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U-Haul is well known for supplying truck rentals and packing supplies to do-it-yourself movers across the nation. U-Haul advertises trucks for $19.95 per day for local moves, but long-distance moves costs significantly more. Additional charges include fuel, damage protection and environmental fees. Even with these expenses, U-Haul can be a budget-friendly option.
Pros & Cons
- Economical choice
- Roadside assistance
- Nationwide availability
- Preferences not guaranteed
U-Haul, when used appropriately, is an affordable option for DIY movers, especially for local moves. Be aware of extra fees and make sure to understand that a reservation is not a final confirmation.
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U-Haul has Excellent Customer Service, and I always have a truck to my availability. I never experienced a problem with using or receiving any services from U-Haul.
I selected a moving truck online for the local U-Haul location. The day to pick it up arrived. I went there, and already trouble started. They claimed they didn't find my payment on file. They also didn't have the size truck I requested. I went to another U-Haul location where they gave me the necessary size truck. The truck broke down within 15 minutes of driving it. I called their roadside assistance. The mechanic came out and couldn't figure out what was wrong with the truck. They also would not switch trucks so it would not happen again. The truck randomly started working again, figured it was an overheating problem. Went ahead and loaded up the truck.
The next day I drove for about an hour and a half (out of a 6-hour move) and it was acting strange. Pulled over for a bit. Went back on the road and it completely broke down. Took roadside assistance 4 hours to finally come out to tow me the rest of the way. That night, the tow company towed it to an undisclosed location. I called customer service the next day and they said they didn't know where the truck was and I would be liable for it disappearing. They finally found the truck a day later. Morons. I also requested a refund since it didn't run for very long. The woman was very nasty and was yelling and said I would only receive a partial refund. I agreed. Then I did a chargeback once the refund came through. 6 months later, they sent a collection agency after me for 90 bucks. Talk about petty and garbage service. Will never use them again.
I used the U-Haul website to reserve a cargo moving van yesterday around 1:00 pm in the afternoon. They said that it would be somewhat close to my home (3 miles away... Remember they charge by the mile). I confirmed my reservation last night at 8 pm and again they gave me the same address for pick-up. Today my husband and oldest son went to go pick it up. Not only does the pick-up site not have our van, but they are not even open today. Now we have to pick up our van miles away, in a totally different city. U-Haul is fluffing their pockets with their customers' money and causing their customers larger fees for longer rentals by moving their rentals away and offering fake pick up locations.
The vehicles are not maintained, we have had one that was low on oil, and this one wouldn't start the day to return it, causing a call to the roadside via U-Haul, who called a tow truck to return it. Then U-Haul proceeds to charge the fuel charge when we couldn't get it to a gas station to put the gas in it. Lost a customer for unauthorised charges. WTH U-Haul.
I have rented U-Haul trucks at least 100 times the last 25 years. I just went in Monday to rent a 8 foot truck and was informed that I would need to give a phone number of somebody who could verify who I was. What? You want to call somebody to verify who I am after I give you my license and credit card? I laughed and asked if they were kidding. I’m 63 and said, "I’m not giving you anybody’s phone number to ask permission to rent a truck." They refused to rent me a truck. Lol. I drove down the street and rented at another place. Too much invasion of privacy. ** this company. Leave your left nut for the keys next.
I went in to the U-Haul store in Hattiesburg, Ms to rent a truck to move 90 miles away. The lady told me it would be 29.95 to rent the truck and .40 a mile. So I made sure the fuel was more than when I left Hattiesburg. I dropped the truck off. Ask about my refund the girl told me that it would not be charged to my account. And I looked on my account. They charge me a total of $150.44. The lady told me that it was supposed to be a flat fee. The lady when I picked it up told me that it would be 29.95 and $0.40 a mile. Not a flat fee. But it was supposed to be a flat fee. The lady in Hattiesburg lied to me. So when I called U-Haul they didn't want to refund me my extra money. When I called them they said it was a flat fee! NOBODY TOLD ME THAT! I'M SO MAD! WHY LIE TO ME ABOUT THE COST! DO NOT RENT FROM THEM! THEY ARE LIARS!
U-Haul rental del Monte Ave Monterey CA 93940 - I rented a truck 1/12/2018. I included insurance coverage $14 to cover for damages. When we returned the truck, we were told that we broke the drivers compartment. We explained we do not vandalize and it might have been broken before we rented because it was an old U-Haul truck. Today, 1/18/2018, I rented again another truck. The representative, “Mr. **," told me that It is required that provide a secondary phone number that they have to call to verify. And they also have to call the bank verify my credit card because they have a new system. I just rented 6 days ago, and I have to go to such long process?
Since I have to wait long, I have to use the restroom. Gush, it has broken doors and somebody opened while I was inside the restroom. I told Representative “Mr. **” that the restroom has unsafe doors and one of their employees opened it while I was inside. The worst conclusion of the day, I was charged $20 for cleaning fee. I asked if I just clean it myself, and the representative said no because I was already charged. I could have forgotten about the questionable verification process. I could have forgotten about the restroom incident. But with the cleaning fee added insult to injury.
I have had the worst experience with the PIEDMONT RD location in Atlanta GA. For months their payment system showed my account as delinquent when month to month my bank was making payments scheduled on time. My checks were being misplaced and no one made efforts to solve this in a timely manner. I got bombarded with emails, letters, calls about my payments being delayed in a DAILY BASIS. Meanwhile the store manager Tim would tell me I was OK. Never an honest apology and just not making efforts to follow up with. Didn't care how annoyed I was with their automatic service sending those letters.
4 months with the same issue. I escalated to customer service, regional manager and all I got was put on hold, pushed behind, not able to access my storage... absolutely no interest to the customers. Not to mention the staff in the front desk, sometime people who don't even work there, behind the desk unhelpful, eating. Unpleasant and so unprofessional. Just the worst!
I booked to rent a 'Vacationer' trailer, a small trailer for luggage, for 3 weeks. I could not find one near me but I really needed a small trailer so I decided to pick one up 150 km away. On the day of the pick up, it was not available. They had sent it for servicing the day before and did not bother to inform their customer that it was not available anymore. That, after I had paid and booed it.
So their solution was to give me a larger, uncovered cage trailer for the same price. I told them that it was not a discount for me because I did not need a uncovered trailer and a bigger one. I needed a small COVERED one. I asked to return it closer to home because I could have booked a caged trailer near home and they refused! They kept insisting that they had rented the larger trailer for a smaller price and that was their incentive for their mistake. It was not an incentive to me because it was a more difficult with a larger trailer and a uncovered one. I don't understand how a company can take my money and promise me a service and go back on their word. And then not compensate me on not honouring their agreement. I'm sure they'd charge me more if I breached the agreement.
I feel that I was coerced into location of pick up and drop off, because it was far from both my move out location and move in, when I had objected to this the lady I spoke with when I called the 800 number to set up my reservation would not listen to me and told me to talk to the man that will be calling me he can change it, when I did he said that the place that is the most convenient didn't have what I wanted, when I got the truck it was dusty old and chugged bumpily, I read the agreement. I was not ever told they were going to charge me by the mileage, I brought the truck back with more gas than it was given to me, and the guy says it is $151. And something cents. I am disabled. I live on social security. The move itself wiped me away so I still owe $51. It was a in town move. I was charged .99 a mile. Why didn't they tell me this in the First place.
I left there feeling so ugly like I walked away from a den of thieves, I felt hopeless cause my finances just barely support me and my 6 yr. old. I had to move because my apt wall was caving in... This whole business transaction was totally a way of squeezing money from the poor. They treated men with bank cards like gold. They treated my disability card like it was garbage and me like I was less. Why? because I am a woman? Disabled? A minority? It was very dishonorable and dishonest and very misleading. I felt inadequate used and betrayed and gross. Moving is stressful, being treated like I am less because of my gender, financial status, disability race whatever was something I really didn't need. I would have loved to have been treated like the 2 customers in front of me, bank cards, wallet full of money, men, Anglo square on IDK whatever it was...
I made an appointment on 12/21 to have a trailer hitch installed on the morning of 12/28 at 8AM. Walked in right before 8AM the morning of the 28th and was told that the installer doesn't arrive until between 8:45 and 9AM. Why then would you make an appointment for 8AM? I returned at 9AM to talk directly to Christopher **, the General Manager, who told me the part hadn't arrived. Why wouldn't the guy I spoke to earlier tell me that? The part was scheduled to arrive later that afternoon. When I asked if someone could install it the next morning, Christopher told me yes and that he has someone in as early as 7AM. I then asked if an installer would be in at 7AM because I was told an installer would be here this morning at 8AM and was not. Christopher responded in a very sarcastic tone "Well, tomorrow is a different day". That's when I decided to cancel the order and never deal with this company again.
I attempted to rent a U-Haul and the experience was extremely poor. I did everything that I was told through the application but I had no access to the keys so I contacted the representative that night and they told me they would call me back to assist and they never did. The reservation was cancelled and was told that I would get a full refund but they only refunded me half of what I was charge. I called back again and they said they were going to process the refund again and y’all never did. Now I’m being told that half of what I’m only suppose. I transferred to a voicemail of Earl, account manager. I’m extremely upset that I had to waste time to handle this issue when I spent 3 hours in the dark that night trying to get a service and that never happened.
Worst moving experience ever! Used U-Haul to do a coast to coast move and was given the worst truck possible. Truck would not got over 60, I had to keep heat on blast due to door not sealing so there was a constant breeze that felt like and sounded like a wind tunnel. Took 3 hours to get U-Haul at pickup so rushed away without checking contract which said gas was on full (it was not) so upon returning was told I would be charged 112.00. Ended up having 142.00 directly taken out of my account despite me being in the process of disputing the fuel amount.
And dealing with customer service was another nightmare in itself. Over 5 hours on the phone with multiple reps, told management would call me back. They never did. Finally would not get off phone until speaking with management only to be told they would look into it and call me back, they still haven't. All around worst experience ever dealing with a business that I paid over 2 grand to use their service and be treated like crap the entire time. Would not recommend using U-Haul.
2 times I had issues with u-haul. 1st one I got diverted 30 minutes out of my way to another location. 2nd one to tell me there wasn't any trailers in my area and I would have to drive 1+hour to get the trailer I need. Both calls happen THE DAY BEFORE! U-haul has to understand those that are moving are busy and getting a call 1 day before the move is uncalled for and bad customer service. U-haul does not have any type of inventory system connected to their customer ordering. So when you make a reservation, it doesn't mean squat. You need to call the place you are wanting to get the trailer. U-haul: Please improve your reservation system. Why let customer order on the site when you cannot guarantee availability.
Moved from California to Texas. Upsized vehicles during moving process, left paperwork, documents in personal zipper closing folder of no value to anyone in truck cab. The employees of U-Haul search these trucks very carefully, and I cannot believe they would not even keep this item. The one time I leave an item of no value and gets tossed aside. Be careful to check, since the employees do not seem to empathize with the situation.
I reserved a U-Haul at my nearby location for a day in December. A week before my move date, I received a text and email that the pickup location was now miles away and noticed that U-Haul had the wrong date (6 days before my actual pickup date). I frantically called because we booked 3rd party movers to help us and U-Haul tried to blame me for changing the date. They said they could get a truck on the correct date, and would email me confirmation 24 hours in advance. "So you can't guarantee that the truck will even be in this other location on my move date?" I asked. "No," was the reply. I asked if this is really how they do business and the rep replied yes. I told them I wouldn't be doing business with U-Haul. Moving is stressful enough, but if a huge corporation like U-Haul can't actually confirm truck and location then they have no business making reservations.
Absolutely terrible service! When I stopped in to pick up my U-Haul in the morning, the person at the counter was completely rude and said I had checked in online and would need to figure it out on my phone. She seemed completely put off. I reserved the U-Haul for 8 hours and came back to return the vehicle at 6:30 p.m. at the end of my reservation and my car was locked behind a gate! I had to call U-Haul customer service three different times. They could not get ahold of the people that own this pickup location and therefore U-Haul could do nothing for me.
I live 62 miles from this drop off spot and since I couldn't pick up my car I had to take the U-Haul home incurring another hundred and thirty-five miles in charges along with 2 hours out of my time to return the U-Haul the next day. Suggest renting your moving vehicle from somewhere else, maybe budget? U-Haul said it would take 72 hours before somebody would even get back to me regarding this issue. What a joke!
Dec 2nd I ordered a U-Haul at the Queensway location for pick up (closer to my home) and drop off in Mississauga (closer to my new home). So the night before my move they called me and told me they did not have my truck in stock so I have to go pick it up at the Mississauga location which is out of my way because that is where I'm moving to. So obviously they had to compensate me for that because that was not my fault. Okay so I also ordered two dollies. When I got back home the dollies were not in the truck, so I called and they told me to now drive up to the Queensway location to pick up the dollies and I will be compensated for my personal gas and my time being wasted.
When I got to the U-Haul location they told me that they didn't have any of the dolly that I ordered, so I just took Whatever Dolly that they had left because I didn't want to come back with nothing. When I return my U-Haul at the Mississauga location nobody was there to speak with to get my compensation even though it was noted on file. The next day I got a charge for $36 from U-Haul and when I called they told me it was for the gas and that they are not going to compensate me anything because they compensated me the U-Haul they had me pick up at the Mississauga location. So long story short I wasn't compensated for anything. ** service is horrible. Very unorganized.
On October 30, I went with my daughter to return a U-Haul truck she had rented in Dallas Texas. The 1-800 number said to return it to some run-down building on the outskirts of town where I live 5 hours away. The guy said that she had extra mileage to pay for??? I paid for it on my credit card-$133. On November 23, I noticed I had 2 more charges from U-Haul, one for $1.77 and one for $3.15, on my pending charges on my credit card. I immediately wrote U-Haul and was told: "Unfortunately, we are not able to discuss a customer's account with a third party as that violate privacy protocols. That person will have to contact us directly to request information on charges on their account."
I'm over here like are you kidding me? You can feel free to charge MY card without permission for God knows what but not tell me why? People, check your credit cards! There is no telling how many people just let these random small charges go and not say anything. I will NEVER recommend this company or use their service EVER!
They got the destination wrong. The truck had no air conditioner. Heat was on all the Time. Couldn't shut it off. They didn't tell me if I brought it back early I wouldn't get the difference back. Service was bad. Not satisfied. Frustrated with my whole trip. Thank you.
My mother rented a truck from U-Haul and paid in advance. The reservation was made in Miami but the truck was to be picked up in Jacksonville. When we picked up the truck we didn't have a dolly so I paid for a $12 dolly with my card and U-Haul charged me for the dolly the full rental of the truck $188.32 and when the truck was returned they charged me $49.73 (I never had a rental with them just a dolly). I still have not received my money back and they were paid twice for the truck once from my mom and from myself. When I spoke with the general manager at the Normandy location in Jacksonville about the 2nd transaction that went through my account he advised it was not his problem.
I'm a single mom and cannot afford for a $250 transaction to be taken out of my account for a truck I never rented and tomorrow is Thanksgiving... Nothing for my daughter and I because of their error that has not been corrected. The general manager and others at the cooperate office for U-Haul admitted to the error and I was told that I would have the money replaced by today but it never was. I didn't give a rating with any stars because U-Haul don't deserve any.
