U-Haul International
Reviews and Complaints

The u-haul customer service worker at 4600 w. colonial drive orlando, fla. 32808 phone [protected] charged my debit card that. was to be used only to reserve a truck for an aquaintance. I had asked if anything could be charged to me and was told my card would have to be swiped for any additional charges. i was told that the truck was not picked up on the 3rd. as agreed. i have the reservation #[protected] and the pick-up date as [protected].therfore there should not have been any cancellation charge at all .-U-Haul took my money for no reason, ,

While making a telephone reservation for a cargo van, UHAUL was charging $19.95 per day and .99cents a mile!. I my move would be 160 miles, making the truck $180! Expensive! Anyhow, I told the representative to forget about it, & I am going to use a local rental company. Which was a little over $100 with upto 1000 miles included. She then said she could price match it. She put me on hold for a very long time and when she got back on the phone she said according to policy there is no price matching on cargo vans, but she couldn't point me to where that was the case. I think they made it up seeing how they couldn't compete with that price.

I did a search on Uhaul price matching an I found another disgruntled person who had a similar experience except with a Truck! I bet they pick and choose what they want to match!

My storage unit was broke into by a ex girlfriend here is the problem a employee told her to get a locksmith and cut the lock infront of the acting manager. This is on his personal report and on the police report from staitments made by u haul employee's. There insurance republic western has denied my clain even though they are clearly wrong and after a little research I find this seems to be there M.O. they have a monopoly on there units and insurance and it seems to be a scam. I contacted the BBB and made a report only to get a generic responce back. The VP of there insurance company actually said" if i told someone to go out and shoot someone and they did it should I be held responcable" trying to compare a employee telling a thief how to break in to murder. They will not fix the problem at all and I am a single dad with 2 kids and we lost everything. This company is just horable and with all the other stories I have read this seems to be there way of bussiness.

MY husband reserved a dual-axel trailer from u_Haul and we were advised that we would have it on the date, at the ipckup location of our choice (Houston, BC). The day before we were to pick it up, uHaul called and advised that we would have to drive to Prince Rupert to pick up our trailer and that's all there was to it. Rupert being a 750km round trip).

When I pointed out that their guarantee promised that they would have an equaivalent or better vehicle, the CSR at their 800 number, possibly the rudest human on earth next to an ICBC employee, on the phone advised me that they had my trailer and it wasn't their fault thet it was "not quite" at my desired location.

I find their proactices to be unreasonable, the length of the trip to pick up more than unreasonable and I am taking them to Small Claims Court for all costs incurred from the extra travel. including mileage, fuel, distress and delays, etc.

If anyone in Canada wants to join me on this, please e-mail me at GoneSkiing @ uniserve.com and include uHaul Potential Class Action in the title of the mail.

I went online to order a truck, then I got a call the next day, saying he only had one available at 3:30 in the afternoon, my storage unit closes at 5, at the other end of the city.
So I said, no that won't work, can you put me on a list in case someone cancells, he said no, I asked to speak to a supervisor, he said he was the supervisor.
I said can I speak to your boss, he said I am the boss,
I told him I wanted to speak to his supervisor,

He told me he was the owner of uhaul.

Bottom line rude, stupid, and not good for business,

In these rough economic times, I am not spending any money with a company that takes your money and gives you low class service, if at all.

I will never use them again
By the way budget rental did it right away over the phone.

So forget their website, its a lie
It just prints out a report to some dealers, and someone is assigned to call you back. This guy told me no other location in the city had them either.
Right...

So budget is my new best friend.
And u-haul sucks. Do not do business with them, unless you want to get screwed and be spoken to by a rude man,

I made reservations at a U-Haul 'dealership'(Canton Water Systems) in Canton, Ohio for a 10' Truck and Car hauler one-way to Cumberland, Indiana. A distance of a little over 300 miles. The issue is; the contract stated the Mileage out was 4033.9. Unfortunately, I did not confirm this when I got into the truck nor was I reminded to confirm this by the 'staff.' I had numerous other things on my mind, being in a strange town, hauling a car for the first time and across state lines, wondering if their 2 straps are going to hold, etc, etc.

