Looking at all of the pictures from our moving day, one thing you won’t see is the 24-foot U-Haul truck we were supposed to moving with and this isn’t due to lack of planning on our part. I did everything I was supposed to – a couple of weeks before the big move, I looked up all of the local U-Haul locations in the yellow pages and called the one closest to our house to reserve a truck. They took my reservation (and credit card numbers) with no problem, told me they’d have the 24 foot truck I’d requested brought into their location in time for our September 29th move, and indicated that it wouldn’t be a problem for us to reserve it from 9am to 9pm that day like I’d requested. Just to make sure, though, they were going to call the day before to confirm that everything was scheduled appropriately.

So, 5:00pm the night before moving day, I realized that I hadn’t heard from anyone regarding the U-Haul rental. I didn’t think much of it because we’d also had our phone service transferred that day, so I thought they’d probably just tried calling during the time that we didn’t have service at our old address and (because I didn’t want them to give our truck to anyone else), I called to let them know we still wanted it. I started by calling the U-Haul location I’d reserved the truck at. They told me that my reservation had been transferred to another local U-Haul store, but couldn’t tell me which one. So, I called the 1-800 number to talk to U-Haul customer service who gave me the location my reservation had been transferred to, but couldn’t give me any details about it. When I finally got a hold of someone at that location, they had our reservation, it was for a 24-foot truck, but we could only have it from 3:30pm-7:00pm because it was already rented to others for the rest of the day. In fact, every piece of U-Haul equipment at that and every other local location was reserved for our moving day … completely unbelievable!

So, I promptly called their customer service back only to find out that the date, time, and equipment that I had requested when I made the reservation were only a PREFERENCE … after providing all of that information, there was no guarantee we’d get any of it, which was exactly what happened to us. After some not-so-friendly words with the customer service representative, I cancelled our reservation and proceeded to call every other moving company in the phone book in the hopes of finding any type of rental truck still available on the night before the last weekend of the month (only the busiest one for moving).

Luckily, we finally found a 16-foot Ryder truck that was available all day on September 29th. The truck worked out great (even though we wound up having to drive almost 20 miles to get it) and we are very satisfied with our experiences with Ryder … although we can’t quite say the same for U-haul.

So, a word of advice to anyone planning to reserve a moving truck in the future … although U-haul may be the cheapest, there’s a reason for it. Don’t make your reservation with them unless you’re ok working with what equipment may or may not be available on the dates and times requested.

Filed Under: Our House


One thought on “Our (almost) Moving Disaster with U-Haul

  1. Tara says:

    I had the same problem with U-Haul 4 yrs ago in NJ. I called some # to make a reservation well in advance. Mind you, it cost me $5 for the pleasure of “reserving” this truck. A few days before the move (which all had to be completed in a day), I called to confirm. The people I spoke with were very iffy about whether or not I would have a truck on the day of the move. So I cancelled my “reservation” and ended up going with a local truck rental that was just at the end of my new street.

    U-Haul argued with me that the $5 was non-refundable because that was to pay for the services of the person who booked my “reservation”. Ummmm…hello…what “service”?! If I didn’t have so much else going on with moving into the moneypit, I sure as heck would have called the credit card company and disputed the charge. Anyway, I wholeheartedly concur with U-Haul being U-seLess!

Leave a Reply