U-Haul Reviews

Come pick up day, I still haven't received a time or pick up location. So on my way to pick up, I decide to call customer service to make sure the trailer is there for me to pick up. I now find out the regional manager never held that location and I was moved to pick up over an hour away. Then they tell me the woman I spoke to that day was not the regional manager, but was just using her name. Ummm shady, doesn't even begin to describe my new concerns.

Not one person even seemed a little bit understanding of my concerns. My anger for the regional manager not doing her job, or for the fact that I have been inconvenienced in a major way with the plans I had made for moving this day. Did anyone do anything to attempt to accommodate me or the situation I was put in? Not at all. The only person who could help me was conveniently out of the office. By an extreme far, the worst customer service I have ever experienced in my life!!! They should be ashamed of the terrible name this region is giving to U-HAUL as a whole.

First call made to U-HAUL insurance. I was told since I had people loading the U-BOX's, U-HAUL would not cover damage if the boxes were not damaged. Of course I was told on a second call the boxes were not damaged. So much for their insurance coverage. It must take a completely crushed u-box before their insurance pays out. NEVER NEVER will I recommend U-HAUL for anything.

During the course of the drive, we could smell burning rubber and exhaust fumes every hour but thought nothing of it since the check engine oil light popped on, following the tire blow out. The truck was unstable and was throttling high and low, but again we figured it was the weight of the truck. THEN passengers, to include my son, became ill. We couldn't tell if it was the food on the road, but all of my passengers were ill and later threw up. Upon making our way into Connecticut, I began to see spots in my vision and I myself became ill and felt the need to vomit. We had to pull over and decided to stay somewhere for the night.

The next day we woke feeling so ill we could barely move, between the stomachache and head nausea, I felt like I was poisoned and so did the passengers of the truck. We then took a visual inspection of the truck and noticed something alarming - the truck had a huge hole in the side of the cab. We then noticed the exhaust pipe which burned a hole into the side of the truck. The exhaust pipe was struck on bottom by the tire, which had blown out and lifted the exhaust pipe about 1.5 feet from the ground.

Not only did we notice the exhaust pipe which was about .25 inches from the outer wall, we found the tire which we believed to have fallen off somewhere on the road STILL wrapped around the axle. The new tire which was placed had its inner side shredded again by the blown-out tire making contact with it the entire route. My family is being seen by a doctor and we will be filing a police report. We were almost killed in a U-Haul and I cannot believe this even occurred.

I then turned around from Jersey and went to the Chester pick up location. I waited in line and when my turn came.. I let the woman know I had called earlier and had reserved a truck. Another woman waiting on another customer stated "I'm giving that truck away now".. I stated I reserved the truck and explained that I had no notification when I ordered online that my pickup location was different than what I requested and was in New Jersey. I was told "Well you're late and we only hold the truck for an hour past." They just shrugged their shoulders and nothing else... The representatives of Chester U-haul need to take a class on how quality customer service representatives treat customers!!! I will Never use U-haul again... I will spend my money with another company!!!

When I then asked why they waited until now to notify me of this difficulty in getting me a truck, he was unable to offer a coherent answer. He then stated that trucks were in high demand. I reiterated the question of why they would wait until after the confirmation time to contact me and state that my truck was two hours away, and he did not address the question. He simply said that he would comp me the miles, and that was it. When I said that I needed to consult my schedule and needed to get back to him, he logged the order for the truck. 5 minutes after speaking to this man, I then called back to U-Haul see what other options were available (as in specific days, times, etc.). I was put on hold for ten minutes, then the call was terminated. When I called again, this time I was put on hold for twenty minutes, then the call was terminated.

As you can assume, I was quite frustrated about the lack of communication and assistance. I then cancelled my order, and went to Budget Truck instead. I hope I have better fortunes with them...or at the very least, I hope I don't have to travel two hours for a truck I ordered three weeks prior to when it was needed. Very disappointing, and I will not be returning.

I am now stuck with a full house full of furniture, and a truck that is too small to hold it all. I live in a town where Uhaul has no competition. If you live anywhere that you can use one of Uhaul's competitors I would strongly advise you to use them. This is NOT the first time that this has happened to me with Uhaul not having the equipment promised. On my last move with them, I ordered 6 dozen furniture pads, but when I arrived to pick up my truck and equipment, they did not have one of the dollies that I ordered or ANY of the furniture pads. Their attitude was "Oh well!"

I was told to wait. I waited 30 minutes and they got back to me and said they had a truck available in the city I had requested. So back I go another 56 miles. I was told they would give me a 20 foot truck for the same price as a 17 and give me 50 dollars back. I get to the store and was charged full price for a 20 foot truck. I had to call the next day and complain. I had apparently 2 order numbers and they had to "investigate". In the end I was refunded the money. But the experience was a horrible one. I was in tears several times before the move was over. I will never rent from them again!!

So any charge you disagree with always dispute it with the credit card company - if any company charges you for something without your permission and refuses to give you a refund or reverse the charge. Don't wait on the company who has already done you wrong to make it right. You will be waiting until time limit to dispute the charge runs out.

What happened to customer service. These days everyone is only worried about themselves. I remember the days when people in businesses actually tried to help their customers. Now, I've got to ask how is U-haul number one in their industry. How does a company who doesn't care about their customer stay in the number one spot. I think the better question is "What has happened to people these days???"

I then called U-haul customer service from the location. I expressed to the representative my dissatisfaction: traveling 100 miles out of our way for a 10' truck that was obviously not in NY either (I was under the misdirection that the purpose of an advance reservation meant that a vehicle would actually be reserved/available in the location indicated); that I had to drive a 15' truck (It was just my daughter and I making the move and I am not comfortable driving any size truck, particularly 500 miles) which also meant more cost in gas (not to mention the extra gas spent driving to/from Dunkirk in the first place); and finally, that we were charged more in taxes than if renting in PA. The immediate response of the representative was, "One moment," and I was promptly transferred to another representative, and then a third. Carol's response was, "I'm sorry, ma'am," "I apologize ma'am," over and over like a broken record until eventually she hung up on me. I was told that U-haul does not have the personnel to drive vehicles from one location to another to assure availability - again, my mistake.

Then, upon return of the rental, we received an email asking to review our experience. Eager to do so, I should not have been surprised to learn that it was actually a review of the location (cleanliness, courteousness of staff, etc.), not one question about the actual rental process or experience. I must conclude by stating that the staff at the Dunkirk location were very professional and polite. Needless to say, I have shared our experience with everyone I know and will never rent from U-haul again. Hmmm, maybe this explains why we saw so many of those other rental trucks on the highway.

That was somewhat disconcerting since it was saying the time and location were up in the air, but nothing suggested there might not be a truck. Saturday, July 18th, we got a voicemail that there were no trucks available. We called the number on the voice mail to discuss "other options." There were none. There were no trucks under 25' within a 100 miles!!?? And further, we were told we don't even qualify for the $50 refund because the reservation wasn't "confirmed" even though the e-mail calls it a confirmation number? The rep said it was only a "request." They offered no assistance at all. The attitude was just, "Oh, well..."

We needed that truck! This is about the worst customer service I've ever encountered! Why not just say at the outset that there weren't going to be any trucks available when we made the reservation so we could have had time to make other arrangements? I can't believe they don't keep better track of their fleet's movements than that! And after reading the other reviews, I am certainly not optimistic that they will do anything to rectify the situation. Dear reader - don't rent from U-Haul unless they clean up their act!

Help arrived and determined that there was nothing wrong with the truck and the check engine light was no longer on. We filled the tank and set out. Around 9 pm the engine light came on again and we lost power. We coasted off the road to an abandoned gas station/construction building on a road under construction. We called again for help and about 45 minutes later, a service mechanic came to help. He discovered some serious issues and we arranged to be taken to a hotel about 5 miles away. The time was now close to midnight.

In the morning, we found out that the truck was not repairable and we had to transfer all of our belongings to another truck. After unloading the car, crawling in through the trunk to drive it off the trailer, we got the car off the trailer, then loaded it back up again. I insisted that they send a new car trailer with the new truck and was met with resistance on this request. After I lost my temper, I took things into my own hands and called the location of the U-Haul center and insisted they send a new car trailer, not a truck one so that I could get in and out of my car without having to go through all of those tedious steps. We sat out in the middle of a Wisconsin cow farm area where the diesel truck repair shop was located, approximately 60 miles from the breakdown. We were stranded there until 6:30 pm during the transfer of our belongings setting us back 21.5 hours.

The new truck they gave us had a leak in the roof and our belongings got wet in the heavy rains in VA. In my attempts to call Customer Service to get some sort of compensation, I discovered that a claim had been opened. I have called customer service every day since we got to VA and returned the truck on Thursday, July 9th. I have not been able to talk to anyone there about my case and they have not returned any of my calls. At this point, I took action with my credit card company to dispute the charges. This entire trip from hell should be compensated to me at no charge. I will repost when this is resolved.

Shouldn't someone in the call center confirm that the damn thing is even at the location before they "reserve" it? U-Haul looks idiotic because they promise something on their website (which apparently no longer exists) AND their personnel reserve these non-existent things as though they are there. If you rent anything from U-Haul, do yourself a favor and call the actual location you will be working with to confirm they have that rental in stock for the time period you have supposedly reserved it.

When I contacted that company they wanted to charge me another fee. I then called Ubox back and they told me that my delivery was again reschedule to the next day and that the local U-Haul was responsible for getting the box picked up and delivered to my home. They then referred me back to the local U-Haul and said it was their responsibility to make sure that my box was picked up and delivered to my home. I called Ubox again and was transferred to three different people and still do not have my box. I believe I will just pay another fee with a delivery company to get my Ubox which will cost me another fee on top of what I have already paid U-Haul.

I assumed I reached the dispatch where they acknowledged the work completed. I advised the front desk that the work is completed and "if it would be ok if one of your employees would give me a ride and I would drive myself from U-Haul". Arriving at the facility I noticed the hitch had not been installed. Calmly, I questioned the employee and he stated they did not have a qualified mechanic to install the tow package and he would not arrive until 4:00 pm. I waited until 6:45 that evening for the tow to be installed.

During the day I contacted my spouse Rita ** who is leasing the vehicle to contact Motor Village and try to get answers on the length it is taking for installation. She called numerous times in contacting the manager and receptionist stated he would return her call, with no success. She then contacted the sales person Linda ** who leased us the vehicle. Linda's response was that she had four customers and that she was unable to assist my wife. My wife was hurt as the result that she was discounted as a customer.

I left U-haul at 6:45 pm and the wiring harness had not been installed as the result of the incorrect part. As I drove away I noticed a knocking, vibration noise coming from the rear of the vehicle. I immediately contacted U-Haul and asked the mechanic if he would ride along to listen to the noise. He confirmed and stated it does not sound good. The tow hitch is vibrating against the exhaust and the possibility of rupturing the exhaust. My concern who will be responsible for the damage since we are leasing. I contacted the U-haul manager the following day Saturday 7-4-15. She stated she would look into it.

That evening I contacted Costco and ask to speak to someone who referred us to Motor Village. They connected me to advocate member Michael ** where I disclosed my experiences with Motor Village. My anxiety is Motor Village contracting with u-haul for installation of tow package and concerns are what if the incorrect wire harness is installed and possible create fire or damage. My spouse received a call from Linda ** Tuesday 7-7-15 and advised my spouse Rita if she could provide proof of the tow package rubbing the exhaust and possible record the rattling noise it is causing. Obviously there seem to be a lack of communication between Motor village and U-Haul.

My spouse Rita is discouraged at the level of customer service. It is unfortunate that anyone would have to go thru this experience. Although this is a new vehicle does not want to operate it. Today, I contacted U-Haul manager and made an appointment for installation of tow package. I forwarded the part Number for wiring harness # 82213938AC and tow hitch 82213349AB. Still waiting for Village to respond. In addition we are awaiting follow-up by Costco advocate. I will be forwarding this to Chrysler Corporation, U-haul Corporation, Motor Village, and Costco Corporation. Thank you.

I had planned on this reservation for 2 weeks, so I had already dropped off my car in the Denver, CO area and taken a bus back to Steamboat Springs where I had a bicycle as my only transportation. Since the dealership was only 3-4 miles away, riding a bike to pickup the truck was not a problem. When I arrived at the Steamboat dealership on Wed. July 1, I was informed that a truck was not available. To their credit, they found me a 20 truck in Craig, CO, but Craig is over 40 miles away from Steamboat!! I asked them how I was supposed to get to Craig with a bicycle. Their response was "ride your bike, or hitchhike!"

With no other alternatives, I was able to hitch a ride with a local tow rig operator to Hayden, who strapped my bike on the back of his rig, and then I had to bike the remaining 16 miles to Craig! The woman at the Craig U-Haul office was splendid, I have no complaints with her service. What I do have an issue with is the business of reserving a U-Haul truck that is not available! How can you run a business like this?! If a truck cannot be guaranteed, then what is the point of making a reservation? I am a 58-year old man who was fortunately able to bike 16 miles. But suppose I was not able to do that, how would I have gotten the truck in Craig?

I finally spoke to a man from the U-Haul main office for objections, who called 5 days later instead of the 48 hours I was promised. I asked for a refund after telling him my story, and his response was "Well, you're not gonna get a refund, you got a truck, we'll give you a $100 off on your card and a nice dinner!!" Does this man have idea how insulting that is?! I will never do business with U-Haul again.

The move went great, vehicle performed better than I expected with no problems at all. Fully loaded and I mean fully loaded, and with the steep hills in Kentucky, Tennessee, and North Alabama it pulled the mpg to just above 8, which I expected. U-Haul expects the fuel to be at the same level when returned as when rental is picked up. I fueled up immediately after pick up, set my trip meter to see how many miles till the fuel gauge reached the level it was when picked up. Then I calculated the distance from New Orleans that I would need to fill up so that the gauge would be exactly the same as when picked up. I nailed it on the head. The only drawback was the young guy behind the counter at the New Orleans U-Haul, where we returned the rental, that was sporting the baggy pants, showing half his butt. PLEASE U-Haul, put a dress code in place! The older guy was very professional and a delight to work with!! U-Haul has my future business!!!

I ended up driving 40 miles to the city that I was moving to, picking up a truck and driving it another 40 miles back to load the truck. I then had to drive to my new city and then drop off the truck where I rented. This is a company that cannot be trusted to produce what is asked for and what they claim will be delivered. Chances are, you will not have a truck on moving day. Do not rent from U-Haul and save yourself the headaches.

Then the lights on the trailer did not work and I was told the problem was likely a "fuse" in my brand new truck. I asked them to switch the lights, to confirm that the issue was not my truck. End result: the lights on the first trailer did not work and was given another trailer with working lights. Then, 5 minutes after driving out, the trailer had a flat tire. Called roadside assistance and no one ever picked up (was on hold for 1 hour and had to hang up). Thankfully I had internet access, so I simultaneously was able to make the request online. Then, the roadside assistance could not find the address (which was previously given correctly by me online). This added an extra 45 minutes. The driver told us that the U-Haul representative had given him the wrong address.

Finally changed the tire and he found a flat embedded nail in the tire. Asked him to check air pressure on remaining tires and they were all extremely low, so he proceeded to fill the other tires. Needless to say the U-Haul experience was a disaster!

So we went back to square one and made another "guaranteed" U-Haul reservation, this time at an alternate pick-up location. Then I received another email confirmation. And another text the next day asking me to call etc. etc. and this scenario kept repeating itself. Get the idea? Well, over the course of the next 2 days my "guaranteed" reservation was then automatically revised by U-Haul two times, without any input from me. The pick-up location kept changing. And the pick-up locations couldn't guarantee that I would have a truck. When I finally went to pick up the truck today, at the 4th location, I had very little faith that there would be one available for me. Miraculously, it worked out.

However, be warned! When you make a reservation with U-Haul there is very fine print at the bottom of the confirmation that states: "Note: This location is a preference only." The phone rep will not bother to tell you this, but when you choose your pick-up location, you are just choosing your preference, and it is subject to change over and over and over again! I will never consider using U-Haul products or services ever again. They jerked us around for 3 days, wasted so much of our time and created so much anxiety around whether or not all of our other moving plans would come together which were all dependent on their truck. Although the price estimate remained consistent.

