J.R.J. Tara Corporation

Two complaints about U-Haul, both left me with horrible experiences in one week.

First, the biggest, is that we reserved a moving truck online weeks ahead of time. We received an email confirmation and reservation number. The day before our move, we click "online express check-in" and find out that our reservation was cancelled by U-Haul. NO NOTIFICATION of any cancellation was given by phone or email. Just cancelled. So the day before we are supposed to move, we have no truck! They weren't even going to tell us! I called U-Haul and after a few different numbers, they sent me to reservations in Arizona. She said she was in Arizona, and not local, so she doesn't know why it was cancelled but there are no trucks. Luckily I didn't show up tomorrow morning and had time to call around to find another company. The lady who helped me at a competing firm said that this happens in our area (Crystal Lake, IL) all the time, and it's pretty sad when people are crying because they don't have a moving truck the day they are supposed to leave because U-Haul overbooks.

My SECOND issue with U-Haul involves the location in Crystal Lake, IL. We paid them to hook up wiring to my hitch. Even though there were bad reviews on Yelp, we tried them anyway. A few months later, which was earlier this week, I'm driving and my car is engulfed in smoke and a burning smell. I immediately took it to a car repair shop who says that the wiring is bad and has melted, which I have to replace.

Thieves, Unhelpful customer service, liars, scam artists to the max!!

Review: Dear Revdex.com,Please see the following complaint that we submitted to U-Haul Truck Rentals on 31 July 2012 via their online (i.e.: their website) e-mail system ([redacted]). We also sent it as a reply to their automated e-mail system (which they used to send us a copy of our completed contract) and CCd it to their public relations department on 02 August 2012. We have not had any reply from U-Haul regarding this matter.We appreciate your assistance in resolving this matter.[redacted]July 31, 2012Dear Sir or Madam,I am writing in regards to our recent experience in renting a vehicle from you. We were on a cycle touring trip, bicycling from Prince George BC to Jasper AB and then to Golden BC. Before we reached Golden we went online and booked a vehicle from U-Haul - a cargo van to take us and our bikes and trailers from Golden back home to Prince George BC. At no time during this booking did your website say that this vehicle was not available in Golden BC (it should be noted that we just tried the online system again and it is still saying that the cargo van is available in Golden, BC).In fact, before we reserved the cargo van (or thought we did) we called the number on your webpage (###-###-####) and were told by a representative to use the online reservation system as she did not know that we could request Extended days/kilometers rentals available (she said she been there for two years) we had to walk her through your webpage to show her where it was She then told us that we needed to use the online reservation system as she could not give us the package deal on the kilometres and days. Also your representative never said that the cargo van was not available in Golden, BC.When we arrived in Golden after cycling the 84 kms from Lake Louise to Golden on July 25th from 7:30 AM to 4:30 PM, we checked our phone for any messages from you regarding our rental. There were no phone messages. (While we were probably out of cell coverage for at least part of the time we were travelling, the voice message(s) would have been forwarded by [redacted] as soon as we had cell coverage again). We checked our e-mail and we had received the following message from your company at 1:16 PM of that day (25 July 2012):Dear [redacted] XXXX,This is confirmation that the Cargo Van, and Furniture Pads you reserved is scheduled and guaranteed to pickup at 12:00 PM on 07/26/2012 at XXXX, GOLDEN, BC. This equipment needs to be returned to this same location prior to 12:00 PM on 07/28/2012. Please contact us if you are unable to pickup your equipment at 12:00 PM on 07/26/2012. Your reservation can be changed or canceled up to the day prior to your pick up date. If you change or cancel on or after the day of pick up you are subject to a $50.00 cancellation fee. Thanks again. We are looking forward to serving you. Sincerely, XXXXXXXXWithin a few minutes we had a call from your broker (XXXX) for U-Haul in Golden telling us that there were no cargo vans in Golden - that they never have cargo vans there and that we needed to contact your customer service center (###-###-####). He said your corporate office had been trying to reach us all day (interesting that no one left a message in all those attempts) We called the customer service line and waited well over 15 minutes (using up minutes on our cell phone) and then, without warning or talking to a person, were switched back to the main menu forcing us to start again. We were getting more and more stressed out about this after a full day of cycling, and were left on hold getting your service messages that kept repeating over and over. The message never stated that the office was only open until 4 pm Pacific Time. It should also be noted that when you call this number, you immediately hear your information messages that repeat for a while before it finally tells you something to the effect of all our agents are busy, please do not hang up. When we first called, we thought we had chosen the wrong menu choice and started over this is very confusing to a caller never mind one that is already upset. In frustration we called the same number that we called when we were trying to book our cargo van i.e.: ###-###-#### and spoke to [redacted] who appeared to be compassionate about our situation - stuck hundreds of kilometers from home when in good faith we thought we had a rental reserved. [redacted] told us we needed to talk to the regional centre as they were the ones that could help us. She then transferred us to the same number (###-###-####). That meant we had to start from the beginning as we were greeted by the same menu choices. [redacted] never told us the customer service office would be closed now. Getting more stressed and agitated with the lack of communication we called ###-###-#### again and got [redacted]. [redacted] was even less helpful and compassionate than [redacted] - although she insisted that U-Haul cared about our predicament she did not show this in either tone or anything helpful. She proceeded to transfer us to a lady in Phoenix, AZ without telling us she was transferring us or without letting the lady know about our situation (so we had to explain it yet again) and this lady was less helpful than [redacted] or [redacted]. She told us the customer service office would have a message now (the hours should be on the replay message that you get when you are put on hold) and that the office would be open at 7AM Golden time. (It wasn't - Golden is on Mountain Time in the summer and the office is in Vancouver on Pacific Time). This lady also told us that [redacted] had made notes on our booking that we had asked for a larger vehicle. This was simply not true we never said anything other than we wanted a cargo van and that we had been told that the only vehicle available was a 26 foot truck! Later the lady from Phoenix implied that we now wanted a smaller vehicle (than the cargo van). It appeared that both of these repreDesired Settlement: We are requesting that we be reimbursed for the extra fuel costs (estimated at $250-$300) and the extra mileage for having to drive the longer route to Prince George and then back to Golden (we believe that to be $149). We are also requesting reimbursement for our motel in Golden ($101.67).

