J.R.J. Tara Corporation

Review: Reserving the truck in the first place wasn't the problem. But when I arrived to pick it up at 12:00pm, they had already sent it off with someone else because I was "late".

The confirmation email said: "We have a 17' Moving Van reserved for you and guaranteed tomorrow 4/26/2014 at 10:15 AM." Nowhere does this state to me, that arriving after 10:15am is considered "late". I took it that 10:15am is the earliest I could pick up the truck.

When they finally tracked down a truck, I needed to go to a very unsafe area of downtown Detroit to pick it up. It delayed the move (and friends and family who were helping) for about two hours and cost me more money in gas and mileage overages.

After calling their corporate service line and complaining once, customer service never called me back in the course of a couple weeks. I saw an unrecognizable credit of $20 on my credit card. When I called them back, they said the $20 refund was their resolution. I escalated it, and, again, never heard back from them for close to a week. When I called them to follow up, they said the $20 refund was the only resolution they would offer.

Their communication before the move was extremely vague, their solution to my initial problem the day of the move was a massive inconvenience, and their customer service after the move was pathetic and unsatisfactory.Desired Settlement: First, I want a full refund for the extra time and hassle this has caused. I've already been reimbursed for the extra miles and fuel, but I want the full amount of the truck rental to be refunded: $140.98.

But secondly, I think they need to change their confirmation email to at least let people know they need to arrive at the time stated or risk losing their reservation. That way this type of thing doesn't keep happening.

They need to learn to communicate with their customers better.

Business

Response:

May 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Detroit regional office, followed up on the informaiton Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and sent him the following email as well:

[redacted] per our conversation I refunded the balance of the transaction $129.08 back to the CC used on the rental. We will look into adding additional wording in our scheduling asking customers to contact us if they cannot make their scheduled appointment times. During the busy months many customers need our services and if a customer is more than an hour late for the pick up the equipment is used by another person in need. A courtesy call to you also would have been nice.

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 fiance and I moved from Huntington Beach, California to Farmingdale, NY. The U-haul location in Huntington Beach was great, the employees exhibited great customer service and we had no problems at all. We rented two U-boxes from them. My fiance left for NY before me, and she arrived there 6/9/14. I received an email on 5/29/14 saying that my two U-boxes had shipped and that they would arrive 6/9/14. My fiance hired a moving company and they showed up at the U-Haul Moving And Storage of Farmingdale on 6/10/14. The employees at the store said there was a problem that I had not paid for the U-boxes. The original instruction that I received through email was that U-haul would charge my credit card that I used for the reservation five days prior to delivery at U-Haul Moving And Storage of Farmingdale. The company did not charge my credit card as they had said they would on 6/4/14. When the moving company arrived at U-Haul Moving And Storage of Farmingdale, they eventually figured out that they needed to charge my credit card and they did about 15 minutes after the movers arrived around 11am. The movers were there for approximately 4 more hours and arrived at my house around 3pm. I called the store and asked to speak to the manager. A man got on the phone and said, "Yeah?". I asked who I was speaking to, the man siad "[redacted]". I asked if he was the manager, he said that he was a manager of the Hicksville U-haul and that he couldn't help me or answer any questions and that I would have to call back tomorrow to speak with the manager of U-Haul Moving And Storage of Farmingdale. I called the corporate office and talked to a representative who listened to my complaint and then put me on hold only to have me transferred back to the opening message. This happened over and over. I then called the corporate manager and was hung up on over and over again. They told my fiance she owed more money for the trailer. Customer service rude and horrible and pushing for more money without explainDesired Settlement: For the horrible way we were treated today, I would like a refund of everything we paid which amounts to just about $2,336.61. This does not include the cost of the movers. Being reimbursed for the movers would also be ideal. They cost us $350. The additional charge for the rental should also be reimbursed, especially because they were very rude to my fiance when she was wondering what they were charging for. The extra rental charge was $32.48 (which is included in the total above).

