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Repwest Insurance Company Review

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Mar 18, 2020

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Shortened from Republic Western Insurance Company, RepWest provides specialty insurance to the moving and storage industry. Their products are specifically designed for their parent company, U-Haul.

About RepWest

RepWest was founded in 1973 in Pheonix, Arizona. They operate as a subsidiary of AMERCO, which also owns U-Haul. Most of the company’s products are directly tied to their relationship with U-Haul, providing moving and storage insurance programs for those renting U-Haul trucks and vans.

RepWest insurance products are generally sold to U-Haul customers at the time of the rental of a truck or storage unit. Products are sold solely through branch offices for U-Haul rentals, whether for a truck, trailer, or a storage unit under the U-Haul brand.

Because of their unique line of products and its target market, products are not sold online or through any source other than the moving and storage companies partnering with RepWest. The company’s headquarters remains in Pheonix, and products are available across the country.

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RepWest Products

There are two main product lines from RepWest: U-Haul and SafeStor. These are designed to work with moving truck and storage space rentals to provide a range of coverage.

U-Haul Truck & Trailer Products

There are several products available to those renting from U-Haul, both for trucks and trailers.

SafeMove provides a damage waiver with a $150 deductible for any damage done to the U-Haul vehicle during the rental. It also includes cargo protection of $25,000 for a one-way rental and $15,000 for an in-town move.

Medical and life coverage is also included, with $25,000 for lessee loss of life, $15,000 for passenger loss of life, and $1,000 in medical payments.

SafeMove Plus adds $1,000,000 in liability coverage to supplement your personal insurance policy, acting as an umbrella policy during your move.

SafeTow is similar to SafeMove, but is designed for those renting U-Haul trailers to be used with a personally owned vehicle. It includes a damage waiver and several optional levels of towed cargo coverage, ranging from $5,000 up to $20,000. Lessee loss of life is covered at $10,000 and passenger at $5,000, with $500 for medical expenses.

Storage Products

SafeStor is a policy designed to protect personal property while it is in storage in a U-Haul facility. Limits range from $5,000 to $15,000, with a $100 deductible applied to any covered loss.

SafeStor Mobile is a similar product that applies coverage to U-Box storage, which means personal property is protected at all times while stored in the mobile U-box.

Coverage on the mobile plan ranges from $1,000 up to $20,000.

The SafeStor program is marketed to storage facilities by Ponderosa insurance, which appears to sell the product even to non-U-Haul branded facilities.

UCar Share

The final product from RepWest is UCar Share. This is a membership program for people who do not want to own a car but want access to one when needed. Hourly and daily rates are available for use of a car that includes the cost of gas, mileage, and car insurance for the vehicle.

Cars can be reserved online and picked up from parking locations found throughout the cities in which the program is running.

Rates

Rates are not listed on the RepWest site and are available when requesting a U-Haul rental from the local branch.

The cost of the insurance likely varies by the type of rental and the coverage levels requested (in the case of storage) as well as the length of the rental period.

Like the coverage offered when you rent a car, this program can be tacked on to the total cost of your U-Haul rental at the time of the contract, and cannot be purchased separately.

Claims

Claims for every type of RepWest and U-Haul product can be filed online, with a list of each product offered and a claim filing form provided for that specific product.

This is the only claim filing option that is listed on the RepWest site, although it is likely that a phone number is provided to the person purchasing the coverage at the time that the contract is signed. There is no evidence of a phone number and no further information provided in regards to claims on the RepWest site. That is not surprising given the fact that most people buying this coverage will probably never have been to the website, having purchased directly at the rental branch.

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Ratings and Consumer Reviews

RepWest has a dismal D- rating with the Better Business Bureau (BBB), which the file states is due to the failure to respond to 16 of the complaints filed against the company. The total number of complaints on file is 50.

Eight customers have left reviews on the BBB page, with a one-star rating overall. All of the complaints are related to failure to pay claims.

Yelp has 12 reviews of the company with an overall 2-star rating. Two five-star reviews citing an excellent claims experience bump it up a star from the other one-star reviews. Again, the complaints focus on claims being denied and lack of contact.

The Bottom Line

If you are renting a U-Haul, this coverage will likely to presented as the only way to protect yourself and your belongings. Before you pay for it, however, it is worth a check into what other overages your current home insurance and auto policy provide that may fill the same gaps. Like the coverage offered on a rental car, you may not need to pay for extra coverage.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Review Information

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Repwest Insurance Company
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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

58 Comments

  1. I recently moved into a new apartment complex and two weeks later at the front end of my 2000 Jeep Grand Cherokee Laredo ripped off by a U-Haul truck driven by a person that was moving out of the area.

    The incident occurred on October 20th of 2019 and here it is November the 21st and RepWest insurance company is taking their time in resolving this matter once and for all.

    Initially the claims adjuster was very quick to respond to my emails and phone calls but once my information and claim moved on to the Total Loss Adjuster, everything seemed to go downhill from there.

    I was unable to get Nicole to contact Title Max because I had taken out a loan on my vehicle 2 weeks prior to the incident.

