U-Haul Sucks

Given the great success of my Hotmail sucks blog entry (number four in google at the time of this writing), I thought I’d take a stab at U-Haul. My writing doesn’t appear to have had a huge impact on Microsoft, but maybe I can start a movement with U-Haul. (Query whether blogs can help fix market dysfunction).

My experience with U-Haul has been bad. I don’t quite understand how they can continue to exist as a company.

I needed to rent a small truck for a day to move a couch a couple of months ago. I only needed it for a Saturday, and U-Haul was the only option that would let me do a one-day rental on the weekend and return the truck in a fairly convenient location. (For a rental starting on a weekday, I recommend Penske, which has never caused me any problems.)

The first thing I discovered is that you can’t actually “reserve” a truck with U-Haul. Instead, you “request” a truck. Although the email confirmation comes from “reservations@uhaul.com” it includes the following disclaimer:

Your pickup location is a PREFERENCE ONLY. The U-Haul regional office for LYNN, MA is now in charge of your reservation. They will call you by 5PM on the day prior to your pickup date to schedule your exact pickup location and time. To change or cancel your reservation, please contact us no later than the day prior to your pickup date. Our phone number is (800)344-2212. Reservations cancelled on the day of pickup are subject to a $50 cancellation fee.

So they won’t guarantee you any pickup location, but they will charge you a $50 day fee if you decide the location they pick for you doesn’t work. What if airlines worked this way? “We’re sorry, your ticket to leave from Boston was only a request; your flight is actually going to take off from Providence.”

It strikes me as terrifically poor logistics that they can’t figure out which trucks will be at which locations until the end of the day prior to the rental. I’ve heard stories of people thinking they had a secure reservation on U-Haul and in fact ending up with nothing at all the day they needed to move. I suggest that if U-Haul (1) shouldn’t allow people to reserve trucks it doesn’t have and (2) should be willing to drive trucks where they need to go the night before if they figure out they don’t have the trucks at the correct location. Others have complained similary about U-Haul’s lack of dependability in this area.

As a side note, their price scheme is screwy: it’s cheaper to do a one day one-way rental across a 20 mile area rather than a one day round-trip “in city” rental. Someone at the pickup location told me that this was because they had recently raised their round-trip prices but the one-way prices hadn’t caught up. I suppose this wasn’t a big problem for me, but it does encourage irrational behavior (choosing different pick up and drop off locations) and reflects poorly on U-Haul’s corporate intelligence.

The day before the rental, I got a call telling me I could pick the truck up, and they gave me an address. A while later, I checked the address on Mapquest, and it was nowhere to be found. So I used the caller ID memory on my cell phone and called the place back to ask them exactly where they were. It turns out they were not in Lynn, but in Lowell, which would have been about an hour out of my way (for a 15 mile rental!).

I called back the national office and they were a little confused about the difference between Lynn and Lowell, but ended up switching me to a pickup location in Lynn. (The pickup location I had originally requested in Lynn apparently doesn’t exist at all).

In any case, we got the truck, which was in shoddy condition—poor shocks, dirty cab area, and a non-adjustable radio (no cassette or CD, of course). In fact, after I tried changing the channel on the radio too much, it turned off entirely and refused to turn back on.

At the end of the day, I went to return the truck at the destination location, which was supposed to be a Texaco in Roslindale. As it turns out, there was no Texaco in Roslindale. I called the national phone number, and they were rude and unhelpful. They kept insisting that the truck needed to be returned to the Texaco in Roslindale. They also told me that there would be a fee for dropping off the truck after 5pm, so instead I should wait until the next morning so I wouldn’t have to pay the fee. (So, I return the truck later, and pay less?)

The next day I discovered the gas station, which was no longer a Texaco, where the truck was supposed to be returned. I didn’t bring my contract with me, as I assumed these days everything is computerized. When do you actually need physical pieces of paper anymore?

The drop-off location would not, in fact, accept the truck without the contract, and said I would have to go to a location about 5 miles away if I didn’t have the contract, because they had no computer at their location. Huh?

So I went home and got the contract, returned the truck, and thought that was the end of the sad sad story.

Skip forward a couple of months. I just notice an additional $150 charge from U-Haul on my most recent credit card bill, charged from a U-Haul store in Somerville exactly a week ago. I haven’t set foot (or car) in Somerville for months, so I was sure it was a mistake, maybe someone gave the wrong credit card number to the Somerville U-Haul or they made a typo.

So I called the Somerville U-Haul. They told me they couldn’t help me; I would have to call an 800 number. I called the 800 number, and they told me that number was for emergencies only and gave me another 800 number to call. I called that number and they told me “they only deal with trucks” and I would have to call my regional 800 number. So I called my regional 800 number and they asked me what my reservation number was. I told them I didn’t have a reservation number, I had a billing complaint. So they told me to call the national something number. I called that number and they told me I had to call the Somerville U-Haul.

At this point, I told them I had just called five numbers, and they were trying to send me back where I started.

Finally, they agreed to hear my issue. I explained that I had a charge on my credit card from one week ago from the Somerville U-Haul, where I had never set foot in my life. They brought up some records on their computer system, and insisted that what had happened was that I had rented the truck two months ago and kept it until last week, at which time I had returned it to the Somerville U-Haul.

I explained to them that I had actually returned the truck less than 24 hours after I rented it, to the Roslindale “Texaco.” The person on the other insisted (1) that my one way rental was from Lynn to Somerville, not Roslindale, and (2) that I had kept the truck for two months. She also insisted that the only way to resolve this was to call the Somerville U-Haul, where I had started. She was absolutely convinced that there was no way the computer could be wrong. (Wouldn’t you think they might have asked for their truck back if I had kept it an extra two months without asking?)

After a few more rounds of the same conversation, she finally put me on hold to talk with her supervisor. A few minutes later, she returned and said that “the computer had crashed” in Roslindale and they had lost all the information. There was a note that someone was supposed to call me about this more recent charge, but apparently no one had. She told me she would fix it, and within a week the credit card would be refunded.

It’s hard for me to believe that this operation survives at all. There must be other people who were also in the “computer that crashed” who were charged for returning vehicles two months late that they had actually returned on time. It didn’t sound like U-Haul was going to do anything to try to locate those people; instead it was just going to wait and see if they would complain.

If anybody reading this has any connections with management at U-Haul, I’d suggest you pass this blog entry on to them. Although some of the problems I experienced may have been anomalies, many of these issues are clearly systemic. If U-Haul ever stops sucking, I will at that point correct this entry.

(finally, I am perhaps not the first person to think of this. We have out there uhaul-sucks.com, “UHaul Sucks”, dontuseuhaul.com, etc..). In fact, I think U-Haul maybe even knows it sucks, since it owns uhaulsucks.com—I was going to link to the whois information for uhaulsucks.com, but all of the whois servers now apparently require you to type in the numbers in a graphic image first).

(update: #6 in google at this time)

Updates 1/22/05: whois information for uhaulsucks.com without captcha, thanks to Benjamin Carrell; #7 in google for ‘uhaul sucks’—and, amazingly, #8 in google for ‘u-haul’, #7 in yahoo for ‘u-haul’. See also this more recent discussion.

111 comments

  1. shaya Jan 28

    don’t ever make a uhaul reservation through uhaul.com, always call the place you want to reserve from. did it last friday, and besides the extra “friday fee” I was happy w/ the van I got.

  2. James Grimmelmann Jan 28

    I made a U-Haul reservation once by phone. A few days later, I received a call back from them saying that the person who’d taken my reservation didn’t work there (and that the rate she’d quoted me was wrong). I never did figure out how they managed to work that one.

  3. Jamie Jan 28

    There was a story last week on a local New York news show about how much U-Haul sucks. They actually rented a truck and took it to a truck mechanic, who basically said that the truck they rented was unfit for driving.

  4. Benjamin Carrell Jan 28

    uhaulsucks.com whois info

  5. Anonymous Jan 28

    U-Haul sucks

  6. smeg Jan 28

    I hate Uhaul … the idea that you can book something online, and not know it’s final until 5pm the day before is absolutely insane … I went with Budget instead when I moved. Booked online, got confirmation, picked up a bigger truck than I paid for because they didn’t have the right one in at the time and returned it less than 12 hours later with no problems.

  7. Jason Jan 28

    This sounds a lot my UHaul experience. I rented a 25 foot truck (which let me tell you, was a lot of fun to bomb around Boston in). Like you, I returned it within 24 hours, and like you, about 2 months later I received a $300 charge on my credit card. Apparently they thought I kept the truck for 3 weeks. It took 10 or 15 phone calls to get the whole thing straightened out.

    I just wish I knew how a company looses track of a 25 foot long moving truck for three weeks. Unbeleviable.

  8. Michael Jan 28

    It’s always been my understanding that U-Haul makes it’s money off of “fees” and other artificial adminstrivia. It’s also common knowledge that their vehicles are rolling deathtraps, indeed “shocking investigation”/”what you should know!”/etc. stories of unsafe U-Haul vehicles are a staple of crap-TV ‘investigative journalism’.

  9. jen Jan 28

    i think you people need to relax and realize that we are all human and so mistakes can be easily made also we all know computers are all ways having problems so i think you people need to stop whining and move on with your life

  10. ange Jan 28

    cry me a fuckin river

  11. Adam Rosi-Kessel Jan 28

    Jen and Ange: see my latest blog entry for an update on the U-Haul situation.

  12. jen and ange Jan 28

    adam check out my latest entry in reply to yours

  13. Rae Jan 28

    I think you all need something else to do than to bitch about U-Haul. Adam Rosi-Kessel, don’t you think that a dispute to your credit card would of been a little more successful. Do waste your life…U-Haul rocks!!!!!!!!

  14. Adam Rosi-Kessel Jan 28

    I never thought this would generate such strong feelings. You’re all free to use U-Haul as much as you like–I’m just putting my experience out there, which seems to be consistent with just about everyone else I’ve spoken with. With respect to Rae’s suggestion to file a dispute with my credit card company: I did call my credit card company first, but they told me I had to call U-Haul and if U-Haul refused to give me a refund they would process the complaint. Since U-Haul did eventually refund the charge, I was “successful.”

  15. Kris Driessen Jan 28

    My husband and I travel a great deal on business and the one kind of vehicle we see on the side of the road A LOT is U-Haul trucks. My suggestion would be that you always make sure someone is following you whenever you rent U-Haul.

  16. Mark Jan 28

    HI Iam a former dealer for u haul to keep it short they
    do not have a clue avoid them

  17. George Lewis Jan 28

    I like others reserved in advance, using the U-Haul Web, and then confirmed (twice) over telephone with a live human being that my reservation was in fact real.

    I arrived on a Saturday afternoon at exactly 1:00 pm as instructed and found that the trailer I reserved was in poor running condition and that I would have to pick an anternate at a location accross town (Edmonton, Alberta, Canada) – everyone was nice and so we made the usual frantic calls to our moving party that we were (after a week of planning) going to be late.

    45 minutes later, at another U-Haul location, I went through 6 trailers (and was hooked-up to 2 of them); each time finding major problems with electrical, mechanical – to the extent that none could be legally taken on the road. At last, we settled on a lesser trailer, also poorly maintained – but at least street legal – and started our move 2 1/2 hours late.

    The story did not end at this point – when we dropped off the trailer 293 km and 1 day later – we found the drop-off centre so poorly ran that they did not know how to process the paper work – in the end, I phoned the Edmonton rental agency to tell then that I had, in fact, actually dropped off their trailer – they seemed to be so dis-intrested that I fully expect to see a bill on my VISA at some later date for late charges.

    I have had worse service – and I have had worse experiences – but I cannont help but remarke that U-Haul’s primary business is their rolling stock (and therefore should make some reasonable effort to keep this working). Until such time as U-Haul understands this – I will never recommend U-Haul to anyone.

