U-Haul International
reviews and complaints

My complaint to the Better Business Bureau resulted in Uhaul immediately offering to cover my final bill (with expenses padded by staff at the instruction of management shown in the photo below). As much as this might seem like a fair and equitable gesture, it's not. Mr. Guilmette was told when he contacted me to call me back with his lawyer on the phone with him. He refused to accomplish that and then tried to appease me by not coming after me for the final rental charge.

https://2.bp.blogspot.com/-AmUn3wpgsYs/XJ7dxNij2gI/AAAAAAAAG1w/g0bXvviLn1Mo2PKeIn0VltosG6ejweT1gCLcBGAs/s640/uhauldamagereport.jpg

Also within the statement from Uhaul is a pile of blatant and disgusting lies, which I highlighted in bold print below. I don't take the truck off-road, I use boards and tarps in the bed to prevent damage from loading. I have never provided any police reports because the damage to the truck has never been from any collision with any other vehicle (except for the bumper being dented while I was parked one day, and I did not see the dent until UHaul personnel pointed it out). I have always been honest about the damage sustained during my rental periods. Nearly every time the truck was damaged, the dents on the truck happened because of the truck lacking 4-wheel drive and being unable to maneuver effectively in the snow during the winter months, and the damages they claim I did were not any more significant than any careless mover could cause. Also, they act as if I caused some extensive vehicle damage when we are talking about a few dents and dings. I've only ever paid TWO deductible payments over more than 2 years of renting with them. The kicker is they say I can't use the truck for logging and their trucks were not meant for that. I wore company shirts almost every time I came into the office and told employees about how my firewood business was going, and they KNEW what I used the truck for at all times. NOW they want to CRY FOUL? This is not covered by the over $6, 000 in insurance premiums I've paid over the years?

NO, NOT TODAY! UHAUL WILL NOT GET AWAY WITH THIS!

Here is the official response from Uhaul, delivered by the BBB:

Thank you for your concern for our customer Mr. Bergeron.

Dan Guilmette, our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Mr. Bergeron provided. He informed our office he has talked to Mr. Bergeron on two separate occasions but has been unsuccessful in addressing all his concerns. Mr. Guilmette relayed, the recent Promissory Note Mr. Bergeron incurred in the amount of $1, 274.50, will be forgiven for the amount of business he has given us over the years, however, we have chosen not to do any further business with Mr. Bergeron in the future. The amount of damages he is doing to our equipment due to his off-road travels and improper loading and use of the U-Haul equipment is not covered by Collision Damage Waiver (CDW). CDW is not a license to do damage to the equipment. Mr. Bergeron has never provided us with any police reports indicating collision or accident during his rental when he returns our equipment damaged. U-Haul does not rent equipment for the purposes he is using it for with his logging business. Mr. Guilmette, unfortunately, has never had the opportunity to explain this information to him.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,
Maria Palmisano
Executive Assistant
U-Haul International

MY RESPONSE:

The fact is, there is NOTHING exclusionary in their insurance agreement about the damage to that truck they are claiming. I also know the company's regular policies and practices, and they changed them on a dime specifically to target ME. If they matched up my truck with any other vehicle in their fleet rented by multiple users instead of just one, for the same amount of time, mine would be the jewel of the fleet. I've seen the damage other people do to the trucks. I've heard the horror stories of people who don't take the insurance and take off to another state or hole up in a Walmart parking lot towing a camper behind them. I've even had to deal with running the truck they gave me for weeks while it needed an oil change badly. I was more concerned about that truck getting maintenance than they were. One employee even told me not to worry about the oil change light at all and actually gave me instructions on how to reset the computer to shut it off!

Half of the dents on the above list of damages (they are claiming all happened in one week), were already taken care of in other prior vehicle damage reports. They were dents caused by other customers in at least two cases, and one that I already paid for in a previous incident. TOTAL BS!

