Below is a letter I wrote after my experience this weekend with a local branch located in Moncton New Brunswick, Canada.
I reserved the trailer online, confirmed order over the phone on Monday March 4th, 2013 with Mathieu Michaud. Confirmed towing vehicle, confirmed vehicle to be towed, confirmed equipment compatibility and availability.
We arrive at uHaul at 10am on Saturday, March 9th, 2013. Now the towing vehicle was not compatible, after telling me it was compatible over the phone a week earlier. Car was too wide to fit on regular trailer, had to book a different one. Was at uHaul for well over an hour getting this sorted out. I made sure the reservation was made well in advance because I had only Saturday March 9, 2013 to do this tow. I spoke to Mathieu on March 4th, 2013 and he verbally confirmed my order, in fine detail. Reason for this is because we had a mix up months earlier that was devastating for us, which I will explain further down in this email.
After being told the towing vehicle was not compatible, I had no choice but to rent a uhaul truck for this tow. If I would have known this in advance I would have borrowed a relatives full sized 4x4 for this job (2012 Ford F250 4X4).
Further, Mathieu Michaud promised a $0.49 per Kilometer rate. You will clearly see on my contract that it came out at $0.55 per Kilometer. When I asked him to correct this, he said: "Well what the hell do you want me to do, start all over again?". I simply told him that his customer service is the worst I have ever seen, and I left the uhaul store. I decided to leave because we had been in the store for well over an hour at this point and we were running quite late. One thing further, the truck was listed as having a full tank of fuel. The trucks fuel gauge was a little bit below 7/8 when we left, but I only noticed after we had driven approx 1-2 Kilometers, so I pulled over, and took a photo of the fuel gauge. I was also charged $29.99 for the 14' truck when it is clearly listed as $19.99 for that location on your website. I took a screenshot of this, and I also took a picture of the fuel gauge and mileage both before and after the trip as proof of the fuel gauge not being full. I have all of this, I will send it to whoever contacts me.
Having had this news, a $75 trip turned into a $430 trip, which I cannot afford. We also had a reservation in June 2012 where we reserved a vehicle 3 weeks in advance to make a province wide move, the vehicle was not available on the day we went to uhaul. This made us scramble and we ended up renting a Ryder truck (last one in the Moncton area available that day). The reservation would be listed under (removed) or (removed) with the date range of June 28th - June 30th 2012.
For all my troubles, I am looking for a complete refund for my $430 reservation yesterday (March 9th, 2013). I am stunned as to how bad of a company uhaul has become. I do, however, think the biggest problem with uhaul in the Moncton area is Mathieu Michaud. I have never met anybody in my entire life who treats people the way he treats people, let alone customers. If this is the type of person you choose to represent your business, you will never live up to the name that I know uhaul can.