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.
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.
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.
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!!
BETTENDORF, IOWA -- $28 (almost $43) of b. s. charges: Upon my timely return of the truck, I forgot to take out three very light and compact items that were nicely placed near the overhead door of the back of the truck (items that I'd intended to place back in my car; it had been a long hot day, it was late at night. I was very tired, and I was distracted by having to write a note regarding U-haul's incorrect mileage and gas gauge readings—more on that below).
Nevertheless, I should have not have left them in there. I did call them first thing the next morning about this, but it was too late. They charged me $26.75 to “clean” it, which is ridiculous and frankly downright dishonest; it could not have taken more than one to two minutes to reach into the truck from the ground, pick the items up with one hand, and throw them into the nearby dumpster.
This would not have been so bad were it not for the extra charges I would have incurred had I not spotted the errors and had them corrected by the reps earlier in the day: the mileage and gas gauge readings had both been off—in U-Hauls favor for approximately $15. The manager's attitude at that time appeared to be such that I was making a fuss about nothing.
His last words about the matter were that the $25 cleaning charge was going to stay, because he had taken care of the mileage and gas gauge problems. Excuse me, but those were your errors, not mine, to take care of; they should not have reflected poorly upon me and influenced you to make an unfair decision regarding the other matter of “cleaning” the truck. I've been going to this company (Bettendorf, IA) for over 20 years. This is the last time.
HARDEEVILLE, SOUTH CAROLINA -- About a month in advance, I reserved a truck and car transport to be available at 8 am in Hardeeville. When I called the morning of my move to check and make sure that the truck was ready for pickup, the dealer "had no reservation under my name and no available trucks". After spending all morning on the U-Haul hotline, I found out that U-Haul changed my reservation location and time at the last minute. They did email me this information but only about 12 hours before I was scheduled to pick up the truck! Because my computer was already packed, I hadn't seen it.
Now, I had to drive about an hour north of my home to pick up my truck, and THEN drive about an hour south of my home to pick up the auto transport in a different location! Also, my truck would not be ready until 5:30 pm! They also did not have any Dolly's available, which I had also reserved. Because of all these changes, I was not ready with the truck in time for the movers that I hired. I spent my entire day driving around to different U-Haul locations trying to get my equipment, when it should have been ready at 8 am!
When I actually got to checking out at U-Haul, the experience was just as bad. The server was running so slow that it took me two hours to check out. The computer denied 2 of my credit/debit cards which had PLENTY to cover the cost. Finally the man told me "Oh, on the last day of the month the server is so busy it usually just denies all credit cards".
When I asked him what to do, he told me to go to the bank and get cash. This was on a Saturday afternoon when banks are not even open, and why would I want to carry thousands of dollars in cash? If this happens every month on the last day of the month, shouldn't that be something U-Haul addresses and fixes? Finally after many tries, the card randomly went through and was accepted.
When I tried speaking to the regional manager in Savannah about the hundreds of dollars of costs I was incurring (movers cancelling, another night in a hotel because of the late pickup, gas to drive the U-Haul several hours out of the way), she simply told us that the reservations are only a "preference" and are not guaranteed and she could not discount or compensate us in any way.
I moved last year with Penske and the whole thing ran so smoothly, it makes U-Haul look like a joke. Avoid this company if you can - they are unprofessional and they will inconvenience the customer without a second thought, even when it is costing you hundreds of extra dollars. By the way - the poor employees of the "neighborhood dealers" were mostly nice. It's the corporation as a whole that screws you.
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.