J.R.J. Tara Corporation

I sent a voided check in for them to set up automatic deductions each month from my account. As the next month came, it wasn't set up. I started receiving late notices via e-mail. I called, no answer. Called about 3 times once a week, and by that time I received a second late notice with additional fees. So I finally got someone on the phone, he admitted to seeing the check that I mailed in, but informed me that it was used to pay that months storage rent and not to set up the automatic deductions. So as I begin to set it up then via phone he told me I would have to pay my storage fee including the late fees, I stopped him and replied to him that I didn't feel I was responsible to pay the late fees, seeing that it was the stores mistake for not setting up the automatic deductions from when I mailed the check in to do so. So he said he was able to only waive one late fee. I didn't feel like I should have paid any late fees. This wasn't my mistake. So the end result is I had to pay the storage rent and one late fee at the end of that conversation. The customer service sucks and people don't have the money to waste on behalf of the company's mistake, that they didn't own up to and didn't correct.

Review: I rented a truck owned by U-Haul and drove from [redacted] on July 21, 2013. During the drive and the evening, [redacted] received a record amount of rain in a very short period of time.

As soon as the truck was unloaded in [redacted] and I was informed by the moving company I hired to unload the truck that the mattress was "soaking wet" and the box spring was also wet and damaged, I called the local UHaul to report the problem. They gave me information on contacting their insurance claim representative [redacted], and I contacted them immediately. When I turned the truck in to the [redacted] U-Haul location on M[redacted] the next day, I alerted the UHaul agent that there had been a problem and I had damaged property (bed and box springs). I specifically alerted them that they should not be sending out that truck again until it had been evaluated and repaired to prevent damage to anyone else's property. There was also damage to a couch that was in the truck, but I was able to remedy that with a hairdryer and towels. However, the mattress was soaked and I had concern about mold growing, etc. Needless to say, I replaced the mattress and box spring immediately (July 22, 2013) and disposed of the ruined mattress and box spring after taking pictures of the damage.

I was assigned an insurance claims adjuster[redacted]) and I provided [redacted] with the following items:

1) two pictures of the water damage to the mattress -- there are water lines on the mattress that can be clearly seen

2) a news link to the story reporting on the intensity of the storm and local flooding/damage; included a map showing the proximity of the worst of the storm to the location of the U-Haul truck where the goods were damaged

3) a picture showing the label identifying the brand and product name of the mattress that was damaged

4) a receipt showing that both the mattress and box spring were replaced with a similar quality mattress and box spring (replacement price was $1119.80)

I spoke with [redacted] and was told that he had ordered a "leak test" on the truck that I had rented. I also received a letter in the mail giving me information on preventing mold from growing on wet items. Seriously!

Over the course of the next 4 weeks, I followed up with [redacted] several times and was consistently told that he continued to wait for the "leak test results". During my last conversation with him, he told me that he was having trouble tracing down the report, since U-Haul was still (or was now) leasing that truck out again (he indicated it was in [redacted] at the time of our discussion). I immediately expressed my concern as to the veracity of any leak test since it had been so long and the truck was apparently still in use. [redacted] said that U-Haul employees were "not allowed to lie" about whether they found a leak problem with the truck. Within a few days of that last phone call, I received a letter from [redacted] stating that they determined there had been no improper service or product provided to me an denying my claim. I was not provided with any information about the results of a leak test, or whether one was even done. I was simply told that my claim was refused.

I immediately sent [redacted] an email -- indicating that I was not given any information at all on their investigation into my claim -- simply a rejection. I stated that I was disputing this finding and asked for:

1) their process on handling disputed claims

2) a formal street address where I could direct further communication on my complaint

I have had no response from [redacted] and it has now been over a week.Desired Settlement: I am asking for U-Haul to be responsible for the replacement costs of the damaged mattress and box springs.

Total cost of the replacement is: $1119.80

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company advised our office Ms. [redacted]filed her claim with them on July 22, 2013. Ms. [redacted]stated that when she unloaded her belongings from the U-Haul truck, she noticed water had come in from the rear right of the truck and damaged her mattress and box springs. A liability investigation was done and found Ms. [redacted]did not purchase Safemove Protection coverage. A water test was also completed on the truck Ms. [redacted]rented and it did not produce any leaks. [redacted] Insurance Company also relayed that the photos submitted show a stain on the mattress, but no evidence of water damage. Liability for the alleged leak was denied.

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.

[First of all, the letter I received from [redacted] has none of the information that the Respondent claims that it has regarding the veracity of the photos and their current assertion that I would have needed to purchase SafeMove to have this basic coverage for my belongings. [For my comments regarding SafeMove, please see below.] Please see attached letter regarding their informing me of the denial of the claim. I have not been provided with a copy of the alleged leak test report and several times during my discussion/email with the RepWest representative I was told it "had not yet been done" or the report "had not been processed" even though weeks had passed.

