U-Haul Reviews

A full ¼ inch smaller ball, one good bump and the entire trailer could have been lost. I did miss the Van Horn off ramp but do not know why. On my return home I will try to find out. Once I finally realized I had done so I was quite a ways East. I decide to stop to talk to a U-Haul guy. I found one and explained my situation and I was shocked to hear his response, "I am not going to make a buck keeping it here, so no I cannot help you." The topography was wrong, did not start to look soon enough. The reason for doing this was to move my trailer to an area my F-150 could tow it the rest of the way to Florida. This information was known by U-Haul before the contract was created. Note: He never even asked me if I was willing to pay for the 3 or 4 days storage. As far as I am concerned, U-Haul has fallen a long way down. A buck is more important than the client.

They don't, but a woman from the regional office in Jackson calls. She couldn't even figure out where I lived and was telling me that we'd have to drive to Meridian (2.5 hrs one way) or Oxford (about 2 hrs one way) to get a truck. She then makes us a reservation for a larger truck that we can pick up in Aberdeen (about 45 mins drive), so better -- but we had to wait a day. She told me that U-Haul guarantees a truck that day (well, not so much), but not at a particular location. Still, my question is: HOW FAR should we have to drive to pick it up?? 5 hrs of driving to get our truck, to then move ourselves in another 16 hour drive??? Give me a break. Never again.

I called the next day to see about some type of discount since we only had the truck for 1 day and NOT 3 days. At that time I was told a manager was not available but someone would call me back the next day. I waited 3 days and then called back. At this point I had already been charged the full amount and the "manager" I spoke to said they are waiting to get the transcript for the phone call which could take a week or more longer (it has already been 4 days) and she had to have this before she could speak to me any further and that she felt it was probably a miscommunication... essentially calling my son a liar!!

I asked how do I have any assurance they would not just say a miscommunication over their employee stating that it had to be returned the next day. The response was they would have no reason to lie... (of course except to keep the full payment amount). I tried to explain that even if it was a miscommunication, it doesn't change that my son still understood that he had to have the truck returned the next morning and did so. I felt a discount should have been given for the 2 days we didn't have the truck. I was then told that it was not their fault if my son misunderstood and took it upon himself to return the truck 2 days early!!! I'm infuriated with this company and would not recommend them to anyone!!!

Luckily, the counter guy had a buddy in Red Deer so he called him and we got the last one there. While at the 2nd location, 3 other customers in line told us similar stories of misinformation and getting either NO equipment or not what they ordered. NOW, on top of this major inconvenience - there was no offer of a discount or any consideration to make up for our extra 4 HOUR drive plus emotional upset!! I will BUY a trailer before I rent from U-Haul again!!

My reservation had been amended to 7:30 am - 2:30 pm on the following day. So, 7 hrs instead of 48 hrs. By the time the call ended at 7:35 am I had less than 24 hrs before my reservation, which meant that according to U-Haul terms, I couldn't cancel the reservation without charge. Nice work U-Haul. I also had removal guys booked ($1800) and no truck 2 days prior to Memorial Day weekend. I called U-Haul customer service who put me through to the regional manager. After 20 mins of back and forth, he sorted the problem and told me it was done and I'd have the truck for 48 hrs. What a relief, right? Except that he'd done nothing at all except get me off the phone.

Fortunately, I double checked online and with the depot, who gave me attitude, and it turned out that my reservation was still 7:30-2:30. I called customer service again and managed to get hold of the same regional manager who claimed to have no recollection of my call 90 mins earlier. After 30 mins of back and forth and the offer of a truck 40 miles away from me, I was finally offered a 'one way' truck from another depot 4 miles away that I could drop off at a separate location.

At this point, I didn't care and took it. The following morning I took an Uber to collect my truck at 7:30 am. I would have driven myself there, but remember I had to drop off at a separate location. The pickup location was remote, in a dead-end industrial storage unit across a mud path bridge on an island. It was pouring with rain when the Uber dropped me and drove off. At this point, I realized the site office was closed. I checked my email confirmation and online booking page and, yes, definitely 7:30 am pick up confirmed.

I found a doorway to shelter from the rain, which was littered with rat droppings. I called the number for the office, which had a cheerful voicemail that told me to call back at 9:30 am. I called U-Haul customer service who seemed surprised that the location didn't open for another 2 hours, but claimed they would get someone out there. I knew this was BS. I stood for 2 hours in a cold doorway filled with rat droppings whilst rain blew in at me sideways. I was 1.5 miles from any store or shelter. It was miserable. Meanwhile, I was losing over $110 an hour with removal guys sat waiting for me. I actually can't be bothered to go into more detail about the state of the truck, the attitude of staff or any of the other problems. This was the worst customer experience I have ever had. The worst by a long way. I will never, ever spend another dime with U-Haul.

One year later, thought I would give them another chance set it all up one week ahead. Then one day before I was to pick up the truck I get an Email saying I had to drive 120 miles to pick up the truck at.99 per mile would cost me $120 just to get the truck to my house. I will never use U-Haul again They don't even care if they treat customers bad or not they will tell you that is the what it is.

Original Review: May 10, 2017

Center 2040 Scenic Hwy n, Snellville, GA, 30078. I made an appointment a week in advance to get a hitch installed on my BMW 328 2014 M. I received 2 emails and one text message from the center, confirming that my appointment was at 7 am in the morning. On arrival at the depot, the manager fiercely debated me that my appointment was not for the 05/09 at 7 am. Even after I showed him the emails as well as the text messages, he refused to acknowledge, or work on my car. I was then referred to the first mentioned depot in Snellville. On stopping there, the manager came yelling out at me for "blocking" the way of one of its trucks. I was in a designated parking. I parked my car, discussed my issue, and they agreed to install the hitch on the contract I had with me.

On my return after 3 hours to fetch my car, it seems that their technician has broken my tail light. A quick call to BMW confirm that a new one costs $265. The U-Haul depot offer a max of $150. At this time I was exhausted, as I had only the morning open to do the install, had already cancelled meetings with clients (that is why I was in Atlanta that day), and lost a lot of time and MONEY because of the first depot refusal to honor their obligation. On arrival at my house, I made an inspection of my car, not only was the rear light broken, but also have they made multiple scratches on my bumper. Yes, I accepted $150 for a $265 replacement, but had no other option? It was nothing or the $150, sort of blackmail. And yes, U-Haul gave me $70 discount on the hitch, because their depot was not willing to honor an appointment.

But this not even approaching the damage to my vehicle, and the money I have lost by missing my appointments, with clients, in Atlanta (The sole reason I was in Atlanta yesterday). I expect the full replacement cost by BMW (that is why we buy them new from BMW), I am not interested in nonbranded replacements. I also expect more than $70 discount. I have used U-Haul multiple times over many years. This may have been the last time.

In the meantime, she suggested that I should book my trailer as they book up quickly. Ok... Let's do that. I booked a 5'x8' CLOSED trailer. We discussed what was going in it (bed, frame, dining room, etc, etc, etc. All the fixing's of a kid's first apartment). 5'x8' closed sounded like it would fit the bill. Yes, we could pick it up in Newmarket (where we live). I was, again, assured that someone would be back to me within the hour to sort out the hitch. Crickets... I called once again the following day to the Scarborough office. The woman who answered looked me up on the computer and said that I had indeed been originally booked for May 2nd and had no idea why it had been changed, but someone would get back to me shortly. I'm still waiting. Fine. Screw it... We borrowed my sister's car because she's got a hitch. Fine...

I called the Newmarket place this morning to be absolutely certain that our trailer was available and sort out final details about pick up, drop off, etc. "You're coming in at 4 pm to pick up?" Ummm NO! 6:45 is what we booked. She quickly rectified that. It's there, we're booked, all set. Good, good, good. All systems go! My husband went to pick it up at the Newmarket location and arrived 20 minutes early. They booked the wrong ** trailer??? Are you kidding me??? So now he has to take a half day off work to go to another town to pick up a trailer tomorrow, so we can load it with all the kid's furniture in 2 hours before we make the 6 hour trek to Ottawa. I'm taking bets as to whether it actually happens. I'm fairly certain my son will be sleeping on an air mattress 'till we can book another weekend to get there.

This has been, hands down, the absolute worst experience I've had with any company, enterprise, group ever in my 48 years. There's money to be made for the person who starts up a rival company because U-haul blows. Completely garbage company with zero accountability to their customers. The ONLY reason they continue is because they're really the only recognizable ones out there. Monopoly does not equate quality.

After several phone calls to U-Haul and being transferred around one of the Customer Service agents was able to find out what the issue was and correct my account information. The moving company (Good Guys Moving Company) finally contacted me and showed up on the scheduled date and time. They were in and out of my house very quickly and did an excellent job.

Well April 27th came and went and no update from U-Haul as to where my U-Box was. I called and was transferred around from Customer Service, to Traffic, to the local store in Oakland, to Customer Service again. I finally spoke with someone who told me they were not sure where my U-Box was and transferred me back to the local Store in Oakland who never answered the phone. I got frustrated and hung up. I had to take care of shipping my car and make other arrangements so I figured my stuff was in Florida and was ok (fingers crossed) even though I still had not heard from U-Haul.

After a week, past the promised delivery date, I contacted the U-Haul location in Oakland for an update, still no answer so I was forwarded to the call center for the stores and was told my U-Box would be in Florida on May 3rd between 9am and 4pm. I asked why was there a delay and was told they did not know and transferred me to Customer Service. Thank the Powers that be for Customer Service agent "BREANNA". YEAH!!! I was very lucky to be her next call because Breanna was very pleasant, helpful and said she would not hang up or transferred me. She was able to tell me exactly when my U-Box would be delivered in Florida, as well as the U-Haul location where my U-Box would be stored. She also updated my contact information and asked if there was anything else she could help me with. She also apologized for all that I had gone through on my previous calls.

When I told friend and family I was using U-Haul for my long distance moving and storage they were surprise because they did not trust them to deliver good service. With my experience I am on the fence about using them again, even for local moves. If it was not for Breanna my relationship with U-Haul would have ended. She took ownership of my issue and made sure all my questions were answered to my satisfaction. If the other Customer Service agents took a page out of the Breanna's playbook then more customers would be less frustrated with their service and probably use them for more than just local moves.

A couple days later I get a call and they are verifying that the May 4th appointment is all set. I ask him for ABSOLUTE GUARANTEE OF THIS DATE and his comments were "ABSOLUTELY, YOU CAN BANK ON IT". SO, I have to reschedule my trip because I need the hitch to pull my trailer. Now today, May 3rd, I get a call and they cannot do the installation because they had a technician quit. I told him he used that lame excuse last time but he claims it is true. I informed him that I would have the hitch installed and I didn't give a damn where he got the technician from. He suggested I go to another store and have them install it and he would call around and find one for me. 10 minutes later he calls and he found another location to do the work but I would have to come there and pick up the hitch and take it to the other location.

Here's the catch, the other store is over 35 miles farther than their store. I informed him that they could reimburse me for gas and time to get this done. His reply was "ABSOLUTELY NOT". LORD, I wish I had read all of these reviews before purchasing thru U-Haul. This whole chain of rentals and hitch installations must be manned by the "Village idiots" from every town. How can they even stay in business with all these complaints and bad press?? It must be they have a basic monopoly on the market. I'll be if someone really pursued the rental and installation business they would run this bunch of inept, worthless, uncaring individuals right into bankruptcy. I wonder if U-Haul even follows up on complaints or reimburses people for their shortcomings? I doubt it because if they did they would improve things dramatically. OBVIOUSLY THEY DON'T GIVE A DAMN ABOUT IT. Well, they'll never see another penny of my business.

I will NEVER rent from U-HAUL again. They care nothing about families or their customers as their recordings states as you wait long periods of time before someone answers the phone. And as another customer stated in her review, they do not walk you around the truck to inspect for damages or show you the fuel tank level. They just give you a key and say, "Look for your truck." What kind of customer service is that? And by the way I even return the truck a day early. Do not rent from the U-HAUL in Lisle, IL at the U-Stor-It location.

They don't know how the mistake happened and the girl in Fontana wants me to rent a truck and take it to their yard and fill the boxes and that will save my 199.00! What in their right mind will I take everything downstairs, load into a truck that I have to pay 29.99 plus mileage to take my stuff and load the U boxes, now they say that they can get the U boxes to me around 5 pm but can't pick them up till Saturday afternoon which I'll already be in Colorado and they're going to sit in a parking lot with everything I own. After this I will never use U-Haul again. I'm still thinking about calling PACK-RAT or PODS... I can't see how you can screw it up after setting it up and confirming it 2 other times that they can get it so screwed up.

However at this point I'm stuck. It's raining and I need to get the truck turned on or pay for another day so I lease the storage space. I also complain to U-Haul about their bait and switch tactics as well as their dealer not honoring their offer. I receive an email from Russ ** who says that he's the president of the company and to get in touch with him and he'll resolve the issue. So I get in touch with him Mr. ** who then tells me, "Oh, I can't help you. I'm the president of the company in Arizona. You're in California."

So at this point I go on the interwebs and find out that the CEO, Joe Schoen, went on national TV and have out his cell phone number (**) and said, "People can't get this organization to behave, I can." So I call him and get the inevitable voicemail. But, Mr. Schoen gave his email (joe@uhaul.com). So I forward the entire email exchange to Mr. Schoen. Almost immediately, Mr. ** calls me. I politely told him that I escalated the matter to the CEO and if the CEO wanted to resolve the situation, he could get in touch with me. Mr. ** then emailed me (misspelling my name) and said, "I'm sorry if my email confused you." What?! Condescending **.

I again informed Mr. ** that I had escalated the matter and didn't wish to be contacted by him. Sure enough, he emails me yet again at which point I figure that for a "president" of a major corporation like U-Haul that he doesn't even possess rudimentary reading comprehension skills. Bottom line, this company is just out to take your money. At least they could be honest about it.

2 Upton UH - I eventually dropped off at 2 Upton (also NO signage btw!). I find out that the gas attendant is UH rep! But when I ask him to sign-off, he REFUSES! He says he will not sign for a truck he knows nothing about! I asked him for his name and he would not provide. He starts yelling! I eventually had to sign the release MYSELF and take pictures for proof I returned in good condition. Wow what a bad experience!

Now I am sick, miserable, and have to take off of my work and lose my pay and I'll be having to care for some sick kids while I do it. Thank you sooo much for making no attempt whatsoever to stop the spread of disease. No Respect for other people!!! I went all winter long without getting sick once, now the weather is beautiful and I have to be stuck inside because this lady doesn't know how to use sanitizer, keep her distance, or most importantly not leave home when sick!

This company (SkyRocket) at 1501 W Little York in Houston Texas provided me the truck. The owner ** did not attempt to give me a walk around the truck, show me the mileage nor gas. But because I am a U-Haul renter I knew the guidelines that they followed and I asked him to give me a tour of the truck. He only showed me the key that goes to the lock in the back. I noticed damage all around the truck so I brought that to his attention so that there wouldn't be no misunderstanding when I returned the truck. The contract he gave me, I noticed it said the tank had 3/4 worth of gas which was untrue so I blew the horn and called Mr. ** back to the truck to show him it was a little above 3/4 of a gallon. So we went back and forth and he said just return it where the gas level is now. I said okay and drove away.

As I was driving I tried turning on the AC. There was hot air blowing out. I quickly called the shop back to tell them this problem and to see of they knew. ** stated he would write something up on the truck and get it fixed for next customer and rushed me off the phone saying he would call me back. Never did he call me back to check on situation. So I pulled over to roll down both windows. Then I noticed blazing heat on my feet as I was driving. I looked down and I kid you not I could see the whole motor/transmission of this big 26 inch truck. The heat that was burning my feet was coming from the motor plus outside heat. I immediately panicked and called ** back. He stated he didn't know what I was talking about and said he would put in a order to get situation fixed when I returned the truck.

So I pulled this truck over again and showed my husband who was following right behind me what was going on. He had to latch down the coverage in the middle of the truck to cover the motor/transmission that was causing fire heat to my feet. So by this time I am absolutely upset and I'm hot from no heat in this truck plus I'm moving around so much on my moving day, just to get back into a truck with no a/c. So unpleasant!

I finished moving at about 645pm. ** said to just call him and update him the time I will be bringing the truck back because he close at 7 but will wait a little time soon could return truck. I explained to him I could get the truck back to him at about 7:10 pm. He stated I could bring it to him as soon as they opened at 10am and he wouldn't charge me for the extra day because I'm guessing he was ready to go home. Okay fine! So I return the truck at 10am sharp. Another customer and I waited on ** for about 15 minutes to get to his business that was supposed to be open at 10am sharp. So that was just the start of ** putting me behind schedule of a busy day. I had to take my daughter to a party, and my mom was waiting on me to pick her up from having her the previous day so that she could start her day.

