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."
JOPLIN, MISSOURI -- Worst business experience ever! Wouldn't let me have my U-boxes for over a week because they were "too busy". When I finally was able to able to pick up my box, it had been opened, and many things were missing. Legal action pending.
I experienced two thefts. Told I would be ok after the first but before I could retrieve my remaining property I was robbed again! Lost nearly everything including all my clothes, stereo equipment, art books, and music, as well my photos and art work. I HATE these guys and would NOT recommend U-Haul to my worst enemy! DO NOT TRUST U-Haul!!!
CORNWALL, ONTARIO, CANADA -- This was a while ago, so I find it really funny now. My lovely wife went online to rent a truck from U-haul in The Cornwall, Ontario region, and we had arranged a Truck for moving day. When we arrived, the truck was not there and the fellow said that he did not receive the notice. All trucks were gone, and none would arrive until 3 days later. We provided the confirmation and he informed us that meant nothing, because he was not hooked up to the system. We were fortunate enough to find one elsewhere, and everything was hurried, but got the job done.
Here is the fun part. On our credit card was a charge of $19.95 from the on-line service. When my wife called to have them reverse it, they said that it was not possible as they had provided us with the reservation. We said that the reservation was not received, please reverse the charge. They said that the owner probably received the reservation but forgot about it, and that we should get the money from him. We said that we had moved over 3 hours away, that it would cost us long distance, and that it wasn't our fault that they had screwed up, please reverse the charge.
They said that we could submit a claim for the charge by filling out a form, get it back to them and they would get back to us. We said, "Sounds like too much work, and we would call the Credit card company and reverse the charges ourselves". They said that if we did that, that they would recharge our credit card, with an admin fee. We said, "We would have that reversed again". They said that they then would take us to court and have us pay lawyer's fees and court costs. We said that we would counter sue for damages, failure to provide a service that was paid for, duress, and whatever other avenues we could think of.
They said that our call was being taped and thay had proof that we were being difficult, and would use it as evidence. We said, "By all means please do, since it would probably be the funniest conversation a judge has ever heard." They said that we were being rude and a judge would not find it funny at all. We said that a judge would probably compliment us on having the patience to deal with a person who had the ethics of a conman. They told me (quote), "Go F yourself." We said, "how do you think the judge would interpret that in court." They hung up.
We called the credit card company (MC-who were awesome) explained the situation. They said that U-Haul did this all the time, that they would reverse the charge right away, and put a note on our file saying that no charge would be allowed from that address.
To this day, every time I see a U-haul I laugh.
COEUR D ALENE, IDAHO -- So I got a U-haul. The first month is free and my payment was due on June 30th. Well I decided to make my payment for the $79.99 storage unit 3 days early. Somehow it went to $84.98 is what they said. Okay no big deal, tax right? So everything went good with the payment until my bank account balance automatically text me anytime anything is spent on my account. It said the charges were for $97 and 69 cents.
So naturally I call the local store. They said a supervisor would call me back. Well, I got no call back. Then I call corporate and was told they are working on it and would call me back, still no resolution for days later. I have called the store, spoken to many customer service representatives, and even corporate. I have been hung up on and they have sworn they only took that much money yet my statement says otherwise.
Trying to get this matter resolved is near impossible so I will be taking them to court for false advertisement because the advertisement was get a storage unit. Want first month free $79.99 a month, not 97 dollars in 69 cents a month. I have talked to an attorney and what they did is considered false advertisement and theft. I am in the middle of filing Better Business Bureau dispute. And before I got the storage unit, I rented one of their trucks and they told me the gas tank was full, it was not. I had to fill up the gas tank from half way and yet they would not result that matter with me also.
When I first got the storage unit they did not explain to me anything. "Where was that?" I had to ask other people where to go. This whole uHaul experiences been very stressful, very time consuming, and now has over ** my account costing me way more money than it should have. The resolution I am seeking in this is training for customer service representatives, new management at court Elaine, and all my money back for the uHaul truck for storage for my time, and a free month of storage. Because a true customer service department would have helped me get through this and the store would not keep ignoring me.
I have tried to go into the store and was told somebody is in my account working on this and yet nobody is. Because when I call corporate, they said they do not have any information on this and I will get a phone call within 24 hours. It has now been 5 days. This is not OK. They think that people have all this money when we don't. I live on a limited budget income for me, my wife, and my 5 kids. As is, we are already homeless living out of a hotel.
TEXAS -- Several months ago, I was planning a cross-country move and checked into UHaul's U-Box Pods system. I spent an entire day on the phone with them, because I kept getting "transferred" and cut off. I spoke with seven different people, and got seven different quotes for the exact same scenario. They refused to send me a quote in writing (ie. an email) until I'd paid them an amount ranging from $240 to $650, depending on who I was talking with. I asked to speak with a manager, and kept being transferred randomly to various non-managers. Not that it mattered, because when I did get someone who said he was a manager, he was as clueless as the rest of them.
