J.R.J. Tara Corporation

Review: This complaint refers to UHaul in [redacted]i. I reserved a 26' truck in May, 2013 for a move on 7/31/13. I called on that day to see If I could get the truck earlier than 2 P.M. I was then told there was no truck for me at all. I was sent to the East side to pick up a 17' truck, and then to [redacted] for a trailer. This took about 2 hours to go all over. I was promised 5 dozen pads, and I received 1 dozen. I was promised a discount and received none. I had to pay full price for both pieces of equipment.I want a credit for all of the inconvenience, and the terrible customer service. Because of this, I lost my movers who were going to load the truck at 9 A.M.Desired Settlement: DesiredSettlementID: Refund

I want a credit on my mastercard. The people who didn't return the truck would receive a fine. I should receive a monetary compensation for what I went through.

Business

Response:

August 9, 2013

Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our [redacted]I Regional Office sent an e-mail to [redacted] on 8/8. [redacted] apologized for any inconvenience during the rental and has refunded $60 to [redacted]'s MasterCard. The credit should appear on [redacted]'s 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: My husband and I rent a U-Haul from a location in Revere, Massachusetts on Saturday, July 28th to assist us with our move. This was supposed to cost somewhere around $65 when all was said and done. At about 8pm on that day, the rented U-Haul broke down and would not start back up. My husban, [redacted], called U-haul's customer service line and was told that a tow truck would be called and that he would receive a call back with the next steps (as we still had belongings in the truck). A tow truck came but [redacted] never received a call back. It was now 10pm and he was forced to have the truck towed to our old apartment and left overnight in a vacant lot (unlocked) with our belongings inside. The next morning he contacted U-Haul again and, after receiving a lot of grief from the desk associate at the individual location, was able to get a much smaller truck for the day to be able to finish our move. After several more phone calls to and from U-Haul's customer servie line, [redacted] and I were assured that we would not be charged any of the 3 pending fees that were showing on our bank statement. Today, I checked my account and found that, not only had all 3 fees (totaling $231.50) gone through - but they had also caused my checking account to overdraft - prompting $70 in overdraft fees.Desired Settlement: I want my $231.50 refunded immediately and I want to be compensated for the $70 in overdraft fees that U-Haul caused my account to be charged.

Business

Response:

August 16, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Boston, followed up on the information Mrs. [redacted] provided with her Area Field Manager, Mr. [redacted]. Mr. [redacted] sent Mr. [redacted] an email offering his apology for the inconvenience we caused and explained, in addition to the credit for $115.33 for their 1st rental issued on August 9th back to their Visa account, he issued a supplemental credit for $81.60 to cover the overdraft fees and 10% off the second rental. Both credits should post on their next credit card statement. Mr. [redacted] included his telephone number in case they had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Last week (3 days in advance) I reserved a 26 ft. truck to be picked up at the UHaul location on St. Claude at 8am on Saturday morning. When I arrived at the location, the manager ([redacted]) told me that my truck would not be ready until 9am. This was a problem because I had hired movers to arrive at my house at 9am. Due to the delay in picking up the truck I had to compensate the movers for their time, even though they weren't working ($50). At about 9:10am a 20 ft. truck arrived. The manager told me I could take it or leave it, they didn't have a bigger size. He did not mention this to us earlier. Because of the smaller size truck we had to make two trips (rather than the one we had planned for) doubling our mileage (which totaled 34 miles). Finally, we requested a hand truck which was not included. We were not able to negotiate the price at all and when I called to speak with Mr. [redacted] I was placed on hold and then disconnected twice.Desired Settlement: I would like compensation for my expenses due lost time with paid movers ($50) and a refund of half our mileage (half of 34 miles is 17 times the mileage rate of $0.89/mile = $15.13). Total requested compensation is $65.13.

Business

Response:

September 4, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern Louisiana, followed up on the information Ms. [redacted] provided. She informed our office she sent him the following email:

Ms. [redacted], I would like to apologize for any inconvenience you experienced when renting a truck from our St Claude location. I have credited your account back $15.13 for the extra mileage you had to travel. Unfortunately we do not reimburse for moving help. I have issued you a $50 VIP Certificate to use towards any product or service U-Haul offers in the future. It will be mailed to you. We do appreciate your business and look forward to serving you again in the future. Thank you, Pam

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 received one bag of packing pads with my truck, which I did not use and left inside their bag. I was charged with not returning half of my packing pads. I filed a complaint and despite the notice that my problem would be handled shortly, have not received a response in 24 hours, at which point I wrote I would contact the Revdex.com. I am being charged for something I did not do. I did not lose any of their equipment. Either I was not given 12 pads, and thereby did not return 12 pads, or they are trying to charge me for something that never happened, or worst yet, one of their company's people is responsible and has not taken responsibility.

My father can attest to the fact that I never used the pads because he was there unloading my rented truck, and he witnessed me put the pads back inside the truck.Desired Settlement: I want the $30 removed from my bill.

Business

Response:

August 7, 2013

Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our [redacted] spoke to [redacted] today.. He apologized for [redacted]'s recent experience with his rental. A refund of $33.15 has been credited to [redacted]'s MasterCard and should appear on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had one of the absolute worst customer service experiences of my life recently with U-Haul. It started with my booking a 14' Truck and Auto Transport trailer online, as suggested by U-Haul. I received a confirmation of my reservation via email, and thought that all was well. The next day, I received a call from U-Haul telling me that they did not have the truck and trailer available in [redacted], AL like my confirmed reservation said. I was informed that there was a 10' truck and auto transport trailer located in [redacted], TN, about 30 miles from me. At this point, I was ok with the switch. I didn't need the 14' truck, really, and 30 minutes wasn't too far a drive considering I was going to be driving the truck 8 hours away. Figuring I was getting a truck and a trailer, I drove myself up to [redacted] in the car I needed to tow to pick up the truck and trailer. At this point all of my information had been entered. They knew what car I was towing behind their truck. This is where things went horribly wrong. I arrived at the very sketchy U-Haul rental place in [redacted], TN around 0930 in the morning.

