GEORGIA -- Rented a 26 foot U-Haul and auto transport to move household belongings from Georgia to Florida. It began raining during the first part of the trip. After the movers arrived to open the truck the next morning, they informed us that the truck had leaked rain water and our mattresses, several boxes and some other furniture was wet. The only thing that concerned us was that the mattresses had obviously become large sponges; the water lines were about 1-2 feet high, and it took a couple of days in the sun to feel dry to the touch.
We reported the faulty truck when we turned it in, and were told to file a claim because of the possibility of lingering and future mold/mildew problems. These are relatively new mattresses, now with yellow water staining and possible unseen mold growing inside.
After filing the claim and responding to a lengthy phone interview, Repwest informed me I was denied compensation because water damage is not UHaul's responsibility and there's a little sign somewhere in or on the truck stating this. Period. Users beware - that same truck is somewhere out there for the next unsuspecting customer.
CARROLLTON, TEXAS -- I rented a Ubox container to move furniture and some personal belongings from Texas to Virginia. I took out insurance and shame on me, I assumed I was covered. I hired a moving company through U-haul's moving help site to pack my container and it was delivered to a U-haul storage facility in Virginia. When the container was delivered to me, the moving company in Virginia which was also contracted through U-haul advised me that the marble top on my antique dresser was cracked completely in half.
I then contacted the U-haul location in Carrollton, Texas where I rented the container and advised them of the issue. Then things got real interesting. They had me contact their insurance provider some company called Rep West. After 60 days of trying to get my claim settled, I received a letter and basically the insurance coverage didn't cover much of anything.
It was determined my damage was caused by incorrect packing and shifting of the container and was not covered. I then contacted U-haul again and they put me in touch with their Plano, Texas office where the Ubox was actually shipped from. I was asked to email a copy of my receipt showing insurance to the GM. I did that and I have not heard another word from anyone. This has been the most horrific experience. I would not recommend U-haul to move anything even across the street.
I experienced two thefts. Told I would be ok after the first but before I could retrieve my remaining property I was robbed again! Lost nearly everything including all my clothes, stereo equipment, art books, and music, as well my photos and art work. I HATE these guys and would NOT recommend U-Haul to my worst enemy! DO NOT TRUST U-Haul!!!
HUDSON, FLORIDA -- Horrific! Agree! I had a good experience from Monterey CA to oceanside & back but from CA to Florida the vehicle broke down 3 times, extra hotels, food & time spent and my furniture (new, some got wet with a leak in the U-Haul) no compensation! From Florida supposed to have been Phoenix but they demanded a drop-off address so I had to give my old one and with witnesses I made it clear I had no home and Arizona (Phoenix) was where I was going.
On trip, got a call over 1000.00 tacked on if I drop it off there because of wrong drop off and money for the trailer, vehicle and insurance added. Bull! I made it clear phoenix and Monterey I had no home. Looking for a home in Phoenix and tons of money spent on hotels, food, gas & I have sle lupus & was so sick with stress. I get calls back for homes and no, I lost them because I was forced to drive sick back to Monterey after all the money and time I spent looking for a home. So I cried and cried and had two extensions should have only been tops 400 even though I was told 40 a day. They have these recordings. Listen to them.
I am homeless in Monterey, money gone and I had to wait 7 extra days because the manager in Florida was supposed to call me and the only one who could fix it. It was a Friday and no calls all weekend with me constantly calling. Then this happen again. I have witnesses. I got so sick with my lupus. I was scared enough not knowing where I was going to get a home in Phoenix then after talking to 9-14 U-Haul people I could take no more. The manager in Florida said "you made the reservation over the phone so we need their recording." I said "no I did not. Me and a man came in directly and made the reservation."
She admits to remembering me saying I had no home so Phoenix would be where I would most likely look and she said just call in and give the drop off so no extra charges. Really, they were taking on money anywhere they could and stalling. She the manager in Florida said this "I called my supervisors and can get nowhere and I can only say drop it off."
I refuse to pay the extra after the 1829.00 I paid up front. No way. They owe me for time, lost homes, my health, a vehicle we found out after tons of cars beeping at me because the lights stopped working. We look and the wires are broke but I was told to hurry up and drop it off so I kept going. So to Florida and back has been a nightmare and I am in a abusive situation because U-Haul workers could not do their job and customer service would not right things. I will not pay more. I have witnesses, receipts and my Dr to take to court if they wish. I am so aggravated, depressed and scared. I am stuck in this place sick. Great job U-Haul for messing my life up now.