** checks the truck in the system and tells me I went 166 miles. I immediately got upset and wrote down every single location I went to, got on my Google Maps and wrote down the mileage from location to location. His whole attitude was he didn't care. So right in front his face I called U-Haul customer service. The representative stated that he had charged me for 166 miles plus a extra day of having truck and the insurance I added on. So while on the phone with her I asked him didn't he tell me he was not going to charge me for a extra day. He stated, "I did tell you that". Then he all of a sudden changes his demeanor and says he needs help taking it off, when at first he had this cocky attitude.

I explained to the representative I only went 63.9 miles in this big truck I was skeptical about driving in the first place so there's no way I would have even went that far. She took my complaint and I still ended up paying for 166 miles when I only drove 63.9 miles. He called his area manager ** to learn how to get the extra day off plus insurance coverage but ** kept throwing him off telling him to call U-Haul customer service, and customer service said that ** was who he needed to speak to.

So after 3 whole hours, they finally get the extra day off of my balance but I still have this 166 miles that I have paid for. Over a $100 I have paid for someone else mileage. I waited 5 business days to receive a call from someone in corporate but no one reached out to me on this issue so I called U-Haul back. Representative stated, "Oh they refunded $50 to your account". I told her I have not spoke with anyone regarding that and I wish to talk to someone before they just throw my situation away and just credit me $50. I spent well over $50 for miles I did not drive. She gives me the manager who worked on my case and come to find out, it's **, buddy of **.

So I spoke with him and he says, "Yeah I emailed you and called you (which was a lie) but I only gave you $50 because of your experience with the truck as far as the transmission showing". We checked the mileage and the mileage was correct. I told him there was absolutely no way the mileage was correct. I don't know if someone personally used the truck and did not update the mileage or what, but I know there is no way I have went 166 miles. I calculate my mileage everytime before I get a truck from U-Haul so I will know how much my ending balance would be. He insisted that he was right, I was wrong and that he would compensate me more money if he call the customer who has the truck now and they say the air is not working.

So he emails me finally today and says the customer said it was no issue with air. This has to be a joke right? Why would I lie about not having air? Why would I take out time to call them back and state I don't have air on my busy moving day. I never asked for a discount for not having air ever, so what would my intentions be to lie about not having air? I emailed ** back and said they were a scam and I would not stop until my voice is heard.

I spent nearly $300 for U-Haul that was supposed to be no more than $150 with insurance for my ending balance. This issue has caused me stress and extra money I do not have. I'm so disgusted with U-Haul. They don't even deserve 1 star. I will be writing a letter to the corporate office since no one will call me back from their office. I don't want anyone else to go through what I have been through. So just like I'm taking time out of my busy schedule on my lunch break right now to write this, I will continue to take time out of my busy life to get this matter handled. If U-Haul cannot resolve this issue and recompensate my money, I will definitely be taking this to court. That's a promise! I work entirely too hard to provide for me and my daughter for someone to take advantage of me and rip me off like that.

First is packing. We had packed most of the goods, so there was probably about 2 dozen boxes that the workers needed to pack. The workers were provided with packing materials by us. Boxes, packing paper, tape, and markers. What they called "packing," I call "throwing things in boxes and sealing them." Most of the boxes were half full and no attempt was made to use packing paper or other materials to make sure they were full and wouldn't collapse when things were stacked on them. And fragile items were thrown in with other things, and again, the provided packing paper was never utilized.

Then, the loading and unloading had gone rather well, or so we thought. However, when we went into the storage unit we found that every box marked as "fragile," "very fragile," "crystal," "stemware" or other label indicating that the item needed to be handled with care were on the bottom of book boxes or other heavy things. All of them. Every one. In addition, the half-packed boxes mentioned before were near the bottom of the stacks of other things so everything had collapsed on themselves. Mind you, they had only been in storage for a week when we found this. The home cleaning that was actually done was that the carpets were vacuumed. Since we had already vacuumed the floor, it amounted to them cleaning up their own mess. We spent about 12 hours cleaning the house after they had cleaned it.

Despite all of this, the worse part of the entire ordeal was dealing with the gentleman in the front office. I admit that I had underestimated the time it would take to pack, load and unload, so I told the person on the phone that I needed more time than was originally ordered. He told me I needed to go online and create a new contract. I proceeded to spend the next three hours trying to get the app working on my phone. As I was attempting to do this, the front office person was calling me, harassing me about payment, and threatening to call the police. I asked him if he could just take the credit card payment over the phone, and he was adamant, "No." So I asked him to walk me through getting the payment done on his worthless app. His response was that it was not his problem.

He then contacted the workers and told them to stop working. It took me about 90 minutes to get it fixed, while the workers were doing nothing. This was an hour and a half of paying them for no work. Approximately $270 that hour and a half for nothing. And for this, I got rudeness and harassment from the gentleman at the front office. At one point, that person yelled at my wife when she asked about the cleaning issue and he berated her so fiercely that she had to hang up. But he continued to call back until she told him that she was calling the BBB. He laughed at that notion and said the BBB was a joke and nobody would believe her anyway. Please stay clear of this outfit. We were taken badly.

They told me I could drive to Windermere BC, 3 1/2 hrs each way!! I had already had 2 guys flying from Toronto to Calgary to use the trailer to return to Ontario (3 day drive). I tried 4 times to explain the situation, and problem, to try to find any solution. U-Haul does NOT CARE. They DO NOT CARE ABOUT their customers. DO NOT USE U-HAUL!!! You could get burnt like I did, and they do not care.

I helped her pack the trailer and we took the trailer to San Rafael CA with no issues. When we went to drop off the trailer it was obvious this was a large U-Haul dealer. It took all of 90 seconds to drop off the trailer. They had a "gun" to read some codes much like a rental car company. I was pleased that my daughter was treated with so much respect. I would say that if you want to rent a U-Haul, go to a larger dealer that has this as their primary business, not as a sideline. Both Austin and San Rafael appear to be active communities in regards to people moving and their dealers were great. The dealers had an ample supply of rental options and their people viewed this as their business, not as a sideline. Also, I prefer to do business face to face and had my daughter do the same since she lived in the neighborhood. This seemed to create a smooth process with no misunderstandings.

On 3/16/17 I called U-haul to see what was going on and was told the GENERAL MANAGER looked at the tape and doesn't see me paying cash. Now this is when the light bulb went on. The GENERAL MANAGER is in on the fraud too because had he looked on the tape he would have seen me digging in my purse looking for the coins. He would have seen me turn and ask my daughter if she had any change on her. He would have seen me take money from my daughter and give to the clerk. I wonder how many people they have stolen from. U-haul is not trying to resolve the issue and they don't seem too concerned with the fact that employees are committing fraud.

Rental pick up time 12:00 pm after a long day of moving returned the truck @ 8:00 pm and now you have to go through their new online check in process which involves a series of pictures you have to take: the odometer & gas pic, the cabin pic, the pic of the back of the truck, and lastly the pic of where you parked the truck!! Their online system may not upload the pics so you have to keep trying until it does. Here you tired as hell, maybe hungry & youre taking pics. It gets better. After all this, they charged me double!! Yes indeed, I was double charged. So if you happen to have rent a u-haul review your statement. Better yet dont rent from u-haul. Lets see how long it takes to get my money back. Worst truck rental experience.

When arriving at the facility we were shown the storage unit that we would be receiving, this is where the problem began. To begin with the storage unit had a particle board door with exposed hinges and a lock that was only screwed on with a Phillips head screwdriver (but they require a $15 round lock to be put on it for security). The door had about a 4-inch gap on the top of it and about a three-inch gap underneath of it also. When asking about my PIN number to get in the gate they told me I don't need it right now because the gate is broken and it happens all the time. They can't catch the person who keeps breaking it (which indicates that the cameras are even lax also). They refused to do anything (other than what I could have done online myself) to satisfy.

I asked for a Real storage unit for the same price as what they were trying to pass off a broom closet for, they refused very unprofessionally, the guy in the office hung up on my fiance when he called to request a different unit. I have pictures of how ridiculous the unit was, I also have video of how we were treated by the staff. Now, as recommended by your employee, I had no choice but to leave my belongings in a bigger unit (with a real door) but also at a higher cost, and in a facility with no gate half of the time. I feel that something should be done about this situation. I have also already called customer service to complain (with no response from U-haul, of course).

But instead. They charge me 99 cents a mile. I live in lake Nona and was carrying some moving boxes to st. Cloud. Fl. One route straight from my home. I rented from around 9:20 am to 4 pm I drop it off. I dislocate my arm trying to close the big door on the truck. And after an hr my neighbor came and help. And I didn't complain about my arm, which I got some witness. When I try to complain the guy on the phone was acting sarcastically and said. "I drove the car to Tampa. I already complain to corporate and answer.

I just find out last week. I am not the only one who been abuse by this business. The mgr. Was extremely... Sarcastically and show up in the front desk, didn't introduce himself and walk away with offering help. MOST. AWFUL BUSINESS. I AM WRITTEN ALL THE REVIEW I CAN FOR THIS BUSINESS. I RENT THERE ON Dec 4, 2017.

The system was not allowing the change of trailer worker made so he just bypassed it scratching out original trailer number and writing in the wrong one he gave me. Had to readjust straps because they were put on wrong and bound up in ratchet, and had to scrape out slide for ratchets in front that were caked with dirt to adjust for proper fit of straps on the correct trailer. This kind of service is not acceptable!

I then exited the building and instead of leaving, I went to the back only to find the van with my property in it, totally ransacked. It was sickening. I still had the key and unlocked the door to grab my purse and Chris slammed the door on my hand then proceeded to manhandle me with his body trying to get me away from the van. Because I was taking pictures. I have the recording and the pictures to back up my statement. The result was I called the police who then ordered Chris to allow me to get my things. The van was so jumbled I just threw everything in my friend's truck. When I got home I noticed quite a few items missing. Mainly my laptop. It isn't worth much. But, it has irreplaceable pictures of my grandchildren, of my grandma who passed away that I can't get back. Chris denies stealing items from the van and has refused to return my laptop.

Fix your fudging website! Inventories are real-time and that's why you have these computers in all your stores! If there isn't one available then don't allow us to reserve one thinking it will be there when we get there! And don't blame it on the local franchise, it's squarely on U-haul and its website! Thank god I didn't see one in a town farther away! Apparently they didn't charge my card but they didn't say it wouldn't be available either! I guess ACME Rentals is my new Rental outfit!

On top of this, in the middle of a nice icy Canadian winter, they gave me a truck with extremely bald tires. As I pulled up out front of my new house the truck became stuck in the middle of the road! After unloading the truck, myself, my neighbours, all of my family, and a police officer who was passing by had to spend 3 hours getting the truck to the end of the street where I finally found traction. They all expressed fear on how I was even going to get back to the lot with the tires provided. Needless to say, all of my concerns were brought up to the staff. I even attempted to contact their head office, and it seems as though they are trying to sweep this under the carpet. So I will not let up, and I will spread the word as far as I can. PLEASE, PLEASE, STAY AWAY FROM THIS BUSINESS. There are many other truck rental companies out there who will gladly accept your business and follow it up with the proper customer service I would expect.

Going for convenience was a mistake. The drawbar sent with the kit was too short to fit the vehicle. I called U-Haul to notify them of the problem and ask them to issue a return packing slip for shipping that item back. I was told by David that U-Haul does not print return shipping labels (yes, not just in my particular situation, but for any reason). He said however, that I could return the item to a U-Haul center for a full refund. I informed him that it took an hour and a half, one way, to get to the nearest U-Haul center that could accept the part. He told me that my only other option was paying the full shipping amount to return it. I complained that this was their system's failing and I should not incur that cost and David said that he would have the system's manager, Jeff, review the case and give me a callback.

4 days later, with no call received, I called U-Haul back to find out that the message hadn't be relayed properly (surprise!) but that the case had been reviewed and it had been determined that the bar was the correct length. I guess Jeff has never had his hands dirty actually installing one of these bars, because it was most definitely NOT the correct part. So, not only was my time wasted with a last-minute scramble for the correct drawbar right before our move, and wasted getting shuffled around departments within the U-Haul call center, but was ultimately wasted in the end by a stubborn and egotistical systems manager with no experience under a car and I still did not get a satisfactory resolution to my problem. Thanks, Jeff!

So I talk to the regional manager in SC. She tells me oh they can have my boxes sent as soon as they find a carrier with a possible ETA being Dec 22, 2 days before Christmas eve. Well on the 15th I get a call from the SC regional manager as I'm boarding my plane for to tell me that my boxes had left and would arrive on the 16th or 17th. Well that was a lie. No one knew where my boxes were and was still telling me that my boxes were scheduled for Dec 22nd. Ok I get a call on the 19th from U-Haul delivery lady to schedule delivery time, but she can't deliver on the 22nd, she can only deliver on the 23rd!!

So I call today the 20th and I'm being transferred from 1 place to the next about my boxes and get told by the location where my boxes are suppose to be that my boxes arrived today. Yet 30 minutes later after I talk to the regional office in TX that my boxes arrived on the 16th!! They are disorganized, a bunch of liars and have not done anything but pass me around the berry bush to pacify me. I will never do business with them again!! Then they had me down for 3 boxes to be shipped and my reservation and quote was for 2 boxes later to find out that was incorrect quoting as well. The only thing they did do was reimburse me for those 2 payments charged to my card for rent that I was unaware of.

After I started loading up the truck, I realized that the truck seemed a lot smaller than what it should be. Once I got done unpacking, I measured the inside of the box. The main part of the box was 12' long, not 15'. Granted, there is what is called "Mom's Attic" but that is only about 2' high and at the top of the box where heavy stuff cannot be placed. This special section adds another 2 1/2' to the 12' total which still gives you under 15'. When I called up Customer Service to complain, the lady was argumentative with me and then made it like she couldn't hear me and hung up. As far as I'm concerned, this is the last time I'm using U-Haul.

Within another 30 miles the same alarm went off and again we pulled over quickly. This time there was oil mixing with the water system. The same mechanic was sent and said this truck was not making any more miles. This took nearly 5 hours to get towed and checked into a hotel. We made a total of 100 miles in around 15 hours. The next day we had no option but to move the load ourselves into a new truck. This put us behind schedule even though I had allowed for an entire day of extra time. We had no choice but to drive through the night and then on less than a couple hours of sleep, unload the truck to get it to the return dealer on time, and so that my helpers could make their flights. In total we were delayed about 30 hours.

The customer service (U-haul) was mostly unhelpful in actually accomplishing anything despite their mildly apologetic attitude. Since the return they have been slow to respond and with an offering of $270ish for a refund of the $1033. Considering the position they put us in after delaying us by 30 hours due to their defunct truck this is not nearly enough. This truck had at least 3, likely 4, SEPARATE issues, which is clearly not a truck that is functional for a trip across the country. I consider the 'help' they offered the absolute bare minimum, not what should be compensated for this size of failure.

Their customer service follows the plan of make them give up before you give in. Not one time did I get an actual solution to any problem without having it dealt with on my own first. They never offered help in any way that was useful to me but only in what it would save them time or money. This all being said, the actual in person GMs that I spoke with at 2 different dealerships were friendly and as helpful as they could be (not very, due to corporate constraints).

We looked at changing our flights to a couple of days later, but it was very expensive AND U-Haul could not confirm a delivery date. I called U-Haul at least 30 times over the course of the 2 week experience and I never got any help. At one point, they told us the box had actually arrived in New Orleans on Friday the 11th, but the truck was "broken", so they couldn't unload it there and had to take it to Baton Rouge. We said, well we can go get it there. But of course, the shipping company was "closed" all weekend. I don't believe any of it. I think they didn't ship it out of Kentucky when they said they would and just did not want to admit it. On the evening of Saturday the 12th, after I had called U-Haul corporate offices MANY times on Friday and Saturday, someone from the New Orleans location called to say the box was there and we could pick it up Sunday morning.

We thought "Woo Hoo", we can at least get it unloaded and get our daughter partially settled before we had to leave on Monday. We borrowed a pickup truck with a trailer hitch and went to get the box. Since we did not have moving helpers lined up for Sunday, we decided we would unload it ourselves. After waiting at the U-Haul counter for over an hour while they looked for our box, it turned out it was NOT our box. It was an empty box - someone there thought we had been calling to arrange for a box to load up. I could go on and on, but this would be too long. Just know that every single thing about this experience was a total nightmare. Do not use U-Box!

