J.R.J. Tara Corporation

Review: It was a horrible experience all around. I was given reservations online for a location in [redacted] but then told there was no truck there and then given reservations in [redacted], 11 miles from where I wanted the truck to be. I called the original location, [redacted] in [redacted] and the man was as helpful and apologetic as he could be, and he made a few phone calls, then called me back and told me that I had a truck waiting for me at the [redacted] gas station on [redacted] in [redacted]. Once I was there to pick it up I learned that it had been given to another customer five mins before I got there. The store clerk, [redacted], got on the phone with uhaul and tried to get the truck back for me, but they wouldn't let her give it to me even though I had been told that it was mine. She then passed me the phone and I spoke with uhaul again and was given ANOTHER reservation for the next morning (today). I was told to pick the truck up in [redacted] at the [redacted] gas station. I arrived at exactly 9am and took my license and reservation from uhaul to show him, but he didn't look at either. He said that he knew I was suppose to take the truck, but his computer system was down. He gave me a blank receipt and wrote the mileage and gas down on it then took me to the truck. He then wanted me to return it in ANOTHER location because he couldn't use his computer system. I used the truck for only a total of 16 miles and went to return in at the same [redacted] in [redacted] that I'd been to the day before because they're the only local uhaul dealer open on Sunday. The clerk was baffled because I had no paperwork, so she got on the phone with uhaul. She and I both called the man at the [redacted] location and he told her his system was down and he couldn't check it out this morning. I was there for 1 hour and 15 minutes while the clerk tried her best to get the people with uhaul to understand what had happened and how I had no paperwork and the truck had not even been checked out! After over an hour of back and forth online and on the phone the clerk was able to get the regional manager ([redacted]) on the phone and he checked the truck out and charged me $60 for all my trouble WITHOUT even an apology!!! WORST SERVICE EVER!!! In TWO days I wasted an incredible amount of time being tossed here and there and completely wronged by uhaul. I am VERY disappointed with this company.Desired Settlement: I want a full refund of the $60.98 that I was charged for the truck as well as an APOLOGY for all the time that I lost and gas/time money it cost me running back and forth because of their nonsense.

Business

Response:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] advising her she was entitled to the $50 Reservation Guarantee Fee, which she processed back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Ms. [redacted] also left her telephone number in case Ms. [redacted] wished to speak to her with any questions or comments.

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: went to u haul to rent a car hauler customer service was not given a receipt also first given a trailer with tail lights hanging on ground then no assistance left sight then tried to fix tail light with a rock did finally call another rep in to help was given another trailer but this took almost two hours I expect u haul to refund at least part of my money for this inconvenience contract #[redacted]Desired Settlement: partial to full refund

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided and advised our office she sent Ms. [redacted] the following email:

