U-Haul Truck Rentals - Page 2

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Empire U-Haul in Novato, CA, is HORRIBLE!
Posted by on
NOVATO, CALIFORNIA -- We have rented trucks from this location twice, and both times the agent (Josh? Agent signature #30534) was very rude. We shouldn't have gone back the second time, but we were in a hurry and the location was closest to us. "Josh" avoided eye contact and acted like a jerk at the desk, as well as out front when we asked him to empty the truck of trash and wash the side-view mirrors that were so dirty, they would have been a driving hazard. The whole truck was VERY dirty and the air in the cab didn't work properly: it only blew on our feet. I called Josh to ask if it was broken and he said, "Without seeing it, I don't know." I don't believe him, especially after he tried to pass off a dirty, garbage-filled truck as appropriate! "Josh" also listed the gas tank as being more full than it actually was: he wrote "15/16" but the gage was closer to the halfway mark between 3/4 tank and full. Also, we bought a roll of packing tape there that turned out to be SO THIN, it curled up and broke apart like the cheapest scotch tape on the market -- useless! Before we took the truck, "Josh" put a $75.00 hold on my card, and my receipt said it was only an authorization hold, not a charge... but when I returned the truck, and the total fee came to $57.76 and he STILL CHARGED MY CARD $75.00! I had a feeling he was screwing around with me, so I asked if he had released the hold and charged me the correct amount. He was annoyed and said, "I charged you $75.00 and gave you a refund for the difference." I asked how long it would take for the refund to post and he snapped: "I just put it through. How long your bank takes to process it is how long it will take. It could take 7 to 10 days." What!? What a JERK! He should have canceled the hold and charged me the CORRECT amount! So, from his horrible attitude, to the filthy, broken-air truck, to the scam on the gas gage and over-charging me, WE WILL NEVER STEP FOOT INSIDE EMPIRE UHAUL AGAIN! And what's with the $1 environmental fee? I read the explanation for it on the Uhaul website, and it still didn't make sense. We will avoid renting from Uhaul -- any Uhaul -- from here on in... we'd rather pay our relatives with vans and trucks than contribute to a business that allows JERKS to work for them and scam their customers.
Company Response 02/18/2011:
My name is Maria Palmisano and I am with U-Haul International. I first would like to offer you my apology for the rude treatment you experienced at our U-Haul location. We know moving can be stressful enough without the added frustration of experiencing less than satisfactory service from a company you are doing business with. This U-Haul dealer is an independent businessman. We do counsel our dealers to give them the benefit of our experience in successful U-Haul service, but as independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgment. I have forwarded the information you provided to our Area Field Manager that oversees this U-Haul location. Please be assured the matter will be discussed with all involved and corrective action taken as needed to see that our standards are understood and observed. It is only through communication with our customers that we realize which programs are working and what areas need attention. If you need to contact me or have other concerns, you can reach me at maria_palmisano@uhaul.com.
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Anonymous on 02/10/2011:
I once ordered a burrito with no onions from Taco Bell, and I got onions anyway. That didn't prompt me to boycott ALL Taco Bells. Give U-Haul another chance...just try a different location next time. Good luck!
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Reservations Mean Nothing
Posted by on
When you make an online reservation, it counts for nothing. They will change the truck you want to rent and the pickup location and then tell you, "Tough!"
I reserved a 14' truck to be picked up in College Station, TX; they changed it to a 17' truck at a location outside the city.
I called the customer service number provided by the franchisee - which turned out to be a "traffic office" (1-800-326-4020). The young woman to whom I spoke told me I could drive 55 miles to pick up the truck I had reserved. When I asked questions, the customer service representative refused to answer them and, instead, continued to answer me from a canned script. I asked to speak to a supervisor and was disconnected. I called back, again asked to speak to a supervisor, and was again disconnected. I called back a third time, and spoke to a man who stated there was no supervisor available. He then told that changing me to a truck that is too big {for me} to drive, at a location outside the city, was an "upgrade". (The implication was that I should be grateful. I don't consider these changes to be an upgrade, and I told him so.) Then they offered me a 10' truck - which has no loading ramp - also not an upgrade.
The individuals who work at you Haul may be good, hard-working people, but the people I spoke to at the "traffic office" were idiots. They could not explain why the reservation system allows a person to reserve equipment without that equipment being available. What happened here, obviously, is that they gave someone else the truck I had reserved.
Worst of all, I am stuck in a situation where I have to accept this mess - or not move. I will NEVER rent from you Haul again, and I will tell all my friends of this experience. What a crock!
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Anonymous on 01/14/2011:
All the truck rental place act the same way Hertz did the same thing to me once.
trmn8r on 01/14/2011:
What you describe has become standard in the rental business today. The rationale is to not have trucks sitting around.

