CALIFORNIA -- False advertising, bait and switch: U-Haul website advertises a 15' truck at my nearest location, which I reserve. I get a call shortly after confirming me for a 10' truck and they'll get back to me on if a 15' or 17' becomes available in the area. I then found out (online) that the 10' truck doesn't have the ramp I need for heavy items. I went back on the website the following day and find another nearby location that says in large bold lettering above the location that a 15' truck is "currently" available there. Great. I booked it, then got a call that it doesn't have a 15' truck, but I can get a 10' truck.
Observing a pattern at this point, I voice my frustration at the sloppy advertising. I am rudely informed that the fine print says trucks might not be available at the location where they are booked. I reiterate that the less-fine, large, bold print atop the online booking for the location said it was currently available at that location.
Also, don't be fooled by the $50 guarantee. U-Haul gets around this by calling both your online reservation and subsequent phone confirmation "reservations." Only the latter phone confirmation triggers their guarantee. So, even though you "reserved" the truck online, that isn't the "reservation" U-Haul guarantees. I cancelled my reservations. I have used U-Haul in the past and been satisfied, but doubt I will be using U-Haul again.
ESSEX, MARYLAND -- Scheduled a 9am pickup for a 15 ft truck for an out-of-state move. When I arrived, there was ONE Uhaul truck with the flattest tire I have ever seen (possibly slashed?). Called customer service on 4 different phones & spent an hour trying to get it sorted out. Their only advice: they can provide a replacement within 24 hours. Never mind that there are multiple Uhaul locations within 10 miles. For some reason we weren't offered an immediate replacement truck from one of those locations. I had hired paid movers and had to drive 8 hours to my new location and had already taken half a day off of work for this move.
In the end, I went down the street to Penske. They had dozens of trucks available and were able to get us a truck in 15 minutes. The next day when I contacted Uhaul regarding my experience, I was hung up on three times by customer services representatives out of the corporate office. One of them, who identified herself as Katrina out of the executive office in Phoenix, was so incompetent she wasn't even able to locate my contract. Her colleague was able to locate it immediately, so obviously Katrina was not competent to perform her job.
Finally someone offered me a $50 reservation guarantee credit, which doesn't even begin to rectify the 2 hours delay, extreme emotional distress suffered, and pitiful excuse for customer service I've experienced by virtually everyone I've spoken with from the company.
In addition, one of the customer service representatives, who hung up on me, offered me a replacement truck... three days after the date of the contract... for an out-of-state move. Absolute incompetence. I will NEVER use Uhaul again. Penske was $400 more expensive, and worth every penny. DO NOT MAKE THE SAME MISTAKE I DID!!! Definitely contract with a competitor over Uhaul. Unless, of course, you have hours to waste waiting for someone with an ounce of competence to assist you in customer service.
EGG HARBOR TOWNSHIP, NEW JERSEY -- I will never rent another you haul truck again. I had a rental truck for a couple days at the end of May. After my contract was final the total cost was $406. Uhaul took over 700 dollars out of my account without my permission. I don't drive so my only mode of transportation is the city bus and I live outside of the city. Knowing I had money in my account, my wife and I took the bus to the city with the cash we had, thinking we could withdrawal more at the ATM in the city.
When we get to the ATM it says that we have no money and I call to find out that Uhaul had overdrafted my account. Also the main reason we went to the city was to turn my phone on so I now have to call on a phone at a gas station. We realize that they aren't going to help us that day so we have no choice but to walk for over 2 hours back to our house to try and solve the problem. After being disconnected and hung up on several times, we are able to get someone to put MY money owed to me back on the card.
They tell me this is going to take another 4-5 days to be accepted by the bank after taking 3 days to have Uhaul solve the initial problem. I tell the lady of my immediate need for the money and she questions me, only to tell me she feels sorry and can't help. For the 7 days it took to resolve their negligence, my family is living without any food or money. I also have 2 dogs that are unable to eat.
On top of this my rent is past due and I face eviction. My wife pulled muscles in her leg on the walk back from walking so far and we have to pay our bank overdraft fees. The customer service was horrible and everybody seemed to tell us something different. Worse experience of my life and I will never use another rental from them again. GO PENSKE!!
EL PASO, TEXAS -- Reserved a truck with Uhaul from El Paso to San Antonio and verified with Uhaul that truck was available. A day later Uhaul called to change my reservation to another city 40 miles away and notified me they did not have the size of truck I reserved only smaller. I explained to them that came from SA to ELP for the sole purpose of moving my furniture from storage and did not have a way to get to the other city. I asked if they could drive the truck to ELP and they said no. I asked if they would cover the cost to pick up the truck at the other city and they said no.
