Uhaul Arvostelua 

The uhal branch Depanneur Amigos, in Gatineau, Quebec (Canada) stole my money today, July 11, 2026, claiming I drove the truck for an absurdly higher mileage than I actually did, and charged me over $428 extra for this nonsense!

I actually drove only 45miles (72 km) maximum the whole time I was using the vehicle. I have documents of my previous home address and my current rental agreement to prove that the distance between them is no more than 18 miles back and forth, and the road trip from Gatineau to my addresses in Ottawa is no more than 21 miles round trip, but when I returned the vehicle the agent told that I drove more than 300 mile and something, and charged me a huge amount for this non realistic mileage calculation, or even maybe the truck odometer is broken or adulterated somewhat, which is a possible compromise of the vehicle maintenance as well.

Even after complaining just right after I got the final bill, the agen/counter said that he cannot do anything if I didn’t take pictures by myself of the truck odometer when I picked the car up.

So, I showed him that I took only one picture that showed the fuel level, but the car didn’t show the mileage in the picture on that time, so the agent charged me the wrong and abusive amount of $ 428 anyway.

The other HUGE problem is that the uhaul agent/counter is also a cashier at the gas station, which is not good at all because he is at the same time doing uhaul stuff and serving gas station clients, which dramatically slows down the whole process of renting, returning and billing uhaul clients, giving a bad quality service and wasting uhaul customer’s time.

So, It was definitelly a very Bad idea using the uhaul service at Depanneur Amigos (which is definitelly not “amigo”)

Feeling defrauded and scammed, I already called uhaul Customer Sevice by phone to file a formal complaint, and requested to get my money back asap with other proper monetary adjustments, if applicable

Anyway will never go back to use any service at Depanneur Amigos again, as I also wasted much precious time there as well and this situation made me very angry.

I have been a longtime U Haul customer and have rented equipment many times without issue. That is why I was so disappointed not only by this rental experience but by how my concerns were handled afterward.

My original reservation was moved to another dealer the day before pickup because my scheduled location was closed. I agreed to the change because I assumed my reservation would otherwise remain the same. Instead I encountered a process that was very different from every previous U Haul rental I have had.

The employee at the new location relied on someone who was off site to complete the rental and was unable to answer basic questions about my reservation. My online identification verification had not carried over and rather than receiving a secure U Haul verification link I was instructed to text photos of my driver's license to a phone number. I was also never informed that a significantly larger preauthorization would be placed on my card until after I had already left with the truck and received a call that my payment had been declined. While I understand preauthorizations are part of doing business they should be clearly explained before a customer leaves the location especially when the amount is much higher than expected and temporarily restricts access to their funds.

My concern has never been the final amount I was charged. The mileage and fuel charges were accurate. My concern is the lack of transparency throughout the rental process and the inconsistent experience after my reservation was moved.

What disappointed me most was U Haul's response after I filed a complaint. The first representative I spoke with was professional empathetic and took the time to understand why I was uncomfortable. That gave me confidence that my concerns would be taken seriously.

Unfortunately the written response I later received from Area Field Manager Caleb Hamilton focused almost entirely on explaining company policy and stating that no refund was due. My complaint was never about getting a refund. It was about communication security and transparency. None of my concerns about not being able to review the rental agreement before agreeing to it the handling of my driver's license or the lack of disclosure regarding the authorization hold were meaningfully addressed.

As someone who has rented from U Haul for years I expected better. Explaining company policy is not the same as listening to customer concerns. I hope U Haul takes this feedback as an opportunity to improve communication provide more consistent experiences across dealer locations and ensure customers are fully informed before they agree to a rental.

The estimate was half of what it finally cost me, they lost my credit card number at one point, and didn’t tell me I could use their Victoria yard to store the U-Box. Not happy.

I was told I had to ship from Kanata, ON to Richmond, BC where the U-Box would be stored until we got an address to ship it to in Nanaimo. This was wrong. They also have a storage yard in Victoria. Knowing this in advance might have saved me some money.

