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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.
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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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I rented a 14 foot uhaul truck on 6/14/2008. I picked up the truck and everything appeared to be going fine. They were so generous to give me 3/8 of a tank of gas. So first thing I did was to fill it up with gas, which cost me $75. I then proceeded to the storage unit we had to load it up. We got it all loaded and drove about 10 miles to our destination.
Just before we got there smoke started coming from under the hood of the truck, since we were less than 1 minute away from where we needed to be we drove and parked it there. As I turned the truck off more smoke started pouring out from under the hood of the truck. We opened the hood to find a fire on the drivers side, we quickly got some water and started dowsing the fire. As we thought we were getting it all put out we learned that the fire has spread to the inside of the truck on the drivers side, we then put the fire out inside the truck also.
We then dowsed the entire engine and inside to ensure that the fire was out. Finally it was.
We then called the Roadside Assistance who said they would be by to tow the truck in less than 1 hour, after 6 hours they finally showed up and towed the truck. The next morning I went to talk to the General Manager of the Torrance Store(Carl). I wanted to ensure that my contract was closed out and that I would not be charged anything because the truck caught on fire. I was assured by him that I would not be charged for this. He also told me that there was nothing he could do for me at all at that time to close out the contract. He stated that someone would call me the following day to close the contract out and make sure I was satisfied.
Still after 14 days I have not received one single call back about this and have called and talked to many people about it that just keep running me in circles. To this day and to my knowledge my contract is still open and well what do you know I just received a charge on my credit card from U-Haul for this truck.
I am still waiting to get this solved, I would like to not be charged for this rental, get my $75 in gas money I spent and did not use and also find out why U-Haul thought it was a good thing to rent out a truck that caught on fire and risked mine and my family's lives when these trucks are supposed to go through normal maintenance.
I rented a Uhaul that was said to be positraction becuase I needed to move my boat that was in the desert. As I was moving the boat the U-Haul became stuck in the sand, only then did I find out that it was not positraction. I exhausted my efforts on getting the truck out before calling U-Haul.
I called U-Haul roadside assistance. They then told me there were 2 other people in front of me and that they could find a 3rd party to come and get me. U-haul then called me back saying they couldn't help me and that I needed to find my own way out. I then had to pay 180.00$ out of pocket.
As I returned the Uhaul, covered from head to toe in dirt The customer representitive who reserved the truck for me and had assured me that the truck was positractin and would be ideal for the opereation of moving the boat in sand, said to me with a smart tone, how was your day. I have tried to deal with U-haul but have only come accross rude representitves who have no intention of reinbursing me for my ordeal.
I was stuck in the desert with little water, no food and no electricity. Working as hard as I can in 95deg heat trying to get the U-haul I rented only because it was suppose to have positraction. Uhaul refused to help my situation.
Over the past three weeks, we purchased over $500.00 worth of moving and packing supplies at the Indio California store. We Took Plenty as had advertised on boxes and throughout the store, have 100% Buy Back...Today, when I went to return several unused boxes, I was told because I had no receipt for many of the boxes, they would not be able to take them back. I had at the time, three receipts totaling over $370.00 from that store, however I did not have the receipt for 3 medium boxes, and 13 small boxes. I paid with a credit card, and had purchased them in the last two weeks, but was denied a refund.
I find it abhorring at the time of a move, [they] cannot recognize [their] own merchandise - and your guarantee with both plastered all over the boxes, and stores. The only mention of a receipt being needed, is on the fine print of Packing Planner Checklist. This is the most stressful time, and the fact I even had a receipt let alone three was a fluke. I find NOTHING on my receipts that says in order to get a refund I need to keep it. I find nothing on [their] boxes that says that as well.
The man at the counter would not look up our credit card receipts for me, and told me when I arrived at my new home, I could find the receipt and return the boxes. I am moving from La Quinta California to Cedar Rapids Iowa. Am I supposed to ship the boxes there to get a refund? We will never use any product from UHaul again, and believe me, I will tell everyone I know.
We drove all the way there, spent an hour trying to return their merchandise, and now we are stuck with Plenty of boxed we were encouraged to purchase, and have no use for...about $60.00 worth.
Two complaints...the second one is one that could have caused a death. #1: I rented a 26ft U-haul to move. When I first made the reservation I asked if I could have it from 3:00pm Saturday to 3:00pm Sunday. No problem, I was told. I called later that day to say that I needed it Saturday morning at 8:00am to Sundaya at 3:00pm. No problem, I was told. When I went to pick it up, the local manager said Corporate had rented it for the day, that I could pick it up at 3:00. I didn't have anyone to drive it at 3:00!! That's why I changed my reservation.
The manager said that corporate over-rulled the reservation and there was nothing he could do about it. I scrambled to find someone to pick it up at 3:00. The people who had it didn't drop it off unti 4:30.
#2: When we loaded the truck and drove it all of two miles to my new home, we realized neither the parking break or putting it in park, prevented the truck from rolling. My new house is on a slight incline. I called service, and they said they would send someone out in two hours! With a truck that could have rolled and crushed any one of my helpers, I told him that wasn't acceptable. He said there was nothing he could do about it. I said I wanted someone from U-haul to come out and get the truck, we didn't feel safe driving it. He said no, that it was my problem and that I should just drive it back to the lot, or he would still send out a technician to check it out in two hours. In the meantime, someone could have been crushed by the truck, but that didn't matter to him. I drove the truck back to the lot and told them to have it fixed before someone got killed. I will NEVER use U-haul again, nor will any of my family.
Only one incredibly stressed, dangerous day.
This is a description of the events that occurred in relation to our rental of a 14' U-Haul moving truck on Friday May 16, 2008. I booked a 14' U-Haul truck for May 16, 2008 in order to move from Scarborough to Pickering. At approximately 9:00 AM on May 16, I arrived with Barb Gavieres (hereafter BG) at Empire Car & Truck Rentals (a U-Haul affiliated company located at Ellesmere Rd) and picked up the truck. I began driving to Antrim Crescent in Scarborough and we immediately noticed that the engine was really struggling and hesitating, and there was an odour in the cabin that we thought was gasoline.
