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Uhaul Now Provides: Physical Assault On Customers And Charge An Extra $280.00 For It
Posted by Uhaul bites on 11/22/2005
I recently rented a UHaul trailer to move my belongings from over 1200 miles to my new home. Upon arriving in my new home town to take the UHaul to the drop off point and to unload the UHaul in one of their storage facilities, I was treated very unfairly and was also assaulted by the manager of this company.

Customer service is definitely not one of Uhauls better services. Being screamed and yelled at seemed to be their better services they provided. I had spit from him yelling strewn across my face and was grabbed and shaken by this person as well. He told me he was tired and wanted to go home and and I would have to leave my belongings unsecured as he threatened to kick me out of his facility. Mind you it didn't matter that he had already kept me waiting in his store for over 1 hour while he ignored me and helped other customers during this time frame. He also told me since I kept him late he was going to charge me another $250.00 for his inconvenience. Which he did in fact do the next day but it was $280.00 even though my contract stated I was paid in full. I had to call the local police to protect myself, my small child from being assaulted further, I was scared and intimidated by this older gentleman.

So lets sum this up... I was overcharged for a service, treated rudely, assaulted verbally and physically and regional office tells me they will now sue me for slander if I publicize any of the truths in how I was treated. I was also threatened over the phone by the regional office that I better watch my back, they know where I live! How is that for customer service and satisfaction. I will never in ,my life use this service again and will listen to others when a bad review is given to me as it was before I hired them as my moving service. I just want to add that I am 5'2", 110lb female, and yes I did press charges. This gentleman had my husband go drop off the trailer, and waited till he was at the back of the lot to attack me and my another female I had helping me.

     
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Posted by Anonymous on 2005-11-22:
You let some old guy spit on you then put his hands on you? Assumming that you are a man(?) why didn't you defend yourself and your child. Did you press charges? Uhaul not only bites they kick @ss!
Posted by cycolbur on 2005-11-23:
have you thought of turning the tables on them and suing. i would not even hestitate. call bbb also.
Posted by miketech on 2006-01-18:
Oh that's bad. Follow through with the pressed charges and hope he gets alittle time to cool his heals. Did you call Uhaul? I'd get that charge refunded, your in luck cause it sounds like you had a witness.
Posted by tigerhwk on 2006-01-26:
You are such a liar
Posted by uhaulemp on 2007-10-17:
I belive that is the worst story I have haerd and that you should go above that regional area and go straight to corp.
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HORRIBLE CUSTOMER SERVICE!!!!
Posted by Womanjudge on 08/03/2004
LEWISVILLE, TEXAS -- On July 16th I reserved a trailer hitch and trailer to move my daughter to Florida on August 5th. U-Haul took the $50.00 deposit out of my account that very day and gave me confirmation numbers which I believed I could count on. They were to have called me on August 3rd to schedule the installation. No call. I called them - guess what? They didn't have a trailer hitch and couldn't get one unless the overnighted one from their corporate office the next day - which would cost me a day of vacation and travel time. I asked to speak to the manager who was always with "another customer" and who never returned my call. I was advised I could complain by calling 1-800-GoUHaul. I called and was finally able to get a hitch (already in stock!) in another City which meant I had to drive 50 miles one way just to get a hitch that I didn't want to buy! U-Haul has horrible customer service and, as God is my witness, I will NEVER again use U-Haul!
     
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UHAUL IS AWFUL!!!!!!!!!!!!
Posted by Idontlikeuhaul on 06/09/2006
ROUND ROCK, TEXAS -- I am sick and tired and exhausted! I waited for 4 hours in the hot sun in Arkansas for UHaul to come and fixed the flat tire on the 4x6 trailer that I rented. I am trying to drive from Texas to Michigan to be back with my young children.
UHaul gave me a bad trailer with bald tires!
Giving me a bad start in Texas!
I had to call them over and over again.
I was on the highway in a dangerous spot with a flat tire!
When I told them I had a flat they asked where is it!!
They seem very uncaring and very demeaning!
I will never rent anything from them.
They cant understand plain English!
they make me repeat numbers over and over again and then tell me that I'm not reading it right but I am.
They told the service man the wrong direction!!
He was lost because of them.

UHaul is a very terrible company!!

I WANT MY ALL MY MONEY BACK AND INSURANCE ON THE PIECE OF JUNK THEY GAVE ME!!
AND I WANT TO BE REIMBURSED FOR ALL MY CELL USAGE TOO.

THEY KEPT ME STRANDED FOR 4 HOURS!!

