I am filing this complaint regarding a catastrophic failure by U-Haul to safeguard my property and to provide basic information needed to recover it after it was towed, which ultimately resulted in the total loss of nearly all of my belongings. I rented a U-Haul trailer to move from Ohio to Florida. After fully loading the trailer with all of my personal belongings, my apartment complex had the trailer towed. The tow company refused to release the trailer to me and stated it had been returned to U-Haul. From that point forward, I contacted U-Haul multiple times seeking assistance in locating and recovering my property. For an extended period, U-Haul could not tell me where my trailer had been taken. After repeated calls, I was eventually told that I had three days to recover my belongings, but U-Haul still could not identify which U-Haul location had possession of my trailer. With no guidance or support, I personally drove to every U-Haul location in the city searching for my trailer. No employee at any location could provide information or assistance. On the third day, I went to the U-Haul location at 1739 West Alexis Road, Toledo, Ohio, and asked directly if my trailer was there. I was told it was not. Despite this, I drove around the back of the building and discovered my trailer sitting on the property. It still had a parking violation sticker from my apartment complex attached, confirming it was my trailer. When I opened the trailer, I discovered that it had been broken into and completely ransacked. Nearly everything inside had been stolen. I lost tens of thousands of dollars’ worth of property, including but not limited to: A box containing all of my jewelry and multiple Rolex watches My entire professional photography studio, including all cameras, lenses, lighting, and equipment A small safe that was inside the trailer Personal belongings accumulated over many years My father’s urn, which was smashed and desecrated The trailer had been locked when it was towed, and it is clear the lock was forcibly removed. I immediately contacted U-Haul multiple times after discovering the theft. I left numerous messages for regional leadership and anyone I was referred to, including individuals described as area or district leadership. I never received a meaningful response or return call. I was ultimately told there was nothing that could be done. When I spoke with the manager of the U-Haul on West Alexis Road, she was dismissive and rude and stated that no one had opened the trailer or stolen anything. This statement is demonstrably false given the condition of the trailer and the total loss of its contents. As a direct result of U-Haul’s failure to: Track and disclose the location of my trailer Secure my property while it was in their possession Respond appropriately after the theft occurred I lost virtually everything I owned. I was forced to remain in Ohio instead of completing my move to Florida. I had to start over from nothing and purchase replacements for basic necessities, which caused me to max out my credit cards and severely damage my credit, and even then I was only able to replace a small fraction of what was stolen. I am seeking accountability from U-Haul for their negligence, failure to safeguard my property, and complete lack of customer support following this incident. I believe U-Haul bears responsibility for the loss of my belongings while the trailer was under their control and stored on their property.
Justin H
Bernthisel Self Storage
(U-Haul Neighborhood Dealer)
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Truck was dropped off after hours, no personnel interaction.
DAVID CMike was great. He explained to me that if I ordered online I would likely have my desired location changed. Now why would I want that. By ordering thru him I was able to get the unit delivered to his location instead of one determined by corporate. Mike was great and really made the experience a good one. The corporate model sucks.
MICHAEL NDropped off Trailer on a Monday at 2 PM. Nobody working at the location. Just used the app to register equipment return.
Rick HAll good
JEFFREY S