U-Haul Customer Service Issues

I have booked two appointments with U-Haul to install a hitch on my [redacted] Hyundai Sonata. Unfortunately, both times I arrived, they did not have the hitch available, causing me frustration and a waste of time. Despite efforts to resolve the issue with corporate customer support, I was directed to a location 1 1/2 hours away where they were too busy to complete the installation. I suggest U-Haul provide me with a pickup truck with a hitch for my inconvenience. I am willing to drop the vehicle off within [redacted] miles of Dallas at no cost for them to complete the installation at their convenience. Thank you. Best, M.Z. [redacted] [redacted]

We rented a U-Haul from Chubby's BP, but when we arrived, the trailer was missing. We were offered an open one from another location but needed a closed 6x12 due to rain. After a long search, we found one and rushed to pick it up. Despite the inconvenience of having to return it early the next morning, we managed to make it work. We are displeased with the situation, especially having to load and unload ourselves due to the initial rental location's unavailability. We noticed the U-Haul Guaranteed Promise poster offering $50 if not delivered as promised. We would like to claim that $50 for the trouble we faced. It will help cover the cost of our next rental. Thank you.

I rented a truck and was supposed to receive a deposit refund of $59. I was expecting it to be returned to my Visa debit card, but it hasn't shown up. Despite visiting the rental location with my bank statement, U-Haul hasn't provided any assistance. The rental was on June 20, and the refund was meant to be processed by June 24, but it hasn't reflected on my statement. I'm eager to have this issue resolved promptly.

I have a lengthy issue with being overcharged for storage units. Initially, I was informed by numerous reservation representatives that the storage would be free. However, after changing my vehicle drop-off location as suggested, my supposedly free storage contract became null. Despite confirming with various customer and store reps that it would be free, I was charged unexpectedly. Subsequent emails led to a warning about potentially malicious links and false claims of speaking to a manager. I have been frustrated by the lack of clarity and accountability in resolving this costly mistake. I seek genuine assistance from someone in authority who can address this situation honestly and effectively. What was promised as free storage resulted in nearly $[redacted] in charges. I eagerly await a resolution to this confusing and aggravating ordeal.

On July 16, [redacted], my brother, James Balcom, was at the U-Haul service counter in Henderson, NV, to rent a U-Haul. I was on the phone with my mom and the cashier, Christy, to assist with the payment. Christy mentioned an additional 2 dollars owed, and I agreed to contribute since I had only 4.11 in my bank account. Christy promised to charge only 2 dollars and some change to my card. However, the amount deducted ended up causing financial difficulties, leading to NSF fees and unpaid bills. I am requesting U-Haul to locate and provide the recorded call from July 16, [redacted], as Christy's misrepresentation has had severe consequences for me and my family. I believe there was misleading information provided, affecting my financial situation. I hope this issue can be resolved promptly. Thank you for your attention to this matter. Judy May Balcom.

My daughter rented a U-Haul cube van in Orillia on Rama Rd. When she arrived, she found the keys in the closed van and noticed a broken rearview mirror. Since this was for an "F" license test, she couldn't use the van. She returned the keys without driving the van and had to rent a larger truck from another U-Haul location at double the cost. We are requesting a refund of $[redacted] for the unused U-Haul and reimbursement of the additional $[redacted] for the inconvenience of having to get a second vehicle. We have been unable to reach the U-Haul on Rama Rd. today to address this issue, which is frustrating. Your assistance in resolving this matter would be greatly appreciated.

I had a very disappointing experience at the Alsip location with the manager, Diana. Despite sharing my concerns, she provided poor customer service and was inconsiderate. They gave me the wrong trailer for my sports car even though I provided the model and make. Due to a deadline for a cross-country trip, I drove to the facility to double-check the size. No one explained how to use the trailer upon my arrival. Having to keep my driver side window down to load and unload the car was inconvenient and led to damage in bad weather. The customer service representatives misinformed me about early returns and charged me for a full week instead of the days I used. I advise against renting from or visiting this U-Haul location as they seem unwilling to rectify mistakes or ensure the safety of your belongings.

