Uhaul Avaliações 1.702

U-haul's reservation & billing service is a nightmare!!!

I reserved a Van for in-town use in Colfax, CA, and declined the various add-on services except for the $5/day SafeTrip.

Several days later (the day before my scheduled pickup), a local U-haul agent called and told me that they did not have a van available and the nearest van would be 17.5 miles away in Grass Valley (35 miles round trip @ $1.09/mile)...adding $40 in mileage charges +$12 in fuel to my bill.

Having no other choice, I accepted the change in reservation locations - I then called U-haul customer service to see if they would at least waive the extra 35 miles from the billing for the "out-of-my" miles incurred, but was instead only offered a small discount on the mileage.

Upon returning the van, I completed the Mobile Drop-off process just fine and was shocked to find that the total bill had jumped by another additional $100 due to someone at Uhaul adding on a SafeMove option for 4 days (something that I had specifically declined in the original reservation).

I submitted a dispute of this charge through the U-haul mobile app and was notified that someone would contact me within 24 hrs to go over the charges....yet no one has reached out to me at all except to email me a final billing receipt.

Horrible once again

I am extremely disappointed with my repeated experiences with U-Haul. Unfortunately, because I live in a remote area, there are very few alternatives available, and I have now had the same issue occur every single time I have used your service.

On both occasions, I reserved a 10-foot truck from my nearest location well in advance. However, days later I received a call advising that the truck I had reserved was no longer available, despite the reservation being confirmed and showing as available online at the time of booking.

The only options then offered were either:

* Picking up a truck from another location over two hours away in the wrong direction, or
* Accepting a 20-foot truck that is far larger than what I required.

This larger truck created several issues for me. I am not comfortable driving a vehicle of that size, and it also resulted in significantly higher fuel costs and mileage expenses that I am now forced to absorb because of U-Haul’s failure to honour the original reservation.

During my previous experience, I was at least offered additional free kilometres as compensation for the inconvenience. This time, no such consideration was provided.

I also requested to speak with a manager and was initially told that no manager was available. When I questioned whether the employee was completely unsupervised at that moment, a manager suddenly became available to speak with me. That interaction only added to my frustration.

While I understand the manager personally did not cause the issue, the attitude displayed during the conversation was dismissive and unprofessional. I was told I was “not listening” simply for asking why compensation that was possible during my previous experience was suddenly no longer an option.

At this point, the pattern is clear: every time I use U-Haul, my reservation is effectively meaningless. Your scheduling and inventory systems appear to be poorly managed, and customers are left paying the price in extra fuel, mileage, stress, inconvenience, and lost confidence in your service.

I would appreciate a proper explanation of why confirmed reservations are repeatedly not being honoured and what U-Haul intends to do to address both the financial impact and ongoing inconvenience caused to customers in situations like mine.

I would like to recognize Asia at the U Haul location in Olive Branch, Mississippi, for providing exceptional customer service. I came in on May 25th dealing with a very stressful situation and in need of assistance to continue my move for the day. Asia was extremely proactive, professional, and helpful throughout the entire process.

She went above and beyond to ensure that I was able to get a U-Haul and continue with my move without further delays. Her attitude, patience, and willingness to help truly stood out and made a difficult day much easier for me.

Asia’s customer service was absolutely top tier, and I would definitely recommend her to anyone needing assistance. Thank you again, Asia, for your kindness and outstanding support!

Uhaul has placed two charges for the same amount on my credit card. The first truck had an oil light on so they put me in another truck at pickup location. I called uhaul and Crystal in Tennessee customer service said the second charge was a hold. She was rude so I spoke with Ronald Manager on Duty In Phoenix Az and he said my credit card company put that extra charge on there. I called my credit card company and told them Crystal said it was a hold and they said “no it has been charged twice so you can dispute it” I said Ronald says it was something you at the credit card company did and he said no they definitely charged you twice. Either way even if I dispute it they have charged an extra 1471.39 on my card for the second truck. This is an aggravation I should not have to deal with. I am in the process of moving and they have tied up a large amount of money. Even though the card puts it back while it is being disputed I don’t feel comfortable using that money until it is cleared. Uhaul customer service is terrible!

