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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 live in GA. The same thing has happened to me. Not once but twice in the past 4 years. Had reservations both times at specific pick up locations. Go to pick up location, size of truck on reserve not there and tell us there’s one 12 miles away (hikes up mileage) get there and they give us a price almost double!! Second time no truck could even be located within 25 miles!! UHAUL SUCKS!!!
I reserved a Uhaul storage in Albany New York and when I went to Uhaul hours later, they had given it to someone else leaving me to have to pay for a bigger size storage that I didn’t needed.
I rented a van from Uhaul for two days from July 14 through the 16 and received a receipt for the money paid from my debit card and Uhaul illegally and unlawfully took extra money from my debit card on the 18 of July without my consent. It was a western union prepaid card that they stole the extra money and still haven’t contacted me after calling about 20 times. This is like me paying for the holiday Inn for two nights with a debit card and leaving the holiday once I’m done and the holiday inn decides to take more money from me because they still have my debit on file. Thus took place at the Uhaul in Albany New York in Broadway
Same thing happened to me in Cameron NC in July of 2013 I had to settle for a smaller cargo trailer that did not hold all my belongings and had to leave stuff behind that I had to replace when I got back to NM
So glad there is a Class Action suit regarding this. Same thing happened to me, this has been standard practice for years, the U-Haul employees are totally aware of this and do nothing.
Please add me also had this happen to me 2 weeks ago. Had a reservation to pick up a trailer from the UHaul here in town only to find out that we now had to drive 60 miles to another Haul to pick up a trailer. Then to add icing to the cake they wanted us to return it to another Uhaul 60 miles north to return it to another facility when the Uhaul here in our town is less than a mile from our home. This is redicules to make us drive that far when we are both in our 70″s
Happened to me too
Hello I had a similar situation with UHaul how do I become a part of the class action lawsuit. I had two rent two different UHaul vehicles to move in Tallahassee, Florida when I moved December 2012 and November 2016. My card was charged an entirely different amount and charged for gas as well when I clearly filled the vehicle back to the original amount when I picked the vehicle up.
MELISSA LAFRENIERE:
How can one join this CAS, if you feel you were also misled?
I didn’t realize they had the $50 “guarantee”. However, I had the exact same issues when I reserved my moving truck & auto trailer in Colorado Springs, CO, as I was moving to Huntsville, AL. This was August of last year, so not sure if I would “qualify”, since it’s been almost a year now. However, I still have ALL receipts & emails showing where they had my reservation, then “suddenly” my reservation was canceled on part of my order. It was a HUGE hassle, as I had to haggle with both the store of pick-up, as well as with Customer Service over the phone.
Then on top of dealing with all the reservation issues, I had to get a tire fixed less than 1 hour out. This “cost” me several hours in delay on my trip. It did get fixed at their expense, but it just added to the already delay I had with getting the rental to begin with.
The final “issue” was in returning all. I had chosen a return location that was conveniently close to where I was moving to. However, I kept getting emails telling me to return to other locations, which were much further away. Since I had a car hauler in addition to the rental truck, this was really frustrating, as not all locations took both.
So long story short …my “reservation” was not available upon pick-up, as guaranteed -even with my credit card given (though I believe they didn’t charge it until I actually picked it up).
Any information on how to possibly participate in this CAS would be appreciated.
Thanks in advance!
~ Deb B. ~
Alabama (formerly rented in Colorado Springs, CO)
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