Reviews
This profile includes reviews for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 720 Customer Reviews
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Review fromMarilyn S.
Date: 10/23/2022
1 starMarilyn S.
Date: 10/23/2022
Based on our recent dealings with U-Haul, I cant recommend their services. We left items in storage when we moved from ** to **. To collect them, we opted to take ****** from NY to *********, **, get a UH truck in **************, drive to ********, load up the truck & head home.On 8/20, we made reservations on 9/23 for a 10 UH truck in CF.A week prior to our trip a UH agent called, asking if wed transport a trailer from St **** to ************ for a $625 stipend. Yes.On day 2 of our trip, we received a call from a UH agent who said that no one-way trucks were available in CF, but one was available in ***********************: 2 hours west of CF. ********: 2.5 hours south of CF.Could UH transport the truck to CF? No, we dont transport trucks. Miz had a truck, but wed need a rental car to get there. Would UH pay for the car rental? No. We called the trailer transport team & explained the situation. They only wanted to know if wed still transport the trailer. With what? We cancelled the UH *************** & rented a larger, more costly Penske truck in *********. That dealer told ** we were his 4th UH rejects that week.These changes cost us $1K more than wed budgeted. After our first fuel-up we realized we didnt have the funds to get home. We could fuel the truck or sleep/eat, but not all 3.We stayed at a Motel 6 in ******** for 6 nights until deposits were received on the 30th. Even at these low rates, we had less than $50 for food that had to last 6 days.At home, I wrote UH telling our story & asked if they would defray some of the extra cost with the $625 we lost when we couldnt haul the trailer. Honestly, I didnt expect they would, but acknowledgement of any letter is a professional expectation. The fallout continues. The extra cost depleted our checking account, bill pay is late & weve limited money for food. We wont recover for at least a month. This stress has triggered latent PTSD in my 77-year-old husband who is a disabled Veteran. Thanks UH
U-Haul International Inc
Date: 10/24/2022
Hello *******, I am sorry about the issues you had with your reservation. Unfortunately, I was not able to locate the reservation using the information in this review. Please provide the order number, name and email address on the order so we can have the appropriate management team address these issues. I apologize again for any inconvenience.Marilyn S.
Date: 10/27/2022
Thank you for your response. The order number is ********. The reservation was made by ************** I don't feel comfortable putting personal data (phone #) on an open website. If there is another, more secure way to provide that information, I'd be happy to do that.U-Haul International Inc
Date: 10/27/2022
Thank you *******. I was able to find 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.Marilyn S.
Date: 11/17/2022
Today is Nov 17, and I have yet to hear back from anyone about my concerns. No acknowledgement of receipt of a request (from you) for a review, no notification that a review is in progress, no nothing. I believe this confirms my belief that U-Haul does not subscribe to standard professional practices. Therefore, my original statement stands as written.Review fromNancy P
Date: 10/23/2022
1 starNancy P
Date: 10/23/2022
Was told to use the app to return my truck. The app is confusing, inept and totally useless. It didn't show my truck order and trying to get customer service took 30 minutes. Theamount of stress and personal trauma it caused was beyond just frustrating. Moving is stressful enough. Returning the truck added grievious and severe personal cost to me and my son. Uhaul needs to clean up the bugs in the app before telling customers to use it. The app is an example of technology causing more problems than it solves. In addition, waiting over 30 minutes to talk to a representative also contributed to the problem.I will not be using this service agai. I do not recommend using this company.U-Haul International Inc
Date: 10/24/2022
Hello *****, I am sorry about the issues you had with the self-return 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 fromRich Z
Date: 10/23/2022
1 starRich Z
Date: 10/23/2022
I feel ripped off.Returned the truck with gas gauge needle where it was when I picked it up (just above the 1/4 line). When I returned, the guy tells me I have to put at least another $10 (worth of gas) in. So now I dont trust these guys and who knows what theyll charge my credit card after I leave? So I drive to a gas station - putting more mileage on the truck for which they charged me - and put in another $10 worth of gas. Now the gas gauge needle is above where it was when I picked up the truck. I dont get a refund for the extra gas. The paper readout only has the gauge at between 1/4 and 3/8. That tank should be full when I pick up the truck so there is no question / argument about the vague description of the gas needle.U-Haul International Inc
Date: 10/24/2022
Hello ****, I am sorry about the issues you had with the fuel. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromJordan B
Date: 10/22/2022
1 starJordan B
Date: 10/22/2022
