U-Haul Reviews

I went into the office to discuss the issue with her and advised her that I had men on standby and time was crucial for me. I also had a landlord pressuring me to remove my things so that he could prepare the place for the next tenant. I asked for a discount on the truck due to the inconvenience, and she exploded. Her comments were (in a very loud and disrespectful manner), "It is not my fault that the customer did not bring the truck back on time! Why should I give you a discount? I can't make anyone bring the trucks back! I have a concert to attend and I paid $100 for the tickets. I will make it to my concert whether or not the truck is back!"

I asked for my $100 deposit and advised that I can just take my business somewhere else as I saw that I was dealing with an uneducated and unprofessional individual. She picked up the phone and said, "Wait, let me call a couple of my other locations and see if they have anything." She got on her cell phone and made a personal call to someone while she was on hold with U-Haul on her business phone. She complained to whomever she was talking to on her cell phone about how customers blame her for things that she has no control over and then ask for a discount. She spoke as if I was not standing there.

Around 6:35, the U-Haul truck finally showed up and I went ahead & got it for the sake of time. We left with the truck at 7/8 units of gas. The truck was swept, filled back up with gas, and parked at the U-Haul location at 3:00 am the following morning. I went by to see her at 9:15 to pick up my balance from my deposit. The office was closed and she was nowhere in sight. I stopped back by around 11:30 and she was in the office with a couple of customers.

Immediately, I walked in the door, she started yelling at me stating that the truck was not cleaned, the gas was not put back in the truck, and the 9:00 customer had to take 30 minutes preparing the truck for their move. That cannot be true, because when I arrived at her office shortly after 9:00 am on Saturday, 8/1/09, no one was there! She stated that I owed U-Haul International $91.00. We argued quite loudly in front of her other customers.

She stated, "I have to finish with these people, I'll be with you in a minute." I obviously at that point did not want to deal with her. I left and contacted her boss at U-Haul corporate the following Monday, 8/3/09, and advised of the circumstances. He apologized and looked at the account history and stated that Jennifer had closed everything out so he was unable to make adjustments on the account. He showed a balance of $44.01 and we agreed that I would drop off a check at Jennifer's office in that amount, call him back and he would go in and discount the truck rental rate, remove the cleaning fees, etc.

I was going to make the payment on Friday, 8/21/09, and on Wednesday, August 19, 2009, I received a call from a Ms. ** of Focus Receivables Management Co., 866-664-2513. I advised the representative that I would have to give her a call back because I was at work. I called this collection agency the following day and was advised Ms. ** was not available. The representative tried to pull the account information and there was no information in the database. He thought that it was strange that I got a call from their office yesterday and he could not access the account information. He suggested that I wait on another call from Ms. ** and she can discuss the balance and any payment arrangements. The debt of $44.01 is less than 30 days old and the U-Haul Corporation (Jennifer) has turned it over to a collection agency?

I would like a complete investigation of the U--Haul Corporation in Marietta, GA and their mishandling of this issue as well as the manager's conduct and lack of professionalism and unethical practices being used.

I pulled a trailer anyway without working lights as I intended to bring the vehicle back to the U-Haul center when I get to TX. Upon bringing the van to another U-Haul center and explaining that the lights weren't working, they hooked a new harness on and had the same result. They told me that it was a problem with my vehicle. So, I again pulled a loaded trailer without working lights (I have a wife and 2 children that were under 4). In May 2009, I brought the van to a Kia dealership to have it looked at. They discovered that the Kia wire harness was spliced into the left rear lights causing a computer module to go out. So, I had the new computer module and a Kia harness put on for $937.21. After all of this, I filled out a complaint form on the U-Haul website and shortly after, a representative called me and said that the claim was filed with Republic Western Insurance Company (RWIC).

Several days went by and I still hadn't heard from RWIC, so I called and spoke to Kathy **. She asked me to fax all of the receipts from the work at Kia. Again, several days turned in to several weeks and after calling her again, she said that the claim was denied due to the length of time that had elapsed since the original work. I explained to her that I had only pulled a trailer twice. She said they would review it again. Finally on July 27, 2009, I spoke to Kathy's supervisor, Kelly, who said again that the claim was denied due to Kia not specifying what caused the damage. Here is exactly what Kia wrote on the invoice: Found U-Haul aftermarket hitch and wire harness damaged non-serviceable relay inside rear access module.

Now in talking with Kelly, she said I could have the dealer explain in writing that was what caused my electrical problem. I explained to her that it is clear there already as there is no comma or period after the word "damaged" in that sentence and therefore you'd have to read the sentence completely to see that it was the harness that caused the problem. No luck. She told me that U-Haul was sticking to their decision and that if I didn't agree, I could take U-Haul to small claims court.

I ran into very poor customer service. They answered my call only to quickly put it on hold. I received absolutely no greeting. That happened 4 times before someone finally answered the call only to quickly rush through an introduction to put me on hold again. It took me 6 times before I finally got through to someone who didn't appear to be rude or inexperienced with customer service. I got my rental set up and I was to pick it up in Baytown at noon on Saturday.

On Saturday, at 11:30, I showed up because I was going to wait for the 19'/16' truck that I reserved, only to have the service guy tell me that it would not be there until 4pm, four hours after I needed it. I had plans and things lined up that had to be cancelled because the U-Haul wasn't there when I expected and depended on it to be. The regional office was able to get me a bigger truck (26') and I had to drive to Pasadena to get it. I am not happy about that. I was told that this weekend was a busy month and for some reason U-Haul didn't have much available.

I drove to Pasadena and they told me that they had problems with the truck, but those problems should have been repaired. I told them that I didn't need the rental but one day, and the Baytown location was open on Sunday. They were not open on Sunday but said that they would meet us up there so we could drop the truck off and exchange vehicles. They never showed. We waited. We couldn't leave the rental because they had our vehicle locked in their gate.

In addition, 3 hours after picking up the rental, we received 2 voice mails from other U-Haul people stating that our reservation was ready and they had plenty of rentals for us to choose from. The ramp comes completely out of the truck because the stoppers were incorrectly installed and did not keep the ramp from coming off, so we had to struggle with the equipment for 3 hours to get it back in the truck. Not only did I receive poor customer service, I was forced to keep the bigger U-Haul and extra day, it malfunctioned, and I was charged $50 (for no show on the reservation) plus a $20 NSF fee.

We were never given any proof of our original truck being over weight and until this day, we still don't have proof. Also, that truck was supposed to fit a 4-bedroom house, yet we didn't even get a 3-bedroom house in it! We had to have a 12 foot trailer, 2 pickup trucks and still left a horse trailer full of plastic bins in Oklahoma! So, I still do not believe the truck was overweight.

Regardless of the weight issue, both trucks were mechanically unsound, ate gas like sumo wrestlers eat food and were so hard to handle especially when the big one died on the highway! U-Haul will not acknowledge any mechanical or safety issues with the trucks! They swear the truck is mechanically sound even though that's what they told us when we picked it up. Yet, it had crushed air intake hoses that could have caused the engine to explode.

