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75 Reviews & Complaints
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Why Is Customer Service So Bad
Posted by CaseBBB on 02/09/2009
CRYSTAL, MINNESOTA -- I rented a truck on Saturday 02/07/09, contract #05493626. When I picked up the truck and before the paperwork was signed, everyone was courteous, but after the signature all "heck" broke loose.

Upon my return of the truck I was spoken to like I did not have any sense. This is the statement the person stated, " where is your receipt?.... I need your receipt to ensure you place gas back in the truck. I said I placed it in there, just go and check. He said how do I know you did not put E85 in the truck, and I said I put 87 grade gas in there. He said you don't understand me(speaking slowly), E> 85, Its gas made from corn.

I repeated my statement again and he started to shake his head. The rudeness went on for a few more minutes.

The following is my complaint:
Rudeness and unprofessional and lying. ( I was told 29 dollars and 69 cents a mile; I got there, and did not take notice until my return, a price of 29 dollars and 99 cents a mile.)I was told this on Wednesday of the same week.

Taking notice from your website and the people that I work with that you are not taking these complaints seriously. So if I do not receive a reply. I will be forced to escalate this to The BBB and up the chain until I get some resolve. My friends and relatives told me of their ordeal but, I did not believe them until I experienced it first hand. You have my email address and my contract number with my telephone numbers.

I was treated with disrespect under poor economic conditions. What would I been treated like under good conditions?
     
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Posted by dan gordon on 2009-02-09:
would they treat good under 'good economic conditions?'
Posted by Aerocave on 2009-02-09:
Why does everyone have to bring up the "economic conditions" with everything...what does that have to do with anything?
Posted by jktshff1 on 2009-02-09:
Yep, just blame it on the economy.
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Local U-Haul Sending Me 30 Miles Away
Posted by Lynakri on 03/22/2014
ABILENE, KANSAS -- I needed a truck to move some of my things that won't fit into my car. My bed, dressers, etc. So, I went to the local U-Haul rental store here in town. I made my reservation nearly one month in advance. When I was called by U-Haul about my reservation I was told that I would have to pick up and drop off the truck in a town nearly 30 miles away. I don't understand why I would have had to do that. There are trucks sitting unused outside the rental store here in town all the time. I guess I wasn't putting enough mileage on the truck to make it worth their while. That would have been an extra $60,00 on my bill, plus gas for the truck, plus gas for my car. I cancelled the reservation. U-Haul apparently didn't want my business.
     
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Posted by Peter on 2014-03-24:
Thanks for the information. I am planning on renting a truck in near future so I'll make sure where it will be when I need it. I will rent during the week when use of trucks is less than on weekends.
Posted by rush2112 on 2014-03-25:
u-haul is a rip off go rent from Penske if theres one in your area. Better rates
Posted by Paul on 2014-03-25:
Yes, this is a problem today that I don't believe existed decades ago when I rented trucks - they always had them. Today, it seems that to be profitable, companies have policies like this - that you may have to drive up to 60 miles. Ryder has a different, but also annoying policy (which I can't remember right now) - perhaps they don't guarantee you will get a truck at all.

Things sure have changed. I just checked Ryder, and a box truck requires insurance at a whopping $45/day the rental cost of the truck $0.45 a mile. A total of $175 mileage Ouch!!! In the old days mileage was unlimited and extra insurance was not required.

I hope I don't need a rental anytime soon. I would also object to paying UHaul 30x2x$.45 = $27 gas time to drive an extra 60 miles.
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Part Not Ordered Online?
Posted by Mythreecents9068 on 01/30/2014
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!
     
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Better Than Expected!
Posted by Dawny116 on 12/15/2013
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 there 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 so 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!!!!!
     
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Horrible Experiences
Posted by Luvenparadise on 09/23/2013
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 you haul and could not even have it for my entire rental! only Thursday. I made several attempts to reach supervisor Tressa 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 WEB site available along with word of moth to any and all.

YOUR COMPANY IS UNRELIABLE AND HORRIBLE!!!!
     
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Posted by trmn8r on 2013-09-25:
What you report is the new normal in rental trucks. Competitors have similarly unfriendly policies. Complaints like yours have been popping up the last few years. I'm sorry it caught you by surprise - maybe if enough people complain rental companies will change policy - I am afraid that won't happen, but it is worth a try. It really is a ridiculous situation.
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Constant Uphill Battle for U-Boxes
Posted by Lbartnerdvm on 07/25/2013
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 Gary (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.
     
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Horrible Service
Posted by Coolraleighguy on 07/20/2013
RALEIGH, NORTH CAROLINA -- I went to 4 different you 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.
     
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Posted by jonthethird on 2013-07-21:
It appears they were all reserved by others: would you have them give you one and leave someone who did have advanced reservations do without?
Posted by Paaduun on 2013-07-23:
the U-haul system is large, confusing and dysfunctional. They appear to contract with small independently owned companies and then make the small guys deal with all their corporate policies of B.S. Eventually this business will go under and other more customer friendly businesses will thrive. I will NEVER give u-haul another dollar.
Posted by Paaduun on 2013-07-23:
dealing with the uhaul customer service system is a real chore. And the end result is not customer service, just an expensive time-suck. I will not be giving Uhaul any business in the future. They have become big, lazy and not customer friendly.
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Uhaul Failed From Start To Finish
Posted by Junilla on 07/12/2013
MIAMI AND CHICAGO, FLORIDA -- We used Uhauls UBox 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 Uhaul 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, Uhaul 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 Uhaul store for them to actually load them onto a trailer for us. Again, no one had any explanations.

Uhaul 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.
     
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Different Quotes, POOR Customer Service, No Contact
Posted by Julie2932 on 07/10/2013
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...
     
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Very Professional
Posted by Daveapowers on 07/05/2013
We had great service and saved a lot of Money by towing our car home our self.
     
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