Sign in

U-Haul International, Inc.

Sharing is caring! Have something to share about U-Haul International, Inc.? Use RevDex to write a review
Reviews U-Haul International, Inc.

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."

In the reservation form, where this guarantee is placed, there are no links, asterisks, or fine print leading to any "certain restrictions apply, see here for details" disclaimers. When I was not granted the truck in the location of my confirmation, I first took this issue up with phone-based customer service, who refused to honor the guarantee, saying that it does not apply to same-day rentals. If this is the case, why not simply stipulate that on the reservation page? U-Haul's customer service agent refused to allow me to speak with a manager, and instead told me to file a complaint with U-Haul. I did so, and the U-Haul agent who responded to my complaint gave me the same song and dance as the original customer service agent. They're fighting me tooth and nail over a lousy $50, and they're not acknowledging that their reservation form contains a blatantly misleading advertisement of a $50 reservation guarantee.Desired Settlement: This isn't even about the $50 anymore. I would appreciate them honoring the $50 reservation guarantee, but at this point what would give me the most satisfaction would be knowing no other customers would have to deal with this issue. The solution is simple. A prominently-placed link on their reservation page to the disclaimer that is presently buried somewhere deep on their FAQ page.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted] a Senior Customer Service Representative, followed up on the information Mr. [redacted]provided. In addition to the $25 VIP Certificate issued to Mr. [redacted] Mr. [redacted] sent him an email explaining he issued him a refund for the $50 Reservation Guarantee Fee back to his [redacted] account. The credit should post on his next credit card statement. Mr. [redacted] also offered his apology for the inconvenience Mr. [redacted]experienced and provided his telephone number if he had other concerns.

I hope Mr. [redacted]will take advantage of the VIP Certificate we sent him that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 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.

Product_Or_Service: July 2nd 2012

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to see a refund of $100 that would be fair.

Business

Response:

November 7, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Southern CO, followed

up on the information Mr. [redacted] provided. She informed our

office, as a goodwill measure, she issued a credit for one rental

period in the amount of $39.95 back to Mr. [redacted]'s American

Express account. The credit should post on his next credit card

statement. Ms. [redacted] left a message on his voice mail requesting a

call back to personally discuss his concerns.

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

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."
I recently rented from [redacted] Truck Rental. Their customer service was FAR superior to U-HAUL. Furthermore, even though they are more expensive, I will pay for better customer service, as they refunded me, on their own accord, some of my rental fee due to the rental process taking two hours. I reported U-Haul the Revdex.com and will be sending a copy of this message to your corporate office. I don't want any VIP Certificate, I want compensation for my RECENT RENTAL. There is no way I will EVER use or recommend anyone else use U-HAUL. Therefore, your certificates do nothing to resolve this issue.

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.

Business

Response:

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Inland Northwest regional office located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office she sent her the following email:

Dear Ms. [redacted], Thank you for your communication concerning your recent U-Haul rental. Communication like yours are extremely helpful as they keep us aware of problems encountered at a local level. Please accept our thanks for taking the time and effort to write us. After reviewing the video footage at the time of your rental Saturday morning, we were able to determine that your 17 foot truck was rented to you with no damage and was indeed returned with new damage. I have been advised that they did tell you about the damage while you were still there, but you did not know how the damage occurred and thus advised you did not want to pay for it. Your contract was placed on hold that evening so that our shop could do a damage estimate on it to assess the damages and the repair costs. According to your rental contract addendum (document holder), #4 indicates that "Customer agrees any charges that cannot be determined or that are not known to Company at the completion of the rental are payable by the Customer immediately upon receipt of an itemized invoice." I understand that Monday morning after completing your contract, the GM, [redacted] emailed you a copy of your final invoice, which you acknowledged having received in your Revdex.com File. I regret to inform you at this time we are declining your request to not be charged for the damages, as all evidence suggests that it did occur during your rental. Sincerely, [redacted] Customer Service

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.

My name is [redacted]. My reference number is [redacted]. The following email is the email invoice that we received Monday saying that we owed charges for the damages. I will be sending another email with the pictures of the damages. Thank you for all your help.

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.

Product_Or_Service: auto transportDesired Settlement: DesiredSettlementID: Refund

I want to be refunded the amount of the trailer, and the safe tow package that we paid for the trailer. I also want reimbursement for the flight back home, and the fuel cost/wear and tear on the car that it'll take to move my car down to my new home.I would like to make it clear that I waited a week and a half to find the cheapest flight, i'm calculating mileage based on the highest EPA #'s and using the federal reimbursement figure of $.51 per mile for gas and wear

Business

Response:

March 20, 2013

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

Ms. Elena Hatchell, our Executive Assistant for the U-Haul Company of San Francisco, followed up on the information Mr. [redacted] provided. She informed our office a refund for the rental will be issued to Mr. [redacted] along with a VIP Certificate for $100. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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.

