J.R.J. Tara Corporation

Review: The representatives are not friendly or helpful at this location. First, the rep was trying to force me to buy the insurance through U-Haul. This was not necessary for me as I have insurance that would cover the truck. Before leaving, I mentioned that the two front tires on the truck had almost no tread. The rep did not agree and did not want to note it on the rental agreement. Finally, the rep agreed to note it. I filled the tank on the truck about 0.1 mile from the business before returning it at about 7:45 that same evening. It was full. The next morning one of the reps call me saying the tank was not full.Even though I was going to be late for work, I went back to the business. Upon arriving, I was told the truck had been started 3 times and moved from where I parked it. I tried to put gas in it and the tank overflowed. The rep even saw this happen. He got in, started it up, and said that it still was not full and that they were going to charge me for gas. Obviously, the fuel gauge was malfunctioning or something because no more gas would go in the truck. The rep also tried to charge me for not having it back by 8 the previous night. Nothing was said about this nor was it in the contract. I was told to have it back before 7 the next morning because someone else had reserved it. My whole experience with this U-Haul was extremely unpleasant. The staff did not understand simple English it seemed to me as at times they looked at me like I was speaking a foreign language. I will never rent from U-Haul again.Desired Settlement: I do not wish to have a complete refund as I did use the truck but I would like some compensation for rude and incompetent staff. Maybe a partial refund. The rep saw the gas tank overflow and still was going to charge me for gas. That is rediculous. Also, nothing was said in writing or verbally about being back by a certain time and then the rep tried to charge me for extra time.

Business

Response:

September 12, 2012

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

Ms. [redacted], our President for the U-Haul Company of Memphis, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for the rental in the amount of $65.46 was issued back to Ms. [redacted]'s Master Card account. The credit 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

Review: I Have never been a customer oh U-haul or any of their affiliates. Yet I Have been receiving and automatic bill payment out of my account for months.

I am making a formal complaint about the general manager [redacted] at the [redacted] branch location and [redacted] his direct manager. on Sat 6/8/2013 I contacted [redacted] because of a several u-haul charges I noticed coming out of my Wells Fargo account as an automatic debit payment. I do not own a u-haul storage unit nor have I ever lived in Tampa. I explained to Mr. [redacted] that I paid a storage unit for my roommate [redacted] in the amount of $94.15 on 08/20/2012 so he did not lose his living room and bedroom furniture set. we presumed conversation were I begun to ask questions on how u-haul processes their payments for a rental unit. Mr. [redacted] explained that they call their customer on the phone and authorize a payment from the credit/debit accounts they have on file. I have not received any of these calls yet I was billed unauthorized charges of another $474.90 over the time frame of six months. Mr. [redacted] asked me to send him an email of my bank statements which I did the same day we spoke 07/15/2013 to his e-mail of [redacted]. [redacted] told me he would get back to me within a weeks' time with a resolution to how they can accommodate me for my loss. [redacted] wanted to contact [redacted] before giving me any refunds which I was ok with. after two weeks I called the store and spoke to one of the supervisors when I asked to speak to [redacted] I was told [redacted] went on vacation and was not returning for another week. I then asked to speak to his manager in hopes that I can have this resolved. the supervisor on referred me to [redacted] who is the [redacted]eting manager for the u-haul Tampa region. I spoke to [redacted] and she told me specifically "give me three days and I will have an answer." after yet another two weeks I began losing patience with u-haul and their customer service and sent another email to [redacted] asking him to contact me at his earliest convenience. the email was sent on Fri 7/12/2013 5:35 PM. I have never received such poor customer service from a business institution to the point that I am contacting the Revdex.com for assistance. on Mon 7/15/2013 1:47 PM I forwarded my statements once again to [redacted]....NO RESPONSE. at this point I contacted the u-haul customer service number and asked for them to assist me with this matter in which I was playing phone tag and getting the run around from their Tampa team. The customer service agent escalated my issues but I have still not received any calls messages or compensation for my loss. The dates of the unauthorized charges are the following; 09/14/2012 $94.15, 09/28/2012 $79.15, 10/27/2012 $79.15, 11/26/2012 $79.15, 12/21/2012 $64.15, and the last one which is the one I noticed $79.15Desired Settlement: I am seeking a settlement of $544.90 The dates of the unauthorized charges are the following; 09/14/2012 $94.15, 09/28/2012 $79.15, 10/27/2012 $79.15, 11/26/2012 $79.15, 12/21/2012 $64.15, and the last one which is the one I noticed of $79.15 I received two overdraft charges of $35 for two payments from Netflix that has came out which I should have had the funds in the account therefore would have never received the fees

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[redacted], our Executive Assistant for our Tampa regional office, followed up on the information Mr. [redacted] provided. He has left several messages for Mr. [redacted] requesting a return call in order to obtain additional information to resolve his concerns. He has not received a return call but hopes to hear back 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: (Involved location: [redacted])

Originally sent 5/21/13. Had to contact again to get sent to you.Hello my name is [redacted]. [redacted]. I work two jobs, and can only speak on my cell after 4 pm weekdays. After 12 on Saturdays. Please understand, I have been in customer service for over 20 yrs. So I wanted a few days before I decided to contact Uhaul one last time. I do understand difference between a bad customer, and bad service.