There were two departures from what you expected - the "upgrade" of the 17' truck instead of 14' was because they didn't have the 14' available. The change is free to you, but means you have to use a larger vehicle.

Sending you to another location is because they didn't ANY suitable truck at their location. Maybe someone didn't return the 14' as expected. You can see that to prevent these kinds of situations, they would have to have trucks sitting unused.
Michelle on 07/24/2011:
Same thing happened to me this past weekend. I would have to drive 40 miles outside of the city to go get this truck. If I am paying them why the heck do I have to go out of my way to get what I need? that's insanity.
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U-haul Useless Roadside Assistance and un safe truck
Posted by on
STOCKTON, CALIFORNIA -- Useless Roadside Assistance and unsafe truck

On Nov 2007, I was helping my friend move to the Bay Area and told him I would drive one of the U-Haul trucks. The truck that I was assigned was old and somewhat beat up, but I assumed would be in good working order. The trucks 'check engine' light was on.

The problems started when I was traveling down the hill to I-580 when I applied the brakes and the pedal hit the floor. I pumped the brakes and the brakes and the truck slowed down just fine. As I was traveling on I-580 I heard a loud pop from the left rear of the truck. The pop was the inner left rear tire. I immediate pull off to the shoulder, where I notified my friend and U-Haul emergency roadside service.

At approximately 1030 am I contacted the U-Haul roadside emergency service and explained to them about the flat tire and my concern with the brakes. I gave the operator my location W/B I-580 in Livermore. That stretch of I-580 is a three lane Highway posted 70mph. The operator was polite took my cellular phone number and told me that help would be on the way.

At approx. 1130hrs I re-contacted the emergency roadside assistance and was told that they were working on the problem and they would call me back. As I was standing alongside the freeway I noticed a yellow truck about the size of the U-Haul driving towards at me at approx. 25mph. I soon realized that that the driver was looking into his side mirror and talking on a cellular phone. At the last minute the driver saw my disabled truck and swerved into the highway causing a non-injury auto accident. He could have easily hit the U-Haul or run over the two working safety triangles supplied by U-Haul. The third triangle was broken. I believe Federal law requires three working safety triangles. After helping the people in the accident and calling Highway patrol I received a voice mail from U-Haul emergency roadside service. The operator told me that they were unable to finding anyone to help me and that they would be calling me back in 30 minutes. Time approx. 1230 to 1240 pm). After waiting for over 30 minutes and failing to hear from U-Haul I recontacted the road side service and asked the operator what was going on. The operator told me that they were trying to get a hold of a supervisor who could authorize a mechanic or tow truck to help me. The operator said they were having a hard time getting in touch with an on call supervisor. I ask the operator if I could speak to her supervisor, at first she told me that he was not available then connected me after I pressed the issue. The supervisor was polite but was unable to help me. I told the supervisor that I was concerned for my safety and if I could move the truck off of the freeway. Closest exit was approx. 1 mile down the freeway. The supervisor told me that they were doing the best they could and call back when they knew someone was en route to help me.

During the 1 o'clock hour I again recontacted U-Haul and was told that they were trying to get someone out to my location to help me and that they would call me. The operator did agree with me that the wait time was unacceptable and that she would not want to be in the same situation. The operator did advise me that if I left the truck on the freeway it would be concerned abandoned, even though I told her I had given them the location of the vehicle. I again expressed my concerned for my safety about being on the side of the freeway with traffic driving by in excess of 70 mph. The operator told me that U-Haul was concerned for my safety and that they were doing the best they could to get someone out there to help me.

At approximately 214 pm I re-contacted U-Haul roadside assistance and was told that they a tow truck was en route and should arrive to my location in 90 minutes. I again asked to speak to a supervisor and was told that one was not available. Again after pressing the issue I spoke with a supervisor who told me that the tow truck was coming from San Jose. Livermore and Pleasanton are closer to my disabled vehicle. I again explained to the supervisor that I was concerned for my safety and had not eaten or used the restroom since 800 am. He was polite and apologized fort the inconvenience but told me that was the best they could do. The supervisor said they would check back within 90 minutes.