THEY ARE VERY DISGUSTING!!
THEY DON'T TALK NICE TO YOU AND THEY TALK VERY DEMEANING TO YOU.


     
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Posted by Anonymous on 2006-06-10:
It looks like Uhaul stinks big time. http://www.phoenix.bbb.org/communitysponsors.asp
File a bbb complaint.
You also should've did the safety check before you left.
Posted by Anonymous on 2006-06-10:
While I agree U-Haul has gone to the dog’s and they are more like Gray Hound then a rental company, you do say “Uhaul gave me a bad trailer with bald tires!”. Did you see them before you left? If not, then like Mrs Manischewitz said “You also should've did the safety check before you left.”
Posted by Sparticus on 2006-06-10:
I've never been happy with U-Haul. I've used them about 4-5 times and never again!
Posted by Anonymous on 2006-06-10:
U-HAUL shouldn't rent equipment with bald tires. It's just bad business. It cost them a pretty penny to send somebody out to fix the flat. It's a reasonable expectation rented equipment is usable and in fair condition. That being said, I agree with Mrs M and Lidman - These days you can't depend on people to do their jobs properly.
Posted by Doc J on 2006-06-10:
Depending on your location. One can buy a small trailer (used) for what a long-distance one-way move will cost from U-Haul. Then, sell the trailer at your destination. I've done this twice. It takes some pre-planning though. With U-Haul you're paying for convenience...often at the level the poster describes.
Posted by DebtorBasher on 2006-06-13:
U-Haul = U-Pay, U-fix, U-onyourown, and I can't believe M3C won't let me post the next phrase!
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HORRIBLE/NON-EXISTENT CUSTOMER SVC!
Posted by Geardino on 10/01/2003
I called UHaul's toll free number around 4 pm on Saturday, Sept. 27th and reserved a 5 x 8' trailer for pick up on Sunday, Sept 28th in the Woodbridge, NJ 07095 area. I gave my credit card number to which they charged $5 in order to confirm the reservation. I was then told to expect a phone call with the pick up location and instructions by 6 pm. I gave my email address for them to send a rate confirm (this was never received). I was also given a phone number to call in the event that they did not call me first. No one called me by 6:00 pm so I called back and was told the regional schedulers work until 7:00 pm so I should wait until then. Again, no call back. I called again at 6:50 pm and after the automated answer came on, I chose option #4 and let it ring and ring and ring--no answer--until 7:00 pm, and which point I called again only to get the automated message that said "we are now closed...call back between....yada yada".

At that point, I had already committed to moving on Sundayincluding people we lined up to help us, yet had no information on where to pick up the equipment. On Sunday morning I called back at 9:00 am (which is the time the automated message said they reopen on Sunday) and again used option #4 and it rang and rang until it went directly to the hold music, which I listened to for a good half hour before someone picked up and said "you'll have to hold at least another 45 minutes" and promptly put me back on hold! I held on for over 2 hours!!! (which I will prove when I mail in my cell phone bill!), to NO AVAIL! No one ever came back on the line. In the meantime, my husband was trying to get through to ANYONE at UHaul using our regular phone.

At this point I drove around to 8 UHaul locations in Woodbridge and the surrounding areas (Edison, Linden, etc) and there was not one 5' x 8' trailer available at any of the locations, which makes me wonder how the reservations center could possibly have confirmed my reservation when the equipment wasn't even available!!! Needless to say, the "regional scheduling office" NEVER EVER bothered to call me. I ended up having to drive all the way down to Parksdale, Pennsylvania and rent the trailer for $76 (as opposed to the $19.95 I was quoted on the phone by the toll-free morons.)

NOT ONE PERSON that I spoke with on any of their 800 numbers was helpful or even made any attempt to assist me!

After sending in this complaint via their website, I got the following response:


Thank you for taking the time to contact our Customer Service Department.

Please accept our sincere apology for the difficulties you encountered
with your reservation and any inconvenience we caused. Your feedback will
enable us to improve our service.

Our procedures are as follows

1. Fill the reservation as requested
2. Find the equipment at another location
3. Find equipment of agreeable substitution
4. Keep in contact with the customer to review options

Our goal is to provide a better and better product and service to more and
more people at a lower and lower cost. Consumer input, from customers
like you, helps us work toward this goal.

The $5.00 non-refundable service fee is collected on all confirmed reservations that require In-Town, Remote Pick-up or Same Day/Next day reservations. This information is communicated at the time of the reservation over the phone and on line through our Website.


When a location is unable to assist with your rental needs, they should refer you to the Regional Office for assistance. We apologize for any breakdown of communication. The Saddle Brook, NJ Regional Office at (800)541-0134 has been apprised of your experience.

