U-Haul

TAMMY YOU ARE A BOLD FACE LIAR!!! YOU SHOULD NOT BE IN BUSINESS AND IT’S SERIOUS ISSUE IF YOU KNOWINGLY AND WILLING PUT UNSAFE VEHICLES ON THE ROAD FOR PROFIT WITHOUT CONSIDERING THE SAFETY OF YOUR CUSTOMERS AND THE GENERAL PUBLIC. FOR SHAME!!!
On Saturday, 9÷5÷15, I rented a 26′ truck. The minute I walked out the door, the truck was running with the door open. It was a jump-​and-​go operation. Nobody there to give you a quick run through of the truck and nobody in the area to ask a question of if I did.
The first thing I noticed, was the poor condition of the interior of the vehicle. It had a broken door and the radio was semi-​operational. Once I got on the road, I experienced the following:
1) Clicking noise (like a turn signal, but the signal was not on) this was both when the vehicle was on and off.
2) The brakes were bad, it would violently jerk 3x’s before coming to a complete stop
3) It would not drive over 60 MPH on the freeway, despite being empty (no cargo)
I immediately got on the phone to 1) talk to someone about what might be causing the clicking, 2) inform them that the truck should not be sent out once I returned it. I called the first time and was put on hold for over 5 minutes. I hung up and called again and the machine said my call would be answered in the order it was received, so I waited another 4 minutes before hanging up. I then called cooperate U-​haul and voice my complaints.
About an hour later, Tammy called me and the first thing she said was «i just received an email about a complaint you made» She said it a tone as to be frustrated with the fact that I had a complaint, as opposed to the fact that I WAS EXPERIENCING A REAL PROBLEM WITH THE TRUCK THEY RENTED OUT TO ME. We had a long conversation and she claimed to not have any idea that the truck she rented me was in poor condition, that they don’t drive the vehicles and depended on customers to inform them of any problems. WTH!!! Nobody drives the trucks?! She claimed to not have any prior knowledge of any complaints, but when I returned the vehicle to the store, one of the employees in her store told me that trucks previous renter COMPLAINED ABOUT THE VEHICLE and that IT HAD A HISTORY OF PROBLEMS THEY COULDN’T FIGURE OUT!
Tammy said she would not give me a discount because she could not verify, without me calling for roadside assistance, that they issues I was complaining about were in fact true. I explained to her that I never asked for a discount and she argued about it with me. I COULD NOT BE MORE DISAPPOINTED with the whole experience and how I was blatantly lied to. I expected more from a cooperate chain. I am most upset that a business, in the name of profit, would put a vehicle on the road that could cause a serious accident and put the general population in jeopardy. It sickens me!

If I could give his place zero stars, I would. Before you read this, keep in mind that I received a call from Tammy, the manager, and she defended her company, didn’t believe my story, and felt that the measly $ 250 was enough for my suffering… I’ll have to take this to corporate…
On 7÷17÷15, at approximately 0800, My negative experience started with U Haul.
First, when I picked up the truck, they forgot to equip it with the dolly I had paid for, so after I drove it all the way home, I had to drive all the way back to the store to pick the dolly up.
Then, after only one hour, of what turned into a 12 hour trip, the a/​c stopped working. My Son and I had to endure 100 degree weather, from San Diego, through Bakersfield, to the Bay Area.
Several times, I attempted to get help from roadside assistance. Each time, the average wait was 15 minutes, just to talk to an agent.
On 7÷17÷15, approximately 1900 hours, these events occurred:
Finally, during the last leg of my trip, the «check engine light» came on. This caused my Son and me a great deal of anxiety. I currently suffer from «General Anxiety Disorder» so, I was afraid of breaking down in the middle of nowhere with my Son. By that time, I had enough. I called (619) 442‑3483 and talked to «Tara» and explained that we were having the WORST experience with Uhaul and that:
1) we had driven in 100 degree weather,
2) that we had to stop every hour on the road to find a convenience store to get some relief from the heat,
3) that we had to drive with the window down, while In route for 11 of the 12 hours, and as a result of that:
a) the left side of my arm and face were burned,
b) my lips were severely chapped
c) my Son and I had suffered from heat exhaustion
d) debris from the road and other vehicles kept flying into our cab, causing us to inhale dust and often times, something would fly into our eyes,
e) my Son and I both suffered from headaches because of the heat, and because the wind coming in through the window at such a high velocity, caused us to have to scream at each other, so that we could hear each other’s voice. Also, as a result of the window being all the way down the blowing wind caused the seatbelt to bang around next to my ear for several hours, but we didn’t have a choice, it was either that, or roll the window up in 100 degree weather.
Even after I explained to «Tara» our situation, she was very unsympathetic. I detected this from her choice of words and her tone. I was still in route at this point, so I asked her to escalate the call to a manager. «Tara» put me on hold, came back, and told me that the manager did not want to talk to me. Several times, I explained and insisted to talk to a manager, and several times, «Tara» refused to honor my request. I told «Tara» that it would be in her manager’s best interest to take my call, because, supposedly, she was trained to handle my situation. Again, «Tara» refused. At last, I explained that I was going to take this complaint to a corporate level, and that I wanted the name of the manager who refused to address my concerns. «Tara» replied that she did not know the name of the manager, who was apparently on-​call. I told «Tara» in many different ways that we were suffering and exhausted, but «Tara» was apathetic to our troubles and frustration, did not appreciate what we were STILL going through, and at one point, threatened to hang up on me, because she was tired of hearing me vent my frustrations. At this point, I was in tears. Defeated and exhausted, I hung up the phone and my Son and I pushed on.
I tried to call back several times, hoping to get someone different, but at that point, we were driving through some mountains, reception was poor, and my calls kept dropping.
I was able to reach another agent who instructed me to call when I arrived at my destination so that someone could come out and take a look at the malfunctioning truck.
I spoke with «Donna» who informed me that no one would be coming out to take a look at the truck. I was disappointed, but I was relieved that «Donna» was a very compassionate and kind agent to talk to.
I returned the truck to the Uhaul in Fremont, CA the next morning. The Manager, Jerry, was friendly, but he explained that $ 250 was all he could do to compensate us for the 12 hours of suffering that we endured. I REALLY regret using Uhaul, and I really resent that our horrible experience, no matter how terrible, could be made to go away for $ 250, so that Uhaul can go on with their business…

