“Uhaul customer service suffers from ‘corporate disconnect’ problems. The initial agent informed me that if I returned my trailer a day early, as long as it was before a stated time, that I’d be refunded for the unused day. She confirmed this a good few times. So I promptly got the trailer unloaded to return on time at the destination. The next day, was informed by another agent that company policy does not offer refunds for unused days. This was news to me, and had I known I wouldn’t have stressed to unload the trailer so fast. $750+ is not exactly cheap to tow a small trailer 350 miles one way, plus gasoline costs. I would have at least appreciated the honesty up front so I would have known not to trust Uhaul agents saying, “Don’t worry, we’ll escalate this to upper management and you will get your refund”. Very disappointed in America’s moving monopoly.”
“This location was clean, friendly and accommodating.
HOWEVER
U-Haul as a corporation contacted us prior to our move. We had reserved a 26’ truck for a 1 way move 2 hours away. We were asked by U-Haul if we would assist them with equipment re-distribution of a tow dolly by hauling it with us to our final drop off destination. We agreed to do so with the understanding that both the truck and tow dolly would be picked up in one location, Milledgeville, GA and both dropped off in one location, Statham, GA. In return for our assistance, our rental period was increased from 24 hour rental to 48 hour rental and an additional 100 miles were given for the trip.
The day before our scheduled pick up time, I received a text from U-Haul indicating that our truck and the tow dolly were scheduled to be picked up in 2 separate locations more than 30 minutes away from each other and our drop off of the truck and tow dolly were also scheduled for 2 separate locations 15 minutes away from each other. The text indicated that I could respond to the message if those arrangements did not work. I responded to the message immediately and received no response or follow up from U-Haul.
Frustrated but already overwhelmed with the 2 hour move, we decided to just deal with the 2 separate pick up and drop off locations rather than spend time we didn’t have on the phone fighting to get it corrected.
We picked up the truck and tow dolly at 2 separate locations on Thursday 3/12, loaded our home and drove the 2 hours to drop off the tow dolly on Friday 3/13. When we arrived at the drop off location for the tow dolly, the company came out and unhooked the trailer and gave us a receipt for the drop off. We then continued on to our new home to unload the truck and return it to the second location on Friday 3/13 even though our rental was booked through Saturday 3/14. Upon truck drop off, U-Haul attempted to charge us overage fees for additional miles and I got irate with them reminding them that the agreement was for one location for pick up of both items and one location for drop off of both items in exchange for 48 hours of rental time and an additional 100 miles and NONE of the agreement had been followed, requiring us to pick up and drop off in a grand total of 4 locations in 4 separate towns and that I was not paying additional miles as a result of their incompetence. A phone call to the corporate office eventually waived the fees.
On Sunday 3/15 I began receiving texts from U-Haul that we had not complied with the tow dolly drop off by the scheduled time. I replied to the text that the tow dolly has been dropped off at the designated location a day early on Friday 3/13. I was reassured that the location would be contacted on Monday morning 3/16 to clear up the computer discrepancy.
On Monday 3/16, I began receiving emails regarding unreturned equipment (the tow dolly) and that I needed to contact U-Haul to resolve and return the equipment. I angrily called the site that we had dropped the trailer off at on Friday 3/13 and expressed my frustrations that they had physically removed the tow dolly from the truck for us on Friday 3/13 and we were being harassed that it was not dropped off. The woman was friendly but stated that she didn’t leave their office on Friday and go to their lot to see what equipment was returned. I had to explain to her the unnecessary hassle this causes for customers when they go 3 days without updating their computer system. She checked the equipment in online and issued me a receipt showing no balance due.
I’ve moved cross country more than once and completed several fairly local moved in the past 20 years. I’ve always used U-Haul. NEVER AGAIN. This entire process made an already stressful time a NIGHTMARE by us simply agreeing to HELP YOU!!!
This review is not a reflection of the local pickup site for the tow dolly pick up in Gordon, GA or the truck drop off in Statham, GA. They were kind, friendly and helpful. This review is a reflection of the HORRIBLE customer service at both the corporate level and the tow dolly drop off location in Winder, GA.
Conveniently, U-Haul only sent me a review to complete for the pick up and drop off locations that we DIDN’T have an issue with. I’m assuming they were hoping we didn’t share this disaster.”
“I had a great experience with SWIFT Truck Rentals. The booking process was simple, the trucks were clean and well-maintained, and pickup and return were quick. Their customer support was responsive and professional throughout. Definitely a reliable option for anyone needing a rental truck.”
“Strayed off ok. When we got to the drop off point, the business was closed. THERE WAS NO DROPBOX FOR KEYS. It said online it was open until 10, we arrived at 7. So I called uhaul to figure out an alternate plan. We were directed to proceed to another drop site over 120 km away and promised that we would not be charged for the mileage. So we went way out of our way and did the drop off. Received an email the next day from Adam Boughton from Uhaul in Manitoba. Surprise, they are charging for the extra mileage because according to Adam “you could have just left the vehicle there and put the keys in the Dropbox. THERE WAS NO DROPBOX GENIUS.And he will not return emails or phone me despite multiple attempts by me to contact him. So I got charged over 200 extra because their Dépôt was closed, there was no Dropbox and I added significant distance to my trip and paid for the fuel. If you have any options other than uhaul I’d suggest you use it”
“I lost $104,000 to a scam when the company kept demanding more money and refusing withdrawals. After months of frustration and realizing it was a scam, I reported the issue to Ai xaLTD.COM.Their team stepped in, guided me through the process, and worked tirelessly to recover my funds. Thanks to their expertise, I finally got my money back, Ai xaLTD.COM.truly saved me from a devastating financial loss. Highly recommended!”
“I arrived at the Hyattsville location at 8am 7/17/20. I located my truck with the code that I see in my phone. I checked; it was ready. But when I was about to get in, I was harshly stopped by a U-Haul employee saying that they prepared it for someone else. I show him my reservation and the matching vehicle code on it; he said does NOT matter and made me do the check-in again manually, on-site, without a face covering. This alone caused my very precious 30mins from my move-in window.
I finally picked up the truck arrived my move-out address only to realize the utility doll I ordered is not in the truck! Meanwhile, I am having sms arguments with the move helpers (MoverHelper) as they want to change the time from 9am to 11:30am. After some argumentation, I had to agree to that as I had no other option. So, I carried everything on my back alone and manually with no utility tools! Move-out supposed to be done by 10am but I could only complete it by 11am. Then, I had to go to the U-Haul store again to get the utility doll because it is actually a must for the move-in to a 12 floor building (move-out was from a single family house).
It was 11:45am when I arrived at the move-in address. And again, the move helpers want to change it to 1pm this time. My move-in reservation ends at 12pm/noon. We ended up treating each other in sms!!! Because of all this complications, I was under a huge stress and rushing around, scratched the front top of the truck to the wall of the loading deck. Thankfully we bought the SafeMove in insurance, right? Wrong! I completed the move-in with my 10y old daughter and pregnant wife (lucky, the move-in scheduled after us was late too, so I could use the deck till 1pm). Then I took the truck back to the U-Haul store to only hear that the insurance they sold me does not cover the over-head damage. None-sense, it says it covers accidental damage which is exactly what happened. Then they say; except collusions with over-head objects. I had not energy left in me to argue with them; just I do not accept the responsibility; you do you! Came home; checked the website; found the bullsh*t exception statement only 8 clicks away from where I bough the insurance.
Later they send my $1169 bill, none-sense! I will not pay anything and I am ready to defend myself at court if necessary!”
