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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: extremely rude customer service from [redacted].

Picked up a U-Haul truck at the location on 1/13/2015 at this time the vehicle had trouble starting as witnessed by the employee. The employee advise what to do with the U-Haul were to break down. During various times throughout the day the U-Haul had trouble starting because of this and other reasons we were not going to be able to make our scheduled 7 AM drop off. When realizing that we would not make the drop off I called the one [redacted]-number to ask if this would be okay and to also advise of the mechanical issues were having. The Lady I spoke with on the [redacted]-number told me it would not be a problem to drop it off late. At 7 AM we received a call from the U-Haul location asking when we would return it. We told them the problem and said we still need to unload the truck and that it would be a couple of hours. I received a call one hour later from [redacted] asking when the U-Haul would be returned. I told [redacted] the U-Haul is currently being offloaded at another location and I was not sure how much longer they would be. He asked me if it would be back by noon and I said yes that should not be a problem. [redacted] then proceeded to lecture me about how another family and their kids are waiting. I again reiterated the problem we had and he continued to be rude. I then asked [redacted] if we would be charged a fee for dropping it off late and he told meDesired Settlement: I would like an apology from the employee [redacted]. I would like if the company could review proper customer service with him. I would also like a partial refund for the mechanical issues the truck had.

Business

Response:

March 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She relayed to our office that Ms. [redacted] came into our [redacted] U-Haul location on March 13, 2015 without a reservation and requested a 26-foot truck for her move. In order to fill her request, she was advised that the truck would need to be returned for a another families move that had a previous reservation for 7:00 am the next morning. Ms. [redacted] singed the contract agreeing to these terms. The next morning when the truck had not been returned, our Traffic Department contacted Ms. [redacted] to see when she would be returning the truck. She was told our next customer was being inconvenienced by not having the reserved truck for their move. We apologize if this came across as rude or threatening. We were merely trying to stress the only reason she was allowed to rent the truck the day before was because she agreed to have it back in time for another family that had made a reservation and was depending on us to provide them with a truck to make their move. Our records indicate Ms. [redacted] did call our Emergency Road Assistance line to report the truck was slow to start but had no issues while driving the truck. We show no further calls from the next three rentals reporting any issues with the same truck. When we made contact with the alternate contact listed on the rental agreement, we were told they were keeping the truck all day. We then relayed they would be charged an additional rental period. During that same conversation, we learned that Ms. [redacted] had actually rented the truck for a friend and she was not with the truck. Ms. [redacted] stated that all charges are valid and we followed policy when trying to get our truck returned for a reservation that was made by another family.Again, I do apologize for any experience that came across as rude. 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: November 29th or so I rented a size 10 Uhaul truck at the location below because I wanted to pick up some items at the Macy Clearance center in Long Island. I brought my friend [redacted] along who drove in order to help assist and therefore he being the one who registered with his drivers license. We pick the U haul truck up at 9 in the morning and we depart on our way to Long Island. Everything was fine at first until gary pointed out while driving that the engine felt weird. I asked him what he thought was weird but he said he didnt know that maybe it was because he had never driven a U haul truck before but at that time everything else was going well so we didnt seem to have a problem. Now we get there get the items we came to get, load them into the truck and head back on our way. Getting there other then the little concern we had while we are on the highway was not the problem but coming back as we were soon to find out was. We literally drove not more then 2 blocks from our arrived destination turning into the turnpike that was next to the mobil gas station off of 3 jericho road when the horror started; the car seizes. Initially as he started to turn into the turnpike I was wondering why it was slowing down and I even thought it was him, only for him to tell me that he doesnt know what was going on. He has a 2 yr experience as a car technician so the first thing he does when this happens is check the battery to see if that was the problem which it wasnt. Checks to see if the gas tank may have been empty which it wasn't. Opens the hood of the car to check to see if there were any mechanical problems that we didn't know about and he didnt happen to see anything so the conclusion we came up with was that it may have been some disruption in the fuel pump. We tried to cut the car back on with SEVERAL of times only for it to make noise without the engine turning over. Frustrated as I was I called the Uhaul representative Laurey on roadside assistance to let her know of the situation. She cooperates just fine with me and immediately tries to help. After speaking to her at least 3 times she tells me she finally got in touch with a tow truck driver and that he would be there in about 45 minutes to an hour ... Still frustrated I asked if anything can be done any sooner and she says thats the best that they can do. Fine I wait in the car scared only of the thought that if I wasnt in it might roll off that turnpike hitting passengers cars on its way down unto jericho road and we didn't want that to happen. So we wait from when the situation came about at 1143am or so right into around 1 with a few calls in between with laurey only for her to then tell us that there was a miscommunication with the driver and that it might take another hour and a half before he gets there now .... Understandably I get even more angry now because my friend has work that day and we should have returned the trucks and been home by now; still I maintain patience and say ok. The driver calls us and first of all, he doesnt even know where were at. Second, after having to tell him that we were by the mobil station next to a turnpike on jericho road which we had already told roadside assistance, he then continues to ask us what other landmarks are there. Angrily we tell him Starbucks. Fine he hangs up the phone and we continue to wait on top of a turnpike. At around 230 or so we finally get a call from the driver telling us that he is here. We meet him only for him to come to the scene and tell us that he can't go on that turnpike since it was franchised or that commecial vehicles weren't allowed and the only thing you can do is call another truck which will charge you $125 out of your pocket to move the Uhaul truck or push it down that turnpike/hill unto jericho rd where from there he can finally pick it up. Thinking about the fact that we didn't have any more money and we didn't want to be stranded here again until night we started pushing the car down the hill. [redacted] was navigating the wheel with one foot was out the vehicle and another on the brake while I was in the front of the car pushing. We go to the guy again and said that you can hinge the back of the truck to your pickup and clear it easily within a few seconds but he refuses which makes us go back and continue to push. We get about 50 feet down seeming to make progress when the near tragic happens. We close in unto jericho rd risking our lives pushing down the hill where SUVS, cars and even construction trucks are coming up that turnpike until we hit a bump that with sheer force we were able to push it over, or so we thought, until the trucked leaned back halted and then heaved forward and then back again and in the process of this me feeling like my arm came out the socket in the process accompanying a sharp pain. From there I let go only to see my best friend struggling to hold up a truck going down a turnpike in the midst of cars fighting for his life to steer the truck back into control with nothing I could do. His left leg that was out the truck must have been ruptured in the process of the truck sliding down almost all the way into jericho road because he yelped as he tried to kick the very stiff brakes of a truck that was off. As I braced myself for the disaster to unfold due to the ongoing traffic at the bottom of that turnpike and my friend who was still stuck in that car miraculously, he was barely able to get ahold of the brakes with the combination of hitting another sidewalk that was engraved into the turnpike slowing the truck down which not only saved the truck but the catastrophe that would have proceeded with tons of cars had the truck rolled into heavy traffic below. I immediately after the incident check whether to see if he was ok and he literally looked tramautized kind of like he thought that was going to be it. We for a few minutes tried to maintain composure and eventually after puting the trucDesired Settlement: $12,000 that will be needed especially when I tried to talk things amicably with one of the head guys by the name Jim who refuses to answer my calls because he knows there in the wrong for what they did and also for physical therapy since my shoulder till this day has lingering pain that needs to be checked out. Last but not least the compensation I feel I should get for the whole experience described above.