The cost of shipping from Gatineau, QC to Richmond, BC was roughly the same amount I was told it cost to get it from Kanata to Nanaimo. They hadn’t factored in the last leg of the trip from Richmond to Vancouver Island and then up to Nanaimo.

At one point, they told me I had to re-enter my credit card number because it was no longer on file. The day I found this out, I tried to go onto their web site to re-enter the number only to find out their web site was down. When I called, they claimed this was nothing to worry about, but when a site is down and credit card numbers are involved, my first thought was that they’d been hacked.

All in all, I’m not happy with this service. I was led to believe it would cost around $1800 to ship a single U-Box from Ontario to Vancouver Island and it ended up costing closer to $3400.

I’m not saying you shouldn’t use this service, but make sure you know what you’re getting into. Get your estimate in writing.

Lastly, I hired a third-party company to deliver and unload my U-Box and while they were here, one of the workers guided me through reviewing the service. I thought I was reviewing just the delivery guys and not U-Haul as well. When I went to write this review on the U-Haul site, I was told I'd already submitted a review and couldn't do a second.

If I could give 0 starts I would. I reserved a truck to move a couch for my college age daughter. I made a reservation on line that included a furniture dolly. When I got there, the clerk was extremely rude, said our home town sucked. Didn't allow us to leave our car in the parking lot. The truck did not have the furniture dolly and when I asked about it, he said that he didn't have any and that we'd have to rent it elsewhere. Of course, he said he would not charge me for the dolly, but did anyway. I did rent the dolly from another uhaul location and paid with my debit card. I returned it the same day. I was later charged an additional 22 dollars.

I wish I leave a zero star review this time around. I have rented trucks from U-haul on 2 other occasions and they went very smoothly but my recent move from Hillsboro to Vancouver was atrocious. I scheduled for a 20' truck a week prior to my move out date. Thought all was well until I got a call the morning before my move date that my 20' truck was no longer available at the time I scheduled it for (6am). My options were limited to waiting until 10:30am or going with a shorter truck. I opted for a shorter truck which ended up not fitting all of my belongings and created far more stress to a already stressful day. After I was finished with the truck I fully expected to stick with the very convenient drop off location that we previously agreed to a week ago that was 5 minutes away but NO. They switched the drop off location that was far more inconvenient and about 3-4 times farther away. The cherry on top was once I dropped off the truck I was hit with another $20 charge for breaching the miles traveled. This experience was so unbelievably bad I will never go through U-haul again even if it costs more money somewhere else.

When reserving online, you have the option to either purchase the Collision Damage Waiver (CDW) or decline it. If you choose to decline the coverage, you are presented with the following disclaimer:

“Immediately reimburse U-Haul for damage. The rental trailer you have selected has an approximate value of up to $6,000 USD. Credit cards and most auto insurance policies do not cover damage to rental trailers.”

I accepted those terms and agreed to assume that responsibility.

However, when I arrived at the rental location, I was told they would not rent me the trailer unless I either provided proof that my personal insurance covered rental trailers or purchased their CDW. Realistically, who carries a copy of their insurance policy or contract with them? I was effectively forced to pay an additional 50% of the trailer rental cost for coverage I had already chosen to decline, or they simply would not release the trailer.

THEY DON'T NEED TO BE IN BUSINESS THEY FIND ANYWAY TO GET MONEY
LAST MONTH I RENTED A 20FT AND IT COST ME OVER $300 AND IT WAS RESERVED THIS MONTH A 26FT IT COST OVER $200 BECAUSE I WAS GOING TO BE LATE RETURNING IT THEY NEED A NEW BUSINESS THAT UNDERSTANDS WHEN YOU ARE MOVING AND HAVE 3 HANDICAPPED PEOPLE INCLUDING CHILDREN THAT IT TAKES TIME SOMETIMES TO GET EVERYONE COORDINATED ESPECIALLY WHEN ONE HANDICAPPED ADULT HAS SLOW MOTOR SKILLS

We scheduled to rent a truck over a month in advance, and 24 hours before pickup, we found out tha UHaul changed the pickup location to store an hour away. After calling several locations, who couldn’t help us, and general customer service, who hung up on me as soon as I said hello, there was no resolution. We drove over two hours to pick up our truck to bring it back, and already had a tight timeline with our buildings freight elevator and dock reservations. This significantly delayed our move out.

