J.R.J. Tara Corporation

Review: I went into U-haul to get a storage space for my belongings. When arrived I was offered a special where you get one month free. Well how ever I went into the three days past my free month and ask how much do I owe for three days. They told me although Im moving out I have to pay for a whole month that Im not going to be there. I asked for a manager cause that was never explained to me. The manager was very sarcastic says he didnt explain it cause they do not off proration. I expressed that even more of a reason to tell customers that you do not do proration. I went to a few other places and he stated well I never worked at a storage place and Im not them in which I never said he was. He is very difficult to deal with. [redacted] does not know how to speak to customers. I asked for someone above his head he stated he is the owner of the place and there is no one else I can speak to. Well during my calling I was inform that he is not the owner and there is an office above him. Please help me with this matter they want me to pay 200.00 for a whole month that I will not even be there .Desired Settlement: I want to pay a prorated fee and get my belongings out of there. I donot appreciate the service that I was not told about.

Business

Response:

October 26, 2012

Thank you for you concern

for our customer Ms. [redacted].

Ms. [redacted], our

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

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

spoke to Ms. [redacted] today and discussed her concerns. Ms. [redacted]

was assured that her concerns would be addressed with our GM of our

U-Haul Center and that her future interaction would be more positive.

Ms. [redacted] relayed that there was still a balance on the storage

account in addition to late fees and that she would have those fees

waived once she makes her next payment. Ms. [redacted] advised our

office that the conversation ended on a positive note.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

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

Business

Response:

July 10, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

August 22, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On January 4th 2013 I was towing my vehicle behind a uhaul truck. A large piece of ice came off of the top of the truck and smashed the windshield of the vehicle I was towing. I called and reported the incident the following day Saturday January 5th to the Uhaul 800 number. Our original agreement was I would receive $80 off my rental if I returned the truck to the Madison TN location. With my vehicle damaged in the trip I was unable to return the truck to that location. The woman at the 800 number said there was nothing she could do about the price and I would be charged full price because returned the truck to the Springfield TN. She was very short and rude to me on the phone not what I expected from a customer service representative. She gave me the number for the insurance company that would fix my vehicle. I called that number the same day and filed a claim. I was told I would have an adjuster call me and come out to look at my vehicle January 7th or 8th. I did not receive a call or an estimate either day. I called on January 10th and again on the 11th leaving a message for the adjuster to call me back for an estimate. To this date January 15th I have not received a call or an estimate on my vehicle. I have not had a car to get to work for over 10 days. I have done my best to keep the windshield covered on my damaged vehicle but it has been raining and now the interior of my vehicle is now wet.

On the store level I was very happy with my service and the product I received. I have been totally dissatisfied with how the claim has been handled by the customer service representatives and their insurance company handling the claim.Desired Settlement: I would like the $80 I should have gotten for returning my vehicle to the [redacted] Tn location. I would like a call back and an adjuster to come out and look at my vehicle. I want my vehicle's windshield and the resulting water damage repaired as soon as possible.

Business

Response:

January 16, 2013

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

Ms. [redacted], the Claims Adjuster of RepWest Insurance Company, followed up on the information Ms. [redacted] provided regarding the damage claim. She informed our office she spoke to Ms. [redacted] and discussed her claim. Ms. [redacted] will be sending supporting documentation for further investigation.

Mr. [redacted], our Executive Assistant for the U-Haul Company of Pittsburgh, advised our office he issued a refund for the $80.00 fee as requested.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This company should not be an approved U-Haul carrier/business; Our vehicle was damaged while loading it onto their U-Haul auto-transport.

26 Dec 2012: We arrive to pick up a UHaul auto-transport from a reservation we made online. While attempting to load our vehicle onto it, the bottom of the chassis was severely scraped and the front fascia/bumper was damaged. This occurred repeatedly during multiple attempts to load the car (Nissan 350Z) over a period of 4 hours. I later found out that due to liability concerns, Uhaul employees are not allowed to get behind the wheel to load your vehicle, but they did. After much scraping and terrible sounds from their first few attempts, I got in to load while they guided me; which they guided me over the front lip of the trailer causing damage to the bumper. Realizing their ineptitude, I came up with a solution; went to Lowe's for some wood planks. I placed them under the front tires of the transport and two more under the ramps to lessen the incline. This provided ample clearance. I should not have to problem solve or become a subject matter expert of a service they claim to provide. Their inability to operate and lack of knowledge resulted in our vehicle being damaged. Further, no one knew how to navigate the online system; we did not get our military discount at the point of sale and, as I later found out, can't be refunded after. We utilized the claims department and Repwest Insurance conveniently does not assume responsibility for the damage to our car.Desired Settlement: I am seeking repair of our vehicle that was damaged during this process. I would expect that if a company that provides a service, and as a result, causes damage from that service, would have the integrity to take responsibility and make things right.