Please accept our apologies. We want to keep you as a customer and show you we can satisfy your needs.

Sincerely,
Salea Kinealy
U-Haul Customer Service

NEEDLESS to say, this moron did not read my complaint or is illiterate and uses a standardized response. When I called UHaul on the phone, they had the nerve to tell me that since I did rent UHaul Equipment, (despite the fact that I had to call around to the various locations myself), I am not entitled to a refund for even the $5 "reservation" fee, which at this point is nothing less than highway robbery--THESE PEOPLE ARE THIEVES!

     
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Posted by Anonymous on 2003-10-02:
I work for an independent Uhaul dealer. I cannot tell you how much it is stressed by every dealer not to make reservations by contacting the 800# or on the Internet. Both of these go directly to Phoenix Arizona, and the people there have absolutely no idea what equipment is available and the number of reservations compared to available equipment. Always make your reservation by calling the dealer you wish to pick up from. They can tell you if what you want is available and if not at their location where it is available.

I can understand how mad you are with the whole situation. However you have to realize that by 4pm Saturday 99% of all dealers have closed and gone home and about 1% is even open on Sunday.

800 & Internet reservation customers are usually contacted within 24 hours after making the reservation by the local marketing office of the area you are requesting pick up. And then again are contacted 24 hours before pick up with the pick up location. Reading your post you made the reservation the night before wanting to pick up. It usually takes a couple hours for reservations to go from Phoenix to the local marketing office. Which is probably why they put you on hold for so long. Which is not right, they should have informed you if they did not have your reservation yet & called you back.

As a dealer I can never understand why someone who knows they are moving well in advance will wait until the night before to make their reservation. If you were going on vacation would you wait until the night before to make the hotel reservation and purchase the plane tickets?
Posted by Anonymous on 2003-11-08:
I am not at all affiliated with the following website, and read it at your own risk, but I personally suggest you go to www.dontuseuhaul.com , and I think it will make you feel better reading about someone who fought U-Haul and WON! Very interesting, right to the point story!
Posted by Shannon8669 on 2004-06-07:
If you change some of the unimprotant details to this story it is exactly what happened to me. I to went elsewhere and paid 3x the amount quoted by uhaul.
Posted by shugah405 on 2006-02-07:
This story has more to it. After the whole fiasco of renting the trailer was over with, we returned it to a local UHaul representative / gas station within 24 hours. End of story, right? Very wrong.

Two months later I see a charge of $1200 on my debit card (which impacted us much more than had it been on a credit card, since they zapped the funds right out of our checking account...word to the wise: if you can, NEVER use your debit card for a guarantee, regardless of how you intend to pay). The uhaul rep neglected to turn in the paperwork showing we returned the trailer. The trailer eventually showed up somewhere down south and we were charged for the time from when we picked it up, until some other people returned it. After numerous visits to the gas station where we returned the equipment, they had no incentive to look for the paperwork proving our claim. My beefy husband had to go in and tell them that his wife is an attorney and that they probably don't want to get involved with me. Between that and calls to "Help Me Howard", "Seven on Your Side" and a few other grievance-aiding services, not least of which was the a friend's sister who happened to work at UHaul, they finally credited back the $1200 (but not the charges associated with bouncing checks due to their false claim).

Stay away from UHAUL at ALL COSTS!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
He Said - She Said Debate
Posted by Metal_mouth21 on 09/21/2013
EDMONTON, AB -- We will never use either of these companies again! So despite the fact that PODS is part of Uhaul, you are only able to talk to specific representatives and the inter-company communication is horrible.

Firstly, my husband and I moved from Ontario to Alberta and rented a Uhaul POD which was then supposed to arrive at a location in Edmonton. Seven days after it was expected there (when we were going to pick it up) we call (which ended up being the call center since in-store did not answer their phones...ever!) and we find out that apparently our POD has not been checked in. After several phone calls and time spend on hold (about 6 hours of this) we were finally able to figure out that our POD was at a different location in Edmonton and the staff there did not check it in. We filed a complaint for this run around only to find out the next day that the claim was "resolved" although we were never contacted.

On top of that once we arrived to pick up the POD and transfer everything into a trailer (since the POD could not be dropped off at our location in Grande Prairie - another 5 hours North) and noticed a few items were broken. We notified the guy who was working and he told us "there is nothing I can do for you. You have to call the 1-800 #"... here we go again! We had actually purchased insurance which was said to cover damages to our belongings so we filed a complaint (AGAIN!). And what happens? We get a call saying that our belongings being damaged was actually not covered by the insurance because it has "very specific criteria" and only covers fire of the POD or theft.

