U-Haul Customer Service Issues

About a year and a half ago, my landlord rented a U-Haul from you in El Dorado, Arkansas. The rental was for 48 hours, but after 24 hours, I got a flat tire and damaged the rim. I called your [redacted] number for assistance, but the promised tow truck never arrived. I fell asleep in the car and woke up later to find no help had come. After contacting the 1-[redacted] number again, a tow truck finally arrived. Due to the delay, I was given an extra 48 hours of free rental time. Despite not being able to fill up the gas tank because of financial constraints, I was reassured it was okay. However, I was later wrongly charged for not returning the U-Haul. After a misunderstanding with the police, I am now trying to resolve this issue. I would appreciate a callback to address this matter promptly. Thank you.

I am a 57-year-old female who rented a U-Haul truck in Bangor, Maine. I traveled alone from Massachusetts and ordered a 10ft truck, but they did not have one available. They offered me a 15ft truck for the same price. When I arrived in Bangor at around 6-7 pm, it was dark, and I felt vulnerable as a petite woman weighing under 100lbs. After a taxi ride to the location, I struggled to get the truck due to U-Haul sending numerical codes instead of alphabetical ones for the locks. I waited on hold multiple times for hours, feeling scared in the dark and alone. I eventually found safety at a police station. I am deeply disappointed in U-Haul's service and demand to speak with a supervisor to address this dangerous situation they put me in. I am determined to receive a call from a real person and will take legal action if necessary due to the mishandling of my rental and safety concerns.

I received a quote for a truck rental at $62, which included a dolly and insurance. The price was for 15 miles, and the gas tank was at less than one gallon. Upon returning the truck within 2 hours, I asked the agent for the total, but she took the keys and said she'd send me a receipt after verifying the miles. I insisted on waiting, but she asked me to leave, assuring me I'd get a receipt. I later discovered I was charged $[redacted], causing overdraft. The agent claimed it was for a $20 gas fee and a $50 refuel fee. I used only 10 miles and returned the truck with almost the same gas level. I was never informed of these fees beforehand nor given a chance to dispute them. The agent mentioned they didn't verify anything and that by leaving, I agreed to the charges. I have evidence of the gas levels at pick-up and drop-off, asserting that I wasn't informed or consented to these extra charges.

I have a rental for a 26-foot van with serious mechanical issues. After contacting the owner about the problem, I was directed to call the 1-[redacted] number for emergency assistance. Trying to reach someone for 15 hours has been a nightmare. We were told to respond to a text message once we finished unloading the vehicle, but the truck is not in a suitable location for unloading. Unfortunately, we are now stuck without assistance from U-Haul to resolve this situation.

My husband rented a U-Haul, but unfortunately, the brakes were faulty. We contacted roadside service, but help only arrived after four hours. The service person couldn't fix the brakes and advised us to return the truck the next day. Despite our efforts the following morning, it took over an hour to arrange for a replacement U-Haul. After waiting three hours, the replacement never arrived. Instead, we received a call telling us to drive the unsafe truck with bad brakes back to the rental dealer. The customer service representative was unhelpful and even suggested it was our fault for parking on grass. The size of the truck is irrelevant to the brake issue. Our weekend plans to move were disrupted due to the delays caused by U-Haul's staff.

I rented a storage unit at U-Haul in Warminster, PA, on Easton Road at the end of August and got one month free with a truck rental. Today, I found my storage unit locked because my payment card was deactivated. I tried to discuss my bill as it was due today and I planned to remove my belongings tomorrow or Monday, but they couldn't help due to outdated system information. I faced a $15 late fee despite it being the due date. I can't access my unit, and I'm puzzled by the strict rules prohibiting refunds. I'll also need to rent another truck later, possibly with a free month for the storage. This situation is frustrating; I need guidance on how to proceed and access my storage unit during this move.

