J.R.J. Tara Corporation

Review: Phone call made to Uhaul Peoria, IL to inquire about boxes. Was advised they didn’t have boxes available.

Phone call made to Uhaul Customer Service (1-800 number). I asked that if I made the reservation of the Uboxes , would the boxes be shipped to the location. I was advised yes- that if I made the reservation for the Uboxes that the facility would have the Uboxes.

I went online through Uhaul and reserved two Uboxes for Friday

830AM I called the Peoria location to confirm I could retrieve the Uboxes and rent a pick up truck to tow the boxes with and was informed that there was only one box available. I called ‘Customer Service’ and spoke with [redacted], who not only argued with me and continually talked over the top of me, she put me on hold so I could ‘calm down’. She located a Ubox in Champaign (100 miles away) but I would have to drive to get the box and pay all charges for getting the box from Champaign. I explained that was not possible. I flew into Peoria to pack my father’s apartment for him to relocate him to Florida, as he was very ill and in the hospital. I had 24 hours to get the packing down before I had to be on the road, as I had to drive his car and his dog to Florida. The situation was extremely stressful. [redacted] then located a Ubox in Bloomington IL, but I would still have to pay all the charges for renting the truck and driving to Bloomington to pick up the Ubox, then I would have to load it. (gas for the vehicle- $57) When I transferred to the District Manager, [redacted] (who [redacted] from the Peoria store referred to as Uncle [redacted] when he called him while I was at the store) he continued to argue with me, telling me that I knew that the Peoria store would not have a Ubox available to me and that I tried to “backdoor” the system by calling Uhaul customer service (quotes used as this was the exact phrase [redacted] used on the phone with me). I asked him if that call was being recorded, and he hung up on me.

The fact of the matter is- I made a reservation through Uhaul that I firmly believed would be honored, based off the conversation I had with Uhaul customer service. Not only was this reservation not honored, I was put under extreme duress, bullying, and complete and utter disrespect. I’ve never been treated so poorly or yelled at by people in management positions as [redacted] and [redacted]. They were completely unsympathetic to the situation and rather than assisting in solutions they preferred to tell me I had tried to “manipulate Uhaul’s system” (quotes used as this was the exact phrase [redacted] used on the phone with me).

I’m requesting that Uhaul refund my money that I paid to use the truck to drive to Bloomington to pick up the Ubox that was supposed to be available in Peoria, the cost of gas that I had to put in the truck, and the other Ubox. While we did get to use the Ubox, I was not able to load the Ubox on Friday as by the time I returned from Bloomington the apartment building where my dad lived would not allow me to load any longer as it was too late in the day. I had to get up very early Saturday morning, make certain all was ready, then load the box. I was also late leaving, making the 24 hour drive back to Florida under even more stressful conditions.Desired Settlement: Truck Rental - $90.80

Fuel - $57.00

Second Ubox- $300.00

Total refund request- $447.80

Business

Response:

November 8, 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 Illinois Regional Office, followed up on the information Ms. [redacted] provided and sent her an email in response. She explained she addressed the information with all involved. When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms. [redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation. Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need to travel to an alternate location to secure the needed equipment. Ms. [redacted] offered her apology and also explained Ms. [redacted] was told up front she would need to travel to secure the needed equipment. She also apologized for the added undue stress Ms. [redacted] experienced and because proper reservation policy was followed, a refund is not warranted.

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

Sincerely,

Executive Assistant

U-Haul International

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 very much disagree with Uhaul’s response.“When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms.[redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation.”While I did contact the Peoria office and was advised that they did not have any Upods, I contacted the Customer Service line (it was after hours in Peoria) to ask how to get the Upods. I was told they would be shipped in to Peoria. At no time, either during the phone conversation with the Corporate Reservation nor the online Reservation that was made was I informed that the Peoria Office would need to be contacted to verify equipment. I was actually told by the Corporate Reservation Customer Service Agent that if I did make the reservation, the Upods would be sent to Peoria. This was not advised by the Peoria locationuntil I called them the day I was to pick up the Upods. For this reason- I am holding to this complaint. Neither the 800 number nor the online reservation redirected me back to the Peoria office. “Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need totravel to an alternate location to secure the needed equipment.”This is not true either- I was not informed ‘up front’ that I would need to travel to get the Upods. I was told that theywould be available, as my reservation confirmation says, in Peoria on the date they were reserved. Sincerely- [redacted]

Regards,

Business

Response:

January 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments to your office and sent her the following email in response:

Good afternoon [redacted]. Once again I have gone back and read your initial letter as well as all the notes on your contracts. I then requested every conversation you had with our corporate office be reviewed by their supervisors. The supervisors listened to every call you made to the Customer Service Department. Not once in all the calls did anyone tell you that the equipment will be delivered to Peoria for you. In fact they all have scripts they read to every customer explaining policy and procedure to our customers. In fact the one agent asked you several times to get your credit card to get everything reserved for you but you stated you needed to go over it with your husband and that you were going to reserve it online. As like all our rentals when you reserve online it does tell you that you may have to travel if the equipment you are requesting is not available in your preferred location, that you must check the box understanding this. It will not let you proceed with out checking it. When the reservation is made it goes to our Customer Service Dept, they then route it to the closest Marketing Company Traffic Department to your preferred pickup location. Then they send it to the closest location that has your preferred equipment. If they do not have what you need they contact customer with what they have and or where the next closest location that has, in your case Bloomington was next closest with your 2nd ubox. At no point did anyone tell you they would be delivered to Peoria, at no point did anyone say we would get them to you, the reason being is we have no way to do that. They cannot nor will they tell a custoemr this as it is untrue. RM [redacted] and Traffic Control Manager [redacted] told you the truth on every phone call they had with you. They did not talk over you, they did not yell at you, they told you that calling customer service is not going to make a ubox appear any closer that there is no way to go get them. We do not operate that way. My Company President [redacted] was a part of this the day this went down, he was right there when [redacted] was speaking to you as well as in the same room when you spoke with [redacted]. He reviewed everything at that time and further instructed them that the closest was in Bloomington, that the customer would have to travel and no discounts due nor warranted. He read the first letter from the Revdex.com as well as this most recent. He still stands on principal, no refund due nor warranted. Policy was followed, nobody told you what you claim. He is standing his ground on principal on this. Thank you [redacted]

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 rented a 2006 Ford E_45014 ft uhaul truck and a tow dolly one way for my move from Washington state to Wyoming. Upon picking up the truck and dolly, it was determined that u haul gave me the wrong dolly. Thus after attempting for 2 hours to modify my RWD truck to fit the FWD dolly issued, I took my pick up to the dealer where they suggested to haul the pick up backwards. This caused my family to stay an extra night due to the delay in preparing the truck for the move. Approximately 168 miles from my destination, the engine belt broke and we were stranded on the Wyoming interstate for 3 hours while we waited for help. I had to drive to a nearby hill to get cell reception to call 911 for roadside assistance because the Uhaul assistance group couldnt help me without a contract number. A mechanic was finally sent to us and determined the belt was brand new and incorrectly insalled by U-haul. After getting back on the road, we stopped for gas and noticed coolant/radiator fluid was leaking. I had a deadline to meet that evening and was forced to purchase 2 gallons of coolant and 2 gallons of water to make the 100 mile drive to Laramie. Upon arrival to the return location for the truck, the shop had to take it out of service. I was instructed by the Uhaul pick up in Kennewick, Wa to contact corporate for a refund. They then informed me that I would only receive $192 refund when the truck rental was over $700 and my family had to spend another $500-600 on hotels, gas and food including the extra night in a hotel due to receiving improper equipment to haul my personal vehicle.Desired Settlement: I am requesting a full refund in the amount of $1200 for the $775 charge for the truck, and $425 or more spent on gas, hotels and food

Business

Response:

July 17, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Inland Northwest located in Spokane, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and obtained her current mailing address to issue her a check for $192.00. She also explained that when she spoke to Ms. [redacted], the resolution, which was a refund for $192.00, was amicable. Our records indicate the check for $192.00 was issued on July 3rd. Ms. [redacted] relayed that no further refunds or adjustments would be forthcoming.

