J.R.J. Tara Corporation

Review: In September 2014 U-Haul was contacted informing them that October payment will be late. However, I received a late notice with a $15 fee; after which I called October 8th stating that I will pay at the end of the month and retrieve my items: October 15th I received a pre-lien notice for an additional fees. I called stating the I will not pay 2 late fee payments for the same month. October 31st I called to make pay and to retrieve my items but they refuse payment in the amount of $88.52. Rental is $54.95 monthly. I rented for 3 months. first time being late. and I don't need an additional month because I have my appt. now. Below are statements in emails:To [redacted]@uhaul.com CC [redacted] Oct 31 Today is 10/31/14 approximately 6:54 am, I called via phone to make a final payment in the amount of $88.52. However, Mrs. [redacted] would not except payment. I explained to her that I refuse to make two late fees for the same month. She explained that the payment is for November 1, starting of a new month and I have a understanding problem. I said to her that I'm NO NOVICE and I understand that I will not make 2 late fee payments in one month, that's unconstitutional/unlawful.I explained to her that it's not November, it's yet OCTOBER!& I have no further use for the unit. I want to make my final payment over the phone because of hosting a [redacted] Event on November 1st. She explains to me that I would have to call the location to speak with the manager. I explained that I did in advanced.Mrs. [redacted]To [redacted]@uhaul.com CC [redacted] Oct 31 Approximately 7:12 AM October 31, 2014, I called to make a payment of $88.52 with late fee included ($15.00). I spoke with Mrs. [redacted], a employer of Gator U-Haul of Orlando, FL. She placed me on hold due to not being able to get into the storage according to her testimony. I agreed to hold. after a few minutes she returns to the phone to ask of me to allow her to call me back. I complied

Product_Or_Service: 8/1/2014

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

I am willing to pay storage monthly fee: $54.95 plus one month late fee $15.00 I need my items from U-Haul Moving & Storage at Gatorland. I have no further use for this storage. I was only late for the month of October. I think it is robbery for this company to charge me (2) late fees within a 15 day period. and lock me out from all of personal needs. I have no clothing and shoes to ware. I need my items. I am disabled & cannot afford any additi

Business

Response:

November 20, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Dear Ms [redacted], I have been trying to contact you about the Revdex.com letter sent. Your cell phone number says you are not accepting calls at this time and does not allow a voicemail. Please contact me at your earliest convenience to discuss your storage room that has now moved into lien status. Thank you, [redacted] ###-###-####.

Please be advised that the storage contract Ms. [redacted] signed states failure to pay on the due date will result in:

$15 late-fee charged. Denied access to your room.

$15 pre-lien fee charged 15 days after the due date.

$50 lien processing fee. Assessment of a lien and sales of stored goods.

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:

November 25, 2014 approx. 3:55 pm I called for Mr. [redacted]; However he wasn't available, so I spoke with [redacted]. I stated to Ms. [redacted] that I was calling to inform them that I will retrieve my items from U-Haul December 1,2014. As it is, I am disabled and don't receive income until December.I also explained that I attempt on several occasions to pay for October 2014 payment, but it was denied. I further explained that I didn't need storage for the month of November. I lost my father on November 21st., I needed my clothing and that I didn't have anything to wear; ALL of my clothing is in storage. She further stated that she will inform Mr. R. [redacted] that I had called to resolve this matter.CC: Note to myself

Business

Response:

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He advised our office that Ms. [redacted] needs to read her contract that states failure to pay the storage rent on the due date will result in a $15 late-fee. A $15 pre-lien fee is charged 15 days after the due date. There is a $50 lien processing fee and assessment of a lien and sales of stored goods. Mr. [redacted] waived $50 and her $80 fees. Ms. [redacted] wants to make partial payments but we do not accept partial payments when a customer is in lien status. Mr. [redacted] tried contacting Ms. [redacted] but she has never called or emailed him back. Our records indicate Ms. [redacted] vacated her storage unit on December 9, 2014 without paying her bill. We wrote off $117 total. We consider her concerns addressed and have no intentions of reviewing the situation any further.

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: Had a uhaul reserved for dec 4th, which was scheduled 2 week in advance. Pick up was suppose to be in Clintonville. On dec 4th I went to go get the uhal and was told it was not there. Lady asked me if I had been called by someone letting me know that the uhal was not available. No one had call me to let me know. The lady told me that I could get one the next day in New London, which was 20 miles away, but that I could return it in Clintonville. Where I was suppose to pick it up the day before. So the next day I go the New London to pick up the uhal, that lady said it would be nice if I would bring it back to there location to save them time and make the next customer happy. Well no one made my uhaul experience great. So when I get done I return the uhaul to Clintonville and pay my bill. The next morning I checked my bank account, noticed that I was charged twice once when I picked it up and when I brought the uhaul back. Four days later another 5.28 was taking out of my back account. The next day I received a email saying I owed another 48.20 and 30.00 late fee. With many call with customer support were a nightmare. Tell me thing that I have never been told by any of the places I was dealing with. Both places told me they were new. One I was the 3rd person, and the other said I was there 2nd person. So I was not explained everything that I need to know. I feel that a business should inform the customers with what they need to know. I had never use a uhaul before. Customer service lady asked me if I was stupid that I didn't understand, and then good bye and hung up! To me that is not a professional business. What if I need to get out of my place that day on the 4th of dec. I would have been screwed. Very bad business, and very bad experience for me.Desired Settlement: I would like a full fund for all I have been put through, and persons worst nightmare...

Business

Response:

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Northern Wisconsin and the UP Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but received no answer or answering machine. A refund for the Local Not Returned fee was issued in the amount of $88.90. Mr. [redacted] also relayed that the Promissory Note was canceled.

