Review: I was called a lair and the general manger ([redacted]) I think should have been more helpful as someone tells him it is there frist time rentraling a truck!

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

A face to face apology! For being called a liar.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. [redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Please accept my sincere apology for the level of service you have described as receiving. While it does not change your situation, Iwould like to assure you that it is out of character for [redacted] to accuse a customer of being a liar. Please be assured this type of behavior is not condoned and will be followed up on. We value you as a customer and in doing so I have issued you VIP Certificate [redacted]. The certificate may be applied to a future rental or purchase from any U-Haul location nationwide, as well as online at uhaul.com; it is valid for two years and will arrive in a separate email. I wish to thank you for contacting us and allowing us to resolve your concern; we look forward to serving you again in the future. Thank you, [redacted] Executive Assistant U-Haul Co. of Northern MN

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.

My name is [redacted] I have a Company name ([redacted]) I am a Event Coordinator, Short Film Producer,

and Free Lance Photography.

On July

10th or 11th I called to reserve a truck at the U-Haul on

[redacted]. and [redacted] in St. Paul, for July 19th to July

20th my reason for this rental was to pull a float in a parade that

had a Soap Box Derby car that I had build with a high school instructor. When I

was talking to the agent on the phone to make my reservation, I told them that

I had never reserved anything in my life, so he said that all I needed was a

credit card number; so I told him that I had one but there wasn’t any money on

the card at the time. He said that was fine! There didn’t need to be any money

on the card to hold the truck. So I give him my credit card number and that is

all he needed tell I came in to pick the truck up on July 19th.

On

Wednesday the 17th I was in the area of the rental place after

coming from my mom’s house I stopped in just to see if I was still good for the

rental on the 19th of July, also because I hadn’t received my e-mail

the agency said they would sent as a confirmation, I was still in the computer,

but they had my e-mail wrong; They had the number 4 it should be [redacted]

ok common mistake (1) so I ask the guy behind the counter to change it and he

did, then he said he would submit the

e-mail. But I checked later that night and didn’t have the e-mail for

confirmation. I assumed that since I was in the computer for reservation everything

was good to go, so on Friday I went up to the U- Haul to pick up my truck and

there was only one employee behind the counter and there was at least ten

people in the store. When I finally got to the counter I was told that my

reservation had be deleted and that is where things started going bad: I told

him that I had made this reservation well over a week and a half ago, so I give

him my driving license and the credit card I used to reserve the truck.

At that time the general manger came out so he came

over to where I was ask me for my I.D. so I give it to him and told him the

same thing that I had made this reservation a week and half ago and had came up

here two days ago because I hadn’t received my confirmation letter, and

couldn’t remember the young man I talk to but he looked up my account and I was

in there, but the e-mail was wrong; ok common mistake (2) after standing in

line for a other 20 minutes finally getting my rental I was sent out the door

with no directions of where to go, now remember I told the first person that

helped me I have never rented a truck and also told the manger that this was my

first time doing this! So I was told to go outside and someone would help me,

but there wasn’t anyone to help me so I find a worker that was helping a other

customer, I showed him my paper work but he didn’t even know where my rental

was, so I went back in to ask them where is my truck and one of the employee

came out to show me where the truck was,

up on walking to the truck I notice that there wasn’t a ball joint on the back,

so I mentioned that there is not a ball joint and he said that it is a other

five dollars. I ordered a 2’ ball joint from the beginning of this whole

process. And also when I was talking to the general manger ([redacted]) ok common

mistake (3) I told him I wasn’t going to pay that it should have been in the

total from the beginning. The gas tank was not where to work order showed went

I got in the truck, but by this time and after all this I was tired of all this

I still had to go and pick up my trailer at another U-Haul. Which I didn’t even

have any problems. I had to talk with her when I got there and she said she was

sorry that I had to go through all that just to rental a truck.

Up on my return of the rental (on Saturday afternoon

July 20th) I ask to talk to the manger on duty today! I was told I

am the manger, I said my name is [redacted]: and you are! My name is [redacted]. I told

him I was not happy with the whole process of the rental here at this U-haul.

So I start to tell the young man about what happen on Friday the July 19th

the day I picked up my rental and the general manger [redacted] was helping me, I

said that he knew that it was my first time renting here every! And your

general manger didn’t make me feel good about being a customer here at the

store. I said that he didn’t even come out and go over a check list with me; he

said that’s not truth ([redacted]). [redacted] always comes out and shows the customer

about their rentals. So I ask him are you calling me a liar. He said I saw [redacted]

come out with a clipboard! So I said o really, how do you know that! And his

said I was here that day. So I said do you have cameras here? And he said yes!

And that is when I said ok I’ll take my bill, and I leave and called customer

service later on that night July 20th 2013.

I talked to a lady name [redacted] and told he the

whole story from the beginning to the end, and I told her that out of all this

is what hurt the must was when the young man called me a liar ([redacted]).

[redacted] listen to me and she apology for then at

the U-Haul and for the young man called me a liar. She put back fifty dollars

on my card this is the first thing she did, and also sent me the recorded

conversation. But as I said the thing that hurt me the most was the young man

called me a Liar! So a couple of days went by and ([redacted]) call me be from the

tone of the voice he still was not comfortable about me call custom service, he

ask me was there anything else he could do for me; I said yes reimbursement me

the rest of my money, he say I was lucky to get the fifty dollars because we

just don’t do that

Regards,

Business

Response:

August 13, 2013

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

[redacted] the Executive Assistant in our [redacted] Regional Office informed us she refunded the remaining balance of Mr. [redacted]' rental on 8/3. A credit of $34.19 was credited to Mr. [redacted]' [redacted] Card.

Ms. [redacted] sent Mr. [redacted] an e-mail apologizing for his recent experience with our company and hopes this refund will bring closure to his concerns.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International.

Useful

Reply

Review: I reserved a 14 foot truck on July 10th, 2013 for Thursday August 1, 2013 to pick up at 9:00am at my local U-Haul store located at [redacted]. I called on July 31, 2013 to confirm my reservation for the 14 foot truck and was told that they did not a 14 foot truck available, but would have one available for me on August 2nd, 2013. I told them this was not acceptable as I was moving out of state on August 1st, 2013. They told me had no trucks of any kind available at this location even though I made a reservation and it was confirmed for August 1, 2013. I was told I could drive to Rome, NY to pick up a 10 foot truck. They made me do all the work and never offered to get a truck for me. All they had at the Rome, NY location was a 10 foot truck available even though I had reserved a 14 foot truck. I had to drive an hour out of my way to Rome, NY that was 48 miles out of my way wasting my gas and time. This also delayed my movers, of which I had already paid and were waiting on me to get the truck. Moving is already a stressful experience and this made my move horrible. As a result of only getting a 10 foot truck, and not the 14 foot truck I reserved I was not able to fit all of my belongings in it and just had to make the decision to donate those belongings to Goodwill as I was not able to fit them in my truck to move. My master order reservation # is [redacted] confirming me for a 14 foot truck at the Syracuse location for August 1, 2013.Desired Settlement: I think a fair resolution for the entire hassle and inconvenience would to be refunded half of my total bill of $1,075.95, which would be $537.98. As I stated above, I had to drive over an hour out of my way to pick up another truck of which was only a 10 foot truck, not the 14 foot truck I had a reservation for, and wasted gas money and mileage on my car, I was also charged by my moving company for the extra time they had to wait on me as a result of U-Haul's error, and had to donate my belongings that I was not able to fit in the smaller 10 foot truck all because of U-Haul's negligence.