Every day, they call wanting to give us $580; and we keep saying no way on earth is that even acceptable! We lost almost $3,000 just in food and candy product and chocolate that were in our two freezers! Today, they called and stated they will refund $580 as final payment. We said feel free, but this is in no way final. We are not signing or agreeing to anything final for $580! The fight goes on.

Feel free to print or use our story and I do not recommend anyone to use U-Haul because their equipment is not safe and their customer service reps continually lied to us.

We called the insurance company to get it taken care of only to find out that the water didn't come from their walls and came under the door; hence, they refused to cover the damage. As far as what I see, one way or the other, U-Haul should be responsible if it came under the door as it would have been due to lack of proper seals. And what was the point in paying coverage up to $5,000 if they aren't going to do anything? I need to know what my next step should be to get this resolved as soon as possible. My kids' beds are ruined along with ours and other brand new furniture, not to mention irreplaceable pictures - and we aren't rich.

Kevin told me that if it were his wife to make the reservation, he would make sure that she could handle her business. I thought that the manager, Kevin, was extremely unprofessional, not to mention him being a racist against white people! He referred to you people two times and I was the only white guy in the store and each staff member was black. I was very nervous and, long story short left fast. I promise you that I will never use U-Haul again, and I have already informed all friends and family about my experience and how disappointed I was in the service that was provided to us.

The next day, I checked my American Express account online and the $973 had been charged to my account. I called American Express that day to dispute the charge. About 2 weeks later, I received an email from American Express that the charge had been removed from my account. On Feb. 9th, I received a letter from U-Haul's collection agency demanding payment. How should I proceed?

Several weeks later I received my credit card bill and noticed that I was overcharged. I spent another couple hours on hold and being transferred until finally someone credited my card back. My second move was into an apartment. I was overcharged once again, the woman at the U-Haul center in Winchester, VA was incredibly rude, and I spent 4 hours on hold at the corporate center trying to figure out how to get credited. Also, both times, nobody called to confirm our reservation and when we asked the woman at the desk, she said with an attitude, "We always confirm" - which they obviously do not.

Then, to make my second move even worse - we called the phone number on our receipt to find out where to drop off our truck, and nobody would answer the phone. The line was busy ALL DAY Sunday AND Monday. There was no voice mail and we could not get a hold of a live person on the corporate number so we were stuck with the truck for two days. On Tuesday someone finally called us and gave us an address, and then we were charged a late fee. This was disputed and finally credited a month later.

Less than 2 weeks ago I moved into my new home from Winchester to Burke, VA. The only place near my residence was a U-Haul so I unwillingly used their service once again. We got a reservation call which was nice. The woman at the center was actually nice, and we got all the way to our destination and dropped the truck off where it was supposed to be dropped off around 12-12:30 am Sunday morning (it was due at 9:30 am). The next day, I got a text message saying that our truck was late and that we would be charged. I called the office and they said that I must have turned it in at the wrong location even though we had the address written down. I asked them to look again, and there it was - in the parking lot. They said they would take care of the late fee, and then I got my credit card bill with the late charge on it. This will be the last time I use U-Haul.

I spoke with the general manager who acknowledge that he understands we filled it up as much as we possibly could, but refused to refund the charge on the bases that the visual inspections showed it did not match from when we rented it. And then he basically accused me of not believing his associate and asking him to trust me instead. I offered to bring in my gas receipt and he told me not to and that the charge would remain. I'm not in the process of contacting higher levels within U-Haul to make myself heard, but based on everyone else's experience with this awful company I doubt I'll find sympathy anywhere. I will never be a U-Haul customer again. My account was charged an extra $40 dollars and I now have $30 left in my account until I get paid next week. I'm a struggling grad student, trying to work and go to school and this company in no way sympathizes with their customers. It's appalling.

I called the number, was told they would need a half hour to locate a mechanic to assist me. 1/2 hour later, after not hearing from them, I called them back to get an eta. at this time I was told that all the mechanics they had contacted had REFUSED to assist and I should check again in 1/2 hour. Again, I called back, was told that someone should be out within 2 hours.

At 6:45 a service truck arrived. As it turned out the gear shift had slipped and the vehicle could not be started unless in nuteral. I called the U-Haul told them the mechanic had arrived and I was told it was not safe to drive the vehicle they had given and I would like a replacement. They told me to hurry as they were closing in 15 min. I arrived at U-Haul at exactly 7pm, drove in to find a replacement vehicle ready and running.

It was late, the service represenative gave me a verbal , I have reduced your rate and you may keep this rental for an extra day for your incovience, handed me the paperwork, which I foolishly did not read, however, this entire transaction was done in the parking lot as they had already locked their facility. My initial contract had a estimated total charge of $95.50. I now have the second vehicle. I pull out of the U-Haul lot and start again.

After 5 minutes I realize the steering and sideview mirrors are in searious need of repair. As the U-Haul was now closed I drove the vehicle home, parked it overnight. A total of 5 miles. At 9:00 am. Sunday morning I drove the truck back to the lot. Their mechanic came out, said this petucilar vehicle , covered on the sides with graffiti, a passanger side mirror and door hanging on by one bolt, a steering column that was dangerously out of line should never have left their yard, but I would have to take this up with the office.

At this time I became aware that the great deal I was given the night before for my inconvience had an estimate total charge of $96.52 one dollar more than the origional contract. I asked to cancell the contract , preferring to take my business else where. I was told that they could not do that. The best they could do was to Charge me $16.85 for the 10 miles I had driven. I asked to speak with a Manager, there was none available. My choices were to except a third vehicle from them or pay the fee.

I rented the vehicle to move. I had arranged and paid for moving help. I now have to pay additional rents pro rated at my current residence, take time from work to rearrange moving. I am mostly concerned about the safety of vehicles this company is renting and the total I don't care attitude about it. Their in house mechanic was more concerned then the office personal.

#3 The Oak Harbor office is only open for 1 hour on Sundays, from 8am - 9am. This is also extremely inconvenient for me as my friend driving me to the truck pick-up location is THREE HOURS away and will have to wake up at 5AM in order to get me to Oak Harbor in time. This is ridiculous. #4 - my confirmation email says that a 17' truck is reserved for me. I wanted a 14' truck. I don't care if I am only charged for a 14' truck because I am not COMFORTABLE driving a 17' truck. I ordered 14' because that is WHAT I WANTED.

THey have made experience worse and dealing with them has added to my problems and has been a horrible decision. I am practically doing this move by myself, and was able to convince a nice friend who lives 3 hours away to drive me to the Uhaul pick-up. Now due to phone calls only 14 hours BEFORE the move, plans are being changed all around me. If there were no 14' trucks available on Aug 31 in Bellingham, WA I should have been informed.

I will make it a point to avoid Uhaul in the future and will spread the word. I feel that my WHOLE rental fee should be waived for the way I've been treated, but after reading other complaints on this board I am worried I will be over-charged.

the placed where I dropped off was very ruled not nice at all. He told us don't have place for us to leave the truck he told us to delivery at different location which on the other side of Athens, Ga is 30miles out of our way. As far as my con-cerned this is the first and last. waist of my time and lack of concern.

