J.R.J. Tara Corporation

Review: My fiance and I rented a truck from Uhaul from Tampa Bay Florida to Newark, New Jersey. While on the route to our destination my fiance received a disturbing call from one of Uhaul prior client. The prior client was given my fiance number by one of Uhaul representatives. She was calling asking for an item that she has left behind in the truck. We explained to the prior client that we had no items in the truck and she should contact Uhaul. We kept receiving phone calls and text messages from this client numberous times on different ocassions for roughly a week or so. My first attempt on getting a contact with Uhaul was a nightmare. being transfered and put on hold numerous times until I got fed up and decided to ask one of my co-workers who is an attorney to contact Uhaul for me. They told him that they would try to reach out to him in 3 business days. Three business days pasted and we did not hear anything from them. I decided to take more action on this and called Uhaul a third time. This time I was giving a ticket also that I had to wait three business days. I was basically giving the same run around as the previous three other times. I waited for a phone call for four days and no one ever got in contact with me. I called Uhaul a fourth time to see what was the hold up they finally gave me a number to reach the manager where I had rented the truck from. The manager was trying to work with me but I was already fed up with the dragging around that they made me go through and all the holding time that I had to wasted in order to get this handled the proper way. Once I spoke with the manager who name is [redacted] ID#[redacted], we tried to come to an agreement I had asked for the entire amount I spend with Uhaul for invading my fiance privacy by giving her number to a client. I was told I would receive a phone call back from Mr. [redacted] which I never received I have never had an issue receiving phone calls. Mr. [redacted] decided to call my fiance who agree upon the $100 for them to give to us for us. When I was inform about this by my fiance I tried getting in contact with Mr. [redacted] and he has left work for the day. The next morning I was able to finally get in contact with Mr. [redacted] who advise me that since my fiance had agree with what was giving he could not do anything else. All I kept hearing in I understand Im sorry. It was mission impossible to get in contact with him from being on hold for over 15 min. The problem that I am also having is with the purchase we made we were giving one month free of storage which we were never told that it was only in certain locations that had that special something that I was never told. Trying to speak to someone in Uhaul is very disturbing and unprofressional they put you on hold for over 10 minutes eveytime I have tried speaking with them. I had no other choice but to do this I tried speaking to manager and it got me nowhere and this was my last go at this.Desired Settlement: I would like to have my funds refunded and also would like for the public to know that Uhaul has the worst costumer service and servie I have ever experience with anyone in my life. Thank you

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Ms. Jennifer [redacted], whose name actually appears on the rental agreement.

Mr. [redacted], our GM of our U-Haul Moving and Storage of Tampa, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns and advised him he would review the situation and call him back. When Mr. [redacted] called him back at his office, he did not receive an answer. He was, however, able to reach Ms. [redacted]. In addition to the $100 VIP Certificated issued to her on July 15th, he also issued a refund for $100 as an adjustment back to her Visa account on July 27th, which she accepted as a reasonable resolution. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: To Whom it may concern:I made my reservation March 16, 2013. When I arrived at U-haul in [redacted] to make my reservation, I waited over an hour for someone to help me reserve a Ubox for the end of June. When I approached the counter, a gentleman helped me. He had no idea on how to make a reservation for the Ubox. He told me I would have to wait until the GM -- I think or Manager was available. Im like where is this person and you mean to tell me as big as Uhaul is there is only one person who can help me with the Ubox. It was unbelievable. He told me yes. While I was standing there he called the manager and let him know that I was waiting and the manger yelled back that I had to wait because he was putting a hitch on a customers vehicle and yes the way he answered was in frustration, but Im not sure at what. I just thought it was unprofessional. The location is small so you can hear and see everything. From that moment on it seemed like it was downhill. I waited over an hour like I said, he came and helped me. My reservation was made for Friday June 28, 2013. At that time I also made a reservation for a truck. The week of the move which I believe was a Monday, I got a phone call from The Manager stating that he was sorry, but that there were not any Uboxes available. What do you mean, I made my reservation months ago. He said he understood, but that there were not any Uboxes available in the whole state of Illinois. I was very upset. I asked him what I was supposed to do, Im moving in less than four days and you are calling me now. He told me that I needed to rent a truck and I was like Im driving to Texas with my 10 yr old daughter by myself, Im not doing that, he then told me I could tow a trailer with my car are you kidding me, I have a 2008 Mazda 6 Im not doing that either. I was not prepared to drive 16 hrs thats why I made my reservation so early and reserved a Ubox. What is the point in making a reservation for a Ubox and then one not being ready for you. I was very upset when I was talking to him and he did not have any solutions at the time that I would agree with so I told him I would call him right back to give me a few minutes, I was upset and crying. In the meantime, I called the Ubox department and explained to them what was going on. They did a review and also stated that there were no Uboxes available. I was in disbelief. I called back to the [redacted] location and asked to speak with the manager, he got on the phone and told me that he did some calling around and that there were some boxes that had come in and that I could have one of the boxes. I did breathe a sigh of relief. Im just not sure on the mixup and how you can make a reservation and not have something available. it is still puzzling to me. During my conversation with the manager, I let him know that I would be there Friday morning at 7:00 to pick up the truck with the Ubox attached. That is what my reservation was for and I did not deviate from that time at all. He even told me that they would have it ready Thursday evening. Well Friday June 28 was upon us and this experience keeps getting worse. I showed up a little before 7:00 AM -- waited outside until the doors were unlocked. Approached the counter and a gentleman helped me and I let him know that I was there for my reservation. Low and behold the Ubox with the trailer and truck attached was not ready. There was a lot of fuss and no action. I mean they did not know whether to move me in the truck or what. The manager was like he did not know I was going to be there at 7:00. That just did not make sense to me that is what my reservation was for and we had talked so many times it should have been embedded and set in stone. Needless to say, I had to wait yet again another hour to get out of there and back to my place to meet the movers. The movers were scheduled to be at my place at 8:00 AM and they were there on time and waiting on me. Im paying them by the by the hour and tDesired Settlement: DesiredSettlementID: Refund

