U-Haul Customer Service Issues

My U-Haul dealer is upset because I kept the truck longer than originally estimated. He threatened to involve the police, claiming I stole the truck, which is unreasonable. I made him aware of the truck's location and am in the process of unloading my belongings to return it today and settle the extra time charges in cash. I admitted my mistake and apologized, but he became increasingly agitated. I would be deeply upset and frustrated if the police show up at my house wrongly accusing me of stealing a 26-foot U-Haul. Rest assured, I have no intention of keeping this large vehicle unlawfully. Being falsely accused is unsettling. Despite this unpleasant experience, I intend to pay in full for the truck's use. It is unfortunate business practice, and I will reflect this in my review of his service. Wishing for a better day ahead for you than mine.

I was in a car accident involving a U-Haul that the other driver claims resulted in injury. In August [redacted], my family and I moved to Jacksonville, Florida using a U-Haul truck. The other driver is claiming personal injury, and I need to speak with a Claims Rep about the next steps. I previously talked to DAN at Ext 54 [redacted] in [redacted]. I have full coverage, including liability. I must respond to the summons quickly and find out who U-Haul's attorney in Mississippi is. If they need a recommendation, I suggest contacting Robert R. Willard, ESQ at [redacted]. I need immediate assistance as I couldn't file the claim online due to date issues.

I rented a 15' moving truck and experienced issues with the fuel level discrepancy during pickup and return. The application prompted me to upload photos if any conditions were not agreed upon, so I uploaded a scan of the fuel gauge showing just over 1/4th of a tank instead of the stated 7/16ths. Despite returning the truck with the same fuel level, I was charged $68.50 for not meeting the 7/16ths mark. I only traveled 6.75 miles, so the discrepancy seems unfair. The dealer confirmed everything was documented but advised me to contact U-Haul billing. I believe I am owed a refund for the erroneous fuel charge. Kindly review the uploaded photo for verification.

U-Haul initially promised my box delivery on Oct 18th, but it has been delayed to Nov 2nd and now to the 11th. I require the necessary paperwork to file claims for my belongings and handicapped equipment inside the box. Once my military dependent card expires, I will need assistance with hospital costs, medicine, and Tricare coverage starting in [redacted]. I kindly request a cap-tel phone due to my hearing impairment, a toilet rail, and a walker with large wheels suitable for rough terrain. My expensive depression dishes are also included in the shipment. To access medical benefits, I need my husband's DD214 for identification. As I am on a limited income, please refrain from further charges. Your prompt assistance in sending my handicapped items is greatly appreciated. Gloria W. Former Address: [redacted] Bubzy Road Kingstree, SC [redacted] New Address: [redacted] Konga Drive Cleves, OH

I made a reservation for a rental at [redacted] Ogeechee Road, Savannah, Georgia. While using the 10’ U-Haul truck with a tow dolly, the truck suddenly stopped changing gears and became immobile. Roadside Assistance had to come to retrieve the loaded cargo van from my home. Now, the staff at the site is insisting that I must find another vehicle to pick up the items loaded, or I will face additional charges. I have asked for a new reservation or to consider this a mutual inconvenience. The call center has been supportive, but the staff at the [redacted] location seem to be exploiting this situation. I am reaching out for help to ensure I receive the excellent service your company prides itself on. I would like to reserve a replacement truck at a different rate to complete my haul. I shouldn’t be held accountable for the vehicle malfunction since unforeseen issues can occur, but the responsibility does not lie with me. Thank you, D. Taylor

I selected the 24/7 pick-up option, but unfortunately, I am having trouble picking up my reservation. This situation is causing me stress as I am already running behind schedule and have wasted a lot of time and money trying to resolve it. Despite informing Uhaul of my lateness earlier today and receiving reassurance, the pick-up process has been far from smooth. I have already spent over an hour on hold with the [redacted] number without a solution. I am desperate for help as I urgently need the truck for my ongoing project.

