J.R.J. Tara Corporation

Review: Complaint also involves Billing and Delivery issues but I was only able to choose one.My daughter rented a Ubox storage and shipping box on May 28th. She finished loading it with her belongings and told Uhaul on June 13th it was ready to ship. It is supposed to arrive within about 8 days to her home in [redacted] We still have not received it. In addition the company is charging additional monthly storage fees and late fees. She and I have made many, many, many phone calls to the company and are repeatedly told we will get a call back.It is July 15th and we can not get her things back and we are being charged for additional storage.Desired Settlement: DesiredSettlementID: Refund

We would like her things to be returned. Definitely shouldn't be charged the storage fees and would like compensation for the shipping.

Business

Response:

*ugust 8, 2013

Thank you for your concern for our customers C[redacted].

[redacted]s the Executive *ssistant in our [redacted] advised us she has processed credits in the amounts of $167.53 for the storage fee and $300.00 towards the shipping fee. The credits should appear on [redacted]s next credit card statement.

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

Sincerely,

Executive *ssistant

U-Haul International

Review: 11/11/12, I called the main # for U-Haul ([redacted] and booked an enclosed trailer and motorcycle kit to transport a motorcycle from an auction house in suburban Atlanta back to our home in suburban Dayton, OH. I initially wanted to rent a motorcycle trailer, but the that I spoke with on the phone advised that they had no such thing, but they could offer me an enclosed trailer AND a kit that that attaches to the floor to accomodate a motorcycle. The was acceptable. The best thing about this, is that both were avalable at a location just up the street from the auction house (4000 block of Roswell Rd, Atlanta, GA). I asked her 3 times to confirm that the above was what I was getting, and that this location had all of the required equipment, and was repeatedly told that this was the case. I asked if this included all necc straps and securing equipment, and was again told yes. I booked the rental for 11/12/12, and was to pick up that Monday morning.

Now, monday morning arrives and we head to the uhaul location to pick up the enclosed trailer and motorcycle kit. When we arrive to the assigned location and asked for our pickup, not only did the location not have that size enclosed trailer, they didn't have the motorcycle adapter and straps. Frankly, the guy said he had only ever seen this adapter 1 time in the past. Needless to say, I was furious. We had a 9 hour drive ahead of us, and no trailer to get the bike home with. This gentleman did find me an open trailer, but it was ~15 miles away (In atlanta traffic during morning rush), but that was the closest there was. He update dour reservation, gave us directions and we were on our way to pick this up. The location there was friendly and accomodating, and got us hooked up and ready to role - but without this motorcycle kit, we had no straps, etc. We had to still find means to secure the bike.

We did finally find adequate strapping and headed back to the auciton house. At this point, the mis-guidance by the main reservation # has cost us an enclosed trailer and over 2 hours out of our day and we continue to lose sunlight.

After getting home around 11p and dropping off the trailer, I called uhaul on Tuesday morning to lodge a complaint. Fortunately, the 800 # indicates that they record all conversations for quality control, so I asked them to review the tape, and the promises made. I called to requiest this on 11/13/12 at 11:40a. I was given a case #[redacted] by [redacted]. He indicated that this would be escalated to upper management and that they would call within 24-72 hours. He did say that it would be closer to the 72 since they had to pull tapes.

It is now 11/23 (10 days, or 240 hours later), and I have yet to hear any response.Desired Settlement: At this point, I would like the $150 for the trailer rental refunded, as well as $35 reimbursement for cost of straps. This transaction could have been so much smoother had promises not been made that could not be met, or that those promises had been met as protrayed.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], a Senior

Customer Service Agent, followed up on the information Mr. [redacted]

provided. He left a message for Mr. [redacted] requesting a return call.

He would like the opportunity to offer his apology for the

inconvenience Mr. [redacted] experienced and offer a resolution. In order

to refund for the straps, Mr. [redacted] will need the receipt. He hopes

to hear back from Mr. [redacted] soon and can be reached at ###-###-####.

Our

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

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

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

Sincerely,

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 no longer have the receipts for said straps. At this point, i'm willing to waive the cost of the straps if the business refunds the cost of the rental.

Regarding the message from U-Haul, as of date of this incident being filed, no messages had been received. Since filing this message, an incomprehensible message was left, but subsequently deleted as I was not able to understand the caller.

Regards,

Business

Response:

December 11, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Mr. [redacted], a Senior

Customer Service Agent, reviewed the information Mr. [redacted] relayed.

He issued a refund for the $50.00 Reservation Guarantee Fee back to

Mr. [redacted]'s Visa account. The credit should post on his next credit

card statement. Because Mr. [redacted] was unable to produce a receipt for

the straps, Mr. [redacted] explained he was unable to issue a

reimbursement for that expense. As we value Mr. [redacted] as

a customer, Mr. [redacted] also sent him a $50 VIP Certificate that can

be used toward a future purchase or rental on the many products and

services U-Haul has to offer.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

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

My family and I are moving from Amarillo, Texas to San Antonio, Texas tomorrow. Our mover called us yesterday to let us know that large truck he planned on using to move us was not load-worthy, so I called u-haul to rent a 26 foot truck. I asked specifically if there was any chance of u-haul contacting me the day before to let me know there would not be a truck and I was told there was no chance of that and that it would be a guaranteed reservation. Upon taking my credit card information, the woman gave me a "guaranteed reservation number"...those were her words, not mine. Today, I get notice from u-haul that they have no truck available for my move I have been meticulously planning for 2 months. They offered me an opportunity to drive 320 miles round-trip to pick up a u-haul in another city. There was no remorse, no apology. This is the SECOND time u-haul has done this to my family this month. I do not believe a company should take guaranteed reservations and not deliver on their goods.

