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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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U-Haul tricks you thinking you have reserved a truck. You reserve a truck a week or more before you need it. Less than 12 hours before your pickup they send you a text saying they have no trucks available. Then you try and call them or chat with them and it takes forever to get through. BEWARE...Rent from someone else. They leave you stranded on moving day!!!!
Called 1800 listed after 30 minute some department in corporate answered. First question I asked was closest store that sold boxes shipping supplies. She said she doesn't have any information on that and would have to call each store individually. 2nd question was can they install the power cable to haul. Answer was yes. "Great. Where is closest store." She checked and stated had opening for 2 pm. Cost is $90. "Can I give her my credit card number?" Said, "For what." Told just need address. Was told that she will give me that info after I giver her my credit card number. Told her I do not give that out over the phone. She asked for my email address? Said, "Nope" so I can start getting junk mail every day. Said, "Thank you but nope." Hung up.
I reserved a 20 foot box truck and car transport 3 weeks ahead of time for a 400 mile move. I preregistered with my license and paid for it all ahead of time. All I supposedly had to do was pick up the key. They called me the day before my scheduled move and told me they didn’t have anything for me, other than a truck the next state over if I wanted it. No transport. Then they told me they had a transport but it was in another location over 50 miles away. They told me if I cancelled they wouldn’t charge my card. I informed them that they already did charge my card. “Oh yeah, ok, I see it now” was the response I got.
I had to scramble to find another truck with another company last minute with 1 day left in my apartment before I had to pay another $1800 in rent. Had $1500 already taken out of my account by Uhaul and had to lay out another $1900 for a 16 foot truck from a competitor. That 4 feet I lost from a 20 foot truck I thought I had to a 16 foot truck I ended up with forced me to leave behind a lot of personal items I’ll never see again because it just wouldn’t fit.
But wait, there’s more. My wife rented a cargo van from them for the same moving day to pick up stuff in storage for the big move. She requested a hand truck, they told her they didn’t have any when she picked up the van, then tried to charge her for it when she returned the van without the hand truck. They screamed at my wife over it. U-Haul doesn’t even deserve 1 star. Absolutely the worst experience I’ve ever had in my life with a company as well known as this. Unprofessional doesn’t even fit how horrible it was. I will never use them again. I will tell everyone I know never to use them. Awful.
I rented a U Haul on 8/29/2020 at 16823 Foothill Blvd Fontana, Ca. I was charged wrong. They gave me a contract with the price $492.42 but charged me $599.10. They stole an extra $106.00 from me. Also after paying for the 20' truck and auto transport the receptionist or cashier said that I could pick up my auto transport after moving stuff in truck. I get there around 5pm and one of the workers asked me to park the truck in front of the auto transport assuming he was going to hook it up.
They asked for my receipts and made me wait an hour after arriving on time to put the transport on the truck. Come to find out they were helping another customer with transport when I already paid for truck and transport. They gave my transport to another customer when I paid. This is unprofessional business and I want a refund. I had no where to go because they did not provide me with a transport. They didn't care about the situation they put me in. I want the two guys fired!!! That is no way to treat a customer with disrespect. I will file a complaint with Better Business Bureau and Attorney General Office.
Now I had to leave the truck at the U Haul location and drive somewhere to sleep and eat and go back to the location and find another U Haul that has auto transport because of your incompetent employers! This is a lot of stress and I am going to file a police report because I called the police. Also I just found out they sent me an email canceling my reservation so this tells me they canceled to make it look like I never paid for a truck and auto transport. So they ended up giving the customer the auto transport that I paid for by canceling what I already paid. This is unprofessional business and outrageous the two guys need to be fired! Patricia **
Loaded 8 Uboxes with all of our furniture for a short (166 miles) move. Guaranteed arrival was 2 days ago, and when questioned the stock answer is "the truck is arriving today to pick them up." Been told this 3 times now and when pressed the customer service rep responded with the equivalent of "it is what it is".
