U-Haul International, Inc. Reviews (6748)
Review: U-Haul advertised a reservation guarantee wherein: "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."
Review: I rented a U Haul truck on July 2nd thru the 4th. When I went to the store he told me that the truck would be $157 which seemed to make sense. I dropped the truck off that night for one day because my move got canceled. I was never told that dropping off the truck 5 miles from where I rented it would cost me over $100. When I asked the manager what happened to the $39 rate he told me that 5 miles is a long distance move. I dropped off the truck after hours and went to the store the next morning to get my receipt. He would not give me a receipt and to me I had to call U Haul in Arizona to get one. I went back to the Green Mountian location to complain that he should have told me it was going to cost $100 to return the truck 5 miles away he said tough luck. I sent an e mail to U Haul describing the problem and the customer service representative told me that it is their policy to confuse the customer, but she would give me a credit of $25 which has never come thru. I have the email with the statement. All of the U Haul bill boards in the store and on the trucks say $39.95 per day (local Move) - it does not say anywhere that you have to return it to the same location that you rented the truck. I would have been glad to return it to Green Mountian if I knew it was going to cost me $100 or $20 per mile. I asked the return store for the keys, so I could return it to Green Mountian and he told me that he could not do that. This is bad advertising.
I will NEVER rent from U-Haul again. This was, by far, the poorest customer service I have ever received. The customer service representatives were rude, including the managers. The telephone disconnected over six times when I first attempted to make a reservation, resulting in my having to call back NUMEROUS times. Furthermore, when I attempted to get compensation for my trouble, I was lied to regarding receipt of my VIP credit in time to apply to this rental, as I did not receive it until AFTER I returned my rental. When I complained about that, I was told I was a manager would contact me within 48 hours. I did not receive a call from them until six days later, Sunday, March 17, 2013. The Assistant Manager I spoke with was rude. I told her I did not want the VIP certificate, as I had NO intention of rental from U-HAUL again. I want compensation back for my previous rental. She said, no. I then asked for my complaint to be escalated further and her response was, "No, I will not. I will be the last person you will speak with about this" in a rude tone. I told her "We will see."
Review: I rented a truck from Uhaul on Saturday January 11. I picked up the truck at 9 am and returned it at about 5:30 pm. When I went to turn in the truck the guy I talked to said that there was a small ding on the upper side of the passenger side of the truck, just above the door. I told him that we had not hit anything and he told us that it was probably something that everyone missed previously and that everything would be okay. He told me that I would be getting a refund of roughly $35 back from what I had originally paid when I took the truck. I received an email receipt about 5 to 10 minutes later. about an hour after that I received a phone call from the manager from the store stating that there were damages to the truck that we had to pay for. I told him that we were not going to pay for damages we did not do and he told me that they were not marked on the truck paperwork when we took the truck therefore it was our fault.Desired Settlement: I would like the company to stop trying to collect money from me. They clearly stated that everything was fine and did not mark down on our contract where damages where when we left. Their contract states that all damages will be assessed upon returning the truck and settled before leave the store. Since we were told that we were done and would get a refund I do not see how they have legal ground to tell me that they can still charge me.
Review: I ordered a truck and trailer to move myself to [redacted] from [redacted] in late February. The truck was fine, my issue is only with the trailer, and now the customer service or lack thereof. U-Haul's system said that my car, a 20[redacted] would fit on the trailer I rented. When I got it home, it became clear that it absolutely would not. Not only is the car too low, but the clearance on the front from the wheel chalks to the front of the trailer is too short, and the chalks are too high for the bumper clearance. I then tried to back the car onto the trailer but realized that only one side of the trailer had the flip down wheel cover and that even if I did manage to fit the car on, I would have to shimmy out of the drivers side window to get out.After trying for two hours to make it work, I called customer service to see what they could do for me. They advised me to take the trailer back to the original location, adding another hour delay to my trip. I told her I would just tow the empty trailer to the [redacted] location and that they could handle it then.I've spoken w/ multiple customer service representatives, the branch manager--who's standing in for the absent general manager of the location--and nobody is willing to do anything for me to refund me the money, even though their system is incorrect. The best they are willing to do is give me VIP coupons for my next rental. That truck and trailer was my 3rd truck in 2 weeks with them, and I can say that I will never utilize U-Haul again unless this dispute is settled.
