J.R.J. Tara Corporation

Review: On Tuesday, December 3rd, we had a hitch installed and it is guaranteed for life. The next day, we went back and picked up the trailer and loaded it up and drove 758 miles. We made it. As we were driving to return it to U-Haul, the hitch fell off of the bumper and it was only hanging by one screw. We sat on the side of the road for almost 4 hours and then another 2 hours at the Uhaul here in PA. The man tried to fix what the guy in Bridgeton, MO didn't do correctly. I don't know all of the technical terms or mechanical aspects. I do know we drove through sleet and snow and were almost killed. If that would have fallen off going 65 miles/hr...

Now they are telling us we have to drive back to [redacted] to get one piece. The people here in PA have been so nice that they have literally almost fixed everything even though it was not their franchise that messed up. Now they are refusing any sort of compensation and are refusing to make good on the part so we spent $285 for a worthless hitch that fell off in front of a law school and the police were not happy about that because we were parked on a crosswalk.Desired Settlement: We need them to send the other part to PA at their cost. We want them to pay the people here in PA what they are owed. We do not want to make a payment to be reimbursed. We feel that we are owed some compensation for all of the wait time and worthless roadside assistance.

Business

Response:

December 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] the Executive Assistant in our [redacted] Regional Office advised us Ms. [redacted] was contacted yesterday morning by [redacted]. Mr. [redacted] informed Ms. [redacted] the hitch problem will be fixed by the Carlisle, PA Center and paid for by the Hazelwood, MO Center.

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 December 31 2012 I rented a 10'x10' storage unit from the Confederation Street U-Haul in Sarnia. Upon opening the door of the unit I got the immediate feeling that it was small. I measured the dimensions and found the unit to be 8'5" x 9'2". I brought this to attention of the gentleman working. He came with me out to the yard and we measured 3 more units with the same results. He found a 10' x 15' unit that I could move my items into. I measured it and it measured 9'2" x 13'6". With no other options at the time I moved my property into the unit. The gentleman tried to edit the pricing so I would only be paying for an advertised 10 by 10 unit but was unable. He suggested I come back in the next day to speak with his manager.I returned the next day to speak with the manager. She let me know that she was unable to change the pricing and she was sending my concern to 'corporate'. I had already paid the monthly fee for a 10 by 10 unit but since my property was in an advertised 10 by 15 unit they were expecting me to pay for that size. I let them know that as soon as they could provide me with an acutal 10 by 15 unit I would pay for it but I would not pay a 10 by 15 price to have my stuff in a 9'2" x 13'6" unit.I have since followed up with the Confederation Street location manager and as of January 11 2013 there has still been no action taken. The location did deny me access to my unit due to the fact my file shows that my rent is not fully paid. After talking to the manager she let me into my unit and assured me that as soon as she heard back from corporate she would be on the phone to me.Desired Settlement: DesiredSettlementID: Other (requires explanation)

My expectation for a settlement is simple. Since my property is already in the unit I would like the monthly rate reduced to reflect the actual size of the unit. It isn't right that U-Haul is charging people for a space that is considerably smaller that advertised.

Business

Response:

January 16, 2013

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

Ms. Melanie Mikel, our GM of our U-Haul Moving and Storage at Confederation St., followed up on the information Mr. [redacted]n provided. She informed our office she left a message for Mr. [redacted]n requesting a call back. She explained, at this point, Mr. [redacted]n has only paid the cost of the 10x10 unit. There was an outstanding balance for the larger unit, but it has since been waived. Ms. Mikel also relayed that Mr. [redacted]n stated he would be moving out of the unit by the end of this month so there would be no additional fees for the larger unit and Mr. [redacted]n can have access to his unit.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I find it very important to point out that even though my issue was resovled in a manner that was acceptable to me, the larger issue of U-Haul advertising storage units that are smaller than stated still needs to be resolved. If steps are going to be taken in order to correct this problem I would like to be kept up to date.

Regards,

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 am moving from [redacted], [redacted] to [redacted], [redacted] to start an internship. I am required to be at my internship on Tuesday, June 11th and have therefore booked my flight to leave on the 8th and closed out with my landlord. I reserved a UBox moving storage container from UHaul to ship my belongings across the country. The reservation was made on May 5th, 2013 by my girlfriend, who will be moving with me, and we received confirmation of our box reservation for Friday June 7th, 2013.