Review: I had to buy a 5000lbs ball for my trailer to haul on the back of my truck due to the regulations set by U-Haul. I purchased a 5000lb hitch ball at the Uhaul place as requested by the Uhaul supervisor. After purchase she told me that her employee will take my hitch and screw the newly bought ball on. And so, her employee did just that, took my hitch and newly brought 5K ball and attached it on in the back where I could not see it. The employee then bought the hitch and ball out and attached to the back of my truck, but did not install a cotter pin. I drove my truck and trailer home. the next morning, I drove to [redacted], 4 hours away from my residents. I gassed up twice and checked the ball (but not the bottom). When I got to my destination, I backed the trailer up to load my car, and the trailer remained stationary and backed into my truck, puncturing & scratching my trucks rear bumper. The wife of the person I brought my car from said", that doesn't look right", meaning the rear of the trailer. This prompted me to take a look and the trailer. The ball was stripped and the nut that the ball goes on, was completly off. This caused the ball to be disjointed, allowing the trailer to move back on the rear bumper of my truck. I immmediately took pictures and reported to Uhaul the same day. Uhaul's insurance company "repwest"denied my claim to repair my rear bumper due to me not selecting the right coverage. This was a blatant example of the employee not being properly trained, which will cause me major expenses.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Uhauls insurance company to pay for my expenses. I provided all estimates and pictures as required. I even gave the the witness phone numbers, which I do not know them personally.

Business

Response:

August 8, 2013

Thank you for your concern for our customer [redacted]

[redacted] the President in our [redacted] informed us [redacted] filed a claim for damages with our insurance carrier, [redacted]. [redacted] authorized payment for $780.61 on 7/19 and a check was mailed to [redacted] on 7/24.

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: Basically, was quoted in-town rate despite making it clear that we were making a one-way move. Came prepared with money for quoted rate, and could not afford the new rate quote. After going through customer service explaining the problem, U-Haul was unable to offer any assistance or consolation. One of the questions we asked was "Is your 20 foot truck available for one-way to Ft. Collins?" And he checked before quoting us that it indeed w as. [redacted], at ###-###-#### Was witness to both the lower quote AND requesting a one-way delivery.Desired Settlement: I just am extremely frustrated with how they conducted responding to my complaint. I had made it extremely clear what I wanted and their idea of customer service was to explain that there was nothing they could do and question whether we had been clear about our intent for a one-way move.

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual U-Haul document.

[redacted], our President for our New Mexico Regional Office, followed up on the information Mr. [redacted] provided. He informed our office an explanation was offered regarding the rate structure between our in-town and one-way rates as a matter of resolving their 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

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 made it perfectly clear that I requested a one way rate. U Haul quoted me in town. Had I been CORRECTLY informed of the rate I would not have chosen U Haul for this move. The difference in rates cost me time, gas, and money. I am not an it. I am aware that the rate structures are different. But don't quote me for in town when I say "Is the 20 foot truck available for a one way move?" Those were my words. If your company continues to insult me by making it clear that they had no interest in accepting responsibility for their mistake, this will only escalated.

Regards,

Business

Response:

January 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our New Mexico Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that we relay his apology for any misunderstanding that may have taken place. As we value Mr. [redacted] and Mr. [redacted] as customers, Mr. Neill’s office sent them a $200 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.

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

We were extremely disappointed in our experience.

(1)Our Uhaul was downgraded from a 17 foot to a 14 foot, which nobody told us until we called the day before our cross-country move to confirm our pick-up location. We were told there were no bigger trucks or trailers available in the area and we were not able to book a truck with another company at the last minute. As a result, we had to take the 14 foot truck. We had professional movers helping us who could not make all of our furniture and boxes fit in the smaller truck. They said it would have easily fit within the 17 foot truck, however. As a result, we had to get rid of furniture that we wanted to keep because it would not fit. Uhaul customer service was not helpful at all throughout the process of trying to find a solution to our issues.

(2)Customer service was unresponsive and non-sympathetic. There were many points throughout our move where someone in customer service could have gone an extra step to help us, but chose not to. For example, when we could not fit our furniture in the 14 foot truck (recall that we were downgraded from a 17 foot without anyone contacting us), we tried to reach out to Uhaul to get a trailer to tow behind our Uhaul so that we could take everything. However, we were told by a customer service representative that there were no trailers available within Chicago. However, she refused to look at trailers for us in the suburbs of the city which we could have easily traveled to. Simultaneously, my husband found at trailer available within a 45 minute drive. It is unclear to me how he could have found a Uhaul trailer easily and she could not. We asked to speak to a supervisor who informed us that we should have been offered a trailer when we picked up the smaller truck. She told us that she was transferring us to the regional supervisor who could help us. However, she only transferred us to another long queue with more unhelpful regional customer service representatives. We booked the trailer we found ourselves (6 x 12 cargo trailer) online as a result. However, when we called to confirm the reservation, we were once again told that only a smaller version was available (5 x 8). Unsurprisingly at this point, customer service was not helpful in locating a bigger trailer. Since the smaller trailer was a very expensive added cost ($600+), which we were told could not be compensated, and would still not accommodate everything we needed it to, we decided to forego the trailer and just buy new furniture upon our arrival. Please note that this would not have been an issue at all if we had never been downgraded in the original truck size we requested.