After all of this we moved the reservation one day. Later I got a text message saying they are going to change the reservation ANOTHER time to another location and a different time. I asked if they could guaranteed that this time they would have the truck I reserved and they stated no. I was left with no good option.
Through it all Uhaul reps were not sympathetic and kept on saying, "I don't know what to tell you", when I would ask why and what happened. First and absolutely last time I use Uhaul. I have used both Budget Truck and Penske before and never had any issues and received significantly better service.
ABILENE, KANSAS -- I needed a truck to move some of my things that won't fit into my car. My bed, dressers, etc. So, I went to the local U-Haul rental store here in town. I made my reservation nearly one month in advance. When I was called by U-Haul about my reservation, I was told that I would have to pick up and drop off the truck in a town nearly 30 miles away. I don't understand why I would have had to do that. There are trucks sitting unused outside the rental store here in town all the time.
I guess I wasn't putting enough mileage on the truck to make it worth their while. That would have been an extra $60.00 on my bill, plus gas for the truck, plus gas for my car. I cancelled the reservation. U-Haul apparently didn't want my business.
LOUISVILLE, KENTUCKY -- We went to get a service from this location and we were assisted by the General Manager, **. First of all, we had to wait a long time for get his attention, then he looked really hurried, like he does not matter anything more than his personal time. He rushed us like dog, also he was yelling his staff in unprofessional manner.
When we asked for any advice regarding the service that we requested, he said to the staff in front of us that he need help on the reception because he was dying because we were asking a lot of question about the service that we needed. Also he showed all the time that he does not like to spend the time that the client need for get a good service from this company. We want to let the company President Mr. Chris Ferguson knows that with manager like **, the U-Haul company will lose a lot of client because the most important in any business is THE CUSTOMER SERVICE.
But not everything is lost on U-Haul because after this incident, we went to different U-Haul's location, which is placed on Preston Highway and we received a great customer service. All our questions were answered, we received orientation and advice from the personal staff and the manager. Thanks to Mr. ** and his manager ** because they gave us a better day.
STERLING, VIRGINIA -- U-Haul forged signature and came in as a third party merchant disguised with another name "Reston car rental" to charge my account illegally while dispute claim was active and being investigated by my credit card company. To not raise red flag, U-HAUL decided to steal money out of my account by using another business name!! The credit card company closed my dispute claims immediately and opened a fraud claim against U-Haul, credited me with all charges from U-Haul and Its other "names" affiliates. U-Haul provided a forged receipt to justify the fraudulent charges.
They were caught lying about charges, pick up time/drop off time as well as fuel being low, mileage out/in, and type of reservation we had. Basically U-Haul charged me over $300.00 for $19.95 rental in the same city just because the gas station attendant did not know anything about U-Haul rentals and had no training on locating reservations and asses fees. She took 2 hours to return the truck after truck was actually dropped off.
NATIONAL -- My experience with U-Haul was mixed. The preferred pick up location in Emporia, KS at Hahn Rental & material was not good. I called the office three times on my way there and they said they would wait on me because I ran into icy roads. When I arrived they started my paperwork and we even inspected a truck before they realized they didn't have the truck I rented at that location. The office was very junkie and unorganized.
I called Traffic the next morning, their customer service was bad but the information was good. I had to pick the truck up in Osage City, Kansas, 33 miles away at Tony's Tire & Auto - their customer service and information was great. I dropped the truck off at Morrilton, Arkansas at McKey's Lawn & Car Care and everything there was excellent especially the customer service. If you rent from you Haul I recommend, to save time, you call Traffic to make sure you know where to pick up your truck. They may forget to call you.
EDMONTON -- Complaint about a Canadian U-Haul at Edmonton (9521-51st avenue, Edmonton, AB T6E4W8 Canada). Complete dissatisfaction with the unprofessional services and disrespect demonstrated by several staff members. The experience has left us with the impression that U-Haul's advertising is completely false and we will not be recommending your business to anyone in the near future.
We booked a 26' truck at U-Haul online more than 3 weeks in advance for our planned household move. We were supposed to have it at 9 am. My husband arrived at the pick up location on time but was told to wait. The staff members did not have the courtesy to give a word of explanation as to the status of the rental despite my husband having asked several times.
He was finally told at 10:15 am that there was no truck available and that he could register on a waiting list in case a vehicle suddenly became available. My husband was very dissatisfied as he had waited for so long for nothing, and also considering that he had asked for a day off at work and that several people were also waiting at home to help us move. This created a huge loss of time for several people.
