uhaul Complaint

uhaul Complaint


Ricc's Picture Reviewed by Ricc

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U-Haul Guarantee is Fake


So, this review is for U-Haul in general, but I did deal with the staff and manager at the Gardena location. I made what I believe to be a reservation by phone. I reserved and scheduled to pickup a cargo trailer at the Gardena location and gave my credit card information. A while later I get a call from U-Haul informing me that the location that I reserved and scheduled my pickup from does not have the trailer after all, even though I had also checked the availability through the online reservation and scheduling process. U-Haul informs me that the trailer is not available for that location or that day, but they do have one available on the following day at a location 55 blocks further away from my preferred location. I tell them okay. I go online again and notice a location closer to my home that shows one available for the day I originally scheduled. So I go to this location, about ten minute from me, personally. I schedule the time that I will pickup from that location. I get a printout that clearly reads, "Order/Reservation confirmation # ********last name". It shows the location name, address, date and time of pickup. About five hours later I get a call from a U-Haul representative telling me that the trailer will not be available at the location I reserved do to an emergency of the person whom was supposed to return it. The representative proceeds to tell me that a location about 40 minutes away shows that it has it for my time and date-REALLY!! U-Haul has this guarantee that now seems to be bogus and worthless. It states: "$50 reservation guarantee

When you make a truck or trailer reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed.

Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50".

So, I go to the Gardena location to collect my $50. The run around begins! I am told that the guarantee is a preferred location and not a guarantee. I tell them this is my preferred location and I gave my credit card number and received a confirmation number. He tells me that U-Haul determines preferred location. I tell the manager that preferred refers to the customer not U-Haul, otherwise the word or the guarantee makes no sense! The manager then tells me that it is location specific and I should go to the other location to collect my "guaranteed $50". I tell him that U-Haul is U- Haul and the location to collect the "guarantee" should not matter. I call the 1-800-U-Haul number and tell the same story and the representative starts talking about preferred location just like the manager. So, realize that this is a standard line given to avoid the guarantee-despicable behavior by a company but what can consumers really expect when we don't hold them accountable by not patronizing their business or writing reviews such as this one. I do not recommend using a dishonorable U-Haul if possible.


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