This starts with a purchase of a new car I made on 5/8/13. Before I purchased my car I even called Uhaul from dealership to verify I could attach a hitch to vehicle. I traded a 2006 equinox which I had a Uhaul hitch put on 2 or 3 yrs ago. I mention this first for couple reasons. One cause I was very happy with uhaul and service I received at Dryden road. Also because it comes into one issues I had with my recent dealings.So when I called back to uhaul the same evening of 5/8/13 to set appointment to have a hitch on, I explained I needed on before following Thursday, due to a commitment I made to my parents to use my 5x7 cart to retrieve cargo from Cincinnati, and take back to [redacted]. I made an appointment for Friday 5/10/13 at third st store. I wasn't really up to go to that area, I preferred Dryden rd again. I was informed it was closest to me that had parts available, except the Cincinnati area. So I said OK, and gave a $50.00 deposit. On Thursday 5/9/13 I was speaking to a uhaul rep. who contacted me, while I was changing for jobs. She was trying to let me know something, then I got second call, I thought might be my job so I flipped over, it was [redacted] from the Store. ( Did not know at time he was main manager). He was very abrupt and quick toned. I was trying to change and eat. He started telling me all kinds of stuff. My parts aren't there, he had hitch not lighting, I was like what hold on,uhaul on other line, I don't understand what everyone telling me. I said I would have to call him back I as on other line with uhaul. [redacted] was like I'm the store I don't have your parts, that if I wanted on Friday, I was going to have to pay shipping, wasn't there problem. I told him I'm not paying shipping, ill got other store in Cincinnati, he jumped in said it was over 160 miles nearest has parts, I said didn't know what talking, I was switching back to other uahul line, i'd call him back. I switched back over explained what was happening. I was eventually transferred to a customer rep in customer service. I believe it was [redacted]. I talked to so many people I lost track. Some where rude and some where like and what do you want me to do attitudes. I wanted my hitch on before next Thursday. This lady was only person in my entire dealings with uhaul that I felt took my problem on to try to fix. If I wanted to wait later on parts I would have gone to Dryden rd. its 3 minutes from my house. Eventually after a lot (crap). I was called by assistant mgr [redacted] that they would have parts sent, my hitch would be completed by time I needed. Monday hopeful, Tuesday for sure. I said jokingly, that if wasn't, they would be lending me a truck to take 20 small boxes to my moms. No one agreed or disagreed to this. So assume would cross that if came to it. I know the routine. [redacted] was an as, [redacted] was suppose to smooth over. I let it happen so. I went down Tuesday after I confirmed Monday that I had an appointment. Because no one was calling me after said would, excuse was I was on list to call yet. It was after 4 when I called myself. I went to appointment at 4:45 Tuesday. [redacted] was very quick to leave my presence, [redacted] took care of me. ( so back up to when [redacted]. called to smooth over)We spoke on phone ([redacted].) I thought he understood me, when I explained I had 2006 equinox, we discussed whether I could transfer that onto this 2013 Camry. They were both class 3 hitches. He said they were different due to underneath. I said OK. they asked if I needed hitch an balls. I said noDesired Settlement: DesiredSettlementID: Refund

Refund of Labor cost $110.00. Stated in above letter, I tried to contact several people and times, outside main gentleman dealt with. Noon responded at all to anything. Also as stated if they don't bother, Next buyer beware.

Business

Response:

May 31, 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 SW Ohio, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email and advised her of a refund for $110 for labor charge as 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:

[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: On 08/31/2013, we were sent to pick up our 26 foot truck at U-HAUL MOVING & STORAGE OF SPRING VALLEY, [redacted]. It was confirmed and we had our reservation number for this truck. We arrive at location to find that they did not have a 26 foot truck, that all they had was a 10 foot truck and we would have to have it returned back within 5 hours. We had no choice but to take the 10 foot to move our two bedroom two bath home from Lexington to Columbia. This caused us to make more then one trip from Lexington to Columbia, which is all it would have taken in a 26 foot truck. So we ended up having to pay over double the mileage at .89 cent per mile. We had reservations and Uhaul did not have what was agreed to, costing us a extra $67.64. We had contacted Uhaul after returning the truck, they said we would hear back from them within a week. Today is 09/22/2013, and we have yet to hear anything.Desired Settlement: We want our $67.64 refund for the extra mileage we were forced to use due to UHaul not having the truck we reserved.

Business

Response:

September 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our SC regional office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office a credit for $67.64 was issued back to their [redacted] account and should post on their 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On July 31, 2012 I reserved use of a car from UHaul through their UCar Share program in Salt Lake City, UT. When I tried to get into the vehicle, the numbers were not going through so I called the company (after having to locate a phone) and they gave me a new number to try. I still could not get into the vehicle so went home (on the phone, I told the man it was too difficult to find the phone and it would be several hours before I could call again in case I could not get into the car. He said that was fine).When I called UCar Share that night, I was assured I would not be charged, the information of my complaint would be immediately sent to the manager and I would be contacted that night. I was not called. The next time I called, I was again assured that my information would get to a manager and the charge would not go through. Unfortunately, I have been charged for use of the vehicle (and it said I used it, which is not true as I couldn't even get the door open!!). I have put a dispute through my credit card company(and they are not requiring me to pay the bill while they work on the dispute) and no phone calls to anyone at UHaul/Ucar Share will resolve this problem. I want my money back, my account removed from UCar Share and no more dealings with this horrible company!Desired Settlement: I want the amount charged to me ($15.64) returned to me through the payment I used to reserve the car. I want my account removed from this company permanently. I also want an apology for the worst customer service I have ever experienced in my life.

