U-Haul Reviews

When I got there, there were no trucks available, even though my online reservation appeared to have gone through. The woman working at this location was much more helpful. She explained that in the fine print it says subject to availability and that u-haul should contact me with the location where to pick up my truck. So, even though it appeared I had reserved a truck for that location and that trucks were available, it was not the case.

I went home to meet my movers (aka friends and family who were kind enough to help me at 8 am on a Saturday morning) and started loading up our SUVs. While doing that, I tried calling u-haul again. I waited on hold for 30 minutes when someone finally got on the line and told me my reservation had been scheduled for a 5 pm pick up at Falls Road... not at all what I had requested, nor what the site confirmed when I made the reservation. After going back and forth with her in a very frustrating conversation, she said she would transfer me to customer service. That meant another hold wait time of who knows how long! At this point, I was furious. If she wasn't customer service and couldn't help me, then what was the point of speaking with her?!

Meanwhile, when you're on hold with u-haul their automated message says "leave us a review online" and bragged about their customer service. What a joke! I tried leaving a review on their website, but it won't let you if you canceled your reservation, which of course I canceled because I wasn't dealing with them anymore! I ended up calling Enterprise, was able to speak to a real person right away, and had a truck within 10 minutes. It was lovely, compared to the disaster I had dealing with u-haul!

I came to a level area but soon turned into another downhill. I knew I was going to die with my dog. I came down to where there was an off ramp but it was downhill and into darkness and decided not to take it and the state trooper told me I would have died had I did that. I came to a slight uphill and then saw an on-ramp with a guard rail and decided if I did not crash it into the guard rail the next hill would kill me. I crashed the truck into the guard rail and went about 60 feet before the truck was finally stopped. The state troopers finally arrived and filled out a report and saw the truck on the guardrail and the damage to the guardrail and completed an accident report.

U-haul was miserable to deal with. They made me contact a Repwest Insurance (u-haul) subsidiary and the woman I spoke with told me they towed the truck to a service center in Las Vegas and examined the brakes and said nothing was wrong with the brakes insinuating that I was fabricating the accident. I informed her that the brakes went to the floor with no response and I had sent her pics of the guard rail that I crashed into that night and she tried to say she had not received these. After rechecking her email she reviewed the pics and said how does she know these marks on the guard rail next to my crashed truck were from the truck I was driving again insinuating that I was fabricating the whole thing.

Jason, the u-haul general manager, was very difficult to contact but said he would look into this. Finally weeks afterwards he agreed to provide a full refund of the rental which he did not and only provided a partial refund and then told me he could not do direct refund to my card and would do the remaining amount as a check to my address in Utah. He never provided me with the check. I had to contact a guy named Jeff who is out of Council Bluffs and he told me that he was going to provide me the check for the balance and provided a receipt but after a week I have received no check.

I am very upset and almost died on that night in early May. I would never, ever, under any circumstances ever rent a truck again from u-haul. They provided me a faulty vehicle with faulty straps and brakes which more than likely would have killed other more inexperienced drivers and treated me like crap afterwards. I am alive by the grace of God and u-haul is the worst business I have ever dealt with and they will rent this truck out to someone else and they will be risking their lives.

By the time we got a living person, we were at the location, but there was no business anywhere around with the name we were given. The lady on the 800 U-Haul number said they had the truck if we could go to a location that was only a couple miles from our home. Wow. Talk about a major goose chase. An hour later, we're back at the start of our journey. A family in line ahead of us was turned away although they had reserved a vehicle for that location (not our truck--different size). Realized a day later we'd need one more truck. Reserved for a neighborhood dealer. Contacted shortly thereafter and directed to drive another 40 miles away instead. We'll be calling back later to see if we really have to drive that far because apparently U-Haul specializes in the art of the goose chase.

This check-out was truly horrible and I would definitely never recommend this location to another living, breathing soul. This is not the only time the guy running this location has been far, far less than professional. I am QUITE offended by this return and I hope to NEVER have to use this location again. The gal that works there wasn't any better. Truly a disgrace to U-Haul and to a customer who has rented enough U-Hauls in my lifetime to buy a small country. Horrible Horrible Horrible people here. If I could give them zero stars, I would.

We had a flat tire and agent was helpful in making sure we got a car hauler at the end of the business day. I was so happy and got the agents name with the intent to right a good review. During the checkout process the agent asked if we were going to drop it off at the same location. I said it would be helpful if we could drop the trailer off at a location near our home. She said it did not matter where you dropped it off. I said, "Great. Like Redbox." When we checked out the price was $40 dollars more than we had expected and she said that was because it was a deposit to ensure the return. I even joked that the deposit was so low is that what they value the trailer. Everyone laughed.

We returned the trailer prior to the expected time. When we did not see a refund after two days we called customer service. They said it was a one-way contract and that was the charge. I informed the agent that was not what we were told during checkout. She said if we did not like it then file a dispute online. When I could not find a place to file a dispute I attempted to use the chat and that agent said if I have a problem take it up with our bank.

We sent an email and it basically said not our problem. Beware that the agents at the physical location do not have the right information and when they tell you something which is incorrect U-Haul the company WILL NOT stand by their agents and will throw them under the bus and tell you it is your problem. Not theirs. U-Haul is unethical in their practices.

