Top 1,267 Reviews From Legit U-Haul Buyers (2024)

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.

Nothing but issues when ordering hitch and installation. Purchased hitch and install and made appointment for 2 weeks later. I showed up for appointment and was told hitch was not there and they did not know when it would arrive. Finally 3 weeks later after several calls and a trip to location my hitch was found. When the hitch was installed it was installed incorrectly damaging my bumper, spare tire holder under car was loose and a panel cover inside car was missing. They also did not reinstall the underbody panel, claiming they don't do that because it doesn't fit with hitch installed. The U-haul hitch install videos shows them trimming panel to fit and install. This was the of the main reasons for me having U-haul install the hitch.

The installer did not even give me the removed panel, I had to ask for it. When I returned for them to fix the incorrect install is when I saw the bumper damage and when I notified the manager that the lower bumper part needed to be replaced she wanted me to remove and install the new part with the incompetent installer. I told her I will get the part from the dealer and install it myself if she paid for the part. The part cost $30 more than I thought and the manager was giving attitude like I was trying to get more than the part cost. Never received an apology for all the issues or thank you for doing the install of Underbody panel and lower bumper myself due to incompetence.

To make matters worse I contacted U-haul customer service twice and got no reply to these issues from the company. Poor customer service at local office and zero customer service at national office. If you plan on having a hitch installed from U-haul, check local reviews to see if they are competent and professional. I should have did the install myself and saved $150 and a lot of hassle and aggravation.

I ordered a 26' truck, a furniture dolly, and appliance dolly a month before the scheduled pickup date of Fri. 12/8. 2 days before someone from U-Haul changed the pickup location to one that was 30 minutes away instead of 5 minutes away. When I called to complain I was forwarded to the traffic dept in Columbia SC, and the person I talked to just kept saying that she didn't do it personally, and didn't want to hear it. I had to call U-Haul again and got the order changed back to the original pickup location.