U-Haul Customer Service Issues

I recently made a reservation at the St. Paul, Como Minnesota location for 3 Uboxes. Upon arrival, my credit card was charged. However, I was informed by the staff that they couldn't prepare the boxes in time and suggested picking them up the next evening. This is inconvenient as I need them for moving out by tomorrow noon. After being advised to contact 1-[redacted]-U-Haul, I discovered my reservation was canceled when I checked my phone. I still have the confirmed reservation screenshot but now face a dilemma as I must move out tomorrow with no storage solution. I urge for a resolution to this situation promptly.

I called to clarify the charges for my two storage units as I noticed discrepancies in the bill. One unit was $50 more and the other $5 more than expected. The $50 difference was due to a lien fee for a past-due balance. Expressing my frustration at the high prices, I questioned the unexpected increase. I paid the overdue unit for $[redacted].90, thinking late fees had been waived. However, when I called to pay the other unit, a different representative said I only owed $67.90, leading me to believe the late fees were waived, but it turns out they weren't. A week later, my card was wrongly charged an additional $[redacted].90, resulting in overdraft. The confusion arose from miscommunication between representatives, with one not informing me of an auto-payment deduction. This has caused financial inconvenience, and I need it resolved promptly.

I used my debit card to pay for the U-Haul, but it was declined, and the total of $[redacted].8 was charged to my account and has not yet been refunded. This has caused issues with my other bills bouncing and incurring extra fees. Additionally, during the move, the heavy rain made it difficult, causing damage to special items in my late mother's attic. The U-Haul had prior damages marked with "x" which the staff seemed unconcerned about. The lack of care for my situation, the unexpected charges, and the lack of explanation on insurance were disappointing. I would appreciate a prompt call from a customer representative to address these matters.

On July 30th, we rented a U-Haul for our move. We needed the truck longer due to construction delays at our new place, but the rental company never answered our calls about extending the rental. When we reached customer service today, we found out the truck was reported stolen because they were texting a landline phone number. Now they are threatening legal action if we don't return it by tomorrow and pay $[redacted]. We are currently staying in a hotel after losing our home and can't afford that amount. I'm willing to return the truck, but I don't know how to handle the financial demands. I have never been in trouble before and have my children to consider. Any advice on what I should do next would be greatly appreciated.

I had rented a truck and car transport from the Litchfield Park, AZ location for a move to Houston, TX. The truck was in good condition. However, I encountered issues with the car transport and the technician who assisted with hooking it up. My Mercedes E350 requires special transport hooks, which the technician did not seem familiar with. Despite my inquiries, he dismissed my concerns and appeared offended by my questions. Despite this, I apologized and even tipped him. Unfortunately, the tires on the transport were indeed not suitable, resulting in a blowout in Odessa, TX. After waiting 6 hours for a replacement, the manager at my team tap pickup location provided a refund for the charge, which I appreciate. However, I now face an additional fee due to the incorrect transport hookup and believe I should be compensated for this as well.

I would like to inquire about the text regarding a remaining balance of $[redacted]+. We paid the agreed-upon price upon renting the vehicle, returning it within a 24-hour period after driving around [redacted] miles from Tuscon to Arizona City. We were surprised to receive a request for additional payment as we had discussed the cost with the staff at the pickup location. I have been a loyal U-Haul customer for over 60 years, moving more than 30 times. However, this recent experience has left me feeling misled. Could you please clarify why this extra charge is necessary? My customer number is [redacted]3. I kindly request a callback at [redacted]. I am disputing these additional fees and do not authorize any withdrawals from my bank account. Thank you for your attention to this matter. Sincerely, Rebecca S.

I recently had an issue with my card being charged without my authorization by the general manager, leading to a series of overdrafts on my account. When I raised this concern, the charge was reversed, but the general manager then placed a lien on my property. The unauthorized charge resulted in late fees and additional overdraft charges, causing further financial strain. When I voiced my complaint, the general manager responded rudely and even went as far as placing a lien on the property associated with my unit.

I am looking to recover from a terrible experience. Email left me and my two cats in a dire situation, financially struggling, and I am still in a dispute with them. They emptied my SS credit card, which I rely on for bill payments when I get my salary on the 3rd, leaving me with nothing. They even took the last $[redacted] I had for the month, claiming it was for trailer fees. This pattern repeated the following month. During the move, they mishandled my belongings multiple times, exacerbating my allergies. I had to borrow money to return to my previous location. Upon my return, I faced ongoing issues, including being followed by police due to a troublesome individual in Grants Pass, Oregon. Despite numerous unfulfilled promises, I continue to reside in my car with my two cats, battling illness. I seek assistance to take legal action against them and found this site while looking for help. Thank you, Cathie.

I signed a contract for one U-Box rental to use for 5 to 6 months at $69.95/month, with an additional $99.00 for truck delivery on 9/26/18. However, the U-Box was delivered on a trailer and I was charged $74.57, with a hold of $[redacted].31 for the trailer rental. After struggling to reach the U-Haul location, I was assigned an Action File with Ref #[redacted]. Despite assurance from the location manager that the U-Box would be removed and the hold lifted on 9/27/18, it did not happen as promised. Facing a house demolition on 10/1/18, I am unable to begin loading the rental. Adding to the frustration, I am paying for a rental I can't use and my credit card has been overcharged by $[redacted].37. The lack of communication and unmet promises have made this a distressing customer service situation.

One of our tires went flat about 15-20 miles from our destination. It was getting late and we decided to continue as there were still two tires on each side. About 5-8 miles from our destination, we noticed something felt off, and with limited places to stop on the two-lane state road, we slowed down to 10 mph and saw sparks from the rear view mirror. Realizing both tires on the right side were flat and off the rims, we managed to make it home a mile away. Exhausted, we couldn't reach U-Haul for assistance. After unloading what we could, we found both cars stuck due to the trailer condition. Following instructions, we secured the trailer and now require help as it cannot be driven safely. Any assistance would be greatly appreciated.

I, Mariane Copain, had made a reservation for a U-Haul "VAN" at a daily rate, with [redacted] miles round trip included, for August 26, [redacted], at the Kings Highway location in Brooklyn, NY. When my brother, Hinds Davall, went to pick up the vehicle, there were issues with the payment method. Despite trying to pay over the phone with my credit card, they couldn't process it. Due to this, there was confusion, and the reservation was switched to a more expensive truck instead of the van I needed. Furthermore, my name was replaced with my brother's on the order. This has caused a billing problem, with an incorrect charge to his credit card. The situation escalated when he had to go to a different location only to find out the van was not available. I demand an immediate credit of $[redacted].07 to my brother's credit card and a correction to the reservation for the van with included mileage. If necessary, I am prepared to take legal action to resolve this matter swiftly. You can contact me at any time. - Mariane Copain

When I contacted UBox for estimates, I was informed that I needed 3 boxes at $74.95 each, with liability insurance at $18 per container, unit delivery for $[redacted], destination delivery for $[redacted], and a shipping cost of $[redacted]. I had 5 boxes delivered and expected to pay for extra boxes but not additional shipping charges. Upon receiving the boxes at my destination, I was surprised by the increased shipping fees. Despite contacting them and submitting an online complaint, the manager at West Oaks argued about the charges and refused to refund the overcharged amount for shipping. I am unhappy with this deceptive sales practice as I was not informed about potential shipping cost increases. If I had known, I would have preferred a company with transparent pricing. I am disputing the excessive shipping charge and requesting a refund of $[redacted].69. Thank you for your help. Agha Ahsan

I am disappointed with the service provided today. We had a trailer reserved for pickup at 3 pm, only to find out it was not returned by the previous renter. This situation resulted in us needing to drive an hour to another location for a trailer, which caused additional expenses for rebooking movers and adjusting our flight. Ultimately, we had to load the trailer ourselves in the dark, which was challenging for my husband who has a heart condition. The lack of availability and communication from the company has put us in a difficult position. I hope the company takes a closer look at their customer service to prevent similar situations in the future.

I was advised by U-Haul representatives and managers to manage my bill on the website. Barry Wood, the acting General Manager, confirmed the website is experiencing issues, displaying a balance of $0.00 until after the due date, causing confusion. Despite multiple storage units signed up due to the "First Month Free" deal initiated by GM John Figueroa, the experience has been disappointing. Assistant Tim Agon initially acknowledged the website error but later focused on explaining U-Haul's billing process without addressing the initial confusion. When I raised concerns, Barry offered to waive the $15 late fee but left other charges intact due to website problems. This contrasts with the positive experience under John Figueroa's leadership. The lack of customer service and miscommunication from the new management is evident, with Barry even hanging up during our conversation.

Dear Team, I rented a trailer from your company today. After receiving a message regarding the return time, I called to inform that I might be 30 minutes late. The lady I spoke to stated that I needed to return on time to avoid being charged for the full 3 hours. Despite rushing to return the trailer promptly, I was still charged. I believe I deserve a refund as I made every effort to return on time. Not receiving this refund will result in a negative review, as the service I experienced was unprofessional and impolite. I request a refund of the late fee, as the trailer was returned on time. Regards, Ann V. [redacted]

I was stranded on the side of the road for two hours without any assistance with my tire. After receiving a call and text promising help in 10 minutes, I had already left due to the long wait. Even after another 45 minutes, they apologized, but I was already home and safe. I've been trying to reach customer service with no luck, speaking to various people with no resolution. Please contact me at [redacted], Susanna Ortiz. Today I rented a trailer, which I have already returned. I am upset because I paid for insurance that was not honored when I needed help. Your prompt attention to this matter is appreciated.

On Saturday, November 24th, I contacted U-Haul to reserve a cargo van for Sunday, November 25th. I spoke with a representative who quoted me $[redacted].99 for a [redacted]-mile trip to Boston. I was satisfied with the rate and proceeded with the rental. When I returned the van, I was shocked to be charged over $[redacted]. The employee mentioned she had only charged me up to Ohio due to an error. This unexpected increase in price caused me significant distress as it was not what I had agreed upon initially. I believe the mistake on their part led to unnecessary financial strain for me. I hope for a resolution that includes a reimbursement of the extra $[redacted] paid on top of the initial quote. I have been a loyal U-Haul customer and have recommended their services, but this experience has left me disappointed. I kindly ask for help in resolving this issue promptly. Thank you for your attention to this matter.

Hello, on November 30th, we rented a U-Haul truck from a storage place. The staff member initially left the keys for us under the visor, but later called requesting us to sign the rental agreement. A few days later, they claimed the payment didn't go through, although it had on our end. Now, we received an email demanding an additional payment, threatening collection. I attempted to resolve this over the phone, but they insisted on speaking to my husband, who was listed as the primary driver. I'm confused about the situation, and I provided the contract number [redacted]9. Thank you, Sarah B.

I recently received a call from Collections regarding unpaid fees dating back to September [redacted]. Surprisingly, I never received any notifications regarding this balance through phone, email, or mail. The entire rental experience was a disaster right from the start. Upon arriving at the agreed-upon location to pick up the truck, there were no trucks available, and the office was closed. After a long search, we located a truck from another distributor and had to travel 40km to retrieve it, wasting over half a day. I followed the procedure by leaving my credit card information; however, I returned the truck to a different location. Despite being a repeat customer of u-haul with a record in their system, I failed to receive the customary e-receipt via email. Collections mentioned charges for three dollies that I did not request or use. Furthermore, the location where I picked up the truck forgot to take my license information initially and had to catch up with me 20 km away. I was unaware of the additional charges and would have addressed them promptly if informed. I anticipated some form of compensation due to the whole ordeal, including time and mileage allowances. This issue must be resolved immediately as it is negatively impacting my credit score, which I value greatly. It is disappointing to feel further mistreated by u-haul's inefficient system and unhelpful representatives.

I rented a storage unit from U-Haul first month. After that, when I contacted them to make a payment for the next month, they claimed I was already paid up. However, they later said that I had missed a payment the previous month, resulting in late fees. It took them several months to correct this mistake. Since then, I have tried to make partial payments, but they now claim that they cannot accept them. They have given me a hard time, adding late charges and not properly crediting my account. I am frustrated by their actions and want a credit for the inconvenience. I am in the process of moving out my belongings this month, but they are not allowing me to access my storage properly. This has been a stressful and disappointing experience with U-Haul.