I made it back before they closed. Mike came outside, I asked him if he had the bag, he asked me to id it, I did, he said that if any items were missing they were not responsible and asked me if I wanted the bag. I said yes, when I checked the bag my $500. digital camera, a pocket knife and a mini stun baton were missing. All other items were there. I asked Mike what happened to the items, he said that Ralph pulled the bag from the truck and set it on the ground hoping the owner would come find it.

I asked Mike if that was standared policy, why did he not bring it inside? I was still waiting in line while he processed the truck, he knew who rented the truck, he had 2 different cell phone numbers to contact me. Mike said they were really busy thats why they just set it on the ground. He told me I could talk to the general manager on Monday.

I make contact with the general manager, told him the story, he said the bag should have been put under the counter. He said he would review the video tape and get back with me. Greg called me 2 days later and said the video had not recorded and both guys said they did not take the items.

I have made several phone calls to the regional office with my complaint. The refuse to connect me with the regional manager, said there is nothing they can do. They rufuse to tell me if they have any kind of policy or procedures for their employees. They said there is not claim form, or any way to resolve this issue. I will never use this company again or refer anyone I know to them.

I am out approximatly $700.00 worth of work equipment, which I have had to replace.

My stress is now building. I have a 3 bedroom house to load and then drive 8 to 10 hours to our final destination. The day before I am to pick the truck up, I get a call from a U-Haul representitive and I am told I will have to drive out of state to pick the truck up. I get livid on the phone complaining, and get transferred to a higher up. This woman, Cierra from South Philadelphia says she will see what she can do and will call me back.

Approximately 15 minutes I am talking to her again and she is explaining there is nothing that can be done, that I have to drive to Pa to pick up the vehicle. I specifically ask her for the address to U-Haul Corporate offices,,, and she asks me why I need it. I told her I was going to write a letter of complaint. She put me on hold for 5 minutes, came back on and started giving me the address to her offices. I stopped her and ask her if that was the address to the corporate offices and she said no. I ask her if she was telling me there were no other offices or people in charge higher than her position and she said there wasn't....

I called the location in Pa where the truck is at, not U-haul center and the owner is also very dissatified with the way things are done at U-Haul and agree's the Pa is not the home location for their corporate offices. I go online and find out the offices are actually in Phoenix Ar. I called the offices there and was told there was nothing they could do from their location that I had to call the reservation manager for my region, which is South Philadelphia, and request another truck at a closer location.

Needless to say, with only getting a 24 hour window of notification, I am not about to get put back in the system! I will never, never use U-Haul again, ever! Additional driving time and fuel used for nothing.

When we called the 800 number to discuss this outrageous arrangement, not only were we treated with utter disrespect and rudeness, we were informed that we were lucky to even get one of their trucks, since their reservation lines were incorrectly re-opened to accepting more reservations for trucks that did not exist. Many people were not going to find out they had no trucks until the very day they thought they were picking them up! When we protested this method of doing business, we were told, Hey, it's not my problem, talk to the owner of U-Haul. After spending an incredibly long amount of time looking for other trucks, the only remaining alternative was to drive to another city north of us, thus making it even farther away from our destination!

We finally decided to cancel our reservation and spent frantic hours that evening on the internet and the phone, and were lucky enough to find a truck with another company. We then spent a good deal of time 2 days later trying to find someone in the U-Haul Co. to discuss this matter with, only to be given incorect information and were then led back to the same unbelieveably incompetent and ill-mannered woman in Madison. She claimed she would have her supervisor contact us that evening; of course it still hasn't come.

YOU CAN BE REASSURED WE WILL TELL EVERYONE ABOUT THIS SITE, AND WHOM NOT TO CALL WHEN IN NEED OF A TRUCK FOR RENT.

When I returned the truck the next day I found out that the mileage has been listed on the contract as 66445 instead of 66492, so I was defrauded by 47 miles right off the bat. The gas gauge was listed at half tank instead of closer to 1/4, so I was defrauded again. I complained to the manager and asked him for his supervisor's name and number thinking I will be able to get reimbursed for the error. I was on hold for 20 minutes before someone answered and they told me that it was my fault to sign the contract without verifying it, I admitted my mistake but I demanded that they refund me for what I thought is fraud, but they were adamant about not being able to do anything for me.

I think this is a persistant problem and didn't just happened to me. I will persue this case to the highest level of their hierarchy and maybe call some investigative reporters in the state paper or a tv station. Even though the local manager tried to calm me down and charged me at a lower per mile rate, the total amount was still higher than my 33 mile trip.

The nice woman at the storage facility did try three different times to get Uhaul's service department with no luck. She told me to take the trailer, call the hotline and they would come and fix the trailer. I picked up the trailer around 4:00pm and it was not fixed until approx. 9:30pm. Needless to say I lost a day of my rental to Uhaul but I still paid full price and was never offered any compensation or even an additional day due to the lost time.

To make matters worse, I dont believe the trailer brakes worked. I have a 2005 Chevy Silerado 2500HD with only 24,000 miles which can haul a trailer more than twice the size of this trailer. Within the first few hundred miles of my trip back to chicago my brakes were warped. I just had my truck in to have an oil change and make sure it was ready for the trip so I know my brakes were fine when I left. I wish I had listened to all the horror stories about Uhaul and mad any other choice.

Not only will I never use them again, I would tell anyone to be very careful if they do use Uhaul and make sure the tow vehicle has more than enough capacity to handle the specific trailer. I am so very happy I was not using a passenger car or even an SUV for that trip, I'm sure I would have had worse problems if I did.

One more thing. They dont even have a trailer jack! Ask yourself what you would do if you needed to detach the trailer from the tow vehicle for any reason. Its so heavy when empty that you will struggle to put it on the hitch. If you have it loaded you will need something other than a car jack to get it off.

Lost time, brake repair, extreme amount of aggrivation.

I filled out a customer action form 7/14/08, which U-Haul provide[d] on their web site, with a promise to respond to the complaint within 24 hrs. This did not occur. I then called the above referenced tel # and spoke to a customer service rep about a week ago who informed me that there was no record of my computer complaint of 7/14/08 even though I have a receipt that it had been sent. She took my information and told me that someone would get back to me. No one has gotten back.

Today is 8/11/08 and I have once again attempted to address my complaint concerning this piracy. I've reached a customer service rep by the name of Issac @ 3:48 PM EST to take my information and forward my call to someone else. I've been on hold for an hour and have just heard from another service rep by the name of Farren. (I've been writing this while waiting for them) She spoke to her boss and they are going to be refunding the service fee of $30 to my credit card which is more than I anticipated. I was hoping you could share this with others particularly U-Haul banging people for gas @ $6.67 gal as of 7/04/08.

Consequences are pretty obvious no truck for a move, out of more money and time and now being charged for extra rent due to not being able to get a truclk last minute.

Frustrated I decided to cancel out and collect the $50 guarantee that Uhaul advertises for not having a truck as promised. But when I was on the phone with the regional office to do that they claimed my reservation was for a 10' truck all along! So I never got that $50. And the people at the store even had an attitude about my not wanting to take the trailer they offered as consolation. The moral of the story is always make reservations online so you have printed proof of what you're supposed to get.

