J.R.J. Tara Corporation

Review: On November 1st of 2014 I rented a U-haul truck from the [redacted] location in Virginia. The company asked me how many miles I would be driving. I let them know and they said the total charges would be $85. When I got in the truck they had listed the gas was at 1/4 of a tank. It was however slightly below this amount. I thought nothing of it as it was close to a 1/4 of a tank. I ended up driving a few more miles more than anticipated. I made sure I filled up the tank as high as it was when I got it (slightly under 1/4 of a tank). I actually believe I stuck in a little more than they gave me. I put in about $25 worth of gas.

When I received the bill for services they charged me extra mileage, which was fine. However, they also charged me a $30 refill fee for someone pulling the trigger to pump gas and an additional $16.20 in extra gas. This is ludicrous. As stated I filled the tank up to where it was and slightly higher than what it was.

In addition to the gas issue, the truck also had mechanical issues causing me to not be able to drive over 45 miles an hour. The engine kept roaring when I tried to drive faster and the truck did not seem to be able to shift gears. This also caused me a lot of lost time on my move.

When I contacted U-haul in regard to the fees they basically told me tough luck. They said you should have told us it was slightly below a 1/4 a tank. Shame on me for not reporting this. I am a very honest and ethical person and it was very hurtful to hear that they could care less about my complaint.

Please help me get my money back. I was charged about $46.20 in extra fees that should not have been charged. I am very frustrated with the level of customer service.Desired Settlement: Refund of $46.20

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located in Portsmouth, VA, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted] unfortunately we are unable to refund you on the fueling fee. Per your rental agreement there is a $4.50 per gallon plus a $30.00 fueling fee if the truck is returned below a1/4 of a tank of fuel. As far as any mechanical issues with the truck, that particular has rented about 20 or more times in the last 45 days with no reported issues by any other customer 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

Review: In July 2013, I purchased a storage unit with U-haul. In September 2013, I purchased a U BOX and it was supposed to be shipped to Garland, TX withing 10 days. I moved from Wisconsin to Texas and therefore moved all of my belongings to a U Box beforehand so that they would be shipped accordingly. My belongings were supposed to be shipped on 9/8/2013. However a mattress was left in the storage so my belongings sat in the U BOX for 10 days. On 9/23/2013 my wife had $20 debited from her account to dispose of a mattress left in the storage unit. I was told that since the money was paid to discard the mattress, the U-BOX would be shipped and received within 10 days. Time passed and I spoke with U-haul and was told that my U BOX was dropped off in the wrong city and that it would not arrive in Texas until at least 10/23/2013. This is unacceptable. I do not have any clothes, important documents as well as sentimental items. I am highly disgusted. Not to mention I keep receiving emails informing me that they are about to put a lien on my storage unit. How is that so when my U-BOX has been shipped and is no longer in Wisconsin supposedly. I want my belongings as well as a money back du. I will never be using U-Haul's services again.Desired Settlement: I would like all or half of my money back. My family is without clothes, household items, important documents and my son does not have a toddler bed and as a result has had to sleep in a pack and play.

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. He informed our office he left a message requesting a return call from Mr. [redacted] but has not heard back from him. Mr. [redacted] also advised our office Mr. [redacted] still has his U-Box stored at his U-Haul location. Due to his credit card being declined, the U-Box has not been able to be shipped. Mr. [redacted] relayed he wanted the shipping charge canceled because he did not have the money to ship at that time and would be back in contact with our U-Haul Center when he did. The U-Box storage rent is in delinquent status due to unpaid storage fees for the month of October. The box was never shipped to a wrong city and state.

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 unsatisfied with this response because I spoke with [redacted] yesterday 10/22/2013 and apparently U-Haul charged the wrong debit card. I called U-haul on 3 seperate occasions and told them to remove this debit card because it was my wife's. She paid $20 to have the mattress discarded with that debit card. I told them to remove her debit card and to run mine. This is why the payment for the U-Box did not go through.

Regards,

Business

Response:

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

[redacted], our GM of our Moving and Storage at [redacted]., reviewed the recent information Mr. [redacted] provided. He has left a few messages for Mr. [redacted] requesting a return call. He confirmed payment was taken from Mr. [redacted] and shipping will be done as soon as a Bill of Laden is received. Mr. [redacted] mentioned that them having the wrong credit card was due to Mr. [redacted] not providing the correct information, therefore, U-Haul is not at fault and a refund will not 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,

Executive Assistant

U-Haul International

My experience was so unreal that it will make me never again use UHAUL, even though I recognize that their availability and product makes them so easy to use and almost invincible to reviews like this one. I was charged the normal correct amount after my move, and then almost two weeks later a mysterious additional charge showed up on my credit card. No explanation, no receipt...nothing. So I called the branch manager, not once, but twice, and both times he said that he would get back to me, and never did. Not only was that completely unprofessional, but when I did finally corner him on the phone he said that because there was no receipt, he could not refund the amount!...but that is exactly why I needed a refund - because I had no receipt nor record, and I was being charged for services not rendered! I spent the next week on the phone with customer support being bounced around to people who told me that they did not have the authorization to issue a refund, until someone finally told me that they WOULD HAVE issued me one, but it was the weekend, so I should call back on Monday. Low and behold, on Monday, when I called back, my contract number had mysteriously disappeared out of their entire computer system. 3 customer service representatives couldn't find it. The charges are still on my credit card. I finally just had to dispute the charge with my credit card company and call it quits.