    I do not make late payments on accounts that I owe due to trying to raise my credit score, but RepWest seems to think it’s okay to take their time cutting my check due to a total loss of my vehicle and with owing Title Max a payoff amount and then cutting me a check for the balance of what I am owed.

    Had this insurance company returned my phone calls or emails my payoff amount would have been $635, but due to their negligence and taking their time cutting a check and mailing it out my loan will be 9 days late which costs me $33 more which brings my payoff amount up to $678.79
    Which to me is very inconsiderate.

    I’ve already lost a vehicle and been paid less for that vehicle than what it would cost to be fixed and I’m also getting flack from the personnel at the apartment complex for this vehicle sitting there waiting to be towed away.

    Personally I feel as though I deserve some sort of compensation more than what they are offering me on my vehicle.

    just a word to the representatives at Rep West Insurance, Yall need to tighten up in the total loss adjuster department!

    Believe me when I say I understand that accidents happen and that is why they are called accidents…

    But if you want to be the company that is ensuring U-Haul and their equipment then you should step up and act like you are without a car instead of just the person that actually lost their vehicle.

    And maybe you will be a little more time-sensitive on getting these matters resolved so the people can move on with their lives.

    I didn’t have a car payment before the accident but I have another one now! Thanks!

    Maybe U-Haul needs to find another insurance company to represent them…

    Hopefully RepWest is giving them a really good deal!

    To date everything that deals with this incident has been horrible including the service that I have been given!

    Reply
  2. I would not recommend this company to anyone who has been in the insurance industry any length of time.

    Poor management, Very disorganized. No formal training.

    Reply
  3. I went to Uhaul in Concord, CA a week prior to leaving to see if my car could qualify for anything to assist with my move.

    I told them I was driving from Pittsburg, CA to Norcross, GA and they said my car would be fine and that they had to order a hitch for my car because there was none on site that would accommodate my car.

    Then they attached the trailer to my 2015 Nissan Versa.

    My Father and I barely made it to Kingman, Arizona before my transmission blew out and the car completely shut off exiting the freeway do to the weight of the trailer.

    It took about 10-15 just to keep cutting it on and off to exit the freeway safely.

    We were stranded and constantly calling uhaul for help.

    When we finally got someone to help they made me tow my car separately on my insurance and only came to pick up the trailer.

    Then they made me pay another fee of $667.30 to get a 15footer with a flatbed attached for my car.

    When I had just paid $645.15 less than 24hours ago for the hitch and trailer they failed to acknowledge wasn’t for my car at all.

    I filed a claim with Repwest Insurance and was told needed a diagnostic test to prove my transmission was damaged do to their trailer.

    Gave them all that they asked for and I still got the run around for 10 months and in that time I’ve gotten my car repossessed for $9286.39 (defiance fee), spent $1311.88 in lyft and $2047.24 in uber rides just to get back and forth to work.

    Plus having to pay a car note for $466.89 and insurance for $139.19 for 2 months of not being to drive my car before it was taken because it would cut off and make knocking noises if driven.

    I sent numerous emails and complaints from every which way and been calling nonstop, but nothing.

    They keep denying and avoiding me and now since I don’t have the car they are claiming that there is no proof at all that anything was wrong with the car.

    And now they have closed the case and refuse to respond back.

    The manager from Concord, CA (James) and the one in Kingman, Arizona were the only two who said Uhaul knows better than to put a hitch and trailer on anything and that James would have told me no and to find another way if he had of been at work that day.

    He was the only one who owned up to the negligence of Uhaul.

    NEVER EVER RENT ANYTHING FROM UHAUL. TAKE YOUR CHANCE AND MAKE A TRIP TWICE ACROSS THE COUNTRY OR USE ANOTHER COMPANY.

    DO NOT RISK YOUR LIFE AND EMOTIONAL, MENTAL AND FINANCIAL STABILITY!!

    Reply
  4. Do not trust Uhaul company.

    If something happens to your car because of Uhaul employees failing to inform you on what’s best for a safe and damage free move, they will completely deny and avoid you until the claim expires or they close it.

    I went to Uhaul in Concord, CA a week prior to leaving to see if my car could qualify for anything to assist with my move.

    I told them I was driving from Pittsburg, CA to Norcross, GA and they said my car would be fine and that they had to order a hitch for my car because there was none on site that would accommodate my car.

    Then they attached the trailer to my 2015 Nissan Versa.

    My Father and I barely made it to Kingman, Arizona before my transmission blew out and the car completely shut off exiting the freeway do to the weight of the trailer.

    It took about 10-15 just to keep cutting it on and off to exit the freeway safely.

    We were stranded and constantly calling uhaul for help.

    When we finally got someone to help they made me tow my car separately on my insurance and only came to pick up the trailer.

    Then they made me pay another fee of $667.30 to get a 15footer with a flatbed attached for my car.

    When I had just paid $645.15 less than 24hours ago for the hitch and trailer they failed to acknowledge wasn’t for my car at all.

    I filed a claim with Repwest Insurance and was told needed a diagnostic test to prove my transmission was damaged do to their trailer.