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 asked for a full refund. For all the trouble I had to go though. This is a email that I was sent from uhaul. Saying there would be a refund of 85.47, my back says there has been not refund issued. After this complaint was filed. Called Adam 12-17-14 and he was busy stated he would call me back later in the day. I missed his call back, so I called him again and got no answer. [redacted]All that was paid, and charged to the card was 85.47 Please allow a couple days to have the account reflect accuate with the refunds. Any questions, email or give me a call back at ###-###-####Once again, sorry for the issues you have had with the rental.Thanks,[redacted]

Regards,

Business

Response:

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. Because he has not been able to reach Ms. [redacted] by phone, he sent her an email with a copy of the charges. He reiterated that in the end she was only charged $35.47. Late Not Returned fees were refunded as well as a refund for $50 that was issued as an adjustment. Mr. [redacted] is waiting to hear back from Ms. [redacted] if she wishes to contact him.

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 called my local U-Haul rental place on Wednesday 7/23 to make a reservation for a 26' truck I needed to move on Saturday 7/26. I called U-Haul Moving & Storage of [redacted]. The man I spoke with said they did not have a truck of that size available at their location but another local U-haul place did. He made the reservation for me to pick up the 26' truck on Sat. 7/26 at [redacted] at 8 am. On Friday 7/25 I received a call from the same man from U-Haul Moving & Storage telling me that unfortunately the truck would not be available because a mistake was made in the system. The customer that was to return the 26' truck had accidentally put 3 am instead of 3 pm as the return time. He gave me the number to call [redacted] directly to work something out with them. I called [redacted] and spoke with [redacted], I explained with I was told and asked what would be available for me. She told me that there was nothing close to the size truck I needed in all of [redacted]. that the only size truck available was 10'. I asked if there was a 26' or 24' truck available in a near by [redacted] that could be brought over, she told me that wasn't something they could do but offered me no alternative for their mistake. I asked to speak to someone else that could help me and she told me that she was the manager and there was no one else that I could speak with! She was rude and insensitive. I called U-Haul Moving & Storage again, spoke with the same man, explained that [redacted] was not able to offer me anything even remotely close to a resolution for their mistake. He ended up renting me a 17' (which was available at [redacted], even though [redacted] had told me there wasn't) at a discounted price. I checked U-Haul's website and they guarantee their reservations if not then it states they pay you $50. I've called to get more information and get transferred around. I sent an email complaint on 7/28 explaining the same and haven't received a response.

Product_Or_Service: truck rental

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

U-Haul company website states '$50 reservation guarantee: 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'. I would like U-Haul their policy since they couldn't honor my reservation equipment.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

Our records indicate the $50 reservation guarantee was refunded to [redacted] on 8/7.

The credit should appear on her next credit card statement.

We truly apologize to [redacted] for her recent experience with our company.

Our customer 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 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 brought in a 20[redacted] to have a trailer lighting system installed. Instead of having the wiring done as it should have been within the vehicle, it was done through the wheel well, rubbing the tire and zip tied to the bottom of my vehicle's running boards. The electrical was run directly to the engine compartment and skipped the proper ground and the technician damaged the inside quarter panel while trying to wire or find a ground. After submitting a complaint with corporate Uhaul, they directed me to Repwest, Uhauls insurance company which I talked with. I was directed to bring my vehicle into the uhaul place of service for inspection and to meet with the manager at a specific time, the manager did not show. Another service technician took a look at the wiring job and agreed with the incompetent work and apologized and took pictures. I then spoke again with the repwest insurance agent and I told him I would bring my vehicle to my Honda dealer for a quote for repairs of the wiring and the inside quarter panel. I've sent both a quote to the repwest agent as well as pictures of the damage and so far three days have passed and i'm getting no traction, it takes several times of me calling the repwest agent before my call is answered. I feel at risk driving my vehicle as the wiring could snag and do major damage to my vehicle or worse and cause an accident. I did not notice the wiring at the time of pickup after the job. I was brought to the rear of the vehicle where the damage was not noticeable, it wasn't until I walked up to the driver side vehicle that I noticed the low lying cable across the tire.

Product_Or_Service: Trailer lights wiring

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

I would like a full refund for the terrible job performed and I would like for Uhaul to pay for the services to the damaged quarter panel area as well as for re-wiring done by a certified Honda technician from a trusted and competent technician. I need for my vehicle to be serviced by someone that is capable of checking all major systems due to this wiring job.

Business

Response:

April 15, 2013

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

Mr. Zane Rowland, our President for the U-Haul Company of North TX, followed up on the information Mr. [redacted] provided. He informed our office that an adjuster with RepWest Insurance Company has contacted Mr. [redacted] and discussed a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I would like to make a complaint about the customer service of U-Haul corporation, especially with the [redacted] Department. I reserved a 26 foot truck on 7/16/12 for 7/28/12, which should be plenty of time to reserve a truck. Confirmation number: [redacted]. I received an e-mail that I may not be able to pick up my truck at the location I requested, PFI Speed, [redacted] So on 7/20/12 I attempted to contact U Haul to confirm where I would be picking up my truck. After trying to contact them for over 30 minutes and repeatedly get cut off by the answering system, I then called customer service. The first call was with a male employee, who says he would transfer me directly to the office. So great, but all he does is transfer me to the same system that has already hung up on me repeatedly. So I call customer service again, this time I speak to [redacted], who also only tries to connect me to the same number. Now I get pissed, I call back and talk to [redacted] employee # [redacted], this time I ask to speak to a manager. She ask the problem, I explain, and she states she has to transfer me to the reservation section to get this fixed. But Low and behold, she transfers me to the same number in [redacted]. So I wait for about 20 more minutes, and finally talk to [redacted], employee # [redacted], and I must admit, I was pretty firm with her. Told her I wanted to speak to a @#!#$ manager, and I was sick of the damn SH$#$@ service I was receiving. Again, I explain to her the problem. So after she tries to get me to pick up a truck in [redacted] CO, [redacted] CO, and then [redacted] CO, I explain that if I have to drive further away to get my truck, than I should get a free day without being charged for mileage. But somehow, she is able for me to pick my truck at the original location, on the original date. After being on the phone for almost 2 hours, she miraculously arrange for this all to work out. So I thought! The next day, 7/21/12 at about 12:30, I get a call from [redacted], Cont:Desired Settlement: cont: employee Number [redacted], saying that the truck I have scheduled is part of the one-way trucks and I would have to pick-up my truck in [redacted], 50 miles away from my location. I explain what I went through on the day prior, and she states there is nothing she can do to accommodate me. I then ask her for her employee number, but she says she doesn't have one, but after I told her that I received numbers from employees the day prior, she reluctantly gives me hers.

