U-Haul Truck Rentals

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Posted by on
HOUSTON, TEXAS -- 2 Weeks ago 1/20/2004 I personally went to the Company owned/operated UHAUL to reserve a truck for an upcoming in-town move.

I made the reservation for pickup 1/30/2004 5:00pm and Return due date no later then 1/31/2004 5:00pm. The location that I went to make the reservation/pickup was at:

UHAUL Co. of I45
16405 I-45 NORTH
HOUSTON, TX 77090
(281) 440-5113

I have the Reservation contract ‘RENTAL CONTRACT ADDENDUM’ with me and I was billed $100 on my credit card for reservation deposit (this was for 26 ft truck, moving pads and dolly). I have a witness who was present with me and can vouch the reservation.

Now on the day of 1/30/2004, I got at the store at 4:50pm to pick up the rental and once they looked up my reservation, I was informed I had to return the truck prior to 7:00am next morning.

The person who had taken the reservation informed me that they had a new manager that had just started after my reservation had been made. And that he had made this change so the truck that I had reserved is supposed to be in prior to 7:00am and out for next reservation, and then back by 3:00pm for the next reservation. I was not informed of this change and no reason was given to me as to why this change was made.

And off course the manager was NOT available to comment.

I informed that my reservation is until 5:00pm next day, not 7:00am, I can not move middle of the night, plus I informed the desk employees that I had made arrangement for some Friends to help me move and they are coming at 7:00am 1/31/2004. Not at middle of the night.

So at around 5:25pm finally I get the truck and the following morning I get a call from the Manager, telling that the truck should have been back at 7:00am and that he was going to charge my credit card $100.

I and few of my Friends worked really hard to get the work done early, because we felt sorry for the other renters. So finally I returned the truck at 11:35am 1/31/2004, and the manager had charged $10,000 on my credit card. He gave a credit of $9,725.52 (after taking $100 late fee).

I have a witness from all 3 occurrences:
1. reservation
2. pick-up
3. return

Not only that the manager tried to snatch my original reservation contract from my hand. He was very rude and abrasive. When I tried to take down his name he immediately took off his name tag, I was only able to get his first name Jacob.

Also the trucked given to me had bare metal on the clutch and break, the shift stick groves was all worn out, very difficult to shift the gears. Basically the Truck was a Road Hazard to the public. I was shocked and astonished that such a Vehicle would be allowed to operate on the road.

This has been a nightmare move in part because of the location I rented the truck from. I am still recovering from that move. I was hoping by renting from the company owned location, this would be smooth uneventful move.

I sent the above information to U-Haul Co. 'Uhaul Customer Service' via the Web and received the following email.
=================================================
-----Original Message-----

From: Uhaul Customer Service [mailto:uhaul_customer_service@uhaul.com]

Sent: Wednesday, February 04, 2004 7:02 PM
Subject: Re: Internet Customer Action Form

Thank you for your communication received by our Customer Service Department.

Reservations are based on availability according to the number of reservations scheduled at each location. The scheduling of equipment is based on available time frames ranging from 1 hour up to a 24-hour rental period. Demand for renting equipment is higher Friday-Sunday, at the end

of the month and during the summer. Renting Sunday through Thursday

during off peak times allows more flexible scheduling and for a longer rental period. U-Haul schedules more than one family to use the equipment during the day on Friday through Sunday.

When a location is not able to assist you with your rental needs, they should refer you to the Regional Office for additional help. We apologize for any breakdown of communication.

Our locations assist many families in moving across town and across the country. These families, like yourself, rely on previous customers to return the equipment within the scheduled time on their contract in order to make their move. We are sure you can understand how important it is to return the equipment on time.

When signing the contract you agreed to the Terms and Conditions of the Rental. Document Holder on back "# 6-Customer will return the Equipment to U-Haul at the time agreed and within the allowed mileage stated. A fee will be charged for any days or mileage over those stated in the contract." We can understand you are not happy with the late charge, however, no adjustment is warranted.

You are a valued customer and we want to send you $40.00 in VIP Certificates. The certificate is valid for two years and can be applied

towards any future rental or purchase. Please respond with your

acceptance and a current mailing address so that we may mail out your certificates.

We look forward to your acceptance and our efforts in the future will be guided by this experience.