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 reserved a U-Haul truck for Saturday, August 25th and set the pickup location to a local business that rents U-Haul trucks. The day I was scheduled to pick up the truck I received a voice mail from a rental location in Carson City, approximately 20 miles away letting me know that they didn't have a 10' truck but would give me a 14' truck for the same price. I assumed this was a mix-up in the system, so I went home and looked at my confirmation email. Sure enough, it showed I was picking up the truck locally, but when I entered my confirmation number online the pickup location showed the rental location in Carson City. So I called the 1-800 number and was transferred. The lady I spoke with advised me that the location option is just what you prefer but they will schedule it with whatever location has trucks available. I told her that I wouldn't pay the extra mileage and she told me that was my only option. I asked for a supervisor and was told she was a manager and her supervisor was on vacation and their office doesn't have voice mail. I cancelled the order and called the main 1-800 number again. I explained my issue and was told someone would call within 72 hours. A week later all I had gotten was a $10 coupon from U-Haul. I called again and was told that my issued had been closed as resolved because they sent me a coupon. I explained that I wanted to talk to someone. My issue was re-opened and someone was supposed to call. Today I received an email thanking me for my feedback and reminding me about the coupon. So twice they have thrown a coupon at me ignored me without bothering to talk to me. My problem is that they don't make the information that they may change your pickup location readily available. In fact they state "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."Desired Settlement: I want U-Haul to tell their customers up front that they may have to drive 20+ miles and pay for the extra mileage if a truck isn't available at their desired location. By hiding it in their terms of service they are fulfilling a legal obligation but completely ignoring their obligation to good customer service. I also want a formal, written apology mailed (not emailed) to me for the way I have been brushed off and ignored.

Business

Response:

September 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Sacramento, followed up on the information Mr. [redacted] provided. She informed our office she was sending Mr. [redacted] a response offering her apology for the inconvenience he experienced and advised him she will generate a check for the $50 Reservation Guarantee Fee. 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,

Executive Assistant

U-Haul International

Review: I ordered 11 Medium Size moving boxes on Sunday, September 9, 2012. When my order arrived on Sept 12 they had sent me 11 Extra large boxes that I cannot use. I made a call at 5:03PM EST to have the situation corrected. The lady who answered the phone told me that she would contact the warehouse to see if they could get the correct order to me on the morning of September 13, 2011 as I have a truck reserved for my move on Friday, the 14th of September. She also stated that she would return my call. After 35 minutes of waiting, I called her back at 5:38 EST at which time I was told there was not anything they could do about my situation. She also stated that the warehouse closes at 5pm EST. She failed to tell me during my first phone call that the warehouse was ALREADY CLOSED and there would be no way that they could correct my situation. She further stated to me that there was nothing she could do as far as sending my boxes and refunding the money ($25.85). So basically I have no boxes that are the correct size and I still have to pay for them. When they finally get here I will not be able to use them as I am moving on Friday. I find it very neglectful on the part of the customer service rep at Uhaul to not tell me during the first phone conversation that the warehouse was already closed.Desired Settlement: I want a refund of my money that I paid for the boxes and I want the boxes sent to me anyway. I ordered them for a reason but I should not be dismissed with an "there isn't anything I can do, the warehouse is already closed" excuse. My time and scheduling is just as important as anyone else's is and now I will have to go hunt down the boxes at another location and spend even more money on the purchase, time, and gasoline involved because I would have to drive my SUV to pick them up.

Business

Response:

October 2, 2012

Thank you for your

concern for our customer Ms. [redacted].

Our Web Sales Department

advised our office they did send Ms. [redacted] the 11 medium size boxes

by FedEx on September 14th. Ms. [redacted] has not returned

the extra large boxes. If she wishes to return the extra large and

the medium boxes to a U-Haul Center, she will be refunded $25.85.

They provided the FedEx routing number, #[redacted].

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I was in this store and asked an associate for the rates to rent a truck. The associate quoted the advertised price but disclosed no other fees. I went a head and made a reservation. To my suprise when I came in to rent the truck I was told I needed $150 dollars in addition to the rental rate. I did not have that much money so I said I would have to cancel the reservation. I was then informed that I would be charged $50 dollars cancellation fee. This is very poor business practices and unethical.. Non of theese fees were disclosed in advance. It appears I am not the only one. As I stood in line, I listened to the lady in front of me losge the same exact complaint. I don't believe I should be liable for any fees if they were not clearly disclosed.Desired Settlement: I don't believe I should be charged a cancellation fee since I was not informed of this policy at the time I made an inquiry into the rental cost.}

Business

Response:

October 25, 2012

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 sent Ms. [redacted] an email offering her apology due to the fact she

was not advised of our cancellation policy or any additional costs in

regards to the rental. Ms. [redacted] assured her she instructed our GM

of our U-Haul Center involved to discuss the information with his

staff to ensure proper procedures are being followed locally. Ms.

[redacted] also explained that a cancellation fee was not charged to Ms.

[redacted]'s credit card account.

As we value Mr.

[redacted] as a customer, Ms. [redacted] sent her a $10 VIP Certificate that

can be used toward a future purchase or rental on the many products

and services U-Haul has to offer.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: This Uhaul location has taken unauthorized amount out of my account without my permission. I have asked them to wait for payment & not to take money out my account without my permission. This time they took $20.00 over what they were suppose to again, without my permission. Date in which they took out was June 28,2012 (amount owed were $63.85). However they took unauthorized out of my account on June 28, 2012, $83.85.Note: I have two units with them... Unit [redacted] & Unit [redacted]. Both units have been repeating taken money out of my account unauthorized.In addition, recently they called me on day of said to be auction to tell me that they went through my things and they auctioning my things. Unpractical without notice. However, [redacted] allowed me with an attitude to pay a few days later the amount owed on the unit [redacted].Desired Settlement: I would like for them to use correct procedure and not to take money out of my account without my complete authorization. Refund my $20.00 they took over-payment of billing on their part.

Business

Response:

July 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IL, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email reminding her she was on auto-pay per Ms. [redacted]'s request. However, when there are not enough funds on the card, the charge is declined by the credit card company. Auto-pay tries to pull daily and if it cannot collect, a late fee is added to the storage account. Ms. [redacted] did postpone the action, but explained we will not be able to take a partial payment in the future and Ms. [redacted] needs to stay current on her storage account to avoid late fees and a future auction. Ms. [redacted] advised our office a refund or adjustment is not warranted on Ms. [redacted]'s storage account.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I never agreed to be on auto-pay. Requested them not to take money unauthorized out of my account repeatly. That's illegal for someone to take money out of your account.

Regards,

Business

Response:

September 21, 2012

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

Ms. [redacted], our Executive Assistant for the U-haul Company of IL, reviewed the information Ms. [redacted] provided. She informed our office she left two separate messages on Ms. [redacted]'s voice mail requesting a return call to address her concerns. She also sent her an email relaying that her storage account had not been paid since July 2012. Ms. [redacted] postponed the auction on one of the rooms on September 18th because Ms. [redacted] reported her phone was out of service. Both rooms are in lien status and due to be auctioned on October 18th. Ms. [redacted] is aware of all charges that are owed. We must receive payment by cash, cashiers check, money order or credit card to bring the rooms up to date. Ms. [redacted] asked for Ms. [redacted] to contact her by email or at the telephone number she provided in her email. Currently $260.90 is the balance on one room and $203.85 is the balance on the 2nd room.

