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U-Haul Complaint - U-BOX & CUSTOMER SERVICE - U-Box
U-Haul Complaint

U-Haul Complaint



My experience with U-haul --in Tucson, Phoenix and every other location I've had to deal with in this one move--was absolutely horrible. Please, do not support this company--the customer service is extremely poor, ranging from rude to incompetent, and the product is overpriced and unreliable.

For those who want to know exactly why I say this, read on. It's a long and epic journey.

I rented a U-box to assist me with a move from Tucson, AZ to British Columbia. When the U-haul rep arrived to drop off my U-Box, she had no U-Haul customs forms and no idea that my goods were being shipped to Canada. She said not to worry, and that she would bring the paperwork with her the next day and we could do it up quickly before she took my stuff. The next day she arrived 45 minutes early to tell me that there are several things not allowed in the container and she would be back in an hour so that I could take anything I needed out of the box. 45 minutes, to unpack my entire box and go through anything not allowed? Please note that U-Box has more restrictions that what one could simple carry over the border in a suitcase, so this information was not intuitive. Next she takes the paperwork and e-mails me a copy. Little did I know that I MUST have the original paperwork (which she insisted on taking), and so I got held up at the border trying to get into Canada, and I later had to have the paperwork fed-exed to me because there was no way I could clear my goods at customs if I did not have it. U-haul paid for the fed-ex, but the only reason it was even sent to me was because I was continuously calling to see where my box was, and the problem came up. Had I not been diligent, I would have made the trip to customs, and been denied my things.

Which brings me to another point--U-haul could have my things shipped straight to Vancouver Island, but in an effort to save themselves some money, they simply brought it the Canada-America border for me to clear it. This meant that I had to pay for a ferry ride to Vancouver, and drive down (quite pricey to do with a car). There were several places I could have gone to on the Island, but U-haul decided not to send it there.

The customs and broker people were lovely--it was all thanks to them that I even got my things. They allowed me to come later than the normal business hours, because U-haul, of course, e-mailed me at 1:30PM to tell me I had to clear my stuff within 48 hours or I would be charged 150$ per day. This much notice to cancel work, and book myself on the ferry to get to the border.

My things arrived two weeks late. No compensation was offered. More importantly, no apology was ever given. During this time, I spent countless hours on the phone with U-haul--no one could ever tell me where my box was or when it was arriving. More than 10 times (I KID YOU NOT), I was "accidentally transferred" or hung up on. Again, no apology, and I was often treated rudely for simply wanting to know where my things were.

There is SO much more I could tell you, but this is getting really long so I'll stop. I do want to say, however, that I honestly was fair and polite with U-haul. At times I was frustrated--often I was--but I never swore, made ridiculous demands or screamed. I did not deserve the kind of treatment I received. I haven't even made my objection yet just because I wanted a break from their horrible representatives.

Please, don't support a company that thinks its acceptable to treat people this way! I spoke to several people about this experience, and all reported similar encounters. I will be reporting them to the Better Business Bureau, and I will be telling everyone I know to avoid this company.

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