U-Haul International, Inc. Reviews (6748)
Review: Rental Truck was booked for a London Ontario pickup during the morning of June 30th. Booking was made for a pickup 45 minutes away from London at 815pm. Phone hold times to change the reservation were in excess of 90min. The pickup location was not accessible by phone over 2 days of trying. When a change was made to pickup a truck in Hamilton instead, the pickup time was scheduled for 1215pm. I received a message 2 hours before pickup saying it had changed to 515pm. I am still on the phone trying to confirm the details as the message told me to do. It has already been over an hour. This has by far been the worst customer service I have ever experienced and I am truly surprised this company is still in business considering the way my reservation has been handled.Desired Settlement: I would like an apology from Uhaul. The arrangements that had to be made to organize a moving day are already ruined. I have wasted countless hours on the phone waiting for a customer service rep to answer to no avail.
Review: I used U-Haul's U-Box service to ship my goods from Ottawa, Ontario to Madison, Wisconsin. I originally loaded my goods on 5/29/14--the promised delivery date was 6/13/14. As of 7/16/14, my UBox was still in Canada! I called repeatedly to follow up, but no one could ever give me a definite date for when it would arrive, and no one ever contacted me. It eventually made it to Madison--I am uncertain about the date, because I never got a straight answer. The online service at myuhaul said it would be 8/3/14, but I called on 7/29/14 and talked to [redacted] who said it had arrived. I picked it up the following Monday (8/4/14). In the meantime, I was charged for an extra month's rental--for the time that my box was still sitting in Canada!!--and the charge was billed the wrong credit card, resulting in a huge foreign exchange fee. On 8/6/14, I filed a dispute with U-Haul, given reference #670320, and told I'd be contacted within 72 hours. I called on 8/10/14 and was told my dispute had been mis-assigned. They reassigned, but I had to wait another 72 hours. I called on 8/13/14, and [redacted] said it was escalated to a supervisor. On 8/17/14, I called and was told it'd been taken to regional manager and they would call within 48 hours. On 8/20/14, I sent the attached letter to [redacted] at U-Haul and was told it'd be forwarded to her manager. As of 8/24/14, I've gotten no call from U-Haul.Desired Settlement: (1) I would like a telephone call from someone in charge - someone who will be able to do something about this issue. I can be reached 24 hours a day at ###-###-####. (2) Refund of ALL charges on my Canadian card IN CANADIAN CURRENCY as billed by my credit card. The total is CDN$2357.49. If this is to be paid in US dollars, then as of 8/24/14, this is US$2211.11. (3) Removal of the extra month rental charge!!!!!! (4) Bill the correct amount to my Discover card LESS the extra month charge.
Review: I am preparing to a long distance move on short notice and short on funds, after much deliberation I decided to use the Uhaul family of products; truck rental, storage and ubox to manage this move. I made all of my reservations using my primary debit card which would also be utilized for my drive across to the east coast. On Friday morning before my move Saturday I went to this location to check on my reservation and familiarize myself with drop off's ect. I wanted to ensure the pods would be out and available for me to load. I had movers I would be paying to move my belongings and wanted to maximize the time I was paying for. I choose to pay UHAUL that day in order to avoid doing paperwork the next day and to pay storage cost for 2 months in advance. I choose to use my discover card and not my reservation card I swiped they emailed the reciept. The next day I went to pick up my truck at 8:15 in the morning for a 9:00 reservation, again allowing myself ample time to be back to meet the movers at 10:00. I waitehd till 9:21 before I called to complain to the manager and customer service. Today is Sunday as of yet I have not heard from the manager about any of this, I have had to use the main corporate line for all interactions. At 10:15 I finally arrived to meet my movers. 2 hours to pick up a truck form a location less than 2 miles from my home. Later that day I stopped to get gas imagine my surprise when my debit card was declined. UHAUL had charged my debit card for the storage despite my providing and signing with another card. They indicated they could not reverse the charges for 5-7 days. I could not wait 5-7 days to have more tham $700 earmarked for my move. I called customer service again, and although that line was cordill and helpful at the end of the day the manager at this location is responsible for the refund he has yet to contact me. I am disgusted.
