U-Haul International, Inc. Reviews (6748)
Review: I picked up a Uhaul truck from [redacted] Ohio ([redacted] location) on July 19, 2012, I paid the contract price of $365.92. I received a receipt but did not receive any contract papers, proof of insurance or any other inspection paperwork of the vehicle. The Uhaul representative did not inspect the vehicle or in any other way ask me to acknowledge the state of the vehicle before it left Uhaul's possession and came into my possession. Upon returning the truck to its planned destination in Falls Church, VA, I was emailed a damage receipt for $2,589.78 (contract #[redacted]). I called the provided Uhaul claims number and immediately disputed the invoice noting that as there was no initial inspection, any claimed damage upon return at the Falls Church destination had no baseline from which to claim that the damage occurred while in my possession. I heard back fairly quickly from a uhaul collections representative saying that she had "forward this email to the Traffice Control Manager so that he can research it and find out what happened. The contract is not right with how it was closed out and I need to have him look into it further". The $2,589.78 was attempted to be charged from teh credit card I had used to pay the contract price of $365.92, and because my credit card did not have that much space remaining on it, Uhaul charged $1,942.34, the max allowed to be charged to my credit card, on 8/29/12. I have since attempted to contact Uhaul numberous times - I have filed a formal dispute as per Uhaul's dispute process and received no response whatsoever, and have called Uhaul and spoken to five different people over 6 times with no resolution or response to date.Desired Settlement: Refund of (A) the $1,942.34 charged on 8/29/12 for claimed damages and (B)the price of the original contract of $365.92 for all of the time and hassle spent trying to contact Uhaul over the past 3.5 months.
Review: SIRS,I RECENTLY RENTED A HAUL TRUCK TO DRIVE TO INDIANAPOLIS. I HAD LEARNED THAT I COULDN'T USE THE TRUCK BECAUSE I NEEDED TO STAY HERE IN SACRAMENTO FOR SEVERAL MORE MONTHS. SO I TURNED THE TRUCK BACK INTO UHAUL ON THE SAME DAY AS I RENTED THE TRUCK. I ACTUALLY DROVE IT BACK TO THE OFFICE AND ONLY DROVE IT 2.7 MILES FROM MY BROWNSTONE TO THE HAUL. THE MANAGER :MARK HARTLEY IS NOW CHARGING ME $1,460.45 FOR THE USE OF THIS TRUCK. THEY ARE TELLING ME THEY CAN'T GIVE REFUNDS. THIS SHOULDN'T BE ALLOWED IF I RETURNED TOLD THEM I COULDN'T USE IT RIGHT NOW BUT WOULD BE HAPPY TO RENT AGAIN ONCE I KNOW MY EXACT DATE THAT I AM LEAVING. PLEASE HELP ME THIS IS SEEMS VERY POOR BUSINESS. WHEN I BROUGHT THE TRUCK BACK THEY NEVER TOLD ME THAT I HAD TO PAY ANYTHING. SO I RETURNED EVEYTHING BACK TO THEM AND THEY SAID NOTHING ABOUT STILL HAVING TO PAY. I'M NOT SAYING I DON'T WANT TO PAY THEM IT'S JUST THAT I FIND IT HARD TO BELIEVE THEY WOULDN'T TELL THAT ONCE I PULLED BACK INTO THEIR LOT AND GAVE ALL OF THEIR MATERIAL BACK TO THEM. My cell phone is ###-###-####Desired Settlement: SIRS, I WOULD BE WILLING TO GIVE THEM A CERTAIN % BUT NOT 1,460.45. IT SEEMS OUTRAGIOUS TO HAVE THAT KIND OF A BILL IF I ONLY HAD THE VAN FOR 30 MINUTES AT THE MOST. THEY AGAIN NEVER TOLD ME THERE WOULD BE THIS MUCH DUE.I WOULD APPRECIATE ANY HELP YOU CAN GIVE ME ON THIS ISSUE. I REALLY HOPE YOU CAN HELP ON THIS. IT SEEMS ALITTLE TO MUCH FOR SOMETHING I USED ONLY FOR 1/2 HOUR AT THE MOST.THANK YOU AND I LOOK FORWARD TO HEARING FROM YOU SOON.AGAIN MY EMail address is: [redacted]
Review: On 5/17/14 I obtained a UBox from a UHaul dealer in [redacted] (originally scheduled for pick up on 5/19/14) Loaded and returned the box the same day. I was informed that my box would be delivered to the UHaul on [redacted] on 6/2/14 and I would have access to that box on 6/3/14. On 5/31/14 my credit card was charged for this service. I waited to hear from UHaul that my UBox had been delivered and made several phone calls to customer service requesting assistance. On 6/10/14 no one at UHaul could tell me where my box was or when I would have access to it. This caused me extreme distress. I began working with [redacted] at UHaul in an attempt to locate my UBox and he promised me compensation