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U-Haul has issues
When I initially created my reservation 3 weeks ago, I reserved a 20’ moving truck, as that size is what was recommended for the house my mother had. It would have been the perfect size too but the day before moving I got a call that there was an issue. Fortunately I had called back and checked my reservation because they changed my truck pick up location to an hour out of the way. When I called to fix this, they told me they had no other trucks available and gave me a hard time. Finally I got the woman to reserve a 15’ truck in the middle of my route (which is inconvenient). I also had ordered a furniture dolly and moving blankets which were not included in my truck. After sitting in a call waiting line for 30 minutes, I finally spoke to the only helpful person at all of U-Haul, the lovey Maxine Jones. She helped me and told me exactly what I would need to do to ~ potentially ~ get the extra mileage that I would use by making two trips discounted, and told me that if I brought my truck back late ( because I was making two trips instead of one ) that I would be charged a late fee. I was appalled but fortunately I had overestimated the time that it would take to move and got it back in the nick of time. All I’m saying is if you want your moving day to go smoothly and worry free, do NOT get a U-Haul. I’m gonna be trying to get a refund from these morons for at least 2 days now. You’ve been warnedShow lessBarey McOckiner
Very dissatisfied
We had a reservation for a Sunday. Called the local dealer who was assigned to us (on Pleasure Rd in Searcy AR) to change to Saturday. Was told not a problem, he would change the reservation and call him when we were ready to pick up the truck. Called him about 8 times over the course of 2 hours on Saturday with no answer. Drove to the dealership - it was closed with other customers waiting in the parking lot trying to contact the dealer to return their truck. Finally called UHaul to see if we could pick up the truck elsewhere. Waited on hold for 20 minutes, and was then put on hold another 15 minutes for a regional support person. Was finally (rudely) told how to pick up the truck using the app (which the local dealer had said was not possible). Picked up the truck (after a 15 minute search - it was behind a building across a busy street) but the dolly and moving blankets we has reserved we’re not in the truck. After another 40 minutes on hold was very rudely told there was no way to get a refund for the blankets and we would have to call the local dealer (who would not answer his phone) for that to happen. Finally gave up and bought blankets at a local store so we could make our move. We will definitely explore other rental options in the future - neither the local dealer nor Uhaul corporate appear to have any interest in customer service.Show lessp0nch044
Bad experience
I reserved a 15’’ truck picked up at 6 am with a dolly but one day before the pickup day I was informed no 15’’ truck available so that I can get a 20’’ truck without additional fee. Actually I do not have much stuff and I wanted to move to a place require long driving distance (more than 4-hour driving). The change may cause a much higher fuel costs but I accepted because I have no alternative and no additional costs caused by this change.
But at the pickup time, I found no dolly inside and the fuel was not full which may cause more fuel costs. I cannot move without dolly so that I wasted 2 hours (from 6 am to 8 am) for an explanation that where my ordered dolly is and why customer service said my contract never included a dolly. The agent there said there is no dolly available so he removed it from my order at 2pm on yesterday and he just left a note. I cannot believe he can easily change my order without a more clear and direct method such as a phone call. If I knew it on the day before moving day I can order another one at other location instead of waiting an explanation for two hours on the day of moving. I could not finish my moving until midnight, because the leaving time was much later than my plan, crowded traffic wasted my time and fuel. I really don’t want to experience this again and I hope I can get a formal reply with respect to all the problems.Show lessxzhsyxh
Location changed for pick up and drop off without my approval.
Reserved a 20 foot truck weeks before our move. The night before the move, I get a call to drive 30 miles over a mountain to pick up the truck, because that was the only location with the truck. Once I arrive for my 8am scheduled pick up, the app tells me I have to wait until 10am for the location to open. Luckily, one of the employees show up, and we spend 15 minutes getting the paperwork in order (I chose truck share because it was said to be contactless). The 20 foot truck was reserved for another customer, so I had to take a 26 foot truck over a windy mountain to begin my move, which I am now late for the movers because of the hassle at obtaining the truck. The employee added 30 miles and took off $30 from the reservation. During my move, I get a voicemail from U-Haul that they have changed my drop off location to about 10 miles further from the original drop off. Some other customer needed the 26 foot. They offered me $50. The new drop off location was not well marked, and there was not an appropriate sized place to drop off the truck. Moving is an extremely stressful situation to start with, and while I will say customer service tried to amend the situations they personally put me in, I cannot recommend renting a U-Haul for a move.Show lessVADuke18
Experience was decent - but improvements are needed
I was able to use the app with some personal aggravation points. The app doesn’t tell you all the required photos needed before you get started. The damage assessment “stickers” are lame, and vague. My vehicle had some minor damage, but the vehicle wrap had moderate tears and cuts. It took me longer to take photos of all the “none” sticker marked areas. So I took a series of them and a video. The app errors while I was checking out, and then I was all done. Didn’t get an opportunity to upload all my photos. - Upon returning my vehicle, rinse and repeat with the software erring on startup. Once I get into the return again had to take a crap load of pictures again. Oh and the fuel.. Make sure you take good pictures of that gauge. I drove this vehicle 10 miles total.. after putting over $5 in gas I thought something was wrong. To my surprise, the gas was not full, and I was not putting more then 3 gallons of gas in that 15 foot vehicle. I know for sure I got more the 3 miles to a gallon. - The app should allow for us to upload a video. And, you will be walking back and forth between the key box and the vehicle. Lastly, it didn’t ask me if I put the key in the return... Asked for a picture of where I parked the truck, and then done... I wonder how many people walked away with the keys after all this steps needed to check the vehicle back in...Show lessJFJohnson
