J.R.J. Tara Corporation

Review: I reserved a 10' u-haul to be picked up in [redacted]. Once the reservation was made, the u-haul company notified me by phone and said that they only had 20' foot trucks and that there was not any " at all". Naturally, I was concerned about the extra gas I would need because the truck is bigger. I spoke with a woman named [redacted], and she said "that the 20' truck would use the same amount of gas" because and I quote " we would not be filling the whole truck up with our stuff and because of the weight, it would even out and be the same as the 10' truck". So due to [redacted] telling me that the gas would not be an issue we decided to get the 20', against my better wishes... then she tells me that she has a 17' truck in [redacted].. I agreed to pick it up, again, due to [redacted] assuring me that the gas was not an issue. For a 10' u-haul, at the current average gas price in the United States, it would have been around $550 - $600 total.... So I decided to get the 17' foot, and when I get to the u-haul store in [redacted], the man gives me a 20' u-haul. needless to say the frustration has already started. so here are the problems I have and what I expect done, 1. Complete chaos "trying" to get a u-haul. 2. I know there was a 10' somewhere in [redacted] "somewhere" and it could have been delivered to a closer location so I could pick it up. 3. the 20' foot I ended up getting was suppose to get 10 MPG, the entire trip of 2000 miles, it was getting 8 MPG. 4. we ended up using over $1000 dollars in gas and because of the misleading information I was givin by [redacted], me, my wife, and my one year old daughter got stranded in texas because we ran out of gas money and had to borrow from relatives to complete our trip.. Upon returning the u-haul, I stated that I had a problem wit the service of the u-haul company, and the man told me to call the 1800 number if I have complaints.I tried explaining to him that the truck was not driving right and that it would slow down to 30 MPH when going up hills on the interstate, and that I think it has transmission problems because it would not shift into( 4th or 5th gear when I got it in to 4th). the rpms would go all the way to 5000 and would stay there even if I sped up to 95MPH, which at one point I did, trying to get the engine to shift gears... because of all these problems, I wasted a whole lot of gas, and ENTIRELY TOO MUCH MONEY!!!Desired Settlement: I would like to be fully reimbursed for the price of the gas due to the misleading information givin by the employees of the u-haul company, I would like the 20' truck I rented to be inspected to assure that the next customer that rents it dose not have as horrible of an experience " as I did ". and I feel that there has to be better communication between the customer and the u-haul associates and they should be as knowledgeable about the product they are selling as possible... I would consider using u-haul again but if it seemed like I was gonna get the run around as I did this time I would opt to go with another truck service.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She requested he forward his fuel receipts from the U-Haul rental for further review. Ms. Richards explained she would be back in contact with Mr. [redacted] to offer a resolution.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,[redacted]Executive AssistantU-Haul International

Review: Apparently the hitch U Haul installed several years ago was done wrong. After several attempts to have it repaired (both electrical & mechanical), I have been to several locations now and have even spoken with the national headquarters - all of whom refuse to service it. Most imperatively, there is a bolt missing. Now, I must move across country towing 3000 lbs. I have informed them of their liability, yet they have refused to fix it properly. I even have hidden surveillance video tape of them trying to put the wrong bolts in and putting them in crooked (removing them with shards of metal on them, proving having done damage to my car's permanent welded nuts. Desired Settlement: I would simply like the hitch to work properly and be safe, as I paid for in the beginning. This could included simply replacing the entire hitch (because, since they left a bolt out in the original installation, they have caused the hitch to bend, making it difficult to put a bolt in now), or find a way to put in the bolt without damage to my vehicle. They have already given me the run around for days now. This needs to be done by the time of t

Business

Response:

February 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and he relayed that the hitch was taken care of but was still out of pocket $50 for work he had done to his hitch previously. Mr. [redacted] did forward the receipt and Ms. [redacted] has issued a refund for the $50.

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, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To Whom It Concerns:

I have not received any refund as mentioned in UHaul's response.

This matter is not yet settled.

There was no way for me to reply on the [redacted] website.

Chris [redacted]

###-###-####

Regards,

Chris [redacted]

Business

Response:

March 20, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, reviewed the information Mr. [redacted] provided. She informed our office she was trying to obtain a current mailing address from Mr. [redacted] in order to issue him a check. She did hear back from him and issued him a check for $50 to the address he provided.

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

Review: I ordered a truck and trailer to move myself to [redacted] from [redacted] in late February. The truck was fine, my issue is only with the trailer, and now the customer service or lack thereof. U-Haul's system said that my car, a 20[redacted] would fit on the trailer I rented. When I got it home, it became clear that it absolutely would not. Not only is the car too low, but the clearance on the front from the wheel chalks to the front of the trailer is too short, and the chalks are too high for the bumper clearance. I then tried to back the car onto the trailer but realized that only one side of the trailer had the flip down wheel cover and that even if I did manage to fit the car on, I would have to shimmy out of the drivers side window to get out.After trying for two hours to make it work, I called customer service to see what they could do for me. They advised me to take the trailer back to the original location, adding another hour delay to my trip. I told her I would just tow the empty trailer to the [redacted] location and that they could handle it then.I've spoken w/ multiple customer service representatives, the branch manager--who's standing in for the absent general manager of the location--and nobody is willing to do anything for me to refund me the money, even though their system is incorrect. The best they are willing to do is give me VIP coupons for my next rental. That truck and trailer was my 3rd truck in 2 weeks with them, and I can say that I will never utilize U-Haul again unless this dispute is settled.

