Uhaul
Reviews and Complaints
Worst company ever
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.
- Irresponsible service
Preferred solution: Price reduction
Uhaul Review
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 .
- How issue was handled
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).
All Review
Uhaul loses class action lawsuit for Fraudulent & Deceptive Business Practices
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!!!
- Fraudulent deceptive business practices
Other Product Review
Extremely Poor Customer Service
Uhaul Truck Rental Review from Morgantown, West Virginia
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.
Misleading trailer info
Uhaul Customer Care Review
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 | Arlington, TexasResolved: Uhaul - Truck Rental Review from Arlington, Texas
- Runaround
- That i spoke to 10 plus people and still didnt get helped
- That theyre telling my bank they gave it back
Preferred solution: I want the money owed to me!
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.
Poor Sevice, Rude customer service
- Failure to remedy the issue
Preferred solution: Let the company propose a solution
Uhaul - Trailer Rental Review from Paradise Valley, Arizona
- Prev
- 1
- ...
- 52
- 53
- 54
- 55
- 56
- ...
- 84
- Next
Thank You for Your Reply! We are processing your message.
Your comment is successfully posted.
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.