Anonymous
map-marker North Vancouver, British Columbia

Worst company ever

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I would like to address my first and probably last service experience with Uhaul this Sunday.

I had an order placed for a 26' moving van.

According to what I have agreed on with the customer service on the phone, and to what I have received via Email,I was supposed to pick up my order at 10:00 AM at the north Vancouver location.

I have arrived there at 9:45 AM, and at 9:50 AM was seated in front the customer service representative.

She started to input my information to the computer, and suddenly I heard her saying to me : "well, you are late, your order has been canceled"

I was in shock, and asked her to look at the time and to explain me how exactly was I late. She replied to me that from what she sees on her system I had to pick up the truck at 9:00 AM. Since I failed to do so the system ejected my order. She showed me the computer screen and it did showed the pick up time as 9:00

I tried to show her the conformation email on my phone, saying that I have to pick it up at 10:00. She replied (and very rudely I have to say) that she doesn't care what it says on my phone, and refused even to look at the email.

She then started to make some phone calls. After a while she was able to find a truck in Port Moody. Since i already ordered and paid to the movers (also through the Uhaul website) i had no choice but to drive there and to pick up the truck.

As of this I have lost time that i have paid for with my movers, and had to pay much more for mileage and for refueling the truck .If i would have known in the beginning that i would have to go to Port Moody for the truck, i would be looking for other solutions.

Not to speak of the stress that i have initially experienced when hearing that my order was cancelled.

I have sent Uhaul an email, and that's the response that i got from them :

"janet_goyette@***.com

Good Morning

In regards to you concern. The procedure with making a reservation and a time is set to pick up the vehicle is very specfic and if not here withing 30 minutes of that time the computer moves out your reservation and allows another family to book in that space. It is the same as if you are going to the doctor and miss your apt time they book another family in that spot. I appoligise that should have been explained to you at time of reservation.I am assuming that the email you wished to show the clerk was when you MADE the reservation. The second email you would have recived or a phone message would state the times that are available on the day of booking. I do appoligise for the confusion and miss understanding that happened. I will speak to the clerk in regards to he behaviour. Thank you for bringing that to my attention"

It looks like they didn't troubled themselves to read my email and just sent me some laconic reply. I responded to that email, asking to be reimbursed for the extra gas and mileage i had to drive. No response from Uhaul as of now.

Worst experience ever, will never use them again.

View full review
Loss:
$100
Cons:
  • Irresponsible service
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

They are correct. When you miss your reservation it gets canceled.

Simple as that. Call the day before and check everything to avoid this problem.

Anonymous
map-marker Detroit, Michigan

Uhaul Review

Awful scamming company from wilton manors to miramar it is 22 4 miles Google it yet they are claiming the mileage to be 239 no way will I go for that or stay quiet. Please avoid uhaul like the plague
View full review
Reason of review:
Poor customer service
Rodnesha Cxd
map-marker Saint Paul, Minnesota

Uhaul - Roadside Assistance Review from Saint Paul, Minnesota

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Uhaul - Roadside Assistance Review from Saint Paul, Minnesota

In August, 2015, my husband and I rented a trailer from a U-Haul location in St. Paul in order to take our daughter down to college in Ames, Iowa. My husband purchased the SafeTow insurance policy which covered damage to the trailer, its contents, and our vehicle. The staff at the U-Haul location attached the trailer to the back of our SUV, we took it home and loaded it up, and left for Iowa.

That evening, we began our 210 mile journey home with an empty trailer, but only after my husband rechecked the hitchball and tightened the handwheel as mentioned on the back of our invoice. Approximately 50 miles into our return trip, the trailer began whipping wildly from side to side behind our vehicle. My husband struggled to keep our SUV under control while avoiding other cars around us. The trailer rammed into the back of our vehicle at least two times, denting in the back hatch and the bumper. We were eventually able to get the vehicle and trailer safely to the side of the highway without hitting any other vehicles or going into the ditch. The wiring had been torn from the lights and we were uncertain as to whether the hitch, hitchball, or trailer was damaged.

We immediately called U-Haul's roadside assistance and were instructed to reattach the trailer and drive it over 30 miles east to an auto parts store where a store employee could look at the hitch and ensure that it was properly connected. They said they would text us the exact address of the store to our mobile phone. After 20 minutes, having not received any text message, we called a second time to ask for assistance. We were given a second location for an auto parts store 37 miles east of our location and were assured they would still be open when we arrived. We double checked the store hours on our mobile phone and found that the store was closing in 20 minutes.

