U-Haul Reviews

I showed them where they had taken it out of my bank, unbeknownst to me until that time, they had taken $80.44! Not the $45.40 I was told! (Wish I could upload this receipt!) So, a $19.95 truck rental PLUS $39.53 for 67 miles PLUS $6 for fuel PLUS $10 insurance PLUS $5 for Safe Trip fee I distinctly told him I didn't want, PLUS $9.09 in taxes for a SERVICE PLUS a $1 ENVIRONMENTAL FEE! Since I had a credit card they waived the $100 deposit! So in summation, the $19.95 truck is over 4 times the cost and potentially up 9 times the $19.95 advertised fee. NEVER AGAIN will I deal with U-HAUL and I will NEVER recommend them!

On Friday, October 5TH, my sister (a nurse practitioner) and I (a senior military officer) rented a 15’ moving van (**) from U-HAUL AT MINERAL KING (709029) for our move from Visalia, CA to Beckley, WV. For the assistant manager of U-HAUL AT MINERAL KING, safety was not a considering factor when he rented us a truck with 4 out of 6 tires in faulty conditions: 2 (two) severely worn-out front tires and two flat rear tires on the passenger side that could not hold over 40 PSI. What mattered most for the assistant manager of U-HAUL AT MINERAL KING was to transfer responsibility of a faulty truck to another store; and he obviously did not care if a customer got hurt or even killed in that process.

It is also worth mentioning here the dirty state of the truck’s interior, and the fact that the passenger mirror was useless during our trip. I have no doubt that we would have entered into a terrible accident on the icy mountain Colorado roads (as it was snowing as we passed through) had we started to drive the truck in the condition that it was given to us. The assistant manager of U-HAUL AT MINERAL KING not only endangered our lives through his actions, but also the lives of the other drivers on the road. With a click, he took the money in full and then washed his hands from the situation disappearing and not taking responsibility and accountability.

Furthermore, the Roadside Assistance website did not work properly (nor were its phone lines), so on Saturday (October 6TH) we requested assistance from the assistant manager of U-HAUL AT MINERAL KING (who rented the truck to us); but he belligerently refused to offer any assistance — despite the fact that we were very calm and understanding during the entire ordeal. He just very angrily snapped at us (bad words and all).

We were finally able to reach U-HAUL Roadside Assistance on the phone on Saturday afternoon; but the truck was not fixed until after dark that evening. It was also appalling to see the other U-HAUL employees being instructed NOT to assist; and the lack of respect shown to the Roadside Assistance truck driver when he arrived.

My sister, my mother, and I spent the entire Saturday in the sun, in the U-HAUL parking lot waiting for help. It basically took almost two days to move the truck out of the U-HAUL AT MINERAL KING (709029) parking lot and begin our move — only thanks to U-HAUL Roadside Assistance mechanic, who was appalled by the condition of the truck rented to us. Ultimately, not only did U-HAUL endanger our safety, but it also ruined our trip. The two-days delay caused us to drive through bad weather and I spent my 36th birthday driving instead of spending it with my children — as this was supposed to be my first birthday spent with them, when I am not deployed.

While I am convinced that the service that I received is not the norm for U-HAUL AT MINERAL KING, the lack of care for the safety of its customers in this case — as exhibited by the Assistant Manager of U-HAUL AT MINERAL KING during this move — is unacceptable and does not live up to U-HAUL’s core values and promise to its customers.

I told them that wasn't adequate or what I had requested so they said I (me) could pick a 5x8 in Lethbridge (which is a 200+ mile or 320 + km round trip from Medicine Hat... Which after much conversation is exactly what I did... I needed the trailer! They offered me an extra day rent at no charge (which was the day I wasted driving back and forth to Lethbridge to pick up the 5x8 trailer). I told them that was like waving the delivery fee for a pizza because I picked it up myself!!! Anyways at the end of the day I negotiated with U-Haul and they agreed to reimburse my fuel bill.

If there was any other game in town I would advise use them but U-Haul seems to have the trailer rental market cornered. As a side note there were 3 U-Haul reps. that I dealt with and all 3 of them told me the same thing had happened to each of them personally at one time (hmmm seems like a line fed to them to feed to customers but anywhere....) and one even told me that he swore he would never rent from U-Haul again... But he works for them... Too funny! I guess at the end of the day I got my trailer and my fuel money reimbursed. Had a good laugh when the reps all told me the same sad story... Especially the last guy, but would I ever rent from them again... Probably not... I hope not anyway.

I sat in the parking of an auto shop with no U-Haul sign/trucks/trailers, anything identifying any business around me to U-Haul and called the customer service number. I sat on hold for quite a few minutes and became so frustrated with the whole thing I started driving back toward my home. I was supposed to be on the road at this point on a 3 1/2 hour drive. I’d put 2 hours of my day at this point just driving around. Finally after 10 minutes on hold the lady on the phone tells me the trailer is at a tire company. Why wouldn’t that information be communicated? I’m sent to a town I’m completely unfamiliar with to an address that has nothing to do with U-Haul and I’m completely behind schedule and now my only option is to cancel. What a waste of time! My time, and the people helping me move the furniture. The lady on the phone makes it seem like it’s my fault because she said they tried to call me and they left a voicemail about the location.

After I got off the phone I checked and no voicemail. I did see a text message with a different address than the email confirmation I was given but still no business name to know that it wouldn’t be a U-Haul business. The explanation I was given was that when the reservation is made and you’re given a list of locations to select that you’re only selecting your preferred location and not guaranteed that location. What an inconvenience. Why not give an accurate list of available locations or don’t give a list at all? I never agreed to travel that distance when I made the reservation. I will never attempt to trust this company to provide a service for me ever again.

The location I dropped it off at had no after hours key drop. So I hid the key and left a voicemail detailing its location. The next morning I received a call from the drop off location inquiring as to where I put the key. I told them exactly what I said in my voicemail. I received no other communication from this entity. A few days later I receive an email stating that I owe in excess of $200 for an extra day, an extra day's worth of insurance, and a cleaning fee.

I went to the link provided in the email and disputed the charges. Three times. I did this three times because I never received a phone call or an email in response to my dispute. Then, yesterday, 9/21/18, I get an email telling me that they have charged my credit card $20 and some change. WITHOUT EVEN SPEAKING TO ME!!!

You had better believe that I will never use U-Haul again and I will most certainly NOT refer any of my friends to use them. The worst part is that for a 15 foot truck and a tow dolly, it was $652 dollars! For 3 days! Price ** and then charging me for something I never even discussed with them is poor business practice. I'm not wealthy and this move literally took my entire disability income plus the money I got selling items so that I wouldn't be in this position. Now my account is overdrawn so there are overdraft fees for this and another scheduled payment. This is ridiculous. U-Haul has lost my business forever and I'll be sure to make sure everyone I know and everyone they know never uses U-Haul again.

I went to the link provided in the email and disputed the charges. Three times. I did this three times because I never received a phone call or an email in response to my dispute. Then, yesterday, 9/21/18, I get an email telling me that they have charged my credit card $20 and some change. WITHOUT EVEN SPEAKING TO ME!!! You had better believe that I will never use U-Haul again and I will most certainly NOT refer any of my friends to use them. The worst part is that for a 15 foot truck and a tow dolly, it was $652 dollars! For 3 days!

Price ** and then charging me for something I never even discussed with them is poor business practice. I'm not wealthy and this move literally took my entire disability income plus the money I got selling items so that I wouldn't be in this position. Now my account is overdrawn so there are overdraft fees for this and another scheduled payment. This is ridiculous. U-haul has lost my business forever and I'll be sure to make sure everyone I know and everyone they know never uses U-Haul again.

Only after I dialed the number from my phone successfully, she dialed again and verified the number. Things got worse with the clerk stating that we are not respectful to her and that she would not rent the truck to us, thus leaving us without options at the day we needed the truck. I guess customers come last in this outfit. I suggest to potential customers to stay away this branch.

