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Part Not Ordered Online?
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

WEBSITE -- Online I order a trailer hitch to be installed. I get an email saying that it will happen on date X. I call the U-Haul location on the day before. Yes my appointment is at 11:00. But: I go ahead and ask, "did the part come in - it was a special order part". "No, no part. Hasn't been ordered yet." So he told me the appointment time with no part there. Later the guy calls back. He called some center. That center says that the part was ordered, but it would take 6-7 weeks - so they knew all along it would arrive several weeks after the date of the appointment. Grumble!

Better Than Expected!
StarStarStarStarStarBy -
Rating: 5/51

MIAMI, FLORIDA -- I moved my entire three bedroom home from Miami Florida to New York City on August 15-17, 2913. I had some serious anxiety about the drive, especially since I was traveling with my two kids, ages 16 and 18 and I was doing all the driving. I read a bunch of reviews that were so negative and I was scared about the equipment I was going to get from Uhaul. Luckily, I had a great experience with Uhaul. The truck was a newer model and ran well. Just be prepared to drive slow, like 55 mph slow. I didn't feel comfortable driving over 55 mph because my load was so heavy. I'm not going to lie - it was scary because the truck is so big and heavy. And it was filled to capacity.

But I did it. The Uhaul customer service was great. I read that many people didn't have their trucks on time but mine was there waiting and ready when I arrived to pick it up. Keep in mind that gas is expensive so make sure that you budget for the gas. Plan ahead as to where you are planning on stopping and make sure you have enough clearance. Backing up the truck was OK. I read so many horror stories about Uhaul equipment and customer service but I had a great experience. Would I recommend Uhaul? Absolutely! If I did it, a 48 year old mother of two, with no truck driving experience, anyone could do it. Thanks Uhaul!!!

U-Haul Crates vs. Pods
By -

LEONARDTOWN, MD -- My husband and I move a lot and we just got our Uhaul containers delivered today. This is the first time we are doing it without a truck and with containers. My experience is as follows so far. The Negatives: I have a paved large circular driveway I asked them to be placed on. I am guessing it is slightly uneven in parts (like most pavement). Due to this the delivery guy wedged shims with a sledge hammer after delivering them. After putting in my lawnmower, however the door no longer closes.

This is a big issue because since it is a large wooden box basically, if you set weight in them the door no longer closes or latches since the weight settled the wooden box making the latches shift. The other issue is that I am only 5'5". I had to get a pole to push up the tarp cover to even close the door and I can't pull the tarp down enough to close it all the way (especially on the one where the door won't shut). It is currently raining and sleeting outside and although I only have my outdoor lawn stuff in the aforementioned box I am still worried something is getting ruined as we speak. (I suggest packing a step up stool and or ladder last)

There is a small step to get into the box so lawnmowers and stuff, you have to have a board to wheel them up into the box. I luckily had a few boards lying around. There are only tie strap latches on 1 of my boxes. They aren't as big as you think and can only haul 2000 pounds each. I have no way of knowing how much weight is in each which presents the problem of shifting if you don't pack them tight enough (boxes aren't an issue but furniture and lawn equipment is).

They make a limited size and aren't really wide enough. To give you an idea I had about 6 inches to spare width wise and maybe 3 or 4 feet length wise after putting in my 40 inch riding lawnmower (sm to med size ridding lawnmower). We had to fight to get the quoted price they tried to charge us twice as much during the confirmation call.

The positives: The truck is the cheapest option for all of our moves so far (we have used Uhaul in the past). What appealed to us was the time we would have to load and unload hopefully making it a lot less stressful of a move after doing the past moves in a day or two (unless you pay for more says with a truck but still you don't get it for a full month). They take up less than a parking space. I have 4 in a row in a space to park 2 cars comfortably. They would be better for longer distance moves. The drop off was great ( deliver I am sure will be the same). It was quick and all I had to do was tell them where and sign on a digital device similar to UPS.

You can get as many as you want and for me, they were so much cheaper then PODS. PODS wanted to charge me $1400 for a cross county move in MD where after fighting to get a quoted price, the Uhaul containers were a little over $600 (a 26 ft truck would have only been $200 though but would have been more rushed).

Advice: Watch out for hidden fees. Pack your ladder last. Make sure the spot is really level to avoid shifting after added weight.