So here we were, stuck with movers (who were already paid for) coming the next day to load our truck but no truck to load! We called Penske who, unlike U-Haul, was very helpful, had a truck in the size that we needed in a convenient location... but is twice the price. But, we had to get the truck because of the situation U-Haul put us in. I will never, ever use U-Haul again. Such an awful experience. Thanks U-Haul for making an already stressful experience even worse!

In the end, I went down the street to Penske. They had dozens of trucks available and were able to get us a truck in 15 minutes. The next day when I contacted U-Haul regarding my experience, I was hung up on three times by customer services representatives out of the corporate office. One of them, who identified herself as ** out of the executive office in Phoenix, was so incompetent she wasn't even able to locate my contract. Her colleague was able to locate it immediately, so obviously ** was not competent to perform her job.

Finally someone offered me a $50 reservation guarantee credit, which doesn't even begin to rectify the 2 hours delay, extreme emotional distress suffered, and pitiful excuse for customer service I've experienced by virtually everyone I've spoken with from the company. In addition, one of the customer service representatives, who hung up on me, offered me a replacement truck...three days after the date of the contract...for an out-of-state move. Absolute incompetence. I will NEVER use U-Haul again. Penske was $400 more expensive, and worth every penny. DO NOT MAKE THE SAME MISTAKE I DID!!! Definitely contract with a competitor over U-Haul. Unless, of course, you have hours to waste waiting for someone with an ounce of competence to assist you in customer service.

When we finally found it I realized why it did not show on gps. It was a muddy lot with two run down U-Haul vehicles on it. I searched all over and could not locate the key drop box. After a three of us searched the area we located the key drop on the front of a pizza restaurant (yes you read that right). Now, I did not fill the tank back to half as I did not mind paying a little bit of money because the tank was only a shade under the halfway mark. The agreement clearly states that a service fee may be charged if you leave the tank under a quarter. Seeing as how I wasn't close to that I decided to accept the price they charge for gas and drop it instead of driving 10 miles to the nearest gas station at 89 cents a mile.

Well I get the receipt and the very first thing I notice is the gas tank display. They are showing that I left it almost on E. This is obviously not correct. After doing some quick math it became clear that with weight/miles and estimating that the truck was only getting 5 miles to the gallon it is clear that one of two things happened here. Either the needle is broken or they falsified the gas reading in order to collect on the $30 service fee. I believe it is the latter. I know exactly where the needle was and the math doesn't lie. I believe they thought they could squeeze an extra $30 out if me and I either wouldn't notice or wouldn't care. Either way I have used U-haul twice and both times it has been more trouble than it's worth. From now on I will use Budget.

Called, spoke to two people and they sent me to 9330 Gulf Freeway (very, very far away) but finally I got a truck at almost 2:00 p.m FIVE HOURS LATER!!! And NO DOLLIES! Originally I had rented 2 of the largest ones and the truck was a 15 instead the 26 originally reserved. So I had to get the dollies from other locations. I had to make 2 trips and not to mention the people that was helping me move left after 5 hours of waiting so I needed to pay others to help me and I ended up paying $191.00 and they told me that they would only take off $50.00 for the inconveniences!!!

He called the U-Haul Cooperative Office and U-Haul at Coralville office several times. He talked with the General Manager, ** at the Coralville office to see why they shipped his furniture to Laredo, Texas without his authorization. According to **, he was going to look into this matter and was going to call him back (He still waiting on his call). Since he was not getting any resolution from the General Manager to fix this problem, he called the cooperative U-Haul in Phoenix, Arizona -- several times without success. They kept referring him back to ** and then they provided him with another point of contact, ** from the Marking Department in Des Moines, Iowa. He called him a couple of times and left him messages with his secretary, and he has not returned his calls.

Furthermore, U-Haul charged my son's credit card $74.95 on 24 May 2015 for the monthly storage fee. How can they charge him for a storage fee if his furniture is not even there? By the way, they told my son that the first month of storage was going to be free. U-Haul wants my son to continue to pay a monthly storage fee of $149.90 and $2,434.00 for transporting his HHG to a wrong location and without his authorization. For the reasons stated above, I requested for U-Haul to exercise in good faith and offer my son a resolution to correct this problem. Still waiting to be contacted.

Then ** happened, she did not care that I was at a U-haul drop off site. She said I had to drive the extra 40 miles to get to the wrong drop location I clicked by accident. 3 U-haul locations within 1 mile of where I was and she said "Too bad, you signed the contract." Gave up - went to other location, Now I'm late and they want to charge me another day, more insurance for day. Also bought extra miles and they refused to refund when I didn't use them. I didn't even use the 512 miles that came with the truck. I have used U-haul many times. I will never use them again.

Hamden, CT called about 15 minutes later and stated they could install the hitch but not the electrical wiring. I would have to go to my dealer for that. I need the hitch for Friday 6/12. They took my specifics, took my credit card to order parts, waited 4 days and called me at 6:30 pm on a Saturday stating that they (Orange and Hamden) cannot install my unit. I now have to wait until 6/8 (Monday morning) to call and find someone who can install. My question is: how can a national company who was provided all the specific information 4 days ago not have the ability to install a trailer hitch on an Audi Q5?

If I ran my company that way and hired staff they hire, would it be acceptable to say I can only do 80% of the work. My staff are not competent enough to handle certain work? The other 20% should find someone else. Shouldn't they have told me this information when I initially called? I could have found another installation company. The staff could not explain their inabilities, just that they couldn't work on all cars. A national company should be able to work on all vehicles. If they can't then maybe they should look at hiring new employees or have a list of what vehicles are too complicated. I would love to pick and choose what I would like to work on and what I don't want to work on... especially 4 days after I say I can do it. U-Haul will never receive my business again. I know this will not hurt them, but hopefully others will read this and follow my lead.

As we argued with U-Haul we had people checking other options at Penske, Ryder etc. of course they had nothing for the next day. We packed up everything we could, left behind what wouldn't fit and made the move to Sierra Vista. After unpacking the truck at our new home, we woke the next morning to find a flat tire on the truck. 2 hours after calling, someone finally came to fix it but to late for us to trek back to Buckeye that day (another $50 refund). We returned the truck and trailer on the 29th totally frustrated.

On the afternoon of the 29th we called again to rent a 10ft. truck in order to go back up to Buckeye and finish the move. We had no option they were the only game in town. Again they had no trucks "in all of Southern AZ" for us to use. We finally had to rent a truck in Buckeye (or so we thought) in order to pick up our belongings. That night after we were all set to leave at 8am. We get a call telling us that we couldn't pick up the truck in Buckeye because they didn't have one there, we had to go to Avondale to pick up the truck. My daughter had to reschedule her flight out of Tucson so that we could pick up the truck on time and she had to fly out of Phoenix (another $50 refund).

I spent over 7 hours on the phone all told with U-Haul, used more gas than was necessary for all the back and forth we had to do, wasted my time and lost a day of unpacking. I filled out a formal complaint with them, not that I expect any kind of reply and intend to put it out to anyway who will listen to stay away from them at all costs. We would not have had to make a second trip and pay for gas, my daughter would not have had to reschedule her flight, we would not have had any down time at all had they just gotten the 26' truck to start with. If you cannot fill an order don't take it!! How can you not know where your trucks are, where/when they will be returned and if you don't have one don't rent it. I will never use U-Haul again. I am totally disgusted and frustrated.

Also, the mechanic told me twice that I had ordered the wrong wiring part and I told him that the U-Haul system gave me no choices. If the wrong part was ordered, it was U-Haul's fault. My appointment was for 7am and the mechanic did not arrive until 7:30 am. Every time a new customer walked in, he took off and left my car unsecured, where the public walked by to get to a rest room. He spent more than 1 1/2 hours away from the car.

At the 4 hour point, I asked the manager why my car was not being worked on and he told me that I had been told it would take at least 3 hours. I told him that I ordered this online and that no one had ever called me or talked to me to say that it would take 3 hours. I then told him that it has now been 4 hours, and he said, "Do you want to argue, or let us finish?" The manager never apologized for the delay and was too busy conducting his own family business on his mobile phone to treat customers with courtesy and respect. Although U-Haul is a great company nationally, I can not recommend this location and will want to be compensated for my losses relating to this service.

I don't know how you can know how much you will need, given that you don't know the gas mileage of the vehicle. If you are driving 100 miles into Indian Reservation, and you cannot risk running out of gas like me, good luck! Of course it is all in the contract, but is that a fair contract? No. I requested a refund at the U-haul office, because I didn't have an extra $60 to donate to U-haul. The manager tried to appease me with a $30 refund and $30 credit, if I rent from them in the next year. He said he would have a hard time "explaining it to the company," if he refunded me any more. The company policy/contract is unfair business practice, and it needs to change!!

On the return, we ask about getting some sort of signed receipt showing we had returned the trailer on time and in good working order, and we were told that they would show it returned by their phone and that was good enough. We left there feeling very uncomfortable about the return. All in all, good trailers in good shape but customer service is nonexistent. As a follow up, had received an email survey and had stated my above concerns to them and got a follow up email from an area field manager with his telephone number stating he would like to discuss my issues. Called him and in a nut shell I see where the personnel get their non caring attitude. He really didn't expect or want me to contact him. In conclusion, I will never rent from U-Haul again. Won't give my money to a company who could care less about their customers. Too many other good companies out there.

Now, that may mean "pennies" to most of you. However, presently, I have to budget every penny I come across. So when I asked if they would deduct the extra mileage due to their own error, the Manager refused and said that the paper I have means nothing and serves me no purpose. Eventually, I was so peeved. I walked out and tried reporting the matter to U-Haul's main offices who in turn attempts to clean it up by falsely claiming that they have records showing that I called the same day I made the reservation for the 20'er and downgraded my order to a 17'er. Preposterous!!! I challenged the agent to email me said records and she refused of course. She insisted I go to another one of their sites where a 20' truck is available - yet, I still have to pay the added mileage incurred, if I did. Thus, I have hard copy evidence of the 20' truck reservation and the original site refuses to honor it, because they have no 20' truck.

Needless to say, I'm exhausting all remedy because it just isn't fair or ethical of U-Haul to get away with such incompetence.

So you can see our situation. No truck on Friday night. Round trip to the mainland on a Friday night to try to get a truck from another company. In a word U-Haul SUCKS. Customer service with this company is a JOKE. Thankfully, we had called to confirm the reservation, and we given the above **. The good news was that in view of the above situation & reserved & CONFIRMED a truck at PENSKE's Burlington location, we had to pay an extra day because we rented the truck on Friday. But in spite of that, PENSKE was still considerably cheaper than U-Haul. DON'T EVER RENT FROM U-HAUL.

Sacramento, CA 95815 was an arrogant woman. No one had any compassion or tried to help except the standing customers in line. I will never rent from U-Haul again.

In meantime several people walking in and out very angry about their issue with company etc . Then I guess manager ** came out but told me to wait. He was busy. Wow so about 10 min later exchange words he told me could not rent to me so left. Horrible customer support. Don't go there. You'll see there are a lot of other places to go. Wow just can't believe how bad it was. Just go to show how some major companies can have bad people in their chain to ruin them. Well the next rental in August to get back won't be U-Haul.

I was given a truck with major mechanical issues. The driver flasher didn't work. The ABS lite was on. Poor breaking performance. The gas was much below what they claimed (I have a picture to prove) the steering wheel was crooked. Loud air sound coming in cabin. Loose exhaust system, squealing breaks. The gauge of economy wasn't working, Headlights were not aligned.

We called for service and they told us on 3 separate occasions to signal with our arms out the window to turn or change lanes. I was hauling a van with a 26 foot truck. This truck was a huge safety hazard. They finally after argument sent a tech the next morning which made us lose a day. This trip could have costed us our life, plus we lost a day and had to pay a hotel room. I will be taking this to court if my issues aren't addressed and if I don't get confirmation this truck has been serviced totally before putting someone else's life in danger.

Called U-Haul customer service. Can't help this is not U-Haul. But wait I ordered it on a U-Haul site. The site says, powered by U-Haul. But U-HAUL ACCEPTS NO RESPONSIBILITY FOR THESE ACTIONS! Called regional center. Nothing U-Haul can do. Tried to call Moving help. No numbers. Used Moving Help Chat. Sorry call the police. Sorry no refunds. Horrible awful people fronted by U-Haul. For shame!

Now mind you we were on a road where people are driving 75mph and faster and we are doing our best to stay out of the way but when you have people right on your tail it's very hard to get out of the way not to mention there really isn't much road to pull off on too. I have never been so scared in my life for my life. I thought we were either going to get hit every time we had to pull off or we were going to fall of the side of the mini cliff. We would go from doing maybe 65 to 40 in seconds and not much time to get out of the way. Our drive from Tx to Fl was supposed to only take us 10.5 hours and it ended up taking us 19 hours because the truck kept giving us Problems. My husband was supposed to be back to work for Friday but that didn't happen. I'm just glad the company was understanding and didn't reprimand him for missing a day's work.

When we finally made it into Fl we ended up having to call a tow truck to come pick up the u-haul and when the tow guy got there and looked at the truck he let us know that the drive shaft was bad and that's what was causing the truck to stall out. This experience was anything but delightful. I have seriously never been so scared for my life. I feel as though the state that I drove through need to be informed of the u-haul trucks that are going through and how some of the truck are not up to DOT standards.

Having few choices, I accepted the offer of the larger trailer. It looked and felt very large behind my 2013 2.5L/4-cyl Subaru Outback. The guy at the U-Haul facility looked very uncertain - he thought the trailer was too big for my car. He told me he wouldn't do it if it were him, as it would put a lot of wear and tear on my car engine and transmission, but after checking his computer he retracted that and assured me that the U-Haul 'system' said it was fine. I didn't feel I had many options so I took the trailer despite misgivings, but after loading it and driving short distances around Montreal, I felt that it would be irresponsible to set off with my family on a 630 mile drive to Virginia with this trailer on tow. The Outback is rated to tow 2700 lbs - the 6x8 trailer is 1920lb empty, and I was pretty sure my load was more than 780lbs. I'd have been constantly worried about the effect it was having on the car, and it didn't even feel safe.

My concerns were compounded by reading online about other renter's experiences and their advice ('don't do it!'). I ended up taking the furniture to a moving company, and returning the trailer for a rental refund. I am not impressed that U-Haul did not honor my original reservation for the much lighter and smaller 5x8 trailer, which I feel would have been perfect for my needs. While they did refund the cost of the rental, my plans were wrecked, my limited time was wasted, and I ended up with no choice but to pay a moving company *much* more money than I had budgeted to move these pieces of family furniture. Not happy at all.

She looked though the file and stated "someone must be in it" so they must be looking for a mechanic nearby right now. We received a call in approximately a half an hour stating a mechanic would be there shortly. The mechanic showed up and did a diagnostic test on the roadside. He stated it showed nothing was wrong. He checked the fluids and stated the truck was basically out of all fluids. We followed him to his shop a few miles away and he filled it with fluids and stated that should fix the problem. After that the problem got worse. The light came on about an hour after driving so we again pulled over, got gas, and returned to the truck. The light was then off. We got back on the road and started driving.

This same situation occurred a few more times. Each time we pulled over for about a half hour to let the truck cool. The light went off and we would get back on the highway. The mechanic had advised us to do this stating that the truck may be pulling too much weight or there may be a small fluid leak. By the time we hit TN the time frame between the light coming on was shortening. We pulled on the side of the highway because the problem was worsening and called U-haul. The first representative we spoke with said she was going to get a mechanic and call back in 5 to 10 minutes. We waited an hour with no call back and called U-haul again with the same response as before "we don't know what's going on."

She stated she would look into it and also stated we now have 2 separate files. She also said she would look into it and call back in 10 minutes. We waited another hour. A police officer pulled up to the vehicle and stated we needed to leave the highway, it is too dark and dangerous. We had been there for 2 hours. We drove at 30 mph to the nearest exit which was 11 miles away and took 40 minutes. We got to a hotel which was at the exit and called U-haul to let them know we were no longer on the side of the highway. The mechanic came to the hotel an hour later. He hooked it up to a diagnostic tool and stated the tool is showing nothing is wrong.

