J.R.J. Tara Corporation

Review: I recently rented a truck from Uhaul.com contract #[redacted] on January 4, 2014. I prepaid the entire amount upfront and drive approximately 31 miles. Before returning to agreed drop off location after placing $20 in fuel at $3.19 per a gallon equaling 6.25 gallons. The truck did not sit running to waste fuel on my watch. These trucks are regulated to get between 9-11 miles per gallon. I presented this over the phone with a representative which waived the charges. One week later U-Haul debited from my account without permission the charge of $75. I contacted U-Haul and was told it would be corrected. I gave 3 days and contacted my bank and had the charges reversed. I have received no further contact until 2/19/2014 when I have been contacted by a collection agency. I am very twisted about this whole matter. If I actually owed the money it would have been paidDesired Settlement: U-Haul should be ashamed of this practice. I would like the collection agency to be removed and the matter resolved along with a letter for my records that it has been corrected a verbal agreement has already been breached and now I want this in writing for my future protection due to the fact I do not trust U-Haul no longer

Business

Response:

February 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Orlando regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and resolved his concerns. The overtime note has been cleared from our billing department.

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 booked a U-Haul coming from [redacted] just outside of [redacted] where I recently moved from going to [redacted]. The problem is the U-Haul location in [redacted] gave my truck to someone else and had no more available therefore they told me I had to go to [redacted] which is over an hour drive in the opposite direction from where I was moving to! They don't want to compensate for my gas even though it was their mistake!! I had to get up extra early as well on move day because of their mistake, at 5:30am, which I would of been able to sleep longer if it was where it should of been originally in [redacted]! I will take the charges for the rental truck, but I would like to be compensated for all of my gas due to the inconvenience and lack of customer service!! They were suppose to settle and never called back, I had to call them to find out they wouldn't do anything for me!! I figured it out and the total charges in gas is $103.00 with the U-Haul and my car combined. That is what I would like compensated back on the master card provided at time of reservation. Thanks for your time and consideration with this matter.

Sincerely, [redacted]Desired Settlement: I would like the master card provided at time of reservation reimbursed for $103.00.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Although we strive for 100% satisfaction when providing the requested equiopment at a preferred location, there are times we may need to schedule the pick up at an alternate location. Having to schedule an alternate location can be due to various reasons such as the previous customer dropping at a different location, keeping the equipment longer or equipment malfunction, just to name a few. When we can not schedule a pick up at the preferred location, we try and provide equipment at the nearest location possible. Ms. [redacted] was provided with an extra day and extra km’s to complete her move, however, monetary reimbursement will not be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We booked a Uhaul from July 1st to 3rd. We picked it up at Blackfoot location, drove to our P[redacted] home, then to and from our new home in [redacted], and from the new home back to the gas station & back to blackfoot location to drop off. We were done with the vehicle a day early, and returned the truck on the 2nd. The worker asked if our card was on file, and we said yes, and that was all we had to do and went home. We expected to receive a credit for dropping the vehicle off a day early, but instead we received a shocking invoice in our inbox. The invoice said we dropped the vehicle off on July 5th and that we drove 366kms on it! The distance from the pickup location, between our new and old home, and dropping it off is no more than 78kms. The invoice is in miles. It says we drove 228 miles, and we drove approximately 49 miles (according to our route on google maps). at the rate on the invoice of 1.11 per mile, we were overcharged $208.97 including GST. We phoned Uhaul 3 times regarding this. Each time we were told it would be looked into and someone would be in touch with us within a few days. We waited it out each time before calling again and never got any reply. We have a fuel receipt indicating $29 worth of gas to fill up the uhaul and the date for that. By looking at the receipt you can see the number of days for the rental of the dolly does not line up with the pickup & return dates.Desired Settlement: We would like a refund of $208.97 because we dropped the truck off July 2nd not the 5th like the invoice says, and we only drove 78kms on it, not 366kms/228.3 miles like the invoice says.

Business

Response:

August 21, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Mr. [redacted] provided. She informed our office she did in fact find a discrepancy in the mileage on the truck Mr. [redacted] rented. She contacted Mr. [redacted] and advised him of a refund for $226.58 to cover the extra day charge and extra mileage fees. The refund was issued back to Mr. [redacted]'s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: July 22, 2014

To whom it make concern:

Even though this will be most painful, I feel the need to share my recent experience with U-Haul Fort Collins.

I had arranged for my son’s belongings from his dorm room at Colorado State University to be stored at U-Haul for approximately one month between May and June. His plan was to move into an apartment close to campus in June. I traveled from the UK and his brother traveled from Florida to assist with his move. Since I knew that we would only have a few days to get him moved in, I had arranged for the delivery of his U-Box on June 17 immediately upon our arrival. I spoke with U-Haul several times prior to this date (from the UK) to assure that the delivery would be made on this date. Each time that I spoke with them, I had the feeling that they did not check their system to assure that this delivery would be made because the person I spoke with (a different person each time) immediately just said, “Yes, it’s all setup.”