Business

Response:

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island, NY regional office followed up on the information Dr. [redacted] provided and sent him the following email:[redacted], hello I was just notified of the issues you had with the ubox. I do fully apologize for the delays and poor behavior on our end. I will 100% go over the attitude and demeanor of employee versus customer interaction next week at our EOM meeting. I also apologize for the delay in being charged for the Ubox. I see you were charged on 6/10 for $2112. It was charged late on our behalf and that was a mistake. I am approved to give you the refund of 10% to the cc that was charged on the 10th. The amount will be $211.20. you will see it in 1-5 business days. I am sorry for any inconvienence you had and hope you have a great week. [redacted] U-Haul Marketing Company President of Long Island, NY [redacted] Cell: ###-###-#### Office: ###-###-####Mr. [redacted] advised our office a check for $211.20 was issued to Dr. [redacted] instead of a refund to his credit card as previously relayed. Dr. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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 ordered a truck to rent from the U-haul website. I selected the location, date and the only size the website would allow me to rent. I received a confirmation email showing a 'Master Order Number' #[redacted], and charged me a processing fee on my credit card. I thought this meant I had a truck reserved but it turns out it just meant some one will call me to see if they can set me up with a truck. It's not really a reservation, which is a little misleading. When I clicked on the order number, it showed the location, truck size and date of pick-up. It really gave me the impression that my truck had been reserved. Their website indicated if they didn't get you your truck after it was reserved they will pay you $50.00. But, by their standards, your order is not a reservation.??? That is not clearly indicated on their website. As it turns out they were unable to fill my order and will not pay me the $50.00 I feel is owed. By the time they notified me of their lack of vehicles, no trucks were available from any of their competitors. Even after I found out no trucks were available, their website allowed me to again try and reserve another truck at the same exact location and date, even though U-haul knew there were none available. I believe, along with many other consumers who have vented their frustrations on U-hauls [redacted] page, that their website and business practices are deceiving to the consumer and that they should be more straight forward in how they are presenting their rental process.Desired Settlement: If their website is offering $50.00 for not fulfilling my reservation, I feel I deserve the money for all the hassle. Otherwise they should be forced to make their website more visible in how the whole rental process works with U-haul. If the master order number is not an actual reservation number, then it should be specifically stated on their website. Not just that someone will call you about your reservation.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns at length. They came to an understanding over the reservation and both agreed things could have been different on both sides. Mr. Bohlman issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck from the UHaul store at [redacted] on 6/19/14 for a three hour short move. After checking the gas and seeing that it was full I drove home loaded up moved the furniture and was done in less than two hours and after driving 25-30 miles. Imagine my surprise when I got ready to top off the truck to see that the gas guage read 3/4 full and it took 9 gallons of gas to fill it up meaning I got 3 miles to the gallon. I turned the truck in after hours and then the next morning called to talk about the gas guage problem. Clearly they either had a leak in the fuel system of there was a problem with the guage because they stated that I should have used two to three gallons of gas based on the mileage. I was told the manager would be in touch. When I had not been contacted by the end of the day I contacted U Haul customer service asking for someone to look into the situation and call me. So far two weeks have gone by and no contact has been made. I can only assume that the local manager knew there was an issue with the truck and didn't expect that someone would only rent it for a 25 mile trip and then notice that they had to buy too much gas to top off the tank.Desired Settlement: I want someone to contact me, acknowledge that there is a problem and come up with an equitable solution. Either there was a mechanical problem with the truck or there is fraud being perpetrated here by the manager

Business

Response:

July 8, 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 [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email in response:

[redacted], I am contacting you in regards to your Revdex.com complaint that I received today. I apologize for the no one contacting you to this point and for the inconvenience you experienced with your rental. After reviewing your objection and the rental history of the truck in question, I am going to issue a 20.00 refund to your credit card that was used on the rental itself. Again, I apologize for the situation and hope to do business with you again in the future. Thank you, [redacted] Executive Assistant

