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!
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.
MINNEAPOLIS AND COLORADO SPRINGS -- I recently moved from Minnesota to Colorado Springs. My brother rented a trailer to bring my things out. 6 miles from my new home the trailer got a flat. He called Colorado Springs base and got the run around for 5 1/2 hours. In the meantime I used my car and unhooked the trailer to use the truck to move my stuff to my home. We made at least 5 trips each! U-haul would not give a refund of any kind and wasn't apologetic at all. It took valuable time away as well. What kind of reputable company succeeds with such poor customer service! I will NEVER use U-haul again even if it costs less than other companies. AVOID using them if you can. They give third world country type service!
My name is Maria Palmisano and I am with U-Haul International. I first want to apologize for the inconvenience you and your brother experienced. Please be assure our goal has always been to help make moving easier. It is only through communication with our customers that we learn whether our programs are working and which areas need attention. I would like to obtain more information from you to further research your concerns and prevent the situation from happening again. Please provide me with the date of your rental, the address of the location your brother rented from and the name of the lessee listed on the rental agreement. You can reach me at email@example.com. Please accept my apology and I hope to hear from you soon.
Never again will I ever rent from U-Haul! I reserved (or so I thought) a cargo trailer three months prior to the date I needed it to move my daughter to a city 8 hours away for college. As my confirmation said, they would call me the day before to tell me where to pick the trailer up. Well they called at 5:30 pm the night before to tell me they had no trailers!!!!! They said "it's all subject to availability".
When I read that when booking the trailer, I assumed maybe if there was an unforeseen circumstance and someone didn't return the trailer on time or whatever, that would be when it was "subject to availability". I didn't realize that they just wait and see if someone has dropped a trailer off in the city you want to pick it up in!!!!!! How has U-haul made it in business this long???? They will NEVER get my business again. We will have to move the daughter back home in the spring and then back up to the school in the fall again next year but we certainly will not be using U-haul!
My name is Maria Palmisano and I am with U-Haul International. I first would like to relay my apology for the inconvenience our customer experienced. We realize moving is stressful enough without the added frustration of trying to secure the needed equipment to make their move. When filling reservations we are in fact working off of reports for incoming equipment. We strive for 100% satisfaction. Having to offer an alternate pick up location or incurring a delay in filling a reservation can be due to a number of reasons and include customers not returning equipment on time or to the appropriate location, as well as equipment malfunction.
I would like to research JTDL's reservation further to find out where exactly we failed. I can be reached at firstname.lastname@example.org. Please provide me with the name on the reservation, preferred pick up location, date of reservation, and reservation number if available. I hope to hear from you soon.
LEWISVILLE, TEXAS -- On 12/26/2008 I arrived to pick up the low profile trailer I had reserved. None was available (they had rented it to someone else instead of "upgrading" them), so they told me I had been "upgraded" to a 5x8 high profile trailer. I explained that this was not an upgrade as I didn't need the room or the wind resistance for a 1500 mile round trip into the mountains on snow packed roads. They hooked a trailer to my vehicle, but were unable to get the lights to work, so they sent an employee to a nearby town for another trailer.
The next trailer was hooked up and I was told I was ready to go. On inspection of the trailer I discovered a front marker light not working. They had to put in a whole new light fixture. By then, I was an hour past time for my trailer reservation. I asked for the return time to be changed to reflect this, but they failed to do it. I am totally dissatisfied with this location at 525 North Stemmons, Lewisville, TX.
EREHWEMOS, KANSAS -- Uhaul is out for themselves. They creatively put you in a binding contract that holds you responsible for everything. A normal rental is for 24hr periods. If you need a truck for 3hrs and decide that you need to keep it for an additional 30min. UHaul will charge you an additional rate. Equivalent of a 48hr rental charge.
If you make a reservation, they can (because it is in your contract) make you go anywhere that a truck is available. I have had customers come to my location, that had traveled up to 175 miles from where they were originally supposed to pick up, because UHaul told them that if they canceled their reservation it would cost them $50. Even though my pay is based on the amount of rentals I do, I would like to discourage anyone from renting /buying anything with a UHaul name on it!
BUFFALO, NEW YORK -- I needed to rent a car tow dolly and called a U-Haul location. I spoke with the U-Haul guy and set up the rental well ahead of time, but when I went to pick up the tow dolly first thing in the morning as planned, a different guy at the U-Haul told me I could not rent the unit. He said the tow dolly units were not able to be reserved. I had NO recourse... except to call the next nearest U-Haul and set up a rental of the same tow dolly unit which I immediately went and picked up. Why?!?!?
Then more recently, I called a U-Haul and was told I did not need to reserve the trailer I was asking about. I asked the guy at U-Haul 2 or 3 times, and he kept saying I did not need to reserve the trailer. When I went to the U-Haul the next day to pick up the trailer, I was told that it was NOT available?!?!?! Whaaa!?! So I called the next nearest U-Haul and set up rental of that exact same trailer which I picked up and used that day.
What a joke this company is, they really should be put out of business. I started off my stressful experience by a Uhaul service rep calling me less than 24 hrs in advance to tell me there were no trucks or car trailers in my area, even though I had made reservations for them with my credit card. The location they sent me to was no different than the movie Deliverance. This place had no sign and it was in a run down gas station. The truck they gave me was 10 years old and was a piece of garbage. It had lights out, an exhaust leak, mirrors that would not stay in place and worn out suspension. It was very dangerous and stressful to drive.
The trailer tires were worn out and had flat spots on them that lead to a blowout on the highway and a flat tire. They needed to be filled with air every 100 miles. The service also sucks, they told me they would not change the tire unless the truck was driven off the highway 3 mi on a bare rim. I took a total of two hours before it was fixed. I am very unhappy and will never live down this terrible experience I had. Do not make the mistake of renting from uhaul.
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!