  18. Alan Jan 28

    you are all right. Uhaul sucks and nobody should rent from them. They don’t honor the insurance contracts and let another company that answers as them to give you worthless “collision waiver” which excludes hitting anything overhanging (most common accident). I only $200 or so in damage, but could have been uncapped. They were extremely unresponsive to my complaint. All in all, a worthless corporation.

  19. Dan Jan 28

    Ok, I’m a former U-Haul administrator and I can confirm that this is a systematically horrible company. The people defending U-Haul are probably employees with nothing better to do. U-Haul employees are undereducated and are easily brainwashed by management to believe that the customer is generally “crazy” for believing they are actually going to get a well-maintained truck at the time they reserved.
    Here’s the deal: UHaul overbooks…so does Budget, Ryder, etc….UHaul has “horrendous” customer service skills and absolutely no training on how to placate a displaced customer. The general biz model is not bad, and generally necessary to achieve the company goals. The issue is how management sets up online employees to fail and then redirects complaints back to overwhelmed store managers to solve. Letters are the only true way to make sure your complaint is dealt with. Address your letter to Joe Shoen in Phoenix and I guarantee you will get a call! My booklet will be available soon at the website above if you want to know how to get moving for nothing or close to it. Take advantage of their horrible system! Should be up in about a week.

  20. Dan Jan 28

    Whoops, make that http://www.StressFreeMoves.com. Forgot that URL was already taken. If you are moving, make sure you read this booklet. I guarantee you’ll save $$.

  21. Geoff Jan 28

    u-haul can lick my sweaty balls.

  22. Elsie Jan 28

    I have been reading these comments about u-haul. Does not sound good. My daughter is moving from Yellowknife to Vancouver. Is there anyother company she can deal with?

  23. Unsatisfied Customer Jan 28

    U-haul sent me out in an unsafe truck. What a surprise! My trip was delayed several hours, and my move was VERY inconvenient. I was even told I could travel 350 miles in less than 4 hours to make up for the time lost while they “fixed” my truck. The only credit I can give them, is they have put a lot of brain-power into creating a complex system for giving you the run-around when you call to complain. I called 5 different numbers, many of them multiple times and continued to hear the same story; “a representative will call you in 24-48 hours”, blah, blah, blah. It has been 2 weeks and many more phone calls; no call. Eventually, I demanded they conect me to a manager, but they concected me to the manager with whom I had the complaint. If I did my job the way they do theirs, I would not have a job!!! I am very disappointed.

  24. i hate uhaul with a passion Jan 28

    i never thought i would be driven to post on any blog about any company but i simply do not understand how such a disaster of a company still exists. i never ended up getting a truck with uhaul after spending 2 weeks on hold with various disorganized offices, but still got charged a service fee. go with penske! it took me 2 minutes to get a truck on a saturday nearby my apt with penske.

  25. loved uhaul Jan 28

    all of you suck. i hate people like you. you see it’s people like you who actually hold there trucks up and mess up the schedule process. i moved 4 times with u-haul in the past year and only had a problem once but it was because people like you. you people who wanted to be given more time and not return it on time. while making a reservation over the phone i was told my move was being held up because a person tried to pull a trail that they were not supposted to causing it to overheat. these are trucks they do break-down, just like cars to. muck-mucks.

  26. hey there Jan 28

    I’m a current U-Haul employee and I must say you’ve all had some really bad experiences with our company. It is very unfortunate, but really is venting out your problems really the answer? I’m responding to this very dim-witted website because I think your cause is in vain. We are the largest self-moving company in North America. While you may want to think that you’re hurting our business, your not. If anything you give us employees something to laugh about on our breaks. Hundreds of thousands of reservations our made throughout our thousands of locations everyday and we fill about 95%. For you unfortunate saps I petty you because when you get a late pick-up you can blame the person who had the truck ahead of you. Ask them why they felt like it was at their own leisure to bring the truck/trail back when ever they felt like it, to which every location they wanted to. Ask them whey they thought our trucks were built for speeding down highways or to move dirt or trash. We do and say things for a reason. And please don’t forget about all the good stuff we do like give free storage to families of hurricane victims or support various charities. So in the end, please keep up the log coming because we like reading them. Ha Ha Ha Ha.

  27. Mark Jan 28

    I had a similarly unfortunate experience with uHaul. My girlfriend reserved a truck and perhaps she wasn’t strict enough about one-way (I know one way is cheaper for short moves), but when we got there the truck was reserved for in town. She does tell me she explicitly said one way and told them a pickup and dropoff location. I told the woman that wouldn’t do and I want one way for the $100 or close that was offered. Granted I’ve moved with uhaul twice before myself and everything went as smoothly as you could expect, though the trucks were rather old. After haggling with her to redo the contract and everything, she informs me that she has no truck. WHAT? But there’s another uhaul 2 blocks away that will have a truck, go there. So we go there on foot. No trucks, they call her, she says come back.. I have one truck. So we go back. It won’t start. She sits there and futzs with it and eventually gets it to start. She says, it needs gas (it’s almost empty), go get gas, save the receipt, the destination location will refund you. Ok. So we move, and go to return the truck. Wow.. Here goes. The destination location says “no, we don’t do that, the other location would since they get the money from the customer who left it empty”. Ok so we return the truck. A week later we get a charge for $150 from a Uhaul 2 states away. To make a long story short, the next customer returned the truck without a contract, they couldn’t find that contract for the truck in the computer so they applied the charges to the last known contract, and of course a shitload of miles and time! Ok so what do we do. we call around and nobody seems to know. We manage to get ahold of the regional reseration center. They promise time and time again to have the boss call me back and time and time again they don’t. So I go into the regional center and ask to speak to this person but they were conveniently in a meeting. So I go find uhaul corporate’s number and find an exec to talk to. I believe several people were terminated as a result of this, I got my money back and even the refund for the gas. Because of vouchers they also gave me, they compensated me $20 in my favor overall, which I wouldn’t ordinarily let happen, but they really made me upset and wasted a ton of our time. The trick is to find someone useful really. 90% of the company is degenerate idiots with absolutely horrendous customer service skills.

  28. Jay Levitt Jan 28

    Well, it sounds like nothing changes. I’ve used professional movers for my last few moves, but I used U-Haul quite a few times in the early 1990s in Virginia. I ran into exactly the same problems: U-Haul “locations” that were abandoned gas stations, “reservations” that weren’t reserved, a call center that had no communications with the local franchises, poorly-maintained trucks, missing trucks, etc. I usually managed to work my way up the management complaint chain and get a truck located – by that time, for free – but it was always a pain. A few years ago, a friend moved, we used a Budget truck, and had no problem. Another time, we rented a Penske. Again, no problem. Anecdotal? Perhaps. But it’s clear that the new paint jobs U-Haul gives their trucks didn’t extend to their infrastructure.

  29. Aquaman Jan 28

    The Canadian investigative show W-Five, aired a story on U-Haul this weekend.
    You can read about it at:

    http://tinyurl.com/7pyam
    or
    http://www.ctv.ca/servlet/ArticleNews/story/CTVNews/20051021/wfive_uhaul_051021/20051022?hub=WFive

    If you have a highspeed connection to the internet, you can watch the W-Five
    episode in Media Player by clicking on the links below or copy/paste the links
    into Media Player by running Media Player and choosing File, Open URL.

    Part One
    http://tinyurl.com/7qdjx
    or
    mms://ctvbroadcast.ctv.ca/video/2005/10/20/ctvvideologger3_143kbps_2005_10_20_1129852691.wmv

    Part Two
    http://tinyurl.com/btbth
    or
    mms://ctvbroadcast.ctv.ca/video/2005/10/20/ctvvideologger3_143kbps_2005_10_20_1129853440.wmv

  30. jeraldaw@hotmail.com Jan 28

    U-HAUL SUCKS IN ARIZONA. I HAVE USED THEM BEFORE WITH OK RESULTS. THEY PUT IN A NEW STORE NEAR WHERE I LIVE. I STOPPED TO RESERVE A LARGE TRUCK FOR NEXT MONTH. (I NOTICED THERE LOT WAS ALWAYS FULL OF TRUCKS) NO BUSINESS?? I ASK TO PICK ONE UP ON FRIDAY AT 5 PM AND WOULD RETURN IT AT 5 PM ON SATURDAY. (24 HRS RIGHT ?) THEY TOLD ME I WOULD HAVE TO PAY FOR FRI. AND SAT.??? THEY SAID I COULD COME AT 9 AM SAT AND PICK UP A TRUCK AND HAVE IT BACK 5 PM.(8HRS) I POINTED TO THERE SIGN THAT SAID 24 HRS. THEIR REPLY WAS THEY ONLY RENT FOR 8 HRS FOR A DAY. WELL I DON’T KNOW ABOUT YOU BUT TO ME 24 MEANS 24. I AM AN OLD CRANK AND I TAKE NO SHIT FROM PEOPLE LIKE THAT. (I WAS TALKING TO THE OWNER) I POLITLY TOLD HIM TO KISS MY ASS. I EXPLANED TO OTHER CUSTOMERS THAT WERE THERE ABOUT THE OWNERS POLICY. I NOTICED THEY WALKED OUT AS I WAS DRIVING OUT. I GO PAST THE STORE EVERY DAY TWICE AND THE UHAUL LOT IS ALWAYS FULL OF TRUCKS. (NO BUSINESS?????)

  31. Daniel Jan 28

    Hi,
    I would have to agree that UHaul is about the worst example of customer service. I am currently fed up with the lack of assistance I have had with a storage unit. On a humorous note, two of my friends rented a truck last year and I helped them load it. It was during the winter months, and after we loaded the truck, we started it to let it warm up. About 10 min later, one of our friends noticed the truck engine was on fire. Luckily, we were able to throw enough snow into the engine compartment to put out the fire. When we called in to UHaul to report the incident and request help, they were going to charge us for a second vehicle and required us to unload the original one. After a large argument, they agreed to tow the burnt truck past my friends new apartment so that we could unload it before they towed it back to their shop. It was a moving nightmare!
    Go Budget!

  32. Mel Jan 28

    My mother was sexually assaulted in Texas while being stranded in the rain, driving a Uhaul one way truck rental. AFTER a U Haul referred mechanic told her there was nothing wrong with the truck and to ignore the engine light which never went off. Sure enough, the truck died again and my mom will never be the same again after being stranded and victimized. U Haul? I cringe at the name.

  33. karen Jan 28

    i used to work for uhaul and not only did they perform minimal to no matience but if a truck needed work it had to be sent out of state which cut into quotas and stress out management so they would rent the trucks that needed to be fixed out of state first to not have them be their problem hoping the return uhaul would be down a truck instead of them.
    also i spent years in court with them which after them firing many sets of attorneys for loosing they were mad at me because they not only fired me for being a female who had no business putting on a trailer hitch ( they said we belong in the office ) but tried to replace me with a man who i had beaten for the job who they paid better for being less qualified. if you ever want to know what uhaul thinks of women go to the federal court site in boston mass and look up romano vs uhaul and see just what awful human beings they are as well as bad business and dangerous practices.

  34. John Jan 28

    I just had a bad experience with a very uncooperative UHaul owner in Bozeman, MT. I would recommend that people do not assume that UHaul will do anything in the customer’s best interest. Based on the other comments here, it appears that the entire company is based on offering low advertised rates, but then tacking on inflated charges after the rental.

  35. Kristi Jan 28

    Can someone please start another truck rental that will actually be reliable!! This is the second move I have had, and once again huge problems with UHaul. Thank goodness last time I was able to flirt enough with one of the UHaul workers in VA to get a UHaul. After that horrible experience, I can’t believed I would use UHaul again, but I made the mistake, which will not happen again. I am still waiting for my UHaul, as I am supposed to be starting a new job 2 states away. I am a logistics engineer and can not imagine a company has to have this poor of service.