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: For the second time in four months this company has used my debit card without my approval the first time this happened the manager apologized and reversed the charges as well as erased my debit card from the companies file thought it did take a week to receive my refund this time there is absolutely no excuse for this to happen again. I would really like some help with this issue because even though I use to work for this company (that's why I left my credit card number attached to my file, BUT!!! I never!!! signed up for direct payment!! And after the first time this happened four months ago I watched as the manager erased my credit card number! I just learned about my -300 plus dollar overdraft an hour ago. I am so very upset! I will go to the company first thing in the morning! but I also want to complain about this issue! NO COMPANY HAS THE RIGHT TO CHARGE AN ACCOUNT WITHOUT BEING NOTIFIED OF SAID CHARGES!!! Please help me with what I should do.... not only am I going to get charges reversed tomorrow but I am also closing my bank account! This is such an inconvenience! Thanks in advance....Desired Settlement: DesiredSettlementID: Other (requires explanation)

Not only do I want a refund I want to be compensated because I feel as though this company is harassing me!

Business

Response:

October 30, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of North Shore Chicago,

followed up on the information Ms. [redacted] provided. She informed

our office that our Storage Coordinator spoke to Ms. [redacted] on or

about October 23rd and discussed her concerns. Ms.

[redacted] will come into our U-Haul location to pay her outstanding

balance on November 1st.

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,

Wrong and unacceptable!! YES! I did settle! BUT! I use to WORK at that location! I know about all the dirty little tricks that are played!! Stores response lacked that POOR management was FIRED (why was he hired in the first place!! come on!! [redacted] was the best thing to happen at that location! But y'all let him go and hired that smuck [redacted]!! HE had no RIGHT TO CHARGE MY DEBIT CARD! AS SOON as my stuff is out of your facility not only will I will NEVER be an employee again (and just so you know I left on good terms and was a good employee!!! but could no longer stand the quality of people hired and good people pushed aside!! NO THANKS!! JUST KNOW I will no longer be a customer as well!!) It still took an additional 10 days to correct!! I will be in to pay old dept but as a customer AS WELL AS EMPLOYEE!! YOUR COMPANY NEEDS TO BE INVESTIGATED!! Don't even try and make me feel as though I am wrong for falling behind on my storage fees!! RENT and FOOD took need so don't try it!! YES!! WILL PAY BY THE 8TH NOT 1ST!! AS DISCUSSED WITH CONSTANCE!! But even in training videos from good ole U-haul University!! Always charge the customer!!

Business

Response:

November 15, 2012

Thank you for your

continued concern for our customer Ms. [redacted].

Mr. [redacted], our

Traffic Manager for the U-Haul Company of North Shore Chicago,

reviewed the information Ms. [redacted] provided. He informed our

office he left a message for Ms. [redacted] requesting a return call to

personally discuss her rental concerns. He also mentioned that the

GM Ms. [redacted] is referring to is no longer employed with the U-Haul

Company. Mr. [redacted] hopes to hear back from her soon.

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: On November 1, 2012 I rented a Uhaul. I was told that the truck at that time by the assoiciate [redacted] that the truck was $29.95 plus insurance and I had to allow them to put a $100 hold on a debit card for the rental which was fine. I also wanted to rent a utility jack which was additional. I forgot the charge for that but after getting the U haul they never put the jack on the truck and we needed one so we used the one that was on the truck. The day we were moving was during Hurricane Sandy so it took longer than we expected and the U Haul people called on the 3rd and wanted to know when we would have the truck back and I explained it was taking longer than we expected and I was told that we would have to pay for an extra day which I said that was fine. On our way back we had an accident with a women that tried to cut us off and we hit the side of her car. We called the police and the officer got our info and noted there was really no damage to her car but a small dent and the paint was scratched. He said since the damage was minimal. He was going to file a report but he contacted U Haul to let them know what was going on. He told the women to contact [redacted], he was the manager at U Haul and since there was insurance on the truck he would take care of it. The officer ran my information and found out my license was suspended and he the women of the truck parked the truck until I got someone else to drive the truck. When the truck was returned I contacted [redacted] to find out how much I owed and he said was over $400. I asked him how did he come up with that figure and he said there's the $100 deposit for the truck and $14.32 for insurance for 2 days, the truck rental $39.95, $50 for not putting gas in the truck plus the fuel they put in, and a fee for unreturned equipment. I told him that the truck I rented was $29.95. He said because I had an accident, he'd reduce some of the charges but I had to pay an addition $184 and some change. There's more I need to tell you but have no space to type it all.Desired Settlement: I don't owe an additional $184. Regardless of the accident there was NO damage to the truck that the police, the other person in the accident nor the people who help me move that was there that they say was. [redacted] claimed there was damage to the side of the truck. Now I noticed damage to the truck on the 11/1, but that was after we got the truck to my house. This was prior to the accident on 11/2. The front bumper is what hit the lady's car NOT THE side. The $184 was a compromise for the "damage

Business

Response:

December 19, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Pittsburgh, followed up

on the information Ms. [redacted] provided. He informed our office he

spoke to our GM of our U-Haul location involved. In the interest of

customer good faith, they will compromise with Ms. [redacted] and remove

the damage fee for the damage Ms. [redacted] states she did not cause.

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: rented a uhaul for less than 24 hours was charged 400$ this location is rude and does not appreciate there customers and do not believe in customer satisfaction when u go to complain u end up speaking with the one who approved all the fraudulent charges to your account so it becomes one giant circle worst experience with any uhaul they will do anything to nickle and dime you for charges would NOT!!!!!!!!! suggest renting here or uhaul at all this was my first and last experience with this companyDesired Settlement: would like my money back and never rent a uhaul again I will always suggest to friends and family to NOT use uhaul they are fraudulent

Business

Response:

January 10, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and Storage at Academy Blvd, followed up on the information Mr. [redacted] provided. He recently advised Mr. [redacted] that if he brought in a copy of his Visa credit card statement indicating he was charged an overdraft fee because of the U-Haul charge, he would refund the fee plus the $30 fuel charge. Mr. [redacted] relayed his work schedule.

Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I had originally set up online to drop off truck in [redacted] then,I was sent in a loop as to where the truck was to be dropped off.

I had reserved a truck online which was to be picked up on 12/22/12 in [redacted],** and dropped off in [redacted], ** the same day. I had specifically said at the [redacted] pick up that I was dropping it off in [redacted] and they said yes, my ex husband was even there to be a witness to this. I realized on the trip back that it said [redacted],**, but I thought it might have simply been a general area town that was used, so I called about 430PM asking why it was listed as such to make sure it wasn't simply a computer error, and they told me that is where I have to drop it off. I said to them that I had reserved it to be dropped off in [redacted] then they tell me that place doesn't exist. Her ([redacted]) and I went back and forth about this then she told me she doesn't want to argue then hung up on the phone with me refusing to give me any answers to my complaint. She simply told me I have to drop it off there end of discussion. After calling back a few more times she sent me a number which sent me in a loop of an automatic response so I was not able to speak with a person, so I called her back and she told me the same and said she contacted her supervisor but I had to wait to hear anything back because Christmas was in a couple days. I put 10 dollars in gas in the truck then it was taken back the next day. Once the truck was in [redacted] my ex was told to not drop it off in [redacted],** but in [redacted],**. So the truck was then taken to [redacted] where it was finally accepted to be dropped off. I received a call today (12/27/12)Where the regional manager told me all he could do was 50 dollars for all the hassle I had to deal with. I brought up the multiple trips for trying to drop it off,and the original drop off point in [redacted], where he told me that it was recently closed. When I brought up about having to ultimately drop it off in [redacted], ** he told me that [redacted] is simply a town that is nearby so it is simply counted as the [redacted] area, which is what I thought it would had been for the [redacted] drop off. I was so irritated by this that I just left it at 10 in gas which was enough to get to the [redacted] location.

I am very annoyed by all of this, and they want me to pay 200 dollars for all of this trouble they put me through and expect me to just accept it. They made the mistakes and I will not accept simply getting 50 back since it is their mistake that sent me to 3 towns to drop it off in the first place. We had no way home from [redacted] the night before which is why the truck was dropped off first thing the next morning which is what I had said to the operator [redacted] the day before when I had to attempt to actually speak to someone but got sent in the phone loop. This is unacceptable to me and unfair as a customer to be treated like this which is why I am registering this complaint, and won't just accept 'sorry that's all I can do' from the regional manager and expect nothing more for this poor service.Desired Settlement: Even if it is not the full 249 back I feel that the minimum acceptable refund is the 83.36 back that was charged for the gas fee.

