U-Haul International
Reviews and Complaints

My husband rented a U-haul truck in May (under Phone number [protected]) at MPG Equipment in Eufaula, Alabama 36027. Returned the truck May 14, 2018 to MPG Equipment in Eufaula, Ala 36027. Should have received a refund check from U-haul for $165.07. On June 12, 2018 we have still not received the refund! I called U-haul customer service and was told the check had been mailed out and that it sometimes take a few weeks for the check to make it to our destination. (I waited for 30 minutes on the phone before I was able to talk to an individual). On 6/21/18 @ 2:45 pm, we still have not received our refund check, I called U-haul customer service the second time. It took 15 minutes this time before I was able to talk with Debbie. I was told the check was mailed out on May 18, 2018 for $165.07 but did not have a street address. Debbie could not locate anyone who could tell us where the check was! She corrected the mailing address in several areas and sent an e-mail to (I believe) a supervisor filing a complaint (#1835383). Said I should receive a reply within 72 hours. I also called MPG EQUIPMENT at [protected] on June 21, 2018 and was told they could not rent a u-haul without putting a mailing address in the computer and that it was probably a "computer glitch"! I don't know where the fault should be placed but I do know this is VERY POOR business on U-haul's part. If I did business like U-haul is handling business I would be arrested for not paying my debt! Now we wait for someone to locate a check and send to us?

I talked to a customer service rep to set up a pick up for a trailer rental. They sent me 50 miles away from my home. I called to cancel and reschedule and they told me I couldn't reschedule until the next day. They called me back the next day and told me to pick up the trailer in Rockford, MN again 40 minutes away, but we needed the trailer so we took it. After arriving at the uhaul dealer they proceeded to tell us they didn't have a trailer for us. So, as we were leaving we noticed a trailer outside and asked the guy. He said that the trailer had 3 bad tires and was not rentable. So we still don't have a trailer and we now have to pay extra fees on our storage unit. Twice we were thrown around. It is getting ridiculous!

I had recently been in the hospita, and when I got out remembered that I had to pay my storage bill. I haven't been receiving my mail from u haul (as it was being with held), so I called to find out the balance and pay it off. The woman I spoke with on wednesday may 23, 2018 at around 3:20 pm was very rude in her tone and seemed as if I was bothering her by asking questions (which is her job as customer service). I was asking about late fees, which she seemed annoyed to answer my questions, when I was only trying to clear my bill as soon as possible. I was very disgusted by her tone and attitude. If you don't want to be asked questions about late fees and/or company policy, than don't be a customer service agent. Honestly, very bad for business and not a good look for your company. Just by reading the reviews seems like, i'm not the only one dissatisfied with service from the people that represent your company.

Reserved a small panel van 2 days in advance. Arrived on time to pick up van & had to wait an hour and a half in line because the U haul store is very under staffed. Very poor customer service! Will be reporting this to the Better Business of Alberta. Also calling CBC go Public to have them put this incident on Television to show how poorly this business is run. Have on video .

When i turned in the truck it was to a key box. With a phone # to call had to take a photo of the truck mileage and fuel gauge., forward it to the b text message. I rented the truck on the 29th of March turned it in on the 31 of m
March. April the 5th i noticed there was a charge for $60.89 on my USAA credit card from Wheatly Citgo when i turned the truck into. I did not authorize any additional charges or was i told there would be any. This is very dishonest way for this location to make extra money. Was not at all pleased with the way the turn in was handled.

Hello,

U-HAUL
U-Haul Contract [protected]