    Gave them all that they asked for and I still got the run around for 10 months and in that time I’ve gotten my car repossessed for $9286.39 (defiance fee), spent $1311.88 in lyft and $2047.24 in uber rides just to get back and forth to work.

    Plus having to pay a car note for $466.89 and insurance for $139.19 for 2 months of not being to drive my car before it was taken because it would cut off and make knocking noises if driven.

    I sent numerous emails and complaints from every which way and been calling nonstop, but nothing.

    They keep denying and avoiding me and now since I don’t have the car they are claiming that there is no proof at all that anything was wrong with the car.

    And now they have closed the case and refuse to respond back.

    The manager from Concord, CA (James) and the one in Kingman, Arizona were the only two who said Uhaul knows better than to put a hitch and trailer on anything and that James would have told me no and to find another way if he had of been at work that day.

    He was the only one who owned up to the negligence of Uhaul.

    NEVER EVER RENT ANYTHING FROM UHAUL. TAKE YOUR CHANCE AND MAKE A TRIP TWICE ACROSS THE COUNTRY OR USE ANOTHER COMPANY.

    DO NOT RISK YOUR LIFE AND EMOTIONAL, MENTAL AND FINANCIAL STABILITY!!

    Reply
  5. Worst insurance company I’ve ever worked with.

    My son was sideswiped by a U-Haul truck and Repwest handled the claim.

    This company never answers the phone, never returns voice mails, never inspected our wrecked vehicle, and ultimately paid us too little money to replace the car with an equivalent vehicle.

    It took over a week for them to remove the totaled vehicle from in front of the house after they said it would be removed.

    (I was about to start stripping parts from the vehicle).

    Go through your own insurance company and avoid the aggravation of dealing with this disreputable company.

    Reply
  6. Wow, reading peoples experience filing a claim with this company, Repwest, concerns me. We had to file claim today and currently waiting for an adjuster to call us back. The back story for reason to file the claim. Next door neighbor, which we don’t know, was moving furniture backed up hit our brick wall and took out corner brick pillar. The people who rent Uhaul said they would report the accident to Uhaul when they dropped the truck off. Nope, they never did. I called the Uhaul company today, no accident reported and that truck was back out on the road this morning. I advised Uhaul the truck was involved in an accident this past weekend, plate number, name of people and have pictures of damage done to our property. We’ll update later

    Reply
    • I have a claim currently ope with them for an improperly installed trailer hitch which cause over $1000 in damage to my car.

      I have their negligence totally documented yet they are dragging their feet and refuse to give me a response in writing as to why the claim is being denied.

      Repwest tells me to talk to Jamie Mapes at Uhaul who is denying the claim and when I talked to Jamie Mapes she refereD me back to Jackie Guddendorf at Repwest who denies responsibility.

      Finally I called a “Melanie” at the corporate office in Phoenix who is also dodging me. BOTTOM LINE: THESE ARE TOTALLY UNETHICAL PEOPLE AND ARE SIMPLY TRYING TO AVOID PAYING LEGITIMATE CLAIMS.

      Reply
  7. REPWEST needs to be deleted from our society. Accident on October l2, 20l8. Follow up calls to [Redacted] for first 3 weeks after the accident involving at fault UHAUL vehicle met with an unconcerned response. He told me “don’t call me anymore, we will call you.” Told him I would need a rental vehicle for the duration of my car repairs. He indicated that I had to pay up front and they would reimburse. NOT A CHANCE. Got claim check 3.5 months after the accident and no indication how they would cover transportation. They refused to work with Enterprise to set up an account and provide me transportation. Then they said they would send me a check to prepay for rental. The body shop said l0 days and REPWEST said we will pay for 6 and I would have to pay the balance and file for another reimbursement. [Redacted]’s Manager said she did not have an account with any rental car company and that they would not agree to set one up to arrange direct payment for the rental car. REPWEST mindset is we will help you with your problem at our own pace and with no sense of urgency and at your risk, not ours – no concern for my safety. IF these two were working for my business, I would have fired them.

    Reply
  8. Worse company ever…No one ever gets back to you,…It’s been 5 months.

    Reply
  9. On December 2, 2018, my vehicle while parked and unoccupied was hit by a person driving a Uhaul truck. After several weeks of going back and forth with the Claims Adjuster via email and telephone calls, my vehicle was finally approved for repair, and on December 26, 2018, my vehicle was taken to an auto collision shop for repair. I was initially told by another appraiser who physically inspected my vehicle prior to December 26, 2018, that I would be set up with a rental car while my while vehicle was being repaired at no out of pocket expenses to me. I was not told that I would have to pay for the car rental expenses in advance then request reimbursement from Repwest (Adjuster). I’ve gone through this process before and I’ve never had an insurance company make me pay for car rental expenses at any time, specifically when the accident was at no fault of mine. However, via the telephone, the Adjuster told me that I would have to pay for the car rental first and then submit a request for reimbursement to him via email, which is totally unreasonable and unfair. Why was I the only person being inconvenienced in a matter for which I had no responsibility for? The Adjuster said it was the company’s policy to make the victim of an accident for which he/she had no fault pay for the car rental expenses in advance before getting reimbursed. I respectfully asked that Repwest please send me a copy of that policy so I can see for myself what it says in writing, and if that is indeed the policy, then their adjusters should all get on the same sheet of music when advising customers. To date, Repwest has not responded to my issues/concerns regarding the car rental other than to say that’s their policy.