On Monday June 3rd, 2013 I called [redacted], who is responsible for the UBox coordination in [redacted]. She informed me that UHaul did not have enough boxes to fill their needs and that we may not have a box delivered to us that coming Friday. In the following days, both me and my girlfriend made several calls to UHaul at the local, regional and corporate levels. Not a single person who said they would call us back with more information ever did. Different people had different information as to whether or not there was a box for us in [redacted]. Finally, we got a hold of someone in corporate who confirmed that there indeed was not a box to be delivered to us on Friday. My girlfriend, myself and the man from corporate made numerous calls to the local UHaul manager and UBox coordinator. None of these calls were answered or returned.

Due to the time crunch with moving our apartment across the country, we had to make a reservation with another moving company, [redacted], a decision the associate from UHaul corporate encouraged us to do. The reason we went with UHaul was because they had the best prices for the services (apparently) offered. [redacted] is costing us $1000 more than if UHaul would have fulfilled its obligation.Desired Settlement: Mainly, I would like to draw attention to the fact that UHaul us not honoring its agreements. I have a friend who had the same situation as myself this same week with her move from [redacted] to [redacted]. She had her house packed, utilities turned off and moving men ready to load. No UBox was delivered to her either and she was not notified of this.

If it is possible for UHaul to reimburse us for the extra $1000 we are spending due to their inability to fulfill their agreement it would be a big help. I have just finished school and even though I have an internship, I have high student loans and no job security. The only reason we are paying the extra $1000 is because this situation has come to light so last minute and we, literally, have to other option.

Thank you

Business

Response:

June 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted by our GM of our U-Haul Moving and Storage of [redacted] and requested Mr. [redacted] forward his moving bill. Reimbursement will be issued for the difference in fees once the bill is received.

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

Business

Response:

September 10, 2013

Revdex.com ID#: 9689778, [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Coastal SC, reviewed the information Mr. [redacted] provided. Please refer to our original response to your ID# [redacted] for Mr. [redacted]. Mr. [redacted] recently informed our office he spoke with Mr. [redacted] and Mr. [redacted] had emailed his invoice to our U-Haul Center but our GM did not respond. Mr. [redacted] requested Mr. [redacted] email another copy to both our GM again and himself. Mr. [redacted] will have our GM contact Mr. [redacted] when the invoice is received.

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: 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: 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: 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: I called U-Haul to make a reservation to have a hitch installed on my truck. I called the location in Jersey City and the call was rerouted to the company's 800 call center. The person I spoke with said he checked several locations and found a location in Elizabeth that had an installer on site to do the job on Saturday at 1:30pm. Once I secured the time with a $50 down-payment the order was rerouted to the Elizabeth location. In less than 10 minutes after I disconnected my call with the person from the call center, a person from the Elizabeth location called to inform me that she was at the location alone and that they were unable to install the hitch. I then told her to cancel the transaction. She claimed that she did however my card has been charged $50. There is no way that they were no able to cancel the charge and now they are telling me that it would take 3-5 business days to refund the charge. I would like my money back immediately and a blemish on their business because.Desired Settlement: I would like my money back immediately and a blemish on their record for bad business practice.

Business

Response:

December 20, 2012

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

Our records indicate the credit for $50.00 was processed the same day as the charge was processed back to [redacted]'s Visa account on December 15th from our U-Haul Moving and Storage of Elizabeth, NJ.

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

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 9340256, 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,

The credit of $50 was received on Wednesday, December 19th and not Saturday December 15th. The matter has been resolved in regards to the refund, but I believe this business deserves a blemish on their record because the service was not rendered and the cancellation was requested less than 10 minutes after the order was processed. The cancellation was done because the company was unable to deliver the service as they indicated over the phone.

Review: On Aug 21st 2013, we contacted U-Haul to make a reservation. Our intention was to rent a pickup capable of pulling a trailer. We specifically mentioned that we needed to pull a 4600lbs camping trailer. The representative confirmed that there were no issues with this request, that the vehicle would no problem haul this type of trailer. On Aug/26 we called again to confirm the vehicle was capable of hauling a camping trailer, and was equipped with the appropriate 2 5/16" ball and a 7 contact electrical hook-up. The U-Haul representative confirmed the hauling capability and the 2 5/16" tow hitch but indicated the electrical was a "4-pin Flat". We purchased an adaptor and made our way to the store on Aug/28th (the day of our reservation). Once at the counter, the attendant denied the hauling capabilities of the tow vehicle, and added that he did not supply or have the capability of renting us the 2 5?16" tow hitch we required for our haul.Desired Settlement: The representative we spoke to at the store indicated to us that this happens all the time. We want U-Haul to stop the mis-representation

Business

Response:

September 5, 2013

Revdex.com ID$: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Western Quebec, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering him a VIP Certificate for $40 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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.