I explained this truck performance is not great. He then went into a scenario about they would have to sent out another truck and being that it was Labor Day weekend good luck with that. He never physically drove the truck and he said yeah there is something wrong with the truck but he don't have a transmission in his truck that he could replace it with then left. I called roadside assistance and relayed his message. He called me personally the next day to tell me I had got him in trouble and they had fired him. Long story short I spent over $1,000.00 in gas for this piece of crap and they only offered me $150.00 in compensation. Screw UHAUL. 3 times I had to drive cross country and 3 times they have screwed me. I've never tried other rental truck companies because their prices are always higher, but I will if I ever need to do it again.

Our boxes were supposed to arrive in Scottsdale, AZ on Saturday, August 25. Our movers were going to get them and bring them over the next day, on the 26th. When they arrived at U-Haul, our boxes were not there. No one from U-Haul even contacted us to let us know they were late. Our movers had to tell us, not to mention waste their time!

When we called to find out what the problem was, we were told they didn’t know where our boxes were. We asked to speak to a manager but conveniently, none were there. They said one would call us back within 48 hours. Six days later, and still no one has reached out. Our boxes arrived four days late. Service has been the worst I’ve ever experienced, and I plan on posting this review everywhere until a U-Haul manager calls us back.

Signed our receipts and told me that I was good to go on my way. Upon returning home, they called me accusing me of damaging the top passenger side of the truck as well as the inside. I informed them that I had NOT had any impact with anything, and I was just moving boxes and small furniture. Nothing that could have even come close to the top of the inside and my driving route was wide open space with no possibility of a collision. They then told me that I should have pointed out the damage (if it was pre-existing) during the pre-inspection. No such inspection took place during either rental and I was cleared upon return of the truck. They demanded that I pay for the damages or a police report would be filed against me.

We'll see what happens, but PLEASE PLEASE PLEASE avoid this company. They will do whatever it takes to get more and more money out of you and could even press charges against you for their incompetence and inability to do their job correctly. They willfully push blame onto the customer if they can find a way. Just... Don't use U-Haul. Please... save yourself.

Got to the facility and saw an entrance that said "storage", it was a narrow driveway going downhill, should have circled the block but traffic was crazy and I made a split second decision. Drove down a steep grade in a narrow driveway till I got to a keypad. In front of me was a gate with a medium sized empty parking lot. Called the front desk, and they confirmed I need to go to the other side of the building as this was not the correct entrance. I asked them if they could open the gate so I can make a U-turn since I was going downhill towing a car and would be backing up into a busy street blind with no assistance. They refused...

Now, at this point my son started to do what children do and dance in his seat, so I had him unbuckle himself while I rolled the window down, poured out a bottle of water and had him urinate into the bottle, all while trying my darn-est not to go off on these people in-front of my angel. I was talking to a Chris or a Ben, absolutely refused to have someone walk out of the office just to stop traffic. U-haul's website says "When we share a moving truck with you, your safety is our priority" yet when a safety issue arises and they have like 4-5 people at the front desk apparently no one there can help. And this is not counting the other staff in other departments like vehicle check-in but I doubt they even asked....

Well I pleaded with the first person before being put on hold for 3 minutes, then transferred to another person who just said "no" more sternly, reps were a Ben and a Chris, I forget who I spoke to first and second. But I would have done so much at my job if a customer had an issue such as this, all that's involved is being a human and doing the human thing. Ended up getting out the u-Haul and asking bystanders walking by to assist me. Had to wait a while, but ended up getting a 30-something male to help me. Took 2 tries as the tow started to turn at weird angles, but quickly got out the driveway with his help and yes the situation could of ended a lot differently if I tried to do it without help as the street I was backing into had non-stop traffic. Horrible customer service from U-Haul and failure in delivering in their promise to put safety first.

To make matters worse, I know that the downtown Lynchburg location (1760 Park Ave) had a 20 ft truck available the morning I received the email stating I would now have to go to a different city to get 'my' truck because I met the people that rented that 20 ft. truck that morning. BEWARE - U-Haul will pull the equipment out from under you and leave it up to you to work out the logistics. Take it or leave it attitude is prevalent at U-Haul. Never again!

We drove the truck to Eugene, got it unpacked, and went to return the vehicle. When we stopped to put fuel in the vehicle, it started spraying everywhere. The gas station attendant looked under the vehicle and informed us it was clear that the fuel line had been cut. Luckily, we were close to the drop off spot so we drove it there and called U-Haul Roadside. At this point, the car began to smoke and fume. Roadside told us it was critical not to get back inside the car. Unfortunately, the drop off location we were scheduled to drop off at doesn’t take keys after hours. Consequently, they asked us to come back in the morning and drop off the keys. Roadside asked us where the car was. We told them exactly. They said to leave it there, again stressing the importance of not moving the car. The drop off location was 1796 Willamette in Eugene.

The next morning, we were exhausted from moving. Nonetheless, I started getting strange calls coming in at 6:52 am. The caller left no message. I got another call from the same number at 7:11 am. This time, he left a message. The message says, “yes message is for Aaron **, Aaron the U-Haul you dropped off has our car wash exit blocked. I can’t open that up until it's moved. It costs $100 an hour to have that car wash down. If I don’t hear from you by 8 am I will call a locksmith and have them make a key for that truck, have it moved, and you will be responsible for that as well.” He didn’t call in his U-Haul capacity. He called from his cell. That number is **. Though U-Haul calls are recorded per a corporate representative, the corporate representative said it is common that their employees will call from their cells to get around having them recorded.

My husband called the man back immediately and tried to explain what happened with the fuel line. He explained Roadside had urged us not get back in the vehicle because it could explode at any moment. The man said he didn’t care. He said we needed to come move it now and hung up on us. We rushed there and gave him the key. The U-Haul was hardly blocking the man’s car wash. At that time, contrary to what we had already been advised by Roadside and customer service, he told us he would be charging us $40 for not putting fuel in the tank, charging us for the fuel line, and the whole cost of the U-Haul. Then, he asked my husband to get in the car and move it. He refused, unwilling to risk his life for U-Haul.

The man got in the car and moved it himself. He didn’t apologize for our inconvenience. Instead, he screamed at my husband telling him it wasn’t his problem if the fuel line was cut and that he could charge us for whatever he wanted. This loose cannon that had called me all morning from his personal cell phone to avoid his calls being recorded has access to my card and can charge me whatever he wants. I called him back twice to ask him to give me his name so I could file a Better Business Bureau and U-Haul complaint. He hung up on me both times and refused to give me his name. I have phone lots reflecting all of these calls and the voicemail that he left me can be provided upon request.

Next, I called the general manager at the store that gave us the defective vehicle. Roadside had told us to call him since he was the only person authorized to give us a refund. His name is ** and he is at the Powell Blvd. location. The first employee that answered the phone, **, asked what I wanted. I explained the situation, at this point fighting tears. He doesn’t apologize. He cuts me off, laughs at me, and says, “let me transfer you to my manager.” When he goes to transfer, he doesn’t mute the phone. I hear him say, “get ready for an earful, we’ve got a real ** on the line.” When the manager got on the phone I asked him why his employee had said that. I was very upset. He didn’t apologize and just kept reiterating, “I’m the manager what do you need, I’m the manager what do you need.” I refused to speak with him further.

Not knowing what to do next or who I should speak to in order to get some respect, I again called U-Haul customer service. Every time I told my story and asked to speak to a supervisor I was put on hold, put back in the queue, and transferred to another representative. Consequently, I decided to call U-Haul corporate directly.

Next, I spoke with Deanna. She identified herself as assistant to the president, but every person I spoke with at corporate said that. She seemed genuinely concerned. She told me that, at the Powell Blvd. location, fuel lines get cut “every single day.” She said it isn’t uncommon for people to drill into other parts of the U-Hauls. She said, “there isn’t anything we can do about it.” So, they just send out the trucks with cut fuel lines. She told me that they do check to see if the line is cut before sending the car out, but that it is nearly impossible to tell if the fuel line is cut.

I have a witness at the gas station that said the fuel line was literally hanging on the ground and had ** even glanced at the bottom, he would have noticed. Deanna also told me that it is the Powell Blvd. U-Haul’s practice to only fill the trucks if they are below a quarter tank before sending out because otherwise the gas will just get stolen. Since they don’t fill the tanks before giving them to customers, they have no idea if the tanks are leaking when they send them out.