I went inside to complete the rental, fully intending to load up my car on the trailer and haul it back to where I needed to load the truck. I start the rental contract process, and the guy behind the counter asks me about my car. He enters the information, and tells me he cannot complete the rental contract. Apparently the 10' truck he had available was not compatible to tow the car I had on the trailer he had. He said he had a 7.5 series trailer, and the truck would only handle my car on a 6 or a 7 series trailer. Remember that all my information had been entered into the computer beforehand, including what kind of car I was towing. So I was send 30 miles out of my way for a truck and trailer that I could not use. After an hour on the phone with his U-Haul support, they located a compatible trailer across town, but the place was closed. When they called the guy who ran that equally shoddy rental place, he would not offer any help in getting the trailer. He was busy on personal business. I get that, but there were promises from the rental place I was sitting at, along with the customer support people on the phone, that they could release the trailer to me over the phone and I could pick it up. I was disconnected twice from that process on the phone. I was sitting still, so it wasn't that I dropped the call. Twice.

Eventually a compatible trailer was found. I had now been at the U-Haul rental place for 1.5 hours. I had to drive back to [redacted] to get the trailer, which was a problem because I was there in [redacted] alone with my car. I talked with the rental place in person, gave them my particulars so they would hold the trailer for me. We confirmed that it was there, and available. I had to call some friends to drop what they were doing on a Saturday to drive up to [redacted], 45 minutes away, to drive my car back to [redacted] so I could drive the truck to get the trailer. I had to inconvenience two more people in my life now because of U-Haul sending me for incompatible equipment. We're now 2.5 hours into the adventure. Then I drove to the next destination that supposedly had the trailer I could use, followed by my friends, another hour out of my day.

We arrived at the specified location to find, not surprisingly, no trailer. This is 3.5 hours after I arrived to get my rental truck and trailer, about 1 in the afternoon. I had no had lunch yet. The rental place I had talked to that confirmed they had the trailer and it was available spend 30 minutes figuring out that they did have a trailer when I called, but it had been reserved and was picked up shortly after we talked. To reiterate, I talked with the rental palace on the phone and verbally reserved an appropriate trailer from this rental place after being told it was available, only to find it was already rented and gone when I showed up. I'm now on the other side of town with the wrong truck (10' instead of 14'), without an auto transport trailer and two friends following me around for hours now. We took a break for lunch at this point and took the chance to laugh at how horrible this experience was so far. We return to the last place that told us they had a trailer, and spent another hour talking back and forth with U-Haul support trying to find a trailer.

Five and a half hours after arriving at the first U-Haul place, someone on the phone had the bright idea to check slightly outside the [redacted] area, and found a place to the south a bit that had not one, but two trailers. Why this didn't come up 5 hours previously I still don't know. Of course, the new place to get the trailer is 30 miles more out of my way. So I drive down there, with the U-Haul customer support person telling me they have the trailer and they will handle the reservation and contract over the phone to make it quick. I arrive, and go in, we start the process. It takes longer to get through it over the phone, despite the promise of help speeding up the process, than it would have just to rent it in the office. I finally get the trailer, and get on my way back home to pack up the truck. I had to stop and get gas because I'd burned over 1/4 tank driving all over creation for the mythical trailer, plus 1/4 tank in my car. I got home some 7.5 hours after I arrive at the starting rental place, and still had to pack the truck to leave early the next morning.

In return for 7.5 hours of hassle, misdirection, lies, broken promises, and all the other grief from U-Haul, I received a $50 discount on the trailer rental. It needs to be noted that all over every U-Haul rental office they have notices posted that guarantee a $50 discount if the agreed upon equipment was not available at the time of pickup. After all of the issues on U-Haul's part, they only gave me the $50 discount they were obligated to give me. I spent that $50 discount on gas driving around where they kept sending me to pick up equipment that wouldn't work, wouldn't be released, or just flat wasn't there. On top of all that, I was not allowed any additional mileage after the first amount they tacked on when they started by driving me all the way to [redacted], TN to pick up the incompatible equipment. I have no received any noticed of additional charges as of yet, so I may have been granted enough to cover it, but no one bothered to try to adjust it even after sending me an additional 60 miles to three rental places total. While the people I talked to were apologetic, they certainly didn't try to make this situation right by me. This was likely the wrost customer service issue I have ever experienced.Desired Settlement: I feel I deserve a refund for the hassle and terrible way in which this situation was handled from start to finish. They can check their own records and logs and see how badly this was handled by their people.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], I would like to apologize for your recent experience with our company. We strive to make every customers rental a stress free experience because moving itself is already stressful. Unfortunately, we do have rare occurrences when that doesn't happen. In those instances, the $50 Reservation Guarantee is normally issued. In your case, because of the whole fiasco you experienced, we will be able to issue you an additional $50 refund for your inconveniences. I will get that issued today but depending upon your bank, it may take 3-5 days for it to post back to your account. Once again, on behalf of U-Haul, I apologize. If there is anything else that I can do for you, please do no hesitate to contact me. [redacted] U-Haul [redacted] Traffic Control Manager Office: ###-###-#### voip: [redacted] Cell: ###-###-#### Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On record with U-haul under the file for phone number [redacted]: Customer service repeatedly and intentionally altered my reservations to include numerous trucks under my contract, with my credit card attached, with out my permission.Attempts to resolve this problem resulted in repeatedly being hung up on, transfered to dead phone numbers, accusations, further charges added to my credit card, and unfulfilled claims of reimbursement from supervisors ([redacted])After waiting a week for a refund I attempted to call [redacted] but the number she left me was not a valid number. When given a new number to call this number wasn't even associated with U-Haul.Desired Settlement: Full refund plus compensation.

