J.R.J. Tara Corporation

Review: My boyfriend and I are moving across the country and decided to use a Uhaul Ubox to ship our things. Originally, we had scheduled it to be picked up from our home on May 19th 2013. However, we had finished packing it by May 13th. We called and asked to have it picked up the following day, but the Uhaul store was already booked, and since they don't do pick-ups on Wednesdays we scheduled it for Thursday, May 16th. Around 5 o'clock on our scheduled pickup day the Ubox had not been picked up. My boyfriend called to double check that they were still coming to get it and [redacted] told us that we were on the schedule and they should be coming to get it. He also said that the Ubox would be at our new residence by May 28th, two days before our move in date, which was great. At 7 pm later that same night, I call Uhaul again as our Ubox has still not been picked up and was routed to the customer service center. [redacted] tells me the store is closed and to call [redacted] and [redacted] at the district headquarters the next morning. The next morning I call the [redacted] Uhaul to ask what is going on with our pickup and [redacted] tells me that their truck broke so they weren't able to come get it and that the truck may not be fixed until the morning of the 18th. I then call [redacted] and [redacted] (his assistant). [redacted] was not in so [redacted] could only pull up the contract and inquire about it with the store, as well as CC it to [redacted]. I also contacted [redacted] in the Ubox department who told me that our Ubox will be picked up by Saturday morning at the latest and that we can expedite our shipping by getting billed now so that the box is ready to be sent out as soon as they pick it up. We agreed to that because we wanted to be sure that our things arrived in time for move-in on May 30th. They came to get the Ubox as expected on the 18th. However, we got an e-mail on the 21st saying that our box had just been shipped as of 6:45 PM and that the arrival date was June 1st, after our move-in date.Desired Settlement: I was entirely unsatisfied with the customer service at this Uhaul site. Most of the people I spoke to were rude or unhelpful and they did not even think to call and tell us that they wouldn't be coming to get the Ubox. Also, they did not ship it immediately as we were told and now we wont be getting it on time for our move-in. This is unacceptable. We would like a portion (20-25%) of our moving costs refunded to cover the extra hotel nights we will now need because of their mistakes.

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email in part:I would like to just recap the notes that I see in your rental contract. Your box was delivered to you on 5/11/13, someone called on 5/13/13 to request the box to be picked up on Thursday 5/16/13 instead of Sat 5/18/13. Notes state your box was indeed picked up from your residence on Sat the 18th. Your Revdex.com complaint states that your original pick up date was 5/19/13. Unfortunately our local driver just wasn’t able to comply with your early pick up request due to unforeseen circumstances. They should of called you to explain, but they failed to do so and that matter will be addressed to them. We apologize for that greatly, we do try to stay in touch with all of our customers but sometimes we fall short. Regardless if the box was picked up on Sat the 18th or Sun the 19th the estimated one way delivery time is 10 business days. One way deliveries are not scheduled over the weekends so when Monday the 20th came our U-Box office put a RUSH on picking up your box to be shipped to AZ. Now, 10 business days from the 21st brings you to June 1st so you should be receiving your box in about a week. Working in the moving rental industry we know and understand how stressful moving can be. We sincerely apologize for any delay and stress this caused you. To resolve this situation we are willing to refund $150.00 to [redacted] for customer goodwill plus a $50 VIP that you can use towards any U-Haul product including propane, boxes, hitch accessories, storage, etc. If you accept this please email me back immediately so I can process a check request to your new address in AZ. My email is: [redacted] If you do accept the refund, it will have to go under [redacted]'s name since he is the contract holder. Respectfully [redacted] Executive Assistant U-Haul Co. [redacted]Ms. [redacted] did receive a response from Ms. [redacted] relaying her appreciation for her email and acceptance of the resolution offered.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: This complaint is regarding equipment #[redacted], license plate #[redacted] This particular vehicle is not road worthy. I've rented from U*Haul many times in the past and I must say, I was shocked at how this equipment handled. I certainly had second thoughts after picking up this vehicle. After loading my personal belongings, our concern grew. Not only does it shake uncontrollably, there are serious problems with the transmission. My gas cost for that truck was $100.00 to go just over 100 miles which I find rediculous, not to mention it's a pollution hazard.I left a message with [redacted] on May 1st at phone #[redacted]that the only resolution is a full refund. I also requested that she, the manager of that location and the CEO of U*Haul drive that truck. I can't imagine that the CEO of U*Haul would promote products in such condition.Desired Settlement: Full refund for the rental of the truck and partial refund for the cost of my gas. In no way should it have cost me $100.00 in gas for the miles driven.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our President for the U*Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she had a mechanic check over the truck Ms. [redacted] rented and could not find any mechanical issues, nor did they have any complaints from our customers before and after Ms. [redacted] rented the truck. Ms. [redacted] also mentioned there was no record of Ms. [redacted] calling our Emergency Road Assistance line for help during her move. In the interest of customer good faith, a refund for 30% of the rental, or $49.58, was issued back to Ms. [redacted]’s [redacted] account on May 1st. 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,[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.In response to [redacted] response, I'm not satisfied with their offer of a 30% discount. I've rented from U*Haul many times in the past and never have I driven a vehicle in such poor working/driving condition. I requested that [redacted] and even the CEO of U*Haul drive that vehicle themselves, neither of which are willing to do that. As I stated to that location, a friend of mine whom has driven trucks for many years was just as shocked at its condition. And had we not been able to get the truck started, we would have contact their ERA line and reported. Luckily, he was able to get it started in order to drop it off at their location. Keep in mind, he had to keep the speed of the truck below 45 due to the way it was handling. If Ms. [redacted] is unwilling to refund my credit card for the full amount by tomorrow, I'll be contacting my credit card company on Friday. I will file a complaint with them and ask that the charges be reversed. Obviously their customers are not that important. I for one will not rent from U*Haul again. Best Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Ms. [redacted], our President for the U*Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office her Mobile Repair mechanic test drove the truck in question and found no mechanical issues. She also did not find any complaints from other customer’s regarding issues with the truck. Ms. [redacted] relayed that she felt the adjustment for 30% was a fair adjustment and is her final resolution.We continue to be committed to providing our customers with the highest standards of service in the do*it*yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU*Haul International