Review: On Saturday July 26, 2014 I went to the above name business to rent a truck for the advertised price of $19.95 per day. The man that made the reservation for pick on Sunday the 27th gave me a six hour rental with a pick up time of 8:00 am and a return time of 2:00pm.Upon my arrival back at the location on Sunday July 28th a 7:45am I waited over an hour to be told that I could only rent the truck for six hours,@($19.95) because that is what the previous person had made reservation. Seeming that I did not get the truck until 8:50am and I still had to return it by 2:00pm. I informed a person by the name of[redacted] that I need the truck for more than six hours, and his response was this truck had been promised to another party at 2:00pm too bad.Unfortunely, for me I was charged as if I had the vehicle to two days and I only had it for eight hours. When I finished with the truck it was later than 2:00pm (instead of 3pm) and I was charged an additional $19.95 the rate of twenty hours of use.I feel that this establishment has a very bad business attitude to its customers. I will never use this Uhaul renter again.Desired Settlement: I would like to be reimbursed the addition monatary fee charged to my account for a full days use of vehicle.
Review: Problem & truck rental date: August 27
Review: On June 29, 2012 I went to this facility to remove my things from storage (I was moving), clear it. I had rented a truck from "ENTERPRISE", which have the same rules as U-haul I only had the truck for 24 hours and I was not moving in the area. Well when I came to clear my storage at 7am in the morning the elevator was NOT working. I waited a 1 1/2 and no one still had came to fix the elevator. So then I began to get upset and frustrated. The manager [redacted] did not understand why I was mad but yet she wanted me to understand she "COULD NOT" tell me when someone would be to fix the elevator. So she accused me of being disorderly and called the police on me. Now mind you this is now going on 3hrs later and no one still had come to fix the elevator. So I had to take my moving truck and start my move. Well I did not get to move the things out of storage in time enough before I had to return the moving truck. Now I'm forced to rent another truck because of U-haul's incompetencies. I want them to refund me the money for this truck. [redacted] was rude and nasty. She wanted me to understand why she couldn't get no one to fix the elevator but yet she couldn't understand I DO NOT AND DID NOT HAVE THE MONEY TO KEEP RENTING TRUCKS. It's not my fault the elevator was not working that day. I had to clear the storage because I did not have the money to pay them another month! This is clearly their fault. I asked to speak to [redacted]'s manager and she gave me a 1-800 number to speak to a [redacted]. Well after holding for 15mins [redacted] tells me she is NOT [redacted]'s manager and gave me the number to a [redacted] who is [redacted]'s manager. I misplaced the number I went back to Uhaul the next morning on June 30, 2012 to remove what was left in the storage (things I couldn't move up and down the stairs) to move my things into a friend's garage. I need to rent a truck now to move it out of my friends garage and I think U-haul should pay for the rental. I've always had problems with this lady [redacted]. I really believe she is racist.
Review: I rented a 10 feet truck on July 18 around 7 pm for moving at Uhaul station ([redacted]). The contract number is [redacted]. I returned the truck on the same day around 11pm, since it has already passed the business hour, I drop the key at the drop box. However, I received the bill the second day, and found out they charged me extra 50usd for key cut caused my customer. This is ridiculous. Why would I cut the key? They did not have any evidence to prove the damage of the key. So I am complaining here to ask for a refund from U Haul. at UhaDesired Settlement: refund me the extra 50usd.
Review: I rented a U-Haul truck #[redacted]K, for my move on June 1-2/12 on contract # [redacted].I also added the Savemove coverage #[redacted], which included damage to equipment, cargo protection and medical protection.Upon pickup of truck we asked if the truck leaked as it was raining out.Chris- the rep there said the last user didn't say so.So it was late on Friday night when my helpers came and we started to load the truck..had it back up to the garage and loaded the truck and even laid a blanket down at opening of truck in case any rain came in from end but was protected by the roof overlap.When we were half loaded Drew noticed that the roof was leaking.It was approx 10PM and we covered up my belonging and put plastic on floor too.WE continued to load as short on time and getting late.Drew drove the truck and mentioned the in interior cab also leaked by middle and my son had to hold a cup there to catch all the water coming in,once we got to my new location.As we unloaded the contents we noticed that one Queen size mattress, box of books, one shelf got damaged.There was a box of pots located under leak and pots were filled with water and also a box of sheets but those I just washed.It was 2AM then.We were tired and went to bed.The next day,another load in which nothing got damaged.When we returned the truck,we immediately mentioned to Chris the rep that the tuck leaked and a few items got damaged and she made a note on file "leaky truck".LeeAnn Coomber in claims dept 1-800-661-1069 ext 664274 called and asked what happened- told her and gave me claim # 00392820-2012, and she'd get back to me.They denied my claim because I should have called and reported the incident and they would have tried to get me another truck,as I was aware of leak only after half loaded and continued to use.I responded- no time and Chris had no other 26' truck.Barrie location was 45 min away and no time to unload and reload as so late already.Safemove states to complete damage report when return truck.Office was closed at 2AM.Desired Settlement: DesiredSettlementID: Replacement The mattress was worth $600 -bought 2 years ago. Shelf was $60 and new, and books $60.I am willing to take $350 cash or to simply replace all above which is more.