Business

Response:

August 31, 2012

Thank you for your concern for our customer.

Mr. [redacted], our President for the U-Haul Company of North Shore Chicago, followed up on the information consumer provided. He explained the issue was that the same document number was used at another U-Haul location in the state of New York, which is not uncommon. He relayed that he was unaware how consumer contract got linked with a different customer since two U-Haul locations were involved. He did, however, verify that consumer credit card was not used on the other contract. In an effort to help offset the inconvenience consumer experienced, he was offered a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services that U-Haul has to offer. consumer opted to decline the offer.

A refund for the $50 Reservation Guarantee Fee was issued back to consumer Visa account on August 18th and should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for 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 truck yesterday & on the way back to return the truck, I filled up the gas tank ($27.09) at a gas station that is located 0.7 miles away from the U Haul facility. This was even verified by the gas station attendant who pumped the gas. Today, the woman called to tell me that I did not fill up the truck & thatvI wad ONE GALLON short. After calling her out on the audacity I hung up which she then worked with my mother on the issue. My mom then talked to the mgr & who was very nice, but explained that she did not charge for the gas but charged for 70 miles! I have every address saved in my GPS & after retracing the route, I found out that it was only 58.1 miles!Desired Settlement: I want the billing adjusted & I want her to be investigated for what she has done. I have been to 3 othe U Hauls in the same area & never have I dealt with this issue before!

Business

Response:

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Oregon regional office, followed up on the information Ms. Timpson provided. He informed our office he sent the following email:

Dear Mrs. [redacted], I will be forwarding this note on to the Area Field Manager to inspect the equipement along with performing speedometer calibration test. I have issued a credit to your CC to cover the disputed miles. Thank you for your feed back and continued business. [redacted] U-Haul Co. of Oregon

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I contracted with Uhaul to ship a "Ubox" of personal belongings from San Francisco, CA to Boise, ID. The Ubox was picked up and I was informed it was shipped. Upon contacting the Boise Uhaul facility, I was informed that the wrong box was shipped and my belongings were still in the Oakland, CA facility. Over a week has passed and I haven't heard from Uhaul. I have called both facilities in Boise and Oakland, and nobody will tell me where my belongings are. I have been charged $772 and yet my belongings are missing. I have contacted Uhaul through their website, their Twitter account, both Boise and Oakland facilities, and through direct email to the manager of the Oakland facility and I have had ZERO response. I believe that they have lost my belongings, which were insured, and are refusing to tell me.Desired Settlement: It's very simple - I want my personal belongings delivered to Boise, ID with a formal apology for their terrible customer service.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our East Bay regional office, followed up on the information Mr. [redacted] provided. She informed our office she did confirm Mr. [redacted]’s U-Box was delivered to him on September 17th and also asked that we relay her sincere apology for the inconvenience Mr. [redacted] experienced with his U-Haul transaction.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Thursday April 11th we contacted [redacted] to drop off the rental equipment. We were told that they will not be able to take the truck in because they already have 3 trucks and no one told them they will be receiving a truck. They told us to come back the next day. On Friday April 12 at 7am we drove the truck to [redacted] and they refused to accept the rental equipment because they stated we were not on their list to accept our equipment. We contacted customer service and spoke to [redacted] who informed us that the facility has the right to refuse to accept equipment. She then stated that we were to drop off the truck on Hamilton Road. We informed her that our contract states [redacted]. [redacted] then proceeded to question why we did not contact corporate office about them refusing the truck the day before. I explained that the issue is not whether we contacted corporate office but why the drop off location has changed and we were not notified. This ordeal made us late for work. We are demanding a full refund for you (UHAUL) changing the drop off location and not notifying us. This is a major systemic error in your company. This is VERY POOR customer service.Desired Settlement: Full refund of the rental amount. We rented this equipment and followed the terms of the agreement and UHAUL changed the details of the agreement without notifing us and then questioning our methods of contacting them.

Business

Response:

April 16, 2013

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Mr. [redacted] provided. She informed our office she sent them the following email:

'Mrs.[redacted], Good morning. First, I would like to apologize that the location you chose to return to did not have the room on their lot to accept the equipment in. Unfortunately, we were not aware that this location would be out of lot space by April 12th at the time you picked up wich is why you were able to choose this location. I also apologize for the way the situation was handled when you contacted customer service. [redacted] has already sent you a $50 VIP certificate that can be used toward anything UHaul offers and is good for two years. In addition, I will also be issuing a $50 refund to your credit card for this error. Please allow 3-5 business days for this to reflect upon your statement. Again, I do apologize for any inconvenience that was caused by changing drop off locations. Thank you for your time and have a great day. Thanks, [redacted] UHaul Co. of Ohio 614-478-6605'

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 received the email from Ms. [redacted], however I do not believe a $50 store credit and a $50 refund will suffice. I feel it is an insult to give me a $50 store credit that I will have to use in their organization, therefore they are only refunding me $50. My wife being late to work by a couple hours in addition to the inconvenience of being on hold forever and then having a customer service rep that wanted to question my reasoning behind not calling sooner is far more than a $50 refund. I do not want a store credit/certificate. I want a monetary refund that is not insulting.