He called U-Haul, he called the number that he had been given for moving help.... No response at all on Thursday!! On Friday, he called U-Haul and they washed their hands of the whole thing blaming it on the local movers. Called the moving company and they said that they had been out of business for a month and had notified U-Haul as required. Needless to say, he was one person trying to move furniture upstairs in a townhouse by himself!! Luckily he has good friends who drove hours to help him move everything into the townhouse. I called myself and got the same runaround. No one took blame for anything. Truly disappointed with U-Haul and will not use them again.

Called the regional customer service people and an extremely unsympathetic girl kept saying over and over again that it was automated switch because of my change (completely blaming me even though the original person told me I could change anything I wanted) and this regional customer service agent was more interested in proving a point than actually helping me at all. Very upset!! Probably going to cancel my reservation - of course it's so late in the game now that I'll probably not be able to find anything else available, and I'll be stuck driving way the hell out of my way to start a stressful move. She kept saying "We can't just bump out families" and I'm like "I'M THE ONE WHO GOT BUMPED!!!!"

After about 45 minutes on the phone, I received a message that my reservation 'expired'. It said to call a certain individual for assistance but when I did, he was not available. I called U-Haul's help line, waited for what seemed like an eternity and finally got through to a woman who was most helpful. I got the key! I then went to the truck, put in the key, but it was dead. I called again, waited forever to speak to a human, and was told I would need roadside assistance. I said I didn't understand as I was sitting in a dead truck with a plethora of other U-Haul trucks around me. Why couldn't I get one of those trucks? No, I must wait for roadside assistance and I would be transferred.

I waited again until a man responds and asks how he can assist me. I explain the situation. He asks if I called roadside assistance. I said I thought he was roadside assistance. He said no but he would transfer me to them. I asked why I couldn't have one of the trucks I was looking at. He puts me on hold to look for another truck nearby. I wait, he comes back on the line (again more waiting), and says the nearest available truck is in Riverhead, a travel time of at least 30 minutes and another 30 minutes back. At this point it's around 12:30. There was no way I could make it to my destination in time. He advises my only other option was to wait for roadside assistance. Roadside assistance for a truck rental that never made it on the road!

Anyway, he agreed to contact roadside assistance to see how long it would take (more waiting). He returned to the line and said I should understand that it's a Sunday and it would take some time. Roadside assistance does not have anyone available. So it's hours that I spent in a filthy parking lot, never got a truck, lost my $800, and to top it off they charged me the $135 for the rental. A customer services rep called me and said I needed to contact Customer Service on Monday to request the return of my money...like that' s my responsibility. I tried to write a negative review on their site but it says I needed to enter my reservation number so a link could be sent to my email and I could write a review. Mysteriously, when I clicked on the link it said 'something went wrong' and I should try again at another time. You bet something went wrong. Seriously wrong!

When I asked if they could compensate for the gas I have to spend to drive an hour and a half out of my way to pick up the trailer they offered $10 off the trailer. When I said that would do me no good they said there was nothing else they could do. She in particular acted as if this was no big deal and was extremely rude and callous. If I had another option I would never rent from this company again. A company this big should never have these kinds of issues and should never expect their customers to pick up for their lack of ability to service them, especially two days before a move!

My trip consisted of 450 miles interstate travel. Right off the bat, I noticed every little bump made. The trailer bounce up and down (jerking on the hitch ball). Half way into trip, going through Birmingham, Al, I hit a bump and bam!!! The trailer was off the hitch...swaying and dragging. I was petrified. Luckily, I had watched the video and did not apply brakes but steadied the wheel and came to a stop. Thank you Lord for those chains!!! Yes I stopped alright, in the middle lane of traffic on the elevated section of I-65 in downtown Birmingham. Trust me, no way I was opening the door.

Folks just zoomed by like nothing happened. Thanks to the Alabama Service Assistance Patrol (shout to Mr. Rodney **) I was able to exit the interstate and ALDOT moved the trailer. The trailer had stripped the ball right out of the hitch. No damage to my vehicle or the trailer. I had purchased the safe protection plan so a new ball was delivered and installed.

After that, I stopped every 50 to 80 miles and checked all equipment. Each time I had to tightening the knob of the trailer. I seriously do not believe these little trailers are not equipped for interstate travel, at least not 450 miles. Besides, my fellow drivers loved honking their horn as they passed, then swerving right in front of me. My slow speed angered the majority of drivers. 18 wheelers practically blew me off the highway. 55 miles per hour on the interstate is a danger to all. My trip time totaled 11 hours, whew. On a positive note, the U-Haul representative (Veronica) who took my emergency call was very helpful and courteous. They should consider retiring these little trailers or rent them for in town use only. P.A.F. Mobile, Al

Finally U-Haul calls me back to ask me whether I got my storage pod delivered yet (obviously not) and whether I was expecting it to arrive on a truck or a trailer. How am I supposed to know how they're delivering it? The guy acted like it was totally normal that the delivery was 7 hours late and the customer and delivery guy both had no idea where the storage pod was.

Every experience I've ever had with this company has been an absolute nightmare. I should have learned my lesson before (massive delays and rescheduling and double bookings causing me to lose days of work and vacation time I intended to spend packing and moving). Now I'm finished. I will absolutely never use this company ever again, and you shouldn't either.