Business

Response:

August 31, 2012

Thank you for your concern for our customer.

Ms. [redacted], a Senior Customer Service Agent, followed up on the information Ms. Consumer provided. She spoke to our U-Car Share Department and was informed that Ms. Consumer will be given a full refund for the rental. As we value a customer, she was also sent a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Our U-Car Share Department mentioned that our system was being improved to be able to detect a dead battery, which will alleviate the problem Ms. Consumer 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 is correct, though not true. I want to mention that the certificate was refused by me (which, at the time, was made as an offer of $25 not $20) as I plan to remove myself from the Ucar Share program, due to this and other problems I have had with the company. Please make a note of this on your website should other customers wish to know that Ucar Share is not entirely honest. I will wait until for the business to perform the action of accepting the resolution and, if it does, will consider this complaint resolved.

Sincerely,

Review: I rented a truck on May 30 2013 and ended up needing it longer then expected. I called the location where I rented it. I explained to the gentleman that I was going to need the truck for an extra 5-7 days until I could get a storage unit and unload. Apparently noone communicated that and they ended up stealing the truck from the hotel I was at with EVERYTHING I own in it and took without trying to find out what room I was in or call to let me know the situation so we could figure out what was going on. Over the last 10 days I have called 4-5 times trying to find out where the truck was so I could pay what I owed and reclaim my property. I was transferred from location to location never getting a response from anyone. Finally today 27 days later I finally get ahold of a women who was willing to help figure out the situation. She asked if she could call me back (which I said was fine) after she looked over what was going on. She was the first person to help. . I recived a phone call from The regional marketing president who Instantly had a horrible attitude and personality and explained to me that his "Notes" told him that someone called me multiple times (which never happened) and that I now owe over $1200. I explained what the real situation was to him and without telling me he would look into it or make sure that what his "notes" said were true and accurate he told me that he would not tell me where my stuff was then he notified me that the had opened the truck. Without any permission from me and put it in storage and told me that if I didn't come up with the money he was going to auction my stuff off for whatever he could get and send me what money was extra after the bill was paid. I explained to him his "Notes" were wrong and that I had no problem paying for the days I had the truck. He then became completely ignorant and cocky telling me he wasn't doing anything to help me. These people have stolen my stuff put it somewhere and are telling me their keeping my stuff unless I pay $1200 and something dollars. This is the most un responsible supposed marketing President I've ever talked to. Being a busines owner I know somethings can misconstrued and mistakes can be made. I would expect him to look over what I was saying and work with me to come to a conclusion to the problem so we both get what's owed. I feel that my entire house is being held hostage and their trying to pressure me into paying money I do not owe.Desired Settlement: I will pay for the days I had the truck but not after they took it and didn't call or contact me, which should be a little over $600.

Business

Response:

May 29, 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 o[redacted] followed up on the information Mr. [redacted]provided. He informed our office he previously spoke to Mr. [redacted]and will be contacting him again to try and work out an amicable settlement.

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: Business charged for gas surcharge and fuel when the truck was turned in with more fuel than I picked it up with.

I rented a truck from u-haul. It had 1/4 tank of gas when I picked it up, when I turned it in I left more than 1/4 tank and the attendant noted as such. When I received my bill, they charged me for the truck being less than 1/4 full. Unethical!!!!!Desired Settlement: I want to pay for what I agreed to not overcharged

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Our records indicate a credit for $58 was issued back to Ms. [redacted]’s [redacted] account on May 13th 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,[redacted]Executive AssistantU-Haul International

