J.R.J. Tara Corporation

Review: On Friday 2/14/14 I went to the fort carson Uhaul to pick up boxes. Although the boxes said buy in bulk and save there was no savings to buy the boxes in bolk. However the representitive was very polite and helpful and he assisted me beyond boxes. By telling me about the service U boxes to help me move. The quote he provided me was for $1862.75. He said that his location was not authorized to make my reservation but that he would save my quote and that I needed to call the location off of Victor Place. On Saturday morning I called that location and spoke to [redacted]. She was unable to find my quote and requoted me an out the door price of $2138.75. She broke the price down as to how much needed to be paid and what type of services I would recieve what she could not do is tell me how my things would be delivered to me and how that process would run. Stating that I would need to contact that office. She was unable to provide me with the number to that location so I asked for the address and told her that after I called them I would come into her office on Monday to complete this reservation. She again assured me that the quoted price would be saved in the system and that she was sending me a confirmation email. I never got the email and when I called the Baytown TX location, I was bounced around between multiple people who insisted that the only way to answer my simple question of what company will deliver my goods and is their a time limit that I am paying for was by giving me another quote I finally spoke with [redacted] in Houston. She transfered me again saying she couldn't find my quote in the system and that she had to send me to the department that could answer my questions. I got a man in Phoneix who was unable and insisted on giving me a quote. I told him that I did not want a quote but to simply answer my question he could not and he disconnected the call. I call [redacted] in Houston back explain to her what has happened thus far and ask can she please assist me. She then ask a few basic questions and gives me a generic ballpark figure of $1200-1400. I explain that her response does not answer my question. She then takes the time to assist me however doing another quote stating that she can't even find me in her system database. The quote she provided was for $2410.70. I explain that quote is more than what I was quoted on Saturday I explain I was thankful for her finally answering my questions about [redacted] movers but I would have to call the other office in Colorado Springs because of the price descrepancy. I attempted to reach that office multiple times over the day only to keep getting call center employees who insisted they could help me with yet another quote failing to listen to my question/ issues. I finally get a lady who offers to have a message delivered to that office to have them call me back. When they do call me back I get a gentleman who says I need to hold while he gets this situated for me. I hold only to have a woman come on the line several mins later to tell me that she has to help me because he is unfamiliar with Uboxes. She again can not find any reservation quote etc and says she has to start over from square one. After asking the same questions she comes up with a new quote of $2503.70. We both agree that I should be offered the original quote from [redacted]. She promisies to have [redacted] call me in the morning since she is the expert at the office on U boxes. [redacted] calls me and offers another quoted amount still more than the last. She says I will call you back after I get this to the original quoted price. She calls back in 1 hr and says that her corporate office refuses to honor the quoted amount stating that it was simply a quote. I am not sure why a company would have a quote system say its saved for 48 under your information and then when you call back to confirm and schedule the price has increased drastically. I will never do buisness with Uhaul again I feel they are trying to get over on their customers. We have U haul on many military installations I will make it very aware publicly of my recent issues and encourage my fellow military friends not to utilize u Haul when doing ditty moves or just self relocation. Althoug conviently located on Post this company clearly lacks one of the Core values of INTEGRITY.Desired Settlement: I want someone from your corporate office to contact me and be able to provide written document via email that support not honoring a quote despite being promised that the quote was saved. I also want to know why everytime I made a quote and it was supposedly saved I had to do another quote and get a price 100's of dollars higher. This is a bait and switch kind of service get me in the door and say one price then offer another.

Business

Response:

February 24, 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 Southern Colorado regional office, followed up on the information Ms. [redacted] provided. She informed our office she was in contact with Ms. [redacted] and was able to address her 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: 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: 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

First lets start with booking a 20' rental truck 1 1/2 months before the date that I need it. I am guaranteed that I will get the truck I need the date I need it and the time. Well that was all LIES! I called once a week to make sure my truck would be ready and every time same answer YES! and someone will call you 24hrs in advance to let you know the pick up place (What) I'm not picking it up at the location I am closes to? LIES! literately less than 24hrs of my pick up time I get no call from them..I end up making all the calls and finding out I have no truck in the town where I leave (Wichita Ks) at 4pm I get a call that a truck has arrived in Hutchinson Ks which is 45-50 minutes away. Customer service lied about having a truck available at my location or near, not an hour away. and all they can do is say I'm sorry we did not lie and here's 50 bucks ... Hello its going to cost more than 50 bucks to drive that big truck back to Wichita Ks.. Never Ever Again will I use U-haul!!

