J.R.J. Tara Corporation

Review: To whom it may concern,My name is [redacted] I'm a member of the United States Air Force and recently had to utilize the service of U-Haul. I originally had made a reservation with an online support network that arranged for a 26' truck and tow dolly for my move. My requested pickup location was Vacaville Ca, and drop off to be Sacramento Ca. I was notified the day prior to pick up that my truck was only available in [redacted]5 ###-###-####. Upon arrival I spoke with [redacted] W. the local representative, he notified me that my reservation was not as I requested and altered the contract to accommodate my needs. The instructions I was given by [redacted] was a one way trip "but I could drop off in Woodland no extra charge" (I have the contract of which he wrote on speaking to this). In addition with extra mileage to accommodate for the unneeded driving to and from Woodland, again reflected on the contract [redacted] "would waive any extra due to the inconvenience". The return date would be that Monday the 30th of September at the same location for pickup again "no extra charge, if anything a lower rate". The receipt that I have shows the Truck: Safe Move $14.00, Rental Charge $180.00 total of $194.00 and Tow Dolly $49.00 Environmental Fee $5.00 after tax a total of $267.32. This contract was signed by [redacted] and I then charged to my debit card on 27 Sep at 10:18 A.M. On the 2nd of October I received two (2) additional charges one for $159.32 and another $141.59. I called [redacted] to inquire about said charges and he had no explanation. I tried to deal with him for 3+ hours after being left to wait after his "lunch hour", again I spoke with [redacted] and again things were being confused and refunds were being submitted but NOT the amount of the unauthorized charges. I was then referred to [redacted] for the "main office" ###-###-####, he too was extremely forceful on the charge and had no intention of hearing my explanation. Both of us continued to talk over each other disputing points, all I wanted was the extra two charges that had NO contract nor reason to be applied to my account. [redacted] was hard pressed that no refunds would be given to the point of yelling saying "you need to stop talking", the phone call became quite heated. There is no reason why anyone in any customer service department should ever talk to a customer that way, especially when said member has a signed contract and the additional charges bear no signature thus being purely false. All I wanted was the false charges reimbursed and this has since become a game of juggling refunds and charges so that a company that had made incorrect reservations, then empty promises and expectations by [redacted] W. To all these testimonies I have attached the Receipt and I do have a witness (significant other) to the exact events that I described. Thank you for your time.[redacted] Special Handling/Load Planning Travis AFB CA

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

All I wanted was the extra two charges that had NO contract nor reason to be applied to my account amounts of $159.32 and another $141.59.

Business

Response:

October 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Patricia Porter, our Executive Assistant for our West Sacramento regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

I have received your concern regarding your recent rental in Woodland. I apologize for all the confusion. Before you indicated you were seeking legal action, Aric was going to give you a refund equal to the additional charges (this less the $130.00 already refunded). We have been instructed by our legal department, that when a customer indicates legal action will be taken, we are to terminate the conversation. The two additonal charges ($159.32 and $141.59) total $300.91. Less $130.00 the total refund I will process today is $170.91. I will credit this back to the card that ends in 2113. You will see this back on the card in 3 to 5 business days. The $130.00 that was already refunded was done so in two credits of $65.00 each.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 4X7 open trailer from U-Haul in Council Bluffs. When I got it home, I found out the width was 10 inches short of 4 feet. My gear was wider than that so the trailer was unusable. I returned it the next morning early because the dealership was closed after I found out the trailer was unusable for me. I was denied a refund.

Product_Or_Service: Trailer RentalDesired Settlement: DesiredSettlementID: Refund

I feel due to their mis-statement of the size, I am requesting a refund of $16 dollers.

Business

Response:

January 30, 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 Nebraska regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology as well as advised him of a refund for the rental fee of $16 back to his Visa account. The refund should post on Mr. [redacted]’s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: After being told to swipe several times I voiced my concern about being charged per swipe as it seemed there was an issue with their card reader recognizing my card. I was told that all of the transactions were denied so they will not go through or be deducted from my bank account. I then proceeded to pay with a different card where I went through the same process as before only this time it worked. The next morning I went back to U-Haul to verify the amount that was to be charged to the card that had no issues, everything seemed fine. I went on with my day and didn't realize that there was an issue until I went to use my card for gas (the one that was not supposed to be charged), checked my account and saw that each swipe did in fact register and also overdrew my account. I did not have any cash for gas and was stranded with my small child so I called the U-Haul customer service department to have a return processed. I was told by the U-Haul representative that there was a "glitch" in the U-Haul company's system which caused the charges to look as if they were denied from the stores perspective but not from the bank's. After several exchanges between the rep and myself about how there is nothing the company can do to help, I gave up and called someone else to borrow money so that I could buy gas and get my child home safe. I called U-Haul back the next morning to seek a resolution to the matter as well as compensation for the overdraft fees I was about to incur and the inconvience of having to borrow money from someone in order to buy fuel to get my daughter home. I gave my whole story to the customer service rep that answered, she was very helpful unlike the first one I spoke with a day before. She asked me to call my bank and find out what the charges would be. I called my bank and verified that I would be charged an overdraft fee for each charge. The bank rep suggested that I reach out to U-Haul for reimbursement/compensation. I called U-Haul customer service back to update them on the charges, I was told that I should reach out to the general manager of that location while my case for resolution was being built for review. I called the location for the manager where my call was first screened(the person that answered wouldn't let me speak to the manager until I told him what it was about), then lown off by the general manager. He read the notes on the situation, told me I was wrong and said that he would not assist me at all. I am forced to live for the next few days, until I receive my paycheck, with no money. This company has put me in a very difficult financial situation. it's almost unbelievable that so little is being done to fix the issue. This card/account should not have been charged a single thing other than the cost of boxes purchased a day before.Desired Settlement: I would like the company, U-Haul to acknowledge it's fault, refund all charges towards my account, pay the overdraft fees that were incurred, and refund the amount charged to the other card for the rental of the uhaul.