Business

Response:

February 26, 2013

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

Ms. Ashley Bogers, our Executive Assistant for the U-Haul Company of Tulsa, followed up on the information Ms. [redacted] provided. I’m sure your office is aware there are always two sides to a story. Ms. Bogers informed our office RepWest Insurance Company investigated Ms. [redacted]’s concerns. They found no fault on the part of U-Haul and her claim was denied. Ms. Bogers spoke to our Area Field Manager in charge of the dealer Ms. [redacted] rented from and was advised that the independent employee went outside after seeing Ms. [redacted] attempt to load her vehicle on the auto transport and offered assistance but caused no damage. Ms. Bogers left a message for Ms. [redacted] for a call back on or about February 22nd to personally address her concerns.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms.[redacted]. Mr. [redacted], our Area Manager for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. He informed our office he has not been able to reach Ms. [redacted] at the number on file but did send her an email requesting contact back in order to personally address her concerns. His call back number is [redacted]. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International

Consumer

Response:

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

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

Business

Response:

August 4, 2013

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

Amanda, I have refunded -243.02 on your credit card. Sorry for the confusion on your rental, with the contract being in matt's name and no way to contact him it was a little more difficult than usual to take care of your complaint. I hope this clears up any issues with u-haul and hope we can help you with any future moves. Thank you [redacted] We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, [redacted] Executive Assistant U-Haul International

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

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

Business

Response:

August 7, 2013

Thank you for your concern for our customer [redacted]

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

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

Sincerely,

Executive Assistant

U-Haul International

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

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

Business

Response:

August 9, 2013

Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our [redacted]I Regional Office sent an e-mail to [redacted] on 8/8. [redacted] apologized for any inconvenience during the rental and has refunded $60 to [redacted]'s MasterCard. The credit should appear on [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: the u haul on faulton was rude chucked I called people and no one calls me back they took momey off my cardDesired Settlement: refund

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our East Wisconsin office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged for a missing utility dolly that he never received at dispatch, therefore, he issued a refund for the $50 charge back to Mr. [redacted]’s Visa account. The credit 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I was told by [redacted] id get the full charge of 56 back and I asked for a full refund when I contacted customer service I was told id get one

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager of our East WI regional office, reviewed the information Mr. [redacted] provided and informed our office he issued a supplemental refund for the balance of the charge, another $2.75, to cover the tax. Both credits should post on Mr. [redacted]’s 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

Consumer

Response:

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

Regards,

I WAS UNDER THE IMPRESSION I WAS GETTING A COMPLETE REFUND

Review: I have used U Haul on a couple of occasions in the past. I first used them in 2007 moving into my first apartment. Recently, I signed a contract to move with them from White Plains to Beacon, NY. Upon arriving to pick up the vehicle, I was told that I am prohibited from doing so due to an unpaid ticket through U Haul on my license. I told them that the ticket is completely false and tried to clear up the issue. Rather than reason with me at all, they forced me to pay the fine in order to rent the vehicle. The company accuses me of getting a ticket on a U Haul truck in 2010, in the Bronx, NY. I, nor anyone related to me used any U Haul rentals at all at that time, nor did anyone in my family, including myself, live in the Bronx. No one in my family, nor myself moved during that year at all. I have never been in any position to get a ticket when handling a U Haul truck. I called their complaints department to try to reason with them, and once again, hit a brick wall. I was told that it's impossible for what I say to be true. They continue to accuse me of lying, which is rude and false. I've also now heard several complaints of that happening with that company, and several other identity theft issues that they have. They do not handle contracts as pristinely as they think. When I told the service representative that others have had these issues, he mockingly told me to file a police report. This so called ticket occurred in 2010, yet I used U Haul in 2012, and though they claim that according to their policy, tickets are introduced upon your next usage of the company, I heard nothing about it then. When I asked why that was, they gave the pathetic excuse that there was a mix up in the paper work. I'm very upset having to deal with companies with unethical practices such as U Haul, and I would like something to be done.Desired Settlement: I would like a refund of the $155 fine I was charged in order to use U Haul service. That ticket had nothing to do with me, and was wrongfully put on my license number.

Business

Response:

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

[redacted], our Customer Service Manager for U-Haul International, followed up on the information Mr. [redacted] provided. He explained the reason Mr. [redacted] was appointed responsible for the citation is because the only active rental at the time the citation was issued was Mr. [redacted]’s rental, contract# [redacted], that was dispatched on June 21, 2010 at 3:58pm and returned on June 22, 2010 at 2:58pm. The citation was issued on June 22, 2013 at 6:13am to the truck he rented. Because the truck is registered to U-Haul, the citation was forwarded to U-Haul for payment. It is standard procedure for U-Haul to immediately pay the amount due for the citation and then bill the responsible party that had the truck in their possession at the time the citation was issued. U-Haul pays the ticket to prevent future issues with the registration on the vehicle. If the bill has not been paid by the responsible party, a collection account is set up and the customer is placed on E-Alert until paid. E-Alert prevents our customer from any future rentals until the collection account is cleared. Mr. [redacted] also relayed that Mr. [redacted] can obtain details on the citation by calling the City of NY, Department of Finance at ###-###-####. He asked that his apology for any confusion regarding the citation be relayed and hopes Mr. [redacted] will allow U-Haul to service him in the future.