Sincerely,
Pawlla Johnson
U-Haul Customer Service

=================================================
And this was my response to them:

Ms Pawlla,
Thanks you for the prompt response.

Having read your email below; let me make a point in reference to:

"# 6-Customer will return the Equipment to U-Haul at the time agreed and within the allowed mileage stated."

"The AGREED TIME", at the time of reservation was 5:00pm 1/31/2004 and As per my email I have the "RENTAL CONTRACT ADDENDUM" with me, which The manager tried to abruptly snatch from me and I have a witness In regards to the conservation at the time of the reservation.

And the witness can testify that the employee agreed on a RETURN 1/31/2004 5:00pm.

Also one other major factor that you have overlooked the manager that made this change, should have notified the customer in advance so as The "CUSTOMER" can make other arrangements. Let me point out in your RENTAL CONTARCT ADDENDUM you charge the customer $50 cancellation Fee if cancellation is not received AT LEAST 24 HOURS prior to the schedule.

So by giving me the $40 in VIP Certificate is not acceptable, since I would not step into this location in my lifetime again. So please reconsider your offer.

Thank you in advance

     
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Mad Eye Moody on 2004-02-09:
Keep that original contract safe. It's your life line. Cancel the credit card, or get the number changed so they can't add charges on. They will do it. Keep after their customer service; don't budge an inch. They were out of line, and the mgr was out of line.
taurus on 2004-02-10:
I agree with the manager "Jacob". Your lucky he didn't charge you for what the truck was worth which I'm sure was much more than $10,000. Be grateful...if you came and rented from me and didn't return my truck I would have done a lot worse.
Mad Eye Moody on 2004-02-11:
Touchy Touchy.
Taurus - if it went to small claims court, the consumer would win. It doesn't matter what you would do if they rented from you, tough guy. If you did the above and worse you'd lose in court too.
Captain Acehole on 2004-09-08:
YOU WERE NOT CHARGED, DUMB ASS!!!! READ THE PART THAT SAYS , PAID TODAY IT WILL SAY $0. CREDIT CARD HELD- $100, HELD NOT CHARGED. YOU ARE A MORON!!! READ NEXT TIME YOU PIECE OF CRAP!
Captain Acehole on 2004-09-08:
hey moody, UHAUL doesn't lose in court. U-Haul's ass is covered on so many different levels nobody can win. No lawyer will take a case against U-Haul. and it says in the document holder, line 6, customer will return the equipment to u-hauil at the timd, place and condition agreed to within the allowed mileage stated. Any operation of equipment outside of time agreed and allowed mileage stated is without U-haul consent and additional charges will be assesesed. Customer expressly authorizes U-Haul to apply any and all additional charges, including lost revenue, on the credit card used to pay for the rental or used as meaningful assurance when rental equipment is not returned.
Carli on 2008-05-25:
Regardless of what the discussion was when you rented the vehicle...what did the RENTAL AGREEMENT state when you signed the document (ie when you got the keys)? Did it state a 24 hour reservation? You had to sign an agreement that said the terms (ie did the manager change the time?)
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Never again use UHAUL
Posted by on
HOUSTON, TEXAS -- I surely do hope this letter and statement reaches the attention of people who can change the way you do business....because your company is no longer about customer service. A month ago I had made a reservation for a truck, knowing full well Memorial weekend was going to be a busy one, but confident a month planning was plenty of time. About a week to go I decide to email and make sure my reservation was still on for sat, May 29 and was told yes. On Friday though, when I was supposed to get a call before 5, I decided to call myself and had learned the following: UHaul overbooks all trucks, reservations online do not reserve anything and the so called area managers are nothing more than a glorified operator. I was told I might not have a truck because of the busy weekend and yada, yada, yada......which is why I booked a month ago. I decided to talk to a supervisor and let her know that I was flying into Houston a few hours later and needed to know fairly quickly if I was not going to get a truck. She Guaranteed me a truck sometime sat, but was not sure what time and would call me back....of course no call back and I had to go catch my flight. Saturday morning arises and I was told I would get a call before 9 am. Of course no call again, so I call and get told the same thing....sir, this is a busy weekend and we cannot get everyone who booked a truck in one, so if you wait by the phone we will call you by 5. Being as patient as possible I wait and actually call a few UHaul places in town and learned a few things from 6 different UHaul employees: UHaul employees know that everything is overbooked, they all know the internet reservation system is false and they are not pleased with the way things are handled.....5:30 rolls around and I finally get a call, but am told there are no trucks and have to wait until Sunday. Well, half the weekend is gone and I am stuck in Houston with no truck and getting irate with your so-called area managers. I am told that they are working on getting people who reserved a truck a year ago and cannot handle people like me who reserved a month ago. I am not that stupid, no one in their right mind could know they are moving out and need a truck a year in advance....maybe one or two. So I decide to call Penske....who helped me out of a jam and got me a truck...a company who knows what is available and were easy and pleasant to work with. What really got under my skin was we passed a UHaul place heading out of town and saw at least 25 trucks sitting in the lot. Well Sunday rolls around and I get a call from UHaul about 11:00 am telling me they might have something later in the afternoon......and I said to cancel because I already had other means and was on my way to san antonio. Supposedly it was noted, but then get another call from UHaul around 5:30 on Sunday and this time am told that there are no trucks available and have to wait until Monday. Apparently your company's system of reservations is not a good one and there are numerous folks, including UHaul employees that agree. Not only do I plan on never using another UHaul truck, but am telling everyone I know about the ordeal, as well as sending out letters like this one to all those who will listen. I thank you for your time in reading this.
     