We then rented a trailer about a month ago. Figured, hey it's a trailer, what can go wrong? The U-Haul rep hooked up the trailer to our truck, we drove about 2 km, loaded up the trailer with a friend's belongings. We then drove about 400 km and unloaded the trailer. The truck and trailer were parked for the weekend, and then 2 days later we started to drive back to our original starting point. About half way there, there was a bump in the road and the trailer came off the hitch. It smashed into our bumper and did quite a bit of damage. When we initially drove with the trailer full, we stopped about 4 times in 400 km and tightened up the trailer, as the hitch kept coming loose. My husband said it was quite common with that type of hitch and was not surprised, which is why he kept checking.

On the way home we checked once, but it was soon after that it came off. When it came off, the trailer brakes did not work either. We made a claim with U-Haul and they said that they would have their insurance company call us back. We did end up hearing from an extremely cranky and rude woman at the insurance company. She kept changing her story as I asked her more questions. But basically, they denied any claim for the following reasons. We drove 399 miles before the trailer came off. (She originally told me that after 400 miles were drove, there is different insurance depending on how far you drive?, when I questioned her about this again, she changed it and said that we drove 400 miles, not 399, and it wasn't an official rule, it's just something they take into consideration).

She also said that because the trailer was away from a U-Haul location for more than 24 hours, they don't know where it was or if we did anything to it, so we could have caused the damages. She also told us that U-Haul is not supposed to connect the trailers themselves, we are supposed to connect it to our own vehicle. When we told her that U-Haul connected it, her story changed and she said that she was going to check the video to ensure it was installed properly. We asked her about the video. She said that she could see the U-Haul rep hooking up the trailer, but could not see his actual hands or the hitch. I asked how she knew he did it properly, and she said because of the time he was there. WHAT???? They also refused to provide any copy of the video to us.

After obtaining all the documentation, such as estimates, pictures, and replacement costs I submitted the claim. Two months later I received a statement from Repwest that said they do not cover water damage. They also said it was U-Haul's fault for renting to me a damaged truck. U-Haul has not responded. So, there is some consumer rage here in Indiana.

Next, U-haul did not trust my judgement when I told them the truck would most definitely need to be towed as the front wheel bearing had blown and the wheel mount was grinding on the axle. Thus they decided to send a service rep (without a tow truck) to my location to decide whether the truck really need a tow or not. The rep (a friendly man thankfully) arrived 30 minutes later (putting us at 1 hr. on the side of the busy interstate) and sure enough he confirmed the truck needed to be towed. He then had to call U-haul to request a tow truck, which of course took another 20-30 minutes even though the service rep urged U-Haul to act quickly as we were stuck in a precarious spot. Mind you, the time is now about 5:30 Pm after breaking down at around 4-4:15 PM, so it is beginning to get dark.

U-Haul then gave us an ETA of 90 minutes for the tow truck to arrive at our location to tow our truck and transport us to our final destination. Not only was the ETA absurd for such a populated area but the real kicker was that U-Haul was only concerned with towing their truck not my personal trailer which I was using the U-Haul truck to tow. In fact there was hardly a thing in the back of the truck itself. The sole reason for me to rent the truck was to pull my trailer but U-Haul made it perfectly clear that my trailer was not their responsibility and I would have to figure out how to get it off the interstate myself.

Luckily I was only about an hour from my destination which was my parents house and they were able to come help us off the side of the road. My dad was able to go to a store buy a new trailer hitch, replace a stuck hitch with the new one, drive an hour to us (with traffic), pick up my wife, me and my trailer in the dark and arrive home before U-Haul was able to get a tow truck to their broken down truck (I know this because the tow company dropped off the truck at my parents house about 1-1.5 hrs after we arrived home).

All in all, I had to speak to 5-6 different U-Haul customer service reps, make many phone calls to U-Haul because their communication was poor, describe my location 3-4 separate times, describe my situation 3 separate times and provide my own ride and trailer tow to my final destination. If I did not have help from my parents I would have had to wait for U-Haul's service on the side of the interstate for about 3.5 hours (half of that time in the dark) and they would have left my trailer on the side of the interstate.

I am very courteous to customer service people. I understand they deal with difficult people who are oftentimes wrongly and overly upset with them and so I try to be patient and calm if not kind when I am speaking with them. Of course, after multiple phone calls and hours of getting us nowhere, I am sure the frustration showed in my speech. Although almost all the reps I spoke with were respectful and at least trying to be helpful, there were 2 reps that became short with me. This I believe to be unacceptable as after all my wife and I were the ones on the side of the interstate in the dark.

Lastly, I requested to speak to someone about obtaining a refund on Friday morning (the day after the incident occurred). It is now Tuesday and I have not received a call even though they said I would be called in two days (I assumed they meant business days). Although U-Haul is a huge company and so I understand they must have a lot going on, I have to conclude they do not show much care for the individual customer.

Needless to say I had to reserve another truck through a different competitor, pay for storage and double pay my movers not only to load but unload and was lucky they did it cause they had another job scheduled. Luckily we finished in the time they were supposed to be. Had they just loaded they would of been done earlier but used up the extra time to unload. Needless to say I ended up leaving my stuff behind and now have to come up with extra money to go back to get it.

I complained to U-Haul filed the report not one but twice. Still no response. I get a call from the storage unit wanting payment for my storage unit when month was up and found out U-Haul cancelled my truck but not the free storage. I was lucky the guy canceled it again with no charge. It's been 2 months and still haven't answered my complaint.

My brother is friends with one of the corporate U-Haul associates in az. I emailed her and she replied back she look into it. That was a month ago and still waiting with no call back no emails of any updates. I used U-Haul for 30 yrs for my moving needs. Never again will I use them again. They lie they cant get your reservation right and they don't comply with fixing their mess ups. Unfortunately you have to rate with one star to go any further. I'm rating 0 stars. You all suck U-Haul. Very unlikely will refer you to anyone who needs a move.

When I went to the other location to pick up the tow dolly I noted one of the straps was torn. They indicated they do not keep the replacement straps and that I would need to drive the dolly back to the location where I had made my original reservation to have the strap replaced. This is the second time this has happened to me where U-Haul sent me to a non-official U-Haul site (one at a convenience store and one at a used car lot) where I had to wait a very long time because they don't have staff dedicated to U-haul equipment and then had to drive equipment to official an U-Haul site to have the equipment repaired. In summary don't plan on picking up the equipment where you reserved it, don't expect them to honor their reservation guarantee, and allow time for equipment to be transported and repaired at another U-Haul site.

They did finally send us to the Hearne Rd location and those people were helpful. The truck that we were transferred into that had just been serviced had no oil in it. I found that problem myself. The truck we ended up taking to North Carolina had severe issues with the headlights. Their equipment is crap. I would strongly suggest looking at other companies.

If you do take theirs do a full safety inspection and check it out completely. Their people do a very poor job. I am giving U-Haul no stars as their equipment and their process is broken. We did recover a small amount of money from them but they cost us extra time, extra dollars and a world of aggravation. This requires I do at least one star. Frankly they do not even deserve that. I am pissed and will find every site that I can to voice my opinion and I do intend to write the president of UHaul. You think that they are one company. Nope, they have a structure that no one is at fault. I have used U-Haul for 40 years. Never again!

Having just called them they said that I could pay 1/2 the bill and would be allowed 24 hours to get all of my stuff out! So I made arrangements with them to get my stuff out on the third of November! But hopefully I can get it out sooner if ever according to their standards! They are lying cheating ** and I will never recommend them, for anything! So they can stick this review in their crack pipe and smoke it!! Also a foot note about the rental department! When I rented the truck I did not have a drivers license! Thus they should not have rented me a truck!!! However they did, but I had to have a licensed driver for it! Well I did but they took no information from her! So when she stole the truck and went joy riding around town I called them and told them that.

I could not bring the truck in at the moment because of the situation so they said to bring it in the next day! I agreed! However the truck still was not back! So I waited and then had to drive the truck in myself! But since they had not taken any information from the supposed driver I was stuck with the bill and the mileage! Now instead of the $700.00 for the week I was stuck with the full $1200 plus bill even though I told them what had happened!

Rushing to fill the unit within 24hrs for that new pick up time/date, after I called numerous times speaking with over a dozen associates/management throughout the week wasting hours being told the delivery date would remain the same, still the U-box was delivered after guarantee/contracted date. The U-Box was then delivered 2 days later. At one point they didn't even have my new address for delivery even after talking to multiple associates and in addition was even told they do not make deliveries on Sundays once I finally received the U-box, so why did the company contract a guaranteed Sunday delivery date?!

The massive issue was I arranged movers based on the initial booking of the U-Box and the guarantee arrival date which now I am out $$$ and NO assistance to empty the box into my 2nd floor unit. Never received the promised $50 late delivery date reimbursement either and probably won't as I had to file an additional costumer complaint.

The only employee that was great at the very end of this entire ordeal was the Manager ** at the U-Haul Moving & Storage at Buckley Rd. in CO. I am so very disappointed U-Haul with your overall services. Associates lied as well as management throughout this process which makes an awful customer service experience. This entire process left me feeling deceived, being lied to over and over again, to the point it brought me to tears multiple times. I will never use or recommend the company based on this horrible experience!

Upon dropping the trailer the following day on Barlow trail branch, all entrance and streets surrounding this U-Haul center were fully closed and blocked with U-Haul trucks on west, south and east sides, no way to enter or drop your trailer at location! I call emergency assistance; to drop it in another near location in Blackfoot trail SE, they refused or robbing me in more $$$ extra-charges!!! I informed them I have to drop the trailer on EAST side street beside another U-Haul truck and I did as I have to return it on same location NE. Dummy customer service wrote my name wrong on their database make it impossible to track my file for the refund of my money 39.95 $ left. Answer NO Money as OBJECTION! Providing the fact that I fired complaint to U-Haul 24/7 office assistance.

The trailer without lift jack stands against customer body safety as it can cause back injury. I reported a complaints to roads Canada transport asking them to send professional inspector(s) to U-Haul. It a process of money $$$ Robbery, abusing physically and mentally-emotionally me as U-Haul customer in just one day renting... extremely Bad Company and/or Branch. When I legally threat them by taking them to court sue legal action they change the story by saying "We will send your cheque in 3 weeks" and god knows WHAT THE HELL IS GOING ON. I REPORTED THIS MATTER TO THE CEO OF U-HAUL. HIS CELL PHONE: **. I am waiting for his correction response after we talked.

Now I get my estimate reviewed and they revise it today saying they found cheaper parts. I'm sorry I don't want cheap parts on my vehicle when if it was damage I or anyone else cause to their equipment insure they are not going to let us go find cheaper parts to repair their equipment. My estimate was from a body shop that is reputable and has been in business for years. This experience I have had with U-Haul has made me choose to not rent or purchase anything from them. I thought maybe I would have my attorney get involved but I really would like to resolve this case without them.

So on 9/20/16 I called back to make sure my reservation was secure and all good and was told yes I was all set. Well that was a LIE! I then received a call on 9/29/16 at 7:15am from the store manager who made his disappointing calls to inform me that the truck I had reserved was no longer going to be available because it was deemed "Not customer ready". What! So then I was told that they have to take the truck to be repaired because apparently there was an accident in that truck & they can't send it out for the next customer to reserve and that someone would give me a call back when a truck is available.

I then get a call from another person who delivered more bad news and stated that they did have a truck but it was only a "20 ft" foot truck, I didn't ask for a "20 ft" truck, top of that they then stated that I would have to go another location to pick it up. Now how is that good customer service? What promise as their voice recording states. They make promises but does not keep them. If am moving at 10:00am why would I take a truck that is out of my way and then reschedule my help and truck for a later time. They told me they would have a truck at 4pm that day. U-Hall needs to retrain their staff on inventory and not tell customers that they will have a truck on the day they reserved. This can be very upsetting to the customer.

I had to wait the next day to find out the truck couldn't be fixed and had to be towed to my destination to be unloaded, and they gave me another truck whole day wasted. Was able to get another truck that night at 7 pm. Mind you trucks are normally turned in by the time you normally pick up. Our time was 10 am we got call after call to return the truck after we lost the whole day!! So they extended the time out and we finished moving. We returned the truck clean like asked but since they said I didn't have to pay for anything else we figured that was all, NOPE!! They charged us another 30.53 for gas because we didn't fill the truck up!!

After countless calls to the insurance provider because stuff was damaged in the move was told that has to be covered by homeowner's insurance, and was told we would get refund of all monies spent, that we still haven't seen!! This was the WORST moving experience EVER and I wouldn't use them again if they were the LAST moving company on the earth!!! They are nothing but liars and they don't refund as promised!!! And now when I call they put me on hold until that times out and the call ends. So needless to say they know who I am!! Just sorry company and they don't stand by their word!

In speaking to U haul we were assured it would be delivered on time. Later upon the 5 of us arriving in Calgary, we were informed (upon our call not theirs) that the box was in transit or was in the yard and hadn't been processed. They weren't sure where it was or when it would be delivered!! It was imperative that we get that box on the Monday as we were guaranteed by the original email on booking that it would be in Calgary Sunday. Long story short, it did not arrive and we had to incur expenses of a hotel and food that was not planned. We were to stay in my daughters place and obviously without any furniture etc that wouldn't be happening.

Finally later the following afternoon after we had placed several calls, the box was scheduled to arrive in 1/2 hour. Great!! No not great, they wanted us to hold a spot on the road for the truck and box for easier delivery for them and we waited on the side of the road for over two hours. Next it arrives only for us to find that it had been bolted shut! We didn't have any tools so now the process of getting some to get that darned box opened!! The delivery guy wanted to go ask our neighbours. We didn't know any of them and that wasn't our problem. Finally it is opened, we empty it and move my daughter into her new place. Kim from Calgary promised us a $150.00 credit for the delay. Fine. Later we found it had not been processed or the complaint of no return calls as promised, or the resolution for the additional expenses incurred etc.

When home we started calling u haul once again to be transferred off to several different departments/people. All of which nobody would assume the role to figure anything out but always say it wasn't their department. Especially of interest is the Ontario (Brampton) office kept saying it was the Calgary office department that had to look after this and Calgary would refer us to Ontario. So we started this process in July and here we are in September!! Still no resolution, no credit even on the guarantee delivery reimbursement! Nobody wants to take charge, nobody apparently is in charge.

Here are some of the names of people I spoke to: Kim (many times), Cassandra (at least 4 times), C-Ung (don't know how you spell it - thats how it is pronounced), Sherry, Jason, Francisco, Taylor, Diane, Johnny, Debra, Sherne... The list goes on and then todays list of people. Seriously horrible customer service! Nobody ever calls you back, nothing is ever resolved, and obviously they don't care. Someone called a Traffic Control Manager was to call me. Never did. Apparently that is the highest point I can get to. Please help me!!!

For the waste of time on hold, the waste of time calling, the literally hundreds of phone calls, the failed customer service promises, the failed guarantee they offer. I deserve a HUGE credit!!! The stress is too much, especially during the time we spent in Calgary not knowing if the box would arrive before our return flight. We were supposed to have a couple days to enjoy each other, sight see, and unwind but we only had one day and by that time we were mentally and physically exhausted. U haul needs to treat their customers with respect and meet deadlines. When they fail, they need to step up and fix it! This is just a baseline for what happened... Imagine what I could add if I went into detail!

U haul would often tell me they couldn't find my order # so I would tell them to try my husbands cell # which they could find info then. The name the contract was under - Tim ** and the box was originally delivered to **. As well they keep trying to tell me the contract was for a dolly and blankets. If that was the case why did they bill me for a u box?!! Then put the credit back for that and charge me for a dolly and blankets... So much cheaper! I can access emails of the original transaction as well as when u haul changed the information without our consent or advising us. Either way it would have been too late to change our flights! Thank you.

The employee said "what bolts?" He said he was new, and didn't understand. We both then walked out to my box, that was then attached to my truck. I went to show him, and discovered there was only the single bolt, and no nuts. I commented, and then he said "Is this your lock?" I said it was, and then he sighed with relief. I then stupidly took my second U-Box to my current home. Once home, I then opened the box less than 2 hours after arriving. I immediately noticed the contents of the box was arranged much different than I packed it. There was also much less items in it than when I personally closed and locked it.

Even worse, this is the third attempt I made at getting a hitch appointment in the same day. The first scheduled it 2 hours before the location opens on a day they are all booked up. The second try they scheduled it on a day the location is closed (or at least doesn't install hitches). All three issues were because the call center schedules and promises things that the local locations can't deliver.

And when I called they were charging me $400+ so I said "listen the bank cancelled my debit card as I had a problem with identify theft. Can you guys just keep it as a credit, and I will use it when I need the truck which I won't need this weekend because my closing date was moved, but it will be sometime in September." They are refusing to do it. The bank does not have the money. U-Haul refuses to give me a credit for giving me such a hard time and not following through. Horrible!