Serious Issues with U-Haul Lewisville TX
By -

LEWISVILLE, TEXAS -- I am writing this review to expose some very serious issues. I recently rented a U-Haul trailer (my first experience with U-Haul) and was given a rate of $29.00 for the trailer. Everything went smoothly and I was told to return the U-Haul by 6 P.M. There were no specifications to what location the U-Haul must be returned but that it simply must be returned by 6 P.M. The next day I noticed an unauthorized pending charge of $73.75 and called to find out what the charge was for. I was told that it was simply a hold in accordance to U-Haul policy and it would disappear within 3-5 business days. Satisfied with this answer I did not further investigate.

However, on 11/3/2010 the additional $73.75 charge had gone through and had created an overdraft in my account and I was charged an additional fee of $34.00. I am never overdrawn and am very cautious with my money so I was very frustrated at this point. I called the Lewisville store located on 525 North Stemmons Freeway (College Pkwy) Lewisville TX 75067 and spoke with the general manager there. It was the most unprofessional and inappropriate call I have ever experienced and merely exacerbated the stressful situation.

The manager told me, “It's not our fault you didn't return the U-Haul here”, and “You should have known”, and “If you tell me you will bring my U-Haul back here then I will just believe that's true.” (Please note on the last quote that I had never spoken to him before and I was neither informed that the U-Haul must be returned to that location and I never told anyone at the store that I would be bringing it back to that specific location either). He also continued to cut me off in mid-sentence saying, “Listen to me, listen to, hey, listen to me.”

He was argumentative and offered no apology for the miscommunication between his staff and I; he offered only blame and false scenarios. Toward the end of our exchange he told me, “Hey there's nothing I can do anyway because the other store charged you! So you're not helping by being mad at me!” I responded in frustration, “You should have informed me of that at the beginning of this conversation and apologized for the inconvenience and given me the number to call the other location instead of being argumentative and inappropriate. I cannot understand how you became manager with this level of customer service.”

His response was merely, “Well, ma'am, thanks for that suggestion and now I'm going to let you go so you can call them.” I proceeded to call the other store and spoke with the manager there. I relayed all that had happened and he did everything in his power to help for which I am extremely grateful. Unfortunately, the corporate office instructed him to call the other manager to ask that the extra charges be dropped, of course, the other manager refused saying, “We told her to bring it back here and she didn't so we will not refund anything.” As I stated above I had never spoken to him and was never informed of this policy or I would have adhered to it.

This is my last option and I am pleading that someone take care of this matter. The Lewisville manager will be able to continue on with his week unaffected by this matter while I attempt to recover from the damages. I expected only to pay $29.00 for the U-Haul but instead (including the NSF fees) have spent approximately $150.00 dollars and counting if other transactions are processed. This is bad enough in of itself, but the real tragedy for me is the money I am spending to recover from this is the money for my wedding dress I have been saving for my wedding in early December this year.

Because of this incident, I have no way of purchasing my dress and I am devastated by this ordeal. I truly hope someone will read this and rectify this needless situation. I can be contacted via email at ** by any U-Haul personnel that can assist me.

U-Haul One Way Move - What A Ripoff
By -

76013, TEXAS -- So I finally got moved to Abilene before Christmas, I ended up using U-Haul to do the move. I made a reservation online for the truck and picked up from some back alley franchise place less than 3 miles from the U-Haul service center in West Arlington (this should have been the first sign). The employee told me that if I returned the truck early and under the allotted amount of miles I would receive a partial refund for doing so. So I think to myself I can do a move from 2nd story apartment drive 200 miles in 4 hours and move into a 2nd story apartment in less than 24 hours and get the truck turned back in the following day and get a partial refund.

It was nice that day probably about 65 degrees outside at 10 am so I get started and get everything loaded up and I am on the road by 3 pm. I get to Ranger, Texas which is about the 1/2 way mark to Abilene and realize that a cold front has blown in and it is cold probably 30 degrees with the wind chill and all I have on is a windbreaker, polo shirt and a pair of river shorts and all of my clothes are inside the U-Haul at the front of the truck.

I make it to my new place around 7:30 pm and try to find the cowboys-ravens game on TV but I am screwed because it's on the NFL network. I start unloading and it is really getting cold outside. I think about saying forget the early return on the truck and just crashing out on the sofa and starting early in the morning but decide not to because I can get a partial refund and the sooner I get unpacked the faster I can get to my warm clothes boxed up in the front of the cab of the U-Haul. So I unloaded the truck till 4 am in shorts and polo shirt. The low temp that night in Abilene was 20-something, the wind chill was ungodly.

I get up the next morning gas the truck up and get it turned in 18 minutes before the 24 hour mark on the contract and I am pretty amazed that I pulled it off all in less than 24 hours. So I ask the guy at the drop off what the refund to my card would be and he just kind of laughed and said "they told you that?" and he goes on to tell me that they tell people that all of the time and proceeds to tell me that there is no refunds for turning a truck in early and under mileage.

