U-Haul Moving & Storage of Rutland

Ben Hsiung

Moved across the country to Vermont and had a UBox pod shipped to this store. Pod was not delivered on time and the driver left with my container on the back of the truck because nobody was forklift certified to unload it. Don’t bother calling for help - the shortest wait time I could get was 30 minutes. Most calls would be redirected out from the store and to the call center. Nobody answers the phone because the owner is usually out in the lot chatting. Had to make multiple trips to talk to a them in person. Place was dead empty when I pulled up - why can’t you answer my calls? When I did talk to him, the owner sat back in his chair and couldn’t care less that my box can’t be located and can’t tell me when to expect it. To quote him, “well we don’t know where your container is or when it will get here but it’s not lost.” Save your time and brain cells and take your business elsewhere. And no, I still don’t have my stuff.

Alex Daniels

Scammed by Rutland Uhaul. I rented a Uhaul van for 24 hours. The daily rate, included free-milage, additional milage rate, and one day insurance all worked out to be about $100 (I was able to closely guesstimate how far I would drive). I told the man at Uhaul that I might bring it back that night, or possibly the next day. He said it was an extra charge to drop it off after-hours, unless I downloaded their App. I had no desire to give Uhaul access to my phone, or pay them $25 for nothing, so I said--maybe I will return before close. If not, I'll come back tomorrow. No problem, he told me. Whatever works. It's a 24 hour rental rate--it doesn't matter. I didn't look deeply at my contract because I wasn't expecting to be screwed. He put on the contract that I would be returning it that same day, before close, as I had suggested I might. So even though I signed a contract with certain prices (that are an option for a 24-hour van rental) Uhaul NULLIFIED my contract. As I had 'Broken the Contract' by returning it the next day. I had agreed to a 24-hour package, but I also 'agreed' to return it early. An arbitrary return date and time box filled in, by the man at the desk, to read 7pm of the first 'day' (less than eight hours in). And when I didn't return this Uhaul sixteen hours before I had to, they CHANGED the terms of my contract. And suddenly it cost $200 instead of $100. They changed the amount of free miles I had, the daily rate, the rate of additional miles, and they charged me for two days--both at the daily rate, and an extra day of insurance. The insurance rate was the only rate that stayed the same, although they were now charging me for two. Good luck ever getting anything back from Uhaul. I got $50 back--there was really no way they could argue I had it for two days when in fact I kept it under 20 hours. The day I saw this charge, Uhaul's main call center appeared to be shut down. I called fifteen times--every time, after picking from the list of numerical options, it hung up on me. I tried every option. By the afternoon of the second day, I was able to get on hold. For two hours. When I finally reached someone in the call-center (you can't call a store directly, and I was moving a couch FROM Rutland--it would've been a three hour round-trip to visit Uhaul to talk..which is almost the amount of time I spent anyway...)--the man at the call center went with the party line that whatever it was was TOTALLY MY FAULT. Because, you signed the contract, bro. I told them I had been charged through Amex, and that Amex is quite strong in protecting their customers in such situations--and it wouldn't be the first time they've gladly canceled a bogus charge for me. At this, Uhaul changed their tone a bit--dang, he didn't use Capital One--and I was promised an email would be sent to the location manager. And that he would contact me. Two days later I had to do this multiple-hour phone call farce again. Finally, the manager emailed me. He basically said it was my fault. So I emailed him copies of the actual contract I signed, versus the rates Uhaul.com claimed I agreed to. He said all he could do was refund the extra day and insurance--that I signed a contract, bro--which implies that if every Uhaul employee wrote down the wrong return time, and about 90% of people weren't paranoid to look for it--Uhaul would be allowed to do this every day. I was civil, but he didn't respond to any further emails. Basically, they stink. You're going to use them because you have to. And on the Corporate level there is no reason to dissuade this behavior because Uhaul has such a corner on the small-truck market that my local UPS store seems to have recently bought an old uhaul, not even painted it, and is currently delivering packages around town. Amex does protect its customers. If I had really pushed back, I probably would've gotten the remaining $50. But as it was, I had already spent almost five hours getting $50...and I didn't view $10 an hour as being worth my time. You'll use them because you have to.

Martha Perantoni

Desk personnel acted as if they couldn't care less answering a very simple question. And the young man from the Weston Playhouse who barged in front of me took the prize for Rude of the Day. Remind me to never frequent either of these organizations.

Jennifer Hadley

I had such a great experience! I knew I'd be picking up late so I called the national UHaul office to let them know I wasn't sure of my arrival but I was definitely coming. They cancelled my order anyway. But the staff at the location was totally ON IT and they took great care of me. They certainly went above and beyond. I cannot recommend them highly enough - I heard them talking with other customers and the service is just excellent. They really care which is so nice!