U-Haul International
reviews and complaints

On August 16 I rented a pick up truck from All Safe mini storage. To get the truck I had to walk across the street. The truck was parked in front of an old house by itself. No one walked out with me to view if there was any damage before I rented. I rented the truck with the CDW option. Got my first invoice for 46.74 then received another in the amount of $210.39. When I called I was told it was because there was a dent on the drivers door. I didn’t notice a dent and thought CDW insurance would take care of it. There is no way I put the dent and, since no one walked around before to inspect I do not think I am liable for any damage.

On 8-3-22 went to Elyria N.Ridge Rd center to have a trailer hitch installed. When I set up installation on phone I was told that they DO NOT cut into wires but use tee connectors as per your web site also. WELL NOW saw that my rear lights were taken out and wires had been cut .I immediately told tech that I was told specifically that wires were not going to be cut and spliced and that tee was to be installed. He told me to leave area and talk to manager. That's where the unprofessional manager comes in to play. Serinna is her name as best as I know how to spell it. I tried to show her your wire installation on website and she became very defensive. I explained that this is how your site explains how it's done here. She not only spoke to me (when she would) disrespectful but how she talks to employees is terrible. I tried to explain my side of what I was told was going to happen and that's when she walked into back room area and would not even look at me or speak to me when she did come out. I asked another employee to just have them put my vehicle back together as the trailer hitch was the wrong one anyway. Another story there. I was there approximately 4 hours and have never been treated so badly by a manger ever.

My complaint is in regard to UHaul customer service. Not only at the brick and mortar locations but also at the toll free number. Honestly, I can say without a doubt that UHaul has the absolute WORST attitudes towards their customers, and their initiative to resolve an issue.

This is somewhat a long story so Im going to do my best to shorten it up and just state the significant points.

- My wife and I have four children and a dog and we have recently had to relocate.

- Our move was about 35 minutes total so obviously a one way trip. Having a large family, a lot of property, and a fairly long move we decided to rent a 15 ft. box truck to get everything in one trip. We would also be renting a UHaul pickup truck for about 1 week upon returning the box truck. And, finally, we would be renting a 10x15 storage unit for our property until our home was ready. There is a promo that states if you rent a truck and your trip is one way then you get a free storage unit for a month. You pay NOTHING for 1 month. So I would have to pay on August 20, 2022.

*TAKE NOTE* It was clarified 5 times with the representative that we would not have to pay ANYTHING AT ALL for the storage unit until [protected].

- Our first obstacle was an "E Alert." We had no clue what this was but it is when you owe money to UHaul you cannot rent from them until you pay the outstanding bill. There was an E Alert on my name that I was unaware of which was a result of my identity being stolen in 2016 for a trailer. The only way to get around that without a lengthy process involving a police report and investigation was to pay the E Alert. Mine was $176 so I paid it.

- I rented the 15' box truck and agreed to return it the following day (in 22 hours) so that another family could make their reservation. Our storage unit and pickup truck were reserved for the next day.

- We loaded our belongings that night and proceeded to the storage unit the following day to unload and store our items.

*1st Issue: Upon arrival at the storage unit facility it was disgusting. It was in a very bad area of town. It looked like an old dilapidated building.

*2nd Issue: There was no visible entrance or phone number to contact anyone. There was, what used to be, a doorbell of some sort on the front of the building but it was all busted and hanging from loose wires coming out of the wall (electrical hazard!)

*3rd Issue: I finally made entrance by locating a large garage door out back where someone was back into and loading/unloading some items. I was able to find a phone inside the building that rang to the main office (several miles away) which is where I had to go in the first place to get everything set up, however, I was never informed of this and had I been this could've saved a lot of gas. Considering the truck is very hard on gas that would've been a great savings. But there were only many more miles to come.

- I proceeded to the main office to get set up with our storage unit. This as at 12 noon and the truck was due to be back by 2 for the other reservation. Once at the main office I was ordered to pay $159 that, not only I did not have but also that I was told 5 times that I would not have to pay anything until August 20, 2022! I told the representative this and their response to me was,

"I dont care what they told you! You're not getting one of my units until you pay me the $159."

