Top 1,272 Reviews From Legit U-Haul Buyers (2024)

On 5/15/2024, I made a reservation of a 26-foot truck to move my 3-bedroom apartment on August 1st. I was told one day prior, on July 31st, that the 26 feet truck was no longer available. The representative informed me that only a 20 feet was available. To try to compensate for the lack of space, I asked for a trailer, no trailers were available. When I tried to express my concerns to the representative, she hung up on me and transferred me to what she said was the complaint department which ended up being the customer service department who couldn’t help me further. On August 1st, we went to pick up the 20-foot truck at U-Haul in Park Slope, Brooklyn.

The movers came to load the truck and there was, as expected, not enough space. I called customer service to reserve a trailer (even if the representative told me there were none the day prior), and I found one in East Brooklyn, NY. It took my husband approximately 2.5 hours to go pick up the trailer and come back. Unfortunately, there was still not enough space to pack all my furniture. We had to do 2 trips (extra 600 miles) back and forth and paid an extra amount for mileage, gas and the movers to help load and unload the truck. Merle ** called on August 5th and, although she only wanted to reimburse 50$ for not having the 26 feet truck, she eventually agreed to reimburse the mileage.

We told her that we were not satisfied with the settlement and asked who and which department we can speak to. She didn't give us an answer nor an email to send our complaint to. The email address that she provided is the following: www.uhaul.com. We told her several times that this is not an email address. After insisting that it was, she stated that she didn't know of any email address and that she would call us back with the information. We asked her the name of her supervisor, she answered Will **. We asked her to have her supervisor call us back to discuss the compensation further and bring our complaint to a higher level. I am still waiting to hear back from either Merle ** or Will **.

Here is a list of the extra expenses:

Extra cost for the delay of the movers on August 1st: 200$
6' x 12' Cargo Trailer: 254.73$
Gaz: 210$
Extra cost for the movers on August 2nd to load the truck: 100$
Extra cost for the movers on August 2nd to unload the truck: 307.80$

Total: 1072.53$

Overall, our experience has been extremely emotionally stressful and physically exhausting for having to do 2 trips in 48 hours. Also, although we tried to express our concerns directly to U-Haul, the response has been very poor. We are not satisfied with the follow-up and there is a huge lack of professionalism from the employees for which we didn't get any apologies nor compensation.

To Whom It May Concern, 08/05/2024. I have been calling, emailing, and asking for someone to help me fix an issue that I am presently in (overcharged), but no one has contacted me (i.e.; Regional Manager, Steve or public Relations). I have spoken to the site manager multiple times to no avail. I provided proof of the double debit from my bank institution via screenshots of my account, in addition to my bank statement to show that the $125 CREDIT that was allegedly given on 7/03 like the manager, Teressa reported has NEVER been credited to my account. I am now attempting to pay the current balance (after you deduct the overcharge fee) however, the site doesn’t allow you to pay any amount less than what is owed. Since I don’t owe the amount they say, I am unable to apply a payment via online.

I went into the store personally three times and found my storage unit to have an additional lock (the last time) on it for non-payment and requested it removed from an employee (which he was very polite and removed the lock). I advised him to have Teressa call me (which he wrote out a note for her in my presence). I have spoken to customer service twice and have reference numbers that provide information to said manager that I had 3 units on my account when I only asked for one. I have supplied these to the location manager as well.

I have not heard from ANYONE since 7/06 and am very frustrated and unsure what to do. I could move out of the unit; however, that doesn’t solve the issue of my double debit, lack of credit in approximately $125 and the current balance on the account ($198.85). I am giving this location zero stars and hope everyone who is looking for storage opportunities to look elsewhere. Please beware of who you trust with your money and belongings!

Verified purchase

I rented this trunk, which was dirty. I'll attach pictures. The truck obviously had not been cleaned. 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 at 337 313 0139 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.

UHaul recommended Magic Movers in Hoquiam WA to help me pack my UHaul truck. Here is my review of their service: I hired Magic Movers in Aberdeen WA by recommendation of UHaul to help me pack my UHaul truck. I am disabled and relied on this company to help me load the truck. I hired them for 2 hours. I had everything conveniently arranged in the downstairs of my home and basem*nt and had already loaded the 'Mom's Attic' by myself. All I needed help with was loading the rest of the UHaul in an organized way. I had limited space and expected the movers to load the UHaul in a professional manner from bottom to top utilizing all the space available. I made the same move 6 months prior with the same truck size and the same sized load.

Upon arrival, the movers started to load the truck but I noticed that they stopped loading the space 3/4 of the way to the top. I was worried that things would start to 'settle' upon driving and I was also worried that there would not be enough room for everything to fit as the space wasn't being utilized to its potential. Additionally, I had concerns that the movers were packing heavy items on top of my fragile items. Overall, I became very stressed out because the movers appeared as they were not trained adequately and were going to do a poor job of loading my UHaul.