At approximately 4 00 pm the tow truck arrived. The tow truck driver was unable to tow the U-Haul truck because U-Haul roadside assistance failed to tell him that the truck was loaded. After waiting for approx. 30 minutes I was told I could drive the vehicle to the closest U-Haul. The closest U-Haul is in Livermore.

Note: U-Haul failed to call or check on my status.

Upon arrival at the Livermore center and after telling them what had happened they were more than helpful and apologized for the U-Haul roadside assistance had handled the incident. After replacing the tire and checking the brakes (low brake fluid) the supervisor told me that the Stockton U-Haul should not have let the truck leave the lot. He assured me that the truck would be taken out of service once it reached Fremont U-Haul center.

I was very disappointed in the U-haul Roadside Assistance because of the horrible way this whole situation was handled. The operators were polite but did not seem to care about my situation.

Here is what was especially upsetting:
1. The U-haul Roadside Assistance was useless and could not offer any kind of help in getting the tire replaced or me to a safer location.

2. Having a customer wait 5 1/2 hours along the side of a busy freeway for a tire replacement or tow truck is absolutely unacceptable and shows that U-haul does not care for the safety of their customers.

3. That U-Haul would let an unsafe vehicle leave their lot.

In the end I (Do to time constraints) was unable to help my friend unload the other two trucks. Through U-Haul overall incompetence I will never do business or recommend others to use their services.

Thank you for your anticipated assistance in resolving my problem. Please contact me at if you have any questions.

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Principissa on 11/26/2007:
Just be grateful you are alive to write this after driving a U-Haul.
LeeSee on 11/28/2007:
U-Haul sucks. When I moved my stuff from AZ their cruddy truck broke down after 40 minutes on the freeway. Here we are stuck on the freeway with sporadic cell service and they either hung up on me or put me on hold. Forget about reaching a supervisor.

"Finally" a state trooper came by and called for me.
The mechanic was nice, and helped us transfer my stuff from one truck to another. NIGHTMARE!!!!!!!!
Use ANYONE but U-Haul!

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Horrible Customer Service
Posted by on
PITTSBURGH, PENNSYLVANIA -- I will never as long as I live use a Uhaul Truck to move any of my things around so help me God.

I was moving out of my apartment July 31 and I did not get the keys to my new place until August 1st. My only option was to get a Uhaul, load it up, let it sit over night, and then unload it the next day.

I used the easy to use Uhaul.com website to reserve my uhaul with no problems. It allowed me to reserve a UHAUL for 24 hours and gave me the closest location. I put this reservation through and then called the location to see if it would be a problem to extend it from 24 hours to 48 and explained my moving situation. The guy who answered assured me this would not be a problem at all. I also at this time changed my pick up time from 8 am to 10 am and the drop off to reflect the same time change.