We took the truck back to Ellesmere Rd. and told Damian H. and Umair B. that there was something wrong with the truck. We told them that the engine was loud, struggling and hesitating and that we didn't think it would get up to speed on the highway and that we thought we smelled gasoline inside the cabin. Damian H. began to laugh and Umair Baig said that he had just inspected the truck, and that it was in perfect mechanical shape. He said that they use older trucks for local moves, and that they all sound like that, but that is normal. Umair B. said "I guarantee it will get up to speed on the highway." He also said "That is not gas that you smell, it is coolant. I spilled some coolant on the fan while topping up the fluid levels." Finally he said "The truck is safe. If anything goes wrong, it's on me, I inspected it." They would not even come outside and look at the truck.
We took the truck to Antrim Crescent and loaded it with many of our possessions. I entered highway 401 eastbound at Kennedy Rd and found that the truck would not go faster than 35 miles per hour or about 50 kilometres per hour. I put on the hazard lights and exited at McCowan heading north and then east on Sheppard Avenue East, looking for a parking lot so that I could park and call U-Haul. At a red light I called BG (who was traveling with her father in his vehicle) to tell her that I was going to have to find a place to park because the truck was not safe on the highway. BG and her father returned to Empire Car & Truck Rentals and when she entered, Damian H. said "Now what?" She told him that I was going to be stuck because the truck would not run properly on the highway.
The truck stalled as I was approaching the intersection of Sheppard Avenue East and Markham Road, and I noticed what I thought was steam coming from the engine compartment. I called the U-Haul hotline (1-800-) and at about the time that they answered I noticed that it was smoke coming from the engine compartment, and it had started to fill the passenger compartment. I exited the vehicle and told the U-Haul representative that the truck was on fire at Sheppard Avenue East and Markham Road, and she started asking for details about the truck type and where I had rented it, so I hung up and called 911.
A police officer arrived within a minute and a fire truck arrived a few minutes later. By the time the fire crew had arrived the engine compartment and passenger compartment were engulfed in flames. The fire crew put the fire out but when they opened the cargo compartment they found that there was also some fire near the front. Two futon mattresses and a bed frame had started to ignite. They sprayed water in, which wet much of the contents (a list of which will be provided) and moved or pulled out much of the remaining furniture to ensure that the fire was out. In the process, most of the furniture was scratched, dented, cracked gouged, or wetted, and also sustained smoke damage.
After speaking with the operator for 911 I called BG and told her that the truck was on fire. BG told Damian H., who said "How could it be on fire?" BG asked that one of them drive to where I was, and Damian H. and Umair B. each suggested that the other one go. BG said that one of them was going and Damian H. drove out to the scene, while BG and her father drove there in her father's vehicle. By the time they arrived, the fire was out. Damian H. would not help to unload anything from the truck, although the fire crew did help. Damian H. said that we have to call the U-Haul hotline and then pick up another vehicle. We told him that we were too shaken up to drive and we asked that he drive another truck out to the location. He said that he could not drive another truck and that we must drive it. We called the U-Haul hotline and told them what had happened and they said we could pick up another truck at Ellesmere Road.
When we complained to Damian H. about our damaged property and the fact that he ignored our complaint about the truck being unsafe, he said "What are you worried about--you're going on a shopping spree!" We told Damian Ha. that we did not want to load items that had fire, smoke and water damage into our house, and we asked that he give us storage space. He refused to provide us with a place to store our possessions until the insurance adjustors could look at them. A police officer at the scene suggested that we unload items that we can salvage at the house, and then put a padlock on the truck before returning it to Empire Car & Truck Rentals.
After loading our items into a second truck, we unloaded the salvageable items at the house in Pickering and then put a lock on the cargo compartment. When Damian H. saw the padlock he told us that he was going to cut the lock and dispose of our possessions. We told him that he was negligent and that we would take him to court over this incident. We went into the office at Ellesmere and called the U-Haul hotline to see if we could get some fair treatment from the company. While we were on hold waiting to speak with people Damian H. called friends and laughed, saying "They say they're taking me down and I'm letting them use my phone. They don't want their stuff because they say it smells."
While at the scene and back at the office Damian H. repeatedly claimed that by driving out to the scene and telling us to drive a second truck, he had gone to a lot of trouble for us, above and beyond the call of duty, and he said "If you and rented a truck from the Warden Avenue location and this happened, they would just sit at their desks and say, It's not my problem."
The regional U-Haul office agreed to give us up to one month of storage in a locker at their Warden Avenue location and Damian H. agreed to let us keep the second truck until we could unload it there the following day. When we arrived at the Warden Avenue location, the manager was helpful. He told us to document everything and he helped us to load our damaged possessions into a storage locker. We feel that offering a storage locker does not excuse U-Haul from responsibility for the actions of Damian H. and Umair B. This incident caused a great deal of emotional stress for myself, BG and her father. We had to reload and unload items multiple times, ask for assistance from family members, and this delayed the completion of our move.
We were embarrassed at having our possessions scattered at the side of the street and we were chastised by bus drivers for blocking the passenger waiting area and told by a police officer that we needed to get our items off the sidewalk soon or we would be charged. I have spoken with the insurance company that handles the U-Haul Safe Move policy claims. We found that they do not cover replacement value but only depreciated value. Given that this was not a random incident, but one that we tried to prevent by taking the truck back and asking for another truck, it is clear that Damian H. and Umair B. were negligent by not even investigating our concerns about the truck being unsafe. They did not even come out to listen to the engine or to investigate the odour that we complained of.