We waited on June 17 until an hour past the delivery time and then began to call the U-Haul Fort Collins store to find out why the delivery was late. We left several messages at this time, none of which were returned to us. Our next course of action was to drive to the U-Haul store. Upon arrival at the store, we found both the General Manager and the Regional President there. The Regional President asked the General Manager about the box and she stated that she was fully aware of the box and that she knew the box number and the name on it. She told us that she had sent the U-Box to Longmont for storage. She thought we wanted to store it long term until August. I’m not sure why she would have thought that since I had been speaking with them for the past three weeks about the delivery for June 17. At this time the Regional President got the Longmont delivery person on the phone and asked for me to speak with him. I arranged a new delivery time for 10:00 the next morning. This had caused us to lose a day from our tight moving schedule, but it was still doable. We were actually relieved that he had the box and would deliver it the next day.

The next morning a similar situation occurred. We waited until 10:45, 45 minutes past the delivery time, to start calling the U-Haul Store to find out when the U-Box would be delivered. Since no one picked up the phone, we were forced to leave messages, none of which were returned. I finally called the delivery person in Longmont directly. He informed me that he didn’t have the box there and he didn’t know where the box was. We began calling U-Haul Fort Collins again with no response, so we were forced to drive to the store to speak with them. When we arrived at the store, we were told that they were looking for the box and assured us that it was at the Fort Collins store somewhere.

This story could go on and on for pages and pages describing the torture that we were put through over the next two days, but to make a long story short and less painful, I will just say that we were treated very poorly by the employees, the General Manager, and the Regional President of U-Haul Fort Collins. The General Manager gave us many different stories over the next few days about the where-abouts of my son’s U-Box. One story was that the tag must have fallen off, but they would find it. Another story was that maybe it was sent to Oregon. They took a copy of my son’s key so that they could check each and every box in Fort Collins and Longmont. This search cost us yet another full day because we were not informed at all that the search was completed by 9:30 that morning. We were literally waiting by the phone for a call from them to let us know if they had found it or not. The call never came, so I finally called again at 4:00 that afternoon. We were simply told that the box had not been found. I called to speak directly to the delivery person at Longmont and was told that his search was completed at 9:30 that morning. I’m not sure why the General Manager could not have called me at that time instead of waiting for me to call resulting in another day lost. How a company of this caliber can let this happen, I’m not sure.

To put this in perspective, I will tell you that this box contained all my son’s possessions because unlike some of his friends who had a home somewhere else in the States to leave most of their things, he did not. My husband and I moved to the UK for a job just before he left for college which forced him to take many items to school with him that he normally would have left at home. Many of these items are understandably irreplaceable.

Each time that we were given a different story of where his U-Box might be, we were also given the number of someone else to call. I was handed at least four different phone numbers of people to call to search for my son’s missing items. I couldn’t understand why I, as the customer, was being asked to make these calls instead of the employees of the company that lost our stuff. All these numbers were for U-Haul employees in one area or another.

We were running out of time. I finally asked if we could replace some of the items and be reimbursed. The General Manager at this time told me that she had checked with her manger and was given the OK for us to purchase any items that my son would need. I told her that he had lots of electronics to be replaced and asked if this would be a problem. She assured me that it would not be a problem and that all I needed to do was to bring in the receipts and she would write me a check. I had my doubts that this would actually happen this easily, so I reminded her that we would be buying electronics like a laptop, printer, gaming system, etc. She said that it would be no problem.

I could see that we would not have enough time to get all the shopping done that we needed to do over the next couple of days, so I extended my trip for two extra days. This cost me two extra days of hotel bills, but I wasn’t concerned about that at this time. I just needed to get my son set up in his apartment before I could leave. We shopped over the next few days to replace what we could. Obviously, we were not able to replace even half of his belongings. Due to seasonal shopping, we were not able to even shop for his winter gear which he will definitely need in Colorado. This is an expense that we will have to bear since we were not able to get it in time to submit for reimbursement.

After our mad shopping experience, we took the receipts to the store as instructed, and had yet another horrible experience. First of all, the General Manager took the receipts back to copy them. This took 45 minutes. During this time, we witnessed a U-Haul employee wreak a customer’s car, overheard a customer complaining about a hitch that was installed incorrectly, and spoke with another customer that had a similar experience with a U-Box loss. We simply couldn’t believe everything that was going on here. My son said that you couldn’t even make this stuff up because no one would believe it. The General Manager finally came back to the front of the store where we could see her and then proceeded to ignore us for another 15 minutes. My son finally went up to ask her about our check and she then tells us, that she can only approve $500 and since our receipts totaled over the $500, we will have to submit a claim. I’m not sure how I was supposed to replace a laptop alone for $500. The cherry on top was when she slid a piece of paper towards me and told me to call this number. I couldn’t believe my ears, so I asked her to clarify that I, as the customer, was to call and take care of this claim. She said, “yes, but we will help you through this process, just as we have been helping you find the U-Box”.

This trip to Colorado was planned as a vacation for myself and my two sons. It turned into a nightmare which I am still living. I am still dealing with the insurance regarding the claim which has been delayed due to the unresponsive nature of the Fort Collins U-Haul store. The insurance claim agent informed me that she had been trying to get a copy of my receipts from the store for two weeks when she finally gave up and called me for the copies.