He stated he used to work for GM for 10 years. He said that he bets any money it is a wiring issue that GM had a recall on. He said that he had come across this same problem with 3 or 4 different U-haul trucks in the last 6 months. He said it wasn't a problem that could be fixed in any substantial amount of time. The mechanic left and we went to sleep. We called U-haul in the morning to try to figure out what to do. The first person we spoke with stated that since the mechanic wrote there was nothing wrong with the truck in the notes she could not do anything until she could speak with the mechanic. The mechanic was not picking up his phone. We then asked to speak with a manager. The manager said we could switch trucks and stated that we could unload it and reload it ourselves for money from U-haul or find our own movers in the area and U-haul would pay for it.

We informed the manager that these were not options right now and also that check out for the hotel was by 11. The manager said she would take care of everything (the hotel, tow truck, and movers). She stated U-haul would arrange for a later check out. The hotel manager knocked on the door at 11. He said U-haul never called him and we needed to leave. The U-haul manager had also stated that we should not have ever paid for the hotel room, U-haul should have covered it. 5 hours after us calling in the morning, the tow truck arrived and the U-haul manager called us back. She stated there was a moving crew and a new truck waiting for us at the U-haul center in TN. Upon arriving there was no moving crew, we waited about an hour for them to show up. The moving crew was very inexperienced and slow. We ended up moving most of the contents of the truck ourselves.

Besides U-haul not calling us back when they said they would during the trip, multiple other very unprofessional occurrences happened. The first mechanic spent the majority of the time fighting with his girlfriend on the cell phone while he was under the hood of the U-haul truck. We called U-haul multiple times during the trip and each time the reply from the representative was "I don't know." After reloading the new truck, we were given a code by the U-haul manager we spoke with in which we were informed to give it to the movers. The girl heading the labor group asked for the code which we gave to her. The movers left and 5 minutes later the U-haul representative at the location came out of the store and reprimanded us for giving the moving crew the code.

We left Tulsa on Sunday expecting to drive straight through and arrive to Florida on Monday. We left with 475 dollars in cash and a credit card we weren't expecting to use. Figuring that the truck was going to drive 1200 miles and get around 11 miles to the gallon we would have spent around 300 dollars. The trip (minus the cost of the U-haul truck and trailer) cost us close to 1000 dollars. Also, we had family which had taken off of work on Tuesday to help us unload the truck into a storage unit. We did not arrive to Florida until midnight Tuesday.

Out of the 15 different U-haul employees we spoke with there were about 2 people who actually stayed on the phone with us to try and help or followed through with what they said they were going to do. It is very disappointing. I will send another email after this one with the copies of the receipts attached. A WEEK after sending this email ** called and said they would comp the trailer and that's it. After being told beforehand they would comp THE WHOLE TRIP. We moved here with our one year old for a fresh start and were depending on the $1000.00 we spent on this trip which should of costed $400.00. What am I supposed to tell my son when he gets older? "That's how the world is, son"? Screw that! Eye for an eye! Take these ** down, someone!

3 days before my flight I get a call from U-Haul. They did not have a truck in my size and the closest one was 200 km (120 miles) away. And instead of a 15' truck that I reserved it was 26', which was way too big. Since I was flying to Thunder Bay, I had no way to get to this distant town. The only compensation U-Haul would offer was a discount on a rental car to drive and pick up the truck.

In the end I had to cancel my flight and hotel and swallow the cancellation fees. When I called U-Haul ask about their $50 reservation guarantee I was told that this only applies if you arrive at the lot and there is no truck. Since U-Haul called me, that meant the guarantee did not apply. In other words the U-Haul reservation process is meaningless from a customer point of view. I would not trust U-Haul for anything time-sensitive.

I am now sitting here on Monday March 17th (Monday) arguing with them about why we paid them $129 and they still have a hold on ANOTHER $139 of our money in our bank account! They will refuse to let you speak with a Supervisor and then shuffle you around to a bunch of different people. I CAN'T BUY GROCERIES OR GET MY SEIZURE MEDICATION FILLED. They said my money will be available tomorrow!! SO 3 DAYS AFTER I RETURN THEIR VEHICLE, they are still holding another $137 of my money!! DON'T RENT FROM THEM UNLESS YOU HAVE PLENTY OF MONEY AND DON'T MIND WAITING!

The next morning when I started out I hit snow. The snow was not the problem, there were no back brakes! When I arrived in Willow Springs there was snow and the truck could not make it up the hill. We finally got it up the hill and then when we turned the corner it got stuck in the snow. The next morning we got it out. I called the drop off place in Willow Springs (417-469-4973) and told them that I would not have the truck there by Tuesday as it was going to snow tomorrow and the truck gets stuck in the snow. They said no problem and we will work wit you. I then gave them my son's phone number as my cell does not work there.

I called two days later and told them again that with the snow I could not bring it in. They said that they could rewrite the contract due to inclement weather and that there would be no problem as I told them exactly where I was and gave them my son's phone number again. The man said that he understood as why I could not get it there with the snow. We dropped it off on Sunday after about three hrs trying to get it up the hill with the snow still on the road. I did not hear from them at all. I looked at my bank statement and they took out $192.75.

I called them and they said that I should be happy that they took out only that much (They said that it would cost me $40 a day if I did not have it back in time). Well, $40 a day would be $200, but the guy said that it was $100 something for the truck and so much for the tow dolly so he saved me some money. I asked why he did not call me first, he said that he did not have my money. I told him that he lied as I gave it to them twice. Would I ever rent from U-Haul again?? Probably not. I do not trust them and they are not honest.

THEN, when my belongings finally do arrive, after 3 years and almost $6,000 later, I open the U-boxes and my belongings are full of dead mice, mice urine and mice feces All over EVERYTHING. It was bad enough I had to take pictures as I couldn't believe it. THEN, as if this wasn't all enough, I log in to my bank account this morning to find U-Haul has DOUBLE BILLED me for all of this. So, I call customer service, whereupon after 30 minutes of being on hold I'm told that a complaint was filed...and that someone else "will be calling me and that as far as the double billing", and "here's a code and you need to call your bank, give them the code and they'll handle the second charge".

Frankly, I STRONGLY recommend NOT using U-HAUL for anything. To be honest? I would have been better off to place all of my belongings in the front yard, douse it with gasoline, light it afire, watch it all burn and then relish in the fact that I just saved $6,000 and HOURS of my wasted time in dealing with a company that clearly couldn't give a ** less about its customers. Steer CLEAR away from them if you have any sense at all.

** drove the truck under ** name. I gave him 10 dollars to refill the truck. He didn't fill the truck back up and I was charged 7.00 because he didn't put the 10.00 in the truck. He also went over on the miles. I had to pay for that and because they went over the time allocated I had to pay add'l 30.00 dollars.

On 02/12/2015 I showed up again at the Fort Pierce location and was told again that they did not have a mechanic on duty that day. I informed them that I called the day before to ensure there would be someone there by Tabitha. They stated Tabitha was at their 800 number and at that location they have no way of knowing if there is a mechanic on duty. At this point I left and called the 800 number to file a complaint, which I did and was told that a southeast regional manager would be calling me within 3 days. As of this date no calls have been received.

Today I was called by the Melbourne U-Haul office and told that they would have to cancel the appointment for Saturday 0221/2015 at 1100 am, due to no mechanic on duty. My question to U-Haul -- Whats going on with your company? I have had three (3) appointments with your company and not one has done the work that was promised. I now have my 4th appointment for this work to be done on Friday 02/20/2015 at 3:00 pm. Time will tell if they happens or not.

I just received five different answers and all different. Please be aware that Uhaul is a dishonest company that takes advantage of what's fair and cheats people on a fixed income and disabled. Last month got per mile rate at .40 cents... This month at 1.19 cents a mile. One way or two way... No matter what they try to rip you off...Called their corporate from customer services suggestion and as they chose to be unfair. I told them it would be all over the internet by tomorrow warning everybody about their crooked business practices. U HAUL SUCKS!!!

Today I was contacted by the Gastonia Store and was told that if I do not return truck to the Gastonia store I would be charged 3 times the amount of my rental plus a $100.00 recovery fee!!! And customer service said that there was nothing they could do that is the policy and the truck belongs to that store! Seems to me that the name on the truck is U-haul not Gastonia U-haul and even customer service Rep said that she understood that I was only 30 miles away and could understand where I was coming from since I was not hours away!!! I was told that they would e-mail the gastonia GM and ask them to make sure that their counter staff does not tell anyone it would be ok any more!!! Really.

I look it up on their site. It comes up as $29.99 a day but they're insisting it 605 when it's a trailer. I'm not using their truck just a damn trailer but was informed that I could get their 10 foot box van for $330 for the 3 days! How in the hell is it cheaper to rent a truck versus one of their trailers! I will never use uhaul again. Such a rip off and their employees are useless and don't know what they're talking about. I'm beyond pissed because I'm now stuck and have no way to get my belongings to north carolina and am supposed to start a job in 5 days.

I then went outside and called U-Haul customer service. I told them if they want I will put bags of cement in the back if they will feel better if they can tell me how many pounds I need to haul so I can get the trailer. I said I can hold 50 pounds, I can hold 200 pounds, I can hold 2000 pounds if they want I just need the trailer. Also how far can I pull a small trailer? 5 miles, 7 miles, 100 miles? He said “Okay, I will call them so go back inside.” As I went inside I saw the Oriental customer service agent starting to argue with the headquarters telling them he has instructions from his boss not to rent out the trailer. I told him to forget it. I turned around and left. I had helpers set up two weeks in advance for this day. The moving was canceled due to this crazy excuse. I will contacting BBC too.

So when I showed them the two being different-- the mileage that I had in, the mileage they put in-- the gentleman at the store told me that the district manager is the one who told them to "fudge" their records. He was a very rude man and I asked that he not contact me when I contacted the corporate office regarding this. Lo and behold he contact me via email only stating "call me" and his phone number. The company has yet to address the fact that they have been stealing money from the corporate credit card for over 6 months now and the store knows that this is going on and the district manager and obviously u Haul corporate office because they refused any contact with me regarding this. I don't understand why they are allowed to continue getting away with all of these complaints and all of these things going on. No one is following up or holding them responsible. Bad business practices.

Being charge an extra 300$ that we were not aware of after the fact the truck broke down on us half way between the destination. And no one even apologize for this happening let alone offering us a discount for sending us from hinesville ga to Tampa fl in this raggedy truck but then charging us extra money after we have given them business over a company that offered us a 20% discount (Budget) because we were familiar and comfortable with uhaul all together. We already gave them over 1000$ for two rental & now they want to charge us 300$ extra. This is my last time ever "literally" giving them my business and I will let everyone else know how this experience has been for me & my family.

The other side of my move was not in ANY way satisfactory and this is why I said "no stars." I made it to Thomasville, GA late Friday night. After a long road trip with a 10 year old and two dogs, I was exhausted! I parked the truck and locked it up. At 9:00 Saturday morning I received a phone call from Matthews Storage (return point for Uhaul). He was polite and professional, but informed me that I had the only 26 foot truck in the area. He had another customer requesting a 26 foot truck and was curious if I could bring the truck back early. I told him I would rush and get the truck back ASAP, but it was still completely loaded and was not even due back until Sunday morning. I dropped the truck and tow dolly off at approximately 1 pm on Saturday. Matthews Storage had closed at noon, just like every Saturday! I rushed to get the truck back for nothing!

But wait, there's more! I was charged $92 more for keeping the equipment an additional day!!!! Needless to say, Uhaul will not be receiving any more of my hard earned money! If you wish to avoid a nasty situation, where you are billed improperly, then treated as if it's too late, when you contact customer service to complain (that's right, they refused to refund my $92). I suggest calling Ryder. I know the next time I need to rent a truck, it will be a yellow one.

And I lost my other hours since I was fired doing right before the holidays so no one was looking for employees during that time and U-Haul is union-free so there's no one to back you up and the other workers won't because they keep the new workers in small groups so they are easier to handle and in a union-free environment, who's gonna risk their job for someone else? I think the Canada side of U-Haul should apply the law of union to protect the lower chain workers from being used and discarded like tissue paper and actually given a chance to grow in such a large enterprise.

After writing to Ms. Candace October 1, 2014, Mr. ** auctioned everything I owned on November 12, 2014. I mentioned that I had been in the hospital twice in September, and I had bronchitis. I told her that as soon as I was able I would pay. I think Mr. ** auctioned my things to avoid filing a claim and to take advantage of me due to my illness, disability, and being a widow. I cannot believe that they would destroy everything I owned -- college degrees, dissertation, all documents/files, wedding pictures, family pictures dating back 100 years, clothing, antique desks, bed, stereo equipment, a Korg keyboard, fine china, oriental rugs, etc.

When I went to the unit, ** said there was nothing left that my belongings had been auctioned. I feel that Mr. ** and Ms. Candace took advantage because of my illness. When I called about the auction, the gentleman told me that I still owed $700+. One of the rugs I owned would have more than paid for the storage bill. Please advise how I can recoup my things or be reimbursed.

We get almost to Maineville Ohio and get a flat. Now the Tire Service they have is Great. Best One Tire & Service Of Mid America, INC. He was there quick, changed the tire and was very pleasant. Thank you for your customer service. After the guys busted their butts to get everything done, so the trailer, would be back on time. They get there 8:15 pm and the place is closed, 45 minutes EARLY. They start calling her phone, which is a cell phone. She WILL NOT pick up. My Husband and his Father were going to sleep there in a Toyota Tacoma. They changed their minds and went and pulled in a Truckstop to sleep, on a very cold night. Needless to say, not much sleep.

My Husband started calling her at 8:40 and she picked up. She tells him that she's sick, just drop it. He says "No, you owe me money back." Plus if you just drop a trailer, and they don't check it in, they can claim that you damaged it, and there's no way to prove that you didn't. She showed up at 9. Not looking sick at all. Now the only thing we could come up with is, she works the hours she wants, and then we started asking each other has she done this to other people, so she doesn't have to give back the $14.00 to the customers? True $14.00 is not a lot of money, but if you keep several people's refund in a week, you could get up to a $100.00 easy. Nice little tip to get each week.

I called corporate office to complain and the rep named Ellen stated that since they were giving me a $50 credit within three days there was nothing else they could do. No apology. I told her that it was about professionalism and courtesy to customers. Ellen stated that, "People had booked a month in advance but if something happens and they don't get what was originally promised it's not their (U-Haul's) fault." Things happen. They just have either find them a truck somewhere else or if they can't find one, refund the customer.

What kind of professionalism is that? The last thing people need to deal with when moving is whether or not the moving company will have the moving truck when it's time to move. Better yet like Ellen and the scheduling rep I had, basically treat the customer like they are annoying and inconsiderate of the company's problems? Never again will I go through U-Haul. It's not the actual U-Haul stores really it's the scheduling reps and the reps at corporate that act like customers need to get accustomed to their bull and should appreciate whatever resolution they give even if it comes without an apology. After all, things happen!!! Right Ellen at the corporate office?

On 8/15/2014. I went in to rent an 8 ft. pull behind cargo trailer. At the time I had my new hitch receiver and two balls for it an 1 7/8 for my very small trailer at home and a two inch ball for when I rent a trailer. At the time I had my 1 7/8 inch ball on my receiver and I had forgot my wrenches to switch them. Patrick said he would take the receiver that had the 1 7/8 inch ball and my two inch ball into the shop and switch them and he would be right back. He left and came back with a U-Haul receiver and a 2 inch ball on it. He said this was easier and he would hold mine as a deposit and we would trade back when I came back. Not thinking anything about it I trusted him and U-Haul.

Just so you know, do not go there. Do not trust this place. In the end I lost my receiver and my life was threatened. Police report number ** dated 8/16/2014 Casa Grande police. U-Haul owner or corporate offers to give me a U-Haul receiver but not my Reese receiver and 2 in. ball if I dropped the charges after my life was threatened by Patrick. Word to the wise this place is just off the freeway. Stay away from it. I would sue if I could find an upstanding lawyer.