I did not interact with the storage location, this is a review of the customer service I received which was not helpful at all and I would rate as zero stars. My U-Box was guaranteed delivery August 7th, with a delivery to my condo August 8th. I never received notification that it was delivered in Chicago August 7th, or any update on when I would receive my ubox in Des Plaines on August 8th. I called several times for a total of 6 hours wasted on August 8th only to be told by every customer service rep they "don't know" when it'll be delivered and they don't know where my ubox is, and that they would have the drivers contact me asap (this never happened), they offered me several different numbers to call which all ended up taking me right back to the main U-Haul customer service line again.
I called the following day on the 9th of August and a customer service rep stated my ubox was not yet in Chicago and still in transit, something none of the customer service reps mentioned at all the day before, she offered $50 each day my ubox did not arrive. She then hung up on me without saying goodbye or asking if there was anything else I needed. Fast forward 3 days my ubox was still not in Chicago, I call uhaul August 10th and am informed actually my ubox was delivered on time on August 7th, so I am not owed any money (not sure why each customer service rep is seeing different things and telling me different things), this person who was on live chat ended the chat without waiting for me to respond.
Later that day I get a call from the scheduling department to inform me my ubox will be delivered on the 11th, this person was rude, interrupted me while I was talking, told me they were not late as my ubox was in Chicago since August 7th, and no one guaranteed delivery on August 8, despite me waiting at the condo for 6 hours and taking off of work to be ready to accept the box, and refused to follow through on the refunds I was promised by the prior agent. Mind you on top of all of this each wait time while I was on hold was an hour each time, and I would get transferred to multiple departments and people before actually speaking with someone. Not to mention every agent sounded like they were still in bed sleeping and completely incoherent. I will never use uhaul again, I will not recommend them to a friend, and I would give 0 stars for their customer service because it actually does not service any customers at all.
From Start to Finish Horrible experience. 5251 N. Keystone Indianapolis In.
2. Horrible Customer Service
3. Over Charging for mileage. (ALWAYS TAKE PICTURE OF MILES BEFORE AND AFTER.)
I ordered the 10 inch truck on friday for the following day. I received a call from a very nice lady, who advised me that the 10 inch truck was not available. I asked if the 10inch truck was available that Friday evening she checked and came back and said yes. I would have to be there by 7pm. I said no problem. When I arrived to pick the truck up around 6:45pm, the clerk advised it should be returned by 9pm. I advised the lady said 10 am. Another man turn looked at me and in a very rude manner stated the truck had to be back by 9 no. Instead he said, "8:45 because we have to clean the truck for a customer." I advised no problem. They gave me the keys to the truck (which was dirty when I got it).
I dropped the truck off around 10:30 pm and went back the more around 7am to drop the key off (as it was dark and I could not locate drop box). I went back to the location when they open to get receipt. The same rude man advised he could not find the key, am I sure I put it in the box, he know he did not take that key out the box. I asked him why would I lie about dropping a key in the box. He stated he is sure he did not take the key out that box and he did not have time to deal with this now. He had other customers to assist (like I was not a customer), he would call me when he finish. Well when he called me he informed me that I took the wrong truck.
Keep in mind I took the truck that they showed me and gave me the key to. (He never apologized for their mistake.) At this point he tells me that I went 30 miles, I advised I did not go 30 miles and I took a picture of the mileage before and after. The pictures I took showed I only went 17 miles. After I advised him what the mileage was he charged me for the 3rd time. I now have 3 charges on my account over $100. I called the bank only find that the charges have not been reversed. I called U-Haul again only to be given a reference number and approval number for the wrong receipt. I will NEVER use this UHAUL location again!!!!
Got a flat tire at a gas station in Montana around 8:00pm. Waited on hold for nearly 2 hours before anyone responded and submitted a request online. Finally got the tire fixed around 12:30 am. Very miserable experience.