Review: Bottom line, U Haul employees loaded the Toyota Tercel on the tow dolly and hooked it up to the tow truck improperly resulting in ripping of the front wheel off the Tercel. I filed a claim against U Haul insurance a couple of days after the accident. Months later after many emails and phone calls the claim was rejected because the tow dolly itself was not defective, and U Haul engineers said that no matter how the safety chains were hooked up could not have caused the problem. I agreed that the dolly was fine but that U Haul written directions are very clear as to how the safety chains need to be moved from the tongue when towing empty to the towed vehicle when towing a vehicle on the dolly. This caused the damage and U Haul is responsible and ethically should pay.
Review: To whom it may concern:
I have used u haul several times over the years for there moving trucks, I recently was in need of a trailer to bring a hot tub home. I went to u haul as I normally would and I was told I could not rent the trailer with my tow vehicle which is a 2003 ford explorer sport trac. apparently this goes back to the firestone days when they had blow outs. I find this "policy" u haul has to be absolutely ludicrous! Not to mention Highly discriminatory against explorer owners. I will NEVER use U-Haul again nor will I ever recommend them! they have lost another costumer due to there poor decision to discriminate.
Review: I wrote this letter to the President of U-Haul on July 2nd, 2014 and have not received a reply.
I reserved a 26' truck for a one-way rental from Calgary, AB to Moab, UT (~1130 miles). When I arrived at the Blackfoot Trail location for my scheduled pick up, it took over an hour to get my truck. The truck was not cleaned at all. The U-Haul rep opened the driver's door and used a large broom to sweep out the pile of cans and water bottles left from the previous renters. Needless to say, the thick mud and grime all over the cab were not addressed. After loading the truck, I began the 2 day drive only to discover the truck acting up almost immediately from the time I had it on the freeway. As it was early in the morning, I called roadside assistance and asked for someone to meet me in the next town. The roadside assitance rep's phone kept cutting out and I had to call several times. Finally made it to a U-Haul dealer in Lethbridge, AB (~130 mi down the road). As it was a Saturday, I waited ~2-3 hrs to get the truck in for a check-up and then another 2-3 hrs for the shop to find out they couldn't fix the truck. In fact, the shop manager told me that the same truck had been brought in to them a few months earlier with the same problem. Another couple of hrs wait for a couple of kids hired off the street to assit me in unloading and reloading my belongings onto another truck. Neddless to say, the new truck was not packed as well as the original. Left with new truck ~9 hrs behind schedule and had to drive all night to catch up with family that was now way ahead of me. Spoke with customer service when I dropped off truck and was told a manager would give me a call. 2 days later I did receive a voice message from U-Haul indicating a number to call, but no name was left with the message. Called the number a couple of times and was directed to the general U-Haul customer service desk. Spoke with another customer rep and was told I would be contacted within 24 - 48 hrs. This never happened and when I called in to customer service again today, I was informed that the General Manager of the location from which I had rented the vehicl from had closed my complaint and indicated it was settled. Poor service from start to finish.
Review: The issue I have is two fold. First with the service provided by U-Haul U-Box, and the insurance they provide for the service. I shipped my goods (furniture, clothes and some kitchen ware) using U-Box from [redacted] to [redacted]. While at the U-Haul center in [redacted] I went ahead and purchases insurance at the time of paying for the U-Box. During this time, you "sign" the contract. The contract however is 7 pages, and is shown only on the small credit card machine screen. There was no overview given by the employees explaining the contract or insurance of what is and is not covered. You simply sign the machine screen for payment and therefore are signing their contract as well. This contract cannot be found online, nor is it ever sent via e-mail. I looked and it took over a week of phone calls to the claim agent, U-Haul customer service to get a copy of this contract. Once the U-Box arrived in [redacted] I opened the box to find my furniture destroyed from rough handling I took pictures upon opening as I assumed I would have to make a claim. I called the [redacted] U-Haul center as well to validate this is the proper step, they said yes and they assured me this should be covered by the insurance I purchased. At this point I have pictures documenting the damaged furniture from opening and as I unloaded the box. I filed my claim with [redacted] who is their contact for claims. After 2 weeks I received a call from the Claim Agent stating they will not honor the claim. The reason being, if the U-Box can survive, then the insurance does not have to honored. This is regardless of rough handling or any negligence on the part of U-Haul employees.Summary, the insurance is not transparent and rarely applicable according to the way they've written it. The employees do not given any guidance and the consumers do not get hard copies or adequate means and opportunities to view the contract they must sign.Desired Settlement: I want the insurance to be honored. I have the "Loss of Content" sheet sent for my claim that totals $710 in damaged furniture.