We moved from ***** to ************** and every step of the way was a headache from U-Haul. First our containers were too heavy and we had to get rid of some things we really didn't want to. But there's no way to actually judge how heavy your containers are going to be when you're loading them. Then, they were delivered to a facility that was an hour away from our destination, stating that the destination facility was too full.And the icing on the cake? When we wanted them delivered to our new house, they wanted $1600 to do it because it was over 50 miles. It wouldn't have been over ************************************************************************** the first place. So they scheduled a transfer to a closer facility and we had to wait for that to happen. But even still, the facility they transferred to wasn't the closest facility. No, it was still 40 miles away. The closest facility (5 miles away) was apparently undertaking renovations. Then we found out that the facility was brand new and didn't have a truck to deliver containers. The manager was setting up self-deliveries in the system and having his employees take them.Well when traffic control figured that out, they canceled my delivery reservation without telling me. I didn't find out until the day of delivery when they didn't show up. I sat there for an hour trying to contact the facility that was supposed to deliver my containers, but kept being rerouted through the company's call centers instead. When I finally got through, the ******** facility fixed everything right away and got our containers to us.So it was the company and how they have their system set up that created huge problems for us. After we signed for our house, we had to wait 3 weeks for our containers to be delivered trying to figure out all this mess. And we still had to pay $267 for the delivery. We ended up paying $7467 to get them to **************, and all we got for our headache was a $130 refund. Never again!U-Haul International Inc
Date: 10/24/2022
Hello ******, I am sorry about the issues you had with your U-Box order. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromChristie O
Date: 10/19/2022
1 starChristie O
Date: 10/19/2022
We rented a UHaul 2 weeks ago. The employee that rented it to us neglected to assign us the correct truck. We were given an in town truck for an out of town trip. We broke down halfway to our destination (FL). The truck had a check engine light and battery light on the entire trip. The tire had no tread and the engine started smoking. We pulled off and called roadside, where we were broke down with a dog and small child for 4 hrs!!! No UHaul would replace the truck from GA/AL/FL, since we werent aware that it was an in town truck. We werent allowed to swap it out and had to drive 4 hours back to ** on it with a faulty engine, *************** We even stopped in ****** and they couldnt help. I let the 10th Ave store know about the condition of the truck upon turning it in. The customer service rep told us he wouldnt make us pay until we heard from the manager, because I didnt want to pay what was charged. She called me and spoke to me. She said shed refund all but $275. I said thats unacceptable and want that plus more for the trouble weve experienced with this horrible truck. She said my husband filled the form out wrong. I told her he did not, it was the employees mistake! She said she was not in the office & shed follow up the next day. Another week went by and never heard from her. A male employee called to tell me that she was very sick and had not forgot about us, but was now on sick leave..so was not available and no one else could help me. I then called corporate and found out our claim had been closed by her??? I tried to call 10th, they left my number today for her to call back tomorrow. The corporate office reopened the case and sent it up to the district level, because this UHaul is the worst store Ive ever dealt with! Not only that, she closed our case when we werent in agreement with it, it was NOT solved! I want our money + more that they owe us for our troubles! This truck could have taken our lives! This is unacceptable!!U-Haul International Inc
Date: 10/19/2022
Hello ********, I am sorry about the issues you had during 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 fromSelena X
Date: 10/14/2022
1 starSelena X
Date: 10/14/2022
I decided to book a UBox on September 15th. The U-Haul website allows you to book a **Box but can't guarantee that it will get there on the date it allows you to pick. We wanted the **Box to arrive on September 16th and we booked it saying that it would be delivered that date. We waited all day and then called in the afternoon and they said they were going to schedule delivery next week but the **Box was scheduled to go to ********** the next week so they wouldn't actually be able to deliver it. Then why is it even an option on the website?So I went to the website to hire an independent contractor to bring the **Box to me. The contractor's availability said he was available. I paid. And called him and he said that he couldn't come and that the website is ******* and constantly sends him jobs that he can't complete and he can't remove the availability on the website. So we rented a trailer and got it ourselves. And the box was delayed by multiple days after the guarantee date. They said that they would deduct $25/day for its lateness but charged me the full amount. (and a different customer service representative said it is $50/day)And then the ********** office called me and said they were going to deliver it but I brought up that it was delayed and they were like "oh yeah jk. we can't deliver it. we'll call you when it arrives". How do they not know that it hasn't arrived? Why do I have to be the one to tell them?And then when they said they would deliver it to the address provided, they said that it would be there 9-noon. It wasn't. So we called uhaul around 1pm and they said that they didn't know where it was and then that the delivery time had changed to noon-4pm. No one notified me that that would happen or call and we completely changed our plans to accommodate that time. Finally they have not removed the charges for canceling the delivery in ******* nor have they removed the late penalty. Just terrible all around.U-Haul International Inc
Date: 10/16/2022
Hello ******, I am sorry about the issues you had with your U-Box order. U-Haul does offer a $50 a day guarantee when a U-Box does not arrive by the Guaranteed Arrival Date. It is not a discount, it is a credit issued to the card on file. This credit, as well as an additional credit for the issue with the initial delivery, was submitted on 14 Oct 2022. Credits normally reflect on the card account within 5 business days. I apologize again for any inconvenience.Review fromJohn M
Date: 10/12/2022
1 starJohn M
Date: 10/12/2022