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I 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: 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,

Review: My daughter was changing apartments and had to be out of her current apartment on 30 Aug. moving into her new one on 1 Sep. so 2 nights in a hotel with truck was required. Knowing all this in advance I made a UHaul truck reservation Feb 2014, 7 months in advance, and I received a "gauranteed" local truck, for $60 ($19.99 as advertised). Aproximately 1 month prior to truck pickup, we were notified that due to over 2000 truck requests we would not be able to pick up our truck at the Chiles location in Davis CA. and that we would be contacted 24 hours prior to pickup of our new location. Also the price was now $100 because it would involve a "one-way" fee. Is this "Price Gouging" due to demand, even though I had a gauranteed reservation? On 29 Aug we were contacted by UHaul saying we had another "gauranteed" truck and it was going to be at the Stongate location in Davis. We went to the new location to make sure the truck would be there the next day waiting for us because it was imperative we have a truck to avoid any complications with her current landlord and new tenants moving into her current apartment. The Stonegate employees said they absolutely had "no" truck that we could have for 3 days. Stonegate employees got on the phone to corporate HQ's. Corporate said the nearest truck was 59 miles away in Lodi CA. So now we have our "3rd" gauranteed truck that we have to go get, paying one-way fees, extra gas for their truck and our POV. Final bill was $87.81. $27.81 more than original reservation, plus $30 gas for their truck, plus $12 gas for my POV, for a total of $69.81 extra costs. If the truck was available at the original Chiles location, total mileage would have been less than 10 miles or one gallon of gas. Upon returning to my home in southern CA, I contacted UHaul to voice my complaints and filed a complaint. Someone from UHaul was suppose to call me within 72 hours, no one ever called.Desired Settlement: I feel they owe me the full $69.81. Their poor management and stress they caused is totally unacceptable. They obviously do not understand the definition of "gauranteed"

Business

Response:

September 12, 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 Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent them the following email in response:

I have reviewed the concern you filed with the Revdex.com in Arizona. I am at a loss to explain how the reservation got so convoluted. No one can give me an explaination. You are correct, your reservation was made far enough in advance to be honored in Davis. You have requested $69.81 I feel you should receive $75.00. I will credit that amount back to the [redacted] card that ends in [redacted]. I will process the refund today and you will see it back on the card in 3 to 5 business days. Please accept my apology for the mixup.

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 recently reserved a U-Haul truck at a specific time and location of [redacted] in [redacted], OH [redacted] for 11/13/2014 at 10:00 AM for a 20' truck. As part of the rental process and advertisement the U-Haul website makes a statement that says: "Your reservation is guaranteed or we will give you $50. Learn more." When you click on the Learn More link it pops open a window that shows the webpage[redacted]://[redacted] which 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."

Come today I received an email that the reservation I made for the equipment size and location was changed without any warning or agreement on my part: "We have a 26' Moving Van and Furniture Pads reserved for you and guaranteed tomorrow 11/13/2014 at 10:00 AM. We are located at [redacted], [redacted], OH [redacted], and our phone number is ###-###-####."

I have an email from U-Haul from when I made the reservation saying: You are scheduled to pickup your equipment at [redacted] on Thursday, November 13, 2014 at 10:00 AM. However, given the email notice I received today changing locations and size that clearly means they did not uphold their end of the reservation guarantee and since I didn't get what I reserved the policy clearly states that if I don't receive the equipment size, location and pick up time then I should be compensated. I called the customer support service to get the equipment and location moved to somewhere else that I could make it to which is still not my original reservation location and when I inquired about the $50 compensation I was told that I wasn't eligible as this was only good if I showed up to pickup my truck at a location and that specific truck type was not available at that time. This is not what their guarantee policy states and I feel they are providing false advertising if that is their actual policy as there was no link or further explanation of those "additional" terms. Furthermore, clearly the location I am going to is not the original one I had reserved so that itself should qualify me for compensation as when I pickup the truck tomorrow it will not be where I reserved it. This guarantee is quite misleading and false advertising.Desired Settlement: I would like for U-Haul to at minimum compensate me the $50 they said they would per their policy. Furthermore, I would like them to be required to correct their policy to fully explain any and all requirements around the guarantee so that others aren't mislead like I was. Lastly, for the time and hassle of their deception I would like for them to reimburse my entire rental fee for the truck.

