J.R.J. Tara Corporation

Review: I rented a truck from U-Haul on 7-6-2012 in [redacted], TN to be dropped off in [redacted], GA. After filling up the truck with gas and driving about an hour away, the truck's breaks and power steering went out. We pulled over off the road and waited 5 hours for the U-haul mechanic to arrive and assess the truck. The mechanic told us that the truck was unable to be fixed and will be towed that night, and that we could pick up another truck in the morning. He said that we would not need to wait for the tow truck and could go and spend the night in a hotel. I asked if he would need the key, and he told us no. We then drove 30 minutes back to stay in a hotel. Once arriving, I received a call from the tow truck driver saying he needed me to drive BACK to the truck and give him the key. I told him that I was 30 minutes away and to call the manager and ask if he would bring the key. The tow truck driver told me, "Ma'am, you have the key and he is too busy to bring me a key. I'm not even going to ask him to return the key. You need to drive it here." So, I then drove an hour round-trip to return the key at 10:00 at night. The next morning, we drove to the U-Haul store and were told that we had to stand next to the truck while they did the "cross transfer" of our belongings. They told us that we could not walk away, and if we needed to they would stop working. It was 105 degrees that day and took 4 hours to do the cross transfer. I spoke with the person working the desk and told her that I had just spent $84 on gas in the truck that broke down and asked if she would put that in the new truck since the gas station was across the street. She told me that they couldn't do this, and any gas put into the new truck would have to come out of pocket. I called U-Haul and asked to speak with a manager. The manager told me that we would be reimbursed for the hotel costs, gas costs to return the key, $84 gas costs lost in the broken truck, the hotel fee, and an entire refund of the truck rental.Desired Settlement: I spoke with [redacted] who referred me to another manager named [redacted] (cell [redacted] who agreed to refund the $597.53. [redacted] refunded $380 which included the truck rental and gas to return the key, however he did not refund the hotel and lost gas in the broken truck. He now refuses to answer or return my calls. I need to be reimbursed the remainder $217.53 as agreed for out-of-pocket expenses for the broken truck. I have sent my receipts to [redacted].

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our Field

Manager for the U-Haul Company of Nashville, followed up on the

information Ms. [redacted] provided. He informed our office he sent Ms.

[redacted] the following email:

Mrs. [redacted],

How are you? I tried to call you this morning. I am so sorry, I

honestly thought I had taken care of this completely, I am going to

credit the additional $217.00 to you immediately. I am not sure what

happened and do apologize for the delay. Hope you have gotten

settled, and everything is going well. If you need me in anyway

please feel free to call [redacted]. Sincerely, [redacted], U-Haul

Co. of Nashville

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: My experience with UHaul has been TERRIBLE. I called my local location 3 weeks prior to my move date to reserve a truck to be picked up at a specific date and time at a specific location. I called weeks prior to the time I would need the truck to ensure that I could reserve the size truck I needed for the date I needed--my husband and I have difficult work schedules, and our move was scheduled to happen over the course of 24 hours. Our schedule was set in stone due to work conflicts, which is why I called UHaul so far in advance to ensure I could get what I needed.

Making the reservation was deceptively easy; the employee took my information and credit card number, telling me that it was NO PROBLEM for me to pick up that size truck on that date at that location. I kept my reservation number and called my local location ONE WEEK prior to my reservation date to ensure that my reservation was still fine. I was told by the employee on the phone that my reservation was indeed set, and they would see me in one week. I called AGAIN, ONE DAY before my reservation. I was also told, AGAIN, that my reservation was fine.

Then, less than 12 hours before my reservation, I received a curt phone message from a UHaul employee at a different location (not the location I booked my reservation with). That employee told me, without any prior warning or approval, that my reservation had been CHANGED and the time, date, and pickup location were all different. I was blindsided by this information and had to go through the stress and trauma of calling MULTIPLE UHaul locations in my area to try to figure out WHO changed my reservation and WHY it was changed. I never received an honest answer; instead, I talked to employee after employee who were rude, sullen, and unhelpful. The date, time, and location of my new reservation was not at all doable for me or my husband. Which left me in the terrible predicament of not having a moving truck HOURS before my scheduled move.

I called UHaul's main 800-number and spoke to a customer service representative. That representative told me he "wasn't sure why they told me no trucks were available in that area," when there clearly was one available (not sure how they missed that ?!?!). That employee was able to book a reservation for the size truck that we needed at a location that was driving-distance away, which was NOT what I needed but at least that didn't leave me without a truck on my moving day. That customer service employee also offered me a $40.00 credit for my rental due to my bad experience. I graciously accepted and was relieved I at least had a reservation.

However, when we picked up the truck, it was not cleaned and contained past renters' personal belongings (an old rental contract and a check book for two different people!!!).

Four days after I returned the rental, I called UHaul again to check on the status of my credit that I still had not received. When I made that call, I discovered that they processed my "credit" as a GIFT CARD, which I never consented to. I have NO DESIRE to do business with UHaul again after everything they put me through, and I told them so. They apologized to me and told me they would "submit my account for a review," and that someone would call me back in a few days with a status of the credit.

Of course, I never received any call back. One week and a day after making that call, I called customer service again. I found out on that call that NO ONE EVER "submitted my account for review." So basically, I waited a week for nothing, because they did absolutely nothing during that time to resolve this issue that, at this point, a $40.00 credit isn't even close to making up for. I am flabbergasted and frustrated at this horrible experience, and I cannot believe that I still have not received the credit OR a convincing apology.