Good Afternoon Ms. [redacted], I've received your information regarding your recent U-Haul rental. First, I'd like to apologize for the issues you encountered while picking up equipment for your move. I do show notes of the issue with the first tow dolly you received and have advised the Area Field Manager that oversees this dealership of the equipment and customer service issues you encountered on your rental. He will be following up with the location about your move. We have policies and procedures any U-Haul location follows whether a corporate location or dealership - unfortunately it seems this location isn't following these. For your inconveniences we've credited your Mastercard account used to pay for your rental 25% of the base rate of the trailer, $21.50. Please allow this credit 3-5 business days to process to your account. If there's anything further I can do to assist you please let me know. Thank you, [redacted] UHC of *. [redacted] ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had an absolutely horrible experience renting a U-Haul (the truck that was provided had transmission and safety issues that I was not aware of until we were driving it). After making a formal complaint with the company on Monday, 9/9, I was told that a company rep would contact me within 72 hours to discuss compensation in the form of a refund for the rental fee, as I had requested. By Wednesday, 9/11 at noon, I had not heard anything so I tried to call the company to follow up. Their phone system was not working so I engaged a rep via their live-chat option on their website (the rep's name was [redacted]). She informed me that a refund had been issued to me on Tuesday, 9/10 from the [redacted] location, and that I should call with them to follow up because no one had contacted me to let me know how my refund would have been given. I then called the [redacted], ** location and asked to speak to the manager, and was promptly transferred to their customer service line. The rep that I spoke with from the call center, via phone, informed me that although no one had called to discuss my refund, one was issued by the general manager of [redacted], a Mr. [redacted], and that it was going to be issued onto the credit card on file, that I had used to make the original reservation. He then informed me that I should check with my bank so see the status of the refund. I hung up, checked my bank account, and saw nothing. Today, on Friday 9/13, I checked my account again and there was no credits from UHaul. I made another attempt to call Mr. [redacted] at the [redacted], ** location, and the employee that answered the phone promptly transferred me to the call center again. I spoke with a man named [redacted], who was not only extremely rude and unwilling to help, but informed me that my refund was NOT issued onto the credit card, but was going to be issued in the form of a check and that it was sent to the address of [redacted], [redacted], **, which is NOT my address. When I told him what the rep on Wed told me, he said first that I was lying, and then he said that the rep likely read the information wrong, and that there was nothing he could do for me. He said that my check had already been issued, and it would take 8-10 business days to stop payment, and that after that time I would have to have a check reissued, and wait another 7-10 business days to receive it in the mail. When I asked to speak with a manager he refused, and said there was no one else to speak with. I asked repeatedly to speak with his supervisor, which he refused and eventually we hung up. I called back the [redacted], ** location, and was directly transferred to the customer service call center, where the woman told me that the [redacted], ** location had TURNED OFF THEIR PHONES. I asked to speak with a manager or supervisor, and was transferred to a gentleman who was NOT a manager or supervisor. I made the same request to him, and he thankfully transferred me to [redacted] in the marketing services department. She took my new address, but informed me that my check had NOT in fact been mailed yet, and that it was scheduled to be mailed today. I asked if there was Any other options to get my refund and she said no, that was the only way. I asked if they would refund the total amount I paid for the rental ($131.78) and she said no, they were not able to refund the $8.78 in tax, nor the $5 environmental fee or the $15 insurance fee. According to her they were only able to refund the $103.00 rental fee. As of this complaint, according to [redacted] my check is scheduled to be mailed from [redacted], ** today and I should receive it in 8-10 business days.Desired Settlement: At this point, I would like a cash refund for $131, because they lied about my credit card and check refund. I feel that after compromising my safety, lying to me, and having an undue delay on my refund, they are responsible for the entire rental fee, tax and fees included

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She advised our office she sent Ms. [redacted] the following email:

Ms. [redacted], My name is [redacted] on Friday you were speaking with [redacted]ra in the office of [redacted]. Today she went over your concern and will be issuing a refund of the reminder of the contract. If you have any questions or concerns please give me a call at my office. The office number is ###-###-####, the hours are Monday- Friday from 8-5. I would also like to thank you for bringing this matter to our attention. From your feedback we will be using this a training guide for future customers. Thank you [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 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: On 09/30/2013 our van was hit by our next door neighbor as they were moving in. The van was parked and not in use at all. The neighbor left and when she came back we advised her she hit our van. She was crying and apologized and said she would pay out of pocket however didnt have any money until income tax time. We contacted uhaul and was told we didnt need a police report and they would refer us to their insurance company [redacted] to get the matter resolved and that all trucks come with insurance provided automatically. We were told that we needed to do all the leg work and provide them 2 estimates, proof of our vehicle registration and witness statement. We provided all requested info. They also advised a police report wasn't necessary unless we wanted one. We have now been told because you dont have a police report that you have no proof that the truck was involved in the accident. I have photos of the truck. she advised me alos that because my brother in law was the witness he isnt valid because he is related and that witnesses cant be related. My neighbor is now telling me she spoke with them and she is now saying that I claim she hit me and she doesnt know. She advised she is getting some forms from them to fill out and they will be contacting me and wont talk to me now.Desired Settlement: I want the claim completed and I want my vehicle repaired. I want to be called immediately and this issue resolved

Business

Response:

November 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our office for review.

[redacted] Company advised our office they recently sent a letter to your office in regards to a resolution they reached regarding Mr. [redacted]’s claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck around 5 pm on 12/02/13 for 24 hours. After moving all day and all through the night I was exhausted. At about 10 am on 12/03/13 I called uhaul to explain that I was exhausted and asked if I could keep the truck another day. The lady at the location told me that she would wave the charges for the second day. I said great and proceeded to go to sleep and not worry about it. When I returned the truck on 12/04/13 I was told by the staff that since the lady didn't make a notation they were going to charge me the extra day. I explained had I known that I would have return the truck on time. I only lived a few miles down the road. I even showed them my call log on my phone showing that I had been in touch with their company. They didn't care. I got the feeling that that's how they make extra money. I think they conveniently do this so that they can charge me for the extra day.

