J.R.J. Tara Corporation

Review: I rented a 26 ft Uhaul truck on July 18, 2013 in [redacted] On July 19, while en route to our destination, ([redacted]) the truck's brake light and alarm came on and stayed on. We had to stop at a run down gas station and call Uhaul roadside assistance. After being disconnected several times we were finally able to speak to a representative about the issue. She informed us that someone would be there to look into the problem within the next ninety minutes. Shortly thereafter, a man called my cell phone and advised that he would be there within ten to fifteen minutes. He never showed. Approximately forty minutes later another man called and advised that he was on his way, but that he was coming from an hour and ten minutes away. Me, my boyfriend, and four kids sat hours away from our destination at this run down gas station, in July heat, in a part of town that we did not feel safe in, for two and a half hours. A Uhaul representative told us that we were entitled to a refund of some of our expenses because of this huge inconvenience. Before returning the truck we called Uhaul about this. They told us to speak to someone at the place of drop off. This man said that he did not handle those issues and told us to call Uhaul again. I did this and gave the representative the information he requested for a complaint to be filed in order for a reimbursement to be made. He told me that I would be hearing something from the company within the next three days. On the third day I called Uhaul again and was given a complete runaround. I was disconnected, given wrong numbers, and put on long holds several times. Finally, hours later I was informed that earlier that morning my complaint had been reassigned to another office and it would be two more days before I heard anything. Uhaul charged my credit card $514.08 at the time I picked the truck up, not days or weeks later. Uhaul should be just as quick to address my complaint and just as concerned about my satisfaction.Desired Settlement: At least twenty percent of the $514.08 that was charged to my Mastercard should be reimbursed.

Business

Response:

July 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Field Manager for the U-Haul Company of [redacted] followed up on the information Ms. [redacted]provided. He informed our office he attempted to speak to Ms. [redacted]but found her phone number listed no longer in service. He sent her an email advising her of a refund for $100 as an adjustment on her rental and offered his apology for the inconvenience she experienced. The refund was issued back to her Master Card account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered a 26 foot truck for my moving day on July 31st. I was called two days before that and they told me the truck I ordered was not available and if I wanted that size truck I would have to drive three hours to [redacted] to pick it up. I was then told I could have a 10 foot truck with a 6 foot trailer. I had to drive a hour away to get the 10 foot truck and a half hour to get the trailer. When I went to pick up the trailer it was not there. I have spent over 3 hours on hold with this company being bounced around from one person to the next, with none being help full. I paid over 70 dollars in my own gas money in this truck because I had to make three hour each way trips to be completely moved. I would not have had to do this if I had the truck I requested. This company made a all ready stressful situation a complete nightmare for me. They out taken reservations like a airline agency. They take a order they do not have equipment for and are making there costumers life's a nightmare. They need to be stoppedDesired Settlement: I would like to be completely refunded the amount of my purchase and would like extra for the gas I had to put in. A total of $150

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. He sent Mr. [redacted]an email offering his sincere apology for the inconvenience he encountered and explained that although we do our best to accommodate the preference of every family requesting equipment, we do run into situations where we experience equipment shortages and unable to fill the reservation exactly as requested. Mr. [redacted] also issued a refund for $80.00 as an adjustment on Mr. [redacted]rsquo;s rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation of a u-haul at Davis office, located at [redacted]. I cannot choose time to pick up and return. I thought it was 24 hours, but they gave me only 4 hours, 9:15-1:15PM. I went to the office at 12PM, and wanted to know whether I could cancel it. They were angry at me and yelled at me, saying charge me $50 fee even I have not seen the vehicle, which is a universal rule at U-Haul.Desired Settlement: Apologize and refund

Business

Response:

August 5, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted]r, our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

I have received your concern via the Revdex.com in Arizona. I have credited your VISA card ending in 9881 with $50.00. You should see that back on the card in 3 to 5 business days. We did send you a text message on 8/2 at 12:32 p.m confirming the pickup time and location as well as an email confirmation. I'm sorry this wasn't enough time for your move. Again, I have issued the credit today.

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 have been a customer for a few years and live 3 hours away. I have had financial problems but always pay my rent even if late fees occur. I have had good communication with this Uhaul on both of our parts until this month. For some reason UHaul failed to call and advise me of the status that my account was in.

I received a late notice but thought it was the first notice as nothing was stated the actual status. As it turns out this late was the second month and was close to going into a lien status which I have never been in before. Uhaul did call me today but not prior to today to let me know. I do have a note on my account not to call and send me nasty emails repeatedly when the account is in the first two weeks to a month of being late. However, it is unlike me not to pay or let it get to a lien status as it has never been before. Uhaul called today but couldn't call Friday or Saturday? Uhaul has called in the past when they thought I may not be aware that I was close to going over two months...and I immediately paid.

I went on the site to pay the bill Saturday evening 8/17/13, thinking the bill was 68.00 but instead it was 83.00 and since my notice on the 15th just said late and I had not gotten a pre-lien notice via mail I thought it was just the second stage of being late. I couldn't call as it was after 8 pm and they close at 6pm.

Today, 8/18/13, they called and I immediately called back. Only to find out they failed to call or make an effort to make sure I understood the stage the account was in.

Of course there is nothing they can do even though I explained that I could have paid the night before especially if I knew the status that it was in.

Uhaul is incredibly difficult to work with and everything is blamed on corporate.