Then, when my husband went to return the Uhaul to the same pickup location after moving the few pieces of furniture that he could manage on his own, the location (1000 NE 1st Ave., Miami) was closed. I was on the phone with Uhaul customer service for over 30 minutes and Debbie the agent told us there should be a key drop box at the location to return the vehicle after hours. There was no drop box and no option to park the Uhaul on company territory, so my husband had to park it on the street overnight and pay for hourly parking. He literally set his alarm for 2 am to pay for parking again when it expired in the parking app. During the night, the Uhaul was vandalized and we were charged an additional $100 for graffiti.

I find it unacceptable that we were given no option to return the vehicle to a safe Uhaul location (we were told that if we returned it to any other location we would be charged double), were misinformed about the presence of a drop box when there was none, and then charged for graffiti that occurred overnight and we had no way to prevent. I also purchased Uhaul insurance to cover the move, so I don't understand what I paid for if this type of incident isn't covered.

In summary, our experience with Uhaul and their contractors that they try to claim no responsibility for could not have been more frustrating, disappointing, and fruitless. We paid $197 and our things are still at our old apartment, my husband lost a day of work for basically nothing, and I spent about 2 hours total on the phone during a work day dealing with the completely unprofessional and unempathetic "customer service" staff at Moving Help, whose company should be renamed Zero Help to reflect the actual service they provide. Customers expect Uhaul to vet their contractors to make sure that they are able to provide the services they claim to provide.

Every condo association in FL demands that moving staff provide basic professional insurance. This is a requirement that any reasonable person would expect your contractors to meet. Of course, I'll probably get the same ridiculous response from Uhaul that they "don't bear any responsibility". Hint: THAT GETS YOU NOWHERE WITH CUSTOMERS. We hire you and expect you to know who you work with!!!!

I spoke to U-Haul who said that the confirmation was for Ragland Rd but they didn't have a 15 foot truck there but she didn't understand why I didn't get a phone call or email explaining that. She said she gave me the additional 3.8 miles of extra mileage due to the location change. The location is 6 miles to my location instead of 3.8 miles and we were not credited for any mileage. My wife called the location on Saturday to confirm we would be picking up the truck at 9:00 am and the man said the U-Haul lady doesn't work on Saturdays and he would need the truck number to release the truck. My wife called customer service who put her on hold and contacted the location. Customer service said they would walk the man through it once I arrived. I arrived at the location and the door was locked. I called and he then came to the door. He called the lady at U-Haul.

She asked if I wanted insurance and I told her my wife had already paid for insurance and the truck. She said the charge to our credit card was a pre-authorization so I paid for the truck and insurance again which was $30 more than the first charge. The location was dirty and I had to walk through mud to get to the truck. My wife contacted our credit card company who said there was a charge by U-Haul and not a pre-authorization for the $153.79. My wife then called the U-Haul customer service number and was transferred multiple times and told the charge was for "services" but they couldn't say what those services were. My wife explained several times we didn't order anything except the truck and insurance.

They were going to transfer her for the third time. My wife called the manager at the drop off location instead. Scooby said they could see the charge but not what the charge was for. My wife called U-Haul customer service again on 4/28/19 and was told that she would need to contact U-Haul online to discuss charges for moving supplies which she again explained she didn't order. They gave her the number to call which is closed on weekends. My wife filed a dispute with our credit card. We will never reserve a truck online through U-Haul.com and will not rent from U-Haul again.

I brought the truck to my house which was less than 5 miles away. Had the movers from your website (Frank the Mover - who I paid for 2 people for two hours of packing and 2 people for 3 hours of loading. --- of which the people done no packing. Just watched me do it. While they waited... Also until I started bring boxes down the truck they went very slow). After truck was loaded and I was on the road. Less than 7 miles from my house when I was doing the speed limit. I had to stop due to traffic coming to a complete halt.. I was turning on to a on ramp that went up a hill and on a curve so speed was already slowing down.. But when I went to put the brakes on I had NOTHING. The pedal was to the floor... I tried to pump the brake but still nothing.

I had to take it very slow and leave a huge amount of room between me and anyone else on the road just in case I had to stop again. I drove the truck 88 miles down the road to Mt Vernon when I contacted the roadside assistance line about the brakes as well as using over a half a tank of fuel to go 88 miles. They had Action Towing come out to ensure the truck had brake fluid in it.. The truck had brake fluid...but the brake booster was out on the truck...and I was not able to leave the area - and they had no parts to fix the truck. - Joe was not sure why the truck used a half a TANK of fuel to go 88 miles. I spoke to Venessa **. who was able to get me a room for the night at the DoubleTree hotel. Both Venessa and Joe worked till well after midnight in order to find me a replacement truck and make sure the hotel room was in order.

The next morning the truck was available about 10 am for me to transfer my belongings from one truck to another. The transfer was completed just after 2 pm and I was on the road again. The truck that I was transferred into this time had no Air Conditioning when I contacted U-Haul again. This time about 20 miles outside of Mt. Vernon I was just told to return the truck from where I got it.

I asked about possibly getting the truck serviced along the way. The lady Sarah @ 3:01 pm on April 17th on the line I spoke to said no that the next time I stopped I needed to call back in. Cindy called back about 4:15 pm to see if the transfer was complete... I told her yes...but the truck had no AC they put me into... I also expressed that I was already two days behind on my schedule and asked if they would be extending my contract as well as compensating the extra night hotel room. Cindy told me to make sure I kept my receipt for the hotel room and submit it when I turned in the truck.. She also stated to let the place know of my issues so I would not be charged for the equipment being late. I spoke to the returning location in Florida... They said they do nothing with the hotels or extra time.. That is U-Haul that deals with it..

