J.R.J. Tara Corporation

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: when we reserved a 14 foot truck to be ready at one of the four depots in [redacted] BC for Friday May the 30th @ 7 am. Due to the fact I was coming from [redacted] BC to retrieve the truck. They called and confirmed on Thursday at 11:15 am and told me it will be ready that night the 29th at 7 pm in [redacted] BC which is 45 min away from [redacted] towards [redacted] BC. The general store closed at 8 and due to issues with the uhaul data base not accepting the credit card it took 2 employees till 9 to get it completed. The owner / boss of the general store even had to come down to clarify things. Even at that point they were unsure of which store I was to drop it off at either being in [redacted] or [redacted] BC. They just gave me 2 phone numbers to call and get answers from when I arrived.

I didnt finish packing till 1130 pm that night, so I stayed in [redacted] then drove the coquilhala from 7 - 12 when I arrived in [redacted]. Tha'ts when I found out that the weather stripping on the back gate of the truck had leaked through the night and the drive from [redacted] to [redacted]. All my clothing, electronics, bedding, couches, books & bed had some form of water damage.

I contacted the uhaul I was supposed to call which I could not converse with because they did not speak english and when I tried to explain the situation and get answers they hung up on me. I then tried calling the states in which they took my claim statement and got me in touch with an area rep. He sent a second party insurance adjuster to inspect my things. She took pictures of the gate and my damaged property then pointed at a 2 inch sticker on the inside of the truck and stated because the sticker says the truck is water resistant and not water proof my claim is nul in void.

She instructed me to use my rental insurance to make payment to my claim and tey then may come after uhaul to get the money back.

I then contacted the traffic department and explained the situation and asked for a refund. She said she would pass the claim onto her supervisor and see if they would do anything, but she said probably not.Desired Settlement: I would like my truck rental refunded due to an improperly repaired truck that damaged my things

My gas refunded due to extra time / miles because they sent me of of my way by cities, not blocks.

To have my damaged goods replaced such as my king sealy posturepedic bed, towels, bedding, down comforters ect

Business

Response:

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

RepWest Insurance Company advised our office they have been in contact with Mr. [redacted] and are currently investigating his claim. They will be back in contact with him when a resolution has been reached.

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

Sincerely,

Executive Assistant

U-Haul International

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,

Review: I went to the UHaul web site and entered information for renting a 14 foot truck to pick up from a Lexington, KY location and drop off at an Elsmere, KY location and got a price of $131.00. If I enter the same information today, I get the same quote (although they changed their website to replace the 14 foot truck witha 15 foot truck). I went to the Lexington, KY location (Bryan Station Road) and told them I needed an out of town rental and gave them the same information (drop off at Elsmere, KY). I used the truck for my move. When I returned the truck I was charged $252.28 and questioned this charge, but was told I had to pay $252.28 because I did not return the truck to the pickup location. According to the web site, I should have only had to pay $131.00 plus tax. I called their customer service number and they blew me off saying there was nothing they could do. Every time I tried to talk, I got interrupted. I believe I was overcharged and am not getting any cooperation.Desired Settlement: A refund of the difference - approximately $115.00.

Business

Response:

January 18, 2013

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

Ms. Carolyn Jones, our Executive Assistant for the U-Haul Company of Louisville, followed up on the information Mr. T[redacted] provided. She informed our office she spoke to Mr. T[redacted] and discussed his concerns. A refund for $95.82 was credited back to Mr. T[redacted]’s Master Card account as an adjustment on his rental. The credit 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I 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: I am writing to dispute the charges that I have received From U-Haul [redacted], [redacted] I have tried to resolve my issues with [redacted] the manager from U-Haul. [redacted] stated that he would have his boss [redacted] contact me regarding my refund which to date has not happened. I was issued a U-Haul truck that had transmission problems that would not go over 40 mph without slamming into gear and a car trailer that was to small for the truck that I was towing. Not only did I call the 800 number for roadside assistance and was informed "if the U-Haul is still drivable, continue driving and to call back when it can no longer drive. Then they would send me assistance", as I was in the middle of corn fiels where there was no one around for miles. Due to this my trip took longer than it should have which caused me to miss and additional day from work. I was also pulled over by the police due to the trailer U-Haul gave me was too small for the truck I was towing.Desired Settlement: I feel that I should have received a phone call from the boss "[redacted]" as I was informed. I spent $1019.72 for a total of everything. I feel that I should receive more than $150.00 refund for the time that I lost from work. I make more than $150.00 a day (which I can provide proof of). The whole reason for the U-Haul was due to my father passing and I had to go and collect his belongs. I was subjected to unnecessary stress and anxiety the whole trip back home as if my father’s passing wasn't enough for me to deal with.

