J.R.J. Tara Corporation

Review: On 03-10-2012 I visited the U-HAUL location at 4[redacted]. [redacted], Va to rent a small trailer and have a hitch installed on my 2001 [redacted]. The job took 3 hours longer than it should have. They received my payment in full of $343.59 for the install of hitch. Finally everything was finished and I was on my way. I arrived in [redacted] to pick up some personal belongings. While there my computer [redacted] blew out. On 03-14-2012 I had it towed to Camden Automotive & Diesel. The bill was $70. They did not have part and referred me to [redacted]. The mechanics there confirmed that the wiring on the hitch was done wrong and caused my computer to go out. The cost of the bill at [redacted] was $726.10. I had to spend another $400 or more on hotel cost while waiting on part. Almost lost my job due to missing work, and also lost out on wages that I desperately needed. When I returned to [redacted] I had my mechanic look at the wiring. He also confirmed it was wired in an unsafe manner that could short out and cause a possible fire. There were bare spots on wire where the tech at U-HAUL pulled the wire through the frame and skinned it up. It has been almost 9 months and U-HAUL has done nothing about this problem. They even charged me for keeping the trailer extra days. I couldn't make it back on time due to the problems their tech caused. So for almost 9 months I have dealt with their claims dept. REP WEST. Mr. [redacted] is handling the claim and he has done nothing but blow me off for 9 months. I cannot even get the corporate office of U-HAUL to return my calls. [redacted] is supposedly the GM at the W broad st. locations superior and I have left message after message with her secretary [redacted] over and over. No one will call me back. The money I spent on damages due to their mistakes were pulled out of my families emergency funds. I have a 10 month old baby girl and another on the way. My family doesn't deserve this. I have been treated with no respect.Desired Settlement: I only ask for what is fair. The money I spent on damages to be refunded. For REP WEST to wrap this claim up and do what is right and for U-HAUL to refund the charges for the extra days on the trailer seeing how I could not return it on time due to their bad wiring that caused the problem.

Business

Response:

November 28, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Richmond, followed up

on the information Mr. [redacted] provided. She explained that Mr.

[redacted] did not return the U-Haul trailer. Our U-Haul Center GM had

to retrieve it from his home. Mr. [redacted] contacted Ms. [redacted]'s

office asking if could return the hitch and receive a refund. Our

President, Ms. [redacted], also spoke to Mr. [redacted] on more than one

occasion. A claim was filed with RepWest Insurance Company. After

investigating Mr. [redacted]'s claim, they found that his jeep had 185

thousand miles on it and felt that the wiring we did on his vehicle

did not cause any damage. Mr. [redacted] in fact pulled the trailer

home with the new computer and the same wiring, without incident.

Ms. [redacted] relayed that although they felt we were not at fault, Ms.

[redacted] decided she would allow Mr. [redacted] to keep the hitch and also

issue him a refund. The refund of $343.59 was issued back to the

same credit card we charged and 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

Review: My husband and I decided to use Uhauls Ubox service as it seemed more logical and affordable than the PODS. We have been storing 2 boxes in the [redacted] warehouse until we found a place in [redacted]. I was initially told by a completely incompetent customer service rep that we would have the option of driving both Uboxes across the state ourselves, to save on costs. I was also told the boxes would be shipped directly to our house...how convenient right? Come to find out, that was completely false. So our only option now is to pay $900 just to ship our stuff across state, or to drive back to [redacted], move everything out of the Uboxes into a truck or trailer and drive it over ourselves. Expense vs. inconvenience...neither are a good option for us. On Friday, July 13th, I called the [redacted] office to get the process rolling on shipping our Uboxes to Olympia. I was told a message would be sent to the general manager and the assistant manager, so I should be getting a call shortly. Two days later, no call, so I called the 1-800 number. This was a disaster. I have never been transferred so many times in one sitting...most of the time to an automated phone message that led no where. Every time I reached an actual person (both the [redacted] office and customer service) I was told the ONLY person who could help me was the general manager where my Uboxes were being stored. MANY attempts were made by myself as well as other Uhaul employees to call, email and IM the manager (they seemed to be logged out of IM for 4 days straight...what are these people doing????) We finally went down to the Olympia Uhaul to speak to someone face to face, and although Steve was as helpful as he could be, he was getting the same results....no answer. I finally received a phone call today, July 23rd from the [redacted] assistant manager, [redacted], ELEVEN DAYS after my initial call. She told me today was the first time she had received any kind of message regarding our account. She was apologetic and more helpful than anyone yet, but she still couldn't give me a definitive answer on when we would be receiving our things, and could not give me any kind of discount. She offered to waive next month's storage fee but why in Gods name would I pay for something that I shouldn't have to anyway, because I SHOULD have my stuff by now. She also asked to verify that our boxes were going to [redacted], TX! WHAT???!!! I am completely outraged at this point. We have lived without any of our belonging for almost TWO WEEKS and I have spent way too much of my time trying to get a hold of someone!!! How can it possibly be that the ONLY person that can process a shipping order is the onsite general manager who doesn't even seem to go into work?????? I can't believe that we will have given Uhaul over $1,200.00 after this entire god-forsaken process is over.Desired Settlement: I expect a refund of AT LEAST a few hundred dollars for time and effort I have spent on dealing with this, as well as for all the time we have had to live without our belongings. We have had to purchase new things to get by, so that needs to be factored in as well.

Business

Response:

August 1, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Inland Northwest located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office that at the time the U-Boxes were dispatched, an amicable resolution had been reached. A refund for $150.00 off the shipping rate was processed and they also waived a month of storage on both U-Box rentals.

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 got scammed,I rented a trailer,he told me it cost 41.95 to rent a trailer,so I gave him a hundred dollar bill,then he told me there was a 60.00 holding fee for the trailer,he said I would get that back when I returned the trailer,then I said but that does not add up to 100.00, he said don't worry about it,then he swiped my credit card,I asked him why he did that he gave me no reason,so I signed,like a dummy,he was rushing out the door so he folded up the recipt,and gave it to me,I didn't even look at the recipt,he handed me off to another guy that helped hook up the trailer,and I was on my way when I returned,I unhook the trailer and went into the store to get my deposit,he said I owe u 15.56 ,I said no way I gave him a100.00 bill,then I look at the recipt,and seen I got screwed,we called the manager,he counted the drawer to see if it was high ,he said no,so the manager called this guy,and he said I gave him 3 20's,I said that's a lie,then I asked him watch the camars,he said he can't,because they are criminal acts,then I called there corp head,they file a claim,yet to hear back from themDesired Settlement: Bring this guy up on charges,have him fired,a refund of my money,and have him spend some in jail!!!!!!!!!!!!!

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our GM

of our U-Haul Moving and Storage of Capitol Dr., followed up on the

information Mr. [redacted] provided. He informed our office he

attempted to speak to Mr. [redacted] but reached his answering machine.

He left a message explaining he reviewed the cameras at his Center

and also talked to two employees who were present on the day of his

rental. Mr. [redacted] found no discrepancy in the cash drawer. He left

his call back number and requested Mr. [redacted] call him to discuss

his concerns 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,

Executive

Assistant

U-Haul

International

Review: I reserved a U Haul online on Tuesday, July 23 for Thursday , July 25. I reserved only a truck. When I turned in the truck on Thursday and was billed for amount all was well. The following day was billed an additional 118.84 for packing materials that I did not order nor receive. I went in today, Aug. 2 to report the error and was told it was not an order that I ordered and received materials. No offer to help. Absolute unwillingness to consider I was telling the truth was the case. I reported to my bank and the New Braunfels police. Was told it is a civil matter. I am concerned this may be a scam against people moving. Often people are disorganized and a bit stressed at those times and may not notice another hundred dollars . Please check this out.Desired Settlement: I want u haul to find person illegally billing people, be a lot nicer to customers, and reimburse my bank. I want to make sure this isn't widespread and occurring to more people.