I would highly recommend that the U-Haul Fort Collins store train their employees on customer service. We were never once told that they were sorry for this mistake. This was a very emotional loss for us and we felt that they could have cared less for THEIR mistake. The U-Haul Company must have a logistics system in place to have become the reputable company that they are. I would also recommend that their employees be trained on this system.

I would assume that U-Haul has stores in other locations that are reputable stores with highly trained employees; however, the overwhelmingly negative attitude and lack of professionalism demonstrated by the employees at the Fort Collins location will prevent me from recommending U-Haul to any of my family and friends.

Update:

UHaul did find my son’s UBox and delivered it to him two months late. He now has duplicates of most of his electronics and other items. Since he doesn’t have room for everything in his apartment, we will need to sale or, heaven forbid, store items now. Needless to say, we will not be using UHaul for the storage.

UHaul has denied our claim for the replacement of his items.Desired Settlement: I would like to receive at least half of the claim amount. The total claim amount was $6,631.90.

Business

Response:

December 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Northwest Colorado and Wyoming Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s concerns were resolved in September. She requested we purchase $6,000 worth of electronics she said were stored in the U-Box. Pictures were taken of the contents of the U-Box and no electronics were seen. Mr. [redacted] mentioned that only a futon, a couple of cardboard boxes and a plastic tub were stored. Mr. [redacted]’s office contacted Ms. [redacted] at that time and issued her a refund for all her storage fees, $250 for the inconvenience and free deliver of her items. No further refund will be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I believe that Mr. [redacted] must have looked into the wrong UBox if all that was seen was a futon, a few cardboard boxes, and a tub. First of all, my son does not own a futon. Secondly, his electronics and other items were wrapped in clothes for protection and stored in boxes. My son had many other items that Mr. [redacted] did not mention, so I'm wondering if he is thinking of a different UBox. We only replaced items that were stored in the UBox. I am not the type of person to try to "get away" with anything. I am an honest person and I just expect UHaul to be honest as well. I am only asking that they refund half of our expenses. This incident was a huge inconvenience to myself and my son and one that we will always look back on with regret that we didn't choose a different company to store his belongings.

Regards,

Business

Response:

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from Ms. [redacted]. He advised our office his decision in the matter remains the same. His office paid for all of her storage time, $250 for inconvenience she experienced and her box was delivered for free. She received all her items that she had stored in the box and her box was in a warehouse the whole time. The electronics she purchased and is asking to be reimbursed for were not in her U-Box and reimbursement for these electronics will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Despite my multiple efforts to confirm and verify everything was okay with dropping off a trailer at a different location, I was accused of setting out to try to cheat the company which is simply insulting given the flow of events. I rented a trailer from one location, called during my allotted reservation time to ask if I can drop if off at a different location, was assured I can over the phone then charged $205 in late fees a few days later.

The fact that I was met with hostility despite my multiple efforts to confirm and verify everything was correct, not to mention being accused of trying to cheat the company is simply insulting.Desired Settlement: Understand the situation and flow of events correctly, refund the late fees I was charged and verify the quality of the customer service representatives they employ. An apology for my treatment would be an added bonus.

Business

Response:

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. He informed our office he sent [redacted] an email offering his apology for the inconvenience he experienced and explained he did sign a contract agreeing to return the trailer he rented to the same location he rented from. Because [redacted] took the trailer one-way, he is responsible for the one-way rate. In the interest of customer good faith, [redacted] issued a refund for $125 as an adjustment back to [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. The business has followed up on my complaint and I consider this case closed to my satisfaction.Thank you for your help with this complaint.

Regards,

Review: I ordered a U-Box from UHaul and picked it up (and returned it for shipping) on 6/12. As per their confirmation email to me, it was GUARANTEED to arrive at it's final destination in Torrance, CA on 6/22. It did not arrive until 6/26.

At my original choice for the UBox destination, in North Long Beach, CA, I was informed by their UBox representative that it would be no problem to just get the UBox sent there instead, as it was much more convenient to me and, as it turned out, UHaul. I kept in touch with her for several days and she then told me she had tried to speak to the shipping department. She said the shipping department had told her there was no way to change the destination without calling the (undisclosed to me) third party shipping company. Then they told her they couldn’t do that as they didn’t have a working telephone number for the shipping company.

During this time, I was emailed by UHaul’s automated system, letting me know my UBox was delayed.

It apparently arrived today, and the regional office was nice enough to transport it to the location of my choice, where I will pick it up tomorrow.

During all this extra wait time, I have had to stay in a hotel- 4 days longer than I planned and budgeted for. In addition, I am blown away hearing that not only was I not informed a third party had my stuff, that they were 4 days behind schedule, but also that UHaul had no working number for them?!

Every call I have made to UHaul, be it a specific location, regional office, or corporate headquarters has been handed off when I ask about getting a partial refund. Every person directs me to call another office. When I was finally able to get in touch with the originating Madison, WI office, the person I spoke with was incredibly rude to me as said flat out "I see it was shipped late. That's how it goes. I'm not giving you anything." I called corporate, after speaking to this man (His name is [redacted], by the way), I was told that I apparently threatened legal action so they won’t speak to me any longer? Seeing as how I never threatened legal action, I find this preposterous, and I challenge them to produce the recording I did so in, since they record all phone concersations.