Business

Response:

March 12, 2013

Thank you for your concern for our customer Mr. [redacted] and Mr. Gary Wright-Leslie, whose name actually appears on the rental agreement.

Ms. [redacted], our GM of our U-Haul Moving and Storage of Parkslope, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] the first week of December 2012 and offered her apology for the problems he incurred during his rental. She explained we would never recommend or advise our customer to push the U-Haul truck. The tow truck that arrived could not go on the highway and that was why he was told an authorized highway tow truck would need to tow him off the highway and U-Haul would reimburse for the expense. Mr. [redacted] did want to front the expense, therefore, he chose to push the truck off the highway himself. Ms. [redacted] apologized again and advised him she would issue a refund for the full amount of the rental. She also offered the telephone number for RepWest Insurance Company if he wished to file a claim for the medical issue he states he endured. A credit for the rental in the amount of $125.76 was issued back to his Visa account on December 3rd and should have already posted to his credit card account.

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 9452507, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I am not satisfied due to the fact that when filing the BI claim no one even responded to it and I still feel I was not properly compensated based on all the facts previously stated and will not let it up until I am so.

Business

Response:

March 26, 2013

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

Ms. Shawn Richardson, our Executive Assistant for the U-Haul Company of Brooklyn, reviewed the information Mr. [redacted] provided. She reiterated that a full refund was issued for the rental and as far as a resolution for the medical claim, they need to keep in contact with RepWest Insurance Company.

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

Review: Bought 12 wardrobe boxes @$12.95 ea from my closest uhaul dealer listed on uhaul's web site. Tried to return them unused to a uhaul dealer in [redacted] and they refused them saying that they had to have been purchased from a "company owned store". That policy is not shown anywhere on their site. It just says "100% guaranteed buy back of any unused boxes".Desired Settlement: Just do what you advertise. Buy back my boxes.

Business

Response:

October 2, 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 [redacted] regional office, followed up on the informaiton Mr[redacted] provided. He informed our office he advised our U-Haul Center GM to issue a refund to Mr[redacted] for the 6 boxes that were unused and in good condition.