So in a nut shell.. The location that rented me the truck had to pick up the equipment for me.. They never done any kind of walk around on the truck to explain anything. Being that they picked up the truck they should have had a idea the truck had no brakes.... By giving me a truck with NO BRAKES my life was in jeopardy. I was driving into the mountains in Tennessee and was scared to death that if I was unable to stop going up a on ramp. What was the truck going to do going down a mountain side.

You would like that knowing the truck had a brake issue the replacement truck that was brought would have been in working order. But no... Driving into 90 plus degree weather with no AC made for the most miserable drive possible, even with the window rolled down it was still warm air running in the truck which heat at least in my cause causes me to get tired thus causing for more stops... All this was being down while racing a clock for the return on the equipment so I would not be charged extra. I spent well over $2000 for the truck, tow dolly and labor...and had the worst experience you could have imagined. When I went back in to return the replacement truck the lady at the counter also stated they felt the replacement truck also had a brake issue..

I called U-Haul on 04/01/2019, and over the next 3 days tryna get the other box delivered but no one could tell me anything or when it would be delivered. I was then advised that they need a 48 hrs notice, which I was not advised of at the time the first box was delivered. Both boxes were supposed to be picked up on 04/06/2019, and I’m wasting valuable time trying to figure out when the second box will be received! I call customer service and spoke multiple people multiple times, and was transferred and put on hold without notice, to representatives who had no clue what was going on! I would never recommend U-Haul/U-Box to anyone EVER! Not even my worse enemy! Valuable time, energy and money wasted! So disorganized, and one hand does not know what the other is doing!

After a few more calls and transfers, I was told that I would be delivered another box, which was received on the evening of 04/04/2019, and had to be packed and ready to ship by the night of 04/07/2019. U-Haul caused a lot of stress and anxiety by not being organized, or communicating with their employees or contacted outside help. The boxes were picked up on the morning of 04/08/2019, and taken back to the facility for shipping. I received a call the day the boxes were supposed to be shipped and I was asked if I had used both boxes, as one of the boxes they had inventoried under my order was empty! I informed them that I had used both boxes received, and luckily I had taken photos of the box numbers, which I provided them. You would think that the incompetence stopped there, but it continued.

I received an email regarding payment for the boxes, and I was told that I would receive a credit for the inconvenience and stress that all the issue with U-Haul caused. So I called to make sure I received it and that the payment card on file was updated on 04/15/2019. Again the representatives were useless, I spoke to one woman who was supposed to be updating the account while I was on the phone, so I thought she was still working on the issue, and when I asked was she still there I received no response. I called back to speak with another representative, and she was helpful, but could not get the account adjusted, so I was advised I would receive a call from her manager, which was a woman. On 04/15/2019, I received an automated email that stated my boxes had arrived in my new city and someone from the location would call me to schedule the delivery. No call was received to schedule the delivery.

On 04/17/2019 I received a call from a gentleman in the Phoenix office, who I had to re explain the whole situation to again, as no one ever updates the account with note or the issues going on. He advised that he would look into it and return my call. I also advised him that I would appreciate it if he could resolve the matter ASAP, as I was advised my boxes would be delivered on 04/25/2019, but if they were already in the city that I am in I would like them now. That way I will not be charged a storage fee, if I empty them and they are returned within the 30 days. 6-8 hours went by, and no update or word. So I contacted the gentleman back at the number I received the call from, and he acted as if he had attitude then I followed up with him, and that U-Haul had been screwing him around since 03/25/2019.

He then informed me that he was waiting on a call from the corporate office, regarding the adjustment and credits for the account. I then contacted customer care again in hopes of get a supervisor or manager whom actually knew how to do their job and could be helpful. I requested to speak with one when the representative answered the phone. I provided my info and they looked up my account. Then inquired about my issues, I advised her that my account should be notated. She asked about the boxes that was shipped to the new city, and then advised me that she would contact them. The phone then rang again and it was the location that was supposed to had been contacting me regarding the delivery of the boxes. I was telling the representative my issues and he asked if I wanted to speak with a supervisor, and I stated yes.

I was then advised that they would would turn my call when they were free! Don’t waste your time, or energy dealing with U-Haul, find other POD shipper, or moving company. I would recommend them for trunk rental if you were doing the moving yourself, but honestly the customer service is so horrible I would not recommend them for anything. The lil bit of money you might save is not worth the stress and the issues that you have to deal with. As of now I am still waiting on 3 callbacks from management.

Then finally asked did I have reservation. I did. She stood there in her own world ignoring me. Finally she asked about my hitch. I assured her her it was the right hitch. She walked off and started for the front door. I followed. Once to my vehicle I showed her the hitch. She mumbled something. Under her breath. At this point I'd been dealing with U-Haul for 2 hrs. I finally told her to forget it. I'd would just borrow a trailer. I rent trailers often. But won't be back. I'll just buy my own. Too much hassle.

The truck was a 2016 model that was in great shape with only 44,000 miles on it. Jerry was pleasant, efficient and very professional. I loaded the truck in one day and drove it 560 miles from Portland to Missoula without incident. I had the truck loaded to 21,650 pounds. Right up against the 22,000 GVWR and the V-10 Triton engine did just fine over two mountain passes It cost $240 in fuel all told. Jerry had given me an extra day to unload and return the truck but I didn't need it. They changed the drop off location but went out of their way to make sure I was notified. It was no big deal and again, it was actually closer to where I was located.