Due to the holiday, they intended on closing at 3 PM. Between the moving crew and ourselves, we would've had no problem completing the job in time, to return it to the store by closing on our way out of town for our family's Thanksgiving dinner. When we OPENED the TRUCK the NEXT DAY, a FOUL ODOR emitted from the truck. UPON FURTHER DISCOVERY, we found HORSE STRAW and MANURE INSIDE the U-Haul, it became evident that NO ONE CLEANED THE TRUCK prior to our rental. So, MY CLOTH FURNISHINGS now SMELL of HORSE MANURE and REQUIRE UPHOLSTERY CLEANING. I assure you this service COSTS a FEW HUNDRED no matter what way you go. Unacceptable.

To top it off, the truck issues continued, forcing us to complete half the moving job, we had to PAY the MOVERS for their time in spite of the fact the JOB WOULDN'T BE COMPLETED. We MISSED OUR family's THANKSGIVING DINNER WAITING for a TRUCK MECHANIC (who was REFUSING TO COME OUT - third-party mechanic, probably because he wanted TO BE PRESENT for HIS THANKSGIVING DINNER. The reasons he stated were because if it were a starter, he would be unable to do anything and we would require a different mechanic to be sent out anyway. We assured him that we were most certain it WAS THE BATTERY, which he CONFIRMED he was QUALIFIED TO WORK ON, and we WOULD'VE APPRECIATED if he would have AT LEAST TRIED for us).

NO MECHANIC SHOWED after 5 HOURS. We DIDN'T even GET a CALL BACK from U-Haul regarding the matter, we HAD TO CALL THEM back. We knew it was an issue with the battery and even offered to jump it ourselves in the sake of time but they refused. Understandably, they don't want people tinkering with the mechanics of their trucks as it is their business fleet, but again, it was only a battery jump. We wouldn't have attempted anything further. As time progressed, we took it in our own hands, were able to find the battery, and jumped it ourselves. Problem solved..... But, it wasn't our problem to begin with.

ABSOLUTE GARBAGE for CUSTOMER SERVICE/RELATIONS. This ATROCIOUS SERVICE COST US several hundred dollars, in addition to an even larger amount of stress during the moving process. SAVE YOURSELF THE TROUBLE AND GO WITH PENSKE. Additionally, it was a surprise to me to have found out my former landlord actually worked for U-haul; when I told her about our experience, she informed me that from the company side - they don't do any type of mechanical servicing until the trucks are already broken down. Obviously they do no cleaning either.

They DON'T CARE about YOU, your BELONGINGS, your MOVE.... ANYTHING. They CARE about TAKING YOUR MONEY, and giving you sub-par quality equipment so you're on your own with the "road side assistance" (what a joke) and they can SIT BACK AND COLLECT A CHECK WITHOUT HAVING TO MOVE A FINGER. I assure you the employees at this store all got to be present for their Thanksgiving dinner with their families. This will continue to happen until they are held accountable. I don't want your family to be the next affected - especially should you NOT BE ABLE TO AFFORD the EXTRA HUNDREDS OF DOLLARS TO CLEAN UP THEIR MESS.

This entire transaction was a nightmare. Starting with equipment being confirmed, then substituted with inadequate equipment, forcing an escalation to U-Haul HQ who located the proper equipment closer to me than the alternatives with the inadequate equipment. This experience ends with being overcharged by 2 days. U-Haul used to be a reputable company but my last two rentals with them have been terrible experiences.

I want to dispute this bill. I am deaf and handicapped age 69. I want to let you know that I have been used by Mark and his wife Constance of Greenville, NC. Mark and wife just bought our home two years old, new two story house as rent to own. They offered and moved us and packed and unloaded for us due to me and wife are disabled. Wife have bad heart condition. UHaul truck was picked up on Friday night Nov 7, must be returned on Sunday morning at 10 a.m. I told Mark this and both him and his wife knew it. They brought and unloaded the first load that Saturday afternoon around 3 p.m. to our new home in Moore county, NC and was heading back to Greenville, NC, two hour drive to pick up the second load as they told us. Said will come straight back after loaded second load and due to be back around 9 p.m. or so with last load of furniture. We waited and waited and they never showed up. So I texted them to see how close they were to our new home. Found out after I texted to Mark and Nikki (Constance) asking where they were. They said was still there in Greenville, NC at the house we moved from. They never text us back to let us hear from them until I texted.

They said had truck loaded up but need gas to come back. I said "what, you never text me until I texted you then you tell me this." They said truck gas was on -E-. So I texted to manager in Greenville to ask if truck could be out of gas already and he said no way empty because truck holds 60 gallons of gas and was full. So I texted to Constance and told her what manager said. She said it is on -E-. They asked me to wire money to them and it was too late to wire money that Saturday night to them of $60 after I already paid UHaul over $242.00. So wife and I had to wait til Sunday morning at 7 a.m. at Food Lion here and wired $60 to Mark to pick up the money for him to hurry and get on the road to bring us the last load and take the truck back to UHaul that Sunday morning. We waited all day Sunday for the truck and found out Mark never left Greenville that day so I texted Constance and she said he will leave Greenville tomorrow morning (Monday) to bring the last load here to us first thing that morning.

We waited that morning from 7 a.m. all day long and Mark never arrived. So I texted Constance at her work place of WalMart and she said he left this morning (Monday) and was on his way here to our new home in Carthage, NC. I told her it's now late Monday afternoon and he never arrived. She said "I will call him to see what's going on" and will get back to me. She never texted me back until after awhile I texted her and asked where is Mark. She said she could not get him and he was not answering his phone. She said "it is almost 4 p.m. Time for me to get off." Said will get back with me. She never did. So finally later I decided to text Mark again after trying several times. Around 6:30 or 7 p.m. he finally answered and texted me and said he was near Raleigh, NC. I asked why so long all day long. He said truck was acting up trying to cut off but he knew he could call UHaul if Emergency but never did.

He later texted me said he was having truck trouble and was at a Kangaroo gas station and need gas and said truck was leaking something and not sure if gas or something else. So I told our next door neighbors Vanessa and Jeff about it since they have been very good to us helping us out due to our handicapped. So I gave them $20 more dollars to put gas in the truck. They put $20 more in the UHaul for me and followed Mark here with our last load on it. Mark told Vanessa and her husband Jeff that he noticed the gas needle would move back and forth to E then back to like halfway full of gas while driving. So Mark said he called his wife to come pick him up and Mark told Vanessa, our next door neighbor that he already called UHaul and that UHaul will have Tow truck come Tuesday morning to tow the UHaul truck back to Greenville, NC. The tow truck came and we all witnessed the tow truck pulling it on the road heading back to Greenville, NC. Before the drivers left towing the UHaul, Jeff ** asked the tow guy if the UHaul supposed to jumped backing up too fast in Reverse and tow guy told us not supposed to do that. That's how the truck was doing when using it. So we all assumed something was wrong with truck.

NOW, got email from Glenn in Greenville saying nothing was wrong with truck and said was driven back to Greenville, not towed. We all witness the truck WAS towed leaving. Glenn and David said to me that Mark called them and told them reason he left truck here in our driveway was because I refused to give him gas money to get back to Greenville. Mark told them in Greenville one story and told us all here included neighbors another story that truck was broke down. Said that I myself called to have truck tower. I never say a word. All of these are made up and discriminating me, making me look bad.

Look, I am honest and I swear on my BIBLE. I should not be paying this bill. I will dispute this bill. Mark should be responsible for this bill after keeping truck longer than he should. I was asked if I think he used the truck to move his stuff in his house, I said no idea, he could have since he did not returned in time and not bring my last load on time. He moved from single wide trailer down the road from the house they rent to own from us. That could be why the truck was kept longer trying to get me in trouble. I am on disability on limited income and wife is disabled with heart condition. Please waive this bill or have Mark pay for it.

Now I'm furious! Also one of their rude representatives said I have to understand that there is only 15 employees in all of America that work with over 100,000 emails a day. Wow, 15 people with the millions of people that use a U-haul every day. Call them and ask if you don't believe me! So he didn't want to even try and help me. So since no one wants to tell me anything or respond to my email, I have no choice but to contact the BBB. They are a terrible company and I would never use them again! This is my warning to others, they are a complete scam!

Is it the new policy of U-Haul to quote one price and charge another? If so, this is not good business practices. This is my 7th move and each time, I have used U-Haul and also used the storage units between moves, but after this experience, I will probably never use U-Haul again.

I needed a trailer to haul a swing set for my kids 120 miles one-way so I turned to U-Haul. The computer would not let me book it so I called a store that had the trailer. THEY WERE GREAT. 1 hour later, a CUSTOMER SERVICE agent called to say I had been moved to a different location. I explained that would not work. She looked into her computer and said she could get me the trailer I wanted and I could return it anywhere. It sounded too good to be true so I asked several times if it was a 6x11 open trailer. Yes I was reassured. So I show up and guess what - it's the wrong trailer. They have the larger but I would have to come back 120 miles to drop it off. One hour later, I leave with 50% off and the smallest trailer. We tried to make it work, but it was too small. We went back to U-Haul and get the larger trailer. They had told me I could keep it 2 days and I was getting 50% off. My husband goes in this time. 45 minutes later, we leave.

On the way home, I ask how much. He tells me and it is more than the original 6x12 I had booked and I have to return by 3 the next day! So I call the number to ask why and THIS IS WHERE IT GETS BAD. It goes to "customer service" and I ask about the $. He tells me nicely he is not customer service but I need to call a different number, but he can't find the number. I call back and ask for a manager, but am disconnected. I call back and get "customer service" after 2 transfers. She tells me they have nothing to do with the $, but I can file a complaint after the trailer is returned. Also, she is rude so now I am upset and want to return it near my home, but according to her, that will "charge me a pretty penny in up words of 1,000" WHAT??? Plus, the local department is closed so she doesn't know the exact amount but I can call in the morning "and even a manager can't help me." Finally, she transfers me to a closed office. I call back asking for a manager and am left on hold 18 minutes before I am disconnected. Call back and am told there is nothing he can do to help me.

I only want to return this near my home. Call back again and get "customer service." She then said IT WON'T BE A PROBLEM, THEY WILL WAIVE THE FEE! I am now leery so I ask for that to be emailed to me. I get a no! So I ask for a manger so they can tell me the same thing. 10 minutes later, she still won't put a manager on. She finally transfers me to the manager and I get "ROAD SIDE SERVICE, how can I help?" WHAT!!!! Call back and ask for a manager, OK so now it has been 2 hours on the phone and I am mad. All she would say was, "I am sorry." She could not tell me how much it would be if I returned it near my home or if they could refund the 50%. I CALLED TO ASK ABOUT $25 AND THEY GAVE ME SUCH A RUN-AROUND. THIS IS THE WORST CUSTOMER SERVICE CENTER I HAVE EVER DEALT WITH IN 40 YEARS!!!!!!!!!!

This after the U-Haul Traffic Manager, Joseph **, told me he would work something out so it could be delivered to my new address and not the U-Haul facility...and that he would work on getting a better price than the $702.00. Well, after speaking with good old Joseph, he avoided my calls for a week! I finally got a hold of a young lady who tried to help me out, but all she could do is say, "Sorry you were told the wrong thing." Really? If they are really sorry, they would figure something out. So when I told her that the LEAST U-Haul could do for me now is to let me have the small trailer rental for free - since I would now have to take time off work, driving up to Dallas, unloading my stuff from that box into a trailer and dragging it back down to Houston and unloading it again - she tells me that she can't approve that request. Well if you can't, then tell it to someone who can!

Okay, so I am now going to warn as many people as possible, go up the chain of U-Haul, get on any U-Haul Facebook, Twitter, or whatever marketing page they have out there to let people know how they handle issues, complaints, a customer, and how little they care about customers. Sure we have all seen a damn U-Haul truck stuck on the side of the road more than once in our lifetime and I should have known better, but... The thought of having to take time off work, drive up 4 1/2 hours (barring any major traffic) unloading a damn box of stuff, loading it in a trailer, and driving back down to unload and move it into a place has me shaking my head. Wasn't this the whole reason I got the Ubox to avoid all this???

I was supposed to get an email from the girl who Joseph ** passed me off to with a number to reach someone higher up in U-Haul to try explain all that has been taking place and demand better service, but I never got that email from her. What a surprise! It is CLEAR they do not care about anything but taking our money and why should they bother caring how it affects us? They will just continue to lure more people in and take their money too. That real kicker is that had the U-Haul representative that told me (after I asked several times to be sure this could be done) I would have my storage box dropped of at my house, I could pack it up and they would collect it, take it to the U-Haul storage facility, pay a monthly storage fee, and then have my U-Box transported to my new address AND NOT A FACILITY NEAR IT, no matter when or where that would be.

It seems I could have just gone to any storage facility up in Dallas and paid a lower monthly storage fee had I NOT used the U-Box!!!! So I have paid about $5,000 to end up having to go get my things and spending the time, energy, and money they told me I would not have to if I used their U-Box method. Please share and pass on this email to warn as many people as possible and remind everyone to avoid U-Haul like it's someone infected with EBOLA! Shame on them! I've already shared my story with many people on Facebook and someone told me to contact the local TV station up in Dallas with my story. Maybe then, they will care about what is going on! After all, it is November and this a major "sweeps" week for local news stations and stories like mine are what they love to air!

The agent asked if I was ready to give her my credit card to reserve it. I said yes, I was - providing she could match or beat the Penske price. She said she would go check it online and whatever she got was what they MIGHT match - but no discounts (such as AAA) that Penske had quoted me. I offered to show her the pricing (Penske emailed it to me) and noted also that she can simply click on the AAA discount button on Penske's website to see the reduced price - and she refused - kept asking if I was ready to give her my credit card. She was absolutely miserable.

I then asked for a manager and she refused - telling me she could take the reservation herself. I told her she was not very friendly and after 15 minutes on the phone asking her to match or beat the price quoted by Penske she had only given me her price. So I told her I'd prefer to deal with someone else. She then hung up on me. I am now renting from Penske. Their trucks are bigger inside (they do not count the space over the cab as total length of the truck like U-Haul does) and they get better gas mileage (saves me approx. $75 in gas on my trip from PA to FL). If you want a good deal and nicer customer service - try Penske or Budget.

I contacted the corporate office where I talked to (Darnell ID # **) who told me that he did not have to do anything about it just based on policy alone and refused to clarify this with his manager. All conversations were recorded but no copies could be provided to me. I was waylaid after making a reservation for the product I wanted, and told I would be charged a lot more for their inability to maintain a reservation. I did not complete a transaction with this company and never again will I attempt to use the services of U-Haul.

I moved in June and my box arrived in late June (fine with me because I wasn't ready to unload yet so it was going to be stored at my local facility for me until I was ready to unload). Beware of the facility in Manchester, CT on Spencer St!!! In June (as soon as I got to CT and before the UBOX was delivered) I called and gave the local facility my new credit card # and they charged the final $1,577 as agreed. They asked if I wanted to be on automatic payments every month for the $100 rental fee and I agreed. I told them I would call them in a few months when I knew I wanted to unload my UBOX but just charge the storage fee every month automatically.

I received a call in July asking when were they going to receive a payment. I explained the situation again and told them I was on automatic payments. They charged my card, but called me back again saying my card was declined. Not possible. I called my bank to make sure everything was OK and they explained it was and that it must be something UHAUL is doing wrong. I call back and give the card info again and when the agent (**) reads the credit card info back to me she reads a different card # and expiration date completely wrong. I had to read it to her 3 times for her to get it (FYI - I speak English fluently, it's all I know, and I don't have an accent so I'm not sure what the problem was).

In August I get a phone call saying my card was declined and they need a payment. I explain the scenario from last month that they had the wrong credit card and expiration info in their system. Again I spoke with ** and she read the wrong credit card info back again. I decided to call Headquarters/Customer Service to find out what the problem is and what info they have on file. I speak with 3 different agents to try and figure out why my card is being "declined" every month yet there is thousands of dollars in there. The agents assure me that they have the correct info and it will not happen again. September I receive the same phone call from **. This time I was beyond agitated. I hang up on her and call Headquarters/Customer Service.