In view of this negligence, we want our items replaced with new items and are considering filing formal charges for negligence and emotional stress. We feel that Damian H., Umair B., Empire Car & Truck Rentals, and U-Haul Rentals are liable for this negligence and should also be charged by the government. In addition to financial liability, we feel that U-Haul Rentals should discontinue its association with Empire Car & Truck Rentals, and with Damain H. and Umair B.. They did not even perform proper walk-around inspections when we picked up the trucks. They told us what the gas gauges read and in the case of the second truck, it had tank less than they claimed. Their walk-around consisted of pointing at the gas gauge with the truck turned off and then showing us that the cargo area was clean. This is not proper procedure.
We intend to do everything in our power to make this story known and to hopefully ensure that this sort of negligence and deplorable customer treatment does not continue. Much of our furniture was damaged by fire, water, smoke, or by the necessity of moving it quickly by the fire crew to extinguish the fire. We were emotionally distraught. Our move took longer than we had planned. I had to take a some days off work to deal with the mess, insurance and paperwork.
My card was charged when I was told that I would not be. They told me that it would not be charged if the bill was paid! The address W. St. Marys Rd, Tucson, AZ 85745. My contract number was 01254966. I was overcharged on my account by $73.00 and I was lied to about charges going on to my card! It is a pending transaction which means it was charged!
Upon return of van,they said I owed for gas. It was slightly below 3/4. I went 6 mi and put in 2.5 gallons of gas too. The milage performance they state for this van is 15 mpg. So i guess I miss read the milage going out (which I signed for).
They offered to allow me to go out and get gas, but I refused. I will pay the extra fee.
It's in principle that I write this. Be careful on how you read the gage, as they may take advantage of this.
Upon return of van, they said I owed for gas. It was slightly below 3/4. I went 6 mi and put in 2.5 gallons of gas too. The mileage performance they state for this van is 15 mpg. So i guess I miss read the mileage going out (which I signed for). They offered to allow me to go out and get gas, but I refused. I will pay the extra fee. It's in principle that I write this. Be careful on how you read the gauge, as they may take advantage of this. In customer service you would imagine that with such a short rental and short mileage, and the fact I put in 2.5 gallons, which I can prove, someone would deal with this in a different manner. How much gas do I have to give them for six miles of rental?
I rented a truck for a one way move. I picked the truck up with 1/2 tank of gas (or as u-haul would say 4/8)and I returned the truck to the location given to me by the u-haul rep who I talked with on their 800 number with 1/2 tank. I called U-Haul back to say the location was closed she said no problem just leave the key in the drop box with your paper work. I did just that.
When my charge statement arrived I noticed a charge for $30.00. I called u-haul and they said it was for fuel. The truck, when checked in, only had 3/8 of a tank of gas. The regional manager in Milwaukee said that I should not have drop off the truck after store hours. I told them I was following u-haul's directions give to me over the phone. [the manager] said it's their word against mine and your're outta luck.
On the evening of Friday March 14th, 2008, I rented a 6'x12' open trailer from University Uhaul dealership in Athens, GA. to move a piece of equipment. The rental was for done as an "intown move", at approx. $35 per day, intended for 2 days to be returned to the original dealership on Sunday, March 16th. This 2 day trailer move should have cost approx. $70 total. I paid a $60 deposit in cash. The trip was uneventful with the exception of the trailer to have a tendency to swerve slightly side to side at times. I delivered the piece of equipment to Melbourne, Florida early in the morning on Saturday, March 15th.
Due to my concern for trailering back an empty trailer which was tending to swerve, I located a Uhaul dealership in Florida. I knew from prior Uhaul rentals that some trailers were assigned to certain dealerships and some were not and floated among dealerships. I explained that this trailer was rented under an "in town" rental and wanted to know if this trailer was assigned to the dealership in Athens or if it was possible to return it to the dealership in Florida. He checked the computer and informed me that the trailer was assigned to the Athens dealership but that he would see if he could authorize the return to that location instead. He placed a call to a district supervisor and informed me that I was now authorized to return it to the Florida location, however, the rental type would change to a "one way" move with a higher rental rate.
I asked how much and he informed me that it would be $128.90. He noted that I had paid a $60 deposit and therefore the balance for the rental was $68.90. Even though it would cost me more than a 2 day "in town" move, I felt it would be worth the extra money to not have the liability of a swerving trailer on the trip back. He drafted a new contract as a "replacement" and I paid him cash money in full and dropped off the trailer, believing the rental to have been completed as of Saturday, March 15th. He assured me that there would be no other charges and noted that my contract reflected a zero balance.
I have since recieved notice from my bank that Uhaul has also charged $155 to the debit card on file. After speaking with many Uhaul representatives and hearing several different stories as to what the charge is and why, I am left with no choice but to file this complaint, as Uhaul has shown absolutely no inclination to remedy this issue. In their opinion, even though I was only doing what Uhaul representatives themselves authorized and instructed me to do, they believe the charges to be justified.
In addition, I have been informed that they intend to charge an additional $52.50 for a total amount of $207.50. This amount is above and beyond the total rental fee which I submitted in full with cash and have receipt for. The latest story I have been told was that each dealership can charge a one way rental fee for the same rental and contract #. I had to repeat that to make sure I was hearing the Uhaul representative correctly. She confirms that that is what has occurred in this case and they are justified in doing so. Multiple rental charges from different dealerships for the same rental borders on fraud and criminal theft by taking.
Without satisfaction from Uhaul immediately, I will dispute the charges as fraudulent and contact the State Office of the Attorney General for relief. I remain hopeful that Uhaul will take the necessary action to follow though on the commitment of their representatives and resolve this issue. I request that the charges assessed to the debit card on file are immediately refunded and no other charges will be assessed and a waiver of claim for any charges or fees arising from this matter .
The company's assistant in the Office of the President contacted me and took down my information and informed me that I would be recieving a call the next morning for the regional office to remedy this issue. Of course, that has been many days now and I am yet to hear anything from them.
