U Haul Corporate Office | Headquarters Contact Phone Number & Address

Ken M	5/4/12
I rented a truck from the U-Haul in Brenham, Tx on 4/28/12. I was moving things into storage. I had the truck for about 4 hours and drove around 19 miles. I was chrged for 339 miles of mileage and told there was nothing they could do about the charge.

4/29/12

i rented a truck to drive to lansing mi.and back from park forest il{where i got the truck}i spent over $200.in gas. thats rediculous,when i took it back they asked was the tow switch on,yes,but i didnt know anything about a tow switch,now they want me to pay $80.for gas.i am calling corporate to inform them.no one never mentioned anything about a switch if it was on i should have been informed!!NEVER AGAIN!Thats like 2 miles per gallon.

Shawn J

4/30/12

Called in to make a reservation for a u-box delivery to my house in New Jersey on a Sunday, they said no problem. I said I need it 2 thursdays from then in california, again , no problem. I made the reservation. That Sunday comes and they tell me when I call, they don't deliver on Sundays. It takes the next 35hours to get someone in because it had.to be someone with a cdl to drive the truck. they show up with a rental van towing the ubox....I could have.done it.myself. Apparently everyone is their own manager over there and I caught them lying not only about the cdl, but the times they'd be in, that they'd call me back, that they would fix the problem and that it would be shipped.out right away. Turns out it didn't gt shipped for over a week even though I asked for it to be shipped right away to arrive in time. Now I'm sitting in.my empty apartment for 5 days already and still have to wait another 10 days. I could have shipped it myself piece by piece in that time. Interesting how they can charge you to not do anything you ask or.would expect from.a.moving company . Worst service I have ever received anywhere!

Rommi

4/4/12

I got a UHaul last Saturday, 3-31-2012. The check engine light was on when I picked it up and it wanted to cut out the whole time I was driving it. Then it broke down. Luckily, it broke down behind my garage and I was able to get my stuff in, though I'll have to borrow my dad's pickup to pull the washer and dryer around the front later. I called them several times and the line kept cutting out. Then I finally got them and told them what was going on. They said they'd send someone out. Someone came out and confirmed what was already apparent. The truck was shot. So the guy, someone from another company to whom they'd had to contract the job at eleven p.m., called them and told them they'd have to tow it. TWO DAYS LATER I have to call them back and ask them why it's still sitting back there, complete with all the same customer service glitches in the telephone system. Finally I get someone and tell them that if they don't pick it up the cops probably will. Someone gets there about three hours later (they said it would only be an hour) and takes the truck. Okay, that sucked, but hey, at least I made it to my house. But now it is four days later, and they have left a message for my wife -- who is eight months pregnant and in no need of anxiety -- to inform us that we are going to incur charges! No idea what,why, or how, but this is what they say. I call them back and get the same message system runaround and finally get someone and tell them what's going on and they say they'll call back. It's been an hour and a half. No word.

Ralph diaz

2/23/12

To start this has to be the worst customer service I have ever experienced in my life and I have been in management since 18 years old. Today February 23,2012 I called u haul in margate to set up an appointment for a trailer hitch installation . The female on the line sets me up for 5pm with Donald at that location under contract #81863980. She takes a payment from me via phone for $189.95. I drive all the way to the location and to be told that they don't even have the hitch in stock and it needs to be ordered . I decide to cancell the order because I specified that I needed it today. I go all the way home and call customer service and get hung up on the first time then get transferred 6 times after that and just get the run around when I ask for a manager. I continue to call and get the run around and transferred back to the automated system and then back to customer service to be hung up on again . That all started at 5pm it is now 645pm and I have yet been able to speak to a manager or make a complaint . Now I don't have a trailer hitch to pick up my machine . The worst service I really ever experienced in my life . I will contact the better business bureau and file a complaint with them. And last but not least now I have to wait 5 days to get my money back , how about that "wow"

Susan H.

2/14/12

This is a complaint against the manager at the U Haul location at 4101 W, Plano Parkway in Plano Texas. I had stopped a day or two ago to get some boxes that have those divided cells to pack goblets, long stemmed glasses, etc. The employee walked me to the Glass Pack Kits and together we selected two kits.

