U-Haul International, Inc. Reviews (6748)
Review: Rented equipment to move. Had multiple issues involving both mechanical with the truck I paid for, as well as service, with horrible experiences both at pick up and drop off locations. As well as harassment. For example, we were scheduled to return the truck to a specific store of course, for some reason were receiving calls from 7 OTHER stores for several days even after we'd returned the truck. Callers were persistent and left threats. When we wrote to corporate about our negative experience (reference number # 343931), we received a phone call (Caller's name: Chris, out of Jacksonville Store) stating that we would get a credit of $49.95 back on the Mastercard we'd paid with. Never received credit, despite multiple calls to the store. Our calls were not answered at all, or answered by people who stated they could not help us. Wrote to corporate again, received reply from [email protected] stating that the case had been reopened with reference ID 335926, and promising we would hear from "the general manager within 48 hours". We never heard from him. Every attempt to contact him or corporate again, with reference ID number and Jan SLowtalker's email included went unanswered.Desired Settlement: I would like at LEAST the $49.95 refund that we were promised, at this point it does seem like this was all just false advertisement. What would be even better, is additional compensation for the fact that both store-level and corporate has blown us off and we are still having to take time to work on this 3 months later. Also because the truck ran so poorly it took us over 4 hours to make a 2 hour drive. We missed our leasing agent, had to pay for a hotel and food for the evening. Also, due to running the truck twice as long as should have been necessary had to put $100 worth of gas in the tank. Their providing us with a faulty truck cost us much more than the $50 service recovery they offered (and didnt come through on). Would really like some sort of reimbursement for the added expense we incurred by being put in a faulty truck. [Rental was 11.29 thru 12.1]
Review: I am currently an active reservist for the [redacted]. I'm pursuing my ** bill in music and needed to relocate out to [redacted]or school. I planned a trip f[redacted] my home state of [redacted] in intent to leave 0500 on September 11th 2013 being that my girlfriend who is also traveling with me for school had an interview in [redacted] that could of potentially landed her a great job. Seeing that I'm a Marine I also plan ahead and scheduled for a hitch to be installed on my vehicle a week prior. The instillation was scheduled for September 7th at 0700. When my girlfriend and I arrived at the [redacted] facility the associate had informed me that we were scheduled for instillation on the 6th of September. I showed the associate my email and text message confirmation showing that our appointment was the 7th not the 6th. Keeping in mind that I had already prepaid for the hitch, the associate tells me well we marked you as a no show and refunded your money back via check. We were also told that if we wanted to go ahead still with the hitch installation that we would have to leave our car overnight because there was no one that day to work on it. This was a bit of an inconvenience but we agreed to go ahead and leave the car and just accept that there was a missed communication on their end but mistakes happen. So we proceeded to leave the car and carry on.
Review: I rented a truck for moving purposes. First they forgot the dolly so I was not able to start moving on time. Then I had to come back up there in the truck to pick it up which put more miles on the truck. Then, the truck they gave us was not acceptable. The tail light was out, gauage was broken, and it did not drive good at all. I asked for another truck and they would not give me one. They laughed and said they have to rent every truck on the lot even if it is not in a good condition. I spoke with customer service their 1800 number several times and they stated that someone from the corporate office would give me a call. I never received one so I called back then they said the manager of the store would call. I never receieved a call so I called back again and then she finally called. This was about a week later. Once I spoke to her it did not do any good. She was rude, talking over me. She was even getting loud with me. She was not trying to hear what I had to say so I had to disconnect the call because we were getting nowhere. This was the most horrible experience I have ever had with U Haul and will not be using them anymore. From the call center to the local office.Desired Settlement: Refund
