J.R.J. Tara Corporation

Review: Was charged for an extra days truck rental by the local dropoff site after Uhaul cust srvc said that we could be a few hours late and not be charged.

We rented a U-Haul truck in Nashville, TN on 6/6/2014 for a move to Huntsville, AL. The truck was originally due to be dropped off on 6/8/2014 around noon or so but since we needed some extra time to return the truck to a location that was farther away than we expected, we called U-Haul customer service to ask for an extension of a few hours to return the truck. The U-Haul cust srvc rep said that she would move the drop-off time till 3pm that same day and that we would not be charged for an extra day if the truck was returned by 3pm. The truck was recorded to be turned in on 6/8/2014 at 1:25pm.

On 6/8/2014 I received an invoice in my email stating that we were charged for an extra days rental even though the invoice stated that the return date/time was 68/2014 at 3:15PM, just like the cust srvc rep stated when we called to get an extension.

I contacted UHaul cust srvc on 6/9/2014 to inquire about the extra charge and the rep I spoke to, Kristy Burns, verified that we should have been given an extension without having to pay extra and that she would let the Huntsville location know that we are seeking a credit off the extra charge because she could not give us a credit herself; that had to come from the local U-Haul apparently and that I should here something back from someone at Uhaul in a couple of days.

Since no one ever got back with me as of 6/13/2014, I contacted [redacted] disputed the charge. On 6/16/2014, [redacted] granted my request to credit the extra charge of $66.51.

On 8/8/2014, I received a notice from [redacted], Inc (debt collector) representing U-Haul that I owe $66.51 prompting me to make this Revdex.com complaint.Desired Settlement: $66.51

Business

Response:

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

[redacted], our Traffic Manager for our Northern Alabama Regional Office, followed up on the information Mr. [redacted] provided. She spoke to Mr. [redacted] and addressed his concerns. She also contacted our Collections Department to have the billing account cancelled.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Review: On the weekend of 8/7/14 a representative from my company called the U-Haul call center to reserve a truck for Sat 8/9/14 at the [redacted]ocation. When two of our employees went to pick the truck up the general manager of the store told them that they do not rent to [redacted]. The reason they had for not renting to us was that we were always late on returns, returned the trucks low on gas, did not clean them, and owed them money. We called the main call center to figure out what was going on. We found out that we did not owe any money. The only report they had was being late one time at a totally different location for a reasonable situation they we informed them immediately. On that note, we returned back to that Federal location to get the reservation and they still said no, we do not rent to our company. One of the men was Hispanic and felt that the manager had a problem with that. We put in a complaint to the main U-Haul and was called back by a rep on 8/14/14. I was told she would call me back the next day with a resolution to the problem. I never got a call back so I decided to call them. After three tries I finally got a call back on 8/21/14 at 4:45 pm. The rep that called me worked at the same location the problem occurred and said that the GM had paperwork with the decision to not to rent to us. I asked why that decision was made and couldn't answer. I was never notified of any problems or bills. I am a regular customer and also bought a 26 foot box truck from there for my own company. I went to the store myself to pay any money I might owe and was told I didn't owe anything. Before this problem I had a previous problem with the same GM about parking. I parked in front of the store just to run in to buy some rolls of plastic wrap. I was told I couldn't park there and was told to move. A few minutes later a man pulled in the same spot and was told nothing, not to move or not to park there. He was there for the same reason, to purchase something.Desired Settlement: DesiredSettlementID: Refund

I would like to be credited for the problems that occurred that day. The amount we were charged for the truck we had to pick up from a further and different location and $40 I had to pay our manager in hourly wages to straighten out the problem. I feel if a reservation is made at the call center and there is a problem at a certain location they should have it on file.

Business

Response:

September 9, 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 West Central Colorado Regional Office, followed up on the information Ms. [redacted] provided. She informed our office we hold reason and the right to decline rentals to Ms. [redacted] and her associated moving company due to tardiness and excessive extension of U-Haul contracts. Her company has developed a reputation of not adhering to the terms of the U-Haul contract. Ms. [redacted] assured our office there was no discrimination involved and added that any type of reimbursement will not be forth coming.

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,

This is not the issue at all in U-Haul's answer. We don't want to rent from U-Haul any more. The main call center at U- Haul said there where no issues except one that was resolved. Still nothing is mentioned about the treatment I received when I went to purchase some supplies that I mentioned in the complaint. I find it very strange that we were told over and over by the call center that there were no issues of tardiness or anything else on our part and now there is. I just wanted that charges for the day of the incident refunded to me along with $40.00. I will never rent or purchase anything from them again. I spent a lot of money with U-Haul over the years and this is how they chose to treat me. We did nothing wrong to this company. On about 4 different occasions, we went to pick up trucks at this facility mentioned in the complaint and the truck wasn't there. We now rent from [redacted] and [redacted] and don't have any of the problems we have had with [redacted].

Business

Response:

September 15, 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 West Central Colorado Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained we try to accommodate every customers needs to the best of our abilities, but that sometimes means we have had to displace other families due to a late return. Mr. [redacted] and Ms. [redacted] were able to reach an amicable resolution by issuing her a refund for $60 to help offset the inconvenience she experienced. He also offered his contact information in the event she wished to make a reservation in the future, he would be happy to help set that up for her. Mr. [redacted] relayed we will continue to rent to her and the moving company. He assured our office he would also discuss the situation with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On June 23rd, 2014 when I went to uhaul to retrieve my belongings the storage unit was found to have been rat infested and apparently there had been some flooding too. There were rat droppings in the toaster part of my stove and in the back of my refrigerator, on my pillowtop mattresses. My children's bunsk bed mattresses were found to have water damage, evidenced by water stains on the backside of the mattresses as well as a hole in the 1 of the matresses. There was also water damage to the back of my dresser. It was a very horrific experience because me and my family still had to remove all items from the storage unit. There was mold/mildew on the floors of the unit as well as rat droppings. I ended up leaving all of the dameged items in a space designated by one of Uhaul's employess. He encouraged me to file a total claims loss. The next morning when I leftwork I went to speak with current manger and she too encouraged me to file a calim with their insurance company since I had insured my belongings when I placed them in storage. Once I contaced the insurance company and the actual complaint had been filed the insurance company notified me that they were only responsible to payout $1,000.00 because I was only offered the lowest insurance rate when I placed my belonings in storage. the agent then told me that I could've insured my belongings at whatever value I wanted. I replied, "that isn't how it was explained when the insurance was offered." In fact the $1,000.00 insurance was explained supposedly for theft, it was never stated that I should insure my belongings for what they were actually worth or any other insurance premuim that would have covered the replacement of my belongings.