Business

Response:

January 2, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted] and [redacted], followed up on the information Ms. [redacted] provided. He spoke to Ms. [redacted] recently and relayed that she did sign the contract agreeing to replace the fuel in the truck when she completed her rental. Mr. [redacted] issued a refund for all extra charges, or $45.36, excluding the $38.00 fuel expense.

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:

First of all as of yet I've recieved no refund, it is 1/3/12 and I checked about an hour ago.

Secondly I also reserved the return to [redacted] not [redacted], then [redacted]. It was UHauls fault for sending me all over the place to begin with so I do not believe it was fair. The area manager himself said that [redacted] was listed but it included towns around it, the fact that he can double talk like that by telling me I signed for one place that was only a round-about area is unfair in itself. You want to tell me that I'm supposed to assume that since it says one place it doesn't mean another that is farther away than what I reserved in the first place. I shouldn't have to pay for gas I shouldn't have had to pay in the first place. I would have no issue paying for the gas if I didn't get sent all over the place to drop it off. The excuse that the area manager gave that it was just an approximate area is wrong when it sends me out of my way. I want the 83 back not less because of the rude constumer service and double talking as to where the truck goes. You can't allow [redacted] to be reserved then say [redacted], then change it again to another town. You sent me all over you pay for it yourself, don't make the customer do it.

I am not satisfied at all with the ''options'' given to me.

Business

Response:

January 10, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NH and ME, reviewed the information Ms. [redacted] provided. She informed our office she was sorry for the delay in processing the refund as promised but that she also spoke to Ms. [redacted] recently and advised her of a refund for the extra miles and fuel service fee as well as a refund for a portion of the fuel charge. The refund for $63.96 was issued back to Ms. [redacted]’s [redacted] credit card and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 17 foot truck from the UHAUL place managed by Larry Thornburg JR and he is the one that drew up the contract.I signed up for a deal of $99.95 via telephone with Bill Hyudman days before that would give me the 17 foot truck, a storage vault with 24 hour security 10 X 10 unit on 2423 N. Palo Verde. It would be free for one month until April 20th.The storage reference number is #883049-5957The truck reference number is #[redacted]I look at the contract today Contract #[redacted] and he only gave me 3 days with the truck instead of the original promised 6 days.I picked the truck up on Friday the 22cnd and it has boxes in it, awaiting my Social Security check, which should be tomorrow. Then I hire the men to move my furniture in it.They say they will not honor the original deal I was promised and want to charge me an additional $40 a day equaling $120 for the 6 days.I only wanted 20 furniture pads instead of the 36 I was charged @ $30I am a disabled lady with a limited income. This company is terrible and I was in tears earlier.Please help me make them honor the original contract of keeping the truck until the 28th, and also making sure the storage unit at the address listed will be waiting when I get there.I am moving to [redacted], AZ and paying a driver to drive me there. He is the one they listed as the Customer-and instead I am-[redacted]. (They shouldn't have listed it this way. It made it very confusing to all involved to rectify this. They kept saying I wasn't the customer!)Their number at the 13042 Fairview St location in Garden Grove is714-971-0222

Product_Or_Service: Uhaul 17 foot truck, two dollies, furniture pads

Order_Number: ?

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

If they do not fix this matter, extending the length of the truck to the 28th,and apologizing for the mess up on their part, and you think they would, I will ask for a full refund. If they are lying about this what else are they lying about?[redacted]

Business

Response:

March 29, 2013

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

Mr. Brandon Williams, our President for the U-Haul Company of Orange County, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her she will not be charged for the additional days. He set up a drop off for her at our Tustin U-Haul location since she will be staying in California and not moving to Arizona. Mr. Williams also made sure her storage room was set up and ready for her to move into.

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

Product_Or_Service: StorageDesired Settlement: DesiredSettlementID: Not applicable

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

Business

Response:

May 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: Was quoted more than a hundred dollars less than I payed. Took 5 hours to inst**l after being told it would be no more than 2. **so damaged bumper.

I had plans to buy a custom hitch. I live nearest to Big Rapids, MI. I c**led a few places and was quoted around $400 and could have it inst**led on that friday (5-24-2013). They needed a $50 deposit to order the custom hitch. I decided to keep c**ling around for the best price. I ended up c**ling the Comstock Park U-Haul. I spoke to a woman who seemed nice and helpful and quoted me a price of about $240 and said if I needed wires that it would be an extra 10 to 20 dollars depending on complications from inst**lation. That was by far the best price so I figured the price would out weigh the hour drive into Grand Rapids MI. I went ahead with the $50 deposit that they had **so needed to order the custom hitch. The woman said that Friday is when the hitch and the other parts would **l be there and could be inst**led so I cleared my afternoon out for that friday. It was about 11 a.m. friday when I c**led them so I could get a better idea of when I should be ready and in the city so we (my girlfriend and I) could go from there to the family get together we had planned around the hitch being put on the vehicle. I was hung up on the first time I tried to c**l after a man said I needed to be "transferred". The second time after being on hold for another 5 minutes I was told that they did not have an order for the hitch and did not have my name in the computer. I could not figure out how this could be since I c**led the same number from my phones c**l history. I c**led a second time and received the same information. After about another hour I c**led another U-Haul in Grand Rapids. This time I c**led the 28th street U-Haul. Same response. Fin**ly I ended up c**ling the plainfield U-Haul and they had my order. I have no idea how my order would end up at a completely different location than I c**led. but I looked up the location and it was not far from the location that I previously thought I was headed to. They said they had **ready received my order and failed to c**l as promised. A man said he was a bit too busy at the moment de**ing with customers and asked if he could have my name and phone number so he could c**l me back. I reluctantly did. I received a phone c**l about 30 minutes later to schedule my appointment to have the hitch inst**led. A man asked when the best time to have it done was, my answer was "as soon as possible I can be there in about an hour". The man laughed and said "yeah, you and everybody else." Then went on to tell me that there was absolutely no way that he could do it that weekend and said he was "**l booked up". I then lost the c**l from my cell phone. Either the man hung up or my phone lost the c**l. I waited for the man to c**l me for about 5 minutes. After he failed to c**l back I c**led the number that he c**led from. Yet ANOTHER person answers. This person tells me that I have had a appointment for Saturday at 12:30 p.m. the whole time and absolutely no one has told me this. He said there were a few more openings throughout the day and the only one earlier would be at 11 a.m. Saturday (5-25-2013). So this person I last spoke to on friday, switched my appointment and sent me a conformation email. We arrived there at 11:03 a.m. Saturday and I recognized multiple voices from the phone. Told me it was going to be a 2 or 3 hour wait. So, having no where to go we just w**ked down the road with nothing to do for the remaining time then received a phone c**l asking if I needed "wires". I said yes and he added that it would be another 100 dollars bringing my tot** to $352.30. I was amazed and told him I was told different and he was not interested. Asked me if I wanted them or not. It is illeg** to run with no lights on a trailer so I said yes. If I would have known I would have just gone to my home town fabricator. After getting the vehicle back home seen that theDesired Settlement: Between wasting two entire days waiting for the hitch to be inst**led. 2 hours worth of being on hold. Being laughed at over the phone. The gashes in my vehicle I am requesting a full refund of the $352.30. That is the least that they can do. It was just a ridiculous amount of run around and having to make sure the last employee was not lying and that I was not wasting my time driving for an hour to receive more run around and not have the hitch put on. My order number was [redacted]. Vehicle is a

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name appears on the U-Haul contract.

