AUBURN, ALABAMA -- Reserved a truck to move to Tennessee! Had reservation for weeks, was called the day before and told I would not have the size truck I ordered but would be given a larger truck, but would only have it 2 days instead of the 3 I booked! Then they called back and said, I would not have a truck at all! This is not the first time this has happened! 4 times I have either not had a truck or had to drive 50 miles to another town to get it! Penske is much better company, I will never deal with U-Haul again!!
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!
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!!!
SPRINGVILLE, NEW YORK -- I will NEVER use UHAUL EVER again!! I made a confirmed reservation for a haul from Thursday till Sunday Local to pick up/drop off IN TOWN. Only to find out I had to drive over 40 miles ONE WAY to pick up this Uhaul and could not even have it for my entire rental! Only Thursday. I made several attempts to reach supervisor ** which informed me even after my credit card was needed (to make and reserve my Uhaul), my reservation was merely an effort to better assist and accommodate her every effort to place me in a Uhaul for my desired time...
In a nut shell, I would rather pay double for a moving company rather than have horrible customer service and be lied to about what I am or are not getting from this company. I will be posting this on EVERY WEBsite available along with word of mouth to any and all. YOUR COMPANY IS UNRELIABLE AND HORRIBLE!!!
WEST BABYLON, COLORADO -- My entire experience from start to "finish" - not finished yet – has been abysmal and infuriating! I would strongly advise friends, family, new acquaintances and even perfect strangers to AVOID U-boxes at all costs. I should have trusted reviews I read online stating that although U-box is half the cost of other pod services, you certainly get what you pay for.
I was forced to do most of the legwork to get my RESERVED U-box delivered to the Long Island site (I reserved it >2 months in advance with “one left on site” – you'd think that would mean they had one left). Apparently, the entire region of Long Island, NY was depleted of ALL U-boxes, with no shipment delivered. After a total of 16 hours of circling around U-Haul's phone system (with seemingly endless on-hold periods followed by getting disconnected – only to repeat this over and over, and over…) I spoke with ** (the ONLY productive U-Haul employee) and a shipment was delivered.
It's been downhill since – with numerous unreturned phone calls, cancelled and wrong reservations, 12-days until my U-Boxes were actually shipped out, changing stories with each phone conversation, no furniture pads in the U-boxes, and so on.
RALEIGH, NORTH CAROLINA -- I went to 4 different U-Haul outlets today trying to rent a tow dolly. Each of them had dollies, in fact one of them had 3. No one would rent one claiming they were all reserved. I asked each store to look on their screen for a location and no one was willing to find one. I called their reservation line and was on hold for 18 minutes. Finally spoke with a woman who would not even tell me where one was unless I gave them all kinds of information.
After 12 more minutes of answering question, she still would not even look to see if and where one was available. I called the local Raleigh manager to voice my complaint. This was like talking to a rock. A dead rock. This company has NO customer service at all. Arrogant, hateful bunch of SOBs. Take your business elsewhere.
MIAMI AND CHICAGO, FLORIDA -- We used U-Haul's U-Box system to move from Florida to Chicago. From start to finish it was a disaster. First, the boxes were not available the morning of our move, even though we reserved and confirmed weeks ahead of time. So our movers had to go way out of their way to get the boxes and had to rent two trailers to get them to us because U-Haul didn't have those either. Next, the billing in our credit card did not match the contract price and no one could explain why.
Then, we were told our boxes had shipped and would arrive a certain day at our new apartment. Two days before our move in, U-Haul told us no, in fact our boxes would not arrive for another week. Then, the next day, someone else called to say that, actually, the boxes had arrived in Chicago and were available for our move in but that they did not have movers for us as we had been guaranteed previously.
Finally, once we arranged our own movers and went to pick up the boxes ourselves, we waited over 1.5 hours at the U-Haul store for them to actually load them onto a trailer for us. Again, no one had any explanations. U-Haul failed us from start to finish. In the end we got our stuff the day we needed it, so in that sense the move was a success. It just wasn't smooth or organized.