Business

Response:

October 9, 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 Eastern NY regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his apology and also advised her of a refund for $537.68 he issued back to her [redacted] account as an adjustment on her rental. The refund 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

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,

Useful

Reply

Review: I had rented a uhaul trailer contract number [redacted]. My contract is for 328.00 for the trailer and $10.00 for pads. After I had picked it up my plans got changed and I ended up not moving. The move was from Maryland to California originally. I had the trailer 10 out of the 11 days that I paid for it. I called the location and told him my plans had changed and that I only needed it locally. He told me it was only $18.95 per day locally and that I would save someone money. A week after I returned it I noticed only a credit for $23.11 and it should have been around $156.39. I called the location and he told me that the pads were $10.00 a day. That is not what my contract stated. They told me that locally that is the price. I am not paying for this charge. I was never told that was the charge. When I called the location and told him I only needed it locally he should have told me that the pads would be $10 per day and not $10 total as I was quoted on my contract.Desired Settlement: I want the charge for the pads refunded expect for the $10 and I agreed to that price

Business

Response:

October 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good morning. My name is [redacted], Area Field Mgr with U-Haul. I have reviewed your customer complaint. Originally, your contract was for a one way rental and the pads were a flat charge in that rate. When the equipment was returned to the original entity, your contract was converted to an in town rental and the pads are charged daily. I have refunded $100 to your card on file, as a courtesy. This leaves only the one day $10 charge for the pads. Thank you for your business.

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,

Useful

Reply

Review: From: Mr. and Mrs. [redacted]

Sent: Sunday, August 04, 2013 2:56 PM

To: [redacted]

Subject: Unhappy customer (contract number [redacted])

To U-Haul International,

On Sunday 6/23/13 I picked up a 17-foot U-HAUL TRUCK for a one-way rental from Boston, MA to Denver, CO. The location of delivery was from the U-HAUL CENTER at [redacted] (###-###-####. I paid $1,854.06 for a week long rental with the truck scheduled to be returned to the UHAUL CENTER at [redacted] on Sunday 6/30/2013. I was told I would be charged a late fee of $40/day for the UHAUL truck and $20/day for the auto-transporter.

It took 1½ days for me to load the truck with my belongings. Around noon, on Mon 6/24/13, I took the UHAUL truck back to the above U-Haul center to have the auto-transporter connected. Two supposed UHAUL professionals performed the task. At 1 PM, I started my 2000+ miles journey with my spouse and children. I had only 5 days to make the drive to ensure timely return of the truck and to begin my new job on Monday July 1, 2013. As you can see this was not a stress-free move.

While driving southbound on I-95, I made my first stop for gasoline. A passerby pointed out that the strap over the front tires of my car on the auto-transporter was completely off. These are the straps that hold the car firmly on the transporter. After being shown how to put the straps on and tightening them myself, the strap never again got loose again during my remaining journey (I checked the strap everytime I stopped for gas). Two supposed UHAUL professionals at the U-HAUL CENTER at [redacted] (###-###-#### failed to complete their tasks properly and failed to bring to my attention the need to periodically check those straps. In my mind, these employees need re-training, but the incidence was a nuisance compared to what was to follow.

The next day, 6/25/13 around 4PM while driving on I-68 in Maryland, suddenly both the power steering mechanism and the breaks failed. I-68 is a hilly highway with many curves. I placed the truck in neutral and after a period of struggle was able to halt the truck to a stop at the side of the highway. Many cars zoomed by honking their honks at us, not knowing what had happened. I called UHAUL roadside assistance (UHAUL roadside assistance reference number [redacted]). ~2 1/2 hours later, [redacted] from Nextow Inc. Hagerstown, MD ###-###-#### came to inspect our truck. He said that the timing belt had broke leading to power steering and break failure. Our UHAUL truck was towed to the nearest UHAUL service station and an attempt was made to find a replacement timing belt. But a new timing belt was not found and at 11PM, we were told to check into a Holiday Inn close by to stay the night and our UHAUL truck was towed to the Holiday Inn’s parking lot. The plan was to either have the timing belt replaced the next morning or to have another UHAUL truck available to us. [redacted] from Nextow said it is more likely we are getting a new UHAUL truck as he thinks the breaking mechanism of the current truck is damage. The next morning Tuesday June 26, 2013, after multiple phone call to road-side assistance (###-###-####), we were put in touch with [redacted] from [redacted] ###-###-####. After multiple telephone conversation, though I insisted on getting a new UHAUL truck, [redacted] concluded that the broken timing belt is the cause of the power steering and break failure. Two mechanics from Peer’s towing came and replaced the timing belt and sent us again on our journey at ~12PM. This particular incidence cost us $145.44 in out-of-pocket expense ($117.49 for pre-booking a hotel in Cambridge, OH which we never made it to for check in + $27.95 for food) and robbed us of our precious driving time. However, the worse part is the stress not knowing if anything else will happen to the truck and whether we will make it out alive should something else happens to the truck. But we are forced to proceed.

Two days later, on Thursday June 28, 2013, while driving through Missouri, we started hearing funny noises and the truck became noticeably unstable. On my wife’s urging, I stopped and realized that the right inner rear tire has worn to its metal threads. We again called road-side assistance (UHAUL roadside assistance reference #245436). Carl’s towing in responded to our call, changed the tire and got us on the road again in 3 hours.

Due to these events, what initially planned out to be a 5 days relaxing move turned into a marathon in which I was forced to drive 12 hours/day, stopping only briefly for gasoline and food, to make it on time to Denver. My young children got sick as a result of this. The cause is due to improper maintenance of the rented UHAUL truck. The timing belt breakage was especially preventable if has been replaced based on manufacturer’s recommendation.

Initially, through the recommendations of [redacted], the assistant manager at UHAUL at [redacted] we contacted [redacted] the manager at U-HAUL CENTER at [redacted] to see how he could reimburse our out of pocket expense related to the events that happened to us and compensate us for what had happened. [redacted] conclusion is that we are responsible for what had happened and was verbally rude to us. After sending him our receipts four weeks ago for the out of pocket expenses, we had not heard from him since.