Regards,

Business

Response:

April 23, 2013

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, reviewed the information Mr. [redacted] provided. She informed our office she sent them another email explaining she had voided the Certificate for $50 and issued them a supplement refund for $50 in its place.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I was looking to relocate my family from [redacted] to [redacted] after completing my DMD (dental school) program. We chose U-haul's U-Box as our means to ship across the country because we would have a free first month of storage with them because I did not currently have a job offer. We started with a price quote and liked the price of 2 U-boxes to store our furniture. We started our application of a reservation to hold our price and boxes at the beginning of April but ran in to an error every time we tried to send our application. My wife tried countless times to resolve the issue by herself, with customer service and a combination of the two working together to no avail. Finally we got a call back telling us that we needed to add a final destination in our application to hold our reservation. The customer service rep we talked to said that he would attach a note to our reservation saying not to ship boxes to [redacted] and that we would call later to share the location of my job whereabouts. We were apprehensive in putting one in because I still did not have a job and did not want it shipped to [redacted] (where my parents live). But we obliged to lock in our price and our boxes. The month of May arrives and I graduate school and my wife picks up the first box on May 23rd. She talks to [redacted] the general manager of the store in [redacted]. We fill it and I return it to [redacted]. Immediately there after I pick up the second from [redacted]. We fill it and I return it to someone other than [redacted] on the 24th. I pay for the shipping of the boxes and the insurance that goes with it on my [redacted]. Not once does [redacted] or any of his employees confirm or tell us that the boxes will be shipped on the 29th of May, nor do we tell them that the boxes are going to stay in [redacted] for a couple weeks. We do not tell nor do they ask because we (my wife and I) assumed that the note the customer rep said he was going to attach to our original reservation was there stating do not ship until new address is given, looking for a job. But unfortunately that note never made it onto the reservation. We leave on our cross country drive, only to get an email on the 28th of May saying the boxes have been shipped. We call customer service immediately making our first objection and informing the customer rep that we should not be held responsible for the shipping of the boxes from [redacted] to wherever I found a job. She wrote it all down. Within hours [redacted] calls my wife upset that we didn't tell him not to ship them. Rightfully so, but he never confirmed either (as he claims). If he or any of his employees had confirmed we would have corrected them because we did not know where we were going to end up at with my ongoing job search. He tells my wife he will see what he can do for us and tells her he will call back later. Never called back. The boxes continue on their journey to [redacted] and arrive somewhere in the beginning of June 2 weeks later. We call customer service again I believe on June 12th writing our 2nd objection to this process. No one responds to our objection. We have to call back again only to find out it was dismissed with no explanation nor resolution. During this time the [redacted] store calls us asking what we want to do with our boxes. My wife tells her that we want them to stay there until we find a job. They call every 2 days asking about when are we going to pick them up. We tell them we aren't for a bit every time. Finally after a few interviews I find a job in [redacted]. The next time the [redacted] store calls we tell them we want them sent to [redacted]. She quotes a price of I think I recall of $945. We were shocked, we just payed over $2000 for across country, why is it almost half the price for a 5 hour drive north. We told her we weren't paying and that we would work it out through customer service. Well another half a month has gone by with no resolution and our first months rent is up and now we have to pay another $230 for the rental of the 2 boxes because of the slow customer service process. [redacted], the general manager of [redacted] offers me 2 $100 VIP certificates to help out. Thats great, I accepted but that isn't the outcome that I am looking for. $200 vs. the now $1175 payment doesn't go very far. I want a better resolution/outcome. I want better communication now and for future patrons. I want better training. I want a better U-haul experience. And importantly I want my stuff.

So after calling multiple people today and re-explaining my story at least 5 times I want to write it and document it for both parties.Desired Settlement: I want my boxes to be shipped to [redacted] so I can have my stuff.

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Dr. [redacted] provided. He informed our office that when they spoke, it was never mentioned they did not want the shipping done. Their reservation was done online and they chose the address where they wanted the U-Box shipped. This is how they were able to obtain a rate. Mr. [redacted] stated he knew nothing of a different destination and that they were even told the U-Box was being shipped when Dr. and Mrs. [redacted] dropped off the gipsy moth form.

The most recent notes in our Customer Action File for Dr. and Mrs. [redacted] indicate a message was sent to our Boston regional office requesting they contact Dr. and Mrs. [redacted], if not already, for further follow up on their U-Box transaction.

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: Nutshell: I am writing to recount the worst U-Haul rental experience of my life, which left me stranded beside a busy highway during a winter weather advisory for over three hours. The breakdown occurred because of a fuel pump failure and the extreme delay occurred because U-Haul provided the service provider with the wrong location, despite having my GPS coordinates and accurate, verbal directions about my location. For reference, contract #29736511 and phone ###-###-####.

I rented a U-Hal 15' truck from [redacted] at [redacted], on 19 March 2015. The rental was for six hours--I was just picking up a nearby dining set and bringing it to my home. Despite checking in online and providing my preferences, credit card, and driver's license, it took over 40 minutes at the local store to rent the vehicle.

