U-Haul International, Inc. Reviews (6748)
I went to the U-Haul at 564 Lancaster Pike, Malvern, PA on 9/28/2012 to rent a truck. I was told that the rental charge was $19.95 per day and $1.49 per mile driven plus applicable taxes.
Review: I rented a 26' truck from this location ([redacted]) only to have it break down and I was stranded until after midnight. I rented the truck at closing(7p.m.). The truck was not repairable and had to be towed. My account was charged a deposit of $105. They were unable to fulfill their end of the contract and thus must return all money I placed to secure the rental. The manager, [redacted], says he returned only $45 to my account ( I have yet to see any money returned to me in my checking account), sent me a certificate for $40 and I don't know what has happened with the difference. [redacted] has stated that they do not do refunds. I do not agree that this would be a refund as they could not fulfill their end of the contract by providing me with a working rental truck.
Review: Storage unit #** is infested with roaches & her belongings have been ruined. Manager confirmed that they did have roaches from a previous tenant/customer & they've been spraying & bombing the units. After she was told that the units had been bombed to take care of the roaches, her & her husband still saw roaches in & around the storage unit. Consumer put in an insurance claim for her belongings because they're ruined. Consumer wants to take everything out of the unit & throw it out however she was told she has to keep her belongings in the unit while the facility is being investigated for the business's insurance. Business is still charging her monthly fees/rent while her belongings have to sit there during the investigation regardless of the fact that she wants to empty the unit & throw everything out. Insurance adjuster said that the company should work with her as far as not having to pay fees while the investigation is underway.Desired Settlement: Does not feel she should have to pay rent/fees while this insurance investigation is underway & feel that the business should work with her.
Review: see Attached documentDesired Settlement: see Attached document
Review: Yesterday I purchased about 200$ worth of moving supplies online from the U-haul website. Order #[redacted]. I have been calling the local u-haul store that the website told me I could use for store pick-up, and they will not arrange for me to pick up my goods. They will hardly even speak with me. They keep telling me they will just call me back but they do not. I called the general customer service line and they said they would contact the store for me, but nothing has happened. I tried the online chat, but still nothing. I have spent over 2 hours on hold just today.Desired Settlement: I just want my moving supplies. I ordered them for store pickup specifically so I could get them before the holiday weekend. This is absurd. I just want someone to get my order together so I can drive down there and pick it up. Perhaps implementing a competent customer service system as well.
Review: I rented a U-haul on Saturday February 2nd, 2013 ath 101 63rd st location in Des Moines, Iowa. My contract ID is 94486070. When I initially went to location to pick up truck, it was very frustrating as there was no proper customer service or organization. Both registers were open, but both employees were walking in and out and not even acknowledging us stating they would be with us shortly. The bigger issues came in when I returned the truck. I was given a paper that states how many gallons I should have to put in compared to how much I have used. As I was pumping the gas, I realized that the gauge was not moving. I keep puttin gas in truck as I dont want to be charged any extra. Finally at $25.00 and almost 8 gallons, I stop pumping as I realize something is wrong with this gauge. I went a total of 46 miles, so I should've only had to put maybe 10.00 or 3 gallons of gas in. I drive back to the location, advise them of this information, bring in my receipt of how much gas I just put in and plead with them to do something for me as I just lost $15.00 because the gas gauge was not working properly. All I got was rudeness, careless, responses. Telling me that its in the contract that they cant reimburse for gas, I asked if it was in the contract if their gas gauge is broken. He just kept repeating himself that he cant reimburse me for gas. So, I just say whatever and let it go until, the employee then asks me for more money because my initial deposit only covered 40 miles, rather than the 46 I went. At this point, I am irate. With the terrible customer service inititally, to them not caring about the extra money I just paid due to a truck problem that you own, now they want more money??? I understand that they may not be able to reimburse for gas itself persay, but I feel that they could have cared a bit more, apologized for THEIR problem, and given me a discount somehow for the inconvenience and problems.Desired Settlement: Being that I having to take it this far and 3 employees refusing to help, I would like a refund. If this does not get resolved with appropriate agreement between us, I will never be a U-haul customer again.
Review: We had a reservation for a truck for 24 hours and when we picked the truck up, we were notified that we had to return the truck 5 hours earlier than agreed. These last 5 hours were critical to our plans that we had for over a month! When we talked to the location, they told us that the time frame on the truck was based availability, which contradicts what is advertised on the reservation we made. This all happened without them notifying us until the moment we picked it up. I explained my situation to the store manager who told me there was nothing he could do and the rental time frame will change based on their availability. I told him I would call corporate. I then called corporate and was told the same thing. When I complained that we were never notified, he said "You were notified...when you picked it up." I said you think this is acceptable business? He said I'm not going to discuss this with you and you can leave a review on our website.
