Customer Service Scoreboard
We rented a Uhaul over three weeks ago to move our daughter to college TOMORROW. We just received a call-less than 24 hours before we were to pick up the truck-and we're told they have no trucks available. Now we are scrambling to determine how we are going to move her. POOR customer service!! Never rent from UHaul!
Your location in Downtown Norfolk Va. Is the worst. Went there to get a truck. And your Manager there had on a pair of booty shorts.She bent over and everything was hanging out. I really don't think that is appropriate for person that is running a business. Then who have a manager and there assistant manager there at the same time. The in side of the store was dirty. The lot was dirty. And there is no were to park at this place. Got the truck and that was dirty. Something need to be done about this.
Rented 3 one way trucks in Florida. First one there was no air conditioning and was blowing hot air out of the vents. I found out too late after the truck was loaded. I had to try and cover the vents just to make the 150 mile trip. Almost had heat stroke.
2nd truck had a flat about 20 miles into the trip. It took 45 minutes to get somebody from Uhaul service on the line to send someone change the tire. The person who changed the tire was excellent. He was an outside contractor not affiliated with Uhaul. I ended up sitting on the side of the highway for over an hour waiting for service.
The 3rd truck was actually good.
But, after stopping to fill the tank to the appropriate level, it supposedly not enough. They actually added 2 more gallons. Also said that I went over the alloted miles and charged for that. Haven't seen the final receipts from the first two, but it wouldn't surprise me that the same charges were added to both.
No more Uhaul for me. I will find anybody else if I move again.
A few years ago I brought a Car -Dolly from a friend that knew the Guy in Shreveport La that at the time he was working on U-Hual Equipment ,Ok here where it get interesting,I had his Dolly 10 Years pull it to the store on Hollywood in Shreveport to order fender for it and they order the fender and sold them to I bought new Tires for it to all new Safety Starps for it I had over $1500 in it ,Them I let a friend use it to get his car back Home He set it on the side of the street and the next time I head from Him is tha U-Hual had pick it up and Claim it was stolen in 2004 ,I was told by the U-Hual Man in Shreveport that I could not have it Back because in 2004 it was Stolen ,The man you had working on your equipment sold 3 of them 1 to my friend 2 to a State Represented and one to a Judge as I said I am out over $1500 on fixing right and taking care of it I would like U-Haul to Replace it or write me a Check for $1500 a did nothing Wrong at all it had to be off your books ,I try to talk to your man in Shreveport But when I did he told me that I couldn't do nothing abut it and then he would not get back in touch with me
I had a question about my invoice and returning boxes. I called the 800 # for customer service. My first call was 61 minutes on hold, and then was disconnected. My 2nd attempt was 59 minutes and I gave up and hung up.
I tried calling a local agent, after 15 minutes on hold I gave up.
I wrote a submitted a blistering survey, which got me an email from Orlando, no phone number no specific answer to my concerns.
Zip, nada, nothing.
Before relying on Uhaul, you should be very aware that your truck/trailer reservation is NOT GUARANTEED. They can call you with as little as 24 hours notice and let you know that your requested equipment is unavailable, or that you might need to drive 4 hours away to pick it up.
This is what happened to me. They called me one week out to let me know that I would receive a call 24 hours before to let me know where to pick up my reserved truck, and that this might be out of state. I made repeated calls to every department I could contact at Uhaul, and they were 100% unsympathetic, and communicated to me that I should be okay with NOT KNOWING IF I WOULD GET THE TRUCK or HAVING TO DRIVE 8 HOURS ROUND TRIP TO PICK IT UP.
Horrible customer service and a business model that plainly does not care at all about the needs of the customer, only about maximizing the usage of their equipment.
Cancelled the reservation and went to another company, reserved exactly the same equipment for exactly the same dates in the same locations (all GUARANTEED by Penske). It was a little bit more expensive but less expensive than driving four hours away to pick up the truck, and I don't have to gamble with my move.
THE WORST COMPANY I'VE SEEN!! Never ever ever do anything with them. If any problem arise they will not help with anything and you will be waiting on the phone for over an hour, even if they respond they will have no clue what to do and just be ridiculous. For your sake don't even bother!