(3)The local store lost the keys to our Uhaul for a cross-country move, which were not informed about until we arrived to pick-up our truck. This delayed our trip and caused us to lose time we had paid for with our movers (who we had book for specific times on the morning of our move). The local store did have a new key made for us on the same day, but they did not communicate with us about when we would get the key so we were unable to make solid plans and caused totally unnecessary stress. They could have easily kept us updated on when the keys were made and when the manager was on his way to the store with the keys (apparently a 40 minute drive), but they chose not to. The younger man at the counter was polite throughout the process. The older man, however, was condescending and rude. I would never use or recommend this store location to anyone.

(4)When we arrived at our destination, the contents of our Uhaul were wet. The movers who were helping us unload informed us that the Uhaul was “water-resistant” but not “water-proof.” This was not a welcome surprise and we had many things damaged as a result.

(5)When we dropped off our Uhaul after our one-way move, we were greeted with a wrong-destination change from the dolly that we rented from Uhaul. We were never informed that there would be an extra charge for renting a dolly for a one-way move. This was the icing on the cake of our terrible experience with Uhaul.

Review: U-Haul continued to charge my credit card for 11 months after I requested an account closure and removed my credit card information from my account online.The general manager refuses to speak to me over the phone, and he refuses to respond to my emails. I have made every attempt to contact the general manager, but I can only get a hold of U-Haul's general call center. The representatives from the call center tell me they are unable to help me in any way, other than to schedule a time to speak with the general manger, which the general manager does not honor. I have emailed the general manger multiple times, and I have not received a single reply. I requested the closure in March, 2012. I mailed U-Haul the required paperwork. U-Haul received my request, as confirmed by a representative from their call center. I also removed my credit card information from my account online, unauthorizing U-Haul's use of my credit card.Desired Settlement: U-Haul made 11 unauthorized charges to my credit card, totaling 1152.34 USD. To resolve this issue, U-Haul must close my account and refund the unauthorized payments.I also suggest that U-Haul hire a general manager capable of responding to customers via phone and email.

Business

Response:

April 16, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] on April 12th requesting a return call to obtain the address of the U-Haul location involved. She has not received a call back. Mr. [redacted] can reach Ms. [redacted] at ###-###-#### or direct at ###-###-####. She hopes to hear back from him soon.

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

Sincerely,

Executive Assistant

U-Haul International

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 have not received a refund, or any proposed solution whatsoever.

Today I called both numbers provided in U-Haul's response. Ms. [redacted] was not available. I spoke with another representative who told me that I had called the wrong office, because this case is concerned with a U-Haul located in [redacted], not [redacted]

Here is the address of the U-Haul in question:

U-Haul Moving & Storage of [redacted]

[redacted], [redacted]

Phone :###-###-####

General Manager: [redacted]

Please use this information to resolve my complaint.

Regards,

Business

Response:

April 19, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] as well as sent him a copy of the receipt to his email for the refund she issued today in the amount of $1,152.34.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I picked up my UHAUL and car trailer from the Hogansville, GA location. A worker put my car on the trailer with my front tires riding on the ground. I drove back to my house (that I am moving out) to pack up. My neighbor then came out and stated that my car was on wrong and that I could blow out my transmission. I then proceeded to move my car off, and my car wouldn't even start. I had it towed to my dealer and they told me that my transmission was blown. I then called UHAUL back and they told me to call customer services. I spoke with [redacted] and he gave me a very hard time. He stated that there was nothing he could do and to call the insurance number that he provided. I stated that my car was not going to get fixed until Tuesday and that I no where to go because I needed to be out by Saturday. He was rude and just unprofessional. I then tried calling customer service again and spoke with [redacted] and she too did not help me at all. UHAUL has given great frustration that they caused by putting my car wrong on the trailer. I am not going to be homeless for three days because of this. Next time I move I would go through another company ([redacted]) because of the disappointment that I had with UHAUL.Desired Settlement: I would like to have my UHAUL paid for, and for any troubles (hotel charge) that I have along the way until my car is fixed.

Business

Response:

February 26, 2014

Revdex.com ID#: 9937050

U-Haul Ref#: 552641

Thank you for your concern for our customer Ms. Moses.

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

Hello Ms. [redacted] My name is [redacted] and I am the Executive Assistant with U-Haul Company of Southern Georgia, which is the regional office in Columbus, GA. I was given a copy of your complaint, along with a copy of your letter to the Revdex.com, so I could better research your complaint. I called for you earlier in the day to ask you a few questions for clarification, but was only able to leave a message. Then I decided email might be a better way to communicate, since most people seem to communicate this way nowadays. First, I need some information about who you have already spoken with at our insurance company so that I can get some additional information from them. Please provide the claim number, the agent's name and his/her phone number so I can get the status before proceeding with any reimbursement on our end. Our Area Field Manager, [redacted], who is over the dealership where you rented the truck and tow dolly, spoke with [redacted] who was assisting you the day of your rental. She stated to [redacted] that the tow dolly would have damaged your car if it was loaded the correct way (since your front bumper was so low) and both she and yourself saw that. [redacted] told [redacted] that since you were the one who suggested turning your vehicle around, pointing the other way, she did it for you. We apologize that [redacted] did not know better - that if she did as you suggested - it could possibly damage your transmission. I'm certain that our insurance company is checking with your repair facility to see if towing that short of a distance actually did cause any damage to your vehicle. If so, I know they will take that into consideration when making their final decision. I also read in the notes, that you and your family were put up in a hotel in La Grange, Ga. by our emergency roadside personnel, per our insurance company's direction. I'm happy to hear that you and your family had a place to stay after the closing of your house. At U-Haul we value our customers and make every effort to take care of them, not only before the rental, but afterwards as well. I am looking forward to hearing back from you soon! Regards, [redacted], Executive Assistant U-Haul Co. of Southern Georgia