Review: On November 24 2013, I had to make a long-distance move twice because U-Haul employees did not listen when I specifically described my moving needs and rented me a truck that was too small. I had already reserved this truck during my on-site visit to the U-Haul store. The afternoon of the move, it was 30 degrees and the packers were 2/3's done and they were leaving. Taking furniture off and putting it on the largest truck and/or having the driver stay another day was not an option. I called the corporate office and told them the dilemma. I was told that U-Haul would take care of the mistake and I was to hold on to all receipts.The next week was Thanksgiving so many holiday plans had to be changed to accommodate a second move. We drove back to Atlanta in holiday traffic and then had to secure a truck, driving 60 miles round-trip out of our way. We loaded the rest of the furniture onto the truck by ourselves. I made the decision that we were checking into a hotel and would leave in the morning. This time, there was no help and the stress of the second move was too much. When we returned to [redacted], my ex-husband had to take Monday off to unload the truck. I called U-Haul and was routed to the area manager in Louisiana. He credited half of the truck rental - $156.53. I was not pleased and I began the process with corporate U-Haul and the case was given to [redacted].I emailed expenses for auto gas $ 58.92 (11/30) $70 (11/29) truck gas $100 (11/30) Marriott Ctyd $136.85 (11/30) Truck Rental $153.01 (12/3)He has offered a settlement of $114.46 and a $30 U-haul coupon. I was told to take it or he would close the case. I have tried to contact his supervisor or other corporate officers, but he has my case blocked so that it can only be routed to himDesired Settlement: DesiredSettlementID: Refund
Review: The company proceed in selling my stored items at auction even though by law they were not allowed to do so, as I was in bankruptcy status. They were notified via the bankruptcy courts and by messages left by me. My calls have yet to be returned and now I no longer have valuable personal items as they have been sold without authorization. These items cannot be replaced.Desired Settlement: I would like a cash settlement of the cost of my personal item, all of which have/had personal and monetary value.
Review: TO start, I accidentally made 3 months worth of payments instead of the usual 1 month that was due. They were made in 2 separate charges. One charge of the correct amount and the second charge was 2 months in one payment. Originally I called and spoke to a woman who, after sometime, said the issue was resolved and I would see the 2 months of payments credited to my account within 5 business days. This did not happen and upon calling again I was told there was no record of my call or reimbursement. I was then told I must speak to a General Manager. After 5 business days of calling multiple times a day I received a response and the reimbursement was issued but the person I spoke with said they had accidentally refunded all 3 months work of payments. The problem then became instead of retracting the correct 1 month payment as discussed, the 3 reimbursements were left as such and then a 4th months worth of money was debited from my account before the 3 months worth of money was deposited into my account. You cannot debit without first giving the credits. Debits come out of bank account immediately and credits take a minimum of 3 business days to post. So at this point I had 4 other pending payments to other businesses that should have cleared but then caused 4 [redacted] fees because the 4th months worth of money was deducted before any money had been deposited back into my account.Today I have been calling for 8 business days to discuss with them reimbursing me for the [redacted] fees. Still no return call. The first 3 days I was calling the bank said the [redacted] fees could be refunded by the bank itself if UHAUL would simply cancel the pending debit before it cleared. They did not call me back so at that point the bank said they cannot refund me that it is between me and uhaul. I do not believe I should be responsible for these fees because if the refunds would have been handled correctly or at least I could have had a timely return call, this could have been avoided.Desired Settlement: A refund of all [redacted] fees that were a direct result of Uhaul's 4th debit of my account which they have been provided print outs from the bank showing it was directly that debit which caused the overdraft. These totaled $144.
Review: I reserved a truck, received a confirmation number, date and time, only to be called two days prior to the scheduled reservation date and Uhaul stated they no longer had a truck available in my area for use. This put my wife and I in a difficult situation where none of the other rental truck companies in the area had trucks available on 2 days notice. We had already spent several thousands of dollars to line up our move to make it happen on this exact date. We are now left scrambling to try and figure out what we are going to do.Desired Settlement: If a reservation is made, then the truck that is ordered needs to be available to that customer. Many people count on these trucks to make their move once a reservation is made. Uhaul's word/ reservation means nothing.