I told her that I didn’t want the GM, **, calling me back from Powell Blvd. after he had been so disrespectful. She offered to give me the money back for the gas I was charged and $129 of the total that we paid for the U-Haul, which was over $200. She also offered to give us a $50 credit with U-Haul. I told her I don’t want a credit with U-Haul since I will never use them again and asked for a full refund based on the hours and hours I had spent on the phone with U-Haul at that point.

She admitted she would want a full refund, too. She said she didn’t have the authorization to give me a full refund. She also said, “we can’t give you a full refund since you used the truck and made it to where you were going.” True, but what would have happened if we stopped to get gas a little earlier? We wouldn’t have been able to make it to our destination because Roadside told us it was critically important we not spend another moment in that car. Any single moment, any small spark, could have killed my husband as he spent three hours on the road from Portland to Eugene (there was traffic).

She said her manager was in a meeting until noon and that she would call me back after that. Instead, about 30 minutes later, ** called me back. I said I found it hard to believe ** was calling on behalf of the person I had just spoke to, since I had asked for them to call me back directly. He told me that Deanna had talked to her “big boss” and they couldn’t do any better than what they already offered.

I decided to call corporate back and make sure ** was calling on behalf of the person I had just spoken with. I got Shelly on the line. She kept me on the phone for about an hour telling me personal stories about her own life. At the time, I welcomed the banter, since she was the first U-Haul employee that had been kind to me. She stressed how dangerous what happened with the U-Haul was. She told me that the person we dropped off the U-Haul with hadn’t asked that the vehicle be maintenanced and spoke like there was a good chance that vehicle would be dispatched again before it was fixed. She told me that the notes in the system from all my calls were deficient and didn’t reflect that the vehicle was “out of compliance” like it should. She said she had to let Deanna handle things on her end first, but that if I didn’t get the “resolution I should” to call back the next day, ask for her extension, and she would escalate the issue to her supervisor.

Deanna called me back a bit later. She confirmed she had asked ** to call me directly letting me know that they couldn’t give a better refund offer. She said her big boss said they couldn’t give me a full refund because “they did everything they could on their end.” She said that the man that had called me harassing me and threatening to charge me for everything under the sun earlier in the day was a person “they don’t have any control over.” She said, “I talked to him and told him he could call you and offer you a partial refund if he wants, but he doesn’t have to and we can’t make him.” They sure had no problem transferring my credit card information to him. She didn’t ask me to send her the voicemail I got from him in the morning. She didn’t apologize that he had called me at 6:52 in the morning. She didn’t say she was sorry that my husband could have died in U-Haul’s truck. Once again, I was dismissed.

Later in the evening, I got another call from the U-Haul representative that said we had blocked his car wash. I called him back and asked why he called. He said, “I didn’t ** call you” and hung up on me. I sent him a screenshot showing the call and a message begging him to stop harassing me. I called Shelly back, the next day, pursuant to her request that I do so if I didn’t get an appropriate resolution. She gave me an extension of **, but when I called during her shift, I was told her extension didn’t work. However, I had tried it the day before and it had worked. I waited on hold for 20 minutes while they tracked her down. She told me the extension only works if she is on shift, but she also let me know that she had been on shift at the time that I called. She immediately told me she couldn’t do more for me. She didn’t offer to escalate to her supervisor as she had done the day before.

She told me that earlier that same day she gave someone a full refund for a cut fuel line. I asked why my situation was different? She said, “I heard that call and the customer service that man got was horrible.” No one offered to listen to the 20 plus calls I had to make to U-Haul. No one asked me for the voicemail the man left me. No one investigated my case. I guess U-Haul thinks it is serious when they give certain people trucks with cut fuel lines and not others.

I told her that my next calls were going to be to the news with tips about this and to an attorney. She told me that if I was going to call an attorney she legally wasn’t allowed to talk to me anymore (an utter misstatement of the law). I told her that was untrue and why that was untrue. Then, she transferred me to her manager. The manager said she couldn’t do a refund either. She didn’t apologize for the nightmare service I received, she didn’t say that they would investigate the U-Haul employee calling from his cell phone, she didn’t offer me an apology for being called a ** by the employees at Powell Blvd. Nothing.

People MUST check the fuel line before picking up their trucks. Try and put a little gas in it. Look at the bottom and check for things dragging. Keep your family, pets, and belongings safe! If this has happened to you, and you were harassed, belittled, charged for fuel, and refused a refund by U-Haul, let's band together, form a class action, and try and find an attorney that wants to sue. Let’s teach U-Haul that despite their near monopoly on moving services that they can and must do better for the people that pay them.

Not cool. I finally got them to find a truck that was closer, but not all that close. I had to drive from Shoreline to East Bellevue and back. I waited for over two hours to pick the truck up. The trucked turned out to be the largest truck they have, the 26 footer. I drove it home and could not drive up the street to my house. The truck got high centered at the bottom of the street. I had to call road-side assistance. They took quite a long time to get to me, but they did a great and professional job. But my day was shot, and my friends that I bribed with beer and pizza had to go. And the truck was way too far away from my home to cart things down a hill to. A 26 footer is not what I reserved! I couldn't check the vehicle in at the U-Haul across the street from my place. Instead, I had to go back to Bellevue to return the truck... unused.

I asked for a refund, but they couldn't do it because the U-Haul people were not in over the weekend. He said I would have to check the truck in now to get a refund on Monday. He said he didn't see any reason why they wouldn't give me a refund. I called the U-Haul number on Monday to ask for the refund. The person I spoke with was very rude and couldn't give me a refund. He shows the record as me having had the vehicle for three days, which is impossible because I turned the truck back in on the same day I checked it out on, and the mileage was from Bellevue to Shoreline and back to Bellevue again. In no way did it go anywhere else including Bellingham. He is having a manager look at it, but I highly doubt they intend to return my money. And, of course, I'm not out of my old place and definitely not into my new place during the weekend I needed to be moved on.

The employees at the Shoreline location and the Bellevue location were very nice and tried to help as much as they could, but they were unable to help in the end. The main U-Haul corporate people appear to be well trained to screw us over. If I were you, and I am, I would never use U-Haul again. Use another company. I've read all the review now about U-Haul, and I don't understand how a company with such incredibly low user satisfaction can stay in business. In my experience, they are horrible. When one rents a truck, that truck should be available and on time. I understand that U-Haul cannot control when a user brings a truck back.

But if they are going to rent trucks, they should keep some extras around for resolving these types of issues. And when they tell you to check in a vehicle, which includes paying for it, in my case, then they should refund me for it, as I could no longer use it to move with. And again, it was not the size I reserved in the first place. And that increase in size failed for my location. And as you all know, moving dates are timed with an exit from one location while entering a new location. And if you don't get out on time, you end up messing up the schedule of other people moving into your place of exit. (Picture of 26 footer high centered. The tires are touching, but they aren't touching enough to propel the truck forward or backward. The tail end is dragging on the street.)

THE ONLY SOLUTION IS FOR EVERYONE READING THIS TO NOT DO ANY BUSINESS WITH THEM!!! PS. The truck I picked up wasn't close to being full of gas. It had a readout on the dash that said 303 miles to empty and the needle was below full. After I filled it the first time it said 430 miles to empty and the needle was way beyond the full mark. These are big tanks and I believe the difference here represents at least 7 gallons of fuel. 9 ($25.00) I will be returning it at 303 miles to empty and will bring my fists with me. THIEVES!!! Be smart, go somewhere else or you will suffer the consequences too.

During the beginning of the conversation, Mr. ** presented with a professional demeanor. I attempted to convey my position to him and from a customer service perspective, Mr. ** became frustrated and then told me that he did not care either way if I used the truck or didn’t. I felt that his response was extremely unprofessional and created an unwelcoming feeling as a customer. Due to his negligent response to my concerns, I canceled my order which only created additional stress. I’m personally requesting upper management to listen to all phone call interactions between Nate ** and myself to provide education to him regarding professional customer service interactions when dealing with an unsatisfied customer.

