U-Haul Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

An update from when I wrote that 10 days ago:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I have talked to four people - all in customer service at U-Haul, and they keep telling me that I must speak to the original agent....who doesn't understand English. At this point I want a discounted rate for the original move and I will not pay for the return trip to Texas. In today's technological society you can't tell me that the customer service department does not have access to change a mistake made by an "agent". If they don't have that access they should. And they also need to stop passing the buck and own the problem. Mr. U-Haul, I will tell everyone that I know to never use UHaul, because I certainly won't be doing business with you again... ever.

Good luck trying to escalate a problem; managers tend to duck and cover when a CSR has to transfer a call. I feel sorry for customers who arrive to pick up a rental and find the affiliated business is closed on Sunday, or the truck they'd reserved is not available on move day. But I really feel sorry for the people handling the phones on the front lines. It's not a pretty sight.

I asked the them if they got their customers mixed up because everything they were saying was completely false and not what I agreed to. Call center employees were useless rude abusive and unprofessional and have the worst record keeping & AWFUL customer service!! Had they admitted their mistake and refund the money in beginning, it could have saved a lot of time and money. They instead are desperate to ruin the business reputation by stealing from and endangering their customers!! U-Haul employees are by far the LAZIEST AND UNPROFESSIONAL of any business I've ever dealt with. They "work" from home mostly because they're unqualified to do customer service and highly incapable of doing their job!!

Was that some kind of cruel joke? A power gesture? ONE MINUTE LATE!! I guess that Uhaul store would rather lose customers than be decent. Now I have to go back today and finish the check-in. Never again. UHAUL? YOU SHOULD BE TOTALLY AND COMPLETELY ASHAMED OF YOURSELVES!!! Wow.

My friend called the corporate service about this problem while I was moving and she promised him to contact me in 48 hours. But I never get contacted about it. I had put a complaint through their online customer service page, but they never replied. When I called customer service, even though I told my name, order number, phone number information, claim manager (?) said he could not see any information about my order through his computer and he could not answer any question about truck rental fee they charged me. But he was trying to limit their damage by asking me narrowing question about issues.

At the same time this was going on there was a U-Haul representative calling my wife. This representative called her 4x's in the matter of 10 minutes repeating the same thing. The reason for that's because the representative spoke no ENGLISH. I called and finally got a representative and explained all this and for them to stop harassing my wife and indicated they will. Well, it's now 2 hours later and 3 more calls came from them. I called corporate again and got the rudest woman.

I'm an easy going guy and my wife and myself both are fluent in Spanish. However, this is America, speak the language or better yet at least understand it especially if you are working in the job market. I see U-Haul has no care and concern in terms of their clients, knew or old. This will end my 25 year relationship with U-Haul and unless you want a similar disappointed experience I would follow my footsteps. PEACE.

In a nutshell, I would rather pay double for a moving company rather than have horrible customer service and be lied to about what I am or are not getting from this company. I will be posting this on EVERY WEB site available along with word of mouth to any and all. YOUR COMPANY IS UNRELIABLE AND HORRIBLE!!!!

I placed an order on August 20 for a U-Haul U-Box to be delivered to my house on August 27. The day before my wife was expecting it to arrive, she called to confirm it would arrive as ordered. She spoke with a U-Haul representative from the call center who told her he'd send an email reminding the appropriate location to give her a call when they will be delivering the box. On delivery day, she waited and waited; by noon, still no box. On top of that, she and our 4 kids have a flight to catch in 2 days. First thing the next morning, I'm on the horn trying to call someone in corporate while my wife is trying to get a hold of a manager at the U-Haul warehouse where the U-Box was supposed to come from.

My wife was given the cell phone number for Tony ** whom she called and left a message. An Eric ** calls her around noon to tell her he'll be bringing the box by in about 20-30 minutes. To her relief, it did actually come, a day late. When she gave him the Gypsy Moth checklist as required by the state, he was surprised that she actually knew what it was and had it ready for him. He collects a $204 deposit and promises a refund for their lateness with the box. My wife packs the entire house in the box with the daylight hours she has left and locks it up. He calls in the evening to let her know he'll be refunding half of our deposit. Around 8 pm, Tony ** finally gets around to returning her call. While at the airport the next morning, my wife leaves a message for Eric as instructed to let him know the box is ready for pickup as required. He calls back later in the day to let her know he's picked it up and it's sitting at their location. The day after her flight, Ericcalls to collect the balance of $910 so that our box is entered into the shipping schedule. We thought the worst was behind us since we were all paid up and the box was packed, locked, and ready for shipping.

Since we already started off with a bad experience, we again called several days before our expected delivery date, which was supposed to be September 10. Per that representative, that darn Gypsy Moth checklist was not on file for some reason or another. My wife was told again an email would be sent, someone would contact her. She gave good ol' Eric ** a call just to let him know that she still had not received a call letting her know the box was on its way and about the whole Gypsy Moth thing. The day our box was supposed to arrive, my wife once again tries to reach someone higher up in the chain that could possibly get things going. She is transferred to a guy in marketing for U-Box who states he's uploading the Gypsy Moth document now and will call her by noon tomorrow to let her know when the box is shipped and also promises a small refund.

