U-Haul Customer Service Issues

I want to file a complaint regarding a recent rental vehicle experience. I returned the vehicle through the mobile app, disputed the charges, and was told someone would call the following day. Despite emailing them and expecting a call on Monday, no one reached out. After freezing my card to prevent charges, I later spoke with a manager who promised to call back the next Monday. Several days passed without any contact, and to my surprise, my card was charged on Thursday without any explanation. This lack of communication and disregard for customer service has left me thoroughly displeased. Despite being a loyal customer for various moves including military transfers, I am deeply disappointed with how this situation has been handled by U-haul.

I am looking to file a complaint regarding returning a rented vehicle via the mobile app, disagreeing with the charges, and the lack of follow-up communication. After a failed attempt to reach them due to a frozen card, I finally spoke with a purported manager who promised to get back to me the following Monday, but have not heard from anyone since. Despite being charged, I am still waiting for an explanation. This experience has been disappointing, especially considering my consistent use of U-haul for various moves. I hope for a resolution soon.

There is an ongoing privacy issue at the property located at [redacted] North Collins, Arlington, Texas. For the past two years, I have been requesting the management to address the situation, but they have blatantly refused. There is a camera pointing directly into my storage unit, compelling me to block the view with plywood inside the door to safeguard my belongings from being exposed. Despite my repeated pleas, they have neglected to reposition the camera to face the driving lane instead of invading my storage space. This continuous violation of my privacy and personal property needs to be rectified promptly.

Good evening. I recently rented a truck because I unexpectedly have to move a family of 9 who have been living in the same home for seven years. I explained to my husband that we needed the truck for an extended amount of time as I was given a month-and-a-half to move due to work, school, and now my father having Corona. We are trying to be smart about the move, filling the truck slowly as we go and dumping it when it's full. I explained this to my husband, but when he went to get the truck, the U-Haul facility was closing soon, and they rushed him out without listening to our needs. They seemed agitated and my husband felt pressured to leave quickly.

On May 13, [redacted], I rented a U-Haul trailer from The Real McCoy Auto in Lansdowne, PA, intending to return it to the U-Haul in Havertown near my house. Despite my request, they did not print a receipt due to printer issues. I secured the trailer, lights, and latch by myself as no one from The Real McCoy assisted or observed. The next day, my ex-husband returned the trailer to Havertown U-Haul and was not given a receipt, being told it would be emailed. U-Haul has since withdrawn approximately $[redacted] from my account, leading to $[redacted] in overdraft fees, with an attempted charge of $[redacted] causing insufficient funds. This situation has resulted in bounced bills, extra costs, and negative credit impacts. U-Haul claims the trailer's reference number on my receipt is incorrect, making it challenging to locate. They continue to try to withdraw money, compounding the issue caused by their mistake.

I reserved a truck from the Union location in Memphis, Tennessee, which I picked up yesterday afternoon. However, they informed me that since it's my preferred location where I applied for the rental, they should have my details. Unfortunately, they didn't have my phone number on file when I arrived for pick-up. This is the second time I've had issues with U-Haul, and I'm becoming frustrated with the service. If I reserve a vehicle at a specific location, I expect to pick it up there without being inconvenienced by having to travel 30 miles. My preference is the Union Avenue location due to its proximity to my residence in midtown. Can they please call me at 5 o'clock regarding my vehicle pick-up at the Union location today? I will be there around 9 a.m. as agreed upon the other day.

I have an appointment scheduled for Friday to have a hitch installed. When booking, I opted to wait, but now it seems drop-off is required. I've been unable to get in touch to confirm or modify my reservation, so I'd like to cancel and get a refund. I've tried reaching out through various channels without success. Please cancel the reservation (#[redacted]4) and process the refund as soon as possible.