I, Kai L., rented a U-Haul car hauler in Phoenix, Arizona, for a trip to Olympia, Washington, allowing for a six-day rental period last month. Unfortunately, I had to leave the trailer just 2 hours away from Phoenix shortly after renting it. The total cost amounted to around $1,[redacted], and I believe I should be refunded a portion of this amount. For a company to maintain customer loyalty, it should prioritize customer needs. The local U-Haul representative I initially spoke to was unhelpful, and I would appreciate speaking with someone who can assist me further. I have always valued U-Haul's services and would like to continue using them in the future.

I recently received a call from someone claiming to be the general manager of Rock Rimmon U-Haul. The individual, who identified themselves as Jason Car or a similar name, was incredibly rude to me. I am the main contact for my cousin, who rented a U-Haul from them last night. The way this person spoke to me, talking over me and being disrespectful, is unacceptable. It was early in the morning, and facing such disrespect is something I will not tolerate, whether it's for myself, my children, or any other adult. I informed Jason that the U-Haul was on its way, but he continued to speak loudly over me, prompting me to end the call. Subsequently, he bombarded my phone with calls, raising his voice each time. This behavior, especially from someone claiming to be a general manager, is appalling. If this is how customers are treated at Rock Rimmon, there's a serious issue that needs addressing. If action is not taken, I will escalate this matter. Disrespect at this hour is completely unacceptable, and as a paying customer, I will not stand for it.

I rent a storage unit with Au Haul, and I am facing eviction even though my account is in good standing. I received less than 48 hours' notice to move out, and I was not even aware of the eviction until I saw the email after the deadline had passed. The notice only mentioned that I need to clear items outside my storage. I have always paid all fees promptly, including the dumpster fees. Despite being willing to vacate, they are not allowing me access to my storage without providing a valid reason. I am frustrated as I deserve to be informed, educated on the issue, and given a chance to rectify it. The staff and manager have been unhelpful, and I am seeking assistance from someone who can provide clarification.

My experience trying to rent a car carrier trailer from U-Haul has been incredibly frustrating. I have been sent to multiple locations only to be told I have a limited time to use the trailer I reserved for a longer period. It seems like there is a shortage of equipment, and they are trying to maximize their profits at the customers' expense, which is unacceptable. The lack of customer service and the constant runaround I have experienced is truly embarrassing for U-Haul as a company. I have wasted time, money, and effort driving back and forth to different locations, only to be let down each time. The way I have been treated and the lack of available equipment is not only disrespectful but also feels like a violation of my rights as a customer. I am planning to raise awareness about this issue, as I believe U-Haul needs to step up and improve their service. The whole situation has caused unnecessary stress and inconvenience, and I am determined to file a formal complaint about my experience.

I placed an order for a truck and a tow dolly with a 30-day notice, hoping it was sufficient time. However, just a day and a half before our scheduled pickup, "Sharon" from U-Haul contacted my wife to inform us they had no available trucks nearby. After some delay, we managed to find a truck at a location 45 minutes away, setting us back even further. Upon arriving at the pickup location, there was a two-hour wait since nobody could be reached. Despite our attempts to contact Sharon, she was unresponsive and handled the situation unprofessionally. This led to more delays and frustration. To add to the inconvenience, we were then informed at the Waco location that we needed to go to another spot to pick up the tow dolly, causing even more time lost. Sharon's offer of a $27 discount was inadequate considering the troubles we faced, especially since it wouldn't cover the extra expenses incurred. As the rental was made under my name, I believe a more substantial discount is warranted for the inconvenience. Thank you for your attention to this matter. -D.H.

I need to report a case of fraud that occurred at the U-Haul on Clinton Highway. An employee there has taken my credit card details and used them to empty my bank account. Despite filing a complaint with U-Haul, I have not received any follow-up from the company. I have taken steps with my bank and plan to involve a lawyer and the Better Business Bureau. The employee assured me he would be at the location early on Friday to collect the truck, but he did not show up. The security cameras at U-Haul can confirm this. The initial rental agreement stated a certain amount, but it was altered without my consent. I have been trying to reach someone at U-Haul without success. A representative assured me that someone would contact me, but as of now, no one has. This matter is very serious, and I am prepared to pursue legal action if it is not resolved promptly.