To no surprise, no phone call by noon the next day. Larry is the next guy somewhere higher up in the chain and states a refund can't be issued until the box is received. Who knows if we'll ever get our box and get any of the $1,000 or so back that we've already paid? Too bad no one at U-Haul really cares what we're going through and how their mistakes and inaction have affected our lives and cost us money. I know we are not the first people to have a negative experience with U-Haul, so we decided to share our story with the public, the company's shareholders and parent companies.

She had already told U-Haul of her circumstances and that she was desperate. Seems to me that U-Haul took advantage of that weakness to BAIT her into an affordable truck that DIDN'T EXIST to get her 95 miles out of town with friends and family from the new location that had to take time off from work and also drive 95 miles to help and then SWITCH the deal by not having the truck she was promised. Very old trick in the book. Got U-Haul an extra $113 bill which is refusing to pay for dropping the car off at a different location.

The complaints department didn't care about our complaint to U-Haul's complaint department. A field manager is supposed to call in the next few days. We'll see where that gets us. In the meantime, they say we are blacklisted from renting from them again or I guess that means blacklisted from getting SCREWED by U-Haul again. Like we will ever rent from them again. Everyone I know will be warned about U-Haul's BAIT AND SWITCH techniques.

Now I am mad and demanded they create a solution because it is U-Haul's policy that I get what I reserved when I reserved it. We went back and forth on the phone about the truck being repaired. Friday night they told me it is fixed and all is well. Saturday morning (the day I am moving) at 10AM, they called and said the 26ft is not available. It is not working/etc. and that they are offering me a 20ft truck with a trailer instead. At this point, I have no choice but to say okay knowing that dealing with a trailer is going to be a nightmare.

Sure enough it was. It cost me at least 3 hours of time and an additional 20 miles of travel dealing with a trailer instead of the 26ft truck I was promised. They flat out lied to me over and over. The 26ft truck wasn't even there. Why? I suspect they rented it out to someone else. I am furious with this location and U-Haul overall. I am certain to tell everyone I know.

After 4 hours and not receiving an e-mail, I called the location where I would be receiving my U-Haul truck. They did receive my request, but the scheduling lady failed to let me know that they down-sized my rental truck to a 24-foot truck instead of a 26-foot truck. I called back to the scheduling department out of Denver and spoke to another scheduling lady who advised me that U-Haul does not guarantee a truck size, only a large truck, medium truck and small truck. I advised her of the contract that I received that has a reference number that I would receive a 26-foot U-Haul truck and that the company had taken a dollar out of my credit card account to hold me a 26-foot truck. I advised the scheduling lady that I wanted to speak to her supervisor and she advised me, now yelling at me on the phone, that a supervisor is busy and would not speak to me, but would call me back. You guessed it, I’m still waiting. I asked to speak to the supervisors; the supervisor and the lady told me to call 1-800-Go U-Haul and then hung up on me.

I got on the internet and called corporate offices in Phoenix, AZ and spoke to an unknown supervisor who advised me that the only thing he could do is fill out a written complaint and submit it, but I would still have to deal with the Denver area management scheduling department. I called 4 or 5 times and no one ever answered the phone, and there is no message machine to even leave a message. I called several other different rental companies seeking a 26-foot rental truck. I was advised by 3 different companies that I was probably the 10 or 11th person calling today because U-Haul canceled trucks on them also. I will never use U-Haul again and being in the military, I cannot recommend U-Haul to anyone and will do my best to discourage it highly. When you move, the last thing you want to worry about is a U-Haul Truck. I wish I would have read all of U-Haul's reviews because I guess this is common practice for U-Haul.

I was very happy with this...but...what if I hadn't caught it? Is this a common practice? By the looks of the complaints, it seems to be, and I, too, almost became a victim. So, my advice, use the tools and technology to your advantage...in case of a mistake.

After reading all of the complaints, I am not sure where I can go with this. I am a senior who made this move starting out with great hope of a change, but now I am out of money for the expense of someone else. Help! I will have to replace this glass if it takes me year. I have boxes in the garage waiting to be emptied. I need U-Haul’s help. In the past, I have used them for local service but never cross states. I am so disappointed today. I hope the customer service is not as bad as others have said.

We drove to that location and their nozzle is broken as well!!!! We left the store very upset, debating whether to go to the next U-Haul store. We started talking to another customer in the parking lot and that person told us not to go to the location because they were out of propane. Unbelievable!!!! A waste of time and gas! Be Aware - The representatives at call centers don't tell customers they have reached a call center. You'll just assume you've reached the location you called. They have no business telling customers what's available at the stores. Horrible customer service!!!!!!!

Michelle, who delivered my U-Box was quick thinking, friendly, and professional, all at once. She came right on time, but upon opening the U-Box, found out that the box had not been prepared for pick up. I had ordered furniture pads and a dolly, but neither was in the box. Michelle immediately apologized, even though she was not on the prep team, and rushed back to bring me both items as soon as possible. Unfortunately, my apartment only allows for up to two hours of freight elevator reservations, so I had to work without the dolly, and ended up cracking one of my ribs. To accommodate for my condition, I had to rent a car for the rest of the week.

