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U-Haul Customer Service

User Reviews, Ratings and Comments

U-Haul customer service is ranked #190 out of the 629 companies that have a CustomerServiceScoreboard.com rating with an overall score of 45.09 out of a possible 200 based upon 77 ratings. This score rates U-Haul customer service and customer support as Disappointing.

NEGATIVE Comments

66 Negative Comments out of 77 Total Comments is 85.71%.

POSITIVE Comments

11 Positive Comments out of 77 Total Comments is 14.29%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • We dropped our van off for a hitch in Arvada, CO - 6275 Wadsworth Bypas- Finding on pick up - they broke our tail light and drained our battery!! Whatever they did on installation continues to short our battery- on returning to have the hitch removed -Manager Dawn would NOT talk to us.Deanne Holland, Staff, was yelling at us- trying to humiliate us in the store. We had to file with their insurance! They would not even call to make their own claim. TERRIBLE SERVICE _ TERRIBLE EXPERIENCE - will never use UHAUL again and will see about proceeds for small claims court.

    UNHAPPYCustomer 5/19/13 1:21PM
  • rented a u_Haul 26 footer and a 6x12 30 miles from from where i picked up the truck we had a bad blowout family following us were weaving the rubber from tire we call roadside service 3 hours later they show 11:30 pm to 2:30 am we got luck and were able to creep 1/8 of a mile into a rest area we checked the blowout and the tires were dry rotted with less than 2/32 of thread we ended replacing both tire the one right next to it on right side almost caused a freeway accident putting me and my family in harms way we called the company not even a sorry just things like that happens i spent 1,200 dollars and nada contract no. 4/19-4/21i keep calling just to get hung up on time after time b ut i will keep calling i call uhual co is there another number i can call ty.

    mpeig52 5/13/13 5:22PM
  • This Is The Worst Company I Have Ever Seen Got A Broken Truck Took A Broken Down Truck There Help Never Showed Up Stuck Had 2 Pay Numerous People For Jump Starts The Truck Died Every 20 Minutes Stuck On The Side Of The Road With A 87 Year Old Woman Inside Left At 1o Am Didnt Get Home My Destination Till 4am I Will Never Use This Company Again There Emergency Help Told Me 2 Pump The Breaks Like That Will Charge The Battery Beware This Company Is A Total Rip Off And Gave Me The Wrong Map I Will Never Pay For Your Services Again 2 Collection Agencys Have Already Dropped The Case Use Any Company But Not Uhaul Plus They Gave Me A Larger Truck Which I Didnt Need

    JONI KHANNA 5/13/13 10:52AM
  • Rented a truck out of town and on line. Never again. Not only did they send me to the wrong location but overcharged me in excess of $40.00 and said too bad. In addition, I was never asked to provided a drivers license for myself or the driver I brought with. He had no clue what I ordered adn it wasn't ready. The experience was unprofessional and stressful. Customer service was no help two days later. They listened but didn't really care I was emailed a different price and location. There resolution was have the store manager contact me in 48 hrs. Not sure what kind of resolution this would have. Never again for out of town U-haul service.

    Heather 4/8/13 8:24AM
  • For one we didn't even pick up the uhaul from this location but the customer service thinks we did because that's what it says on the contract. We were sent to 3 different locations across Calgary before we actually got the truck that wasn't even supposed to leave Calgary limits!!! Truck is to be scrapped. Their response was "surprised you guys made it". 2 kids and myself, thanks jerks. Then I call and complain and they refund my money, redo my contract to hide the fact the truck was in rotation and not allowed to be on the highway. Then these guys CHARGE ME AGAIN!!! And MORE money to boot! And get this... I call them to ask why they charged me after giving me a refund and the girl in Calgary office says it was a BRAND NEW truck and said I picked it up in Balzac because that's what it says, when I told her that truck was to be scrapped she calls me a liar even after I ask her to call the drop off location or for her to give me her phone number so I can have the drop off call her. Guess what happens... Yup SHE HANGS UP ON ME!! I am still waiting for the regional office to give me a call back about A)my refund plus charging me more and B)why they remade a new contract trying to hide the fact they endangered my family and I. (The trip was 3 hrs) But I bet they won't and I'm going to have to call again and get the runaround. I ABSOLUTELY DO NOT RECOMMEND UHAUL whatsoever. They have horrible service and they just act like children. Please especially if you are from Calgary try to find a different company!