UHaul has taken moving, an already stressful experience, and made it completely miserable. I have spent more than 7 hours on the phone with them, and can't get any resolution at all, and generally, receive nothing but insolence. All I am asking for is $150/night for my incurred extra hotel fees, $150 for non-disclosure of third-party shipping, and $150 for not having the proper information and handing everything I owe in the world off to someone without even having a contact number for them. This adds up to $900. I feel like this is a completely fair thing to ask for, especially when you take into consideration that I also had issues with my trailer and hitch reservations with UHaul, just days and weeks prior to this incident, as it was all preparation for the same move.Desired Settlement: 900.00

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Assistant GM for our U-Haul Moving and Storage at Verona Road, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and offered a refund for $300 due to the inconvenience she experienced.

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 appreciate UHaul finally owing up to their mistake, however, $300 does not even cover the hotel fees I incurred during the delay. They come out to a total of $596.00. At the absolute minimum, that is what UHaul needs to reimburse. Since they have already given me $300, I expect another $296.00 minimum. Again, this is merely my fees incurred and does not cover the outright lies, deception and utter rudeness from UHaul, or the 7+ hours I have spent on the phone trying to resolve this issue.

Regards,

Review: I rented a truck from u-haul in [redacted] on a trip to [redacted] on June 05, 2013. I left for [redacted] on June 06, 2013. After five minutes on the freeway, the check engine light came on as well as the oil change service light. About thirty minutes into my trip the rear right inside tire blew out. I contacted customer service and the rep insured me the mechanic would be there shortly to change the right tire and the left as well. After waiting forty minutes the mechanic arrived and only changed the right tire. When I asked the mechanic about changing the left he said he did know anything about the left tire.So I am back on the road and after about an hour, the rear left inside tire blows out. I notified customer service and was told again the service tech was on his way. Waiting one hour and forty minutes, the service tech finally showed. He removed the tire and took it with him to his shop,changed it and returned to put the tire on, total time three hours and ten minutes.Now I'm back on the road and after an hour of driving the front right tire blows out sending the truck out of control as it veered to the left right in the path of an eighteen wheeler who missed me by inches!!! Again I contacted customer service and was told the service rep will be there shortly. After being stranded for three hours, I called customer service to find out the arrival time of the technicians only to find out they could not locate me. After another two hours, [redacted] from [redacted]s tires called to get directions to where I was stranded only to find out he was coming from [redacted] and I was barely out of [redacted]

[redacted] continued to assist me asking me what happened and when I told him about the other blow outs he informed me that was not the way it was done and the first mechanic should have changed all four tires. [redacted] then dispatched another technician who was closer to me then he was who brought two new front tires. Now after twelve hours of waiting in 108 degree weather I was on my way to [redacted]. I am a reasonable man, but three blow outs that is too much!!! I paid $ 764.45 to rent a truck from a company who assured me their equipment was reliable and safe and U-HAUL did not fulfill that obligation. When I notified U-Haul corporation to file my complaint I was told a decision would be made in a couple of days. I informed U-Haul I wanted a full refund because of the inconvenience caused by U-Hauls equipment failure. After waiting a week and a half, I received a check for $200.00 dollars which to me is unacceptable!!!!Desired Settlement: A full refund of all monies due to neglect by U-Haul and its employees. The truck in question had to be inspected and signed off clearing it reliable and safe to drive, which it was not at all safe!!!

Business

Response:

July 2*, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she sent Mr. [redacted]an email offering her apology for the inconvenience he experienced. She noted that a refund for $200 was issued to him in mid June as an adjustment on his rental. His rental was completed with 6 days use of the truck. As we value Mr. [redacted]as a customer, Ms. [redacted] sent him a $150 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: My name is [redacted]. I sent a money order of $140.95 to the U-Haul place in [redacted],VA . They claim that they did not receive the money order $140.95. Its been 3 weeks already and they talk about if I don't pay for my storage in 14 days that they will put a lien and terminate my storage and I have to pay $50.00. I called them almost everyday to find out if they receive the money order. They said they didn't received the money order. I ask them for their fax number where I could send them a copy of the money order stub. They told me that they don't have a fax machine that I could send them a copy of the money order. They claim that's not proof if I send a copy of the money order stub. I told them I'm not paying a $30.00 late fee if I send the money order that was sent on 1st of November. They told me if the money order is lost that I have to pay another $140.95. I didn't have any problem for the last 3 months when they received my money order. Now all of a sudden I have a problem with this month. I be honest I believe somebody cash my money order. Maybe I'm wrong but I know this needs to be investigated. I called the post office told them the situation they said to fill out a form to track down the money order which will take 2 weeks or more which I don't have. I don't want my storage to be terminated or my things put out. I have very important things in my storage. I moved back to New York immediately because of a family issue. I left my things down there in their storage until I somebody to help me bring my things up. This been very stressful for the last 3 weeks not knowing where the money order just disappear too. I don't know what else to do I need your help. Thank You [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I need questions to be answer. Somebody is lying to me I'm getting the run around and I'm tired of this.

