Reviews
This profile includes reviews for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 710 Customer Reviews
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Review fromThomas S
Date: 07/23/2024
1 starThomas S
Date: 07/23/2024
Buyer Beware!! Absolute ******************** Towed a 12x16 on a toll road and U-Haul charged me a $1 administrative fee for every leg of the toll road basically doubling my charges. It was a continuous road and snapped a photo of the back of the vehicle. I called customer service and waited to speak to some live individual and of course they stated they could do nothing for me concerning administrative fees. Take Note U-Haul this is an awful way to make money, word of mouth about your administrative fees will be spread far and wide. The least that could have done would charge one administrative fee but since the system is automated they just rack up the charges. The Rep lacked any sort of empathy, and the organization is now perceived as belligerent and greedy.
U-Haul International Inc
Date: 07/24/2024
Hello ******, I am sorry about the issue you have with the toll charge process. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromMark K
Date: 07/21/2024
1 starMark K
Date: 07/21/2024
Made online reservation 6/22/24 for 10' truck from *********,** to ********, ** on 6/28/24, rec'd confirmation email back from UHaul. Later in wk, UHaul asked if I could tow empty 5'x8' trailer for $150 discount, agreed, confirmation email rec'd for this 6/27. Arrived at UHaul location to p/up truck on 6/28 at scheduled 10:30 am time, told they don't have the truck available and that I was the 4th person that am to not have equipment that was previously reserved/confirmed. Told this is normal SOP by their staff. No other 10' trucks available locally, spoke with UHaul Traffic Control Manager, had to drive an additional 1-hour to pick up a larger truck (worse gas mileage), spend 1/2hr there and another 1.5 hours back, delays set us back 4 hours. All they would do was provide $50 credit which in no way compensated us for our additional time and gas (not only for my car up/back, but for their truck back to base). This created a cascade of additional issues/costs for us: I couldn't make my connection to pick up furniture from a family member in **, had to cxl my hotel since I wouldn't get there until 5 am and since it was cxl'd < 24-hours out - no refund, and added significant stress to already challenging situation. Larger truck's gas mileage is 3mpg less than smaller truck over 805 miles increasing our gas costs. I emailed UHaul Knoxville ADVP, ****************** on 7/8/24 requesting review/partial refund, no response. Sent UHaul **************** same email on 7/15/24, again no response. In email, described problem, additional cost/time burdens realized and made suggestions/offered solutions to prevent this from happening to other customers and from putting their customer facing workers in these delicate situations. I am requesting the $150 credit that I would have rec'd w/10' truck + trailer tow, and a total refund of at least 50% of bill for my costs/time. Completely fair request. Very disappointed in their service, busiess strategy, lack of response/accountability.U-Haul International Inc
Date: 07/22/2024
Hello ****, I am sorry about the issues you had with the reservation. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromLuis A.
Date: 07/19/2024
1 starI rented a truck from this location to move my storage aside from the truck having a lot white dog hair I didn't think much of it and went on to move my storage on the second evening I decided to do a self return when I arrived at the location I was greeted by someone asking if I was returning and I said yes he said as long as everything is okay with the truck and there's gasoline replacement in it for me to park the car behind the truck that had the headlights on and the cabin light on and leave the keys in the ignition so I did and he told me that that's it I don't need anything else so proceeded to leave. When I got home I realized that I needed the odometer and called there's no answer so I went back and saw a gentleman with a gallon plastic container and a sip on sucking out the gas out of the truck when he saw me he ran into the alley I then realize this must not be employees and proceeded to take the truck home and returning the following day. On the following day I spoke to the manager of this location and told him about the incident and what his response was what time was it when you returned the truck and I said 10:00 in the evening and he said yeah we know about the gas getting stolen from the trucks and that's it that's all he said never mind that I had to put another $40 of gas in the in the truck for what they stole and an extra today that they charged me including a cleaning fee for something that I did not even have at all including saying that there was pumpkin seeds in the cabin of the car which there was none and I do not chew any seeds at all the total for the 3 days was 375 that I was charged.. I called to complain with a manager of the region by the name of ****** several times and have not yet received the call from this person at all this is not acceptable. If the managers response to me was all we know some we know about that stealing gas then why aren't they do anything about it and and putting customers in danger to be in.Review fromAaron M
Date: 07/17/2024
1 starAaron M
Date: 07/17/2024
I returned my rental on time on a Sunday morning (i returned it with employees present and they in processed my return right Infront of me). they didn't process my return until Monday evening. and charged me an additional 200 dollars when i inquired about it they told me i "called Monday morning to extend the rental" when I most definitely didn't call seeing as how the truck was returned the previous morning. and they only refunded half the amount that was charged. this location will scam you. They seem unbothered when i call for a resolution. 10/10 do not recommendU-Haul International Inc
