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 720 Customer Reviews
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Review fromAngela H
Date: 08/11/2022
1 starAngela H
Date: 08/11/2022
The worst experience! Do not use the Uhaul boxes to make a move anywhere. First off customer service is horrible, and they continue to pass you on to someone else for each problem with a wait time of 45 minutes each time. Their contract states one thing and their customer service states another and the company does not honor what was said or what was in writing through online customer service. I made a move from *** to *** and my boxes were never picked up and late to my destination, it took me reaching out to them to find out about the mishap and the lateness. I have been in my new city calling customer service each day with extreme wait times, just to find out where my belongings are as well as the next payment time to be changed due to the lateness. I cannot express how dissatisfied I am, and the email from my customer service action file was my tipping point. No understanding, short and rude with no regard. I will never use this company again nor recommend them. Giving them one star at this time is gracious and pushing it. I would give a ZERO if I could on all aspect of their company model.
U-Haul International Inc
Date: 08/15/2022
************, We would like to apologize for the inconvenience you experienced with your move. Our records indicate a refund for $350 was issued to you for the late delivery. Please be assured we will follow up with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We appreciate your feedback.Angela H
Date: 08/15/2022
Yes I had received a refund and that was for the delay on delivery. Now since the boxes were delivered on 8/5 I have not been able to get access to my boxes, either due to lack of staff, new or special hours, no staff experienced in the fork lift, and no trailers to facilitate the rest of the move. Each day going to this store is a waste of time when promised the boxes will be on a trailer. How does a store not have the right equipment? At this point I am beyond the refund you provided for out of pocket expenses to start replacing items because I have not had access or ability to move the boxes due to the stores limitations.Review fromRyan K
Date: 08/10/2022
1 starRyan K
Date: 08/10/2022
Imagine buying a plane ticket in 8 weeks from *********** to ****** for your wedding. Two days before your flight you are called by the airport and told you are leaving from ****** and you have no choice. That is the experience of renting a Uhaul trailer.They will call you 2 days before your move and tell you that you have to travel 2 hours to get a trailer because they have none in the entire metropolitan area of your choice. This occurs even if you reserve the trailer 8 weeks ahead of time.And they don't. care. at. all.U-Haul International Inc
Date: 08/11/2022
Hello ****, I am sorry about the issues you are having 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 frompeter P
Date: 08/10/2022
1 starpeter P
Date: 08/10/2022
I was charged around $2,500 for a 20ft truck (a $1,000 increase from two years ago), but I had no choice but to rent it. The guy at the pickup location was very nice and helpful. However, once I loaded all of my belongings, I hit the road and tried to fill up the tank. It simply would not accept gas. I figured this was the gas station, and went to another one... same problem. The gas tank would literally accept 10 cents of gas at a time before shutting off the pump, sometimes ejecting gas all over the place (which was rather dangerous). I couldn't reload everything by myself, and after calling support, the only option was to keep driving. It took 8+ hours to refill gas during my trip, causing me to add another hotel, miss my movers, and miss a day of work. I was also told I would receive a refund for unused days, which I didn't. I tried contacting customer service around 10 times to be compensated for these issues and below is a log of what I encountered:- Employee would not answer the phone at the return location for the last 20 mins of open hours because it was raining, causing the return to show up on the due date, rather than early. - Contacted support by email and got no response after 3 days - Called by phone, on hold for 1.5 hours, then the employee could not help or even suggest an alternate phone number. I heard multiple profanities in the background, including the **word (unacceptable!!)- Called again, said I would be contacted by a manager. The manager **** refunded $50 for the trouble without talking to me. This is only a 2% refund. These delays cost me $657 plus unused days. - **** ignored 2 of my emails responding to this refund. - Called customer service a few more times. They said they would contact the manager and I would hear back. Never did. Unacceptable.I still have a remaining $607 in expenses yet to be refunded. I paid $2500 for a working vehicle and did not receive one. No one has even attempted to make this right.U-Haul International Inc
Date: 08/11/2022
Hello *****, I am sorry about the issues you had during your 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 fromClint M
Date: 08/07/2022
1 starClint M
Date: 08/07/2022
If I could give them zero stars I would! I reserved a 15 foot truck to move my daughter 60 miles. All I needed was a 10 foot truck, but none were available. Arrived a the pick up location and guess what, no truck! Told to go to another location. Arrived at second location, this time an actual Uhaul facility. Guess what? No truck. Now, I pissed! Told to go to a third location in the opposite direction!!! Third location, they have a truck. A 26 foot truck!!! Horrible to drive, brakes were in bad condition. Hit the brake pedal and it make a grinding sound. Got my daughter moved and called Uhaul corporate. The woman could have cared less about my issues. I asked here is she would have been happy with the move and she wouldn't answer my simple yes or no questions. THIS IS THE ABSOLUTE LAST TIME I EVER USE UHAUL. A horrible company who doesn't care about its customers. NEVER AGAIN!!!U-Haul International Inc
Date: 08/08/2022
Hello *****, I am sorry about the multiple 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 fromKathy C
Date: 08/05/2022
1 starKathy C
Date: 08/05/2022
We have used UHaul several times and have always had some type of issue, but this time around we are frustrated enough to write a letter of complaint. We scheduled a truck for pick ** on 8/3/22 in our area in **. My husband goes to get the truck and is told that he has to go to go 35 minutes away as compared to 5. He gets there, the truck is not ready and they don't have any of the pads that he ordered...NO pads at all! They tell him to come back so he does and still NO PADS! All of this is slowing up the entire packing process and the scheduled time/day to leave. Finally, later at night my husband has to make the 3rd trip to get the pads. Then he gets a text asking him if he would be willing to pull a trailer behind the truck to the trip to **...picking ** in ******** and dropping off outside of *********. They offered him a discount so he took it. This morning 8/5/22, he leaves at 4:30AM to get to ******** by 7:00 when they open. They get to ******** by 7:00 to pick up the trailer and it is NOT ready! NOT READY FOR 3 HOURS!!!! 3 hours they sat there waiting because nothing was ready. How can a service business run like this and cause their customers such inconveniences? Again, we have used UHaul a lot....we always have a problem with where we can picked our truck up. It's never at the place where we choose when we order the truck. One time we had to go an hour away in PA for one. We never said anything before about problems but this time was just too frustrating. Though we appreciate the discount for pulling your trailer, it was not worth the aggravation of this ordeal. We have people waiting in ********* ** ready to help unload the truck expecting a 12:30 arrival and now they may not even arrive by 6:00, if they are lucky. This is just not appropriate customer service. We were doing you a favor pulling the trailer and in doing that really messed up our entire schedule. There has to a better company out there because this is too many chances.U-Haul International Inc
Date: 08/07/2022
Hello *****, I am sorry about the issues you had with your 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 fromSandy B.