Mr. Charlotte Cowser, our Traffic Manager for the U-Haul Company of Central Georgia, followed up on the information [Marc] provided. She spoke to [Marc] on or about April 8th and explained his charges to him in detail. She informed our office [Marc] understood and agreed to all the charges. He agreed he should pay the one way rate from Athens and he understood why he was charged the fees at the drop off location. Ms. Cowser explained no further action was needed after her conversation with [Marc]. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria Palmisano, Executive Assistant, U-Haul International
Do I accept the response from the business? Absoultely not. The response is nothing short of utter nonsense. I spoke to Charlotte Cowser prior to filing the complaint with the BBB and PRIOR to speaking to the corporate Office of the President. The Office of the President has simply kicked my complaint made to them back down to someone lower, who failed to handle the issue when provided the opportunity in the first place. Because Charlotte Cowser had spoken with myself prior, she appearently did not find it necessary to follow-up on this complaint issued with the Office of the President and instead chose to dismiss and ignore my issue. This is evidenced by the fact that I never recieved the follow-up phone call I was slated to recieve the next morning, as promised by the Office of the President. It was largely due to the complete and utter lunacy of Charlotte Cowser's "explanation" that I felt I needed to escalte the issue to the BBB and the Office of the President.
Upon speaking to Charlotte Cowser, I inquired as to the specific nature of the charges and informed her that I thought I had been charged for a "wrong-way drop-off" charge of the equipment but that Uhaul had changed my contract and informed me that I had approval to drop-off the equipment at the dealership without additonal charge or penalty. If this was the case, it was clearly not correct to charge me for following through on information Uhaul itself had provided me.
She emphatically informed that the charges appearing on the credit card were absolutely not a charge for a "wrong destination drop-off" of the equipment, as she said that the current charges stemmed from the dispatching dealership and that only the recieving dealership could charge a "wrong location drop-off fee". Rather, she informed me that the charges were for a "one-way" move rate.
I explained to Charlotte Cowser that I understood and approved of the change of the "local" to the "one-way" move rate, as evidenced by the fact that I was charged by, and paid for the "one-way rate" to the recieving dealership at the time of the equipment drop-off. She was able to verify this fact. Her absurd final answer was that each location, both the dispatching and recieving dealer, had charged me a "one-way" move rate. Stunned, I asked her if she was telling me that I was charged for the same trailer on the same move rental by both locations. She informed me that this was indeed the case and Uhaul was perfectly within their guidelines for doing so. Is Uhauls's corporate office aware of this?
I specifically informed her that her "explanation" amounted to outright fraud and could be potentially viewed as criminal theft by taking. I asked her to think carefully about what she was informing me and reclarified with her exactly the position she was defending. She again restated herself and stood by her "explanation". The level of incompetence appears to be so massive, at this point, I find no other alternative than to file complaints with the Attorney Generals of all States involved, including the State of Uhauls's corporate offices. I will have the credit card charges disputed immediately and have the bank initiate a fraud investigation.
As well, I will seek all other legal remedies at my disposal, including the possiblility of civil suit for the damages caused to myself directly as a resukt of their actions. I will also search out the possibility other customers have been damaged by Uhaul's fraudulent practice of being charged by multiple dealerships for the same rental, in order to determine the possibility of gaining class action staus of any potential civil litigation.
All this because Uhaul wanted to take a little extra from a repeat good customer of a dozen prior rentals, when I did nothing more than follow the very directives and information Uhaul provided me. This was a very easy customer service issue to remedy with a clear cut resolution for Uhaul to take care of their customer. For the small amount of $155 which they have attempted to take without cause, they could have wiaved the charge, admitted error, kept myself as a loyal customer and had me as a positive and vocal endorsement for Uhaul.
Instead, they have made the decision to lose my future business and ensure I will spend every day of the rest of my life ensuring that I inform as many people as possible, at every opportunity, about Uhaul's treatment of myself and their fraudulent practices, in the hopes that they do not also fall victim to Uhaul.
One additional noteworthy item that should alarm Uhaul management is that during my conversation with Charlotte Cowser, she informed me that I was "lucky" because I had actually paid much less than the current "one-way" move rate for that trailer between those destinations and informed me that the actual one-way move rate should have been $250. Interesting bit of information. So I went online and checked the one-way move rate for the trailer between those two locations. It was $83 and included 4 days rental. I called Uhaul and guess what I was quoted, the same $83 rental rate.
I called a local dealer and asked him to fax me a one-way move rental quote for that trailer between those locations. Amazingly enough, it was $83 and again, included 4 days rental. Does anyone need any additional information to come to the conclusion that this was an outright lie to the consumer of this company? Please remember, Charlotte Cowser is the reason I saw fit to escalate my complaint to the Office of The President.
Instead of handling this issue, they choose to kick it right back to the very person who caused them to recieve the complaint in the first place. The same person who told me an outright lie and tried to sell me on the idea that I was "lucky" I wonder if Uhaul still has the recording of that phone call. It sure would be interesting to hear it again. Perhaps the discovery process of civil law will tell. Uhaul, you have been caught red-handed and should be absolutely ashamed!
"Thank you for your continued concern for our customer. Ms. Virly Williams, our Executive Assistant for the U-Haul Company of Central Georgia, reviewed the information [Marc] provided. [Marc] rented a trailer on an in-town rental contract. He signed the contract agreeing to return the trailer to the same U-Haul location he rented it from in Athens, GA. Instead, the trailer was dropped off one-way in Melbourne, FL. Our U-Haul location applied the one way rate as follows: trailer-$250.00, previous deposit -$60.00, tax-$17.50 = $207.50. Our receiving location collected $54.11 at time of drop off and our Collections Department applied a debit for $155.63 to [Marc's] Visa account. According to the above charges, we over collected $2.24 for the rental and have issued a credit back to [Marc's] Visa account for this amount. Ms. Williams advised our office they incurred an additional expense to retrieve their locally owned trailer and that a refund was not warranted. Thank you, U-Haul International"
What resolution? For me, as the customer, to incur additional charges for performing the very actions which Uhaul themselves informed me I could do? Of course not. Uhaul is simply missing the most obvious part of this matter and the entire reason there is any issue at all...UHAUL THEMSELVES TOLD ME WHAT TO DO AND I SIMPLY ADHERED TO THE INFORMATION WHICH THEY PROVIDED TO ME! Yes, as I stated in my original complaint, I rented the trailer on a "local" move. On this point, we are in complete agreement and there is no dispute, so why do they keep saying it?
