HENDERSON, NEVADA -- Sadly, we used U-Haul to move once before with their pods and everything went smoothly. I guess that's the difference between east coast and west coast. We called U-Haul on 3/6 to schedule 2 pods to be dropped off on 3/21 and picked up on 3/23. We were told it would have to go through a 3rd party trucking company and they would be 2 feet off the ground on a flat bed and we'd have to push stuff up a ramp. I paid a $195 deposit which was taken out of my checking account on 3/7. We were told to expect a phone call from the 3rd party trucking company which we never got.
On 3/10 we called U-Haul again to see if any more dates had opened up. There are cancellations all the time and we wanted to see what kind of other dates were available. So we spoke to a 2 reps because even that was too difficult. They just kept asking what day we wanted even though on the 6th we were told there were only 2 possible dates. We did not ask them to change anything, we repeatedly stated we just wanted information. Of course, they changed things anyway. They set up the drop off date for 3/18 with no scheduled pickup date at all.
Today we call U-Haul and Thomasina just tries to schedule a pick up like we didn't have a reservation at all. Transferred to Cecelia who said she was not trained on the pod boxes. Transferred to Linda who transferred us to Dominick, who was a customer service agent who tried to claim there are no managers on duty ever when he was unable to do anything but say "too bad, so sad". Transferred to Alicia at Scheduling who said we had to work it out with the 3rd party truckers. If I'm even keeping this straight, we've talked to like 10 different people.
Eventually we end up speaking to ** at the local U-Haul on 989 S. Boulder Highway in Henderson/Las Vegas, NV. ** said she had just seen the reservation for the first time on 3/14. We were told they could not honor the reservation date and the best they could do was (emphasis on the) MAYBE drop the pods off on the 21st and pick them up on the 24th.
So we ask for someone above her and eventually get **, the manager of that facility. Of course by now we're heated. We have to change all of our plans, change all of our hotel reservations and the 2 pet hotel reservations we had to make. Who knows what kind of fees I may have to pay for that. ** essentially tried to say it was our mistake that he only goes by his employees' notes.
I asked if all phone calls are recorded, he said "yes". So I said that he can listen to our calls and see that it was their mistake. He said no, he only goes by his employees' notes. He eventually explained that they have 1 truck for the entire Las Vegas area and it has its yearly scheduled maintenance on 3/23.
Ultimately, nothing was resolved because nothing changed. We still are now stuck leaving a day later and have to change all of our already booked travel arrangements because of U-Haul. He knocked $25 off the price and said he'd try to make us the first pick up on the 24th. Of course we're not satisfied but there's literally nothing we can do.
My wife continues to try to push up the corporate ladder to voice these concerns and how we've had our whole move set back because of U-Haul's failure. A Natalie was supposed to speak to the president or something. All she did was get annoyed and go speak to ** who said the issue was resolved. She never even tried to contact the specific person she said she would. She also got mad we voiced a complaint on their Facebook page.
Natalie calls my wife back and was probably surprised we still wanted to speak to the president. So we're supposed to get a call from him tomorrow. I don't think that's going to do anything but provide us with some empty apology. We still are also going to have to get them to change the quoted price because it's cheaper when you don't deal with a 3rd party trucking company which we no longer are. This last month's experience tells me that's not going to be an easy task to accomplish.
Every step of the way from the day we booked the pods to today has been nothing but mistakes by U-Haul regarding literally EVERYTHING. Despite all of this, they actually get annoyed when they're told what a horrible job they are doing, how everyone is screwing up, and how if this was me at my job, I'd be fired for this kind of performance. We never got any emails because they misspelled my wife's email address. We were also told when you have an issue, if they call you and you don't answer, they just mark the issue as resolved. Fantastic business practices for customer service. Nobody answered, everything must be cool then!
NORTH FORT MEYERS, FLORIDA -- Due to hurricane Irma we were displaced for a few weeks before being allowed back to our flooded and wind storm tattered home. Staying with friends we decided to get a hitch installed on our van so when we returned we would have the ability to attach a trailer to it. During the installation the parts department broke our rear tail light and promised to fix it. Adding insult to injury it took 3 1/2 months during which I called the N. Ft. Meyers office numerous times to be told by Mr. ** (manager) they were taking care of it - promise!