Business

Response:

August 21, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent her the following email in response:Dear [redacted], I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting us know about this. Our objective is no less than 100% customer satisfaction. U-Haul does not want a single customer to have a bad experience. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. Number two (4) of the additional terms and conditions for equipment rental reads as follows: "customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of the equipment, including failure of the equipment to operate properly." However, you are a valued customer and [redacted] felt compensation was due for your frustrations, so he refunded you almost 15% of your rental back. A credit of $150.00 has been issued to your credit card on 6/29. As for missing two days of work, I do apologize if you did, but when I look at your rental contract, I show you picked up on 6/22/14 and dropped of on 6/23/14. So it appears that your were not delayed by the performance of our truck. There will be no further refunds, however, I am going to email you a $100 VIP certificate that can be used for any rental items, sales items, or propane at any U-Haul location or online. You have my apologies and I hope you will give U-Haul another chance to serve you in the future. Sincerely, [redacted] U-Haul Company of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: U-Haul's reservations are guaranteed. Their website says "Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50....If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages." I made my reservation(12/5/12) & it was confirmed via phone by the U-Haul location that I used. In my reservation I requested & was guaranteed furniture pads. When I got to the location(12/6/12) they did not have the pads. I explained the $50 guarantee to the worker, he was not aware of the guarantee and so contacted the U-Haul service number & they explained to me that I would have to make a complaint to their 1-800 number. I contacted that number & was transferred several times and/or told they'd have to have someone new call me back. Sometimes I was told the person that I was asking for wasn't there even though the last person I'd spoken with told me they would be in. They kept explaining that I wasn't owed the $50 for different reasons. This went on for at least three days until finally I received an email from [redacted](12/20/12). I was told I would be called by [redacted] because I explained to them I didn't often check my email. Instead he sent me an email explaining if he didn't hear from me by 3pm that same day he would close the objection as resolved. Then after calling and speaking with someone other than [redacted] I received an email from [redacted](12/29/12) explaining he'd spoken with the location and confirmed that they did not have the pads and he would be sending me a VIP certificate for the missing pads(12/29/12). The wording on their website is pay but since this had now been 2 weeks worth of going back & forth & I knew I'd need a rental again when I moved I didn't fight it. I figured I would use the $50 certificate & then never use U-Haul again. However when I recently found my house and attempted to use the U-Haul certificate again the worker at the location was not even aware of the guarantee & didn't know what to do with the certificate code so he called the 1-800 #. I was initially told by the woman on the phone that they don't have any such code & told that the $50 guarantee is something they reimburse to you not give as a certificate. I explained that I was aware the last person didn't do what he was supposed to but that is how he gave the $50. I was treated like I was trying to steal from them in asking them to fufill their promise. I kept explaining to the woman on the phone Kathy that I received an email from them but she just kept insisting that they weren't giving me a rental for free & the most she can do is give me money off my next rental. I pulled up the email they sent me on my phone & read it to her & at that point she acknowledge that I had received the $50 certificate. However then she spoke back with the worker at the location. When he put me back on the phone, Kathy explained that I'd already rented and used the certificate. When I explained that I had not because I'd just bought a house & just cleared out my storage unit had no use for rental until than, she than asked if I'd bought patrolium. She was very sarcastic & rude. If I'd rented they'd have record of that. If I'd used the certificate than they should have record of that & be able to tell me where but they are unable. I do still have the 3 emails from [redacted].Desired Settlement: I would like U-Haul to honor their promise and reimburse my account $50.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of South Philadelphia, followed up on the information [redacted] provided. She informed our office she sent [redacted] an email offering her apology for the inconvenience she experienced and advised her of a refund for the $50 Reservation Guarantee Fee back to her Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: my family and I rented a U-Haul 26ft van and a transport for cars from the location in League city TX. the location opened late and keys to a 26ft van parked in the way caused late departures for everyone that day. my vehicle shows it was sent out at 905am but we couldn't leave till nearly 11am because of the 26ft truck and the mess of not opening on time. We left got home hours later than planned causing us to be later on getting ready for movers that U-Haul referred which is another story of an over packed truck and many things marked don't stack and fragile have wound up broken. Anyway the truck was packed we left 5 hours later than planned. when we left the truck was very bumpy and rough. It was late around 10pm at that point we drove thinking it would get better but it didn't check engine light came on truck would go past 55 without stalling. I called customer service and the said they transferred me to road side assistance found out later that wasn't true. I said check engine was on and the truck shook so bad you could hardly drive it, They told me to get to a spot with "land Marks" and they would send a truck out to me and I could off load my own stuff into the back of another truck I said that wasn't possible we were in the middle of a 23 hour drive and they would have to provide a means to do this, they said not possible. I said please be sure you list this in notes and very upset and will seek a full refund. I called again hours later and filed another complaint filling up constantly. I got to the new house unloaded the truck with the movers and many things were broken because of the settling the rough ride, many boxes were stacked shoved and crumpled, furniture and lamps are broken and marred. These movers where people they referred me to. I called and been offer $100 off on my next move called and left messages for [redacted] with no calls back. Now I a message for [redacted]. I've spoken to many customer service people. The center I turned the truck into said the suspension was shot and the truck had no business being driven and in fact was not safe to drive.Desired Settlement: A complete refund and a written apology