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 called and got a rate lock on a truck that was guaranteed through June 27, 2012, for an upcoming move on June 30, 2012 at the rate of $178.00 for which I received a confirmation number. When I went ahead and scheduled the truck for the 30th, I clicked on the confirmation number and was taken to the Uhaul site where I found the pickup date listed to be June 30, 2012 and the dropoff date, for July 1, 2012. I printed this document on June 27th and that date appears on my printout. I again checked this number on June 29 while also placing a phone call just after noon because we were supposed to receive a phone call to confirm the pickup location. At which time I spoke to a customer service representative who assured me that my truck had been reserved and advised that I give dispatch until 5 pm to give us a pickup location. No call came. When 5 pm came and went, I called again and was told there were no truck and I also clicked on the reservation number only this time it had been changed to July 1 pickup and July 2 dropoff. I also printed this screen dated 6/29/12. After calling, getting transferred and disconnected, being told there were no trucks of any size, I cancelled the July 1 reservation and again - big surprise - the date had been changed back to June 30th pickup and I also have the email confirmation of that cancellation. I now have to find a truck, my contract with your company was broken and nobody has taken any responsibility for this situation.Desired Settlement: If I am able to find a replacement truck, I will probably have to pay more for a last minute rental. If so, I want to be reimbursed for the difference in price. Regardless, I want to receive credit for a free truck rental. This was a breach of contract - period.

Business

Response:

July 9, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a letter advising her of our reservation procedures and offered her an apology for the inconvenience she experienced. Mr. [redacted] explained that her reservation was mistakenly switched from July 1st and then back to June 30th as originally requested. Due to our error, Mr. [redacted] issued a refund for the $50.00 Reservation Guarantee 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

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 did receive a refund of $50.00, however, I absolutely did not receive any communication from a Uhaul representative. I have received no apology or explanation.

Review: Refiling on Revdex.com Complaint #[redacted]Ms. [redacted], Ms. [redacted], and Ms. [redacted], subsequent managers who replaced Mr. [redacted], Sr. at U-Haul Storage of St. Augustine, a Florida franchise company of U-Haul International, Inc. of Arizona, would not honor a U-Haul promotion of a free rental month given to me by Mr. [redacted], and illegally sold all of my contents in my storage unit in a Lein Sale(s). I was to get a free third month, after my first initial payment. This was done in spite of calls made by Mr. [redacted] to these other 3 managers to confirm the U-Haul promotion that was granted to me. Below is my payment schedule:4/8/2009 - 5/7/2009 My initial Storage Rental Agreement with Mr. [redacted] and I made my first initial payment for my first month's rental.5/8/2009 - 6/7/2009 My first month's rental, after my initial first payment6/8/2009 - 7/7/2009 My second month's rental, after my initial first payment. 7/8/2009 - 8/7/2009 My free third month's rental, but on 7/21/2009, I started receiving notices from Ms. [redacted]; a Late Notice dated 7/21/2009 (which started the many phone calls and emails to this storage facility and to U-Haul International concerning this matter), a Pre-Lein Notice dated 7/31/2009, . 8/16/2009 I received notification of a Lein Sale informing me that my unit was locked, the contents in my unit were sold in auction, that it was too late, and that I was still being charged for rental fees for my free month during 7/78/2009-8/7/2009 with accrued delinquent fees. I was no longer in St. Augustine, but in Jacksonville, Florida, then.9/25/2009 I received a Sale Notice advising me that I still owed UHaul $168.35 because the contents in my unit only sold for $350.00.Desired Settlement: Full payment of my auctioned contents in my storage unit, proof of and reimbursement of the purported sales price UHaul received from the auctioned contents of my storage unit, the elimination of all the accrued delinquent fees and all other related fees from the cost of the auction, the removal of any damaging credit reports UHaul may have filed against me, and the formal filing against this company. If the Revdex.com of Arizona can refer me to an Arizona attorney there, I will file a formal lawsuit.

Business

Response:

February 3, 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 Jacksonville, FL regional office, followed up on the information Ms. [redacted] provided. She informed our office they followed proper procedures when Ms. [redacted]’s unit was sold on September 26, 2009. Ms. [redacted] has record of the amounts of $105.95 and $50 being written off Ms. [redacted]’s storage account on July 18, 2009. She also has record of calls made to Ms. [redacted] in an attempt to bring her storage account out of delinquent status before the auction was 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.

In short, the fact is that UHaul did not honor the free month UHaul promotion that was granted me, even though the initiating Manager even called and confirmed with the new Managers of it. Because UHaul continued with the auction processes anyway, it caused me the loss of all of my personal effects I had.

Review: On the __Apr2013, I phoned and booked a rental truck for moving purposes in the town of Smiths Falls Ontario.On the 30Apr2013, I recived another confirmation email stating that I would have to drive to Perth Ontario to pick up my rental, but it would be available at 0930hrs. I contacted the local dealer whom denied the original confirmation, and was very rude and hung up. I called traffic whom advised that the truck would be available that the truck would be available in Perth for the 1st as booked. I checked with the dealer in Perth whom advised that there would not in fact be a truck available for the 1st of April, but I could check with them around 11am and see. I then called traffic back and spoke with [redacted], whom checked and called back to advise that the only truck that would be available would be in Almonte Ontario, which is about a 40 minute drive each way. This whole scenario is very disconcerting, as I booked in advance as I need to move from my present location on this day, had to take the day off work(small business owner), and booked friends whom also took the day off work to assist. I spent several hours trying to fix the issue which obviously took away from my workday. At time of this writing the issue was only rectified by taking time off work and driving to Almonte to pick up a truck and having to return it to Almonte the same day.sincerely[redacted].Desired Settlement: DesiredSettlementID: Refund

I would like a refund to cover the further inccured costs of having to take more time away from work, and the extra driving times

Business

Response:

May 2, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western Quebec, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and discussed his concerns. He also advised him of a refund in the amount of $87 for the extra traveling costs he incurred. Mr. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

I reserved a 26' truck along with various accessories. At 6:10 pm the day before the pick up was schedule, I received an email telling me exactly "We have a 26' Moving Van, Furniture Pads, Utility Dolly, Furniture Dolly and Appliance Dolly reserved for you and guaranteed tomorrow 5/31/2013 at 2:00 PM. We are located at [redacted].