Absolutely the WORST service. They were not supposed to charge the card I used, just put a hold because it was not my card, and do a promissory note for future payment. Not only did they charge the card but they added extra fees and are refusing to refund the money after it put the account into negative. The manager agreed to refund the card but then the next day renigged. I'll use Budget or Just4Wheels next time I have to move. On top of that they charged me a full months rent for 4 days of storage...What a joke, horrible customer service!

I had brought my move to u haul on sep 4 to have it send to Hollywood fl, my box was sent to Los Angeles California as an error of the own, I had provided the correct address and zip code but they still got it wrong, I had to wait 4 weeks to receive my box, I reach out the manager at the location when u realized the had the wrong address and she assured me the issue was address and my box was just going to be delivered a few days later and however that was not the case, the u box was still sent to the wrong location, I put all my trust sending with personal belongings and work equipment with this company thinking u was going to get the service I was paying. The manager of the yonkers location got very defensive and said I was attacking her when I called a second time after I got an email saying that my box had arrived to Los Angeles. I trusted her work ethics when she previously called me saying she resolved the misunderstandings with the address, she offered to waive the storage fee and she did however I had spend so much money on work materials, equipments and a bed because the mistake They made with my box, I was charged already for the u box without having it and on top of that I had to waited almost 3 weeks again to have my stuff delivered to the right location, I was charge $1289.00 on my credit card without having nothing, I paid for something I didn't have. I ask for an additional compensation of 700 to least cover some of the expenses of all the materials and bed I had to buy so can survived and do my work, I slept on the floor for two weeks and didn't have any on my personal belongings any human being needs to be comfortable at home, they only credit my with 496 as a completion of the previous $206 they credited me for the storage fee. Again once my box arrived to Florida I was charge $196 for storage fee and $78 for a truck rental, used their chat service twice trying to reopen my objection but I realized the first time nothing was done, the second time the rep told me to call and ask for a general manager so I try to do it but the csr hang up on me. no one took ownership to Help after the crisis I had to go tru with this company to at least waive those additional charges, Is so unfair a company that size treats Their customers like this. The had failed me in every way I can say...

Our nightmare started off when Uhaul customer service, unaware and uninformed about different locations on the same street, reserved our truck at the wrong location even though we verified the location three times. This lead to trying to beat the clock in rush hour to pick up our truck twenty minutes further away from our home.
Then the truck had problems but NO-ONE at Uhaul seemed to care. There were several reasons the truck was unsafe to drive. The check engine light was on, the truck was making loud rumbling noises when started and hissing noises when the break pedal was pushed. Trying to get a Uhaul technician to come out and service the truck was such an ordeal including customer service scheduling a technician who never showed up nor did Uhaul or the technician call to let us know the technician was canceling after we waited for three hours.
No-one at Uhaul seemed concerned about the safety of a Uhaul truck in need of engine repairs being driven on the street. No-one at Uhaul seemed to care.
Trying to reach the location we rented the truck from was its own ordeal. The manager never returned our call. Customer service told us they would relay messages to the branch about the truck but we were never contacted. Uhaul again showed no concern for our safety or the safety of others regarding the truck.
After parking the truck for a few days, I decided to drive it myself. Not wanting to drop it off at the further location, I dropped it off closer for safety. The manger refused to accept the truck nor would she allow me to return it due to its size. I was unable to back the truck out of the lot nor would the manager help me. I've never seen anything like this! No-one ever contacted me. I even called corporate. Then ten days later I was charged hundreds of additional dollars on my credit card!

We rented a van this past Saturday. We understood there would be a pre-authorization on our card for the estimated rental. We were told it would be reversed when the van was returned and the actual amount was charged to our account. Two days later the pre-authorization AND the actual charge are still on my account. Also, and unfortunately, we trusted that they had the mileage right and did not snap a picture of the odometer when we picked it up. They charged us for 29 miles when we only drove nine.