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that messages have been left for Mr. [redacted]. We have no record of calls requesting assistance from Mr. [redacted] during his rental, which consisted of traveling over 1,200 miles. Mr. [redacted] also mentioned there have been no repairs needed to the truck in question and was rented one-way back to Houston without incident. The truck was taken to a shop where an oil change was done and no issued found. At this point, Mr. [redacted] stated a refund is not warranted.

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.No phone from the company have ever been received to date. I placed numerous phone calls during the move and the 1200 mile drive to what I thought was road side turns out it was customer service about the drive and how bad the truck drove. I was insured a refund to date none has been offered. I was asked for the reference number given to me by customer service by your representative and gave it to them. I was told after this that the number I gave was offered by customer service not road side of which I have no idea there was a difference. The location that I dropped the truck off at said the vehicle was driving poorly and gas consumption was below average. I have reviewed other areas on the internet and see a trend of not handling complaints. I've got an retired RVP from U-Haul on my [redacted], he said more than likely you will do nothing to correct this. Just bare this in mind I'm the President and CEO of Restoration Logistics. We spent over 16K with your company last year in boxes and rental referrals to clients we contract for. I'm on target to do over 20K with you this year. I've stopped all activity as of 2 weeks ago and informed all our locations to cease doing business with you. I will not allow my company to do business with a company that doesn't care about its customers.

Regards,

Business

Response:

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he thoroughly went over the situation and asked that I relay his decision in the matter remains the same. Mr. [redacted] also mentioned there have been five more rentals since Mr. [redacted]s with no problems reported.

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: December 5, 2013

This notice is to inform both U-Haul Moving and Storage and [redacted] of my intention to deny payment for failure to deliver services as agreed.

On Wednesday, November 13, 2013, I spoke with U-Haul manager “[redacted]” at ###-###-#### to schedule a U-Box delivery date of Friday, November 29, 2013. On the same call, I updated my contact information with a new phone number and instructed that the delivery address was different than what was originally planned in August when the box was shipped to Austin from New York City.

I was assured that delivery would not be a problem and that I would be contacted beforehand.

On November 29th, after waiting through the morning and afternoon with no word from U-Haul, I contacted customer service for an update only to discover that my delivery had been cancelled and that there was no record of the call that I placed on November 13th. Interestingly, there were no problems charging my credit card a $302 delivery fee.

Delivery was re-scheduled for Saturday, November 30th, but once again, U-Haul’s systems failed to update with the contact and delivery changes discussed on November 13th resulting in a second delivery being cancelled. To add insult to injury, another $604 was charged to my card on December 1, 2013 for reasons that mystified customer service when I called. During that call, I asked to speak with manager [redacted] but he was not available. I provided my contact information to customer service employee [redacted] and requested a call from [redacted] on the next business day in order to settle this matter. As of 9am December 5, 2013 I have yet to hear from him, which implies that [redacted] is not interested in attempting any sort of good faith effort to resolve this issue.