I had such bad vibes about the company that I changed my entire plans for the move and did NOT use UHaul. Now my son has made a cross-country move, and he did use UHaul's U-Box pods. He's been in his new location for a month, and hasn't gotten anything except a runaround from UHaul. They didn't show up to pick up the boxes the day they said they would. They sent him an email stating they were going to charge him for storage, even though he doesn't want anything stored. They were supposed to have delivered the boxes within two weeks. It's a month - no boxes, and no one seems able to tell him where they are or when they'll be delivered.
He's been reduced to threatening them with legal action if they don't deliver. Carry your worldly goods on your back if you have to, but avoid UHaul like the plague. I've never dealt with a more inept, unprofessional, poorly run company in my life, and that includes spending endless hours on hold with AT&T's laughably named customer service. I did get to hear at great length about one UHaul rep's daughter, who's a long haul trucker, so if that's what you want from a moving company, then maybe they're right for you. Anyone who actually wants to move their possessions would be well advised to look elsewhere.
PHEONIX, ARIZONA -- I worked in a regional office for UHaul. What I heard and saw UHaul management do to customers went from helpful, to uncaring, to down right detestable. Obviously I've distanced myself from them. So, in helping consumers rectify bad customer service at UHaul, I will provide suggestions;
When reserving equipment, call BUDGET and PENSKE first, then call UHAUL and request they match their rate. Regional traffic offices at UHaul have the authorization to match or beat rates. Just be sure you have the exact amount because UHaul does ghost the other companies and does inquiries of their own while you are talking to them. If you have an issue, on the exit door to every corporate UHaul center, there is the regional cell number of the Marketing Company President. Basically they are the president of that region and they will often try to resolve your issues.
If talking to the MCP doesn't help, here are a couple of names and numbers at the corporate office that do have the power to change things (and if not change things, at least you can put a bug under someone's butt); UHaul Corporate switch board; 800-528-0463, VP Field Operations (#2 man at Corporate): CEO: Joe Shoen. Just ask the switchboard operator for the offices of these people and they will pass you through. Believe me, they hate getting calls into Corporate and heads will roll.
I reserved the 17 foot truck and vehicle trailer for the 27th day of June 2010 and I was told at that time my pick up location would be West Edmonton, which I requested being that is the area that I lived in and much more convenient in every way. When I received the call on the 26th they had told me that my truck was available at west location and I could pick it up after nine am the next morning.
Upon arriving at the west location, it was really quite busy in the office which is understandable, but I waited in a line-up for over 45 minutes only to be told that the reservation was NOT there and that I would have to go to the North side to pick up truck. I will have you know that I had to drive another 45 minutes out of my way to be able to pick up, and drive back that amount of time. This was a very big inconvenience to me as of the traffic in Edmonton for one and the COST of Fuel, and extra kilometres that I had to put on the truck which would not be called for if the truck was in location that they told me it would have been.
As well, the reservation agent did not explain anything to me about having to pay for the truck in FULL before it left Edmonton. The only thing that was explained was that I needed 150.00 dollar deposit on said truck which I had with me. So that was the other things I had to deal with in order to pick up truck which I believe should be explained to everyone in full detail upon reserving. My biggest complaint is about the inconvenience and extra cost because of location pick up. Thank you.
MANHATTAN, NEW YORK -- Booked a van for early afternoon on Friday at about 12:30 pm for a van to be picked up at 2 pm. Needed a van to pick up goods in storage that is costing me $30 per day. All good so far. Took car service ($14) to get there and arrived at 2 pm. When I got there, I was told computer was down an hour ago and don't know when it will get back up. They can't process any reservations without computers. No one even called me to tell me about the problem until I got there. Seemed to be a lack of communication.
Waited at the service desk for 1.5 hrs until I missed my cargo pickup time altogether. Had to cancel my reservation and rebook for Monday. What has their unreliability in service cost me for this? Transport to and from U-Haul $16. Extra 3 day storage cost $90. Total $106 + few hours of wasted time. If you have an important delivery or pickup to make, don't count on them and prepare your own backup plans.
They really should have some sort of backup system, maybe even an old fashioned system using plain old paperwork and phone, and having the people at call center for this location to confirm all the information. They already have dedicated people at call center take reservations just for the Manhattan location so I don't understand why they can't use these same people to complete the rental paperwork.
Was told the problem was LOCAL cabling to computer. They have so many trucks and vans on site and they couldn't even invest in doubling up the cabling to reroute the network in case it fails. Cabling is so cheap these days and they can't even perform some simple fail-safe system. Really short sighted and poor planning - I'm sure their systems will fail some other time soon since they don't have proper back-up plans in place. That I believe is something they can guarantee.
Updated: Make sure you demand $50 cash guarantee on the spot if they fail to fulfill your reservation w/ your vehicle of choice and your location and time. I didn't do it at the site and made a phone call next day. They wouldn't give me $50 cash and instead gave me a $50 coupon to use on next rental. If enough people would do this, maybe U-Haul would get their act together.