We called roadside assistance a third time and expressed concern about driving the trailer given that it had been in an accident and we were unsure why the trailer came unhitched in the first place. We were told that someone could come out to our location in about two hours to ensure that the trailer was properly attached to our vehicle. By now, it was turning dark and we were on the side of a remote road in Iowa. We asked if there was a location nearby where we could drop the trailer off and were given the address of a hardware store ten miles away. We were told there might be a drop off fee, but they could not give us a dollar amount. They suggested we call U-Haul Customer Service the next day and explain the situation to them.

We have now received a charge of almost $250 for dropping of the trailer at a location other than the one where we rented the trailer. We sent pictures of the damage and a description of the accident to the insurance company, RepWest, a subsidiary of the same parent company that owns U-Haul. After two weeks of trying to get a response from them, my husband had to contact the adjuster's supervisor to get any assistance. After another several days, our claim was denied stating that, upon inspection, the trailer was not found to be faulty and that the accident was due to our negligence in not tightening the handwheel. At no time did the adjuster ask us if we had inspected the hitchball or tightened the handwheel, which my husband had done before leaving Ames, Iowa.

First and foremost, it is appalling that a company would be willing to risk our safety in order to have their trailer returned to the original rental location. The trailer hitch was either defective in the first place or had been improperly installed at the rental location. Asking us to reattach it, particularly after we had had an accident with it, was unreasonable and unsafe. Even if we had been able to make it safely to an auto parts store, how could we be sure that the employee would know what damage or issues to look for? And, had we waited the two hours for someone to come out to our location to inspect the hitch, the inspection would have been done in the dark and we would still have had to tow it 160 miles home.

Secondly, we purchased insurance to cover damages to our vehicle. By paying our fee for SafeTow, RepWest should be acting as our insurance company, not U-Haul's. Find out more about why you shouldn't rent from U-Haul at www.dontuseuhaul.com and the website coming soon: www.micethatroar.com .

View full review
Loss:
$2500
Cons:
  • How issue was handled
Reason of review:
Safety

Preferred solution: The company will not charge us for the drop off fee and they will pay for the repairs to our vehicle (return it to its condition before the accident).

1 comment
Guest

Love the " bumper " sticker u guys made!! Hope you guys get compensated for your looses and misery!

Anonymous
map-marker Victoria, Texas

All Review

Horrible company, horrible customer service.....all they do is lie, lie, lie!
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Berkeley, California

Uhaul loses class action lawsuit for Fraudulent & Deceptive Business Practices

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

http://www.caconsumeradvocate.com/blog/u-haul-loses-class-action-suit-accused-‘fraudulent-business-practices’.html

I lost nearly everything to uhaul suffering not one but two thefts. I HATE these guys! Do NOT trust uhaul! "Just awful people" - lawyer

My storage space was robbed simply by someone climbing over the shared wall of my locker. The walls do not meet the ceiling allowing for this type of theft. And without " forced entry" insurance will not cover the loss. I was not insured but it would not have mattered, they would not pay. Also unlike other storage facilities they insure for up to $5000 but only pay half, $2500. What's that?!

I was assured I would be ok after this first theft but before I could remove my pocessions I was robbed again losing nearly everything to uhaul. It appears it may have been an inside job. Both my locks where gone replaced by an oversized required cylinder uhaul lock. Uhaul is claiming I made a false report. Nonsense my belongings including nearly all of my clothes, including winter clothes, all of my stereo equipement etc., art books and music as well my art work and photos, all gone! I'm pissed!!!

View full review
Loss:
$15000
Cons:
  • Fraudulent deceptive business practices
Reason of review:
Bad quality
2 comments
Guest

I'm going threw the same thing. I'm looking for customers that theft happened

Guest

UHaul sucks. Never ever use them.

View more comments (1)
Anonymous
map-marker Brentwood, Tennessee

Other Product Review

Uhaul - Simple Review #1458061125
The U haul dealer at 114 Mount Vernon Avenue in Mount Vernon is the ABSOLUTE WORST!!! If U haul expects to retain custoners tgey should dtop this location ASAP! They suck!!
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Bettendorf, Iowa

Extremely Poor Customer Service

Very poor customer service. We have not even used the U-haul truck for our reservation yet; I have simply tried to change my purchase order and it has been extremely difficult. I attempted to cancel the order in store and the employee said this wasn't possible. I canceled it online and did not receive the refund email that was promised as stated on the web page.I called customer service and order was still not canceled. I canceled it online for the second time and called customer service. I was told that because it is an in-store pick up order that the order could only be canceled in store (though I was told IN-STORE that this was not possible). I was given another phone number to call and put on hold for 20 minutes. I reached an employee who then emailed the general manager at the u-haul location. I am waiting for a refund email. A very simple matter that would have been taken care of minutes at any other company has turned into a headache with u-haul. If friends every use U-Haul, I will tell them to not buy anything extra online as changing the reservation or returning items is extremely difficult.
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Morgantown, West Virginia