We have always used Uhaul for our moving needs, but we will not be using them anymore. We actually have a trailer reserved to use in a few weeks and we'll be cancelling it.
It all started when the worker at the Wake Forest location where the trailer was picked up didn't offer to hook up the trailer. My husband was picking it up by himself with our 6 month old. Not only did he not hook it up, he didn't even check it when my husband hooked it up. This is important because apparently hooking up the trailer by yourself voids your insurance which was not explained to my husband.
We were driving down the interstate and had been driving for about 200 miles and had about another 100 miles to go before we were stopping for the night. It started raining and we were driving on SC roads which aren't the best. We hit a bump and the trailer came off of the trailer hitch. This engaged the emergency break on the trailer. Luckily we were able to get off to the side of the road. It was a little before 11 at night. My husband called the Uhaul number and it took about 2 hours for the lady to start looking for someone to come help us. So here we are in the middle of the night with it raining sitting on the side of the interstate with our 6 month old in the car. She said to give her 30 minutes to find someone. It took over an hour. This included her calling us telling us she was having trouble finding someone did we want her to keep looking. What else did she expect us to do? Hang out in our car all night?!? She finally found someone but he said it would take him about 90 minutes to get there and it would cost $400. We aren't sure why the insurance we paid for wasn't covering this, but we just wanted to get off the side of the road at this point. Also, let me point out that we weren't in the middle of nowhere. We were on the interstate right outside 2 major cities in SC.
We were supposed to be stopping at a hotel about 100 miles away, but we had to cancel this reservation and pay for another hotel right off an exit where we were. It was a little after 3 in the morning by the time our trailer was finally hooked back up to our vehicle.
Ever since this happened (almost a week ago), my husband has been trying to get a hold of someone to try and make this right. No one (minus whoever runs [redacted]) seems concerned. No one has even apologized. An apology can go a long way.
Specifically, my husband spoke to [redacted] who is the area manager for the Raleigh/Durham area and he didn't seem concerned at all. He basically said it was our fault and our problem. He wouldn't even give his last name or the name/number of his boss. He wouldn't even offer a compromise. I'm not sure what happened to good customer service.
I don't recommend Uhaul. I'd recommend another service even if it means paying more. That's what we'll be doing.

Review: I rented with Uhaul several times in the last couple years. Approximately one month ago I tried to make a reservation for a one way rental out of state and I was told by the customer service representative that my account was on an e-alert and in collections from several years ago for two amounts ($330.62 and for $210.30) and until both of these payments were paid off that I would not be able to rent the truck and the auto trailer which I was trying to reserve.

According to the uhaul customer service representative both of these transactions were made sometime in 2011 which off course I would not have any receipts for since it has been almost 4 years and I always pay my bills on time and never leave any location without making the payment. I off course had to make both payments via the customer service center in order to rent the rental truck with the auto trailer which I paid for in cash $2091.97 one way to the [redacted] for my new job opportunity.

Uhaul could not provide any further information regarding these charged off amounts and I am requesting that both amounts ($330.62 and for $210.30) be credited to my [redacted] card which I provided uhaul when I made the payment.Desired Settlement: Uhaul could not provide any further information regarding these charged off amounts and I am requesting that both amounts ($330.62 and for $210.30) be credited to my [redacted] card which I provided uhaul when I made the payment due to the fact that when I explained to uhaul that these charges looked fraudulent they simply told me to contact my local police department which would not work since I do not have any supporting documents. Uhaul should also have investigated further into the fraudulent charges before forcing me to pay both amounts.

I recently paid $2091.97 in cash for a one way rental truck with an auto trailer to uhaul. Contract #[redacted]. This will prove that I have paid the balance in full and that whatever they found from 4-5 years is not valid and the amount that they forced me to pay needs to be refunded to my [redacted] card ending in [redacted] immediately.

Business

Response:

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

[redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was on our E-Alert System for two separate contracts due to extra days and miles used on each rental. When Mr. [redacted] claimed these were not his charges, we advised him to file a police report for identity theft and send us a copy for review. Nothing was received. At this point we show the outstanding charges have been paid and he is no longer on E-Alert. Please be advised a refund will not be forthcoming.