Business

Response:

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 and sent him the following email in response:

[redacted], I have read your concern. Im sorry for your reservation being moved to another location and it was not at the [redacted] as you had requested. I will honor the $50 Reservation Guarantee for you. It will be credited to the credit card used for your rental. I will process that today and you should see the credit in 3-5 business days. There will not be a refund for your entire rental as you had requested. Again,my apologies for your reservaton being moved causing an inconvenience in your move. Any further questions,please feel free to contact me. [redacted] Executive Assistant U-Haul of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

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: 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: 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: 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: 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: I filed a customer objection on 5/3/2015 regarding an issue with a manager by the name of [redacted], who works out of the East Bay. I was told that I would receive follow-up call within 3 days. I received a follow-up call on Monday from [redacted], the manager we had listed in the complaint. She was extremely rude and unhelpful, and questioned the validity of the statements I had made in my initial complaint. She stated that a $50 refund would be issued to our credit card, however we feel as this is insufficient. A partial refund for being referred to as "[redacted]" by Ms. [redacted] is not acceptable. All of the issues that we had with U-Haul are listed in detail in file#[redacted]. I have since contacted U-haul several times and have not received the desired resolution, which is a full refund. I was told to call her supervisor[redacted], and I did just that on 5/4/2015 and 5/6/2015. As of now, we have not received a phone call from her manager. I would like to know how u-haul can behave this way and not take responsibility for the company employee's actions? Please look up file# [redacted] or contract#[redacted] and read the complaint. We deserve a full refund for the horrible behavior we had to endure. On 5/6/2015 I attempted to refile the complaint by calling ###-###-#### with a customer service representative by the name of [redacted] who stated she works out of Phoenix, AZ, however the call was disconnected. We do not trust the company, and will try our best never to have to use U-haul again. I will also not refer any friend or family to the company for any reason.Desired Settlement: Full refund.

Business

Response:

May 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Bay Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he was in the office when the original calls came through for Mr. [redacted] and stressed there are always two sides to a story. He assured our office no one spoke in a rude manner to Mr. [redacted] and also advised our office a refund for the $50 Reservation Guarantee Fee had been issued. [redacted] was not involved in the original call but took over and had the contract moved to an open dealer that is about 3 miles from the original reservation location. The refund for the $50 should post on Mr. [redacted]’s next [redacted] 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.

I am currently rejecting the response, because it lacks vital details. I feel as if there are three sides to a story, and one happened to missing from U-haul's response, the truth. I know for a fact that I spoke to a very rude woman by the name of [redacted]. U-haul should pull all telephone calls that were made that day, including the telephone call she made to the gentleman who worked at the second location we were sent to. U-haul has done nothing more than show their lack of integrity by avoiding to take responsibility for their employee's actions. If Mr. [redacted] was present at the time and noticed that we were having such horrendous experience with U-haul, why didn't he intervene and resolve all of our issues? Do you think we would go through filing complaints, speaking to unhelpful employees, and spending time composing e-mails, if our claims were invalid. Please don't insult my intelligence, U-haul has not proven that they value their customers, to the contrary, they have shown nothing but indifference and lack of appreciation for my business. I feel as a full refund is in order.

Regards,

Business

Response:

June 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Bay Regional Office, reviewed the recent comments from Mr. [redacted]. In an effort to bring closure, Mr. [redacted] advised our office he issued a refund for the remainder of the rental fee in the amount of $63.89 back to Mr. [redacted] account. The refund should post on his next credit card statement.

