NORTH FORT MEYERS, FLORIDA -- Due to hurricane Irma we were displaced for a few weeks before being allowed back to our flooded and wind storm tattered home. Staying with friends we decided to get a hitch installed on our van so when we returned we would have the ability to attach a trailer to it. During the installation the parts department broke our rear tail light and promised to fix it. Adding insult to injury it took 3 1/2 months during which I called the N. Ft. Meyers office numerous times to be told by Mr. ** (manager) they were taking care of it - promise!
Since I never got the follow-up, I called and filed a complaint With corporate. Three calls later and needing to speak to 4 different people - all who made ME feel like I was a nuisance (!) I finally got satisfaction. Why is it some companies make you jump through hoops and belittle you in order to get proper indemnification for an error one of their own made? We are very happy with our hitch but appalled by the way U-Haul decides to treat their clients who have legitimate complaints... It says a lot about their corporate culture in regards to clientele.
HENDERSON, NEVADA -- Sadly, we used U-Haul to move once before with their pods and everything went smoothly. I guess that's the difference between east coast and west coast. We called U-Haul on 3/6 to schedule 2 pods to be dropped off on 3/21 and picked up on 3/23. We were told it would have to go through a 3rd party trucking company and they would be 2 feet off the ground on a flat bed and we'd have to push stuff up a ramp. I paid a $195 deposit which was taken out of my checking account on 3/7. We were told to expect a phone call from the 3rd party trucking company which we never got.
On 3/10 we called U-Haul again to see if any more dates had opened up. There are cancellations all the time and we wanted to see what kind of other dates were available. So we spoke to a 2 reps because even that was too difficult. They just kept asking what day we wanted even though on the 6th we were told there were only 2 possible dates. We did not ask them to change anything, we repeatedly stated we just wanted information. Of course, they changed things anyway. They set up the drop off date for 3/18 with no scheduled pickup date at all.
Today we call U-Haul and Thomasina just tries to schedule a pick up like we didn't have a reservation at all. Transferred to Cecelia who said she was not trained on the pod boxes. Transferred to Linda who transferred us to Dominick, who was a customer service agent who tried to claim there are no managers on duty ever when he was unable to do anything but say "too bad, so sad". Transferred to Alicia at Scheduling who said we had to work it out with the 3rd party truckers. If I'm even keeping this straight, we've talked to like 10 different people.
Eventually we end up speaking to ** at the local U-Haul on 989 S. Boulder Highway in Henderson/Las Vegas, NV. ** said she had just seen the reservation for the first time on 3/14. We were told they could not honor the reservation date and the best they could do was (emphasis on the) MAYBE drop the pods off on the 21st and pick them up on the 24th.
So we ask for someone above her and eventually get **, the manager of that facility. Of course by now we're heated. We have to change all of our plans, change all of our hotel reservations and the 2 pet hotel reservations we had to make. Who knows what kind of fees I may have to pay for that. ** essentially tried to say it was our mistake that he only goes by his employees' notes.
I asked if all phone calls are recorded, he said "yes". So I said that he can listen to our calls and see that it was their mistake. He said no, he only goes by his employees' notes. He eventually explained that they have 1 truck for the entire Las Vegas area and it has its yearly scheduled maintenance on 3/23.
Ultimately, nothing was resolved because nothing changed. We still are now stuck leaving a day later and have to change all of our already booked travel arrangements because of U-Haul. He knocked $25 off the price and said he'd try to make us the first pick up on the 24th. Of course we're not satisfied but there's literally nothing we can do.
My wife continues to try to push up the corporate ladder to voice these concerns and how we've had our whole move set back because of U-Haul's failure. A Natalie was supposed to speak to the president or something. All she did was get annoyed and go speak to ** who said the issue was resolved. She never even tried to contact the specific person she said she would. She also got mad we voiced a complaint on their Facebook page.
Natalie calls my wife back and was probably surprised we still wanted to speak to the president. So we're supposed to get a call from him tomorrow. I don't think that's going to do anything but provide us with some empty apology. We still are also going to have to get them to change the quoted price because it's cheaper when you don't deal with a 3rd party trucking company which we no longer are. This last month's experience tells me that's not going to be an easy task to accomplish.
Every step of the way from the day we booked the pods to today has been nothing but mistakes by U-Haul regarding literally EVERYTHING. Despite all of this, they actually get annoyed when they're told what a horrible job they are doing, how everyone is screwing up, and how if this was me at my job, I'd be fired for this kind of performance. We never got any emails because they misspelled my wife's email address. We were also told when you have an issue, if they call you and you don't answer, they just mark the issue as resolved. Fantastic business practices for customer service. Nobody answered, everything must be cool then!