Product_Or_Service: auto transportDesired Settlement: DesiredSettlementID: Refund

I want to be refunded the amount of the trailer, and the safe tow package that we paid for the trailer. I also want reimbursement for the flight back home, and the fuel cost/wear and tear on the car that it'll take to move my car down to my new home.I would like to make it clear that I waited a week and a half to find the cheapest flight, i'm calculating mileage based on the highest EPA #'s and using the federal reimbursement figure of $.51 per mile for gas and wear

Business

Response:

March 20, 2013

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

Ms. Elena Hatchell, our Executive Assistant for the U-Haul Company of San Francisco, followed up on the information Mr. [redacted] provided. She informed our office a refund for the rental will be issued to Mr. [redacted] along with a VIP Certificate for $100. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a truck through the U-HAUL website. I did that about 2 weeks ago. (Ordered a 24ft truck). I received a phone call the night before I my reservation at 8:20 PM ,which my reservation was at 8:30 am. They called me to tell me "they are working my reservation". WHAT?! How are you working on my reservation that was already set. AND be telling me 12 hours before I am set to pick up. I cant even get another truck at a different dealer as its too late to get a truck for tomorrow morning!!! What am I to do?? I'm supposed to cancel my movers and just not worry about loosing another day at work. I tried to call customer care a few times and the first time they couldnt help me which wasnt ok. So I called back, they then got me to the guy who originally called to let me know the news. He mentioned I'll just have to wait. When I told him I need a solution he said I have to wait. Why am I paying a price because you cant run your business the right way? Because you messed up my reservation I'm the one suffering and its just no big deal right??!!!Desired Settlement: I want to have my truck tomorrow and for free!!! And since that doesnt sound like that will happen I will want a a truck by sunday! and I want it free as well. Insane to think how I was treated and how you messed up so I'm to just deal with it. Not happy at all.

Business

Response:

September 11, 2012

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

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He mentioned that the reservation for Mr. [redacted] was for September 1st. He also explained, according to the notes that are documented in his reservation, he was offered a truck at an alternate pick up location and advised it could not be delivered to him when requested. Mr. [redacted] stressed this was the only truck we had available at that time. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location. Having to offer other options can be due to a number of reasons and include customers not returning equipment on time or the appropriate location, as well as equipment malfunction.

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 9198587, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

we were offered to pick up in another location over an hiur from our house we were offered to keep waiting too nothing was ever done I called numerous managers and even higher up in corporate and never heard a word back. they also waited until a few houslrs before I was supposed to pick up to tell me they dont have my truck I hired movers and now no truck and then when offered to go over n hour away to pick up a trucj thay was smaller it was already afternoon this is not acceptable at all

Regards,

Business

Response:

November 27, 2012

Review: For the last year I have had a unit with you all #[redacted]. However on 3/10, it came to my attention that they unit was vacant. I have heard three different stories to why this happen. The latest is they are blaming it on my husband. They are claiming that he asked them to cancel my unit. This is the third story I have been told from [redacted]. I was told that my husband asked to close the unit, but the strange thing is that if my husband had requested, why was our lock still remained on the unit? Now it really gets strange, because my husband was on a ship in the GULF on his way to [redacted] when [redacted] is claiming he requested to close my unit. Now again, if he supposedly requested it to be closed why was my lock still on the unit. The next story I was told that we left the unit open so they placed a lock on it. Again with my lock present. The young man by the name of [redacted] walked out to the unit with me and saw my open my unit and my item seem to be present. I will be filing a claim because some of my items are missing. Then the next story I heard was that. They moved everything out of the unit because it had been closed out. LIES AND MORE LIES. Someone is covering their butt because someone screwed up BIG time. Everything is done via contract, on paper. Who signed the request and if my husband requested it to be closed, why didn't he move our stuff out and sign something requesting it to be closed. We have had several problems with these U-Haul locations and frankly it’s becoming outrages. Then on top of that, I have been sending my payments bill pay each month and now my last payment is la la land? Where is that payment? My husband didn't request to have my unit close and neither than I. Now the location thinks one month free rent is going to justify what I have been through with this unit and the stress over my items. I come back from overseas and have to deal with this.Desired Settlement: 2 months free and someone to prove and explain when my spouse told them and what did he sign. He guy was on a ship on he way to [redacted]. Why someone is covering up their own lies and mistakes

Business

Response:

March 15, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Gulf Coast TX, followed up on the information Mrs. [redacted] provided. She informed our office Mrs. [redacted] was contacted and advised that they would be providing her with 2 months of free storage 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

Review: I rented a U-Haul truck at the U-Haul - ** location off of [redacted] in [redacted] on May 1st, 2014. At approximately 1:15 pm that day, as I was driving inside of the parking garage, I hit the top of truck on the garage and scraped a hole about two feet in diameter in the roof. I called my [redacted] company as well as U-Haul and their [redacted] company and reported the incident. Through the last week I had been in contact with my auto [redacted] agent, [redacted] of [redacted], sending him pictures and all letters and forms I had received from U-Haul. As far as I knew of today, May 14th, 2014, the matter was being investigated by both [redacted] parties, and I was waiting for adjustment numbers to come in.

