CAMP VERDE, ARIZONA -- On Mar 18, 2010 my mother and I rented a U-Haul from Verde Valley U-Haul located at 27 West Gen Crook Trail Camp Verde, AZ 86322. We rented a 17 ft truck and returned it the same afternoon. When we returned the truck your worker told us we drove the truck for 47 miles and was going to charge us for that mileage. We then told him that has to be a mistake. He looked at the paperwork again and then changed it to 36 miles which was also incorrect as the storage we drove the truck to is less than 5 miles away from your store while only making one trip. (Her house is less than 5 miles from the store as well).
Your worker insisted the computer never lies and that's too bad as this is what the odometer read. We tried to explain to him the route we took and that there is a mistake somewhere. He put his feet on the table and reminded us the computer never lies and to pay the money. He then said he has been doing this for 13 years and refused to listen to us. I then asked him if he has been ripping people off for the 13 years. He then stood up and briskly walked over to me in a very confrontational/threatening manner and told me to 'get out'. He slammed the door at my face as I was walking out almost hitting me. Lucky for me I moved out of the way.
Actually lucky for him and U-Haul as I have no issues filing assault charges against him and your company. Not to mention fraud charges. I felt he was trying to injure me. If he did manage to do what he wanted to do, the force would have bruised my face and probably broke the skin on my face as well. I was this close on calling the police for the overcharge and assault. I should have. I went to the car and waited. 10 minutes later my mother and your worker come out to tell me he made a mistake in the math and did overcharge us.
Apparently the owner wrote down the wrong number from the odometer when we picked up the truck in the morning and did finally correct his mistake. Come to find out we did only drive 17 miles which is far from the initial 47 then 36 miles he was overcharging us for. Let's just make up numbers shall we?!? Is this what it takes to make sure your company is honest?
My name is Maria Palmisano and I am with U-Haul International. I am posting this response to offer you and your mother my personal apology for the rude treatment you experienced at our U-Haul location in Camp Verde, AZ. Please be advised this U-Haul dealer is an independent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. I was advised that our Area Field Manager (AFM) in charge of our Camp Verde dealer did address the situation you relayed thoroughly with our dealer to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul and to see that our standards are understood and observed. I understand our AFM also contacted you and offered his personal apology and wanted to send you $50.00 in VIP Certificates to help offset your inconvenience. We are continually attempting to improve our products and services and view your feedback as beneficial. Our customers are very important to us and I hope you will allow U-Haul to redeem itself in the future. If you have other concerns, I can be reached at firstname.lastname@example.org. It is only through communication with our customers that we realize which programs are working and which areas need attention. I hope you will accept my sincere apology.
FAYETTEVILLE, NC, NORTH CAROLINA -- My fiance received last minute orders to deploy to Afghanistan and had to pack and store his things quickly. We chose U-Haul storage on a Saturday and stored everything except a washer and dryer. That Monday his captain helped him move his washer and dryer--they had been training all day and came in about five minutes before closing. The manager refused to give him access because she said it was too close to closing time. He told her they were leaving the next day but she still refused and told him he didn't have 24 hour access on his account (which we knew nothing about) and that he needed to read his contract.
The captain who was with my fiance tried to reason with her but she still refused. It would have taken them all of seven minutes or so to put the washer and dryer in with the rest of his things and she wasted all that time telling him no! Luckily my mother let him take the washer and dryer to her garage for the night--but they had to leave early the next morning so it's still sitting in her garage!
I called and spoke to the Assistant Manager and she was very defensive and would not let me get a word in. I told her that her customer service was not up to par and that I had yet to hear an apology from her. She told me to get a life and hung up on me!! I called the 1-800 number and spoke to a nice representative who did not interrupt me. He apologized and said he was a Vietnam Vet and appreciated my Fiance's service to our country. He assured me someone would be contacting me in the future. I will update as soon as I have more info. Thanks.
OCEAN PARK, WASHINGTON -- When my 70 yr old mother stated to me that upon renting a 26' long U-Haul truck to move approx. 85 miles she asked the lady that serviced her if U-Haul had any guys that could load her belongings for her. The women told her no but she could call her son and a friend of his but their starting rate would be $200.00 for the first hour and then $40.00 per guy per hour. When they were finished, the son called U-Haul to have his mother pick them up. The lady pulled in to where the U-Haul was. Her son said something to his mother and when my daughter walked by her and her son my daughter heard her state,"is that the **".
My daughter approached my mother noticing a distress look on her face. After she informed my mother of the foul language from the U-Haul service lady. My mother went to her to find out the amount owing for loading the U-Haul. When my mom informed me they charged her $600.00 cash only was the most appalling charge I have ever heard of or about from U-Haul. With experience myself with U-Haul and needing helpers to load a truck for me U-Haul explained to me they do not have anybody there at their office but would get on the internet and contact e-movers.