HAZELWOOD, ARKANSAS -- Unfortunately, I have no photos or images concerning my contract but my experience is unbelievable. On May 30th 2014, I was on a website concerning getting prices for a one way move from Hazelwood Missouri to Little Rock Arkansas.. As a customer, I have experience conducting business with UHaul in Little Rock always with satisfactory results, until this last horrible experience. I have rented a van just local in Little Rock Arkansas with satisfactory results.
On August of 2013, I Have rented a 14 foot truck with a tow dolly one way move to Hazelwood from Little Rock wasn't nearly as expensive as I had to spend getting back. I am very much aware of cost of living. It's more about tactics and deliberate attempts meant to discourage and manipulate. Now back to May 30th 2014. I realize the demand was higher than supply so prices for a 14 foot truck with a tow dolly was well over 750 dollars plus taxes so the 30th of May was Friday. On Saturday as I talked to a customer service representative, the prices were basically still same because there was still a high demand.
I finalized my reservations with customer service representative on May 1st, early Sunday morning a set price of $523 plus tax which included a tow dolly and 14 foot rental truck. Later on that Sunday morning, I went to the closest UHaul facility which happen to be in Hazelwood Missouri. I wanted to make sure the price that was finalized over phone matched what the UHaul Hazelwood location had at that particular time it was. But then supposedly there was no tow dolly in supply so I had no other choice but to accept a car transport which is more expensive and supports a vehicle without any tires rolling.
As you travel, the tow dolly on the other hand travels with rental truck but with rear tires in motion and is less expensive compared to auto transport so the employee by the name of ** says, "Since no tow dolly was available I will have to accept the optional which was the car transport but I would be priced the same as if I had tow dolly 59.00 plus tax. That was reasonable it seems, but not when it comes to gas mileage and the weight of the thing, not to mention that 14 foot truck gives you 10 miles per gallon which has a 40 gallon tank .
Now **, the employee, tells me that it should be rental truck available last 2 hours of the business day this particular Sunday. So mind you, UHaul Hazelwood closes at 5 p.m I get a phone call right at 5 from ** the employee who states to me that truck will be available Monday at 7 a.m but he would not be in at this time but his general manager by the name of ** who will be present when I come pick up truck.
The price was still set at 513.00 plus taxes which includes 14 foot truck plus the car transport. I appear at the Hazelwood location and I am talking to general manager. I talk to ** the general manager about me picking up truck that was scheduled. He told me I will have to wait until p.m. because they have to go pick up the truck but asked me if I wanted to go pick it up even though I am the customer.
This was before for whatever reason they have me picking up truck for Tuesday. I told him no, I was supposed to pick up the truck Monday and pick up the car transport Tuesday. Talk about frustration and mental anguish and I am not being irrational or raising my voice so, we managed to come to a solution that I will come back and come get truck by 2 p.m.
I got there and now ** the employee, is present. We went over what was gone over numerous times. A 14 foot rental truck with car transport. Now my total at this point was 503.00. So, I presented my bank card and I have only 305.00 on my card but I have the rest needed to complete transaction with cash. At this point it makes things difficult. Easy, quickest, less expensive solution is to go to bank and deposit what is needed to finally complete transaction. So, I went back and paid the transaction, got the truck, went home and I decided to go back to UHaul to purchase 2 large UHaul boxes.
As soon as I appeared in store, ** the employee, tells me that I didn't purchase the use of the car transport for Tuesday, this is still Monday. I told him "How can this be", that it wasn't paid and we have been planning everything since Sunday. He said there must be a glitch in computer. Its a glitch yes, its a glitch. The glitch came when I tried to complete the transaction my first attempt. When I did not have the 500 plus on card. When I left, something sinister has happened. So ** told me he can check my phone records and go through all my conversations with the customer representatives past 2 days to see if I am accurate. More mental anguish.
I called customer service and I talked to one that told me what I'm complaining about is in fact actual in my favor. However she is unable to do anything about this problem. So she connected me with the traffic or inquiry and she told me I have to take it up with the general manager because he seen me Sunday going over the final price. ** told me it takes 2 days to go over my phone conversations, unbelievable.
Onto Tuesday morning. I went to UHaul to pick up the car transport and the general manager is adamant that I still have to pay for the car transport. So, I have no other choice but to pay 503.00 plus an additional 69.00 now. Since I am paying cash, I have to pay 139.00 because I'm paying cash.