Product_Or_Service: Storage unit

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

If the insurance company is correct in it's findings and is only entitled to payout the $1,000.00 insurance that was offered at the time I placed my belongings in storage, then I feel that Uhaul should be held responsible for reimbursing me for the damages that incurred while in thie facility. Besides, they did not hold up to their end of the protection of goods, which is to provide clean and dry storage units. Uhaul needs to do a much better job of explaining their

Business

Response:

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Chicago and Chicago Western Suburbs, along with his Executive Assistant, [redacted], followed up on the information Ms. [redacted] provided. Ms. Tollstam spoke to Ms. [redacted] and discussed her concerns. She suggested Ms. [redacted] contact her adjuster with [redacted] regarding her check that was issued if still not yet received. Mr. [redacted] also assured our office he would reach out to Ms. [redacted] to ensure her concerns are resolved.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

[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 am read to move foward with the discussion of compensation for the loss of my belongings. But, is the company willing to discuss reimbursement of the monthly payments directly from my account; which weren't beneficial to me as a customer at all?) I will wait for the business to perform this action and, if it does, I will consider this complaint resolved.

Regards,

Consumer

Response:

Yes, I would like to reopen my case. The company has made me an offer but only for the depreciated value of my belongings that we're ruined while in storage. I still feel that I am at a great loss, I paid for my belongings to be stored not destroyed. I think that if not all but some of the $6,000+ paid toward storage should be reimbursed. All I keep hearing about is the contract, but the contract does not explain the insurance options as I have heard them explained after the fact. I honestly feel that the company/worker can do a much better job with explaining the insurance rates. I feel like it's very misleading to offer customers a $6/mo insurance rate as your "best offer", then in the end the customer walks away with way less than what was paid for the stored items. Instead, the worker should explain all insurance rates along with coverage details to explain what to expect in the event that something happens to items while in storage. To know now that I could've insured my belongings for what it was worth is just very difficult for me.

Also, within six months, a company lock had been placed on my unit without notifying me or even providing me with a key. But, now I am told that it is a requirement for customers to use disc locks sold by the company. If this is the case, why then was this not explained when I placed my belongings in storage.

One thing the contract does state is that you provide a phone number, email address and an emergency contact so that customers can be notified in case of fire, water damage etc. Oh, but they wouldn't have been able to follow through with this because there weren't any keys for anyone to check the unit, not even myself.

This has been a very hard pill to swallow because due to this one incident I have paid a bit more than triple the amount that I paid to store my belongings. I can accept my part in this (practically, blindly paying for a service) I understand that with insurance companies, that valuables do depreciate; but, when it comes to discussing reimbursement, it's just isn't up for discussion.

This incident has definitely been a lesson well taught and learned; I WILL NEVER USE A STORAGE FACILITY AGAIN, NOR WILL I ADVISE ANYONE I KNOW TO DO SO.

Very poor customer service equals even more dissatisfied customer. [redacted]

Review: I contacted [redacted] at the beginning of December, 2014 to reserve a 14' Uhaul Truck to use for a move on Dec. 31st @ 10AM. I gave the employee all of my information and credit card information to book the reservation and acknowledged their 48 hour cancellation policy. I called again on Monday, December 29 to confirm the reservation and was confirmed by Jamal, an employee there. I arrived on 12/31 at 9:40am and awaited the business to open so I could pick up my Uhaul Rental truck. I hired movers from [redacted] to help move boxes and furniture on 12/31 from 10:30AM-12:30PM. A man named [redacted] was at [redacted] to open the business, but could not process my uhaul rental paperwork. He called [redacted] and the owners several times with no answer. When 10:30AM arrived, I had movers at the apartment waiting and still had no uhaul truck for my move. I contacted [redacted] down the road and they could get me a 20' uhaul truck, so I ran down [redacted]. almost a mile to their location to get a truck. When I called back [redacted] later that day to speak with the owner, [redacted], I was cursed out on the phone & told I was not in his books and he hung up the phone on me. I tried further to speak with [redacted] about what had happened and was not able to. I have spoken with Uhaul Corporate about the situation, but [redacted] put me in a really tight spot on moving day and has nothing to say for themselves. Uhaul's regional manager called me and did in fact confirm my original reservation with [redacted] and apologized, but made excuse after excuse as to why the business owner acted the way he did. I will never use or recommend Uhaul or [redacted] to any of my friends, family or business associates.

Product_Or_Service: Uhaul Truck Rental

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

Uhaul said they would refund $50 of the $56.35 plus $10.93 in fuel prices. and I believe the entire amount should be refunded by either business. Also I want to hear from the owner of [redacted] as to why the business was not open on time for a reservation that I had made several weeks in advance, and why I was told my reservation was not on his books when it clearly was, according to Uhaul's [redacted] Regional Manager. I want a

Business

Response:

February 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued to [redacted]’s [redacted] account on January 2nd and should post on his next credit card statement. [redacted] left a message for [redacted] recently advising him of a supplemental refund for $17.28 and asked him to call back 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,[redacted]Executive AssistantU-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 for the business to perform this action and, if it does, will consider this complaint resolved. Thank you again providing true customer service!

