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 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!
GLENDORA, CALIFORNIA -- While my husband was deployed to Afghanistan for 13 months our two children and I stayed in Kentucky with family. Upon on his return in February we rented a trailer to tow behind our vehicle so that we could move our belongings that we had in Kentucky here to Fort Lewis, Washington. When my husband went to pick up the trailer it was an old rusty trailer that looked as though it might fall apart, he was assured by the U-Haul that the trailer was perfectly fine and he need not worry about anything.
When we arrived to Fort Lewis and received our house on March 02, 2007 we opened the trailer, which is the first time we had opened since we left Kentucky, and were gagged by the smell. The trailer leaked and everything packed on the bottom and everything against the door of the trailer was soaked, molded, mildewed and reeked. The smell I can not explain, it was awful; I have been in the medical field and have smelled some really nasty things, but nothing like this-it took all of my strength to keep from vomiting.
My husband immediately called U-haul to see if they needed to see the items as they were, or what we needed to do. They told him that he should take his time going through the boxes making a list and seeing what was salvageable. He asked if there was anything particular we should do about the items that were ruined, the gentleman told him that all he needed to do was make a list and call back and not to feel rushed because there was no time limit on placing the claim. My husband is active duty and had to report back to work on the 5th of March, which left me to unpack everything, go to school full-time and care for two small children.
So, I began with the boxes that contained electronics, when I picked up our PS2 water ran out of it, the same goes for a CPU, V-tech--V-smile game, 4 of the games to the V-tech, and a key board for the computer, the monitor for the computer was also wet, the screen had part of the box molded to the front of it. All of my dress cloths and summer cloths, my children's summer clothes and clothes that I had purchased that they had not grown into yet, were soaked and smelled awful. Almost all of my husbands clothing were packed in boxes in the U-haul, except, two pair of jeans, 2 pair of shorts, a few t-shirts and 2 sweat shirts which I had not packed.
He also had placed his military bag at the back of the U-haul, since he would not need it until we arrived here. All of his clothes that were in the boxes and reeked, just like the others, and 2 of his army uniforms were ruined. Anyway, I think you can surely see that many things were destroyed. So, I called to place the claim with Republic Western Insurance Company, who said that we waited to long, I said, "But, when my husband called on 02 March, he was told there was no deadline and to take our time going through the items to see what could be salvaged."
So, she took the information and said that an adjuster from the claims office would contact me and she asked for our contact information. So, my mother called to let me know that some adjuster had left a message on her voicemail, which was the phone number we used when we rented the U-haul, but not the numbers I gave as our contact information to the first young lady. So, I called leaving a message, the next day I called again leaving a message.
I finally received a call back the following day, in which a ** began the call when she needed my clam number since I had not left it on the message. I said, "Well, I did not leave it in the message because the claim number in which you left, differs from the one that was given to me by the first person I spoke with". She yelled, "What is the one I left?" I said, "It is 426... In which she said, "Well, that is incorrect! It is 326..." I said, "That is the number that the first young lady I spoke with gave me." She began to become more and more rude as the conversation progressed.
My husband called before we unloaded the things off of the U-haul, we wanted someone to view the items and be able to see how badly the trailer smelled and how wet things were, but he was told that that was not necessary just to make a list. So, now it seems as though not only are we screwed out of almost $700.00 for the rental, but now over $3000.00 worth of our personal belongings are trash and they just get away with it. I washed the clothing several times, yet the clothing still stunk horribly, we tried drying the electronics out, but it did not help.
U-haul sucks and I will never rent from them again and I would definitely warn others not to as well!!! If anyone has any suggestions on what we can do please let me know. We have been told that since we do not have for receipts for our items and that clothing has no value (exact words of a Supervisor from Republic Western Insurance-**) that we will most likely not be receiving any thing for our claim. I would warn anyone not to use U-Haul-they suck!!!
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
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!
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.
WAKE FOREST, NORTH CAROLINA -- So I needed a trailer to move from Wake Forest to Chapel Hill this weekend. Only about 35 miles away, under no time pressures, things pretty much still packed from the last move. It's really a pretty simple affair. Except there's a U-Haul involved. I called the local U-Haul place in the center of town, across from the Hardees, and reserved a 5x8 trailer. My family doesn't have a pickup truck or such for when we need to move something big, we just have sedans that are rated to tow our utility trailer, our boat and when we need to move mattresses or something we want to keep covered, a U-Haul.
We've got the hitch professionally mounted on my folks' Toyota Camry. Used to have a hitch on the old Volvo 850 until some ran a red light and totaled it (thankfully my Mom wasn't injured). Before that it was a Ford Taurus. I think before that it was a VW.
Anyway, we've got the 2-inch ball as well as the 1 and 7/8, I've been hauling trailers as long as I've been driving and can even back one (*gasp*). Believe it or not, we've got our crap together. But our car isn't wired for trailer lights. This doesn't conflict with any law as far as anyone's ever told me and I didn't see any problems in the statutes that I just glanced at online -- **, because we only use tow boats, pine straw, sand in the daylight.
So whenever we rent a U-Haul trailer, which comes equipped with a lighting system, we tell them that we're only towing in daylight and either that's always been enough before or they don't care one way or another. Making the reservation yesterday I told the guy we were only going to be driving it in the daylight. I went in today, had some pleasantries with the fellow and then I tell him I'm towing with a Camry. Can't do that, he concludes.
Really, how about you check? Yep, just like the owner's manual and I say, the 2005 Camry is rated for towing 2000 pounds, and my mattresses certainly aren't that heavy. Some folks seem under the weak idea that anything less than a Hummer is puny, child-sized toy that's too small to carry more than a little old lady and too impotent to tow her walker.
I was working as a courier someplace once and we had to go pick someone up. They decided to take an SUV instead of my Camry because my car was alleged to be too small. Listen, it's a full-sized sedan for full-sized people. If you're too darn fat, it's not the car's fault. And the continent of Europe does just fine towing their boats, trailers, campers without Hummers. So the U-Haul guy and I went out to hook up the trailer. I start hitching it up and I can take it from there. He heads in, but says he'll have to check the lights before I leave.
Oh, please. I've got it hitched up and he comes out to check the lights and we don't have any and I explain that it's never been a problem before, that as I said on the phone yesterday we'd only be driving during daylight and he said it was his "legal", "moral" and "ethical" duty to not rent the trailer to me.
Wow, I didn't know I was defying God by driving a trailer with no lights during the day, as kosher by state law. That must be in one of the chapters of Leviticus I haven't gotten to yet. But, U-Haul is a private business that can set up its regulations the way it wants. So my Dad and I drive down the road to the next U-Haul guy, really wishing there was some competition in the trailer-renting marketplace. Somehow, this new U-Haul guy, who knew exactly what our car was rated for, could rent the trailer to us with a third the paperwork, in half the time and for $5 less. And his guy says the lights aren't required anyway.
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 Uhaul's 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 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.
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 Sunday including 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: Fill the reservation as requested. Find the equipment at another location. Find equipment of agreeable substitution. 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.
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!