I rented a truck and trailer back in May 2022. In October 2022 I receive an Email saying I got a ticket for a toll. I spent a half hour on hold to talk to customer service at **********************. They looked up my contract and told me it was clear and they saw no charges pending. I assumed that the email was a phishing scam. Now I see U-haul charged my charge credit card without telling me. I called them spent another half hour on hold. gave up used their online chat option. waited 15 min. then saw on page they had a call back option. they did call back said they couldn't help me I had to talk to a different customer service and they put me through to a recording that said it would be a half hour wait. I feel like they should contact me if they are going to charge my credit card not the other way around. Especially when it was 6 months after the original charge. The unfortunate thing is the pickup location people and drop off people were very helpful. The equipment was acceptable. Their customer service is horrendous. Charging people without explanation is unacceptable in my opinion.U-Haul International Inc
Date: 10/13/2022
Hello ****, I am sorry about the issues you had with the toll charge. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromLisa W
Date: 10/08/2022
1 starLisa W
Date: 10/08/2022
I ordered a hitch for my car and booked installation . I booked on a Saturday over a month ago in ****** **. I received confirmation. The morning of I called and confirmed the appointment. This was over an hour from my house. I arrived at the location only to be told they don't do installations on a Saturday. They could of cared less of my situation. I took the parts with me. My boyfriend is currently trying to install them and it looks like they won't fit. This company is POORLY run and now I am out money. I will be in touch with the BBB. I will never use this company again nor will I recommend it to my friends. You don't even deserve one star for the services and miscommunication.U-Haul International Inc
Date: 10/10/2022
Hello ****, I am sorry about the issues you had with your hitch installation 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 fromJavad N
Date: 10/07/2022
1 starJavad N
Date: 10/07/2022
Using U-haul Ubox for moving between two states was my worst customer experience ever. They overcharged me, and since there is no specific transaction for each item in the invoice, they could not figure out which charge was wrong. I believe I am overcharged because the sum of transactions in my credit card statement is more than my u-haul invoice. After calling many times, talking to different customer service agents and the ********************** credit department, and creating a customer action ticket, I am still calling them with no result. I would never ever use u-haul services and never recommend it to anyone.U-Haul International Inc
Date: 10/09/2022
Hello *****, I am sorry about the issues you had with your U-Box order. Unfortunately, I was not able to location your rental contracts using the information in the BBB Review. Please provide the name, and email address listed on the order so I can have this addressed for you. I apologize again for any inconvenience.Javad N
Date: 10/09/2022
My name is *****************************, and I used ******************* for my order.U-Haul International Inc
Date: 10/10/2022
Hello *****, thank you for the update. I see a refund was completed today for a charge on the **Box. Is this the over charge you were concerned with in your original review?Javad N
Date: 10/13/2022
Yes, that is what I talked about with multiple U-haul customer service agents. Thank you for refunding that.To be fair, your service from the beginning to delivery was good or maybe great, but my frustration with follow-up discussions had not left any spot for positive points. After leaving a comment here and receiving the refund for the overcharge, I can think again about the pleasant service I received for moving my belongings and think of using your service again.Thank you.Review fromStarr I
Date: 10/06/2022
1 starStarr I
Date: 10/06/2022
Steer clear of this self-storage facility!While I had no issues with returning my equipment from a one-way long-distance move, the storage experience was quite the opposite. I was screwed over not once, but three times.First, they raised my rent after only 6 months of storage and I was given no notice that my rent was being increased. Apparently, there's no law in ** that requires a notice of a rent increase; however, it is just good business sense and common courtesy to give notice if you expect to keep customers. This action negated the auto-pay I had set up with my bank to pay my rent automatically every month.Second, I made a reservation online to move into a smaller storage unit. When I showed up two days later, I was told that there wasn't a unit available in the size I wanted even though I had made a reservation. What is the point of making a reservation online if the unit is not available?! I would have been more than happy to pay a deposit to hold my reservation (like most businesses require) but such is not the case with this company. Again, crappy customer service.Third, and the most egregious offense, was locking me out of my storage unit after I had paid my rent! Since the auto-pay was disabled and I wanted to move to a smaller unit, I did not enable the auto-pay with the new, higher price. On Labor Day weekend I was out of town and forgot about paying my rent by the 5th of the month. I showed up on 9/6/22 (after office hours) and found that I was locked out of my unit. Fair enough. I paid the past due rent plus the outrageous penalty fee ($30) online on 9/11/22. I went to my unit the following day, 9/12/22 more than 24 hours after I had paid my rent and I was still locked out of my unit. This is unacceptable and by all accounts, illegal. When I returned on 9/28/22, the facility's lock was still on my unit. When I moved out on 9/30/22, I was unable to check out of my storage unit online. Avoid this place. Let the reviews speak for themselves!U-Haul International Inc
Date: 10/09/2022
Hello *****, I am sorry about the issues you've had with your storage unit. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.
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