UHaul is a horrible company with terrible customer service. Do not waste your money on their second-rate services. Use Budget movers or a local moving company!!!!Desired Settlement: UHaul needs to, at least, make good on the $40.00 credit that they promised me. I would prefer a full refund.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our [redacted] Regional Office sent the following e-mail to [redacted].

Dear [redacted] - I have received the forward of the information you had provided to theRevdex.com regarding your recent rental. I would like to sincerely apologize for the Inconveniences that you had encountered. Reviewing the notes on your complaint, I do clearly see that we did not do what we said, and I again, apologize for that.I personally have issued a credit to your card for the $40.00 that we had promised you. Additionally, I have issued a second credit to your card for $50.00, our u-haul reservation Guarantee, as we clearly dropped the ball in effectively communicating some necessary changes to your reservation. AlthoughIi understand that you did not want the already Issued $40 vip coupon, I will be leaving that active, so if you do decide to give us an opportunity to redeem ourselves in your eyes, you can use that coupon. I've attached copies of the above noted refunds, as well as the vip coupon, and again, sincerely apologize for the inconveniences that we had caused you. Sincerely, [redacted]

Our customer 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 Assistant

U-haul International

Review: I turned my truck rental in on June 2nd and in June 16 I was charged an additional 345. when I called U haul to address the issue they assured me they were issuing a refund. I have been asked to wait 3-5 business days for my credit to be on my account by a district mamanger who I found out only noted that they were making a refund and hasn't actually filed for it to be processed.Desired Settlement: I am asking at this point I be issued a cash refund since my debit card still has not been credited. I have been very paitient with U haul regarding this dispute and I feel that they are taking advantage of customers. Not only was I charged for something I should not have been charged for. But they have not refunded me. I have a family and bills to pay. I am asking for cash or a credit refund ASAP.

Business

Response:

July 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a credit for $345.28 was issued back to Ms. [redacted] account ending in [redacted] on June 27th. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called Vieras Air Conditioning/ Uhaul on Mon 24th Sept. [redacted] answered and I asked for the 27ft truck for Sat Sept 29th. He said he had one, no problem, I could have it. Since he was busy he needed to call me back. [redacted], took my phone number and said would call back. He did not call back.I called again Tues,25th Sept and [redacted] answered. He said the business phone was being forwarded to his phone and [redacted] was around.Told me he would let [redacted] know.Wed 26th Sept, I stopped by the office to confirm. [redacted] was on the phone. He was on a long call. He told the caller to hold and blurted to me "Your bill is $205". I said "what?". He continued on the call. Finally he told the lady he would call back. He said "Oh I thought you were [redacted]. I explained who I was. [redacted] said oh yeah you called yesterday. I told [redacted] but he hasn't called? I said no. I told him [redacted] said there was a 27ft truck reserved for me. [redacted] made a reservation. I told him I need the truck 8am. Today I get a call confirmation from Uhaul. It was from a different location and the time was 4pm! I have all my help lined up for 8am and didn't expect to go miles away to a different Uhaul location.[redacted] and [redacted] mislead me and made my life difficult. They shouldn't have promised a truck when they didn't have it. The girl who called to confirm said she could only confirm a 17ft truck at the Old [redacted] Uhaul location. She was helpful but I needed the larger truck.Desired Settlement: DesiredSettlementID: Not applicable

There should be a financial penalty for lying to customers.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of South Bay, followed up on the

information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Dear Mr. [redacted], I am writing to you in

response to the poor rental experience and the resulting RevDex.com complaint (#[redacted]) filed. As the manager who

oversees both the Vieras Air Conditioning / U-Haul dealer and the [redacted], I have taken your comments and taken steps to

ensure that our service is consistent at all U-Haul locations. As a

gesture of our apology, we have credited your Visa account (ending in

0836) for the full amount ($117.50) that was charged. Please accept

our apology for the failed service that you received. If your next

moving needs fit with our services offered, please do not hesitate to

contact me so that I can personally handle your request. Thank you.

[redacted], [redacted] Marketing Company President U-Haul of South Bay

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'm writing for a few reasons. I reserved a 10' UHAUL for Monday, November 25th, 2013 between 9 and 10 am. When I got there at 9 am, the truck wasn't in. So I went to another UHAUL in the area and cancelled my previous reservation. There was only a 14' truck there which was slightly higher price, but I had to take it. After I signed and got outside I noticed the salesman had included [redacted] insurance without mentioning anything about it. When I reserved the first 10' UHAUL truck online I intentionally left off the [redacted]. On their website it states if I arrive there and the truck I reserved isn't there I get $50. When I wrote in Uhaul they said because I cancelled the reservation I couldn't get the $50, which is ridiculous because I had already scheduled to move and I couldn't wait around to see if another truck showed up. Besides, the website clearly stated I would get the $50. Copy of email sent to me;[redacted]1:50 PM to me Thank you for letting us know, unfortunately we cannot reimburse you for the [redacted] at this time, and as for the guarantee due to the fact that you cancelled the rental and went to another location and received a truck it voids out the guarantee. I apologize for this

Product_Or_Service: Uhaul rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$50 for the money Uhaul said I would get if I arrived and the truck I reserved wasn't there, $35 for the [redacted] option added to my bill without my approval, the difference in $20 of the 10' and 14' truck, and $1,000 in damages for trying to cheat me first by slipping in the [redacted] bill and then by telling me I couldn't get the refund they promised on their webpage.