[redacted] is extremely rude. When my husband got there the guy just stuck his hand out with saying anything. My husband thought he was trying to shake his hand so my husband shook his hand and introduced himself. [redacted] proceeds to say something stupid and made a face. He then just barks the word "KEYS!!!" . This guy is unbelievable rude and should be fired. This is a terrible representation for U-haul.Desired Settlement: I would like a one day refund plus tax or a free several days rental for the next time I move

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he will issue a refund for their past rental charge. His Executive Assistant, [redacted], has made several attempts to reach Ms. [redacted] or Mr. [redacted] to find out if they wish to receive the refund back on their credit card or by check. She’s been unsuccessful in reaching them. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I 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 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: Hello,

My name is [redacted]. I used U-Haul to rent a truck and a tow dolly at the end of February. We went through a licensed dealer in Kingston, TN. His name was [redacted]. When we were talking over the phone about our services and our contract he told us repeatedly that we were covered by insurance through U-Haul on the truck and the tow dolly. I explicitly asked multiple times if the tow dolly could tow my car without any issues. I was reassured multiple times that it would. When we went to go pick up the truck and the tow dolly the dealer did not take our licenses and we did not receive a contract to sign or any safe towing instructions. I asked on location with my vehicle present if I would need to do anything special before I towed it on the tow dolly. I was once again reassured that it would be safe. We went along with the move and drove the truck and car on the dolly for 11 hours to Missouri where we currently reside. When we got to Missouri and we went to take the truck back we found out that [redacted], the dealer, put his license information on the contract and his address. We weren't connected to the truck in any way, and they told us when we returned the truck that if we were stopped or gotten into an accident, they would view it as us joy-riding and we could have gotten into legal trouble. The first time I drove the car after taking it off of the tow dolly, it was stalling and the transmission was knocking. I tried to get it to a transmission repair shop myself, but it was unsafe to drive. I went online and found out that I was supposed to disconnect the drive shaft. While it said on the tow dolly instructions and on the instructions on the U-Haul website that you could not tow a real wheel drive vehicle without disconnecting the drive shaft, it said nothing about all-wheel drive vehicles which is what I drive. I got in touch with [redacted] to file a claim only to find out that we did not get the insurance that we were told we had purchased. I then contacted U-Haul customer service. The customer service representative took my information and told me that I would get a call in 3 days. I never got a call. I called them back and got another number to call to the local headquarters. I was told by them that I would get a call in 3 days. I never got a call. I called again and he said he was speaking to his supervisor and he would call me the next evening. I never got a call. I've been without a vehicle for a month now. I am losing patience fast, and at this point I'm thinking getting legal representation is the only way to get this resolved because I keep getting the run-around over the phone. I need someone to settle this so I can move on and have my vehicle back. I want to stress again, we never got a contract to sign. How we were legally charged for the truck and dolly I have no idea.Desired Settlement: I would like my car to be repaired and [redacted] should not be allowed to rent out U-Haul trucks without re-education about how the process should really work.

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.

[redacted], our Area Field Manager for our Knoxville regional office, followed up on the information Mr. [redacted] provided. He informed our office he has been in contact with both Ms. [redacted] and Mr. [redacted]. Mr. [redacted] requested they obtain an estimate for further review in order to move forward.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have made a complaint with you already when I was contacted by [redacted] from republic western insurance he offered me $500. That is ridiculous I paid well over $700 to have a storage which I paid INSURANCE on and also paid for climate control which I didn't receive that so I clearly was paying more but didn't get what I paid for. When I took my belonging out of unit my things were ruined I left majority at U-Haul which they seen and had on camera I have provided [redacted] with several pictures of my belongings and haven't heard back. its been 3 days now. I need to something done I am out all my furniture I have to start completely over. I am pissed and I do not have time to continue to wait U-Haul is a huge company and is wrong for this I had insurance and all I was offered was $500. please advise I need something done ASAP I Have several witnesses including cameras from U-Haul clearly showing me throwing away half of my belongings .. I tried to keep what I can but I can keep was 2 mirrors and pictures some toy that belong to my daughter.. everything else smells bad and all my furniture after bleaching and trying to sand is ruined still.Desired Settlement: I need my belonging replaced I will take $4500. $700 which is owed to me for storage fees which I was mislead for I paid during my time with U-Haul and I had well over $12k of furniture in my home. I had beautiful expensive furniture that my mother purchased for my home 2 years ago before she passed away. Not only am I upset this stuff was irreplaceable.