I rented a U-Haul from McLendons in Tacoma on 11/29/21. The U-Haul was not prepared for our pickup, and we had to wait almost 40 minutes for it to be cleaned, making us late for our scheduled pickups. Unfortunately, the U-Haul was still dirty, especially since I was picking up white furniture. The cab was also unclean. The lady assisting us was kind, but the overall situation was unsatisfactory. I kindly request that this issue be addressed. - Brandon and Heather Adams

I rented a truck on Saturday. The employee at the counter didn't check the gas level or cleanliness properly. The inside of the truck was dirty with uncleaned surfaces. This was concerning due to Covid-19 sanitation regulations. Despite having a one-day rental, I was overcharged $45 and $62. When I called to inform them I was on my way, a rude employee called shortly after asking for the truck's location. This caused unnecessary stress and delayed my return.

I had reserved a 15-foot U-Haul from the Mission Avenue U-Haul location in order to move one way to Yuma, Arizona. When I arrived, I was informed that my reservation had been changed, leading to a series of inconveniences. After some difficulty, I ended up renting a 10-foot truck which was not in ideal condition with graffiti on the driver's side and missing a key to open the back. To make matters worse, I had to drive extra miles back and forth to rectify the situation, leaving behind some of my belongings due to the smaller truck size. Upon returning the truck, I was wrongly charged a gas fee, which was later refunded. I am seeking a total refund for the troubles and losses I experienced, including the additional mileage, the condition of the vehicle, and the overcharge. I have contacted Corporate and the BBB and am awaiting documentation of the refund. - Michelle D'Amato

I made a reservation for a vehicle with the company, and their customer service team confirmed the location. When I arrived to pick up the truck, no one was there. I have called customer service four times, and each time they promised a field manager would contact me within 10-15 minutes, but no one has reached out. I have spent a total of 3 hours on the phone with U-Haul and an additional hour driving back and forth to their location. Without my consent, they have now booked me at a location [redacted] miles away, and I have not received any further communication from them.

Hi, my name is Fred Dumonde. I want to share about my recent disappointing experience with U-Haul's customer service. I rented a truck in Elliot Lake, Ontario, Canada, with contract number [redacted]6 and customer number [redacted]0. I prepaid $[redacted] CDN as a deposit and was told I would receive a refund upon returning the truck in New Liskeard, along with a $50 discount refund. However, when I returned the truck, I received no refund. I asked the attendant to deduct the gas cost from my refund, but he refused and was verbally abusive. Despite complaining to U-Haul and being promised a resolution, I received a bill for gas, a late charge, and incorrect GST charges. I tried calling the U-Haul alert system at 1-[redacted] multiple times but received no assistance. This experience has left me frustrated, and I will not be renting from U-Haul again due to this recurring issue with the New Liskeard dealer. Fred Dumonde.

I had 24 hours left to return the truck when the key was misplaced. I received a voicemail informing me I had until the next morning. However, when I arrived home, my roommate told me Uhaul employees had taken the truck. Uhaul is charging an impound fee, a cleaning fee, a late fee, and more. Uhaul has withdrawn my entire paycheck today. I have children to feed, bills to pay, rent to cover, phone repairs, and gas expenses. I urgently need that money back to take care of my family. Please assist me in getting a refund.

I made a reservation yesterday. When I arrived at the store this morning to pick up my truck, the employee behind the counter was distracted by his phone. After getting his attention, he handed me the keys to a cargo van, which I did not book. Despite informing him that I reserved a box truck, he mentioned they didn't have one. He suggested sending my reservation to Pasadena. Upon reaching there, they had not received my booking and gave me someone else's reservation. Having to travel over 20 miles from the original store to Pasadena added nearly 40 miles to my trip. The staff in Pasadena offered a $15 credit which is insufficient in my opinion.