Review: I have been storing some of my belongings at this UHaul storage facility for some time in a 5x7x9 interior non-climate control room. I also pay for insurance on this unit up to $5,000. On August 12, 2013, I noticed rat feces and urine on the majority of belongings as well and some of my items being chewed on. I notified the facility and they accused me of bringing those rats along with my belongings even though my things were there for some prior. They said that no one else has had any issues with rats and I was referred to [redacted] Company to make a claim. After a week of waiting for a response from [redacted], I sent them information about the damages (including pictures). Since then, I have received to response from either [redacted] or UHaul despite continuing to pay for both the unit and the insurance coverage on the unit.Desired Settlement: DesiredSettlementID: Refund

I would like a refund of the amount paid for the storage unit and the insurance coverage fee as well as a refund for the damages made to my property.

Business

Response:

October 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

David Scheafer, our President for our Portland regional office, followed up on the information Ms. [redacted]provided. He informed our office he has been in contact with RepWest Insurance Company regarding Ms. [redacted]rsquo;s claim. RepWest has contacted Ms. [redacted]and discussed a settlement.

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 for august 24 at a location in raleigh nc. I received a confirmation email saying my truck would be ready that morning at 8:00. I drove 2 hours and 45 minutes to pick up the truck. I got there and they did not have a truck for me. They did not have any trucks that they could give me. They had about 35 trucks on their lot but said they were trucks that were for in town moves only and I could not use one of those. I spoke with customer service about the problem and they told me that there were no trucks in the area that I could rent. The lady on the phone told me they would mail me a 50 dollar check because they had guaranteed me a truck and did not have it. I called to check the status of the check today September 6 and after being hung up on 2 different occasions I spoke with a lady who said I wasn't going to get a check because I didnt rent another truck from them. I have been waiting for them to call me back and nobody has. I ended up driving 5 1/2 hours that saturday and using my money for gas for something thar was promised to be there and wasn't. I feel I should receive that 50 dollar check to reimburse me for the gas I spent doing all that unnecessary driving.Desired Settlement: I would like to receive the check that I was told I would receive because I drove all the way from King NC to Raleigh NC for a truck that was not there.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Raleigh, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for the $50 Reservation Guarantee Fee. Ms. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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. I however find it absolutely horrible that someone has to go above the company before they are willing to fix their mistake. A person should not have to go through such measures before a company will admit fault. I have also received a check from the company, they spelled my name wrong on it. I will be going to my bank later to see if they will accept it. If they will not, then I will not consider this resolved.

Regards,

Review: Worst experience I've ever had in terms of customer service. Have already filed a complaint with U-Haul.

I scheduled an appointment to have a trailer hitch installed on Saturday April 26, 2014. The average install time is between 25 and 30 minutes according to most body shops and online forums and was told it would take approximately 30 minutes to install, no more than an hour upon arrival. After three hours it was still not completed without anyone updating me on the situation. If this had been a restaurant the bill would have been comped by the manager. When asking the manager how long it is supposed to take, she changes her story to between one and two hours..changing from what we were told when we got there. The incompetence of the [redacted] location is absolutely unacceptable and they should be ashamed that this is representative of the U-Haul franchise. I will be following up and will place my review on every social media site and telling my personal experience to anyone who asks. They have lost my business and I will take it elsewhere. This is unacceptable.

On top of that the manager says that the mechanic is "trying" to do things. FYI trying is not a term I ever want to hear when someone is supposed to be certified to do something on my vehicle. We will be taking the vehicle to another mechanic to ensure that the install was done correctly and if not will be pressing charges.Desired Settlement: Refund.

Business

Response:

April 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Monroe Street, followed up on the information Ms. [redacted] provided. She informed our office a refund for $58.80 was issued to Ms. [redacted], which is the amount of the service.

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: On Sept 22nd I rented two storage # [redacted] and [redacted]. The transaction was completed by Manager [redacted]. Payment in the amount of $484 which also included 2 locks and insurance was immediately deducted from my account even before leaving the register. On October 3rd, I received an email from manager [redacted] informing me payment was not received on # [redacted] and I was being charged a late fee. The email stated I owe $224 which was due on Sept 30th. Ms [redacted] also called me at work to tell me I no longer had access to that unit and she would be able to take payment over the phone. As I attempted to explain, she began to yell. I told her the transactions were handled by her and she told me I was incorrect. I asked to speak with her superior and she informed " she was the manager". I asked to speak to her superior and unfortunately there are no superiors who work on weekends. [redacted] has the transactions as being processed and paid. But for some reason , Ms [redacted] failed to investigate. I was also denied entrance into the uhaul location even when my swipe card accepted the check in. I made numerous attempts to reach someone including calling customer service who stated nothing can be done. I'm hoping the [redacted] will investigate and resolve this issue.Desired Settlement: I want a complete investigation into this matter and an apology