  36. Darrel Johnston Jan 28

    Here is the biggest single why your reservations can not be confirmed until 5:00PM the day prior…THE RENTER BEFORE YOU!
    Logisitics would not be a problem if you, the renter, returned your vehicle on:

    a) the time listed on your contract.
    b) the DATE listed on your contract.
    c) the LOCATION listed on your contract.

    If every renter followed the instructions listed on their contract (which bears their signatures as ‘responsible adults” in agreement with a little thing called Terms and Conditions) your reservation would be a slam-dunk!

    Maybe the real reason you’ve been inconvenienced lies with your neighbour?

    Food for thought.

  37. Adam Rosi-Kessel Jan 28

    Darrel: every other car/truck rental place I’ve ever dealt with guarantees a vehicle. It doesn’t make sense to me why U-Haul would have so much more trouble than its competition. Lots of industries have dealt with similar issues and found solutions that don’t inconvenience the consumer. For example, airlines know that a certin percentage of passengers will not show up for any given flight, and plan accordingly. If they overbook, they offer fairly generous compensation for taking the next flight–I’ve gotten as many as two free tickets or an upgrade to first class for volunteering to be “bounced.” Clearly U-Haul has enough data and operates at a large enough scale to know to a reasonable approximation how often vehicles will not be returned on time, yet they apparently do nothing with these data.

  38. Stan Johnson Jan 28

    I just commpleted a move from Boise, Id. to Port Orford,
    Or. If anything this was “a trip from Hell”. If anything could go wrong it did go wrong. After filling the 26 ft truck and securing my pickup on the trailer, I thought I should check the Oil and other flouids, but the thought,no the dealer should do that before he let it out for rent.
    Guess again, I decided as a precausion i would do it anyway.
    There was only a drop of oil on the dipstick, took 3 quarts to bring it up to correct level, no coolant in the overflow for the radiator, took 3/4 a gallon, no window washer fluid in it’s container. Three hundred and 75 miles into a trip of 645 miles the truck broke down. A rotor disc on the front brake broked into. I had to remove my pickup from the trailer, drive 12 miles where i could get cell phone coveragte, then called the 1-800 b break down number, this is where it just plain got bad. I explained to the person that I was a heart patient and I was stranded with their truck on a mountain pass. The person I spoke to was a complete sub-human idiot. After hours and many calls they finally decided to send out a tow truck. I was stuck on the mountain pass in the snow for 9 hours, and the tow truck was only apx 45 minutes away all the time. This people do not deserve to breath the same air as the rest of the human race. I cannot understand how a company can stay in existance a treat their customers the way they do. I spit at them everytime I drive by one of their establishments. There should be a class action lawsuit against them for false advertising. NEVER< NEVER rent form u-haul, even if you have to carry your belongings on your back. I hope I live long enough as to spit on your demise.

  39. john Jan 28

    uhaul suck and is not fair company to work for.
    and is not good to their customer. and raical. thank
    you.

  40. john Jan 28

    uhaul suck and is not fair company to work for.
    and is not good to their customer. and raical. thank
    you.

  41. Jason Jan 28

    Thanks for this page. I was considering renting a Uhaul but this and other forums has proven that it would be a waste of time and effort. When I called Uhaul everything on this site was verified. They have no real locations, cannot promise there will be a truck and The trucks I;ve seen are terrible. I helped a freind move in a Uhaul and the transmissin was gone n the truck. Thankfully it was a local move. I certainly wouldnt have taken that truck on a highway.

  42. robin Jan 28

    thank you, thank you, thank you for this blog. im about to move cross canada, one way and i was going to investigate uhaul to see if it was cheaper than budget. your blog was incredibly informative, i will definately not be uhauling it. keep up the good work. r. :)

  43. Joe Jan 28

    I have been complaining to U-haul about my own issues, and they put this disclaimer on the bottom of the e-mail they just sent to me.

    You are hereby on notice that this E-mail message is confidential and proprietary. THIS E-MAIL MESSAGE IS SPECIFICALLY INTENDED FOR USE BY THE RECIPIENT FOR WHICH IT IS ADDRESSED. AS THE DESIGNATED RECIPIENT OR UNINTENDED RECIPIENT, YOU ARE HEREBY PROHIBITED FROM ANY DISCUSSION, DISSEMINATION, DISPLAY, DISCLOSURE, REPRODUCTION OR COPYING OF THIS E-MAIL MESSAGE. ANY THIRD PARTY DISCLOSURE IS STRICTLY PROHIBITED.

    lol. They think they can “prohibit me” from forwarding the e-mail to my friends. What nonsense.

  44. Anonymous Jan 28

    To those defending U-haul and wondering why we are venting. Is because of the continued negligence of U-haul and companies like U-haul. I just had an experience with Budget and to be honest they practice the same antics as U-Haul. How does not a company know that a location is no longer… I am trying to drop off a truck that was on my contract and they were no longer. Then Budget did not even know. They kept telling us .. but its in the system. How can someone return a truck on time if what is on the contract is wrong. Then they want to do nothing to help. They take the money and run. Those of you defending companies like U-haul are doing so cause you know you get paid for doing nothing. While risking the safety and wasting the time of the consumer. If enough people sound off on these boards… then one day class action.

  45. Lynn Jan 28

    To those defending U-haul and wondering why we are venting. Is because of the continued negligence of U-haul and companies like U-haul. I just had an experience with Budget and to be honest they practice the same antics as U-Haul. How does not a company know that a location is no longer… I am trying to drop off a truck that was on my contract and they were no longer. Then Budget did not even know. They kept telling us .. but its in the system. How can someone return a truck on time if what is on the contract is wrong. Then they want to do nothing to help. They take the money and run. Those of you defending companies like U-haul are doing so cause you know you get paid for doing nothing. While risking the safety and wasting the time of the consumer. If enough people sound off on these boards… then one day class action.

  46. Mike Jan 28

    I like the U-Haul employees on here who are playing directly into the “band of assholes” model by mocking people who complain about them. Way to go, guys, that’ll really make your fifth-rate company look better.

  47. PAUL Jan 28

    I reserved a u-haul 6 weeks in advance, flew 1200 miles to S. Calif. and my truck was not there. u-haul informed me that dispite my reservation equipment was subject to avaliability and u-haul had “NO OBLIGATION” to bring in equipment. I had to rent a vehicle from thier competitor who charged me a $500.00 surcharge to bring the equipment in that day. I have spent the last 6 months trying to contact u-haul customer service. I have never receivied an apology or reply.

  48. Anuj Jan 28

    I reserved a truck from U-Haul a month ago for a move I was making from Chicago to Washington DC this past weekend. I was scheduled to pick the truck up on Friday. On Thursday morning, I got a call from U-Haul telling me that there weren’t going to be any trucks available until Monday at the earliest. Naturally I flipped out and explained that I had to be out of my place, that I had a new job to start, etc., and they were incredibly unhelpful. I later got a call back from a supervisor telling me that there might be a truck available at a location more than an hour away from me if I was willing to pick it up a day early (which I was unable to do). When I asked this “supervisor” if she could at least call the location to confirm that there was actually a truck there, I was put on hold for, I’m not kidding, 90 minutes before I hung up the phone. I tried calling a variety of other U-Haul numbers I found online, but couldn’t get past the automated system. I never got a call back from U-Haul, and as far as they know, I’m still stranded without a truck. Glad to know they care about their customers.

    I ended up calling Budget on thursday, and they were able to get me a relatively new (less than 10K miles) truck on a day’s notice. Budget was $300 more expensive, but I suppose I was paying a premium to them for actually HAVING A TRUCK.

    All in all, I’d just like to say, f*ck U-Haul.

  49. mike Jan 28

    THE SELF STORAGE COMPANY I WAS EMPLOYED BY WAS PURCHASED BY U-STORE-IT,IMMEDIATLY, A U-HAUL DISTRIBUTORSHIP WAS BROUGHT IN THE TRUCK THAT WAS SUPPLIED FROM U-HAUL KEPT STALLING HAD NUMEROUS DAMAGE TO THE BODY,BRAKES WERE TOUCHY,PEOPLE WHO WANTED TO RENT THE TRUCK WOULD LOOK AT IT,TRY TO START IT,THEN DECIDE NOT TO. CONVERSATIONS WITH THE HOME OFFICE CONTACT FOR U-STORE-IT AND THE AREA FIELD REP FOR U-HAUL FELL ON DEAF EARS.I WAS TOLD BY BOTH I WAS REQUIRED TO RENT THAT TRUCK OUT AT LEAST FOUR TIMES A WEEK.MY QUESTIO TO THEM WAS HOW WAS I GOING TO RENT A TRUCK OUT THAT WAS NOT RELIABLE.I REALIZED WITH WITH THIS AND ALL THE OTHER CHANGES THAT WERE HAPPENING NEITHER U-HAUL OR U-STORE IT CARED ABOUT CUSTOMER SERVICE OR INTEGRITY,I HAVE SINCE LEFT U-STORE-ITS EMPLOYMENT BECAUSE OF MY INABILITY TO DEAL WITH THESE TYPE OF PRACTICES,I HAVE SPOKE TO A COUPLE OF MY FOMER TENANTS,AND HAVE HEARD THE HORRER STOYS,MY ADVICE ABVIOUSLY THE COMPANYS ARE ONLY INTERESTED IN GETTING YOUR MONEY DO BUSINESS WITH ANOTHER COMPANY.GOOD DAY!!

  50. Mike Jan 28

    I rented a truck one-way, and also purchased five large garment boxes. I had three unused boxes leftover, which I returned to the same store and same clerk that I purchased them from a few days earlier. He remembered me.
    But I did not have a receipt.
    The clerk told me tough luck— no receipt, no refund.
    I sent an email to the U-Haul website and they told me I can request another receipt. But what they did not tell me was that at the very end of answering all their questions, they want to charge you $10 for a “Research Fee”, as if this were 1922 and everything is done with carbon paper. They want me to pay them $10 so that I can get a $36 refund on boxes I already returned— that they are going to sell again.
    I did not need a refund so bad that I would agree to their “policy”. Instead, I write this posting to inform all others that U-Haul has NO CLUE about customer service.
    Mike Brinda

  51. Jim Jan 28

    I have just finished with u-haul, I have tried for two weeks to reserve a car hauler. The first time I was called the night before that I would have to promise to have the trailer back by 1pm that same day that I picked it up when I made my reservation I explained I needed it for the day and it would be back by 5pm well the person who called told me I was not being very helpful and changing what I could do then cancelled my reservation, now I am hosed I had people waitng to do what was needed but U-haul obviously could not give a shit. Now today earlier this week I make reservations through my local facility and explain that this will be a one way and I need it at 7am (there opening) I get a call telling me I can pick up the trailer 50 miles away at 11am, I explained that this would not work and I needed as I had made and paid for the reservation too this they said the trailer is already rented out and it will be back by 11am do you still need it? I said I had had it wanted my reservation cancelled and credited back to my account, now I will have to watch my account for the next couple of months just to see if they follow through. Lord help you if you ask to speak to management or anyone in a position to do something, now I know why my brother quit u-haul years ago there is no such thing as service to the customer. This has been one of several attempts at working to get a trqailer from u-haul.

  52. etc Jan 28

    I am in a lawsuit involving U-haul in which they rented a faulty truck that stopped twice. On the second failure a mechanic came out and worked on the vehicle saying it was good to go. Two hours later, a “pop” occurred, and within 1/2 a mile (looking for safe shoulder to stop at) a fire broke out near the gas tank and destroyed all of the belongings.