I made a reservation for a 15' truck at the beginning of the week. I needed to move out on the last day of the month because another tenant is coming in after me. This is how moving works (you'd think U-haul, a company that rents moving trucks, would understand this). I get a call tonight at 4:18 pm (when I was supposed to pick up a truck at 9:30 am tomorrow) saying they don't have a truck at my "preferred" location. Preferred? How about the location I reserved? The only option was to drive 2 HOURS AWAY to pick up a SMALLER truck at NO DISCOUNT.
Um, excuse me? You mean, it's gonna take me a 4-hour round trip just to get the truck? In other words, half the day I had planned to be moving (and enlisted the help of friends, who also have lives and schedules of their own). The woman kept offering me a rental "at my preferred location" for the following day, which would have been too late. Again, do you not understand how moving and lease agreements work? She showed no empathy and acted like this way of doing business is totally normal--like there is nothing shady about U-haul just waiting to see what trucks arrive the evening before your rental and gambling with your plans.
Her manager was only slightly better and at least apologized. But he acted irritated and "business as usual" too. He said they were going to have to call 125 other people and break the same news to them. Are you kidding me? What a slimy, broken business model. Thankfully a kind friend offered their pickup truck so I was able to cancel my order. Never again will I patron U-Haul.
Do not rent from U-Haul!!! They do not "guarantee" a pick-up location. It's only a "preferred" location. I rented and was to pick-up at a "preferred" location and less than 2 hours before I was to pick-up the truck, they changed it to a completely different city. When I called and ask what was going on they said they have the right to change the pick-up location. What we put down is only a "preferred" location and they don't have to honor that. Sorry I was planning on picking it up from one location and then was upset because they changed to a different city. And not only did they change the location, they changed the time I was to pick it up as well. WTF!! Apparently they don't honor anything you put down on-line. I seriously hope they go bankrupt. Do not give them your business!!!!
2015 - We rented a box truck to relocate cities after my husband got out of the military. The truck we received had a broken fuel gauge. We filled the tank, dropped it off with the gas receipt and were still charged b/c the fuel tank registered low.
2018 - We rented a box truck to move from our rental to the house we purchased. We showed up to pick up the truck and the store wasn't open. After waiting in the parking lot for an hour, an employee showed up and proceeded to tell all of the customers that the person who was supposed to open didn't show up. He used vulgar language and was completely unprofessional all around. They didn't have the truck we reserved, so we were forced to rent a smaller truck.
2020 - We rented a box truck to pick up a piece of furniture. We made a reservation and arrived to pick up the truck. We were told they had no record of our reservation, so we were forced to do go through the process all over again. New truck, none of the extra materials we ordered with our reservation. Then U-Haul double charged us - once for the reservation truck and once for the new truck the store made us get. We've been trying to speak with the customer service billing department all day and after going through the menu options, it says, "I'm sorry, try back later."
If I could give negative stars, I would. How is U-Haul still in business when this is how they operate? It's ludicrous that I've required their services 3 times in 5 years, and have had issues all 3 times. In the event we ever need a box truck in the future, we'll use anybody other than U-Haul. Everything from the trucks themselves, to the store fronts and people that work them, to their customer service, is not just lacking. It's non-existent.
Extremely poor service. I picked up a Uhaul and car trailer to drive 2000 miles, 7/10/20, in Pineville, NC. I given a old car trailer and an old truck. There was no due diligence to ensure lights worked or these two equipments could travel that distance. I left at 6:30 am on 7/11/20, to start a 2 day trip. Within 200 miles, the car trailer bracket was broke. I had to stop in Jefferson, Georgia, and replace the car trailer that had a vehicle on it. (The personnel at that UHaul facility were wonderful). Then the connector on the truck to the trailer did not work. Delay of 4 hours. Back on the road and within 2 hours, air conditioner engine broke. I drove in heat and was extremely uncomfortable to reach Moss Point, Mississippi.