Business

Response:

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 two messages were left for Ms. [redacted] but she received no return calls. Ms. [redacted] relayed that Ms. [redacted]’s storage account was corrected and an email was sent to Ms. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: [redacted] u-haul leased me an unserviced truck and two dolly. The truck had engine problems the uhaul service guys said to us this truck shouldn't be on the road. we had 3 breakdown on the way got delayed two days, I was moving from the [redacted] 2900 miles, they promised me on the road that they will reimburse me all the charges when I got to the final destination, when I got to my final destination nothing has happened, I'm having hard time getting hold of the manager they're telling me its my fault the truck was overloaded by 2300 lbs, knowing that they weighed the truck with the auto transport and the car on it, but not old trucks or unserviced truck. We didn't had to go thru that our furniture was unloaded and loaded twice my wife and two kids stayed long ours in the crucial heat waiting long hours for the uhaul mechanics to load the truck, they destroyed our furnitures and lied to us over and overDesired Settlement: They should honor there promises, they assured me that they will reimburse me all the charges for the truck and they will pay me for one night stay at the hotel.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]on July 31st and addressed his concerns. She offered to refund him $800 as an adjustment on his rental. He advised her he would need to call her back. As of today we have not heard back from 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,

Executive Assistant

U-Haul International

Review: My wife and I had to move from Arizona to California. We decided to use the ubox service provided by uhaul to ship our stuff.I filled the ubox on the 29th of March, and requested it to be shipped.They told me that typically California only takes 4-5 days. But to be on safe side, we will give you a date of delivery of April 11th.I have been trying to track the box, but no one from the company has any visibility on where this box is.I called customer service to lodge a complaint, and they said they would respond to me within 24 hours since they treat these customer escalations seriously. But no one called me back. When I call back to the uhaul center, they tell me that we cannot track the box.My wife and I have sleeping on the floor, and eating outside since we do not have our furniture or kitchen equipment. They took money from my credit on the April 3rd in the amount of $800. Now, it feels like the company just keeps my money and my stuff and there is no accountability.I do not know what to do and who to contact. This was my only alternative to get some help.Please help me and my wife get some information on what they have done with our stuff, and they have also kept our money.Desired Settlement: I need them to pay for all my stuff, because they cannot just loose/not deliver my stuff and keep it with them.I also want the money they charged me to deliver my goods because they did not deliver it. Simple as that. I am not asking for more. I just need everything back that I have given to them. Thats all.

Business

Response:

April 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Metro Phoenix and the East Valley, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and offered her apology for the 1 day delay and the inconvenience they experienced. She also advised him of a refund for $250 she issued as an adjustment on the 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

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. The amount mentioned above has been credited to me.

Thank you for your help. Much appreciated.

Regards,

Review: Note that I tried contacting U-Haul through their website to complain about this but I received an email saying their customer service mailbox was full (inexcusable in itself).I'm going to talk about my U-Haul experience. Let me first say that it was probably one of the worst experiences of my life. I don't usually go out of my way to leave negative feedback but I felt inclined to do so for this particular occasion. Originally, I had scheduled to pick up my U-Haul at the following location: 56 MINI STORAGE, [redacted] at 9:00 AM on June 29th. I had received a confirmation email that said I was scheduled and GUARANTEED to pick it up at this time. I drove up to the location around 9:05 thinking it would be there for sure. However, when I went inside to talk with the lady at the desk, she said the U-Haul did not show up yet. I told her about the guarantee in the email and she just said, in a condescending tone of voice, that it was the customer's fault that they did not return the U-Haul to the correct location on time. Meanwhile Im thinking to myself, why U-Haul would claim such a guarantee if it is conditional on some other customer. She didnt really have a response for that. She proceeded to tell me that the U-Haul truck should have arrived at the location by at least 8:30 AM. But for some reason, even being 9:05 AM, she did not even think to call another nearby location to see if another truck could be transferred in to my location. You would think after 9:00 rolled around that she would have showed some initiative to figure out something if it was in her computer that I was supposed to have a truck ready to be picked up at 9:00. When my Mom and I walked in the office, we found her eating something. It would be one thing if she was busy on the phone, but instead of doing her job she was just eating food. Anyhow, when we arrived, she could tell we were upset about the U-Haul truck not being there on time, so she finally called a nearby location (probably 10 minutes after we walked in) to see if they had any of the same size trucks that we needed. Fortunately for us they did have one and it was actually scheduled for another person to pick up later in the afternoon. What happened was that we ended up taking another persons truck at another location and the truck we were supposed to get was going to be returned later in exchange for the one we took. It was a simple solution to a problem that could have been solved over the phone around 8:30 or 8:45 at the latest when she saw our truck did not arrive. She offered us two options. We could have waited for the other location to deliver the truck to us or we could have driven there to pick it up ourselves. Being only an additional 5 miles down the road, we just decided to drive to the other location to pick up. So we left the original location and the lady working there DID NOT even once APOLOGIZE for the inconvenience or seem at all concerned with how frustrating this was to us. We were glad to get away from her. When we got to the other location: Rte. 56 & Wildlife Lodge Rd Lower Burrell, PA 15068, the two employees that were present were very friendly and welcoming unlike at the first location. They helped us with what we needed and we were able to leave with the U-Haul truck in a very reasonable amount of time. We even had a $50 discount off of the price of the U-Haul rental for having to go to another location to pick it up. However, this did not even come close to remedying the horrible experience I had. I finally ended up leaving the location at about 10:45 with the truck when I should have left the original location no later than 9:20. I had a strict schedule to go home with the U-Haul truck, load all of my furniture and other belongings that I was taking, and then travel to State College, PA (2.5 hours away from my home) to pick up some additional furniture items that I had purchased from a store. As a result of being late, the friends I were supposed to have come and help me get my heavy furniture items moved into the truck were no longer available to do so because they had other obligations at 11:30 to attend to. (I should have been home by 10:00 but didnt get home until 11:15). So I ended up having to load up the heavy furniture with only the help of my 52 year old mother who should not have to lift heavy furniture like this. Although I was initially angry at U-Haul saying the truck was GUARANTEED to be picked up at 9:00 but it wasnt there, I was even more upset that the lady working in the office did not make arrangements for another truck when she could have done so plenty of time in advance before I arrived. I cannot stress how terrible this experience was for me. I believe I should be substantially compensated for this. I do know that companies should NOT make guarantees based on conditions of other customers and this should be stressed on a managerial level of the company.Desired Settlement: Although I have already utilized their services for the 8 hour away move I had to make, I would like a significant percentage (if not 100%) of the price I paid for the U-Haul rental refunded back to me. In my mind, a guarantee means 100% guarantee and should the company fail to meet such a guarantee they should be obligated to compensate the customer at hand. This is the way business should be conducted.