We recently added a hitch to our vehicle provided by UHAUL on 12/19/17 in Lawrence, KS, this week (3/26/18-3/30/18) we are experiencing problems with our brake lights and turn signals not working. After changing the bulbs, my brake lights and bulbs were not working. I took my vehicle to 1393 12th St SE, Salem, OR 97302, to have my hitch checked out, they said that the problem wasn't fixable at their location. This Uhaul store directed us to travel to Beaverton about an hour from Salem, OR, I order to have my wiring and hitch fixed. Please be aware that my brake lights and turn signals are not working and the UHAUL store directed us to drive negligently to the Beaverton location. We asked if UHAL would provide towing since we have no brake or turn lights, they said it was not. The Uhaul location also mentioned we needed to drive to Tigard, Oregon to pick up a part and travel to Beaverton, Oregon, in order to get my car wiring fixed. Uhaul told us we needed to travel over an hour, about 50 miles out of Salem, OR with no brake lights or turn signals, in order to get our wiring fixed. They aslo mentioned that we needed to stop in Tigard and provide them a part that is needed to get the job done. We feel very uncomfortable driving the vehicle and cannot afford a tow from Salem to Beaverton, OR. I just that the matter be looked into deeply, because as a long time customer we have never be confronted with so many problems. We also were very persistent in calling and leaving voicemails, none of which were returned within a timely manner. As a customer for the last 5 years, I do not appreciate Uhaul disregarding safety and basically recommending driving without brake lights and turn signals due to faulty wiring on their behalf. I am very angry and disappointed in Uhaul for all the hoops we need to jump through in order to fix the wiring. I just asked that Uhaul do right by us, as we have invested over $800.00 in Decemeber 2017 in parts and services. I don't see why Uhaul can't send one their Beaverton techs to Salem, OR, or perhaps pay for the towing of my vehicle, so we can avoid any negligence or accidents. Thank you.

-Cecelia Curley
[protected]
cweet.[protected]@gmail.com

ATTN: Mr. Taylor:
I have been a customer for over 10 years. I have my 2 rentals at 3001
MC Arthur Road Whitehall PA . Bradley Moharter is the Manager.
I have been threatened by Brad for Delinquent charges and late payments. I pay 2546.04 at the end of each month. I am constantly charged with Delinquent Fees . I have a current balance for 123.33 which
I have sent a check to Brad. I was recently told if I don't pay this amount of 291.88 they will take my building away. I have called your company and reached customer service I have never receives a call and Brad will not at any time call me or speak to me. Do I have to take legal action. I am asking you for your help. I have called U Haul in Whitehall and Brad is never there or avoiding me. I will contact Better Business Bureau and etc. I want this bill and I will pay what I owe not all late charges and etc. My home phone is [protected] at work [protected] I ask you again to please let me know of how I can resolve all this. Your name was given to me by one of your customer service employ. Thank you, Lou Ann Vlahovic

I ordered a uhaul on Friday February 2nd to be picked up today, February 5th, went to pick it up and it was dead and would not start. Was told by the man who we paid that it happens because it's cold (and snowing as we arrived). So we got it jumped and he said to leave it running for about 30 mins and we let it run over an hour and then shut it off for 5 minutes and then started it again and it died. Won't start and the roads are getting worse and just waiting on the guy to come jump it again. Don't want to be charged for dropping off a bad truck when it's what we were given. We also were told it would be $313 and when we picked it up it was $331 and weren't explained on the extra charge.

On the 16th, I posted a complaint about what I consider to be poor customer relations by Uhaul. On the 17th, I went to my local Uhaul retailer to discuss, in person, my issues with Uhaul. The lady was very helpful and offered some ideas to solve my truck availability problem. One of her suggestions proved to be just what I needed and my problem was solved. I wish the online service could be as helpful.

Wanted to rent a truck and had to go online to arrange reservation. According to the site, I would have to drive an hour away from my home to pick up a 15ft truck. Why? There is a uhaul rental place 1.5 miles from my home. I initiated a chat and my request was answered by someone named Dominique. I was typing my question when I realized that there is a limit of 140 characters so I had to go back and abbreviate words etc. to make my issue fit. While I was re-typing, my chat was ended due to a 3 min. limit. Really? I hate having to do things online anyway. God forbid humans interact with each other personally! I guess businesses that require business to be conducted online don't care about the older population, that are more financially secure and less likely to tear up equipment. Going to CALL a local company. May cost me more but worth it.

Hi I am a mother of three children this past Christmas our family moved into our new home. We called U-Haul and I reserved a truck for later that day. I had hired two gentlemen to move our belongings into the house. As I drove towards the U-Haul location to meet the movers and sign the contract my phone ring. The movers explain they had already left the U-Haul dealership and we're headed to my storage unit. I was very confused? How could the truck be rented without me being present? Long story very short after my belongings removed into my house. The movers were told to return carpet to a local carpet store. Then return the U-Haul ASAP. I was dealing with a death at the moment as well, Christmas, children, all by myself. Needless to say I get a call from the carpet store explaining they never received the carpet. So I call the local U-Haul dealership and spoke with the GM. He explains to me the U-Haul was never returned to them it was left parked in a shopping center parking lot. I now have no carpet in my children's rooms they are running around with plywood on the floor. Please keep in mind I had paid for that carpet it was being returned and exchanged. It's being held for ransom by U-Haul in a storage unit they signed me . How is it legal for someone else to sign drive and not be responsible for the U-Haul?My thoughts were when I gave the credit card information it was only to reserve the truck until I arrive.

