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U-Haul International
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4.4 1099 Reviews

U-Haul International Complaints Summary

40 Resolved
159 Unresolved
Our verdict: When using services from U-Haul International with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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U-Haul International reviews & complaints 203

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3:17 pm EDT

U-Haul International self storage / customer service over phone

I had recently been in the hospita, and when I got out remembered that I had to pay my storage bill. I haven't been receiving my mail from u haul (as it was being with held), so I called to find out the balance and pay it off. The woman I spoke with on wednesday may 23, 2018 at around 3:20 pm was very rude in her tone and seemed as if I was bothering her by asking questions (which is her job as customer service). I was asking about late fees, which she seemed annoyed to answer my questions, when I was only trying to clear my bill as soon as possible. I was very disgusted by her tone and attitude. If you don't want to be asked questions about late fees and/or company policy, than don't be a customer service agent. Honestly, very bad for business and not a good look for your company. Just by reading the reviews seems like, i'm not the only one dissatisfied with service from the people that represent your company.

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12:17 pm EDT
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U-Haul International customer service at 12804 50th st. edmonton alberta canada

Reserved a small panel van 2 days in advance. Arrived on time to pick up van & had to wait an hour and a half in line because the U haul store is very under staffed. Very poor customer service! Will be reporting this to the Better Business of Alberta. Also calling CBC go Public to have them put this incident on Television to show how poorly this business is run. Have on video .

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10:15 am EDT

U-Haul International unauthorized credit card charges/scam/ripoff/

When i turned in the truck it was to a key box. With a phone # to call had to take a photo of the truck mileage and fuel gauge., forward it to the b text message. I rented the truck on the 29th of March turned it in on the 31 of m
March. April the 5th i noticed there was a charge for $60.89 on my USAA credit card from Wheatly Citgo when i turned the truck into. I did not authorize any additional charges or was i told there would be any. This is very dishonest way for this location to make extra money. Was not at all pleased with the way the turn in was handled.

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3:50 pm EDT

U-Haul International faulty wiring in tow hitch

Hello,

U-HAUL
U-Haul Contract [protected]

We recently added a hitch to our vehicle provided by UHAUL on 12/19/17 in Lawrence, KS, this week (3/26/18-3/30/18) we are experiencing problems with our brake lights and turn signals not working. After changing the bulbs, my brake lights and bulbs were not working. I took my vehicle to 1393 12th St SE, Salem, OR 97302, to have my hitch checked out, they said that the problem wasn't fixable at their location. This Uhaul store directed us to travel to Beaverton about an hour from Salem, OR, I order to have my wiring and hitch fixed. Please be aware that my brake lights and turn signals are not working and the UHAUL store directed us to drive negligently to the Beaverton location. We asked if UHAL would provide towing since we have no brake or turn lights, they said it was not. The Uhaul location also mentioned we needed to drive to Tigard, Oregon to pick up a part and travel to Beaverton, Oregon, in order to get my car wiring fixed. Uhaul told us we needed to travel over an hour, about 50 miles out of Salem, OR with no brake lights or turn signals, in order to get our wiring fixed. They aslo mentioned that we needed to stop in Tigard and provide them a part that is needed to get the job done. We feel very uncomfortable driving the vehicle and cannot afford a tow from Salem to Beaverton, OR. I just that the matter be looked into deeply, because as a long time customer we have never be confronted with so many problems. We also were very persistent in calling and leaving voicemails, none of which were returned within a timely manner. As a customer for the last 5 years, I do not appreciate Uhaul disregarding safety and basically recommending driving without brake lights and turn signals due to faulty wiring on their behalf. I am very angry and disappointed in Uhaul for all the hoops we need to jump through in order to fix the wiring. I just asked that Uhaul do right by us, as we have invested over $800.00 in Decemeber 2017 in parts and services. I don't see why Uhaul can't send one their Beaverton techs to Salem, OR, or perhaps pay for the towing of my vehicle, so we can avoid any negligence or accidents. Thank you.