    I am looking for any similar incidents near colorado and any documents detailing U-hauls faulty mechanics and maintenance program. Please email at: uhaulsuit@hotmail.com

  53. Anonymous Jan 28

    I have read many complaints about Uhaul and have complaints myself. Overall, I have had good experiences from renting from Uhaul, but I have had major issues regarding their storage dealers. It seems that most Uhaul managers (including the regional managers) don’t understand the policy of the free 30 days storage with a 1-way rental. I have had dealers tell me that you can only get 1 free 30 days in a year (it doesn’t matter how many 1-ways you have rented in that year). I have been told that it would be abusing Uhaul to allow the customer 90 days free–if the customer had 3 1-way rentals. Some believe that the free storage is based on the size of trailer or truck that you rent. Some say that you only get a 5×5 free–it doesn’t matter what size vehicle you rent. I had a dealer refuse to honor my free 30-day coupon because I was told they are useless–they don’t mean anything. I have been told by a dealer that since they had only 1 storage unit available, they couldn’t let me have it because they weren’t allowed to let their last remaining unit go for a free 30-day offer. When I call corporate, they are surprised at the responses I get and they inform me what the real rules are…but it does no good because the dealers just shrug their shoulders (regarding what customer service told me) and continue to spout what they believe. I am no longer surprised at the varied lack of knowledge from the Uhaul dealers regarding the free 30-day storage rental, but how can they get away with all of this? It’s like each dealer has their own courtroom and their word is final…you feel like you are being bullied and there’s nothing you can about it. If there is a problem with storage, corporate won’t help…I have been told that it’s up to the regional manager to resolve storage issues. If you don’t like the regional manager’s decision, then there is nothing else that can be done. I don’t want to just complain, I want to do something about the injustice and fraudulant activites of Uhaul. As countless people have said, if individuals boycot Uhaul, Uhaul won’t know it–they probably just laugh about such notions (like the employees who read customer’s complaints and use them for laughing material). Besides, Uhaul has a monopoly on trailer rentals–I have never been able to find a competitor that rents trailers. So, for me the boycot idea wouldn’t work because when I move–generally I need a trailer, not a truck & Uhaul holds the key. I can’t find anything on the web about where to write or who to contact–where someone will take action against Uhaul’s false advertising and harrassment. It all seems so hopeless, it causes me to be depressed. I’m tired of being bullied by Uhaul personnel and I want to do something about it…but it doesn’t seem like anything can be done to cause reform within the giant.

  54. Heather Mar 23

    Please do not ever ever ever rent from UHaul. They won’t open on time, give you a decent truck, or even be nice to you when you try to call and get the company to rectify their terrible business practices. Seriously, the “manager” of the location that screwed up our move actually hung up on my husband while claiming that he was terminating the phone call.

  55. John Apr 12

    I used to work at a U-Haul and I have to say it was one of the worst jobs I have ever had. I had an accident at work one day and (sometime in August of 2006) and I have yet to get the money to cover the cost of going to the hospital. On top of that, I was “politely” asked to resign and never come back. They are truly the spawn of satan and I will never do business with them ever again.

  56. Lisa Apr 12

    I called Uhaul for a reservation last year, to move to another State-one way trip. The customer service rep was so rude I refused to rent a truck from them. I didn’t even bother renting the truck.
    I went to Budget instead and was very happy, got a brand new truck.

  57. Stephanie Apr 18

    I agree.. My sister-in-law made a reservation for us to move from Arizona to Utah. They sent our reservation to the first city, that never has that size of truck available, so without telling us, they moved it to another city 30 miles out of our way, which they overbooked and so didn’t have the truck. I decided to call the regional office, where they explained that they had sent my “reservation” to the city 30 miles away.. and… whoops.. it looks like that truck is already taken. So they moved me 45 miles from THERE! Sheesh.. Then, they told me.. They don’t have the truck either, but we’ll upgrade you for free.. I didn’t want a larger truck, with less gas mileage, and bigger truck to deal with.. Still haven’t gotten this figured out. Uhaul is a nightmare!!! STAY AWAY AT ALL COSTS!! :) This move is going to cost me around $950 to move my belongings 600 miles. This includes gas.. Don’t even get me started on gas prices.

  58. Ron Apr 24

    I made a reservation for a trailer two weeks in advance. I was not contacted by 5pm the day before as advertised when I made the reservation. I called the 800 number and Latisha blew me off, put me on hold, and never returned before I got tired of waiting after 20 minutes and hung up. Later that evening my cell phone is beeping with a text message confirming the rental and the pickup location. When I arrive at the pickup location at the prescribed time, neither of the two trailers that are there are rentable. The pigtails are not connected to the lighting harness and the individual manning the store does not know how to hook them up. Not to mention that the turn signal is duck taped on to the back of one of the units. I go through the trial and error of getting the lights to work and then ask if the brake fluid has been checked on the unit. Of course, the not-so-sharp attendant has no idea. And the caps on the brake fluid containers on both trailers, that are only suppossed to be hand tightened, cannot be taken off, even with a wrench. Who knows how long it has been since the fluid has been checked, and if any of the brakes work at all. A trailer is then returned that the light pigtails are hooked up correctly and the brakes work. The only problem is one of the tires has NO tread. By this time I have been at the U-Haul place for an hour and a half, so I take the trailer. A little over 100 miles out, the tire blows and shreds tearing away the lighting harness under the wheel well. It takes almost two hours to get someone their to fix the tire. The call center is useless. They cannot figure out what 1/2 mile east of mile marker 26 on eastbound I-10 means. They don’t come with a tire mounted on a rim, but with manual tire tools and an air compressor. Lubricant is sprayed all over the highway as the tire man battles with the tire to get it off. The new tire is about 2 inches shorter than the one being replaced. Then we are greeted with, “I hope this will get you there.” When I called the store manager where I rented the trailer, he basically told me tough luck because he did not give a shit either.

    Every aspect of this U-Haul experience was bad. No one that I ran into seemed to care about the customer. I have rented two Penske trucks in the past year and have found that experience very satisfactory. Penske seems to service their equipment where U-Haul seems to wait until it breaks. Then they do not care how much their customers are put out. I for one will NEVER do business with U-Haul again. I would hope that the State and Federal Departments of Transportation would start pulling over these vehicles and give them a good safety inspection. My guess is that very few would pass.

    I will dispute the charge from U-Haul through my credit card company. Unlike U-Haul, they seem to care about my business and will reverse the charge during the dispute process.

    Let’s hope that one of the other rental carriers will come into the trailer market and knock U-Haul out of the game. I for one will be rooting for that day to come.

  59. Brady May 9

    Rented (local) 10 ft truck. Used for 9 miles. Charged $48.50 for 4.5 gallons of gas. Evidently those 10 ft trucks are real gas guzzlers. One month later, still no credit.

  60. Everclear May 18

    It is sad to see that these things still happen. I put in 15 years with this company. I have to confirm everything I read on this blog. Right down to the good employee attitudes shown here. I started at the bottom and worked my way to the top. It was quite an education. Uhaul gives ordinary people extraordinary opportunities. They keep the carrot stick just enough in front of you to keep going for it. When you get high enough up the ladder you think gee,”look at what I accomplished with little or no education, I am making great $$$” but in reality it is nothing compared to the $$$$ you can make in another similar position with a first rate organization handling the same amount of pressure and responsibility. Uahul has an internal culture, some would use the term brain washing, that is pervasive throughout the organization. You are either with them or your an outsider.

    I can tell you first hand that I watched many fine individuals get shafted by this organization. Some of them have never been able to recover. Uhaul literally ruined their life by suing them in meaningless lawsuits where they would have to spend all their savings defending themselves just to watch the lawsuits get dropped when they filed bankruptcy. Others this is the only lively hood they ever new.

    As far as self storage goes it is an after thought for them. Most of their employees do not understand self storage at all. They fill this product up just by the sheer volume of moves that they service with their trucks and trailer business. You can travel the country and visit some of their older facilities, literally infested with rodents, pigeons, bugs, dirt, grime, walls and ceilings falling away, leaks, you name it. Their new product is cutting edge but the people that are renting it do not understand the business.

    As far as trucks go, maintenance was always a nightmare. Uhaul was rebuilding their own major components at one time (engines, transmissions, etc.) I actually toured facilities where the “specialist” explained the processes and was blown away by what I had seen. Parts that should be machined not being, trying to use sealants instead of where gaskets should be used, etc. Needless to say there were many of times trucks would come out of the shop and a major component like a transmission would have a zero mile failure on it. Of course a truck could not be down for more than three weeks or the top brass would call or visit to kick your ass, threaten your job and wonder about your loyalty. I wonder if they still rebuild the major components? Must be by the sounds of it.

    As far as overbooking goes that has to be the number one frustration for the customer and frontline employees. These poor souls. Employees have to face screaming mad customers with nothing to offer but an empty lot. No support from Uhaul international or their local marketing company. They take tons of abuse. There is a lot of turn over on the uhaul center level and yes they are not treated very well by the organization. Most center managers were working 60 plus hours a week. The hard core culture trained 10 plus year veterans were numb to everything. It was and it sounds like it still is the culture to say yes to confirming truck and trailer rentals no matter the inventory situation. I remember times in a traffic office I was visiting with a number one top of the top brass (founding family member) knowing there would be no equipment for days just watching the rental confirmations coming in. They sure kept sending especially since they new which company we were at. He just smiled and said,”look at all the customers we are serving!”

    Cash flow, folks, cash flow. The amount of money taken in on confirmation deposits are enormous. Not to mention the ones that never get refunded, that is called pure profit. Yes there is some truth about local bookings or one-way customers keeping a piece of equipment longer than they should and compromising the next confirmed pick up but do not be fooled by this philosophy overbooking is definetly the main culprit.

    Yes the sad truth is there is also a lot of unsafe equipment on the road. Once I realized that this was the organization I worked for after waking up from a 15 year sleep. I left the company on superb terms, was never terminated, still talk to the folks at the top of the top occasionally and have ventured into business for myself, living happily ever after on my island and everything is so EVERCLEAR!!!!!!!!!!!!!!!

  61. jenny May 19

    I rented a truck to pick up some equipment they took 100.00 of my money then they needed to take 100.00 in fees fro a deposit i was to have it back by 7:45 that evening i did the door would not close i had to remove the items in the truck and had to move it another day now this gets tricky i was there with my mother and we did not yell but she told me she was taking out double my fees i told her no i called i called the police i will have to handle this in civil court but the waste of time she would not let me talk to her i should have kept the keys i did not i am more pissed then they know i called the bank cancelled the card called the charge card put a stop to that and will not pay them more they took 100.00 for a 65.00 fare this is robbing some one and dealing with a person by the name of Robert Worley wrong they were not in the manager was out the manager of the stor made the threat i will get a lawsuit against them Never rent from them they will cheat yo.
    Jenny Sheehan

  62. Thaddeus Jun 11

    Anyone who says that the people who are complaining about U HAUL need to get a life, don’t know what they are talking about. I rented a 26′ truck and when I picked it up, they were working on it. The mechanic literally said “I feel sorry for the poor sucker driving this truck”. I thought he was just joking. We made a detour thru town to eat and then headed out. The power steering and power brake pump belt broke about 20 miles before the top of the mountain pass. If we had not made the detour for lunch, the belt would have broken on the way DOWN the pass, a two lane winding road. A crash would have been unavoidable. It turns out the pully on the pump was bent. The mechanic was working on the pump when we picked it up, and me, not even a novice mechanic, noticed it when the hood was up. This was pure and simple negligence, nothing else!

  63. Lessons Jun 30

    As being a employee of Uhaul,I must say,things that have happened are mistakes.I just dont understand how someone could put there life into one company.U-Haul is a company that is ran by HUMANS and they are not perfect.I hope you people will be able to get over these thing and live your life.Things happen for a reason,take this as a lesson learned.

  64. Jeff Jul 11

    I just wanted to thank everyone for this blog. I will be moving from WA to AZ and will definitely not be renting a U-SUCK. I will be getting a Penske, its cheaper anyways for a bigger truck. Thanks everyone.