After completing the delivery without incident, I began to drive the truck the 12 miles to the return point. When I merged onto the highway, the vehicle began to lose momentum and eventually sputtered out. I managed to navigate to the shoulder. The highway is an extremely busy, four-lane highway with only a half shoulder. It was dark. Given the size of the truck and poor visibility, my passenger and I felt extremely unsafe.

I called roadside assistance at 8:12 PM. I immediately told them that I felt extremely unsafe, but I was informed that if I left the vehicle, I would be fully liable for anything that happened to it. They took my GPS coordinates at 8:16 PM and I verbally described my location: Highway 29 northbound just beyond the Brokenland Parkway on-ramp. They sent me a text message at 8:27 PM stating that the service provider would arrive within 90 minutes.

I believed that my safety was in jeopardy, as was the safety of my passenger. It was also 33 degrees and during a winter weather advisory. Accordingly, I called back at 8:27 PM and 8:28 PM, but was disconnected both times after requesting additional assistance. Finally, I reached someone at 8:30 PM, who contacted the service provider and confirmed that they could be there "within the hour." Ultimately, the service provider didn't arrive until nearly 11:30 PM, three hours beyond the deadline.

Throughout this period, I was tweeting pictures of my unsafe location, dropping temperatures, and other information to @uhaul_cares. At 9:57 PM, I received a text from roadside assistance asking if the service provider had arrived and providing a link that would notify roadside assistance if no one had arrived. I clicked the link. At 10:17 PM,110 minutes into my ordeal and 20 minutes after notifying roadside assistance via the provided link--I was contacted by roadside assistance, who stated that they hadn't been informed that the service provider hadn't shown. After over 2 hours of waiting, I was informed by roadside assistance that they had provided the service provider with the wrong address and given a new ETA of 20 minutes.

I waited on as highway in the frozen vehicle for over 3 hours. U-Haul equipment put me and my passenger at personal jeopardy, which I repeatedly communicated. However, I was told I could not leave the equipment out of sight, otherwise I would be personally liable for anything that happened. Roadside assistance had clear, accurate, verbal instructions about my location, as well as GPS coordinates for my phone, but wrongly communicated my location to the service provider. U-Haul's internal communication failed utterly: despite following the instructions in the text and over 20 tweets to @uhaul and @uhaul_cares, roadside assistance was unaware until 110 minutes into the event that the service provider hadn't arrived. I'm sick and missed work today, very probably because of hours of exposure. I have ever tweet, picture, video, and screenshot documenting step-by-step this event.

U-Haul put its broken equipment over my safety and health. It was unconscionable. As a result, for care of my own life, I can never again use U-Haul equipment.

I wrote to the company's CEO, but never received a response. Instead, I received a phone call from a local office, which admitted no wrongdoing and offered a $30 store credit.Desired Settlement: U-Haul prioritized its equipment over my personal safety. I was ill as a result and lost a day of work. Presuming that it is uncommon for customers to be stranded in freezing weather for over three hours, it seems reasonable that this experience would be viewed as so extremely unusual and burdonsome that I would receive a formal apology from the company, including an uncaveated admission of guilt. A $30 credit with no admission of wrongdoing is insufficient. I will never again jeopardize my safety by using U-Haul services, so the $30 store credit is completely irrelevant. No, an unqualified apology and promise to prioritize customer safety over equipment is the only acceptable resolution.

Business

Response:

April 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Baltimore Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he investigated the situation Mr. [redacted] incurred. He found Mr. [redacted] reported the location of his breakdown to be on the ramp getting onto Rt. 29 North at Exit 18 (Broken Land Pkwy). Our service provider, [redacted], was given this information and gave a 90 minute ETA. Upon arrival at the listed location, [redacted] relayed that Mr. [redacted] was not there. They attempted to call Mr. [redacted]. Mr. [redacted] returned their call approximately an hour later and advised [redacted] he was at Rt. 29 North at Exit 20. [redacted] arrived shortly after that and towed the U-Haul truck. Mr. [redacted] concluded that the call was handled in a timely matter. The delay appears to be because the truck was not located where the recorded breakdown call stated it would be. Mr. [redacted] contacted Mr. [redacted] and advised him a refund would not be issued.

As we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $30 VIP Certificate on March 21st 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

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 response continues to assuage any wrongdoing on the part of UHaul, despite public admission via official media channels, a screenshot of which remains in my possession. The location provided was accurate--a family friend used the same instructions to easily locate the truck. Moreover, UHaul was in possession of precise GPS coordinates of my cell phone. Additionally, in direct conflict with the business' response, I never received a call from the service provider. This is easily demonstrated via call logs. Finally and ultimately, UHaul policies placed me in direct harm and contributed to illness and a missed day of work. The $30 store credit is not a meaningful resolution, because I will not jeopardize my safety by using their services again. The sole acceptable resolution, as requested, is (a) some meaningful review of their policy that customers in unsafe locations must remain in the vehicle, despite their personal safety concerns; and (b) some sort of apology, not for the mechanical failure, but the failure of UHaul to respond within a reasonable timeframe. 3 hours is not reasonable.