    Reply
  10. Total rip off. I was advised to pick up this insurance on my storage units at Safe Harbor boat and RV storage. One of my units was burglarized and a golf cart was stolen. The storage facility assured me everything would be ok with me having insurance on the unit. They were wrong. My claim was denied with them saying they do not cover motorized vehicles. First of all, it’s an electric golf cart that runs off of batteries and is not motorized at all. Secondly, they are selling this insurance at a BOAT AND RV storage where practically everything in it is motorized! Also, do not expect to talk to anyone because they never answer their phones. They are crooks and should be shut down.

    Reply
    • Read their self report above. They have a D- on BBB reports but say they don’t know why bc no one writes out a report. Their reports go straight to them and not on BBB or Yelp. It’s not a real insurance co but a Uhaul scam. They cost me 3000$ on damage I didn’t do. Never use Uhaul again. Penske or Budget rentals are better. Penske mostly. Budget has old vehicles. Uhaul is total bs because of this insurance. There has to be a place to report them but I’m not sure where. I don’t think it’s an actual office. It’s just four people who never answer phones. I’ve been following complaints since I used them over 3 yrs ago. Surely you could report Uhaul itself to the BBB n some kind of consumer protection agency. But everything is so crooked at this point in time it may not make much difference other than Uhaul losing business. They are not part of Uhaul in reality but Uhaul may suffer if anyone read all these reports.

      Reply
    • Post to Twitter n Facebook. That’s the only way to get word out about Uhaul and RepWest.

      Reply
  11. Repwest is unreasonable. A Repwest insured hit my vehicle, left the scene, lied and was arrested. Repwest is expecting me to drive 2 hours on my time and money and stand in line for at least an hour on a hip that made me disabled.

    Reply
  12. I fractured my fibula and tibia exiting the cab of a 26ft U-haul when I slipped off the metal steps.
    I had to get plates and screws. Repwest paid for surgery, physical therapy and all doctor bills. But have not settled attendant care, replacement cost, etc. I had a lawyer but he decided not to pursue anything else and I have all the files pictures everything from lawyer. But no other lawyers I contacted will take this part of case cause not enough ? in it for them I believe. Has anyone else go through this and-or have some advise for me. Thank you

    Reply
  13. This is by far the worst experience I ever had dealing with a company. Uhaul ([Redacted]) rented me a storage, left for the day, and didn’t remove their lock of the unit. I sat there for a hour on the phone waiting on customer service to answer the phone before telling me there is nothing they can do. I had to load my furniture back on the truck and go home. They rented me a storage that had a leak in the roof causing all my belongs to get wet, which later smelled like mildew. I went to the rental office to complain, the GM that was there said there is nothing we can do about it and for me to contact their insurance company Rep West. They didn’t even get out their chair to go and check. I contacted the claims dept and I was assigned to [Redacted]. I sent [Redacted] images from where the water was leaking into the unit, and where the water leaked into my property. It’s going a month and still haven’t had a response to my email and today I received a phone call saying my claim was denied. I contacted his supervisor [Redacted] and left a voicemail and still no response. I went to their website and now I see I’m by far not the only one. How is this place still in business? How does [Redacted] still have a job? I hope this message gets to the next acquiring customer before the do business with Rep West. I hope all parties followed up with reporting this company to the BBB. I’m tired of getting ripped off by these Corp thugs.

    Reply
    • If you think this is bad you should see how they treat their employees. Worst company ever.

      Reply
      • I worked for Rep West for one month until I was paroled. Claims [redacted] for sure.

        Reply
  14. So aggravated at this company not responding to my e-mails and voicemails. The reps NEVER answer their phones, so do not waste your time calling. I am still waiting for a check that was supposed to come a month ago. They act as if it was my fault a Uhaul truck backed into me and caused $13K in damage. Repwest said they could only cover half of my rental ($50/day). The rep yelled at me for getting an expensive rental and even more when I told her I wasn’t driving a Hyundai while my Benz is getting fixed for 3 weeks. I even contacted the “manager” and have yet to receive a response. WORST PEOPLE EVER where I am thinking about physically going to their PA Office to tell them what scum they are.

    Reply
    • Hello Katie, I had the same experience just happen to my truck where someone backed the U-Haul truck or I should say my neighbor’s backed to U-Haul truck into my truck. I was wondering at all have you by chance gotten anything resolved?

      Reply
      • Update on my claim is that my car was over $10K to repair, which is (apparently) the state limit in PA to payout for accidents. They said I will not get any rental reimbursement back because my repairs were over the state limit. It makes no sense, seeing the accident happened in NY. I called them before I rented a car and they told me they would cover $50 per day, which is why I rented a car. If only I knew this “limit” before, I wouldn’t have spent $1500 on a rental for 3 weeks. Good luck. I recommend emailing every single person in whatever office you are working with.. I got everyone’s e-mail from their website. I at least got an immediate call back when i did.