Business

Response:

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

RepWest Insurance Company advised our office they investigated Ms. [redacted]’s concerns and reached a Safestor settlement. They issued a check in the name of [redacted] for $1000 to satisfy the claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have been clearing out my storage unit for a month in anticipation of not having a payment on April 15th. I called on the 14th and asked what the procedure was to terminate my contract. The gentleman informed me that once everything was out, the unit was checked and signed off on. He did not at that time inform me that the unit had to be clear the day before the billing due date. I would have had everything out yesterday had I known. The last thing to be removed is a couch, will be out today the 15th. I called to ask how pro ration works and if I would be charged by the day if it wasn't out today. [redacted] told me that everything had to be out yesterday in order to not be charged for a full month on the 15th. If I pay $120, it will be for an empty storage unit. That is unacceptable. [redacted] informed me that it's in my contract. If it's in the contract, then why didn't the gentleman inform me of that as well? I refuse to pay for an empty storage unit. I took my credit card off the automatic payment method last week so they couldn't just charge me. Desired Settlement: I don't want to be billed for April 2014. I want my contract terminated when the key is turned in today.

Business

Response:

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

[redacted], our Executive Assistant for our East Central Colorado regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

Good Morning Ms. [redacted], I've received your information regarding the storage unit at [redacted] that you recently vacated. I apologize there was miscommunication regarding our policies to vacate our storage units. I have verified your unit has been vacated and there will be no further charge to you. If you need anything else please let me know. Thank you, [redacted] UHC of E. Central Colorado

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 went to u haul on may 3 2014 to rent a pick up and a trailer. at [redacted].they reserve the wrong truck .u haul was trying to give a box moving truck ,when I wanted a pick up truck .so they did not have a pick up truck at that location an told me that I would have to go to the [redacted] location.so at [redacted] I am able to rent the truck and the trailer. the supervisior [redacted] told me that would get s discount of $50.00 by calling customer service and tell them how my reservation info was wrong and they credit my account with a $50.00 rebate.this has not been done .they have suppose to be calling back.that has not happend either.Desired Settlement: I want my $50.00

Business

Response:

May 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she issued him a refund for $50 as promised and provided her telephone number in case he had other questions or concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck for the 2 of June. I planned my whole move around this reservation as I am meeting my husband who is coming home from Kuwait. The day before my move I received a call from another store a long way out of my way about my new pickup location? This is very inconvenient and more expensive. I would have made other plans if I would have been told my reservation wasn't really a reservation...I made calls to customer service. No one could help or answer any questions. The regional manager was completely rude and basically told me it was my own fault and they send trucks wherever they want. Had I known this I wouldn't have done business with Uhaul at all. It seems like false advertisement and complete disregard for the consumer. Now I don't know what I am going to do!Desired Settlement: Truck availability at the location I reserved it for and the day I reserved it for, or Complimentary service and refund as I will now have to spend a lot more $ than was planned in my budget to move.

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Kansas regional office, followed up on the information Mrs. [redacted] provided and sent her the following email in response:

Mrs [redacted], I would like to apologize for any inconvenience or added stress this move may have caused. I will be refunding $50 to your card per our guaranteed reservation policy. Sincerely, [redacted] Executive Assistant U-Haul Company of Southern Kansas

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Dear Revdex.com,

A $50 return payment for the cancelation of my reservation is unacceptable. I feel Uhaul does whatever they want concerning moving trucks to different locations based on people who will spend more money on packing accessories etc. the change of reservation location was told to me the day before my move. The location was an hour out of my way. I also lost all my help for packing because my family made plans for early that morning and had other plans that afternoon. This company uses false advertisement and a monopoly on the truck moving industry that let's them do whatever they want. I have read many complaints like mine and worse. They are not sorry. They don't care to resolve issues in a professional manner. And they are allowed to continue with no consequences. I am disgusted by their behavior and lack of professionalism.

Review: I reserved a UBox in January at the [redacted] location. I was told by 2 different employees that I could load the UBox in Jackson, MS at that time, store it for 4-5 months, then tow it to Lexington, KY and drop it off at a local U-Haul location in Lexington. In May, when I was ready to move, I called to have the UBox brought out from storage. [redacted] ([redacted]) [redacted], the manager of the [redacted] location told me I had to bring the UBox back to him in Mississippi. In violation of the UBox rental agreement, he refused to grant me access to the UBox unless I agreed to make an extra trip from Lexington, KY back to Jackson, MS (roughly 615 miles one-way) to return the box to him, in contrast to what I was told by the 2 employees who rented the UBox to me in January. I would not have agreed to rent the UBox had I not been told I could tow it with me when I moved. The only paperwork I was given concerning the UBox says nothing about returning the box to the place where I picked it up.