Uhaul Truck Rental Review from Morgantown, West Virginia

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Horrible place to rent a UHaul. Tacked on charge after charge and just said its in "all" his contracts. We returned with same amount of gas and he charged $60.00. Original booked for pickup in Fairmont but called next day and said we had to pick up in Clarksburg. John the assistant manager laughed and said lucky we didn't hit you for that destination charge cause it's really a lot. Like he was proud to rip off customers. All in all $622.00 to use a truck from Clarksburg to Manheim Pa and return. We had truck for 14 hrs and we were charged for 2 days. Again, John seemed amused he stuck it to us and chuckled. UHaul corporate needs to review this location before it tarnishes its name further. Sad day for UHaul.
View full review
Reason of review:
Pricing issue
Anonymous
map-marker Bronx, New York

Unacknowledged staffs

I got charged for the wrong rate. I called 1-80*-789-**** to adjust the rate and the rep gave me so BS about how they charge differently depending on each day.

I been renting Cargo Van from the same Uhaul for over a month same time and say days, the charge was always the same! It really *** me off that she tried to give me some BS to get me off. When I told her to look my our record she told me I need to go into Uhaul location to change the rate. Then i tried to call my corp rep and she is out of the office until 2 weeks....

Finally I called the number provide in the voice mail 866-846-**** and I've been listening to the same message for over 20 minutes as of right now and still no rep. To sum this all up, yes Uhaul has the best price from what I know, but the reps are not knowledgeable. One rep in U-Haul moving & Storage of Bensonhurst said I must purchase insurance for the cargo van but the following week I did not need to.

This is a horrible service with unacknowledged staff! Might consider moving the business to somewhere else to avoid having a headache.

View full review
Reason of review:
Poor customer service
1 comment
Guest

Some locations require you to purchase the Collision Damage Waiver while others have a choice.

Anonymous
map-marker Grapevine, Texas

Misleading trailer info

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I rented a 12 X 6' open trailer with loading gate. Unfortunately you need to look very hard to understand that the ramp and opening to the trailer is much smaller. We had to lift a 59" item over the side of the trailer to load. Then to unload we needed to find help to lift the item (mower deck) and we were about an hour and half late (in pouring rain), thus being charges another day late fee. Poor planning on my part, misleading info (a 12 X 6 foot trailer has about the same opening as a 5 X 8). If you didn't have a monopoly in the area I would go elsewhere in the future.
View full review
Loss:
$29
Reason of review:
Not as described/ advertised
Anonymous
map-marker Ottawa, Ontario

Uhaul Customer Care Review

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Absolutely horrible customer service and very unprofessional. Was hung up on several times, transferred mid sentence and was given a location for pick up in another province!!!!! Never experienced such poor service!!!
View full review
Reason of review:
Poor customer service
Resolved
Afia Uon

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Arlington, Texas

Resolved: Uhaul - Truck Rental Review from Arlington, Texas

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
8/28 I made a rental purchase that came out to a total of $619.11 The clerk mistakenly put the entire charge on my debit card when I needed half to be placed on another card. After 30 min. she finally figured out how to "reverse" it. Sure, okay, it's reversed now right? So we process the next transaction half on a Citi Credit Card and the other half on the same Debit card the original transaction was on. Made it to my destination 10 hours later and waited 5 days for this money to be back on my debit card.... it hadn't. I spoke to 4 representatives that all said it was already processed. It wasn't until the last representative, that they realized they put the money back on a BofA Credit Card they had on file, not the debit account or Citi Credit Card I made the purchase with. So, okay. We figured out the problem, so let's fix it right? NO. After speaking to another 3 representatives I was finally told nothing could be done unless I went back to the Location (10 hours away) and personally SWIPED my debit card. REALLY???? I needed to pay rent! And as we all know, you can't exactly write a check against a credit card. Spoke to 2 other representatives. One said he could reverse that initial refund and attempt to return it to my Debit account... GREAT! Got the "refund" of $536.61 (which wasn't even the amount of the initial purchase) reversed to zero out that return. Then, got a refund of $82.50 on my Debit account. UHHHHHH.... WHERE'S THE $536.61 YOU STILL OWE ME???? I've gotten my bank involved since and apparently even they're having a problem getting straight answers! The claim I filed through them is going to be reversed and I'm out of luck AND $536.61. WHAT THE HECK UHAUL?????? Every representative I spoke to couldn't give me answers and still can't. They bounce me around representative to representative, supervisor to supervisor, and not once did the GM at this Arlington Location call back when asked to. I'm so upset that not only can I not get my money back, but I can get anyone in this *** company to HELP!!!!!!!!!!!!
View full review
Loss:
$537
Cons:
  • Runaround
  • That i spoke to 10 plus people and still didnt get helped
  • That theyre telling my bank they gave it back
Reason of review:
poor service and money owed

Preferred solution: I want the money owed to me!