Business

Response:

August 28, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of BC, followed up on the information Ms. [redacted] provided. She informed our office they spoke to Ms. [redacted] and offered an apology for the inconvenience they experienced. He was also advised that a refund totaling $201.12 for fuel, additional kilometers, and also $50 as a goodwill gesture had been issued to them.

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.

I did make contact with the business and spoke to [redacted]. She said that she had refunded our credit card $201.12 which included the $50.00 goodwill gesture (It was not on top of the 201.12 as I thought from the attached letter you sent to me).

The business never did apologize for the inconvenience we experienced. The $201.12 has been credited to our account.

Regards,

Review: In May 2012 I went into the U-Haul and spoke with the Mgr of the store, [redacted]. I told him that I had a 2007 Toyota Camry and needed a hitch for a Hoveround wheelchair that weighed 195lbs and a lift for that chair that weighed 80lbs. Mr. Garcia sold and installed a hitch on my car that he said would support the chair and lift. In Sept. when a friend was putting my chair on the lift he looked under the car an at that time he noticed damaged to the trunk pan. The pan was splitting where Mr. Garcia had bolted the steel hitch to the aluminum trunk pan. When I returned to U-Haul I was told that "This hitch is a class 2 hitch and is intended to hold up to 300 lbs tongue weight and up to 3500 lbs gross trailer weight. However, the Camry is only rated up to 200 lbs tongue weight and up to 2000 lbs gross trailer weight(refer to the bottom of your service invoice for information regarding weight restrictions and also owners manual). The reason why the truck pan is splitting is due to the weight of the lift and wheelchair exceeding that maximum amount allowed for this vehicle. The only thing that I can recommend is to get the area spot welded and find a wheelchair and lift combination that doesn't exceed 200lbs. Buying those items may be expensive so another option will be to get the area spot welded and use a support strap but that still may not be enough to keep the weight from splitting the truck pan again." My problem is that if you knew that the hitch would not support the chair and the lift why didn't you tell me that before you sold and installed the product. They later filed an insurance claim that was rejected for the same reason.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have the hitch removed and the damaged to my car repaired.

Business

Response:

January 21, 2013

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

Mr. Felipe [redacted]a, our GM of our U-Haul Moving and Storage of Livermore, followed up on the information Ms. [redacted]s provided. He informed our office he spoke to Ms. [redacted]s and advised her we would cover the costs of repair to her vehicle as well as the cost of her hitch installment. He asked her to call him at least a day ahead of when she will bring her vehicle to have her hitch removed. From there she will have the car repaired and will bring in her receipt for reimbursement. If she had other questions, Mr. [redacted]a asked her to call 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,

Maria Palmisano

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,

Review: came into the uhaul company on 02/13/2013 at 523 pm. myself and my mom rented a truck from I beleive his name was [redacted] , they placed a hold on the $ 48.23 until we returned so that the proper deductions would be removed the mileage out was 76951.0 the truck was returned at76941.0 the truck was returned about 1 hour or so later anyways when we returned the guy was outside we noticed our vehicle was closed in we asked him if he could remove the truck so we could get out he rudley said no, so we asked again and he just ignored me. he walked around the lot, he locked the door and then he jumped in a black car as I looked I said sir please I needs my car what are you doing, he bagged into a uhaul and took off I was sppechless. I xcalled the uhaul company immediately at[redacted] I spoke to a guy that was upset that he did that he could not reach a mgr to come ou so he said ma'am u has to keep the rental until 5.23 pm the next day which would have been the2/14/2013 I explained I wanted my car he assured me that no charge would be added because of wehat had happened . I gave the mileage and explained everythang he said he noted it and that someone would call us that morning, we returns to store 2/14/13 the lady [redacted] already knew of the incident and she kept apologizing. she says thats $65.00 I said to her didn't corporate call you they must have you knew of the incident she says no so I explained to her the situation she says the mgr knows but he would not return till 2/15/13 I said ok I will return then and we can handle the billing process. I was not gone 5 mins I gets a call she says if u wants I can give u a $ 25gift card to use @ uhaul I explained no I will speak to the mgr a few mi9ns klate I gets a on call alert that 65.00 was removed from my credit card, I called uhaul and they was so rude and gave me the run around saying you kept the truck but that was not by choice they say they would hndle it and I still has not heard from the store manager yet since2/13/13.Desired Settlement: I wishes to be refunded for this truck the truck was $19.95 my mileage was about $7.00 if that I only had to put in (2gal) of gas thats how less we went and back with the truck only had to pick up a tv and come back. my fee should have been $ 32.00 total that includes the truck , the enviormental fee , the rental taxonly , not 4 65- I wishes to recieve my $ 33.00 balance and the gift card for the inconvience of hving to go thru this.