this is directed to the regional office, at phone number 800-468-4285 specifically this is for Erica. thank you for confirming that this phone call has been recorded today from 3:41 PM EST, May 23. The call duration was 11 minutes. This is Memorial Day weekend so clearly likely very stressful for UHaul. I called specifically because my family member had made a reservation on May 20 in Burlington VT having requested online a 15 foot box truck her request was declined today, May 23 in Burlington VT. This is an individual without an automobile this family member will now use their bicycle and ride their bike to the bus station they will take the bus from Burlington VT to Essex Junction, Vermont. They will take a train from Essex Junction, Vermont to Rutland Vermont. They will disembark and ride their bike to the UHaul tomorrow where they have a reservation 71 miles south of the UHaul in Burlington where the reservation had been requested on May 20. uHaul corporation I had requested - is it possible that there is a UHaul located in Mystic Connecticut because that is the final destination please listen to the recording between Erica and myself. thank you and I hope that the contracted 15 foot box truck is in Rutland tomorrow when my family member arrives.

I hired the service and I felt that the price, punctuality, and what I hired matched what they offer. I would hire them again.

Our experience with renting a U Haul truck for a move from Wisconsin to Texas was horrendous! I reserved a truck 2 1/2 months earlier and was quoted a price. When my fiance came and we went to our local U Haul, the price was double. The man working said we'd be able to pick up our truck the next Monday morning between 7-8. On Sunday I received a phone call from someone at U Haul saying we had to drive south, over 30 miles, to pick up the truck! My son from Chicago took off work and drove up to help load. My fiance (now my husband) and I are in our 70's. I was also told by the incompetent, lying person on the phone, that it was an 11 mile trip?? So we picked it up much later than planned at some small gas station. Lo and behold, there was a truck, but NO equipment. Does U Haul send someone to bring it to us? Of course not. We had to drive into Fond du Lac , all over town, to another remote location to get the equipment we needed. Driving the truck was a nightmare for my husband. It was as old as the hills...no cruise control, no electric anything (door locks, windows, etc.) It was extremely uncomfortable to ride in and very , very noisy. We couldn't hear each other talk even if I was sitting right next to my husband. It was also out of alignment. U Haul made our experience a real and dangerous nightmare. We will NEVER use them again.

U-haul texted me to cancel our reservation less than 48 hours prior to Memorial Day weekend 2026. We made the reservation in January. We were unable to reach anyone on the phone. We ended up having to rent from Penske for more than 3x the original amount. The WORST customer service ever. And the Penske rep said they routinely get these kinds of reservations because U-haul does not actually guarantee your reservation despite collecting a reservation fee. NEVER RENT FROM U-HAUL. We certainly won’t. Not sure how they are still in business.

AVOID Uhaul boxes like the plague. They failed to pick up and deliver our third box like they said they would, making it so we weren't able to pick it up until two weeks AFTER our first two boxes. On top of that, because of this late delivery mistake, we have to drive an entire city over (~2.5 hour drive one way) just to be able to get a truck for transferring the Ubox contents into. If Uhaul hadn't messed up, we could've picked up the third box along with the other two on the same weekend two weeks prior, since trucks were available at that facility then. Uhaul reimbursed the cost of the third box, but what about the time wasted or the gas money spent in a time of high gas prices? Instead of making it right and having the third box delivered directly to us free of charge, we have to do the dirty work. Absolutely never using Uhaul again.

The mobile app is a joke. It takes too long to go through all the process. Plus try to make a move. I get charged for 2.4 Mi over 3 gallon shy. Where is my compensation for my time? Next time I'll go to Penske. Thank you!

I am not giving 0 just because the system don’t allow it. 45 min on the phone with all this incompetent people, they give me a price and when I open the app and put my reservation number the price was totally different. 45 min of employees pass to different departments for disconnected 5 time and all those time I was the one calling back they never call me back make me waist my time for nothing very bad business practice terrible system

Had to drive 45 miles on day of pick up to retrieve truck and trailer. Staff at pick up location was unpleasant because he didn’t know about my reservation

If I could give a ZERO, I would. Absolutely, the worst experience I have had with any service provider of any kind, and that is saying alot. There customer service team is well versed in every game possible to avoid accountability. I spent over 8 hours on multiple multiple calls and misdirected transfers and delay tactics just to have movers show up and to rent a trailer for a total of a 4 hour move. This company is a dishonest, bait and switch, disgusting excuse for a business. They are a perfect example of what is wrong with this country and its business climate. Frankly, they are scammers and frauds. They advertise on a stolen valor idea of how they were started 75 years ago by a WW2 veteran yet are today complete scumbags.

after calling numerous other locations looking for a particular trailer,Reese at Rockville Center was very helpful and pleasant.She knew her inventory and answered my questions confidently.Her staff was just as pleasant and helpful.This location is far from me,Imust pass several other locations,BUT AS THEY IT IS WORTH THE TRIP!