I would be happy to obtain a letter from the movers themselves stating that the mattress and box springs were wet when they removed them from the truck (THEY brought it to my attention as soon as they opened the doors to the truck and before they removed the items). Other than pictures showing the water stains, I would like to know what other proof I should be providing. I was not about to wait until there were health problems that could be associated with mold growing inside the mattress. Even had we kept the mattress after drying, there would be no way to ascertain whether or not a mold problem had developed until a corresponding health issue would have arisen.

Second, the renter has a reasonable expectation that their valuables will be protected from basics like rain. Additional coverage should not be necessary for this basic protection. In addition, SafeMove is NOT presented as protecting valuables on a typical move. UHaul defines SafeMove as:

Cargo coverage

Covers damage to your goods from collision, fire, windstorm and overturn of the rental truck

One-way Rental, up to $25,000 of coverage

In-town Rental, up to $15,000 of coverage

$100 deductibleCoverage is for actual cash value and is subject to exclusions

Even if I had purchased SafeMove -- the damage did not occur during any of the items the list in the coverage. Sort of implies that basic protections for cargo short of "collision, fire, windstorm and overturn of the truck" are part of what you are paying for in the initial rental contract.

I imagine it would be difficult to advertise a product if you state that ADDITIONAL MONIES must be paid in order to insure your valuables are protected against everyday occurrences like rain.]

Regards,

Business

Response:

October 2, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted], the claims adjuster for [redacted] Insurance Company, reviewed the information Ms. [redacted]provided. She relayed that Ms. [redacted]is correct in her understanding that Safemove Protection does not cover water damage. There is no policy of insurance that U-Haul can offer with the truck or trailer rentals that will cover water damage. It is U-Haul’s position that U-Haul trucks and trailers are water resistant, not water proof. [redacted] had requested a water test to determine if the alleged leak needed to be investigated further and corrected. Ms. [redacted] relayed that when the results were negative, Ms. [redacted];s claim was denied. She also explained there may be additional evidence for them to review and consider and they would be happy to obtain the name and contact information of the movers that were mentioned as witnesses to the alleged water leak to obtain their statement. Ms. [redacted]can email the information to Ms. [redacted] at [redacted] referencing claim numbe[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,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is not satisfactory but I also can see that UHaul is not going to resolve the complaint in this forum. I will send the contact information of my mover to the email address suggested by UHaul and will hope that they will stand behind their services.

Regards,

Review: I rented a truck and car hauler to move to Florida from Indiana. Along the way it poured down rain, I turned the windshield wipers on and one flew off the truck. We stopped for gas and noticed there were no tail lights cause the dealer let wires drag the ground. At 2 in the morning in the pouring rain my friend had to wire tail lights. I called Uhaul to ask for a particial refund for the trouble. They didn't get back. I called them again and they said that I have a $50 dollar credit in the thier store. They gave me faulty equipment and I'm not moving again I don't need credit I want them to make things wright. No credit I paid cash not credit.Desired Settlement: I think they should refund $100 for all the problems with thier equipment.

Business

Response:

October 12, 2012

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

Mr. Curtis Reigelsperger, our President for the U-Haul Company of Indiana, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered her an apology and also advised her of a refund in the amount of $150.00. Ms. [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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 chose U-Haul's "U-Box" for my move from MA to CA. It cost over $400 just to have it delivered to my house and another $1328 to have it shipped to CA. After reaching CA it was supposed to be delivered directly to my house. Everything in the world that belonged to my kids and myself was in that box. I received an email notification on July 9th that the box had been received in CA and that someone would contact me within 24 hours to schedule delivery. No one contacted me. When I called I was given the excuse that whoever handled deliveries was busy and would need to call me back. Several hours later a manager called me and told me that the box had fallen apart when it was removed from the truck and that the box must be old or defective; it was not in any shape to be delivered and I would need to come repack everything. I had to drive all the way to Sacramento and upon arrival, discovered that our belongings were not locked up and the door was secured only with twine and some plastic. The box actually consisted of nothing but thin flimsy wood nailed to a platform. I had to repack everything in heat over 100 degrees onto a truck, sit in traffic for nearly 2 hours, then unload everything again. When I tried to contact U-Haul to get some kind of refund for this nightmare, I could not get a hold of anyone who could help me. I was given the run around by several people and told that the administrative assistant for the manager at the Woburn office would call me back but she never did. The whole situation was a nightmare from start to finish.Desired Settlement: I trusted that U-Haul was providing me with a quality product for my belongings, when in actuality their product was complete junk and the price they charged was ridiculous. I would like at least half of my money back for the grief and stress that their inferior product caused. I paid U-Haul a total of $1795.34; I would like $867.97 refunded.

Business

Response:

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

[redacted], Senior Staff for our Boston regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and was able to reach an amicable resolution. A refund for $270 has been issued for the inconvenience Ms. [redacted] experienced with her U-Box transaction. A claim was also paid in the amount of $431.99 for damaged items she incurred.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

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

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

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

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

They need to learn to communicate with their customers better.

