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uhaul Complaint - Bait & Switch
uhaul Complaint

uhaul Complaint


Bait & Switch

I reserved a 20' truck three weeks before my pick-up date. I called the day before to confirm (because they did a bait & switch on me last time), and they said that my truck's "brakes don't work." As there were no other 20' trucks available, I was stuck with a 14' truck. Instead of taking 1, MAYBE 2 trips, it took me 3 trips to load and unload the truck. It was a 25 mile drive, so it added several hours to move, extra gas, and extra mileage. The U-Haul rep showed up 20 minutes late to opening even though he knew I would be there before they opened. I was given an extra day and 10 miles for free, but it doesn't account for the extra 50 miles, extra gas, and extra labor that they caused me. I will not be using U-Haul ever again. They clearly do not care about their customers.

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MDPalm says: (5 years ago)
My name is Maria Palmisano and I am with U-Haul International. I want to offer you my personal apology for the inconvenience you experienced. I would also like the opportunity to research your concerns further to reach a more amicable resolution. Please provide me with the name of the lessee listed on the rental agreement, the date of rental and the address of the U-Haul location you rented from. You can email me the information at maria_palmisano@uhaul.com. It is only through communication with our customers that we realize what programs are working and what areas need attention, therefore, we appreciate your feedback. We also want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Thank you and I hope to hear back from you soon.

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