The U-Box itself was made of layered plywood, and the door was visibly peeling apart from moisture, with the nails hazardously bared. The driver scheduled to pick up my box did not arrive, give me a call about cancellation, or pick up the phone. This was a problem, as I had been allowed by my apartment office to leave the box in their back alley for only that day.

The next day was a national holiday, so two days later, I got a hold of Lucy. She gruffly told me that I was on the schedule for pick up. No apologies or reasons were given for the missed pickup and order mix up two days earlier. I had a problem with the latch, and was unable to lock my U-Box, so she instructed me to leave it sitting in the alley, unlocked. Theft is a normal crime in my city. I requested later for her to notify the designated driver to contact me as soon as I was put on some kind of schedule, or at least 30 minutes before arrival, so that I could chain and lock my box until they figured something out.

Kevin, the staff that picked up my box, called as requested. I had to flag him down when I heard a noise coming from the alley to tell him about the latch situation. He did not respond to my questions, and instead continuously complained to me about the location of the box. After putting the box on level ground, the latch came on nicely. He then bounded off the forklift and stared at my pockets, while initiating a forced conversation. I'm usually not one to stiff when it comes to tipping, but he was an exception. When it was obvious that I would offer no tip, he abruptly ended his one directional banter and drove off.

I would not recommend U-Haul to anyone, and will go out of my way and even pay a little extra to avoid their services like the plague, despite the low price and seemingly flexible schedule.

We were driving out of Oregon by the California border when we felt something and then heard something. We were on a 2-lane highway with average 70mph traffic. We got on the shoulder and immediately we could smell the burn. We looked and not only had the inside tire blown, but there was no tread, smooth; the tire next to it looked the same way. How do you rent that without it being thoroughly checked? The tires were bald, not like a nail or something out of anyone's control, bald. This is completely unacceptable. We could have had a wreck, rolled or killed someone. This is not what you count on when renting from U-Haul. Do they know what is going on out in the franchises? And this franchise should not be able to put anyone else at risk.

I guess U-Haul is just like most companies out there. They worry about the money and the hell with the customers. She offered me nothing. The wiring lasted only 4 months. They wanted me to pay the full amount again. Over my dead body. I will not! I guess I got what I expected. Nothing. It's all about the money and the hell with the customer. I will never give U-Haul another dollar. I ran a business for over 25 years and I always took care of my customers. Word of mouth is the best advertisement you can get. As far as doing any more business, you can forget it.

My company paid for the move and U-Haul was the designated moving company. However, it took me 3 calls to verify my approval and they never really got back to me and I had to assertively make all 3 calls. I've repeatedly told them that I was approved and finally during the last time, I read the email that my employer had sent me for the third time that they have already contacted U-Haul. They then put me on hold for 20 minutes and finally found the email with my approval. Obviously, they did not bother looking the previous times. Also the man that spoke to me on the phone was ridiculous. He would not say a word until I go, "Hello? Hello?" I asked him if the pick-up location has 24 hour drop off... 5 minutes later... "Hello? Are you there?" Finally, he replied, "Oh yes; there is a 24 hour drop off." If I knew it was going to take him 5 whole minutes to look up this information, I would've gladly done so on my own. Seriously, all my patience is gone with this company.

I picked up the truck at 9:30 am and dropped it off at 3:30 after going 32.7 miles. After looking at my bill he printed up, I was charged $158! I called U-Haul immediately and they first said, "Oh, it looks like they charged you twice." Then they said, "Wait. No, you went 96 miles!" I explained to them that I did not go 96 miles. I hung up and called First Class Customs immediately. They said that according to their records, that's how far I went. I explained to them my exact route, and that there is no way I could go from 32.7 miles to 96 miles. They said there was nothing they could do as that's what the mileage said. After multiple phone calls, I was connected three days later to a manager. He reviewed my account and said, "Yes, you went 96 miles but I'll only charge you 49c per mile to bring your bill down to $88." Horrible, horrible service! Horrible, horrible customer service! Never again will I rent from them!

When Goff (name) proceeded to show me where they were, I was astonished, looking at the extensive damage that clearly was there when the truck was rented to me. Goff became belligerent when I questioned him about how a service road, 3 mile trip could cause so much damage to the front and back of the top of the truck. We went into the office where he indicated that I opted out of insurance and the cost of the truck damage was $186.00. I am on SS and I told him I did not have that kind of money because it was not in my budget. He then told me that I had to pay $118.00, which was not counted in my budget because I was just moving into my new apartment. The argument went back and forth for a minute, and I told him it's a scam that whoever does not take insurance gets accused and charged for damages that they did not cause.