I demanded that U-HAUL CENTER reimburse me for my $145.44 out-of-pocket expenses (with attached receipts) and reimburse us for the full amount of our payment for the rental, $1,854.06. The total amount we demand is $1999.5. We did not pay close to $1900 for the rental to put our lives in danger. Having the timing belt break on the highway, which shut down both the steering wheel and breaking mechanism, could have lead to our demise. The cause is due to improper maintenance of the rented UHAUL truck. Furthermore, instead of trying to correct this wrong, the [redacted] completely placed the blame on us and ignored our request.

Please correct this wrong. I have contacted my credit company, Discover card, to protest the charges related to dealing with UHAUL. In addition, if we are ignored similarly to how [redacted] dealt with us, we will be forced to file a complaint with the Revdex.com (Revdex.com).

Sincerely,

Mr. and Mrs. [redacted]Desired Settlement: We file the complaint to publicrealation of uhaul, uhaul corporate, and uhaul store manager and receive no resolution. We demand for a total of $1,999.50. Please review the detail above.

Business

Response:

October 25, 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 Boston regional office, followed up on the information Ms. [redacted] provided. He informed our office a refund for 40% of the rental was issued along with a full refund for the hotel expense. At the time of rental three U-Haul team members assisted Ms. [redacted] in loading her car onto the auto-transport. A Users Guide was also provided on how to load and off-load their vehicle from the auto-transport. The U-Haul truck she rented was inspected and found to have no faults. Mr. [redacted] mentioned that the situation with the serpentine belt was something that was unforeseeable. As with anything mechanical, if a problem arises it will be when in use. We believe a fair resolution was made on Ms. [redacted]’s rental and no further refunds will be issued.

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

Sincerely,

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.

Uhaul claimed to have refunded 40% (representing $741.62) of our rental including hotel expense (representing $117.49), but I did not receive these. The three incidents occurred under one rental costing us $2,000 (cost of rental $1854+ hotel $117 +food $28) not including the trouble, life threading situations, and stress for our family. Uhaul response of "claiming that refund has occurred and we regret" does not satisfy what happened to our family.

Regards,

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the information Ms. [redacted] and sent her the following email:

Good Morning [redacted], I am contacting you in reference to the issues that transpired with the rental of the U-Haul you received at our 600 Mystic Valley Parkway location. After reviewing the notes and refunds, I noticed that the refund that was done but were in limbo for some reason. I have gone in and refunded the Discover card ending in [redacted] for the amount of 756.00. I apologize for any inconvenience this may have caused. Please allow 3-5 Business days depending on bank standards to see the refund. If you have any further questions please feel free to contact me directly. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston [redacted]. 02143 ###-###-#### - Office ###-###-#### - Toll Free ###-###-#### - Cell [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The email stated a refund of $756 will be credit to my credit card from 3-5 business day. I have not receive it yet; therefore, this case is not close. In the past, Uhaul kept on stating that refund was credit and I did not receive the refund and did not heard back. I don't trust their words until the credit show up in my statement.

Regards,

Useful

Reply

Review: On May 15, 2014 I had rented a U-Haul auto transport trailer from a U-Haul dealer in [redacted] to transport my car back to Evansville Indiana. The previous night I had made a reservation on U-Haul's website for 4:00pm on the 15th to pick up the trailer. My quoted rate for a one way auto transport trailer from [redacted] to Evansville Indiana was $138.00. The afternoon of the 15th I went to the U-Haul dealer and told them I had a 4:00 reservation but wondered if it would be a problem if I picked it up early. The woman that helped me was very kind and said sure. She asked where I was going and took my information and bank card number. I was initially charged $63.95. I have rented from U-Haul before and was charged a smaller rate and when I returned the equipment I was charged the full rate at check in so this charge didn't raise any flags with me since I have never rented a one way piece of equipment before. I completed my move and returned the trailer to the U-Haul dealer on Riverside Dr. in Evansville Indiana on the night of the 15th. On Saturday May 17 I received a call from the U-Haul in [redacted] wondering where the trailer was, if I needed more time, or if the trailer had been stolen and she needed to report it. I called that store back and told her I had dropped it off at the Uhaul in Evansville. We both did some calling and looking and she had said she entered it into her system as a local in town rental and not a one way and that she would fix it. The Evansville location entered the trailer into their system as a transfer trailer from another branch for some reason, even though I left my ticket with the trailer, which added to some of the confusion. A few days later I noticed in my bank account I was refunded by [redacted] U-Haul for $63.95 charged again for $63.95 by the Evansville Indiana U-Haul and then again charged for $274.17 by the Evansville Indiana U-Haul. I have called and asked why and was told because it was entered as an in town rental instead of a one way and that is where the other outrageous charges are coming from. I called [redacted] U-Haul back and the woman gave me u-hauls corporate number to take it up with them and again I received the same answers, even though the U-Haul in [redacted] said she made a mistake entering my paperwork and it was not my fault for the mix up. I am being charged $200.12 over what U-Haul had quoted me for a one way auto transport trailer rental from [redacted] to Evansville Indiana. $274.17 plus $63.95 is a total of $338.12 which is a far cry from my quoted rate of $138.Desired Settlement: I would just like U-Haul to adjust my bill back to my quoted price of $138.00 which is a refund of $200.12

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $180.12 was issued back to Mr. [redacted]’s [redacted] account on May 27th and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Useful

Reply

Review: On May 10th of this year I rented a van at 1pm at the old bridge U-HAUL location. I used my capital one credit card to rent this van. The next day which was May 11th my husband returned the van and asked if he could pay the rental fee with his chase credit card instead. He swiped his card but the attendant said it did not go through and told him to swipe again. My husband would not and instead paid with cash. The total was 97.37, he paid 100 and got 2.63 back. When he left he checked the chase bank account and realized he had been charged the 97.37 even though the attendant said it did not go through. He went back in to get a refund and they would not cooperate. We ended up calling customer service at least three times to discuss this error and each time they gave us a different explanation of what happened and what action was going to take place. What ended up happening was my capital one card had a hold of the 97.37 and got refunded. The chase card was supposed to get refunded 97.37 because we paid cash but they would not budge on that. About a week later a supervisor from the old bridge U-HAUL office called me and said the only thing she could do was reverse the charges on the chase card and recharge the capital one card. She said the refund to the capital one card was supposed to go to the chase card because the capital one card was never charged only put on hold. I told her the capital one card and chase card were charged 97.37 each plus we paid cash. At that point she said all she could do was credit the chase card and I did not have to go in to office because she wanted this put to an end. What she ended up doing was credit the chase card but also recharge the 97.37 to the capital one card without my permission. I was not even in the office and she charged my card fraudulently. I spoke to customer service again and they said she had the right to recharge my card even without my permission. How is this ok?Desired Settlement: I would like my capital one credit card to get refunded for the 97.37 and I want my information taken out of U-HAUL's system so they cannot keep charging me anytime they decide. I also want whatever disciplinary action to take place against the supervisor of the old bridge office for charging my credit card without my permission. Her name is [redacted].