I arrived at Uhaul at approximately 10:15, as we all know nothing goes as planned on moving day. After standing there for several minutes while the THREE employees (one of which being the manager) chatted amongst themselves I was beginning to be annoyed. I was finally acknowledged (did I mention I was the ONLY customer in the store?) and as he was pulling up my reservations I made small talk and apologized for being a little late. He get real short with me and was like "yeah two hours late, your reservation was for 8. You're lucky we held your truck with it being the last day of the month" I responded with "No I had that changed to 10 because I knew I would never make it here by 8" What will follow here will be an accurate retelling of the conversation to follow:
him: Yeah. Sure. OK anyway. License?
I handed it to him, he doesn't make eye contact, and enters stuff into the computer.
him: OK, sign here
shoves pen and paper across the counter, tosses keys on counter beside it
him: this is due back tomorrow at 8 am.
me: oh? I reserved it for two days, it shouldn't be back until the 2nd and I should be for 10
him: nope. tomorrow. 8.
me: that's not what I reserved though.
him: well, that's what it says here.
me: I reserved this at least two weeks ago, called in and talked to someone about this. (I explained key situation to him while he stared at me and ROLLED HIS EYES, no lie)
him: well, I don't know what to tell you, the computer doesn't lie. it's due the 1st
me: fine, whatever, there is NO way I can get it back to you the first
him: then you cannot have the truck.
At this point the manager walks over
Manager: what seems to be the problem?
the other guy just sighs and WALKS away!
me: I reserved this uhaul for two days, not one. 10 am, not 8 am.
manager: WE don't do that, 24 hours at the end of the month. no more.
me: I called and made these reservations. I have no alternative to moving my stuff. this is why I took care of it well in advance. I reserved it for two days. The website allowed me to do 24 hours. I needed 48. I called. Whomever I spoke with said he made the changes to the reservation and it would be fine.
Manager: who did you talk to? Was it this location?
Me: I don't know, and yes it was here.
Manager: Yeah, well no, my people are trained. at the end of the month NObody gets it more than 24 hours. Nobody. It just doesn't work that way.
Me: Then why did he say it was OK?
Manager: I don't have any trucks to give you for 24 hours. It's not going to happen.
Me: You have to! That is what I made the reservations for! What is the point of making reservations if you aren't going to honor them.
Manager: If I give you a truck for 24 hours, I'm not going to have any trucks for the people that reserved them tomorrow...
Me...blank stare.. OK?
Manager: so it's not going to happen.
Me: I'm not leaving until I get what I paid for
Manager: you haven't paid anything yet.
Me: I paid a five dollar reservation fee for the reservation I made
Manager: From the business side it doesn't even make sense to give you this truck for your situation. It is going to sit with your stuff in it over night. Over that 48 hour period, I could rent that out at least 4 times.
Me: that's my problem how?
Manager: Fine I'll give it to you. I'm just not coming in tomorrow. I'm calling in sick. I'm not dealing with this. I wish I knew who you talked to. I'd fire them.
Me: Fantastic. Good for you. I need to start loading this truck. Can we get this over with?
We finish the paperwork in silence he hands me the keys, briefly goes over the fuel policy and I leave.

I am quite upset about this as you can imagine so after I am done moving I write a "contact us" on Uhauls main website. I get the automated "thanks for contacting us" message telling me someone would contact me in 2 business days. 2 weeks go by, I respond to the auto message saying I still haven't heard anything from them. I get another response back apologizing and I should receive a call the next business day. It's now another week later. I have heard nothing.

I refuse to give money to a company that flat out called me a liar, didn't want to give me what I paid for, and then doesn't care enough to try to contact me.

Never again Uhaul!

P.s. This was the Washington Blvd office in Pittsburgh and I believe the managers name was J.D or something similar.
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Anonymous on 08/18/2007:
Your lucky to be alive after renting the junk U-Haul puts out on our roadways.
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Service Sucks!
Posted by on
CALIFORNIA -- To Whom it May Concern,

I am writing to file a complaint with Uhaul, to let you know that I am disappointed with my experience with your company on my last move. I am so disappointed in your reservation process and customer service, in particular with the regional manager I spoke with, that I never intend to use Uhaul services again, and intend to explain this to everyone I contact that is planning to move.

I reserved a moving truck about a week before the move date. I reserved it for 2/13/06, and chose the 6 AM pick up time on your website. I realized at the time that the pick up location was a preference only as clearly indicated below.

Critical reservation advisements
Before confirming your reservation, please read and check each one of the advisements below to indicate that you understand them.

I understand that my pickup location is a PREFERENCE ONLY.

I understand that the U-Haul regional office for WEST VALLEY CITY, UT will be in charge of my reservation.

I understand that they will call me by 5PM on the day prior to my pickup date to schedule my exact pickup location and time.

I understand that to change or cancel my reservation I will contact U-Haul no later than the day prior to my pickup date. I understand that reservations cancelled on the day of pickup are subject to a $50 cancellation fee.

I understand that U-Haul reserves the right to substitute equipment of equal or greater size at no additional charge to me.

However, as you can see above, it is not so clearly written that the pick up time is also only preference. This would not have been any problem for me had I been contacted to let me know of the change.

In fact, I was told three separate times that I would receive a phone call the day before the scheduled pick up time to confirm the exact location and time. The first time was on the confirmation page after I MADe the reservation, the second time was in a confirmation e-mail, and the third time was when I called 1-800-go-uhaul on 2/11 to confirm the reservation. I was told that I would have to wait to confirm the time and location until the following day when the regional manager would call me by 5 pm.

On 2/12 at approximately 5:30 I called again to confirm the time and location. The representative told me that someone should have called and that she would have someone call me between 7-9AM the next day- the day I had reserved the truck for. I explained to her that I was expecting to pick the truck up at 6AM and couldn’t wait until 7 or 9 AM to hear from them. She apologized and told me that I would have t wait to get that call.

