U-Haul

Joe of Phoenix, AZ August 19, 2009

I sued U-haul for abusive & negligent services and was award a Judgment in my favor. I attempted to rent a U-Haul for a friend. (I advise me of my experience and they fact that U-Haul has 1,000's of BBB Complaints. My request was denied and I was told to contact 877-653-0490. I contact the company and was informed that they were dening service because of the law suit! The law suit was filed as a last recourse, and should have brought attention to a number of services issues. I intend to file a class action law suit for discriminatory practices, as there actions outrageous.

Tezell of Orlando, FL August 11, 2009

I allowed a couple to use my card for a reservation. The rep assured me that no charges could be placed on my card unless I came in to swipe the card. I went to that same office again alone and asked if any charges would be put on my card and was told no. When the couple did not pick up until the next day I was charged 50.00. I do not think that I should pay for their problem. Especially since I was told I would suffer no loss. That the card would need to be brought in by me to be charged. I need my money back please.

Jeff of Thornton, CO August 9, 2009

On May 27, 2008 I contracted with U-Haul in Round Rock, TX to install a trailer hitch and wire harness on my 2007 Kia Sedona Van. I paid 300.78. Initially, the wiring worked fine and there has never been a problem with the hitch. I pulled a U-Haul trailer to move my family from Central TX to Denver, Colorado.

From the time that I unhooked that trailer in Denver in June 2008 until Christmas day 2008 I never had a reason to pull another trailer. On December 25th I hooked a trailer on to my van to head back to TX for more stuff that was in storage yet. When I hooked the lights up they worked fine. As soon as I started the vehicle the trailer lights and the left rear tail-lights/brake lights didn't work. I pulled a trailer anyway without working lights as I intended to bring the vehicle back to the U-Haul center when I got to TX. Upon bringing the van to another U-Haul center and explaining that the lights weren't working, they hooked a new harness on and had the same result.

They told me that it was a problem with my vehicle. So I again pulled a loaded trailer without working lights (I have a wife and 2 children that were under 4). In May 2009 I brought the van to a Kia dealership to have it looked at. They discovered that the Kia wire harness was spliced in to the left rear lights causing a computer module to go out. So I had the new computer module and a Kia harness put on for 937.21. After all of this I filled out a complaint form on the U-Haul website and shortly after a representative called me and said that the claim was filed with Republic Western Insurance Company (RWIC). Several days went by and I still hadn't heard from RWIC so I called and spoke to Kathy R. She asked me to fax all of the receipts from the work at Kia.

Again several days turned in to several weeks and after calling her again she said that the claim was denied due to the length of time that had elapsed since the original work. I explained to her that I had only pulled a trailer twice. She said they would review it again.

Finally on July 27, 2009 I spoke to Kathy's supervisor, Kelly who said again that the claim was denied due to Kia not specifying what caused the damage. Here is exactly what Kia wrote on the invoice: "Found U-Haul aftermarket hitch and wire harness damaged non-serviceable relay inside rear access module". Now in talking with Kelly she said I could have the dealer explain in writing that was what caused my electrical problem. I explained to her that it is clear there already as there is no comma or period after the word "damaged" in that sentence and therefore you'd have to read the sentence completely to see that it was the harness that caused the problem. No luck. She told me that U-Haul was sticking to their decision and that if I didn't agree I could take U-Haul to small claims court.

Michelle of houston, TX August 6, 2009

I am beyond dissatisfied with my experience. I have never had poor customer service with Uhaul before. This was the first time I have ever made my reservation online and I normally call around and physically drive up to the office. Upon receiving my reservation confirmation via email I called to make a change, only to find that the number provided was useless. It rang and rang and NOBODY EVER answered it. I called it 5 times. I had to call another number to get the regional office's number.

I ran into VERY POOR customer service. They answered my call only QUICKLY put it on hold. I received absolutely NO greeting. That happened 4 times before someone finally answered the call only to quickly rush through an introduction to put me on hold again. It took me 6 times before I finally got through to someone who didn't appear to be rude or inexperienced with customer service. I got my rental set up and I was to pick it up in Baytown at noon on Saturday.

On Saturday at 11:30, I showed up because I was going to wait for the 19'/16' truck that I reserved only to have the service guy tell me that it would NOT be there until 4PM. Four hours after I needed it. I had plans and things lined up that had to be cancelled because the Uhaul wasn't there when I expeceted and depended on it to be.

The regional office was able to get me a bigger truck (26') and I had to drive to Pasadena to get it. I am not happy about that. I was told that this weekend was a busy month - and for some reason Uhaul didn't have much available. I drove to Pasadena and they told me that they had problems with the truck but those problems should have been repaired. I told them that I didn't need the rental but one day, and the Baytown location was open on Sunday.

They were not open on Sunday but said that they would meet us up there so we could drop the truck off and exchange vehicles. They NEVER showed. We waited. We couldn't leave the rental because they had our vehicle locked in their gate.

In addition, 3 hours after picking up the rental - we received 2 voicemails from other Uhaul people stating that our reservation was ready and they had PLENTY of rentals for us to chose from. The ramp comes completely out of the truck because the stoppers were incorrectly installed and did not keep the ramp from coming off - so we had to struggle with the equipment for 3 hours to get it back in the truck.

