Uhaul Just Doesn’t Care About You U Haul
Next time I move I’ll buy myself a truck U Haul I will never again rent a truck from U-haul, even though it was $20 for one day, they charged me $75, while I only drove about 20 miles. Th...
My bad uhaul experiences UHaul doesn't care about your "confirmed reservation", they only care about making money by renting trucks. UHaul's goal is to rent every t...
I made a 127 mi trip from Oregon to Washington. It is a two hour trip. There were no stops, not even for gas, no detours, no diversions. The only additional distance was to take the truck across town to turn it in. One month later, my account is overdrawn by a charge Uhaul made, without warning, without authorization, and for 285 miles over the 150 miles I was allowed in contract!!!! 285 miles! It is impossible that we could have accrued even half that mileage on the truck. When contacted, the local Uhaul office had me do the footwork, calling long distance to the Oregon Uhaul to try and straighten a discrepancy in the system out without any idea how it could have happened or how the system even works. Hours later, most of which were spent on hold to one Uhaul or another, they refuse to do anything about the charges. There is no way that we can prove that we did not go over 400 miles in the truck, even though it is entirely impossible. They were absolutely not willing to refund the money on good faith, even by losing our business and the business of our friends and family! I don’t know how they did it, but they can seemingly get away with it, and it could happen to anyone. It is your word against the word of whatever employee scribbles down the numbers. For all I know, in their haste to fulfill overbooked reservations, they let someone else use the truck in the meantime. It doesn’t matter where you’re going, or how far: if you have a problem, Uhaul will hold you entirely accountable for it. They don’t care about your repeat business because there will always be uninformed and desperate people willing to use their services. Don’t be one of them! Moving is stressful enough…go with a moving company that is not going to make it more difficult. Uhaul may be convenient, it may appear to be cheaper than some of its competition, but where it counts, in customer service, uhaul is LACKING! It doesn’t matter how they treat you when things are running smoothly; its when problems arise that you NEED them to care, and they just don’t. Uhaul ended up being more expensive and loads more stressful than if I had used Penske, Ryder, or Budget.
Some reviewers have asked me to add a few more details about my Uhaul experience. Okay, you asked for it!
Unlike many people reviewing Uhaul, I did not have any problems making a reservation or picking up the truck, although I did get two phone calls from two different people the night before: one said they didn’t have my size truck and would upgrade it at no cost to a larger truck, and another individual who said they had the truck I wanted and everything was in order. It didn’t end up being a problem for me, and I ended up with the truck I ordered, not the upgrade, but it is indicative of their overall disorderliness in reservations. I received a 17′ truck (as reserved) as well as renting a furniture dolly, an appliance dolly, and a hand cart. We bought mattress covers and a tarp since it was pouring rain that day. Fortunately, our truck did not leak, and was clean, and other than a lack of even a tape deck or cigarette lighter to plug my portable cd player into, was in satisfactory condition. It had a ramp that made loading nice, but so do other companys’ trucks. It did not come with a padalock to lock the back door. The gas tank was at 1/4 of a tank, which makes it difficult to fill up to the appropriate amount when returning the truck. To Uhaul’s benefit, this usually means you will overfill your share of gas used, rather than underfill and get gauged by a $20 refueling fee plus $2.00/gallon!!!! As I recieved the truck at 1/4 of a tank, I can’t help but doubt that they would even use that money to refuel. Other than the fact that the person who checked us out butchered the name on the account (turning a man’s name into a woman’s name and giving him an entirely different last name…presumably while typing in the info directly from the drivers license…) the service was pretty average: not overly helpful, but not unhelpful. My receipt indicates that the truck was at 126,596 miles. Silly me, I didn’t veryify this with the odometer in the truck. I’ve got to shake this pesky habit of trusting people…Our trouble came from the drop-off location. When we arrived to drop off the truck, there were not that many people there, but it took the individual at the counter nearly 45 minutes for him to help one person in front of us set up a storage account (and I seem to recall it had something to do with problems with the reservation…wasn’t really paying attention at the time, though.) During our wait, we observed several employees milling about, walking past us and the counter in no apparent hurry without offering to help us out at the other register. Though the line grew considerably behind us while we waited, no one ever took up the second register. When it finally came our turn at the register, he told us to go wait outside (very cold) by our truck and someone would come check us out. We waited outside for another 20 minutes, wandering back inside occasionally to make sure they still knew we were here and waiting. The man who checked us out was actually very friendly, but rushed, and after a day of unloading to our upstairs apartment in the cold and spending an hour at Uhaul, we were a little rushed too. We asked if there was any paperwork we needed to sign or get copies of, and he told us no, it would all be taken care of. We didn’t hear from them for a month. I expected a bill, but instead, they automatically took it from my debit account, causing me to overdraft on my account. I guess they expected me to take the charges on face value, because I was never sent a bill to itemize the charges. My other complaint is that the rental ‘contract’ they give you is printed out on a flimsy piece of receipt paper, using dot matrix, of which you get carbon copies that are very difficult to read. This tiny-print-in-light-ink piece of paper is the only document that declares you will be signing your Visa card away to them. They certainly don’t mention that they can and will access it to make charges to your account whenever they please, without even sending you a paper bill for accountability. That -alone- should make you suspicious of what they might be trying to pull. By the time you’ve figured out what’s happening, your card has already been billed and it’s left to nothing more than your word against theirs, and they just don’t care what you have to say. When I told the Uhaul manager I was going to take the issue to someone over his head he told me it wouldn’t matter, that it would all come back down to him anyway. When I went to file a complaint with their customer service/complaint department, the woman I spoke to on the phone had already heard about it! The manager at the local Uhaul had already called her! Not sure what to think about that, but she mentioned him by first name, and that makes me a little uneasy in more ways than one. Anybody ever seen that cartoon where the suggestion box feeds right into the furnace? That’s kind of the impression I got.
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