ILLINOIS -- I have previously used PODS when moving cross-country. They give you a quote for the month storage and the cost of shipping from origin to final location. Done and completed in one phone call. No additional charges unless another month of storage is needed. When I recently moved to Illinois from South Carolina, PODS did not service the area and I had to go with U-Box. Terrible.
. My original reservation/account was lost and they had to re-create my reservation. The "second" reservation was $300+ than the original. I was told the boxes would arrive to the holding location in Illinois within 9-days. It took 12 days. It took me calling and trying to speak with locations in SC and IL to find out where my boxes were before they were even shipped. Multiple requests (about 3-4/day for 2 days) to call me back were placed with call center before I was able to talk with someone about where my boxes were.
When I finally set my delivery date and time, I was told it would cost an additional $450+ to have them delivered. Why was I quoted from the location I packed the boxes to my address in Illinois (which I had to repeat every time I was fortunate enough to speak with someone) if they were going to charge me even more? I have the contact information to a regional manager in SC who I have left messages with to be contacted multiple times, and still haven't heard from him. This is the WORST customer service I have ever dealt with. I have flown United Airlines through Chicago multiple times and dealt with their customer service...
EDMONTON -- Complaint about a Canadian U-Haul at Edmonton (9521-51st avenue, Edmonton, AB T6E4W8 Canada). Complete dissatisfaction with the unprofessional services and disrespect demonstrated by several staff members. The experience has left us with the impression that U-Haul's advertising is completely false and we will not be recommending your business to anyone in the near future.
We booked a 26` truck at U-Haul online more than 3 weeks in advance for our planned household move. We were supposed to have it at 9 am. My husband arrived at the pick up location on time but was told to wait. The staff members did not have the courtesy to give a word of explanation as to the status of the rental despite my husband having asked several times.
He was finally told at 10:15 am that there was no truck available and that he could register on a waiting list in case a vehicle suddenly became available. My husband was very dissatisfied as he had waited for so long for nothing, and also considering that he had asked for a day off at work and that several people were also waiting at home to help us move. This created a huge loss of time for several people.
My husband decided that U-Haul had wasted enough of our time and decided to leave and asked for a refund as per the slogan you so proudly display on your website as $50 back if we cant provide you with the vehicle you booked. Not only did the staff member tell him it was not possible to give him this refund because he had changed his reservation (and please note SHE had changed the reservation by putting him on a waiting list) but in addition, if he left, he would be charged for not picking up the vehicle without a 24 h notice.
This was completely inappropriate as you not only failed to meet your commitments in the first place, you then expect your customers to pay for multiple mistakes due to mismanagement and poor organization. My husband, who does not speak fluent English, as we arrived from France last year, asked for better explanations. Other customers present had supported him, saying it was ridiculous to take so many online reservations without checking the availability. He was then referred to your on-site manager. She was obviously not happy to deal with the situation.
Several times while my husband was trying to find his words in English, the on-site manager interrupted him and prevented him from speaking by talking louder and louder without listening to him. My husband finally lost his temper and demanded that she let him speak.
Suddenly, she portrayed herself as a victim, claiming she would not tolerate his attitude and that she was calling the police. For what? For having not been able to do her job respectfully and properly? For having taken advantage of someone who could not communicate as easily as she could? For choosing to ignore a problem she was supposed to deal with as a manager and for which U-Haul is completely responsible for? This is a much more serious problem than mere incompetence or unprofessional customer service.
Her attitude, mixing bad faith and dishonesty, is an intolerable lack of respect for my husband, as a customer first, but as a person above all, that should not be tolerated from anyone.
It is a shame for a company such as yours, internationally recognized, claiming to be the largest moving operator, to offer such poor quality service (incompetent and disrespectful) as your agents and manager displayed. After reviewing the many bad customer reviews on your website, it can be clearly seen that I am not inventing or dramatizing the situation. There are many similar disrespectful situations presented there. For the reasons discussed above, I have sent this letter to you and I intend to forward this complaint to anyone dedicated to these kinds of issues.
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.