J.R.J. Tara Corporation

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 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: My entire experience from start to "finish" - not finished yet – has been abysmal and infuriating!

No shipment of U-boxes were delivered to the entire region of Long Island, NY (I reserved it >2 months).

I did most of the legwork to get my RESERVED U-box delivered. After aprox. 16 hours of circling around U-Haul’s phone system (with seemingly endless on-hold periods followed by getting disconnected – only to repeat this over and over, and over….), I spoke with [redacted] (the ONLY productive U-Haul employee) and a shipment was delivered.

It’s been downhill since – with numerous unreturned phone calls, cancelled and wrong reservations, 12-days until my U-Boxes were actually shipped out, changing stories with each phone conversation, no furniture pads in the U-boxes, and so on.Desired Settlement: I do not feel I should be paying almost $1500 for such poor services, especially since I had to do most of the work

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. Bartner.

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Dr. [redacted] provided. He informed our office he spoke with Dr. [redacted] and advised her of a refund for $750. She should receive the refund 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

UHaul is great. I had problems with my truck during my move (which happens in the course of life) and they made sure my belongings got to my final destination as quickly as possible and took care of any extra expense directly related to the breakdown. [redacted] (regional president) and [redacted] (GM) are class acts and they were a pleasure to work with.

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

I am rating this is one star because there is no ZERO star. We called their phone number to inquire about installing a towing hitch (for a bike rack) immediately as we are going on vacation that evening and would like to take our bikes. The call was answered by the call center. They said that the hitch for our car is not available and that their LODI location has the hitch and that they can install that day. The reservation was given set up by a [redacted]. So we packed our bikes temporarily inside the SUV, purchased the bike rack at sports chalet and drove 45 mins to that location at the time set. We needed the bike rack installed as half point on our vacation we will have more people in our car that the bikes can't be inside the SUV. When we got there, the associate, [redacted] said that there is no one available to install it. So I asked why would your company set a reservation when nobody can install it and his answer was not really making sense "it is booked online". I wonder how many people has been inconvenienced by this system. He wouldn't even try to find a solution for this and simply gave us the impression that he really doesn't care. He gave up easily in contacting other areas near where we will be or along the way.
So we drive to my mom's house in Stockton to think of a plan B. While we were there, we called their Stockton branch and another girl, [redacted], indicated that Stockton has the hitch available and they are also available to install it and gave us another reservation no. It's a good thing that I called back again and insisted to talk to the person that she said I should contact about the installation because AGAIN there is nobody there to install it.
Now, for the love of [redacted], what kind of system do they have? Just booking reservations when they don't have the ability to perform it. This is a exhibit of HORRIBLE CUSTOMER SERVICE. It has cost us money, gas, and time which the person we dealt with at the LODI branch couldn't care less. OH one more thing, when my BF and I were discussing that we should contact an independent shop around to install a hitch, and he has the guts to say, "oh you can buy the hitch from us." Is he serious? The already inconvenienced us and they still want to make a SALE.
I am also forwarding this to Revdex.com and local TV stations in the SAC area.

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 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: [redacted] Uhaul or Uhaul in general. Why set up a bill payment when uhaul doesn't accep it. my account was due the company had a $. 60 payment set in the dm office for a whole week, threaten to charge me a lien fee. I informed them three times there was payments coming out every week one for $60 and one for $130. one $130 payment had been stop payment cause me and my husband paid it. I informed them of this three times. called me several times asking the same questions, then proceeded to tell me uhaul doesn't except partial payments. ok but if two separate payments or coming out bill payment you can't accept it cause ione is the full amount and the other is only $60. I have been dealing with this company to darn long, and there customer service and policies STILL SUCK. I am just waiting on my husband to return home from overseas and I am removing my items from this place and if we ever need a storage unit, I will make sure we NEVER USED uhaul again. and at the same time I am going to file a consumer report with our base IG office making sure no other soldiers and their families stay away from uhaul. it doesn't make sense that a company can't accept partial payments when it's bill payment. My unit is $122. I have bill pay set up for $ 130 and $60. so now they can't accept $60 if it comes in before the $130 one does? I had informed them I was doing this and was told it was ok, but now cause my bill is due again, they can't accept the $60 check that's been sitting in rhe dm office for over a week now. A thats $60 that has been paid and taken out of my account. so Ian a dealing with a company that holds on checks for weeks? now they want to send it back after they have been sitting on it for weeks. my storage is $122 you are getting a total of $190, where is the logici in doing business?Desired Settlement: accept my $60 payments and adjust my account accordingly. there is no way I am getting over on uhaul, they are getting their money. One in full payment and then $60. after I had informed them the reason why something happened, why does it take three more phone calls to explain the same thing. accept my $60 payments and the full payment as it comes in.