Perhaps because they do not want to focus on the following...Uhaul has simply not acknowledged or addressed the following point whatsoever: Uhaul agreed to change the "local" to a "one-way" move and wrote a "replacement contract" (it even is the same contact # as the original) which I am in possession of a copy. It clearly lists the charges and states them as paid in full, with a zero balance. I was assured that no other charges would be incurred. The fact is, I have a legal and binding replacement comtract with Uhaul which I have completely adherred to in full.
As a customer, I only did what Uhaul informed me I could do. If it was misinformation on the part of Uhaul, I understand but it should not be that I, as the customer, pay the price for Uhaul misinforming me as to how to handle a situation. They have as yet acknowledged this fact and seem completely unwilling to simply follow through on the very thing which they committed to.
Please listen carefully Uhaul, again I say, THE ONLY REASON THE TRAILER WAS DROPPED OFF AT A DIFFERENT LOCATION WAS SOLELY BECAUSE UHAUL INFORMED ME THAT I COULD DO THAT. VERY CLEARLY, THEY TOLD ME THAT THE ONLY CHARGE I WOULD INCUR WOULD BE THE DIFFERENCE BETWEEN THE "LOCAL" AND "ONE-WAY" MOVE RATES. THEY CHARGED ME THAT AMOUNT, AS QUOTED BY THE RECIEVING LOCATION, WHEN I DROPPED OFF THE TRAILER AND IT WAS PAID IN FULL. IS ANYONE HOME HERE OR SHOULD I STATE THE BASIC FACTS FOR YOU ONE MORE TIME? READY, LISTEN CAREFULLY, THE TRAILER WAS DROPPED OFF AT THAT LOCATION BECAUSE UHAUL TOLD ME TO DO THAT! THEY PROVIDED ME AN UPDATED RATE PRICING AND I PAID THAT AMOUNT IN FULL. I AM NOW IN POSSESSION OF A SIGNED CONTRACT THAT DEMONSTRATES A ZERO BALANCE!
Interesting again that they have stated the $250 "one-way" move rate quote in their latest response. As I pointed out in my previous information, this appears to be nothing short of an outright lie. The rate for a "one-way" move is clearly $83 to this very day, and can easily be verified on their website and as quoted by a number of local dealers. How incredibly arrogant can this company be as to lie to the Better Business Bereau? I am sincerely hoping that a representative of BBB will verify this infomation at Uhaul's own website.
Uhaul should prepare itself to state that disproveable nonsense under oath in a court of law. And another obvious question, if the "one-way" rate was $250, why did the recieving Uhaul location only charge me $54.11 after acknowledging my $60 deposit and demonstrate a zero balance on my reciept? It simply doesn't add up and Uhaul knows it. The bottom line is what Uhaul is trying to do is charge extra and penalize a customer, without warrant, for performing the actions I took, which was based on the very information Uhaul provided me.
Let me say it just one more time in hopes that it clicks for them...The bottom line is what Uhaul is trying to do is charge extra and penalize a customer, without warrant, for performing the actions I took, which was based on the very information Uhaul provided me. I am thankful that this process has committed them to putting their complete lunacy on written record. Their next response should be drafted by a member of their legal staff for civil proceedings. I request Uhaul forward this complaint with all pertinent information to their legal department so they may gain some qualified advice on the best way to handle this matter going forward. Uhaul apparently needs much better advice than they have gotten to date.
I reserved a 26' truck to be picked up in Buford, GA on 3/28/2008 for a one way trip to Mount Juliet, TN. We dropped off the truck one day early in the pre-determined location with a 1/4 tank of gas, which is where it was when it was picked up and as shown on the fuel agreement. Three days later I see a charge on my bank statement for $134.00, which is a seperate charge from the original contract amount. I call to ask why I have an extra charge and the woman tells me that I was charged $90 because I brought the truck back on an empty tank, yet she could not explain why it was $134. She told me that I would have to despute the charges with the drop off location.
When I went in to talk about the charges they said they had nothing to do with the charges and that they put $40 in gas in it to get it back to a 1/4 tank. That $40 would have bought at max 12.5 gallons which is not enough to fill a 60 gallon tank to a quarter. With that they still could not explain why it was $134 and said that is what U-Haul charges. Given that they didn't even buy enough gas to cover their story and they can't explain why the charges are $44 over what the maximum amount that could have been charged, I see that U-Haul basically facilitates fraud by allowing dealers to buy gas at will and charge whatever they like with no checks and balances.
From other articles and complaints I see that this is not a new problem. What is worse that this is the end of a very long which started off with breaking down on the side of the interstate in Chattanooga and being stranded for 3 hours until 1am. Luckily, I could file a dispute with my bank and get the money back temporarily and hopefully this is as far as it has to go.
While under contract with U Haul , for a storage unit during the time that the rent for the unit was fully paid, U Haul sold all of our personal belongings out of the unit.When we discovered the loss , management first denined any knowledge of the loss. When the district managemer Mr McGee was contacted he stated that possibly our property was acidently auctioned . He added he would probly be able to get our property returned at present he and other Uhaul managment refusue to coroparate with us, stating that our property is gone and to forget about it, we have since learned that our property was sold by U HAul to Mr Tony Day,at auction. U Haul inspite of the sale of our property and the reciete of money denines any wrong doing.We are asking for the return of our property or fair compansion .
The damage was both physical and economic, consisting of a excess of 12 thousand dollars property value, and the loss of personal documants , photos ,and sentamental items that can't be replaced.Both physically and mentally we have been vitated !
I rent a uhaul truck from them and I was charged twice, which cause my checking account to be overdrawn, I had to wait several days to have the money refunded back to my account which cause me 130.00 overdraft, I did not get any type of reimbursement or resolutions.