I had a bad experience at this Uhaul location at 900 N Lombardy Ave Richmond VA 23220 three years ago and was forced to give them another try since I waited until the last minute to get a truck. This time, when I got in the truck I noticed the mileage was different than what was recorded on the paper they gave me. Not wanting to get charged extra, I went back in to notify them. The manager verified the discrepancy then made a note to adjust my invoice. When I returned the truck before they closed (see below), not only did I have to wait 35 minutes, they said they lost the manager's "note". The extra mileage amounted to $30, so I demanded they call the manager who had left for the day. I ended up having to pay, but miraculously got my $30 back a week later.
Review: On 8/29/14,2:59p I rented a trailer from this location.A staff lady hooked it up to the back of my truck. Soon after I loaded the trailer,my daughter&I proceeded to Wisconsin.Once on the busy HWY 45 Bypass in Jackson,the trailer suddenly detached from my truck&started to jackknife across both lanes for several minutes,slamming into the back of my truck several times throughout,almost causing several accidents.I finally gained enough control to stop the jackknifing while slowing down my truck to a complete stop.Hence, we were stopped in the left lane blocking traffic.I got out to assess,(where speeds reached up to 55mph)noticed the trailer was only attached by the chain& scratches on my bumper.I called Uhaul location to be told I needed to call for a repair.In the meantime,two utility workers pulled over to assist;assessed the pin was missing.They picked trailer up,reattached it with a bolt&nut which allowed temporary fix enough for us to move to a safe location.I called for repairs which took an hour.Repairman also assessed pin was missing;had to go buy one.Altogether,making us two hours off schedule.While on the HWY,trailer constantly squeaked&bounced around to where we only went 40-45mph all the way to Wisconsin,now five hrs off schedule.I called CS to make a complaint&explain why I needed to return trailer to current location due to the issues.Rep stated fees could not be adjusted unless trailer is returned to location&they call corporate.While at Milwaukee location,staff immediately wanted to detached trailer despite telling them I had an issue with the hook up.Meanwhile I'm now inside making the complaint with [redacted] whom was very rude,dismissive,didn't assess the issue,nor call corporate.His only solution was to hitch the trailer back to my truck or charge me outrageous fees for a less than 24hr rental for a faulty trailer.I called both WI & TN corporate offices([redacted])to no avail.I was apparently charged hidden fees from Milwaukee&unfair fees from Jackson&my truck is scratched.
Review: I rented a moving truck from U-Haul for a one way move from Nanaimo BC to Calgary AB. On December 1st, 2013 I returned the truck the specified location, one day early, and left the keys in the drop box as the business was closed (this is a 24hr drop off location). For the following 13 days I received emails from U-Haul stating that I had not returned the truck and that they were unable to contact me even though I returned each of their emails and phone calls. When I did finaly get in contact with U-Haul they were able to confirm that I did indeed leave the truck where it was supposed to be left BUT they then proceeded, without contacting me, to bill me for $105.42 in refueling fees claiming that I returned the truck without any fuel whatsoever. When I contacted the representative ([redacted]) to dispute this charge I was flatly told that perhaps someone had syphoned the fuel from the tank and that I would not be reimbursed until I could provide receipts showing that I had bought fuel for the truck. I am extremely upset that U-Haul simply took the money from my account without consulting me and that I must now attempt to prove that I refueled the truck in order to get my money back. I consider U-Haul's practice of billing directly for a product I did not use is unethical. Furthermore, the fact that they had the truck at the specified location and yet could find it, accusing me of not returning it, is suspect. To blantantly suggest that the fuel could have been stolen while the truck was in their care but I would be financialy responsible for the loss is crooked.Desired Settlement: I want the $105.42 charge immediately refunded.