Business

Response:

August 5, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund for the extra day charges in the amount of $22.81. The refund was issued back to [redacted] account and should post on her 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 Assistant U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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: Problem & truck rental date: August 27

Order #[redacted]1 under name of [redacted] amount $75

Full cost of rental: $57.65

Refused to honor the "VIP" gift card- even though the UHaul corporate office customer service advised me that this is how relatives who live distant from the mover usually pay for the move when the client does not have the money to cover this.

Called corporate customer service the next morning. They checked and said the gift card was never charged, instead the bank card was charged despite my daughter's objective. After 30 minutes of working with corporate they said they would refund the money in 3-5 days, and charge the gift card through the corporate office, leaving a balance of $18.Desired Settlement: refund in full - my gift card has been cancelled out now and I'm out $75 plus the bank fees for my daughter's overdraft.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] whose name is on the actual rental agreement.

Our records indicate a credit for $54.45 was issued back to the [redacted] account on file on August 29th along with a VIP Certificate for $17.35.

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: 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.

Product_Or_Service: Storage FacilityDesired Settlement: DesiredSettlementID: Refund

I want them to allow me to rent a truck and I want all of my money back for the rental. It's not fare to me. I paid them extra for the "convenience" of the elevator and inside storage. Yet when I needed to move my things this lady Tammy could not get anyone to come and fix the elevator my son had to carry some items down the stairs and the bigger items was left there. Now the bigger items need to be moved and I dont have the money to keep renting trucks. I can never

Business

Response:

July 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Chicago South and SW Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her, as we value her as a customer, she was sending her a $100.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope and tape. We also sell permanent hitches, propane and locks.

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 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.

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Boston, followed up on the information Mr. [redacted] provided. According to notes documented on Mr. [redacted]’s contract, the truck key was returned bent and a new key had to be cut. However, in the interest of customer good faith, Ms. [redacted] contacted Mr. [redacted] and advised him of a refund for the $50 key cut fee that she issued back to his Master Card account. The credit 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.

Regards,

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.

Business

Response:

July 25, 2012

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

We contacted RepWest Insurance Company in regards to the information Ms. [redacted] provided. We were informed Safemove Protection does not cover water damage, however, her concerns were sent to Chubb Investigation for further research and resolution. Her claim was assigned to Courtney Micucci and Ms. [redacted] can reach her at 888 368-8858, ext. 2106.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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.

Regards,

My compliant is that the truck leaked and when you rent any vehicle you expect to to be leak proof. However a few items got damaged and I expect some compensation for my items that I listed in original complaint. Plain and simple..your truck leaked and caused damaged. If I had known then I just should have rented regular truck with no cabs.... Thought all my property would be protected with it being enclosed and all.

Thanks

Business

Response:

September 20, 2012

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

As previously relayed in my initial response dated July 25, 2012 to your office, Ms. [redacted]' concerns are being handled by Chubb Investigation. The name of the agent we were provided is Courtney Micucci and she can be reached at 888 368-8858. I would suggest Ms. [redacted] contact that office for status of her claim.

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,

Maria Palmisano

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.

Regards,

Since I used your UHaul to transport my goods and items got damaged..I believe you are liable. Forget whether I had insurance or not. Just the truck alone - leaked and wretched my items. You provide a service and the service is the use of your truck which should be in good working order and leak proof..as it was raining. Otherwise I would have rented just a reg. truck. My damaged total around $300. I am so disappointed in your company..

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.

Then, 2 hours after I returned the truck, they called my emergency numbers asking why the truck had not been returned and said we would be charged an extra day. I laughed at them and said they were is, I returned it BEFORE they closed, and had my paid invoice in hand. It's their fault if they lost the truck now.

I mentioned I had to return it before they closed; in the incident 4 years prior they were able to con me out of an extra day's rental. Because we were using the truck late, I dropped the keys in the dropbox. The next day, I got a call saying the truck was there but no keys. I went down there and found out there is no box for the keys to fall into, and boxes and pallets are nearby for them to get lost in. Finally an employee "found them" and said someone found them a block away on the street; however, it's pretty hard to mistake having the keys in your hand then watching them go through the door slot. There is absolutely no way they ended up outside the building. I filed a complaint with the Revdex.com as well so it is on their record, but never got my money back.

This is one of the most dishonest business locations in Richmond. I imagine they succeed at their deceptive practices often, from dealing with a lot of naive college kids. I will never rent from Uhaul again. I would rather pay 4x the price at another company, and will go out of my way to share my experience with others.

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.