I contact the Corporate and I was able to get in contact with the CEO, Joe Shoen, he ask me to send him the information by email which I did and he have not respond to my email or my telephone calls. This was not the first time I was charged twice, in happen also in November 2006 and I pay in full by cash and then my credit card was charged.
There is a problem with their system and they do not take responsibility for overcharging their customer. I sent the CEO a email that I was going to put in a consumer complaint after viewing Inside Edition about their trucks causing accidents, see Inside Edition, Febuary 28, 2007 on the website.
I rented a U-haul on Saturday, 12/30/07 & returned it the same evening at the NJ location determined by U-haul. Later,I recieved an extra cc charge on my MBNA account for $35.26. After numerous calls to Uhaul, I spoke with Tasha, at the regional office. She acknowledged the charge was an error- uhaul staff at the drop location didn't check in my rental until Monday, because they're closed on Sunday. They never adjusted my account to reflect the actual drop off date, thus charging me an extra day. In the meantime, my cc company did a charge back to uhaul. Tasha assured me she would take care of the error. Soon after, I get a collections agency letter. I speak with Tasha again. She initially tells me there's nothing she can do because I did a cc charge back, but then she says she'll remove it since I'm not at fault. I assumed everything was resolved due to Tasha's statements. Today, I get another collection notice from Vengroff, Williams, & Asso's. I've tried speaking with the collection agency but I can't get a live person.
This matter is 100% the fault of uhaul and they continue fail to resolve their error. I am now under threat of a second notice by their collection agency, for erronious charges. Since I cannot resolve this matter with uhaul, would you please assist me in resolving this matter.
I rented a truck in Albany on Jan 11, 2008 and drove 2 minutes to the house and turned it off. I loaded the truck and drove 5 minutes to the gas station called Stewart Shops in Albany, NY. I filled up the tank with $50 unleaded fuel on my card. I then drove to where I unloaded the truck. I then drove 3 blocks to Coastal Gas Station where I put $20 cash of unleaded gas in the truck. I drove the truck to the above address and returned it with no problems. The Uhaul worker reviewed the truck, then went inside and gave me a sheet to sign stating the charges. They were $168.00 which is what I agreed to pay in Albany. 5 days later I received a call from a gentleman by the name of Julio who claimed to work for Uhaul and said I put Diesel fuel in the truck when it was in my care. I explained to him that I did not put in diesel and it was not the first time I rented a uhaul truck. He then claimed to be a thug and said that he was charging my debit card a $500.00 fee for the diesel I put in the truck. To this day I have not received any paperwork showing the test they did to determine that I put the diesel fuel in the truck. I did not put diesel fuel and I have 4 other witnesses that were with me the entire time who helped me move the stuff from Albany to the bronx. My card was charged and Uhaul refuses to call me back from there corporate offices and I am out $500.00. I some how misplaced the rental contract.
I rented two 26ft U-haul trucks for a oneway trip from Ponca city, OK to Odessa, TX. In Sayre, OK my father was driving one of the trucks going 70 miles per hour down I40 when the tie-rod fell off the Uhaul truck. IT DID NOT BREAK, IT JUST FELL OFF!!!
I was driving behind him and when the accident occured it flung the 26ft truck from the right lane into the left almost tiping over the truck and he skid to a stop over a quarter mile with the front passanger tire completely sideways. He could hardly get out of the truck he was so shaken by the ordeal.
Once the Uhaul repair man arrived, he is the person who told us that the tie rod had not broke, it had just fallen off. His conclution was that someone had not finished the work to the truck before they sent it out on this particular run. If it had not been by the grace of God and my fathers experience, he would be dead right now from the truck flipping over while traveling down the highway.
Uhaul has refunded our rental charge to this truck and is sending me $100 in VIP vouchers (which I don't want). They are considering this to be resonalbe compensation for the accident that occured even though this truck was neglectfully maintained and sent out on a 620 mile trip when it was unfit for the road.
We were told by U-Haul before we picked up our truck that, Colorado Law states that we need to have tow lights on our personal vehicle attached to a tow dolly or we can't drive the U-Haul. The guy there said we could buy them from him, so we did. They are magnetic and they give you two pieces of paper to put underneath them so they do not scratch the paint. Then you have to string the cord to the front and attach it to the trailor itself to make the lights work.
Everything went fine with the truck except the fact that by our feet the U-Haul was about 130 degrees of scorching heat the entire way fron denver to vegas...about 400 miles out of vegas my husband is filling up with gas and notices that the cord strung along the car has worn of all the paint EVERYWHERE it had touched...being as though we were forced to use these stupid lights we were furious...we called U-Haul they said to call Republic Western and submit a claim, i emailed them photos and a scan of our receipt and they said that it is our responsibility to make sure the lights are put on correctly.
We followed all the directions and there is NO OTHER WAY to string that cord to the front without touching your car...AND the paper they give you to put under the magnet wore the paint as well...they denied our claim, now i dont know what to do but try and sue them...i am scared to go to the body shop tomorrow and see what the repair costs will be.
On 8/21/07 I reserved a 26 ft moving truck for 8/31/07 for a 2 day rental within the city of Las Vegas to move my daughter and grandchildren into my home. We were due to pick up the truck under reservation #11546 on 8/31/07 before 5PM. On the morning of 8/31/07 I received a call from the main office saying they would not have a truck available until Sunday 9/2/07. I explained that we had enlisted many people to help move and that that was not acceptable. They said they could maybe get me a truck at considerably more money but could not guarantee that before the Sunday day they had originally given me.
I cancelled the order 8/31/07 at 10:20 am and then I received another call saying that they could have a truck for me on Sunday.
Since we already had a crew standing by to help with the move I got on the phone and called Budget to see if they had a truck for 8/31 or 9/1. Geneva at 800-462-8343 gave me a reservation # of 702-407-8404 and said to pick up a truck at 3175 S. Nellis Blvd., North Las Vegas. Saturday when we arrived they informed me that they had 12 people waiting and 4 trucks. They could not give us a truck. We called Budget who sent us to their main station in Las Vegas at 4475 W. Tropicana, Las Vegas.