Business

Response:

May 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On August 31st, I checked out a UHaul in Brighton Ma. (A 14 foot truck, when I requested a 17 foot truck, and no furniture pads that I had requested 2 months earlier) I packed up my and my boyfriend belongings in the truck and unpacked them on September 1 and the Uhaul was returned to Uhaul in Somerville, located at 151 Linwood St. On September 4th, I received an email from Uhaul with a receipt that has me checking in my Uhaul on September 4th in Edison NJ with a charge of $220.89. It appears that the Somerville location did not properly check in my Uhaul before renting it out again. I called Uhaul on September 4th and was told someone would call me back. I called Uhaul on September 5th and no one could figure out why this happened and was giving the regional managers name, Ramone, and his phone number to call him. (His phone number is 800-344-2212) I called Ramone on September 6th and left him a message because I was told he was out of the office. On September 7th, I called again and left him a message, still with no one calling me back. I have filed a dispute with my credit card company over these charges.Desired Settlement: I am requesting that Uhaul reverse these charges and someone from a corporate office calls me to explain how this could have happened. I am also requesting a partial refund of $150 for getting the wrong size truck and not the equipment that I requested and for wasting 4 days calling a company that does not have enough courtesy to call a customer back.

Business

Response:

September 14, 2012

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

Ms. Maria Nadeau, our Executive Assistant for the U-Haul Company of Boston, followed up on the information Ms. [redacted] provided. She informed our office our Traffic Manager left a message for Ms. [redacted] requesting a return call. It is believed there was some kind of mix up and the truck was given by mistake to another customer that had a different truck and Ms. [redacted]'s contract did not get closed out. A refund for $220.89 was issued back to Ms. [redacted]'s Master Card account and should post on her next credit card statement. Our Traffic Manager, Mr. Ramon Mojica, will go over everything with Ms. [redacted] when he speaks to her.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 searched for uhaul on google maps and found the location (S. Prince street in lacaster city) that would work the best for my husband based on where the people were located that he was hired to move. I called the number ([redacted]) and a lady answered and said that if I wanted to rent a truck I had to call a different number (that seemed like a cell phone number). so I called that number and a man answered. he was very nice and helpful and helped me reserve a truck for the next day. I gave him all my credit card information over the phone. I told him that my husband would be coming between 12 and 1 the next day and he told me that I should just have my husband call that phone number on his way there to confirm. I called the next morning just letting him know it would be 1pm and he said that is fine. My husband called on his way there and it just went to a voicemail that said the person has a voicemail that is not set up yet. I tried and got the same thing. my husband got to the address we had ([redacted] S prince st, [redacted], PA) and there was not a Uhaul in site! Since he had a deadline to be at a customer's house to move them he didn't know what to do. we kept calling the man's number we were given but we got that same message. So I had [redacted] call that first number and it was then that he found out that they were actually located about 20 minutes away on the opposite side of town and they did not even have a truck there for us. They told us that the truck was reserved for us in East Petersburg. We didn't ask for a truck in east pete and no one ever told us it was in east pete. They were pretty rude to my husband to be honest. When he got there they acted like we were crazy. had no idea who this person was that we were talking with and made the reservation through. My husband said it was messy and unprofessional there. He asked to speak with the manager. I was on the phone with my husband as the manager came out and said very rudely "you don't have to rent from us!". Well at that point, being very late for our customers, we didn't have a choice. He had to wait a long time but they finally got a truck for him. Being an hour and a half late for his customer, the clients were very unhappy. I called the main company for uhaul and spoke with someone who was very understanding. I told him that we really wanted to offer a discount to our customers for this unfortunate mishap and so the man said he would issue us a $60 refund to our card. I was satisfied and contacted my husband right away to let me know that we could give our customers $60 off. A few days later I received a phone call from a supervisor/manager at uhaul saying that they cannot offer a refund but will give us credit toward using uhaul again. We had already decided we could not use uhaul anymore. It cost us more than just money, but our time. On top of this, our credit card was used fraudulently right at this time too and it had to be closed and reopened. There is no evidence that it was this mystery man who took our cc information via his cell phone, but it was very sketchy business practices if you ask me. I insisted we should get the refund since we gave the $60 discount already based on a verbal promise given to us. He refused.Desired Settlement: at least the $60 refund I have requested, and possibly more for all that we went through

Business

Response:

March 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Harrisburg regional office, followed up on the information Ms. [redacted] provided and advised our office Ms. [redacted] was contacted and her concerns were addressed. Ms. [redacted] was informed that a refund for the full amount of the rental in the amount of $60.20 will be issued back to her [redacted] card account and 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 contacted the company for general information and was given a price. I told them I would call back when I had a hard date. When this day came my wife called to make a reservation. She was told that the price was $119. When I arrived to pick up the truck the day of my move I was told that the actual cost was $215 (base price). I had no option at that point and continued to use their service. The person I talked with at the counter said that if I had a problem to take it up with headquarters (This was purchased in Grand Rapids Michigan but is not listed on your list). Neither my wife or I were ever sent an e mail or any information regarding the reservation or quote. I called twice after I turned in the vehicle but was told each time that there was nobody there that could really help me and that I should call back at a later date. I was also told that they could find no quote, yet they had reserved the truck under my phone number when I arrived to pick it up. The second time I called headquarters I was told that they had already looked into it and couldn't find any information relating to the quote. I was also given the wrong hardware (dolly), but this is a minor issue compared to the one described. I have no faith in this company. They didn't care about overcharging me and they didn't care about resolving the problem. They got their money and that is all they seem to care about.Desired Settlement: I would like the difference in price between what I was quoted and charged refunded.