On September 26 2018 I talked to a uhaul representive. Little did i know this person works on commission for every customer they can hook. A appointment was made to have a trailet hitch installed on my jeep. Was told hitch was in stock, Price was told for parts and labor $190.45, place where work was going to be done was given, and confirmation number was given([protected]). Arrive at destination and the associates there looked stunned like they had no clue what was happening. Krahlep Francois informs me a who cares about customers as long as I get my commission person made this appointment. This person did not know that the U-Haul facility did not have hitch in stock, and that the place could not do the work due to time of day(4pm) and that vehicle needed to be inspected for rust and feasability of installing new hitch. Krahlep was very apologetic and stated that this happens often due to your workers working on commission. Because of your workers lies and deceitfulness I had to get a hotel room( hotel was $110.00), and still have to waste half my day tomorrow getting a hitch and back on the road. Please feel free to contact me at [protected] to tell me how another customer will not end up like me. When I get a moment the Better Buisness Burou, Angies List, consumer reports, true advisor, and many others I can come up with will be getting a review of this horrible betrayal of customer trust. I had to type this out due to the fact that twice while waiting on the phone for customer complaint representive to answer I was hing up on. From begining to now not a happy U-Haul customer. Thank You, Mike, B

My mother and I had called to get a truck and a storage unit. The lady we spoke with first told us if we get a truck one way, pick up and drop off and to separate locations, we can get a storage unit free for the first month. After the process was done my mother paid for the truck the lady sent me a confirmation number. Before the lady spoke of the deal we were just planning to get a storgae and find a truck else where. So my mother had already reserved a truck. So when it comes time to pick up the truck my mother uses the confirmation number in her email while not being told she needed to use the confirmation number in my email. So with the misunderstanding that the lady didn't explain my storage and truck were cancelled making my mother come out her pocket an extra $55 to get a storage unit. With all that being said we talked to 3 people who were all saying I was still able to get my free month storage due to the miscommunication of the worker lady and my mother but that was not the case when the next day I called the same number that I had spoke to the lady who gave us the deal, it was a man this time and he tells me that we cant get a free storage, that they didn't do deals like that. And I'm telling him that I called that same number the day before and spoke with two women who said I was still able to get my storage due to the miscommunication. Meanwhile I had to return the truck at a certain time and everybody just kept giving me the run arounds when all we really wanted was for my contract that is in my email for the storage and truck to be honored but instead we had to end up paying 55 extra dollars just to have the truck back in time. It was a terrible experience and I was extremely frustrated because we had to constantly go back and forth with the uhaul truck company and the storage company we were sent to. I highly doubt I will ever use this company again for anything I refuse to go through that again.

02/09/2018
Contract number : [protected]
Complaint is about drop-off location and Storage spot.
I have travelled a one way trip from London Ontario to Ottawa ON. the dorp off location was Uhaul 383 Coventry road, Ottawa ON. Despite me booking my storage in advance and having confirmation of such booking, while i get to the Uhaul store, the customer service rep, won;t allow me to store my furniture, claiming that they have no storage availble. |I insisted by giving my confirmation number and also by calling the CSR line which confirm that a spot was still available at this location and that it was confirmed under my name. But the personel still denied me access, leaving me with no options.
I couldn't even return the truck as I did not have anyplace to store my furniture. was with family (small children) under heavy rain.
it is my whorst expereince ever and I would like to make an official complaint and make a claim for the gas spent going around with the truck and trying to find a storage on a sunday.
I have been transferred more than 7 times to different customer services, hang up on me .. Awful service. And it become clear for me that I will never use Uhaul services again. not in this life ever.