I asked to speak with a manager because obviously my previous call went unheard. I speak with Emie who tells me she can open a complaint for me and it will be routed to a manager to handle. I tell her everything that has happened thus far. She tells me someone will give me a call within a few days but if I don't hear anything I can call her back the following week. Well needless to say I never got a phone call from anyone. I was livid! I call back exactly the same time the following week to speak to Emie. She opens up the file and sees that it was closed. She reads me the reply to the complaint and ** closed the complaint because she says she spoke to me and we worked it out and not sure why I called them.

I NEVER SPOKE TO HER IN BETWEEN THAT ONE WEEK PERIOD OF OPENING THE COMPLAINT AND I CAN'T BELIEVE SHE FALSIFIED THAT INFORMATION!!! I was beyond angry at this point and said I wanted to speak to someone from Regional. Emie says she will send that information up to Regional and someone will call me back in 2 days. Guess what....I NEVER got a phone call from anyone. I waited 5 days to call back, and within those 5 days I received 2 late notice letters from the facility that was sent to my old California address from 4 months ago (even though they had my new address on file)!!! They also spelt my last name completely different.

I called Headquarters back and demanded to speak to someone in Regional - which I was directly transferred to. I spoke to an agent in Regional who figured out everything for me and basically said this happened because my last name was spelled wrong!! Even though I called 4 months earlier to have my new information put into the system, it never was! This Regional agent was helpful and fixed everything, took off late charges and charged my card fine. There is a complete disconnect between the storage facilities and the Headquarters computer systems. When something is entered into the system from a storage facility/Headquarters it should automatically be changed/altered/fixed on both ends if they are sharing the same computer system. Makes sense! That is how most stores work.

I also feel the competence and the common sense of ** (Assistant Manger) and ** (General Manger) of this facility needs to be looked at. I shouldn't have to repeat myself over and over again, month after month. I will never ever rent from UHAUL ever again. I don't care if I have to pay more money. Because of the constant stress over this I suffered from daily migraines for the last 3 months. Finally my parents helped me move my stuff out of there and into their garage so I wouldn't have to deal with this nonsense any longer. I even tried to write a review on their site and they blocked me. Go figure. Just beware of renting from these people.

I noticed a long trail of fluid coming along with the path we had taken. Later on at the old apt there were big pools of liquid that they had covered with sawdust to try to soak up. I believe that the steering and brakes were not checked before I took it out, because when we got the replacement, the steering and brakes were fine, and seemed like a whole different experience to drive. There was no indication that anything was wrong on the dashboard, and no warning lights ever came on. So we called U-Haul, and around an hour or so later, we were told that they would have to tow it and bring out another truck. That truck finally arrived in about another hour or so.

At this time we had lost a couple of hours already of moving time. The people who delivered the new truck went back to the vehicle they had come in, and I thought they were doing paperwork, but they just drove off. My son had 3 interviews set up to try to get an apartment, and it seemed like he would get the first one. He had been on many other interviews trying to find a place to move into, but there are so many people trying to rent now, that he hadn't had any luck so far. He ended up being 10 minutes late for the first interview because the truck broke, and even though he called, they gave it to someone else and he lost it. In the meantime, I had to move all the things from the first broken truck, to the new one by myself.

I am 65 years old, and that truck was so full and there was no one to help me. I had assumed that since the broken truck was the fault of U-Haul, that at the very least they would provide some help to change the contents. REALLY!!! It took me something over 3 hours to move it alone. By then we didn't have time to complete the move, and they did give me an extra day, but that day was pretty useless because we had to clean out the old apt and had more appointments to go to, and couldn't complete the move anyway. And we had to pay $25 to park the dumb thing overnight as well. Then we had to go back the next day and rent a van to finish the job.

After having driven the second truck, I am absolutely sure that no one checked the old van to see if it worked properly. The steering and brakes were not in good working order when I took it out. I could tell that by comparing it to the replacement. We could have been killed or seriously hurt. And to have a broken van and then leave someone - no matter who it is - to move everything out of it all alone seems to be reprehensible and unacceptable. Especially a female senior citizen. It was not any fault of our own that the truck broke, and it should have been restored to the condition that it was in when we had packed it up the first time. We have used U-Haul many, many times when we have needed a truck, and I understand that things can break, but I would hope that you would have a policy to help people when that happens.

Not only did I not have any help to move it all, but there was no financial help offered either. And then the extra day ended up costing us even more money because of the parking, and we had to turn around and rent another vehicle later to complete the move, and no one seemed to care. That is not good customer service, and in fact it is not at all acceptable. I was hurt trying to move the king sized mattress - had blood all over my face when it fell on me when I tried to get it out of the truck. It seems like there should have been some concern for both the safety of the vehicle, and the personal safety of the renters in having to deal with the broken truck that should have never been rented in that condition in the first place.

An update from when I wrote that 10 days ago:

I was contacted by customer service and a very nice girl took down the whole sordid story and said that Albert would be calling me to sort it all out. He didn't call, so I finally called him, but he was on another line and I was told that he would call me right back. A week later I still hadn't heard from him, so I called him today. The second time I called I was told that Albert had written in the file that the case had been resolved. How that could be since he had never contacted me is a mystery. He was extremely rude and non-caring. He said basically that it was too bad, he would give me $20 for the 20 minutes I had lost. Really!!! I told him that it was a lot longer than 20 minutes, it was 45 minutes just for the first call that resulted in another wait of an hour to be told that they would have to tow it and again another wait while they actually brought a replacement van.

And THEN I had to spend over 4 hours transferring everything myself!! Pretty much the whole moving day. So when I told him that, and that obviously he hadn't even bothered to read the complaint, he said he would have to check to see that all that really happened because he had no record of having to get a new van delivered. He called me back later and said that because there was a little longer wait than he had counted on, that he would give me $200 in all. His attitude was very snippy and he really didn't care at all about any of it. He said take it or leave it, so I left it. I called back to see if I could talk to someone else, and was told that I should call the manager in Oahu to see what he could do because I should have called him first.

I had not been told that by Albert or anyone else, but I called him and at least he was nice, but told me that because I didn't purchase the insurance they had no liability or reason to help me move anything. So let me get this straight, I have to purchase their insurance to protect myself from their van breaking down through no fault of my own?? Somehow that just doesn't set right with me. IF that is really their policy, you can bet that I am going to fight. You don't just leave a senior citizen alone to re-pack an entire van and then walk away. Of course if I had damaged the van, or the contents, then of course I should be out the money and time and contents. But when I was given a defective van and then it breaks down, I will not be told that they won't step up and compensate me for it or even agree that someone should have helped move the contents after having lost a whole moving day.

Gilbert in Oahu is checking into it for me to find out if that is actually U-Haul policy. I appreciate his help, but you can bet that this is going to be all over every news venue I can find if they won't give me any help on this. I have never sued anyone in my life, but I am about to consider it because of the shoddy treatment I have gotten from U-Haul. I did talk to a couple of really nice people too, but the management and customer service seems to be totally out of it when it comes to trying to give anyone customer support. If Albert is the kind of person who they put in charge of dealing with the public, there is a great lack of integrity involved, and no thought of customer service at all. Had someone just contacted me at once and at least told me that there would be some compensation, or at least that I would not have to pay for the disastrous move, I would have been happy. That seems to be beyond the realm of customer service over there.

And to drop the trailer in my hometown, they wanted to charge me 267.87 to drop it off in my hometown when the original amount was 54.95 per day. Not to count I authorized someone to pick up the trailer who they made swipe their credit card, as well as had mine for reservation. Not counting the 150$ I've spent in fuel in my personal vehicle having to make 4 round-trips and a loss of a day's work and my safety and husband's safety. And u-haul just so you know, the family emergency I had was a family member passing away, and also when they made my friend use their card, changed the whole account into their name. It's just been a really really bad experience.

On July 25, 2014, I went to the U-Haul location at 3120 S. Orchard Park Road in West Seneca, NY. At that time I reserved a 17 foot truck for August 16th with a morning pick-up. The gentleman told me it would be no problem as I was reserving it far enough in advance. The night before my move, August 15th, I decided to check my e-mails before packing up my laptop. I was shocked to see an e-mail telling me I was to pick up my truck at the 6161 Transit Road, Depew location at 6:00 p.m. This location is over 17 miles from me and close to a 30-minute ride. The West Seneca location is about 8 miles from me and a 14 minute drive.

I called to find out what was going on and a gentleman by the name of Chris told me there was a shortage of trucks in Western New York; therefore, no truck was available at the location where I reserved it and I would HAVE to pick it up in Depew. For my inconvenience, he gave me a 20 foot truck for the same price (he said no 17 footers were available anyway) and he gave me 60 free miles. He also told me, because of the distance, I could return it to the West Seneca location. Frankly, only an idiot would travel that distance to Depew to pick up a truck and rack up additional miles but my hands were tied. I had hired four guys ready for the following morning to move me.

On Saturday morning, we picked up the truck in Depew, and at that time, I also ordered an appliance dolly. So you are aware, the dolly they gave me was defective. Unfortunately, you do not know that until you go to use it. The boys had to carry my stove, refrigerator and a cherry dresser up to the second floor where I was moving; very heavy items. Due to losing about an hour traveling to and from Depew, by the time the boys finished moving me and we returned the truck, the West Seneca location was closed.

The following morning, I stopped in the West Seneca location to request a refund on the dolly. There were quite a few people in there and when I stated what I wanted, the gentleman was very rude and told me I had to go back to Depew where I originally rented it. Believe me, there was no way I was driving all the way to Depew! I stopped at a friend's house to use her phone as my Verizon service had not being turned on yet. The girl I spoke with, Sherry, told me there was no reason he could not have taken care of that; I was issued a refund.

On August 26th, I went online to pay my Discover bill. Because I had not received a follow-up statement in the mail from U-Haul with the new charges, I checked the recent activity option and could not believe the charge of $151.03! I immediately called to clear this up and spoke with Lauren who took the information and said she would submit it. She also told me to go online and fill out a complaint. The following day, August 27th, I received an e-mail from Heather ** who told me it was considered a one-way move, not local, and I had signed the contract for that amount. It was my assumption the receipt from the Depew office as just an estimate of charges.

Some of the information in her e-mail was not even correct; she indicated I moved from Depew to West Seneca. What??? My move was from one Hamburg address to another; approximately four minutes between apartments. Not satisfied with her answer and feeling the information I supplied the evening before somehow got entered into the computer incorrectly, I called again and spoke with Kirsten, who once again, took all the information down. She was very nice and agreed that somehow a mistake had been made. Today, when I got home from work, there was another message from a U-Haul representative. She was mumbling so much, I could not catch her name. What I did make out was she said it was reviewed and the charges were correct. If I still had a problem and wanted to discuss it, to call 585-425-8730. My thoughts are what is the point?

I am so disgusted and frustrated by all of this. I work hard for my money and feel a great injustice has been done. I believed everything Chris told me (the first gentleman I spoke to) and he assured me there would be no difference in cost because of the inconvenience that I was forced to go through. It was totally out of my hands and I had no choice but to accept the conditions presented to me. And I don't care what U-Haul's policy is about picking up and dropping off at different locations. I was told it wasn't going to be a problem. My charges should be approximately $48.00 plus taxes. I sincerely hope you will agree and clear this up. I feel I should not be penalized because of errors that I had no control over. It was not like I walked into a location the day before; I certainly reserved a truck with plenty of notice and it is U-Haul's responsibility to deliver on time what the customer orders, not notify me the night before my move.

I called and the Customer Service Rep was horribly rude and blamed it on my bank then told me to get with my bank because U-Haul has already refunded my money. Got nowhere, now it's Sept 8, 2014 afternoon, have called corporate and the U-Haul manager at the location I rented from. I was treated with horribly rude nastiness again with them blaming my bank. I told them I was getting ready to hire an attorney to fix it and I was threatened by Brian from the Garland location that he won't help at all and will stop working on getting me my refund if I start a lawsuit. Hey U-Haul, I WILL NEVER USE U-HAUL EVER AGAIN AND I'LL WARN OTHERS ABOUT YOUR CUSTOMER SERVICE AND STEALING SCAMS.

Finally the box was set to go. I called to confirm it the day it left Rutland. Then I got on a plane to Las Cruces. I had been told in Rutland that U haul would deliver it to my door. Three days before the arrival date (a Monday) I called to be sure it was on track. Yup, Monday. I said you are aware that that is Labor Day? He (Gordon) said "yes I know. We work that day." I asked about getting help to unload the box and he gave me the website for movers. He confirmed that I only needed them to unload, that the box would come to me.. On Monday I called to be sure all was on track. First I was told yes, it would come by noon. Then the mover I arranged to unload called and said he understood it was going to be Tuesday. He also told me that there was an extra cost for them to bring the box to me and return it to U Haul.

We agreed on the price and I called U Haul to be sure this was correct as I had been told the box would be delivered to me. It was confirmed. I called Bianca and confirmed the Tuesday date.. At 2 pm Tuesday, James, the mover, called to say they were on the way. But when they arrived it was the wrong box. No one had checked anything before sending it out to me and so far no one has been able to locate the box which contains my belongings. They are all irreplaceable family antiques and mementos. They say they are trying to find my box. The mover says this is the 3rd time recently that this has occurred. The only saving grace is that the employees are pleasant and trying against all the odds to help. It is the system that is broken. Don't use it.

This New Location closes at 6 pm and I arrived at 4:30 pm to pick up the 20' Truck and Transport. During the transaction the lady is having to get up and check on other customers who walked in to purchase items as the pick up location we were changed to was NOT a U-Haul store but a Mexican Party Supply Store with a small U-Haul Rental desk in the back. Finally, she completed the transaction and charged my card then printed out the application to review. She noticed that the Auto Transport was not listed and she called Customer Service to find out what to do as she said she placed it on the order. They advised her to Reverse that Contract and Do a new one with the correct equipment.

So, After having another man come over to assist her, they finally get another contract with the correct equipment listed and charge my card again. I did not realize at this time that the First Charge takes 5-7 Business Days to be refunded!!! That was our Gas Money for this move! I spent 2 days on the phone with U-Haul speaking to Nicole, Steve, Linda & Alex trying to get the funds reversed into my account so we had the gas to make our move from Texas to Alabama. THIS WAS A FAIL as no one could assist and NO ONE documented any notes from each time I called!!! Alex from U-Haul Customer Service Advised me that he would document this and if we ran into any issues to call them and they would see what they can do to the best of their ability. Thankfully I had little cushion room in the bank so we were able to make it to our new house but the Drop off location that was listed on the contract was about 20 miles away so I knew we may be short on gas getting it back to the Drop off location.

I had received 2 text messages from U-Haul dated 8/27 and 8/29 advising that "Per our contract I have confirmed your drop off location at .....". So I assumed this is where I needed to then take the U-Haul which was about 17.5 Miles away. I stopped and put the last $16 of gas in that we had in the account which got it a little under the 3/4 Tank we started with. The Drop off location was a 24 hour so I left the Keys in the Drop box. On the way back to the house I called U-Haul to have them notate that we dropped off the U-haul since the location was closed and that the Gas is a little short of the 3/4 Tank but per ALEX, he advised me to call in and let them know if we ran into any issues. I spoke with MONICA who advised me that she will notate the account and that the location we dropped it off at was the WRONG ONE and NOT the one on the Contract!! I advised Monica that I received 2 Text Messages from txtmsg@uhaul.com advising that "per our contract, I have confirmed your drop off location at...". She said that she "cannot see any communications re: this and they we should have dropped it off at ......."!

I advised her that I assumed U Haul changed the Drop off location just like they changes the pick up location since I received 2 text messages on 2 different days both advising of the Same Drop off location address "per our contract". She said she understood my frustration and would get this over to a manager so he can call me within 3 business days! She said that if I receive a bill she wanted me to understand why, I advised her I am not paying ANY bill as this whole ordeal with U-Haul has been a Nightmare!! DO NOT RENT FROM U-HAUL!! I am not sure what they are going to charge me now so I have take all of the money out of my account and they can just keep the amount that was Originally Quoted and Contracted! I Will NEVER use U-Haul again and DO NOT Recommend them!