After finally receiving my property four days after originally promised on Monday, December 2, 2013, I contacted customer service on Tuesday, December 3, 2013 and spoke to [redacted] who informed me that the original $900+ in charges should have been reversed by [redacted], but that there was nothing she could do concerning an additional $301.84 charged that morning. As of Thursday December 5, 2013, I see no charge reversals in my transaction history.

Given the incompetence enveloping this entire experience and the failure of U-Haul management to accept responsibility or assist in resolving outstanding issues, I feel that I have no option but to deny payment for failure to deliver services as agreed along with opening a complaint with the Revdex.com.Desired Settlement: Waive delivery fee.

Business

Response:

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and reviewed his bank statement. She confirmed there was an overcharge and advised him of a refund for $301.84.

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

Business

Response:

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and reviewed his bank statement. She confirmed there was an overcharge and advised him of a refund for $301.84.

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

Review: I rented out a U-Haul Cargo Van and I later on find out that I was charged for things I was never verbally told I would get charged for. I picked up the vehicle at one location and dropped off at a different location.Upon my renting of the U-haul the manager who did the transition failed to inform me of any extra charges that might arise If I don't return the truck to the location that I picked it up at. I dropped of the Van at a different location and they Charged me way too much money. One of their reason was I dropped off the Van late and they said they can prove that I dropped it off late. I didn't drop off the Van late in fact I dropped it off the same day I picked it up at a different location. My issue is I was charged for dropping the van at a different Location than the one I originally picked it up at. But only because the manager at the original place I picked up the van failed to explain to me that this type of action will result in charges over 200 dollars. I needed specific charges to be noted to me but the only reason he gave me was I dropped it off at the wrong location and that It was late (which was a lie). Both reasons were not justified because I did not drop it off late and even that I dropped the Van off at the wrong Location I was never verbally told the consequences that will arise if I do drop it off and I was also never told verbally that the Van has to be dropped off at the original location. The manager at the original location I picked up the van stated that "this happens to a lot of people" which to me means that they fail to inform customers of the important information that they need to know so that extra charges won't get added on to the customers bill. This is lack of professionalism and unethical way of conducting business.Desired Settlement: I need to get an itemized receipt of my charges and also to be reimbursed of any extra charges that were added on to my bill. I need to know the miles that they claim I had on the Van and the rate that they determined the charges they took. I also need to see the proof that the Manager at [redacted] said he has of me dropping off the VAN late.

Business

Response:

December 6, 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 Pittsburgh regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email advising her all pertinent information on the rental is documented on her rental contract. After reviewing both dispatch and receiving rental agreements, he was unable to see any indication of unethical practices on the part of our representatives and hoped that his explanation helped better understand the charges on her 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: Hi, I made a reservation from uhaul.com schedule to pick up a truck 9am on April 26,2014. When I arrived, the person ([redacted]) told me that there are no trucks available. I then show her the above email and her reply was that they don't have to honor the reservation system. I then said I will be happy to take any other trucks that they will have and she went to say that they have nothing available for me. I was getting upset because I paid movers for the day and elevators from my building padded ready to go. I then said what's the point of having a reservation if they don't honor it. I asked her if this facility is affiliated with the Uhaul website that took my reservation and she started to get loud and rude with me. In the end, I left without a truck and still have to paid the movers for their time.Desired Settlement: reimbursement for my mover's fee.

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], I am sorry for all the confusion with your reservation. We have refunded you the $50 guarantee back to the credit card the reservation was reserved with. You should see that in 5 to 7 business days.We take pride in our customer service and will use this experience as a guide for the future. Thank you [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

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 had to paid the movers for their time because Uhaul did not honor their reservation and no one had call me of this change prior the pickup.

Regards,

Business

Response:

May 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, reviewed the information Mr. [redacted] recently provided. She informed our office she sent him the following email:

Mr. [redacted] Again I apologize for the problems you had with your rental. I am sending you 150.00 in vips, these can be used for any service that U-Haul offers. Your business is important to us and we hope that you continue using U-Haul for all your moving needs. We cannot undo the damage that has been done but our regret is sincere and will use this experience as a guide for the future. Thank you [redacted]

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

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

Sincerely,

Executive Assistant

U-Haul International

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 rented a truck that had a dolly attached, I rent an appliance dolly so I did not need the one in the back of the truck. A glass door broke upon moving, I swept the truck and then went and dropped off 1 more item and then swept the truck again. I had 2 other people with me when I swept the truck, 1 person was moving this dolly around for me to get the glass all swept up. I did the best I could with the dolly locked into place. I returned the truck to the overnight location, it had to be back by 7am, it was rented again. I got charged 25.00 for cleaning when I cleaned the truck myself with 2 witnesses. I cannot control the dolly that was in the truck and if I would have popped off the tie, I would have been charged. I want a refund of the cleaning fee.Desired Settlement: refund of the cleaning fee.

