Preview Review

Next Review

U-Haul Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Horrific (Messed Up Contract and Tacking on Extra Money)
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HUDSON, FLORIDA -- Horrific! Agree! I had a good experience from Monterey CA to oceanside & back but from CA to Florida the vehicle broke down 3 times, extra hotels, food & time spent and my furniture (new, some got wet with a leak in the U-Haul) no compensation! From Florida supposed to have been Phoenix but they demanded a drop-off address so I had to give my old one and with witnesses I made it clear I had no home and Arizona (Phoenix) was where I was going.

On trip, got a call over 1000.00 tacked on if I drop it off there because of wrong drop off and money for the trailer, vehicle and insurance added. Bull! I made it clear phoenix and Monterey I had no home. Looking for a home in Phoenix and tons of money spent on hotels, food, gas & I have sle lupus & was so sick with stress. I get calls back for homes and no, I lost them because I was forced to drive sick back to Monterey after all the money and time I spent looking for a home. So I cried and cried and had two extensions should have only been tops 400 even though I was told 40 a day. They have these recordings. Listen to them.

I am homeless in Monterey, money gone and I had to wait 7 extra days because the manager in Florida was supposed to call me and the only one who could fix it. It was a Friday and no calls all weekend with me constantly calling. Then this happen again. I have witnesses. I got so sick with my lupus. I was scared enough not knowing where I was going to get a home in Phoenix then after talking to 9-14 U-Haul people I could take no more. The manager in Florida said "you made the reservation over the phone so we need their recording." I said "no I did not. Me and a man came in directly and made the reservation."

She admits to remembering me saying I had no home so Phoenix would be where I would most likely look and she said just call in and give the drop off so no extra charges. Really, they were taking on money anywhere they could and stalling. She the manager in Florida said this "I called my supervisors and can get nowhere and I can only say drop it off."

I refuse to pay the extra after the 1829.00 I paid up front. No way. They owe me for time, lost homes, my health, a vehicle we found out after tons of cars beeping at me because the lights stopped working. We look and the wires are broke but I was told to hurry up and drop it off so I kept going. So to Florida and back has been a nightmare and I am in a abusive situation because U-Haul workers could not do their job and customer service would not right things. I will not pay more. I have witnesses, receipts and my Dr to take to court if they wish. I am so aggravated, depressed and scared. I am stuck in this place sick. Great job U-Haul for messing my life up now.

Replies
Horrific
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HAZELWOOD, ARKANSAS -- Unfortunately, I have no photos or images concerning my contract but my experience is unbelievable. On May 30th 2014, I was on a website concerning getting prices for a one way move from Hazelwood Missouri to Little Rock Arkansas.. As a customer, I have experience conducting business with UHaul in Little Rock always with satisfactory results, until this last horrible experience. I have rented a van just local in Little Rock Arkansas with satisfactory results.

On August of 2013, I Have rented a 14 foot truck with a tow dolly one way move to Hazelwood from Little Rock wasn't nearly as expensive as I had to spend getting back. I am very much aware of cost of living. It's more about tactics and deliberate attempts meant to discourage and manipulate. Now back to May 30th 2014. I realize the demand was higher than supply so prices for a 14 foot truck with a tow dolly was well over 750 dollars plus taxes so the 30th of May was Friday. On Saturday as I talked to a customer service representative, the prices were basically still same because there was still a high demand.

I finalized my reservations with customer service representative on May 1st, early Sunday morning a set price of $523 plus tax which included a tow dolly and 14 foot rental truck. Later on that Sunday morning, I went to the closest UHaul facility which happen to be in Hazelwood Missouri. I wanted to make sure the price that was finalized over phone matched what the UHaul Hazelwood location had at that particular time it was. But then supposedly there was no tow dolly in supply so I had no other choice but to accept a car transport which is more expensive and supports a vehicle without any tires rolling.