Regards,

[redacted] V. [redacted]

Review: In reference to U-Haul Reservation #[redacted] requested to pick-up a uhaul and an appliance dolly at the greenbriar location, and the return was suppose to be at the [redacted],Ga location for the cheapest one way option. My nightmare begins when I go into the location to pick up supposedly reserved truck, and appliance dolly. The agent goes on to tell me that all her Dolly's had been stolen from previous rental, and she needed to find another location near I can rent the dolly from that day. After wasting time off my rental, 30mins later she finds a store that has one available; however I would have to go pick it up using the gas & uhaul mileage of course. During that time of processing my contract I was told that she changed my drop to an open drop off point, meaning I would be able to drop off at any location. She even looked up locations near by my new home for drop off convience, and informed me to drop off at the sweetwater location anytime before 8am to avoid additional fees. Moving along: I get to the other location for the dolly pickup which is about seven miles away, the gentlemen wasted about 45mins trying to manipulate the system to rent the dolly to me without having to charge me a deposit since I had an active contract. I drop off the truck, and thinking everything was finally over and settled. Then today the charges start to roll in, and I got charged an extra $75 for wrong drop off location(which supposed to been open to any), an extra day of usage when I only did what I was told in the same day, and over mileage charge. I'm so upset to have been taken advantage of, and I'm seeking for those charges to be removed immediately.Desired Settlement: Refund of the extra $75, and partial adjust of my initial payment of $140 for the inconvience of this issue.

Business

Response:

August 30, 2012

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

Ms. [redacted]'s concerns were addressed and resolved when she called into our Customer Service Department on August 14th. She was advised of a credit for $70.17 that was issued back to her Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from this location 7/14/12. My estimated charges were $46.96. I called the next day to find out what my actual charges were and was told $97.21. I was told it was for fuel charges and the use of their hand truck. I briefly explained that I didn't use their hand truck and replaced the fuel I had used and have pictures showing the before and after mileage, and the gas gauge before and after I used it. She told me she would reimburse me for the hand truck. I would also like to add that the amount of gas the contract states that was in the truck when I rented it was incorrect. It stated on the contract that the tank was 7/8 full but the picture I took of it is on the line betwen 3/4 and 7/8. The girl that answered the phone, she said her name was Tony, challenged me to come to the U-Haul location and show her these pictures. I did it annoyed and feeling inconvenienced that I had to show this rude employee that I did in fact take pictures with the times I took them. I stopped what I was doing and showed everything this girl wanted to see. After proving my case her final response was, "pictures don't justify anything." She only refunded me back $42.00 of the $54.55 that is due to me plus whatever sales tax difference I am owed.I am highly unsatisfied with the service I recieved and wrongful charges. I am more than happy to provide these pictures to Revdex.com. I also want to say that at the same time I was there, a guy was utilzing their trash bin outside after being told by one of their employees that he can throw his small box of trash away. After doing so another employee told him he needs to pay $20 for doing so. The guy said, "What??" and started climbing in the trash to retrieve it. The second employee then started yelling at him saying he can't climb in there. It seems that this team of employees need to be let go or shown what professionalism is because doing rentals in sunglasses and being disgustingly rude to customers is not doing so. I will never rent from here again.Desired Settlement: I want the remainder of what they wrongfully charged me, $12.55, plus reimbursement for my gas and time to get there.

Business

Response:

July 23, 2012

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

Mr. Kristofer Gee, our GM for our U-Haul Moving and Storage at Orchard Street, followed up on the information Mr[redacted] provided. He informed our office he spoke to Mr[redacted] and reviewed the rental charges with him. He concluded that Mr[redacted] was wrongfully charged for fuel and advised him of a credit for $30.00 back to their credit card. The credit should post on their next credit card statement.

As we value Mr[redacted] as a customer, Mr. Gee also sent him a $50.00 VIP Certificate to help offset the inconvenience he experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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: In early August 2013 I reserved a 6'x12' trailer through the U-Haul website (U-Haul contract #[redacted]). I chose a location in [redacted] to pick the trailer up. When it came time to pick the trailer up I was told by U-Haul that I needed to pick it up from another location that was approx 16 miles round trip out of my way. I called U-Haul customer service and was given a certificate (Certificate #[redacted]) for $25 off the rental for the inconvenience. When I went to the new location in Hobart, IN ([redacted]) on 2013-08-22 to pick the trailer up, I was told by the U-Haul Rep [redacted] phone #s ###-###-####, ###-###-#### that she did not know how to apply the credit. She proceeded to tell me that I could take care of it with the U-Haul location where I was going to return the trailer or with U-Haul main customer service. When I turned the trailer in at Ace Hardware in Lawrenceville, IL 62439 on 2013-08-24, I was told by the U-Haul Rep Jessica Tate phone ####-###-#### that since my credit card had already been charged the full amount for the rental there was no balance to apply the credit to. I then contacted the U-Haul customer service phone ####-###-#### and spoke with a Rep (I did not get her name) that the certificate would be canceled and a $25 refund would be credited to my credit card. On 2013-08-30 after not seeing any refund on my credit card I then emailed the U-Haul customer service. I received an email from [redacted] requesting my U-Haul contract number. I responded to his email on 2013-08-31 with the contract number. Since that date I have received no refund and can get no replies to my emails from [redacted]. As of today 2013-09-09 I have not received my refund of $25.Desired Settlement: I want my refund of $25 in a check mailed to me.