Business

Response:

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

Please be advised when Ms. [redacted] made her reservation on line, the box was checked to order packing supplies and the order was processed. She never picked them up from our U-Haul Center. [redacted], our Executive Assistant for our San Antonio regional office, attempted to issue Ms. [redacted] a credit but found [redacted] had disputed the charge of $118.84. We accepted the charge back from Ms. [redacted]’s credit card company and sent the amount for collection. Ms. [redacted] contacted our Collections Department and instructed them to cancel the billing.

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 car broke down while my wife & I were vacationing in [redacted] & I chose to tow it home rather than have it repaired in [redacted]. I called the nearest U-Haul location to rent a truck & tow dolly to accommodate my car, a 2000 VW Beetle. The U-Haul representative assured me that the equipment I was renting was the proper equipment with which to tow my car, which rides very low to the ground. They provided me with a truck that had 3/8 of a tank of gas in it & I added $85.00 of gas to the truck in order to fill the tank, just prior to picking up my car from the mechanic & beginning the 190-mile drive home. Upon arrival at the mechanic their employees proceeded to push the car onto the tow dolly, AS INSTRUCTED BY U-HAUL, & it was immediately clear that the equipment would not accommodate my car. the under-carriage guard was torn off by the tow dolly, the front bumper was cracked & the right-hand fog light was broken due to the fact that the base of the tow dolly did not allow the proper clearance for my car. We immediately determined that we could not tow the vehicle home & had to leave it at the shop for another night to be repaired, return the equipment to U-Haul, check back into the hotel for another night, miss an additional day of work (my wife and me) and pay to have the additional damage to my car repaired. U-Haul informed me they would reimburse me for our rental costs upon returning the equipment but WOULD NOT reimburse me for the $85 of gas I put in their truck. They said the best they could do was send me a $40 credit. Upon my return home I continued to pursue the total reimbursement for my gas & repair expenses ($380 to replace the under-carriage guard & a quick-fix glueing of the bumper & fog light). U-Haul passed along my claim to their insurance carrier & I was later informed by their insurance representative that my claim had been denied on the basis of them insisting that they had provided me with the proper equipment. If this was indeed the case then why was my car so significantly damaged? As for the gas reimbursement, U-Haul eventually agreed to reimburse me for HALF of that expense, $42.50. I find their response in this matter to be completely unacceptable and am pursuing full reimbursement for my gas & the expenses to repair the damage caused by their equipment.

Product_Or_Service: U-Haul truck & tow dolly

Order_Number: N/A

Account_Number: Contract #:[redacted]Desired Settlement: DesiredSettlementID: Refund

Full refund of my gas & repair expenses as described in my complaint description. I have received a $42.50 check from U-Haul, which represents 1/2 of my $85 expense for UNUSED gas, leaving $42.50 to be reimbursed. My expense to repair the damage to my vehicle, caused by U-Haul's equipment was $379.48. Adding the additional requested gas reimbursement of $42.50 amounts to a total of $421.98 which I am seeking to have reimbursed to me.

Business

Response:

July 8, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He assured our office that our U-Haul Tow Dolly was the proper equipment to tow Mr. [redacted]’s vehicle safely. Because Mr. [redacted]’s car was broken down, we did not have the opportunity to physically inspect his vehicle before he was rented the Tow Dolly. A full refund was issued for the rental plus $42.50 for fuel he had put in the truck along with a $40 VIP Certificate that can be used toward a future purchase or rental on the many p[redacted]ucts and services U-Haul has to offer. Mr. [redacted] relayed that no further refund will be issued, however, if Mr. [redacted] wishes to pursue his damage claim, he can to contact his assigned adjuster of RepWest Insurance 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

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Somebody will need to provide me with a LOGICAL explanation (other than "It's company policy" as to why I would not have been TOTALLY reimbursed for the $85 worth of gas that I put in the tank & didn't use do returning the truck within the hour. At the time of the incident all that U-Haul would provide me was a $40 credit towards a future rental (as if I'd EVER rent from U-Haul again). I still have not even printed the credit that was e-mailed to me & continued to seek full reimbursement for gas upon my arrival home the next day. Somebody at U-Haul finally agreed to a HALF reimbursement of $42.50, which still does not satisfy my request. It was enough of an inconvenience for me to receive a truck with no gas as I embarked on a 200-mile trip home. To then have to fill the truck with gas that was never used only added to this mess. This could have all gone away if someone at U-Haul had exhibited a bit of common sense & immediately reimbursed my gas expenses. Instead U-Haul has now lost a long-time, loyal customer, this incident will be blasted throughout social media to be seen by tens of thousands of our contacts & I have advised the organization for which I work not to do any further business with U-haul. Bad job on their part.

Business

Response:

July 23, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

In an effort to bring closure, I have issued a supplemental refund check for $42.50, which is the remainder of fuel Mr. [redacted] states he put in the U-Haul truck. He should receive the check within the next 10 business days.

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 rental truck for this location for the dates of 06/29/2012-06/30/2012. I reserved the truck one week in advance, and was assured that the vehicle would be available or I would be given a free $50. I called the U-Haul office on 06/25/12 after receiving a confirmation email that said the truck would be ready at 12 pm on 06/29. I spoke with an agent and let them know that I would not be able to pick the truck up until I got off work at 3 pm. The agent asked for my reservation number, agreed and said that they would put a note on my account with that information. I showed up to the rental office only for the rude store manager, [redacted] to tell me the truck was not available. I left and called UHaul customer service. They informed me the truck I reserved was still on the lot at the office I just left. I went back to rent the truck and the manager, [redacted] did not offer any apology or explanation for my inconvenience. He told me the rental would be due back at 6 pm on 06/30. He then called me at 7 am on 06/30 shouting and calling me a liar, saying I was to bring the truck back at 6 am! I told him that was not possible, nor was it our agreement, and he continued to shout. I returned the truck at 2 am on 07/01/12, which would have been earlier had I not been stranded for 4 hours after the truck died and I had to wait on U-Haul roadside assitance. I should have been charged for 06/29 & 06/30, however I was charged for 3 full days! They also added a cleaning fee. I have pictures of the truck after I swept and vacuumed it.I called the office and [redacted] stated that he charged me per 12 hr period for the truck! He began to shout once again, so I hung up and called corporate customer svc. I have never been treated so poorly by any company in my life. I am very disappointed in the service I received from [redacted] and the [redacted] U-Haul office in Jacksonville.I am demanding a refund of $78.95 plus applicable taxes; the cost of 1 day of rental, 1 day of insurance coverage and the cleaning fee.Desired Settlement: A refund of $78.95 plus applicable taxes; the cost of 1 day of rental ($39.95), 1 day of insurance coverage ($14.00) and the cleaning fee ($25.00).

Business

Response:

July 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Jacksonville, followed up on the information Ms. [redacted] provided. She informed our office, after reviewing the detailed notes documented on the contract, they agree the charges are valid and a refund will not be issued. Notes state the truck was returned late and there was debris from fireworks in the back of the truck that had to be cleaned out.

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 photographs of the truck that clearly show that there were no fireworks (I have never purchased any to have had them) or other debris in the truck. I will not accept this response until I at least receive my cleaning fee back. If not, I will proceed with legal action.

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.

