U-HaulReviews 530

Over the course of two weeks, U-Haul cancelled 3 of our truck reservations at the last minute. In one case, we drove 100 miles roundtrip to pick up a truck only to find out it wasn't there upon arrival. No one called, and no one picked up the phone at the business when we tried calling. Now they want me to drive 60 miles roundtrip to pick up another truck this weekend (the original reservation was within walking distance of my house.) The business is terrible.

When you get someone on the phone at corporate, they are all very friendly, if under-informed.

If I could sue this company, I would.

Absolutely awful. Made a reservation and they didn't have the truck when I went to pick it up. The local staff were nice, but the central office person scolded me and raised her voice, telling me that I had a truck request, not a reservation. The email that I had said it was a reservation. And when I reserved it on the phone, no one gave me any disclaimer saying that it was a request rather than a reservation. Apparently the truck broke down. I had paid movers ready to work the next day. The local staff found me a smaller truck, and we used that. So, I had to pay the movers for extra hours to make multiple trips rather than one trip. When I told the Hired movers what U-Haul had done and asked them which truck company is good, they said "anyone but U-Haul." So, Penske, Ryder, Dolly, any of the others will get my business in the future.

They charged me for a dent I didn't make and told me it would have cost me (a tiny dent in the fender barely noticeable) $8500 if I hadn't paid the $30 for insurance, and they still charged me $150 even though I had insurance!

I rented a 26' U-Haul Truck, the pick-up time in Sebring, FL was 9 am on June 20th. Dropped off in Bradenton, FL at 10 am on June 21st.
The truck was filthy, tons of mulch, wood, debris and spiders, plus the appliance dolly wheels were shot. I returned the Truck with more gas than I picked it up with.
I asked the Storage Rep if he wanted to check the fuel, truck and cleanliness, he declined. I specially asked if there would be any additional charges, he replied, no you are all good and paid up. He indicated that he would email me the receipt. An hour later he sent me an additional charge for an extra day. I shouldn't be charged an extra day, I turned in the truck with plenty of fuel and I cleaned it all out even though it was dirty when I picked it up.
Several calls and e-mail went unanswered or rude replies. Total lack of Customer Service! I have seen during my research that U-Haul has had tons of these complaints about their equipment conditions and money tactics.

Store and back office is full of $#*!. They will take your money and bull$#*! your service. ‍ It's also crazy how reviews have to be 100 words long, thought it was peoples own experience not you short balling them.it's sad that they have to review your review before posting on their page. Hiding $#*! ‍

First off, the wait to talk to someone is horrendous. But then when you get to talk to someone and they tell you lies…very upsetting. I was told "no charge" when I called to extend a few hours… only to bring the equipment back and get charged full price. I called to report the situation only to be told that she made no notations to that…so I told them to pull the call. They claimed they did and that she said "it never populated a charge but it could when I returned the equipment, but this has happened before and it didn't charge so there shouldn't be one when you turn it in." The supervisor said that she told me of a possible charge so they couldn't do anything. I said I would have kept it the full time if I had known that. They don't and didn't care. Money if tight for everyone and I feel they didnt do me right. I won't use Uhaul again.

I rented a U-Haul this morning at around 10:00am. I drove it eight miles to my house (the entire time the truck was shaking badly) and found I couldn't turn the truck off upon parking. About an hour and a half later their roadside assistance arrived and spent the following three hours working to resolve the problem. I called their 1-800 number to find out what they would do for me, seeing as how by then it was far too late in the day to start moving (not to mention I didn't want to be held responsible for the gas the truck used while idling in my driveway for nearly three hours before they shut it off by another means). I was transferred to customer service where I waited on hold for over an hour, only to be disconnected. Since the wait time for the 1-800 number had a much shorter wait time I called back and asked to be directed straight to someone who could help me as my patience was wearing thin and I had no intention of waiting another hour. I was given the direct line and transferred again, only to discover it was the same line and the wait time was still over an hour... At this point there was no reason to keep the truck anyways so I hung up and returned it immediately. I was able to contact customer service (after another long wait) and they confirmed I would be refunded the full amount (which I would have just charged back anyways had they not). This is the absolute minimum customer service I would expect and it in no way begins to make up for the wasted day, the additional time I now have to take off work, the new help I have to find (of the fact that the people I arranged to help me drove fourty minutes each way just to have their time and gas wasted), or the inconvenience of having to unpack clothes, bedding, food, and dishes to stay in this house another night.
Penske charges nearly identical prices to U-Haul in my area, and I have NEVER had an issue with Penske in the course of several moves (three of which were almost 700 miles). Judging by U-Haul's 1.5 star average customer review across various internet platforms, they don't seem to care much about their customers, equipment, or even their reputation.
Please do yourself a favor and get a Penske or Budget truck like I'll be doing in a day or two. Both of these companies gained an unpaid brand ambassador today. You just don't realize how good something is until you're given proper contrast.

