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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.

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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.

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Poor Management At U-haul In Wichita Kansas
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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.

Mike
Wichita Kansas

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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."

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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 2) gas gage never worked properly and was checked out at 1/4 of a tank until we started to move than 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. Gage 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 gage only to fall on deaf ears. The gage 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 millage 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, than 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 gage that 5.48 miles to the gallon is right, their trucks only get 5-7 miles to the gallon. Renters Beware! there rates May be cheap by the day but it will cost you a lot more in millage and gas.

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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?

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U-Haul - Be forewarned-Don't use them!!!!
By -

Let me first start off by saying that U-Haul has definitely made my cross-country move more stressful than it already was.
I can not change what happened, but hopefully someone reading this will be warned to USE ANOTHER SELF-MOVING COMPANY!!!!
So, here's what I went through....
I rented a U-haul and Auto-transport to move from CA to PA. While making the reservation (2 weeks in advance) I had asked the clerk if someone would be there that could help me load my vehicle onto the Auto-transport or if someone could check it once it was loaded. He brushed me off and said that it was easy and to read the pamphlet. He then managed to convince me to buy the additional coverage, just in case something would happen. That should have been my first clue that this was going to be a nightmare! So, I leave there less $2600.
Fast forward 2 weeks...I pick up the truck and auto-transport. I decided to rent a dolly and when I open the back of the truck, there is furniture still in the back from the previous renters. Obviously this truck was NEVER checked before the clerk let it leave. We clean it out and drive it back and park it at my home. I load up almost half of my things and then I try to start up the truck to move it AND the stupid thing wouldn't start. So, I jumped it and it seemed to be fine...for the time being.
Finally, the truck is loaded and my neighbor helps me load my SUV onto the transport. He gets the front straps secured but the strap on the left side is shorter than the right. Although a little uneasy about this, I start my LONG drive. All is OK until I get to Barstow (middle of the desert) and the left strap of the transport comes loose. My vehicle is OK but I am not going to drive cross-country with a partially secured X-terra. I call the #800 that U-haul provides and get put on hold for 45 minutes. I then call the place where I rented it from and tell them what happened. They tell me to take it to the nearest U-haul place and see if they have another Auto-transport to "swap out". So, I drive around Barstow and find the U-haul place. I can see the 5 other Auto-transports that he has, but he tells me that he can't switch them. He also tells me that the tires on my X-terra are too big and the place should have never rented me the transport. I try to explain that the tires on the X-terra are not oversized, they are the standard size and that my friend rented the same thing to tow his Suburban. He said that all the transports are the same and I would have to BUY more things to secure my vehicle. I had no other option than to pay the extra $42 for chains and a lock. By this time I did manage to get through to the customer service operator and told her what happened. She basically said it was BS.
So, I again start making my way through the desert, praying nothing else goes wrong.
I get to Las Vegas, 12 hours after I left LA (for all of you who don't know, that drive can usually be made in 4.5 hours) and the U-haul's "Service Engine Soon" light comes on. At this point I give up for the day and just hope things will get better.
The next morning, truck starts fine and again I am on my way. Everything seems fine until it gets dark and the headlights barely work. Then it starts raining, and the windshield wipers are old and don't work either.
Finally I get to PA and finally get to return this truck. Thank God I got here in one piece.
I go to the U-haul website and place a complaint about what had happened. Almost 48 hours later I receive a call from the clerk at the place I rented the truck from. I would have thought he would want to make the situation better and he made it worse. He started the conversation rudely saying that if I didn't like the fact that I had to help clean out the back of the truck, then I shouldn't have helped. And he also said that it is in my "contract" that if the restraints on the transport don't fit, then it's my responsibility to provide the proper restraints. I informed him that it wasn't that both of the restraints didn't fit, it was only one. His response was that all the restraints are not the same size....well that sounds like a scam to get more money.
I was so mad at this guy's behavior that I again called the customer service number and the operator took my name and number and said that she would have the district rep. call me within 48 hours....Needless to say, I am still waiting.

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U-Haul can suck my left one!!!
By -

Okay, so we had to make a move from Flagstaff, Arizona to Knoxville, Tennessee and I knew I should have listened to my gut instinct and gone with the Budget truck, but instead I chose U-Haul. Big mistake. Huge. First, we were told they would call us within 24 hours of our pick-up time. That didn't happen, so we had to call them. Then, we get to the rental place where we pick up a 17' truck and a tow dolly. We wait around 15 minutes before someone actually comes out to hook up the dolly and then they have me guide my husband into the hook-up.

Then another employee comes over and yells at me for not waiting for help, where I motion to the guy supposedly "helping" us, then both employees proceed to laugh. Then, they strap down our car onto the dolly and after our concerns and questions of "how did you do that" and "what do we do if they come loose," the employees reply, "those straps will hold the whole trip." I'm sure you can guess that they did not. We drove about ten hours with our 4Runner bouncing all over the place on that dolly (and on the expressway) because we actually believed the employees know more than we did. Big mistake. Huge.

So, I decide to call the 800-uhaul number and ask what we're to do. Here is where the real trouble starts. I get an operator who immediately places me on hold while I wait for 10 minutes while she does who knows what. When she gets back on the line, she asks me the problem and before I can even get out two sentences, she cuts me off and tells me she'll transfer me to someone who can help me.

This is where I wait 20 minutes before someone by the name of ** gets on the line and ends up insulting me. I try to begin to tell her the problem and she yells, "MAM, LISTEN TO ME AND TELL ME WHERE YOU WANT TO BE CONNECTED!" I'm a little shocked because she's yelling and because I (foolishly) assumed when the last woman said she'd put me onto someone who could help, someone who could help would answer. Wrong.