Booked on the Internet U-Haul site, got all the confirmation and even a call saying they have the truck ad will be waiting for me. Went there had to wait 15mins, which is fine. found out they don't have any trucks, and also the worst part is I am on their e-Alert. They do not like complaints, if you do they blacklist you. I had to call the Customer Service and again wait 20 mins, then to be told they do not want my business. Good for me... since I hate companies that just want money and treat customers like trash, and do not like constructive feedback. Basically they wasted 2 hrs of my time, driving to the place and calling.

After leaving NJ at 6 in the morning we received a message at 8 that we would be getting a 10 foot truck not a 15. After a long wait on hold, I asked the representative what we were supposed to do with the additional 5 ft of my belongings that wouldn't fit in 10 ft truck and was continually told I could pick up a 10ft truck. I then got a message from the local dealer saying that U-Haul made an appointment for us at 2 pm but he wasn't supposed to be there. He was very apologetic and also said he was having problems filling orders.

I tried another dealership that was on my way down the interstate and he spent a great deal of time trying to find me a truck. He called the Virginia scheduling number and I was told the nearest 15ft truck was in WV. I thanked him and told him I was going to cancel the whole truck thing and called Penske. All this frustration while driving a 6 hr trip. After I was almost to my destination I received a call from a location that was an hour and a half behind me saying that a truck was supposed to be returned there later that evening. Extremely inconvenient and no guarantee that truck would not have been late. Since I had rented a Penske truck the U-Haul dealer wasn't sure I could use the car hauler. So I didn't get a truck or car hauler which meant I had to leave a vehicle in VA and make another trip to pick it up.

My sympathy goes out to local dealers who usually get all the complaints but are not the problem at all. I talked to several dealers and one even suggested that next time I need a truck remember they are very busy May-Sept!!! WOW. I can't believe a business can operate so poorly and continue to stay in business, but I guess if you don't have much competition you don't have to worry about unhappy customers because people are still needing to move. I WISH I COULD GIVE LESS THAN 1 STAR. I also wish there was a way to rate dealerships separately.

When I asked the lady to explain exactly how much more gas to put in she flew off the rocker and freaked out screaming cussing and yelling. Telling me she isn’t dealing with this ** today and I needed to leave. I was not going to be charged even MORE for gas so my husband put 10 MORE dollars in. So like 5+ gallons in!!! Which made the fuel level go way above where we got it. The U-Haul area manager did absolutely nothing about it but try to give me a 10 coupon for next time.

There will never be a next time. I will never use U-Haul service again. They don’t take care of their customers and they don’t care. The manager tried to tell me I still didn’t put enough gas in. I WENT 22 miles TOTAL!!!! How does that even make sense?! It was absolutely pitiful. I doubt they ever even check their trucks before renting them out again.

I contact customer service numerous times and filed 2 complaints about the service and requesting reimbursement. Both complaints were marked as resolved without speaking to me or before obtaining my box. They were closed because I was not eligible for a refund since I had been "notified" of the delay. I was only notified because I called U-Haul 10+ times myself after receiving no incoming messages from them other than automated emails. I cannot stress my poor experience from U-Haul enough. There are plenty of other shipping companies on the market, DO NOT USE U-HAUL.

A couple days later, I did receive the recording and confirmed that $489.00 was stated, but I was unclear and repeated what I thought the CSR stated, which was $189.00. The CSR did say yes to the price I repeated, which is how I got the $189.00. I inform U-Haul, which I had to reopen my complaint three times. They are delaying a resolution on this issue and not owning up to their responsibility. The CSR made the mistake of confirming the wrong price, therefore it is the company's responsibility to make it right. If U-Haul can't get this straightened out, I will never do business with them again. Just like how I did with Ford. These companies don't care about their customers, they just want our money.

They had us call 1 800 go U-Haul and they sent us from one place to another. Said they send someone out to check the truck and stuff out. They never did and then the employees said that at 7 p. M. When they were closing for us to go and get a hotel room and get something to eat and they take care of everything. The next day they would give us a bigger truck and transfer all of our stuff in it. The guy gentlemen Taylor even went mood my truck and trailer parked it next to the shop. Said it would be okay if we went and got a hotel.

1 800 go U-Haul called me and my husband talk to us for over 45 minutes. We have the recording and the lady kept apologizing and said she would send someone out in the morning. The truck would be taken care of and they were going to reimburse us for our hotel room and send us food and to keep the receipts and then they told us to take the receipts and next day for a hotel room and our food and give to U-Haul. The next morning we went there and I had the receipts to give them the U-Haul dealership at Gainesville Florida on Main Street. The gentleman there just laughed at us and would not take the receipts. They did not switch trucks.

We called go U-Haul again. We waited. The employee suggested us go and get a Penske truck and then return the U-Haul. They were trying to get rid of us and all of our belongings was in the U-Haul truck. They did not give us a bigger truck. They did not help us. They just carried on with other customers taking their money and returning trucks and just ignored us and then one of the employees told us to just go slow. It took us 4 days and 3 nights to get home from Florida to Michigan where it should only have taken us 19 hours due to their did not have the break thing to hook onto the trailer and it was pushing us.

One of the mechanics at their other U-Haul dealership in Gainesville Florida gave us the part and the tool to put it on and told us it was under the dash. We still have the part and the tool but we didn't know how to put it on there and they would not send another mechanic to do it and the mechanic that gave it to us told us he was too busy. He didn't have time for us so I feel they just want your money. They said if anything happens call them and they'll deal with it then and I said, "If my husband dies or I do because of this are you going to take care of us?" and they just kind of shrugged their shoulders and walked away.

So U-Haul did not do anything. They said they did not give us a bigger truck. They did not reimburse any of my money and they did not give us extra time. They said they would. I made it home with 2 hours to spare to return the truck. I had unloading return and U-Haul called me a week and a half later and tell me, "All will give you a percentage of your food. We will not help with the hotel" when it took we had to say and three hotels and 4 days and traveling they want and reimburse us nothing.

So U-Haul is not there for you when you need them. Only if you have it need a tire change. They will not help you or stick by their word and reimbursing you or giving you a percentage off your money for all your troubles or anything. They just want your money and that's it and you're on your own. So I do not recommend U-Haul for anyone unless it's just local because anything else you're on your own. They don't care unless something happens and you let him know and I'll deal with it but if it don't happen they don't want to even discuss it. Very unsatisfied with U-Haul.

The manager threw his pencil down and said he was not going to give me a truck because I brought the person with me. That was wrong and nonprofessional. I had nothing to do with their argument. I had to drive to another U-HAUL in Chicopee, Mass. to get a truck; so upset I forgot to rent the storage. I ended up having to keep the truck an extra day because I had no storage. The manager should have asked the person to step away from the desk the way I did. Instead, he took it out on me. I hope someone reads this and does something about it. I asked to speak to his boss and he said he is the boss.

I asked if the other clerk could help me and he said "no". I left very upset but I remained a lady. I was the customer. I was treated badly because the clerk engaged in an argument that had nothing to do with me or my transaction. I am not responsible for another person's actions. NOT FAIR! I will make a phone call in the morning to better express myself; hopefully to Corporate Office. With death in my family, I should not have had to go through that type of nonsense. Oh, by the way I did speak very strongly to the person who was with me when we got outside. He had no business at the counter at all.

The driver was very nice, he came with a tire that was used, it had a hole in it, he plugged the hole and told us we should make it to Maryland. So, we started up the road again, checked the tire 10 miles later, it was fine. When we arrived at my mother's home 70 miles away, the tire had blown again. I was very angry. My husband was on the phone with roadside assistance again, trying to get service. He was up most of the night waiting for service. U-Haul kept insisting that we had gotten into an accident. I insisted that we didn't. The equipment was unsafe, the service guys told my husband the axle on the wheel was bent, and that's why the tire kept blowing, it could have easily caused us to have a wreck. U-Haul didn't want to allow us to swap trailers. It was a day long battle trying to work with U-Haul and the service technicians to get a safe trailer since we had so far to go. I was beyond angry!