The self storage store had a trash bin out front. It had no signs near it saying it was not for storage tenants. I put a couple of boards and a box in the trash. No one came out to tell me not to use the trash. However, Mr. Wilborne saw what was happening. He charged me a $30 fine that I just happened to notice on my computerized bank statement. When I asked him about it, he said it's in your contract. I charged you the minimum. Well that may be so, but that was an expensive trash deposit.
I'm out $30 on my bank account and received absolutely no warning. I like to keep an accurate accounting on what I have in the bank and something like this makes it impossible. Is it legal for a business to tap your account with no warning? If nothing else, it does not seem like a good way of treating customers.
In November, 2005, I reserved a 14' truck over 2 months prior to a very important move in my life. I called the night before to confirm that everything would be ready. They told me that my reservation would not be honored and that I would have to drive 100km to get the nearest truck which is a 28'. They had no other choice for me. They were extremely rude the entire time.
I tried contacting the headquarters in the States and they were even ruder and did not care one bit about the inconvenience they had caused.
I lost a significant amount of money and time but mostly was the most frustrating experiences of my life. After learning the horrible predicament UHAUL intentionally put me in, I had to scour the entire city on the last day of the month in an attempt to find anyone with a truck available - I needed to be out of my apartment that day. After hours and miles of searching I finally got a Budget truck and will obviously NEVER never use UHAUL again.
I wanted to rent a cargo van for a local delivery. Aprox. 4 miles their and 4 back. Advertised price was $19.95 for the day. Aprox. 3hrs later I stopped at the local gas station and put 5 gal. of gas in to return the vehicle with the same amount of gas that I started with. At aprox. $3.00 a gal. I paid $15.00 well more then I had to but better safe then sorry. When I returned the van they went out to check the fuel level and advised me that the needle is not where it is supposed to be, I needed more fuel! they checked the mileage, only 8 miles, but they insisted that I shorted them on the gas and the penalty was a fifty dollar charge. So with smoke coming out of my ears I told them that I did pay for the day and only used 3 hrs. maybe I will just bring it back tomorrow instead! They said I only paid for 3 hours Is'nt $19.95 for the day I asked. They said but we asked you how long you would need the van and you said about 3 hours. So, your contract was a three hour contract? Subsequently I left to put more gas in the van. When I returned I had put a total of $20.00 of gas in for a 8 mile trip. Whats wrong with these people?
This company is so bad I don't know how they stay in business. June 16 I purchased a trailer hitch to be installed June 21. June 21 came and I was told it would have to be done the next day. June 22, same story. Same thing the next day, and the day after, and finally, on June 26, still with no trailer hitch, my husband called and cancelled. During this time I called the customer service number for U-Haul, waited 20 minutes only to have a customer service representative answer, then put me on hold for over an hour. I finally hung up, sent them an e-mail requesting a call. No call was ever received. I sent a second e-mail. Same thing. They did send me an e-mail asking me to call the toll free customer service number (the one that had me on hold previously for over an hour).
I did as they requested, and after another half hour spoke with another customer service representative who said I needed to talk to the District Manager. I was transferred, spoke with the District Manager who claimed to be terribly busy, and took my number and asked if he could call me back. Of course he never did call back. Luckily I paid for the hitch (they require pre-payment to order parts) with a credit card, so the return of my money will not be a problem. U-Haul's policy is that parts are not refundable, but in this case my credit card company will reverse the charges. My advice is if you decide to deal with this company USE A CREDIT CARD. Do not pay cash.
The regional manager, Sheila, phoned me (3:10PM MST, 06/19/07) the day before I was to move, to inform me that the size truck I reserved is not available and a larger size truck is being offered for the same price. I reserved a 10' truck nearly a month in advance. I have never driven a large vehicle and am driving by myself from Utah to Washington State.
I don't need a larger truck, I'm not comfortable driving a larger truck, but what am I to do at the last minute? I have movers at both ends scheduled. I have everything prepared. A company should not be allowed to offer reservations if they can not follow through. And when I tried to ask this Shiela person about it, she became hostile, rude and very threatening with me on the phone. At no point did I raise my voice, verbally attack her or show any personal upset with her. I simply wanted my question answered but she refused to allow me to speak; interrupting me, putting me on hold and threatening to hang up if I didn't shut up!. When I said, calmy, that I needed to speak with someone else, she told me that she was the regional manager and that I wasn't going to get any one else. I have never been treated so horribly in my life.
Not only is it poor business to shuffle truck reservations this way, but it is poor customer service to yell and verbally abuse a customer on the phone. I consider this emotional duress and will never, ever use this company again. I certainly hope someone takes these complaints seriously because there are plenty of them.
We had reserved a U-Haul for a weekend to move my stuff from Bemidji, MN to Portage, WI. Reservation was made a full 2 months ahead of time, paid deposit in advance, had reservation number, etc. The Thursday afternoon prior to our picking up the van on Friday morning my fiance' (now husband) said to call to make sure they had a van. No van was available but the guy said don't worry we should have one though by tommorow if one comes in. We said ok, we trust you (big mistake).
We set off Friday morning, and had 2 other friends who took off work to help with the move. Called U-Hauls number in Minneapolis and said no truck was available but we could pick one up in Minneapolis on the way through. Fine, we thought, after we got to Minneapolis called again and this time they said too bad so sorry no truck. We said we paid in advance and had reservation number, but they literally said oh well, too bad. Talked to manager and he said nothing could be done. We asked what could be done, such as hiring moving company, etc, they replied snottily It's called, YOU HAUL, GET IT ??? WE don't move anything.
And also during same conversation the manager said if we even think of taking them to court they will just tie it up for years and they have a lot of lawyers and yes we will win but not for years. Just very snotty and condescending.