For reference, when I moved across the country from Brooklyn to Berkeley and hired a professional moving company, my possessions took up about 350 cubic feet and the movers charged me $1300 to load everything, drive the truck to California, and place my possessions in storage for a month until my lease out here started. It took two hours for three guys to carry my possessions (54 pieces) down six flights of stairs in 90-degree heat and load the truck. My point is, I feel I had a realistic perception of the "worst case scenario."

Under the circumstances since it was a local move and only about 4 miles, a 20-30 minute drive at most. I reasoned that I could get a 10' truck and a couple of movers and still get it done for about $500 maximum. Mythic charged $160 for two hours plus $78 for each additional hour and the truck was about $120. So it seemed like this whole thing would work out as planned.

I received barely 24 hours' notice that I'd be picking up the truck at 5:30 pm. The person who called me from the 6th Street U-Haul pickup location in Berkeley was vague and did not speak clearly. Rather than attempting to help me directly or answer my questions, they made me call the general customer service number. I had counted on being able to move out first thing in the morning and put that as my preference, which was not indicated clearly on the website at all. When I called customer service to express my frustration, the agent hung up on me.

I called the movers and let them know the truck would not be available until 5:30. It was also a surprise to me that I'd have to have them pick it up in Berkeley instead of Emeryville. Again, I had put Emeryville as my preference because it was easier for me to get there via public transit if necessary. Again, this was all the day before -- Friday, July 29th -- for a move I had started planning two weeks in advance. My plan then became to move in the evening and then once the apartment was empty, stay overnight to clean and paint so that I could be out by Sunday at noon (required by my building management company) and get my security deposit back. Originally, I would have done this Saturday afternoon but since I could not get the truck until 5:30, it was impossible.

On the day of the move, I was getting ready and finishing my packing at about 3:00 when the U-Haul location in Berkeley called to ask if I could pick up the truck at 5 instead of 5:30 because apparently they closed at 5:30. When I asked why this was not mentioned to me yesterday, they were evasive and vague. I called the movers to let them know of the second schedule change. They said they'd probably still get there closer to 5:30. I'm imagining they had another job that day. I called the U-Haul in Berkeley back and told them and they said it was fine, just to get there as close to 5:30 as possible.

At 5:30, the movers showed up to pick up the truck and the U-Haul office in Berkeley called to tell me they could not rent to me because of an "E-Alert" on my account due to an outstanding charge from a prior rental. I had never rented from U-Haul before so this was impossible. They once again told me to call customer service to figure it out. Not once did Mythic Movers suggest renting through them, and they were vague as to why I could not, when I asked.

Not once did the person I spoke with at U-Haul in Berkeley suggest I get someone else to rent the truck for me, which in my panic was not something I thought of. As stated, it was imperative that I be out of the apartment by Sunday afternoon in order to get my security deposit back, which was over $1400. Not a single person even mentioned that U-Haul in Berkeley would close soon. I figured they were staying open to be able to handle this issue. They were apparently unable to find the source of the E-Alert or release it from their end. I was passed off to the general customer service number again.

I spoke with Melinda who finally determined that somehow my New York State ID number had gotten attached to someone else's name, who had fraudulently attempted to rent a truck using my ID number. For whatever reason, nobody at U-Haul in Berkeley could see this information and once again, they were rude and unhelpful when I explained the crisis I was in. When we got disconnected and I tried to call back, they did not answer. When Melinda tried to call to resolve the issue with them, they did not answer, which wasted valuable time for me.

For what it's worth, I do recall getting a strange text from what I assumed at the time was Mythic Movers with their payment code, and the URL being uhal.com (perhaps misspelled). It was on my phone and I hurriedly clicked on it, then closed the browser not realizing it might have been a bad URL, figuring I'd deal with it later. This may or may not have contributed to this incident. I really don't know, I just wanted my truck.

Melinda sent me a screenshot of the name she saw on her end who'd tried to rent my truck and caused the E-Alert to show up. By this time, the U-Haul location in Berkeley had closed without telling me, the movers left without telling me, it was almost 8:00 on Saturday, and I had no truck and no way to be out by the next day. I booked a second U-Haul figuring I'd just pay the E-Alert and work out it with the billing department later as per Melinda's suggestion. However, I still had no one available to drive it, so I then canceled that booking.

Out of desperation, I booked a mover with a pickup truck through TaskRabbit for $780. The move took six hours and two trips and I still had to carry things, which I had not planned on. I had to pay two additional people $75 each to cover this. So it was $930 and it took twice as long. I also lost $300 from my security deposit for my apartment. If my original plan had worked out, I would not have spent that much. The entire situation was extremely emotionally traumatic for me and cost me more than double the time, resources, money, and energy. When I first contacted U-Haul, they said the most they could offer me was fifty dollars, which is ridiculous. It's also taken me a month to try and resolve this.

An issue also occurred with my other son when he rented a U-Haul to move cross country. Ineffective brakes coming down the mountain into Albuquerque, NM. My recommendation if you are considering renting anything from U-Haul - don't do it. They apparently operate unsafe vehicles. Your life is more important. In reviewing the posts of others who have rented from U-Haul, it appears to me someone should legally take U-Haul to task for their business practices and unsafe vehicles.

U-Haul, this is the absolute last time I will even consider using your business, and if anyone ever asks me I will be more than happy to share my stories and as truth is an absolute defense, go ahead and claim defamation. U-Haul obviously knows absolutely zero about customer satisfaction and doesn't care about it because in my personal experience this sort of thing has happened over a 10-year period and is still happening. If I had the time to get another truck from another rental company I would, but can't risk it. So I'll pay the extra miles, get my move over and be done with U-Haul forever.

Shame the lowest score I could give is 1 star because in this customer's opinion, U-Haul is negative stars. If you are considering renting a truck from U-Haul, think twice and check their competitors. Oh I almost forgot. The rentals "my" truck was given to were heading out of state whereas I would have returned the truck to the same location after moving in town. Can we guess why "my" reservation was not honored?

When they informed me at the time they were supposed to arrive (12:30 pm) that they were running late, I had no choice but to start carrying my boxes on my own. 45 minutes later, the only things left to carry were my bed, box springs, couch, and bed frame. Because they were so late, I was in a hurry and needed to get back to work. Luckily my brother in law was able to help me at the end when I needed to leave before they were done loading. However, given that I was rushed, they were unable to put my couch in the UBox. There would have been plenty of room if I had time to prioritize what could go in, but given the time crunch, I just had to trust their opinion that it would be better to get the boxes in.

So now I need to buy a new couch. I have pictures of all of this: proof that they were 45 minutes late, that I carried all of my boxes out before they arrived, that the movers did a crappy job filling the box (there was still plenty of space left) but that I had to leave before they finished to get back to work given that they were late. I also have a picture showing that U-Haul loaded the box backwards which took 15 minutes to get sorted out when they arrived which meant that the loading was a WHOLE HOUR delayed from when it was supposed to occur. Eventually someone from U-Haul called me and said I would be reimbursed for the delivery and loading (which I was charged $306.95 for even though I was only quoted $222.95--still not sure why that happened and looking for an answer); however, I have yet to see this reimbursement.

After this, I received a phone call that said our UBox could not be delivered on the date was asked for online. I tried to call back at least 5 times, each time I was on hold for more than 30 minutes, 1 time I was even on hold for an hour, and NO ONE helped me. The operators just kept sending me to the next person saying that they couldn't help me. I'm not sure what they are getting paid for if that is the case. So after at least 3 hours waiting on hold, I received no help. Eventually my husband got a hold of someone who said that I had not called anyone back, which is absolutely ludicrous. I can also send a picture that shows the amount of time that I waited on hold for a U-Haul number. Finally my husband was able to find someone who could change our delivery date and he coordinated with the movers that U-Haul recommended to arrive at 7:00 pm to help unload.

When he arrived to our apartment (he could not take off work so 7:00 pm was the only time that worked) and met the unloaders, he found that the UBox had a lock on it. We did not put the lock on and no one gave us a key or told us there was a lock. We then spend another 20 minutes on hold and 20 minutes talking to people that could not help. I even called the person who delivered or UBox who kindly informed me that "we don't put locks on at UHaul, only the people moving do, so you must have put it on." To which I replied, "I would like to speak to your supervisor or at least someone who can tell me where this lock came from. We did not put the lock on." He gave me the number of his supervisor, "Brandy," but when it went to the voicemail the person's name on the answering machine was "Angela" or something like that.

I then called him back trying to see if the number was correct, however he did not have a voicemail set up, so I texted him (how he had communicated with me earlier) and he did not respond. Eventually, 40 minutes later, my husband had to go buy a pair of $20 bolt cutters. We took a picture of all of this to document, the lock clear as day says U-Haul on it so we know it came from U-Haul. My husband filed a grievance on the phone (the only thing that anyone on the phone could do was "file a complaint" for him which was the opposite of helpful)--and we STILL have not heard from anyone. After we finally did get everything unloaded, 2 of our tables have several scratches on them because they were not covered by moving pads (something I absolutely would have checked for if I did not have to go back to work before the 45 minutes late movers were finished). I am wildly unsatisfied and I will make sure that I tell everyone I can about how terrible this has all been.

I contacted the field manager who initially was very helpful and said that my account would be credited the full amount, which was triple what I originally paid for the rental! Unfortunately, it is now two weeks past the date they incorrectly billed me for a late rental and I am still being told it will be another week before I receive my money. I have yet to receive an explanation as to why the trailer was showing turned in late or even an apology for the error! The closest thing I have gotten was being told that it is taking longer than usual because U-Haul has to review the claim due to the large amount of the refund! So we wait...

This facility is advertised as "24-hr access". However, after arriving at the facility after the office was closed with a loaded trailer, we were denied access by our key card. The after hours contact (Gen. Manager) was unhelpful, and did not even make an attempt to resolve the situation. He simply explained that 24-hr access was a separate elected option with additional cost. This was NEVER presented as an election during the reservation (online) or check-in (in-person) processes. In fact, we were assured that we could access the unit at any time by the staff during check-in.

We spoke to a manager at the local facility where we had planned to store our things. We explained the situation. He made excuses for everything, even denying things directly in front of his face multiple times. He agreed to refund our money, but as of this moment, the "refund" is showing as another charge on our credit card. Thankfully, AMEX has already assured me that we will be disputing both of the charges with U-Haul, if this pending item clears as a charge and not a credit. The lack of transparency and general ambivalence to the inconvenience it caused shows a distinct lack of respect for the customer. This company needs better management, better training and a customer service oriented attitude. I will never use U-Haul again and I highly recommend that no one does either.

I then called customer service to file a complaint. The lady said I would hear from someone the following week in regards to getting the $50 for the "Your reservation is guaranteed or we'll give you $50" claim on their website. No one called me the following week, so I called Monday. Again was told someone would call me within a couple days and again didn't hear from anyone. So I called them one last time and was told there's nothing they can do. Thank you so much for not only screwing us over but then drag us along for two weeks and never calling back. NEVER using Uhaul again!

For starters to reach anyone at the rental location was mission impossible. The collection department called me "not truthful". And on and on for 3 days. Finally, dolly story is over and they removed the collection attempts and suppose to give back $12 for "renting" it to me. I hated to deal with people who works for that company. They are bunch of uninterested in their work folks.

They also decided to ramp up my appointment that I scheduled for 2 days to 7 days which raised my cost from $60 to $230. I had to ask the guy at the drop off location to go out of his way and sit on the phone for half a damn hour for some CSR to finally lower the price to $150 which is better but still crap. Not to mention the $20 I had to spend on gas.

Apparently once you schedule an order they somehow have the legal power to do whatever the hell they feel like to your order including changing drop off and pick up locations and extending your appointment well beyond what you initially paid for. They do whatever they can in any way possible to ramp up your price and piss you off with no regard to customer satisfaction or basic human decency. This is the most horrible service I have ever gotten anywhere. To anybody reading this: DO NOT USE UHAUL.

On Thursday night, we received a text message changing our pick-up location from Falls Church to one in Alexandria close to our home. On Friday morning, I drove my husband to pick up the truck at the scheduled pick up location and time (10am) and dropped him off so I could meet the realtor to get the keys to the home. At U-Haul in Alexandria, my husband was told that there was no truck waiting for him and that there were NO TRUCKS in the state of VA that we could use. He tried several times to call the "customer service" regional line, but was again told there were no trucks and hung up on several times while on hold. This was extremely distressing since we had planned to move that day, had hired help to watch our young child and also hired additional help through U-Haul.

I then began frantically calling the help line several times, each time I was put on hold for times that varied from 10-45 minutes before being disconnected EACH TIME. When I was finally able to speak to someone who had a sliver of pity over our situation, she said that they located a truck and it would be at the Falls Church location. All they offered in recompense was the same $50 credit for the truck NOT being at the scheduled location (money still not posted to account). They also refused to help do anything to change the time with the moving help hired through U-HAUL and essentially told me it was not their problem.

My husband had to uber back to the apartment, at an additional/unexpected cost. I had to turn around, skip meeting the realtor and head home to drive my husband to the Falls Church location to get the truck. The original plan had been to get the truck at 10 am and then have an additional 1.5-2 hours to load boxes BEFORE the moving team arrived.

Because U-Haul did not have the truck ready at the scheduled pick up and so much time was lost trying to find an available truck (and being disconnected/on hold numerous times), we arrived back at the apartment just in time to meet the moving team at noon and did not have time to pre-load the car, costing us an additional expense, not to mention stress. The "customer service" line, if you can call it that, is horrendous. The entire experience was extremely stressful and $50 is woefully inadequate (and still has not arrived) to make up for what occurred. None of our email inquiries have been answered. Save yourself and go with a different company!!

I called U-Haul roadside assistance, then waited 4 hours to get the bald tire replaced on the trailer (on the U-Haul rental lot). Roadside was very good. Caused 1-day delay to my vacation schedule. If an accident happened, U-Haul would be found grossly negligent. But, of course it would be too late at that point. Proactive equipment safety assurance for customers and others on (and near) the road should be important to them. U-Haul should be forced to set aside time to inspect, perform, document routine maintenance on their equipment!!!

At day 7, I called U-Haul to inquire. U-Haul said movinghelp.com is a separate company and I have to either call them directly or go to their website and engage in live-chat to inquire. I called movinghelp, was on hold for over half an hour. Hung up and then went on live-chat (still have all my chats saved with them) - they said must have been some glitch, they verified refund would be coming in 5 different amounts totaling $230 - in possibly another few days.

At day 11, I called U-Haul again - to complain that it's been well over the original 3-5 days, and that I spoke with live-chat and they confirmed that refund would be granted in another few days - which never happened. U-Haul again said they cannot help escalate with movinghelp.com, and I have to go through live-chat or call their number. I called movinghelp again, was on hold for nearly 40 minutes, at which time I hung up and went on live-chat again. This time I was a bit frustrated, having just been on hold on the phone with them for 40 mins - which I explained to the live-chat person ("Norma"), so rather than helping me in any way, she asked me crazy basic questions again and again, which I had already sent in the live chat, and told me I should call their number and abruptly disconnected the live-chat!

At day 12, I called U-Haul and complained about movinghelp and their general lack of attention to this issue - and U-Haul team, while courteous, indicated they are unable to help because movinghelp is a separate organization. This is unacceptable, U-Haul! You (U-Haul) are driving traffic from your site to movinghelp's site, so you bear some of the responsibility in helping YOUR customers resolve issues which arise with Movinghelp. If you don't want any of the support responsibility - which has been my unfortunate discovery experience - then STOP sending YOUR customers to Movinghelp.com's site - stop showing that link on the U-Haul site completely! This is extremely frustrating and I feel rather helpless. Days 13, 14, 15 - My partner and I have gone through several rounds of calls to U-Haul asking for help, their denial of any assistance and responsibility - and then several 30-45-minute wait-time calls into movinghelp.

Day 16 and 17 - after several more hours on the phone (in wait-time alone) - movinghelp finally fessed up that they accidentally did not move our "site credit" to a refund on the card. Ok, thanks - great - what now? Well, we have to wait for a manager to MANUALLY transfer the credit! How long does that take??? 48 hours. Day 19 - 48 hours later - my partner called moving help, and after another hour of wait time on the phone, we were told that the manager has not even gotten to the item yet - and of course, this is now Thursday (Aug 11), so we expect they won't get to our refund on Friday, and then the issue goes to Monday - so another 3-4 days. And of course, that's what the rep said - give it another 48+ hours.

TO MOVINGHELP.COM - this is completely unacceptable. 3 to 4 weeks to process a refund??? And I'm nice enough to even be ok with that, if you advertised it on your site - but giving your customers a false expectation of 3-5 days, and then giving them a runaround for weeks - and then not staffing enough folks in your support center to pick-up calls in less than 30-45-minute wait times - seriously? I will be writing about this unacceptable business practice on every site that I can post a review on! Completely unacceptable and very shady business practice. I still don't know if I will EVER get my refund. I have spent over $1500 of person billable time in trying to get my $230 back from movinghelp. Thanks for the LOSS movinghelp. I will remember this and talk about it as often and to as many people and sites as I can.

