U-Haul International, Inc.

Review: I have a complaint about Uhaul and their UBox service. Essentially they took an inordinate amount of time to ship my belongings to me, they did not fulfill their contract, they were unresponsive to multiple attempts to contact them to resolve the issue, they for a time lost the container my belongings were in and then delivered my possessions that were damaged. I tried to complain directly to them through their customer feedback email page and every time I try to submit a complaint to them the website throws an error. I put together a long description of my complaint (i.e. a timeline of events) but I am getting an error on this site when I try to submit it. Is there a limit to the amount of text this problem description field can contain? Can someone contact me via email to get the details of the complaint?Desired Settlement: I want to be refunded the $1900.77 I paid U-Haul for help with my move

Business

Response:

September 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. [redacted].

Mr. [redacted] our President for the U-Haul Company of [redacted], followed up on the information Dr. [redacted] provided. He informed our office he would be willing to refund $100 for each late or delayed day. He is in the process of contacting our GM of our U-Haul Center to obtain specific information regarding the delay. Mr. [redacted]r would also like to offer Dr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1. The settlement proposed does not reflect the failure of UHaul to honor the original contract I was assigned. I expect to be reimbursed the difference between the original contract I signed, which was voided due to UHaul's error, and the subsequent contract I was offered. This amount is $269.05.

2. There is no definition to say for how many days they are going to reimburse me for the delay in delivery. If they are willing to reimburse me for the total number of days that delivery was delayed from my initial contract, that would be from July 9th through Aug 15th, 2013. Their offer also doesn't define if they are talking about the number of business days or total days it was delayed.

Here is a breakdown of what they would be offering: For a total number of days from the original contract delivery date to actual delivery date it would be 37 days or $3700. If it was for the total number of days it was delayed for the second contract, that would be 16 days ($1600). If they are offering to reimburse for the number of business days from the initial contract it would be 27 days ($2700), or from the second contract it would be 12 days ($1200). These amounts are very disparate and I need to know what they are offering to determine whether or not it is acceptable.

If they would just offer to reimburse me the amount of the second contract ($1900.70), I would accept that and the issue would be closed. Finally, I don't want a VIP certificate for a future move. I don't even know what that means or what its value is. I have attached a document that details the timeline of the service UHaul provided during my move from [redacted] to [redacted] to assist anyone in seeing just how much of an ordeal dealing with UHaul was.

Regards,

[redacted]r, MD, PhD

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Dr. [redacted]

[redacted]r, our President for the [redacted] regional office, reviewed the information Dr. [redacted]provided. He informed our office a refund for $1900 will be issued as an adjustment on his move.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I sent this letter on a U-Haul customer service survey on July 28th and nobody from the company has contacted me in regards to this issue.

I reserved a truck online on June 16th (Order Number [redacted]). I visited the store the day of and decided that I needed to reserve a 17’ truck in order to execute my move from L[redacted]. My pickup date was on July 26th nearly 6 weeks after my order so I was unpleasantly surprised when I arrived to the [redacted] location on Friday and the employee tried to send me off in a 14’ truck. After I realized that this truck wouldn’t work for my move I asked her the size and she hesitated and then told me it was a 14’. I showed her my email that confirmed my 17’ truck order but she told me there was nothing they could do for me. Then followed with the statement ‘ this is all we have, so are you gonna take it or not?’ shortly after this the general manager [redacted] chimed in saying that my reservation was for a 14’ truck and that there are no trucks available anywhere. I work in the customer service industry and I understand that oversights occur but as a courtesy to paying customers it is a good practice to try and accommodate customers especially when the company is at fault. [redacted] didn’t even attempt to contact anyone or fix this issue for me and to be honest she seemed like she could care less. I personally chose to use uhauls service for this move and I am very dissatisfied with how I was treated during this transaction. I purchased moving boxes in the weeks ahead of my move and your services cost me $325, this could have been $325 given to another company that would have worked to accommodate ME the customer. I left the [redacted] location with a very bad feeling about uhaul and its services. After spending nearly 2 hours trying to troubleshoot my issues with uhaul on the phone I finally got an opportunity to go switch out the 14’ for a 20’ at the same rate. This transaction wasn’t as smooth but the guys at the 65th street location got the job done. I look forward to hearing form somebody in the uhaul corporation within the next week that would like to rectify this situation. As of now I don’t feel I could recommend your service to ANYONE for anything.

Review: This all started with my renting a truck from U-Haul on Friday April 11th. Although there were many problems with my entire experience I chose the issue that started everything. For the second time in 4 months I rented a truck from this U-Haul location and for the second time in four months there was serious issues with the vehicle. There were multitdes of performance and repair issues with the vehicle but the one that I am filing this complaint over is that the truck "sputtered" and slowed on the highway, which scared me quite a bit, and came to a full stop in the middle of an extremely busy intersection.

When I got to the U-Haul location the staff, [redacted] and [redacted] could see that I was shaken and that the truck was not behaving normally. [redacted] said that she could not do anything because she was not the manager but she would make sure that I would not be charged for the rental. The rental was put on hold and I was told that they would call me.

On Monday [redacted], the manager of the store called me and asked me to explain the situation to him. I explained exactly what happened, to which his first reply was why didn't you call roadside assistance. I explained I was less than 4 miles from the location when all of this happend and did not want to wait hours for the roadside assistance. His next response was to essentailly call me a liar and bad customer by stating over and over how everytime I rented a truck from them that I filed a complaint, which is not true. I have filed complaints on the last two trucks but that is because they were very poorly maintained. He said that he could get the truck looked at and call me back. 10 minutes later I saw my credit card was charged. I called back and he said he had to close the account but after he looked at the truck everything would be resolved, this was on Monday April 14th. He also said it would only take a day or two to look at the truck.