Business

Response:

July 11, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a response, which included a brief explanation of our reservation procedures. Mr. [redacted] explained Mr. [redacted] was rented the U-Haul equipment less than an hour past the original promised pick up time due to the fact the previous family returned the truck late. We try and rely on our customers to return their rental on time for our next family, but that doesn't always happen as was the case with Mr. [redacted]'s rental. We realize this may inconvenience our customer, therefore, we offer a $50.00 Guaranteed Reservation Fee if we fail to meet the reservation time and/or location exactly as scheduled. The $50.00 refund was credited back to Mr. [redacted]'s Visa account and should post on his next credit card statement. Mr. [redacted] offered his apology to Mr. [redacted] for the inconvenience he experienced.

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 not satisfied with the business' response because they failed to acknowledge the fact that their employee at 56 Mini Storage (U-Haul Neighborhood Dealer)

[redacted], [redacted] did not show the initiative to call to check on the status of where my U-Haul truck was located. She said herself it should have arrived at the location at 8:30 AM. If that was the case, why did she not call at least by 8:45 to see what was going on? Instead we show up at 9:10 to the location and she hasn't called until we ask if it is there. All this time, she wasn't even busy. She was eating her food instead when we came in. If she did her job correctly, she could have had the other truck (that I ended up having to pick up at another location) already delivered to the location I was initially at. I do not appreciate the company trying to pin the blame on other customers returning a truck late when the blame was not all theirs. Also, as we were leaving the aforementioned U-Haul location, the lady working there did not even once apologize for the inconvenience she had placed on us. This kind of customer service is unspeakable on any level. A $50 refund doesn't scratch the service of what I should have been refunded for this epic nightmare.

Regards,

Business

Response:

August 22, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, reviewed the information Mr. [redacted] provided. He assured our office he addressed Mr. [redacted]'s concerns with his management team that is over our Leechburg U-Haul location as well as with his staff at our Leechburg U-Haul location. He reiterated that we filled Mr. [redacted]'s reservation 54 minutes past the scheduled time due to the fact the truck was returned to us late by our previous customer. Mr. [redacted] acknowledges our U-Haul location could have pro-acted on Mr. [redacted]'s behalf, and for that reason they initiated the $50.00 Guarantee Fee.

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: April 29, 2013

To: [redacted] U-Haul Customer Service

Revdex.com

From: L[redacted]

RE: Dispute of Claim ([redacted])

I am filling this letter in dispute of threats for financial obligation in regards to alleged damages to a U-Haul rental that I am not responsible for. I indeed rented said vehicle with damage pre-existing, documented by myself and acknowledged by a U-Haul agent on the rental agreement before I took position of the vehicle. I returned the vehicle to another satellite U-Haul dealer at which time they accused me of causing the pre-existing damage. I stated my case to the agent and believed the issue was resolved. Four months later I am contacted and told that a claim for damages in my name has been made. To this date I have received no documentation of any repair work that was completed, the cost or the date of service. I vehemently deny that the truck was damaged while in my possession and there is no evidence to support any claim of wrongdoing, therefore I am demanding that any potential claim against me be dropped.

Details and Timeline of events.