We were finally able to secure a better trailer at 2am Sunday morning and we left at 6am that same morning. We made it to our destination as scheduled. We tried to contact U-Haul to file a complaint and speak to someone about this ordeal, we have both been unsuccessful in our attempts to make contact. This is unacceptable and very unprofessional to me. I will not use them again!

In Arizona, I lived in a one bedroom condo where I sold most of my furniture. I was specifically using the U-Box containers for miscellaneous home décor, tools, kitchen items including a dining room table and chairs, a couple TV's, and a bed. I reserved 2 U-Boxes according to the recommendation on their website. When my "drop off" day arrived, I never heard from a representative to know exactly what time my boxes would be delivered. I waited around most of the morning calling the customer service number to no avail, and then started calling local U-Haul store numbers to get a human being on the phone who could reference my reservation.

I finally reached a person who advised me my driver would be dropping them off between noon and 1 PM. Despite the initial lack of communication, I wasn't too concerned. The forklift driver was very cordial, and promptly unloaded the boxes in the areas I specified. At first glance, the boxes were a little rough, but hey if U-Haul stands behind them, then I have no reason to doubt their product. I spent the weekend loading them up according to their directions, and the forklift driver returned that Monday to pick them up and return to the warehouse for transport.

When I made my reservation, U-Haul guaranteed my boxes would be delivered in Jacksonville, FL on Sunday, 6/17/18, and then a representative would contact me to arrange for delivery to my home address in St. Augustine that Monday, 6/18/18. The boxes were picked up from my condo on Monday, 6/4/18. Once again, I never heard from a U-Haul representative regarding issues or the status of my U-Boxes. I finally received an email confirmation that my U-Boxes were received in their Jacksonville warehouse on Tuesday, 6/19/18, with a scheduled delivery date to my house on Wednesday 6/20/18. I really didn't care that it was a day late at that point; I was just happy to know my belongings made it. Well, Wednesday 6/20 rolls by and no contact from U-Haul.

I logged into my U-Haul account to see that my delivery date was rescheduled for Thursday 6/28/18 which is completely unacceptable. I immediately called the warehouse holding my U-Boxes looking for an explanation, and the young lady on the line said the driver was too busy and backed up, and wasn't sure when my U-Boxes could be delivered. After hearing the haste in my voice, she took down my information and advised that the driver would call me back as soon as possible. She explained that they only have 1 driver who loads and unloads these boxes, so it could be several hours before I hear from her.

The driver finally called me towards the end of the day with some very bad news -- 1 of my U-Boxes was broken, and it was unsafe to deliver to my house. She tried to explain to me over the phone what she thought happened, but ultimately the only resolution was for me to drive over an hour into Jacksonville to pick up my things. I asked her about the other U-Box, and said she still wouldn't be able to deliver it until the following week. The GM of that store gave approval to give me a free U-Haul truck to drive and pick up my things, and I ended up emptying both boxes just because I couldn't wait another week for the other one.

The Jacksonville store did not offer any help to move my things, nor any compensation other than a free truck. I still had to pay for the gas. I also ended up missing a day of work to get this done. When I arrived at the Normandy Jacksonville location, they stated my box was overweight, and Tucson should've never picked up/transported it to Florida. I had a hard time believing or understanding this based on contents.

I've moved MANY times over the last 5 years - all interstate moves using storage containers, and never had any issues with packing. The broken box was shrink wrapped and bolted together after the fact. The door was broken off and the base was almost completely separated from the walls. It looked like the contents of my container had fallen out at one point, because they were covered in dirt and debris. If my container was indeed overweight, not a single representative called to explain this to me. I honestly believe the boxes were in too rough of condition to begin with. With all that being said, I'm super disappointed. I paid over $2000 to load and unload my things one time at my door step which did not happen. I lost additional time and money. I'm a very laid back person and I know people make mistakes, but this was handled so wrong. U-Haul will never have my business ever again.

We called back 3 times, were hung up on twice, and waited on hold for 40 minutes before someone told us they didn't know what kind of permit we needed and we need to check with the city. By that time we had to wait until Tuesday to call the city and discover that Chicago does not allow the boxes to be dropped off on any city street. Nowhere on U-Haul's website is there any indication that some cities might have limits to where the U-boxes can be dropped off. Nor does it state anywhere the U-boxes need to be unloaded on private property. So we ended up renting a truck, loading our apartment into it, driving the truck to the Uhaul compound and loading our boxes from there. Turns out we were quoted incorrectly for our apartment space, and needed to rent a 3rd box.

We get ourselves to Boulder and get the email confirmation that our boxes arrived at the storage facility in Denver. However, we never hear from anyone at that location to arrange to have the boxes delivered to our final destination. We call the warehouse, only to discover that we either can't access our boxes for 3 days past our desired delivery date (which was stated on the original order) unless we drive to Denver with a truck that has the appropriate hitch and rent a trailer from Uhaul, or rent a truck from them for an additional $400 and drive the boxes to our final destination ourselves. Every turn this company has failed to communicate clearly, and has used every opportunity to squeeze more money from us. They are dishonest, sneaky, unhelpful and I am frankly surprised that they are still in business. Do yourself a favor, use any other moving service. U-Haul is dead to me.

MY ISSUE: I am once again in need of a rental, so I secured a reservation online, but when I was there to pick up the trailer, MY account FLAGGED! I called to inquire and THEY ARE REFUSING TO RENT TO ME BECAUSE OF THIS LADY'S DEBT!!! This is a lady I hired that one time! I'm not responsible for her alleged debts or liabilities, yet U-Haul is labeling me as an unworthy customer because of a beef they have with someone I crossed paths with! GUILTY BY ASSOCIATION - is that legal? Because it's certainly unjust!

So Wednesday, I called CS again. He said we were not scheduled yet, but he could do it (so why couldn't the CS rep I spoke with two days earlier just schedule me? Or the rep my husband spoke with two weeks earlier?). He scheduled our delivery for between 9am and 10am the next day. About an hour later, a rep called to ask for the delivery address and if we wanted morning or afternoon. Morning… like I had scheduled with the guy an hour ago.

The next day, 10am came and went; no delivery. I called CS, asked to speak with a manager. They could only take a message to have the storage location manager call me back. I gave them my husband’s info, as he was the one at home waiting for it. The manager called back and told my husband he was looking into it. Later that afternoon, a guy from an Auto Shop/U-Haul Storage Facility in a neighboring town called me. He'd been told we wanted an empty box delivered, and then he was supposed to take that box to the U-Haul location for us after we were done loading it up. Told him, no, it's our existing, half-full box that we want delivered to our house, we'll add more to it, then someone will need to come pick it up and bring it back to the U-Haul.

Around 4pm, the Auto Shop delivered our Ubox. Told us that when he came to pick it up, he'd bring it back to his location instead of U-Haul (so I don’t get a say in where I now have to go to access my own stuff?). But by then, I was long past having any confidence in the reliability of U-Haul that I decided to empty the box. I'll take my business elsewhere.

The next morning, I spoke with the Auto shop and told him he could come by any time to pick up the empty box and I wanted to terminate my contract. He said he could close out our account after he picked up the box. Later that afternoon, I missed a call from U-Haul. I called CS back, kept getting bounced around from one CS location to another (sorry this is the Indiana CS, you need Chicago. I’ll transfer you. Oh, sorry this isn’t Chicago. This is southern Illinois. I’ll transfer you. Sorry, this isn’t Chicago. I’ll transfer you…). One of the reps read me a note in my file that said the call I missed was someone trying to contact me to schedule delivery of my Ubox. Seriously? So I stopped being bounced around and just hung up. It was obviously too little too late to schedule delivery the day AFTER we'd already cleaned our box out.

Now, a few days after all that, I see a charge to my credit card of $39 for a monthly storage fee (umm… I'm not storing anything anymore), and the day after that, I was charged $75 for the box delivery and another $10 for the trailer fee that hauled the Ubox. I don't think I should have to pay $85 for a delivery that took that much run-around. And certainly shouldn’t pay for a storage unit that is no longer storing any of my stuff! CS also tried to call me again this morning, but I didn't bother to answer. Figured it was them trying to schedule delivery again. Also, when I look up my account on U-Haul’s website, it shows my next payment is due in a month, so it doesn't appear the auto shop actually closed my account like they said they would. I disputed the $124 charges and was only refunded $75.