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: Renting a storage unit. Been making payments up until October when I was told that I could not make payments anymore and that my property will be auctioned unless full payment was made. I have been making partial payments since this account was opened. Auction was supposed to happen Oct 13 2013. On oct 13 2013 I attempted to make a payment over the phone because was out of town for a family emergency & was told that I had to come into the office & could not make a payment over the phone. The next call I get from them is a month later saying again that my storage is behind & will be auctioned. I thought it was already sold in Oct.so now the balance is even higher than before and now I really can't afford it. When I tried to make the payment over the phone it was not accepted. I call the 800 number to complain and they make a conference call to a man named [redacted] who was very rude and accused me of refusing to pay when it was his staff that denied my payment. I was in tears on the phone from the accusations that this man was accusing of when I have been trying to make payments this entire time. I was then told that the full payment of now $600 in order to get my belongings. I have been trying to make payments to bring the balance down lower for months now & everytime they are denied because its not the full balance. Now I am getting phone calls & emails saying they have an offer or deal. I have been trying to make a deal with them this whole time and mmake payments on this account for months. I can not afford to lose everything my kids & I have. I'm already a single parent that's enough already. How can they deny me of making payments then but now make an offer? That is not right at all. & how can I be sure that my belongings are still in the unit as I left them? This auction was supposed to happen in October. My next step is to speak with an attorney. There are important things in that unit that mean alot to my kids things of their deceased father are in there & that can not be replaced EVER.Desired Settlement: I would like to be able to get my property & be sure that ALL of my belongings are in the units as I left them.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her storage concerns. Ms. [redacted] relayed she had no way to pay the balance on her unit or to move out. Ms. [redacted] asked Ms. [redacted] to call her if there was an immediate change that would allow us to resolve the issue.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

I have NEVER had such an awful experience as I did with UHAUL today. Because of a BALD tire(driver rear) the vehicle was stuck. According to Officer Randall with the Kansas City Kansas police department the truck was "defective for operation" the Uhaul driver that came to get the truck that was stuck called me a "lying troublemaker" and took the truck from my possesion, I was left with movers I had paid and no truck and all trucks in the city were sold out until June 3rd. I was spoken to in a disrespectful and hostile manner by EVERY employee except Sara(she is in the roadside dept).

Not only did Uhaul (UBox) overcharge my account by 150$, but when I called to set up my reservation and clearly stated time and time again I HAD to have my UBox delivered by May 25 they proceeded to tell me May 18th was a sufficient day to load and drop off my box. Not only were they completely wrong about the amount of time needed but they reserved THREE boxes for me instead of one. Come May 14th I find out that my order for the 18th will no way make it in time so I have to take the day off of work to scramble and pack my apartment up to deliver my box on May 15th in order to ensure on time delivery. To add a cherry on top of this already wonderful experience my UBox sits in Austin until MAY 24!!! I have officially beat my shipment to Nebraska and have been living without my belongings for 3 weeks. Every single person was incompetent and would not assist me. All of them saw no error in what they did and clearly did not understand the urgency of my calls. Horrible experience!! We will see when I get my belongings...if ever.

Review: I called my local U-Haul rental place on Wednesday 7/23 to make a reservation for a 26' truck I needed to move on Saturday 7/26. I called U-Haul Moving & Storage of [redacted]. The man I spoke with said they did not have a truck of that size available at their location but another local U-haul place did. He made the reservation for me to pick up the 26' truck on Sat. 7/26 at [redacted] at 8 am. On Friday 7/25 I received a call from the same man from U-Haul Moving & Storage telling me that unfortunately the truck would not be available because a mistake was made in the system. The customer that was to return the 26' truck had accidentally put 3 am instead of 3 pm as the return time. He gave me the number to call [redacted] directly to work something out with them. I called [redacted] and spoke with [redacted], I explained with I was told and asked what would be available for me. She told me that there was nothing close to the size truck I needed in all of [redacted]. that the only size truck available was 10'. I asked if there was a 26' or 24' truck available in a near by [redacted] that could be brought over, she told me that wasn't something they could do but offered me no alternative for their mistake. I asked to speak to someone else that could help me and she told me that she was the manager and there was no one else that I could speak with! She was rude and insensitive. I called U-Haul Moving & Storage again, spoke with the same man, explained that [redacted] was not able to offer me anything even remotely close to a resolution for their mistake. He ended up renting me a 17' (which was available at [redacted], even though [redacted] had told me there wasn't) at a discounted price. I checked U-Haul's website and they guarantee their reservations if not then it states they pay you $50. I've called to get more information and get transferred around. I sent an email complaint on 7/28 explaining the same and haven't received a response.

Product_Or_Service: truck rental

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

U-Haul company website states '$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 would like U-Haul their policy since they couldn't honor my reservation equipment.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

Our records indicate the $50 reservation guarantee was refunded to [redacted] on 8/7.

The credit should appear on her next credit card statement.

We truly apologize to [redacted] for her recent experience with our company.

Our customer 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:

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,

Rented a cargo trailer for 5 days, then decided I didn't need the trailer, so I returned it the next day. Called to ask about the refund for the four days I didn't use the trailer, they said they don't give refunds, but what they could do was refund the money and charge me for the one day plus charge me 900 dollars because I didn't return it to the place on the contract. Not only did they have the trailer, but they could also rent it out and get more money. Which is technically stealing the money from people, I will never ever rent from them again and will let everyone know what happened so they can be warned about how they operate.