Review: Contact #'s [redacted] & [redacted]
Review: I have 2 complaints. My first complaint is I called in and reserved a cargo van from the uhaul location [redacted]. I get there and I am given a truck. I wasn't thinking anything of it b/c I figured I need a small truck and thats what they are giving me. I return the truck and put it back to half of tank which I believe it was less that that b/c it shouldn't have taken almost $30 for using the truck for 40.2 miles. I look at my bank statment today and I was charged twice, a total of $103.75. I called in b/c that is incorrect based on the small vehicle I ordered and the 40.2 miles. First I was told I ordered a 14ft truck which is inaccurate and for what I moved, everything would have been sliding which is why I initially oredered a cargo van. I also had to put my television in my car, so no way a partial room wouldn't fit in a 14ft truck. Another thing is although they charged me for a day, I had to turn the truck in almost 6 hrs early. Then I was told I was charged for over 60 miles which was also inaccurate. Based on my google maps which I used from uhaul to my apt was 10.4 miles, from my apt to the new apt 21.5 and from the new apt back to uhaul was 8.3 miles. That is no where near what I am being charged for. I was overcharged and I am very upset about this. I call into customer service and I get a rude customer service rep by the name of Helen that tells me people tell her this story all the time. It is no story it is factual and there would be no reason for me to call in about being over charged almost $40 and going through the stress of talking to customer service for an hr. I am at work and had to take a break to handle this. I am just shocked and appalled at the service I received with Uhaul.Desired Settlement: I want my money refunded for the overcharges and this facility written up. This isn't right what they are doing to people and I am sure I am not the first one. As the uhaul rep helen said "I am not the first one to call saying they overcharged me mileage". If I am not the only one then obviously this is something that is being done and Uhaul needs to own up to this. I also would like Helen in customer service written up b/c she was very unprofessional and very rude.
Review: U-Haul's reservations are guaranteed. Their website says "Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50....If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages." I made my reservation(12/5/12) & it was confirmed via phone by the U-Haul location that I used. In my reservation I requested & was guaranteed furniture pads. When I got to the location(12/6/12) they did not have the pads. I explained the $50 guarantee to the worker, he was not aware of the guarantee and so contacted the U-Haul service number & they explained to me that I would have to make a complaint to their 1-800 number. I contacted that number & was transferred several times and/or told they'd have to have someone new call me back. Sometimes I was told the person that I was asking for wasn't there even though the last person I'd spoken with told me they would be in. They kept explaining that I wasn't owed the $50 for different reasons. This went on for at least three days until finally I received an email from [redacted](12/20/12). I was told I would be called by [redacted] because I explained to them I didn't often check my email. Instead he sent me an email explaining if he didn't hear from me by 3pm that same day he would close the objection as resolved. Then after calling and speaking with someone other than [redacted] I received an email from [redacted](12/29/12) explaining he'd spoken with the location and confirmed that they did not have the pads and he would be sending me a VIP certificate for the missing pads(12/29/12). The wording on their website is pay but since this had now been 2 weeks worth of going back & forth & I knew I'd need a rental again when I moved I didn't fight it. I figured I would use the $50 certificate & then never use U-Haul again. However when I recently found my house and attempted to use the U-Haul certificate again the worker at the location was not even aware of the guarantee & didn't know what to do with the certificate code so he called the 1-800 #. I was initially told by the woman on the phone that they don't have any such code & told that the $50 guarantee is something they reimburse to you not give as a certificate. I explained that I was aware the last person didn't do what he was supposed to but that is how he gave the $50. I was treated like I was trying to steal from them in asking them to fufill their promise. I kept explaining to the woman on the phone Kathy that I received an email from them but she just kept insisting that they weren't giving me a rental for free & the most she can do is give me money off my next rental. I pulled up the email they sent me on my phone & read it to her & at that point she acknowledge that I had received the $50 certificate. However then she spoke back with the worker at the location. When he put me back on the phone, Kathy explained that I'd already rented and used the certificate. When I explained that I had not because I'd just bought a house & just cleared out my storage unit had no use for rental until than, she than asked if I'd bought patrolium. She was very sarcastic & rude. If I'd rented they'd have record of that. If I'd used the certificate than they should have record of that & be able to tell me where but they are unable. I do still have the 3 emails from [redacted].Desired Settlement: I would like U-Haul to honor their promise and reimburse my account $50.