At noon today (5-14-14), I tried buying lunch but my debit card was declined. I checked my account and saw U-Haul had deposited $390.43 from my account, over-drafting my checking account, and leaving me in the negative. I had zero knowledge of why this charge occurred, was never notified by U-Haul that this charge was going to be made, and did not authorize the charge. I am to be flying home to Iowa tomorrow morning (5-15-14) at 6 am and I have no cash, no money in my checking account, and after spending the last four hours trying to save myself, I have found that no one at U-Haul wants responsibility to help me with a terrible inconvenience they have created for me.

I spent two and half hours on the phone with U-Haul trying to understand why the charge had been made. I was told that the charge was for half of the damages to the truck. I understand that the accident was my fault, but the incident had just happened, the [redacted] process had just begun and U-Haul and [redacted] had not even contacted each other. I WAS NOT TOLD I WAS GOING TO BE CHARGED $390.43 AND NEVER AUTHORIZED THE PAYMENT. I was not treated with respect on the phone with U-Haul, especially when I contacted the office where I rented the truck from. I was sent in TWO loops over the phone trying to find someone who could help me figure out why I was charged. No one seemed to have an answer or mind the circumstances they put me in. I just kept getting transferred to another operator where I would have to repeat the story.

I finally got connected with [redacted] in the billing department at U-Haul and she was able to help me a little bit. She actually listened to my story and what happened, wrote up a report for me and agreed with me that the charge should not have happened and she apologized repeatedly. She explained that at least three weeks time should be given before I am contacted about damages so there was time for adjustments and was quite confused as to why I was charged without the [redacted] companies exchanging information at all. She could not, however, debit my money back to me. The best she said she could do is file the report and then told me someone would be calling me within the next three business days, still leaving me without any money, furiously angry, and hopeless that I'm going to get helped before financial problematic situations arise.

My bank let me know that there is nothing they can immediately do because I used a debit card to purchase the truck and have kept my card number to charge me for damages WHICH I NEVER AUTHORIZED OR SIGNED FOR. U-Haul did let me know on the phone, however, that if I did try and put money into my checking account, U-Haul would automatically pull the money out until the final bill of $845.05 is paid in full, so transferring money from a family member into my checking account won't work unless the amount is over $500 to cover the full charge and overdraft fee and that just gets me back to $0.

After all that has happened today, through all the conversations with U-Haul, A BUSINESS THAT YOU RATE AS AN A+ BUSINESS, I am starving, completely flat broke, can't drive anywhere, am supposed to be at the airport at 5 am tomorrow morning, and most importantly, I do not have any answers as to when, how or if I will be getting my money back from U-Haul.Desired Settlement: I am desperate. Currently I have no idea what to do. I am starving and assume I'll have to ask for money from friends I barely know and just met.

I need the $390.43 debited back to the debit card it was charged on immediately as that is all the money I have to my name as well as some school loan payments that will be trying to pull from the account.

If I do not receive my money from U-Haul tomorrow (5-15-14), I plan to sue U-Haul for the work I missed this afternoon, the time ahead of me spent without any money and the nightmare of day they put me through today.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. He acknowledged he is aware he is responsible for the damage done to the U-Haul truck. Ms. Martinez issued a refund for the damage charge in the amount of $390.43 on June 10th back to his [redacted] account and advised Mr. [redacted] he would be notified what he owes for the damage when the claim is resolved through RepWest [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,[redacted]Executive AssistantU-Haul International

If you're driving a U-Haul truck for someone who's moving, make sure the person doesn't run into any problems with U-Haul's billing department. If they do, you're screwed if you want to rent equipment until the other person's bill is paid.
I helped a friend move out of her house but she wasn't able to complete her intended trip. She unload her belongs into storage and returned the truck to the place from which she rented it, as instructed by a U-Haul representative. U-Haul's billing people disagreed and charged her for the full one-way trip plus the extra days, even though she didn't make the journey. She's in dispute with them over the bill.
My story comes in when I wanted to rent a trailer from U-Haul last week but couldn't. Even though my name does not appear on the woman's financial contact, because I drove her truck -- they took a copy of my license for their records -- I'm denied service because of my "association" -- a U-Haul's rep's word, not mine -- with the person they consider owing them money.
First, U-Haul's employees are guilty of discussing someone else's financial business with me. She hired me to help her move, and her financial business with U-Haul is not my affair, nor should be discussed with me.
Secondly, this approach lacks ethical business practices. It's nothing less than extortion: U-Haul's hoping I will put pressure on the woman so I can continue doing business with them.
Well, I've got news for U-Haul. If this is the way they are going to treat customers, I'll take my business elsewhere and encourage others to do the same.

Review: I had reserved a U-hual trailer from the the location that is provided and upon picking up the trailer I was told that they rented out all of the trailers that day and I could either rent a box truck or go elsewhere. I had made my reservation via phone a few days prior so I felt as though this was a mistake on their end. Upon entering the store and inquiring about my trailer, I was informed that none were available to leave the state and my only option at that point was to rent a U-hual truck that would end up costing me an extra $1,000.00 plus gas for my move. My move did not require that much space and I surely wasn't happy to spend that money but I was told that was my only option. After my move I contacted the store and corporation and have been in contact with the manager of the store and she has told me that my reservation never existed and that her employees must have been "lazy that day" because in fact there were 12 trailers that were able to leave the state. So due to the stores laziness I had to spend over ONE THOUSAND dollars more than what I was originally quoted. I have still been in contact with the manager and she has stated that she doesn't understand why I am asking for the difference to be refunded to me. I told her that regardless if my reservation got mixed up somehow, I should have been able to rent one on the 12 remaining trailers. She keeps dismissing my complaint and is negating my side of the story. I'm not sure why I would have paid so much extra money if there was a trailer ready and available for someone to use. I have used U-haul in the past and have had outstanding customer service and have never had any issues with them or their employees. The one and only time an issue arises I am told that I am at fault and that I never had a reservation in the first place and that upon entering the store I only inquired about a box truck and not a trailer. In my opinion this is terrible customer service and I am extremely upset with how U-hual is handling this matter.Desired Settlement: I would like to be reimbursed for the difference of what I was forced to pay. I was quoted a trailer for around $350.00/$400.00 and ended up paying a total of $1,331.13 plus gas to fill up a huge box truck that I did not require for my move. I feel like asking for the difference is acceptable and should be given back to me due to their lack of customer service.