My experience 2 guys loaded the same size truck within 6 hours and I was only charged $385.00. I called this U-Haul location and spoke to the women and couldn't really get a word in edge wise, for she was screaming at me then hung up. I called back and a man answered, I informed him maybe we were disconnected somehow. WOW no we weren't and he was yelling, that I couldn't understand all he was saying. I asked for his boss and was told she was the boss. I stated I knew there was someone over their heads for me to talk to and was told there was not.
I informed him I would be contacting the Attorney General's Office and also the Better Business Bureau. He hung up on me as well. My opinion it took those two men over 6 hours to load. Myself (135 pounds) and one other guy had that U-Haul unloaded in three and a half hours.
My name is Maria Palmisano and I am with U-Haul International. I first would like to offer you my apology for the rude treatment you received at our U-Haul Dealer. Please be advised the U-Haul Dealer in question is an independent business and not U-Haul owned. This means they rent U-Haul trucks and trailers as an additional service to the public, however, their main business is their mini-storage. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen they are free to accept or reject our suggestions in accordance with their own independent judgment. Please be assured the information you provided will be forwarded to our Regional Office for further follow up to ensure our standards are understood and observed. We appreciate the information you provided as it is only through communication with our customers that we learn whether or not our programs are successful.
MADISON, WISCONSIN -- We had an extremely poor experience with U-Haul Storage. We began renting storage space in June 2009. Paid monthly rent promptly, each month. Beginning in August we began receiving late notices via email and regular mail. Called to inquire, as U-Haul had cashed our checks. They said they didn't have record of payment. I sent in copies of cancelled checks. They then said matter was taken care of. We began receiving phone calls requesting payment, more letters, emails, and my sister began receiving letters.
We paid Sept rent in-person, received receipt, were told we were OK and did not owe any more money. Then began receiving late notices and pre-lien notices for Sept rent as well. More phone calls, letters, emails to us and to my sister. Embarrassing, annoying. I called U-Haul several times, was put on hold for 20-plus minutes, no one ever came back on the line. Would receive calls from employee, I disputed charges, saying we had paid rent, he suggested we talk to manager, was put on hold for again 20-plus minutes, no one answered line. Called other times, was told someone would call me back, no one did.
We finally went in yesterday to remove our belongings and take them elsewhere, and discovered we were LOCKED OUT (the dreaded "red lock). Spoke to manager who said he couldn't do anything on his end, it was some computer glitch (this has now happened 2xs, we have receipts and copies of all canceled checks!). I came prepared with copies of everything (which I had previously sent to them). Manager let us in, we took stuff out.
This is a very disappointing and frustrating experience. We have used U-Haul in the past for moving (truck rentals) and have never had a problem. I would not recommend U-Haul Storage to any of my friends or family, as U-Haul seems to be very disorganized when receiving payments. U-Haul did not credit payments to our account but cashed the checks anyway. Completely unacceptable.
SPRINGDALE, ARKANSAS -- I have not used U-Haul since this incident and never will again. I reserved a truck for my moving day and when I got there to pick it up everything seemed to go OK. The guy behind the counter asked me for an "estimated return time" and I said that I would hope to be done my 5:00 pm of the same day. I left with the truck that I ordered and proceeded to start my move. Things got behind schedule and I hadn't finished by 5:00.
Around 6:00 I got a call from the man I spoke to at the pick-up location. He said that I was an hour late with the truck and that it had been rented to someone else. I attempted to explain that he had asked me for an "estimated" time I would return the truck and I saw no time obligations in my contract. At this point he began to get hostile. He said that I did not have it back by the time that I had stated, and that I would now "be charged an additional $400 per hour for every hour" I keep the truck! I was in shock! (This was not in my contract either.)
I asked to speak with his supervisor and he handed the phone to a female worker. I attempted to explain to her that the man I was speaking with was yelling at me and that I was not happy with their service. She cut me off and informed me that I must have been mistaken and that she had trained him herself. At this point I felt more like I was being handled by some hostile collection agency than by a rental car company. I then said that I was not going to pay the $400 "late fee" as this was not specified in my contract to which she replied that she might be willing to "waive that fee" if I were to return the truck promptly.
When I said that I would return it as soon as I could. She seemed very frustrated with me and I could hear her talking to someone while trying to muffle the phone in order to cover up the several profanities she used when referring to me. I returned the truck around 7:00 pm. When I got there they were very abrupt with me and there was no mention of the supposed $800 I owed them in "late fees." Then they tried to charge me for extra gas when I returned the truck with a full tank. This whole experience was absolutely childish!
PHOENIX, ARIZONA -- U-haul is one of the worst companies around in this day in age. You are a company full of fall promises and dutiful lies. People that aren't familiar with any of your locale store policy's answer your 1.800 number. Its like there are two different company's. If you talk to corporate and the locale stores they don't communicate to were there even on the same page. If you ask any of the employees that are truthful they will tell you to never turn to the corporate office to always deal with the locale stores; to not even bother going online or calling the 1.800. number, because they don't know what there doing.