Business

Response:

September 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of North IN and South Cook County, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the requested amount of $25. The refund should post on his next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: In December I was largely overcharged by U-Haul. The employee said the cost would be, at the most, $220. On December 3rd, my bank account was charged more than twice that amount, $486.04. I've been trying for half a year to get this huge overcharge returned to my bank account, but U-Haul refuses even to answer my e-mails or letters, and on the phone they just say to write to the main office, who then doesn't answer the letters. I've given them plenty of time to answer, & I've warned them that if they didn't respond, my next message would be through the Revdex.com. They ignored me anyway.The problem started when U-Haul said they couldn't bring the truck to any nearby locations. They said that on the scheduled pick-up date they would stay open late for my driver to pick up the truck at a location that was much further away because my driver wouldn't have time after work to drive to such a faraway location & make it before the pick-up place closed. He would've been able to pick it up on time at the locations we wanted to use, but since U-Haul wanted him to go farther away, they said they'd stay open late for him. When my driver went to get the truck, they did not stay late like they said they would. This caused a delay of an entire day. Instead of having two days to move (because of vacation time that had already been requested), we now had only one day to move from [redacted] to [redacted]!At the time of pick-up, the employee at the [redacted] site said that since the trip was delayed by U-Haul and the truck would be returned the same day, the most I would have to pay would be $220. On December 3rd, my bank account was charged more than twice that amount, $486.04. The U-Haul employee(s) made two mistakes: they were not there when they said they would be, which delayed the trip an entire day; and, on finding out that the truck would be returned the same day, they gave an incorrect cost estimate update. U-Haul should give me the price that the employee said we would get for returning the truck the same day.Desired Settlement: U-Haul should give me the price that the employee said we would get for returning the truck the same day. The overcharged amount should be returned to my bank account.

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms.[redacted]. Mr. [redacted], our Area Manager for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. He informed our office he has not been able to reach Ms. [redacted] at the number on file but did send her an email requesting contact back in order to personally address her concerns. His call back number is [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, [redacted] Executive Assistant U-Haul International

Consumer

Response:

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

I sent you a letter, so you should have responded by letter. If I'd wanted you to call me I would've given you a phone number. I want records of all of our communication, so I want letters only. However, that has changed because now I will communicate only through Revdex.com. All of my e-mails & letters told you that [redacted] was a driver I'd hired. I don't know him outside of that one-time business deal. He's not the one who should get the response. I am. I'm the one who paid for it. I'm the one whose account was overcharged. Write to ME about the overcharge on my bank account, not to anyone else.

Business

Response:

August 4, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers Ms. [redacted] and Mr. [redacted]. Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He sent Ms. [redacted] the following email:

Amanda, I have refunded -243.02 on your credit card. Sorry for the confusion on your rental, with the contract being in matt's name and no way to contact him it was a little more difficult than usual to take care of your complaint. I hope this clears up any issues with u-haul and hope we can help you with any future moves. 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, [redacted] Executive Assistant U-Haul International

Review: I am very displeased with the service I received with my recent U-Haul rental. I rented a travel trailer to tow a car that I had purchased home. I live in Marion, Ia and the car was purchased in Wichita, Ks. I was renting the trailer in Wichita to bring it only one way home. When I set up my reservation over the phone I was quoted a total of around 67.00 with tax. After driving 9 hours to Wichita I showed up around 1:30 on June 30th at the Maize, KS facility to pick up the trailer and was told it was going to be 392.62 with tax and insurance. I was more then a little upset. I called the 800 U-Haul customer service number and the representative was extremely unwilling to help. I was told I was given the wrong local rate and that there wasn't anything they could do. Where I come from a quote is a quote. If you do it wrong as a business that is your mistake and you honor your quote. I was very clean on the phone when setting up my reservation that I was picking the car up in Wichita, Ks and bringing it back home to Marion, Ia. So it was not my mistake. After the representative on the phone told me he was doing nothing to help me I asked to speak to a supervisor or manager and I was informed that he was the only one I was allowed to talk to and no one else was going to help me. Frustrated I hung up. I've worked in a lot of call centers in my life and I know all of them have an escalation procedure. This just shows the companies gross disregard for actually serving the customer. I let the person who was helping me local what had happed and was told, "I am not surprised one bit". So clearly the customer service has a bad reputation even with the local franchises. Hostage to the situation I was forced to pay the amount as I clearly couldn't just go home without the car I had purchased. This was a completely horrible experience and I will keep me from ever using their service again, unless something is done to correct this atrocity.Desired Settlement: I would like the quote I was given over phone to be honored and to be refunded the difference.

Business

Response:

July 10, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Iowa, followed up on the information Mr. [redacted] provided. She informed our office she reviewed Mr. [redacted]'s reservation and verified the rate quoted was $334.00. She attempted to speak to Mr. [redacted] but reached his voice mail. Ms. [redacted] left a message offering her apology for any misunderstanding and explained he was quoted and charged the correct one way rate.

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,

I know what I was told. I never would have agreed to rent the trailer at the one way rate when I could have one way rate for so much less. I did the trip in one day which is what I would have had the local rate at. I was simply trying to save gas money in hauling the trailer only one direction. Again I would never had agreed to the rate they claim I was quoted.

Business

Response:

August 22, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IA, reviewed the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting he fax her his quote for the $67.00 rate. As far as Ms. [redacted]'s research, she relayed that she shows he booked a one-way move and he was charged the correct one-way rate.

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 May 22nd my wife and I loaded our belongings into a U-Box to be shipped from the U-Haul location at [redacted], to the U-haul location at [redacted]. On May 27th I received E-mail confirmation that my U-box had been shipped and it had an expected arrival date of Monday, June 2. On may 28th I received e-mail confirmation that the shipping cost of 1,816.00 had been charged to my debit card. After arriving in Austin, we were notified that our U-box would be ready for pickup on June, 3rd. After arriving at the Austin U-Haul location on June 3rd we discovered that the U-Box we had been contacted to pick up was not ours. The [redacted] U-Haul location had shipped somebody else's U-box and ours was still back in [redacted]. For the next week my wife and I had to resort to sleeping on the hardwood floor of our apartment with nothing but what we had packed in our car for the trip until our belongs arrived on June 10th.