I stopped overnight and in the early AM contacted UHaul. A late fee was incurred waiting for the service man. He found that the air conditioner engine was broke and needed to be replaced with the needed supply not available until the next morning. I had to stay overnight in a hotel and the next morning drive without air conditioning to the repair shop. (Uhaul service personnel wonderful in Biloxi, MS) Another delay of 32 hours, with a late start to drive, on a scheduled 48 hour drive. In Houston, TX, the air conditioner engine that had just been replaced that AM, began stopping and starting for the duration of the trip. In July, the heat was almost intolerable. There is still a problem happening in the truck. Engine light is on.
I had to drive late into the night to reach my destination on early Tuesday AM. The trip I had scheduled (and have done several times), consisted of 2 days of day light driving. A 2 day drive extended into 4 days, with uncomfortable, delays and mandated night driving. I was expected to be home by Sunday, 7/12/20, but due to these repair delays from old equipment, I arrived instead in early AM 7/14/2020. I am not a young woman anymore, so this heat, delays, problems were very difficult for me.
The negative I had to absorb for this trip: Monday, 7/13/20, the day I had MY planned birthday celebration had to be cancelled (thanks a lot—63 years old, waiting for an old UHaul to be repaired, 3 States over). This is UNFORGIVABLE. Rescheduling of movers, as I had 2 storage rooms to load and unload, which had to be changed and rescheduled. Unexpected expenses for food, hotels, cleaning clothes, as I was not prepared for such delays for me and my dachshund. Unexpected traveling without air conditioning. Delay and usage of my valuable time.
There was NO Reason for the UHaul location in Pineville, NC, to give me OLD equipment that was not able to drive across the country, had not even had minimal maintenance updated on it, and no due diligence to ensure lights were working. I should have been given newer, functioning equipment that had a much better opportunity to drive across the county.
The truck they gave me had been in a previous wreck with the bottom of the truck torn and hanging off the truck. A sticker was on it, stating it had been previously claimed by insurance. Honestly, the Uhaul in Pineville, NC, just wanted to have someone rid them of this truck and the old car trailer. This rental had to do more with them getting rid of old equipment than giving me the proper equipment I had paid for and usually get from UHaul.
My life was put in harm’s way by UHaul renting me a defective car trailer and a truck that was not up to date on its maintenance. Not having an air conditioner in July on the Gulf Coast was not healthy for a 63 year old. I was charged $74 for returning the truck 1 day late, despite me being delayed 40 hours on 2 different repair stops. UHaul used to be a company where the equipment you rent was in good shape. No more. I was compensated $50 for my hotels, food, 40 hour delay, driving without air conditioning, and 2 stops for repairs.
This is my 3rd attempt to contact a supervisor or someone at U-haul who gives a ** about their customer service! Now the manager at Midwest city Oklahoma u-haul calls and gives me some freaking number to call my credit card company and tell them to take one of the charges off my statement! He charged me $121. and $116. So I was charged twice! Now I have to fix this!!! Is this standard procedure?
As I stated in the last email. I went online and reserved a half ton in Shawnee OK but when I got there it was closed and the lady on the phone said they took it to Midwest city. The lady at Midwest city was so snappy on the phone I just hung up. When I got there the manager stuck me with a van. I used way more gas than I would have in the half ton truck. I am asking for a full refund, if you ever want me to use u-haul again. This has been a nightmare and it's still going. Now I have to take time. I don't have to call the credit card company and write you all. Please email me.
After having my 26' U-Haul and all my belongings were stolen which was eventually found and towed to an impound lot I couldnt get an answer on when I would be able to retrieve what items were left in the U-haul. It took a week for them to get the U-haul out of the impound at which point I had to fly back to Texas and sort through the mess that was left. I was informed I would not be charged due to these circumstances.
After about two weeks now the reservation still remains open and I am still being charged the amount. I've spent over 6 hours on hold while being bounced back and forth between departments while everyone just tells me they can't help me. That's such and such department. Part of the charges that I am being charged are from the days the U-haul was in the impound lot. I am unable to get an actual finalized receipt which I need to claim due to traveling because of government duties. This has been a catastrophic experience and not one U-haul representative has helped me solve these issues.