Regards,

Review: My credit card reflex two payments one of $50.54 (completed transaction) and $14.47 (pending transaction) , upon speaking to a rude individual at UHAUl it was stated that only the $50.54 would be charge. On 07.14.2014 When I went to review my credit card again, the $50.54 was a completed transaction and the $14.47 was pending, I called UHAUL again and was transfered to [redacted] she stated that the pending transaction would fall off, but I explain to her it would not fall off until 08.12.2014 according to [redacted] Prepaid visa card company, and that they stated someone at UHAUL would have to call their merchant card service to have the pending transaction reversed; upon speaking back to [redacted] for the second time on the same day she gave me a confirmation number and told me they will not reverse it, that I would have to call them, [redacted] Visa and give them that confirmation number, I explain to her they will not do this because the transaction belongs to them, [redacted] stated the only thing they can do is to send a letter on their letter head and fax it to them to have the charge remove,but it is not guarantees that they would removed it.

So to this date the charges are still pending.

I am not understanding if the charges was started by them how can they cannot have the item remove, and I have to wait to 08.12.2014 for the transaction to fall off my card as not going through. I have not received not help from UHAUL in taking care of this matter that was cause by them only the runaway as to what they cannot do and want do.

If I ever decided to use them again I will have cash, this way I will not be billed twice and be inconvience later.Desired Settlement: I would like a billing adjustment to have the charge remove off as pending so it can unblock my money and a half of rental or a free rental for a upcoming move in the near future not one that will expire soon.

Business

Response:

July 29, 2014

Revdex.com [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Michigan regional office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed her concerns. He explained he could not speed up the drop process on the hold on her prepaid card but did offer her a $60 VIP Certificate for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I needed to move the most economically feasible way from Chicago, IL to Houston, TX on April 18, 2014. I received moving quotes from other companies and Uhaul including their moving trucks and U Box Pods. After discussing the different quotes from the Uhaul representative, it was suggested to me that the cheapest way would be to get a truck and a tow dolly for my SUV. I only needed a 10 truck for my belongings, however I was told to upgrade to a 14 truck because it would be easier to tow my vehicle. The total would be approximately $1600. I made the reservation with the Uhaul store at [redacted] about 2 weeks ahead of time. The 14 truck was dispatched to us with the check engine light on even though we brought it to the Uhaul representatives attention. We were told dont worry about it, its fine. We attempted to load my car onto the tow dolly and it did not fit. Uhaul blamed me by saying I had bigger tires on my vehicle than I should, which is untrue-my tires are stock and have never been altered. They then tried to find another tow dolly in the area unsuccessfully. They did find an auto transport at the 500 West Cermak store 10 miles away. After waiting in line, attempting several times to load my car, finding another option for towing my car, and driving in traffic to Cermak store it was about 3 hours later. At the Cermak store, we connected the auto transport to the Uhaul truck. The lights did not work on the auto transport. The store manager, [redacted], checked the fuse, the connections, and tried other towing systems and the lights did not work on any of them. Mr. [redacted] concluded that it was the truck itself that was the problem, it should not have been given to us with a check engine light on, and the Broadway store should give us considerable compensation. There were no other trucks or auto transports that would work. We had no other option but to drive the Uhaul truck and my personal vehicle separately. This in turn cost me extensively beyond my original moving total budget. Because of my new expenses, it would have been much cheaper to have gotten a Pod or use a professional moving company to move me. I had to now pay for the following above and beyond my original quote and plan:gas for my personal vehiclegas for a larger truck which was not neededcost of 14 truck when only needed 10 truckpurchase a hotel because I was now 4-5 hours behind schedule and was unable to switch off drivers since there were now 2 vehicles to drive mileage and wear and tear on my personal vehiclelate causing me to be 1 day behind in arrival to HoustonClearly, I should receive considerable compensation for my added expenses, inconvenience, and safety issues. I have tried to resolve this issue with [redacted] ( Broadway mananger) and customer service with no avail. Here is my phone history in trying to get help with my situation:April 20, 21, 22- called Broadway store directlyResult: could never reach actual store---call always rolled over to customer serviceApril 23-called [redacted] at customer service Result: [redacted] attempted to Instant Message [redacted] at store but no answer[redacted] opened claim #[redacted] and said [redacted] was obligated to call me within 3 business days[redacted] never called April 29- called customer service Result: was told would leave another message for [redacted] called 20 minutes later and said he gave me $150 refund-I told him that was not enough and he said he would talk to [redacted] at Cermak store to get more of refundnever heard back from [redacted] or [redacted]April 30-called customer service and spoke to [redacted] Result: was told they would reopen case and be contacted within 3 business days once again-never heard back from anyoneMay 1-called customer service and spoke to [redacted]Result: was told someone would be calling me backMay 6-called customer service and talked to DenaResult: she said her supervisor would call me back within 24 hours-never heard backMay 13-called customer service and spoke to [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like considerable compensation for my additional moving expenses and inconvenience.

Business

Response:

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Chicago regional office, followed up on the information Ms. [redacted] provided. Ms. [redacted] was not able to be reached at the telephone number listed but it was found that a refund for $150 was issued on April 24th back to her Visa account as an adjustment. Mr. [redacted] relayed that if receipts for hotel and fuel for her vehicle from April 18th-April 20th can be obtained, he will issue reimbursement for those expenses. He is currently awaiting a call back.

As we value Ms. [redacted] as a customer, we also sent her a $100 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, 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.

I never received a phone call from Mr. [redacted] or any voicemail left in regards to my claim. And I would welcome a phone call because I believe it would be more effective as opposed to these back and forth emails. As for the resolution that was presented to me, there are still items that I have had to pay out-of-pocket for and Uhaul is not compensating. The larger truck that I had to pay for, more gas in a larger truck, a truck with a check engine light on which questions the safety, inconvenience, driving all over Chicago to multiple stores, and the wear and tear on my vehicle are still not covered. I do not want a Uhaul credit of any kind, as stated in previous letters and phone calls. Why would I patronize Uhaul again after my experience and all of the time and effort that I have spent calling and writing letters such as this one? I do however appreciate the $150 refund and hotel and gas reimbursement but feel the offer needs to be renegotiated. It has been 2 months since my move and I am still trying to resolve this issue. Please advise me on how you would like to proceed.

Regards,

Business

Response:

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Chicago regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered to issue her an additional refund of $250 for fuel and $100 for the motel although Ms. [redacted] could not provide receipts. We were willing to accept her credit card statement showing the charge for the motel. Ms. [redacted] relayed she would only accept $450 as a final resolution and declined the $350 offered by Ms. [redacted]. We feel we have offered a fair resolution and must advise your office that our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

On March 2 I reserved a outside storage unit and moving truck for March 16. When I arrived on March 16 there were 2 agents at the desk, one being the guy that made the reservation for me. The guy would not look at me and the gird acted like she didn't want to be bothered. I told them that I had a reservation for a storage unit and truck. The spoke up without looking at me that the unit had been rented and that there was inside storage available which we told him the week before we did not want. I told them I was not interested. At that point they tried to rent me a truck. I told them I didn't need the truck as I don't have a storage room to move stuff into. My partner who witnessed all this, called the area manager when we got home and made a complaint. She said they are suppose to call and let you know when they rent a unit out like that, which they did not. Obvious a reservation means nothing to them. Very unprofessional. My partner lost a day of work over this. Needless to say, we will not use Uhaul again

Review: I rented a moving truck on Monday, January 5, 2014. I was required to return the truck with ¼ tank of gas on January 6, 2014 by 5 P.M; however, I returned the truck the night of January 5, 2014. At the end of my trip, my brother and I pulled up to [redacted] gas station across the U-Haul location which I rented from and gassed up the truck. We filled up the gas tank to ¼. We paid for the gas in cash.