The truck I did get had less than the required 1/2 tank of gas when I left the lot. I drove it 120mi, returned it the same day and was charged 179.00. Even though I put gas in when I returned it, the dealer decided it wasn't enough and put another 50 bucks in and charged me 25 bucks to do it. The gas station is in his parking lot. Tried to phone in a complaint. HA HA. Waited a full week for a phone call I was to get in 48 hrs. Got a huge run around and lots of smarmy psycho-babble. Then was offered 75 bucks in U-Haul coupons for my troubles. They lie, mis-represent themselves, and use me like a door mat and then offer me coupons? NEver again will I use this company.

Just before we got there smoke started coming from under the hood of the truck, since we were less than 1 minute away from where we needed to be we drove and parked it there. As I turned the truck off more smoke started pouring out from under the hood of the truck. We opened the hood to find a fire on the drivers side, we quickly got some water and started dowsing the fire. As we thought we were getting it all put out we learned that the fire has spread to the inside of the truck on the drivers side, we then put the fire out inside the truck also.
We then dowsed the entire engine and inside to ensure that the fire was out. Finally it was.

We then called the Roadside Assistance who said they would be by to tow the truck in less than 1 hour, after 6 hours they finally showed up and towed the truck. The next morning I went to talk to the General Manager of the Torrance Store(Carl). I wanted to ensure that my contract was closed out and that I would not be charged anything because the truck caught on fire. I was assured by him that I would not be charged for this. He also told me that there was nothing he could do for me at all at that time to close out the contract. He stated that someone would call me the following day to close the contract out and make sure I was satisfied.

Still after 14 days I have not received one single call back about this and have called and talked to many people about it that just keep running me in circles. To this day and to my knowledge my contract is still open and well what do you know I just received a charge on my credit card from U-Haul for this truck.

I am still waiting to get this solved, I would like to not be charged for this rental, get my $75 in gas money I spent and did not use and also find out why U-Haul thought it was a good thing to rent out a truck that caught on fire and risked mine and my family's lives when these trucks are supposed to go through normal maintenance.

I called U-Haul roadside assistance. They then told me there were 2 other people in front of me and that they could find a 3rd party to come and get me. U-haul then called me back saying they couldn't help me and that I needed to find my own way out. I then had to pay 180.00$ out of pocket.

As I returned the Uhaul, covered from head to toe in dirt The customer representitive who reserved the truck for me and had assured me that the truck was positractin and would be ideal for the opereation of moving the boat in sand, said to me with a smart tone, how was your day. I have tried to deal with U-haul but have only come accross rude representitves who have no intention of reinbursing me for my ordeal.

I was stuck in the desert with little water, no food and no electricity. Working as hard as I can in 95deg heat trying to get the U-haul I rented only because it was suppose to have positraction. Uhaul refused to help my situation.

I find it abhorring at the time of a move, [they] cannot recognize [their] own merchandise - and your guarantee with both plastered all over the boxes, and stores. The only mention of a receipt being needed, is on the fine print of Packing Planner Checklist. This is the most stressful time, and the fact I even had a receipt let alone three was a fluke. I find NOTHING on my receipts that says in order to get a refund I need to keep it. I find nothing on [their] boxes that says that as well.

The man at the counter would not look up our credit card receipts for me, and told me when I arrived at my new home, I could find the receipt and return the boxes. I am moving from La Quinta California to Cedar Rapids Iowa. Am I supposed to ship the boxes there to get a refund? We will never use any product from UHaul again, and believe me, I will tell everyone I know.

We drove all the way there, spent an hour trying to return their merchandise, and now we are stuck with Plenty of boxed we were encouraged to purchase, and have no use for...about $60.00 worth.

The manager said that corporate over-rulled the reservation and there was nothing he could do about it. I scrambled to find someone to pick it up at 3:00. The people who had it didn't drop it off unti 4:30.

#2: When we loaded the truck and drove it all of two miles to my new home, we realized neither the parking break or putting it in park, prevented the truck from rolling. My new house is on a slight incline. I called service, and they said they would send someone out in two hours! With a truck that could have rolled and crushed any one of my helpers, I told him that wasn't acceptable. He said there was nothing he could do about it. I said I wanted someone from U-haul to come out and get the truck, we didn't feel safe driving it. He said no, that it was my problem and that I should just drive it back to the lot, or he would still send out a technician to check it out in two hours. In the meantime, someone could have been crushed by the truck, but that didn't matter to him. I drove the truck back to the lot and told them to have it fixed before someone got killed. I will NEVER use U-haul again, nor will any of my family.

Only one incredibly stressed, dangerous day.

We took the truck to Antrim Crescent and loaded it with many of our possessions. I entered highway 401 eastbound at Kennedy Rd and found that the truck would not go faster than 35 miles per hour or about 50 kilometres per hour. I put on the hazard lights and exited at McCowan heading north and then east on Sheppard Avenue East, looking for a parking lot so that I could park and call U-Haul. At a red light I called BG (who was traveling with her father in his vehicle) to tell her that I was going to have to find a place to park because the truck was not safe on the highway. BG and her father returned to Empire Car & Truck Rentals and when she entered, Damian H. said "Now what?" She told him that I was going to be stuck because the truck would not run properly on the highway.

The truck stalled as I was approaching the intersection of Sheppard Avenue East and Markham Road, and I noticed what I thought was steam coming from the engine compartment. I called the U-Haul hotline (1-800-) and at about the time that they answered I noticed that it was smoke coming from the engine compartment, and it had started to fill the passenger compartment. I exited the vehicle and told the U-Haul representative that the truck was on fire at Sheppard Avenue East and Markham Road, and she started asking for details about the truck type and where I had rented it, so I hung up and called 911.

A police officer arrived within a minute and a fire truck arrived a few minutes later. By the time the fire crew had arrived the engine compartment and passenger compartment were engulfed in flames. The fire crew put the fire out but when they opened the cargo compartment they found that there was also some fire near the front. Two futon mattresses and a bed frame had started to ignite. They sprayed water in, which wet much of the contents (a list of which will be provided) and moved or pulled out much of the remaining furniture to ensure that the fire was out. In the process, most of the furniture was scratched, dented, cracked gouged, or wetted, and also sustained smoke damage.

After speaking with the operator for 911 I called BG and told her that the truck was on fire. BG told Damian H., who said "How could it be on fire?" BG asked that one of them drive to where I was, and Damian H. and Umair B. each suggested that the other one go. BG said that one of them was going and Damian H. drove out to the scene, while BG and her father drove there in her father's vehicle. By the time they arrived, the fire was out. Damian H. would not help to unload anything from the truck, although the fire crew did help. Damian H. said that we have to call the U-Haul hotline and then pick up another vehicle. We told him that we were too shaken up to drive and we asked that he drive another truck out to the location. He said that he could not drive another truck and that we must drive it. We called the U-Haul hotline and told them what had happened and they said we could pick up another truck at Ellesmere Road.