Business

Response:

January 19, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding [redacted] concerns to our office.[redacted], our President for our [redacted] Regional Office, reviewed the recent objection [redacted] filed with your office. He informed our office he would once again explain to [redacted] that per U-Haul policy, we do not accept partial payments. As soon as she is able to bring her account current, he will process the extra $60 payment. Currently she is in arrears in the amount of $132.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 AssistantU-Haul International

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've had issues with Uhaul since I made the reservation to pick up a 10' truck on June 20. We received contradictory information before we picked up the truck regarding pricing. Once we were satisfied with the pricing, we decided to go with Uhaul and picked up the truck on June 27. The person that assisted us with paperwork and answering any questions at the pick up location told us many things that we found out to be untrue later on. For example, we had the truck for 10 days and up to 1900 miles. We were told that if we returned the truck early and if we didn't use as many miles, we would receive a discount when we dropped off the truck. This was not true. We were also told that the card would be ran for a pre-authorization that day, but we would not be charged until the day we returned the truck. Of course, this was false information as well.

When we got the keys to the truck, we opened the back to put the appliance dolly in there. Just to open the lift gate, it required 2 people and a lot of strength. We thought this was odd so we looked inside and noticed that the cords that were supposed to be wrapped around the spring-loaded pulley were loose. We talked to the person that assisted us with paperwork at pick-up location and they told us that there was nothing they could do and we needed to call customer service. We called customer service and they said they couldn't apply a discount for the mechanical error and transferred us to roadside assistance. We spoke with roadside and they said they couldn't do anything because the truck was still driving properly. We contacted customer service again about this issue and we were told that a discount would be applied at the drop-off location. After being on the phone and given the run around for over 2 hours (which slowed down our actual moving process), we agreed that this would be fine and proceeded with the moving, thinking that we would be given a discount when we got to our destination. After travelling 1800 miles for 3 days from Colorado to North Carolina, we had to get into the back of the truck several times and it was very painful on our backs. On our last day of moving (July 2), we decided it was time to drop off the truck, so we called the drop-off location to find out exactly how much we would be charged after the discounts were applied for the lift gate inconvenience. The man at the drop-off location told us that he could not apply any discounts and that we would need to speak with customer service. We spoke with them again, and they filed a complaint requesting compensation. They said it would take up to 24 hrs to process, so we decided to hold off on dropping off until we were sure that the charged amount would be correct.