On November 11th of 2012 I had rented a U-Haul truck from a storage satellite location for U-Haul which is cU-Haul Neighborhood Dealer, address [redacted]. The equipment number on the vehicle is [redacted] When renting the vehicle I reserved my pick up online. I went inside this satellite location and told the woman (rental agent) I was there to pick up my reservation she then told me the truck was parked alongside a storage unit and I could go get the truck and drive it to the front of her storage unit shop. I went to receive the truck and brought it around to the front of the store thinking that we would do a walk trough of the truck together. She then asked me to check how much fuel was in the truck and mark it as well as look for damage on the vehicle. I wrote down the amount of gas and put X marks on parts that I noted much damage. I went inside to tell her I found damage spots and if she would come out and check the vehicle with me and she said it was fine to go and did not come out with me. She then looked at my X marks and then signed the paperwork and said I need to return the vehicle to another satellite location for U-Haul which was [redacted] drove the vehicle off the storage unit lot and took it to my location in [redacted] to load up the vehicle and then drove it to [redacted] to empty the contents of the vehicle. I did think that the truck was driving odd and clunky but thought nothing of it since it is a large truck and I am use to driving a small car.

When I went to drop off the car at the satellite location for U-Haul at the [redacted] a man came out to check the truck and told me that I hit something. I went outside to look at the vehicle which had the same marks from when I rented it and told him I did not hit anything the vehicle is exactly how I had rented it. I showed him the paperwork with the marks on it and he proceeded to tell me that the U-Haul was damaged. I told him that I was not walked out to the car when it was rented to me so it must have been that way since I rented it and that was dangerous then on their end and thankfully I had no other problems when I was driving the vehicle. He said he would be in touch with the manager at his location and the woman who checked out the U-Haul to me at the Winchester Road satellite location. I gave them all my information to get a hold of me and let me know if there was anything else I could help with but I was not liable for the damage. I never heard from the manager at either location and was charged for the U-Haul a week later, I figured they had it all resolved since they charged me and understood it was their fault for renting me a bad vehicle and letting me put myself in danger.

Four months went by and I heard from a man named [redacted] with [redacted] insurance stating that I had hit the truck and he wanted to know what had happened. The dispute number is 00431149-2012. I told him the fact that it was the manager woman at the first sites problem since she never went out with me and put me in danger and not my fault it was that way when I rented it. [redacted] then said he would call me back later that day and let me know what their story is. I once again did not hear from [redacted] until a couple more weeks went by and he said that their story does not match mine and they are still claiming that it was me who hit the U-Haul truck. I told him I had proof of the damage in the paperwork that I had signed with the X’s marked. [redacted] said he would like to see my paperwork since the paperwork they supplied him with did not have any markings on it and a scribble for a signature. I told him I would email him as well as fax my proof. I then received a note in the mail from [redacted] and [redacted] saying I needed to pay 1350 for an axle replacement on the U-Haul vehicle (I have not received any documentation substantiating that any work was done or the cost of any such repairs). I then called [redacted] and asked about this notice and he said it was just part of his job and I still needed to send my proof and he would get this all settled. I sent my email and fax on April 9th of 2013. I then received an email back from [redacted] saying that he would look at it and let me know what his supervisors say. I then waited another week and received a phone call saying there is nothing left he can do I either need to pay it or report it to my insurance for them to fight the dispute. He first said the X marks I have on the vehicle do not show damage to the undercarriage. I said they do not give the option to mark the undercarriage damaged, I did mark the tire damaged and area around the tire, and I am not an expert on trucks so I do not know when something is wrong with the undercarriage. That is why the woman who rented it to me should have come out and looked at the vehicle. He said that he talked to the woman at the satellite office off Winchester Rd and she said that they will not drop the amount due because they had to tow the vehicle to get repairs done after I rented the vehicle. I was unaware of the vehicle needing to be towed and worse yet I drove the vehicle in that condition due to her not getting up to check the vehicle that she signed off saying was okay to drive, now all of a sudden I am responsible for their ignorance. I told [redacted] that was not right and he said he cannot take either side he is just there to get the money and since he was not a witness he could not say who was right or wrong. I said I should not have to pay this since it was not me who damaged the vehicle and he said he understood and will give me 30 days to get together what I was going to do and not send it to a collection agency , yet.

I then called my insurance company, [redacted] and opened a dispute with them. The woman who I spoke with was [redacted] and she told me she would be getting back to me quickly with what she can do. The reference number with [redacted] is [redacted]. She asked me for proof of the damage done when I receive the vehicle and I did this on April 23rd 2013. I received a phone call and email from her stating she could not help since my insurance only covers a vehicle under 2,000 pounds and the U-Haul truck I rented was over that amount. [redacted] also said that when she spoke with [redacted] he said the satellite office in [redacted] said they had to have the U-Haul towed while I had it rented and I had called them to have it towed. This is not true and once again a change in their stories.

Closing

I am filling this letter in dispute of threats for financial obligation in regards to alleged damages to a U-Haul rental that I am not responsible for. I have provided documents and evidence that all damage to the vehicle existed before I took position and the U-Haul agent documented such when she verified damage notations on the receipt and rental agreement. I vehemently deny that the truck was damaged while in my possession and there is no evidence to support any claim of wrongdoing. Therefore I am demanding that any potential claim against me be dropped. I will anxiously await your written response to this dispute

Respectfully,

Lindsey [redacted]rDesired Settlement: For this to be corrected. This damage was not my fault and I should not be charged for damages that were on the vehicle before renting it. I am not liable and the customer servies representative at the satellite location should have come out and saw the vehicles problems before renting it to me.