Business

Response:

March 22, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western NY, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the incident she experienced and advised her our GM of our U-Haul Center had left a message for her on February 28th and also sent her a VIP Certificate for $25. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] advised Ms. [redacted] she issued her a refund for the mileage charges in the amount of $31.31. She should receive the check in 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

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,

Review: I called UHaul and spoke with '[redacted]' in late February 2013 and reserved a truck (#[redacted]) and rented a 8x20x7 storage unit (#[redacted]) for my relocation from Farmington NM to Phoenix. This particular location was ideal because it is about 2 miles from the house I would be sharing with my sister. I had even called about mid-March to verify the size of the storage unit to make sure it was large enough.We arrived with the truck on schedule March 30th and were told there was no unit available. Just an apology. Nothing more. I found an 10x20 storage unit available at [redacted] 10 miles away for 40.00 more per month. This was terribly inconvienent, yet necessary. My son, who had flown in from Reno, NV to drive the truck from Farmington to Phoenix had to be on a plane a few hours later and this sudden change of plans created a hardship on all involved.When we returned a truck I was given a $50.00 refund because there was no unit available. That was nice, but far from addressing the stressful situation we were thrown into.I called UHaul's corporate office to complain on 4-4-13. I spoke with [redacted] (records complaint #[redacted]) who told me there wasn't even a unit that size at that particular location! She said someone would be in touch within 3 days. No one called.When I called again on 4-9-13 I was told they were calling my disconnected phone in Farmington, and closed the matter. Per [redacted], they would re-open it and call within 3 days. No one has yet to call.Desired Settlement: Discount on future rental equipment.The fact I was allowed to rent the storage unit that DIDN'T EVEN EXIST at this location is the first major issue. The second issue is no one bothered to call me ahead of time to let me know about the error. Had I known ahead of time I could have made other arrangements and not had this stressful 'time-crunch' we were thrown into.Come on UHaul...you can do better than this!!

Business

Response:

April 15, 2013

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

Ms. [redacted], our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. He informed our office that, in addition to the $50 refunded on March 30th, he issued a supplemental refund for $200, which was over the amount of the unit Ms. [redacted] reserved. He explained that he did try and set up a free month of storage at another U-Haul location for 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

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

There was no offer of an additional $200.00 refund. I have spoke with my son and one of my sister's who were with me to verify there was never an offer of an additional refund other than the $50. We were told of another unit several miles away at [redacted]. No mention of the first month being free, although I would have assumed that would have been the case.

Regards,

Business

Response:

April 18, 2013

Thank you for forwarding Ms. [redacted]’ recent comments to our office.

Our records indicate the credit for $200 was issued back to Ms. [redacted]’ Visa account ending in ...[redacted] and should post on her next credit card statement. I’m sorry if this information was not provided to Ms. [redacted] earlier.

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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The complaint was resolved on 4-16-13 after the bank reconcilled the account. Thank you.

Regards,

Vicki [redacted]

Review: I rent a unit year-round at the U-Haul on Military Road in [redacted]. I am on auto-pay, which means that my monthly fee is automatically billed to my credit card each month. In May, for some reason I was charged a $15 late fee. I have called five times to have this $15 late fee reimbursed to me. The workers I have spoken with have apologized each time for the charge; they said I should never have been charged a late fee since I am on auto-pay. They also said that the only one who could adjust my account and give me a refund for the wrongly added the late fee was the store manager, [redacted]. The employees have left the manager notes five times to have him call me to straighten this out. He has not once returned any of my calls. The last time I spoke with an employee, which was four days ago, I told her that if [redacted] didn't contact me that day or the next, I would go to the Revdex.com with a complaint. I realize the $15 is not a huge amount, but I shouldn't have been charged it in the first place. The thing that most annoys me is that the manager, [redacted], has ignored my calls five times. I have been a customer there for six years, and then years ago, for a number of years. I don't feel any customer should be ignored the way I have been.Desired Settlement: I would like the $15 I am owed to be reimbursed to me, most likely in the form of a reduced charge for one month.

Business

Response:

July 5, 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 [redacted], followed up on the information Ms. [redacted] provided. She informed our office she issued a credit for $15.00 to Ms. [redacted]’s account as requested. Ms. [redacted] also emailed her an apology for the inconvenience she experienced.

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,

Review: U-Haul installed a new hitch on out 2012 Nissan Quest on May 24th 2013. This was the [redacted] location. This 2012 Nissan Quest has a low rear bumper and that's where they installed the wiring bracket for the trailer lights. They said it would be fine there and that the hitch and lights would work fine, and that the car should not drop enough with the load for the bracket to hit the ground, which they were definitely wrong about. Not only with out 19 foot boat attached to the hitch, the rear of the car dropped enough to drag this bracket and cause a short in the electrical system of the car. This brand new car is fully electrical. If one problem shorts, its like a cascade effect and causes other shorts through out the system. Again, we just bought this van in April of 2013 and now we have a car with a bunch of electrical failures. We have been dealing with this issue since June. We towed our boat one time and the bracket hit the ground and shorted a lot out in the Brand New Car. This happened 37 days after we had it installed, so it was out of their 30 day warranty, so anything that happened they told us was not covered and there is nothing they would do about it. We did attempt several calls to the store manager Mr. [redacted] and he's telling us they are not going to take care of this issue and hung up on us several times, bad business practice. They said it was installed correctly so any issues to the electrical is not their fault. Well their electrical wiring hung outside the car very close to the ground. They sent out one of their technicians to look it over once our van completely stopped working and shorted everything out, which almost caused my wife, son, and grandchild to get into an accident while driving on the highway once the van shut off and none of the dash lights worked and the keyless entry kept blinking. He was surprised that they installed a 7 way instead of a 4 way which is basically what was needed. When our past Nissan Quest a hitch installed the wiring went inside the trunk and not outside underneath the car hanging close to the ground. This is a brand new Nissan van just purchased in April and we would not be experiencing these issues if U-Haul would of done the job correctly. I would understand if it was a older vehicle, but its a new van. Our van is at the dealership broken due to the negligence of U-Haul and they are wondering who's financially responsible for the repairs and I said U-Haul was the last people that tampered with the electrical system of the car. Mr.[redacted] was very rude to my wife on the phone denying all responsibility and even hung up on my wife after she was talking to him about all the electrical damage caused to our vehicle, and the issues just keep piling up day by day, but how we were spoken to is very unprofessional and I hope that this is not how he speaks to other customers when they are clearly at fault. As I stated, the amount of issues to this van are adding up daily. Fuses are popping, dash lights are coming on and off, the van is having shifting issues where the RPM is almost hitting max while going only 30 mph. We had NONE of these issues before our van was brought to your business. We need a response ASAP for this van is our main vehicle and it is almost not drivable because of all the issues and we don't have thousands of dollars to throw away because of U-Haul negligence.Desired Settlement: We would like U-Haul to pay for the repairs needed to repair our brand new van through our Nissan Dealership which we purchased this van from in April of 2013

