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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: U-haul gave us the wrong address to pick our vehicle, so we had to travel a longer distance, racking up more mileage charges, the people there were rude, slow and would not allow us to inspect our vehicle to make sure we had everything we ordered. When we arrived at our destination to begin moving, we did not have the product a dolley we had ordered and paid for it. We called them back and they asked if we would like to come and pick it up, we said no, we are not coming all that way back for another doley and to take it off our bill. They said they would take it off the bill right away. I tried contacting them to settle the bill, and I have not been able to reach them. I have not been able to leave a message. They are charging us for missing fees for the dolley, fees for missing gas which we filled it at 7/8 of a tank as the contract required us to return the truck with. They said the truck was filled at 3/4's a tank. They are charging us for gas fees and missing equipment we have never received. In total they are charging us 343 dollars. There was a deposit of 85.00 So they are charging us a additional 257.89.

Product_Or_Service: U-Haul Rental 10' Foot Truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund, and the bill anulled. This is an example of fraudulent practices and they need to better business with their customers. We were told by one of their contractors that they over book people and just slide people over to different towns no matter the distance and say it's local.

Business

Response:

August 19, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of CT, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] recently and addressed his concerns. She explained she spoke to our GM of our U-Haul Center involved. Our GM had left a message for Mr. [redacted] but did not receive a reply. Ms. Beedle relayed that she advised Mr. [redacted] he signed the contract for the equipment leaving the lot but we have no record of it being received when he night dropped the truck back on our U-Haul Center lot. Our GM double checked inventory for the hand dolly with no positive results. Ms. Beedle issued a refund for the fuel fees in the interest of customer good faith, however, the mileage and missing equipment fees will remain. The refund for $55.50 was issued back to Mr. [redacted]'s Master Card account and should post on his next credit card statement.

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,

Executive Assistant

U-Haul International

Review: I recently moved from [redacted] to [redacted] and used UHaul to transport my possessions. I chose to rent two uboxes. I decided I would also rent a truck in [redacted] and load my uboxes at uhaul for free. In [redacted], I decided to have uHaul deliver the boxes to my apartment, which is an additional "delivery charge." Overall, the services I paid for from uhaul were:

-2 uboxes

-1 17' truck

-Delivery/pickup to home in [redacted]

-Through their site, I paid for 3rd party moving help in both [redacted] and [redacted] When I went to load my boxes in [redacted], only one box was out there, even though I clearly requested to both have them out there on my move date. I called the front desk and they said they made a mistake but would have it out in 30 minutes. I reminded them that I paid for professional help and asked if they would be paying for that 1/2 hour of moving help. The box was out there in less than 10 minutes.

I continued to talk to different representatives of uhaul between my moving date and delivery date, trying to secure a specific time for delivery. The reason for this was because I needed to schedule what time my moving help should show up at my apartment. Finally, I got a call and was told that I would prefer an early delivery and that it should be available by 11:00 pm on my delivery date. I let my moving help know that the boxes would be available at 11:00 and they should plan to get there at 12:00 to be safe. The day of my delivery, I received a call from the actual delivery driver at 9:10 that morning stating she would be at my apartment at 11:00. I called my moving help and let them know to plan the same schedule but informing them that I was just told it would be there at 11:00. I did not hear from uHaul until 11:45 when the driver called me to tell me that she was running late but should be there by 1:30. My moving help was already en route and scheduled to start at 12:00. They stood around waiting for over 2 hours. Finally, around 1:45 the uhaul driver showed up with the boxes. It took her another 15 minutes to get them by my apartment, and then when we went to unload my stuff, they still had uhaul's bolt holding the door closed. The driver claimed that they usually take those off at the warehouse and didn't have the tools to take off the bolt. We had to go through 3 different toolboxes before finally getting a wrench to take the bolt off the boxes. It was 2:30 and my moving help was only scheduled until 3.

I sent uhaul two emails through their "email uhaul" application on their website, both requesting the same outcome (matching the desired outcome below), and did not hear anything from uhaul. I have decided to escalate my request through the Revdex.comDesired Settlement: I requested refunds on the following services:

Delivery service - full refund ($360) - The service was uncoordinated and was not very transparent. It felt like the left hand didn't know what the right hand was doing (i.e. the box being shipped to a location that doesn't deliver boxes). They didn't have the proper tools. They called stating the boxes would be there in 1:40, but they were 3 hours late. The delivery driver was unprofessional. I could've rented a uhaul truck, paid my movers to load the truck and unload the truck, and done that faster and cheaper than delivery. This was a terrible overall service.