Review: I reserved a 5' x 9' Utility Trailer with Ramp from U-haul on August The day prior(September 2012) to my pick up on September, I received a call stating my trailer wasnt a one-way rentalI reserved this trailer to pick up a Refrigerator I purchasedI drove all the way down from Eielson AFB, approximately miles to pick it upWhen I called them back on the 24th, they told me something entirely different from the day priorThey told me that it wouldnt be available until thursday or friday and I am driving back early tuesday morningNot only did I have to take time off of work but it also costs me $IN FUEL AND OVER $FOR LODGINGI also have to go to sears and cancel my order and get a refund for the money I ALREADY PAID FOR THE APPLIANCEThey have been holding it for me and will probably charge me a restocking fee of at least $50! This was supposed to be a pleasant trip to pick up my order and it has turned into a nightmare! Uhaul has wasted my time and MONEY!Desired Settlement: I would like reimbursed for the cost of my trip and any and all fees associated with the return of my item and any charges Uhaul placed on my cardThey also have a $guarantee
Business
Response:
October 17,
Thank you for your
concern for our customer Mr[redacted]
Mr[redacted], our
President for the U-Haul Company of Alaska, followed up on the
information Mr[redacted] providedHe informed our office that him and
his Traffic Manager have left a message for Mr[redacted] requesting a
return call to personally address his concernsHe also mentioned
that a credit for the $Reservation Guarantee Fee was issued back
to Mr[redacted]'s credit card and 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 themThank 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 complaintFor your reference, details of the offer I reviewed appear below
I will be in contact with Mr[redacted] as soon as I canI have been in and out of hospital with cancer screening and treatmentI do beleive I am entitled to the $because that is their guarantee but I also beleive I am entitled to more because of the way the regional office handled the situationI spent a lot of money and time to drive down when they could have called me 4-days prior and I would not have made the trip
Regards,
Business
Response:
December 7,
Thank you for your
continued concern for our customer Mr[redacted]
Mr[redacted], our
President for the U-Haul Company of AK, reviewed the information Mr
[redacted] providedHe informed our office he has still been
unsuccessful in reaching Mr[redacted]Mr[redacted] can reach Mr[redacted]
at ###-###-#### or direct at ###-###-####
We continue to be
committed to providing our customers with the highest standards of
service in the do-it-yourself moving industryThank 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 complaintFor your reference, details of the offer I reviewed appear below
Regards,
I contacted Mr[redacted] and explained to him my situationI will be in touch with him as soon as I canThe complaint is important to me but my health is a higher priorityThank you
Business
Response:
December 10,
Thank you for forwarding
Mr[redacted]'s updated information to our officeWe will add his
comments to our file
Sincerely,
Executive Assistant
U-Haul International

Review: Our initial agreement was that The truck I was renting would be available to me from 5:00pm to 2:30pm the following evening. It wasn't until I got home that I noticed the guy at the counter put that it had to be returned by 8:30am which already wasn't a possibility considering I got a much smaller truck than I initially wanted. My fiancé called immediately to correct the issue and was literally screamed at by the supervisor saying we can't keep the truck til 2:30 because they already scheduled another customer within that time frame. This however was not my fault, I verbally agreed over the phone to reserve that truck specifically from 5:00pm August 1st until 2:30pm on August 2nd otherwise I never would have given them my credit card information to reserve the truck. After speaking to numerous customer service reps over the phone and getting no where. One rep even refused to let me speak to a supervisor and refused to give me a number to contact the regional manager. I also forgot to mention that when I made the reservation they said the truck would be ready at 4:45pm at one location. I then received a call stating it will be ready at 3:00pm. When I arrived at the one location the guy laughed and said I was at the wrong location. Upon leaving I called U-Haul back and stated It would take me a little longer because I went to the wrong location and they then tell me that the truck wont be ready until 5pm anyway. In the end I was charged another 40-45 dollars because of a mistake made by "the guy behind the counter". My main concern is the companies lack of interest in resolving an issue with yet another dissatisfied customer. They falsely claim that they can guarantee customer satisfaction yet don't care, they simply just charge you more without mention. I would be willing to take back my complaints with the company if the issue is resolved other than my complaint for customer service. More than half the customer service reps I spoke with were very rude.Desired Settlement: Adjust my bill and apologize for rudeness and poor customer service.

Business

Response:

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She explained when they made their initial reservation, they were told the U-Haul truck was only available for 12 hours and needed to be back by 7:00 am as it was already scheduled to be used by another family before they made their reservation. Our U-Haul Center was able to allow them to keep the truck until 8:30 am. The contract was signed indicating the truck was due back at 8:30 am. As a result of them not abiding by the contract, we were not able to provide the truck for the next family and were forced to refund them the $50 Reservation Guarantee Fee. Ms. [redacted] apologized the truck was not available for the length of time they wanted, however, they were advised this from the beginning. She also explained that a refund could not be issued as the charges on their contract are correct.

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.

A U-Haul representative personally told me over the phone that we will have the truck until 2:30pm the following day. When speaking to the supervisor about this matter he stated that they did indeed have recorded phone conversation of the verbal agreement. I would like to request these records for review as well as any records made after the matter proving poor customer service and unnecessary incivility. If these requests can be met I would appreciate it. Thank You.

Regards,

Business

Response:

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Mr. [redacted] recent comments and sent her the following email:

Ms. [redacted]. I wanted to inform you that we did receive [redacted] letter that was sent to the Revdex.com. I am currently working with customer service to get you all of the recorded phone calls. Thank you, [redacted] Executive Assistant U-Haul of Western New York