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Another horrible experience provided by Uhaul!
Posted by on
CALIFORNIA -- After reading pages of online complaints almost exactly like mine I realize that I am not alone. I reserved a moving truck, 2 dozen furniture pads, appliance dolly and utility dolly online about 2 weeks before my required move date which was 8/12/05. I expected a reservation to mean something but found out that it does not at Uhaul. This was probably the worst customer service experience that I have ever been involved in. My preferred location was about 2 miles from my current house but when I received the call the night before, my truck was at a location over 20 miles from my house. I asked the man who called about the dollies and furniture pads that I had reserved and he told me that he would not have the utility dolly and the other items were first come first serve. Since this was unacceptable for my situation, I called the regional office in Hawthorne, on my first call attempt I was on hold for about 20 minutes before the phone system hung up on me.

On the second call attempt I spoke with a woman named Carolyn who told me she was the manager and refused to give me her employee number and was extremely rude from the start. I tried several times explaining to her that I had to have the dolly that I had reserved and needed to pick up the truck at a closer location, and yes I realize that it is a "preferred" location and not a guarantee of the location but lets try to make it just a little convenient for the paying customers!! Uhaul overbooking their trucks and not having them available should not be customer’s problem. I checked online and from my zip code of 90245, the pickup location that I was given was # 91 on the list which I assume means that there are 90 other Uhaul locations within the same radius from my house. She told me that there were no trucks available at any of the other 90 closer locations and there was nothing she could do, she then put me on hold.

Several minutes later a man named Darian picked up the phone and informed me that he was also the manager and that he was going to make this conversation very short, he told me that he was taking me off of the truck that I had and was putting me on a waiting list for another truck closer to me, this all being before he even asked me what my problem was or heard anything from me. I asked him if that meant he was canceling my reservation and he said no but that I no longer had that "guaranteed" truck. I explained to him my situation and he told me that I was getting "huffy" with Carolyn and himself and he demanded a yes or no answer if I wanted that truck or not, he didn’t even take the time to talk to me to find out that my biggest problem was not getting the moving dollies and I could deal with the distance of the truck if need be. He told me he would call me back in a little while.

In the three hours I waited for his call back I called Penske to inquire about a truck, for 10 dollars more than the Uhaul "reservation" that I made weeks ago the very friendly Penske Customer service agent made me a guaranteed reservation including all of the equipment that I requested, she called the pickup location to verify that they had the equipment that I required and it was done......all in about 10 minutes, less that the time that I spent on hold waiting for Uhauls very unprofessional "Customer service" department. The next call I made was to Uhaul to cancel my reservation which was the only part of this ordeal that went smoothly.
     
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Ridiculous Cleaning Charge; Attempt at Overcharge for Mileage and Gas
Posted by on
Rating: 2/51
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.
     
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Weedwhacked on 2013-06-27:
You include several excuses bit admit not clearing out the truck.