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of SW Ohio, followed up on the information Mr. [redacted] provided. Our U-Haul Center hitch mechanic went to Mr. [redacted]’s home to look at the wiring when we were first contacted. Mr. [redacted] had also advised our Center GM that he had bottomed out the trailer entering a parking lot. Mr. [redacted] could not confirm where U-Haul was at fault and subsequently denied Mr. [redacted]’s request.

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

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of SW Ohio, followed up on the information Mr. [redacted] provided. Our U-Haul Center hitch mechanic went to Mr. [redacted]’s home to look at the wiring when we were first contacted. Mr. [redacted] had also advised our Center GM that he had bottomed out the trailer entering a parking lot. Mr. [redacted] could not confirm where U-Haul was at fault and subsequently denied Mr. [redacted]’s request.

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

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul of Tri-County Center, reviewed the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back to set up an appointment to have the wiring installed inside his vehicle.

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

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul of Tri-County Center, reviewed the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back to set up an appointment to have the wiring installed inside his vehicle.

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:

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. Also, The wiring needs to go on the inside of the car and all fuses need to be checked.

Regards,

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. Also, The wiring needs to go on the inside of the car and all fuses need to be checked.

Regards,

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,

Review: We rented a uhaul truck and transport and asked for a specific location. We were not contacted as promised by uhaul so we called back only to find out that they booked the transport at a far out location and for the next day!!!! We were very inconvenienced, we had already loaded the truck and had to drive to New York from New Jersey with a fully loaded truck to pick up and have the transport added with our vehicle. Not to mention gas for the car and truck, tolls an overnight stay without furniture turned in keys and the fear of someone stealing our belongings. We were offered 50 bucks to settle this huge mistake!

I explained all of this to the rep who wouldn't take my call. I called the office and when her peer answered the phone the first thing that I heard was "I'm not here." How rude!!!! They should listen to our call and reimburse us for the truck, transport and labor we rented on both ends! I have a more that I could complain about but I will leave it at this.Desired Settlement: Nothing less than a full refund for the transport!!!

Business

Response:

December 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental contract.

[redacted], our Traffic Manager for our Northern New Jersey regional office, followed up on the information Ms. [redacted] and Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed their concerns. Ms. [redacted] issued a refund for $300 as an adjustment on their rental and was also provided a telephone number for Ms. [redacted] in case they needed assistance in the future. The refund should post on their next [redacted] 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: Their equipment broke down and left me on the side of the road for over 90 minutes late at night after midnight, stranded during the middle of my move.I'm so upset right now! Not even the owner [redacted] was willing to help resolve my situation, who was right there and knew there was a problem. He did have time to confirm, yes he was the owner, by pointing to his name tag that says Owner! So he pawns me off to his Manager who's willing to make things right with a $50 price fix and some coupons on my next rental. Seriously! I'm selling ALL of my UHAL Stock tomorrow. Do you think your Stock Holders never need a moving truck occasionally? I'm being treated like crap. I want this whole ticket refunded. I don't know if this is going to reach anyone who is competent or has any concern for this company. I need this taken care of now, before this goes any further. My name is [redacted] and I can be reached at ###-###-####. Contract# [redacted]

Product_Or_Service: Truck Rental

Account_Number: Contract# [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the charges of $241.24 back to my credit card.

Business

Response:

April 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate credits totaling $241.24, which is the full amount of the rental, were issued back to Mr. [redacted]’s [redacted] Card account as an adjustment. The credits that were issued on March 31st and April 15th 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

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,

Review: Rented a U-Haul truck [redacted] 3rd St.on Saturday November 15,2014,it was supposed to be returned on Nov.16 by 9:15 A.M I went out at 8:30 A.M. to take the truck back to U-Haul,could not unlock the truck,tried both doors,then drove my vehicle to U-Haul on [redacted],told them the key would not unlock vehicle,I was told by [redacted],it was the customers responsibility,that they do not have extra keys,I then called Roadside for U-Haul to no avail,then called customer Service,talked to a lady named Valerie,she tried getting someone from U-Haul,to no avail,could not get a rwrecker from U-Haul,she had to end up calling a [redacted] out of DryRidge ,Kentucky,it was 88 miles one way to unlock the doors,he was courteous enough to drive the truck back to U-Haul,as I rented for my Grandson to drive to move his household goods,he had to leave to drive back to Shreve,ohio,truck maintenance has not been kept on the truck,as it took almost $400.00 in gas to drive 350 miles,when trying to drive 60 Mmph,it would shimmy and shake,I feel they are renting dangerous vehicles,I have also filed a complaint with U-Haul,and [redacted],and news media. Truck # [redacted]