    Robert Ambrus 4/3/13 8:49AM
  • Go With Penske Or Budget Truck Rental!!!!they Have More Competitive Rates As Well As Stick Behind Their Product. No One Thinks Of Them. We Rented A 26'uhaul And A Car Carrier From Them, The Experience In Arizona Was Awesome!the Rental Place And Staff Were Not Only Very Professional But Nice As Well And There Is Excellent Storage There. However After Arriving In Indiana There Was Damage Done To Our Vehicle. A Claim Was Submitted, They Turned It Over To "an Insurance Company", Which We Have Since Found Out That They Own Internally, How Convenient. After 3 Weeks Now Of Renting A Car "out Of Pocket" And Getting The "run Around" They Have Determined That The Damage Was There Prior". This Is A Total Lie! Thank Goodness The Car Was At The Dealership Prior To Driving Directly To The U-haul Facility Where It Was Loaded. There Was No Damage Done To That Car Prior To The Trip. All Documentation Was Time And Date Stamped. Our Personal Insurance Company Will Be Going After Them For All Of The Inconvenience. It Has Been A Horrible Experience And I Certainly Hope That Joe Shoen, Ceo Knows What Kind Of People Are Working For His Company. The Rude Incompetent Claims Adjuster, Will Rowe, And The Actual Adjuster From Indianapolis, Mike Sonley Are Dealt The Same Inconvenience And Hardships That This Whole Incident Has Caused My Family! This Is Not The Service And "peace Of Mind" Which Was Paid For Upfront, Out-of-pocket, Hard Earned! You Should Be Ashamed Of Yourselves To Treat A Widow With Children This Way! I Hope And Pray That Many Read This And Take Their Business Elsewhere! Thank You For Your Time! Tammy

    TAMMY0221@YMAIL.COM 4/1/13 2:24PM
  • I rented a truck from the Morse Rd. location in Columbus, Ohio. When I picked the truck up I was told a "hold" would be placed on my debit card in the amount of the estimated amount for the rental, which would have been fine IF it was actually a "hold" only. When we returned the truck we paid in cash and they were to release the hold. However it was never a "hold", they actually debited my account which caused me to overdraft. Every single person I talked to within the Uhaul organization, including the cooperate office was very rude and argumentative. I got no where with Uhaul, I have submitted a dispute of the charge with my bank as well as a request with Uhaul Corporate Office to reimburse me for overdraft fee's.We'll see what happens......

    ks0739 3/26/13 10:32AM
  • I recently had difficulty with your rental place at Stonegate Self Storage in Davis CA. On Thursday, March 14, I received a call ( that went to my voicemail ) from Stonegate telling me the truck needed to be back that afternoon, regardless of the fact that I had explicitly made reservations to drop it off after hours thursday evening. When I called friday morning to make sure the charges were straight, I was told by the secretary the gentleman who called the previous day was not in and that he would not speak to me because he "didn't like my attitude" and promptly hung up on me. I drove down to Stonegate immediately, as I was afraid Stonegate would going to overcharge me. When I arrived the secretary was there as well as the older gentleman who had called me ( I assume the manager ). A verbal confrontation ensued, in which we both accused each other of not having our information straight. He did end up only charging me for two days instead of three ( which was proper ), but only after he browbeat and lectured me me and told me I did not have my act together. I told him that was a poor way to do business, and that I just wanted my receipt. At the end of the conversation he promised that " I would never ever be able to rent a U-Haul truck from him or any U-Haul rental service ". The secretary then told me to "Shut the F^^^ Up, just shut the f*** up and get out" after he handed my receipt. I told them don't worry, I'll never rent from you again.
    In all the times I have rented from U-Haul I have never had this much difficulty. Somebody needs to apologize for this if I am ever going to do business with U-Haul again. ( I think it should be the manager at Stonegate , preferably the older gentleman who yelled at me, who acted more like a prison guard and less like a representative of your company, and the foul-mouthed secretary that morning ).
    I am a good customer who has always returned his rental vehicles from you in a timely way and in the condition they went out in. The least I ask for is to be treated with courtesy and respect. The folks at Stonegate showed neither. The folks at AAA Action rental in Guerneville CA never gave me attitude like this. If I don't get an apology my next step will be to reprint this situation in Yelp and whatever online review places I can find, and to tell the rest of my friends ( me and my pals work in sound reinforcement, we rent a lot of trucks ) to choose Ryder or another company.
    Sincerely yours,
    Joseph Wisgirda