Business

Response:

May 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted], addressed his concerns and offered his apology for the inconvenience he experienced. Mr. [redacted] mentioned he believes the misunderstanding about the $119 was that the miles allowed on the rental was 119 miles. The rate quote was for $179 but Mr. [redacted] was charged $215. Mr. [redacted] advised Mr. [redacted] of a refund for the difference of $36.00.

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 made a reservation for a booking from Friday Aug. 17 to Sunday Aug. 19 for a trailer. In the email I received it advised I was going to be called by someone to confirm where I could pick up my trailer. I had to call myself, 3 times, before anyone was able to help me. I was not told where I could pick up the trailer until the day prior when I made the booking a week in advance (Aug.9). When I went to pick up the trailer on the morning of my booking I was told I could have it until 2pm the same day. I called customer service to file a complaint and after speaking with one woman she put me on hold for 30 minutes before I was transferred to another woman who then told me to call back in an hour and hung up on me. I tried calling again and was told I was being transferred to management, I was transferred twice before I was again, hung up on.Desired Settlement: An explanation by management, this cost me time at work and resulted in wasted time over my weekend.

Business

Response:

September 5, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and explained our on-line reservation procedures. They both viewed Ms. [redacted]' reservation on-line at the same time and Ms. [redacted] provided an explanation to some concerns Ms. [redacted] expressed.

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: U-Haul Rented me a DAMAGED TRUCK. They did not let me inspect the truck prior to leaving. The day after returning the truck I was contacted by the "manager" [redacted] who accused me of damaging the truck and then proceeded to lie and change his story several times regarding this issue including falsifying my statements to him on U-Haul forms (I can only imagine what he must have said in person to his managers), as well as when he contacted me and what was said.Desired Settlement: I would like a full refund and a written apology.

Business

Response:

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Dr. [redacted] provided. He informed our office a refund for the damage charges will be issued back to Dr. [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

Review: I am submitting this complaint to express my anger and frustration at the stress and hardship imposed on my family members by U-Haul in order to fulfill a service that I had paid U-Haul for. On 12 Jun 2013, I placed an order for (2) U-Boxes to be delivered from Grand Forks, ND (U-Haul of Grand Forks, [redacted] Branch) to my home address of Daly City, CA. My order is #[redacted]. My order specified that the U-Box Pods would be shipped to my home and that my family would be contacted to schedule a date/time for delivery. This was not the case when the boxes had arrived in mid July 13, at the U-Haul in San Francisco station - U-Haul Moving and Storage at Candlestick #[redacted]. After repeated messages left by my father ([redacted]) to store #[redacted] to inquire on the delivery date of the U-Boxes, he was finally called back by a store agent ([redacted]) and told that they had no drivers available to deliver the pods. He would then need to pick up the pods himself or rent a truck and move everything out of the pods and deliver my household goods to my family home on their own. Given no other options, my father then proceeded to rent a 14ft truck and (1) Appliance dolly from the U-Haul office #[redacted], as well as hire a freelance mover to help my father, mother, and brother with transporting all my furniture and possessions from the pods to the truck, and then deliver to my house. This was contrary to what was agreed upon per the service contract and order summary, and a difficulty that I had hoped to protect my family from by having the boxes delivered right in front of their doorstep. My parents are an elderly couple and should never have been put in that position. Desired Settlement: Due to the violation by U-Haul of the agreed upon service I had paid for, I asked for compensation for all expenses incurred by me and my family in carrying out the remainder of the order not accomplished by U-Haul, and 5% partial reimbursement of the U-Boxes shipping fee. Below is a list of the expenses: Moving Expenses (2) U-Boxes Shipping One Way shipping fee ------------$2,660.00 to $133.00 (1) Used Appliance Dolly-----------------------------------

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage at Candlestick, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:

Dear [redacted], With regards to your complaint filed on April 3, 2014 on Revdex.com, we have carefully reviewed all records related to your U-Box rental in June, 2013. We found the following notes on your account: "6/7/2013, U-Box reservation: customer was quoted a local delivery charge by truck of $409.61. (origin) Customer was quoted a one way rate of $2,600.00 for 2 U-Boxes to U-Haul Moving and Storage of Downtown San Francisco in San Francisco, CA. Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (destination)" I'd like to clarify the followings in regards to this matter: 1. Truck delivery service is only available at some U-Haul Centers. Since no local U-Box delivery service was available in San Francisco area during that time, your boxes could be offloaded on site(which your father did), or self-delivered. 2. You were charged $2,600 for the shipping from Fargo to San Francisco, but you were not charged for the truck delivery in San Francisco. 2. The delivery situation and alternative offloading process were explained to your father in detail via multiple phone conversations made by center personnel. I understand the frustration and stress one could encounter during move. Our goal is to make customers' move easier, and we did our best to help your father during the offloading process. As our appreciation to you as a valued cusotmer, we are glad to issue you a VIP of $200, which has been sent to you via email. In addtion, there was no violation in our company of the agreed contract with you; therefore, we reject the request for refund and/or reimbursement. Best regards, [redacted] GM

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 decided to accept the offer by the company. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Also, below is my final response to the company for their review:"U-Haul, Per your last e-mail above - "Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (Destination)" and after a discussion with the GM ([redacted]) of the U-Haul of Grand Forks, delivery to my home address was specified as part of my order and was supposed to have been executed free of additional charges. Despite your claims, there were no multiple phone calls with a explanation to my father of any delivery situation or alternative off-loading processes but instead a single phone call (after numerous messages left by him to your office) informing him that my boxes had arrived and that there "were no drivers available" to transport them to my home. He was then told that he would need to pick them up himself via trailer rental, truck rental, or by off-loading the contents to a POV on site. If he did not do this immediately, U-Haul would begin charging me storage fees everyday the pods remained at your store. I was deployed at the time and not available to tell my father that delivery was part of the order, so he decided he had no choice but to rent a vehicle (conveniently from your U-Haul store) and off-load my items with the help of my brother, mother, and a hired-hand. My parents are a elderly couple and the delivery was supposed to have spared them from the labor and hardship of moving 4,000 pds of household goods. I am busy trying to get my life back in order and do not wish to deal any longer with the lack of response or excuses by U-Haul directed at me as if I am at fault for something. Rather than generate more anguish and frustration from any further dealings with U-Haul, I have decided to take your offer even though it does not compensate for all the expenses I had incurred from this negative experience. Please understand that I will be informing my fellow Air Force and Active-Duty service members about the lack of support I was given in the hopes they avoid a company that takes such a negligent, indifferent behavior towards it's customers. I will not have any future transactions with U-Haul until your store and company reimburse me as requested."Thank you to the Revdex.com for the help in engaging U-Haul into some kind of compensation because I do not think they would have responded at all without your intervention. You are much appreciated.

Regards,

I made a reservation with UHAUL July 1st for a 14' truck and tow dolly for a small car for a one-way with a month of storage. I follow up July 24th with my drop off location to verify the information. The Ventura location says that they don't even offer Storage and rudely stated "Uhh who knows how you have that reservation, we don't got storage" So, I call the 1-800 number asking for help to change the drop off location so I can use my storage unit, so they change it to Northridge Storage, which is an hour away from Ventura. I am supposed to drop off my storage and then drive out of the way an hour to drop off the truck. After making a post on Facebook about my experience, a manager calls me and lets me know that they can offer me storage in Oxnard. I think that the situation has been solved until today, I received a call at 8 am letting me know that my truck/dolly isn't available for pickup tomorrow, they are overbooked. They continue to tell me that I can call a location about 30 minutes away to see if they have something, but the Dublin location I made a reservation at, has no trucks for me. I became very frustrated, as I am moving 400 miles away TOMORROW, with no truck now. I called the 1-800 GO UHAUL number and am continuously hung up on by managers and employees. If you go to their Facebook page, you will see thousands of posts of unhappy customers that were scammed and complain of horrible customer service. I would not recommend this company to my worst enemy. PLEASE follow up on these complaints and put an end to this experience that so many customers are experiencing.

Thank you.

Review: I have made resevervations for two trucks and this last time a trailer. The first two times were reserved on the website, and the final time was in person at the location. When I arrived at the location to get my trailer, it was not there. To make matters worse, the reservations were made with the manager of the location, and he assured me it would be there. The trailer was located at another location on the other side of town. We made a complaint with u-haul's customer service, where no follow up was made. The manager made ZERO effort to inform me about the trailer, just like the previous two other times.Desired Settlement: I want my trailer rental completely refunded. The company cost me hours of time tracking down a trailer that should have been at the location. Furthermore, this is the 3rd time in a row that this has happened. No effort from the manager at the location or any other employee for that matter. I had a hitch installed at the same location costing me over 300 dollars, then another 250.00 for the trailer. I want my 250.00 back for all the time that was lost, the gas I spent driving all over town.

Business

Response:

August 27, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of New Mexico, followed up on the information Mr. [redacted] provided. She informed our office she attempted to speak to Mr. [redacted] but reached his voice mail. She left a message explaining she was going to issue him a refund for the trailer rental fee in the amount of $293.65 back to his Master Card account. The credit should post on his next credit card statement.