As you travel, the tow dolly on the other hand travels with rental truck but with rear tires in motion and is less expensive compared to auto transport so the employee by the name of ** says, "Since no tow dolly was available I will have to accept the optional which was the car transport but I would be priced the same as if I had tow dolly 59.00 plus tax. That was reasonable it seems, but not when it comes to gas mileage and the weight of the thing, not to mention that 14 foot truck gives you 10 miles per gallon which has a 40 gallon tank .

Now **, the employee, tells me that it should be rental truck available last 2 hours of the business day this particular Sunday. So mind you, UHaul Hazelwood closes at 5 p.m I get a phone call right at 5 from ** the employee who states to me that truck will be available Monday at 7 a.m but he would not be in at this time but his general manager by the name of ** who will be present when I come pick up truck.

The price was still set at 513.00 plus taxes which includes 14 foot truck plus the car transport. I appear at the Hazelwood location and I am talking to general manager. I talk to ** the general manager about me picking up truck that was scheduled. He told me I will have to wait until p.m. because they have to go pick up the truck but asked me if I wanted to go pick it up even though I am the customer.

This was before for whatever reason they have me picking up truck for Tuesday. I told him no, I was supposed to pick up the truck Monday and pick up the car transport Tuesday. Talk about frustration and mental anguish and I am not being irrational or raising my voice so, we managed to come to a solution that I will come back and come get truck by 2 p.m.

I got there and now ** the employee, is present. We went over what was gone over numerous times. A 14 foot rental truck with car transport. Now my total at this point was 503.00. So, I presented my bank card and I have only 305.00 on my card but I have the rest needed to complete transaction with cash. At this point it makes things difficult. Easy, quickest, less expensive solution is to go to bank and deposit what is needed to finally complete transaction. So, I went back and paid the transaction, got the truck, went home and I decided to go back to UHaul to purchase 2 large UHaul boxes.

As soon as I appeared in store, ** the employee, tells me that I didn't purchase the use of the car transport for Tuesday, this is still Monday. I told him "How can this be", that it wasn't paid and we have been planning everything since Sunday. He said there must be a glitch in computer. Its a glitch yes, its a glitch. The glitch came when I tried to complete the transaction my first attempt. When I did not have the 500 plus on card. When I left, something sinister has happened. So ** told me he can check my phone records and go through all my conversations with the customer representatives past 2 days to see if I am accurate. More mental anguish.

I called customer service and I talked to one that told me what I'm complaining about is in fact actual in my favor. However she is unable to do anything about this problem. So she connected me with the traffic or inquiry and she told me I have to take it up with the general manager because he seen me Sunday going over the final price. ** told me it takes 2 days to go over my phone conversations, unbelievable.

Onto Tuesday morning. I went to UHaul to pick up the car transport and the general manager is adamant that I still have to pay for the car transport. So, I have no other choice but to pay 503.00 plus an additional 69.00 now. Since I am paying cash, I have to pay 139.00 because I'm paying cash.

I got a phone call, ** the general manager, asked me if I have any money on my bank card. I said yes and he deducts a dollar off my debit card but I still paid 69.00 but not 139.00. This supposedly is a break but this is the deal breaker. My trip is set for 412 miles Hazelwood to Little Rock.

Every 30 miles, I'm stopping to keep truck full and now I'm 75 miles from Little Rock I have to use bathroom but I'm stressed because I'm going to go over my mileage rate. I called customer service and they direct me back to inquiry and its the lady I talked to the day before that tells me whatever problem I have from Monday, to take it up with general manager. I tell her my mileage dilemma and she claims she will give me additional miles but before I know exactly how many additional miles, we lose reception. Wow unbelievable!

Also, I forgot to add, the general manager gave me a completely different location to drop off the car transport completely out of the opposite direction where I am supposed to drop off the truck. I called him and he told me to disregard and take the car transport where I am dropping the truck off. I am getting headache all over again. I get to Little Rock and no problems. Gave me courtesy miles and reasonable time bring truck rental back. I gave no reason whatsoever to be treated as I was out of 800 plus dollars for a one way trip from Hazelwood Missouri to Little Rock Arkansas with mental anguish.