[redacted] With all that being said, I am requesting that your company fully reimburses me for my move, for my inconvenience and to help off-set financial shortcomings. Thank you,[redacted]###-###-####

Business

Response:

July 16, 2013

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

[redacted] the Executive Assistant in our Chicago, IL Regional Office informed us Ms. [redacted] has received a refund of $850 credited to her Visa Card.

Because of Ms. [redacted]'s inconvenience Ms. [redacted] also e-mailed her a VIP certificate for $175.00. This certificate can be used 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

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,

From the moment I realized that my belongings had not shipped, I requested a refund. Even when [redacted] called me orginally he asked what I wanted and I told him that if it were up to me my money would be refunded fully and he told me at that time that he could not do that. He told me the most would be $200 is all he could do. From that point I had to complain to get anywhere with them. They agreed to give me an additonal $650 for my inconviences which are so many. They only offered that because the same day I sent the letter to the Revdex.com I emailed [redacted] and he sent me an email immediately which was nonetheless very inconsiderate like matter of fact. [redacted]'s assitant or admin called me last Friday and told me she was calling regading the letter regarding the Revdex.com and asked me again what I wanted to resolve. I told her I wanted to be fully compensated as in the letter. She said she would talk to [redacted] and get back with me. I guess [redacted] is the only person working for the company that I will never be using again. [redacted]'s assitant called me Monday and let me know that they could offer me VIP gift certificates in the amount of $175 to use for future purchases. Which they emailed me right away. The thing is that is not going to satisfy when I feel like I should be compensated and do not plan on using this company ever again. Are you kidding me? I told his assistant that this is not solving the issue and what I am requesting. Why give me something that I can only use at a company that I do not plan on using ever again. I just finally got my stuff after several trips and missing work. I finally moved out of that Ubox this past Sunday which was the 14 of July. My stuff should have shipped on the 28 day of June and I should have had my stuff a lot sooner than now. So no, gift certificates are not an acceptable offer.

Thank you,

Business

Response:

July 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Shore Chicago, reviewed the information Ms. [redacted] provided. She informed our office that their refund for $850 as an adjustment on the rental is more than 3/4 of the U-Box shipping costs and feels the refund is a fair resolution. In addition to the refund, the VIP Certificate for $175 was to give Ms. [redacted] the opportunity to allow U-Haul to redeem itself in the future. We feel the Certificate can be of great value to Ms. [redacted] and is valid for 2 years. Ms. [redacted] relayed that no further refund would be issued.

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.

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.

[I need them to check and see if I can use these certificates for my storage rental. I have a storage at Uhaul in [redacted] at [redacted]. As I stated before, I do not plan on using their services. The only reason why I am using them for storage is because I have used them in the past with no problems. So please check and see if I can use them for storage purposes and I will settle with that.

Regards,

Review: To whom it may concern:

I rented a U-Haul 26' truck (contract #[redacted]) on August 18th and experienced numerous problems that hindered my move from Muncie, IN to Ames, IA. The truck didn't have air conditioning--which made it almost unbearable while driving during a heat index of around 100 degrees. I also had issues getting the truck started since the day I picked it up. It would start about only 2 out of 3 turns of the key, and when it did--there'd be a pretty strong burning smell that would make it's way through the vent and into the cab and then dissipate.