When we complained to Damian H. about our damaged property and the fact that he ignored our complaint about the truck being unsafe, he said "What are you worried about--you're going on a shopping spree!" We told Damian Ha. that we did not want to load items that had fire, smoke and water damage into our house, and we asked that he give us storage space. He refused to provide us with a place to store our possessions until the insurance adjustors could look at them. A police officer at the scene suggested that we unload items that we can salvage at the house, and then put a padlock on the truck before returning it to Empire Car & Truck Rentals.

After loading our items into a second truck, we unloaded the salvageable items at the house in Pickering and then put a lock on the cargo compartment. When Damian H. saw the padlock he told us that he was going to cut the lock and dispose of our possessions. We told him that he was negligent and that we would take him to court over this incident. We went into the office at Ellesmere and called the U-Haul hotline to see if we could get some fair treatment from the company. While we were on hold waiting to speak with people Damian H. called friends and laughed, saying "They say they're taking me down and I'm letting them use my phone. They don't want their stuff because they say it smells."

While at the scene and back at the office Damian H. repeatedly claimed that by driving out to the scene and telling us to drive a second truck, he had gone to a lot of trouble for us, above and beyond the call of duty, and he said "If you and rented a truck from the Warden Avenue location and this happened, they would just sit at their desks and say, It's not my problem."

The regional U-Haul office agreed to give us up to one month of storage in a locker at their Warden Avenue location and Damian H. agreed to let us keep the second truck until we could unload it there the following day. When we arrived at the Warden Avenue location, the manager was helpful. He told us to document everything and he helped us to load our damaged possessions into a storage locker. We feel that offering a storage locker does not excuse U-Haul from responsibility for the actions of Damian H. and Umair B. This incident caused a great deal of emotional stress for myself, BG and her father. We had to reload and unload items multiple times, ask for assistance from family members, and this delayed the completion of our move.

We were embarrassed at having our possessions scattered at the side of the street and we were chastised by bus drivers for blocking the passenger waiting area and told by a police officer that we needed to get our items off the sidewalk soon or we would be charged. I have spoken with the insurance company that handles the U-Haul Safe Move policy claims. We found that they do not cover replacement value but only depreciated value. Given that this was not a random incident, but one that we tried to prevent by taking the truck back and asking for another truck, it is clear that Damian H. and Umair B. were negligent by not even investigating our concerns about the truck being unsafe. They did not even come out to listen to the engine or to investigate the odour that we complained of.

In view of this negligence, we want our items replaced with new items and are considering filing formal charges for negligence and emotional stress. We feel that Damian H., Umair B., Empire Car & Truck Rentals, and U-Haul Rentals are liable for this negligence and should also be charged by the government. In addition to financial liability, we feel that U-Haul Rentals should discontinue its association with Empire Car & Truck Rentals, and with Damain H. and Umair B.. They did not even perform proper walk-around inspections when we picked up the trucks. They told us what the gas gauges read and in the case of the second truck, it had tank less than they claimed. Their walk-around consisted of pointing at the gas gauge with the truck turned off and then showing us that the cargo area was clean. This is not proper procedure.

We intend to do everything in our power to make this story known and to hopefully ensure that this sort of negligence and deplorable customer treatment does not continue. Much of our furniture was damaged by fire, water, smoke, or by the necessity of moving it quickly by the fire crew to extinguish the fire. We were emotionally distraught. Our move took longer than we had planned. I had to take a some days off work to deal with the mess, insurance and paperwork.

They offered to allow me to go out and get gas, but I refused. I will pay the extra fee.

It's in principle that I write this. Be careful on how you read the gage, as they may take advantage of this.

When my charge statement arrived I noticed a charge for $30.00. I called u-haul and they said it was for fuel. The truck, when checked in, only had 3/8 of a tank of gas. The regional manager in Milwaukee said that I should not have drop off the truck after store hours. I told them I was following u-haul's directions give to me over the phone. [the manager] said it's their word against mine and your're outta luck.

Due to my concern for trailering back an empty trailer which was tending to swerve, I located a Uhaul dealership in Florida. I knew from prior Uhaul rentals that some trailers were assigned to certain dealerships and some were not and floated among dealerships. I explained that this trailer was rented under an "in town" rental and wanted to know if this trailer was assigned to the dealership in Athens or if it was possible to return it to the dealership in Florida. He checked the computer and informed me that the trailer was assigned to the Athens dealership but that he would see if he could authorize the return to that location instead. He placed a call to a district supervisor and informed me that I was now authorized to return it to the Florida location, however, the rental type would change to a "one way" move with a higher rental rate.

I asked how much and he informed me that it would be $128.90. He noted that I had paid a $60 deposit and therefore the balance for the rental was $68.90. Even though it would cost me more than a 2 day "in town" move, I felt it would be worth the extra money to not have the liability of a swerving trailer on the trip back. He drafted a new contract as a "replacement" and I paid him cash money in full and dropped off the trailer, believing the rental to have been completed as of Saturday, March 15th. He assured me that there would be no other charges and noted that my contract reflected a zero balance.

I have since recieved notice from my bank that Uhaul has also charged $155 to the debit card on file. After speaking with many Uhaul representatives and hearing several different stories as to what the charge is and why, I am left with no choice but to file this complaint, as Uhaul has shown absolutely no inclination to remedy this issue. In their opinion, even though I was only doing what Uhaul representatives themselves authorized and instructed me to do, they believe the charges to be justified.

In addition, I have been informed that they intend to charge an additional $52.50 for a total amount of $207.50. This amount is above and beyond the total rental fee which I submitted in full with cash and have receipt for. The latest story I have been told was that each dealership can charge a one way rental fee for the same rental and contract #. I had to repeat that to make sure I was hearing the Uhaul representative correctly. She confirms that that is what has occurred in this case and they are justified in doing so. Multiple rental charges from different dealerships for the same rental borders on fraud and criminal theft by taking.

Without satisfaction from Uhaul immediately, I will dispute the charges as fraudulent and contact the State Office of the Attorney General for relief. I remain hopeful that Uhaul will take the necessary action to follow though on the commitment of their representatives and resolve this issue. I request that the charges assessed to the debit card on file are immediately refunded and no other charges will be assessed and a waiver of claim for any charges or fees arising from this matter .

The company's assistant in the Office of the President contacted me and took down my information and informed me that I would be recieving a call the next morning for the regional office to remedy this issue. Of course, that has been many days now and I am yet to hear anything from them.

Mr. Charlotte Cowser, our Traffic Manager for the U-Haul Company of Central Georgia, followed up on the information [Marc] provided. She spoke to [Marc] on or about April 8th and explained his charges to him in detail. She informed our office [Marc] understood and agreed to all the charges. He agreed he should pay the one way rate from Athens and he understood why he was charged the fees at the drop off location. Ms. Cowser explained no further action was needed after her conversation with [Marc]. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria Palmisano, Executive Assistant, U-Haul International

Do I accept the response from the business? Absoultely not. The response is nothing short of utter nonsense. I spoke to Charlotte Cowser prior to filing the complaint with the BBB and PRIOR to speaking to the corporate Office of the President. The Office of the President has simply kicked my complaint made to them back down to someone lower, who failed to handle the issue when provided the opportunity in the first place. Because Charlotte Cowser had spoken with myself prior, she appearently did not find it necessary to follow-up on this complaint issued with the Office of the President and instead chose to dismiss and ignore my issue. This is evidenced by the fact that I never recieved the follow-up phone call I was slated to recieve the next morning, as promised by the Office of the President. It was largely due to the complete and utter lunacy of Charlotte Cowser's "explanation" that I felt I needed to escalte the issue to the BBB and the Office of the President.