Beware of Uhaul and their promises of delivered service!! I ordered a trailer hitch from Uhaul from Kanis Road location in Little Rock, AR (8) days ago paying in advance. They called me the day of installation saying my hitch was backordered? Shouldn't they of known at the time of the order? Plus I needed this hitch to pull a trailer down to Florida for my vacation!!! Thanks Uhaul! Now I have to find some other means of transportation the DAY BEFORE my vacation!! They are extremely untrustworthy and need to be called out on this for anyone else relying on them!!
We wanted to start a recent local move at 7am, and scheduled a truck using U-Haul’s 24/7 service. We received a confirmation email, and when I checked the night before, my time was still listed as 7am. Lo and behold, when I got to U-Haul at 7am, I was told through their online system I could not pick up the truck until the store opened at 9am. I received absolutely zero correspondence that the time had changed.
When I called customer service, they had the nerve to A. Tell me it was my fault because I had not confirmed the reservation (What? There was no way to do this), and B. Send me to another phone line for scheduling help that they guaranteed me would be open at the time of my call, except, of course, it was not. When I finally came back to pick up the truck at 9, the site provided only one of the two dollies I had asked for and paid for, also with no advance notice. I was able to get some money back by DMing U-Haul on Twitter, but I will never use this company again for anything related to moving.
Whoever did this invoice are thieves!!!! You charged $135 then you reimburse the money yourselves under oil change!!!! Because it wasn't reimbursed to my bank account. I will be reporting this to the Better Business Bureau!!!! No wonder you never responded to my email.
Rented a truck and trailer. Day before pick up received a call that the trailer broke but there is another one 25 miles away. Get a call the day of pick up that the trailer is not available, the guy refuses to return. I make arrangements for following weekend, received text confirmation. When I go online to check on order, my reservation is canceled. The local U-Haul locations will not answer the phone, I was told that they are too busy. Stay away from this place.
GO WITH BUDGET. THEY GIVE 20% DISCOUNT which was 30% cheaper then U-Haul. My story: 1530 I made a reservation to rent a truck from U-Haul in N. Charleston, SC at 0730 the next morning. I called the location to add a hand truck for my move. I had a guaranteed reservation or "we will give you $50." BEWARE OF U-HAULS GUARANTEES, THEY ARE WORTHLESS! 1715 I received a call from GIA from the U-Haul call center. She said she was sorry that the location never set up my reservation for an online pickup. The store will open at 9am.
I had already arranged to be dropped off at the interstate exit by my neighbor on his way to work and now I needed to wait in a not so desirable neighborhood. GIA was unable to find me a better location. I asked for my Guarantee $50 and she laughed at me. I asked for a supervisor, next came TISH an area manager. USELESS and not willing to help. Bottom Line: I now rent with BUDGET. Military TEAM, Budget gives 20% off your move.
My name is Jill ** phone number **. June 5, 2020. I made a reservation to to pick up UHaul at the grab in go store. A manual contract had to be done because uhaul system was down. After approximately an hour and half of phone calls between customer service and the authorization approval people, nothing was ever accomplished. However, I received notification that two transactions in the amount of $54.20 each had been taken out of my account. For the manual contract I was asked to give my card number over the phone. The last person I spoke with from uhaul over the phone was impatient, wouldn’t answer my questions, and disconnected from me. 2 1/2 hrs. Goes by and no progress. I had to pay for an Uber to get home.
The next day I called about the money that should not have been taken out of my account, and uhaul employee told me that wasn’t a problem on uhaul end that I need to take it up with my bank. I called back and spoke to another uhaul employee and she stayed that the money was just on hold and it would be released within 48 hours. It’s been a week now, I called again and was given 2 authorization codes, and told to call my bank and give them these codes, and hope for the best. I have run out of patience, and this is unacceptable. A supervisor with knowledge of all the details beginning with the reservation I made, needs to contact me within 24 hours, with the solution that will be acceptable by me, for this to be resolved. Or further action will be taken, Thanks, Jill **.