I could maybe overlook the fact the trailer was in a different location than the confirmed reservation stated, maybe, but then to tell me they called me and not just left a message, but actually spoke to me to change the pick up location... that is inexcusable. I will NEVER rent from these guys again, or any U-Haul based on their total failure to even accept some level of responsibility or make any attempt to resolve the situation.

We did not receive the call, so I had to make the call to the 1-800 number I had been given. I spoke with a Joann and she told me that my confirmation of equipment and place of pick up had been emailed to me. That was not acceptable since I had been assured of a phone call and was not able to check my email. This person also told me that the location to pick up the equipment (Earl's Flooring in Madera, CA) opened at 9 am but we could not pick up our equipment earlier than 9:30 am. I then had to reschedule with the people who were helping us with the move.

My husband and I arrived at Earl's Flooring at 9:00 am on June 23, 2014 only to find that **, the one and only person in charge at the location was already helping another customer hook their car up to a two wheel towing dolly attached to their U-Haul rental truck. Once ** was free to assist us, I asked him about what I had been told by Joann at the 1-800 # of not being able to get our equipment until 9:30, even though the store opened at 9:00. He told me that he did not understand why I was told that. He said if anything, he was usually at work earlier than 9:00 to assist his customers. This was upsetting because I had rescheduled the help we were to receive for later, when I didn't need to do that.

Once the paperwork was taken care of my husband and ** went to the back lot where the truck and auto transport trailer were kept. One look at the auto transport trailer told ** and my husband that the auto transport trailer was unusable since the tire hold down strap was broken in two. If my husband had not been mechanically savvy and didn't have his tools with him, we would have been sunk, because it was the only auto transport trailer in Madera. My husband saw the two wheel dollies and asked ** if the straps were the same as the ones on the auto transport trailer. Hearing that they were, he suggested that the broken one be swapped with the one on the two-wheel dolly. With much effort and work using my husband's tools (because there were no tools available on the U-Haul site), ** and my husband got the broken strap off the auto transport trailer and the good strap off the two wheel dolly, attached the broken strap to the two wheel dolly and the good strap to the auto transport trailer making it usable.

Then we went across the lot to get the 20-ft truck. After backing the truck up to the trailer my husband went to help ** secure the trailer. At this point my husband noticed that the ramp on the truck was missing. Upon closer inspection he saw that the ramp had been forcibly removed because stop bracket was broken allowing the ramp to be removed rendering the truck unusable and therefore we were without a truck. My husband then called me for the number of Mike's Mini Storage where I had made the original U-Haul reservation to see if Joyce could help us find a truck. She said she had a 17-ft truck that was supposed be at her store at 9:00 and it already was after 10:00 and the truck was still not there because the girl who had rented it had called saying she overslept. By the time we got over to that store it was after 11:00 and the girl with the truck still had not shown up. We waited about a half hour longer and then Joyce sent us to another U-Haul store in Madera after she had called over there to be sure they had a 17-ft truck because there were no 20-ft trucks in Madera.

We headed over to that store and received the 17-ft truck with no problems but by this time it was 1 pm. We had a reservation to pick up a 20-ft truck and an auto transport trailer at 9 am at Earl's Flooring/U-Haul store in Madera. U-Haul 1-800 had told us that we could not pick up this equipment before 9:30. We arrive at 9:00 and see that attendant was already helping another customer. So bad information was given to us by the U-Haul 1-800 which put us behind schedule and inconvenienced us and other people involved in this move. Then both the auto transport trailer and the 20-ft truck were faulty and unusable. We had to downsize to a 17-ft truck because no other was available and we had to chase all over town to even get that. Once we had all the equipment it was after 1 pm and we still had to get back to the house and load!

All of this caused us extreme hardship and stress. We were put way behind schedule and there was no option of leaving Madera the following day. Also we needed to leave Madera and get to Santa Clarita before dark, because I suffer from night blindness. This of course could not happen and we were forced to drive in the dark for part of our journey. My husband drove the U-Haul truck pulling the auto transport trailer and I had to drive our vehicle. Never in all our dealings with U-Haul have we had such nightmare service.

I sent this letter to U-haul customer service right after this happened and never got a response. We then contacted a Marcus ** who was supposedly the person in California that took care of these kinds of issues. We initially had communication with him by email on 8/4/14 attaching the complaint document for him. By 8/11 I had not heard back from him so I emailed him if anything was going to be done about this. He responded that same day saying he never received the attached document and asked that we please send it ASAP so he could make a decision either way. So I re-sent it and asked if he was able to see it. By 8/23 I still had no response. We have also called this Marcus **, having to leave voicemails to no avail. We are very unsatisfied customers and if U-Haul does not respond to this latest phone call, we will not be using this company again.

Their explanation was - we are given you 2 extra days & $30 off your gas (149 miles @ 59 cents a mile). If it wasn't for their negligence in providing the proper equipment for tire changes, I wouldn't of needed those days. I told the employees to make sure all equipment in your trucks are checked. Anyway I could seek recovery on the $ I lost but I'll just be done with U-Haul unless i get a complimentary 3-day free rental including miles. "Yea right" - potential customers - check equipment yourself to ensure you don't have to wait 5 hours on your tire change. Location: I-35 @ Camp Wisdom Dallas, TX.

Our original quote was $2300 for 3 U-Boxes and movers for a move from Nashville to Houston. We reserved all our services with this U-Haul location on May 27th and were told that our credit card would be charged partially for the movers on July 25th when they picked up our things and then the remainder on August 15th when our things were delivered. The receipt clearly states this. We were charged the entire amount for the movers, about $700, on May 29th and were simply told the receipt was wrong. We were also told that Clayton (manager) would call us to resolve this. We even reached out to him several times but never received a return call.

We knew then that the U-Haul had no concern for us as customers and our goal was just to get out with our things. On moving day, July 25th, we determined that we needed a fourth pod. We were charged $256 on that day which was supposed to cover renting the additional pod for a month and the additional cost for the movers. We were also told that we would have to pay an additional $500 to the shipper for shipping the extra pod. We were not happy but didn't argue. On August 15th, were charged $1964 for shipping. On August 24th, the movers delivered our things and told us we owed an additional $75. We were on the phone all the entire time the movers were unloading our things trying to figure out what U-Haul did with the money but no one was able or willing to help.

As matter of fact, they tried to get another $100 from us. The movers were great though and we paid them the additional amount as well as a generous tip. It was 100 degrees in Houston yesterday and they worked hard. Imagine our surprise when we noticed this morning that U-Haul had the nerve to charge us another $16 yesterday.

We are contemplating cancelling our credit cards to prevent them from randomly taking our money. We understand from our interaction with U-Haul that our $3000 is insignificant and that we are not valued as customers. We are not trying to change that. We will simply tell everyone we know as often as we can to avoid using anything related to U-Haul including U-Box and moving help and any other known entities. We are not happy at all with U-Haul or the pitiful excuses and lack of ownership for issues directly related to our original contract which we made with this U-Haul location, not realizing that U-Haul was going to contracted with several different groups and then place blame on the group for their errors. I know other places appear more expensive at the onset but U-Haul has found a way to gradually exceed even our highest bids. Don't use them. Go with Penske or even Pods. You will end up paying the same thing anyway.

I found Mr. ** to be professional in terms of his knowledge of inventory, but his professionalism ended there. When I planned on asking him if another truck would be available for me to rent when I brought the first truck back early, he blurted out in front of all of the other customers before I could even finish the first four words of my question: No! You cannot have a truck for FREE when you turn this truck in! He was humiliating, impatient, rude and very unfriendly. He may know the UHaul business well, but he does not know customer service. I do. For 10 years I was a Director of Sales and Marketing for some of the best resorts and hotels in this country. Look me up on Linkedin to verify. If I would have treated my guests the way that Mr. ** treated me - our hotels and resorts would have been empty instead of full.

Looking at the web site, the new location for pick up does not even show up on the 18 closest locations to my zip code. I have to type in the pick up city to get it to show up. Again, I chose to pay more for U-Haul for convenience and due to prior positive experiences. Now I feel that I may have made a mistake. The person that called to confirm my reservation was also very unprofessional. She did not seem like she knew what she was doing. I asked her if I could pick up the truck closer to where I live, she redirected me to the 1-800 number. I told her that it was not necessary, and that I would do that after the call.

I then asked her if I could at least pick up the truck with the trailer. She said that she would call U-Haul and try. She told me that she would call them and call me back when she knows one way or the other. She never called back. I called the 1-800 number to see if there was anything that could be done. The representative seemed to have an attitude and told me there was nothing that she could do. She then transferred me to traffic so I could ask them. The person that picked up answered as U-Haul. I asked her name, she seemed upset that I asked. I told her the situation and asked if she could help me. She told me that she could offer me a 10-foot truck in my preferred location.

Think about this for a second. I need a 26-foot truck with a car transport, and the agent offers me a 10-foot truck. She was also very aggressive. I just wanted to talk to someone to see if my original agreement could have been honored. I am a reasonable guy, and I am not yelling at any of these representatives. I did not understand the aggression. I then called the 1-800 once again. Jean answered who was the most helpful. I asked how I should lodge a complaint as this is now a very unpleasant experience before I have even picked up the truck. She demonstrated actual customer service and show empathy for my situation.

She informed me that I will need to finish the rental, then lodge a formal complaint online where a manager would contact me within 48 hours. I told her that I would do just that and thanked her. I then told my wife of the situation. She also called the 1-800 number to see if anything could be done. The agent told my wife that it was not possible because the manager at the pick up location does not work Sundays, and could not be informed that someone could pick up the truck to bring it to my preferred location. This makes sense, but it should not be the customers problem.

We are paying U-Haul a substantial amount of money. Did the manager at the pick up location drop the ball, or U-Haul? Either way, I feel that we are paying the price. I will give U-Haul an opportunity to make this right. Like I said, I am a reasonable guy. I just hope that a responding manager can see the error and try to make it right for this customer. Update: they said they could only do a $50 refund which did not cover the gas and 2 and 1/2 hours it took to pick up the truck and trailer. Very disappointed. I do not suggest U-Haul.

I was told that U-Haul corporate would call me back and provide another truck from another location. After waiting for 2 hours for a call back, I decided to call them back and found out that they had located another truck and was transferred to that location and had to explain to this location what had transgressed and was finally able to get another truck 5 hours after my original pick up time. I will not be going back to this location or use this company ever again.

I told them not to touch it, I will re-install to my specs. Then another 20 minutes went by and the vehicle was finally finished. I went out and did a small inspection and said it doesn't look right to me because it was hanging so far off the back and the installer said it's fine. They left me out in the blazing sun to re-install the car seat (couldn't even give me some shade). Later that evening I was loading something in the back of the truck and noticed that my storage compartment lid was broken and there were scratches all over the back of the truck. My husband called immediately to corporate and was told he would get a call back within 2 days (still have yet to receive that call back). He took the vehicle back to the same location on the 13th to pick up the rest of the parts they did give to me. They told us to provide a quote for the damage. Monday morning I provided the quote and they denied all damage.

I filed a claim through their insurance company and all that got paid to me was for 1 piece, but I have pictures of the rest of the damage caused by them. They lied on their statement to the insurance company, but because the claim was a general liability claim, U-haul had the final say in what would be paid. They are liars and thieves and now I'm taking them to small claims court for the remainder of the damages. Brand new car, we didn't even have it 1 month and they ruined the back end and bumper and won't make it right. The whole process and everybody there SUCKS.... I will NEVER use them again and I recommend the when you are getting a hitch installed through your dealership, you confirm that it is your dealership installing it and that they don't send it to U-Haul, because I was told by my dealership as well as U-Haul that U-Haul does installations for the dealerships. Crappy work, lying employees and horrible claim process. DON'T SHOP U-HAUL IN LAS VEGAS!!!!

Their rep (Peter) answers the phone, "Hello?" I said, "Who is this?" He said, "Who is this?" I said, "This is **." - Pete said you tell me who this is. I said, "This is **. Is this Pete or Scott?" And he said, "What do you need?" I said, "First, don't answer the phone Hello." He said, "If you are going to bash me, what do you want," etc... and hung up on me. That happened 3 more times. I asked to speak to a Manager on each call and the receptionist told me she was the manager, and I said, "You're Peter's Boss?" She said no and I explained I wanted to speak to his boss.

She transferred me to the U-Haul Customer Service number in which a rep name Judy answers and I asked to speak to a manager and she said they are not available. I said, "I will wait." She said, "No, you can't wait. I have to take calls", and she hung up on me. I then found the Marketing number at U-Haul at Corporate, who then transferred me to Cam ** - Customer Service Manager. He tried to get a resolution but wasn't able and sent an email to the facility responsible. U-Haul is horrible, inflexible. The customer service has no professionalism or ability to change anything.

I would strongly recommend you stay away from them. You can never to get a real Manager, and when you do - they can do nothing. I have made probably over 10 calls in the last 3 days, been hung up on 5 times, been told a variety of information and none of which helped or resolved the issue. They are horrible. Go with Penske or someone else.

Also when returning the vehicle was the first time that we were told that we had to fill up the tank and if not they would charge us $5 per gallon. I kindly said, "Then I'll go fill it up, but you all better not charge me for being late now." We would have been 15 minutes later than we told them and would have been charged for another day. They actually did not charge anymore for this but the man I was dealing with during drop off was incredibly rude and hateful. He had no sense of customer service whatsoever. Needless to say, if you are going to be working for the public you should have manners and at least be willing to help, even if you can't. I will never be renting from U-Haul again... They truly screwed me over and I have no idea if it was because they lie or because they don't care.

I told ** in the St George location that I could pick up the truck, provided I could drop it at the Eutawville location (my town) at no additional cost as a compromise, which she agreed to. I notified the Eutawville location that we had agreed to do it that way and that I would be dropping the truck at their location after closing (they close at 2:00 pm on Saturdays). I had rented a U-Haul truck in April to bring up a load of lumber to do my floors from Charleston (total cost including gas =$234.00) which I reimbursed my son for, so I knew what it cost. I did in fact pay $183.58 the day of the rental and put $73.00 in gas, actually putting in about tank more gas than it had when I started.

What I didn't realize at the time was that the terms of the contract had been changed from what we had discussed and agreed to. The Eutawville location charged me an additional $105.00 the next day, which was a mistake and was eventually credited. The day after that, they billed me an additional 44.80. I understand that it was billed as a one-way. But the discussion I had was that it was to be 39.95 plus .89 a mile. Period. And that was in the confirmation they returned to me. I was also charged $10 instead of $7 for the dolly and hand truck. She changed everything at the last minute and just gave me the total which sounded about right. Bait and switch?

I had a moving crew in Charleston waiting and another crew waiting back at the house and needed to hit the road. To complicate matters further, there was water reported in my storage unit and I needed to get my things out immediately. I had several conversations with customer service trying to resolve this. Then I have a great conversation with a customer service gal on July 9th who hears the whole story and assures me the 44.80 will be credited and will also issue a $45 VIP voucher for all the trouble and aggravation.

The next day I get a call from a Craig, regional manager of the Orangeberg area. I tell him as far as I know the matter has been resolved, and he starts getting testy with me, saying how I have underpaid. I start to tell him the story of how I had a reservation but no truck, and he is getting snarky with me. I inform him that I have spent over a $1000.00 back in October with U-Haul and just did the same run back in April down to Charleston, so I know how much it should cost, IF the reservation that I had confirmed had happened. I phoned on the 20th to check on the status of the credit and was informed that in the notes Craig has said to not put the credit through nor issue the vip voucher.

Way to go. I have emailed and had no response. I have called and left message with their marketing team members. I have posted on their facebook page where I am promised someone will look into it. All they do is have the rude Regional Manager call me and argue. Now I am getting truly annoyed. Since then, I have had repeated conversations with Craig, regional manager, and he continues to argue the situation in a very snarky manner.

I am done. Do not use U-Haul. You will not be happy. You will NOT save any money in the long run. They will take money out of your account without cause. They really just don't care about the customer any more.