TO U-HAUL - what the hell were/are YOU thinking driving traffic to such a shady business, and then leaving your loyal customers hanging out to dry when there's a simple basic issue - like a charge-refund??? Unacceptable U-Haul. You can bet I will be associating your name with movinghelp's shady and UNacceptable business practices as well - until you stop driving traffic to them off of your site. Thanks for nothing, movinghelp! Thanks for leaving your customers to the wolves, U-Haul!

I requested cancellation and told it would be done Friday afternoon August 5th. Checked my U-Haul account that evening. Order number was still there, that's all. Monday August 8th, no refund showing on my credit card account. It's an insult. Take my money, say the work is done before the date to be done and NO CALLS WITH NO EXPLANATION WHATSOEVER! I WANT MY MONEY BACK U-HAUL!!!

We called the 800 number and they referred us to the 1st location for the next day. We accepted because we had no other choice, and they sent us the confirmation info. Later, we received confirmation info that our reservation was for another city 90 miles away, late in the evening, when we asked for earliest available. We called the 1st location to make sure our reservation with them was still in their system, and they said yes it was but they still couldn't guarantee the trailer would be there if the previous renters didn't return it. Basically, don't waste your time reserving stuff with them because they don't honor reservations or they just cancel yours or make random reservations at their own whim. Everyone I talked to at U-haul was unsympathetic and didn't care that we were on a strict moving schedule. They couldn't help us even though they were the reason we were in the situation in the first place.

I told her that since the problem happened at the corporate level, I thought it should be resolved there and was "transferred" to a manager. After more than 1 hour of being on hold and being bombarded with scratchy, irritating electronic "music" (the kind selected to make customers give up and go away), I found myself right back in customer service with a different rep. After 30 minutes, she was unable to re-establish my autopay, which she referred to her supervisor for handling (they both took all my credit card info--feels like a security risk), and then referred my request for $20 refund to the manager of the local location.

I was told it would be as his discretion as to whether I would receive a refund of the unwarranted $20 late fee. When I suggested that they could make an overnight windfall of $20 million by doing this to 1 million of their customers nationally, I was told that judged by the number of calls they were receiving, it seemed like it. Please speak up if this has happened to you too!

The longest I was allowed the rent the van was for 12 hours from 6 pm on the 31st to 6 am the next day, which was of no help to me. Not only did they a) wait three weeks to call me, b) give me no reasonable rental times for the van I RESERVED, and c) offer ZERO assistance on finding another comparable van rental, the customer service/manager were rude to me. The manager claimed that they never rent vans for 24 hours, especially on very busy moving days. It was an infuriating experience and I am now left with little to no options with little time left until my move. Not only have they completely destroyed my meticulously organized moving plans, they have also disrupted all of my roommates plans as well.

I will never be using this or any other UHaul service in the future. There is a huge disconnect between reservation options on the website and what is actually available in reality. If a rental is not available for 24 hours, why would they even make that an option on the website? They DO NOT honor reservations, and clearly do not stop to consider how a change in availability on their end can impact a consumer immensely.

The second person made a minimal attempt to assist but gave me bad information and the third sort of helped by possibly getting me a truck later than I needed and I couldn't trust that I would actually get it once I got to the location based on the previous customer service experiences. The $50 guarantee is a joke (they claim that reservations are just preferred truck size, pickup location and pickup date/time so they don't have to honor the guarantee) and the reservation process is a farce. Worst experience with a rental company ever and that is saying a lot considering I have had problems every time I have rented a moving truck. I hope I never have to have the displeasure of renting a truck with U-Haul again.

I received a phone call at 7 pm the night before I was supposed to pick up the truck saying that the nearest truck they had to me was over an hour (and almost 60 miles) away. I told the woman on the phone that would not work at all, so she said, "Ok. I'll cancel it." I received no apology and had to scramble to find another company through which to rent a moving truck with less than 24 hours notice. I will never use U-Haul again and will discourage anyone who will listen from doing so as well.

They will lie to you on the phone since you call the main service number and are often transferred to a person in their home doing a CSR on craigslist job hiring. Some I didn't even feel comfortable giving my personal info to and would just hang up and call back for another person. Like any other job in the world, you will find that the 20% that do help are carrying the other 80% of CSRs that are merely meaty placeholders and have no clue about the business or what they are supposed to be doing. Probably because they are not ever trained in a corporate environment. These folks made it necessary to have a one-contact phone call turn into a 8-10 phone call contact. The site is not helpful at all and you will laugh at the knowledge base articles that it tries to sling you to.

OK, so the big problem erupted when they assigned us movers to pick up the Ubox that were not up to any kind of par. We got a "confirmation call" I think from a particular moving company but the person on the phone was young, spoke broken Spanish, and sounded like there was a gas leak or substance abuse problems going on there as they had no info right and were unintelligible when I called back save for asking for my credit card number (which they are not supposed to ever have at movinghelp.com). I read the reviews of this company in which the drivers showed up drunk and the movinghelp didn't help move so I went back into the site to change that to other movers to pick up my uboxes at the U-Haul location. This is where everything went wrong.

I had updated the info on the movinghelp website but it did not update on uhaul.com in the main order window. I called in several times to CSRs to get the U-haul site order info updated and got a variety of responses like "just updated it for you sir, give it a day and check back." lmao nope. Or "you will have to call movinghelp.com at their service number." LMAO. THERE IS NO SERVICE PHONE NUMBER at MOVINGHELP.COM!!! You can try the chat csr but they do not answer even after 30 mins and will just end the chat session anyway if they choose!

This ended up leading to me making over 20 phone calls that morning trying to get a hold of the actual manager of the pickup location to have him release it to my new movers (since NO ONE at U-Haul had ever done their job and updated my order from weeks ago) that spanned 5 hours, all the while having to pay the movers to stay there and wait to get it sorted out.

Finally got escalated to a regional shipping manager (always just ask for them-they are the only ones with any kind of resolution powers aka rainmakers) who had to call the manager on his personal cellphone after not being able to reach him by email much like myself. He never actually replied to any of my requests personally, but thanks to the movers being awesome (and having dealt with U-Haul's bs before) it all got worked out and they got us moved in. They were great but I don't want their good business to be mixed up with U-Haul's poor business so I won't mention their name.

All of our stuff arrived in the end and undamaged (woohoo) but man, that runaround was enough for me to swear off U-haul until someone makes them understand what a problem the whole Uhaul.com/movinghelp.com non-b2b partnership is. They never responded to any of my complaints and yet had the wherewithal to make sure the billing went thru in the same breath. So I would recommend shopping around and not going with U-haul unless you want a major headache and incompetent CSRs that are on some sort of "bootstrap" hiring program. Nope nope nope. Get your mess straightened out U-Haul.

Also (this did not happen to me personally but cautionary tale) beware of random third party U-Haul locations like the Hallmark store that also rents U-Haul. They will not have the proper software and tools available to actually serve you. A friend got charged for two trucks when they only rented one and all the bumpkin at the Tractor Supply Store could do is lie and claim he didn't have it on computer since he used carbon copy receipts (like you buy at Office Max smh) so my friend was out an extra $1200 forever. Again, bs and another reason to shop around.

Does U-Haul even give out of town rental contracts - or is this just a ploy to trap customers? I am very disappointed the website did not show this charge for one-way trips - when it allowed me to choose drop off locations in other cities. It should have been automatically added to my price quote. When I go back to review the agreement now, it has changed. Before I had a specified Elmwood pickup and a drop off at my destination. It appears to me as though my order has been retroactively changed. MAKE SURE YOU SAVE YOUR QUOTES AND RECEIPTS from them.

Fast forward 20 years and now I can't even get access to my storage unit because somehow the constant were open 24/7 was never conveyed as accept you don't have access 24/7 during your stressful move with 5 kids and only 2 day truck rental... without having known to ASK FOR access and a stupid $7 upgrade! Just charge me the flippin' extra $7 for access if you know I'm moving ALL WEEKEND... ALEX! Forget getting one phone call back from Alex the general manager at this location. FORGET THAT. So we had to go above his head to the Area Manager Doug who promised my husband a new storage unit on the main floor ('cause Alex lied and said they weren't even finished being built yet).

So we got trapped for 45 minutes waiting for THE ONLY freight elevator to the second floor. But if a 28 ft truck beats you to it... plan on sitting there for an hour. So Doug promised the world to get my husband off the phone, and over a week later has yet to return a call, set up the changes to our account as promised. NOTHING. Just waiting to see if we are for real. We are storing our stuff for two years while we build. We are not spending chump change with them... and WE STILL cannot get help with anything... LIKE the extra $30 charged to our account for a two-day, in-town move that was told to us to be $20 a day truck rental. THAT WAS A CRAP quote. It was $80 for 2 days, in-town move to the storage unit!

Can we get ONE EXPLANATION of the up-charge? NO... 'cause walking into the location got me employees who kept saying they can't do anything for me... ONLY ALEX can and Alex doesn't have a voice mail set up and refuse to call us back ONCE... NOT ONCE. So spend your money here if you are certain everything in your move will go smooth and easy and not need the SLIGHTEST bit of help from customer service.

Customer service is a whole other matter. As we stood at the brand new climate controlled building at 7:15 pm on a Saturday of moving... just having found out our card won't let us in after hours... they closed at 7 pm. The first 9... NINE (!!!) calls to customer service were disconnected. My husband wasn't even swearing, yelling or being as mad as he could have been... but they would find a way to disconnect. Then I called crying on the 10th call and got the only lady who promised not to hang up... but she couldn't do anything because ALEX wouldn't even answer the phone with U-Haul calling. So forget Customer Service helping.

To add insult to injury THE ONLY PERSON who can refund you when you're charged wrong IS THE VERY PERSON who will not help you in the first place. My husband and I run our own business and over our dead bodies would one man have so much power over a multi-million dollar location. No way. U-Haul has become too big to fail... they don't need to have good customer service anymore. Well they just lost my business for the rest of our lives, and our 5 kids lives, and both our companies will never use them again either... that is for certain!! I haven't spent the kind of money I have with U-Haul to be treated like this! Shame on you U-Haul.

After 2 hours and no help from them, Cindy called my son back and said now they had a truck available so he had to make two 45 minute trips back and forth to get the truck. Since I could not reach her by phone, I asked my son to have her talk on his phone. She was extremely rude to me and hung up on me. I will never use U-Haul again based on her and the call center experience. I looked online and saw that a number of other customers dealt with her rudeness and also had their trucks given away even though they had a confirmation and a charge on their credit card.

The truck that we picked up (had to have a 26') looked OK and the tires looked new. We questioned the person at the pick-up location about whether the truck had been evaluated to be safe since my husband was driving it through the mountains. Of course, the person at the pick-up location only checked trucks in and out, they were NOT employed by U-Haul. When my husband drove it the next day to our new town in the mountains, I was praying for his safety (but never knew how MUCH he needed those prayers!) The truck began to only drive in high gear, and my husband was very concerned; a big heavy truck with our heavy items in it, and no way to downshift on the hills to slow his speed. Think about how scary it would have been to ride the brake while going 80 mph downhill. THIS is the reason we didn't want to rent from U-Haul in the first place.

Thankfully, after gassing the truck up, all the gears worked and he was able to descend the steep hills at a slower speed. By the time he reached our new home, the truck had a "check engine" light on, but he didn't dare pulling over and calling U-Haul. I submitted the significant concerns (such as how my husband could have been killed in a fiery crash) to U-Haul and have not heard a word. NEVER, EVER AGAIN will we rent from U-Haul. Your life is worth something.

When I called Corporate to question this, I was told it depended on "Supply & Demand". Well I told them that I had spoken with the U-Haul in my town and they had plenty of supply and had no other bookings for that day! So why does the "Supply & Demand" rule fit in this situation? Then they said that it may be at the destination location??? So if they are getting another truck, that should give them MORE Supply, right??? I am stuck with this situation because I am moving out of state. But if and when I have to move again, I will definitely not use U-Haul! I will make sure I tell all my friends & family not to use U-Haul unless they want to get screwed!

After dropping it off by my house I find out what happened and they charge me $260 for it. Girl at store tried to get it fixed but the support she called were absolute jerks to her, basically telling her too bad. After talking to U-Haul 4 different times, the original store and their I can't be bothered by you customer service, I was assured it would get fixed for the 4th time. It hasn't. I had the overcharges bounced back to them hoping they would contact me and get it right. They still won't do a thing. Evidently the way they fix things is to ignore their screw ups until the consumer is exhausted enough to just give up. I will never rent from them again and will let anyone I know about the lovely service they provide. I've had problems with Penske but they always do their best to get things fixed whether it's the equipment or charges.

The staff on Friday was pleasant but overwhelmed and untrained. They promised we'd get an email when they found a trailer. Sure enough, four days after we needed it, I get an email threatening to charge us 50$ if we don't pick up the darned trailer. Sure, four days late... seriously? Charge us? I stopped by today to talk to management. Should have saved my energy. He claimed I had no complaints because "you got a truck" and "you chose not to take a trailer." Uh, sure. Not at all the facts, but I think his pencil was a bit dull so never mind. I will never again rent (or try to) from this location. I noted that when you reserve a hotel room, it means you have a room, same for auto rental or air travel. Manager patronizingly and painfully explained that for U-Haul the words "confirmed reservation" just means some day, somewhere they might have something for your use.

When we got to our destination we returned the truck per the contract BEFORE the time it was due and guess what they charged my bank account AGAIN for an extra day. Once again I had to call and spend about an hour to reverse the mistake again. I was told for the second time I would receive a call from a manager and still never got a call. I will not use them again and I would not recommend them based on their lack of competency and poor customer service skills.

We have been trying to get a 300.00 dollar refund for a week now and it still hasn't shown up on my card and there is no pending credits shown as of now. We even made arrangements to pay monthly payments to pay them the remain balance. We even called U-Haul's corporate office at 602 263 6011 and they said after many hang ups that the local manager of the store had to issue it back to us through them. So we called the manager Brinson and he told us he was going to credit us back 500 and then called back to say corporate would only credit back 300 and that it would take 3 days. It's now been 4 days and still no 300 dollar credit and was told it could take 2 more business days to receive it.

Needless to say without any money we did not get the place we were moving to and have been sleeping in our truck for a week now. This company needs to be shut down if this is the way they treat people. In calif there is a law that states no one can take all your income. The only thing we know to do now is contact a attorney and sue them. And they can kiss the rest of what we owe them. Me and my wife are disabled and live on my retirement. U-Haul and U-Haul international doesn't care about anyone but their greedy selfs.

I had no one to pick me up after dropping off my vehicle so I got up at 4 am and drove my motorcycle to their location. I then walked home and brought up the vehicle for the hitch. When I arrived at the location I was told they didn't have the adapter. My options were to go get it myself across town. Tristen said he was understaffed and busy. While he was telling me this there were 3 people just sitting there doing nothing. I asked if I could just take my vehicle to the other location and have everything done there and at that point Tristen began trashing the other location and telling me they didn't have a clue how to install a hitch and that most of the time the other location will bring vehicles to them for the installation to be completed.

I opted to leave my vehicle with Tristen and drove across town to get the adapter. I returned it to Tristen and went to work. About 9 am I received a message from Tristen that they were missing a couple parts and couldn't complete the job. I called and specifically asked what parts were missing and he told me at that point they didn't even have the hitch... it was at the same location that I went to for the adapter. I asked if they could get the hitch or take my vehicle to the other location and was told they were too busy and that he was understaffed. Tristen blamed it all on "computer problems".

As a side note I was told later by Jatama (with corp) that they know who input the numbers incorrectly. Lazy human error!! Much like Tristen. After getting nowhere with Tristen I called the corp. office to complain. After being hung up on twice I finally spoke with Jatama who said she would make things right. I received a call a short time later and Jatama had my vehicle moved to the location that had the adapter in the first place and said there would be a $50 credit to my invoice. She assured me the vehicle would be ready by 1:30 pm. about an hour and a half from the time we were speaking. It took Tristen 2 hours to tell me they didn't even have the hitch.

At 1:30 I showed up at the new location and the hitch was installed. I was running late and was just happy to have my vehicle back that I signed and left as quickly as I could. As I left the U-Haul center I realized I was very hungry so I stopped at the first fast food joint about a block away. As I walked past my vehicle I noticed the bumper hanging low on one side. I looked at the other side and it was worse. I immediately returned to the center. All this was about 5 minutes away from the location. When I returned Nick greeted me and we spoke of the situation. Nick informed me he was the one that did the installation and never had to touch the bumper but could see that it was damaged. He found where a nut had been left off, a screw that was half out, 2 broken plastic pins and other problems with broken clips.

