J.R.J. Tara Corporation

Review: I went to U-Haul to rent a truck on Aug 29,2014 . The agreement was that I was going to have the truck for 24 hours, and that I am going to stay in-town only. This is what the contrct is stated. He asked me how many miles what I need the truck for. I said 30 miles. I did not know how many miles it take to run errands in Flint, Mi. My total was $40.97. I used the truck to pick up televisions,mattreses,dishes at my aunt house and I went to 3 garage sales. I did some shopping. My shopping destinations where allin flint,mi. On Saturday Aug 30,2014 at 9.59 a.m, I pulled up at the u-haul in the drop off vehicle section. The man checks the vehicle for gas replacement and cleaniness and for accident dents. I went in the store to wait for service. It was busy it was only one person doing check in drop off vehicle. I asked him was there enough gas in there he said yes. Then he told me that my total miles were 93.5 mies. I said how can I do that many miles in city of flint. I did not go anywhere. He told me miles to add up. My total was $80.69. I got home and called there complaint department.I told her the story and she gave me a complaint number. She told the manager will call me in three business days for a resolution. I have not heard anything.Desired Settlement: I would like my $33.58 refunded back to me for the over charged of the 63.5 miles.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM at U-Haul at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $33.58 as requested for the miles she states she did not travel. He also offered his apology for the inconvenience she experienced. The refund was issued back to Ms. [redacted]’ [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: Here is a story for you.My Grandfather passed away, he was a tool and dye maker/ machinist in[redacted], California.I inherited all of his machines, and my mom and aunt inherited a bunchof custom furniture and art that he made over his lifetime.To give you an idea of what is in these containers, I've attached aphoto of a lamp he made. It has over 5,000 individual pieces, and tookhim months to make. He made it in the early 1970s.We contacted Uhaul, assuming that since they are a nationwide company,they are therefor reputable.They delivered the empty UBoxes to California. We ordered five boxesto fit everything into. The promise was that they would drop-off theempty boxes, we would fill them, and they would deliver them to thedrop-off at my dad's house in [redacted] Colorado.The workers showed up in California, picked up the filled boxes andwere off. There were no problems on the pick-up end.Now, we were promised the boxes would arrive at my dad's house aroundMonday, Nov. 12th.I have spent the entire week calling, re-calling, calling back, tryingto figure out what is happening on Uhaul's end.At first, the employees informed me "well the truck is listed as'LATE,' but that NEVER happens," and "let me write down yourinformation, and we'll call you back when we figure this out."I would like to note that today is Friday, November 16th at 3:46 p.m.,and as of now- no one from Uhaul has EVER called me back. It is alwaysME calling THEM.Yesterday, I was told that their one flatbed truck was broken and inthe shop, and that is the cause of the delay.Today, I called and talked to the morning General Manager. He saidthat the flatbed was indeed in the shop, and might be there for a fewweeks. They only have one flatbed. I respect that they are a business,and need to make money. They may even be a franchise.But our boxes are sitting in a warehouse in [redacted], Colorado, andUhaul has no means of delivering them to us at this time.When we scheduled through the California office, we were told "We'lldrop off the empty boxes, you load them, we'll pick them up, thenwe'll deliver them to the drop-off house, and you can unpack them, andcall us to pick up the empty boxes."Today, the morning General Manager took my information, like everyoneelse did, and said he would attempt to call the [redacted] Uhaul, andask if they could use their flatbed to bring us our boxes. He nevercalled back, as is the pattern.I called them this evening, and there was a DIFFERENT General Manager.I had to re-tell the entire story, and re-explain the situation. Iasked if they had a vehicle to deliver the boxes one-by-one ortwo-by-two. They said they could, but it would cost us five times asmuch because it would be five trips. He suggested we rent a truck fromthem, and drive the boxes one-by-one to the house. I asked if therewould be some fiscal compensation for our troubles, i.e.- a discountin price.He said no, he couldn't do that, and that it might cost us more to dothe work ourselves.The original promise was a door-to-door delivery.If they can't hold up their end, they need to rent a flatbed, orsomething. They have, so far, offered no suggestions or solutions.If the delay was on MY end, I'm sure they would charge me storagefees, and I would pay them.Alas, the delay is on THEIR end, and I am getting nowhere with them.The not calling me back has guaranteed that I get a new person everytime, have to re-explain the situation, and that employee can get asfar as the others have.We are really at wit's end.We just want our boxes- they contain furniture, art and tools that canNEVER be replaced because my Grandfather (who made them) has passed.Two of the top three most traumatic events in someone's life are"death" at number one, and "moving/ relocation" at number three.We are dealing with two of the top three, and Uhaul has made them MOREtraumatic. Please, please, PLEASE help! We don't know what else to do,or where else to turn!I've even emailed a complaint to Uhaul Corporate Headquarters,Desired Settlement: DesiredSettlementID: Other (requires explanation)

We just want our boxes delivered.