So when I returned the truck and trailer the next am, (the U-Haul on Shadeland ave., in Indianapolis) they stated I had driven over 688 miles. Now they are wanting me to pay an additional $150 plus dollars.

My contract was placed on hold, since this was a Sunday, the manager would have to review it the following day and then call me. Today is Wed, I have not received any calls, however I did receive an attached contract in my email today, I'm not sure who it is from since there is no name, no greeting, no salutation, just "Your U-Haul contract is attached"

I suppose it's my own fault for not double checking, but they don't make any attempt to believe the customers side of the story. There is the possibility they wrote the wrong number down. I left a message at the local U-Haul for the General Manager...still waiting for that phone call...waiting...waiting...

UHaul Truck Rental, The Alameda, San Jose, CA I rented a 27' truck for a local move on 29 Oct 2004 assuming the truck to be serviceable. I was mistaken. I had requested at the time of rental a one-way rental with allowance for 2 trips back and forth from San Jose to Modesto, CA (about 90 miles point to point) in order to avoid having to return a truck, adding 90 miles to it. Hector, the GM, told me nothing was available; I believed him even though the lot was full of trucks. I accepted the truck after the customary damage inspection. The first trip was completed without incident but it was too late to make another trip and still have the truck back in time...I requested another day from the GM...it was granted. On the second day it rained, slowing my progress on the freeway. My wife was following me and as it grew darker she noticed the truck had no taillights, no brake lights and no running lights on the box. She had also noted I was going much slower than I should. We compared the readings of our speedometers and the truck's was reading about 15% faster than her minivan...a rather large discrepancy. I asked her to call the UHaul facility immediately for guidance on what to do (I was trying to negotiate a rather unruly vehicle in the dark, in the rain, no lights, San Jose Friday night traffic). An employee at the San Jose location told us to call the 800# for service, adding the speedometer issue was "no big deal because it also read too slow, being a wash in the end". Incorrect, I'm not stupid...apparently he was. The 800 service number told us to bring it to the UHaul dealer at our destination (I'm still driving an unlit truck at night in the rain!) and they will fix it. With the other choice being leaving my parents' worldly belongings on the side of the freeway 'till daylight, we complied. Upon dropping the truck off at the Modesto location, I and the GM I turned it over to noticed the truck had bald tires all around. Granted, I should have noticed that earlier, but I also assumed I would be rented a serviceable truck when I certainly was not. We contacted Hector to let him know we were going to do this, also asking for a discount on the mileage, since it was obviously out of calibration, and for the inconvenience of having to drive an unlit truck for two days, risking injury, life and property for me and anyone behind me. His very professional response: "you don't have to return it to San Jose...that's your discount." He charged my credit card in absentia (after also charging my brother's card that was used to reserve the truck). I will be reversing the charge with my bank and forwarding this letter to someone up the UHaul chain-of-command who cares to listen.

Well after 3 years as management of U haul inc they decided to pull the rug from under this family .Starts off as a ad that was placed in the company system from time to time i used too check these to see what was open in position wise .Ok well come too find out there was all of a sudden a open at another center close too our location .The Marketing co Prez decided too run this add in the company website .Well in retro speck come to find out it was our location .But advertised for the other location that was closer to us .Meanwhile all the people that worked for the store that was advertised did not say a word too us .Meanwhile we are in a 4 bedroom home with this company not easy too pull out of for one thing .Also the company president did not walk threw with my wife on what was wrong .This is a issue within its self.So there is two things wrong with this picture either he did not like us or he did not want to deal with us .In turn makes too me he did not like us .Since my wife has worked for the company for Years prior to this and another marketing company .She was recommended for the job for the failing managers before .Everything we did was by the policy and following the rules we were doing the job that they hired us for .There was no wrong doing in what we were doing .Trying to reach for help in this company is like pulling knifes across your skin.We have sent many emails too the marketing company president but no response in many of them .So our last and final days were hell on us because not only did he demote my wife but he also took my job away as a assist manager for the location and left me without one .The sad part of it all was that our employee knew about the issues that were wrong and did not have the balls enough too say he should of been the blame in all this .So not only did we get screwed from the company itself but also the employee that kissed ### of the new manager that was hired on while i was there for the last few days .It goes too show do not trust anyone and i mean anyone ! .Not only did we get had but also had no place too go .So here we sit with her family wondering why .What did we do so wrong to have not just a place to rest our heads but to get ###ed from a company that we put so much into as a team

