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!
STERLING, VIRGINIA -- U-Haul forged signature and came in as a third party merchant disguised with another name "Reston car rental" to charge my account illegally while dispute claim was active and being investigated by my credit card company. To not raise red flag, U-HAUL decided to steal money out of my account by using another business name!! The credit card company closed my dispute claims immediately and opened a fraud claim against U-Haul, credited me with all charges from U-Haul and Its other "names" affiliates. U-Haul provided a forged receipt to justify the fraudulent charges.
They were caught lying about charges, pick up time/drop off time as well as fuel being low, mileage out/in, and type of reservation we had. Basically U-Haul charged me over $300.00 for $19.95 rental in the same city just because the gas station attendant did not know anything about U-Haul rentals and had no training on locating reservations and asses fees. She took 2 hours to return the truck after truck was actually dropped off.
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!!!
SPRINGVILLE, NEW YORK -- I will NEVER use UHAUL EVER again!! I made a confirmed reservation for a haul from Thursday till Sunday Local to pick up/drop off IN TOWN. Only to find out I had to drive over 40 miles ONE WAY to pick up this Uhaul and could not even have it for my entire rental! Only Thursday. I made several attempts to reach supervisor ** which informed me even after my credit card was needed (to make and reserve my Uhaul), my reservation was merely an effort to better assist and accommodate her every effort to place me in a Uhaul for my desired time...
In a nut shell, I would rather pay double for a moving company rather than have horrible customer service and be lied to about what I am or are not getting from this company. I will be posting this on EVERY WEBsite available along with word of mouth to any and all. YOUR COMPANY IS UNRELIABLE AND HORRIBLE!!!
WEST BABYLON, COLORADO -- My entire experience from start to "finish" - not finished yet – has been abysmal and infuriating! I would strongly advise friends, family, new acquaintances and even perfect strangers to AVOID U-boxes at all costs. I should have trusted reviews I read online stating that although U-box is half the cost of other pod services, you certainly get what you pay for.
I was forced to do most of the legwork to get my RESERVED U-box delivered to the Long Island site (I reserved it >2 months in advance with “one left on site” – you'd think that would mean they had one left). Apparently, the entire region of Long Island, NY was depleted of ALL U-boxes, with no shipment delivered. After a total of 16 hours of circling around U-Haul's phone system (with seemingly endless on-hold periods followed by getting disconnected – only to repeat this over and over, and over…) I spoke with ** (the ONLY productive U-Haul employee) and a shipment was delivered.
It's been downhill since – with numerous unreturned phone calls, cancelled and wrong reservations, 12-days until my U-Boxes were actually shipped out, changing stories with each phone conversation, no furniture pads in the U-boxes, and so on.
RALEIGH, NORTH CAROLINA -- I went to 4 different uHaul outlets today trying to rent a tow dolly. Each of them had dollies, in fact one of them had 3. No one would rent one claiming they were all reserved. I asked each store to look on their screen for a location and no one was willing to find one. I called their reservation line and was on hold for 18 minutes. Finally spoke with a woman who would not even tell me where one was unless I gave them all kinds of information.
After 12 more minutes of answering question, she still would not even look to see if and where one was available. I called the local Raleigh manager to voice my complaint. This was like talking to a rock. A dead rock. This company has NO customer service at all. Arrogant, hateful bunch of SOBs. Take your business elsewhere.
MIAMI AND CHICAGO, FLORIDA -- We used 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.
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...
BRISTOL, CONNECTICUT -- I'm sure I don't have to go in too much detail. From reading most of the reviews already posted, mine is similar too. It's a total rip off. How do you advertise a low price for the trucks and then the next thing you know you're paying almost 300.00 dollars for a truck that was 29.95 to rent to begin with.
That's OK Uhaul...be like the rest of the businesses out there....rip off America and laugh now. The next thing you know, no one will be using your garbage service and you will also be subject to closing down and boarding up the windows.