Business

Response:

November 28, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Sylvia Satchell, our

Executive Assistant for the U-Haul Company of East LA, followed up on

the information Mr. [redacted] provided. She informed our office the

U-Boxes were delivered on November 17th.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I BROUGHT A TRAILER HITCH FOR MY 1977 CHEVY IMPALA ON 07/30/2013 FRO YOUR [redacted] LOCATION FROM THE MGR MS. [redacted] SHE TOLD ME IT WOULD BE AVAILABLE ON 08/10/2013, IT NEVER CAME IN AND I HAVE BEEN CALLING UHAUL EVER SINCE. TO NO AVAIL I HAVE CALL AND LETF MESSAGES AND NO ONE HAS RETURNED MY CALLS. I SPOKE WITH THE MGR MS. [redacted] ONLY ONCE SINCE I BROUGHT THE TRAILER HITCH AND SHE SAID IT WAS STILL NOT IN SHE WOULD CALL ME BACK WHEN IT COMES IN. THAT WAS EARLYER THIS MONTH. I WAS REFERED TO UHAULS OBJECTION DEPT TO FILE A COMPLAINT. NO ONE HAS CONTACTED ME YET, IT'S ALMOST TWO. THIS IS NO WAY TO DO BUSINESS. I NEEDED THIS TRAILER HITCH TO DO MY BUSINESS, I HAVE LOST INCOME BECAUSE OF UHAULS NEGLIGENCE.Desired Settlement: I FEEL UHAUL SHOULD GIVE ME ALL OF MY MONEY BACK AND GIVE THE HITCH COMPLIMENTS OF UHAUL, BECAUSE OF MY LOSES.

Business

Response:

September 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant of our [redacted] regional office, followed up on the information Mr. [redacted]rovided. She informed our office that our GM and Mr. [redacted] were able to reach an amicable resolution. We will not charge for hitch and wiring labor, which totals $112.50.

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 have had a 26 foot U-haul reserved for 2 weeks. Moving day is tomorrow. I have committed to pay for furniture to be packed tomorrow morning and unloaded on Sunday. This also required that I take days off of work for moving. This morning we were told the truck we were promised would not be available. Their solution is for us to drive an hour away to pick one up. No one seemed to care about the inconvenience or cost this is causing us. I have never experienced such bad business practice before.

Review: This location advertise and counsel me to purchase a product that they knew was not appropriate for my car and they knew my car could not handle it. I witness how their computer was not allowing the transaction for some reason... I today understand why and the corrupted employees all got together and input manipulated information into their system to bypass the restriction. This cause me many unexpected expenses and damages that I had to cover out of my pocket. I called the company many times and file a claim to the headquarters for my money full refund. The company told me they would refund me and I'm still waiting to be refunded $575. I have a written statement from an experience employee from another of the U haul company establishment in Texas ensuring that the items that the U haul in Florida sold me could not be supported by my vehicle, nor could my vehicle handle it. Also, the U haul in Florida did the wiring of the hitch cables improperly causing damages to my vehicle and my brake lights will not go off. I have the inconvenience of having to unplug my battery cables when the car is parked so the battery don't get drain.Desired Settlement: FULL REFUND OF $575.00 and the payment for the expenses for fixing the electrical wiring of the hitch which damaged the electrical system of my Toyota Camry.

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted], [redacted]@uhaul.com, President, U-Haul Company of Orlando

A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

U Haul not only failed once but twice and it continues to fail on us the customers and affected party. We are requesting the full refund as explained in the complaint. And let me be cleared, the full refund will not even get close to the extensive amount of our own money we had to spend towards correcting their mistakes and failures. Their fails cost us the savings we had for the relocation to Texas and put us in a dire situation that we do not wish on no one, mind you I have a child. We were on the road suffering due to their mishaps. A trip that would normally take 14 hours turned into a 4 day trip that drained all our finances. The company as being irresponsible and rude with us from the beginning. The employee [redacted] at the Orlando, FL was very rude and unkind, non cooperative and disrespectful to us during our phone conversations. We contacted Uhaul locations and the headquarters many times and our claims had been ignored, giving us no choice but to take action against them. Please, resolve this once and for all and take responsibility for your failures. UHaul failed and I don't recommend them to anyone. Be aware, stay away from this company.

Regards,

Joan Belmont

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, reviewed [redacted] recent comments to your office. [redacted] advised our office there has been no change in the resolution already presented and asked that we refer you back to my previous response dated August 5, 2014.