First, It took an Hr and Half just to rent a 10' box truck with a car transport. The woman behind the counter could not figure out to use her own systems and had to write 2 separate contracts after making multiple phone calls to figure out how. Second, The Truck and transport only made it 28 miles from our destination before it broke down. "Mind you, The truck was a 2017." From here we obviously had to call U-Haul and they dispatched a mechanic to come and take a look. The mechanic was over 80 miles from our location and took 2 1/2 hrs to reach us. Now I spoke on the phone with the mechanic shortly after the phone call with U-Haul and explained that the drive shaft was burnt out and how it broke. Even he said that he did not know why he was being sent out but after he called back U-Haul and explained, they said he still had to go out before they would call for any type of Tow or flatbed.
So, After somewhere between 3 and 4 hrs of waiting, showing the mechanic the issue, and the mechanic telling U-Haul it is broken, They finally ordered a Flatbed for the U-Haul and we had to pull our vehicle off the Car transport and drive to our location. They did drop the broken truck off where we needed it so we could unload which by the way, they urged us to stay in the original 1 day time frame, even though we lost time because of their vehicle.
After the truck had been unloaded they sent a Flatbed to pick up this broken truck. I then got a call each day for the next 3 days asking when we were going to drop off the Truck and trailer and had to explain each and every time what happened. I also had a claim in to get a refund on the car transport because we ended up not using it because of the issue. Management is suppose to call me within 4-5 days to go over the issue and refund and possibly discount.
Here is the thing, I have now called 3 times, First time was to set up the claim and have them stop calling about picking up the truck they already picked up. Second call, was to check on status where they told me there was never a claim put in but will do so now! Third call, To check on status for them to say they closed the claim as it was resolved and reopened for me since they DID NOTHING!!! I am still waiting for these people to stop screwing around and fix the problem. Suggestion: it's cheaper to pay friends even twice the price U-Haul charges when it comes to time to move. They don't care about you, me or anyone.
More than 24 hours after equipment has been returned to U-Haul the $606 hold on my account is still there! This has to be some kind of money making scam that uses unsuspecting customers' money to churn out a profit.
I rented a 6x12 enclosed trailer two months ago for $360. Now less than two months later the same trailer rental from and to the same locations is $822. Talk about gouging the customer! I'm done with U-Haul forever. If this is the way you treat customers, I hope you're out of business soon.
The company clearly doesn't give a rat's **. I went to rent a trailer, and they couldn't find my reservation. But an employee had called just a few hours earlier... TO CONFIRM! Then they quoted me $85 for a one day 29.99 trailer rental. I called U-Haul themselves, the rep on the phone looked at it, couldn't find the problem, said go ahead and rent it, it'll be sorted out on the return. The woman cashier said the printer wasn't working, I made her write out a receipt, THANK GOD I HAD! When I went to get my refund, holy cripes was I given the runaround. The rep on the phone kept throwing out all sorts of figures, all well above the $32 I always pay!
She kept insisting I had made an $80 credit card deposit. There was no such charge! She fought tooth and nail trying to get me to pay at least double! The clerk finally said "He has a handwritten receipt for $100 cash!" She must have said "$80 deposit, 20 TIMES!" Are they this inept, this retarded, or is it on purpose? I'm strongly leaning toward... On purpose. Don't you dare rent from them without everything in writing, this smacks of pure desperation! I am a regular renter from them, I know how to fill out the forms, and reject all the added fees, this smacked of a pure Con.
I was forced to pay off my boyfriend's debt in order to rent here. I was paying, it was my rental & my move & the debt was debt he incurred before we met, but I was made guilty by association & forced to pay a cost higher than the cost of my rental. We are not married & I am not responsible for his actions now or before we met. This is absolutely illegal to force me to pay a debt I had nothing to do with & that was not attached to me in any way, other than that I am associated with the debtor. What's next? I'll be jailed for speaking with someone guilty of a crime? Do I not live in America???
Showed up to Wheelz An Dealz in Colorado Springs 15 minutes early. Was informed I was to wait, which is fine but was very rude about it. Waited 15 minutes, went back in and would not help me. Helped 2 other people before me, even though I was there before them. All I needed was help putting my vehicle on a trailer which he did not help. I already paid or I would have left. Moving is already a stressful process and this guy, who is the owner, just makes it tons worse.
I am a bit disappointed with the fuel charge, as the gauge indicated a little above half when I dropped off the truck last night… Add more so, given that I patiently waited over an hour to pick up the truck, due to a system malfunction at the Fargo location. While I am on the matter, perhaps, I should have held onto the truck for those unused allotted days, so to prevent your company from turning around and renting the vehicle (yes, I know it is more likely the vehicle sits on the lot, but the potential is now possible).
I guess there is no room for a corporate giant to share the same understanding or compassion. As you and I know, U-Haul is a major company and does not care whether I use their service again, post a bad review, or express my dissatisfaction on social media and besides $6 is not worth much more than this email. But I will send it regardless, if nothing else but for your death ears too not hear and blind eyes too not see.
I will close with asking if you or anyone working for the company (one that deals with engines and is based in an environment known for daily fluctuating temperatures) ever consider that a gasoline contracts and expands. I returned a warm truck and Milwaukee is cool this time of year in the morning, and the truck I got was sitting in the warm sun of the Fargo location. Pretty crappy to nickel and dime a customer that has spent over $1400 dollar this past month! I will most defiantly try to avoid U-Haul in the future as well as direct friends and family to consider more local and companionate alternatives.
My experience w/ U-haul has been horrible. I have spent large sums of $ renting for weeks to be treated badly by those at location when you go to drop off the equipment. They treat you like you have an endless bank acct. and $ is no object. I rented from one place in Jerome, Idaho, and the location ran my debit card behind my back w/out even letting me know ahead of time. I complained to them about it and told them I was not happy with them pulling that stunt. Unknown to me, they put bad comments about me in the system which I found out the next time I went to rent at U-haul as vindication for addressing their behavior. I would not recommend them, as they charge exorbitant rates per mile and have bad customer service.
3 times they reinstalled the electrical harness for the hitch. First time, the wires were literally DANGLING under the car. Second time, after about 6 months, I started to get some fused blown and it took another 4-5 months to figure out why. I literally had to spend half a day to isolate the bigger circuits in the car and then micro test everything. The 3rd time, now my stop lights are staying on all the time. Contacted them by email and certified mail. Nothing.
All my items was stolen including my mother's Urn, all my kids' coats and clothes, everything. I was told it was a mystery and it was not covered. The GM never responded to me, and the manager treated me and my husband as crooks! Never use U-Haul!!!
I rented the truck for about 5 hours to move boxes that were covered with wrapping plastic. The next day I check my email and see a cleaning charge + tax. I immediately called their head office. They were not able to find any notes as the reason of this cleaning charge. Therefore, I was promised a refund. Few hours later, manager by name of Kim emails me that "there was sand in the truck". She says, and requested a picture as a proof that I did not use the truck to move sand. After 6 phone calls and number of emails I received $25 refund without the tax.
Their head office gave me the worse customer service experience as if it was my fault that they did not check the truck before renting it and it was my fault that they charged me for cleaning fee and did not ever refund the tax on the refund. My advice to you guys, MAKE SURE you take pictures before, during and after your move and make sure the car is clean before you rent it. Oh and forget about customer service from the management in this company. If any mistake is done, you're on your own unless you're willing to call them a good 6 times at least.
Don't use U-Haul! Terrible customer service, they wrongly accused us of damage, which we had pictures to prove wasn't there when we returned the truck, it's been three weeks and they haven't contacted us or returned our money they charged us, pretty sure it's an insurance scam... We are planning to file an official complaint... Don't use U-Haul, we never will again that's for sure.
I reserved, online, a 6' X 12' utility trailer for 08:00 AM Fri. thru the local U-Haul. Upon arrival I discovered they had no such trailer to rent. Only an enclosed unit was available. Since I needed an open trailer I asked where the closest U-Haul that had one was located and was told "I don't know. Call 1-800-Uhaul." I was connected to another U-Haul 65 mi. away and was able to reserve the correct trailer over the phone. After the 1 1/2 hour drive I arrived to find one of the two units they had was rented out to a customer with no reservation and the other unit needed 3 hrs. of repair, and did I want to wait? No further accommodation was offered. I was involved in securing lumber for a project that was now on hold at $50/hour.
I made reservation to pick up truck, when I arrived at the location I was told the truck was not there. I called the main location in the area and was told they neglected to have the truck available for me and I would have to come to the main U-Haul location. It was 6 miles away, but I had no car or any way to get there. I also was on a schedule. I had to walk the six miles and missed my deadline and had to get a motel. There are other rental companies, USE THEM!
I don't think they understand the concept of the "reservation." I reserved a 20' moving truck almost a month in advance. I live in a small mountain town with two U-Haul dealerships. Three days before my move, they call to change my truck size to a 15'. One day before my scheduled move, they call me to change the location to pickup the now 15' truck to a town over 45 miles away - an hour and a half round trip drive. When I called to see why, I was told that some people make reservations 3 months in advance (really?), which still doesn't explain why they accepted my reservation if they were unable to fulfill it. The CEO of this company should take his multi-million dollar parachute and resign/retire already. This has to be one of the worst run companies in America. Reviews are absolutely horrible.
I had a hitch installed and within weeks it began rusting. Since I did not pay the $5 warranty U-Haul refused to do anything about it. The guy from U-Haul actually told me I must have backed into something! The day the hitch was installed my son was in an life threatening accident so instead of going on vacation I spent two weeks straight in the hospital caring for my son and then two months caring for him at home. My car was driven very minimal and there is absolutely no way I backed into something. If U-Haul was a reputable company they should have repair or replaced the hitch. I will not do business with this company in the future.
Just wanted to let people know of my latest experience with U-Haul. I want to start by saying over the past 3 years I have rented a truck from U-Haul 6 times. I have always had good service until my last move. Which happens to be the biggest one. I rented a truck in Tennessee to move to Florida, had people fly from Florida just to help with the drive. We get just south of Chattanooga and the truck makes a loud pop and dies in the middle of a very busy interstate. We get the truck to the shoulder of the interstate and contact U-Haul. I was told I would receive a call from the repair guy within 30 minutes. We sit for an hour with no phone call, so I call them back and sit on hold.
While on hold I finally get a call from the guy who says he is on his way. Another hour and a half goes by before I receive another call from him asking me where I was again and that he is on his way. He gets there half an hour later and checks out the truck. Apparently the transmission had overheated and it had time to cool off so we were able to get back on the road after sitting on the interstate for 3 hours. We were told that it would keep doing this and that we needed to stop when the engine started feeling sluggish. This happened every 120 - 140 miles, so that meant we had to stop for at least an hour to let the transmission cool off. We left TN early because we wanted to be in Florida the same day.
With all the delays at about 2:30 am we finally decided we would have to stop and get a hotel. We slept for 4 hours and got back on the road to start it all over with the same problems. Needless to say due to the truck we were delayed by about 10 hours had extra fuel cost and had to spend money on the hotel. The extra cost added 25% more of the original cost so instead of costing me $900 I came out spending a little over $1200 to rent from U-Haul. This does not even begin to include the extra time for the 3 of us in the truck.
After it was all done and I had taken the truck back I called U-Haul and filed a complaint. I was told that I would receive a call within 48 hours. I never receive a call. I did however get an email from Greg ** telling me they would be reimbursing my credit card $150.00 for the inconvenience. I respond to the email letting him know this did not even cover the extra cost for me and that it was not acceptable. I did not hear back from him so I called and left another complaint.
I was told at this time that they would forward my complaint to his boss and I would get a call within 48 hours. I still have never received that call, but did get another email from Mr. ** letting me know that they have already credited my card for the $150.00 and that is all they would be crediting, "This is not a negotiation process." All I was asking for was for them to reimburse my extra cost due to them giving me a truck for a long drive that obviously had not been properly maintained.
Back in August my husband and kids had a hitch put on our 2011 Kia Sportage. This was done at the 451 Sunrise Hwy West Babylon NY location. Not only did they not check the work of a new employee, they put the lines around my fuel lines, my muffler and they almost set my car on fire. The trailer they game my disabled husband the lights did not work the entire way down to Florida. They had been flickering, going out. When he arrived here in the Florida the U-Haul was beside themselves saying they never saw such a mess in all the time they have worked at U-Haul... All hitches are to be inspected and this place did not do so. An 18 hour trip turned in 28 hours, and my husband almost ran out of medication because they failed to have someone do their job correctly.
This was a nightmare from prior to, when a nasty lady was trying to make us pick up the trailer from another location, when we had been told it would be in West Babylon, she wanted us to drive out of our way to pick it up. NEW YORK U-Haul really needs to get new people and new management. They hang up on you, because they did not even want to deal with the issue. One woman that I called at 6am told me I could not report the problem because I was not on the account. Well they spoke with me when I was on the credit card. Yes.... Someone truly needs to go in and check on this company before a life is lost due to mismanagement.
I scheduled an appointment to have a hitch receiver installed on my car. I chose the earliest available date on their website, it accepted and charged me right away. The day before the installation I received a call from the location saying that it's not available yet. They rescheduled it and the day before the installation I received another call saying that it's still unavailable. This same thing repeated 5 times. It's been almost month and I'm still waiting. Customer service has no clue. They keep telling me that it's available but the location says the opposite. I had to cancel my vacation after rescheduling 3 times. Worst customer service experience in my life.
Well I am disabled. I let U-Haul know that I needed a 20 ft truck one way. U-Haul told me that the place that I was going didnt have storage but they had storage 30 miles away. I get to the unit. It was half the size of the truck and I didnt get my truck on time from U-Haul because of the outdated computers and the storage place was closed. I was given extra miles but not some monies back because they broke my contract when I couldnt get my truck on time. I think they set me up so they could overcharge me. Then I turn my truck in on time and they want to say I kept it an extra day, bad business. I called for someone to help me and all I got from U-Haul customer services was disconnected or transferred then disconnected. Now they are threatening me with a 143.00 bill which has no merits. Then I never got my receipt after paying them 175.00 dollars off my debit card which it took the monies but couldnt print out me a receipt.
I made my reservation online August 9th, and used a credit card to secure it. My move was scheduled for August 26th so I assumed that was far enough in advance. I received a call 2 days before the move to tell me they did not have the 26' truck I requested and would give me a 16' truck. Things only got worse from there. What I've discovered is that the customer service model seems to be "take as long as possible to respond, and only respond with 1-2 sentence emails". It's absolutely amazing how many hoops you need to jump through to get half answers. I will absolutely never use this company again, and I want to make sure no one else has to go through all of the mess I'm still going through with this company.
I ordered a flat panel TV box online because I was moving. I paid with my credit card (which has a substantial amount of money on it), and the website gave me a "declined" error message. On the other hand, the credit card app said the purchase was approved, then reversed. I (being silly) tried again three times: each time, declined. The credit card app again said the purchases were approved, then reversed. Given up on the credit card, I completed the purchase with my debit card.
One day later, I canceled the order, because I figured out another way to pack my TV. It was a holiday weekend, so I knew that these charges would eventually be credited. A small voice inside me said to contact customer service to make sure the charges will be credited. Lo and behold, I check my app again, and found that the charges were pending and not reversed! First, I called U-Haul's 800-number. They gave me the runaround. Then, I called the local store. I was placed on hold for more than ten minutes each time I called, which was twice. Then, I called the credit card company. The person on the line ensured me that the charges were reversed on my card. He also informed me to call in a few days if these charges aren't credited, given that today is a bank holiday.