If this does not work for you, please call us or reply at:

Then, at 6:25 pm today I received a phone call from them telling me the truck wouldn't be available until 2 pm the day AFTER my reservation! WTF! So, now it is 7:20 pm, all the moving truck places are closed and I don't have a truck for tomorrow to move across the state! What is up with this type of customer service! One minute everything is fine and I have a truck and the next, Uhaul here in Raleigh, NC changes my reservation AND has my credit card information in their system for a truck I can't use. AND, they leave me with less then 8 hours to find another truck from another carrier. This company has a pattern of doing this because the Penske rental people called me when I cancelled my order and told me this would happen if I used Uhaul. I'll never recommend or use this company again - for anything!

Review: I called to ask if I could return a truck to a different location due to troubles I had with my move. I was told there would be a $300 charge. I agreed. I returned the truck to the location I discussed with uhaul, the uhaul representative had no internet connection and called in the return by phone. He did not mention any additional charges until he hung up the call. He said there was additional charges but he couldn't print a receipt. I then called uhaul and found I was charged an additional $272 on top of the $300. I was sent to three representatives until one filed a complaint. They then said they made me aware of the charges which is untrue. The customer service reps were all very rude also.Desired Settlement: $272

Business

Response:

February 25, 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 Eastern Wisconsin regional office, followed up on the information Mr. [redacted] provided. He sent him the following email:

Mr. [redacted], My name is [redacted] and I am in charge of reviewing your Revdex.com file. I did try to reach you via phone but was received a message stating the service was no longer available at ###-###-####. So I am reaching out to you via email instead. I have spoken to all parties involved and have decided that the manner in which the extra charges regarding the extra days and added safe coverage were conveyed to you, was not sufficient in allowing you to make a completely informed decision on whether or not you would return the truck to L'anse or Green Bay. Therefore I have refunded you $288. $160 for the extra 4 days. $112 for the extra save coverage $16 in added tax. You should receive an email to this address with the receipt of this transaction. If you have any further questions, please feel free to contact me. Thank you, [redacted] Traffic Control Manager 750 Office: ###-###-#### Office: ###-###-#### Voip 750301 Fax: ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I was initially quoted 380 the day I reserved my uhaul and then on the day of pick up I was charged a different price of 486. I am extremely unsatisfied with my service experience with uhaul and would not use their services because they refuse to honor their initial quote!Desired Settlement: I would like them to refund me my money they charged me over the initial quote of 380!

Business

Response:

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Gorman, a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email:

Hello Miss. [redacted], I am writing due to the complaint file we have regarding the reservation. I apologize for the experience. I was able to pull the call. I do apologize for any miss-understanding. The agent offered an alternate drop off discount to drop in Baton Rouge of $383, however, the discount was declined. If you have any other questions please let us know. 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

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.

there were three people on the phone call with U-Haul's agent. How did three people misunderstand

Agent? The phone number that Uhaul agent [redacted] reserved my reservation on was [redacted]. Please refer to that phone conversation that the reservation was made from. I even verified the amount for 380 before I gave her my card number. I am extremely I'm unpleased with my service still and would never use U-Haul ever again. [redacted] lacked in his job as a supervisior by just emailing me this very generic email and has not done his job in taking care of this matter in a professional manner as a customer service supervisior. He never even contacted me by phone as I have tried to contact him today. I would like for Revdex.com to review the phone call that they were able to pull.

Regards,

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager for U-Haul International, reviewed the information Ms. [redacted] recently provided. He relayed he found the same results as previously explained in the email to Ms. [redacted] by [redacted] on June 16th. Mr. [redacted] added that no refunds will be issued. Ms. [redacted] declined the alternate drop off, which would have been $383.00.

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 December 15, 2013 my roommate [redacted] and myself, [redacted] rented a U-haul under my [redacted] with the understanding that the estimated charges of $155.95 would be charged to the [redacted] and the charge would not exceed the authorized amount of $174.74.

Documented below is the timeline of events that followed:

1) [redacted] and myself picked up the U-haul at approximately 9:30 am on December 15, 2013 from [redacted] (U-Haul Neighborhood Dealer) [redacted] Upon inspection of the vehicle we commented on the smell of gas in the U-haul and it was dismissed as "kids trying to siphon gas."

2) Arrived at our location and started to load the U-haul. We noticed the gas gauge had gone down considerably and that there was gas on the driveway. The first call stating this to U-haul was made by [redacted] around 1 pm. U-haul's phone representative in Phoenix, Arizona requested us to stop loading the truck as they would send a new one.

3) A U-haul representative arrived without another truck and spent over an hour looking around and under the U-haul. He said he couldn't find the problem, however he agreed that he could see and smell gas. He did not recommend driving the truck, and said he would try to get a tow and that we were to remain waiting and neither finish loading or unloading the truck. He left without reporting back.