I'm making this request because I feel that it would qualify as adequate reimbursement for wrongfully charging the first card and causing a great amount of distress. Not to mention that the company, having clear visibility of the wrongful charges, has forced me to make all of the calls and steps needed to find a resoultion.

Business

Response:

April 15, 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 Nebraska regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] to address his concerns. He contacted U-Haul Credit Card Processing and was told all attempted charges were denied by Mr. [redacted]’s bank. There were no authorization numbers and the pending holds were deleted. Mr. [redacted] was also told Mr. [redacted]’s bank waived the NSF fees. He issued a refund for $50 back to Mr. [redacted]’s Visa account as an adjustment on the rental and should post on his next credit card statement. As we value Mr. [redacted] as a customer, we also sent him a $20 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 allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I was scheduled for the installation of a tow hitch on my minivan for 10am Monday, 5/26/14 (Memorial Day). This appointment was scheduled with Uhaul customer service on Sunday, 5/25/14 at 11:30am.

On Sunday, after having called the main number for our local Uhaul in Langhorne, PA, the call was automatically transferred to their call center because no one was available in the store to answer the call at that time. The person who made the appointment was very pleasant and checked inventory for the particular make/model of our vehicle and actually said that they had plenty in stock and could take us either that day or whatever day/time worked best for us. We agreed to an appointment the next day at 10am. We picked 10am specifically because I believe it was their earliest appointment and we were now structuring our day around this install, planning our holiday festivities accordingly. We were told that they would have the car ready by 11:30 at the latest, which would have allowed us to make it on time for the planned events which were all hinging on the installation of the hitch because they involved taking our bikes to a specific destination.

Unfortunately, we arrived at 9:45 am on Monday and were greeted by part time workers who had no idea that the installation was to take place (no one had checked the schedule, apparently in almost 24 hours as this appointment was made at 11:30 am the prior day). They were also concerned because they said they hadn't received all the training necessary to install all types of hitches so if it involved any kind of wiring they wouldn't be able to complete it. Additionally, when they checked their inventory they said they couldn't find the parts and would not be able to complete the installation. I asked to speak with the manager and they said he was not available - he was off for the holiday. I asked for his information was told his name is Brad Holmes, cell phone number ###-###-####. I left two messages for him, one at that time and another one a short time later, asking that he please call me as I was now in a bind because of the failure on the part of his store. He never called back.

I tried to call customer service since they were the ones who scheduled an appointment but they said there was nothing they could do about the problem - I would have to deal with the store directly. I left the store after havnig been told that there was nothing they could do about it - they simply didn't have the inventory. I came home and was so upset because at this point our plans for the day were completely ruined. I wanted to speak with someone who would show some care and accountability about what had happened. I called another store in the area and was told that [redacted]i was the district manager and that his number was ###-###-####, but that it was highly unlikely that I would get a call back from him that day as he, too, was off for the holiday (how nice that no one at any level of management had to concern themselves with what happened in their stores since it was a holiday). I left a message for [redacted] and, again, never received a call back.

The following day I did some additional research and found that [redacted], the CEO of Uhaul, actually publicizes his number and welcomes calls from customers who have issues or problems with his company. I have left two messages at ###-###-####, an active number with a voice mail greeting recorded by **e, assuring callers that the number is checked regularly and that calls will be returned. Has [redacted] called back? Has anyone called back? NO. It's now been one week since my first message to [redacted] and I have heard nothing from anyone. Horrible customer service is an understatement. I have never dealt with a company who demonstrates such a lack of care or concern for their customers. I had been a happy Uhaul customer for many years but clearly that relationship has been irreparably damaged.Desired Settlement: My desired outcome is threefold - I want a phone call from **e, an apology, and some kind of financial restitution.

Business

Response:

June 5, 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 North Philadelphia regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the issues she experienced on Memorial Day. Ms. [redacted] expressed her displeasure with the way the situation was handled and not receiving any return calls. Mr. [redacted] apologized again and advised her he would be sending her a $100 VIP Certificate to use toward her hitch installation, which will be done at our Levittown U-Haul location. Mr. [redacted] also relayed that the hitch will be personally installed by our GM of our Levittown location.

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:

[redacted] was wonderful to deal with and has helped to renew my faith in Uhaul. I am happy to report that we did receive the $100 credit towards the purchase and installation of our hitch which was successfully installed today.

Review: I reserved a truck over 2 months ago and then was called less than 24 hours before I was supposed to move, asking if we could schedule for the next day. I was moving out of state, had movers booked, my lease was ending that day, so the next day was not an option. Customer service was the worst and I can't believe U-Haul runs their company the way that they do. Customer service actually told me that I was lucky to even get a truck that day because a lot of people were not getting trucks that day. LUCKY??!?! I reserved the truck over 2 months ago, had a confirmation email, AND called to confirm 2 weeks prior to the move. I purposely reserved a truck at the Castleton, IN location because they opened an hour earlier than other locations, and it was only 4 miles away. I spent 3 1/2 hours of my work day on 5/30/14 calling around about this truck. My husband also spent time as well. We ended up receiving the truck at 8am on 5/31, even though I originally reserved it for 7am. Customer service also told me that the time was not a guarantee when we made the reservation. Whats the point of making the reservation then? We had movers scheduled to come to our apartment at 8am, who we were paying by the hour. The way U-Haul handled the entire situation was unbelievably awful. On top of stressing the entire day about getting the truck, U-Haul recommended a 17ft truck to us for our 2 bedroom apartment. I even went up a size to the 20ft. truck and was reassured that it was GAURANTEED to fit all of our stuff. I even told the guy when reserving that we had a larger apartment (1450 sq ft), oversized living room furniture, and a king size bedroom set for the one room. He told me that the 20ft is for a 3 bedroom house so our stuff would definitely fit. Well our furniture didn't fit and we had to trash a few pieces of furniture. This was with a moving company packing the truck to the max and packing it with precision. The recommendation was completely wrong. The general manager at the location was VERY nice.Desired Settlement: I would like to be refunded for the rental of the truck (approximately $500), and the overtime we had to pay our movers ($100). I would also like some sort of compensation for the furniture that we could not take due to the poor recommendation of truck size (approximately $200). I will be more than willing to provide receipts for the truck and movers, but do not have receipts for the furniture we had to leave behind. I feel that this is a fair compensation for everything that we went through.