Regards,

Review: I rented a truck from this U-haul location. I noticed in the back of the truck there was a utility dolly and a bag of blankets that were zip tied to the inside of the truck, and it said if you need to use these items just break the zip tie. I did not ask for these items and they were actually in the way for my move. But even so, I did NOT break the zip ties and I did NOT use the items. After returning the truck, I looked at the receipt that they emailed me, and I noticed some charges totaling $10 so I called and asked about this and the girl tells me that I was charged for the dolly and blankets. I say I didn't ask for them or use them or break the seals. She says the guy that checked me out will call me back in a few minutes, but he never does. The next day, I call again and end up speaking to the man named [redacted] that checked me out. He proceeds to tell me that if he charged me for these items, it is because the zip ties were broken, which they were not. I tell him that not only did I not ask for these items, but I also DID NOT break the zip ties. He calls me a liar and says he has already spoken to his manager and the charges will stand. I then proceed to tell him that they WILL be refunding this money and I am going to file a complaint with the Revdex.com. I also say I want to speak to his manager, to which he replies, she is not available...I say I will hold for her...a few minutes later he comes back to say they will refund my money, and I say of course you are! I feel like this is a VERY SHADY BUSINESS PRACTICE, and if U-haul is doing this on a regular basis and are hoping that the person won't notice the extra charges, then U-Haul could be making millions of dollars a year scamming people in this same way. I would love to see something done about this and I hope the Revdex.com can help.

Product_Or_Service: Truck Rental

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

I would like for u-haul to be held responsible for it's unsavory, shady practices.

Business

Response:

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

[redacted], our Executive Assistant for our Central Georgia Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and offered her apology for the lack of customer service he received and confirmed he had received the $10 refund.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25 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 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: My one-way truck rental with Uhaul included 1-month of free storage. However, I was assigned a certain drop-off location ([redacted]-CA) and Uhaul stated the free storage was at another location ([redacted], CA). I realized Uhaul made a "human error" since the logistics of such arrangement were practically unreal. (Where do I unload my items if I am to drop-off the truck only ? If I change drop-off locations and attempt to store items, will they refuse me or penalize me ?). Firstly, the drop-off location is sometimes optimized for Uhaul's convenience if they think it doesn't matter for the person moving. But a preference issue somehow became a mandated item (human-error) and they "finalized" an assigned drop-off location. Secondly, the assigned drop-off location included storage facilities (obvious by its name) and I only needed 4 days of storage. Whether I was able to claim my free storage or not, I only needed 4 days (which may pro-rate to one week). However to my dismay, they would not pro-rate to the week (although it was a Uhaul location) and the best they were offering was a half-month discount for the first month. This equates to two weeks (on my terms), and since I was growing weary of moving I simply decided to "bite-the-bullet" for two-weeks of storage. However, the agent over-administrated the simple request of short-term storage and charged an additional $20 "admin fee" (her words). So, I went from free storage .. to 4-days of paid storage .. to 1-week of paid-prorated storage .. to 2-weeks of paid-prorated storage .. to 2-weeks of paid-prorated storage plus "admin fee" (which is a contrast of $0 to $53.50). It became obvious I was overcharged for storage.Desired Settlement: My settlement terms to Uhaul are one of the three options, in order of preference: 1) Claim entitlement of free storage and be refunded $53.50; OR 2) Charged only one-week of storage and refunded $36.75; OR 3) Not charged "admin fee" and refunded $20.00.

Business

Response:

April 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted], I received notice of your concern from the Revdex.com of Phoenix, AZ. I want to attempt to clarify our program and resolve the concern regarding the free month of storage which UHaul offers. The free storage we advertise is only at UHaul-owned facilities, which near your destination is the facility in [redacted] that you mentioned. If you discussed storage at the dispatching location and they failed to explain this I apologize. At any time during your trip we could have changed your drop off location to [redacted] at no cost. We could have also made you a reservation there for storage and you could have still dropped of the truck at the [redacted] location. I do not show any records of you calling to review other options. We do not own or manage the storage business at [redacted], so I am unable to give input regarding the charges discussed and agreed upon with [redacted]. That being said, I will refund your credit card $36.75 to hopefully alleviate this situation some. I appreciate your feedback. Regards, [redacted] Marketing Company President UHaul of [redacted] ###-###-#### Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,

[redacted]Executive AssistantU-Haul International

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 the business to perform this action and, if it does, will consider this complaint resolved.I notified Uhaul by email that my debit and credit card accounts, which they have on record, are both valid to refund a charge. Otherwise, I can always be reached at: [redacted], [redacted], [redacted].

Regards,

Review: [redacted] Uhaul (Hoover, AL) charged a $25 cleaning fee for unfolded blankets, which was not a clearly defined requirement in the contract.

Contract Info [redacted] pick up Date - 5/29/15

Rental Return - 5/31/15

Cleaning fee - $25.63

[redacted] Uhaul (Hoover, AL) charged a $25 cleaning fee for unfolded blankets, which was not a clearly defined requirement in the contract. All was going well UNTIL the return and when I received a cleaning fee of $25 for unfolded furniture blankets. I have used Uhaul many times in the past and have never had to fold the blankets when returning the truck. It's not in the contract. I've never been charged a cleaning fee for unfolded furniture blankets. (Do they expect me to shrink wrap the blankets in plastic as well?) The man working the register asked if the truck fuel had been refilled to the same amount when picked up. I said yes. He did NOT inspect the truck. I repeat - he DID NOT inspect the truck (part of his job). If he would have inspected the truck like he should have, I would have gladly folded the blankets to save $25!! I spent multiple times on the phone with the gas station employee and multiple phone calls with his manager (Andy Echols) as well. They would not refund the money. Based on reviews, this location has had many problems in the past with other customers as well.Desired Settlement: $25.63 refund of cleaning fee charges