It doesn't matter whom you speak to; you will get a different answer, including cost. I rented two boxes, and only one arrived at the correct destination in twelve days. However, they were unable to find the other box. Eventually, it was found still sitting in the original city that it was loaded in, and it arrived close to three weeks later. When I called the General Manager in Georgia, she said my 'compensation' for their error was that I would not be charged anything additional for the box to be sent to the correct location. In other words, Uhaul wouldn't charge me for their screw up. I questioned her about some of the charges and let her know that I had verified the fees with three different people. She stated that she dealt with this all the time and that it is an ongoing problem.
Pretty much nobody knows what they're doing. When I got the second box, all the totes were upside down or on their side with the contents everywhere. The first box's door was bent to the point that I could not get the lock off, and after finally getting the lock off, to close again, I had to use a hammer. If you are looking for a cheap way to move and Uhaul sounds less expensive than hiring movers, DON'T DO IT! You will regret it, and in the end, it will not be cheaper!
I have used UHaul before with no real problems, but this time reserving 3 weeks in advance to be safe. Got a call 24 hours before picking up that no truck would available and needed to travel 75 miles further to pick one up. What's the point of making reservations if not to have equipment reserved? Had made plans and appointments scheduled based on original reserved date, but now needed to change or cancel due to this inconvenience.
Meeting with realtors, who's schedule I was on for a move-in, to Medical appointments, which were even more difficult to reschedule due to their traveling to different offices weekly, and had to cancel physical therapy due to the delays interfering with their schedule. Called corporate office and representative Very cordial and directed me to scheduling. Same story, "maybe in a few days". No help there reserving, first come first served, and additional travel beyond the 30 miles involved. They have us as a captive audience when in living in a rural area.
I rented a U-Haul truck on April 28, 2020 from Lake Charles Louisiana and paid $641.35 for my truck $51.05 for moving equipment and $325.00 for moving help. When I arrived at U-Haul in Lake Charles Louisiana and started the mobile pickup I was informed of a $100.00 deposit due to me paying with a debit card. On May 1, 2020 I returned the U-Haul truck to my designated drop off location, followed the instructions in the mobile app and called the U-Haul customer care line to assure the drop off information was submitted correctly. The lady that I spoke with assured me that everything was good. I asked the agent about my $100 deposit because I only received a refund of $65.00 and she told me that was my refund minus the extra day and insurance on truck. I then asked her about the $5.95 handlers fee from the movers and was told about making a review before I would receive that refunded to my account.
Today at 4:47pm my card was charged $89.40! I call customer care center and spoke with an agent that had no clue about my $100 deposit and tells me that the extra 89.40 was for my late return! I asked to speak to her supervisor (Samantha) which also could not explain to me about where my money went and why or how my deposit went missing through the mobile app, why I was over charged at the time of pickup and that’s why I received the $65.00 and why I was told on May 1, 2020 that the extra day was taken out of my deposit and the $65.00 is what I had left. I was also told the $89.40 was taken because that was my extra day with the truck and she reopened my reservation for her higher up team to look at.
I don’t know if this is an issue with the mobile app or the U-Haul employees don’t knowing what they are doing. Why am I missing my $100 deposit and another $89.40 has been taking from my account? I have used U-Haul over 6 times in the past 10 years and have never encountered these issues until I used this mobile app but after dealing with my money missing, nobody can explain where my money went and the company is still taking money from me, I will never waste my time with this company again! U-Haul has stolen from me and my family! I am a very disappointed customer and out of $189.40 with horrible customer service and lies from my agent on May 1, 2020 nobody has yet to help me!
U-Haul rep were awful. No one knows where my box is or the correct contract number. Customer and managers have terrible attitude and refuse to respond to their mistakes. This company is terrible and I will sue them if I do not get my stuff back.