-Cecelia Curley
[protected]
cweet.[protected]@gmail.com

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7:37 am EDT
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U-Haul International my name is lou ann vlahovic 3150 birch circle whitehall pa 18052

ATTN: Mr. Taylor:
I have been a customer for over 10 years. I have my 2 rentals at 3001
MC Arthur Road Whitehall PA . Bradley Moharter is the Manager.
I have been threatened by Brad for Delinquent charges and late payments. I pay 2546.04 at the end of each month. I am constantly charged with Delinquent Fees . I have a current balance for 123.33 which
I have sent a check to Brad. I was recently told if I don't pay this amount of 291.88 they will take my building away. I have called your company and reached customer service I have never receives a call and Brad will not at any time call me or speak to me. Do I have to take legal action. I am asking you for your help. I have called U Haul in Whitehall and Brad is never there or avoiding me. I will contact Better Business Bureau and etc. I want this bill and I will pay what I owe not all late charges and etc. My home phone is [protected] at work [protected] I ask you again to please let me know of how I can resolve all this. Your name was given to me by one of your customer service employ. Thank you, Lou Ann Vlahovic

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2:23 pm EST

U-Haul International bad battery

I ordered a uhaul on Friday February 2nd to be picked up today, February 5th, went to pick it up and it was dead and would not start. Was told by the man who we paid that it happens because it's cold (and snowing as we arrived). So we got it jumped and he said to leave it running for about 30 mins and we let it run over an hour and then shut it off for 5 minutes and then started it again and it died. Won't start and the roads are getting worse and just waiting on the guy to come jump it again. Don't want to be charged for dropping off a bad truck when it's what we were given. We also were told it would be $313 and when we picked it up it was $331 and weren't explained on the extra charge.

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3:51 pm EST
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U-Haul International follow up to previous complaint

On the 16th, I posted a complaint about what I consider to be poor customer relations by Uhaul. On the 17th, I went to my local Uhaul retailer to discuss, in person, my issues with Uhaul. The lady was very helpful and offered some ideas to solve my truck availability problem. One of her suggestions proved to be just what I needed and my problem was solved. I wish the online service could be as helpful.

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2:33 pm EST
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U-Haul International terrible way to do business

Wanted to rent a truck and had to go online to arrange reservation. According to the site, I would have to drive an hour away from my home to pick up a 15ft truck. Why? There is a uhaul rental place 1.5 miles from my home. I initiated a chat and my request was answered by someone named Dominique. I was typing my question when I realized that there is a limit of 140 characters so I had to go back and abbreviate words etc. to make my issue fit. While I was re-typing, my chat was ended due to a 3 min. limit. Really? I hate having to do things online anyway. God forbid humans interact with each other personally! I guess businesses that require business to be conducted online don't care about the older population, that are more financially secure and less likely to tear up equipment. Going to CALL a local company. May cost me more but worth it.

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1:19 pm EST

U-Haul International rented truck without me present, signature, knowledge

Hi I am a mother of three children this past Christmas our family moved into our new home. We called U-Haul and I reserved a truck for later that day. I had hired two gentlemen to move our belongings into the house. As I drove towards the U-Haul location to meet the movers and sign the contract my phone ring. The movers explain they had already left the U-Haul dealership and we're headed to my storage unit. I was very confused? How could the truck be rented without me being present? Long story very short after my belongings removed into my house. The movers were told to return carpet to a local carpet store. Then return the U-Haul ASAP. I was dealing with a death at the moment as well, Christmas, children, all by myself. Needless to say I get a call from the carpet store explaining they never received the carpet. So I call the local U-Haul dealership and spoke with the GM. He explains to me the U-Haul was never returned to them it was left parked in a shopping center parking lot. I now have no carpet in my children's rooms they are running around with plywood on the floor. Please keep in mind I had paid for that carpet it was being returned and exchanged. It's being held for ransom by U-Haul in a storage unit they signed me . How is it legal for someone else to sign drive and not be responsible for the U-Haul?My thoughts were when I gave the credit card information it was only to reserve the truck until I arrive.