$25.00 for inconveniences and failure to meet the contract/agreement

Total - $50.63 refunded back to [redacted] card that was charged with cleaning fee

Business

Response:

June 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] admitted that the truck was not cleaned when it was returned in addition to not folding the furniture pads, therefore, a refund for the cleaning fee is not refundable.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for b[redacted]ing 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 did not agree that the truck was not cleaned. This is the third time [redacted] has lied. First he lied when he said that the issue had been resolved when it hadn't . Secondly, he also lied about calling me when they saw the blankets had not been folded. My phone records can prove it. Thirdly, he lies again about the issue being resolved when it hasn't. Upon returning the vehicle to the [redacted] Uhaul location the employee working the register refused to do a walk-around inspection of the vehicle and it's condition. The contract states that this must be done, but he did not do it. If the furniture pads were required to be folded this is when it could have been stated, but the employee did not follow the contractual agreement. Furthermore, the contract does not specifically state that the furniture blankets must be folded, but only that the equipment must be as clean as it was when picked up. The blankets were as clean when returned as they were when received. If Uhaul requires the blankets to be folded then they should specifically state that in the contract, just as they are very clear on their gas refill requirements. They also do not state what the cleaning fee would be - a specific amount needs to be mentioned in the contract. Instead, they vaguely state "Customer agrees to pay a cleaning fee if the EQUIPMENT is not returned in as clean of a condition as when it was picked up." This is a vague statement that is a scam. Uhaul most likely automatically charges every customer a cleaning fee assuming that they will not notice.Every time I have spoken with [redacted] over the phone he has been extremely rude and unwilling to listen to my side of the story. He does not possess the skills necessary to be a manager with any company. [redacted] should be fired due to his continual lies, lack of trust, and his inability to solve a simple issue with a customer. Uhaul's website has many bad reviews for this location, so I am not the only one having a problem with this location and manager.Regardless of what [redacted] says, I will not be satisfied and this issue will not be resolved until I have received a full refund of $25 plus tax.

Regards,

Business

Response:

June 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. In the interest of customer good faith, Mr. [redacted] relayed a refund for $25.63 was issued back to the [redacted] account listed on the rental agreement. The refund should post on their 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: Back on April, 9th, 2012 - I rented a Cargo Van from DVP Storage (U-Haul Great Canadian Self Storage on my Credit Card billing). They pre-authorized my card for $190.18 assuming the rental would be exactly that, but the bill ended up being more money so we used a different card with a different name and paid the bill in full. It was $300+, however, my $190.18 was never credited back to me. I called the company, they said I needed to contact my bank. I contacted my bank, they said I needed to contact U-Haul. I called U-Haul headoffice and they told me that I was refunded, yet here I am, almost 3 months later and still no refund.I don't understand how they can give me an authorization # that it's been released when that's a blatant lie. They gave me [redacted] as the authorization # for reference. Whomever runs that billing department should be fired since they are willingly committing fraud stating they're returning money that's owed, but never doing so.

Order_Number: 25247161

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Honestly, I have a new requirement for using their services, but annoyed my credit card was overdrawn by their charge that was never removed, plus all the run around to get anything resolved, including this email to you. I've been charged interest on these funds as well. That's not fair. I would like a full refund and a free rental or major discount on my next rental from them. Seems only fair.I look forward to your reply, thank you.Regards,[redacted]

Business

Response:

July 11, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern Ontario, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email advising him she researched his concerns with our Credit Card Processing Department. She was advised the credit for $190.18 was issued back to Mr. [redacted]'s credit card on July 6th and should post on his next credit card statement

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

Sincerely,

Executive Assistant

U-Haul International

Review: Got a pull U-Haul, to go from [redacted] NM to [redacted] MT; my bill was to be 203.00, with tax it turned into $218.35. I dropped it off in [redacted] on 06/25. On 06/26 The Storage Place in MT called me amp asked about the U-Haul, I said I returned it to [redacted] amp asked if it was ok, he said it was fine. 07/05 I was charged an ext $282.72. I called U-Haul amp she said they messed up amp I would get a refund. I called today about refund; she said I had talked to a [redacted] on the 07/09 (I never talked to [redacted]) amp that he sent me an email (I never got) saying that the promissory note was taken away. I asked to speak to a manager amp I got the name [redacted]. I called [redacted] amp Laura’s office, the receptionist said that there was no [redacted] there. [redacted] was very nice amp willing to work with me on issue, she took some info. [redacted] called back amp said that we were charged $203 for taking it to [redacted] instead of [redacted]. I called N. Main Storage Place in [redacted] amp he said he remembered us. I said we were going to drop the U-Haul off at [redacted] amp he put [redacted] instead. He took some info. amp was to call back. He refuses to talk to me when I call or call back. I called U-Haul amp I talked to [redacted], she was very cold, short amp mean, totally unprofessional! To the point of me hanging up on her because she was so rude. She said we were charged a different price because we dropped it off in [redacted]. I have gotten several diff. excuses, reasons, amp stories.Desired Settlement: uhaul took out 282.72 off of my card I want my 282.72 back minus the late fee of 1 day! we were told and given wrong information. given several different storys. from several different people. we paid for the rental when we picked it up and we were told that we were paid in full and we were to drop it off in red lodge. which we did! they broke the contract in the begining! Not us.

Business

Response:

July 19, 2012

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

Mr. [redacted], our President for the U-Haul Company of MT, followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted] signed the contract from Las Cruces, NM to go one way to Billings, MT, which was a base rate of $203.00. The one-way rate to Red Lodge, MT, is higher. Since he did drop in Red Lodge, he is responsible for that rate.