Product_Or_Service: rental 11/15/2014

Account_Number: one day rentalDesired Settlement: DesiredSettlementID: Refund

I would like to know that U-Haul would be reguired to check the vehicles before renting them to people,I will never rent from U-Haul again,as this has been an experience,a Nightmare From Hell,without driving very slow,it could have been a very dangerous situation,could not drive speed limit,when I told [redacted],when finally getting the truck back,he just said probably needed a wheel balance,I feel if this truck is rented to some one else,it could lead to a disas

Business

Response:

November 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Dayton, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the issues she experienced with the U-Haul truck. He explained that although he realized the truck she rented for in-town use was an older truck, he also assured her we would not rent a truck that we felt was not rental worthy. A refund for $50 was issued back to her [redacted] account as an adjustment and should post on her 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

Consumer

Response:

The reason I declined,is AJ from U-Haul called me,he said all trucks shimmy and shake and it takes that much gas of almost 400.00 dollars to go 350 miles,he knew the truck did not have the key for the door,but yet they rented it without telling us about any of the problems,that could have been a disaster,if we had stopped along the road,I am asking for a full refund,since they were aware of the problem and still rented the truck to us without saying one word about the problems,that is knowing about a problem and failing to tell us,[redacted] and [redacted] should not be employed doing these sort of things[redacted] flat out lied,when he said he straightened the problem out with me,I told him apology don't get it and hung up,that is the only time I talked to him.Why are they allowed to rent vehicles out when they know of the problems,[redacted] said it was the customers responsibility.[redacted]-President Burkhardt/Springfield Neighborhood

Review: I rented a Uhaul truck on June 22 to drive from [redacted], CA to [redacted], MO for a total of $1,954.47. Contract No. [redacted]. Approximately eight hours into the trip the vehicle started to have brake issues, the ABS light came on, it started to overheat, and the gas mileage went from reasonable to 2-4 mpg. This all happened in the middle of the Arizona desert. I have lupus and am allergic to the sun, as does the person who was with me. Uhaul was contacted and sent a service man out who confirmed the problems. Following the man back to his shop he decided to take another call and disappeared never to be heard from again. We repeatedly contacted Uhaul over the following 24 hours to request a new truck. Eventually UHaul stopped responding to us, hung up on us repeatedly, put us on hold for extensive amounts of time. We had no choice but to rent another vehicle from another company 90 minutes away, which cost $1,500. We returned the truck to a location in Arizona at which point UHaul pulled the entire $1,954.47 from my bank account, despite the vehicle being damaged and the trip being incomplete. They also tried to bill me for another ~$150 for going "over mileage" and "over days allowed", despite being allowed 2,164 miles (someone changed the system to say only 620 miles were allowed and only 4 days). The vehicle ended up costing hundreds more in gas than it should have, a rental car was required to pick up a [redacted] truck, we had to stay at a hotel for two nights waiting on Uhaul to get us a new truck (which they refused to do), the service man was never heard from again so we couldn't get anything done to this unsafe vehicle, and Uhaul simply refused to contact us after a certain point. We were polite the entire time and just wanted a new truck. Instead we spent thousands on another truck, gas for the 2-4 mpg beast, hotel bills, and more. Everything is thoroughly documented by the minute for this entire debacle.Desired Settlement: The person whose cargo and property was ruined in the move because of this will be filing a suit regarding all of that as that is his case to pursue.The rental cost is a separate matter, at a minimum I request my account be refunded for the full amount of the transaction $1,954.47. The truck was dangerous shortly into the trip, despite our best efforts Uhaul refused to provide a replacement or fix the broken vehicle, and cost me thousands in another vehicle, gas, hotel, car, etc.

Business

Response:

July 31, 2012

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

Mr. [redacted], our President for the U-Haul Company of San Fernando Valley, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained he could not find any evidence that the U-Haul truck had any mechanical issues. He spoke to the mechanic that responded to the breakdown call and he relayed he found nothing mechanically wrong but also relayed that the truck was overloaded. The truck Ms. [redacted] rented had a full Preventative Maintenance service a week before her rental along with new brakes installed. The truck has also since been rented over 1000 miles without any necessary repairs. After reviewing the rental and mechanical reports, Mr. [redacted] concluded that a rental adjustment was not warranted.

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: Very unhelpful employees. Made me wait for their key to get into my storage unit. Blocked customer access with their trucks and did not want to move them. I had to load and unload around their trucks. They only have one flat bed cart to use which is never available. Very rude when we needed assistance. I have spent allot of time and money with U-Haul and at this point will never use them again. [redacted] trucks are much better. At this point a voucher for three months free storage would be acceptible or a refund of one month.[redacted]Desired Settlement: A 3 month voucher would do or a refund of one month.

Business

Response:

November 1, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], a

Senior Customer Service Agent, sent Ms. [redacted] an email on October

22nd requesting the address of the U-Haul storage location

involved in order to have her concerns addressed. As of today Ms.