I think it's in excusable that I must pay the extra 50.00 in fees when inadequate notice was given.Desired Settlement: Refund of $50.00 and credit to my storage rent as it is unacceptable that I wasn't notified clearly of the status.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted]t for the U-Haul Company of Gainesville, followed up on the information [redacted]provided. She informed our office that [redacted]had made it very clear in her request that we not call her. Notes in her storage account indicate she asked to be sent messages by email. Ms. Proto relayed that emails were sent to [redacted]the same time as they are every month and then followed up with a phone call and advised she was going to be late on her storage rent. Ms. Proto added that they contacted [redacted]by phone and have done what she requested when they did not receive a reply. Ultimately it is [redacted]rsquo;s responsibility to pay her rent on time. Any late or lien fees when she is late are also her responsibility. A refund will not be issued.

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,

U-Haul International

Review: The services that were provided did not meet my standard. The vehicle that was rented in the contract I was told to be charged one price but then charged another. I spoke with the manager and he indicated he would make the needed adjustments but this never was done. While traveling I was provided a vehicle that had a terrible problem. A trip that would have taken 4 1/2 hours took longer because of the mechanical problems. My other concerns that I have addressed was that the milage posted on the vehicle didn't match what was reported (pictures available)When I returned the vehicle I was billed an extra amount for fuel which the vehicle was brought back with the same amount of fuel it had when we took possession of vehicle. (pictures aavailable) This has also been filed with the Revdex.com.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Karen Carson, Senior Staff for the U-Haul Company of **, followed up on the information Mrs. [redacted] provided. She informed our office a message was left for Mrs. [redacted] in order to obtain more details in order to offer a fair resolution. She hopes to hear back soon if not already.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation for a UHAUL Truck in Early May of 2013 for the last week of August in [redacted]. This is the week there is a Festival called Burning Man outside of [redacted], that has happened every year for the last 25 years . I was given a rate of 236.60 + 112$ for insurance plus 1.09$ per mile. I received a confirmed reservation number of #[redacted]. I made the reservation so early to be sure I had a truck for the time I would need it.

The week before the event, I was called by a women from UHAUL, who would not give me her name and was informed that due to Burning Man, they would not honor the reservation, that they had problems in the past with renters using the trucks bringing them back filthy. If I wished to rent the truck, the cost would now be 2800$ This would be 10 times what my reservation for. I was also informed that all of the truck companies in [redacted] were doing the same thing. The employee was extremely rude and told me I had no options, they would not honor the reservation. I called the UHAUL main number spoke with a gentlemen who claimed that was not how UHAUL did business but that he could not do anything about it.

I was then called by another UHAUL employee (Male) and told that the reservation would not be honored not due to the festival but because the trucks were not available but if I wanted to rent a same city truck, I could for...2800$.

The final straw was a call 2 days before our departure asking if I would still like to rent a truck from UHAUL with a discounted rate or 2300$!!!

This is a company I have rented from in the past for the exact same event. This seems to be nothing more than Bait and Switch. UHAUL in [redacted] is fully aware of the Festival and the dates it happens. ( 68000 people come flocking into [redacted] on the same day every year) If there was an issue with the rental why did the company not refuse the reservation when I made it. Instead , they waited till 5 days before the event, putting us in a terrible position for transportation.

I am appalled by the shabby and unprofessional way this was handled by UHAUL.Desired Settlement: Our truck last year cost of a total of 700$ ( rental, mileage and insurance) After many hours of searching ( vehicles sell out that week) We were able to rent a comparable truck from [redacted] .The truck we were lucky enough to rent at the last minute cost of close to 1300$. We incurred an extra 500$ on expenses due to the dishonesty of UHAUL. I am not sure what the outcome of this exchange should be but I do want other users to be aware of the unprofessionalism and lack of customer service the company provided.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]1

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

[redacted], our Traffic Manager in our [redacted] office, followed up on the information [redacted] provided. She informed our office she left a message for [redacted] requesting a return call and also advised her she would like to send her a $100 VP Certificate and offer her apology for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I brought the uhaul back on the date that it stated to bring back after hours. I spoke to someone named [redacted] to make the payment of the remaining of the $11.79 that was owed. I spoke to another associate who indicated that they charged me the service fee of $30 because I didnt bring the truck back in time. I have proof that I brought it back on the same day and the time. so I called in to pay the $11.79 and there was a service fee I stated to them that I should not have to pay that. He stated that the assistant manager [redacted] was not there and neither was his manager [redacted] which was on 09/25/13. He called his supervisor, and his supervisor stated that he can waive the fee and only charge me $11.79Desired Settlement: I would like my refund of the $30. you guys charged my account twice 1 time was authorized by myself in the amount of $11.79 the other amount of $41.79 was not authorized and I did not get a receipt and I did not appreciate that.