The cost to rent the truck, additional equipment and insurance was $1134.00. Penske want $1500 just for the truck before they tacked on all of the little fees that they charge. U-Haul has a few fees too but they were all explained beforehand. Try hiring a moving company to move 10,000 pounds of your stuff for $1350. NO WAY.

There were no additional charges to my credit card, no mix-ups, no breakdowns and no rude people that I dealt with. It was a pleasant experience that got done what I needed to get done. I would not hesitate to use them again. In fact, I need to move another load over in a week or two and I WILL be calling U-Haul. They haven't been around this long because they don't know what they're doing. I'm sure there are a few bad apples here and there but you'll find that in any industry. Don't ever blindly trust anyone. Look out for yourself first. Trust but verify and life will be easier for you. Most of the time the only thing you hear is the bad, THIS is the good.

We had to unpack and repack 11 bikes and camp gear for 7. We had it packed like a 3D puzzle and had to redo it all. We received no assistance although, again, the staff was nice. I guess they don’t want to be liable for breaking or missing items. We kept thinking the silver lining to all this mess will be a full refund. Because they rented us broken (even unsafe) equipment. Nope. After over an hour on the phone with many customer service levels, they decided to refund us $15.

After 45 minutes of not fixing the issue, I cancelled the reservation and called back to make a new reservation and was assisted promptly to get the truck from where I was (this customer person was very helpful) but later that evening when I went to return the truck to "CHELMSFORD, MASSACHUSETTS", where I had arranged the drop off your stupid app/online system informed me that I was to return it BACK TO NEW HAMPSHIRE!

So I called your customer service team who COULD NOT CHANGE THE RESERVATION but gave me another number to call with information that they could change the return location so I called the next number. But they were CLOSED FOR THE EVENING, not to reopen till 9 am the next day (change my weekend plans now!!!).

So I waited till next day (Sunday). When I received an e-mail to inform me to return the truck to LOWELL, MASSACHUSETTS (a different place than I had arranged (CHELMSFORD, MA) but a town further away from my home; so I drove the truck to return the truck WITH MORE GAS THAN I HAD WHEN I PICKED IT UP THE DAY BEFORE and was checked in at the LOWELL facility where the desk clerk kept trying to make excuses for the internet/reservation screw ups and CHARGED ME $6.00 FOR REFUELING!! When I asked him why he charged me for more gas despite my returning the tank with more fuel than what I picked up, he did not know what to say (but gave me the credit on my demand). Will never use your service again!!!!

When I tried to get one from the same area it showed me that was far away from where I wanted to pick up a truck, lol. The website showed trucks in other locations that were far away. So it seemed like a scam on mileage, because I would have to pay for the extra mileage and return the truck back to the far away location. I called customer service. HE asked me for my name and my email address. That was fine. I gave it to him. He then asked me for my credit card information. I refused. His name was Paul. He went on to explain that this was how the system worked and he couldn't tell me what was available until I made a reservation. That's BS and I told him that.

So since he wasn't going to get my credit card information and he knew that, he decided that he could make an exception in my case, which was BS once again. I gave him the ZIP codes that I was looking at online, and all of a sudden while I was looking online, none of the trucks that were available in the area that I was looking in before I was talking to him was available. What a coincidence. So I guess he thought he was going to get my credit card information. No way! He was a scammer and a liar, I hung up on him and I started looking for trucks at Penkse and Budget, which I immediately found a truck for the next day. Look at the reviews on U-Haul and stay away from them!

I spent at least 3 hours dealing with this and called customer service/routing or whatever they call it and got NOTHING. Generic answers that were not helpful. They did offer to transfer me to someone that may help but they had the same generic unhelpful answers as before. THE SYSTEM U-HAUL HAS IN PLACE IS OUTDATED AND INCORRECT AND WHEN YOU CALL YOU MIGHT AS WELL JUST TALK TO A ROCK! I would strongly urge them to invest in Training and equipment updates to track their inventory! This has cost me a full day of work and now I have to work and still have not accomplished the goal of moving my vehicle.

I reached out to customer service via telephone and was informed I would be contacted by management in 72 hours, I was never contacted again. I called CS again today and then found out Sean stated he reached out to me after CS reopened the dispute, he did not! I was also advised on Twitter my claim would be reopened and someone would reach out to me. No one has. I've spoken to numerous friends who stated this has also happened to them, is this some kind of scam?! I then went to visit BBB site and found out U-Haul is not even accredited by them. This whole scheme is ridiculous and the CS reps are more helpful than the actual MANAGEMENT. THESE CASHIERS NEED TO BE RETRAINED, THAT INFORMATION ABOUT ONE-WAY TRIPS IS PERTINENT!!! Not just an FYI!

After waiting 3 more hours the second mechanic arrived and confirmed the front wheel was about to fall off and the truck wasn’t drivable. After 2 more hours of waiting U-Haul called me back and said they would tow the truck to my house for me to unload and to go on home and wait for it. They decided to tow it to a U-Haul shop 90 miles from my home and then I had to take off work and hire someone to drive there to get it. After all this I returned the truck with more fuel than when I received it and they charged me another $20 for refueling. This is what nearly $400 gets you from this company.

