Information, reviews and public commentary for US companies

 

U-Haul Rental System

Rating
0.340426
Address
P.O. BOX 21502
Phoenix, AZ
85036-1502
County
Maricopa
Contact
Edward Shoen
Role
Chairman of the Board
Phone
(775) 688-6300
Annual Sales Est
$2,147,483,647
Employees
16,145
SIC Code
7513
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karen erter - 4 d 8 h ago

0

I'm Karen erter I renteted for 29.95d a truck for the first time on 04/12/2018 I returned the truck 0412/2018 I thought I had a rented a truck to move in the local area.When I returned the truck I found out that the truck I had rented for 29.95.was now !105.46.. plus had put 75.75 on my charge card and when wanted 105.46 I payed 18.00 dollars in cash and 87.46 on my debit card.No one told me about mileage or that using the dolly and blanket were 5.00 dollars each so now its 41..08 plus 10.00 ...I returned it with the gas like they told me but there wasn't nothing about milage ....as of the 16 the pending money on my charge card has not been returned,like they said it would be.When I asked about the mileage they said someone should have told you and the dolly,blanket.VERY UPSET

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Anonymous - 12 d 14 h ago

0

Start to finish - NIGHTMARE that almost cost us our lives on the road. Uhaul unresponsive week 3 of daily calls to corporate.

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Allyn Parker - 13 d 13 h ago

0

I've been dealing with uhaul located on Guide Meridian in Bellingham, WA. 7yrs I've had 2 storage units there. I recently moved again and took a 3rd storage unit along with renting a truck. I pd for ins on truck too. I lost keys n notified uhaul on 5th day. It took 5 MORE days b4 they came n got truck. I was told if I left truck there (b4 I lost keys) then I'ld be charged another $100. I tried to leave truck there anyway. I had a confrontation with Ashley. She insisted that I must take truck with me. (I was completely overwhelmed at this point since my helper was causing me more work than if I wudda moved alone). I complained as I was cleaning up my mess and said a couple choice words. Ashley was hiding n eavesdropping. So I took truck n lost keys. Now they charged me for 5 extra days. Along with dolly n blankets that were never used and I am being evicted. PLUS wen they picked up truck (parked on private property) they pushed my belongings out n LEFT THEM IN PRKING LOT!!! I don't believe I owe money after I notified uhaul of lost keys. I had insurance. All paperwork locked in truck that I had no keys to. I kept getting the run around wen I the end they had a key and came n got truck. They could have done that the day after I said lost keys.

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Doug - 16 d 14 h ago

I had always thought of U-Haul as a company with integrity. Because of that I chose to use U-Haul Boxes, a U-Haul truck and a U-Haul transporter for my recent move from Ohio to Kansas. However, after my move I have decided not to use anything associated with U-Haul again. My first mistake was to assume the reputation was good and I didn't do due diligence in researching them. Now that I am dissatisfied with the service I received, I am finding it extremely difficult to find positive reviews for U-Haul just about anywhere in the United States. The over all biggest problem is with the U-Haul Boxes. I was told the Boxes would hold about a room and a half of belongings. (They will hold the contents of a room and half, but not the furniture of said room.) I was very clear in stating what I wanted and what I was expecting. I ordered six Boxes to be delivered to my home and to be delivered to my new home. I was given an estimate that I accepted. The estimate included having the Boxes delivered to my house from central storage, rent for the use of the Boxes, the Boxes taken from my home to central storage, shipped from Ohio to Kansas delivered to central storage and finally delivered to my new home. I was not told that the delivery from and to central storage was to be sub-contracted by someone they chose. Therefore, I was not given any options as who to hire. The Boxes were delivered to the house; after the delivery person called several times and complained about making the delivery and how the delivery had to be made, he showed up and continued to complain about the job that was before him. He did not care where he parked the boxes. One was parked up against a fence and could not be accessed. He did move it after being told several times. Because he had to get additional help delivering the Boxes he wanted me to pay more. I refused and he did more complaining. I called U-Haul to make sure he was indeed paid. I was informed that I had access to the Boxes for only 24 hour. The arrangement that I made was that I was to have the boxes for a week. I called to have this issue corrected. I was told that I only wanted them for a day. I gave the contract number and I was told, "Oh, I see you did want them for a week. I guess we made a mistake. But I will have to charge you extra for the additional days." The person relented and did not charge for the additional days. When it was time for the Boxes to be picked up and delivered to central storage to await transportation, the guy who delivered them, was the guy to come pick them up. I called U-Haul to see if someone else could pick them. I was told it was between me and the complaining guy because I hired him. I assured the person I did not hire him, that U-Haul hired him. I was told that I hired him. Complaining guy came to pick up the Boxes. He told me there was a cost for him to pick them and to take them to central story. I called U-Haul. I stated that the contract was being broken and this guy wanted to charge me more to pick up the Boxes. U-Haul told me that this was correct. I said I was told it was part of the already accepted contract. The person I was talking to told me that I shouldn't have been told that and the only way I was going to get the Boxes to central storage was to pay this guy or to do it myself. The Boxes got to transportation, at my new location, I was called and told the boxes had arrived and that I could have them delivered to my house for the cost of $1200. I mentioned the contract. I was told that the price I was quoted was original delivery of the Boxes to my house, transportation from Ohio to Kansas, rent for the Boxes and for storage. I made arrangements to go to the storage place to get my belongings. At this point i was coming up to the time that I would be charge another month of rent on the Boxes, so I got the Boxes empty. I told the manager's staff I had the boxes emptied and I no longer needed them. It was supposed to be taken care of and that I would not be charged another month of rent. I was charged the rent any way. When I brought this to the attention of central storage, I was assured that it will be address and I would get a refund. U-Haul accessed my bank account, instead of giving me a refund they charged me an additional month's rent. I called to complain and was given the run-around. If you are going to deal with U-Haul you have to watch everything for hidden costs.

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Tamara Nelson - 16 d 15 h ago

0

I have a bad experience with the U-Haul in Garland,Tx. I purchased a Storage Unit on March 22, 2018 and I didn't have money to move on that day and I rented the truck on Friday March 31, 2018 and asked Manager for 24 hour access and I got to Storage Unit and first of all doors were 2 small and my Unit was locked. I asked for a refund but was denied when I had to go purchase Storage Unit at a different store.

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Lisa - 17 d 14 h ago

0

I am not pleased with u haul storage in augusta maine at all. I told them i was handicap so i needed first floor storage units they put me on second floor. Plus on top of it everytime we had to get into storage the closet door to our area was blocked or snowed in they didnt want to snow blow it out. Plus i think they charge to much anyways. My things will be out of there today or tomorrow

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Quinton - 17 d 16 h ago

1

I am disappointed in the service I recently received from U-Haul. I rented 2 storage pods with a U-Haul location in Miami several months ago. I have paid my rental fee on time monthly for the duration of my rental term for both pods. Last week I was ready to consolidate my pods and then ship 1 pod to my current location. I took the necessary steps to call a head of my trip to schedule to have the pods taken down so that I may access them. I also scheduled a truck rental as I purchased a couch in Miami and needed to place it in my pod to have it delivered as well. After confirming both the pod removal and the truck rental I booked my flight to Miami to facilitate the consolidation. Upon my arrival to the storage facility in Miami I was met with inaccurate information from the team in serval areas. 1. I was originally told I would not be able to access my rental pods that day and that I would need to come back the next morning even though I requested the removal 24hours prior. 2. After explaining that I flew in to access these pods, would be leaving the following day and absolutely had to access these pods today as I scheduled to pick up my new couch the same day with the aforementioned rented U-Haul truck I was told that BOTH of my pods were shipped to Atlanta, Ga (my current location). This is unacceptable for the following reasons: a. I never scheduled to have the pods delivered and per your website NOTHING can be shipped until i. I pay the shipping cost up front ii. Schedule and confirm the shipping location iii. Am notified of the shipment iv. I received/gave none of these confirmations and yet my Pods were shipped without my knowledge or consent. b. I completed my due diligence of calling 24 hours prior to confirm my pods were at the Miami location and would be pulled out so that I could access them. And yet no one informed me they were scheduled to/ had been shipped. My questions in this scenario are: i. Why was I not informed they were shipped when I scheduled to access them? ii. Why was the scheduling person not aware of the shipment? iii. Am I being given the run around and are my items actually lost at this point? iv. Is it a normal practice to ship or move Pods without the customers consent? Once it was established that my items had indeed been shipped I asked to speak with the General Manager. Who then, the next day, put me in contact with another associate to handle the issue. I explained to the associate that at this point it is clear that I left the next day without completing any of the planned tasks which served as the premise of my entire 1 day trip. Not only was I unable to consolidate my rental pods into one I was also forced to reschedule/ hold the pickup of my new couch which is still currently pending as clearly a resolve has yet to be reached. The associate has not been helpful in the least. He not only questioned the validity of my claim by stating I told them to ship my pods. This claim is clearly inaccurate because: 1. A payment was never processed. 2. Why would I buy a flight, schedule a truck rental and come to the storage facility if I knew my pods were not there? Upon me expressing the above facts about the situation he then threatened to pull the recording of phone calls between myself and his associate that he believed I told to ship my pods. I obviously told him to do so if he wished but to also pull the recordings for all my conversations but specifically the conversation I had with the scheduling associate a few days prior. He declined to pull that phone call. He expressed that he would like for me to pay for the shipment that was in error which in my opinion is a moot point. The entire purpose of my visit was to consolidate my shipment to elevate costs. At this point the only viable option I believe is available in this situation is to: 1. U-Haul provide a new pod in Miami for me to place my couch in to ship to my current location in Atlanta, Ga. 2. I am willing to pay half of the cost to ship 1 pod as my original bottom-line was to only ship one pod. It truly is unfortunate that this slip up has occurred. The costs I have incurred due to the error of your team/company is adding up. I purchased a flight and hotel for a trip that proved unsuccessful. I took time off from work in the middle of the week to fly in and facilitate and again could not. I am paying for the storage of a couch I purchased that otherwise would be in my storage had your error not occurred. I would appreciate a resolve this week as my patience with this matter is wearing thin and my satisfactory level is diminishing rapidly. This is not how a company of your magnitude should conduct business and I regret having to formulate this letter. As a manager myself, throughout my experience I have found several opportunities to deescalate this issue however here we are. Please contact me to discuss further.

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Tevita Brown - 20 d 20 h ago

0

I used the uhaul storage located at 1700 box road in Columbus ga!! Someone stole all of my items out of my unit! I have spoken to the general manager Ryan Mobley as well as the president of that specific uhaul company Rogar Bishop and they have not been helpful at all!! This is ridiculous and terrible business practices!! I've contacted the news and other media sources and they are going to do a story on the terrible business practices!! The very worse experience of my life!!!

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Anonymous - 21 d ago

0

Edward the customer service supervisor is horrible and I don't understand how you keep people like this employed. Asked for his hire up and he refused to give me a name.

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Anonymous - 21 d 9 h ago

0

The absolute WORST service EVER! They can take a reservation but cannot deliver the goods. When that happens there is complete disinterest from the franchisee level, to the "customer service" department, to the Corporate offices. Zero, nada, nothing even remotely close to empathy. What a fine organization you have there, Mr. Schoen. Not that you care.

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Buffy - 34 d 5 h ago

Has anyone ever got resolution for any of these horrific nightmarish experiences? Anyone have advise getting reimbursed for anything? How does one get contact information for regional or district managers?

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Anonymous - 32 d 9 h ago

If you file the customer objection form they will help you the best they can. And all manager info is public. You just need to walk in and ask for the manager or grab a business card. I use to work as a csr. You really just need to talk to the manager politely. Half the time if you dont file that form they will never know anything is wrong. But if you fill it out the form is sent driectly to a manager. As long as you cut out all the middle people trying to go up the chain and talk with a manager face to face calmly, most will go above and beyond to help you and make things right and they will most likely do the most for you. They are human too, threats of going to corporate and all that dont make them understanding and in all reality get pushed right back down to the. So threats dont make them generous when it lands back in their laps from thier bosses. Just go talk to them and be reasonable. If it doesnt work then go up the chain if you must but is it really worth your time?

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Anonymous - 23 d 14 h ago

If you're just csr you have no idea what happens in the units..which are shown on the camera and the next day.Its not reported to storage holders then the employees can't explain it.Management duck u out w when you have evidence and don't want to be responaible.Its a long process but it can gp to court its about principle of respecting property

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Anonymous - 23 d 14 h ago

You can win in the end.

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Frustrated consumer - 45 d 10 h ago

I rented a unit in January 2017 and downsized on January 2018. The move, which was described as very simple, has caused a lot of problems on the part of Uhaul.At the day of the downsizing, I requested that my due date remain the same (around the 8th of the month). This is the second month that they have sent e-mails threatening to put a lien on my unit and giving misinformation about my due date. My last visit was on or about February 17, 2018. I was told that I owed nothing. Around March first, they e-mailed me and told me that I was past due for a payment. I called the U haul center and spoke with the Supervisor. I told him that I had documentation that my bill was not due until March 18 and that I was coming by to show him the paperwork that they gave me. The Supervisor, stated that he was leaving. By the time I arrived, he was gone. This last "threat" stated that they have a lien on my unit. I am very frustrated with the way that they are very unprofessional with their business. After presenting the documents to the employee to verify that the mistake was there's, I asked him to fix it. The employee yelled at me and told me that "he didn't know how to fix it!"

The fact that they are unable to keep proper books and pay schedules is ridiculous and very VERY frustrating for me.

I will have to report to their Corporate office again!!! smh...

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Anonymous - 23 d 14 h ago

0

Where and who is corporate I've had two thefts to my unit.Damage from a spill/brown liquid coming from overhead.Email me (hidden)

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roman loranc - 30 d 8 h ago

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Called customer service this is a joke. Never again.

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Upset in Richmond,VA - 35 d 12 h ago

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I have tried to reach out to customer service several times and have gotten no where. I guess I will have to run this up the ladder. I have rented trucks from U-haul for many years and have never had a problem. One time I agreed to drive for someone. From what I understand they had a balance, and because of this I am told I can not rent a truck. I reserved a truck on line, go to pick it up and I'm told I wasn't allowed to rent a truck until the balance was paid. At no time did I sign/initial anything saying that as the driver, I would be responsible for any unpaid balances of the renter. They could not tell me anywhere on the contract that it stated that the driver is responsible for any unpaid balances. The customer service rep I spoke to today, "Terra" told me I was being held responsible, but I could not rent a truck until the balance is paid. I'm guessing she's not aware of what responsible means.

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Anonymous - 36 d ago

Rented twice a week apart in Arlington Tx on West Division.. Both times I put gas back where it was when I got the truck. So I returned after hours but when the dirty low down employee comes in they charge my card both times for gas!! The 1st time for $16 second time $38 I even have the receipts where I went to Quick Trip to put the fuel back!! The manager with her dirty ass Ms Jerri argues that I didn't put the fuel back and didn't ask to see the receipts and I told her I had them. I'm willing to bet everything that I'm not the only person they've done this to..anyone that returns after hours check your account for extra charges because its a dirty low down rat working in that Location!!

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Anonymous - 36 d ago

4

Thomas Liodas

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Anonymous - 36 d 16 h ago

0

horrible customer service...trust me..ive spent hundreds...truck to storage to truck repair ti lousy customer services!!!

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Anonymous - 40 d 13 h ago

0

Rental was a total mess. Pick up wasn't the worst but they had no idea how to hook up trailer, we Didi it all. Two day rental tried to return three times. called over a dozen times with no return calls back. Finally left trailer on street as a sign said we could do. Couldn't leave dolly in an unlocked trailer. Took in home. They would not return calls, trailer still on the street. Called customer service this is a joke. Never again.

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El Mirage Arizona - 42 d 4 h ago

0

I reserved a truck online requesting to get it from the location 14924 W Yorkshire Dr. Surprise, AZ 85374 on 2/19/18, my order included two flat dollies. Someone decided, without my authorization, to change the location of pick up. It was sent to a weird RV parking place located at 8030 N El Mirage Rd. El Mirage AZ, 85335. When we arrived, the lady working the order did not have any answers to our questions, she moved the truck away from the entrance and did not have the dollies, it is not a U-Haul facility it is a storage and RV parking lot with a small office next to a trailer. After spending all the time we had to load the truck for the planned moving, listening this lady's excuses that she did not know how to do anything because her employee quit, she gave us a truck with half of gas in the tank but marked it as full, did not give us a lock for the truck, no dollies, and got some of the blankets I rented from the trailer which appears to be her house, and others from a storage unit. I had to drive to another U-Haul, as sketchy as this one, possibly owned by relatives of the mentioned lady, to pick up the dollies. She gave us the receipt of another customer with all the person's contact information. Horrible service. Completely inefficient, seems as false advertising doing reservations online if at the end of the day they deliberately change the location you chose and the items you are renting. I am sure if I ever need these services I will go to another provider. I wonder if my information was shared with another individual and now I have to keep close eye of my account and payments in case they have done something but if something happens I have an idea who did it.

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Never again for U-Haul - 43 d 10 h ago

0

Long story short 8 1/2 hours to install a hitch and wiring sent to pickup trlr at 2nd location wrong trlr sent to 3rd location hook up to trlr ohhh no marker lights and with trlr hooked up and everything turned off now I have lights on my brand new car that aren't even supposed to be on lite up wound up leaving the trlr at the first location and going to the apartment taking what fit in the car and leaving town and the rest of my personal belongings u - haul will not return my calls I have spoken to MULTIPLE customer service people and nothing use Penske or Ryder and don't let them wire your vehicle I have retained legal counsel and am in the process of filing a lawsuit against them

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Patttie Sanders - 43 d 17 h ago

0

I have been a long time customer of U-Haul . I rented a 17 foot truck from U-Haul on 2-19-18. My son in law picked it up and what should of been a one way rental got rented to us as an in town rental. Ive now learned from all the very rude customer service employees that it was our responsibility to know their contract rules . It is certainly not their job to explain the contract miles, even when you ask? No No , beware renters. You better get on line and study up on their contracts and read it over because they sure don't!!!! So save yourself some grief and lots of money and MOVE and "HAUL" your precious things with Ryder or Penske. If nothing else they will be much more friendly. After years of being a faithful customer of U-Haul I got treated so rude. They were mad when they answered the phone. So U-Haul I will never bother you again. I will take my money, which through the years adds up to thousands of dollars somewhere else . Im not done yet renting equipment, Im just done with U-Haul and your untrained employees. Im so sorry I bothered you. Won't ever happen again. I was on the phone from last night until this morning talking to 4 different customer service centers through the corporate number. now thankfully Im done. Good bye and as your cynical employee said "Have a good day"

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