4) We waited for over two hours while on the phone with U-haul getting transferred and explaining our story to over 8 different representatives. No one is able to update us on the status, or give us any direction except to neither load or unload the U-haul. At this point it would be too late to catch our last ferry from Vancouver to Victoria and are now stranded. We are assured by U-haul staff that they would book and cover the cost of two motel rooms at the [redacted] in Newton, Surrey.

5) At approximately 8:00 pm a tow truck from "B n R" towing arrives and hooks up the U-haul. Still with no direction by either U-haul or the towing company as to what to do with our belongings, we decided to finish loading the rest of our belongings into the truck, as we need to vacate our suite by 9 pm.

6) The tow truck driver waited for two hours while we loaded the truck. We stated our concern about wasting his time and not being able to pay for the tow. He states "It's no problem, U-haul is paying the bill."

7) The driver agrees to take us to the [redacted] where U-haul had reserved two rooms. The truck was taken to U-haul grounds where it stayed overnight.

8) After checking into our rooms, we are informed by [redacted] staff that U-haul has now only agreed to pay for one room, so we relocate into one.

9) In the morning, the U-haul was towed to two mechanics for inspection while we waited at the motel, unaware of what was being done, or what happens from here. They finally call to inform us that the truck is fine and drivable and that we are now responsible for all applied charges which included the motel, multiple tow charges and mechanic charges.......had another truck been provided initially, as stated, these costs could all have been avoided.

10) My credit card was authorized for $142 and yet $600 was charged, even though I had spoken to two representatives who assured me that my card would not be charged and it would be up to [redacted] and [redacted] to pay the bill in person. These calls were recorded, as stated on the phone. Both parties had called in and agreed to these terms.

11) After speaking to horace martin in uhaul claims and requesting a break down of the initial charges on december 10th I have still not received this. Two more unauthorized charges of 174 were made today and another 2000$ charge attempted. None of these numbers have been represented or explained/shown to us just been billed to the card

The initial call to U-haul was made as we believed the gas leak to be a safety concern. We are now being accused of a fraudulent claim, however;

1)we did not call the tow truck

2)we did not make the hotel reservation

3) and, we did not decide on our own that the truck should not be driven. All of these decisions were made by U-haul representatives on behalf of U-haul.

After two weeks and over ten phone calls by both myself and [redacted] to U-haul, attempting to reach someone of authority to resolve this issue and after discussion with [redacted] of U-haul claims today (Jan 10) with still no resolution, I am requesting a full refund of all charges and the release of our belongings, with no additional charges.Desired Settlement: I am requesting a full refund of all charges and the release of our belongings, with no additional charges.

Business

Response:

January 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and assured her the truck she rented had been inspected by two separate repair shops and no issues were found. We ended up putting her goods into storage to free our truck and put it back into our rental fleet since they refused to unload the truck for two weeks. If her goods are not retrieved from storage within the specified time frame provided, we will start charging a monthly fee. Mr. [redacted] had advised Ms. [redacted] a refund 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,

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.

[redacted] DID NOT follow up. After spending over two weeks attempting to contact a person of authority his number was given to me to which I CALLED HIM. Although he states we refused to unload the truck we were given no information as to the whereabouts of our stuff during this time and would of most definatly come to get it had we known what was going on. No phone calls from uhaul were made to us to inform us of the situation and every time we called we were patched to a phoenix Arizona employee which could offer no information on what was happening nor provide us with contact with a person of authority. Twice we requested "conflict resolution" and were told someone would be in contact withing 48 hours which never happened. Charges were then put through on my [redacted] for storage fees and unknown fees while we continued to wait for their call however none of these fees were authorized. When I spoke to [redacted] I requested he send me a statement for these fees to which I still have not recieved. As soon as we spoke to [redacted] and found out more information we made arrangements to go and obtain our stuff which has now been released. I am still requesting a refund of the $600 charge as well as two $174.00 charges as no bill could ever be provided.

As for the condition of the truck being deemed driveable that does not change the fact that it was Uhaul who made the decision to tow the truck, delay our move and therefore AGREED to pay for our hotel room. As said before had a new truck been delivered as they stated it would all of this could have been avoided. I hold Uhaul responsible for these decisions and all charges inflicted and will be placing this in the hands of a lawyer if charges are not reversed asap.

Regards,

Business

Response:

January 27, 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 British Columbia regional office, reviewed the information Ms. [redacted] recently provided. He advised our office he attempted to reach Ms. [redacted] at both telephone numbers listed in order to personally address her concerns, but has not received a return call from the messages he left. In case Ms. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-#### or direct at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Hello [redacted] I received your two voices messages today (January 22nd) and appreciate you getting back to me however am unable to call you back due to my work schedule from 8-6 Monday to Friday, and you were not in the office this evening. Please respond to this email as I would also like to have written documentation of all conversation that occurs.

Sincerely, [redacted]

*. [redacted] ([redacted]@uhaul.com)Add to contacts28/01/2014To: [redacted]

Hello [redacted], I regret we are in this situation and I understand that you feel charges occurred based on decisions U-Haul made. However we were force to make those decisions based on the information your party provided. Your party claimed the truck was leaking fuel in the the box of the truck. In fact there was no leak at all. I would also like to point out that your party left the items in the back of the truck for approximately 3 weeks at which time we felt it necessary to move them into storage to make the truck available to rent. I feel we were more than accommodating by not applying those charges to you. Therefore, regrettably we will not be issuing a credit of the previous charges. I acknowledge that you were charged for the false claim because there was no issue with the truck per the three inspections.

I am sorry but we will not be providing a refund.