Review: My car broke down while my wife & I were vacationing in [redacted] & I chose to tow it home rather than have it repaired in [redacted]. I called the nearest U-Haul location to rent a truck & tow dolly to accommodate my car, a 2000 VW Beetle. The U-Haul representative assured me that the equipment I was renting was the proper equipment with which to tow my car, which rides very low to the ground. They provided me with a truck that had 3/8 of a tank of gas in it & I added $85.00 of gas to the truck in order to fill the tank, just prior to picking up my car from the mechanic & beginning the 190-mile drive home. Upon arrival at the mechanic their employees proceeded to push the car onto the tow dolly, AS INSTRUCTED BY U-HAUL, & it was immediately clear that the equipment would not accommodate my car. the under-carriage guard was torn off by the tow dolly, the front bumper was cracked & the right-hand fog light was broken due to the fact that the base of the tow dolly did not allow the proper clearance for my car. We immediately determined that we could not tow the vehicle home & had to leave it at the shop for another night to be repaired, return the equipment to U-Haul, check back into the hotel for another night, miss an additional day of work (my wife and me) and pay to have the additional damage to my car repaired. U-Haul informed me they would reimburse me for our rental costs upon returning the equipment but WOULD NOT reimburse me for the $85 of gas I put in their truck. They said the best they could do was send me a $40 credit. Upon my return home I continued to pursue the total reimbursement for my gas & repair expenses ($380 to replace the under-carriage guard & a quick-fix glueing of the bumper & fog light). U-Haul passed along my claim to their insurance carrier & I was later informed by their insurance representative that my claim had been denied on the basis of them insisting that they had provided me with the proper equipment. If this was indeed the case then why was my car so significantly damaged? As for the gas reimbursement, U-Haul eventually agreed to reimburse me for HALF of that expense, $42.50. I find their response in this matter to be completely unacceptable and am pursuing full reimbursement for my gas & the expenses to repair the damage caused by their equipment.
Review: I rented a trailer that I drove from Anderson, SC to Charleston, SC that took me 7 hours to get home because I couldn't drive over 45mph on the interstate. The drive alone was unsafe for me and others on the because the trailer would sway all over the road. It took me 3hr 30min to get there and 7hrs to get home. Upon reporting the issue and asking for a refund for my business I gave u haul about 3 weeks to process this. I keep getting pushed around to different people and no one helps. I also told uhaul that the trailer should not be on the road because something was wrong with it (ive towed many things for my company and personal with no issues). I also returned my first trailer to a different location in Anderson, SC that day as well. I rented a trailer that was supposed to be 12ft long and it was only 11ft 4inchs and I had to have the full 12ft. I had the trailer for no more then 15 minutes before I returned it and was told I would get a full refund. Upon looking at my credit card statement I was charged a 2 day rental for 15 minutes. I also brought this to uhaul attention and same thing I've been passed around to multiple people with zero help. All I wanted is a refund for the wrong trailer and a faulty trailer as well.Desired Settlement: Full refund of both trailers. One being a faulty piece of equipment, a danger to others and my self, and other for false advertising.
Review: 02/15/15 Sun. approx. 11:00 AM: Rented U-HAUL Truck: ###-###-####; from employee [redacted]. Estimated cost $62.32 to cover mile, destination CubeSmart self storage + logistics [redacted] (PH#: ###-###-####). TOTAL DISTANCE DRIVE FROM U-HAUL 02/15/15:a) 1ST STOP 0.7 MILES (3 minutes): Load truck at [redacted] FINAL STOP 3.8 MILES: CubeSmart self storage + logistics 02/15/15 2:00 PM:1st CALL to [redacted], related driving to storage; water level indicator on, hard to steer and breaking, engine light indicator on, driving stalling. [redacted] related, that's bad, call Emergency 800 to report. Turned off [redacted], due to unsafe condition of veh. Also concerned for safety of passengers if veh. stopped on busy [redacted]. Wanted place veh. in safe location accessible for maintenance and/or tow service. In summary, upon arrival to storage facility, contacted Emergency PH#: ###-###-####; report taken.[redacted] contacted again with status of truck, being left at storage facility lot. U-Haul Key left inside truck under seat for tow truck personnel as instructed by Emergency Office. [redacted] said he would let his boss [redacted] know what occurred with truck; that I should be compensated or charged removed. For me not to worry he would handle everything and contact me. Since rental on 02/15/15, I always contacted [redacted], expressing my dissatisfaction of no resolution by [redacted]. I was charged twice; $62.32 and $49.14. [redacted] did not know why I was charged twice and said he would speak with his boss [redacted] again. Stating [redacted] is busy, doesn't know what [redacted] is going to do, but will let me know. 02/20/15 Fri. 2:23 PM-5 DAYS:Called [redacted] again expressing my concern of over billing, my complaint not resolved by [redacted] said call ###-###-#### and they would take complaint.a) Filed complaint with male rep. stated it would take 3 business day for District Mgr [redacted] to respond. b)Called [redacted] back related I'm unsatisfied this same [redacted] who hasn't resolve complaint. [redacted] said, hun I'm driving and hung up.Desired Settlement: I would like to be totally refunded: $111.46 (gas tank full)a) original rental cost: $62.32b) over charge: $49.14Was not able to complete moving planned. Could not drive truck into truck off-loading dock area inside storage building. Had to walk from truck outside, back and forth with large furniture, couches, that was such and inconvenience, as well as very cold temperature, and the wind caused much adjusting while items tend to blow away and/or off pallets. Totally unprofessional.
I will never utilize U-Haul's services ever again and I have already informed all family and friends to use any other moving company in their future moves. My husband and I moved from Edmonton, Alberta, Canada to Toronto, Ontario, Canada at the end of August on the long weekend this year. We had phoned the U-haul store prior to picking it up to make sure that their trucks had working adapters, and we were told that they would. We received a rental truck (17feet) that was extremely dirty and a tow-dolly for our car. My husband tested the adapter in the truck to make sure it was working so that we could have our cell phones charged for our long move in case an emergency happened. It did not work, so the U-haul store told my husband that he would have to drive the U-haul rental truck to their southside location to get it fixed. My husband drove it there, waited, and nobody there was able to fix it. So they sent my husband to drive the truck to another location, and so he did. They were able to fix it at that location, by this time it was late afternoon. We had scheduled our friends to help us move that day at 2pm, however due to the fact that the truck was still getting fixed we had to cancel it and move everything ourselves (my husband and I only) that evening when we got the truck back to our house. The next day, we went to leave and hook up the tow dolly. What a surprise, the tow dolly was broken. U-haul had saran wrapped one side of the tow dolly to try and keep the parts together because a washer or some part was missing. I called the U-haul store and asked if they could fix it or deliver a new tow dolly. They told me that they were extremely busy and didn't know if they would be able to fix it that day and they couldn't get us a new one. They said I could take the tow dolly to their southside location and wait there to get it fixed, but they said it could take a while there too. I asked if somebody could come fix it on site, and they said they have roadside emergency assistance but they weren't sure how long that would take either. I called the emergency assistance line, waited on hold, got through to an agent, and requested assistance. A man came to fix it about 1.5hrs later. He fixed it, and by this time it was late afternoon again. I called and made a formal complaint with U-haul after we moved on Sept 13, 2012 and they said somebody would contact me within 3 weeks. 3 weeks passed, I called on Oct 4, 2012, and an agent told me that there was a note on my file that an employee had left a message with me. I never received a message from a U-haul agent on my phone. The agent transferred me to this employee's number, I got through to this employee who said that she has never seen my case, upon which I briefly summarized my complaints, whereby she then said again that she has not seen my case yet but that she "would remember a case like that". She told me that she would look into it and get back to me by the end of that day. We confirmed my contact number and she had the right number. I did not get a call back that day. I called back the next day, Oct 5 2012. The employee said she hadn't looked at it yet but will get back to me by the end of that day. She left a message that day saying she had a resolution. I called back within 10 minutes of the message, got no answer, left a message. No response that day. I called her on Oct 9, 2012, left a message as there was no answer. I called again that day, reviewed the case with her again, she said she could refund me for the tow dolly but that's it, as the adapter "does not impede the vehicle" and it's "not a government regulation" that their trucks have working adapters. She said she would investigate further the adapter getting fixed at the two different uhaul sites and call me back. I called back Oct 16, 2012, no one answered. I called back today, Oct 18 2012, and she said the same things and only refunded me for the tow dolly. Overall, it was a completely unprofessional experience, the employee told me it was "not necessary to get upset about this". At the very least, please respond to consumer complaints within the time frame that you dictate.