Business

Response:

May 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]r provided. He informed our office, after carefully reviewing the information Ms. [redacted]r provided, he could not specifically conclude the damage was done while the truck was in Ms. [redacted]r’s possession. He did have evidence that the truck had pre-existing damage on the side skirt but he couldn’t determine if the undercarriage damage was pre-existing or was new damage. [redacted] relayed, without being certain Ms. [redacted]r caused the damage, he has recommended she not be responsible for the expense and has forwarded the information to [redacted] Company.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My family was planning a move across the great state of [redacted] so I used www.uhaul.com to order four U-Boxes, Order #[redacted]. Although we were not moving into our new home until August 21, U-Haul told us that it would take up to 9 business days for the Boxes to get there. So we loaded the Boxes in [redacted] and U-Haul picked them up on August 10, 2013 to deliver them to [redacted] But instead of sending them to [redacted] they apparently left them in [redacted], where they stayed until I called the U-Box call center on August 19 to make sure that we would have the Boxes at our new home on August 21. The lady at U-Haul said that the Boxes would be dropped off during the afternoon of August 21. Later that day, I got a message from [redacted] in the [redacted] office who was confused that we actually wanted to send our Boxes to [redacted]instead of [redacted] even though our invoice clearly says that the destination is [redacted]s message made me question what U-Haul was up to, so I called the local number multiple times early on August 20 until I was finally forwarded on to someone at the U-Box call center. She said that, contrary to what I had been told, and notwithstanding the fact that my family had lived without our possessions for 10 days already, OUR U-BOXES HAD BEEN SITTING IN [redacted] UNTIL AT LEAST AUGUST 19. I asked for an explanation. She had none--but she did send me a bill FOR $400 MORE THAN THEIR QUOTE. Then I asked what I could do to get the problems resolved, and she said she would file a complaint for me. She said that, given the complaint, a "regional manager" would be calling me in the next day or so, and that this manager would be able to resolve not only the billing issue but would let me know how U-Haul would fix the entire situation.

I heard nothing (but I did get a bill asking me to "remit payment" for more than the quote -- and before our shipment is delivered!). So I called again on August 22 and asked for a manager who could tell me where my Boxes were and could tell me what U-Haul was going to do to fix the problems they caused. The woman I spoke to said that I couldn't talk to a manager but could talk to customer service. Customer service quickly transferred me back to the U-Box call center, so I asked again where my U-Boxes were. She said they were "in the warehouse." I asked where the warehouse was. She didn't tell me. I asked to talk with someone with decision-making authority, and she said that a regional manager would call me very soon. The day has passed without a call. Extended family who flew into [redacted]to help us move will now have to fly back home without our belongings ever getting here. More importantly, my family will have to continue to live without furniture, beds, most of our clothing, washer / dryer, etc. for some undetermined amount of time. For all I know, the Boxes are still sitting in [redacted].Desired Settlement: Refund of at least half of the quote amount to cover our expenses, and get the Boxes to my new home by the morning of Saturday, August 24.

Business

Response:

September 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. He informed our office that our GM of our U-Haul Moving and Storage of North [redacted] has attempted to reach Mr. [redacted]to personally address his concerns by email and phone but has not heard back. Mr. [redacted]can reach our GM, [redacted], at ###-###-#### 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

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.

I in fact did speak with [redacted] numerous times. He finally was able to reimburse fifty percent of my bill. However, after asking at least three times for a final billing statement, I still have not received one. Please send me an itemized, final billing statement today.

Regards,

Business

Response:

September 15, 2013

Revdex.com ID#: [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 [redacted] reviewed the information Mr. [redacted]provided. She informed our office she sent Mr. [redacted]an email offering her apology along with attachments of the paperwork requested.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Rental Truck was booked for a London Ontario pickup during the morning of June 30th. Booking was made for a pickup 45 minutes away from London at 815pm. Phone hold times to change the reservation were in excess of 90min. The pickup location was not accessible by phone over 2 days of trying. When a change was made to pickup a truck in Hamilton instead, the pickup time was scheduled for 1215pm. I received a message 2 hours before pickup saying it had changed to 515pm. I am still on the phone trying to confirm the details as the message told me to do. It has already been over an hour. This has by far been the worst customer service I have ever experienced and I am truly surprised this company is still in business considering the way my reservation has been handled.Desired Settlement: I would like an apology from Uhaul. The arrangements that had to be made to organize a moving day are already ruined. I have wasted countless hours on the phone waiting for a customer service rep to answer to no avail.

