U-Haul customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from U-Haul.

Oct

Posted by who cares

on 10/19/12 at 1:42PM

i went into your store today to pick up a trailer. the woman behind the desk, pamila lucero, store #834026, refused to give me information as the transaction progressed. after 3 questions, she told me, "why don't you just let me do my job and i'll explain everything later". to which i replied, i'm allowed to ask any questions i want. the transaction went downhill from there. we even ended up arguing.

later, i called to complain, and was told a man in the store took her side, so my side didn't count.

i'm sure there was only one side to the issue and i'm sure since i was the customer, my side was wrong.

i'm also sure that i'll send all my friends to uhaul based on their most excellent customer service.

i also have a bridge for sale, wedged between the mountains and the ocean.

Oct

Posted by sweetlady

on 10/11/12 at 10:56AM

First of I read the above complaints. I have quite another story to report . My 47 year old son , rented a U Haul truck , driving from michigan to Tucson Az . Unfortunately, he only made it as far as Lofton Rest Area in Arizona . You see he suffered a fatal Heart attack and passed away(2 weeka ago) U haul was wonderful about taking care of everything for us . They sent a driver to pick up the truck
and drive it here to us. They even hired moving men to meet us to the undloading site . They unloaded all of his belongings so that we could go thru them and donated the rest to the White elephant here . I am so grateful for all their help
Thank you and your wonderful company

Sincerely .. Mrs Geraldine
Slate

Oct

Posted by patty methe

on 10/8/12 at 8:25AM

I rented a U-Haul trk. for Sat. (10/6/12) one way for a 2 hr. trip back to my house. Picked up the trk. loaded it with appliances, beds and etc. headed home and a half hr. into the trip the water pump went on the trk. on Rt. 4 in Dover NH.Than the real nightmare began, called the u-haul # and for the next 50 min. was either put on hold or just kept getting transfered to dif ppl. and depts. finally got connected to roadside service, another 45 min. to an hr. before the service man got there, so now we are 2 hrs. of sitting on the side of the busy highway and the options were either follow him back to the shop in Rochester NH an hr. away and that didn't include waiting for the tow trk. to come, the service man said he would take back to his shop get it fixed and drive our stuff back to us when the trk. was done, that was the option we took as we needed to get home we were still 2 hrs. from away. The trk. has been in Rochester since Sat. with all of our things, so now we have no washer/dryer or beds to sleep on as they are still on the trk. and have heard from noone. except where we were supposed to drop off the trk. on Mon. morning and wanted to know what time I would be bringing it back, I justed started laughing and said I'am not and told him the story. Needless to say I do not plan on paying for this trip or services that I have not recieved.and they have already as of Sat. charged my account which is not going to happen. The next time I need a rental trk. it certainly won't be u-haul they have by far the worst customer service, and peoples needs that I know. I'am still waiting to hear from someone at u-haul and this is Mon.(10/8/12) tried calling the # but of course you get all the menu options and if I ever hear another u-haul menu option I will def throw up.

patricia methe

Aug

Posted by Mimi

on 8/28/12 at 6:03AM

I can't believe Uhaul and they stole money out of my account. My truck was involved in an accident when it suppose to be turned in however Uhaul representative I called to report the accident inform me that I wouldn't be charged for that however I was. I received two emails from the collection department that stated I will be refunded however they still kept my money. I called Uhaul over 20 times and they have the poorest customer service and it is sad with this company. They have any professionals working there? A company as large as this is terrible and unprofessional and lack of communication. My experience was terrible, another company please help!!!!!!!

Jul

Posted by ROBBIE

on 7/16/12 at 11:40PM

DEAR UHAUL WE RENTED A TRUCK FROM FLOWERY BRANCH GA ON 7/16 . OUR TRUCK HAS BEEN SHUTTING OFF DURING OUR TRIP SEVERAL TIMES AND IS TAKING A WHOLE OF TIME TO GET TO OUR DESTINATION. I WANT YOU TO KNOW THIS IS COSTING US A WHOLE LOT OF TIME AND MONEY.PLEASE CALL ME 770-500-9063, I TRIED CALLING CUSTOMER SERVICE BUT THE LINE WAS EXPERIENCING TROUBLE. ROBBIE

Jul

Posted by Dr411

on 7/8/12 at 9:01AM

The 26 ft truck I rented broke down three times. It turned a 21 hour drive to Arizona into a 3 day trip. I had to pay my driver/mover for an additional two days. First the truck began smoking inside the cab on the first day and we were stuck in Oklahoma for 4 hours; second we had no headlights to drive at night (caused over night stays): next we had a blow out; as we tried to make up time once we were 1 extra day into the trip. The headlights we horrible and we could not see. Low beams--one was bent towards oncoming traffic the other off to the right into the bushes..only high beams worked but distorted oncoming drivers view. We stopped in New Mexico as we were holding up traffic not being able to see on the road. The final leg..the truck lost power most of the day down to 17mph!! We were stopped on the I-17 in heavy traffic unable to move!! After 2 additional days on the road, my costs to the driver included 2 more days... I get a call from Uhaul offering "half of my rental refund and 2 days hotel" as settlement. I am out 1157.72 rental, $240. hotel, $1000. driver, $800 gas and 2days on the road in an unsafe truck....Unbelievable that I got such an offer. I had already paid my driver for two days ($1000 (driver wage/per diem etc)....a 21 hour drive and the unsafe truck cost me 2 additional days!! Am I not entitled to at least my additional costs?? I could have been killed on the road on tow occasions and they offer me $853.00. NEVER RENT AN UNSAFE TRUCK FROM UHAUL. WE SHOULD BE PROVIDED TRUCK MAINTENANCE RECORDS anytime you rent.