for UHauls failure to deliver my UBox and my distress. I was finally able to access my UBox on 6/25/14. [redacted] told me it had been at the warehouse since 6/2/14-my credit card was charge a storage fee. [redacted] stated that the storage fee would be removed from my credit card. He also asked my what I thought my compensation should be-I told him for the distress that I was caused by my whole experience with Uhaul I wanted all my money back. [redacted] asked if I would be willing to accept $600-I agreed- he stated the check would go out on 7/3/14 and I should have it with in a week-he also stated that if I did not receive the check to call him. I had not received the promised check by 7/12/14 and still have not received this promised check as of this date 7/26/14. I had spoken to [redacted] and another UHaul representive who both told me I should receive the check any day-and emailed me a receipt of the promised check. The address on the check was sent to [redacted] I informed [redacted] that that was UHauls address and not mine. He stated he would request the check be sent to my address. I have not heard from [redacted] since 7/19/14 and have not received the check.Desired Settlement: DesiredSettlementID: Refund
Review: I reserved a U-Haul truck online on for a one way move for a pick-up in [redacted], OH and a drop-off in [redacted], OH. The reference number is [redacted]. I then canceled this reservation, as we borrowed a truck from a friend and only needed a trailer for the move. I got online, the same way I did with the truck, but reserved a trailer for my one-way move from [redacted], OH to [redacted], OH. The website would not let me choose any less than a 2-day rental since it was a one way move. The website also would not let me choose the large 6'x12' trailer that I wanted, it gave me the message that "This equipment is not available for your move", so I was forced to choose a smaller 5'x10' trailer. The reference number is [redacted] and the date was Friday, March 22, 2013.
Review: A hold was placed on my account for 193.75. After having the rental truck for five extra days, I returned the truck. Instead of deducting the hold from my final payment, they charged the account the full 581.45 and said they released the hold the same time they charged my account using the same authorization code for both transactions. The 193.75 hold never came to my account and was never deducted from the final charge. I revisited the location only to be told that because I went over the date for the truck to be returned that I would not receive the hold back which is understandable. What isn't understandable is why that money wasn't put toward the final charge or why that 193.75 is now missing.Desired Settlement: I would like the 193.75 to be refunded since it wasn't returned to my account nor was it deducted from my final charge.
Review: Called what I thought was a local u-haul to get a trailer hitch put on my vehicle. Scheduled to bring my wifes car in at 6pm that evening was told it would take a half hour to install the hitch. Put a deposit on my credit card to reserve the hitch. Full price with installation was to be 197.50. Got there and they had no knowledge of my appointment and nobody there who installs hitches and told me they couldn't do it for two weeks minimum. According to [redacted] at the location U-haul "does this all the time". I needed the hitch for my sons graduation party which was 4 days away.
Worst experience with a company I have ever had. Our U box was over 3 weeks late from the delivery due date in Michigan. The box was damaged and the shipping company would not move it for U haul. During that time, I would call everyday to find a status of the box with no success. The general manager finally called me 3 weeks after the due date to tell me he still had the box!!! How can any company operate like that??? Our babies clothe, toys, crib and all our my wife and I's possessions were in there! Amazing at the frustration and anger I feel about this company and to this day, months later, the only response I get from them is a collections bill because I disputed the charges on my credit card. Amazing. Never in my life I been so FURIOUS with a business.