A U-Haul 17ft truck was rented for a trip from FL to CO and now for 2 straight days we have lost 4 hours per day due to blown tires. It takes the company 2-3 hours to get someone to the scene and than approx 1 hour until you're back on the road. When you call in to the HOT line - "We will call back." WELL NO one does. They have your credit card/ money and you are in a location you don't know and all your "stuff" is in the back of their truck! Talk about taking advantage. Save yourself the trouble DON'T USE UHAUL.

My daughter rented a UHaul truck in Washington state for a move. Everything was fine, until she returned the truck. Strong vibrations indicated that the cab was separating from the bed of the truck. She was only several blocks from the drop off location and was able to slowly get the truck to that place. The drop off location was closed for a company picnic so she phoned the national UHaul customer number she had been given. After spending 2 hours (and at least 4 conversations) on the phone, she was first told to wait with the truck for a mechanic. Since this was a Sunday afternoon, they could not tell how long that would take; only that they would call back within 2 hours to give her a time of arrival. Being a 22 year old female, she did not want to wait in downtown Seattle for a mechanic who may not even show up. Then she was told that the truck rental would be free and to leave the truck unlocked in the parking lot with the keys in the cab. Thinking that this was unsafe, she was able to find another UHaul location 2 blocks away. They agreed to move the truck into their locked area for the night. We have spent over 2 weeks dealing the different UHaul representatives trying to get our refund. They can only find one "taped" phone conversation. I was told that the claim number she was given is not a valid UHaul claim number...but somehow they were able to find it after searching their sytem. I was transferred to their insurance reimbursement department and then told that they have no way to reimburse us since the truck was not involved in an accident. I was called by a customer service advocate who was no help at all and then she told me that I would have to wait for another call from the district office. I was called 3 days later and offered a $50 coupon for a future rental (which we will NEVER use). The last call was from this person's supervisor who told me they have gone "out of their way" to fix this problem. Since I paid for the rental I have been talking with these people for over 2 weeks. Now they will only talk to my daughter...since this suddenly has become "confidential" information. And they still have not produced the 4 "recorded" phone conversations from the day of the rental. (Of course, my daughter did ask for the recordings on that Sunday, but was told that their computers had "suddenly" broken down and the rep had to "hand write" everything...how convenient). This is the worst case of customer "non-service" I have ever encountered. We never even considered a refund of the rental...the only reason we have pursued it is because we were told by 2 different reps that we would get a complete refund. If they can give us a $50 coupon, then they can take $50 off of our rental bill.

I reserved a truck on line using their website, and they sent me an email saying they will call me two days before my reserved date to let me know where and when to pick up my truck. They didn't call.

Then I try to call them to find out, I waited for an whole hour without anybody answering my call. So I decided to wait for another day.

On the day before my reserved date, nobody called me either. So I tried to call them again, waited on the line for another hour, still nobody answered my call.

Then on the date of reservation still nobody called me, and I tried to call them the whole day, they NEVER NEVER answer any phone. I had to cancel my moving plan because of that.

Then two days later, I am charged $50

for cancellation! Fxxk! They canceled my truck and want me to pay for cancellation? That must be a freaking good business! Getting 50 bucks for not letting customer having their truck!

Now I'm still trying to get my 50 bucks back. I'll never use them again.

I rented a 14 foot uhaul truck on 6/14/2008. Equipment Number DC7005B. I picked up the truck and everything appeared to be going fine. They were so generous to give me 3/8 of a tank of gas. So first thing I did was to fill it up with gas, which cost me $75.

I then proceeded to the storage unit we had to load it up. We got it all loaded and drove about 10 miles to our destination. Just before we got there smoke started coming from under the hood of the truck, since we were less than 1 minute away from where we needed to be we drove and parked it there. As I turned the truck off more smoke started pouring out from under the hood of the truck.