Upon speaking to Charlotte Cowser, I inquired as to the specific nature of the charges and informed her that I thought I had been charged for a "wrong-way drop-off" charge of the equipment but that Uhaul had changed my contract and informed me that I had approval to drop-off the equipment at the dealership without additonal charge or penalty. If this was the case, it was clearly not correct to charge me for following through on information Uhaul itself had provided me.

She emphatically informed that the charges appearing on the credit card were absolutely not a charge for a "wrong destination drop-off" of the equipment, as she said that the current charges stemmed from the dispatching dealership and that only the recieving dealership could charge a "wrong location drop-off fee". Rather, she informed me that the charges were for a "one-way" move rate.

I explained to Charlotte Cowser that I understood and approved of the change of the "local" to the "one-way" move rate, as evidenced by the fact that I was charged by, and paid for the "one-way rate" to the recieving dealership at the time of the equipment drop-off. She was able to verify this fact. Her absurd final answer was that each location, both the dispatching and recieving dealer, had charged me a "one-way" move rate. Stunned, I asked her if she was telling me that I was charged for the same trailer on the same move rental by both locations. She informed me that this was indeed the case and Uhaul was perfectly within their guidelines for doing so. Is Uhauls's corporate office aware of this?

I specifically informed her that her "explanation" amounted to outright fraud and could be potentially viewed as criminal theft by taking. I asked her to think carefully about what she was informing me and reclarified with her exactly the position she was defending. She again restated herself and stood by her "explanation". The level of incompetence appears to be so massive, at this point, I find no other alternative than to file complaints with the Attorney Generals of all States involved, including the State of Uhauls's corporate offices. I will have the credit card charges disputed immediately and have the bank initiate a fraud investigation.

As well, I will seek all other legal remedies at my disposal, including the possiblility of civil suit for the damages caused to myself directly as a resukt of their actions. I will also search out the possibility other customers have been damaged by Uhaul's fraudulent practice of being charged by multiple dealerships for the same rental, in order to determine the possibility of gaining class action staus of any potential civil litigation.

All this because Uhaul wanted to take a little extra from a repeat good customer of a dozen prior rentals, when I did nothing more than follow the very directives and information Uhaul provided me. This was a very easy customer service issue to remedy with a clear cut resolution for Uhaul to take care of their customer. For the small amount of $155 which they have attempted to take without cause, they could have wiaved the charge, admitted error, kept myself as a loyal customer and had me as a positive and vocal endorsement for Uhaul.

Instead, they have made the decision to lose my future business and ensure I will spend every day of the rest of my life ensuring that I inform as many people as possible, at every opportunity, about Uhaul's treatment of myself and their fraudulent practices, in the hopes that they do not also fall victim to Uhaul.

One additional noteworthy item that should alarm Uhaul management is that during my conversation with Charlotte Cowser, she informed me that I was "lucky" because I had actually paid much less than the current "one-way" move rate for that trailer between those destinations and informed me that the actual one-way move rate should have been $250. Interesting bit of information. So I went online and checked the one-way move rate for the trailer between those two locations. It was $83 and included 4 days rental. I called Uhaul and guess what I was quoted, the same $83 rental rate.

I called a local dealer and asked him to fax me a one-way move rental quote for that trailer between those locations. Amazingly enough, it was $83 and again, included 4 days rental. Does anyone need any additional information to come to the conclusion that this was an outright lie to the consumer of this company? Please remember, Charlotte Cowser is the reason I saw fit to escalate my complaint to the Office of The President.

Instead of handling this issue, they choose to kick it right back to the very person who caused them to recieve the complaint in the first place. The same person who told me an outright lie and tried to sell me on the idea that I was "lucky" I wonder if Uhaul still has the recording of that phone call. It sure would be interesting to hear it again. Perhaps the discovery process of civil law will tell. Uhaul, you have been caught red-handed and should be absolutely ashamed!

"Thank you for your continued concern for our customer. Ms. Virly Williams, our Executive Assistant for the U-Haul Company of Central Georgia, reviewed the information [Marc] provided. [Marc] rented a trailer on an in-town rental contract. He signed the contract agreeing to return the trailer to the same U-Haul location he rented it from in Athens, GA. Instead, the trailer was dropped off one-way in Melbourne, FL. Our U-Haul location applied the one way rate as follows: trailer-$250.00, previous deposit -$60.00, tax-$17.50 = $207.50. Our receiving location collected $54.11 at time of drop off and our Collections Department applied a debit for $155.63 to [Marc's] Visa account. According to the above charges, we over collected $2.24 for the rental and have issued a credit back to [Marc's] Visa account for this amount. Ms. Williams advised our office they incurred an additional expense to retrieve their locally owned trailer and that a refund was not warranted. Thank you, U-Haul International"

What resolution? For me, as the customer, to incur additional charges for performing the very actions which Uhaul themselves informed me I could do? Of course not. Uhaul is simply missing the most obvious part of this matter and the entire reason there is any issue at all...UHAUL THEMSELVES TOLD ME WHAT TO DO AND I SIMPLY ADHERED TO THE INFORMATION WHICH THEY PROVIDED TO ME! Yes, as I stated in my original complaint, I rented the trailer on a "local" move. On this point, we are in complete agreement and there is no dispute, so why do they keep saying it?

Perhaps because they do not want to focus on the following...Uhaul has simply not acknowledged or addressed the following point whatsoever: Uhaul agreed to change the "local" to a "one-way" move and wrote a "replacement contract" (it even is the same contact # as the original) which I am in possession of a copy. It clearly lists the charges and states them as paid in full, with a zero balance. I was assured that no other charges would be incurred. The fact is, I have a legal and binding replacement comtract with Uhaul which I have completely adherred to in full.

As a customer, I only did what Uhaul informed me I could do. If it was misinformation on the part of Uhaul, I understand but it should not be that I, as the customer, pay the price for Uhaul misinforming me as to how to handle a situation. They have as yet acknowledged this fact and seem completely unwilling to simply follow through on the very thing which they committed to.

Please listen carefully Uhaul, again I say, THE ONLY REASON THE TRAILER WAS DROPPED OFF AT A DIFFERENT LOCATION WAS SOLELY BECAUSE UHAUL INFORMED ME THAT I COULD DO THAT. VERY CLEARLY, THEY TOLD ME THAT THE ONLY CHARGE I WOULD INCUR WOULD BE THE DIFFERENCE BETWEEN THE "LOCAL" AND "ONE-WAY" MOVE RATES. THEY CHARGED ME THAT AMOUNT, AS QUOTED BY THE RECIEVING LOCATION, WHEN I DROPPED OFF THE TRAILER AND IT WAS PAID IN FULL. IS ANYONE HOME HERE OR SHOULD I STATE THE BASIC FACTS FOR YOU ONE MORE TIME? READY, LISTEN CAREFULLY, THE TRAILER WAS DROPPED OFF AT THAT LOCATION BECAUSE UHAUL TOLD ME TO DO THAT! THEY PROVIDED ME AN UPDATED RATE PRICING AND I PAID THAT AMOUNT IN FULL. I AM NOW IN POSSESSION OF A SIGNED CONTRACT THAT DEMONSTRATES A ZERO BALANCE!