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 received a quote from U-Haul to have a hitch mounted on my vehicle at this location. I was informed that the parts would have to be special ordered, and an appointment could be made after the parts had arrived on site. One week later, approximately July 13th, 2012, I contacted the U-Haul office to inquire about the parts. After speaking with a staff member at this U-Haul office, I was informed that the parts were in and the appointment was made for July 17th, 2012 at 0900. I called prior to my arrival on the morning of the 17th, and I was informed that the vehicle would be ready to be worked on and would take approximately 4 hours. When I arrived, I was met by [redacted], whom was rude and unprofessional. However, my vehicle was signed in and I returned home to wait for a phone call that my vehicle was complete. Approximately an hour and a half later, [redacted] contacted me via phone to inform me that they were not prepared to work on my vehicle, as the parts had not arrived. I was treated with disrespect and informed numerous times by [redacted] that the problem was my fault, not hers. When my wife requested contact information to speak with a manager, [redacted] informed us that there was not management staff for this U-Haul location - then informed me that she was the manager. It was necessary for me to take the day off of work to transport my vehicle to the U-Haul office. I now have to take off more time, and have wasted vacation time. I spoke with U-Haul staff members at this location on more than one occasion about this appointment and was assured that the job could be completed. I now have an appointment to pick up a trailer on Thursday, and am unable to do so, because of U-Haul's inability to provide accurate consumer information. [redacted] is rude, and unprofessional. She should NOT be a general staff member, nor should she should be in a position of management as she claims to be. When I arrived to pick up my vehicle, [redacted], she gave the keys at me and didn't say a word.Desired Settlement: I request that management staff from UHaul contact me and explain the reason for this behavior from their staff members. I request compensation for the inconveniences this has caused. Not only did I miss a day of work, I had to use my saved vacation time, which was wasted. On top of that, I will have to pay fees to have my trailer stored until my vehicle is prepared to pick it up.

Business

Response:

July 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Tidewater located in Portsmouth, VA, followed up on the information Mr. [redacted] provided. She informed our office her GM spoke to Ms. [redacted] and offered his apology for the mix up in scheduling and also offered to reschedule the appointment. Ms. [redacted] thanked him for the call but relayed they had the hitch installed elsewhere.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made an online reservation for a truck to be picked up @ a local storage warehouse. A few minutes after I completed my online reservation, complete with online payment by debit card, I received a call feom that location stating they did not have the "product" on hand. So they forwarded my reservation to another location where I proceeded to the new location to attempt to collect the truck I had reserved online. Upon arrival to the new location, the sales clerk cancelled my previous order to begin an entirely new order within her store. She made several attempts to process my order in hwr store, but there had been a hold against my bank account for the original reservation and I budgeted very closely for my move so there were not additional funds available. After an hour and a half at this store and two phone calls to different divisions of UHaul, the store had reached closing hours. No one from UHaul could explain the pending charges and even told me they didn't exist in their system. Needless to say the issue was not resolved, the store had to close and I DID NOT recieve the moving truck I had reserved online. This all happened on the Friday before Labor Day so I had to not only postpone my move, but I also had to wait an entire holiday weekend with $191.28 pending charge against my bank account only to find out Wednesday that the charge had officially been processed. I have spent close to two hours on the phone today, been transferred over 5 times and had my call dropped, to finally learn that the UHaul buyers club has processed this charge and I cannot receive my money back until I refuse and then UHaul warhouse recieves back boxes that I never ordered. Customer service has been less than helpful with my complaints or request to refund my account immediately. My reservation never included boxes therefore I don't understand why I'm being penalized for an error that UHaul made. Not to mention this whole debacle has caused me unnecessary grief, anxiey and financial burden.Desired Settlement: I'm requesting the charge in the amount of $191.28 be refunded immediately and compensation (specifically free or greatly discounted truck rental services) for the trouble this has brought me.

Business

Response:

September 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Gainesville, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience they experienced. She addressed their concerns and relayed that she could not find where they were charged for any boxes on their credit card. The only charge showing was for the one way rental fee. Based on her research, she advised Mr. [redacted] she could not issue a refund.

As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I'm getting notice for non-payment for storage rental which my niece [redacted] had arranged and used my name as referemce that I did not consent to. I had previously notify the company regarding [redacted] using my name as reference which I did not consent and they should delete it. They toldly ignore my complaint and to date are sending me notices in the mail for non payment. I left message on Patricia's phone regarding this matter and to date did not return my calls. I do not want to be left paying for this storage rental or have any credit reference issues. Please help. Thank you, [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

That my name not be used referenced in this case and that notice for non payment be sent to me.

Business

Response:

October 29, 2012

Thank you for forwarding

Ms. [redacted]'s concerns to our office.

Ms. [redacted], a

Senior Customer Service Agent, attempted to follow up on the

information Ms. [redacted] provided. She sent her an email requesting

the address of the U-Haul storage location she is referring to for

further research. The email was sent on October 19th but

Ms. [redacted] has not heard back.

Thank

you for bringing this matter to our attention and allowing us to

offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I rented from the below automated kiosk location twice and both times my credit card was overcharged (with charges exceeding what I was provided on my final receipt by about 20%). My first encounter I filed a dispute with my credit card company believing it was a simple mistake in billing but when I was overcharged by the same amount the second time, it raised my concerns. Also, during my second rental, the kiosk crashed before I got the rental information needed to get access to the vehicle causing me to spend 30-45 minutes on the phone with customer service trying to get the necessary information and causing me to be late for my pickup. I also tried to contact customer service via phone but was hung up on twice while the agent was looking into the issue.

My reservation ID is [redacted] Amount on my receipt: $28.40

Amount actually charged: $25 + $8.30 = $33.30Desired Settlement: I'd like the extra charges reversed and I'd like my second rental to be credited as the amount of time and aggravation with this rental was above the uhaul standard that I am used to from being a customer for the last 10 years. I'd also like uhaul to look into the automated kiosk billing system as to why they are overcharging customers as this is a fraudulent behavior.