Replies
Horrible EXperience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PICKERING -- Hello, I have booked a 26 ft moving Truck by phone at Ajax Ontario Canada Uhaul Location. I am a long time customer and this is the location I always use for my rental truck needs. On my booking day morning. I received a phone call from UHAUL saying that my location is for pick up is changed to 1019 Toy Avenue Pickering Canada (Jill Janitorial) Uhaul location. I agreed and arrived there at 11:45 am on March 1, 2020. There was no one at this location even though the posted closing hour is 12:00pm for that day.

I called and called no one picked up. At the same time there was other people arrived and tried to reach them as well. I called the customer service. There was a long hold while I am holding on the line I have discovered that I could do on online check in. I have completed step by step all the required areas. The online checking system asked me to turn on my phone's location. I checked it was on. It was keep giving me the same error and not letting me go any further. While I was doing all these an operator finally answered from UHAUL.

I explained the situation. He asked me to to do same check in process on my phone. We did it together again. It was the same problem. The system did not find my location. By the way I have a computer science degree, I know when my phone's location is on and when it is not on. The gentleman on the phone has started to huff and puff very rudely and he said that he will transfer me to another person to find me another truck.

After a few minutes another person answered the phone and he had no clue why I was calling. I again explained what was wrong and he said that he was not the right person and he transferred me to some other person. A lady answered, I also had to explain her what was the problem again. She transferred me to another number. She has transferred me to a customer service all the way to the beginning once more. When I was holding again On the phone after 30 min someone hung up without answering the call.

I drove to Ajax Uhaul location in hopes to get some help there. Thankfully one person over there called somebody at UHAUL. They have got me the code to a lockbox at 1019 Toy Ave (Jill Janitorial). All these problems could have been solved very quickly with an email message about the code. Instead I had to spent over one hour on the phone extremely frustrated and only to find myself helpless in the middle of a very tight moving schedule.

Your customer service is horrible. I have never seen a horrible and rude customer service in my life. Please listen all my conversations with the customer service and I am sure some people would be fired immediately. Your online self checking finding location has some problems.

This Jill Janitorial Uhaul LOcation at 1019 Toy Ave should lose the UHaul contract. The other Uhaul location also said to me that these people at Jill Janitorial leaves whenever they want and they don't comply with the hours of operation at all. You should have seen how many other people came and left while I was there. Extremely irresponsible. Also the Truck was dirty inside. There was soil dust in the truck and it smelled like animal fertilizer. All that dust has rubbed all my furniture and beds.

I had 2 guys paying $30/hr and we have wasted over 1.5 hour trying to solve this problem while I am still paying for these guys. I also am charged $15 Safemove coverage even though I did not ask or agreed for it at all. When I wanted to send a review the system says that I have already made my review even though I did not. Please contact me with an update to all these problems. I will be sending this email to all levels of management until someone who cares have an answer. Regards. Engin **

Replies
Uhaul Calling My Contacts
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

I am writing to say Uhaul's policy for calling one of my contacts is wrong!!!! It's was embarrassing, time-consuming, and it sucked for me and everyone ahead of me while I was waiting for the representative to verify their contact. At first, I gave the representative my contacts numbers and he tried to call, but no one picked up. I wonder why. After the second no answer I said, "I don't think this is right, you guys have never done this before." "It's new, we won't release the truck unless we talk to someone."

After the second no answer, I called my mom first and thank god she picked up, and then even though she was on speaker, I had to hang up so the representative could put the number once again in their system then call mom. Moreover, the representative entered all of the names and numbers of my contacts we attempted to call in their computer system. Uhaul now has 3 more people who never agreed to give you their name and numbers.