Business

Response:

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and addressed her concerns. He apologized for not meeting her expectations and advised her of a refund for her movers overtime, the items she left behind and a refund for $100 on the truck rental as an adjustment. The refund for $400 should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: 7/1/14

Dear U-Haul Customer Service:

I am writing to make a formal demand for reimbursement as a breach of your “guarantee” policy.

On 6/5/14 I made an online reservation for a 26 moving truck to be picked up on 6/30/14 at your store located at [redacted]. My confirmation number is: [redacted]. The price was $177 plus tax and insurance. According to your website a 26 foot truck has 1,611 cubic feet loading capacity and I was assured by my moving crew that this would be sufficient.

This was a “guaranteed” reservation, and I relied on the following “guarantee” on your website:

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

On 6/29 I received a call that the truck that had been reserved for me was not available. The caller had arranged an alternative of a 20 foot truck that was located 30 miles away and a 6x12 trailer that was available locally. I was assured by your representative that this was the equivalent of the26 foot truck. I relied on this statement and accepted the proposed solution. What the caller failed to mention was that the 20ft truck in Valley Village had 1,015 cubic feet and the trailer in Simi Valley had 396 cubic feet. This left me with a total of 1141 of cubic feet of cargo space rather than the 1611 that I had ordered.

That left me 200 cubic feet shy of the truck I rented with a “guaranteed” rental. We tried to make it work, but there was just no way that all my belongings would fit, so I then called your customer service department and was told I would have to rent ANOTHER ON MY OWN DIME and that all they could do to compensate me for my troubles was a 20% discount on the additional truck! Since I was paying a moving crew hourly, and they were almost finished, I went ahead and rented the 10’ truck so we could complete the move. This cost me a total of $135 plus insurance of $28 and gas of $30 that I would have not needed had I received the truck I had ordered. I have no idea if the 20% discount was actually applied. However, even if it was appropriately applied, I was still left paying an additional $135.50 plus gas. This was almost double the original cost of the $177 truck I had reserved.

In addition to the extra expense, I had an infuriating experience at the location at [redacted]. This is where I was originally supposed to pick up the 26 foot truck that supposedly was not available. I got there to pick up the trailer and see not one, but TWO 26 ft trucks in the lot. I asked why I could not take one of those and was told that one had faulty braked (OK, I get that) but the other was needed “to stay on the lot and move things around.” Rather than accommodating a customer with a “guaranteed” reservation, the manager decided to keep the truck for his own use! That is outrageous! Here I am running all over the Valley, when he had the truck I ordered right there! His name is Jim Puzan, if you care to talk to him.

As a result of this unnecessary hassle and expense, I am requesting that you reimburse me the entire cost of the rental of the second truck and all associated expenses as well as the $50 “guarantee” as promised on your website. My demand is:

$ 17.50 mileage from Simi Valley to Valley Village

$ 17.50 mileage to Simi Valley from Valley Village

$ 107.50 cost of second truck incl tax

$ 28.00 cost of additional insurance for second truck

$ 30.00 cost of additional gas from Simi to Ventura for second truck

$ 50.00 $50 "guarantee" as promised on your website

$ 250.50 Total Reimbursement Demand

You can reach me at:

###-###-####

You can mail the reimbursement check to:

[redacted]Desired Settlement: reimbursement of all my expenses - see above letter I sent to Uhaul via their website to no avail

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Center of Simi Valley, followed up on the information [redacted] provided. He informed our office he issued her a refund for $200 in addition to the $50 Reservation Guarantee Fee previously issued. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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,

Consumer

Response:

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

Hello-

This issue still has not resolved. On July 10 I received a voicemail from Jim the manager of the U-haul location with which I had the complaint, indicating that in addition to the $50 "guarantee" check, I would be sent a $200 check. I received the $50 check several weeks ago, but still have not received the $200 check. When I have tried calling, I am placed on hold and then the line disconnects. This has happened repeatedly, so I am contacting you.

Can you please assist?

Review: The following letter was sent to UHaul on August 6th, 2014 and no action has been taken by this company.

