U-Haul Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

A day later I receive a text stating the location and time were going to be changed a second time. I called to inquire why, but they waited till they closed to send me the text. On the third day I called early in the morning and the rep said they could not guaranteed the truck would be available on the last day they set up. In speaking with the customer reps, their response to my inquiries as to why or what happened, their answer was usually, "I don't know what to tell you." I should have stayed with Penske or Budget, in the past I have never had any issues with them.

The Moving Company said I could pay them directly so I would not be responsible for paying the 6 boxes. In the process of adding my box, the dispatch center cancelled my moving help in Pittsburgh! My boxes were delivered a day late. My night stand was broken into pieces and I am missing shelving. The moving company in Pittsburgh blamed the Atlanta moving company. I am still trying to get this whole mess resolved. I would not recommend using U-Box!

The U-boxes were picked up from my house in Florida on the 26th of June. On Thursday, the 25th of June, I called U-Haul to find out about the pick-up on the 26th of the U-boxes. I was told that I could not receive my furniture until the 17th of July. I called U-Haul so many times that night. I was on the phone about 2 hrs. I need to wait until Monday the 29th. So on Monday the 29th (which is my birthday) I called U-Haul and straighten out the delivery date. I was then told by U-Haul that my furniture and belongings will be brought to their hub in Chelsea in New York City.

I told them how was I going to get my stuff. They told me that I could rent a U-Haul truck, pay for mileage, gas, and truck rental and unload one U-box at a time. I live far from Chelsea and to unload one at a time would take so long. The amount of money it would cost would be a lot. I already had paid almost $3,000.00 for the U-boxes and the shipping of them. They also told me if I hired someone to unload and put on the truck it would be about $900 more.

I cannot believe that they would never tell me that they don't deliver to your house in New York. How would I know any different? They delivered to my house in Florida, and was never told until after U-Haul had my belongings and they were in transit. When I called the U-Haul and Storage of Chelsea I spoke to the regional manager there. She was rude and said, "I don't know what to tell you. We don't bring the U-boxes to you," that I am on my own to find a way to get my belongings. After all of that I called U-Haul about 12 more times trying to figure out how to get my furniture, I was told time after time that a manager or supervisor will call me back. I never received a phone call, not ever from U-Haul.

I finally had made a arrangements with a friend who called a friend with large trucks to go and pick up my U-boxes from the hub and deliver them to me. They never called me to let me know that my U-boxes were brought to the hub. I had to call myself and find out that they arrived. It was a additional cost to get the U-boxes delivered to me. U-Haul was never upfront about the delivery and their employers just tell you what they think you want to hear. Never receiving a call from U-Haul to help me with my problem was very upsetting. My 87 yr old mother's clothes and belongings were in those U-boxes. We had to go buy her clothes and the stress of thinking how we are supposed to get our furniture was ridiculous.

My family has rented U-Haul trucks before. I would never rent from them ever again. The amount of phone calling and stress was just too much. They don't care about their customers. As long as they were able to deduct the money from my checking account was all they were worried about, which they took on a July 4th. They had their money but I had no way of how to get my belongings. So it was a great lesson learned that big companies like U-Haul can take advantage of customers as long as they have your things and they got their money. I also listened to the recordings where I gave my new home address to get the belongings delivered. The recording do not state that I have to get my furniture until June 29. Plus the receipt I was emailed was blank, until I received a bill on email in July. Bad business!!!

A guy named Kevin offered me a 20 coupon for the next time I move. I asked him if I could speak to a manager. He put me on hold for a minute, came back on and tried to act like he was a different person and when I caught it, he said "Oh I am the manager." This was the worst experience ever and I wouldn't be surprised if this were the next company to go out of business.

One week later my account was debited for the rental even after I was promised they would not charge me due to their error. I visited the location to express my expected anger behind this laundry list of errors and the general manager tells me that I DO NOT HAVE A RIGHT TO ANGRY. The lack of professionalism and understanding and erroneous charging of my account twice displays a poorly operated business with no concern to a paying customer. After filing a customer complaint, the complaint went directly to the manager involved instead of their superiors. WTH!? Who does that. This has by far been the most unprofessional business set of transactions I've experienced in over 30 years of working.

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.