Hello, my name is Warren B. I rented a U-Haul on May 3rd with Contract Number [redacted]6. Unfortunately, the truck I rented broke down due to a known starter problem. Despite only having the truck for about 8 hours and not being offered a replacement or refund, I had to tow it to my destination and now require a second vehicle to complete my move. Luckily, I will be able to rent a smaller truck locally to finish. I believe a free rental for the second truck or a refund for the first rental would be a fair resolution to cover the unexpected cost of needing a second vehicle. While I understand breakdowns can happen, I should not have to incur additional expenses to complete my move.

I rented a U-Haul a month and a half ago and was treated terribly by U-Haul employees. Despite receiving a certificate for a truck rental, I was charged $55.47 on 5/3/22 from U-Haul in Opelika, Alabama. I demand an explanation for this unauthorized charge and a prompt refund. The treatment I received was unacceptable, and I expect my money back in my account immediately. The truck was returned on time and clean, so I can't comprehend why this charge was made. I insist on receiving answers promptly. Thank you.

I had an unpleasant and ineffective experience at Lowe's Market Del Norte, Co when trying to return equipment # UV [redacted] B under contract # [redacted]9 with U-Haul. Their service was extremely rude and unprofessional. The staff didn't seem to care about customer service, making me unhook the equipment only to wait for 45 minutes and then be told they were too busy to assist me. Even after speaking to Angel, she informed me that she hadn't processed returns from the weekend yet. This ongoing lack of respect and poor customer service attitude was completely unacceptable. My interaction with them was disappointing, unprofessional, and disrespectful. I believe that this behavior is not suitable for U-Haul or any business. -- R. H.

Last night, we picked up the U-Haul, but upon arriving at the storage unit, we couldn't access it. This morning, when we finally opened the truck, there was a foul odor resembling something deceased, making me very upset. The staff at the U-Haul facility seemed indifferent to our concerns and refused to address the issue. We couldn't switch to a different truck without incurring extra charges, even though we hadn't truly used the truck due to the storage lockout. Despite my attempts to clean the truck, including washing it multiple times, the smell persists. This final move with U-Haul has been particularly challenging, and this experience has added to the overall frustration.

The U-Haul location in Newark, Ohio has been a terrible experience. We initially rented a 5 by 10 storage unit and soon realized we needed a larger one. Despite three different people assuring us of a second-floor unit, when we arrived, it was given to someone else, claiming there were no available units. When we inquired about a bigger unit later on, they quoted a price, but when we went to pay, they suddenly had no units left. This happened twice, and it's incredibly frustrating. We were misled multiple times and didn't receive the unit we were promised. This kind of service is unacceptable, and we won't be using their services again, nor would we recommend them to others. Bogus

I am concerned about the exorbitant charge we received for a truck rental. The truck was used during rainy weather, and despite being 63 years old and in poor health, a lady had to load and unload it alone. She informed the company that she couldn't work in the rain and shouldn't be billed for those days. However, we are now facing a bill far beyond what we can afford on our fixed income. Please assist us in resolving this matter.

Subject: Important Update Regarding Your Storage Unit Rental Dear Mike Regan, Thank you for choosing U-Haul as your storage provider. We strive to offer top-notch storage solutions with cleanliness and security in mind. Our on-site maintenance team at Your Storage Place is dedicated to promptly addressing any concerns that may arise to ensure your satisfaction. Please feel free to bring any maintenance issues to our attention as we continuously aim to enhance our services. In order to better serve you, we are introducing new online services and e-check payment options to simplify your experience. For added security, we encourage you to provide us with your email for future communications and to learn more about our e-check payment methods. Please be advised that there will be a rate adjustment for your Storage Room #[redacted] starting on 8/14/[redacted]. The new monthly base rent will be $[redacted],[redacted].00, excluding taxes and service fees. To maintain the current rate, you have the option to prepay before the effective date. If you have any inquiries, feel free to reach out to us during your next visit. Thank you for your continued trust in U-Haul. Sincerely, Darrius Flood U-Haul Moving & Storage At Buckley Rd Contact: [redacted]