Subject: Unacceptable Service and Request for Account Deletion I am writing to express my absolute frustration with the horrendous experience I had with U-Haul from May 8, 2025, to May 10, 2025. What should have been a simple truck rental turned into a nightmare, costing me over $500 and subjecting me to poor service, disrespectful behavior, and a complete disregard for my time. I am done with U-Haul, and I am requesting that my account be immediately deleted. I will no longer support a company that fails to treat its customers with the respect they deserve. Key Issues Deliberate Time Wasting by U-Haul Staff I cannot list every single person I spoke with, nor do I want to. However, every moment I spent on the phone with U-Haul was just another moment my time was wasted. The reality is that everyone I spoke to added to the problem. The agents and supervisors I interacted with made no effort to actively listen to my concerns or provide helpful solutions. Every single interaction resulted in delays, miscommunication, and incompetence. I was repeatedly transferred to the wrong departments, including being sent to the international line twice, which only caused further frustration since the 2nd time I was sent there it was 6:00 AM PST. I am going to send a letter to the Nevada Attorney Generals office because UHAUL doesn't deserve for this to be brushed under the rug SO THEY CAN CONTINUE BEING NASTY TO PAYING CUSTOMERS WHO KEEPS THEM EMPLOYED! Unprofessional Behavior and Lack of Active Listening A key issue I encountered was the lack of active listening. Staff members repeatedly interrupted me, assumed they knew what I was going to say, and ended up completely misreading my concerns. This was especially evident when I spoke with Sabrina, a supervisor on May 9, 2025. When I tried to explain that one of HER agents had harassed me by calling my phone six times on May 8, she immediately started interrupting, acting as though she already knew what I was going to say. I had to speak over her and point out that she missed the point when she forgot to actively listen. Despite realizing her mistake, she tried to make it seem like I was the problem, which was completely unprofessional. Melissa the unprofessional agent on 05/08/2025 in TRUCK SHARE heard what she wanted and interrupted the rest. During the call I mentioned that I was advised to call and I asked her for a supervisor. She continuously wasted my time with her thoughts. I asked for her name and she said "MY NAME IS LI - I CAN HELP YOU". I said, I didn't get your name and in the same breath she said, MY NAME IS LI-ICAN HELP YOU. I said, you can't help me if you are having issues with your name. I asked for it and you played games. She then said, you don't need a supervisor, you need roadside assistance and besides everyone is gone for the day. I shared that I need the supervisor to report her so yes I do need a supervisor. My inquiry was rejected so YOU DO NOT DESERVE REPEAT CUSTOMERS. This same idiot who called me 6 times shared her name as Melissa when I asked AGAIN! Her behavior during work only proves she's not fit to remain employed. How tacky can you be when you are hired and use that time to play on customers phones. SHAME ON UHAUL for hiring that! Failure to Correct Mistakes and Deliberate Miscommunication On May 10, 2025, Ryan, a manager in the Truck Share department, called to inform me that I had until 2:00 PM to move my car, or it would be towed. However, he incorrectly recorded the time as 12:00 noon instead of the 2:00 PM deadline we agreed upon. This error could have caused my car to be towed, adding more unnecessary stress to an already frustrating situation. Rude, Dismissive, and Unhelpful Attitudes Everyone I spoke with, from agents to supervisors, gave off a clear sense of disinterest and disrespect. They were tired, rude, and uninterested in actually helping me. Instead of addressing my concerns, they gave lame excuses, misdirected me, and offered no real solutions. When I asked for help with the self-check-in process, I received nothing but dismissive attitudes. Even after spending hours trying to resolve my issue, I was still met with poor customer service at every turn. This behavior is unacceptable, and I will never tolerate it again! Unacceptable Delay in Resolving the Issue From 4:30 AM to 7:00 AM on May 8, 2025, I was treated poorly by every single person I interacted with. Despite calling multiple times for assistance, no one took ownership of my issue or worked towards a resolution. By 7:00 AM, I decided not to comply with the request to return the truck early—even if I finished early—because at that point, I had lost all trust in U-Haul and did not feel obligated to reward the company for their appalling service. They were aware that I left at 7:00 AM and I made them aware that my pick up time was not corrected. I ran into people stating that I am 24 hours AS IF there is only one time that could be 24 hours. JUST IDIOTS speaking to me like I didn't need to worry about the time to bring the truck back, because I am 24 hours. I asked if the return time said 7:00 AM and it did not! I had to deal with more clowns just to get them to fix the damn drop off time. AS IF THEY WERE UNAWARE THAT THEY WASTED HOURS OF MY TIME! I absolutely refuse to take their Sh**. Had everything worked as planned that truck was being returned AT 7 AM. General Lack of Care for Customer Satisfaction The overriding issue here is that U-Haul simply does not care about its customers. From the moment I called to pick up my truck to every interaction thereafter, U-Haul staff were unhelpful, rude, and failed to take my concerns seriously. They acted as if my time and concerns were not important. It is clear that your company has a fundamental problem with customer service, and it needs to be addressed immediately with FTC and the AG. Final Decision I am done with U-Haul. I will not be doing business with a company that treats its customers this way. Save your excuses, as I will not accept them. The time wasted, the poor treatment, THE FIGHT just to get a manager and the sheer incompetence displayed by your staff will not be tolerated. U-Haul is out, and I will make sure to leave reviews everywhere I can to warn others about your disgraceful service. 05/10/2025, at around 1:40 PM I called customer service because the agreed 2 PM drop off showed 12 PM instead due to the ignorance of a manager. I will not waste my time with an agent who's job is the lie! The female agent names D. was updated on this issue that could have gotten my vehicle towed. I WANTED A SUPERVISOR AND THIS PERSON CONTINUED DOWN PLAYING MY CONCERN AND GIVING EXCUSES. I DON'T NEED THE FU****EXCUSES! Train these assholes so they can transfer the fu**** calls already! Please delete my account immediately. I will not support a company that allows such nasty behavior to continue. If I can't call and get a supervisor, THEN YOU CAN'T GET ANYMORE SERVICE FROM ME! If your staff cannot treat customers with respect, you should consider closing your doors. Start with me—I will not reward U-Haul for bad service, and I will not support a company that fails to treat its customers correctly. I expect a response to acknowledge this complaint and confirm the deletion of my account. Do not make excuses.
CHEKESHA D
StorageOne Rentals Decatur
(U-Haul Neighborhood Dealer)
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Everything was great. It was very customer friendly and the lady that assisted us was beyond excellent. I’m sorry I don’t remember her name. Thank you for making our life easier and being so kind!!!
Janie PGood
JUAN GSherri, was perfectly customer service oriented, friendly, and extremely helpful.
MICHAEL MExcellent customer service. Very helpful. Sherry is an asset to this location. Very clean office and equipment runs great!!! Thank you 💕 so much.
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