Review: First: I rented a U-Haul Box and requested it to be delivered to my residence on May 31, 2013 at 9 AM. However, the carrier delivered the box to the Killeen Tx. warehouse instead and it took them an additional 6 hours to deliver the box to our residence which cost us valuable time and money since we had to take off work to receive and load the box with our grandmother's belongings. Second: We requested that the box be shipped to Mesa, AZ from our residence in Temple, TX, we paid for the shipping on June 4, 2013 and were told that the box would ship either that day or on June 5th and would only take 8-10 days to arrive. We proceeded with our plan to drive our grandmother out to Mesa, AZ where she was to stay in a retirement community that she had chosen, we planned to intercept the box when we arrived and unload it for her. When we arrived in Mesa, AZ and contacted the U-haul store where the box should have been shipped, we discovered that the box was still sitting unshipped in Killeen, TX. We contacted U-Haul customer service several times and logged an offical complaint (#[redacted]). We were told that the U-Haul store in Killeen, TX. was unable to locate a carrier that could ship our box to Mesa, AZ and there was nothing else they could do until they could find a carrier. The box did not actually get shipped until June 18th from Killeen and by that time we had to return to Temple, TX without receiving the box in Mesa which caused much hardship for my grandmother and loss of income since we had to stay longer than expected. I would like to request a refund of all our payments to U-Haul since we were led to believe that our belongings would be in Mesa, AZ within 10 days and it actually took 17 days as the box was just delivered in Mesa, AZ on June 22nd. U-Haul's poor service has caused my family much hardship and loss of income by not being honest about their ability to ship our belongings within the time that they promised.Desired Settlement: Refund my credit card all payments issued to U-Haul.
Review: Ive been using uhaul for several years with no problems. However this time it really went wrong. I had to tow a tractor to South Florida from Central Florida. I called uhaul and told them the model of the tractor. A bobcat tractor. I asked the representative which trailer would work for me. He reserved it with my credit card. I drove over an hour to the location to get the trailer. The person that owned the faculity told me that a bobcat probably wouldn’t fit in it but I trusted uhaul and rented it anyways. I drove one hour plus back to the tractor and after 30 minutes or more trying to get the tractor started we found out it was approx 6 inches too small to fit the tractor in. We contacted the location and told them. They told me they had another trailer that would work. So we drove 1 hour plus back to the location to get the right trailer. Upon arriving the owner of the faculity was trying to swap out the trailer but was having no luck. We waited approx 2 hours until he was able to contact uhaul. I guess it was computer glitches etc. Problems with Uhaul systems. When he was finally able to get their help team to get the trailer swapped out we finally got to take it. I drove it back over an hour to the tractor. I loaded up the tractor. The trailer had low tires in the rear and it fish tailed the entire way back to S Florida. I literally almost got killed 4 times trying to tow the trailer at under 45 mph. When finally arriving in S Florida my truck broke down. I was forced to call Uhaul. I called customer support. It took me about 10 tries to reach them. Their phone line was really buggy. It kept going to some answering machine system. The 1800 Go Uhaul number. We finally made contact with a customer service rep with option 3. She told us we needed to talk to road side assistance and document the situation with them. She promised to text me an address to drop off the trailer at. She promised to notate all the details I told her. I borrowed another truck and was able to finally find a uhaul location after driving around for at least an hour. I parked it in the lot next to the other trailers. I spent the next couple hours trying to call uhaul again. Option 3 was not working at all. I finally used option 1 and they transferred me to customer service. I told them what was going on and where I dropped off the trailer off at. They told me there were no notations on my account at all and I told them nobody ever texted me back. I called Uhaul on Monday and they told me the trailer hadn’t even been checked in yet. I want a full reversal. I called my bank and asked them to file fraud charges. This was the worst experience I have ever dealt with. Ill never use uhaul again if they don’t fix this. I’m on hold with uhaul right now to try to talk to them and figure out where to address this complaint to. Ive been on hold for over an hour listenting to their music and stupid advertisements. No Uhaul I do not want to store anything with you. I don’t want to confirm anything with you or ever use your services again. Please make this right and immediately refund me all my money or I will file a fraud complaint with my bank. I don't know if I also mentioned that I have even talked to GoUhaul tonight. More complaints logged. Tried to call them a second time to verify the address to file the complaint with. I was on hold over an hour and I finally had to take another call. My time is worth something too. What is my time worth? All this frustration and wasted hours? Give me my money back!Desired Settlement: Full refund and apology. I would like to see new policies implemented with uhaul that people won't go through this nightmare ever again. Ive never ever had a problem with uhaul before but this was totally inexcusable. I want a full refund.