    JosephWisgirda 3/15/13 11:38AM
  • I scheduled a reservation for a 14' truck on March 8 for my move scheduled on March 17. I was notified at 0730 on March 15 that there would be no truck available for my scheduled move. No valid explanation given. No further assistance offered. I was basically left high and dry! This company is a joke if they cannot manage their business any better than that!

    kaitdouglas 3/15/13 9:07AM
  • i was charged for gas even though i returned the truck with the same amount of gas I picked up the truck with. I was also charged for an extra day I did not use the truck. This company is a rip off !!! Dont use them.

    doofus 3/11/13 4:21PM
  • My employee rented a van from UHaul yesterday so we could do some moving and heavy shopping. One half hour after picking up the van when leaving a store he attempted to open the door and the key would not work. He called UHaul they were totally unhelpful after waiting a while for the help that did not come we had to leave that parking lot went to a nearby supermarket to shop (we were sure that it was just a matter of time before the road service took care of the problem so we could continue with the van). However nothing happened I continued to call repeatedly imploring them to send someone to fix the problem so that we could do the tasks we had set for ourselves and then get home. On a couple of occasions we reached the local office and spoke with the manager who always promised to look into things and to call back in five minutes but never did. I called UHaul on eight different occasions over the next four hours. Mostly I reached Arizona because the local affiliate was not picking up; Arizona was sympathetic but could only send text messages to the manager. Most calls ended with either the other party hanging up or putting us back into the queue or the call was lost (or with a promise on their part to call back in five minutes which promise was never kept). After seven or so we gave up and called for a taxi to pick us and our many purchases up; the taxi did not come for an hour and we froze on the street for that time. My house keys and important documents were in the car. Meanwhile as I had warned the UHaul folks repeatedly the van which was illegally parked overnight was towed. When I called today having given up on use of the van for this morning since I would have had to get started early the manager told me that I could have the van for the rest of the 24 hour rental period. I explained that it was too late for the use I had intended and that I wished only to cancel the rental and have them return my keys and documents. The manager Sam(?) refused to cancel the rental saying that he had been able to open the door of the van with the key (his unsupported claim; I have no way of knowing whether he repaired the lock or lubricated it or if he just had the knack. In any case any normal person and my employee is such a person should be able to manipulate the key and unlock the door and that was not the case). Sam(?) also refused to deliver or mail to me my keys and documents. I am disabled with an orthopedic injury and will need to get help in picking up those things from the office. I intend to bring this egregious behavior to the attention of the consumer protection agency in my city.
    Just a footnote; if you rent from UHaul watch the mileage very carefully because each time we did we found that the odometer reported a mileage in excess of what we had driven.
    Highly unscrupulous company as well as customer-unfriendly and irresponsible.

    Arc 3/2/13 7:53PM
  • Worst Car Service Of All Time. Charged 2 Extra Days When Truck Was Left Back At The Drop Off Place Within A 12 Hour Period.

    Never, Never, Ever Go To Sousa's Auto In Haverhill, Ma.

    Worst Customer Service - Uhaul Is Nothing But A Scam. Every Review On Here Is True.

    new_mover2013 2/25/13 1:40PM
  • I just called Corporate offices at UHaul and much to my surprise...NOT... they connected me with my local reps. After explaining my problems to 4 different people, I was put on hold to speak to the Supervisor...so I waited for 5 minutes and the new secretary, she told me she had been there a week, said the super was busy and that she didn't see a problem. ??WHAT??
    I asked the secretary what she told her and it wasn't even close to the problem I called about. Apathetic attitudes and caught the I DONT CARE blues.