I also called U-Haul's customer service again. They finally transferred me to another customer service division. The woman I spoke to was very condescending after I explained the situation. She told me that she would file an action claim, and I should hear something back from the manager in 3-5 business days. I did not hesitate to tell her that this was unacceptable. I canceled the order online. Who would deliberately make charges four consecutive times for the same product? She replied to me, "I'm trying to help you. Do you want me to help you, or not?" UNACCEPTABLE! I explained that I never experienced this before. Usually, if this is a technical error (which it was), I would get assurance that the money would be credited back to my card. Not the case with this lady! For some "strange" reason, the call was disconnected.
After calling the local store, and finally speaking to a live person, a man named Jeff was able to issue a refund to my debit card. He was very helpful. Back to the national customer service: was given the runaround until another condescending lady told me to call the Buyers Club line tomorrow, since they may be closed today. U-Haul, please improve your customer service, and your website.
This has got to be the worst. I will never rent from U-Haul period. The customer service rep BARBARA at U-Haul of the 1800 was the rudest lady ever and once she confirmed my location has changed from my original location for pickup the lady Stephanie 770-954-0369 from Locust Grove GA location was even more rude. I will not pay these losers my money. I will go to Home Depot.
I spent nearly an entire day yesterday trying to make a reservation for a 10' truck rental Friday Sept. 1 at 10 AM. The website continued to tell me 4:45 PM pick-up even when I chose alternate locations, one way vs RT, etc. Finally I called for support, after over 15 minutes on hold, I spoke to a friendly and helpful representative from the Arizona office who offered me a one way rental because I had to drive 200 miles RT and explained that it didn't matter if I returned it to the same pick-up location but it would work out less expensive for me since I had so many problems trying to reserve a truck. Tonight at 4:20 PM I get a text that my truck will be available at 7 PM on the day that I am supposed to move things, the business that I am picking up from is a 2 hour drive away and closes at 4 PM... Do you see how that doesn't work?
I tried calling the number I was given yesterday and it doesn't go through... So I called the 1-800-GO-UHAUL number waited on hold 10 minutes, spoke to someone who figured out this needed to go to a manager, waited for 10 more minutes and when I finally spoke to a woman named ALEX at the Sacramento Regional Office and explained that U-Haul has left me in a situation where I am supposed to pick things up from a business in Napa tomorrow and now have to call them and say I won't be there. I asked her to tell me WHEN there is a truck available so that when I call the winery I can tell them the new pick up date and time. She tells me that even making a future reservation and a specific time, which the website has to 30 minute intervals, that just like tonight U-Haul will contact me 24 hours before and might tell me again that the truck will be available at a completely different time than what I have requested.
In a day when everything is computerized, specific rental days, times, return times, how you cannot guarantee me a truck for the day and time I need no matter how far in advance I try to schedule or how many different locations I tell you I can pick up from I find hard to believe. I am 52 years old, I have move in excess of 15 times in my life and always used U-Haul, even just walking in and renting a truck right off the lot. Now I can't even get a manager to tell me what day and time they will have truck for me at any of a dozen plus locations in 100 mile radius between Elk Grove, CA to Napa, CA. so that I can schedule with the winery that I need to pick up equipment from.
I rented a truck last year from Uhaul and am just now getting around to writing a review about them because that is how bad they are. These types of experiences stick in your mind and anger you continually every time you think about them afterwards. I will NEVER use Uhaul again. They have lost my business forever basically over $30. I dropped my truck off after hours the night before and they did not check it in until after the additional day's deadline the next day so they tried to charge me for an additional day. I had to haggle with them over the phone to get that corrected. Then when I tried to pay my balance due in store with cash, they had no one available to take payment at the first store, so I stopped by a second store where the woman told me that she could not find my reservation number and that there was nothing she could do to help me.
Running out of time and options to get my payment in that day, I drove to the original location I rented it from to pay it only for them to have technical difficulties on their computer system and still not be able to pull up my account and it was right before closing. I told her I would just try again the next day, but Uhaul charged me a $30 late fee overnight. I went back to the office the next day, but they had no control over that, so could not adjust it. They told me to call customer service. Customer service told me I had to call the owner of the location I had dropped it off from which was a podunk trailer sales business called Jim Campen's Trailer Sales that was a redneck run down business and not a place you would expect to be dropping off a Uhaul. I called there several times and was always transferred to voicemail and never able to speak to the manager.
I left 3 voicemails and was never called back. I called customer service again who just kept telling me there was nothing they could do about the late fee and that I would have to go through "Jim Campen's Trailer Sales" who, of course, never responded. If I am guessing that since the owner of the redneck drop-off business was in charge of issuing a refund, he was also the recipient of the fee, which makes perfect sense why he never returned my voicemails and would have never refunded the fee because it went straight into his pocket.
So I would advise you never to rent from Uhaul ever. I will never do so again. I have rented from Budget Truck Rentals 3 times since then and they have been very professional and courteous. Lesson learned. Do not rent from Uhaul. Storage, trucks or other. Do not do business with Uhaul. It would have been in Uhaul's best interest to issue my $30 refund as this one review alone will probably cost them much more in lost business... Which makes me smile. Thinking about Uhaul losing money is the only silver lining to the entire experience with them. And that was a year and a half ago.
I went to the U-Haul facility located in Hopewell, Virginia to rent an auto transport trailer. The rep at the facility quoted me a price of $329 since I was dropping the trailer off in Oklahoma. When I committed to reserve the transporter, the rental fee came up to $576 and the rep said her hands were tied and referred me to U-haul customer service for an adjustment for the misquote. I contacted U-haul customer service and explained the situation hoping to get a satisfactory response.
Since there was such a wide disparity in what I was quoted initially, in which I committed to vs the final reservation fee. I was seeking at least a $150 adjustment. The rep at the facility inadvertently quoted a truck/trailer combo fee. I explained this to the U-haul customer service department and the rep stated that she only had the authority to make a $100 adjustment and any additional adjustment must come from the supervisor. I asked to speak to the supervisor and she stated that he/she was not available at the time but will alert him via email and that I should hear from him. I never heard from the supervisor. I called back on August 30 and spoke to customer service regarding this issue and got the same song and dance, i.e., the supervisor isn't available, a death in the family. I, again, asked if there was someone there that I could speak with and I was emphatically told no!
I was not upset with the rep at the rental facility, she was very nice and personable. She made a mistake, human error. The U-haul customer service department leaves a bit to be desired in resolving customer service issues and concerns. I had no issues with the mistake but do have issues with how the customer service department relate to and resolve the needs of the customer. I am sure the next time I need services of this type, I may exercise some other options such as Penske or Budget. I would forewarn any prospective customers of Uhaul not to have any favorable results if you encounter a customer service issue with this organization.
On Friday Aug 25 I made a reservation for a Car Dolly at the Old US 33 U-Haul location for Saturday 26 pickup. When I got there they said they don't have any available until Monday the 28th. When I arrived for the pickup they said they don't have any reservation but my name was in the computer. The 2 agents kept conferring back and forth until finally they found it. They said there were computer problems... Not my problem as I was running against a dead line. A sign inside the store says guaranteed reservation, "right equipment, right location, right on time." That definitely was not my case. I think I deserve the $50.00. It sure was not the terms we had originally agreed to. I will never go back there for any future rentals.
Reserved 2 weeks in advance. Confirmed day before. Went to pick up equipment. Not there. Were sent to two other locations before getting equipment. Did not go over any paperwork. Wrong car dolly and pulled front bumper cover off car. U-Haul refused to do anything. Half way on a 700 mile move, engine blows in 26 ft truck. Left along highway with two kids, my diabetic mother and three dogs in temperatures over 90 for over two hours. Finally towed to a location but wrong one. Stayed in motel, everything we own in U-Haul, and was to have a group of movers next morning to do a U-Haul to U-Haul transfer. Location was not set up for this type of transfer and they sent two guys to do this job instead of the four that they were to send.
Our items set out in high temperatures and then pouring rain. Again, another night in a motel. All food destroyed, and over $7000 in personal property damage, 800 in car repairs. RepWest asked for itemized list with cost. Did that. Now, no call backs. Did I mention, they didn't even put the right name on this rental? Did I mention that we were told to turn all this in for reimbursement? It's been 6 weeks and no resolution nor call backs. Are they for real? Attorney is next call and that will be put on with U-Haul expenditures as well. BBB contacted as well. Displace us for this long due to incompetency of customer service.
I moved to a small town that only has U-Haul. I rented Penske from my old town, drove up, unloaded, drove back, and then drove my car to my new home instead of renting U-Haul one-way because Penske charged half as much for twice as many miles, but I reserved a cargo van through U-Haul to get the rest of my stuff. It would cost more, but I would only need to make one trip. I reserved the van at noon, wanting to pick it up at 4pm, but the site reset several times, and my 4pm kept changing to 5pm, which was when that location closed. I finally got my reservation, but when I went to pick it up, I was told they had never had vans, not once in all of the years they were open. The lady tried to rent me a 10' truck for the van price, but the system would not let her, and kept giving her other problems because I reserved one vehicle, but she could not give it to me.
At one point the rental was $180.50, but it ended up being $344.18, required a horrible amount of time, and the lady needed to call two different places to have them help her. She tried to charge me, but my bank blocked it, because U-Haul attempted to charge me twice, which appeared fraudulent. She tried again and U-Haul also tried to charge twice. I needed to call and let them know I authorized one transaction.
U-Haul charged twice again, but I did not realize until after I left. I am currently overdrawn. Since this happened after the close of business on Friday, my money will not be available until Monday or Tuesday. The truck only had a quarter tank of gas and I needed to drive hundreds of miles, but I was overdrawn, so I took back the truck immediately, and they charged me for one day and eight miles for a truck I couldn't use. I feel the lady did everything she could and I talked to another employee at another location that genuinely seemed to want to help, but it did not seem like the company let them do their jobs.
As if not enough increasing rate per mile up from 70 cents to $1.09 for Friday and Saturday. They scam you for extra gas payments. They scamming us for extra gas money. Is to claim the Truck is under 7/8th so pay 10.00 more! Trucks do not have 7/8th marks only quarters. And the scam is they park the vans on a slope. That is plain cheating. Putrid smell of scamming.
I rented a car hauler to pull my son's car to Auburn University to start his freshman year. I rented the trailer from Norman, Oklahoma to Auburn Alabama one way.
I wanted to trailer his car so we could all ride together in the RV. We weren't halfway into a 800 mile journey and had a flat tire on the U-Haul car carrier. After looking at the flat tire it was completely bare of tread and the middle had the steel belts showing.
When the contractor arrived, very quickly and courteous for midnight he changed the tire and we were on our way. After we examined the other trailer tires they all had terrible wear and shouldn't have been assigned to travel anywhere. The contractor said we should make to our destination ok but when I dropped off the trailer at our end destination to let them know to change tires and do not rent it until it's done. When I called to report this to U-Haul office they initially said they would contact the rental facility. I've been renting trailer, trucks from U-Haul for 35 years and never had this experience. I requested a full reimbursement and they denied it. Shame on you U-Haul for service like this to a loyal customer of 35 years.
I had reserved a 26 ft U-Haul in preparation for moving within the same state roughly 13 miles away. When I arrived for pick up the location didn't have that size U-Haul, only a 20 ft. I was given the reservation guarantee of $50. Most likely we would have been able to make one trip with the 26 ft U-Haul, instead I ended up having to pay my movers more and pay for more miles as we had to make 2 trips. The movers charged by the hour and it takes a minimum of 30 minutes per way of drive time.
I asked at the local store if my miles could be decreased and the man checking us in said no and called the manager on the phone and he wouldn't even come over. He said he'd already talked to me. The store opened at 7 and when we arrived a little before we watched the manager open the door (after 7). He didn't greet us or even acknowledge we were there. Out of the 4 employees I interacted with for pick up and drop off 3 of them were rude and apathetic at best. They weren't accommodating to pleasant.
This however isn't even why I'm writing the review. I'm writing the review because upon leaving the local station after dropping off the U-Haul I called the 1 800 customer service number. The representative told me someone would call/email me back within 24-48 hours. After 48 hours I called the 1 800 number back and not only had no one reached out, but the representative told me no one had even reviewed my complaint. She said it went to the manager of the local store, I said I'd already talked to him and assumed it was going to someone at HQ. She moved the complaint to his boss and said he'd reach out to me within 72 hours. Again, the timeframe came and went and no one reached out.
I called back and again was told that no one had even looked at my complaint. I wanted to speak to someone at that time to resolve the issue as waiting for someone to call me back clearly wasn't working. The rep said she was chatting with her supervisor via text and he refused to take my call. I was to be transferred to "transportation". Someone would call me back first time in the morning. Yet again, that timeframe came and went. Days later I did get a voicemail saying they gave me the $50 reservation guarantee and they won't do anything more. It doesn't matter that their mistake cost me more than $50 at the end of the day. I could have gotten over not having the right U-Haul and paying more for movers and mileage, but the complete disrespect and indifferent attitude I received after calling customer service 4 times is unbelievable. Don't give time frames if you have no intention of fulfilling them.
On 8/4/2017 l made and paid for a reservation with U-Haul of Bandbox Music in Lakeport CA, for a 15' Uhaul truck. l heard nothing from them until the day before l was to move on the 17th of August. On this date a Uhaul representative from Bandbox Music called just 24 hours before l was due to pickup my "reserved truck" to say they could not obtain a 15' truck and offered a 10' truck in its stead. I explained to them that a 10' truck was too small and they offered to attach a trailer at no additional charge. I explained to them why that wouldn't work for me and was basically met with "that's all we can do". A call to Uhaul main office resulted in the same response and when l said l wanted a refund plus the promised $50 that Uhaul clearly offered on its reservation agreement or l had no alternative but to take them to court l was told, "Quit threatening us or l'll hang up"!
They, both at local and national level, were extremely unprofessional and lacked the knowledge of customer support! My granddaughter was able to obtain the truck l needed from a very professional Uhaul representative some 37 miles away and they brought it to me that next afternoon. The actions of the Bandbox uhaul representative and uHaul national resulted in my moving a day later than scheduled and at additional expense. DON'T BELIEVE THIER "GUARANTEE OF $50 REFUND IF THEY DON'T HAVE YOUR EQUIPMENT AS RESERVED READY FOR YOU ON THE DATE REQUESTED@. IT'S A LIE!
When you call and reserve a rental truck, make sure you call another company and also reserve a truck. According to the rental agent a truck was available for me to rent tomorrow. This afternoon at 4 pm, the truck is no longer available. However, a much larger truck at a much larger price is available. Or, if you want, you could wait to move overnight Saturday as the truck is available overnight! Will NEVER call U-HAUL again. Carry on my back first!
I relocated from Arizona back to Chicago. On 7/18/2017, I called this ** place to request a Ubox. I was told that I could go to the location and a box would be available for me. Upon arrival there was no box and everyone was confused as to why I would be asking for a box. I was scheduled to fly out only a few hours after attempting to load my box (which was not available). I had my sons with me to load the box. Because nothing was available, I had to pay for movers 125$ that was not in the budget. The manager of the store suggested that I contact a supervisor at 800GoUhaul. THAT HAS BEEN A NIGHTMARE!!! No one ever calls back, or emails or anything.