Date: 08/05/2022
1 starSandy B.
Date: 08/05/2022
Beware of GUARANTEED reservations!!! We did a one way move from ** to **. Picked up the truck on Thursday but no appliance dolly, which we reserved along with the truck. Did not have to pay for it but had to move heavy stuff with a regular dolly. Got to ******* on Friday and our storage unit was UNAVAILABLE! No one ever called us to let us know. They gave us the truck for an extra 2 days and said they would call when our unit was available. No one ever called! Had to let our help go bc we had no unit to move into. Spent the next day looking for a unit and had to settle for a smaller unit, which cost almost as much as bigger unit we had reserved. Spent entire weekend trying to fit everything in. Went round and round with customer service, on hold for extended periods of time. Finally was able to get $50 credit bc we did not receive unit we reserved. Would not give us a credit for the appliance dolly reservation bc its not their policy. Just beware that they book reservations but do not deliver!U-Haul International Inc
Date: 08/07/2022
Hello *****, I apologize for the issues you had with your reservations. Unfortunately, I was not able to locate them using the information in the review. Please provide the name and email address on both orders. Thank you and I apologize again for any inconvenience this caused you.Sandy B.
Date: 08/10/2022
The reservations were under ***********************, ************. *****************U-Haul International Inc
Date: 08/11/2022
Thank you for the information *****. 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: 08/04/2022
1 starJordan B
Date: 08/04/2022
I made a reservation online and did not receive things I requested in my reservation. I requested a furniture dolly for my apartment to move furniture but they gave me a utility dolly. But I will still charge the money. The truck I rode in had no air and when customer service was contacted no one answered the phone to two days later when they done a call back. The storage unit I requested from Uhaul had water damage mattresses sitting out front and a leaking roof. The second floor of the facility cannot be accessed except for only a rolling leather cart. The manager stated they would not refund anything for the extra miles included on the truck for having to find a new facility , nor for the near heat stroke endured from writing in the truck with no air due to their lack of answering the phone. Due to the state of the storage facility I had to find another one across town and add extra miles to the truck for which I was still charged. The manager kept telling me I was wrong did not want to listen and was very rude and not helpful. They cant even give me a refund of $25 for which they owe for the added miles to the truck. I want help in resolving this because I got charged for things that is their fault, due to their lack of maintenance on the truck and their facilities.U-Haul International Inc
Date: 08/07/2022
************, I am sorry about the issues you had with your truck and storage orders. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromamy P
Date: 08/04/2022
1 staramy P
Date: 08/04/2022
My mother in law was treated horribly was told she couldn't rent their U-Haul because she knew me because my account was flagged 5 years ago. She has nothing to do with me. The guy was extremely rude and told her he could could what ever he wanted to and his boss wouldn't help us either. I would never ever treat my elders like that and to be so mean and rude. I will let all my friends and family know since they know me they are not allowed to rent a U-Haul!U-Haul International Inc
Date: 08/07/2022
Hello ***, I am sorry about the issues your mother-in-law had. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromtammy n
Date: 08/03/2022
1 startammy n
Date: 08/03/2022
Took money for hitch for truck in October, could not do because refused to drill holes for the hitch they sold me. Trying to get me money refunded form them nothing but put on hold for hour and half four separate times to get hung up on. Do not purchase a hitch from them they do not stand by their product and customer service is terrible, will get mt refund close to 550$!!!U-Haul International Inc
Date: 08/07/2022
Hello *****, I am sorry about the issues you are having getting a refund for the hitch. Your concern has been documented and forwarded to the appropriate management team to address directly with you. I apologize again for any inconvenience.Review fromJennifer A
Date: 08/03/2022
1 starJennifer A
Date: 08/03/2022
Total rip off being charged for extra mileage that I didn't use, return said vehicle with the same amount of gas and a day later $17 charge for 2 gallons of gas. In addition my credit card was charged an additional $54.91U-Haul International Inc
Date: 08/04/2022
Hello ********, I am sorry about the issues you had with your 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.
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