    Tazdevil2000 2/15/13 8:21AM
  • Customer service?? First, they should call it service avoidance. When you call this # and press 3, nothing happens. If you are patient enough to sit through the message 3 times plus a long silent pause the phone will ring and someone will answer but they can't hear you. They don't give this # in their materials. They only give a roadside assistance #. When you call that and press the # for customer service, you are immediately disconnected.

    tm400 1/29/13 7:47AM
  • First time Uhaul User, Last time Uhaul user. 2 weeks ago I reserved a Uhaul truck. When I talked to them they said it was 39.99 and .99 a mile.. I said that sounded great and reserved the Truck. The day of moving I went down there and went through the process and they started showing me the contract then they showed me how I needed to bring the truck back on 5/8 a tank, well that was never explained to me!! So of course I said whatever and took the truck because I needed it that morning!! Before leaving they informed me that they needed a credit card on file and to swipe my card for an Estimated 105.00 they told me my credit card would be on file for. Upon returning the Truck I said I did not want to use the card they had on file. So I used my credit card and was charged 83.63.. When I got home I checked my Bank account and seen I was charged 105.00 and 83.00 on my credit card! I called and they said they charged me the ESTIMATED 105.00 when I took the truck!! Well they didn't say that!!! How can you charge someone an ESTIMATE!!! This company is horrible and I will never use them Again!! Ill use Budget or Ryder!!! I called and they were no help whatsoever!! Go with another company cause these people are horrible!!!!

    MichaelJ83 1/28/13 9:13AM
  • I rent I trunk from Brooklyn NY kings high way they try to give me a truck with a big damage on the front bumper I didn't want to wright down the damage before they try to make me pay on something that was there already what make me not taking the truck & was no manger to help the situation & beacos I fund out the try to scam me the was refuse to give a truck this day thanks god I didn't drive this truck out the lot & next time people go with another company if you don't want to get scam by U-Haul workers

    Eli 1/4/13 10:39AM
  • This is the worst comapny I have ever delt with .
    1) no one ever returns a phone call
    2) problems are not resolved
    3) no one returns a phone call
    4) water got into my locker and distroyed some of my items... no help in moving me to a new locker and no compensation for the damage done.
    5) closed out a locker and have been paying for 6 months rent on a storage locker that is not being used, with no help in resolving this issue.
    6) the managers are the worst!!

    dikell 12/21/12 9:18AM
  • uhaul's coustomer service reps. we ov absolutly no help and did absoulutly nothing to help us if i treated my coustomres this way i would be out of work quicker that u can read this post

    i hate uhaul 11/3/12 7:00AM
  • Poor attitude and customer service. I have never met a more surly bunch of people in a service industry. UHaul deserves to go bankrupt.

    Disappointed 10/25/12 4:00PM
  • i went into your store today to pick up a trailer. the woman behind the desk, pamila lucero, store #834026, refused to give me information as the transaction progressed. after 3 questions, she told me, "why don't you just let me do my job and i'll explain everything later". to which i replied, i'm allowed to ask any questions i want. the transaction went downhill from there. we even ended up arguing.

    later, i called to complain, and was told a man in the store took her side, so my side didn't count.

    i'm sure there was only one side to the issue and i'm sure since i was the customer, my side was wrong.

    i'm also sure that i'll send all my friends to uhaul based on their most excellent customer service.

    i also have a bridge for sale, wedged between the mountains and the ocean.

