J.R.J. Tara Corporation

Review: I scheduled a U-Haul 26' truck and auto transport for a long distance move from S.C. to In. on 3/12. My pick-up was requested to be here in town (Florence, S.C.) on 3/15. On 3/14 @ 15:43 I received an email that my equipment was to be picked up 1.5 hrs away in green sea, s.c. After spending an hour on the phone being transferred back and forth to people finally I was told that was the only location this equipment was available at. I believe the company should have contacted me sooner so more options were available to me if I decided to rent somewhere else, or they should have been able to bring the truck here to the very large, full service U-Haul business in town (which they say they are not allowed to do). They said I was given extra mileage to account for the distance I have to travel to pick up the equipment. I don't believe that is enough.Desired Settlement: I would like 35% off my bill to account for my extra time and personal vehicle gas/mileage.

Business

Response:

March 19, 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 attempted to speak to Mr. [redacted] but had to leave a message on his voice mail. A refund for $220 was issued back to Mr. [redacted]’s Visa account as an adjustment on his rental. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I had made 3 or 4 payments for a storage unit for a friend of mine when she was falling on hard times.she ended up being delinquent on payments afterward so u haul decided to take the money she owed them out of my credit card.now everytime I made a payment for her I would call and state that I would like to make A payment for my friend.I never had a contract with U-Haul or authorized anyone just to take the payment from my credit card whenever needed.I contacted thm on this matter and just got a run around. I contacted my credit card company and filed a dispute which did not get resolved and was told to contact the better business bereau.

Product_Or_Service: u haul storage podDesired Settlement: DesiredSettlementID: Refund

I want reimbursed 405.32 and I think criminal charges should be filed I believe that is called theft. I realize its only 400 dollars but that's not the point if they thought it was alright to to use my card at will then why did she have to get 400 dollars behind before they stole my money.

Business

Response:

April 7, 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 NW Ohio regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear [redacted], It was never the intent of the Storage location to steal your money. They had on many occations made attempts to contact [redacted] concerning her account with no success. After many failed attempts they charged the card on file hoping that someone would call and they could settle the account. I apologize for the inconvenience this may have caused you. Your account has been created for $405.32 and the card removed from her account. If there is anything else that I can assist you with please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Co. of N.W. Ohio

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I had scheduled a rental on-line for a 10’ truck (confirmation #[redacted]) for Friday March 28, 2014 – Sunday March 20, 2014. Because the house I was moving into was not quite finished on Thursday March, 27, 2014 I called and spoke with a customer service rep to change my days of rental to March 29 – March 31, 2014. When I went to pick up the truck I was told there were no trucks available and no reservation was listed for me. I was told if I wanted a rental I had to use a van. I was also told the van had to be back the same day. Due to the fact I had to move from my previous address that weekend I had to take the van. I called that day and begged to be able to keep the van until Sunday (March 30, 2014) which I was told I could do.

Upon returning the van the location was closed. This location had my cc info on file and did not charge my cc until 4/4/2014, when this charge was put through I was charged an additional $30 for a late payment fee. I don’t understand why I was charged this fee when U-Haul had my cc info? I would like this to be refunded to me. It is not my fault that someone at this location did not get around to charging my card until 5 days later.

U-haul had a $50 guarantee that is promised when the vehicle you schedule for is not available. This $50 rebate was not given to me. Although the vehicle was not avilable that I had ordered.

I was also charged a Fueling Service Charge of $30 and Fuel Charges of $16. This was refunded to me after countless calls due to the fact that when I returned the vehicle it had more fuel then when I picked it up.

In all I am still owed $80 fromU-Haul. My numerous calls to them have just had me passed from person to person having to explain the story over and over again and quite honestly having to deal with some rather rude customer service reps. I have used U-Haul several times and have never had this type of service before. I should not have to pay a late fee when they had my payment and I should be given the $50 guarantee because what I scheduled to have was not available.Desired Settlement: I belive I should receive an $80 refund. $30 for the late payment, which I did not make, they just didn't process in a timely manner and $50 for the guarantee that they offer.