Rental Cost of box - differential refund ($30) - I was charged $209.90 for the two ubox rentals. Right on the side of my box it stated "rent me for $89.95." I was charged $15/box more than this.

Moving help - partial refund ($160) - I paid for three hours of moving help through their site ($240.95). Because of their poor delivery, two hours of this service was completely wasted.

Total refund - $550

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].

[redacted], our Field Manager for our [redacted], followed up on the information [redacted] provided. She informed our office a refund for the delivery charge in the amount of $360 was issued back to [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I would also like to note that I received a survey regarding U-Box today. This survey makes me believe that UHaul is truly trying to improve the operations of the U-Box program. I hope this is the case.Sincerely,

Review: U hall is not telling the truth.they have my credit card on file and over charged me, then took the truck and my things. I do not owe them any money. they never tried to contact me, only after I left three messages asking them to tell me what they did with my belongings .I attempted to contact them three times before they responded to me. After several days past they They left a message telling me that they had my things and I needed to come and get them I explained that I did not have a truck to pick my things this why I rented the U hall in the first place . They never offed me the option of renting it for one more day to unload my things. U-hall just told me to come and unload it right away our they would unload it into a a U hall storage. The storage was very far from my home witch made it even more difficult. They over charged me and lied to me. I kept in good contact with U hall I called U hall to let them know that I was late bringing the truck because I lost the keys. They gave me no assistance and told me it was my problem. I had to find a lock smith who could come out and make a key on my own which took time. I had to pay 600 dollars Just to have a key made. U hall could have assisted me with it . At that time U hall said they would renew my contract and allow me to bring the truck back on Tuesday. U hall lied to me and came and took the truck and charged me for the day they took it not allowing me to unload it. U hall damaged some of my things and several items are missing .Desired Settlement: I want compensation for my time, damaged and missing property. Also I want Help moving my thing s to my home.

Business

Response:

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] recent information to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted] recent objection. She relayed they gave Ms. [redacted] plenty of time to unload her belongings from the U-Haul truck until it became necessary for U-Haul to remove her belongings and free our truck. Ms. [redacted] also mentioned Ms. [redacted] had the entire ignition replaced in the U-Haul truck instead of just having a new key made, which is why she had the $600 expense. Please be advised that our decision in the matter remains the same.Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented two Uboxes. I was originally told by employees at the [redacted] Uhaul location in [redacted], ** that I could pull them behind the rented moving van to get them out of state which is why I chose to pay more and store them in a Ubox rather than getting traditional storage. Upon finding this was untrue, I decided to get a larger truck and just unpack them as I would have had to do with traditional storage. However, in July, it was discovered that one of my Uboxes had been shipped somewhere in June, no one noticed it was missing until I called about it and no one knew where it had been shipped. After a few weeks, I realized it had probably been shipped to a friend who had moved to Montana and had received the incorrect Ubox. At this point, if they had shipped it back to Iowa then, I could have unloaded the box and been fine. I have now lived in Illinois for a month I still do not have my possessions back and the Ubox is still in Montana with no time frame as to when I will receive it and I'm still getting charged for storage. Additionally I was told by an employee that at this point most of the managers including the vice president, could care less if I receive my possessions back. On thewebsite, it says that Ubox pods provide flexible delivery options to accommodate all needs as well as the ability to pack and unpack at your own pace and the flexibility to store depending on needs. I have found this to be completely untrue and consider the actions of Uhaul as a breach of contract.Desired Settlement: I want the Ubox with my possessions shipped to me, at my home, not a close location, free of charge and in a timely matter. I want to be refunded for the costs of the Ubox storage while it was lost and not accessible by me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].

[redacted], our GM of our U-Haul of [redacted] located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he left a message requesting a callback to find out when she would like her U-Box delivered and what location. He hopes to hear from her soon.

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,

Executive Assistant

DO NOT USE THIS COMPANY!!! I had a reservation for weeks! I'm closing on my house, I HAVE to be out and they could not get me the truck as promised or any other size truck for that matter within 400 miles of me. Due to the short notice, I can't get one from any other company either. The inconvenience of this has put a tremendous burden on our family and now we have no where to turn. Do not risk being put in the situation I've been put in. Go with someone else!