Business

Response:

June 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central New Jersey regional office, followed up on the information Mrs. [redacted] provided. She informed our office she has left two separate messages requesting a call back. She would like to explain both cards were charged $97.37 and then credited back $97.37, which gives a net $0 on both cards. She hopes to hear back from Mrs. [redacted] soon.

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 understand they tried to contact us but I spoke to someone from U-HAUL on the phone and gave them my cell number because we both work. They never contacted me and when I called directly I was told I would get a call back from a supervisor, which never occurred. I am not satisfied with their response because my master card was originally charged on may 11th and credited on may 13th. The visa was charged on may 11th and credited on may 22nd. Then without me being in the store my master card was charged again on may 22nd. The supervisor of the old bridge store told me she was only going to credit the visa 97.37 but decided to once again charge the master card. How is someone able to charge your credit card without your permission especially without you even being in their presence. Both cards do not have a 0 balance because the master card should never have been charged again especially because we paid cash in the store. They need to credit back the 97.37 to the master card for me to be satisfied.

Regards,

Business

Response:

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central New Jersey regional office, reviewed the recent information Mrs. [redacted] provided. She left two more voice messages, one on each phone number provided. She relayed that our records indicate a charge for $97.37 and a credit for $97.37 on both the Master Card account and Visa account listed. Ms. [redacted] requested Mrs. [redacted] fax copies of her credit card statements if they indicate something different. She provided her fax number, ###-###-####, and her call back number, ###-###-####.

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

Useful

Reply

Review: I reserved the truck with the uHaul on 07/11/14 for pick up date of 07/24/14 and location selected was [redacted]. The order number is [redacted]. On 07/22/14 I received a call from [redacted] (Reservation Manager) based out of [redacted] and he said my location has been changed from [redacted] to [redacted]. When I questioned him about the change he said the truck is never guaranteed and location is never guaranteed either! I told him I am OK with the location change but I should be conpensated for the extra miles and extra gas that I would have to fill in and gas for my personal car to drive to and back from [redacted]. the address provided to me of the pick up location is 56 miles away in a round trip from my house. I would have to pay that extra gas in my car as well as in the truck. And, on top of that, [redacted] gave me only 30 miles extra to compensate for the miles. which means I am still 26 miles short on the change that uHaul Inc made. When I called customer cr they moved me from state to state regional office phone line then giving me the number [redacted]. When I called the line I spoke with Trasha I believe I couldn't understand her name and she put on hold when I question the change and didn't come back on the call. I called back and she said we wont compensate you for gas at all! you will get only extra 26 miles for the extra travel. I believe that this is an unethical business practice by uHaul. Other truck companies don't let you book the truck if they dont have a truck available. uHaul let me book the truck when they did not have in stock and later on changed the location. They made me spend more money on gas on both my personal car and the truck to wrongfully make sure that I go above allotted miles so that they can make extra money. I want Revdex.com to look into uHaul's misleading business practice.Desired Settlement: I want to be compensated for the extra gas and extra troubles I would have to go thru to get the truck. I want uHaul to give me partial refund or discount on my order.

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Vernon Rosemin, our Executive Assistant for our Northern Virginia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced with the reservation. He also advised Mr. [redacted] that he discounted his rate by $50.00.

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,

Useful

Reply

Review: On 5/17/14 I obtained a UBox from a UHaul dealer in [redacted] (originally scheduled for pick up on 5/19/14) Loaded and returned the box the same day. I was informed that my box would be delivered to the UHaul on [redacted] on 6/2/14 and I would have access to that box on 6/3/14. On 5/31/14 my credit card was charged for this service. I waited to hear from UHaul that my UBox had been delivered and made several phone calls to customer service requesting assistance. On 6/10/14 no one at UHaul could tell me where my box was or when I would have access to it. This caused me extreme distress. I began working with [redacted] at UHaul in an attempt to locate my UBox and he promised me compensation for UHauls failure to deliver my UBox and my distress. I was finally able to access my UBox on 6/25/14. [redacted] told me it had been at the warehouse since 6/2/14-my credit card was charge a storage fee. [redacted] stated that the storage fee would be removed from my credit card. He also asked my what I thought my compensation should be-I told him for the distress that I was caused by my whole experience with Uhaul I wanted all my money back. [redacted] asked if I would be willing to accept $600-I agreed- he stated the check would go out on 7/3/14 and I should have it with in a week-he also stated that if I did not receive the check to call him. I had not received the promised check by 7/12/14 and still have not received this promised check as of this date 7/26/14. I had spoken to [redacted] and another UHaul representive who both told me I should receive the check any day-and emailed me a receipt of the promised check. The address on the check was sent to [redacted] I informed [redacted] that that was UHauls address and not mine. He stated he would request the check be sent to my address. I have not heard from [redacted] since 7/19/14 and have not received the check.Desired Settlement: DesiredSettlementID: Refund

I want the entire cost of the UBox retuned to me in 14 days or less.

Business

Response:

August 4, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and advised her she would issue her a refund as promised by credit card in order to avoid extra time to issue a check. [redacted] relayed to Ms. Andia she would call her back but has not, therefore, Ms. Andia went ahead and issued a refund for the $600 back to her credit card she had on file. The refund will post on [redacted]’s 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:

[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,

Useful

Reply

Review: After getting reservation confirmation (U-Haul Contract [redacted]) message on 07/30/2014, I called pick location at

[redacted] ([redacted]) [redacted] and told them that I will come at sharp 3:00 PM to pick up 17’ truck, and asked them to make sure arrange truck by that time. Location told me that they will make sure, and confirmed my reservation.

On 07/31/2014: I called them at 2:45PM and told them that I’m coming and will pickup truck at 3:00 PM and they told me that they don’t have truck; still they asked me to come and see if they can work something. After sometime I got call and I was told that I need to pick-up the truck at [redacted] which was like 15 miles and 30 minute drie away from this location.

I drove to that location, and then that location told me that they do not have any 17’ truck, and they switched me to 20’ truck. I was not comfortable driving 20’ truck. But I was stuck there and have no other option because there was no other truck anywhere in this region, and this was my last day of my lease and I need to remove my stuff from apartment. Moreover there were 2 movers sitting at home and waiting for me to bring truck. So I called my friend who helped me driving and which cost me $120. In addition this process took almost additional 90 minutes and two movers charged me $120 for this time ($40 per person per hour). On top I wasted my time and spent more dollars on gas. In summary: In addition to frustration, trouble caused to me, I paid almost $250 additional and this is not my fault.

I contacted U haul and they apologized and offered me $50 refund, but simple apology and $50 refund is not enough. Because of their mistake I’m out of $250 and also I received lot of frustration.Desired Settlement: I want full refund and also U haul should pay cost of additional amount because of this delay which is $250.