I got a phone call, ** the general manager, asked me if I have any money on my bank card. I said yes and he deducts a dollar off my debit card but I still paid 69.00 but not 139.00. This supposedly is a break but this is the deal breaker. My trip is set for 412 miles Hazelwood to Little Rock.
Every 30 miles, I'm stopping to keep truck full and now I'm 75 miles from Little Rock I have to use bathroom but I'm stressed because I'm going to go over my mileage rate. I called customer service and they direct me back to inquiry and its the lady I talked to the day before that tells me whatever problem I have from Monday, to take it up with general manager. I tell her my mileage dilemma and she claims she will give me additional miles but before I know exactly how many additional miles, we lose reception. Wow unbelievable!
Also, I forgot to add, the general manager gave me a completely different location to drop off the car transport completely out of the opposite direction where I am supposed to drop off the truck. I called him and he told me to disregard and take the car transport where I am dropping the truck off. I am getting headache all over again. I get to Little Rock and no problems. Gave me courtesy miles and reasonable time bring truck rental back. I gave no reason whatsoever to be treated as I was out of 800 plus dollars for a one way trip from Hazelwood Missouri to Little Rock Arkansas with mental anguish.
BALTIMORE, MARYLAND -- I don't know about the rest of the reviews on here; I didn't have any issues at all with the U-Haul location staff or installation. My big issue came from the online system. You can 'book' an appointment at your local U-Haul through their on-line ordering system when you order all of the parts for your hitch.
However, this system is not connected with the stores schedule. You pick an appointment day, are scheduled for that day and a representative is supposed to call you and let you know what time to drop off your vehicle on that day. But, this is not the case. The location will call you back and they may not have availability for that day (or in my case for 2 weeks after I needed to move). I called the actual center or go in to schedule anything with them. The online system is a sham, the call center IS NOT helpful, and they charge your card immediately if you book online.
I will say, the U-Haul center on Pulaski Highway was incredibly helpful in trying to remedy the situation (they deserve a 4 star rating). The manager, Cheryl, was great and had great customer service skills, and was able to fit me despite their full schedule. She was so helpful I still booked my trailer rental through U-Haul and bought packing materials at her store.
MONTEREY, CALIFORNIA -- I previously wrote a review and it all stands as is. I must add the good part I found out today. Thus far (Monterey's Manager) felt something was very wrong after I left a long letter explaining everything as I did in my review. She (The Manager) went through all my records and recordings and went to her managers and said "I cannot charge this lady the money charged to her and something is not right."
The, thus far, best relief, the manager had my bill reduced way down, way down to a fair amount. I understand to most and even I feel I should pay nothing but at least this lady Manager resolved this enough to make me jump with joy! It's bad enough my situation with my family life and my SLE Lupus so all the added stress just tossed me off my center. I am sick again yet if this resolution stands I am happy enough.
My good name means everything, my character. And I was sick to my stomach daily and thinking about it all the time. Were they going to make me take the them court and I would have. To have so much stress in my life and I lost homes I had applied to in Phoenix and will need another transport and I am Not in a good situation in another state completely; still had to pay new movers and do it again but at least this lady manager on Commission ave in Monterey did something. She could see all the times I have rented and paid and seriously stand up for yourself. Write a letter, precise, proof & witnessed. I pray you also get someone who can at least resolve issues.
CHARLOTTE, NORTH CAROLINA -- DO NOT USE THIS U-HAUL LOCATION!!! My entire experience has been an absolute nightmare. I am currently awaiting an acceptable response via the Better Business Bureau. The equipment I reserved and needed to complete my move was not supplied (as contracted). According to ** (Uhaul rep), a "reservation" is not guaranteed. "If someone comes in off the street and needs that equipment, we have to give it to them" and "woman to woman", I should have been able to handle my moving my washer and dryer without any assistance. ** should not be allowed to speak with upset customers. My frustration was escalated after my conversation with that rude woman.
What an embarrassment for the business as a whole! I was offered a $50 refund (total spent was closer to $450) and a $50 "VIP" future credit. I'm guessing that "VIP" carries as much weight as Uhaul's definition of a "reservation", therefore I declined. If you're looking for a moving solution, do yourself a favor and look elsewhere.
AUBURN, ALABAMA -- Reserved a truck to move to Tennessee! Had reservation for weeks, was called the day before and told I would not have the size truck I ordered but would be given a larger truck, but would only have it 2 days instead of the 3 I booked! Then they called back and said, I would not have a truck at all! This is not the first time this has happened! 4 times I have either not had a truck or had to drive 50 miles to another town to get it! Penske is much better company, I will never deal with U-Haul again!!