Immediately after we pumped the gas, we drove the truck to UHAUL. On Wednesday, January 6, 2015, I was charged $75.00 for the rental truck. Three days later, on January 8, I was hit with a charged of $46.00 for not returning the truck on ¼ tank of gas UHAUL claimed.

I spoke to the manager and she stated that I needed the receipt. Unfortunately, my brother who paid for the gas in cash, did not keep the receipt. I went in person to speak to her about the charge, but she refused to make any adjustment without the gas receipt.

It took UHAUL 3 days to check the gas tank; and then decided to charge me a fee. Why wasn’t the gas tank checked on Wednesday, January 6, 2015. Just because I don’t have the receipt doesn’t mean that I didn’t filled up the gas tank to ¼.

UHAUL has stolen from me and I want my money back because I did return a truck to them with ¼ tank of gas.

Business

Response:

January 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.

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.

[Provide details of why you are not satisfied with this resolution.]

1. [redacted], Executive Assistant U-Haul International,wrote:[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide herwith a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. (Revdex.com Response). I visited [redacted], a locally owned and operated gas station, on Friday, January 16, 2014 in person to discuss my case with the manager. The owner of [redacted] stated that neither him nor his representatives spoke to Ms. [redacted]n regarding my case, and told her that they would provide me with a receipt, if I could give them the date and time I filled the truck. Thus, Ms. [redacted] has falsified information to corroborate her case against me. The manager also said to me that it would have been feasible to provide me with a receipt, if I had paid with a credit or debit card. Even with an exact date and time, which would have been between the hours of 10:30-11:15P.M on Jan. 5, 2014, it’s difficult to verify my case because they cannot directly trace cash payment to a specific car or ensure that I am indeed the individual who made the specific cash payment. Furthermore, the manager also said, if U-Haul had billed me for the fuel on Jan. 6th and then I called [redacted] on that day about the charge, it would’ve been easier to for them to track thepayment- days later makes it hard. They never received a call from Ms. [redacted]n or any other employees of U-Haul. If Ms. [redacted] did call the [redacted] gas station, then U-Haul should be able to provide phone records to substantiate their statement.2. “Ms. [redacted] became angry and her friend removed her from our U-Haul Center. “This is a deceitful statement that seeks to diminish my character. Indeed, I was upset because I was charged for unexplained charges. In addition, Ms. [redacted] demeanor wasnonchalant and dismissive. I would like Ms. [redacted] to provide video evidence to substantiate that I had to be removed from her store. My brother who accompanied me on the day I visited the store in person, stood at the entrance door while I vented. He never had to enter the store in order to remove or calm me down. He simply said let’s go and forget about it while standing at the entrance door. 3. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.My bank statement displays two different charges with different dates and reference number. The first charge on January 6th for $75.00. If the contract was closed out on the morning of January 6th, why didn’t U-Haul billed me for completed charges of $121.00 ($75 for cost of truck plus mileage plus $46.00 cost of fuel)? Instead, I was billed on January 6, 2014 for $75.00. Two days later, on January 8, I was billed for another $46.00. Even if U-Haul had billed the completed charges separately on January 6, 2014, the bill of date should’ve been the same for the two distinct charges, even if the reference numbers are different.I am willing to upload a copy of my bank statement to validate my argument.On January 21, 2014. I contacted Campus USA credit Union at ###-###-#### and spoke to [redacted], a representative, regarding the charges. He told me that he can only seewhat I’m seeing. Furthermore, he stated that he understands my argument concerning two different charges on two different dates and that the merchant, which is U-Haul, would have to provideproof that that the charges were processed on the same date, the bank cannot substantiate the transaction dates. When I contacted Ms. [redacted] on January 16, 2014 to provide explanation for the charges on different dates, I was told that she will contact me at a later time. I’m still waiting to hear from [redacted].Thus, I am asking U-Haul to provide evidence that the charges were processed on the same date using the same credit card number. Anythingcould’ve happened within those two days’ time.

Business

Response:

February 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Executive Assistant for our Gainesville Regional Office, reviewed Ms. [redacted]’s recent comments to our office. She advised our office she believes Ms. [redacted] is confused with who she is, as well as who our GM is at our U-Haul Center. Our GM again called Ms. [redacted] and explained the truck they returned was not refueled to the same level as when it was rented. Ms. [redacted] stated they did ask Ms. [redacted] to go to the gas station for a fuel receipt. She just needs to let the attendant know the date and time she was there. Ms. [redacted] relayed that the bottom line is the truck was not refueled to the same level and, therefore, she was charged. Until a receipt can be shown to verify the fuel fill up, 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

I will never utilize U-Haul's services ever again and I have already informed all family and friends to use any other moving company in their future moves. My husband and I moved from Edmonton, Alberta, Canada to Toronto, Ontario, Canada at the end of August on the long weekend this year. We had phoned the U-haul store prior to picking it up to make sure that their trucks had working adapters, and we were told that they would. We received a rental truck (17feet) that was extremely dirty and a tow-dolly for our car. My husband tested the adapter in the truck to make sure it was working so that we could have our cell phones charged for our long move in case an emergency happened. It did not work, so the U-haul store told my husband that he would have to drive the U-haul rental truck to their southside location to get it fixed. My husband drove it there, waited, and nobody there was able to fix it. So they sent my husband to drive the truck to another location, and so he did. They were able to fix it at that location, by this time it was late afternoon. We had scheduled our friends to help us move that day at 2pm, however due to the fact that the truck was still getting fixed we had to cancel it and move everything ourselves (my husband and I only) that evening when we got the truck back to our house. The next day, we went to leave and hook up the tow dolly. What a surprise, the tow dolly was broken. U-haul had saran wrapped one side of the tow dolly to try and keep the parts together because a washer or some part was missing. I called the U-haul store and asked if they could fix it or deliver a new tow dolly. They told me that they were extremely busy and didn't know if they would be able to fix it that day and they couldn't get us a new one. They said I could take the tow dolly to their southside location and wait there to get it fixed, but they said it could take a while there too. I asked if somebody could come fix it on site, and they said they have roadside emergency assistance but they weren't sure how long that would take either. I called the emergency assistance line, waited on hold, got through to an agent, and requested assistance. A man came to fix it about 1.5hrs later. He fixed it, and by this time it was late afternoon again. I called and made a formal complaint with U-haul after we moved on Sept 13, 2012 and they said somebody would contact me within 3 weeks. 3 weeks passed, I called on Oct 4, 2012, and an agent told me that there was a note on my file that an employee had left a message with me. I never received a message from a U-haul agent on my phone. The agent transferred me to this employee's number, I got through to this employee who said that she has never seen my case, upon which I briefly summarized my complaints, whereby she then said again that she has not seen my case yet but that she "would remember a case like that". She told me that she would look into it and get back to me by the end of that day. We confirmed my contact number and she had the right number. I did not get a call back that day. I called back the next day, Oct 5 2012. The employee said she hadn't looked at it yet but will get back to me by the end of that day. She left a message that day saying she had a resolution. I called back within 10 minutes of the message, got no answer, left a message. No response that day. I called her on Oct 9, 2012, left a message as there was no answer. I called again that day, reviewed the case with her again, she said she could refund me for the tow dolly but that's it, as the adapter "does not impede the vehicle" and it's "not a government regulation" that their trucks have working adapters. She said she would investigate further the adapter getting fixed at the two different uhaul sites and call me back. I called back Oct 16, 2012, no one answered. I called back today, Oct 18 2012, and she said the same things and only refunded me for the tow dolly. Overall, it was a completely unprofessional experience, the employee told me it was "not necessary to get upset about this". At the very least, please respond to consumer complaints within the time frame that you dictate.