Business

Response:

May 6, 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 North Philadelphia regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced during her move. He also advised her of a refund for $80 as requested. Ms. [redacted] should receive the refund within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I had major issues with U-Haul last year. I thought it might be a fluke. Wrong!! I reserved a truck at this location in May of this year, a mile from where I was moving from. I contacted this location two times prior to my pick up date to confirm my truck would be there. Both times I was told yes. NEVER was I told "No, we can't guarantee that". I was concerned that they would pull the same thing they did last year, and sure enough they did. The night before I was to pick up my truck, around 6:30 p.m. I received an email stating that my truck would infact NOT be where I was to pick it up, a mile from where I lived. Instead I was told it would be in Big Rock, IL. 20 miles from my residence and a town I had never heard of. Also because of this I had to rearrange my schedule as did those that were helping me. When I went to pick it up the person did not show me how to use the truck nor did he really know which one was mine. My 6 year old niece could have done a better job. I filed a complaint with them and about a week later was told I would receive a $50 credit to my charge card. Well a week after that I was told no and that they could try and give me store credit. Seriously???? I will NEVER use them again. I have been told something different by EVERY person I spoke too. I've looked at reviews online and through social media about U-haul recently. I can not understand why they have an A+ rating unless they are paying someone off. Customer service is rude and can not seem to get their stories straight. The whole point behind reserving a truck at a certain location means nothing to this company. Something needs to change.

Product_Or_Service: Rental TruckDesired Settlement: DesiredSettlementID: Refund

I would like the credit I was originally told I would receive. I want my story posted on your site so that others do not have to go through what I did, twice!!

Business

Response:

June 11, 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 Chicago and Chicago Western Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she left two separate messages for Ms. [redacted] requesting a return call in order to personally address her concerns. Ms. [redacted] issued her a refund for $50 for her travel inconvenience. The refund should post on her next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action will resolve my complaint IF the $50 actually posts to my account within the next few days. For your reference, details of the offer I reviewed appear below.

I was told originally that I was getting a $50 refund and that it would appear back in my bank account. However, a week later when I still hadn't received it I called and was told by another person that I wasn't going to get it. I will accept it when I receive it. Until then please do not close this. Uhaul is known for lying. Thank you.

Regards,

Business

Response:

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm that the refund for $50 was issued back to Ms. [redacted]’s [redacted] account on June 11th. A credit card company has 30 days to post the credit to the account. If the refund does not post on Ms. [redacted]’s next credit card statement, we can trace the credit and provide Ms. [redacted] with a reference number to confirm the refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a Rental Truck on the U HAUL website. At the time of placing my reservation, I was informed by the site that "$50 reservation guarantee: When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." I booked the reservation and secured it with my bank card. The reservation was confirmed by email. However, when I went to pick-up the truck, it was NOT available. The person at [redacted] sent me to another location which was [redacted] U Haul. The people at [redacted] didn't even know I was coming there to pick-up a truck. After 45 minutes or so, I was able to get a truck and go. This was a huge hassle and NOT part of the guarantee. So, when I called to follow-up on my %50.00 cash compensation as clearly stated on U Haul's website, I received the royal run-a-rounds. The person on the line tried to offer me some kind of discounts dollars to purchase goods from U Haul. I refused the offer because I wanted the cash that was promised. Then the person referred me to [redacted] - Manager. He was suppose to contact me within 48 hours and never did. I had to call the [redacted] again to find out what the problem was. That person gave me [redacted]'s cell number. I called him several times and finally reached him. He totally tried to tell me that I did not qualify for the $50.00 compensation as stated on U Haul's website. He tried to refer me to frequently asked questions which had NOTHING to do with the statement made by U Haul's website at the time of booking. (You have to go all the way to the end of booking in order to get this msg) It did not say "Read FAQ to discover we will NOT keep our promise. This is just a marketing ploy...we really don't care about your business". [redacted] refused to accommodate me and now I'm taking action to get the $50.00 as promised.

Product_Or_Service: Rental Truck

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

I want the $50.00 cash compensation as promised if U Haul did not honor my reservation.

Business

Response:

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] and [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and verified his mailing address. A check for $50 was requested on June 26th and was mailed from our [redacted] office 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: On Saturday July 26, 2014 I went to the above name business to rent a truck for the advertised price of $19.95 per day. The man that made the reservation for pick on Sunday the 27th gave me a six hour rental with a pick up time of 8:00 am and a return time of 2:00pm.Upon my arrival back at the location on Sunday July 28th a 7:45am I waited over an hour to be told that I could only rent the truck for six hours,@($19.95) because that is what the previous person had made reservation. Seeming that I did not get the truck until 8:50am and I still had to return it by 2:00pm. I informed a person by the name of[redacted] that I need the truck for more than six hours, and his response was this truck had been promised to another party at 2:00pm too bad.Unfortunely, for me I was charged as if I had the vehicle to two days and I only had it for eight hours. When I finished with the truck it was later than 2:00pm (instead of 3pm) and I was charged an additional $19.95 the rate of twenty hours of use.I feel that this establishment has a very bad business attitude to its customers. I will never use this Uhaul renter again.Desired Settlement: I would like to be reimbursed the addition monatary fee charged to my account for a full days use of vehicle.