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 ordered a U-Haul from from their [redacted] location. I made the order on a Monday or Tuesday and I was scheduled to pick it up on Sunday, 8/10 at 10am. I received a confirmation number for the arrangement on Monday or Tuesday (#[redacted]). They also charged my credit card for $282 around this time ($168 for the truck, $114 for the mount). I received a call from the business that Friday. I called them back and the call was to confirm that I was set to pick up the truck on Sunday. However, on Friday afternoon, my girlfriend got a call from her friend stating that the business re-rented the truck to someone else. I called the business about this, and they did confirm that the truck was rented out. However, they also confirmed that the truck would at least be back for my scheduled pick-up time on the 10th. I called them Sunday as soon as they opened at 8:30am. A woman answered and said that the truck was out, and would not be there until Tuesday morning. The lady on the phone referred me to corporate, and I was on hold for 45 minutes without any one taking my call. The employee also took down my number, but I never received a call back from the business at all. The truck should have never been re-rented.Desired Settlement: I want the money they took off the credit card. They told me that they would give a month's free on the storage and we never even heard from them about them. I just want to be treated right and I am not looking for anything for free. However, I did not get something I paid for.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the original reservation document and researched the credit card number listed. He verified no charges were applied. Mr. [redacted] contacted Mr. [redacted] and offered his apology as well as let him know he would be speaking to our dealer to ensure proper procedures are being followed locally. He also provided his cell phone number in case any charges appeared on his credit card in the future.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 reserved a 6x12 enclosed trailer from uhaul.com. I was contacted and scheduled a time to pick the trailer up. Due to there not being a trailer in my area I was instructed to drive 18 miles one way to pick it up and I agreed that I would do that if I could drop it off at my town where I lived for the "local" price. The traffic department agreed. I went to pick up my trailer at 530 pm and the trailer was sitting there waiting on the yard. I walked into the dealer in guntersville alabama and they lady told me that I could not have the trailer because she had promised it to someone else. I contacted the traffic department, and they contacted the dealer to confirm that the trailer was not on reservation and it was only promised. I was told that I could not have the trailer and I would have to wait till the trailer I was assigned to was returned at an unknown time. I attempted to resolve the problem with the traffic department and they became combative. I told them to cancel my reservation and I would NOT pay the cancellation fee. I also told them I wanted a call from the president of the marketing company. I have yet to receive the call weeks later and several emails and phone calls to his office. The next day I got a call from the dealer asking if I still wanted the trailer, that I told them I had cancelled.Desired Settlement: I would like the $50 credit that is promised if they dont have the equipment or a big discount for the rental that I am going to make February 1st

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was scheduled for a 2:00pm pick up. There were two trailers at our U-Haul location. Mr. [redacted] called the location and rescheduled for pick up at 6:00pm and we scheduled him on the later returning trailer. Mr. [redacted] showed up earlier than he had been rescheduled to pick up the trailer but the other trailer was being rented out. Mr. [redacted] stated he did receive an email from Mr. [redacted] and he responded that he would contact him back, however, the Revdex.com file was received in the mean time.

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.

mr [redacted] NEVER attempted to contact me our return my callls and sent me an email saying he would call me on 1/20. I never got a call. the other trailer was not on reservation or rental but the dealer had verbally promised the trailer to someone with out taking a credit card or cash deposit per uhaul policy to guarantee the equipmemt. I had a reservation I should have been entitled to the equipment.

Regards,

Business

Response:

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, reviewed the information Mr. [redacted] relayed. Our dealer’s encounter with Mr. [redacted] was not pleasant due to the foul language and yelling Mr. [redacted] did while at the store. Mr. [redacted] explained he did in fact try and contact Mr. [redacted] to advise him how our U-Haul location was in the process of already renting out a trailer when he showed up early for his reservation.

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.

I did not use foul language at the place of business when the trailer was attempted to be rented. U-Haul is using this against me to make me look like a bad person. Mr. [redacted] has still not made any attempt to talk to me in person, rather forwarding me voicemails regarding he will not talk to me due to the complaint that was filed. He has made no attempt to even listen to my side of the story, or talk with me over the phone leaving a return phone number, or email. He wants to avoid having to deal with the situation and would will not handle this accordingly. He decides to be a coward and hide behind the telephone, not realizing that without me, being a customer, he would not have the job he has. Mr. [redacted] does not realize that his actions have caused me to not only inform the local Revdex.com about his actions, but my friends and family as well, and while that may be just a few small people, it does affect his bottom line. I dont expect anything else from Mr. [redacted], or his company. They do not honor or support their customers who make reservations, or care for their profits or equipment, letting dealers make shady deals, not follow operating procedures, and not being attentive to customer needs. I hope you change your thought process and maybe you can make your marketing company successful.