On June 16th, 2014, we rented a Uhaul truck and tow dolly from Salinas, CA. The two Uhaul employees at the check out desk in Salinas checked our truck and tow dolly and informed us there were no problems. We discovered later that evening that the trailer lights did not work on the tow dolly and it was almost impossible to see that there was a tow dolly attached to our truck, creating a potentially dangerous situation for other drivers and our truck. This Uhaul location will not be recommended by our family in the future. The driver of the truck [redacted]) was noticing problems with the engine not being able to get up to speed on the highway. June 18th, 2014, 11 am: We began our drive near San Antonio, TX and the engine made a loud noise and started smoking. We immediately pulled over and called the Emergency Hotline to inform them of our problems. A quick inspection allowed us to see that the engine was leaking oil and antifreeze. We were informed that a mechanic was on the way to us and would be arriving within 90 minutes. That mechanic did not arrive until we had been sitting on the side of the highway for almost 2 hours (1 pm). Our group consisted of the driver [redacted]), his pregnant wife, their one year old daughter and a second driver for our vehicles. Uhaul employees were very consistent about calling to inform us of the current situation and what was being done. After the mechanic assessed the damages and reported to Uhaul that a part of the engine had broken off and damaged the oil tank, Uhaul scheduled a tow truck to move the broken down Uhaul truck to a nearby Uhaul location. This location was only about 10 minutes away. When the tow truck arrived (3:30 pm), the driver did an excellent job of quickly getting the truck loaded and hauled to the Uhaul location. The damaged truck was moved to [redacted] of Boerne where we could get a new truck. [redacted] of Boerne was staffed by an excellent husband and wife team who were very efficient, very helpful and very kind in their profession. We would definitely recommend their establishment to others in the future. Uhaul also scheduled a team of movers to arrive at 4:30 pm to transfer the load from the damaged truck to a replacement truck. Uhaul gave very detailed instructions on how to communicate with the movers and also how to pay them at the end of their job. Unfortunately, they were busy with another job until 5 pm and were not able to make it to our location until approximately 6 pm. They accomplished their job of transloading the trucks around 7 pm. We would like to compliment [redacted] on their professional attitudes and their speediness in the transloading process. The movers they sent were young, careful, able bodied men who got the job done in an efficient manner. Two of the three movers had been asked to come back to work after the end of their shift in order to help us. We would definitely recommend this moving company in the future. Uhaul did offer to make hotel arrangements for that evening since we could not continue our journey that day. Unfortunately, it was unclear as to whether or not they would cover the cost of those hotel accommodations or if they were just doing us the courtesy of making them as we were stranded on the side of the highway. Since we missed a whole day of traveling due to these issues that could have been resolved more quickly considering how close a Uhaul location was in relation to us, we are interested to know what the Uhaul company will be doing to make this situation correct. We will be using Uhaul in the future as we are a military family and will continually be moving, unfortunately, we will be more cautious about what locations we use. We very much appreciated how kind and attentive the Uhaul employees were on the phone with us and how informed they kept us. We were kept up to date by James and would like to compliment him on his helpfulness in this situation.Desired Settlement: We would like to be refunded anywhere from half to all of our expenses pertaining to our move. Uhaul has not been prompt about responding to our letter desiring that they correct this situation.

Business

Response:

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay Regional Office located in Freemont, CA, followed up on the information Ms. [redacted] provided. She advised our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She also explained she would issue a refund for $1,400 as an adjustment on their rental. Ms. [redacted] provided her telephone number for any further concerns or assistance.

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 letter is to complain about service I recently received from U-Haul. On 9/13/2014 between 3 and 4:30pm I had my wife call U-Haul to find out what was needed to transport a [redacted] extended bed pickup truck one way from [redacted] to [redacted]. She was told that she would need the 14ft long truck along with the auto transport trailer. This is what she reserved for pick up on 9/20/2014. We picked up the truck and trailer on 9/20/2014 at approximately 11:06am from [redacted], [redacted] U-Haul. Again we were asked what we were transporting by [redacted], her manager [redacted] was standing next to her when we told her, he also hooked the trailer up to the truck for us. When we got to our destination in [redacted] we found out the truck was to long for the trailer. We contacted [redacted] U-Haul were we reached [redacted] we informed her what happened and she told us that she had to connect us to traffic to resolve the issue. Traffic sent us to a U-Haul in [redacted], when we got there we found out it was the same trailer we already had hooked up. The owners of the [redacted] U-Haul facility advised us that we should turn the truck in and get our money back, because when they researched a trailer for us there U-Haul computer showed that there was no valid combination to transport our [redacted] truck. They also gave us the number to [redacted] there area manager, we called him but only reached his voicemail and we left a message but no call was returned. We went back to [redacted] U-Haul to turn the truck and trailer back in for a full refund, so we could just rent a smaller truck to move what we could out of the pickup truck, so the trip would not be a wasted one. There was a different [redacted] lady there at the time her name was [redacted], she called the manager [redacted] and he said after we were charged for the gas and mileage we could get the rest back in refund. So I called him myself to try and talk to him he hung the phone up in my face. The contract stated we were allowed 329 miles and the gas was still on a half a tank the way we picked it up, so why were we charged and not given a full refund? Then we paid in cash but [redacted] refunded the money back on the credit card that was used to reserve the truck instead of giving us our cash back. This caused us not to be able to rent the smaller truck from U-Haul and forced us to stay in town another night of which we had to pay another hotel room fee and had me miss another day of work. If U-Haul had been honest when my wife called to ask what was needed to transport our [redacted] knowing that they did not have anything big enough to haul it. This trip would have never taken place. Not only did U-Haul give me two days of running around for nothing they made me lose money and time.Desired Settlement: I made a phone complaint to them on 9/20/2014 and also emailed them a complaint on 9/22/2014.1 still have not gotten any type of response back. The [redacted] manger called me on 9/22/2014 after I was back home in [redacted] and after he hung up on me refusing to try and straighten things out with me on the 9/20/2014.1 cannot get my time back but I would like to get my money back. I informed U-Haul in the email complaint that I would file a complaint with Revdex.com if nothing was resolved and I also told them if the Revdex.com cannot resolve the issue I would find a lawyer to sue them. I really would not like to have to take those measures I would just like to be reimbursed my money back.