Goff did not want to talk to me anymore and walked away, and Mike ** was left to charge my debit card. When he finished calculating, the final charge showed $186.00 on the screen, which I was not supposed to pay. He called Goff out because he "couldn't adjust the payment". Goff claimed he tried to make the adjustment but the computer wouldn't let him adjust it, either. I refused to authorize the $186.00 payment and I was not leaving without a receipt. Goff said he would give me a handwritten receipt and when the manager came on Monday, he would adjust my payment. He gave me the receipt for $118.00, although I authorized the $186.

The following week, I checked my account and the debit amount was $186.00 damages plus $47.95 truck rental. I immediately called and explained my situation to the manager who, for some reason, knew my situation and became hostile and uncooperative, trying to justify the over-payment. I called my bank to put in a dispute because I had a receipt. The customer service person said he saw a debit credit from U-Haul for $71.79. That was fine and good to bring it to the $118.00, but I feel it is an ongoing scam (I do have pictures of the so-called damage that I had acquired) and I was behind in bills because of this.

The girl working at the store (I did not get her name) told me it would affect my credit report and I would never be able to rent from U-Haul again, but that did not have to be said because I will never rent from U-Haul again by my own accord. I just want this unlawful practice going on at U-Haul put on record.

A few days later, I hooked up my trailer and checked the lights, but they were not working. I didn't want to go back to the Chicopee, MA U-Haul, so I went to the Westfield, MA office to see if they could straighten it out. While there, the installer pointed out to me that the installer in Chicopee hadn't installed a ground wire (he even admitted that it was a stupid mistake!). I also purchased the hitch ball, ball drop and pin clip assembly from Westfield. Because the Jeep isn't used on a regular basis, I was stopped by a local police officer, and he informed me that I had a taillight out. The bulb looked okay, but I replaced the bulb and fuse just in case.

Then, I noticed all kinds of strange things happening to the rear lights. For instance, if you put either directional light on, both would blink (like if the flashers were on); right rear bulbs were dimmer than the left side. I checked all the fuses, bulbs and ground wires on the taillight housings, but everything was okay. That's when I decided to go to the Jeep dealer, and have them run a diagnostic check on the car to see what the problem was. The mechanic informed me that what was causing all the strange taillight problems was the trailer hitch wiring. Some wires were not even connected, some were connected wrong, and some were corroded due to exposure to the elements under the vehicle (I live in the stormy Northeast). After the U-Haul wiring was disconnected, the lights all worked fine, so I had the mechanic remove the trailer wiring, and I am now looking to find a qualified installer to wire my hitch.

I keep going back to the initial install in Chicopee where the two idiots were arguing and realize why this kit wasn't installed properly. What would have happened if my family was involved in a rear-end collision because of the rear lights not working correctly? To sum up here, you need to examine your installer's credentials before allowing them to splice into a vehicle's lighting system because someone's life may depend on them doing a competent job!

So when I asked him how were they able to charge my credit card without my knowledge, he started using all bad language (filthy words) and also did a racial discrimination thing. I was very much hurt by his words and could not focus on my work. And mentally, it’s affecting me and keeping me from focusing on any of my work. I really want to get justice in this case and put a penalty on this person who does not know how to respect his customers. Please let me know what I should do to get justice in this situation.

I'm 73. I was very sick by this time with problems that continue to this day in late January '13. I called the cops for escort off the property and didn't get to my Prescott, AZ destination until about 3 am. When I called the local U-Haul company to say I had sent the other drivers back to CA after putting them up for the night and hadn't slept but had to then hire Labor Ready to unload and rent a car to send the two drivers back home in. There was just no end to the "benefits" of having used this company of thugs and uncaring, unsympathetic incompetents but the local dealer said they wouldn't charge me the extra mileage as a result of getting lost and driving all over Northern Arizona with the trucks trying to find my Chino Valley, AZ location near Prescott.

That dealer also said they wouldn't charge me overtime or extra days, and would pick the trucks up since I no longer drive or even have a license after recent major surgeries following a horrible car crash before the move. But it took them a while to finally pick up the trucks and promptly turn me in for collection for the extra mileage and days among other things. I'm preparing a major lawsuit against them including for their agent's threats, aggression and great distress he caused me by his incompetence, bad attitude and refusal to fix the truck after delaying me and my caravan 4 hours. Then they had the balls to have a collection company call me about their extra charges that they said they would not, of course, charge me for. Reading the complaints about U-Haul online, I can't understand why anybody would use them. They're flakes and bums and don't deserve to be in business; half of their stuff is crap.

At approximately 9:30am, I spoke with Rick who seemed to already know why I was calling. While he was professional, he seemed a bit defensive by saying, "I told you that you needed to pull the refrigerator up onto the truck and then I showed you how to strap it." My response to Rick was that I didn't recall him saying anything about pulling a refrigerator onto a truck and even if he had, I would've assumed he meant pulling it up the ramp onto the truck. Rick saw I was by myself and had no way of doing such lifting. He then replied there was nothing he could do and referred me to call 800-468-1530 which is the number for an oil company that has no relations to U-Haul. This misinformation comes from an employee who swears that he informed me about a ramp.