Regards,

Review: I got accused of stealing an auto transport that was in my contract. My five year old and myself got stranded for over a week with a uhaul truck because I was told I could make it to my destination based on uhaul representatives information and we were rented faulty running equipment.Desired Settlement: We are requesting a refund an apology and our belongings shipped to us at no cost

Business

Response:

January 29, 2013

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

Mr. [redacted], our President for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office that when we retrieved the truck we found no mechanical problems. Ms. [redacted]’s items were put into storage and the truck was returned to our fleet and has been rented over 1200 miles without incident. The truck in question was also taken to a shop and we found no major repairs needed. Mr. [redacted] relayed that he does not see where a refund is due back to Ms. [redacted]. She will need to make arrangements to pick up her goods. If left in storage and not claimed, they will be scheduled for auction. Mr. [redacted] can be reached at his office toll free 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,

Executive Assistant

U-Haul International

Review: I have several complaints against Uhaul, primarily (1) the manner in which they failed to deliver a shipment of Uboxes to the correct island (in Hawaii) and (2) how they neglected to correct the matter in a timely fashion. Specifics:

1. I contracted Uhaul to ship three Uboxes from Peterborough, Ontario, Canada on October 29, 2104. The delivery location was to be to the Uhaul dealer in Kailua-Kona, Hawaii where I had arranged for pick up. Scheduled arrival date was for November 26, 2014.

2. Apparently while enroute during the month of November the dealer in Kailua-Kona closed.

3. The shipment consequently went to the island of Maui instead. I was contacted on November 13 by the traffic control manager at Uhaul to inform me of this. She had no explanation for why this happened, but then arranged to have it shipped to the dealer in Hilo, Hawaii ( the correct island at least). Sending to Hilo presented an entire new set of problems for me, in that Hilo is a 1.5 drive from Kailua-Kona.

4. Uhaul then told me they would arrange for Royal Hawaiian trucking to deliver to my location from Hilo at a "substantially reduced" cost. of $400.

5. A week went by and I heard nothing. When I called the traffic manager back on November 25, 2014, she said that the shipping company had not shipped it yet but it would go soon.

6. I was contacted yesterday (Dec 3, 2014) to tell me the shipment was on it's way from Maui and that it would arrive sometime in the next few days. In a follow-up call to Uhaul today (Dec. 4), I was told that they only moved the boxes from the Uhaul warehouse to the harbor yesterday, and it was now up to the shipping companies schedule as to when it would arrive.

7. I have filed a customer objection form with corporate office at Uhaul on November 22, 2014. I called back on November 27, 2104 and was told the ticket had been closed as it was "resolved". The person on the phone said they would re-open the ticket but after twenty minutes on hold, the phone went dead. I called them back today (Dec. 4) to complain again, and am waiting for a response.

8. A charge of $11,500 was put on my [redacted] on Nov.21, 2014 as payment for the shipment. I contacted [redacted] and asked this put suspended pending resolution. [redacted] is currently investigating the situation.

So, in summary, we still have no clear idea as to when the shipment will arrive; Uhaul has repeatedly given me either vague or misleading information, and has demonstrated a clear lack of "ownership" of this issue in order to resolve it. I do not think I should have to pay for the additional costs I will now incur in trying to recover my goods, and am considering whether I need to seek legal advice for consequential damages.Desired Settlement: I want U haul to either deliver the boxes to my location at their expense, or reimburse me for the cost of hiring a mover to retrieve and deliver the goods once the boxes arrive on island.

Business

Response:

December 16, 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 Hawaii Regional Office, followed up on the information Mr. [redacted] provided. When speaking to Mr. [redacted], she was informed Mr. [redacted] has arranged to pick up his U-Boxes at Royal Hawaiian Movers in Kailua-Kona.

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.

We incurred additional expenses, stress and inconvenience as a result of Uhaul's inability first to deliver to the proper island, then secondly, failure to take ownership of having it delivered to the right place, and third the prolonged delay in getting this resolved (Uboxes arrived in Maui on November 13, and we finally we're able to get possession on December 16th. Even allowing for reasonable delays (original delivery date was to November 26th), it is ridiculous that Uhaul acted in the way they did. It took many phone calls, emails and texts to get this resolved. It was only after I hired a third party mover to assist me that I was able to "liberate" our belongings directly at the harbor. Throughout all of this, Uhaul demonstrated a lack of responsibility. What I want is for Uhaul to compensate us $580 for the additional cost of hiring a mover. The Royal Hawaiian solution they proposed was not tenable as Royal Hawaiian had neither the means nor the desire to assist us.