Business

Response:

October 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] but did not hear back. She also relayed she issued Mr. [redacted] a refund for $84.33 for the auto transport. He should receive the refund check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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,[redacted]

Review: I reserved a U-Haul from A Storage in [redacted] on approximately April 21 or 22. When I went to prepay for the truck the person ([redacted]) told me that my reservation was for the wrong day, as I meant to reserve it for April 23, not April 24. [redacted] gave me the number for U-Haul customer service and they were happy to change the date of the reservation for April 23. When my person went to pick up the truck, [redacted] informed him that it needed to be back at 12:00pm. I had reserved the truck from 4pm-4pm on the first reservation, but the time was changed when I changed the date. (Told that CS rep cannot see available times when changing reservation. [redacted] nor the CS rep told me that my time might be changed. Therefore I had no choice but to keep the truck past 12 (I returned it as earlier as possible (1pm). When I learned of the issue I called U-Haul and spoke to no less than 6 people. I was hung up on twice. I was transferred to illogical places like GA and [redacted] OH. I was yelled at by a rep at the [redacted] on [redacted] and [redacted]. All of the reps refused to help try to find a solution, siting that I had signed the contract and I would be charged an extra day as well applicable fees. I understand this is the policy, but I would like to argue extenuating circumstances that U-Haul nor A Storage told me of the time change until it was too late to get another truck. U-Haul’s customer service refused to provide customer service (I told them that I had the truck and that it was the customer that reserved the truck after who would be left without service because I didn’t know if I could get the truck unloaded by 12pm and was basically told that is their problem) and used diversionary tactics to avoid helping me. I would like to have my money refunded for the extra day especiallyDesired Settlement: Refund extra day charged because of poor communication and rude customer service people. I would like to state that A Storage did try to help. I would especially want my money back if that truck was rented on the day I paid for the extra. In reality I should be refunded my entire bill for the added stress Uhaul had caused by choosing to do nothing on the day I was moving to my new house I just purchased.

Business

Response:

May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. The refund should post on their 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

Business

Response:

May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. The refund should post on their 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: When attempting to rent a trailer I made a reservation online via uhaul.com, contact and credit card info taken - same as I have done many times over the last few years, no indication of a problem was indicated. This was also true when I called the retail location to confirm the trailer was ready and the agent pulled up my reservation.When I arrived at the location I was given a paper that's said I would be unable to rent from usual until some issue was resolved. The location manager [redacted]) said she had never gone through this before.I was told by Ealine in customer service at [redacted] that I owed them over $111 for a week long trailer rental in 2008. No help was received or offered - only asking that I resolve the issue today...I have no recollection of this rental, not that it didn't happen, but she said it was a week long rental which is something I've never done (1-2 day rentals max). She offered no verification, no explanation why the credit card required at the time of rental would not have been charged, and no proof that this was not another rental somehow confused with my info. Since this event was 4 years ago, I no longer have the same bank, and no way of knowing what credit card was used for this transaction, so no way to prove it was already paid.Desired Settlement: Proof that this was my rental, verification of credit card used to secure the transaction (to make sure it wasn't already paid/settled), and removal of this record of any debt owed from any/all collection agencies and credit reporting if any part of this can not be confirmed.

Business

Response:

July 6, 2012

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

Mr. [redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] an email with attachments of his rental agreement and an invoice to the outstanding balance. Mr. [redacted] explained that based on Mr. [redacted]'s personal information matching the same information on the rental, the balance will stand and cannot be removed. He included his telephone number in case Mr. [redacted] had further questions or concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I asked for a quote online recieved a quote from Uhual.com. When I got to the location at [redacted] Uhual had raised the quote. At that time asked the rep [redacted] to explain the change and go thru the contract line by line to understand the actual cost. He called the manager [redacted] to figure out the contract and why the quote was different from UHUAL.com.Then when I got my final bill it was $25.00 more than they had quoted me, even though I used less miles than we had used to calculate the rate.Uhual,especially the branch at [redacted] is a dishonest group that does not honor agreements to run up charges. UHual is a dishonest businessDesired Settlement: I want the 19.00 dollars that they overcharged and that I didnt agree to to be refunded. we agree on the amount of the rental and they charged the Creditcard the cost we agreed, then the next day they charged an additional 20.00 that I did not authorized. Criminal!!

Business

Response:

August 20, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Indiana and South Cook County, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] but has not yet heard back. He also relayed that he had issued a credit for $39.00 back to Mr. [redacted]'s Visa account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My uBox shipment from [redacted] to Texas took nearly 4 weeks to arrive. I requested shipment on July 17, was called by uBox with shipping confirmation on July 19 and my credit card was charged on July 21st. When I called on July 24 to confirm the arrival date, the local vendor in [redacted] discovered the boxes had never been shipped. From what I understand, the boxes were finally shipped on the July 27th. I was promised the boxes would arrive on August 8th. When I did not hear from uBox on the 8th, I began calling. It took until August 11th somebody at uBox to return my call. I was told then that my box would arrive on August 13th. When the 13th arrived, I called again and was told that my boxes would arrive on the 14th. The shipment finally arrived today, August 14. I had an appointment scheduled with uBox delivery personnel for 1pm and they arrived over an hour late. Meanwhile, on August 13th I was charged for storage at your Texas facility. I have requested that they reverse the charge but that has not yet occurred. To charge me for storage in Texas when I couldn't locate my boxes or have them delivered as requested is particularly irritating. Also, I have repeatedly asked to speak to regional mangers and other supervisory customer service representatives and not once did I ever receive a call. I was promised calls from a store manager to a regional manager to a Director of Marketing and not once have I been called. The service (or lack there of) provided was deplorable almost from the beginning. I have used uHaul for many years and even have a uHaul tow hitch installed on my SUV. I doubt I will use your services again.Desired Settlement: Complete and total refund. I was repeatedly lied to and my requests for information was stymied from the beginning. It took nearly a month for my furniture to arrive in Texas. If I had not called early in the process, I doubt my boxes would have left Virginia when they did.