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: I reserved a van 9 days in advance for a [redacted] pickup and a drop off in [redacted]. (I had wanted a drop off in [redacted], but they said I could not drop it off there. I called two days before to confirm and I was told that my location had changed to the [redacted] on a street that a week ago had a shooting and that they had gone ahead and given me some extra miles. While it is true I need these extra miles because of the farther distance. They have done nothing to compensate me or reduce the price to make up for my increased gas usage, extra tolls, transportation for me and my friend or my time. They have been rude on the phone saying they can change my location anytime they want. It is now too late to schedule with another company. If I had not called I would not have known about the new location. I spoke with multiple people over two days as they kept giving me numbers and referring me to other offices. Multiple people have told me to speak to a woman named [redacted]. One day I called and they said she is not in, but she is in tomorrow. I called and they said the same thing again that she is not in and will be in tomorrow and she is the one who can offer a credit. I do not believe this [redacted] exists. I think they are doing some unethical business practices. They say I do not qualify for their $50 guarantee because I have to show up that day and see the equipment is not there. I have explained that they are already telling me the equipment is not at the [redacted] location which is why they are sending me to the [redacted]. It would be one thing if the location they are changing me to is in [redacted], but the [redacted] might as well be [redacted]. The guarantee they say is

Your U-Haul reservation is guaranteed!

When 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.Desired Settlement: I would like them to credit my credit card or give me a check for the $50 guarantee they show online if your equipment is not at the location you reserved.

Business

Response:

June 24, 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 spoke to Mr. [redacted] and addressed his concerns. She explained his situation did not qualify for the refund of the $50 Reservation Guarantee Fee. Ms. [redacted] did however, offer to issue him a refund for $20 in the interest of customer good faith. The refund was issued back to Mr. [redacted]’s Visa 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

Review: My husband and I went to the U-Haul on [redacted]. In Bossier City, LA on August 23rd at approx 5:30pm. We told the gentleman at the front counter that we needed to rent a cargo van. He quoted us the $19.95 rate, we accepted the additional $10 charge for the insurance. We were told the total would be $46.61 and that there would be a total of $80 held on our debit card for the amount plus a deposit, which until that point, no one had mentioned. Mind you that we were not told about this deposit until after sliding our card. We were told that the truck was to be returned by 8:30am the following day. We were moving in town and wouldn't be going but a total of 20 miles or less so that was no problem. At 11:30pm the same night we cleaned, refueled and returned the van. The next morning my husband received an email stating that we did not return the vehicle until 10:30am and that we had gone a total of 200 miles. I immediately called the store and after being told there was nothing he could do, I hung up and drove to the store. I spoke with the manager about the issue, and after 30 minutes (all of which I recorded on my phone) the manager agreed there had been a mistake. I was told he would be refunding all but about $20. I swiped my card for the refund and asked for a receipt. It's been over two weeks and I've yet to see the refund on my account. Today however, I looked at my account and they had charged me an additional $80. For a promise of only being charged $20, I have now been lied to several times, and have been charged $160. I am very upset about this issue and would like to file a complaint as well as be refunded the full amount.Desired Settlement: Full refund from store.

Business

Response:

September 11, 2014

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 Northern Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office refunds for $80 and the $48.29 Promissory Note payment were issued back to Mr. and Mrs. [redacted]’s Visa account. The refunds 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,

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 wish to be refunded for the full amount for the amount of trouble and terrible customer service I have received from this business. I tried to call the store in question yesterday and could not reach anyone. I spoke with customer service and told them I was not satisfied with how the manager was trying to resolve this issue. I have not heard back as of yet.

Regards,

Business

Response:

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, reviewed the recent comments from Mrs. [redacted]. She assured our office she issued a refund for $80 back to their [redacted] account and the refund for $48.29 was issued by check.

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

Uhaul completely screwed us more than once. We had scheduled a uhaul for a car trailer and ended up driving two hours for the trailer we had scheduled to pick up. Ended up costing us over 100 dollars in gas and only getting a 50 dollar reimbursement. Now we scheduled a truck to haul our whole house to a new location, and the closing date ended up moving and when we called to reschedule the uhaul they didn't even have us on the calendar!! Not to mention we would have been charged an extra 300 dollars if we didn't drive 200 miles to drop the uhaul off, vs just driving to their nearest location only 38 miles away!!!! Seriously need to get their crap together. One of the worst businesses out there and if I had any other choice in companies to use to haul stuff I would definitely pay twice or three times as much than to have to deal with these incompetent people!!!