Thank you

Business

Response:

August 12, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] in our Columbus, OH Regional Office offered this response:

Mr. [redacted] was moved because the person who had the truck before his scheduled reservation didn't return on time. He called just before his due time to inform the location he wouldn't be bringing the truck back until 8pm. We had to move Mr. [redacted] to the closest location with an available truck at the last minute for which we are sorry. Unfortunately it was out of our control and just too late to try to get a truck to that location for his move. We refunded a total of $150 that will cover his movers and his extra fuel. ..................Thank you, [redacted]

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, [redacted] 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,

Useful

Reply

Review: We used the company website to pick a trailer our vehicle could tow. The website is faulty and does not provide accurate towing information for vehicles listed, but rather misleading information which is to U-Haul's advantage, to get customers to purchase bigger trailers that their cars can't tow. We had to do independent research ourselves, which totally contradicted both what is listed on the website and what several personnel assured us would be fine for our vehicle. If we would have followed their advice, our transmission would have been wrecked.

We ordered a custom hitch for our vehicle. The company said the product would arrive on a specific date that we selected. There was no disclaimer that this was subject to delivery or shipping concerns. The hitch arrived 1 week after our agreed date. We were assured that we could order the hitch, it would arrive on that date, we could get it installed, and leave the next day. Luckily we were cautious and planned well in advance, or our entire move would have had to be postponed for a week or more.

No one called to tell us our product would be late in arriving. The delivery date came, and no word from anyone. After a few days with no product, we tried to call the store, but the phone went directly to the national customer service line, which, after speaking to over 10 representatives and holding for over 4 hours, informed us that we should not have contacted them because there was no way they could look up our information. They told us to call the branch. We told them that the branch phone goes directly to the national line. It was literally impossible to contact the business to see where our late product was. They told us we would have to actually drive to the store and hope that the manager was there. He wasn't. No one knew anything about our order.

We came back a second time and the manager informed us that the part had never even been ordered. He offered to overnight it for free and gave us a small upgrade. But they gave away the lighting package we had purchased, so we had to wait another day while they ordered another one. Keep in mind, this was after we were assured we could move the day after our original order date. This was now over a week after our original date.

In speaking with the national customer service representatives, we found that they were universally ill-informed, unhelpful, and completely impotent to answer any of our concerns. Several representatives actually lied to us, told us that they were connecting to a manager who would give us a discount, and then hung up on us--making us start the process all over again, waiting 30 more minutes to connect to a representative, etc. The manager we finally spoke with (person number 15 or so) told us that U-Haul does not give any discounts and that they didn't know why those representatives would have said that (aka, they were lying). No discount or refund was offered. Once, to avoid having to start this whole explanation over again to a new representative, we made the representative repeat our number back to us, and then promise on her word that she would call us back after she had spoken to her supervisor to try to resolve this issue. Needless to say, she never called. We tried the same thing again, the representative promised fervently that she would call us back, and we never heard another word from her either.

It is now time for us to pick up our trailer, and today we called and were informed that the trailer we reserved is actually not available at the location we ordered it for 40 DAYS AGO, but that we would have to drive 20 minutes to go get it. We asked why they couldn't take the trailer to our location immediately down the street from us, but they refused. There was no disclaimer about the product not being available at the location we ordered it for. I have spoken to other customers that said they had to drive up to an hour to retrieve the trailer they ordered. This is indicative of a major fault on the part of U-Haul--they don't provide the services the customer pays for. We have to act as their delivery drivers for our own product.

I have to say that at every turn, U-Haul's customer service and business practices have been nothing short of appalling--and not at one location, but throughout the entire company. The number of people we spoke to just to try to get the products we purchased indicates a systemic disregard for the customer. U-HAUL DOES NOT CARE. U-HAUL makes it virtually (and sometimes literally) impossible for the consumer to even get information about the service they paid for. I am disgusted and cannot rightly surmise how this joke of a company has even managed to gain national status.

I see that I am not alone. Apparently only a [redacted] complaint is sufficient to rouse U-Haul from its stupor and convince it to make right with the people who have paid it hard-earned money. Out of 146 [redacted] reviews at the time of this writing, 140 have been negative. Several thousands of complaints have been issued, and only by involving the [redacted] does it seem like anything really gets done. The customer service center certainly is nothing of the kind, but rather a brick wall against which the corporation convinces people to throw themselves in a desperate, dead-end attempt to get some justice.Desired Settlement: I want my money back. All of it.

Had we left it to U-Haul, we would be left with a wrecked transmission, no parts, no trailer, stranded in [redacted] for over a week. They neither ordered our part nor ensured we would have our trailer at the location we specified. We are the ones who had to do their job. So I want the money I paid them, because we're the ones who earned it.

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she contacted Mr. and Mrs. [redacted] and issued them a refund for the hitch in the amount of $257.02. The refund was issued back to their [redacted] account and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Useful

Reply

Review: I shipped a U-box from Jackson, ms to Sioux Falls, SD last month. order confirmation [redacted]. when logging on website, I can see estimated charges but there is no receipt. I emailed uhaul and they told me to call the place I rented from. I then called Vicksburg, ms and was told they would email me a copy but they never did. I called back and talked to the main customer service at uhaul who also said they would email me a receipt. they never did either. I then emailed back the customer service rep. with one more attempt to get service. Again, nothing was emailed. I called again today and they emailed me one receipt (for renting the ubox). this receipt has my name incorrect. the lady told me she can't correct it. I gave the uhaul workers my name and asked if there was anything I needed to sign when I loaded my ubox. they said no. the second page of the receipt has a customer signature, which is NOT my signature. I requested she correct the receipt with my mis-spelling of my name and she said she couldnt'. she also said she couldn't pull up my second receipt which shows the $497 shipping charge for the ubox going from ms to sd. when I asked what I am supposed to do about getting a receipt she said to try to visit the uhaul location in Sioux falls to get a copy of the receipt. I should not have to go back to the store to get a copy of my receipt. upon telling her I would be unable to get reimbursed for my move by my company without the receipts and that I was disappointed in the goat-rope that the uhaul experience has been, she simply said oh.... have a nice day.

My email is also incorrect on the uhaul file. I gave it to the guy in the Jackson, ms store the day I rented my ubox. I have attempted to correct this during my three phone calls and wasn't surprised when it was still incorrect as of today.Desired Settlement: 1. I need a receipt for the shipping charge of $497, showing the bill and that there is a zero balance due (bill paid). Also needs to ensure my name is spelled correctly.