Review: I moved on June and had ordered a storage unit from U HaulWhen I arrived there with a 26' packed moving van and a pick up truck with a large two piece wall unit in it, I discovered that my reserved storage unit was arbitrarily given away without any courtesy call to me or without any regard to the distress that this would cause meThere was a confirmation number in the U Haul computer system, yet unbeknown to me my unit was given awayI quickly asked to speak to the general manager and he was called on the phoneHe offered me three smaller units to place all my goods in at no chargeThe movers quickly informed me that my belongings would not fit in those unitsI had some very large pieces of furniture, along with fragile items, which could not be configured to fit into the smaller unitsHowever, in urgent need for storage for at least my belongings in the pitruck, which included a large, angled wall unit, with a few other boxes, I took Mr[redacted]'s offer for one of the unitsI asked if there were any other units that could accommodate my furniture and was told that there were none -- they were all fullThe two remaining units offered by Mr[redacted] would have never accommodated my household goodsMy professional movers confirmed this to me over and over againThe U Haul employee who had initially called Mr[redacted] to tell him there was a huge truck of good, now stood silently behind the desk with another employeeTo add to the chaos and my mistreatment by U Haul, this process of attempting to figure out what to do for storage took close to an hourI was then informed that there wouldn't be time to empty the truck even if they could, because the bay doors would be closed at 6:pmOnce, again, I was totally shocked as I was previously told that as long as I got down there before 6:30, we would have access through the bay doors
Due to the aforementioned sequence of events, I was forced to leave my household goods on the truck over night and was charged $for thatThe next day, I was compelled to find storage elsewhere, not with U Haul, and had to pay the movers to empty their truck -- another $I have now been charged an additional $1,for my move due to U Haul's blatant mistakesPlease note that I obviously did not anticipate theses costs and they are far outside of my moving budgetOver the past few weeks I have tried to resolve this situation with U HaulBy resolution, I mean full reimbursement of my additional moving costs of $1,650, due to U Haul's mistakesI have received nothing but insufficient rhetoric, illogical conversations and very poor customer support
On June 5, upon placing the call to U Haul on [redacted], I was referred to the general manager, and he said he would see what he could doAt least he said he would try! After speaking to him again, with his apologies and realization that he could not help me, he passed me on to the president of U Haul Market Services, Cheryl [redacted]I was told that Ms[redacted] was not available and was passed to her Executive AssistantAfter a few conversations, she realized that she could not help me and said that I should speak to Ms[redacted], do I didThroughout my conversation with Ms[redacted], I found her to be unprofessional, condescending, and quick to inappropriately place blame on othersI was amazed at the total disregard for customer satisfaction
This whole event was a nightmare and my treatment by Ms[redacted] was appallingShe said she 'felt sorry' for me because I took information from the 'wrong people' and the movers took advantage of meReally? She repeatedly told me that the square footage of the three tiny units offered to me by U Haul was adequate and it would have accommodated my thingsReally? We weren't just piling boxes, we were storing large dressers, couches, a piano, tables, a breakfront, chairs, etcThese things could not be piled on top of each otherSome items would have been too long to even fit into the smaller unitsSquare footage means nothing if you cannot configure furniture to go into a area without damaging it
The care of these items obviously means something to me and the care and quality of storage should mean something to U HaulBut I have learned during this process, that the quality of storage and customer satisfaction is a very low priority on U Haul's listMs[redacted] assured me that I was not the only person to whom this happenedI was actually surprised that she admitted this to meThis idea, however, was confirmed to me over and over as I discussed this situation with others in the Stamford communityIt amazes me that with such a reputation for poor customer service that U Haul is still in businessAnd during our conversation, Ms[redacted] kept talking above me, not allowing me to speakThis is no way to treat a customerAnd she ended the conversation by sarcastically thanking me for my 'candor.'
I, in good faith, trusted U Haul to reserve a room for me and it did not happenIt's plain and simpleI expect full restitution from U HaulMs[redacted] has decided to reimburse me $-- and 'stands by her decision' to do soThis is unacceptable to meI have also sent a letter to the Chariman and Chief Executive Officer of U Haul International, Mr[redacted], expressing my dissatisfaction for this kind of disregard for people and poor customer service.Desired Settlement: $1,for the cost of the my goods being held over night on the truck ($250) and the cost of hiring the movers for a second day of work ($1400)
Business
Response:
July 10,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms[redacted]
Ms[redacted]n, our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms[redacted] providedShe informed our office when Ms[redacted] arrived at our U-Haul location she was told that the room she requested was unavailable but we would provide her with three rooms at no charge for the first month to accommodate her needsMs[redacted]’s movers advised her that they work with an alternate storage company and suggested she use their services insteadMs[redacted] relayed that Ms[redacted] would have been given additional rooms had they been needed to complete her moveOur GM of our U-Haul Center would have also given 24-hour access with the rooms to help Ms[redacted] furtherMs[redacted] spoke to Ms[redacted] a few times and offered her apology but was unable to reach an amicable resolutionOur President for the Lower Hudson Valley area, Ms[redacted], also contacted Ms[redacted] and confirmed that Ms[redacted] was advised by her movers not to use U-Haul storageMs[redacted] offered her apology and relayed that Ms[redacted] was given other options to obtain the same square footage of the one room we did not have availableWe did honor the Reservation Guarantee and issued her $50, which she should receive within the next business daysMs[redacted] mentioned that Ms[redacted] did rent one room from U-Haul and we applied the one month free promotion to her storage account
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
Hi Alexandra,