Additionally, the third party movers we hired through UHaul were horrible. They were late and damaged a lot of our furniture. The movers on the receiving end canceled two hours before our reservation. The movers sent me a text but UHaul offered no resolution until we contacted them. The only saving grace was the one representative who helped us hire another moving group last minute (who also weren’t great).

We will never use UHaul again and would not recommend them to anyone.

I would give them 0 stars if I could.

Scheduled a UBox delivery and unload about a month in advance of my move date. I got a confirmation saying my box had been delivered, only to get another message saying it was delayed. They let me know this on the evening of the day it was supposed to arrive at their delivery hub in my destination.

Once I was able to finally confirm my box had arrived, they then gave both me and my local mover the runaround about when they could actually deliver my stuff to me, first claiming that they received it a day late and needed at least 24 hours to confirm its receipt and release it and then trying to pin it back on me by saying I never scheduled a pick-up. Turns out, all of that was a complete lie and they just didn't bother to schedule anyone to operate the forklift, even though I had this move planned well in advance (and was told by my mover that he had at least one other client scheduled for that day). I took time off of work and am also eating more costs since I can't stay in the place I'm paying rent on and have to pay for other accommodations for longer due to their delay. You not having the necessary people in place for a delivery date you promised is not an excuse.

Mind you, they didn't actually communicate any of this to me directly. I spent about an hour waiting for a callback, only to still be put on hold for several minutes and then passed off to a different department about 6 times. They never actually solved my issue or called me back to follow up with me, but instead reached out to my mover to explain about the forklift. They then told him he couldn't call them back or communicate about the order with them any further since it's in my name. They've not only done nothing to communicate proactively about a delay that's totally their error, but they've then made themselves virtually impossible to get in touch with and have wasted hours of my time making me run them down for an answer.

Save your money. Communication and customer service has been absolutely atrocious. This is not a company that cares about its customers.

Uhaul, vraiment un service de marde! Ils m'appellent à matin pour confirmer ma réservation pour 8h30 demain matin (1 juillet). Tout est beau, on se dit à demain. Ils me rappellent vers 18h pour me dire qu'ils n'ont plus de camion pour moi avant 17h30 le 1 juillet tabarnak.

Well I have made 2 rentals over the past 2 weeks. One of a trailer and one of a 20’ truck. On the trailer the pickup of it went well. Then I get a call later that day asking me to change the drop off location to another location. I finally agree even though it was an I convenience and took more time from my day. This past Sunday o had a reservation to pick up a truck about 2 blocks from my house. Could walk there and get it. The day before I get a notification that I need to pick it up a half hour away at a different location. So I lose an hour of my time. For there and truck was dirty, the inside had a really foul odor and my wife who doesn’t have good smell sense said WOW I can smell that. That means it is really bad. Had to go out and purchase air fresheners at my cost it was so bad. Reached out to Joe the president who copied some others on the email and basically just said that is how it is. I really expected some compensation for my troubles and the extra $20.00 spent on air fresheners because his team ignored the issue. Just doesn’t feel right to me. Expected more.

They called me 16h hours before pickup to tell me they didnt have the truck I RESERVED 2 weeks prior. The only thing they had to offer was a smaller truck 1 hour away from ny appartment. NEVER AGAIN.

Confirmed reservation at local dealer. Received a phone call day before that trailer wasn't available but we could get it next week at a dealer an hour away and return it to local dealer. This was guaranteed. Day before - phone call not available and as this was a Sunday no further info available - manager would call next day in the morning. Someone called in the afternoon to say we could get the trailer from a dealer 3 hours away!!! Unbelievable. Never, ever again will I even consider UHaul. I used to be a dealer myself many, many years ago and stopped because of these kinds of issues. I cant believe they are still this disorganized and unreliable.