Business

Response:

July 11, 2012

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

Mr. [redacted], Senior Staff for the U-Haul Company of Western Ontario, followed up on the information Mr. [redacted] provided. He attempted to reach Mr. [redacted] by phone but was unsuccessful. He sent him an email offering his apology for the inconvenience he experienced and also explained he was sending him a $50.00 VIP Certificate 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 and tape. We also sell permanent hitches, propane and locks.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I used U-Haul's U-Box service to ship my goods from Ottawa, Ontario to Madison, Wisconsin. I originally loaded my goods on 5/29/14--the promised delivery date was 6/13/14. As of 7/16/14, my UBox was still in Canada! I called repeatedly to follow up, but no one could ever give me a definite date for when it would arrive, and no one ever contacted me. It eventually made it to Madison--I am uncertain about the date, because I never got a straight answer. The online service at myuhaul said it would be 8/3/14, but I called on 7/29/14 and talked to [redacted] who said it had arrived. I picked it up the following Monday (8/4/14). In the meantime, I was charged for an extra month's rental--for the time that my box was still sitting in Canada!!--and the charge was billed the wrong credit card, resulting in a huge foreign exchange fee. On 8/6/14, I filed a dispute with U-Haul, given reference #670320, and told I'd be contacted within 72 hours. I called on 8/10/14 and was told my dispute had been mis-assigned. They reassigned, but I had to wait another 72 hours. I called on 8/13/14, and [redacted] said it was escalated to a supervisor. On 8/17/14, I called and was told it'd been taken to regional manager and they would call within 48 hours. On 8/20/14, I sent the attached letter to [redacted] at U-Haul and was told it'd be forwarded to her manager. As of 8/24/14, I've gotten no call from U-Haul.Desired Settlement: (1) I would like a telephone call from someone in charge - someone who will be able to do something about this issue. I can be reached 24 hours a day at ###-###-####. (2) Refund of ALL charges on my Canadian card IN CANADIAN CURRENCY as billed by my credit card. The total is CDN$2357.49. If this is to be paid in US dollars, then as of 8/24/14, this is US$2211.11. (3) Removal of the extra month rental charge!!!!!! (4) Bill the correct amount to my Discover card LESS the extra month charge.

Review: I recently moved from [redacted] to [redacted] and used UHaul to transport my possessions. I chose to rent two uboxes. I decided I would also rent a truck in [redacted] and load my uboxes at uhaul for free. In [redacted], I decided to have uHaul deliver the boxes to my apartment, which is an additional "delivery charge." Overall, the services I paid for from uhaul were:

-2 uboxes

-1 17' truck

-Delivery/pickup to home in [redacted]

-Through their site, I paid for 3rd party moving help in both [redacted] and [redacted] When I went to load my boxes in [redacted], only one box was out there, even though I clearly requested to both have them out there on my move date. I called the front desk and they said they made a mistake but would have it out in 30 minutes. I reminded them that I paid for professional help and asked if they would be paying for that 1/2 hour of moving help. The box was out there in less than 10 minutes.

I continued to talk to different representatives of uhaul between my moving date and delivery date, trying to secure a specific time for delivery. The reason for this was because I needed to schedule what time my moving help should show up at my apartment. Finally, I got a call and was told that I would prefer an early delivery and that it should be available by 11:00 pm on my delivery date. I let my moving help know that the boxes would be available at 11:00 and they should plan to get there at 12:00 to be safe. The day of my delivery, I received a call from the actual delivery driver at 9:10 that morning stating she would be at my apartment at 11:00. I called my moving help and let them know to plan the same schedule but informing them that I was just told it would be there at 11:00. I did not hear from uHaul until 11:45 when the driver called me to tell me that she was running late but should be there by 1:30. My moving help was already en route and scheduled to start at 12:00. They stood around waiting for over 2 hours. Finally, around 1:45 the uhaul driver showed up with the boxes. It took her another 15 minutes to get them by my apartment, and then when we went to unload my stuff, they still had uhaul's bolt holding the door closed. The driver claimed that they usually take those off at the warehouse and didn't have the tools to take off the bolt. We had to go through 3 different toolboxes before finally getting a wrench to take the bolt off the boxes. It was 2:30 and my moving help was only scheduled until 3.

I sent uhaul two emails through their "email uhaul" application on their website, both requesting the same outcome (matching the desired outcome below), and did not hear anything from uhaul. I have decided to escalate my request through the Revdex.comDesired Settlement: I requested refunds on the following services:

Delivery service - full refund ($360) - The service was uncoordinated and was not very transparent. It felt like the left hand didn't know what the right hand was doing (i.e. the box being shipped to a location that doesn't deliver boxes). They didn't have the proper tools. They called stating the boxes would be there in 1:40, but they were 3 hours late. The delivery driver was unprofessional. I could've rented a uhaul truck, paid my movers to load the truck and unload the truck, and done that faster and cheaper than delivery. This was a terrible overall service.

Rental Cost of box - differential refund ($30) - I was charged $209.90 for the two ubox rentals. Right on the side of my box it stated "rent me for $89.95." I was charged $15/box more than this.

Moving help - partial refund ($160) - I paid for three hours of moving help through their site ($240.95). Because of their poor delivery, two hours of this service was completely wasted.