Took them home - opened one today to assemble it it it had no custom box with handholds. This is a kit wrapped in shrink wrap with a big old red list of contents what comes in the kit and the last item is the box with handholds. There was no box. I took the opened box with everything in it (as well as the unopened kit) back to the store, an inconvenience for sure, and was told that the box mentioned on the inventory was not actually wrapped up with the kit but was nearby. I said I would have had no way of knowing that, was not mentioned by the employee that walked me through the purchase and that I was now too annoyed to just take the missing items and go home - I wanted my money back. The person - he said he was the manager and he is the person pictured on the website for their store - told me he could not return my money on the kit that was opened. This escalated into a 20 minute ordeal with him saying that he thought the employee had called me yesterday to tell me that I had forgotten the boxes. I told him there was no call and no way he could have gotten my phone number but it did prove to me that the employees are forgetting to get the boxes that go with the kits. He then wanted my receipt which I told him I did not think I had as I was not planning on a return. He then asked if I had it at home like I was going to go back there and look for it! I chastised them on the poor customer services as this was not my fault in any way. Opened my purse to pull out my credit card and found a white sheet of partial printer paper which just happened to be the receipt. And was refunded finally for the two kits which cost about $12.00 each. Honestly, I was beyond myself. They should have apologized for their mistake, handed me the two missing box parts, and given me an extra kit for free! This manager has a lot to learn and does not deserve the position. The employee that made the mistake was much much nicer although he did not know what he was doing. Sorry this is so long but this is just so outrageous to be told I cannot return an item when they are the ones who did not put all the items in the kit!

alexis

2/1/12

never again will i use uhaul!!!! i was paid up to date with them est. charges of 300 dollars. i called to ask if i can this am to ask if i can keep it out until friday sure no problem. my husband called me 15 min. ago to tell me they took another 300 out of our account totalling 600!!!!!! the manager then stated this isnt a mistake its a 100 dollar a day deposit! ive never heard of this i used a debit card their website states if using a debit you must pay the est. rental charges nothing about a daily 100 dollar deposit! wtf am i crazy??

Mark S.

12/30/11

I have lived through trips with u haul's that would kill the average civilion,and Ijust asked myself why!
There are good co's out there called Penske,Enterprize,Hertz etc.
The problem in my view is we are trading convienince for safe equipt,courtious staff,clean facility not a busted down old tin gas station complete with overflowing unisex 1950's toilet that somebody threw up on & its nobodys job to clean.
With all those thoughts in mind,imagine if you filled that trailer with some high end good's feeling good because you also bought the optional ins which the questionable looking indivional behind the counter recomended.
When you arrive,happy a wheel did not fly off the trailer you paid a ton for and wreck your stuff,you say I've made it!
As you open the doors of the trailer(which is enclosed)water pours out,you are in disbelief.
Well,you say,Im glad I bought the optional ins!
Now all your stuff is ruined,and you hauled it how many miles,now its going to cost money to dump it,and how much did that trailer cost now?
Still feeling confident,you call u-haul,the agent you speak with tells you that is a equipt.failure and even if you had not purchased the optional coverage you are covered,you sigh in relief.
Unknown to many people,u-haul is self insured which means you deal with thier adm.called rep west#800-528-7134 ext.644190 try that and you better be patient!! Do NOT LEAVE MULTIPLE MESSAGES I WILL CALL YOU IN 24 HRS!!!She will not call you back ever.Try calling Jack Stanson he is the mgr I'm told you cant even leave a voice mail.
I have still have never gotten any call back from even the janitor.
U-haul or anyone in the repwest admin.is at this point unavailable...or they hang up on you if they accidently pick up the wrong line.
There is nobody running that co.that is the strategy,(stonewalling makes it go away)is the words a person in the know used to describe it to me.
I still have yet to recieve any c/b's from anyone.It's only been 3+weeks!
The main #800-528-7134 If you are tired of this type co.spread the word I dont want anybody else to go through this.(by the way,if you dont have unlimeted mins. or unlimited patience dont call!
My best advice is not to patrionize these type of co's.Take the extra time to deal with a reptable co. Do yourself a favor & have your cousins druuk uncle trans

Peggy R.