The next morning I found an e-mail letting me know the pick up location had changed, and I tried to call to find out when I could pick up the truck. I called the location until 9:30 AM and could not get a hold of anyone, so I called the regional manager over the pickup location in West Valley City, Utah. As bad as I thought that the reservation process had been to this point, It was speaking with this regional manager that made me decide to never use UHaul again.

I told the regional manager that I was upset because I had scheduled the truck for 6 AM and it was now 9:30 AM and I still had not been able to pick it up. She told me that the location opened at 9 AM and there was nothing she could do. I explained to her that I expected to pick up the truck by 6 Am since no one had told me otherwise, that I could not make the move in the day I had to do it, and asked what could be done about it. She then accused me of trying to get something for free, and told me that it was clearly explained before I made the reservation that the pick up time is only a preference, which you can see from the pasted portion from your website above that this is not the case. I told her that it did say that the time and location would be confirmed, but since I had made the reservation a week in advance I would have expected someone to let me know beforehand. She said that there is no location in her region that opens at 6 AM and that there is nothing she can do about it. I asked her if I could speak to anyone else about it, but she refused to give me any information about someone else I could call. I told her that if I had known that there was no way that I could have gotten the truck at the time I reserved, I would have been able to go with someone else, but in fact no one had ever called me- not on 2/12, or on 2/13 like I was told. She asked me what I wanted her to do, and I told her that I thought that an apology and some sort of discount would be in order. This upset her more and she told me that nothing had gone wrong. She did apologize that I did not get a call, but it was not a genuine apology- it was more like she was sorry that she had to talk to me. I asked her if she cared that she lost a customer, and that I would tell everyone I know about the horrible experience with UHaul and she said that was my choice and she wouldn’t do anything.

Is that the kind of company that UHaul is? I have known UHaul since I was a little kid, when my dad rented trucks and trailers. It was in fact the first name I thought of when I was planning the move. But, I think it is reasonable to expect that if you make a reservation a week in advance, the company has enough time to contact you and let you know if it will not work beforehand. By the time I was actually told that I could not get the truck when I needed it, I would have been charged $50 to cancel it. Is that the plan? To charge people $50 for believing that you will deliver the goods they need when you have no intention of delivering? That is how it appears when the regional manager can tell me off the top of her head that no office is open at 6 AM, but she cannot call me to let me know that until it is too late. If that is not the intention then I think you need to work on the reservation process because it allows for terrible things to happen.

Furthermore, your customer service is horrible. Every person I spoke with at UHaul was annoyed to have to deal with me, even when all I was asking for was information that I had been told to expect. I had been told repeatedly to wait for a phone call- in fact two calls on two separate days- I didn’t receive even one call. This meant that the day I had planned to move was now two days off work and a night on the road. I would expect the regional manager to do whatever she could to make me a satisfied customer. Instead she accused me of trying to get something for free- even before I asked for anything. Although I did ask for a discount later, I think it is reasonable. UHaul knew for almost a full week when I needed the truck, and also knew that there was no way that I could pick it up at the time I reserved it on the website. Yet I was not even given the common courtesy of being told that you cannot provide that advertised service in my area. Instead I had to pick up the truck almost 4 hours later than I had scheduled. If I brought the truck back 4 hours late I am sure I would have to pay extra. Isn’t it reasonable that I expect you be held to the same standard? The discount I was asking for was simply to cover the motel room I would have to rent overnight- probably $40. Instead I was mistreated for expecting the services you advertise on your website, and that I had been told by your representatives to expect.

I am writing you this letter out of courtesy to you so that you know how your reservation process and customer service lost you future business from me and everyone in my sphere of influence- which I might ad can be surprisingly large in a services and sales business like I am in. I am not as upset with the whole process because I understand that there will be problems with anything. However, I refuse to do business with a company with such poor customer service representatives and management, and that would rather lose future business over a dissatisfied customer than to give up even just $40 of their profits.

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overunder on 07/11/2006:
I made a truck and car carrier rental reservation with U-Haul a week before my one-way move date.I had read all of the negative posting about U-Haul but I was going to save $150.00 from Budgets quote for the car carrier and the truck costs were comparable.

BIG MISTAKE When U-HAUL called me today the truck was 100 blocks from my house and I have a big U-HAUL location 6 blocks from me. I asked if they could transfer my reservation to the location closer to my home and they said that they would try and would call me back. After a while I hadn't received a call back so I called them. They said that the other location had the truck but they weren't sure if the car carrier was road ready and they would check it out and get back to me. I felt some discomfort with that statement I pictured someone digging a trailer out of a pile and slapping some old tires on it.