Business

Response:

January 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained he was unable to verify the information she relayed and that a refund would not be issued. We had provided Ms. [redacted] what she had requested.

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,

[redacted] I am not satisfied with the way U haul has chose to deal with my complaint. They are stating that I was never given a price quote even though I have the email to prove it. I was told that they would review audio footage that was recorded of me when entering the store property, they have not done it. I keep being told that my side of the story has been falsified and there is nothing they can do to prove that I did in fact inquire about a trailer. They have told me that they have absolutely no record of me calling the store or no record of the price quote. Im unsure how all this info has been erased from the system but as I stated above, I have the emails to prove it. So as of now, this complaint has not been settled and I have no problem taking the next step to insure that my money be rightfully refunded to me.

Business

Response:

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He spoke to Ms. [redacted] after doing a great deal of research on her transaction. He relayed he would not have seen the quote due to the fact he was researching for a reservation. He specifically asked if anyone asked her for her hitch information on her 2008 or 2009 Pontiac G3 she was driving, which he stated would not pull a 6x12 U-Haul trailer. She replied she was renting a pick up from [redacted] to tow the trailer. Mr. [redacted] asked how was she able to supply the hitch information to make a reservation and Ms. [redacted] explained she received the information from [redacted]. Mr. [redacted] called [redacted] and was informed they do not rent any vehicles with hitches for towing and do not rent pick up trucks one-way. He did view the security video at our U-Haul location, which showed that her Pontiac was driven to the Lafayette U-Haul location. She spoke to our GM and asked for a 14' U-Haul truck. He did not have one but our West Washington St. location did. We made the reservation and she left and went directly to that location and rented the truck. Both U-Haul locations had at least 5 or more 6x12 trailers. Mr. [redacted] advised our office that with all the above considered, he concluded Ms. [redacted] was trying to rent a trailer but she did not have a vehicle capable to tow. He called Ms. [redacted] and left her a message on what he found from his research and relayed he cannot verify the information she gave. He still believes she was served and given what she requested.

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

Review: I reserved online at uhaul.com a 20' truck for my move a half hour away from where I was living. I reserved it on Sunday June 23rd for June 29th. I received a confirmation email with master order number [redacted]. The email stated "a local uhaul representative will contact you to schedule you at the most convenient location with available equipment". I received a call from the 1-800 number on Friday June 28th while I was eating dinner. The lady stated that they had no trucks available for me the next day despite my reservation. She said may be they could have one for Sunday. I had all my movers and helpers ready for Saturday we couldn't do it any other day. So I called every uhaul and rental truck place with in 50 miles. They only place that had a truck available was [redacted]. It was going to cost me double but I had no choice. Also I had to move my stuff then drive the truck back to where I got it which would doubled my miles. By the time I returned it they were closed and that cost me more. I picked uhaul originally because they let you drop off at a location near you and they are the cheapest. I just now got internet and could take care of this.Desired Settlement: I would like to be reimbursed for the [redacted] truck I had to find at the last minute despite my reservation with uhaul.

Business

Response:

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. He informed our office Ms. [redacted] made an internet reservation on June 23rd to rent a truck on June 28th. Ms. [redacted] was contacted and advised we did not have a truck at her preferred pick up location but we did have a truck at an alternate location 19 miles away. We offered her an additional 30 miles for travel to secure the truck. Ms. [redacted] declined the option and said she would call back. Ms. [redacted] canceled the reservation three hours later.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,[redacted]Executive AssistantU-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.When the lady called me the night before my reservation I was offered NO truck at all! She stated that they had no trucks anywhere head me and that maybe one would be returned Sunday that I could rent but it wasn't a guarantee. After I hung up with I called everywhere from reading to the poconos looking for a truck and the lady was right, no one had one. I was forced to get a twice as expensive truck thru [redacted] despite my reservation with uhaul. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, reviewed the information Ms. [redacted] provided. He informed our office, after checking further, he realized the truck we planned on offering did not return on time, therefore, we did not have the truck to fill Ms. [redacted]’s reservation. According to our Reservation Guarantee Policy, Mr. [redacted] relayed he would issue a refund for the $50 Reservation Guarantee Fee because we were unable to cover her reservation.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,[redacted]Executive AssistantU-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: Had a class 3 hitch installed by U-Haul on August 11th, 2011, on my Jeep Liberty. A few days after the installation I happened to take a look at it under my Jeep, and noticed that there were 3 bolts on one side of the hitch, and only two on the other.Brought it back, the manager reamed out the installer and had him put in another bolt - he said he had stripped it so did not put it in.Thought nothing of it after that....until I went to another hitch company in 2013 to set up an equilization hitch (to use with this class 3).Dropped my Jeep off at Bell's Trailer Hitches, and received a call an hour later. They indicated that my hitch was not safe - they removed one bolt by hand (I am assuming that is the problem bolt from the above), and three others were loose. Only 2 of 6 were secure! The bolts were stripped, I had them replace them properly (I did keep the bolts for reference).Since the hitch had a lifetime warranty, I did have the option to return to U-Haul to have this addressed, but aside from the inconvenience, since I had already given them two chances to do this properly, I was not comfortable going back there again.It is not like they are selling hats - this is a safety concern for my family and anyone driving on the highway with me. I was upgraded to the weight distributing hitch because we had bought a heavier trailer - thank goodness this was caught before putting the stress of the additional weight on those two bolts.Bell's charged me $67.20 to fix the bolts. I had them write up the issue on the invoice (scan uploaded).Brutal, and very dangerous.