[redacted] has not heard back. Ms. [redacted] can reach Ms. [redacted] at

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: If one performs a google searche for 'U-Haul Winnipeg', and clicks on the first result, there is a line of text that appears on their site reading;"Moving to or from Winnipeg, MB? Save 50%, FREE rate quotes in Winnipeg"I called U-haul, and asked for the discount promised on their website, and have gotten manifold excuses as to why they will not honour the promise made on their site including;-'This refers to the amount of effort required to load our trucks, VS. our competitors'In English, a sentence contains an object, a subject and a verb. There is no mention of effort as the object in this case, seemingly the object is Winnipeg, and the subject is rates.-'This line of text refers to the amount of money we save you VS. our competitors'When asked if they would beat a competitors quote by 50% if I supplied one, they refused.-'This line of text is meaningless'If so, it was put in place for marketing purposes, with intent to mislead.-'This does not refer to rates, but to the quotes provided'It is numerically impossible to divide zero by 50%.and, most frustratingly;-'I see it there, but I cannot honour that price.'

Product_Or_Service: Moving vanDesired Settlement: DesiredSettlementID: Other (requires explanation)

I simply want them to honour the offer made on their website, and if they wish to not make this offer to future people, they should either remove or re-word the offer made there as well.

Business

Response:

October 8, 2012

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

[redacted] the Executive Assistant in our Winnipeg, ON Regional Office sent Mr. [redacted] an e-mail explaining why he may have seen these discounts.

Mr. [redacted] says this is likely spam created by shopping on the internet downloaded into the customer's computer. Another name for it is cookies. The spam or cookies is then loaded to spam sites that populate first in google,yahoo,etc.

Mr. [redacted] tried entering this address search 100 different ways on a clean system. He could not duplicate the search.

U-Haul International does not subscribe to any 3rd party web hosts.

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.

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.

Formerly when you searched the terms 'u-haul winipeg' (or any other major urban centre) a block of text would appear. The same block of text is here below, BUT they have since excised the salient part. I re-added it as it was when I was trying to move (in bold x-large font), as it appeared when I searched u-haul winnipeg. I spoke to numerous people on the phone about it at u-haul. They have at least 4 phone calls documented where they are recorded as seeing the same thing I was, on their own website, and offer various excuses as to why they wouldn't honour their own companies' promises. Sorry, this is flat-out dishonesty. Ask for the records of my calls, and they will be unable to offer any good excuses whatsoever. Perhaps they have since decided that lying to customers is a bad business practice, but I for one am unwilling to let this go. I was treated rudely, and they would not honour their promises. I would like some compensation for the fact that I had to spend HOURS dealing with this right before a huge move, and that this forced me to completely alter my plans as per how I was going to get 4000 lbs across three provinces. If they still can't figure it out, ask them to approach their IT dep't, and ask when the website got re-worded. The fact that it is OK now does not absolve them from the fact that it was most certainly NOT ok when I was moving.

Moving to or from Winnipeg, MB? SAVE 50%, Get FREE truck rental rate quotes in Winnipeg, MB. U-Haul rental trucks are specially engineered from the ground up to move families, not freight. Our trucks have more safety features than anyone in the industry. Whether you are moving a smaller apartment or a large 4 bedroom house; U-Haul truck rentals in Winnipeg, MB will provide you with FREE truck rental rate quotes for the perfect size moving truck to assist you with your move. Home of the $19.95 truck!

Sincerely,

Business

Response:

November 27, 2012

Review: I write this email as my final attempt to resolve an almost yearlong billing problem with the U-Haul Storage located on El Camino Real in Redwood City, managed by [redacted]. I have escalated the issue to the regional office and U-Haul Public Relations and have received no response from both.

In short, U-Haul has fraudulent billing practices and failed to honor contract prices as exemplified by its overcharging me in excess of $450 from the first billing month over the next 8 months for two identical storage units that I began renting in March 2012. I had several problems with my reservation for storage and a truck so the manager procured a rate of $139.95 for the two rooms that ordinarily would have been $169.90 ($84.95 each). This represented not even a 20% discount and so hile this was still more than I hoped to pay, I accepted the offer and moved in.

However, U-Haul immediately began charging me $189.95, $50 more per month beginning with the first billed month. I only discovered the excessive and unauthorized billing when the credit card I used for autopay expired. Thus over an 8-month period, U-Haul fraudulently overcharged me.

On 26 Nov 2012, I went to U-Haul and discussed the overbilling and downsizing with the employee on duty from two units to one. Because of the special rate (I thought and was supposed to have) for the two rooms, she wasn't unable to separate them and charge $84.95 for just the one room. She advised that I call the manager the next day to get the one room rate as well as correct the overbilling monthly rate. I agreed that that would probably be the best solution since he was the one who locked in the special rate for me when I moved in.

I spoke to the manager [redacted] a couple days later and explained the situation. He said he would call customer service and correct the problems and ring me in a day or two. He never did. I rang him and left four different messages with four different people, all of whom gave different . I emailed him. Twice. He refused to respond. He refused to follow through and keep his promise to a loyal customer who pays her bills on time. This went on two weeks.

I tried to resolve the seemingly simple but significant excessive charges locally but I was ignored repeatedly by the store's own manager who arranged the offer rate but did not ensure it was followed through or when the problem was brought to his attention, made no attempt to resolve it. With no other recourse, I called U-Haul customer service and the appropriate refund was issued within a couple of days. I received email confirmation but no explanation about why this happened. With this, it was clear that the monthly rate for the two identical storage units was supposed to be $139.95, not the $189.95 that I was unwittingly charged for months.

Now, two months later, in just one storage unit down from two, I have been charged $134.95. I immediately brought this to U-Haul's attention and the manager's explanation to justify this rate made and continues to make no sense and is beyond mathematical reason. How could it be: two identical rooms are usually $84.95 each and advertised as such, and offered for $139.95 (a discount of only $30) and now only one room is $134.95, just $5 less? Besides being illogical, a $134.95 storage unit is not even listed on the rate sheet that the employee provided me when I consolidated into one unit nor is it advertised on U-Haul.com. Since I notified U-Haul's public relations, the website has been modified but I already printed a screen shot of the previous website listing the storage prices.