That morning they sent no one out to help us. I called multiple times trying to figure out how we were going to get a new dolly and was hung up on twice, all while the hotel owners were saying we had to leave because it was past checkout. I had to rearrange things in my car because it was not driveable, hence why it was being towed (that also caught fire) and drive it 20 minutes out to a dealer to get a new dolly. When we finally got set up with a new dolly we had been in Arkansas for over 24 hours. A full day wasted.

When I ended up getting to CA and turned the truck in the manager stated she could not help and I would have to contact who I got the truck from, and that I should be entitled to my full refund of 2k. I went back and forth for months with U-Haul to at least pay for my car to get checked out since underneath it was on fire and they wouldn’t even do that and I purchased insurance with them on the truck. The most they gave was a $50 U-Haul credit as if I would ever do business with them again. That was an insult. U-Haul risked my life, and was sexually harassed in the process. Never trust them.

The Maple Shade NJ U-HAUL people are useless. All they did was say I need to call U-HAUL. They could give 2 ** on how this mix up has ruined this move. The one way truck rental agreement that gives me 1st month free storage was not honored by the North Ridgeland TX franchise. I am there with a 26' truck and movers (I did not use U-Haul this time... Smart) and the manager Joe says I need to take up the free 1st months storage with Corporate. So I just paid the $150 anticipating I could get this honored. Again three phone calls later and I am still waiting on when/how the contract will be honored.

I have spent on average 25 minutes on hold for each time I have had to call customer service. And they NEVER have the history/always need to transfer me to the U-Box people, the move people, the franchise people... Somewhere. And today I have been on the phone for 32 minutes being bounced around which is allowing me to warn you. NEVER AGAIN WILL I USE U-HAUL.

Case 1: A Rude Awakening. Upon finally getting the first truck, 4 hours late, and having to drive across town to a different location from the one we were told to pick it up from, it came to our attention that despite having paid extra for more padding blankets and rope to tie things down, U-Haul, in all their glory looked at it and evidently said to themselves "Nah. They don't need ropes or blankets, so let's not give it to them, and just as is in U-Haul fashion, we will also not tell them that there are in fact no ** blankets or rope in the truck. Hahaha, God I love screwed people over!" We then tried to call a nearby location (the original one we were supposed to get the truck from before they gave the truck away) only to be told that they couldn't give us the ropes since the truck wasn't rented from them and so we'd have to go back to the across the town location if we wanted to get them.

So instead we went to Home Depot, bought some wire, unpacked the baby blankets and began to MacGyver the ** out of everything in that four-hour-late-truck until we were confident that the box of bathroom products wasn't going to be crushed by the uncanny force of a full speed couch crashing into it with all its might. You ever try to secure a box full of glasses and plates using a Winnie the Pooh blanket and some gardening wire? I don't recommend it.

Case 2: Oops I did it again. This one starts out the exact same. Booked a truck about a month in advance, all good, all good, all good until a day before, we'll call him "Jimmy" from U-Haul gives us a call. "Hi there! So it turns out we stopped giving a ** about customer satisfaction. Additionally we started hiring only the dumbest of a dumb on a company wide dare. It was a triple dog dare, yo. That ** serious." To which our confused selves sadly accepted what they were saying and began to drive across town to a third U-Haul location where we eventually began the tireless process of leaving the property with the truck. You know, like we had agreed we would do. Unfortunately for us, when we got to the front counter, we were greeted by none other than Tommy~ Jimmy's little brother who was growing up to be just as brilliant. We paid for the rental within the first 5 minutes, as one would expect.

Sadly, Tommy somehow didn't notice us paying which resulted him requesting that we pay as we tried to explain that we did in fact already pay. This exchange took just short of two hours. If finally ended when we opened our banking app and showed that the payment had left out account 2 hours ago. It took him a moment to process this. We got back to the house but thanks to the previous rental fiasco explained on page 14, Case 1: A Rude Awakening, we ended up having two U-Haul trucks in from of the same one-lane driveway house at the same time, rather than having them staggered as the plan was originally set. We pissed off a lot of neighbours that day. If any of you are reading this, I am genuinely very sorry but I guarantee we all had a far worse day than you. To our surprise there were both blankets AND rope in this truck. Thanks Bobby, or Tommy, or whatever I named you, you really pulled through for us there.

Case 3: I Guess This Should Have been Expected By Now. Truck booked two weeks in advance, all good until day of "Hello this is U-Hoo calling, ** you. Lol." Really, I only laughed, I wasn't even phased because by this point I was a pro. I knew exactly how to get through their mistakes you just have to go along with it until they figure it out themselves and deal with their bullshit as it comes.

Unfortunately for us, this strategy did not apply here because in what I can only imagine was an effort to give us PTSD, they opted to actively make things difficult for us, rather than working with their most unreasonably loyal customers. See, the original booking was from 9:00 am - 9:00 pm. We booked the day off work, we're going to get the move done and then enjoy a nice cold beer at sunset after a long day's work. After the first two ** storms of an experience, I advised friend #3 to call U-Haul and be sure that everything was still as it was. It was not. Without notifying us they decided to arbitrarily change our truck to a van (about a third the size), and change out pick up point from near to far, and change the rental duration from 12 to 11 hours.

Oh yeah and changed the ** rental period from 9-9 to 5-4. Ready for the plot twist? This isn't 5:00 am - 4:00pm. This is 5:00 pm - 4:00 am. I ** you not, they without telling us decided to change our booking from in the middle of the day, and all day, to the evening and the middle of the night! It's mind boggling to me, really, that they thought we would just be cool with that. Who the ** needs a moving tru-- van* at 4:00 in the ** morning?! This isn't a joke by the way. This seriously happened. Everything I've written here ACTUALLY HAPPENED (the conversations were paraphrased). I swear to you this was real.

So we tried calling them to ask what happened and how they could possibly think that this was okay. After being on hold for 97 minutes listening to the same 10 second message on insta-repeat a whole 5820 times we finally got a hold of a customer service representative, who by the way I feel so bad for. I always thought being an Indian sewer cleaners was the worst job in the world (look it up. It's gross) but I was wrong. This girl we'll call "Ashley" has it worse. At least as a sewer cleaner, you can wash the shame off at the end of the day, but this poor girl has an entire company continuously ** directly on her day after day.

Our thoughts are with you, Ashley. We don't mean to get mad at you and we know it's not your fault, it's just your ** co-workers. **. Anyways. Ashley basically just told us that it happens sometimes, that the people responsible for scheduling the trucks only have partially functioning brains so we have to talk really slow and repeat ourselves or the message won't make it in and that she was sorry for the inconvenience, an utterance I'm sure she's made thousands of times before.

In conclusion: Eventually our near immeasurable patience broke and we cancelled with U-Haul altogether and are looking for another option now. We are thinking of just using about 30-40 trips on the city buses a couple boxes at a time. I'm sure some funny conversations will rise up and we can help spread the word about the unfortunate plague spreading across our great nation, called U-Haul.

Can you tell that this was a stressful day? If you can't, please note that it was a stressful day. I would like to take a moment to note that obviously not everything mentioned here is fact. There was a lot of artistic flavouring throughout, but the general experience was actually factual. All of the things mentioned here actually did happen and I'm genuinely blown away by how incompetent the company is as a whole. They single-handedly made these past couple of days an absolute nightmare and I don't want anyone else to have to experience the same pain, frustration and stress that we all had to go through on account of U-Haul. Have a nice day.

To be honest, the work was done quickly and on time. However, the problems with the installation became apparent after six months. On Friday, May 4, 2018, I was driving my 2017 Toyota Sienna when suddenly I saw a signal flashing on my dashboard that I had the brakes malfunction. I stopped the car, turned off the engine, and when I tried to turn the car back on, I could not move the gearbox knob. I was forced to call a tow truck, which took me to the Fitzgerald Toyota in Gaithersburg for service.

The dealership said that they found the problem and the diagnosis took three hours and a minimum two more hours were needed to fix the malfunction. According to the Toyota dealership, the wrong wires were used in the hitch installation and the wires were not connected properly. Thus, the faulty installation directly caused a fuse to blow out. The total charges for the repair were $662.50.