Product_Or_Service: Trailer

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Due to the negligence of the Jackson location, I would like a full refund. Due to the reactive instead of proactive approach as well as poor customer service & hidden fees from the Milwaukee location, I am asking for an explanation & breakdown of fees assessed. I am willing to only pay Milwaukee a flat rate fee for the return of the trailer ($84.40).

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our South Eastern Wisconsin Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the hitch pin came out in Tennessee and was also fixed in Tennessee. Ms. [redacted] drove 600 miles then insisted she be able to return in Wisconsin after she was done using the trailer. Ms. [redacted] explained there are no issues with the trailer and in fact has continued to be rented without incident. Ms. [redacted] has been advised a refund will not be issued.

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.

It appears U-haul is not taking responsibility nor being truthful about the events. It also appears that this [redacted] staff member has wrongfully assumed what my plans were for the trailer along with miscalculated and misrepresent my mileage in an attempt to not take responsibility for the issue at hand in order to make it more convenient to fabricate the actual events that took place. First of all it is incorrect that I wanted to return it to Milwaukee due to being finished with it. In fact, because of the faulty hook-up and trailer damage to my truck due to U-haul's negligence, I had to use another vehicle to move items back to Tennessee that following Monday that were supposed to be in that trailer. Hence, the plan was to return the trailer to the location in Tennessee NOT Miliwaukee. If I wanted to return it to Milwaukee all I had to do is tell them that in the first place. I did not plan to return it to Milwaukee, because that was NOT my plan as [redacted] implied. I was directed by customer service to take the trailer to the Milwaukee location so they could assess the situation after I finally arrived and told them the trailer didn't seem safe as it was making concerning noises during the long, slow ride back to Milwaukee. Milwaukee U-haul did not do the assessment, but unhooked the trailer and refused to call corporate as customer service directed me to ask them to do once I arrived. They can choose to resolve this complaint to my satisfaction or I will fight for the cost to repair the scratches caused from their negligent hook-up that was already proven to be performed by their company, which is the catalyst of this complaint. Furthermore, the estimates for the scratches on the back of my truck supersedes the price for the rental. More importantly, [redacted] fails to address the issue that initially started the problem. The pin was determined to have never been installed during the hook-up, which caused the breakdown/crash. Just because it was "fixed" does not make them less negligent for the subsequent events that took place after the faulty hook up which caused a huge inconvenience in addition to causing a time sensitive scheduling conflict. It doesn't appear that U-haul cares much about customer satisfaction which speak loud volumes after the disrespect and lack of empathy I have received during this ordeal over the phone and in person. Their best practices, standards, and quality of service expectation must be very low considering the whole dynamics of my experience with U-haul.

Regards,

Business

Response:

September 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and should post on her next credit card statement.

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

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.

Business

Response:

December 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Alberta regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Good afternoon [redacted], My name is [redacted] and I am responding to the letter you had sent the Revdex.com regarding your recent rental with us. I have reviewed your contract and have decided to issue you a refund to the credit card that was charged for the full amount of the fuel charge of $105.42. You should see this credit within 3-5 business days. If you require anything further, please be in contact with me. Thank you, [redacted] Executive Assistant U-Haul Company of Southern Alberta

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 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

I just want to be refunded the extra $20 I was charged for the gas.

Business

Response:

July 7, 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 informed our office she sent Mr. [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $20 that she issued back to his [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

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.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], When we spoke earlier I was not sure you understood what I was saying. When I said we do not refund for down time, which is on the contract, I did not mean I would not give you some of the money you were requesting. I am willing to refund you for the difference in your flight and also for 2 nights hotel for when truck was down. I do need receipts showing the differnce in the cost of the flight and for the hotel. You can send this to U-Haul Co of [redacted], Attn[redacted]. If you wish to discuss this you can contact me at ###-###-#### and the voicemail is working now. I called [redacted] and they had removed it from my account due to some glitch in system. I'm sorry it did not work when you called. Also we had paid $795.00 to have your goods moved from one truck to the other. I look forward hearing from 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,[redacted]Executive AssistantU-Haul International

Review: To start at the start.