Interesting again that they have stated the $250 "one-way" move rate quote in their latest response. As I pointed out in my previous information, this appears to be nothing short of an outright lie. The rate for a "one-way" move is clearly $83 to this very day, and can easily be verified on their website and as quoted by a number of local dealers. How incredibly arrogant can this company be as to lie to the Better Business Bereau? I am sincerely hoping that a representative of BBB will verify this infomation at Uhaul's own website.

Uhaul should prepare itself to state that disproveable nonsense under oath in a court of law. And another obvious question, if the "one-way" rate was $250, why did the recieving Uhaul location only charge me $54.11 after acknowledging my $60 deposit and demonstrate a zero balance on my reciept? It simply doesn't add up and Uhaul knows it. The bottom line is what Uhaul is trying to do is charge extra and penalize a customer, without warrant, for performing the actions I took, which was based on the very information Uhaul provided me.

Let me say it just one more time in hopes that it clicks for them...The bottom line is what Uhaul is trying to do is charge extra and penalize a customer, without warrant, for performing the actions I took, which was based on the very information Uhaul provided me. I am thankful that this process has committed them to putting their complete lunacy on written record. Their next response should be drafted by a member of their legal staff for civil proceedings. I request Uhaul forward this complaint with all pertinent information to their legal department so they may gain some qualified advice on the best way to handle this matter going forward. Uhaul apparently needs much better advice than they have gotten to date.

When I went in to talk about the charges they said they had nothing to do with the charges and that they put $40 in gas in it to get it back to a 1/4 tank. That $40 would have bought at max 12.5 gallons which is not enough to fill a 60 gallon tank to a quarter. With that they still could not explain why it was $134 and said that is what U-Haul charges. Given that they didn't even buy enough gas to cover their story and they can't explain why the charges are $44 over what the maximum amount that could have been charged, I see that U-Haul basically facilitates fraud by allowing dealers to buy gas at will and charge whatever they like with no checks and balances.

From other articles and complaints I see that this is not a new problem. What is worse that this is the end of a very long which started off with breaking down on the side of the interstate in Chattanooga and being stranded for 3 hours until 1am. Luckily, I could file a dispute with my bank and get the money back temporarily and hopefully this is as far as it has to go.

The damage was both physical and economic, consisting of a excess of 12 thousand dollars property value, and the loss of personal documants , photos ,and sentamental items that can't be replaced.Both physically and mentally we have been vitated !

I contact the Corporate and I was able to get in contact with the CEO, Joe Shoen, he ask me to send him the information by email which I did and he have not respond to my email or my telephone calls. This was not the first time I was charged twice, in happen also in November 2006 and I pay in full by cash and then my credit card was charged.

There is a problem with their system and they do not take responsibility for overcharging their customer. I sent the CEO a email that I was going to put in a consumer complaint after viewing Inside Edition about their trucks causing accidents, see Inside Edition, Febuary 28, 2007 on the website.

This matter is 100% the fault of uhaul and they continue fail to resolve their error. I am now under threat of a second notice by their collection agency, for erronious charges. Since I cannot resolve this matter with uhaul, would you please assist me in resolving this matter.

I was driving behind him and when the accident occured it flung the 26ft truck from the right lane into the left almost tiping over the truck and he skid to a stop over a quarter mile with the front passanger tire completely sideways. He could hardly get out of the truck he was so shaken by the ordeal.

Once the Uhaul repair man arrived, he is the person who told us that the tie rod had not broke, it had just fallen off. His conclution was that someone had not finished the work to the truck before they sent it out on this particular run. If it had not been by the grace of God and my fathers experience, he would be dead right now from the truck flipping over while traveling down the highway.

Uhaul has refunded our rental charge to this truck and is sending me $100 in VIP vouchers (which I don't want). They are considering this to be resonalbe compensation for the accident that occured even though this truck was neglectfully maintained and sent out on a 620 mile trip when it was unfit for the road.

Everything went fine with the truck except the fact that by our feet the U-Haul was about 130 degrees of scorching heat the entire way fron denver to vegas...about 400 miles out of vegas my husband is filling up with gas and notices that the cord strung along the car has worn of all the paint EVERYWHERE it had touched...being as though we were forced to use these stupid lights we were furious...we called U-Haul they said to call Republic Western and submit a claim, i emailed them photos and a scan of our receipt and they said that it is our responsibility to make sure the lights are put on correctly.

We followed all the directions and there is NO OTHER WAY to string that cord to the front without touching your car...AND the paper they give you to put under the magnet wore the paint as well...they denied our claim, now i dont know what to do but try and sue them...i am scared to go to the body shop tomorrow and see what the repair costs will be.

I cancelled the order 8/31/07 at 10:20 am and then I received another call saying that they could have a truck for me on Sunday.

Since we already had a crew standing by to help with the move I got on the phone and called Budget to see if they had a truck for 8/31 or 9/1. Geneva at 800-462-8343 gave me a reservation # of 702-407-8404 and said to pick up a truck at 3175 S. Nellis Blvd., North Las Vegas. Saturday when we arrived they informed me that they had 12 people waiting and 4 trucks. They could not give us a truck. We called Budget who sent us to their main station in Las Vegas at 4475 W. Tropicana, Las Vegas.

I tried contacting the headquarters in the States and they were even ruder and did not care one bit about the inconvenience they had caused.

I lost a significant amount of money and time but mostly was the most frustrating experiences of my life. After learning the horrible predicament UHAUL intentionally put me in, I had to scour the entire city on the last day of the month in an attempt to find anyone with a truck available - I needed to be out of my apartment that day. After hours and miles of searching I finally got a Budget truck and will obviously NEVER never use UHAUL again.

I did as they requested, and after another half hour spoke with another customer service representative who said I needed to talk to the District Manager. I was transferred, spoke with the District Manager who claimed to be terribly busy, and took my number and asked if he could call me back. Of course he never did call back. Luckily I paid for the hitch (they require pre-payment to order parts) with a credit card, so the return of my money will not be a problem. U-Haul's policy is that parts are not refundable, but in this case my credit card company will reverse the charges. My advice is if you decide to deal with this company USE A CREDIT CARD. Do not pay cash.

I don't need a larger truck, I'm not comfortable driving a larger truck, but what am I to do at the last minute? I have movers at both ends scheduled. I have everything prepared. A company should not be allowed to offer reservations if they can not follow through. And when I tried to ask this Shiela person about it, she became hostile, rude and very threatening with me on the phone. At no point did I raise my voice, verbally attack her or show any personal upset with her. I simply wanted my question answered but she refused to allow me to speak; interrupting me, putting me on hold and threatening to hang up if I didn't shut up!. When I said, calmy, that I needed to speak with someone else, she told me that she was the regional manager and that I wasn't going to get any one else. I have never been treated so horribly in my life.