After he had not called me by Thursday the 17th I called back and left a message for him. He didn't call back so I left another message on Friday the 18th. When he didn't call back I went to the location to talk to him. He kept me waiting for over 20 minutes while he worked on another truck that had a problem. I got sick of waiting and left. I called the 1-800 number and got some lady that didn't want to help me because she was leaving in a few minutes. After explaining my story to her she said she couldn't help me and finally I got the corporate number. After explaining my story for what seemed like the 100th time the corporate people said they would have a manager contact me within 24 hours. No manager contacted me.

[redacted] calls me today and tells me that there is nothing wrong with the truck so he can't help me. He says that the truck was on empty and that is why it was sputtering. When I drove the truck into the parking lot it clearly had 1/4 tank of gas. The employees could hear how bad the truck sounded so they didn't check anything and had me turn the truck off. He is esentially saying that since I have no proof of what happened he is going to charge me the full amount of the rental.

So esentially I was given a poor product, lied to when I was told I would not get charged for it, esentially called a liar. Also [redacted] said he has rented the truck out 4 times since I brought it back. If that is the case why couldn't he take 1 minute to call me and tell me the resolution of my situation.

I have had an extremely dissattisfying experience.Desired Settlement: I would like a full refund of my money for this rental as well as an apology letter from [redacted] the store manage for how he has treated me. In addition the mechanic, [redacted], should stop chewing tobacco inside of the store while serving customers. He was spitting into a garbage can right in front of me and it was disgusting and non sanitary.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].

[redacted], our President for our Connecticut regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] for $100 as an adjustment on his rental. The refund should post on his next Master Card credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not find this resolution to be satisfactory but this is all U-Haul is willing to do. Pete called me directly before he responded to the Revdex.com. Also he is not refunding me $100 like the response says. He is refunding me $50 and the other $50 is from a voucher that I already had. Once this refund is issued I'll consider the case closed but I will most likely never rent from U-Haul again and since they consider me such a poor customer I suppose they will be happy to see me go.

Regards,

Review: I rented a truck on June 26,2014. I was informed that there would be a charge of about $125 to cover the estimated cost, any excess was yo be returned. I returned the truck after hours on the 26th. The charges totaled $83.54. After a casr refund of $10 , I was okay. Today, Jun.30th, I find that my account has been charged $125.96.

II again went to the store to complain. At first the agent stated, "I will call billing later this morning or this afternoon". I was able to get him to place the call. The remedy was for me to contact my "credit card co. with file [redacted], abd get them to release the funds.

I went to my bank ([redacted]) who said that that was not doable.

In addition to misuse of my funds, j was treated very rudely, and had to use extra gas and time.Desired Settlement: Handle it right the first time and treat a price adjustment like the are a customer too.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his rental.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On Sept 22nd I rented two storage # [redacted] and [redacted]. The transaction was completed by Manager [redacted]. Payment in the amount of $484 which also included 2 locks and insurance was immediately deducted from my account even before leaving the register. On October 3rd, I received an email from manager [redacted] informing me payment was not received on # [redacted] and I was being charged a late fee. The email stated I owe $224 which was due on Sept 30th. Ms [redacted] also called me at work to tell me I no longer had access to that unit and she would be able to take payment over the phone. As I attempted to explain, she began to yell. I told her the transactions were handled by her and she told me I was incorrect. I asked to speak with her superior and she informed " she was the manager". I asked to speak to her superior and unfortunately there are no superiors who work on weekends. [redacted] has the transactions as being processed and paid. But for some reason , Ms [redacted] failed to investigate. I was also denied entrance into the uhaul location even when my swipe card accepted the check in. I made numerous attempts to reach someone including calling customer service who stated nothing can be done. I'm hoping the [redacted] will investigate and resolve this issue.Desired Settlement: I want a complete investigation into this matter and an apology

Business

Response:

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that two messages were left for Ms. [redacted] but she received no return calls. Ms. [redacted] relayed that Ms. [redacted]’s storage account was corrected and an email was sent to Ms. [redacted].

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On June 16, 2012 I online ordered a 26' Uhaul truck to move myself and family to a new home for June 28, 2012. As it was a big move with a lot of household items for myself, wife and twin 15 month old girls, I wanted to ensure I had the truck for first thing on June 29th, 2012 and was planning on moving items the evening of the 28th. I ordered for 1 extra day (which I would pay for). The online order was processed and I completed the details correctly. I received an email reply stating my rental was guaranteed.

On June 27th, 2012 I called the nearest Uhaul location in Hawkwood, as I was currently living in Scenic Acres, to ensure my truck rental would be ready. I was told they don't rent out 26' trucks and to call the main number which I promptly did. I was then transferred around until I was told by a female customer service rep that my order was cancelled by them because I wanted a truck for two days instead of one. The person then lied to me telling me they made attempts to contact me and left "several voicemails" telling me this. I received no phone calls, no voicemails and no email correspondance on this matter. I was then left completely distraught as I had two days to find another arrangement to move my entire house on a long weekend at the end of the month. I wound up having to find luckily a moving company that offered at least excellent service and managed to accomodate me and my family. As a result I had to pay $709.53 in moving expenses when I should have had my truck as ordered and at a more reasonable cost not to mention the amount of stress this caused to myself and wife. Clearly a "guaranteed reservation" means nothing to U-HaulDesired Settlement: 50% of my moving expenses that I paid to movers who were the only ones able to provide a much needed truck and a written apology.

Business

Response:

Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our Calgary, AB Regional Office spoke to Mr. [redacted] today and informed him she would refund his request for 50% of his movers' cost.

Mr. [redacted] will be e-mailing Ms. [redacted] the receipt in order for the refund to be processed.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me. The business performed this action and I consider this complaint resolved. Thank you for your help.