To top that off, I get my box as scheduled, BUT there's a 99$ charge on my debit card that I did not authorize. I called and the chick at the Indiana location had an attitude because I had an attitude! They tell you that someone will contact you within 24-48 hours. That does not happen! I am furious!! Forget the MOB. UHAUL are the real gangsters!!! It's just shy of 30 days and NOTHING!!!
I made a reservation 10 days in advance. Less than 24 hours before my move, they emailed me and changed the pickup time and location. When I called to complain the managers were rude and surly, and they didn't understand why I was even calling. Apparently a "reservation" with U-haul means nothing. Needless to say I had to change all of my plans at the last minute. If I had been told that reserving early meant nothing, I would have gone somewhere else. Horrible experience!
Please do not use Moving Help through U-Haul. They damage your belongings and do not allow for claims. If you ask about making a claim on your damaged personal property, then the company (i-move) notifies you that they will sue you. U-Haul Moving Help uses non-insured, non-bonded movers. I purchased insurance through U-Haul and they said that it does not include damages done by the movers. Lesson learned. Do not try to save $100 or more by doing a cheap move. I did not save any money because it costs me $500 to fix my damaged furniture. There is no customer service either.
I reserved a truck through a reservation with my old roommate. Since I wasn't comfortable with driving the truck, I put down my credit card information and my roommate's license number. My roommate neglected to tell me that he owes over $2000 to U-Haul, so they denied us from renting the truck. I tried to do it by myself, but now because I'm associated with my old roommate (whom I don't even speak to anymore), they have banned me from renting from them ever again unless I pay down HIS fines.
I've spent HOURS on the phone with customer service in order to get this resolved, but they absolutely refuse to help me and tell me that there is nothing I can do about this. The situation is extremely frustrating, because I am moving to Colorado later this month and had plans to spend over $1000 on getting all my things hauled out there and this has put a dent in that. Sad they would lose a paying customer because they don't want to put effort into helping their customers.
I am filing a legal complaint with the Minnesota attorney general. I am waiting on a refund in the amount of $1295.38 since U-Haul cancelled my reservation and they debited my checking account. I was due to relocate from Minneapolis to Albuquerque on Sunday, July 30, 2017. My reservation was made eight weeks prior. They didn't have a truck for me three days prior. On Saturday, July 29 I was summoned to the pickup location informing me a truck was ready. I had to arrive within 30 minutes since they were closing in a half hour. I took a Lyft to the store. When I arrived they informed me they lost or misplaced the key. They did not attempt to have a new key made from a master key. Meanwhile they had run my debit card charging my account. I never got the truck. They told me to return the next day at 9 am to get a truck. On that next day the line was out the door. The counter help made me wait in the line for two hours, always saying "wait a sec."
After two hours I never had a truck and they were renting trucks to customers who had placed reservations just the prior week. At that time U-Haul decided to cancel my reservation saying my money would be refunded "immediately" yet their paperwork declares this phrase that the issuing bank takes advantage of a federal regulation allowing up to five days for a refund. Of course banks know this is not the case since many refunds are processed immediately. The refunded amount appeared on August 1 but disappeared on August 2. U-Haul will not speak with me, saying they've severed all ties with me, although one district person did return my call about the refund in process. I used a different rental company to temporary move my belongings to an apartment unit since a new tenant was moving into the unit I had relinquished, thinking I was moving on July 30 out of state.
My apartment managers offered me free quarters in a downtown building for the week, however the cost of moving temporarily, paying movers and my delay has cost me an additional $500. U-Haul personally still considers my pursuing legal options, particularly with the Minnesota attorney general, as threats. This has been a horrible experience, much of which could have been prevented if the incompetent employees at 3545 Nicollet Avenue in Minneapolis had cut a key for the truck they said was ready for me. These employees blew me off for two days, also claiming a higher power didn't want me to rent a truck. The experience was extremely physical and mentally stressful since I had planned this departure for two months and those plans were ripped out underneath me on what was supposed to be my departure day. I could not function for most of the day.
We scheduled their smallest truck for a small easy move on U-Haul.com, and then immediately logged in and carefully changed just the day of pick-up, for a week later (with no other changes). 24 hours before our scheduled pick-up we got an email with a location change, truck size upgrade and a 1.5 hour pick-up delay. The dealer at the pick-up location clicked the 'charge for up-grade' button on his computer screen and we were charged (also paid more for gas) for the upgrade. When we dropped off the truck (one way rental) we were told what happened and that we would have to call 1-800-Go-Uhaul to be credited. BUT, 1-800-Go-Uhaul (after 15 min. on hold with spam messaging) would not talk to me or discuss the contract, because I was the wife. My husband (whose name was on the contract) had to call in and discuss what the drop-off location dealer told us happened. Then he was told he'd get a response within 5 days.
Ryan (Manager from the pick-up location at 14th Street in Cleveland, Ohio) told us that wasn't the case. That the 'Charge for Upgrade' button had been selected, but with the date change to the end of the month. All the equipment is at a 'higher demand' rate and the cost had just gone up for the smaller truck (we'd not been charged for the upgraded truck size we did not want). This is NOT the case. If you go to the U-Haul.com website and make a reservation the price for the truck is the same when booked in the middle of the month versus the end of the month. (Let alone, when booking a reservation online, your confirmation email does not give you a copy of your contract, it gives you a link to log in each time you want to view it. So, be sure to print out a copy and have it on hand!!!).
We were NOT given a higher price when changing our date of pick-up to the end of the month! We did not select the location nor delayed time of pick up or the up-graded truck, that we got a 24-hour notice for. We paid a lot more for the gas the larger truck took for the move. No one at U-Haul will listen to us and refund/compensate us for our extra charges/costs.
First off they never answer their phone, nor their email complaints. Rented 2 furniture dollies and furniture pads which I never received nor given credit back for this. The truck had a leak in the roof which destroyed some of my contents and stained my mattress & box spring. Rented a auto transport for my car which the 16' foot truck was not powerful enough to tow it, gave it back to them within 20 minutes because it was impossible to move 650 miles pulling this car. They never refunded me a dime of its use. Wasted $281.00, also they ended up charging me $5.00 more on my credit card which they have not explained what this is for since I put in more gas than I should have in the end and went 90 miles under the allowed amount. BUT they WILL NOT answer their phone. On hold over 30 mins. No one answers their customer service phone.
I have recently rented a 26' U-Haul truck to complete part of my move from Boise, ID to Temecula, CA. Upon returning the vehicle, I had several concerns about my trip and the quality of the vehicle I was driving. One of the employees forwarded me to the managers of the location, but they were out to lunch at the time. I have made several attempts at contacting a manager at the return location including leaving messages with their employees, on voicemail, and even returning to the location... each of them unsuccessful. Nearly two weeks later I have yet to receive the courtesy of a returned phone call, which is why I am now contacting you. I have previously written a well-crafted email with the details of my journey in the Uhaul I was issued, but that draft was inadvertently deleted, so don't mind if I get straight to the point. Here are my concerns with the truck I was issued.
When I arrived at the pickup location, I was greeted by the truck I rented. The external appearance of the truck told me that it had been very well used. Upon conversing with the manager of the pickup location, it was the only 26 footer they had and it was needing to be returned to Southern California. There was also no 24-foot trucks available. Advice that the manager gave me made me a bit concerned: if the engine begins to overheat, turn the AC off and open the windows... maybe even turn the heater on. No more than 50 miles into my trip through the 110-degree desert, the engine began to overheat. After following the advice given, the engine cooled to an operable level... so much for comfort. I never turned the AC on again for the duration of the nearly 1000 mile trip leaving me sweat-soaked and sliding on the vinyl seats.
When I initially got in the cabin of the truck to drive it to the loading location, I noticed it was exceptionally dirty. There were sunflower seeds in the cracks and crevices of the cab and grease on the steering wheel, shifter, and seat belt. The steering wheel was also falling apart, with chunks of foam vinyl falling off as I used the steering wheel. Upon starting the truck and accelerating, the engine was clearly misfiring... something the manager told me was "normal" for a truck this age in the fleet. As the trip progressed, I noticed the power steering was gradually getting worse. Turning into gas stations and parking lots was getting more and more difficult as time went by. The gas gauge is broken. I filled up the truck right before I began my journey and within 50 miles, the gas gauge showed only 3/4 of a tank remaining. I stopped to refill, but only used around 4 gallons to that point, so I surmised the gas gauge was malfunctioning.
When I had to turn the AC off, I went to open the window. As I reached for the manual lever to roll the windows down with, I noticed it was broken. The lever was missing the upper half where the wheel that assisted in cranking the lever was located and had sharp edges making opening the window difficult while driving as I had to carefully crank the remaining lever half turns at a time being careful not to gouge myself. From the beginning of my journey, I was searching for the OD (overdrive) button. Usually, it is expected to be on the end of the shifting knob, but it wasn't there.
After reading all of the directions and warnings in the cab of the truck (finding nothing) I searched Google to discover it was one of the switches near the radio. There was no label on or around the button to indicate that this was the OD button, nor was any warning light operational to tell if the button was engaged or not. This led to me wasting more gas than necessary as OD was off for the majority of my trip. When the Sun set and I had to turn the headlights on, the headlights were so dim that you could hardly see them. I was reliant upon the headlights of other vehicles to guide me, and when there were no cars around (which was more often than not), I would use a flashlight to help brighten the road in front of me.
Many of the above create incredibly hazardous driving conditions. As I drove up to the return location, I noticed all the new-looking trucks on the lot. This, coupled with all of the issues surrounding my truck, left me curious as to why Uhaul would allow this vehicle to remain in its operational fleet. It's not that I was looking for faults to complain about, rather, I was looking for anything to justify me spending nearly $1,000 on this moving truck and to return to Uhaul for my next trip from Boise to Temecula. More than anything, I feel like I paid $1,000 to return a truck from the Boise area to the Temecula area for Uhaul (this was another conversation I had with the manager at the pickup location when I asked if there was another truck available). I want to thank you for taking the time to read my message and for anything you can do to help make me feel like my experience with Uhaul was worth more than I feel it was. Thank you.
I rented a U-Haul truck on 6-27-17. I used it one way. They gave me 111 miles allowance. I used 83 miles. About a week later I get an email stating that I went over by 200+ miles. I disputed it and was refunded the money on 7-4-17. On 7-15-17, U-Haul took 74 cents out of my account (that's because that is all I had available). Today 7-26-17, they took out $40.94, again that's all I had available. I called and spoke with someone and they are re-opening my claim. I don't see how they can refund me and then take it back. Now I am flat broke until they refund me again. I will NEVER use this worthless company again.
Set up.. check. Payment... check. Delivery... never happened. Absolutely, hands down the worst customer service ever. No one calls back, no one writes back and the 4 pods still haven't been delivered after 2 months. Fool me once shame on you U-Haul, fool me twice shame on me... Never Again!!!
U-Haul is a joke they cannot do anything right but rent your equipment that's faulty. The only they care about is your money and how they can take it from you by not providing you with safe and reliable equipment and changing pickup time and location drop off time and location. All they care about is your hard earned dollar. Customer's services is a joke. The whole company should be shut down and all the employees fired. Nothing good about the company. No customer's service no value no professionalism.
Fractured Fibula and Tibia Exiting The Cab of A 26 foot Rental U - Would like to know if other people have made complaints about slipping off the top metal steps while exiting and fracturing fibula and tibia. In good weather... PLEASE let me know because they denied my claim against them.
I booked MovingHelp.com as an adjunct service after reserving a moving trailer through U-Haul. I had set up a MovingHelp moving order with Mark ** (LA area), on the Moving Help website as part of a Uhaul contract. It did not work out because of timing differences. I had a civil email exchange with Mark about that. So I went in and canceled the order on the Moving Help website. There was a checkbox that asked if I wanted to reschedule with someone else. I checked the box. Then there was a text box for comments. I filled that in explaining the scheduling conflict and asked for 1 of 4 other LA area movers.
A few hours later I get a call from Mark ** admonishing me for writing on his website. I explained I had not been on his website but the MovingHelper website and I had cancelled and put in comments. Apparently it went into his reviews and he was upset. I had no idea that would happen, I thought I was writing to MovingHelp. He kept saying "stop writing on my website" and I kept telling him I had not, I was on the MovingHelp.com website. He then threatened me and said if I did not stop writing on his website, he would have to hurt me.
How is it that I set-up moving help through the U-Haul website and I end up getting threatened by some thug? I contacted customer service at MovingHelp via email, because they openly say they do not accept customer service phone calls. Their email response was that they are a broker only and do not get involved in disputes with the movers they represent on their website. I cancelled the contract and will never do business with Moving Help again. I am not happy that a major business like Uhaul would offer such a poor adjunct service on their website.
We rented a U-Haul 26ft truck and car hauler several months before our military move from Alaska to Nebraska. We picked up our U-Haul truck the day of our reservation, and were asked if we wanted to go ahead and grab our car hauler as well. We asked if we could wait until the day of our move (3 days) to pick it up since we didn't need it just yet. The day of our move, 30 minutes before our scheduled time to pick it up, U-Haul called us and said our car hauler was not available and was 4 days out from arriving. Seeing as we didn't have 4 days to wait, my husband had to drive the U-Haul truck and I had to drive my vehicle, adding extra fuel to our expense and 3700+ miles and wear/tear to my vehicle. U-Haul's response? Discounting our truck expense $100. Getting U-Haul to refund the cost of the car hauler we never used has been nearly impossible.
When we called they said the refund should have already go through, but it's still not showing on our credit card statement. We have spent several hours on the phone with their "customer service" since we rented from them with little to no results. After calling again today, they said it would be another 3-5 business days until the credit shows up. Additionally, U-Haul offers free 1-month storage with any one-way rental. That's what we were told on the phone when we reserved the truck and that's what the large sticker on the dash of the truck advertises. No disclaimers, no legal terms, just 1-month free storage. When we asked about the free storage we were told there were no available units in our area and then they offered us their version of PODS for $60 a month each (we should have needed 5-6 PODS according to U-Haul for the size of truck we had rented $300-360 more). They basically pulled a bait and switch.
When we asked about them discounting the truck rental to cover the cost of the storage unit we had to rent ($115/month), they said there was nothing they were going to do for us. There were several most instances with U-Haul over the course of this period that were red flags to us. However, being in Alaska our options are somewhat limited with renting to go out of state. At one point our entire reservation (including the storage unit we had reserved when we first rented the truck) had been cancelled. U-Haul could never tell us what had happened, other than it was a glitch and that storage units were no longer available in our area. Had we not checked online to ensure everything was good on our rental, we would have been left high and dry the day of our move. The experience we have had with U-Haul has been horrible and I would not recommend using them ever.
Worst moving experience of my life!!! - and this is my fourth out of state move in the last 5 years. First time I had used U-Haul and I thought it was going to be convenient because they advertised that I could rent a truck and auto transport right down the road from where I lived. I made the reservation a week out and failed to read the fine print (that was on me), that said they could change the pickup location. Two nights before my pickup I receive a call that our pickup location is not down the street, but over an hour away!! I'm very glad that I set aside two days to load up the truck. U-Haul decides to compensate you for this by taking off $50, of which about half was wasted on gas. I was very disappointed and this was inconvenient, but I thought this would be the extent of the problems.