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10:41 pm EST
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U-Haul International pennsylvania state lottery

I cashed in 6 winning scratch off tickets totaling $120.00 at 360 n 3rd st [309] US gas and mart/Uhaul this morning Dec 4 @approximately 10:30am (est). I asked the clerk for 12 $10.00 crossword scratch offs but I failed to notice for a couple hours that he only gave me 8. I went back to the store and asked the clerk and his younger female co worker, probably his daughter, to review the lottery take versus the lottery sold at end of day and I was met with attitude and contempt. They absolutely refused to look into it, claiming that I waited too long to come back. I told them I lived far away and I just happened to stop in that morning. My tickets numbered from 9 - 16. That means if they legally kept count of the tickets that they sold they should have easily been able to find the discrepancy. I understand that this is only $40 but the principal remains the same. This "business" that represents the state of Pennsylvania utterly and unequivocally failed to respond professionally to a cheated customer. I ask that a lottery representative look into this matter and find out why this small store would feel the need to take money that doesnt belong to them and refuse to do the right thing. I want my money back!

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11:57 pm EST

U-Haul International cargo truck

I reserved a cargo van to be picked up at 8:30pm from the commercial drive Raleigh nc location using the self service feature uhaul offers for after store hrs. Going through the process I was denied pick up of van because my photo they make you take didn't look like my drivers license photo ( in my DL photo my hair is down and I'm smiling, in the photo taken for uhaul my hair is tied up and I'm wearing my glasses). I called customer service and the reset my reservation for me to be able to send another photo in. I was told to take off my glasses and smile ( automatically I feel as if I'm being antagonized or made fun of) I did what I was asked. The next step is the color test where a color word can say pink and it's written in pink and you are to pick I'm the color to match the word. They denied me again. Apparently I failed the test. Ok. I call back customer service and end up speaking to a so called manager by the name of "Brittany Jones" from Phoenix Arizona's corporate call center, who turned out to be VERY rude. I asked Brittany about the test and how was it supposed to be taken with no real way of showing you how to take it and she replied " I've never taken the test so I don't know how to take it" (something extremely close to that effect) My question was HOW ON EARTH DOES UHAUL ALLOW THEIR CUSTOMERS TO TAKE A TEST THAT THEIR EMPLOYEES ESPECIALLY THEIR MANAGERS ARENT EVEN TRAINED TO UNDERSTAND and NEVER taken themselves but has these high expectations of their customers understanding how to take it? You can not begin to understand how upset and livid i am. Brittany was EXTREMELY rude and disrespectful .. I asked for a copy of our call and asked how long it would take for me to receive it and she said 78hrs. Hahaha. And this is the kind of people Uhaul hires as managers. Well due to uhaul and their extremely terrible customer service reps I lost $10k worth of antique furniture that was to be picked up at a certain time. I have already contacted my family attorney and I will be filing a claim to get back every time and dollar lost and also for pain and suffering, I will also be taking this to the news once I receive a copy of the phone call. Please train your customer service reps on the things you expect your customers to know. Brittany is disgusting and having her as an employee makes your company as a whole looks dispicable.

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6:52 am EST

U-Haul International customer service and failure to fill reservation!

On Sunday November 12th I placed an online order for a 20' truck, a couple of dollies and moving blankets to be picked up first thing Saturday in Abington, Ma. Order was confirmed and I heard nothing all week. I have a crew of guys showing up at 8 on Saturday morning to help with the move. On THURSDAY NIGHT November 16th I received an EMAIL stating that I would have to drive to QUINCY, Ma to pick up my truck! Easily another half hour drive from Abington and a HUGE inconvenience for me. I called the number in the email and was transferred out of the area where the person did try to help rectify the situation (wasn't even her region!) She was unable to find anything similar closer to me and I was told my ONLY option for a large enough truck would be to drive to get up early and drive to Quincy! So now with a day left I am out of options and extremely pissed off with Uhaul and your services! I was also told in a follow up email that Abington would not and could not pick up the truck in Quincy and have it ready to go for me in Abington! This is horrendous customer service. I have yet to even receive a phone call from ANYONE!