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: 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: On July 28, 2013, I engaged UHaul to assist with a move from Seattle, Wa to San Francisco, CA. The terms of the agreement were that UHaul would store my possessions in a UBox in Seattle until the end of September, then move them to San Francisco at the beginning of October. I first contacted UHaul about the final move in mid September and was told to call back at the beginning of October. I started attempting to contact the origin location at the beginning of October 2013. The locations calls were being routed to a call center, which indicated that I would need to contact the local store to have my goods shipped. I continued making calls with the same results until mid November when, in desperation, I went to a local San Francisco UHaul store for assistance. They contacted the UBox department for me, and at that time I was told that I would need to complete a gypsy moth certification, which I would need to obtain from the origin store. The San Francisco UHaul location helped me get in contact with the local store, and I was told by [redacted] at the Seattle (origin) store that I would need to call back when the manager was available as he was unable to assist. I continued trying to reach the origin store to obtain the correct paperwork, calling almost daily and also attempting to contact the regional manager, who did not return any of my calls. The Ubox department said that they would schedule the shipment for November 29th, and they did bill me on that date.

After many more attempts to reach the Seattle store, I went back to the local San Francisco store on 11/30. once again no response from origin store for the form. The San Francisco l store called the origin store on 12/7 but was once again told to call back next week. On Dec 10th [redacted] called back. . I had a difficult time getting the gyspy moth form to be emailed to him, but was finally sent and returned that same day. [redacted] indicated that the reason for the delay was that she had been on medical leave, which is unfortunate, but the cost of that should not be pushed to the customer in my opinion. I attempted to follow up by phone and email to [redacted] on the 11,12,and 13 of Dec, then on the 14th went back to the San Francisco store and got the contact information for the regional manager. Cust left message with Regional Manager [redacted] on Dec 14 and got no response. On 12/17 I spoke with [redacted], [redacted] assistant and wife, and was told that [redacted] was in a meeting but [redacted] would call him on 12/18 , no call back from [redacted] on 18th and 19th,. I called [redacted] on 18th 19th and was sent back to the call center. The call center sent [redacted] an IM on both days with no response. I once again called [redacted] on 12/19 and was told he that [redacted] wouldn't be back until 12/23. I called the call center back and Ray Jackson took a formal complaint, a process that I had asked UHaul about many times but was informed that there was no complaint process. On 12/19 I was finally able to reach [redacted], who informed me that the box had been shipped on 12/16.

I had inquired of Ray Jackson and [redacted] of the process for requesting a refund due to the shipping delays. [redacted] informed me that [redacted] would call me back to discuss, but never did. On December 24th, [redacted] contacted me and scolded me for filing a complaint. I requested a three month refund of storage fees, she agreed to a two month refund. [redacted] stated on December 24th that she would call me back in a few minutes to let me know the refund had processed. She did not, and on December 26th I attempted to contact her store and was forwarded to the call center, who transferred me to [redacted]'s cell phone. [redacted] let me know that she had processed a refund for two months of storage on 12/24, and would email me the receipt on 12/27. When I did not receive the receipt on 12/27, I emailed [redacted] requesting the receipt and received no response. I contacted the call center later that day and was told that [redacted] had noted the account that she had agreed to only 1 month refund, and that as of 12/27 had not processed the payment yet.

Uhaul's final resolution (after many more calls) is that they feel that only 1 month refund is justified. I disagree, but UHaul has indicated that they have no escalation process beyond [redacted]'s manager and will take no further action.Desired Settlement: Refund of additional 1 month storage fee.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. She informed our office that refunds in the amount of $135.23 and $64.60 were issued to Mr. [redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

I was very surprised when I had rented a U-Haul Truck and found that not only did I have to pay $19.95 for the Truck, but I had to bring it back re-fueled to where it was AND pay $.99 cents per mile.

This seems like I paid 2 times for the gas that I used !!!!

It does not seem right.

Please advise.