I've been trying to contact U-Haul by phone for three days regarding my U-Box with no success. My order number is [redacted], and my phone number is [redacted]. My U-Box is currently at Autotek in Antelope, listed for an unload on site. I initially informed the U-Haul worker that I would need it unloaded at my new residence once I had the address, but multiple representatives have been unable to change this to a drop off location. I've spent a total of 5 hours on the phone, waiting on hold and getting transferred. I even went to Autotek in person, but they were not available. I called the 'on call' number left a voicemail, but haven't received a response. I simply need my box delivered to my new residence as previously discussed. My move-in date is Saturday, so this issue needs to be resolved promptly.

Reference number [redacted]07. I rented a tow dolly from Tustin, CA to Colorado Springs. On the way, I experienced a blowout, causing a 5 1/2 hour delay. The tire separation issue should not have been overlooked at the rental yard. I need to submit a Customer Objection for the tire condition and seek reimbursement for the overnight hotel expenses. I have tried calling 1.[redacted].Go.Uhaul multiple times, waiting for over an hour each time. However, whenever I provide my contact information for a callback, I get disconnected without any follow-up. If this matter is not resolved promptly, I will request a full refund for the rental and explore disputing the charges with my bank.

I have been attempting to contact customer service at U-Haul regarding an unexpected charge on my credit card. The charges amount to $[redacted] and $[redacted], which seem inaccurate considering I only drove 90 miles, a distance I find implausible as both my old and new homes are only 2.7 miles apart in the same town. When I initially rented the truck, I inquired about paying for five days at once since I would require it for that duration to move. The staff suggested using the online system to extend the rental each night, which I did. However, I received rude and persistent calls during working hours instead of a response to my provided availability. I am bewildered and eager to chat with someone to clarify this situation. I feel quite frustrated and disappointed by the misinformation provided by an employee and the lack of communication.

I noticed items left outside a storage unit. After discussing it with the manager, I got permission to go through them. When I found people going through the items later, the manager assured me he would handle it as the tenant had been evicted. However, I later met the previous tenant who claimed her storage bill was paid and shared issues with the manager. She mentioned her late father's ashes were among the discarded items, upsetting me. When I complained to the manager, he restricted my access to the unit, asked me to leave, and brought a dog along, making me uncomfortable due to a past incident with a pitbull. Feeling intimidated, I agreed to move out but now request a refund for the remaining storage time and the prepaid month. I will also inform the lady about the situation. This occurred at the U-Haul Moving & Storage facility on [redacted] Rigsby Avenue in San Antonio, Texas, Unit [redacted].

My UBox was delivered to an incorrect location without my knowledge. I discovered this mistake when I checked the address to collect my belongings and realized it was over an hour away from my residence. I recently learned that the location I selected during my order does not offer uboxes, which was not communicated to me earlier. Had I been informed before the shipment, I would have selected a closer alternative, as there are several nearby locations available.

I rented a 10' U-Haul from your company at Edgewood in Jacksonville for an in-town move. Unfortunately, I only realized it had no ramp when I was ready to load. When I checked at the Normandy store for a 15' truck with a ramp for August 1st, they didn't have one available until the next day. I was assured I could leave the 10' truck there, contrary to my contract. I was not informed of the $[redacted] penalty for this. I am on disability and this money was meant for groceries. I urge you to refund this to me. Additionally, I paid full price for both the 10' and 15' trucks, costing me $[redacted] total. I spent 1 1/2 hours with only 45 minutes spent waiting in line. I would appreciate your assistance with this issue. Thank you. Sincerely, Priscilla D. Email: prisdynesius55@ gmail.com Phone: [redacted] Address: [redacted] Valerie St Jacksonville, FL [redacted]

I was repeatedly assured that the hitch being installed on my new [redacted] Toyota RAV4 was compatible with the foot-activated lift gate. However, after installation, I discovered that it is not compatible. Not only that, but a noticeable dent/hole was left in my bumper during the process. The installer denied causing the damage, but it was definitely not there before. I am very disappointed with both the service and the damage done to my vehicle. Despite conflicting information from the installer regarding the foot activation working, I am left unsatisfied and may think twice about using U-Haul again, except to have the hitch removed. Best, Cathy E. [redacted] [redacted]