Product_Or_Service: Hitch and installation

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $67.20 I paid to Bell's refunded to my from U-Haul.

Business

Response:

December 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central Canada regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $67.20 back to his credit card as requested. The refund 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:

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. They have already sent the refund and I consider this complaint resolved.

Regards,

Review: They falsely advertised that I could move my 1000 sq. ft. in one of their UBox's, then upon delivery I tried to dispute that it would in fact fit all of my items, to which they assured me it would; then they charged me 238.90 even after I had to call and return the box. As a resolution the corporate office offered me two of the boxes for the original quoted price of 2054.00 and that the boxes would be delivered on July 26th. On July 27th when they still had not arrived I called inquiring about them and they had completely lost my reservation. I had to go through the whole ordeal again and now they have charged me a total of 998.00 and are holding my boxes hostage in [redacted] until I pay 2054.00 on top of the 998.00, which is not what we agreed upon. On top of all of this, not one manager has taken the time to call me and talk to me about this, instead I have been given the run around and hung up on.Desired Settlement: I want my boxes delivered for the amount of money that I agreed upon within the next week, or I want Uhaul to completely eat the cost.

Business

Response:

August 23, 2012

Thank you for your concern for our customer [redacted]

[redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information [redacted] provided. He informed our office [redacted]'s concerns have been addressed and resolved. He relayed that [redacted] was issued a VIP Certificate for $956.00 and the delivery fee for $425.00 was waived. Of the total bill, which was $2,054.00, the only amount collected from [redacted] was $673.00.

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:

November 29, 2012

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], advised our office they did another careful review of [redacted] concerns and sincerely feel a fair resolution was made. She added that their decision in the matter remains the same.

We hope [redacted] will take advantage of the VIP Certificate we sent her. We feel it can be of great value to our customers and is valid for two years. 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 and tape. We also sell permanent hitches, propane and locks.

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 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,

Unfortunately Uhaul remains unable to tell the truth and it is quite honestly kind of pathetic that they are so incapable of deciphering between making things right and good business practice versus just sheer stupidity and being stubborn. If they want to continue to stand firm in the belief that they have "done everything" in there power to resolve this issue as I am a "valued" customer, than they are all delusional. I too work for a large corporation that would NEVER treat people as if they can be easily discarded and completely disregarded, especially over something as small as a couple of thousand dollars. This is their choice to be stubborn, they NEVER sent me a VIP anything and it is rather unfortunate that they continue to lie about all they have done to rectify an issue that they caused by misleading advertisement. No business will continue to be successful, especially in this economy if they choose to mistreat and abuse the everyday working man. We are the people that keep them afloat and since this has happened I have heard horror story after horror story of people's general experience with Uhaul. I know that would not be the reputation that I would want my business to be associated with. The truth is, with so many other moving options I would never come within a hundred miles of another Uhaul as long as I live. I am glad that they feel confident in there decision, I do too.

Review: My complaint with Uhaul starts with the reservation representative. He misinformed me, stating that my request to have two Uboxes delivered by truck to my address in Texas on Thursday 08/01/2013 and pick-up on 08/03/2013 was a possibility. When I got the final confirmation call, [redacted] informed me that was not a possibility and subsequently suggested that I alter the delivery method to have movers deliver the boxes. I made a new reservation and received confirmation that the delivery method was changed. I also called to get confirmation from [redacted] that everything I would need for the new delivery method(boxes and trailers) would be made available. She chuckled and assured me that it would. Thursday morning came and my movers attempted to pick up the boxes however there were no double-trailers available as I was assured there would be. They were not available until the next day (friday 08/02/2013). I filed a complaint. [redacted] responded with a 50.00 credit (which never reflected in my account). I had my movers then take the loaded Uboxes to the warehouse. That Monday (08/05/2013) I sent a "Gypsy Moth Form" a form that is need to ship items to California. Verifying that there are no living organisms on items in the Uboxes such as fridges or bicycles (both of which I stated were in the Ubox). That was the last item needed for shipment. I emailed this form to [redacted] on 08/05/2013. Instructed that I wanted to proceed with shipping. Mr. [redacted] assured me the boxes would be shipped out. I missed a call from Mr. [redacted] later that day. I called back to get confirmation there was nothing else I needed to do. He assured me there was not. 08/12/2013, I drove to Los Angeles where the Uboxes were to be shipped. I called to get confirmation on where my boxes were. I was offered two call backs. When I finally received a call back from [redacted] I inquired of where my boxes were. He said he didn't know. I found that odd and expressed my concern. He then stated: "I'm looking at your boxes right now, they're sitting on my dock." I inquired as to why when I was assured they were shipped. He said he didn't know but would start the shipping process. I informed him that I didn't find this to be in good practice and that I was already in LA. [redacted] was very rude to me, he interrupted me and raised his voice to speak over me. I requested a call back from a superior.