Review: When I arrived to pick up the truck was advised if I didn't accept their insure a $500 hold would be put on my crdit card for 3 bus days

Dec 27th reserved a truck online and declined their supplemental insurance. when I arrived to pick the truck up I was informed I either had to accept their insurance or a $500 hold would be placed on my creedit card for three bus days. I contacted corporate office and they said that is not company policy...I filed a formal complaint and was told I would be contacted. I never wasDesired Settlement: I want a refund of the $15 I was charged for the insurance I should not have been charged. Even according to their corporate offices I sould have been allowed to decline.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].According to Mr. [redacted]’s rental contract, we deducted the $14 Safemove Protection fee at the time of return.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: This is a u haul location. I rented u haul on November 15th 2014 and put 61 miles on it. I was charged for 167 miles. Over 100.00 overcharge. Business has not returned calls to me and has not refunded my money.Desired Settlement: DesiredSettlementID: Refund

I want to pay for what I used and not for a extra 106 miles that I did not use.

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [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] an email explaining she tried reaching him by phone but found his voice mail was not set up so she could not leave a message. She asked that he call her to discuss the mileage issue.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 Uhaul which had an empty tank when I picked it up in [redacted] - The clerk helping me in [redacted] didn't have me sign ANYTHING regarding the gasoline level... When I returned the truck the same night, I left it with just around a 1/4 tank of gas in the tank. The next day I get a bill from Uhaul stating they are charging me $70 for gas charges!!!!!!! This is theft and absurd! Unless they can provide me with a signature stating I agreed to any kind of gas level before leaving the [redacted] office, I want this money back on my card ASAP!Desired Settlement: I want the $70.00 charge for "gasoline" put back on my card. I also want 1/2 the amount of my entire order refunded for such horrendous customer service. The last time I used Uhaul I was given a $25.00 gift card because they tried to steal money from me then... They need to be investigated if this is what they do to every customer.

Thanks,

Business

Response:

June 20, 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. He informed our office that the contract and the the dispatch tag that were both signed at time of rental shows the fuel level was at 3/8 of a tank. The truck was returned with 1/8 of a tank. In the interest of customer good faith, a refund for the $30 service fee to refuel the truck was refunded along with $25 for the VIP Certificate. The refund should post on Mr. [redacted]’s next credit card statement. No further refunds will 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

Review: I rented a 20 foot Uhaul from [redacted] in Annapolis MD, was told my 3 bedroom house would fit in this size. Also rented a 2 wheel tow behind for my 2013 Ford Fusion. When I got to the rental place I told the representative the truck did not look 20 foot. He said that it was, so went back to the house in Pasadena Md, proceeded to load the truck, filled the truck to the ceiling, could not get all my household items in the truck. I then took everything out and repacked it to the ceiling again, still 1/4 of my household would not fit in the truck. This of course took all day, I then had to drive the truck to Canton Ohio. The tow dolly would not accommodate my vehicle, tried 3 times to get my vehicle on the tow dolly, the wheels were falling off the sides, tried everything to get this vehicle on this dolly. I have to go back to MD by Sat., Aug 10, 2013 to pick up the rest of my belongings or forfeit them, which is not an option. I have worked in the military for too many years for that to happen. I had contacted Uhaul on Monday to get a resolution, I have got the run around from three different divisions of Uhaul. Resolutions, [redacted] international and resolutions again. Every time I spoke to someone they said this issue will be resolved and I will be getting a phone call back within a few hours, which never happens, I have had to call back every time. Now they are saying that they cannot do anything until Monday when the manager comes back from his weekend. This is not acceptable. I now have to go to Maryland tomorrow Sat. August 10, 2013. Rent another haul which will cost me another 500 plus to get the rest of my belongings they said would fit. I am very upset with the treatment and told them repeatedly I needed this resolved by Friday, now today they said not until monday. Well I want the tow dolly charges given back to me and I also want reimbursed for the second UHaul I have to rent tomorrow and all my gas milage from the two trips in both vehicles. I also want a partial refund for the first truck that was rented. This has and is causing me a great deal of distress. I have given them plenty of time to get this resolved but am now putting it in someone else's

hands. I thank you for helping to solve this dispute.Desired Settlement: Refund tow dolly, partial reimbursement for the first truck, pay for first vehicle gas mileage, since it had to be driven instead of towed, pay gas mileage for the trip back down to MD and reimburse for second truck, which I will be paying for on Sunday.

Business

Response:

August 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can recommend a size of truck and/or trailer for our customer, however, our recommendation is based on average rooms of furniture. Only our customer knows how large or bulky their furniture is, therefore, they are responsible for the final decision on what size of equipment will accommodate their move. Although we show the Ford Fusion can be safely be towed on the U-Haul Tow Dolly, our records indicate she was not charged for a Tow Dolly rental on her credit card.