I called Rick back to let him know about the misinformation and he then referred me to contact 1-800-GO-UHAUL which I'd already spoken to. I then asked to speak with Cindy ** (general manager) and he advised that she would be in after 12pm and that he would have her call me. I called two other times at the store location and did not get to speak with Cindy at all that day. I needed to pick up this refrigerator ASAP and was hoping that the matter would be easily resolved. My request was simple. I would like the right truck and appliance dolly plus mileage at no charge since I'd already been billed for an incorrect order (no money exchange).

After not hearing back from anyone from at U-Haul store #885061, I called a number (800-789-3638) which was given to me by someone at 800-GO-UHAUL. Upon calling the 800 number, I pressed option #3 and requested to speak to Debra ** (traffic manager). Debra was not available but someone named Gracie, who seemed to care about my concern, assisted me. I told her the situation and she advised me to hold while she spoke to her supervisor. Upon her return, she said that she would compensate me by making a reservation for the right truck and appliance dolly plus mileage at no charge. She said that the truck wasn't available at the original U-Haul location I went to, so she made it at a nearby location under the contract# **. Gracie made this available to me the same day we spoke but it was too late for me to pick up the refrigerator from its location. She advised that she would set it up for the next day which was December 7, 2012.

I finally got a call back from Cindy ** (general manager) early in the morning on December 7, 2012. She was uncompassionate about the situation and flat out said, "I'll reimburse you for the truck rental and the appliance dolly but not the mileage." Her reason was that she had listened to a recording that stated that I was informed about the truck not having a ramp. I did not understand what she was talking about but I knew that I didn't want to speak to her anymore. I told her that I spoke with a traffic manager by the name of Gracie who already assisted me with a reservation for the right truck and appliance dolly plus mileage at no charge. She said that was not the case and that they had referred my case to her. As you can imagine, I am extremely upset at this point. I immediately called Gracie back to find that she would not be in until 1 pm central time.

However, Monica (traffic manager representative) was willing to assist me. Monica (as Gracie was) seemed like she really wanted to help but Monica was a bit frustrated. While she was trying to assist me, she found no records of my conversation with Gracie. Neither I nor she could believe it. However, after a deeper search found a reservation that Gracie made for me but again there were no notes referring to what I was talking about. She advised that she would speak with Gracie when she arrived to work. Monica called me back stating that Gracie alleged that she said nothing of the kind and she said she also spoke with Cindy who stated that I was informed that the truck had no ramp. Monica agreed that these responses seemed a little strange and advised that she would reopen my case and make proper (honest) notes.

As I told Monica, I have no faith that something will happen especially when employees are blatantly lying. This, in my eyes, should have been an easy fix saving lots of hours where employees could be assisting customers in dire need. I think the public should be aware of lack integrity and customer U-Haul employees are using to assist customers. I am shocked to learn the dishonest tactics some of their employees are exercising. I couldn't believe my ears. I’ve never been so insulted and made to look like I am not telling the truth over a few bucks. I don't know how many people have had this experience but I found it so offensive that I don't want to go into that store again and will never use U-Haul again. I hope that you will look into this matter. At this point, I want to be refunded everything including mileage for the way I’ve been treated by several of their employees. This has become a matter of principle, for sure. It is costing me more than what I am asking to be refunded but like I said this is a matter of principle and I value my principle.

Revised: Cynthia ** called me on 12/12/12 insisting that we agreed on a resolution, while I advised her on several occasions that her resolution was unacceptable. Cynthia got argumentative repeating several times (back to back), “You agreed. You agreed.” I became very upset with her unprofessionalism and told her that I was ending the call and asked her never to contact me. I called 800-789-3638 again to express my frustration and I was blind-transferred to Rick at U-Haul store #885061 who I originally made the reservations with. Rick began acknowledging who I was and expressed that he was upset with my claims. I advised Rick to stop right there as he was being untruthful. Needless to say, we argued back and forth and again I reminded him that he was being unprofessional as well and ended the call.

Being extremely upset, I called 800-789-3638 and was told by Andrea that there was no one to speak with me and tomorrow and that I should call 281-531-4022. After hanging up with Andrea, I received a call from a person named Lynn from phone number 281-531-4022. She called on a muffled line (sounded like a speakerphone) which is fine but the clarity and due to the severity, I perceived this call as unprofessional. Lynn was uncompassionate and basically just calling. I asked her if she knew my story or should I start from the top. She advised that she knew my story and that she would not be issuing any more credit. I told her that response was unacceptable and to have a good evening. Here is the short. I was given a wrong truck for rental (without a ramp). I wanted to be compensated (no money exchange) by receiving the right truck, appliance dolly and mileage at no charge the very next day. I was offered by Cynthia ** to be refunded my cost for the truck and appliance dolly.

I declined that offer because I feel that I should not be charged for the mileage due to the fact that I was given the wrong truck. At this point, I want to be refunded everything including mileage for the way I've been treated by several of your employees. This has become a matter of principle for sure. It is costing me more than I am asking to be refunded but like I said this is a matter of principle and I value my principle.

