loaded items towards the front but could not place them flat against tongue end, but all items were placed towards the front. There was approximately 2 ft of empty space in the rear. The items were strapped together.
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
Reviewed May 4, 2019
Got a storage pod with them. A week later I find out they sent it to California for no reason, and charged my credit card for $1200. It took me 6 weeks to get the box sent back to Denver and 4 months to get them to refund my money. Now I'm waiting for the box to arrive at my house, scheduled for 8am. It's now 2:45pm and the only person to contact me was the sub-contractor they hired to deliver the box. He was never contacted about the appointment until I called U-Haul after 3 hours of waiting to ask where my storage pod was. He got to the U-Haul location and called me back again asking if my storage pod is supposed to be empty (it's not).
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.
Reviewed April 30, 2019
I booked a 26' truck for home move back in early April, I'm moving on May 30th. Decided to add a day to ensure move went well, did this online (Apr 30th). Got a call 10 min later, order cancelled as they had someone else who need the truck!!! Offered me a 9' truck to move my home in one day! They were shameless, piss poor customer service, they just don't care.
Reviewed April 29, 2019
Uhaul contracts with fly-by-night hired hands at Moving Help that have no moving insurance, so my building would not even let them move our stuff on moving day. When I ordered moving help through Uhaul, I expected a professional mover to arrive who was able to move our furniture. That did not happen and customer service did not offer any help whatsoever. My husband took off work and we had to schedule our move with both buildings and pay security deposits. Uhaul could not have cared less and didn't even try to send a replacement.
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!!!!
Reviewed April 28, 2019
We ordered the 15 foot truck online on 4/24/19 through U-Haul.com to be picked up at Ragland Rd, Beckley WV location at 9:00 am on 4/27/19. We declined moving supplies throughout the order process but accepted the insurance. My credit card and driver's license information were entered and my credit card was charged $153.79. The email we received was not a receipt but an order confirmation to connect to U-Haul.com. I received a text message on 4/26/19 that I would be picking up the truck at Beaver, WV. I called the Beaver, WV location and spoke to the U-Haul lady who said that she had a confirmation that I would be picking up a truck there at 8:00 am on 4/27/19. I told her we ordered the truck to be picked up at Ragland Rd at 9:00 am and she gave me the 1-800 number to U-Haul.
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.
Reviewed April 25, 2019
Went in to complete contract.. The guy behind the counter went to the back of the building to pull the truck and tow dolly around to the side of the building... Only thing he said to me was the truck had the keys in it.. Asked about a damage form. He said he knew about it. No walk around to explain anything on the truck or how the tow dolly attached to the truck... Never asked if I had any questions. Nothing... It was like I was a inconvenience to him.
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..
Reviewed April 25, 2019
I reserved two U-Boxes through U-Haul to be delivered on 03/25/2019. I never received a confirmation email of the delivery, so I contacted U-Haul on 03/25/2019. I was advised that my boxes were not scheduled to be delivered, and they called around, and the boxes were to be delivered that day still. One box was delivered around 9 pm that night, so I lost a whole day. The second box was not brought. I was advised that if I needed the second box to just call and let them know. I received several calls from U-Haul representatives as they did not know if the boxes were delivered, and what the serial numbers on the box was. They did not know if the U-Box was delivered, or I picked it up, they didn’t know I received one box and not two!! I determined that the 2nd boxes would be needed.
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.
Reviewed April 22, 2019
I went to another U-Haul where I do business. The manager always waits on me. Never have problems. He unfortunately didn't have the trailer I needed. He sent me to Wrightsboro Rd in Augusta, GA to pick the trailer up. I walked waiting patiently as the guy helped another customer. After 10 mins a lady walked out to assist me. I walked up once to the counter the other associate. Was struggling with his customer. She started helping him. Never acknowledged I was standing there.
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.
Reviewed April 20, 2019
4/12/19 All of these bad reviews make U-Haul sound really scary to deal with. I've had dealings with them in the past that went well and my most recent experience was no exception. I called and reserved a 26' truck, a dolly and moving blankets. The day before I was due to pick it up U-Haul called me and texted me to let me know that my pick up location had changed. It was actually closer to my house! BONUS.
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.