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9:16 am EDT
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U-Haul International climate control storage

We moved from Michigan to the UK in early September of this year and chose UHaul as our storage facility as we will be out of the country for a minimum of one year. After making my reservation, I contacted UHaul no less than 4 times to ensure that our unit would be climate controlled and packed according to those specifications. I was shocked to discover, one month into our contract and after our arrival in Wales, that our belongings were not in a climate controlled environment.

I tried to ascertain from the manager how to navigate having our belongings moved from the Jackson, Michigan location to a climate controlled facility (there seems to be one in Grass Lake) My last question to the manager at Jackson (John Collier) was in regards to this and he referred me to another gal at a different location. I would be happy to forward the emails to you though he has been generally helpful but defensive on the stance of who told me he was a climate controlled facility (understandably).

Bottom line, our belongings need to be put in a climate controlled environment. How do we accomplish this because we, obviously cannot physical do it from 3800 miles away. Thanks. Contract and details below:
[removed]
[removed]
[removed]
[removed]

[removed]

Unit Number: [removed]

Next Bill Due: [removed]

Balance Due: [removed] 



Additionally, when we will be returning in November 2018, we will need to ship items we have acquired in this country back to the states — hopefully to the facility with our other belongings. How do we accomplish that?

Thanking you in advance.

Richard and Rebecca Fitzmaurice

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11:24 pm EDT
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U-Haul International ubox delivered after more than 10 days from committed date

I moved from stuff from tn - nashville 37211to florida - tampa 33647 on 30th sep 2017. I was provided a written commitment of delivering of my box at my location on 10th october. The mover brought the box on 14th october and that was not my box. My box was mistakenly sent to pennsylvania by nashville uhaul office. After several chase I got my box delivered on 23rd october. I was assured that I would be paid 50usd per day if box not delivered on agreed date 10th october. But now no one responded to my call emails. I am totally posed of by uhaul unprofessional behavior. My order no is [protected].

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12:13 pm EDT

U-Haul International truck rental

I had rented a truck due to my truck being broke down ... I had extented the rental n was told to come in and give more money did soo letting them no i may need to extend longer as the mananger had said no problem soo before the agreement was up i had called to extend spoke to customer service.
Then i recieved a text msg saying the truck is reported stolen n that was not right they said they tried to call me witch i have record from my phone company that they didnt then they over charged me n threatened to report stolen again as they had the truck rented witch way a lie again cause for the following two days the two other trucks had not moved

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12:06 pm EDT
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U-Haul International rental location

251-37 Jericho Tpke Bellerose NY 11426 Location

HORRIBLE CUSTOMER SERVICE ! We rented a trailer 24 hour rental 1pm pick up 1pm drop off ... Got to the place due to short staffing I was only able to pull out of the store with the trailer by 2:00pm . Shortly after pulling off I recieved a phone call from a employee who was extremely rude asking me if I could return the trailer earlier than 1pm (even tho I only got the trailer at 2pm) because another family needed it . I explained that I rented the trailer for 24hrs and I pulled off at 2pm so I will be returning it at the time due to me 2pm . She became more hostile and said she was going to review the cameras to confirm my story and when I asked her name she hung up on me. I called the store requested to speak to a manager, his name was Cliff . I started telling him my situation and my complaint, he put me on hold to pull my reservation as he comes back on the phone he asks me "so how early can you return the trailer?" REALLY!? I explained I had a 24 hour rental he told me there is no such thing as a 24 hour rental . (A lie) .. Then I said if i return the trailer early will I get rembursed anything he said no. I was so fustrated I said I was coming back to the store to return the trailer and I want my money back and forget the rental . He told me they don't do refunds... I had to call Uhaul Corporate to file a compliant which in turn they called the same store and resolved this issue. They are rude, no people skills, no respect, horrible horrible customer service . They try to scheme you out of your money and they complete misrepresent Uhaul ! DO NOT USE THIS LOCATION