Review: We rented a truck on July 29th and picked it up just after 7:15am that morning. In the afternoon, there was a torrential downpour and we were not able to unload our truck. I called the line and told them we would be after 5pm dropping off the truck. At 4:45, we were still not finished, so I called them back and they explained to me how to do an after hours drop off. We followed the instructions exactly and dropped the truck off at 8:30pm on July 29th (same day).However, we were charged for two days, including the insurance and blanket rentals. I have called everyday since last Wednesday, sometimes calling up to 3 times per day and no one has returned my calls. I have been told repeatedly that a manager from that store will be calling us, but no one has returned either a call to me nor our money into our account. This is the worst customer service I have encountered in a long time.Desired Settlement: We would like an immediate refund of our money into our banking account.
Review: A friend of a friend hired me to help her move and said she couldn't find her drivers license and asked me to go to U Haul and give them a copy of mine. I agreed and we went. The man in the office made a copy. I left my purse sitting on my chair in his office and went to the bathroom. When I came back he said he needed a credit card. I started to say I can't do that and the girl who was renting the truck said she had it and gave him the credit card in her hand. I never saw the card she had and assumed it was hers. He made a copy, handed it back to her and then gave her what looked like a contract to sign. I was never given an opportunity to see or sign the contract. He never said anything about what putting my drivers license up involved or when we should have the rental truck back. She had told me she was renting it for 3 days and moving to [redacted]. We ate lunch in his deli and she got behind the wheel and my boyfriend rode with her and I followed her to the nearest shopping center to do some errands. I never even drove the rental truck once during the entire rental period. After a few hours we met at her house and I went home. I did not see the truck or her ever again. About 10 days later I checked my bank balance over the phone to see if my paycheck had arrived and discovered that 2 charges had been made to MY debit card from U Haul. I called the manager and asked him if that girl had used my card somehow and that I believed she had stolen it from my purse. He read me the last 4 digits of my card. I asked him why he didn't say anything when he saw she had given him a card with my name on it instead of hers and he said it was between me and her. He also wouldn't tell me the dates of the rental, whether she signed my name or answer me on why I didn't get a copy of the contract since I had put my drivers license up for it. I told him the card was stolen right in his own office and that I would be reporting it,which I did.Desired Settlement: I want all the charges from U Haul reversed and the manager there to be held responsible for not following proper procedure in renting and credit card policies.