As we value Mr. [redacted] as a customer, he was also sent a $25 VIP Certificate the beginning of August 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 and tape. We also sell permanent hitches, propane and locks.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The U-Haul location in Orange CT charge me two times what I should have been charged. I rented a truck on 4/5/2014 at $29/day and $.99 per mile. I drove the truck to only one location and back calculated at 50 miles for the entire trip. I returned the truck at the agreed upon time but the gentleman charged me for 93 miles, almost twice the mileage. I protested the mileage the following day and the gentle was rude and instited that I drove the truck a greater distance than I am reporting. I advised that I would call to file a complaint but he told me that nothing would result from it. I called customer service on 4/7/2014 and filed a complaint and I was told I would get a response within 72 hours and as of 4p on 4/10/14, I have not heard anything back from them. As it turns out, the gentleman at the U-Haul location in Orange CT was correct that my complaint would fall on deaf ears.Desired Settlement: I am requesting that U-Haul refund me the $45 I was overcharged. I don' [redacted] good business to overcharge your customers and don't respond to their complaints.

Business

Response:

April 11, 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 Connecticut regional office, followed up on the information Mr. [redacted] provided. She informed our office she left Mr. [redacted] a detailed message explaining she had issued a refund for $50 back to his [redacted] account for the mileage fee with tax. 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:

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

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

Regards,

Review: I had the worst experience moving with Uhaul. Would give 0 stars if I could. I was lied to by two employees and ripped off by $150.

I asked Uhaul if I should do a one-way drop off from BK to Pennsylvania, and Uhaul told me a round-trip would be cheaper (dropping the truck back off in BK). Even though that wasn't a convenient option, I agreed to save money and made a reservation online. When I got to the Uhaul at 40 remsen ave, I asked the employee working there which option was cheaper. Again, the employee said a round trip back to [redacted]. THEN, he offered me a discounted price per mile to bribe me to return the van to BK. I agreed, again, trying to save money.

When I got to the storage center in Pennsylvania, the employee there blatantly told me I was getting ripped off by about $150 and I should have been advised to drop the truck off in Pennsylvania. The PA employee actually printed me out a quote from Uhaul, which I still have, that gives a one-way drop off quote of $212.00

Furious, I returned to [redacted] to drop off the truck and confronted Uhaul. Uhaul admitted they gave me misinformation, and the woman working said she would contact her manager so he could revise my contract for a lower price. Satisfied, I left and waited for the call.

THEN, I get a call from the Uhaul manager (named [redacted]) who was very rude, and told me I had no proof that I was given misinformation and that if I really had a problem, I could call corporate and would be given a $100 credit toward my next move. Furious, I called corporate, and they called [redacted]. Corporate called me back and told me [redacted] said I was fabricating the $100 credit and said they could only give me a $50 credit toward my next move.

I was lied to and cheated by Uhaul. I will never be using this company again.

ALSO: I waited over an hour to pick up the truck in the first place. My reservation was for 3:15pm and I got the truck at 4:15pmDesired Settlement: I want the $150 back that I was cheated out of by Uhaul.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], Senior Staff for our [redacted], [redacted], [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She advised her of a refund for the difference that was paid in the amount of $92.75 that was issued back to her [redacted] account. The credit should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On January 17th, 2015 I rented a truck from Uhaul for a one way move from [redacted], ** to [redacted], **. On pickup of the truck I was given the contract to sign and then given the keys to the truck. I proceeded to take a picture of the amount of gas in the truck and the milage. Upon arrival into [redacted] I was given the drop off location of the "shop n Snack" in the community of [redacted]. I drove the truck there to return it when I got there I was told it was no longer a uhaul location. I proceeded to call uhaul for a new drop off location. So at this point I am given the new drooff location in the community of [redacted]. After having almost an hour of my day wasted while trying to move because of there mistake. Before giving the truck back I took another photo of the gas and milage as I wanted to make sure they didn't charge me for extra for gas or milage that I did not use. After handing over they keys to the truck I get home to find they emailed me a bill for $12.09 for gas that I did not use. At this point I was upset they have wasted my time and charged me extra for something I never used so I proceeded to call them to resolve the issue after talk with a woman for about half an hour she stated that she was not able to resolve the issue and had sent the information to the department to deal with resolutions and they would call me within 72 hours. I wanted to have the issue debt with sooner so asked to speak to here supervisor which was when I was hung up on. I decided to not call back and waste more of my time as they were going to call me within 72 hours but in the end I never received a call. I then decided that to email them with the issue again the find a resolution but once again received no reply whatsoever. The amount of disrespect and terrible customer service is unbelievable.Desired Settlement: My desired outcome is that I am refunded the $12.09 and given a formal apology for my time wasted and being so poorly treated.

Business

Response:

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Bird.

Our records indicate a refund for the requested amount of $12.09 was issued back to Mr. [redacted] account on January 21st. The refund should post on his next credit card statement if not already.

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 reserve a truck online using my credit card Reservation [redacted] for my move from Staten Island to Albany "3 Hours far" on Saturday 3/29/2013. The truck should be 17" size and the pickup should be from Richmond Service Station [redacted] which was walking distance to my home.