Business

Response:

August 1, 2012

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

Ms. S[redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] a response by email offering her apology for the inconvenience he experienced. She also explained they were unable to fill his reservation exactly as he requested due to the high volume of previous reservations made by other families this time of the year and indicated our records show Mr. [redacted] canceled his reservation on-line. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location to fill the reservation. Ms. [redacted] relayed they would be happy to try to help with a new reservation if he is still needing to move.

A refund for the $50.00 Reservation Guarantee Fee was credited back to Mr. [redacted]'s Visa account on file 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: On July 17, my daughter [redacted] and I contacted U-Haul for rental of a trailer amp Hitch for a one-way trip to Florida. I was advised that the total cost would be $515 for all parts and services involved by [redacted] ([redacted]). I told [redacted] I did not want to pay more than $500, but that I would reluctantly pay the additional $15. On July 19, [redacted] (manager) advised me that [redacted] had missed another equipment piece (tail light wiring) that would cost me another $150. I believe that [redacted] knew I would not initially pay this extra amount, but wanted the sale, so purposely failed to mention it to me! [redacted] agreed to cancel the transaction. [redacted] also advised me to speak with [redacted] (traffic manager) if I wanted the transaction at a reduced price of $500.I telephoned [redacted] and she hung up on me. I then contacted customer service and was offered $50 in U-Haul purchases to go away. I declined and attempted to speak to [redacted] boss, [redacted]. I did and she hung up on me. I then spoke with [redacted] in Workplace solutions. I was referred to [redacted] who claimed that [redacted] had made an honest mistake. I disagreed with [redacted] and advised him that I would file this complaint.Additionally, I spoke with [redacted], in U-Haul[redacted] Human Resources Office who referred this matter back to [redacted].Desired Settlement: My daughter [redacted] (coparty to this complaint) requests that consequential damages be awarded against U-Haul. This would involve U-Haul providing a small truck for a round trip to Florida to take household goods that would have been taken to Florida in the trailer with the [redacted] had U-Haul handled this matter in a reasonable fashion. Under the circumstances, there should be no cost for use of this small truck.(reference contract nos. [redacted])

Business

Response:

August 1, 2012

Thank you for your concern for our customers Ms. [redacted] and her father, Mr. [redacted].

Mr. [redacted], our President for the U-Haul Company of NM, followed up on the information Mr. [redacted] provided. He informed our office he has spoken to Mr. [redacted] twice and both times Mr. [redacted] disconnected the call. Mr. [redacted] offered his apology for the fact he was not quoted the price of the wiring when the reservation was made. There was never an intent to mislead Mr. [redacted] or his daughter into reserving by not quoting the price for the wiring. Mr. [redacted] relayed that he could not provide a hitch, rental or wiring services for free. He advised Me. [redacted] we could still provide the services he wants but they do have a cost.

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: The Uhaul truck we rented from this facility had previous damage that we didn't see (it was a dark and rainy afternoon/evening). The customer service representative didn't not walk around and do an inspection of the truck and did not inform us to do so either. The damage was pointed out by a rep from the a different Uhaul facility. We opened a claim and told them that we didn't do the damage and explained the situation, but they denied our claim. Product_Or_Service: Truck rental/Uhaul Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the charges for the damages reversed.

Business

Response:

September 12, 2012

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

Mr. Dean Hopman, our Area Field Manager for the U-Haul Company of Iowa, followed up on the information Ms. [redacted] provided. Mr. Hopman explained he did a Dealer Service Report at the renting location, which includes reviewing the U-Haul dealers performance, inspecting the equipment on his lot and getting any repairs done as needed. Mr. Hopman also stated he inspected the truck in question the day of the rental and saw no damage. He informed our office he was unable to reach Ms. [redacted] but left a message explaining a refund would not be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

An[redacted]

I am absolutely sure that we were not responsible for the damage on the vehicle and sure that the damage was there when we rented the vehicle as I was with the vehicle the entire time. Unfortunately, the company's policy assumes that the customer is wrong. The company never did a walk over with us nor did they inform me or suggest I do a walk around to look for damage. We purchased full insurance from them (even though our own insurance covered us), so I wasn't concerned at the time. But they didn't not inform me that the insurance is limited. I tried to resolve the issue with the company, but they weren't interested in trying to "resolve" the issue and know that their company won't be hurt by hoodwinking a few customers such as myself.

Business

Response:

November 28, 2012 Thank you for your continued concern for our customer Ms. [redacted]. Ms. Julie Lloyd, our Executive Assistant for the U-Haul Company of IA, reviewed the information Ms. [redacted] provided. She assured our office she has done extensive research on Ms. [redacted]'s rental concerns. She explained that the day prior to Ms. [redacted] returning the truck it was raining so bad, that in fact Ms. [redacted] mentioned they pulled the truck off to the side of the road and sat until it stopped raining. Ms. Lloyd concluded that had there been damage to the roof of the truck when it was rented to Ms. [redacted], Ms. [redacted] would have sustained water damage to her items in the truck, however, a damage claim was not filed. The truck was then returned the next day when it was not raining. The back of the truck was not wet indicating the damage had to have been done after it rained while still in Ms. [redacted]'s possession. Ms. Lloyd stated that it is possible Ms. [redacted] may not have realized she damaged the top corner cap of the U-Haul truck, however, she is still responsible for payment of the damage done. The truck was dispatched with no damage but returned damaged. Ms. Lloyd contacted Ms. [redacted] to discuss the situation, however, Ms. [redacted] relayed she did not wish to speak to anyone from U-Haul again. 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,Maria PalmisanoExecutive AssistantU-Haul International

Consumer

Response:

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

Uhaul's "evidence" against my complaint was that I did not file a damage report for my items, which they claim would have been damaged due to rain. However, as I explained to several Uhaul personnel, we rented the truck in order to pull a trailer that we own, so there would not have been any damage to "our items." This is the reason we did not file a claim for "items" inside the truck. This was explained to them. Also, Uhaul called me and began harassing me about filing this claim. I had to hang up on them.