On Tuesday (Aug 20th) I left Muncie, IN, in hopes of making it to Ames to unload that night. The ABS warning light was on during the entire trip and there were random times (once ever hour or so) when the brake warning light would flash and then go away. After getting gas in Knoxville, IL, I couldn't get it started. The burning smell coming from the engine became more prominent after each attempt to start. After the 5th attempt, I called the U-Haul repair hotline (###-###-####). I let the know about the issues the truck was having and that I was stuck between two gas pumps with a truck that smelled like it was burning up. They called back to let me know that they dispatched a mechanic to my location but it was going to be about an hour. They gave me U-Haul repair reference #[redacted].

An hour and fifteen minutes later, the mechanic showed up. He went under the hood and was able to get it started. The truck, again, was giving off a very strong burning odor that eventually dissipated. The mechanic mentioned that the A/C clutch had gone out or was going out and suggested that it would make its way to Ames, IA (250 miles), but recommended that I leave it running the entire time--which I reluctantly did (even while getting gas). We made it to Ames close to midnight (Central Time) and I shut the truck off and went in without unloading.

I had to take Wednesday (Aug 21st) off from work so that I could unload the truck. When we finished unloading, I attempted to start the truck up to return it to the local U-Haul station, but I couldn't get it started. I again called the repair hotline and they gave me a new reference number (#[redacted]). They dispatched someone from Bud's U-Haul and Service Center. He arrived 15 minutes later and quickly determined that the truck was dead and wouldn't be safe to drive even if he could get it started (perhaps due to the burning odor and what was left of the A/C clutch, belt and wiring around it). He left and came back with a bigger truck and towed it away.

The individual at Bud's U-Haul and Service Center was prompt and very kind. The individuals I spoke with from the U-Haul hotline were very courteous and seemed to be very understanding and apologetic regarding the situation. However, I feel as though I should receive some sort of reimbursement of the $1,050 it cost me to rent the troubled moving truck. There was no A/C (as advertised), it was quite stressful to travel (at night and on the interstate) in a truck that was near the point of breakdown, and I was forced to take a day off in order to unload my possessions because of the mechanical failure I experienced along the way. Furthermore, I believe the truck should have been better inspected before the point of check-out in Muncie, IN.

I've contacted U-Haul's comment/complaints address but have yet to hear anything back after 4 business days.Desired Settlement: Some type of reimbursement for the $1,050 I was charged for the truck.

Business

Response:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central IN, followed up on the information Mr. [redacted] provided. She informed our office she spoke with Mr. [redacted] and offered her apology for the inconvenience he experienced. She also advised him of a refund for $700 as an adjustment on his U-Haul rental. Mr. [redacted] relayed his appreciation for the way his concerns were handled and the quick response he received. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 June 26,2013 I made reservations to rent a truck and was guaranteed of this truck or that U-Haul would pay $50.00, well they switched the location of the pick-up then they would not have the truck at the desired time, so when I told the [redacted] location about the $50.00 they told me that it was the [redacted] U-Haul that would have to pay but they blamed each other, so I made reservations at another U-Haul location and they failed me to but they credited me $50.00 for there mess up, but not [redacted].Desired Settlement: $50.00 credit for failed guaranteed.

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our East Los Angeles regional office, followed up on the information Mr. [redacted] provided. She informed our office another credit for $50 was issued back to Mr. [redacted]’s Master Card account on September 23rd and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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,

just one concern the credit card that is suppose to be credited has the same number but no longer under [redacted] but under [redacted], will that make a difference?

Review: On September 13, 2013, I spoke with a Uhaul representative, [redacted] ([redacted]) regarding my Uhaul account. I relocated from Alabama to North Carolina and opted to use Uhaul for storing my household items. Because I had started a new job and need to change the date of my original contract from the 23rd of each month until the 30th of each month, I spoke with Mr. [redacted]. Mr. [redacted] assured me that my account would be charged on the 30th of each month beginning with September 30th. However, my account was charge today, September 23rd, which I was not expecting based on the conversation I had with Mr. [redacted].Desired Settlement: In addition to an apology letter, I would like to receive a credit for the monthly services. The unexpected charge resulted in a financial hardship, albeit temporary.