Regards, [redacted]

9/01/2014To:

[redacted];

I would like to clarify we did not state the truck was leaking fuel into he box of the truck but underneath the truck on the driveway, which was agreed by the uhaul representative who came and looked, as well as landlord, and neighbour witness. Your representitive was the one who stated it was not recommended to drive. I would also like to point out that our party attempted to contact someone of authority at uhaul for the three weeks our Items were in the truck as to where the truck was, where our things were, and what we were to do. NO ONE could give us any information and we were told twice that someone of authority would call us back within 48 hours and never did. During this time we were on another island unaware of where our things were and what we were supposed to do, causing much stress. We made over twelve phone calls attempting to collect our things to no avail, all of which should be on record. As for not applying the charges for moving our things I have still, after numerous requests not been presented with a bill with a breakdown of any charges therefore am left in question as to where you get these numbers, what has been charged, and what hasn't. Please provide this as the information is needed.

Thank you,

Regards,

I have received messages from [redacted] and replied via email as per my lawyers request to have documentation of all discussion (as per denial to previous claims by uhaul due to no "proof") I am doing all of this via email so there is written documentation of everything that transpires to cover all of my bases. This is the email conversation up until today (January 30th)

Review: On June 7, 2013, I made a reservation at www.uhaul.com for a 17’ truck and tow dolly for a one-way move between Philadelphia, PA and Wilmington, MA on June 28, 2013. At 9:31AM on June 7, I received an automated reply email from U-Haul confirming my order, with order number [redacted]. The exact language of the email read “Your order is confirmed.”

I had heard horror stories from friends about their past experiences when U-Haul did not have a truck available when they went to pick up their reservation, so on June 18 at 1:31PM I called U-Haul to confirm my order. I provided my order number and the U-Haul representative assured me that my reservation was confirmed for June 28.

On June 27 at 9:41AM, I received an email from U-Haul confirming my reservation for June 28. The email read, “This is confirmation that the 17’ Moving Van, and Tow Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 06/28/2013 at [redacted], [redacted].”

On June 27 at 9:42AM, I received a text message on my cellphone from U-Haul confirming my reservation for June 28 at 12:00PM and requesting that I call [redacted] to confirm.

On June 27 at 1:34PM, I called [redacted] to confirm my reservation. I spoke with a woman who confirmed that my reservation would be ready for pickup on June 28 at 12:00PM.

On June 28 at approximately 8:00AM, I awoke to find a voicemail on my phone from [redacted] informing me that my reservation had been cancelled because I did not pickup my truck at 6:00AM. Between 8:00AM and 10:00AM, I attempted to call [redacted] many times, but no one answered the phone nor was there an answering service available. At 10:00AM the same woman that I spoke with on June 27 answered the phone. She informed me that my reservation had been cancelled because I was not there to pickup the reservation at 6:00AM. I informed her that the reservation had been confirmed for 12:00PM and that I had spoken with her the day before. She denied these facts and told me that she would call U-Haul dispatch and arrange for them to contact me with another truck.

At no time on June 28 did U-Haul dispatch contact me to attempt to address the situation caused by U-Haul’s failure to provide their confirmed and guaranteed service. Between 10:00AM and 2:00PM, I made many calls to U-Haul to attempt to get another truck but each U-Haul employee that I spoke with said that there were no trucks available in the Philadelphia area.

I called all other moving truck rental companies, but they also told me that they did not have any trucks available in the Philadelphia area. I had no option to stay at my apartment beyond June 29 because my lease ended that day. I was forced to rent a storage unit in Philadelphia and move to Massachusetts on June 29 with the majority of my belongings in storage in Philadelphia.

On June 28, numerous U-Haul employees told me that the only compensation available to me for U-Haul’s failure to provide their confirmed and guaranteed service was a $50 credit. This guarantee is prominently advertised on U-Haul’s website at [redacted]. I was assured that this credit would appear on my credit card statement within two business days. As of today, August 15, 2013, I still have not received any credit from U-Haul nor apology for the hardship that their failure to perform caused me.Desired Settlement: U-Haul should immediately credit me the $50 in accordance with their advertised policy. In addition, U-Haul should reimburse me for the storage unit charge and truck rental charge in the amount of $252.40 that I incurred due to U-Haul’s failure to perform. No storage unit charge would have been incurred in the absence of U-Haul’s failure to perform. In lieu of, or in addition to, the storage unit charge reimbursement, I would consider U-Haul’s offer to provide me with the originally contracted moving truck at no expense for the movement of my possessions from Philadelphia, PA to Wilmington, MA.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of South Philadelphia, 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 and advised him of a refund for the $50 Reservation Guarantee she issued back to his [redacted] account. The credit should post on his next credit card statement. Ms. [redacted] also included her call back number and asked Mr. [redacted] to contact her if he had further 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: When renting a u-uhual moving truck I was informed minutes prior to my pick up time the truck I had settled on for a local route in hutchinson is had not come in. So I was offered to go pick a diffrent truck in Cheney is 50 miles away but still have to pay mileage and fuel for the truck, at a small discount. But, I was interested in a local route for hutchinson is ONLY. I was misinformed and not told that I would have to return the 26' truck to Cheney. I was told this by the location owner after arriving for pick up. This would now add an additional 50 miles on top of the 50 used to get it to hutch plus our moving miles. I was forced to use this truck due to no other vehicles in my area and the small timeline allotted to move my family. I was told by an agent of u-haul on the phone during the pick up process that even though I was not informed by the other agent earlier in the day of the need to return the u-haul to cheney that It was my fault I was misinformed.

Business

Response:

February 26, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and issued a supplemental refund for $20 in addition to the refund for the $50 Reservation Guarantee Fee that was preciously issued. Mr. [redacted] was also given a $10 discount on the original truck rental fee and $0.20 off per mile. The $20 refund should post on his next Master Card credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I Reserved a Truck with U-haul to be picked up at their Location on North [redacted] in [redacted] - on Saturday 07/13/2013.