  65. Suzanne Aug 10

    I have rented from u-suck on 2 occasions 5 years apart and on both occasions we ended up on the side of the road. The second time i spent almost two hours of cell phone time trying to get some help – finally I just added oil and drove on hoping I would blow the whole engine up. The lesson learned is don’t rent from uhaul or you will be sitting on the side of the road watching ryder and penske drive right by you.

  66. Omnivore2u Aug 16

    Everclear has hit the bullseye!

    I was an employee for well over a decade with U-Haul. The simple fact is that you cannot expect to get superior service with what minimal salary U-Haul pays its front line people. Managers are expected to meet or exceed their budgets with a payroll that doesn’t meet the standards of a fastfood joint for their employees. Managers are paid decently, but employees are paid peanuts. You are in a constant state of training and maintaining a revolving door of employees. As soon as one is trained well, another will leave for a better, less stressful job that pays better.

    Just to give you a little bit of background on myself as an employee of U-Haul…

    I was a General Manager, Area Feild Manager and a Senior Manager.

    The main reason I left the company was that I was tired of be “motivated by intimidation.” Meaning, “do your job better, or get fired.” Or, better yet, “do your job better or I’ll fire all of your people and you’ll have to work here alone.” I was told this consistantly and had the highest net-profit out of the company for many years running. Managers are constantly overwhelmed, overworked and underpaid.

    Everclear had it right when he said;

    “It is sad to see that these things still happen. I put in 15 years with this company. I have to confirm everything I read on this blog. Right down to the good employee attitudes shown here. I started at the bottom and worked my way to the top. It was quite an education. Uhaul gives ordinary people extraordinary opportunities. They keep the carrot stick just enough in front of you to keep going for it. When you get high enough up the ladder you think gee,”look at what I accomplished with little or no education, I am making great $$$” but in reality it is nothing compared to the $$$$ you can make in another similar position with a first rate organization handling the same amount of pressure and responsibility. Uhaul has an internal culture, some would use the term brain washing, that is pervasive throughout the organization. You are either with them or your an outsider.”

    Like Everclear, I also had to wake-up from a 15 year sleep.

    If you want a good peice of equipment and must get it from U-Haul because they ar ethe only game in town, this is how you do it.

    First, find out who is the “Marketing Company President” for your area.

    Next, Call up your local U-Haul Center, talk to the Center Manager only and drop the Marketing Company Presidents (MCP) name a couple of times saying that he, the MCP, was going to give you a great deal.

    Next, call-back daily or every other day to ensure that everything is good to go and drop the MCP’s name on every call. Become a nag.

    Day of pick-up, call again and ask if the MCP is around. If not, act disappointed like he was supposed to meet you there. If he is, do a meet and great. The MCP won’t know you from adam and will be glad to get your business.

    Lastly, after you pick-up the equipment, express sympathy to the Manager who has to work were he is, if you so deisre.

  67. Got Scammed Aug 30

    Rented a van. Lousy service, but I didnt expect much. I drove 74 miles and when I went to refill the tank it took 35.00. That’s about 2 mpg!!!! About 50C per mile just for gas!!!!! I tried to plead my case but they had brain dead people in there….I DUNNNNO…. I said “dont you people understand math “…. DuH Sir….. I will never, ever rent from uhaul Lynn again. EVER!!!!

  68. don’t embarass yourselves, uhaul employees Aug 31

    It’s so obvious when U-Haul employees pop in here with their poor grammar and crappy spelling, just to splutter excuses and insults. The last time they screwed me (the ol’ “reservation” trick) I was venting and heard a great story from a cop. Turns out they drove some poor guy so crazy (his stuff was on the street already, and this was in nyc) he came back with a gun and took everyone hostage. U-Haul called the cops and they talked the guy down, cuffed him, and put him in the car…only to drive up the block to [competitor]. The cops begged the manager to rent the gun owner a truck, and he did, so they let him go. NYC cops don’t mess around…even they know U-Haul is some crazy nonsense.

  69. jayson Sep 13

    we were moving our grandmother from edmonton to kelowna. she had went in to the u-hual on the west end, got a contract reserving a 26′ truck for 4 days, put her cc down to hold it. she was supposed to pick it up on a monday, 22 days after making the reservation, have the professional movers meet her at her house and load up the truck. i was to fly in on wednesday morning get in the truck and drive grandma and all her stuff back to kelowna where her new life awaited. three days before the pick-up date they called and advised her that they didn’t have a truck in the lot at that time. she called the next few days asking if they had a truck yet, they replied no. she took a drive by and saw that there were at least three 26′ trucks in the lot.
    the day before pick-up, as per policy, they told her that they would call at 7pm and let her know one way or the other; no call back. the day of the pick-up grandma called the store and they had nothing.
    Cost – a last minute hiring of a moving company: $2000 extra, needing to find another way back to kelowna: $200, storage in kelowna: $100, another moving company in town to bring it to the new place: $220, the extra cost of getting the new owners to clean the old house cause we were left with no time to do it: their lawyers haven’t got a hold of us yet, listening to other horror stories and knowing that we dodged a bullet by not driving in one of those death traps: priceless.
    grandma is missing stuff, and the stress were just to much and still is a pain in the ass cause i keep trying to contact someone. we were told by the people that did move us that U-haul gets sued all the time for this. does anyone have any insight to this? i was told to write a letter to the owners of that location and ask for compensation before going through civil court. anyone out there help us?
    kafka98@hotmail.com

  70. kk Sep 17

    I guess now you know why they call it screw-all NOT U-Haul

  71. dave Sep 27

    I rented a trailer in Peterborough Ontario. There were no freakin lights working but one brake light. The guy who rented it to me said at least you have a break light, you’ll be alright. I really had no choice at the time and it was getting dark. Anyway long story short, I ditched the piece of crap on the side of an old gravel road and took one giant SHIT on the tongue of the HEAP!! They are truely heaps of shit that they rent out and I don’t even feel safe following one. If you rent from U-haul you are an absolute IDIOT!!!!!!

  72. ken Sep 27

    fuck uhaul!

  73. ben Sep 27

    I wouldn’t let my x rent from uhaul. And i want to kill her

  74. peggy Sep 27

    i like uhaul. i like to live dangerously!!!

  75. trademark registration Dec 11

    I’ve used them once before, and no complaints here.

  76. Alan Dec 22

    Email I sent to U-Hauls customer service deparment. I don’t expect them to respond…

    My experience from Uhaul has been horrible. I made a reservation last night for a truck to use today. First off, I’ve never been treated so badly as a customer, secondly the u-haul employees did not have any sense of professionalism and thirdly, Uhaul has made an unauthorized charge to my account of $75.00. I was assured that my card would not be charged and it was just a “hold” on my account. I don’t believe it is constituted as a “hold” if the funds are actually debited from my account (I will be filing a police report.)
    I picked up the truck this morning and drove 57 miles round trip which should have come to about $60.00. I then stopped and filled the gas tank to half a tank, which cost me $30. I come back to the U-haul center (On time to drop it off ) and was told that I drove it 130 miles and that I owe $178.00. Surprised, I immediatley told them that was impossible and that I only drove it 57 miles. They told me that this was the case because of the miliage.
    Being oblivious to renting with U-haul, no one bothered to explain the terms or procedures of renting one of U-Hauls fine vehicles and being aware of how customer service works, no one obviously possessed any here.
    After finally convincing them that this was the case, and that it made absolutely no sense for me to drive 130 miles in one day, move and drive it all the way back instead of going “one way,” decided to let me pay what I really owed. Was is generosity, or maybe a mistake they attempted to hide? Who knows, but there is certainly one thing for sure and that there is no way that I will ever use U-Haul again; I will be sure to recommend to everyone I know not to ever use U-Haul due to it’s unprofessionalism, it’s so-called low prices and un-authorized charges. There is just one last thing I would like to mention, to top the cake, I could not be more pleased with a U-haul employee when he commented that I should tip him so he could buy a hamburger. Apparently, as I was paying what I actually owed, he somehow expected that I owed him something due to the fact that they were unsuccessful in over-charging me. So in conclusion, I hope the good people at U-haul can understand my reasoning in determining my discontinued business with them…. if they even notice.

  77. Morpheus Dec 23

    I have had quite a number of experiences with UHaul – some okay, and others a complete nightmare. I did have one of their trucks break down on me once – and I was stranded in Maine as a result (I live in Boston). Also, another time I rented one of their trucks and about a week later they charged $50 (or thereabouts) to my credit card. When I called to inquire, they said that I had broken the seal on the ‘two-wheeler/dolly’, which meant I used it, which meant I had to pay the fee for using it. The truth is that I never touched the two-wheeler and they were just straight lying and holding me up for another $50.

    Recently, I have had some positive experiences dealing with the UHaul folks on the Lynnway in Lynn Ma. I am not saying that the experience was completely hassle free – but the manager and employees are pretty nice and it is very clear that they work extremely hard.

    One thing that I would add as a rebuttal to the Uhaul apologists on this page: yes, it is true that the company is run by human beings, and that we should all be sensitive and blah blah blah….but this is a for-profit enterprise that is supposed to offer a service to customers. It is never okay for them to commit fraud against customers. It is never okay for them to knowingly endanger the customers or their belongings. It is never okay to mistreat, abuse, or lie to customers. NEVER.

    The frontline employees and managers may not be to blame – but clearly the company executives are aware of this culture and are continuing to perpetuate these problems.

    And on a final note: about six months or so after they screwed me out of the $50, I saw on the news that UHaul had paid out on a class action suit because they were knowingly charging customers unwarranted fees.

  78. Morpheus Dec 23

    Just found this site online. Not sure if it is helpful to anyone.

    http://www.dontuseuhaul.com/filing.html

  79. Jeanne Zerga Jan 17

    We rented a U Haul in the middle of December – calibers bad on truck
    three employees from U Haul and an engineer hired by U Haul admitted that
    two calibers were bad – Everything in the truck is damaged – my husband was
    injured when he hit an overhead bridge and today one month later U Haul’s insurnace called to say they check the ACM Electic Data Recorder? and found
    that the brakes were not applied prior to impact????
    This is riducales and now they are holding us responsible for the damages???
    What can we do Help?

  80. Brian Jan 19

    Thankfully, I did a search and found all of the complaints and dangerous/deceptive practices of U Haul. It looks like Penske will be getting my business. Sorry to hear about all of the horror stories but your posts are much appreciated. At least you are informing the public….

    THANK YOU,,,,

  81. Wayne Jan 26

    My wife worked for U-Haul in Edmonton Canada. There is not much difference in what I am reading here, the company sucks here as well. Anyway, just before Christmas last year 2007 the office was experiencing some phone line problems. My wife and her co-worker tried everything to fix them, but the problem was in the service, not the phones. The boss had tried to get through, and when he finally did everyone, including the customers, could hear him swearing on the phone at my wife, and calling her names. My wife will not put up with garbage, he did not even ask what the problem could be, and that the problem was not the employees fault. She politely told her boss to be quiet, and that she did not have to take the abuse from him or anyone. Shw then hung up the phone and when back to serve customers.

    Two days later Dec. 20th, 2007 he walked up to her and aked if there was a problem in a very stark manner. She said there was no problem. He kept bothering her as if to try and get some reaction. She finally told him the phone problem was a service and not caused by her, and that she wanted an apology. He responded by firing her right there.

    I read in an article that you don’t or would not want to ever work for someone like that anyway because it will never get any better, and that this person is a control freak.

    Thanks
    Wayne Dober

  82. former employee Feb 20

    I am a former employee from cincinnati. I quit after 5 years with the comopany due to the marketing company president’s way of treating customer’s and employees. He tells employees they Have to take a reservation even if there is no trucks around. He will send customers for a local move at 79cents a mile they have to go 45 miles to get a truck. He emails employees everday threating their job if they don’t do this, but yet he will not talk to customer’s when they complain. He has fired employees who have been with the company for years just because he doesn’t like them.