Then we noticed that Uhaul charged us for the full amount today and we still have the truck. After speaking with 7 different representatives, supervisors and managers over the span of 2 hours, we were basically told that there was nothing they could do. We were informed on the actual policies (and learned that the pick-up location people were totally wrong) and that we would not be receiving any compensation. They also refused to cancel the transaction on the card that we believed was falsely charged. The corporate office supervisors were very rude, yelled at us and argued with us over the phone. We were told that roadside assistance was supposed to come out and fix the lift gate therefore there would be no compensation. There was no compensation for all of the hassle and false information either. We were simply trying to make sure that we would be compensated and charged accordingly as promised. Instead we were yelled at and hung up on.Desired Settlement: Uhaul needs to compensate me for the lift gate mechanical issue- as I was promised by a representative. They also need to compensate me for the hassle and misinformation I was given as well as the poor customer service.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Ms. Harvey provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience they experienced. She assured him they will follow up on the information Ms. Harvey provided with our Area Field Manager and the Dealer of the location involved. [redacted] also relayed that she had issued a refund for $995.89, which is the total amount of the rental charges, back to their Visa account ending in 2546 as an adjustment on their rental. The refund should post on their 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 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 10/21/14 my husband and I left Orting, WA in a 26 U-Haul truck and were traveling to Mandan, ND. The next day as we were driving through Lookout Pass on the Idaho/Montana border, a bearing failed causing the front drivers side wheel to completely come off the truck. The wheel continued to dangerously roll downhill, almost cleared the median into eastbound traffic, bounced back across the road, and fell down a steep 300 cliff and landed in the middle of the St. Regis River. Thankfully the wheel didnt kill anyone in the process and had it come off a few miles sooner on one of the sharper corners my husband would have gone off the cliff and been killed. He pulled the truck off the road as far as he could but there was a guard rail preventing him from getting the truck entirely out of the lane; as he pulled the truck over there were two semi-trucks side by side quickly approaching him. Somehow, the truck in the right hand lane was able to slow down and pull into the left lane, narrowly missing the U-Haul. This bearing failure nearly created a huge accident and multiple deaths. We immediately called [redacted], U-Haul roadside assistance, and set out cones to help people safely navigate around the truck. A [redacted] arrived shortly after to investigate and found that not only was the accident was 100% U-Hauls fault, but that this type of accident was a common occurrence and U-Haul frequently fails to properly maintain their trucks.This form doesnt allow enough characters to fully describe the issue, so the short version is we spent the next two days getting the runaround from various customer service departments, lost thousands of dollars in lost wages, had to completely unload/reload a packed 26 truck by ourselves and U-Haul refused to pay the $500 they promised us to do the work. [redacted], Regional Manager for Southern Washington denied that claim and [redacted], President of the Montana division, is perhaps the worst man Ive ever dealt with. He will tell the media and quote quote Say yes with a smile, and always treat customers as you wish to be treated and you will succeed yet tell a customer that he doesnt care their husband almost went off a cliff and died and had they stuck to the contract they wouldnt have been there in the first place. He went on to say that we had two options-pay the $1200 rental charge, transload the truck ourselves, and be on our way or have our stuff put into storage in Bozeman at our cost, leave the truck, and continue to ND. He refused to give us a hotel room for the night and portrayed himself and his company in the worst possible way. Never have I dealt with anyone as unprofessional as Mr. [redacted]. He is a true disgrace to the company but Ive come to find out that U-Haul as a whole is truly is a representation of his attitude. Theyve shown how little they care about their customers and do absolutely nothing to resolve a huge error on their part. The employees that leased the truck to us werent even questioned about the matter and are being allowed to spread lies to other customers with zero repercussions. It is appalling the way U-Haul operates and continues to operate. Unfortunately, we are not alone in our complaints. Ive done research and seen so many reports and complaints from other customers that its a wonder this atrocity of a company is still in business. There are even websites in place that walk you through how to file legal action against U-Haul. The officer that did our [redacted] report stated life threatening accidents are a common occurrence with their trucks. The worst part is that U-Haul SIMPLY DOESNT CARE. They dont care that their truck shouldnt have been on the road and almost killed my husband, they dont care that we lost job opportunities and thousands of dollars, they dont care that our belongings were ruined by the rain and by the huge jolt when the wheel flew off driving down a mountain, they dont care enough to return a phone call and try to provide any sort of customer service. Their representatives are poorly trained and every department will give you false information and continually give you the run around. I spoke to a friend that drove through the same mountain pass last week and saw a U-Haul with a missing back wheel. This needs to stop before people are killed. Perhaps U-Haul doesnt care if their customers are killed, but we care and will take whatever steps we can to ensure people know the truth and choose companies that provide safe rental trucks. I just cant believe that after their truck almost kills someone they wouldnt at least offer a discount or paid for tripthats the very least they could do.Desired Settlement: We are asking for the $500 promised to transload our belongings, as well as reimbursement for our damaged cargo (currently being processed by [redacted]). We believe it is fair to also be awarded lost wages from the delay caused by their faulty truck.