Trevon, the manager, came out and looked the situation over. He had them bring my vehicle into the shop and attempt repairs. While they were doing the repairs one of the techs said he was at Tristen's location when I was dropping the vehicle off at 7 am. He reported that Tristen brought my vehicle in and began working on the project and then found it too difficult so they put it back together and rolled it outside. At that point Tristen called me and said they could not do the installation.

Trevon fixed the nut and screw situations but didn't have the clips or pins needed. I told him I would see how it rode and get back with him. I drove back to work and the bumper repair didn't hold. I called him to see what needed to be done. I made 4 attempts to speak with him and was finally told by Tyler that I needed to call Tristen at the first location and have them deal with it. I made 4 attempts to make contact with Tristen but had no luck. On the 5th try I ended up speaking to a man at the call center and was told that they have the ability to text the store manager on his cell and I would indeed get a call from Michael at that location. I never heard a thing.

This story just gets worse and worse. I have been unable to speak to anyone at the corp office. William hung up on me. Shalyn told me to just contact their insurance company but never gave me the phone number before hanging up on me. Estella simply transferred me back to the beginning of this entire mess. No one would transfer me to a supervisor. Andy ** and his boss Stephen ** are on continual days off since I have not been allowed to speak to them in 3 days and no one knows when they will ever come back to work. Long story short DO NOT USE U-HAUL FOR ANYTHING. If there is a problem YOU WILL GET THE RUN AROUND. Use the internet to find anyone else to do the job. If I could rate them less than 1 star I would.

Fortunately, we were able to get a 5x9 trailer in Midway. It helped, but it would've been super nice to have a truck. As we traveled back and forth from our new home to our old home on Friday and Saturday (27-28th), the U-Haul dealer in Richmond Hill had 3 trucks sitting in their lot. On Sunday (29th), there was one and Monday(30th), there was 4 trucks. We are very disappointed and a call to U-Haul will not be on our list the next time we move.

Since they conveniently called me the day before our moving day, I could find other arrangements. Talk about adding stress to a move. When I told them that this isn't very convenient for people who are getting time off, scheduling people a move day, and travel lodging, they told me there is nothing they could do. I agreed to the conditions when I reserved the truck. This isn't the first time U-Haul has made my experience with them unpleasant. I will NEVER use their services again and will tell everyone I know not to use their services. By my experience, U-Haul's poor customer service and policies make them simply out of touch with the needs of people who are moving.

They took off a additional 64 some dollars off my card that my disability goes on. They left me with NO money to buy my meds for the month or to live on. They did not tell me even how much they took off. How can a big corporation like U-Haul get away with ripping people off especially a person with disabilities? So I and my daughter go without meds and necessities for the rest of the month so they can have my last 64 dollars. Thank you U-Haul. You have hundreds of similar complaints from people all over not just me. Shame on you.

When moving day came, and I went to get the truck and dolly, the first problem occurred: I had researched and reserved a tow dolly, yet was changed to a auto-transport trailer. Apparently, they were out of dollies. I was concerned on two levels: 1) a trailer weighs more, and will use more fuel; 2) I had not researched the trailers, I was not sure it was safe for my car. In spite of my reservations, I accepted the trailer. They told me, "It was fine" and I trusted their expert opinion. I arranged only get the truck for now, but return later and have them help me load that car onto the trailer. To be safe, I also purchased the additional tow insurance they offered.

At the U-Haul location, I inched my car toward the trailer following their direction. I heard the bottom of that car scrape slightly as I got to the trailer, so I stopped and backed away. They told me it was fine, and to just get a running start! I was not about to slam my car onto the trailer when I was not sure it would clear. I utterly refused, and we started brainstorming ideas. We spotted an incline on the driveway of a neighboring business, and figured that if we backed the trailer to the hill, it would eliminate the problem of bottoming out. That worked! With them monitoring, I carefully drove onto the trailer, and had them secure it. Once on the trailer, I saw there was a potential issue. My car's front bumper was only clearing the front lip of the trailer by a half inch. I was highly dubious, but again they said it was totally fine. Against my better judgment, I accepted their assurances and went on my way.

While driving, I was always worried about that clearance, so I kept my speed down especially on side roads and parking lots. At first, I thought I was OK, but then at a fuel stop, I hit a bad pothole at like 2 MPH while turning. Since I was watching the mirror, I could see the car bounce up and down with the bumper hitting the trailer - not good! I checked the car, and there was no visible damage. I determined to be even more careful going forward. On a positive note, the truck I was given was practically brand new, and handled hills like a champ. I had the truck loaded heavily, but the truck went up and down the worst hills with no issues.

After arriving to my destination, I got help from my hotel staff finding a suitable incline, and backing off the trailer. That went perfectly! A few days later however, I realized that my initial fears were correct. While the car had no real visible damage, the brackets and connections behind the bumper cover got broken. Everything looked good, but the wheel well covers and bumper cover were a bit loose. When I got on the highway for the first time, the wind pushed the wheel-well cover into the tire. I secured that with some zip-ties, and called U-Haul.

I had purchased tow insurance for an additional price, and it was supposed to cover damage to my vehicle caused by the tow. Their insurance company, RepWest, acted like everything was cool, but tended to wait a week before responding to anything. Usually, they would then ask for photos, my registration, title, etc. I sent them everything they could possibly need, but then a week later they would email me asking for something I had already sent. A month later, they denied the claim. Their logic was that the car was damaged during loading or unloading, so the policy did not apply!

Lessons learned: You get what you pay for. U-Haul personnel are not familiar with their own equipment limitations, and cannot be trusted. Their extra insurance is a scam! Buying it does not really cover you for anything. Their apparent model is to collect money from gullible people, and then deny or short-change all claims. I have no real recourse, and since the damage to my car is likely under $1000, will have to just eat the cost. With this unplanned extra cost factored in (not to mention the extra fuel I used hauling that transport 3200 miles), PODS, ABF, and nearly all other competitors I considered would have been cheaper, and far less stressful.

When I asked why I was rented a trailer that was pulled by the very same Jeep the previous Saturday the manager informed me that the person that rented to me the week before at her store should have know not to rent to me but that he was new and only worked part-time. Hmmm... So there were apparently two U-Haul employees that violated their "no rent" policy that day - the guy at the desk who rented it to me and the guy outside that hooked the trailer up to my Jeep. Sounds like poor training to me. Nevertheless, as an Explorer and Jeep owner, U-Haul wants nothing to do with me. The feeling is mutual!!

The next morning, the repairman was at our hotel at 9:45 am. He worked on the truck for about 2 hours and stated that the lights were now working properly. We had now lost almost 4 hours in driving on that second day. The lights would turn on, but the visibility that they provided was insufficient and it was UNSAFE to drive once it was dusk. My husband is a retired VA State Police. We had planned on driving approximately 12 hours daily, which would have taken us 4 days to drive cross country.

The second night we realized that the headlights were still not sufficiently generating the light needed to safely drive once it was getting dark. It was very stressful for us, as we were not only driving a fully loaded 28' truck, but were also hauling our medium sized car on a trailer. When we finally reached Kingman, AZ, due to the stress we were under with irregular and unsafe headlights, we decided to drop off the trailer and drive the car the remainder of the way to Henderson, Nevada.

When we reached our final destination, Henderson, NV, we asked to speak to the manager, and informed him of the condition of the truck and the ordeal that we experienced due to the broken unsafe headlights. He gave me the information to file a complaint with the company which we did. After numerous calls and emails, we received a telephone from a UHAUL rep who indicated that we could only be reimbursed $200 for our troubles. We were requesting a $400 credit from the $2423.62 that we had already paid.

I finally called my bank, Wells Fargo to report that I had not received the services that we had contracted for with the truck headlights not safely operating. We just received a communication from them indicating that UHAUL refused to credit me my $400. Our trip cross country turned out to be very stressful due to the UNSAFE headlights on the truck, and it cost us more money than planned as we were forced to extend our travel an additional two days due to not being able to drive at night; we paid extra for lodging and eating out. We have been using UHAUL for years, but after this horrible experience, WE AND OUR ADULT CHILDREN WILL NEVER USE UHAUL AGAIN!

It was the only one they had and would not be back until Monday morning. OooKaaa I'm a little annoyed but I inquire about its availability this next coming week. He proceeds to start asking me a bunch of questions about the vehicle I am wanting to haul on the dolly and the vehicle I will be towing it with. He then says that my vehicle isn't big enough. This is the same vehicle that the lady said last night would be just fine. I'm guessing so they can upscale me to one of their vehicles for more money.

Here are the facts. You decide. GM says my truck - A 1994 GMC Heavy half ton has a maximum tow rating of 8,500 lbs. The vehicle I want to tow on the dolly is a 1999 GMC half ton pickup that has a curb weight (also according to the GM's website) of 4,100 lbs. So unless the tow dolly they have to rent weighs in excess of 4,400 lbs in itself then someone is smoking crack.

Needless to say I will not be asking U-Haul again and will find another place that knows what customer service is to take care of my needs. I also will not be recommending anyone to them. U-Haul's computer system is junk and a reservation...reserves nothing. They think nothing of inconveniencing their customers to drive 32 mi round trip for a reservation they do not honor. In fact I don't even think they know what honor means.

When we finished moving, we went to the shop near us. Right off the bat, the people working there were very aggressive and told me to drive it back to VA where I picked it up as they do not offer the 1 way trip for vans, and that there is no way around it. I refused to do that and I told them the very reason why. We were neither corrected nor informed of what the services were even though we told the VA representative the exact details of the moving. It was an inconvenience as I had to work later that day, and just imagine the frustrations of being yelled as a CUSTOMER who was innocent about it after a hard day's worth of moving. THEN they charge you $150. I was the victim here. I didn't care if I paid more for the right service but to charge me and blame me for it was just very BAD business ethics.

After 1 hour of waiting for a solution, the manager told me to just pay the $150 wrong destination charge and wait for an email after 2-3 days to decline it. I've just received an email from the corporate. Pretty much saying, "Screw you, you signed for it, we don't care if our representative was incompetent." I would NEVER RECOMMEND U-HAUL to anyone else. I know I wouldn't ever again. BAD BUSINESS, NO COURTESY, RUDE, INCOMPETENT AND UNKNOWLEDGEABLE PEOPLE.

She was AWESOME! We went straight to her store and picked up a 26' U-Haul truck that "traffic" as they call knew nothing about. One thing about U-Haul, not all of their trucks are one way rentals. Only a portion of them are. So when you drive by one and they have 20 trucks sitting there not rented out, they are probably for local moves only. My suggestion, don't call U-Haul or reserve online through U-Haul. Call a local dealer in your area. "Traffic" has no idea what the local stores have or will have.

I asked why I was charged for a re-wiring when my truck wasn't re-wired. (Lisa **) said that my wiring was still working, so they just switched out the end plug, but still charged me for re-wiring that was not done. I asked for a refund and she got mad and argued for minutes. I kept proving my point why the price was not for a plug switch only, so she said: "I WILL GIVE YOU YOUR REFUND SO YOU CAN GET ONE AND DON'T COME BACK." I took my money and complained to her supervisor who apologized for her scamming me, but the manager at the Springdale store (Lisa **) still works there and she is still ripping people off. :-D

When I asked why I wasn't contacted, they shrugged. When I asked where my truck, reserved for noon, was, they shrugged. When I asked if there was another truck available, they shrugged. FINALLY, someone looked up other trucks available in the area and said there was another, similar truck available at a location 40 minutes away. He reserved that truck for me and sent me off to the second location at 8518 Hwy 6 S, Houston, Texas 77083. When I arrived at this location, they seemed baffled. The woman at the desk said, "I don't know why they keep sending reservations here. We don't have any trucks." There were at least four people in line, all with reservations, none of whom were receiving the trucks they had been guaranteed. These desk people were, at least, proactively looking for trucks, unlike the ones at the first location.

I finally received a smaller truck than I needed (I was grateful for anything at that point), and I suspect they had to bump someone else's reservation to give it to me, starting this whole hellish process for someone else. Because it was a smaller truck, I had to make an additional trip, incurring over $70 additional dollars in unnecessary mileage charges. I also had to keep my moving crew idle for two and a half hours while I waited on this rented vehicle.

When I turned the truck in (early), I asked them to give me the $50 back that was guaranteed on the site if they were not able to provide the truck I reserved at the guaranteed time and location. This happened to me not once but TWICE in a single day, but the guy at the desk, and two separate people at the corporate call center told me they had no authority to grant it. It's now sitting with the regional office for review, and I've been told it will take about three days to receive a resolution. I'm not holding my breath for THAT deadline, given their track record for guaranteed time slots. The fact that no one in the company besides a regional manager has the authority to give a $50 discount that's literally built into their system is frankly pathetic. It's no wonder they have such terrible service, if they trust and empower their employees so little. I don't pity their workforce.

Getting a truck -- which should have been so simple -- was absolutely the hardest part of my moving day, and it made moving into my first new house a horrible experience. If you have ANY other choice, stay away from U-haul. Places like Budget seem more expensive on the surface, but you'll probably end up spending at least a hundred dollars more than U-haul tells you you will, so you're better off with ANY other competitor.

She again told me to take it Sat at 5:30 w/24 hr lease use. They are closed on Sun at 5pm! So I don't have to return it until Monday, 'cuz no one will know and it's a loophole'. I DON'T HAVE PARKING OVERNIGHT FOR A TRAILER. We went around in circles. I had to borrow a towing vehicle (which was the other reason for reserving so I got the towing vehicle and the trailer on the same day) to pick up a day early. I had to ask a friend to store the empty trailer for me. I went to work on Sun. I borrowed towing vehicle, picked up trailer, loaded and went to my storage locker at 7pm, could not access the driveway, it was jammed with other returned trucks/vans after they closed. I felt as though I had been set up. I couldn't even pull in off of the street. I drove back home, parked illegally on the street. I had to have the borrowed vehicle returned by 10:30 pm.

I kept driving over to see if it was clear. I called customer service and was disconnected 3 times. I drove over for the last time at 10 pm. There were even more vehicles jammed in touching the sidewalk now. I took pictures of all. I called CS again, disconnected 3 times. The 4th CS rep said she would call the local manager to see if she would come over and move the vehicles. 11pm now, raining, Sunday night. I could not see that happening. CS confirmed she wasn't even answering phone. I do not have parking at my house. I drove to a 24hr gas station and asked them to lock up trailer for me, I coerced him into doing. He charged me $100. It was raining hard now, the trailer is open and full of my antiques for an antique show. I returned the borrowed vehicle. She was now late for work, 'thank you U-Haul'.

I took a cab to a 24hr con store and bought tarps ($50) and rope, no rope, bought duct tape ($10). How well do you think tape sticks on wet tarps in high winds? Not too damn well. The cab waited for me then drove me home ($65). I came back w/ my car and spent the night covering my antiques. I emailed mgr from my car. I stayed until I had to go to work at 6:30, drove past lot, lot is still jammed. I went to work hoping the wind would dry what it could, but still worried about my antiques all day not secure, not covered, (tarps ripped) and sitting outside in a public area all day.

She returned my email in the morning after she slept all night, saying sorry - good, saying she would pay the expenses - good. I emailed her back and asked if the lot would be clear when I came to unload into my 24/7 storage locker at 7 after I finished work and tried to borrow a vehicle again. She wrote back that I had to have the trailer back by 5 or she would have to charge me another day. I was dumbfounded. After the night I just had, after paying for 24/7 access to a storage locker, after picking up a trailer I did not want to pick up a day early with her guarantee I didn't have to have it back by Monday, after her not being available as the general manager to help me Sunday night? She was actually going to charge me for another day. $20, she was looking for $20, I told her to add it to my complaint. I would pay it then she could pay me back when I arrived at 7.

She never returned my email. She didn't respond at all. At that moment I knew this issue was going to go over her head. I asked her to forward the contact info for someone else to speak to, no response. I asked her if there were any other days, I wouldn't have access? No response. I called my daughter and asked her to attend with me as I cancelled my afternoon work appts, picked up the trailer and made sure I was on site at the U-Haul store, unloaded and ready to return it by 5. I was going to go over her head and I did not want to be at fault in any way. The antiques were soaked. We picked up one table and it split in half and fell to the ground.

The mgr was walking toward us with a man. I thought they were going to help us as it started to rain a bit again. Mgr: "I just want to explain why I have to charge you". Me: "If that is the reason you walked down there, don't talk to me. I have work to do to get this trailer returned by 5." Mgr: 'You don't even have a tarp on it'. Me: "You need to go back to your office and not speak to me. I'm going to lose my temper and I would rather not do that". We will settle this in writing. They left.