As we value Ms. [redacted] as a customer, she was sent a $25 VIP Certificate on August 6th 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, 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,

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.

I was charged for the tow dolly. And I explained to the lady on the phone how much stuff I had in my house. I believe the truck was not the right size because 2 weeks prior my Aunt rented a 17 foot and they were the same size. Secondly, I had to pay for a new truck which was $524.88, when I arrived to get the truck paperwork was done. When I went to get in the truck it would move 2 feet and die. After several attempts and the owner of the store coming out to try he contacted Uhaul and let them know of the problem, so they contacted Roadside assistance and I had to wait 3 hrs for some one to arrive. While waiting the owner of the store tried to call Uhaul and see if they could get me another truck somewhere, the response was we can refund her money but it will be 36 hrs before she can use it. I did not have the money to pay another $524.88. After arguing with the representative, [redacted], I was able after 4 hours to go someplace and get another truck. SO I have paid in total $1.312.47 for terrible customer service! After I was told on the phone that someone would call me Friday the 9th to refund my money for the trailer and pay for another truck by the representative, Irene. I never heard from anyone so when I called back Friday evening to speak to a supervisor because I had to get my furniture on the 10th, none were available. She said someone would call me Monday, I have yet to hear from them. SO I have had to pay for 2 trucks, a tow dolly, a hotel room, and gas for 2 trucks and my car that wasn't able to be towed by the tow dolly. I am sorry but a $25 VIP card is not going to cover any of the hardship I have had to endure by this company. Everything was supposedly documented or recorded every time I talked to a person, this was everyday for a week. There were so many hands in (pardon the pun) in the cookie jar and so many different people that I talked to that were supposed to help that didn't do anything for me. The above names are just a few I can't even tell you everyones names.

Regards,

Business

Response:

August 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Baltimore, reviewed the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She advised her of a refund for $430.92 as an adjustment on her rental along with a refund for $114.75 for the extra days. The total amount of $545.67 was issued back to Ms. [redacted]’s Master Card account 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