Review: My girlfriend and I rented a 6' X 12' cargo trailer from uhaul through their rental website (The contract was in my name.) We had scheduled the trailer to be picked up on June 21st at 8am near the storage unit we had some belongings in. When we arrived at the pick-up location (v[redacted] we were informed that they did not have any trailers available. The store operator called UHaul and provided another location to go to. We called customer service and was told that a $50 availability credit would be awarded for our inconvenience. At the 2nd location on [redacted], we were able to pick up the trailer but was also informed that the $50 would have to come from the 1st location. The store operator explained that a complaint could be filed to get the money, which she promptly completed for us.

After reviewing the trailer’s damage, we loaded up and left to [redacted] (11am). Roughly 10-15 miles outside of [redacted] (approx. 1pm), the back driver’s side tire blew out. We pulled off the highway on the side of an access road next to a field. We called UHaul’s roadside assistance. They explained that they would be back in touch in 30 minutes with a tire company to come help. After 30 minutes we received a phone call explaining that the tire company would come from [redacted] and arrive in an hour and a half. The tire guy came at 3:00 and explained that the break was locked which had caused the tire to drag and eventually blow out. He replaced the tire but was unable to help further. We called roadside assistance again and we were told that they needed to contact a mechanic and would call us back. After several phone calls back and forth with us and roadside assistance, a tow truck was called and expected to arrive within 45 min. It took the tow truck over 1 hour and 30 minutes to finally show up (6pm). Once the trailer was loaded, he took the trailer to our destination.

We filed a complaint about us sitting in 100+ degree weather on the side of the road with nothing nearby for roughly 5 hours. They explained that the complaint would be added to our existing complaint and we would be called within 72 hours. On June 27 I received a phone call saying that a check for $50 was in the mail. My girlfriend called to follow up on the remainder of the complaint and was told that it was resolved and closed. When she tried to explain the two parts to the complaint and was asking about clarification, the customer service representative hung up on her. She immediately called back asking for a supervisor and was told that they would reopen the case and to expect a phone call within 48 hours. On June 30, we called again as we had not heard from UHaul. They explained that it would be sent for review again and we should expect a call within 72 hours.

While the availability fee of $50 has been resolved, we have been unable to reach customer service to discuss the extreme wait (5hrs) on the side of the road on June 21.Desired Settlement: I would like to get a refund of the payment we made on the trailer, as uhual has failed to provide us with reasonable service.

Business

Response:

July 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and addressed his concerns. She advised him of a refund for ½ of the rental as an adjustment in addition to the $50 Reservation Guarantee Fee that was previously refunded.

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 had a reservation for a truck for 24 hours and when we picked the truck up, we were notified that we had to return the truck 5 hours earlier than agreed. These last 5 hours were critical to our plans that we had for over a month! When we talked to the location, they told us that the time frame on the truck was based availability, which contradicts what is advertised on the reservation we made. This all happened without them notifying us until the moment we picked it up. I explained my situation to the store manager who told me there was nothing he could do and the rental time frame will change based on their availability. I told him I would call corporate. I then called corporate and was told the same thing. When I complained that we were never notified, he said "You were notified...when you picked it up." I said you think this is acceptable business? He said I'm not going to discuss this with you and you can leave a review on our website.

I do not understand how you can advertise the rental is for 24 hours, and make a customer PAY for 24 hours, and not give it to them!? And on top of that, they seemed to find it acceptable that the only notification of this time change was at the time of pick up!! This is completely unacceptable and extremely inconvenient to the customer. I have never in my life filed a complaint against a business, but I want to make sure they are not scamming others as well!Desired Settlement: They need to change their policy and hold true to what the customer is paying for! If any changes are made to what was agreed upon, the customer needs to be notified immediately! I would also like a refund of the 5 hours that I was not able to use the truck.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:[redacted], I have read your concern. I see that you had made the online reservation for 10 hours. You rented the truck for 19 hours. We honored the timeframe that you had requested in your internet reservation. Rentals are not based on 24 hours they are based on rental period,thus no compensation is due. [redacted] Executive Assistant U-Haul of [redacted]'Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: U haul has two uboxes in storage for me. One of the boxes was lost Nine days ago. I recently filed a claim for lost box. Since then Uhaul has been Ignoring my calls and emails. My life has been on hold because they have all our belongings. I just want someone to keep me updated on my staus of loss. Simple as that. Thank you.Desired Settlement: Contact