We finished, we drove to the area to unhook and leave the trailer. Between my daughter and I we have rented dozens of times. We have NEVER waited for anyone to unhook the trailer for us. (I'll clarify: my daughter is 5' 8, waist length blonde wavy hair, blue eyes, and dresses like a hippy. She gets help wherever she goes. AND this time, nothing). We waited, we were the only customers there. We were the only customers returning a lease. We waited. We got out of the car so they could see us in the office. They have closed circuit televisions there for security. They could see everything. My daughter started unhooking the trailer. That was about 6 min. I took pictures of the empty parking lot, that get timestamped on my phone, and my 'check out' from the security pad marks the time I pulled out from the locker to my way to return trailer.

As soon as my daughter lifted the 5'x9' steel trailer off the hitch and set it on the ground a man walked out and 'just leave it there'. We just looked at him. We drove out of the parking lot. Kim has a witness, I have a witness, BUT the cct will show it all. Unless of course it's disappeared for some reason. The cct is the reason I won a 100K lawsuit against winners. I fractured my ankle in their store and no one helped me. Treating me badly is the worst thing you can do. The judge was livid that Winners/Homesense/TJMax didn't have footage from the 2hrs my fall happened in Winners.

When I returned home 10 min later, I emailed general manager, asking again what days will I not have access, and for contact info of someone else I may speak to. No response. I emailed for the 3rd time March 2. No response. I emailed CS on March 6, got the auto response, "Thank you,you will get a response soon." No response. I emailed 6 different debts a few days later, thinking someone will have to respond. No response. I tweeted my message on March 11 and received a response right away. They went into my file and reported to me that the general manager was handling it. I could not understand that at all. I replied she wasn't handling anything I had not heard from her.

They messaged someone else. They responded saying they checked the file and the GM is looking after it. Same note, same response from me saying I've not heard from her. She has the correct email. We had already had 11prior + 3 emails back & forth after the incident. She has my number as well. I never heard back from that person. No one I contacted at U-Haul knew what was going on. They escalated to her boss. He was so unprofessional I told him I couldn't talk to him. I needed to speak to someone else. He said his boss was away on vacation and wouldn't be back for a week. Who goes away on vaca from an international company without having a substitute to fill in and handle problems? I said I would continue my social media campaign until that time. They did everything they could to appease me and make me stop to be patient and talk to him.

I was told 4 times he would call me on Monday. I called CS on March 16 to see what the status was. I convinced one of the ladies to read through their internal notes. On this day...on that day...This happened and that happened. I learned how they process complaints. The common issue: they receive a complaint via phone or email, it gets auto-forwarded to the GM of the area the complaint is issued from, the GM handles in. THEREIN LIES THE PROBLEM. The GM receives my complaint that I thought I sent to someone else. She responses in the internal notes that she is handling it. My complaint is closed.

U-Haul thinks it's finished. They cannot understand why I'm still complaining. I cannot understand why no one is getting back to me. As of March 16th they all knew the problem with the protocol. The GM was/is blocking my written complaints from going any further. The CS rep is now trying to protect 'their own', she would not let me complain again. Fair enough. They confirmed I would be getting a call from their Canadian Marketing President?!? What position is that? On Monday, confirmed 3 other times. Today is Monday, never heard a word. Spoke to the tweeter team at U-Haul, they're just back from vacation today. He has to read the files and should get back to by Tuesday. I've waited 3 weeks for a resolution. I've waited since March 16 for March 21 phone call to start talking to this person. I waited all day to be told at 4pm, maybe tomorrow. The fight is on.

Original Review: March 21, 2016

Rented a truck on 3/12/16 from location 778053-Downtown Pensacola (2817 N Pace Blvd, Pensacola, FL 32505). Air conditioner did not work. Took it back to same location and reported the problem. I asked for a partial refund after truck could not be fixed and no other option was offered. Just received word from manager at that location that she would not be granting a refund, as I should have called roadside assistance. What? I reported the problem in person. STAY AWAY FROM THIS LOCATION OF U-HAUL or, better yet, go with another truck rental company.

At 2 pm I inquired as to whether or not the truck was back or if anyone called indicating that they would be late. Judy said it was not back and indicated that they'd received no call. I decided to wait a little longer. While I knew that I needed a 26' truck, I couldn't afford to wait longer. At about 2:15, I found it best to try to secure a truck of any size so that I could get on the move. I asked Judy if there was anything she could do to help me out. She said that the largest truck they had was a 17'. After I informed her that I was moving a 5 bedroom house and that a 17' would require more trips, I asked her about the $50 that U-Haul advertises that they will pay, if they cannot meet your needs. She said I did not qualify since they were able to rent a truck to me. Her counter offer was a $20 discount on the truck rental. I told her that I had 3 moving men waiting and that I was in a very difficult position and so I would agree to rent the 17' truck.

The fact that I am disabled and living on a fixed income is not directly relevant to my truck rental. It does however, give you some idea of the unusually greater degree of difficulty that this situation caused to me. In short, not having the 26' truck caused me a lot of worry, hardship, additional time and additional money, especially extra time for the movers. As well as the extra time spent by both myself and my family. At the moment, I am not suggesting that U-Haul did anything underhanded. I am only telling you about my hunch. And hoping that you see what a difficult and costly position that this experience has put me in. A full refund would not alleviate the time and stress, but it would help to offset the additional time put in by the movers. I would be very pleased with that. Note: I am sending this today and will update this if /when I hear back from U-Haul.

Long story made short, my bank card which is required by U-Haul to be kept on file was duplicated by a criminal a day after I used it at this Uniondale location. The trail leads to an employee from that location simply because the card was brand new. It was never used anywhere else because I had the new card sent to me to replace my old with a worn mag stripe. It was activated and I used it for the first l time at this location. Did not need to use it anywhere else and basically was on vacation for the rest of the week and stayed inside.

After the truck was returned late evening that Monday, by 6 AM the next day $500 was withdrawn from my checking account at a well known bank. For the next two days the same early morning withdrawals continued at the same said bank but at different Queens branches. Several listed attempts to my checking and savings accounts were noted on my fraud report. After making a full Identity theft report which was a nightmare in itself, I contacted U-Haul's customer service to inform them that their employees were stealing and on a felonious level. The first representative which I explained the entire situation to twice simply apologized and said she would put a note on my account. Nothing about being contacted back by someone higher or more experienced.

I thought to call back later to finish releasing some steam "politely". I called back and spoke with a man who basically said the same thing even though he seemed a little more sympathetic. He didn't seem to have an answer when I asked to speak with a manager. All he said was the only person available to help and would put a note saying "the customer was very upset about the service". I haven't not heard back about any of this and as far as the police are concerned "this unfortunately happens so often that it is hard to catch up with". In my firm opinion, I should have been responded by now. I left all my current contact information both times I called U-Haul's customer care.

It has been 8 months since and no one at this Uniondale or any U-Haul location has contacted me. No email or even a call for piece of mind that they are working to resolve. This disgusts me that a brand will allow their employees to take full advantage of their authorized resources to steal from a person and not say "We are working to fix the issue". I will NEVER use U-Haul again to say the least. I would caution anyone to steer clear for the sake of possibly also being a victim as well - another victim.

One of my helpers has a father who rents from that location (Rt. 46, in Lodi, NJ) regularly and tells me this sort of thing is standard as a 'punishment' for those who don't take out the insurance and is something they've gotten a reputation for. The manager of that location was about as sympathetic as a prison guard. I'm receiving collection letters for it now and I'll be damned if I'm gonna pony up that kind of money for something I didn't do. I'm prepared to go to court if necessary with my helpers in tow who'll swear to my side. This makes me not want to ever rent from U-Haul ever again.

Little did we know the young lady only booked the truck for an 1 AN HOUR!!! Who moves in an hour - this is a moving company!! So they moved our reservation to 3 pm leaving us with only 3 hours of daylight to move. So we gave up at 7 and brought the truck back. We use no more than 17 miles and these people charged use for 40 plus miles. These people are NUTS. If I have to sue or call the police I will. IF YOU ARE LOOKING FOR A GOOD COMPANY TO RENT A TRUCK DO NOT PICK U-HAUL. Trust me you will have less of a headache if you chose elsewhere!!!

Have had them install a hitch... $250 dollars in repair shop fees. Later I find they did the wiring incorrectly that repeatedly caused my car's electrical system to short out. Sent me to a location (45-minute drive) for pickup, only to find the trailer not available there, so sent me ANOTHER 1/2 drive to get another one. Said they'd send me $50 to cover some gas/expenses on that deal, never sent it. Just called them again, on phone for 25 minutes, and they just disconnected my call. I hope I never have to use them again and highly recommend you try to find another rental company!

I was late to pick up my sofa, late for the cable guy, we had to move our stuff by ourselves cause guys that supposed to help us left. This was nightmare. I end up to get the regular local rate. They charged my card twice for the truck I ordered 6 days ago, and the new reservation $157 plus $128 for the first reservation. Some rude lady called me back while I was driving. She said they will give me $157 money-back. I asked her to send me an email cause I can't write. She said she won't do that. I will never use U-Haul again. I'm absolutely not happy. This was a joke. My reservation **. I will never ever recommend U-Haul to anyone. I hope they will give me my money back. Staff is very rude and unprofessional.

On August 28th, I received a call from a corporate U-Haul representative telling me that they would not have any 26' trucks available and they were holding a 20' truck for me instead. There was no way my belongings would fit in a 20' truck; however, with less than 24 hours before my move, I had no choice. During that 24 hour period, I received another two emails telling me that confirmed that two different 20' trucks were at two different locations. A customer service representative guaranteed that the truck was already in the lot, along with the dollies I'd reserved for the move. On the day of my move, despite being told that I was guaranteed a truck that I could pick up until 8:00 PM, I received a call saying that the truck I was guaranteed never arrived, (despite being told that the truck was in the lot at the dealer's the prior day) and I had less than an hour to go to another location and pick up my truck.

I raced to the location, upon arriving the dealer told me he just received the call from U-Haul and that he had a 20' truck, but no dollies for loading. The moving company that I'd hired had to go and pick up dollies from another location, delaying loading. Because the truck was smaller than the one reserved on August 15th and the furniture dollies for heavy furniture weren't provided, it took two trips. The delay caused me to have the truck 27 hours, rather than the 24 hours. I was charged an additional day and had to pay double miles despite the overages being caused by U-Haul's failure to provide the 26' truck and dollies reserved two weeks prior to my move. Because the movers were required to make two trips, their time was also extended and it was necessary to pay them double the original price.

When I attempted to call customer service at U-Haul on Monday August 31st, the first representative actually laughed and hung up the phone. I was shocked and if indeed all phone calls are recorded would happily challenge U-Haul to listen to the calls placed the morning of August 31, 2015. I called back immediately, spoke with a second representative and she said she would need to place me on hold. Fifteen minutes later, the call disconnected. When I called back a third time, I went straight to a recorded message that indicated any complaints should be addressed by completing the customer satisfaction survey and someone from U-Haul would contact me regarding my concerns. I completed the survey. No one has ever contacted me.

After reading the U-Haul experiences on here I am rethinking getting anything from them. I need the truck TOMORROW and all dealers are CLOSED. U-Haul confirming the order and pick up location is bogus!!! If I had not gone to find the location today, I would have gone to the pickup location of Cashiers tomorrow only to find out they didn't have the truck OR auto transport!!! Buyer beware of this company!!! They misrepresent reality!!!

I called U-Haul and spoke to the same lady I placed the order with. She reiterated 5 times there should be no problems because the equipment used was cleared by the computer. She then brought over her manager and I could hear them speaking in the background. The lady gets back on the phone and says, "upon further review the drive shaft should have been disconnected since it's an AWD car." I said, "I should have been told that BEFORE I rented the equipment. I had to deal with getting the car off the main road to avoid an accident" and that I'd call back. I called back and spoke to ** the mgr. She said she would call and pay for a tow truck and U-Haul Int'l would pay for any repairs. She asked for my location and said she'd call me back with an ETA for the tow truck. I got a call from the tow company and he asked how would I like to pay for this. I told him ** said they would pay for it and he said ** said U-Haul would not.

I called ** back and she had a completely different attitude. She told me to pay for the tow/repairs and they would investigate to see if they would reimburse me. She said I was warned to disconnect the drive shaft. I said, "No, I was not". I returned the dolly and confronted ** and the 2 employees and they still lied about what was represented. ** was particularly rude and unprofessional. I told them all previous conversations were recorded and I had caught them lying. ** said I haven't heard any recordings. I said she would because I was going over her head.

The next business day I spoke to the regional mgr in Tucson, Manny ** and explained the situation and he told me to file a claim with their insurance company which I did. I emailed the conversations to the adjuster too. The next day I got a call from a very apologetic Mr. ** who completely agreed with me 100% and would instruct the insurance company to pay for repairs. He was friendly, polite and curious. Within 2 days the insurance adjuster emailed me to say they are sending a check. I was very impressed with Manny and would not hesitate to use U-Haul again but strongly recommend you avoid the location on Fry St. in Sierra Vista. Those employees including the manager, ** are NOT honorable people.

So the truck was outside waiting and even though I took up the insurance I still did (even when renting cars) I do a walk around and note any issues, nothing seem suspect. So I left the truck and quickly shot down to Mississauga to pick up the trailer as it was. The next day we were leaving and I didnt want to rush around then as I wanted an early start. I noticed immediately the chains on the trailer were rusty and mentioned it to the guy who hooked it up, but he ignored me, I assumed he should know as he works there. The next morning my wife had gone out to the truck to put the GPS on the windshield and she then noticed the smell of cigarettes and so she then decided to give the truck a look around on the inside as she had not been in it yet. She noticed water bottles of yellow liquid, used tissues and candy wrappers under the seat, behind the passenger side where there is a small gap.

I noticed immediately that the truck had temperature control issues, the normal ac/mac ac, low, med and high settings on the fan didnt work correctly. When the van is not moving it works all settings but as you put the van in drive it stops the blower. When we got onto the highway 401 I noticed the fuel need to be filled as I only received it with of a tank so I filled it up at Dixie turn off. When we got back on the 40 I decided to settle in for the long drive ahead at which point noticed the drivers arm rest was broken (spins around and didnt lock). After the extensive wait at the border for our visas to be issued we got back to the van and it was like the van didnt want to start. After 10 minutes it eventually started after pumping the gas pedal. So we carried on, it was at this point I had to fill up again, the truck now has had 2 fill-ups from Toronto. The truck was getting 200-250 miles on a full tank.

As we started to cross MI the truck started to struggle and hesitate on acceleration. The clutch kept popping when getting up to 50 mph and it started to overheat. I really started to get annoyed with the van so I called U-Haul just before leaving the next day, but had got no reply. During this day I had to stop 4 times to let the van cool down and now I started to have issues with the steering as it was shuddering a lot when driving at 40-50 mph. That night at the next hotel I called again and left yet another message, but still got no reply. So while driving my wife decided to email and make a complaint. And sure enough when we got to the hotel that night I had an email from the manager at the store I rented it from, yet he didnt even acknowledge my past calls or apologise about not getting back. He did apologise about the van.

I told my wife while she was emailing to ask them for a copy of the recent safety the van had, as I believe this van would fail immediately on any inspection. She did this but he didnt acknowledge that either. So I replied to the manager stating that I would like a copy of the inspection as not only does it state on U-Hauls website that all vans are checked for safety but also cleaned before every rental!! I also explained to the manager that I will be taking the truck into an inspection centre when I get to CA and that I am still waiting on his recent inspection. The van got a total of 220 miles on a full tank on average, so here were the complete list of issues the van had and if anyone has issues like me, take it to get inspected like I did as Im sure when I pass a copy of the report I got done, it will make U-Haul think twice before ignoring customers and renting beaten, unsafe vans/trucks.

Drivers arm rest broken, Shaky steering (Linkage), Rusty chains on trailer. This or any van in this condition shouldnt be driven whether it's 10 miles or 3200 miles.

He and a friend of ours had to unload the truck in the parking lot and repack everything into a new one. At this point we were unable to leave when we planned, and this issue cost us a half a day of travel time. The next morning when we were about to get on the road, it was raining, as is typical for Seattle. My husband was pulling the truck out of our driveway when one of the tires slipped in the mud and the truck started to slide down a small trench between our driveway and our neighbor's shed. The rear right tire was a foot off the ground. We called roadside assistance, who informed us that U-Haul could not help since we were not 15 feet from a paved area. They advised us to call a tow truck (which we would have to pay for out of pocket). The towing company we were directed to told us to call around to other places because "it will be about $500 to get us to help you".