I reserved a 26' truck for 6 days to be picked up at hands on carwash 3rd ave Prince George. On the pick up date I took a taxi to pick up the truck. The truck wasn't even in prince george. It was 130km away in quesnel. The reservation Booker emailed me a couple hours before pickup of the change. I only check my email every couple days, so I had no idea. I live chatted with a Uhaul customer service agent. I asked for a truck in Prince George. Nothing was available. I then asked if he could maybe waive some of the per km costs or comp an extra day or comp a dolly or trailer to cover some of the extra 260 Or more km and fuel or taxi ride it would cost me to pick up the truck in another town. Or the trailer or dolly so I could drive there and tow my vehicle back. That was a definite no. So I contacted the company in quesnel to arrange pick up of the truck. As I was heading out I called to tell them I would be a few minutes late for the 2:00pm pick up. I happened to mention something about the deposit. The lady told me that a major credit card was required and it had to be in my name. I told her that I used my visa debit çard to make the reservation. She told me that it can't be done with a visa debit. I asked about leaving a cash deposit, which she said was ok. So I asked how much. She replied that she didn't know. I asked for a ball park estimate, like 100 or 1000? she said she doesn't know, she's to busy. So we agreed that I probably wouldn't make it there by 4pm. Due to construction on the highway between here and there. So I couldn't pick up the truck because I lack a major credit card. And I have no one that wants to drive 275 km and let me use their name and credit card. Now I got 50$ taken from my visa debit card. How the he'll does it work now, but it couldn't be used for the deposit. I want my 50$ returned to my visa debit card. This is outrageous. And the poorest customer service from the Uhaul agent on the live chat, and the woman in quesnel. I should be moving out tomorrow. But I still have no truck, I'm out taxi and fuel costs and now 50$.

A couple of months ago, I went on line to rent a cargo van. It was so easy and everything worked out smoothly.

This past Tuesday, I went back to the same location (without a reservation) to see if they had availability, which they did and he would not accept my Visa Debit card, which is the same card I used the first time. He told me it was not a "real" credit card and the system would not accept it. I explained it was the same card I used 2 months ago and this did not matter to him.

I went to Lowes and used their rental van and they accepted my card just fine.

When I got home I received the email below from U-Haul saying that my reservation was accepted today. See email confirmation below:

---------- Original Message ----------
From: [protected]@uhaul.com
To: [protected]@bell.net
Date: August 28, 2018 at 1:59 PM
Subject: Your U-Haul order

U-Haul Sign in/Look up order
Your order is confirmed.
Your master order number is: [protected]

WHAT ON EARTH IS HAPPENING TO YOU PEOPLE. VERY INCONSISTENT INFORMATION. NOT GOOD FOR CUSTOMER SERVICE. FINE ONE DAY, THEN NOT THE NEXT?

TERRIBLE AND VERY DISAPPOINTED.

We booked a truck for 3 days over a month in advance to move our daughter. Since there was a gap between when she had to move out and into a new place. To make it less stressful, we booked the extra days so we can load truck and leave it for a day then unload. They have no issue until the day before we are scheduled to pick it up and say we can have from 5 PM to 5 AM on the first day of the scheduled rental. The "Guaranteed Reservation" on the website is nothing guaranteed at all. They guarantee to phone you the day before and tell you what you can have and when, despite what you have booked.

I rented a Uhaul van on 8/4/18 and was given a quote $ 167.00. I completed the rental and returned the van without any remarkable incident. When I checked the card i used i noticed that I was charge twice by UHaul 8/7/18 for 167.66 and 8/8/16 for 152.18. It is impossible to wait for customer service line. I was on hold for more than 30 mins and had to hang up. Need to have the charges reversed.

So I rented a Uhaul on 7/6/18 and after returning the truck with the same amount of gas I got charged an extra 30 bux that same day and the clerk never told me I was going to after he printed out my receipt and everything and then a whole month later they are still continuing to charge me its only $10 but I am not undersdtanding why. I want my money refunded or I am going to the BBB.