We had our 9-month-old with us and I was not happy. The worst though was the gas mileage. We spent $1200 to go 1.500 miles. One fill up on a 57-gallon tank took us 171 miles on the flats of Oklahoma. We did the same trip 6 months prior but also was driving another vehicle behind and was loaded far heavier. The gas prices were higher at that time, yet we still spent $400 less on fuel. I have a complaint in but no one calls me back. I have used UHaul for years but after this, I never will again.

This is an outrage. The van was damaged before I took it and they are looking to cover their ** for not catching on the previous rental. I will not accept responsibility on something I did not damage. Besides all that, it turned out to be a broken headlight clip under the hood. How does that cost $283? This is a scam, plain and simple.

The mountain view office said they had no other truck to give me. No one even offered to have another truck brought to me. I was told I had to drive back to San Jose to get another truck. In total despair, I started the truck and it made a frightful screeching and grinding sound. This time the U-Haul employees heard it. They rushed out to look at the truck but could not figure out what the problem was. They now knew there really was a serious problem with this truck. The U-Haul employees gave up on trying to help me and I drove the very scary and dangerous truck (in very bad traffic) back to San Jose and picked up another truck.

For my inconvenience, the manager at the U-Haul in San Jose gave me 50 extra miles; took about $50 off from my rental fee and gave me a $50 credit for my next U-Haul purchase. For the lost time and stress I was put though, I should have received more compensation. Another truck should have been brought to me. I should not have had to drive that dangerous truck back to San Jose. Some of the U-Haul people that I dealt with in the course of renting the truck were courteous and professional. Others were rude and very unprofessional. Their employment should be terminated. No one even apologized for the inconvenience I was put through.

Due to complications during the move, the truck rental had to be extended. They were more than willing to extend the contract but never once mentioned that there would be a charge for each extension! I found out when I went to pay my credit card bill by phone that U-Haul of Ocoee, Florida had charged my credit card without authorization six times! The charges, they say, were for each extension, mileage overages and fuel (approximately $640). None of these charges were authorized and they were told not to charge the card because my daughter was going to pay cash at the end.

Now, they state that the truck was never paid for and the charges are legitimate. They have also made accusations - saying that my daughter never paid them and they are unable to locate the video tape that shows her returning the truck and paying. The cash receipt was lost during the move and she is still trying to locate it. Rather than find the correct video of her, they presented one of someone else and accused her of dropping the truck off, filthy and out of fuel, with over 200 miles on it. Then they say she jumped on the back of a motorcycle and left without paying. This is a 36-year-old woman who just lost her husband to suicide! She doesn't even know anyone with a motorcycle! And the move was only two blocks away - and three trips!

Of course, I am disputing the charges through my bank. However, I find it very disheartening to find that there is not one good phone number or email address where I can directly contact their Corporate Customer Service office without being sent right back to the rude local management. I don't know who Rod Baldwin really is, but originally I was told that he is the Regional Manager of Marketing. However, the last email he sent me states he is now the President of U-Haul Orlando. If he is the president, he has acted quite unprofessionally and has done nothing but make matters unnecessarily stressful for my daughter and me. I have been down sick now for two days and had to see the doctor this morning, because he has caused me so much distress.

Needless to say, I suggest you do not rent from U-Haul in Ocoee, Florida. And if you do, check your credit card bill afterwards! I am not the only customer who has had this kind of complaint regarding this particular location. The manager at the location has also treated us very unprofessionally. If anyone knows of the direct link to U-Haul, please let me know.

I called the customer service department, and they told me that even though we made a reservation and had a confirmation number, that it was only considered a pre-reservation until the store called us back (we were not told this when we made the reservation). I was told I could pick up the same truck from another location in the twin cities, but then we would be using more mileage than we would have if we had picked it up from the store that was closest to us. Very poor customer service and communication between the stores and the reservation center is non-existent. Why make a reservation when there isn't a truck available?! I’m never using U-Haul again!

Anywhere I wanted to go, I had to drive the gas guzzling truck and drag my car. The next day, I overfilled the gas. It started out with 5/8 tank, returned with 7/8. Since gas is so expensive, I asked for a credit on my credit card (easy to figure out how many gallons that is and what the per gallon price is if you want to). The shop guy and the manager said no. I would be charged for any little problem, but they refuse to compensate me for upwards of $20 gas? From most of these people, I got the impression that they don't give a damn about their customers. So I guess it's back to Penske or do without.

The supervisor at the reservation desk was so rude. She insisted my husband said I have a passport. We finally got her supervisor to pick up the trailer and bring it over to the U.S. This ordeal began at 9:30am and was resolved at 5pm. So warning, if you live near the border, they may try to make you go over there. U-Haul is a joke. Unfortunately, there are no other companies that rent trailers for one way.

Everything was extra (I expected insurance to be) but the bill was padded with fees and taxes. Then, I had to get another truck to get the remaining belongings. The total cost (mind you, this is all within New York City) was well over $500 and my son and I did all the moving. I could have hired a moving company for only slightly more had I known what the real cost would be! They gave false advertising - rates advertised is completely misleading.