Business

Response:

August 30, 2012

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

Mr. [redacted]' concerns regarding his U-Box rental were addressed by both our dispatch and receiving Regional Offices. Mr. [redacted], our President for the U-Haul Company of North Houston, advised our office that Mr. [redacted] received a $500 refund along with free delivery of the U-Boxes and free help to unload the boxes. Currently Mr. [redacted] is working with RepWest Insurance Company regarding his damage claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a small U-Haul truck yesterday at the U-Haul location at 1[redacted] at 9:47AM and returned it at the same location at 4:27PM. Before returning it, I stopped at a gas station located about 1/4 mile from U-Haul and put gas in to the original level (5/8 of a tank). When I returned it, the woman did not say anything to me about the gas level being less than the starting level. She did not give me a receipt and I understood that everytjing was in order. This morning when I checked my e-mails, I saw a bill from U-Haul amounting to $105.26.I was charged $30.00 for fuel fill-up service and $27.00 for fuel adding up to $57.00. I received the truck with 75474 miles on it and returned it with 75493 miles on it. I drove the truck a total of 19 miles. My husband went to the U-Haul location this morning, told the owner what happened and showed him the receipt for gas. The man refused to issue a refund. If the woman who checked the truck in would have told me that the fuel level was less than the original, I could have taken right next to the U-Haul location where there is a Shell gas station and put more fuel in. She did no such thing. I think that it is outrageous to be charged $57 after being told that everything was OK and not having been given a receipt. I was not given anything to sign accepting the charges.Desired Settlement: I want to have the $57.00 plus tax that were unjustly and unlawfully charged to my credit card refunded.

Business

Response:

October 1, 2012

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

Our records indicate credits totaling $57 were issued on September 11th back to Ms. [redacted]'s Visa account. The credits for $26.74 and $30.26 should post on her next credit card statement if not already.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had very dissatisfying service with a recent move in [redacted], IL with Uhaul.I was given the wrong size truck, had to drive to a location over an hour away when there were 3 locations within a 10 mile radius of my old apartment, and was told to call the 1-800 number to ask for the $50 guaruntee upon returning my Uhaul truck to the original location I requested. Upon filing a complaint with the 1-800 number 8/2/12, I received an email on 8/5/12 from the manager of the [redacted] Uhaul, [redacted], stating I had received a great discount of "extra miles" (Yes, enough to get back to my original location - I was moving only 3 miles to a different apartment but had to drive an hour away to get a truck to do so) and had selected equipment in high demand for that date. [redacted] also stated I could have a "VIP" certificate for a discount on any future rental (this is not applicable as I had dissatisfying service with Uhaul and their lack of follow-up/standing behind their policy has made me not want to utilize their services in the future, which I explained in my return email to Mrs. [redacted]).I responded to [redacted] via email on 8/22/12 stating the situation of receiving the incorrect size truck, incorrect location pick-up and how multiple people at the [redacted] Uhaul location in [redacted], IL assured me I could call and receive the $50 guaruntee for the inadequate service I had received. I also asked [redacted] to let me know if there was another representative or employee I needed to talk to from uhal if appropriate. It is now 9/21/12 and I have yet to hear back from [redacted] or Uhaul. I moved back on 8/1/12 and would like this resolved immediately.

Product_Or_Service: 17' Uhaul Truck Rental/[redacted] Pickup

Order_Number: [redacted]Desired Settlement: Refund I would like the Uhaul guaruntee of the $50 Reimbursement guaruntee as Uhaul did not provide me with the correct pick-up location OR size of truck and their guaruntee clearly states "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed.Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."}

Business

Response:

October 1, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. He informed our office a credit for the $50 Reservation Guarantee Fee was issued to Ms. [redacted]'s Visa account on September 29th. 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: Before ordering a class 2 hitch for my [redacted], one designed to carry my [redacted], I called U-haul on 7/10/12 to make sure a class 2 hitch could be installed on my car. They said it could so I went ahead and ordered it, trusting them to know. Then during the installation on 7/17, I was told it wasnt going to work. To return the lift to the vendor, there was a restocking fee and shipping costs totaling over $200. My son-in-law called on 7/18, as I was too upset to call, and spoke to the manager, Gary, asking if he would do the right thing and cover the expense of returning the lift. He said no, he couldnt do anything; he would just have to train his employees better. On 7/18/2012, I contacted U-hauls arbitration department about this situation, requesting that they cover the expense of returning the lift. I did not hear back from arbitration directly but instead received two emails, each offering a $100 certificate to use towards future purchases at U-Haul. There wasnt an explanation for the certificates in the email so I can only assume this was their attempt to compensate me for my expenses. I called the local U-Haul store telling them that the certificates didnt do me any good as I didnt anticipate making future purchases at U-Haul. I requested that they reimburse me for the fees in the form of a check I could deposit back into my bank account. I was told that they couldnt do that and if I needed the cash then I should just sell the certificates to someone else, which I absolutely dont feel comfortable doing.I then contacted the arbitration department for a second time on 8/16/2012 reporting all this but never heard back from them.

Product_Or_Service: Hitch installationDesired Settlement: DesiredSettlementID: Refund

At this point, I would like your assistance in seeking a refund from U-Haul, in the form of a check, for the restocking fees and shipping costs. I feel that they should incur the cost as they provided me bad information.