As I stated in my original complaint, I am not seeking monetary compensation, I am seeking resolution so this does not happen to others in the future. The company does not offer any concrete action plan to correct the situation with their call center. Instead they offer monetary compensation in the form of a redeemable voucher that expires in 24 months. If money is the only concrete action this company is capable of, then they should try to better understand what was lost that day. U-Haul needs to consider this:

I lost a full day of salary to rent a tow vehicle to pull my RV from one city to another;

I had to travel to the rental center in rush hour traffic to get refused the rental I was promised over the phone by a call center attendant who promised the vehicle was OK for this job; (twice)

I had to cancel all the scheduled appointments made for the vehicle's mechanical inspection and certification;

I had to find another rental agency that would rent me an appropriate vehicle for this purpose, but could not find anything for this particular day;

I had to re-schedule all the appointments and coordinate everything so I was able to have the vehicle inspected, repaired and then certified in one day, but in a different week;

and finally I had to loose another day's pay to complete the above tasks.

So when U-Haul offers a $40 voucher that expires in 24 months, they'll either need to sharpen their pencils or at the very least look at the call center procedures and correct them. For this reason I refuse U-Haul's offer.

PS. To the U-Haul corporation, you should be proud of your rental location staff for keeping their composure during this whole situation

Regards,

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 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: 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 have an unsubstantiated charge on my [redacted] card for $148.75 which I have been trying for two weeks to get some resolution to but have had no success with the company responding to my calls. This is the second unsubstantiated charge that was posted to this [redacted] card by this company; the first was for $126.95 which the company removed ONLY after I called to dispute the charge. Now this second charge for $148.75 has been posted and I cannot get the company to respond with what the charge is for. I had service with this company for a truck rental for which I paid using a separate [redacted]s card for $116.51 on 10/10/13; that is the only charge I authorized. I would like to file a complaint against this company for issuing unauthorized charges to my credit card. I have filed a dispute with my credit card company as well.

Product_Or_Service: Truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the unauthorized charge of $148.75 removed from my Visa.

Business

Response:

October 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She informed our office that Ms. [redacted]was on auto-pay for two U-Boxes that were moved out of on the day auto-pay hit, therefore it was a timing issue. The charge for $148.75 was refunded back to her credit card and a detailed message was left for Mr. [redacted]advising her of 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

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,

I would like to add that this is the second unsubstantiated charge that I had to resolve with this company and if I had not been diligent about pursuing them, nothing would have been done. I think the practice of posting charges that are not incurred by the customer is unethical. And the follow through with the customer is terrible.

I'm a current u-haul customer and have rented the same storage locker for over three years. paying to u-haul in that period roughly $1800.00 I lost the key to my lock and was shocked to find that U-hauls policy in these instances is "oh well" Absolutely no help from them. The charge for a locksmith is about $100 to have one come out and grind it off. My specific complaint to u-haul and the reason I think this issue is worthy of a class action lawsuit is that u-haul forces you to buy the lock from them when you rent the locker. Why force me to purchase your product and then not offer the slightest assistance if a customer has problems. I'm retired and cannot afford a locksmith. As a result I'm unable to access my locker, even though I'm paying rent each month. 14 months and counting as of this writing.

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 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: On March 29, 2013 I rented a 10ft truck from [redacted] ([redacted]) at [redacted] ([redacted]) [redacted] - a local Uhaul renter center. The agreement was made over the internet and I had concerns with the rental I was making. The picture on the rental agreement showed a ramp was included and I asked the store clerk, [redacted] (agent id [redacted]) to verify if it had a ramp. I asked twice to confirm and he assured me it did. I proceeded to the location of the move and to my dissatisfaction I found the truck had no ramp. I immediately called him at his office and there was no answer and I left a message. I returned promptly to the store location and even refilled the gas ($10) that I used. I met [redacted] in the parking lot as he was closing the store for the night and explained the situation and he apologized and admitted to making the mistake in front of my fiancee as a witness. He then said his computers were down already and to call customer service for the refund. I called immediately and was told the area manager [redacted] would call back. Two days later I checked the status and found [redacted] closed the ticket and said "no refund", he never called me back and I called again. I spoke to over 30 reps in the last 10 days, customer service, the store involved and even corporate. All I am getting is the "run-a-round" and customer service and the local stores keep saying Joe will call back and he has not. I keep getting transfered to other areas in Uhaul when I call - the reps are very unprofessional and just drop the calls wherever they want to the wrong departments to avoid dealing with me. I even called legal and they said to hold on a second and transferred me to the business accounts department - which I am not a member of! The customer service is appalling and I am filing a dispute with the [redacted] general next if this is not resolved in the next 48 hours.Desired Settlement: I want the $47.91 + $10 gas (total $57.91) refunded to me immediately. If not done within the next 48-72 hours I am filing a complaint to the [redacted].