I rented a 20-foot truck from a U-Haul store in Gadsden, Alabama around 1:00 p.m. on Saturday. The sales associate was friendly, and her husband helped secure my [redacted] Scion DX for towing, which has only 2,[redacted] miles on the engine since I purchased it new in September [redacted]. Unfortunately, he left the emergency brake on and the car in park instead of in gear for towing. After driving 15 miles, I smelled burnt rubber and realized the issue. I called yesterday to report the problem as I believe my car will need servicing once I reach Florida. I hope for a safe trip despite this incident. Looking forward to hearing from your office. Sincerely, S. O. D. O. N. I. A. B., US Air Force disabled veteran

It took us 3 hours to figure out how to use the app to pick up the truck, and once we did, the code didn't work. We were instructed to try other locks and codes, leading to one mechanism breaking and cutting my helper's hand. The U-Haul pickup attendant showed little concern and only provided a band-aid after 30 minutes of bleeding. It took over an hour on the phone with U-Haul and at the pickup location before we could finally get the key. Additionally, the furniture pads I had paid for were missing from the U-Haul. The individual at the rental place was impolite. Overall, it was an unpleasant experience, and I am very dissatisfied with U-Haul and the entire process.

During my truck rental, I requested an extension, and unexpectedly, the safe drive insurance was added without my consent. Despite me paying the bill and reporting the location to the police, they considered it abandoned. Instead of notifying me, they retrieved the truck and charged me for the additional days it was in their possession. There have been multiple unwarranted charges on my credit card, some occurring twice in a day. I returned the truck after 39 days instead of the 42 as agreed due to the days they had it. I've already been billed $[redacted].86, with an extra charge of approximately $[redacted], which seems excessive compared to the calculated amount of $[redacted].00. There are discrepancies totaling $[redacted].96, excluding the 2 days I didn't have the truck. Additionally, the safe drive insurance charges, which I did not opt for, need to be removed.

I made a reservation for a 6 by 12 ramp trailer on Nov 10 after finding the 8th and 9th unavailable. Typically, I book with the Erskine Hwy dealer in Seaford, DE. However, after the reservation, U-Haul informed me to pick up the trailer in Salisbury, MD, which is 30 miles away. This is a significant inconvenience as I usually only travel 5 miles for pickups, and it will cost me an extra $20 in gas. When I inquired with reservations about locations in Delaware, they insisted I go to Salisbury instead of any of the five U-Haul dealers close to me. The pushy attitude to make me drive so far is disappointing and has tarnished my usual positive impression of U-Haul. The customer service experience during this reservation was truly frustrating.

Hello, My partner and I rented a U-Haul on October 4th for 2 days. We later extended the rental period by one day. We rented a 10-foot truck for $19.99 per day with an additional $14.00 daily insurance fee. When we returned the U-Haul on Friday, October 7th, the rental location was closed. We left a message with the return time and left the keys in the U-Haul box. However, upon reviewing the charges, the store incorrectly billed us for 4 days instead of the 3 we used. After contacting U-Haul customer service and speaking with Yolanda, we were assured that we would be refunded the $40.95 overcharge for the extra day. An email from a representative named Bill Martin on October 18th, [redacted], also confirmed the refund. Unfortunately, we have not yet received the reimbursement on the card we used for the rental. My partner experienced a medical emergency on October 26th, and as we are currently in the hospital, we kindly request expedited assistance in resolving this matter. Our reference number is [redacted]. Thank you, Sara R

I reached out to U-Haul multiple times yesterday regarding a rental truck I had that was considered abandoned with all my possessions still inside. Despite making numerous calls, I was informed that Recovery would contact me, which never happened. I have now enlisted my lawyer's assistance to help recover my belongings, which were mistakenly claimed to have been taken to a landfill yesterday. I am eager to receive prompt clarifications about when I can retrieve my belongings from U-Haul, as they rightfully belong to me and should not have been disposed of.

Regarding Contract #[redacted]0, I encountered several issues with the transaction. Renting the truck/car trailer under the impression of $89/day led me to assume that a 2-day rental would include an additional 89 miles. At drop off today, I discovered it was actually 89 miles for the entire rental period, not per day as I initially thought. The 15-foot truck I rented, recommended for a 2-bedroom apartment/1-bedroom house, was too small, resulting in an extra trip. When I returned to discuss the additional charge, I was advised that a 20-26 ft trailer would have been more suitable, information that was not provided during pick up. I believe the information on the U-Haul site should be clearer to prevent misunderstandings and potential additional charges. Despite returning the car trailer on day 1 of the 2-day rental, I did not receive any credit. I plan to dispute the extra charge on my credit card by December 9th. The lack of transparency in pricing and equipment suitability has left me considering leaving a negative review and reconsidering future rentals with U-Haul. I am open to discussing and resolving the situation. Your understanding is appreciated.