        Reply
      • They are such a worthless company I put in a complaint to the better business bureau!

        Reply
        • Yeah they are trying to total my truck which was hit by one of the Uhauls that they Ensure. I have since gone through my insurance so Repwest can deal with them.

          Reply
  15. Wow, reading all of these comments I see that I am not alone. This insurance company should be taken out of business! I have (almost) all of the above issues as well, from the “getting an answering machine” all the time to the fighting for rental fees. I am currently with a lawyer and I am going to go at this company full blast. Even Uhaul says they are sorry (along with the idiot driver that hit my car) and told me they contacted the Rep West management there is still nothing being done. The aggravation and frustration associated with this claim is not fun. I only hope these people that work at this company experience a bit of karma one day as well!

    Reply
    • I really don’t believe they cover anything at all! A worthless company that should be shut down, Better Business Bureau is definitely investigating, please report your experience to them!

      Reply
  16. This insurance company is a joke and adjuster [Redacted] actually blocked my emails after a U Haul truck backed into the side of my car while it was parked, the driver of the U haul admitted backing into it and they refuse to answer to my insurance company or Me. This is the lousiest company ever! I can not believe how low they actually are, considering Wisconsin state law they are liable for damage to my car. I would not recommend them to anyone ever! What insurance company does not respond and blocks an email? That’s ok because I let loose on her voice mail, worthless company!

    Reply
  17. This is the worst Insurance company I have ever dealt with. U-Haul has lost our business and every one of our friends business because of this insurance we paid for. The U-Haul trailer somehow came off the hitch while we were driving and hit the back of our truck. The brakes didn’t work on the U-Haul either. U-Haul had a faulty trailer and the insurance company is saying it is our fault and it wasn’t the equipment when on here other people have had the same problem!!! U-Haul wants to give [redacted] trailers and have this joke of an insurance company and they can get by with it, how?! It’s been three weeks and they just now told us they weren’t going to fix it. Any suggestions on what to do and if you have had this problem did they pay you?

    Reply
  18. Just like all the above reviews on Rep West, we put in a claim for damages to our items because of Uhaul failing to provide our movers with the blankets we had paid, which they said were in the back of the truck but in fact were not. Uhaul admitted their mistake and told us to claim for the damages from Repwest. We called them and they immediately tried to put the blame on us without even hearing the full story. I have the recording of the rep west customer service agent and he tries everything in his power to blame us and has no idea what he is talking about and makes no sense at all, he is just adamant that it’s our fault and not Uhaul, even after Uhaul admitted their mistake to us. We have tried to contact them again and are not getting any replies. I would love for all of us that have been mishandled by Repwest to get together and sue them as they are robbing people of the claims that are rightfully there’s. I will try to contact a lawyer and see how far I can get. If anyone would like to join me in this please reply to this message and we can go forward as a group. The more people we have against them the better.

    Reply
    • I 100% agree. They continue to exhibit the same behavior in every single instance. No consequences drives the same behavior over and over.

      Reply
    • I was hit by a Uhaul pickup truck, that was clearly the fault of the driver, back in July. Repwest, stated that they needed a statement from the other driver, and the police report. Time has gone by and I reached out to Repwest. I got an answering service 97% of the time. I finally got in touch with the adjuster, and she tells me. Since I cannot get ahold of the other driver, that she would have to review my case thru the police report. She gets the police report and says that she’ll review it. Then send it to her boss who’ll make a decision and I’ll get a call back soon. Its been 3weeks( still no call back). After phone call after phone call, after call……and day, after day, after day. I get an answer on the other line of my call. After all this b.s. I went thru. This lady says that she still need to get in contact wit the other driver. Thats enough, let me talk to your supervisor. The supervisor says” I will review this case and give you a decision today”. Boy, that was b.s. with a cherry on top. Still no call back from the supervisor. It is going on 4 months and it get more ridiculous with this agency. If it wasn’t for the fact that I was 0 at fault. I would say [redacted] it. But with $3000 of damages to my vehicle, that’s not happening. This agency is more of a problem, then the solution. Beware when dealing with Repwest and keep your meds close by.

      Reply
    • I was impacted by the tornado here in Jeff city mo on May 23, 2019

      All of my things were Destroyed I had a 5k policy and they refuse to compensate me for anything

      I’m all in

      Reply
  19. Rep West is the most crooked insurance company I have ever had to deal with in my life. I rented a 12 foot Uhaul trail and the trailer had a defective locking mechanism that attaches to the trailer hitch on a vehicle. Needs less to say while pulling the trailer it came off the hitch a slammed into the back of my brand new 2017 Explorer. I filed a claim and sent photos of the damage. They sent me a quote for 900 dollars based off of the pictures. At that point, I knew they were morons. They never sent an actual adjuster out to look at the damage. I took my vehicle to a local body shop and the actual cost to repair my vehicle was 3700 dollars. One major part that was damaged was the rear floor pan. which was not visible in the photos unless the rear of the car was taken apart. The body shop then made numerous attempts to context RepWest to let them know that their estimate was a little off. The repair shop, after a week, finally got in contact with RepWest and they gave the “approval” to repair my vehicle. After a few more days my vehicle was completed the body shop contacted RepWest to have them release the funds for the repairs. Rep West tell them that they still have to get the funds approved before they can release them. After another week I was able to get my vehicle back. I was without my vehicle for 16 days and had to have a rental car come comparably to my SUV. My rental fees totaled 1027 dollars and these Rep West [redacted] don’t want to reimburse me for the rental fees. I am still trying to contact them and they keep ignoring my phone calls. And by they I mean [Redacted] and her manager [Redacted].