- I did not have this money as the unforseen $200 for the E alert set me back significantly. Needless to ay, I did not get a storage unit. I proceeded to call UHaul to get a resolution. I was on hold for over an hour just to get disconnected and have to call back and wait again for another 48 minutes.

I finally got through but by this time the truck was late getting back, I still had it with all of our belongings in it and no storage still.

- Now it looks bad on me. It makes me look like I'm not a man of my words and that is not acceptable to me. In addition to that, it is costing me more money that we dont have. I spoke to a "traffic controller" who told me that he extended the box truck for another day at NO CHARGE TO ME. He also told me that a manager from a storage unit facility would be calling me back that night to get us into a storage unit free of charge so that we could get our property out of the truck and get the truck returned. I NEVER RECEIVED A CALL BACK FROM ANYONE AT ALL THAT NIGHT. It has now been 6 days; I still have not received a call from anyone. I have called everyday, been hung up on, been treated very poorly, have received no resolution to this issue, and still have the truck with a bill racking up daily, and all of our property sitting in the truck in this immense heat.

- UHaul has a guarantee on their reservations that states if your reservation isnt available then they will pay you $50. I was told that I would receive this and still have never received this. Also, because this is a mistake on their behalf, I should not be responsible for this bill accumulating everyday.

- I was basically called a liar by a manager so I advised her to go back and review the calls and she said that she would review them and call me back. Her name is Felicia. Felicia did email me and said that she was in the process of listening to the calls, however, I have not heard from her since. I have sent her several emails to no avail. This is day 6, going on day 7.

- This has accumulated to over $385 now when it should've only been the initial $46.00 plus mileage. This is unacceptable. And we still do not know when, or if, this will ever be resolved. So, here I am documenting all of this and I will be posting this to every social media platform to make others aware so that hopefully no other families will have to go through this. Im also submitting this to the BBB, the UHaul CEO Joe Shoen, local and regional news agencies, Google Play Store App Review, and the UHaul complaint site.

-This is totally unacceptable for a multibillion dollar company to treat their customers in this manner and to rip people off this money. And we, as customers, and citizens are responsible for putting a stop to it and putting a stop to UHaul. There are many other outfits such as Penske Truck Rental, Mayflower, and now due to the many apps out there it is even an option to rent trucks or vans from individuals at a much cheaper rate.

Why contribute to a large outfit like this when their only goal is to treat you poorly and take your money?

If anyone has any questions I would be more than happy to answer! I can be reached at [protected]@gmail.com

Thank you!

Five weeks after renting a u-haul, I received a text billing me for a speeding citation. The time that the citation supposedly occurred I was parked at a storage unit. I have dated and timed texts with the movers that were meeting me. There is nothing specific about this citation. No location just date and time. I am not paying the $60 citation plus $30 administrative fee for something that cannot even be explained by uhaul. This seems to be an ongoing issue and I think a class action lawsuit my be warranted.

I reserved a truck on Monday 05/23/2022. Got to location for it to be closed and my reservation cancelled 45 to the place for them to make reservation at another place costing me another fee. Get there to uhaul having a system outage. Now. I’m stuck on side of road in not a very safe neighborhood. To be told they have ETA as to when system would be back up. I stuck standing in the rain trying to verify my driver license. Finally get truck get down the road and ac is blowing straight gas smell. Now after going through all I just did I rolled the windows down. By Tuesday I started feeling a sore throat headache burning breathing. Still smell of gas but I already paid for this one and went through hell. Now Tuesday night I can’t breathe head hurts coughing. Now we on Wednesday I’m in the aER with possible carbon monoxide poisoning. I want a full refund my medical paid my day I missed from work. I’m hiring an attorney how do the ppl who store and care for them for Uhaul don’t care you can die from inhaling gas

3/16/22 I have been charged for a toll fee I did not have, I have been charged for a toll in az.and I was never near az. so I want my 6.53 dollars back.