I waited and no one called me so I called Budget, no problem they would have everything at the Budget location nearest to my home and ready in the morning. Yes a little more money but they were polite,knowledgeable and they got it right.

Still no call back from the local U-HAUL so I called central reservations to cancel and talked to a guy who just couldn't get anything right. I walked him through the spelling and what I needed
and tried to understand what he was saying. He finally said that he had cancelled and that I would get a call from the local guy to confirm the cancellation.

I guess you know by now that I didn't get that call but I made the call and they finally got something right MY CANCELLATION !

Perhaps they should get out of the business they are in and go into the cancellation business because they got that right.


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False Charges Not Settled- U-Haul Brooklyn New Utrecht and Park Slope
Posted by on
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 10am. (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 10am 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 10:30am (my pickup time was 10). No biggie, right? OK. My scheduled drop off time was 10pm, same location (Contract number 20453500). When I arrived at 10pm 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, Janice and Christine, 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 its 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 dropoffs.

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 dropbox 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 Merle 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.
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Alain on 09/01/2010:
A raesonable request. Please let us know what their response is.
old newfie on 09/02/2010:
yep, this is reasonable but.....I've had dealings with U-haul, they only have to do a few hour course and you can be a dealer. They came to my business and offered me a dealership last year. They knew nothing about me, like the fact I don't have enough parking, and they didn't care. Just wanted me to sign on. I don't think they really care about who represents them.
Eunice on 10/14/2010:
Wow, you have my sympathies. That was a bad experience. I hope they will realize that keeping you as a good customer is worth giving up that little bit of profit they gain from you.
getoverit on 10/14/2010:
In your shoes, I would be filing a dispute with my credit card company. U-haul made it impossible for you to fulfill your end of the agreement by retuning the truck on time to the original location and you made the extra effort to contact them and follow through with their instructions.

You have the name of the people who told you where to drop off the truck and, I assume, the original paperwork with the terms that you agreed to.

You've also made more than a reasonable attempt to resolve the matter directly with U-Haul.

I hope you still have time. You probably have sixty days from the date of the statement where the charges appeared on your credit card.

Make sure you file your dispute in writing and provide as many pertinent facts and as much documentation as you can.

The credit card people will probably tell you that you don't have to do it in writing but the fine print in your agreement with them probably says you do.

It's typical: you call and try to reasonably explain a situation to customer service people. They just blow you off because they 1) have no authority to make any decisions and 2) lack the training, knowledge, and concern to see to it that your issue is addressed.

But they won't just blow off a credit card lender that has the ability to rescind the payments they have made on your behalf.
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Uhaul and safety storage has left me penniless and homeless!!!
Posted by on
PLEASANT VALLEY, MISSOURI -- This is perhaps more on safety storage 7101 Stewart Rd, Pleasant Valley - (816) 781-0007

I made Reservation # 28180718 on 11/06/09 for a truck and tow dolly. The safety storage lady called me back as Uhaul promised right at 6:pm on Friday night. (thought that was latest time they would, not actual time)
The clerk a woman called and repeatedly asked for me, I repeated phrases like "speaking", "this is him", "your " talking to him" before the incompetent could comprehend that they were actually talking to me. All the while being extremely irritating by not disclosing who they were or the nature of the call. I believe with the name repeating and what not it may well have been 3 minutes before she even would say who and what she wanted. Not a good start.

I arrived this morning to pick up the equipment, and was surprised to see the equipment I ordered was not even on the lot. I entered the store, gave id cc etc to learn my order had been changed from a car dolly to a trailer. I asked if there was a cost difference and she replied she did not know and it should not be much if so. This made me fee uncomfortable yet I played along trying to get to the bottom line, what's it really going to cost me.

I expressed my fears of a cost difference and my hesitations on the difference between my Internet order and what I was actually receiving and the possible cost difference.
It was at this point the woman picked up the papers I had already signed and told me to forget it then, I asked her what she meant and she flew off in some tirade about me belching in her face (???) and told me to get the hell out of there.....

WTF!??? Not only do I have no reflection of belching or passing any other bodily gasses, just some poor stiff trying to move.

