Anonymous
map-marker Davis, California

Antagonistic customer service

I recently had difficulty with your rental place at Stonegate Self Storage in Davis CA. On Thursday, March 14, I received a call ( that went to my voicemail ) from Stonegate telling me the truck needed to be back that afternoon, regardless of the fact that I had explicitly made reservations to drop it off after hours thursday evening. When I called friday morning to make sure the charges were straight, I was told by the secretary the gentleman who called the previous day was not in and that he would not speak to me because he "didn't like my attitude" and promptly hung up on me. I drove down to Stonegate immediately, as I was afraid Stonegate would going to overcharge me. When I arrived the secretary was there as well as the older gentleman who had called me ( I assume the manager ). A verbal confrontation ensued, in which we both accused each other of not having our information straight. He did end up only charging me for two days instead of three ( which was proper ), but only after he browbeat and lectured me me and told me I did not have my act together. I told him that was a poor way to do business, and that I just wanted my receipt. At the end of the conversation he promised that " I would never ever be able to rent a U-Haul truck from him or any U-Haul rental service ". The secretary then told me to "Shut the *** Up, just shut the *** up and get out" after he handed my receipt. I told them don't worry, I'll never rent from you again.

In all the times I have rented from U-Haul I have never had this much difficulty. Somebody needs to apologize for this if I am ever going to do business with U-Haul again. ( I think it should be the manager at Stonegate , preferably the older gentleman who yelled at me, who acted more like a prison guard and less like a representative of your company, and the foul-mouthed secretary that morning ).

I am a good customer who has always returned his rental vehicles from you in a timely way and in the condition they went out in. The least I ask for is to be treated with courtesy and respect. The folks at Stonegate showed neither. The folks at AAA Action rental in Guerneville CA never gave me attitude like this. If I don't get an apology my next step will be to reprint this situation in Yelp and whatever online review places I can find, and to tell the rest of my friends ( me and my pals work in sound reinforcement, we rent a lot of trucks ) to choose Ryder or another company.

Sincerely yours,

Joseph Wisgirda

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2 comments
Guest

Since U-Haul stores are franchises, not Company stores these days, you have little recourse against a store, aside from posting your encounters and affecting their business that way.

U-Haul Corp MIGHT send an investigator, a "secret shopper" to check things out but these store operators PAID for a franchise so U-Haul won't jeopardize that relationship...and cash flow.

I had a situation in 1979...yeah, YEARS ago. I was moving cross-country. The truck I wanted to rent would have been fine BUT the location I rented from offered me a LARGER vehicle at the same price, IF I'd do them a favor and deliver a load of hand-trucks and furniture covers from their location to the city I was going to. I had no problem with that request since I was going right to that other store to drop the truck off.

When I arrived, they loaded all the items n the truck and I left. When I arrived at the destination,1,200 miles away, I went right to the store because the extra stuff was all at the tailgate of the truck. They unloaded but had a problem. The paperwork said SIX hand-trucks and 20 furniture pads. On the truck there were SEVEN hand-trucks and 20 pads. They wouldn't take the other hand-truck because there wasn't any paperwork for it! It's a real SWEET hand-truck, too. Aside from being HEAVY DUTY, with the plastic rails to protect appliances, it has the rolling belts to climb stairs...and a great set of straps. I've had this hand-truck since 1979. FREE! I've used it, loaned it out, and moved all over with it. Despite being stamped "Property of U-Haul, NOT for sale!", I have a great hand-truck. I haven't used it for a month or so....hahahaha! Free because they refused it due to paperwork. Thank you U-Haul!

Guest

U-Haul stores are franchises and each will give a different quality of service. The maintenance of the vehicles, the cleanliness, the on-time readiness are all under the franchisee's area of responsibility.

Don't judge all U-Haul by one loser location. The last time I rented a U-Haul, in 2011, I got a truck with 28 miles on it.

It was brand new and really sweet. The mileage lied, of course...there's NO way it was getting 8.5 miles to a gallon...but it was a nice ride.

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Anonymous
map-marker South Bend, Indiana

3 fails in a row

First rental: The address given to me where I was supposed to go was incorrect and customer service did not get back to me for an hour. Second rental: They gave me a vehicle that did not line up with the gas amount on the contract so I had to fight and take time to get reimbursed. Third rental: I pick it up and the Uhaul rep says "He hates working for Uhaul." I drop off the vehicle that same night. I get a charge later for 4 day rental. I fight it and they *** 2 days. They still won't give me the third day.
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Loss:
$200
Anonymous
map-marker Milwaukee, Wisconsin

Wrong Hitch Ordered due to negligence

out today that they ordered a hitch for a different vehicle??? Called customer service, gotta admit, the were more rude than the people at the store who screwed up in the first place! Their corporate personnel was trying to convince me that this is not a corporate issue..I mean comma! I clearly explained the importance of my hitch and even reiterate the vehicle it is for multiple times when ordering it and your people fail to validate the information, now you're gonna tell me that this is not a c corporate concern? I guess I see what the problem here really is: The people at the store are probable smarter than the people at corporate, clearly this isn't enough to order a hitch. How do you order a hitch for a Tribeca when I said XV Crosstrek? Their names aren't even spelled alike??? Frustrated.
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Loss:
$350
Anonymous