Regards,

Review: I contacted UHaul of [redacted] on Friday June 20 to reserve a utility trailer for the day. I provided all the information that was requested of me during my phone call. I was given a reservation number.

I arrived at the location and was again asked for similar information including,; year/make/model of my vehicle. This information was provided accurately. A contract was issued and I paid for the rental.

However, after proceeding to the storage yard to pick up the trailer, I was told UHaul would not honor the contract as my vehicle was a "convertible" ([redacted]).

The manager voided the contract and after 5 days my rental fee was credited to my account.

It is unclear how two employees could ask for information relative to my vehicle and fail to inform me that UHaul has a policy of not renting trailers to convertibles.

The manager was less than apologetic, and disinterested in offering any solution to correct the issue.Desired Settlement: 1) I would like an explanation as to how 2 employees failed to advise me of this policy

2) UHaul needs to compensate me for my time and or mileage as the I relied on their representation that the product was available and ready for

me to use as the contract stated. Uhaul breached the contract, where I incurred time and expense as a result.

3) I emailed UHaul on June 20, and have not received a response.

Thank you.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for not following proper procedures during hook up validation. Had proper procedures been followed, we would have been able to advise Mr. [redacted] we do not rent trailers for hook up to soft top vehicles. Ms. [redacted] assured our office she would be discussing the situation with the CSR involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. A refund for the $50 Reservation Guarantee Fee was also sent to Mr. [redacted] and should be received within the next 10 business days.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a storage unit at this U-Haul #[redacted]. I am complainting about the damage to my property, personal items, furniture, with dust, rocks, dirt & debris. I became very ill when I went to check on my storage. I had to go to the doctor, my doctor said that "the dust, dirt & debris got into my lungs". My doctor put me on antibiotics and put me on bed rest causing me to lose time off from work. I also believe that my was hacked as well. I purchased boxes to put my clothing. That box was torn open and my clothes were alot full with dust, dirt & debris. My tools were scattered around, I am a neat person. But every time I went to pay and check on my unit, thing were moved around.

U-Haul moved me to another storage unit "from #[redacted] to #[redacted]. My son came to town to move my personal items furniture. I notice that my lamps were damage, heater cord chewed by rotton, and appond moving to storage unit #[redacted], the smell of a "dead rotten" we had to inhale. This storage unit also seem to be tampered with. Things in this unit seem to be moved around as well, and not the way they were placed in this storage unit, I do remember my shredder by the door, now it's gone, or misplaced. But I can say for a fact that my shredder was placed right exactly by the door and my son can also verify to this. I respect U-Haul and used them in the past. But I need to move my things to anothe storage unit and also really see what's missing. My personal information was in this storage unit & "my shredder".Desired Settlement: When I rented this storage unit #[redacted] the manager ask me what do I estimate my valuables, property & items at? $5000.00 plus insurance I paid every month...

Business

Response:

October 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She advised our office Ms. [redacted]rsquo;s claim was investigated by [redacted] Company and they concluded there was no fault on the part of U-Haul, therefore her claim was denied. If she chooses to pursue the claim, she will need to contact her adjuster with [redacted] Company.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: April 29, 2013

To: [redacted] U-Haul Customer Service

Revdex.com

From: L[redacted]

RE: Dispute of Claim ([redacted])

I am filling this letter in dispute of threats for financial obligation in regards to alleged damages to a U-Haul rental that I am not responsible for. I indeed rented said vehicle with damage pre-existing, documented by myself and acknowledged by a U-Haul agent on the rental agreement before I took position of the vehicle. I returned the vehicle to another satellite U-Haul dealer at which time they accused me of causing the pre-existing damage. I stated my case to the agent and believed the issue was resolved. Four months later I am contacted and told that a claim for damages in my name has been made. To this date I have received no documentation of any repair work that was completed, the cost or the date of service. I vehemently deny that the truck was damaged while in my possession and there is no evidence to support any claim of wrongdoing, therefore I am demanding that any potential claim against me be dropped.

Details and Timeline of events.

On November 11th of 2012 I had rented a U-Haul truck from a storage satellite location for U-Haul which is cU-Haul Neighborhood Dealer, address [redacted]. The equipment number on the vehicle is [redacted] When renting the vehicle I reserved my pick up online. I went inside this satellite location and told the woman (rental agent) I was there to pick up my reservation she then told me the truck was parked alongside a storage unit and I could go get the truck and drive it to the front of her storage unit shop. I went to receive the truck and brought it around to the front of the store thinking that we would do a walk trough of the truck together. She then asked me to check how much fuel was in the truck and mark it as well as look for damage on the vehicle. I wrote down the amount of gas and put X marks on parts that I noted much damage. I went inside to tell her I found damage spots and if she would come out and check the vehicle with me and she said it was fine to go and did not come out with me. She then looked at my X marks and then signed the paperwork and said I need to return the vehicle to another satellite location for U-Haul which was [redacted] drove the vehicle off the storage unit lot and took it to my location in [redacted] to load up the vehicle and then drove it to [redacted] to empty the contents of the vehicle. I did think that the truck was driving odd and clunky but thought nothing of it since it is a large truck and I am use to driving a small car.

When I went to drop off the car at the satellite location for U-Haul at the [redacted] a man came out to check the truck and told me that I hit something. I went outside to look at the vehicle which had the same marks from when I rented it and told him I did not hit anything the vehicle is exactly how I had rented it. I showed him the paperwork with the marks on it and he proceeded to tell me that the U-Haul was damaged. I told him that I was not walked out to the car when it was rented to me so it must have been that way since I rented it and that was dangerous then on their end and thankfully I had no other problems when I was driving the vehicle. He said he would be in touch with the manager at his location and the woman who checked out the U-Haul to me at the Winchester Road satellite location. I gave them all my information to get a hold of me and let me know if there was anything else I could help with but I was not liable for the damage. I never heard from the manager at either location and was charged for the U-Haul a week later, I figured they had it all resolved since they charged me and understood it was their fault for renting me a bad vehicle and letting me put myself in danger.