Regards,

Business

Response:

January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office. He informed our office he has left three separate messages for Mr. [redacted] requesting a return call. He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution. Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####. He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him soon.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I ordered 3 Ubox units and was told to call once my move was approaching. I called on June 21st and was told I would receive a call back from the truck driver...no call. I called again on June 22nd and was told the same thing...no call. I spoke to the branch Ubox manager on June 24th, [redacted] and he told me I would receive a call the following day to tell me what time they would be coming by to deliver the box. June 25th came and went and NO phone call. On June 25th I called the corporate phone number to speak to a supervisor, when I explained the situation they said it would be escalated and I would receive an update...NO one called me back! The following day, June 26th I called the corporate number again and spoke to a man would was the first person I spoke to who had concern and care for our situation, he assured me that he would escalate the issue and SOMEONE would call me back...no one called me. June 27th, the day of my closing I received a call from the branch manager, [redacted] looking to schedule the delivery that day. He told me the truck had broken and had NO empathy or was not apologetic at all about the situation. I refuse to believe that a company of this magnitude would allow something like this to happen and not care at all. If anyone actually cares about this company and its reputation, please call me at ###-###-#### . During this process I also emailed and a representative tried to respond but claimed she couldn't pull up my order so she offered no assistance at all.

My family and I had to push out our closing due to the company's inability to communicate during this process. There were so many people involved in this closing of our home and since I was never able to get anyone to respond about our shipment, it caused extreme complications and stress.Desired Settlement: I want some refund in this transaction due to the absolute unprofessionalism, lack of concern and lack of communication during this awful experience.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]k, our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and discussed her concerns. They were able to agree on a refund to Ms. [redacted]for $300.

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: Our company called U-Box to order some onsite storage units (U-Boxes) to be placed and a job site. The job site was a residence that had been damaged by Hurricane Sandy and the resident was an elderly female customer. We ordered the U-Boxes on March 18th, 2013 and they were to be delivered on March 19th, 2013, and this happened. The boxes were needed so our company could make repairs to the customer's home from storm damage. Once our work was done, and our final day of moving the customers belongings back came about on May 29th - we now contacted U-Box and explained we were ready to have the boxes picked up and removed from the customers home. This did not happen. Our customer called us in June and explained the boxes were still in her driveway. This was now June 25th, 2013. Below is a log of all of my calls to U-Box in order to get the issue resolved with them. We feel as though because the location had some internal employee issues the account was not handled properly. Because of this our account was overcharged for a period of time that we did not need or expect to pay. The customer service each and every time we called (getting forwarded to different people and even having a rude employee hang up on us), was completely unsatisfactory. This was by far the worst customer service we have ever encountered, and hope not to ever again. We've had to deal with rude employee's, unsatisfactory customer service in the handling of our account, being over billed, time spent trying to resolve the issue over multiple days and calls, an extremely upset customer whose driveway was occupied by these storage boxes because the location had no one that could pick them up.

5/29/2013 2:10 PM - Called U-Box to have the boxes picked up from the customer's house.

6/25/2013 3:04 PM – Called and spoke to [redacted] and says that the order is still active and we were charged again for the boxes – he sent an email – to request that we get confirmation email that this order is now canceled and requested for us to get a credit for the extra billed month - [redacted] explained that U-Haul Moving and storage of [redacted] – [redacted] ###-###-#### was the location handling this account, but he would get the order closed and have them send me confirmation.

7/8/2013 2:36:42 PM – Called and spoke to [redacted] said we need to get to U-Box – [redacted] gave me the u-box Reservation Manager [redacted] ###-###-#### [redacted] and GM Naviem

7/9/2013 11:16:29 AM – Rec’d call from [redacted] finally and she apologized for our bad experience and stated that she had a bad employee that made a mess of everything over at the [redacted] location and left all kinds of problems for them. [redacted] assured me that the situation was going to be resolved and but showed there still was nothing in her system to show we tried to close the account after making several attempts to do so. [redacted] stated she was in the area of the customer and would go to get the boxes and close out our account with them and also provide us the credit we deserved as of May 29th when we originally called to have the boxes picked up.