Then on travel day, the real fun began. We were about halfway through our 11-hour drive, when one of the tires on our auto transport blew. Since I only had my cell phone and not a Wifi connection I thought calling in would be the fastest means to contact customer service. After being on hold for 15+ minutes and not talking to anyone, I used the internet browser on my phone to submit a request on their website. I received a text that Bowles Towing, LLC had an ETA of 90 minutes to assist us (this company was 15 minutes away from our location, so I don't know why it would take six times as long to get to us). This was again another disappointment, but what can you do? You are at the mercy of the roadside assistance. I contemplated calling my AAA service to help us, and now wish I would have. So we waited in our cab while it poured down rain on the side of the highway for 90 minutes, and guess what? No one showed up.
I'm sure a safety liability too when it's pouring rain and we are just off the highway. U-Haul even has an ETA countdown after you submit the request and we watched it count all the way down from 90 to 0 and no one showed up. So again I call the customer support line, and am on hold for 25+ minutes without an answer (a reoccurring theme). I pull up the roadside assistance page on my phone again and open up the chat. Type in a few message, and all of a sudden I get a call from U-Haul while I'm still on hold. U-Haul's explanation: the towing company got called out on a police report, which takes precedent. Understandable, but why aren't we given an update or another towing service sent out to change our tire and send us on our way?
Just a reflection on both parties - the towing company for not letting us or U-Haul know that they would be late, and U-Haul for not keeping us updated and contracting with this company that obviously doesn't value our time. The end result of this? We are given another 45 minute ETA for this same towing company to assist us! 45 minutes go by. Nothing. Try to use U-Haul's chat and this agent tells me she isn't part of roadside assistance and can't help me! Call in and get put on hold again for 30 more minutes before I can talk to a representative. The representative tells me he is 5 minutes away. We are praying at this point. I don't know what he has been doing the last 5 hours and it is starting to get dark.
Finally about 10 minutes later the guy shows up. Wasn't even the same company U-Haul told was coming, but at that point I didn't care. Not so much as an apology for the delay either. Takes him 10 total minutes to jack up the trailer and put on the new tire. Total time left stranded on the side of the road? over 5 hours. If your roadside assistance is going to be so poor at least put a jack and spare tire on the trailer so we can do it ourselves! An awful customer experience from U-Haul, start to finish. Never again!! Budget, U-Pack, Penske, anyone else but U-Haul.
I have never had to deal with the level of dishonesty and unprofessional behavior!! From the reservation process to the pick up location was extremely dissatisfying. I was told the wrong pick up location for starters (Manhattan Kansas) and also quoted a price that included tax and definitely paid way over. So after googling I found the location which was 30 miles out (Junction City KS). Then getting to the location I ran into the problem of the sales associate being unknowledgeable about the entire rental process which resulted in being over charged by $100.00 which by the way 2 weeks later I have not received a refund!! I would not recommend this location to any one using U-Haul!!
For obvious reasons, 3 months in advance I requested a newer truck to drive 2,650 miles across the country. U-Haul Dealer in New Hope gave me an older truck with 115,000 miles that had 2 loose side view mirrors that each made LOUD banging/rattling sounds once I got above 40MPH -- regardless if it was a smooth or bumpy road. The noise was highly annoying. (Even the radio could not hide it!) Picture driving with one person on one side of you quickly hitting a metal pot with a knife nonstop, and the other person on the other side of you quickly hitting a metal pan with a spoon nonstop.
Now picture that scenario driving... for 40 HOURS! I called to complain. The place I rented from said to call Roadside Assistance to help. I called them. Three separate times. On hold for a total time of 53 minutes, listening to an automated voice tell me over 30 times to "go online and complete our survey..." while also hearing the LOUD nonstop banging and clanging and rattling sound. Really? How about getting a live human being to pick up the phone and answer my call to fix a problem?
What was supposed to be a cool adventure driving across the country turned out to be a 40-hour aggravating trip with a LOUD symphony of nonstop banging and clanging and rattling sounds. There's a better chance I'll ride a camel across the country next time than there is I'll ever rent a U-Haul again. This vehicle should have been rented to a person who was doing an in-town move. Not rented to someone traveling 2,650+ miles on roads whose speed limits are 70-75MPH.
I am wondering if any of those who have published complaints here were contacted by U-Haul with attempt to resolve the issues. I had a hair raising experience with defective equipment. I have had positive experiences with U-Haul but the most recent near deadly scenario has eliminated prospects of my future patronage.
The experience of this company is of inadequacy, incompetence and lack of customer service from top down at all levels. A complete audit should be done. Phone calls not returned. Accounts managed? No. A project management team should audit the company, creating specific department for retention and liens, with authority to make decisions. On site managers should be available during business hours for customers. Invest in the branch employees, training them of the organization hierarchy and which department has what authority. The web's design should be overhauled for payments. A technical support team should be created and available to assist the customers and patrons. All are shareholders in the company. The personal opinion of this company is of inadequacy across the organization. Minus 10 would be the grade.
I purchased a 15' U-Haul from Uhaul.com. Received my email reservation # ** (look it up, it's still there). The reservation was for a 15' u-haul truck, pick up 4/28/17 in Norwich, CT and return 5/2/17 in Colchester, CT (did I mention the woman @ Norwich rental told my husband that we could not bring the truck back there?!) 4 days up to 30 miles. It is clearly stated on my on my reservation emailed to me by U-Haul. Dropping off the U-Haul my husband was informed that we owed an additional $237.92 for 4 days worth of overages. Somehow from point A, the reservation to Point B, the pickup location, the order was changed from 4 days to 1. This cost went from $179.50 to $417.42.
I have spent over 6 hours on the phone with U-Haul customer service. There is about 4 pages worth of notes from what employees are telling me. I have had the claim opened and escalated many times. I have had 3 promises for managers to call me back and I have been hung up on three times, I have been lied to multiple times and most importantly I have been stolen from. They have reopened my objection package... again. A manager has 48 hours to call me back. I suspect as usual, I will call them back this week, Thursday (the 48 hour mark) and get the same run around as all the times before. I would rent a horse and buggy before I would use U-Haul again. They are unethical crooks. I believe U-Haul has some kind of scam going on.
I rented on Sat 7/1 a unit from Ballwin, MO to be returned at 4055 N Broadway st. Chicago, IL. I had 3 days to return it and I went to U-Haul Broadway IL location on 7/2 at 4:00 pm to return it. When I was get to park inside one of the people working outside told me that I couldn't leave it at that location because they didn't have space for it. I parked in the return area (there was enough space for my truck and for several more) and went inside to talk with the manager ** who told me the same. He said I had to go to a different location 4.5 miles away to return it.
I showed him my contract which said that the return location was that one. I also told him that I had a crew at the apartment where my daughter moved in that I had to pay and I didn't want to be charged for extra time while waiting there. He persisted on his explanation. In the meantime they were accepting returns for at least four (4) more trucks they rented from there and when I asked why they receive them and not mine they said those were from that location, not mine.
Even if ** didn't want to sign my contract and check my truck gas level, I left it there, took the keys with me and left back to the apartment to take care of the movers. ** said that he'll take the van out from the site and it will be towed away. I called Ballwin office, explained to a lady there the situation and she talked through my phone with **. He didn't agree and gave me my phone back. While I was explaining the lady at Ballwin office that there was enough space there and I didn't have time nor was my responsibility to look for some other location where to return the van, she hung up the phone without allowing me to finish speaking.
I left the van there at 5:20 pm, walked to the apartment 5 blocks away, paid the movers and went back to U-Haul at Broadway again to solve that problem. When I arrived there ** was receiving back another truck and he made me wait for two other customers. I was respectful of their time and waited. When it was my turn I called back to Ballwin and put both an agent from Ballwin and ** from Broadway on speaker so they could figure out what to do. In the meanwhile a new customer showed up and ** left me alone. I respected the two previous customers but he didn't show respect with me leaving me on the phone while he was outside serving other customers. When he finished and came back he offer me to take myself the van to a location at 4.5 miles away and offered $40 in credit to do so. I asked him if he could confirm that the other location was open and will have space to receive the van there.
After calling that and two more locations he realized that they didn't have space either nor they'll receive the van. I explained him and the people from Ballwin that my responsibility was to care for the van and bring it back with a full tank of gas to the location stated in the contract. I did my part. If U-Haul had space issues, that wasn't my problem and I didn't have to solve it. Finally at 6:20 pm ** decided to take it in. I gave him the keys and left. I had to finish setting up my daughter's moving and go back to St. Louis.
That's NOT the way I like to be treated as a customer. I chose that return location for the proximity to the apartment we rented, that would give me enough time to help my daughter to set up her apartment. I didn't ask U-Haul to solve my problems nor I didn't share them with U-Haul. Please don't make me responsible for your problems. Solve them yourself. You're a big company and should have provisions for issues like this one. Do not treat your customers as I was treated by both locations. I'll think twice before renting again from you. I hope to have a compensation for all the inconveniences and time spent on something that should've take five minutes.
I wish there was an option for negative stars because that is what U-Haul as a company and U-haul customer service deserves!!! I ordered a U-Box as I was moving from Ontario to British Columbia. The Box arrived with 3 moving blankets (says it comes with 12) so I had to take time out of my already hectic day to go pick up the ones they forgot to send. After the box was picked up from the Ontario location, they changed the guaranteed delivery date 3 times on me. When I called customer service, it took a week of calling OVER 15 times a day to finally talk to person. Once I did finally get a person on the phone, I was transferred numerous times because no one had any clue about anything!!!
One customer service rep was working from home and I could hear her children yelling in the background. I finally went to the North Vancouver location in person, which turned out to be EVEN worst!!! The guy at the counter had horrible customer service, just smirked at me the whole time. He didn't know any answer to the simplest question. Needless to say U-Haul did not honour their guaranteed $50 a day per order it is late. Of course, they blamed it on me. There's a lot more negativeness to my experience but this is enough for now. At no point during the numerous times I talked to someone at U-Haul did anyone ever apologize to me about the situation.
Charged me extra for petrol, charged me extra for mileage. The trip with other companies take about 75-80 $, I end up paying 115 $ U-Haul. Their computers were not working at James Snow Parkway so after waiting for some time I had to give them my credit card information on blank page otherwise I couldn't reach my destination.
I had gone in to reserve a truck at a local garage that rented U-Haul trucks. The lady got the dates mixed up, so when we went to pick up our truck, it was not there and she was not there. Her parents were and they had no idea what was going on! I even showed up 30 minutes early! Those parents tried their best to help us out, but to little avail. Finally they got a hold of their daughter, she made arrangements for us to pick up a truck about 13 miles away!
It took us 3 hours to get a truck that was scheduled for a 4:45 pm on Friday June 30th because we needed it for 8 am Saturday July 1st! I was on midnight shift too that night and lost sleep trying to get a truck! Well, when we got to the place that did have a truck for us... we were given a 15 ft truck when I had been promised a 17 ft truck! They didn't have it avail.
The nice young man was very polite and did his best to accommodate us. I asked if we could get a discount since our original truck was booked less than a 1/4 mile away from the place we were moving from. He was polite but said he couldnt compensate us for it. Uhaul has a $50 satisfaction guarantee. Well, because we had to travel further and with a smaller truck and make more moving trips, we went over our mileage and had to pay more. The $50 just wasn't enough to make us happy. The original place we rented from did call us to apologize for the error and offer us another truck since we had to return the 15 ft truck by 6:30 pm on Saturday, but we had already had enough of Uhaul and having moved in a shorter amount of time than expected. Next time, we will go somewhere else and pay more and hire professionals. I am telling people that if you are pressed for time... avoid Uhaul!
My husband and I called the U-Haul in Bangor Maine on Summer St to get a hitch put on our car. I called because I wanted to be sure it was in stock as it was over an hour from our cabin. Cell service is sketchy here and I guess they tried to call me and I did not get till arrived there. Well they had no mechanic to do it. So he called other one in town and they couldn't do till following afternoon... It's an hour and a half away in middle of our day. All I know is their customer call center needs to have better communication with stores!!! And if we didn't need this to go to our next spot on our vacation I wouldn't do it. And I guarantee I will not do business with U-Haul again! We called and complained and still waiting for general manager to call. They have less than 4 hours! What a way to spend vacation.
Switched units to a smaller unit... The problems with this place started then. We used the Riverwest location in Milwaukee, WI. We were constantly having billing issues and we constantly given the runaround. We decided to take the autopay off and was billed DAYS later for a storage unit we paid cash for IN the STORE. No help. No matter what numbers you called. Finally speaks to someone in store and the crew remembers the issue we were having and cannot help us either! They were not sure when or if the general manager would be there. The general manager was there when the issue was brought to his attention and told his associate to sign off on it and initial the contract stating it would be taken care of... Fast forward to my account being hit for a large sum of money with NO help from U-Haul, the store or the higher ups... U-Haul was once a top notch company. Oh how times have changed.
I reserved a U-Haul 15 cube van for my families' move May 8 2017, for June 30 2017. I confirmed it June 27. On June 29 2017 day before our move at 630 pm I was called to let me know that it was not available for my move the next morning. They called after hours so no arrangement could be made with another rental. Their customer service was very rude and didn't care how it affected my family. I would never ever consider them for another rental and will let anyone willing to listen to never use U-Haul ever. Terrible people. With all the U-Hauls I see on the road they couldn't find one for me even with a seven week reservation. Disgusting business practice.
I drove from NC to AL expecting to pick up a truck at 10am at a specific location. In Tuscaloosa, AL. Went to the location, girl was surprised I was there and told me they didn't have any trucks and so she called a different location and they said they had my truck. Drove 20 minutes to a different location to be told I would need to come back at 3:30 to pick up the truck because that is when it would be available. I called the customer service department and they basically told me "that's too bad". How is it ok for U-Haul to change my moving plans without contacting me? I will NEVER use them again!!!! Please be aware that U-Haul will change your plan and they won't care when you complain!!!! This is one of the worst customer service I have ever encountered!
I want to thank ** for being such a wonderful person. I so appreciate your help and consideration. I wish all customer service personnel were like you, **. I would recommend this U-Haul depot (309 Baxley Hwy, Hazlehurst, GA) to everyone. Thanks to ** district manager also. Both are fantastic people. God bless both of you.
We were only 48 minutes out before the brakes locked up and started to smoke. Uhaul was not fit to go on the road. Over 3 and a half hours and still no help. They keep you on hold forever. 45 minutes was the quickest and then they dropped call so another hour on hold. Then the manager of roadside assistance said we had to wait for their mechanic to tell them what we already know. But she said they have to follow protocol. And now it is almost dark and still nothing! This is the worst experience ever!!! No help ever!
I have been very unlucky these days. I rented a truck for my moving. Dropped it off on time. I was wrongly charged for 2 days instead of 1 day. I had to battle, struggle and spend hours and hours on the phone during 4 consecutive days with at least 4 different persons just to get the mistake being fixed and then hours again on the phone to get reimbursed of the fees wrongly charged. Like they couldn't get me refund when they admitted that I was wrongly charged, no, I had to call again and battle again. For sure they wanted my money. So I am just asking, was it a mistake or was it a way of doing business to wrongly charge customers and keep the money hostage until we just give up? Thanks for trying to clarify it.
I don't have a positive thing to say about U-Haul, and would NEVER use them again. Their self-checkout is a joke. Locked me out, so I called customer service. After 47 minutes someone picked me up. After explaining the problem the rep said she was placing me on hold and disconnected. She had my account pulled up, but didn't bother to call me back. I called back waiting 54 minutes this time to talk to the next customer service rep who was the ditziest person I've ever spoken to. She told me my account was reset. I got off the phone and attempted to log in. Nope, she didn't fix anything.