Four months went by and I heard from a man named [redacted] with [redacted] insurance stating that I had hit the truck and he wanted to know what had happened. The dispute number is 00431149-2012. I told him the fact that it was the manager woman at the first sites problem since she never went out with me and put me in danger and not my fault it was that way when I rented it. [redacted] then said he would call me back later that day and let me know what their story is. I once again did not hear from [redacted] until a couple more weeks went by and he said that their story does not match mine and they are still claiming that it was me who hit the U-Haul truck. I told him I had proof of the damage in the paperwork that I had signed with the X’s marked. [redacted] said he would like to see my paperwork since the paperwork they supplied him with did not have any markings on it and a scribble for a signature. I told him I would email him as well as fax my proof. I then received a note in the mail from [redacted] and [redacted] saying I needed to pay 1350 for an axle replacement on the U-Haul vehicle (I have not received any documentation substantiating that any work was done or the cost of any such repairs). I then called [redacted] and asked about this notice and he said it was just part of his job and I still needed to send my proof and he would get this all settled. I sent my email and fax on April 9th of 2013. I then received an email back from [redacted] saying that he would look at it and let me know what his supervisors say. I then waited another week and received a phone call saying there is nothing left he can do I either need to pay it or report it to my insurance for them to fight the dispute. He first said the X marks I have on the vehicle do not show damage to the undercarriage. I said they do not give the option to mark the undercarriage damaged, I did mark the tire damaged and area around the tire, and I am not an expert on trucks so I do not know when something is wrong with the undercarriage. That is why the woman who rented it to me should have come out and looked at the vehicle. He said that he talked to the woman at the satellite office off Winchester Rd and she said that they will not drop the amount due because they had to tow the vehicle to get repairs done after I rented the vehicle. I was unaware of the vehicle needing to be towed and worse yet I drove the vehicle in that condition due to her not getting up to check the vehicle that she signed off saying was okay to drive, now all of a sudden I am responsible for their ignorance. I told [redacted] that was not right and he said he cannot take either side he is just there to get the money and since he was not a witness he could not say who was right or wrong. I said I should not have to pay this since it was not me who damaged the vehicle and he said he understood and will give me 30 days to get together what I was going to do and not send it to a collection agency , yet.

I then called my insurance company, [redacted] and opened a dispute with them. The woman who I spoke with was [redacted] and she told me she would be getting back to me quickly with what she can do. The reference number with [redacted] is [redacted]. She asked me for proof of the damage done when I receive the vehicle and I did this on April 23rd 2013. I received a phone call and email from her stating she could not help since my insurance only covers a vehicle under 2,000 pounds and the U-Haul truck I rented was over that amount. [redacted] also said that when she spoke with [redacted] he said the satellite office in [redacted] said they had to have the U-Haul towed while I had it rented and I had called them to have it towed. This is not true and once again a change in their stories.

Closing

I am filling this letter in dispute of threats for financial obligation in regards to alleged damages to a U-Haul rental that I am not responsible for. I have provided documents and evidence that all damage to the vehicle existed before I took position and the U-Haul agent documented such when she verified damage notations on the receipt and rental agreement. I vehemently deny that the truck was damaged while in my possession and there is no evidence to support any claim of wrongdoing. Therefore I am demanding that any potential claim against me be dropped. I will anxiously await your written response to this dispute

Respectfully,

Lindsey [redacted]rDesired Settlement: For this to be corrected. This damage was not my fault and I should not be charged for damages that were on the vehicle before renting it. I am not liable and the customer servies representative at the satellite location should have come out and saw the vehicles problems before renting it to me.

Business

Response:

May 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted]r.

Mr. [redacted] our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]r provided. He informed our office, after carefully reviewing the information Ms. [redacted]r provided, he could not specifically conclude the damage was done while the truck was in Ms. [redacted]r’s possession. He did have evidence that the truck had pre-existing damage on the side skirt but he couldn’t determine if the undercarriage damage was pre-existing or was new damage. [redacted] relayed, without being certain Ms. [redacted]r caused the damage, he has recommended she not be responsible for the expense and has forwarded the information to [redacted] Company.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered a truck with straps. The salesman insured me the trucks come with staps to hold a motorcycle. The truck had no staps to hold my motorcycle and so I couldn't use the truck. I had to drop the truck off at that same location an hour after I rented it. I have tried to contact the GM over the phone to discuss a refund on the truck and he won't return any of my messages. I used it for an hour and I didn't travel the 52 miles I paid $134 for so I want my money back. He won't call me back and I'm pregnant and live an hour away and can't drive down there because of my work schedule. I hope this complaint get the GM to call me back and gets my money back. I don't think that's a lot to ask.Desired Settlement: I would like my money back: $134.98.