I paid the bill and went to U-HAUL hoping to get reimbursed for the repairs, because the repairs were necessary due to the faulty installation. When the U-Haul manager carefully studied the invoice, he agreed that the installation was not done properly, apologized for the faulty installation, but refused to reimburse me $662.50. They did refund me $310, which was what I paid for installation. They also agreed to reinstall the new wires for free. I made another appointment for the new wiring installation. No longer under the impression that the U-Haul mechanics know what they are doing, I carefully researched which wires should be installed on the Toyota Sienna 2017 prior to my appointment. The following is an excerpt from Page 223 of the owner’s manual for Sienna 2017:

"WARNING. Do not directly splice trailer light. Directly splicing trailer light may damage your vehicle's electrical system and cause a malfunction. The wires must be connected to the vehicle battery, eliminates all electrical connection with the vehicle electrical system. T-connectors C 56261 or 118648." Why U-HAUL did not know this, or care to follow the manufacturer’s explicit instructions, remains a mystery. When I came to the installation appointment, they again began to install the same (new) wires, the same incorrect way contrary to the explicit warning from Toyota. In other words, they tried to directly splice the wires to the vehicle’s electrical system, which is what caused the vehicle to break down in the first place.

I told them that such an installation is not acceptable. The manager indicated that he has no other wires and that I must buy the wires myself and that they will charge me $70 per hour labor for installation. He also indicated that even though they are willing to install the hitch using the wires supplied by me, he preferred that I find another company who will do this installation. I ask you that you investigate this matter and reimburse me the $662.50 that I paid to the Toyota dealership. I cannot and should not need to pay for U-Haul’s mistakes.

My boyfriend, who picked up the vehicle in the first place, did not get a walkaround of the truck to inspect it with the worker - they just gave it to him. I asked him if there was a possibility that it was missed or it just wasn't checked since they switched trucks on us at the last minute, and he said no that's unlikely. As we were talking, another worker backed a vehicle into a stop sign attached to a mobile podium, but that could've caused damage. Maybe their own workers are causing this damage! Of course, the insurance we purchased from them only covers the truck itself and not the topper. If you're going to assess things, be consistent. We haven't resolved this yet but our estimate is $86 (not bad, but it's a matter of principle). Who knows how high that will actually rise.

I called the U-Haul Interbay location to make sure that I could return the truck there. They mentioned that they could not decide that and transferred me to "traffic". I spoke the traffic representative and she confirmed that I could drop off the truck at the Interbay location. I mentioned that I wouldn't be able to arrive until after 9 pm and she said that would be okay. It turns out that Interbay has an after-hours dropoff. The representative gave me some instructions that included placing the dolly and moving pads in the cab of the truck and lock it up before I drop the key into the overnight key drop. Naturally, I followed the instructions to a note.

This morning, I started receiving calls from U-Haul, basically chastising me for dropping the truck off at Interbay, rather than Sacramento. I spoke to four more people from the U-Haul team without being able to resolve the problem. I even spoke to the folks at the Sacramento location, to let them know of the changes. Despite speaking to multiple people, I'm still being called by David, the GM at the Interbay location. However, now, mysteriously the dolly and moving pads are missing. We both know that this is a lie, however, I'm willing to give David the benefit of the doubt. Just know that I will never use U-Haul for any reason, ever again. I would expect honest business from a company like U-Haul, however, that doesn't seem to be the case. I will be submitting some reviews to the typical places, articulating my experience with U-Haul Interbay, and more specifically, David, the GM of the location. Lying, for spite, is inexcusable.

Once signed and approved, I received the keys to the truck only to find that it was not the correct size. I had ordered a 10' truck so that I would have the high of the cabin to move out of my apartment. But U-Haul reserved me a simple cargo van in its place. At this point, I complained but U-Haul said they couldn't change the truck. Being in the position that I was, I had no choice but to proceed. As suspected, the truck that was given was not tall enough to hold the beds and the furniture all at once adding 2 more needless trips. Overall, I hated my experience with U-Haul since they lack communication with their customers while simultaneously taking advantage of them.

We were charged the full amount and from the 31st until now May 1st we have not seen an adjustment. Before coming to post any complaints I called on Friday April 27th to U-Haul the company itself. The agent we spoke with was trying to blame us and telling us that is not how it works. Well we didn't mess up. We tried to have the lady at pick up adjust it on her end. We were even asked the description of the lady which we did provide. We were promised a supervisor call back from the department that would work on this dispute and got a call yesterday telling us that they were only refunding us $80 bucks. Really? We were charged almost $600 for 4 days. Had it for 24 hours and that is what they are refunding us.

Stay far away AND BE SURE THAT IF YOU NEED TO MAKE ADJUSTMENTS YOU DO NOT DO IT AFTER PICK UP AND ONLY BEFORE. Such a dishonest company. I will share this experience everywhere I can think of to make sure all potential customers are aware of the rip off scam. I will go to every site I can think of (BBB, attorney general, Ripoff Report, Consumer Advocate, etc) as well as sharing this on FB, Twitter, IG etc.

After reading online that U-Haul would "price match", I attempted it & ran into nothing but frustration! My 1st call to the Sales department w/ U-Haul taught me that the beginning zip code & ending zip code had to both hold a U-Haul location as well as a Penske location. Not an easy feat when you're moving to a small town in another state where most of everything is spread out. After the 1st call ended, at least I had this info so I could research a zip code close to my ending location that both held a Penske & U-Haul location. Thankfully, I found one. I called the Sales department back & hit a brick wall with a woman who said U-Haul did not price match anymore & even told me that she received a memo recently stating that. I asked to be transferred to a Supervisor/Manager & was placed on hold.

A pleasant woman in Customer Service picked up & was confused why I was transferred to that department. She assured me that U-Haul did price match & said her department had nothing to do with that nor was there a Supervisor/Manager there that could help me with this issue. She did apologize however for the "lie" I was told by the last Saleswoman I spoke with. She then transferred me back to Sales where I then was connected to the 3rd woman I spoke. At this point, I was very frustrated & on the phone for over 45 minutes trying to get a "simple" price match. The woman who answered was short with me but listened to what I was asking for. Without saying a word to me, she placed me on hold for over 20 minutes, never once coming back to let me know she was working on my request. All I could think was how I was not going to hang up, regardless of how long I was on hold.

When she finally got back on the line, she said hello which I responded to several times as she said nothing else & then I was hung up on! Wow, really!!?? At this point, I had spent well over an hour trying to get a simple price match! I called back & was pleased to be connected with someone who sounded like she knew what she was doing. She apologized & after checking Penske's rate, told me she could price match it. I gave her my CC info to reserve the truck rental & thought everything was taken care of. Logging into my U-Haul account I was shocked to see that the price was not matched, it was the same high $650+ that their website showed, while Penske was $512. See why I wanted the price match???

At that point I refused to call Sales back & fight for what I should have been given from the 1st call! I sent an email through their website & hoped for the best. The next business day I received a voicemail from some woman who said she was calling about the issue I sent them. She went on to say that the errors caused were due to new employees not knowing the proper procedures to follow when price matching is requested. I might have bought that "story" if I had not the same issue time & time again with each Saleswoman I spoke with! While she offered me the price match & said to call Reservations as a note was placed on my account for the price match to be done, I refuse to use U-Haul ever again. I don't care if I have to pay more with another company. These folks have nothing but excuses & obviously could care less about anything but their bottom line!

So now I am insulted. Why would I steal a trailer and what good would it do U-Haul to ask someone in my phone contacts about me? I walked out and called the district office. They had no idea why this woman would ask such a thing. Nice - I am ready to move and no trailer. This company is a joke. Don't use them. Their reliability and customer service is terrible.