Business

Response:

September 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Northern AL regional office, followed up on the information Dr. [redacted] provided. Mr. [redacted] sent her an email offering his apology for the Call Center Agent not changing the due date for her storage unit. He waived all fees and her rent is paid through November 30, 2013.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a storage unit from 5/30/2013 until 8/1/2013. I paid my June statement a few days late and was charged a $15 late fee. U-Haul sent me a letter with a "Special Offer" stating that the $15 late fee would be waived if I enrolled in auto-pay. I signed up for auto-pay and never received a reimbursement of the $15 late fee. I called customer service on 4 separate occasions, and visited U-Haul in person, to resolve the issue. Each time, the person I spoke with told me they would give my contact information and complaint to the manager, and that I should hear back "immediately." I never received any follow-up. The absence of customer response from U-Haul's Philadelphia managers is incomprehensible.Desired Settlement: I would like my $15 reimbursed.

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 [redacted], followed up no the information Ms. [redacted]provided. She informed our office she spoke to Ms. [redacted]and offered her apology for the inconvenience she experienced and also advised her of a refund for the $15 late 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

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 received a phone call from U-Haul informing me that $15 would be refunded to my credit card. The phone call took place on Sept. 11th at 8:40am. One week later, I have not seen a refund appear on my credit card.

Regards,

Business

Response:

September 24, 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 [redacted] regional office, reviewed the information Ms. [redacted]provided. She informed our office she left a message for Ms. [redacted]to advise her she was sorry the check she issued on September 11th did not process correctly, but that she had issued a refund for the $15 fee back to her [redacted] account ending in 2011 today. The refund should post on her next credit card statement.

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:

[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. The company has issued the requested refund of $15 and the transaction has been posted to my credit card account.

Regards,

Review: on September 14, 2013 due to a messed up made by U-Haul in regards to returning and picking up another truck. A representative over the phone advise me, we could keep the truck we had currently rented with no additional charges. This was followed up by an email received by my niece stating the same thing. Uhaul is now charging my credit card an additional $133.00 for mileage. The email received and the conversation over the phone due not making any exceptions on what will and will not be charged. It simply states there will be no additional charges. Phone conversations with Uhaul customer service has failed to resolve the issue.Desired Settlement: I would like Uhaul to make good on its promise and refund the money charged back to my credit card. I would also like to receive and apology.

Business

Response:

October 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

Dear Ms. [redacted] After investigating your concern, I found that we couldnt find you a 10' truck in Amherst, Virginia. The reservation Manager offered you to keep the current truck you had rented for an additional 10 hours at no cost. Looking at your return receipt it shows we didnt charge for any additional time just for mileage you used while having our equipment. Looking at your contract, you went over your allotted mileage by 304.1 miles. I can not refund you for the mileage. I do apologize for any inconveince that may been endured during your move. Thanks for taking the time to contact us.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As stated in the email you not no additional cost, this would include mileage, which was why the new truck was being rented. If we did not need additional mileage we would not have need another truck. This was made clear to the representative on the phone. Again, I do not believe anyone reading the email sent would know that no additional cost would not include mileage.

Regards,

Business

Response:

October 17, 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 Richmond regional office, reviewed the information Ms. [redacted]provided and advised our office she sent her the following email:

Dear Ms. [redacted] I received your email. The reservation you made in [redacted] was a one-way move. You also had made a reservation to pick up the 10' truck once you reached your destination in Virginia, you were quoted the intown rate of $19.95 and .99 a mile. If you had picked up the 10' your costs would have been $320.91 plus taxes. The email you received said you were getting the truck for an additional 10 hours at no costs. That was for the rental rate not the mileage but I talked to my Traffic Manager and we have decided to spilt the costs of the additional miles. I have credited your card in the amount of $66.90. You should see this credit within 3 to 5 business days. Thanks for taking the time to contact us. We greatly appreciate patronage.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I was over-charged by $211.44. I have been on the phone with U-Haul U-Box division, and while everyone can see there is an error, no one can seem to fix it.Desired Settlement: I'd like to have the overcharge refunded back to me as soon as possible.

Business

Response:

December 5, 20131

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Northern Colorado regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $211.44 as requested back to his credit card on file. 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

Review: I reserved the 6' x 12' trailer four days before my pick up date. I received a confirmation email stating that it was reserved and where to pick it up. Upon arriving at the location to pick it up, I was told that they didn't have it and that I should have called first. However, the reservation didn't say anything about calling - it said that the product was reserved. I had reserved the trailer in order to bring debris from a flooring project to a landfill. Due to U-Haul's failure to comply with their reservation, I was forced to rent a smaller trailer and had to spend more on the landfill since they charge for each drop off and I had to make two trips since I had the smaller trailer and couldn't fit everything in the smaller one.