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Mr. [redacted] provided. He informed our office he discussed the situation with our GM of our U-Haul Center. Our GM person**ly inst**led the hitch on their vehicle and after viewing the picture of the bumper that was sent, our GM stated that the scratches of this magnitude would have been noticed before Mr. [redacted] and/or Mr. [redacted] left our Center. Both our GM and Mr. [redacted] attempted to discuss the situation with Mr. [redacted] or Mr. [redacted] but our GM was verb**ly abused on the phone and Mr. [redacted] ended up terminating the c**l after foul language was used against him. Mr. [redacted] did acknowledge there was a wait time to have the hitch inst**led due to the work load on Saturday and they were offered a $50 VIP Certificate for their inconvenience. **though the Certificate was declined, Mr. [redacted] relayed that reimbursement for the hitch or damage they are claiming will not be issued, but the Certificate offer is still available if they wish to accept.

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 **lowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul Internation**

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 was c**led by Mr. [redacted] over the weekend and he acted as if he never read my complaint. I then asked Mr. [redacted] if he had read my complaint and he replied, "yeah, you said you had to wait a while?". That is in fact not what it said. [redacted] did not t**k to me with any concern or respect at **l. Proceeded to t**k to me with disrespect and I asked him "are you going to just be an "[redacted] to me?". Mr. [redacted] then went on to hang up the phone. I c**led the number back and I began to tell him what my complaint was about since he did not seem to read the entirety of it. He then asked me to send him pictures of the bumper to his email. (Which I have attached both of the pictures I sent, to this email.) Mr. [redacted] said that he could not get back to me about them until after the weekend.This past Monday I received a c**l from a man named "**" who introduced himself as a Gener** Manager. He said he was the man who inst**led the hitch and said that no damage occurred. I assured him that damage did occur and that I never had any damage before going to get the hitch inst**led and that another car could not have backed into me because of the curious position of the dent and gashes. He kept repeating himself and did not listen, most of the time trying to speak over me. The conversation went no where. I told him more of what happened and how I was given such a run around and he said that, "that is U-Haul, not me." Being the GM I would think he could at least act like he cared about how awful my experience was and continues to be. He then went on to accuse me of "looking for a free hitch". Yet more disrespect. At this point I am not surprised by how I am treated by any U-Haul employees. I was offered $50 dollars gift card. I did not accept this offer because it does not fit the scope of run around, lack of profession**ism, inconvenience, disrespect, accusations and down right rudeness of every single U-Haul employee I have t**ked to. No person should get treated like I have been. It is absolutely ridiculous. I deserve a refund. I am not "looking for a free hitch."

Regards,

[redacted] Jr.

Business

Response:

June 6, 2013

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Western MI, reviewed the information Mr. [redacted] provided. He informed our office he discussed the situation with his Executive Assistant, Mr. [redacted], and his GM, Mr. [redacted]. They **so reviewed the picture Mr. [redacted] submitted. Mr. [redacted] stated again that this type of damage would certainly have been noticed when the vehicle was picked up. Mr. [redacted] advised our office their decision in the matter remains the same.

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 **lowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul Internation**

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 car was not damaged before the trip to U-Haul. damage was noticed when I got home and checked the mail. As the car is up the driveway, making it very easy to see the damage. Damage is on the underside of the bumper. A very sm**l dent is in the middle and scrapes in the paint surrounding.

Regards,

[redacted].

Review: Roadside Assistance, R a 17' U-Haul truck rental to be picked up Thursday, July 18th, 2013 at 10am central time. My rental was scheduled to be picked up however at noon based on availability. Upon arrival at the U-Haul facility known as Bauers Custom Hithes (003787) located at [redacted] the vehicle wasn't ready. The store manager Thaddeus had another employee get the truck ready and we went through and signed the paperwork necessary for the rental and I paid $908.63 for the one way rental to Auburn, AL. Fifteen minutes later the truck was pulled up front and I was given the keys with no opportunity to inspect the vehicle. I didn't leave of course before doing so and noticed the vehicles odometer reading was 116,710 miles, despite my contract being highlighted with the mileage at 94,195. I immediately go back inside and inform the employee that pulled the truck up and Thaddeus comes to make the correction and changes the details on the contract. I as him specifically whether thus vehicle will make the drive safely across the country in summer heat from Minnesota to Alabama and he assures me that it will and the truck has been inspected so there is no need to worry. Items from my home are loaded onto the truck and I fill the 40 gallon truck to begin my voyage to Alabama. Assuming the website and the store employee are right I am going to get 8 - 10 mpg so I'm loaded with proper gas expense money for the 1108 mile trip. We began the drive Saturday around 5pm and after filling up 6 times and only driving 738 miles the truck starts to run rougher and the air conditioning goes out. I am in a very desolate area so after making four calls to roadside assistance, finally the third representative Renee I spoke to calls back and leaves a message asking for me to find the nearest rest stop or location where there is open businesses and call back ###-###-#### and provide reference #[redacted]. Worried that this vehicle could break down as we approached the Tenneswaasee mountains I drove until I located a rest stop just miles away in Metropolis, IL. I called back and spoke with Roadside assistance who dispatched a mechanic from Britton's Wrecker Service Inc. The mechanic showed up about an hour later and inspected the vehicle stating the engine is running really rough and he can see the spark plugs have not been changed, yet the issue that caused the truck to finally give was the head gasket was blown. We waited a total of two hours after that information was communicated to U-Haul and I made numerous calls to find out what was our next steps finally to be informed that my two children and I would be shuttle to a U-Haul facility 9 miles away in Paducah, KY. There our truck would be towed and transloaded by a moving company if they could someone this late on Sunday. We waited another two hours at the U-Haul facility beyond closing outside for the tow to show up with our disabled truck. On e they arrived we waited another hour and a half to ha e our things moved into a 26' 57 gallon tank truck to complete the remaining 400+ miles we had left. While waiting for this to be completed I spoke with manager Niya from Roadside assistance informing I've spent $638 in gas driving roughly 700 miles because I was getting 4.5 mpg and I'd Luke to be reimbursed for the trouble and the nine hour delay that caused me to miss my scheduled time at 6 pm to have movers unload my things and get shuttled to Atlanta, GA for my flight back to Minnesota on Monday. She informed that she couldn't do anything about that, it's not in their policy to reimburse for things like that, however she would complete a customer action form and someone would follow up with ne in 72 hours. I was given a second reference # of [redacted] and a customer summary # of [redacted] to use going forward. I begin the last leg of the trip after this horrific event and pure uncertainty of what was to come of my complaint. Being pressed for time because I now have to hire additional movers and have them unload this truck, get a new way of transportation to Atlanta and catch a flight Monday evening, forced me to drive through the night with no sleep because my resources we're almost depleted and I couldn't afford to pay for everything twice within a 24 hour time frame. I was fortunate enough to locate movers same day and we had everything unloaded. When the truck was unloaded it was discovered that there was a leak on the top of the truck consequently destroying a canvas picture that was unwrapped and laid to the side by the movers who transfered my things in Paducah, IL. I henced reached out to customer service to inform of the damage and was told that someone will contact me and nothing can be done until then and I need to call back to get the address to my requested drop off location change. I contacted customer service a total of 5 times over the next two hours to change my drop off location to Atlanta, Ga because this would still be in my allotted 1412 miles per the contract. After two hours of being transferred and disconnected, I spoke with a representative in scheduling who changed my drop off location to a downtown Atlanta U-Haul facility. Considering I was traveling just 107 miles from Auburn to Atlanta it would work but by this time almost 6pm I missed my flight and had to spend the night in the airport and catch a 5:45 am flight and wait stand by for a connecting flight from Charlotte, NC to Minneapolis, MN. I was contacted by a Sean from U-Haul ###-###-#### in the Twin Cities region who said my request for a full refund of $1800 is reasonable but he can only authorize $600. I informed Sean that I missed a day of work Tuesday and didn't sleep for two days because the truck was not properly inspected before I picked it up. I was being reasonable by asking for my cost because punitive damages we're definitely apparent here. He said he agrees but this is all he can offer. This is unacceptable for the woes and as a result I'm filling this formal complaint.Desired Settlement: I want to be compensated for a minimum of $1500 for the misrepresentation of the reliability of the vehicle, time lost,property damage, a missed flight and the danger my family put in as a result.