Business

Response:

August 5, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund for the extra day charges in the amount of $22.81. The refund was issued back to [redacted]’s[redacted] 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, [redacted] Executive Assistant U-Haul International

Consumer

Response:

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

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

Regards,

Review: I called uhaul to reserve a truck they said I would get a call with the pickup time and location. I didn't receive a call so I called them, the agent gave me the time and location but it didn't work with my schedule. I was given a different number to call to reschedule. I called them and got a time that would work, Friday at 4pm. I received an email and text with this information. When I went to pick it up I was told that the truck was broken down and that the dealer had told uhaul to reschedule me. No one had contacted me. I called a regional U-Haul office and they told me that my pickup time was at 8am and since I didn't come my reservation was canceled. I explained that this was incorrect but they said I was wrong. They couldn't get me a truck for Friday or Saturday so my only option was Sunday. I asked for a discount and he said he gave my a little off the mileage I asked for more and he said he couldn't do anything else. I asked to speak to his manager who basically said I was a lier and he didn't want to talk to me anymore and hung up. I called the corporate office to complain, the lady listened to my complaint and then said she couldn't do anything and to call the regional office. I called the regional office again, the lady didn't understand why I was upset and kept telling me that they had resolved my problem. She eventually gave me a little more off the mileage and then to said to call the corporate office. When I actually got the truck on Sunday I didn't get the secind discount on miles. According to uhaul's website if they can't fulfill a reservation they are supposed to give a $50 credit which I didn't get. I'm very frustrated with their customer service and how they handle problems.Desired Settlement: I should at least get the advertised $50 credit for not having my reservation fulfilled.

Business

Response:

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

[redacted], our President for our [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided. A refund for the full amount of the rental plus the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [redacted] account. The refund for $121.54 should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a uhaul van from "[redacted]" on Sunday, 7/27/2014. From internet, their rate was shown $0.49/mile. When I returned the van, the staff who claimed as the associate manager charged double rates, $0.98/mile, saying that it is the weekend rate. I showed him the screen shot of the quote I had from my ipad and asked whether it is a false advertisement. He said yes that the advertisement was not right, but he had charge me the higher rate.

Business

Response:

Thank you for your concern for our customer Mr.**.

[redacted], our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr. ** provided. He informed our office a refund for $15 was issued back to Mr. [redacted]s Discover account as an adjustment on his rental. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Issue with excessive time wasted, ineptitude and refusal to assist with problem properly by multiple customer service representatives at UHAUL company

I reserved a tow dolly (online) from Vacaville to home on 24 July 2014. I selected pick up in Vacaville at the Monte Vista location on 27 July 2014. I received two emails for reservation number[redacted]: one for the confirmation of a reservation and one reconfirming the order that stated "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment." When I did the online reservation, the website stated the equipment was available at that location, so I had no reason to believe otherwise. I never received a phone call from any U-haul representative, so I thought all was set at the Monte Vista location, which was three miles from the vehicle that I needed to tow.

On July 27, 2014, I arrived at the Monte Vista location at 1600 to pick up the tow dolly. The representative at the counter informed me that I would have to drive to Napa, thirty miles farther away from where I was going to pick up the tow dolly, as they did not have one there. I called customer service for U-Haul asking why I had not received any phone calls that this change had been made without discussing this with me. Mind you, I had just driven from Browns Valley to Yuba City to Vacaville and Yuba City had multiple tow dollies. I would have gladly picked one up there, if I had known of this issue. She apologized and blamed it on the Napa district, stating she was in the Vacaville district and had not insight into the Napa district. I asked her directly if there were any other options. She started to say there was a tow dolly at American Canyon, which is only 20 miles away and exceedingly less traffic and then changed it to no, my only option was to drive to Napa. Then she tried to tell me that American Canyon and Napa were only a mile apart, it is ten miles away and that Napa was only twenty miles away. Maybe as the crow flies, but that does not help me driving. She also stated that my reservation said that UHaul had the right to move my location to a convenient location for UHaul.Neither of my emails stated that and I posted above the one statement that came close to that, but did not say that I would be moved without notification at any time.

As I had to tow this car home and was already three hours from home and did not want to return, I felt I had no choice but the make the drive to Napa. The drive there was over thirty minutes, due to traffic at five in the afternoon.

On my way to Napa, the Napa representative finally called me. I told him I was driving from Vacaville to Napa and he stated he had the tow dolly and was waiting for me. He also repeatedly claimed that he never received an order and did not know until ten minutes before that there was one, so he felt it was not his fault he did not notify me of any changes.