Reviewed April 18, 2019
We rented from U-Haul. The dealer wanted $100 cash as security while the company says it takes credit cards only. We paid the bill in full with cash and got a bill months later from the company. Thankfully we had our receipt.
Reviewed April 10, 2019
Pick up office in a very smelly office in in another business. Truck was fine. Personally was fine. Knowledge of drop off points within his area poor. Looked online for drop off points couldn’t find any. One location abandoned Mott station. Another had trucks but wasn’t allowed to take any more. One online point was a private resident address that didn’t have anything to do with U Haul. Wanted me to drop off away from the area. It was ridiculous. Wound up dropping off back at pick up point further from my end of day. Than received nasty phone call from manager about the review I gave them. What kind of organization are they. NEVER AGAIN. I warned all my family and friends.
Reviewed April 9, 2019
We rented a 4x8 enclosed to travel from Michigan to Utah and back. As we were packing the floor of the unit appeared clean somewhat, but was not. Gritty black grease was on your hands if you touched it. My husband had it held full by the time I realized that was getting on my baggage. The next problem was more serious. About 10 hours from home we realized there was something wrong. I added hours and stress to our already very long trip. We had to find the contracted towing company first and they concluded it was bad wheel bearings. They couldn’t fix it. On to a U-Haul dealing to trade the trailer for a working one.
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.
Reviewed April 8, 2019
This is the verbatim comments I left U-Haul after suffering a rental with them last week (April 6-7, 2019): The locations, their staff, and truck were fine. U-Haul's online reservation program absolutely **! When I registered by phone, your reservation agent put in the wrong time for pickup (they put in PM not AM for the time), so when I showed up to the NEW HAMPSHIRE U-Haul location to pick up the truck at the (closed) location using your app, I was 12 hours early per reservation. I called your customer service team and got a "person in training" who did not know how to fix the reservation time and had her supervisor in the background advising what to do.
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!!!!
Reviewed April 4, 2019
They told me one price and charged another and a lot more!! 29.00 and 8.00 does not add up to 121.98 and they are rude!!! I wanted it for 1 day. They are making me keep it for 2 days and charging for it too!! I will never deal with them again.
Reviewed April 4, 2019
I just called to inquire the estimate of the rental truck. Customer care rep. pressuring too much by asking card details from customer. I said I will call back later and she gets mad at me. I will never use U-Haul service in my life.
Reviewed March 31, 2019
30 mile, one way trip cost over $100 dollars, even when advertised $19.95. Filled gas tank and under mileage too. Will tell people to use other company. I live on disability, I will have to go without something this month. Thank You.
Reviewed March 31, 2019
I called the toll free customer service number at U-Haul to get my questions answered. I never got my questions answered, the customer service agent named Paul was trying to scam me. I wanted to know what size trucks the lots in my area had available for the day. Online was giving me different choices that made no sense. When I tried to get a U-Haul from my area, it would show that there was not one available, and I had to go far away to pick one up.
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!
Reviewed March 26, 2019
I have used U-HAUL several times over the years. The inventory system in place is poor and the dealers are largely undertrained to answer the questions correctly. I had needed a trailer for a move. Got online to search for the equipment and found 2 locations in my area that had the equipment. In the past I have found that if the equipment is not there they have trouble getting your refund to my card if you book it online. (I have read other horror stories about getting overcharged also) I called the places to have them hold the trailer and when I got there? NO TRAILER!
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.
Reviewed March 23, 2019
This weekend I rented a van from U-Haul for 89 dollars a day including 150 kms a day. I kept the van 3 days. I drove 310 kms. The bill was a whopping $591.26. The company charged me 182.90 for non existent extra mileage. It is not possible to make sense of this receipt. The company stands by its charges which for a van that was initially advertised for 19.99 a day that came out to just under 200 dollars a day... is disgraceful.
Reviewed March 16, 2019
I rented a truck on 2/28/19. This Experience has been HORRENDOUS! I reserved the truck the day before. There was a $75 estimate. My mom picked it up and returned it in one piece but forgot to refill the tank, fine. I first seen an attempted debit from U-Haul for $299.00!! I opened a dispute and this was my first and last correspondence with Sean **. He gave me a very generic response stating the truck was returned to a different location so I was being charged a one way fee!!! The next week my cc was then charged $329 by U-Haul University City!! I reached out to the Assistant manager. She originally stated she didn't know what the charge was for, then attempted to say there was damage to the truck, I advised I KNOW THERE WASN'T ANY DAMAGE. She then explained the one way fee and said I would need to contact the West Oak Lane location again.