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, had previously followed up on the information Ms. [redacted] provided. She advised our office the truck Ms. [redacted] rented was on an In-Town contract, however, she took the truck one-way to North Dakota when the wheel hub seized up. Ms. [redacted] was offered to transload into another truck and pay for the rental from Missoula to Bismark or U-Haul could tow the truck for them and she could have her goods unloaded into storage. Ms. [redacted] explained they attempted to reverse the In-Town rental and charge her for the one-way rate but Ms. [redacted]’s credit card was declined. She also relayed that Ms. [redacted] is aware she has not paid anything to U-Haul for the move and that we will not be making any type of refund.

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

Sincerely,

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.

My husband and I were given incorrect information by the original renting facility in Puyallup, WA. The employees stated that if we needed to change our rental from in-town to one way that was fine and all we needed to do was pay a per mile charge when we arrived at our destination. U-Haul has not once followed up with those employees so not only has it caused us a huge grievance, but they are being allowed to continue to lie to other customers. Not only is this unethical, but it's a bad business practice that is extremely costly to other customers. U-Haul's trucks are clearly not fit to be on the road. The first truck we rented made it 5 miles before we had to return it and there are countless reports by other customers and highway patrol officers giving accounts of horrific accidents due to U-Haul's negligence. When will this stop? I did not pay U-Haul the $1200 charge because we were instructed to pay when we arrived at our destination, and because after watching my husband almost drive off a cliff and die because U-Haul fails to maintain their trucks, I didn't feel I should be asked to pay for a truck that had no business being on the road. The very least they could do is give us a free rental. U-Haul's solution to this issue was for us to pay $1200 and they would provide a moving crew to transload the truck or pay us $500 to do the work, or tow the truck to Bozeman and put our belongings into storage entirely at our cost. What kind of solution is that? U-Haul also tried to take the money out of our account without our permission. I foresaw this happening and withdraw the money before they could unlawfully do so. When I spoke to [redacted] with media relations, we reached an agreement that our rental truck would be provided for free and we would receive a moving crew or $500 to do the work. The supposed breach of contract had nothing to do with this agreement. After U-Haul failed to provide a moving crew, we were forced to do the work ourselves and now they are breaking their promise by not paying us what's rightfully ours. After waiting two weeks for payment, I was told by media relations that [redacted] had denied our claim and it was out of their hands. I was given her phone number, which was incorrect, and given a 2nd number but have been unable to reach her. She's been dodging the issue-or should I say her secretary has been dodging it for her. She claims that Kim is never in the office (she's out in the field 100% of the time), she doesn't have a voicemail, doesn't have an email, and she won't give me an address to mail a letter. What regional manager for a major company in 2014 doesn't have an email address? This is yet another blatant lie on U-Haul's part. Not only did my husband almost die, but we lost thousands of dollars in lost wages by being stranded in Missoula, MT because of a poorly maintained truck, and another $10,000 or so of damaged goods. This is our life and U-Haul continues to abuse their customers and get away with it. It's such a huge issue that there are websites dedicated to sharing U-Haul horror stories and how to file a lawsuit against them. U-Haul has the worst customer service I've ever seen and absolutely no morals. They are a disgrace to legitimate businesses everywhere and need to be shut down before another person dies due to their negligence.

Regards,

Business

Response:

December 10, 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 Southern Washington Regional Office, reviewed the recent information from Ms. [redacted]. The renting dealer has been a U-Haul Dealer since 1995 and is well aware a rotation truck cannot be rented and dropped one-way. This information would never have been relayed to any customer. Our President in Montana offered to rent Ms. [redacted] a truck back to North Dakota but their credit card was declined. Ms. [redacted] advised our office their decision in the matter remains the same. Ms. [redacted] received a $1,200 rental at no charge. She also relayed that a VIP Certificate was issued to help them get to North Dakota. Their claim for damages is in the process of being investigated by [redacted] Insurance Company.