U-Haul will charge you for going over the mileage and keeping the truck out past the due date, but they give you no credit for returning it early. He tells me to call customer service and raise hell and they will partially compensate me for my troubles. U-Haul customer service was a joke. I filed a claim and was told someone would contact me within 48 hours and they actually did (first time Uhaul kept their word). 2 days later as I am laid up on the couch sucking down bottles of NyQuil and eating Benadryl like they were M&M's because of the cold I picked up from working through the night.

I get the call. The representative offered me 30 dollars in U-Haul bucks for my next rental and didn't even apologize... I was so pissed that they thought they were going to buy me off with 30 dollars in U-Haul bucks as if I was ever going to use them again. Since I wasn't satisfied with the offer someone from Management would call me back in 48 hours. I guess they have so many complaints it takes them 2 days to resolve an issue. No one ever called me back.

I waited 7 days and fired off another email to customer support, got a callback this morning from some ass in Fort Worth who was insistent that no one promised me a refund for turning the truck in early. He claims that the owner was at Streamline Auto that morning that I picked up the truck (which he wasn't. If he was he must have been under the desk) and that the owner never promised me a partial refund for turning the truck in early. Bottomline U-Haul sucks. I screwed up by not calling Penske Truck Rental. Their rate for a 24 hour one way 1000 usable miles 157 dollars, 100 less than I paid. U-HAULSUCKS.

Poor Management At U-haul In Wichita Kansas
By -

WICHITA, KANSAS -- Let me start by saying U-Haul must have the dumbest people working for them. I wanted to rent a car dolly to pull a truck. I went to the website to gather information on U-Hauls car dollies and this is what I found. A car dolly is designed for the front axle weight of the vehicle, not the entire weight of the vehicle. Here is what is written on the web site:

The vehicle being towed: Must not weigh in excess of 3,450 lbs. if it is front-wheel drive or all-wheel drive, and 3,900 lbs. if it is rear-wheel drive or four-wheel drive. Must have a maximum outside-to-outside tire width of 72". Must not exceed a body width (at the doors) of 75". Note: body widths over 72" must use late-model U-Haul Tow Dolly (identifiable by silver galvanized color). Low-hanging equipment on the vehicle being towed such as spoilers, air dams, ground effects, etc., may be damaged by contact with the tow dolly during loading and unloading. Make sure there is enough clearance for these items. Tow lights (tail/stop/turn) required at rear of vehicle being towed.

VEHICLE TO BE TOWED: The vehicle that I wish to tow is a 1991 Ford F-250 super cab, front axle weight is 3765 pounds according to the manufacturers sticker inside the door. The outside-to-outside tire width is 71” according to my measurements. I have established the truck I want to tow is within the guidelines posted on the internet.

TOW VEHICLE: Now the truck I am planning to pull this truck with is a 1990 Ford F-250 super cab, 460 cui engine, 1-ton towing package including a automatic transmission made for towing, receiver hitch rated over 10,000 lbs. (I use this truck to pull a bobcat skid steer and with the trailer on my truck, skid steer on the trailer and the weight of the towing truck I am somewhere in the weight of 18,000 pounds total that's including my topper and tools in the bed.)

I have the correct mirrors, operational trailer light hook up and interchangeable receiver hitch balls. Now there is no question I am equipped to pull a U-Haul car dolly, using their internet guidelines for the dolly and the vehicle I want to pull. U-Hauls internet guidelines is as follows:

Your towing vehicle: Must be equipped with a full hard top if it is a sport utility type vehicle. If the top or any portion of the top is removed, or is not a hard top, your sport utility type vehicle cannot be used for towing U-Haul equipment. A full hard top must be in place. Must weigh at least 750 lbs. more than the vehicle being towed. Must have Class 2 tow hitch (3,500 lbs. minimum weight-carrying rating).

Must have 1-7/8", 2" or 2-1/8" hitch ball (3,500 lbs. minimum). Must not exceed maximum allowable hitch ball height 25". Must have external mirrors on both sides. Must have fully operational lighting. Tow dolly lighting must be operational at all times, day and night, loaded or unloaded. Maximum recommended speed is 45 MPH

I drove my 1990 Ford truck to a U-haul dealer, I informed the salesman behind the counter that I wanted to rent a car dolly for 24 hours. I was asked what my pulling vehicle was, I gave him the same information I wrote above for the tow vehicle. Then I was asked what kind of vehicle I was planning to tow. I gave him the same information I listed above for vehicle being towed. The U-Haul salesman proceeded to tell me my front tire width was too big and my truck would not fit. I told him I measured the width and it was 71” and I told him I measured the car dolly and it would fit on the dolly.