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!
Reviewed March 15, 2019
I've been a U-Haul storage customer at the Ayer, MA location for 16 years. In that time I've had my monthly rate increase from about $80 to $140 with absolutely no change to the facility whatsover. During that time I've asked for a few simple improvements such as extension of the rainspout beyond where it drains right at my lock, a new rope for the overhead door, and assistance thawing the water that froze in my lock from the spout. Every time I got nothing. Most recently this location took delivery of a bunch of older U-Haul box trucks and began dismantling them on site. They spread the boxes and the truck bodies in the alleys between the storages and I was unable to access my storage. I went to the office and asked them to move the trucks. They said they were not theirs and that they couldn't move them. That was the last straw.
Reviewed March 15, 2019
I called to report a crazy guy driving a U-Haul truck. After several attempts to report this incident to customer service they keep me transferring to different departments. The license plates are ** from Arizona. He was driving by Parthenia Ave and Lindley. Brainless guy putting other drivers in danger and worst customer service. They really don't care who drive their vehicles. What a shame.
Reviewed March 8, 2019
After the truck broke down the first and 2 hours waiting for a mechanic they told me to keep driving the truck and it was safe. After another hour of driving the truck became hard to control so I called them again. They told me the truck was fine to keep driving and that the first mechanic said the truck was fine. I called that mechanic and he stated that he told them the truck was making a noise and had an issue. After I informed U-Haul of my call with the first mechanic they decided to send another.
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.
Reviewed March 5, 2019
I had to drive over 100 miles to pick up a car transporter on the day of my move, even though I had provided U-Haul with several days notice. When I questioned why I had to pick up the transporter, they were defensive and not cooperative or understanding. The customer service was horrible. Everything from picking up my truck rental to getting a copy of the final bill was botched! I would give U-Haul negative stars, if I could! U-Haul needs some serious competition!!
Reviewed March 3, 2019
The facility has large colonies of rats. It's unbelievable. If you go to your storage unit at night any time after dark you will be stunned with the noise. The amount of rats is huge. You can tell from the noise. I am not exaggerating. I didn't have a choice because I had paid for truck and movers. Went back the next day 7-9 pm and I was extremely frustrated. My belongings are sitting in a rat colony. I don't know if I will ever bring them home again. I don't recommend this location. BEWARE.
Reviewed Feb. 23, 2019
The only reason gave them one star because there is no option for zero stars. The Uhaul customer service/reservations phone number is a complete fraud. My husband called in this morning to make a one way reservation in preparation of our move to Georgia this upcoming July; we were going to use Uhaul because of our previous experience and their "right equipment at the right price guarantee" motto.
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.
Reviewed Feb. 23, 2019
On 2/22/19 we had rented a 10' truck from Carnegie Pa to West Seneca NY. We informed the girl at time on rental we only needed it for the day, but she still charged us 257.61. When we returned the truck on that evening, first of all we had to wait as there was no one to take care of us at the Rental return in West Seneca NY. My husband then explained again the charges and showed we rented it that day and we were returning it the same day, the guy who took care of my husband stated, "I can't do anything about it..." handed him a business card and said, "Call this number". My husband attempted to call with no success. Thus we have been overcharged.
Reviewed Feb. 22, 2019
U-Haul waits until the day before your rental to tell you they don’t have your vehicle available where they said it would be. Instead you’ll drive 30+ miles out of your way to have the privilege of renting from U-Haul. When you call, there are no supervisors to speak with. You talk to a scheduler who, if she doesn’t like your tone, cancels your reservation and hangs up on you—the day before you need your vehicle. This is—bar none—the worst customer service I have ever experienced. Someone, and it may be me, needs to start a competitor to U-Haul to knock this company off its lofty perch. They don’t care about their customers. Anyone who has rented from them has their own horror story. This is the last time for me.
Reviewed Feb. 12, 2019
RYAN from West Babylon NY, U-HAUL is the worst!!! Horrible customer service. Don't go there. He will lie to you. He will not get back to you. He will not help. I recommend a different rental company. There is no reasoning with this guy Ryan.