Dishonest? Was it stated in the contract that you agreed to?
Paaduun on 2013-07-23:
I have used both Penske and Uhaul to move cross country. I will in the future pay more dollars to use Penske. Using U-Haul in my experience was a mistake. I was nickel and dimed as well charged $27 for refueling the truck after I specifically put it back to the level the contract specified. Unprofessional, unsustainable.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Moving Experience Ever!
Posted by on
Rating: 1/51
HARDEEVILLE, SOUTH CAROLINA -- About a month in advance, I reserved a truck and car transport to be available at 8am 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 Uhaul hotline, I found out that Uhaul 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 5:30pm! They also did not have any dollys 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 Uhaul locations trying to get my equipment, when it should have been ready at 8am! When I actually got to checking out at Uhaul, 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 Uhaul 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 Uhaul 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 Uhaul 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 "neighboorhood dealers" were mostly nice. Its the corporation as a whole that screws you.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Thievery of Gas Mileage
Posted by on
Rating: 1/51
DESOTO, TEXAS -- I rented a truck today at the U-Haul in Desoto, Tx. A 10' truck. I unfortunately did not request that the clerk show me the mileage inside the truck because I didn't know I needed to verify what the clerk had written on the contract (too trusting. I forgot people tend to not be honest nowadays).But after this experience I know better.. because when I returned with the truck my correct mileage was 7 miles....this is all I went...U-Haul charged me for 37 miles.

I will never use their services again, I believe the clerk was attempting to make up for some used mileage she had to account for and chose to account for the mileage by over charging me. Before I left with the truck I had asked the clerk for a van, she became very insistent that I drive this truck. Hindsight now tells me there was something screwy about that.

Food for Thought: Please make them verify mileage before you use their rental equipment. It may save you being overcharged (theft by person). I do plan to inform other authorities of this matter.
     
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trmn8r on 2012-09-06:
I always check the mileage when renting a vehicle. Always.

While they should definitely have the right mileage on the contract, mistakes do happen. Based on what happened, there is no way for you to know if this was intentional or not. Pushing you into one vehicle could be for more than one reason. These days there are usually few vehicles available for walk-ins.
Maria Palmisano on 2012-09-25:
My name is Maria Palmisano and I am with U-Haul International. Please accept my apology for the inconvenience you experienced during your U-Haul transaction. At the time of rental you initialed the contract that you confirmed the odometer and fuel readings as documented on the agreement. However, our records indicate you were issued a refund for the extra mileage fees in the amount of $26.07 on September 10th. The refund was issued back to your Master Card account and should post on your next credit card statement. Please be assured we will follow up with the staff at our DeSoto, TX U-Haul location on the information you provided to ensure proper procedures are being followed locally. I hope you will allow U-Haul to serve you again in the future.
Paaduun on 2013-07-23:
I recently used U-haul and am now educated that they are the "scam" of the moving/rental truck business. they will not see another dollar from me in the future. All throughout my move when I saw a Penske truck I was pissed that uhaul got my dollars by giving me a better list price but then giving me a piece of junk truck that broke down in the middle of nowhere.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
U-Haul Is Absolutely Awful
Posted by on
Rating: 1/51
CORPORATE -- This is my second bad experience with U-haul. The first was just dealing with a jerk at the pickup site, which I didn't blame on U-haul, so I chose to use them again. Very bad choice.

When we picked the truck up the windshield was filthy, and we found out a few miles down the road that there was no washer fluid.

Then, the truck died - multiple times - during the trip. Once on a one lane mountain road with no shoulder and no cell service. The only blessing is that after sitting a while the truck would start up again and allow us to continue, until the next time it died.

But the biggest reason that I will NEVER use U-haul again is how they handled all of this. When we called during the trip, the one time we had cell signal when it died, we spent over ten minutes on hold with their 'emergency' line, before giving up and driving on. I called customer service after the trip (the woman on the phone was very pleasant), and I was told that senior management would get back to me within three days. They didn't.

After a few weeks I then sent an email via the U-haul website. I did receive a call then, from a man who was prone to interupting me, claimed there were no problems found with the truck, and offered me a $50 U-haul credit. He could not have made it any more obvious how little he cared.
     