7/10/2013 11:19:32 AM – As of today showed that we rec’d a credit of $159.90 towards our account and our records showed we should have rec’d a credit of $287.10 which means we still have a credit owed of $128.00. Called u-haul and was jumped all around from different employees in attempts to get back to [redacted] to resolve our issue (Marcia first answered the phone – I asked to speak to [redacted] – I was forwarded and [redacted] picked up. I explained my situation to [redacted] and asked to speak with [redacted] – because she was handling my situation from yesterday. [redacted] asked what she could do for me, and I explained that I needed to speak with [redacted] as she was already handling my situation. [redacted] then insisted rudely that I re-explain my whole situation to her for HER to better assist me. I explained to [redacted] that I was already dealing with [redacted] and [redacted] was the one that needed to handle my situation from the previous day and again asked to be forwarded to [redacted]. [redacted] AGAIN stated I needed to explain my situation to her so she could help me first, and I asked to just speak to [redacted] and at this time [redacted] disconnected my call. I called back an spoke with [redacted] now – who stated to me that [redacted] was sitting right next to her and she would get her for me right away. Now [redacted] from the call center answered and not [redacted] from the [redacted] location. I explained to [redacted] in detail what was going on and about our poor experience with U-Haul for the U-boxes we rented and she stated she was in different call center, and would send a message to the [redacted] location for them to have [redacted] call me back as soon as possible. [redacted] then stated that she would give me the customer service number of ###-###-#### to file a formal complaint about our experience with U-Haul in order to get the situation resolved.Desired Settlement: Our desired outcome would be for the U-Haul/U-Box facility of [redacted] to make proper refund of the overcharged amount to our credit card for the time dating back to the 29th of May 2013 because that was when we originally requested to have these boxes picked up. We were charged for the entire time of the boxes remaining onsite up until 7/9/13. Plus time and labor in which we have had to call them in order to try to get this issue resolved which has gone on far too long.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and offered her apology for the inconvenience he experienced. She assured him we are working to improve our services and offered to refund him $200 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: For the last three months or so, I have been aware that the air conditioning system has not been working. As a result of that, my personal belongs are starting to smell of mildew, due to the high heat and humidity. Yesterday I talked to the storage manager, and she confirmed that the air system has been broken for quite some time. She told me that when she gets in touch with the main office to complain about the problem, they keep telling her "maana," and the problem continues. The company never contacted me about the problem. However, I have been paying the full price for climate-controlled storage. I demand an adjustment in payment for the last three months, which I have already paid, and the month to come until the problem is solved.[redacted]. [redacted]Desired Settlement: Readjust the price of the rental service until the AC unit is fixed.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted],

Senior Staff for the U-Haul Company of Houston, followed up on the

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

message for Ms. [redacted] requesting a return call. She issued a credit

for one month of rent back to Ms. [redacted]'s account and will discuss

her concerns further when she hears back.

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: This complaint is for U-haul reservation #[redacted], a one-way van rental.I made the reservation online for a Van to be picked up by 11am, July 4th at the business location of [redacted].I received both online and txt confirmation indicating a van will be ready for me to pick up at designated time and location. U-haul also offers customer a compensation of $50 if by the pickup time the vehicle is not available and the location is not able to provide an alternative vehicle.The owner ([redacted]) called me on July 3rd, and said that I had to be there prior to 12pm on July 4th, because her location will be closed by then.When I got to the place around 11am, the original pickup time, the employee worked there found out my reservation time somehow was changed to 2:30pm without my consent. Later when I called U-haul customer services, I was told regional office (at the instruction of the owner) changed the time.Then I found out that the Van I reserved is not available, and the owner is expecting another customer to return it before I can get it. She also refused to offer me alternative vehicle, although the employees initially wanted to ar**nge that.There are three things I am complaining here:1. The indecent and unprofessional behavior of the Owner ([redacted]) to change reservation time without customer even beingaware of. Her only purpose to do that is to pretend the fact that she did not have the reserved vehicle at the time originally cont**cted2. The onwer yelled at me and my wife in a very rude way. She claimed whatever our reasoning was does not matter, because it is her business.3. I request a $50 compensation due to the fact that I was not able get a van until after 12:30pm. U-hual contract stated that if an alternative is not offered when the original vehicle is not avaialbe, the customer should be compensated.Desired Settlement: U-haul to refund $50 per cont**ct languages with its customers

Business

Response:

July 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] regional office located in [redacted], followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I am sorry for the problems that you had with your reservation on the holiday and customer service that you received. As a one time customer service we will issue the $50 guarantee. Thank you

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: UHaul UBox advertising is EXTREMELY misleading. Almost everywhere on their site they list the dimensions of the box as being 8'X 5' X 7'6". If you Google UBox dimensions, the UHaul page that comes up lists those as the dimensions, the home page for UBox lists these as the dimensions...HOWEVER, these are the OUTSIDE dimensions and they fail to state that, knowing that someone using this product does not care what the outside dimensions are because they are only using it for its inside capacity. Unless you click 3+ times for information and find the little link that says "View complete dimensions" you would not know that the UBox is actually 6" smaller in every direction than the size that they state in all of their marketing. This to me is maliciously misleading to consumers. They should have to state EVERYWHERE those dimensions are listed that they are the OUTSIDE dimensions and should have to list the interior dimensions in a much more noticeable location.In addition to their poor marketing of this product, the product itself is horrible. UHaul has taken thin pieces of plywood and some 2X4s and created a little crate. They are completely unsafe when you move them to and from your home on a little trailer as they are held shut with a tiny little hinge pad lock that is lose and falling off and won't even seal tight. the top and bottom of the door is hardly closed and they are ready to pop open at any time or fall apart. Seems pretty scary that these are allowed on the roads and that they are allowed to market these to consumers with a pretty cover over them not showing how dangerous they truly are.Desired Settlement: I would like UHaul to change their marketing and to change the design of these boxes to be safe.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], a

Senior Customer Service Agent, followed up on the information Ms.