Regards,

Review: I rented a uhaul truck and they overcharged me 100$. They have acknowledged that they did and are not cooperating in returning the extra 100 they charged. I have contacted my bank and they are helping me to get the money returned. I have spent hours on the phone being given the run around my this company. I now feel they should refund all the money for the trouble they have caused me. But if that doesn't happen I want back what does not belong to them.Desired Settlement: I want the 100 $ they owe me and I believe at this point they need to give me back all the money for the trouble they have caused me.

Business

Response:

April 5, 2013

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

Our records indicate a credit for $100 was issued back to Ms. [redacted]’s Master Card account on April 3rd. 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: The first truck we rented was on 11/21/2014, under contract #[redacted]. Half-way through our move, when I opened the gate on the truck, it flew open under its own power so fast it became stuck in the frame of the truck. We spent several hours trying to get the gate closed, but did not have the proper tools. In the meantime, all of our helpers went home. I called the 800-number and the representative said exactly the same thing had happened to her once, and that it was nearly impossible to fix without the proper tools.

Since the first truck was unusable, and all of our helpers had left, we had to rent a second truck, and spend over $300 to hire a moving company.

The second truck we rented was on 11/23/2014, under contract #[redacted]. The person in the store who set up the contract initially indicated on the contract that the fuel tank was full. It was obvious he knew this was not true, because when I came back into the store, before I said one word he immediately said, "Oh, the gas-- I saw that." He reluctantly fixed it on my paper copy and signed his initials, but I doubt he entered it into the system so it would make any difference.

Then when I tried to refill the tank to 3/4 full, I learned only after spending a whopping $39.08 in gas that the fuel tank only reads correctly 45 minutes after the fact. The fuel gauge is defective, but the company has no incentive to spend money fixing it because they can effectively steal gasoline from customers who weren't already ripped off successfully by trusting the company was truthful when documenting the fuel gauge's starting level.

When I requested a refund, the local store had the audacity to blame me for opening the gate incorrectly, and also denied that I had ever called the 800-number in the first place. It is possible he was looking at the wrong contract, but I had provided all this information to the 800-number staff and it should have been passed along. I do not carry all this paperwork around with me at work.Desired Settlement: 1) Reimbursement of $150.95 paid to [redacted].com to contract [redacted] Moving, LLC

2) Reimbursement of the additional $153.00 paid directly to [redacted] Moving, LLC

3) Full refund of $91.03 for the second truck rental which would not have been necessary if the first truck had functioned properly

4) Refund of $17.96 for the 6.3 gallons of additional fuel I added due to the faulty gas gauge

Business

Response:

December 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and they were able to reach an amicable resolution. A refund for the base truck rental fee and fuel was issued back to Mr. [redacted]’ [redacted] Card account. The refund for $69.03 should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I will accept this resolution even though the faulty truck gate cost us hundreds of dollars more after our helpers left and we had to hire professional movers. I hope U-Haul will fix the faulty gate as well as the fuel gauge.

Thanks,

Review: A hold was placed on my account for 193.75. After having the rental truck for five extra days, I returned the truck. Instead of deducting the hold from my final payment, they charged the account the full 581.45 and said they released the hold the same time they charged my account using the same authorization code for both transactions. The 193.75 hold never came to my account and was never deducted from the final charge. I revisited the location only to be told that because I went over the date for the truck to be returned that I would not receive the hold back which is understandable. What isn't understandable is why that money wasn't put toward the final charge or why that 193.75 is now missing.Desired Settlement: I would like the 193.75 to be refunded since it wasn't returned to my account nor was it deducted from my final charge.

Business

Response:

November 16, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of MD, followed up on the information

Mr. [redacted] provided. She attempted to speak to Mr. [redacted] but reached

his voice mail. Because his voice mail was full she sent him an

email requesting a copy of his bank statement for further review.

Once the bank statement is received, Ms. [redacted] will be back in touch

with Mr. [redacted] regarding a resolution.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: Rented equipment to move. Had multiple issues involving both mechanical with the truck I paid for, as well as service, with horrible experiences both at pick up and drop off locations. As well as harassment. For example, we were scheduled to return the truck to a specific store of course, for some reason were receiving calls from 7 OTHER stores for several days even after we'd returned the truck. Callers were persistent and left threats. When we wrote to corporate about our negative experience (reference number # 343931), we received a phone call (Caller's name: Chris, out of Jacksonville Store) stating that we would get a credit of $49.95 back on the Mastercard we'd paid with. Never received credit, despite multiple calls to the store. Our calls were not answered at all, or answered by people who stated they could not help us. Wrote to corporate again, received reply from [email protected] stating that the case had been reopened with reference ID 335926, and promising we would hear from "the general manager within 48 hours". We never heard from him. Every attempt to contact him or corporate again, with reference ID number and Jan SLowtalker's email included went unanswered.Desired Settlement: I would like at LEAST the $49.95 refund that we were promised, at this point it does seem like this was all just false advertisement. What would be even better, is additional compensation for the fact that both store-level and corporate has blown us off and we are still having to take time to work on this 3 months later. Also because the truck ran so poorly it took us over 4 hours to make a 2 hour drive. We missed our leasing agent, had to pay for a hotel and food for the evening. Also, due to running the truck twice as long as should have been necessary had to put $100 worth of gas in the tank. Their providing us with a faulty truck cost us much more than the $50 service recovery they offered (and didnt come through on). Would really like some sort of reimbursement for the added expense we incurred by being put in a faulty truck. [Rental was 11.29 thru 12.1]

Business

Response:

February 28, 2013

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

Ms. Donna Dunn, our Executive Assistant for the U-haul Company of Jacksonville, 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. She explained they strive to achieve good customer service and relayed that Jacksonville U-Haul locations are on the Go-Green Program where customers can return used boxes for other customers to reuse. Ms. Dunn relayed she issued a refund for $100.00 back to Ms. [redacted]’s Master Card account as an adjustment on her rental. The credit should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. Dunn also sent her a $100 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,

Maria Palmisano

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 appreciate U-Haul's speedy response and cooperation very much. However, I am concerned that they still have my credit card on file. Isn't this illegal? I have not utilized any of their services since November, therefore they should not possess any sensitive information of mine, such as credit card numbers.