    Reply
  20. Had a legitimate claim for water damage to a Samsung tablet that got soaked in the U-Haul trailer I rented. They said that the policy didn’t cover water damage and grilled me with a hundred questions trying to blame it on something I did. All I did was drive the trailer in the rain. INSURANCE IS A SCAM!!! And this company is one of the worst!

    Reply
  21. Repwest claims I made damages to the roof of my 15ft Uhaul. Never did and have photos to prove it. They even claimed the loss the day after I turned the vehicle in. I called and the adjuster, [Redacted] seems unqualified and confused about the matter and does not even have photo evidence of the “damage.” I’m speaking with my insurance today and if that doesn’t work I’m getting a lawyer. WHAT IS WRONG WITH THESE PEOPLE!!!

    Reply
    • And there was a tornado that went through town the day they say the damage occurred! You think I did what they claimed? That I shoved a wooden “branch” through the roof?

      Reply
  22. Repwest has to be one of the most rip-off companies in America. A driver using a U-Haul truck torn off the front bumper of my car sitting on the parking lot of a Goodwill store on November 4, 2017, and Repwest Insurance for U-Haul doesn’t want to give me the $500.00 for damages to my vehicle. To say the least, I am pissed off. They cited not enough evidence with a video camera at Goodwill and another two video cameras across the road at the fitness center, plus a Goodwill employee witness. How much evidence do you need for a big U-Haul truck? These people are [redacted] holes don’t deal with them get a lawyer.

    Reply
  23. Repwest is the absolute worst! My car was parked when it was hit by the largest Uhaul truck. I have a witness but because she didn’t get license plate or truck number and the party that damaged my vehicle extensively denies any wrongdoing Uhaul denied my claim. Extremely shady company. They acted like I was lying!

    Reply
  24. This insurance company is a fraud. A driver in a rented uhaul pickup rear ended me and another car totaling both. I had my insurance company handle my claim. They didn’t offer a rental car or days lost from work. Never heard from Repwest for about a month. Then I get a call from an agent stating that they got my info from an accident report from the Highway Patrol. The agent recorded my statement of the accident and told me that they would give me $500.00 for lost time and suffering. She also said that they would reimburse me for my car rental. She asked for my email and that she would send documents for me to return. Never got them. She called back a few days later and said that she had the email incorrect. So I gave my email to her again. Again nothing. I waited a week and finally called them. I was given a different person who said she would get back to me. I then receive an email stating that they had no record of the uhaul truck or the driver and told me to file with my insurance. Again they contacted me from information from the Highway Patrol report. Not sure what’s going on in this company but as I see it FRAUD!!!!! They shouldn’t be in business.

    Reply
    • You should contact your insurance and have them deal with Repwest. That’s what I had to do since they never followed up when I tried contacting them after my car was hit by a uhaul. Let your insurance fight the battle for you.

      Reply
    • Repwest has contacted me and apologized for the mix up. I’m working with a claims adjuster. I will let you all know how it goes.

      Thanks for the suggestions.

      Reply
      • Well the mystery continues. Repwest is saying that they will only cover $5,000 for damage to be divided between both parties. The uhaul insured driver totaled two cars. How does that add up? Why are they not responsible for the total damages done by their insured? Again fraud? I will update!

        Reply
        • I don’t know how they are still in business. Have you contacted your insurance company?

          Reply
  25. I rented a tow-dolly from U-Haul to bring a car I’d just bought – used, but in great condition – from Kentucky to Vermont. The tow-dolly was in pretty rough shape when I picked it up, but they assured me, many times, that it was fine. I hooked the tow-dolly to the truck I rented for the trip, and loaded my car onto it. Along the way, in Ohio, people in a car passing me caught my attention and they pointed behind me at the tow-dolly and car. I pulled over, and one of the ramps had fallen out and had been dragging on the road – the pin holding it had broken. The straps holding the front tires of the car had loosened, as well as the ratchet holding that had been holding the straps tight around the wheels, and the tires were turned significantly, even though the steering wheel was still straight and locked. No cell reception, so I fixed it up as best I could, and I got back on the road. Same thing happened again. Fixed it up again, and got to my destination. When I dropped off the tow-dolly, the U-Haul person taking it in was shocked it had rented it to me at all. He called it a death-trap, and said it was lucky no-one had been killed. He asked me to please complain, so that the branch that rented from me could be held accountable.

    I hadn’t driven the car at all except to park it until a few days after I’d returned the tow-dolly. When I did drive it, it was clear there was mechanical damage to the steering. U-Haul refunded me the cost of the rental immediately after I spoke to someone who was in a position to do that, although it took me days to reach them. It took me longer than that to get any response from RepWest, and they’re still giving me the run-around. I’d gotten the tow-dolly insurance just to be extra careful; like I said, I’d just bought this car, and didn’t want to take any chances.