Since I never got the follow-up, I called and filed a complaint With corporate. Three calls later and needing to speak to 4 different people - all who made ME feel like I was a nuisance (!) I finally got satisfaction. Why is it some companies make you jump through hoops and belittle you in order to get proper indemnification for an error one of their own made? We are very happy with our hitch but appalled by the way U-Haul decides to treat their clients who have legitimate complaints... It says a lot about their corporate culture in regards to clientele.
CONYERS, GEORGIA -- I was screwed over 3 times by this location! I had a trip planned where I required a trailer hitch to be installed on my vehicle. I had one of my own but wanted it installed; I call a few places and decided that since Uhaul was closest to me that I would set it with them. I called ahead and spoke with someone about having it installed; he even looked up the hitch that I had online to confirm that he could install it. I maid an appointment for a couple of days later when they were not supposed to be as busy.
On that day, I arrived there ready for installation; they told me no one would ever tell me that they could install a hitch that was not bought directly from Uhaul. Obviously I was very aggravated because that was the whole reason that I called ahead to have it verified that they could... So at that point I was in a rush to get it installed. They told me that they would overnight one and give me a discount and then call me when it arrived the next day. NO call. When I called them, they said that it was not there. When I asked why, they put me on hold and immediately hung up on me.
So I tried to call back- they had literally turned off their phones where would go directly to the general customer service location. I tried to call them for hours to no avail. There went my entire trip that I had taken a week off of work to enjoy! I put in complaints, all that nonsense through the customer service center and have heard absolutely nothing from them. Could not have possibly had a worse experience.
On the evening of Friday March 14th, 2008, I rented a 6'x12' open trailer from University Uhaul dealership in Athens, GA. to move a piece of equipment. The rental was for done as an "intown move", at approx. $35 per day, intended for 2 days to be returned to the original dealership on Sunday, March 16th. This 2 day trailer move should have cost approx. $70 total. I paid a $60 deposit in cash. The trip was uneventful with the exception of the trailer to have a tendency to swerve slightly side to side at times. I delivered the piece of equipment to Melbourne, Florida early in the morning on Saturday, March 15th.
Due to my concern for trailering back an empty trailer which was tending to swerve, I located a Uhaul dealership in Florida. I knew from prior Uhaul rentals that some trailers were assigned to certain dealerships and some were not and floated among dealerships. I explained that this trailer was rented under an "in town" rental and wanted to know if this trailer was assigned to the dealership in Athens or if it was possible to return it to the dealership in Florida. He checked the computer and informed me that the trailer was assigned to the Athens dealership but that he would see if he could authorize the return to that location instead.
He placed a call to a district supervisor and informed me that I was now authorized to return it to the Florida location, however, the rental type would change to a "one way" move with a higher rental rate. I asked how much and he informed me that it would be $128.90. He noted that I had paid a $60 deposit and therefore the balance for the rental was $68.90. Even though it would cost me more than a 2 day "in town" move, I felt it would be worth the extra money to not have the liability of a swerving trailer on the trip back.
He drafted a new contract as a "replacement" and I paid him cash money in full and dropped off the trailer, believing the rental to have been completed as of Saturday, March 15th. He assured me that there would be no other charges and noted that my contract reflected a zero balance. I have since received notice from my bank that Uhaul has also charged $155 to the debit card on file. After speaking with many Uhaul representatives and hearing several different stories as to what the charge is and why, I am left with no choice but to file this complaint, as Uhaul has shown absolutely no inclination to remedy this issue.
In their opinion, even though I was only doing what Uhaul representatives themselves authorized and instructed me to do, they believe the charges to be justified. In addition, I have been informed that they intend to charge an additional $52.50 for a total amount of $207.50. This amount is above and beyond the total rental fee which I submitted in full with cash and have receipt for. The latest story I have been told was that each dealership can charge a one way rental fee for the same rental and contract #.
I had to repeat that to make sure I was hearing the Uhaul representative correctly. She confirms that that is what has occurred in this case and they are justified in doing so. Multiple rental charges from different dealerships for the same rental borders on fraud and criminal theft by taking. Without satisfaction from Uhaul immediately, I will dispute the charges as fraudulent and contact the State Office of the Attorney General for relief.
I remain hopeful that Uhaul will take the necessary action to follow though on the commitment of their representatives and resolve this issue. I request that the charges assessed to the debit card on file are immediately refunded and no other charges will be assessed and a waiver of claim for any charges or fees arising from this matter .