Business

Response:

July 26, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern MN, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] has been refunded a total of $850 for an adjustment on his rental plus fuel expense. She also relayed that Mr. [redacted] confirmed he was aware he signed the contract that states we do not reimburse for loss of time in the event of a breakdown of the U-Haul equipment.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: We moved from [redacted] to [redacted] SC on 10th. [redacted] manager of [redacted] UHaul location recommended UBox as it will help us move between 2-9 business days. We explained we will be moving on the 10th of June 2013, he said we should order the box for 6th so we have the box before we get to SC. As we had entered the U.S before so our documentation was all ready and they did not have to wait for the box to be shipped he assured that the box will be shipped to US latest by 8th June and we will have the box on 10th June the date we arrived. The box was shipped on 6th . We arrived on 10th and called on 11th to follow up , he said that there were some errors in the dates documentation error on his part and so he needed us to make correction and send him a fax which was done in 1 hr and we called and [redacted] confirmed the receipt of documents and also confirmed that the box will be shipped on 12th and we with receive it in 13th. We called on 14th and left message for call back no reply , we called on 16th and left message for call back no reply, on 18th the call center agent who answered the phone heard my concern and put me on hold for 2hrs and the call got disconnected. I called back another agent laughed at me and put me on hold and hung up. Ultimately got a call back from [redacted] who said she is the manager now and [redacted] was demoted for bad service and assured that our box will be shipped latest by 20th or 21st . Also she updated our files as [redacted] had made many documentation and information error. We did not receive the box on 23rd so called and left numerous messages for her she never called back. So started calling the call center again and every time we called got new dates, new information. We even filed a complaint ID [redacted] and were assured that someone from the head office will call. No one ever called. Ultimately on 28th [redacted] confirmed the box was shipped and will arrive tomorrow. did not happen we called july 1st who sent an email to the head of the department,receivd our box on 4th 6pDesired Settlement: DesiredSettlementID: Refund

We were with out personal belonging for over a month so had to buy every thing again.My husband ahd to start a new job, my kids suffered. We spent over $2000. I want it to be reimbursed at least and also be compensated for all the trouble.

Business

Response:

July 19, 2013

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

[redacted] the Traffic Control Manager in our [redacted], ON Regional Office spoke to Mrs. [redacted] on July 12th. Ms. [redacted] explained most of the problems with the U-Box were with the custom's paperwork and documentation. Ms. [redacted] did inform Mrs. [redacted] they were given a month's free storage with the U-box.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am not sure if U Haul got a chance to review the email I sent following my complain after I received a call from their area manger. The response is incorrect in every sense. Again just how the company is been dealing with us from the very beaning in approparate information, not apologies no customer service. She never apologized or explained that they offered to give us a month free. Please find below the email I sent expressing my discomfort following the phone conversation that was abruptly ended on July 12th .

Greetings,

Today at 4:57 pm received a phone call from Traffic Manger of Ontario UHaul from ###-###-#### number ; who started the phone call accusing me that we did not provided them with the required documentation and so the shipment was not sent on 9 business days. Later after I explained the

situation , she said that she does see receiving some thing on 14th so I inquired even if we go by what she is claiming the shipment still did

not come in 9 business days after 14th. To that she explained that he box was dispatched and was held at the border for a month .

It is so sad that UHaul is resorting to such shameful tack-ticks , I was explaining to her that I was speaking to some one every single day and no

one ever asked me for any additional documents.And no additional documents were provided. Also no one ever told me or called me back to confirm that the box was dispatched and was held at customs. On the contrary I called and [redacted] (customer service agent ) advised that the box was picked on 26th and I will receive a call from local agent today (28th). However the box arrived on 3rd.That was the first time ever that an agent had said that the box was picked up. Till that date all the agents confirmed that the box was in Windsor ON location.

I kept explaining our ordeal but she kept interrupting (no concern) and accusing us.Also there were gaps in the conversation as if she had me on the phone and was busy attending to something else. She kept going back to my Revdex.com complaint Email, I explained I could not type the details as there is a limitation to word count. I have already submitted a detail complain with UHaul ID [redacted] but don't think she ever referred the same.

The manager who called ; her tone was intimidating, rude, blaming us, also did not even acknowledge my concerns , did not express any empathy for all the discomfort we had experienced.

Further the call got disconnected ( or feel she hung up on me ) and she never called back. I called back but after a few rings it was disconnected.

I am very disappointed in this organization. It is a shame that they conduct their business in such unethical manner and every staff of their

organization has no customer service skills.

Regards,

Business

Response:

July 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of Western Ontario, reviewed the information Mrs. [redacted] provided. She assured our office she was involved with their move from the beginning and relayed that the major delay was because legal documents for Mrs. [redacted] and their two children were not in complete order at the border. We provided them with one month of free storage and will not be making any further adjustments or refunds.

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.

Regards,

I did not provide any additional documents and am amazed how the story keeps changing from time to time. The manger gave the same explanation and when I explained no additional documents were provided and upon questioning How did the situation change she could not provide with an explanation and hung up.

So I maintain no additional documentation were provided. And I did not receive my shipment in 9 business days. Also had to deal with unacceptable and horrible customer service. I still don't have any of my questions answered or any apologies. You Windsor manager did not call back, your area manager hung up and did not have any basic curtsy to call back and apologize. All your customer service staff were extremely rude. I still do not have any answers. A move it all company must have some standards .

Regards,

Review: Where to begin? We rented a pod online june 17, 2013 - only to find out that they give the exterior dimensions. Their interior dimensions are half a foot less on each side in the inside - meaning our furniture wouldn't fit. We had to look into renting a truck. June 18, 2013 we rented a 20' truck online. Was also offered 1 month free rental at a storage facility (which we find out later we were misled on that). We received confirmation of our reservation. June 23, 2013, we received a text around 9:40am stating our truck is guaranteed for us at a location that wasn't even open on that day (& it wasn't the location UHAUL we picked when we reserved online). Also received email GUARANTEEING our 20' truck rental at 2110 E Locust St in Omaha, NE at 12:00pm. Again, that place was closed for the day. We called UHAUL - I was told by some snotty lady that I should call back Monday at 9am. Explained to her we are basing our move on this 'guaranteed' reservation & now she tells me there are zero trucks available? She told me I could drive to Lincoln (that is an hour away) & a truck 'might' be there at maybe 4:30pm. Asked to speak to a manager & she told me there wasn't anyone. That again I could call monday at 9am. We hung up. Called back again to speak to someone else. Explained our situation again - she told us to call a phone number that we had already called - told her we had & it did no good. Asked to speak to a manager. Was transferred to '[redacted]' - who stated he didn't know what was going on, but he'd try to resolve. After waiting on hold for 25 minutes, the call was disconnected. We called AGAIN - apparently '[redacted]' does not exist. I was told to call a regional number to resolve the issue. They gave me a number in Massachusetts. I find this out after calling to ask for a certain person they said to ask for - who wasn't even there until Monday 9am. (again, does us no good). The guy there then told me he couldn't help anyways as I was in NE. He gave me another number to call - we did. After waiting on hold for 25 minutes before even getting to talk to anyone, I again explain the situation when someone comes on the line. She then tells me that there are NO 20' trucks at all. I asked her how they can guarantee a truck reservation (through phone call, email & text)? She couldn't answer. I emphasize that we had helpers to help move based on this reservation. She tells me there is only a 26' truck available on the other side of town from us. She would give us that for the price of the 20'. Told her we based our gas on the 20' truck - she says they are the same mileage. She tells us she can give us that truck and a $50 discount. I asked for more of a discount than that as this has caused all sorts of problems for us (this guaranteed truck that isn't even available). She told me to take the offer or leave it. We had no choice. We didn't get the truck until 3:30pm. We lost our help for the day. Had to try to load up the next day, it rained all morning. We sat in our garage crying - nothing is going right. My husband was to start a job out of state on Tuesday - that didn't work as we were delayed in the truck, lost our help, and the weather was awful the day we had to load. I look at our bill and we were never given a discount. This was a huge hassle. How can UHAUL 'guarantee' a truck then not have it?!? When we dropped off the truck in Texas, we ran into a former manager of UHAUL who heard us talking and he says it happens all of the time. Even said UHAUL sends in 'dummy' customers to test the managers to see how they handle it - they are told that they are to tell the customers they don't have a truck right now & they'll call when available. That's not how a reservation or a guarantee work!!! This has been an absolute headache!! Then we get to the storage facility, only to find out that they don't offer a free month of storage rental. They use the UHAUL software, but they don't offer a free month. Explained they were on the website. They didn't know why. When we were given the offer after our truck reservation, we picked from the storage facilities UHAUL had listed on its site. That site said nothing about us having to rent from a UHAUL storage facility (we find this out after we call UHAUL from the storage facility only to find that out. We ask what they have around us & they have a 5x5x8 (a closet) which will NOT fit our 3 bedroom house belongings. We didn't have the mileage or time to drive around so we rented where we were at. We should have still received a free month through UHAUL for the misleading offer. Again, I cannot emphasize what a HEADACHE this has been. It greatly delayed our move. It caused a lot of stress and headaches. It caused my husband to miss a job opportunity.Desired Settlement: We would like a refund of at least half, if not ALL of our costs for renting the truck. We'll cover the gas, but we should be reimbursed for what we spent on the truck rental due to this headache. We would also like UHAUL to pay for one month of our rent at the storage facility that they offered on their website - that was extremely misleading.