We even have pictures of the POD how the latch and locks did not attach properly and the door was not secured properly - but this of course, is not relevant.

We were never treated fairly and for the precautions we took and the amount of money we spent to move our stuff across the country we certainly are not satisfied. With such a big move it was stressful enough and using Uhaul and PODS just made it a horrible experience. Please take this complaint to heart - do not suffer what we had too!
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
The Customer is never RIGHT !
Posted by Cstadler1948 on 12/05/2012
MISSOURI -- On 11-21-12 I rented a cargo trailer at Towners Automotive 450 Hwy 53, Poplar Bluff, Missouri. The reason was to move to Grandview, Missouri. On my way the 22nd. it was pointed out that the trailer had no running lights after dark. This was not checked by the person who rented the trailer to me so I had no idea. My son-in-law called to complain and was given the royal run around, when Kevin the field manager for that area called and told me nothing was wrong with the trailer I got very upset because if the guy who rented it to me had checked the lights before I left his lot I would not be complaining on here, if I had known I would not have gone to U-Haul. The compamy does not take care of the people who rent the equipment they rent out. So I will never go to them again for any reason. The customer is always right no matter the problem!
     
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Posted by sp on 2012-12-05:
Sorry to burst your bubble, but the customer is not always right! In your case you do have a valid complaint but when you rent anything from u-haul its a smart idea to check it out yourself.
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StarStarStarStarStar
Good Service
Posted by Dansr on 04/20/2012
Would like to compliment the personal (did not get his name) for the prompt good service they provided on the problem I was having with my trailer wiring in my car.


Thanks,


Bill Black, Elma, NY
     
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Posted by slimster on 2012-04-20:
Good to hear something positive for a change - good review.
Posted by madconsumer on 2012-04-20:
thank you for taking the time to post a compliment on our site.

very helpful review!!
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U-Haul insurance denial for damaged goods
Posted by Terdec on 11/22/2010
PHOENIX, ARIZONA -- 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

     
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Posted by Skye on 2010-11-22:
I'm sorry to hear they denied your claim, especially when you took out the insurance. Gather all your evidence, photo's and documentation, and take them to small claims court.
Posted by Starlord on 2010-11-23:
I second Skye. Their denial will be shown to be so much hot air when the judge sees your evidence, I am sure. Best of luck. Try to get it on People's Court, Judge Milian rocks!
Posted by tnchuck100 on 2010-11-23:
Yes, get your ducks in a row and take them to court. There is a good chance they will come to you to settle when they are served. When settling don't forget to include the fees you incurred in the process.

Starlord, I agree. OTOH Judge Judy is the most unprofessional judge I have ever witnessed. For the bench to refer to a litigant as an idiot is totally out of line. And she does this frequently.
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Horrible
Posted by Ash450 on 10/09/2010
GOLDEN RING, MARYLAND -- I made a reservation, gave my cc number, got a reservation number. I called back to find out the actual physical address of the location to pick up the trailer I got bounced around telling me this is corporate and local & traffic department, etc etc etc. finally, one customer representative told me that I'm not really sure why you have a reservation for this trailer because this trailer is not there till tomorrow. She advised me to get it for the next day. I then took it upon my self to drive to the location to find out the exact reason why the representative reserved the trailer for me when it was not available. They told me that that person named Garrett was not at that location, but was logged in the system to be there, and sometimes people work from home. Since I was already there and drove a rather long distance, I took a different type of trailer. As I was in the location, I saw a sign on the wall behind the front counter, stating that UHaul has a $50 reservation guarantee. of course when I asked about it, the manager was not there and basically sorry nothing we can do. Also, when upon returning the trailer, the man in the lot was very rude and made me park the trailer in a very tight spot where I was very uncomfortable doing this. I asked him can I pull to the section of the lot that was open or park it two spots over where there was more room. He just kept waving his arm "come on back, come on back, not even paying attention to other cars and trucks driving my me as well as another staff member who was speeding and whipping a large truck around my vehicle while trying to park and kept getting flagged to "come on back" what LOUSY service. I do not recommend at all.
     
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Posted by Alain on 2010-10-11:
Give U-Haul a call at 800-789-3638 or email them at http://www.uhaul.com/contactus/Email.aspx and let them know about your bad experience with this location.
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Very satisfied with my service
Posted by Zacky on 12/31/2009
I have had a great experience dealing with this Uhaul. I have not only rented from them but returned equipment to them many times over this last year.
     
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