I did get to upper management who gave me $1000 discount for all the trouble which was nice but obviously there is nothing that can replace that time lost with my husband. So I think everything is OK. I get back to our home state of WA, only to find out that my card was charged TWICE for the shipping fees which overdrafted my account and I had other vendor charges declining. Since we paid out of pocket to move ourselves across country, this was devastating - after several phone calls and emailing the corporate official Vernon ** who by the way told me that they DID NOT charge my account twice - AFTER I PROVED that they did by emailing him a statement - he will now NOT TAKE my calls nor will he return my emails - OH and another THING!!!

When I first made this reservation, they gave me a delivery location of Lakewood, WA - I requested a location south of me for traffic reasons. THEY told they could change the original delivery location of Lakewood, WA to Olympia (which was not only closer to my house my going against traffic for me to pick them up). Was told NO PROBLEM. When I got my paperwork, it still said Lakewood, WA. I called and confirmed that it was Olympia... and when we dropped off our final pod, it was confirmed the pods were going to Olympia.

LO AND BEHOLD, THEY WENT TO PARKLAND, WA which is not only a LOT FARTHER away from my house but it's on a major freeway that seems to have traffic ALL the time - so now I'm going to be driving about 1 hour to get a pod and 1 hour back to drop it off - a military spouse moving by herself with 2 kids. This is how they treat you. STAY AWAY FROM THIS COMPANY. THEY HAVE GONE DOWNHILL BIG TIME - OH AND NO MILITARY DISCOUNT. Apparently each location can choose whether they want to give that to you or not - do not trust a word they say!!!

When we get to the ATM, it says that we have no money and I call to find out that U-Haul had overdrafted my account. Also the main reason we went to the city was to turn my phone on so I now have to call on a phone at a gas station. We realize that they aren't going to help us that day so we have no choice but to walk for over 2 hours back to our house to try and solve the problem. After being disconnected and hung up on several times, we are able to get someone to put MY money owed to me back on the card.

They tell me this is going to take another 4-5 days to be accepted by the bank after taking 3 days to have U-Haul solve the initial problem. I tell the lady of my immediate need for the money and she questions me, only to tell me she feels sorry and can't help. For the 7 days it took to resolve their negligence, my family is living without any food or money. I also have 2 dogs that are unable to eat. On top of this, my rent is past due and I face eviction. My wife pulled muscles in her leg on the walk back from walking so far and we have to pay our bank overdraft fees. The customer service was horrible and everybody seemed to tell us something different. Worse experience of my life and I will never use another rental from them again. GO PENSKE!!

Based on this information, I had her change my reservation from a 17-foot to a 14-foot truck. I received a text message the afternoon before my move stating I'd have to change my pickup time from 8 a.m. to 1:30 p.m. and would have to drive to a different UHAUL location to get a 17-foot truck (remember, I had changed my reservation to a 14-footer). This was not acceptable because friends were coming the following morning to help move. I called the UHAUL customer service (misnomer) office again and this time waited on hold 45 minutes before I spoke with an agent, who promptly placed me on hold again without my consent for another 15 minutes.

When an agent finally answered, she informed me that no trucks (17- or 14-foot) were available in my area (a metro area with several UHAUL locations) until the afternoon of my moving day. I told her this was unacceptable and asked her to pin down a truck for me. She finally did, and it was 50 miles away. I also requested a substantial discount for my time and hassle, an extra day and more mileage, all of which she agreed to. When I picked up my truck from the remote location, the computer database at the local office did not show the discount and extra day I negotiated, so I had to nicely but firmly explain the situation. They finally agreed to the discount but not the extra day. The truck itself was new, nice and well-maintained, and the move went smoothly.

I dropped off my truck to the location I chose initially and deposited the keys because they were closed. I received a call that evening from a person asking when I planned to return the truck. I told him I had already returned it. As it turns out, UHAUL changed my dropoff location without informing me. No surprise there. I recommend avoiding this company unless you enjoy babysitting, hand-holding and have patience for incompetence and complete disregard for customers. As with most things in life, you get what you pay for.

When I asked what they were going to give in compensation for them screwing up my move they said "nothing". That of course set me off and after speaking a few choice words, cancelled my so called "reservation" and hung up. U-Haul's practice of overbooking their trucks is abhorrent and very very bad business. When someone makes a "reservation" (their term not mine) I expect the company to fulfill it. U-Haul knew 3 weeks ago that my "reservation" could not be fulfilled but they accepted it anyway, throwing my move into complete turmoil. This is a one way move and loaders were hired. There was no way I could change anything, nor should I be expected to just because U-Haul can't keep track of their fleet.

U-Haul expected me to change everything and pay for the extra mileage (which was already an issue because there was not enough allowed to begin with) because of their stupidity and appalling business practices. I strongly suggest nobody use U-Haul if you actually want to move without hassle or headache. Luckily I found a truck with another company so this is not a complete disaster but U-Haul will never get my business again.

When I arrived to pick up my truck, they had the truck I asked for, but it was unavailable due to maintenance issues. They offered me a 20-foot truck instead. At first, I refused because I was on a tight budget and could not afford to haul more weight than was absolutely necessary. Plus, I did not want all of my personal effects sliding all over the truck because of all the extra room. I expressed my concern that this would cost more to use, but I was assured it wouldn't. I ended up accepting the 20-foot truck, since that's all they had and I had time constraints and needed to get the truck loaded and on the road the next day. I also rented a tow dolly to haul a small car. Using U-Haul's recommended calculations for mileage & costs, I assumed I would have enough money to easily make the trip.

When signing up for a drop-off location, they originally assigned me to a location 90 miles away. U-Haul customer service said this was the only drop off close to me. I asked if they had any closer and they said no at first. I asked them to look again. This confused me and I wondered how can you not have U-Haul stores in bigger cities, but have them in small, obscure towns 90 miles out of the way? That made no sense. They replied after looking again that there were two in Butte, Mt. and I said okay. I was unaware there was one even closer to me and I would have asked for this one if I had known about it. Why did they not mention these in the first place?

This trip wound up costing me an astronomical amount of money in gas, because I don't think they correctly factored in that I was going to drop my items off in the town in which I would be living and then dropping it off in another town. This automatically set me up to lose money because their estimates were so far off. I ended up having to pay more for extra miles, even when I did not deviate from my traveling route. I wound up using far more gas than I calculated for - to the point that I used up all the funds I reserved to fill up the tank to return it at the level I rented it, AND had to borrow money from my family just to get to where we were moving. I had no money left to drive it to Butte to return it.

My mother told me of a U-Haul facility in a closer town - closer than the drop-off point where they originally scheduled me. Because I had no money left to get it to Butte and just enough to get it to the closer town, that is where I took it. It was a sketchy-little-dump of a facility - one I would never set foot in were I not desperate.

The truck was on empty when I got there and I had no way to get any more money to fill the tank to get it to the Butte drop-off point. The person at the "facility" acted like I was a low human being because I could not drive it to Butte and was making their life inconvenient because they actually have to work in something not related to their dirty, 1000-year-old Pawn Shop duties. (Had I not seen the U-Haul trucks in front of their building, I would not have known this was a U-Haul drop off at all. It is a run-down, old pawnshop with no signs of being a professional, clean U-Haul facility - it was dirty, dingy and creepy. Believe me, if U-Haul had given me the correct information and I had the money I thought I would have left over, I probably would have felt more comfortable driving to Butte to drop off this truck rather than to stop at this place.)

As a result of having to drop this truck there, U-Haul made me sign a promissory note, charging me $410 in gas, service fees and wrong-location fees - all because they don't even know where their own locations are and don't factor their mileage correctly! I did not make any course changes on this trip. I took the shortest route, went straight to my destination and I still went broke doing it. To move 650 miles, I paid $1400+ in gas and truck fees - every dime I had - even my food money. And now I'm stuck paying $410 extra because they didn't know (or wouldn't tell me) there was a U-Haul place closer to me. Unbelievable.

I filed a complaint with U-Haul, but they are standing by their judgment. I can understand the gas charge, because that was part of the contract I signed. However, I don't think it's too much to ask for U-Haul to:

A. Know where their facilities are! Don't ask someone to drive to some dinky town 90 miles away when there is a facility 30 miles away. Really, U-haul - what the hell is that all about? Are you trying to rip people off by making them drive out of their way? That's what it seems like. B. Get your mileage calculations right. When someone tells you they are moving to one town, dropping their items off and then driving to another town to drop off the truck, FACTOR THOSE MILES CORRECTLY for God's sake!! I should not have to be charged extra miles because your calculations are incorrect. I SHOULD NOT HAVE TO GO BROKE BY RENTING YOUR TRUCK!! You're supposed to help me, not screw me over!

C. Lower your MPGs and be sure to include accurate MPGs for hauling a car on a dolly. (Future U-Haul renters - you won't get the 10 MPGs U-Haul tells you. Maybe 7 MPGs or less at best. ) D. A wrong destination charge of $260 dollars because I dropped off the U-Haul in the closest town to me - a town you didn't bother to mention? Seriously? If that doesn't sound like someone trying to deceive and screw their customers over, I don't know what does.

What happened to the days when U-Haul was nice and graciously accepted all trucks it received, regardless of drop-off point? That was the U-Haul I grew up with. Where did that U-Haul go? My family and I trusted that U-Haul, but not this new one. Perhaps U-Haul should make an accurate accounting of their facilities, so they don't look like they are intentionally trying to screw their customers out of money - inconveniencing customers into driving trucks to places they cannot afford to go, because U-Haul doesn't want to send the truck there themselves.

U-Haul appears to me to be too lazy and cheap to drive a truck to whatever town is requesting it, so they are asking their customers to pay the extra $ out of their own pockets and drive it there for the company. Why else would I not have been told about the closer U-Haul facility in the first place? I think it is because someone in Dillon or Butte wanted a large truck and U-Haul wanted me to go out of my way, using my own scarce resources, to drop a truck off there since they didn't want to do it themselves. I'm assuming someone in Dillon, Mt. is disappointed because I refused to drive the 90 miles (one way!! ) to drop off a truck there for them. This is the only scenario that makes sense to me.

I have been homeless for 6 months - living out of a car while working to pay off all my bills. When I couldn't catch up and save enough to move into a house, I took all my money from my last paycheck to rent this truck to move to my mother's house, so my kids and I wouldn't have to sleep in our car anymore. Now, I have to come up with $410 extra because U-Haul likes to penalize its customers for not being able to pay to drive 60-180+ extra miles to drop off a truck. That's especially disgusting when there are places so much closer and could easily save your customers money. That's money I need to feed my kids and save to rent a place of my own! U-Haul - do you see that makes you look like you are taking advantage of your customers?

Shame on you, U-Haul for being so cheap and lazy and asking the people who are under the worst hardships to do your truck-transporting work and foot-the-bill! Shame on you!! U-Haul, when people are using your trucks to move themselves, they probably aren't rich. If they were, they would pay a moving company to do it for them. Why would you think they can afford all these little extra costs you throw at them after they have rented your trucks?

More importantly, why would you jeopardize your relationships with your loyal customers - people like me, whose families were lifelong customers - who have trusted you over the years to provide good service? That's exactly what you've done with me. I thought Budget's rental trucks were expensive - but in all likelihood, I'm going to use them next time, because I would have spent far less money had I used them on this trip. Because I used ridiculously-expensive U-Haul on this trip, I now don't have the money I budgeted for food for my family and I can't afford to keep my phone on - the phone I need to find a new job. Thanks, U-Haul!

To the people reading this who are considering renting from U-Haul: 1. Factor about $700-1000 EXTRA cushion into what you are thinking you will spend on your U-Haul and gas for the trip. That is what you will need. Or better yet, when you budget for your move with U-Haul, double it! They will find some way to finagle you out of your money - and that amount might cover all the extra gas you will need because they won't get your mileage calculated correctly or they won't give you an accurate gas-mileage estimate. Or they will tell you some drop off place 90 miles out of your way... which leads to:

2. Do your research. Find your own drop-off site closest to you, because who you speak to with U-Haul customer service probably won't know it even exists, and if they do, they won't mention it if it benefits them.

Future Movers: Beware U-Haul! Investigate a cheaper alternative! Use at your own risk and only if you don't mind throwing your money away!

And U-Haul: Seriously, get it together. Stop asking your customers to do your truck drop-off work for you on their hard-earned dime. Don't withhold information about closer drop-off sites just because you're too cheap to get a truck there yourself. And clean up your locations. That just makes you look even more shady when your facilities look like fronts for criminal activity. That's just poor, lazy & shameful business practice.

The transmission slipped and according to the roadside assistance people in Roanoke, VA, there was too much transmission fluid and it blew out all over my vehicle which I was towing. In addition, because of this breakdown, I returned the truck late and they tried to bill me an additional $175.00, which they decided to waive after I disputed the charges. Other than this one good point, it was pretty much pass the buck. U-Haul says the agent locations are responsible for maintaining the equipment and vice versa.

I have been a U-Haul customer for many years, renting from them at least a dozen times over the past 20 years and now I believe all my business will be going elsewhere and I will recommend that no one rent their trucks. Upon returning the horrible truck to the agent in SC, we notified him of the problems, and he as much as said he did not care. He had a reservation for the truck and he was putting it back on the road. I was thoroughly disgusted and amazed at such bad customer concern and care.

Have called customer service that was the rudest people I have ever dealt with. Regional managers have not returned any phone calls even though they said they would. Nobody seems to care at all. I'm nothing to these people and I will never use them again and don't advise anyone else, too either. I will be calling BBB on them. I realize one person can't make a difference, but several can. And sooner or later all these complaints will add up. Too bad the CEO doesn't take interest in how this company is being run out here and how the people are treated. I dare him to take a true interest in this and call me back. Show me you really do care about how we are treated. I have been in customer service for years and years and not once have I ever treated people so bad because I actually care at how I do my job.

Regrettably, we packed the box with essentials (bed/cookware/monthly dog medication) and items of sentimental value. We would prefer to have our items delivered, as we payed them to do precisely that in a timely and non-destructive manner, but we are preparing to take legal action to at least receive some sort of monetary compensation. Recently I have attempted emailing certain members of Uhaul's corporate office, to no avail. I would never recommend this service to anyone. In fact, I plan to dissuade anyone from ever using any Uhaul service. I am young and have a long life of bashing Uhaul ahead of me. Their customer service is deplorable, their national communication and organization is disgustingly lacking in management or structure (branches between states have no idea whats going on), and their products are SUB PAR (plywood covered in a tarp(? )- yaay). Dear Uhaul, I like to be wined and dined before getting **.

My advice would be to start the vehicles and make sure they are running properly 48+hours before someone is scheduled to pick it up so I if there is an issue it can be addressed ahead of time and not leave paying customers scrambling on the day of their move. And/or not expect customer (who at no fault of their own) are now without a vehicle to drive 2 hours completely out of their way to pick up a replacement truck, oh and of course we had to pay the extra gas and mileage!! I will NEVER use UHaul ever again and will make sure that my family, friends and co-workers steer clear of this atrocity of a business!!

I called on the day of the appointment and was told it was changed to 6 days from now. At no point did anyone contact me to tell me this. I then asked if they even had a hitch for my vehicle. Well after being transferred to 4 different people, wasting over 30 minutes of my time, I was never told if they even had the hitch. I asked them to contact me within 4 hours to verify that they had a hitch or refund my credit card. They have done neither.

I need this hitch to carry our 4 bikes on a well-deserved vacation that we have already booked. I am running out of time here dealing with these very inconsiderate people. Just to ease my nerves, I may just get a hitch installed elsewhere and ask my bank to pull back the funds. Up until now I have always had a good experience with U-HAUL which is why I only contacted them for the hitch. My view of this company has changed and I will definitely seek out other options in the future.

Later, I return and asked about a storage location to put some of my things. I explained that 24 hour access was mandatory. I told them this several different times during this process. However, later that evening I was refused access. When I called, they told me there was a monthly charge to have after hour access. ARE YOU KIDDING ME!!!!! I can go anywhere else in the city of Memphis and get a LARGER unit for the same price with 24 hour access for the same if not less cost! If I had not been in a jam, I would have left this place immediately after the first correspondence with them. However, due to the fact I had to have the truck turned in that day and that a storm was rolling in. I had no other choice but to follow through a second round with them to obtain a storage unit.