Business

Response:

December 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northwest California regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] originally made a reservation on document# [redacted]. He was offered a 10-foot truck at an alternate pick up location in Marysville or a 14-foot truck for the same rate at his preferred pick up location. Mr. [redacted] chose to take the 10-foot in Marysville and requested a 12:00 pm pick up time on November 25, 2013. Our Dealer contacted Mr. [redacted] and left him a message stating they were closed for lunch at 12:00 but the truck would be ready for pick up at either 11:00 am or 1:00 pm. Mr. [redacted] showed up around 9:30 am but we did not have the truck available yet. Ms. [redacted] relayed that Mr. [redacted] walked outside and used foul language toward our dealer and left. He went to another U-Haul location and rented a 14-foot truck on a different contract number. The prior reservation was canceled. Ms. [redacted] explained the Reservation Guarantee does not apply in this case, however, she did refund for the difference of $6 as well as the [redacted] Protection fee in the amount of $30. The refund for $36 should post on Mr. [redacted]’s next [redacted] 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.

Regards,

I would like a settlement of $1,000.

Review: Hello I signed a contract with the Uhaul located at [redacted]. I paid $144.34 monthly and the contract was for a dry, air conditioned, climate controlled storage unit. In May of 2013, I was contacted by Uhaul because the air conditioner was leaking inside my unit and also the unit behind mine. When I arrived the air conditioner outside my unit had a puddle of water around it and had a white ice substance coming from the hose. This past August 2014, I arrived at my storage unit [redacted] to find that the air conditioner was still leaking badly inside my unit and of course a lot of my stored items were ruined. The air conditioner outside still sat in a puddle of water and still had this white ice substance coming out of the broken hose. I have spoken and written to the manager explaining to her that I did not receive the dry, air conditioned storage space that I had paid for. The manager refuses to refund any money to me, even though I was sold something never received. Desired Settlement: I paid $144.34 monthly and was suppose to receive a dry, air conditioned, space. Two of those promised things (dry & air conditioned) were not given to me for at least 2 months and possibly for up to 15 months. I would think a partial refund for 2 months of $192. is a reasonable request.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided and sent him the following email in response:Ms. [redacted], My name is [redacted]. I have reviewed your account with U-Haul an see where you had the Safestor policy. Any damage to your belonging would be covered under this policy. You would need provide Rep Western with pics of the damaged items in your storage room. If you have not done so please do so this may be taken care. I am going to issue you a refund of your last month in the amount of $144.34. Any further action on this file would would need to be through the insurance company. Thank you and if you have any questions feel free to contact me. [redacted] U-Haul Co. Gainesville.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 reserved a 6 X 12 trailer for a DIY military move about two weeks in advance. The day before our move I received a call from customer service stating they had no 6X12 trailers available in our area and they offered us a smaller one (I still have the message saved in my cell phone). We really needed a large trailer so my husband and I drove across town to see what trucks were available. We found one the correct size and called U-Haul to make the reservation. The agent made the reservation and I asked about the $50 guarantee that was posted online. I pasted it below: $50 reservation guaranteeWhen you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50.I agent assured me that that I would receive the $50 credit and that my account was noted. We rented the trailer for a couple of days and moved. The next week we needed to rent another hitch so I called to see if my refund was processed so that I could apply it to the next rental (if possible). I was told that I was ineligible for the guarantee. Over the next couple of days I was calling U-Haul so that they would back up the guarantee and I finally got a chance to speak to a supervisor. I was told: "Since you found a trailer with 17 miles of the original destination, you no longer qualify for the $50."This was very upsetting to me...and it still bothers me. The guarantee online says nothing about a milage limit. I called U-Haul several times to settle this matter and they still refused to honor their guarantee. I am very dissapointed in U-Haul's business practices. A hectic situation was made worse by these actions.Desired Settlement: I would like the $50 refund (money not a credit) and future discounts.

Business

Response:

July 6, 2012

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

Mr. [redacted], our President for the U-Haul Company of Coastal SC, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and advised her of a refund for $50.00. The refund was issued back to her Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: we are traveling from las vegas nv to okc ok. Truck has broken down 2 times on the road. Have spent over 5 hours in the desert, two mechanics a repair being hauled into a mechanic. Once arriving at mechanic he states he had to go on break. Called uhaul each time but they have no definite answer of how many times truck had to be repaired before a customer can get a different truck.Desired Settlement: At least half off of what we paid to rent truck. ....hot and stranded

Business

Response:

June 29, 2012

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

Ms. [redacted], a Senior Customer Agent, followed up on the information Ms. [redacted] provided. She sent Ms. [redacted] an email requesting additional information in order to continue researching her concerns. She hopes to hear back from Ms. [redacted] 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

I was told to arrive at 7:am. I arrived at 6:45 am. CSR arrived at 8:20. 12 customers waiting outside for more than an hour. There is 1 employees to assist all these people.

Review: I was recommended by u haul to purchase a cargo trailer carrier to haul two propane tanks that weigh 400 lbs. the capacity weight of the cargo carrier is 500 lbs due to safety procedures which I complied. For a year since I purchased the carrier and hauling my propane tanks from this location I never had an issue until June 29, 2012 when manager [redacted] stated I could not haul the propane tanks on the carrier because the weight of the tanks far exceeds the capacity of what carrier can handle. Mine you this location recommended me to purchase this carrier at their location to haul the two tanks. My carrier has no defects and structurally sound and never used the carrier to haul anything but the two tanks. I am in a predicament situation because I can't haul my tanks with the carrier and because u haul does not allow Ford Explorer vehicles to rent trails from them. Spoke to a regional manager [redacted]???? and stated the only way to remedy the situation is to purchase back the carrier, but that does not solve anything because how am I going to haul the tanks in the future. [redacted] and [redacted] were very rude and [redacted] hang the phone before I can schedule an appointment so she can take a look at the carrier in which she recommended. [redacted] never returned my messages. Plus this location is so unprofessional because after I said I was not having a good day she blamed it had a check that would not process. I had to get someone else to come back with a trailer to haul the tanks and spent money to get transported and gas to go back and forth. When I received my purchase invoice, in the bottom of the invoice it stated in typed print "angry man" where my name should have appeared. They knew my name because of the check and credit cards I presented to them with my name on them. This is not a way for a "supposedly professional company" to treat consumers.Desired Settlement: I need u haul to remedy the problem so I can continue to haul my tanks on my not defectiveness carrier or purchase my carrier back. This situation deserves an apology because they are the ones who recommended I purchase the carrier from them and now I can't use the carrier because the manager feels the carrier can't carry the load.

