Uhaul Story

U Haul Customer Service: What not to do. U Haul

Live between cities? Check the rates. Could be a BIG $$ U Haul Most of the U-haul horror stories involve vehicles that were reserved but not available, etc. I ‘discovered’ another way that U-Haul...

U Haul customer service?! I’d pay double to a company without!!! U Haul I dropped the truck in the lot, put the keys in the drop box... the next day I received a call from UHAUL to come and move the truck to anot...

In a pinch to rent a moving truck within 48 hours. I first turned to a company I have been familiar with my entire life, U-Haul. I gave their 800 number a call and quickly learned that they do not provide “Same Day/Next Day” reservations for equipment. Today being Friday and needing to complete my move by Sunday evening I decide to pursue the reservation of a 14′ truck on Sunday morning. Without indicating whether their was a truck available in my area or what rental rates would be the customer service rep. asked for my name and credit card information. As a cautious consumer I hesitated. I asked whether or not I would be able to cancel the reservation if I decide to go with another company. I planned to call several companies that afternoon and to select the one that best suited my needs. The customer service rep. indicated that a 24 hour noticed prior to the scheduled pick up time was required to avoid being billed for the rental. Still, I thought it a bit strange that they would ask for a credit card before checking availability and pricing but (and I remember consciously thinking this!) I thought to myself “Well, it’s U-Haul. They’re a reputable company.”. I thought wrong. After providing a few pieces of additional information (address, zip code, yes this was an in-town move, etc.) I was informed that I would receive a call back from a regional office later that day at which time I would be informed when I could pick up the truck for a 6 hour rental period. Three hours later, after deciding to go with Ryder, I called U-Haul to cancel the reservation I made earlier that day. I was able to cancel the reservation alright but was told that a $5 reservation fee I was never informed of in the first place would still be billed to my credit card. Naturally, I objected. I explained that I was never told there was a reservation fee nor a non-refundable one for that matter and that I would like the charge refunded. Of course, the rep. I was speaking with said he couldn’t do anything about it and referred me back to the main line. I called the 800 number again and asked to speak with a Customer Service Manager. I eventually got to a woman who informed me that their reservations staff have distinct scripts that they follow and that these scripts include several references to a non-refundable reservation fee. I responded that I respected those efforts as a measure to prevent this sort of thing from happening however, in my experience earlier that day, it was never mentioned. She offered me $10 worth of U-Haul gift certificates for my silence. When I declined the offer and asked to speak with her manager she promptly placed me on hold and several seconds later disconnected the line. I called the 800 number again and eventually made it to a second manager who, although more patient than the first, could only provide me with the same offer ($10 gift certificate). I told her to mail the gift certificates to someone who would actually do business with them in the future as I never would. The moral of the story is no matter how well established the brand make sure you receive all the information you need from them before giving them any of yours.

Awful customer service U Haul Reserved a truck. They were supposed to call and verify the reservation at 5:00pm. At 5:07, we were worried and called their customer servic...

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worst customer service, and MYSTERIOUS FEES U Haul

U haul, if it runs. U Haul