The reservation done over a week before the moving date.

I get a call from U-Haul on Friday 3/28/2013 that the truck 17" is not available and my only choice was to get a smaller truck 14" that was not good enough for my move and also the only location that I can pickup from is at [redacted] that was ½ an hour far from my old location.

When they call me on Friday 3/28/2013 I was already in my way from Albany to Staten Island with no internet access since I was preparing for my move. So I stuck with them and has to take anything they offer which really was very very hard situation for me. I keep calling them try to find the 17” truck that I already reserve or bigger one with my credit card but was out of luck.

Because of this inconvenience situation I have to take a taxi to pickup this truck, not only that I have to reserve another Van U-Haul Contract [redacted] from Albany next day to pickup what left over from this move, which I pay $178.76 + 3 hours driving each way for total of 6 hours + $75 GAS.

I try to contact U-Haul and they offer me $50 as a credit for my next move, which I don’t know how anyone that already move can use again ???Desired Settlement: Should get a refund for my second Van $178.76 that I reserved through them

+ $75 GAS

+ an apology for all the inconvince that I face including the extra 6 hours I have to drive.

Business

Response:

April 10, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the difficulties he encountered with his reservation and any inconvenience he experienced. She relayed that documentation shows that the day prior to his move he was offered a 6x12 trailer with the 14' truck but he declined the offer. In the interest of customer good faith, she issued him a VIP Certificate for $50 along with a refund for the $50 Reservation Guarantee Fee. The refund was issued back to his credit card and should post on his next credit card statement. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

[ Yes I just got a $50 dollar refund on my credit card but I don't think this is enough.

For the $50 Certificate is no use to me since I will not plan to move within the next 2 yeras.

Regarding the offer to give me 14' truck with a 6X12 trailer, I only drive regular car and to drive a truck was big challenge to me, and I was really afraid to drive a 2 piece car that is why I didn’t take this offer also put in consideration the trouble any one has was the move by itself, and that is why I reserve everything in advance to make my move smooth with no issue.

Also I mention to [redacted] before that while I was in the store they have a truck 22” that I ask to get it but they say that it is already reserved.

Because of this issue I pay much more money and spend a lot of hours driving and I don’t think the $50 is enough to resolve this matter. ]

Regards,

Business

Response:

April 18, 2013

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

Mr. [redacted], our President for the U-Haul Company fo [redacted], reviewed the information Mr. [redacted] provided. He informed our office a supplement refund was issued to Mr. [redacted] in the amount of $203.76 to equal a full refund of the rental plus fuel. The refund was issued back to Mr. [redacted]’s [redacted] account and 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

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 husband and I rented a U-Haul to on Sunday August 31st and scheduled to return the U-Haul back to the pick up location. However as the day progressed we knew that we would not be able to return the rental in the same town we picked it up from. I then called the rental office and talked to a women named [redacted] to confirm that we could drop it off at a different location and I was told the rental charges would go from, the original, $40 to $90 because of the different location for drop off. Understanding the increased ($90) charge we went ahead and dropped of the vehicle at the new location.

After U-Haul charged my account I then realized that the total charges were $231 and not $90 like I was told. A total of $141 more than what they had said would be charged to our account. Of course I contacted U-Haul right away only to get the run around of who I need to speak with and no one seemed to remember anything about me calling to get an approval. I was also told when I called that the conversation was being recorded but (conveniently) the recording was "miss-placed" and they cannot confirm what they told me. I then tried contacting the regional managers office only to (again) be shuffled around to 5 different people and then ultimately "disconnected". I am completely fed up with trying to get this error fixed and U-Haul does not want to help. As someone who has frequently used U-Haul, and always been pleased, I can assure that this will be the last time I or anyone in my family uses U-Haul unless the issue is resolved.Desired Settlement: I want the $141 refunded back to my account seeing that the rental agent told me it would only be $90 and because the charges are unauthorized.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message requesting a return call. Ms. Andia pulled the call from our Contact Center and relayed that our CSR stated to drop off at location would be an additional $90, not a total of $90. She also issued a refund for $71.56 for the difference in price of what Ms. [redacted] was charged and what our CSR quoted.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

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message requesting a return call. Ms. [redacted] pulled the call from our Contact Center and relayed that our CSR stated to drop off at location would be an additional $90, not a total of $90. She also issued a refund for $71.56 for the difference in price of what Ms. [redacted] was charged and what our CSR quoted.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: This is the second time that I have had contracted services dis-honored by U-Haul. In August 2012 in [redacted] I reserved a U-Haul for a move that I was making a few weeks prior to my move date, provided my credit card information and received confirmation that this reservation was confirmed. My reservation on this date was [redacted]. On the day prior to my move I was informed visa email that U-Haul had overbooked and was not able to honor my request and was going to compensate me with a $50.00 credit to the card the funds had originally been held on. This $50.00 credit did not make a dent in the $500.00 fee I had to pay to hire a last minute full size moving van which was the only available truck to assist me with a move on the day before the busiest moving day of the year in [redacted].