Business

Response:

August 20, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. T[redacted], our Executive Assistant for the U-Haul Company of Central North Carolina, followed up on the information Mr. [redacted] provided. She informed our office that a partial credit was issued when the contract was closed out. They attempted to reach Mr. [redacted] but received no answer. A message was left explaining a supplemental refund was going to be issued back to the same credit card for the remainder of the charge. The credit should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: This is to document the poor service we received from U-Haul for reservations #[redacted] and #[redacted]. On Tuesday, June 18, I reserved two trucks, 60 furniture pads, and a furniture dolly. After speaking with a local U-Haul rental agent, I reserved both trucks for a pick-up at 8 am, on Wednesday, July 3. Unfortunately, the trucks not being available was just the start of the disappointing service we received. The furniture pads were not with the first truck, something that the local agent told me was the responsibility of U-Haul. When I called the corporate office, I was incorrectly and rudely informed that the furniture pads were available, and this was my fault. When a tire blew, my family, including two dogs and a four-year old, were left stranded on the side of the road in rural Wisconsin for over 45 minutes longer than was necessary as the corporate office argued with the contracted repair person on the 4th of July over which tire to install. Finally, it wasn’t until the evening of the 4th of July that we were notified that the trucks would be due back first thing in the morning on the 5th, even though our movers weren’t coming to unload them until the morning of the 5th. Again, someone from the corporate office rudely explained to me that I signed a contract, only to later admit that there was no contract signed.

First, it’s important to note that the problems began with someone in U-Haul'scorporate office assuming that two separate (and different, since only one requested furniture pads) reservations were a mistake. The second truck wasn’t available until 10:30, a half-hour away from my house (despite my movers arriving at 9) – a situation that would have been avoided if the corporate office had initially recognized the need for two trucks. While I understand that a mistake like this could easily happen, it is precisely why I utilized the U-Haul chat feature immediately after making the reservation to clarify that I did indeed need two trucks. I was assured that they would note that both requests were valid, and we needed two trucks. Either that chat agent was incorrect about their capabilities and made no such note, or the agent who coordinated truck assignments that day did not read the notes. Of course, as with all interactions with U-Haul corporate offices, I was met with poor customer service, and a general disinterest in correcting the situation.

Second, when I did finally get the first truck, only a portion of the furniture pads were available despite being told we would have them all. The customer service representative I spoke to about this was the rudest of them all, angrily telling me that I must not have asked for the furniture pads, because the local rental agent “sure did” have the furniture pads, and U-Haul was not responsible for putting them on the truck. She did have to walk that statement back when she realized that yes, even according to her system, they only had a portion of the furniture pads. This negatively impacted the move because the movers needed to wait to load the rest of the heavy furniture until the second truck arrived with more furniture pads. This increased the time they were on the clock, resulting in an actual increase in the cost of the move. It is important to note that the local people at the pickup locations were not only not responsible for the mistake, but they were the ones to work together to ensure that we had the furniture pads when U-Haul customer service was unwilling to help.

When the trucks were finally loaded and on the road, one of the trucks blew two tires. While this certainly happens and is not the fault of U-Haul, I am incredibly upset that on a holiday we were left stranded for over 45 minutes beyond what was necessary while the U-Haul corporate office argued over the cost of the tire with the one guy you could find to come help on the 4th of July. Apparently the only tire he had was more expensive than U-Haul wanted to pay. Thus, even though my entire family was sitting on an interstate off ramp in the heat, 45 minutes went by with the tire sitting on the back of a truck, waiting for approval from U-Haul's corporate office. When he finally came back to put the tires on, he told us that had it not been for the argument over a small amount of money, we would have been on the road almost an hour sooner. This is absolutely unacceptable, and I believe reason enough for a formal complaint to the Revdex.com.

At the end, we finally got to Ashland, only to be told that the time we were to return the trucks has moved up, even though our movers were scheduled to arrive after you wanted the trucks back. It was a special kind of absurd to hear someone from U-Hual corporate office lecture me about the need to not leave people waiting for a truck, when just hours before, we were left on the side of the road so U-Haul's accounting department could debate fixing the truck with that tire, or calling another repair person from another city. (Not to mention that the day before, we were delayed in getting one of our trucks because of U-Haul’s mistake and subsequent unwillingness to acceptably correct it – which increased the cost of movers.)

Before I close, I think it’s important to emphasize that at no point were we treated poorly in any way by any of the local people we worked with – both pickup facility personnel, the service person who repaired the tires, and the drop-off facility personnel were all courteous, helpful and professional. It was only by U-Haul corporate employees that we were treated poorly – repeatedly and unapologetically.Desired Settlement: The combined effect of all of these things, the increased costs I incurred due to U-Haul's delays, coupled with the absolutely rude and dismissive attitude of the customer service representatives we spoke with should result in U-Haul issuing a reimbursement for the cost of the rentals, or $1253.70.

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Mettille.