Business

Response:

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 that our Area Field Manager addressed Mr. [redacted]’s concerns and issued him a refund for the base truck rental fee in the amount of $19.95. The refund was issued back to his [redacted] 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,[redacted]Executive AssistantU-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 do not accept the $19.95. After not hearing from [redacted] the area manage for 10+ days and me wasting time calling customer service over 27 times, and the site admitting he made a mistake ([redacted] Case) I want the full refund for the rental. I was unable to move my equipment. The rudeness and lack of professionalism that I have experienced and not to mention I was unable to use the truck at all, warrants a full refund. Anything less and I will file with the [redacted] and [redacted]Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted] made his reservation on-line. He requested the truck for a 2 hour rental. The dimensions for the truck are listed on-line as follows:Inside dimensions: 9'11" x 6'4" x6'2" (LxWxH)Deck height: 2'5"Door opening: 5'11" x 5'7" (WxH)Loading ramp: NoneMs. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. Mr. [redacted] did have the truck for the 2 hours and put 27 miles on the truck. She relayed that the refund for the $19.95 base rental fee was issued in the interest of customer good faith. Mr. [redacted] is responsible for the miles and fuel used, therefore, no further refund will be issued.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

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 paid for the refuel of the truck ($10) and yes of course it had mileage since I got to the move site which is when I had to turn around and come back, however I called the site 3 times with no response and waited for his return call. This was also during rush hour which lead to heavy traffic from the move site to the rental location. The move was not completed and once again I want my full refund or I will see Uhaul in court and will contact the [redacted] in both states. This is my final response. Either Uhaul refunds me in full or I will take the next steps and actions.Regards,[redacted]

Review: I reserved a U-Haul on there website, which is confusing , live help also confusing an not very helpful. The corporate corporate that was called, informed my that all cargo vans/ pick-ups must be used on credit card not debit card, but the local store can decide to make there own rules. Which is not stated on the website at all nor and advertisements. The is misleading an very confusing for consumers. I spoke with a supervisor who also stated this statement to me,then tried to offer a 10 ft moving van due back by 2pm Sunday instead of the 24 hour reservation I placed and talked to the live U-Haul rep [redacted] Which is not what I need nor requested.Desired Settlement: List all facts stated to me over the phone or deactivate the website an business!

Business

Response:

November 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] whose name actually appears on the U-Haul rental contract.

[redacted] our Executive Assistant for our [redacted]egional office, followed up on the information Ms. Calci provided. He informed our office he has corresponded with them by email. His most recent email is the following:

[redacted], the manager did tell me that you were charged the $29.95 vs the $19.95, and the mileage. We will take care of that. Please confirm your mailing address , I will send a check of $50.00 for what we term a guaranteed reservation refund. Please keep the $25.00 VIP coupon in addition. Sincerely [redacted] EA U-Haul of ** ###-###-#### PS- if you check your cell log and send me the U-Haul numbers you called I can detail further for management purposes.

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 storage unit at the location: [redacted] on 8/26/13. When inquiring about pricing, I told the employee that the storage unit would only be needed until 9/1/13. One of the conditions in choosing this location was that I would not be charged for the whole month of September; as I knew in advance the unit would be empty as of 9/1/13. I was told that they would pro-rate the remaining days and the total of $180 would not be charged for September. When I came to empty the storage unit 9/1/13, I was told by [redacted] that they don't pro-rate and I would be responsible to pay for the whole month of September. [redacted] also stated that the employee whom I originally spoke to was [redacted] and he was no longer working there. I then spoke to the manager on site as well with no resolution and was charged for the month of September in full. I paid the total of $180 and emptied the unit that day 9/1/13.Desired Settlement: I would like U-Haul to honor their original agreement with me and pro-rate for the month of September, as I was told by their employee at the time of purchase. I don't think it's right that a place of business should lie about the rates to swindle customers into using their services. Their staff should be trained and their rates should be relayed correctly to the customer. I would not have used this location had they been honest, as I specifically inquired about this issue in advance.

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 4[redacted]

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

[redacted], our Executive Assistant for our Northeastern PA regional office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] offering his apology for the misinformation our CSR provided and explained our company policy. He also advised him of a refund for $137.35 that he issued back to Mr. [redacted]’s credit card, which should post on his next credit card statement. Mr. Dowd provided his telephone number in case Mr. [redacted] had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,