B 4 U rent a uhaul

Here is something you should know when you rent a U-Haul trailer. I recommend you to Spend a little more money and buy your own trailer you're better off trust me. We rented a U-Haul trailer to move from Leamington Ontario to Saskatchewan and we had a lot of moths in our household items and clothing and everywhere... Plus the trailer had no breaks they said it, did but it didn't work. and we almost caused an accident because of that... We booked a trailer two weeks before we were moving and we had to wait till the last minute before we crossed the border to go to a U-Haul rental place and get the lights fixed so the lights would work, They got the lights working but the brakes they told us they could not do anything about that
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Anonymous
map-marker Midland, Texas

No Truck Available

I reserved a 17ft 2 weeks before. I just happened to call the day before we moved just to make sure. Glad I called, NO ONE in town had anything. They wanted me to drive 2 and a half hours away to get a truck. All the woman would say is "sorry for the inconvenience." Inconvenience? I was so angry! We are moving across the state and are expected to be at our new place by a certain time. And also expected to be there so that my husband can start his new job. That was way beyond inconvenience! I will never rent from them again. I am using Budget....
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Anonymous
map-marker Little Rock, Arkansas

Road Hazard

Last week I had a blowout on the front passenger tire, on the freeway going 65 in a 14' truck. I had 2 separate vendors tell me the truck SHOULD NOT be on the road. The truck was left at a service shop overnight where it was diagnosed as having a bad wheel bearing, hub and rotor in the tire that blew out. Not to mention it was a Chevrolet tire on a Ford truck and it couldn't clear the rotor. A big wig with UHaul claims the vendors are downgrading the integrity of his company. He claims he was a certified mechanic for twenty years, etc and over the phone basically told me nothing was wrong with the truck, while never having laid eyes on it. Yet two separate vendors that inspected the truck said it shouldn't be on the road. He spoke in a threatening demeanor and had no regard for customers, even told me he was gonna hang up and i could call his lawyers. Advice anyone?
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Marvette Msw
map-marker Reston, Virginia

Fraudlent web site

Their reservation web site offers two options for rental--round trip and one-way. The round trip has a low daily charge represented and the one-way has a higher daily charge but no mileage fees indicated. It was only after I had rented the truck, returned it, did they bill me for mileage on the one-way option. They didn't say anything about it at time of pick-up or drop-off. They just charged my card after the fact and depended it by saying it was in the fine print of the contract. Well you wouldn't notice it at time of pick-up, why would I look for it? And what can you do at that point anyway--plans are made. It is clear their web site has no mileage indication for this option. I sent them images of their own web page and they wouldn't acknowledge it. It has to be intentionally decdeptive.
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Loss:
$75
1 comment
Guest

The first screen is where you select where you are picking up and where you are dropping off. At the top of the next screen in bold print it tells you how many days and miles you have the truck for.

Can't blame them because you rushed.

I mean, come on... First thing on the page in bold print!

Anonymous
map-marker Seattle, Washington

Worst Customer Service Ever!

Tried to have my propane tank in my RV filled. Their parking lot is NOT RV friendly, their employees refused to help me turn around in their tight lot and they allowed a customer to block the entrance to their lot. Very strange for a place that rents big trucks. Once I got turned around, I discovered one of their genius employees was blocking the access to the propane station with a forklift. I guess they REALLY did not want me to patronize their facility. Not sure who hires at this place, but it seems to be run like the DMV.
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Anonymous
map-marker White Plains, New York

KEY stroke

Reserved a 14' truck, arrived at the North White Plains NY location, was told my truck had its keys locked in it by the previous user. NO BACKUP KEYS. A friend encountered a similar problem the previous week. Was given a 10' instead, but for 24 hours instead of 8. Don't know if I will be billed for additional mileage and gas. I will cause a ruckus if so. Then, after returning truck and depositing the key in the bright orange drop-box, received several calls looking for the key. What is with these people and keys? They don't have back up keys to their own vehicles?!
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Pam T Rdf
map-marker Danbury, Connecticut