I have been trying to reach U-Haul all day without success, and I am very disturbed. Today, I ordered a hitch for my [redacted] Toyota RAV4, being assured multiple times that it would be compatible with the foot-activated lift gate. However, after installation yesterday, the foot activation no longer works. The installer claimed it should work unless the instructions specifically mention interference, even though I had inquired about it several times before installation. They also mentioned it might be a [redacted] model issue. Additionally, there is now a dent or hole in the rear bumper which was not there before. The installer denied responsibility for it. I am thoroughly disappointed with the service I have received. - Cathy E. [redacted] - [redacted] - [redacted]

We rented a trailer in London with a drop-off in Kingston, scheduled for August 12, [redacted], at 2:30 pm. On the morning of the 12th, I called the Kingston location to inform them we'd be late and asked about potential charges. I estimated we would be 3 hours late, around 5:30 pm. The staff reassured me it was fine, no mention of a late fee. Despite returning the trailer at 5:40 pm, the manager assured me he would adjust the return time accordingly. To my surprise, a late fee was later charged to my credit card. It was unexpected since all my interactions indicated there would be no additional charges.

Our bush sustained significant damage due to a U-Haul being improperly operated by neighbors. The driver repeatedly ran over the bush and fled the scene, later returning with a different driver. Despite the incident being reported to the police, the individuals renting the U-Haul have not cooperated in providing details about the driver, the rental agreement, or insurance information. The license plate of the U-Haul in question is AD72223, IL [redacted], registered to U-Haul Co. of Arizona. The VIN number is IFXDE45538DB53229. The incident occurred at [redacted] W. Ford Ave, Beach Park, Illinois. It is essential for U-Haul to investigate and assess any damage done to the van, particularly the undercarriage and back end, and ensure accountability for the hit-and-run incident involving their vehicle.

My mother rented a U-Haul for my boyfriend and me to move out of my foreclosed home when I received an eviction notice. My boyfriend used my mother's credit card under the name of Felix Andino to check out a 20' truck, accepting verbal responsibility with limited assistance from me. The reservation has been extended multiple times, and despite hiring movers, we have not completed our move after almost 12 days. My mother, Ofelia Morales, would like the account to be updated and closed under the name of Felix Andino or transferred to her name on the credit card, Ofelia Morales. We are hoping for assistance from U-Haul to complete our move smoothly, loading and unloading the remainder of our belongings from the foreclosed home as per our request. The reservation was made under Felix Andino and the Visa card under Ofelia Morales. To contact us, please call [redacted] and ask for Ofelia Morales. Thank you for your assistance in addressing this matter. Audra Gamez

**URGENT: IMMEDIATE ATTENTION NEEDED** I need to address a rental that was supposed to be returned around 2 days ago. The individual who rented the truck is currently in the hospital under an induced coma for the last 48-54 hours. I was recently made aware of this situation and I am looking to return the truck promptly to avoid excessive charges due to this unfortunate circumstance. I am prepared to accept reasonable fees, but regrettably, I am unable to settle the bill until around the 15th of this month. Therefore, I request confirmation that I can return the truck now and make the payment at a later date.

I placed an order for a hitch in early September, originally scheduled for installation on September 6 at 7 am. Due to a change, the installation was rescheduled for September 8 at 8 am. Unfortunately, upon arrival on the new date, my order was not available, causing me to miss my planned camping trip to Illinois. I am currently in Bloomington and had to book a motel for my stay. I have tried contacting multiple numbers to cancel and get a refund, but have been unsuccessful. I received conflicting installation quotes ranging from $39.00 to $[redacted].00 depending on the location of purchase and installation. I have not received any confirmation or communication from U-Haul. I am requesting a cancellation of the order and a refund. Thank you, Howard G. [redacted]