I never received a call back from a superior until well into the complaint process. My aunt (who had flown down to help me set up my new apartment along with the rest of my immediate family) had correspondence with [redacted] and [redacted]. After much back and forth my Aunt informed me that [redacted] would be calling me. I had to call uhaul several times to leave messages for a call that was suppose to occur first thing Tuesday morning. One call went particularly sour. I inquired of [redacted] whereabouts when speaking to [redacted] at this location. She informed me: "I am aware of whats going on, [redacted] is not here" I requested a second text to be sent to [redacted] to have her give me the call back I was promised. That request was denied. I informed [redacted] that I was here in Los Angeles with nothing and that I needed to speak with [redacted] and would call back. She stated with a condescending tone: "Well, Ms. [redacted] (she mispronounced my name) you can call back all you want but you are interfering with my schedule and the truckers aren't able to reach me." As I was talking she proceeded to shout: "BYE!" and hung up in my face. I reported this to Corporate. I then received a call from [redacted] who was also rude in that she did not seem responsive to help.

My fridge, clothes, furniture, toiletries etc were on the Uboxes. Myself and my family slept on the floor of my apartment with nothing for a week straight. We bought only what we needed and subsequently had to eat out each night. I did not receive a call back from [redacted] until latter part of the week. When we finally spoke he informed me that we would work out something for the refund and that he was: "leaning towards a full reimbursement". I inquired of all the money I had to spend b/c of their error. He advised me to email him the receipts. When he received them, he didn't want to proceed with a full reimbursement, solely the shipping cost. I informed him that was not okay. He credited back the rental cost for Uhaul services but refused to reimburse me for the money spent on top of that amount.

I will never use Uhaul again and would recommend that others steer far from this location as there is little communication between departments, companies and people. Furthermore, the customer service is severely lacking. Any problems that arise are not handled in a timely nor professional matter.Desired Settlement: [redacted] assured me that he would "work with me" on this issue. The service I expected and paid for was not rendered as it should of been. Subsequently, I was out of over 200.00 of money that I had to spend because of negligence on Uhaul's behalf. Not to mention the way the employees handled the situation over the phone. I believed him to refund me the money I paid for services that were rendered poorly, but also to reimburse me for the funds I had to pay on top of that. He stated that it was "unfair" of him to ask that. However, I feel it is "unfair" of Uhaul to essentially forget to do their job, cost me money, and then not reimburse me for it.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He advised our office he issued Ms. [redacted] a refund for the shipping fee, U-Box rentals and Safemove on both boxes, making a full refund.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,[redacted]Executive AssistantU-Haul International

Review: The company proceed in selling my stored items at auction even though by law they were not allowed to do so, as I was in bankruptcy status. They were notified via the bankruptcy courts and by messages left by me. My calls have yet to be returned and now I no longer have valuable personal items as they have been sold without authorization. These items cannot be replaced.Desired Settlement: I would like a cash settlement of the cost of my personal item, all of which have/had personal and monetary value.

Business

Response:

May 16, 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 Phoenix Metro, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] had been a storage customer since January of 2008 and was continuously late. We sent her numerous letters and made numerous letters advising her she was late on her payment, had a lien against her unit and notices of an auction pending. Mr. Parker relayed that proper policy was followed with her storage unit and subsequent auction. A refund will not be issued.

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.

Regards,

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.

Regards,

Hello [redacted],

I am refuting UHauls response due to false statements. I was not constantly late (that is not relevant anyway) nor did they follow Bankruptcy court protocol. The guidelines/laws clearly state they could not move forward while I was in bankruptcy status, yet they did and I was not notified. They clearly broke the law.

Please let them know this.

Thank you.

Business

Response:

June 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Phoenix Metro, reviewed the information Ms. [redacted] provided. He advised our office, in reviewing the account history for Ms. [redacted]’ storage unit, he stated U-Haul is in no way at fault for her items being auctioned. We followed proper policy. The account shows numerous notes of calls being made to let Ms. [redacted] know of the late fees as well as letters being sent to her and her alternative contacts. She is responsible to update contact information and let us know of any legal issues. None of this was provided by her and it is now two years later that she is disputing our necessary actions. Mr. Parker relayed that legal procedures on Ms. [redacted]’ behalf were not followed.

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am rejecting U haul's response. At no time did they advise me of their intent to overdrive the Federal Bankruptcy Court, by either emails, phone calls, or letters. To say they never received notification from the bankruptcy court trustee would be a fallacy. As they promptly notify everyone that needs to know. If their office did not document the notification properly that is due to no fault of my own. What they did was unlawful and I do expect restitution.

Thank you.

Sincerely,

Review: Reserved on line a truck rental at [redacted] recieved a order/reservation confirmation number of #[redacted]. Recieved a phone call this morning (supposed to pick up the truck TOMORROW 6/28/13) informing me that they have no trucks available for the rental. So now I have all my stuff ready to move and NO TRUCK! they offered me a truck which is 20 miles away in which I would have for less than 24 hours AND I would be resposible for the milage. I reserved a truck that is less than 2 minutes from my property that we are moving from I reserved for 3 days and all they can give me is a $50 credit in which I wouldn't end up usuing because I don't see myself moving in the near future. How can they get away with this???