We couldn't find anyone else who could help us, and meanwhile it was still raining, which meant the truck could very well keep sliding and eventually tip over onto someone's property. We called the first place back and were told they now couldn't get anyone to us for a few hours because "while *you* were making your decision we got other calls". I finally had to call the local police to get someone to pull our truck out. This was a very dangerous situation that U-Haul essentially refused to do anything about, despite us telling them several times how unsafe it was, not only for us, but for others who live on our private road. When we did get on the road, we discovered the windshield wipers were squealing when in use. We were driving through the Pacific Northwest and Midwest into New England at the end of October which means lots of rain and some snow; functional wipers are of paramount importance.

If we turned them on low, they were not effective; if we turned them higher they were squawking very loudly and were extremely distracting while driving. Finally, after 5 days of driving, we arrived in Hyannis and went to unload our things into our storage unit which I had reserved a few days earlier. Initially I had reserved for October 30th, but called as instructed to push the reservation to the 31st (as we had lost an entire day of travel before even leaving Seattle). When we arrived at the Hyannis U-Haul, the associates had no idea we had changed our reservation date and spent 45 minutes scrambling to get our paperwork together. I was initially told we could not move in to our storage unit until we returned our truck, which was clearly wrong since we would have to unload the truck before returning it. This confusion took additional time, while we just stood around instead of unpacking.

It took 4 employees to finally figure out that yes, we had reserved storage, and yes, we could get into our unit before returning our truck. Without even asking what kind of unit we would prefer, we were given a second floor indoor unit, and when we asked if we could have an outdoor unit to make unloading and access easier, we were informed it would mean starting the paperwork all over again. We did not have time for this, so we took what they had assigned us. The indoor storage units are awful. The hinges on the door of our particular unit do not line up, so the door must be lifted and squeezed closed in order to hook the lock on. It is so dark you can't see during the day if you need to look for something, and the worst of it is, the indoor storage area stinks of cigarettes. Not only did we wind up with a unit that was inconvenient and in poor condition, we now have our baby's clothes and bedding stored in a place that reeks of smoke.

Now we will have to start looking for other storage so we can move our things AGAIN before the next month's bill. When we first started planning our move, we priced out truck and storage rentals at other places and despite U-Haul being the most expensive, we opted for it because we thought the service and experience would be much better than at other companies. We spent $1500 for horrible customer service, vehicle related issues, subpar storage accommodations, and to top it off our travel time was under even more pressure than usual as we lost a day and my husband was to start work upon arriving in Massachusetts. Needless to say, we will not be using U-Haul again and will advise friends and family who are moving to go elsewhere as well. This experience can only be described as nothing short of abysmal. We have reached out to U-Haul and have not yet received a response.

As I and my six year old daughter left we could hear him punching things and cursing real loud. I sat in the parking lot and got my bank on the phone to dispute the charges, they get U-Haul customer service on the phone who said that they had 24 hour customer service. Customer service emailed the manager to resolve this problem. Please note today is 31/Oct/2015 and I will post my story ever where I can until you resolve this – well I need to go contact the Better Business Bureau about this place.

I also was told that round trip reservations are not allowed for 2 days so they had to change it to a one way round trip and that made it more expensive. The website did not show that. And, the confirmation shows no details of pricing and myuhaul.com doesn't reflect that they made changes - just shows the new rates and preferences that I supposedly entered. I reserved weeks in advance to ensure I would have a vehicle and to "lock in the rate" and this felt like bait and switch and I don't feel that I can trust there will be a truck available. I cancelled their truck rental and have gone with another significantly more expensive option.

So after the young man initially tells me in the yard that the truck was stolen and he does not know what was taken and we can't open it up, I yelled ** three times in the air. Not one person around. It is Saturday in Kamloops on a reserve, that is where the dealership is located. Beautiful reserve, absolutely beautiful. After my outburst of realizing all my art might be gone, I continued a pleasant conversation with the young man and my boyfriend and I were laughing at the situation. Everything was fine, so he gets a hold of the manager. She said take the cop thing off, we open, they did not steal anything, great. Now young man tells us they are transferring stuff into another truck, the nicest guys show up, great movers.

So right before movers show up, I am in the next lot smoking and I see a teenager looking girl talking to my boyfriend. I give them about 15 minutes, she is not leaving, so I wander over, ask "what's up?" and she said "Oh, there are movers coming and we don't know where the truck was stolen from." (lie # 1) So she has no new info, stood there for 15 minutes with my boyfriend, and now is continuing to stay there talking about the weather and so on. We are now 20 hours behind. My boyfriend needs to be at work. He just about drove off a mountain cliff when rad blew, the truck was stolen, and some twenty year old is trying to talk to us for too long. So I politely tell "thanks we will be fine."

Some time now after everyone is laughing, having fun, she comes to my boyfriend and said she did not appreciate me swearing in the yard that morning and I better be careful how I speak to head office. Oh my word, I am fifty years old and she thinks U-haul head office is the most important people I have dealt with. And this twenty year old is going to stir up trouble 5 hours after the fact and she was not even there and speaking to my boyfriend about it. This is a company that overbooks every month, has people totally freaking out all the time. So now I ask her about this and she starts in she did not like the way I politely excused her. I kind of start saying "oh my god are you nuts?" and she threatens to call police. The war is on. Bottom line, this twenty year old, I bet is the daughter of the owner.

Tow truck driver phones us, tells us the whole story. Truck was stolen from their lot after he dropped it off. This girl, the whole day, was shifting blame. Was trying to convince me not to phone police and only deal with head office. It would take forever to write the whole incident with this little princess but if it was not for her, the whole situation would of been fine, everyone was so nice! This happened Friday night at four pm on the 16th.

We tried to get through to U-Haul Roadside Assistance that was unavailable for 4 hours. We called U-Haul North Lynnwood where we rented it, as we were only 2 hours away from. They wouldn't help; they transferred us both times to roadside assistance. We ended up being told to just call Highway Patrol to help, as we were in a dangerous place on the pass because roadside assistance could not be reached. We paid over $600 to tow the truck and trailer. It took 2 days for them to send someone out with a new truck and movers. They apologized and told us to save all receipts for the entire trip for prompt reimbursement.

We corresponded through email with U-Haul Storage North of Lynnwood, as they instructed us on emailing receipts from the two truck, motel, gas, food, clothing, clothing and pictures of everything for payment. We emailed everything to both Eddie ** and Harley **. They told us everything was great and we never heard back. We kept emailing for an update but didn't receive any response from either one of them.

We were finally contacted by Repwest, U-Hauls insurance company. After a few weeks of them not returning phone calls, they presented us with an offer that was 1/3 the amount of the balance owed. We expressed our concerns over the low amount and we're told to file with arbitration from the link on U-Hauls website. It has now been over two months since we were told we would be promptly reimbursed. We purchased the Safemove Insurance in the event anything went wrong. I lost additional wages from time off work, not to mention the amount of time lost, having to empty out the rotten food and skincare in the fridge and freezer for garbage/recycling, inventory/photograph entire contents of fridge and freezer, grocery shop/web order to replace all of it, compile a spreadsheet of all items lost with replacement costs/receipts, scan/upload to email/print/certify mail to U-Haul.

Due to the delay, we had to pay for movers when we arrived, as our friends were at work Monday and Tuesday. Last but not least, we lost our family pet who was ill and his health rapidly deteriorated and unexpectedly passed away because of the breakdown in the 105 degree weather and the stress of 3 day delay. Our family was devastated. We have all receipts and photos (all emailed and certified mailed to U-Haul) for additional review. We would like to avoid prompt legal action and resolve this matter. We are requesting reimbursement for the following: gas, towing truck & trailer, food, lodging, etc., $1,653.60; refrigerator and freezer contents, $357.15; organic skincare from business (in fridge), $371.75; lost wages from work, $643.92; euthanasia of family pet, $95.00; total cost of the U-Haul truck, $974.34; Boise U-Haul Reimbursement, $500.00 - Total $3,595.76.

Tried calling them back to tell them we weren't going to wait there 90 minutes. I needed to use a washroom and we weren't safe where we were, also wanted to know if they were coming with another truck. No direct answers. Roadside topped truck up with coolant and we were sent on our way to dealer we rented from to get another truck. Called this dealer while my husband was driving. He has no trucks. We go into Cambridge knowing the coolant is running out. We were told there was a dealer on Eagle. Drove down Eagle twice to Concession. No visible dealer. Go into Tim Hortons and park truck, coolant running out of bottom.

Confirm on our phone, our data, that there is a dealer across the street, it is disguised by a Valet car wash. They tell us "Sorry for your problems but we can't help you." She phones Windsor. Service provider tells us to take it to Sheppard. Tell her again, truck won't make it. Finally they manage to work around their system to provide us with a truck. They tell us somebody had phoned us. No call received. They verify on the bill that the phone number they have on contract was not my husband's, it was mine and I wasn't even there when he rented the truck nor would he give them my number.

It was probably from a previous time and nobody even bothered to verify the information even though they were emailing and texting to my husband's number. There we are, still needing to go to Pickering on the other side of Toronto, 3 hours later than ETA, people waiting. I would never recommend this company to anyone. Biggest dog and pony show ever. Where is the Ministry of Transportation and Ministry of Environment? This should not be happening so consistently.

I can park my vehicle there and feel safe about leaving it for 2 or 3 days. I went by there this very same day (wanted to measure the real distance between the cargo rails) and there were 4 of the trucks I was requesting. COOL! Waiting for the shoe to drop, I finally got the waited for message that my reservation location had been changed. Again. Not so far away this time but still.. It's the principle. Called CS and launched. I was told the usual BS about truck not being available there, the 4 trucks were already reserved, clause says we can choose location for you...yaddayadda... Hopped in the car and drove over since I sort of know these people. Guess what... Not a single one of the 4 trucks of a length I was requesting had a reservation on it!! He told me, "yeah, go online and make a reservation. They are available." No thanks. Remind me to tell you the propane story sometime...

Get this... Supply and demand was their excuse. Excuse me? A little Podunk town with two U-Haul outlets has more trucks available than the entire SF Bay Area? Now get this part... Another whim, I went to their website and checked how much it would cost to rent the same truck on the same dates in reverse: Portland, OR to San Rafael, CA...$305.00 plus tax. How in the (excuse my language) hell does this make any kind of sense? It's a rip-off, plain and simple. I will never do business with this company, my son will never do business with this company again, and I hope you do not ever fall for this kind of scam either. STAY AWAY FROM U-HAUL and spread the word. Business practices like this should be outlawed. If anyone knows of a class action suit against them we're in. Just let us know where to sign up!

After a good 20 minutes of arguing, we finally received the keys to the truck. The truck had clearly not been cleaned, as there were leaves and empty plastic bottles in the back. In the end we were given all of 2.5 hours use of the truck, and still miraculously managed to return it half an hour early. When paying for the truck after the return, we were charged an additional $15 for SafeMove Insurance, despite opting out of it when reserving the truck.

That very same afternoon we called customer service to file a complaint about our experience. We were told we would be refunded $15 for the insurance and $50 because of the guarantee that our truck would be available at the time of reservation, and be receiving a call from a manager within 5 business days. I received no such call or refund. Two weeks later I called again to inquire about it, and had to file a second complaint with a second customer service rep. Same thing, I would get a call in the next few business days and a refund. It has now been two weeks.

Yesterday, I emailed the customer service representative that I talked to last. I got a response today saying the general manager contacted me and said they couldn't refund the insurance because I already used it. I received no such phone call, talked to no such person, not even a voicemail left behind. Not to mention, they are refusing to refund me something I was wrongly charged for on the basis that I already used the service. I had opted out of this service and it was not mentioned before the rental. Still no mention in the email of the $50 guarantee. Shady company, terrible customer service, and I'm still dealing with it over a month later. I posted this on the U-Haul facebook page as well and kept getting "Sorry for the inconvenience, we'll get to the bottom of this". Yet to hear back from them.

The UBoxes were shipped to a different location than I agreed to on the online reservation. I was told the day before I was to pick them up. The location where I had to pick up the UBoxes did not offer truck rentals, so I now needed to drive 20 minutes to a new U-Haul location to rent a truck. This U-Haul location had no pickup trucks available, so I had to rent a large moving van. This added an unexpected $80 to my move. Before I moved, I called the 800 number and asked if I would be able to take two boxes at a time to my house. They assured me that they would have a two-box trailer available for me to use. I never saw a two-box trailer at any U-Haul location, and I had to take the boxes one at a time.

Aggravating all of this was the fact that calling any U-Haul location just forwards you to the national office. The information I got from the national office was usually wrong. In the words of a U-Haul employee at one of the locations I visited, the people on the 800 number are "retards". My UBoxes did arrive on time and in good shape. Overall, though, renting UBoxes from U-Haul was a frustrating experience.

Since we were fearful to drive further, we finally asked if there was a U-Haul drop off site in the area. We were told to drive 10 miles and drop it off at a hardware store (which was closed). We were not told what type of fee might be charged if we chose to do this. We drove slowly to the site and left the trailer in their parking lot. The insurance company for U-Haul has denied our claim for damages to our vehicle even though we had purchased their insurance (stating it was our fault for not ensuring it was properly attached even though we did check it at each stop) and has charge us approximately $250 for dropping off in another city.

According to them when I signed the rental contract, I agreed to having my personal insurance as the primary coverage in case of a claim. Then why offering insurance in the first place? I just can't understand how it helps the consumer if in the end, we will not only be hunted by Repwest but by our insurance too because Repwest will make sure if you don't sign the form, they will go behind your back and tell your insurance on your behalf. I was never offered Safemove Plus insurance at the time of renting the truck. The lady only asked 'do you want insurance?' and I said yes. That's all they tell you about insurance. Nothing about what options you have or that Safemove Plus covers a lot more and is a better option than useless Safemove etc. So sign the contract thinking that you'll have no problems if something happens because that's what their insurance is for, to give you peace of mind. Well that's not true. So what are my rights here?

A $14.00/day insurance premium is about $420.00 mo. but it won't cover $4,700.00 in damages? Then why in the world is their insurance even offered? To make them richer is the only answer to that. Why is it that at the renting location you are not informed about the insurance options available? The contract sure doesn't say anything about it so, how would you know? Other consumers with complaints say that it doesn't matter what your accident happened whether you're at fault or not, they'll find a reason to make you and/or your insurance pay for the damages. Why isn't this all over the news so that innocent people are aware of U-Haul's nasty practices? My insurance is probably would go up and it wasn't even my fault. The police officer didn't even give me a ticket. I have contacted a few insurance attorneys and I'm waiting on a call back. I rather pay a legal firm than these clowns. Do yourself a favor and DO NOT rent from U-Haul please.

Called again the store and he said he will take it off. Well that never happened and basically U-Haul is saying as long as we have your credit card on file, we basically can charge you any amount of money we think is good for our shady business. Well, if you want your money stolen from you and be treated like crap, U-Haul is definitely the place for you.

This is what I want to communicate to you: I have recorded with my phone how I was treated and I will consult an attorney to see what my options are for being discriminated against as a woman. My husband has put a lot of money into using your company; we will NEVER USE U-HAUL AGAIN. I will post my experience in as many places on the internet as I can recommending to everyone that they use ANY OTHER company BUT U-Haul. All of this for one bolt... Goodbye U-Haul.

I start the process all over again. This time she tells me that I need to have a debit/credit card to use the certificate. I explain that I can't, that I do not have enough money on a card to cover the cost. She explains that I cannot use the certificate. I told her that was ridiculous. What is the point of the certificate? If it's to assist people in troubled times, needing a credit card part makes it mostly obsolete. She argued that they could be for gifts. As she said it to me out loud you can tell the silliness of it kicked in and she just stopped mid sentence.

The worst part is I worked around my issue and then tried to get the money back from U-HAUL for my parents. They denied my request. They said they do not give refunds, but their policy states "no CASH refunds". My mother thought that they meant the person receiving the gift certificate could not skip out on the U-haul and just ask for a cash refund. Although the customer service was nice, he made it clear that the departments are separate and he could only type in the request, there is no way to be escalated. I will say that being in the military I have used U-HAUL often. I also have 4 kids, one that will be heading out in a couple of years. U-HAUL may have earned a free $200 bucks this week, but they lost more than that. I will never use this company again.

Maybe you would like to have your 2-year special needs child, that literally eats and breaths through tubes, stuck with no way to reach her medical equipment or supplies because your rental broke down on a hill and now all of your stuff has turned into a high-stakes game of Jenga? If this sounds appealing, then U-Haul is the way to go!!! They will go out of their way to make sure you have a terrible experience all around and steal as much money as they can in the process!!! Just head down to your neighborhood U-Haul and ask for Beelzebub, he is ready and waiting to give you the moving experience from hell!