Business

Response:

July 9, 2012

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

Ms. [redacted], our President for the U-Haul Company of Lower Hudson Valley located in Newburgh, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] at length and explained our GM had his safety in mind when she advised him the cargo carrier he planned to transport two 100 pound propane tanks on was faulty. Our GM noticed the cargo carrier sat at an angel and bowed. Ms. [redacted] relayed that her decision in the matter remains the same. After a lengthy conversation with Mr. [redacted], Ms. [redacted] ended the call..

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

The cargo carrier I have purchased, recommend, and suggested by U HAUL about a year ago to carry the two tanks is not defective. I actually took the carrier to Congelosi Trailers located at [redacted] to have it inspected and the mechanic stated the cargo carrier is not defective and that the carrier has the capacity to carry load of 500 lbs. Also, any trailer or cargo carrier when carry a load will show some very small bend because the main support bar is mainly in the middle and is normal for it to flex on the right/left sides.The initial complaint by the GM was not that it was bowed it was because of weight in question. The GM is not very knowledgeable with trailers and carriers on how the equipment functions and the physical state of a non defective equipment. I feel I spent my money, time, aggravation towards an issue that was not my fault and of a GM which is not knowledgeable of her business. I have been a loyal consumer for years at U HAUL at this location and feel my intelligence has been assaulted. The GM and President were very rude for ending a call before I can set an appointment to have the President inspect the carrier and see for herself. GM actually arguing with me at the office with other customers standing by and very unprofessional for putting angry man at the bottom of the invoice. Thank you Revdex.com for reviewing this case.

Business

Response:

August 22, 2012

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

Ms. [redacted], our President for the U-Haul Company of Lower Hudson Valley, reviewed the recent information Mr. [redacted] provided. She informed our office she stands by our original decision not to fill the 100 pound tanks because we felt that the set up was unsafe to tow the propane tanks. Our Center staff felt the tanks were not going to be secured correctly and acted on their feeling that it was not a good idea to have this done. Safety for our customers is our main concern and if we feel there is a safety issue, we will take action to prevent an unfortunate situation.

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.

Regards,

I have purchased a non-defective cargo carrier from U Haul and was recommended by an employee, [redacted], to get the carrier to carry and transport the propane tanks in a safe matter. I believe if the cargo carrier was not safe to transport the tanks Mr. [redacted] would have not recommended their U Haul product. I only did was best for me and satisfactory for U Haul to carrier and transport the tanks in a safe matter. My time and money was wasted due to one employee saying it is safe and another employee at a different date that it was not safe. The lack of communication and the consistency of U Haul policies continues at this U Haul location.

Review: I ordered a truck and a storage space on the uhaul.com website. Wasted hours of my life trying to route and reroute my whole trip based on the storage space I have a reservation for that does not exist. I can provide attachments of the Reservation that includes the self-storage order. Found out that despite their website letting me make a reservation and sending me confirmed reservation information to email and updated reservation information online- the storage facility has NO SPACE AVAILABLE so how in the world did they reserve it for me AND charge me a 6.95 "order handling fee"

The self storage order was for a 10x20x9 outside drive up storage space in [redacted], NY. I changed my entire trip to be able to go to this storage facility that had the most space for the best price: $70/mo (according to my order #[redacted])

Found out from the guy at the place where I was to pick up the truck (which was also not very convenient but they did at least add miles to my trip for that) that he called the facility and they did not have any space available.

Entirely false advertising. I have an order confirmation for nothing. And nowhere on the confirmation does it say that you need to call to check if something will be available or that possibly you could show up with your order receipt in hand and be told "sorry, we don't have that spot for you that our website told you you had an order for and that you paid a 6.95 handling fee to make".

I am a retired service member and I have fibromyalgia and depression from chronic pain. Wasting these hours of my life and adding stress to an already stressful move makes me really not like your company. Our last move was pretty good with you guys, but next time I will stay away to avoid lies, stress and wasting of my time trying to handle something your company should be able to handle but apparently as I was told the only "supervisor who can do anything will not be in until tomorrow" TOMORROW, REALLY? REALLY BAD CUSTOMER SERVICE from both REGIONAL OFFICES and THE HEADQUARTERS. HOW CAN THERE BE ONLY ONE PERSON AT YOUR COMPANY WHO IS ABLE TO HELP ME GET A *REAL* STORAGE SPOT AND FIX YOUR WEBSITE? THE FIVE PEOPLE I SPOKE TO CANNOT DO ANYTHING TO RESOLVE THIS SITUATION?? AMAZINGDesired Settlement: I want the storage space that I reserved on your bad website. A storage space that size for that price that is Outside Drive Up. It can be in Rochester (which is where I live, nearby) or near that place ([redacted]). But I need it NOW, because my truck rental is for tomorrow and I have tenants moving into the place I am clearing out Sunday.

Business

Response:

January 21, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western NY, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] stated she had already stored her belongings at another storage location but did accept 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.