I cashed in 6 winning scratch off tickets totaling $120.00 at 360 n 3rd st [309] US gas and mart/Uhaul this morning Dec 4 @approximately 10:30am (est). I asked the clerk for 12 $10.00 crossword scratch offs but I failed to notice for a couple hours that he only gave me 8. I went back to the store and asked the clerk and his younger female co worker, probably his daughter, to review the lottery take versus the lottery sold at end of day and I was met with attitude and contempt. They absolutely refused to look into it, claiming that I waited too long to come back. I told them I lived far away and I just happened to stop in that morning. My tickets numbered from 9 - 16. That means if they legally kept count of the tickets that they sold they should have easily been able to find the discrepancy. I understand that this is only $40 but the principal remains the same. This "business" that represents the state of Pennsylvania utterly and unequivocally failed to respond professionally to a cheated customer. I ask that a lottery representative look into this matter and find out why this small store would feel the need to take money that doesnt belong to them and refuse to do the right thing. I want my money back!

I reserved a cargo van to be picked up at 8:30pm from the commercial drive Raleigh nc location using the self service feature uhaul offers for after store hrs. Going through the process I was denied pick up of van because my photo they make you take didn't look like my drivers license photo ( in my DL photo my hair is down and I'm smiling, in the photo taken for uhaul my hair is tied up and I'm wearing my glasses). I called customer service and the reset my reservation for me to be able to send another photo in. I was told to take off my glasses and smile ( automatically I feel as if I'm being antagonized or made fun of) I did what I was asked. The next step is the color test where a color word can say pink and it's written in pink and you are to pick I'm the color to match the word. They denied me again. Apparently I failed the test. Ok. I call back customer service and end up speaking to a so called manager by the name of "Brittany Jones" from Phoenix Arizona's corporate call center, who turned out to be VERY rude. I asked Brittany about the test and how was it supposed to be taken with no real way of showing you how to take it and she replied " I've never taken the test so I don't know how to take it" (something extremely close to that effect) My question was HOW ON EARTH DOES UHAUL ALLOW THEIR CUSTOMERS TO TAKE A TEST THAT THEIR EMPLOYEES ESPECIALLY THEIR MANAGERS ARENT EVEN TRAINED TO UNDERSTAND and NEVER taken themselves but has these high expectations of their customers understanding how to take it? You can not begin to understand how upset and livid i am. Brittany was EXTREMELY rude and disrespectful .. I asked for a copy of our call and asked how long it would take for me to receive it and she said 78hrs. Hahaha. And this is the kind of people Uhaul hires as managers. Well due to uhaul and their extremely terrible customer service reps I lost $10k worth of antique furniture that was to be picked up at a certain time. I have already contacted my family attorney and I will be filing a claim to get back every time and dollar lost and also for pain and suffering, I will also be taking this to the news once I receive a copy of the phone call. Please train your customer service reps on the things you expect your customers to know. Brittany is disgusting and having her as an employee makes your company as a whole looks dispicable.

On Sunday November 12th I placed an online order for a 20' truck, a couple of dollies and moving blankets to be picked up first thing Saturday in Abington, Ma. Order was confirmed and I heard nothing all week. I have a crew of guys showing up at 8 on Saturday morning to help with the move. On THURSDAY NIGHT November 16th I received an EMAIL stating that I would have to drive to QUINCY, Ma to pick up my truck! Easily another half hour drive from Abington and a HUGE inconvenience for me. I called the number in the email and was transferred out of the area where the person did try to help rectify the situation (wasn't even her region!) She was unable to find anything similar closer to me and I was told my ONLY option for a large enough truck would be to drive to get up early and drive to Quincy! So now with a day left I am out of options and extremely pissed off with Uhaul and your services! I was also told in a follow up email that Abington would not and could not pick up the truck in Quincy and have it ready to go for me in Abington! This is horrendous customer service. I have yet to even receive a phone call from ANYONE!

We moved from Michigan to the UK in early September of this year and chose UHaul as our storage facility as we will be out of the country for a minimum of one year. After making my reservation, I contacted UHaul no less than 4 times to ensure that our unit would be climate controlled and packed according to those specifications. I was shocked to discover, one month into our contract and after our arrival in Wales, that our belongings were not in a climate controlled environment.