OCEANSIDE, CALIFORNIA -- When my husband and I moved from Phoenix to California we decided to drive the truck ourselves and use Uhaul's emove service to help with the load unload of our stuff. When we got our truck in Phoenix the truck had over 300K miles on it, and the A/C didn't work. We complained as it was May and crossing the desert in anything without a/c would have been a death sentence. But we decided to drive at night and deal with it. Our movers doing the load called to cancel and reschedule for early a.m. the next day. I told them to arrive as early as possible as we wanted to get across the desert before the heat hit. As it would turn out they got there at 8a.m. and finished at noon, wonderful time to head across the desert! But we decided to just deal with it, got a ton of bottled water and Gatorade and headed out. That was when we discovered the radio was broken and that the engine made the cab even hotter. We had to stop every 30 minutes literally because our butts were getting hot and we felt like we were going to faint. A drive that would normally take 6 hours took 10 hours! The next day the movers showed up bright and early at our new home and unloaded us in two hours, they were wonderful.
After that experience since the movers were so great and we were only doing an intown move we decided to try UHaul again. No one ever called to confirm the reservation and I had to call the night before the move. They called the morning of the move and told us that our truck was available but that we had to get there before 4:30 because at 4:30 they stopped helping customers (what a wonderful attitude). We got there at 2:00 got the truck and they could hardly start it. They told us it was because it had been sitting all day and that it wasn't "warmed" up. I asked for another truck but they told me that there was none other in the area (we reserved a 26' truck). Also the truck was full of trash left over from the people who had used it last and one of the panels on the inside was hanging down into the interior of the truck and the guy at the Uhaul used pliers to rip it off. This showed me the wonderful care they took of their vehicles. So we get the truck and later that day the movers show up to do our load. The movers were inexperienced and slow, too slow, it took them 5 hours to load the truck and they didn't even get 1/2 of our stuff in it, and we came out in the same size truck a few months ago! When we went to start it, it was dead, no starting, nothing. We called Uhaul and they sent out AAA mechanic. He tried to jump it, but it wasn't the battery, it was the starter. So, he called Uhaul and they said we would have to wait until the next day to get another truck. We had already spent $50 per hour on the load with the movers and now we couldn't move the truck! Thankfully my husband had the bright idea to push start the truck. Pushing a 26' loaded diesel was not my idea of fun, but it worked. So we get it started and over to the new house. Our movers proceeded to scratch every wall and piece of furniture that we own. I think they were pissed because of the crappy truck we got and the fact that they were now 3 hours late for their next move. We called Uhaul again and told them that we got it moved but it had to be push started. They told us to push start it again and bring it to a service center that was close to our new house. We did this and the manager at that location knocked 50% off of our bill. Three days later I am still getting calls from the original location wanting to know where their truck is. I have spoken with 2 individuals now at the original rental location to inform them of the trucks issues. They keep calling me and I don't know why they can't communicate with each other. And to top it all off we left our garage remote in the truck. I called the UHaul where we took the truck to see if they could find it. They said they had it and they would hold it for us. I went by yesterday to pick it up and the girls behind the counter were shouting at each other. I thought they were going to brawl right there in front of me and the other customers in line! It was unbelievable!
I read some of the other responses on here by peple who work for Uhaul. My advice to you is to get a clue. If customers wanted to have to read a manual on how to deal with your company you should preface that before we get stuck dealing with your crappy people and crappy trucks. I work in customer service and would never think of raising my voice at someone let alone one of my co-workers. If your company cared at all about their customers you would be available 24 hours per day (people move after 5p.m.!) and you should put more money into your vehicles and maintenance. And if you really cared at all you would survey your customers like any major organization and find out what areas you need to change in order to serve your customers better. Individual locations should be required to have all of their vehicles maintenanced and you as the parent corporation should inspect these on a regular basis. You should also be surveying the customers that deal with the employees of these satellite stores to see what our perception is. Someday the work will get out there that the big wigs don't care and the $$ will start to go away and to rental companies like Penske and Hertz that are organized and forward thinking. All I see is a big corporation hogging money from their customers and employees (most are hardly trained and have never been to a customer retention seminar in their lives) because it is glaring obvious that they have not invested in anything besides their corporate office and their website. DO NOT USE UHAUL!!