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], the manager for [redacted], followed up on the information Mr. [redacted] provided. He assured our office everything is being done to locate Mr. [redacted]’s missing U-Box in order to return his personal belongings. Mr. [redacted] was contacted on May 7th and his situation continues to be updated on the search.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted], Executive Assistant, U-Haul International,It is fortunate that you were able to get in contact with Mr. [redacted], the manager for [redacted], because he has refused to respond to several weeks of my phone calls and heart felt voicemails pleading him to contact me regarding this matter. In fact, the agent assigned to my case by [redacted] Insurance, Ms. [redacted], as well as Mr. [redacted], were on vacation for well over a week after being assigned our case. Uhaul lost our belongings on April 24th. The claim was filed by the general manager of the Uhaul location, admitting the Ubox was unable to be found, on the following day, April 25th. Ms. [redacted] did not call me for a statement until May 10th! That is more than 2 weeks after the claim was filed! During that 15 days nothing was being done about locating my Ubox and all of [redacted] ignored our phone calls. It has now been over 24 days since Uhaul lost our things.How long can we expect Mr. [redacted] to continue to "locate" the missing Ubox. Uhaul has had a month to find it! We trusted Uhaul because it is a big company. They offered the service of storage. We put our life's belongings in storage. When we came back for them, they were gone! Uhaul has now been looking for our things for a month. Is it reasonable to continue to let my son sleep on the foor because you lost his bed and can't find it? My family has the clothes on our back and that is all we have had since April 24th, thanks to Uhaul.Also, I think a serious investigation needs to be done into Uhaul's corporate oversight of their franchise locations. Even though a Uhaul location lost my Ubox, no one from Uhaul's corporate offices seems to care. I have spent countless hours on the phone getting transfered back and forth to different departments within the Uhaul machine, all saying they cannot help. I have tried to file complaints with the corporate superviser of the specific Uhaul location, however I can not find out who directly oversees them despite extensive searching and calling dozens of numbers. As you can imagine, if you tried to put yourself in the position of losing everything you have worked for, and then being given the run around by the people who lost it, we are exhausted and frustrated by our experience with Uhaul. We will never use Uhaul again and we will spread word through family, friends, and social media that if you use Uhaul, you risk them losing your possessions and you will never see them again. Uhaul does not care about their customers, as anyone who will hear this story will be able to plainly see.I have given Uhaul time to find the Ubox. If it cannot be found, then we need to be made whole for this traumatic loss you have endured on my family. Regards,

Business

Response:

May 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], the manager for [redacted], reviewed the information Mr. [redacted] provided. He assured our office that the U-Haul Company of CO is still working to locate Mr. [redacted]’s missing U-Box, as we would prefer to get his property back to him.

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.

How long should we expect the Uhaul Location to "look" for our Ubox? We have tried to be patient with Uhaul while they engage in this "search" and it has not produced any results in a month! How much time is reasonable to continue this search? We have nothing. Imagine your children having nothing. [redacted], you seem to have very little concern or empathy for our situation. Please forward this case to someone who cares about this hardship we are enduring and will help us to resolve it. You seem to be displaying the same, "we don't care if Uhaul lost your stuff or how long you have to wait for Uhaul to find it" attitude that all of Uhual has treated us with this entire process.Please, there has to be at least one person at Uhaul that can put themselves in our position and at least apologize for this situation. Please pass this case on to someone who will do more than offer the same response I have gotten twice from you. I really hope the Revdex.com also looks into the incredibly negligent customer service in this case.Regards,

Review: We rented a truck from Uhaul to move our belongings from our apartment to our new house. The truck was in horrendous condition we called in and talked to the manager who said that it was OUR fault that the truck was in bad condition even though we had a CDL licensed driver and he has driven semi's to this day. On the way back to drop off the vehicle we even had another CDL driver drive it who said that the truck was in bad condition. The manager yelled at us about how he didn't have to do anything and that it's not his fault the truck is in poor condition told us to go through UHAUL to get reimbursed for anything and he has no superiors so don't yell back at him and he doesn't need to listen to us. This was a major issue because the problems with the truck include but are not limited to bad brakes, leaking back (water leaked all over our belongings), shocks that were worn, could not get up to speed/had extreme hard times on hills even when EMPTY, etc. We did call into the corporate office a few times and they only said they can do something after we return the truck and they would not help us until then. This is absolutely ridiculous because the people who were driving did not feel safe in that truck and we expressed that to them. We did try to go through the claim option but we have not heard anything from that route either. Uhaul needs to inspect this Uhaul business in Schenectady, NY on Hamburg street because this is not the first time we have had issues there and if this is how UHAUL businesses are going to run then I will never go through UHAUL again.Desired Settlement: Replacement/reimbursement of the following items: *I will not be handing over my HDD or anything with personal information due to the fact that I am a CET major and know what can be done with them and how they can be treated I have personally taken care of them and destroyed them as I saw fit to make sure that no information was captured from them*