EDMONTON, AB -- We will never use either of these companies again! So despite the fact that PODS is part of Uhaul, you are only able to talk to specific representatives and the inter-company communication is horrible. Firstly, my husband and I moved from Ontario to Alberta and rented a Uhaul POD which was then supposed to arrive at a location in Edmonton.
Seven days after it was expected there (when we were going to pick it up) we call (which ended up being the call center since in-store did not answer their phones... ever!) and we find out that apparently our POD has not been checked in. After several phone calls and time spend on hold (about 6 hours of this) we were finally able to figure out that our POD was at a different location in Edmonton and the staff there did not check it in. We filed a complaint for this runaround only to find out the next day that the claim was "resolved" although we were never contacted.
On top of that once we arrived to pick up the POD and transfer everything into a trailer (since the POD could not be dropped off at our location in Grande Prairie - another 5 hours North) and noticed a few items were broken. We notified the guy who was working and he told us "there is nothing I can do for you. You have to call the 1-800 #"... here we go again! We had actually purchased insurance which was said to cover damages to our belongings so we filed a complaint (AGAIN!). And what happens? We get a call saying that our belongings being damaged was actually not covered by the insurance because it has "very specific criteria" and only covers fire of the POD or theft.
We even have pictures of the POD how the latch and locks did not attach properly and the door was not secured properly - but this of course, is not relevant. We were never treated fairly and for the precautions we took and the amount of money we spent to move our stuff across the country we certainly are not satisfied. With such a big move it was stressful enough and using Uhaul and PODS just made it a horrible experience. Please take this complaint to heart - do not suffer what we had too!
GOLDEN RING, MARYLAND -- I made a reservation, gave my cc number, got a reservation number. I called back to find out the actual physical address of the location to pick up the trailer I got bounced around telling me this is corporate and local & traffic department, etc etc etc. Finally, one customer representative told me that I'm not really sure why you have a reservation for this trailer because this trailer is not there till tomorrow. She advised me to get it for the next day.
I then took it upon my self to drive to the location to find out the exact reason why the representative reserved the trailer for me when it was not available. They told me that that person named ** was not at that location, but was logged in the system to be there, and sometimes people work from home. Since I was already there and drove a rather long distance, I took a different type of trailer. As I was in the location, I saw a sign on the wall behind the front counter, stating that UHaul has a $50 reservation guarantee. of course when I asked about it, the manager was not there and basically sorry nothing we can do.
Also, when upon returning the trailer, the man in the lot was very rude and made me park the trailer in a very tight spot where I was very uncomfortable doing this. I asked him can I pull to the section of the lot that was open or park it two spots over where there was more room. He just kept waving his arm "come on back, come on back, not even paying attention to other cars and trucks driving my me as well as another staff member who was speeding and whipping a large truck around my vehicle while trying to park and kept getting flagged to "come on back" what LOUSY service. I do not recommend at all.
LITTLETON, COLORADO -- We reserved a trailer (via phone)from U-Haul 2 weeks ago. We gave the agent, on the phone, all information about the size of our car and what we were hauling. We were assured that we could load and haul using a 6x12 (totally wrong!!). Planned, packed and moved around possessions with the dimensions of the rented trailer and understanding of what we could haul.
Went to the center to pick it up on So. Federal in Denver and they helped hook up wiring so they definitely saw the car we were driving. Came home and completely loaded it up. Started on drive and car could just barely get up to speed of 40 miles per hour on city street. A friend also noticed that the light signals were no longer working.
Drove back home. Called U-Haul and explained the issues. They said we had options to take it back to a center much closer to our so metro home location or get it fixed. For a drive of 1,000 miles, we wanted to exchange to another trailer. We called the center they recommended (but they don't have a computer system hooked to know what is available at each center..this is the 21st century.. they are a nationwide company--??) and they said bring it over and they would exchange it. Got there..wanted to try to fix the lights instead of exchanging.
Since the lights were working, not working, working again we declined to use the "fixed" trailer but then they refused to exchange it since they said that they didn't have one available (why didn't they say that on the phone when we called and told them the problem?) We called from that center and found one up North on Colfax to exchange. Got there and they confirmed our car was too small and we should have Never been rented a large trailer. So now we have to cut our haul of our possessions in half for the trip... what a waste. Will NOT do business with them again since they don't hire OR train their employees to make correct decisions or understand the needs of customers.