On arriving in Napa, I found that the person who had called me was on his way to, of all places, American Canyon, the place I had passed fifteen minutes before, as I was looking at the bumper to bumper traffic between American Canyon and Napa that I would be forced to drive through towing a trailer on the way back to Vacaville.He arrived twenty minutes later, meanwhile I was calling customer service again to determine why the ineptitude of these people was so bad. I was told I could register a complaint with UHaul and given directions to do so. The link sent to me was incorrect, and it took two more phone calls to get the correct link, the second person having hung up on me, the third call I was redirected twice before I received an answer. I was told I would receive a response within twenty four hours. I registered a complaint via the link that was provided and that link led me to another link that I requested an email response from.

The mere thirty miles, sixty round trip took three hours because of traffic. I did not arriveDesired Settlement: I would like a much larger refund to compensate for my time and gas that was expended. The corporation is fully responsible for the lack of competence of their employees and they are ignoring my direct request for response on this issue.

They made several errors:

They did not meet the promise of contacting me to inform me of the change in location.

They did not respond with a closer location when I discovered the issue.

Instead of informing me that he was going to American Canyon, even af

Business

Response:

August 15, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted] in our Yuba City Regional Office informed us she has left several voice messages for [redacted], asking for a call back to discuss her concerns. [redacted] is processing a check refund for $75 which is being sent to the address on [redacted]'s Revdex.com file.

We truly apologize for [redacted]'s recent experience with our company.

Our customer 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.

Hello,

Please advise if you would prefer I submit a complaint again via the website or call you. I was waiting to see if UHaul actually sent me a refund check before I said this complaint was resolved. One month ago, I received calls from two different UHaul representatives. I called one back. He said that my credit card would be refunded. I have not received this refund. I guess the person you talked to is the other representative. I did not call her back, because I had just talked to the other one. As a customer, getting calls from two different representatives and calling one back, should be enough. I should not have to call them both. They should see in their records that I spoke to a representative.

Regarding resolution on this case, it has not happened yet. I have NOT received any refund on my credit card or in the mail. Until this happens, the situation is not resolved. That situation was so hellish, even a month later, I am angry every time I think about UHaul.

Regards,

On Tue, Aug 26, 2014 at 6:13 AM, Chris Beermann <[email protected]> wrote:

Hello,

Please advise if you would prefer I submit a complaint again via the website or call you. I was waiting to see if UHaul actually sent me a refund check before I said this complaint was resolved. One month ago, I received calls from two different UHaul representatives. I called one back. He said that my credit card would be refunded. I have not received this refund. I guess the person you talked to is the other representative. I did not call her back, because I had just talked to the other one. As a customer, getting calls from two different representatives and calling one back, should be enough. I should not have to call them both. They should see in their records that I spoke to a representative.

Regarding resolution on this case, it has not happened yet. I have NOT received any refund on my credit card or in the mail. Until this happens, the situation is not resolved. That situation was so hellish, even a month later, I am angry every time I think about UHaul.

Christine Beermann

Complaint # [redacted]

Sent from my iPhone

Review: Charges for gas that was already put in by us.

Heard him on the phone with another customer arguing about the same thing.

Told us not to worry about putting gas in van was only 50 to 60 mile.

We put gas in it anyway.

Still charged us..

Obviously a scamDesired Settlement: Loose uhaul contract.

Business

Response:

Firstly, this is a U-Haul complaint and needs to be addressed with U-Haul.

Secondly, when the truck was dispatched, it was on 5/8 of a tank. The truck was returned on 1/2 of a tank...or 1/8 of a tank short of the dispatched fuel level . We spoke to the customer who assured us she put 5 gallons of gas in the tank, however that wasn't enough. They drove the vehicle 59 miles. Based on 8 miles per gallon, they would have needed 7.5 - 8 gallons in order to return the vehicle on 5/8 which they they were charged for appropriately in the amount of $21.00 according to their contract.

There will be no reimbursement of $21.00 because the customer failed to return the truck on the appropriate fuel level of 5/8.

Consumer

Response:

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

Review: Saturday, Nov 1st, I rent a 14 foot U-Haul Truck, [redacted], to move. I make the mistake of putting diesel into an unleaded fuel tank. I admitted to my mistake at the shop that I rented from. I was told the expense would be $500 for the repair and unable to pay for the rental fee $98.37. Friday, Nov 7th, I receive a call from U-haul, [redacted] (###-###-####), stating that the engine has received significant damage and spark plugs need to be replaced. I am told the charge is $1000 for repairs. An email was sent for the bill. Flat fee no paperwork. The repair charge was: Description: "Mixed Fuel/Customer Caused", Item Cost: "$1,000.00", Quantity: "1.00 ea", Line Cost: "$1,000.00". Sunday, Nov 9th, I had done my own research and contacted a few friends who have worked on cars. They had stated "The spark plugs would fire, but nothing would happen after that. Because the diesel fuel doesn't evaporate very well, the spark plugs would have nothing to ignite, and the engine would never start.To solve the problem, drain all of the diesel fuel out of the gas tank and refill it with gasoline. Then you would have to keep cranking the engine for a while to get the diesel out of the fuel lines and the injectors. Eventually the engine would start and run fine. There would be no damage." I started to question where this $1,000 amount came from. I call the U-haul, [redacted], asking for an invoice of the repair done to the truck. I ask several times before they told me that the truck has not been serviced yet. I was told by the U-Haul, [redacted], manager to call back on Monday. Since there wasn't an invoice I have called my credit card company to investigate this cost.Monday, Nov 10th, I call U-haul, [redacted], speak with the manager who says to call U-Haul, [redacted](###-###-####), where the repair shop is right next. When I called U-Haul, [redacted], the mechanic will not speak with me and contacts the manager U-Haul, [redacted], who leaves me a voicemail.

Product_Or_Service: U-Haul 14 ft Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be adequately charged. I don't know who's overcharging U-Haul or their mechanic. With no paper trail the $1000 fee is grossly inflated. Also getting the run around when I ask for more information was uncomfortable. I want to be responsible for my mistake.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email:

[redacted], Your communication to my corporate office has been forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving when trying to get the details on the repair fee your were charged from our [redacted] Location and our Shop. We expect them to provide every customer with the highest level of service, and I'm sorry this was not your experience. I have review all files, repair statements, and invoices from outside vendors and added a detailed spreadsheet below of the actual fees. Our shop personal that spoke with the manager at this location did not provide this information to the Manager ([redacted]) you spoke with at the [redacted] location, he simply told him it would be $1,000.0 to repair. Please be assured our Shop President has seen your concern and will follow up appropriately. We value you as a customer and in doing so we have credited your card the overcharge of $329.75, the trip fee of $99.00 and the down time of $200.00, for a total credit of $628.75. Your feedback is valued and appreciated; we look forward to serving you again in the future. Thank you, [redacted] U-Haul Co. 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,

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. The refund has been received and therefore this complaint is resolved. I appreciate the help and I am very fortunate to receive such a quick response! Regards,[redacted]

Review: I rented a 17' truck and an appliance dolly on Nov 7th 2014. The lady at the front desk informed me that I had to fill the tank to exactly (Don't know how this is physically possible unless it's a full tank) the same level as where I found it (3/4 Tank in this case). When I was filling the tank at the gas station (Which was at 1/2 tank at the time), I made sure to pay close attention to the gas level indicator until it reached the 3/4 level and I stopped pumping. To my utter amazement (pun intended) the level indicator proceeded on to show full tank. Obviously this is not my personal vehicle and I couldn't judge how to gauge filling a 37 gallon gas tank. I called the lady aforementioned at the front desk a couple of days later only to be told that the contract stipulated the exact amount only and that no refund/ credit would be afforded to my account. Why couldn't the contract policy stipulate that the truck be returned with a full tank as rental car agreements do? My opinion is that they figured a way to swindle customers who overpay by hiding behind the facade of " Contract" clause.Desired Settlement: DesiredSettlementID: Refund

I payed $28 to fill the tank from 1/2 way. I should be reimbursed $14 for the excess payment.It is not physically possible to fill the gas tank to exactly where the previous renter had it without instantly solving a complex fluid mechanics computation of maximum capacity minus gas usage. Unless of course it's to a full tank.

Business

Response:

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. She informed our office she left a detailed message for Ms. [redacted] and offered his apology for the inconvenience she experienced. A refund for $28 was issued for fuel back to Ms. [redacted]’s Visa account, which should post on her next credit card statement. Mr. [redacted] left his call back number in case she had further questions or concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: April 25, 2015, reserved a van from U-haul at the $20 for 24 hour rate for Monday, April 27, 2015. Also reserved/rented a $7 dolly. Gave the representative the distance we would be traveling, so she calculated 33 miles at $.59 per mile, or around $20. Therefore, my total for this rental, provided I put gas back in the gas tank prior to returning, should have been around $50. Upon returning the van to U-haul on Monday, April 27, 2015, the company had charged and immediately obtained funds from my debit account in the amount of $87.49. They advised my husband that we would be given a credit of $36.75. Why was my account charged this larger amount in the first place when we had an agreed upon amount? And the funds were taken immediately from my account, yet as of today, Wednesday April 29th, I have not received the credit to my account. U-haul can claim it's my bank's fault, but my issue is that the larger amount was taken in the first place. I believe this is very bad business practice. I feel like I've been robbed and am waiting for the robber to return my money. I should have only been charged what the actual charge was, there was no reason for it to be done any other way. The van was returned the same day, in good condition, gas tank refilled and all they had to do was confirm the mileage.Desired Settlement: First and foremost, I want my credit processed and returned immediately, but the bigger picture of how this was handled? I think a free rental or some sort of additional credit should be given since they are earning interest on money that's not theirs meanwhile my account is short funds that I could be using. Just very, very disappointed with this.

Business

Response:

May 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Jacksonville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office our GM for our U-Haul Moving and Storage of South Jacksonville contacted Ms. [redacted] and explained our deposit procedure. Ms. [redacted] added that the deposit was collected at time of rental and the difference was refunded when the rental was completed.

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.

[redacted] did not follow up with me. It was only yesterday, May 5, 2015, AFTER I FILED MY COMPLAINT with the Revdex.com, that someone locally, a woman named [redacted], contacted me. She still did not give an explanation as to why I was charged $87 for a 24 hour rental advertised at $19.99. All she said to me was, “I’m sorry you didn’t understand you were charged a deposit.” AT NO TIME during the phone call when I reserved the van, did the rep say anything about a deposit being taken and certainly not one in the amount of $87 or I would have objected then. I was told that a $1.00 hold would be placed on my credit card. On the day we rented the van, April 27, 2015, the mileage was checked BEFORE we left the store and again checked when we returned a few hours later. The gas tank had been filled as well. Therefore, I should have been charged and paid the ACTUAL amount due and not some larger amount. I called that very day (Monday, April 27) to speak to someone and get an explanation as to why this larger amount had been taken from my account and the person who answered could not give a reason, just said I would get a credit and then hung up or we were disconnected. So I called again the next day, spoke to another woman who put me on hold and then I was disconnected AGAIN. I called AGAIN on Wednesday, April 29, 2015 and asked to speak to a manager. I was put on hold and then told no manager was available to talk to me, but that they would call me back, which they never did. I then filed a complaint because I think this is bad business practice and if they are doing this same thing to every client (charging an excessive amount then giving a credit three or four days later), then they are using other people’s money (possible earning three to four days interest) while the money is in U-Haul’s account and keeping me (and possibly others) from having access to my own funds.

Regards,

Business

Response:

May 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Jacksonville Regional Office, reviewed Ms. [redacted]’s recent comments. He left a message for Ms. [redacted] requesting a call back in order to personally address her concerns and hopes to hear back from her soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After reserving a van for moving for a specific day, time, and location, I was contacted less than 24 hours before my reservation and told that it was confirmed for a much different location and time. Although I understand that upon reservation it is preference only, I find it hard to believe that the only van available in the entire city of Chicago for use would be completely out of the way, and 3 hours after the requested time. This required me to take a taxi during rush hour to pick up a van the night before so that I could us it the next morning. Had I needed it until two mornings later,I'm sure I'd have been charged extra. This meant putting more miles than budgeted on the van, paying for parking on chicago streets, as well as using more gas which I was required to replace. In addition to all of this inconvenience, anyone I interacted with during this process seemed to be as confused and lost as I was. That doesn't do much for customer service. The options for resolution by your customer service line and your senior management in the regional Chicago office are far from comparable.Desired Settlement: I would like a partial refund. The convenience of an online system is useless if all of your preference and requests are denied. Either get your system on board with real time availability or figure something else out.Please believe that a $25 voucher is not acceptable for this situation. This is especially true when your customer will not be using you as a moving service again. I am making a cross country move in the next month, and uhaul will not be the service I use.

Business

Response:

August 20, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. He advised our office a message was left for Ms. [redacted] explaining she had requested a vehicle that does not rent one-way. The vehicle she reserved is locally assigned to a specific U-Haul Center and must be returned to that same location when rented. Mr. [redacted] relayed that no type of refund could be issued on the rental but she will receive a refund for the $50.00 Reservation Guarantee fee for the inconvenience she experienced because her preferred pick up location did not have what she requested. The refund was credited back to her Visa 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: Scheduled a trailer but couldn't pick it up til 11AM because of store hours (half the day already wasted). Brake lights didn't work. Called store only to discover they had closed 2 hours early. Found out problem was with my hookup. Sent trailer back and scheduled truck and tow dolly at location in the next town only to find out when we arrived that the clerk didn't know how to handle U-Haul transactions. She called someone in. At this point it's 4PM, & I haven't loaded the 1st thing. Girl rushed thro the process, pointed me to the trucks & tow dollies & left. Found the truck, but tow dollies didn't match the number on the contract. Went back inside & spent 2 hours trying to get it straightened out. No luck. Some guy named [redacted] with U-Haul said all he could do was register another tow dolly effectively charging me twice. I said cancel the contract altogether. Not satisfied he could or would I called customer service, explained everything & cancelled the contract. Then I had to wait on my wife, who had already left, to come back & get me. I now have no way to move my family & I am not happy. I will post this all over Facebook & twitter & will NEVER use U-Haul again. If you post store hours BE THERE & HAVE PEOPLE THERE WHO CAN DO THE JOB.Desired Settlement: About the only thing I would accept from them is a couple of trucks and men to move my family at their expense.

