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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
You can add me as well.
I tried to use U-Haul just a little bit over a year ago …. said that they would have a truck for me…. but had to go with Penske because they said I would have to drive over a 100 miles to get that truck from U-Haul, and then it would be a truck that was too small for the move! Even though I made reservations six months in advance with U-Haul.
Add me to uhaul case , waited hours for truck and not the size we ordered no equipment to move furniture though we reserved it
Over the years I’ve always used U-Haul thinking that they were the best, but I was wrong. I’ve moved ALOT and the last truck that I rented was never cleaned out and there were items still in the back of the truck from the previous move (mats, pads, boxes, etc). And if that wasn’t bad enough, the alignment on the truck was nonexistent. I had to hold the steering wheel hard to the opposite side of the way in which I actually needed to turn. I will NEVER use U-Haul again.
In 2011 we had a nightmare with uhaul. Told we could pick up a truck and car hauler trailer at 8 am. Traveled an hour away to Uhaul dealer. Had to wait till 9 am for them to open. Then they did not have our truck and we had to wait another hour to get the truck, then were informed that we had to go to different dealer to pick up the car hauler. By the time we got back to our house it was 4 pm and we had to be out by noon the next day. Just about killed us packing the truck so quickly. Then, on top of all that, the d*** truck would not go over 10 mph crossing the mountains. What a nightmare. Please add us to the list.
Pls add me also
Add me, too. I had no idea there was a $50 rebate for waiting. When I rented in KY the guy had me on the phone for 20 minutes. He also runs a gas station. When I went to pick up it was another half hour while I and my friends waited for his computer to work. Then when I returned he was sitting in another truck on his playing with his iPhone. I stood outside the truck for 10 minutes in the rain while my friends waited again. I finally yelled at him that I had to go. He rolled down the window and said some people who just drove up were before me. I said no way and demanded he check me out. He did but got all pissy about it and wouldn’t give me a receipt saying his printer was broken. Then he dismissed me and said he was only in charge of giving out keys. He is the owner of the station so I said “I better get an email receipt.” and left. I did get a receipt but I still wrote a bad review to UHaul.
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Add me as well to Uhaul case