Long story short, my card was charged $292.19 for equipment that I did not receive or use with a promise of a refund some 7-10 days from now. The best part is that I have this weekend to evacuate this house and move or be homeless.
I now have no money to rent a truck or trailer from anyone and no other way to move my belongings some 200 miles.

Was on the telephone the rest of this morning trying to get a refund receipt number to expedite the refund and after 3 hours that was not forthcoming either, so here I sit with packed belongings, no truck and no cash left to rent one.

Most are happy to rush in a cashless society, remember this story well before you hand your card out to anyone you could be on the street and penniless too.

Thanks U Haul for nothing, You are all a bunch of crooks, mostly safety storage of the Kansas city area. Stay way away from these people.
I notice they try to gloss over their incompetence here with replies. I spent my time this morning trying to get another truck or a direct refund. It was not forthcomming and will never be for any other either. They are crooks.
Company Response 12/02/2009:
My name is Maria Palmisano and I am with U-Haul International. I first would like to apologize for the rude behavior and inconvenience you received from our U-Haul dealer. As you realize, this U-Haul dealer is an indepedent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgement. Please be assured this matter will be addressed and corrective action will be taken as needed. I did verify that a full credit was issued back to the same credit card that was charged on the same day as the charge. The credit should post on your next credit card statement if not already. As we value you as a customer, I would like to send you some VIP Certificates for future use in the hopes you will allow U-Haul to redeem itself in the future. Please forward me your current mailing address or email to me at maria_palmisano@uhaul.com. I look forward to hearing from you.
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Anonymous on 11/07/2009:
I quit reading after the incompetent remark because the woman probably didn't hear or understand you.
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Posted by on
ANNAPOLIS, MARYLAND -- I have rented a U-Haul truck previously for all of my moves - from my first apartment, to my first house, to my current residence. However, I must say that the time that I rented a 26-foot truck on March 4, 2006 from an authorized Shell station in Annapolis, MD., was and is the last time I will ever do so.

As an inconvenience to me, I had to pick the truck up from a location that was 20 miles away from my home when I lived less than a quarter of a mile away from a U-Haul location - a customer svc. rep. told me that my truck would be shipped to the convenient location and that didn't happen.

And when I arrived to pick up the U-Haul truck, the gas gauge was broken but the representative made a note of it and assured me that it was full of gas. I drove it off the lot and when I reached the highway nearby, I was only able to drive 10 miles per hour in a 55-MPH zone; the speedometer, odometer, signals, and safety hazard lights did not work.

As this was the day of my move and a paid moving team awaited my prompt return with the truck, I contacted a serviceman and went to Budget, which graciously had a large, fully operational truck available. Now to my utter frustration, U-Haul refuses to refund me for the charge made on 3/4/06 of $144.72 and on 3/20/06 U-Haul decided to charge my MasterCard an additional $206.91 for towing, as if it was my fault that the lemon truck broke down and endangered MY safety!

I contacted a representative prior to the second charge posting and she said that it was not in her power to issue any refunds but she gave me the Phoenix, AZ customer service info and said I could debate the charge of $144.72 and I would not have to worry about ANY ADDITIONAL charges.
So unfortunately that was not accurate, just like when a rep told me my truck would be shipped to a convenient location, because indeed I have been charged $206.91 for a truck that was a total LEMON - I as the customer am penalized.

There are some very helpful representatives who have lent an empathetic ear who I am sure hear horror stories and atrocities that U-Haul "family" endure constantly. My suggestion to anyone considering renting a U-Haul truck - DON'T DO IT.

My suggestion to U-Haul online - please don't penalize U-Haul "family" when U-Haul equipment is not functional. Improve the technological quality of your vehicles and make the truck pickup process convenient and both U-Haul as well as U-Haul "family" will be happy. Anyone who has access to a computer can do a Web search on U-Haul and find thousands of blogs and complaints about service and equipment; I only wish I had done the online search prior to my reservation. It would have saved me stress, worry and money. Now I will eagerly join the thousands of dissatisfied U-Haul customers with online postings, complaints, and a formal letter to the Better Business Bureau.