I have reviewed the response made by the business in reference to complaint ID 9442638, 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 utilized U-Haul (U-Haul of Johnson City, TN) to lease a truck to assist my mother in moving on 1-16-15. They did not have the size I needed so I settled with a much larger one and paid the difference as the move had to happen over the weekend. The truck had mechanical issues including brake function and electrical issues causing the head[redacted]s and interior [redacted]ing to malfunction, putting me at major risk during the move. I attempted to reach out to roadside assistance during the trip and received no assistance. When I had reached my destination, I secured storage through U-Haul at the location to which I was returning the truck. On the date I was set to return the truck and utilize to U-Haul reserved storage 1/18/15, I drove to the location (Hwy 54 U-Haul and Storage in Mebane NC) only to find they A.) Where not open and Sunday and B.) Had no available storage units. The owner of the facility informed me that the U-Haul corporate office had been informed explicitly of both of these issues. I reached out to U-Haul customer service seeking help with the storage issue and also informed the representative of the issues with the truck the same day. She told me because the facility was closed, she would extend my U-Haul reservation for a day so that I could return to the facility the next day. I informed her again that they had nothing available and the issues with the truck, she replied she would "make a note that my experience had been a disaster." Due to U-Haul dropping the ball, the owner of the drop off facility (Hwy 54 U-Haul and Storage) helped me find storage at a competitor a few miles away. I put my things in storage and returned the truck to Hwy 54 U-Haul and Storage. Still not satisfied with the experience I filed a complaint with U-Haul (Complaint#766739) on Monday 1/19/15 regarding all issues. I received no response by Wednesday 1/21/15 so I utilized the online chat on the U-Haul website, at which time the representative I was speaking with gave me the number for customer service as she said she had no access to be able to refund for the bad experience. I called into customer service as directed to attempt to resolve the issue. The first time the representative disconnected while she was supposedly noting the account. I called again and spoke with another representative who assured me the claim was being resolved and I would hear something by Thursday 1/22/15 from their corporate office. I still have heard nothing. After speaking to the corporate representative I received an email from the general manager, [redacted] of the pickup location, U-Haul of Johnson City, TN. He requested information as to the issues I had with the truck. I promptly responded with the issues, to which Mr. [redacted] kept requesting I call and discuss them. I did not want to have an undocumented conversation so I replied again with the issues and requested he reach out to the corporate office so the issue could be resolved. To date, I still have gotten no response and U-Haul apparently does not want to make the situation right in accordance with their customer service commitments although they made this move very complicated and dropped the ball in every facet. In addition to the 205.88 for the original lease they charged me 22.00 additional for mileage and gas that was a result of their dropping the ball on storage. I am highly dissatisfied with the service and customer service from such a paramount company that's prides themselves on customer service.Desired Settlement: In accordance with their customer service claims and due to the less than desirable customer service handling the situation around my complaint, I feel like an apology and refund should be in order for the nightmare they turned a simple move into.

Business

Response:

January 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Knoxville Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she had the truck Mr. [redacted] rented inspected by our return U-Haul location and they found no mechanical issues. Ms. [redacted] also mentioned that our original storage location had available storage but was not able to accommodate Mr. [redacted]’s request for a smaller storage unit on short notice. She did, however, issue him a refund for fuel and the extra mileage he incurred along with an additional $50 to help offset the inconvenience he experienced. The refund for $72.87 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There are two problems with the response from U-Haul. First off they are continuing to destroy the credibility with me by basically calling me a liar. The provide horrible customer service, put me on the road with a piece of equipment that had major malfunctions and just try to hide it. No, the truck DID have electrical and braking issues. I was driving it down the interstate when the head[redacted]s failed, I mean really? Why would I complain about that if it were not true!?!? Next there response regarding the storage reservation is totally false. I walked the ENTIRE storage facility with the owner, [redacted], and they did not have one single unit available! Not large, not small not the one U-Haul allowed me to reserve. In their statement U-Haul says the facility did not have what I needed on such short notice, well then WHY did U-Haul let me reserve it? At this point I am demanding a full refund, I had a horrible moving experience thanks to U-Haul, they have failed over and over in this case and apparently refuse to accept responsibility, now I am being called a liar and the are making allegations of dishonesty against me as a customer. Their partial refund nor their statement is acceptable.

Regards,

Business

Response:

February 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed the information Mr. [redacted] provided. She explained that she has spoken to the receiving U-Haul location to check the status of the truck Mr. [redacted] rented and as of today, the truck continues to be rented without incident and no repairs have been needed. A refund for $72.87 was already issued in good faith and we need to consider that Mr. [redacted] did in fact complete his move. Please be advised that no further refund or adjustment will be issued.

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 relocated from [redacted] to [redacted] last month. I moved with U-haul U-Box and its contracted mover. The U-Haul store at [redacted] is the nearest one to my place and U-haul assigned that store for picking up my U-Box.On the scheduled day of moving, I received a voice message from the U-haul store claiming that they called me several times to schedule the pick up and I never answered their calls. They said I have to pick up the U-box before 4pm because after that time there will be only one attendant at the store and that attendant cannot leave the front desk unattended to take the U-box. That was ridiculous. The store closes at 7pm and I cannot do anything with my move after 4pm? The most important thing is I never received any notice of this policy before the moving date. My mover eventually was unable to make it before 4pm. I have to reschedule everything because of the delay.My U-box arrived in Irvine two days after the guaranteed delivery date. I had to sleep on the floor at my new apartment.Desired Settlement: I would like a refund for the moving charges. The delay created so many troubles. I have to change the date of my flight, change my hotel reservations, and change my rental car reservations..The service was absolutely unacceptable.