This is not the first time that I have reserved something from U-Haul only to find it is not available when I go to pick it up. U-Haul should change it's policy and ensure that if something is reserved, it will be there for the customer. I have rented cars many times and never had an incident where a car was not available. Why doesn't U-Haul follow those rental car businesses' lead and have the trucks/trailers available if they are reserved.Desired Settlement: A change in policy ensuring that reservations are honored. The way they are doing it now is false advertising - offering products that are not available.

Business

Response:

January 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Georgia regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Dear Mr. [redacted], We apologize for any inconvenience incurred during your rental experience. When your reservation was made, the rental location in Grayson had the equipment on the lot, therefore the system allowed it to be confirmed, but within the same time period, a transfer was placed on the equipment and it was moved to cover another reservation elsewhere. Once your reservation officially downloaded to the Grayson location they no longer had the equipment available and they assumed that the reservation system would automatically be moved to another location. The location failed to contact you as to the status of your reservation. There is no excuse for the failure on their part to notify you. Due to the added expense on having to make two trips to the landfill, I have directed a VIP Certificate in the amount of $50.00 to be sent to your email address. This certificate is good toward any purchase or rental with U-Haul and is transferable. Once again, we apologize for your bad experience, and hope this small token helps resolve the mistake. Thanks for communicating with us concerning your experience. It helps us in fine tuning our operation towards total customer satisfaction. We appreciate your business and look forward to serving you again in the future. Thanks again, [redacted] Area Field Manager U-Haul 776

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved a uhaul truck for 12/28/2013. The cost of the truck was to be $37.99. According to all the information I saw on the website, it was easy to return anything unused for a full refund. When I called Saturday morning to cancel they said that instead they would charge me a $50 cancellation fee. I objected but they didn't care. There was a box to check acceptance of terms and conditions, but a DECENT and MORAL company with ETHICS would disclse the fact that they are going to charge a person MORE THAN THE ACTUAL PRODUCT if they cancel, instead of burying it in terms and conditions where they know that people are unlikely to see it. This is a RACKET, pure and simple, designed to take advantage of people.Desired Settlement: Refund the BS fee of $50 charged to my card, and STOP the decietful practice of hiding the outlandish cancellation fee.

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $50 as requested back to Mr. [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.

Regards,

Review: u haul has charged me for two day rental when it was turned in on time but they did not get it checked in tell the next day so the charged me an extra day for itDesired Settlement: a refund 57.55 that they owe me

Business

Response:

February 16, 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 North Seattle regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the extra day charges in the amount of $57.55 as requested.

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 wanted to rent a Uhaul to move on Sunday, Feb. 23. When I called into the national call center, I was offered a rate of .49 cents a mile plus cost of truck. When I got the store to pick up the truck, the individual informed me that the truck was booked at .79 cents a mile. I called into the national center again and discussed my issue with them. The representative was unhelpful, and did not correct the situation (45 minute phone call). I had to cancel that reservation and reschedule with another location. After calling back to the national office and reserving at a different location, I drove 30 minutes to get there (45 minute phone call). Once there, the agent working for Uhaul was very unprofessional and lacked the training necessary to perform his duties. I had arraigned a fixed price for the truck with mileage included and the gentlemen working said he could not accommodate that. Then after 45 minutes waiting in his store, he told me that his computer was done and I would need to fill out a paper contract. By doing so it cancelled the flat rate contract I had previously arraigned. When I bring the truck back on Monday, the gentleman tells me that my total was 126.00. I told him that was not correct. After 1.5 hours in his store and on the phone with Uhaul customer service, nothing was resolved and I was told the manager of the Ohio Regional branch of Uhaul would investigate the matter. When I heard back from him, he told be the only thing he could do for me was issue a refund of my deposit less the cost of the truck, so my total refund would be 28.00. I called back to the central office and asked if there was anyway I could be reimbursed for my countless hours on the phone trying to resolve the issue as well as for having to go around town to find a truck. The lady who called me back on this matter said that the most the company could do was issue a $50 VIP voucher in that next time I rent from Uhaul my bill would be less that amount. I told the lady I appreciated the gesture, but after all of the screw ups, I felt that more compensation was needed. I said that after this disaster I will never rent from Uhaul again, so the $50 dollar voucher is useless. Additionally, spending upwards of 5 hours dealing with this issue, I feel that in store credit is insufficient of a remedy.Desired Settlement: Instead of the $50.00 voucher, I am asking for $50.00 or value of the truck, to reimburse for my troubles.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, followed up on the information Mr. [redacted] provided. She advised our office she has spoken to Mr. [redacted] on several occasions regarding this matter. We did honor the cheaper of the two quotes he was given and offered a $50 VIP Certificate to help offset the inconvenience he experienced. She relayed their decision in the matter remains the same. We feel the Certificate can be of great value to our customers as it 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

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.