  83. unhappy customer Feb 28

    Uhaul sucks. i made a reservation and thought everything was ready for my big move day. when the day came, i was told i had to go somewhere else to pick up the truck. the area was opposite to the direction i wanted to go and it was in a shady part of town. i thought i was going to see a nice big uhaul center, but to my surprise it was a small gas station that had a couple of beat up looking trucks parked to the side. not only that, but because they changed my drop off location, i had to deal with a different set of working hours since the drop off/closing time of the new drop-off location were different from my first pick. like others have said, making reservations is useless. i think one would be better off if one just showed up to a rental place. anyway, that was the only time and last time i try uhaul.

  84. gifts Mar 5

    I’ve worked in customer service for over 8 years, and I have to say that it sounds to me that this company are seriously in desperate need of an actual service department. I’ve worked in similar companies, where the processes and escalation methods were DESIGNED to fail. It’s as if they said, “Well, only 10% of those who have bad service might seriously complain, the rest of the public will do nothing about it” and they’ll rather just then live with the consequences, so that they don’t have to put in extra money or effort into their services. To have an employee of this company come on this blog and say they laugh at petty complains is a clear sign that this company is seriously in trouble… I don’t give them a year before things go majorly wrong. And where’s management in all this? Probably on vacation.

  85. STACIA Jul 15

    WE RENTEDA U-HAUL TRUCK IN GLENDALE AZ TO MOVE MY MOM TO CA. THE FIRST ISSUE WE HAD WAS THAT SHE HAD TO GO TO 2 U-HAUL STORES BEFORE SHE COULD GET HER TRUCK. THE OTHER ISSUE WAS ONCE WE ARRIVED TO THE DESIGNATION WE FOUND OUT THE CARGO CAB HAD A FAULTY LIGHT WHICH CAUSED A FIRE INSIDE THE CARGO AREA DESTROYING ALL MY MOM’S LIFE LONG POSSESSIONS. TO BE CONTINUED…..

  86. Amelia Oct 13

    Wow–after reading all of these comments, I am blown away by the number of people who have been put in very dangerous situations because of Uhaul’s awful safety record. Many folks have cited some good resources for Uhaul information on the web, but another really great one is

    http://www.uhaulsafetyalert.org

    The site has information that every consumer should know before renting with Uhaul–if you have had a dangerous experience renting Uhaul, I urge you to go to the site and post your own story. With your help, we can really get the word out to others and empower consumers to keep themselves and their loved ones safe!

  87. StephenB Oct 15

    I needed a rental for Saturday only and pre-reserved online at U-Haul’s site with a $5 reservation fee they charged me. When I arrived at the
    dealer, there was no reservation, as they told me they receive all of
    those by FAX and their fax machine has been out of order, so out of luck for us!#!??

  88. Sean Nov 30

    I can tell you u-haul employees and the company and any of you fucking dumbass people on here that U-Haul sux big ass and so do you that defend them. It’s not the prior renter’s fault IT’s THE GODDAMNED COMPANY. This is the reason our government is having to bail out so many companies THE STUPID ASS EMPLOYEES don’t care nor does the management or anyone else. They fucking suck and that’s the bottom line! And so does your mother if you side with U-HAUL! They just suck and that’s all there is to it. I would rather use my time insulting you idiots on their side and u-haul itself than post a repeat of the same troubles I had with this sorry exuse for a business! Thank you and Goodnight!

  89. scott Dec 31

    So i finally got moved to Abilene before Christmas, I ended up using uhaulsucks to do the move. I made a reservation online for the truck and picked up from some back alley franchise place less than 3 miles from the uhaulsucks service center in West Arlington (this should have been the first sign) the employee told me that if i returned the truck early and under the allotted amount of miles I would recieve a partial refund for doing so….

    So I think to myself I can do a move from 2nd story apartment drive 200 miles in 4 hours and move into a 2nd story apartment in less that 24 hours and get the truck turned back in the following day and get a partial refund.

    It was nice that day prolly about 65 degrees outside @ 10 am so i get started and get everything loaded up and i am on the road by 3 pm. I get to Ranger, Texas which is about the 1/2 way mark to Abilene and realize that a cold front has blown in and it is cold prolly 30 degrees with the wind chill and all i have on is a windbreaker, polo shirt and a pair of river shorts and all of my clothes are inside the uhaul at the front of the truck.

    I make it to my new place around 730 pm and try to find the cowboys-ravens game on tv but i am screwed because its on the nfl network. I start unloading and it is really getting cold outside. I think about saying forget the early return on the truck and just crashing out on the sofa and starting early in the morning but decide not to because i can get a partial refund and the sooner i get unpacked the faster I can get to my warm clothes boxed up in the front of the cab of the uhaul.

    So I unloaded the truck til 4 am in shorts and polo shirt— the low temp that night in Abilene was 20-something, the wind chill was ungodly I get up the next morning gas the truck up and get it turned in 18 minutes before the 24 hour mark on the contract and i am pretty amazed that I pulled it off all in less than 24 hours. So i ask the guy @ the drop off what the refund to my card would be and he just kind of laughed and said “they told you that? ‘ and he goes on to tell me that they tell people that all of the time and proceeds to tell me that there is no refunds for turning a truck in early and under mileage. Uhaul wll charge you for going over the mileage and keeping the truck out past the due date, but they give you no credit for returning it early. He tells me to call customer service and raise hell and they will partially compensate me for my troubles….

    Uhaul customer service was a joke, I filed a claim and was told someone would contact me within 48 hours and they actually did (first time uhaul kept their word) 2 days later as i am laid up on the couch sucking down bottles of nyquil and eating benadryl like thay were m&m’s because of the cold i picked up from working through the night. I get the call the rep offered me 30 dollars in uhaul bucks for my next rental and didnt even apologize….I was so pissed that they thought they were gonna buy me off with 30 dollars in uhaul bucks as if I was ever going to use them again. Since i wasnt satisfied with the offer someone from Management would call me back in 48 hours. I guess they have so many complaints it takes them 2 days to resolve an issue. No one ever called me back, i waited 7 days and fired off another email to customer support, got a call back this morning from some ass in fort worth who was insistant that no one promised me a refund for turning the truck in early, he claims that the owner was at Streamline Auto that morning that i picked up the truck ( which he wasnt, if he was he must have been under the desk) and that the owner never promised me a partial refund for turning the truck in early..

    bottomline……uhaul sucks…..i screwed up by not callin Penske Truck Rental, their rate for a 24 hour one way 1000 usable miles 157 dollars, 100 less than i paid. UHAULSUCKS.

  90. General knowlege Jan 18

    1. Do not confuse a UHAUL (CENTER) with a UHAUL (Dealership)

    Both are totally different.

    1. A Center is and should be for the most part a direct reflection of the UHAUL corporation, at least much more so than the many (UHAUL Dealerships)and there are many, which are totally different!

    The main problem with UHAUL, the reason why there are many customer complaints are due to the various independents (usually with a limited amount of equipment) called (dealerships) such as the many gas stations or the (Mom and Pop shops) and other small businesses.

    Speaking from personal experience I can honestly tell you that most of the complaints that I have heard or witnessed are due to discrepancy’s with the UHAUL dealerships.

    That means that UHAUL EQUIPMENT is (RENTED) AND DISPATCHED BY (OTHERS) many who are not properly trained and for the THE MOST PART dispatch equipment that has not been properly inspected or maintained.

    I will however say that the general availability and convenience is by far better than any other moving company, the great thing about Uhaul is that they will beat any competitor.

    The reason why they are still in business and growing is due to the fact that they are cheap and they appeal to the general public.

    Compare prices Uhaul will beat any competition.

    Its best to deal directly with a center trust me.

    Make sure to purchase safe move/safe tow, peace of mind trust me….

  91. Pat Feb 2

    Uhaul has the worst trucks in the business. The last time I rented with them the truck would not go into drive. I would have to shift between park and drive at least 2 to 3 times until it would finally go forward. The passenger cabin also smelled like gas fumes and exhaust and I had to roll the window down for fresh air! I was lucky that the truck made it back to the dealer!! I will never rent from them again!

  92. Uhaul CEO May 20

    To “hey there”‘s response on Jan 28: the word is spelled pity not petty, congratulations on proving “Dan”‘s Jan 28 statement “U-Haul employees are undereducated and are easily brainwashed”

  93. keep laughing Jun 22

    Good catch… the dim-witted employee who felt the blog was dim-witted also confused “our” with “are”, doh! (maybe they should have our pity???)

    Those who are defending UHaul here obviously haven’t had the same experience others’ have had (good for them… but I guarantee if they continue using UHaul in the long-run, they’ll eventually get nailed too).

    My prediction is that Uhaul will be out of business in another 1-20 years. (Either that or the Shoen family will have run it into the ground & had to sell to one of their ‘smaller but much better run competitors’.)

    by the way… if anyone has a bad experience & wants to complain directly to someone who “says” they care & can do something about it… on a Dateline interview CEO & Chairman Joe Shoen gave out his cell phone # to the general public. – Feel free to let him know what you think of their reservation system or customer service… 602-390-6525

  94. keep laughing Jun 22

    For complaints, contact UHaul’s CEO & Chairman Joe Shoen at 602-390-6525

  95. Brian Jul 17

    I reserved a 10′ truck at their Broad St. Location in Monroe, GA online. The next day I was confirmed at a different location that was 8 miles outside of Monroe. Since the bulk of the payment is based upon mileage I was concerned that they did this to charge customers more. They assured me they didn’t. I went to the new location on Friday morning as instructed. Upon entering the location, the owner told me that the truck was damaged and that he notified U Haul 3-4 prior to come and get the truck and that he no longer wanted to even be U Haul location do to their poor service support. I called the regional office because I need a truck that morning. I was moving 2 disabled people from my church whose landlord had been foreclosed on. Due to a tight time schedule, I also hired to people at $15/hr to help. They told me I could either have a 17′ truck in Monroe or the original 10′ truck in Loganville. I was concerned about the extra mileage to Loganville (12miles) and cost. She would not give me a mileage credit to offset the distance change. Due to the steep driveway, I was not sure if a 17′ truck would work. She said she could not help any further that this was their policy. I told her to cancel the reservation for now since the location did not have a truck and I would go look at the 17′ truck and see if it would work. Upon getting to this location, there was no truck. When I called in the second time, I spoke with John Brick who is supposedly the President. He said since I cancelled the reservation they didn’t have to do anything. I tried to explain and he was as rude on the phone as anyone I have spoken to. Not once did he apologize for the inconvenience nor offer to assist. He proceeded to tell me it was my fault because I cancelled. Apparently the fact that two locations showed a truck in their system but were not for rent was my problem. As my frustration grew along with my voice, he told me he didn’t care what problems I had, who I had to move or that I was paying people by the hour to move and had no truck. He informed me that I could wait for one to show up. I asked to speak to a manager and he told me no. He was the boss and he did not have a boss. Since he is not CEO of U Haul, he does have a boss. Eventually they sent me to yet another location (Jersey, GA) another 7 miles away to get a truck. I asked him to call and verify that the truck was actually there before I make another trip. He was offended, but did verify the truck was there. In the end, I spent 2 extra hours, drove 25 extra miles and was treated as if I were dirt. If John Brick truly is a President within U Haul, I feel for that company and its employees. I will agree that one comment John Brick made did end up correct. It was my fault. I chose U Haul. Although U Haul chose not to accept blame, I will gladly accept my error. Never again will Brian Propes, or any member of my family or circle of friends use this company.