Horrible experience all the way around
Let’s see, I reserved a truck and paid in full at order time. Then next day I get text that my pickup location changed, and they don’t have the size I ordered, about 5 miles away from original spot, but adds 40 minutes of driving because Birmingham at 5pm. On the way from out of town to get truck, I get another text, they changed pickup location again, not too far from the last one, but seriously? So get there to pick it up, the check in app won’t let me check out, says I owe $.93 (tax rate change since p/u locale changed) and it won’t let me pay via app, so I have o deal with the one guy trying to run a busy gas station at 5:30pm. Fun. Finally get helped and he says I owe $40 - I ask for what, he says it doesn’t say, just that it’s due. So, call to customer service - 20 min on hold and I talk to someone who says it’s a mistake and she has to get a mangler to fix it...and call get transferred to some other csr rep - I give story, back on hold, a loooong time, she comes back in, still working, back on hold... and
The charge is for the safe trip insurance I didn’t order. I told her that, apparently this is a bill padding thing U-Haul does. I just pay because I’ve got crap to do and it’s already wasted too much time. Taking it up with them Monday. Oh, and their own webpage had a link to feedback that was broken. Penske it is from now on.Show lessTraffical
Money well spent (not)
Before I ever arrived to retrieve my reserved truck, the man at the assigned store called me to leave a message that he had no trucks of that size and that he had graciously (sarcasm) upgraded my ride. Let’s be honest, no one wants a bigger rig. It’s hard enough to maneuver a larger vehicle to begin with, let alone needlessly making the truck larger. He did no one favors but himself. But I understand, it’s the cost of having a business such as this. When I arrived, the store wouldn’t allow people to enter (reasonably due to COVID-19) instead of explaining this, the owner laughed at me trying to figure out the cryptic instructions left on their door. I downloaded the app on site, which no one told me was something I would possibly have to do; using data I wish I hadn’t had to. Then technical problems ensued when the application wouldn’t recognize my password I had just created. I had to reset my password and then it remembered nothing about my transaction except my credit card number. Priorities. The cab of the truck I rented, had a directional pamphlet that someone else had left behind. Which really made me feel like the company’s safety measures towards COVID-19 were being taken seriously, not. To top it all off I paid extra for a furniture dolly, and I didn’t receive one. Money well spent! (More sarcasm.) I won’t be using U-Haul ever again.Show lessworstmoveever
Slowwwwwww electronic check-in and poor customer service
From the moment I started check-in, it was a problem. The app froze up and needed to be restarted 4 times. When I finally got to the last piece, I was waiting for someone to make the final approval. I waited for five minutes and finally sent a message...no response. The sweet woman working inside came out to ask if I had any questions about the truck but I was literally at the last bit of approval so I told her I was just waiting for that. I should’ve scrapped the whole thing and had her check me in manually because 9 minutes in and still no response so I sent another message. 10 minutes past and I sent a third message asking if someone could even respond to me. 14 minutes and I sent another asking if I needed to go complete my check-in inside. 16 minutes in and someone popped on the chat and answered saying to give them a moment and they’d have my check-in complete. No apology. No explanation. Literally acted as if I was disturbing their day.
Checking back-in was significantly faster but then when it closed out there was a final message that said to return the key to the drop box. This facility has no exterior drop box so I ended up having to go inside to ask. What was the point of me going through the online check-in and check-out if it wasn’t faster or easier AND I had to go in anyway? Next time I’ll pass.Show less13243546Rick777
Blowout on Christmas Eve
I was towing my car on a U-Haul auto transport trailer on I-8 in the desert 15 miles west of El Centro, California when the right rear tire blew, destroying the tire and the rim. I contacted U-Haul roadside assist and Jorge contacted me and said he will be right out and get me on my way. Jorge determined there was more damage than just the blown tire and the trailer could not be repaired at the roadside and could not haul my car. Jorge made arrangements with a local U-Haul facility to replace my broken trailer after hours with one they had on their lot. A few hours later I was back on the road again towing my car behind me. I later found out that when Jorge received my call for help, he was leaving for Mexicali to spend Christmas with his family, who was waiting for him to join them. Jorge didn’t mention this until he got me taken care of and I had asked him what his plans are for Christmas. If there were 10 stars to give him I would certainly give them to him. He went above and beyond what a normal person would be expected. I am truly grateful to him and hope he and his family enjoyed their Christmas. Thanks Jorge!Show lessBonanza Jimmy
Poorly Run Company
I booked a 26’ truck to be picked up at 9am on a Saturday morning. I arrived a few minutes late and went to do the express online check in which is normally pretty easy and straight forward. Once I received notice of which truck was mine and was able to locate it, I noticed that the truck was blocked in. It doesn’t make sense to me how often things like this happens with this company. They either don’t have a truck for you when you’ve made a reservation or it isn’t ready. Why make a reservation if it isn’t going to be ready?! Regardless, I was able to find a very nice representative to help me with this which should have been a non-issue. He got me all set up so that I could take another truck (that wasn’t blocked in) which was the same size and nicer in just a couple of minutes then directed me to go inside and tell a manager that he sent me so that she could just hand me the keys. No big deal right?! Nope! Went inside to see one representative working the desk and 5 people in front of me. What is the point of the express check in?! 30 minutes later waiting in line I was handed the keys and out the door. The employees were nice and helpful but this is just a poorly run company.Show lessiHateMoving