I felt that this was unacceptable. After complaining to customer service many times eventually they just connected me with the manager of the [redacted] location named James Bellavance, who offered me a $100.00 certificate which I refused, stating that this was unacceptable compensation. I requested to speak with his immediate superior and he told me to speak with [redacted]. The number he gave me was [redacted] but when I dialed this I was only connected to customer service. I was never able to get in touch with [redacted]. On two occasions at least, my complaint case was labeled 'resolved' without my consent and I had to reopen my complaint file a number of times. I have never dealt with a company displaying such incompetence in my life and I will never deal with U-Haul again.Desired Settlement: Full refund of my shipping cost which was $1,816.00.

Business

Response:

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted]

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed their concerns. She offered to issue them a refund for $500 as an adjustment on their move. [redacted] advised her he would need to call her back.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I first file my complaint the Revdex.com I was notified via e-mail that I was to notify the Revdex.com if I was contacted but U-Haul and that the Revdex.com would serve as a mediator to resolve my issue. I was soon contacted by U-Haul representative named [redacted] Ogillvie who offered me 500$ for the inconvenience caused by there negligence. As written in the company response, I told [redacted] that I would consider her offer and call her back. What they failed to write in their response is that I called her back and declined her offer in hopes that the Revdex.com would be able to assist me in getting a refund closer to what I've asked for. I just wanted to clarify that I had already declined her offer for the time being because I was hopeful that the Revdex.com would be able to help me receive a more satisfactory result.

Regards,

My wife placed an order for a 26' truck on 6-22-2013. By 6-28-2013 we were not contacted by a U-haul representative so we contacted the local U-haul supplier. They didn't have any request in their system for a truck, and had no record that we had requested a truck, so there were no trucks available. I called U-haul to try and get something else. The U-haul representative tried to help but could only find 1 truck available the day we had requested. The truck would not be available until 6:00 pm and was about 200 miles out of our way (round trip). I requested a covered trailer instead. The U-Haul representative said there was a trailer at Timm's Auto Slaes in Webster City and confirmed that it would be available for pickup at 8:00 am. She said she would take $30 off our rental for the inconvenience and I was issued a confirmation email confirming the trailer was available. When we arrived in Webster City there was no trailer and they had not had any trailers even when the order was placed. If U-haul had just said no equipment was available when we made the initial order we could have made other arrangments. Instead, U-haul broke 2 contracts.

Review: We called the U-Haul dealer at [redacted]. They quoted me $54.99 to rent a car trailer over the phone. They knew that I had planned on picking up the trailer at one location and returning it to another. When we got there and filled out the paper work they told me it would be $349. I told them it was not right. They refused to honor their original quote.Desired Settlement: I would like U-Haul to honor the quote or refund charges we had to pay for another company's charges.

Business

Response:

April 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She relayed he was able to complete his move and his main concern was the lack of training on the part of our U-Haul Dealer and the time it took to complete his rental transaction. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him 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. She also assured him our Area Field Manager responsible for our Dealer would follow up on the incident to ensure our Dealer is fully trained in the U-Haul business.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a 26 ft U haul truck on Thursday. The 14th of June 2012. I drove the truck a little over 200 miles round trip. I picked the truck up in Winamac Indiana at Best Lil Video, paid my deposit and then left. When I started down the street, I noticed a whining sound until it shifted out of first, then it was fine. I assumed that this was the way it was supposed to sound as I had never driven one before. I put 60 dollars worth of gas in this truck before leaving Winamac and drove all the way to White Pigeon Michigan, the whole trip the truck kept up the same whining sound and felt like it was bogging down, in other words it felt like it was having a hard time shifting into the next gear. When I left White Pigeon Michigan and started back, I made it to 20 and headedwest towards South Bend. I was approximately 17 miles outside of South Bend when the truck began dinging and a light kept flashing. I made it to an off ramp and it quit. I then tried to start it and after the 3rd attempt it started. I then drove it approximately a block before I could pull into a store parking lot and shut it off. There was steam pouring from under the hood. When we raised the hood we discovered that the clamp that holds the hose on for the reserve tank for the radiator was gone and so was all the water. My son and I not only sat in that parking lot for over 2 hours waitng for it to cool off, but then had to walk over a block to carry four gallons of water to the truck and had also bought a gallon of antifreeze before we even got the water and of course discovered that it needed a whole lot more than a gallon. We also bought a new clamp and a quart of oil as it was also a quart low. We then started home. I kept a close watch on the oil pressure as the light for the oil was still on. I then noticed that the truck was beginning to not only whine in first but in second as well, by the time I made it to U.S. 31 South the truck was not only whining in 1st, but in 2nd as well and then by the time it hit third it was not.Desired Settlement: I believe that I am entitled for more compensation other than the 14 I was re embursed by Best Lil Video for only antifreeze and a clamp. The truck used way more gas than it should have because of the way that it was whining and bogging down between shifts. I put 190 dollars in total in gas. I think that U haul should reemburse me for at least half of that and the price of the rental because of the hell we went through trying to get back home. These trucks need to be inspected before they rent.

Business

Response:

June 25, 2012

Thank you for your concern for our customer Ms. Consumer.

Mr. [redacted], our President for the U-Haul Company of Central Indiana, followed up on the information Ms. Consumer provided. He informed our office he researched her rental further and issued a full refund in the amount of $220.00 and canceled the Promissory Note.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,