Business

Response:

August 27, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Memphis, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the delays. He explained, although the problem was with Mr. [redacted]'s wiring, he was still unable to use our equipment and the amount of the contract has since been refunded. Mr. [redacted] advised him of the refund, in addition to a refund for the $50 Reservation Guarantee Fee. The refund was issued back to Mr. [redacted]'s Master Card 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 August 31, 2012 my fiance and I took our 20[redacted] to this Uhaul location to have a trailer hitch installed. It was raining when we left the business, so we just gave the hitch a brief glance. When we got up Saturday morning and looked, we noticed a dent and a scratch that was not previously there. I called the Uhaul office and let them know, and they say that they did not cause this dent, it looked like a stroller had done it. We also spoke to the car salesman who sold us the car, and he said he knew the dent was not there also.Desired Settlement: I would like to have the Uhaul place pay for the needed repairs to our vehicle.

Business

Response:

September 19, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Knoxville, followed up on the information Mr. [redacted] provided. She informed our office she left a message at both telephone numbers Mr. [redacted] listed requesting a return call. She would like the opportunity to personally address their concerns and offer 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,

Executive Assistant

U-Haul International

Review: I used the Uhaul website and made a reservation, using their links for extended days/miles.I put in 600 miles and two days and was given a reservation for $268.70,with an additional charge of $22.00 for the collision damage waiver.Nothing was broken down for me so I assumed the only additional charge would be tax.When I arrived in the Uhaul office the woman ([redacted]) at the counter pretended to get me the "best rate",and told me that I would have to keep the van for an entire WEEK to secure such a low rate.That was the first issue.The second issue was that she could not tell me for sure, nor print out an updated reservation amount.So I was forced to take a van on her word,that my price would be better than what was quoted.When I returned the van, TO HER,this morning;she quoted me first at almost $700.00-trying to charge me with the daily rate.I reminded her that she had made Contract Remarks in her system saying she would change my rate to the weekly rate once I returned the van(she said she was unable to do so beforehand.Another sheet tried to add an extra day on there at $89.99.She then told me she could not offer a refund and that I'd have to call Uhaul to deal with this situation.She gave me a few different pieces of paper that said a mess of different prices,including one which says promissory note on the top and states that I still owe $208.30,including a $30.00 late payment charge.Another sheet tried to add an extra day on there at $89.99.I'm not sure why since I have money in my bank account to pay for the original rental amount I was quoted.This was a very obvious bait and switch advertising campaign and I was held over a barrel for my entire rental.I had already made a reservation and had a house fully packed up.I had a new job to start on Monday,that I had to POSTPONE to keep the van the extra five days (for the week) which she said was MANDATORY.She also neglected to tell me that the collision damage waiver would be charged $11.00 DAILY, for a total of $77.00 not the $22.00 I was told.Desired Settlement: I want to be charged the original amount I was quoted, $268.00 plus the $22.00 for collision damage waiver and I'll pay the addl. mileage, 69.2 miles @ $0.39 cents per mile ($26.99) for a grand total of: $316.99. Any additional charges were not disclosed to me at any point in my rental process and would be immoral to try and tack them on after I return the van, without prior notice or consent from me. I also want a satisfaction letter from Uhaul so I don't get a collection letter about this.

Business

Response:

December 13, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

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

on the information Ms. [redacted] provided. She informed our office that

the rental charges were broken down for Ms. [redacted] and Ms. [redacted] agreed

to give $55 off of the Collision Damage Waiver as well as waive the

$30 Promissory Note Fee. Total charges came to $347.30 and Ms. [redacted]

explained they took a payment on the Promissory Note for $123.01

today with Ms. [redacted]'s approval. An email was sent to our

Collections Department to waive the balance remaining. Ms. [redacted]

was also included in the email.