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: After placing a reservation on uhaul.com for a van rental, I went to the designated location at the correct time for the reservation. When I got there, the storage facility where the van was reserved was not open. Apparently, they were no longer operating on Sundays, and this was a Sunday. I called both the call center for the storage space to make sure and see if someone would be available (which they were not), and called Uhaul to let them know the web site's mistake. I was on the phone for over an hour, and by the time they got back to me they offered me another van which would have been over half an hour away from where I was. Since these things get charged per mile, and I had already wasted over an hour on the phone, I declined and said I would just wait until next weekend. The customer service rep quickly got off the phone. Upon returning home I saw that there was a reservation guarantee. This states "Your U-Haul reservation is guaranteed!You will get the equipment, location and pickup time that you agreed to or we'll give you $50."I wrote in, again from the uhaul.com site, inquiring about this guarantee, and why it was not offered to me previously. I got this phone message today: "I'm calling concerning your customer service form about the reservation guarantee. Because you made and scheduled your reservation, and you notified us the location was closed, and we found you another location, you're not reservation guaranteed eligible. We never SAW your reservation, because once you've scheduled it it is scheduled, and it is where it needs to be. Unfortunate, but it is YOUR mistake and we found you another location."I did NOT get the equipment at the location and pickup time that I agreed to, so I think I do qualify. Pushing that kind of mistake on the customer is terrible service.Desired Settlement: I would like to first let others know of the poor customer service. Secondly, I would either like them to honor the guarantee policy. I wasted my day waiting to pick up my uhaul, and now I don't have furniture in my new home and won't for another week.

Business

Response:

August 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Raleigh, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was notified of a refund for the $50.00 Reservation Guarantee Fee back to her Visa account. The credit 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and agree that yes this did happen. The issue has now been resolved. Thank you for helping me in this matter.

Regards,

Review: We reserved a u-haul truck with u-haul of [redacted] about a month before it was time for us to move. A day before it was time for us to pick up the truck, U-Haul notified us that they did not have the size truck that we reserved. I believe this was someone from U-Haul corporate. We then called u-haul of [redacted] and in an extremely rude manner they told us that we went on-line and cancled the truck. They told us we had to rent from a u-haul further away, which is important because they charge by the mile, in part.This is a lie and I am disappointed they would try to blame their mistake on us. From a logical perspective it does not even make sense. They called us to tell us they did not have a truck. When we called them back, they claimed we cancled our truck. They should get their story straight and not blame the customer for their mistake.Desired Settlement: I have had to locate a truck from a different source the day before the weekend. This is not easy or cheap. Additionally, the truck is further away than u-haul of [redacted] so will cost me more for more miles driven.I also have to try and find an appliance dolly and furniture pads on short notice.I would like them to pay for my added expenses, as well as $50 for my time and effort to find a new truck and as punishment for them lieing about it and

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her apology for the inconvenience they experienced and also explained the process of the reservation. She issued a refund for the $50 Reservation Guarantee Fee back to their Visa account, which should post on their next credit card statement.As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them a $40 VIP Certificate that 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,[redacted]Executive AssistantU-Haul International

Review: Dear Revdex.com,

I hope all is going well with you and I appreciate you taking the time to read this email as this is very important to me.

I recently took a job in California and was moving across the country. I thought about shipping my stuff with PODs, but after convincing my brother to drive out with me I decided to rent a Uhaul trailer and drive.

The incident:

Day 1 into my trip on July 7th, after having Uhaul hook up my trailer at the Ann Arbor, MI branch on State St., I had the trailer loaded with clothes, a mattress, a dresser, and a few other things. I noticed that anytime I got up close to 55 mph, I would start to feel some shaking. It seemed like the trailer would start oscillating if I hit a bump and then continue and increase in amplitude.

At around 10 AM, when I was near Chicago on US-94 (with a considerable amount of traffic) I was traveling about 45 mph and noticed the trailer oscillating. I immediately slowed down, but unfortunately it continued to shake until it caused my Jeep to shake out of control and I did a 360 in the middle of the expressway. In addition, the trailer ripped the ball off of the back of my Jeep and swung around and hit both sides of my car causing damage to my stuff, as well as my Jeep. Luckily, the chains stayed connected and we didn't get in a serious accident.

My brother and I managed to get the trailer to an exit ramp after causing a traffic back up. I called Uhaul roadside assistance and told them what had happened and that I was stuck on the side of the expressway about 5 hours from home with a disconnected trailer and damaged car.

Uhaul roadside assistance called me back and told me that they couldn't help me and that they hoped I had a smartphone.

My brother and I managed to set the trailer on the hitch without the ball and got to a Uhaul in Evanston IL after about an hour. I returned the trailer (with no refund) and had to rent a Uhaul truck and car dolly.

I lost an entire day of travel, almost died, didn't get a refund on the trailer I returned, and had to spend way more money on rentals that I did not plan for.

The aftermath:

Since the incident on July 7th I have been calling Uhaul and Rep West about 5 times per week. I had to keep filing new claims, dealing with people that seemed to to not care about me at all, and was repeatable ignored.

My objective:

To get a refund from Uhaul-Ann Arbor from [redacted] and for me to get compensation from Rep West Insurance for my car damage.

The results:

Rep West insurance finally had me send them two insurance quotes: $3,500 and $6,200. They called me and said they were sending their own person out who looked at my car without me there to show them and decided that it was only $1,500 worth of damage. I was told they would send me a check for $1,500, but I still have not received the check. I sent follow up emails and still have not heard back.

I have been calling [redacted] at the Ann Arbor branch to ask him about the refund. I called almost every weekday and when I call it immediately goes to the call center. The call center then texted him to call me. When or if he actually called back (he called me back maybe once for every 5 calls I made) if I happened to miss the call cause I was in a meeting, I would then have to go back through the process of calling the call center and then hope [redacted] called me back.