Review: I signed a contract with U-haul for the use of the 9ft van. A part of the contract states that the gas needs to be replaced for gas used - understandable. I used 33.5 km for my round trip and before I brought it in, I put in 3-4 Litres of gas for the gas used. After I dropped off the van, I even took a picture of the needle for the gas.I was charged an extra $20 for a refueling fee to fill the van up to the level that it should of been.I called them stating that I put in more than enough gas to cover the kilometers used and that I even have pictures of the needle which is the approximate of what is on my contract printout.The owner on the phone refused to acknowledge that fact and did no want to look at pictures or my receipt for gas. He just kept stating that the needle is not where is needs to be.Even if the needle was a little off (which it wasnt), I was charged for 7 additional litres of gas, which is no way near the amount used.Desired Settlement: DesiredSettlementID: Refund
Review: I rented a truck from uhaul for a one way trip from [redacted] to [redacted]. Approximately 600 miles into the trip the truck's transmission failed catastrophically. I was stranded in [redacted] for two days. During this time, in an effort to get back on the road, At the behest of uhaul roadside assistance, I drove to [redacted] to pick up a part for the truck. (My wife was driving our personal vehicle on convoy with me). This part did not fix the problem. The next day, again at the behest of uhaul I drove to [redacted] to pick up a new truck, which they refused to drive to meet me in [redacted]. Altogether, I was stranded for two days in [redacted]. This travel delay ended up costing me over $1000. I had to change my flight back to [redacted], use an extra day of leave, and hire a moving crew because I arrived on a week day instead of a week night and my friends were unavailable to help me move in. Additionally, I spent 6 hours and $100 worth of gas driving back and forth to [redacted] as instructed by uhaul employees. When I called uhaul customer service to discuss an adjustment to my bill, they informed me that they would not be billing me for the repairs to the truck, but they would not give me any further refund. When pressed, the customer service agent have me a phone number to call of someone she claimed could help me, but it was a mobile number which no one answered and did not lead to any voice mail. The customer service agent refused to let me talk to a supervisor. I would like my bill reduced by the $1000 it cost me to make myself whole following the failure of their defective truck.Desired Settlement: I would like to be reimbursed $1000 from my bill of approximately $1900.
Review: To start at the start.
Review: I drove this location the week before and saw a big sign on the side of a small moving truck stating quotRent This Truck for $19.95 a Dayquot. I thought this is really cool. I have a load of trash to take to the dump and another full load to drop off at Goodwill. Instead of bothering a friend I can rent the truck for 1 day for 19.99 and add another $10 to $15 for gas and the whole day will cost me about $35.00 give or take. Yeah right, that is where the deceptive advertising or bait and switch depending on which term you prefer comes in. Now we add the following, none of which are printed on the big advertisement of course. First is the $43.61 for mileage (49 miles) which isnapost advertised. Then I find to insure the vehicle is another $14.00 which also is strangely missing from the ad as well. Add another $5.49 in tax of course and I am now up to $83.05. Add the $10 in gas and my planned $35.00 rental is now $93.05 or $58.05 more than advertised. I went ahead and completed the transaction but will never make this mistake again. I also left a small amount of dirt on the floor from the roots of a small pine I had pulled up, about the same amount of dirt you could leave from your boots on a muddy day. They hit me for a $25 cleaning charge of course and added another $1.75 in tax which raised my total to $110.80. Since it probably took a guy 10 minutes to clean the small mess my rental now works out to $150.00 an hour for cleaning, they must pay their employees really, really well!! I wDesired Settlement: I would like to be refunded for the amount above the $19.95 advertised. I understand the fuel is my end but the charges above the advertised $19.95 are unacceptable.
Review: I turned my truck rental in on June 2nd and in June 16 I was charged an additional 345. when I called U haul to address the issue they assured me they were issuing a refund. I have been asked to wait 3-5 business days for my credit to be on my account by a district mamanger who I found out only noted that they were making a refund and hasn't actually filed for it to be processed.Desired Settlement: I am asking at this point I be issued a cash refund since my debit card still has not been credited. I have been very paitient with U haul regarding this dispute and I feel that they are taking advantage of customers. Not only was I charged for something I should not have been charged for. But they have not refunded me. I have a family and bills to pay. I am asking for cash or a credit refund ASAP.
Review: In April of 2014 I entered into a contract with Uhaul in [redacted]. After several months I was unable to continue paying for the storage. I removed the card that was attached to the account in September 2014. In October the card was charged again, we were told it was a mistake on our part and there was no help they could give us. We then removed the card from the again. In December I received an email stating that our pods were being sold and that they didn't have a valid card on file.
Review: I rented a truck to move from [redacted] to [redacted]. I was allotted over 200 miles for move. I used 197.2 miles in total. I was charged for going over on my mileage which I know for a fact I did not go over on mileage. I tried to dispute this with the company and was advised multiple time they would call in 3 days. I never received a call until well over a month later and they said there is nothing they can do
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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