[redacted], our President for our Northern Wisconsin regional office, followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] at both telephone numbers listed and there was no answer. He did issue a refund for half of the total rental (less tax) back to Mr. [redacted] credit card as an adjustment. Mr. [redacted] would like to offer his personal apology and advise him of the refund when he Mr. [redacted] calls back.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: ON 7/5/2012 I HAD RENTED A TRUCK AND RETURNED IT SAME DAY DROP THE KEY IN BOX, I CALLED NEXT MORNING TO ASK REGARDING MY DEPOSIT AND A SERVICE REP HAD STATED THAT THE TRUCK WAS DAMAGE AND THEY HAD TO FILE A REPORT I STATED TO THEM I DID NOT DAMAGE ANYTHING BECAUSE THEY EXPLAIN WHAT WAS DAMAGE AND I STATED THAT WAS LIKE THAT BECAUSE IT WAS NOTICABLE HE ASKED IF I POINTED IT OUT TO STAFF AND I STATED NO BECAUSE ITS A DAMAGE THAT LOOKS LIKE ITS BEEN THEIR FOR A LONG TIME, I DID POINT OUT THE MILES THATS WAS WORNG FROM MY CONTRACT AND HAD A STAFF LOOK AND SIGNWHEN SPEAKING TO SOMEONE BY THE NAME JULIS HE STATED THAT WAS HUMAN ERROR WHICH I HAD STATED THIS CAN BE TO THE TRUCK WAS DAMAGE WAY BEFORE MY RENTAL. I HAD STATED TO HIM TO LOOK AT HIS VIDEO AND HE STATED HE DID AND THE DAMAGES WERE NOT THERE, VERY RUDE STAFF I GOT HUNG UP ON TWICE I CALLED THEIR CUSTOMER SERVICE DEP AND THEN GOT A CALL FROM JULIS AGAIN STATING HE WAS THE ONLY ONE I NEED TO SPEAK TO WHICH I JNOW HE HAS HIS PART IN THIS I WAS TARGETED AND OTHERS AS WELL, THEY HAVE DAMAGE TRUCKS AND FEEL THEY CAN PICK AND CHOOSE WHO TO CHARGE. IM NOT ALLOWING THIS TO HAPPEN TO ME I KNOW I DID NOT DAMAGE THIS TRUCK AND NOT PAYING FOR NOTHING I DID WRONG, I AM GETTING MY LAWYER INVOLVED I VERY DISAPPOINTED WITH THIS MATTER. SPEAKING TO OTHERS REGARDING THIS MATTER AND SOME STATE THAT THIS UHAUL IS GOOD FOR THAT CHARGE PEOPLE DAMAGES WHEN STAFF ALLOW OTHER TO TAKE TRUCK WITHOUT CONTRACTS WHICH IN MY CASE IT SEEMS LIKE SOMEONE USED THIS TRUCK PRIOR TO ME RENTING IT. VERY VERY DISAPPOINTED AND NEED THIS MATTER TO BE RESOLVED, IT WOULD BE SAD IF I WOULD HAVE TO CONTACT MY LOCAL POLICE DEPARTMENT TO GET THIS VIDEO WHEN THEY HAVE OTHER AND BIG ISSUES TO TAKE CARE OF!! Product_Or_Service: UHAUL TRUCK DC400J Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I GAVE $100.00 DEPOSIT FOR RENTAL, I JUST WANT WHAT WAS NEED TO BE RETURNED TO ME WHICH IF IM NOT MISTAKING ABOUT $40.00

Business

Response:

July 19, 2012

Thank you for your concern for our customer Ms. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of CT, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was charged for replacement of a key. She sent Ms. [redacted] an email advising her of a refund check for the $39.40 key charge. She should receive the check within the next 10 business days. Ms. Beedle also included her call back number in case Ms. [redacted] wished to speak to her or had other concerns.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a 26 ft U-Haul in [redacted] on September 28, 2013. On September 30, 2013, it was packed and I headed to my destination. [redacted]). Approximately 15 miles south of [redacted], the U-Haul started smoking and fluids spewed out. We pulled to the side of the freeway and immediately called U-Haul roadside assistance. We were disconnected by 2 different representatives. Finally, the 3rd representative said they would send someone to help us. We sat on the side of the freeway with our 4 children while the U-Haul was fixed. With the wait for the mechanic and the time it took for him to fix it, we were there for about 2 hours. We got back on the road and, because of the delay, had to stay in a hotel in [redacted]. When we woke up the next morning we discovered that the U-Haul had a flat tire on the front driver side. We immediately called U-Haul roadside assistance again. The representative said it would be approximately 3 hours before anyone would be there to assist us. 4 hours later, help had arrived. In the meantime, I call U-Haul customer service and ask about our bill. After being disconnected 3 times, the 4th representative assured me that they would compensate us for the inconvenience. Her offer was a $200 discount from our bill, reimbursement for the hotel and food bill, and a $50 coupon off of our next rental. She also extended the amount of time that we had to turn in the U-Haul. Because of the delays, she said we could turn it in on the 6th rather than the 2nd. She told me that an AFL (Area Field Manager) would contact me in a couple of days to speak to me. We got a call from [redacted] from the office in [redacted] where the U-Haul was to be returned, asking why it hadn't been turned in yet. I explained our situation and that we have been allowed to keep it extra days. He said that no one made him aware of this. On October 2, 2013, at 10:46 a.m. [redacted] an Area Field Manager, called me. I apologized to him because I was unable to speak to him right then. I asked if he was able to call me back. He said yes and asked how long I needed. I said I could take his call in about 3 hours. He didn't return my call until October 4th at 4:39 p.m. He asked if I had the receipt for my hotel stay, to which I said yes. He said he would be happy to reimburse us for that and take $100 off our bill. I informed him that I was not satisfied with that and we had already been told that we would get a larger refund than that. He said that whoever I spoke to was not authorized to make that decision. He also said that it did not state anywhere that we were allowed to keep the truck longer. I asked him for his fax# and sent him my receipt for the hotel stay. I called the corporate office and spoke to a representative named [redacted]. After I explained my situation to her, she was rude. I asked her for her supervisors name and she said she didn't have one. I said that she must report to someone and would like their name. She put me on hold and I was promptly disconnected. I called back and got a different representative that connected me to the Regional Office in [redacted]. I spoke to a gentleman named [redacted] who told me that the time allowed on the truck had still not been extended. He said he fixed that problem. I am dissatisfied with the outcome and the minimal compensation that was offered to us. (and then taken back). Thus far I have been told that we will be reimbursed a total of $307. This is was [redacted] in the regional office told me. With the hotel stay and the U-Haul rental, I paid out a total of $1,200.00. That is unsatisfactory.Desired Settlement: I would like for communication in this company to improve and better compensation for the extreme inconvenience and poor treatment by customer service.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted] our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office he issued a refund for $307.54 back to Ms. [redacted] account as an adjustment on her rental in addition to the $100 VIP Certificate that was issued to her. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The credit should post on her next credit card statement.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: On April 30, 2013 I secured an online reservation for a 4x6 storage unit. I received a confirmation email to have the storage unit on May 1, 2013. I arrived at the facility at 9:30am to start using my unit. I was then made to purchase renters insurance for $6/month and also required to purchase there circle lock for my unit. After finishing my transaction I was escorted to my unit that was not the requested downstairs unit. I went back to the front desk and he explained that the downstairs unit was $10 more per month so I agreed to keep my unit. As I back the Uhaul truck up to the facility I was then told my another customer that he would not be closing his door on our isle every time we needed to get by in order to move in. At that time I realized that there were several people in the facility that the office personnel knew by name that I had already thought was weird as if they see these people on a daily basis. At that point I also realized there were several units being used by several guys that were sleeping in them. I went back to the front desk and requested all my money back. I was asked by the office staff what was wrong and I pointed out that there were several homeless men living in the units. I was then told by the front desk that "they are paying customers too". At that point I explained that I do not believe that the Uhaul Corporation knows and allows that type of rental. When I looked around not only were there several homeless living in the facility but that it was there home with toiletries and personal items for them to live on. On the walls in the facility there where also signs that read "Anyone caught bringing food in will be evicted". As far as I am concerned I know this is not the policy and procedure that Uhaul as a company abides by. The front office gentleman then "smirks" at me if this is no big deal and that this was funny to him. I told him I would be contacting Uhaul corporate to file a complaint. I called to file and was told I would be contacted within 24hs