Business

Response:

July 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Customer Service Agent, followed up on the information Mrs. [redacted] provided. She attempted to speak to Mr. or Mrs. [redacted] but reached their voice mail. She left a message requesting a return call in order to personally address their concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### if not already.

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.

They attempted to call; however, I take care of 4 children during the day, phone calls are not a good option for me. I received an email offering $75 off future UHUAL goods/services. We do not accept that response from the business either as we will NEVER use UHAUL again. I have attached a copy of my reply to UHAUL regarding this $75 email offer. It is unacceptable considering what we went through and it is NOT what we requested for a response. We want our money back for both the truck and the one month of rental. That is the ONLY solution that will consider this resolved from our end. Attached is a copy of our response. We sent this certified last week and have not received the green card as of yet confirming receipt by UHAUL. They need to make this situation right. Offering future goods/services is useless. We want 100% of the truck rental cost returned to us for our problems (they didn't ever credit our $50 'credit' they promised - and after our experience, that is unacceptable - we want our rental cost for the truck returned to us - as well as one month of our storage paid for as was offered but not honored. Thank you.

Regards,

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Senior Customer Service Representative, reviewed the information Mrs. [redacted] relayed. She relayed that she acknowledges there were communication issues in regards to the information Mr. and Mrs. [redacted] received about the free month storage. As a resolution, they were issued $50 for the reservation concern and she issued a supplemental refund for $75 for the storage concerns. The supplemental credit should post on their next Visa credit card statement. We hope they still take advantage of the $75 VIP Certificate we issued as 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, tape and propane. We also sell and install permanent hitches.

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.

A $50 credit for storage is NOT an acceptable solution. We should be receiving the full $124 for the free month. This was UHAUL's mistake, NOT ours. False advertisement/misleading website on THEIR part.

We have not received any $75 credit for the truck - even if we did, NOT acceptable. And we reiterate, AGAIN, we will NEVER use UHAUL again - for anything at all, so their $75 certificate for use of their items is worthless to us.

We have already stated the proper action required to resolve our complaint from our end, which would be at least 50% reimbursement of our rental fees for the truck, if not 100%. UHAUL doesn't seem to understand what HUGE problems they caused by not having the truck 'guaranteed' at the time they stated they would. Again, we have texts, emails, phone calls, & other witnesses supporting the problems we had with the 'reservation'. This is not unusual for UHAUL to do. It needs to be stopped. Proper resolution, again....GIVE US OUR MONEY BACK!!!!!!! Seriously considering taking them to court over this - they were in the wrong and things need to be properly resolved.

Regards (continuing to get very upset with this 'game' UHAUL is playing),

Review: On July 25th, 2013 I had made a reservation with U haul to have a 14ft truck for August 31st until September 1st. Two days prior, on August 29th, 2013 I contacted U Haul where they then informed me that they did not have my reservation. After being transferred multiple times between departments they finally found my order and gave me an addition 20miles free to my order. Then on August 30th at roughly 10AM I received a phone call from the field manager telling me that they had overbooked and I will not have a truck for my move until September 1st. Unfortunately I have to be out of my apartment on August 31st so that was not an option for me. He was very rude and did not seem liked he cared at all. I then asked them if they would be paying for my move with another company where he then informed me that they would send a $50.00 check in the mail for the inconvenience. I then sat on the phone with U-Haul for over two hours to find another truck. They made me another reservation in Putnam, CT! I live in Massachusetts! They stated it was the only truck available in Massachusetts, Connecticut and Rhode Island. So I agreed to take that truck as long as I got free mileage with the inconvenience. I was then transferred to another department after making the reservation to talk about the free mileage. I was then informed they do not discount mileage so I would have to pay for it. Considering I had no other choice and needed the truck I had to take it. I then called the physical location where the truck was going to be to confirm it would be there and they informed me that there is not truck there available and that they over booked me. I was then left with no truck.Desired Settlement: I would like a refund of my moving costs since U Haul did not give me what was in the contract. If I do not get refunded for my moving costs, I will be taking this to court and be suing for more than just the moving costs.

Business

Response:

September 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of refund for the $50 Reservation Guarantee Fee, which should post on her next Master Card credit card statement. He also relayed that no further refund would be issue.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did in fact receive a $50.00 refund, but that did not cover my moving expenses that I was forced to pay because U-Haul did not follow through with their end of the contract. I am looking for a refund of $100 additional which is the difference of what I needed to pay to rent a Pick Up Truck in Connecticut all because they did not follow through with the contract. Again, if they are not willing to settle this matter it will be brought to small claims court where I have all paperwork with a GUARANTEED date and all phone call logs and conversation for further resolution.