Review: I rented a trailer for 24 hours, returned it after 12-13 hours (after hours as instructed by the staff at the location) and was charged for 48 hours. Customer service refuses to resolve the issue.Desired Settlement: refund the second 24 hour charge.
Review: I rented a Uhaul truck on Friday November 29th for 2 days. I called the company on Saturday November 30th stating that I have an emergency (the leasing office was closed and unable to give me the keys to the new place) and I was unable to return the truck that day however I would return the truck Monday December 2nd. On Monday December 2nd I returned the truck and the employee gave me my receipt stating I will ONLY see two charges to my card ($94 and $133) $40 per day for the truck .99 Cents per mile and $14 for the insurance. The employee stated no additional charges would be placed on my card. Today, December 5th I see an additional charge of $100.00 to my card that was not authorized. I called the company and they stated they will not refund my money and did not give me a straight answer as to what the $100.00 was for. The employee mislead me to believe no other charges would be on my card and that the $14 insurance was only a one time fee. I told them I would contact the Revdex.com and AG and they gave me attitude and did not care about my experience with their company. I am shocked at the customer service I received and would like this location to be investigated.Desired Settlement: I would like a full refund of the $100.00 unauthorized charge to my card and an investigation on their Uhaul location.
Review: I reserved a U-Haul 14' truck, appliance dolly and pack of blankets on July 22, 2014. I made the reservations at U-Haul Moving and Storage of [redacted]. I was told there I would be able to pick up the truck and equipment I reserved at around 9:00 AM on August 2, 2014. On the day of 8/2/14, I went to pick up my truck and equipment and was told I would have to pick it up in [redacted] at [redacted]. I called [redacted] while I was driving the additional 20 miles to pick up the truck and equipment and they told me the truck would not be available until 12 PM that day and that it was a 20' truck instead of the 14' I reserved. I would have to wait an additional hour to hour and a half to get the truck and equipment I reserved in [redacted]. I asked to speak with a manager and I was given the regional office. I called and spoke with them and they told me all they could do is take off the $50.00 reservation fee. I explained to them the frustration with the situation they had put me in with the delay of picking up the truck and equipment. They did not offer any apology for my troubles. I then got the phone number to the corporate call center, which I was told was the corporate office to file a complaint against the originating U-Haul store as well as the regional office. The gentleman who took down all the information was very kind and apologized for the trouble I was having. He gave me a complaint number and told me I would be contacted within 48 hours. I did all this while driving and waiting for my truck and equipment. I emphasized to everyone at U-Haul I spoke with that this delay would likely cause my delay moving out of the apartment I was leaving and would then cause additional rent payments on my part. When 12 PM came, I was told by the people at [redacted] that the truck I reserved would not be available. They were able to find a truck at a different location in [redacted] and I would have to drive there to pick it up. Mind you this is now the third location I have had to travel to pick up a truck and equipment. I left to go to the new location at [redacted] When I arrived there the truck that was available was a 26' truck not the 14' truck I originally reserved. The truck was extremely damaged on the outside. The person I dealt with there said they had actually "put the truck down" due to so much cosmetic damage. The time is now 12:30 PM and I was supposed to pick up my truck around 9 AM. The truck also only had a quarter tank of gas and I was only given a $9.00 credit for this. The whole experience was a terrible one to deal with on the day I was moving. I can promise this that I will never use U-Haul again for any service including buying packing supplies. I do not want to step foot inside a U-Haul store again.Desired Settlement: I would like a full refund to my credit cards for all expenses at the U-Haul store. The $50.00 credit is not sufficient. Additionally, I would like a full refund to my credit cards for the gas I had to put into the U-Haul since it was only at a quarter of a tank when I picked it up. The $9.00 credit is not sufficient.
We will never use U-Haul again. Living in the Twin Cities of MN, we called the U-Haul reservation line the evening of 5/8/14 to reserve a trailer for pick-up in Sioux Falls, SD. First, we were told we'd receive a call within an hour with information on location of the trailer and second, we were guaranteed that the trailer location would be within 25 miles of our desired location. Both were failures. We called last night after 2 hours, only to be told that their reservation desk was closed. As suggested, we called immediately this AM (5/9/14), only to be told that the closest trailer was 48 miles away from Sioux Falls. No one at U-Haul, including management, would stand behind their guarantee, and they were quite rude about it. We hope that everybody learns of their deceiving business tactics and terrible customer service and takes their business elsewhere.
U-Haul International, Inc. Rating
Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches
Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615
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