10/8/11

WOW, everybody should read these before they reserve and/or rent, as I should have. What horrible stories (well, except for the one about the cow, that was hilarious)and you can see that Uhaul is not concerned with customer relations, because as far as I can tell- they have not responded to nor resolved any of the complaints listed above. My how the mighty has fallen, I've been using Uhaul for 40 years and I have never heard of or seen such horrific customer service as I have on my most recent rental. I think that Uhaul has made more money than God and they think that if they screw one person over there will be another to replace them, that attitude will only take them so far. They will not and cannot have the longevity of God with this arrogant attitude. Goodbye Uhaul, I'll miss you, but only until this evening when I pick up my Penske truck. I have a long drawn out complaint but I'll save it for facebook.

art

10/1/11

This is concerning the uhaul loction on Eaton street in saint Paul, MN Worst management ever! So I made a reservation for10-01-11 10ft truck pick up at noon, but decided I needed a bigger truck, so I went in person to switch my reservation to a 17ft truck, which was confirmed by an employee on 9-30-11. So on 10-01-11 I get a call from the manager, I think his name is Joseph, but whoever it was that worked on 10-01-11 at the Eaton st. location, saying that I haven't picked up my noon 10ft truck reservation. So I told him that I was there in person to switch my reservation, and he kept saying how its not on his log for my 17ft truck pickup at 3. He wouldn't let me explain anything, he kept cutting me off saying its not on his log. He was being so rude to me when I depended on them so much. I told him i will come in to settle the misunderstanding but he was so rude saying that if I go in he will call the cops for harassment and hung up on me. This uhaul location on Eaton st. need to get there managers straighten out. Screwed me over so bad and I wasted so much money moving my stuff because they couldn't keep their reservation guarantee according to their business system. I had to put my stuff outside for a couple hours until I could find another truck company. DO NOT ever rent anything from this location on Eaton St. in saint paul. They will screw u over and they are the most unprofessional business ever. I never said anything to harass him, but all I did was complain about how bad their service were and he threaten to call the police on me for harassment, which all I did was complain. He needs to be fired because Uhaul just lost a long time customer and I will be taking many away with me!

Chris

9/22/11

I made a reservation on the phone a few days before; the rep at the location did not have anything about the reservation and took 45 minutes for him to go through the process again. I told him that I did not want the insurance, and he added it anyway and when I asked if he could take it off he said yes, but he would have to go through the entire reservation process again which took 45 minutes and since I was behind schedule due to the poor service of the uhaul reps I just accepted the insurance. There was no light connector on the trailer and when I pointed this out to the rep he said it will be fine. I told him that I would get pulled over by the police multiple times from mississippi to Atlanta and he said "no you will be ok". I asked him to help me resolve the trailer light issue he said he would be right back and 30 min later he never came back outside and I had to call the customer service line to find another connector for the lights. He never checked the operation of the trailer before I left and the turn signals were backwards making it unsafe for me drive the long distance back to Atlanta. I will never use U-haul again do to the poor customer service and lack of help that I received from multiple reps of the company. Also the drop-off location on the printout he gave me was different than the actual location in the U-haul system and I had to call multiple times to get that straight.

Kristin

8/12/11

I have now been charged a third time for my truck. I picked up in Auburn CA from Gold Country Shell. Our truck was not there, and we had to come back 6 hrs later, causing us to load up in hot August afternoon temps. I used my bank card to avoid the $100 deposit. The day after I moved, they charged my card the rental. I did not realize this until 2 days later when my internet was hooked up. I called my new landlord, begged her not to cash the rent check, and called Gold Country Shell in Auburn. They told me they would reverse the charges, and that took 2 days. I called my klandlord when the money hit the bank, and she deposited the check. Guess what? Two day later, U-Haul charged me the rental GAIN, but this time it did not include the discount, so it was $30.00 more, and you know what else? My rent check bounced. Now Gold Country Shell claims they cannot get ahold of U-Haul, and I have no rent paid. WTF!?!

singleterrys	8/15/11
My experience at U-haul has been horrific and the management has no empathy or professional customer service etiquette. I made a report to the manager that the truck was broken into and my purse and credit cards were stolen. I also informed them there was a spanish guy harassing me to hire him late at night. I believe if I did not have my pit bull with me I was in danger.