Reviewed Feb. 11, 2019
I rented a trailer from U-Haul in December. During the move we entered a light rain and it flooded the trailer causing significant water damage to our furniture. I called U-Haul upon discovering this and they sent me to Repwest to file a claim. After filing the claim it took over 3 weeks for me to be contacted after sending numerous emails and calls trying to find what the status was, Repwest said I would be contacted in 2 days after filing the claim. When I finally made contact, the adjuster denied the claim immediately as they do not insure water damage. I tried contacting U-Haul after the claim was denied and was told a manager would contact me immediately.
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.
Reviewed Feb. 7, 2019
On 2/2/19, I arrived in Grandview, not from Longview, TX. I wanted to drop off transport, so I could unload truck better in my neighborhood. No friendly greeting at all. They ask me, "What can we do for you." I started, "I wanted to return part of the rental so I could unload my items better." They took 1 look at transport and seen it was missing a ramp. I didn't know at time that ramp had came off. I handed them my paperwork to show I had insurance. They still flat-out refused to help me or offer to get my car off transport. I then ask them why? This guy said just because I'm not, no other reason!! He then told me to go to their service center.
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.
Reviewed Feb. 4, 2019
12025 Parklawn Dr, Rockville, MD 20852. Despite asking insurance (and staff "forgetting" to apply it to bill), all of my late mother's items were destroyed by rodent feces and urine and the manager did not mitigate, nor try to help reconcile this issue. It took me 5 days to speak with a manager about the situation because of his lack of customer service. The manager and another three other staff members said they were aware of someone bringing food into the storage unit and decided to call a few clients to check on their items and I was not called.
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.
Reviewed Feb. 3, 2019
I rented a U-Haul in Al to move back to Florida. The manager was very nice. He offered us 30 free miles. I get to the truck, it's on a quarter tank. They charge me 76$ and the truck needed 10. Pen, FL crooks.
Reviewed Feb. 1, 2019
We rented the largest truck to move 1350 miles. I had the truck reserved 3 weeks ahead of time. We picked up the truck, and the check engine light came on and the engine died. Called and a technician came out and couldn’t find a problem. Went to get gas and it happened again. Took it back to them and they said they fixed it. We paid to have our entire household loaded correctly. When we went back to get gas, it died again. We were due to leave early the next morning to keep our reservations at motels on the way.
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!!!
Reviewed Jan. 28, 2019
Worse experience I have ever had. I always rent from U-Haul and this recent experience I had with them was absolutely terrible. First off I was sent an email with the wrong address of pickup for the truck. I called customer service and after about 40 minutes they realized I was sent to the wrong site. Then They processed a double hold on my account. One payment was processed and cleared the second hold is still on my account. I have called several times. First I was told 3-5 business days for it to reverse. Second time I called they gave me authorization number and told me to call my bank to release. Which my question is how is that my responsibility. I should not have to do a companies job for them.
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.
Reviewed Jan. 27, 2019
In three words...U-Haul basically SUX! No matter how far in advance you reserve a truck U-Haul will, without doubt, make you go to a pickup location so far out of your way other than the location you selected for pick up/drop off. This has happened to me three times already and I'm done with them. This last rental was the last straw. Wrong pickup location & found out as I. It's such a shoddy run company they're a joke. Trust me, go rent from Budget or Penske, you'll save yourself a whole lot of frustration and aggravation!
Reviewed Jan. 23, 2019
U-Haul - Clackamas: I called to get a trailer hitch put on my mom's car and was given a bid of 360 something. We explained clearly what we were pulling and it was fine. Until she took it to a trailer store to get a part to connect it and the guy said, "You cannot pull a pop up tent with your car. It’s too heavy and not safe." I’ve been fighting with the management for a few months about a refund and so far squeezed 200 out of them. They rip people off and I’m not allowing it.