Business

Response:

November 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good morning, We have received and thank you for your feedback regarding your recent U-Haul moving experience. I have reviewed your contract details, and have issued you a credit in the amount of $25 for the Cleaning charge that was collected upon return of the equipment. U-Haul appreciates your patronage, and we apologize for the inconvenience. If I can be of further assistance, please feel free to contact this office directly ! Regards, Janet Kopper Executive Assistant U-Haul Co. of Sacto

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 entered into a rental agreement with u-haul for use of a truck to move my household on sunday 10/27/13. I accepted the cost of the truck at 29.95 plus insurance of $14.00, an estimate of 25miles at $.69 per mile, and to return the truck at 1/4 tank of gas which is how much it was released to me with. I made 4 trips with the truck which came to approximately 16miles total and that includes travel from uhaul and back to uhaul to leave the truck. I returned the truck the same day but it was after business hours. I received the final receipt from uhaul 3 days later via email which states the total mileage on the truck under my contract was 68.8 miles. This is incorrect and absurd. I immediately called the location the next day, spoke [redacted] who went over the receipt with me. She advised me of the cost of the truck and insurance, but also advised I used a dolly which is an additional charge(which I didn't) and that I was billed for the additional mileage. I disagreed, I advised her I had my own dolly and barely drove the truck. She placed the call on hold and the store manager came to the phone. He reiterated to me that the odometer showed 68.8 and that their equipment doesn't lie. He was not helpful or customer service friendly at all. He offered to recheck the trucks mileage and equipment once it is returned from the current user and stated if there is no discrepancy then he will not refund me. This was not acceptable to me so I placed a complaint with the customer service department the same day I spoke with the store. The said they opened a case and advised me to call in a couple of days for the outcome. Upon speaking to them Saturday 11/2/2013, I was informed that the complaint was sent to the store manager who is going to check his equipment and if there is no issue found then I will not be compensated. So essentially the customer service department contacted the unresourceful store manager and this is going nowhere.

I had my own dolly and made only 2 trips to load my old apartment and unload at the new place which is less than a mile away. Use of the truck was so minimal that I didn't even have to refuel it. Yet the receipt shows there was 1/8 tank of gas in it when it was checked in. How is this possible when the truck was released to me with 1/4 tank and I didn't refuel it. Someone checked in the wrong rental truck under my contract and no one wants to own up for it. I believe in karma and I don't have time to sit around making up lies and scheming. I spent enough money securing a new home and I don't have money to lose to a rip off company. Uhaul rightfully owes me a refund and I will continue up the chain of command until I get it.Desired Settlement: I am requesting $36.43, the difference in mileage that I was over charged, the cost of a dolly ($7) that was not used plus applicable tax.

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Greenbrier, followed up on the information Ms. [redacted] provided. He informed our office he issued Ms. [redacted] a check for $47.77, which includes a refund for mileage, the dolly and tax. She 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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On August 26th, 2013, I went to UHaul at [redacted] in Port Moody to have a trailer hitch installed. On October 3rd, 2013 I went to Westwood [redacted] at [redacted] to have my car serviced. I received a call from the [redacted] dealership extremely concerned about the wiring job that had been done. According to a report they prepared for me, they found that the Trailer Hitch was routed incorrectly, attached to my Driver side inner tie rod, routed through exaust hanger and driver shaft. It was looped around the drive shaft and was rubbing down to the metal. There is a worn groove as a result of the attachment. Right after I picked up my car at [redacted] I went straight to the UHaul next door to talk to them about the damage to my car. I was told that I had to speak to the manager who was not available until Oct 4th, the next day.