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of Pittsburgh, followed up on the

information Mr. [redacted] provided. She informed our office she

issued a credit for $10 back to Mr. [redacted]'s Visa account, which

should post on his next credit card statement. She also relayed that

our Field Manager is having the kiosk checked for any necessary

maintenance due to the fact it was omitting the motor vehicle tax on

the 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: On December 31, 2012 I went to U haul location [redacted] to rent a truck in order to move. I told the customer representative that I will be moving from [redacted], Ohio to [redacted], Ohio. She estimated the trip to be about 30 miles and the cost to be around $46.00. I signed the contract after she underlined information pertaining to returning the vehicle with gas at the indicated mark (full), and the non-coverage insurance on the vehicle. Also, there was a debit card used during this transaction to hold the deposit of about $46.00. I proceeded to move my items from [redacted] to [redacted] using the truck and I dropped my truck off at the U-haul location [redacted] shortly before midnight. I received a call the following morning from a manager from the [redacted] U-haul who asked me when I was going to return their truck. I told them I dropped it off at the [redacted], [redacted] location. The manager in return became very irate stating that I had to return the truck to the [redacted] location or I will be fined about $250 for wrong destination, mileage, and other fees. I told him that I was given a truck to move from [redacted] to [redacted], estimated at about 30 miles and therefore I should not have to charged extra fees in doing so. He explained to me about how I was given a local truck and not a one way truck which was not previously stated to me by the initial representative who have given me the truck. Even though the initial representative gave me the wrong information and truck, I tried to compromise with the manager and offered to bring the truck back to [redacted], but the manager told me that I would have to discuss the options of the truck return with the [redacted] location. I called the [redacted] U-haul and the representative there took down my information and told me he would get back to me if anything needed to be done on my end. I then called the [redacted] location, did not speak to the manager, but to another representative and told her that I had called the [redacted] location and told them the situation of how the truck ended up at their location. She told me that they would wait to hear from the [redacted] location and get back to me. She also stated she would talk to the representative that gave me the truck about the conversation we had. I went an entire week without hearing from U-haul until I received an email stating that I had 7 days to pay the debt of $254.26 or I would be sent to collections. I asked the regional agency of U-haul to dispute the charge for the first time and they sent the issue to the manager at the [redacted] location who again was irate about the situation and closed the dispute, claiming that I am at fault. I then asked the regional agency to dispute the charge again, or at least hear me out about the charge; I even compromised with them, saying I will pay the one way fee which would have been an remaining balance of $80. The executive at that level, sent me a short email saying that I have to pay the charges even though when I tried to get in touch with him by phone, he never returned my calls. Yesterday. on January 29, 2013, I received a call from an collection agency asking me for payment of $254.26 plus a processing fee in regards to U-haul. I had that representative dispute the charge until I filed this complaint.Desired Settlement: I will like the [redacted] location to adjust the billing of this matter and allow me to pay the remaining balance of a one way charge without gas fees (since I had filled up the tank prior to taking the truck at the Cleveland location). They already received my payment of $46 from the deposit so the remaining balance that I should pay (from a one way charge) should be less than $80.

Business

Response:

January 31, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Akron, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining he researched her concerns. She signed the contract and was aware of the charges. Mr. [redacted] relayed that a refund will not be processed.

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: This UAHUL location called me to cover rental issues and a vehicle breakdown. They must have hit the "mute" button, but they thought I hung up. Owner of location was incredibly unprofessional and entire counter was laughing at me while I overhead all the comments made about my circumstance. The conversation we had not been rude, both sides were firm he was not aware or did not care that I spoke with cus[redacted]er service and could not see the notes. When they thought that I was off the line, the comments made by the owner and others about me were reprehensible.Desired Settlement: I am not sure what can be done. At the moment we still have our root disagreement unresolved. I am more concerned about the actions and comments made by the owner of this UHAUL location going undocumented by UHAUL in general. Ive already complained through UHAUL channels and will be bringing this up regionally.

Business

Response:

March 29, 2013

Thank you for your concern for our cus[redacted]er Mr.[redacted].

Ms. Nancy Flores, our Executive Assistant for the U-Haul Company of Gulf Coast TX, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] rented from a U-Haul Dealer in Galveston. After several unsuccessful attempts to contact Mr. [redacted], we reported the truck as late-not-returned, or LNR. After 10 days Mr. [redacted] called to say the truck would not start. We then retrieved our truck and found that the light had been left on, which caused the battery to go dead. Ms. [redacted] relayed that we did not charge Mr. [redacted] for the $400 tow bill and he was only charged for the rental time he had the truck in his possession up until the truck would not start due to the dead battery. Ms. [redacted] stated that a refund or any further adjustment would not be issued.

Our cus[redacted]ers 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.

My complaint with the [redacted] is regarding the profane and inappropriate comments made about me by the owner of a UHAUL location. These comments were made when he thought I couldn’t hear him over the phone. I find it shocking that this behavior is being completely unaddressed in the companies [redacted] response. It’s as though UHAUL is condoning the owner’s comments by bringing up a recent contract dispute they’ve already elected to pursue legally. While I do appreciate the support UHAUL has given my civil case with this response, the [redacted] is not the appropriate venue for a resolution for this contract dispute since I have not filed a [redacted]complaint in regards to this matter.

Regards,

Business

Response:

April 5, 2013

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

Mr. [redacted], our President for the U-Haul Company of Gulf Coast TX, reviewed the information Mr. [redacted] provided. He informed our office Mr. [redacted]’s concerns were addressed and assured our office that action will be taken with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Any outcome on steps taken to correct the situation are handled internally. We appreciate the feedback Mr. [redacted] relayed. It’s only through communication with our customers that we realize what programs are working and what areas need attention. We also realize there is never an excuse for rudeness.