Review: I pick up a uhaul from the [redacted] location for my daughter because she does not have a credit card. When me and [redacted] the sale rep. was going over the rental information. We notice that the truck was very damage and the truck was not filled with gas, this truck was just return back to the place , because I had to wait because the truck I was not end when I came in at 5pm. The gas tank read two line before the Full line, [redacted] sign his initials by the fuel marker and told me to bring it back with the same amount of gas, I return the truck, with the same amount of gas and drop off the key. two days later I received a email saying I did not file the truck and I was getting charges afee of $60.31, for not return it full. I called the uhaul place, they said they was sorry for the mistake but the charges was made but all we can do is offer a gift card for $60.30 for you next uhaul rental. I refused, because this was two days later and my bank said the company can refund me. I have the paper work where he wrote on my receipt where it was not full and they refused to still give me a full refund n their mistake for not giving me a truck with a full tank a gas, the Ref# stating they offer me a gift card for the refund wasDesired Settlement: I want a refund for $60.31

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our GM of our U-Haul Center of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her of a refund for $47.50, which is the amount she was charged for fuel and the fuel service fee. The refund was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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: 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: Failure to provide truck promised changed our pickup time and did not tell Customer Service would not talk to me

Made a reservation for a truck rental for Sat June 29th but would pick it up on Friday June 28th in the afternoon. U haul would call back on Thursday to give us the location to pick up. The call came in on our answering machine and it had all kinds of static and we heard the part about picking up the truck on Friday in [redacted]. When my husband went to pick the truck up they had already rented it that morning because they changed our pickup time to morning and we did not know. Like I said the call had a lot of static and that must have been the part we could not understand and never thought they would change our time. We tried calling the 800 number and evertime I would get a person and tell them my reversation number they said let me connect you with someone that can help you and put me back in the message and I had to keep holding on. I called back 5 more times and each time I was told to hold on and they would never help me. We asked for a supervisor and I was still connected back to the beginning of the voice mail to hold on. How can you make a reservation on Tuesday and then someone else just shows up and take your reservation. I gave my credit card to hold the truck and if I did not show that day then they could have charged my credit card and given the truck to someone else. Customer Service sucks. I even call headquarters to talk to a Paul and he would not even return my call to discuss. U haul does not have customer service not even the head guy.Desired Settlement: I had to rent a POD on Saturday to accomodate my tenan since I did not have a truck. I need to be reinburse for that rental.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of Raleigh, followed up on the information [redacted]provided. She informed our office they made 2 unsuccessful attempts to reach [redacted]to schedule her move, therefore, the reservation was canceled. Ms. Avery also relayed that she did issue [redacted]the $50 Reservation Guarantee Fee back to her Master Card account in the interest of customer good faith. The refund 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: 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 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: 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: 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 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

