U-Haul Customer Service Issues

During my visit to the U-Haul location at [redacted] Broad St in Fairborn, OH, on 4/22, I encountered an unsettling experience. Despite being the first customer in line, the attendant chose to assist two white women who arrived after me. Feeling ignored and frustrated, I inquired why I had been passed over, only to receive a dismissive response claiming the attendant hadn't seen me. This explanation seemed inadequate given the small size of the office and my clearly visible presence. Disheartened by this encounter, I made the decision to take my business elsewhere, as I perceived a possible racial bias in the situation. As a resident in this close-knit military community, I was left feeling disrespected and hurt by the incident.

I made a reservation for a truck a little over a month in advance, only to be told a few days before that I had to go 40 minutes out of my way to a different pickup location. When I arrived at the site, the truck wasn't there, so they directed me to another location 40 minutes away in another direction. I found it unreasonable and refused. Eventually, they suggested a site 25 minutes further away, which I reluctantly agreed to. After some back and forth, I drove an hour to the third location, had to wait for the truck, and then drive back to where I needed to be, wasting time and gas. I expressed my frustration and requested compensation for the inconvenience, but all they offered was additional miles and an extra day, which I didn't need. I was hoping for reimbursement for the time, gas, and trouble of going from one site to another further away.

I have been a customer for approximately 3 years now. Initially, I rented a 5x10 climate-controlled space for around $[redacted] including tax. However, in the past 4 months, I have noticed an unexpected increase, now totaling $[redacted] without any prior notice. I am disappointed by this lack of communication and professionalism. Moreover, I have observed a decline in cleanliness standards at the facility. On top of this, an employee attempted to overcharge me twice, amounting to about $20, without offering an apology. Surprisingly, the same employee is still employed there after another year. I am dissatisfied with how this company is being managed and would appreciate a call from a supervisor or someone at a higher level. If I do not receive a satisfactory response, I intend to escalate this matter by posting a detailed complaint online and reaching out to the Better Business Bureau. I have reached my limit with these ongoing issues.

Before my U-Haul reservation, I received a link to upload my DL to a website starting with "http:" instead of "https:". Due to security concerns, I didn't upload it. At the location, they asked me to upload it to the same unsecured site. I explained this to the clerk, but she proceeded to do it herself. Despite my misgivings, my information was still entered into an unsecure website. Later, I was sent another link for the equipment verification with a similarly unsecure site. The condition of the truck was poor, with numerous stickers noting all the damages in a somewhat comical manner.

I recently rented a truck from your company with my son. They charged me $59 for the rental, but ended up charging $59.51 instead. I only used the truck for 3 hours and drove 13 miles, so I believe I am owed a credit. I spoke with a lady at the counter who said she would credit my account within 3 days, but it has been weeks, almost a month, and I have not seen the credit. When I called earlier today, the man I spoke to hung up on me. I am frustrated and will have to escalate this if not resolved. The contract is under the name James S. with contract number [redacted]1 from April 26, [redacted]. My name is Valerie, and I used my Mastercard for payment. My phone number is [redacted]. Please address this issue promptly. Thank you, Valerie.

I rented a truck from U-Haul at [redacted]. They owe me a credit because I was overcharged $59.51 for just driving 13 miles and using the truck for 3 hours. Despite their assurance to credit my account, it has been a month and no action has been taken. When I called to follow up, they abruptly hung up on me without explanation. I am prepared to escalate this issue to the Better Business Bureau and even involve the police if necessary. The contract number is [redacted]1. Your help in resolving this matter is greatly appreciated. Thank you, Valerie.

I reserved a trailer for 9:00 this morning and called to confirm its readiness, only to be informed it couldn't be leased due to system issues. Later, at a different store by 3:00, the system was reported as functional. I then contacted the initial store's clerk, who claimed the system was back up, but it wasn't. This situation is causing me financial losses. Will the system be operational tomorrow? I need assurance before hiring workers. Thank you, Richard Adamson.

I have been renting a U-Haul moving truck through one of your contracted companies for over three weeks. Despite some challenges, I have tried my best to resolve any issues. However, I have not received any discounts from U-Haul, which is disappointing. I initially had a positive experience with Mr. Billy, but now he seems to have changed his attitude and is mentioning reporting me to his superiors, which I do not understand. It would be greatly appreciated if some consideration could be given to my situation, as I have been dedicated to resolving any problems that have arisen during my rental period.

Today, I had a tow hitch wiring harness installed on my vehicle. Upon picking it up around 5:00, I noticed a foul odor in the cabin. I took the vehicle for cleaning, but the smell persisted. Back at my place of business, I found a puddle at the rear and heard a sizzling sound. Upon inspection, I discovered a leak caused by a self-tapping screw that pierced through my flooring, resulting in battery acid seeping out. The mechanic had inadvertently screwed into my battery, causing it to leak in the back of the vehicle. The manager at the service location is unhelpful, and I am in need of assistance.

On Friday, May 26th, we made a reservation with UHAUL for a 26’ truck to be picked up on Saturday, May 27th, and returned on Monday, May 29th, from Merced to Milpitas. The reservation was confirmed and attached is the reservation information. However, when we arrived at the Merced location on Saturday, they claimed they did not have the truck available. After much delay, they offered a truck in Coulterville which was further away than initially stated and required driving on mountainous roads for over an hour. Despite being told there were no other options, we overhead a conversation indicating that a truck was actually available. The truck we ultimately received had multiple issues including a gas leak, a check engine light, and rattling side mirrors, making our journey unsafe and stressful. Upon returning to UHAUL in Milpitas, we were initially unable to resolve the situation and were left in a difficult position with a truck that was not safe to drive back. We are now seeking a resolution without incurring any additional fees due to UHAUL's errors in service and the numerous problems we encountered during our rental.

