U-Haul International
Reviews and Complaints

I rented a trailer from U-Haul which leaked and damaged several items. The leak and damage was reported at drop off. I filed an insurance claim which involved a great deal of paperwork, photographs etc. Two months later the claim was denied on the grounds that no problems were found. The soaking items taken from the trailer were not evidence. I was pretty much being called a lair and that no water damage took place. I have witnesses and I have a bookshelf that I won't use due to its appearance. U-Haul through its insurance agent denied the claim not based on evidence but because they will suffer no consequence by doing so. If there was no water damage then I am guilt of insurance fraud by filing a claim. If there was water damage then they should offer some reimbursement. How many times have we seen this insurance scam. U-Haul is responsible for the actions of its agents. So long as there is a choice I will not choose U-Haul again and will urge others to look elsewhere

I reserved a 14' moving truck for pick up on 9/18/10 and drop off on 9/20/10 through U-Hauls website: www.uhaul.com. When we got to the pick up site in Dodgeville Wi I asked if we did not need the truck on Sunday/Monday could I drop the truck off early and get a refund for the days I did not use it. I was told by JoAnn at the pick up location (dropping off in La Crosse Wi) that yes they would adjust the amount automatically from my CC. I dropped off the truck on Sunday 9/19/10 at the Feista Ct location in La Crosse--of course it was not open so I wrote down what day and time I brought it back and asked for the refund of the extra day. On Monday, 9/20/10, I called the La Crosse location to verify that there would be a refund for the one day, of course I was told no by this dealer. I then proceeded to contact U-Haul's customer service, which was a joke. I spoke with a Mark in customer service, he was nice but not willing to do anything about it. I had to open up a review case so that they could check into it but no garuntee that anything would be done. He gave me some song and dance aobut how the reservation was for 2 days and to bring back early would not constitue for a refund. I have now reported U-Haul to the Better Business Bureau and will no longer rent from them. I will give them the garuntee that I will be spreading my story to others. Just maybe by word of mouth by unhappy customers they will get the picture that they have a long way to go with working with customers.

I live near this U Haul facility, THe employees use the sidewalks as streets driving down them instead of on the actual street, they break the traffic laws constantly driving on the wrong side of the street as well. One day I saw an employee driving a truck down the sidewalk honking his horn over and over as a terrified group of small schoolchildren was walking down the sidewalk in front of him, they were screaming as the truck bore down upon them. So I took photos, the employee did not like this so he got out of the truck and came over and assaulted me, Hitting me on my head and arms until I fell into the street unable to get up. Several other employees pulled him off of me. upon contacting the manager and the police, the employee and two other employees fabricated statements claiming I had assaulted him first. All letters were written in the same format using the same phrases, obviously coordinated by U Haul managers. I of course never hit him once, threw anything at him.. He was enraged that I had photos of him terrifying the school kids. Unfortunately no witnesses to bak me up. The U Haul employees continue to violate every traffic law on the books, park all over the sidewalks and drive down them. See photos.

I reserved a moving truck online at the U-Haul website for the 3 of July at 9 am.I get a text message the night before my move telling me my time has been changed to 5 pm and that the location was changed.I called the U-haul and they told me that the one in Yoder where I needed my truck to be will be closed all weekend.I already figured the Yoder cost into my moving budget and now it's going to cost me a 100.00 more to move.I think I'm getting jacked.So now I'm without a truck and tring to move with one car and 4 kids.Thanks a lot Yoder Feed that also does U-haul I will make sure everyone that I know gets their supplies some place else.

On Sunday afternoon I looked up uhaul 's that were opened to transport items from Georgetown to Mt Pleasant. Drove to Daniels Island to find out you can't take a trailer more than 50 miles unless it is one way, although the website did not clearly state this (I was going 60 miles). Called the Uhaul in Georgetown, gas station attendant stated she didn't know if they even had trailers since she could only see trucks from the window. She was extremely rude and states the person handling the uhauls would not be back for a few hours. Then I drove to Downtown CHarleston, King street after calling to make sure they had a trailer and arrived at 4:57. They stated they closed at 5 and would not help us. After 3 attempts and 2 hours we were not able to get a trailer. I will not be using uhaul again and advise others to find somewhere else for their moving needs.