Review: I rented a truck from U-Haul and I received a call from [redacted] at U-Haul informing me that the original pickup location did not have a truck for me and I would have to pick up a different size truck then the one I had originally ordered. [redacted] told me that I would receive a $50 credit. I said that would be ok and went to pick up the truck. When I arrived at the second U-Haul location, there was no $50 credit on the account. The clerk [redacted] told me that I needed to speak with [redacted] (Traffic Control Manager). He also informed me that I would be getting a $50 credit on my Credit Card. When there was no credit on my credit card I called the corporate office at ###-###-#### and spoke with a lady named [redacted] extension [redacted] and she assured me that she was processing the $50 credit and it should appear on my credit card in a few days. STILL NO CREDIT. I called U-Haul corporate office and spoke with [redacted] and he informed me that the credit was denied. I was told by 3 U-Haul employees that I would receive a $50 credit and now they do not want to give me this credit.Desired Settlement: At this point I should be refunded for my entire rental in the amount of $119.93. This was bait and switch and there are too many truck rental companies to use than to deal with people that lie to their customers.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $50 was issued back to Mr. [redacted]’s [redacted] account on June 6th. 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,[redacted]Executive AssistantU-Haul International

Review: I RENTED ONE OF THEIR TRUCKS,ABOUT 2 HOURS AFTER PICKING IT UP,IT BROKE DOWN,THE ONLY THING I WAS ABLE TO GET WAS MY CHAIR AND AVACUM,I CALLED THEIR DISPATCH NUMBER ALL EVENING,FINALLY THE NEXT DAY I GOT SOMEONE TOLD THEM WHERE I WAS,THEY NEVER CAME,I HAD TO STAY IN THE TRUCK TWO DAYS AND I'M DISABLED ,I HAD TO DEPEND ON STRANGERS PASSING BY TO USE THEIR PHONE BECAUSE I DON'T HAVE A CELL PHONE,I CALLED AGAIN,THEY SAID THEY COULDN'T FIND ME,AGAIN SAMETHING ,I LITERALLY HAD TO STAY TO STAY IN THE TRUCK BECAUSE OF MY THINGS ON THEIR,I WOULD GO USE THE BATHROOM IN THE DAY AND EAT AND SLEEP ON THE TRUCK,IT WAS ONLY TWO ITEMS BUT I HAVE RECENTLY HAD ITEMS STOLEN SO IT MEANT MORE TO ME,I CALLED AGAIN ,UESED A STRNGERS PHONE,HE GAVE THEM DIRECTIONS AND THEY ASKED ME FOR HIS PHONE NUMBER ,HE SAID NO AND I DIDN'T KNOW HIM ,I WASN'T STAYOING WITH HIM SO HE COULD KILL OR RAPE ME,I CALLE DEBRYTIME I COULD I GAVE THEM MY COUNSIN'S NUMBER TO CONTACT HER IF THEY HAD ANY IDEAS AND SHE COULD TELL THEM HOW TO GET THEIR,STILL THEY NEVER SHOWED UP.I ASKED THE CUSTOMER SERVICE REP AM I GOING TO BE CHARGED FOR THIS SHE SAID NO,I FINALLY GOT A PHONE AGAIN AND CALLED TRIPLE AAA ,THEY FOUND ME,NO PROBLEM,HE HOOKED UP THE TRUCK,SWIPED MY CARD AND DECLINED ,UHAUL TOOK THE MONEY OFF MY CARD,HE UNOOKED THE TRUCK,I CALLED AGIAN,THEY STAILL DON'T KNOW HOW TO FIND ME,I CALLED AGAIN,AGAIN AND AGAIN,THE TRIPLE AA GENTLEMEN SAID HE WOULD SEE WHAT HE COULD DO.2 DAYS LATER TRIPLE AAA GOT THE TRUCK STARTED(BAD BATTERY ,LOOSE WIRE) AND I IMMEDIATELY DROPPED THE TRUCK OFF,AFTER 9 DAYS,I DROPPED IT OFF ON A TUESDAY,CONTACTED THE CUSTOMER SERVICE PERSON,THEY STILL HAD'T CHECKED THE TRUCK IN ,AND SHE SAID SHE DIDN'T KNOW WHY,AFTER A WEEK THEY STILL DIDN'T CHECK THE TRUCK IN,IT TOOK A WEEK AND 2 DAYS BEFORE THEY CHECKED THE TRUCK IN,THEN WHEN I TRYED TO SPEAK WITH THEIR DISTRICT OFFICE ,THEY ALL OUR SARCASTIC,DISTRICT MANAGER SECRATARY WON'T TAKE THE CALL,OR RETURN CALLL,I HERE THEM CRACKINGJPOKES IN THE BACK OF THE PHONE,CUSTOMER SAYS I SIGNED A PROMISSORARY NOTE SAYING I OWE $1200 ,I NEVER SIGNED OR SAID I OWED OR WAS PAYING FOR ANYTHING,THEY WEREN'T SUPPOSE TO TAKE MY MONEY OFF MY CARD,UNTIL THE TRUK CAME BACK,THAT IS THE SET UP FOR ALL THEIR FACILITY'S ANDI'M NOT PAYING FOR A BROKE DOWN TRUCK THAT I HAD TO STAY IN FOR 8.5 DAYS AND THEN I CALLED CORPORATE OFFICE LEFT A MESSAGE FOR THEIR AMERCO SITE,THEN I CALLED EDWARD SCHOEN AND JOHN C.TAYLOR'S OFFICE SPOKE TO THEIR ASSISTANTS TOLD THEM WHAT HAPPENED THEY SAID THEY SEE ,AND THAT SHOULD HAVE BEEN HANDLED ,THEY BOTH HUNG UP ON ME AND NEVER CALLED BACK AND I GAVE THEM THE NUMBER WHEN WE FIRST BEGAN TALKING BECAUSE I WAS TRYING TO LEAVE A MESSAGE FOR THEIR BOSSES,I THEN LEFT A EMAIL AND VOICE MAIL FOR TO MORE EXECUTIVES,SEBASTEIN RYES AND ROBERT T. PETERSON AND NOT ONE OF THE FOUR OR THEIR ASSTIANTS CALLED ME BACK...SO THEY LEAVE A DISABLED WOMAN STRANDED ON A DARK ROAD FOR DAYS AND NIGHTS SO SHE CAN GET MURDERED,RAPED OR WHATEVER AND THEY ALL IGNORE IT!!!!!!!Desired Settlement: I WANT MY MONEY PUT BACK ON MY CREDIT CARD,MY NAE TAKEN OFF THE LIST AND A APOLOGY!!!!!!!!!!!!!I COULD BE DEAD AND THEY WOULDN'T HAVE EVEN BLINKED!!!!!!!AND THE EMPLOYEES ACT LIKE THAT BECAUSE THE EXECUTIVES DO AND I DIN'T PLACE MY PHONE NUMBER ON HERE BECAUSE WHEN THE DISTRICT OFFICE HAD IT ,I KEPT GETTING HANG UP CALLS AND I COULD HEAR THEM IN THE BACKGROUND,SO I'M NOT GOING TO TAKE ANY MORE ABUSE FROM THEM!!!!!!!!!THIS COMPLAINT HAS TO DO WITH THEIR LOCATION ON TARA BLVD IN JONESBORO,GA AND THEIR DISTRICT OFFICE IS IN COLLEGE PARK ,GA...