Not only did I recieve poor customer service, I was forced to keep the bigger Uhaul and extra day, it malfunctioned, AND I was charged 50 (FOR NO SHOW ON THE RESERVATION) plus a 20 NSF fee .

cory of okc, OK July 22, 2009

We recently moved back to oklahoma from texas to buy a house. In the long process of closing we were staying with friends so decided to store our stuff. We decided to pay the extra 8 a month for insurance just incase. Well we went to get our stuff after getting our house and realized we had severe water damage which I believe was from a storm 2 days prior. We weren't worried because we thought we were covered by the insurance. We called the insurance company to get it taken care of only to find out if the water didn't come from their walls and came under the door they refused to cover the damage. As far as what I see one way or the other uhaul should be responsible if it came under the door it would of been due to lack of proper seals. And what was the point in payin coverage up to 5000 if they aren't going to do anything. I need to know what my next step should be to get this resolved asap. My kids beds are ruined along with ours and other brand new furniture not to mention irreplaceable pictures and we aren't rich.

C. of Grand Prairie, TX June 12, 2009

I rented a truck in Cleburne, TX (insurance was purchased). When I was pulling into the property from which I was moving, the top of the truck was damaged from a limb. When I returned the truck in Grand Prairie, TX I was told the insurance covered the damage. Today (about a month and a half later), I received a phone call from Republic Western Insurance telling me the damage was not covered and that I needed to file on my personal auto insurance. When I asked how much, I was told "about 2,000.00 so far".

David of Indianapolis, IN May 13, 2009

I made reservations at said U-Haul 'dealership' (Canton Water Systems) in Canton, Ohio for a 10' Truck and Car hauler one-way to Cumberland, Indiana. A distance of alittle over 300 miles. The issue is the contract stated the Mileage out was 4033.9. Unfortunately, I did not confirm this when I got into the truck nor was I reminded to confirm this by the 'staff.' I had numerous other things on my mind, being in a strange town, hauling a car for the first time and across state lines, wondering if their 2 straps are going to hold, etc. So when I returned the truck and trailer the next am, (the U-Haul on Shadeland ave., in Indianapolis) they stated I had driven over 688 miles. Now they are wanting me to pay an additional 150 plus dollars. My contract was placed on hold, since this was a Sunday, the manager would have to review it the following day and then call me. Today is Wed, I have not received any calls, however I did receive an attached contract in my email today, I'm not sure who it is from since there is no name, no greeting, no salutation, just "Your U-Haul contract is attached" I suppose it's my own fault for not double checking, but they don't make any attempt to believe the customers side of the story.There is the possibility they wrote the wrong number down. I left a message at the local U-Haul for the General Manager...still waiting for that phone call.

William of Londonderry, NH May 6, 2009

My Girlfriend and I just bought our selves a house. So April 10th we rented a storage unit at Uhaul in Manchester (S. willow st locationg) so we could start moving in the non essentials into the unit that weekend. Stuff we knew we wouldnt need until we got into the new place. Her son's school work and pictures my racing stuff (numbers and what not) three or so box's (and I am talking 20 inch wheel box's) full of dvd's, xbox 360 and playstation games blah. And all kinds of other stuff. So last week we rent a truck from them also to move everything to the new house. The closing was suppose to be over the weekend it ended up getting changed to mid week.

So we called Uhaul to let them know we would need the truck longer. They say no problem and to keep them updated. So thursday comes and we plan on returning the truck that night. At 7 am that morning they call me and say they are going to call the police and report the truck stolen if I don't bring the truck back right away. Even though we had just called them the night before to update them. Plus they have all my info on file credit card I.D address etc etc.

So we empty the truck really quick and bring it back to them that morning. Making me 2 hours late for work. So thats reason one why we are not happy for them. Which brings us to the storage unit and last night.

I go there last night to get our stuff out before the month is up and they cant find us in the system. After 10 mins or so they find us and say they moved us out the 20th of April. 10 days after we moved into it. So the next logical question was well where is our stuff. Answer "I don't know". So after fighting with them for about 45 minutes they say they cant do anything cause the manager isn't there and to come back in the morning.

So fine we go back first thing this morning to find out they threw all of our stuff out because they thought we moved out. We had a contract with them until may 9th. They decided that since we hadn't been there in a few days we must have moved out. They didn't call us email us write us they just did it. So let this be a warning to all of you. Do NOT use Uhaul for anything. They will either threaten you or throw you Stuff away. The best part is the guy that moved us out with out reason is also the same guy that called and told me he was going to call the cops on me.

Jarrod of Atlanta, GA April 22, 2009

Jarrod of Atlanta GA (04/22/09)
I rented a 10 foot truck and an appliance dolly. I did not realize at the time that the truck did not have a ramp. When I called the office to see if I could get one, Kevin, the manager, told me that they did not have one for that size truck and told me to figure it out how to get my appliances on the truck without a ramp. When my husband and I decided that we were not going to risk injuring ourselves, we decided to return the truck (which was few hours following the actual rental occured). We were unable to use the truck for its intended purpose.

At the U-Haul location Kevin told my wife that it was her fault that she didn't ask the appropriate questions when renting the truck, (which I have never helped a friend with a move and not have a ramp on their U-Haul, so I thought the ramp was standard). Kevin told me that if it were his wife to make the reservation, he would make sure that she could handle her business. I thought that the manager, Kevin, was extremely unprofessional. Not to mention him being a racist again white people!  I was the only white guy in the store and each staff member was black. I was very nervous and long story short left fast I promise you that I will never use U-Haul again, and I have already informed all friends and family about my experience and how disappointed I was in the service that was provided to us.

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