Very poor customer service. Took over a half an hour for someone to help pay a bill. Now apparently they make a note that I can never rent another truck from uhaul due to there poor service. I will never use this company again. This is twice I have used them in the past 2 years and both time very very poor service.
Review: I rented a 14 foot truck from this location on Saturday 12/14/2013. I decided to also take the insurance option that was offered as well @ $14.00. I had also rented a four wheel furniture dolly from them for $7.00. The truck was brought to the front of the store the sale person opened the back door and threw it in. He gave me no instructions and simply walked away. I returned the truck on Sunday morning @ 9:10 AM. The gentleman that was assisting me noticed the "standard" furniture dolly was missing when he inspected the truck. I told him he might be in my garage and I would look and return it that day. He "closed" the contract with my charges totaling $346.66. I never was presented the opportunity on Saturday to inspect the vehicle to determine if the dolly was present on the truck. I checked in my garage and the dolly wasn't there. I contacted the people who unloaded the furniture at my home and they indicated they didn't use a dolly. I had made two stops to pick up furniture. One was a private residence and he I witnessed him use his own dolly. The second location was a furniture store and I was inside when the items were loaded. I had to wait until Monday to check with the second location and they advised me they used their own dolly to load the furniture. I called the U-Haul location and advised I was unable to locate the dolly and the person I spoke with said they would check with their manager and call me back that day which never happened. I called several days later and asked for the mgr to call me and she never did. I assumed there wasn't an issue based on the fact I never heard back after 2 attempts on my part.Without my approval or notification the mgr credited my debit card back the original $346.66 and then charged the same card with that amount plus $75.00 for the non-return of the dolly. I saw the charges when I reviewed my online banking statement and immediately called and spoke with the manager [redacted]. She said I was liable as it was my duty to inspect the truckDesired Settlement: First, I feel the business operator should instruct their employees to review the equipment included on the vehicle and then allow the customer to inspect it prior to leaving their premises. It does state in the contract that is my responsibility however I have never rented a truck this size and didn't know the dolly was part of the existing equipment.Second, the business owner should NOT be allowed to any apply charges to my card without prior notification or my ap
Review: I rented a trailer from [redacted] To [redacted]. I had a 4 day rental. I believed we picked up the rental on August 3rd and we were to drop if off on the 6th of August. On the 6th of August we dropped off the Uhaul sometime in the afternoon. I went in and got a worker from the 5oth street location. the worker came out and told us to pull up and drop the trailer off here. We pulled up. The worker unhooked the uhaul. We asked do you need anything else and they said nope we will handle it from here.