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 allow us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a moving truck from U-Haul on May 1 2014 for moving date May 31 2014 - I received confirmation for a 26 foot U-Haul moving truck for May 31st at 8:00 am - I we got to U-Haul store to pick up the truck there was no truck there and they did not give us a different size truck or nothing. The manager at this location was very nasty and did not even try to help with getting a different truck. He said to me maybe at 4:00 that day the may have a truck to use but not sure. The manager told me and my husband to get the F out of the store. Because I told him that I was going to report him and the company to the Revdex.com. I had people at the home I was moving from at 8:00 to move me and I had no truck to this. We ending using cars and pick up truck to move my household items - five trips back and forward it took - almost 100 miles for each vehicle used.Desired Settlement: I would like U-Haul to composite for the cost and aggravation they put me though.

Business

Response:

June 9, 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 Western New York regional office, followed up on the information and sent her the following email in response:Good Morning Ms. [redacted], I am writing in regards to the recent Revdex.com letter we received. I do apologize that the truck we had reserved for you became unavailable, it appears the previous customer did return on time as they promised to. I have issued a $50.00 check that will be mailed to the address you provided us and the Revdex.com. This is considered the $50.00 reservation guarantee which we issue when we schedule and guarantee you a truck at a specific location and that becomes unavailable. I do apologize for the inconveniences this caused you and your family. Thank you, [redacted] Executive Assistant U-Haul of Western New YorkOur 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: U haul had charged us wrongly and they have not done anything to correct this.They keep on saying that they made a mistake but they have not rectified the problem. They put our name through collection even though we do not owe them anything. They continue to be rude and hang up the phone on us without solving the issue. We are about to buy a house and they have affected our credit in a negative way. Please help us deal with this issueThank youDesired Settlement: Clear our name and they need to apologize and fix our credit report immediately

Business

Response:

September 14, 2012

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of Northwest Chicago Suburbs, followed up on the information Ms. [redacted] provided. She informed our office they spoke to Ms. [redacted] and reimbursed her for the extra charges collected on February 1, 2012. However, the information was not passed on to our Collections Department who held the collection notice. When the information surfaced, our Collections Department canceled the billing account on August 23, 2012. It can take up to 90 days for the bill to drop off a credit report.

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 would like to give you a quick background, am a regular U-Haul Southside store customer, On 26th March 2014 I made a reservation(reservation number :[redacted]) for my truck, trailer and my Ubox scheduled to pick up by Saturday the 29th Mar 2014 at 12:00 Noon. But I received my Ubox and trailer only by 3:00PM with a delay of 3hours, In spite of the reservation there was a huge delay in receiving my Ubox and trailer because of some infrastructure and logistics issues in the in the U-Haul Southside storage location. I end up paying 300 dollars more for the movers because of the 3hours delay caused by Uhaul.

As an individual it is huge loss and I was stressed a lot because of this incident, So I kindly request you to do the needful by providing compensation for my monetary loss of 300$ and for the stress caused by Uhaul.

And [redacted] - Manager in-charge for the Southside U-Haul promised me that she would bear/compensate at least 50% of the loss, I mailed her about the issue, followed up and called almost 30 times and left around 6-10 messages. In spite of all my efforts there was no response from U-Haul or the Manager-in chargeDesired Settlement: The manager should be responsible for the operation of the location. If a customer has a reservation and it is the responsibility of the manager/staff to make the deal/commitment/agreement is completed as per the terms and conditions.

At least as a good will gesture they should have returned my call/messages/email. They did not do anything.

Business

Response:

April 28, 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 Alberta, [redacted], and Northwest Territories, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered an apology for not keeping the scheduled appointment at the store. A refund for $150 was issued to Mr. [redacted], which is more than what was collected for our services. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

This complaint is not fixed yet. I did not receive any refund till now. Please do the needful.

Regards,

Business

Response:

June 5, 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 Alberta, [redacted] and Northwest Territories regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and verified that our refund issued to his credit card did not process. Mr. [redacted] assured our office they processed the refund today, which will post to Mr. [redacted]’s credit card.

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 Friday, September 27, 2013, we entered the [redacted] U-Haul location on [redacted] to rent a U-Haul truck for an apartment move. There were several issues with the customer service (or lack thereof) we received as well as with the vehicle itself.

Firstly, the representative we spoke to (an [redacted]) at 4:30 PM this same day was less than enthusiastic about our business and acted as if the only thing she wanted in the whole world was for us to leave her store. She was unprofessional, curt and rude, and very impatient with us as we tried to figure out the best rental and insurance options for our needs.

Secondly, we specifically requested a 20-foot truck, and the clerk sent one of the other employees to go fetch the vehicle. Upon signing the contract, we exit the facility to get the vehicle and the employee had brought up a 26-foot truck, which was more than we needed and not what we requested. The employee had simple instructions but did not follow them. (However, the male employee who fetched the vehicle for us was very polite and helpful, unlike his coworker). Since we had been informed that we could only have the vehicle for 3 hours, we had no choice but to keep that vehicle in the interest of time.

Thirdly, we were told that we had to have the vehicle returned by 7:30 PM the same evening - only 3 hours later. For a "day" rental - in a world where "day" means "24 hours" - this is ridiculous! Why do we only have 3 hours to do a move? That is simply impossible. As such, we had to return the vehicle after closing at around 8:30 PM, leaving the key in the drop box by the door. This is false advertising because U-Haul offers the truck for the "day" and then tells us it's only for a few hours.

Lastly, this vehicle was an utter disaster. It appeared to have been manufactured in the 1980s and had difficulties shifting gears, odd squealing sounds coming from the transmission for no apparent reason, and the slightest dip in the road would cause the whole truck to sputter and shake like I was driving over a sinkhole.