Total refund - $550

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted], followed up on the information [redacted] provided. She informed our office a refund for the delivery charge in the amount of $360 was issued back to [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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. I would also like to note that I received a survey regarding U-Box today. This survey makes me believe that UHaul is truly trying to improve the operations of the U-Box program. I hope this is the case.Sincerely,

Review: My wife was over charged by an additional 19.2 miles on the service. The mileage was properly recorded before receiving the moving truck and properly turned in. The business reported the wrong amount of miles on the truck. It shows the business is fraudulent. we were taken for granted.

Product_Or_Service: Truck lease

Order_Number: Unknown

Account_Number: UnknownDesired Settlement: DesiredSettlementID: Refund

Refund of 19.2 miles to my wife.

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Paula Fontaine, a

Senior Customer Service Agent, sent Mr. [redacted] an email on November

29th requesting additional information in order to

properly research his concerns. We need to know the address of the

rental location, including city and state, and the name of the lessee

listed on the contract. If Mr. [redacted] has the contract number, that

would be helpful as well. As of today, we have not heard back from

Mr. [redacted] and, therefore, unable to proceed further.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: On 07/20/13, I entered the store to check where to unload my heavy items into my UBox (reserved for 07/15/13 and verbally confirmed on 07/16/13), for which I had a friend with a pickup truck kindly drive up from near [redacted] to help me move. The young man at the counter barely made eye contact with me, said he had to speak with his manager because "he doesn't deal with boxes, but 'we' have nearly none available," and walked away. The manager, [redacted], did not come to the counter until 20 minutes later, and with a nasty attitude, told me that "we have no boxes, you will have to come back in 2 hours." She told me that she took the shop over a few weeks ago, and when she "took it over, it was a complete disaster- a complete [redacted]how, and it has been a mess ever since." She told me that she had no other options for me, despite my printed out reservation for 07/15/13, and to return in two hours when she would have a UBox delivery from corporate in [redacted]. I explained that my friend came from near [redacted] and was doing me a huge favor to help move my heavy items, and he had to be back in [redacted] by 1pm for work, thus 2 hours was not an option. I, again, inquired if there were any other options for me, and the manager told me she had no other options, and to call [redacted]. She then walked away. Upon calling [redacted]L, I was passed from customer service representative to the next, hung up on twice, then finally contacted [redacted] at that number again, requested to speak with a manager, and she said that she was at home, had nobody I could speak with, and that she suggested I call the UBox department directly at [redacted]. The only solution offered was to file a complaint and be contacted within 48 hours by a manager. I spent over an hour on the phone, my parents over 2 hours on the phone, and the only solution given was to rent us a moving truck at a discounted rate. The issue is still ongoing, and still includes very negative attitude from the staff.

Product_Or_Service: 5x8x7.5

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have a UBox delivered to my home in [redacted] free of charge, have it shipped on time, per my request (as guaranteed at initial reservation) to my destination in [redacted] and have it delivered directly to my residence in [redacted] safely, free of charge.

Business

Response:

July 28, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

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 contacted Ms[redacted]and offered her apology for the inconvenience she experienced as well as addressed her concerns. Ms. [redacted] relayed that Ms[redacted]rsquo;s reservation was canceled and she issued her the $50 Reservation Guarantee Fee.

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: When I arrived to pick up the truck was advised if I didn't accept their insure a $500 hold would be put on my crdit card for 3 bus days

Dec 27th reserved a truck online and declined their supplemental insurance. when I arrived to pick the truck up I was informed I either had to accept their insurance or a $500 hold would be placed on my creedit card for three bus days. I contacted corporate office and they said that is not company policy...I filed a formal complaint and was told I would be contacted. I never wasDesired Settlement: I want a refund of the $15 I was charged for the insurance I should not have been charged. Even according to their corporate offices I sould have been allowed to decline.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].According to Mr. [redacted]’s rental contract, we deducted the $14 Safemove Protection fee at the time of return.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: During the billing cycle in November I was charged and my money was refunded to me within the same day. After further inquiries this month in December I have found out it is due to a clitch in the billing system with that being said rent was never paid for Novemeber without my knowledge. I was not contacted about the incident nor was I informed I would be charged at a later date without my approval. On December 16, UHaul made a debit to my account for the November monthly rent without my knowledge leading to two separate overdrafts in my account. One from the Uhual charge and another personally. These overdrafts should have been avoided, and the uhual staff neglected to inform me about the transaction that would be taking place. When I recieved my paycheck I was already out $202.49 in money that I would not see seven days before Christmas. Taking this matter to the management staff the service was impeccable at the [redacted]; I was informed of why and what happened with my account. The transaction that was made on December 16 should not have been made without my knowledge or consent in the matter.Desired Settlement: I do understand that November's monthly rent needed to be paid and I do not request money back from that charge. I would like to be either credited or reimbursed the $70 that I paid in bank fees due to the lack of communication from Uhaul and it's silent charge from December 16 on my account.

Business

Response:

December 30, 2014

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

[redacted] our Executive Assistant for our [redacted], followed up on the information Ms. [redacted] provided. She informed our office she will send Ms. [redacted] an email advising her of a refund for the $70 in bank charges. Ms. [redacted] 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:

[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.

Thank you,