Date: 07/21/2024
Hello *****, I am sorry about the issues you had with the rental charges. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromJames O
Date: 07/16/2024
1 starJames O
Date: 07/16/2024
I rented this trunk, which was dirty. I'll attach pictures. I was moving to a new state and had trouble finding people to help me, so I moved everything alone. I called and requested the time be moved back. I called again three times and left three messages to move to the return time. I called the regional scheduler and left three messages to return the dirty truck thrice. Anyway, I was billed 60 dollars. I also needed clarification on the amount of gas I was supposed to return it with, which ended up being 19%, but I filled the truck up and spent 120 dollars. So, instead of refunding me for all the gas money, you charged me an additional 60 dollars for a truck on Sunday night that no one else was waiting to rent. To me, this is a terrible business. Then, you ask for a review before you send the final invoice, which is also bad business. Anyway, I will continue posting this story and reviews from other third-party sites on your Wikipedia until 60 dollars refunds me and my gas money. I have four children under five and have almost no money. Something needs to be done about this nasty business. Oh, and you don't let people go back to change their reviews after the invoice is paid. Also bad business.U-Haul International Inc
Date: 07/17/2024
Hello *****, I am sorry about the multiple issues you had with the rental. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromMario O
Date: 07/16/2024
2 starsMario O
Date: 07/16/2024
The truck was fine, the service great but I had an accident whose coverage was refused. I was charged for the damage but was not sulplied any proof of refusal. I want a written refusal of coverage with why refused. A verbal is not good enough.U-Haul International Inc
Date: 07/17/2024
Hello *****. I am sorry that happened. You will need to speak to Repwest at **************/ Mon-Fri: 7a-5p MST. I sent your information to them as well. I apologize again for any inconvenience.Review fromAlicia R
Date: 07/15/2024
1 starAlicia R
Date: 07/15/2024
I don't understand why as a customer we can go online to reserve equipment from a specific preferred location if that location does not have it. It shouldn't be an option if they don't have that equipment. My reservation was then updated to a different location which was a difference of 12 miles total. They refused to give a discount for the difference in cost.U-Haul International Inc
Date: 07/17/2024
Hello ******, I am sorry about the issues you had with your reservation. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromJames W
Date: 07/14/2024
1 starJames W
Date: 07/14/2024
I have been on the phone with Uhaul customer service vfor a good three hours this afternoon. I have have an order completely messed up by an agent. I have been on hold for a total of at least an hour. Two times I was disconnected. Twice I was hung up on. Uhaul customer service passes the buck, passing the customer through multiple layers of calls, each layer being inept and incompetent. **** told me she was unable to resolve my issue, an issue which turned out to be her mistake because she put in the wrong pick up location and time. When I brought this to her attention she hung up on me. One more time I called customer service who, after a long wait on hold, told me they couldn't help me and I needed to be transferred to reservations. Finally, ***** in reservations was able to resolve my issue. ***** gets 5 stars. All other agents get 0 stars as does the Uhaul company itself. We shall see how my reservation goes. If I am sent to another location On the day I am to pick up my reserved truck because Uhaul cannot manage their inventory or logistics, the next time I am on here it will be to file a complaint.U-Haul International Inc
Date: 07/17/2024
Hello *****, I am sorry about the issues you had with your reservation. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromAnna B
Date: 07/14/2024
1 starAnna B
Date: 07/14/2024
Abysmal customer service. The app never works, the website wait times are incredible, no answers to the online chat system, and it seems like they only have one operator for the entire country. Even in store there is no professional behavior and no feeling to get anything done in a fair time frame.U-Haul International Inc
Date: 07/17/2024
Hello ****. I apologize you did not receive assistance in a timely manner. If you still require assistance, please respond to the separate email you were sent. I apologize again for any inconvenience.Review fromQuiana B
Date: 07/12/2024
1 starQuiana B
Date: 07/12/2024
If you rent from Uhaul, any location, they will ask for a contact, in case they can't get ahold of you or for emergency. Long story short, make sure the contact you use, doesn't owe any money or had any mishaps with the Uhaul company. They literally won't allow you to rent from them, if you're affiliated with anyone that *** owe them. It don't matter if you don't owe, the fact is that you're affiliated with someone who does. Just a FYI before you get there and waste time calling E-alert.U-Haul International Inc
Date: 07/17/2024
Hello ******. I apologize for any issues you had. Unfortunately, I was not able to locate a recent reservation using the information from the review. Please provide the order number and name on the order so we can have a member of management address your concern. Thank you and I apologize again for any inconvenience.
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