Finally, I received a call from someone at the Ann Arbor branch and was told that Rep West Insurance does refunds. Rep West Insurance and the other Uhaul branches have told me that the Ann Arbor branch can issue the refund. No one seems to be taking any kind of responsibility or ownership.

I do not have very much financial freedom at the moment and I have had to spend a considerable amount of money on an issue with Uhaul that Uhaul does not seem to be making an effort to help out with. My experience has been that I have to pay for everything and that Uhaul does not care at all about their customers.

Can you please help connect me with someone who will take ownership of this situation and help me? I am hoping that I can get this situation taken care of without having to seek legal council.

I sincerely thank you for taking the time to read this.

Best regards,

[redacted]Desired Settlement: Refund for my Uhaul rentals and a check for the damages to my Jeep.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Thomas [redacted], our GM of our U-Haul Moving and Storage of Ann Arbor, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] explaining credits issued and that RepWest Insurance Company was handling the claim check. He relayed he issued a credit for $736.70 back to Mr. [redacted]’s American Express account and a refund for $300 for the upgraded fee Mr. [redacted] had to pay from a 6x12 trailer to a truck and Tow Dolly combo. He summarized that Mr. [redacted] received a full refund for the trailer rental and $300 credit off the price of truck and Tow Dolly.

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:

Thank you!

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

Regards,

I emailed them also, and told them I didn't care if I heard back from them unless they wanted to give me a full refund. Here is our story (unfortunately) from Sunday and yesterday (Store # [redacted]/Order # [redacted]/ )

(I have also emailed their CEO - supposedly).

What we expected to start out as a total of maybe $80.00, later turned into (our suprise) $196.00. We also were told that they would have a hold on the card of $125.00 and that the difference would be refunded - but the card would not be charged until truck brought back. we immediately checked account and that money was literally on hold in the account at the bank, which means it was not available and my son had $10.00 balance in his account (I was transferring money from my account to his - three times) to cover the cost of this rental.

We went to pick up the truck Sunday at 4, and it was supposed to be for 24 hours, due back on Monday at 4 pm. I asked "[redacted]" in the store - [redacted] what happens if they are a couple hours late, will we be charged for a full day or just hours or, ??????? (just trying to plan to make sure we have the funds for this rental). [redacted] responds, "oh no mam we don't work like that because we understand that things happen when people move and we allow for that. As long as you have the truck back in here by tomorrow morning, and you can put the keys right over there in that slot we will not charge you at all". I'm thinking wow this nice young man really cares about customer service (noted) and silly me - I believed his word. IMAGINE our suprise when he takes the truck back yesterday at 6:30 (2.5 hours late) and he calls me from UHaul and he says I am about to blow my stack. They wanted to charge him a total of $196.00. I said oh no let me talk to them. THe first question I got asked was who did you talk to yesterday then? I said who's name is on my paperwork from yesterday!!!!!!!!!!! "Oh [redacted]". I was told 20 times - I'm sorry mam there's nothing we can do, and [redacted] is not here and we cannot waive it." I think the only reason they told me 20 times I"m sorry was to shut me up and get me off the phone because now they were going to be charging his card an additional 60 or 70 dollars at this point and I am flipping out because I am sure he is going to end up with an overdraft on his account and that costs an additional $30? AND he said he took it back with more gas in it than it originally had in it when we picked it up but we obviously got no credit for that. So I hung up from them and they gave me their store number and told me to call the 1800 Uhaul number and so I did (twice) and I got them to finally say they would waive the $52.00 - whatever that was for - but now the problem

is he can't use that money until the bank releases it - and that may be another 2-3 days. This kid has to live and does not get paid until Thursday and these people are screwing with his bank account and I do not like it at all.

And we have no clue how much we ended up paying for the truck (total) - how much they charged us and we still have to live with the worry of an overdraft fee (and an additional 30 that he doesn't have!)

I have NEVER rented a truck and I will NEVER use UHAUL AGAIN even if I do rent a truck.

I will not give them good reference either.

What could have been a really good customer service experience turned out to be MY WORST.

Review: I rented 3 units with U-Haul and requested to keep my deep freezer and a two-sitter couch out of the units. The freezer contained frozen foods and needed electricity as we requested a unit with power outlet but they did not have one, hence the manager offered to help put the freezer in the garage until we returned from Maryland. One of the units was big enough to contain the rest properties but not our couch which was placed at the hallway in front of my rented unit but not interfering nor obstructing anybody and movement. I received a call after a week or two from [redacted] who became the new manager, [redacted] lied to me that my freezer and couch were removed and trashed and I objected why? as I stated that that was not part of the deal. The conversation revolved around discrimination and the fact that we were far away in Maryland and could not run down to see what was going on. I argued well above three times with [redacted] and that we will return soon. [redacted] offered to take the Freezer to my rented apartment, which she did, but did not take the couch.On return to Fort Wayne, my couch was nowhere to be found and no record of how it left the unit.Desired Settlement: I need my couch in the same condition it was or the value of the couch as of today.

Business

Response:

April 6, 2015

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] objection to our office.

Please be advised the information in Mr. [redacted] complaint is a duplicate of what was sent to us in Complaint ID# [redacted]. I have copied my original response below:

April 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], as listed on your complaint overview. We have our customer listed as [redacted].