2. I need the receipt I was given ($53.45) updated to show the correct spelling of my name

3. I need uhaul to acknowledge my correct email address.

I WILL NOT BE REIMBURSED BY MY COMPANY WITHOUT THE ABOVE THREE ISSUES ADDRESSED

Business

Response:

September 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Ms [redacted], I have attached the letter stating it was an error on our part regarding the spelling of your name. Also,your receipt from Sioux Falls SD is attached. Thank you in advance, [redacted] Executive Assistant, U-Haul Co. of Mississippi ([redacted]) Office: ###-###-#### viop: [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

Useful

Reply

Review: I rented a truck from UHaul for Saturday Aug 30th at 9 am. The day before the reservation, with exactly 26 hours to go before my reservation pick-up time, my pick-up location was changed to somewhere I would be unable to get to. I contacted the customer service number from the website, and my situation was handled by an associate who only gave me one option of a pick-up date of Sunday Aug 31st at 2:30 pm, if I wanted to pick-up a truck within NYC city limits. She said there was nothing else she could do and that if I wanted to find anything available for the original day that I wanted, I would need to keep calling them back and checking. Immediately afterwards, I researched pricing for another truck rental company that would have ultimately saved me approximately $40 compared to Uhaul and they had a truck available for me to pick up that day. I then went to the uhaul website to see how I could cancel my reservation with them, and noticed on the bottom of the main page, that there was a $50 guarantee for having problems with my reservation, so I contacted the same customer line that I contacted less than an hour prior, and inquired about the guarantee and explained that I was on a constrained schedule because I was moving my things over 400 miles away and was expected back at work after the holiday, also that the representative I spoke with before her said there was only one available option for me to get a truck within a location that I could get to. The representative I spoke with at that time told me I was eligible for the guarantee, and also told me of the regional offices being able to see if there was any updates of available trucks before they would see it at the office she works in. She then transferred me to the Bronx regional office, where they were immediately able to find me a truck at a different location than my preferred one, but somewhere I was stil able to travel to considering I had limited transportation options. I inquired at that time about the $50 guarantee and whether I would be eligible, and explained the changes to my reservation being due to not being provided any other options as far as pick up date or time, and also that I found a competitor that had equipment available for a lower price, which would save me almost as much as if they honored the guarantee through uhaul. She then said that I would be eligible for the guarantee and so I decided to keep my reservation, being that I've used Uhaul several times in the past and up to that point had never had an issue. On Saturday Aug 30th, I went to the new reservation and when I was at the counter to pick up my rental, was informed that there was nothing in the notes about any guarantee. So while at the counter, I phoned the customer service line and I'm not quite sure if I was transferred to a regional office employee or someone else with general customer service, however I was told at that time that it was only after I drop the rental off at the drop-off location that the $50 credit would be issued back to the card I used to place the reservation initially. Based on all the information provided to me by employees of uhaul up to that point, I paid the over $600 for my rental, under the impression that I would receive a credit after dropping off this truck. On September 2nd, after I dropped off the truck, I contacted the customer service line again and had a gentleman representativ who kinformed me that I was at that time ineligible for the customer guarantee because I managed to change my reservation before I had to get the truck. Also he explained the full terms of the customer guarantee that made me ineligible. I then explained that while I understand that those may be the terms of the guarantee, I spoke with multiple reps prior to my rental that neglected to tell me anything other than that I would receive the $50,but only after I proceed with and complete the rental contract, so at this point it became a customer satisfaction issue, because if not for the lack of information provided by those reps, I would have been able to rent a truck with a different company and save almost as much as I was told I would get back. He informed me that the only thing he could do was give me a $50 certificate for rental services through uhaul, however I said that due to the misinformation and resistance to make good on statements made by employees of the company, I would no longer be interested in renting from UHaul and that considering that I just moved, I didn't forsee myself moving again within the 2 year range of the certificate anyway. He then replied that was the best he could do but transferred me to, I believe, a representative from the Bronx regional office to see if there was something else that could be done. Throughout the following week, I placed a number of calls to the customer service number and regional office, explaining that if not for the improper information provided to me by employees of the company, I could have made a reservation with a competing company and saved all the hassle of trying to get the refund that was promised me by them, and that it should not be the customers responsibility to be stuck in a situation such as mine due to them giving me incorrect information. The representative I spoke with at the regional office at that point said that the best she could do was place a $25 credit to my card, and that I was getting more than I should due to the terms of the guarantee. This conversation left me feeling unsatisfied and defeated, however being that I had already been through so much to try to get some sort of ownership by the company for the information not provided by their employees I said "fine". After thinking this over and realizing how unfair the situation truly was, I placed a call about 20 minutes later to customer service, was transferred again, and spoke with a representative, Joanna, who told me that my information could be forwarded to a board to review the situation and decide whether or not I was eligible to receive the full $50. She said that they normally take less than a day to reach a decision and she would call me back once she heard back from them. That was Friday September 19th. As of Tues September 23rd, I had not heard anything back and placed a call to the regional office to follow up, but was told that all reps that had access to that information were gone for the day and that they leave at 5 (I called at 5:07pm). On Wednesday September 24th, I called back , at which point I was informed that the decision was made to issue me the $25 credit, and that if I was looking for any additional refunds I would need to talk to customer service because the regional office did all they could do and that "unfortunately [they] were unable to pull any of my recorded calls up". The rep at the customer service line at that point listened to my entire experience with the company and pulled up the notes. I explained that I have been trying to explain this is an issue of being told the wrong information by the employees I came in contact with bebefore actually paying for this truck. She then informed me that one of the reps I had spoken to after completing the rental put in the notes"don't give her ANYTHING ". Combine that with the fact that at no point has any of the reps who promised to return a call with updated information actually did so, and all of my calls that were" recorded for quality and training purposes" mysteriously disappeared from the records, and the employee at the Bronx location where I picked up the rental stated "they usually don't ever give customers the $50 guarantee" when I mentioned that the reps on the phone said I would receive it, I think that this may not be the first time something like thia happened. My question is where is the customer satisfaction? It is not my fault that I am not well versed on Uhauls company guarantee terms, that is the employees responsibility. I was given the wrong information which directly caused me to complete the rental, when if provided the proper iinformation, I would have made the decision to go with another rental company. Therefore, I was pretty much lied to by representatives just in order to continue my $600+ contract, and when I tried to point out that it was this reason that I was trying to get what I was due, any proof that should have been in the system disappeared. I have every call placed with UHaul in my call log, however had I known that this would have been the situation at this point, maybe I should have just recorded all of my interactions myself. In any company that deals with goods and services provided, if a customer is misinformed or mislead by information provided by the employees, they are responsible for any loss to the company. It is never the customers fault for not being informed correctly by those whose job it is to do so. This situation has become a nightmare because I have done more work than should be necessary just to get told "do what you have to do and write the Revdex.com". I am disgusted by the tactics being used by the company probably in hopes that I would give up and just be happy with whatever they give me, and I will make sure to refer any of my college age friends or renting friends to not use UHaul, because if they run into any problems, anything they try to do to get a resolution will just slip through the cracks and disappear forever. Needless to say, the next time I have to move, I will be renting in the future from either [redacted] or [redacted].Desired Settlement: The $50 refund originally promised and an apology for all the stress and effort on my part for the company to honor something promised me by individuals employed by them.