Not only is it poor business to shuffle truck reservations this way, but it is poor customer service to yell and verbally abuse a customer on the phone. I consider this emotional duress and will never, ever use this company again. I certainly hope someone takes these complaints seriously because there are plenty of them.

We set off Friday morning, and had 2 other friends who took off work to help with the move. Called U-Hauls number in Minneapolis and said no truck was available but we could pick one up in Minneapolis on the way through. Fine, we thought, after we got to Minneapolis called again and this time they said too bad so sorry no truck. We said we paid in advance and had reservation number, but they literally said oh well, too bad. Talked to manager and he said nothing could be done. We asked what could be done, such as hiring moving company, etc, they replied snottily It's called, YOU HAUL, GET IT ??? WE don't move anything.

And also during same conversation the manager said if we even think of taking them to court they will just tie it up for years and they have a lot of lawyers and yes we will win but not for years. Just very snotty and condescending.

Called Ryder that friday to see if they could do something, they said they have to clean up U-Hauls messes all the time and they were not surprised at all of our problems. They could not help us though all their trucks were out at that time, but they did hook us up for another move later that month for a little bit more. You really get what you pay for, Uhaul may be cheaper AT THE TIME but unreliability and broken down trucks are not worth the savings. We will never rent Uhaul ever and will go with Ryder or Penske regardless of cost.

all 4 of us wasted gas and time and days off from work. frustration and Uhaul took sweet time of 3 months to finally refund deposit. Very sickening that a company would be that unconcerned about customer satisfaction or service, didn't really care that we had a problem.

I wasted an entire morning, driving from my home to the

I was left out in the cold and received mutliple conflicting ETA times of when to expect someone to help me. The employees at the Roadside Assistance hotline AND in the store where nothing but rude and unhelpful. They continuly stated they would call me back and never did.

The truck ended up being impounded. Today has been 2 days and they have failed to resolve the issue. THey still cannot locate where the truck was impounded at. My contract has been placed on hold, my credit card charged, and I was left out in the cold for 3 hours and had developed a major head cold as a result. I don't believe anybody should be treated in this manner by a business.

When I brought the truck to the gas station to fill up the gas, all the gas was leaking out and spilled all over the ground. It was in a very dangerous situation because gallons of gas had been spilled on the ground and it could cause explosion at any time. I immediately asked for assistance in the gas station. The gas station staff came out and checked my truck and he found that the pipe that connects to the gas tank had been cut off (most likely someone cut it off to steal the gas) and there is no way to fill in the gas. The gas station staff was so upset that I spilled gallons of gas on the ground and asked me to leave immediately.

I called U-Haul roadside assistance at 3:06pm and explained my situation. And I waited till 4:45pm before someone from U-Haul called me back. It took another hour before the mechanic and the part arrived and it took another hour to fix the truck and I had to unload my belongings in a parking lot and the weather was cold and windy. By the time the truck was fixed it was already 7:00pm. It was dark, cold, windy and I had to load my belongings all over again into the truck.

When I arrived Irvine it was already 8:30pm, which I supposed to arrive at 4:30pm and got my key to move in. The management office was closed and I had to spend a night in a hotel. I cannot believe U-Haul never checked the truck before handing into the customer and the roadside assistance phone number was ridiculous.

We broke down a total of three times in the journey. The final breakdown was at our last exit, under the overpass. The during the whole trip the inside of the truck had fumes so bad that my pregnant daughter & son-in-law had to keep the windows down. We were driving behind them and we could smell the horrid fumes coming out of the truck as well.

After we unloaded and returned the truck I called the manager and told him how dissatisfied I was. He said "that's what you get when you rent a truck. You should have hired a moving company". Isn't that a nice response from a major truck rental company?

Money taken from my bank acct. for services not rendered.

Everyone around that truck was in danger because they weren't warned the truck with a car attached was moving over and this is a moving violation. I have a neck and back injury and to be forced to sit up and try to locate the truck to signal to him that something was wrong with his truck left me in excrutiating pain as I was suppose to lie in the van .We spent the extra money for a tow dolly because I cannot drive long distances.

After processing our contract, WHICH UHAUL VERBALLY AGREED would only be the $258.40 and nothing more. we paid $158.40 on top of the $100.00 deposit that was held. I hold a contract receipt for this amount that was paid. This all occurred on 04/22/2006 at 3:15PM. On 04/26/2006, I realized that my account had been overdrawn $623.02. After further review of my account, I took notice of a withdrawal transaction on 04/24/2006 for $593.12 from the Burlington, NJ Uhaul center. I also noticed $210.00 of overdraft fees that have been posted to my account. (7 @ $30.00 each) I contacted the Burlington, NJ Uhaul center and informed them of the issue at hand.

I had to rent a second truck with over all expenses of over $1000 which they refused to resolve.

The plan was to have the truck on Saturday, load, spend the night at the apartment, get up on Sunday and drive it from Cincinnati to Canton. We were given a truck on Sunday morning, some 25 miles away from our locale. By the time we got the truck back to the apartment, it was almost noon. When I open the door to the van, there was no hand cart (for which I was charged) making us carry extra all of the items to the truck and substantially impeding our loading time.

By the time we finished - it was too late to drive back to Canton, and I spent the night in Cincinnati. However- we had to be out of the apartment by midnight (new tenants were moving in) costing me a night in a hotel. Also, I asked for a 17 foot truck and received a 24 foot one -- costing me additional fuel to get from Cincinnti to Canton for which I was given no compensation other than extra miles. It seems to me that UHaul should not take reservations if they can not accomodate its customers. If they do, they should let customers know that there is a chance a truck would not have been available so that other plans can be made. One day notice is not accomodating their customers nor allowing time to make other arrangements.

We called Crenshaw's the next morning and the owner said he had no truck for us that Uhaul had tripled booked them. There was nothing he could do. We tried contacting the regional office all day and the phone was busy. Corporate said they couldn't do anything but email the regional office where they would have someone call us within 30 min. (we are still waiting for this phone call). Saturday was a huge mess for we had counted on Uhaul for having a truck for us. We had already hired help and had to be out of our house that weekend. We ended up calling around for hours till we found a truck that was 3X as expensive. Since Saturday June 25th, I have made several calls to the regional office as well as corporate and we have not been able to talk to anyone who can actually help us. We continue to get promises of returned phone calls, but as of today, nobody has returned our calls.

I told them they were not being responsive but all they did was cut me off and connect me with the Richmond office phone number. At that point they were not answering the phone and it rang and rang. Well they never called friday. We went through the same runaround on Saturday between the customer service peopel and the Richmond offic and never got anything from UHAUL. They promised to call me with status Saturday but never called. All I kept hearing was but sir what do you want me to do if we do not have a truck for you. When I asked what compensation they would give me for my expensesand inconvience they told me they would not charge me the concellation fee if I didn't take the truck when it became available. The bottomline they violated their confirmation agreement and acted like there was no agreement or that they had no obligation to assist me with this problem.