Because [redacted] wouldn't allow me access to my property in the UBox and I had to move on May 1, I had no choice but to agree to his demands. I had planned to tow the UBox to Kentucky behind my moving truck, which I did, but I had no way to get it back to Mississippi. I don't even own a vehicle that can tow a UBox. [redacted] said he didn't care and that I couldn't access the box unless I agreed to bring it back to Mississippi. [redacted] said he would rent me a U-Haul pick-up truck so I could tow the UBox back to him. As I said previously, I was moving in a few days, [redacted] had my property and refused to give me access to it unless I agreed to his new terms. I needed my property for the move, so I rented the pick-up from [redacted] for $350 because I had no other choice at that moment. I told [redacted] this was all a violation of the terms I'd agreed to and it was unethical and possibly illegal for him to deny me access to my property as well as to coerce me into renting another vehicle. I told him I plan to file complaints or take legal action because of the situation, but he said he didn't care and that if I wanted my property, this is what I had to do.

So, I paid $350 to rent the pick-up. When I arrived in Kentucky, I stopped by the local U-Haul establishment in Lexington. Two different employees at that branch also told me that I should be able to leave the UBox with them and I shouldn't have to take it back to Mississippi. At that time, I called [redacted] again to plead my case, given that a third and fourth UHaul employee had now told me that I could drop the box off in Lexington. When I finally got a hold of [redacted], he said that was unacceptable. I told him that now 4 different U-Haul employees had told me I could drop the UBox off in Lexington and he was the only one saying I had to return it to Mississippi. He then told me if I didn't bring the UBox back to him, he would charge my credit card with a $500 wrong destination fee, the price of the trailer and box which would have been well over $1000 and "a bunch of other fees". Again, I was in a vulnerable position because he had my credit card information and was threatening to begin putting many more charges on the card. So I relented to his coercion and made an unnecessary trip from KY to MS - a trip that cost me 2 full days and $300 in gas. All the while, [redacted] was incredibly rude, often yelling at me over the phone. I had to call him and leave messages roughly 10-15 times before he would ever call me back. I have wasted many hours dealing with this problem and U-Haul has done nothing to help the situation. I contacted the [redacted] office to which [redacted] supposedly answers. After numerous calls, I was never contacted by the [redacted] president - "[redacted]" someone - who instead allowed his assistant, [redacted], to run interference for him. I put my situation in writing and [redacted] supposedly delivered that message to [redacted]. [redacted] said he saw no problem with how I was treated or with the situation in general and he has no plans to reimburse me for any of my time, trouble or extra expenditures.

If the policy for the UBox is that it cannot be towed one-way, U-Haul needs to train it's employees to explain that to customers. I was told by four different employees I could tow the box one-way, most importantly the two employees who actually rented the UBox to me. If UHaul grants an employee the right to rent it's equipment, it is incumbent on UHaul to train that employee to know company policies so customers will not be misled. It is unconscionable for UHaul to rent equipment to customers under false pretenses, then require the customer to waste his/her time and money to clean up the mistakes made by poorly trained representatives.

I hope to reach a swift resolution with U-Haul on this matter. I have been advised by my lawyer that I can file this complaint as a violation of the Consumer Protection Act. Before I proceed with that type of action, I would prefer to find a resolution with the U-Haul corporation through the [redacted] process. Thank you.Desired Settlement: This entire process has been a disaster. U-Haul has been nothing but rude from beginning to end. There have been several violations of the terms to which I originally agreed, I was coerced into renting a second vehicle, I was threatened with multiple unapproved charges to my credit card and I was basically told to just get over it by the [redacted] president. I am seeking reimbursement for the money and time I had to waste, as well as good-will compensation for the hours and anxiety I expended in dealing with this situation. Below is the explanation of my request:

UHaul Pick-Up Truck Rental: $350

Gas for unnecessary trip back to Mississippi: $300

My time: My time is currently valued at $25/hr by my employment contract. Although I had to waste two entire days to make the trip, I am only asking for reimbursement for the time I actually spent driving, which totaled 20 hours, equal to $500.