WORST CUSTOMER SERVICE EVER. Bought a hitch for my vehicle months ago and was back ordered, so did not needed anymore. Called 6 weeks ago to cancel the order and the person told me that it was cancelled. 2 days ago noticed that the product was shipped to me and never got the reimburse. I've been trying to talk to someone for at least 3 days. Waiting times are 1 hour or longer. Finally got someone that had no idea what to do, put me on hold again for another ridiculous 57 minutes. I will keep trying and posting negative reviews all over the place.
Uhaul "customer Service" Sucks. What Customer Service? I Went To Go Pick Up A Truck And Key Was Not Where It Said It Was. Tried Calling "customer Service" For An Hour I Was On Hold For An Hour!!!!! Supposedly Helping Other Customers, Seriously Are There That Many People Calling For A Uhaul?
Horrible. Hitch install where a huge incorrect hole was cut in my bumper. Brand new vehicle that now has drake issues. The hitch is loose, vibrates and bolts Keep falling off. The exhaust is not incorrect anymore, heat shields are no correct now either. The wiring does not work do everything they touched is bad now.
So they caused damage, released a vehicle that is not road safe now and they are not willing to make the situation better. What a bunch of crooks
I set up a reservation to have a hitch installed. A couple days ago I got a voice message from the location stating that they couldn't complete my reservation because somehow they got double booked, and I'd have to move the reservation to a new date. I have called several times only to be put in an endless hold queue after nobody picks up the phone. I have tried using the chat feature on their website only for no one to respond. This customer service is simply awful.
After reading other comments mine seams no more worse or less than these below me. All I can say is that U Haul is a poorly run and the workers try their hardest to make it worse to the customer. Its been a couple of weeks so far and I still have not received my deposit money back, and that isn't the reason I was writing a sad review. My reason is what it seams U Haul does to most people after reading the reviews. renting a trailer just to get their to find out that they rented my reserved trailer out to someone else. We called to tell them we were going to be about an hour late to pick up the trailer. The woman, if that what you want to call her had told me on the phone that we rented the trailer for the whole day and did not have to have it returned until 8:30 the next morning. Well they rented it out and offered me a trailer have the size. What else do you do when you have my integrity to my customers for whom I was renting it for. I had to make a whole new reservation while i could see the trailer out the window. My customer used their card to reserve the trailer and they do not except cash and the only card i had brought with me was a debit card with 25 cents less on my card that they wanted to reserve the trailer. I had to run up to the bank and pay $4.95 cents to put 25 cents on my card to rent the trailer. Then they charged me more than i was told to reserve the trailer, in which I still have not received my deposit back and neither did my customer get theirs back after 10 days. As I am writing this we all have yet to receive our deposit put back on our card. Ok, now that I had to rent a smaller trailer it cost me an additional $100.00 at the dump because i had to make two loads instead of one. Plus all this additional time that I had to pay my helper to help me do the job, plus twice the gas , time, wear n tear on me and my truck! This has been one of the worse, sorry excuse of a company wasting my time and money for their incompetence. Even a man working there told me in private that this is how things go everyday! What a racket! I only needed the trailer for two hours. I should have kept it till the next morning just so they couldn't rent it out any more times the same day! There is more to this experience, but I don't feel like getting into it. All I can say is that U Haul and their employees all SUCK! I will never rent from them again and I WILL go out of my way by spreading this and keeping people from renting at U Haul.
They charged my card $160 and was supposed to add $87 back to it. Has not happened. On the phone now for an hour waiting to talk to someone. One guy answered about 30 minutes ago..didn't know what to do, says he's switching me to someone else...so I wait wait..finally starts ringing to someone and no one answers! Put me back on hold. Typing this review while waiting. What horrible customer service!
I have been renting a unit that is the back of an old truck here in Louisiana ever sence I've had the unit the roll up door has been broken sence the first week that I had the unit that has been like 8 months now and the manager at the location told me that I have to take off work and come sit there while they change the door out but they just got the door like a month ago and every month I've been late on my payment because I feel that uhaul should have already gotten me into another unit that the door is not broken but every time I'm late they threatened to auction off my unit and then sue me for the payments that I'm behind on but if I try and go into my unit I have to tie up the door so it doesn't fall down and hit me in the head , I'm so sick of this crap ! I've been putting up with them long enough someone from Corporate needs to contact me and make this right , because they also went up on my monthly payment because I don't have direct pay set up ha ha ! Wtf? Really? What kinda crap is that? I'm a paying customer and this is the treatment I get for doing business with them .