For the outrageous price charged for the vehicle and mileage, the customer service and product we received were completely unacceptable.Desired Settlement: We are offering U-Haul the opportunity to willingly provide a full refund for the rental to the credit card on file since we did not receive what we paid for. Failure to comply will result in a dispute with the credit card company for the return of the charges and we will use [redacted] for our future move in October.

Business

Response:

October 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our [redacted] regional office, followed up on the information Mrs[redacted]provided. She informed our office that our GM of U-Haul [redacted], [redacted] left an extensive message for Mrs[redacted]requesting a call back. Ms. Cox also sent Mrs[redacted]an email explaining they have been trying to reach her via phone with no success. She asked Ms[redacted]to contact Mr. [redacted] at ###-###-#### or by email at [email protected] in order to discuss their concerns and reach an resolution.

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.

The response from U-Haul is a bit outdated, as I did eventually get in touch with Mr. [redacted]. Firstly, it should be noted that I was the one who filed the Revdex.com complaint, therefore, I should have been the one contacted. I did not find out until much later that U-Haul had been contacting my mother, and she had been letting their calls go to voicemail because A) she had delegated the complaint process to me and B) she does not answer calls from unknown numbers. Had U-Haul looked at the Revdex.com complaint, they would have seen only my contact information was listed.

That being said, after a bit of phone tag, Mr. [redacted] and I were unable to reach an amicable resolution. The following topics were covered in our phone conversation:

1. Mr. [redacted] initially stated that the rudeness of the representative, who is apparently an Assistant Manager, was due to the fact that she had been working at U-Haul for 12 years. This is not a good reason to be rude to customers. If the work is getting boring and mundane, maybe it's time you find other work, rather than having a dull, lifeless attitude and forgetting to mention important information to a customer.

2. Mr. [redacted] asserts that his employee did not (and never would) say that the truck was due back at 7:30 PM because this is right around the time they close. There were 7 people in our moving party and we were all at the counter to witness the employee's statement that the truck had to be back by 7:30, so this is simply false.

3. When discussing the mechanical problems with the vehicle, Mr. [redacted] said that we could have brought the truck back and exchanged it out for another. This wasn't an option because A) we were already on U-Haul's time restraint to get the truck back by 7:30 and B) members of our moving party had other obligations later in the evening that we could not delay our move any longer than was absolutely necessary. When I informed Mr. [redacted] of this, his answer was that the vehicle still got all of our items from point A to point B, therefore, U-Haul did their job. While this is technically true, this is not good customer service or good business ethics.

4. Mr. [redacted] claims that his staff thoroughly investigated the vehicle we had rented and that it had no mechanical problems, though he had not driven it off the lot yet - he planned to take it out on the interstate later for further testing. He also said that other people had rented the truck since we had returned it and they have not complained. Absence of other renters' complaints does not mean that the vehicle doesn't have problems - it just means those renters did not bring it to U-Haul's attention. Also, as mentioned in the first complaint, they brought us the wrong truck the first time and had initially booked us for a 20-foot truck on all of our paperwork and did not adjust the paperwork to reflect the vehicle we did end up using, so it is entirely possible that U-Haul is investigating the wrong truck.

5. The one concern Mr. [redacted] mentioned to me was that he was surprised his staff had rented out a 26-foot truck to a woman ("[redacted] was the name on the contract) because, and I quote, "women can't drive big vehicles," an experience he had from his past career as a CDL driver. Not only did a female never drive the vehicle while we rented it, but this comment is incredibly sexist and if U-Haul believes that this is acceptable for a manager to talk this way, then perhaps it is a good thing that we currently don't intend to return to U-Haul for any other moving needs.

Mr. [redacted] also used his competitor's rates as an arguing point, stating that other renters such as [redacted] and [redacted] have much higher fees. That does not justify the poor customer service and deplorable condition of the truck we were given - U-Haul being cheap - this complaint is not about the charges compared to other companies, but about the value we received for our money. Our final charges were in the ballpark of $100 with insurance and mileage, which is outrageous considering the truck was falling apart, the service was unacceptable, and the total incompetency of the assistant manager to properly write up our contract, tell us the appropriate return time, and have her co-worker retrieve the correct truck.

I informed Mr. [redacted] that since it appears we cannot agree that U-Haul had an unmitigated failure of customer service with this transaction, it looks like we will have to take up our concerns with the credit card company via a chargeback dispute. This is really nonsense from a management perspective, as had U-Haul just refunded our payment for the poor service, we would be done by now; but now more time will have to be invested into fighting this issue, and U-Haul will receive a substantial fine from the credit card company for having to arbitrate this issue.

It appears that there is a flagrant lack of accountability from U-Haul as a corporation, and I encourage that the issue be escalated to the regional office, or preferably, the President's office. If I do not hear back from someone who is willing to resolve this by COB Monday, October 21, 2013, we will be forced to file the dispute with the credit card company before it is no longer an option. (To be clear, only myself should be contacted at the number listed on the complaint.)

Regards,

Business

Response:

October 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]C regional office, reviewed the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. Ms. [redacted] explained it is clear there was a failure on the part of our Assistant GM to explain the contract to his mother. Our Assistant GM and GM could have also explained to both Mr. [redacted] and his mother the fact that he had all night to return the truck. A 9:00 am or 10:00 am return may not have been available due to another reservation being already scheduled to pick up then or earlier, however, Ms. [redacted] stated as long as the truck was on the lot when our U-Haul Center opened, he would have been fine. The rental contract indicates what they received is what Ms. [redacted] signed for. Ms. [redacted] relayed we have no record of breakdown calls on the truck in question just before or after this rental. The truck has in fact been rented since and there’s been no feedback on any mechanical issues from other customers. Ms. [redacted] explained our Emergency Road Assistance is always available and the fact we have no record to back up what he states he experienced, she is not able to issue him a full refund. Mr. [redacted] accepted her explanation. As we value Mr. [redacted] as a customer, Ms. [redacted] offered to refund $50.00 as an adjustment to help offset his inconvenience. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: UBox was delivered 2 hours late. Was picked up 27hours late. Was told it could be delivered to specific location. Ended up delivered 1 hour away.