The $50.00 VIP credit is insufficient for the time and energy I spent trying to defend the contract the I had with Uhaul. Additionally, the price I received for the truck was not a lower rate, but rather the rate I was supposed to be guaranteed. So the offer I make to Uhaul is that either issue a $50.00 check instead of the VIP credit OR issue a check for my gas and expenses ($35.00) I incurred for having to drive to two locations to get the Uhual truck.

Regards,

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, reviewed the recent information Mr. [redacted] provide. She informed our office she left a message for Mr. [redacted] advising him of a refund for $35 and requested a call back to confirm his mailing address.

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Made online reservation for [redacted] location for March 15 at 9:00 for 14 ft. truck. Went to location and truck was not available. Sent me to another location and truck was not available. Was able to get truck at Tallmadge location. Since you have to pay mileage I ended up paying for additional mileage since Tallmadge location is 7 miles further away. Uhaul advertises $50 gurantee if pickup time, location and equipment size isnt as guaranteed. I didn't have the location or equipment but when I called customer service I was simply told sorry and that someone called me at 9:05. I explained I had been in the store at 9:00 and why would someone call me at 9:05?Desired Settlement: I want my mileage reimbursed and the $50.00 guarntee they advertise.

Business

Response:

March 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Akron regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and apologized for the scheduling issue and being sent to three different locations to secure the needed equipment. He also advised her of a refund for the $50 Reservation Guarantee Fee and $20 for mileage. The refund for $70 should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On March 14, 2014 I made a reservation (order# [redacted]) online with U-Haul for a 17' truck. The reservation was set to be picked up on March 29. 2014 at 9:00 am at Mailboxes & Postal Services (Address: [redacted]). The day I went to pick up the truck the employee at Mailboxes & Postal Services told me the truck I had reserved was not available, that the only truck he had available was a 20' truck. I had no other option but to take the 20' truck, I was charged $10.00 more for the 20' truck than what the 17' truck reservation was for $29.95.

U-Haul has a Reservation Guarantee "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 pay you $50." Web Link to reservation guarantee: [redacted]

On March 31, 2014 I called U-Haul to claim the reservation guarantee and it was denied several times. Their reasons conflicted as I was transferred through different departments:

- Because I didn't confirm or called to pick up the truck. (no where in the reservation email it said I had to confirm or call)

- Because I didn't received a reservation confirmed email from U-Haul. (The email I received confirmed the Truck size, date, time and place of pick up)

- Because I cancelled the reservation. (I never cancelled the reservation, otherwise I would pay a penalty fee of $50.00 for "no show")

- Because I made two reservations. (I only made one reservation)

- Because I was charged the same rate of $29.95 for a 17' truck. (The receipt I have from U-Haul shows $39.95)Desired Settlement: U-Haul should stick to the reservation guarantee and pay the $50.00.

U-Haul should also refund the $10 I had to pay extra for the 20' truck.

U-Haul should include exceptions on their website of when the reservation guarantee doesn't apply.

Business

Response:

April 2, 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 Gulf Coast TX regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account in addition to the extra $10 he paid on the larger size truck. Both refunds 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.

Regards,

Review: This started back in November. My boyfriend needed a break control installed on his car. We came to a price and the car was dropped off the next day. Was suppose to be I believe just under 190. I also stated that I wanted them to show me how to use the break controller when the truck was done. The truck was dropped off at 10. By 4:30 they never called the pick up the truck. So I called and was like what is going on? The guy on the other end said um your truck has been done for hours and all the mechanics left. Get there my bill is now 250 for extra man time and no one was able to explain anything. There was like a cover missing off the bottom of the dashboard, no instructions and to boot they install the controller onto the DASHBOARD not under like it is suppose to be. When I went back the next day to get the paper work and what not. I was pretty much told tough st that is how they did it. Mind you the directions tell you how to install correctly. The truck is a lease. We will have to pay for damages. So we proceed to drive from NY to TN to get out trailer. Get there and guess what? It does not work!! Had to drive 800 miles with a trailer and no break control. Got home and my boyfriend takes it back. After 2 or 3 hours they figured out they hooked up all the wires backward! Mind you my boyfriend was there the whole time working on the truck with them! You would think they would at least give us back a couple dollars for the extra man time. Shouldn't of had to pay that because they didn't know what they were doing. So a couple months later the truck needs an oil change. Go to pop the hood and the wires are across the hood release! Pretty much if you pop the hood good chance that you will pop all the wires for the break control. Oh we can provide pictures as well! I contacted u-haul and after two months I have not heard back. So I emailed them and they proceed to tell me my husband went down and spoke with them. Um no he did not?! Someone at the placed lied or the lady I contacted is lying!Desired Settlement: What we want, is the trucks dashboard fixed to the dealers specifications so we don't have to pay for damages when we return the truck and the break controller installed correctly!!!!!