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: LOTS OF PROBLEMS. AN OUTRAGEOUS AMOUNT. THE ISSUES ARE IN CAPITAL LETTERS. IT IS LIKE UHAUL IS UNABLE TO DO ANYTHING EFFICIENTLY. Last time I went down to pick up this order, which I believe was on 3/2/13, (Issue #1) U-HAUL CLOSED EARLY. I called my Westfield, MA U-Haul store on 3/23/2013 around 6:15pm. I spoke with "[redacted]" (pronounced: "[redacted]") who unbeknownst to me was actually at a "call center". (Issue #2) I asked [redacted] whether this was the Westfield, MA location. She answered in the affirmative, FAILING TO TELL ME THAT SHE WAS IN FACT AT A CALL CENTER. I asked [redacted] whether she had my extra-large moving box in stock. She confirmed there were 212 in stock. I asked [redacted] whether the Enviro-Bubble box, 100'x12", was in stock. (Issue #3) She confirmed that there were 2 in stock. (IN ACTUALITY, WHEN I WENT DOWN IN PERSON, NONE WERE IN STOCK). (Issue #4) I told [redacted] that I was trying to place an order with a gift certificate online, BUT THERE WAS NO PLACE FOR ME TO INPUT THE GIFT CERTIFICATE NUMBER ONLINE. (Issue #5) I then asked her for the status of an order I had placed online on 2/17/2013, Order# [redacted]. SHE COULD NOT FIND MY ORDER IN THE SYSTEM. (Issue #6) I asked [redacted] whether my online order had been refunded or whether I would have to place it again. SHE COULD NOT TELL ME WHETHER MY ONLINE ORDER HAD BEEN REFUNDED OR WHETHER I WOULD HAVE TO PLACE AN ORDER AGAIN. [redacted] wanted to know whether I wanted [redacted] to call me. But I told her that I'd go down to the store in person today. (Issue #7) I even had to provide her with the part number to look up, BP8, BECAUSE [redacted] COULDN'T FIND THE ITEM FOR SALE (Issue #8) I asked [redacted] for the size of the Enviro-Bubble box itself because I was concerned it would not fit inside my sedan BUT SHE COULDN'T PROVIDE THE DIMENSIONS of the box in which the bubble wrap was contained. When I went down to the Westfield, MA U-Haul store in person on 3/23/2013 around 6:40 or 6:50pm, (Issue #9) [redacted] HAD NOT ABILITY TO LOOK UP MY ONLINE ORDER IN PERSON HE CLAIMED. (Issue #10) [redacted] WAS NOT FAMILIAR WITH ANYTHING [redacted] HAD PROMISED TO CONTACT HIM ABOUT. (Issue #11) [redacted] claimed he COULD NOT INPUT MY GIFT CERTIFICATE either. I would have to pay with cash or credit card. But during checkout, however, [redacted], was eventually able to use my gift certificate. (Issue #12) [redacted] couldn't find the 2 large Enviro-Bubble boxes I was looking for. UHAUL KEEPS POOR INVENTORY CONTROL. A customer in the store at the time with me COMPLAINED to me that "[redacted]" (or possibly another woman at the call center) was misrepresenting her location to him as well, that is, making it appear as if she were in Westfield, MA in person. The customer told me he didn't know she was at a call center either. [redacted] checked the back room but HE COULD NOT FIND MY ORDER TO THE ENVIRO BOXES. (Issue #13) [redacted] COULD NOT GIVE OUT REFUNDS for orders placed online or FOR ANYTHING. He wasn't the employee authorized to do this he claimed. I WOULD HAVE TO COME BACK TOMORROW. (Issue #14) [redacted] WAS NOT FAMILIAR WITH HOW TO INPUT MY GIFT CERTIFICATE IF AT ALL. (Issue #15) [redacted] CLAIMED HE DIDN'T KNOW HOW TO PLACE AN ORDER WITH THE GIFT CERTIFICATE. I asked for a manager. (Issue #16) [redacted] claimed that there was no manager there at the time. The good thing though is that [redacted] was apologetic and polite. None of this seemed to be [redacted]'s fault. The UHAUL corporation/franchise itself from local to corporate is very, very poorly organized. So, don't scapegoat [redacted] for everything. [redacted] just claimed that he is simply not the person who sets up orders and issues refunds for online items. Well, why not if that's the case? I came home and called UHAUL on 3/23/2013 around 7:46pm. I called the Westfield, MA number but was transferred to the call center in Arizona. [redacted] answered my call. [redacted] stated that he wasn't in the Westfield, MA office. I asked [redacted] for the status of my master order number (Issue #17) BUT HE WASN'T ABLE TO FIND IT. (Issue #18). [redacted] transferred my call to another department, Customer Service, since [redacted] was in SALES AND RESERVATIONS. [redacted] answered my call. I gave him my order number but HE WASN'T ABLE TO FIND IT. He was with the "truck and trailor line", not the moving supplies. I asked Alexandar for a copy of the recorded phone calls but (Issue #19) NEVER RECEIVED THEM YET.Desired Settlement: Issue #1: Don't close before the stated business time Issue #2: Tell your Call Center employees to stop misrepresenting their genuine locations. If they're truly not in Westfield, then don't imply that they are. I was asking about my particular order, not inventory only. Issue #3: UHAUL keeps poor inventory. I'm not sure whether it's the local store's fault, the computer system, or corporate. Issue #4: There needs to be a way to enter gift certificate codes online. It is very inconvenient to be forced to use the coupon codes in person. I mean, these codes are GIVEN OUT ONLINE. It doesn't make sense. Issue #5: Why wasn't anyone ever able to find my order in the system? Why? Issue #6: Why wasn't [redacted] able to tell me whether my order had been refunded or whether I would have to place my order again. Couldn't she have looked me up by name or something? Issue #7: It should not be difficult for phone reps to find parts. Issue #8: UHAUL must publish the actual dimensions of the items on its website. It is impossible to determine whether these items when flat will fit inside my Sedan. Or for items like the Bubble Wrap, I needed to know how big the box in which they were contained was. Issue #9: All store employees need to have the ability to look up orders that were placed online. And refund online orders too. Issue #10: The call center should have gotten in touch with the local store. Issue #11: All store employees need to know how to enter in gift certificates. I mean, if I cannot use them online or in the store, then how can I use the gift certificate? Issue #12: Again, poor inventory. Issue #13: Alls store employees need to be able to issue refunds. How am I, the customer, supposed to know when an employee who is authorized to issue refunds is or is not available. This doesn't make sense. You have the store open but the employee is not able to process orders to issue refunds? Issue #14-15: Same issue with the gift certificate. It got resolved after much persistence on my part. Issue #16: No manager available to handle issue. No manager in person or over the phone. Why not? Issue #17-18: Corporate Call center was not able to find my order on the weekends. This is inconvenient. Issue #19: Have not yet received a copy of all the recorded calls I was promised.

Business

Response:

April 4, 2013

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

We always appreciate and welcome customer feedback. Communicating with our customers allows us to realize what programs are working and what areas need attention. Our records indicate a copy of the requested call was forwarded to Mr. [redacted]. A message was left for Mr. [redacted] on or about March 27th but no record of a return call documented.

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: When renting a u-uhual moving truck I was informed minutes prior to my pick up time the truck I had settled on for a local route in hutchinson is had not come in. So I was offered to go pick a diffrent truck in Cheney is 50 miles away but still have to pay mileage and fuel for the truck, at a small discount. But, I was interested in a local route for hutchinson is ONLY. I was misinformed and not told that I would have to return the 26' truck to Cheney. I was told this by the location owner after arriving for pick up. This would now add an additional 50 miles on top of the 50 used to get it to hutch plus our moving miles. I was forced to use this truck due to no other vehicles in my area and the small timeline allotted to move my family. I was told by an agent of u-haul on the phone during the pick up process that even though I was not informed by the other agent earlier in the day of the need to return the u-haul to cheney that It was my fault I was misinformed.