    It’s been more than a month since this happened, and I’m out-of pocket paying for estimates. They won’t pay for a car rental, and they’d only tried to call me twice. Finally spoke to the adjuster four days ago, and she said they would get back to me the next day with a decision (they didn’t), but she said they’d been in touch with the mechanic who did the estimate, and said that he’d said that he couldn’t be 100% that the damage was caused by the dolly screwing up. She said they’d look it over, but probably wouldn’t pay for the repair if I couldn’t prove it wasn’t like that before I towed it. I called the mechanic, and he said that it wasn’t quite like that, but that they’d asked him if he could say 100%. He told them of course not, but that it didn’t make sense that it wasn’t.

    The car is becoming more dangerous to drive daily. I drive, go over a bump, and suddenly it’s going in another direction. It took me weeks of leaving messages, and speaking to other people in the office to even get the adjuster to call me. I finally spoke to my insurance company, and they said RepWest has a reputation for doing this – for dragging it out so long that people just give up. They said, among other things, that I might want to look into getting an attorney. One of the mechanics said the same thing.

    I’ve called U-Haul, and they don’t seem to be interested in holding their insurance company accountable; trying to get through to U-Haul’s legal department is ridiculous.

    U-Haul was negligent renting me a bad unit in the first place, and RepWest has been disgraceful in the way they’ve handled it.

    Really bad company, and I guess bad people too.

    Reflects very poorly on U-Haul that they allow these people to handle their claims.

    Reply
  26. Very unsatisfied with this company. They’re are frauds… let you sign up for cargo insurance that does not cover anything! Reporting to BBB..

    Reply
  27. Worst customer service I have ever had in my life. Call wait time is about 15 min. Customer service is so inefficient and can’t solve any problem. Never ever think about this insurance. Will never use uhaul because of this.

    Reply
  28. I worked with [Redacted[ at Repwest with a claim that I had with UHAUL , her customer service was
    awesome !! She returned my calls in a timely manner passed along information that was needed as I was on a time limits. I cant say enough nice things about her service.
    My UHaul rep also was a great help.

    Reply
  29. Ditto all I have just read above. Parked car hit by a rented Uhaul – you would think it would be open and shut – NOPE. Still waiting. I will NEVER deal with Uhaul as a result! [Redacted] was my contact – TERRIBLE! Non responsive and rude. Phones never work, fax doesn’t work, low ball estimates. Very frustrated.

    Reply
    • I am still waiting to pick up my vehicle from the repair shop. It’s ready, but Repwest hasn’t sent a final check yet so they won’t release my car. I contacted BBB and Repwest responded saying they are not a member of the BBB, well no Sh!t…you have to be a creditable business to be a member.

      Reply
  30. Awful people that don’t have much professionalism. I had a storage room with them and didn’t have any problems years ago, but, they have gone downhill. This (a few months ago) was the first experience with having any problems with UHaul and although I had insurance they probably only acknowledged the claim because we had an act of God disaster, which they probably got reimbursed for their payout to insures by the federal government. Anything else, I just found out, they are just as rude as can be.

    I won’t go into every detail, but, I can attest to the same in general treatment and their conduct should be something they are ashamed of.

    Earlier today i just let the insurance adjuster go on and on on the phone in his comments and rants. I figured he thought he was pretty smart by his sarcasm and what he thought was wit, and maybe expected me to say more to him and hang up. None of which he got. He came close to calling me names when he began to realize he needed to be careful after he got a lot of silence, which made him further realize somehow he was being a real jerk.

    I had pictures to prove my point, but, he, and later on his supervisor, just wanted to turn a deaf ear.

    The company, in general, in my opinion, was a bit sloppy based on a number of things that I could compare to my 5 years in personal injury law as support staff and dealing with many other insurance companies and adjusters for plaintiff claims.

    After today and how Repwest and Uhaul have been I knew I should find something to make some sort of complaint even if only a forum.

    After I got the adjuster’s supervisor on the phone to complain, and from what I remembered from months ago, he was the original adjuster assigned to me the first time, but, I never was told he was a supervisor. He didn’t respond very well, and so, I ended up with another adjuster.

    It sounds like they have a very small outfit and just improvise or wing it.

    Thanks, and I hope I’ve helped someone else know that what is complained about here is a fact.

    Reply
  31. DO NOT RENT FROM U-HAUL AND PRAY YOU GOT GET HIT BY SOMEONE WHO IS! After being given the run around since AUGUST we still have not received payment for the damage done to my car.

    A little background, my car was PARKED in the parking lot of my apartment complex when it sustained front-end damage as a result of my landlord hitting it was a recently returned rental. We were directed that since it was a U-Haul truck that THEIR insurance company, RepWest, would be handling the claim.

    I was contacted, by a restricted number, asking to email them pictures of the damage and all sides of my vehicle. Never once did anyone come out to inspect the damage themselves. After not hearing back from them for a couple days we decide to take my car to Pat O’Brien, where we purchased it, for an estimate. A couple days later I finally hear back from the representative that I need to take my car to get a repair estimate.