My order number was CA3CCCD5. I ordered moving boxes online at 6 am. Paid 21$ for them to be delivered by 12. At 12:30, I called. They delivered them to the wrong place. They sent me an email saying they couldn't find my place. I gave them detailed instructions. How to get here, the name of the apartment complex. The address of the complex office. The gate code. What I drive. I told them the name of the cross street 1/2 mile from me. I got a call saying it would be here at 2:30. At 5, still not here. WOW! I was told the 2nd driver couldn't find my place. I've list an entire day of packing. I went to the u haul website. It said I'd already left a review!@@ I think I'd remember doing that! Good thing I wasn't paying them to move me!
I am elderly and disabled and need time to pack. I an irate!

I Could not get access to our U-box because employees misinformed us about the "policy" that I've never had an issue with for the past 5 years. Couldn't access my belongings, asked to speak with a supervisor and I was sent to the president( great) thought I was going to resolve my issue. Turns out the president is just a huge disrespectful human who told me that he couldn't help me get access to my belongings and that he had better things to do than to be going "back and forth with me" and that he was going to "hang up", such great service. Rented a Ubox in the past and was always able to access it at the given time that I wanted. This time around I was also told that I could just call up and give a heads up and they would "gladly" bring it out for us by the time we arrived. 20,30 minutes was always fine. Was never told it had to be 24 hours not this time nor last time around. Last rental was also always accessed within a 20 minute noticed and everything was fine. Spoke to them respectfully but for some reason it's like I was insulting them. Worst experience with this so call "President" who's been in the U-Haul business for 13 years, sad.

I reserved a truck online and paid in full. I then logged back in to add additional drivers but could not find out how to do it. So I called UHAL customer service to get assistance. I was informed that I did NOT have a confirmed truck and location that was why I couldn't add a driver. I informed them that I specified all that when I reserved and paid for the truck. I was then told that I would be contacted by a representative about 2 weeks from my date if and when a truck would be available. I have given months in advance so this is very frustrating to think that I may not have way to move my family. I have called other rental truck places and found better rates and guaranteed trucks. I thought UHAL was a more established proffesional company then this. I will NOT be using them for anything or recommending them either. V/r James Beaty

This company lied and said I owed them after I rented a truck. They waited until I needed it again to try to with-hold renting to me to make me pay them extra money for "going over the milage" the last time. Sure. I only drove two houses up to move furniture Uhaul. Liars and theives. You have been warned about them!

I called the customer service hotline one day prior to the pick up date to make sure everything worked out smoothly on the day. Rude shock, my reservation was apparently not confirmed but cancelled instead! Called customer service, who hung up on me like 4 times and one agent put me back on queue. Finally an agent by the name of Pavani Kakarla took my call and was absolutely wonderful! She was the ONLY one who took the time to speak to me and even booked a new uhaul on my behalf! If it wasn't for her, I wouldn't have been able to move today! However, it was an Uhaul van which was booked cos it was the only thing available as opposed to my original booking of a truck! It cost me more money cos more than one trip has to be made to move the items at my residence! Nevertheless, I'm grateful to Pavani for providing an exceptional customer service amongst the absolutely disgusting agents who do not care about their customers. They forget who pays for their pay cheque! Disgusted by the overall service of Uhaul! Uhaul, you should monitor the calls more closely and observe the horrible service extended to your customers by your customer care representatives!

Worse company ever... We ordered a u-haul for July first. The DAY before our move, they informed us they do not have any trucks left. The call representative told us "you should've come to our store instead of ordering online", when it's literally 2022 and everything is digital now. Like do not offer the option of ordering online if it's not reliable to order online?! We experienced the worse customer service. They are also almost impossible to contact over the phone (they hung up on me a few times). Weird company in general Stay safe folks…

I am extremely disappointed with U haul as a whole. I had a reservation for a 26' truck that I made days prior only to get there and they tell me they don't have a 26', 20', 17', 15'. My reservation was after my work hour so I literally had less than 15 minutes to try to go to another location that still didn't have the truck size I needed. I get to the location at 2818 Fairburn rd. Only to encounter the most Rude and unprofessional person ever! Her mouth was so smart and the lack of care I received unimaginable. Now I have a 15' that I'll have to make multiple trips and spend twice the money because no one took the time out to check reservations and account for trucks needed. Poor Service U-Haul