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Marilyn Campbell, our

Reservation Manager for the U-Haul Company of Tidewater located in

Portsmouth, VA, followed up on the information Ms. [redacted]

provided. She informed our office she verified with our Field

Manager that the money order was received 2 weeks after speaking with

Ms. [redacted] and in was applied to her storage account

immediately upon receipt. Late fees were waived as the postmark was

dated on the 1st of the month. Our Field Manager spoke to

Ms. [redacted]'s mother and assured her payment was received

and late fees were waived.

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

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Marilyn Campbell, our

Reservation Manager for the U-Haul Company of Tidewater located in

Portsmouth, VA, followed up on the information Ms. [redacted]

provided. She informed our office she verified with our Field

Manager that the money order was received 2 weeks after speaking with

Ms. [redacted] and in was applied to her storage account

immediately upon receipt. Late fees were waived as the postmark was

dated on the 1st of the month. Our Field Manager spoke to

Ms. [redacted]'s mother and assured her payment was received

and late fees were waived.

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

DO NOT USE THIS COMPANY!!! I had a reservation for weeks! I'm closing on my house, I HAVE to be out and they could not get me the truck as promised or any other size truck for that matter within 400 miles of me. Due to the short notice, I can't get one from any other company either. The inconvenience of this has put a tremendous burden on our family and now we have no where to turn. Do not risk being put in the situation I've been put in. Go with someone else!

Review: I rented a uhaul from the [redacted] office in [redacted]n Sept 2,2013 at 7:00 am and paid a total of $179.34, $120.00 in cash and $59.34 on my debit card. The truck was rented for a move from [redacted]h a 40 minute drive. I rented the 26 footer and fully loaded it with my furniture. Within 20 minutes of driving the truck on 271 north it started loosing exeleration on the freeway and had to be pulled over on to the burm. It would not exelerate and kept cutting off I had to contact roadside assistance and be stranded on [redacted] for over an hour for the busy labor day holiday. Roadside assitance should up abd looked over the vehicle and told me they couldnt do anything with on the freeway so they assisted me with driving on the burm to exit it off the freeway about 500 ft away. During that time it was very unsafe to drive kept cutting off and while I had my son in the truck with me. Once we finally got it to the [redacted] exit,roadside assistance told me that uhaul wold not tow the vehicle and that they would drive ehind me in their tow truck withtheir lights flashing. From [redacted] to my house was pnly a 15 minute drive, but it took an hour and 10 minutes cause the truck cut off on me every 2 minute.roadside assistance said they thought the fuel pump was bad. Once we finally made it to

my a ddress the truck stopped completely and was stranded in my driveway for 2 days and had to be towed out of my driveway. I did not rent a truck to go through this type of headache. I had paid people to help me move it took six hours hours to move and it should have only taken 45 minutes I want a complete refund from uhaul.Desired Settlement: They refused to give me my money back accusing me of 23 days latter of putting water in there gas tank

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our President for our [redacted]gional office, followed up on the information Ms. [redacted]provided. She advised our office that looking at the breakdown notes, Ms. [redacted]was delayed approximately 2 hours. The service provider that was sent out did not find the need to tow the truck but did follow her to their destination to assure they safety. She requested an extra day with the truck, which we provided at no extra charge. Ms. [redacted]notified us the truck would not run once she had completed her move and another service provider was sent out to retrieve the truck. Ms. Nider offered her apology for the inconvenience she experienced and stated that the delay was based upon the truck being brought to our shop to be diagnosed. Water was found in the tank, which caused the truck to be sluggish and stalling. Ms. Nider informed our office a refund for a portion of the rental has been issued as an adjustment.

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 was overcharged for my Uhaul rental and then double charged. I requested a on way rental from [redacted] In total I have been charged $886.00 for a moving truck and trailer. I have called and tried to get this situation resolved and was even told that the president of the region or company would be contacting me regarding the admitted excessive charge and I have yet to receive any credit or been contacted about this issue.Desired Settlement: I want a refund of the over charged amount plus interest for the time and money that they have taken from me. I would have accrued interest on that money had it stayed in my account.

Business

Response:

July 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted];s concerns have been addressed on several occasions, most recently by our President for the U-Haul Company of [redacted], Mr. [redacted] He explained Mr. [redacted]has rented from U-Haul many times. Mr. [redacted]was advised in advance as to the terms and conditions of his rental and signed the contract agreeing to those terms and conditions. The contract was for an In-Town rental. Instead of returning the equipment to the same dispatching U-Haul location, Mr. [redacted]chose to take the truck one way. As the contract states, I understand that this equipment must be returned to the same U-Haul location where it was rented. I understand that the minimum rental charge for equipment returned to a different location is twice the amount of the current One Way rate from this U-Haul location to the actual drop-off location. The truck he rented is locally assigned to the dispatching rental location and had to be retrieved due to the fact Mr. [redacted]did not honor his contract. Please be advised that the charges are correct and will stand.

