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A New York plaintiff says U-Haul fails to deliver on its “reservation guarantee” policy, leaving do-it-yourself movers without the equipment they ordered or compensation for their inconvenience.
Plaintiff Trang Nguyen claims U-Haul International Inc. routinely confirms moving equipment rentals to customers who are then forced to wait much longer than their scheduled pick-up times or required to travel to other U-Haul locations.
She says this practice runs contrary to U-Haul’s nationwide advertising campaign which promises movers a “reservation guarantee.”
According to the U-Haul class action lawsuit, the company’s policy states “When you make a truck or trailer reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50.”
Nguyen alleges that reasonable customers, such as herself, would naturally expect that the moving equipment they rent would be at the location they selected or they would receive the “reservation guarantee” compensation of $50. However, she claims that doesn’t happen.
The U-Haul lawsuit says Nguyen reserved a cargo trailer rental online this past April and selected a U-Haul facility in Flushing, New York as her pick up location. Nguyen then received an email confirming her order which directed her to use U-Haul’s “Express Online Check-In” for faster in-store service.
Nguyen says she followed the steps to check-in electronically and received another confirmation of her order which stated “Congratulations, you just cut your wait time in half. See you today at 3:45 pm!”
However, the plaintiff claims that when she arrived at the U-Haul facility she was informed that her name was not on the list of those scheduled to pick up a cargo trailer that day. Nguyen says she showed a U-Haul employee her email confirmation but this “did not alter the representative’s position.” Nguyen says she even called a nearby U-Haul location to see if her trailer rental was there but it was not.
At this point, the plaintiff asked the store employee about the $50 “reservation guarantee” she was owed and was instructed to contact customer service regarding the compensation. Nguyen says she attempted numerous times to collect the $50 but U-Haul “intentionally gave her the run-around, pretending as though she was attempting to place a new order (or had already placed a new order) in order to avoid addressing the issue.”
The U-Haul class action says neither Nguyen nor potential Class Members would have tried to rent moving equipment from U-Haul if they had known the “reservation guarantee” was no guarantee at all.
The plaintiff seeks to represent a Class of all U-Haul customers nationwide who ordered moving equipment from the defendant but were not provided with the equipment at the time or location they ordered it and did not receive the $50 “reservation guarantee.”
Nguyen is represented by C.K. Lee and Anne Seelig of Lee Litigation Group PLLC.
The U-Haul “Reservation Guarantee” Class Action Lawsuit is Trang Nguyen v. U-Haul Co. of New York, et al., Case No. 1:17-cv-03947, in the U.S. District Court for the Eastern District of New York.
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138 thoughts onU-Haul Class Action Says ‘Reservation Guarantee’ is No Guarantee At All
I’m currently looking for a attorney that will help me with my case with you all U-Haul has had my property for 3 years now and you boxes what happened was I was moving from Billings Montana to Eugene Oregon somehow the there was confusion about what I had said is to where I was going and my stuff was scheduled to go to Charlene Washington and that the shipment wouldn’t ship out until it was paid for well I get a notification after a year of trying to figure out where my stuff is at saying that my property has shipped to show me in Washington and should be there on or before July 14th 2020 and in my property doesn’t arrive they guarantee me $50 a day every day is late so between now and then or then and now I have found out that my stuff never even went to chelene Washington it actually bypassed me and went to Pascal which is 2 hours and 45 minutes from Saline and my stuff is still there and the resolution they came up with was if I would agree not just to go after them for the $50 a day guarantee that they will not charge me to ship me my things nor will they charge me the storage cost that is cost them to store the property my answer to that was if my stuff was delivered as directed then none of the storage fees would be a problem and if it would have been paid for before it was shipped out then the shipping wouldn’t have been a problem but you guys jumped the gun allowed my things to be shipped before it was paid and now expect me to pay two shipping fees not going to happen so needless to say my property is still sitting in Chilean Washington I am looking for a lawyer who is willing to take my case I don’t know how long that I actually have to do something about this but I’m assuming that until it’s rectified that that’s the time limit if anybody has any answers or suggestions I’m open
Reservations mean nothing to UHaul. I sold my house, bought one, made ALL my arrangements AHEAD OF TIME! Only to be called less than 24hrs prior by these people to tell me they don’t have a truck! I’m in utter shock! I’m stuck and the only option I have is to pay double to get a full service mover to possibly get me on his schedule. Its irresponsible UHAUL! Stop playing games.