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 U-Haul truck, but the emailed reservation details did not specify the location I had selected when making the reservation. This was strange so I called customer service to verify on the pickup location. The customer service representative said my reservation was made for a location twice as far away as the one I had specified. Furthermore, the customer service agent said no times were available for the location I wanted, even though I was able to select the time and location when making the reservation online. This is my first complaint - U-Haul's business model allows customers to select location/times for vehicle rental even if the location/time is unavailable. On top of this, they end up selecting a location for you. My second complaint is their customer service - unfortunately I spoke with 4 customer service agents total, and 3 of them were terrible. I had requested to speak with a manager several times but each customer service agent just transferred me back to the other - this is ridiculous! I ended up getting transferred to one of the agents 4 times! Apparently there are NO managers at U-Haul or they have a policy about NOT transferring customers to speak with managers no matter what.Desired Settlement: 1) U-Haul customer service to allow customers to speak with their managers2) U-Haul customer service to let customer know they will be put on hold before putting them on hold3) U-Haul to not provide false information on website (locations/times listed when in reality not available)4) U-Haul to provide valuable service - not rip off customers by having them make reservations only to be notified the day before moving that their location/time is not available.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Traffic Manager for the U-Haul Company of North Shore Chicago,

followed up on the information Mr. [redacted] provided. He informed our

office he spoke to Mr. [redacted] and offered his apology for the less

than satisfactory service he received. He discussed his concerns and

listened to Mr. [redacted]'s suggestions for better customer service.

As we value Mr. [redacted] as a customer and hope he will allow U-Haul

to redeem itself in the future, Mr. [redacted] sent him 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.

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 did receive a call from a very nice U-Haul representative and appreciate the time he took to address my concerns and offer an apology on behalf of the company. I also received a $50 U-Haul credit towards any future U-Haul services. However, my main concern was U-Haul's misleading booking process online.

This issue is much greater than one bad experience with U-Haul I've had. The issue I have raised can potentially affect thousands of U-Haul customers. In my view, U-Haul's truck rental booking process online is a dishonest practice. Customers are allowed to select a vehicle and location that may not be available. Furthermore, the location the customer selected may automatically change (with or without customer knowledge) to another location that actually has the truck selection available.

Although I appreciate the consideration from the U-Haul representative and think he did a great job in customer service, the primary issue of the U-Haul online booking process should be addressed instead. I'm not even sure if U-Haul as a company recognizes how misleading the booking process is. I just want U-Haul as a company to recognize how this is as a bad business practice and to hopefully do something to correct it.

Regards,

Business

Response:

December 2, 2012

Review: This location double billed me or a rental for 1-6-2013. After talking to tne manage [redacted] he said he would reverse the charge. A week later nothing. I called back and they said they would look into it and still nothing. I called costumer service and explained to them what happened and was hung up on. I hate doing charge backs but it looks like this is my best bet. I am sure they will turn me into collections if I do.

Consumer

Response:

Review: This complaint is in regards to my storage locker at Uhaul. On saturday, June 30th, I stopped in at my locker to find that my lock was gone, and another lock was installed? This means that the security and privacy of my personal belongings has been compromised. When I asked for assistance and answers, an employee came and opened my locker up. Right away, I noticed that everything in my locker had been had been completely rearranged, there was items out of my bins, and also, items which are not mine inside my locker? I immediately questioned the employee for an answer. I was completely denied any information or help or any explanation to the circumstance. I want to note that this was the most senior staff on location that day. Been denied answers, and the staff showing a complete lack of care to help or resolve the issue, the staff started to walk away. Being very upset, I used demanded answers and used the f word (not directed to the employee), then then the employee walked off. Obviously I was very upset, and should not have used foul words, on the other hand, this display or lack there of, is in my eyes, absolutely intolerable, especially given the circumstance and contents of personal items in my locker. I went into the office at this location, and demanded that I get answers or someone. I was refused help, and the other employes were told not to help me. I went to the police department, assuming theft, and learnt that six weeks prior(aprox may 25th), Uhaul was broken into and five lockers including mine were burglarized. To this day, I have yet to be informed of this, and still have not been contacted by Uhaul, as requested. I filed a claim with the Uhaul insurance company, and I just found out that I most likely will not receive any compensation for any of my stolen possessions, which amounts over 1000 dollars. The claim is still being decided at this time though. I have more to write, unfortunately there is no more space...Desired Settlement: Having expensive and sentimental items stolen out of my secure safe storage, I would mostly like to have my items replaced or refunded. On the costumer service side of it, I believe, I would like to be informed that this event took place, I'm still owed an explanation, I would like a sincere apology and I also believe compensation is in order as well. The event being well over a month old, I have no chance of trying to track down any of my items at pawn shops ect. Uhaul continues to charge me.

Business

Response:

July 15, 2012

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

Mr. Horace Martin, our President for the U-Haul Company of British Columbia, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology that they did not do all they could have done to reach Mr. [redacted]. Mr. Martin explained, that although he did not agree to issue a refund for the requested amount of $1,500, he did not rule out doing something he felt was a reasonable resolution and will continue to work with Mr. [redacted].

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Hello there,