I don't know why they want to call one of my contact. I don't think it's to verify who I am, because they have my drivers license, address, phone number, and credit card. It can't be for an emergency if there was an accident, and something happened the cops would call, not a 22 year old customer service representative from UHAUL notifying my family that I had been in an accident. WTF! I looked up their privacy policies.

Their corporate website says they share the information they collect with their business partners, that literally could be anyone. The people you supply gloves, or tape, their insurance company, literally anyone. I realized some of their stores are dealers or affiliates, not even a corporate store. How can they guarantee the affiliates, don't sell the information under the table. Did they call their contacts to verify them, I bet not... My family has been a customer with Uhaul for over 40 years. We have never used anyone else. We have rented countless trucks, trailers, storage units, bought all of our moving supplies for 6 of our moves, and referred many people as well.

Next time, which will be soon, I will attempt to do my business with the other guys Budget, Penske, Enterprise or Ryder, and when I need a storage facility, I will look somewhere else as well. My friends and family would vouch for me of course if called, but they don't need to, because I am a man of my word. If I say I agree to their terms and conditions then, that is all they should ask for. I am vehemently opposed to Uhaul calling my contacts as a condition to rent their equipment.

Replies
Advertisement
Don't Schedule Online!!!!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

BALTIMORE, MARYLAND -- I don't know about the rest of the reviews on here; I didn't have any issues at all with the U-Haul location staff or installation. My big issue came from the online system. You can 'book' an appointment at your local U-Haul through their on-line ordering system when you order all of the parts for your hitch.

However, this system is not connected with the stores schedule. You pick an appointment day, are scheduled for that day and a representative is supposed to call you and let you know what time to drop off your vehicle on that day. But, this is not the case. The location will call you back and they may not have availability for that day (or in my case for 2 weeks after I needed to move). I called the actual center or go in to schedule anything with them. The online system is a sham, the call center IS NOT helpful, and they charge your card immediately if you book online.

I will say, the U-Haul center on Pulaski Highway was incredibly helpful in trying to remedy the situation (they deserve a 4 star rating). The manager, Cheryl, was great and had great customer service skills, and was able to fit me despite their full schedule. She was so helpful I still booked my trailer rental through U-Haul and bought packing materials at her store.

Replies
Moving Tips U-Haul
By -

TEXAS -- This is for customers who want to make their moving less stressful as possible. When you move you need to realize that moving is listed as the 3rd most stressful thing that will take place in someone's life, family death being number 1 and divorce number 2 so be patient and willing to work through anything that occurs. Most people are off Saturday/Sunday so this is always the worst time to get a truck/trailer. Try to schedule your move between MON-THURSDAY, less people moving during the week also makes for prime picking of good, clean, new eq.

Always try to reserve your truck/trailer 7/14 days in advance regardless if the moving center has no idea if you they will have eq. At least when you reach a boiling point with them, they can't say that you were a last minute customer.

4 days before your scheduled to p/u your truck/trailer, call the rental center to confirm the status of the availability of inventory. Always try to talk to somebody with status such as an Asst.Mgr or actual store Mgr. These employees have more to deal with and want to get you in a truck/trailer first that way they don't have to be bothered with phone calls. This also can give you a little time to have an alternative solution in case your move falls through.

On the day before your move, be more persistent if no eq. is available find out if they can locate something in the area that you would be willing to drive and p/u. You can also get cheap eq this way if you have to drive 30 miles out of your way. Tell them you need to tow your car and give you a tow dolly or auto trailer for $1.00 or give you a better deal on the truck since its costing you time and money. Be polite but stern. If all your doing is cursing and yelling at the moving center, employees there more likely to feel more comfortable giving your money back and tell you to go down the street.

Stop by the moving center 1 or 2 days before your scheduled to p/u. Find out how many trucks/trailers that they are short on and where on the reservation list you stand. If your standing in the store, they have to face you in person and know your somebody to be reckoned with on moving day. This also is a good time to scope out extra items such as utility dollies/pads if there seems to be an abundance lying around ask the customer rep if you get delayed on picking the eq up can they throw in free dolly and pads for your delay. They almost always say yes.

