U-Haulit cost me $120.20 to try to do business with u-haul

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a verified customer
Verified customer
Review updated:

I reserved a two wheel car dolly to transport a new vehicle from Toledo, Ohio, home to Hudson, Wi. My reservation was to pick up in Sylvania, Ohio on 7/2/06. The 1800gouhaul service rep stated that someone would call me the day before to arrange time and location. I gave my credit card # and my wife and I took a not very fuel efficient truck to Toledo to pull the new car home.

On 7/2 I called to get location because no-one had called me the day before as they indicated they would. I was told that I would be called by 5 p.m.. I was ok with not picking it up until 7/3, even though my reservation was for 7/2. Nobody called by 5 pm. and when I called 1-800-gouhaul I was told the store in Sylvania/Toledo was closed but that they e-mailed the store to call me between 7 and 9 am on 7/3. Fine.

Of course nobody called me by 9 am on 7/3 so I called 1-800-go uhaul for help. Unfortunately I do not remember the lady's name that I spoke with, but she actually said " you keep calling the Arizona service center, I don't know what you think I can do for you in Toledo, Ohio."

I don't usually loose my cool, but I am 17 or more hours and 3 phone calls (on hold alot) into this and I said "i'm just f---ing calling the 800 customer service number that got me started in this deal." At that point she said if you want to swear at me your reservation is cancelled, and hung up on me.

I called the store in Sylvania, Ohio and told them what was up, she agreed to cancel without charging me the $50 cancellation fee - which is great because u-haul customer service actually cancelled it.

My wife and I drove the two vehicles home, cost me an additonal $11.35 in toll roads - $80.85 for fuel in the vehicle I was supposed to be towing, and the truck I did not need to drive now (for towing purposes) cost an additional $198 in fuel over our other vehicle I could have driven. Minus the $170 in rental fee I did not have to pay - this u-hual experience actually cost me $120.20. IT COST ME $120.20 to try to do business with u-haul.


  • Al
    Allen Zhang Jul 27, 2019
    This comment was posted by
    a verified customer
    Verified customer

    They messed up with my Ubox order. My boxes were shipped to location 30 miles away and I couldn't even access them when they delivered there for 1 week!!! Called their customer service and they are not trained well, didn't know what's going on with my order and could't track my boxes.

    0 Votes
  • Jo
    john yocum jr. Apr 21, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Do you how I read it turned out to be way more than I thought it was going to be and at the store I set up to do payment arrangements I just had to go home and set it up but in the meantime U-Haul charged it the card for $400 versus letting me do the payments like promised

    0 Votes
  • Gr
    Grim Aug 22, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I picked up a small, 4' x 8' trailer from a U-Haul vendor for an overnight trip.

    The trailer turned out to have a serious problem that could have easily led to a major catastrophe. I don't know that the issue was the fault of the location where we picked up the trailer. It was probably just the luck of the draw all around.

    The left wheel was making an odd noise when we got to our destination. We called U-Haul and were asked to see a local service center. The mechanic there (who was very helpful) removed the wheel from the axle. He discovered five cracks between the five holes where the lug nuts hold the wheel onto the axle. When he turned the tire over, there were additional cracks in the metal throughout the wheel. There was only about 1 inch of metal left holding the cracked piece in the center of the wheel to the rest of the wheel. The lug nuts were probably the only thing holding the tire onto the trailer.

    Had these cracks caused the wheel to fail, the wheel could have come off the vehicle and crashed into someone else's vehicle. Meanwhile, the trailer would have experienced complete breakdown, which easily could have caused serious damage to my vehicle, and possibly an accident and injury.

    I mention all of this to say that U-Haul dodged a bullet in this case. But those cracks should have been caught somewhere along the way, certainly long before they got as advanced as they obviously were. The mechanic looked up the date when the trailer went into service, and it was 1983. The wheel certainly looked like it could have been original equipment. I would have thought that some system would have caught this problem before it got to the level at which I encountered it.

    I have always rented from U-Haul and had positive experiences with their equipment. But this experience gives me pause. I can guarantee that if I do rent another trailer, from U-Haul or anyone else, I will conduct my own inspection of the equipment more thoroughly, as I came very close to disaster this time around.

    0 Votes
  • To
    Toopiz Sep 19, 2009

    As I tell you this story, please keep in mind my fiance' is a long haul truck driver and has been for the past 15 years with NO accidents-at fault or not at fault. We (my fiance' and I) rented a 14' (non-CDL) truck (rather embarrassing to drive/ride in as it had over 190, 000 miles on it and basically falling apart as it had mega body damage from previous whatever-rentals, accidents, etc.) to transport a bedroom set we bought in February (first time we have ever rented a moving truck from anyone). We drove the truck approximately 55-60 miles total and returned it the same day. Upon return, the worker who was checking us in ran out to the truck asking my fiance' what he had hit; needless to say my fiance' was stunned to say the least. What the worker had pointed out was a seam on the Mother's Attic that had a couple rivets come out, thus seperating the seam. The worker insisted he had damaged the vehicle by hitting something. It was very obvious (and apparent by the photographs he had taken) that we were being scammed big time because the piece was seperated, NOT caved in, dented or 'damaged'. Uhaul charged my credit card over $1500.00 the next day after the worker wanted us to pay him $400-$500 cash or check that day to cover the damage. When I told Uhaul I had spoken to my attorney and asked how they wanted to proceed sine the 'damage' claim was bogus, the manager in their corporate office in Chicago told me they would have to first get their insurance adjuster to assess the 'damage' and go from there. HELLOOO?? Why was my credit card charged over $1500.00 when the adjuster had not even assessed the 'damage' at that point? Needless to say, it is now August and I am still fighting with Uhaul over this bogus claim. Oh, by the way, my fiance' has a cousin that use to be a manager for Uhaul (not this same one) and according to him it was common practice-even ordered to do so-to send people out in damaged vehicles and charge them for the 'damage' they had supposedly incurred upon their return. He will send an affidavit to court for us as we are NOT going to let this slid by. Please be careful, especially with this particular Uhaul store.