Called Ryder that friday to see if they could do something, they said they have to clean up U-Hauls messes all the time and they were not surprised at all of our problems. They could not help us though all their trucks were out at that time, but they did hook us up for another move later that month for a little bit more. You really get what you pay for, Uhaul may be cheaper AT THE TIME but unreliability and broken down trucks are not worth the savings. We will never rent Uhaul ever and will go with Ryder or Penske regardless of cost.
all 4 of us wasted gas and time and days off from work. frustration and Uhaul took sweet time of 3 months to finally refund deposit. Very sickening that a company would be that unconcerned about customer satisfaction or service, didn't really care that we had a problem.
I am extremely dissatisfied with the treatment I received on Wednesday, May 9, 2007, at the Albemarle Road U-Haul pick-up location and filed a complaint with the regional office. The employee was very uncommunicative and had me
running to the bank for a $100 down payment (which I understood, as we had reserved the vehicle with my girlfriend's credit card), but then told me upon my return that I could not rent the truck unless I showed him the registration card for my own car(!) He had not mentioned that before and was very curt when I asked why he had not mentioned it.
I wasted an entire morning, driving from my home to the
U-Haul office and back, and making no progress on my move. I had to reschedule a rental with another company. Unfortunately, U-Haul's prices are better than those of the other companies. As I stated U-Haul's regional office, I had used U-Haul in the past and was underwhelmed with its service, and i will not be using U-Haul again. Further, I plan to warn my friends and business colleagues against using the company. Moving is already a stressful situation; a company such as
U-Haul should make it a more pleasant experience, because it has competitors all too willing to fill in the gap of need.
I was able to rent a one way truck. And when I went to the originating source I thought the General Manager (Dominic) was arranging my delivery to the other destination. But he didn't. When I called to get directions the target U-haul store said it didn't have room for my truck. And then they proceeded to have me call many 800 numbers without any u-haul rep able to help me. They finally wanted me to deliver the one way truck to a location very far from where i was. One u-haul store didn't know what the other u-haul store was doing. Next time budget or penske
Additional costs due to the 2 way rental, gas to bring the truck back.
On 3/15/07 I went to U-Haul in Gaithesrburg and made a reservation to rent a truck for 3/31/07. On 3/28/07 U-Haul called me at work to inform me that they will not have a truck and that I am reponsible to call other locations to find a truck. I have spent almost all my morning at work dealing with them. They did not want to make an effort to find a truck even though I made a reservation ahead of time to avoid these problems. I can't believe that U-Haul employees are rude and unconsiderated. They want me to change my arrangements to acomodate their situation.
As a result, I will have to pay the movers for changing the time. I will have to pay one extra day of rent. I have never submitted a complaint before, please let me know what to do. I want from U-haul to keep the same arraingments that we made on the 3/15/07.
I was told during the reservation that I could pick up the truck by 10am. The next morning at 8am I received a phone call stating I had to pick up the truck in the next 30 mins or my credit card will be charged. I picked up the truck, and moved my stuff. I went to Stick and Stuff to pick up a recliner and the truck broke down at their loading dock. I called Roadside Assitance and they gave me an ETA of 1-1.5 hours. 4 hours later, after multiple conflicting stories of when someone was going to come out and help, the Stick and Stuff employees had the truck impounded.
I was left out in the cold and received mutliple conflicting ETA times of when to expect someone to help me. The employees at the Roadside Assistance hotline AND in the store where nothing but rude and unhelpful. They continuly stated they would call me back and never did.
The truck ended up being impounded. Today has been 2 days and they have failed to resolve the issue. THey still cannot locate where the truck was impounded at. My contract has been placed on hold, my credit card charged, and I was left out in the cold for 3 hours and had developed a major head cold as a result. I don't believe anybody should be treated in this manner by a business.
I rented a U-Haul 10 feet truck on 12/28/2006 at 11:31am at AL's Auto Service (Address: 1005 Rosecrans St, San Diego, CA, 92106), and my contract number is 22273790. It was a one way move from San Diego CA to Irvine CA. When I picked up the truck the agent told me there was 1/2 of a fuel tank that is left in the truck. But when he double checked again he said there was only 1/4 of the gas left in the tank and looked like someone had stolen some gas on it. But anyway he modified my contract to reflect the actual gas left in the truck.
When I brought the truck to the gas station to fill up the gas, all the gas was leaking out and spilled all over the ground. It was in a very dangerous situation because gallons of gas had been spilled on the ground and it could cause explosion at any time. I immediately asked for assistance in the gas station. The gas station staff came out and checked my truck and he found that the pipe that connects to the gas tank had been cut off (most likely someone cut it off to steal the gas) and there is no way to fill in the gas. The gas station staff was so upset that I spilled gallons of gas on the ground and asked me to leave immediately.
I called U-Haul roadside assistance at 3:06pm and explained my situation. And I waited till 4:45pm before someone from U-Haul called me back. It took another hour before the mechanic and the part arrived and it took another hour to fix the truck and I had to unload my belongings in a parking lot and the weather was cold and windy. By the time the truck was fixed it was already 7:00pm. It was dark, cold, windy and I had to load my belongings all over again into the truck.
When I arrived Irvine it was already 8:30pm, which I supposed to arrive at 4:30pm and got my key to move in. The management office was closed and I had to spend a night in a hotel. I cannot believe U-Haul never checked the truck before handing into the customer and the roadside assistance phone number was ridiculous.
Months before we moved from FL to MO I reserved a truck and told them I wanted a brand new one. The day of the move we had a truck all right but not a new one. So what can you do, we loaded the truck and we proceeded with our long drive.
We broke down a total of three times in the journey. The final breakdown was at our last exit, under the overpass. The during the whole trip the inside of the truck had fumes so bad that my pregnant daughter & son-in-law had to keep the windows down. We were driving behind them and we could smell the horrid fumes coming out of the truck as well.
After we unloaded and returned the truck I called the manager and told him how dissatisfied I was. He said "that's what you get when you rent a truck. You should have hired a moving company". Isn't that a nice response from a major truck rental company?
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