To top it off, I called to speak to the manager of the location and explained my experience and my dissatisfaction and he told me he would complete an internal investigation and I NEVER heard back from him. When I spoke to Corporate they explained that each location follows their own set of rules that there is not a corporate process or standard procedure. This is true for the privately owned and the U-Haul owned facilities. By the way ... This is a U-Haul owed facility!

NOTE TO SELF: Never use or recommend U-Haul, EVER! I want to add that the gentleman that showed me the truck and the features was the only one that was pleasant throughout this whole experience. Kudos to him! He should look for other employment with a more reputable company. I will report this to the BBB and will be sending this review to every U-Haul executive that I can find contact information for. My suggestion to them is to visit this site undercover as a patron. I think they too will be appalled!

I went, excited to soon be pulling a little trailer behind my Mini. 3 hours passed and no word then 4, then 5 hours, so I called. The woman who answered the phone took my name and said my car had been finished at 4:00. I apologized for not being there yet and got a ride to go get it. When I arrived, I walked in and asked where my car was so I could look at the work and get going. The woman looked surprised and said my car wasn't finished yet and it was going to be another hour at the most. I said, "I just talked to you and you told me my car was done at 4:00." She said, "It wasn't me you talked to and I'm the only woman working today." Then she added, "It must have been a call center."

WHAT?? Ok, nothing to do now but wait. I went outside and saw the garage with my car in it and the mechanic working on it so I went in. My bumper lay in pieces all around, screws and nuts scattered in piles and the mechanic trying to get things reattached. I asked him how things were going and he says, "Well, this was a lot harder than we thought. We had to take off your whole bumper and mud flaps. I know now for next time." So I asked him if this was the first Mini they had worked on and he said "yes". Great, I thought. Wish I had known that before you ripped my car apart. I returned to the waiting room. Approximately an hour later, the manager come in and says, "You want the good news or bad news?" "What's the bad news?" I said.

He starts to tell me that the silicone they used to reattach my mud flaps wasn't dry yet. WHAT??? Silicone? I said, "Let's go look." We go back there and it's a mess. They have silicone all over the mud flaps and are wedging them against the tires with nuts and washers. Silicone is squeezing out up on to my matte black trim and on to the running lights and on top of it, the trim running along the bottom edge of my number is hanging off and clearly not reattached properly. I say, "What is this? This doesn't look right to me." "It's the way it was," he said.

So I, The customer, get down there and inspect and quickly figure out that the trim needs to clip into little slots. And I start pushing it in to place. It snaps in and the manager is standing there going, "Oh well, I guess it does go on." "Why the silicone," I ask. He says, "When we pulled it off, it was attached that way." I'm sorry but my car was not glued together with kitchen and bathroom silicone when I brought it in. Then he takes a wet and dirty greasy rag and starts to wipe and rub the excess silicone off my car. Not only can you not get silicone off with water but now my matte black trim has dirt and shiny silicone rubbed into it. My mud flaps are cracked and I'm not happy.

So all in all, I have a hitch installed at a cost of $480. I have the receiver but no ball and no pin to attach it to the hitch (I was told these were extras). Silicone has ruined my trim and the mud flaps, wasted 8 1/2 hours of my time. The hole they had to cut through my bumper is not centered on the hitch so the receiver actually contacts the bumper and the wiring they ran comes through the bottom of the engine compartment and over the gasket that keeps water out of the engine compartment. All in all, I'm very dissatisfied. I'm going to a dealer to get a quote on replacing these parts and will be passing the bill on to U-Haul. Terrible, terrible experience. Will be using Budget for all my rental needs from now on. 10-year relationship in a small town flushed down the toilet because of their incompetence.

This bill that you sent me is false. I resent being put through this because of one of your representatives being dishonest. I looked at the complaints on U-Haul and you have many against you (https://www.consumeraffairs.com/movers/uhaul.html). If you pursue this issue, I will gladly take you to court. I have witnesses that observed the condition of the truck, gas amount, folded blankets and the hand truck placed in the back of the van. The van was not damaged on the outside or inside. It was well taken care of. Therefore, this bill that you sent me is dishonest on the part of your representative. I will not stand for this harassment. I suggest that you email me in return with an apology and drop this invalid bill.

I wish I knew/was told that this location had a night drop off option/box. They were closed on 5/26 and when I called several times, they did not answer their phone. I could have dropped the trailer earlier and would not have to make special arrangements, which were inconvenient / difficult. Location did not have anything to put under the wheels of the trailer to stop it from rolling. Unfortunately, I had to improvise / may have been a safety issue. I did provide feedback on their site, but don't expect to hear back from anyone.

Call #2: I call to get them to change it to May 16 pickup and return May 17 as originally requested in Call #1. As of May 15, 2014 5:00 pm no one had contacted me. I called the number given on the reservation page. A lady answered and was also talking to her co-workers in the background about another reservation while trying to deal with me and my reservation, in the end she said she would call back. 6pm I get no call and call back myself (Call #3), this time I do get a helpful lady. But since this is U-haul I am dealing with of course I get a truck DOUBLE the size I need and on the OPPOSITE end of Calgary, this location was in the northeast and 20km away from where I lived. The lady was professional and pleasant and gave me 30km extra and was only going to charge me for the price of the 10'. Great I was happy. May 16 arrives and I get the following email:

"This is confirmation that the 20' Moving Van you reserved is scheduled and guaranteed to pickup at 8:30 AM on 05/17/2014 at U-HAUL AT BLACKFOOT TRAIL, 5519 6TH ST SE, CALGARY, AB T2H1L6. "

Say what now? Call #4: I call this Blackfoot location to let them know I already sorted everything out the previous day and suddenly I am getting a confirmation pick email for a different location, for a 20' truck?!? The 20' truck I reserved? I reserved 10'!!! Nonetheless this lady was also friendly and nice and said there was a 14' truck available at the Blackfoot location, great this place is only 3km away from my place so why not. And this was confirmed as you will see my below copy and pasted email:

You are scheduled to pick up your equipment at U-Haul at Blackfoot Trail on Saturday, May 17, 2014 at 8:30 AM."

Then comes May 17, 2014, moving day. I wake up stressed and anxious. After waiting in the long line at the blackfoot location and seeing customer after customer leave in an angry manner I am finally next in line. When I give them my reservation number, the lady looked in the system. And guess what, THERE WAS NO TRUCK FOR ME!!!!! The lady is busy calling places to see if anything is available. After standing at the counter and no progress being made and tell my friends who were with me what was going on and started crying.

At the time the manager at this location seemed helpful and told me not to worry. Eventually they said they will take a 17' truck from someone else's reservation (wow), but I would have to pay full price for it!! All the manager would say if that "there is nothing we can do", "we are bending over backwards to do this for you", and "someone else would pay full price". WOW, just WOW, great customer service right there. After not being able to get 3 words in (as I was trying to tell her the lady at the northeast location was giving it to me for the price of the 10' since hmmmm that it what I had reserved for the past 3 weeks), eventually said, “OK what IS the price for the 17' truck??” What do they say: "I don't know."

They eventually figured out that the truck was only $10 more, and despite the fact it is only a $10 difference I shouldn't have to pay for more than the 10' truck size I reserved since U-haul screwed me over. They MADE me may full price, did not stand by their mistakes and did not defend me. They also blamed me for this since I had called 4 times. Excuse me??? Please refer to Call #1, Call #2, Call #3, and Call #4 stated above if you need a refresher.

A few days later I called U-haul customer service and politely told them my experience. Even the customer service agent repeatedly said "wooow" as I told him my experience. I told the customer rep, since my stuff is currently in storage in an Edmonton U-haul location, it would be very appreciative if I could get a free truck to move my stuff from storage to my new apartment which I have possession of on June 10, 2014. His manager was to review the file. A few days later I get a call from the manager at the Blackfoot location (the lady who told me "there is nothing we can do", "we are bending over backwards to do this for you", and "someone else would pay full price"). I was at work so could not answer my cell but she left a voicemail saying "There’s nothing we can do about the 17' truck price, I thought we already discussed there would be no price change."

I don't want a price change!!! All I want is a well deserved free truck to take my stuff out of U-haul storage in Edmonton to my new apartment in Edmonton. I'm really not asking much based on the way I had been treated by this "company". Utter disgrace. I will never use you again. It's sad that this was my first experience, and it is my last.

The one criticism I would give is that their estimator excluded the cost of tax and insurance. Wish it would have included it!

She said that I would. I gave the company two options of trucks that I could use and I did not care which one they got for me. Was again told that they could not get either one for me and that my only option was to pick it up from Canfield. I feel that they only wanted me to pick it up from there so that I could be charged the extra mileage. There was nothing offered to me to rectify the situation. I canceled my reservation and am forced to find another method of transporting the items on a short notice. I think this was a very poor act of customer service and I will NEVER use this company's services again.

We had spoken to Corporate Mgrs several times on 3/30/14 who said the error charges would be reversed in 1-2 days and the money put back into my son's checking account. It took 8 days to receive all the money refunded in its entirety. U-Haul has no safeguards in place between their retailer offices in all the different States (hence Maryland U-Haul using our FL account to pay for someone else U-Haul 5 States away). U-HAUL had stolen money from my son and it was horrible getting it back. I do not know how someone in Maryland could access our U-Haul customer number in order to bill our credit card and take money from my son's checking account to start with.

My son is a young Marine and U-Haul depleted his whole checking account with their errors and did not seem apologetic that my son went without things he needed for 8 days due to their mistakes. BE careful, we had other problems with them also related to not knowing where to pick-up the U-Haul truck and also U-Haul giving conflicting verbal truck drop-off info that was different than their customer contract. It was just a host of craziness and unprofessionalism. NEVER AGAIN U-HAUL.

When got to my destination, I still had a full tank of gas when parked the truck, while loaded the truck for four hours. The next morning the eastern coastline from N.C. to GA were having bad weather coming in of freezing rain, in which was to turn to sleet and ice as the cold front moved in. As I got in the truck to leave, I noticed I was sitting on 3/4 of a tank of gas in which I thought someone had siphoned gas out of tank while I slept for a few hours before getting back on the highway. Well, I did not even make it out of N.C. before having to fill up the tank. This is where I noticed the gas problem that I couldn't understand. The gas I was pouring in was coming out just as fast through the fill fuel tank hose leak.

I was furious and somewhat afraid, knowing the danger I could be in. So, I knew not to continue filling the tank up ($45??) and not knowing exactly what to do except beat the weather from keeping me from my new home. Plus had a deadline to have truck back at a certain time. I had called U-Haul that rented me the truck. Their suggestion was to go off course to a area I did not know and reload my load in the rainy area. I simply gave a prayer knowing it would take me 4 to 5 hours at the very least to reload and load into another truck by myself. So, I knew I was safe on the highway with the rain pouring down of any sparks from flying cigarettes that went under the truck, after calling a personal mechanic of the situation in the gas problem leaking gas out as fast as I put it in. After the advisement through mechanic I only put in $20 at each gas station until my return to Alabama.

In returning the truck, I showed the people where the leak was and asked for some of that gas I evidently lost back. And this is where I learn more of why I am pursuing this action of what the lady had told me, yes the former client also made a complaint of the gas problem leak and it was out of commission until Mel took truck out and drove it for twelve miles and found no cause of leak without having the truck looked at by a professional, deciding that it was not out of commission he then rented it to me. The total trip back of gas of putting $20 in, was $186?? There is a difference of no weight and weight when using gas.

I pursued this by the proper channels of customer services and even have a file number. However, the U-Haul is missing the picture and it is not entirely of losing the extra money in gas, in which I would like back. The picture is the safeness of the passengers of U-Haul equipment rental and other bystanders on the highway, that was in unknown danger of this leak going and coming back. Also I did try fixing this gas leak problem as well of buying tools while stopped to get another $20, however, one of the nuts of four was stripped on the guard plate that protected the fill tank hose and the weather dropped tremendously. However, the U-Haul decided upon their own to do their own estimation of what gas I lost and/or not. Stating that with their figures that I should have used more gas than what I do know and claim, that I use and seen that I was losing gas.

Mel, did admit during a 3-way call through customer services; in which they record all their calls, that he did have a prior complaint and drove the truck 12 miles and had seen no leak. That was the conversation and they gave me a 50-dollar propane certificate through email, in regards to my trouble; in which I have no use for propane gas I told them and said someone you know may could use it.

Unsatisfied with the way they are avoiding the danger they had put me in and other bystanders I continue on. They keep asking me how much do I value my life being I feared my life was in danger. There is no limit of price on my life as to there is not enough money on earth that could compensate upon my life. The figures they used I was against because they decided that the gas prices were $3.45 a gallon when I was only paying from $3.05 to $3.25. I feel they used every means to avoid the seriousness of the situation that they had put me in under poor management judgement. They give me the go around with putting it back upon Mel in which I had not received one call from him as told by customer service. Which leads me to believe they are avoiding this matter as best as they can. Something needs to be done pronto.

I will ever not rent a U-Haul truck nor recommend to anyone to do so. Their professionalism of safeness is not up to code. Very unprofessional experience with this as I experienced.

Finally, when I went out to the vehicle to look at their work I couldn't find the wire harness I asked to be installed. The guy came out and showed me that they installed it in the rear interior and when I needed to use it all I had to do was pull it out through the weather stripping on the hatch. I had expected it to be installed outside the vehicle next to the hitch like all my friends have. The guy behind the desk said that's the way they do it now. Why wasn't I told up front???

Obviously if you want to know what it's actually going to cost you, what work will actually be performed and anything involving their sticker or warranty, you need to always speak to the 'guy behind the desk'. He's the only one who knows anything. I filed a complaint with U-Haul and am waiting to hear back. The least I want is the additional money and associated tax returned to me.

We found out that Williamston, NC U-Haul had picked it up and taken it to Williamston, NC and unloaded it in a storage building. They wanted us to pay extra fees for taking it there and unloading it and the storage of our goods. We couldn't afford the extra charges so we lost all our goods in the truck. Everything we owned was in that truck. We wasn't supposed to have the truck back until the next day when we paid the fees.

I contacted the manager on site by the name of ** who actually became very defensive and even accused me of having misplaced my own keys. Since U-Haul would not cooperate with me I contacted the Atlanta police department who obligated to break that lock that was not mine, but how about Ms. ** refused for me to be present while they were breaking the lock stating that it was company policy.... Yeah right. Of course when I was finally allowed to access my room in the presence of the police, everything was gone but my entailment cabinet, I mean they took everything. I had paid 5 years worth of storage for a room that has been burglarized, and U-Haul was not about to be responsible who even try to meet me half way... Why would I pay 5 years of storage for an empty room unless I am on dope and fog food.

I contacted the BBB and they too were unsuccessful in resolving this matter, a lot of back and forth with U-Haul management. Finally toward the end, U-Haul management admitted that they had replace my lock on my behalf because on one of their routine check they found out that my room was without a lock, not only that they are lying but furthermore they cannot give a date or year to which the room was noticed open nor that they even notified me by mail or phone, but they made sure to send me a monthly email to remind me that the rent was due. I also tried to use an attorney via Prepaid Legal Services but that did not work either and I could not afford to retain an attorney based on hourly rate, so I lost most of my possessions, and U-Haul got away with murder, not even a letter of apology, absolutely no correspondence from them or effort to at least compensate me some kind of way.

The detective from the Atlanta police department who was handling the case at the time stated that he was convinced that it was an inside job. Losing your home is one of the most devastating anyone can go through. Getting robbed by the people who you pay every month and trust to keep your belonging safe is a violation of your person and a violation of your integrity. All I can tell everyone please do your research. I don't care what kind of name people carry to make themselves sound reputable, do not trust anyone these days and be aware of U-HAUL BUSINESS PRACTICE AND WORK ETHIC. My claim with them is expiring in November of 2012. I am still gonna try to find a way to sue them.