    I email back letting her know that we have already done so and sent her a copy of a quote. A few days later I get a response with THEIR estimate build off the one done by Pat O’Brien. It is close to $400 below what we were given due to the fact they want to use reconditioned parts.

    So after consideration, we decided to take my car to Thayer Bodyshop here in Bowling Green. We provided them with RepWest’s estimate to work off of which they did. Meanwhile, they inform me that a car rental will be included on a reimbursement basis and they do not normally include that in their policy. Working full-time and being a full-time student almost 2 hours away from home I cannot be without a vehicle!

    We go almost a week waiting to hear back from her about the car rental. They refuse to budge on including it in the amount to be disbursed when I sign their Release of Claim, of which states that after I sign it I cannot request more money on due to the accident. So we don’t sign it.

    The body shop ends up including it in their invoice so I can have means of transportation during the week my car is in the shop. So they repair my car, we pay the bill ourselves and submit the invoices from the repair to Repwest. After we submit it we are informed that they need a separate invoice for the rental. I go back, get it and send it. Now they send us a new claim that is almost $15 short due to the fact “due to the fact that the shop should have been able to work completely off our estimate” they are refusing to adjust for it. $15 isn’t a large amount but after the hoops we have been forced to jump through this is absolutely RIDICULOUS!

    Out of everything the customer service itself has been simply atrocious! We have to wait days if not weeks for a response via email. When called there is almost NEVER an answer. If you leave a voicemail you almost NEVER receive a callback. When you do manage to get them on the phone they are rude and have a very POOR attitude.

    After doing a little digging online I found I am not the first person to have this experience. I actually found it difficult to find anyone, except employees, with anything positive to say about the company. They have a very lower BBB rating and you can’t even open the page when clicked on it. This dealing has left me with such a negative taste for a company I have never even used. U-Haul should be ashamed of themselves.

    Reply
    • I am in a similar situation. The stall tactics and low ball damage estimates of this company are reprehensible. I am thinking about contacting a class action lawyer to determine if there is potential grounds for case. It looks like uhaul/repwest has been doing this for a long time to a lot of people. They should be held accountable.

      Reply
      • Did u get a class action suit going??? I was charged 3059.00 from Repwest after I had already paid uhaul 709.00 for parts and labor for damages I did not do. The truck was damaged when I picked it up but I was blamed. Uhaul charged my card without notifying me. Then repwest collected 2559.90 from my car insurance co. N call me for an extra 500.00 for my deductible. When I asked them for uhaul statements proving I had already paid 709.00 in charges they hung up on me…. I’m all in for class action suit. I’ve been tracking my specific truck across country n have been told numerous stories by uhaul about if it was fixed, when it was fixed, where etc etc. corporate had a different story than the place I turned it into. I did not do the damage they said I did. Truck was damaged when I picked it up. I paid for it and probably other people keep paying for that same damage. Very fishy stories outta repwest which is Uhaul. They are not separate companies. Repwest sells u insurance that says it covers the whole truck. Maybe it covers it for dirt bc they have a million exclusions in fine print. It pays for nothing.

        Reply
        • I am still dealing with trying to get the check to pay for repairs. The uhaul hit my vehicle and I am an appointment to get my car fixed, but now the claim adjuster won’t return my phone calls or email. I’m hoping the collision repair shop knows how to deal with these people, I am not paying one penny out of pocket. They have an F rating with BBB in Arizona. I’m not sure how they are still in business.

          Reply
        • Since your comment I have had another comment, too. There isn’t a class action suit that I know of, but, maybe should be one.

          Reply
    • I had the same exact thing happen to my car. It was parked in front of my leasing office and the u-haul hit my car when they were trying to park. I spoke to the claims adjuster at u-haul almost 2 weeks ago. I’ve tried contacting her several times since and get no response. I am planning on filing a complaint with the BBB.

      Reply
  32. I am so upset with this company. When I plugged my phone into a Uhaul truck, the phone stopped working. It in not repairable. I purchased the additional insurance to cover personal belongings. After working one month on the claim, and 15 emails, and at least 10 calls, I just found out that my claim was denied because an “equipment test” performed on the equipment found no issue. They will supply no results of this supposed and sent a denial letter. When I asked how to appeal, I was informed that I would have to litigate or go into arbitration, at MY cost. What a fraud.

    Reply
  33. Absolutely HORRIBLE company to try to deal with. Links go nowhere online and they DO NOT answer their phone to report a claim. Will NEVER use Uhaul again because of this.

    Reply
    • I am dealing with a similar issue now with repwest. The trailers I rented was leaking and water came thru one of the seals which damaged over $1400 worth of furniture (barley a year old). Repwest says that they found no evidence of water damage but upon return of the trailer – the uhaul representative looked at the hole and did say its possible that water seeped into the vehicle. I am outraged that repwest is denying my claim and will continue to pursue this issue as it make absolutely no sense especially when one pays for additional coverage. I may have to publicize this issue of Repwest and Uhaul on social media.

      Reply

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