  96. Brian Jul 17

    I reserved a 10′ truck at their Broad St. Location in Monroe, GA online. The next day I was confirmed at a different location that was 8 miles outside of Monroe. Since the bulk of the payment is based upon mileage I was concerned that they did this to charge customers more. They assured me they didn’t. I went to the new location on Friday morning as instructed. Upon entering the location, the owner told me that the truck was damaged and that he notified U Haul 3-4 prior to come and get the truck and that he no longer wanted to even be U Haul location do to their poor service support. I called the regional office because I need a truck that morning. I was moving 2 disabled people from my church whose landlord had been foreclosed on. Due to a tight time schedule, I also hired to people at $15/hr to help. They told me I could either have a 17′ truck in Monroe or the original 10′ truck in Loganville. I was concerned about the extra mileage to Loganville (12miles) and cost. She would not give me a mileage credit to offset the distance change. Due to the steep driveway, I was not sure if a 17′ truck would work. She said she could not help any further that this was their policy. I told her to cancel the reservation for now since the location did not have a truck and I would go look at the 17′ truck and see if it would work. Upon getting to this location, there was no truck. When I called in the second time, I spoke with John Brick who is supposedly the President. He said since I cancelled the reservation they didn’t have to do anything. I tried to explain and he was as rude on the phone as anyone I have spoken to. Not once did he apologize for the inconvenience nor offer to assist. He proceeded to tell me it was my fault because I cancelled. Apparently the fact that two locations showed a truck in their system but were not for rent was my problem. As my frustration grew along with my voice, he told me he didn’t care what problems I had, who I had to move or that I was paying people by the hour to move and had no truck. He informed me that I could wait for one to show up. I asked to speak to a manager and he told me no. He was the boss and he did not have a boss. Since he is not CEO of U Haul, he does have a boss. Eventually they sent me to yet another location (Jersey, GA) another 7 miles away to get a truck. I asked him to call and verify that the truck was actually there before I make another trip. He was offended, but did verify the truck was there. In the end, I spent 2 extra hours, drove 25 extra miles and was treated as if I were dirt. If John Brick truly is a President within U Haul, I feel for that company and its employees. I will agree that one comment John Brick made did end up correct. It was my fault. I chose U Haul. Although U Haul chose not to accept blame, I will gladly accept my error. Never again will I, or any member of my family or circle of friends use this company.

  97. Mark Jul 27

    On May 30th 2009, I was assisting a customer with a truck rental and at the same time I was asked to help another customer by one of the floor supervisors Dwayne Patterson (supervisor). I was told to radio that there was a truck delivery; confused by the terminology I thought he meant there was a delivery for Uhaul. He became a bit agitated, and then repeated himself, I then understood and said, “oh you meant that the customers was receiving a truck “, He became hostile and replied, “I know what I meant, I am 40 years old, and I would appreciate it if you would not make a mockery of me”. I then said to Dwayne that he was taking it too seriously and that he was being too sensitive, I meant no harm by clarifying.
    Later that day during my break at about 1:00pm, I approached Dwayne and asked him if there was anything wrong; I asked him if a personal w/ me had. He replied, “I don’t have a personal problem with you, but ever in your life call me sensitive, you say that to your wife or kids, or I’ll show you how sensitive I am at 3:00!” I ignored his comment and walked away, as I walked away he said, now go ahead and smoke your cigarette, you are going to need it later. I proceeded back to work. Later on three managers approached me and asked if they could speak with me. Tom Haskins (general manager) Allan Howard (Yard Manager) and Dwayne Patterson Tom mentioned to me that there seems to be a problem. It seems that the managers have a problem with you. Tom gave instructions for all of us to tell there side of the story then he give his input. Allen proceeds first and explains his reason.

    I asked you to punch out on Sunday May 21, @ 5:00 pm is because we were going tit for tat. I responded that I wanted to explain to you what the situation was with a customer (prior to that day) who was upset due to the fuel gage and did not want to pay a fueling charge which is $30.00 but when I tried to explain myself, Allan banged on the counter top and said (May 21st) I don’t care, just punch out and leave! I left with no problem. Then Dwayne spoke, he said that I challenged him to a fight, which was not true. Dwayne let me know what time he got off to let me know that he wanted to fight me after work, which was an indication to me that he wanted to fight. Tom then asked Dwayne, what was going to happen at 3:00pm. Dwayne then replied, Mark knows what I am talking about and what was going to happen. At this point, I offered to lets forget about it and shake hands with Dwayne and the rest but they all refused. They then, just walked away. I felt the job place was very hostile at that point, I also felt concerned for my life and safety because Dwayne never shook my hand. I asked Tom Haskins if I could leave because of the situation, he says it was a lame excuse, and if I chose to do so it would be job abandonment. So I said to him that I didn’t want to wait around to see what would happen, so I then punched out.
    I went home and called the President of Levi Uhaul, explained to him the entire story and that because I left, I got fired, even though I explained to Tom that I was afraid for my life. The president called me back and told me to talk to Tom to straighten everything out on Monday June 1, 2009, which I did. Tom then told me to come in at 2:00pm. I came in and Tom told me that he stood by his decision.
    I told him that I felt I had no choice except to leave because of the threat, he says he thought the fighting was over between us, even though there was NO indication that anything was over. Tom could clearly see that the fight was far from over.
    He then asked me if I could come to work without causing problems, I agreed then he told me to call him back on Tuesday June 2, 2009, and that he would have his decision.
    I called back on Tuesday, I spoke to Tom, and again Tom said he would stick with his decision.
    The president then called me back, and said the same thing. I asked why would they have me come all the way to work just to deny me my job back, it seemed to me that they were running me around. A week or so later I received a call from Levi Parmerter, he asked if I wanted to be reinstated at another location. I agreed. He asked me to work to 7 to 3, and to bring my 1,2, 3 punch certification black book.
    My first day, George asked how many hours I wanted to work, I specifically said between 37 and 40, which he replied was no problem. On a busy Saturday morning, I was doing multiple tasks after finishing with a customer; George asked to speak with me. When he finally got to speak with me he said that if I didn’t wear my goggles I would be fired, that it was automatic grounds for termination. I said nothing; he said this in front of Allen Howard a yard manager. The following day, I asked George if I could speak with him for a second, I told him it may take time for me to get used to the way he operates around the office, but I will catch on, but in regards to him telling me the policy of operating propane, I told him that I already knew, and I asked him not to threaten me with termination because of one simple mistake.
    He explained Osha and fines which is why he is so strict, which explained his abrasiveness, but said he was more strict on those protocol, than someone coming in 15 minutes late, he also told me that if I were to come in late that as long as I make my 8 hours it’s fine. One Sunday morning I called in sick and could not make it in to work, the following day (Monday) I came in a half hour late, he showed me a print out of all the days I came in late and threatened to fire me and that it was inexcusable for me to call in on Sunday. Thursday, of the same week, I came in 9 minutes late and George says to me that Steven was a witness to his verbal warning, if I came in late again I would be fired. I acknowledged him, then went to HR to see if my transfer has been put thou to Georgia.
    Maria from HR told me that I would have to go through George, although I felt that he treated me unfairly. She then said she would call Levi but he was on the road. That same day, Levi showed up with the vice president of Uhaul, and another executive, after shaking hands. I told Levi specifically that I needed to speak to him, one on one. This has not yet happened. Friday, I was doing a level 1 (cleaning and inspecting) on a vehicle, while doing so, I accidentally checked a box off, George barked, “there was no customer why are you checking that box”, a customer was not present, I replied back, my apologies it’s a habit I will correct it. George said, No, what you’ll do is get a new ticket and start over.
    Feeling that it was uncalled for to speak to me that way, I approached him and said, George whatever problem you have with me, take it up with Levi, I want a transfer.
    He yelled at me, if I walked away from him, that I would be fired. I said ok, I will get my jacket. By this time customers and witnesses (which I have name & numbers) heard George yelling that I was fired, George then retracted his demand and said, let’s talk, if I left the job it would be job abandonment and replied how when you just fired me , we spoke and George said that I had a problem with being corrected, I explained to him that my problem is not being corrected, it’s being shouted at and being threatened with a termination at every chance you get. I said to him, knowing the situation that I just left, you should know that I am doing my best and that this is not fair treatment, he was aware of what went on at the Massachusetts Avenue location. I told him that his attitude was unacceptable and unprofessional especially since I am the hard worker that I am, he agreed and we shook hands and that was it.

    June 25, 2009
    I called in at 12:08 and spoke to David to relay a message to George about being 10 minutes late do to an appt. David assured me there would be no problem, he would speak to George and he said see you soon. I walked in, punched in and George said let me speak to you outside. He said you called in and said you would be 10 minutes late, he asked why, I told him I had an appointment, I told him about the appointment a week in advance. From my previous experiences, I knew he wanted to fire me. George said you are more than 10 minutes late, you are an hour and ten minutes late, I explained to him that he was wrong and showed him my time sheet. I was due at 1:00; I got in at 1:09. George did not believe me and went to our clip board which shows the scheduling then he said ok, we are fine as my schedule showed I was due in at 1:00.
    In close there has been numerous times I have asked George numerous times to fill out my black book which solidifies my position in Uhaul, which he refused and now wants to test me on things that I’ve already done and have been certified in. Not only do I feel that they are impeding my progress and sabotaging my hours, my hours have dropped dramatically, from 37-40 to 20, I also feel that I am being forced out.

    Also as long as I’ve been working in Somerville I have not took one lunch break instead lunch was brought by Steve a CSR or George the GM. He would buy us lunch and have us work through the day I believe this was a bribe to keep me working and not to take a lunch break which by labor laws is against the law.

    Today June 28, 2009
    I was terminated from my position because of backing into a garage door which was already damaged (on site cameras can prove it). George the general manager claims that I damaged work property and a cargo van. Thus fore giving George reasoning for firing me and claiming I never came to him when the so called accident had occurred but in fact I did come to him. Soon as the accident occurred George was informed by another CRS John who reported that I backed into the garage door and damaged it. George then came outside when I was still in the truck. Looked at the garage door and then swore up and down out-loud and then looked at me and then walked back into the store.
    John then told me to George wanted to see me. When I asked George if he wanted to see me about the door he said no just turn off the hazard lights!! So at the end of the day George said I never came to him about the incident and a cargo van being damaged and this is the reason for firing me.
    But I did in fact come to him … after he investigated it while I was still in the truck.
    (A in store camera can prove me walking up to George right after it happened)
    Plus John the CSR who reported I did the damage told me while I was still sitting in the truck that George wants to see you. When I went to asked George “did you want to see about the about the door “he said no you left the hazards lights on!!!
    Now the cargo van he claims I damaged or was damaged already and didn’t have an X sticker indicating previous damage. Which in fact I did inspect not damage… John the CSR pulled the van up for a customer and George came running outside pointing at the dent w/ a ticket in his had and said look… ok I said it has a sticker on it and he yelled back “I know because John put the sticker on it”!!!
    But the sticker appeared to be old and already in place. I believed John reported this to George that’s why he (George ) came outside in a hurry before the car pulled off w/ a customer, yelling. I don’t know if I in fact missed the dent but things like this happen all the time when you have one person or two CSR’s receiving trucks and filling propane tanks and haven’t taken a break all day. It wasn’t serious where it was a safety issue that would endanger a client or warranted my termination from Uhaul. Also and incident report was not filled out when this incident occurred or drug testing wasn’t taking which is standard policy according to Uhaul.