On 02/05/2022, I attended the 2275 Barton St E, Hamilton ON location and dealt with Colin Weese. I am very concerned about this young man's response to this situation. On 28/4/2022, I spoke with Customer Service clearly identifying the fact that I could not locate my receipt for a trailer hitch that I had installed in 2009. This hitch had a lifetime warranty on it. I was provided an appointment, contract # [protected] and was advised that there would be no problem with the warranty and not having a receipt. The customer rep stated that the uhual installer would be able to see that it was a Uhaul product. I obtained time off of work and had to be dropped off. I encountered Mr. Weese. He was arrogant and took several opportunities to remind me of his authority, stating that he superseded anything customer service said and noted. He seemed to not care about what I said nor understand what it took to get the vehicle for this scheduled appointment. Would not look at any solutions and when asked for him to reach his supervisor, Mr. Weese refused to do so. I have attempted to reach Mr. John Fisher and have been unsuccessful. I am very unhappy with this man's customer service and was appalled by the way I was treated in front of other customers in the store.

He seemed to make every effort not to help rather make every effort to deny service. I have used your company numerous times and I am hoping that I can continue to say I will but with people like this in this role, I will not be using Uhaul especially at this location. I would like to speak to someone about this in further detail. [protected],

My sister Kim Baird rented a uhaul in Tennessee and I called in to pay for the first 4 days. I called back again and paid for an additional 3 days. At NO POINT did anyone tell me that my card would be kept on file an ALL charges would be debited. I am now out $468.00 on charges I did not approve. I have contacted the local uhaul in Kinsport and spoken to the manager and she said that when my sister signed the contract and I gave my debit info I authorized them to use it. At NO TIME did anyone relay that information to me. I told her it would be a good idea to let the party calling in know this. If I had I would have never left my debit info. I agreed to pay for the initial $120 & subsequent $99. I contacted the main office and the lady there said she does tell the parties calling in. She may want to let Kelly at Uhaul in Kingsport that this a procedure she should do so people arent caught off guard. POOR POOR SERVICE!

Kelly Decker

1418 Hazelwood Ave

Richland, WA 99352

A member of our organization rented a U-Haul truck for organization use. It was returned with damage, which we had purchased insurance in advance to cover. They went ahead and billed us, claiming we abused/misused the vehicle, and we took it off road, all untrue and libelous claims. When we tried contacting them multiple times to discuss it, all we were told the was the same story, without any reason or proof for why our damage left the category of damage, and became "abuse". They freely decided that our damage was caused by abuse, an insulting story indeed. This means they can decide to void insurance whenever they are in the mood. In the meantime they sent it to collections, and they refuse to tell me what collections agency it was sent to, claiming I need to wait a few months to find that out. Very disturbing.

Week of March 7-11 I went into Missoula U-Haul numerous time to.have hitch installed and get estimate on renting a 5x8

trailer and made a reservation for that trailer(

[protected])

Nicholas gave me a price for trailer verbal to be around “$100.When the same person wrote reservation order somehow the price changed to $133. Plus tax $5.32

Clerk at the counter was very rude to me and that rudeness quickly spread to

the rest of the crew.

Then saddley in numerous phone calls from U-Haul around MT that there was a problem honoring reservation for 5x8 because of equipment shortage.

Saturday March 12 I called to check on 5x8 reservation. The clerk that answered the phone improperly had no idea how to turn computer on and no one else was in to answer my

Questions about reservation ([protected])

Trailer hitch no.[protected] was installed properly by Nicholas same person that gave me initial $100. Price on a 5x8 trailer

I have rented in the past trucks and trailers from U-Haul with ease. Now it seems the system has become absolutely complex and difficult.

Our experience matches the two people above. We received a bill for $7.30, we paid it on 9/29/21. Today we received another bill, shoeing the 7.30 as a credit along with a new bill of $36.60.

