U Haul Corporate Office & Headquarters

I reserved a trailor for pickup June 14, 2012 by 10:30AM, I called today to check ball size (June 13, 2012) and was told my trailor would not be available until after 3pm on the 14th,because a customer still had the trailor (was to have been returned Sunday the 10th. I called the 800-782-5446 customer service number, talked to Sharon and when it became obvious nothing was going to be done I asked why another trailor couldn't be substituted from another location if necessary - explaining that I am a senior citizen, on a limited income and the 6 hours (minimum)late would cause me to have to purchase a motel room - additional expense I couldn't afford. Sharon did locate another trailor about 20 miles away and reserved it for me - more mileage and gas - so I am thankful for that but that took my prompting and no offer of compensation for their mistake. I was told by the rental place here in Paris, TN - 3845 Hwy 79 N that it wasn't their fault the other customer kept the trailor - I told Andrew I understood that sometimes things happen, but when the trailor was overdue on Monday with an unknown return date/time the least that should have been done was arrangements for another brought to their location by Wed. afternoon - it is their business and not the responsibility of the customer to find another trailor when a reservation was made over 1 week ago. Very Poor Customer Service and even poorer Business Ethics!!!!

I wish there was an option for NO STARS!!! There is not enough room here to tell about my HORRIBLE experience with this company. The office where I picked up my truck was Extremely Dirty and the people were as foul mouthed as I have ever heard. The lady at the u haul office STOLE my Credit card!!!!! The truck was filthy, boogers on the dash board, cigarette butts in the truck. After I left I called u haul to let them know about how this location was hurting their great reputation, (i see now it is not that good of a rep) They passed me from person to person, no one seemed to care about the bad situation, or that they STOLEN my credit card. SAD, SAD, SAD!!!!! When I finally got to the District Manager, Initials C.R. He spoke to me on the phone and said “I understand and I agree we should reimburse you the full amount of money you spent on the truck.” After two weeks I had not heard from him so I sent an email that was ignored for 5 days. I sent a second email asking if he received the email and asked where we stood on the reimbursement. He replied in an email that totally backed out of everything he said. His weak response was “it is not illegal to have a dirty truck, it is not illegal for people to curse, etc, etc, etc...” I called him in unbelief and he was Very RUDE and said TOUGH LUCK. I will NEVER do business with this company again and I hope this message causes you and many others to move to another company. uhaul, you have gotten too big and you have lost touch with the everyday Joe. Shame on you uhaul. Someone please let the follow people know about this situation. Officers: Chairman and President; CEO and Chairman, U-Haul: Edward J. (Joe) Shoen CFO and Chief Accounting Officer: Jason A. Berg Director Investor Relations: Jennifer K. Flachman Names of officials copied from: www.hoovers.com and http://www.answers.com/topic/amerco Both public websites with uhauls information.

U-Haul Reference Contract# 25640470 On Sunday, May 13, 2012 I placed through the internet with your "Express Online Check-In" which stated with insurance a 4' x 8' Cargo Trailer would cost $31.43 For (2) days one way. My scheduled pickup area for the equipment is located at Sweats Wrecker Service Dispatch (008536)(214 West Central Avenue La Follette, TN 37766 - (423) 566-6933 on Tuesday, May 15, 2012 at 9:00 AM. My master confirmed number is 25640470. I arrived at Sweats Wrecker Service on Tuesday, May 15, 2012 it was around 11am due to road work and this has to be the worst U-Haul location that I have ever set foot in. Very dirty and nasty. I was informed they had computer issues and they would have to re-enter everything in the computer. When the owner (An older lady on oxygen) entered my order in the computer she stated it would cost me $95.41. I was scheduled to return the equipment to Cool Springs location (772057) – (1691 Mallory Lane, Brentwood, TN 37027 (615)372-0301). Returned Thursday, May 17 at 11am, I know I was late and I did call but I was told that the cool spring location had plenty of 4' x 8' Cargo Trailer and I should not worry because as long as I could return it on My 17 they would not charge me a dime. Then I check my online statement and I was over charged the first time and then also charged the $31.43 Then I receive an e-mail stating I would get a refund for $31.43 from “Donna Cotton – A Customer Service Senior Agent”. I politely asked to speak to a Supervisor because my concern was the false information given from your U-Haul official web-site and what I was forced to pay when I arrived at your pick-up location. I was informed by e-mail that Ms. Cotton is going to stop my refund and I should get a call from someone in the next (3) days. I also attached all the documentation to back up the above information. I believe I should be getting a large refund…. $95.41+31.43 = $126.84

Cleveland OH 5-28-12 I reserved my auto-transport on 5-21-12, for 5-28-12 7AM. I arived 30 min early to find that my auto-transport was not there,(at the clark ave location) but it was waiting for me at (PARMA SELF STORAGE)ON BROOKPARK RD so I drive over there and the clerk was there with a baby that was screaming bloody murder. I paid my money and she said the unit was in the back of the yard,and I cant miss it. I drove around that yard three times, I seen storage buildings,boats,RV'S trucks but no A/T. I went back to the office, she was waiting on someone else so I quietly waited my turn (15min) she asked me did you find it?. I told her NO and that I made three trips around the yard, it is quite large. She asked me did you look by the wood chips? I said NO I wasn't looking for WOOD CHIP'S I WAS LOOKING FOR AN AUTO TRANSPORT. I then asked he to get a yard person to assist me, she say's we dont have anyone here today. So I say to her, so I have to find it myself,inspect it myself, and install it myself? and she say's I guess so. I ask to see the Manager and she say's he's not in today. I told her that I have never seen such a barnyard operation in my life and demanded a refund. she rolled her eye's and acted like she could have cared less. I ended up at another U-HAUL location (W 150th brookpark) got my Auto-transport they cut $50.00 off and gave me an extra day free,for my trouble. My next move will be with horse and wagon before I darken U-HAUL'S DOOR AGAIN

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.

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!

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.

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.

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"

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!

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??

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

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.

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!

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.

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.

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.

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

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.

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!?!