Report: #1145333

Complaint Review: U Haul

  • Submitted: Fri, May 09, 2014
  • Updated: Fri, May 09, 2014
  • Reported By: Bradford — Granger Indiana
  • U Haul

    South Bend , Indiana

U Haul Manager: Shawn HarrisonCustomer Service Manager: Todd Liars renting junk South Bend Indiana

*Author of original report: Customer Service

*UPDATE Employee: U-Haul Cares

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I rented a 26 ft U Haul truck on April 30th, 2014. I sent our driver to pick up the U Haul at the Western Avenue location in South Bend Indiana. Upon arriving they measured the fuel guage on the level part of the parking lot and made notation at half a tank. Then moved the truck to the unlevel area of the parking lot for pick up. When my driver picked the truck up it had a difficult time starting, having to be pumped several times before firing up. We used the truck 4 hours over the alloted time (I called and made arrangement for this) and was charged the extra day (no problem there, although I believe if I'm paying for a day I should be able to keep it another day but that's another story). We used the truck for a total of 60 miles only 6 of which were loaded with items. We pulled into a station 2 miles from the drop off and put the tank at the starting level (1/2 tank) and it took 12 gallons (5 miles to the gallon). Upon arriving at the facility we pulled into the lot (uneven part). Upon inspection the manager Shawn said that it wasn't on the half mark and we needed to put more gas in it or he was going to charge us $30 plus $5 a gallon for the gas. We went directly across the street and put in an additional 2.5 gallons (now 4 miles to the gallon). I told shawn that the vehicle had problems starting and that the transmission was slipping and I would like to have a fuel adjustment. He said that it didn't matter and he wasn't making any adjustments. I paid the bill and said that I would be filing a customer complaint. He didn't care (now I understand why).

    I called customer service and filed a complaint (Thursday) and was told that I would hear from a supervisor within 72 hours. Tuesday I called to follow up and was told that weekends don't count and I would hear something by the next day (Wednesday). It is now Friday and I made my follow up call. All of a sudden they cannot find my complaint. So, Todd gets on the phone and tells me that these trucks are maintained every 5K miles and that the trucks read the same on the tank no matter what angle the truck sits and that 4 miles to the gallon is standard for these trucks.

Here's the truth: I am an SAE Certified Mechanic of 35 years so I know how many miles these engines get per gallon on average (not to mention the fact that we've rented the same size trucks from this facility and averaged empty loads at 8 - 12 mpg). Second... the gas guages float in these vehicles and are not "Stable" and float just going down the road. Todd was giving me a bunch of pad answers and everytime I challenged his answers he got defensive. You could tell he was just reading off the contract when I asked him specific questions. Furthermore, these vehicles, if checked every 5k would be in service for a slipping transmission. The attitude of the people that they put in charge of these facilities and customer service sucks. Whatever happened to "Take care of the customer?". We rent an average of $3K a year in trucks and will no longer do business with UHaul. I will not only refuse to do business with them I will also let all those I do business with that also use their facility to seek services elsewhere. As I review complaints against UHaul I see that they are no longer the trusted truck rental facility of yesteryear. Go to Penski or anyone but UHAUL. 

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Updates & Rebuttals


#1 Author of original report

Customer Service

AUTHOR: Bradford - ()

After filing this complaint I was contacted by Craig Wilson who displayed the professionalism that I would expect from a company. He was apologetic at the circumstances that surrounded my complaint and stated that he would investigate the matter and deal with it appropriately. He offerred to adjust my bill but I didn't see that as necessary. I was more concerned about the service I received at a facility that I had used without incident many times before.

It wasn't about the money. It was about the quality of service. Our organization uses U-Haul on a regular basis and expect professionalism and Craig was the absolute professional and reflected what U Haul's mission stands for. So, in conclusion, I would like to recommend U-Haul for your moving and storage needs. Just remember to expect the best and if you don't recieve it follow up with management.

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#2 UPDATE Employee

U-Haul Cares

AUTHOR: Maria p. - ()


My name is Maria Palmisano and I am with U-Haul International. I want to offer you my apology for the inconvenience you experienced as well as any rude behavior you incurred with our staff at our South Bend U-Haul location. We would like to research your concerns further and offer an appropriate response. Please provide me with the name of the lessee listed on the rental agreement and the contract number if available. You can send the information to me at Please refer to Review# 1145333 in the subject field of the email. Again, I do apologize and look forward to hearing back from you soon. It is only through communication with our customers that we realize what programs are working and what areas need attention.

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