- Laptop that I have now had to replace seeing as I am a college student and mine was destroyed

- WDD External HDD that was destroyed due to water damage from truck

- Cookbooks that were destroyed

- Cost of new death certificate for my father

Things I can not get replaced but were destroyed:

- Wife's grandmothers hand written cookbook

- My father's original death certificate

Business

Response:

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

[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], I have received the forward of the information you had provided regarding your September rental with U-Haul, and would like to sincerely apologize for the inconveniences that you had encountered. While I cannot undo what has happened, I can assure you that the truck that you had rented did in fact get to our shop shortly after your rental for necessary repairs. Being in business for 66 years now, we surely take the repairs of our equipment seriously, and strive to ensure that every family using our equipment is provided with something that is clean, safe, and expertly maintained. Sadly, as with everything in life, things happen that just don't go along with the plans. I have located the claim that was started regarding the damage to your belongings. Please contact [redacted] at ###-###-####, or email at [redacted].com , referencing your claim number of [redacted]. I have been in contact with him, and he is expecting to hear from you to work on the claim. Realizing that we fell short in the equipment we had provided you, I have issued a credit to your Master Card for the rental amount of $137.36. I do again apologize for the inconveniences, and appreciate the opportunity to address your concerns. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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 truck from this location last Friday, July 12, 2013. I went in and did the paperwork, then picked up the truck later. I had it scheduled for six hours, but returned it in about 2 1/2 hrs. I paid 29.95 for the truck, 14.00 for insurance, and 1.29/mi. driven. I was billed 91.71 for this. We put 20mi. on this vehicle. The gas gauge was on 3/8 full when we picked it up, and we put in 2 1/2 gallons of gas when we were finished which put the needle back to the 3/8 mark. I called the location when I received my final bill and asked them why it was so high. I was charged 23.oo for a "fuel fee" for not putting in gas. We DID put gas in it. I was telling a friend, and they said this exact location did the same thing to them. First of all, who rents a vehicle that is not full? This seems to be what they do to make more money. I want my 23.00 refunded. This is terrible. Regards, [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my 23.00 refunded as we did put gas in this vehicle when we were finished.

Business

Response:

July 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $23 back to Ms. [redacted]’s [redacted] account. 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

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 14 foot U-Haul truck on June 28th from a facility in Altoona, PA. I was not suspicious that the truck was spray-painted white to cover the U-Haul logo. On the morning of June 29th, I (along with 3 friends) packed the truck in about 30 minutes and headed to my destination approximately 2 hours away. I had a passenger with me and my 2 remaining friends drove behind the U-Haul. Approximately 8 miles from my destination right after I entered onto Interstate 81-N, we heard a loud noise. Initially we thought it was a large semi-truck slamming on brakes, but realized there were no trucks around. My friends in the trailing care stated that they saw what looked like rocks come up from underneath the U-Haul. I decided to pull over and make sure that we did not have a flat. We looked around the truck and saw nothing other than the rear tire was wet. When we got back in the truck to take off, it would not move. I put it in another gear and would not move in that gear either. When I shifted back into “Park” there was a grinding noise. I decided to call U-Haul Roadside Assistance.

I spoke to an [redacted], a U-Haul Roadside Assistance Rep (?) at 12:06 pm. who stated that she would contact a service tech and send them our way; however she needed our coordinates. She sent me a text to gather our gps coordinates; however it would not work on my phone since I was on the phone. Instead I asked if she could send the gps locator text to someone else in the car with me. She did and after a total time of 19 mins and 23 secs (per phone records), she had my destination. Once she had that she stated she would contact a local service tech and would call me back. At 12:34 pm the service tech called to get my exact location even though we had already given them to the U-Haul rep. He stated that it would be about an hour before he would be able to make it to our location. I stated that we would drive our friend’s car to my destination which was about 10 minutes away and ask that he call before he leaves and we would meet him there. He agreed with that and we disconnected the call. We did not want to leave the truck abandoned with furniture, so we decided to go buy a padlock, return, and then proceed to my final destination to await the call.

