U-Haul

857 ratings (803 Epinions reviews)
Epinions Product Rating: Disappointing
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There's A Reason Why U-Box is so Cheap

Feb 15, 2011
Review by  
Rated a Very Helpful Review
  • User Rating: OK

  • Customer Service Experience:

Pros:U-Box is cheaper than competitors PODS or ABF.

Cons:Late delivery, poor customer service, false promises.

The Bottom Line: Use U-Box only if you cannot afford anything better.  The headache U-Haul caused us made me wish I could have afforded a better company.


My husband and I recently moved across the country and paid for the move out of our own pocket. Before we moved, we sold all our furniture so that all we needed was a moving cube big enough to fit our boxes and a few odd-sized items. I researched a number of companies that could provide this service - ABF and PODS were the more well-known ones I found, and I also discovered that U-Haul offered a seemingly comparable service called U-Box.

U-Box was about $1000 less than the competition, and since our budget was tight, I decided to go with them. The first thing that made me a little nervous was that the moving cube was made of wood, not metal like its competitors. It was covered in a "water-resistant" tarp, but the wood made me nervous both because of possible sturdiness issues, and possible water damage issues.

U-Box told us our cube would be delivered within 11 business days of pick-up. We didn't think to ask ahead of time, but we discovered a few days in that U-Haul does not provide any kind of tracking service. We called the customer service line about one week into our wait to see if they had any idea where in the country our cube was, and we were told somewhat rudely that the cube would arrive in 11 business days, and there was nothing else they could tell us about that.

After our experience with the less-than-friendly customer service representative, we decided to wait and hope that they would deliver as promised. We waited until the 11th business day (counting the pick-up and delivery day). Nothing. We waited another day. And another day. Nothing.

On the 13th business day since our cube was originally picked up from its original destination, we called U-Haul to check its status. This was a Thursday. We were told that the truck with the U-Box arrived 2 days earlier but no one was in the U-Haul Warehouse to receive it, so they were going to try delivering it again on Saturday and they would call us back on Saturday.

Saturday rolled around and when we hadn't received a call by mid-afternoon, we called the U-Haul Warehouse and listened to a recording saying that they were closed on Saturdays. (!)

U-Haul did call us the next Monday to arrange delivery (15 business days after original pickup: 4 business days late). They delivered the box and it seemed to be in decent condition. We found a few of our dishes and picture frames broken, but I suppose that is to be expected with any move.

The day after delivery, we received a final bill by email. My husband called U-Haul to clarify the bill and make sure we weren't going to be charged for anything else, and he was told that because of their tardiness of delivery, they had waived the $70 delivery charge. At that point, I decided not to write the bad review I am writing now. Waiving the $70 fee seemed like a nice gesture on their part.

Two weeks later, a $70 fee from U-Haul showed up on our credit card bill. My husband called U-Haul and asked them about it, reminding them that they had waived that charge in good faith because of their tardiness of delivery. They didn't recall that conversation and told us there was nothing they could do.

So we paid the $70 delivery fee that they told us they would waive.

Would I use their services again? I guess so. If I had to. They saved me a lot of money (despite the un-waived delivery fee), and I'm in a position where saving money is the most important thing above almost everything else. But if I could afford to use ABF or PODS instead, I definitely would. U-Box had poor customer service, promised things they didn't follow through on, and just generally gave me a headache.


Recommend this product? No


Punctuality: Showed up late
Ease of Filing Claim: N/A
Lost Goods: No
Amount Paid (US$): 1750

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