I'm writing this review as a 30+ year retired Military Veteran. I am applaud at the lack of customer service help and lack of timely response at UHual. They have a non caring attitude towards their customers because they think you have no other choices!! I will NO longer rent from them again or any of its affiliates. They change pick up locations and pickup times at the last min, literally not informing you until the day prior (I had schedule other Vets to help me weeks in advance) they have this attitude if you don't like it go somewhere else. I will be going somewhere else from now on!! Three times they have changed place and pick up times after scheduling months in advance. No More!! This is how they treat Military Vets pathetic! UHaul do better!

When they tell you your going to be charged a soft charge and you pay in full when you drop off your U-Haul don’t believe them it’s a lie. I needed to split a “soft charge” because my bank was not open due to a holiday. Young man at U-Haul in Avon ma no worries you can put it all on one card when you drop it off!! Lies!!!!! When you move from ma to fl you are already a little stressed U-Haul didn’t make it any easier what so ever!! Unsatisfied and disappointed

So I worked for U-Haul, assisting customers with making reservations over the phone and U-Haul is aware that customers are unaware of their business practice of unscheduled reservations, due to the amount of phone calls I got from customers feeling screwed by U-Hual because they got a call the night before saying like the 20 foot truck they wanted isn't available but there's a 10 foot available 45 minutes away.

U-Haul has 3 types of reservations, Scheduled, Unscheduled, and third type where there's no guarantee of even getting a truck of the wrong size or at the wrong location... But we're mainly going to talk about the Unscheduled Reservations because many people make these kinds of reservations on their own or over the phone and U-Haul has legal verbiage to protect themselves from liability but it's clear by the amount of confused and frustrated customers I spoke with that this business practice isn't made clear to customers.

Consider the customer who book a couple weeks out and thought they had a guaranteed 20 foot truck, 5 minutes away, and the night before they get a call that there aren't any 20 foot trucks but there is a 10 foot that's 45 minutes away. U-Haul can really screw and ruin people through this practice that doesn't make the business practice clear for the sake of business and profit and despite U-Haul's legal verbiage to protect them from liability they should still be held liable because they're aware there is a problem and they're not doing anything to fix it and they're willing screw people for their benefit and profit; also employee metrics like Talk Time, Reservations Per Hour, incentivize the employee making the reservation not to get into the details of this because the reservation just has to stick for 24 hours for the broke employees to get their measly commission on the reservation, it's literally like less than a dollar.

U-Haul has a good sounding mission statement, but when it comes down to it, they're actively choosing their good at the expense of others.

In the booking process I made a reservation online for a one-way rental (unknown to me, accidentally making an in-town reservation). At pick up I attempted to correct the mistake with the agent. When I left the lot I thought the problem was corrected. It was not. 100 miles later U-Haul was no help in correcting any of the mistakes. Admitted no fault. Poor customer service, with a smile. A simple mistake which in good faith I believed I had corrected, and they said I had, cost me hundreds of extra dollars in fees. I will never do business with U-Haul again. BUYER BEWARE.

I reserved a 6 x 12 trailer 2 weeks in advance. Was directed to location that was guaranteed to have it. When I got to the location to pick up the rental trailer, they didn't have it. Offered me to drive 40 mi out of my way to pick it up at another location. That would have been fine had I known that 24 hours in advance or even 12 hours in advance. But instead I find out when it's time to pick up the trailer and leave for my trip.

I had rent the truck 1 month before moving - less then 24 hours, did received a text, no even a phone call... a text to letting me know my reservation was cancelled. I had to go to another leasing truck company to have it one. NEVER again I will rent with Uhaul

Pas efficace comme service. Il ne priorise pas les clients. Ils aiment mieux terminer la moppe au lieu de ramasser les clés afin qu’on puisse partir. Ils prennent des pauses alors qu’ils y a plein de monde qui attende. Il change l’heure réservée. Bref sur le 4 hrs nous avons perdu 1 heure en paperasserie!!!