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 requested a truck online. My pickup location was changed twice on the day of pickup. Nobody called me to confirm my pickup like the website said and then when I went to the first place the guy told me he did not have the truck. So I called uhaul and they said the pickup location had been changed and I went to that location and again the guy did not have the truck. So I called uhaul again and they sent me m[redacted] away to another location where the guy had finally had a truck. On the morning of pickup I traveled 40 m[redacted] from location to location trying to figure out where they had a truck. On top of that I had to purchase gas for the truck for the trip back home to gather up my stuff then I had to purchase gas again for the trip to Baton Rouge. Now with all that this was the worst experience I have ever had with a moving company. Please do me a great favor and refund me all of my money back. I tried to get in touch with uhaul several times and they have yet to contact me. I spent a total of 230 dollars more then I had to because they could service me with a vehicle I ended up not being able to pickup my purchased furniture and now I have to try this all over again on a different week. The whole uhaul process was a great pain and nothing to show for all that pain.Desired Settlement: I want a full refund, and sincere apology for horrible service rendered.

Business

Response:

March 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Louisiana regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Mr. [redacted], I was sorry to hear about your problems with your rental this past weekend. When the truck size was changed from a 10' to a 14' online it made your pick up location not have the equipment. We could have done a better job getting in touch with you to make you aware of the new pick up location. Thank you for taking the time to let me know about it. I issued your card 50.00 because we could not cover your reservvation at the location we had scheduled you at and another 50.00 to cover the extra fuel and time. I value every customers choice to use my equipment and I promise if you decide to give us another try at your business we will do much better. Please call me if you have any questions. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####

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,

I placed a reservation for a truck online from the main uhaul page and it said someone would contact me my 6 pm to set up the specific time and location to pick up my truck. No one called so I called them at 6:30 and the woman that answered (said he name was Kim Oldson) said they reserved a truck an hour and a half away from me and when I asked why no one called like they said they would so I could try to find some thing else in my area if they didnt have it she got very rude I asked for a manager and she said they dont have managers and then 5 min later said she was the manager and hung up on me. I called back and got another lady that said I had a reservation in my town but had to wait until they opened the day of my move and call and ask what time I could have a truck. I told here people would be at my house at 9 to move and I needed a set time, she switched me over to someone else to file a complaint and she told me you cant file a complaint until you are done with the truck. The morning of my move I got an email saying I did have a reservation but by that point I already had rented from someone else and I called to say I was not picking it up since they could not call when they were supposed to to confirm my truck and they tried to say I was going to be charged anyway since I did not cancel on time but why would I cancel if they told me I didnt have a reservation. very poor customer service and follow through and rude employees. will never use them again.

Review: In June 2012 I made a reservation online through Uhaul for a Ubox in order for my son to move from Oakland, CA to Pittsboro, IN. When the company did not call on the day they were to deliver the box I called them. The phone number simply didn't work. It put you in an endless loop with no way to reach a person or a leave. I called the national phone number and they transferred me back to the endless looping phone. I called the national number again and they stayed on the line until someone at the store finally answered. The store manager in Oakland said his store never received the reservation. I explained that my son was leaving the state and the reservation was made 3 weeks prior. The manager agreed to have a box delivered to my son at 11:00am the next day. The next day the store called my son and said they would deliver the box at 9:30 instead of 11:00. When the box was delivered it arrived without a hasp to place a lock on the box. The delivery drive said he would bring one back but never did. They brought back plastic shrink wrap instead. The box left the apartment without a lock.It took another week to get them to schedule a delivery date in Indiana. A man called and said he would place a lock on the box and overnight me the keys. We never got the keys and had to cut the lock off later. No one ever seemed to know where the box was when I asked to check on it. I made 24 phone calls and then lost count. Every phone number was wrong. I was even given personal cell phone numbers since the office numbers never worked.When the box arrived in IN all of the goods were completely ruined by a garlic odor that was so bad most of the goods are still sitting outside after a month. I believe his goods may have been sprayed with chemicals to which he is now having a severe allergic reaction.This has been absolutely the worst customer service experience we have ever had. Employees had no idea what they were doing and most just didn't care. I would never recommend this company to anyone.Desired Settlement: I would like to have my full cost of $2324.00 reimbursed. I also want the company to pay for testing of the household goods to determine if the box containing his belongings was sprayed with chemicals. If the box was sprayed with his good inside, I want the company to reimburse the costs we have incurred for treating the allergic reaction.

Business

Response:

September 4, 2012

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

Ms. Caroline Choi, our Executive Assistant for the U-Haul Company of East Bay, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] has an open claim with RepWest Insurance Company. They are currently waiting to receive a statement from Mr. [redacted] in order to proceed with their investigation. Ms. Choi also added that they cannot verify the garlic smell at our Oakland warehouse that Mr. [redacted] relayed and stated there is no spraying of the U-Boxes at any time before they are shipped. Therefore, they find no basis to issue a refund for the rental of the U-Box.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regardless of the damage done to our belongings, which I still contend was caused by Uhaul since they were in sole possession of the belongs between pick up in CA and drop off in IN, the customer service provided was absolutley atrocious. The company's infrastructure in terms of telephony and online self-service are abyssmal. Uhaul misrepresented their ability to adequately monitor and protect the shipment. Right from the start we should have known that this was going to end badly; delivering a box to us without means to sufficiently lock belongings inside was not acceptable. Each phone conversation ended in total frustration and no interaction ended with a satisfactory outcome. Complete staff incompetence and utter lack of concern is the impression I have been left with.