Not happy with the customer service we received. We had reserved a truck but upon arrival had to provide info all over again. This was after waiting 1/2 hour to even get service. We rented a 20’ moving truck and after completing the paperwork were simply handed a set of keys to be on our way. Upon returning the vehicle we were told that the vehicle was damaged and claimed we had hit something. We never hit anything. It was the back top corner passenger side which had obviously been hit (minor damage) but we did not cause this damage. As we bought their insurance they said not to worry about it. Damage estimate $179.00. My point is we did not do this damage and it was impossible for us to have done this damage as no where on our route was their an object of that height we could have backed into. Lesson learned. Do not take a vehicle from them without doing your own walk around prior to leaving.

It seems as though my Review matches 99% of other people reviews. I highly recommend people going elsewhere when they move. I was charged $197.00 when I picked up a 24-hour 15 Foot box truck. I was 45 minutes late in returning it and I even called letting them know, and they spoke to me like everything was fine and no need to worry. There were plenty of trucks there, no body was waiting for the specific truck I had. They charged me and additional $300 for an extra day as well as the insurance, cleanliness fee (when I swept, etc). It was a POS truck with 133,000 miles on it. This place has gone DOWNHILL FAST!! Do not use these guys, unless you want crappy equipment, poor customer service and the unwillingness to fix their mistakes. It is most certainly NOT customers first.

Worst experience truck leaked at windshield when it was raining , lost power so many times , no shocks , side mirrors were not adjustable some of the very dangerous to drive would never run from them again also too expensive they charge a dollar for every mile this time we went with budget rental more reasonable and they do not charge that dollar per mile. When we return the truck, we told him about the issues they didn't even apologize or offer us. Some kind of discount will never use them again.

I rented a uhaul trailer in Lakeworth Florida, and dropped off in Flint, MI. I rented on April 13, 2026. I went inside of office to do paperwork. The young lady that took care of me was so enamored with her new hair weave that she totally messed up my bill. I received my credit card statement on Monday, only to find that she did not swipe the card that I gave her to swipe. I have made several calls to clear this matter up, only to be blown off by everyone that I have spoken with, including a VME left for a manager. The customer took the hit for a non interested employee.

U-Haul Moving & Storage ( Spartanburg, SC ) Whitney Rd. destroyed my up-to-date storage unit just three days after I rented it. Employees kept items, customers and vagrants picked through my belongings. Some went in the dumpster and others in an unsecured trash truck with infested items from other units. The company admitted 100% fault and promised to settle, but two years later, I still haven't received a dime. I've mailed claim forms three times.
They eventually restricted my access, which interfered with my ability to sell items to survive. I was warned by an employee that I was about to be trespassed, under distress I left and stayed away for approximately two months, and U-Haul used this opportunity to take action against me. Then they unlawfully auctioned off my three additional units they had promised me as long as I needed for free. They tried to make contact by using an old address they knew was not current and calling old phone numbers. The certified letter was delivered the day of the auction, but they still followed through. Unlawful.
I even spoke with U-Haul's own CEO, who called the whole situation a PR nightmare after the first incident and seemingly blew it off the second time by suggesting I ask the MCP (regional manager) at McDonald's for an ice cream cone to discuss the incident.
I sent a demand letter to the company in September 2025 with no response.
I highly recommend that no one trust U-Haul with their personal items. Later, I found out that my unit wasn't on camera; the door alarm didn't work. The parking lot was not well lit or gated. My door lock was the only security protecting my unit. U-Haul employees repeatedly cut my locks and locked me out of my unit. They had a history of break-ins that also wasn't disclosed. Bad business practices and management, from CEO to CSR’s. Online reviews on U-Haul's website and the BBB suggest a pattern of harm.

Original incident, May 19, 2024
2nd Incident, August 4, 2025
Still unresolved May 5, 2026