Product_Or_Service: StorageDesired Settlement: DesiredSettlementID: Not applicable

I am appauled by this type of business dealing and customer sales service. This facility needs to be investigated and not allow people to store there personal belongs inside of a facility that has put them and their belongs at risk.

Business

Response:

May 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, NC, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced and assured Ms. [redacted] the situation she experienced would be addressed with the staff at our U-Haul Center involved. Ms. [redacted] explained it is against U-Haul policy to allow customers to live or sleep in their storage units and is grounds for immediate eviction. She also went on to advise Ms. [redacted] that she is prepared to offer her one month of free storage any another U-Haul storage location. Ms. [redacted] provided her telephone number for a call back.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: First of all to give you a setting, it was 109 degrees in [redacted] the day I rented a truck from U haul, approx. 11:30am.I lived about 30 miles from the pick up point. I got the truck and left, I was in traffic from the airforce base. And the air conditioner did not work.I was about 15 miles out when I realized the air was completely out.I called the 800 number given for service of the vehicles. When I called I was told I had to take the vehicle to [redacted] which was another 30 miles, in the hot weather. I told them I would not take it that far, it was too hot. They told me the only way I could have a truck was to take it to OKC. I then turned around to take the truck back to the rental agency. The brakes went out on the truck. I called back to the 800 service number. I was told to take it on into the rental place. 30 miles away. At that point I feel the truck was dangerous. I was told if I left it on the side of the road they would file charges on me.I got the uhaul to the CLOSEST uhaul rental agency I could find. Then then called the rental agent I had driven from. It was a good 15 miles away in city traffic.Needless to say, I was drenched in sweat at that point. The uhaul renter in [redacted] told the renter I had stopped at that I HAD to drive the truck to their facility. I refused, it was unsafe.I sat in that office for 2 hours waiting on them to make a decision. Finally the person working in the office took me to the [redacted] location. They did give me another truck that was the same size. They didn't say sorry, kiss my rearend. Just here's your truck. The second truck that we took had bald tires. It was just as dangerous. I have photos of the tires.I was then given 48 hours from the first time of rental to load the truck and get to my destination, 180 miles away, unload and return the truck.This is the WORST customer servce I have ever encountered. I had reservations for the truck. I didn't just walk in wanting a truck. The vehicle should have been ready.Desired Settlement: At least part of my money back. I wasted 5 hours on their vehicle. My time is as valuable as their rental trucks time. I ended up leaving my home after midnight because of their negligence.As far as health issues go. I am disabled and could have had a heat stroke before I got their truck back.

Business

Response:

August 21, 2012

Thank you for your concern for our customer Ms. [redacted].

Mr. [redacted], our Executive Assistant for the U-Haul Company of Oklahoma City, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email in response expressing his apology for the experience she had with her U-Haul rental from [redacted], OK to [redacted], TX on August 5, 2012 and that corrective action would be taken to prevent the situation from happening again. Mr. [redacted] explained that since Ms. [redacted] did not receive the equipment in the condition she deserved, he is refunding the full amount of $305.52 back to her Master Card account. The credit should post on her next credit card statement. He included his telephone number if Ms. [redacted] wished to reach him.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On 4/15/2013 I ordered a hitch and made an appointment to have installed on my car for 4/22/2013 at 2PM. I made arrangements to take the day off work so I could have this service done. I arrived at 2PM on 4/22/2013 only to be told that the last job was running behind. I waited two hours. At 4PM I was estimated that this last job would take yet another half hour. Other commitments prohibited me waiting any longer, and I left. (The installation of the hitch on my car was estimated to take an hour to an hour and a half.)Not a bit of remorse was shown by the employees for the inconvenience, or the fact that I lost a day's wages for nothing.Desired Settlement: I would like an official apology from UHAUL for the wasted day and loss of wages, as well as an offer of free installation (labor only) of the hitch.

Business

Response:

April 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a VIP Certificate for $60.00 to cover the installation labor for the hitch.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

I reserved a truck to be picked up in Temple, GA on 6/1 and was coming from NC to move my household goods there. I called on the way and was told the truck would be in CArrollton, GA 25 minutes out of the way. I called the number they gave me and was told they close at 3:00 and managed to get there at 2:40 pm. I was then told they hadn'thad any trucks for a couple of days and ddidn't know the phone number that I called. So.. I call Uhaul and guess what? no trucks available unless I now want to go 40 minutes further out of the way. Having already gone out of my way once only to find no truck available, do you really think I would continue the wild goose chase?