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 am utterly disgusted with the practices of U-Haul. I reserved a moving truck on Tuesday, June 26, 2012, to be picked up on Saturday, June 30th. I received an order confirmation/reservation and was told that a representative would contact me by Friday evening at 6 pm to confirm pick-up time and other details. I was on a very tight schedule and needed to pick up the truck early, load my belongings, drive the 3 hours to my new home, and unload all before 2 pm on Saturday. I received a phone from a U-Haul representative around 8 pm on Friday night. Imagine my shock and disbelief when this young lady informed me, in a very nonchalant manner, that no trucks were available on Saturday and basically I had no other option but to accept a $50 grievance payment and/or cancel my reservation. Why send a CONFIRMATION CODE and receipt if the company uses a stand-by method?? I placed my reservation over the phone and at no time did the young man inform me that I would not be guaranteed a truck. Instead, I was thanked for my business and sent an email to confirm the order that I had placed. It is unfathomable that a business can be so inconsiderate and careless when it comes to the service of customers. Moving is a very stressful process as is, so one would think a moving company as widely known as U-Haul would be concerned with making the process smoother. I am now forced to delay the start of my new job and miss my move-in appointment at my new place because all competitors were understandably sold out at such short notice. Never again will I consider U-Haul for a move. I can't believe businesses are allowed to operate in this manner. Every single "rating and review" site will hear about the very poor practices of this company. I would hate to have another consumer bear the stress that I've endured over the past several hours.Desired Settlement: I would like to be contacted by someone in upper-management to discuss the poor practices of this company. I would also like to be refunded.

Business

Response:

July 10, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office that Ms. [redacted], our GM of our U-Haul Center, spoke to Ms. [redacted] and advised her of a refund for $50.00 as an adjustment back to her credit card. 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: 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: 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: 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: 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: 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: On 7/25/2012 I rented a 5 X 10 foot storage unit from U-Haul at the address listed in this report. The unit number was #[redacted]. On 7/29/2012 I found out that I would not need the unit after all, so I went to the store and cancelled it. Nothing was ever stored in that unit. So, I rented the unit for 5 days, with nothing stored in it. I had to purchase a lock when I first rented it.The day I 'Moved Out', the unit was re-rented the same day, within minutes of my moving out. (Again, Unit #[redacted]) So, in fact, they got double the money for that unit. Is that really fair? I was told, when I asked about a partial refund, that the computer would't let them do that.So, on 7/30/2012 I called the U-Haul company, and was told that they would look into it and let me know something. I did not hear from them, so three days later I called again. I was told that "someone' would call me. They didn't. I called 4 times in all, within a couple of weeks, giving them plenty of time to contact me. Finally, I called and the lady I spoke with (Sue) and was told that she would have Brian, from the store itself contact me. On 8/13/2012 I received a call from 'Mark' (from the store in question), telling me that there was a Company No Refund Policy. I am 67 years old and on a fixed income. I only had the unit for 5 days, max (less than that if you go by hours, but I give them the benefit) and I feel that they should pay me a refund on it. That is $49.95 plus tax. Not a great amount, I admit, but to me, a week worth of groceries.Either the company needs to change it's policy, or do something about it. this is why I am writing to you. As of now, I would't recommend U-Haul Storage to ANYONE. Not that my opinion would matter to them, I'm sure.

Product_Or_Service: 5X10 Storage UnitDesired Settlement: DesiredSettlementID: Refund

I would like them to refund the unused amount. 26 days of unused time on the unit. That works out to about $44.20.

Business

Response:

September 5, 2012

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

Ms. Julie Lloyd, our Executive Assistant for the U-Haul Company of Iowa, followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but was unsuccessful. She sent her an email instead offering her apology and also explained we do not prorate the monthly storage rates as documented on the rental agreement Ms. [redacted] signed. However, as we value Ms. [redacted] as a customer, Ms. Lloyd sent her 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.

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