Review: Multiple attempts to reach via [redacted] and [redacted] via telephone and email have gone unanswered. Overcharged and cannot arrange delivery

I have left voice mails for [redacted] on 3 occasions with no return calls. I have sent emails to [redacted] and [redacted] with no reply. Today left messages (twice) with customer service to have one of these individuals contact me. I have left a voice mail for [redacted] on his cellphone, obtained from local store to return my call.

I was overcharged by $149.00 on August 4 with no explanation, and no refund.

I want these people to call me and explain:

Why I was overcharged; when my money will be refunded; when I can arrange for delivery of my household goods.

This is completely unacceptable.

[redacted]Desired Settlement: $149.00 for second delivery charge.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our GM of our U-Haul Moving and Storage of Downtown, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged twice in error for the delivery fee but has since been refunded.

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,

Executive Assistant

U-Haul International

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our GM of our U-Haul Moving and Storage of Downtown, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged twice in error for the delivery fee but has since been refunded.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I confirm receipt of refund due today. Thank you for your assistance with this matter.

Regards,

Review: I submitted a reservation through uhauls reservation system no less than 7 times. Each time 7am was confirmed over the phone and in writing via email. I then received assurances and the time was accurate only to receive a subsequent email stating the vehicle was not available at that timeDesired Settlement: Full refund desired

Business

Response:

February 25, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted]’s rental has not yet taken place. According to the scheduling, Mr. [redacted] stated it appears the reservation is schedule for 7:00 am pick up on the last day of the month. Our U-Haul location has set aside one-way equipment to honor his requested 7:00 am pick up time.

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,

Executive Assistant

U-Haul International

Review: I Reserved a Truck with U-haul to be picked up at their Location on North [redacted] in [redacted] - on Saturday 07/13/2013.

The price of the Truck was set at $29.95/day + $0.89/mile

The Truck was to be dropped off at the same location on Sunday 07/14

Without notice - the pickup location was moved to [redacted] - adding significant additional time - and mileage to the move. I complained - and asked that the truck either be arranged to be picked up in [redacted] - or that the mileage be covered by U-Haul for the Transit from [redacted] and Back. The company refused both - stating they were corporate and could not do anything.

At the last minute in one quick action they increased the price of my rental by 2-3X.

I want an apology and some attempt to remedy.

As it stands I am filing a complaint with the state's attorney general AND the city of [redacted] consumer protection bureau. I am also trying to source a truck elsewhere - even if at greater cost.

This is a HORRIBLE BusinessDesired Settlement: Make good on your promise to deliver the desired truck at the desired location

Business

Response:

July 18, 2013

Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant for our [redacted] Regional Office sent an e-mail to Mr. [redacted] today apologizing for his recent experience with our company. Ms. [redacted] also processed the $50 reservation guarantee to Mr. [redacted]'s [redacted] Card. The credit should appear on Mr. [redacted]'s next credit card statement.