[redacted], our Executive Assistant for our NW Ohio Regional Office, followed up on the information our customer provided and sent him the following email in response:

Dear [redacted] U-Haul has been a leader in the do-it-yourself moving business for over 60 years. Our commitment to providing our customers with a better product at the lowest cost with the best service has enabled us to stay in business this long. We value you as a customer and apologize if your most recent experience with U-Haul was not to your satisfaction. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. I Spoke to prior GM who had made agreement with the customer on contract to store freezer for one week, customer moved in 10/31, on 11/5 customer was contacted to remove the freezer, customer stated they would be there by 11/8 to move it out, on 11/11 customer was contacted again to remove freezer. Freezer was then delivered by center employees to the customers residence. There is no mention of a deal to leave sofa in hallway. Customer is responsible to secure their belongings, leaving personal property sitting in a hallway leaves it open for anyone entering that facility to take it out of there. I apologize for any inconvenience this may have caused but there is nothing that I can do for you after such a long period of time has lapsed since we can no longer pull any video to see who may have taken it out of the facility. Sincerely, [redacted] U-Haul of N..W. Oho

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

Thank you for your continued support.

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 have responded to this e-mail before and there no more things to write about it. The same content is what you have. Kindly refered to the last response I submitted.

Regards,

Business

Response:

April 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our NW Ohio Regional Office, reviewed Mr. [redacted] recent comments and sent him another email in response:

Dear [redacted] Again, please let me apologize for the inconvenience this may have caused, but as I stated before it is the customers responsibility to secure their belongings. If the couch had been stored securely inside a storage unit this would not be an issue, leaving the couch sitting in the hallway was negligence on the part of the customer. I have spoken to the GM at this location and she was not aware that the couch belonged to you. She did state that she had left it sit were it was for a period of time hoping that someone would come in and secure it, when that didn’t happen she had no choice but to put it in the re-use center or as she called it the "Shared area." Our responsibility comes in to ensure that other customers are not inconvenienced and leaving a couch sitting in the middle of the hallway was an inconvenience not only to other customers but to the employees who had to navigate around it. It is my understanding that the agreement for the freezer that was made with the prior GM was that you had a week to have it removed, again, no mention of any deal to leave a couch sitting in the hallway. Notes in your contract from 11/5 state that you were coming in on 11/8 to remove the freezer, still no mention of a couch. On 11/11 notes state that you were contacted again and told that the freezer would be unplugged and put into the shared area. Current GM then offered to deliver freezer to your new address and still no mention of couch. According to the GM there was no mention of a couch until 11/19 when you had come in to rent a truck. I am unclear as to your claim of discrimination or how you were taken advantage of. If this was your perception then please let me apologize for whoever made you feel this way. Sincerely, [redacted] U-Haul Co. of N.W. Ohio ###-###-####

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: We rented a Uhaul van for one day use and were overcharged by quite a bit. We took pictures of the before and after mileage and we had used a total of 28 miles when we received our bill it showed we had used almost 78 miles on the vehicle. Prior to this rental we had rented the large moving truck for one day as well and were charged $20 less and using it for the same amount of time and close to the same mileage. It just did not add up. I went by the place to discuss the discrepancy and was told well "you should have verified the mileage." I stated I had pictures but he said he couldn't do anything with that, and again said "well you should have verified mileage." When we dropped off the truck we were not asked to sign off on mileage or verify anything. I was very upset at the rude response and the unwillingness to even look into the issue. I was very upset and felt like we were taken advantage of and when I told him that he just shook his shoulders like it was no big deal to him.Desired Settlement: I would like at the least partial refund for the extra 50 miles that was placed on our bill that was not correct.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she has been in contact with Ms. [redacted] and requested she send additional information in order to review her concerns further. She will then be back in contact with Ms. [redacted] to discuss 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,

Executive Assistant

U-Haul International

Review: Uhaul made a transaction without my authorization and this is the second time they've done it. The first time was a month or two ago and I called asking a manager to call me but I never got a call back. I closed my account out and got everything out of storage and took the lock off. I called up to make sure I wasn't going to be charged and they told me I had to take the lock off the unit or I'd be charged. I let them know I already got the lock off and got my things out. They said that was fine then. Later a manager called me and told me they charged my card because I left a flat screen tv and a dresser in there. I told them they told me I was fine and they said they couldn't auction the stuff off. I told them the contract stated nothing like this and it only stated I had to remove my lock, which I did.Desired Settlement: I want them to reverse the extra month of $79.95 and refund my money.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our President for our [redacted] Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] had two opportunities to come into our storage center and obtain her items out of the storage unit. She was a no show both times. Mr. Langford stated he would personally make sure her things are out of her unit by October 5th to prevent another months charge on rent. However, a refund will not be issued due to the fact she never emptied her unit.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 had pre-paid for a service that the company provided. Then about 10 days later the company used my care to charge me $81.54. I called the main company inquiring about the charge and they said it was in error. The representative stated that the manager at the branch said they were charging for an extra service that we did not use. The manager was instructed by the company to refund our money. However, they have yet to refunded the money.Desired Settlement: I would like them to refund the charge that they have not been authorized to charge. As this is an illegal charge, i.e. theft, I would like legal action against them as well.