Uhaul should be ashamed of the level of customer service they provided to me and my family. Request for arbitration will be forthcoming. In the meantime, I will at every opportunity warn people away from this company until such time as they correct their infrastructure, fix telephone issues, and adequately train their staff to provide some semblence of acceptable customer service.

Regards,

Business

Response:

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

We were informed by Repwest, our insurance carrier, that Ms. [redacted]'s claim was denied for failure to show proof of any wrong doing on the part of U-haul.

The President in our Oakland, CA Regional Office also reviewed Ms. [redacted]'s concerns and said there is no basis to refund $2324.00.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Paula Fontaine

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

Regards,

How on earth would I provide proof of anything regarding household goods that arrived smelling so bad they are unusable when the insurance company never offered to send an adjuster to examine them? I can't photograph a smell. Uhaul had sole possession of goods from pick up to delivery. They didn't smell when you picked them. They did when you returned. It was your responsibility, and I paid you, to safeguard the goods. You failed. Uhaul has the worst customer service I have ever encountered and people should be ashamed of themselves for this incident. Shame on the everyone from the president down. What a horrible business. I wouldn't recommend this company for a single thing. Terrible.

Review: On May 21, 2014 I rented a 5X8 trailer from U-Haul. The contract agreement was for the trailer to be pulled from Palestine, Texas to Natchez, Mississippi. The contract afford me three days to get the trailer to [redacted] in Natchez, MS. The trailer was dropped off at [redacted] Services the following day (May 22, 2014) at approximately 830 pm the trailer was left near the back of the lot next to the fence. When I signed the contract I provided my credit card information to reserve the trailer. I received a notice from [redacted] & [redacted] stating that I owe $269.08 for late fees. [redacted] was contacted and a lady by the name of [redacted] (her telephone number ###-###-####) stated that she remember the trailer because it was on the lot and was not on her inventory. She stated she wondered where the trailer came from. It took her several days to look into the matter. She added that she noticed trailer on the property on Tuesday, May 27, 2014. U-Haul claims I turned the trailer in on May 30, 2014. U-Haul is assessing charges up until May 30, 2014. As previously stated the trailer was turned in on May 22, 2014.

A [redacted] employee ([redacted]) affirms that she saw the trailer in the lot on May 27, 2014 but yet U-Haul is assessing charges for a trailer that was back in their possession. She also stated that she was not sure how long the trailer was on the lot but she did see it on the 27th. I also have a witness ([redacted]) that was present when the trailer was dropped off on May 22, 2014. I called U-Haul and filed a complaint on July 21, 2014 regarding this matter.

I spoke to [redacted] regarding the matter. She opened the complaint and advise that someone would call me by Thursday, July 24, 2014.

I called back U-Haul on July 24, 2014 requesting that status on the claim of inappropriate charges. I was advised that the complaint was closed due to my cell phone being "off". My cellphone was off because I cannot bring my cellphone into work. [redacted] closed the complaint due to my cellphone being off. She added that they would reopen the complaint. U-Haul at this point not attempting to resolve this matter in good faith. If U-Haul would have billed my credit card for the inappropriate fees. I would have contested the charges because the trailer was in U-Haul's possession. They could have billed my credit card, instead the turned it over to a collection agency,Desired Settlement: I would like for U-Haul to acknowledge their errors in this matter and remove the additional charges and late fees for a trailer that was in their possession on May 22, 2014.

Business

Response:

July 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Louisiana Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted], I was sorry to hear about your trouble with the return of your trailer. After reviewing the notes from your file my Area Manager did try to call but at the time there were no notes showing the phone number was incorrect. Since he could not reach you he took your word and had the overtime note amount removed from the rental so you would not be charged again. I did speak to him and asked that in the event that this would happen again to send our customers an email if they could not be reached. Also, he has spent some extra time with the location to train them on how to check their lot for after hours returns daily so this will not happen again to you or any other customer. Thank you for taking the time to let me know about the situation. If you ever need our services again you can call me directly. I would be happy to help you in any way. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####

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

Reserved a trailer for cross country move in Canada. Trailer was double booked and ended up having to go out of my way for another trailer.