Review: Rented a UHaul Truck on Sept 25, 2014 from Los Alamos, NM to relocate to Fort Collins, CO, returning truck Sunday, Sept 26. Asked if I needed to make another trip how much does it cost and what do I need to do. Reply: "No worries, I will give you Monday, Sept 29 free so you don't need to return truck until then...because I'm a nice guy." I asked how much does does it cost for Monday and he said "$38"; I offered to pay, but he stated again "I'm a nice guy so I will give it to you free." I paid $1,119.28 for Sept 25-29 It was obvious I would need to make another trip - called Fort Collins UHaul, [redacted], and the person replied "No problem, I will give you Tuesday free." I arrived back late on Tuesday, so my daughter called Tuesday that the truck would be returned Wednesday and was told "No problem, will charge you $38." I returned the truck on Wednesday and paid $50 but was told I owed $645! I was shocked and stated "I can't - I'm unemployed and used all my money for this move." I explained about "free" and was not told I was being charged for the extra miles. He stated "A lot of people are shocked." I left a message then for the manager to contact me. He didn't. I left another message during the following week - no returned call. Now, the manager, [redacted], has charged my account $505.00. Again, I have left two messages today and no return phone call. I also filed a complaint with the Denver regional office, which only tells him he has 48 hours to contact me. UHaul clearly is using the Bait and Switch, by telling customers "I'm giving you a FREE day," so (hoping) if you take the free day you are not aware that you are being charged for additional miles because they did not provide the details for additional charges - You are led to believe that you are only paying for the gas. I specifically asked the Los Alamos office what the cost is and he Never mentioned I would be charged for the miles - he only mentioned the $38. Because [redacted] charged my debit card $505, I am not able to pay my rent. According to my bank, UHaul has charged late fees and it trying to charge close to $700 to my account. I am UNEMPLOYED and need what little pension I receive for rent and utilities - [redacted] have placed me in a bad situation for money I do not owe.Desired Settlement: - Refund my debit card 100% - ASAP.
Review: I rented a 4X7 open trailer from U-Haul in Council Bluffs. When I got it home, I found out the width was 10 inches short of 4 feet. My gear was wider than that so the trailer was unusable. I returned it the next morning early because the dealership was closed after I found out the trailer was unusable for me. I was denied a refund.
Review: I reserved a u-haul truck 3 weeks in advance at a specific location for a 17' truck for July 11. The contacted me late in the afternoon on July 10, the day before the move, and told me they did not have that truck at that location. Instead I could have a 26' truck at a location 40 miles away. After numerous phone calls, they then offered a 14' truck at a location over an hour away. Neither of these options worked due to our time constraints and other constraints in making this move. We had to make this move on July 11. I finally cancelled the reservation and frantically called other companies to locate a rental truck for the following day the with little time left in the day to do that. I ended up getting a truck at the last minute, but it cost me $150 more and added an hour time to my schedule. Their web site says "Your U-Haul reservation is guaranteed! You will get the equipment, location and pickup time that you agreed to or we'll give you $50." They obviously did not meet this guarantee. I contacted them several times about this and was told that they don't really mean the location nor is the truck is guaranteed - only that there will be a truck available at a location not your preferred location. They do not let you know in advance that you may not get the truck you want at the location you specify. They are not very helpful after putting you in the predicament of not having a truck for your move on the day before the move.