Jim	8/19/11
Reserved a trailer for Aug. 20th, for an important fundraiser and guess what, no trailer. Not a very good way to run a business. Now I am scrambeling for a trailer

U-Haul Houston Texas and Femont California

9/12/11

I used U-Haul box to move most of my stuff. I was told this was a very safe and reliable way to get my belonging there. I spent $1.500 from Houston to Fremont and Another $300.00 from Fremont to Delhi. I'm diabled and all my money has to spent very carfully.

When I recieved my U-Box the driver is walking towards me with a piece of something in her hand. Come to find out there was damage done and uhaul will pay me $500.00. I was told that this was a safe way and any insurance was not needed.
I open the box and ever piece of my very expensive funiture was damange. I've been going back and forth with there insurance company and was told by letter they will not cover my lost because I didn't take out any extra insurance. I shold of towed it myself like I planned. I wasd told my the manager at the U-Haul in Houston Texas this a more better choice. So all that money I spend to get it to California was a waste and stuck with damage furniture.

Michele R. - St. Petersburg, Florida

9/12/11

I reserved a U-Haul 14" truck from thier website for pick up at the Tropicana U-Haul in St. Petersburg, Florida on Friday, August 26, 2011. I reserved the vehicle for 24 hours and picked it up at 9:30am. I, at that time, paid $50.70 for the $19.99 rental rate, $14.00 for the "Safe Mover" insurance, and 15 miles @ .89 per mile, plus applicable taxes.

When I finished with the vehicle on Saturday, August 27, 2011, I put $15 in gas in the vehicle and returned it to the location at 8:30am. I was met by "Tony", a female employee who stated that the gas gauge looked fine and that the "gauge doesn't move until it's been driven a while". At that time, she said that there was no damage and everything look good.

Later on that day, I received notice that the St. Petersburg location was attempting to take another $40 off of my debit/credit card. They were attempting to charge me a $19.35 gas fee, along with other charges. I contacted their customer service department to make a complaint and I was told that a "promissary note" had been done by the location and that I needed to contact U-Haul's collection department on Monday, August 29, 2011.

On August 29, 2011, I contacted U-Haul's collection department and stated my complaint. I was assisted by Joseph Consiglio who gave me a file #168619, a refund for the $19.35 gas charge and a $15 credit voucher for future U-Haul services. At this time, I considered the matter closed.

Then, on September 6, 2011, I received noticed that U-Haul Phoenix, attempted FOUR (4) charges of $61.93, $46.45, $30.97 and $15.48. The charges were declined and I contacted Joseph Consiglio again via email (joseph_consiglio@uhaul.com) asking why four fraudlent transactions, for four obscure amounts, were attempted without my authorization? I only received an email showing that my initial email was forwarded to a "Manny". The forwarded email from Josephy stated, "Manny: The caf referred to in this em had to do with fuel charges and there wasn't a conversation as to these other charges. I didn't know where this em should go to, so you're it."

At this time, I have not received any response at all from U-Haul regarding these obscure charge attempts. From what I understand, this is NOT an UNCOMMON practice with U-Haul, as there are hundreds of other customers over the internet that have had very similar problems with them overcharging or attempting to withdraw funds from bank accounts, only putting the customer in a financial hole of overcharges and overdrawn penalty fees.

Gloria T.

7/6/11

I rented a truck in 6/7/2011 from one county to another and I was not informed they would debit my checking account with an estimated mileage and they did for $112.73. I asked one of the managers who had no clue what she as doing.. why did you debit my account I had not even used the truck yet? I had called and ask the same manager when will I be billed ..when the truck is returned and her response was yes. She lied! they debited the account the same day I reserved the truck and when I returned the other manager was very rude to me( her finacee') and I am referring this matter to my attorney. I have not been compensated for the $69 fuel when I returned the truck on a full truck. I WILL NOT EVER RENT FROM THIS COMPANY AGAIN!