We opened the hood to find a fire on the drivers side, we quickly got some water and started dowsing the fire. As we thought we were getting it all put out we learned that the fire has spread to the inside of the truck on the drivers side, we then put the fire out inside the truck also.

We then dowsed the entire engine and inside to ensure that the fire was out. Finally it was. We then called the Roadside Assistance who said they would be by to tow the truck in less than 1 hour, after 6 hours they finally showed up and towed the truck.

The next morning I went to talk to the General Manager of the Torrance Store (Carl Arnold). I wanted to ensure that my contract was closed out and that I would not be charged anything because the truck caught on fire. I was assured by him that I would not be charged for this. He also told me that there was nothing he could do for me at all at that time to close out the contract. He stated that someone would call me the following day to close the contract out and make sure I was satisfied.

Still after 14 days I have not received one single call back about this and have called and talked to many people about it that just keep running me in circles. To this day and to my knowledge my contract is still open and well what do you know I just received a charge on my credit card from U-Haul for this truck.

I am still waiting to get this solved, I would like to not be charged for this rental, get my $75 in gas money I spent and did not use and also find out why U-Haul thought it was a good thing to rent out a truck that caught on fire and risked mine and my family's lives when these trucks are supposed to go through normal maintenance.

Where I rented

U-Haul Centre Old Town

21707 S. Western Ave

Torrance, CA 90501

[protected]

I rent an uhaul, the truck explodes at the moving location. It's actually on fire and I should have let it burn to the ground. Called 4 different customer service locations to close the account but no one seems to have the authority to do so. They still want to charge me the minimum charges for a vehicle that explodes while the engine is off and it is parked. Customer service numbers just ring and ring and I can't seem to get anywhere. Never rent from Uhaul and am considering suing as I have the money to wait

June 14/08. Exploding Uhaul!
Went on Uhaul website to order a 10' vehicle for June 14th (three weeks prior) Received a confirmation to go to Hwy 48 location and vehicle was available. Received a phone call reiterating that. Went to location to pick up vehicle and they said it wasn't available and we would have to go to another location. This is after waiting 30 mins. Go to second location wait another 20 mins and they don't have a 10' vehicle; only a 17' vehicle. So we take it. We drive 20 mins to where we want to load the vehicle, put the truck in park, turn off the engine, go inside and hear an explosion. Something from the undercarriage of the vehicle has exploded and the vehicle is now on fire. (We have pictures!) Call the 1-800 number and it's in Arizona. They let us know that someone will be calling us in 1/2 hour to let us know what to do next. In the meantime my husband calls the location we rented it from to see what they can do and they have nothing to help us out. An hour later we get a call to say someone will call us in 1/2 an hour. We rent another truck from Hertz- Great service, great company by the way. Leave the Uhaul piece of junk in the driveway with the keys inside. Apparently the idiots at Uhaul are now calling my home phone, not the cell phone number I have just given them. 3 hours later we get a call to say that someone is now coming to pick up the truck. I get home, call customer service complaints number and they say someone will call me in 2 days. Just received their call and they say they can't reverse the charges to my credit card as the account is still open. I mean seriously how many calls do i have to make to close this account. I have called the initial complaint, the markham location, the customer complaints 1-800 number and now a new customer service number. Then, the guy says I'll give you the number of our regional office [protected] in order to close the account. Of course, this number just rings and rings. As it now stands I am considering suing this company for emotional stress and aggravation. The explosion and frustration has had me in a state of permanent shakes for two days. Come on really how is this company still in business?

They told me that I hit a tree with a 17' truck. They claim that an employee saw me hit a tree. I didn’t hit anything. They left me a message telling me this at 5:00pm right as they closed so it was too late to call them back. I called them the next morning around 9:30am on my break at work to ask them what the heck they were talking about. They aren’t talking about a full size tree, they are talking about one of those baby trees with sticks holding the, up. They told me get this "there is no damage to the truck», ok so why are they calling right? Anyways, I work for a Nursery & I know the tree they are talking about is $75.00 full retail in the store I work for. They charged my Debit Card $700.00 for a $75.00 tree BEFORE I even got a hold of them to dispute the fact that I didn’t even hit anything. Now they won’t change anything, & customer service will call me back within 48 hours, I can’t even call them, they are going to call me? What the heck? In the mean time I now don’t have a dime to my name because they are trying to get free money! This company needs to be taking to court over a freaking tree that I didn’t even hit. They told me there is no damage to the truck, & they have an employee say they saw me, but that’s crap, I think the employee did it & is covering there tracks. What happen to honest companies? I know this isn’t legal, it can’t be.