Business

Response:

December 12, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Sara Allison, our

Field Manager for the U-Haul Company of Central TX, followed up on

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

contacted Ms. [redacted] and advised her that she should receive the

refund check for $200 within the next 7-14 days.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: At the Uhaul rental aread, as covered in contract [redacted], there were several issues. First and foremost, [redacted] (witness) and I rented a uhaul in order to transport items from Orlando to Poinciana. The truck's alignment was completely off. When I contacted Uhaul about the security issues, they claimed it was in good. However, [redacted] witnessed it was not. Secondly, I took Uhaul over 30 minutes, which made me late for work, aggravated, and nearly with a write-up to hear them say they CANNOT issue a refund at this time. Thirdly, I PAID the fuel charges at the gas station, and the vehicle was left with half a tank. Thus, I charged double. Thus, Uhaul STOLE money from me.Desired Settlement: I want the entire amount of $97.58 refund. Also, I want all documentation with my information removed from the renter as though he never had it to begin with.

Business

Response:

August 23, 2012

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

Mr. [redacted], our President for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted]'s concerns have been addressed on many different occasions. Mr. [redacted] reported no mechanical issues with the truck until after he completed his move. The truck he rented was test driven after his move and nothing was found wrong. Mr. [redacted] also mentioned a separate issue that involves damages to this dealers gas pump caused by Mr. [redacted]. Mr. [redacted] declined [redacted] and chose to be self insured. He paid the dealer for the damage as he was responsible for the incident. Mr. [redacted] explained that this incident is a separate issue from U-Haul and if Mr. [redacted] wishes to pursue the outcome, he needs to contact the dealer who is an independent businessman. Any type of reimbursement for the the U-Haul rental is not warranted and will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The person who has the UHAUL is responsible for overcharging clients, which is a crime in the State of Florida. This also reflects UHAUL. I want this to remain on permanent record and for the the public to see how UHAUL treats their customers in light of their name being used. Thus, Mr. [redacted] is responsible, along with UHAUL for criminal actions.

The case here in is closed and open for review to the public.

Regards,

Business

Response:

October 25, 2012

Thank you for forwarding

Mr. [redacted]'s most recent comments to our office. We appreciate his

feedback, however, at this point no further action is needed on our

end.

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 12/6/2012 at 11:40 AM I rented a tow dolly from U-Haul On Sunnymead Blvd.in Moreno Valley Ca. On the same day I had also been told by a U-Haul employee that they will install any tow ball for free. so I handed my own personal tow ball to the girl at the front desk and she said again that we install them for free and called another U-Haul employee to explain to him what he needed to do and told me that he would meet me outside by my truck to install it. After he installed the tow ball and hooked up the tow dolley he told me that was it and I left. I would be using the tow dolly to leave from Moreno Valley Ca. and go to Phelan Ca. When I got to Phelan with the dolly I proceeded to drive my other car that I would be towing up the ramp of the tow dolley and the tow ball snapped off the back bumper of my truck. The underneath of my car was very dammaged. Also the back bumper,tailgate and the passangers side tail lite of my truck was damaged. The nut of the ball had fallen of somewhere between Moreno Valley and Phelan after that employee incorrectly had installed it. I had to leave my car in Phelan for another night and drive back all the way to Moreno Valley and tell the manager at U-Haul the next morning what had happened and all I got was an attitude and she told me I have untill the next morning to return it. I told her I had to work and that it would be difficult for me to return it in time since I had already had a previous plan to have the dolly returned on the date I orDesired Settlement: I would like U-haul to give me a full refund for their mistake that costed me extra time and money. I would also like them to fix all damages to my truck and car that were again becuase of their mistake. it is only fair that these people are profesional about this matter and do what is right.

Business

Response:

January 28, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Riverside, followed up on the information Mr. [redacted] provided. She explained they extended his contract, which would have allowed him to complete his move. At this point Mr. [redacted] needs to contact [redacted] if he wishes to file a claim for damages. They can be reached at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am currently awaiting a responce from the insurance company however this only resolves the the issue of damage done to my vehicles. It does not pay for the extra time, money, gas, and fustration that I had to endure all due to the U Haul employees mistake. On top of all this the manager was very unprofessional and rude. The manager had extended the contract but was aware that it would conflict with my work schedule and would be impossible for me to return in time and was not willing to compromise even though it was only late because of an employees mistake. None of this would have happened if they had not made that mistake so therefore I would like a full refund of everything that I was charged during this incident. sincerely, [redacted]

Regards,

Business

Response:

February 7, 2013

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

Ms. [redacted], our President for the U-Haul Company of Riverside, reviewed the information Mr. [redacted] provided. She confirmed when Mr. [redacted] first had the tow-dolly hooked up, he used his own hitch ball. She was at our U-Haul Center when he returned saying that the ball had fallen off. Our center staff put a U-Haul ball on his truck. She mentioned that the U-Haul hitch ball has a safety pin. She also stated that U-Haul is not responsible for his hitch ball or for the damage he incurred. Our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented an auto transport and the empoyee was having a hard time hooking it and had me assist him a little. Once he got it on the hook. I pull around to the front of the office because he coudnt hook the plug up that operates the taillights and brakes on the transport so another employee assist him and hook up the chains to my truck.. I live 3 blocks is from from uhaul.. I went straight home park my truck forward in my garage with the transport behind outside the garage.. The next morning I drove back next door to uhaul to load my car with my friend.. As soon as I attempt to drive onto the trailer it left up to the bumper then the tailgate of my truck and made damage.. I then call uhaul and they answered and told me the store wasn't open yet and would make a note to call me.. My friend connected the trailer correctly and iberntbto [redacted]... I also picked up a truck on the way back with no