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: 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 rented a u-haul for my son [redacted] Contract # [redacted]. When I first called in, they reserved it with my debit card. They put a hold of $61.60 on the card and when we returned it they charged the card but with a new transcation & never took the hold off of the other transaction. Basically there is a hold for $61.60 & A processed charge of the final amount. The 800 number tells me to call the location but I have called the store numerous times and I always get a different story. Ive been directed to different places & one time they told me to call the bank. the bank says they didnt put the hold on it they cant take it off. The store basically says they cannot help me but if they put a hold on my card they should be able to take it off. I spoke to the store manager just now he told me he didn't know how to do the credit cards in the store. And again and I was basically told that he cannot do anything for me. He says I should call my card and tell them this or that. I already did that. They already got their money on a new transaction so they could care less if they fix their mistake or not.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think that this store should call or transmit a message to the card on the contract and let them know that there should no longer be a hold on on it because they already charged me for the rental and already got their money for it.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

President for the U-Haul Company of Saint Louis, followed up on the

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

[redacted] a response offering his apology for the inconvenience she

experienced. He explained how the “hold” process works with a

credit card. The hold was placed on Ms. [redacted]'s credit card at the

time of rental. When the rental was completed, the actual charges

were applied and the hold was dropped by the credit card company.

The only charges we collected were the actual rental charges.

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,

Dear Sirs,

I never spoke to or heard from any president of U-Haul. No one EVER called me or sent me anything.

Of course, I already understand how the "hold" process works I'm not dumb, that is NOT what happened in this case. There were 2 different charges for 2 different amounts. I also know how UHaul works because I have rented trucks from them my entire adult life. Never have I experienced the type of treatment and rudeness that I got from UHaul until I realized that there was a problem. I was hung up on, and also was told by several people that someone would call me. The 1st time I called I was put on hold for 15 minutes and then the guy picked up and told me that his manager would call me right back he was on another line, but I called the main number a half hour later only to find out they closed at 7pm. Obviously they just didnt want to deal with it then, but he could have told me that I should call the next day or something, anything.

My credit card company refunded the money that uhaul had on hold for over one whole month. NOT UHAUL. Honestly UHaul did nothing.

I'm sure since I'm just one person so it does not matter to them, but they a very loyal customer and not for just a $60 hold on my credit card.

Case Closed

Business

Response:

November 27, 2012

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: 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: 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: 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 rented a UHaul & Autotransport from South Carolina to Missouri. While on the drive, the Autotransport broke down, started smoking and almost caught on fire. I called the help line and Uhaul sent a mechanic out. He informed us that "the ball bearings are shot and we should not have been rented this equipment. We were lucky that something worse didn't happen." He took the Autotransport, and we kept going driving my car separately. I incurred the cost of extra gas (drove my car and uhaaul separately), a hotel room, the autotransport which was defective.

I spent $1,100 on the Uhaul rental in total. The auto transport was almost $300 of that. After speaking with [redacted] (who said he owns his location in South Carolina), I've been disheartened. He has refused to help and has not accepted responsibility

The "face" of Uhaul as he said he was told me that "There is no one else that can help and I will not be helping you further. Are we done here?" He has refused to take responsibility, did not identify himself when calling and instead began the conversation that he initiated with "What do you want?"

My simple request was to be refunded for the Autotransport that broke down. This hasn't ever seemed to be an unreasonable request and I've stayed calm and respectful throughout all of my conversations.

I was repeatedly promised by agents, reps, or social media to be contacted by a specific time (this happened six different times).Desired Settlement: I simply ask for a refund of the Autotransport that was deemed defective by a Uhaul sanctioned mechanic and was NOT used for the trip.

Business

Response:

October 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the auto-transport, Safetow Protection and tax, for a total amount of $302.84, back to Mr. [redacted]’s [redacted] account. The refund 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.

I truly thank you for your efforts to help resolve this. It has been an arduous process dealing with them to try and get this matter resolved and you all have helped out greatly. Thank you.

Regards,