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8:26 am EDT

U-Haul International service

I reserved a truck for 5:30am this morning at 5am I checked my reservation and it said it was good to go for 5:30am I get to the uhaul and there are no after hour pickup boxes, so I called costumer service they took my phone number and name and put me on hold for over 20min so I hung up and called back, the next person just connected me to the store I was renting from without informing me that they where doing so, obviously they are closed that early, so I called them again and they said my time was changed to 9am since they don't offer after hour pick up, I have a screen shot I took that morning at 5am of my reservation and it clearly stated 5:30am, the costumer service is horrible instead of answering my questions they just try to pass me along or wait for me to go away, this was the worst renting experience I ever had, not only did it Set me hours behind on schedule, but also waisted my time and money. I would like to get Reimbursed for my time waisted. I also record all my calls if needed by complaint department.

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11:21 am EDT

U-Haul International rental charges

I rented a truck on 10/22, and was informed to bring the truck back at 7/8 of gas. Upon my return, I stopped at the gas station next the U haul and paid, 10.85 to bring the gas back to 7/8. The amount I put in went over the amount, so I figured everything was good. However, I just learned that I was charged and additional $8+ of gas. I tried to address this with representive to no avail. I believe I was overcharged, and requests that I be refunded for the gas charge.

Contract No. [protected]

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7:04 pm EDT

U-Haul International customer service management

I am a business owner and have rented from uhaul in excessof 10 years, over the last 5 years I believe I have spent $5000 or more a year from the Washington blvd Pittsburgh pa. Within the last year a new manager Kevin Smith has taken over at this store and from the beginning he has been one of the worst managers our company has ever dealt with. We do realize the trucks go out on a regular basis but the first time we rented from him our truck came back late afternoon not morning and did we hear from him in a very nasty manor that if we did not return trucks on time we could not rent again. The company store knew it was going to be late after we called the main office to notify them. We were not able to get in touch with the Washington blue store, kept routing to traffic management. We let this go, but the next week we rented again at over $500 for several days, and again notified them the truck was running late at traffic control and did we again receive some very nasty remarks from Kevin smith upon return of the truck. Upon the third rental we brought the truck back in the evening before the truck was due the next morning and his response was again nasty stating it was about time the truck Was returned in a timely manner. This occured over three months ago. We have been using other uhaul dealerships, one out in west mifflin pa over 45 minutes from our store, and other rental places other than using the washington blvd. location. We were in need of a truck rental both Thursday and Friday of this week we made reservations thru traffic control for a 26 ft truck and on Thursday evening we desired to exchange the 26 ft truck for a TT 20 ft for Friday, traffic control gave us the ok but we still had to verify with the Washington blvd. location. We were able to get in touch with them and of course it was Kevin smith the manager 1 time on Thursday evening to verify the truck change, and he said he would call us back in 5 minutes which turned into. 2 hour ordeal with him never returning our calls, after this long period of time one of the other workers Brian assisted us in our change of vehicle he was very professional. Our truck was scheduled to be returned Saturday by 8:00 it was returned this evening by 5:00. My husband asked Kevin for a read out of our rentals for the year he said he could not do it, that you don't keep records that long, but in fact each year our company receives a read out from the managers for our records. My husband even joked with one of the other employees this evening about is there a special note on our account not to rent to us. He stated no sir. Well this time it goes to prove uhaul does not want my business, as much as we paid over the years to this company seems to mean nothing. Kevin smith is a disrespectful manager, and I would never deal with him again. I know I am a small company to your big business but if I treat my customers like he treats customers then your company will faulter. There are many other rental companies out there.