[redacted] provided. Please be advised we are in the process of

redesigning all our specification sheets to make them more helpful

for both the use of our customers and U-Haul. Ms. [redacted]'s suggestions

for added inside and exterior dimensions in the same place have been

directed to the attention of our Director of our U-Box program. The

way we currently display external dimensions is an industry standard,

however, we are taking her suggestion under serious consideration.

As we value

Ms. [redacted] as a customer, Ms. [redacted] sent her a $25 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.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: U-haul did not show up for the move due to them not having available equipment. Employees in the store promised to take care of things and the manager did not honor it. He said that he cannot be responsible for the things promised by employees. The employee was acting as the store manager, but apparently was not the store manager.Desired Settlement: Refund the fees incurred to reschedule the move.

Business

Response:

November 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted [redacted] and was advised Ms. [redacted] and/or Mr. [redacted] was sent an email requesting additional details. They show the moving job was completed on September 15th and the payment code was given to the service provider. If they are requesting an adjustment on their move, they will need to pursue with movinghelper directly and was provided information if the agent from [redacted] can assist.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am very confused about the reply from U-haul. In their response Uhaul indicates that we provided payment code to the movers and that our case is resolved with them. However this is not true. We provided the code because we were being threatened by the movers unless we provided payment. The safest resolution would be to provide the code and dispute after the fact. I am a single female and did not feel safe arguing with two grown men about payment. Especially because they threatened me. Uhaul is taking the perspective that we paid them so it is not uhaul a responsibility but that's not right. The moving issues occurred in part because Uhaul did not have a double trailer available even though that is what was needed for our two uboxes. Uhaul had advance notice of our move and did not have the appropriate equipment for us to complete the move timely. As a result, the movers were late and we had to reschedule for another day- costing us additional fees. I did not want to pay the movers but I was threatened and gave the payment code because there was no other resolution.

Regards,

Business

Response:

January 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that all funds for the service provider have been released to them. If for any reason our customer feels unsafe with the service provider, the best method for them is to contact local authorities. Ms. [redacted] and Mr. [redacted] would need to pursue the service provider directly for resolution.

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: Rented 20 foot uhaul with alternate destonation...truck was in poor condition and needed alignment...was extremely physically de[redacted]ng on all 3 drivers of vehicle...upon arriving in [redacted] I was instructed by roadside rep [redacted] to bring truck to [redacted] for it to be brought for assessment/service..truck was assessed by [redacted] who acknowledged truck pulled to right and test drove but vehicle not assessed or serviced by certified professional in Alberta and he admitted he was not a certified mechanic or qualified to do so...was to be offered the truck back after service/repair to fullfill final destination to [redacted] (155km) but was refused the truck and given a bill in excess of $969 and refused to credit my $100 cash deposit...was treated very poorly by reps and [redacted] who refused to give me credentials or his name until I stated I would call rcmp..I was refused truck and told to leave property in a vile and intimidating manner...escalated to 3 different managers and was treated even worse by management...hung up on several times and my complaint evaded....Alberta district manager laughed and mocked me stating she had a funeral to attend and the entire call centre in Arizona knew about my situation...tactless and extremely rude representation of uhaulDesired Settlement: I would like to be credited as was refused my opportunity to fullfill my contract...I followed all instructions.. was over 400km under my allottment..truck was clean and fueled and left pending repair as intstructed....treated poorly and uhaul evaded and lied about expectations

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] contacted us to report an issue with the U-Haul truck when she was unloading her truck at her destination after driving over 3,200 kilometers. Ms. [redacted] was given a rate discount to drop the truck in [redacted], which saved her over $1,000. The truck she rented was inspected and found no repairs needed. However, in the interest of customer good faith, Ms. [redacted] agreed to waive the wrong destination charge. Our Collections Department will cancel the Promissory Note.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a truck from uhaul for a one way trip from [redacted] to [redacted]. Approximately 600 miles into the trip the truck's transmission failed catastrophically. I was stranded in [redacted] for two days. During this time, in an effort to get back on the road, At the behest of uhaul roadside assistance, I drove to [redacted] to pick up a part for the truck. (My wife was driving our personal vehicle on convoy with me). This part did not fix the problem. The next day, again at the behest of uhaul I drove to [redacted] to pick up a new truck, which they refused to drive to meet me in [redacted]. Altogether, I was stranded for two days in [redacted]. This travel delay ended up costing me over $1000. I had to change my flight back to [redacted], use an extra day of leave, and hire a moving crew because I arrived on a week day instead of a week night and my friends were unavailable to help me move in. Additionally, I spent 6 hours and $100 worth of gas driving back and forth to [redacted] as instructed by uhaul employees. When I called uhaul customer service to discuss an adjustment to my bill, they informed me that they would not be billing me for the repairs to the truck, but they would not give me any further refund. When pressed, the customer service agent have me a phone number to call of someone she claimed could help me, but it was a mobile number which no one answered and did not lead to any voice mail. The customer service agent refused to let me talk to a supervisor. I would like my bill reduced by the $1000 it cost me to make myself whole following the failure of their defective truck.Desired Settlement: I would like to be reimbursed $1000 from my bill of approximately $1900.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], When we spoke earlier I was not sure you understood what I was saying. When I said we do not refund for down time, which is on the contract, I did not mean I would not give you some of the money you were requesting. I am willing to refund you for the difference in your flight and also for 2 nights hotel for when truck was down. I do need receipts showing the differnce in the cost of the flight and for the hotel. You can send this to U-Haul Co of [redacted], [redacted], Attn[redacted]. If you wish to discuss this you can contact me at ###-###-#### and the voicemail is working now. I called [redacted] and they had removed it from my account due to some glitch in system. I'm sorry it did not work when you called. Also we had paid $795.00 to have your goods moved from one truck to the other. I look forward hearing from 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