Since 13 Jan 2013, I have not received a call or any communication from U-Haul despite my phone calls and emails.

I can forward my communication with [redacted], the Redwood City manager, that demonstrate his obstinance in refusing to resolve these seemingly simple problems and failing to follow through and respond in a timely, responsible fashion. He initially seemed to be helpful when I moved in but since then, i.e., when the overcharges were discovered and brought to U-Haul's attention, his conduct and representation of U-Haul as a company have been lackluster and frankly, disappointing and frustrating. However, now, even at the level of the SF regional office, this lack of follow through and poor customer service appear to be more pervasive in the U-Haul hierarchy than I previously believed.Desired Settlement: Immediate correction of billing which should result in refund of $100 as of this writing and a corrected rate of $84.95/month, letter of apology for U-Haul's fraudulent billing practices.

Business

Response:

January 29, 2013

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

Mr. [redacted], our President for the U-Haul Company of San Francisco, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was given a combo rate for two storage units for $139.95 instead of $189.95. When she went to one storage room, the price became $134.95 for the unit. Ms. [redacted] has been advised that the rate of $84.95 is the price of an upstairs unit. Mr. [redacted] agreed to issue a refund for $100 that Ms. [redacted] has requested in the interest of customer good faith. However, to receive a rate of $84.95, she will need to move into an upstairs unit. Mr. [redacted] assured our office that our GM or our U-Haul Storage Center has tried working with Ms. [redacted] in the past and has record of emails trying to do just that, but relayed that the rate will remain if she chooses to keep the storage unit on the first floor.

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.

I accept the $100 refund that should be mailed as a check to my home address.

U-Haul's response including its mathematical algorithm continues to be illogical. They admit that the two identical storage units on the ground floor combined were regularly priced at $189.90 which equals $84.95 each at regular price. How can U-Haul continue to justify that one room is now be $134.95, just $5 less? If the price of two units was only just $5 more than a single room, why would ANYONE go to the trouble of moving? I certainly would NOT have had this illogical but cost-savvy business practice been explained or even anticipated. By its own admission, U-Haul claims that the regular price for the two ground-floor units I rented at the rate of $134.95 should have been $269.90. That translates to a claim that it offered me essentially a 50% discount on the two units which it CLEARLY DID NOT DO for a proposed rate of $139.95. That's preposterous.

Before I moved out of the 2nd unit, I confirmed with the U-Haul employee that the rate would be cut in half (she mistakenly thought it would be just half of the promotional rate I was supposed to be but didn't receive but I explained the promotion. She confirmed that the unit that I kept would be $84.95 but that she herself could not adjust the contract rate because of the promotion).

I was offered a special rate of $139.95 for the two rooms though U-Haul failed to follow through on this and for almost an entire year, overcharged me without my knowledge or consent. Since U-Haul insists that the two identical units that I had are $139.95 and that only one of the two units as I currently occupy is just $5 less at $134.95, then it would prudent for me to take advantage of this deal.

From a customer service perspective, U-Haul's demand that a customer now has to move to an upstairs unit simply to get the advertised rate after allegedly offering (but not actually practicing) a generous 50% discount is ludicrous and unreasonable. I will be sure to post U-Haul's long awaited response about its irrational promotional rates, failing to keep its promise and overcharging customers, and then its underhanded ways to resolve a complaint only AFTER a Revdex.com complaint was filed. The signs of a truly dishonest and disreputable company indeed.

Regards,

Business

Response:

February 8, 2013

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

Mr. [redacted], our President for the U-Haul Company of San Francisco, reviewed the information Ms. [redacted] provided. He assured our office they work with their customers every day to get them the right equipment at the best price. He mentioned that Ms. [redacted] has indeed received the best deal they can offer. After another careful review of the situation, Mr. [redacted] relayed that his decision in the matter remains the same.

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.

U-Haul's representative Mr. [redacted], through his assistant, continues to make a conclusory assessment of my complaint and denies my claim without addressing any of the specific details I have provided. U-Haul has failed to provide any supporting evidence or even direct refutation of my solid point-by-point complaint to sustain its rejection of my claims that U-Haul has reneged on our rental agreement. This is well documented by U-Haul's nearly yearlong practice of overcharging me $50/month, totaling $600 to date. After I notified the U-Haul site manager, he dodged me for nearly a month before I had to escalate the issue with U-Haul's corporate office. Thus far, I have only been refunded $500.

I hope that U-Haul will honour and fulfill our original rental agreement and cease the improper practice of changing the terms and pricing of such without my knowledge or consent.

Regards,

Review: Hard copy of a letter was send to you by regular mail along with copy from the bank sending us to collecting agency and credit bureau. Bank account surcharges and penalties fee.Desired Settlement: Full refund, due to all the inconveniences. Please see letter along with copy from the bank. Complaint letter was sent to UHAUL Headquarters and local UHAUL store in [redacted]. They are advised of letter being send to you in [redacted] office

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our GM or our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted]provided. He informed our office he sent the following email:

Ms. [redacted] I am sorry that your experience at U-Haul was not the best it could be. I have read your letter and can appreciate that in your perspective you might have reason to be upset. In that spirit, I have refunded the entire amount you were charged for the rental of the equipment you used on May 13 thru May 15, 2013. The amount of the refund is $102.83. Since the charges were made against your [redacted] card and refunds were made before recharging, you will need to discuss with your bank the refund of your overdraft charges. U-Haul will not be responsible for those charges. In addition, please be aware, that due to your behaviour and treatment of my staff during your time with us, I will be adding you to our Do Not Serve list. If you have questions regarding this list you will need to contact me directly. Once again, I am sorry for your inconvenience during this move. Sincerely, [redacted] General Manager U-Haul Moving and Storage of [redacted] ###-###-#### [redacted]' [redacted]725069)

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: u-haul - The day before pickup I was informed pickup in two locations across AL! Day of pickup told to go to 3 different locations...