Reviewed Jan. 21, 2019
I tried using the U-Haul's Ubox program and it has been one of the most harmful things that I have ever done. At some point the boxes we rented from U-Haul were severely damaged along with all of my possessions inside the boxes. Since U-Haul damaged my personal property they apparently indentures me in their service. They have forced me to work more than 20 hours of hard labor packing, repacking, unloading and reloading for U-Haul, because U-Haul destroyed my property. More than two months after I learned that U-Haul had destroyed most of my personal property U-Haul has failed to do anything at all. They have lied repeatedly. Literally every employee that they demand review my file or write a report has been a week long vacation. Using U-Haul Ubox cost thousands of dollars and resulted in the destruction of most of the property that U-Haul has refused to accept responsibility for.
Reviewed Jan. 18, 2019
The U-Haul location we booked at refused to honor our reservation with no notice. When we called the location's owner we were told he was sick of running the business, it wasn't his responsibility, and to go bleep ourselves. As stressful as this was, it just gets worse and shadier from here, as the company did not adequately help set up a new rental and ended up adding extra charges anyway. When I tried to leave a review for the location on U-Haul's own website, I was not allowed, as my reservation code registered at a different location. I called customer service again to have them allow me to leave a review, and they made up about a dozen reasons why this wasn't possible, and said they would send a complain form instead. Surprise surprise, no complaint form ever arrived either. All seems like a shady effort to protect bad locations from bad reviews and pretend they offer great service. Absolute disaster with little recourse.
Reviewed Jan. 18, 2019
My mom rented one of the U-Haul storage and I guess she was late on it. My mom ask my husband and me to go grab some of her stuff at the storage. When we got at the storage an old man came out of his car and talk to us. He said "You two need to pay before we put a lock to it." Calling us delinquent! He stare at us for few second then left back to his car. We didn't know she was late on it on till we told her what happened when we got back. What a rude **. Employee shouldn't treat customer like that. Smh. We did try to explain to that dude but he didn't care or listen. Recommend not to try U-Haul!
Reviewed Jan. 16, 2019
Before Christmas, I rented 9 feet van from 3630 College Point Blvd location in New York. I returned it after 8 pm, and left it on U-Haul court. They charged me then extra $60. When I asked why, they said because I spilled out some white substance, so they needed to remove the mat to wash it. (They have 2 prices for cleaning - $30 for light, and $60 for heavy). However, I carried out only furniture, mirrors and Christmas tree. There was nothing in the van that could be spilled or crumbled. They sent me a picture, that showed white spots on the mat. The vehicle plates were covered, so I could not see them to identify the car. I do not know if those were truly spots, or just flash light reflection while they made the pictures. I am confirmed that there is a criminal group of people that is doing that to get more money.
Reviewed Jan. 16, 2019
I paid 416.79 on Wednesday, January 9 to Fort Walton U-Haul - 631 N Beal Pwy - to install a trailer hitch on my vehicle and electrical wiring compatible for trailer I was to purchase and pick up on Friday. I drove 400 miles to pick up the trailer from the seller. Upon arriving, although the seller's vehicle pulling the trailer confirmed that the trailer lights worked, they failed to operate on the installation I had performed by Fort Walton two days previous. Therefore, it couldn't haul the trailer; it being illegal to haul without brake and turn signal lights.
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.
Reviewed Jan. 5, 2019
They charged me 196.00 which it should of been but then they charged me another 120.00 on my card, so I called them and they said they mistakingly charged me the wrong mileage, so they credited my card 120.00 but then mistakingly gave back the original payment also. A week later they charge me the original 196.00 plus a 30.00 late fee, so I called them. They said they screwed up and once again reimbursed my card 30.00. Their billing department is not great at all. Watch your charges after. Always check, my credit card was bouncing all over.
Reviewed Dec. 31, 2018
We will be moving cross country in 11 days. We purchased 70% of our moving boxes a month ago from U-Haul, shipped free. Took a while but we had the time. We planned to pick up the rest of our boxes today directly from U-Haul stores in NYC. Yesterday evening we went online, selected the boxes we needed, were directed to the store that had the boxes in inventory, and we placed our order with a credit card and selected pickup time today. Confirmation was received. We called the store this morning and 80% of the order was actually not available and wouldn't be for at least a week to 10 days. We called customer service and was redirected to Buyer's Club. We called Buyer's Club and they were closed today. We called U-Haul again and was told to call ALL the U-Haul stores in NYC and get our boxes that way.
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.
