Customer ReviewsforU-Haul International Inc

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.

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.

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 recommend

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Great company to rent a truck from, but after that their customer service ends. They offer to connect you with moving help, but apparently don't vet anything about them. Many of our items being loaded and unloaded were handled improperly by the movers that THEY RECOMMENDED resulting in quite a bit of damage which I guess we are on the hook for now. So I guess if you're in the mood to make a quick dollar with zero consequences sign up on U-Haul to be movers. Will not be using them or any of their services ever again.

Hello ***********, I am sorry about the issues you had with your Moving Help provider. Your concern has been documented and forwarded to the Moving *************** team to address directly with you. I apologize again for any inconvenience.

I have been waiting for my shipment for three weeks now. The container was picked up on May 30, 2024, and today is July 8, 2024. When I called the company today, I was told that the container is still at the port in ******* and has not been put on the ship. A week ago I was told that my shipment had arrived and just had to clear customs before it could be delivered. This is completely unacceptable. I am told daily I will be called back and have not been called back a single time. Emails are completely ignored by them. Frustration does not begin to describe how I feel.

Hello ****. I apologize for any issues you are having with your U-Box. Unfortunately, I was not able to locate a rental order 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.