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 made an appointment to get a hitch for a gooseneck horse trailer installed in my Dodge Ram 1500. One week later, on the morning of my appointment, U-Haul called me to cancel because the parts allegedly weren't in from the supplier yet. I brought it in the following week after U-Haul confirmed that the parts were in. However, after I dropped off the Dodge Ram, a U-Haul employee by the name of "[redacted]" told me the parts actually still weren't in and he could not do the hitch. I picked the Dodge Ram back up. Then [redacted] told me that he was having the supplier overnight the part and he could install the hitch the following week. I agreed to wait because he promised he would install it as soon as it arrived. However, he failed to call so I called U-Haul for an update. [redacted] informed me that the hitch arrived, and I could bring the Dodge Ram in the next day for installation.Finally I brought the Dodge Ram in (second time, third appointment) and [redacted] was supposed to install the hitch on June 12, 2013. However he was unavailable until the afternoon, despite his promises to the contrary. He finally installed the hitch, but when I came to pick it up he informed me that he did not have all the necessary tools to finish the job. Namely, he was not able to properly install the hitch because he could not cut through the bedliner of the truck. Astonishingly, he simply removed the bedliner from the truck.Also, he did not install a brake controller in the truck, so now I am not able to control the brakes of the gooseneck trailer.I have made an appointment with another hitch installer to finish the job. I am shocked at how unbelievably unprofessional [redacted] was at U-Haul, and I want to submit the bill to U-Haul for whatever it costs for me to finish the hitch installation process.[redacted] charged me $480.50 for the job. Given that it is still not done, and this all took place over a three week period even though he promised the job would take 3 hours, I expect U-Haul to compensate meDesired Settlement: I expect U-Haul to compensate me for the cost that I will have to pay another company to finish the hitch installation process. I will have this bill ready on Monday, June 17. I fully expect U-Haul to cover this cost. U-Haul must compensate me for the lies, false promises, and shoddy work that consumed my time over a three week period, for a job that should have taken 3 hours. I am now in my fourth week of simply getting the hitch installed in my Dodge Ram.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his sincere apology for the inconvenience and delay we caused. Mr. [redacted] requested Ms. [redacted] forward an invoice for the completion of the installation for further review and to help reach a 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,[redacted]Executive AssistantU-Haul International

Review: When I made arrangements Feb 27, 2013 to pick up in wtby ct. 8am, where I was moving from they requested $50.00 to make the reservation for 03/23/2013 at 8am they said they would call to confirm prior to the date. They never called me I called them 3/22/2013 they said they couldn’t explain why I hadn’t been call but mike from haul promised to call me back never happened next day which was the day of the pickup I called to confirm no one knew what I was talking about now I was informed that I would have to go to Springfield mass to do the trailer but I had to go to cheapee mass to pick up the hitch never minding that I had called and reserved almost a month in advance now they wanted me to go from wtby ct. to Springfield mass and cheeapee mass not just run one places like I wasn’t going to send more money for gas but two places. they decided that someone from there (U-Haul) would go pick up the hitch and drop it off at 914 Boston rd. in Springfield mass by now it was late I was very upset but it was too late to go another route because we had to leave Sunday morning because it takes 16 hours from Wtby ct. to Florence South Carolina. We had to be at the new house Monday morning because all the utilities were going to be turned on well unfortunately we spent almost 6.5 hours for them to go get the hitch do all the wiring and connect the trailer. when the gentleman finished I told him after I saw the work he did and how he connected from the back of the jeep to the front then hook it to the battery from the jeep then around under the jeep to the back and there was even tape on it I addressed it he assured me we do this a 100 times never do we have a problem U-HAUL stands behind our work. little did he know so now were really pressed for time and we have to pack up the trailer within just a few hours left cause mind u after waiting 6,5 hours now we have a two hour ride home there we spent a day Sunday we had to leave early because we had the commitment at the house in Florence S.C. for Monday we ended up leaving Sunday at 4pm with all the traffic, then started snowing that we wanted to avoid now by the time we got into fordum road in the Bronx we stop at gas station to check we smell wires burning the lights weren't working on the trailer my boyfriend checked under the car wires had come off they were wrap in and under the car now we had problem by the time road side assistance came it was really late he said who did the wiring we said U-Haul he said couldn’t be because it was def. done wrong there was nothing he could do we would have to stay overnight because it had to be fixed at the U-Haul shop and they don’t open till 7am granted after a few hours of arguing with roadside assistance they agree to pay for hotel because we stood till the next day in the cest pool of the Bronx not only was it unsafe but nasty. it’s been a month I submitted complaints a 100 phone calls and just to add insult to injury our jeep was damage, had to pay cancelation fees because never made it on Monday and with everything going on I never call the utilities companies to let them know I wouldn’t be at the house so when we did get to the new house we stood our first 3 days without phone lights cable internet we had to reschedule everything and pay on top of that. We never even got an apology how sad something that we had plan for over a year to the last detail U-HAUL messed up in matter of days thanks U-HAUL oh and that guy Joe Garow he says any problem call him and he gives u his personal cell phone number well I called he because I had no reason to think he would lie I called him he answered told me he was at a doctor’s appt he would call me back never called me back then later I spoke to Jessica Andia I believe that to be her name she said Joe reported he spoke to me and that the issue was in fact resolved another lie. I have reported everywhere and going to continue until they compensate me for all my lostDesired Settlement: not only should they provide me with a total refund they need to compensate me for my damage jeep as well as all the extra money I had to spend do to their negligence. We never even got a phone call after submitting a complaint over the phone they said someone would contact me that never happened thanks. I really hope to god that by me submitting this people will beware before going to U-HAUL because I went with them because I though they were professionals boy was I wrong.