Then the U-Haul salesman tried to tell me my truck to be towed was too heavy. I told him the weight of the truck did not matter because the tow dolly utilizes the axle weight and the front axle is rated at 3765 pounds under the 3900 pound limit which is listed in the website for U-Haul. Then the salesman tried to tell me my truck transmission wouldn't handle towing another truck after I told him the transmission in the tow truck was for towing.

The salesman then entered all the specs I gave him for the truck to be towed and the truck that is doing the towing in his computer. GUESS what I was told, my towing truck was not big enough to tow the other truck. Therefore he could not rent a car dolly to me. For grins an giggles I asked him to enter my Crown Victoria as the vehicle being towed using my towing vehicle information (The 1990 Crown Victoria weighs 3715 pound total). Its gets better, the computer says my truck is still not big enough to pull the Crown Victoria.

The website gives the information you need to see if you can use a car dolly and because the program on their computer says something different I cannot rent a car dolly. The sales people DO NOT FOLLOW what is even written in their brochures (same as the website). This only gets better. I called 2 different numbers for U-Haul and not one person I spoke to could over ride that damn computer nor did they have any answers for me that would help.

Since no one can override the computer and what is written on the computer is gospel, I stand to lose a truck I really needed to get home. A car trailer would work if my truck had steering and a transport company wasn't too expensive.

TO YOU U-HAUL: Let me suggest that you gather your information from people in the real world who pull trailers for a living, not from statistics or from some educated idiot who thinks he knows what's going on. Teach your employees to think for themselves instead of letting them think your policies have no options. I think your services suck and here is a list of websites of people's complaints about you. I think you better get a clue as to why your sale's is down. I also want other people out there to know they are not alone with bad experiences. I will NEVER use U-HAUL in the future and I hope other people who reads this will learn something from it.

The CEO of U-haul gave out his cell phone number last night on an episode of Inside Edition, inviting consumers to call with complaints or questions. Joe Shoen explained saying, “People can't get this organization to behave, I can.” That number is 602-390-6525.

Wichita Kansas

Do Not Rely On A U-Haul Reservation
By -

CHANTILLY, VIRGINIA -- In preparation for taking my son down to college, first year off campus, my wife and I went to our local U-Haul dealer on 9 August 2008. We reserved a 10' truck for pickup on 15 August 2008 for a one way trip to Blacksburg VA. We were told that we would be called the evening before to tell us the local dealer we could where we would pick up the truck.

As promised, we were called on 14 August and told that we could pick up our reserved truck at the Chantilly, VA location after 4:00 PM on 15 August, but that the truck would be a 14' because no 10' trucks were available. We agreed to accept a 14' even though that would mean higher fuel costs.

On 15 August we were called by U-Haul less than 2 hours before our pickup time and told we would have to go to Winchester, VA to pick up the truck. Winchester is approximately 50 miles away - almost a quarter of the way to Blacksburg.

The allowed mileage on the truck would have been enough to cover our originally planned trip, but not to cover the addition of the mileage to pick up the truck. Also we would have had to pay for additional fuel for the truck, plus a 100 miles of fuel for the car to go pick up truck.

The local U-Haul refused to pick up the truck in Winchester, and the Winchester store refused to bring it to Chantilly. The local dealer told us we would have to call U-Haul reservations to resolve this issue. We called the number provided 3 separate times, waiting with a phone ringing up to 25 minutes. We finally decided to find another source for the truck. Because of the short (no) notice, the only thing we could find was going to be approximately $800.00, over 2.5 times the price we had planned. We were forced to change our plans and reschedule our trip until mid-week. We now have another reservation with another rental company.

We had made our plans around the original schedule. Because we had to change our schedule, we also missed our granddaughter's birthday party, had to reschedule the install of cable and internet in Blacksburg, had to reschedule the unload help we had arranged in Blacksburg, both my wife and I had to reschedule dentist appointments, we had to reschedule time off from work, we had to reschedule our dog/house sitter.

After, we had rearranged our plans, more than 3 hours after this mess started we were called by U-Haul saying they had a truck in Arlington. Much closer, but we had already made a new reservation, and had rescheduled everything except the dentists' appointment. Obviously, having a reservation means nothing at U-Haul and I think all potential customers need to know that.

I have also entered this same info in the U-Haul customer service site. I did get an email back asking me to contact them at a given number, despite trying three times I have not been able to get through to the person who sent the email..