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern Washington regional office, followed up on the information Dr. [redacted] provided. She informed our office a message was left for Dr. [redacted] advising him of a refund for $74.95 back to his [redacted] account. 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

Review: Started receiving multiple emails from UHAUL in North Dakota and North Carolina concerning a woman's account regarding storage and a vehicle. Either an employee made an error while entering the email address or this woman is attempting fraud using my information(so far, my email address). She has my same first name and her middle and last name both start with the same letters as mine. There are things about this that are suspicious. I am not this person, I do not know this person and I did not contact UHAUL for any services. Contacted national customer service, no results and was told I had to do all the work to get a solution. Also received a reply from North Dakota, no results and this person had an attitude.Desired Settlement: I want someone to contact me immediately from UHAUL's corporate office so I can forward the emails to them. I want someone to investigate this situation and provide me with detailed answers and explanations. I need to know now if this was an error or if this an attempt at fraud. I also want my information removed immediately from this woman's account and from UHAUL's system. I would also like to know what UHAUL intends to do about the lack of customer service I received regarding this matter.

Business

Response:

April 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Agent, had followed up on the information Ms. [redacted] provided. They have been corresponding via email. Ms. [redacted]’s most recent email to Ms. [redacted] is as follows:

Hi [redacted], I received the emails and want to say I completely understand your frustration with this. I contacted the location where the storage was and the email address was very close to your so someone must have made a mistake when manually typing in the address when the emails were sent. They did remove the email address on file due to the issue and will inform their customer of the issue. I also checked the Reservation and seen they also removed the email since it did not belong to the actual customer. You should not receive any more messages and if you have any further issues, please do not hesitate to contact me. Take Care !

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 hired a truck when moving to my new home. I purchased collision coverage. I hit a truck that was stationary, (this is registered with the local police station). Uhaul's reps contacted me regarding this incident and assured me the cost of repairing the truck would be covered. They then recanted, siting a law in [redacted] that they claim gives my insurance company first refusal on paying this bill. Firstly this law they are using, is for family cars only not moving trucks of any size. My insurance company have informed them of this, secondly, my insurance company have confirmed to them that they will not cover the cost of this bill. Despite this, I have been informed that they will not pay this bill. They took the fee to collision coverage knowing I was purchasing it[redacted], and now are refusing to pay a bill that is $2200.00. The law there citing does not apply, yet they are refusing to cover a service I paid for.Desired Settlement: That they abide by the own advertised service and cover the cost of covered I paid for. They should be paying out when required to.

Business

Response:

July 26, 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 Southern AB, followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted]g but could not reach her at the primary number listed. She left a message at the second number requesting a return call in order to personally address her concerns. Ms. [redacted] mentioned that according to the new [redacted] legislation, the customer’s own insurance company is the primary insurance company to cover damages to another vehicle or property while in use of U-Haul equipment. Therefore, Ms. [redacted] must proceed against her own insurance 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 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] This legislation they refurr to is for family cars only, not commercial vechicles, they have been informed of this by my insurance brokers and the insurance company themselves.

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She explained U-Haul staff is not licensed to sell insurance as the law states and, therefore, we can only offer collision damage waiver, which only covers our equipment in the case of damages no matter how the damages occurred. Ms. [redacted] relayed that the new legislation in Alberta states that the at fault driver’s insurance company has the right of first refusal and that Ms. [redacted] would need to again contact her insurance agency. 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 Assistant U-Haul International

Review: I rented a pick up truck only to put my new boat in at the local boat ramp at [redacted]. I returned the truck the same evening (one day rental), having traveled a grand total of 34 miles and only putting $8 in gas in to bring the fuel level back to where it was when I rented it. A few days later my account was charged $103.00, nearly triple what it should have been charged. After calling, they stated I went 122 miles and they changed my contract to 'light commercial' due to the milage. I went over this false milage issue with [redacted] and then with his boss [redacted]...they continued to incorrectly state my milage. I know exactly how far I went because I set the trip meter in the truck; the false claim that I drove that far is either gross negligence in calculating the actual milage or an outright fabrication to increase profits. I refuse to be taken advantage of and treated as though I did something wrong when the injustice has been done to me. This completely false bill caused several NSF fees in my account also and I believe they know they are responsible for those and this is making them even more addament to deny any wrong doing.

Product_Or_Service: Pickup truck rental (1 day)Desired Settlement: DesiredSettlementID: Refund

Refund the overage charged to my card and charge my card the appreciate rate for the ACTUAL MILES I traveled (34). This should equate to a total refund in the amount of $60.00, as my card was incorrectly billed $103.00.

Business

Response:

April 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she personally addressed his rental concerns with both Mr. and Mrs. [redacted]. She checked several rentals before and after their rental and found no discrepancies in the mileage. Ms. [redacted] went as far as viewing the security camera to make sure the truck was not being used by a system member who did not document the odometer readings. Her researched showed the mileage is correct on Mr. [redacted]’s contract and relayed that a refund 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,[redacted]Executive AssistantU-Haul International