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First the A/C, threatened beating & death, then serious illness including heart attach
Posted by on
Rating: 1/51
TEMECULA CA, PRESCOTT AZ, CALIFORNIA -- I’ve got a Whopper of an abuse case; was even threatened with death and a beating. I’m 73 and rented 3 trucks for my move from CA to AZ. The air conditioning went out on the lead truck, the one I was riding in, as we filled up to make the drive. I suffered indescribably and have respiratory and vision problems ending in a heart attack last week. I couldn't reach their ‘hotline’ until the dealer finally called for me and they called me.

I was reaching the Palm Springs area, with my driver and dogs suffering; we even had to turn on the heater full force to avoid overheating. Amazing. They directed me to their Palm Desert area shop, where the owner stopped everything to work on ‘my’ truck, resented it and it showed. He wouldn't tell me anything about his progress, then after about 4 hours I called Uhaul to tell him to release the truck; I could wait no longer. He threatened my life then said he would ‘beat me up’ when I left his ‘office’. I called the cops for police escort off the premises.

The grades out of Phoenix were as bad, and I moved the dogs to the 2nd truck back; they were dying, and it took a lot of box moving but we saved them. We were extremely late arriving in Chino Hills, I had to hire a LaboReady crew to offload and send the drivers back in an expensive Avis one-way rental. We had to stay overnight in a hotel but got no rest. The entire schedule was woven to include my wife driving a truck and trailer with our livestock, but that went all to Hell also, needless to say. It was an absolute fiasco, and physically harmful at many levels.

The ‘regional manager’ doesn't respond to my emails or calls and I’m going after them in Riverside CA Superior Court for actual and punitive damages.

Can you help me post this on your site?

Tony & Lynda Ruiz
[snip]
     
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DebtorBasher on 2012-07-31:
Being that they threatened death...your address and phone number was removed for your protection.
trmn8r on 2012-07-31:
I assume these details were passed on to the police when they arrived for the criminal complaint.

At first I thought this complaint was similar to something that had happened to me, but then it took a wild turn.
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Priority #2
Posted by on
LAVEEN, ARIZONA -- I made a reservation online for a huge move. I planned and scheduled moving help on a certain day and time. We get to the U-Haul location to pick up the truck and are told that we need to have the truck back soon since there was another reservation made over the phone and phone reservation are priority over online reservation. In result of this we rushed as much as we could and did not finish our move we just moved the things that were really needed at the new location. Thankfully we were able to work out more time to keep our things at the old house a little longer. So to finish our move we had to rent a second U-Haul this past weekend with no problem by the way. When I called to voice my concern the person that took my call was very understanding, but when I received a call back from Darrel Jackson he sounded very annoyed and stated that the location we rented from was very busy and that the time was not a guarantee which I understand, but us being customers just like the customers over the phone how is one priority over the other? Darrel Jackson offered $25.00 propane vouchers to resolve my concern which sound like he just wanted me to just get off the phone. Propane? I spent time and money with this confusion and I get offered propane? He didn’t even sound sincere maybe if he did It wouldn’t matter. When I asked to speak to his supervisor he said it. He was the highest person there to handle This call and there was no one else to speak to. So again my business is not a priority. I have always used U-Haul. This move was very stressful and this is not the kind of service I feel I deserved from U-Haul. I will tell everyone I know what kind of experience I have had with the rental and the service. With U-Haul being in the moving business your employees should know moving is extremely stressful and be sensitive to that fact. This is all unnecessary aggravation and stress. Unfortunately, when my family and I need moving services we will definitely not use U-Haul again we will take our business to another company.
     
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MDSasquatch on 2011-05-09:
Why didn't you just use it until you were finished and let them deal with an angry customer that they double booked?
Anonymous on 2011-05-09:
MD that's what I was thinking.
Ytropious on 2011-05-09:
Double booking is bad, but let me explain why they probably did that. Anyone can book stuff online, even if they decide against it. When I worked at CEC we have an option to book parties online. If you're paying in cash you're SUPPOSED to bring in a deposit. Many people do not, and then never showed up to their party spot, which wasted an entire row for an hour and a half. For that reason double booking is sometimes a necessary evil for a company. You can thank your fellow customers who decide to book a bunch of stuff online and then never follow through with it. Does U-haul require a deposit for online bookings? I'd like an answer to that because I believe they do.
trmn8r on 2011-05-09:
I don't understand this - was this an hourly rental? If it was by the day, you should have had at least 24 hours.