Called back and wait 50 something minutes again to hear, "Well, they open in 20 minutes, so just go there!" 9:30 AM open time instead of my 6:30 AM checkout I had ordered. This is after I ordered online, and they sent me a reservation changing the size of my truck, pickup location and pickup time. Why bother asking where and when you want to pick up. You don't even get the truck size you rent. This company is a joke! I see why they have a one star rating... Well earned. Zero must not have been an option!
Made a reservation for a truck, went to go pick it up and was told there were no trucks that size AT ALL left in Northern VA. Had to go up to NE D.C. to get it the next day. The person who works at the Cascades Pkwy in Sterling, VA location was unbelievably rude and clearly doesn't care to help customers with anything. U-Haul screwed me out of a day of moving. Last time I use them and I will never recommend to anyone that they use them. Ever.
My husband and I rented a truck for a 24 hour time span. We are closing on a house Friday morning and rented a truck for noon Friday to noon Saturday. We have 2 small kids so we knew moving in one day might be impossible so rented the extra time. I was called the day before we were to pick up the truck (they left a message) saying that we can not have the truck for 24 hours, they need the truck back by 9am Saturday morning because they have someone else who needs the truck! I am sorry but doesn't a reservation guarantee you the day and time - it's not like we just walked in?!?!
So my husband called the Orange, CT office (the one who left me the message) and talked to a woman named Katie who was extremely rude and hung up on him! So I called the Orange, CT office myself and talked with a woman named Leah, she wasn't very professional either! I explained to her the message I got and she cuts me off and says, "Ohhh is this Jessica. We were just talking about you!" Really do you always make a habit to talk about your customers? I told her how my husband called earlier she turns around and says, "Yeah well from what I understand he was rude too." Again we are the customer and yes a little upset that our reservation was changed without even talking to us!
I was informed by Leah that our reservation was put back to noon because she wasn't going to argue about this all day but they needed to shorten our reservation to get more customers in. So this makes the point that U-Haul is only about the money and not their customers! I will NEVER use U-Haul again and will NEVER recommend them to ANYONE, not even my worst enemy!
Last month I made a reservation to rent a 26 ft U-Haul and auto transport, the location 5 miles from my house since I would have to walk. My reservation has been bounced around to several location ranging from 50 miles away to over 100. Yesterday I made another reservation, to pick up a 20 ft truck on the 29th of June in Parachute, Co 5 miles from my house. I was assured the truck would be there (the U-haul agent in Parachute is not at fault).
Late last night I get an email my reservation has been changed to Clifton, Co. I gave my landlord notice last month, I am suppose to move tomorrow June 29, 2017 and I have no way to move. I made several calls to U-haul. I get excuses, hung up on and talking to supervisor was a waste of time. An agent even emailed the general manager requesting that they call me, so far no callback! U-haul deserves a California Howdy 2 fingers up! (I have to figure how to put my things in storage, and pay for it for 1 year and move to Alamosa, CO).
Confirmed and reserved tow Trailer for a move. The day before wham all plans are set they text me saying the trailer pickup is in another state? Almost two hours away from original pickup. Customer service was just as bad and staffed with incompetent inner city idiots. Avoid this company at all costs now that they are run by the lowest caliber idiots.
My husband and I rented a truck to move a piano along with a table and chairs. We were told to pick up our truck in Perry, Ga. I called to verify the truck was ready and the guy in Perry said yes. Not 5 minutes later U-Haul calls and says the truck isn't at the Perry location. We now can only get a bigger truck (that we don't need) at another location in Macon. Macon is about 30-40 minutes away from Perry so now we are traveling way more than we intended as well. We get to the location in Macon and guess what? It's not even open and there are no trucks in sight. We call to let U-Haul know the situation to be transferred to someone in Birmingham Alabama who says they cannot help us and sends us back to the original number. Then we end up in north Macon and finally pick up a truck 3.5 hours later.
We missed our niece's birthday. The next day we get everything to the house and when we drop it off it turns out that place doesn't take trucks to return. We get sent to a place that is closed with no instructions. We had to find the drop box which is nowhere near where the trucks are located. We missed dinner with the family that helped us move. To make matters worse, when we complain, we get a $50 credit back to us directly with a $50 voucher for our next truck. We are not going to use U-Haul and we just bought a house, so we have already completed the moving. I disagreed with the solution to be told they can only give us $60 back into our bank account. So we went from essentially $100 in credit to $60. That's ridiculous but I'm so sick of dealing with the complete incompetence of this company that I just took the $60.
Congrats U-Haul, I would rather be shot in the face than EVER use you guys again. You have lost permanent customers because we have only used you in the past but we are done. We have told all family and friends to pay more to go with a more reliable company. I'm a teacher too so I will make sure to get the word out in school newsletters so they do not make the same mistake we did in using this awful company. I waited to see what they would do to resolve the issue before I wrote this review to give a fair shot. U-Haul is not worth it and we will let as many people know as possible so they don't have the same horrible experience.
When we went to pick up our U-Haul, the manager showed up 35 minutes late to open the store. We had movers already in-route. No apology from the manager, no explanation. Very unprofessional. But the truck and U-Haul products were fine. But how dare you actively promote and put false reviews regarding movinghelp.com!!! You even promote it on your trucks! I wish I'd read the reviews before booking movers through U-Haul's website, because the problems you have, result in ZERO ownership from U-Haul. Despite the fact that they actively push this "business" on you - DO NOT BOOK MOVERS THROUGH U-HAUL. Our "load" movers showed up so hungover, they had to leave 40 minutes into the job to "go to the store". Because they worked so slow, my husband had to leave to get to the storage unit in another town before they closed.
The "supervisor" then promptly tries to collect additional money, claiming 12:40 pm - 3:20 pm was 4 hours!!! He even had the nerve to say "I'm not trying to take advantage of you now that your husband left"...Uh, yes, that's exactly what you tried to do. Ultimately, he got the extra $50, b/c I was tired of arguing, but it was money reserved for a "tip". One of the workers really worked hard, and the "car" they arrived in was held together by duct tape, so I figured they could use a little extra. THEN our "unload" movers NEVER showed! I should have known it was going to happen. The night before our "unload" moving appointment, someone from the moving service called stating he had a worker that wasn't going to be available the next day and wanted to unload us at 6:00 am!!! Normally, I would have said okay, but the storage unit wasn't going to be available until 11:00.
The morning of the appointment, I texted the man who called asking about what time he thought they could arrive. I told him it would take us about 20 minutes to get to the storage unit where our U-Haul was waiting to be unloaded. He responded within 10 minutes and said "about 11:30 am". We arrived to the storage unit and prepared everything so the workers could start immediately. At 11:26 am, I received a text stating "eta 11:36 am". At 12:45, we began calling and texting. No response! We ultimately cancelled the service and were lucky enough to find another moving company that could help us. Of course, we had to pay a premium, but it was a professional company that did a fantastic job and was well worth it. Please take my advice and carefully weigh your options before choosing U-Haul and NEVER EVER USE MOVINGHELP.COM.
I was suggested the wrong size vehicle which turned my move into 2 days. I moved from NJ to DE and the truck wasn't driving correctly as if the transmission was bad. They advised me to exchange it another location that was 22 minutes away from my home. One of the reps disconnected the line on me after I asked for the copy of my call. She specifically said, "No, I'm not doing it". I later on spoke with a John in the "corporate office" that was also very rude by cutting me off and refused to give me his manager's email and provided me with just a 1800 number. I won't ever do business with U-Haul and will tell everyone I know to not as well. I explained that I had to pay to stay an extra night at my old home and he replied with "Well that's your circumstances". Unbelievable!!! Never again!
I called ahead and was told "yes we have three here." Drove 40 miles to get there, paid for it and then none on lot! Then it took an hour to get the money refunded to charge card. I was not the only person that day to be dissatisfied. Someone else had reserved one three weeks before, headed for California the next day was very dissatisfied.
On May 2nd 2017 I reserved a 26 foot U-Haul truck online for June 10 at 9am. 2 weeks later I called U-Haul to confirm the time, date, and truck size and I paid for the rental in full over the phone and I was assured that a truck would be available for me. June 9th at 11am (22 hours before my pick up time) I received a text message telling me there was no truck available.
I called U-Haul 3 times and spoke to 3 different people. All 3 U-Haul representatives told me that U-Haul does not guarantee they will have a truck at all when you reserve it, they also do not guarantee the rental time or date one reserves the truck for. This is not made clear on their website and was not made clear when I paid for the truck or I would not have done business with this company. 2 weeks later I received an email letting me know they had refunded my payment. They did not even apologize; much less compensate me for the inconvenience, hardship, or damages caused by their negligence.
I recently rented a cargo van for a local move. I tried to use a debit card that I'd used for several purchases and was told by the representative that they could not use that card without even attempting to run it. I gave another card, but ask them not to charge that card. When I returned the truck I was advised that they had ran my card which overdrew my account. When I tried to resolve the issue in person I was told I needed to contact a manager. When I called customer service, I was told that by giving the card I authorized them to use it. I made several attempts to speak to a manager and was bounced around like a ball and hung up on several times. I have never had such horrible customer service and I will never use their service again.
My daughter rented a U-Haul trailer on Saturday, June 17, 2017, to tow items from Las Vegas to Grand Junction, Colorado. On Sunday, June 18, 2017, the trailer had a blow out... with NO SPARE TIRE, which, by the way, she was told had a spare tire. She was stranded with 2 small children near Beaver, Colorado. U-Haul roadside service was extremely busy, no doubt due to similar type service with other customers. They waited a couple hours for assistance, in the June summer heat. Now I ask you, who in their right mind would rent trailers with NO SPARE TIRE? It's inconceivable to me. We are telling all our friends and family to choose Penske for trailer needs. Very sad for a company we USED TO BE ABLE TO TRUST WITH GOOD SERVICE AND SAFETY!
On May 23rd I had a hitch and wiring installed on my van. I asked for a 7 round and a 4 flat was used instead. They also broke off 2 bolts on my van and didn't tell me. When we looked under the van they asked why we did that. I filed a complaint and spoke to the GM who was extremely rude, disrespectful, and yelling at me. I finally recorded part of the conversation. He said that his install guy broke them when trying to get them off my van and that he was the only one who would be fixing them. I did not feel comfortable with him doing the work nor did I feel safe dealing with the GM anymore. I told him I would file another complaint and he told me "Don't threaten me!" He refunded my installation fee and I filed another complaint on the way home.
I never received a callback. I called again on the 7th of July I called again. I was told that the GM had closed the case stating that U-Haul was not at fault for the broken bolts. This is after he had told me not to threaten him. I left a message with the regional manager and had not received a callback. I called on July 22nd and am waiting for a call from the president. During this time I had to take my van to another repair shop and it cost me $245.82 to remove and repair the damage from the bolts and $92.84 to install the correct 7 round wiring. I have been asking for this to be fixed and am now asking for this to be paid.
Disaster waiting to happen, everything went wrong from the beginning, they didn't even spell my last name correctly, so now I have created an account w/ Moving Helpers to try & send a message for the refund. They aren't recognizing me in the database. States no jobs. Have tried numerous times on the telephone, they don't pick up, the recording refers you to their email address, states it will be faster, you fill out your info to create an account & I'm on a loop, they don't recognize my name. Sent an email with contact info & referencing the misspelling of my name, still have not received a reply. My cancellation was dated 06/05/2017, today's date is 06/22/2017.
This money is important to me, so I keep sending a message in hopes. Maybe they will respond to this message. Next stop social media, letting everyone know not to get mixed up, with U-Haul, hiring third parties & payment codes & left hand not knowing what the right hand is doing. One bright light was a Kim, located in Castleton, Indiana. She knew how to handle the cancellation.
I rented a U-Haul trailer at the Chevron gas station on Pony Express in Pollock Pines... I went to return the trailer and was in the market to finalize the return... The guy at the counter started my return process, then customers came in to buy gas, cigarettes or whatever and he told me to step aside so that he can help them... I did... He continued on my return... More customers came in and he continually told me to step aside to help them... After 1/2 hour and approximately 22 customers that on/off kept coming in I told him that I've been waiting for him to finalize my return... He said that HIS customers for his store are his priority and that U-Haul customers are 2nd. I told him that I'm a paying customer as well and he should finish up with me. A customer in line flipped him off because of the way he was treating me and the customer told me "good Luck"... He still wouldn't finish my return.
I demanded my credit card back and told him I'll go somewhere else. He told me that's fine with him and he doesn't care who I tell about this. He said that HIS customers are his priority, not U-Haul. Also, he refused to take the trailer off my hitch, he made us park the trailer and take the trailer off the hitch. He is a horrible representative for U-Haul. I had to take the trailer back to another city in which the lady that owns that business was absolutely fabulous and was appalled at my treatment at the Chevron Station in Pollock Pines CA.
On Saturday 06/17 I rented a truck and I'm not happy with the service. The lady that was in charge of the rental place was rude! The gas in the truck was different than what she say it was. The truck was dirty and the lady never went outside and check with my husband and I the truck or nothing she just say. The truck number is on the key. So my husband and I went and check the truck to make sure everything was how she told us but after checking everything my husband and I went back to the office to let her know how the truck and gas was and to our surprise she was already closing the store and it was only 10:20 AM. It was such a bad experience.
We were scheduled to pick up a 20 ft. truck, 2 dollies and 2 packs of moving blankets today from the S. Florida Ave. store in Lakeland. We show up to find the location only to find they do not have the equipment we asked for, only the truck but, was told to drive to another location to pick up the equipment. Keep in mind, we are paying $0.99 per mile but now we have to go out of our way to pick up equipment. The customer service on the 800 number was horrible! They offered no solution, wouldn't take the equipment off the bill, wouldn't credit mileage and was very rude. We rent trucks and trailers on a monthly basis, I will NOT use U-Haul anymore.
I scheduled a 15' truck a few weeks ago. I was allowed to select a location for pick-up which was a few miles from my home. The day prior to the rental I get a phone call from another U-Haul location. They tell me that U-Haul has the right to change your pickup location. The new location is across the valley and at 4pm the traffic is horrible.
I called customer service and waited on line for a long time. When someone did answer they told me that they had 77 calls in the queue and apologized for the long wait time. Clearly they have an issue. When I told them my dilemma they forwarded me to the traffic department. At traffic they forwarded me back to the pickup location that told me to call customer service. Clearly I was getting the runaround.
On the second attempt I spoke with a woman by the name of Cindy in Traffic. She was prepared for a fight. Her approach was clearly not to help but to defend U-Haul. She told me about the fine print I had agreed to and that they had the right to change the location. I explained it was quite a bit of time to get there and back. She argued with me on that. She continued to argue with me on a few other details. She explained there was nothing to be done. Will I use U-Haul again? Nope! I recommend U-Haul teaches some customer service skills. I recommend staying away from U-Haul and will gladly share my experience with others. Buyer beware.
We picked up out U-Haul in Emporia, Kansas. It was dirty inside and out and smelly. We had to clean it up so we could stand to ride in it for 1500 miles. Also the front end was out of alignment and didn't hold the road well, for 1500 miles. It was so loud when we were driving we had to yell to hear each other. My husband wanted to rent U-Haul as he said they had better trucks! Not so!