Dishonesty and Scam Upsells

Daughter rented a U haul to assist her move from school year college apartment to a summer apartment. Rented one-way as she needed to transport furnishings from a storage locker/our home to her summer place. Our complaint pertains to both locations, by which we can only conclude that dishonesty is the company policy. 1) The Danbury, CT (pick-up) location told her that smaller trucks were not available, forcing an up-sell to a much larger vehicle. When she arrived to pick up the vehicle, there were rows of unused small trucks. She was told the larger truck was the same price, clearly false. Rather than argue, she naively paid for the larger truck. 2) The Manchester, CT (drop-off) location is running a scam related to cleaning charges. We would not have known this, or believed it could take place, except that we drove two vehicles (car and U-haul truck) and one of us stayed in the car where we observed the scam take place. Here's how it works. Two U-haul employees logging in returned vehicles direct the driver of the truck to "stay in the truck" -- as one of them distracts the driver, the other throws white powder (looked like sheetrock or some sort of plaster) into the clean back of the truck where the driver of the truck couldn't observe what is taking place. They then claim that the truck has been returned dirty, ordering the customer either to clean the vehicle, or be forced to pay them a clean-up charge. Protesting that the powder wasn't there when we left our daughter's summer place doesn't work, as they simply point to the powder and claim "We would never let one of our trucks out looking like that." This is technically true, as it wasn't rented that way -- however, it was instantly made that way upon return by two dishonest U-haul employees. My advice after this experience is to rent from anywhere but U-haul. Sleaziness is pervasive, lying is endemic, and no lie too big, no scam too demeaning, to try and up-sell you unwanted services. Steer clear of these crooks, you'll be happier for it.
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Loss:
$35
Anonymous
map-marker Doylestown, Pennsylvania

Miserable

Misleading information! Reserved a trailer and hitch instal. To find out the location I chose was no longer a I haul dealer. Fortunately for me I went to the location the week before to confirm. Called uhaul customer service got switched to a different location with a 7 am appointment to instal hitch. Day before my move I receive a call from uhaul saying the nearest trailer was in another city! No choice but to drive there! So I go to one location for my hitch to be told it will take 4 hours to instal because he is the only person working! So much for for-planning! Will never use uhaul again!
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Anonymous
map-marker Tampa, Florida

1.5 hours. Seriously?

The slide door is caught in the up position so I can't drive the truck. After being cut off twice on the phone (third time was a charm), I was contacted by a local representative to come out to fix it. A 90 minute wait was quoted. An hour and a half and you're in the same area code? Really? Never again will I use this sham of a company. BTW, I'm still waiting on the rep. It's 95 degrees and I should be unloading by now but my stuff is loaded into the truck where anyone could be stealing it right now.
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Anonymous
map-marker Baton Rouge, Louisiana

Ms. shirley royce.

i rented a pickup truck on march 31 easter sunday , i told them that i didnt want the insurance on the truck and i was still charaged for it .I only used the truck for an hour and it had oil it the bed of it also i was not pleased with that , i didnt drive the truck more than 5 miles. the young man at the u haul place was brandon , when i told him i didnt want the insurance he called someone and he told me that it was the boss and that i would not be charaged for the insurance. and i still was . when i go my bank statement and saw that i was charaged for the insurance i was very upset. i went to the u haul place and they told me that i asked for the insurance that i could nt get a refund for the 11 dolars . the day i used the truck i was upset and after i hit the wrong thing on the machine i tod the young man brand that i didnt want the insurance. . u haul told me that they would refund it to me and they didnt. i got the truck about 2pm on easter march the 31st 2013 and brought it back at 2:50pm , the store is on florida blvd in baton rouge la. 70815 in the 13000 adress. please contact me about this . thankyou , shirley royce 318-230-****
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Loss:
$11
1 comment
Guest

On the pick-up trucks, because Uhaul leases and doesn't own them, you have to either buy Uhaul's coverage or prove to them that your personal auto insurance policy will cover you in a rental.

MAXINE M Xnf
map-marker New York, New York

RIPOFF, LIES, & PURPOSELY DAMAGED THE TRUCK, ETC..

Because I refused to give the payment codes and they not only let one man do all of the work and it was slowly done, they purposely ran up the mileage. Held my things refusing to even drop them off, they only did half of a move. The heavy items are still in the old apartment. They also kept changing prices and rates. Hire and partner with decent, fair, good honest people and companies. The driver & helper purposely ran down the gas, kept the keys, and put *** in the truck. I now am being charged $580.00 and the move is still incomplete.
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Loss:
$580
Anonymous
map-marker Salt Lake City, Utah

Upgrade?

I reserved a 14' truck two weeks ago and last night after the local business hours I received an email stating 17' truck was ready to pick up at a location that was 22 miles away. I called the 800 number and the rep told me that I was "Upgraded" to a 17' truck. I told her that will not work and it will cost more to operate than a 14' truck, she told me that both the 14' and 17' get the same mileage. Now I am stuck with a 10' truck and will have to make an additional trip.
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Loss:
$800
1 comment
Guest

The 14 and 17-foot trucks have the same engine and transmission. The extra 3 feet of cargo area probably weigh about as much as having a passenger in the front.

So those two trucks would get just about the same fuel mileage. By taking the smaller truck, it was your decision to give yourself less space thus requiring you to drive twice as many miles. Having been explained to you from the get-go that the way the process works is that the truck has a rental fee + per mile fee, you screwed yourself. They tried to save you money.

You declined.

Also, as far as the 14-foot truck not being available, you have to consider the amount of variables in the business. They may have believed they were going to be receiving a 14' one-way truck to come in from from out of town (because that is what that customer scheduled to do) and that customer's plans may have changed and they dropped the truck off at a different location.

Of course that isn't your fault, but again - you can't fault Uhaul for that either. They offered a reasonable and cost-effective solution, which you declined.

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