We paid each and every toll on our two day trip. There was ONE toll that was down due to construction. We do not mind paying a toll fee that we couldn't pay because it was down due to construction, however, it is not fair to have to pay additional fees through uhaul!

I called 7 days prior to a job to reserve and rent a 10 foot van moving truck. This was for a one way trip from Regina Saskatchewan to Saskatoon Saskatchewan.

When I checked in online, the truck was at the correct pickup point in Regina, the location I discussed with the service representative. Once I paid for the rental online the truck is no longer available in Regina Saskatchewan but is 3 hours away in another city, Swift Current, Saskatchewan.

I call customer service and after being transferred multiple time and on hold after every call/transfer, I am informed no truck that size is available in Regina. Please keep in mind I have checked in and paid for the rental already.

I am now forced to rent a larger vehicle at a higher rate since its the only truck available. It is $60.00 more to rent, the service representative cannot cancel the original 10 foot van truck that is in Swift Current and I cannot receive a refund for the original rental.

I want my original rental cancelled and refunded as well as refunding the difference between the original rental and the new, available rental.

My name is Paul Clark…I rented a 6 x 12 enclosed trailer in York PA on 10/11/21, returned it today 10/13/21 at 11:00 am within time frame required to Millsboro, DE. As per instructions I called Route 24 Self Storage to inform them I was bringing the trailer back. I was asked "Let me guess, you don't know how to unhook it"…so condescending it may me angry. Responded I would appreciate the assistance. When I arrived I unhooked it myself, took my paperwork to the doublewide office. The gentleman there only stepped out of the office with binoculars to check the unit #(4493 E)…and said it ‘looks good', that I would get an email receipt. He never physically inspected the trailer. I told him that I did not appreciate his condescending attitude, to which he rambled on that he is not the owner, it pisses him off that he "can easily unhook them even though he is 5' 7" and weighs 175 lbs, yet people expect him to unhook them"….and that they are not a UHaul dealer, and that they make a million dollars off their storage business but only $50, 000 off the UHaul business. Out of concern that I would not get a receipt, or that he may claim I damaged the unit, I took a video walking around the entire trailer, and am submitting this concern to you. Thank you.

We had a 26' truck rental reserved for 10 a.m. Saturday, July 31, 2021.
We got a call Friday afternoon saying that the truck wouldn't be available until Saturday afternoon about 4 p.m., along with an offer for a 'deep discount' if we drove the truck back to the pick-up location in South Bend IN. We weren't thrilled about all of the extra time & effort that would be required to do this, but the price was certainly better. Then we got another call about midday Saturday, saying that the truck wouldn't be available until Sunday afternoon around 4p.m., AND we got downgraded to a 20' truck. They did knock off another $20 for taking a smaller truck, but still required that we pay regular rates for the additional time needed to return the truck to the pick up location. After refusing to accept such a late time of day for pick up, it was moved up to 12 noon on Sunday - all in the same phone call. Then we got ANOTHER phone call at 10:30 Sunday morning, saying that no truck was available at all, & none WOULD be available at any time in the future because the location was really only concerned with the business that the University of Notre Dame brings them. But we could call the regular general 800 number to bring U Haul more business anyway. Having no other contact to talk to at U Haul, we called, trying to see if anyone anywhere else within any kind of driving distance had any trucks. It wasn't terribly surprising that nobody had any at that late last-minute attempt. We finally arranged to pick up a 26' truck in Lansing MI (also our destination) for Saturday August 7. We were also offered a $50 voucher to make up for the trouble we'd had so far. Not a great offer, considering the jerking around we'd gotten, but at least it was something. It turned out this voucher is apparently not available to collect on though, as we got transferred around 5 times during this hour & a half phone call, & the most of a response we got in trying to get our voucher was the customer service agent wanting to know "who authorized that", in a tone that thoroughly implied we were trying to steal from the company. All of the customer service agents were happy to add on additional services such as car dolly rental & furniture dolly rental at the regular rates though, along with re-offering the standard 1 free month of storage that comes with a truck rental, as if it were a special big deal. Only to then transfer us over to the next agent for our voucher, who also 'knew nothing about it', before transferring us to the NEXT agent who 'knew nothing about it', & so on through FIVE PEOPLE. We finally just hung up while waiting for our 6th agent, out of a large abundance of frustration & aggravation after an hour & a half of all that. Doing an online search on Monday revealed that U Haul failing to keep their promises & guarantees seems to be a fairly standard practice.