For time, gas and unnecessary rental, the total reimbursement is $1150. For the abundance of wasted time and frustration caused by this ordeal, I am requesting $300. For the $1450 settlement, I am willing to drop the case and stop pursuing other means of action, namely a personal lawsuit against UHaul and my petition to involve the [redacted] Attorney General. This deal is more than fair for UHaul, as I am willing to overlook [redacted]'s breach of contract by forbidding me access to my property unless I agreed to new terms, as well as his threat to charge multiple, unspecified "fees" to my credit card if I didn't agree to his new terms.

I look forward to a swift resolution of this matter.

Business

Response:

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

[redacted], our President for our [redacted] office, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and explained he had discussed his concerns and his rental agreement with our GM’s at both our North Jackson and Downtown Jackson locations. Mr. [redacted] relayed he supported the decision made by our GM and that no refund was warranted. Our U-Box program has never allowed for the long distance one-way transport of the U-Box on a U-Box trailer. Shipping of the U-Box is the only one-way method and Mr. [redacted] does not believe anyone would communicate differently. He apologized if we may not have been clear enough about the process. Mr. [redacted] asked Dr. [redacted] if there was anything he wished to discuss that was not mentioned in his letter and Dr. [redacted] commented that Mr. [redacted] had not been much help. The conversation ended at that point.

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 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: My husband and I were moving from Burlington, VT to Boulder, CO in early May. We contacted U-Haul of Burlington to setup a truck rental and 2 U-Box pods for our move. Upon arriving to the U-Haul store at our assigned pick-up time, we waited 2 hrs as the store manager, [redacted], said his team "must have forgotten" to get our equipment set up the night before. Once it was all said and done, we were given a $50 credit for the inconvenience. We drove the equipment back to our house (1 hr away), removed the cover from the first U-Box, and found that the box was unexpectedly locked with a padlock. We immediately called [redacted] who instructed us to try and manually break the lock. As we had no other choice at this point, we broke the lock, only to find the box full of another customer's belongings. We grew increasingly uncomfortable with the situation as we were again instructed by [redacted] to remove the other customer's belongings, put them in the truck and he would "figure it out." At this point we felt it necessary to contact U-Haul corporate to explain this entire ordeal. Corporate was extremely helpful and understanding of our issues. However after followup calls with corporate, we began receiving multiple intimidating emails from [redacted], stating that we were to stop contacting corporate and that nothing would be done for us because he would have the final say. To make matters worse, we found that each time we called corporate, [redacted] was going in and deleting their notes in the system regarding our complaints. After multiple failed attempts at getting reconciliation due to [redacted]'s involvement, we gave up. Then, upon arriving in Boulder to pick up our U-boxes, we were told that [redacted] had flagged us from being able to rent at any U-Haul locations and we could not pick up the truck we had ordered for our final move-in. He put in a note that on June 9th my husband and he got into an "altercation" at his store. We left VT on May 15th, and had not spoken directly to [redacted] since the initial pickup in his store. This claim is completely false. We have been so violated by this situation and need a final resolution.Desired Settlement: Throughout the situation we felt we deserved monetary reimbursement for the loss in our valuable time and utterly appalling customer service. At this point, I would just like corporate U-Haul to be fully aware of our situation without [redacted] interfering and tampering with the information. We would also like this "alert" on us to be lifted as the claims against us have been completely fabricated. We would simply like to know that this situation can be justly rectified.

Business

Response:

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Andia, our Executive Assistant for our Western Massachusetts and Vermont regional office, followed up on the information Mrs. [redacted] provided. She sent them an email requesting they call her at ###-###-#### at their earliest convenience. She also left a message on their voice mail requesting a call back to personally address their concerns. Ms. Andia advised our office she has not been contacted.

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 will wait to be informed on a proposed action to resolve my complaint. For your reference, details of the offer I reviewed appear below.

I appreciate a response from U-Haul, but do feel that specific actions as to how this issue will be concretely resolved is necessary. Again, I thank you for the response and look forward to hearing more.