Business

Response:

April 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his apology for any mishaps that happened at our West Babylon U-Haul Center and assured her he will follow up on the situation to help prevent it from happening again. Mr. [redacted] explained the brake controller was fixed and the dash board had to be mounted for it to work correctly.

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.

Regards,

No, the response is bull. One the break controller is suppose to be installed under the dashboard and not on my dashboard. Per their own instruction booklet. To boot the break controller wires are COVERING my HOOD RELEASE which was noticed a couple months after the break controller was fixed. No one contacted us to correct the problem while lied to who ever that my husband went and spoke with the guy about it after we noticed the wires over the hood release. Which he did not! Adding pictures to this. To prove they install the controller wrong! There is plenty on room on the bottom of the dashboard. Since people at uhaul have no clue how to do their job I am also including a photo of a car done correctly. They messed up. Plain and simple.

Business

Response:

April 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office, reviewed the information Ms. [redacted] provided. He assured our office the mechanic that installed the brake controller is excellent at what he does and he installed the brake controller the best way he could. Mr. [redacted] would like to speak to both Ms. [redacted] and her boyfriend to discuss the situation. He relayed that her boyfriend was happy with the installation, therefore, he’d like to personally address the issue with them. Mr. [redacted] left a message and hopes to hear back from them soon.

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 called the day of the rental to reserve a Large pick up (advertised as $19.99) and a car tow dolly(quoted at $54.95)The person gave me a total quote of $84.

Upon arriving at U haul, we were greeted with,"And what is it You want??" I proceeded to give the customer service person my confirmation number and the person looked at us then the clock and said "He'll have to take care of you," and walked off. The next person came in and even with the confirmation number, stated they didn't have that equipment.

It took the person about 10 mins then we were rang up and AFTER I swiped my bank card 3 times the person tells us it's a total of $166. He printed out the paper work, highlighted it,and shows me what I was signing for. He did explain that the money will be held, but I understood it to mean that, when the property was returned, the money would be released.

Fast forward to loading up the car and we decide to eat. After waiting in a VERY long line we order and attempt to pay but my card is declined. I call the bank only to discover U haul had "held" $191!!So now I'm humiliated at the food place, completely broke and had to borrow money to refill the tank so I call U haul's 1800 number again.

The first customer service rep I spoke with had to be asked 7 times to please get me a manager she then placed me on hold without even saying a word. After 30 mins of waiting, I just hung up. So,I get to the rental return and I attempted to explain to the employees what had happened but they both began getting louder and louder. Finally I showed them thev the bank statement and just asked them to please just finish it. The employee rings it up and tells me it was gonna be an ADDITIONAL $166 for a total of $357!!Desired Settlement: I have called everyday or every other day,repeatedly emailed them but it seems that each consecutive representative either failed at their job or just didn't care. Until yesterday, after I called to see what if anything had been done. And nothing. About an hour later I received an email from "++++++" that was one line. Sorry for the inconvenience. Now, had U haul attempted that in the beginning, I might have accepted it as that but A MONTH later? No.

Business

Response:

April 10, 2012

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Little Rock regional office, followed up on the information Ms. [redacted] provided. He informed our office he researched the charges and found no error on the credit card report. He found no double charges applied. He assured our office he will follow up with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] spoke to Ms. [redacted], but when he was requesting statements to verify double charges, the call was disconnected. He tried calling back but did not receive an answer nor was he able to leave a message. Mr. [redacted] also never heard back from her. He is willing to work with Ms. [redacted] if she can provide proof of the overcharge.

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 apologize, but my phone died the day he attempted to cal and I was unable to re-connect with him. I will GLADLY send him any copies he needs HOWEVER, a month of calling, emailing, and then contacting The Revdex.com before I recieved a reply and that was basically to insinuate I made everything up.

Regards,

Business

Response:

April 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Little Rock regional office, reviewed the information Ms. [redacted] recently provided. He informed our office he has not been able to reach Ms. [redacted] by phone. However, she can reach Mr. [redacted] by email at [redacted] or by phone, toll free at ###-###-####, or direct at ###-###-####.