My idea of a satisfactory resolution to this total fiasco would be that $50 voucher plus free furniture and appliance dolly rental plus 3 months of free storage. Or a $100 refund on our rental this weekend of August 7th, 2021, assuming that everything goes through as you would normally expect of such a major long-standing company.
(Exactly what is "a miximum of 240 symbols" for the "desired outcome" category? I had to take an extra 10 minutes just to figure this part out after I couldn't submit this claim as it was.)

I called Uhaul again today on 7/21/21 and ask why haven't anyone folled up from corp she said they close my complaint and that the manger said she did sent me the link to my phone and that it did go thru I said she lying because when I told her I didn't get the link she said it doesn't matter but it does matter because thats how they calculate the miles why out the blue on 6/26/21 when I returned the van I was ask out the blue by a different manger did I recieved the link I said no she then said something wrong with my phone the problem is they chose not to send me the link so they can over charge me and the state of fl told them to do that because the van wasnt on my reciept on 6/25/21 it says equipment but the van was on the reciept from 6/26/21 Uhaul just didn't know who they was dealing with I recorded both conversations and took video and pics from both days instead of them following up they chose to close it thats a big red flag. they know they were wrong and not trying to fix it so how could you tell a customer that didnt get the link they went 100 miles over you cant then have the nerve to look in the system going by the previous customer miles which is unethical behavior and no customer is going to play games about their money and she gave me a number im not calling that number its their job to follow up I guess thats why I was never called the number is from broward I rented from Miami fl 18400 n w 27av Miami Gardens

Reservation confirmation received via email on 6/12/2021:

Reservation #: [protected]
Requested Pick Up
Location: Niagara Auto Specialties
236 Sweeney St
North Tonawanda, NY 14120
Pick Up Date: Saturday, June 26, 2021 at 10:30 AM
Drop Off Location: U-Haul of Southside Plaza
500 E Belt Blvd
Richmond, VA 23224
Drop Off Date: Wednesday, June 30, 2021
Equipment: 15' Truck

I drove to the above location on 6/23 to confirm date and time of truck rental pickup (6/26 - 10:30 am). There was a hand written note to contact U-Haul regarding rentals and a phone number. The call was returned by "Dominic" who asked questions about how I had coordinated truck rental reservation and where I was going to use the truck.
I shared that the rental arrangement was made on line and that I had selected the 15' truck that showed as being available at his location, and that it was for a one way trip to Richmond, Virginia - all information provided for reservation that was made on Saturday, June 12th. I detailed that his store was the closest location for me.
Dominic shared that "while I hate to lose the commission, there is no way my truck can make that kind of a drive...and that someone from U-Haul would contact me about other options."
I inquired why he listed the truck to be available if it was not, and what would have happened if I simply showed up as planned Saturday June 26th at 10:30 am - with movers already scheduled and paid in Buffalo and Richmond?
No response other than U-Haul will be in touch.
I contacted U-Haul through a 1-800 number and was told that someone would be in touch the night before my move and that I would be provided a location for pickup and they would try to match the truck size I had originally reserved.
I now have to arrange for someone to drive me to pick up this truck at a location that is unknown and perhaps for a truck larger or smaller than my needs!
How is it that a franchisee or whatever the above location is - can make a 15'truck available for rent on line, then tell me it isn't - only after I took time to double-check the date and time for picking it up?
I sit anxious with no assurance I will have the vehicle I (thought) I reserved almost two weeks ago. Given treatment to this point, I'm very insecure that this will go smoothly.