When I went to speak to the manager he told me that I would have to go through claims. I chose to call Uhaul Canada that night to file a complaint, I was told I would hear back in 24-48hrs. He showed no interest in looking to fix the problem but told me I needed to file a claim with the claim. I was told to email him the report and he would send it off. On Friday I still had not heard anything so on Saturday I called UHaul Canada again to start my claim but was told that their office is closed on the week-end so I had to call again on Monday. On Monday I called again and was able to file a claim. On Tuesday I was able to speak to someone about my claim and I was under the impression that were going to send someone to the UHaul on Barnet to inspect the dammage. On October 8th I emailed the same information that I had emailed the manager of the Barnet UHaul, [redacted], on Friday Oct 4th as they had not yet received it from [redacted]. It was not until Oct 9th that I heard from [redacted] who asked that I bring my car in to have it looked at and the wiring repaired. It was in the email that I received from [redacted] that I realized that it was going to be my responsibility to get a total of 3 estimates before they would be willing to address the issues, despite a detailed report from [redacted].

On Oct 10th I dropped off my car to have it inspected and have the wiring repaired. When I picked up my car on October 10th [redacted] himself told me that he had never seen such a horrible wiring job and tried to suggest that someone else must have worked on my car. He told me the wiring was now fixed but that I had to go and get two other estimated to have my car repaired. On October 16th I brought my car to a mechanic who was horrified at the wiring that had supposedly been repaired as the routing was poorly done again, although this time it would not necessarily cause any more dammage. When I asked for a quote to fix the dammage done he told me I should have UHaul again fix the wiring before he would be able to give me a quote because he would have to completely rewire the hitch installation and could not do the work as the wiring would inhibit his ability to fix the dammage done. When underneath my car I was able to see the dammage done to my driveshaft as well as the tie rod.

I then took my car to another mechanic on October 19th who repeated the same information as the other mechanic. He would not give me a quote until the wiring had been fixed by UHaul. He also told me that he felt that the actual hitch was not even properly installed. I tried two other mechanics, that I do not know and have no idea about their reliability, and they told me that they were not interested in doing insurance quotes.

By this time I have had to give up two afternoons and spend countless hours on the phone with UHaul and garages and am getting nowhere trying to get my car repaired. I have not been able to move furniture out of my house because I was told my car in its state to tow a trailer, even after the wiring was reportedly fixed. I have had to cancel meetings on Oct 3, 4, and 11th due to the fact that I have had to dDesired Settlement: I would like my car returned to the condition that it was prior to the work done by UHaul which would require replacing all damaged parts, which includes the drive shaft and tie rod, done by the improper wiring done by UHaul.

I would like the hitch and wiring to be done properly and that there be no further issues.

I do not want UHaul to touch my car anymore as they have had two opportunities to do the wiring properly and have not done so.

I would like a letter of apology from UHaul for the c

Business

Response:

November 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, followed up on the information Mr. [redacted] provided. He spoke to Mr. [redacted] and advised him we will be purchasing parts for his vehicle to have the local [redacted] dealer do the repair. A refund for the wiring will also be issued to 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,

Executive Assistant

U-Haul International

Review: see Attached documentClick Here to Get the File[redacted]Desired Settlement: see Attached document

Business

Response:

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] office, followed up on the information [redacted] provided. She informed our office [redacted] was contacted and they addressed her concerns. A refund for $1,500 was issued back to [redacted] account for the late delivery of her [redacted], which 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 AssistantU-Haul International

Review: Uhaul guaranteed delivery of a u-box to their location in [redacted] on 7/27/14, with an expected delivery date of 7/26/14. As of 7/28/14, the u-box has not arrived at the expected location, and no one is able to reach the driver to determine the current location of the u-box containing all of my belongings. This delay has required me to reschedule the appointment with the local movers hired to assist me with unloading the contents of the box. The corporate office has offered no assistance to the workers at the [redacted] location in their efforts to locate the u-box, and they have offered me no assistance or support in locating my belongings despite my requests. Uhaul also failed to notify me of the delay; I learned of it when the movers informed me that the box was unavailable for pickup.Desired Settlement: I expect a significant reduction in my bill for services, given that the guaranteed delivery date in my contract was not met and that the company failed to properly notify me of these delays.

Business

Response:

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted] our Area Field Manager for our [redacted] and [redacted], followed up on the information [redacted] provided. He spoke to [redacted] and they were able to reach an amicable resolution. A refund for $300 was issued back to his [redacted] account as an adjustment on his move. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: 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: 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