Horrific Experience Which Cost Me an Extra $2,180
Please do not make the mistake I did and hire Uhaul to ship your belonging across the country. If you don't want to read the entire post then here is the short version.
- My Uhaul box was 9 days late
- I was left stranded in LA for 9 days and had to pay $2,180 for a hotel + food + empty apartment + work clothes.
- I was lied to by multiple people
- Talked down to and belittled over the phone
- Ignored by at least 10 employees
- Was told over the phone by the manager at a customer service center that she didn't care that my Uhaul box was 9 days late. It wasn't her problem.
I moved from Coralville, Iowa to LA in May 2021. I quoted multiple moving companies and Uhaul was the most affordable so I decided to rent a Uhaul box to move all my belongings from Iowa to LA. When I booked the Uhaul Box I signed a contract that said my box would be picked up in Iowa on April 30th and had a "guaranteed arrival date on May 17th". I packed up all my belongings - leaving me with only what I could fit in carry on bag as I was flying to LA.
The problems started on Wednesday May 12th. My contract stated that the Uhaul box would leave Coralville, Iowa by May 12th and that my credit card would be charged when the box started the shipping process. I was concerned when my card wasn't charged so I called on the 12th just to make sure everything was okay. I was told over the phone that I was worrying for no reason and that my Uhaul box would leave that evening. On Thursday my credit card still hadn't been charged so I called again. The customer service representative told me that sometimes the third party shipper just doesn't show up on time to ship the Uhaul boxes but that it doesn't matter when it leaves because the guaranteed arrival date in LA is May 17th. On Friday May 18th I called again and was very concerned because it's a 27 hour drive from Coralville, Iowa to LA and they now had three days to get it to LA. The customer service representative at the Coralville, Iowa store told me that she didn't know where my Uhaul box was but that I was being unnecessarily concerned. Basically during all three of these phone calls my concerns were ignored and no one wanted to take the time to look into the problem- why had my box not shipped on Wednesday May 12?
On Saturday morning May 15th, I called Uhaul and was told that my Uhaul box is still in Coralville, Iowa. This is now 4 days after when it was supposed to leave and I am now freaking out because I move into my completely empty LA apartment in 2 days. On this phone call the customer service representative transferred me to the shipping department. The shipping department talked down to me and acted like I was crazy for being concerned. I explained that my Uhaul box is supposed to be in LA in 48 hours. The shipping department blamed the third party shipping company for not picking up my box earlier but again said not to worry that my Uhaul box would be in LA on May 17th. I knew they were lying to me at this point. If you know anything about driving rules, a single driver is legally only able to drive for 14 hours before having to take at minimum a 10 hour break. This means to drive 27 hours from Iowa to LA it would take at least 37 hours and the shipping department didn't even know when the third party shipping company would pick up my Uhaul box.
On Monday May 17th I flew to LA and guess what....my Uhaul box did not show up on the "guaranteed arrival date". I received an email from Uhaul saying something in my account changed and to call this new Uhaul support number. This time the Uhaul support number took me to the LA Uhaul store. The woman at the LA store was MEAN. I have never been so blatantly disrespected in my entire life. This woman made it clear she gave zero shits about my situation. She told me that she couldn't help me at all and that I shouldn't even be talking to her! As if I'm the crazy one for calling Uhaul when Uhaul screws me over.
So at this point I'm now paying rent for an apartment I can't live in so I Uber to a less expensive neighborhood so I can get a hotel for the night. This is LA so my cheap hotel room in a sketchy area was $150 a night. I try calling the Coralville, Iowa Uhaul store but my call ends up going to a general customer service center. Turns out the Coralville, Iowa store's phone conveniently isn't worrying. Again I get no answers and the costumer service representative doesn't know where my box is and doesn't want to make the effort to figure out where it is.