After my husband called he was surprised to hear that a smaller truck was twice the price that Budget was charging, $1408 for a 15ft truck compared to $678 for a 16ft truck with Budget. My husband asked if they did price matching, the agent stated that they do but only with Budget and Penske and then the agent continued to research the information. The agent then came back on the line and stated that she had confirmed the price that he had found and then continued to say that there they could not make the reservation because it is their policy not to discount their rates more than 50%; the agent did not reveal this at the time she confirmed that they price match.

He then asked her to speak to her supervisor to see if there was anything they could do; she stated she had confirmed this policy with her direct manager and that they were unable to even enter a manual number to match that 50% policy because corporate has a policy expressly avoiding this manual entry of just a random number to prevent dishonest agents or practices. The agent then asked him to hold and stated that she was going to speak to the regional reservations desk to see if there was anything they could do to accommodate this reservation; the agent then came back on the line and stated that they could do $1000 for the reservation.

My husband then told the agent that what she had just said was contradictory to the policy she had informed him of before; my husband then began to press the issue and asked to speak to a manager or someone higher up because of her fraudulent statements. The agent then stated that it was contradictory but that is what she was instructed to inform him of; she kept on repeating to my husband that she did not know how to respond to him. She finally said to him that she would forward him to the customer action team, at that time the line went dead and it was clear that she dropped the phone call.

These actions are clearly fraudulent and deceptive in nature; my husband will remain true to his word and explore every social media outlet to get this story out. The only saving grace to this story is that my husband spoke to a wonderful agent (Candace) on the Customer Action Team that helped him file a Customer Action Report, she was able to submit a report and informed him that he would receive a phone call from the customer service manager regarding this matter. Big surprise, he has not received a phone call back.

After 2 weeks I had not received a call from a manager and tried calling again and was bounced around several times until I demanded to talk to a manager and was called back 2 hours later. I understand they do not state the trailer is waterproof but my furniture would have been safer covered in a tarp instead of a U-Haul trailer as the water stayed in the trailer. The service I received from U-Haul was terrible and trying to find any answer from them was terrible. I believe they didn't return calls or emails to push me out as far as possible to forget about the incident. I would never recommend U-Haul to anyone. Their customer service is the worst I have ever dealt with even compared to Comcast. They did not once offer to help with anything and instead made me play a waiting game. U-Haul is terrible. Do not use them.

I ask them to call to see if they had the price to get my car down... They went inside supposedly to make call, they came back out and said service center was closed until Monday. Rental was sued back next day. I then ask them how can I gonna do this especially since I had insurance. He shrugged his shoulders and said, "I don't know but we are not helping nor taking this return back from you with no explanation."

I then took the transport to my mechanic & he head ramps to pull car down safely & correctly. I then unloaded my truck and attached transport back on, and then took the truck right back to U-Haul rental located on 118th & Blueridge Blvd. in Grandview, MO. It was well over 5pm when we finished unloading truck. I called down to TX to explain situation to Perry, the site and owner of where I picked up truck in Gladewater, TX. He informed me that can take truck back to drop off site since they were a 24 drop site.

I then took truck back to Grandview, Mo location site... I took pictures of truck & company of final drop location. These guys were very young and very, very unprofessional in their business and service to customers. They were rude to the point of no return, failed to give me proper information and most of all very unprofessional in their work ethics and customer service skills. I will never rent from that location ever again and will not recommend to anyone else!! There was no reason that they should have refused the truck I was returning from TX, I had insurance to cover all and anything that dealt with the U-Haul equipment.

The manager did not have extermination called and he lied to the Stafestor saying he did proper mitigation for rodents, which is not true. This is unfortunate that all of the personal belongings of my late mother have been ruined due to lack of mitigation once they were aware of a person bringing in food that rodents got a hold of and allowed some of the clients to check on their items, but not all of them. Do not put your items here, it will get ruined and you will not get money back.

They hired a moving company that didn’t listen to where we needed items to be able to get to them first. They scratched, dented, broke so many items that it was ridiculous. They loaded in such a way that we couldn’t get our chairs in the next morning and had to leave them behind. It cost us an extra night at a motel in 135.00 plus all the damaged items. If they had of given us a thoroughly checked out truck or at least given us one BEFORE we had it loaded, that would have ok. They denied any wrongdoing, so we are taking them to court. I urge anyone else who’s been monetarily damaged and been treated like dirt to do the same. NEVER EVER AGAIN!!!

Then I called back because my bank would not accept authorizations from the 3rd party. It must come directly from the company. So once again I'm back on the phone with U-Haul customer service. They explain to me that "We can send you a form to give to the bank to release the funds." Again how is this my responsible. Oh and did I mention it would take another 3 to five business days. This whole situation has been completely ridiculous. I will never rent from U-Haul again.

I was forced to hire a freelance U-Haul road service representative, as there were no facilities within 100 miles round trip that could service the vehicle. He charged me $100 cash per hour to fix the incompetent job performed by Fort Walton U-Haul. I was out not only $416.79 paid for a job not done correctly, but to add insult to injury, the manager April failed to even return my handful of calls over a couple days to resolve the matter. Not even the courtesy to return my calls, offer to resolve or fix the problem or provide me a refund for their failed service. I even called the regional manager, Chad, but consistent with his subordinate's lack of response, also failed to return my call. Bottomline, is I definitely would NOT recommend this particular U-Haul facility. And if given this as an example of their lack of customer service, would not frequent U-Haul ever again for any of my needs.