The price of the Truck was set at $29.95/day + $0.89/mile

The Truck was to be dropped off at the same location on Sunday 07/14

Without notice - the pickup location was moved to [redacted] - adding significant additional time - and mileage to the move. I complained - and asked that the truck either be arranged to be picked up in [redacted] - or that the mileage be covered by U-Haul for the Transit from [redacted] and Back. The company refused both - stating they were corporate and could not do anything.

At the last minute in one quick action they increased the price of my rental by 2-3X.

I want an apology and some attempt to remedy.

As it stands I am filing a complaint with the state's attorney general AND the city of [redacted] consumer protection bureau. I am also trying to source a truck elsewhere - even if at greater cost.

This is a HORRIBLE BusinessDesired Settlement: Make good on your promise to deliver the desired truck at the desired location

Business

Response:

July 18, 2013

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

[redacted] the Executive Assistant for our [redacted] Regional Office sent an e-mail to Mr. [redacted] today apologizing for his recent experience with our company. Ms. [redacted] also processed the $50 reservation guarantee to Mr. [redacted]'s [redacted] Card. The credit should appear on Mr. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: UPON SIGNING A RENTAL AGREEMENT ON SUNDAY, MARCH 10, 2013, I ASKED THE REPRESENTATIVE WHO ASSISTED ME IF THERE WOULD BE A HOLD PLACED ON MY ACCOUNT WHEN USING MY DEBIT CARD. I WAS INFORMED THAT THERE WOULDN'T BE. I STRESSED THAT SOME COMPANIES PLACE HOLD OF UP TO $100.00 FOR TRANSACTIONS THAT ARE ONLY $20, AND AGAIN THE REPRESENTATIVE ASSURED ME THAT THER WOULDN'T BE A HOLD PLACE ON MY CARD, AS LONG AS I RAN IT AS CREDIT. I DID JUST THAT. AFTER RETURNING EQUIPMENT THAT I RENTED, I RECEIVED 2 NON SUFFICIENT FUNDS FEES FROM MY BANK IN THE AMOUNT TOTALING $70.00. U-HAUL DID IN FACT PLACE A HOLD ON FUNDS FROM MY ACCOUNT CAUSING FINACIAL DISRUPTION IN MY ACCOUNT. ITEMS THAT WOULD OF NORMALLY CLEARED, DID NOT AND HAS SINCE CAUSED MY FINANCIAL COMPLICATIONS. MY COMPLAINT IS THAT THE REPRESENTATIVE PROVIDED ME WITH FALSE INFORMATION IN REGARDS TO THEIR BUSINESS PRACTICES AND HAS SUBSEQUENTLY CAUSED ME FINANCIAL SUFFERING.Desired Settlement: I DESIRE MONIES THAT WERE BEING HELD TO BE RETURNED SO THAT I CAN BETTER RECTIFY MY FINANCIAL PROBLEMS THAT I HAVE NOW BECAUSE OF THEIR FALSIFIED INFORMATION DURING A BUSINESS TRANSACTION.

Business

Response:

March 20, 2013

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

Mr. [redacted], our Field Manager for the U-haul Company of Western AZ, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and addressed her concerns. He relayed that she understood the rental charges applied.

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: WARNING: UHAUL WARNING. Do Not Waste Your Money,Time and Energy!I tried to be a customer,I quoted online and was told exactly What I wanted was available in my city, so then I arranged a truck To be able to use the trailer I needed to rent,which wasn't cheapIn any way to accomplish.Then I called one of the two uhaul's in town And was told there were no tow trailers,so I naturally assumed theOther must have one and went there all gassed up n ready to go exceptWhen we came in and asked she told us no and she looked up the closest One that was over an hour and 1/2 away but the car 4 wheel trailer wasAvailable only 20 minutes away,so I'll make due with that mistake and Drive further after going thru all the hoops and license numbers andthe whole shibang. Now finally we got to the other city's uhaul and Have to go through it all again,took credit info n all and then said That the hummer h3 isn't capable of having the uhaul trailer on it.Which is ridiculous. So I call to find out what's going on and IAsked why I don't have trailer and I verified online when in realitythere was no trailer turntable by the vehicle that was verified onlineAnd then at the office then denied,having all car info in their system.Anyway the end result was them saying I could drive another 2hr away toPick it up. I had too much faith in uhaul and it ended up taking all morningJust to be get nothing done. UHAUL WILL LIE TO YOU AND PRETEND THEY HAVE WHAT YOU WANT SO YOU HAVE TO GO WHERE EVER WHEN YOU ALREADY ARRANGED TO DO EXACTLY THAT,movingA car in my case, uhaul sucks big ones and I'll never go to them ever again in my LIFE.Desired Settlement: I FEEL A FREE USE OF ITEM I INTENDED TO RENT,to compensate for all the time,energy and especially money that was wasted because of Uhauls unreliability to me and the customerIt is fraudulent to say you can do rent an item online then switch location when the customer arrives because you never actually had ITEM that was advertised online. This is FRAUDULENT!!!Disgusting business practices!

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Inland Northwest Regional Office located in Spokane, followed up on the information Dr. [redacted] provided. She informed our office they spoke to Dr. [redacted] the day of his rental. He was advised that the wrong hitch weight was input into the system at the time of his reservation, therefore, consequently the vehicle did not pass the pre-tow inspection. His vehicle could only tow our Tow-Dolly and not our Auto-Transport. A refund for the $50 Reservation Guarantee Fee was issued back to Dr. [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:

[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,