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 refuse to take responsibility for actions I not only did not commit, but have no knowledge of. As I previously stated, I had no rental of any Uhaul at the time stated by the company, nor any reason to have a rental. If needed, I can provide witnesses and needed documentation that I made no moves with Uhaul or any company, during 2010 or the surrounding years, nor was I living at or near the location the ticket was issued. I moved from [redacted], down the street to [redacted] on 10/1/2008. I did not move again until 10/1/2012. The Uhaul company swears that I commited an offense in 2010, yet they cannot provide a reason as to why I used Uhaul in 2012, yet never heard about an E-Alert at that time. Obviously if my license number was attached to documentation where another driver commited an action in 2010, the records will show my name appearing on the ticket. That is where Uhaul made their error. I can assure you will find no signature of mine, or payment of mine to Uhaul in 2010 for a rental. Uhaul seems to be a company that is extremely apprehensive about admitting their faults. However, I am an advocate for the truth. I ask that Uhaul please reconsider the case. Please let me know of a fax number that I can fax any needed documentation and proof. Thank you.

Business

Response:

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

Manuel [redacted], our Customer Service Manager for U-Haul International, reviewed the information Mr. [redacted] provided. He asked again that I relay his apology for the inconvenience Mr. [redacted] experienced as well as any concern regarding the rental that took place in June 2010. If Mr. [redacted] is claiming identity theft with this issue, Mr. [redacted] is asking Mr. [redacted] to file a police report for this rental done in his name and fax into our Customer Service office at ###-###-#### with the Reference number we have assigned to Mr. [redacted]’s file, 498519. Mr. [redacted] stated because of the nature of the situation involving criminal activity, any past accounts as a result of identity theft need a police report filed and faxed into us for further research.

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 to make the reservation ahead of time, I told the guy on the phone that I needed to pick up an item that was 7.2'x4.95' he reserved me a trailer that was supposedly 9'x5'. When I arrived in the morning I was directed into a 45 minute line up to pick up my reservation. When the employee finally hooked up my trailer he was forced to leave the desk as they were understaffed to help us. We then drove to our destination to make our purchase and pick up the item, only to find the trailer was not 9'x5' inside dimensions. We did not measure the length of the cargo area but the width was only 4.25'(not wide enough to bring back our purchase). I was almost a 4 hour drive out of town and in the USA, I made an 11$ phone call to uhaul to see if they could help with the mistake and switch it for one with the correct dimensions. I was transferred 3 times and finally the last woman I spoke to told me that even though there was a uhaul right up the road from me she refused to help. She claims it was my responsibility to MEASURE the cargo area and that I should have read my contract. I did read the contract and no where did it say that the cargo dimensions were not 5'x9' and it was my responsibility to pull out a measuring tape to verify that it was 5'x9' even though it was clearly marked on the trailer. After I said to her 3 times "So you are refusing to help me?" she hung up on me. So, I drove 7 hours total, waited in a border line up for 3.5 hours total, spent about 200$ on gas, 32$ on a useless trailer and went home empty handed without my highly anticipated purchase. Now the item has sold and I don't get it at all.Desired Settlement: I would like a refund to my credit card and I would also like to have a credit that does not expire to rent another trailer in case the item becomes available in the future. This will not pay for the hundreds of wasted dollars I spent on gas or my wasted day off to drive all day to come home empty handed.

Business

Response:

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

[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email:

Hello I'm contacting you in regards to Better Business File [redacted]. All of our equipment sizes are approximate. The interior dimensions are listed on our website. I apologize that when you provided the exact dimensions when you called to make your reservation, you weren't advised that they are approximate. I have applied a $50 credit to your credit card. Please allow 3-5 business days for this to reflect on your statement. In the future, feel free to visit any of our locations to measure, or visit our website to look at the interior dimensions. We look forward to seeing you again soon.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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

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

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

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

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

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

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

Business

Response:

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

Review: I was given wrong information by the clerk at Uhaul when I wanted to rent a van. The clerk told me that they did not accept checks, so I had to go next door to [redacted] to get my personal check cashed. When I returned the manager told me the clerk gave me the wrong information and that they did not accept cash to rent cargo vans. I had to pay a $12.00 fee to get my personal check cashed. Since Uhaul gave me the wrong information, I want them to refund my $12.00Desired Settlement: Refund of $12.00

Business

Response:

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

[redacted], our Executive Assistant for our Tulsa Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and addressed her concerns. A refund for $12 was sent to Ms. [redacted], which she should receive in the mail soon if not already.

As we value Ms. [redacted] as a customer, Mr. Welch also sent her a $25 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