Alicia

8/7/11

Rented a truck for a three hour move. Truck broke down half way to destination, 19 phone calls including several hang ups,five hours of we are truong to help, a near ticket feom law officers forunauthorized use of a parking lot and a heated argument with customer service about not being towed in a complete opposite way of our destination, we finally made it on back of a tow truck 11 hoirs later. When contacing them they felt a $75 credit on next rental was fair....ha not even close. I spent over three hundred on their truck and wasted alot of unnecessary time on road not to mention the loss of wages from a day off that was unintended due ro their faulty equipment. Uhaul costed me over $600 and they want ro give me $75 off next rental!!! I think they should think again. Next rental will definitely NOT be with Uhaul.

Andrea

8/7/11

Auburn, WA. I researched for weeks about who to go to to install a hitch on my mothers vehicle so that we could haul a trailer across country. When we picked up the vehicle, the battery was dead. After jumping it, as we drove away I realized that my gas tank was on E when before I'd had 1/4 tank. Then, after getting our road trip check it seems that whoever installed the hitch bent the exhaust pipe. Now it rattles against the vehicle, scratching it. This has now cost me over $450. Their office and manager has been avoiding and not returning my calls. So glad i chose uhaul.

Fabian

7/17/11

I have just returned from returning a UHaul Van at the South Bay/ Mass Avenue Depot in Boston and have had the most horrific experience. Jabbari Patterson is a nasty manager who delights in harassing his customers. There was a previous contract in the vehicle and I feared that I would be charged for the 48 additional miles, yet when I spoke with Jabbari, he did not clarify the situation and instead continued to let me think that I would be charged for the additional 48 miles, until I discovered the real contract. No sooner did I reach home did Jabbari start calling my cell phone claiming that I had taken the keys with me. I told him that I had left the keys on the counter and he hung up. He called again two minutes later claiming that there was video footage, and this time just left the phone on and stopped talking to me- I could hear other customers talking with agents. I cannot understand why the manager of the outlet could be so unfriendly and unhelpful to customers. He also refused to let me know the name of his boss, because I wished to escalate the matter

annette k

6/10/11

On 2/26/2011 I had electric brakes and a new plug for a trailer installed on my jeep. A week after installation the wires were hanging down and dragging on the road, a lady stopped me to let me know and I had to call my husband to come and fix them. Today (6/10/2011) while getting out of my jeep a man in the parking lot told me the plug was hanging on the ground and helped me fix it (temporary to get home). my husband again crawled under the jeep and found that it was mounted on a bracket held on by a hose clamp. Why not attach it to the bumper directly. It makes me wonder if the trailer brakes are going to work when we go out west this year.

Marilyn G

6/16/11

I was sent to pick - up my one way rental from Douglasville ,Ga at Round About Tires.
the service only took me one hour and thirty minutes,I was the only person there. I was given insurance called safe move that was not authorized by me they slid my card over and over to keep my mind on the card being charged over and over.You are mentally exhausted to when you are able to get the truck and go you take the papers and get in the truck,and by the time you realized you have been charged unlawfully, is after you get to the return site to turn in the truck, they have charged you for services you already the first time said no thank you too. Let's not forget regional president Jerry who talked to me, like to hell with me you are just another customer we robbed so what.April who promised she would help me get this resolved.Instead started to tell her co - workers to say she did not come in today and went to lunch and never returned my calls,be back on friday try again.Tracie who lied for April may God see you clearly.Latoya understand you are just trying to keep your job also thanks from me to you all Spread the word and maybe some other company runs uhaul completly out of business for their theft of consumer practices.

Jessup B.

6/8/11

Rented a UHaul (online reservation) to move from Winston-Salem NC to Washington DC.
Was charged by the good folks in NC and by the folks in VA and by the website. So, I paid three times the quoted price online.

Uhaul offices are not allowed to refund money, and corporate won't do it without information from the offices. In the meantime, we are in a new city, overdrawn (due to uhaul) and unable to buy groceries, by bad luck the cell phone bill is auto-paid today and with no mmoney it got shut off. Which means the expected job-interview did not happen.

Of course, UHaul does not care that there is a family with no money, children going hungry, and possibly unemployed parents which will force them out on the street. The corporate office will look into the matter... but we were told that it won't be looked at until sometime next week.