My husband and I rented a truck at the atlantic storage facility on shad road in jacksonville, florida. The woman's name was debbie that took our information. I just logged into my bank account today to see what the exact charges were. She drained my account! Over $5,000 in my account and it's all gone! The police are on the way to my house now so I can file a police report. Hopefully she will be arrested today. My bank was nice enough to contact the owner of the storage facility (He's from iran) and he didn't understand a word that they were telling him. My poor bank gave up trying to explain the situation and just told me to contact the police myself and they will credit my account back. No doubt the woman is no longer working there. What a complete disaster! As if there aren't enough bad comments on here about u-haul, you can add this one to the most extreme!

Natalie

I will never Use U-Haul Again!

Behrouz Roomiany- July 24 07
I have not received any answer back yet!

1) Tursday July 12th- My first E-mail

I made a reservation for a van on 06/14/2007 with maria at u-haul branch in bakersfield.

I told her my destination is monroe, wa. She said that she can not find monroe in the list and she wanted to know if we have u-haul location in monroe. I told her that i'm pretty sure that there is one in there.

She still was telling me that she can not find anything for monroe. Finally she told me that she will put seattle as my destination but i can drop the van off in monroe if i saw a u-haul location .

Few days later when i was sighning the paper work, i asked her again about the destination and she again asured me that as long as i return the with no more milage or less amount of gas there is no problem.

Today i check my credit card on line and i noticed that there is an additional $553.30 charge from u-haul branch in monroe, wa.

I called the bakersfield branch and and i talked to april mallwood. She introduced herself as the manager assistant. She said you can not do any thing because you sighned the contract for seattle not monroe. I explained what had happend in detail. But she said she can not do any thing about it. I requested to talk to the manager but she said she is not in. Then she put me on hold and after few minutes she came back on line and told me that she can refund the charges back in to my account but u-haul has to change the destination now from seattle to monroe which has different fee and is way more expensive.

To me it sounds like u-haul staff made a mistake but i have to pay for it. Customer service in that location is horrible. I mention just few of them:

1- The van that i got was dirty and was not washed. Windshiled was full of dead bugs. When i mention this to felisha, who is the lot attendance, she said that they are short in staff and i'm the only one in here. She was complaining about william mcthrow who is the manager/owner. Finally they did not wash the van. I have pictures and video film.

2- I was promised a locker for the cargo. When i asked maria, she went to a guy who was covering for the manager and he said "we don't have any locker, buy one".

3- I wanted to put my car on transporter. I asked felisha if any one can show me how to secure the car on the transporter. She said "as you can see i'm the only one and i have no time to show you this. You can go to service department and get help. Customer safety is not a concern for this u-haul branch.

4- We came to inspectin part and again i was told to go out and do the inspection yourself and mark the green sheet. I did it my self and i wrote it down.

This was the worst u-haul customer service that i've ever seen. Your web site says that i will recieve a respound with in next 24 hrs. I hope so.
B. Roomiany

2) July 12th- first respond

Dear b. Roomiany,

Thank you for taking the time to contact us regarding your rental concerns. We apologize for the difficulties experienced and any inconveniences caused by this matter.

Your communication has been forwarded to the office responsible for the area in which your situation is based. We have requested they review your situation and contact you in two business days.

Customer satisfaction is vital to our success. Again, we appreciate you bringing this matter to our attention.

Sincerely,
Katy arnold
U-haul customer service

3) Monday july 16th- my second e-mail

Hi katy,

Thanks your response to my e-mail. You have mentioned that with in next two business days u-haul will contact me. I received your response on thu, 12 jul 2007. Today is monday and i have not received any response from u-haul yet. Please let me know why is that?

Regards,
B. Roomiany