Regards,

Business

Response:

July 28, 2014

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, reviewed the recent comments Mrs. [redacted] relayed. She informed our office she issued a refund for $23.02 back to their [redacted] account. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On July 1st I put went online to reserve a truck and buy a mattress cover from uhaul [redacted] location. They called and said I didn't pick up my purchase. so for days I tried to call them to let them no that I will pick it up when I get my truck which is scheduled for July 26.I had to call the 1800 number because they never picked up the phone. The uhaul operator also tried to call plus sent over a message and still they would not respond. Days later I called to ask if I could pick up the truck the day before my schedule pickup. I spoke with an operator and she said no problem. The next day someone from the regional office called and said that the truck was schedule for July 25th only because the operator canceled the truck for my original schedule date. Thinking that he fixed everything [redacted] calls me and tells me that they have no trucks for my date. So I called the 1800 again to find another truck. They tell me that there are no more trucks near me only in [redacted] who had just told me they had no more trucks. So she made me another reservation but put in the wrong time. I called back to make sure everything was going to be ok but this guy name [redacted] who was really nice confirmed that he changed the date and everything was now ok. hours later I get a call from the regional office basically telling me that I couldn't keep that truck for 24 hours because my truck was rented by someone else. Well, I lost it, I cried on the phone to this man because I felt like I was being mistreated because I'm a black woman. I told him that I reserved that truck what about me, he said that those people reserved it and it's theirs add if I didn't matter. After that phone call he gave me the Oaklawn location who was very understanding and personal. [redacted] then calls me with my reservation and I told the guy they canceled that truck, he says to me, "well fine then goodbye". I told him to wait because I didn't want it canceled and your yelling at me like I did something wrong. I deserve an apology, I deserve something

Product_Or_Service: rental truckDesired Settlement: DesiredSettlementID: Other (requires explanation)

I deserve not only am apology but a discount because I didn't get the truck I wanted I had to get a smaller try so I have to make not one trip but now two trips.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. Although he was unable to reach [redacted] by phone, he did issue her a refund for the $50 Reservation Guarantee Fee back to her [redacted] account. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I had a contract from August 2013 through June 2014 with UHaul for a storage unit at the location in [redacted]. My bill was debited off f my bank card on the 28th of every month. In April of 2014, my father in law called in and paid for the unit with his credit card because I was short on money for the rent due March 28th.. He stated the card was ONLY to be used that one time for that single transaction. The following month I was also late paying the bill. My card declined the transaction on April 28th. UHaul charged my father in laws card again on May 1 2014, despite having received no authorization to do so. My husband and I then rented a trailer from the same location in May 2014. We had it for a day longer than our deposit covered and at that point owed an additional $24.13 for the rental. On May 15 2014, my father in law called and spoke to the manager about using his card without any authorization to do so, the manager apologized and offered to clear out our balance for the trailer rental as a courtesy/ apology. Since I had already given my father in law the money for the storage rental that had been improperly charged, we told them to just leave the charge on his [redacted] and we ended that phone call with a zero balance owed to UHaul. Since we were finished with the storage unit, we assumed that was the end of all dealings with UHaul to that point. In June 2014, my debit card was charged for $54.13. I called the customer service number we have always used, [redacted], and was told that the agent could not see any information from my account because it was closed. He offered to have a manager look into and call me. A week later, I contacted my bank, [redacted], and began a dispute since I had not heard from anyone at UHaul. They tried to investigate but also could not get in contact with anyone who knew what the charges were for. I have called several times since, to no avail. My last attempt resulted in being transferred three times to other customer service reps, none of whom could help me. UHaul was not given any authorization to charge my card any amount and I am becoming very frustrated by the lack of communication on their part. I use that bank account solely for bills and this transaction caused my rent check to bounce, costing me a $35 fee.Desired Settlement: I would not only like my $54.13 back but I would also like UHaul to pay my bounced check fee. However, I would just settle for the money they took out to go back in. I do not owe them $54.13 and theres no reason for them to charge my card. Since this is the second time just in my history that they have made unauthorized charges maybe they should also look into their payment policies.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he contacted [redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: May 4th 2014, I worked with a call center representative to get a reservation for a U-Box and [redacted] to assist with the move. He could not get the [redacted] for the date that I needed. We wanted to furniture delivered on the 25th of May. I worked with the representative to set up the pick up for the 16th of May so that the U-Box would deliver to [redacted] before the desired date and could be in storage in [redacted] until I needed it on the 25th. (Reservation number [redacted] was set up for the U-Box in [redacted] and the shipping to [redacted], and then delivery on the 25th of May, was received on 9 May 2014.)The [redacted] reservation in [redacted] would not work connect with my existing U-Haul reservation, so I had to call the [redacted] directly and they put in a mock reservation for the [redacted] and then said that they would delete it afterwards. This was finally accomplished by a supervisor. I had been on the phone for this over 5 hours on the afternoon of the 3rd. I was unable to open or print any of the documents that were e-mailed to me from U-Haul.I received a phone call from the U-Haul facility in [redacted] on Friday May 9th, asking when I would be picking up the U-Box on Saturday May 10th. I told them I had [redacted] to pick it up on Friday the 16th. They called again on Monday the 12th asking why I did not pick up the U-Box I stated that the U-Box was scheduled to be picked up and filled by [redacted] on the 16th. They asked who was picking up the U-Box to ship to [redacted], and I said that it was being done through their service. They did not understand and told me that I could talk to [redacted] at [redacted], and he could explain. I called several times and [redacted] was in meeting every time I called and never returned my call.I had a call on the 16th from the [redacted] U-Haul facility asking for my drivers License. I asked why she needed that and she said that it was part of the rental agreement. I refused to give her my drivers license number as I was not driving. The [redacted] came with the U-Box, my husband, whom had a hip replacement on March 8th of 2014, had a fever and stayed in bed throughout the entire time the movers were there. We loaded the U-Box and they took it back to the [redacted] U-Haul Facility. On the 17th I took my husband back to the hospital and he had an infection in his hip. He was septic and they put him in ICU until his surgeon was back in the area on Monday the 19th. My husband had surgery on the 19th and stayed in the hospital until the 22nd of May. He came home with IV antibiotics for the next 6 weeks.I had a charge on my [redacted] card on 5/17/14 from U-Haul moving and storage [redacted] which was unexpected. I then received a call from the [redacted] U-Haul Company on the evening of May 19th, 2014. He said that he was investigating the U-Box and what should be charged, and he was the temporary Manager. He said he would look into it and call me back on Monday. We discussed the $99.00 charge he said that there was nothing that was $49.00 at U-Haul. He did not call me backI called the U-Box phone number May 25th, and cancelled [redacted] that were set up for accepting the delivery in [redacted], as I knew that I would not make it down to ** and could not find any family members who could get there. I then called U-Haul and the representative could not find my contract or reservation number and told me that I would get a call back from Mr. [redacted] within the hour, who was the Marketing President for U-Haul in the [redacted] area. No one called me back. The representative had given us the number for [redacted] office and I called him back and the person who answered the phones would not let me speak to him. I was emotionally drained at this point and was in tears. My furniture was missing and no one could tell me where it was. They then connected me with Sylvester who assured me that the U-Box was in [redacted] and that it was U-Desired Settlement: DesiredSettlementID: Refund