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

According to the rental contract, we collected a $100 cash deposit on the rental. When the contract was closed out there was a balance for $11.79 on the contract. The balance was put on a Promissory Note and was sent in for collection. When a billing account is set up, we charge a $30 processing fee. The total amount was charged to the credit card on file. The amount of $41.79 has since been refunded back to the same [redacted] account on September 23rd and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 26 ft U-Haul in [redacted] on September 28, 2013. On September 30, 2013, it was packed and I headed to my destination. [redacted]). Approximately 15 miles south of [redacted], the U-Haul started smoking and fluids spewed out. We pulled to the side of the freeway and immediately called U-Haul roadside assistance. We were disconnected by 2 different representatives. Finally, the 3rd representative said they would send someone to help us. We sat on the side of the freeway with our 4 children while the U-Haul was fixed. With the wait for the mechanic and the time it took for him to fix it, we were there for about 2 hours. We got back on the road and, because of the delay, had to stay in a hotel in [redacted]. When we woke up the next morning we discovered that the U-Haul had a flat tire on the front driver side. We immediately called U-Haul roadside assistance again. The representative said it would be approximately 3 hours before anyone would be there to assist us. 4 hours later, help had arrived. In the meantime, I call U-Haul customer service and ask about our bill. After being disconnected 3 times, the 4th representative assured me that they would compensate us for the inconvenience. Her offer was a $200 discount from our bill, reimbursement for the hotel and food bill, and a $50 coupon off of our next rental. She also extended the amount of time that we had to turn in the U-Haul. Because of the delays, she said we could turn it in on the 6th rather than the 2nd. She told me that an AFL (Area Field Manager) would contact me in a couple of days to speak to me. We got a call from [redacted] from the office in [redacted] where the U-Haul was to be returned, asking why it hadn't been turned in yet. I explained our situation and that we have been allowed to keep it extra days. He said that no one made him aware of this. On October 2, 2013, at 10:46 a.m. [redacted] an Area Field Manager, called me. I apologized to him because I was unable to speak to him right then. I asked if he was able to call me back. He said yes and asked how long I needed. I said I could take his call in about 3 hours. He didn't return my call until October 4th at 4:39 p.m. He asked if I had the receipt for my hotel stay, to which I said yes. He said he would be happy to reimburse us for that and take $100 off our bill. I informed him that I was not satisfied with that and we had already been told that we would get a larger refund than that. He said that whoever I spoke to was not authorized to make that decision. He also said that it did not state anywhere that we were allowed to keep the truck longer. I asked him for his fax# and sent him my receipt for the hotel stay. I called the corporate office and spoke to a representative named [redacted]. After I explained my situation to her, she was rude. I asked her for her supervisors name and she said she didn't have one. I said that she must report to someone and would like their name. She put me on hold and I was promptly disconnected. I called back and got a different representative that connected me to the Regional Office in [redacted]. I spoke to a gentleman named [redacted] who told me that the time allowed on the truck had still not been extended. He said he fixed that problem. I am dissatisfied with the outcome and the minimal compensation that was offered to us. (and then taken back). Thus far I have been told that we will be reimbursed a total of $307. This is was [redacted] in the regional office told me. With the hotel stay and the U-Haul rental, I paid out a total of $1,200.00. That is unsatisfactory.Desired Settlement: I would like for communication in this company to improve and better compensation for the extreme inconvenience and poor treatment by customer service.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office he issued a refund for $307.54 back to Ms. [redacted]s [redacted] account as an adjustment on her rental in addition to the $100 VIP Certificate that was issued to her. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The credit should post on her next credit card statement.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: Storage Unit Contents Auctioned Without Sufficient Prior Notification Of Intent. I rented my storage unit in July 2012. Between August 2012 and March 2013 I received regular mail, phone messages, and emails from UHAUL whenever they needed to reach me. At the end of June (2013) I received a letter that was read to me over the phone because I was travelling that stated I had an unpaid balance of significantly higher than my monthly rent. It included late charges and fees so I wondered why nobody contacted me before it got way out of hand they had previously been communicating if I had a late payment by writing letters and calling. To cut a long story short, I got an email on October second stating my belongings were to be auctioned in a couple of days. I called the specific location and a sales associate told me to call the manager the next day (3rd) to make payment arrangements to stop the auction which was to take place on the 4th. At my request, he made a notation on my account. I called at the pre-arranged date and time, the manager was unavailable but another store associate informs me that my belongings had just been auctioned that very morning at 9 am (on the 3rd not the 4th), and the new owner had already left with everything.While I am still in shock she IM's the manager who tells her a certified letter was delivered and signed for at my new residence several days ago. When I ask for the name of the person who signed for it, she told me I had to get on a flight, fly across the country because she couldn't give me the name over the phone. I then talked to her regional manager who told me she could tell me the name. She opens my file and informs me that she has my auction paperwork, and the letter, unopened, unsigned, and stamped un-deliverable. The address they sent it to... my former address that I left in July 2012. I am currently seeking legal advice because this is a case of wrongful lien sales. I was given inaccurate and misleading information.Desired Settlement: Restitution in full, I will be exploring my options with my attorney and the Revdex.com.I have previously lost all my belongings in a hurricane, an act of nature / God I can handle. This is particularly difficult because I am pretty sure that UHAUL has been less than forthright with me.

Business

Response:

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

[redacted], our Executive Assistant for our Northern Virginia regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s storage unit was advertised for auction in accordance with company policy and the state laws. Proper documentation and notification was done. On October 3, 2013 an auction was conducted, however, Ms. [redacted]’s unit was not touched or removed from the property. On October 4th our GM of our U-Haul Center returned a phone call to Ms. [redacted] and advised her of the above. Ms. [redacted] stated she will have a friend pay her outstanding bill. We received a call from [redacted] who made a credit card payment for the storage unit. The name on the credit card was [redacted]. The outstanding balance for seven months plus fees were paid and the account was current. Ms. [redacted] was made aware on several occasions that it was her responsibility to keep her account updated, including payments and contact information. She was provided with free online service that allows her to maintain this information. When the room was prepared for auction, her lock had been removed from her room and replaced by a U-Haul lock. That lock has since been replaced and her room secured with a new lock and the keys were sent by FedEx to the California address she provided. On October 8th we received a signed receipt for proof of delivery, which was uploaded into her storage account. On October 7th Ms. [redacted] was sent an email requesting her to go online and update all of her contact information.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a u haul and paid for it in full. I confirmed the pick up location and time at 10am thursday 10/17/13 for pick up at 7am on 10/18/13. They called at 4pm the same day and changed the location and pick up time. This was not acceptable and when I called them back to express my displeasure and explain that this was an inconvenience that was not acceptable they cancelled my reservation without my permission and charged my credit card twice and treated me very poorly. I was told that I could not get any credits or even file a complaint until after I picked up the u haul. This sounds shady to me and was absolutely ridiculous.Desired Settlement: I want my money back. All of it. I did use the uhaul but only because they left me no other choice as I didnt have time to make other arrangements due to their negligence. And I want an apology for the shabby way I was treated.

Business

Response:

October 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted]r, whose name actually appears on the rental contract.

[redacted]g, our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She advised our office she has made attempts to reach Ms. [redacted] at the three telephone numbers we have on file and was only able to leave a message on one of those numbers requesting a return call. Since she had not heard back, she sent an email explaining, other than the $50 VIP Certificate that was issued, no monetary reimbursement would be made.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a U-Haul Tow Dolley from Muncie, Indiana to Middletown, Ohio. While on the drive, the tow dolly's tire pop 2 blocks from where I picked my car up. I called the help line and U-haul sent a mechanic out. He informed us that "They should have checked the tire pressure upon renting the dolly. It took the repair service 2 hours to fix the dolly. I spent around $92 all I want is a refund. It took 1 1/2 hours to repair a bad tire that should have never been out on the road anyways. Ive call repeatedly it took 6 phone calls over the process of 2 weeks to get an unsatisfactory resolution from a customer service manager. When I expressed my problems with the product, time to fix the product, and the bad customer service experience. She insisted that if I don't want to use a $40 U-Haul credit give it to a friend. I was given the wrong phone number over the internet through the customer service chat agent. I was told someone would call me back in 2 to 3 days. I had to call back as they didn't. I was told by another agent she would call back in 15 minutes she was having computer problems she never called back. I was put on hold for 15 minutes to get hung up on. Called back put on hold for 10 more minutes to have customer service tell me that they closed my claim and they will reopen it and it will take 3 more days. This has been an awful experience. I just want a refund for the service. This is the worst customer service experience I have ever had. I have used U-Haul in the past, no trouble. Equipment was checked upon rental (by U-Haul) and again upon return ( by U-Haul). This was a time sensitive rental but added 2 hours to our ordeal.Desired Settlement: Desired Settlement: I simply ask for a refund deemed by the company which failed to properly inspect the defective equipment.

Business

Response:

November 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]r, our President for our Central Indiana regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to a woman that answered the phone and discussed their concerns in detail. The Tow Dolly Mr. [redacted] rented had been checked in from the previous rental and was in ready to rent condition. The tire vendor that was sent out to assist Mr. [redacted] found that the tire had a severe bent belt, which is either from a defect or impact. In this case, Mr. Reigelsperger relayed he believes the damage was done from impact such as hitting a pot hole since the tire had no punctures and became instantly deflated. He explained that the 1 ½ hour wait for service was not an unreasonable amount of time for the service provider to obtain a tire and travel to their location for the tire change. Mr. Reigelsperger also explained U-Haul could not police the road hazards so we do the next best thing, which is to provide roadside assistance when our customer has tire trouble on our equipment. He found no negligence on behalf of U-Haul.

As we value Mr. [redacted] as a customer, we sent him a $40 VIP Certificate on October 31st that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I don't want a $40 U-Haul credit. And before you assume you spoke to a woman maybe you should ask for a name. It was impossible that the tire hit a pot hole. After we put the car on the rental we drove 2 blocks in a residential area. There was no pot holes and the area barely had any curbs. We was able to drive 2 blocks. I'll admit now that customer service is not U-Hauls strong point. Keep the money, keep the credit (THAT I WILL NOT GIVE TO A FRIEND) as I was told to do by customer service. I'm sorry to say that I'm am very disappointed with the whole situation. The resolution will be I will find other businesses and will no longer recommend or use U-Haul again. Thanks everyone at the Revdex.com I wouldn't even have gotten a response if it wasn't for your service.

Regards,

Review: I rented a truck and trailer, trailer was unavailable to me at three different times on my moving day, they sent me to Northampton to pick up this trailer. The day was a nightmare! When I complained about this I was told a reimbursement of the trailer I had payed in cash for would be mailed to me for all the aggravation that had happened. This was on August 31, 2013. I have not seen any money yet. I have spoken to multiple people, who tell me a different story each and every time I have tried to collect reimbursement they had agreed to. I have spoken to corporate office several times this week still with no satisfaction.Desired Settlement: Requesting the amount of the trailer rental as offered. The amount total is $445.19.

Business

Response:

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted. We attempted to obtain a name of the employee Mr. [redacted] states would issue him a refund for the trailer rental fee. He was not able to provide a name and we have not been able to confirm this information, which is actually not U-Haul policy. We did, however, issue a refund for the $50 Reservation Guarantee Fee to Mr. [redacted] on October 25th to his 219 Long Street address in Limerick, ME. He should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Sent from my iPad. On 8/31/13 I reserved a truck and trailer for 9:15 am . [redacted] the manager called me said ok to come and pick up units ,when I arrived only the truck was there no trailer Was told by [redacted] to come back in an hour the trailer will be there at that time . I returned at that time and the trailer was not there , he was trying to locate a trailer for me to use ,while I was waiting for a response [redacted] told me they have a trailer in Greenfield mass and was going to have it delivered to Springfield mass location I then left with the truck so I could start loading I then was called about 3:00 pm by [redacted] that the trailer was on site I then returned and the trailer was not there [redacted] told me he had rented it an 1/2 hr before I got there. I then called uhauls 1800# and talked to [redacted] and explained what had happen she would locate a trailer and call me back . I was informed that there was a trailer in another town Northampton mass and I would have to go and get it I then asked her what would you can do to correct this issue She said they would refund $50 reservation fee I said to her that wasn't good enough, she the said uhaul would refund the cost for the trailer rental the amount of $455.19. I agreed she then said she would process this right away I thanked her and left for Northampton to get the trailer . On 9/1213 I called uhaul because I have not received any refund I spoked to [redacted] extension# 861635 she told me that she had my info on file and a refund was on record but could not verifiy that I was sent to me or not . On 10/23/13 I called uhaul in Springfield mass and spoke to [redacted] he said that the money was issued to my credit card and he then gave me the last 4 digits at that time I checked my account and found nothing applied I then called back and talked to [redacted] and was told there is no refund coming to me that she was going to send me the $50 Why? [redacted] ,[redacted] they all knew about the refund . I hope this issue can be resolved. Thank you, [redacted]

Business

Response:

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

[redacted], our Executive Assistant for our Western MA and VT, reviewed the recent information Mr. [redacted] provided. She relayed she did not handle Mr. [redacted]’s reservation or route him to Northampton as she does not work in our Traffic Department. When she spoke to Mr. [redacted] after he made the initial complaint with your office, he stated he did not know the name of the employee whom he stated would give him a refund. She discussed Mr. [redacted]’s concerns with our President and Traffic Manager for our Western MA and VT regional office and it was concluded that a refund is not warranted. Other than the refund for the $50 Reservation Guarantee Fee that was already issued, no further refunds will be forthcoming.

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 thank you for handling this case the only recourse I have is a witness that was with me at the uhaul in Springfield mass location.[redacted]

[redacted]phone# ###-###-####hope this helps thank you

Review: I rented a uhaul on dec 9th for 24 hrs. Before that time we realized we would need the uhaul an additional day. We called the phone number on the contract and extended the rental one more day till 530 pm. The office called half an hour later asking if we were bringing the truck back and we explained we extended it for another day. We called back to the 800 customer service number at that time to be sure we were extended and spoke to [redacted] who said it shows in the record were extended till the next day at 530 pm. The next morning I got 5 phone calls from [redacted] at the uhaul office, who is very rude and says she will report the truck as stolen if its not returned immediately. Several times she was told its extended to 530. She cursed and yelled and talked over me not wanting to listen. So I called the 800# to rectify this. Every call made resulted in a tranfere and the call was lost. The last person I talked to said the truck had to be returned immediately . she said the notes only say to not extend past the original day and she called me a liar saying we never talked to anyone to extend the truck the previous day. Her name was [redacted] in the traffic dept in denver. I asked to speak to a supervisor and she refused saying no one in denver had more authority than her. When I asked to be transfered back to customer service I was hung up on.

Product_Or_Service: uhaul truck

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

I want to see the employees [redacted] ( at the local uhaul office) and [redacted] ( in the denver traffic office ) counseled ontreating customers with courtesy, I'd like an apology letter for the numerous harrassing phone calls while I;m busy, an apology for threats made to me by the people who made them and a discount on my next uhaul rental ( which will never be from that location )

Business

Response:

December 17, 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 Northern Colorado regional office, followed up on the information Ms. [redacted] provided. She informed our office a meeting took place with Ms. [redacted], Ms. [redacted], Mr. [redacted], our President for our regional office, and our GM of our U-Haul Center. Our GM apologized to Ms. [redacted] and the damage charges were waived along with the extra day charges.

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 October 27, 2013, I booked a U-Haul for October 29 at 3:15PM from the U-Haul location at [redacted] (Order #[redacted]). In my contract and at the time of picking up the truck, I requested 3 hours of use as I was moving between two locations within the [redacted]. Since the employees at the location close the facility at 5 PM, I was told to just park the truck and leave it at the location. I was told that there are CCTV cameras and the bill would be processed for the number of miles I had driven in those three hours. I ended up driving 5 miles or less within the neighborhood and return the car more than half an hour earlier than what I had requested.

However, to my utter surprise, I was sent a bill on October 30 with the mileage used shown as 48 miles, 10 times the amount I had driven. U-haul automatically sent the bill to the credit card account that I had provided. The bill sent through e-mail has empty fields for signatures and they didn't find it appropriate to ask me before going ahead with this payment. In effect, I haven't categorically ratified that bill.

Over the next few months, I lodged complaints both over the phone and through e-mail at [redacted] After no action on the part of U-haul, I was finally left a voicemail by an employee called [redacted] (Phone no. ###-###-####). I was told he would inquire about the situation and check if the mileage is consistent between the reservations before and after mine, in the U-haul records. I also told him that if there are cameras in the premises, they can easily check that I brought the truck back in around 2 hours. And a mileage of 48 miles is somewhat improbable in that period of time, especially since I had driven it within [redacted] and had given a single-digit estimate at the time of picking up the truck.

I did not receive any information from U-haul for several days. I then called up Luis, who told me that the records are consistent with 48 miles being driven between the reservation done before and after mine. I inquired if I could be provided proof of that or whether he had checked the CCTV cameras but no response was provided. The call ended abruptly.

I have a few problems with the conduct by U-haul:

(1) Flawed billing system: I was not asked before putting another transaction on my card. No signature or due process was asked for or followed.

(2) Poor system at the location: I am not sure the location was safe. I was asked to leave the truck and the keys within the truck. There was no security in the location. I am not if someone else took the truck overnight so I had asked U-haul to look at the CCTV footage, that they told me before the reservation, they have installed in the location.

(3) Poor customer care: I was not given enough proof that an adequate evidence had been collected that why my complaint could not be pursued further.Desired Settlement: I want an explanation how 48 miles could be driven in around 2 hours within [redacted]. I need proof that due investigation has been conducted to check the mileage in the truck and that the security cameras have been checked. The process of billing without permission or signatures has to be stopped, even if the disclaimer in the contract says U-haul can charge any amount it wants on your card. I request a refund on the amount I overpaid due to being billed for 48 miles instead of less than 5 miles (4.8, assuming there is a typographical mistake). A quick response will be appreciated.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for our error and advised him of a refund for $43.44 as requested. The refund should post on his 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,[redacted]Executive AssistantU-Haul International

Review: I have attempted to set up a auto pay with this location since the first month and it never seems to work. I have been billed for "pre lien" penalties twice. I have made numerous attempts to contact the location via phone about this [redacted]er, and over three months ago the manager did call me back and say he would resolve the [redacted]er and call me back. I have never received a call from him. The national number informed me that it would require the manager to call me, and they have not been able to contact him on the numerous times I have tried.Desired Settlement: As was promised I would like all the penalty amount removed from my account or credited to the account. And would like a paper form establish the auto pay, as my trust in this company to keep their word is non existent. At this point I want all the communications to be resolved via paper and mail, NOT via phone. I want records at this point not promises of a return phone call.

Business

Response:

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at National Rd., followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted], issued a credit to his storage account and set up the account on autopay.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I spoke with the GM of the U-Haul location and was advised that only a portion of the fees had been reversed. I advised him that I had already paid numerous fees and would like those reversed as well. He informed me that he would get an answer on those fees and return a call in 24 hours. Once again it has been days and I have not seen any changes to the balance, nor have I received a return call as promised.

As of Feb 24, 2014 I have still NOT been able to set up the auto pay, as he was to call back to set that up as well.

I would like the fees reversed and a WRITTEN CONFIRMATION, and as in the original complaint "no further promises of phone calls".

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,

Business

Response:

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at National Rd., reviewed the information Mr. [redacted] recently provided and explained he waived all fees and added an additional credit to his storage account. He has attempted multiple times to get auto pay set up and has left messages and his cell phone number for Mr. [redacted] but has not received a call back. He did offer his apology in the message he left recently for failing to call him on the previous Friday as promised.

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 [redacted]er to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: This company are fraudulent, I rented a Uhal from them on Sunday March 1 2014, They told me that I will pay $ 1 dollar and 99 cents per mile and $29.99 to rent the truck. They took my credit card for hold till afternoon when I get back the truck. Calculating the miles and the total it came up to $88.00 dollars . I filed the truck with gas and I paid with my credit card and I figured out everything will be ok. The guy that helped us supposed to email me on Monday March 2 so I know how much I am getting charged and to have a receipt. He told me is is closing at 3 and if I get there after that to leave the key in the box and park the truck across the street. That is exactly what I did . Never heard from the guy I tried to call each day for 3 days and the forth day finally someone pick up and its a different guy telling me the other guys is not there and what do I want. I called him and told him he charged me extra money that what I supposed to be charged and I want to know why. He was very rude cursed me out and told me that is what I get charged and he is not giving me any receipt and to stop calling him. So this people charged me 58 dollars extra on Sunday and 88 on Monday. The 88 is the right amount the 58 I SHOULD NOT BE CHARGED and plus I dont even know for what. I told him to return my money back on my credit card and to give me a receipt but no way he hang up on me and cursed me out. Please help me get my money back, this people are criminals and liesDesired Settlement: I just want to be charged for what I should have been charged based on the statement of $ 29.00 to rent and .$ 1.99 for the miles which totals of $ 88.00 dollars the other $58 Dollars they need to returned to my credit card account. I am also contacting my credit card company to see what can they do in this case. They are rude , unprofessional and plus they are tiffs. They think if a person looks European does not know the law in US. They have to return my $ 59.00 dollars back to my credit card

Business

Response:

March 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Brooklyn Queens Staten Island regional office, followed up on the information Mr. [redacted] provided and advised our office he had offered his apology for any mis-communication. He also issued a refund for $48.61 as an adjustment on the rental. The refund was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 3/7/2014, I made a reservation with Uhaul to pick up a 20 foot truck and car carrier. I was given reservation # [redacted] to pick up the vehicle on 4/4/2014. On their website there is a $50 promise that the will have the truck and carrier that I asked for on the day I asked for, or they will give me $50. 4/4/2014, I was called by the owner of the facility that they did not have a 20 foot truck available. When I called the main uhaul number and spoke to [redacted], she indicated that it was my responsibility to call around and find the truck I needed and she would not honor the $50 guarantee, in fact, she said they never pay that guarantee anyways.Desired Settlement: Give me my $50 as promised.

Business

Response:

April 9, 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 Mississippi regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Mr [redacted], It is with great concern and regret that we recieved you letter outlining the problem you had with your truck and trailer reservation. First and foremost, on behalf of UHAUL Co of Mississippi, I would like to personally apologize for your inconveniences. I have researched your reservation and I do show that you indeed are entitle to the $50.00 Reservation Guarantee. I will credit your card and you should see the money in 3 to 5 working days. We valule our customers and ask that you continue to provide feedback about services you receive from our company. If you have any further questions or concerns please contact me personally at ###-###-#### Thank you, [redacted] Uhaul Co of Mississippi Executive Assistance

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: Consumer stated that he payed for storage of his motorcycle trailer back in October 5, 2013 all the way through May 4th, 2014, totaling $239.70. When she signed the contract with a Mr. [redacted] he stated that he wasn't use when he would be in but it would be around that date. the Consumer then called a week later to tell Mr. [redacted] that he would be in on the 17th of May. Mr. [redacted] told him not to worry about the extra 13 days. Consumer has no problem paying the additional days at a prorated price. However, Mr. [redacted] wife the Manager confronted the Consumer when he arrived in town wanting him to pay $54.94 for the 13days which is more then one month alone.Desired Settlement: The Consumer would like for the business to prorate the days that the storage was used instead of over charging him, when he was told in the first place that he didn't have to worry about the 13days.

Business

Response:

May 30, 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 Coastal South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office an email had been sent to Mr. [redacted] by our U-Haul Center GM advising him nothing additional was owed including the 13 days or any late fees.

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: Reserved U-Haul U-Box end of March 2014 for pickup on May 16th @ 7am at [redacted].

May 16: Day of pickup I receive phone call from [redacted] location that I must go to [redacted] location instead to pickup the U-Box

Forklift broke several days before and decided to not notify me ahead of time about the change in location. So now I had to stop, turn around and drive almost 20 minutes away- when I purposely chose the [redacted] location because it was only 7 minutes from my home. I arrive at the [redacted] location and while I'm waiting on line, I receive a call from [redacted] location telling me I have to go yet a third location instead in [redacted]. I was not pleased with this run-around and would have to drive another 20 minutes in another direction. To me that is unacceptable. When asked to speak to the manager at the [redacted] location- apparently she would not be in the office until 1pm. [redacted]- the manager from [redacted] (who was very nice & helpful) told me to not go to [redacted], but to take the U-Box from him and go back to [redacted] to fill out all paperwork. At this point I decided to wait until after 1pm so that I could speak to the manager, Felicita, at the [redacted] location. {Keep in mind that I am moving from NJ to San Diego, CA and have to pack the entire box by 7am the next morning, so clearly all this back and forth, running around is taking away from my time]

I call the [redacted] location and come to find out that the manager is nowhere to be found. I was not going to waste my time and gas going to the location- to find her not there. I continued to call the location several times and she was "not available". I proceeded to contact the customer service hotline and ended up getting transferred to the [redacted] location, where I spoke to TCM [redacted]. He was very helpful (at first) and went into the SP location to write up my contract- at this point it was 5pm. He told me I would be able to handle all paperwork the next day and was allowed to return my U-Box by noon. In addition, I was giving a refund of $50 for my troubles of being forced to travel throughout different counties. Also, [redacted] recommended that I return the box to his location in [redacted] for he would be able to ship quicker for me as a courtesy- being no later than May 20th.

May 17th: Return of U-Box- spoke to [redacted] and he referred me to [redacted] to complete my paperwork. All forms and documents were signed and Gypsy Moth Checklist was turned in for shipping purposes. $50 was refunded. I was promised shipment date of no later than Tuesday, May 20th.

May 19th- receive email from Morgan Smith from Arizona that my Gypsy Moth Checklist was never turned in and is delaying shipment. I replied back to him in the email that there was a mistake because I physically handed in the checklist May 17th upon drop of U-Box to [redacted]. I never received a confirmation response so I decided to call the [redacted] location to speak to [redacted]. I made several attempts to contact [redacted] and all phone calls were diverted to the call center- where representatives would send Instant Messages to the location to call me back. I called the location on May 19th 3x- no return call. Again on May 20th 2x- no return call. Finally, after the numerous calls and no answer- I went to the location. I spoke to [redacted] and he told me [redacted] was not available. He gave me his direct number to call. I called the next day (May 21st)- spoke to [redacted] and again could not get a hold of him. Called the next again (May 22nd) after asking to speak to [redacted], [redacted] laughs and tells me again he is unavailable. When I give her my callback information- she cuts me off saying "oh I know who you are"- laughs and hangs up. Clearly she is aware of who I am because I have made several attempts. I do not find it humorous that as a customer I am being given a ridiculous run-around to get in touch with the manager, nor find Gracie's phone etiquette and customer service in any way professional. That should not have to be tolerated.

May 23rd: Phone call with [redacted]- finally spoke to him and when I asked why it took a whole week for a response- he laughed and replied "I am a busy man"- that is not a justifiable excuse. He proceeded to explain that the Gypsy Moth Checklist was received but "supposedly" the location the U-Box was being shipped from was listed as a California address. I explained that the information he told me was incorrect and I have copies confirming that the address written on the checklist was in fact my address in NJ. Honestly, I am not sure how such a mistake could be made when it was something written clearly on a piece of paper and NJ and CA are 2 completely different states. He laughed and said he would ship it my box out as soon as possible- he promised me by the following Monday- May 26th. Now I purposely set up the shipping of my belongings so that once I arrive in San Diego- my box would be there for me. So my courtesy of having my box shipped by May 20th now changed to a week later- UNACCEPTABLE. Same day- receive a call from Jeffrey from [redacted] location confirming if my box was being shipped to their location because the original contract from [redacted] was labeled as "cancelled" and was never updated that it was transferred to [redacted].

May 28th: received 2 separate emails:

Email 1: My goods were shipped.

Email 2: My goods were received.

How is that possible that my goods were shipped and received on the same day- especially when NJ and CA are 3,000 miles apart?

At this point I am en route to San Diego by car. I attempt to contact [redacted] location several times and again to no avail. I spoke to several customer service representatives because the phones at the location are bumped to customer call center. Numerous instant messages were sent for the location to call me. No return call made.

June 2nd: Arrival to San Diego- still no contact made to customer (me) from [redacted] location.

June 3rd: Another attempt to contact the [redacted] office- again bumped to customer call center. Spoke to Jo (very helpful) and demanded that I receive compensation, a generous refund for all my troubles- considering the $50 does not seem to justify what I went through. She advised that I make a formal complaint through the corporate office. In addition- all calls made to customer service and all complaints leading up to the call with Jo- were NEVER noted in the system under my profile. Why is that? Aren't customers concerns supposed to be noted? Jo told me she would update the system notes with my issues. Also, there was a note made on my account that I requested for my box to stay in storage for several weeks upon arrival- completely FALSE. Not once did I ever ask for such a request.She proceeded to transfer me to the complaint line- which I spoke to [redacted]- who then transferred me again, finally landing with Nathan who put in my complaint. He filled out a customer complaint form & gave me a reference number for it ([redacted]) After completing the complaint form- he attempted to call the [redacted] personally for me. At this point it was 6pm (Pacific Time) and the location closes at 7pm. He told me if I did not receive a callback (he sent an instant message to the location to call me) that to try again tomorrow (June 4th) and if my phone call was once again unanswered, to contact customer service again.

June 4th: (Today) Call made to [redacted] location at 10am (Pacific Time) and still calls being sent to call service center. I spoke to Jeff and he sent yet another instant message to the location. He advised to go to the location. I do not find it fair I have to go to the location to get an answer because they do care to give me a call back. All I am trying to find out if in fact my goods are at the location. I am over 20 miles away from the location and I planned to have them drop off my U-Box with movers to my apartment. Why should I have to go to the location- when they provide the drop-off service for me? Will U-Haul be refunding me for my transportation to the location?Desired Settlement: At this point- I believe I am entitled a full refund of $1,592.55 for the ridiculously, inconvenient, unacceptable, mind-blowing, unprofessional experience and unsatisfactory customer service and treatment I received. In addition, as a courtesy, I am requesting the added service of a drop-off with movers to my location with no additional charge. That is the least that U-Haul can offer me after this nightmare.

Business

Response:

June 12, 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 Central New Jersey regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that payment for the move was taken on May 17th. Ms. [redacted] was quoted 14 business days for delivery, which would have been by June 5th. The U-Box was actually delivered on May 28th. The U-Box was delivered to Ms. [redacted]’s residence at no charge. Ms. [redacted] offered her apology for communication issues in her message and advised her of a refund for $100 as an adjustment in addition to the $50 previously issued. Ms. [redacted] should receive the refund check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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.

First and foremost, I have not received any message from anyone at U-haul or from a [redacted]. This U-haul representative, [redacted], addressed only one minor issue out of the countless issues I experience with the company. I am not sure who Mr. [redacted] is, but I, Ms. [redacted], was in no direct communication with anyone, after the numerous attempts to get in contact with someone at any of the locations/offices. In addition, I was told by multiple customer service representatives that no one could assist me since my complaint was put in and that only Revdex.com could assist me with anything. Please have the respondent refer back to my letter sent to the Revdex.com and to carefully review it for a more fair resolution, as $100 is an unacceptable repayment for what U-haul put me through. Again, I believe I should receive a full refund of $1,592.55.

Regards,

Review: moved july 5th,supposed to have truck in north Attleboro confirmed,showed up,no truck available,had to go to norwood to get a truck,had to pay movers an hour to wait while I drove to na then norwood then back,been calling them weekly for a monthDesired Settlement: trying to get reimbursed for not having a truck,xtra miles,gas,and 1 hour for movers,for truck rental

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our E[redacted] Regional Office, followed up on the information Mr. [redacted] provided. She advised our office Mr. [redacted] was given credit for extra miles and the Reservation Guarantee Fee. She also mentioned that Mr. [redacted] had planned to hire movers from 9:00 AM to 3:00 PM. As U-Haul is a do-it-yourself moving company, we cannot be responsible for personal commitments, therefore, no further refunds our adjustments will be issued.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