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,

Executive Assistant

U-Haul International

Review: We reserved a U-Box for August 5th, 2013 and received a confirmation email about it (#[redacted]). We called the [redacted] office 3 days prior to the scheduled delivery and they confirmed the reservation. We were told on August 5th by the [redacted], ** office that they did not have a reservation for us and could not deliver a U-Box until August 8th, 2013. All other U-Haul agencies that we spoke to that day told us that they did see our reservation and did not know why the [redacted] office was not delivering the U-Box (we later learned from another office in the area that the [redacted] delivery person was on vacation and this is why they did not honor our reservation). We filed a complaint with the corporate office, reference number 454062, and received no response. We are requesting compensation for the money we spent to get another U-Box on the day of our original reservation ($100 for having to rent a pick-up truck, drive the U-Box to our apartment from the [redacted] office, & return it to the [redacted] office) as well as the money lost from having to take an additional day off from work ($300) because our contract was breached.Desired Settlement: We request that U-Haul respond to the complaint we filed, and refund the amount of money we spent on acquiring another U-Box ($100) as well as the inconvenience of having to take an additional day off from work ($300) because our contract was breached.

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. [redacted] our Executive Assistant for our East Bay regional office, followed up on the information Dr. [redacted]provided. She informed our office she left a message for Dr. [redacted]offering her apology for the inconvenience he experienced and explained a refund for $400 had been approved to be issued to his[redacted]. address in [redacted]. He should receive the refund check within the next 10 business days.

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,

Executive Assistant

U-Haul International

On March 2 I reserved a outside storage unit and moving truck for March 16. When I arrived on March 16 there were 2 agents at the desk, one being the guy that made the reservation for me. The guy would not look at me and the gird acted like she didn't want to be bothered. I told them that I had a reservation for a storage unit and truck. The spoke up without looking at me that the unit had been rented and that there was inside storage available which we told him the week before we did not want. I told them I was not interested. At that point they tried to rent me a truck. I told them I didn't need the truck as I don't have a storage room to move stuff into. My partner who witnessed all this, called the area manager when we got home and made a complaint. She said they are suppose to call and let you know when they rent a unit out like that, which they did not. Obvious a reservation means nothing to them. Very unprofessional. My partner lost a day of work over this. Needless to say, we will not use Uhaul again

Review: I rented a truck through the U-HAUL website. I did that about 2 weeks ago. (Ordered a 24ft truck). I received a phone call the night before I my reservation at 8:20 PM ,which my reservation was at 8:30 am. They called me to tell me "they are working my reservation". WHAT?! How are you working on my reservation that was already set. AND be telling me 12 hours before I am set to pick up. I cant even get another truck at a different dealer as its too late to get a truck for tomorrow morning!!! What am I to do?? I'm supposed to cancel my movers and just not worry about loosing another day at work. I tried to call customer care a few times and the first time they couldnt help me which wasnt ok. So I called back, they then got me to the guy who originally called to let me know the news. He mentioned I'll just have to wait. When I told him I need a solution he said I have to wait. Why am I paying a price because you cant run your business the right way? Because you messed up my reservation I'm the one suffering and its just no big deal right??!!!Desired Settlement: I want to have my truck tomorrow and for free!!! And since that doesnt sound like that will happen I will want a a truck by sunday! and I want it free as well. Insane to think how I was treated and how you messed up so I'm to just deal with it. Not happy at all.

Business

Response:

September 11, 2012

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He mentioned that the reservation for Mr. [redacted] was for September 1st. He also explained, according to the notes that are documented in his reservation, he was offered a truck at an alternate pick up location and advised it could not be delivered to him when requested. Mr. [redacted] stressed this was the only truck we had available at that time. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location. Having to offer other options can be due to a number of reasons and include customers not returning equipment on time or the appropriate location, as well as equipment malfunction.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9198587, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

we were offered to pick up in another location over an hiur from our house we were offered to keep waiting too nothing was ever done I called numerous managers and even higher up in corporate and never heard a word back. they also waited until a few houslrs before I was supposed to pick up to tell me they dont have my truck I hired movers and now no truck and then when offered to go over n hour away to pick up a trucj thay was smaller it was already afternoon this is not acceptable at all

Regards,

Business

Response:

November 27, 2012

Review: I had a trailer hitch with wiring installed on my 2007 Nissan Frontier pickup by U-Haul at [redacted]. This is not the location from the initial Revdex.com screen but you did not list this location but this is the location where the install was done. On 12/20/13 I had to take the truck in to the garage because I was stopped by a trooper that said I no lights. After spending $257.00 to have the wiring diagnosed I was told by [redacted]'s automotive that the wiring on the trailer hitch was done with very cheap with "scotch locks" He said they should not have used those and also they pulled the wire as tight as a piano string and this caused a very quick failure. I contacted [redacted] 6 times and tried to get them to resolve this. I sent them the auto repair bill clearly showing the trailer hitch wiring as the issue. I only asked them to reimburse me for the actual amount of repairs. She responded once wanting me to fax her the auto repair bill and I did immediately. I have never heard back.Desired Settlement: Reimburse me $257.00 that I have out of pocket for the repairs due to poorly installed trailer hitch.

Business

Response:

January 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She corresponded with Mr. [redacted] by email. The following email was sent today:

Mr. [redacted], Thank you for the information. We have researched your claim and determined that the installation could of been faulty causing your issues. Our apologies for the inconvenience and for the time it has taken you to get this resolved. I have issued a refund check to the address you provided and you should receive that in 7-10 business days. We appreciate your business and hope to be of service to you in the future. Thank you, [redacted]

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I rented a truck from U-Haul and I received a call from [redacted] at U-Haul informing me that the original pickup location did not have a truck for me and I would have to pick up a different size truck then the one I had originally ordered. [redacted] told me that I would receive a $50 credit. I said that would be ok and went to pick up the truck. When I arrived at the second U-Haul location, there was no $50 credit on the account. The clerk [redacted] told me that I needed to speak with [redacted] (Traffic Control Manager). He also informed me that I would be getting a $50 credit on my Credit Card. When there was no credit on my credit card I called the corporate office at ###-###-#### and spoke with a lady named [redacted] extension [redacted] and she assured me that she was processing the $50 credit and it should appear on my credit card in a few days. STILL NO CREDIT. I called U-Haul corporate office and spoke with [redacted] and he informed me that the credit was denied. I was told by 3 U-Haul employees that I would receive a $50 credit and now they do not want to give me this credit.Desired Settlement: At this point I should be refunded for my entire rental in the amount of $119.93. This was bait and switch and there are too many truck rental companies to use than to deal with people that lie to their customers.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $50 was issued back to Mr. [redacted]’s [redacted] account on June 6th. The refund should post on his next credit card statement.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,[redacted]Executive AssistantU-Haul International

Review: The estimated charges were off by $79.08 for a trailer rental.

When checking out a pick-up truck and motorcycle trailer, we were given an estimate of the total charges in the amount of $456.10. when we returned the truck (on time and no extra mileage charges), the cost had gone up an additonal $79.08. This was a total surprise to us and they have not given a logical, rational or fair reason for the descrepancy. I called the main U-Haul phone line to complain & was told the manager, [redacted], would call me back within 3 business days. It has been much longer than that now with no word from the store manager.Desired Settlement: My wife and I want the $79.08 returned to her credit card.

Business

Response:

January 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our Fresno regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $79.08 back to their credit card, which should post on their next credit card statement.

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,

Executive Assistant

U-Haul International

Consumer

Response:

Hello,

In your most recent e-mail to me, you said to notify you in writing if U-Haul contacted me directly which they did yesterday and said they would refund the money my wife & I were asking for. Thank you for your help, I'm glad we can turn to you for help!

This last weekend I rented a 10' truck from Uhaul to move some furniture into storage. The truck was advertised for $19.95 per day. This is a total scam. The truck actually cost me $161.02 after all of the other charges were included for mileage and something they call safe move ($28.00)plus taxes. Businesses should not be allowed to publish such erroneous pricing. It is false advertising. I will never rent from Uhaul again.

Review: I was billed for services that I am not responsible to pay. I had sent 2 letters to them stating that they were not to bill me or use my credit card. I also called them and talked to the manager directly. The posting dates were 12/15 2013 for $446.40 and 1/31/14 for 193.20.Desired Settlement: DesiredSettlementID: Refund

credit memo needs to be issued for the billing.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding [redacted] concerns to our office.