We were on the landline and cell phone and laptop for nearly two hours sorting it out. In the meantime our incomplete order WAS charged in full to our credit card. The website misleads the consumer by promising store pickup and listing inaccurate inventories of individual stores. We considered having the boxes shipped to us but the only choices were free shipping which is 5-10 business days or immediate shipping between 2-3 business days. That would have cost over $140.00 for an order of appx. $100.00. This moving/shipping company abuses shipping costs too. Buyer beware. Egregious business practices. A brand in name only literally. There's nobody behind this company. Nobody's home.

When they got to Tucson we discovered most of their possessions were soaked. When we took the truck back to the U-Haul at South Six Avenue and Ajo Way here in Tucson they inspected the truck told us the roof was leaking really bad. So we file a complaint to the insurance company. They got back to us finally last week. They closed the case, wouldn't pay a cent for damages. This is a multibillion-dollar company and they can't afford to pay for damages? Don't run from these people. They are a rip-off.

I did take my vehicle to another U-Haul location in North Las Vegas where the tech agreed it's crooked and said he could fix it. At that time I contacted U-Haul customer service via Twitter and they requested that I at least go back to the install location so John could assess it. I had no problem doing that but my busy schedule prevented me from getting there until this past weekend. Upon arriving I learned John had been transferred but the three employees present all took a look at my vehicle and could see it was crooked and installed too close just walking up to the vehicle. The current manager, Gabriel, was not present that day but he did call me about a week later to touch base. He really has nothing to do with it except that this happened at his location before it was his location.

I'm still dealing with U-Haul customer service since this installation but a resolution has not been reached yet. On my end I can't say I would recommend them for a hitch install nor at this point would I use them for any future business because so far I have a product I can't fully use and I'm still wasting time trying to get the situation rectified. At this point I'm just out a ton of time when this should have been a one and done type of situation.

I contacted U-Haul Moving & Storage of Philadelphia and U-Haul Customer Service on numerous occasions to try to obtain this information but was instructed that I communicate to the U-Haul Legal Department, in writing, is the only mechanism by which information about this matter may be obtained. I wanted to see if this has occurred to anyone else and what was done to retrieve them? I currently have a lawyer working on this, just wanted to see if there are any other ways to retrieve my items. Lastly, we are thinking about making a Civil Action if there are others that this occurred. Please contact me if this would be something that you would be interested.

This is failure #1, U-Haul had the box for four days and no one contacted me to tell me that they shipped the wrong box or they didn't even realize the wrong box had been shipped until I arrived (I am not sure what is worse at this point). So they have now missed their guaranteed delivery date and screwed me out of a day of work by failing to communicate. I am told that the box was mixed up in Toronto and I should see it the following week. The following week I start to follow up as to where the Ubox and all of my possessions are, and no one can get the story straight, after talking to 5 different people over 3 days I have heard that it never left Vancouver, it was left in Toronto, or it was shipped to Victoria BC, and no one can even start to guess when it will be arriving.

On November 20th I wake up to an email from U-Haul saying my box will be shipping that day with an arrival date of December 6th and they will be charging me another $1100 on December 1st... all under a new contract number... to say the least I am upset. I continue to try and get an answer out of U-Haul as to if this is correct, and figure out what is going on. After two days of calling I have finally have the answer that yes the new delivery date is as expected and that no I will not be charged. Great at least I have a new delivery date, to a new location that is supposed to be able to deliver the box for me to help make up for the day of work and two hours of driving I lost to their communication failure. I have asked for a follow up email regarding the new contract number and how it links to the old contract number so that I have something to reference on future call.

Fast forward to today November 28th, I get an email from them charging me an additional $155 for re-renting the box for another month. So not only do they fail to communicate to their customers they fail to internally manage the issue. I respond to the mail explaining that I will not be paying explaining it is their fault. To which I receive no reply.

November 29th, I get a call from the previous location that the box was supposed to show up saying that they now have my box. Great it's early! I ask when they can deliver it and they have no idea what I am talking about... so back to the phones I go. After three attempts to contact and being passed around from call center to call center spending 2 hours on hold... I finally get an answer to all of my questions. They will not honor the delivery, they still won't give me anything in writing, and I now have scramble to take a day off work, get a truck, and sort out picking the box up in the next couple of days on my own dime.

In the end they only honored their $50 a day guarantee refund and they did refund the additional $155 rental fee, but in my eyes this does not make up for any of the hardship that I was put through, with the days off work, the fuel, the freezing in -10 degree C weather because I didn't have my winter gear, not honoring the delivery and frankly just having zero care for their customer service and the experience they provide.

All of these bad experiences could have been made better with simple communication. Calling me the day the box arrived to notify me there was an issue and that I would hear from them within a reasonable timeframe for what the solution would be, and to keep me updated as to what was going on, and not sending me emails that say I am going to be charged extra money, and leaving me to try and figure out if it is true or not. In the end I am writing this review to hopefully let someone know what they could possibly be in for when using their service. As I never would have guessed I was getting into this nightmare.

I called the next day and they sent a bill to my email address and I was charged for three days. I called back. Even the person who answered the phone said he was confused by the charges. The manager called me back and said that I rented it initially for 8 hours and after that 8 I was charged another time for the remainder of the day. The extra day was another contract and another charge. The blanket rental and insurance was also charged three time since it was “three different service request”. I was also charged for a dolly rental but the seal was already broken and fortunately the manager has noted that. He wouldn’t budge on anything else. Very dissatisfied and still trying to find a solution with U-Haul.