I had been in his office at 9:25 so he could not have called me at 9:30 prior to a supposed 10AM appointment. So not only is this employee incompetent, but also dishonest. I had excellent customer service from the Kansas Ave facility where I picked up the truck. Unfortunately, the customer service complaint supervisor said I was supposed to have a call back regarding this situation within 48 hours and that did not happen. When I called 4 days after the event, it took 4 phone calls to finally get through to another supervisor. I was transferred to the wrong place and hung up on twice. I was advised that I was sent an email and given a $50 credit on my credit card. No email found (and I did look in my spam). I will never use U-Haul again!

I wasted two hours back and forth with the company and its representatives with no end to the madness. I have never been treated so rude and disrespectfully. I told everyone I could think of about the experience; post the experience on Twitter and Facebook. I am more upset at the stress of not having a reserved truck and storage unit less than 24 hours before a major move and the company representatives feel nothing and act as though it’s the customers fault. Also, I have little to no appreciation for the fact that if I had not called, I would not have known until the very last minute which would have put me and my small children in a very compromising position.

It’s sad that corporate companies have no moral and ethical obligations to or for the public that is paying to use their services. Oh I forgot that the ladies told me you can take what we have or go back on the waiting list, and not, "Well mam, let’s see how we can make this experience better for you." Oh and we don’t have a supervisor; we are all supervisors and we have one another’s back. Meaning one would not release information on how to make a formal complaint about any of the others. This has made a stressful situation most unbearable. I will not ever use their services again and I’m recommending people that I know to use other moving companies.

However, once we were in Ottawa, staying in a hotel thinking our U-Box might be sitting in a warehouse somewhere, we tried calling the local U-Haul office but each person was less knowledgeable than the previous person we had spoken to. One person told me that I should fax him the customs paperwork, as on the U-Haul website, it stated I should send my customs paperwork to my local U-Haul representative. However, I was not told who my local representative was. However, this guy told me to call again once the U-Box was in their system as he could not see the box in their system yet. After speaking to several people locally, we got nowhere so we assumed we should just wait.

About two weeks after arriving in Ottawa, and having to buy a lot of things like pots, pans, paper plates, pack ‘n play bed for our baby, sheets, pillows, and warmer weather clothes, we finally received an email from a U-Haul representative back in the US who said he needed our customs paperwork in order to ship our U-Box. You can imagine how upset we were at this point. The guy said he is not one to rush customers, therefore he did not call or email before. I am guessing it was because they wanted the extra money for an extra month’s rental from us. We immediately emailed him the needed documentation as we had it ready to go, yet it took him/haul still about 1.5 weeks to finally ship our box. We kept calling them every day and got very rude treatment from all their representatives, so badly so that my wife even burst our crying on one phone call with them.

Finally, we got our box to Ottawa but even then once it was in the city and we dealt with the needed paperwork, the same day we found out it was in town, it still took them three days to bring it to our house. They had a 3rd party transportation company handling the trucking, so we now had to keep calling two companies trying to rush them as U-Haul took no ownership of the issue and the delays or the fact that we contracted U-Haul to transport our stuff. And the fact that they had another vendor handling the shipping should not mean they can pass the blame to them and have us call them. The final blow was that when we finally received our box, it was obvious that they had opened the lock with screwdrivers and probably looted our belongings. Why let us put a lock on the box when they cracked the lock open anyway and did not even try to hide it? For all this pleasure, we were charged about $2,500. I plan on writing a complaint letter to upper management of U-Haul, if they even care, once I get a chance to unload our box and figure out if we are missing anything, and calm down a bit. But I definitely do not recommend U-Haul to anyone.

He called the number on the alert and put it on speaker. A very rude woman answered the phone and told me I could not rent the truck until I paid $45.73. I protested that I always paid for my trucks on my credit card and my credit card was always charged. I added that I have never received a notice or a phone call about this and my number has not changed in 10 years. She offered no explanation and told me I had to pay the $45.73 to rent the truck. I told her the truck was in my mother's name and it was for her to move today.

I was then told because I have a balance, I need to pay that; they could not rent to any of my family members or friends either. I have never heard of such a thing. I was beyond upset. I did not have the $45.73 to spare and I was against paying for a bill from 2002 that I had no idea what the charges were for. So, I was bullied into paying the $45.73 so I could move my mother out of her apartment which had to get done that day. I have always used U-Haul but I never will do so again. I still have not received proof of what the $45.73, that U-Haul stole from me, was for.

This location is severely undermanned and we have had to wait quite a while to have our paperwork taken care of and there were still 4 people behind us waiting to rent with only 1 person behind the counter. I'm also owed $8 credit from a prior rental that was supposed to be credited on my last rental, which wasn't done. I'm not sure if these issues will ever be addressed. I sent an email to the U-Haul location addressing my concerns & got a phone call back from ** telling me that he was going to refund my money after I have already moved in and that he was kicking me out. So, instead of addressing all of the issues with the ants in the office space, monies owed to me, remotes that are not available, he decided to make me move out the day after I've moved in.