Regards,

Review: File reference #[redacted] Contract #[redacted] & [redacted] This refers to a 10' box truck and an auto transport trailer I rented from U-Haul to move my possessions and to tow a vehicle 2,miles over - daysThe trip required many hours of driving at highway speeds ~mph over multiple days
#1) Only hours into my drive, with the truck fully loaded, while towing my vehicle on the highway, at highway speeds, one of the rear tires explodedThe impact caused me to swerve across [redacted]s of traffic but fortunately there was only car near me and it was about feet behind the trailer, so there was no contactI understand tires explode, but the issue is more severe, and could indicate gross negligence on behalf of U-HaulUpon returning the truck a few days later, I learned that U-Haul had on record, and was fully aware that the tire that blew was defective and had a history of loose threadsU-Haul chose to leave the tire onProperly functioning tires are a primary aspect of what customers pay for, and is a core and integral part of the service U-Haul providesIf the radio dial would have fallen off, that's acceptableIf the company had no knowledge of the faulty tire, or if a blowout would have occurred, that would have been understandableHowever, as a truck rental company that rents trucks that will be filled with hundreds or thousands pounds of cargo, trucks that will potentially tow a trailer with a vehicle also weighing thousands of pounds, and that will then be driven continuously over multiple days, at highway speeds, and over thousands of miles, knowing that a tire is faulty is negligent as it put my life, and potentially the lives of others in danger, not to mention the condition of my possessions and the car I was towingI've had a couple of other blowouts before and controlled them with no problem, but nothing compares to trying to stabilize a truck with cargo that is towing a vehicle at highway speedsThe tires and brakes are of utmost importance on these vehicles, and their working condition should be a top priority for a truck rental companyA tear in the seats, non functioning air conditioning, are not part of its core business, and not essential to the service U-Haul provides and the service its customers pay a premium for, so these aspects are non essential, but knowledge of a faulty tire on a cargo vehicle with towing capacity is negligentFurthermore, I paid for SafeMove not knowing that I was insuring an unsafe vehicleThis could potentially be perceived as fraudAlso, the company placed the time liability (I was stranded for hours), responsibility and inconvenience of dealing with a tire on meIt's unlikely that a faulty tire will explode if the truck is parkedThis tire exploded just hours into my 2,mile tripInstead of replacing the tire, the company placed the responsibility and inconvenience of dealing with a blowout on the person who would happen to be driving the truck when the tire exploded My U-Haul contract didn't state anywhere that there was a faulty tire; however, I was still charged full price for the rental and the insuranceIf a core aspect of a company's product or service is knowingly defective, how is charging full price legal, or, maybe it is illegalEven if a company doesn't know about the issue, yet the issue relates to its core product, they can be held liable (look at the [redacted] tires case in 2000)Therefore, does this aggravate the issue if the company knew about it? U-Haul is more expensive than other truck rental options I was considering; however, I went with U-Haul because over this duration of trip, and towing that much weight, I justified paying the premium for the peace of mind that such a large and established company would ensure that my safety was a priority and that I would get a fully functioning truckI paid the premium, fully insured the truck, and complied with every exhaustive and extensive requirement U-Haul imposes, but they didn't honor their endEven a car rental company that rents light-weight compact cars has a responsibility of only renting safe vehicles with properly functioning tires, but a truck company that rents vehicles made to carry heavier loads and tow vehicles cross-country, over multiple days at highway speeds, should be even more responsive in the event they become aware of an unsafe vehicle, or a vehicle that has a tire with loose threads which could potentially be driven by a customer and weighed down with cargo in addition to towing a car
#2) I rented a 10' truck because over 2,miles I wanted the mpg that U-Haul advertises on its websiteWhen I got to the location I was given a 14'U-Haul's website states this only gets mpgThe 10' truck would have been plenty big enough to carry everything I was moving, and powerful enough to tow my carThe larger truck alone ended up costing me an additional ~$in fuel costs, not to mention the exhaustion of driving a substantially larger vehicle over multiple daysTo address this, I called customer service asking if I could get a 10' truck by the next day, or if they would be willing to cover the difference is gas costsThe woman on the phone specifically said that regardless of truck size, they all get around the same gas mileage; therefore, the company doesn't reimburse extra gas costsI would understand, and wouldn't have felt it necessary to mention this here if she would have been honest and said, sorry, the 14' is slightly less economical but we don't have a 10' available and your contract says that we can give you a different sizeThat would have been fine and I would have accepted the extra cost, but she lied and had me thinking the trucks possibly and surprisingly do all get similar gas mileage, and it is clearly stated on their website that the 10' and 14' get different gas mileageIf they would have given me the truck I rented, maybe the blowout wouldn't have happened to me and I wouldn't have learned that I was lied toFortunately it happened to me, and not a pregnant woman or one of our senior citizens who may be even less comfortable dealing with such a sudden and unexpected situation
I first reported these incidents almost months agoI have spoken to multiple people, have had to follnumerous times, and the issue is still not resolvedI started out by calling the customer service center in Phoenix [redacted]Days later I spoke with the general manager of the store where I rented the equipmentDays after that I was referred to a department in Florida [redacted]I was hopeful that this would finally be addressed when the complaint was escalated to a regional manager in FloridaI was told she would call me within 3-business daysA week later I followbut her voicemail wasn't setup to receive messagesI follup multiple times with no responseI was eventually told she was transferred to "her own store." I spoke with someone else who then contacted the manager, and the games continueI have her name, in addition to the name of others I spoke with, but won't include the names in this report out of consideration for their privacyI am happy to provide the names to U-Haul or Revdex.com directly.Desired Settlement: Refund for the cost of the truck rental, refund for the SafeMove insurance I paid to insure a defective truck, refund for the additional $fuel expense I incurred after being told the truck I was given would be equally fuel efficient as the truck I had originally reserved, and compensation for the delay and damages that were caused by an already known and documented equipment and safety issue
Business
Response:
Thank you for your concern for our customer Mr[redacted].Mr[redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Mr[redacted] providedHe informed our office two separate messages have been left for Mr[redacted] requesting a return callA refund for $was already issued back to Mr[redacted]'s [redacted] account on August 16th, however, Mr[redacted] explained that if he can fax or email his receipts for his extra motel and meals, he would be happy to issue a refund for those expenses as wellHe hopes to hear back from Mr[redacted].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,[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 complaintFor your reference, details of the offer I reviewed appear below.I attempted to get in contact with Joe every day last week and failed to even receive a returned callI cannot accept your proposal or close this case if I am unable to verify that what you proposed will even be possible due to your ir responsiveness and deficient customer serviceRegards,[redacted]
Business
Response:
Thank you for your continued concern for our customer Mr[redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr[redacted] providedShe informed our office she checked maintenance records for the truck and found no indications there were faulty tires on the truck as the truck was in the shop for a Preventative Maintenance check just a month before this rentalHowever, Ms[redacted] did issue a supplemental refund for $140, which brings the total refund to $as an adjustment on the rentalMs[redacted] also mentioned that she feels the resolution to be fair considering Mr[redacted] completed his move and according to the notes in the breakdown call, he was delayed by no more than hours.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,[redacted]Executive AssistantU-Haul International

Review: I hired U-Haul to move my items across the country. They failed to do so in the agreed time frame and I was without my belongings for 10 days longer than agreed. This is unacceptable. The company is now refusing to give me a full refund.Desired Settlement: I want a full refund. Not a partial refund, A FULL REFUND.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He advised our office he left a message for Mr. [redacted] explaining he would be issuing a credit due to our error that caused a delay. He requested Mr. [redacted] contact him back to obtain addition information to process the 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: My mother [redacted] Rented a truck by phone on 08/30/2013 for pick up 08/31/2013. When arrived at location for pickup at 9am, was told the truck was not back and would not be returned by previous customer until noon. I called on behalf of my mother the 800 number for customer service and spoke to a [redacted], explained my situation and what was happening, she told me there was a truck available 20 miles from my current location and at .89 a mile but could not compensate or do anything about price because this was an intown rental, I was tranferred to a supervisor (whom on 2nd phone call with [redacted] was told his name was [redacted]) [redacted] began telling me that my "last minute rental" was the problem. When I explained my beyond frustration at this point going on 3 hours after my reservation [redacted], transferred me to the I heard a Huff, and the call disconnected, I was hung up on! Called back and spoke to a female named [redacted] who states no notes in the acct and she would help me, she was very nice , I was placed on hold and after waiting 10 minutes again the call disconnected. Finally got my problem resolved with a man named [redacted]. I called back after not being able to contact the new location to pick up a truck to verify rental was there and this time my daughter [redacted] got [redacted] again, who said "i talked to you earlier and verified the truck was there" [redacted] said "well we cant get through to talk to anyone there" She also told [redacted] that after being transferred by her before her mom was hung up on, [redacted] told my daughter she sounded insane, and called your customers liars, [redacted] told her she very much needed some customer service training, and was rebuffed with a laugh. Seriously needing some customer service training, as I do not see how your customer not returning a truck on time constitutes a "last minute" rental on my part.Desired Settlement: Your phone customer service agents should never call the customer a liar nor laugh at the frustration after 4 hours of trying to find out what to do about our rental for my widowed mother as moving is stressful enough. We will never be using Uhaul again, and have tweeted, posted on FB, and any social media my teenage children have as well, for our friends and family to repost!

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent them a response, which included an apology and a $50 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,

Executive Assistant

U-Haul International