Business

Response:

May 8, 2013

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

Ms. Jessica Andia, our Executive Assistant for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. She informed our office she corresponded with Ms. [redacted] by email and spoke with her recently. Ms. Andia also recently received the out of pocket receipts Ms. [redacted] mailed. They are currently being reviewed and considered for reimbursement. Ms. Andia will be back in contact with Ms. [redacted] as soon as a decision is reached.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I reserved a pickup truck on June 12 for June 13th at 4:30 pm. I tried calling on June 12th to cancel however there is no answering service nor did anyone pick up the phone. So I called the next morning when I got to work and cancelled. I looked at my banking statement the following week and the had not returned the $50 that they held on June 12th. When I called to ask when it would be refunded, the attendant stated that it was a non-refundable deposit. I asked how come they didn't state that when I reserved the truck and asked, he said and I quote: "the tool store down the street charges a deposit, why shouldn't we? Ma'am everyone charges a deposit if the vehicle isn't picked up or it's cancelled." I said no sir, you are incorrect and that I had nothing to do with other companies, my concern was his and why they had erroneously charged me a fee without my knowledge or consent, I would have just not reserved it because it was sketchy if we were going to need it but just in case. If I knew the fee would be charged regardless, I absolutely wouldn't have reserved it. The attendant also said he didn't have to state it and that he could and was going to charge me a $50 and good luck on getting my money. U-Haul doesn't require a deposit if you cancel and if there was a charge, it was his responsibility to make me aware of that and he didn't and he said he didn't have to tell me that, it's assumed...not sure by whom though!Desired Settlement: The return of my $50. All I want is my money back, it wasn't fair, legal or ethical to charge me a fee without my knowledge and to keep it is despicable.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Richmond, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the behavior of our dealer and assured her the situation would be addressed and corrective action taken as needed. Ms. [redacted] also advised her of a refund for the $50 fee. The refund was credited back to Ms. [redacted]’ Visa account on June 28th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made an arrangement at about 8:15 on Saturday morning to the u-haul company in [redacted] to get a truck at 11 to move things out of my storage unit. I was assured a truck at 11 but not at that location but that in [redacted]. As much as the commute was not convenient for me, I went there because I really needed to movcustomee my things out of the storage unit. Primarily because I have no use for the unit- I now have a house. And two a sum of about $200 would be taken out of my brothers account because a new month had begun.

Getting to the u-haul in [redacted] at 11, I was told that there was no truck for me. I was on the system but because I didn't make the arrangement with their location, whatever tuck they had would have to go to their customers and any returned could then be given to me. I was told that a customer had just taken a desired truck and the trip wouldn't be very long so I could wait. 3 hours into waiting there still was no truck

I do not drive, so I had a friend of mine assist with the driving, so we both waiting in total four hours. Now this friend had prior and latter engagements, .the prior being his daughters recital which he missed and the latter a function. I also had work scheduled, but I let my employer know I would be late. With the wait I never got to work.

My issue is, I was overbooked, had a contract that was never honored, lost a whole days worth of work, waisted my friend siblings and my time only to come out with nothing for a whole Saturday.

Now I rebooked the same truck for Monday. At [redacted], but as of tonight the storage unit I occupy will be billed. So in addition to the u-haul expense I will eventually have to pay, $200 will be taken out of an account. An amount I was trying to avoid with alll that waiting.Desired Settlement: Seeing how the storage company will bill me, I would like for the u-haul to reduce the amount of money I would have to pay. For the inconvenience and the loss of two days worth of work (Saturday and Monday). And the inconvenience with moving from [redacted] which is not so far from the storage unit to [redacted] which is a distance from my storage unit in [redacted] should be factored in.

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and her brother, Mr. [redacted], whose name actually appears on the U-Haul contract.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed their concerns. She also offered her apology and advised him of a refund for the $50 Reservation Guarantee Fee. Mr. [redacted] will send his storage statement for further review. The $50 refund was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My wife and I reserved a 17-foot U-Haul truck on the U-Haul website a month prior to our move date, June 29, 2013. We received a confirmation email of that reservation shortly after and assumed that the agreement for service would be kept and that we could pick up the truck the morning of Friday, June 28th. On Thursday June 27th, a U-Haul representative called to inform us that the only vehicle they had available was a 14-foot truck and we would have to drive 30 miles just to pick it up. When we asked for an explanation as to why we even made a reservation initially, the customer service representative said there was nothing she could do as they cannot guarantee when trucks will be available and it was a busy moving weekend. As a result, we were forced to cancel that order and begin calling other rental truck companies only 24 hours prior to the time we needed a truck. Due to the short timeframe and scrambling to find one of the few available options remaining, we were forced to book with another truck provider and ended up paying $500 more than our originally quoted price from U-Haul.Desired Settlement: In any other service industry (hotel, airlines), if the vendor cannot fulfill their reservations, they would offer the customer a voucher. As we do not plan to move again soon, I want U-Haul to split the difference of the extra fee to book with another truck company on short-notice. I want $250 for not fulfilling their contract AND providing poor customer service.

Business

Response:

July 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Traffic Manager for the U-Haul Company of Eastern WI and Upper MI, followed up on the information Mr. [redacted] provided. He sent them the following email:

Mr and Mrs [redacted], I would like to apologize on behalf of U-Haul for our failure to have the equipment you needed on 6/28. I realize that this was a huge inconvience for you at the time of a stressful move. U-Haul does have a $50 guaranteed reservation program. This program is for circumstances like this when we can not come to an agreed pick up size, location and time. I have issued this guarantee as a credit to the card we have on file from when the reservation was placed. I apologize that this was not offered to you at the time your reservation was not fulfilled. Once again I offer my sincere apologies and look forward to being able to serve you in the future. Thank you, [redacted] Traffic Control Manager Eastern WI and Upper Michigan

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 have been in contact with Mr. [redacted] regarding the offer of $50 for reconcilliation. I have explained our situation including reasons why his initial offer was inadequate. I have forwarded receipts per his request and we are awaiting his final response. Just to be clear, I never agreed to nor accepted his initial offer of $50.

Regards,