I’ve had the same problem.
U-Haul has the absolute worst trucks, worst customer service, and their “reservation guarantee” is no guarantee at all. We’ve had trucks break down on the road which have caused our company great expense and delays. Recently, our company reserved a U-Haul truck in Fort Myers, Fl. We received several written and verbal confirmations of our “guaranteed” reservation. We flew from Wisconsin to Florida to pick up the truck but there was no truck available when we arrived. U-Haul offered a $50 refund as a their “guarantee” settlement. Do yourself a favor and rent from any company other than U-Haul. We have retained an attorney and are prepared to fight with U-Haul on this. Google: “Class Action – U-Haul Continues to Deceive Consumers with Fraudulent Reservation Guarantee Policy”
no where on the website does it state your location is guaranteed NO company guarantees locations rental locations are based on whether or not previous renters return on time or to their assigned locations. a reservation is just that a reservation there is no guarantee on location if your size is not available they will offer you a upgrade to the next size up. it even states when you make a reservation some one from the scheduling office will call you to confirm time place and location. the class action lawsuits over 50 dollar reservation guarantee wont go anywhere. no where in the policy does it state location is guaranteed. you are guaranteed if you show up to a location that has been confirmed by the regional scheduling department and assigned to you there which you will receive calls and emails about.
That’s exactly right. Once a reservation is confirmed, its guaranteed. U-Haul should clarify. They should say confirmed reso, not just reso.
Even if a reso is confirmed they will never offer anyone the $50 and when you ask they have all kinds of excuses why it doesn’t apply to you.
It actually does state that if ur reservation is modified in any way they guarantee 50
I worked for Uhaul as an at home sales and reservations agent, and to say the least I no longer work for them! They change the rules and processes almost DAILY on how the agents are supposed to take calls, terrible terrible training, lazy managers that either do not answer questions, or take forever to respond. They also change the call monitor process continuously, making agents not make their weekly bonus which is usually at least HALF your paycheck! The process of asking for a credit card BEFORE we even know if the equipment is available is very deceptive to me and unfair to the customers! Not only that I had numerous calls where traffic was supposed to schedule them and customers either didn’t have a truck or it was WAY away from where the needed to pick it up. Not good business practice. I could go on and on about the issues on both customer and employee end. In reality both customer and employees are being screwed by this company. Somehow it needs to stop!
Reserved a truck in Texas. Needed to go to Oklahoma. Showed up at business. Office is closed. Owner finally showed up drunk and said he wasn’t going to rent to us because it was raining and he wasn’t getting wet.
My husband loaded it himself. Went back in and a gun was in the counter. We immediately called corporate. Never heard anything.
SAD and UNPROFESSIONAL.
That’s Texas LoL
I rented a truck a couple of times from UHaul and either the truck wasn’t ready and/or it was full of equipment, not to mention the alignment was completely off.
I live in TN and made online reservation two weeks in advance called the day before I was to pick up the truck every thing was fine for my pick up at 9:00 am the next day. I showed up at 9 the next day and they had no trucks even though I had a confirmed pick up date and four friends to help me move. I ended up having to pay for two extra days at my apartment that they had already re rented that cost me $250.00 plus I had to hire a moving company to move my stuff and that cost me $780.00.All U-Haul offered me for their mess up was a $30.00 credit they will apply to my next rental as if I would ever trust them again.
I ordered a truck for 3:00 pm pick-up online for the convenience and to avoid the lines, however, when I arrived I had to wait in line and it took over 35 minutes to leave the lot. Every time I call U-Haul regarding their $50 reservation guarantee I’m put n hold forever and when I am able to speak to a customer service representative they never seem to know what I’m speaking about. U-Haul should be ashamed of themselves for this false advertisement.
I had the same problem, it’s happening everywhere. Lately, I called Holyoke location for a rental truck and equipment, I have been told that if I want to rent a truck It has to be in person. Ok, I went there and when inside a lady told me that there were no trucks available at the time, but to call other branch for availability I have to sign up the agreement with her and then she will proceed. She called and sent me 10 miles away from there, at the other office they has nothing and sent me to another branch 20 miles away, when there was a truck but the one I was looking for, at the end they rent it for few hours only cause it was rented to someone else for pickup next morning. The only word they used ” Oh, I’m sorry for the inconvenience “