Business

Response:

February 26, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and issued a supplemental refund for $20 in addition to the refund for the $50 Reservation Guarantee Fee that was preciously issued. Mr. [redacted] was also given a $10 discount on the original truck rental fee and $0.20 off per mile. The $20 refund should post on his next Master Card 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: My son an daughter paid to rent a Uhaul in Fredericksburg Va on Saturday July 19, 2014. They were moving a few last items from their apartment. I paid for the services from my Bank Card. They were required to drop the truck off in Waldorf Md [redacted]) on Sunday morning NLT 8:30am. IMMEDIATELY after driving up to drop the truck off, an employee [redacted]) approached the vehicle with a VERY UNPROFESSIONAL approach. He yelled "give me the key" to my daughter. She gave him the key in shock. He did not greet us nor did he make us feel comfortable. He walked away and went to the truck. He was cleaning other trucks as he appeared to be upset. My daughter and I left as we was in route to church. During church an employee ([redacted] emailed her to notify her that the truck that she turned in was filthy with dog hair and dog food all over the place. Therefore she will be charging my an additional $50, which will be debited from my account. After church we immediately went back to UHaul to review pictures. The pictures she showed was pictures she had taken on her cell phone and did not represent the vehicle that we rented. My daughter is pregnant, allergic to cats and dogs. She and my son do not own dogs and they do not have dog food.

We we very upset and disturbed as we tried to explain that they only put a few items in the back and definitely did not leave that truck dirty with dog hair. She ([redacted] asked her other employee [redacted] to come into the office. IMMEDIATELY after he entered the office he began yelling and screaming. I began telling him to take in down and show us some respect as a customer and stop yelling. [redacted] also had 3 of her children that was at work with her. They were all in defense mode and ready to attack.

They did not show respect to me and my daughter whose pregnant. We are very disappointed and would like to see that something is done about it.

There was a couple renting a truck before we spoke to [redacted] She gave them the keys and said I think the truck is over there somewhere.....How unprofessional is that. She did not go out to do an inspection on the truck.

I am very very disappointed with Uhaul and the employee's professionalism.Desired Settlement: I would like an apology and a refund to my credit card. We should not have to endure that service when we pay for service.

Business

Response:

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Maryland regional office, followed up on the information [redacted] provided. [redacted] contacted [redacted] and offered an apology for the inconvenience and rude treatment they experienced and advised her a refund for $50 had been issued back to their Visa account as an adjustment on their rental. The refund should post on their next credit card statement. Please be assured the information [redacted] provided will be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 & trailer from U-Haul in Woodstock GA on 11/29 & returned it to Highland NY on 12/4.

Since I had only driven with a trailer once before I paid for the insurance. On arrival in NY (12/2) I was unable to detach the trailer from the hitch and I called U-Haul to inform them of the problem . When I returned the units to U-Haul I pointed the problem out to the representative. He didn't give me any indication that It was anything I needed to worry about.

On 12/30 I received an email from U-Haul and read the main document - it appeared to be the same as all the other emails I had received from them and didn't indicate that there was a billing so I didn't look for anything attached. On 1/11 I noticed a credit transaction for $213.59 from U-Haul and after a number of calls found that they had billed me $183.59 for damages to the hitch on the trailer and added a $30.00 fee for late payment!

On 1/13 I spoke with their District Manager for the Hudson Valley ([redacted]) who insisted that it was my fault the trailer hitch failed because I had driven it incorrectly or abused it. I admitted that backing up with the trailer was an adventure, but I really couldn't see what I could have done to the trailer hitch that wouldn't have caused damage to the truck or the trailer itself. Plus, that's why I bought the insurance. After a lot of back and forth he told me that he would waive the late fee, look into the charge for damage and call me back. That was 3 weeks ago and I've yet to receive a call and there's been no adjustment on my credit card.

To sum it up, I rented a truck & trailer and bought insurance to cover any mishaps. U-Haul is claiming that I managed to damage the hitch and that it was my fault and that the insurance they sold me won't cover it. Add to that, they sent me a generically worded email that didn't indicate it was a bill for damages and 11 days later added a $30.00 charge for late payment.Desired Settlement: I want U-Haul to reverse the full amount charged on my credit card.

Business

Response:

February 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $213.59 has been issued back to Mr. [redacted]’s [redacted] card account as requested. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

My thanks to the Revdex.com for your exceptionally prompt action on my complaint and to U-Haul as well.

Regards,

Awful experience! I was given a u haul that had a history of over heating and was allowed to drive it 2000 miles across the US. My 10 year old cat almost died, myself, my husband, mother and 6 year old son are suffering from dehydration because of being broke down in the dessert. Service was supposed to be sent our way and never arrived. I do not recommend anybody use u haul because they were very inconsiderate of what we had to go through and I assure you that I will NEVER rent from them again. 1812$ for a piece of junk truck.