Called the 800 UHaul# to reserve a box for Nov. 2. [redacted] called to set up a delivery time. The date was wrong, she had Nov.1. My phone number was wrong. Box was to be delivered at 9 am , Nov. 2 and picked up at 11 am the same day. Box arrived at 10:40 am and sat in the drive way all night. Repeated calls were not answered. Reached [redacted] in [redacted] and he tried to call and did not get an answer. He sent them a message to call me and told me to call him back if they did not. He was amazing. [redacted] called me back and said she would pick the box up at 12 noon on Nov. 3. I left for the airport at 3pm and the box had not been picked up.

When I reserved the box I told them which UHaul storage facility I wanted it delivered to. Was told no problem and it was included in the cost. When [redacted] called me to set up a delivery time she said it would be delivered to [redacted]. Over an hour away from [redacted] Self Storage,[redacted] phone ###-###-####. We now have to rent a truck, drive an hour to [redacted] unload the box into the truck and drive back to [redacted]. I cannot afford this and did not anticipate all these charges and problems. I am a wreck trying to find out how to move my things and how to pay for all these extra expenses. [redacted] moved my belongings from [redacted] for $850. Door to door and twice the distance. I thought the Uhaul box would be less expensive looking at their web site but ended up paying an additional $250 to have it delivered, $64 for the rental of the box (for less than a week) $650 for the transportation and now money to move my belongings to where I thought they were going in the first place. Add to that the stress of straightening out the delivery date, not having it show up on time after we had all gotten up early to load the box and calling all Sat. night and not having my calls answered. Finally calling and being put through to the corporate customer service. I was a mess by the time I had to leave for the airport, and I had to leave my box in the driveway hoping it would be picked up.Desired Settlement: I want UHaul to transport my U-Box from [redacted] to [redacted] Self Storage at no charge. It would be nice if they would do it this Sat. as my belongings are sitting at a facility in a less than desirable area, causing me more stress.

I would like half of the U-Box charges refunded, if not all. This has been a horrible, stressful experience. I have a limited income and the financial stain alone is stressful. To say nothing of the fact that I am in the middle of a divorce after 37

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our U-Box Customer Care representative at our U-Haul Moving and Storage of [redacted] followed up on the information Ms. [redacted] provided. She was unable to reach her by phone but did send her an email advising her of a refund for $120 as an adjustment on her U-Box transaction.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My name is [redacted]. I made a complaint last year in November with the same company. I would like to know, if your payment is due on the 1st of each month what is the grace period? I received an e-mail from U-Haul on January 4,2013 at 2:37 am. They harassing me again about my payment. My payment is due on January 1, 2013. On the e-mail it show my Rent Paid-Thru Date is 12/31/2012. My Payment Due Date is 1/1/2013. Tuesday was the 1st. I sent the money order on 1/2/2013 certified that they signed it stating that they received the money order. They didn't have a problem when I certified it last year December 2012. They received that money on the 4th. This is 1/4 and the day have not begun yet. In the e-mail they said: We have not received your monthly payment for storage room #307. The rent was due on 1/1/2013. A late fee of $15.00 has been charged to your account. An additional $15.00 will be charged if your rent becomes 14 day(s) late. I pay $140.95 every month for my storage. They want me to pay $155.95. I'm not paying no late fee. I tired of them harassing me. They call me on Wednesday 1/3/2013 at 10:13 am asking me bout the payment. I told the woman on the phone that payment was already sent that you have to signed it because it is certified. I live in New York but I know it takes 2 days depending how fast or slow the post office is. It is getting to the point that I will file a law suit against them for harassment if they continue harassing me. They did not say they were sorry about the mixed up that happen in November. I make my payments every month. I don't like the fact my things are there when I'm up here in New York. I'm trying to make arrangements for to come down there to get my things. I believe they are mad because I certified my payments now because I don't believe them. When I made my complaint about them last year in November, two days after Thanksgiving I got call saying that they received the money. Thank YouDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to stop harassing me. My money don't come until the 1st. I send it off the same day at the post office.

Business

Response:

January 8, 2013

Thank you for forwarding Ms. [redacted]’s recent letter to our office.

Mr. Stephen Ivey, our Field Manager for the U-Haul Company of Tidewater, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining that currently her payment is due on the 1st of the month and no late fees are assessed unless the payment is not received by close of business on the 3rd of the month. A late fee of $15 is applied on the morning of the 4th and an automated email is generated to remind our customer that payment has not been received. Mr. Ivey also explained that we currently offer several options to avoid late fees. 1) automatic payment plan- automatically deducts payment from your debit/ credit card or checking account on the day your rent becomes due. 2) internet payment. 3) pay by phone with debit or credit card. Mr. Ivey did mention that Ms. [redacted] has been mailing her check on or after the due date and it is received after late fees have been applied.