Rented a 15 ft truck in Lee’s Summit Missouri to move furniture to Naples Florida approximately 1500 mile trip, truck was so noisy. We had a difficult time communicating in the cab. When we got to hot temperatures in Florida I turned on the air conditioning and it only blew hot air. We called the company and reported it, thus we had to drive 7 hours sweating in the truck with the windows down. I then reported it to the U-Haul drop off point. It has now been 6 weeks and have not received any contact from the company, thus we will never use the U-Haul company again. I am considering disputing the 1600.00 charge on my credit card. So beware if you are renting a vehicle!
U-Haul is nothing but scum of the earth. Back in 2016 when my wife and I were moving into my mother's house we got a uhaul because we thought it would save us money, little did we know they Illegally charged us for going to 2 different cities when we never went to. Plus they charged us for gas that we put in the tank before returning. They charged us for fuel that we never used and said we used more mileage than claimed. So they put me on the "don't rent to list" which is bs, they told me I still owe them $65 which is a lie. I wouldn't even recommend uhaul to my worst enemy. STAY AWAY AT ALL COSTS. THEY LIE, CHEAT, AND STEAL!!!!
I reserved a truck online. I wanted a truck to be at the location chosen. I was not able to get that as per phone call. I then had to confirm with an Iphone. I dont have one. I called and chatted 6 times to get my point across about not having a phone. Last person I spoke to said it was fine to show my driver's license in person. I still had to drive 45 minutes to pick up truck rather than 20. I am so disappointed.
I took my car in to have a trailer hitch installed. The car sounded fine. When I went to pick the vehicle up there was an exhaust leak that made the car sound rough. I contacted the company. Told him before I left the facility. They refuse to acknowledge that they made a mistake.
My husband and I moved to Florida from Keene NH recently. We went to the Keene NH Facility to rent these items. Moving truck and Car hauler. We waited for 15 minutes yelling, "Is anyone here," to walk around the building and find your so call manager and one other employee smoking beside the building. Who is there to wait on customers. We asked for the girl, younger than the manager who was so nice and helpful when we went in to ask about the pricing. We were told she didn't work there anymore. We were treated with disdain after asking for the other girl that. We were told if we didn't like who was waiting on us we could get out My husband and I walked out. No wonder the nice girl no longer works there. Budge in Brattleboro VT was more than willing to take our money and were very helpful. And Guess what....when we walked in they had someone there to greet us, not around the building smoking and leaving the store unattended.
I used U-Haul for the first time ever to rent a van for 2 hours to move a mattress. I walked in and started to go thru the reservation process with the rep (who wasn’t pleasant). After a few minutes he handed me the keys, told me to replace the gas I used before returning it and made mention that my reservation was being texted to me. Ok. Easy.
I did what I needed to do without incident, put more gas in it than needed and proceeded to return the van. There were 2 drop offs ahead of me so I waited patiently in line. A different employee approached me and took my key, asked if I replaced the gas and told me I’d get a receipt via text. Never received the receipt.
The next morning I checked my credit card statement, and discovered a $550 charge! I called customer service and was informed this was for damage to the vehicle!! I informed the rep that there was no way I had damaged it, but there was nothing she could do besides email me the incident report. She then asked if I had done the vehicle inspection prior to leaving the lot. I didn’t know what she was talking about, the rep never explained anything about an inspection and this being my first time, I was naively unaware of this procedure.
Not only did the rep not inform me to perform a vehicle inspection, they took the vehicle back, never called to inform me of the damages and never emailed a receipt. They just charged the card on file! No explanation- no correspondence— nothing!! I am now taking this up with corporate because I feel scammed. Why wasn’t I informed of an inspection prior to leaving the lot? Why didn’t they call me after I returned it to ask about damages? Why didn’t I get a receipt like they stated I would? They just charge your credit card and hope you don’t realize it. Sounds very fishy to me. Please be aware. This is the Mt Pleasant location in New Bedford, Massachusetts.
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