Review: I rented a 2006 Ford E_45014 ft uhaul truck and a tow dolly one way for my move from Washington state to Wyoming. Upon picking up the truck and dolly, it was determined that u haul gave me the wrong dolly. Thus after attempting for 2 hours to modify my RWD truck to fit the FWD dolly issued, I took my pick up to the dealer where they suggested to haul the pick up backwards. This caused my family to stay an extra night due to the delay in preparing the truck for the move. Approximately 168 miles from my destination, the engine belt broke and we were stranded on the Wyoming interstate for 3 hours while we waited for help. I had to drive to a nearby hill to get cell reception to call 911 for roadside assistance because the Uhaul assistance group couldnt help me without a contract number. A mechanic was finally sent to us and determined the belt was brand new and incorrectly insalled by U-haul. After getting back on the road, we stopped for gas and noticed coolant/radiator fluid was leaking. I had a deadline to meet that evening and was forced to purchase 2 gallons of coolant and 2 gallons of water to make the 100 mile drive to Laramie. Upon arrival to the return location for the truck, the shop had to take it out of service. I was instructed by the Uhaul pick up in Kennewick, Wa to contact corporate for a refund. They then informed me that I would only receive $192 refund when the truck rental was over $700 and my family had to spend another $500-600 on hotels, gas and food including the extra night in a hotel due to receiving improper equipment to haul my personal vehicle.Desired Settlement: I am requesting a full refund in the amount of $1200 for the $775 charge for the truck, and $425 or more spent on gas, hotels and food
Review: U-haul expected me and my husband to rent a 14" moving truck with the passenger side mirror shattered. The worse part is that when we asked the front desk lady if they knew about the mirror she said they did and there was nothing they could do about it and good luck if we could find another truck in town. They expected us to drive it like that and until I started complaining and saying it wasn't unacceptable they weren't showing any signs that it would be dealt with, we took pictures of the mirrors as proof.. The truck was in the parking lot since yesterday and nobody cared to fix it. After we complained they asked us to come back in 1 hour and the manager would call us, nobody called and when we got back she said they had a mirror on their way for us, which I believe would take a few hours to fix. I had booked the truck in July 7, 2013 and I had to pick it up today to start packing and move to Regina, SK where we would drop of the truck. The location we were picking up the truck is as follows in the reservation e-mail we received:
Review: Got charged $25.25 for supplies that "could not be processed" during my order, got hung up on FOUR out of FIVE times this morning trying to get it figured out. Customer service was extremely rude, and belligerent. After THREE hours on the phone, they gave me an authorization code to release those funds, only for my bank to tell me that they should've known that they needed to give the bank that code. I've got too many complaints to type in this little box.Desired Settlement: I want my money back in cash and I want the money for the overdraft fees incurred.
Review: I was relocating to a new home in [redacted] and was excited to find a U-Haul outlet near my then current residence in [redacted]. To make my move easier, I decided to rent a truck from that location, on [redacted] I called and spoke to [redacted] on the morning of July 24, 2013, about renting a truck. She told me that not only did they have a truck I could use, but that if I upgraded from a 10’ truck to a larger truck I could get one month of free storage at the facility.
Review: I packed 4 "U-Box" packing boxes of items in Brooklyn NY to move to my new home in Narrowsburg NY at the end of June 2013.
Review: I have several complaints against Uhaul, primarily (1) the manner in which they failed to deliver a shipment of Uboxes to the correct island (in Hawaii) and (2) how they neglected to correct the matter in a timely fashion. Specifics:
Review: My family moved to a new home about 10 minutes away on Saturday 12/14/2013. My son reserved a 17 ft truck for 12 hours and we were told to pick up the truck at the U-haul located at [redacted] at 9am. We we arrived, we were told that our truck had not been returned by the customer who rented it and a customer service rep called the customer to see when they would return the truck. The customer told the rep he would have to call back because her husband was not at home. The customer service rep told us that he had a 10 ft truck that we could use but that we would need to return it by 1 pm that day because it was reserved for another customer. He apologized to us and told us that he would give us a cheaper rate for the mileage as well. I told him that we could atleast start moving our furniture and then I asked him will he call us when our 17ft truck comes in. He said he would and that he would just switch it out. I thanked him and we rented a dolly which costs $20 dollars. We got the truck around 9:30am and we were able to move half of our furniture and returned the truck by 1:10 PM. Our 17 ft truck was still not available and the rep said he would call us when it was ready. It was around 3:30 pm and we still had not received a call so we called uhaul and told them that we had not heard back from them and that we were concerned because they close at 4pm. We wanted to know if we would be charged an overnight fee because the truck still was not available, even though our rental was for 12 hours. We were told that we would have to pay another full fee because we turned in the 10 ft truck at 1pm and the 17ft truck would be a new agreement. My son spoke with the rep who took care of us and I spoke with him as well and they said this is their policy. I told him that we were not aware that they would charge us another fee, we had paid $78 for 12 hours of use and he responded that he thought that I knew it would be a new agreement. I told him that if we had known this, we would not have agreed to it and that we would have waited, we never got to use the dolly and were planning to use it when we switched out. My son said that he was not aware that we were creating another agreement and he was not able to get anywhere with the rep. The rep became indignant and I told him that we do not have additional funds to pay for another truck and that we thought we would get the whole 12 hours which we paid for. If the truck we got was a 17 footer like we requested we may have been able to move all of our furniture at one time. The rep should not have assumed that we were aware that we were making another agreement and had he communicated that to us we would have been in the position to make a better choice for what we needed to do. This rep was very unprofessional and I told him that I would be calling his manager in the morning, he told me to go ahead and that she will tell me the same thing. About 2 hours later, someone from the central office called to ask if we still needed the truck and I told her that we did but we did not have the money to rent another one. I told her our experience with the [redacted] rep and she said he should not have told me that he would switch out our truck. She did apoligize and she said that a field supervisor would be calling us within 48 hours. We never received a phone call and have not heard anything since. We would like to get a refund on the dolly that we were not able to use because we were told that we would have to have the truck back by 1pm.Desired Settlement: $20. 00 for the dolly that we were not able to use.