Business

Response:

Thank you for your concern for our customer Mr. **.[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. ** provided. She informed our office she left a message for the last three days requesting a call back in order to personally discuss Mr. **’s concerns. She relayed she had not heard back but can be reached at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On January 13th I had rented a truck from U-Haul to move office furniture I had purchased from another business into storage. We picked up the truck on the afternoon of the 13th to begin moving. After the truck was loaded I noticed that it was very tough to move. We checked the parking break even though the light was not on just to make sure that the brake was not engaged. It was not so I assumed it was just the weight of the load. We got about a mile down the road when my passenger noticed a glow coming from the underside of the truck. We pulled over and the truck was on fire underneath the passenger compartment in between the fuel tanks. We immediately called 911 for a firetruck and then called the UHaul customer service line, the first call was placed right about 9PM. The firemen extinguished the flames and did a quick inspection on the cause. They had informed me that they thought it was an electrical fire and that they had disconnected the battery. UHaul called me back an hour after initially calling them to inform me that a tow truck was unavailable to tow the truck that night. She explained that they could tow it the following day. I told her that the truck sitting there on the side of the street overnight was unacceptable. She then proceeded to tell me I could call for a tow on my own and they would be reimbursed. At this point I was very frustrated. I called and Suburban towing had a truck available immediately to come and get the truck. UHaul customer service called back again within 10 minutes this time to let me know they had found a truck to come and get the UHaul. It was out of Lexington 1.5 hours away. I said that was fine and so we waited for the out of town tow. I was told during one of the calls that the truck would take us to storage and then tow the truck back to the UHaul location. When we arrived at the storage location the driver told us UHaul had instructed him that he could not stay and wait for the truck but needed to drop the truck and someone else would pick it up the following day after it was unloaded. Due to the layout of the storage place this was impossible to drop the truck even remotely close to our unit to unload. Instead he had to drop it off in the back gravel lot almost 200 yards away from our unit over gravel. We called it a night after the tow truck driver dropped the truck in the back lot approximately 2:30AM.

The following day I never received a call from anyone at UHaul inquiring about the status of their truck so I finally went in to see how this issue was going to be resolved. The first assistant manager I spoke with told me he was newer and wasn't sure how to handle the situation. He explained the issue to another assistant manager who was very helpful. He explained they would send a truck out to the unit and drop the truck off infront of our unit. Again this was impossible due to the layout of our storage facility. The closest they would be able to get would have blocked the only entry and exit to the facility. He also explained that the truck could not wait either so this was not an option. However they still had to send a truck to try. However if the truck couldn't get back to our unit they would provide 1 of 2 options. 1) They would send a team of professional movers to move our load from the truck to our storage unit or 2) They would give us $500 and another truck to do it ourselves. I told him we would opt for the 2nd option since I had guys on call to come help. They called the tow company and the UHaul manager told me they were sending a truck to the unit to try and get the truck to our unit. He gave me the name and number of the tow company and a contact number. They told me it would be 30-45 minutes. After waiting an hour and a half for the tow company I called the tow company directly. She told me she had no idea what I was talking about. So I headed back to the UHaul shop, very frustrated at this point since I had now wasted 2 full days on what should have been a 4-5 hour project. The tow lady called me on my way back to the UHaul location and told me that yes she now remembered what I was calling about and that she specifically told "[redacted]" (I guess he is the shop manager) It would be after 5:30 or 6:00. I had not spoken with a [redacted] at this point I just knew that's who she said she spoke with at UHaul. After arriving back at the UHaul location and told them I did not want to waste another 3-4 hours for a tow truck to show up I asked them to execute the 2nd option the manager gave me. The manager that I had spoken with was not in so the newer manager was helping me. At first he was very nice however after going into the back for 15-20 minutes he came back and told me if I wanted to move the stuff from one truck to another I would have to rent another truck. I was very upset at this point. He then continued to tell me that it had already cost them a couple of thousand dollars and they couldn't do anything else. I told him I didn't care how much it cost them, this is their business. I was out my time and labor from my employees due to their equipment malfunction. At this point [redacted] finally came from the back and said it was only right to give us another truck to move our furniture into our unit. They ended up not charging us for either rental for the inconvenience. However, I still expected the move fee that was originally presented as an option to cover my labor costs from moving from one truck to another. They told me to call the general manager and deal with him on this issue. I called [redacted], the general manager, who told me it sounded fair but he had to take it "upstairs" to get it approved. [redacted] called me the following day and told me that after they had inspected the truck at their shop that this was a driver error and they were not responsible. They claimed that the emergency brake was on. However since both the passenger and I both checked the parking brake and there was no warning, again this would have been equipment malfunction on their end. It's my understanding that if this was an emergency brake situation it should not cause a fire under the passenger cabin on the truck. I'm not a mechanic I just know that I would like to get this resolved. I rented a truck for moving stuff, the equipment failed.Desired Settlement: I would like to be compensated according to the UHaul document we had seen from the manager for moving the contents of the 26' truck. The $500 move fee. This does not come close to covering the costs lost in my productivity but I feel like this is a fair resolution. I wanted to try the [redacted] prior to filing a small claims suit.

Business

Response:

February 25, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and found him to be very cordial. Ms. [redacted] advised him of a refund she will issue for the transfer of his goods.

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: About over a month ago 8/27/12 I rent a unit to store all my belongings and less than a month started to rain and when I went to pick up some stuff in my unit the insulation was torn and most of my belongings wet some with water still on them. I brought this to the attention of the manager [redacted] and he said he will call to be repair or ceiling replace so far is a month since I reported caaling a few times going and tell them when this will fix and even I sent a complaint to the general manager and no repond every time I talked to this person [redacted] it seems he does not care if my belonging got ruin.I think this is no way to carry a business.So I am contacting you to see if you can do anything about this problem I been paying my rent on time everybody deserve a good customer service and it seems this is not the case.Thank you very much.Desired Settlement: I just want them to replace the ceiling insulation because I cannot move my belongings they are too heavy I dont have help to move all my furniture to another unit unless they do it for me.Thank you very much.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed

up on the information Mr. [redacted] provided. She informed our office

that Mr. [redacted] was contacted and advised that the repair to the roof

in the storage unit has been repaired.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Business

Response:

November 28, 2012

Thank you for your

continued concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], reviewed

the information Ms. [redacted] provided. She informed our office that

our Facility Maintenance Technician, Mr. Alfredo Garcia, spoke to Ms.