On the last week of August of this year (2014), I decided to try U-Haul again and ended up hiring a 5'x 8' utility trailer to move my belongings in [redacted]. Reservation number [redacted]. After I had this reserved, I was advised that I would have the location of pickup confirmed by email within 24 hours by email. When this was received it indicated that it was not available at the location I had requested or the exact time I had requested, so I had to call to confirm within 24 hours. When I called to confirm, I spoke with a representative named [redacted], who helped me change the pickup time from 9am on the morning of the move, to noon on the morning of the move, until noon the following day (24 hours rental). I specifically explained my last ordeal with U-Haul to [redacted], and asked her to confirm that this was 100% available for my move for this 24 hour period, and to confirm that I was guaranteed this would not be overbooked.

On the day of my move, I called U-Haul to confirm that my trailer was ready around 2:45pm, and at this time was told that it was not available, because after an hour of the "scheduled pickup time" they have full capacity to give it away. The lady that I spoke with at the pick up location had the audacity to argue with me and tell me it was my fault I had no moving equipment and advised they might charge me a $50.00 cancellation fee.

At no point during my discussion with any of the multiple customer service representatives I spoke with, was I advised that they are within right to give the trailer away if I didn't call to say I would not be there at noon for pickup, even when I confirmed with each and every one of them that I had this for a full 24 hours period. [redacted] who initially broke this news to me accused me of not reading my emails and ignoring the fine print, but even after I went back and re-read every single one of the confirmation email, there was not any indication that this had to be re-iterated to any employee if I did not pick it up at the beginning of my rental period, even in the fine print.

This resulted in my having to call family members living 300km in one direction away ([redacted]) to drive to [redacted] this same day with a vehicle equipped to complete my move, as I had to vacate my apartment by end of day, and then drive back the same day to report for work the following day.

I escalated this to customer service and was offered zero compensation, and absolutely no sense of compassion for the situation at hand.Desired Settlement: I am seeking compensation for the cost of fuel for my family members to haul a trailer a total of 600km from [redacted] to [redacted] and back to complete my move for me, totaling over $250.00. I am seeking compensation for $200.00 from U-Haul for the out of pocket unexpected expense this incurred for me to reimburse them for the cost of gas for this trip.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] to offer her apology and discuss her concerns. She explained, although Ms. [redacted] arrived late to secure the U-Haul equipment, our U-Haul staff should have made an attempt to contact her and ask if she still needed the equipment for her move before renting it to another customer. In an effort to show customer good faith, Ms. [redacted] issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee. The refund was issued by check and should be received 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,[redacted]Executive AssistantU-Haul International

Review: First of all to give you a setting, it was 109 degrees in [redacted] the day I rented a truck from U haul, approx. 11:30am.I lived about 30 miles from the pick up point. I got the truck and left, I was in traffic from the airforce base. And the air conditioner did not work.I was about 15 miles out when I realized the air was completely out.I called the 800 number given for service of the vehicles. When I called I was told I had to take the vehicle to [redacted] which was another 30 miles, in the hot weather. I told them I would not take it that far, it was too hot. They told me the only way I could have a truck was to take it to OKC. I then turned around to take the truck back to the rental agency. The brakes went out on the truck. I called back to the 800 service number. I was told to take it on into the rental place. 30 miles away. At that point I feel the truck was dangerous. I was told if I left it on the side of the road they would file charges on me.I got the uhaul to the CLOSEST uhaul rental agency I could find. Then then called the rental agent I had driven from. It was a good 15 miles away in city traffic.Needless to say, I was drenched in sweat at that point. The uhaul renter in [redacted] told the renter I had stopped at that I HAD to drive the truck to their facility. I refused, it was unsafe.I sat in that office for 2 hours waiting on them to make a decision. Finally the person working in the office took me to the [redacted] location. They did give me another truck that was the same size. They didn't say sorry, kiss my rearend. Just here's your truck. The second truck that we took had bald tires. It was just as dangerous. I have photos of the tires.I was then given 48 hours from the first time of rental to load the truck and get to my destination, 180 miles away, unload and return the truck.This is the WORST customer servce I have ever encountered. I had reservations for the truck. I didn't just walk in wanting a truck. The vehicle should have been ready.Desired Settlement: At least part of my money back. I wasted 5 hours on their vehicle. My time is as valuable as their rental trucks time. I ended up leaving my home after midnight because of their negligence.As far as health issues go. I am disabled and could have had a heat stroke before I got their truck back.

Business

Response:

August 21, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Oklahoma City, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email in response expressing his apology for the experience she had with her U-Haul rental from [redacted], OK to [redacted], TX on August 5, 2012 and that corrective action would be taken to prevent the situation from happening again. Mr. [redacted] explained that since Ms. [redacted] did not receive the equipment in the condition she deserved, he is refunding the full amount of $305.52 back to her Master Card account. The credit should post on her next credit card statement. He included his telephone number if Ms. [redacted] wished to reach him.

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