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 attempted to speak to Ms. [redacted] or about July 1st but reached her voice mail. She left a message with her contact information. Ms. [redacted] explained that Ms. [redacted]made a reservation 2 days ahead of time for a 3 day in-town rental. She was offered different options with available equipment but declined them. Ms. [redacted] issued Ms. [redacted]a check for the $50 Reservation Guarantee fee, which should be received within the next 10 business days if not already. No further refund will be issued.

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: Auto trailer was rented from U Haul. They istalled tow hitch which was purchased there from them and trailer was istalled by them. At time of attempting to drive car that was to be towed onto trailer. Trailer came off hitch and damaged vehicle that was used to tow.Desired Settlement: For U Haul to accept responsibility and pay for repairs to my vehicle.

Business

Response:

August 15, 2012

Thank you for your concern for our customer [redacted]

[redacted] a Senior Customer Service Agent, sent [redacted] an email requesting additional information in order to properly address his concerns. We need to know the name of the lessee listed on the rental agreement along with the address of the U-Haul renting location and the date of the rental. The rental contract number would be helpful if available as well. As of August 10th, we have not heard back from [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

Business

Response:

October 3, 2012

Thank you for your concern for our customer [redacted]

[redacted], Claims Manager for [redacted] sent [redacted] a response in regards to his claim. A detailed explanation was provided why his claim for damage was denied.

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 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,

I disagree with u haul's decision. On the grounds that we were told that we are not to touch equipment that was rented. The general manager's words" we hook it and the other u haul unhooks it, you guys don't touch it.

Review: On 6/17/2013 I rented a 17 foot UHaul truck and car dolly for my move from [redacted], ** back Surprise, AZ. The truck had just came from a service shop and when I received the truck I was unaware that the trailer lights were inoperable and from [redacted] somewhere along the lines to [redacted] a safety chain for the trailer broke. I took it to a UHaul store in [redacted], [redacted]) where I had an employee look at it. He checked with a test light a few connectors and told me thats all he could do for me and walked away to fill a propane tank, anther employee walks up and tells me that I need to call roadside assistance then he proceeds to a car and goes to lunch. I called customer service to make my 1st complaint. After the repairs were made I proceeded to get back on the road and the truck was hard to handle pulled all over the road vibrated horribly. When I reached the [redacted] state line I had a tire blow out. After the tire was replaced I got back on the road and just west outside of [redacted] the truck lost power going up a hill would not accelerate above 45MPH and the check engine light came on. Roadside assistance had to come to my location for the 3rd time in my travels. At that point I called UHaul customer service to make a a second complaint about the experience that I was having with the equipment. The lady from customer service told me that she was going to submit all my complaints to upper management and I should hear back from upper management no later than Friday 6/21/2013, I never received a call from the company so I called today 6/22/13 and my claim has never been submitted higher. Now I am told that its going to be another 2 days before I hear back about my complaint. I am completely dissatisfied with that company and will never rent a thing from them again.Desired Settlement: Still waiting for a response from the company

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:Sir - I am sorry about the service that you received at the location in [redacted] - I am asking our customer service dept. to send information to that regional office to address that issue - after revirwing your problems with the truck I am issuing a credit to your card for $425.00- this is adjusted on the $825.00 base cost of the truck- You should see that credit in about 5 business days- I have reviewed this with [redacted] the manager of the location in [redacted] where you got the truck.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,[redacted]Executive AssistantU-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.The amount I was given did not satisfying I feel that uhaul is trying to get out of this easier. I think uhaul owes me the full amount of money that I used to to pay for this move to be refunded 100% I will never rent from you again and I don't see how this company is still in business with the way they treat customers, rent out faulty equipment. Renting from this company has been the worlds biggest hassle. I will make it known to everyone I know to never rent from this company. As working retail I know how well the word of mouth is and by me telling people not to rent from uhaul it may not be devastating to the company but I know that bottom dollar counts and numbers will drop. Please reconsider your way of making this right. I should have just rented from budgetRegards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He informed our office he corresponded with Mr. [redacted] by email and advised him of an additional $100 refund as a supplemental adjustment and to be a final resolution.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,[redacted]Executive AssistantU-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: The company automatically withdraws my monthly payment. For December they withdrew 12 times instead of 3. They overdrew by 830 dollars. My account is now in the negative and every time they call they say it will be refunded in 24-48 hours. Unfortunately, that was 5 days ago. I have no money for food or gas to get to work. I forgot how good ketchup on crackers tasted, so I guess I should be thanking them for that. Also, I am currently catching overdraft fees on my account because of this. They have lied to me, saying that they issued the refund but my bank is not releasing the fees. I feel, overall, mislead and mistreated.Desired Settlement: I would like the overdraw refund, and a refund for overdraft fees. Also, if this is not refunded within 24 hours, I would like compensation for missed work as I no longer have a means to get to work.