Jul

Posted by Anonymous

on 7/5/12 at 5:46PM

U-Haul has the most horrible customer service of any company I have ever encountered.
Phone service was rude. I called to confirm my order and they proceeded to quote the wrong information back to me. As they were supposedly revising my order to reflect the correct information, the rep told me I needed the truck for the wrong number of days, which I found out later when I called back because the confirmation e-mail I received contained no information except for pickup date and time.
The new rep that I reached during the second call to express concern that my online confirmation did not reflect the verbal transaction I had just completed proceeded to become pushy, whiny and angry with ME!
CUSTOMER SERVICE REPS ARE ILL-INFORMED OF COMPANY POLICIES AND INCONSISTENT IN THEIR SERVICE SUPPORT CALL CONTENT AND QUALITY.
I used to do phone service work and would have been fired for the behavior I endured.

Jun

Posted by Gail

on 6/6/11 at 8:46AM

Awful customer service. Significant damage done to vehicle and refusal to acknowledge their mistake. Customer service was beyond awful. Rude, inappropriate tone of voice, indignant, criticizing me as a customer. I will do all I can through to ensure poor publicity of this company, because it is the truth!

May

Posted by mbmason88

on 5/4/11 at 8:19AM

No one complained of the prices its the customer service. Abviously jus look at the uhaul rep above. Company's are all rude. Been one everytime I've moved for the past 15 years. But all employees act like they could care les u are the reason they have a paycheck. Out of any company no matter what busines uhaul has the worst customer service if any at all. Those kids frying burgers and cleaning greased stoves making min. Wage are happier and nicer the any uhaul employee I've ever met

Mar

Posted by TERRI TOLBERT

on 3/3/11 at 6:19PM

TWO WEEKS AGO MY HUSBAND AND I SPENT THREE DAYS TRYING TO LOCATE A UHAUL TO DO A ONE WAY MOVE. WE SPOKE TO EVERY UHAUL COMPANY BETWEEN JELLICO KY AND LONDON KY. WE EVEN TRIED THE 50 YEAR AWARD WINNING OFFICE IN LONDON KY NOTHING. FINALLY WE SPOKE WITH AUTHER REIDER OF RT SERVICE LOCATED IN PITTSBURG RIGHT OUTSIDE OF LONDON.I SPOKE WITH MR RIDER AT 7:00PM HE ASSURED ME HE COULD FIND ME A TRUCK THE NEXT MORNING. SURE ENOUGH THE NEXT MORNING HE WAS ON HIS COMPUTER AND WITHIN 15 MINS FOUND MEW A TRUCK THAT I COULD PICK UP THAT AFTERNOON. MR RIDER MAY NOT HAVE BEEN IN THE BUSSNESS FOR 50 YEARS. I CAN ASSURE YOU THAT UHAUL NEED MORE PEOPLE LIKE HIM IN THEIR COMPANY. THANKS AGAIN TO RT SERVICE

Sep

Posted by itanipharmd

on 9/10/10 at 7:10AM

I went in to rent a truck for a day. They asked me for a credit card which they said they would just hold and will not be charged until I returned the truck. I returned 3 hours later and my total due was $39.34. they asked if I wanted to put it on the card and I agreed. The receipt I was given showed a charge of $80.00 minus a card refund of $40.66 for a net pay of $39.34 which is a correct amount. However when I checked my online banking the next day, I was charged $80.00. I called the U-haul main center and I was told they have a hold on my account for $80.00 dollars and the refund will take up to 5 days. Why did they not tell me this in the beginning. Why are they holding my money? Why did they charge me $80.00 dollars when they told me I will be charged the amount due when I return. This is not good business, I feel I was lied to when it came to payment agreement.

Aug

Posted by R. Cochran

on 8/30/10 at 6:13AM

First of all I understand some of the points that you are trying to make, specifically about rates, services and the choice to choose. But by inferring that people (your customers) are imbeciles or lack the intellect to understand that things don't always add up is more of a reflection upon you and your ability to maintain a semblance of professional decorum. Point being in any customer service orientated field complaints will be inevitable, but you may want to handle them more respectfully to try and retain or obtain customers for the future.
Our first experience with U Haul was to rent a truck on a Saturday in the morning and then return it where we live the same day. When we went to pick up the truck no one would answer the phone so we had some trouble locating the pick-up location. When we did get to the location the person that was working had very little knowledge about your service or what was required. We ask if a walk around was needed and with a look of surprise they said no. When we went to return the truck as we were instructed we were still in a lull because it was a 24 hour rental, which we complied with but the local office closes at 1p.m. on a Saturday, and is closed all day on Sunday. So when we called customer service they informed us that we would be charged two extra days. Hopefully this can be resolved today once both sides understand the situation. Your equipment is great and the prices are very competitive, but it is still important to remember that you provide a service not the other way around.

Jul

Posted by mitchelljbeavers

on 7/11/10 at 11:00AM

i am a uhaul customer service rep and i see all these customers who post comments on how horrible we are how our rates suck. if you dont like our rates dont rent from us. plain and simple. but we have so much on everyone else if you can find a better rate we will match it or go lower. customers see the 19.95 and think that thats all theyre paying are imbeciles it says on all of our trucks that there are mileage fees. if you ever get the chance give uhaul a try i mean honestly we are only here to help you. i love being able to help a customer but when i have customers that dont want what i can give them and only what they feel they deserve, i cant fully do my job. if i cant do my job and give you the best i can give i have failed. i try so hard to make my customers happy everyday. i have never lied or misled a customer. if they take what i say and twist it thats their own ordeal. not a reflection of uhaul.

Viewing U-Haul customer service reviews 26 - 38 out of 38

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