Review: Uhaul owes me a refund for a storage unit that was auctioned in September. I spoke to a [redacted]-Marketing Manager and she advised me to fax over a copy of my DL including the address where the refund should be mailed. I faxed the document as requested and verified it was received by their office. As of today the refund check has yet to be mailed and I have been given the run around since I started this process in late November. It took me over a week just to determine who I needed to speak to in order to get this refund check. I'm unsatisfied with their customer service process and what I've had to go through to get this refund sent to me.Desired Settlement: I would like this refund check mailed to me ASAP with expedited delivery.

Business

Response:

December 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 our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a response advising her that her refund was issued today and to allow 10 business days to receive the refund in the mail.

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 used U-Haul's U-Box pods service. When the pod was delivered to me, the back of the pod had a big hole punctured in it and my television screen was broken. When I made a claim for this, I was directed to a third party company that U-Haul apparently contracts their insurance with. It is a company that I would never have chosen to do business with myself. I chose U-Haul because they are a good company with a good reputation. This third party company has a terrible reputation and isn't someone that I would ever choose to do business with and U-Haul shouldn't either.

Anyway, the claims person I was put in contact with proceeded to not return my calls for weeks at a time and didn't ask me questions relevant to what was going on. After like a month and a half, I got a voice mail from her saying they had turned down my claim because they don't take responsibility for improper packing or items shifting during transit (which is pretty laughable in itself... does that mean that U-Haul can just drop my pod 4 stories and then claim they don't take responsibility for items shifting in transit???). But regardless, that wasn't even relevant, since THERE WAS A HOLE PUNCTURED IN THE BOX. I have tried to contact this person to clarify this, but she has ignored my attempts to contact her and will not talk to me. Today, I tried calling and the claims phone number was out of service.

Ultimately, U-Haul is responsible for this. They're the ones who contracted with this awful company, not me, and it's their place to deal with them and get reimbursed for the claim, not mine. U-Haul owes me a frickin television.Desired Settlement: U-Haul owes me a new television.

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company assured our office they are in the process of reviewing Mr. [redacted]’s claim and will be back in contact with him on their position.

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: We reserved a truck on Thursday June 13th in [redacted] at the [redacted]y Branch via credit card specifically at that location and they told us they had a truck and we could pick up at that site. Later that evening we received a call confirming a reservation in [redacted] instead of the downtown [redacted] branch. We accepted the reservation, but advised a preference for the downtown branch and asked why the manger of that branch stated he had a truck when he did not have a truck. On June 14th when we were preparing the move we called the p[redacted] store they told us they did not have a reservation after we had already given our credit card information. We were already alarmed that we gave our card information to the East [redacted] downtown [redacted] store and it ended up at the [redacted] store and now we did not have a truck. So we called corporate and for more inconvenience we were told the nearest truck to [redacted] was in [redacted] and had to drive 30 miles the opposite direction to pick it up. We asked if they could bring it to the downtown store and they refused. She state she would add 30 extra miles to the drive. Fortunately we did not exceed the milage allowed, but we were in a predicament were we did not get the service we reserved for and we were moving 180 miles a way and had to drive and extra 60 miles due to lack of integrity in service. We are very upset with the service we received and we fill that Uhaul should not give away reservations that are being held with credit cards. We would like for Uhaul to revisit their process as it was very disturbing to have to leacve a major city to be accomodated by them in order to relocate.Desired Settlement: I feel that we were majorly inconvenienced due to poor service and we should not have to pay for it. I also feel that they should changed their customer service process and make sure their reservation are for the location they are made to.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company o[redacted], followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and discussed her concerns. She advised her of a refund for $75.00 as an adjustment on their rental.

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