I tried to ascertain from the manager how to navigate having our belongings moved from the Jackson, Michigan location to a climate controlled facility (there seems to be one in Grass Lake) My last question to the manager at Jackson (John Collier) was in regards to this and he referred me to another gal at a different location. I would be happy to forward the emails to you though he has been generally helpful but defensive on the stance of who told me he was a climate controlled facility (understandably).

Bottom line, our belongings need to be put in a climate controlled environment. How do we accomplish this because we, obviously cannot physical do it from 3800 miles away. Thanks. Contract and details below:
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Unit Number: [removed]

Next Bill Due: [removed]

Balance Due: [removed] 



Additionally, when we will be returning in November 2018, we will need to ship items we have acquired in this country back to the states — hopefully to the facility with our other belongings. How do we accomplish that?

Thanking you in advance.

Richard and Rebecca Fitzmaurice

I moved from stuff from tn - nashville 37211to florida - tampa 33647 on 30th sep 2017. I was provided a written commitment of delivering of my box at my location on 10th october. The mover brought the box on 14th october and that was not my box. My box was mistakenly sent to pennsylvania by nashville uhaul office. After several chase I got my box delivered on 23rd october. I was assured that I would be paid 50usd per day if box not delivered on agreed date 10th october. But now no one responded to my call emails. I am totally posed of by uhaul unprofessional behavior. My order no is [protected].

I had rented a truck due to my truck being broke down ... I had extented the rental n was told to come in and give more money did soo letting them no i may need to extend longer as the mananger had said no problem soo before the agreement was up i had called to extend spoke to customer service.
Then i recieved a text msg saying the truck is reported stolen n that was not right they said they tried to call me witch i have record from my phone company that they didnt then they over charged me n threatened to report stolen again as they had the truck rented witch way a lie again cause for the following two days the two other trucks had not moved

251-37 Jericho Tpke Bellerose NY 11426 Location

HORRIBLE CUSTOMER SERVICE ! We rented a trailer 24 hour rental 1pm pick up 1pm drop off ... Got to the place due to short staffing I was only able to pull out of the store with the trailer by 2:00pm . Shortly after pulling off I recieved a phone call from a employee who was extremely rude asking me if I could return the trailer earlier than 1pm (even tho I only got the trailer at 2pm) because another family needed it . I explained that I rented the trailer for 24hrs and I pulled off at 2pm so I will be returning it at the time due to me 2pm . She became more hostile and said she was going to review the cameras to confirm my story and when I asked her name she hung up on me. I called the store requested to speak to a manager, his name was Cliff . I started telling him my situation and my complaint, he put me on hold to pull my reservation as he comes back on the phone he asks me "so how early can you return the trailer?" REALLY!? I explained I had a 24 hour rental he told me there is no such thing as a 24 hour rental . (A lie) .. Then I said if i return the trailer early will I get rembursed anything he said no. I was so fustrated I said I was coming back to the store to return the trailer and I want my money back and forget the rental . He told me they don't do refunds... I had to call Uhaul Corporate to file a compliant which in turn they called the same store and resolved this issue. They are rude, no people skills, no respect, horrible horrible customer service . They try to scheme you out of your money and they complete misrepresent Uhaul ! DO NOT USE THIS LOCATION

I reserved a truck for 5:30am this morning at 5am I checked my reservation and it said it was good to go for 5:30am I get to the uhaul and there are no after hour pickup boxes, so I called costumer service they took my phone number and name and put me on hold for over 20min so I hung up and called back, the next person just connected me to the store I was renting from without informing me that they where doing so, obviously they are closed that early, so I called them again and they said my time was changed to 9am since they don't offer after hour pick up, I have a screen shot I took that morning at 5am of my reservation and it clearly stated 5:30am, the costumer service is horrible instead of answering my questions they just try to pass me along or wait for me to go away, this was the worst renting experience I ever had, not only did it Set me hours behind on schedule, but also waisted my time and money. I would like to get Reimbursed for my time waisted. I also record all my calls if needed by complaint department.

I rented a truck on 10/22, and was informed to bring the truck back at 7/8 of gas. Upon my return, I stopped at the gas station next the U haul and paid, 10.85 to bring the gas back to 7/8. The amount I put in went over the amount, so I figured everything was good. However, I just learned that I was charged and additional $8+ of gas. I tried to address this with representive to no avail. I believe I was overcharged, and requests that I be refunded for the gas charge.

Contract No. [protected]