[redacted], our Field Manager for our Southern Washington regional office, followed up on the information [redacted] provided. She advised our office that on the morning of January 31, 2014 she received a call from [redacted] stating his credit card was being used on a storage account and requested a refund. [redacted] relayed that his name was not on the contract and she could not provide him with any information on the account. She requested the person on the storage account, [redacted], call her. [redacted] stated he would not do this, he would take other measures and disconnected the call.

[redacted] added that currently [redacted] is delinquent on her storage account and has a balance of $599.60 owed. The credit card on file is being declined and an auction notification letter was sent. An auction of the storage unit is set for June. [redacted] should contact [redacted] in regards to her storage account and to address the credit card issue. She can be reached toll free at ###-###-#### or direct at ###-###-####.

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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Two letters were sent to U-Haul identifying myself as the credit card holder and that U-Haul usage of the credit card was not authorized fpr the disputed charges.

I am not a party to the contract with U-Haul.

Regards,

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#; [redacted]

Thank you for forwarding [redacted] recent comments to our office for review.

[redacted], our Executive Assistant for our Southern Washington Regional Office, reviewed the information [redacted] provided. She relayed that [redacted] has been advised multiple times, since his name is not on the rental agreement, we are unable to discuss the storage account with him. We have attempted to reach our customer, [redacted], but have been unsuccessful. [redacted] our Field Manager, also asked [redacted] to have [redacted] contact us to discuss the situation, however he refused. At this point we are still unable to provide [redacted] with any information on the storage account. [redacted] mentioned that the storage unit in question is due to be auctioned on October 7, 2014.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

When I bought my new Honda Odyssey in 2013 I took it immediately to Uhaul to have a hitch installed. When we got it back we noticed a scratch on it, we took it to get a quote at Honda and they were able to buff it out. A couple of days later we noticed the back lift gate was rubbing on the bumper cover everytime we opened it. Upon further investigation we noticed it was raised up on one side slightly which is why is was rubbing. We called Uhaul to try and get it taken care of at which time we were told the bumper cover is never removed so it was impossible. So we decided to take it back to the dealership and maybe it was a manufacturer error. Honda requested we have the Uhaul manager present to see them do this because from just looking under the van they could tell it had been removed. [redacted] the manager and I were both present. The bumper cover was removed and it was seen that the pad under the bumper was not placed evenly and caused the bumper to raise. [redacted] continued they don't remove the bumper. Upon speaking with many hitch intstallers at Honda and else where they said it is impossible to do the wiring without taking it off. [redacted] insisted they go through the back light. [redacted] was satisfied seeing it was the bumper and concluded it was not their fault t Uhaul and left. The Honda techs called my back and showed me further where the wiring harness had been strapped with a stay tie very low, and it would be completely impossible to strap it without removing the bumper. They printed all this in a report and took numerous pictures for me to report to uhauls insurance to have our bumper repaired. The way they wired it also voided our warranty on electrical and was not installed as explained. We knew our case was slim because upon looking at reviews for their insurance company we saw the company asked for a lot of pics and quotes and documentation from customers, but nobody ever gets paid out or their car fixed, but we continued on. It was our first new vehicle and we wanted to protect the integrity of our car. We spoke very civil to [redacted] at all times and it was never personal. Our claim was denied, we cut our losses and moved on.
Shortly after that our lights on the trailer connection failed so we took it back to have it fixed and it had a warranty. [redacted] was friendly the whole time until he checked my husbands info on the computer than his demeanor changed.
About a year passed and our wiring was faulty again so my husband called to schedule to have it fixed again, [redacted] denied his services and said go to another Uhaul. We said ok, guessing he was bitter even though they didnt have to pay for our damages.
Well as we are moving to a new home we got a great deal at another Uhaul on a truck, 200 dollars cheaper than other places who raise their rate on the weekend. We went in to get our truck and had help lined up to help us move and find out [redacted] has blackballed us at all uhauls. I called [redacted] and told him why did he tell my husband to go to another Uhaul but did this, he stated it was his choice. He was upset we had filed multiple claims even though only one was filed and he no longer would help us.
I explained that if something is broken we will get it fixed, it was not our fault that the wiring kept messing up and if it's a Uhaul hitch we get it fixed at Uhaul, just as if our Honda messes up we take it to Honda. It makes sense. I asked repeatedly to have him call and change it and he refused our service. I told him we are a military family on a tight budget and had this truck reserved and he didnt care. I think it's very unacceptable to blackball us because of their incompetent performance on our vehicle at this Uhaul. It was not our doing, we didnt get paid to have our vehicle fixed and have never been rude or disrespectful to him in any way.
I would never rev omens this particular Uhaul to anyone. I won't bash uhauls name as he did ours to them, but I will tell you this is the worst practice or customer care ever, because he is bitter.