    who cares 10/19/12 1:42PM
  • I rented a U-Haul trk. for Sat. (10/6/12) one way for a 2 hr. trip back to my house. Picked up the trk. loaded it with appliances, beds and etc. headed home and a half hr. into the trip the water pump went on the trk. on Rt. 4 in Dover NH.Than the real nightmare began, called the u-haul # and for the next 50 min. was either put on hold or just kept getting transfered to dif ppl. and depts. finally got connected to roadside service, another 45 min. to an hr. before the service man got there, so now we are 2 hrs. of sitting on the side of the busy highway and the options were either follow him back to the shop in Rochester NH an hr. away and that didn't include waiting for the tow trk. to come, the service man said he would take back to his shop get it fixed and drive our stuff back to us when the trk. was done, that was the option we took as we needed to get home we were still 2 hrs. from away. The trk. has been in Rochester since Sat. with all of our things, so now we have no washer/dryer or beds to sleep on as they are still on the trk. and have heard from noone. except where we were supposed to drop off the trk. on Mon. morning and wanted to know what time I would be bringing it back, I justed started laughing and said I'am not and told him the story. Needless to say I do not plan on paying for this trip or services that I have not recieved.and they have already as of Sat. charged my account which is not going to happen. The next time I need a rental trk. it certainly won't be u-haul they have by far the worst customer service, and peoples needs that I know. I'am still waiting to hear from someone at u-haul and this is Mon.(10/8/12) tried calling the # but of course you get all the menu options and if I ever hear another u-haul menu option I will def throw up.

    patricia methe

    patty methe 10/8/12 8:25AM
  • Rented a u-haul 17ft truck and car transport to drive to AK from FL. The trk had over 100k the tires were bold and no A/C. I did not take notice of all this until I got on expressway when the steering wheel was shaking back and forth, after I loaded all my stuff inside. I call uhaul and told them and they said call road side service..Call said they would have someone get back to me, yeah right, 24 hours later, no one call back..Got to destination safe thank god, could have gotten kill or worst killed someone else..Bottom line their equipment is old and dont care if there hurt someone, just out for profits..

    Anonymous 10/2/12 11:27AM
  • i amamaking this complaint on the manager at the store on airline whose name is marvin he is very rude and unprofessional..why is he the manager i don't know..my daughter was put in a truck too large for her to drive to atlanta..we asked him serveral times to check other uhaul locations he acted as though he was calling..he spoke to us as though we were trash...or asking for something free...he would not help us get a smaller truck..and told us take it or leave it...then his staff..said to us in a very mean voice...we don't have anymore trucks!!!! why would you allow this treatment to cuatomers...my daughter is moving to atlanta...and was told this is the truch she had to take..please speak to him about this...because i will continue to complain until i get some feed back or an appology for my daughter and myself

    i am sure he knows who we are 9/27/12 4:04PM
  • We had a hitch put on the vehicle at the Brampton location. When we attended to pay it took 40 minutes then the woman said it was our faul because we swiped our debit card to slowly thefore the computer wouldn't take it even though the funds had come out of the account. The she wanted the card to read all the numbers to some person on the other end of the phone now I wandering if it was perhaps some fraud she was commiting!

    Anonymous 9/27/12 12:06PM
  • heads up people we just returned a u-haul 17ft truck and it cost us $30.00 in gas for a 22 mile trip....so then we contacted customer service and they didnt want to deal with the issue and we were hung up on.. Lady on the phone comment was.. what ever. click....now there is customer support.

    Anonymous 9/26/12 11:33AM
  • Submit your comment >>
  • Great service I rented a ramp trailer recently and I was given excellent customer service.It wasin charlotte North Carolina 2473 the owner Joe and manager Scott were very helpful with my rental Iwould recommend this dealer to anyone that needs a truck or trailer

    Mark 10/25/12 8:12PM
  • First of I read the above complaints. I have quite another story to report . My 47 year old son , rented a U Haul truck , driving from michigan to Tucson Az . Unfortunately, he only made it as far as Lofton Rest Area in Arizona . You see he suffered a fatal Heart attack and passed away(2 weeka ago) U haul was wonderful about taking care of everything for us . They sent a driver to pick up the truck
    and drive it here to us. They even hired moving men to meet us to the undloading site . They unloaded all of his belongings so that we could go thru them and donated the rest to the White elephant here . I am so grateful for all their help
    Thank you and your wonderful company

    Sincerely .. Mrs Geraldine
    Slate

    sweetlady 10/11/12 10:56AM
  • my husband I and needed a trailer to transport my mom things from Jackson,Tn to Indiana the young man at the Airways Blvd location Harold Long was very professional and helpful,very knowledgeable if I'm in need of your services again in that location I will certainly look for Harold.
    Thanks, again Harold


    THE LAWSONS

    lawsons 7/2/12 5:18PM
  • I rented a car carrier and purchased the tow ins. The coverage was for up to $10,000. The carrier was hooked up by the uhaul dealer. When we went to load the vehicle we were towing the the carrier came off the ball and caused some damage to the tailgait of my friends truck. After contacting the insurance carrier,REPWEST, the claim was denied because we didn't check the connection. At $11.00 a rental that's a profitable scam you got going on there. Gee Thanks for the shaft.

