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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 had this happen, only I couldn’t drop off the truck at the agreed upon location. They made me travel to other locations. When I got there, they were full after driving an hour out of my way. Then they wanted to charge additional time for not having the truck returned at the agreed to time. Finally left the truck at a full location, dropped off the key and ran! Jerks.
Please include me had several of them
You were refused for being ignorant on how this works!!
Please include me
You were refused for being ignorant on how this works!!
This happen to me last October 2016 the truck and car dolly I had ordered was not at the location and I had to drive over 50 miles to get the car dolly after getting a truck. Never was compensated for the extra miles nor the guarantee. Will never rent from them again.
This happened to us last year when we moved. When we got there, the truck I reserved was not there and they only had a smaller size. I had no choice but to take the smaller one and make it work. I will not rent from U-haul ever again.
We had two U Hauls “reserved” on or around March 12th, 2016. One was ready, the other not. Plus, they claimed that one truck wasn’t available to extent the rental time on–yet after we turned it in….they suddenly “called” and “to tell us” our “truck was ready” !!!
Plus, they jack you up. You reserve a small truck at a good price, and suddenly when you get there they attempt to rent you a larger more pricey truck.
There is always some stunt or game with this company. I think it’s because U Haul has “franchised out too much’ and anyone with any kind of “no ethics” can rent U Hauls.
We had a truck reserved and it was not there. We had to scramble to find another truck for a big whole house move on a tight schedule.
This happen to me last year. When I got to the Thailand location for the pickup they had given the truck to someone else and I had to go over 2 miles to get a unsullied of the size I needed.
This happened to me twice last month with U-Haul.
Oh, shut up. Obviously you’ve never been grossly inconvenienced or totally screwed over in a move, probably had mom and dad handle it for you. I was moving from Florida to Indianapolis and they gave away the car dolly I had reserved. I had to wait 2 hours for them to find one from another location, go get it and bring it back. When one is making a long distance move, one plans on getting on the road at a certain time to avoid rush hour traffic and so on. I NEEDED a car dolly, otherwise I would have had to leave my vehicle behind. I don’t care about $50. I DO care about getting the equipment that I reserved at the time and location that I specified in my reservation.
We made reservations and when it was time to pick up truck i had to pay more they didn’t have that size available