I rented a 20' truck on 7/18/18. I had a blow out on I 95 on 7/19 and then on 7/20/18 the truck broke down while I was driving. Fortunatly, I was not on I 95 when that happened or I probably would have been seriously hurt or killed at the high rate of speed myself and other vehicles would be traveling. The emergency staff were very helpful. My complaint is that basic maintanence was not performed on this truck. The mechanic said oilwas low and battery was very low. These trucks should be evaluated for safety esch time they are returned to avoid theses circumstances. The truck had to be towed and all of my furniture was damaged because of the tow. Everything shifted inside the truck. I had recently haf two heirlooms restored that are now damaged and my deceased fathers desk, solid oak, was destroyed. I am asking for a total refund for compensation for the damage. My dad's desk was irreplacable. Thank you
Barbara Schnatter
[protected]
[protected]@aol.com

We waited over an hour for our change because they had none on hand. I missed a appointment, there were no apologies or compensation I am very disappointed and promise to not return and let my friends no to never visit this location. They actually went to the bank for change with an office full of customers on a 90degree day, no air, no water just awful management.

I received two large bogus charges from uhaul. When I spoke to them, I was told that I was being charged for mileage of 140 miles and the other was a $205.00 hold fee. I used 51 miles, staying in town, took one load from my old home to my new home, an of course the pick-up/return of the truck.
Uhaul stated that they could file a dispute, and it would take 3-7 days to hear a response from them.
I told uhaul that because we were not prepared for this, (we had already paid in-store $85) my acct is now overdrawn. I am now unable to buy food for the house, & I asked if the charges could both be withdrawn, at least while uhaul is investigating. I was told that they could not do that, per company policy. So now, I am literally worrying myself sick over this. I already suffer from migraines due to a benign mass, but my bp is up also. I can't even think straight right now, and don't know what else I can do.

I rented a truck the first week of june 2018. I told the reservationist about what all I had to move. She suggested the size of truck that I would need (I know nothing about sizes). When I went to pick it up on 06/09/2018 the truck was clearly too small. I told the manager, kevin, that it was too small for what I had to move. He told me that it was much bigger than it looked.. I requested a larger truck but I had to take that one. My plan was to get everything in one load.. It took three. As a result I had to pay the movers twice as much money. I looked at my online banking and saw that they had taken out more than was quoted. I called the manager and he said that I had driven more miles than I had told him when I rented the truck. I said; well yes.. Because the truck was too small and I had to take more trips that planned. They have made a lot of money off of me in the past ten months.. I have been renting storage units from them.. I'll be moving my belongings. He said that because I "took that attidude" that he would do nothing about it. Uhaul is a rip-off company. I am filing a complaint with the bbb and the texas attorney general's office against them. Needless to say that I will never rent from this scam outfit again!

My husband rented a U-haul truck in May (under Phone number [protected]) at MPG Equipment in Eufaula, Alabama 36027. Returned the truck May 14, 2018 to MPG Equipment in Eufaula, Ala 36027. Should have received a refund check from U-haul for $165.07. On June 12, 2018 we have still not received the refund! I called U-haul customer service and was told the check had been mailed out and that it sometimes take a few weeks for the check to make it to our destination. (I waited for 30 minutes on the phone before I was able to talk to an individual). On 6/21/18 @ 2:45 pm, we still have not received our refund check, I called U-haul customer service the second time. It took 15 minutes this time before I was able to talk with Debbie. I was told the check was mailed out on May 18, 2018 for $165.07 but did not have a street address. Debbie could not locate anyone who could tell us where the check was! She corrected the mailing address in several areas and sent an e-mail to (I believe) a supervisor filing a complaint (#1835383). Said I should receive a reply within 72 hours. I also called MPG EQUIPMENT at [protected] on June 21, 2018 and was told they could not rent a u-haul without putting a mailing address in the computer and that it was probably a "computer glitch"! I don't know where the fault should be placed but I do know this is VERY POOR business on U-haul's part. If I did business like U-haul is handling business I would be arrested for not paying my debt! Now we wait for someone to locate a check and send to us?