I had made a reservation for a 10x10 Climate Controlled Storage room and a 26’ truck rental at your Haines City, FL location for the 3rd of October. However, I was informed by "Kelly" yesterday that the storage room is not available. I am frustrated as I specifically chose this facility after researching thoroughly. Today, when I called the facility, a staff member suggested downsizing the unit, but a 10x10 is the smallest I can use. It is disappointing that U-Haul accepts reservations without ensuring availability. Moving is already stressful, and starting over after making a reservation adds unnecessary pressure. Is this standard practice for U-Haul? Regards, M. G.

Hello, I am Michelle P. I have rented from U-Haul multiple times without any issues. However, my recent experience with the pickup in San Antonio San Pedro location has been troubling. The vehicle was dirty and had a strong odor. Additionally, after a mix-up with the reservation, I was harassed by an employee while my husband's rifle and daughter's skateboard were left behind in the truck. The staff rushed me during the return process, and I was charged for the whole day due to a double booking. I find this situation highly inconvenient and unprofessional. I have already spoken to a representative regarding the extension of my rental. I demand a resolution promptly as it is unacceptable to be treated this way. Thank you.

I was involved in a hit-and-run incident with a U-Haul truck. The driver was driving recklessly and fled the scene. Despite my efforts to catch up and gather more information, I couldn't get the license plate. I did report the incident to the police and contacted U-Haul, but will have to wait until Monday to speak with someone. The U-Haul should have some damage as the back of my car was significantly impacted.

On December 7th, I rented a car dolly with torn straps. Three incident reports were filed, and I was assured a call from the store manager within 72 hours. Unfortunately, I have yet to receive this call. The manager also promised a $50 refund, but this has not been credited back to my card. The behavior of your supervisors and managers is disappointing for such a large company.

Someone needs to contact me immediately. If my credit card is charged again, I will take legal action against the company. I did not rent a car or truck, nor did I receive any communication from your company. I incurred $[redacted] in return fees due to this issue. Please reach out to me before 5 o’clock today at [redacted] to resolve this matter. Otherwise, I will involve the police, and whoever used my credit card without authorization will face legal consequences for fraud and theft.

I have spoken to four different people about my experience with U-Haul, but each time I'm either promised a discount and left waiting for a call or the chat is abruptly ended on the website before I can even finish explaining my issue. My frustration began on December 31 when I went to have a hitch attached to my vehicle as per my reservation. Upon arrival, I was informed that the reservation made for me was entirely wrong due to incompetence on their end. The hitch I needed was a special order, which the person who made the reservation should have known but failed to communicate. This resulted in last-minute changes and expenses as I was forced to rent a 15ft truck, hire someone to drive my vehicle, and pay for their return trip across the country due to having a young child who couldn't travel in the driving truck provided instead of the pull-behind I needed. Despite assurances of a discount for the inconvenience, I never received any follow-up or resolution from U-Haul, even after multiple attempts to reach out. The lack of accountability and communication from the company during this stressful time is unacceptable, and I'm seeking at least a $[redacted] refund for the extra costs incurred.

Hello, my name is Manjit Singh from Yuba City, CA. I rented a U-Haul truck on 3/24/[redacted] from the U-Haul location at [redacted] Colusa Hwy in Yuba City, CA ([redacted]). After loading my stuff, I noticed the check engine light was on after filling up the gas in Yuba City. I returned the truck and was given a replacement, but I found the tire was in poor condition. Despite asking for a different truck, I was initially denied due to all trucks being booked. After insisting because I had a food delivery to make in about 40 minutes, they eventually provided me with a different truck. I returned the truck on 3/29/[redacted] with more gas than I initially had, but they refused to provide any gas refund.