[redacted] and agreed to meet her at her storage unit to access any

necessary repairs.

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.

Thank you for all your help.But honestly this business has not done the perfect to fix this problem Yes I met with this person and he not even had the right tools to fix the insulation he put black tape to try to patch part of it but it looks so bad he not even finish or did the job to my satisfaction he told me he was going to call me back to come back and re do it but never did.So I am not happy with this job performance so unprofessional.I could had done it myself and better.So really not happy and they not contacted me .

Regards,

Review: Rented a UHaul Truck on Sept 25, 2014 from Los Alamos, NM to relocate to Fort Collins, CO, returning truck Sunday, Sept 26. Asked if I needed to make another trip how much does it cost and what do I need to do. Reply: "No worries, I will give you Monday, Sept 29 free so you don't need to return truck until then...because I'm a nice guy." I asked how much does does it cost for Monday and he said "$38"; I offered to pay, but he stated again "I'm a nice guy so I will give it to you free." I paid $1,119.28 for Sept 25-29 It was obvious I would need to make another trip - called Fort Collins UHaul, [redacted], and the person replied "No problem, I will give you Tuesday free." I arrived back late on Tuesday, so my daughter called Tuesday that the truck would be returned Wednesday and was told "No problem, will charge you $38." I returned the truck on Wednesday and paid $50 but was told I owed $645! I was shocked and stated "I can't - I'm unemployed and used all my money for this move." I explained about "free" and was not told I was being charged for the extra miles. He stated "A lot of people are shocked." I left a message then for the manager to contact me. He didn't. I left another message during the following week - no returned call. Now, the manager, [redacted], has charged my account $505.00. Again, I have left two messages today and no return phone call. I also filed a complaint with the Denver regional office, which only tells him he has 48 hours to contact me. UHaul clearly is using the Bait and Switch, by telling customers "I'm giving you a FREE day," so (hoping) if you take the free day you are not aware that you are being charged for additional miles because they did not provide the details for additional charges - You are led to believe that you are only paying for the gas. I specifically asked the Los Alamos office what the cost is and he Never mentioned I would be charged for the miles - he only mentioned the $38. Because [redacted] charged my debit card $505, I am not able to pay my rent. According to my bank, UHaul has charged late fees and it trying to charge close to $700 to my account. I am UNEMPLOYED and need what little pension I receive for rent and utilities - [redacted] have placed me in a bad situation for money I do not owe.Desired Settlement: - Refund my debit card 100% - ASAP.

- Investigate the "Bait and Switch" with Corporate UHaul - this is illegal.

Business

Response:

December 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul at [redacted]. in Fort Collins, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for $505.00 that was issued back to her Visa account as an adjustment on her rental. The refund 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: We had our belongings put in storage for a year and 7 months and went to get them out and everything we owned from our beds to clothes and kids toys and clothes were covered in mold. we would like to have the money back to us from all our belongings that were ruined. we had $9000 worth of furniture and clothing that were ruined.

Business

Response:

June 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Ohio regional office, informed our office Mr. [redacted] selected $1000 Safestor Protection limit, which was refunded by RepWest Insurance Company to satisfy their claim although they could not confirm any mold issues at the storage facility. Please be advised we offer Safestor Protection limits up to $15,000. Ms. [redacted] also relayed that a refund for $1,807.07 was issued, which is the total amount of storage rent collected for their unit. She went on to say that all warranted refunds have been issued. It is unfortunate Mr. and Mrs. [redacted] had ruined items, however, we do offer a wide range of Safestor limits so each customer can choose what best fits their needs.

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.

Im not understanding how there was never proof of mold issues in our unit? I supplied tons of pictures to the insurance company showing all the mold on our furniture and ect. Everything we owned from couches, washer and dryer to my kids' clothes and toys were in that unit. Everything was infested with mold. The walls of the unit had mold and the walls thru out the whole building had mold on it that they tried painting over. I have pictures of that also. If I need to contact my attorney I will. I dont understand why we are only getting the money we paid toward that place but not the money for my property damages. We bought our couches and had them for a year before we put them in that unit and we paid well over $2000 for those. you cant tell me that my couches lost all the value within a matter of a year.

Regards,

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent comments to our office for another review.

Please allow me to reiterate that the limit Mr. and Mrs. [redacted] chose for Safestor Protection was in fact refunded along with a full refund for what they paid us in storage rent. As our Storage Manager for our Ohio regional office, [redacted], had previously relayed, all warranted refunds have been issued.

Thank you for your continued concern and support.

Sincerely,

Executive Assistant

U-Haul International

Review: On June 3rd I ordered a 14 ft Moving from the Christiansburg VA location for July 20, 2013. I received via email an order confirmation no. [redacted] confirming my order.

On Monday, July 15th I received both a text and an email with the head "Your uhaul reservation" stating that "This is confirmation that the 14' moving van you reserved is scheduled and guarenteed to pick-up at 9:00AM on 7/20/2013 at uhaul m & s at 3434 Salem turnpike in Roanoke VA [redacted]". Not Christiansburg which is what I ordered. I called both the Christiansburg's office ([redacted]) and the Roanoke Reg office ([redacted] - Traffic supervisor) and was told that the truck I had requested was not available. The truck was critical to the move as I was coming from out of state and only had the Saturday (7/20) to move. The only moving van available to me in Christiansburg was a small cargo van that required more than the one planned trip and forced me to call and extend the renat for another 24 hrs. at the daily rate of 19.95 (viewing the invoice I was subsequently not charged for the second day).

I tried to find another truck rental company as I called [redacted], [redacted] and [redacted] but by then all the similar or slightly different sizes were not available.Desired Settlement: I do not want Uhaul to use the word "Reservation" in their ordering procedure as they did not reserve the equipment at the location as requested and confirmed. They also should not accept any reservation unless they are committed to fulfilling the request. Moving requires a coordination of manpower, access to property and equipment and a professional company needs to be able to meet the requirements that they are advertising that they deliver and charge a fee for.