CONYERS, GEORGIA -- I was screwed over 3 times by this location! I had a trip planned where I required a trailer hitch to be installed on my vehicle. I had one of my own but wanted it installed; I call a few places and decided that since Uhaul was closest to me that I would set it with them. I called ahead and spoke with someone about having it installed; he even looked up the hitch that I had online to confirm that he could install it. I maid an appointment for a couple of days later when they were not supposed to be as busy.
On that day, I arrived there ready for installation; they told me no one would ever tell me that they could install a hitch that was not bought directly from Uhaul. Obviously I was very aggravated because that was the whole reason that I called ahead to have it verified that they could... So at that point I was in a rush to get it installed. They told me that they would overnight one and give me a discount and then call me when it arrived the next day. NO call. When I called them, they said that it was not there. When I asked why, they put me on hold and immediately hung up on me.
So I tried to call back- they had literally turned off their phones where would go directly to the general customer service location. I tried to call them for hours to no avail. There went my entire trip that I had taken a week off of work to enjoy! I put in complaints, all that nonsense through the customer service center and have heard absolutely nothing from them. Could not have possibly had a worse experience.
MISSOURI -- On 11-21-12 I rented a cargo trailer at Towners Automotive 450 Hwy 53, Poplar Bluff, Missouri. The reason was to move to Grandview, Missouri. On my way the 22nd. it was pointed out that the trailer had no running lights after dark. This was not checked by the person who rented the trailer to me so I had no idea.
My son-in-law called to complain and was given the royal run around, when ** the field manager for that area called and told me nothing was wrong with the trailer I got very upset because if the guy who rented it to me had checked the lights before I left his lot. I would not be complaining on here, if I had known I would not have gone to U-Haul. The company does not take care of the people who rent the equipment they rent out. So I will never go to them again for any reason. The customer is always right no matter the problem!
Rented an 8 foot trailer online and after answering several questions about the vehicle I was using to pull the trailer with I made my appointment to pick it up the next morning. I arrived at the Addison location about ten minutes early. When I pulled up I saw one of the reps in front smoking and talking on her cell phone.
I went in where I waited for about 30 min. I walked up to the counter and presented my order number and the representative said, "I see you are using a 04 Jeep Wrangler." I responded, "yes" and was told that they do not rent to any vehicle with a soft top. Now why don't they ask that question online when they are asking you all about the vehicle you will be using. This was a complete waste of time and I will never use them nor recommend their services.
PHOENIX, ARIZONA -- I rented a trailer from U-Haul which leaked and damaged several items. The leak and damage was reported at drop off. I filed an insurance claim which involved a great deal of paperwork, photographs etc. Two months later the claim was denied on the grounds that no problems were found. The soaking items taken from the trailer were not evidence. I was pretty much being called a lair and that no water damage took place. I have witnesses and I have a bookshelf that I won't use due to its appearance.
U-Haul through its insurance agent denied the claim not based on evidence but because they will suffer no consequence by doing so. If there was no water damage then I am guilt of insurance fraud by filing a claim. If there was water damage then they should offer some reimbursement. How many times have we seen this insurance scam. U-Haul is responsible for the actions of its agents. So long as there is a choice I will not choose U-Haul again and will urge others to look elsewhere.
MINNEAPOLIS AND COLORADO SPRINGS -- I recently moved from Minnesota to Colorado Springs. My brother rented a trailer to bring my things out. 6 miles from my new home the trailer got a flat. He called Colorado Springs base and got the run around for 5 1/2 hours. In the meantime I used my car and unhooked the trailer to use the truck to move my stuff to my home. We made at least 5 trips each! U-haul would not give a refund of any kind and wasn't apologetic at all. It took valuable time away as well. What kind of reputable company succeeds with such poor customer service! I will NEVER use U-haul again even if it costs less than other companies. AVOID using them if you can. They give third world country type service!
My name is Maria Palmisano and I am with U-Haul International. I first want to apologize for the inconvenience you and your brother experienced. Please be assure our goal has always been to help make moving easier. It is only through communication with our customers that we learn whether our programs are working and which areas need attention. I would like to obtain more information from you to further research your concerns and prevent the situation from happening again. Please provide me with the date of your rental, the address of the location your brother rented from and the name of the lessee listed on the rental agreement. You can reach me at email@example.com. Please accept my apology and I hope to hear from you soon.