Business

Response:

September 16, 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 Western GA, has attempted to reach Ms. [redacted], however, she found that the telephone numbers listed to be non-working numbers. Ms. [redacted] can reach Ms. [redacted] toll free at [redacted] or direct at ###-###-####. Ms. [redacted] looks forward to addressing Ms. [redacted]’s concerns and reaching a fair resolution.

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.

[Provide details of why you are not satisfied with this resolution.]I DON'T ACCEPT THIS BECAUSE ,MS.MILLER IS THE PERSON,I KEPT CONTACTING ,WHO WOULD NEVER ANSWERED WHEN I CALLED,WHOSE OFFICE WAS LAUGHING EACH TIME I CALLED AND WHO PUT ME DOWN WITH A PROMISSARY NOTE,I STATED IN MY COMPLAINT I WANTED TO SPEAK WITH CORPORATE OR SOMEONE ELSE,I 'M NOT SPEAKING WITH THE PERSON OR EVEN TRYING TO CONTACT SOMEONE WHO GAVE ME A HARD TIME,SO SHE CAN GIVE ME A HRAD TIME AGAIN ,I WILL NOT BE MADE A FOOL OF AGAIN BY HER OFFICE,I WOULD RATHER GO TO THE MEDIA,IF I CAN'T SPEAK WITH SOMEONE ELSE AND ACCORDING TO THEIR OFFICE MY CARD SHOULD HAVE NEVER BEEN CHARGED TILL I RETURNED AND SINCE THEY KNEW I WAS A BREAK DOWN ,IT SHOULD HAVE NEVER BEEN CHARGED AT ALL AND THAT IS ACCORDING TO THEIR POLICY....SO ACTUALLY THEIR IS NOTHING TO DISCUSS BECAUSE THEIR COMPANY BROKE THEIR POLICY ON TWO ISSUES AND I DEALT WITH SOMEONE WHO WAS MAKING A JOKE OUT OF MY ISSUE..

Regards,

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western GA regional office, reviewed the information Ms. [redacted] provided. She reviewed the notes in the breakdown call as well as what was documented on the rental contract in regards to trying to reach Ms. [redacted] and retrieve our truck. Ms. [redacted] did send an email to Ms. [redacted] requesting a call to personally address her concerns, however, Ms. [redacted] emailed Ms. [redacted] back advising her she did not wish to speak to her. Please be advised our service providers we sent to assist Ms. [redacted] could never find her with the location information she provided, nor was there a way to reach her by phone. Ms. [redacted] had the truck for 18 days. When she did return the truck she indicated she left the key under the mat in the truck. Our trucks do not have floor mats. Once the truck was returned, Ms. [redacted] relayed that it continues to be rented with no mechanical issues. After a review of the information at hand, Ms. [redacted] also relayed that 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

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.

Regards,

tALL OF THAT IS A LIE ,I DIDN'T HAVE THE TRUCK FOR EIGHTEEN DAYS IT TOOK THEM A ADDITIONAL 9 DAYS TO CHECK THE TRUCK IN AND I SAID UNDER THE SEAT ,THIS IS WHY I DON'Y WISH TO TALK TO HER BECAUSE SHE IS A LIER.THEY SAID THEY COULDN'T FIND M,E,THEIR NEVER CAME TO THE LOCATION,ALL OF THEIR CALLS ARE RECOREDED AND I WOULD LIKE THE RECORDINGS PULLED WHERE I CALLED,WHERE I SPOKE TO CUSTOMER SERBICE AND THEY SAID I WOULDN'T BE CHARGED BECAUSE THEY COULDN'T FIND ME AND WHERE I TURNED IT IN AND THE OPERATOR CALLED TO ASK THEM WHY THEY HADN'T CHECKED IT IN,I ALSO HAVE AAA THAT SAID THE BATTERY WAS DEAD AND A WIRE WAS LOSE,OF COURSE IT WORKS NOW(THEY FIXED IT )YOU'D HAVE TO BE STUPID NOT TO UNDERSTAND THAT,I WILL JUST GO THE MEDIA AND HAVE THEM LET THE PUBLIC KNOW HOW UHUAL NEVER SHOWED UP,,AND YOU TOOK MY MONEY BEFORE YOU WERE SUPPOSE TO AND YOU LEFT A DISABLED WOMAN STRANDED,LAUGHED AT HER,TOOK HER MONEY AND CONTINUE TO LIE AND ALL TAPED CONVERSATIONS WILL SHOW THAT...

Review: On 10/15/2014 I received an email informing me that I was late returning a truck I rented. I WROTE AN EMAIL SAYIN THEY HAD THE WRONG PERSON! I was shocked that the truck WAS in my name with my old address I hadn't lived at for almost 3 years. I called the customer service number and frantically sent emails, the emails warranted no reply when I informed them that I never rented a vehicle recently, ask for ID, did they have cameras, to call the police when they return. I spoke to UHAUL customer service Noel,10/26 and [redacted] approx. 10/15/2014 after I did not get any other responses. [redacted] informed me the person finally returned the vehicle late, they had the vehicle for 3 weeks, costing $1000,according to the the email I received. UHAUL NEVER CALLED THE POLICE AND [redacted] INFORMED ME THE PERSON HAD A PA. LINCENSE AS SHE CHECKED THE INFO AFTER I ASKED,SAH ALSO ATTEMPTED TO GETMY LICENSE FROM ME , SO I COULD BE COMPRPMISED FURTHER I INFORMED THEM I DONT KNOW ANYONE IN [redacted], DONT KNOW WHERE IT IS AND NEEDED ASSISTANCE FROM UHAUL TO STOP THE PERSON FROM USING MY INFO AND TO REMOVE ALL OF MY INFO FROM THEIR COMPUTER SYSTEM. TO DATE I HAVE NOT HAD ANY MORE ASSISTANCE FROM UHAUL AND PLAN TO SUE THEM FOR ALLOWING THIS TO HAPPEN. I HAVE THE EMAILS AND BILL.Not Returned UHaul EquipmenT[redacted] 10/25/14Dear [redacted], We have attempted to reach you using the information you provided at the time of your rental, but have been unsuccessful. Our records indicate that your contract has not been completed. Equipment: (1) Pickup Truck (#[redacted]) Location: [redacted], PA Date Dispatched: 10/04/2014 Please reply to this correspondence with: 1) Name on the contract. 2) Name of the location where you returned the equipment. 3) City and state where you returned. 4) Date equipment returned. 5) A phone number where you can be reached for any further questions.Desired Settlement: MY INFO ERASED PERMANENTLY WITH PROOF AND I STILL WANT TO SUE THEM BECAUSE UHAUL HAD NO CONCERN OR REGARD FOR MY INFO OR ID THEFT AND IM FURTHER CONCERNED IT WONT STOP, FOR MYSELF OR OTHERS. SOMONE ALSO NEEDS TO INVESTIGATETHE WORKS/STAFF SELLING PEOPLES INFORMATION OR USING IT THEMSELVES.

Business

Response:

February 15, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted]’s information to our office.