Business

Response:

January 6, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office that appropriate refunds were issued back to [redacted] credit card and they are currently waiting to hear back from [redacted] to confirm NSF fees.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,[redacted]

Executive AssistantU-Haul International

Review: I am writing this story in hopes that SOMEONE at Uhaul will care enough to do something about their outrageous and dangerous business practices that cost me a lot of time and money, but could've also cost me my life. I rented a 6ft x 12 ft trailer to tow my belongings from [redacted] to [redacted]. They charged me $446.65 for a Trailer (when I moved from the exact same place in ** to ** 3 months earlier they only charged me $168) for a one way rental. I picked up the trailer, paid movers $195 to load the trailer, then I started on my 687 mile 11 hour journey. Within 25 miles I hear loud squeaking coming from the rear wheel of the trailer, and the trailer would shake whenever I tried to stop. I found a rest stop and looked at the wheel on the trailer and it was SMOKING. I called Uhaul and they said they would dispatch Roadside Assistance. After waiting for 2 hours, Roadside Assistance shows up (NOT Uhaul, 3rd party tow company) and after jacking up the trailer, removing the wheel, and removing the wheel drum, the brake system LITERALLY FELL OUT IN PIECES. (PICTURES ARE ATTACHED) The brake pads were so worn that that are nothing left (Pic 1) and the braking system springs and bearing were so worn that they are disfigured and in pieces (Pic 2). THIS IS WHAT I PAID $446 FOR??? The Tow service guy told me that this was complete negligence on Uhaul's part, they clearly did not look over the equipment prior to re-rental, and if I would've continued to drive on this it could've very well caused the wheel to fall off and RISK MY LIFE. So I had to drive to the closest Uhaul, pick up another trailer, and in the Uhaul parking lot unload the ENTIRE TRAILER and RELOAD THE NEW ONE BY MYSELF!This took another 4 hours, almost 8 hours total. I then had to get a hotel ($220) and start my journey again the next day. Again, look at the PICTURES of the parts of this trailer. How can Uhaul rent out machinery in this type of condition?? NO CONTRACT PROTECTS A COMPANY FROM NEGLIGENCE. I have repeatedly called and tried to get some sort of refund considering this cost me more time. effort, and money than I could even calculate, but they won't even return my calls. I even got the cell phone number of Uhaul CEO [redacted] and have left him 3 different voicemails and he has never responded or had anyone else respond. This faulty equipment could've killed me, and they won't even refund my money??? I will not stop until Uhaul is held accountable for the money, time, and effort that this has caused. If anyone has any information that could help, please reach out to me and let me know. My next email is to Local News? Stations if I cannot get help.Desired Settlement: Refund the rental charge of $446. 65.

Business

Response:

January 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Vice President for U-Haul International, contacted [redacted] and addressed his concerns. A check for $923 was issued to [redacted] for a refund on his rental. He should receive the check 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,[redacted]

Executive AssistantU-Haul International

Review: On March 19, 2014, I purchased an Easy Pak Box Kit, in preparation for a move. The kit contains multiple small and medium boxes, each box clearly marked: "100% Buy Back Guarantee of Unused Boxes with Receipt."Long story short, they refused to buy back the boxes, despite the fact that they were unused and I had the receipt, stating that the Easy Pak Box Kit isn't part of the guarantee.Minimally, this is deceptive advertising, and at worst, they are guilty of fraud. Nowhere in their materials does it say that the Easy Pak isn't part of the guarantee, it isn't on the receipt, they did not tell me that at time of purchase; furthermore, each box in the Pak is marked with the guarantee.

Account_Number: [redacted]Desired Settlement: Refund

I want U-Haul to buy back the unused boxes as advertised. Additionally, if going forward they plan to exclude the Easy Pak in the guarantee, they need signage to indicate that so they don't rip off anyone else.

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Arizona regional office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back. In addition to a refund, he would like to offer Mr. [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. He hopes to receive a return call soon.

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 reserved my truck and storage rental through the customer service number. I spoke with a Guy & inquired about the free month of storage with a truck rental. He told me that that special is when you are going one way to a different city or state. But then he said he would go ahead and give me that special since I thought it was with any trick purchase. I was very excited because originally I was just going to inquire about the storage and compare prices with other companies & I wasn't going to rent a truck. But with that special that worked out even better and the truck would b helpful. So when I arrived @ U-Haul in Northgate in [redacted], Ohio, I checked in to get to get the truck with no problem but when I was checking in for the storage, the manager told me that I owed almost $100. So, proceeded to explain to him what the guy and customer service said about going ahead & giving me that special but he said that there was no note in the reservation saying that & he also said that he wasn't hurting for storage business and that he had 95% occupancy and he wasn't giving me that special because it's only for one way truck rentals. I tried to call customer service and ask them what happened but the first two times, I was hung up on! So by this time, I was stuck because I had to be out of my apartment that day and I would have no where to put my belongings if I hadn't went ahead & paid the money. So after I left U-Haul, I called customer service again and spoke with a nice lady who told me that she would file a complaint & someone would contact me within 3 days. She also said that the manager is able to pull the taped call. So, I would like a copy of that call and I want them to refund my money after they hear what that guy said. That is not right to promise a customer something and then when the customer arrives and is desperate and in a pickle, change the price & she will be forced to pay. I'm in the middle of planning my wedding and trying to figure out living situation, that money we were forced to spend wasn't in our budget! We would have searched around and found a etter price and we would have not rented that truck, had we known U-Haul was basically lying to us and playing a game!Desired Settlement: I would like the customer service phone call to be pulled & reviewed & I would like to receive a copy of it as well. And after the managers actually hear what was promised to me, I would like to receive a refund of that money I paid yesterday because it was suppose to be free for my first month, per the gentleman I spoke with when I called Northgate Uhaul's number & pressed the corresponding number in order to book a reservation.

Business

Response:

July 9, 2012

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

Mr. [redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and advised her of a check he issued her in the amount of $101.80. The check left our Phoenix office on July 6th and should be received within 10 business days after that date.

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