I rented a trailer from the Newnan, GA location on Bullsboro Blvd (hw 34)... Christopher ** was the rep who installed the wiring kit. I paid $200 for trailer and harness kit. It was put on incorrectly causing my battery to be drained and have to get 20 jumps on my way back home in Burlington KY. I eventually made it home where I had the U-Haul in Elsmere KY replaced the harness correctly. However, the damage was already done. I called and submitted information but never heard back from corporate. I called and was transferred to the location that installed the wiring kit incorrectly, a man named Christopher **. Chris took no responsibility in the matter and instead said he wasn't helping.
My truck battery eventually died completely going down a road and wouldn't move... no neutral, no nothing... I had to replace the battery after causing a huge traffic jam. I wanted someone to take responsibility but with no avail. I still have nothing but a receipt to spend more money on a new battery due to their poor lack of work. U-Haul, this is unacceptable and I will be utilizing another company for these services going forward. Your people are pathetic.
I rented a U-Haul Truck for a recent move, I initially asked to have moving help but cancelled the help at least 2 weeks prior to renting the truck. l thought since I spoke to the moving help person the cancellation was effective. Apparently that is not the case. I was billed for the moving help although this service was never provided.
I called U-Haul (locally) and they said NOT their responsibility although it was their website the service was requested. I called U-Haul (nationally), I was told I needed to speak to U-Haul (locally). I called the mover TC Moving and was told I needed to contact movinghelp.com. I called the 3rd party who billed my credit card, movinghelp.com and was told I needed to cancel the order on the U-Haul website. I cancelled the order on the website. I never received a refund. The only response I received from movinghelp.com was to go online and close my complaint or they would automatically close the complaint on June 15, 2017. U-Haul and movinghelp.com are uncaring or willingly fraudulent. Either way I recommend never do business with either party unless you don't mind having to deal with a computer alone to resolve an issue. The people simply do not care to resolve an issue they created.
I needed to pick up a trailer in Santa Rosa for a one way trip to Clovis, CA (245 Miles). I checked a few U-Haul location before I found one that had the trailer I needed. The following morning I drove the 245 miles to Santa Rosa. I had a confirmed reservation for the trailer with a pick-up time of 10:00 AM. A U-Haul representative called me at 9:55 to let me know they did not have the trailer. They did have a "Local" trailer available and told me I would have to return it to Santa Rosa. I told them driving 245 miles to Fresno and then 245 miles back to Santa Rosa, and then returning 245 miles to Fresno was not an acceptable option. About a half hour later they called to tell me I could pick up a trailer in Novato, CA (27 miles away - 54 miles round trip). The person calling was rude and wanted an answer immediately. I was told they had other customers that wanted the trailer. Will never use U-Haul again!
I needed a van to move some things locally over the weekend so I called and was told to come in. I arranged for someone to pick me up and take me there. When I arrived, I was told they didn't have any at that location available, they said the 10 vans out front were all reserved so I would need to go to another city after 8:30 pm that night to get one. My ride took me home and left. Luckily she was nice enough to come back 3 hrs later to take me again. We arrive at a small convenience store that has drunk people and drug deals being made in front of the store. My driver had her child with her but waited on me anyway to go inside. She sat nervously with her doors locked for 30 minutes as the girl inside tried to get the info right but couldn't. After 30 mins. I decided to just leave and try the next day.
The next day I get a van and pay $94.That was paying for 150 miles upfront... For some reason they didn't do something right and told me to just come by the next morning at 7:15 am.They told me I may have to pay more if I had exceeded 150 miles.This morning I was there at 7:15 am. I had used 56 miles. Nobody was there and the sign said they open at 9 am. I left. I was almost back at 9 am and got a call asking why I wasn't there. I told them I was right around the corner. I go inside and they needed to charge my credit card again for the day's fee even tho I had paid for 150 miles and only used 56. I had no problem with it though and went to get my card only to realize I had left it at home, which was 10 mins away.
When I explained, I was told I needed to remove my things out of the van that I was hauling and the whole point of needing the van. I was told I could not go run home and grab my credit card, that I needed to find someone to pick me and the items in the van up. Luckily I found someone who could come without any notice or I would have had to walk although I paid $94, had it 24 hrs. and only used 56 miles of the 150 I paid for. Now the things I had to get to a location by the end of the weekend are stuck at my house with me and I did not do what I agreed to do with someone. They are not going to see Uhaul at fault, but me. Thanks a lot Uhaul!
It's not worth getting worked up again. Let's just say if you have any other options use them because YOU WILL regret using U-Haul. If you do get to be one of the few who actually gets the services you booked, they will fall way short of what you expected, they will most likely tear up more than they install. They got their last $27 they will ever get from me. Oh, I didn't forget to rate them. They just aren't worth 1/2 a star. If I could leave a minus 5 stars that would be my review. That is for the store in Rock Hill South Carolina just off Chandalese/161. Oh so this site won't let you leave a review if you don't give them a star. So, that is so wrong, on so many levels. Consumer Affairs isn't concerned with the truth in business practices. So, I HAVE TO GIVE them a star just to warn others of their unscrupulous, uncaring, acts. I gave this rating under duress.
On May 10, 2017 I visited the Roseville California U-Haul located on 117 Wills Road, to have a hitch and wiring installed on my 2014 Hyundai Santa Fe Sport. The installation of the hitch, including the wiring took about 3.5 hours. It was my plan to rent a trailer immediately afterwards. Upon hookup of the trailer none of the lights on the trailer worked properly which means the wiring was not installed properly. They ordered new wiring and on the 20th I brought my car in for new wiring. Instead of utilizing the new wiring they opted, based on a faulty assumption just to cut the new wiring and just reinstall the new unit to the previously faulty wiring already done.
It did not work and I was told they would call me in a week after they talked to their district manager. Two weeks went by and no call so I contact their corporate office 5 days ago at which time they stated they would make a formal complaint and I would be contact in 48 hours. Nobody contacted me so I am now reporting my complaint here as to forewarn you all to stay away from U-Haul. The result in all of this is over a month later. I now have a hitch with no operational wiring, I am 410 dollars in the hole, and I cannot safely tow a trailer. U-Haul has had 3 opportunities to make me whole and has basically skirted their responsibility. Any business that treats their customers in this manner should be punished.
My father rented a U-Haul trailer, and I ended up towing it when it detached and caused almost 3k in damage. U-Haul denies the insurance claim to fix it. I AM BEYOND PISSED. We had coverage and they refuse to fix my truck. I WILL NEVER RENT FROM THEM AGAIN. DO NOT RENT FROM THEM!!! Do I even have to give them a star? They do not even deserve a star.
Still having issues from our U-Haul rental. U-Haul feels that it was ok for their dealer (Roger) to send us out in a broken truck (mind you we noticed immediately and told the dealer and he said "don't worry it's nothing"). Brought the truck for gas and then realized it was a lot more serious. Gas was spewing from the tank. Go immediately back to the dealer and are told that we need to call roadside assistance per his area manager (Derrick). Roadside calls service guy who comes over an hour later. Service tech can't get part until Thursday (this was Tuesday). They "find" us a new U-Haul about 20 minutes away at a U-Haul center. We show up at that location to get the new U-Haul and they don't have a one-way available only in town.
The customer service reps in the U-Haul center were very pleasant and helpful. They called their general manager who emergency assigned us a new truck. We finally made it back to our house 3 hours later. Due to this issue we lost 3 hours of packing time, we lost our movers, and my cleaning lady was only able to clean 1 bedroom, dining room, and the 2 small bathrooms. U-Haul roadside assistance did send us 2 movers who helped for a couple hours of loading. We finally got out of our house the next night at 11:30 pm (and that was only due to a few amazing friends helping out).
We started our trip back home a day late and extremely stressed. We stopped the next day at a hotel in Virginia to get some sleep. We woke up the next morning still feeling very stressed. We got all packed up and I started feeling very sick and was vomiting bile (sorry if TMI). After requesting a late check out we attempted leave the hotel around 1 pm on 6/2. I made it to the edge of the parking lot before I began to vomit up bile again (sorry if TMI). We decided to continue on with our journey home anyway because what choice did we really have.
We made it about an hour up the road and stopped for gas where I again started to vomit bile (again sorry if TMI). We decided at that point to find another hotel because it was too dangerous for me to be driving with what was going on. That second hotel cost us $296.82. This was not some luxury hotel. It was a Quality Inn. However, we have animals and it was $20 per animal! That was $100 in pet fees alone. So, we rest at that hotel for the night. Get up and head out to finish our journey on 6/3 around 9:30 am.
A few hours into the drive I receive a call from a very nice woman from the U-Haul Center in Watertown. She's the general manager and she was in shock over what we had gone through and stated this was not how U-Haul does business. I believed her because she sounded genuine. She tallied up all of our extra expenses due to this dealer's lack of customer service to be around $950. She said she was going to work on getting a refund for that amount plus a couple hundred for the hassle and inconvenience. She told me I would be hearing from someone in the Mississippi office within 48 hours and if I did not to call her back.
So, I wait the 48 hours and radio silence. I call her back and she tells me she is going to "push" through the refund for us and we should have it within 48 hours. I go online yesterday, do all my reviews (good for NY and poor for Mississippi). She calls me today to thank me for the positive feedback and I ask her about the refund and she says "oh yeah, um, it was denied...But, get me the receipts and I will try and help but I'm low on the totem pole and no one listens to me (she's a general manager)". So, now today I get to be inconvenienced again by looking for every receipt from this move. Whatever, it is what it is but this is an epic fail on #U-Haul to properly handle customer complaints.
Oh and Dick ** your name fits you well. He is the big shot for the area of Mississippi we rented the truck in and his response was, "It is what it is and we have an issue with people breaking stuff off the gas tank to siphon gas". If you know it's an issue handle it before it becomes your customer's inconvenience and stress. BTW the dealer also knew the trucks were being broken into and siphoned. He had a bunch of hoses in the bed of his truck that he had pulled from by the trucks and gas cans which he showed us. #uhaulcorporate #uhaulsucks #willneverrentauhaulagain #customerserviceatuhaulsucks #uhaul
Do not rent from U-Haul! We rented a van in April and turned it in with extra miles and days and paid for it. It's been over a month since we used the van but they sent me a notice that I owed for toll citations. They said they wanted 1.00 per toll plus the charge of the toll. I sent a dispute in which I never received a response. A week later the Ace Hardware store we rented from charged my debit card numerous charges of 1.75 with no explanation. I did receive a message from the manager but when I returned the call there was no answer and my call was not returned. I received another message about the tolls in which I sent another dispute with no response again. I had to go to my bank and get a new debit card which cost me 10.00. They will never get another penny from me!
The guy running the front counter at the store we rented from was one of the rudest people I have ever had the joy of encountering. Not only was he pushing customers away before they even said a word. When I went to return the truck I received unwanted attitude from the employee. I recommend that a nicer person should be at the front of the store. I will never use this company's services ever again due to the rudeness of one employee.
Reserved a truck three days prior to the move online... Confirmed the truck was available at a location nearby... At a rate of $40 and .99 per mile which was fine, because the location was around the corner. They call the day before the move and say the location did not have the truck and I had to now travel 32 miles round-trip to another location to get the truck which added another $32 in mileage fees to the final invoice. If the website is not able to accurately tie into availability of the trucks at particular stores then they should stop taking reservations online.
We rented a cargo van online for a one-way trip. It was confirmed. Then we got an email saying we were being given a box truck because they don't do one-way trips for cargo vans (So why were we confirmed?!). We were given some BS excuse about the computers not being able to understand that cargo vans can only be returned to the same location. Then we were told the track was not available at our pick-up location and we had to drive 1/2 hour to pick it up. Never again!
What started out to be an ok experienced ended up being the worse. Two weeks after I rented the UHAUL my account was charged an additional $60. The rep could not tell me why as she did not have access to certain screens, unprofessional. So now I have to wait 3-5 business days for a call back from a complaint. I had to return it to a different location because we were detoured by police and couldn't get to the location designated for drop off. I called immediately and explained this and was told I wouldn't be charged by the rep and everything is documented and recorded but I was still charged. The rep I spoke with tonight confirmed seeing my notes. I don't recommend Uhaul for anyone.
Said Rental Agreement is null and void. The drop off point selected by you is farther away by 60 miles round trip by the next closest stop. This action by you is clearly padding the bill unnecessarily. Drop-off on the contract was the city of Van Horn, TX, a closer city with a U-Haul location is Sierra Blanca, TX, 66.6 miles closer. Their intent is the clear and deciding factor, they wanted to increase the contract price, therefore their profit without regard to the fact they increased my time and out of pocket expense with no corresponding increase in value to me. This is fraud, a deliberate deception to secure unfair or unlawful gain. And after dropping off the letter, they billed my account for additional charges. Because you did not have a 2⅜ ball in stock your attempt to sell me a 2⅛ does not sit well with me. You clearly do not care about your client's welfare, which seems to be the U-Haul way, sad.
A full ¼ inch smaller ball, one good bump and the entire trailer could have been lost. I did miss the Van Horn off ramp but do not know why. On my return home I will try to find out. Once I finally realized I had done so I was quite a ways East. I decide to stop to talk to a U-Haul guy. I found one and explained my situation and I was shocked to hear his response, "I am not going to make a buck keeping it here, so no I cannot help you." The topography was wrong, did not start to look soon enough. The reason for doing this was to move my trailer to an area my F-150 could tow it the rest of the way to Florida. This information was known by U-Haul before the contract was created. Note: He never even asked me if I was willing to pay for the 3 or 4 days storage. As far as I am concerned, U-Haul has fallen a long way down. A buck is more important than the client.
Had reserved a 10 foot U-Haul truck for a long distance move. Received text the day before confirming my reservation for the next day. Go there -- and there's no truck. No one at the dealer (Greenoaks Plaza U-Haul in Starkville MS), much seems to care (they are too busy selling money orders and cashing checks. They say they will call me in a hour.
They don't, but a woman from the regional office in Jackson calls. She couldn't even figure out where I lived and was telling me that we'd have to drive to Meridian (2.5 hrs one way) or Oxford (about 2 hrs one way) to get a truck. She then makes us a reservation for a larger truck that we can pick up in Aberdeen (about 45 mins drive), so better -- but we had to wait a day. She told me that U-Haul guarantees a truck that day (well, not so much), but not at a particular location. Still, my question is: HOW FAR should we have to drive to pick it up?? 5 hrs of driving to get our truck, to then move ourselves in another 16 hour drive??? Give me a break. Never again.
We rented a 15 foot truck with an auto transport from Fort Lauderdale, FL to Gainesville, FL. The day of the pick up an email was sent instead of a phone call, that the pickup location was changed. We drove to the Fort Lauderdale location only to then be told the pickup location was changed to a Pompano Beach location. This of course delayed the start of our move... Later that day, we received a call to confirm the drop off location and were told that the truck was already rented out for the next morning so we needed to have it returned by then, instead of the 3 days we had the truck rented for. This lead to my son driving with his 3 year old daughter late into the evening hours on the highway.
I called the next day to see about some type of discount since we only had the truck for 1 day and NOT 3 days. At that time I was told a manager was not available but someone would call me back the next day. I waited 3 days and then called back. At this point I had already been charged the full amount and the "manager" I spoke to said they are waiting to get the transcript for the phone call which could take a week or more longer (it has already been 4 days) and she had to have this before she could speak to me any further and that she felt it was probably a miscommunication... essentially calling my son a liar!!