Business

Response:

September 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] has been advised on more than one occasion that her situation did not qualify for reimbursement of the Guaranteed Reservation Fee. No calls were found where she was offered a refund for $50 for not being able to reserve the truck she wanted. In an effort to bring closure, Ms. [redacted] issued the remaining $25 today in addition to the $25 refund she issued on September 19th. Both credits were issued back to Ms. [redacted]’s 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

Useful

Reply

Review: I rented a truck to move from [redacted] to [redacted]. I was allotted over 200 miles for move. I used 197.2 miles in total. I was charged for going over on my mileage which I know for a fact I did not go over on mileage. I tried to dispute this with the company and was advised multiple time they would call in 3 days. I never received a call until well over a month later and they said there is nothing they can do

Business

Response:

October 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has been unsuccessful in reaching Ms. [redacted]. He did, however, relay that because her contract was modified, it was possible there was an error in documenting the correct mileage reading on her contract. Mr. [redacted] also issued a refund for $167.61 back to Ms. [redacted]’s [redacted] account. The refund 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

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,

Useful

Reply

Review: From 10/31: Scheduled a hitch installation and verified they had the bike rack I wanted in stock. [redacted] promised they had it in stock and they sent over the hitch. After being there for an hour, and after dropping my exhaust, they came in and told me that they don't actually have my hitch AND they don't have my rack. Wasted over an hour of my time, they totally screwed me for a trip I was planning. These guys are not reliable. Go somewhere else!! I will update if they reach out to me with any customer service.

Update 11/3[redacted] After being promised a call on Saturday 11/1 to have me come back for the install, I haven't heard word one. It's now close to end of business day on Monday, 11/3, and still no word from them. Finally, I called and after 15 minutes on hold, I find out that they still don't have my product. The experience is a direct reflection of the manager's inability to understand a very easy issue. When your employee's understand more about what is being sold and how to handle a situation...how can you effectively manage? The manager stood right behind his employee and watched without getting involved or offering to help on 10/31. The employee was obviously in over his head and yet the manager just let everything go on without as much as even interjecting or apologizing. The employee had to explain to his manager 4 times what was going on and the manager still couldn't figure it out. It wasn't even hard to understand. I ordered a bike rack to go with my hitch that they were to install. They received the wrong bike rack and hadn't even received the hitch before dropping my exhaust. Now they have the hitch receiver and still don't have the correct bike rack. The employees answer is: "It's not usually like this. The order is in and it's all I can do". After staying on hold for another 28 minutes, the general manager, [redacted], finally spoke to me. After deflecting responsibility several times, he finally admitted that they dropped the ball and basically said 'it is what it is"(no apology). Then he offered to pass the buck on to the next store and personally deliver the product, when it arrives, to that store. He promised to follow up with me after he talked to Isiah at the 6th and Wads location. If it was possible to downgrade from a 1-star to a 0-star, I most definitely would. This is a joke, I'd have been better off paying more to go elsewhere. Horrible customer service. At least they were polite on the conversations, that was the only thing they had going for them. Polite doesn't deliver. Nor does it qualify as an apology.

After filing reviews on several sites, it is very apparent that Uhaul does not respond to complaints on sites like [redacted] and [redacted]+ and this is a recurring issue for this location. Someone at some corporate level should be made aware of this and respond.Desired Settlement: I want a written apology letter and some sort of discount to make up for my wasted time, missed trip, and overall frustration and dissatisfaction. Once I see that the company is responding, I will adjust my complaint on all platforms accordingly. As a lifelong Uhaul customer, I am beside myself at just how bad the service was.

Business

Response:

November 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good Morning [redacted], I wanted to follow up with you and ensure everything went ok with the bike rack you received Friday. Unfortunately, my daughter was sick so I wasn't in the office. Please let me know if there's anything else I can do to assist you on this matter. Thank you for your patience. Thank you, [redacted] U-Haul 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for taking the time to see this through. Hopefully the location in the complaint will receive full training for future cases and the amount of negative reviews on [redacted] will go up. If everyone at Uhaul has the same attitude and action follow-up as you, I am sure the amount of positive reviews will grow and I'll be more likely to shop with Uhaul again. I'll be monitoring the latest reviews before shopping with Uhaul again. Thank you, again.

Regards,

Useful

Reply

Review: U-haul installed a wiring hitch on my 2012 [redacted] Murano on 3/25/15. In the process of installing the wiring harness, they removed a 1 1/2"- 2" rubber grommett from the floor board of the left rear luggage compartment and did not replace it leaving a hole in the floor board. The proper procedure in the wiring diagram called for the installer to simply slice a small hole through the rubber grommett big enough to push the wire through it. I alerted the general manager about the situation immediately and he advised they would order a new part and replace the grommett. Without the grommett in place water, dirt and exhaust emissions are able to enter the vehicle compartment. I have repeatedly followed up on a weekly basis with the the general manager who continues to advised they have ordered the part and have been reassured it would be here in a couple of days. This has now gone on for over a month without resolution and I feel like I am getting the run around.Desired Settlement: DesiredSettlementID: Replacement

U-haul needs to replace the rubber grommett they removed ASAP!

Business

Response:

May 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh Regional Office, followed up on the information Mr. [redacted] provided. She informed our office our GM for our U-Haul Center ordered the needed part from the [redacted] dealership and the part just came in yesterday. Our GM will be picking up the part and calling Mr. [redacted], if not already, to set up a time for the installation.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

May 15, 2015

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 Raleigh, NC Regional Office, reviewed Mr. [redacted]’s recent comments. She spoke to our GM who advised her he had contacted Mr. [redacted] to explain the wrong part was sent and the correct part has been ordered again. Mr. [redacted] will be contacted as soon as the part is received.

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

Useful

Reply

Review: I attempted to pay my storage bill through my bank's BillPay service. At the time, the bill was about $145.00. I posted my payment more than a week before the date that an additional $50 lien fee would be applied. My bank account had more than enough money to cover the payment. Due to a BANK ERROR the payment was not processed. U-Haul imposed the $50 lien fee EVEN AFTER I OFFERED TO PROVIDE PROOF FROM THE BANK that the failure for the payment to post was not my fault. Because I have been trying to resolve this dispute, another month's payment has posted to my account, along with a $25 late fee since the original bank error occurred.Desired Settlement: I want the $50 lien fee removed from my account, along with the $25 late fee for the second month payment. I have been unable to settle this account because U-Haul does not accept partial payments and I don't believe I should have to pay a lien fee for an error that is not mine or a late fee because U-Haul refuses to accept payment for the amount of my bill not in dispute. (Requested: $75 total refund)

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our President for our North Shore Chicago Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the late fees on Ms. [redacted]’s storage account were waived due to proof of the issue. Her payment was processed to avoid late fees coming back next day. A copy of the receipt was emailed to Ms. [redacted] as well.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.By automatically charging the card previously on file (it has since been removed), which was not designated for automatic payment, my account became overdrawn. As a result, I was charged $37 by my bank (see attachment), which largely voids the resolution offered. While I acknowledge that there was no way U-Haul could have known that making this payment would overdraw my account, and I am genuinely gratified for the waiver of the late charge, I wish I would have been allowed to make the payment of the amount due on my own. I would have used a different account.