Be smart, plan ahead and communicate with the moving center. This will almost always guarantee you a good move. After you finished your move even if it went bad, call the location you rented the eq from. Talk to a manager, tell them the situation and be courteous even if it was horrible. Being courteous will put them in an upbeat mood. They will go out of their way to help the next customer not have a situation like yours. Also ask them to reimburse some of your move or give you an in store certificate. Cursing and yelling will only result in more frustration on your part.

The employee couldn't care less because you are cross country now and on the other side of a phone line. All he has to do is hang up and never see you again. Ask the moving company for moving brochures they always have helpful tips on proper moving read these brochures they can lifesavers.

Replies
Fake Pricing
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SOUTHFIELD, MICHIGAN -- U-Haul does not own up to their mistakes. The CSR over the phone confirmed the wrong price for a trailer I rented and they want me to pay for the difference. The CSR confirmed a price of $189 when the real price was $489. I put in a complaint for the recording and it was confirmed that the CSR did confirm the wrong price. I am waiting on a resolution. It has been two weeks and still nothing from them.

I have had to call and be consistent and reopen my complaint since they keep closing it out without contacting me. What kind of business is that? I just might have to go elsewhere with my business, if this doesn't get handled properly. And I might have to put another review up informing people to not do business with them to avoid issues like this. Companies that take advantage of their customers are not companies you want to give your business to. They don't appreciate you. All I want is U-Haul to own up to their mistake and we can move forward. We shall see... I will be back with the results.

Replies
They tell you what you want to hear until it comes time to actually picking up the truck
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HADLEY, MASSACHUSETTS -- My unhappiness had nothing to do with the people working at the location. The reason I'm not happy is due to the lack of customer service and mis-information I received from your phone reservations and scheduling departments.

I originally book a 10 ft truck at your Hadley MA location and was told there was a slight possibility I would need to pick the truck up at NortHampton, MA.

First of all, UHaul should deliver the truck to the location I contacted and not make it my responsibility to travel to a different town, but because NortHampton was less than 5 miles away from Hadley I didn't complain.

I was later informed on the day before I was supposed to pick up the truck that I needed to travel to Chicopee MA which is over 20 miles away and over 30 minutes and that I needed to rent a 15 ft truck instead. This was completely unacceptable and I would have searched for a different company had I known earlier, but at this point I had no choice.

UHaul will no longer be my first choice when renting a truck.

Stay away from this company unless you like wasting your time!

Replies
Advertisement
Beware: Leaky U-Haul trucks
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

GEORGIA -- Rented a 26 foot U-Haul and auto transport to move household belongings from Georgia to Florida. It began raining during the first part of the trip. After the movers arrived to open the truck the next morning, they informed us that the truck had leaked rain water and our mattresses, several boxes and some other furniture was wet. The only thing that concerned us was that the mattresses had obviously become large sponges; the water lines were about 1-2 feet high, and it took a couple of days in the sun to feel dry to the touch.

We reported the faulty truck when we turned it in, and were told to file a claim because of the possibility of lingering and future mold/mildew problems. These are relatively new mattresses, now with yellow water staining and possible unseen mold growing inside.

After filing the claim and responding to a lengthy phone interview, Repwest informed me I was denied compensation because water damage is not UHaul's responsibility and there's a little sign somewhere in or on the truck stating this. Period. Users beware - that same truck is somewhere out there for the next unsuspecting customer.

Replies
Top of Page | Next Page >

U-Haul Rating:
Star Half star Empty star Empty star Empty star
1.7 out of 5, based on 28 ratings and
86 reviews & complaints.
Contact Information:
U-Haul
2727 North Central Ave.
Phoenix, AZ 85004
800-789-3638 (ph)
602-263-6984 (fax)
www.uhaul.com
Product/Services | Related Resources
Compare Car Rental Companies