1 comment
Guest

you need to complete a customer review at uhaul.com, or speak to customer service and have them complete a customer action file (caf). a mgr from the regional office can take up to 3 business days to research and offer a potential resolution to you.

i'd also list and complain about people who made promises and didn't keep them. once the location submits the refund, it can take 3 to 5 days to appear on your credit card. the location can refund faster, but some are too lazy or dumb to figure it out; they'd rather transfer you out of their hair. all calls are recorded and can be pulled to verify any promises made.

good luck. oh, if no one contacts you, call customer service on the fourth business day of submitting cust rev and ask about resolution.

if you disagree, tell them you want to appeal decision. good luck!

Anonymous
map-marker Kendall, Florida

Uhaul - Truck Rental Review from Kendall, Florida

Terrible service. I made a reservation a week before for them to bring the truck I needed to my preferred location and the day before they send me a text saying I have to pick up the truck somewhere else.

The guy at the location where the truck was supposed to be delivered said that there was nothing he could do that they couldn't bring the truck there. I called another location to see if they had a truck they didn't so I asked why would be a reason why they would not bring the truck to my desired location and that person said "because they want to charge you for the extra miles" that right there is unbelievable. I called the costumer service number to complain because it's not fair that I have to pay for the extra miles when they were supposed to bring the truck to my location. After like 30 minutes I finally got hold of someone on the phone and explained the situation she said that she was going to transfer me to her boss and when that person finally got on the phone as I finished explaining the situation again she hang up on me.

I was so pissed. Terrible terrible service everywhere. I thought they were a serious company but they are not they are a bunch of liars, all they want is your money and don't care about costumer service at all.

Would not recommend to anyone. Next time I'm definitely going somewhere else.

View full review
Reason of review:
Poor customer service
1 comment
Guest

I worked for Uhaul as an at home sales and reservations agent, and to say the least I no longer work for them! They change the rules and processes almost DAILY on how the agents are supposed to take calls, terrible terrible training, lazy managers that either do not answer questions, or take forever to respond.

They also change the call monitor process continuously, making agents not make their weekly bonus which is usually at least HALF your paycheck! The process of asking for a credit card BEFORE we even know if the equipment is available is very deceptive to me and unfair to the customers! Not only that I had numerous calls where traffic was supposed to schedule them and customers either didn't have a truck or it was WAY away from where the needed to pick it up. Not good business practice.

I could go on and on about the issues on both customer and employee end.

In reality both customer and employees are being screwed by this company. Somehow it needs to stop!

Allannah Cng
map-marker Tempe, Arizona

Poor Sevice, Rude customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I went to rent a uhaul on Sunday the 31st, and this was the last day to be out of my house, and i dont own a car so i needed the truck. I went in only to find out that there was a issue and i was told i owed 200 and something from 2013! This was a total shock to me! We had a issue with the location on Apache and Price and i filed a complaint and the issue was resolved and i was told i had to only pay a balance of 40 something. I tried to get it figured out but it was Sunday and no one could help me. I spoke to a Donna who was very rude and nasty to me and needs training in customer service and empathy. She even called my daughter back on a blocked number three times and twice she hung up and the third time called my daughter a "*** ***" yes we spoke to her enough that day to recognize her voice! I am discusted with the way we were treated and my complaints wont stop here. I lost everything i owned because i had no way to move it, i have no car! I was told in 2013 that this was resolved but i was lied to! Someone better fix this issue saying i owe all this money when it is not true! I am so upset about all of this and i want it corrected
View full review
Loss:
$1500
Cons:
  • Failure to remedy the issue
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Shulem Ovj
map-marker Paradise Valley, Arizona

Uhaul - Trailer Rental Review from Paradise Valley, Arizona

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Rented a 12 ft trailer in Bellingham, Wa for a one way trip to Douglas, Az. Told I would need to drop the trailer off in Sierra Vista ,Az becouse the U-Haul dealet in Douglas had too many trailers. NOT MY PROBLEM. If i didn't leave the the trailer in Sierra Vista (50 miles one way) they would charge an extra $140.00. My son was in a jamb so I rented it. At the drop off point I complained was was told "The Douglas dealer has too many trailers" when i told her that was not my problem she said " We need the trailers and if you dropped it off there then we would have to send the customer to Douglas to pick it up. Then we would have to give him a discount. I then said Not my problem and was told "Oh well" I'll never use this company again!!! L.Brooks
View full review
Reason of review:
Not as described/ advertised
  • 1
  • ...
  • 52
  • 53
  • 54
  • 55
  • 56
  • ...
  • 84