Would I use UHAul again? no... I would rather use a stubborn pack mule I am sure it has better customer service. Not to mention communication skills. The guy at the drop off had trouble with English and needed a translator to work with customers.

Doyle T.	5/24/11
My story is typical of most of the others here.The service is bad and if they went out of business they have no one to blame but themselves.I will never rent or try to rent any thing from uhaul in Concord Ca.

Doug D

5/22/11

I "reserved" a 10 foot truck nearly two months in advance of my daughter's college graduation. As I was driving 250 miles to her college town I get a call from U-Haul telling me the location I reserved the truck at did not have one and that I would have to make an 80 mile round trip to a different city to get my truck (it seems the local business owner "declined" to make the trip and get the truck for me). Well I got it myself but I can tell you that reservation means nothing to these people and I will never use U-Haul again in the future even if it was free. I suggest you all do the same. You better wake up U-Haul or you will be out of business as you deserve based on your terrible service. Don't think you are too big because General Motors was the world's largest corporation in 1967 and they nearly went bankrupt but for the US taxpayer.

Army Soldier

5/15/11

I set up reservation for a 17ft u-haul truck from a u-haul dealer in Deridder Louisiana. I'm currently on deploment in Afghanistan and had my fiance and his cousin get pick up this u-haul for the sole purpose of traveling to Houston to get furniture which I bought while on deployment. They scheduled pick up was for 8:30am Sunday morn. My fiance waited in the parking lot blowing his horn for 30min. before anyone would come to the door. Once he got inside.....(get ready for this) there was a cow in the store and cow crap on the floor, not to mention when he went to the restroom, someone was sleeping on a bench by the restroom. I never in my life had such horrible service. Not only will i request another discount on top of my military discount I'm calling corporate to see if they can have that place condimed. I am apauled and disgusted to the uttmost!!!!!

Steve S.

5/11/11

Apparently, communication skills are not UHauls forte. On their website, I reserved a 26 foot truck for pickup at Ulster Ave., Kingston, NY site weeks in advance of my move, to ensure they had enough time to get the truck in place, if needed. They were either never notified, or didn't know enough to get one there, or just didn't care. Went in the day before my move, they told me they didn't have one. They recommended I drive to another city 40 miles away (80 miles round trip), they might have one there. The attitude was pretty poor, as well.
I wouldn't recomment putting your faith in UHaul, try someone else.

Name not necessary	4/4/11
The new manager at the St. Joseph Missouri site is so rude and seems very put out by any additional questions that are asked of him in regards to UHAUL'S services, etc... I would not recommend that anyone in St. Joseph Missouri do business with this site. We have been telling every friend, every neighboor that we know, not to use UHAUL. Very disappointed.

Harry Carlisle

3/11/11

I rented a trailer (89336033) in Dallas, Ga. I asked if they could include the company name that I work for on the receipt. They typed the company name in on sheet one but not on sheet two. When they printed the receipt the name does not appear. I did not catch this until I dropped off the trailer. I went back to them and they said they could not fix the receipt. I called 1 800 u haul and they said the same thing.
My company in Washington, DC will not reinburst me for the trailer because the receipt does not have their name on it, so they can not submit it to the Government to be paid either. So not I am out $273.92 for the rental because the person at the rental office was a trainee and did not know what they were doing. I was paid $150.00 to deliver the parts I was carrying to Jacksonville, Fla.
U- Haul does not care...Thanks U-Haul, never again will I rent from you. All I asked for was a stupid receipt with the company name on the receipt..

tiffanie malone	3/1/11
on the 14th of feb. i rented a truck and returned it on the 15th of feb. payed cash and they charged my credit card anyway im so truly pissed that they have been giving me the run around for 3 weeks now

VMitchell

3/1/11

I visited the UHAUL in Murfreesboro TN and the service was poor. They did not inform me that I had to put down $100 dollars if I am using a debit card and when i returned the truck I was told that the gas was below the line when I marked and checked it..Basically it came down to my word against theirs because I dropped the truck off after hours. Any way it did not stop there.....I squared away the balance of $68.00 with them and they sent me a reciept online That was around the 17th of the month. I checked my bank statement to find that there had been an unautorized charge from U_Haul of $15.00 well they had also ran it 2 more times for different amounts.