Review: On Thursday November 9th at approximately 6:45pm, I rented a U-Haul cargo van from Decent Car & Truck Rental at [redacted]. I was told I would be charged $19.95 + $0.49/Km as well as $15.00 for the insurance I signed up for. I was also told that I would be charged $30.00 if I didn't fill up the gas to where it was initially which was at plus whatever fuel that would be needed to fill it back up to the mark. When I got in the cargo van, the staff member showed me the mark on the fuel gage which was at 3/4 of the tank. He told me that it would probably only cost about $5 to fill it back up. I travelled with my friend from [redacted] to [redacted] to [redacted] to the gas station at [redacted] back to the location to where the staff told me to drop the van off (which was very close to the [redacted] location.) I put $8.06 worth of gas so that it went back to (and a little bit beyond) the 3/4 of a tank mark. This distance travelled was no more than 8 Km maximum. The next morning I received my bill via email for $110.90. I was charged the standard $19.45 as well as the $15 for insurance. They also charged me the $30.00 fee for not filling the tank back to where it was as well as the $11.37 needed to fill it back up to where it was supposed to be. It was also marked that I had travelled 42.5 KM (!) which resulted in a KM charge of $20.82. Shocked at these fees, I called the U-Haul's main customer service line and she brought up the information from my file. After explaining my situation, she told me that she would waive the $30.00 fee but that I would still have to pay the $11.37 and that if I didn't accept that settlement, I would be charged "all of these fees plus an escalated price." I told her that obviously I didn't want to be charged more and she told me to look for the $30 credit. I didn't have time to explain the KM situation and fees because I was at work. The rest of the bill came from taxes.\par Product_Or_Service: U-Haul\par Account_Number: [redacted]Desired Settlement: Refund I want the entire bill reassessed. I have the gas receipt to prove that I put $8.06 in the tank at 8:40pm right before I dropped the van off. I want the $30.00 + $11.47 fees waived, as well as the $20.82 fee brought down to no more than $5. I would also like to know why I was threatened with a "if you complain, you will be charged everything plus more" fee on the phone by u-haul's customer service rep??}

Business

Response:

November 20, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of Eastern Ontario, followed up on the

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

Ms. [redacted] an email offering her apology for the inconvenience she

experienced and advised her of the credit for $18.32 previously

issued along with a credit for the $30 fueling fee.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: The issue I have is two fold. First with the service provided by U-Haul U-Box, and the insurance they provide for the service. I shipped my goods (furniture, clothes and some kitchen ware) using U-Box from [redacted] to [redacted]. While at the U-Haul center in [redacted] I went ahead and purchases insurance at the time of paying for the U-Box. During this time, you "sign" the contract. The contract however is 7 pages, and is shown only on the small credit card machine screen. There was no overview given by the employees explaining the contract or insurance of what is and is not covered. You simply sign the machine screen for payment and therefore are signing their contract as well. This contract cannot be found online, nor is it ever sent via e-mail. I looked and it took over a week of phone calls to the claim agent, U-Haul customer service to get a copy of this contract. Once the U-Box arrived in [redacted] I opened the box to find my furniture destroyed from rough handling I took pictures upon opening as I assumed I would have to make a claim. I called the [redacted] U-Haul center as well to validate this is the proper step, they said yes and they assured me this should be covered by the insurance I purchased. At this point I have pictures documenting the damaged furniture from opening and as I unloaded the box. I filed my claim with [redacted] who is their contact for claims. After 2 weeks I received a call from the Claim Agent stating they will not honor the claim. The reason being, if the U-Box can survive, then the insurance does not have to honored. This is regardless of rough handling or any negligence on the part of U-Haul employees.Summary, the insurance is not transparent and rarely applicable according to the way they've written it. The employees do not given any guidance and the consumers do not get hard copies or adequate means and opportunities to view the contract they must sign.Desired Settlement: I want the insurance to be honored. I have the "Loss of Content" sheet sent for my claim that totals $710 in damaged furniture.

Business

Response:

March 4, 2013

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

[redacted] did an investigation on Mr. Kniess’s concerns and they found no signs of the U-Box being mishandled during shipment. [redacted] does not cover damages as a result of improper packing and shifting of cargo. Initially the claim was denied. However, in an effort to bring closure, [redacted] issued a check for $574.50 to [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,

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: After renting a Uhaul truck so I lost the keys I contacted Uhaul for assistants and they refused to provide any however they did say that they would renew my contract extending it until the following Tuesday allowing me enough time to hire a lock smith and unload the truck. The Monday after that they came and took the truck with all my belongs on it and will not give back my belongings.Desired Settlement: I want all my things back that they took and I want to be reimbursement for my time lost and out of pocket expenses if they don't return my things I want $8,000 to cover the cost of the items I've lost.

Business

Response:

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining her items were at our U-Haul Moving and Storage of [redacted] in [redacted] at [redacted] and can be picked up from that location. Ms. [redacted] also left her telephone number for a call back of necessary.

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.

this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

Regards,

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.

this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

Regards,

Business

Response:

March 12, 2015

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 Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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

Business

Response:

March 12, 2015

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 Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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

I live in a active University Town on state highway 50 in South West Colorado. The town here, Gunnison,Colorado has a long time U Haul dealer who has been locked out by the regional U haul controllers in denver- so that we can not even see a schedule or make a reservation until after may the 23rd, 2013. It is May 10th right now. The professional ability to serve people in this area is anything but professional lately.

My name is Andrea Heller Albershardt and I have even called Cooperate headquarters in Arizona to find out when and where I would be able to reserve a truck!

[email protected]