Problems.. I also use their services before in the past and had no problem. I contacted their insurance company and they took my information and I also let them know that another employee told me the guy only been workin a month for them and was to be monitored and he wasn't.. The insurance denied my claimed., this is not a good way to go business.. My truck is a [redacted] in great condition.. I'm very disappointed in this business that I've felt with for several years.. Sad to say this will end our relationship., my main thing is they need to go over the paperwork with people like myself not educated about the hooking of the rental.. They jus told me to go out to make sure no damage on trailer and gave me a package and told me I'm free to go.. They didn't go over details with me.. Insurance told me cause it didn't happen the time of hook up.. I only live a few blocks away.. Unacceptable.. Customers always right us down the toilet on this one..Desired Settlement: Apology and repair my truck and I'm satisfied with that.. I got a estimate 1500 from collision revision

Business

Response:

March 15, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IL, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email explaining she discussed his concerns with our U-Haul Center staff, the adjuster with RepWest Insurance Company and our President for the U-Haul Company of IL. She confirmed that Mr. [redacted] was given a Users Guide when he rented the auto-transport. In her email she offered her apology but also advised him that their decision in the matter remains the same.

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 made every attempt to work with Mr. [redacted], Area Field Manager for U-Haul Company of Minnesota. We moved recently from [redacted] MN to Boston MA. Here is our experience. U-Haul has now decided they are not going to honor the reimbursement they agreed to when we broke down in the middle of PA. They offered 50% reimbursement of our U-Haul bill and the expenses incurred for the additional day with the breakdown. Hotel, meals minus any alcohol, movers as we had friends set up upon arrival in Boston to help. We already had a promise for a discount for the trailer they rented us without inspecting it before renting it to us. 1st - They rented us a vehicle trailer that was not inspected before giving it to us. Turns out the previous renter cut the straps to fit their tires. Easy fix to switch out but it delayed our trip while waiting for U-Haul to open the next day. Then we breakdown after 1,000 miles of driving a 20ft completely filled truck and towing an SUV because they did not have oil in the truck they rented us. Let me back up here a moment. Before the wrecker got to us at the rest stop, U-Haul asked us to get back on the highway and go to the next city that had a U-Haul. Naturally we told them that was not happening and made them send a wrecker to us. So U-Haul, what you're saying is our safety is 2nd to you saving on the expense of a tow. Got it. The wrecker shows up, checks the oil, looks under the truck (no leak) and behind the truck (nothing out of the exhaust) and says...you don't have oil. It's far below the first line and you are not leaking oil either. You've bent a bearing and have to be towed. U-Haul that day...very accommodating. "Save your receipts, we'll pay for everything...so sorry for all of this". Today. "Nope, we inspected everything before the truck went out to you and we'll give you $X but not $X. We're being more than fair". We have an agreement via e-mail that half of the uhaul and expenses would be paid. When we questioned the amount, [redacted] said that they will not reimburse sales tax on the uhaul bill or add any of the missed receipts that were attached to the e-mail we submitted to him. He completely changed his tune stating he was more than fair and that was all he was reimbursing us. The amount of reimbursement per our agreement should be $1282.79 and he is telling us he will not do any more than "$917.46 which is 50% of your rental plus the added expense of your delay". he missed the other receipts we provided and is now stating things like, "you signed the rental agreement and you signed your credit card"..."I also know that your signed contract with us states that we will not compensate you for lost time or inconveniences due to break downs. I also know that the credit card charges were signed for. Again I'm sorry you do not feel the amount is fair but this is the most I am going to refund." this is not what he agreed to and we have it in writing.Desired Settlement: 1282.79. The correct amount of the reimbursement he agreed to on the phone and via e-mail.

Business

Response:

April 17, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern MN, followed up on the information Mrs. [redacted] provided. She informed our office she corresponded with Mrs. [redacted] by email. Her most recent email to Mrs. [redacted] was the following:

[redacted], I have reviewed the information you sent me. Please accept my apology for the difficulty you experienced in obtaining the agreed upon reimbursement. An additional $365.33 was refunded to your Visa card on 04/17/13 for a total refund of $1282.79. I wish to thank you for allowing us the opportunity to resolve your concerns. We look forward to serving you again in the future.

Thank you, [redacted] U-Haul Co. of Northern MN

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: They charged us 3 hours labor on the installation of a trailer hitch that only took 2 hours. they gave us a price originally of just $300.00 and then 10 minutes prior to the appointment time called to inform me that the price would be $529.58, much higher than originally agreed to knowing that we had no other options except them at this time to install the hitch.Desired Settlement: Refund of the difference between the earlier offer and or the extra hour of labor charged.

Business

Response:

May 21, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our President for the U-Haul Company o[redacted]C, followed up on the information Ms. [redacted]provided. He sent Ms. [redacted]the following email:

Mrs. [redacted] I have reviewed your file for the hitch installation on the 2008 Cadillac SRX. When Mr. [redacted] called and made the reservation for the hitch on 3/13/13, he was quoted the price of $199.95 for the hitch and labor for installation of $150, 2 hours at $75/hour. Thus making the hitch and installation $349.95 and $17.00 for taxes, a total of $366.95. At that time, Mr. [redacted] gave permission to charge his [redacted] a total of $199.95, the price of the hitch. With the addition of the wiring, wiring labor (1 hour), wiring bracket, the receiver tube cover, ball mount, ball and taxes, brought the total to $529.58. There is a total of 3 hours labor for the installation for 1 person to do the job. Due to the time of day that you brought your vehicle in, the general manager came back to the location and helped with the installation, meaning that 2 people were working on your vehicle, thus making the actual installation of the hitch and wiring 2 hours. If you have any questions, please call me @ ###-###-####. [redacted] MCP U-Haul Company o[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