Tuesday May 18th I called the LA Uhaul store and the same woman from the day before picked up and told me she I should call back later because the shipping department hasn't opened up yet. So I call back later and the same woman answered and said to me "I took the liberty to find out that your box never left Coralville, Iowa and you shouldn't be calling me because I can't help you". - I wish I was joking but the customer service woman told me that I shouldn't be calling her for customer service. I called the Coralville, Iowa store and again was transferred to a random customer service center and the women told me my NEW GUARANTEED ARRIVAL DATE WAS May 24th (a week late). I questioned her to figure out what happened and she told me that the shipper just never picked it up but that they will later this week. I then asked how can Uhaul say "guaranteed arrival" when it never arrived. I told her I didn't believe that it would arrive on May 24th. She was extremely dismissive and kept talking over me. Saying that it will show up on the 24th and I need to stop calling. I then told her that I was paying for a hotel because I didn't have any possession to move into my empty apartment. She literally told me that she didn't care! I was shocked. How can Uhaul hire such horrible people? I then asked to speak to a manager. She refused so I kept asking over and over again. Finally she said that she was the manager and highest ranking person in the office. I asked if we could come up with a solution to get the Uhaul Box here faster and she said NO. I then asked for the third party shipping company's phone number and she refused to give it to me. I then asked if I could get some financial compensation as I was paying for a hotel room. Not to mention I was about to start work in a couple days and didn't have appropriate clothing. She said NO.
I was so angry so I called the Customer Service number again and got a different person. This time the guy was nice but again couldn't really help me. He gave me the phone number for the third party shipping company (yes the number that the manager refused to give me). So I tried calling the third party shipping company. No one answered so I left a message.
Wednesday May 19th- the Coralville, Iowa phone lines were still down so I had my brother who lives in Coralville drive down to the Uhaul Store. He spoke to a woman working in the office who said that actually Coralville didn't check in my box correctly so the third party shipping company didn't know anything about my box. I had my brother hand her his phone so I could speak to her. She told me that the box was now checked in correctly but didn't know when it would get to LA. She also said their manager was on vacation so nothing else could be done for me. She then promised me that she would have the covering manager call me tomorrow. Of course that was a lie because the covering manager never called me the next day.
Thursday May 20th - covering manager never called me. I called the customer service line again as the Coralville, Iowa phone line was still down. I told the representative that Uhaul incorrectly checked in my box and that I was calling to find out if the third party company had picked up my box yet. The women told me I was lying and that this situation was not Uhaul's fault. I explained that a worker at the Coralville store told me this information. She basically called me a liar and said that this is the third party company's fault and that she can't help me.
Friday May 21th - Again the Coralville, Iowa Uhaul phone line was still down so I called the general customer service line again. The person I spoke to sent an email to the Coralville, Iowa covering manager to call me. The covering manager Brian Way called me later that day and told me he just received a message to call me and didn't know anything about my situation. After I explained my story he was in shock about what happened and how poorly I was treated by almost everyone at Uhaul I spoke to. He confirmed that Uhaul never checked my box in and that he would go over to the warehouse and look to see if my box was still there or if it finally got shipped. We agreed to speak the next day and talk about solutions.
Saturday May 22nd- Brian the covering manager confirmed that my Uhaul box was finally picked up by the third party company but didn't know when it would arrive in LA. He said that Uhaul doesn't track any of their boxes so no one knows when it will arrive in LA. After hearing about my experience so far with Uhaul Brian Way said that I shouldn't be paying for any part of this service. I completely agreed with him and he refunded my money completely. While I was so happy Brian Way refunded my money, I would have preferred to pay for the cost of my Uhaul and it arrive on May 17th. The cost of Uhaul screwing me over for 9 days also cost more than the Uhaul box. I totaled up my hotel bill, cost of food, paying for an empty apartment and cost of work clothes at the end of this review and the total was $2,180. That is $360.14 more than the cost of the Uhaul box.
Monday May 24th was the second guaranteed arrival date. My Uhaul box never showed up so I spoke to Brian the covering manager and he said that he would try to find out where the box is that next morning.