Were you late in picking the truck up?

Renting trucks sounds like it has become a huge hassle. I've done it many times in the past
without incident.

I'd like to know more about this comment "we need the truck back soon." That's the strangest thing I've heard. One customer at a time!
Bell5 on 2011-05-09:
I would have used it longer but was concered they would have charged me more... I was stressed out by the move. Afterward thought hey that wasn't right. When I call I was told again phone customers are priority.
After sending emails out to every email address I found on the U-Haul website U-haul called me back apologized and gave me partial refund.
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U Haul did $3000 worth of damage to my car and refuses to pay for it
Posted by on
U Haul's employees gave me VERY wrong information and resulted in $3000 worth of damage to my car. The absolute WORST CUSTOMER SERVICE EVER. I made a reservation and inquired about a tow for my car. The you Haul employee said the tow dolly would be a little cheaper. I explained my car was a rear wheel drive and asked if that would be an issue since the back tires would be on the ground. He told me no that was fine as long as I stuck the car in neutral. WRONG, on the rear wheel drive cars it is imperative to disconnect the drive shaft. you Haul's insurance company is refusing to cover the damage seeing as I can't prove the employee gave me wrong information. They also failed to give me any brochures or packets for the procedures for the tow dolly. I moved 3 states away just to find out my car is completely dystroyed and I have no transportation in my new city. you Haul's insurance company took over 3 weeks to tell me they were denying my claim. I will absolutely never use you Haul again and intend on advising everyone else I meet not to either. The whole reason I chose you Haul in the first place was because I thought they were the most well known and trusted name in the business. WRONG WRONG. They are a terrible run company and the employees not only don't know their merchandice, but they are giving wrong information.
     
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trmn8r on 2011-02-22:
That sounds about right - if you can't prove the employee advised you, you definitely have no recourse.

Even if you could, I'm not sure you could hold them liable. This is the sort of thing that is covered in your car's owner's manual under "towing".
spiderman2 on 2011-02-22:
http://www.uhaul.com/Articles/Tips/120/Tow-Dolly-User-Instructions
The information is on U-haul's website. I would have double checked the information give to you, as suggested about, with your owner's manual. Google U-haul sometime, they may be well known, but I do not think they are a "well respected" company.
CrazyRedHead on 2011-02-23:
This is just a question so don't take it the wrong way, but with this being your car shouldn't you have known what it is you have to due to it in order to tow it? Does it have anything in the owners manual on what to do if you want to tow it? Sounds like to me that this is something that should be in the manual.
getoverit on 2011-02-23:
Yeah, this is really unfortunate. But I'm afraid I'm with the others on this. As I was reading your post, I was wondering how what kinds of disclaimers U-Haul has put out to the effect that they are not responsible for how people use their equipment, etc. I'll bet they've got their bases covered.

Also, in all fairness, it makes me wonder whether all cars are like yours with respect to how they can be towed. "Just put it in neutral" sounded pretty reasonable to me.
Anonymous on 2011-02-23:
The bottom line is the vehicle's owner and operator is responsible for the safe movement of the vehicle. If the UHaul employee told you to drive on the wrong side of the road would you of followed that direction also?

Cars are not toys. They are large complicated machines that can kill you or others if not operated safely. This is why we don't let children operate them. The laws on vehicle operation is set to an age where the individual who operates it is mature enough to assume personal responsibiliy for operating the machine.
Anonymous on 2011-02-23:
Unfortunately this is something the vehicle owner should have known. I'm sure your vehicle manual would have told you how to properly tow your vehicle.
Critical_level2 on 2011-02-24:
I am with everyone else. Why did you not just put the rear wheels on the tow dolly instead of the front wheels. If you ever watch tow trucks, they always tow rear drive vehicles with the rear off the ground. You should have checked the owners manual.
NYC_Lowell on 2012-11-06:
I agree but as part of the inspection of the vehicle to be towed, the rep should had emphazised the importance of disconnecting the drive shaft. They have experience with this kind of stuff and the consumer trusts that we are getting the correct service. I had the same problem and now I have to pay over one thousand for a new tranny!
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