At 2:05 pm, [redacted] called back and stated that the service tech would be at the location “any minute”. I told her that he was supposed to call us so we could leave the house. We left immediately and arrived at approximately 2:20 pm. At 2:18 pm, the service tech called and asked again what exit we were near as he was coming from the Middlesex/Carlisle Pike exit. I told him that we were right up from that exit going north. He stated that he would be on his way “soon”. At 2:57 pm, the service tech still had not arrived so I called back to see where he was. The lady I spoke with said that she would contact him to find out and call me back. I heard nothing. At 3:10 pm, [redacted] called back to find out the status right as the service techs arrived. I asked that she call back in about 15 minutes once I spoke with them as they had just arrived.

After evaluating the truck, the techs determined that bolts that held the axle onto the rear driver’s side had worked their way out. Currently there were no bolts holding the axle on. They worked on the truck by taking 2 of the 10 bolts out of the passenger side and transferred them to the driver’s side. I asked if we could just tow the truck to the final destination so we could unload it and he stated they could not—that they would be able to temporarily fix it. The bolts were what flew out and hit the underside of my friends car. The techs told me that it appeared that the truck had been worked on prior (in the same area) as the paint had been scraped off of the bolts. Once the repair was done, I asked the tech if it was safer to drive it through the city versus the interstate. He stated that it would be better to make as few stops as possible. Get it to my destination and not drive it if possible because starting and stopping will work out the 2 bolts they transferred. Hesitantly I drove the truck to the final destination arriving at approximately 4:15 pm.

At 4:23 pm, I called back and spoke with [redacted] at Roadside Assistance and gave her a status update to give to [redacted]. She gave me a reference number of [redacted]. I also told [redacted] that I do not feel safe delivering the truck back to its final destination as I was told by the techs that it was unsafe to continue driving. I asked that someone pick-up the truck. I also asked the steps that I need to take to speak to someone about the events and request some type of retribution. She stated that she would make a note and someone will call me back probably on Monday. I gave her my cell number and stated that after 5 pm is preferred.

At 6:19 pm, a wrecker showed up to transport the U-Haul; however, he was told that the front tire had come off so he was unsure if he would be able to transport the truck. After some time, he was able to get the truck hoisted and taken away.

On July 2, 2013, I called Roadside Assistance to speak to someone about the steps to take to request a refund. The individual I spoke to said that they would make note (again) and have a manager contact me within 24 hours. I ensured that they had my mobile number as primary, as well as, my home number. I heard from no one.

On July 8, 2013, I called and spoke to a [redacted] and restated my situation and that I was waiting on a call. She said that her notes showed that someone attempted to call me on July 4, 2013. I told her that I had no record of that call, no voicemail was left, and that I had my phone with me the entire day. As well I had given them an alternate home number and there was no message left. She confirmed the numbers with me, but the alternate number was not mine. She advised that normally it takes 5 business days to return phone calls of this nature. I asked why did someone tell me 24 hours, and counting today would be past 5 business days. She made note and stated that she would have someone return my within 24 hours. She confirmed that after 5 pm would be an appropriate time to call. I told her that I would avail myself no matter what time it is as I would like this finalized.

July 12, 2013: as of this date, I have not heard from anyone. I called and spoke to a Chris and advised him again of my situation. He stated (as [redacted] had) it takes 5 business days to return calls. I pointed out that it is well beyond 5 days, and would like resolution of this matter. He stated that he would transfer me to [redacted], the Marketing Manager, for that area. He also gave me his number just in case we were disconnected. He transferred me to the main U-Haul reservation line. I tried calling back using the number he provided and got the main line number (877-873-8666). I stayed on hold for approximately 15 minutes before deciding to contact my credit card company to dispute the charge.

As of July 14, 2013, I have not heard from anyone at U-Haul.Desired Settlement: U-Haul has not made an attempt to even discuss this with me for a resolution; therefore, I would like a refund of $185.44 since this caused a huge delay in my move and possible injury to my friends and I because of the damaged truck.

Business

Response:

July 18, 2013

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

[redacted] the Executive Assistant in our Harrisburg Regional Office spoke to Mr. [redacted] on July 16th. Mr. [redacted] is being refunded the cost of the rental because of the problems he experienced. The credit for $185.44 will appear on Mr. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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,