I again try to explain to this woman my situation when she tells me I'm STUPID (yep, that's right, she called me stupid) for not listening to her, she only wants to hear where I want to be connected to. After I fight with her to get her name (once again, ** - stay away from this horrid woman), I then try to ask her where she works (as in which department) and she replies, "U-Haul, Duh!" And then she hung up on me! Big mistake. Huge.

So, I call back... again. And get placed on hold... again. When I finally get someone who says they can help me, they ask me if the tow dolly straps are broken or damaged. I tell him, I don't know, they're just not strapped to my car and I need to know how to reattach them or where to take it to get this done. Once again he says (and this time more forcefully and bored sounding), "Mam, are the tow straps broken are damaged? We can't help you unless they are broken or damaged. Otherwise, they are your responsibility." By this time I am fully agitated and I respond, "Sure. Both. Tell me what I need to tell so that you will help me. Better yet, get me your supervisor."

When the supervisor gets on the phone, I try to reiterate my frustration and my situation when the supervisor tells me, "Mam, I don't need to know this, I only need to know about the straps." I try to tell him that this is the full situation and it is no longer just about the straps. He cuts me off repeatedly and starts yelling, "I DON'T NEED TO KNOW THIS. I DON'T CARE." By this time I am disgusted and in tears and my husband takes the phone.

Apparently, he tells my husband (while on the phone in an entirely different city, mind you) that our tires are oversized (which they are not) and the problem with the straps is our own fault and if we want U-Haul's help, it is going to cost us. My husband finally is able to explain to the guy that our tires are not oversized and even if they were, we should have been told this originally and explained to how the straps work! (To borrow from that horrid employee, ** ... DUH!)

We eventually get the straps back on (and on... and on... and on again after they fall off at least a half dozen more times on the way to Knoxville) and are told that we can file a complaint at the office where we return the truck and get "compensation" there. Yeah, right. Big mistake. Huge.

When we get to Knoxville, we decide to return the tow dolly immediately but keep the truck for the extra few days we have it played for. Once we get into the store and tell them the situation and that we'd like to file a complaint, one employee tells us we can't because it's not U-Haul's fault because our tires are oversized. Once again, my husband and I try to tell them the tires are NOT oversized and ask them to please measure them. Suddenly, the manager comes out and tells us that won't be necessary, that our tires are not oversized, but we still can't file a complaint with them because it's not technically that stores fault. Instead, he gives me a number.

Well, after we're all moved in and settled, and before I make the call, we return the truck where we're told that we have had the truck for an extra four days past what our contract said and past what we paid for. Luckily, we had our contract, which stated U-Haul was in the wrong (too bad I didn't have tapes of that horrid employee ** calling me stupid!).

Finally, I muster the strength to call the number and file my complaint. And of course, I'm put on hold. When I get an operator, she tells me I'm complaining to the wrong people. Before she hangs up on me, she gives me the Knoxville area district manager's 800 line. When I finally reach an operator on that line, I'm told I have the wrong number again and I'm given the Flagstaff area district manager's 800 line. When I reach an operator on that number, she tries to give me the Knoxville number again. I try to explain that too her and of course, I'm rudely told, "I gave you the number, mam," before I'm hung up on again. Big mistake. Huge.

I try the customer service number yet again and they try to give the same numbers, but I'm finally getting wise to their game. I decide to try a different tactic. I tell the woman I want to speak to her manager. She rudely tells me to hold. When she gets back on the line she tells me she needs to know what this is in regards to. I tell her it's a complaint. Of course, she tries to pawn the useless numbers off on me again. Forcefully I tell her, "No, I don't need those numbers, I need to speak with your manager." She puts me on hold again.

When she gets back on the line, she tells me the manager needs to know what the complaint is about. I tell her, "EVERYTHING! Now, could you please put your manager on the line?" Of course I'm put on hold again and this time before she hangs up on me, she tells me the manager refuses to speak to me!!! Big mistake. Huge.

I am furious (but not surprised) and I call back the customer service line again (what a joke!). This time I tell the operator she better put me on with someone who can take my complaint, the whole thing! Not just someone who will shuffle me around and give me more numbers! And, I'm practically hysterical and crying! While on hold, I collect myself before some woman answers and is finally able to hear my complaint! (Only an hour and a half later! I suppose that's much better than the two hours I spent on the phone the first time!)

Well, I'm rattling off my story, finally feeling vindication, when she stops me right around the time I'm telling her I was being shuffled around earlier that morning and says, "What exactly do you want out of this?" Of course I'm stunned. I respond, "Excuse me? What do I want? Well, I guess it would be too much to ask to speak to someone who is sympathetic and most certainly apologetic." I can barely spit the words out when she changes her tone and says, "Well, I'd first like to start off by apologizing to you for what happened..." Are you kidding me?!?! If you 'first wanted to start off by apologizing' you would have!!

You would have sounded shocked that this happened to me, not bored. And certainly not like this happens everyday (which sadly, it seems as though it does). Then, she tried to offer me $200 worth of U-Haul coupons. When I laughed, she said, "Is that not to your expectations?" "Well, no they are not... ESPECIALLY SINCE I'M NEVER... AND I MEAN NEVER... USING YOUR COMPANY AGAIN!!!"

She then tells me she'll send this complaint to some department and they will call me back at the number I've provided her. "Okay," I say, and just as I'm about to hang up, I yell, "Wait! I never gave you a number. You didn't even ask me what my name was!!!" Jesus Christ!! I tell you. U-Haul is a shady company. I'll give you a word of advice... USE BUDGET OR PENSKE!!!

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1.8 out of 5, based on 24 ratings and
85 reviews & complaints.
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U-Haul
2727 North Central Ave.
Phoenix, AZ 85004
800-789-3638 (ph)
602-263-6984 (fax)
www.uhaul.com
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