My father rented a truck and dolly from U-haul to move to Atlanta, Georgia. an expensive move for which he paid up front. He packed the truck, hooked his car to the dolly, came to my house to say goodbye to my babies. Then he went in the bathroom and had a massive stroke. He remained completely paralyzed and semi-conscious in the hospital from october to may 2nd, 2010. when he passed away. My sisters and I had the truck unloaded and returned immediately after the stroke but U-haul gave us the runaround for weeks before finally offering a 100 gift card in exchange for my father's $1500 payment. I understand that U-haul has a no refund policy included in small print in the signed contract but I do believe that this should only be enforced when the customer willingly changes his mind about the use of the truck.

I dropped off a 17 foot in st augustine stores address was 3524 US 1 South. The manager is very rude. I have never meet anyone manager that is rude to her customers like she was... Someone needs to really screen there managers better than just hire them off the street I asked her how long she has been with U-Haul she said a couple months. The staff that was there in June when I dropped off my daughters U-Haul. That manager and staff was awesome. Very Kind...

On 8/23/09 I rented a 14' truck from the Thomson Ave, Ventura Ca site.which is close to my new residence. While driving the approximately 50 miles to my former residence the truck lost one of its tie rods, which droped to the ground. I called the emergency number and over an hour later they sent a mechanic. The mechanic reconnected the tie rod and told us to go on with the move. This I would not do. I took the truck back to Ventura very slowly. You could see the wheels wobble. The Thompson Location gave me a $75 credit, which was less than half what that day had cost me. I paid 3 workers $155.00 for sitting along side the road and almost getting in a acident. It was only luck that they were not hit as the driver had no steering control and we were on a busy freeway. I paid $30.00 in gas. On The 25th I rented a one-way truck from Parthenia Ave, Northridge, CA site. When I tried to use the $75.00 credit, they informed me I only had a credit of $24.32 credit.

On mar 18, 2010 my mother and I rented a uhaul from verde vally uhaul located at 27 west gen crook trail camp verde, az 86322. We rented a 17ft truck and returned it the same afternoon. When we returned the truck your worked told us we drove the truck for 47 miles and was going to charge us for that mileage. We then told him that has to be a mistake. He looked at the paperwork again and then changed it to 36 miles. Which was also incorrect as the storage we drove the truck to is less then 5 miles away from your store. While only making one trip. (Her house is less then 5 miles from the store as well)

Your worker insisted the computer never lies and that's too bad as this is what the odometer read. We tried to explain to him the route we took and that there is a mistake somewhere. He put his feet on the table and reminded us the computer never lies and to pay the money. He then said he has been doing this for 13 years and refused to listen to us. I then asked him if he has been ripping people off for the 13 years. He then stood up and briskly walked over to me in a very confrontational/threatening manner and told me to 'get out'. He slammed the door at my face as I was walking out almost hitting me. Lucky for me I moved out of the way. Actually lucky for him and uhaul as I have no issues filing assualt charges against him and your company. Not to mention fraud charges. I felt he was trying to injure me. If he did manage to do what he wanted to do, the force would have bruised my face and probably broke the skin on my face as well. I was this close on calling the police for the overcharge and assualt. I should have.

I went to the car and waited. 10 minutes later my mother and your worker come out to tell me he made a mistake in the math and did overcharge us. Apparently the owner wrote down the wrong number from the odometer when we picked up the truck in the morning and did finally corrrect his mistake. Come to find out we did only drive 17 miles. Which is far from the initial 47 then 36 miles he was overcharging us for. Lets just make up numbers shall we?!?

Is this what it takes to make sure your company is honest?

I rented truck from a u-haul agent on centennial ave. in cranford, nj and was overcharged. I drove the truck 2 miles within the same town I rented the truck from and was charged for putting over 180 miles on the truck. The truck was returned within four hours of renting. The following day the truck was rented by someone else and u-haul never checked the mileage. They are giving me a hard time getting my refund. This is theft. Do not use this rental agency unless the manager is available to clock you in and out and double check the mileage.