The corporate office doesn't even know nor do they seem to care that their employees don't agree with 75% of what the corporate office is doing or saying. I think it is a time when the CEO's and "big wigs" should go down to the trenches and see what there doing to the customer service representative that have to put up with customers that the 1.800. shovel off on to them.
I have been in line with people that apparently could not take the lies and deceit and watched as these poor CSR have to put up with apologizing for the corporate office. I have many a time called the 1.800. reservation line to ask a few questions and make reservations and told one thing only to be told by the store that they do it different.
I do use you haul but I only call the locale stores to make sure that I'm actually talking to someone that can look out a window and see a truck sitting in the lot. It makes me question if any of the children or old grouches that answer the reservation line have any idea what a you haul truck looks like or if they've ever had to rent one. Just because I am a loyal customer does not mean that I will not go elsewhere to avoid using your despicable company.
INDIO, CALIFORNIA -- Over the past three weeks, we purchased over $500.00 worth of moving and packing supplies at the Indio California store. We "Took Plenty" as you had advertised on your boxes and throughout the store because you have 100% Buy Back...Today, when I went to return several unused boxes, I was told because I had no receipt for many of the boxes, they would not be able to take them back. I had at the time, three receipts totaling over $370.00 from that store, however I did not have the receipt for 3 medium boxes, and 13 small boxes. I paid with a credit card, and had purchased them in the last two weeks, but was denied a refund.
I find it abhorring at the time of a move, you cannot recognize your own merchandise - and uphold your "guarantee" with both plastered all over the boxes, and your stores. The only mention of a receipt being needed, is on the fine print of your "Packing Planner Checklist". You, well-known as a moving company, this is the most stressful time, and the fact I even had a receipt let alone three was a fluke. I find NOTHING on my receipts that says in order to get a refund I need to keep it. I find nothing on your boxes that says that as well.
The man at the counter would not look up our credit card receipts for me, and told me when I arrived at my new home, I could find the receipt and return the boxes. I am moving from La Quinta California to Cedar Rapids Iowa. Am I supposed to ship the boxes there to get a refund??? We will never use any product from U-Haul again, and believe me, I will tell everyone I know how good your word is.
WASHINGTON -- On the evening of January 2nd I called U-Haul "Customer Service" (I use the term loosely) to report a U-Haul vehicle traveling on the freeway in rush hour with NO operational tail lights, brake lights or clearance lights in the rear - and the combination of heavy rain and darkness made this vehicle all but invisible. The headlights were on, as were the forward and cab lights - so that lighting circuit was energized; however from the back the truck was all but invisible.
Armed with a license plate number and description, I was ready to tell the operator in "customer service" (if one could call it that) about the problem so it could be noted and remedied when the truck returned to the rental center. This is not rocket science people. Here is the license number, here is the cross-reference to the truck, here is the truck location.
This person - clearly from a call center in India based on the thick accent - stated that THERE WAS NOTHING SHE COULD DO ABOUT THE ISSUE. Nor did she even care. Do you mean to tell me that the call center workers cannot take a set of simple information pertaining to a major safety issue so it could be addressed when the truck is returned??? Is public safety not a concern for U-Haul?
Since U-Haul apparently does not care about their equipment running in 'stealth mode', it's apparently a waste of time in trying to ask the company to address and fix the issue. No, in the future I will just call the State Patrol. I am sure the Commercial Vehicle Division would be more than happy to take the information and (one can hope??) enforce the issue with a hefty fine. U-Haul - business as usual, eh? Purely pathetic!
U-Haul does not make much money from a $19.95 rental. You may more rental a car. U-Haul provides a service and the dealer makes about 15% for each rental. The average commission is $10.00. They make money when you rent one-way truck causing hundreds of dollars. People forget that U-haul is providing a service when you are doing in town rental. They make more money selling you boxes or renting you blankets or dolly.
So when you go to rent a truck at your local U-Haul place, smile and appreciate you have a place to rent a truck for $19.95 for a short in town move. They are making very little money from you. There is no competition because the price is too low for others to start a similar business. You go to U-Haul because they are convenient, cheap and you need it. Don't expect them to treat you like a king for the $10.00 profit and a lot of paperwork to fill.
FRESNO, CALIFORNIA -- My son and I needed a full sized car carrier to pick up a vehicle a short distance out of Fresno. A week before it was needed, I made a reservation directly with the North Blackstone shop in Fresno for pick up at the opening of business on the next Saturday morning. The Wednesday before, I stopped by the store with my truck to have their service man check out the compatibility of the wiring hook-up with what was on my vehicle. Again, I confirmed the rental date and time.
When we arrived at the store a few minutes before opening the carrier was not in the front where it had been a few days before. Once at the counter, we were told that the carrier had been rented out to someone else the day before but that it would be back by 2:00 P.M. and we could stop by then and pick it up. The only offer U-Haul made was a 10% discount on our next rental. Needless to say, that has never been "cashed in". I don't rent from them any more. In the meantime, we were left to scramble for another carrier and found one at an independent equipment dealer across town. U-Haul offered no help, no explanation and no apologies.