I ordered 2 trucks and trailers from u-haul to be picked up in [redacted] The day before pickup I was informed that I had two locations, two different cities at 116.8 miles of driving on me and my wife. I called the AL traffic managers office ([redacted]) and was told, "That is how we do business. You have to go where the equipment is at...", with no regard or care for horrible inconvenience on me and my wife! I now, as of 07:45, 7/26/13 have to go to: one location to get a truck, a second location to get the trailer and still a third location, totally different town 30.5 miles away to get my other truck and trailer! They contact me the day of pickup with huge changes and no help because they know I can't cancel (lose my deposit! and I have to MOVE to another state!) nor can I get another truck company in such short notice. This is horrible customer service, horrible business practice and just plain horrible human behavior!! I asked to be compensated for the miles/gas (116.8 total miles on my car and the trucks) but was told they do nothing for their customers. I have the conversations recorded, the original contracts, the change to contract #1 (Thur. 7/25/13) and the change to contract #2 (TODAY, 7/26/13 - pickup day!!) with the THREE different locations across AL that I have to drive to and from!!! Please help with this matter!!Desired Settlement: I want my money back from these people for the horrible service, inconvenience, miles on my vehicle, gas for 116.8 miles on my car and the trucks, last minute changes to several extra locations, disregard for any customer needs, bate-&-switch, and anything else my lawyer can dream up!!! The people are rude, uncaring, unprofessional, deceiving, manipulative and just plain horrible souls!!! I am disabled and now have to do all this driving just to get the two trucks to my house to have them loaded

Business

Response:

August 8, 2013

Thank you for your concern for our customer [redacted]

[redacted], our President for the U-Haul Company of [redacted], followed up on the information [redacted]provided. He informed our office [redacted]did receive his equipment he reserved and was able to complete his move. We allowed extra miles on his rental and provided a discount as an adjustment for the inconvenience he experienced.

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 had order an pod thru u haul in may 2013 for Sunday to be delivered online , I received a phone

Call from unsullied stating they do not deliver on Sundays in ri and online rep was incorrect on saying it can be done, I asked that this would be canceled then. Well it wasn't I was charged on May 21, 2013 again on June 21, 2013 and again on 7/ 21/2013. Even though , no box was ever delivered I was told by representative after representative you have not moved out , how can I if I never received it. I was told this would be taken care of , I have overdraft charges and every wk I am calling one charge was reversed ion 7/23i2013 . I am still fighting for the other months and my overdraft charges which would not have happened if they canceled when they could not deliever. I am being told now from a gentleman named [redacted] that credits need to go thru corporate and should of been done ,but he can only contact them thru email can not call them. What upsets me the most is they can charge anything immediately but when they make and error they at,me there time and put the customer in a bind and waiting not very good customer service at all and make you feel like you did something wrong and have to prove thru these months that they are wrong this company should not be allowed to run credit cards for payments if they can not fix the problem in 24 hrs the most, people make mistakes but three months reallyDesired Settlement: Refund my credit card and pay my overdraft charges this should of been done immediately and fix the problem with there system on cresting back errors within 24 hrs so other customers do not go thru the expense, the calls and the pointing the finger to me like I did something wrong and have to prove my case with this company. They need to take responsibility

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office Mrs. [redacted] was contacted and also issued a refund for the U-Box charges and for overdraft fees she incurred.

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: From the start of the rental to the end it did not go as we expected. We called in advance to make sure someone would be able to hook up the 12 x 6 trailer and we were told the day before and day of someone wold hook it up. When we got to the location there was no one to hook it up and not only was it raining, but the trailer tongue was laying on the ground. We were told by the employee that we needed to hook it up ourselves without any help or even and inspection by her. We called the local office to try to get help and they put us on hold for 45 minutes and then just disconnected. It was so heavy it took us over 45 minutes to get it hooked up with both of us suffering from a back strain. We would have gone to another trailer rental when we got there but due to time restraints we had to use this trailer. The trailer leaked terribly damaging multiple piece of furniture. We made a report to UHaul and their insurance company. After numerous documented attempts and even a call to a supervisor in their home office, we have still not received any type of reply from UHaul.Desired Settlement: Money back, damages, and explanation of why the trailer was so poorly maintained. We took pictures of how bad it was leaking. Water was pouring in from the roof in multiple spots even as the trailer sat idle in there lot after we used it.

Business

Response:

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

[redacted], our Field Manager for our SW Ohio regional office, reviewed the information Mr. [redacted] provided. He informed our office he has left several messages for Mr. [redacted] but has not received a return call. He advised our office there is an open claim with RepWest Insurance Company and because the claim involves damages, RepWest Insurance Company will address Mr. [redacted]’s concerns and contact him with the outcome.

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:

He is not telling the truth. I left messages for him early on with no return and he has not called the only phone number I gave several people at his office. [redacted]

Business

Response:

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

I spoke to Mr. [redacted] on October 25th and we discussed his concerns. I assured him I would follow up on the lack of communication he experienced to help prevent the situation from happening again. I issued a refund for the full amount of the rental due to the inconvenience he experienced, which will post on his next Visa credit card statement. I also forwarded his concerns to the adjuster of RepWest Insurance Company assigned to his claim.

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