Hello, I'm Kimberly Kerns. I'd like to discuss my previous complaint from today, which was quite detailed. The reference number is [redacted]0. When you attempted to call me, I encountered technical difficulties. There were two different garbled messages followed by complete silence. I tried calling back, but all representatives were busy, so I left a message explaining the situation. Oddly, my phone indicated I had received four voicemails from you, yet they all seemed to have the same issue of unclear communication. I am hoping for a clear conversation soon, so please reach out to me at [redacted].

Over the past few months, I've used U-Haul services at the "Garden Street" location in Titusville, Florida. However, my recent experience will be my final one. I've consistently encountered issues with the rental vehicles. I urge a U-Haul representative to conduct a thorough assessment of the current fleet. Every vehicle I've rented had a mileage blockage due to maintenance alerts. In my latest rental, I discovered an empty gas tank upon starting the vehicle. When I intended to rent a van for two days, I was assigned a box van instead, which had significant damage to the passenger door. Upon returning the vehicle immediately, I was met with verbal abuse from a female employee who labeled me as a "Nasty" customer. Despite my concerns, I was banned from renting at that location and charged for two days even though I had the vehicle for less than two hours. I will provide my bank statement for clarification. The lack of mileage accountability across multiple vehicles and the refusal to refund for damages are alarming issues that need to be addressed.

Contract #[redacted]8 with U-Haul in Moscow, Idaho on January 31, [redacted]. I recently had a trailer hitch installed on my [redacted] Subaru Outback, along with wiring. The total cost for the wiring installation was $[redacted].95 plus tax. Upon checking for the wiring connector under the rear bumper for the trailer, I was surprised to find that it was located inside the cargo area near the spare tire. I contacted the U-Haul location that did the installation, and they confirmed that this was the intended setup. However, I find this inconvenient as I have to close the tailgate on the wiring each time I use it, risking damage to both the wiring and the seal around the tailgate. Additionally, accessing the lighting connection necessitates unloading the cargo area if the SUV is loaded. This setup does not meet my expectations for a $[redacted].95 installation and is highly impractical. I believe there should be an external pigtail near the hitch for easier access. Allen Shallbetter from Pullman, WA.

I rented a U-Haul box truck for a short period that ended up needing an extension. Initially planned for a couple of days, the rental stretched to about 5 to 6 additional days, catching me off guard. When I requested just an extra hour on the last day, U-Haul only granted me 30 minutes. Despite not having another customer waiting, they stuck to the restrictive timeframe. This experience left me disappointed, especially after being a regular customer. I have decided that U-Haul will not see my business again in the future.

I rented a U-Haul on a Friday for an extended period starting on Saturday, but encountered multiple issues. Despite having a reservation for 11 AM, I was given until 10:30 AM, causing confusion. Additionally, heavy rain prevented me from using the truck as planned. When I finally got the vehicle, I realized the tires were in poor condition, only after driving it. I was forced to pay for a second day due to the delays, and then ended up damaging property twice on the same day due to a defective U-Haul tire causing issues. I urgently need reimbursement for these problems. The location where I picked up the truck was the Gen Courtney Hodges in Perry, GA. If you could assist me with this matter, it would be greatly appreciated.

I booked a reservation through the U-Haul app nearly a month ago. However, during the reservation process, I was mistakenly charged $[redacted] for moving equipment I did not select. To address this issue, I visited the U-Haul store in Warwick, Rhode Island. The manager there helped process a refund for the initial $[redacted] charge. Unfortunately, during this process, I was charged an additional $[redacted], resulting in a total of $[redacted] for moving supplies. While $[redacted] was successfully refunded to my bank account, the remaining $[redacted] is still pending with U-Haul.

I have been struggling to pay for my overdue storage unit. Despite visiting the facility once, the manager mentioned they were closing soon and leaving town. He seemed to recall our previous phone conversation where I expressed frustration, which he didn't appreciate. I want to avoid any confrontation, so I plan to settle the payment over the phone and retrieve my belongings. The way the manager spoke to me during our interaction, in front of other customers, made me feel belittled and embarrassed.