I reserved a 26' truck along with various accessories. At 6:10 pm the day before the pick up was schedule, I received an email telling me exactly "We have a 26' Moving Van, Furniture Pads, Utility Dolly, Furniture Dolly and Appliance Dolly reserved for you and guaranteed tomorrow 5/31/2013 at 2:00 PM. We are located at [redacted].

If this does not work for you, please call us or reply at:

Then, at 6:25 pm today I received a phone call from them telling me the truck wouldn't be available until 2 pm the day AFTER my reservation! WTF! So, now it is 7:20 pm, all the moving truck places are closed and I don't have a truck for tomorrow to move across the state! What is up with this type of customer service! One minute everything is fine and I have a truck and the next, Uhaul here in Raleigh, NC changes my reservation AND has my credit card information in their system for a truck I can't use. AND, they leave me with less then 8 hours to find another truck from another carrier. This company has a pattern of doing this because the Penske rental people called me when I cancelled my order and told me this would happen if I used Uhaul. I'll never recommend or use this company again - for anything!

Review: We made every attempt to work with Mr. [redacted], Area Field Manager for U-Haul Company of Minnesota. We moved recently from [redacted] MN to Boston MA. Here is our experience. U-Haul has now decided they are not going to honor the reimbursement they agreed to when we broke down in the middle of PA. They offered 50% reimbursement of our U-Haul bill and the expenses incurred for the additional day with the breakdown. Hotel, meals minus any alcohol, movers as we had friends set up upon arrival in Boston to help. We already had a promise for a discount for the trailer they rented us without inspecting it before renting it to us. 1st - They rented us a vehicle trailer that was not inspected before giving it to us. Turns out the previous renter cut the straps to fit their tires. Easy fix to switch out but it delayed our trip while waiting for U-Haul to open the next day. Then we breakdown after 1,000 miles of driving a 20ft completely filled truck and towing an SUV because they did not have oil in the truck they rented us. Let me back up here a moment. Before the wrecker got to us at the rest stop, U-Haul asked us to get back on the highway and go to the next city that had a U-Haul. Naturally we told them that was not happening and made them send a wrecker to us. So U-Haul, what you're saying is our safety is 2nd to you saving on the expense of a tow. Got it. The wrecker shows up, checks the oil, looks under the truck (no leak) and behind the truck (nothing out of the exhaust) and says...you don't have oil. It's far below the first line and you are not leaking oil either. You've bent a bearing and have to be towed. U-Haul that day...very accommodating. "Save your receipts, we'll pay for everything...so sorry for all of this". Today. "Nope, we inspected everything before the truck went out to you and we'll give you $X but not $X. We're being more than fair". We have an agreement via e-mail that half of the uhaul and expenses would be paid. When we questioned the amount, [redacted] said that they will not reimburse sales tax on the uhaul bill or add any of the missed receipts that were attached to the e-mail we submitted to him. He completely changed his tune stating he was more than fair and that was all he was reimbursing us. The amount of reimbursement per our agreement should be $1282.79 and he is telling us he will not do any more than "$917.46 which is 50% of your rental plus the added expense of your delay". he missed the other receipts we provided and is now stating things like, "you signed the rental agreement and you signed your credit card"..."I also know that your signed contract with us states that we will not compensate you for lost time or inconveniences due to break downs. I also know that the credit card charges were signed for. Again I'm sorry you do not feel the amount is fair but this is the most I am going to refund." this is not what he agreed to and we have it in writing.Desired Settlement: 1282.79. The correct amount of the reimbursement he agreed to on the phone and via e-mail.

Business

Response:

April 17, 2013

Thank you for your concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern MN, followed up on the information Mrs. [redacted] provided. She informed our office she corresponded with Mrs. [redacted] by email. Her most recent email to Mrs. [redacted] was the following:

[redacted], I have reviewed the information you sent me. Please accept my apology for the difficulty you experienced in obtaining the agreed upon reimbursement. An additional $365.33 was refunded to your Visa card on 04/17/13 for a total refund of $1282.79. I wish to thank you for allowing us the opportunity to resolve your concerns. We look forward to serving you again in the future.

Thank you, [redacted] U-Haul Co. of Northern MN

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I requested a truck online. My pickup location was changed twice on the day of pickup. Nobody called me to confirm my pickup like the website said and then when I went to the first place the guy told me he did not have the truck. So I called uhaul and they said the pickup location had been changed and I went to that location and again the guy did not have the truck. So I called uhaul again and they sent me m[redacted] away to another location where the guy had finally had a truck. On the morning of pickup I traveled 40 m[redacted] from location to location trying to figure out where they had a truck. On top of that I had to purchase gas for the truck for the trip back home to gather up my stuff then I had to purchase gas again for the trip to Baton Rouge. Now with all that this was the worst experience I have ever had with a moving company. Please do me a great favor and refund me all of my money back. I tried to get in touch with uhaul several times and they have yet to contact me. I spent a total of 230 dollars more then I had to because they could service me with a vehicle I ended up not being able to pickup my purchased furniture and now I have to try this all over again on a different week. The whole uhaul process was a great pain and nothing to show for all that pain.Desired Settlement: I want a full refund, and sincere apology for horrible service rendered.

Business

Response:

March 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our President for our Louisiana regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Mr. [redacted], I was sorry to hear about your problems with your rental this past weekend. When the truck size was changed from a 10' to a 14' online it made your pick up location not have the equipment. We could have done a better job getting in touch with you to make you aware of the new pick up location. Thank you for taking the time to let me know about it. I issued your card 50.00 because we could not cover your reservvation at the location we had scheduled you at and another 50.00 to cover the extra fuel and time. I value every customers choice to use my equipment and I promise if you decide to give us another try at your business we will do much better. Please call me if you have any questions. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,