Review: I rented a uhaul from an authorized uhaul dealer on November 30 and when we got ready to leave to head to the new apartment, the uhaul broke down and we had to wait for roadside rescue to come thus we lost 2 hours of time. Because we did not make our move in time, we were charged a late fee. I spoke with the dealer about being compensated for the loss of time which resulted in the $50 late fee, however, he didn't seem to think it was an issue even though it was due to the uhaul breaking down that caused the delay.Desired Settlement: Since the dealer refused to reimburse me for the fee, I now want a refund for the entire purchase which was 98.00. Thanks
Review: On Saturday of May 10,2014 I went into U-Haul Renters in Salem,MA which was the most unprofessional service.I [redacted] I wanted a a 17' truck instead of a 19' truck and I was very apologetic about it although she seemed annoyed. She pulled up in the truck I wanted left the engine running and did't say anything to me until one of my two associates pointed out she wanted me in the store I then quickly jumped in the truck to turn off the engine so gas wouldn't waste. She went to quote the u-haul price to me which was higher and incorrect which I pointed out and she fixed it. The rep went on to mention she was in a recent car crash and totaled her BMW. She proceeded to ask me if I wanted insurance I asked her how much is it and she told me $45 dollars I replied absolutely! she didn't explain the insurance did not cover overhead! then she rushed me out and which I got back on the truck had to point out to her the gas was under halfway which she had to make corrections again. I returned the truck to a Yonkers,NY location which [redacted] the supervisor after calling to make sure I didn't get charged for the gas since I returned it at the same level given told me that the truck head a Gash in the roof top that was very clear to see? I then tried to reach the Salem store which took almost two days of calling customer service. I finally reached [redacted] the Salem Gm 5/13/14 which seems to be of help however, it seems this company doesn't have a proper way of doing things "not on the same page of business at all! I called corporate 5/14/14 and spoke to a [redacted] whom was really rude and careless on the phone and was no help and referred me back to the Yonkers,NY manager [redacted] who is just trying to charge me for damages without even contacting the Salem,MA office. so now I am lost in the shuffle waiting for some mechanic to call me as per Joan! Corporate cant help me! The Salem office is taking no responsibility! I would have never rented had this girl from the Salem told me insurance was part coverageDesired Settlement: Honestly with the stress of my parents sick; My family needs me to help unpack; I can not function and I don't feel it's right for me to go through this and have to pay damages which insurance doesn't cover and nothing was made clear to me! just an unhelpful shaken up rep from a car accident! I demand a refund and U-Haul whom has their own shops fix their own vehicles and we part ways for good! I don't want to deal with them nor pay them a dime! I demand justice!!!
Review: U-haul did not show up for the move due to them not having available equipment. Employees in the store promised to take care of things and the manager did not honor it. He said that he cannot be responsible for the things promised by employees. The employee was acting as the store manager, but apparently was not the store manager.Desired Settlement: Refund the fees incurred to reschedule the move.
Review: I rented a truck from this location last Friday, July 12, 2013. I went in and did the paperwork, then picked up the truck later. I had it scheduled for six hours, but returned it in about 2 1/2 hrs. I paid 29.95 for the truck, 14.00 for insurance, and 1.29/mi. driven. I was billed 91.71 for this. We put 20mi. on this vehicle. The gas gauge was on 3/8 full when we picked it up, and we put in 2 1/2 gallons of gas when we were finished which put the needle back to the 3/8 mark. I called the location when I received my final bill and asked them why it was so high. I was charged 23.oo for a "fuel fee" for not putting in gas. We DID put gas in it. I was telling a friend, and they said this exact location did the same thing to them. First of all, who rents a vehicle that is not full? This seems to be what they do to make more money. I want my 23.00 refunded. This is terrible. Regards, [redacted]Desired Settlement: DesiredSettlementID: Refund
I scheduled an appointment to have a hitch installed and was given a time for the installation. This location was 2.5 hours out of my way so I called multiple times to confirm that the parts were available and the installation time was accurate. The last call was 30 min before the 5:30 appt. When I arrived the attendant confirmed that indeed I had the appointment but the person who does installs had not come in that day. No one was able to install the hitch. Despite multiple calls, no one told me the work could not be completed as scheduled. No manager was available. When I called back the next day, I spoke to [redacted] who was very unprofessional and essentially laughed and said "what do you want me to do about it". The manager is [redacted]. The staff are poorly trained in dealing with customer service. I was very disappointed that Uhaul would allow this level of incompetence in delivery of service.