I asked how do I have any assurance they would not just say a miscommunication over their employee stating that it had to be returned the next day. The response was they would have no reason to lie... (of course except to keep the full payment amount). I tried to explain that even if it was a miscommunication, it doesn't change that my son still understood that he had to have the truck returned the next morning and did so. I felt a discount should have been given for the 2 days we didn't have the truck. I was then told that it was not their fault if my son misunderstood and took it upon himself to return the truck 2 days early!!! I'm infuriated with this company and would not recommend them to anyone!!!
I rented a 5x9 trailer with ramp from U-Haul in Albuquerque to be picked up on Friday May 26th. Upon arrival, they hooked up the trailer to my truck which has a full tow package. At this time the "manager" come in and states I had to buy an adapter or I could not leave with the trailer. My card had already been charged for rental at this point and I was on a schedule. The adapter was $14 and that's not the point. The issue is I was not told I had to have a 4 pin flat, not a regular 7 pin that my truck has. The website lists as "recommended" along with tape and boxes. I asked if he could help with price or had a loaner and was told no, I "had to buy" and could not return "used product". I called the 800 number to file a complaint and was told 72 hrs to get a callback. 4 days later no call. I followed up and was told that the "corporate resolution mgr" had closed the complaint and would not be calling me. Renter beware!
We rented a trailer to transport a small car from Lethbridge Ab to Kelowna BC. I reserved one online 1 week prior to the date needed, May 4th. As there are 3 locations in Lethbridge I didn't even think that one of them wouldn't have an open flat deck trailer. Luckily, I follow up on everything 2 days before, so I discovered that none of them had, or would have, a trailer for May 4th, 2017 pickup. The Head Office gave us 2 choices to pick up a trailer - Great Falls Montana or Red Deer Alberta!! Seriously??? My husband grudgingly agreed to drive the 2 hours to Red Deer, but the Head Office assured him that we would get a trailer. When we arrived at the location, the nice man at the counter told us that our trailer was broken down, on a farm 2 hours away, and that he had reported it to Head Office that morning!! My husband was livid and I was almost in tears, so it was not a comfortable situation.
Luckily, the counter guy had a buddy in Red Deer so he called him and we got the last one there. While at the 2nd location, 3 other customers in line told us similar stories of misinformation and getting either NO equipment or not what they ordered. NOW, on top of this major inconvenience - there was no offer of a discount or any consideration to make up for our extra 4 HOUR drive plus emotional upset!! I will BUY a trailer before I rent from U-Haul again!!
So, I reserved a 15 ft truck online 5 weeks before our move date. I booked removal guys to help us on the 2 days and thought I was set to go. 24 hrs and 10 minutes before I was due to collect the truck, at 7:21 am on my son's 4th birthday I got a rude and shirty call from U-Haul telling me they'd cancelled my reservation. Apparently, you can't hire a truck from U-Haul, returning to the same depot, for longer than 24 hrs. Who knew?
My reservation had been amended to 7:30 am - 2:30 pm on the following day. So, 7 hrs instead of 48 hrs. By the time the call ended at 7:35 am I had less than 24 hrs before my reservation, which meant that according to U-Haul terms, I couldn't cancel the reservation without charge. Nice work U-Haul. I also had removal guys booked ($1800) and no truck 2 days prior to Memorial Day weekend. I called U-Haul customer service who put me through to the regional manager. After 20 mins of back and forth, he sorted the problem and told me it was done and I'd have the truck for 48 hrs. What a relief, right? Except that he'd done nothing at all except get me off the phone.
Fortunately, I double checked online and with the depot, who gave me attitude, and it turned out that my reservation was still 7:30-2:30. I called customer service again and managed to get hold of the same regional manager who claimed to have no recollection of my call 90 mins earlier. After 30 mins of back and forth and the offer of a truck 40 miles away from me, I was finally offered a 'one way' truck from another depot 4 miles away that I could drop off at a separate location.
At this point, I didn't care and took it. The following morning I took an Uber to collect my truck at 7:30 am. I would have driven myself there, but remember I had to drop off at a separate location. The pickup location was remote, in a dead-end industrial storage unit across a mud path bridge on an island. It was pouring with rain when the Uber dropped me and drove off. At this point, I realized the site office was closed. I checked my email confirmation and online booking page and, yes, definitely 7:30 am pick up confirmed.
I found a doorway to shelter from the rain, which was littered with rat droppings. I called the number for the office, which had a cheerful voicemail that told me to call back at 9:30 am. I called U-Haul customer service who seemed surprised that the location didn't open for another 2 hours, but claimed they would get someone out there. I knew this was BS. I stood for 2 hours in a cold doorway filled with rat droppings whilst rain blew in at me sideways. I was 1.5 miles from any store or shelter. It was miserable. Meanwhile, I was losing over $110 an hour with removal guys sat waiting for me. I actually can't be bothered to go into more detail about the state of the truck, the attitude of staff or any of the other problems. This was the worst customer experience I have ever had. The worst by a long way. I will never, ever spend another dime with U-Haul.
First time I rented a U-Haul truck I gave a deposit and was told where and when to pick it up. I sch. a crew and took off work to make a move. When I got to the location no truck. I called U-Haul and then said they were sorry but had one 50 miles away so I start the trip to pick up at 2nd location. Got half way there and got a call they did not have a truck and they would give me $50 for my trouble. Well by this time I had way over $50 invested. Had to call Budget for a truck by that time most of the day was gone.
One year later, thought I would give them another chance set it all up one week ahead. Then one day before I was to pick up the truck I get an Email saying I had to drive 120 miles to pick up the truck at.99 per mile would cost me $120 just to get the truck to my house. I will never use U-Haul again They don't even care if they treat customers bad or not they will tell you that is the what it is.
I made a reservation for an auto transport at the Helena location and got a call the day before from them saying they wouldn't have one. This is the height of irresponsibility. I am stuck. I have a car that needs transport and now I have 24 hours to find another one which will probably require driving over a hundred miles to get. A reservation is a commitment. U-Haul doesn't honor its commitments.
My husband and I rented a pickup to go load up and bring home a bed set from 50 miles away and we were told $19.99 + .14 cents a mile. We had it until the next day at noon so we decided to not rush and went to and from our pick up point and ran into town and home again then back to rental location. We filled up the tank to where it was and when I went inside they had already ran my credit card for $109 which I only put on file to hold the rental. The rental advertised is nowhere near what they charge!!! Very disappointed in U-Haul.
Well, after discussions with U-Haul, the dealer that was not ready to do my installation at the set time according to my appointment paid me back another $100. This went a long way to make me feel better. We all make mistakes, it seems Uhaul is willing to own theirs, and rectify. I feel much better about the company now.
Center 2040 Scenic Hwy n, Snellville, GA, 30078. I made an appointment a week in advance to get a hitch installed on my BMW 328 2014 M. I received 2 emails and one text message from the center, confirming that my appointment was at 7 am in the morning. On arrival at the depot, the manager fiercely debated me that my appointment was not for the 05/09 at 7 am. Even after I showed him the emails as well as the text messages, he refused to acknowledge, or work on my car. I was then referred to the first mentioned depot in Snellville. On stopping there, the manager came yelling out at me for "blocking" the way of one of its trucks. I was in a designated parking. I parked my car, discussed my issue, and they agreed to install the hitch on the contract I had with me.
On my return after 3 hours to fetch my car, it seems that their technician has broken my tail light. A quick call to BMW confirm that a new one costs $265. The U-Haul depot offer a max of $150. At this time I was exhausted, as I had only the morning open to do the install, had already cancelled meetings with clients (that is why I was in Atlanta that day), and lost a lot of time and MONEY because of the first depot refusal to honor their obligation. On arrival at my house, I made an inspection of my car, not only was the rear light broken, but also have they made multiple scratches on my bumper. Yes, I accepted $150 for a $265 replacement, but had no other option? It was nothing or the $150, sort of blackmail. And yes, U-Haul gave me $70 discount on the hitch, because their depot was not willing to honor an appointment.
But this not even approaching the damage to my vehicle, and the money I have lost by missing my appointments, with clients, in Atlanta (The sole reason I was in Atlanta yesterday). I expect the full replacement cost by BMW (that is why we buy them new from BMW), I am not interested in nonbranded replacements. I also expect more than $70 discount. I have used U-Haul multiple times over many years. This may have been the last time.
I hardly know where to start. My son is moving across province tomorrow. 2 weeks ago, I booked an appointment to have a trailer hitch installed at the Scarborough, ON, CAN U-haul on May 2nd at 5:30 pm. On the day of the appointment, I received a text reminding me of my appointment on May 10th at 2 pm??? I called immediately to rectify the problem and was told that their records didn't show that I had ever booked for May 2nd. After explaining the situation (moving my son 4 days later) and the necessity for this to be fixed, I was assured that someone would contact me within the hour. 2.5 hours later I was still waiting and called again and was put through to, I think, the regional office? I'm still not sure. I was transferred from person to person about 4 times before a very nice woman came on to placate me, indicating that she would do what she could.
In the meantime, she suggested that I should book my trailer as they book up quickly. Ok... Let's do that. I booked a 5'x8' CLOSED trailer. We discussed what was going in it (bed, frame, dining room, etc, etc, etc. All the fixing's of a kid's first apartment). 5'x8' closed sounded like it would fit the bill. Yes, we could pick it up in Newmarket (where we live). I was, again, assured that someone would be back to me within the hour to sort out the hitch. Crickets... I called once again the following day to the Scarborough office. The woman who answered looked me up on the computer and said that I had indeed been originally booked for May 2nd and had no idea why it had been changed, but someone would get back to me shortly. I'm still waiting. Fine. Screw it... We borrowed my sister's car because she's got a hitch. Fine...
I called the Newmarket place this morning to be absolutely certain that our trailer was available and sort out final details about pick up, drop off, etc. "You're coming in at 4 pm to pick up?" Ummm NO! 6:45 is what we booked. She quickly rectified that. It's there, we're booked, all set. Good, good, good. All systems go! My husband went to pick it up at the Newmarket location and arrived 20 minutes early. They booked the wrong ** trailer??? Are you kidding me??? So now he has to take a half day off work to go to another town to pick up a trailer tomorrow, so we can load it with all the kid's furniture in 2 hours before we make the 6 hour trek to Ottawa. I'm taking bets as to whether it actually happens. I'm fairly certain my son will be sleeping on an air mattress 'till we can book another weekend to get there.
This has been, hands down, the absolute worst experience I've had with any company, enterprise, group ever in my 48 years. There's money to be made for the person who starts up a rival company because U-haul blows. Completely garbage company with zero accountability to their customers. The ONLY reason they continue is because they're really the only recognizable ones out there. Monopoly does not equate quality.
I was moving to Florida from California and decided to reserved a container through U-Haul. I have never used U-Haul for anything other than local moves. On April 3rd I made all the arrangements for drop off and loading of the U-Box. On April 12th it was to dropped off and loaded at my house and then delivered at a U-Haul facility on April 27th. From the beginning the whole process did not go well. The Company who was supposed to drop off and load my U-Box was not able to get in contact with me due to the fact that my email address and phone number were not inputted correctly in the U-Haul system.
After several phone calls to U-Haul and being transferred around one of the Customer Service agents was able to find out what the issue was and correct my account information. The moving company (Good Guys Moving Company) finally contacted me and showed up on the scheduled date and time. They were in and out of my house very quickly and did an excellent job.
Well April 27th came and went and no update from U-Haul as to where my U-Box was. I called and was transferred around from Customer Service, to Traffic, to the local store in Oakland, to Customer Service again. I finally spoke with someone who told me they were not sure where my U-Box was and transferred me back to the local Store in Oakland who never answered the phone. I got frustrated and hung up. I had to take care of shipping my car and make other arrangements so I figured my stuff was in Florida and was ok (fingers crossed) even though I still had not heard from U-Haul.
After a week, past the promised delivery date, I contacted the U-Haul location in Oakland for an update, still no answer so I was forwarded to the call center for the stores and was told my U-Box would be in Florida on May 3rd between 9am and 4pm. I asked why was there a delay and was told they did not know and transferred me to Customer Service. Thank the Powers that be for Customer Service agent "BREANNA". YEAH!!! I was very lucky to be her next call because Breanna was very pleasant, helpful and said she would not hang up or transferred me. She was able to tell me exactly when my U-Box would be delivered in Florida, as well as the U-Haul location where my U-Box would be stored. She also updated my contact information and asked if there was anything else she could help me with. She also apologized for all that I had gone through on my previous calls.
When I told friend and family I was using U-Haul for my long distance moving and storage they were surprise because they did not trust them to deliver good service. With my experience I am on the fence about using them again, even for local moves. If it was not for Breanna my relationship with U-Haul would have ended. She took ownership of my issue and made sure all my questions were answered to my satisfaction. If the other Customer Service agents took a page out of the Breanna's playbook then more customers would be less frustrated with their service and probably use them for more than just local moves.
The U-Haul location on White Bear Ave. Maplewood, Mn has to be run by complete lying deceiving idiots. I would rather not even rate them as one star but if I put no stars they might think I just forgot. This is the most inept, disgusting operation in the whole world, they sure can screw up one's schedule. I needed a trailer hitch installed to transport some merchandise and I 1st find out that it will be 7 days before they can do it. So, I change my schedule, then 2 days before my appointment they call and tell me that they can't do it that day as they had a technician quit and they are now shorthanded. O.K., makes me mad but these things do happen, they then reschedule me for installation 9 days later.
A couple days later I get a call and they are verifying that the May 4th appointment is all set. I ask him for ABSOLUTE GUARANTEE OF THIS DATE and his comments were "ABSOLUTELY, YOU CAN BANK ON IT". SO, I have to reschedule my trip because I need the hitch to pull my trailer. Now today, May 3rd, I get a call and they cannot do the installation because they had a technician quit. I told him he used that lame excuse last time but he claims it is true. I informed him that I would have the hitch installed and I didn't give a damn where he got the technician from. He suggested I go to another store and have them install it and he would call around and find one for me. 10 minutes later he calls and he found another location to do the work but I would have to come there and pick up the hitch and take it to the other location.
Here's the catch, the other store is over 35 miles farther than their store. I informed him that they could reimburse me for gas and time to get this done. His reply was "ABSOLUTELY NOT". LORD, I wish I had read all of these reviews before purchasing thru U-Haul. This whole chain of rentals and hitch installations must be manned by the "Village idiots" from every town. How can they even stay in business with all these complaints and bad press?? It must be they have a basic monopoly on the market. I'll be if someone really pursued the rental and installation business they would run this bunch of inept, worthless, uncaring individuals right into bankruptcy. I wonder if U-Haul even follows up on complaints or reimburses people for their shortcomings? I doubt it because if they did they would improve things dramatically. OBVIOUSLY THEY DON'T GIVE A DAMN ABOUT IT. Well, they'll never see another penny of my business.
I think that U-HAUL is ripping their customers off. If you return a rental and there is more gas in the fuel tank than it went out with U-HAUL gives you no kind of credit. Can you imagine the millions of customers they are making a profit off of. However on the flip side if you return your rental and the fuel tank is just a shy short of fuel they over charge you an outrageous amount for the fuel. It's a win win for them either way.
I will NEVER rent from U-HAUL again. They care nothing about families or the