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7:49 am EDT
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U-Haul International rats and my item being destroyed

I have rented this storage space on Tidwell and 45 north for approximately 5 years and went to get my item and were eaten by rats and other insets. Would like to be compensated for my items. purses and shoes were destroyed. Items contains rat dripping and shoes were eaten and purses were destroyed, never was I contacted by the facility. I paid storage 5 years and would like to be compensated by return of rental cost or payment for the items destroyed. I have pictures of the items and the site of the facility.

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U-Haul International Customer Reviews Overview

U-Haul International provides a variety of moving and storage solutions for individuals and businesses. Their services include the rental of trucks, trailers, and cargo vans of various sizes to accommodate different moving needs. Additionally, U-Haul offers self-storage units, moving supplies such as boxes and packing materials, and towing equipment. The company also provides moving assistance through a network of independent contractors. With a focus on do-it-yourself movers, U-Haul aims to facilitate relocation processes with a wide range of options to suit diverse requirements.

U-Haul International In-depth Review

In summary, U-Haul International provides a comprehensive range of moving and storage services that can be quite useful for individuals and families relocating. However, the experience can vary based on location, and it is important to consider both the positive and negative aspects before deciding to use their services.

Company Overview

U-Haul International has a long history of helping people with DIY moves. They offer a wide range of services including truck rentals, storage solutions, and moving supplies, making them a one-stop shop for moving needs.

Rental Experience

The booking process is generally straightforward, whether done online or in-person. Availability can sometimes be an issue, especially during peak moving seasons. Pick-up and drop-off are usually hassle-free, but the condition of the rental equipment can vary, with some customers reporting cleanliness issues.

Pricing and Value

Pricing is mostly transparent, but it is always wise to look out for any hidden fees or additional charges that may not be immediately apparent. U-Haul's pricing is competitive, and they occasionally offer deals and discounts which can provide additional value.

Customer Service

Support staff responsiveness can be hit or miss. While some employees at physical locations are helpful, others may not be as accommodating. The company does offer various support channels, including phone, email, and chat.

Equipment and Vehicle Quality

U-Haul's trucks and trailers are maintained to varying degrees, and while many are reliable, some customers have reported maintenance issues. They offer a good variety of vehicle sizes and moving supplies, which are typically of decent quality.

Storage Solutions

The security features at U-Haul storage facilities are generally good, with options for climate control and varying unit sizes. However, cleanliness and accessibility can differ from one location to another. Pricing is competitive, but it's important to check for any additional costs.

Additional Services

U-Haul offers moving assistance and labor services, which can be very helpful. They also provide packing and unpacking services, as well as insurance coverage options for rentals, adding an extra layer of security to the moving process.

Website and Mobile App Usability

The website and mobile app are user-friendly, with helpful online tools like size guides and location finders. Features like online check-in and express checkout can save time and streamline the rental process.

Geographic Coverage

U-Haul has a wide geographic coverage, which is convenient for one-way rentals. Their network of locations is extensive, although international services are more limited.

Sustainability and Environmental Responsibility

The company has made efforts to reduce its carbon footprint and has introduced some eco-friendly initiatives. The fuel efficiency of their rental fleet is an area where they have shown some improvement.

Customer Reviews and Testimonials

Customer satisfaction ratings for U-Haul are mixed, with both positive and negative feedback. The company does respond to customer feedback, which is a positive sign of their commitment to service improvement.

Final Verdict

U-Haul offers a wide range of services that can meet most moving and storage needs. While there are some concerns regarding equipment maintenance and customer service, their extensive network and competitive pricing make them a viable option. It is recommended to read recent customer reviews for specific locations before making a decision. Overall, U-Haul is a serviceable choice for those looking for DIY moving solutions.

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Phone numbers

+1 (800) 468-4285 +1 (800) 528-0355 More phone numbers

Website

www.uhaul.com

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