    0 Votes
  • Ba
    Back Aug 16, 2009

    I had reserved a Uhaul moving truck to be in North Bay, ON for the last weekend in July 2 weeks in advance.

    I was LIVID when I found out I had to drive 3 hours to pick it up, and of course another 3 back to the house. They didn't have the Uhaul I reserved in the area. I was unable to switch moving trucks for a truck and trailor, and besides it would have been too small!

    I tried calling the 1-800 number many times to speak to the Reservation Manager, but there was never any answer. The phone continued to ring and ring.

    I had called the Uhaul's reservation number to see if there were any other available trucks closer many times, but there was nothing. I wasn't going to waste time trying to call a phone number where there isn't an answer when I could have been on my way to pick up the damn truck.

    And once we were at the office, it took them another hour and a bit to get things organized.

    When asked at the Uhaul company how things went upon returning the truck, I told them what happened.

    I was shocked when Uhaul didn't reimburse the mileage on MY OWN vehicle to go and pick it up. Nevermind the time my partner and I lost for taking time off work.

    All the company did was reimburse the mileage on THEIR moving truck. I didn't even use all the mileage I PAID for, and didn't even get that back either.

    I am very disappointed in Uhaul, and have been sharing my experience with anyone who asks me who I would recommend. It would not have been so bad if Uhaul somehow corrected their mistakes.

    0 Votes
  • Valerie Aug 31, 2008

    So I just got back from the 495 Shrewsbury St, Worcester MA Uhaul and am still shaking my head at their piss poor customer service. Wow. So this morning we get in there early, the girl at the register out flies through the transaction - I really don't think she took one breath. I thought it was weird no one inspected the truck but just took the keys and went. We take the truck out and do almost exclusively highway driving to and from our destination. We bring it back early and they find a "hole" in the roof of the truck and pin it on us. The manager literally RIPPED a hole in the roof!!! Then he said "it's fresh!" We were standing there when he did it!!! I told the GM what happened and she grabbed the paperwork and said "I'm putting you on notice." I don't know what that means? So watch out for Uhaul employees ripping holes in the roof and pinning it on you! I still can't believe what I saw. It was unreal - and they were going to rent that same truck out to someone else later in the afternoon. I asked if it's normal for the Uhaul staff to not check a truck prior to leaving and was told by one Uhaul employee they always walk a customer out to the truck and told by another they don't do it.

    I have witnesses - and would be more than happy to discuss with ANY Uhaul representative reading this - preferably the Massachusetts DISTRICT manager (if such a person exists). Wow!

    My advice: Don't EVER rent from the idiots at the 495 Shrewsbury St, Worcester MA Uhaul!!

    0 Votes
  • Ri
    Rick Oct 04, 2006
    This comment was posted by
    a verified customer
    Verified customer

    On Friday July 7, 2017 I rented a U-Haul truck in Machias, ME to move my belongings back to North Carolina. The agent at the rental company called and assured me that the truck was in good mechanical order since the mechanic had just gone of the truck. I started for North Carolina on Saturday, July 8, 2017 and got about 300 miles into the trip when the engine began to run hot. I stopped in Lawrence MA and called the emergency number to get help. After about one hour a mechanic arrived and checked the truck. He added water and antifreeze waited for about 15 minutes and said to continue on the trip. Just outside Lowell, MA the truck began to run hot again and I stopped called U-Haul and was told after about 11/2 hours that no mechanic was available. I got the truck started and drove to Worcester, MA to get a hotel room and wait for a mechanic the next day. A mechanic did show up that night and determined that the head gasket was blown and a new truck was needed. He called U-Haul and told them what was needed and they said that someone would contact us the next morning by 9:30 AM. On Sunday, July 8, 2017 I again called U-Haul since no one had contacted me and was told that no mechanic was available to check the truck and to stay in the hotel there in Worcester until Monday. I was informed again that U-Haul would pay for my hotel rooms and meals. On Monday, July 10, 2017 a mechanic again showed up a t 10:00 Am and said the head gasket was blown and a new truck was needed. A tow truck arrived at 12:30 PM and towed the disabled truck to Chicopee, MA where I finally got a replacement truck at about 5:00 PM.

    I contacted U-Haul on Thursday, July 13, 2017 and requested that someone work with me to get my reimbursement for the travel expenses. I was told that someone from U-Haul world get in contact with me within 2 days. I did not hear from anyone at U-Haul until July 221, 2017. The representative from U-haul said that they would give me 150.00 for hotels (actual cost was over 600.00 for the three days I waited for a new truck) and 50.00 in U-Haul vouchers.

    This is not an acceptable way to treat a customer who was detained through no fault of his own and that the company is not willing to stand behind the word of its employees. I am intending to take whatever legal action necessary to correct this problem and under no circumstances would I recommend U-Haul to anyone needing this type of vehicle.

    New Bern, NC 28562

    0 Votes

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