Review: On July 3, 2012 I rented a U-haul pickup truck for 4 hrs. (4pm-8pm).Contract estimate was for 25 miles, totaling $38.36. The truck had 3/8 of a tank of fuel. I drove it 22 miles placed a little over 3 gallons of fuel in it and returned it shortly after 7pm. Two U-Haul employees were still on site; an employee told me to park it and drop the key into the drop off slot, which I did.On July 9, 2012 while reviewing my credit card statement it was discovered that I was charged $38.36 twice and $40.69 for a total of $117.41. I proceeded to the U-Haul location to find out what had occurred. I spoke to [redacted], General Manager. Upon asking why I had been overcharged for my rental she stated that the truck was turned in only with 1/4 of a tank of fuel and that I drove 27 miles.I proceeded to show her the receipt for fuel and informed her that we had only driven 22 miles. Ms. [redacted] stated that there was nothing she could do and that I was responsible for the mileage and fuel costs. I stated that it seemed rather fishy that I had less fuel and more miles than when it was turned in.Ms. [redacted] was very rude and condescending implying that I couldn't calculate the mileage correctly and stating that I was still responsible for the truck even if dropped off after hours and that she was not responsible for any suspicious activity that may or may not have happened on the U-Haul property. But I would have been charged for another day if I turned it in the next day during business hours. Ms. [redacted] claimed that she credited back to my credit card $30.00 on July 5th but as of this date it still has not appeared in my account. Since Ms. [redacted] stated that she would not refund the money and refused to correct U-Hauls questionable business practices I handed her my written 30 day notification of intent to vacate my U-Haul storage unit.I have been a regular U-Haul customer for several years and am very disappointed in the actions of this particular U-Haul establishment.Desired Settlement: I would like to have the second withdrawal of $38.36 and the $40.69 for a total of $79.05 withdrawal returned to me that were not valid.
Review: Rented a truck from U-Haul on 7/20/2013. When I picked up the truck it had slightly less than a quarter of a tank of gas in it. The form they gave me showed that the tank was a quarter full. I mentioned this to the attendant who told me not to worry, as the discrepancy was minor.. I drove the truck exactly 5.6 miles, put a half of gallon of gas in it and returned the truck (we used it to move from 1 house to another that were 1 1/2 miles apart. When I returned the truck the manager told me I needed to put more gas in it and if I didn't U-Haul would charge me $18.00 to replace the fuel I used. I refused since a half gallon of gas more than covered the less than 6 miles I drove this small, 14" truck (I assumed it got 12 miles per gallon). He then proceeded to charge me the $18.00 plus an additional $30.00 for a "refueling" charge. On top of that he charged the rental tax on the additional fuel charge - creating a total additional extra charge of $53.40 to drive 5.6 miles in a truck that rents for $29.95 per day with a standard mileage charge of $0.89 per mile. That works out to a total cost of $18.30 per mile.Desired Settlement: Refund the additional gas, fueling fee and rental tax totaling $53.40. They should never have charged me for this. Anyone looking at this would find it clearly inconceivable that someone would use 4 gallons of gas when driving less than 6 miles - not reality.
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
Add contact information for U-Haul International, Inc.