Reviewed Dec. 20, 2018
I'm trying to defray the cost of professional movers by moving breakable and small items myself from Iowa to Denver. I rented a 26' truck from U-Haul. When I arrived to get it, was told they gave it to someone else and I couldn't have a truck till the next day. Finally found one an hour's drive away if I got it myself. Delayed our whole start by half a day, which on an 11 hour drive makes a big difference. Round 2. Now I want a small trailer. All set, easy, right? U-Haul has lots of trailers on the website. Instead of getting the trailer someplace in my city the trailer became available in DesMoines... 3 hours away. I complained and they found another an hours drive away. But now I add 2 hours of trailer driving to a day I wanted to pack the trailer. If you are hoping to have a planned organized move... DON'T use U-Haul. They're not reliable.
Reviewed Dec. 15, 2018
Back in May 2018 my ex wife needed to rent a U-Haul truck to return to Tucson Arizona from Sparta Michigan. She didn't have the money to do it so she asked me. I send her money for the rental of a moving truck 16 footer. When she had left Tucson six months before it cost $1,200 for the rental. 6 months later it was 1800 dollars. I think ridiculous at that price. The truck they gave her leaked badly from the roof. They ran across a few rainstorms on the way 2 Tucson. The transmission kept slipping on them. I think for that reason more gas was needed to make the trip.
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.
Reviewed Dec. 13, 2018
Had a hitch installed here in July of this year by John the manager. I remember as he was checking me in he said he had never installed a hitch on my type of vehicle before. That didn't necessarily raise any red flags because U-Haul is supposed to be known for hitches and call me crazy but I assumed some measuring device would be used. It apparently was not and now I have a crooked hitch installation. This was not something that I noticed until I attached the bike rack and could visibly see it was crooked. In addition it was installed too close to my vehicle meaning I can't use the rack closest to my vehicle without zip tying my pedals or else they will strike and damage my vehicle.
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.
Reviewed Dec. 6, 2018
1st off Christina with corporate is amazing. However the branch is bad. They rented me a U-Haul truck with bald tires with an impending snow storm. Needless to say I was stuck in my U-Haul for 7 hours due to know tire tread. As it get colder I ran the heat to keep my kids warm while we were stuck in the snow. Now I'm being charged for additional fuel cost, and mileage due to road closure because of the snow.
Reviewed Nov. 30, 2018
On April 16, 2018, I entered into an equipment contract with U-Haul Moving & Storage of Philadelphia for the rental of a moving truck. I loaded all of my possessions into the truck and was involved in an automobile collision while transporting them to my destination. The police arrived and took a report on the accident, after which time the truck was taken from my possession. The truck was returned to U-Haul custody on May 1, 201, but have not had my items returned to me nor received any information about where or whether they are being held or what I can do to retrieve them.
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.
Reviewed Nov. 29, 2018
I rented a Ubox to ship my items from Vancouver, BC to London, ON. The Ubox left my house October 30th and was to be available for pick up at a London location November 15th. I get charged for the Ubox five days before delivery, and I receive an email saying my box has arrived early on November 12th. I have a truck and the day off scheduled for the 16th to pick up and unload the box. Everything thing is going smoothly until the morning of the 16th when I arrive to pick up my Ubox. On arrival I am informed that they shipped the wrong box and someone was supposed to have told me.
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.
Reviewed Nov. 28, 2018
I reserved a truck rental at a rate of 39.95 a day or so I thought. Apparently during the online rental process it defaults to 8 hours and the 39.95 is for 8 hours. My understanding was that I could have the truck overnight. That is apparently not the case. Turns out we needed the truck an additional day. I called the U-Haul location on Governors Drive in Huntsville, AL the next morning but no one answered. Later the manager called and asked where the truck was and I informed him we were delayed and he said no problem and issued another contract. I turned the truck in after business hours and the next day I never received a receipt but my wife said U-Haul charged our card three times adding up to over three hundred dollars.
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.
Reviewed Nov. 27, 2018
I recently needed to rent a U-Haul truck in DeLand, Florida. The website listed six U-Haul suppliers in the area. At the first one we drove to, they said they hadn't supplied U-Haul trucks for a while, but U-Haul wouldn't take them off their website. The second location was closed when we arrived (and didn't appear to have trucks anyway). Out of the other four locations, each one of them either no longer supplied U-Haul or couldn't be reached at the given phone number.