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Sparticus on 03/22/2006:
I am so sorry to hear about your ordeal with uhaul. I stopped using them a few years ago when I had a string of crap trucks they gave me that nearly broke down and, like in your situation, had trouble getting anywhere near the speed limit. Hopefully enough folks will read these complaints and use budget instead!
Anonymous on 03/23/2006:
I think UHAUL stopped working on their equipment in the middle 70’s and there management seems to be high on something that makes them hate the world. I also think they don’t care about customers who get mad because they think they have enough to make up the difference. They, like many other big companies, don’t seem to know that if they just made customers happy it would cost them a lot less money but they think they save money by screwing people.
Hugh_Jorgen on 03/23/2006:
Even if you are still trying to work this out with U-Haul, I would go ahead and dispute both these charges with your credit card company before your time to dispute runs out.
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Unsafe Trucks On the Road
Posted by on
LEAGUE CITY, VIRGINIA -- My recent experience with UHAUL tells me that they care only about the money, not the customer... On Feb 1, 2006, I went to my local UHAUL dealer to rent a 26 ft truck for a move. That day, it was pouring down rain. After getting the transaction started, they pulled a truck around for me to get the mileage off of it. When the guy got out of the truck, he stated that I would have to roll down the window, as the inside release did not work. I went back inside, told them that this was unacceptable, especially in the severe rain. After 3 other trucks with various safety problems, they found yet another truck, and again, brought this one around. This one seemed at first glance to be better. Only issue was a manual transmission, but, since I have driven them before, did not see a problem. Because it was raining, I noted the mileage, and signed the contract. By this time, the wind had picked up, and it was raining so very hard, I could not see the front of the hood of the truck. Well, after traveling about 2 miles, a car jumped in front of me, causing me to have to hit the brakes...Would have been fine IF the air brakes worked!! No Air pressure was the indication on the dash, so I reached for the emergency brake, and.... No Brake!! Well, I changed lanes quickly to avoid an accident. When I finally got home, the brakes returned to normal, but, still no emergency brake.

Anyway, got the truck loaded, and shut down and locked up the truck for the night(3:15am!). At 7:00am the next morning, a knock on the door.... The police officer needed me to move my UHaul truck because it was blocking the road. Much to my surprise, it had rolled down the driveway, and into the street, blocking the traffic. I moved it back into the driveway, and set the emergency brake, and it seemed this time to hold. Went to breakfast. Came back, and the truck was in the street AGAIN! Moved truck to the street. Called UHaul, and requested to have someone look at it. After waiting for 3 hours, called again, and they stated that they had nobody that could come until tomorrow, and that as long as the truck was drivable at all, I needed to bring it back to them. Well, my movers, whom I am paying by the hour, called me from the new house, and wanted to know when I was going to arrive.

I told them that I would be right there, so moved the truck to my new location, and unloaded....I took the truck back to them, and when I tried to tell them of the numerous problems, they very passively said "We'll look at it.".... I have also found out that they at the recommendation of UHAUL Corporate, place the new(er) trucks on One-way, and the older trucks, on local only. The thought is that if it breaks down, local is easier for them to work. However, it seems that by doing that, they also have the attitude that

1. Screw the local user, he doesn't need the automatic trans, or the emergency brake, or, even hazard lights...

2. The local person doesn't mind having a truck that is really no longer road worthy...He should be grateful for what he can get......

Well, my take is, SAFETY is not a concern for the local user as far as UHAUL is concerned. Next time, I will utilize someone else...UHAUL is NOHAUL in my book!!!
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Hugh_Jorgen on 02/06/2006:
It's true with ALL the truck rental companies - the newer equipment goes on one-way rentals. but I have to ask you as well - why did you keep driving it once you knew it had no brakes? I would have stopped right there and called for a tow truck.
Buba on 07/06/2006:
Buba on 07/06/2006:
JayD: After going through 4 trucks, all had various problems, it was late in the day, and, I had movers scheduled to help me... Actually, I think if I am nuts, I have some ocean front property in Arizona just for you!!
kaybooks on 10/07/2006:
Have had the same experience, except mine was a long move and I didn't know the truck had problems till I was on the highway and it wouldn't go over 35 mph! What should have been a 3 1/2 hour drive, took about 8 hours. What do you do when you are loaded and on the road? Suffer! No more U-Haul for me! They absolutely did NOT care when I told them, either.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worse Customer Service
Posted by on
Rating: 1/51

We went to get a service from this location and we were assisted by the General manager Dwight [snip], first of all we had to wait a long time for get his attention, then he looked really hurry 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 [snip] knows that with manager like Dwight [snip] The U-Haul company will loss 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 ours questions were answered, we received orientation and advices from the personal staff and the manager . Thanks to Mr. [snip]and his manager Matt [snip]because they gave us a better day. .. ..
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