  98. Jennifer Aug 18

    A MUST read…
    My husband got laid off (construction) and found a job with UHaul as General Manager. They told him he would start at $45,000 (after 4 months of not finding anything this sounded great)The UHaul district manager also informed him of the great benefits and bonus’ that come along with this position. WOOHOO, we stuck gold. So training begins…He got stuck with this fat worthless sweaty LAZY fuck shit who was the General Manager in Northern VA. My husband, JOE, is a very kind hard working man and MATT the fat fuck (ff) was suppose to train him. Okay, first day…wash every truck on the lot. No problem JOE did it. Second day watch videos and take tests. “umm Fat Fuck Matt, there aren’t any speakers to the compute, I can’t hear a thing” “Joe, figure it out.” WTF Umm okay your an idiot. Instead of doing the tests and watching the video on the clock Joe now has to come home and waste his evenings doing it. Fat Fuck Matt was high on his payroll so instead of really training Joe he used him as a lot attendant and worked him as his little bitch. Joe answered phones, checked people in etc. Fat fuck Matt didn’t train him on being a GM only as a lot attendant/customer service rep. The DM (dumb fuck) pulled Joe out of that center and had him train with another Manager that was 2 hours from home. He at least learned a lot there. Turns out the drama at UHaul is insane and Fat fuck Matt told the DM that Joe was an idiot and couldn’t learn. WTF. So after a month of training Joe asked when he would be done w/ training?!? “One more week” next week…”one more week” yet another week goes by “one more week” so on and so on. 2 months later FINALLY Joe gets put on salary and has his own center. Now the bullshit can really start.

    DM was always up Joe’s ass. Joe had to fire 3 people and hire on three more. BUT DM won’t and still hasn’t processed anyone (the new hires) WTF. Bonus’ are a joke, salary is a joke for how much you have to work. Don’t know about benefits because they haven’t started yet. UHaul is a fucking joke on both ends. I would add detail in but it’s the same old shit. Customers get screwed, employees get screwed. It’s all a joke and Corp. blue collars are laughing making the big bucks by screwing everyone in the process!

    Don’t use UHaul and don’t work there.

  99. Jennifer Aug 18

    One more thing, as far as I know (for Virginia) if you are picking up a truck and it’s not there or moved to a different location you get $50.00 cash (not uhaul cash) Joe hands this out daily because he feels bad and will not have a customer leave unhappy. His center is really good about taking care of their customers I really hope others were like that. UHaul still sucks and I hope the big wigs would read what everyone wrote. If you think you (as a customer) had it rough with UHaul please feel bad for some of the employees who take the same shit from the big wigs. It’s all bullshit!

  100. TJM Oct 4

    I agree not to use U-Haul or work for them. I was a general manager in New York State. They do promise bonus but it is so hard to get and they find every way not to pay. They reduce staff but want you to do more and then ask when you are the only one working and you have a truck to get, a trailer to hook up and pump propane, how come the phone is not getting answered. They work their managers hard, put them on salary and have them work 60 hrs plus. U-Haul appears to be having financial problems, the marketing company I worked for ‘laid” off 8 people in two days and shifted managers around reducing pay. But actually seeing how it works from the inside no wonder they are having problems. Instead of investing the money where it belongs in the staffing of centers it appears that the top people in the company want to keep ahold of their share and not let it filter down…gee much like other companies I guess.

  101. dcm Nov 21

    I agree with you TJM, currently I am a Uhaul GM and payroll budget at my center is down so much that I am working an average of 50 hours a week by myself, by the way I am still installing hitches, leveling all the rental equipment, pumping propane,cleaning storage and handling all customer service. I have enough payroll to bring a single employee in to close from 5pm to 7pm Monday thru Thursday every week, and Friday and Saturday I have to work midday from 10am to 4pm alone again, I do get Sunday off if no one calls in but I suffer the next week for having 2 employees there for the 8 hours that the store is open. By the way, the store is open for 81 hours a week, which leaves 31 hours of employee hours with a payroll budget of less then $435 per week and with 3 employees that give each one about $145 per week.
    Oh and By the way, My store is not in the nicest of neighborhoods and no one should be in it by them selves, even during the day.
    Enough with what sounds like complaining,,, Because I am not, I love the customers and the help I am able to provide them. My point is that, Yes I feel every day like a whipped puppy and that I know that I will get as little support as possible from my MCO. But my customers are exactly that, “MY CUSTOMERS” and it is my personel goal to make everyones exsperience with myself and my crew an exceptional one. My hands are tied when it comes to the quallity of equipment and the speed of service that my customers get, and the single most common complaint that I do recieve is that the store is understaffed but I do make do with what I have and so does my crew.
    So my point is to everyone that has made comments above. Please do not blame the employees at your local Uhaul center, they are working with their hands bound, the majority of them just want to make sure that every customer leaves happy.

  102. Steve Dibble Dec 5

    This was not a good Uhaul experience. They initially were going to send me all the way across the city in morning rush hour traffic to pick up the truck (to be picked up at a real estate office no less) instead of letting me get a truck at a large well staffed center 10 minutes from my house. This even though I made my reservation days in advance. It took several phone calls and a lot of wasted time until they finally let me get a truck closer to my house.

    I should not have to fight for what should be common sense service.

    And the truck was terrible. I have driven many mid to small size moving trucks over the years and this one bordered on unsafe. It sounded like it had an exhaust leak and was extremely noisy in the cab. The front end and shocks were worn out, had a bad shimmy at 50 mph and it felt very unstable.

    Of course this was a one way move and there was no time to go back and get a different truck. Uhaul is well aware that the truck renters options are limited due to time so they pass off these junk trucks on longer distance movers who will have no choice but to make due.

    From Alabama to Florida, 2 days drive. Thanks Uhaul for a miserable driving experience. I will go out of my way to never use them again!

  103. Mark Dec 30

    you’re an idiot. If you knew how Uhaul worked, how their scheduling worked, you would not have written such a stupid and pointless blog. I’ve been in upper management with uhaul for 15+ years and never have I read or heard what you went thru. As a matter of fact, I researched your “claim” and didn’t come up with anything. Your blog is a complete lie!

    LOSER!

  104. keep on truckin Feb 14

    I currently work for a u haul and I would like to first and foremost apologize for any problems anyone has had. One thing you do need to keep in mind is that when you are renting a truck it is a vehicle, just like your own car, you don’t know when your car is going to break down right? I know he have some shaky equipment and it can be a burden at times, but it is something that our center is trying to work on out in California. We have a highly knowledgeable staff and they know when a truck is unsafe. I can’t speak for all locations, but we take a lot of pride in our work and in our equipment. With the economy in the dumps the way it is now, it’s had for everyone to keep their heads above water. The “hidden fee’s” in which i keep seeing reference to are just not there! Ever one of the trucks you see does say plus millage on the side, I understand it’s small but that’s why it is called small print, and it is a part of life. The fueling charges that are charged are on your contract. At our center we go over the entire contract with you, but regardless if all centers do that, you are signing a legal document. Try renting a car and not bringing it back with the same amount of fuel that it leaves with, they will charge you for it and when you complain, they will tell you it is on your contract and you signed it. All of our trucks have a decal on the inside of the box stating that the truck must be returned swept out with pads folded or there is a minimum of a $25 dollar fee. That is pretty self explanatory, return it how it was rented to you, that’s all we ask. The reason the insurance doesn’t cover overhead damage is due to customer negligence, 9 times out of 10, its from a customer not paying attention to the clearance on the truck (It is marked on all U haul vehicles, and can be read through the side mirrors on the truck)they try to take the trucks through drive-thrus or parking garages, they don’t fit. As far as the few posts I have seen about not being able to have the truck for 24 hours, there is NO WHERE on our web site or in our centers that say 24 hour rental, guaranteed. We usually give 4-6 hours per rental, the reason being if you are all packed and ready to load the truck, you won’t need it for more then 6 hours. What we have found people doing, is renting the truck, going home and packing their things, then loading the truck, driving to the new house, unload the truck and all of their boxes then bring the truck back. This being the case, on thing everyone can do to eliminate these kindsof problems is to pack up your house ahead of time, then you just have to get the truck load it and get to the new house. Then once the truck is unloaded return it, you will find that doing so will only take you between 4and6 hours. Please keep in mind that those of us who work for the company don’t make the policies, but we are required to enforce them, just as any business is required to enforce the policies that their corporate office had created and implemented. We, as employees, understand that moving is stressful, and would like to help in anyway we can within our power, but please remember that we are real people with feelings, we get yelled at on a daily basis about policies that we did not come up with. Please remember that the next time you go into a U-haul and start making a fuss from the get go. Thank You for listening!

  105. TERRENCE Aug 7

    U HAUL IN HARTFORD CT CAPITOL AVE OFFICE IS A THIEVING PLACE WITH THE WORST MANAGEMENT I HAVE EVER ENCOUNTERED AND I HAVE BEEN AROUND.FUCK YOU JULIUS THE MANAGER AND YOUR CUNTY STAF.RYDER GETS MY BIZ FROM NOW ON. IF I DIDNT MAKE MYSELF CLEAR I AM SAYING FUCK YOU UHAUL AND YOUR MANAGER JULIUS IS A CLASS A FUCKIN BLOODY CUNT FUCK YOU UHAUL YOU PISSED OFF THE WRONG GUY

  106. unknown Oct 13

    i too called uhaul a week ahead & payed for it in full , told them id be there on so & so day guess what it wasnt ready then got run over by the workers and got hurt very badly and want to doctors and doctors im still un abel to work& told uhaul about it when it happend guess what they say it never happend at all they got their money from so they dont care

  107. Trademark Search Services Nov 1

    I used U haul for moving in SF area, and didn’t have any issues. My main complaint were the number of workers that wouldn’t leave me alone about hiring them to help with moving.

  108. Hog Whitman Feb 7

    I got the truck (finally) two hours later than my reservation. I had hired help there waiting, so I had to pay them for the extra two hours. Then, on the way back to turn the truck in, I stopped at the gas station closest to the U-Haul location (about a mile away) and told the guy to fill it up. It cost me $34.91 to go 22 miles. I called today and asked if I could get a little rebate on the gas because it obviously didn’t burn that much gas to go that far. The tank wasn’t full when I got it is the only conclusion that I can draw.

    The district ‘manager’, a certain “Dean Mabe” told me that I had already ‘admitted’ to telling the gas jockey to fill it up. ‘Admitted’? I didn’t realize that I was being questioned in court, or something. I just told him what happened.

    Since this “Dean Mabe” wasn’t willing to deal fairly on that point, I asked if it was ok if I came down and siphoned MY extra gas out of the truck, but he would have none of that. I’m a disabled senior citizen on a very limited income, and every dollar counts for me.

    So now I’m out about $60.00 for the extra gas and the labor waiting around for U-Haul to get their act together.

    My question is this: How did this “Dean Mabe” get to be a ‘district manager’, and for that matter, who promoted him to that position? I’d take a peek at that person too.

    See you in court,

    Dennis Hogue

    P.S. Hi, Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul!

    P.P.S. Did I forget to mention Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul! Dean Mabe, District Manager for Uhaul!

    P.P.P.S. Just checking.

  109. Bill Aug 24

    My daughter recently got the, “sorry your truck isn’t available for tomorrow at the location you requested but you can pick it up 25 miles away.”

    This just plain sucks and really points to the fact that these people are nothing more than whores in the truck rental business.

    Next time try Penske. They can be a little more expensive but the equipment is great and well maintained and will be available where and when you want it. They are by no mean perfect but they bust their asses to fix customer issues.

  110. Lauren Sep 28

    I work for Uhaul unfortunately. It is well below my pay grade and education level to do so, but it works for my schedule and family. I can’t tell you how frustrating it is to work for a place that does not adequately train their employees and basically tells you to be as vague and unhelpful to customers as possible. I don’t know why they don’t just use recordings; that’s what they want their employees to be. Anyway, I can see internally all the reasons why things work the way they do and I want you to know that not everyone who works there wants to go along with how terrible it is. I genuinely try to help people every day and have done a fair job going the extra mile to make it work for people like you, but that’s more than I can say for about 90% of the employees there. Unfortunately, Penske and Budget are really no better. Uhaul just happens to have the monopoly on self-move and probably won’t do much to make it better, despite that being preached as their number one goal. Imagine how fun it is for us to deal with all the problems, be told they want to make it better and be trained to not help at all. Excuse me while I go bang my head against a brick wall…

  1. U-Haul vs. Penske Moving Truck Rentals: Share Your Story » My Money Blog

Leave a Reply

(Markdown Syntax Permitted)