I will never rent from UHaul again. If I need a trailer, I will buy one and sell when I am done. The last time I reserved a truck, I got a phone call on the day of my move. I had to drive 40 miles to pick one up, even though there was a dealer in town. The truck broke down. I was left at a fleabag hotel. It was 9:00 pm the next day before the truck was fixed. After I got back on the road, Iwas pulled over because the tail lights on the UHaul trailer were not working. Before I returned the truck, the brakes and power steering were begining to fail. I was not fully reimbursed for the hotel room. They will only pay $50. Never mind the fact that they chose the hote. Then I was charged for extra miles that I would not have driven if the piece of junk had not been towed 40 miles in the wrong direction. If that was not bad enough, the uhaul employee said, "Of course these trucks break down. Renters don't treat them very well." In other word, it was my fault. Then, when I complained, I was offered $100 worth of uhaul junk. The breakdown would not have been so bad if I had not been treated so badly.

We rented a 26' truck from U-Haul, one month prior to our scheduled move from New York to Dallas on November 28 2009. I had made all the arrangements with the movers and my husband had made an arrangement to buy a car in Dallas on the day of our arrival. The people who are selling us their car were moving to another state but they've decided to wait for a couple of more days until we arrive so that they can sell their car. On Friday at 5pm (about 15 hours prior to the scheduled delivery time, and right after everything closes) U-Haul gives us a call to say that they don't have a truck for Saturday but we can get it for Sunday. We are moving from an office building and the freight elevators on Sunday are closed unless you make prior arrangements. Friday at 5pm we had no time to make these arrangements and now our move is automatically scheduled for two days later which is the Monday right after Black Friday weekend where it will be impossible to park the truck near the freight entrance because of the volume of delivery trucks on busy Monday mornings.

I have looked at uhaul reviews on the internet and saw that many people posted similar comments. I should have looked at those before. I hope someone else reads this before making their decision with U-Haul.

U-Haul should be prohibited from even using the term "Customer Service." Their customer service reps are arrogant, rude, argumentative, grossly incompetent, unhelpful and, frankly, the dumbest bunch I've ever dealt with. U-Haul has no hiring standards. If there were justice in the world, this company would be out of business.

The customer is always wrong, you appear to be bothering these people by calling, you have to call twice to confirm even the slightest information and you are more likely to be insulted than helped.

Do a favor to those companies that actually care about their customers. Please don't rent from companies like U-Haul.

U-Haul discriminates against Ford Explorer owners and refuses to rent trailers to them. I e-mailed Ford, and they e-mailed back:

Dear...,

Thank you for contacting the Ford Motor Company Customer Relationship Center regarding U-Haul's Ford Explorer Rental Trailer Towing.

U-Haul International's policy to exclude the Ford Explorer from being an authorized tow vehicle is a concern. Since the Mountaineer is an authorized tow vehicle, their policy is not a result of any functional issues about the vehicle's ability.in fact, U-Haul issued a field bulletin to its dealers that stated: "this policy change was not related to any safety issues." Ford management will be meeting with U-Haul in the near future to discuss their policy.

On July 9, 2009, I agreed to pay $98.14 to rent a 6’ X 12’ U-Haul trailer from EZ Storage in Killen to haul furniture to Mobile, AL. I picked it up on Thursday and was scheduled to return it July 12, 2009. On the return trip to Killen, we were on I-65, approximately an hour out of Mobile, when the trailer came off the hitch around 2:30 P.M. We pulled over and were able to get the trailer off the interstate; however, the break on the trailer was now up, and we were unable to put it down, so it could be reattached to the hitch.

I had purchased insurance for the trailer during the July 9, 2009 transaction, so I called the hotline for help. The hotline customer service representative (HCSR) took our information, as well as the location of the trailer on I-65, which was between County Road (1) & (61) between the Atmore & Perdido exits. The HCSR said it would take 30 minutes to call us back, and when she did call back she told us she was sending a wrecker from Pensacola, FL. I told her that was a long way to come and asked her if she could find anyone closer to us. She said she would try, but called back to let us know J&J was the closest. When the tow truck showed up around 5:30p. m., more than three hours after the accident, we discovered that the harness extension (wire to the lights) was severed when the trailer came off, so we could not haul the trailer anymore because the lights would not work. The tow driver said he would haul it back to Pensacola and take care of it. I called the hotline to let them know J&J had taken the trailer.