My husband decided that U-Haul had wasted enough of our time and decided to leave and asked for a refund as per the slogan you so proudly display on your website as $50 back if we cant provide you with the vehicle you booked. Not only did the staff member tell him it was not possible to give him this refund because he had changed his reservation (and please note SHE had changed the reservation by putting him on a waiting list) but in addition, if he left, he would be charged for not picking up the vehicle without a 24 h notice.
This was completely inappropriate as you not only failed to meet your commitments in the first place, you then expect your customers to pay for multiple mistakes due to mismanagement and poor organization. My husband, who does not speak fluent English, as we arrived from France last year, asked for better explanations. Other customers present had supported him, saying it was ridiculous to take so many online reservations without checking the availability. He was then referred to your on-site manager. She was obviously not happy to deal with the situation.
Several times while my husband was trying to find his words in English, the on-site manager interrupted him and prevented him from speaking by talking louder and louder without listening to him. My husband finally lost his temper and demanded that she let him speak.
Suddenly, she portrayed herself as a victim, claiming she would not tolerate his attitude and that she was calling the police. For what? For having not been able to do her job respectfully and properly? For having taken advantage of someone who could not communicate as easily as she could? For choosing to ignore a problem she was supposed to deal with as a manager and for which U-Haul is completely responsible for? This is a much more serious problem than mere incompetence or unprofessional customer service.
Her attitude, mixing bad faith and dishonesty, is an intolerable lack of respect for my husband, as a customer first, but as a person above all, that should not be tolerated from anyone.
It is a shame for a company such as yours, internationally recognized, claiming to be the largest moving operator, to offer such poor quality service (incompetent and disrespectful) as your agents and manager displayed. After reviewing the many bad customer reviews on your website, it can be clearly seen that I am not inventing or dramatizing the situation. There are many similar disrespectful situations presented there. For the reasons discussed above, I have sent this letter to you and I intend to forward this complaint to anyone dedicated to these kinds of issues.
BROOKLYN, NEW YORK -- I sent this email to the CEO Joe Schoen:
"I've run into a sticky situation with your U-Haul's of Brooklyn NY. I think you would be interested to know that there are some poor practices going on in that area. I scheduled myself to pick up a truck at the New Utrecht location at 10 am ((718) 232-1400). I'm not complaining about the service at this location, although I should. I counted 25 people in line on a Sunday morning at 10 am and we were all there for an hour or more in line. It just didn't move. I did get my truck, having arrived early, received it at 10:30 am (my pickup time was 10). No biggie, right? OK.
My scheduled drop off time was 10 pm, same location (contract number **). When I arrived at 10 pm the location was closed with a big fence locked around the place. There was no drop box for keys, as my contract indicated there would be. Perplexed, I called U-Haul Customer Service (1-800-GO-U-Haul) and spoke with two fine ladies, ** and **, who both told me to take it to the nearest location with a drop box. I didn't like this solution, but I had no other option, I live in the city without a car and it's a decent-sized headache to get to these U-Haul locations.
So off I go to the closest U-Haul with a drop box, 88 9th Street, Brooklyn, NY - (718) 788-3370. This location is so awful, it should be immediately stripped of any right to the name of U-Haul. There is a chained dog which greets the visitors with vicious barking. There is a non-English speaking employee handling the drop-offs. He made me move the van 3 times before I gave up and handed him the keys. He refused the keys so I put them in the drop box myself, and left. I walked under a dark bridge to the nearest subway station in Brooklyn at night thanks to the unclear policies of the New Utrecht U-Haul. But wait, there's more.
The next day I have my $80 mandatory pre-payment from U-Haul on my card PLUS a $143.78 charge for dropping off the U-Haul truck at the wrong location. The location which U-Haul told me to drop it off at. And that's nothing to mention the gas I used and the miles I used (which I will have to get reimbursed for) to get to the new location. So now you see my $19.99 truck has cost $220. Not good.
The worst part was being shuffled around general customer service, the regional district, the New Utrecht store, and the non English speaking Park Slope address. I would particularly like to point out that ** at 718-522-4924 who is a reservation manager kept me on hold for no less than an hour and a half and a couple of times, pretended she hadn't already spoke with me, and rudely told me repeatedly that it was my fault, despite listening to my explanations.
My request is this: a full refund for the $80.00, plus any additional mileage or gasoline fees New Utrecht U-Haul might add on, plus a refund for the $143.78. I've had an awful experience and I would appreciate your support at this time. I have used U-Haul before and had a very positive experience, I hope we can resolve this matter in a manner that benefits both of us. Thank you for your time."