Business

Response:

July 27, 2013

Revdex.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 Richmond, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email addressing his concerns regarding our reservation process and offered her apology for the inconvenience he experienced. A refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Master Card account and should post on his next credit card statement.

As we value Mr. [redacted] as a customer, Ms. [redacted] also 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.

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.

Uhaul replied by offering to credit my bill and to also offer a $50.00 voucher for future moves. Since I did not request compensation they did not address the issue in regards to honoring reservations.

Regards,

Review: I made a reservation to pick up a Uhaul Cargo van from their [redacted] location in the beginning of November. Upon making the reservation they make you put your credit card on file and the website clearly says "$50 reservation guarantee- 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." The night of my reservation I got off of work and received a phone call from [redacted] from the [redacted] asking if I was coming to pick up the vehicle tonight. I told him I would be there at my reservation time which was at 9 and he told me that he had an emergency and that I needed to come get it now. I let him know it would be at least 30 minutes until I could get there because I wasn't near the location because I still had an hour before my reservation time. He told me I needed to be there within the next 15 minutes because he had to leave because of an "emergency". I let him know that was physically impossible because the drive was over 15 minutes away. I then asked if I would be receiving my $50 refund for the cancelation. He told me "no because I'm giving you the option to come pick it up now and you are turning it down." I then called Uhaul to try and find myself another uhaul rental from another location because this was the only night I could move out with my work schedule. There was nothing available with it being so late in the night. They gave me the phone number for the Uhaul regional office and they told me that I could call that location when it reopened in the morning and they should be able to give me the refund. After getting off the phone with Uhaul I started driving to my new apartment when I received a phone call from [redacted] at the [redacted]. He asked why I hadn't come to pick up the Uhaul van yet. I was very confused and asked why he told me he was only going to wait 15 minutes if he's still claiming to be there 30 minutes later. After arguing with me about "canceling my reservation" he told me he would wait for me to get there but he would leave if we weren't there by 9:00 PM which was the time of my reservation. I turned the car around and raced the 20 miles it takes me to get there and pulled my vehicle into the location with 4 minutes to spare. I walked around the entire location which he had obviously already left, turned the lights off, and locked the doors. This obviously frustrated me very much because now not only had he canceled on me last minute, been very rude about it, but now he had made me waste more time and gas money. When I called the Uhaul regional office in the morning my boyfriend talked to them, because I was already at work when they opened, about how now I was having to now call and pay for a moving service to come help me because of their cancelation. After talking to Uhaul for about 30 minutes the manager agreed to refunding the moving service to me for my inconvenience but I would "have to get back to them after I get my bill from the movers because he had no way of knowing how much it would cost to send me a refund." I've tried contacting several people with Uhaul regarding this refund even calling the number they gave me to call after getting the bill from the movers and can not get anyone to call me back. I've spoke to someone named Miguel at the phone number ###-###-#### once and he gave me an email address to send a copy of the bill from the movers to and told me he would call me the next day about it once he got the email. I gave him a week and never got a call back. I've tried calling and leaving voicemails several times and even leaving my name and phone number with his secretary which she insured me he would call me back and have not heard from him since. I finally gave up on getting the full refund from the moving service and tried just calling the regional office to get my $50 reservation guarantee and got sent two different times to a voicemail upon giving them my reservation number and never received a call back. The third time I called I let the secretary know to please not send me to another phone number because it always leads to a voicemail where no one calls me back from. She put me on hold and talked to someone and then took my credit card information and said I would have my $50 refunded that day from her boss and would receive an email from him that day with the information regarding the refund. That was on the 8th of January, and I have still received no refund, phone call, or email from anyone from Uhaul regarding this problem.Desired Settlement: My desired outcome would be to have my money given back to me from having to hire a moving service to come help me move which was a total of $267.75 and my reservation guarantee of $50 being credited to me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He also obtained a new credit card number in order to process the refund for the $50 Reservation Guarantee Fee.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 have been a customer of U-haul for a very long time and spent thousands of dollars with these people who never have any respect for me or anyone I know. On the day in question I was told by an Uhaul employee that anyone over the age of 18 can drive the truck this is what I was told at the location!

Now weather thats right or wrong my brother was driving the truck got pulled over police took him to jail and the keys went with him. I called the uhaul the day it happened and told the GM she said ok I will extend the rental I said thank you. My brother was release the next morning he called me and I told him put the gas back in the truck and drop it off in which he did. I get a bill from uhaul for 2 extra days and gas replacement. which is not right the truck was returned the next day and they didn't check it in until later which is their fault and they claimed that it had no gas but he put the gas back so I was overcharged 79 dollars. I dont mind paying for something I did but I do mind if I didn't. Now the worse part of this is the rude staff that I have to deal with. I have heard hundreds of people saying how rude and disrespectful this company has been to the customer. I have also had that same treatment and at this point we are tired of spending our money with a company that has no respect for the customer. Something needs to be done about uhaul and there customer service I am going to go alot further with my complaint this time.

this is not the first time uhaul has screwed people they have over 5,000 complaints!!! Something is wrong with that picture!!!!!!!!!! Its time we are going to bring this to the front pageDesired Settlement: I want a refund of my $79.00

I also feel that the government need to get involved in u-haul's business and I will bring that up to the news stations and any other interested press

Business

Response:

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 and sent him the following email in response:Good Morning Mr. [redacted], Per our earlier conversation, if you could please send a copy of the gas receipt showing the amount of fuel that was put into the U-Haul truck, I would greatly appreciate it. Once I receive that receipt I will let you know if a credit will be issued. Thank you for your time.Ms. [redacted] also mentioned that Mr. [redacted] did not inform our U-Haul location that his brother would be an additional driver on the U-Haul truck. His brother was arrested for driving on an invalid license while driving our truck. The truck was kept for an extra rental period, therefore, that fee cannot be refunded. Our GM informed Mr. [redacted] if he returned the truck within a 24-hour period, he would only be charged one rental period. The truck was, instead, received overnight. Ms. [redacted] is, however, willing to review his fuel receipt for reimbursement.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