This box is now a week late. I'm still staying at a hotel and I had my first day of work and had to purchase work clothes as all my work clothing was in the Uhaul box. I work 12hr+ days on movie sets so now whenever my box comes, I won't be home for the arrival and I will have to move myself into my apartment at 11pm at night.
Tuesday May 25th I finally got a call from Uhaul LA saying my Uhaul box showed up and that they would call me back on Wednesday or Friday to set up a delivery time. This was the same RUDE LA woman I talk to back on May 17th and 18th. I asked if the Uhaul box could be delivered today and the woman said that it wasn't enough notice for them. I laughed and said "this is a 8 day notice as my box is 8 days late". She said that they could maybe deliver it on Wednesday the 25th. I asked if it could be delivered in the evening as I didn't want the box sitting out all day while I wasn't home. She told me NO and that the box will be dropped off when it's convenient for them and that I had to be home for the drop off. This was going to be impossible for me as I work on movie sets and I can't just leave whenever I want. Luckily my roommate had just moved in the day before so she was able to be home for the delivery.
Wednesday May 26th - my box was delivered in the morning. I decided to hire movers on task rabbit to help me move at 11pm at night as I was so exhausted from working 13 hours that day and had to be up again at 7am. The movers were great but this was another unexpected expense and moving at 11pm at night it horrible.
Thursday May 27th- got a call from Uhaul and was told my box wouldn't be pickup today. Instead it would be picked up Friday May 28th. This might not seem like a big deal but the Uhaul box was dropped off in our only two apartment parking spots. This means my roommate and I had to find street parking. If you aren't from LA then you don't know that this is impossible. My roommate and I parked like 6 blocks away from our apartment. Not fun - especially when you get home late at night.
Friday May 28th - box was picked up.
Cost of hotel - $1,350
Cost of paying for an empty apartment - $360
Cost of food - $270
Cost of work clothes - $200
TOTAL ADDITIONAL COSTS $2,180
Cost of Uhaul Box $1,819.86
This nightmare experience has been tough- not just the fact that I was stranded for 9 days in LA, but financially difficult. I am 24 years old, I just finished my Masters degree and moved out to LA to start my career. I don't have extra money to spend on hotels or food. I saved up all my money for this move and started my rent based on the Uhaul "guaranteed arrival date". I felt trapped during this experience especially when I called SO MANY TIMES asking Uhaul for help. I ask for help and was completely shut down. I was talked over, belittled and lied to. I honestly thought that all my belongings were lost and I would never get them back. I am so thankful that I finally got in contact with Brian Way and that he refunded me the cost of the Uhaul box. From my experience talking to everyone else, I never thought I would get any acknowledgment that Uhaul messed up or see that money again. Brian Way did what he was supposed to do, however this does not make up for any of the other horrendous treatment I faced. And that money that was refunded to me went straight to paying my hotel room. I am still out $360. This money is a lot to a 24 year old who paid thousands for a degree and who paid thousands to move across the country for her career.
I hope this never happens to anyone else again but unfortunately THIS WILL HAPPEN AGAIN. I have read so many bad reviews about Uhaul and their terrible treatment of their customers needs to stop. Supposedly their phone calls are recorded so UHAUL go back and listen to how your employees treated me over the phone. There are over 20 phone calls so just pick a couple and listen to how your employees dismissed and talked down to me.
My son rented a u haul truck at 13330 I 10 East Freeway 77015 Uvalde Exit on 4/6/2021. When he returned the u haul they said that he had a broken taillight, my son is a good driver with a commercial drivers license. The taillight was messed up before he rented the u-haul. He should have taken a picture,so now they are trying to charge him for the taillight. This is not the first encounter with U-haul at this location. I have retained a lawyer to handle u-haul deceptive practices. You will be hearing from our attorney shortly on this matter. I can no longer let this go. I looked over the first time this happened to my daughter. Your company needs to fire everyone at that location for deceptive practices. And by looking at reviews from that location this is not the first time.
I live in Montana and I rented a u hual, but the u hual was from Arizona and was equipped with summer tires.
Why aren't they installed with all season tires if these trucks are being used all over the United states and dropped off at random.
I was told by another u haul representative that they are equipped with all season and I am telling you they are most definitely not in my case.
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