Dear Customer Service, I would like to address an issue with my recent rental reservation number [redacted]5 under Robert Williams. I rented a car trailer from Fresno Uhaul on Sunday, May 28th at 1:00 pm with the understanding that I had until Tuesday, May 30th to drop it off in Oakland. However, I was not given a specific drop-off time and I assumed it was before closing hours. I received a call notifying me that it needed to be back by a specific time, which was not outlined in my contract. My son was able to return the trailer around 3-4 pm on May 30th. The Uhaul representative charged an additional $30, stating it would be refunded if I contacted customer service. Upon reviewing my contract, the error was attributed to the Fresno location for not specifying the return time at Oakland Uhaul. I kindly request the $30 to be refunded as promised. Thank you for your attention to this matter. Sincerely, Robert Williams

We began the process to become a U-Haul dealer, but the representative, Jayden, has been unresponsive and unreliable. He has our banking information but has not taken any action to move forward with our agreement. Despite scheduling appointments, Jayden does not show up or communicate for weeks on end. This has left us without rental vehicles, yet we receive numerous calls on the extra phone line installed for this venture. Customers are dropping off trailers at inconvenient times, causing disruptions. I refuse to continue working with Jayden due to his unprofessional behavior. I am seeking compensation for the time and inconvenience this has caused, and I demand assurance that no more funds will be withdrawn from our account. Once we are reimbursed and the trailer is removed, I expect the constant phone calls to cease.

On 5/25/23, before my move, I placed an order for multiple items to be picked up at Gatorland UHaul, the same location where I was getting the truck. When I called to confirm the truck location, I was informed that the location had changed and my items were unavailable at the store. They said the remaining items would be shipped. I explained I was moving on Friday and wouldn't be able to receive them. Now, three boxes are left on my front porch. I urgently need them picked up, returned to the store, and a refund issued. My house is being shown to potential buyers, and it's not ideal for the boxes to be left outside. How soon can this be arranged?

I was charged for supplies I ordered for pick up in-store. Upon calling to confirm their availability alongside my truck, I was informed only some supplies were ready and my truck was at a different location. Despite selecting not to ship the supplies to ensure they'd be ready for my move on the 26th, my neighbor discovered three boxes on my front porch. I request the boxes to be collected from [redacted] Harness Almandine and a prompt refund issued. With my house for sale, I prefer not to have the boxes lingering on the porch during viewings. Thank you.

I booked a one-way cross-country reservation and now I need to change the destination to a different city and state due to better work opportunities. The new location is closer and has fewer miles, hopefully without incurring a significant change fee. I've found that there's no apparent way to modify a reservation on the U-Haul website. When attempting to make a new reservation, I noticed a sudden increase in rates of over $[redacted] for just the Car Tow Dolly as June began. Additionally, I discovered that their phone service is no longer available 24/7.

I rented a U-Haul moving vehicle and have been charged extra for fuel costs and 0.5 miles. I don't understand the reason for these charges as I have photos with timestamps from both the pick-up and drop-off to support my claim. On Sunday, May 28th, at 8:05 am, the vehicle had 51,[redacted].5 miles and slightly over half a tank of fuel. Upon returning on the same day at 7:42 pm, the vehicle had 51,[redacted].8 miles and the fuel level remained the same, slightly over half a tank. I am being charged $1.19 per mile for 0.5 miles, totaling $0.60, and an extra $12.08 for 2 gallons of fuel. I believe these charges are unjustified given that the fuel level did not change and the recorded mileage is inaccurate.

I have arrangements to return the truck I rented this Wednesday, but there seems to be a mix-up as U-Haul is also trying to take back the truck and there's concern it might be reported as stolen. Despite assurances from U-Haul over the phone and chat that there are no issues, I need written confirmation that they won't attempt to impound the truck. This situation is preventing me from driving the truck to avoid any complications with law enforcement. I was almost towed last night, which was a scary experience. I need this situation clarified before I can continue using the truck for my planned return on Wednesday. Thank you.

I made a reservation for a U-Haul truck online for today. When I went to pick it up, my card was declined at the local office. Tony from U-Haul online assisted me with completing the transaction and suggested using a Green Dot Visa card, but I found out it couldn't be used in California. My ID that I've used for years was also denied. When I requested to speak to the Manager, he was unhelpful and insulted me and my brother. He mentioned my brother's negative credit card balance. We were directed to another U-Haul office, where the policies seemed different from the online reservation. I'm disappointed with the experience and need to find a way to rent a truck for tomorrow in my area despite these challenges. Thank you for your help.

I am unable to meet the drop-off date and need to extend the pickup rental for another week. The pickup has been serviced due to the original location being a far one-way destination from where I am working, with no service company available locally or in other areas besides the pickup spot. Extending the rental for an additional week is necessary as I currently have no other alternatives. My personal truck will be repaired by Friday, July 7, [redacted], and I will be able to return the rental truck then.

I am writing with serious concerns regarding the facility on Stickney Avenue in Concord, NH. Upon arriving to retrieve my items, I found that my keys no longer fit the lock, which had been changed without my knowledge or consent. Two years prior, the same issue occurred. On this recent visit, the manager threatened me with arrest, insisting I pay $[redacted] for a locksmith, despite me not being in arrears. This treatment was unacceptable. As a long-time U-Haul customer for over 20 years, I am extremely disappointed. The facility's lack of communication, alarming rate increases, and the presence of pests in my belongings have left me feeling disgusted. Moving forward, I will be seeking services from your competitors due to the poor customer service and overall experience.