Review: On I-90 in the early hours of November 16, our U-haul truck began to malfunction. There were absolutely no warning or signal lights, we were on dead flat terrain, and the gas tank was 1/4 full. About 15 seconds later, it was completely dead. If we had not been in the right lane near a shoulder, we surely would have been in a fatal accident. When we called U-haul "road side assistance," we experienced an indefinite hold. The hold message instructed us to visit U-haul's WEBSITE ... which we ultimately did in desperation on my iPhone, only to find it would not move past the log-in screen. When we finally reached a representative, we had to repeat every piece of information three to four times. She then began trying to find a mechanic to try and "fix" the vehicle, though it was 2 a.m. on a Sunday. We had the impression she was literally going through a phone book, as apparently there are no mechanics contracted with U-haul. We were not kept on the line, but instructed she would "call back" within the hour. The temperature was quickly plummeting, and our seats shaking with each passing vehicle .... But even when I stated this verbally, there was no acknowledgement on the part of the representative we needed a quick solution. After waiting over an hour, and after more indefinite holds, I asked to speak with a manager. She finally began the search for a tow truck. After two hours, we were so cold we gave up and called 911. A kind trooper took us to a hotel (commenting himself he could not believe U-haul made no concessions for the cold)which was apparently not the hotel U-haul assigned to the tow truck company, which necessitated a greater and greater numbers of phone calls. I believe it was about 5 a.m. when a tow truck finally dragged the contents of my home into a parking lot in Elgin, Illinois. I was still trying to warm up and there were yet more phone calls to negotiate the hotel bill. The next day we discovered the gas gauge in the truck did not work, and so while it indicated 1/4 of a tank and there were NO WARNING LIGHTS, we had run out of gas. The events naturally threw off our entire schedule, we missed our appointment with the men unpacking the truck, and I ended this trip mildly traumatized. When I tried to call U-haul to file a complaint, there were technical problems with their phone line and it took multiple calls. I was directed to an online review form, which resulted in nothing. Finally we emailed the company. After an indefinite delay and apparently a man forgetting to process the request, U-haul refunded us $300 out of $1,239 (which we are actually still waiting to show up on the credit card statement). I will never use U-haul again for the dreadful nature of their roadside assistance and utter lack of concern for the lives of their customers. Other secondary notes: The truck was not clean upon pickup, and did not include any of the documents or manuals it was supposed to come with (which we were informed of upon finally dropping it off).Desired Settlement: I hope U-haul will review the errant condition of its trucks and inhumane and abysmal roadside protocol. Never at any point during this experience did we feel U-haul prioritized our safety. But at minimum, considering the horrific nature of our trip, we expect a full refund. We find it appalling we even have to ask.
Review: I reserved a Rental Truck on the U HAUL website. At the time of placing my reservation, I was informed by the site that "$50 reservation guarantee: 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." I booked the reservation and secured it with my bank card. The reservation was confirmed by email. However, when I went to pick-up the truck, it was NOT available. The person at [redacted] sent me to another location which was [redacted] U Haul. The people at [redacted] didn't even know I was coming there to pick-up a truck. After 45 minutes or so, I was able to get a truck and go. This was a huge hassle and NOT part of the guarantee. So, when I called to follow-up on my %50.00 cash compensation as clearly stated on U Haul's website, I received the royal run-a-rounds. The person on the line tried to offer me some kind of discounts dollars to purchase goods from U Haul. I refused the offer because I wanted the cash that was promised. Then the person referred me to [redacted] - Manager. He was suppose to contact me within 48 hours and never did. I had to call the [redacted] again to find out what the problem was. That person gave me [redacted]'s cell number. I called him several times and finally reached him. He totally tried to tell me that I did not qualify for the $50.00 compensation as stated on U Haul's website. He tried to refer me to frequently asked questions which had NOTHING to do with the statement made by U Haul's website at the time of booking. (You have to go all the way to the end of booking in order to get this msg) It did not say "Read FAQ to discover we will NOT keep our promise. This is just a marketing ploy...we really don't care about your business". [redacted] refused to accommodate me and now I'm taking action to get the $50.00 as promised.
Review: I reserved a 10 foot cube van from U Haul via their website more than one month in advance of my move date. I had very limited assistance and time with this move, and therefore thought it prudent to ensure the truck was reserved well in advance.
Review: After signing a contract stating the distance I would be driving, the representative says I drove 100 miles over the contracted limit.
Review: Due to a Lack in communication/improper practices in U-Haul Services I was taken advantage of. My bank account was illegally charged.
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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