    Anonymous 1/24/12 1:21PM
  • Thank-you Brenda and Michael at Goodyear uhaul for the great service and advise rendered again with the rest of my things! hope your holidays are at best!

    ernesto 12/28/11 11:38AM
  • I rented a truck in Laveen, AZ this weekend and everything went well. The staff was friendly and helpful and when they offered me boxes and tape I remembered that I needed a mattress cover. Thanks.

    Happy Renter 11/8/11 2:40PM
  • I rented a 17ft uhaul from a dealer in Atlanta 2536 Metropoitan Pkwy. JFA & More Furniture location these guys here have there act togather. I was able to get so many things at this location that I needed such as they had a great wide selection of furniture at the best price that me and my husband was so happy with the prices that we saved so much money because we were going to wait until we moved before buying because we had all ready priced the items we needed they were able to get most of all items and saved us a great amount we even got to get king mattress sets for only 300.00 it was BIG SAVINGS. Thanks for making this place 1 of your dealers.

    Happy Renter/Buyer 10/2/11 8:51AM
  • Mockville oil & Uhaul did a great job checking
    in truck.

    Mocksville NC

    also customer service in Chicago gave excellent guidance on turning in truck

    Anonymous 9/27/11 7:16PM
  • Meranda G. the pick up location picked up my uhual was very helpfull the young man that was there knew what he was doing and i will diffently refer that store to my friends. (37355)

    Anonymous 7/17/11 10:01AM
  • uhaul in Jacksonville saved our trip!
    on a recent trip to visit a friend in Daytona suffering a heart attack we left after he promised to go to the hostipal.
    On our return trip from Daytona to Ill. the transmission burned up in my old gmc.I called my friend in Daytona and he contacted uhaul in Jacksonville on Normandy ave.
    Eric left the store picked me on the road, gave me a ride to rent a truck and trailer and with help from Jesse we were back on the road in 3 hours. I dropped off the truck and trailer 2 miles from my home the next morning. The equipment was first class and service was above and beyond. Thanks Eric , Jesse and everyone at uhaul in Jacksonville. Charles H. Bryan

    Anonymous 3/22/11 10:42AM
  • My experience with uhaul was ideal , very timely service and explained well . Truck worked very well . All went well with no problems or issues .

    Anonymous 1/22/11 2:45PM
  • Submit your comment >>
  • I have been a U-Haul dealer since 1992. This week a regional or district manager has asked my employee of 21 years with storage rental and u-haul rental experience to apply for a job in our area where they are locating one of their "big" stores. How unprofessional can one be to hire my trained employee away from me????? Hire your own people and train them the way I did. As a small business I can't offer all the perks a big corp. can but he has been treated well over the years. Now I need to rethink if I still even want to be a u-haul dealer. Probably not with such low scruples. I am looking into the legal aspect of the circumstances to ascertain if filing a lawsuit is justified.

    Anonymous 3/21/13 5:38PM

  • i am a uhaul customer service rep and i see all these customers who post comments on how horrible we are how our rates suck. if you dont like our rates dont rent from us. plain and simple. but we have so much on everyone else if you can find a better rate we will match it or go lower. customers see the 19.95 and think that thats all theyre paying are imbeciles it says on all of our trucks that there are mileage fees. if you ever get the chance give uhaul a try i mean honestly we are only here to help you. i love being able to help a customer but when i have customers that dont want what i can give them and only what they feel they deserve, i cant fully do my job. if i cant do my job and give you the best i can give i have failed. i try so hard to make my customers happy everyday. i have never lied or misled a customer. if they take what i say and twist it thats their own ordeal. not a reflection of uhaul.

    mitchelljbeavers 7/11/10 11:00AM



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