We get to our destination in Phoenix, Arizona and find out the new place won't be ready for move-in until possibly the following week. Now what do we do with rental truck? So we now jump to April 10th, 2018, and decide to get a storage unit for the appliances and we unload a 3rd of the stuff in the U-Haul. I then call U-Haul to discuss our situation about needing the rental truck longer and how much extra would it cost. I speak to a gentleman from customer service and explain the details and if there is any U-Haul might be able to help us out? He looks over my account and says, "It might be possible for you to get a in state local rate for $29.95, per day" but I would need to take the rental truck into the drop off address (2701 W. Dunlap Ave., Phoenix, Az. 85051) and confirm with whomever is working there this day before they close.

The customer service representative says he will put notes in the system so that our discussion will be there for the worker to read at the my drop of location and anybody who might need to refer to our conversation. I say thank you for his help and that I'll head over there immediately. I arrive at the drop off U-Haul destination and speak to the general manager of the store. He at first says there's no way I can keep the rental truck the extra days because he doesn't allow me to finish my explaining that it's a one-way rental.

Once he hears that it's a one-way rental he then says, "Ohhh in that case yes you can keep the rental" for however many days I may need it. So I ask him what the charge would be per day and he says $42 plus insurance per day. I said, "I spoke with your customer service member and he said you might be able to help me out with a in state rate because I brought in the rental truck as a temporary turn in". He then reads the notes and says. "ok let see what can be done". He prints out a part of my contract and says the in state rate plus insurance would be $29.95, plus $12 for insurance, total $42, per day. I said thank you and go talk it over with my family member who has witnessed this conversation that general manager of the store has agreed that it would be $42, per day extra.

April 11th, 2018, the new place calls and says we can move in our new stuff on Friday, April 13th, 2018, which is great news. The next day I call U-Haul and explain I'll only be needing the rental truck until the 13th, no later than 11 pm. The customer representative confirms with me that it'll be two day extra charge at $42, per day plus extra if the gas is low. I said I'm calling to make sure that this is the correct amount per day and what I will owe on Friday, April 13th? She (customer service representative) says yes that is the correct amount owed and I have put the notes into the system. I say, "Thank you for your help" and hang up.

I return the rental truck on Friday, April 13th at 7:55 pm with a little over a quarter full of gas which is how it was given to me. I see the general manager working after hours and he says to me "just leave the keys in the truck". He'll process it. I say back to, "Ok sounds good" and I take off and my journey is finally over, not so. The next day Saturday, April 14th, I check my checking account balance. I see that U-Haul charged me $177 and not the $84 that was agreed upon. I immediately call U-Haul and speak to a lady from the after hours customer service line and she says that I was charged an extra day because I did not return the rental truck at 10:30 am.

I was also charge $42 plus insurance and out of state fees, lastly $6 for gas. I said that's completely wrong and go on to explain what I had confirmed with two people from U-Haul and the general manager of the drop off site. She then says, "You need to speak with customer service" and before I can say anything she transfers me. Now I'm put on hold for around 20 minutes before speaking to someone else from customer service. A gentleman takes my call from customer service and I go on to explain the whole ordeal in detail as to what was agreed upon and how I'm really upset with U-Haul and its business process with its customers.

He listen to everything I say and says he'll need to type up my complaint and send to the regional. He gets back on the line with me and says, "I forward to the general manager of the store you dropped it off with". I said, "What good will that do. He's the one the made the agreement with me and also changed it, that's why I'm speaking to you". I need to speak with someone who is his boss because more than likely he'll uphold his decision. I said are all the notes in your system that rely document my confirmation back on Thursday and what was agreed upon? He says yes and that I shouldn't have been charged an extra day or the extra fees. I then ask for the number to corporate and to email to me. He does and before I hang up I say to him, "I'm not upset with you personally but with U-Haul and its business practices and how they treat their customers".

I get a call from the store general manager the next day Sunday, April 15th, 2018. We exchange pleasantries and then he starts with, "Your per day fee is $42, which includes out of state fees, plus insurance and one three extra days". I say to him, "We spoke you and I and you confirmed with me that my per day amount would be $29.95, plus insurance of $12 which would be $42 per day, did you not say this to me?" "Sir if you would refer to your contract it show a $42 per day fee and out of state fees and insurance." I said "Why did you say refer to my contract when I spoke to you directly face to face and you printed a part of my contract to me and showed me it was $29.95, plus $12 for insurance." He immediately jumps in and says, "I knew there was something wrong and fishy with your contract and no it's $42 per day plus insurance, out of state fees and gas."

I said, "That's not what we agreed with and no what the printed document you gave me state in state local rate." And before I could finish my statement he jumps back in and says, "Sir look at your contract. It says it right there". I say, "Why to do you keep telling me to refer to my contract when you and I spoke and your printed out my contract and showed me. It said $29.95 plus $12 for insurance which is $42 per day". "No that's not right. You need to look at your contract and stop interrupting me". Now I'm beyond upset with the general manager of the store. Told me to my face and made an agreement of price and now going back on his wording and to look at my contract. I say to him in anger, "Don't talk me this way in I'm the customer" and he hangs up on me!

So everybody, you've read the story and I would like to get your opinion because anybody who knows me, knows I don't seek out any harm or revenge towards anybody but this situation truly upset me and the fact the general manager lied to me. He couldn't read his own contract to convey the correct amounts and then goes back on his word.

After having to go in and deal with the representative we finally had the right key. So after talking to Claire she told us she would refund $50 because of our experience. A week later no refund. I message an employee on the U-Haul chat and Melody told me we would not get a refund. I’ll never use U-Haul again and I will make sure everyone knows not to as well. Terrible customer service and I am beyond angry. Worst company to ever do business with.

I advised this has since been paid, and yet was told I could not reserve a truck until resolved. This was while I was at the U-haul location, after reservation had long since been confirmed. I had requested to speak to Jocelyn’s manager, and she stated she was a manager and there was not a higher manager that I could speak to. This is unacceptable. Surely, this individual I spoke with was NOT the CEO of U-Haul, and being the first to answer the customer service line, advising me that there is not a higher representative to speak to is false and considered an egregious refusal to a customer’s request.

I repeated advised that I need to speak to someone higher than this representative, to which this representative continued to refuse. I then asked for the representative’s name, which the representative gave, asked for an identification number, which the representative refused. The representative only offered to waive the “service charges” but still advised that the only way I may complete the reservation was to pay the outstanding fee. Which, as stated above, I had already paid several years ago.

This is a service failure for U-Haul. The fact that there is not an alert for any outstanding fees when I initiated the reservation, only to wait to advise when I’m physically picking up the vehicle I reserved is completely unacceptable. This means that I am forced to pay an additional fee regardless of how incorrect it is, because I’m in a position where I need the services I reserved right at that time. Had I known there was an issue, it would have been addressed when the reservation was initiated, and not start to take away reserved time for the vehicle and put me at risk for incurring more fees. This is highly unethical, and I will be posting further reviews by other means to express the level of disservice that has been provided by U-Haul.

U-Haul did a bait and switch. I was chatting a person starting at 3:30am or so and under the impression that the trailer would cost $55/day for rental and $11/day for insurance. At the time I thought it would take 5 days to get the trailer back to U-Haul after taking delivery of it. Then on the way to pick up the trailer I called and talked to customer service and asked if it would be less expensive to do a one way. They said to speak to the attendant where the trailer was physically located to change it to a one-way. The guy who changed it from a two-way to a one-way knew very little and gave the impression that after the trailer was delivered U-Haul would adjust the rental for less days!!! What a rip-off!!!

If we had known bringing the trailer back (two-way) would have been less expensive we would have done this. It would have been very easy for us to haul that empty auto transporter trailer back. We made it back in 3 days total round trip. Thus it would have been a 3-day rental 3*66=$196+tax...that is what we should be charged!!!

Very unsatisfied!!! Attendants should be trained better to explain the fine print differences between two-way and one-way rentals... Very convenient on U-Haul's end to hide behind the lawyer speak in the fine print of what was signed when the signer is under the impression there is a daily rate that is the same for one-way compared to two-way. Anyone at U-Haul who knew how the fine print works was not available to talk to face-to-face... What a terrible way to scam customers.

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.

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.

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!

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 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...

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.

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!

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.

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!

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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!

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'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.

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.

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.

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.

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.

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.

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.

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 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 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.

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.

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!

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!

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!

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).

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.

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 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 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.

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 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.

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.

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 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.

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!