On Monday, July 13, 2009, I took the appliance dolly back to EZ Storage. I told the owner what had happened. He told me he was sorry. About an hour later, he called me at work to tell me that my Visa account had been charged $1, 090.05. I could not believe what he was telling me. I asked him what the charges were for, but he didn’t know, so he gave me the number for the Mobile U-Haul Regional office (800-63...). I immediately called and talked to Chuck at the Mobile U-Haul Regional office, and he told me it was a towing and rental fee. That same day I called and talked to Connie at U-Haul Customer Service (800-78...), Ray Poole, EA (205-97...), and Stan Hannon at Republic Western (800-52... Ext.226), which is the Insurance Co. No one could give me any answers.

On Tuesday, Chuck at the Mobile U-Haul Regional office sent me the charges - a $292 rental fee and a $722 cleaning fee, plus $76.05 in taxes. I then called Stan Hannon at Republic Western Insurance. He told me to talk to the U-Haul Mobile office again and get a break down of the two charges. I called and talked to Chuck at the Mobile U-Haul Regional office and told him I wanted a breakdown of the charges. He told me those were the charges. I told him that I wanted all papers dealing with my incident, the tow charges, etc. He said he would try and get them for me. I told him it should not be too difficult that it should be all right there in a file in his office.

On Wednesday, July 15, 2009, I called J&J, the tow company and asked Dan, the owner, for a quote on a car being towed on a flatbed from Pensacola to Mobile. He quoted a flat rate of $225, and said it was good any day of the week, but there would be an additional charge of $25 after 6:00 P.M. I had him fax the quote to me. I also went on MapQuest and mapped the distance from Pensacola to I-65 which was around 60 to 65 miles, the same distance it is from Pensacola to Mobile! I called EZ Storage and told the owner, and he said he would investigate, but was told by someone at U-Haul to stay out of it – he would not say who this person was. However, he did give me a quote of $194.00 for leaving the trailer in Mobile, which included a $157 rental fee, $32 for insurance and an additional tax/fee of $5.

Thursday, July 16, 2009, I still had not received any papers from the Mobile U-Haul Regional office, so I called Chuck, who was not in; however, I did talk to Jim Bean and told him I wanted the papers. He said he would see what he could do and get back to me, but that Chuck was handling my case. He never got back to me.
On Friday, July 17, 2009, I called Chuck at the Mobile U-Haul Regional office to ask about the breakdown, and he still did not have it ready. He finally called me and sent me the details by fax late that afternoon. After getting the papers, I called him back to talk about the towing and wiring charges, but Chuck had already left for the day. That same day, I called and talked to U-Haul Customer Service again, and they directed me to the U-Haul Birmingham office. I talked to Brenda there, but she was not able to help me either. After getting the breakdown of charges, I called Dan at J&J, too. I told him he was over charging for the towing and the wiring. He had quoted me $225 for a 60 mile tow any day of the week. Now he was charging $548 for approximately the same distance, plus he was charging for wiring the whole trailer when only the harness extension was cut.
On Monday, July 20, 2009, I talked to Chuck at the Mobile U-Haul Regional office and asked about the rental fee of $292. He said it was a two-way fee. I told him I wanted a breakdown of this fee, but have yet to receive one.

On Tuesday, July 21, 2009, I talked to U-Haul Customer Service again. They looked up my account and noted that I had taken out insurance, so they told me to call Stan at Western Republic again. I then called and talked to Stan and he said that he would talk to some other people and would get back to me on Wednesday morning.
Wednesday, July 22, 2009, Stan at Western Republic did not call; however, I called Stan twice and left messages.

Thursday, July 23, 2009, Stan at Western Republic did not call, although I called him twice and left messages.
Friday, July 24, 2009, Stan at Western Republic did not call, although I called him again and left messages.
On Monday morning, July 27, 2009, I still had not heard from Stan. I called U-Haul customer service again and was told to call Western Republic. I called Western Republic and asked for someone else to help me. I was put on hold and then told Stan would get back to me today. Stan did call back approximately two hours later. He said he thought that maybe there was something they could do and he would get back to me.
The rental fee, towing and repair charges are usurious! I bought the insurance recommended by U-Haul and should only have to pay the original bill of $98.14, since the insurance I bought covers any accident that might happen. The fact that the trailer came off and was unable to be returned to our car because it had no lights is not my fault, nor should I be responsible for the costs incurred to haul it, repair it, or return it to the location where it was rented.