Uhaul has refunded the unauthorized charges to my account
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 runaround 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!
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 ** 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.
LITTLETON, COLORADO -- We reserved a trailer (via phone)from U-Haul 2 weeks ago. We gave the agent, on the phone, all information about the size of our car and what we were hauling. We were assured that we could load and haul using a 6x12 (totally wrong!!). Planned, packed and moved around possessions with the dimensions of the rented trailer and understanding of what we could haul.
Went to the center to pick it up on So. Federal in Denver and they helped hook up wiring so they definitely saw the car we were driving. Came home and completely loaded it up. Started on drive and car could just barely get up to speed of 40 miles per hour on city street. A friend also noticed that the light signals were no longer working.
Drove back home. Called U-Haul and explained the issues. They said we had options to take it back to a center much closer to our so metro home location or get it fixed. For a drive of 1,000 miles, we wanted to exchange to another trailer. We called the center they recommended (but they don't have a computer system hooked to know what is available at each center..this is the 21st century.. they are a nationwide company--??) and they said bring it over and they would exchange it. Got there..wanted to try to fix the lights instead of exchanging.
Since the lights were working, not working, working again we declined to use the "fixed" trailer but then they refused to exchange it since they said that they didn't have one available (why didn't they say that on the phone when we called and told them the problem?) We called from that center and found one up North on Colfax to exchange. Got there and they confirmed our car was too small and we should have Never been rented a large trailer. So now we have to cut our haul of our possessions in half for the trip... what a waste. Will NOT do business with them again since they don't hire OR train their employees to make correct decisions or understand the needs of customers.
A brief summary in case you don't want to read the whole story: I paid for a trailer from nj-wa, it broke down, we paid for a truck for the rest of the way. U-haul didn't give us our money back but offered us a $50 gift certificate for the next time we use them. I will never use them again, ever! Everyone treated me so rudely. The worst customer service. My last experience with U-Haul was so bad and I'm so pissed and got ripped off, but there is nothing I can do about it other than pass on the info so other people won't let it happen to them.
My wife and I relocated from NJ to WA, we rented a trailer to tow with our car, we had to buy a trailer hitch around $500, it seems the trailer was already broken but we didn't know it. We found out in SD, the badlands when the whole axle was grinding with springs and wheels was smoking and almost caused a huge accident.
They kept us out there trying to find a tow truck in the middle of nowhere. Then they wanted us to stay so a mechanic could look at it and try to fix it, there was no way they could fix it there on the side of the highway. So we had to contact other locations, try to work something out, we drove hours to the closest location, the manager was so unfriendly and treated us very badly, like we were inconveniencing him! So we decide to not use the trailer anymore and want to instead pay the difference for a truck. Well we had to drive two more hours to another location to pick up the truck.
Now here is the worst part, they say these two transactions well be completely separate, and we won't give you a discount now, so you can get all your money you should when you get to your final destination. I agree to this. And pay another $1200 for a truck and tow for my car. When we get to WA, I try to get in touch with someone to help me, and I go around and around, talking to people in SD then to people in NJ. Everyone I spoke to were not helpful and straight out rude. The worst customer service I have ever experienced. I send in complaints through the website, and it all goes to the same people that were rude to me!
So my big problem is I paid for a trailer from wa-nj. It broke and didn't make it to wa, but I still paid for it, they offer me $50 gift certificate. I say no way, I want the amount of money from sd-wa refunded to me. After I explain everything again she says "we'll give you $150 back". I spent around $2000 and get back $150 and the worst treatment. DON'T USE U-HAUL!!! DON'T GIVE THEM YOUR HARD EARNED $$!!!!
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 ** 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 company 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!
Rented an 8 foot trailer online and after answering several questions about the vehicle I was using to pull the trailer with I made my appointment to pick it up the next morning. I arrived at the Addison location about ten minutes early. When I pulled up I saw one of the reps in front smoking and talking on her cell phone.
I went in where I waited for about 30 min. I walked up to the counter and presented my order number and the representative said, "I see you are using a 04 Jeep Wrangler." I responded, "yes" and was told that they do not rent to any vehicle with a soft top. Now why don't they ask that question online when they are asking you all about the vehicle you will be using. This was a complete waste of time and I will never use them nor recommend their services.