Best place to get a uhaul truck or to refill the grill’s propane tank.

Truck did not have the right gas amount– the lady was put off that I had questions and didn’t explain the features… Could have saved 20 bucks if she did…

if i could give negative stars i definitely would!!!
the worst customer service ever!!!
tammy is very rude and should not be in customer services at all!!!
i went in to get a hitch installed, at the hitch center ‘1186 e main street’, on my work truck after they ordered the wrong one a few weeks ago. to no surprise, they ordered another that didn’t fit either. once i got there tammy tried to blame me for the wrong hitch. i have multiple emails to prove otherwise. they did not have a «pro» onsite to install the hitch so the tried to call one in with no luck. i asked the kid that was to install the hitch if he was able to and he said «uuuuhhhhh». tammy butted in and said «yes he can do it».
all in all i will not be using u haul anymore.
u haul needs to regulate this unfit office!
just look at all of these other issues with this office.
!!!time to get undercover boss in here!!!

The line is slow, so make sure you give yourself a cushion of time. I used the online check in before I arrived, which made the process pretty fast once I got up to the counter.
The lady helping me was very nice — she even made a couple suggestions which ended up lowering my cost.

Rude, lacking in customer service, long waits… Will never go back!

The dictionary describes the term public relations as a practice of creating, promoting, or maintaining goodwill or a favorable image among the public towards a institution or public body. In my personal opinion and of others that have accquired the services of the U-​HAUL UBox scheme, you have epically failed at upholding any type of favoritism with us as consumers.
In early June I rented a UHAUL UBox and was given a delievery date of June 20 to San Diego, CA… DEFINATELY NOT THE CASE!
When June 20 arrived and passed without a box, phone call, or email explaining to me where 95% of my worldly belongings were I of course became panicked. When I was finally able to make my way through numerous transfered/​dropped phone calls I was told the my UBox location was unknown, but should be arriving in California on or around June 29…23 actual days or 17 business days after it was originally picked up. AND AGAIN no box arrived on June 29.
On June 30 I spoke with 2 different customer service representatives. One of which told me my UBox was sitting at the El Cajon, CA UHAUL store. So immediately I was ecstatic UNTIL they told me it had been there since June 24. No one, I repeat NO ONE from that store EVER contacted me to set up a delivery date. No email. No phone call. No snail mail.
Of course this enraged me like it would anyone else in my situation. U-​HAUL is in the «moving and relocation business». How can you be SO COMPLETELY NEGLEGENT?
Finally July 3 I recieved my U-​HAUL UBOX…9 business days AFTER my given delivery date. I just cannot comprehend how as a customer I am told 11 business days for a delivery and it takes 20 business days because of your companies neglent behaivor and lack of consumer service at the El Cajon, CA office. This would never have been a issue if proper steps would have been taken by your staff i.e. email or phone call.
If you are having problems with contacting this stores management it is best to go through the UHAUL customer service phone lines.(it was the only way i was able to get a returned phone call)
Moving thousands of miles is a huge ordeal and UHAUL made the experience increasingly more difficult. It is now the end of August and the entirety of my complaint still has not been delt with 100%. Two months after the fact.
Absolutely stunned by this entire situation.
Something as simple as a phone call or email is all it would have taken.
Amazing how at the end of the day its always the SIMPLE things that matter the most.

For a cross-​country move, I researched the standard options: renting a truck, being moved by professional movers, utilizing portable storage, etc. I was pleasantly surprised by U-Haul’s pricing and the flexibility of their options. At an all-​inclusive rate, the service allowed me to use the box for a month giving me plenty of time to load and unload it.
Sylvia was my contact for U-​Box in El Cajon. She was friendly, professional, and always on top everything. She was a joy to work with and removed some of the pain I was anticipating with my move.

This company has terrible customer service. I would suggest using any other U-​Haul dealer.