Also the email contained the following veiled threat: "You are hereby on notice that this e-mail message is confidential and proprietary. This e-mail message is specifically intended for use by the recipient for which it is addressed. As the designated recipient or unintended recipient, you are hereby PROHIBITED from any DISCUSSION, DISSEMINATION, DISPLAY, DISCLOSURE, REPRODUCTION OR COPYING of this e-mail message. Any third party disclosure is strictly prohibited. If you have received this e-mail message in error, please delete."

5-7 Miles to the Gallon*
By -

N. MIAMI BEACH, FLORIDA -- Be aware trucks only get 5-7 miles to the gallon as quoted to me by the executive office when I questioned how I could have used $35 for 63 miles. I rented a 14' (only one available to move an upright piano and 2 small end table) at the N. Miami Beach depot. Did 63 miles (question that to). Gas gauge never worked properly and was checked out at 1/4 of a tank until we started to move then dropped to empty. Drove a couple of blocks to a gas station and threw in $10 just to see how much it would register, never moved off the 1/4 on idle. Gauge remained at 1/4 or was always a hair over on each fill up and while driving went to empty and at idle a hair under.

Threw in another $10 after driving aprrox. 30 miles for the return trip approx. 33 miles according to the odometer, again the needle registered a hair over the 1/4. Upon returning the truck I explained to the check in person there was something wrong with the gas gauge only to fall on deaf ears. The gauge resisted a hair and I mean a hair under the 1/4 making it $20 a total of 63 miles (which I also questioned) as their estimate for mileage was 50 miles from point A to point B and we drove a very direct route that I drive the exact route frequently and never was 60+ miles.

The check-in person make it at 3/16 of a tank and they said I would have to pay $30+ their cost of gas if I didn't add the 1/16 to make it 1/4 of a tank. So now I drive it next door to the gas station and throw in another $5, needle never moves, throw in another $10. Now it registers at a hair over 1/4 and they sign me out at 5/16 of a tank. Making it a total of $35 to do the 63 miles.

Customer service are robots and are not interested in anything you say. I paid the bill and called the main office to complain the next day. Customer service person wasn't interested in anything I had to say, cut me off and said they had my complain already on file and someone would call me in 48 hours to resolve the discrepancy.

Ha! 5 days later no one ever called! I call again giving the complaint # it was given and CS just wanted my information all over again, then said, "Well if no one ever called you an you need to speak to corporate." Gives me another # to call. I call and of course not the right department gives me another # to call and again not the right dept but transfers me to who knows were.

Finally I get someone who says they handle the complaints and she tells me there was nothing wrong with the gas gauge that 5.48 miles to the gallon is right, their trucks only get 5-7 miles to the gallon. Renters Beware! Their rates may be cheap by the day but it will cost you a lot more in mileage and gas.

Incompetent customer service
By -

SPRINGDALE, ARKANSAS -- On move-in day, the U-Haul facility's AC was not working so I had to move my stuff into a very hot and humid warehouse that had no air-circulation whatsoever. I had the storage unit for approximately three months and the price increased twice.

I placed two phone calls to find out the total price and date due for each of the additional months - call 1: I was given a price that was higher than the one shown on the current price chart and the explanation for the discrepancy was suspicious; call 2: I was given completely false information which resulted in me under-paying my bill and incurring a late fee. I was notified by mail that I had under-paid my August bill and still owed $5.48. When I went to pay this amount, **, the manager, said I instead owed $43.75. I paid this with the caveat that I would dispute it later as I needed to get into my storage unit immediately.

** later discovered her mistake and tried to cover it up by telling me I had paid up through September (even though this did not add up because she was still short the $5.48). She arbitrarily refused to refund the money owed to me until I vacated the storage unit. I ended the contract immediately and due to her shenanigans, ** mistakenly refunded me $43.75 instead of the $38.27 I was owed.

As you can see, my problem was not so much with the facilities, or equipment at U-Haul, it was with a particular employee. How can I do business with a moving/storage company if I have to worry about having my possessions impounded or sold at auction due to bad accounting or dishonest/unethical employees?

Very Helpful and Kind to Us
StarStarStarStarStarBy -
Rating: 5/51

ALBANY, NEW YORK -- Ernie in the Albany Store was very helpful and kind to us. We had a wait of no longer than 45 minutes to have a hitch put on.

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1.8 out of 5, based on 24 ratings and
83 reviews & complaints.
Contact Information:
2727 North Central Ave.
Phoenix, AZ 85004
800-789-3638 (ph)
602-263-6984 (fax)
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