Using an actual phone book, we finally found a dedicated U-Haul store (which wasn't listed at all on the website) and went there. The employees there were very helpful and got us set up quickly. We specified our preferred return location in Gainesville, Florida from a list of options, and they gave us a printout with the address and pertinent information. The truck worked fine for our needs.

The next problem came when we tried to return the truck. We arrived at the location to find it closed, but there was a dropbox for the key. We tried to go through the return process on the U-Haul website, but it had the wrong location listed and would not let us change it. After twenty minutes on the phone with a support person, we finally got the address changed and were able to drop off the key without fear of fees and further hassle. The whole process took us all day, and the website was wrong every step of the way. I was very frustrated, and I'll do everything I can to avoid renting from U-Haul again.

Called U-Haul and apparently that location had a family emergency and had to close, my truck was sitting in their lot, but I couldn’t get it. They then arranged for a 26 foot truck at another place in the same city at a storage rental place. I called the storage place on our way there and they said the U-Haul person wasn't there that and I'd have to wait to talk to him so she took my number and said he'd call me back. I headed back to work in the meantime. She called me back a few minutes later and said I spoke to my son (the U-Haul rep) and she told me he said that truck is going out to someone else in the morning and I couldn't have it for the weekend like I'd booked.

So I called U-Haul again and the scheduling lady pretty much yelled at me to just go there that the truck was guaranteed for me and that the storage place needed to update their system. So I drove there this time and Mr. U-Haul still wasn't there and his mom basically told me to go away cause she has nothing to do with U-Haul and I couldn't have the truck anyways. So I waited in my truck for a bit and then called U-Haul again and the U-Haul person wanted to talk to the person there at the storage place, but the lady refused to talk to them and said she had nothing to do with it. 30 mins later her son finally came back at like 4:45 at this point and they close at 5 and my reservation was for 3:30pm. He logged into his computer and updated his U-Haul system reservations and sure enough the person that had it booked for the next day is gone from the system and the truck was listed for me for the weekend.

He was confused and reluctantly rented me the truck, finally got out of there at 5:30. 2 hours of advocating for myself to sort out the truck issue. This is the 3rd time I've tried to use U-Haul thinking over the years maybe they've gotten better. NOPE! First time I tried to use them, went to pick up a truck and the place closed hours before that and the closing time in the U-Haul system was wrong. Second time was supposed to get a large truck at 8am, all they could give us was a small truck at 3pm. Just always a nightmare. NEVER AGAIN! Do NOT choose U-Haul even though they are cheap. It's not worth the hassle.

The general manager contacted me arguing his employee didn’t do anything wrong. Said he reviewed his video and saw nothing wrong. And the employees that were watching lied and said he didn’t talk to me like that. So I am very upset at business U-Haul on Roosevelt Blvd 7750 Philadelphia PA. I cannot believe this manager is covering for his employee which has violent tendencies as well as verbally abusive language and threats that he did say to me. I hope this story gets picked up and someone comes to help do an investigation into this matter. This isn't the first time I have had a problem with this employee and his mouth and threats.

Maybe she'd like to tell us how much better the portable hitches that U-Haul rents/sells is better. I don't think so. My niece lost her storage key and U-Haul refused to let my husband cut off the lock. Their excuse was that people were breaking into lockers. The contracted person was right in front of her with ID and the U-Haul contract. That's ridiculous, we had to spend $80 for a locksmith for something we could have done. Mind you you have to know the code to get into the storage area before you ever get to your storage locker. When I hear of anyone wanting to store or rent at this U-Haul I will make sure they know what they are dealing with.

I had to call the North Carolina Uhaul the day they were supposed to be delivered; when I spoke with the manager she had no idea where they were. Apparently they do not keep track of your Uboxes during the process. She was finally able to tell me they would arrive three days late. Fine. I understand delays happen. Three days later, no one from Uhaul even gets in touch with me. I HAD to call them AGAIN. I was told she still didn't know where they were and had to call the shipper directly. I called the next day and the next, and finally they were able to tell me they could deliver the 27th.

Since Uhaul has a "guaranteed delivery" date, they apparently offer $50 a day for every day it's late. I called Customer Service and they said they had no record in their system that it was ever supposed to be delivered on October 20, and that in THEIR system it said they would be delivered October 28. EVEN THOUGH I already had possession of the pods on October 27 and even got a confirmation email with my contract right after they were delivered. HOW IS IT NOT IN THE SYSTEM THAT THEY WERE DELIVERED?

Now apparently they have to "put in a request" to the local Uhaul shop's manager to make sure the delivery was actually 7 days late - even though I have various email confirmations from Uhaul - how this is not in their system is beyond me. When they finally arrived we had severe water damage to our couch. Now I have to deal separately with their insurance department - which is probably going to be a nightmare as well. UHAUL YOU ARE TERRIBLE. WORST CUSTOMER SERVICE EVER.

We were left to fix U-Haul's mistake, on the side of the road for over an hour. Once back on the road the tow dolly tire blew. Again we were on the side of the road for an hour. When I called to complain, I was told a manager from corporate would contact me. I am still waiting for that call. When I called back, the customer service operator made the statement, "You made it didn't you." In all fairness, I need to point out the efforts of one young lady who called back to inform me she had sent an email and made a phone call. I was told I would get a phone call by 4:30pm that day. The call never came. Someone should have took responsibility and called us back. This was unacceptable.

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.