Went to pick up a truck this morning, Paige and Rita were working the counter. Paige was talking to two other mail employees, cussing and complaining about George, another employee, also complaining about her manager and "cleaning a semi". Rita helped us out with getting our truck while Paige continued to talk. Another couple came in and Paige ignored them, yelled on her walkie for Rita to come back inside and help the next customers. At this point, there were four people in line waiting to be helped and Paige was not helping Rita at all. She continued to yell at Rita and Marquees in front of all of us customers. It was extremely awkward and another woman even said hello to Paige first because she was completely ignored. I feel really bad for Rita and Marquees because they were working very hard while Paige and two other male workers complained about their jobs. Overall, my rental experience was very good since Rita helped me out, I just feel bad they were treated so poorly in front of customers as well.

Called U-Haul in April 2022 and was told to guarantee the equipment we needed (Truck & Car Trailer) to move my mother in-law from DE to ID I should book online as soon as possible. So we hoped online and booked what we needed. The day before we were scheduled to pick up the truck my wife gets a phone call saying the truck needed to be picked up in Maryland 73 miles away even though our reservation was for a place 10 minutes away in DE. After numerous phones called it was found that the place in DE didn't even have our reservation for some odd reason. So after sitting on the phone for 56 minutes we are told they can't help and to call yet another number that was closed till the next day. Next morning we called and told no options, pick up in Maryland and the guy even laughed saying it happens all the time. There solution was could my wife hire someone to come get it or move our load date back so we had more time to drive to Maryland to get it. What? Why bother booking online when they don't even get the equipment in right location? Luckily we called a competitor company the same day and even though the truck was in another place they would deliver to the store where we were located. Now that's service. So if you use U-Haul be prepared for the run around or be willing to drive way out of your way to get it because they don't care. Best option is just avoid U-Haul all together.

This place is a joke I rented a truck and a car carrier to drive across the country had everything packed and ready to go 3 days before I was ready to pick up the truck and leave they called to tell me they don't have a vehicle for me to drive across the country with after I was ready to go I wish they had a rating less than one store cuz that's what I would give what a joke

Do not rent from uhaul go anywhere but. They rip people out of thousands of dollars every single month with their contracts and ridiculous late fees. The only company i know that will charge you half a month's rent for a 30day late fee, that is $100! I have tried to talk to the manager as well as the district manager about these fees, they don't care. Everyone is hurting in Canada right now, food and shelter come first. Storage is going to come last but the main thing is that it always gets paid. Uhaul ends up taking money that can be used for necessities by ripping you off. This needs to be changed but I wasn't able to do it myself. If you are experiencing this problem please make a post. I deal with Glen Ramli Wisesa
U-Haul Moving & Storage Of Surrey
*******511
He is horrible to deal with and harassed me constantly after I complained to the district manager. This company should not be allowed to steal from consumers like this.

Worst rental experience ever! Made reservation online and local dealer said even though the tank is full and I plan to only drive 20 miles or less I still have to top it off. The dealer acknowledged I did not opt for the Collision Waiver at $10.00. Thankfully, I made a printout as they billed the $10.00 anyway. When the vehicle was dropped off the U-Haul dealer said it's not him and I have to fight it out directly with U-Haul corporate! The mileage in was also inaccurate and corporate asked if I had a photo of the mileage in. I told them I took a photo of the mileage out and I didn't know I would be conducting business with an unscrupulous dealer and rental company. I waited 30 minutes for corporate online and then the representative said I have to hold while he speaks with the dealer. I waited for over (20) twenty plus minutes on hold and then I hung up. I will be disputing the charge with my credit card company. I thought the local dealer was bad until I dealt with corporate customer service. It's like they say, the fish stinks from the head down.

A day before I'm suppose to pick up the truck I rented I get a call from a representative saying she's calling to confirm my rental of a 15 foot truck I advise her I didn't order a 15 foot I ordered a 20 foot then she proceeds to say we don't have a 20 foot I asked what happened to what I rented and she so rudely replied that's all they had available and on top of that they move the location I'm suppose to pick up at! Its frustrating when they waited to call me the day before I'm moving to tell me and to make it sound like that is what I ordered and not take responsibility for their screw up or even say sorry and then she tried to offer me a trailer too that I have to pay extra for! Shame on you uhaul for doing business that way!