He is one of the most unprofessional individuals I have ever encountered in my life. He has done nothing but complain about one of his employees being incompetent and not being able to function efficiently at his position. His word means nothing. He has promised to resolve many of the issues I have had in the past and has not. Now this? He has just sent me an email that I move out today, without me signing off on it & without a refund yet. I still have my items at the office space & am hoping it is still there tomorrow when I agree to clear all of my items out. This location is just a mess! I would never recommend this location again.

Our customer service guy, who was assisting us, dropped so many F-bombs on me, that my wife who was sitting in our car outside heard him. Why F-bombs? Because being tired from the move, I parked the van in the parking lot and the guy had to move the van to the intake lane (where there was a van in front of the sign, and there was no one to tell me where to park). So, I was punished by this guy for parking in the wrong spot. To top everything else off, I turned everything in and he mumbled something about “you’re all set” and wasn't even going to give me my receipt, knowing that he was ripping me off. I had to ask for my receipt. I was shocked to find out that I was paying an extra $70.00 in fees and gas charges.

So, renters, for your $19.95 truck, it's going to cost you: $19.95 Rent, $39.90 Rental Charge, 66 x $0.99 = $58.41 mileage, $30 Fuel Fill-Up Service Fee, $13.50 easy fuel sale, and $7.46 tax for a grand total of $150.27. Now, if I had left without getting my close-out receipt, would I have found more charges on there? I don't know. But what I will say is that I will never, ever, ever rent from U-Haul again; and I am going to devote whatever influence I can, to get part of my ticket back. I have never been sworn at like this in my life, especially at a retail store! Bad, bad, bad!

Then about an hour and ten minutes into the 2.5f-hour trip to Eau Claire, a tire on the truck blew out. The tires on the truck were bald! I immediately called the U-Haul number, and I was told they would contact a repair shop and someone would come change the tire. It took over two hours from the time I made the initial phone call to the time the tire was changed. The temperature outside was over 90 degrees. My son and nephew were in the U-Haul with our family dog. My daughter was driving my Jeep with one of our cats, and I was driving my son's car with another cat in it. We had to continuously turn on the vehicles in order to cool down. I am quite upset by this dangerous situation the U-Haul company put us in. My son and nephew could have been killed when the tire blew out.

Sitting in the heat for two hours waiting for a repairman was dangerous for my family and my pets. This situation cost me over $100 in payment for my son and nephew for helping me move. I completed the online satisfaction survey sent to me and shared my concerns. I talked to Justin at the U-Haul site in Oshkosh and shared my complaint. He stated he would call me back by 5 pm that night. He felt I could at least be reimbursed for the $100 additional expense for the extra two hours I had to pay my son and nephew for helping. Justin never returned my phone call. I called and left him three messages over the next two weeks. He never returned my calls.

I called today, August 11, and Justin answered the phone. He stated I could send in an invoice to show the extra expense. Justin then informed me he doesn't believe the company would reimburse me anything and that they "never do." I am extremely upset over this whole situation. It has been a terrible experience!

When I called later to ascertain the total cost for the rental, I was told that the total cost was $172! This was because of the gas, insurance, tax, total miles driven (88 @ 59 centers per gallon) and a $30 gas fill up service charge. The total miles I drove was 88 and this was charged at 59 cents per mile, which I knew going in. I should note that when I called to find the total cost, the woman who I spoke with communicated that the 4-hour duration was the default, and that I should have specified that I needed the pickup longer. I was not told this as clearly when I went to pick up the pickup truck, for which I was forced to opt for a van. The whole thing was a bad experience and it just seems like a scam with too many charges and fast talking and miscommunications. I will probably write the NYS Attorney General's Office.

When we drove the vehicles across the street from the hotel, I noticed the 26-ft. truck's oil light came on. We then called U-Haul again and once again got the runaround. 2.5 hours later, a mechanic finally came out to assist us with both the 26-ft. truck and the trailer transport lights. He was able to fix both, another 2 hours. The 26-ft. truck had not been serviced by U-Haul, therefore it was almost out of oil and there was no power steering fluid. Once the mechanic added in the fluids, it worked fine, a big difference. The lights on the trailer transport were also fixed.

Fifteen hours later, we were on our way again. When it became night, I noticed the lights on the trailer transport once again were out. We tried making it as far as we could, however we had to pull over and stay overnight until morning hours once again. My husband was to start work on a particular day and was offered a sign-on bonus. Because of the equipment not working from U-Haul, we missed out on the sign on. Not only was that upsetting, we had to then deal with U-Haul Customer Service. It is the worst customer service I have ever dealt with. We spoke with several people who kept passing us back and forth and not one time in a week and a half after we turned in the trucks did anyone from U-Haul call us back.

We had to call them every single time. And every time it was the same thing, "I will have someone call you". No call! I will never use U-Haul again and I will make a point to tell everyone I know what a horrible experience it has been with them. We dealt with the equipment and we finally made it to our destination 3 days later (1.5 days longer than it should have taken). The customer service from U-Haul is unbelievable. They route you back and forth, they give you wrong #'s to call, they are rude and condescending, one guy was even caught in a few lies. It is unreal and extremely disappointing.