Book a 26' Uhaul at [redacted] in [redacted] for our move on Oct 26 at 7am. We then got a phone call on friday oct 25 the comfirmation from [redacted] Then not 4hrs later get a phone call from [redacted] saying we go to them for our pick up at 11am on Oct 26. So I then call [redacted] to fined out why I would get that call he said he didn't know. Then called back and said the truck I booked Uhaul gave another person and sent us elsewhere. Then I talk to the Uhaul customer service and they say there was a transmission problem not that it was rented out. So after another hour on the phone with Uhaul Customer Service I was able to get them to move it to [redacted] at 9. We missed out on 2hrs of moving and the gave us $20 for my 'troubles' which the supervisor said couldnt be because no one works on the weekend. But my husband is a police officer here in [redacted]and worked Sunday for we needed to get our moving done early. So when we did pick up the 26' Uhaul truck it was filled with a quarter of a tank of gas so we put $50 in because that would be enough to get it to our destination of [redacted], [redacted] after we drop our item at [redacted] After we place $50 in the truck and packed it up and headed on our way. My husband and I noticed that the 26' Uhaul truck didnt go faster then about 60km/hr judging by our other 2 cars fallowing it. Then about a third done our trip to [redacted]we need to place $50 more into the tank because we are almost on Empty. After multiple times pulling over to restart the 26' Uhaul Truck to see if the speedometer, or transmittion would start neither did. We got it finally after a 4hr drive which should of taken 1hr and 45min drive we arrived at our storage unit. We unpacked at the unit then after several attempt the truck started again and we brought it to my inlaws house and unpack the rest of our load. At that time I called Uhaul road side assistance for the 1st time explained the situation and they said they would have someone come out asap. So come morning and little sleep waiting for someone to come or call. I call the 2nd time explained the same issues and nothing happened. Then after the third call I recieved a phone call within 5mins from the [redacted] company. I was informed to place the keys under the drivers seat and to continue with my moving as I didn't feel safe driving or allowing any family to drive a Uhaul truck as it was unsafe to drive. So we did go BACK to I[redacted] for our desired 2nd trip we wanted to do on saturday. But now we are doing it on sunday with a Jeep and a truck and trailor. Which we should have been able to do within our day with the 26' Uhaul. I then called to see what we could do for compansation due to the issues. I was told I could only get $50 back and anything over that a supervisor would have to deal with. Which I got a phone call today on Oct 31 saying that because they do not know where the Uhaul is that I had rented they cant give me anything for comansation. So I found the Uhaul that I had rented and called them back and was being told that I would have to call the Uhaul rental place that I "returned" it to. Which I had explain to her 5 times their tow company picked it up. She continued to tell me I misplaced there truck. So I ask to speak to a supervisor and was informed that a supervisor would contact me by Nov 2 and to wait till then.Desired Settlement: My 180.80 for rental and the 100 back for gas and for STRESS on myself and my husband and our daughter who didnt get to sleep till 10 because of the truck not being in proper working order.

Business

Response:

November 4, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $180.80. She 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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

I would like to add I was told by a supervisor that I would be repaid for the gas money as well.

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.

Business

Response:

January 15, 2013

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

Mr. Thomas Neill, our President for the U-Haul Company of NM, followed up on the information Mr. [redacted]l provided. He informed our office that they applied a charge for only one rental period and issued a refund for the balance of the charges. The refund for $89.46 was issued back to Mr. [redacted]l’s Visa 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,

Maria Palmisano

Executive Assistant

U-Haul International

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.

Business

Response:

July 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a credit for $345.28 was issued back to Ms. [redacted] account ending in [redacted] on June 27th. The credit should post on her 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: 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.

On January 1st, 2015 we were charged twice, each charge was for $276.58. We were charged a third time on January 2nd, 2015 this time for the amount of $98.29.

I then called the office in [redacted] and spoke to the store manager who informed me it was their policy to put the card back on file automatically once a month. In addition I was told that not all the pods were paid in full so they would be charging the account again to get the remaining balance.

The online account was then changed by someone so we could no longer access it.

My family is currently homeless and we had already accepted that our things had been sold to pay the remaining balance of what we owed to the company.Desired Settlement: I need a refund of this money. If I do not get a refund of this money in the next few days my family will no longer be able to stay in the place we are at and will be forced on to the street.

Business

Response:

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email in response:[redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Per your request, the two charges of $276.58 and the one charge of $98.29 have been refunded to your account. Your new balance due is $1139.61. If non-payment continues your boxes will be sold to satisfy the lien. Please contact general manager L[redacted] at [redacted] if you have any further questions regarding your account. Thank you, [redacted] Executive Assistant U-Haul Co. of [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,[redacted]Executive AssistantU-Haul International

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

Business

Response:

October 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has been unsuccessful in reaching Ms. [redacted]. He did, however, relay that because her contract was modified, it was possible there was an error in documenting the correct mileage reading on her contract. Mr. [redacted] also issued a refund for $167.61 back to Ms. [redacted]’s [redacted] account. The refund should post on her 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.

Regards,

Check fields!

Write a review of U-Haul International, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

U-Haul International, Inc. Rating

Overall satisfaction 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

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
Show more...

Website:

www.jonesborooverheaddoor.com


Add contact information for U-Haul International, Inc.

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated