U-Haul Customer Service Issues

I faced a life-threatening situation with my pickup breaking down in freezing weather with people and appliances on board. In desperation, I had to rent a small U-Haul truck. I found River City Propane in Cedartown, Georgia about to close. I had no choice but to rent the truck, costing me a total of $[redacted].66 for an extended rental. To add to my frustration, I was charged extra for returning it to the original store, despite being instructed to do so. Now, they are charging me an additional $30. This situation has left me feeling taken advantage of and financially burdened. I am considering legal action against them and U-Haul for mishandling the transaction. I am extremely upset and disappointed with this whole ordeal and feel like I am not being heard. I have tried to contact U-Haul's customer service without any resolution, but I am contemplating reaching out to consumer advocates for further assistance.

This morning, my wife had a conversation with Brandon in your Customer Service Department regarding an unauthorized fraudulent charge on my credit card ending in [redacted] from a previous rental. Brandon mentioned that the automated system mistakenly removed the charge of $[redacted].58 on February 11, [redacted]. I rented a truck on January 6, [redacted], settled the charges on January 8, [redacted], and now require the money to be reinstated promptly. Rachel from Customer Service previously confirmed the reversal of this charge. I am eager to receive a response soon as the unauthorized transaction is distressing. Please address this situation promptly by reversing the charge and returning the money to my credit card ending in [redacted]. Thank you, Richard Driver, Sr.

On December 12, [redacted], I noticed a holding fee of $[redacted] charged to my account during a transaction with UHaul. Despite paying the full amount, the hold fee was not refunded and not applied to the total. I disputed the charge with my credit card company, and they credited me. However, on January 16, [redacted], I was unexpectedly rebilled the $[redacted]. When I reached out to UHaul, they acknowledged the error but the system did not show the refund. My credit card company confirmed UHaul's response but did not provide details. I am requesting immediate resolution as I have paid $[redacted] for a 10ft truck for 3 days and only used 47 miles. This simple error needs prompt correction. I am disappointed with Capital One's handling of the situation and trust UHaul to address this promptly and professionally. Thank you.

I used to work at the U-Haul Lynn store in Lynn, MA on Lynnway until 07/15/18. It's March 4th, [redacted], and I have yet to receive my tax documents. I have contacted the manager, Joshua, at the Lynn store several times and left messages, but still haven't received them. I was initially told they were sent electronically, but I never got them. I need my federal tax documents to file my taxes, as required by law by Jan 30th. This issue needs to be resolved promptly. Please reach out to me at [redacted] or [redacted]7.

I rented a truck and only drove 8 miles, returning it with the same fuel level. However, the rental location erroneously charged me $15 for fuel. Additionally, the staff did not disclose a damaged area on the truck that could result in water damage due to a temporary fix with aluminum tape. This crucial information was not provided, jeopardizing my decision to rent the truck. I request someone from corporate to contact me promptly to address the overcharge issue and report the deceptive practice of this specific location. Your prompt attention to resolving this matter is appreciated. Thank you.

My husband collected a trailer today for our move later in the evening. After I filled it to its limit, he found several valid complaints upon inspecting it at home. The safety chain is completely rusted, the lightbulbs are burnt out, and poorly caulked wall mounts are sliding down the side. Despite its appearance, I believed it was suitable for a [redacted]-mile trip. Now, my husband, typically easy-going, is hesitant to use it for his journey due to these issues. I loaded the trailer for hours, and time is tight for his trip. We had planned to use U-Haul for two more trips between Texas and Indiana. I hope for a significant discount for this first trip, as he has no other option, and a better-maintained trailer for the next runs. If not, we will not use U-Haul for the remaining moves. Besides the mechanical problems, the staff member who assisted him seemed rushed and didn't finish processing the reservation, leaving some dissatisfaction.

I am calling to report an overcharge on my U-Haul card. I rented a regular dolly from the Chandler U-Haul location on Arizona Ave, but the furniture dolly I also ordered was never available. I spoke with an employee who assured me the account would be adjusted, but I was still charged for the 28 days I had the furniture dolly on my rental. I request a refund for the furniture dolly that was never received. Please contact me at [redacted] or email me at [redacted] Thank you for your attention to this matter. Good night.

I rented a 15 ft U-Haul truck with in-town costs plus 79 cents per mile for my move from NorCal to SoCal. Prior to my out-of-town trip, I needed to pack items from 3 different storage units in Ceres. I explained my situation to Leann at Silo Storage and she agreed to let me have the truck early to load it up. On Saturday, April 6, I was supposed to return to the same location before closing to re-rent the same truck for my one-way trip to SoCal. However, I got overwhelmed by the moving process and lost track of time. I called Ceres Storage in a panic, left a message about my mistake, and mentioned that I would return the truck to Hemet, CA on Tuesday, April 9. I spoke with Chris from the Ceres location on Monday, explained the situation, and he said it was okay to return it to the Hemet location. Upon returning the truck in perfect condition, I was billed $[redacted].49, which shocked me as I had estimated around $[redacted]. The employee saw my distress, allowed me to make a promissory note to U-Haul, and advised me to contact the corporate office. I tried to reach Debbie on Wednesday after a disconnected call, but have been unsuccessful. This is my attempt to resolve the overcharging issue promptly. My contract number is [redacted]4 for Carol Crum Golien. Thank you for understanding and assisting me in fixing this issue swiftly.

Hello, my name is Chris and I visited the U-Haul store on Buffalo Road in Erie today around 3 o'clock to get propane, which I have always done. Over the past 25 years, I've observed that the propane regulations are getting stricter and the customer service handling of it is leading to turnaways for minor reasons. A customer service representative at the store rudely approached me from a distance and explained three reasons why they couldn't fill my tank before even talking to me face-to-face. While safety is crucial, it seems like the staff may not want to work outdoors in challenging weather conditions. Despite bringing legal tanks in a proper vehicle, I've experienced a significant increase in issues over the last year. As a result, I have decided to cease all business with this particular U-Haul store permanently.

To the concerned party, I would like to address an issue I encountered at the Dothan AL establishment. I arranged and paid for the installation of a hitch receiver on our van. Despite arriving promptly for the appointment, my husband was told that the job would take 3-4 hours because they couldn't start right away. After waiting for over 4 hours with no progress made on our vehicle, my husband had to leave without the work being completed. The manager's lack of apology was disappointing. I am extremely upset and dissatisfied with the unprofessionalism displayed. This falls short of the service standard I expect from U-Haul. I urge a review of the customer service at the Dothan, AL location.

On May 1, [redacted], around 4:00 pm Eastern Time, at a Columbia, SC U-Haul store I frequent, my daughter, who is handicapped but very bright, had an upsetting experience with the General Manager, Mr. E. J. Jones, at the Two Notch Road Store on the intersection with Alpine Road, Columbia, SC [redacted]. The contract was in my name, Elizabeth F. Seale. I've been a loyal U-Haul customer for years but this unfortunate incident with Mr. Jones today was shocking. He was rude and insensitive towards my disabled daughter, who was there to purchase supplies for her upcoming move. She felt the truck recommended to her was too small. This whole ordeal left her in pain and distress. I believe Mr. Jones should be retrained or removed from his managerial role for his unacceptable behavior towards a disabled young woman. I am seeking to speak with the South-East Regional Manager urgently about this issue. Thank you, Elizabeth F. Seale.

I recently received a message from a friend that her father, a police officer, mentioned that they are looking for the U-Haul truck I rented. This has caused some concern, as my wife assures me everything is up to date, and the truck is scheduled to be returned at 7 tonight. I am seeking confirmation to have on hand in case of any issues. This ordeal has made me reluctant to rent from U-Haul in the future unless there has been a lapse in updating information on my wife's end. I would appreciate clarification to determine if this is a misunderstanding or if there has been a mistake in the system.

I recently rented a UHAUL from The Country Store and Gardens on Vashon, WA on 4/28/19 with an account number of [redacted]3. I was charged an additional $[redacted].54 because the truck was marked as “missing” for four days since I did not use the UHAUL app to check it out. This was not explained to me during the rental process, and if it had been, I would have completed the task. I was also charged $25 for not sweeping out the vehicle, another requirement I was unaware of. I mentioned to customer service that the person who rented me the truck was new and did not inform me about using the app. I had no idea leaving the truck required online confirmation. It was unclear to me how to properly return the vehicle. I have used UHAUL before without such issues. If this charge is not refunded, I will give UHAUL a poor rating and not recommend them. I hope you reconsider this fee, as it was due to a lack of information on your part, not mine. Sincerely, Jennifer O. [redacted]/[redacted]

I am reaching out on behalf of my sister who rented a U-Haul in Ocala, FL. Due to her serious health condition and hospitalization, we were unable to retrieve the truck sooner and her personal belongings are still inside. We managed to locate the truck at our local U-Haul center, and we kindly ask for assistance in retrieving her belongings considering our difficult situation. We understand the inconvenience this may cause and sincerely apologize. With limited financial resources and her lack of health insurance, we are struggling to manage her medical expenses. Her husband has returned home to support her, and we are hopeful for her recovery. We respectfully request your compassion and understanding in allowing us to access the truck to retrieve her and her children's belongings during this challenging time. We await your response with gratitude. Thank you.

I am writing to seek assistance regarding my sister's rented U-Haul in Ocala, FL. Unfortunately, she is battling stage * terminal non-Hodgkin's lymphoma and was hospitalized unexpectedly. Due to her condition, we were unable to locate the truck. Thankfully, a friend informed us that it was at our local U-Haul facility. We managed to retrieve the truck but her personal belongings are still inside. As she is unable to communicate with us, we are kindly requesting access to remove her and her children's belongings. We are facing financial hardship due to her health expenses and would greatly appreciate any help in this matter. We understand the inconvenience this may cause and apologize. Your understanding and assistance would mean a lot to us during this difficult time. Thank you for considering our request.

I recently received a notice of default regarding my storage unit, the first email in months. I've tried contacting the office through all available channels to settle my bill, but with little success. The office rarely answers the phone after the first hour of the business day and doesn't accept partial payments. There have been personal challenges with illness in my family and the recent loss of my in-laws, along with the end of my 10-year military career. I possess military equipment that needs to be returned, and I have two units, B120 and E018, which need attention. I no longer reside in the area and simply wish to discuss a feasible arrangement. I am committed to paying what I owe but need proper notice to do so after months of attempted communication.

My husband and I reserved a 15-foot U-Haul, but only received a 10-foot truck. After being redirected to three locations due to the unavailability, this caused us a lot of stress during our move from the Bay Area to LA. We even had to leave behind personal items because of the limited space. I am requesting a refund and would like to discuss this matter with a representative to address our disappointment and the inconvenience we faced.

I noticed an overcharge on my recent monthly U-Box bill. I have autopay for 3 U-Boxes each month and this time, box AA0640B was charged $89.95 with an extra amount attributed to a "late fee" due to a rejected card. Strangely, the same card successfully paid for boxes AA0895E and AA4868F shortly before this incident. After confirming with my card issuer that my card is active, I am puzzled by the rejection. Despite attempting to reach out to the U-Haul facility manager without success, I remain eager to have the late fee removed and resolve this matter promptly. Thank you.

I encountered a difficult situation while trying to return a van at the Hershberger Rd., Roanoke, VA location. The clerk was uncooperative and rude, refusing to inspect the vehicle or verify the mileage together. Despite having received good service previously, this encounter was unacceptable. The clerk even threatened to involve the police and accused me of being racist, which is unfounded. Despite my efforts to resolve the matter, calling UHaul twice only resulted in long wait times on hold. I am a legal professional named Diana Hawks, with Reservation No. [redacted]0, seeking urgent assistance following this troubling experience on June 17, [redacted].

A few months ago, during a phone call with "Tony," I was assured that the $50.00 lien fee would not be charged after 15 days. However, when I called on the 3rd day of the 15-day period to make my payment, the fee was included. Despite speaking with four customer service representatives who said they would remove the fee, I was informed I needed to speak with the manager. After numerous attempts, including 10 phone calls and emails from representatives, I never received a call back. I am about to pay my June rent along with a $20.00 late fee, but I am disappointed that there has been no effort to contact me or remove the $50.00 lien fee from April [redacted] as promised. My storage unit is located at U-Haul of Taylor, [redacted] Telegraph Rd, Taylor, MI [redacted]. My name is Becky Pierce, and my storage unit number is [redacted]. Could someone please address this issue before I make this month's payment? I have been a customer for nearly 2 years, and this lack of communication is unacceptable. Thank you for your attention to this matter.