Review: Recently we chose Uhaul's UPod option to move our belongings from [redacted] to [redacted]. The contract initially stated that the Upod would arrive on July 4th, 2014, making it perfect for us as we arrive on June 30th. However, the UPod did not arrive on its guaranteed date. When we called to inquire at the [redacted] Uhaul location, the employee told me that she has no information, and I'll just have to wait. Dissatisfied with her response, I contacted Uhaul Customer Service line, who assisted me in registering a complaint against the company and the contract delivery company involved - as she couldn't give me the whereabouts of my UPod. The Customer Service representative told me I would receive a call in 24/48 hours. Two days had gone by, and still no call. On the third day I received a call from the [redacted] location (where I paid for the shipping) stating that the Upod "may have been caught in the [redacted] flooding", however they also didn't know the location of the Upod. The [redacted] representative, stated they will get in touch with the appropriate people and call me back. Never did I received a call. A couple days had passed, and I attempted to contact the [redacted] Uhaul again - leaving a message with the dispatch representative, and again never received a call back. Over a week has gone by, and I attempted yet another call to Customer Service, who informed me that my Upod should arrive on July 10th - and I would be notified. July 11th came and no contact regarding Upod location. Calling yet again, leaving a message at both [redacted] Uhaul and [redacted] Uhaul - no call back. Called July 13th to Customer Service, who informed me the Upod arrived in [redacted] on the 12th - the log stated a call was made to my cell phone at "6AM" and a message was left. However, [redacted] Uhaul does not open at this time, nor did I received a call or voice mail. I expressed my anger and disappointment with the Customer Service representative, who told me she would register another complaint on my behalf, and I would be contacted regarding the issue in 24/48 hours. Later on July 13th, I contacted [redacted] Uhaul and requested my Upod be taken out on the morning of July 14th so I may access it.
Review: To Whom it may concern:I made my reservation March 16, 2013. When I arrived at U-haul in [redacted] to make my reservation, I waited over an hour for someone to help me reserve a Ubox for the end of June. When I approached the counter, a gentleman helped me. He had no idea on how to make a reservation for the Ubox. He told me I would have to wait until the GM -- I think or Manager was available. Im like where is this person and you mean to tell me as big as Uhaul is there is only one person who can help me with the Ubox. It was unbelievable. He told me yes. While I was standing there he called the manager and let him know that I was waiting and the manger yelled back that I had to wait because he was putting a hitch on a customers vehicle and yes the way he answered was in frustration, but Im not sure at what. I just thought it was unprofessional. The location is small so you can hear and see everything. From that moment on it seemed like it was downhill. I waited over an hour like I said, he came and helped me. My reservation was made for Friday June 28, 2013. At that time I also made a reservation for a truck. The week of the move which I believe was a Monday, I got a phone call from The Manager stating that he was sorry, but that there were not any Uboxes available. What do you mean, I made my reservation months ago. He said he understood, but that there were not any Uboxes available in the whole state of Illinois. I was very upset. I asked him what I was supposed to do, Im moving in less than four days and you are calling me now. He told me that I needed to rent a truck and I was like Im driving to Texas with my 10 yr old daughter by myself, Im not doing that, he then told me I could tow a trailer with my car are you kidding me, I have a 2008 Mazda 6 Im not doing that either. I was not prepared to drive 16 hrs thats why I made my reservation so early and reserved a Ubox. What is the point in making a reservation for a Ubox and then one not being ready for you. I was very upset when I was talking to him and he did not have any solutions at the time that I would agree with so I told him I would call him right back to give me a few minutes, I was upset and crying. In the meantime, I called the Ubox department and explained to them what was going on. They did a review and also stated that there were no Uboxes available. I was in disbelief. I called back to the [redacted] location and asked to speak with the manager, he got on the phone and told me that he did some calling around and that there were some boxes that had come in and that I could have one of the boxes. I did breathe a sigh of relief. Im just not sure on the mixup and how you can make a reservation and not have something available. it is still puzzling to me. During my conversation with the manager, I let him know that I would be there Friday morning at 7:00 to pick up the truck with the Ubox attached. That is what my reservation was for and I did not deviate