When the 2 hours were up, I was left with a half packed mess. As you can see from the photo, the space was only loaded 3/4 of the way to the top of the available space. I was left with a bunch of things that still needed loading and had to try to 'fill in the spaces' myself. This was quite inconvenient for me as I mentioned that I am disabled which was the reason I hired the team in the first place. The movers buried my step stool that I mentioned I needed access to for unloading purposes. I felt disappointed that I had to finish the job myself, didn't have my step stool to finish loading and was very sore the following morning. I had to post-pone my trip as I needed an extra day to recover from having to do much of the work myself.

I reached out to UHaul, who recommended Magic Movers, and they suggested I try to contact the company directly. I reached out to the owner of Magic Movers once I arrived at my destination and was met with unprofessional responses. The owner told me that he had 'this many' positive reviews with not one complaint. I reiterated my concern about the service I received and all he kept saying was that his team would never conduct business in such a way. He wanted proof, so I supplied him with a photo of my half-loaded UHaul at time of completion. He didn't acknowledge my proof. He totally dismissed my concerns and treated me like a liar and became hostile and started cursing at me during our phone call. I have since tried to reach out to him for a resolution but all he does is hang up on me.

I thought I would reach out one more time, a month later after things had cooled down, and once again I was hung up on. I never asked for a refund, I was simply trying to be heard. In closing, I would not recommend this company to anyone who is looking for help due to a disability or needing a quality service.

Verified purchase

Disappointing Experience with U-Haul: Poor Communication and Customer Service. Rating: 1/5 Stars. As someone who has relied on U-Haul for moving needs in the past, my recent experience has left me extremely disappointed and frustrated. Despite booking in advance and providing clear preferences for equipment size and location, U-Haul failed to fulfill my reservation as requested.

The lack of communication regarding a last-minute change in equipment size and pickup location was particularly egregious. Instead of receiving notification or an opportunity to discuss alternatives, I was simply informed of the change after the fact. This lack of transparency and consideration for customer preferences is unacceptable. Furthermore, the response from U-Haul's customer service team only served to exacerbate my frustration. Instead of addressing my concerns and offering a meaningful solution, I was met with dismissive explanations and a refusal to provide any form of compensation for the inconvenience caused.

While I understand that demand may fluctuate during peak periods, it is no excuse for U-Haul to prioritize availability over customer satisfaction. As a paying customer, I expect a level of service that respects my preferences and communicates any changes effectively. Overall, my experience with U-Haul has been incredibly disappointing. I would caution others to carefully consider their options before entrusting their moving needs to a company that values profit over customer service.

YM

Same as other complaints. Ordered a 5x9 Trailer on the 21st April to use on May1st. Was told everything was in order. On April 30th received call that trailer was not available at their location, but I could drive one hour away to get one and then drive 1 hour back with the trailer. When I filed a complaint with customer service they agreed, that this was wrong. I received a call from corporate who were immediately covering their butts by saying on the web page that Uhaul can call and up to the day before the rental to verify a trailer was available.

Verified purchase

I picked up my UHaul on 3/22/2024 at 4100 Florin Perkins Rd. Sacramento CA, 95826 so I could move my family belongings to Tennessee. I ordered 2 packs of moving blankets. I received 2 blankets, not 2 packs. The blankets were not folded, the back of the truck was not swept. I had the rep at the pick up location marked a few dings and dents. The interior was not cleaned out either, with coffee stains on the cupholders. The check engine light came on minutes after leaving the pickup location, and remained on the entire trip.

Where it all went real bad is when I was cleaning out the truck (both the area in the back and the cab), I found A LOADED .22 CALIBER PISTOL UNDER THE SEAT. This pistol did not have a trigger guard, and is semi-automatic. Had I been involved in an accident or hit a very hard bump, the pistol could have fired both rounds and I could have had 2 .22 caliber bullets ricocheting around the cab. While driving through CA, if I was pulled over and the cab searched for some reason, the officer would have found this LOADED CONCEALED FIREARM. I would have been subject to multiple felonies (concealed weapon without permit, carrying a loaded firearm, having an unregistered firearm). My 3 year old son was in the cab with me when I found the weapon. I then called the Memphis PD to have them come pick up the firearm and make a report.

When I turned in the truck to the UHaul location on 3/28/2024 at 370 Union Ave, Memphis, TN 38103 and told them about the weapon, they were not concerned, said there was nothing they could do, and that I needed to call the pickup location. They also said I could call UHaul corporate. I called the pickup location, let them know what happened, and was told to call UHaul customer service. I then called UHaul customer service to file a complaint. The rep on the phone took my information, and said that someone would get back to me in 3 business days. No one responded to me by Tuesday 4/2/2024.

On Tuesday 4/2/2024, I filed a claim with repwest, since I purchased SafeMove+ for 199.99. After filing the claim, I called the Uhaul customer service line and was connected with Karina C. She was the first person at UHaul to voice concern over the situation. She let me know that no one at the store levels in either Sacramento or Memphis noted that I had found a LOADED FIREARM, and that the customer service person I spoke to on 3/28/2024 did not follow the proper procedures in regard to what happened. Apparently those people were hoping I would just go away. Karina told me that she had escalated this situation to the Sacramento Marketing Company President Melissa ** and her assistant Rebecca ** at 916-929-7555. I am expecting to get a full refund of the $3709.92 I spent to be unwilfully and unknowing subject to possible death or imprisonment.