What started off as a very bad experience with Uhaul was quickly fixed by their excellent national customer service. The individual places had issues reserving the correct truck size for me and telling me when it would be in and also decided to charge me an unexplained cleaning fee. However, when I filed a complaint through Uhaul, they gave me money back and apologized profusely, as well as gave me a future gift certificate that doesn't expire for 2 years. I was very impressed with Uhaul and would recommend filing any complaints directly through them. They were courteous, kind and bent over backwards to help me out once they realized their employees had treated me badly when I was moving.

Review: I used Uhaul Ubox services to move my belongings from [redacted] to my new home in [redacted], **. My things were packed into the box and picked up on July 30, 2013. I was told the box would ship the next day, and would arrive in [redacted] within 10 days. Ten days later, I called to get an update. They told me that my things were still in [redacted], and had never shipped. I was told at this point that I was supposed to fill out a form, that would allow my box to ship into the state of [redacted]. This was the first time any employee of Uhaul had mentioned this form to me. After many phone calls, I was able to get someone to send me the form and I sent it back that same day. He told me he was going to take care of the issue and make sure my box was expedited to [redacted]. He never called me back to give me an update. I called his direct line several times the next week and was not able to get a hold of him. I was then transferred around through the customer service department for many days without anyone able to give me the status of my shipment. I finally was able to get in contact with a manager in the department on the 14th of August. She assured me that she would handle the situation and make sure that my box was sent to [redacted] right away. She also offered to refund half of my shipping costs, which she said would take 4 to 5 days to process. She promised to be in contact with me as soon as the box shipped to give me an estimated date of arrival. She never called back. I then tried to reach her on the phone many times, leaving messages and trying to get her to call me back. Finally after about 4 days of leaving messages for her, I was able to get her on the phone. At this point it had been over a week since she had promised the refund. No refund was credited to my card. She told me that someone had messed up and the refund was never processed. She also did not have any information about where my shipment was or when it was supposed to arrive in [redacted]. Another week went by with no information and once again I was unable to reach anyone by phone. I finally was able to contact the manager again on the 27th of August and she told me that my box should be in [redacted] already. She gave me a phone number for the location that was supposed to be receiving my box. When I called that location, they had no information about my things. I called the manager in [redacted] again to tell her this, and she argued with me, saying that they should have my box. She then told me she would handle it and never returned my calls again that day. On the 28th I got a phone call from the location in [redacted] saying that they had received my box. I asked them to deliver it to my home that day. The manager in [redacted] promised to deliver to my home free of charge. The man in [redacted] told me he had no knowledge of free delivery and told me it would cost me an additional $150. No one returned my calls again that day. On the 29th the man in the [redacted] location called me and told me he had cleared it up with the manager in [redacted] and said he would deliver it that day. So I finally received my belongings on the 29th of August, a full month after they picked it up in [redacted]. They failed to complete the services that they promised me every step of the way. There was never a good source of communication even amongst the people who were supposed to be managers. I was treated poorly and argued with every time I tried to get answers from someone.Desired Settlement: I would like to receive a refund for the remainder of what I paid to Uhaul. I don't believe that I received the service that I paid for.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

Mr. [redacted], our President for the U-Haul Company of South [redacted], followed up on the information Ms. [redacted] provided. He informed our office he has not been able to reach Ms. [redacted], however, he relayed that he issued her a refund for ½ of the U-Box cost and also instructed our delivery location not to charge Ms. [redacted] the delivery fee.

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,

Executive Assistant

U-Haul International

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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

Phone:

+1 (870) 932-6891
+1 (417) 839-6080
+1 (478) 757-4969
+1 (419) 536-9253
+1 (800) 986-3667
+1 (727) 799-9922
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Website:

www.jonesborooverheaddoor.com


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