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: 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: On May 10th I brought my 2002 [redacted] to U-Haul in [redacted] to have a trailer hitch installed. This appointment was made after several issues- a wrong date listed, an email with the wrong name correcting the wrong date. My vehicle was left at the U-Haul location for approximately 5 hours. When I arrived at U-Haul to pick up my car I noticed a gouge in the middle of my bumper approx. 1 inch long, scrapes and scratches along the bottom of my rear bumper. I immediately went back into the location and let the customer service person know. He came out, took one pic of the gouge and said to call the manager on Monday. He stated there are cameras in the parking lot in case it happened in the lot. I called U-Haul on Monday and I was transferred to their insurance carrier. I was told there are "cameras in the bays, the entrance to the bays and the parking lot. They would get to the bottom of it". Fast forward to 3 weeks later- I was told my claim was denied do to it being pre-existing damage" When I pushed the "video camera comment" I was told there are only cameras in the entrance to the bays- I then suggested they zoom in on my car being brought into the bay and they will see no damage. I have not heard from the insurance company since. I did receive a letter saying my claim was denied saying- the "tech denying any wrongdoing and no video evidence available" I am filing this complaint because U-Haul damaged my vehc, denied my claim for reasons the kept changing and will not admit to the tech doing the damage. I understand it may be minor damage (I have an appraisal at $545.00) however I do not want anyone else to have to deal with this. The workmanship is shoddy-the hitch rattles and wiggles and the electrical was place INSIDE my trunk-causing me to have to have the electrical hanging out of my closed trunk lid when attached to the trailer. I hope that my experience helps others who are thinking of getting a hitch installed. [redacted]Desired Settlement: I would like U-Haul to pay for my vehicle to be repaired.

Business

Response:

June 30, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided. Mr. [redacted] has corresponded with Ms. [redacted] by email and is currently awaiting two more estimates from Ms. [redacted] to determine if the bumper will need to repaired or replaced.

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 on June 26,2014. I was informed that there would be a charge of about $125 to cover the estimated cost, any excess was yo be returned. I returned the truck after hours on the 26th. The charges totaled $83.54. After a casr refund of $10 , I was okay. Today, Jun.30th, I find that my account has been charged $125.96.

II again went to the store to complain. At first the agent stated, "I will call billing later this morning or this afternoon". I was able to get him to place the call. The remedy was for me to contact my "credit card co. with file [redacted], abd get them to release the funds.

I went to my bank ([redacted]) who said that that was not doable.

In addition to misuse of my funds, j was treated very rudely, and had to use extra gas and time.Desired Settlement: Handle it right the first time and treat a price adjustment like the are a customer too.

Business

Response:

July 8, 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. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation for a 10-foot U haul vehicle on Tuesday, July 8th. I filled out the paperwork, got my confirmation number, and everything seemed to be set. I had planned to move on Saturday July 12th. This morning, Friday July 11th, a Uhaul representative called me to tell me there were no vehicles available for me. I am dumbfounded.Desired Settlement: Ideally, I'd like to see Uhaul die a slow, agonizing death. But I'll settle for getting my $130 back for my reservation that turned out to not be a reservation at all.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Traffic Manager for our [redacted] and [redacted] regional office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] by phone and attempted to address his rental concerns, however, the call was disconnected on his end. Our records indicate Mr. [redacted] rented a 17-foot truck on July 12th from our [redacted] U-Haul location. If he still has concerns regarding his rental, he can reach Ms. [redacted] toll free at ###-###-#### or direct at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-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: 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

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: Placed a reservation for U-Haul rental online. Requested specific location and size of truck (10'). As the reservation was placed and accepted we were informed via the website that the reservation came a $50 reservation guarantee which 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."The next communication we received was that we had a U-Haul for us at a different location and it was a 14' truck. So, we did not receive the equipment size and location that we agreed to when we booked our reservation. We replied stating that we wanted the location and size that we had reserved and were informed that the location we wanted no longer rented U-Hauls (how is this our fault) and that the next closest location only had a 14' truck. I inquired about the reservation guarantee and [redacted], who offered no apology at anytime for the error, and no backing of the clearly stated guarantee which we obviously fit into as we ended up using a larger truck and had to pick it up at a different location.U-Haul, represented by [redacted] did not honor the companies own words. Had she even just apologized for the error and inconvenience that would have been fine, but since nothing was said about that we feel that at the very least the $50 reservation guarantee should be honored in our case, especially since we fit the wording to a "T". If not, than this is false advertising.

Product_Or_Service: Truck rental

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: Refund

Honoring the word of the company by following through with the guarantee and an apology wouldn't hurt.

Business

Response:

November 20, 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 Fargo Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Morning Mr. [redacted],Our apologies for the inconvenience you incurred with your recent move in Grand Forks, Rsv# [redacted].After review, it was noted that from the time you made your reservation, to the time you wanted to pick up your equipment, there was not much time to meet your specific demands.We were pleased however, that we were able to provide you with the next size larger moving van, at no additional charge, and that it was located just blocks from your preferred location.We were also pleased to note that [redacted], in Traffic, allowed you additional miles and additional days, without charge, because of your inconvenience.You are correct however, when you wrote that we did not fulfill your reservation requirements.And for that, we are happy to issue you the $50.00 Reservation Guarantee.We are sorry that this was not completed on the day of your rental.Please watch for our payment to your credit card. However, this may not show for 7-10 days.Sincerely,[redacted], Executive Assistant

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