To cover my loss work and additional expenses due to eating dinner out $696.90

Business

Response:

August 25, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [redacted] 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,[redacted]Executive AssistantU-Haul International

Review: I had a reservation at [redacted] on 23Jul14 for a 14 ft truck. Reservation No [redacted]. When I arrived there was a 14ft truck (Truck ID No [redacted]) and I was told from [redacted] that it wasnt working and I needed to drive elsewhere to find a truck. The local dealer didnt help me at all to locate another one nor made any calls. Seeing where this was going I took down the above truck number and drove up the road to the actual Uhaul dealer at [redacted] and told them that [redacted] said I needed to drive around to find a truck. I HAD A GUARANTEED RESERVATION at [redacted]!!!! The [redacted] location rented me a truck farther away from my selected location as Uhaul ALSO charges by the mile. Whilst at the [redacted] location I called Uhaul 800 number and spoke to [redacted] at x[redacted] who was going to process my 50.00 reservation guarantee that should take 7-10 days on my cc. I never received it as no surprise today and I called [redacted] at x[redacted] that states she would forward this back for a refund.Desired Settlement: the Uhaul website states:

$50 reservation guarantee

When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50.

Well I didnt get the truck and I had to look on my own to get one without help from [redacted]. No refund as of this date. I want my 50.00 credited back to my card and I would also like the difference in mileage I paid from [redacted] at [redacted] vs Uhaul at [redacted]. I had to pay extra mileage both ways.

Business

Response:

August 20, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email on or about August 15th in response:[redacted], We have received your objection requesting the $50 guarantee again, as well as, the Revdex.com complaint. This guarantee was issued to you as promised on 7/23/14, prior to these complaints. If you have not received it, then you should contact [redacted]. I do not know their policy on when credits are issued to customer accounts. I am also emailing you a copy of the receipt. Thank You, [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International