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and has corresponded with her by email with the most recent being the following:

Good afternoon, I understand your concern in regards to how I got your number, but I have your number from your [redacted] complaint. I was hoping we could talk so I can help resolve the issue for you. If you get time and would like to discuss your problem, please call me at ###-###-####. I would be more then happy to help address your concerns. Have a great day! [redacted] Executive Assistant U-Haul Company of N. Philadelphia Office: ###-###-#### Extension:[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: On January 19st, I rented a 17 foot truck from U-Haul Moving & Storage at 12804 50th St. We drove the truck home with no problem, but then were unable to start it again and we're forced to calling U-Haul's towing service. It took until the next day for the truck to be towed, over 12 hour total, during which time it sat in the parking lot outside my apartment building. I was not there when the truck was picked up, nor was any member of my family. I had been told I did not need to be, and had in fact rented a different 14 foot truck to replace the broken down one and complete my move. I returned the second with more gas in it than it has originally held. Moreover, I was given a deal on the truck rental due to the number of problems I had. One of these problems was the fact that U-Haul was not removing the pre-authorized payment for the first truck from my credit card, thus tying up 83.22 of my funds and making it impossible for me to pay for the second rental. They eventually refunded this manually, and I was able to pay for the truck. All was supposed to be said and done, and I left thinking that the U-Haul team had been extremely helpful to me.On Janary 28, a new charge of $63.00 appeared on my credit card, again from U-haul. When I contacted their Alberta regional office, I was informed that I had we had been seen siphoning gas out of the truck, and has thus been charged for it. I, of course, disputed this charge, but the regional office would not remove it, nor would they believe me. In all the times I was on the phone with that U-Haul location from the 19st to the 22rd, trying to get this fiasco fixed, never once was I accused of such, nor was I accused of such when I tried to contact the garage the original truck had been hauled into.I have been accused of a theft I did not commit, all members of my family having the alibi of using the second truck we rented at the time to actually complete our move, and cannot get this charge off my credit card. No one at at U-Haul number will help me.

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $63 removed from my credit card and an apology issued. We were told to leave the first truck where it was by multiple U-Haul employees at that location and did as told. If someone siphoned gas from it in the twelve hours it took to be towed, that is not my problem, and I should not be charged for it. This entire thing has been a fiasco.

Business

Response:

February 4, 2013

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

Ms. Mandi DeCarlo, our Executive Assistant for the U-Haul Company of Southern Alberta, followed up on the information Mr. [redacted] provided. She informed our office that the tow truck driver that was sent out to retrieve our U-Haul truck, contacted Ms. DeCarlo’s office and advised them that he witnessed Mr. [redacted] siphoning the fuel from the 1st truck. Ms. DeCarlo relayed this information to Mr. [redacted]. Although we stand by what our tow truck driver relayed, in the interest of customer good faith, Ms. DeCarlo advised Mr. [redacted] that she issued a refund for the fuel.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution would be satisfactory to me.

I would like to point out that the tow-truck driver identified the individual who siphoned gas from the truck as a woman, and that such information was relayed to me in the conversation

mentioned in your previous letter. It was stated that an refund would be issued to me only after I:

1. Pointed out that my name is [redacted], and I'm male, which makes me impossible to identify as a woman.

2. Pointed out that everyone who came in contact with the truck in my family was male, and therefore are impossible to also be identified as women.

3. That there is a security camera on the lot where the truck was parked that could verify it was not me or any member of my family who siphoned gas from the truck.

There was absolutely no "good customer faith" involved. I was treated as a liar the entire time, despite the fact I could offer proof to the contrary. The U-Haul representatives would never once consider that it might have been someone else that siphoned gas from the truck, despite the fact the truck had been waiting to be towed for hours in what is considered a high crime district.

However, I will accept the refund and consider the matter closed when the funds are returned to my credit card. It goes without saying that I will never use this business again, and will caution my friends and associates not to do so.

Regards,

Review: This complaint has to do with U haul Company of Western NY. I reserved truck on July 16th for Aug. 3rd move. I was called on Aug 1st and told there would be no truck available until Monday the 4th. I accepted the new reservation and hired movers to help with new date. our free help couldn't help on Monday. I called Saturday to confirm our new Monday reservation and was told via phone the truck would be ready at 7:30 am.

On Monday, after receiving a reservation confirmation, my husband went to get the truck and was told it needed repairs. Another truck had to be issued leaving the movers we paid for at the house with no truck to move furniture on. My husband was delayed until a truck could be picked up from another location. I called to complain that there was now a second delay in our moving plans and I was hung up on by a manager. I lodged a formal complaint with the company and was told I would be contacted within 3 days. When I was contacted, a man left a 2 minute and 33 second voicemail stating U Haul did nothing wrong and that I never spoke to anyone at the local U haul store where the truck was picked up to confirm the truck would be available. I have the voicemail saved. Many other details of the issue were incorrect in his voicemail. I returned the call and was not provided an opportunity to correct the errors. He did not acknowledge the manager that hung up on me, which is what the complaint was about-not the delay in getting the truck. He was argumentative and threatening over the phone-he said if I contacted the Revdex.com, there would be nothing done because they did not violate any policy. I was uncomfortable speaking to him.

U haul failed to refund $50 reservation fee on invoice as they stated they would. There is still no refund on the credit card and it has been over 2 weeks.

When we returned the truck, the U haul in Queensbury had no record of my husband taking the truck. They told us it was in the system as if a Uhaul employee was driving it to another location. We could not be issued a proper receipt as a result, even though we paid in full, upfront. I insisted that my husband gets something in writing and we were issued a handwritten receipt stating the condition of the truck and truck number. I called the same person who left the lengthy voicemail he returned the call and maintained there was no issue, he could see it in the system and my return of the truck should be fine. I also called dispatcher at an 800 number to confirm, since I didn't trust the man on the phone after the way he spoke to me.

U haul called me today on on 8/23-they asked when I would be returning the truck (same truck returned on 8/7). There was no record of the return. After being on hold for 8 minutes I was told there was no problem and everything was fine. When I asked for something in writing to that effect, I was told they would have to look into it and get back to me in a couple of days.Desired Settlement: Due to multiple failures with contract in question and the customer service issues I experienced, extra money I had to spend hiring movers (which then damaged my furniture), I am requesting a full refund.

Business

Response:

August 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information [redacted] provided and sent her the following email:

Good Morning [redacted], I am reaching out to you in regards to the customer objection and the voicemail you left with your recent U-Haul contract. I did leave you a voicemail yesterday but I have not heard back from you so I am trying your email. I do apologize for all the inconveniences associated with your rental, I understand moving the date can cause extreme changes and disruptions when moving. I have discussed this situation with our Marketing Company President and we will honor your original request for compensation; $210.00 for moving help and $50.00 for the reservation guarantee for a total of $260.00. I will be refunding this back to your credit card that was charged. Once again, I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564

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.

It does not address the underlying issues with my contract and in addition to everything that went wrong with contract with U-HAUL, I learned today my UHAUL storage unit has a leaky roof which resulted in damage/destruction of some of the items within the unit. In their correspondence with me, UHAUL of Western NY passed the blame of their negligence onto the Queensbury location and failed to provide any response to my customer service concerns.

Regards,

Business

Response:

September 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our custome[redacted].

[redacted] our Executive Assistant for our Western New York Regional Office, reviewed the recent comments from [redacted] and sent her the following email in response:

Good morning [redacted], I am writing in regards to your recent letter to the Revdex.com. I have rediscussed your situation with our Marketing Company President and our resolution still stands. I do apologize for all the issues and inconveniences associated with this rental. On 8/4/2014 you called and spoke with a Customer Service Representative requesting that more than just the $50.00 Reservation Guarantee be provided, you were requesting that some of the moving help cost be covered by us as well. On 8/6/2014 you advised Area Field Manager [redacted] that you wanted $50.00 plus $210.00 for movers. On 8/25/2014 I left a message advising I would honor that request and when I did not hear back from you I processed that refund on 8/26/2014 and sent you and email in regards to it. Your original request from 8/4/2014 was honored. In regards to the issue with the length of time it took to get a receipt, I do apologize. As I did advise the dispatching location did make an accident and put the wrong truck on the contract however the receiving location could still have closed this out and provided you a receipt. I am not "passing the blame"on Queensbury as you indicate in you letter I am simply stating the dispatching dealer is not at 100% fault for them being unable to close out the contract and provide you a receipt. You were not overcharged for this and ultimately you did get a receipt, I am sorry for the length time it did take for you to receive that receipt. Ultimately you were able to complete your move and we did provide a refund for the issues caused. We are considering this resolved on our end. I am sorry about the leak in your storage unit, as I have no authorization in that area of New York I cannot open an insurance claim nor resolve that issue for you. However, I can put you in contact with the office that can if you need assistance with that. Once again I am sorry for the issues associated with this rental. Please let me know if you need to be put in contact with a representative in U-Haul of Eastern New York. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [redacted]

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: Despite repeated request would not provide any written proof or acknowledgement of return of the rented equipment. Would not honor valid U-Haul certificate towards the rental and would not permit me to speak to a manager.

Product_Or_Service: Rental of auto dolly

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

1. Honor valid certificate presented.2. Provide written evidence of return of equipment in good condition.

Business

Response:

February 7, 2013

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

Ms. Davina Bean, Senior Staff for the U-Haul Company of Eastern FL, followed up on the information Mr. [redacted]s provided. She informed our office she spoke to Mr. [redacted]s and offered her apology for the inconvenience he experienced and assured him she would address his concerns with our GM of our U-Haul Center. She also mentioned that VIP Certificates had been applied to Mr. [redacted]s’ rentals.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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 had my belongings shipped from [redacted], Tx to [redacted], CO. I was told it will take 7- 9 Business days. I dropped my POD off on February 2013, and it was suppose to be dropped off at [redacted], [redacted], CO. As of March 01, 2013 it has not arrived. I have contacted Uhaul customer service & the actual drop off location for my belongings several times (at least 5-6 times). Nobody seems to know where my belongings are. I didn't realize that this was a mom & pop operation. I assumed that Uhaul could call the third party that they use to ship customers belongings to find out where the customer's belongings are. From my understanding, my POD was going directly to my drop off location and not taken from warehouse to warehouse.

Sincerely,

[redacted]Desired Settlement: I want my belongings

I want Uhaul to pay for my belongings to be driven to my apartment

I want Uhaul to pay for movers to unload my POD into my apartment on the date and time I decide

I want Uhaul to give be a 5% discount on the total cost of my POD for each day (including non-business days due) that my belonging are not moved into my apartment.

Business

Response:

March 4, 2013

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

Our records indicate Ms. [redacted]’s U-Box was delivered today to our S. Santa Fe U-Haul location in [redacted] and a manager would be contacting Ms. [redacted] to make arrangements.

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: Yesterday I purchased about 200$ worth of moving supplies online from the U-haul website. Order #[redacted]. I have been calling the local u-haul store that the website told me I could use for store pick-up, and they will not arrange for me to pick up my goods. They will hardly even speak with me. They keep telling me they will just call me back but they do not. I called the general customer service line and they said they would contact the store for me, but nothing has happened. I tried the online chat, but still nothing. I have spent over 2 hours on hold just today.Desired Settlement: I just want my moving supplies. I ordered them for store pickup specifically so I could get them before the holiday weekend. This is absurd. I just want someone to get my order together so I can drive down there and pick it up. Perhaps implementing a competent customer service system as well.

Business

Response:

July 10, 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 contacted Mr. [redacted] and left a message offering her apology for any inconvenience he has experienced and also explained his box order has been ready for pick up since July 2nd. She provided the store hours and her telephone number if he had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Essentially, I had to go take care of it in person because the U-haul customer service is incompetent and non-existent.

Regards,

Review: On Thursday June 29, 2012 in the A.M. I rented a U-Haul truck from this location at [redacted]. We were traveling from St. Louis, MO to [redacted], GA which is about a 785 mile drive. While on the highway, the truck had some type of oily pink fluid pouring into the cab's passenger side coming from under the hood of the truck and leaking out thru the door onto the steps to get in and out of the truck. There was a smell that came from this fluid that was very unpleasant and sickening. We pulled over to clean the puddle of fluid out and to get rid of the smell. Once finished, we continued out travel down the highway. Within the next hour maybe sooner, I started smelling the same smell and looked down to the floor and there this fluid was again pouring on the floor again from under the hood. Again we pull off of the highway and cleaned. This continued the whole trip. After some hours had passed I call into the customer service number at 800-go-uhaul and spoke to a representative to advise of the issue we were having. they transferred me to roadside assistance. I spoke to a lady and gave her the issue we were having with the truck leaking fluid. The rep advised that if the gauges on the dash board were not off or showing signs of something wrong, then things maybe ok but to keep a close eye on them since she did not know where or what the fluid was. We again got back on the road and this fluid starts again and this smell has arrived again. The smell of this fluid has now made me sick to where there was no appetite and I was sick to the stomach the majority of the trip and after the trip I had no appetite or 2 days. This trip should have take us 13-14 hours instead it took 18-19 hours for us to arrive to our destination due to the constant stopping, cleaning, and getting sick. I have called everyday about this issue since 6/27/12, the day the rental contract started. I have had to receive medical attention since this incident and the cost of cleaning this p

Product_Or_Service: UHAUL RENTAL

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Refund

I would like to receive at least halef of my money back due to the inconvience of travel and due to being sick and having to receive medical attention. I am tempted to seek legal assistance for full reimbursment plus some if this can not be done. I feel that this was very unfair. The mechanic & manager should have known something was wrong with this truck before having me pay $900 and renting it out. All I have heard is "there is nothing we can do" and im not happ

Business

Response:

July 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Saint Louis, followed up on the information Ms. [redacted]provided. He informed our office he sent Ms. [redacted]a letter offering his apology for the difficulty she experienced during her move and addressed her concerns. The body of his letter is as follows:

You are asking for half of your money back and after looking into the matter, I'm not sure why. I understand in an effort to make you happy, [redacted], the GM at my East Alton store offered you $100.00 and you refused. After looking into the situation, I can’t agree to give you any more. Here's what I found:

1. You dispatched at 8:00 am on June 28. You called the road service number at 10:00 pm same day to report the issue, but declined assistance. You just wanted someone to be aware of it. The next call you made was not until July 1, after you were already in [redacted] and done with the truck. You asked for someone from U-Haul to come pick it up. Since the truck was safe to drive, you were instructed to take it back to the Dealer in town. In your letter to the Revdex.com, you said you had to seek medical treatment. There is no record of you reporting being ill to the operator on that call, nor was it reported at the time of equipment return. Still, I will be happy to reimburse you for your out of pocket expense for the doctors visit and any medications purchased as a result of this. You can send me a copy of the receipt(s) and I will take care of it asap.

2. The truck was dispatched with ¾ tank of fuel. Although at the time of pick up, you agreed to return it at same, it shows that the tank was empty upon turn in in [redacted]. * note: please be aware that there is an outstanding bill due to U-Haul from you for $174.00 for the fuel and service. You should be receiving instructions on how to take care of this in the near future.

3. I discovered that the rate from St Louis, Mo to [redacted], Ga was supposed to be $935.00. I am not sure why, but you were given $280.50 off of this price (a 30% discount) and rented the truck for just $654.50. Also, I know we sent you over the bridge to pick up the truck 12 miles from your preferred pick up location, but this saved you an additional $50.00 as unlike in the State of Missouri, there is no sales tax charged in the State of Illinois.

Thank you for taking the time to make me aware of an opportunity. Please forward your related medical receipts to me at your convenience so we can get this matter resolved.

Sincerely,

[redacted], President

U-Haul Company of St. Louis

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