Review: Complete nightmare. I advised the rep. at the time I was shopping rates that I used PODS to move before. I filled the largest container fully & need exactly comparable to what I used. I was advised I would need 2 uboxes- 2 made the price less than PODS for shipping so I was hopeful but ordered 3 to be safe. It was nowhere close to the size & before too late forced to wait a day to wait on 4th UBOX - so I feel misrepresented & the cost is FAR more now. [redacted]/UBOX mngr admitted that this is a problem typical w/their reservation team & yet when I called to complain nothing was done. I advised [redacted]/manager on my pick up date to ship my boxes imm. 6/21 as my move in to ** was 7/12 & their delivery time is 11 days. June 24th I received a message my credit card was "declined" I immediately called & spoke w/ [redacted] who verified they miswrote the credit card #.I corrected the # w/her, all was well, & she verified w/me again that she would ship my items immediately & charge me the shipping too. she failed to do this. I assumed all was moving as the contract stated & per my convo w/ her & yet I rcvd email on 6/29 of late pymt fees. I called immediately again & could not reach the manager so I left a message w/ their cstmer service explaining again I gave [redacted] the correct card # already & they need to rectify immediately. No one called back, hwvr I was charged 7/1 for delivery fee indicating they had in fact had my correct card # all along & they failed to update their records. No one at any time advised me that my items were never shipped btw. I called again on 7/8 assuming since I was charged that items were shipped however they indicated they never shipped my items. I left numerous messages, emailed many times, texted, finally spoke to the gen. mnger who has yet to respond to me & cust.service. The nightmare & cost this has caused is unreal. I have home w/nothing, movers I had to cancel, no suits to start work, no RESOLUTION and ZERO response despite my many attempts they have IGNORED me.

Product_Or_Service: UBOX moving services

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just wanted my items delivered 7/12 as promised per my reservation, however due to their lack of response & attention they have provided no resolution & my move in date now will not be met. I now want a full refund for the suffering & extreme costs that I have taken on due to their error & simple lack of apology for their error. They insist on blaming me, when I have witnesses & evidence from my bank provided to them, that their claims of my card denial are absolu

Business

Response:

July 19, 2013

Thank you for your concern for our customer [redacted] the Storage Manager for our [redacted] Regional Office has been in contact with Ms. [redacted] Ms. [redacted] apologized to Ms. [redacted]for her recent experience with our company. A refund of $450.00 has been processed to Ms. [redacted]s credit card and should appear 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: Received a call from merchant asking if I was coming to pick up a uhaul that I allgedly reserved. I told the merchant that I was unaware of what he was speaking of and I didn't set any reservation for a uhaul. He stated that someone made a reservation, and I explained again that is wasn't me I have no need for a uhaul. He stated the reservation would be cancelled but when I check my statement I had been charged 57.50 from a qaulity food mart when I googled the number the name of the transaction populatd. I contact merchant who was very rude and stated he wouldn't refund my money and I would have to call my bank. which I did a dispute is in place and card has been cancelled . I also contacted uhaul directly to file dispute as well.Desired Settlement: I want to be refunded my 57.50

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of Central North Carolina, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and explained we had record of a reservation she made on line. Our Dealer charged her a fee for a "no show", however, Mr. [redacted] has issued a refund back to the same Master Card account on file. 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: I began having major issues with u haul since 9/27/14. 1). truck that was reserved was not available at the store that I reserved it from 2)I was told I had to upgrade my storage unit because the storage that I originally reserved, "had no Door" 3)as a result I was given a month free along with the original deal of 1 free month. 4)My 1st payment due 11/27, but started get bills on 10/21. 5) spoke store mgr to fix issue 10/21, 6) by 10/29 is was not resolved. 7)spoke with 13 different reps as a result of being transferred around starting at 8:38 until 10:31. In this time frame, I spoke to [redacted] (store manager states "i cant waive a fee until its due), [redacted] 3Xs (bad attitude, along with several other rude, unconcerned and powerless reps. I asked for copies of conversation 6 times.However, now one took my information to send a copy. I was blind trfd several times, disconnected, and left on hold 20 mins, and then told to call back tomorrow, to speak with executive assistant [redacted] because she wasnt there. I was first told that she was there, but could not come to the phone.

Product_Or_Service: Uhaul StorageDesired Settlement: DesiredSettlementID: Other (requires explanation)

Additional free months of storage rent, and an apology letter.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and informed her the VIP Certificate had been issued to cover the 2nd month of storage and her next due date was November 27, 2014. Ms. Locket stated she was not able to pick up her equipment at the confirmed location and was sent to an alternate location. Ms. [redacted] also issued a refund for the $50 Reservation Guarantee Fee.

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

Sincerely,

Executive Assistant

U-Haul International

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,

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Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches

Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615

Phone:

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

www.jonesborooverheaddoor.com


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