Thank you for your continued concern and allowing us to offer another response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a truck for $29.95 per day.I asked the representitive how much per mile and he told me 9 cents. I repeated it back to him " 9 cents" and he said yes. (This was at 2pm on the 14th. He said he had that truck rented out at 9 AM on the 15th. I returned it at 2 AM on the 15th.) I also added the insurance for $14.95. I drove 430 miles. The bill should have been $29.95 + $14.95 + $38.70 (for miles) = $83.60 + sales tax I assume. I was charged 2 payment on my debit card of $153.55 and $349.72 Total of $503.27. When I called to ask about the charges, he told me it was 99 cents per mile not 9 cents. I told him if I was told 99 cents per mile, I would not have rented it. I would not have rented it at 50 cents per mile. I could have rented a car, gone to my destination, got my friends truck and came back and got my vehicle (that had broken down) with a tow dolly. I feel they used an unfair practice to get my business. I feel they owe me in access of $400. I will not recomend U-Haul to anyone, especially the one in Fergus Falls.Ron

Product_Or_Service: U-Haul rentalDesired Settlement: DesiredSettlementID: Refund

The difference of the stated amount ($29.95 + $14.95 + $38.70 + tax) and the amount I was charged ($503.27)

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

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

the information Ms. [redacted] provided. He informed our office he

sent Mr. [redacted] the following email:

Good

afternoon Mr. [redacted],

Thank you

for using U-Haul for your recent move. I have searched, and located,

the documents related to your recent rental. Since I was not present

at the time of your rental rate discussion, these documents will be

used to determine what action will be taken. In viewing your

dispatching document, it does show $0.99/mile as the mileage rate

being charged, and $29.95 as the truck rate. It also shows an

estimated 100 miles, and what your estimated total charges would be

if you drove that distance. Thus, the $153.55 estimate and, the

contract bears your signature. Since the return document only reveals

a summation of the original rates quoted times their counterpart,

time and mileage, it appears all is in order. The charges billed to

you will remain. Should you have any further questions, please do not

hesitate to contact me either by e-mail or by phone. [redacted]

Sincerely, [redacted], [redacted]

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I made a reservation on 7/18/2014 on uhaul.com for a 26' truck available for pickup in Granby, CO on 7/31/2014. I received a conformation email stating the reservation has been made along with a "reservation guarantee" stating "when you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as requested. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50." I did not receive any contact in regards to my reservation until less than 24 hours before the truck was to be picked up, stating there is no 26' ft truck available and that they could issue a 20ft truck instead and add on a trailer if needed. Usually, when a customer makes a reservation for a 26' truck, that means they need a truck that will accommodate that space for moving. If I could of used a 20' truck then I would of made a reservation for that seeing as how it is cheaper. I'm now told, with less than 24 hours notice, that my only option is a 20' truck and 6' trailer which is 300 cubic sq. ft. less than the 26' truck. I'm also told that I do not qualify for the $50 credit and will only be issued a $10 credit for a 300 cubic sq. ft difference in size. This is the worst customer service I have came across from a business. Usually when a reservation is made, especially with a more than adequate time frame, I expect that reservation to be upheld. I don't make a reservation at a hotel just to arrive and no rooms be available to accommodate my family size. And especially not to hear that I'm basically out of luck and take it or leave it. If uhaul is not able to accommodate a reservation, then there should not be the option of making a reservation. We are now stuck scrambling to find a truck with less than 24 hours to do so, because of uhaul's poor customer service and their system of reservations, which does not mean a thing.Desired Settlement: My reservation to be upheld and available with a 26' truck ready to be picked up when it was reserved for, or the $50 reservation guarantee applied along with a reasonable credit for the 300 cubic sq ft difference in size of what they are claiming is available along with the unreasonable short notice and the hassle, not a measly $10 credit.

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office [redacted] was contacted and informed of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to [redacted]’s Master Card account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 was told to pick up a 20ft truck and a 6 ft trailer the night before our scheduled reservation. Once again, I reserved a 26 ft truck, well in advance, did not receive it, yet am still expected to pay for it. I was told a 26 ft truck was not available at my preferred location of Granby, CO on my scheduled reservation date of August 31, 2014 and there was not one available at any nearby location as well. Considering UHUAL gave me less than 24 hours notice that they could not meet my reservation, I had no other choice but to use the 20ft truck and 6 ft trailer and make multiple trips instead of one trip which is 125 miles one way. We were now stuck driving an extra 250 miles due to this huge inconvience. But to make matters worse, there was in fact a 26 ft truck at the Granby uhual location and was available on my scheduled reservation date of 8/31/2014. I did call the location and verified the 26 ft truck was there and available that day. I was never contacted by uhual. I did contact uhual myself via phone and their [redacted] page and never got a call back. This is an obvious bait and switch tactic and I would like my money back.

Regards,

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from [redacted]. She informed our office she spoke to [redacted] and explained she was issued a refund for the $50 Reservation Guarantee Fee due to the fact she did not receive the exact size equipment she requested. In an effort to bring closure, [redacted] issued a supplemental refund for $142 as an adjustment on her rental.

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

Sincerely,

Executive Assistant

U-Haul International

I have tried using uhaul for two different moves in the last 6 months and have had nothing but trouble! End of july booked my truck online and the day before my move never got a call onto where I need to pick it up so I called and they informed me we don't have a truck for you. They said we have a small truck with a trailer if you want no I said I need a 26' truck to fit all my stuff. I had to find a truck on my own and luckily my brother in law knew someone that was returning a truck and he went and rented it for me. I recently just called a uhaul company in fergus falls, mn and than a day before a holiday they call me and said we don't have your truck for your move. So now I sit here needing to move tomorrow and I have no truck. I called Fargo they said yes we have a truck we will call you in a hour for pickup. Well hour and a half went by and no call no confirmation email nothing! So I recalled fargo and they transfer me to the main uhaul and was on hold for ten minutes with no one answering. Totally have been screwed over with no help from them!