Regards,

Useful

Reply

Review: Through the UHAUL web-site, I reserved a truck for my move on 6/30. I reserved a 26' truck for 6/30 with pick-up location on Telegraph Rd in Woodbridge, which opened at 7am on 6/30. Through the UHAUL web-site, I then made arrangements with [redacted] (a moving/cleaning company) to come to my house on 6/30 at 8am to help me load the truck and clean my house. A couple of days after I made the reservation, I got an email from UHAUL confirming my reservation.The night before my move, on 6/29, I recieved a call from UHAUL apologizing that unfortunately they would not have a truck for me. I told him that I have a reservation and he could see that, but said that unfortunately there was nothing he could do, they did not have a truck. I told him that this was not acceptable for me, that I had a crew coming to my house to help load the truck at 8am the next morning. After a while, he offered me a 20' truck on 7/1. I stated that this was not helpful for me, and now he offered a 20' truck on 6/30 at 2pm. Still, I was not able to work with this offer, since I had made arrangements with [redacted] at 8am and also because a 20' truck would not be able to fit my 3 bedroom belongings. I asked to speak to someone else and was on hold for some time. The same representative came back to say that he would try to find another truck. He called me about an hour later and said unfortunately the best he could do was a 20' truck on 6/30 at 2pm. I told him how very disappointed I was and he said that they (UHAUL) had done nothing wrong according to their terms and agreements.I ended up calling [redacted] in panic, asking them what to do. They helped me find a 16' truck through Budget. I had budgeted to pay [redacted] for 3 hours of loading my truck. Instead, I paid them to load, drive to my new house (appr. 30 miles), come back and load again and drive to my new house again, a total of 8 hours.It was a most stressful event and whether this is part of UHAULS terms and agreements, I find it to be poor business operation.Desired Settlement: I will only come back to UHAUL as a customer if they can guaranty their reservations. In the mean time, I think UHAUL should help cover the extra 5 hours I had to pay [redacted], which was $60 an hour = $300.

Business

Response:

July 15, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern Virginia, followed up on the information Mr. [redacted] provided. He informed our office he attempted to reach Mr. [redacted] by phone but was unsuccessful. He sent him an email offering his apology for the inconvenience he experienced. He requested Mr. [redacted] forward him a copy of the $300.00 receipt for [redacted] for reimbursement.

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

Useful

Reply

Review: Dear Revdex.com councilor,

1. I would like to inquire about opening a case against U-Haul [redacted].

A car rental reservation was made and a 14ft truck was picked up on Sunday Sep 9th under the reservation number [redacted]. Once the move was completed, I filled the gas to the top of the tank and realized that it has cost $100. I realized that this is a great deal more than anticipated.

I checked the rental receipt and on the reservation receipt in fine print it displays a fuel interface with the halfway point of the tank marked in black. At no point was this information communicated to me that a half way tank was sufficient. This is a new (8-month old) policy. Prior to this, a full tank was required. I returned the vehicle and as it was after-hours I could not speak with anyone.

The next day I contacted the branch and they passed me onto customer service for further complaints. The customer service passed me back to the branch and the branch transferred me back to customer service. After a few hang-ups I reached the branch manager and the branch manager offered a gift certificate of $70 as a reimbursement for the difference. I notified the branch that I cannot use a gift certificate as I will not be moving for some time and the certificate will expire. I requested that they credit the amount onto the credit card number that they have from me on file. They denied my request and asked me to open a complaint case with U-Haul head office. U-Haul head office opened the complaint case 306313, but they mentioned that they will not be refunding the difference.

After a few hours, I received a phone call from the regional manager of the Tricity Area and he offered a gift certificate of $20. I notified him that I was offered a gift certificate of $70 and he notified me that he would not have approved such an amount to go through. I notified him that I cannot use a gift certificate because it will expire before my next move and he responded that this is not his problem. I mentioned that he will use the gas anyway and he said that this is again not his problem.

Please help in opening a case against U-haul for refusing to apply a credit against our account despite the lack of informing their customers of the half way fill policy. If they can offer a gift certificate, why would they not offer a credit against the credit card that was charged?

I would appreciate your assistance.

Regards,

[redacted]Desired Settlement: I would like a credit back for the amount of $70 for the extra fuel that was purchased to be credited back onto my credit card.

Business

Response:

October 9, 2012

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

Horace [redacted] the President in our Vancouver, BC Regional Office spoke to Mr. [redacted] and explained our fuel policy has been in effect for several years. Mr. [redacted] had been informed at the time of pickup that the fuel had to be returned to the level reading at the time of dispatch. Mr. [redacted] learned that someone else had returned the equipment and was not aware of the policy.

Mr. [redacted] confirmed a $30 VIP had been given to Mr. [redacted]. The certificate can be used on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-haul International

Useful

Reply

Review: We picked up a truck due to moving. As we are taking the truck back we noticed the truck had cockroaches in it. The vehicle as we started looking closer to the inside of the truck noticed that he had food all in the side of the door.. very nasty on the inside. Now on top of paying for the truck I have to have someone come out and spray a new home that was just built for roaches because a company did not take the time to clean it properly...When I spoke with the manager he basically called me and my fiance liars because he did not see the roach. Poor business I will not recommend them to anyone....Desired Settlement: We would like the 2nd payment to be dismissed because we have to pay someone to spray our home which is going to cost us alot in the long run.

Business

Response:

October 23, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], Senior

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

Mr. [redacted] provided. She informed our office she spoke to Mrs. [redacted]

and addressed her concerns. Our U-Haul Center CSR previously

adjusted Mr. [redacted]'s rental by reducing the mileage rate from .99 a

mile to .39 a mile and applied only one rental period of $19.95. A

separate credit for $19.95 was issued back to Mr. [redacted]'s [redacted] account on October 11th and should post on their next

credit card statement. Ms. [redacted] relayed that Mrs. [redacted] will send

in her receipt from the exterminator for reimbursement up to $250.00.

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

Useful

Reply

Review: On 10/5/12, uhaul denied me rental service. in 2011 uhaul comprised my driver liscense number by renting and will not admit the fault is their own because they do not make copies of driver liscense, they key them in so there is human error. when I went to rent a truck this past weekend I could not because my liscense was attached to a man who did not pay his rental. I was then advised to contact collections. On 10/8/12 when I spoke to the manager [redacted] he researched and called me back to advise that I have to file a police report because of identity theft but when I advised that uhaul made the mistake of identify theft the only thing he could advise what that was all he was told he could do. I have been made a victim of uhaul by someone miskeying information and they do not want to take any type of ownership.Desired Settlement: I want this issue resolved and if it happen to me, it can or has happened to other people.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Mrs. [redacted].

A Senior Customer Service

Agent followed up on the information Mrs. [redacted] provided. Our records

indicate that the only [redacted] we had on our E-Alert system has

since been deleted.

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

Useful

Reply

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