from that time at all. He even told me that they would have it ready Thursday evening. Well Friday June 28 was upon us and this experience keeps getting worse. I showed up a little before 7:00 AM -- waited outside until the doors were unlocked. Approached the counter and a gentleman helped me and I let him know that I was there for my reservation. Low and behold the Ubox with the trailer and truck attached was not ready. There was a lot of fuss and no action. I mean they did not know whether to move me in the truck or what. The manager was like he did not know I was going to be there at 7:00. That just did not make sense to me that is what my reservation was for and we had talked so many times it should have been embedded and set in stone. Needless to say, I had to wait yet again another hour to get out of there and back to my place to meet the movers. The movers were scheduled to be at my place at 8:00 AM and they were there on time and waiting on me. Im paying them by the by the hour and tDesired Settlement: DesiredSettlementID: Refund
Review: I rented a U-Haul truck at the U-Haul - ** location off of [redacted] in [redacted] on May 1st, 2014. At approximately 1:15 pm that day, as I was driving inside of the parking garage, I hit the top of truck on the garage and scraped a hole about two feet in diameter in the roof. I called my [redacted] company as well as U-Haul and their [redacted] company and reported the incident. Through the last week I had been in contact with my auto [redacted] agent, [redacted] of [redacted], sending him pictures and all letters and forms I had received from U-Haul. As far as I knew of today, May 14th, 2014, the matter was being investigated by both [redacted] parties, and I was waiting for adjustment numbers to come in.
Review: Was overcharged as well as charges made to my credit card that I did not authorize. We were promised a full refund and have not received.
Review: I had reserved a U-hual trailer from the the location that is provided and upon picking up the trailer I was told that they rented out all of the trailers that day and I could either rent a box truck or go elsewhere. I had made my reservation via phone a few days prior so I felt as though this was a mistake on their end. Upon entering the store and inquiring about my trailer, I was informed that none were available to leave the state and my only option at that point was to rent a U-hual truck that would end up costing me an extra $1,000.00 plus gas for my move. My move did not require that much space and I surely wasn't happy to spend that money but I was told that was my only option. After my move I contacted the store and corporation and have been in contact with the manager of the store and she has told me that my reservation never existed and that her employees must have been "lazy that day" because in fact there were 12 trailers that were able to leave the state. So due to the stores laziness I had to spend over ONE THOUSAND dollars more than what I was originally quoted. I have still been in contact with the manager and she has stated that she doesn't understand why I am asking for the difference to be refunded to me. I told her that regardless if my reservation got mixed up somehow, I should have been able to rent one on the 12 remaining trailers. She keeps dismissing my complaint and is negating my side of the story. I'm not sure why I would have paid so much extra money if there was a trailer ready and available for someone to use. I have used U-haul in the past and have had outstanding customer service and have never had any issues with them or their employees. The one and only time an issue arises I am told that I am at fault and that I never had a reservation in the first place and that upon entering the store I only inquired about a box truck and not a trailer. In my opinion this is terrible customer service and I am extremely upset with how U-hual is handling this matter.Desired Settlement: I would like to be reimbursed for the difference of what I was forced to pay. I was quoted a trailer for around $350.00/$400.00 and ended up paying a total of $1,331.13 plus gas to fill up a huge box truck that I did not require for my move. I feel like asking for the difference is acceptable and should be given back to me due to their lack of customer service.
Review: On 6/10/13 I called Uhaul to help me with my move. I needed 8 containers delivered to my house on 6/13/13 and picked up on 6/19/13. I was told that it would not be a problem, and that I would be getting a phone call in the next 24hrs to inquire of any additional supplies I may need. I never received a call. I called them the day of the delivery and was told that they didn't have enough time and personell to deliver my boxes before the next three weeks. They said they wrote my phone number down wrong and had no way of contacting me. I asked them why they didn't email me. No response. I negotiated with them and they ended up delivering my boxes on 6/15/13 and wanting to pick them up the next day. They gave me less then 24hrs to pack up my 5 bedroom house, when I was specifically told that they would be picked up 6/19/13, six days later. I left town to Minneapolis.