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 moved to CA from SC on May 17th. I used a uhaul ubox pod to ship our furniture/clothes/household items etc. It is now May 28th and our box has still not even left SC uhaul facility when we were told it would be in CA for pickup on Sunday May 25th. A member of uhaul in city of industry CA informed me on the 27th that it had shipped but he couldn't tell me when it would be here or where it was. And I received a phone call from SC uhaul today saying it was still in SC. So now I'm being lied to as well. I am being charged $1200 for this service and am not paying for lies and late shipments. All of our furniture, beds, clothes, and important documents are in that pod and we expected to have them here by the date we paid for.Desired Settlement: We would like the entire service paid for because we were lied to and still have not received our pod. Including the $140 charge for the original acquisition of the pod in SC and the $11 charge for the shipment that still hasn't taken place and is a week late already and hasn't even left the state of origin. Also any other charges that we would incur for delivery and transportation to get our items once it finally does arrive. We would also like a settlement to be made in cash for our hardships and stress we have had to deal with because of not having our items. We are sleeping on the floor. Had to go out and purchase clothes and haven't been able to take care of important procedures because we do not have our paperwork and documents that are in the pod.

Business

Response:

June 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Carolina regional office, followed up on the information Mr. [redacted] provided. A refund for $1000 was issued to Mr. [redacted] as an adjustment and was amicably accepted.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a 10' cube van from this location on June 24, 2014. I picked it up at approximately 5:00pm and returned it around 7:30pm the same day. This location closes at 7:00pm so I parked the vehicle as instructed and placed the keys in the after hours drop box. When I received my bill the next morning U-Haul had charged me for two full days instead of one.

Product_Or_Service: 10' cube van rental for under 3 hours

Account_Number: 25714826Desired Settlement: DesiredSettlementID: Refund

I would like a refund of $19.95 rental fee, $15 Safe Move insurance fee, as well as any environmental or other fees associated with the rental. It would be a nice gesture if U-Haul would agree to apply an additional credit to my bill for the inconvenience and waste of my personal time. This is not the first time U-Haul has overcharged me.

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario regional office, followed up on the information Mr. [redacted] provided. He informed our office the charges for the extra day were reversed on Mr. [redacted]’s contract.

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.

Although U-Haul has refunded me most of the money owed to me, they have increased the environmental fee on my new receipt to $4. The contract I signed stated an environmental fee of $1. Therefore U-Haul owes me $3 plus tax.

Regards,

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

William Stenhouse, our Executive Assistant for our Central Ontario regional office, reviewed Mr. [redacted]’s recent comments and advised our office he issued a refund for $3.39 back to Mr. [redacted]’s American Express account as requested. The refund should post on his next credit card statement.

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: In June of 2012, I ordered a hitch to be installed onto my car online from U-haul with the clear understanding that I could cancel anytime and receive a full refund. I cancelled a day later and requested a refund from the U-haul location. They told me there would not be an issue.

I never received the refund. I've contacted the company and agree I should receive a full refund but - while they see the error - they said their computers won't allow them to process a refund that far back. I have documentation to support this.

POS Withdrawal U-HAUL-SE- [redacted] ###-###-#### WAUS Machine# [redacted] Trace# [redacted]Desired Settlement: I'm seeking a full refund of $230.01

Business

Response:

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department reviewed the information Mr. [redacted] provided and relayed that a charge for $230.01 was applied to Mr. [redacted]’s credit card and then a refund for the same amount was also issued to the same card on June 14th. Both transactions will 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

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department reviewed the information Mr. [redacted] provided and relayed that a charge for $230.01 was applied to Mr. [redacted]’s credit card on June 10, 2012 and then a refund for the same amount was also issued to the same card on June 14, 2012. Both transactions should have already posted to Mr. [redacted]’s credit card account.

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 appreciate U-Haul's response - and ask if they have any proof that such a credit was applied. I've contacted my bank, [redacted], and they supported my claim that I was charged but not refunded. Can U-haul provide proof that such a credit was applied?

Regards,

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department explained U-Haul matches settlement totals with our processing company every day to make sure charges and credits are balanced to what they should be. A total from a mainframe report is matched to a total provided by our processing company. On the day in question, the totals matched. There was no out of balance, which tells us all transactions settled, including Mr. [redacted]’s refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a Auto Transport from Uhaul's [redacted] location. However they would not let me leave with the trailer because the lights did not work on it. At that time they had already charged my debit card, and they assured me that I would be refunded. This was on may 24th, 2014. Now 3 months later, I have spoken with the manager there with no luck, and I have called the corporate office only to be hung up on 5 times.Desired Settlement: I just want to be refunded my money

Business

Response:

August 22, 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 Lower Hudson Valley, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted] I apologize for the delay in you getting your refund. I have issued the refund today of 67.56 and will be credited to the card used on the reservation. The credit will be applied in 3-5 business days. If you need any further assitants please feel free to contact me. Thank you [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