Review: In 2007, I rented a truck with U-Haul. I received two separate charges for the rental. The first was correct, the second was incorrect. I disputed the incorrect charge in the amount of $515.63 and received a CREDIT FROM U-HAUL. Five years later, in June 2012, when attempting to rent a truck from U-Haul, I was told I could not pick up the truck until I paid an outstanding bill of $515.63. They forced me to put it on my credit card, which I did because they said they could not help me determine the cause of the bill and if I wanted the truck then I would have to pay it and then request resolution later. I have spent six months trying to resolve this issue. After speaking with 5 different people at U-Haul, all of whom declined to assist me (or even have knowledge of the charge, regardless of their department), I filed a dispute through Chase. That led to a request from U-Haul that I provide PROOF of the prior Credit. I went back and got the proof of the credit from [redacted] (the original card used). I faxed it to the number they requested. I called today, two weeks later to insure they had received it and that my new credit was bring processed. They told me that they would NOT recognize the credit from 2007, even though they issued it and that they would not be crediting my money back and then the rude customer service person hung up on me. They cannot hold my money hostage on a BOGUS invoice!Desired Settlement: I would like my $515.63 back. Thank you for your help! (also, I am filing the complaint against corporate because even though I rented the trucks from various locations, it is corporate who charged me and is unwilling to refund the charge.)
Review: I researched the correct uhaul location through google, and found the one I needed in the Bronx, NY, at [redacted]. When I called what I thought was a local number, I talked to someone who offered me a price on a day for the van I requested, which is advertised around town the same as a 10' truck, 19.95 a day plus miles. The customer rep suggested that if I'm only traveling a certain distance, that I could / should get a flat rate 70mi for about $120 for everything, otherwise it'd be about $1.60 per mile. I agreed. But then, I called back a few days later, realizing that I needed that 10' van for moving the furniture. I called and asked who I thought was the same person, about if I could switch the same price over to a 10' truck reservation change, he said yes. I said ok and went in to the Bronx store expecting that, but the guy said no to it. In fact, he first quoted like $2.10 per mile, which was a real slap in the face, making an estimate over $160. He said I'd have to pay whatever milage, and that flat rates only happen for vans. I got upset about it, and all he could say is that phone reps sometimes don't know or mislead customers of this story, but they don't work at his store, and the flate rate for trucks are not possible. He offered a name and I don't if it's the guy I talked to, it could be, the name is [redacted]. He must have assumed he could help out by offering less for the milage, so I left there at a rate of about $1.80 per mile.Desired Settlement: I paid with a card. I estimate I lost about $30-$40 of what rates were expected upon the call agreement. I want that refunded to the card that I used
Review: When I first reserved a storage unit with u haul I reserved a 10 by 20 when I got to the facility they did not have my unit available so I had take take 2 smaller ones and was expected to pay full price for each the manager of the store said he would try to discount it for me for the folling month when my first payment would have been due I tried to contact him with regards to this with no response so I emptied the smaller of my 2 units and kept the larger unit my payment per month is 1697.69 on may 29 I tried to contact the manager of the store cause I was 69 cents short on my credit card to make the full month of junes payment so I was trying to get the 69 cents deffered to julys payment or If it would be ok if I came in to pay the storage a few days late without having to pay the $15 late fee I never got a response from the manager I then went in on june 2nd to make my payment and they told me they could not take the $197 from the credit card and the 69cents in cash they called it a partial payment I asked to speak with the manager and was told he was not there Through the full month of june I have tried to contact this gentleman and had no response On july 3rd I went in to the u haul again and spoke with the manager and all he did for me is take off my late fees from the month of june I do not feel I should have to pay for that month or continue to pay I just want my stuff back and now they are claiming I owe them almost $400 I can not pay that I feel their customer service is very poor and something should be done about this Thery have taken advantage of the fact that I can not make it to the u haul storage facility at anytime I choose to rectify this matter myself I have spoken with william stenhouse the marketing executive assisstant as well and he has done nothing about this matter either this company is very unproffesional and very unorganised.I would have had my unit empty by the end of june had they have handled the situation properly.
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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